Labels

Secure sub-department teams

For MRs that improve GitLab Support Team's efficiency (same as for gitlab-org)

Used to denote an issue which will reduce ticket volume significantly. Typically added if repeatedly seen in customer tickets, and internally, by the Support team. EXCEPT IN L&R SUPPORT: For Fulfillment, apply this label to indicate an item of interest to L&R Support.

For Support<>Fulfillment: ONLY L&R Support DRIs should apply this label to an issue or epic to identify it as a top priority from Support. No more than 10 open issues and epics should have this priority at any time. See https://about.gitlab.com/handbook/support/license-and-renewals/workflows/managing_product_issues.html

For Support<>Fulfillment: ONLY L&R Support DRIs should apply this label to an issue or epic to identify it as next in line after the Top 10 items from Support. No more than 10 open issues and epics should have this priority at any time. See https://about.gitlab.com/handbook/support/license-and-renewals/workflows/managing_product_issues.html

For Support<>Fulfillment: ONLY L&R Support DRIs should apply this label to an issue or epic to identify it as a lower priority item on Support's Issue List for Fulfillment. See https://about.gitlab.com/handbook/support/license-and-renewals/workflows/managing_product_issues.html

For Support<>Fulfillment: ONLY L&R Support DRIs should apply this label to an issue or epic to identify it as a low priority item on Support's Issue List for Fulfillment. See https://about.gitlab.com/handbook/support/license-and-renewals/workflows/managing_product_issues.html

For Support<>Fulfillment: Used when initially identifying a new or existing issue or epic as one to be included in Support's Issue List for Fulfillment. This identifies the item as needing to be categorized. See https://about.gitlab.com/handbook/support/license-and-renewals/workflows/managing_product_issues.html

For Support<>Fulfillment: Use to indicate that the issue or epic on Support's Issue List for Fulfillment needs to be reviewed for possible reprioritization. Comment on the issue or epic outlining how you think it should be prioritized and your reasoning. See https://about.gitlab.com/handbook/support/license-and-renewals/workflows/managing_product_issues.html

L&R Support uses this label as part of its monthly review of issues and epics to be prioritized (see https://gitlab.com/gitlab-com/support/licensing-subscription/fulfillment-requests/-/blob/main/.gitlab/issue_templates/monthly_prioritization.md)

For Support<>Fulfillment: ONLY L&R Support DRIs should apply this label to an issue or epic to identify it as a child of a prioritized epic on Support's Issue List for Fulfillment. See https://about.gitlab.com/handbook/support/license-and-renewals/workflows/managing_product_issues.html

Used to track MRs made by members of the Support Team to the GitLab handbook

For Account Deletions where SupportOps was involved

For Slack related matters where SupportOps is involved

High business impact. Needs action by the Support Ops team within 1 - 2 weeks.

Suggestion, things to improve for the future

An issue require SupportOps to triage the priority

Needs action by the Support Ops team within the coming month/quarter/90 days