Follow the same General Workflow as dotcom for servicing L&R internal requests.
There is a internal requests hawk role which rotates on a weekly basis which serves as a temporary measure to make sure internal requests tagged with the following labels receive the appropriate attention from Support:
Associate Subscription Console Escalation::Customers- Workflow to be documented
Billable Members- Workflow instructions on template
Console Escalation::Customers- Workflow to be documented
License Issue- Workflow
Plan Change Request- Workflow
SaaS Subscription Issue- Workflow
Trial Extension License issue- Workflow
When on this role, prioritize working on internal request issues over Zendesk tickets. The general workflow guide is:
You will continue to be responsible for any issues assigned to yourself even after you're off the role, so be mindful about working sustainably. If you need to, ask for others to help with unassigned issues – the expectation is that GitLab Support as a team should be responding timely to internal requests, not you personally as the L&R Internal Requests Hawk.
You'll only be expected to work your usual work hours while doing this role. There is a PagerDuty schedule set up solely to facilitate tracking/swapping of shifts. It is in no way an indication of actual hours of work.