## Suggested Ticket Lifecycle Mini-Projects You can use the mini_projects template to create any of these, though if you use the suggested AI prompts provided with GitLab Duo, they will already do that for you. Nothing here is required, and all of it needs critical thinking applied! This is to seed some ideas that we _could_ explore now that we have a shared Support Ticket Lifecycle language, not a list of pre-approved projects. Please treat this as a starting point: pick things up, adapt them, challenge them, or propose better alternatives. The goal is to surface small, valuable experiments we can run together, not to create a new checklist. If you do pick any of these up, please edit this description and add a link to your issue so others can see what's already in progress. --- ### ~"TL: Authorization" — Sensitive Action Checklist **Description:** Create a quick-reference checklist for actions that require customer authorization or internal approval (e.g., data access, account changes, license modifications). **Relevant artefacts:** - [#7586 - Ticket Lifecycle overview](https://gitlab.com/gitlab-com/support/support-team-meta/-/work_items/7586) - [Account Ownership Verification](https://handbook.gitlab.com/handbook/support/workflows/account_verification/) <details> <summary>AI prompt:</summary> > I want to create a mini-project issue to build a quick-reference checklist for sensitive actions requiring authorization. This helps engineers quickly identify when they need approval before proceeding. > > Help me create an issue in gitlab-com/support/support-team-meta using the mini_project template. Lifecycle impact is Authorization. Proposed scope: inventory actions requiring authorization (data access, account changes, license mods, infrastructure access), document who can authorize each, create a one-page checklist format, and link from relevant workflow pages. Reference #7586 and the Account Ownership Verification workflow. </details> --- ### ~"TL: Diagnosis" — Troubleshooting Decision Trees **Description:** Build 2-3 visual decision trees for common diagnostic paths (e.g., "GitLab is slow", "CI jobs failing", "SSO not working") to help engineers follow consistent diagnostic approaches. **Relevant artefacts:** - [#7586 - Ticket Lifecycle overview](https://gitlab.com/gitlab-com/support/support-team-meta/-/work_items/7586) <details> <summary>AI prompt:</summary> > I want to create a mini-project issue to develop diagnostic decision trees for common ticket types. These will help engineers (especially newer ones) follow structured troubleshooting paths. > > Help me create an issue in gitlab-com/support/support-team-meta using the mini_project template. Lifecycle impact is Diagnosis. Proposed scope: select 2-3 high-volume ticket types, map the diagnostic flow as a decision tree, include key commands and common root causes at each branch, create visual diagrams, and publish to the handbook. Reference #7586. </details> --- ### ~"TL: Closure" — Closure Quality Examples **Description:** Collect and annotate 5-10 examples of excellent ticket closures, highlighting clear summaries, proper categorization, and actionable data for Product/Engineering. **Relevant artefacts:** - [#7586 - Ticket Lifecycle overview](https://gitlab.com/gitlab-com/support/support-team-meta/-/work_items/7586) - [Ticketing Style Guide](https://handbook.gitlab.com/handbook/support/workflows/how-to-respond-to-tickets/) <details> <summary>AI prompt:</summary> > I want to create a mini-project issue to develop annotated examples of excellent ticket closures. This will model what good closure looks like and improve data quality for downstream teams. > > Help me create an issue in gitlab-com/support/support-team-meta using the mini_project template. Lifecycle impact is Closure. Proposed scope: define closure quality criteria, collect 5-10 anonymized examples, annotate what makes each effective, create a pre-closure checklist, and publish to handbook/training materials. Reference #7586 and the Ticketing Style Guide. </details> --- ### ~"TL: KCS" — "Solve-and-Evolve" Habit Prompts **Description:** Create lightweight prompts that encourage KCS behaviors during ticket work — e.g., "Did you search before solving?", "Could this update an existing article?" **Relevant artefacts:** - [#7586 - Ticket Lifecycle overview](https://gitlab.com/gitlab-com/support/support-team-meta/-/work_items/7586) <details> <summary>AI prompt:</summary> > I want to create a mini-project issue to design KCS habit prompts that encourage knowledge reuse and contribution during ticket work. > > Help me create an issue in gitlab-com/support/support-team-meta using the mini_project template. Lifecycle impact is KCS (running through all phases). Proposed scope: create one-sentence prompts for each lifecycle phase, determine surfacing mechanisms (Slack, Zendesk sidebar, weekly reminders), pilot with a small group, and iterate based on feedback. Reference #7586. </details> --- ### ~"TL: KCS" — Documentation Gap Tracker **Description:** Set up a simple process for engineers to flag documentation gaps encountered during ticket work, feeding into docs team prioritization. **Relevant artefacts:** - [#7586 - Ticket Lifecycle overview](https://gitlab.com/gitlab-com/support/support-team-meta/-/work_items/7586) <details> <summary>AI