Centralized Incident Management (Community Wishlist/W290)
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.
Unassigned
Anyone
This wish is currently under review. Once accepted, you will be able to support it.