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From YouTube: Support Ops Sync - 2022-09-06
Description
Support Ops Sync - 2022-09-06
A
So
the
first
thing
I
want
to
kind
of
do
is
show
how
to
create
a
slack
workflow,
namely
the
one
for
adding
the
l,
r
Emoji
stuff
I.
Think
Rebecca
asked
if
we
could
put
it
in
a
different
channel.
The
deal
wasn't
sure
how
to
do
it
so
I
wanted
to
kind
of
show
how
I
did
that
show
how
the
sausage
was
made.
So
let
me
go
ahead
and
share
my
screen
and
show
you
how
that's
done.
A
I'm
not
breaking
all
right,
so
you
should
see
the
Jay
Collier
test,
two
channel,
one
slack
correct
all
right
cool.
So
to
start
you'll
go
up
here
to
where
the
channel
name
is.
This
works
on
any
channel.
I
just
picked
this
one
because
it
has
nothing
in
it.
You'll
click
this
to
go
to
Integrations
and
add
workflow.
A
It
will
then
pick
up
open
this
slack
workflow
Builder
box
copying
this
internal
request
one.
So
what
I'm
going
to
do?
First
is
copy
the
messaging
just
because
I
don't
want
to
have
to
try
to
format
and
type
it
again.
So
we'll
click
create
we're
going
to
call
this
internal
requests.com
I'll,
rename
it
later
to
actually
use
the
correct
channel.
So
we
are
going
to
do
an
emoji
reaction.
A
A
Channel
person,
that's
a
message:
there
is
paste
our
messaging
we're
going
to
use
there,
delete
that
extra
new
line.
We
don't
need
to
add
variables
or
anything,
we're
not
using
that.
We
quickly
look
at
this
and
make
sure
that
looks
like
what
we
want.
That
looks
correct,
I'll,
we'll
update
the
actual
picture
used
in
a
bit.
A
So
then
we're
going
to
add
a
step.
We
want
to
add
a
spreadsheet
row
because
we
want
to
track
these
I'm
going
to
type
the
name
of
it.
I
know
this
is
emoji
usage.
The
sheet
we're
using
in
particular
is
l
r
for
timestamp.
We
want
to
add
time
when
workflow
started,
we're
going
to
add
a
column
for
user,
we're
going
to
person.
You
send
a
Reginald
message.
A
We
want
to
use
the
email
instead
of
the
name
and
we
will
save
it
so
that,
with
that
you
can
publish
it
I'm
going
to
go
ahead
and
quickly
edit.
The
settings
here
actually
I'll
do
that
off
camera
but
yeah
to
edit
the
Emoji
stuff.
You
just
go
ahead
or
the
icon.
You
just
go
to
settings
edit,
the
icon,
that's
going
to
open
my
file,
viewer
and
I.
Don't
want
everybody
seeing
my
files.
A
So
it
will
stop
the
screen
share,
but
that's
basically
all
there
really
is
doing
it.
Obviously,
what
you
do
in
the
actual
workflow
can
get
complicated.
It
can
be
simple,
it's
really
difficult
to
say
just
offhand
what
you're
doing
without
knowing
the
task
this
particular
one
adding
an
emoji
reaction.
A
B
A
A
A
To
have
these
like
inner
repo
or
was
it
kind
of
controlled
that
way
and
you
could
build
like
we
could
build
like
slackbot.
That
has
a
watcher
that
watches
for
that
exact
event,
which
is
kind
of
what
a
slack
workflow
is
doing
and
then
have
that
run.
You
know,
have
it
like
deployed
via
the
cicd
and
have
it
in
that
way,
but
that's
gonna
have
a
resource
cost.
That's
going
to
be.
You
know
a
lot
more
complicated
than
just
using
what's
already
built
into
Slack.
A
A
B
B
A
I
can
tell
you
I'm
not
sure
what
it
does
since
the
file
name
is
slack
or
dot
slack
workflow,
oh
yeah!
No,
it's
just
a
giant
Json
file
with
all
the
stuff
in
it.
Why
would
you
give
it
a?
It
should
have
a
DOT
Json
workflow
extension,
not
a
DOT,
slack
workflow,
but
I'm
guessing
with
API
access.
