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.
Triaging these comes into three areas:
Support-Ops also makes use of the GitLab Triage Gem to assist in ensuring all issues/merge requests are triaged.
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:
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:
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: