## RFH Issues needing triage 1. Validate the problem (the complaint and ask), and get details on what the customer situation is. 2. If customer is self-managed, proactively ask for related log data and/or reproduction steps. 3. Dig _just enough_ to get a sense of where the problem is. There's multiple useful answers that can come from this: - Is this related to another open or recently closed RFH? Can investigations be consolidated? - Is this something that ~"group::pipeline execution" should really be investigating? Lots of problems from other feature areas and stages manifest as "my CI isn't working". We should try to make sure the request belongs in our group _before_ an engineer gets assigned for full investigation and resolution. - Assigning an engineer who was recently worked on issues or investigation in the area can potentially work through the issue faster, with less context switching and cognitive load. ```glql display: table title: RFH Triage (Open, Unassigned) description: Needs initial investigation, validation, assignment fields: title, author, assignee, milestone, labels("severity::*") AS "Severity", labels("RFH::needs more info", "RFH-Lifecycle::Last comment from Support", "RFH-Lifecycle::Pending Closure") AS "Status" limit: 10 query: project = "gitlab-com/request-for-help" AND state = opened AND label = ~"Help group::pipeline execution" AND assignee = none sort: milestone asc ``` ## Problem validated, scheduled, and assigned ```glql display: table title: RFH In-flight (Open, Assigned) description: Needs initial investigation, validation, assignment fields: title, author, assignee, milestone, labels("severity::*") AS "Severity", labels("RFH::needs more info", "RFH-Lifecycle::Last comment from Support", "RFH-Lifecycle::Pending Closure") AS "Status" limit: 10 query: project = "gitlab-com/request-for-help" AND state = opened AND label = ~"Help group::pipeline execution" AND assignee != none sort: milestone asc ``` ## Recently Closed ```glql display: table title: RFH Closed description: Needs initial investigation, validation, assignment fields: title, author, assignee, milestone, labels("severity::*") AS "Severity", labels("closed::*") AS "Resolution" limit: 10 query: project = "gitlab-com/request-for-help" AND state = closed AND label = ~"Help group::pipeline execution" AND assignee != none sort: milestone desc ```