You
could
use
this
to
install
to
create
one
I'm
guessing
on
that,
but
yeah.
It
looks
like
a
Json
file,
so
we
could
in
theory
at
least
get
them
into
a
repo
I.
A
A
B
Well
but
I
mean
knowing
that
that
exists
and
knowing
that
we
can
put
them
in
a
repo.
We
could
certainly
petition
itops
to
create
a
project
that
pulls
in
other
projects,
and
so
we
don't
have
direct
access,
but
they
have
some
sort
of
slack
automation,
thing
that
pulls
in
all
the
workflows
from
our
project
but
puts
in
the
API.
A
Yeah,
let
me
look
into
it
because
I
looking
at
this
Json,
there
is
no
way
you're
going
to
be
able
to
build
this
manually,
like
just
by
typing
out
the
pure
Json
of
it,
but
something
that
would
grab
Json
files
and
sync
them
should
be
good.
Just
in
case
something
goes
down
in
slack,
we
at
least
have
them
for
importing,
even
if
we
don't
want
to
do
it
for
create
necessarily
yeah.
So.
A
With
with,
like
the
note
of
no,
we
will
not
convert
these
to
ammo
they're,
not
really
meant
to
be
human
readable
at
that
point,
there's
kind
of
a
versioned,
controlled
storage
of
them,
we'll
kind
of
do
that
and
then
write,
maybe
some
process
stuff
in
the
handbook
and
Link
it
to
you.
While
for
us
to
go
over
of
like
if
you
have
to
build
a
workflow
here
or
edit,
a
workflow
here's
what
you
should
be
doing,
which
would
be
like
edit,
it
download
file,
update
the
repo
et
cetera,
et
cetera,.
C
B
Not
the
question
you
have
to
answer,
but
the
question
worth
answering
would
be
like:
if
you
change
the
name
of
the
workflow,
when
you
import
it,
can
you
change
like
say
you
wanted
to
it's
I'm
thinking
of
like
a
fork
and
merge
kind
of
workflow
where,
like
I,
want
to
test
I
want
to
start
with
something?
That's
already
there
I
want
to
add
a
couple
of
steps,
but
I
don't
want
to
do
it
on
a
live.
Workflow
can
I
like
Fork.
The
workflow.
Do
my
own
thing
in
my
own
channel
test.
A
The
problem
there
is
like
the
source,
ID
and
all
that's
going
to
be
different
when
you
made
it
on
a
different
everything,
but
in
theory
you
could
look
at
the
like
actual
Json
parts
that
control
the
actual
steps
and
all
that
and
say:
okay.
This
is
what
I'm,
copying
and
I
think
that
should
be
the
same.
A
A
All
right,
so
next
item
would
be
I
know.
I
had
said,
I'd
try
to
get
the
responsibilities
things
done
by
Friday,
which
was
a
weird
thing
for
me
to
say:
having
taken
Friday
off
foreign,
but
I
got
delayed
on
them.
I
got
them
just
about
balanced
and
added
one
added
like
the
one
new
thing,
and
it
immediately
skewed
my
results.
A
So
I
should
have
those
done
by
you
know
end
of
this
week
and
the
next
sync
will
kind
of
go
over
the
tasks
for
the
responsible
parties
to
go,
update
their
issue
templates
and
all
that
fun
stuff,
not
nothing
too
difficult
to
do,
but
I've
set
a
lot
of
those
up.
So
it's
good
for
you
to
kind
of
get
some
hands-on
experience
using
the
gitlab
side
of
default
issue
default,
Mr
templates
and
all
that
fun
stuff,
because
most
of
them
are
using
that
some
of
them
are
using
actual
like
dot.
A
Gitlab
issue
templates,
but
those
are
pretty
rare
and
trying
to
deprecate
those
more
and
more
just
because
they
want
the
default
one
to
be
used.
That
makes
more
sense
than
having
templates
for
50
000
items
for
most
projects.
Obviously
like
support.
Ops
project
will
always
have
issue
templates
because
it's
a
catch-all
and
that's
what
they're
there
for
stuff
like
triggers,
really
doesn't
need
to
issue
templates.
