Database Administration Change Requests (DARTS)

The Phoenix Logical DBA team continues to notice a large number of DARTS requests (Database Administration Request Tracking System) that contain either missing, incomplete, or inaccurate information. We are also seeing a high number of last minute requests with little to no lead time provided for implementation. This is causing a fair amount of problems and frustration for both the Phoenix Logical DBA and HP Physical DBA teams who are trying to complete these requests in a timely manner, and meet contracted SLA levels for such requests.

It is extremely important that each DARTS request contains a complete set of specifications for the changes that are being requested, with accurate information provided for items such as server names, database names, table names, etc. If there are any scripts that are available to facilitate the request, they should be included as file attachments to the DARTS request.

The reason why we need a complete and accurate set of specifications for each request is threefold:

• The DARTS database is used as a repository for all database change requests for all databases in all environments. There have been times where the DARTS database has been used to track the history of database changes through environments, and it is important that the information about these changes be as complete and accurate as possible.
• We are working with an increasingly leveraged staff of HP Physical DBA's, many of whom are fairly new to the Phoenix account and are not familiar with our applications or our database environments. The leveraged support model dictates that the HP leveraged personnel work off of tickets (e.g. DARTS, for database requests) with complete and detailed specifications.
• All DARTS requests go through the Phoenix Logical DBA team first for review and assessment. The more time we have to spend on tracking down or correcting missing, incomplete, or inaccurate information negatively impacts how quickly we can turn the requests around and requeue them to the HP Physical DBA's for scheduling and implementation.

Another point that also needs be reinforced is that all Model Office and Production DARTS changes must be accompanied by an RFC number. Logical DBA will verify that the RFC number provided aligns with the nature of the request and the requested date/time for implementation of the change. Physical DBA will verify that the RFC is fully approved before completing the request. Our recommendation is that the DARTS request should be submitted as soon as the RFC is created in order to provide sufficient lead time to the DBA team to schedule completion of the request.

The Phoenix Logical DBA team will be strictly enforcing this policy of requiring complete and accurate specifications for all new DARTS requests that are submitted. Any request that is incomplete or inaccurate will be routed back to the originator with a request for additional information, potentially causing a delay in the scheduling and implementation of the request.

Please let me know if you have any questions or concerns about this.

Please also forward this to any offshore teams that may support your applications.