Dev Pulse

Support documentation page for Dev Pulse

What is Dev Pulse?

Dev Pulse is the name for a set of scripts and Zendesk setups we utilize to actively monitor issues and merge requests for bug resolution or feature request implementation.

Through all its components, Dev Pulse allows a Zendesk ticket to stay in the On-hold status while waiting on an issue or merge request to reach a specific state.

When the specific state is reached, the tickets within Zendesk using Dev Pulse are updated to indicate there has been a state change on the issue or merge request they were waiting on.

Using it

How to mark a ticket as waiting on a bug issue or MR

To mark a ticket as waiting on a bug issue or MR, take the following steps:

Add the link to the bug issue or MR in the Zendesk ticket field Waiting on issue or merge request. Make sure to remove any extra parameters from the URL (anything after the IID of the issue or MR)
Apply the macro General::Waiting on bug resolution

Submit the update as On-hold (the macro should default it to that for you) and the process has been initiated.

How to mark a ticket as waiting on a feature request issue or MR

To mark a ticket as waiting on a feature request issue or MR, take the following steps:

Add the link to the feature request issue or MR in the Zendesk ticket field Waiting on issue or merge request. Make sure to remove any extra parameters from the URL (anything after the IID of the issue or MR)
Apply the macro General::Waiting on feature request resolution

Submit the update as On-hold (the macro should default it to that for you) and the process has been initiated.

How to re-initiate the process on a ticket

If you need to restart the process, follow the above instructions for your type of situation again. The macro and setup will accommodate for it.

How to update a parent problem ticket?

A so-called “parent problem ticket” is used for each issue/MR to connect all regular tickets that are waiting on the same issue/MR together.

Updating the parent problem ticket will result in all the tickets attached to it (i.e. the other tickets waiting on a bug or feature request issue/MR) to also be updated. To ensure that works properly, follow these steps:

Type out the public comment you wish for all the attached tickets to use
Click Submit as Solved at the bottom-right of the ticket page
Read through the popup modal that appears
Click Solve this ticket and xxx linked incident(s) to submit the update

What do I do if I want to stop using this on a ticket already using it?

As this requires a very specific set of steps, please request this be done by the Support Readiness team by posting in the #support_operations Slack channel.

When this happens, you certainly don’t want to mass update the customers just to say the issue/MR was not actually resolved. Instead, we should update the issue/MR link being used and start monitoring that new one.

As this requires a very specific set of steps, please request this be done by the Support Readiness team by posting in the #support_operations Slack channel.