Use Linear for an issue team routing decision
Example: A customer issue names billing but its reported symptom concerns invoice email delivery. Two teams could own it.
Keep Linear as the source for its records. A Righthand can use available information for the decision below.
This article is from Righthand. The example and result are illustrative. This guide has no executed integration test.
The customer task
A customer issue names billing but its reported symptom concerns invoice email delivery. Two teams could own it.
Provider documentation. The documentation gives information about GraphQL queries and mutations for issues. To create an issue, the intended team and supplied issue information are necessary.
Make account access explicit
If Linear is available in Connections, connect the intended account. Give the Righthand access to that connection.
Provider documentation does not establish installed Righthand operations. Examine the connection’s available tools before assigning direct account work.
For direct account work, the connection must have the necessary read or write operation and permission. If that operation is unavailable, supply the information in a message. The owner must make any account change in that case.
Connection Permissions gives information about account access and tool permissions. Give only the access necessary for the identified task.
The request to the Righthand
Read the supplied issue evidence.
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Prepare the ownership question for the engineering lead.
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Keep the existing team unchanged pending decision.
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Send the owner the result before 3 PM Friday.
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Use Pacific time.
Use the provider records for the result
Identify the team and issue before reading or writing. Keep proposed issue edits distinct from completed edits. Use the owner's accepted scope for any mutation.
A word in the title is insufficient routing evidence.
For a permitted write, examine the resulting account record. A proposal does not establish a completed change.
For an external message, identify the recipient and permitted task. Ask uses an explicit instruction or approval. Connection tool permissions are another required control. Communications Policy.
An illustrative result and next step
The issue concerns invoice email delivery. The responsible team remains undecided.
The lead selects the owning team before the assistant changes issue routing.
Try one account task
- Give the Righthand one identified source record.
- Compare its result with that source.
- Examine the account record after a permitted write.
- Examine the work in Activity.
If a direct operation is unavailable, give the source information in a message. This does not establish a direct integration.
When the account tools are sufficient
Use Linear directly when its existing view gives the complete answer and no other conversation is necessary. A person can make the decision from that view.