Information Request

The Information Request issue type was introduced as part of VIP-119 in December 2021.

Definition

General Support (questions, request for information) regarding a VSHN service, design, etc. Done when the customer has no further questions

Workflow

States

State	Meaning	Notes
Untriaged	Needs to be triaged by 1st Ops.
Open	Clarifying details with customer (can be VSHN).	Check with engineer if anything is missing.
Ready	Prioritization <→ Service Manager.
Selected	Going to be worked on next.
In Progress	Currently being worked on.
Waiting for Customer	We can’t work on this task as we the customer needs to do something first (test, give feedback, answer a question) but the task isn’t considered done from our side yet.
Done	Finished. Nothing can be done anymore on this issue.

State

Meaning

Notes

Untriaged

Needs to be triaged by 1st Ops.

Open

Clarifying details with customer (can be VSHN).

Check with engineer if anything is missing.

Ready

Prioritization <→ Service Manager.

Selected

Going to be worked on next.

In Progress

Currently being worked on.

Waiting for Customer

We can’t work on this task as we the customer needs to do something first (test, give feedback, answer a question) but the task isn’t considered done from our side yet.

Done

Finished. Nothing can be done anymore on this issue.

Transitions

Transition	Requirement
Untriaged → Selected	If effort <30 minutes.
Waiting for Customer → Done	Customer closes the ticket or confirms it can be closed.

Transition

Requirement

Untriaged → Selected

If effort <30 minutes.

Waiting for Customer → Done

Customer closes the ticket or confirms it can be closed.