The Fulfillment Product Team and the L&R Support Team work closely together to identify, understand and prioritize issues in the Fulfillment-related parts of our product.
When you encounter a product problem while working on a Zendesk ticket, use this workflow.
Support Interest::Categorize
to indicate that GitLab Support wants to see this
addressedCustomer::Impact
and UX
The Support and Fulfillment teams use a Google spreadsheet to manage the issues and epics list, and to communicate asynchronously about it. This spreadsheet is the single source of truth for information about the product issues of concern to L&R Support.
The issue list spreadsheet is available to all GitLab Team Members. To access it, open Support's Issue List for Fulfillment on Google Drive.
The spreadsheet should always contain on its main sheet the full list of all
epics and issues that have any Support Interest::xxx
label, and no other epics
or issues.
We encourage everyone who applies the Support Interest::Categorize
label to
take an extra moment to add the labeled issue or epic to the end of the list in
the spreadsheet. The Regional DRIs will also look
for newly-labeled items each month and will add them to the list before
beginning the prioritization exercises.
The first 10 items on the list are ordered according to priority. These are the
items that L&R Support has decided are the most important product issues for
the Fulfillment Team to address. The only people who should move items in or
out of the Top 10 section, or change the order within the section, are the
Regional DRIs. This section of the list is
colored with a red theme, indicating the hottest issues. All items in this
section, except those being
reviewed for possible reprioritization,
have the label Support Interest::Now
.
The next section contains items that fell just short of getting selected for the
top 10. They are listed in no particular order. As a group, they represent the
product issues that L&R Support would like Fulfillment to address once the top
10 are resolved. The only people who should move items in or out of this
section are the Regional DRIs. This section
of the list is colored with a yellow theme - almost hot. All items in this
section, except those being
reviewed for possible reprioritization,
have the label Support Interest::Next
.
The third and final section contains all the remaining items in no particular
order. All issues and epics should be added to this section when they are
first labeled with Support Interest::Categorize
. At the next prioritization
exercise, those items will be moved to one of the other two sections of the
list (and appropriately labeled) or relabeled Support Interest::Later
. This
section of the list is colored with a green theme.
Anyone who wants to request that any issue or epic in the list be reviewed for possible reprioritization should:
Support Interest::Review
labelRequest Name | Description | Epic or Issue | Product Group | Product DRI | Update |
---|---|---|---|---|---|
A simple, short description of the issue or epic. Could be the title if the title is clear. | A longer description of the issue or epic, still no more than a few sentences. | The issue or epic number, title and URL | The product group that owns the item. This is set by the Product Managers | The Product Manager. This is set by the Product Managers | Status information. Questions from Product or Development to each other or Support. This is the only really dynamic column. |
Completed/Done
sheet and provide final status and
comments on thoseSupport Interest::Categorize
to the list and remove
no-longer-needed items from the listSupport Interest::Categorize
to the listOn a monthly basis, aligned with the product release cycle, L&R Support will determine what changes, if any, are needed in the list. By agreement with the Fulfillment Product Management Team, Support will keep the Top 10 list as stable as possible, making changes only when:
Completed/Done
sheetThe Regional DRIs are experimenting with maintaining an epic for use within L&R Support only. The thought is that the epic may present an easier-to-consume version of the epics and issues list that will help SEs to stay informed.