VBT Slackbot
Operations documentation page for very breached ticket slackbot
Introduced via gitlab-com/support/support-team-meta#5486
This is an informational page for the VBT Slackbot. It may not reflect the way we actually manage it.
If you are looking for information about maintaining it, please see our workflows
Where does it live
It lives within the Readiness namespace at the Very Breached Ticket Slackbot project.
How does it work
It runs via the following scheduled pipelines:
| Name | Interval |
|---|---|
| Managers AMER | 0 14 * * 1-5 Etc/UTC |
| Managers APAC | 30 21 * * 0-4 Etc/UTC |
| Managers EMEA | 0 7 * * 1-5 Etc/UTC |
During each run, a Zendesk view preview is generated using the following criteria:
- ALL
- Time since SLA breach is greater than 48 hours
- Ticket form is not Billing
- Ticket form is not Support Ops
- Ticket status is less than solved (i.e. new, open, pending, on-hold)
- ANY
- Ticket stage is Emergencies
- Ticket stage is FRT
The tickets showing in the Zendesk view preview using those conditions are then used in generating a message that is posted to via Slack in the #spt_leaders-daily channel.
Last modified April 3, 2025: Migrating support readiness handbook to security (
9196a840)
