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Update non incident docs to match new workflow #791

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Jan 10, 2024
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Update non incident docs to match new workflow #791

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Update non incident docs to not require manual triager intervention o…
GeorgianaElena Jan 8, 2024
2284964
Reword for clarity
GeorgianaElena Jan 10, 2024
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8 changes: 5 additions & 3 deletions projects/managed-hubs/support.md
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Expand Up @@ -193,10 +193,12 @@ When a new ticket lands in Freshdesk under the support group and it is not an in

3. `Who: Support Steward`

**Open an engineering issue**. If this is a {term}`Change Request` or {term}`Guidance Request` and/or you cannot resolve the issue within 30 minutes, then open a support issue for the team to discuss.
**Open an issue in the 2i2c/infrastructure repository**. If this is an issue that cannot be resolved within 30 minutes, then open a GitHub issue for the team to discuss.

[{bdg-primary}`Open a "Freshdesk ticket tracker" type of issue`](https://github.com/2i2c-org/infrastructure/issues/new?assignees=&labels=&template=5_freshdesk-ticket.yml). Use this to describe the ticket and provide as many details as possible about the results obtained in the first 30m investigation (if any).

This issue will then be automatically added to the **Eng & Prod** board by the existing automation alongside the the **type**: `support` and the **impact** level specified in the form project fields.

[{bdg-primary}`Open a general issue`](https://github.com/2i2c-org/infrastructure/issues/new?assignees=&labels=&template=01_new-issue.yml) that describes the request and any next steps we should take. It should be automatically added to the **Eng & Prod** board by the existing automation. Add the **type**: `support` and choose an **impact** level in the **Eng & Prod** board metadata (available for the very same issue, no need to visit the board itself!).

If the issue has a `critical` impact (we defer that first evaluation to the support steward), an additional ping to the support Slack channel is needed to boost the signal.

:::{admonition} What does `critical` mean?
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