[bisq-network/projects] Establish support case tracking process (#5)
Chris Beams
notifications at github.com
Mon Feb 17 08:40:06 UTC 2020
_/cc @bisq-network/support-agents (so everyone is aware of this work in progress)_
## Delivery criteria
- [ ] Wiki documentation of the [case tracking process](https://bisq.wiki/Support_Agent#Case_tracking) is complete
- [ ] All support agents understand how to track their cases and are actually doing so
- [ ] Script(s) exist that process closed support case issues and produce the simple metrics discussed in the Q1 2020 Update call (#5), including:
- Support cases per cycle
- Support cases per trade
- Mean time to response
- Mean time to resolution
- Support cases per known issue / critical bug (this one is probably not scriptable per se, but a process can be put in place to make getting the information feasible)
## Tasks
- [x] Decide to use bisq-network/support repo issues for tracking
- [x] Announce this decision in the support team kickoff call (#19)
- [x] Create support repo [Case Tracking project board](https://github.com/bisq-network/support/projects/2)
- [x] Automate adding newly created issues to the Case Tracking Board (#6)
- [x] Give `@bisq-network/support-agents` Triage access to the support repo
- [x] Experiment with issue title formats and encrypting sensitive data contents with Keybase (#7)
- [x] Define metadata fields for programmatic parsing of closed support cases (bisq-network/support#336)
- [x] Create new `support case` issue label in the support repository
- [ ] Create support case issue template containing the metadata fields mentioned above, and YAML front matter that labels issues as 'support case' (bisq-network/support#336)
- [ ] Figure out a dead-simple way that all support agents can quickly convert their local time in keybase to UTC/zulu time to copy and paste into the date metadata fields of each new issue
- [ ] Create a short screencast showing how to follow the case tracking process (@cbeams)
- [ ] Finish documenting the process for tracking support cases on the Support Agent wiki page
- [ ] Include a link to the screencast
- [ ] Get bisq-network/admin#18 (wiki notifications) implemented
- [ ] Send a message to `@bisq-network/support-agents` linking to the wiki and asking everybody to read it and take action, and to please :+1: this message to indicate you got it and will do. Mention / link to the screencast. Ask to respond with any questions or feedback, and to make edits to the wiki as appropriate (#18 needs to be done first!). Also ask agents to #reference this issue when they create their first case tracking issue, so we can easily realize when the task immediately following below is finished.
- [ ] Leave this issue open until all current `@l1-support-agents` and `@intern-support-agents` have created at least one support case issue correctly
- [ ] `@bisq-knight`
- [ ] `@leo816`
- [ ] `@huey735`
- [ ] `@mwithm`
- [ ] `@bayernator`
- [ ] `@wiz` (?)
- [ ] `@m52go` (?)
- [ ] Write script / application that queries the GitHub Issues API to produce the metrics listed above in delivery criteria
- [ ] Make it a duty of the support team lead role to run that script and report on those metrics every cycle.
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