Errors CGM
Support and FAQ
How do I report bugs or production incidents?
An incident should be raised if there are any production incidents with the API. Incidents should be raised through Service Now which will subsequently be triaged by the MuleSoft support team.
Please find the steps to complete this here: https://rochewiki.roche.com/confluence/display/APIGOV/How+to+create+an+Incident
How do I request for more information?
Note: Remove this line and the content below (highlighted in Italics) in this section and update your Asset details.
This section should contains the details on the process to get more information about your asset from the API Consumers.
Example:
A request should be raised in Service Now for any request for information or to change/update deployment configuration. These requests are sent to the MuleSoft support team.
Please find the steps to complete this here: https://rochewiki.roche.com/confluence/display/APIGOV/How+to+Create+a+Request
How do I request new features?
Note: Remove this line and the content below (highlighted in Italics) in this section and update your Asset details.
This section should contains the details on the process to request for a new feature as per your requirement from the API Consumers.
Example:
New API project feature(s) or API project change request (not deployment related) should be raised by creating a new demand. This demand will be sent to GIS ICC where engagement will begin.
Please find the steps to complete this here: https://sites.google.com/roche.com/gis-icc/contact-us
SLA Tiers
Note: Remove this line and edit the table given below with the SLA tiers that is provided by your asset.
| Name | Requests |
|---|---|
| Gold | 1000 requests / hour |
Contacts
Note: Remove this line and edit the table given below (highlighted in Italics) with the contact details of API Owner and API Architect for your asset.
| Role | Name | Role Description | Contact |
|---|---|---|---|
| API Owner | API-Owner-Name | The API Owner is the primary person who is responsible for prioritizing the feature backlog as well as determining if approval can be granted to any new consumer. The API Owner is accountable for the SLAs, Exchange content detail and accuracy of their API in Mulesoft Exchange. API Owner also is the one who can onboard consumers. The API Owner should be contacted if formal channels of intake such as Workday,ServiceNow is not yielding timely results | email-id-of-api-owner |
| API Deputy Owner | API-Deputy-Owner-Name | The API Deputy Owner is the secondary person who will take the charge of all the responsibilities of API Owner in their absence | email-id-of-api-deputy-owner |