Dev Fairy Process for support tickets

Every week the role and responsibility of the Development Fairy (Dev Fairy) is rotated through all developers.

This is discussed in the weekly Slate Prioritisation meeting held each Thursday.

The support team review support tickets on a daily basis and determine the priority level and whether the ticket warrants further investigation by a developer following the below steps:

1. Identify the weekly developer who is working as Dev Fairy that week

2. Review the nominated support ticket , determine the priority relative to marketplace and issue:

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3. Discuss the tickets in Scrum as part of normal daily process 

4. Set the status on ticket to 'Waiting on Dev Fairy' - this will add to the Dev Fairy queue

5. Dev fairy assigns the ticket they are actively working on to themselves

6. When finished, either set status to "Open" and assign back to the support team/originator, or "Closed" if closed

7. Handover all outstanding Dev Fairy tickets to incoming developer at the end of the week

8. Long term Dev Fairy tickets need to have the feature captured as a Trello card, save link to Trello card in the ticket and then can advise customer/close ticket