Full draft of working with ASEs and a related update to ASE PTO planning

Why is this change being made?

Provide a detailed answer to the question on why this change is being proposed, in accordance with our value of Transparency.

Please add the details saying why, not just what in this section. Example: We have discussed the topic in Slack - (copy of Slack conversation). The current process is not efficient, this MR makes the description of X more clear, and helps move Y forward.

This MR contains my proposed page for explaining how non-ASEs can work with ASEs and their accounts. It also contains an updated version of the PTO Planning page based to align correctly with the other page.

I ask that current ASEs ( @klang , @harishsr , @ulisesf , @tmarsh1 and @dkua1 ) review the MR and offer suggestions to make the standards proposed here align well with the best practices they use, or think we should all use.

Author and Reviewer Checklist

Please verify the check list and ensure to tick them off before the MR is merged.

• Provided a concise title for this Merge Request (MR)
• Added a description to this MR explaining the reasons for the proposed change, per say why, not just what
  • Copy/paste the Slack conversation to document it for later, or upload screenshots. Verify that no confidential data is added, and the content is SAFE
• Assign reviewers for this MR to the correct Directly Responsible Individual/s (DRI)
  • If the DRI for the page/s being updated isn’t immediately clear, then assign it to one of the people listed in the Maintained by section on the page being edited
  • If your manager does not have merge rights, please ask someone to merge it AFTER it has been approved by your manager in #mr-buddies
  • The when to get approval handbook section explains the workflow in more detail
• For transparency, share this MR with the audience that will be impacted.
  • Team: For changes that affect your direct team, share in your group Slack channel
  • Department: If the update affects your department, share the MR in your department Slack channel
  • Division: If the update affects your division, share the MR in your division Slack channel
  • Company: If the update affects all (or the majority of) GitLab team members, post an update in #whats-happening-at-gitlab linking to this MR
    • For high-priority company-wide announcements work with the internal communications team to post the update in #company-fyi and align on a plan to circulate in additional channels like the "While You Were Iterating" Newsletter

Commits

• Full draft of working with ASEs and a related update to ASE PTO planning

---

content/handbook/support/enhanced-support-offerings/offering-assigned-support-engineer/ase-workflows-and-standards/planning-pto-as-ASE.md

@@ -30,10 +30,10 @@ will be out.
 - Review the accounts and open tickets with your backups
 - Inform the customers and account teams of your upcoming absence and your
   coverage plan
-
-Help the SEs who will be monitoring your accounts to setup a notifications in
-Zendesk using the [notifications app](/handbook/support/readiness/operations/docs/zendesk/apps/global-apps/#notifications-app)
-so that they will be notified of new tickets.
+- Help the SEs who will be monitoring your accounts to configure the Zendesk
+  [notifications app](/handbook/support/readiness/operations/docs/zendesk/apps/global-apps/#notifications-app)
+  to notify them upon the arrival of new tickets.
+- Configure Slack to indicate who is covering for each of your accounts
 
 ### Returning from PTO