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CR Communication Policy Slides For a guided walkthrough. Below is a summary table:
| Step | Description | Call to action (customer) |
|---|---|---|
| Begin Triage | Automated notice provided via a status update in the CR ticket | None |
| Clarify Problem | Expected back and forth communication in order to understand what is the problem which the reported issue is a symptom of | Respond to any requests for additional info and confirm mutual understanding of the problem we are trying to solve |
| Summarize CR | This is a posted comment summarizing the review of the issue and what the expected path forward is based on the Triager’s current | Ensure alignment with the general direction of the ticket based on the summary, express any concerns with the identified path forward via an FYI or escalation workflows as seems most appropriate to the severity of the issue. |
| Development backlog | The status will be auto-updated in the CR to reflect a ticket is in the backlog fro Cat-3 - Cat-5 tickets | None |
| Prioritize | the status will be automatically updated to the CR to reflect Prioritized status. Cat-1 & Cat-2 Are auto-prioritized once triaged. | None |
| Assign Ticket to Self | An automated post to the CR will occur when a Sustaining Eng assigns the ticket to themselves for review | None |
| Determine Plan of Action | Once a technical review has been completed the Engineer will post in the CR with the review-summary and intended next steps before coding. | Ensure alignment that the intended fix will resolve the issue to the best of our ability. Raise any concerns if it will not be a satisfactory resolution. |
| Daily Status updates | as long as a ticket is in active development status with an assigned engineer, a daily status post will be made to the CR on the current progress. | None |
| Hold Updates | Tickets that are “Blocked” or “Waiting for reporter” will have a manual CR update posted every-other day up until a week. If a ticket is Blocked by a dependency on another development team for more than a week the Engineer will notify the Product owner and Eng lead and post the next expected update on the CR. Tickets that are “Waiting on reporter” will have a follow up posted to the CR two days after the initial request and if no response is heard after 2 more days the ticket will be closed. | Clarify any requests for clarification on the CR. If the blocked status threatens an important deadline for the user escalate the CR ticket and post details about the timeframe. |
| Resolution Confirmation | Once the resolution is merged there will be a closing comment that describes where and when the resolution can be observed. | Confirm resolution and any ask clarifying questions to help close the ticket with the end-user. If there are follow-on enhancements beyond the acute issue originally reported create the appropriate ticket for additional review |