Escalation group: IS-TECHNO-DM

Agent: Valeria Carvalho

Below are the scenarios, in this cases we will route Documentum tickets to Valeria:

  1. Documentum server down
  2. Not able to access Sinequea (Usually Sinequea should access with SSO, no need to enter username and password separately), if user is not able to access then something is wrong with documentum server
  3. Documentum repository update, if user requests to update repository there is a need to change/update functionality
  4. Not able to download documents from Sinequea
  5. Castel access request
  6. Access given but still user is not able to access, facing error not able to login, problem exists after checking access once/twice
  7. User is not having knowledge in documentum and not able to provide Docbase/groups or reference user id – in this case ticket will be in our name, we will confirm with Valeria
  8. Approver is not known – in this case ticket will be in our name, we will confirm with Valeria