FY21Q2 OKR - Build a culture of Dogfooding in Support => 50%
Temporary location for this issue, which may turn into an epic
-
KR1: >50% of workflows have a link to an issue/epic that would deprecate the workflow => Identified all workflows that can be deprecated and created MRs for most. Strict grading would be less than 50% achievement, since only 20% of workflows really qualified. But adjusting for what we found, I'd give a good 80%
😄 - KR2: > 25% of support tools have a link to an issue/epic that would roll the tool into the GitLab application => 0%, no progress on this.
- KR3: 100% of Support Managers are aligned with a Product Stage as a counterpart => Opened a follow-up to explore this more: #2568 (closed)
Good:
- Lots of cleanup of workflows happened as a result of this OKR (thanks James)
- Got a long-standing MR to GitLab merged as the result of discussing this (thanks Cody)
Bad:
- Stage counterparts was a toss-in and probably shouldn't have been a part of this OKR.
Try:
- Do a better job of estimating work before starting
- Don't toss in extra projects
Progress:
File Name | Title | Issue/Epic Link | MR Link |
---|---|---|---|
account_verification.html.md | Account Ownership Verification | gitlab-org/gitlab#233164 | gitlab-com/www-gitlab-com!58382 (closed) |
admin_note.html.md | Use of Admin Notes | gitlab-org/gitlab#233165 | gitlab-com/www-gitlab-com!58385 |
escalation_process.html.md | Support <> TAM Escalations | https://gitlab.com/gitlab-com/support/support-ops/support-ops-project/-/issues/180 | gitlab-com/www-gitlab-com!58389 (closed) |
handling_refund_requests.html.md | Handling Refund Requests | Skipping - there's another solution coming to this one. | |
hard_delete_project.html.md | Delete Projects in Soft-Deleted State | gitlab-org/gitlab#191367 (closed) | Already has deprecation note |
importing_projects.html.md | Importing Projects for Customers | Multiple | Already contains deprecation links (thanks Cynthia! Doing it before it was cool!) |
internal_requests.html.md | Servicing Internal Requests | ||
license_troubleshooting.html.md | Subscription and billing issues | Multiple | Will ask Shaun to roll this into his OKR FY21-Q3 |
log_requests.html.md | Log and audit requests | gitlab-org&736 | gitlab-com/www-gitlab-com!58394 |
service_desk_troubleshooting.html.md | Service Desk Troubleshooting | ||
trial_extensions.html.md | Working with Trial Extensions | Not deprecatable if Sales can't have access to customers portal | |
verify_subscription_plan.html.md | GitLab.com Subscriptions | https://gitlab.com/gitlab-com/support/managers/okrs/-/issues/5 | Let's wait for Jason's FY21-Q3 OKR |
Edited by Lyle Kozloff