Skip to content

Update case creation in smb advocate section of L&R Support Working with Sales escalation procedure

Ket Slaats requested to merge kslaats-main-patch-f2fb into main

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.

Update Case Creators to align with SMB Advocate Team escalation procedure within the Support > L&R Workflows > Working with Sales flow in regards to: If the Salesforce Account Owner is AMER|EMEA|APAC SMB Sales User, in light of SMB Sales Case: Create a case directly from a Zendesk ticket

In FY25, the SMB Advocate Team primarily works out of SFDC cases, per the Global Digital SMB Sales Model.

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
Edited by Ket Slaats

Merge request reports