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?
A ticket is automatically created by Triage within Customer Request (CR) process
Ticket is automatically filtered within Backlog or Prioritized based on CAT
- Ticket will show up on appropriate Kanban based on Team assignment
Pick up the ticket at the top of the Prioritized column
- Product will be maintaining this column
Assign yourself to the ticket
- Begin work to diagnose and resolve the issue
Tag Leads if you believe the issue will take more than a week to complete
- This will allow expectations of stakeholders to be set appropriately and prioritization to be clear
- Tag Leads with status/questions/concerns as needed
FAQ
What if the ticket does not provide enough data to complete?
Move the ticket to Waiting on Reporter
- This will manually update the status on the CR ticket
Add the question or request to the CR ticket directly
- Non-engineering discussion should be limited to the CR ticket
What if the Platform Area/Team from CR turned out to be wrong?
- Feel free to correct that data as it will help with reporting
- Platform Areas & Product Components: Full Listing
What if this issue relates to active development work?
Follow necessary triage steps in: edX Active Feature Development Work & Ownership
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