Service Desk Ticket Work Item

Weekly Project Plan

Epic: https://gitlab.com/groups/gitlab-org/-/epics/10419

Week of 2023-08-07

• A Work Item type called Ticket exists
• Tickets can only be created via the Rails console

Week of 2023-08-14

• Emails sent to Service Desk create Tickets, not Issues
  • The Service Desk issue list still works since Tickets are all created by User.support_bot
• The migration to convert Service Desk Issues to Tickets is merged in 16.3
• Service Desk Issues on GitLab.com start being converted to Tickets (database migration begins)
• Tristan is attending the Melbourne Engineering get-together

Week of 2023-08-21

• There is a toggle in the UI to switch between Issue view (old) and Ticket view (new), behind a feature flag
• All Service Desk Issues on GitLab.com are now Tickets (database migration completed)

Week of 2023-08-28

• The breadcrumbs and URLs for Tickets are updated, behind a feature flag

September 2023

• The service_desk_ticket feature flag is turned on for all users on GitLab.com, allowing users to toggle between both views
• Documentation is updated to replace mentions of “Service Desk Ticket” with “Service Desk Issue”

View page source - Edit this page - please contribute.