My organisation recently underwent a major restructuring. In a matter of weeks, my team doubled in size and multiplied its responsibilities: we went from supporting a handful of AWS accounts to owning infrastructure across several product lines and (together with other infra teams) being in charge of multiple cloud providers, supporting hundreds of engineers distributed across countries.
With the reorganisation came changes we didn't choose. One of them was moving from Jira to Linear (which honestly, I welcome). Another was inheriting collaboration processes that don't really scale.
In this new multi-cloud setup, cloud-ops engineers were reluctant to have product team engineers create tickets directly in Linear. They feared cluttering the backlog or addressing the wrong team (AWS? GCP? Azure?). So the default became a simple Slack message posted in a shared channel. Someone from the platform domain would read it, mentally triage it, and only then manually create a ticket in Linear for the right team.
The process had already been recently improved by adding a Slack Workflow that structured requests via a form; still a Slack message to be triaged, but at least with the relevant information nicely laid out.
