Internal · xops.io

Escalations on the Post-Sales Work Board

not enabled

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.

GitHubTrello
State what it is doing right now
Running …
Environment…
Cadence…
Last rannever
Scope

What sets it off

Every full sync, three times a day, off the Project 23 snapshot the hourly reconcile posts in.

Reads

  • Project 23 items
  • Cards on the Post-Sales Work Board
  • The SLA clock on the linked HELP ticket, when the SLA rule is on

Writes

  • Cards in the Engineering Escalations (auto) list
  • The title and description of a card it has adopted, replacing what was there

Limited to

  • Only the statuses chosen on the Config tab — Pending Validation alone by default, which is a narrower default than the HELP notices use
  • Plus, when the SLA rule is switched on, items that are late in ITS own status set — late meaning past the deadline or the warning mark, read live, and never on a paused clock
  • New cards go in Engineering Escalations (auto), never in the team's own columns
  • Only the title and description are ever sent. List, position, labels, members and due dates are never touched, so an adopted card is never moved or reordered
  • Before adopting a card, the description somebody wrote is saved verbatim, once
  • A card holding several HELP keys is left alone rather than guessed at
  • 40 cards per run, so a backfill cannot exhaust the Worker's request budget

Will not do yet

  • Nothing is read back from Trello — moving a card does not change GitHub
  • No comments, members, due dates or labels are set
  • Cards are not archived when an escalation closes; a human decides that
  • Undo is manual. The original description of every adopted card is kept so the board can be put back, but nothing automates putting it back
  • The title a human gave an adopted card is not kept — only the description is
  • The SLA rule does not chase. An item late for a week produces the same one card as an item late for an hour
Actions
This reads the board and runs the real matching without changing anything. Run now writes, so it stays disabled until the automation is enabled and the environment allows it.