Maple SGG Trial Proposal: High Priority Handover Workflow Form
Trial Proposal Summary
Starting next week (2023-Aug-21), we'd like to ask Maple to trial a new workflow form for handing over High priority tickets within or across regions.
The form will be accessible from your Slack channel and seeks to help with a few things:
- Provide a set of consistent details for ticket handover requests.
- Provide a log that will give us a history of handover requests (measurable volume).
- See if this helps elevate visibility and cross-region collaboration for High Priority tickets, especially during those transition periods between AMER<>APAC, APAC<>EMEA, and EMEA<>AMER.
Steps
If you have a High Priority ticket that requires handing over to another engineer (within or outside of your region):
-
Open the workflow form by clicking on the
Workflows
folder, and selectingHigh Priority Handover
at the top of Maple's channel. -
Fill in the details as per the form, which will include:
- The ticket URL (actual link to the ticket)
- Region Needed (the target region where SE assignment is needed)
- Target region on-call manager (the manager on-call for the region where assignment is needed)
- Problem Summary (quick summary of the ticket issue)
- Blockers (any blockers that we need to be aware of)
- Next Steps Needed (action items that new assignee and/or on-call manager needs to take)
-
Submit!
Once the form is a submitted, a message will show up in the Maple Slack channel. The on-call manager will get a ping to help as necessary. Once a new assignee has been identified (either via self-volunteer or on-call manager helps find someone), that person should then click on the Acknowledge
button to confirm they will be taking assignment of the ticket.
That's it! We'll plan to trial this for one month to give everyone sufficient chance to learn about this and try it. A month will also give us ample time to understand its usefulness / volume of requests, reasons for handover, etc.
Future iterations for consideration might include:
- Work with Ops to add this as a ZD App, so we can request handover from within ZenDesk itself.
- Any improvements with the form fields and/or workflow process itself.
- Expand the scope of the handover form to all priorities.
Feedback
Please don't hesitate to add in your feedback to this issue! Due Date will be set to 2023-Sep-22 for feedback (assuming a trial completion of 2023-Sept-15). Thank you all!
APAC: @awinata @anton @rotanak @emchang @tmike @anagayama @jgianoutsos @kslaats @weimeng-gtlb
EMEA: @atanayno @cnightingale @ndesilva @swainaina @ffarukh @ckaburu @simonstreet @sabinecarpenter @jlyttle @erikamiklos @rspainhower @tsorensen @Ikosenko
AMER: @tristan @definitelynotsam @glong @Austin_Pierce @rdeoliveira1 @e_munn @rkelly @ralfaro @izzyfee