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From YouTube: Area of Focus Workgroup - 2021-02-25
Description
Area of Focus Workgroup - 2021-02-25
A
C
That's
kind
of
what
I
pictured
today
going
because
for
the
most
part,
I
think
we
have
an
idea
of
what
the
future
kind
of
looks
like
so
I'll
share
my
screen
and
kind
of
go
over.
What
I
saw
with
when
I
pulled
the
metrics
cool,
so
what
I
did
was
basically
make
the
same
three
queries
for
all
regions
and
then
anime
or
apac
and
mia.
The
idea
was
basically
separate
the
tickets
by
the
category.
They
are
spoilers.
C
Some
of
these
didn't
exist
so,
like
security
incident
didn't
exist
until
december,
but
what
I
did
was:
okay
past
six
months,
what's
the
percentage
that
they
are
and
then
I
kind
of
did
this
fun
thing
where
it
looks
at
the
frt
and
wait
times
of
each
of
the
categories,
so
we
can
kind
of
see
like
okay.
Where
does
it
look
really
bad?
C
C
This
was
the
most
interesting
part
was
somehow
in
november
and
december,
there's
no
free
customer
problems
for
ape
pack
and
I'm
not
sure
what
that
means,
because
I'm
like
wait.
No
that
can't
that
that
can't
be
the
case
unless
y'all
got
lucky
for
like
what
is
that
60
days
like
that's,
I
don't
feel
like
that's
what
happened,
but
what
I
saw
was,
generally
speaking,
and
it's
easier
to
look
at
the
percentages
here.
C
C
They
pretty
much
look
the
same,
which
is
good
because
this
means
when
we
have
to
talk
about
distribution.
It's
like
that
means
they're,
basically,
the
same
from
region
to
regions.
So
we
don't
have
to
worry
about.
Oh
apac
needs
this
many
sauce
agents,
but
this
many
self-managed-
and
we
don't
have
to
worry
about
that
varying
from
region
to
region
because
they
genuinely
generally
look
like
the
same
percentages.
C
So
what
I'm?
Basically
seeing?
Is
they
look
like
the
same?
But
it
helps
us
kind
of
illustrate
of
this.
One
is
solely
a
sauce-focused
one
and
it
generates
a
good
amount
of
the
volume
of
our
queues.
It
it's
almost
30.
It's
almost
you
know
it's
more
than
a
quarter
of
the
tickets.
We
get
our
sauce
account
tickets
for
february,
at
least
looking
at
past
months.
It
pretty
much
runs
along
that
same
kind
of
you
know:
volume
of
yeah
those
genuinely
are
a
quarter
or
more
of
our
tickets,
which
tells
us
when
doing
the
distribution.
C
What
we
need
to
kind
of
look
at
is
right.
Those
are
the
most,
but
how
what's
the
average
time
it
takes
like
one
person
to
resolve
one
of
those
and
then
perhaps
go
okay?
Well
right.
So
looking
at
our
average
trend
kind
of
figure
stuff
out
there,
I
think
that's
where
we're
going
to
get
into
the
more
complicated
parts
of
the
distribution,
but
that's
where
we
all
get
to
work
together
and
figure
out
how
to
do
those
equations.
F
C
Yeah,
I'm
not
sure
how
that
happened,
and
my
guess
is
those
are
times
when
things
were
changing
in
zendesk.
So
my
guess
is
something
changed
to
remove
those
almost
completely
and
then
was
brought
back
to
fix
it.
I
don't
know
what
that
is
in
theory.
We
want
to
see
that
number,
this
level
of
low.
That's
what
we
want
to
see.
We
want
to
see
it
getting
lower
and
lower
or
lower,
as
we
reduce
the
free
customer
problems,
a
big
thing
to
keep
in
mind
with
this.
C
C
Are
unlisted,
so
we
should
be
fine.
A
thing
to
keep
in
mind.
Is
the
consumption
stuff
coming
into
play
stuff
like
we're
gonna,
be
we're
looking
to
apply
an
sla
on
ci,
minute
tickets
and
storage
tickets
and
stuff
like
that.
So
right
now,
non-paid
customers
who
are
filing
ci
minute
questions
are
being
filed
as
custer
free
customer
problem
tickets,
but
they
won't
be
once
they
kind
of
have
an
sla,
because
we
won't
classify
them
as
free,
we'll
classify
them
as
consumption.
C
So
that
is
one
thing
to
keep
in
mind:
is
we'll
see
a
reduction
but
based
on
my
current
research
into
that
it's
a
very
low
volume
month
over
month,
so
it
won't
really
influence
this
much.
I
think,
for
the
month
of
january,
we
were
looking
at.
Maybe
15
of
them
were
ci
minute,
related
tickets
for
free
customers
or
free.
D
C
This
is
instances
of
the
tickets
and
it's
mostly
using
the
problem
type
from
the
tickets.
