Move [Support:How to] sections from issue templates to relevant handbook workflow pages

Problem Statement

What is the problem?

With the move of L&R internal requests to Zendesk tickets, we have lost the section that explained how to approach the specific steps to tackle a request.

This issue will be used to track progress of the handbook updates. All and any input is much appreciated 🙏.

Why is this a problem?

There is a knowledge gap introduced with this change. Previous SEs would know what needs to be done for all kinds of IRs but new team members and/or managers do not have this information.

Proposal

Document the [Support:How to] sections from issue templates to relevant handbook workflow pages.

Then maybe add the relevant links to the IRs ZD tickets once done.

Below is a table of all the IR form options currently available and an example of the issue with the How to section that can be used to compare and update the handbook page where needed.

Please edit the below table with who can volunteer to create the MR for the form item 😄

Done Item Issue Example Volunteer Handbook Page MR created
[ ] Extend an (almost) expired subscription - SaaS Extending trials gitlab-com/www-gitlab-com!104591 (closed)
[ ] Investigate incorrect subscription info - SaaS @kevenhughes
[ ] SaaS NFR license request https://gitlab.com/gitlab-com/support/internal-requests/-/issues/10796#note_731004103 @ffarukh How to extend an NFR (Not for resale) SaaS trial using the rails console I have tried following the workflow in #298924 and seems to be ✅
[ ] Extend a SaaS trial @rrelax Extending trials
[ ] Change an existing SaaS trial @rrelax Trials and Plan Changes - Plan change requests Draft MR
[ ] Billing Entity change https://gitlab.com/gitlab-com/support/internal-requests/-/issues/14642 @ffarukh Billing processes to know about - Zuora entity change Add workflow steps for SaaS billing entity changes (gitlab-com/www-gitlab-com!107125 - merged)
[ ] Extend an (almost) expired subscription - SM @rotanak Handling trials and extensions for GitLab Self-Managed The process in the handbook seems to make sense ✅ . need confirmation from others
[ ] Customer did not receive the license - SM @rotanak Sending licenses to a different email address and Delivery of license files MR 106375
[ ] Customer needs the license resent to a new person - SM @rotanak Sending licenses to a different email address MR 106375
[ ] Multi-year license needs to be generated - SM @dkua1 Handling multi-year subscriptions
[ ] Self-managed NFR license request @chantalskye Draft NFR license workflow
[ ] Problems starting a new Self-managed trial - SM @kevenhughes
[ ] Modify an existing Self-managed trial @chantalskye Handling trials and extensions for GitLab Self-Managed
[ ] Extend an existing Self-managed trial @chantalskye Handling trials and extensions for GitLab Self-Managed
[ ] Order Management @ffarukh Remove L&R hawk role and Add order management info (gitlab-com/www-gitlab-com!107153 - merged)
[ ] Hacker One Reporter License @benjaminking Generating HackerOne Reporter Award Licenses MR created with a new Support workflow and updated references to the new request form.
[ ] Wider Community License @samhewitt gitlab-com/www-gitlab-com!106525 (merged)
[ ] Internal Request - Other (nothing else fits the request)
[ ] Associating purchases with additional accounts Page Link
[ ] Quarterly Subscription Reconciliations @rrelax Page Link

DRI

@ffarukh and @rotanak will act as the DRI for this issue.

Required Resources

@gitlab-com/support/licensing-subscription team members to review the MRs

Support Manager volunteers to review and/or merge the updates

Potential Roadblocks/Things to consider

  1. Some issue template deal with multiple problems so the How To section from the template doesn't reflect every problem. Additionally, consider reviewing the problem in the example issue and the comments on how the problem is resolved.
  2. Some Form options do not have a corresponding template with the How to sections

Desired Outcome

What does success look like?

All or Most Internal requests should have a corresponding workflow page in the handbook for reference

How do we measure success?

This should enable SEs working L&R Internal Requests to get a quick reference to the relevant workflow

Where would future feedback go?

A new meta issue to discuss the feedback and take action as needed

Related Issues/MRs/Epics/Tickets

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Edited by Sokunrotanak Srey (Rotanak)