• Name: Stakeholders Bug Escalation Process

• Owner: Launchpad Project Lead (flacoste)

• Effective: 2010-12-03

• Experiment Underway: None

Process Overview

Launchpad stakeholders' can request escalation of bugs. That raises their importance Critical and will be worked on by the maintenance squad at the earliest convenience.

Rationale

1. We want to limit the demands on the Launchpad team to match its capacity in order to ensure a good development flow.
2. We want to make sure that Launchpad resources are best used for the whole of Canonical.
3. We want to help our stakeholders understand each other's needs.

Triggers

• The Launchpad lead emails the stakeholders' list when there is an empty
  • slot on the escalated bugs queue.

Inputs

• The list of escalated bugs

• Discussion on the stakeholders mailing list

Outputs

• Tag bugs with escalated tag.

Participants

• Launchpad Project Lead (moderator)
• Launchpad Product Strategist

• Launchpad Stakeholders Representative

Activities

Bugs Acceptability Criteria

• The fix must require a small (<2 weeks of development time) to fix.

• There must be room on the escalated list (max 5 bugs).

Escalation process

• Stakeholders representative can ask for any particular bug to be escalated.
• They send an email to the stakeholders list with a justification for the escalation.
• If the request is acceptable, the Project Lead:
  • Raises the bug's priority to Critical.
  • Adds the 'escalated' tag to the bug.
  • Adds a comment to the bug explaining when the bug was escalated and by whom.
  • Acknowledge the request.
• If the request isn't acceptable, the Project Lead declines the escalation with the reason why it's not acceptable.
• A stakeholders can always de-escalated a bug to make room for another one.

Supporting Documentation

• Stakeholders Meeting Process Page

• List of current stakeholders representatives

• Escalated bugs list

• Stakeholders mailing list

• Stakeholders team

• Escalated Bugs Tracking Spreadsheet