Triage & Escalation
LiveHow a ticket gets typed, and where it goes if it needs engineering. Click a stream to see what is sitting in it right now.
All four streams are counted from Jira HELP. Incident is Incident management plus Support; the other three are their own issue type. Question and Change Request read “not ingested” here until 9 September, which was the wrong diagnosis — they are Jira-native and were never meant to reach GitHub, so they were being looked for in the wrong system rather than missing. Every open ticket lands in exactly one of the four, so nothing is counted twice and nothing falls through.
Dashed diamond marks the two streams that carry a mandatory human gate downstream — Incident on P0/P1, and Change Request because a person makes the change. The other two are agent-only.
The back door. XOPS-System and XOPS-Team can create work straight in GitHub, skipping G1 entirely. It lands pre-typed by whoever created it and unvalidated — a system-raised item as an Incident, an employee-raised one as either an Incident or a Feature Request. Those are the only two streams the back door can reach.
Reconcile runs on create and again on a schedule, and its reach is narrower than the front door’s. It re-types between Incident and Feature Request, which both live in GitHub. It flags, rather than moves, anything belonging in Change Request — that would change the owning team and add an approval gate. A question is handed back to the system of record rather than re-typed, because that route has no GitHub artifact.