Merge branch 'jcolyer-main-patch-1326' into 'main'

Draft: Creating support Dev Pulse page

See merge request !7950

content/handbook/support/workflows/dev_pulse.md

+---
+title: Dev Pulse
+category: Handling tickets
+description: Support documentation page for Dev Pulse
+canonical_path: "/handbook/support/workflows/dev_pulse"
+---
+
+## What is Dev Pulse?
+
+Dev Pulse is the name for a set of scripts and Zendesk setups we utilize to
+actively monitor various types of issues and merge requests in relation to bug
+resolution, feature request resolution, and requests for help (or RFH for
+short).
+
+Through all the components, Dev Pulse allows a Zendesk ticket to stay in the
+`On-hold` while waiting on an issue or merge request to reach a specific state.
+
+When the specific state is reached, the tickets within Zendesk using Dev Pulse
+are updated to indicate there has been a state change on the issue or merge
+request they were waiting on.
+
+## Using it
+
+### How to mark a ticket as waiting on a bug issue or MR
+
+To mark a ticket as waiting on a bug issue or MR, the following steps should be
+taken:
+
+1. Add the link to the bug issue or MR in the Zendesk ticket field
+   `Waiting on issue or merge request`. Make sure to remove any extra parameters
+   from the URL (anything after the IID of the issue or MR)
+1. Apply the macro `General::Waiting on bug resolution`
+
+Submit the update as `On-hold` (the macro should default it to that for you) and
+the process has been initiated.
+
+### How to mark a ticket as waiting on a feature request issue or MR
+
+To mark a ticket as waiting on a feature request issue or MR, the following
+steps should be taken:
+
+1. Add the link to the feature request issue or MR in the Zendesk ticket field
+   `Waiting on issue or merge request`. Make sure to remove any extra parameters
+   from the URL (anything after the IID of the issue or MR)
+1. Apply the macro `General::Waiting on feature request resolution`
+
+Submit the update as `On-hold` (the macro should default it to that for you) and
+the process has been initiated.
+
+### How to re-initiate the process on a ticket
+
+If for whatever reason you need to restart the process, simply follow the above
+instructions for your type of situation. The macro and setup will accomodate for
+it.
+
+### How to update a parent problem ticket?
+
+Updating the parent problem ticket will result in all the tickets attached to it
+(i.e. the other tickets waiting on a bug or feature request issue/MR) to also be
+updated. However, to ensure that works properly, you should follow these steps
+everytime:
+
+1. Type out the public comment you wish for all the attached tickets to use
+1. Click `Submit as Solved` at the bottom-right of the ticket page
+1. Read through the popup modal that appears
+1. Click `Solve this ticket and xxx linked incident(s)` to submit the update
+
+### What do I do if I want to stop using this on a ticket already using it?
+
+As this requires a very specific set of steps, please request this be done by
+the Support Readiness team by posting in the
+[#support_operations](https://gitlab.enterprise.slack.com/archives/C018ZGZAMPD)
+Slack channel.
+
+### What do I do if the related issue or MR was marked as a duplicate or moved?
+
+When this happens, you certainly don't want to mass update the customers just to
+say the issue/MR was not actually resolved. Instead, we should update the
+issue/MR link being used and start monitoring that new one.
+
+As this requires a very specific set of steps, please request this be done by
+the Support Readiness team by posting in the
+[#support_operations](https://gitlab.enterprise.slack.com/archives/C018ZGZAMPD)
+Slack channel.
+
+## Viewing and reporting on this
+
+- [Explore dashboard](https://gitlab.zendesk.com/explore/dashboard/8A40804AF5438788D3839999DC2751523E962D04C5CD07AC4040B4108BB90B4F)
+
+### Where can I view a list of active parent problem tickets?
+
+You can view these via the view `Links to bugs and feature requests` in the
+Zendesk instance.
+
+### Where can I view tickets waiting on a bug or feature request?
+
+You can view these via the view `Bug or Feature Request tickets` in the Zendesk
+instance.
+
+### Where can I view tickets waiting on a RFH issue?
+
+You can view these via the view `RFH tickets` in the Zendesk instance.