Proposal: Allow Emergency Form tickets to be STARred
Problem Statement
What is the problem?
Currently, the ZD STAR App does not allow tickets in the Emergency Form to be STARred. This is creating confusion for STAR-submitters and is resulting in direct posts into #support_attention-ticket-requests and other public channels.
Why is this a problem?
There are valid reasons for a non-Closed Emergency ticket to be STARred (examples: we are not responding according to customer expectations; re-activating an Emergency ticket currently marked Solved; there may be others, feel free to add your comments). A STAR-submitter with this idea is blocked from using the STAR App without explanation, introducing confusion into an already heightened situation. This then results in untracked posts into various Slack channels, with no DRI and untimely notifications, which is exactly the situation STAR is meant to avoid.
While there may be invalid reasons to STAR an Emergency, we can simply document those in the handbook, without blocking users. The on-call manager can also use their judgement when evaluating the STAR request, as they do in every case.
Recent examples prompting this Issue (internal Slack links):
- https://gitlab.slack.com/archives/CBVAE1L48/p1687766383429679
- https://gitlab.slack.com/archives/CBVAE1L48/p1686045645233409
- https://gitlab.slack.com/archives/C05EA9UFU7P/p1687859037626629
Note that these are likely to be low volume. I assert that the value of using the STAR process for Emergency Form tickets is worth the tradeoffs of having a couple more STARs coming in.
Proposal
Ensure the ZD STAR App is available for tickets using the Emergency Form, assuming all other STAR criteria are also met.
DRI
@rspainhower will act as the DRI for this issue.
Required Resources
Support Ops team to determine implementation method and delivery dates.
Potential Roadblocks/Things to consider
Different Support Managers may handle STARs somewhat differently (https://gitlab.com/gitlab-com/support/support-team-meta/-/issues/5219).
Some may say that workflows suggest Emergency tickets should be dispatched quickly enough that a STAR would never be necessary.
Desired Outcome
What does success look like?
ZD STAR App is available for Emergency tickets that meet the other criteria for STARrability.
How do we measure success?
ZD STAR App works on Emergency tickets, instead of not being available.
Where would future feedback go?
New Issues to be created as needed.