Some
of
them
are
a
little
tweaked
like
ci
cd
is
taking
four
different
problem
types
into
place,
so
what
I
did
was
create
a
custom
asset
or
a
custom
metric
for
that
to
say
if
it's
this
or
this
or
this
or
this
it's
ci
cd
for
ones
that
had
multiple
in
both
like
sauce
and
self-managed
and
maybe
even
free,
that's
kind
of
what
I
did
for
them
was
say
right.
C
These
are
all
this
problem
type
and
then,
basically,
if
it
was
none
of
these
other
things,
it's
we're
going
to
call
it
other,
but
other
could
in
fact
just
be
mislabeled
tickets.
That
one
would
require
us
looking
over
every
ticket
and
I'm
going
to
guess.
No
one
here
wants
to
volunteer
to
look
at
what
I
easily
see
is
at
least
4
000
tickets.
C
Nah,
I
really
wouldn't
I
don't
like.
Yes,
that's
the
significant
number
of
tickets
over
the
past
six
months,
but,
like
I
don't
see
it
changing
the
percentages
that
we're
seeing
now
unless
literally
every
one
of
like
licensed
tickets
were
marked
other,
but
they
shouldn't
have
been.
That
would
actually
be
indicative
of
a
bigger
problem.
C
Cool
go
ahead
and
stop
sharing
my
screen,
but
yeah
that's
kind
of
what
I've
got
on
the
metrics
so
far
and
I
broke
it
down
by
region
just
in
case
like
when
jane
wants
to
go,
talk
to
sean
and
vg
and
weiming,
and
all
them
about
this
there's
an
apac
chart,
so
she
can
kind
of
be
like
this
is
what
we
need
to
focus
on
as
apac,
but
we
should
keep
in
mind.
You
know
what
the
other
regions
are
doing
as
well.
C
Luckily,
all
the
numbers
are
mostly
the
same,
but
there
could
be
variances
and
apec.
Might
it
might
come
down
to
apac
going?
We
need
one
more
sauce
account
person
than
what
amia
is
saying
they
need.
You
know,
there's
also
team
sizes
to
keep
in
mind.
So
it's
like
right,
apac
might
say
yeah.
We
need
27
of
our
team,
but
that
might
end
up
being
two
people.
F
C
C
C
F
C
Know
like
me
and
elia
just
work
together
to
figure
out
a
trigger
to
start
auto
replying
to
free
tickets,
and
at
least
maybe
like
remind
them
of
it,
should
only
be
these
categories.
Reply
back
if
it
is
otherwise,
please
see
community
like
we're
trying
to
figure
out.
How
can
we
get
rid
of
the
free
tickets
that
we
really
shouldn't
be
working?
C
Part
of
that
might
just
honestly
be
like
at
some
point
saying:
there's
no
reason
a
free
customer
should
reach
out
to
get
lab
support
in
theory,
if
they're
having
issues
they
should
be
reaching
out
via
issues
to
get
lab.
If
it's
that
big
of
a
deal,
I
don't
know,
I
think
that's
like
a
discussion
that
eventually
we
need
to
have
of
like.
If
the
concept
is
we
shouldn't
be
doing
support
for
free
customers.
A
Yeah
I
mean
I,
I
think
it's
fair
enough
to
like
keep
it
the
way.
It
is
more
or
less
right
because
you
think
about
like
if
people
like
open
a
random
like
we
are
even
we're
random
users,
but
also
even
customers
right
in
about
everything
get
loud
right
and
even
things
that
we
don't
actually
support.
We
respond
with
hey.
We
don't
support
this
right.
You
know,
here's,
here's,
what
you
can
maybe
do
and
then
they'll
often
still
you
know,
write
back
and
be
like
that.
Doesn't
work
for
me.
B
C
C
We
tried
an
overzealous
autoresponder
that
did
not
go
well
at
all.
It
was
overzealous
it
autoresponded
to
too
much.
So
I
think
it's
finding
the
right
combination
of
things
of
how
can
we
prevent
tickets,
which
would
be
ticket
deflections
like
good
documentation,
redirection
stuff
like
that,
but
also
right?
But
how
can
we
easily
determine
when
we
should
basically
not
be
working
a
ticket
at
all?
C
C
But
you
know
there's
there's
problems
like
500
errors
and
stuff,
like
that,
where
yeah
we
do
have
to
actually
be
the
ones
to
work
it,
but
we
get
to
it
when
we
get
to
it
kind
of
deal.
I
don't
know,
I
think
free
problem
types
are
the
complicated
issue
on
that
one
and
for
sake
of
this
work
group,
we
should
say
we're:
gonna
keep
them
where
they
are
and
they'll
be
their
own
category.
C
F
E
Your
point
I
mean
we
can
leave
them
where
they
are
for
now,
but
I
definitely
agree
with
you.
