Commit 336ebfc1 authored by Iris Blackburn's avatar Iris Blackburn 🤔 Committed by Jane Gianoutsos
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Add closure code during incident ticket creation

parent 4a150bc5

content/handbook/support/workflows/dedicated_cmoc.md

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@@ -42,6 +42,7 @@ Follow these steps to create a new Outbound Contact Request ticket for the custo 
    1. **CC** the other operational email addresses and the Customer CSM.

    1. Set the **Preferred Region for Support** to the region similar to where the tenants' `Primary Region` is located.

    1. Add a `dedicated_contacted_request` **tag** to the ticket.

    1. Set the "Support Resolution Codes" to **Incident**.

1. Assign the ticket to yourself.

1. After sending the initial outreach message to the customer, mark the PagerDuty alert as **resolved**. The alert's purpose is specifically to engage the GDCMOC to start communication.