This section has been created to help simplify the process, help to understand the Role of the SIG team Lead, as well as the SIG Team members:
To give all of Support a voice and visibility into what we're doing, we're introducing a two-step process:
Intake Request is made (through the [SIG Intake Request Form](https://gitlab.com/gitlab-com/support/support-project-portfolio/-/work_items/new?description_template=sig_intake))
**Step 1**:
1. Change Request (if it's a change to existing processes)
1. Project Request (if it's a big ask that needs to be started, not currently existing, requires subtasks)
1. AI Tooling Request (creating agents, aligning tools)
Open an RFC in Support Team Meta (STM) — This makes your request visible, invites feedback from across Support, and helps us spot any overlap with other projects. Include a due date so we can keep things moving (see the workflow below).
Once your RFC is completed:
The **SIG Team Lead** works with Support Leadership around prioritization of SIG Requests. The Priority is based on What's in Process, and What's up Next. The Slack Channel #spt_leadership_internal will be used to request the prioritization. We will set priority based on R.I.C.E Scoring on a weekly list, and ask if changes need to be made.
**Step 2**:
**SIG Team Members** will:
Submit a SIG Intake — With the RFC feedback already in hand, SIG can prioritize and roadmap your request much faster.
- Self-select Requests to work on based on the SIG Issue Board (Rather than being Assigned).
- SIG Team members will only own up to a max of 3 items at one period of time.
- Managers will engage with direct reports (SIG Team Members) to make sure projects move forward.
- Will work the issue with Managers across Leadership to find a solution
- Act as a Reviewer (not the solver). The SIG Team members' job is to make sure the right questions are asked, and send anything unclear back to the Requestor (who is the DRI) for clarification. It is NOT the SIG Team members' job to fully flesh out the idea or drive the solution themselves.
- Get Leadership approval for the item they are assigned to.
- If a Solution is required, Open a Feature Request (FR) with CSS (Customer Support Systems).
- Once Leadership approves, (if they approve ) move the item to "Approved (Ready for Release) Label status.
**Note**: Not every request requires an RFC. For straightforward changes — like adding a product category — skip straight to a SIG Intake and we're ready to act.
From there, the SIG Team Lead will get involved, and work with CSS on the Roadmap/Capacity Planning.
SIG's job is to validate, review, and assess the impact of requests before we move forward — so we can prevent those downstream surprises.
All requests will be reviewed by the team members (which have been selected by Support Managers).
The SIG Team Lead is responsible for Messaging, and Communications.
