How do I monitor the support queue?

1. Go to the Support Queue in Jira: https://sighten.atlassian.net/projects/SS/queues/custom/1
2. On the left, you will see a list of QUEUES of tickets. Click on "Requiring a Response" to view all tickets waiting for a response for a support team member.
   
   1. Note that this should be sorted by most recently updated at the top
   2. For any tickets that are created or updated during your on call time, they should appear at the top of the queue when refreshing the page.
3. Please read through all incoming updates and evaluate if they are indicative of an E1 issue
   1. If the report is an E1 issue, please follow the E1 protocol

Expectations:

• Check in on the support queue every 15 minutes.  You can do this in various ways:
• Watch the queue directly in Jira
• Watch the #supportalerts channel on slack / on your phone.  All necessary alerts go directly to this channel and will let you know if you need to check in on the queue so you don't have to continuously refresh the page
• Keep your availability up to date in the on call schedule:
  • Schedule in the release tracker