Commit 7c41cdc4 authored by Kate Grechishkina's avatar Kate Grechishkina 🇺🇦
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Fix STAR macro name

parent 08412b2e

content/handbook/support/workflows/support_manager-on-call.md

+1 −1
Original line number Diff line number Diff line
@@ -92,7 +92,7 @@ Some steps of STAR treatment are handled by bots and auto-responders. The text ` 
   1. **BOT**: Slack announcement is posted to `#support_ticket-attention-requests`, with an `@mention` of the current on-call Support Manager's name.

   1. In many cases **BOT** adds an internal note to the Zendesk ticket and STAR Issue.

1. Add the `:eyes:` emoji to the Slack thread to acknowledge you are looking at the STAR.

1. In the Zendesk ticket, use the `Support::Managers::Escalated Ticket` macro to crosslink the STAR Issue and discussion thread, and tag the ticket.

1. In the Zendesk ticket, use the `Support::Managers::STAR Escalated Ticket` macro to crosslink the STAR Issue and discussion thread, and tag the ticket.

1. Assess the ticket, and the business case justifying the request (triage).

   - Questions to the initiator can be put in Slack (synchronous) or in the STAR Issue (asynchronous).

   - Final dispensation should be documented in the STAR Issue, because Slack history disappears.