Community and Ops Work Queue - Revision history

Mtesauro: Redirected to new location

2019-03-14T18:07:47Z

Redirected to new location

Mtesauro: Updated content to reflect current practices

2019-03-14T18:06:16Z

Updated content to reflect current practices

Mtesauro: Added case and request totals after configuring those systems to report that info

2018-09-27T15:31:35Z

Added case and request totals after configuring those systems to report that info

Mtesauro: Added a chart of the current queue sized for various areas I oversee

2018-09-26T20:46:51Z

Added a chart of the current queue sized for various areas I oversee

Mtesauro: Added the why part of this new way to handle incoming requests

2018-09-11T05:04:50Z

Added the why part of this new way to handle incoming requests

Mtesauro: Added an overview of the Community and Operations domain for OWASP

2018-09-11T04:31:11Z

Added an overview of the Community and Operations domain for OWASP

Mtesauro: Initial Page

2018-09-11T04:09:12Z

Initial Page

New page

Initial Page

← Older revision		Revision as of 18:07, 14 March 2019
Line 1:		Line 1:
−	Deprecated with new ED - update TBD.	+	#REDIRECT [[https://www.owasp.org/index.php/User:Mtesauro]]Deprecated with new ED - update TBD.

← Older revision		Revision as of 18:06, 14 March 2019
Line 1:		Line 1:
−	To ensure that all areas within my scope of work are provided adequate time and attention to make forward progress, I've broken down my primary work areas into the list below. The day of the week noted will be the time I focus on that particular area:	+	Deprecated with new ED - update TBD.
−	~~# Monday: Operations Queue~~
−	~~# Tuesday: Chapters / Community Queue~~
−	~~# Wednesday: Events Queue~~
−	~~# Thursday: IT / Infrastructure Queue~~
−	~~# Friday: New improvements / Process Improvements to current ops (aka making OWASP better)~~
−	~~Queue Sizes: ''(updated 2018-09-26 at ~3:40 PM US central time zone)''~~
−	~~{\| class="wikitable"~~
−	~~!Salesforce Cases~~
−	~~!OSD Requests~~
−	~~!Operations~~
−	~~!Chapters/Community~~
−	~~!Events~~
−	~~!Infrastructure~~
−	~~!New/Process Improvements~~
−	~~!Week close date~~
−	\|-
−	~~\|1 case in "Operational Review", 9 closed, 10 total cases~~
−	~~\|O requests requiring my action, 2 waiting for leader approval, 32 total assigned~~
−	~~\|55 inbound email threads~~
−	~~\|107 inbound email threads~~
−	~~\|52 inbound email threads~~
−	~~\|101 inbound email threads~~
−	~~\|77 inbound email threads~~
−	~~\|N/A initial data load~~
−	\|}
−	~~All days will have the basic flow of work:~~
−	* Begin the day by reviewing any emails that came in overnight, sort them into the 5 areas above and move them into folders to hold queued request in that area (e.g. email request for a chapter would go into a folder for queued Chapter requests) - max 1 hour on email then close the tab
−	* Review any open cases in Salesforce (these are created by using the [https://www.tfaforms.com/308703 "Contact Us" form] and other means like OCMS)
−	* Review any open/pending [https://owasporg.atlassian.net/servicedesk/customer/portals OWASP Service Desk] requests - OSD requests are Jira/Service Desk request for Funding or other areas - see [[Reimbursement Process Details\|here]] for details.
−	* Spend the rest of the morning on that day's area of focus by removing queued items
−	* Mid-day, spend 30 minutes spot checking email that may have come in
−	* Spend the rest of the day on that day's area of focus.
−	* Close of day, spend max 30 minutes spot checking email that may have come in and get inbox to Zero
−	~~Several important notes to ensure requests are handled promptly:~~
−	* I keep my Salesforce cases at zero and work any new ~~requests first thing every day~~
−	* After getting Salesforce cases to zero, I do any pending OSD work.
−	* I spend the rest of my day working a prioritized list of activities in that days area of focus.
−	~~<u>What this means to people making request of me</u>:~~
−	* If you want something resolved as quickly as possible, submit a case via the [https://www.tfaforms.com/308703 "Contact Us" form] - these get the top priority
−	* OSD requests are also given equal priority as Salesforce cases - so use this before a direct email.
−	* Direct emails to me will be sorted by focus area and handled along with all other queued items on the day allocated for that area
−	** Depending on timing, its quite possible to have a direct email wait a max of 1 week for me to work the request
−	** Even if you direct email request comes in on the day I'm focusing on that area, I will prioritize it against the entire queue of items of work to be done
−	~~Why are you handling requests in this way?~~
−
−	In my time with the OWASP Foundation, too often the loud and latest gets the attention and fundamental improvements get sidelined over and over. This isn't simply budgeting or funding. There's been budgeted funding to improve the OWASP web presence for several years - what there hasn't been is patience and understanding (or even cover fire) to allow consistent work on the long-game items. By providing specific days allocated to improving OWASP, we allow for process improvement in a controlled fashion versus hoping to find the time while fire fighting. OWASP has suffered from treating symptoms first and foremost why neglecting to eradicate the disease. What this means is some part of the community may suffer 'symptoms' longer then anyone would prefer with the benefit that that disease will be successfully addressed by focusing time and resources consistently on the over-~~arching problem~~.