It
just
needs
one
default
issue,
but
I
should
have
those
done
by
end
of
week
and
then
next
sync
will
kind
of
go
over.
A
I'll
show
you
like
doing
it
for
ones
that
I'm
responsible
for
and
then
kind
of.
Have
you
all
go
I'll
make
a
project
on
an
issue
and
have
you
all
kind
of
go.
Do
that
for
all
the
ones
you're
in
charge
of
Dan?
Most
of
your
responsibilities
really
won't
be
changing
because
Federal
is
kind
of
limited
to
you
and
me
anyway.
I
might
just
shift
you
to
primary
when
I
was
primary
before,
but
I'll
work
all
that
out.
A
I've
got
no
updates,
so
I'm
gonna
be
metaphorically
banging
down
some
doors
of
yes.
No
do
I
have
to
find
some
new
people
what's
going
on,
but
in
theory
we
want
to
have
some
beta
testers.
Some.
You
know
customers
beta
test
this
process.
Before
we
kind
of
just
go
live
with
it.
There
could
be
little
kinks
we
gotta
work
out
could
be
that
they
don't
like
the
ammo
format
could
be
they
want.
Json
format
could
be
they
want.
Csv
format
could
be.
A
A
A
Obviously,
with
the
beta
test.
We
wouldn't
be
doing
it
like
that
automatically
we
will
manually
do
it,
but
that's
kind
of
the
core
concept
I'm
hoping
for
is
to
have
a
sync
script,
handle
creating
these
projects
or
whatever
I've
worked
with
several
of
the
key
people
who
work
with
Salesforce
to
kind
of
help
me
figure
out.
What's
the
best
way
to
determine
the
sold
II,
we
think
we
found
a
solid
way.
A
We
found
about
3
000
accounts
in
Salesforce
that
don't
have
that
value
which
considering
there's
about
50
000
of
them
Plus
in
Salesforce.
That's
that's
a
pretty
good
margin
for
those
that
don't
have
that
they'll
need
to
like
file
a
ticket,
but
we're
still
kind
of
working
out
all
that
process,
but
theoretically
they'll
need
to
file
a
ticket.
A
There
will
be
like
an
app
in
zendesk
that
we
can
insert
the
email
to
use,
and
then
click
generate
and
it'll
grab
info
from
the
org
and
do
it
that
way
so
worst
case
scenario,
I'm,
hoping
that
the
most
Bots
will
have
to
do
is
use
that
app
to
insert
the
to
put
an
email
in
the
field
and
click
a
button
that
says
create
best
case
scenario.
It's
100
automated.
We
don't
have
to
do
any
of
that.
A
A
Some
APAC
did
it
this
way
immediately.
Did
it
this
way
merited
it
this
way,
which
is
not
ideal.
We
should
all
be
kind
of
following
the
same
general
format
and
tweaking
as
needed,
whereas
because
various
regions
just
set
it
up
themselves,
they
all
did
it
a
different
way,
they're
all
using
different
time
zones
completely
like
as
an
example,
the
cmox
shadow
is
using
Edinburgh
for
the
time
zone.
A
A
It's
probably
some
edits.
We
need
to
make
some
of
the
issue
templates.
There's
a
lot
of
confusion
of
I
wanted
this
person
removed
in
October,
October,
1st,
okay
after
we
moved
them.
October
1st,
well,
I
meant
when
they're
done
with
their
rotation
in
October
and
I'm,
like
that,
that's
two
different
asks.
A
A
A
A
A
A
Passed
Congress
so
now
it's
up
to
Senate,
but
it's
been
pigeonholed
which,
if
you're
not
familiar
with
the
American
government
system,
is
a
fancy
name
for
it's
been
put
on
a
backlog,
it's
not
dead.
It's
just
cute
and
the
pigeon
holding
system
works
on
a
the
most
recent
thing.
Pigeonhold
is
what
gets
picked
up
in
the
queue
so
yeah?
No,
not
not
always
great,
but
I,
always
have
high
hopes
that
eventually
every
country
will
get
to
the
point
of
daylight.
Savings
is
dumb,
get
rid
of
it.