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Centralized Incident Management Open

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Description

Re-request of Community Wishlist Survey 2022/Miscellaneous/Centralized Incident Management

Summary: We should have a central helpdesk that tracks and manages problems and incidents. Before someone says "that's what phabricator is for" - perhaps it COULD be, but in our current operational model it is not. Someone can report an incident or problem to phab, which may trigger some software work - but this never tracks the report to resolution of the actual user story. It can track that someone thinks they have a fix, that may one day get deployed - but not that it ever was deployed and certainly not that there was acceptance of the production resolution. Possibly changing the phab workflow would help.

Current workflow:

  • User finds a production problem
  • user opens a phab ticket
  • Someone claims to have fixed the problem cause
  • The phab ticket is resolved, user gets notified. (Note: at this stage the ticket almost never gets updated again)
  • At this stage, the fix is almost never actually in production, and the instance of the problem continues to be occurring
  • (Indefinite hold)
  • The likely fix gets deployed to production
  • No further notifications are sent, no acceptance testing is done or logged

Ideally, some staff funding for incident/problem management would also be available to manage such a process.

Assigned focus area

Unassigned.

Type of wish

System change

All projects

Affected users

Anyone

Other details

  • Created: 13:51, 16 September 2024 (UTC)
  • Last updated: 17:00, 18 September 2024 (UTC)
  • Author: xaosflux Talk