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Support Requests


Lucid Link

Process​

  1. The requester identifies the areas in which they need product support. Typically this involves access or infrastructure management.
  2. The requester fills out the support ticket form (found on the ticketing dashboard).
  3. Automation will create the ticket in the Azure DevOps backlog automatically.
    1. Automation will also send an email to the requester using the email provided in the request. The user will be linked the support ticket so they themselves can track it.
  4. Product and Engineering Leadership Verification: Product and Engineering leadership share the responsibility of verifying details of the support ticket. The support ticket must provide adequate information to fulfill the request. Details such as:
    1. Customer: Name or identifier of the customer.
    2. Enterprise/Org/Env: Relevant information about the enterprise, organization, or environment.
    3. Tech Tools: Any tech tools related to access such as Databricks, Unity Catalog, Resource Groups, etc.
    4. Request Access Form: Ensure that the requester fills out the access form with the following details:
      Customer: Name or identifier of the customer. Enterprise/Org/Env: Relevant information about the enterprise, organization, or environment. Tools Required: Specify the tools for which access is needed, such as GitHub, Azure Portal, SSMS (SQL Server Management Studio), or ADS (Azure Data Studio)
  5. Verify the details provided in the access form to ensure they are accurate and complete.
      1. Customer Verification: Confirm the customer’s identity and their association with the enterprise/organization/environment.
      2. Tool Access Justification: Ensure that the requested access to tools like GitHub, Azure Portal, SSMS, or ADS is justified based on the requester’s role and responsibilities
  6. Daily Triage: Participate in the Infrastructure Scrum Call where tickets are triaged daily. During this call:
    Assign to Correct Resource: Ensure each ticket is assigned to the appropriate resource. Set Priority: Determine the priority level of the ticket. Allocate Points: Assign points to the ticket to estimate the effort required.
  7. The assigned developer or engineer fulfills the access request by:
    Granting Access: Providing the necessary access to the specified tools (GitHub, Azure Portal, SSMS, ADS, etc.). Communication: Notifying the requester once the access has been granted and ensuring they can successfully access the required tools. Documentation: Updating the support ticket with details of the actions taken and closing it if the request has been fulfilled successfully.
  8. An email is sent to the requester to notify them that their request has been successfully closed. This email should include:
    Confirmation: Confirmation that the requested access has been granted. Support Information: Instructions or support contact information in case the requester encounters any issues with the access provided.