GitLab Support Operations, 11 Oct 2021

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From YouTube: Support Ops - Change Management - Part 2

Description

Jason Colyer, Support Operations Manager at GitLab, takes us through the repo and pre-implementation announcement stages of the Support Ops change management process.

For more details about the Support Ops change management process for Zendesk Views, please see https://about.gitlab.com/handbook/support/support-ops/training/views.html#change-management

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Greetings all it's jason, collier support operations manager and today we're going to go over working zendesk views issue is that I believe 35 yeah 35 and uh today we're going to be going through the change management. uh This is part two of the process, so today we're going to be hitting the repo stage and the pre-implementation stage.

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So let me go ahead and get started with that. Let me share.

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All right, so uh first thing we need to do is go ahead and pull up the view in zendesk. So let's go to fuse and we're working with the view. In our last stage we created the sandbox, we tested it and we talked to. uh We had greg with request to review it, so we can click. The view needs collaboration here. We can kind of see everything that we need to see. However, because this is a brand new view, we don't have it in the actual zendesk itself.

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So let me go into the admin we're going to go to fuse.

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What we're going to go ahead and do is add a new view temporarily.

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And down here we will link we'll just say 35, because it's just a placeholder, uh we're just gonna, add condition brand is not get lab, we can preview and see okay, so we got right here must have at least a condition of assigning group requests for status, so we'll do uh status.

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uh Is not closed? Preview no tickets match. That's fine! Don't care about any of this! We're literally just treating the view to have it in place, so we have a view id. So, let's go down to our new view. Here's temp new view we'll go ahead and deactivate that.

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Wait for zendesk to deactivate it go to inactive, find our there's our temp new view we'll go ahead and click it real quick just so we can grab this id number from the url all right. So going back to here we're going to go ahead and go to the zendesk views. Repo web ide.

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Go to views and active and we're going to create a new file, and this is called needs. Collaboration so needs collaboration, dot, gammel cool. So now we basically need to start building all this. So what I normally do is just go to a different view. Grab this information here and just start clearing some of this out.

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Get rid of all of these conditions for right now. This we're basically just clearing everything out.

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Columns I'll go ahead and just clear out same fields, all right cool, so we now have a blank one. um We know our id number so we can paste that there. But if we go to our views and actually edit this.

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uh If we get rid of agent new api v2 and get rid of admin, what we can actually do is get this json object here. So this json object will kind of help us with our generation. Here um there's a couple different ways: you can kind of tackle doing this. You could uh go into your route. You know into your console and just echo this entire thing and then do jq. So you have a nice clean formatted way to do this.

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uh That's you know kind of one method you can do for this or you can just read it this way if you're comfortable reading it that way, it's it's really up to you, but the key here is just to have those values. So we kind of know what we need to do so position wise. We can look at our other object and see the position was 50 in the sandbox. uh What we'll need to do is just confirm.

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That's the right position, so we could do here is to confirm that go to here go back, you can reactivate the temp, you put it in the right place and then kind of go from there.

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So what we could do is go to inactive temp view and activate it back to inactive or go back to active, sorry and select position, and we want it below the free user's view.

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So it's not above so right there.

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And we can we can real quick, like go here once again: api e2 locate the position see it's position, 24., that's what we're ultimately going to need is position 24 and we can go back here and check that say deactivate just to get it out of the way.

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So we know it's going to be position 24. We know that we're going to have it active. The title is going to be needs collaboration, so I'll grab that json the description is going to be their quest. Link encapsulate that all right, so uh we'll go ahead and start with conditions. um You've got some conditions so.

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Fields is current tags spell, the operator is includes and the value is needs collaboration, and I don't want to type of that. So I'm just going to copy it. We also have one that's field status operator.

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We don't have any any conditions, so we can leave it like that. So next we're going to go to the execution so group by we're grouping it by status. The group order is ascending. We're sorting by sla next breach sort order is also uh this one is descending for the group. Once again, it's status, it's the id.

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The title is status and the order is ascending.

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Okay, so can look and see that their sort's going to be kind of the same thing so I'll copy this quicker.

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Luckily, when you're doing system views like this id is the name of it when you're doing custom fields, you'll see that you have to kind of put the custom fields in there all right so for columns.

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That id is sla text reach.

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What I'm actually going to do to make this a little quicker, is just copy all of this from json and then just format. So.

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Me personally, I like using um atom to do this, just because it's a little easier to mask. You know edit multiple lines like this, but it's fine to do it in the web ide. If that's, your preference really depends on how you tackle it.

