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Goal

To have a consistent process across the full Sustaining & Escalations team so that stakeholders do not need to know which underlying team is working on an issue and to create consistent expectations across the organization.  To also work with our Product counterpart with regards to prioritizing the backlog allowing developers to focus on development and reduce context switching between tasks.

What is the process?

1. A ticket is automatically created by Triage within Customer Request (CR) process into the Prod Project

   1. Ticket is automatically filtered within Backlog or Prioritized based on CAT

   2. Ticket will show up on appropriate Kanban based on Team assignment

2. Pick up the ticket at the top of the Prioritized column

   1. Product will be maintaining this column

3. Assign yourself to the ticket

4. Begin work to diagnose and resolve the issue

5. Tag Leads if you believe the issue will take more than a week to complete

   1. This will allow expectations of stakeholders to be set appropriately and prioritization to be clear
6. Tag Leads with status/questions/concerns as needed

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What are the team Kanban Boards?

• Mavericks Prod Kanban Board:  https://openedx.atlassian.net/secure/RapidBoard.jspa?rapidView=511
• Spartans Prod Kanban Board: https://openedx.atlassian.net/secure/RapidBoard.jspa?rapidView=507