Create a macro transforming an emergency ticket into a regular ticket
Problem Statement
What is the problem?
Currently, there is no easy way to downgrade an emergency ticket to a regular one as the workflow Handling an emergency downgrade is not fully correct. As an alternative, it is possible to create a new regular follow-up ticket manually, but it is not convenient as it requires manual actions.
Why is this a problem?
- Some tickets staying in Emergency form for a long time (more than 1-2 days), and they are actually handled like regular tickets. Such tickets are visible to everyone at the top of all SGG views. If they are not real emergencies, they serve as a distraction, and it does not make sense to keep them there.
- Quoting Rebecca from #5756 (comment 1749478942):
One downside of the current way of doing things is that it involves Closing the Emergency ticket, and we don't generally like to Close tickets out from under a colleague or the customer. A new method should allow us to modify the ticket via the macro, without closing it.
Proposal
- We should create a macro that will allow us transforming an emergency ticket into a regular high/normal/low ticket. Support-Ops confirmed that it should be possible in this comment.
- We should mention this macro in the Emergency internal comment generated by the bot.
DRI
cc @jcolyer
Required Resources
- Efforts on the side of Support-Ops will be required to figure out how to create such macro.
- It will be also required to update the workflow Handling an emergency downgrade @atanayno will work on it.
Potential Roadblocks/Things to consider
n/a
Desired Outcome
Once the macro is implemented, the process of emergency downgrade will become easier.
What does success look like?
Less tickets stuck in Emergency form for a long time.
Related Issues/MRs/Epics/Tickets
RFC issue: #5756 (closed)
Edited by Alexandr Tanayno