How do I request a DNS record change or addition?

To request any DNS record change or addition, follow this workflow:

Step 0: Verify Current DNS Configuration (MANDATORY)

Before submitting a DNS change request, always check if the record already exists to avoid duplicate requests:

# Check if CNAME record exists
dig [domain/hostname] CNAME +short

# Check if A record exists
dig [domain/hostname] A +short

# Check if TXT record exists
dig [domain/hostname] TXT +short

# Check if MX record exists
dig [domain/hostname] MX +short

# Check any record type
dig [domain/hostname] ANY +short

What to look for:

• If the command returns no output → Record does NOT exist, proceed with request
• If the command returns a value → Record ALREADY EXISTS
  • Check if it matches your intended value
  • If different, this is a MODIFICATION request (mention in email/ticket)
  • If same, request is unnecessary

Examples:

# Example 1: Check CNAME (does not exist)
$ dig em3222.mail.digitalrealty.com CNAME +short
[no output] → Safe to proceed with CNAME creation

# Example 2: Check CNAME (already exists)
$ dig em3222.mail.digitalrealty.com CNAME +short
existing-target.example.com.
→ Record exists! Check if this is the intended target
→ If different, this is a modification request

# Example 3: Check A record
$ dig api.digitalrealty.com A +short
192.0.2.1
→ A record exists pointing to 192.0.2.1

Important DNS Rules:

• CNAME records cannot coexist with other record types at the same hostname
• If an A, AAAA, MX, or TXT record exists, you CANNOT add a CNAME
• If a CNAME exists, you CANNOT add other record types
• Always verify before requesting to avoid conflicts

Step 1: Email DNS Administrator

Send an email to Nicolas Su (nsu@digitalrealty.com):

To: nsu@digitalrealty.com
Subject: DNS Record Request - [Record Type] for [Domain/Hostname]

Hi Nicolas,

I need to request a DNS record change with the following details:

Record Type: [CNAME / A / AAAA / TXT / MX / NS / PTR]
Domain/Hostname: [e.g., em3222.mail.digitalrealty.com]
Record Value: [e.g., u56977119.wl120.sendgrid.net]
TTL: [Default / Custom value]

DNS Verification Performed:
- Checked existing DNS records with: dig [domain] [type] +short
- Current Status: [Does not exist / Exists with value: X / Conflict detected]
- Action Type: [New record / Modification / Replacement]

Requester: [Your Name]
Email: [Your Email]
Environment: [Production / Staging / Development]

Business Justification:
[Explain why this change is needed - e.g., "SendGrid email integration for customer notifications"]

Urgency: [Standard / Urgent / Emergency]

Please let me know if you need any additional information.

Thank you,
[Your Name]

Step 2: Create ServiceNow Tracking Ticket

Create a ServiceNow ticket with:

Category: DNS Change
Subcategory: Record Addition/Modification
Assignment Group: DNS Team
Priority: 3 (Standard) / 2 (Urgent) / 1 (Emergency)

Short Description:
DNS [Record Type]: [hostname] → [value]

Description:
DNS Record Change Request

DNS Verification:
- Verification performed: Yes
- Command used: dig [domain] [type] +short
- Current status: [Does not exist / Exists with value: X]
- Action type: [New record / Modification / Replacement]
- Conflicts detected: [None / CNAME conflict with existing A record / etc.]

Record Details:
- Type: [CNAME / A / AAAA / TXT / MX / NS / PTR]
- Domain/Hostname: [e.g., em3222.mail.digitalrealty.com]
- Value: [e.g., u56977119.wl120.sendgrid.net]
- TTL: [Default / Custom]

Requester Information:
- Name: [Your Name]
- Email: [Your Email]
- Department: [Your Department]

Environment: [Production / Staging / Development]

Business Justification:
[Explain the purpose - e.g., "Required for SendGrid email service integration to enable transactional email notifications for customer portal"]

DNS Administrator Contact:
Email sent to Nicolas Su (nsu@digitalrealty.com) on [Date]

Additional Notes:
[Any special requirements or considerations]

Step 3: Send Summary Email

Send a summary email to the requester:

To: [Requester Email]
Subject: DNS Change Request Submitted - [Record Type] for [Domain]

Hi [Requester Name],

Your DNS change request has been submitted and is being processed.

REQUEST DETAILS:
- Record Type: [CNAME / A / AAAA / TXT / MX / NS / PTR]
- Domain/Hostname: [e.g., em3222.mail.digitalrealty.com]
- Value: [e.g., u56977119.wl120.sendgrid.net]
- Environment: [Production / Staging / Development]

ACTIONS TAKEN:
1. Email sent to DNS Administrator (Nicolas Su - nsu@digitalrealty.com)
2. ServiceNow ticket created: [Ticket Number]
   Link: [ServiceNow Ticket URL]

WHO IS HANDLING IT:
- DNS Team (Nicolas Su)
- Assignment Group: DNS Team

EXPECTED TIMELINE:
- Initial processing: 2-4 hours during business hours
- DNS propagation: Up to 24-48 hours globally
- You will receive updates via the ServiceNow ticket

DNS VERIFICATION RESULTS:
- Verification command: dig [domain] [type] +short
- Current status: [Does not exist / Exists with different value]
- Action type: [New record creation / Record modification]

WORKFLOW SUMMARY:
This request was processed through the standard DNS change workflow:
- Step 0: DNS verification performed ✓
- Step 1: Email notification to DNS administrator ✓
- Step 2: ServiceNow ticket creation for tracking ✓
- Step 3: Summary email to requester (this email) ✓

NEXT STEPS:
- Monitor the ServiceNow ticket for updates
- Test the DNS change after receiving confirmation
- Contact the DNS team via the ticket if you have questions

Thank you,
Automated Workflow System

Important Notes:

• MANDATORY: Always verify DNS records first using dig command before requesting changes
• Always get approval from requester before executing DNS changes
• DNS changes typically take 2-4 hours to process during business hours
• Changes may require additional approvals for production environments
• DNS propagation can take up to 24-48 hours globally
• Test the DNS change after implementation to verify it works
• Some record type restrictions:
  • CNAME records cannot coexist with other record types at the same name
  • MX records require priority values
  • TXT records have length limitations

Common DNS Use Cases:

• CNAME: Email service integration (SendGrid, Mailgun), CDN configuration, service routing
• A/AAAA: Direct IP address mapping for servers
• TXT: Domain verification, SPF, DKIM, DMARC for email security
• MX: Email routing and delivery
• NS: Subdomain delegation to other nameservers