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| Workflow State | Definition | Expectation |
|---|---|---|
| Needs Triage | Newly Created Ticket | Engineers will pick these tickets up and triage them. OLA to be determined |
In Triage | Engineering team is actively triaging ticket | An engineer is actively triaging the ticket, communicating within the CR ticket with stakeholder for any additional information needed to confirm issue, validate priority, and determine correct routing of ticket. |
Waiting for Customer | A question has been posed to an external stakeholder (requester, product, PC, etc) and triage is paused pending a response. | Additional communication and knowledge is needed for engineering team to be able to continue work on the issue. |
| Triaged | Issue has been confirmed, priority has been set, and routing has been determined. A development ticket can be created. | There is enough information for the triaging team to know priority of the issue, the Product Area and Product Component that is affected, which team to route the issue to, and has updated the CR ticket as needed. This is will be the final stage where the engineer needs to manually update the CR ticket, outside of any additional communications during development with the requester (validating fixes in QA/stage/sandbox, etc). |
| Backlog | Status of Development tickets that have been triaged and are not yet prioritized, or are lower in priority. | There will be review of these issues in some cadence TBD to determine if priority of these tickets should be changed and/or moved into the prioritized queue. |
| Prioritized | Status of Development tickets that have been triaged and are already prioritized. CAT-1 & CAT-2 tickets will by default move to this state. (Discussions around CATs here are ongoing) | These are issues that are higher priority and have been already prioritized by the engineering team and product. They are ready to be picked up by the engineering team for development work to begin. |
| In Progress | Status of Development tickets that are currently in development by the engineering team. This includes Dev statuses In Progress, In Code Review, Merged. | An engineer is actively working on development of this ticket and resolving the issue. |
| Blocked | Status of Development ticket that has begun development and has now reached a point that it is blocked in development. This can be caused by any number of items including release freeze, rollback, blocked on an external team to name a few. | An engineer is actively keeping up with the work on this ticket, but has reached a point that they are blocked on moving forward to completion. They need this external blocker to clear before they can proceed. |
| Closed | Either the ticket has been Closed without needing development work or the status of the Development ticket that it has been marked Done. | This issue has been resolved. The ticket can be marked closed if during triage it was determined that no development work was needed, or if the development ticket has been marked as Done and the fix has been released to Production. A final communication to the stakeholder should be made to let them know that the issue is going to be closed and communication as to why with necessary level of context. |
| Escalated | A ticket has been escalated by an external a stakeholder. | This ticket has been escalated by an external stakeholder and Product and Engineering leadership has been alerted. The stakeholder has entered an escalation reason. This means that a conversation with product and eng-lead will occur A stakeholder has hit the "escalate" button on the CR, and included an explanation of the urgency on the ticket. This will alert the product & eng-lead who will reach out to understand stakeholder needs to determine if any additional escalation is necessary within the team. This does not mean the ticket will be definitely be moved to the top of the list. |
| Reopened | A ticket that had previously been closed has been reopened for work. | This ticket needs to be triaged again to determine why it was reopened and why the original closure reason was not valid. If it appears that the original issue was resolved, but there is a new issue related to this ticket, a new ticket should be filed but linked to this original issue. |
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