GitLab Support Operations, 9 May 2023

Previous Meeting Next Meeting

⏯

youtube image

►

From YouTube: Support Ops Sync - 2023-05-09

Description

Support Ops Sync - 2023-05-09

A

Foreign, it is the 9th of May, hopefully Wherever, You Are and.

B

A

Yeah, let's just kind of get started, um we pushed an update to the contact sync or pushing an update to the contact sync. Rather that will add badges on the projects. The badge will indicate if the sync was successful or if it failed.

A

There are potential future rations of having it maybe make a ticket when the sync fails or maybe having it post in the slack Channel.

B

A

It fails or et cetera, we're not not entirely sure on that probably open the discussion issue, but yeah, so that should at least allow our customers to be able to see. If the sync is working. um That's it's not a fantastically complex batch.

A

It basically says sync status, success or sync status, green and one is red, so I am told, but cool um keep on doing your notification app tests and having your SES do it it'll be the end of the month before you know it, and we want to get those all in a good place, um but yeah, um because we're testing adding the emergency form to the sandbox. There is now a form that the SES can use in the sandbox to file emergencies.

A

Just remember that the same box is kind of weird does expect that you have created your support portal account before you just submit a ticket.

A

That's solely the support portal or the sandbox Global. Does it the the actual Productions? Don't do that, but that was a semi-security thing to prevent customers from trying to use the sandbox to get help, because that's the wrong place to do that. They're! Never going to get out cool um I tried to outline some upcoming changes that are kind of cued to kind of help out um on the 10th, we're going to be modifying the l, r form and l r troubleshooting field on both Global and federal.

A

So the issues there are linked on the 20 seconds, we're going to change the theme a bit just to have it make sure when it gives the message about supported versions. It says 14 15 16 instead of 13 14 15, which it says now. That's because version 16 comes out on the 22nd yay and on the 24th there is a somewhat complex form and macro combination set up for uh that Mike and Lyle have requested, involving customer calls.

A

It will be set up on global if you haven't reviewed that give it a look. um It's it's a weird setup that we kind of came up with any questions on those upcoming changes.

C

Yeah I have a question regarding the contact. Sync uh that can't think um I um I wanted to know that how helpful this would be like what is actually the BDS like behind the scenes or behind you know the story of that that why are we doing this.

A

The contact sync itself or the bad news.

C

The context thing itself.

A

Customers, the ability to manage their contacts in a way.

C

A

Require filing a ticket waiting on us, so that's why the contact sync exists.

C

A

Kind of the best system we could kind of set up at the current point in time.

C

And um like in case, if a thing fails, um for example, there is a situation when a customer updates and incorrect context or their Mrs are not properly but like whatever the reason the Mr has failed and they are expecting us that this user should have a ticket that has actually happened in past, and it has a little bit of bad experience on the customer side.

C

um You wanted to know about this, that how are we going to figure it out? Our badges are going to help us with that.

A

So the badge will help the customer in that they'll be able to see a badge on the project that says, if the sync, if it failed or succeeded.

A

Obviously, if the logic in the script is calculating that that means it could also in an iteration determine if we need to have it just file a ticket for them or post in our channel to say, hey this project had encountered a sync failure um right now, you would notice, because you get the email of the pipeline failed and you can go look at the pipeline and see what happens yeah, um but with the iteration of the script, calculating if it succeeded or failed and adding a badge it off.

A

That gives us the room to iterate of okay. So we have it knowing when it failed. What do.

B

C

A

Do based on that failure file a ticket just post in the channel, send an email right.

C

A

Me at two in the morning, I don't know like.

C

A

That iteration ability of it's figured out. Okay, it has failed. So the question now is: what do we do about that? Do we do nothing? Do we file a ticket? Do we talk? Do we Post in the Ops channel? Do we Post in the audits Channel? What exactly do we as a team, feel it would be the best customer experience in the case of a sync failure?

A

B

A

That up for our discussion, so I'll have like a support: team, meta and I'll ping. You all and we'll have a discussion of what's the best customer experience for that situation,.

