damianavila
commented
1 year ago If possible, I would like to scope this one to the hand-off process for the pure ticket/support rotation since I think the on-call rotation is another topic to discuss in a dedicated issue.
Context
At the end of a support rotation there should be a clear procedure to hand-off and to communicate any outstanding issues for the oncoming support triager similar to how oncall handovers work. There should be a clearly defined way to communicate the handoff that the oncoming triager can easily locate, ask questions of etc. The handoff may contain ticket summaries and statistics.
Proposal
TBD
References
GitLab Handover process
A handover occurs between shifts, in the case of 2 people in the rotation for timezone coverage a daily handover and an end of rotation handover.
The GitLab On-Call Handover describes a tool for engineers on-call (EOC) that will "automatically create a new issue and pre-populate some information such as outgoing/incoming EOC handles, open/closed incidents, resolved alerts, etc" used for the daily handoff between the oncall shifts - example handover issue.
In addition there is an end of GitLab's weekly rotation there is a "summary comment of notable events, incidents, etc" posted to a mailing list sample weekly summary
Lastly, GitLab uses a weekly 30 minute oncall meeting between the oncall team rotating off, and the new oncall team rotating on. That is likely unnecessary for a pure ticket/support rotation if this extends to being pagable oncall it might be worth doing at the end of the 15 day rotation.