Problem
The Problem issue type was introduced as part of VIP-119 in December 2021.
Definition
To further analyze a past Incident or prevent potential future Incidents. Warnings via our Alerting Systems or security alerts. Research helping to solve problems.
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. |
|
Internal Review |
The issue is done (all task deliverables completed) and should be reviewed by a VSHNeer before closing. |
Do not change the assignee, but mention the one you’re waiting for |
Done |
Finished. Nothing can be done anymore on this issue. |
The issue can be re-opened and set back to in-progress if needed. If it’s a different issue, create a new ticket. If it’s a bigger issue, create an epic. |