@@ Line 16: / Line 16: @@
 !Week close date
 |-
-|1 case in "Operational Review" status
+|1 case in "Operational Review", 9 closed, 10 total cases
-|O requests requiring my action, 2 waiting for leader approval
+|O requests requiring my action, 2 waiting for leader approval, 32 total assigned
 |55 inbound email threads
 |107 inbound email threads

@@ Line 5: / Line 5: @@
 # Thursday: IT / Infrastructure Queue
 # Friday: New improvements / Process Improvements to current ops (aka making OWASP better)
 All days will have the basic flow of work:
 * Begin the day by reviewing any emails that came in overnight, sort them into the 5 areas above and move them into folders to hold queued request in that area (e.g. email request for a chapter would go into a folder for queued Chapter requests) - max 1 hour on email then close the tab
-* Review any open cases in Salesforce (these are created by using the [https://www.tfaforms.com/308703 "Contact Us" form])
+* Review any open cases in Salesforce (these are created by using the [https://www.tfaforms.com/308703 "Contact Us" form] and other means like OCMS)
 * Review any open/pending [https://owasporg.atlassian.net/servicedesk/customer/portals OWASP Service Desk] requests - OSD requests are Jira/Service Desk request for Funding or other areas - see [[Reimbursement Process Details|here]] for details.
 * Spend the rest of the morning on that day's area of focus by removing queued items
-* Mid-day, spend 30 minutes spot checking email
+* Mid-day, spend 30 minutes spot checking email that may have come in
 * Spend the rest of the day on that day's area of focus.
-* Close of day, spend max 30 minutes spot checking email.
+* Close of day, spend max 30 minutes spot checking email that may have come in and get inbox to Zero
 Several important notes to ensure requests are handled promptly:
 * I keep my Salesforce cases at zero and work any new requests first thing every day

← Older revision		Revision as of 05:04, 11 September 2018
Line 24:		Line 24:
	** Even if you direct email request comes in on the day I'm focusing on that area, I will prioritize it against the entire queue of items of work to be done		** Even if you direct email request comes in on the day I'm focusing on that area, I will prioritize it against the entire queue of items of work to be done
	Why are you handling requests in this way?		Why are you handling requests in this way?
		+
		+	In my time with the OWASP Foundation, too often the loud and latest gets the attention and fundamental improvements get sidelined over and over. This isn't simply budgeting or funding. There's been budgeted funding to improve the OWASP web presence for several years - what there hasn't been is patience and understanding (or even cover fire) to allow consistent work on the long-game items. By providing specific days allocated to improving OWASP, we allow for process improvement in a controlled fashion versus hoping to find the time while fire fighting. OWASP has suffered from treating symptoms first and foremost why neglecting to eradicate the disease. What this means is some part of the community may suffer 'symptoms' longer then anyone would prefer with the benefit that that disease will be successfully addressed by focusing time and resources consistently on the over-arching problem.

← Older revision		Revision as of 04:31, 11 September 2018
Line 1:		Line 1:
−	~~Initial Page~~	+	To ensure that all areas within my scope of work are provided adequate time and attention to make forward progress, I've broken down my primary work areas into the list below. The day of the week noted will be the time I focus on that particular area:
		+	# Monday: Operations Queue
		+	# Tuesday: Chapters / Community Queue
		+	# Wednesday: Events Queue
		+	# Thursday: IT / Infrastructure Queue
		+	# Friday: New improvements / Process Improvements to current ops (aka making OWASP better)
		+	All days will have the basic flow of work:
		+	* Begin the day by reviewing any emails that came in overnight, sort them into the 5 areas above and move them into folders to hold queued request in that area (e.g. email request for a chapter would go into a folder for queued Chapter requests) - max 1 hour on email then close the tab
		+	* Review any open cases in Salesforce (these are created by using the [https://www.tfaforms.com/308703 "Contact Us" form])
		+	* Review any open/pending [https://owasporg.atlassian.net/servicedesk/customer/portals OWASP Service Desk] requests - OSD requests are Jira/Service Desk request for Funding or other areas - see [[Reimbursement Process Details\|here]] for details.
		+	* Spend the rest of the morning on that day's area of focus by removing queued items
		+	* Mid-day, spend 30 minutes spot checking email
		+	* Spend the rest of the day on that day's area of focus.
		+	* Close of day, spend max 30 minutes spot checking email.
		+	Several important notes to ensure requests are handled promptly:
		+	* I keep my Salesforce cases at zero and work any new requests first thing every day
		+	* After getting Salesforce cases to zero, I do any pending OSD work.
		+	* I spend the rest of my day working a prioritized list of activities in that days area of focus.
		+	<u>What this means to people making request of me</u>:
		+	* If you want something resolved as quickly as possible, submit a case via the [https://www.tfaforms.com/308703 "Contact Us" form] - these get the top priority
		+	* OSD requests are also given equal priority as Salesforce cases - so use this before a direct email.
		+	* Direct emails to me will be sorted by focus area and handled along with all other queued items on the day allocated for that area
		+	** Depending on timing, its quite possible to have a direct email wait a max of 1 week for me to work the request
		+	** Even if you direct email request comes in on the day I'm focusing on that area, I will prioritize it against the entire queue of items of work to be done
		+	Why are you handling requests in this way?