prompt:</summary> > I want to create a mini-project issue to establish a lightweight process for reporting documentation gaps discovered during ticket work. > > Help me create an issue in gitlab-com/support/support-team-meta using the mini_project template. Lifecycle impact is KCS. Proposed scope: define what information to capture (topic, current doc, gap, customer impact), create a quick submission mechanism (label, form, or template), establish triage process with docs team, and measure adoption. Reference #7586. </details> --- ### ~"TL: Map" — Lifecycle Phase Self-Assessment **Description:** Create a self-assessment tool that helps engineers identify their strongest lifecycle phases and growth areas, useful for 1:1s and development planning. **Relevant artefacts:** - [#7586 - Ticket Lifecycle overview](https://gitlab.com/gitlab-com/support/support-team-meta/-/work_items/7586) <details> <summary>AI prompt:</summary> > I want to create a mini-project issue to build a self-assessment tool based on the Ticket Lifecycle phases. This helps engineers reflect on their strengths and identify development areas. > > Help me create an issue in gitlab-com/support/support-team-meta using the mini_project template. Lifecycle impact is Map (about the framework itself). Proposed scope: create 2-3 reflection questions per phase, design a simple rating mechanism, add prompts for identifying one strength and one growth area, and format for use in 1:1s. Reference #7586. </details> --- ### ~"TL: Map" — Tag Key Workflows with Lifecycle Phases **Description:** Add a `Lifecycle phases:` line to workflow frontmatter for 5-10 key workflows, making it easy to see which phases each workflow touches and enabling future filtering/reporting. **Relevant artefacts:** - [#7586 - Ticket Lifecycle overview](https://gitlab.com/gitlab-com/support/support-team-meta/-/work_items/7586) - [Support Workflows index](https://handbook.gitlab.com/handbook/support/workflows/) - [Working on tickets](https://handbook.gitlab.com/handbook/support/workflows/working-on-tickets/) - [Zendesk Ticket Basics](https://handbook.gitlab.com/handbook/support/readiness/operations/docs/zendesk/tickets/) - [Account Ownership Verification](https://handbook.gitlab.com/handbook/support/workflows/account_verification/) - [Zendesk L&R Ticket Form](https://handbook.gitlab.com/handbook/support/readiness/operations/docs/zendesk/tickets/) <details> <summary>AI prompt:</summary> > I want to create a mini-project issue to add lifecycle phase metadata to key Support workflows. This makes the lifecycle framework tangible and enables future filtering by phase. > > Help me create an issue in gitlab-com/support/support-team-meta using the mini_project template. Lifecycle impact is Map. Proposed scope: select 5-10 high-traffic workflows (Closing tickets, 2FA, GitLab.com, Dedicated, L&R), add a "Lifecycle phases:" line to each workflow's frontmatter, document the tagging convention, and create an MR for each. Reference #7586 and the Support Workflows index. </details> --- ### ~"TL: Map" — Add Lifecycle Call-outs to "Working on Tickets" **Description:** Add a short "Where this sits in the lifecycle" section and inline phase labels to the "Working on tickets" handbook page, connecting daily guidance to the lifecycle framework. **Relevant artefacts:** - [#7586 - Ticket Lifecycle overview](https://gitlab.com/gitlab-com/support/support-team-meta/-/work_items/7586) - [Working on tickets](https://handbook.gitlab.com/handbook/support/workflows/working-on-tickets/) <details> <summary>AI prompt:</summary> > I want to create a mini-project issue to add lifecycle call-outs to the "Working on tickets" handbook page. This connects our core workflow guidance to the lifecycle framework. > > Help me create an issue in gitlab-com/support/support-team-meta using the mini_project template. Lifecycle impact is Map. Proposed scope: add a "Where this sits in the lifecycle" intro section, add inline phase labels (e.g., "[Triage]", "[Diagnosis]") to relevant subsections, keep changes lightweight and non-disruptive, and create an MR. Reference #7586 and the Working on tickets page. </details> --- ### ~"TL: Logging" ~"TL: Closure" — Add Lifecycle Call-outs to Ticketing Style Guide **Description:** Highlight Logging and Closure phases in the Ticketing Style Guide with phase labels and examples, reinforcing that communication quality matters at both ends of the ticket journey. **Relevant artefacts:** - [#7586 - Ticket Lifecycle overview](https://gitlab.com/gitlab-com/support/support-team-meta/-/work_items/7586) - [Ticketing Style Guide](https://handbook.gitlab.com/handbook/support/workflows/how-to-respond-to-tickets/) <details> <summary>AI prompt:</summary> > I want to create a mini-project issue to add lifecycle call-outs to the Ticketing Style Guide, specifically highlighting Logging and Closure phases. > > Help me create an issue in gitlab-com/support/support-team-meta using the mini_project template. Lifecycle impact is Logging and Closure. Proposed scope: add phase labels to relevant sections, include 1-2 examples showing how style guidance supports each phase, add a brief intro connecting the guide to the lifecycle, and create an MR. Reference #7586 and the Ticketing Style Guide. </details> --- ### ~"TL: