Skip to content
New issue

Have a question about this project? Sign up for a free GitHub account to open an issue and contact its maintainers and the community.

Sign up for GitHub

By clicking “Sign up for GitHub”, you agree to our terms of service and privacy statement. We’ll occasionally send you account related emails.

Already on GitHub? Sign in to your account

Update non incident docs to match new workflow #791

Merged
merged 2 commits into from
Jan 10, 2024
Merged

Update non incident docs to match new workflow #791

Changes from 1 commit
Commits
Show all changes
2 commits
Select commit Hold shift + click to select a range
4241782
Update non incident docs to not require manual triager intervention o…
GeorgianaElena Jan 8, 2024
2284964
Reword for clarity
GeorgianaElena Jan 10, 2024
File filter

Filter by extension

Filter by extension
Conversations
Failed to load comments.
Loading
Jump to
Jump to file
Failed to load files.
Loading
Diff view
Diff view
8 changes: 5 additions & 3 deletions projects/managed-hubs/support.md
View file
Open in desktop
Original file line number Diff line number Diff line change
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 engineering issue**. If this is an issue that cannot be resolved within 30 minutes, then open a support issue for the team to discuss.

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

Choose a reason for hiding this comment

The reason will be displayed to describe this comment to others. Learn more.

I think these sentences could be made a little clearer. We have "engineering issue", "support issue" and "Freshdesk ticket tracker issue" - are they all the same, different?

I also have a small quibble about using "Freshdesk" in our naming when in the future we could decide to move away from Freshdesk. But let's not block on that particularly.

Copy link
Member Author

Choose a reason for hiding this comment

The reason will be displayed to describe this comment to others. Learn more.

Good point @sgibson91! Thank you! Do you think 2284964 made it better?

Copy link
Member

Choose a reason for hiding this comment

The reason will be displayed to describe this comment to others. Learn more.

Yeah, definitely! It reads like we're only talking about one issue now instead of three!


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?
Expand Down