We
need
to
figure
it
out
like
what
to
do
with
them
and
I
think
the
the
answer
is
very
simple:
we
need
to
find
a
way
for
them
not
to
exist
anymore,
not
to
allow
them
to
be
created
and
that's
pretty
much
where
we
need
to
go
yeah.
D
E
C
F
Yeah
I
did
and
he's
in
a
space
where
his
okra
is
kind
of,
as
he
got
into
it.
He
kind
of
went
okay.
This
isn't
gonna
go
the
way
that
I
thought
it
would
like
anything,
so
he's
kind
of
changing
tack
on
it
a
wee
bit,
but
we'll
still
end
up
looking
at
where
he's
at
now.
I
think
it
will
still
end
up
somewhere.
That's
really
going
to
help
he's
looking
at
how
to.
F
I
don't
want
to
put
words
in
his
mouth,
because
it's
in
a
very
draft
phase
at
the
moment,
but
he's
just
looking
at
how
our
onboarding
actually
works
and
the
way
that
we've
got
you
know
a
big
chunk
of
hair
is
everything
sass,
and
here
is
everything
self-managed
and
thinking
about
ways
that
we
can
actually
create.
Some
more
you
know
here
is
everything
to
do
with
ci
cd,
regardless
of
what
architecture
it's
sitting
on
so
so
it
is
still
going
to
help,
but
yeah
he's
still
working
on
what
he's.
C
C
E
So
what
I
am
doing
is
first,
I
would
like
to
figure
it
out
exactly
how
much
he's
on
boarding
and
what
is
the
time
that
how
we
consume
the
time
for
boarding
to
be
that
you
know
that
long
and
then
what
I
would
like
to
replicate
is
something
that
some
results
that
I
see
with
mario,
that
basically
and
not
to
extend
too
much
mario
is
able
now
to
work
tickets
in
all
the
queues
like
he
can
get
self-managed,
dot-com
or
eleanor.
Even
so,
he
is
just
like
the
the
way
that
he
works.
E
Is
I
just
see
what
tickets
needs
attention,
regardless
of
what
the
type
of
tickets
it
is.
So
that's
what
I'm
trying
to
to
duplicate
and
the
way
that
I'm
doing
that
is.
I
am
finding
what
is
consuming
the
time
in
the
onboarding.
Initially,
I'm
trying
to
remove
those
blockers
and
then,
with
the
time
that
we
gain,
I
will
try
to
start
doing
what
I
did
with
him,
which
is
basically
starting.com
and
then,
when
he
jumped
to
self-manage
he's
not
going
to
learn
like
this
is
how
you
install
it.
E
This
is
where
the
files
are
he's
going
to
learn.
This
is
the
difference
as
for
an
approach
for
a
sales
manager
ticket
versus
to
what
you
are
using.com,
so
it
will
be
like
patching
the
differences
instead
of
learning
a
lot
initially,
as
time
goes
by
I'll,
be
focusing
on.
You
know,
people
maybe
getting
more
architecture
and
more
details,
but
initially
I
want
them
to
know
what
is
different
from
here
to
here.
E
C
Yeah,
that's
awesome.
I
think,
honestly,
like
the
hardest
part
of
what
we're
doing
with
the
areas
of
focus,
isn't
picking
categories
or
making
the
views
or
setting
up
zendesk.
It's
gonna
be
that
gap
of
okay,
we
gotta
coalesce,
sauce
and
self-managed,
and
it's
that
it's
a
it's
like
when
you
know
you've
been
you're
you're
starting
to
learn
how
to
jog
long
distances.
You
have
a
wall
and
breaking
through
that
wall
sucks
for
us
that
wall
is
the
separator
between
sauce
and
self-managed,
and
it's
a
weird
wall
because
you'll
see
people
be
like.
C
I
don't
know
how
to
work
a
dot-com,
ci
job
blog
problem
and
I'm
like
what
would
you
do
in
self
manager
like
I'd,
ask
for
the
job
blogs
cool?
So
what
do
the
job
logs
look
like
because
you
have
those
already
they're
like
oh,
like
yeah?
So
what's
the
error?
They're
like
this
like
sounds
like
you
know
how
to
work
a
ci
job
in
get
lab.com,
probably
quicker
than
self-managed,
since
you
can
go
get
the
logs.
F
One
of
the
other
things
that
weiming
has
done
to
that
inclusion.
He
has
actually
killed
existing
self-managed,
focused
and
sas
people
together
to
start
cross-training
each
other
so
that
they'll
work
like
if
a
sas
focused
person
gets
a
cicd
ticket,
they're
grabbing
a
self-managed
focused
person
and
they're
working
it
together,
so
that
they
can
both
learn
from
each
other
and
they're
both
in
their
different
focuses,
because
I
find
onboarding
people
with
that
soft
line
between
the
two
is
much
much
easier.
F
It's
the
people
who've
been
here
a
while,
and
I
I
find
generally,
who
are
more
focused
on
self-managed
there's
quite
a
hard
line
in
their
head
about
can't,
go
to
sas
so,
but
there's
also
an
upskilling
for
the
sas
people
so
yeah.
We
are
just
pairing
people
and
that
seems
to
be
working
quite
well
too.
C
Yeah,
I
think
a
big
part
of
this
honestly
comes
to
like
one
of
the
big
values
of
git
lab
is
collaboration.
I
think
the
answer
to
a
lot
of
this
is
collaboration.
I
don't
know
a
lot
about
sauce.
I
really
don't.
I
was
a
self-managed
engineer.
I
did
not
know
a
lot,
and
yet
I've
built
apps
that
almost
exclusively
to
help
the
sauce
team.
That's
not
because
I
suddenly
got
good
at
sauce.
It's
because
I
would
pair
with
cynthia
and
tristan
and
other
sauce
people
to
be
like
explain
this
thing
to
me.
I
don't
understand.
C
I
think
a
lot
of
what
will
help
with
this
process
is
a
trying
to
get
it
where
people
see
a
hard
divider
to
be
like
it's,
not
a
hard
divider
we're
the
same
team,
and
we
should
be
helping
each
other
with
these
various
topics
and
be
going
just
work
together
on
some
of
these
stuff.
For
a
while,
it's
okay
like
how
many
people
can
honestly
say
they
knew
kubernetes
really
well.
When
those
started
this
ticket
started
rolling
out,
a
lot
of
people
would
be
like.
Can
we
jump
in
a
call?
C
F
We
do
a
lot
of
pairing
in
apac,
it's
kind
of
I
mean
it's
almost
part
of
everybody's
every
single
day
and
I
I'm
kind
of
gleaning.
I
I
wonder
if
we're
a
little
bit
abnormal
in
that,
and
I
wonder
if
that
gives
us
a
little
bit
of
an
advantage
in
the
cross
training,
because
it
is
just
a
natural
thing
of
the
frequency
of
pairings
that
we
do
and
I
see
I
see,
adi's
got
her
thinking
face
on
I'd,
love,
to
hear
your
thoughts.
A
A
You
know
if
you're
always
pairing
with
those
same
five
people.
It
seems
like
you're
pairing
a
lot
that
like
in
amer,
we
have
so
many
people
that
if
I
wanted
to
pair
with
a
different
aimer
person
every
single
week
like
how
many
months
would
it
take
me
just
to
do
that
right,
just
aimer.
So
I
think
there's
there's
just
part
of
it
is
perception.
A
A
I
don't
think
we
have
the
numbers
to
to
kind
of
meet
some
threshold
or
something
you
know
to
make.
It
seem
like.
Oh
there's
lots
of
people
doing
this,
whereas
in
apac
it's
not
a
ton
of
people,
but
there's
enough
that
you
then
get
that
feeling
to
say
like.
Oh,
we
have
a
bunch
of
people.
Doing
hybrid,
don't
have
that
yet
in
in
amer,
and
I
don't
think
we
quite
have
it
in
emea
either.
A
I
put
it
in
the
task
list
just
to
say:
okay,
these
there's
a
couple
of
things
that
are
related
but
out
of
scope,
but
then,
like
the
names
of
the
people,
just
at
the
top
of
the
dock.
So
like
training,
you
know
where
you
know
blaming
ronnie
and
bj
are
all
kind
of
working
on
it
and
then
there's
also
the
other
piece
of
the
puzzle.
A
In
my
mind,
is
the
accessory.com
auditor
or
admin
or
both
how
that's?
How
that's
going
to
work?
What's
going
to
be
the
criteria
that
sort
of
thing
can
we
get
auditor
into
baseline
for
support?
So
james
is
working
on
that
piece,
and
so
I
think
that's
going
to
be
another
piece
as
well.
He
has
given
that
us
to
go
ahead
to
like,
for
anyone
who
doesn't
already
have
an
auditor
account
just
submit
an
ar,
but
we're
not
doing
a
bulk
one
right
now,
we're
just
doing
individual
ones
unless
that's
changed.
Jason.
C
C
Admittedly,
I
haven't
done
that
because
we're
working
on
like
the
coalescing
concept
and
all
this
stuff
and
james
is
kind
of
figuring
out
the
auditor
stuff.
So
I
haven't
done
that.
But
I've
told
him
like
look
when
you're
ready
to
flip.
That
switch.
Tell
me
because
I'll
make
the
relevant
issues
I'll
get
it
merged
in
and
it'll
basically
be
done
within
a
day.
Yeah.
C
A
Can
we
remove
admin
access
from
those
people
or
not
in
order
to
kind
of
limit
the
number
of
admin
like
kind
of
actually
we've
gone
up
in
the
number
of
admin
accounts
because
of
the
dot
com
emergencies
and
we're
looking
at
whether
we
can
lower
that
back
down.
So
it's
only
those
focused
on
like
the
accounts
and
stuff
that
really
need
admin
access,
but
anyways.
That's
that's,
there's
a
whole
issue
for
that
that
james
is
working
on.
I
just
wanted
to
make
sure
that
that
is.
A
I
know
that
in
the
past
that
was
one
of
kind
of
the
barriers
is
just
being
able
to
see
like
have
some
kind
of
account
like
admin
to
even
be
able
to
see
things
like
job
blogs
and
whatnot.
So
I
think
an
auditor
account
is
actually
a
pretty
good.
You
know
way
of
getting
that.
I
actually
got
an
auditor
account
as
part
of
the
trial
that
james
kind
of
ran
to
see
whether
it
would
be
viable,
and
I
actually
do
that
now.
A
A
C
I
remember
when
I
had
an
admin
account
and
then
lyle
asked
why
I
hadn't
logged
into
it
for
three
months,
and
I
told
him
with
with
the
serious
face
of
I'm
afraid
of
the
account
he's
like.
What
do
you
mean
I'm
like
y'all
gave
it
to
me
as
a
manager.
He
goes
yeah,
I'm
like.
I
have
no
idea
what
that
can
do.
I've
never
seen
the
admin
side
of
dot
com
and
he's
like
it's
like
the
admin
set
of
self-managed,
I'm
like
lyle.
C
C
I
think,
like
closing,
that
bridge
on
the
access
stuff,
I
think,
will
help
but
honestly,
when
it
comes
down
to
it's
to
be
like
the
people
like
me
who
are
afraid
of
that
access,
because
we're
not
used
to
having
admin
access
to
self-managed,
like
we
sure
don't
have
that
for
a
customer's
admin
for
their
instance.
So
it
terrifies
us
to
have
that
level
of
access
for
gitlab.com,
which
is
yeah.
C
Monster
of
a
thing
that
is
radically
different
than
a
single
omnibus
yeah,
I
think
the
co
I
think,
collaborating
pairing.
I
think
what
ronnie
and
wayne
me
and
morani
and
weiming
and
vg
are
working
on,
will
help
us
out
a
lot
in
this
honestly
at
the
end
of
the
day,
if
this
was
just
an
access
problem,
I'd
go
into
james's
issue
and
be
like
I'm
now
going
to
go,
make
this
a
baseline
and
have
this
provision
for
everybody
because
bam
problem
solved.
Table
flip.
C
C
It's
real
easy
for
me
to
tell
a
customer
like
send
me
the
job
logs.
But
if
you
go
right
so
here's
my
project,
then
I
have
to
think,
oh
god,
where's
the
job
logs
on
an
actual
gitlab
ui,
and
I
think,
at
the
end
of
the
day,
that's
the
scary
part
is
self-managed.
Has
a
weakness
of
we
don't
know
the
ui.
We
rarely
see
the
ui,
but
I
think
being
able
to
help
close.
C
A
Yeah,
so
I'm
gonna
work
with
ronnie
too,
on
kind
of
looking
over
the
dot
com
onboarding
issue,
but
the
purpose
of
that
one
was
always
to
try
to
bridge
that
gap
and
basically,
it's
actually
the
dot
com.
Onboarding
right
now
assumes
a
certain
amount
of
gitlab
knowledge
and
basically
says
hey.
This
is
this
is
like
the
architecture
for
com,
and
this
is
like
where
you
find
the
logs.
A
It
actually
assumes
a
certain
amount
of
get
loud
knowledge
at
the
moment,
but
yeah.
I
think
I
think,
that's
fine
if
we
ronnie,
if
you
know
of
any
like
issues
or
anything
around
the
training
and
the
work
that
the
three
of
you
are
doing,
if
you
want
to
maybe
just
throw
that
under
the
task
list
at
the
top
of
the
dock.
E
C
Awesome
yeah,
I
think,
where
we're
at
right
now
in
the
work
group
is
just
figuring
out
how
we
can
basically
help
prepare
the
team
for
this
change,
because
me
and
cynthia
played
in
zendesk
it's
like
yeah.
This
change
is
actually
easy
in
zendesk.
It
takes
like
no
work.
It
actually
simplifies
a
lot
of
work,
which
is
nice
because,
like
yay,
less
work
for
support
ops.
C
Strong
categories
we're
pretty
confident
and
we
saw
good
results
using
him.
The
changes
in
zendesk
are
cakes,
so
what
we're
now
looking
at
is
okay.
So
how
do
we
get
to
implementing
this
next
quarter?
Where
we
can
go
here's
what
we
want
to
implement?
Here's
where
our
roadblocks
are.
How
can
we
help
to
destroy
those
roadblocks,
so
we
can
get
this
live
on
x
date
or
whatever?
C
I
think
the
trickiest
part
isn't
going
to
be
access.
It's
going
to
be
training.
I
think
that's
honestly
going
to
be
the
trickiest
part,
and
we
just
kind
of
have
to
I
guess
gauge
with
the
team
as
a
whole
of
like,
what's
a
realistic
expectation
for
having
100
of
the
team
cross-trained
in
sauce
and
self-managed,
I'd
love
to
say
and
l
and
r,
but
I'll
slow
that
down
a
bit.
I
get
that's
that's
asking
a
lot.
A
Well,
l
and
r
we're
considering,
at
least
for
the
time
being,
an
area
of
focus
in
and
of
itself.
So
I
think
that
it's
fair
to
say
that
we're
it's
more
the
focus
of
cross-training,
self-managed
and
staff.
I
am
honestly
of
the
opinion
that
I
don't
feel
like
like
just
this
freezing
of
like
100
cross-training.
I
don't
I
don't
feel
like
we
need
to
be.
C
I
guess
what
I
should
say
is
by
100
cross-trained.
I
don't
mean,
like
oh
you're,
the
master
of
dot-com
and
self-managed
because
find
me
the
person
who's,
the
master
of
both
of
those
things
100
and
I'll
probably
call
them,
will
chandler,
but,
like
that's
getting
everyone
that
level
of
trained,
I
don't
think
that's
realistic,
because
we
kind
of
almost
encourage
people
not
to
strive
to
try
to
learn
everything
and
become
a
master
of
everything,
because
that's
a
daunting
task.
C
I
I
with
a
warm
heart,
remember
cynthia
being
like
I'm
gonna
pair
with
every
person
on
support
and
watching
how
long
that
token
went.
That
was
just
and
there's
at
least
that
many
things
in
gitlab
to
learn
about
like.
Can
you
imagine
trying
to
become
the
master
of
that
many
things,
because
by
the
time
you're
done
with
it,
like
they'll,
be
like
great
there's,
15
new
features
and
more
things
have
been
added
best
of
luck
to
you.
C
E
I
think
sorry,
I
think
that
the
goal
will
be
for
people
to
feel
at
least
comfortable
doing
the
initial
working
anytime
any
like
if
they've
come
from
self
management,
but
they
are
able
to
at
least
gather
useful
information
for
the
expert
to
continue
working
later
on.
I
think
at
least
that
will
help
with
the
initial
part
of
the
ticket
that
will
help
frt
that
will
overall
help
the
objectives
we
have
better.
I
think,
as
you
said,
getting
somebody
to
be
expertable.
E
F
Two
things
I
think:
when
I
relate
to
learning
languages,
you
don't
become
an
expert
at
it
until
you're,
immersed
in
it
and
you're,
surrounded
by
it
and
you're
uncomfortable
with
it
for
a
time,
because
that's
the
nature
of
learning,
you're
uncomfortable
and
you
get
better
because
you're
in
there
doing
it.
I
wonder
as
a
next
generation
for
implementation.
F
Can
we
do
two
things.
One
look
at
our
volume
numbers.
Our
percent
numbers
work
out.
Okay,
we
probably
need
no
more
than
this
percentage
of
the
team
on
this
focus
area
and
then
choose
one
focus
area
that
we
go.
Okay,
let's
start
with
this
and
ask
some
people
to
start
interacting
with
it.
Perhaps
a
good
option,
because
I
know
we've
had
a
lot
of
people.
Do
training
modules
for
authentication
related
things,
so
saml
skim
whatever
else.
F
Perhaps
that
would
be
a
good
option
of
a
one
to
go
right:
what
percentage,
because
we
don't
want
to
put
15
people
on
it
when
we
actually
only
need
three
and
then
identify
some
people
that
we
can
put
into
that
and
start
using
that
view
as
part
of
their
day-to-day
work
for
the
areas
of
focus
to
go
right.
How
do
the
mechanics
of
this
work
day-to-day?
F
Because
that's
in
learning
that
we
need
to
get
as
well,
we
need
to
work
out
how
it
feels
for
people
to
work
and
what
the
gotchas
are,
because
the
better.
We
can
understand
that
and
smooth
those
out
before
we
subject
everyone
to
it,
the
better
the
adoption
is
going
to
be
and
the
lower
the
resistance
is
going
to
be
as
well.
C
I
would
definitely
say
that
like
picking
two
or
three
categories-
and
some
of
them
are
easy,
like
sauce
account
cool,
that's
a
real
easy
one
to
pick.
L
r,
also
a
really
easy
one
to
pick
and
then
picking
one
that
is
more
technical,
like
the
authentication
authorization
stuff.
So
we
basically
have
right.
These
are
tickets
that
pretty
much
anyone
can
work.
We
have
tooling
to
help
with
it.
That's
the
sauce
account
stuff
for
the
most
part,
and
then
we
have
great.
