RFC: Use Manager Attention SWIR Tag to highlight items for manager review
The Change Management process in Support sometimes requires that items be socialized among all Support Managers. Examples include: "discuss this item with all your direct reports", "ensure all your direct reports complete this survey". These are usually managed via a Manager Acknowledgement Issue
, but the SWIR is our SSOT, so we need also to announce such items in the SWIR. This issue proposes adding a Manager Attention
tag to the SWIR processor form, to make it easier to highlight items that are specifically important for managers to review.
NOTE: Tags in the SWIR project are meant to be used to trigger notifications only. The tags apply to individual SWIR-item issues -- they do not currently appear in the Google Doc version of the SWIR, nor in the SWIR Issue Digest (example: https://gitlab.com/gitlab-com/support/readiness/support-week-in-review/-/issues/480). This may change in future.
Shortcut: You can find the Manager Attention
label here and subscribe to it: https://gitlab.com/gitlab-com/support/readiness/support-week-in-review/-/labels?search=manager+attention
Caveat: This is meant to be a light process, and is not meant to require strict definitions at the beginning about when to use the tag or not use it. I would like us to try it for a while and see how it proves useful. To that end I am announcing this in the SWIR using the Manager Attention
tag
Feedback: Please provide feedback by 1-March-2023. The tag is already available, but I will update the handbook & issue template instructions on 2-March-2023 to officially adopt the tag.
Related action items for Rebecca:
-
Add Manager Attention
label to SWIR Form (#4882 (closed)) -
Verify manager label (see test issue https://gitlab.com/gitlab-com/support/readiness/support-week-in-review/-/issues/458) -
Create an Issue to socialize the new tag across the leadership team and get feedback (#4917 (closed)) -- add to SWIR on 23-Feb-2023 (https://gitlab.com/gitlab-com/support/readiness/support-week-in-review/-/issues/482); feedback due 1 week later by 1-March-2023 -
Update Rollout Issue Template to include using this tag when adding your item to the SWIR (https://gitlab.com/gitlab-com/support/support-team-meta/-/merge_requests/122) -- 2-March-2023 -
Update Support Handbook SWIR section to document this tag (gitlab-com/www-gitlab-com!120454 (merged)) -- 2-March-2023 -
Add an item to the subsequent SWIR, using the new tag, describing how & when to use the new tag (https://gitlab.com/gitlab-com/support/readiness/support-week-in-review/-/issues/499) -- 2-March-2023