Spike: Understand What is needed for CMS to fold into Platform Support

[gracekretschmer-metrostar]

User Story or Problem Statement

Before CMS begins the process to integrate into platform support, the CMS product manager need to understand what platform support needs from the CMS team and the level of effort to do that work.

Description or Additional Context

Currently, the CMS team supports requests and handling of bugs for the CMS platform from outside teams through posts within the #sitewide-cms-platform channel in Slacks. These posts are unstructured, ad hoc, and typically, the same set of team members within CMS respond to support troubleshooting. As the demands on the CMS team grows, the team needs to come up with more sustainable and scalable options to respond to developer support requests.

Relevant Links / Past Work

• Discovery: Developer Support #18446
• Discovery: Platform Support #18448
• https://depo-platform-documentation.scrollhelp.site/support/support-overview

Steps for Implementation

• Review the past work (linked above) around this idea.
• Meet with platform support's product manager to understand their needs and best practices when integrating a new team into platform support.
• Scope out this work into an epic within Github.

Acceptance Criteria

• CMS product manager understands the requirements and level of effort to incorporate CMS into platform support.
• Requirements for this work is documented in Github.

[gracekretschmer-metrostar]

Platform support has added CMS as an option from the drop down menu on platform support and when selected, it will become a CMS ticket (see example here where the @cms-team will be tagged and assigned to review.

Next steps for the CMS team:

• Create comms to send out to teams that rely on CMS support, to redirect them to platform support.
• Create a structure and expectations within the CMS team on how we are going to manage CMS support tickets (pull from Platform Support Ticketing Best Practices page
• (Related to above bullet) Send the structure and expectations documentation back to platform support.