Enhance HELP ticket triage for known performance anti-patterns

XMLWordPrintableJSON

    • Type: Task
    • Resolution: Done
    • Priority: Major - P3
    • No version
    • Affects Version/s: None
    • Component/s: None
    • None
    • Environment:
      OS:
      node.js / npm versions:
      Additional info:
    • Not Needed
    • Developer Tools

      Type: Story

      As a technical service organization, we need to improve initial triage and escalation of HELP tickets to identify product issues early.

      Context

      HELP-82583 was initially misattributed to customer data modeling anti-patterns and low cluster capacity rather than being escalated to engineering. The root cause (freeStorage: 1 parameter) was only identified when a second ticket (HELP-82714) reported the same issue. Early escalation could have prevented 4 days of customer impact.

      Acceptance Criteria

      • Create a checklist of known performance anti-patterns for HELP ticket triage
      • Establish escalation criteria for suspected product defects
      • Document the improved triage process
      • Reference known issues documentation during initial investigation

      Related Tickets

            Assignee:
            Jack Weir
            Reporter:
            Ivan Medina
            Votes:
            0 Vote for this issue
            Watchers:
            3 Start watching this issue

              Created:
              Updated:
              Resolved: