I’d like to propose a change (what I think would be an improvement) to the handling of operations clinic-duty incoming tasks.
In the ops clinic duty runbook section called “review incoming tasks” (https://wikitech.wikimedia.org/wiki/Ops_Clinic_Duty#Review_incoming_tasks) there are a few mentions of actions to take against “incoming tasks”, and a link to a dashboard (https://phabricator.wikimedia.org/dashboard/view/45/) that is intended to visualize them.
Thing is, currently the ops clinic duty dashboard displays hundreds of tasks spanning many years. This makes it quite cumbersome to differentiate incoming tasks from existing tasks, and triaged from un-triaged. There is sort by “needs triage”, but tasks created with a priority will circumvent “needs triage” and are sent into the haystack. And even priority is a questionable way to sort in this case as there are, for instance, at least a dozen unassigned “highs” on the dashboard that are several years old.
I think we are in need of a way to quickly visualize the issues that are truly “incoming” so that the on-duty person has a queue to work each day/week until it is empty.
To accomplish that I propose we enable the operations project workboard (https://phabricator.wikimedia.org/project/board/1025/) and create columns representing task statuses as they relate to clinic-duty. Something like:
- Untriaged (Backlog) (Default) - Tasks that are “incoming” and have not yet been reviewed by clinic duty.
- Acknowledged - Triaged tasks that operations are responsible to fulfill and upon which the "review incoming tasks" steps have been completed.
- Radar - Triaged tasks that operations are not not responsible for fulfilling, but wish to keep an eye on.
The “on-duty” responsibilities would remain virtually the same. The run book would simply be updated to include a link to the workboard to monitor for incoming tasks, including instructions for moving tasks into the appropriate column as they are triaged.
When clinic duty shifts change the backlog is handed over empty, and the process continues.
Thoughts, feedback, etc. are welcome of course.