Creating support Dev Pulse page

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.

Relates to https://gitlab.com/gitlab-com/support/support-ops/support-ops-project/-/issues/970

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

• Creating support Dev Pulse page

---

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, simple 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.