Page Comparison

Purpose

Separate the customer request from the development workflow to drive process improvements that improve the actionability of incoming tickets and install automation into the triaging effort. Once a ticket has been triaged, any additional clarification needed from our internal customers will be initiated in the CR ticket, however any incoming status requests, or escalations from an internal customer will be directed to the Product Manager or Engineering Lead and assigned back to the engineer only when necessary. 

Goal

Minimize triage time per ticket to 30-60 minutes to create more dedicated engineering time which will increase our resolution output.

What is the process?

1. A ticket is created by an internal Customer using the Employee Support Portal

2. Monitor Customer Request Queues

   1. Mavericks

      1. Content & Authoring

      2. Catalog & Publishing

      3. Platform & Infrastructure

   2. Spartans

      1. Commerce & Payment

      2. Learner Experience

      3. Business & Enterprise

3. Set appropriate fields for each issue

   1. Assign to yourself

   2. Update Workflow >> Acknowledge Request

   3. Reach

      1. How many people are affected?

   4. Impact

      1. What is the impact of this issue, for example: completely blocked, workaround available, working but ugly

   5. Priority (based on reach/impact)

   6. Team (may not be the team you are on)

   7. Platform Area

   8. Ensure Description includes: 

      1. Steps to reproduce

      2. Necessary links and screenshots

      3. Explicit expectation of behavior

      4. Any timeline or urgency to take note of

4. Move CR ticket to Triaged Jira status by updating Workflow >> Move to Development Workflow

FAQ

What if the ticket does not provide enough data to complete the above fields?

• Add a comment asking the customer/reporter to provide additional context or missing information and move to Waiting for Customer status

  • It will move out of the triage queue at this point, move it back to In Triage once the reporter has responded 

What if the Product Component (second drop down) is not a part of the list?

• Ensure that the Platform Area is still set (first drop down)

• Add an internal comment on the CR ticket and tag Seth and I - we can work to get it added appropriately

What if I quickly know that it's a configuration change that does not need any code changes?

• Add a label "configuration" to the CR ticket

• Resolve work within CR ticket itself

What if this issue relates to active development work?

• Follow the steps above and move to Triaged, once the Product ticket exists follow necessary triage steps in: edX Active Feature Development Work & Ownership

What does moving something to Triaged do?

• This will create a corresponding Prod development ticket and move it into Backlog or Prioritized by default based on the CAT/Priority

When does the CR ticket close?

• This ticket will automatically resolve once your development ticket is moved to Closed

• Once you complete a development task, you should feel empowered to validate that the issue has been resolved and close once you've validated

  • If the customer needs to reopen the ticket they can

  • If you do not have a way to validate yourself and must have the customer validate, you should ask them to do so on the CR ticket and not the development ticket