Hi everyone,
Just wanted to ask the group as database managers, how do you handle requests for assistance within your organization? Lately, I've been running into a lot of last minute requests for big projects within my own organization and it's quickly becoming an issue, normally these are from people who don't use Tessitura. I've set up expectations within the organization before, that certain tasks need X amount of lead time, but it doesn't seem to be sinking in.
Do you have a request form you use for your organization? Do you have a sheet that outlines what requests you can assist with and what the wait time is for those?
Curious as to how others have handled this.
We use Jira as a support ticket platform and have everyone trained to "put in a ticket" for everything from adding security rights to new user requests to errors. For Tessitura ticket builds, I use a Microsoft Forms form that has a shorter version for "This is the same as last build, just more dates" or expands to more questions of it's new or different. In that form I also ask for a link the their marketing Jira ticket, and both Marketing and I work off of that marketing request to coordinate on sales and content. I then have that form tied to a "Flow" using Microsoft Power Automate that adds a notification that a form was submitted to several Teams channels and shoots off some emails.Lastly, we have a 'product catalog' for all of Tech that lists our services and estimated time frames.Getting more service-providing departments (IT, design, marketing) into one platform (Jira) has really helped both the requesters and the providers to have one place for all requests.
And of course we still always have "I know this is last minute but..." requests that I handle as I can. I've only ever had to say hard no to one build but that's because I'm too nice.