Authorization" — Inventory Authorization-Heavy Workflows **Description:** Identify and lightly tag workflows where Authorization is a significant component, making it easier to find and improve authorization-related guidance. **Relevant artefacts:** - [#7586 - Ticket Lifecycle overview](https://gitlab.com/gitlab-com/support/support-team-meta/-/work_items/7586) - [Account Ownership Verification](https://handbook.gitlab.com/handbook/support/workflows/account_verification/) - [Support Workflows index](https://handbook.gitlab.com/handbook/support/workflows/) (2FA removal, account workflows) - [Log and audit requests](https://handbook.gitlab.com/handbook/support/workflows/log_requests/) <details> <summary>AI prompt:</summary> > I want to create a mini-project issue to inventory and tag Authorization-heavy workflows. This clarifies where the Authorization phase shows up today and helps us improve those workflows. > > Help me create an issue in gitlab-com/support/support-team-meta using the mini_project template. Lifecycle impact is Authorization. Proposed scope: review workflows index for authorization-heavy processes, create a list with brief notes on what authorization is required, add "Authorization" tags to relevant workflow frontmatter, and identify any gaps in authorization guidance. Reference #7586, Account Ownership Verification, and Log and audit requests workflows. </details> --- ### :white_check_mark: ~"TL: Map" — Incorporate Lifecycle into New Hire Onboarding :seedling: In progress - https://gitlab.com/gitlab-com/support/support-team-meta/-/work_items/7594+ <details> <summary>Background</summary> **Description:** Add Ticket Lifecycle language and handbook reference to new hire onboarding materials, ensuring new engineers learn the shared language from day one. **Relevant artefacts:** - [#7586 - Ticket Lifecycle overview](https://gitlab.com/gitlab-com/support/support-team-meta/-/work_items/7586) - [Support Learning & Training](https://handbook.gitlab.com/handbook/support/training/) - [Support Training project](https://gitlab.com/gitlab-com/support/support-training) AI prompt: > I want to create a mini-project issue to incorporate Ticket Lifecycle language into new hire onboarding. This ensures new engineers learn our shared language from the start. > > Help me create an issue in gitlab-com/support/support-team-meta using the mini_project template. Lifecycle impact is Map. Proposed scope: identify where in onboarding to introduce the lifecycle (early, with context), add a brief module or reading assignment, link to #7586 and the handbook page, and update the Support Training project. Reference #7586, Support Learning & Training, and the Support Training project. </details> --- ### ~"TL: Map" — Manager Guide: Using Lifecycle in 1:1s and Reviews **Description:** Create a one-pager for Support Managers on how to use lifecycle language in 1:1s, feedback, and performance reviews — making the framework actionable for coaching. **Relevant artefacts:** - [#7586 - Ticket Lifecycle overview](https://gitlab.com/gitlab-com/support/support-team-meta/-/work_items/7586) - [Support Managers](https://handbook.gitlab.com/handbook/support/managers/) - [Support 1:1s](https://handbook.gitlab.com/handbook/support/managers/1-1/) <details> <summary>AI prompt:</summary> > I want to create a mini-project issue to develop a manager guide for using Ticket Lifecycle language in 1:1s and reviews. This makes the framework actionable for coaching and development conversations. > > Help me create an issue in gitlab-com/support/support-team-meta using the mini_project template. Lifecycle impact is Map. Proposed scope: create a one-pager with example questions/prompts for each phase, show how to give phase-specific feedback (e.g., "Diagnosis was strong; Closure needs work"), add to Support Managers handbook section, and link from 1:1 guidance. Reference #7586, Support Managers, and Support 1:1s pages. </details> --- ### ~"TL: Map" — Team Exercise: "One Ticket, Two Phases" **Description:** Create a lightweight async exercise template where engineers share a recent ticket and briefly observe one phase that went well and one that could have been better. Builds shared awareness without heavy time commitment. **Relevant artefacts:** - [#7586 - Ticket Lifecycle overview](https://gitlab.com/gitlab-com/support/support-team-meta/-/work_items/7586) - [Support Learning & Training](https://handbook.gitlab.com/handbook/support/training/) - [Support Engineer Resources](https://handbook.gitlab.com/handbook/support/support-engineer-resources/) <details> <summary>AI prompt:</summary> > I want to create a mini-project issue to design a team exercise called "One Ticket, Two Phases." This is a lightweight async activity where engineers reflect on lifecycle phases using real ticket examples. > > Help me create an issue in gitlab-com/support/support-team-meta using the mini_project template. Lifecycle impact is Map. Proposed scope: design the exercise format (share one ticket, name one strong phase, name one phase that could improve), create a template for submissions, determine cadence (monthly? quarterly?), pilot with one team, and add to Support Learning & Training. Reference #7586, Support Learning & Training, and Support Engineer Resources. </details> ---