Interrupts Rotation

Revision as of 18:48, 19 October 2012

Goals:

To be more responsive to Engineering's needs
To not have RT be a black hole
Improve communication about when a ticket can realistically be completed by
Reduce wait time on tickets so that we're less likely to a blocker, especially on relatively simple tickets
Make sure that RT tickets have all of the information required for someone in ops to complete them

Responsibilities:

Assign a priority to tickets that comes in
Ask for more data from requester if needed in order to confirm the request, such as date it must be completed by, additional details, etc.
Assign to the proper person
Communicate ETA based on the workload of the person working on it
Be a person of first contact, including on IRC (timezone/availability permitting)
Be noted as the "On Duty" person in #wikimedia-operations
If the request is relatively quick, just do it themselves

Requests/Suggestions from Engineering:

Rotators (volunteer so far):

Notes from previous rotators:

Peter:
- Rt is relatively easy to triage. Emails to Ops@ are a bit more difficult, because they really are to the whole team.
- Prioritizing things is challenging. Everythings seems important. I think that writing up some kind of guidelines for this as a team would be really helpful.
- Daniel is amazing at closing out tickets.
- Don't be on rotation when traveling... It requires a lot of attention.

@@ Line 26: / Line 26: @@
 ** Rt is relatively easy to triage. Emails to Ops@ are a bit more difficult, because they really are to the whole team.
 ** Prioritizing things is challenging. Everythings seems important. I think that writing up some kind of guidelines for this as a team would be really helpful.
+** Daniel is amazing at closing out tickets.
+** Don't be on rotation when traveling... It requires a lot of attention.