How to make a database request

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You need something from the database admin. Maybe it’s permissions, maybe it’s code troubleshooting, or maybe it’s  just that the database is slow.

I’m going to let you in on the secret of the best method to get what you want out of your DBA.

Ready? Here’s the secret…

Ask clearly. Include all details.

In the sections below, I’ll show you exactly how to do this.

But what’s wrong with the way I ask the DBA now?

It may be perfectly clear to you what’s up when you email your DBA, or submit a ticket, like this:

“The prod app SQL server is slow.”

BUT, it is not clear to us. In fact, we’re busy fixing a CheckDB issue, looking over Ralph’s latest stab at the new archiving stored procedure, planning out the new replication scenario, and about a dozen other things. You’re dead lucky if we even REMEMBER which is the “prod app SQL server”, always assuming there’s only one.

Also, what you’ve done is to assume what’s actually wrong. You probably don’t have specific evidence that the server is slow…all you know (in this case) is that users are experiencing timeouts. That’s the information we need: the thing that’s actually happening.

If you don’t include enough information, and if you jump to conclusions, what you’ll get in return is

  1. ignored  by an irritated DBA, or
  2. a delay while your DBA looks through their notes and figures out what server that is and what it relates to, or
  3. a bunch of follow-up questions.

You don’t want that. All that wastes time and energy. What you want is faster service, and a more chilled-out DBA.

Ask clearly. Include all details.

So, here’s how that request would more quickly get you what you need:

  1. Tell the DBA the server name
  2. Tell the DBA the exact behavior seen
  3. Include the exact text of any error messages you’re getting (copy-and-paste, or screenshot)
  4. And when it started
  5. And the scope of the problem (one user? all users? just internal testers? One server? Four production servers?)
  6. And the impact this is having, whether it’s “no big deal, take a look sometime this week”, or “This is critical, because 10,000 customers can no longer order product.”

Let’s redo that request above, using the new guidelines. The numbers indicate where each of the numbered guidelines above show up:

“Hey Jane, (1) server XRT-QLUB – the production SQL Server for the QRT Inventory app is having problems. (2) Users are reporting timeouts for queries. (3) I’ve attached screenshots of the timeout errors. (4) This started about 20 minutes ago – 7:40am. (5) As far as we can tell, all the warehouse personnel are experiencing this same issue. (6) This is urgent, as it’s effectively taken down our warehouse portal.”

Your DBA now has enough information to get started without a lot of digging around, swearing, or back-and-forth emails. Great, huh?

(Bonus points for emailing the whole DBA team, or submitting tickets, as is appropriate for your environment. When you email ONE DBA, you’re lowering your odds of getting someone on your issue right away.)

Here’s a template for DBA requests

Feel free top copy and paste this DBA request template whenever  you submit requests to your DBA:

  1. Server name:
  2. Exact behavior seen:
  3. Error messages:
  4. When did this problem start:
  5. The scope of the problem:
  6. The impact of the problem: