Adjust the day to day with Fedora page

It now comes with a visual representation of the ticket flow.

Signed-off-by: Pierre-Yves Chibon <pingou@pingoured.fr>

modules/ROOT/pages/day_to_day_fedora.adoc

@@ -7,49 +7,74 @@ do the work you are asking us to do.
 
 == Our Workflow
 
-. Is your issue/problem related to security of an application or service we
+=== Security related issues
+Is your issue/problem related to security of an application or service we
 run?
+
   * send an email to `infra-security` @ fedoraproject.org
 
-. Is your issue/problem urgent? (An important service is down, you need
+=== Emergency/Authentication issues
+Is your issue/problem urgent? (An important service is down, you need
 a change asap) or is your issue/problem such that you cannot file a ticket
 (authentication, no account, ticketing system down)
-  * On IRC (irc.freenode.net) join the `#fedora-admin` channel, say _.oncall_,
+
+* On IRC (irc.freenode.net) join the `#fedora-admin` channel, say _.oncall_,
   and explain the issue to the oncall person.
-  * If no answer:
-    ** If you cannot authenticate to link:https://pagure.io/[], send an email
-    to `admin` @ fedoraproject.org
-    ** Otherwise: go to next step.
 
-. File a ticket in link:https://pagure.io/fedora-infrastructure/issues/[] with
-  as much information as you think will be needed to handle your issue. This
-  initial ticket will be made in the _Needs review_ state. Make sure to note if
-  there is a deadline or if this issue blocks you.
-  * Your ticket will be reviewed within 48 hours at most; usually sooner.
-  * There is no need to ping team members or notify us about the newly filed
-    ticket.
+* If no answer:
+  ** If you cannot authenticate to link:https://pagure.io/[], send an email
+     to `admin` @ fedoraproject.org
+  ** Otherwise: go to next step.
 
-. Your ticket will be triaged by a team member and moved to a new state:
-  * If it's moved to _Waiting on asignee_ it's waiting for a team member to
+=== Ticket tracking
+
+By default, the infrastructure team tracks its work in tickets at:
+link:https://pagure.io/fedora-infrastructure/issues/[].
+If you need something from us, please
+link:https://pagure.io/fedora-infrastructure/new_issue[open a new ticket] with
+as much information as you think is needed to process this request.
+
+Once created your ticket will follow the following flow:
+
+.Ticket Flow
+[#img-ticket-flow]
+[caption="Figure 2: "]
+image::ticket_flow.jpg[750,750, link="../_images/ticket_flow.jpg"]
+
+A few notes:
+
+* Make sure to note if there is a deadline or if this issue blocks you.
+* We review tickets during the two stand ups we hold Monday through Friday
+  (one more Europe timezone friendly and one more US timezone friendly).
+* There is no need to ping team members or notify us about the newly filed
+  ticket.
+
+* Your ticket will be triaged by a team member and moved to a new state:
+  ** A Gain and Pain levels will be added to the ticket, these are used by the
+    team member to prioritize their work. (You can find the definition of each
+    level in the xref:glossary.adoc[glossary].)
+  ** If it's moved to _Waiting on asignee_ it's waiting for a team member to
     start working on it.
-  * If it's moved to _Waiting on reporter_ it means that you need to answer
+  ** If it's moved to _Waiting on reporter_ it means that you need to answer
     questions posed in the ticket before it can be worked on.
-  * If the ticket is closed with _initiative_, see
+  ** If the ticket is closed with _initiative_, see
     xref:initiatives.adoc[New Initiative Workflow].
-  * If the ticket is otherwise closed, it will be with a explanation from
-  a team member.
+  ** If the ticket is otherwise closed, it will be with a explanation from
+    a team member.
 
-. If you have an update to your issue/task or want to know when it might be
+
+* If you have an update to your issue/task or want to know when it might be
 worked on:
-  * comment in the ticket adding that information or asking for time frame.
+  ** comment in the ticket adding that information or asking for time frame.
 
-. When someone is available, your ticket will be assigned to someone to work
+* When someone is available, your ticket will be assigned to someone to work
   on.
-  * Watch for progress reports/ticket being marked done.
+  ** Watch for progress reports/ticket being marked done.
 
-. If the work is not fully completed as required, please re-open the ticket
+* If the work is not fully completed as required, please re-open the ticket
   and indicate this.
-  * Go back to the previous step for additional work.
+  ** Go back to the previous step for additional work.
+
 
 == The "Oncall" Role in Our Team
 
@@ -99,6 +124,14 @@ of the team has and how important we think it is. If your ticket
 is blocking you, make sure you note that in the ticket, but keep in
 mind that we may already be working on tickets that are blocking more people.
 
+Every now and then, we will go through our old tickets. When this happen we may
+ask you to check if the issue still exists (it could be that a complimentary
+change fixed it, or that was just an intermittent issue or simply that it got
+fixed without us knowing). In those situation, we kindly ask that you reply to
+our question/ping within two weeks, otherwise we reserve the right to close the
+ticket (knowing that you can always re-open it or open a new one if the issue
+persists or re-appeared).
+
 == IRC
 
 IRC is a great way to communicate, but please do not ping team members