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.

Implementation details about Dev Pulse can be found in the documentation.

How does it work?

flowchart TD
A[Ticket requires a bug or feature request]
B[Macro is run -> Ticket type changes to incident<br/>and linked to new/existing problem ticket]
C[Ticket is placed On-Hold<br/>while dev issue is worked on]
D1[Customer asks about the status <br/>in the Support ticket]
E1[Support Engineer replies <br/> to the customer]
E4[Support Engineer sets the incident back on on-Hold]
D2[Dev issue is completed<br/>and all related incidents updated<br/>Slack message will be send every 3rd Wed of the month]
F3[A support reply on the problem ticket <br/>marking it as solved will be copied to all linked incidents]
E3[Ticket is placed in NRT stage and Open status. <br/>When the issue/merge is completed]
A --> B --> C
C --> D1 --> E1
E1 --> E4
E4 -->D2
C --> D2
D2 --> E3
E3 --> F3

Using it

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)
Take the following steps depending if you have an issue or MR:

Bug Issue or related MR Apply the macro General::Waiting on bug resolution
Feature request issue or related MR Apply the macro General::Waiting on feature request resolution
Request for Help (RFH) issue Apply the macro General::Waiting on RFH

The macro will set your ticket status to On-hold, just submit the update to start the process.

What views are available for Dev Pulse

Bug or feature request tickets

Tickets waiting on bug/feature request resolution

Links to bugs or feature requests

Parent problem tickets

RFH tickets

Tickets waiting on a request for help

Viewing and reporting on this

Explore dashboard

Can I bulk update all tickets associated with the same MR or issue?

Yes, A parent problem ticket is created for each issue or merge request to group all related support tickets that are dependent on the same bug or feature request.

When the parent problem ticket is updated, all linked tickets (i.e., those awaiting resolution of the same issue or MR) will also be updated.

To ensure this process works as intended, 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.