RFC - Update working on tickets with reduced capacity mode

Why is this change being made?

The All FRT and Emergencies and All NRT views are now visible to all agents. With this change, we are implementing a "reduced capacity" mode where Support Engineers will work tickets out of these views when the Support Teams capacity is reduced due to Holidays, Meet-ups, Summit, etc.

I am looking for feedback on this change. I do not expect that we will need to utilize this mode for more than 5-6 days a year. This is not meant to be a mode for when 1 or 2 SGGs have limited capacity, but for when the team had limited capacity due to planned events or Holidays.

Due Date for comments: 2023-11-17

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
  • 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

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