Engineering Issue Workflow

The engineering issue workflow turns a repro-ready intake case into a Linear or Jira issue. It should be deterministic because issue fields, labels, links, and sync behavior need to stay consistent.

What It Does

The engineering issue workflow:

Receives a repro-ready bug intake record
Checks for duplicate or related engineering issues
Drafts a concise engineering issue description
Sets team, project, labels, priority, severity, and customer impact fields
Links the issue to the original support ticket and Duckie run
Posts a summary to an engineering Slack channel when review is needed
Syncs issue comments, questions, status changes, and resolution back to the workflow

Recommended Components

Need	Duckie component
Create or update issues	Linear or Jira app tools
Enforce field values	Engineering issue workflow
Draft issue content	Bug intake agent called by workflow
Detect duplicates	Issue tracker search tool and deterministic matching rules
Notify engineering	Slack engineering agent
Sync issue updates	Issue tracker deployment or custom webhook

Flow

Issue Content

The created issue should include:

Short title with product area and observed failure
Customer impact and severity
Affected customer or account link when allowed
Reproduction steps
Expected behavior
Actual behavior
Environment details
Logs, screenshots, recordings, or trace links
Known incident or duplicate references
Original support ticket link
Duckie run link
Support owner or follow-up owner

Suggested Issue Contract

{
  "title": "[Dashboard] Blank state after login for priority customer",
  "description": "Customer can log in, but the dashboard loads as a blank page.",
  "product_area": "dashboard",
  "severity": "high",
  "priority": "urgent",
  "labels": ["customer_reported", "dashboard"],
  "team": "web app",
  "customer_impact": "Priority customer cannot view project metrics.",
  "steps_to_reproduce": ["log in as affected user", "open dashboard"],
  "expected_behavior": "dashboard loads project metrics",
  "actual_behavior": "dashboard is blank",
  "support_ticket_url": "https://helpdesk.example/tickets/123",
  "duckie_run_url": "https://duckie.example/runs/run_123"
}

Sync Fields

Store the relationship between systems in workflow state or a durable record.

Field	Purpose
`support_ticket_id`	Routes customer updates back to the original conversation.
`engineering_issue_id`	Updates the correct Linear or Jira issue.
`engineering_issue_url`	Links support and stakeholder updates.
`engineering_slack_thread_url`	Keeps engineering discussion tied to the issue.
`customer_follow_up_status`	Tracks whether Duckie is waiting on the customer.
`engineering_question_status`	Tracks whether engineering is waiting on support or customer input.
`resolution_status`	Tracks whether the fix is shipped, workaround-only, duplicate, or not planned.

Do not let the issue workflow invent severity, priority, or customer commitments outside the team’s rules. Let agents recommend values, then let the workflow enforce allowed fields and approval gates.

Linear

Connect Duckie to Linear issues.

Jira

Connect Duckie to Jira issues.

Workflows

Build deterministic issue creation and sync logic.

Custom Webhooks

Trigger sync from issue tracker events.

Overview

Use Case Blueprints

What It Does

Recommended Components

Flow

Issue Content

Suggested Issue Contract

Sync Fields

Linear

Jira

Workflows

Custom Webhooks

​What It Does

​Recommended Components

​Flow

​Issue Content

​Suggested Issue Contract

​Sync Fields

​Related Docs

Linear

Jira

Workflows

Custom Webhooks

What It Does

Recommended Components

Flow

Issue Content

Suggested Issue Contract

Sync Fields

Related Docs