Use Linear to turn a support question into a precise issue brief
Example: A support owner has three customer messages about one export problem. Engineering must have a brief with evidence and unknowns.
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 support owner has three customer messages about one export problem. Engineering must have a brief with evidence and unknowns.
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 customer messages.
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Prepare one issue brief with the reported trigger.
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Keep unknown reproduction details visible.
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Get approval before creating an issue.
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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. Identify proposed and completed issue edits as different states. Use the owner’s accepted scope for each mutation.
A brief does not establish that the defect was reproduced.
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 brief identifies export failure after a date filter. The supplied messages contain no reproducible input.
The maintainer accepts the issue brief and gets the missing reproduction information.
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.