This
is
eleanor.
C
We
already
have
a
dedicated
set
of
people
focusing
on
that
cool,
and
then
we
have
our
one:
that's
more
technical
of
okay,
here's
authorization
and
authentication
that
one's
going
to
be
more
technical
and
require
a
technical
skill
set
to
figure
out.
It's
not
process
related,
so
much
as
it
is
yeah.
This
is
a
technical
skill
because
I
would
argue,
l,
r
and
sas
account
is
yeah.
D
C
A
A
It's
a
different
feature
all
together
and
the
other
is
that
you
need
an
admin
account.
There's
no
question
about
that.
If
you,
if
you're
helping
with
with
authentication
and
authorization
problems
on
dot
com,
you
need
an
admin
account,
at
least
at
the
moment.
Right,
like
so
part
of
what
james
is
doing
in
looking
at
auditor
and
admin
accounts,
is
trying
to
figure
out
what
are
ways
that
we
could
kind
of
bridge
the
gap
between
auditor
and
admin
in
the
places
that
we
don't
have
right
now.
A
A
Unfortunately,
the
one
thing
you
can't
even
see
in
with
an
auditor
account
is
settings
and
saml
is
locked
behind
settings
now,
it's,
I
don't
think
it's
impossible
like
you
could
get
screenshots
from
the
customer,
and
you
really
only
need
one
screenshot
in
gitlab
for
saml
to
see
all
the
settings
and
everything.
So
I
don't
think
it's.
I
don't
think
it's
impossible.
A
A
C
So
I
would
I'm
actually
going
to
argue
that
we
should
have
the
two
easy
ones
sauce
account
and
l
and
r
those
are
easy
to
separate,
and
then
we
should
do
authentication
authorization
and
ci
cd,
because
the
authorization
authentication
one
is
like
you
said,
that's
like
challenge
mode
for
what
we're
doing
here.
If
we
can
get
that
one
to
work
with
what
we're
doing
the
rest
of
our
cake.
C
So
if
we
can
get
the
hard
one
to
work-
and
I
would
argue,
ci
cd
is
going
to
be
hard
because,
yes,
you
can
be
a
pretty
good
expert
in
ci
cd,
but
man.
Those
tickets
can
go
like
a
million
different
ways
like
from
what
I've
seen
with
like
the
dot
com.
Samuel
tickets
like
they're,
pretty
much
all
they
follow
a
pretty
good
routine,
but
a
cicd
ticket
is
like
yeah.
You
quickly
jump
from
what's
the
job
logs
to
oh,
you
need
some
in-depth
knowledge
of
what
you're
doing.
A
F
A
C
C
It
would
even
be
good
to
kind
of
get
the
customers
and
the
expectation
of
if
you
ask
about
saml,
we're
going
to
ask
you
for
your
settings
honestly
from
a
security
standpoint.
I'd
be
slightly
concerned.
If
I'm
like
I'm
using
an
authentication
tool
and
I'm
letting
my
reply
from
support
is
so
I'm
looking
at
your
settings
and
I'm
like
what
no
don't
look
at
my
settings
and
I
get
like
yeah
we're
admins.
C
We
have
that
ability,
but
at
the
same
time
like
I
would
also
be
like
no,
so
it
might
actually
be
a
good
experience
to
start
kind
of
teaching
the
customer
to
send
those
to
us,
especially
since
it's
like
you
can
redact
the
things
you
don't
want
us
to
see,
because
that's
something
self-managed
is
very
used
to
saying
of
hey.
Can
you
send
us
this?
Please
redact
whatever
it
is.
You
would
not
like
us
to
see.
C
I
think
a
good
iteration
would
be
both,
but
I
think
also
if
what
I
would
say
with
this
cynthia
is,
if
you
like,
with
what
we
have
in
our
handbook.
Our
process
is
our
documentation
stuff,
if
you
don't
feel
a
doc
like
a
self-managed
person
could
pick
up
that
ticket
and
at
least
have
an
idea
of
what
to
do.
That
tells
us.
We
have
a
lacking
in
our
documentation
or
processes,
and
maybe
we
can
fix
that
to
help
us
with
this
trial.
Yeah.
A
And
I
I
am,
I
actually
have
an
issue
to
look
over
both
the
self-managed
and
sas
documentation
for
saml,
specifically
because
we
have
a
bunch
of
duplicate
content
and
all
this
other
stuff,
the
the
docs
are
formatted
like
completely
differently
right
now.
So
one
of
the
things
I
want
to
do
is
actually
partially
consolidate
and
partially
make
the
saml
docs
consistent,
so
it
yeah,
I
think,
actually,
that
I
think
we
could
do
it.
A
I,
like
I
said
I
think
it'll
be
interesting
to
see
how
people
deal
with
it
if
they
don't
have
an
admin
account
and
and
how
to
actually
walk
someone
through,
because
it's
it's
required.
