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Daily support tasks

This page explains how a day on the support rotation works.

Responsibilities

  1. During the day, join and reply to requests in the #refer-and-monitor-support Slack channel.

    Setting the notifications to “All” for the day helps. Right-click on the channel, select Change notifications and select All new messages.

    Ask for help from the #interventions-internal or #interventions-dev Slack channels, as necessary. Please link to the relevant message when doing so.

  2. Ensure longer work is in support tickets in Jira and their status is up-to-date.

  3. Document repetitive tasks in the runbook.

  4. Practice the five whys technique when discussing issues to suggest improvements to the service and reduce support volume.

This page was last reviewed on 7 September 2024. It needs to be reviewed again on 7 March 2025 by the page owner #interventions-dev .
This page was set to be reviewed before 7 March 2025 by the page owner #interventions-dev. This might mean the content is out of date.