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- Create a unified system for stakeholders to leverage which will simplify expectations and reduce confusion on different processes
- Focus all communication necessary for triaging tickets to one location for stakeholders that have multiple tickets open
- The Service Desk project will gather data and metrics automatically that the teams had previously needed to capture manually
- Triage time, but will be able to measure the time the teams actually work on tickets, SLA timing will be paused when waiting on response
- Product Area filtering on ticket intake (determine owner)
- Automation for setting fields in Jira based on user input
- Determine priority based on user input for reach and impact
- Potentially determine Github repos based on platform area and product component
- Clear the way to mark tickets that have been escalated (separate queue)
- Triage data will be used to define SLAs for time to first response and measure when there is an increase in load from outside requests
- Help with broader expectation setting & visibility for stakeholders in recurring reports
- Product Area data will be used to measure hot spots
- Hot spots are areas of the system where most issues are coming from
- This will ultimately help determine where sustaining projects can be focused
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Communication expectations
CR Communication Flow Slides For a guided walkthrough. Below is a summary table:
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