Adjustments to Working With Issues workflow for new Healthy Backlog Initiative

Problem Statement

The Healthy Backlog Initiative - Issue Management Plan (gitlab-org&18639) epic has several mentions of Support to apply the new ~"Customer Interest" label to issues in certain circumstances. We already apply the ~customer label according to our working with issues workflow.

What is the problem?

Our existing workflow is out of date.

Why is this a problem?

We won't be following the new asks for Support to add the new label for maintaining backlog health.

Proposal

• Update the workflow with steps to apply the new label, specifying the distinct conditions outlined by the Product epic.

• Clarify what is to be done with the old ~customer label

• Clarify what is to be done with the existing backlog issues' labels (already asked on the epic)

• Update the Zendesk bot which automatically adds ~customer to add the appropriate label(s)

DRI

@mlockhart will act as the DRI for this issue.

Required Resources

• Talking to the engineering leads on the Healthy Backlog epic
• Confirming who in Support already has visibility on this (perhaps there's an existing issue?)

Potential Roadblocks/Things to consider

Reviewing the bot will require the help of Support Operations or the team now responsible for its upkeep

Desired Outcome

What does success look like?

Support will apply the new ~"Customer Interest" label to issues as requested by the Healthy Backlog Initiative

How do we measure success?

New issues and issue updates with the ~"Customer Interest" label applied

Where would future feedback go?

Feedback should go on the original epic or other identified communication channel.

Related Issues/MRs/Epics/Tickets

Healthy Backlog Initiative - Issue Management Plan (gitlab-org&18639)

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