Generic Requests

FCS uses Jira as a ticketing system to request new resources or for troubleshooting assistance. Most requests of MCaaS can be submitted as a Standard FCS Support Request.

Fill out the required fields in the form and use the "Details" section to provide context around the request.

Other types of FCS service requests can be found in the FCS Tenant Support Jira Menu

Ticket Process

The FCS team receives many tickets each day as we support a large number of tenants. We handle tickets on a first come, first served basis. Please be patient as we work through our workload to your request.

Any updates to the ticket assignee, ticket status or user comments will be reflected in the ticket. Additionally, if we need more information from you to complete the request, the system will trigger an email with the additional information we require.

Requests that require tickets

Almost all requests that require an action in MCaaS will require a Jira Service ticket. See the table below for the type of request and information needed.

Note

Access requests to Github, Jenkins and Datadog require a FCS Account Request

Request Type	Information / Process
AWS Secret	See Secrets Management
Data Services (RDS/Elasticsearch/ElastiCache/SNS/SQS)	See Data Services
DNS Entry	<p>You will need to request a new DNS entry. Please provide the module, application, environment, and service name.</p>
ECR Repository	<p>You will need to request a new ECR repository each time you create a new service. The naming convention is <module>-<application>-<service></p>
Kubernetes Namespace	You will need to request a new Namespace each time you create a new application. The naming convention is <tenant>-<module>-<application>
General Troubleshooting	Please submit a ticket with information requested below.

For general troubleshooting, please include the following information below in the ticket:

1. Did you search for the problem on the MCaaS Documentation Portal?
2. What is the issue?
3. Name of the Application, Service, Environment
4. Most recent PR to the flux config repo
5. Did anyone review the PR (flux-config repo) ? If YES, please state their name
6. Link to the Datadog Logs (click on the link and check if the page goes directly to the log/error you want us to check)
7. Have you discussed this issue with your application champion?
8. Have you asked your peers about this question in the chat?