Concepts

Responsiblity and Accountability

How assigning responsibility and accountability works in Stubber

Basics

Responsibility and accountability are two key concepts in Stubber.
Each stub tracks responsibility and accountability using Pointers.
A pointer can "point" to a contact list on the stub.

Types of Pointers

• assigned_to: The person directly responsible for the next action
• overseen_by: The person that is accountable to ensure that the stub reaches a done state or progresses as intended
• in_the_pool_of: The group contact of the team that are collectively responsible for the stub

Example

For a support ticket stub, there might be the following contact lists defined on the template :

1. Support Agent: The person who has taken ownership of the ticket and is responsible for resolving it.
2. Support Manager: The person who is accountable for ensuring that the ticket is resolved in a timely manner.
3. Support Team: The group of people who are collectively responsible for ensuring that the ticket is resolved.

The assigned_to pointer would point to the Support Agent contact list.
The overseen_by pointer would point to the Support Manager contact list.
The in_the_pool_of pointer would point to the Support Team contact list.

This would mean that the support team is collectively responsible for the ticket, the support manager is accountable for ensuring that the ticket is resolved, and the support agent is directly responsible for running the next action on the ticket.