Hi Vikram and Ranjit,

I wanted to share some context regarding a production support discussion that took place earlier.

Sunil added me to the group based on Prashant’s suggestion, as I was the DM and had CS access. After reviewing the issue and discussing it with the user, it appeared to be related to application/configuration rather than the database.

I explained this to the user and also included the EMEA DBA team for assistance, but there was no acknowledgement at the time. As the user continued reaching out for support, I added Prashant back to help with coordination. However, he subsequently left the group again, so I included both of you for visibility before leaving the chat.

The situation was difficult to manage due to access dependencies, limited documentation on the support process, and uncertainty around the correct ownership and escalation path. This resulted in the issue continuing to be directed to available individuals, even though it was outside their area of responsibility.

I am sharing this for awareness and to request clearer guidance on the appropriate ownership and escalation process for similar production issues going forward.

Regards,
Nikhil

Posted By Nikhil10:34

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CS Support Model – Ownership, Access and Process Gaps

 

Hi Vikram and Ranjit,

I wanted to make you aware of a production support discussion that took place earlier.

Sunil added me to the group based on Prashant’s suggestion, mainly because I was the DM and had CS access. After reviewing the issue and speaking with the user, it was clear that this was related to application/configuration and not the database.

I explained this to the user and also added the EMEA DBA team for support, but there was no acknowledgement from them. The user continued reaching out and calling for assistance.

Prashant had already left the group earlier. I added him back twice to help with coordination, but he left the chat again both times. Since there was no clear owner available, I added both of you for visibility and later left the group.

The main concern here is that access limitations, missing documentation, lack of process awareness, unclear responsibilities, and the unavailability of the actual owners are causing issues to be passed to whoever is available at that time. This is taking people away from their own responsibilities and is also delaying proper resolution of production issues.

I am sharing this so that we can have clearer ownership and escalation guidance for similar cases going forward.

Regards,
Nikhil

Posted By Nikhil10:27

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You can add this comment:

As requested, set -x was enabled and the issue was reproduced. The relevant execution details, command output, and supporting evidence have been added to the ticket.

Please review and advise on the next steps or let us know if any further information is required.

Since the engineer specifically requested copy-pastable text rather than screenshots, paste the command and relevant output directly into the ticket comment as well, wherever possible.

Posted By Nikhil09:14

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Hi [Name],

As discussed earlier, since you were having difficulty getting hold of Norbert, I raised the ticket with the Pisa team to help initiate the discussion.

There have now been two responses on the ticket:

1. The first response was shared with you earlier, and I have now attached the requested evidence to the ticket.
2. Another engineer has provided details on the script changes that may be required.

The information requested by Norbert has also been added to the ticket based on his comments.

Could you please take over the follow-up with the Pisa team and proceed with the required actions?

Regards,
Nikhil

Posted By Nikhil09:09

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Subject: Follow-up on BigID Confluence/SharePoint Data Source Issue – [Ticket Number]

Hi Team,

I am following up on the ticket regarding the BigID credential-scanning findings for the Confluence and SharePoint data sources, which was subsequently routed to your team.

Could you please review the ticket and advise on the current status? The relevant report was attached to the ticket, and some entries appear as re-opened, although the report does not display the Object Name and Attributes required to determine the remediation action.

Please let us know whether any further action or information is required from our side.

Thank you for your support.

Regards,
Nikhil

Posted By Nikhil02:13

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Quick awareness item: we received an update that the category metadata field is now mandatory for all Azure Policy definitions.

For any new policies, engineers need to use one of the approved category values; otherwise, policy validation and CI checks may fail. Could you please review whether any current policy items need this update and flag any impact or dependency?

Posted By Nikhil08:08

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 Could you please update the ticket with the database name, the last successful connection time, and details of any recent application, network, credential, or database-related changes? This will help the team begin the investigation.

I have included the [Operations Team DL] for visibility and support. For future operational requests, please include the team DL to ensure timely acknowledgement and coverage.

Posted By Nikhil07:06

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