Automations
Five automations, each with its scope, run log, dry run and documentation. None of them writes today: two do visible work with their writes gated, three are deployed and refuse every tick.
Tells the HELP ticket when its engineering issue reaches Pending Validation, Done or Cancelled — so a finished fix does not sit unconfirmed, and a closure or a cancellation does not leave the ticket open forever.
Tells the engineering issue when its HELP ticket moves, so engineering can see the customer side without opening Jira.
When the escalation process opens a GitHub issue, writes that issue's link onto the HELP ticket so the two are findable from each other.
Watches how long a ticket has gone without an update and raises an alarm before the promise is broken, rather than after.
Puts engineering escalations on the board the Customer Team reads at standup, so nobody has to live in GitHub to know what is waiting on them.