Alert assigned engineer as main point of contact when STAR opens
Request for comments
Need
Currently, when a STAR opens, the manager on call gets pinged. Often the STAR-ed cases are already assigned and the requestor would like to bring additional attention to them. In this case pinging the manager might not be the most efficient way to go forward as the manager would actually just reach out to the engineer assigned.
Approach
STAR form would ping the engineer assigned instead of the manager.
1st iteration could be
- Engineer and manager on call gets pinged as well
2nd iteration could be
- Slack knows are business hours / PTO -- could help with pinging engineer only is available otherwise still ping manager on call
Benefit
Saving time and effort.
Challenges
Cases to look out for
- engineer is in different timezone
- engineer is on PTO
Changes for the pinged engineer
- engage in STAR thread with the requestor
- use STAR macro in ZD ticket
- escalate to on-call manager if needed
Competition / Alternatives
Keep it as it is.
Edited by Erika Miklos