Support-Ops utilizes
Time Tracking
in the issues/MRs we work. We utilize this time tracking to help define our
hiring model, measure workload, and etc. As you work issues and merge requests,
make sure you utilize this feature.
Triage
At least once a day, Support-Ops should triage the
issues and
MRs
that appear under the
support-ops group.
Support-Ops also makes use of the
GitLab Triage Gem to assist in
ensuring all issues/merge requests are triaged.
Priority
It is important to determine the priority of a Support-Ops issues/MR. This can
be tricky, as priority can often involve and change. The labels (and some
general advise for them) are:
Support-Ops-Priority::Needs Priority
This label should be used when a Priority needs to be set on the issue/MR
Support-Ops-Priority::Low
This should be for Low priority issues. Things like small aesthetic changes,
syntax corrections, etc. would fall into this.
Support-Ops-Priority::Normal
These should be for standard Support-Ops requests. They bring changes to
processes/systems/etc., but it is not required for Support to perform their
duties. An example of this would be the creation of a Macro, adding a field
to a Zendesk form, etc.
Support-Ops-Priority::Important
These should be for highly important issues/MRs. These would be things that
would bring a significant change to the processes, systems, etc. that is
needed to keep everything running properly. An example of this would be
changing views to fix an issue where certain types of tickets do not show up
at all.
Support-Ops-Priority::Critical
These are for system critical issues/MRs. These should be used when
something is required to fix a broken system. As an example, a new setting
prevents support from replying to tickets.
Stage
It is important to keep the stage the issue/MR is in updated. This informs those
following it where we are in the process of resolving/merging the issue/MR. The
labels and what they would be used for are:
SupportOps::Needs Attention
The issue/MR has not been triaged and is in need of triaging
SupportOps::To Do
Support-Ops needs to begin working on this, but has not yet
SupportOps::Doing
Support-Ops is actively working on the issue/MR
SupportOps::Completed
Support-Ops has completed the issue/MR
SupportOps::Blocked
Something is block Support-Ops from working the issue/MR
Category
Categorizing the issues/MRs Support-Ops receives are important. We use this
information for metrics, our hiring model, and for determining what kind of
shifts in focus we might need. The labels and what they would be used for are:
Support-Ops-Category::Documentation
The issue/MR is about documentation
Support-Ops-Category::Pagerduty
The issue/MR is about Pagerduty
Support-Ops-Category::Provisioning
The issue/MR is about provisioning something
Support-Ops-Category::ZendeskApps
The issue/MR is about Zendesk Applications (creation, development, etc.)
Support-Ops-Category::ZendeskForms
The issue/MR is about Zendesk Forms
Support-Ops-Category::ZendeskMacros
The issue/MR is about Zendesk Macros
Support-Ops-Category::ZendeskOrgsAndUsers
The issue/MR is about Zendesk Organizations and/or Users
Support-Ops-Category::ZendeskOther
The issue/MR is about Zendesk, but does not fit into other categories
Support-Ops-Category::ZendeskSettings
The issue/MR is about Zendesk Settings (admin level)
