A firefighter’s main role is to watch, address, and help maintain customer issues through completion. Secondary to customer issues are internal, team known issues. Both customer and internal issues are to be triaged when they are presented to the firefighter.
Triage in Jira
Most Jira triaging happens in two projects, Customer Support and UX - Enterprise Admin. Issues are to be monitored and responded to by the firefighter while on duty, and done so frequently throughout their work day.
Customer Support (OPS) project
The Customer Support (OPS) project contains issues beyond the scope of Enterprise Admin. Firefighters are to assess incoming issues and respond accordingly, both of which can be done by monitoring the Enterprise Admin FF Monitor filter. Issues need to be addressed by the team in one of two ways:
- If an issue involves the Enterprise Admin team
- Comment on the issue
🤚 Enterprise Admin - Create a ticket in UX - Enterprise Admin, linking the new ticket to the Customer Support ticket
- Comment on the issue
- If an issue does not involve the Enterprise Admin team
- Comment on the issue
N/A Enterprise Admin
- Comment on the issue
Once the Customer Support issue has been commented on by a member of the Enterprise Admin team, it will be removed from the Enterprise Admin FF Monitor filter. The issue can continue to be tracked, if needed, from the opened ticket in UX - Enterprise Admin.
UX - Enterprise Admin project
Firefighters will only be responsible for triaging incoming bugs and other needed fixes for the following projects:
- People
- Reports
- Support
- Settings
- History
- Monitor
UX - Enterprise Admin issues can be tracked with the Enterprise Admin Project Issue Monitor. The filter will need to be watched far less than the Customer Support project as far fewer issues are submitted this way. It should be reviewed, and organized if possible, a couple times during a firefighter’s rotation.
Triage in Slack
Customer Issues
All incoming customer issues are surfaced in the #team-customer-issue-triage Slack channel. It is suggested to watch this room in tandem with Enterprise Admin FF Monitor, but it is not required. #team-customer-issue-triage’s fate hangs in the currently balance and may be deactivated in the future as we continue to iron out the new customer issue triaging process.
Enterprise Admin Issues
Firefighters should be present, active, and properly have notifications set up for the following Slack Enterprise Admin based rooms:
#prod-people-reports#org-ux-admin#team-ent-admin
Though not specifically for firefighting, the following Slack Enterprise Admin based rooms are also good to be apart of and watching to some degree:
#prod-platform-ux#team-ux-enterprise
Firefighters should monitor for any incoming issues that are posted in any of these rooms. If an issue hasn’t already been created, firefighters should begin the triaging process by creating an issue in UX - Enterprise Admin.