Spike - Create DTS Issues filterable by workgroups

susannegov commented 1 month ago

Develop report to filter DTS issues by workgroup
Goal is to allow requesters to view status of issues Related dataset: https://data.austintexas.gov/Transportation-and-Mobility/ATD-Data-Tech-Services-Issues/rzwg-fyv8/about_data

amenity commented 1 month ago

@susannegov - Would you please add more context to this issue? Who is this for, and what do we want in the report that they can't see in Github or the ODP?

The direct link to the issue in Github that requesters get in their confirmation email seems like it would give them the best information on the status of their particular issue. So what's the use case for seeing a list of the whole workgroup's issues?

Side note: We've had situations where requesters aren't hearing back about the status of their request in a timely manner. In my view, that should be something we handle with customer-service SOP—i.e. each team/issue type adheres to a standard timeline+format for circling back with the requester via email/Teams.

dianamartin commented 1 month ago

@amenity this was brought up in a discussion because within a division, they didn't know they had submitted a request and their team mate submitted the same request and started pinging DTS team members to get their IT Support request quicker. It was more about transparency groupwide.

amenity commented 1 month ago

Note from my 1:1 w/ @dianamartin - this is would be an enhancement to this page on the DTS Portal:

cityofaustin / atd-data-tech

Spike - Create DTS Issues filterable by workgroups #19557