C

A

We fix it silently is it to fail and we open a ticket and have a discussion of hey. So here's why it failed, let's uh figure out how to prevent that moving forward, et cetera, et cetera. So there's a lot of room to figure out how we want to kind of do that.

C

A

The badge is just kind of the first step of some users have said. I really wish. I knew how to know if this succeeded or failed well now, there's a batch.

A

It's not like the best way in the world, but it's a bad.

C

Chance it's something yeah, it's something I got it.

A

Cool uh any other questions on upcoming changes or the badge stuff.

A

Cool um we're working on implementing emergencies via form for Global U.S federal has had it for a while Global wants to go ahead and push forward, and do that. I've made an issue in the support Ops project to track the many issues that's been from that because, obviously it's not just a form edit there's triggers there's theme, there's all kinds of other stuff working on that don't have a set implementation date.

A

Sometimes this quarter is the plan, but we want to take it kind of slow test, make sure we're in a good place, announce far in advance figure out how we want to communicate the change et cetera, et cetera, so not a whole lot of information on that other than in theory, I've got it set up in the sandbox and the sandbox won't actually page anybody. It just posts.

A

An internal note, saying I would have paid somebody, but this is the sandbox that was done because last round of testing it got really annoying really fast so, but on production it would actually pay somebody that it's a difference in which Target we're using for the web hook.

A

Cool um I've listed some of the upcoming PTO for the month of May. If I've missed you, please feel free to add it on there I'll try to update it next week, minus the days that have already gone. You don't need to know that I was off on the 12th on the you know, whatever that is 16th seven days from now, yeah 16th, so just some stuff to keep in mind.

A

I am seeing that it looks like three of us are going to be off on the 29th, which is Memorial Day in the US, so I'm probably going to discuss with Lyle of do you uh do we need to make some plans for that or whatever whatever? So it's uh it's a situation we've encountered before, especially around like the holidays like Christmas and stuff, like that, where many of us are off what should we do about that so I'm going to discuss that in depth with Lyle to figure out?

A

Should we set up a page of Duty system where there's an emergency we need paid? If we need Ops, let's do a pager, Duty thing, et cetera, et cetera, so we'll figure it out, but I. It's not the first time, I've noticed several of us they're off on the same day, I think last week we encountered that were everybody, but me was off on one day, so it obviously begs the question of how should we handle those situations? Do we need to handle those situations with a 24-hour SLA tickets?

A

We kind of don't, but the tickets we handle often are what enable customers to file tickets. So maybe.

B

A

B

A

Yep I'll I'll be discussing the cloud and kind of figuring out how we want to tackle that.

C

um I'm not sure yet because I'm waiting for a Visa, but as soon as I'll get my Visa I'm, probably traveling to Turkey, um but it depends on my Visa, unfortunately I'm from third world country. So that's why I I cannot say anything until I get. You know. I have my tentative days in front of me and everything is there. So um a chance is that it's going to be the last week of May, that's 29 22 7 June.

C

That makes it the highest probability, but um yeah I will update it as soon as I get my visual all.

A

A

um Yeah anybody else questions comments, concerns things you want to discuss random food reviews from the previous night.

C

All right, cool.

A

C

Can stop recording for that and what? What? What are you talking about? What what food, what food.

A

It was a joke, it's a joke.

C

A

Something in U.S that, for whatever reason, I don't know, why is popular on Instagram and stuff like that is taking pictures of your food and then being like it was really good.

A

C

Happening for the last five years.

A

C

A

Not everybody I, don't pretend to understand it and I see food I I care more about how it tastes and how it looks, but hey whatever yeah. You want to spray your hamburger with water to make it look like it's glistening and hot go for it, go for it.

B

I just want a plate, we went out somewhere the other day and they served like I didn't get a plate.

B

A

B

And it was juicy, so it was just like all over the I just want a plate. It's a plate.

A

Fun stuff down all right, cool, well, I will.

B

Enter the video yeah I'll.

A

uh I'll, let all of y'all have the rest of your day back whatever that is 18 minutes or, however I don't want to do that, but cool thanks for attending keep up the great work and I'll see y'all in slacking in the queues.

C

Sure bye, bye, bye.