If
you
want
to
see
the
settings
it's
required,
if,
like
you,
want
to
see
certain
things,
but
at
the
same
time
the
customer
could
easily
provide
all
of
that
information
for
you.
C
And
I'm
wondering
if
that's
what
we
kind
of
need
here
is
a
like,
almost
like
a
marriage
of
how
dot
com
sauce
is
doing
it
now
and
how
self-managed
is
doing
it
now.
Right
sauce
has
the
power
to
go.
Look
at
these
job
blogs,
but
the
customer
should
really
be
sending
those
for
us.
We
shouldn't
play,
hunt
down
the
job
logs,
so
I'm
wondering
if
it's
what
we're
looking
for
to
kind
of
help
bridge
that
gap
is
a
marriage
between
the
two
of.
C
C
Absolutely
argue
of
you
should
not
do
it
like.
I
can,
if
somebody's
like
my
customer's
having
a
problem
they
submit
a
ticket,
I
could,
with
zendesk,
go
look
at
every
ticket
that
just
got
submitted
and
find
that
ticket.
I
will
not
like
that
is
a
waste
of
time
and
effort
when
the
correct
answer
is
what's
the
ticket
in
this
case,
what's
the
job
logs
yeah,
I
think
honestly,
like
a
marriage
between
the
two
of
how
both
of
us
work
is
a
good
thing
on
this.
C
One
of
we
might
see
com
people
who
are
like
oh
yeah,
I
go
dig
for
all
their
stuff
and
self-manage
might
go,
but
why
and
they're
gonna
have
to
be
like,
oh
well,
the
customer
like
I
want
to
make
them
happy.
It's
like
right,
but
do
you
think
they're
happy
if
you
just
wasted
an
hour
looking
for
the
logs
when
they
could
send
it
back
in
five
seconds.
A
We
could
even
potentially
build
it
into
that
zendesk
dashboard
jason
is,
like
then,
start
doing
things
like
taking
the
percentage
and
the
number
of
ics
we
have
and
then
kind
of
just
pulling
a
general
number
like
this
is
how
many
or
based
on
even
the
number
of
tickets
in
each
area
and
then
doing
it
to
say
like
hey.
This
is
how
many
people
we
need
in
this
region
for
this
area
of
focus,
but
then
I
think
that
would
be
a
a
really
good
trial
to
look
at
like
okay.
A
If
we
have
that
many
people
or
if
we
have
a
percentage
of
that,
are
we
effectively
working
those
tickets,
and
I
think
it'll
also
help
ahead
of
the
training.
Because
then
we
can
say
hey
we
need
based
on
our
number
of
tickets.
We
need
x
number
of
people
in
this
region
in
this
area
of
focus,
but
we
only
have
one
right
or
something
like
that
and
then
so
then
we
can
get
ahead
of
it
a
little
bit
by
saying
hey.
We
only
have
one
in
this
area.
A
We
kind
of
need
at
least
two
or
three
who
on
the
team
are
in
that
region
could
be
find
that
might
be
willing
to
at
least
kind
of
train
up
a
little
bit.
Take
the
training
module
for
and
start.
You
know
working
that
area
a
bit
more,
so
I
know
that
number
of
tickets
isn't
gonna
quite
work
out
per
se.
We
could
maybe
try
to.
C
F
A
Yeah
yeah,
I
know
for
sure,
and
the
plan
isn't
even
to
get
rid
of
the.
I
mean
we're
going
to
combine
some
of
the
existing
views
right,
but
we're
still
not
going
to
get
rid
of
them
even
in
the
future,
like
the
only
thing
we'll
do
is
kind
of
combine,
self-managed
and
sass,
but
we're
still
not
going
to
get
rid
of
like
the
sla
view
or
the
frt
view
right
like
we're,
not
planning
to
get
rid
of
those
so,
but
I
think
it
will
help.
A
You
know
with
the
training
piece
and
the
people
working
on
that
to
kind
of
again,
even
for
the
managers
just
kind
of
get
a
sense
of
okay.
This
is
kind
of
the
target
for
a
number
of
people
in
an
area
of
focus.
Are
we
there
do?
We
need
to
train
more
people
ahead
of
this
a
little
bit
and
it
might
help
with
just
general
resourcing
of
tickets
even
now
right,
regardless
of
what
we
do
with
it
and
in
terms
of
implementing
it
for
areas
of
focus
also
very
quickly.
A
A
C
So
I'll
make
a
google
doc
and
kind
of
link
them
one
for
they're,
basically
for
the
area
of
focus
guidance.
To
answer
the
questions
of
how
do
you
get
a
sign?
What's
the
rotation
look
like
how
do
who
determines
distribution
numbers
fun,
stuff
like
that,
and
then
you
know
we'll
basically
figure
out
how
to
flush
all
that
out.