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All right- and we can get rid of all these commas- we don't need those.

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And now we've got exactly the columns we need. um Usually your fields are going to look the exact same so just copy those paste them there and everything will look just fine. We don't use any custom fields, we've already set our conditions.

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So the only thing we really need to set is the restrictions, and this is restricted to the support groups. So the the easiest way to kind of go about. This is honestly to grab one that already is being used for that. So like needs, org frt and just go grab the restrictions there and there we go so what we've got now is what we need to have what it will look like, but you can see how we've edited this position.

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So there's a good chance that when this goes live, some of these other ones will have bad positioning. We might have to fix that you could go into your repo and actually do like you know a compare like so you could. You know uh real, quick. Let me clear out my screens I'll share my terminal. That way we can kind of see what's going on here.

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Share my whole desktop that way, we're showing everything we need.

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So I could go into my repo here.

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You'll see how most of these are suddenly updating. That's because we've changed positioning and that's kind of something to expect.

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So uh what you would traditionally want to do here is actually figure out all the position, changes and put them into the mr uh just for sake of brevity in the video. I'm not gonna do that, but I will add it later into the mr.

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So this should be good enough for our starting point and adding.

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Collaboration view as per use, 35 and then I'll commit that so you can see it's got that there. We want to make sure that we mention the needs collaboration view. So, let's copy that and what we'll do is.

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It should just be able to actually closes 35.

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All right and uh traditionally it's been assigned to those who are charged with I'm gonna, assign it to myself since I'm working this uh make sure we're squashing confirm this will create it in draft mode, which is what we want, because we need to get this reviewed first.

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As of right. Now it's been about 10 minutes, so I'll go back to you know this view here and I'll start this issue here and I'll say that I've spent 10 minutes. Add that in there, so there you go it's there, I'm gonna add the label, support ops, doing add a note until and see. We would need to pick an implementation date. In this case we picked this friday, um which is uh based on the due date. The 15th robotic date so do not merge 21 15, as per 35.,.

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Okay, so uh traditionally I would then ping support up. So you know add support at support. Ops, sorry, paying support ops. Please review changes here.

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Looks good please.

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And I would post that comment, I'm not going to right now slowly because, as I said, I need to update the other positions that are going to also update with this so I'll hold off on that comment, but once we've done that we now need to announce it so uh to announce it. Let me go ahead and uh share my slack here, which means I need to minimize a bunch of stuff, so we don't show anybody's information.

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All right that all right cool so stop my share, and I will now share my screen and I want to share my slack all right. So now we need to post our pre-implementation announcements. So to do this, we're going to go into the support, ops, announcements and click. The lightning bolt down here in the bottom left we're going to click, support objects, announcement and this nice little form is going to come up so who's this impact. Well, this is only impacting support team.

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What's changing so uh what we're going to want to do here is we are adding a new view, called collaboration.

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And I clearly cannot spell collaboration, which is sad. The collaboration ticket.

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Tag tickets will then show.

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When's, this change occurring so 2021 10, 15.

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um And we'll say.

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Why is this changing so uh definitely going to want to grab the actual issue? The request link make sure I get it there and I can kind of look at the request issue and get a general sense of why it's changing.

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If the request link itself doesn't actually say, you know the, why that's why we got the support team meta, uh so we can kind of look and see. Why is this a problem? Greg's got that you used a template to help with the formatting, which is great.

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So uh what I can basically do here is kind of grab the important things.

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It's like kind of put stuff in here.

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And I'm just going to kind of grab what I think are the three big ones.

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And I just put those in there: I'm grabbing the three big ones, that'll kind of help us out here I'll get rid of the block. Folks, I'm pretty sure the whole thing's gonna get put in it um anything else to post for this. In this case, no there's nothing else. We need to worry about and then we're gonna click submit. Now this will create our post yeah see. I was right, it's gonna put it in a blog book for me, so good thing I didn't do that. It will link back to this now from here.

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I'm going to want to copy the link to the post by right, clicking copy link paste here and see that it's present and then from there I'm going to go cross post this in relevant channels.

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Generally speaking, support the support team chat, support managers and the support ops channels, and then I'm going to take this entire post and put it in the support week review doc in the support, ops corner section, and there will be my announcement now uh from there. I will want to go back to my issues. Let me stop my share and go back to my browser.

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And I want to go back to the needs collaboration view at the bottom here. This is actually the support meta. So that's not the one I wanted there. We go all right and at the bottom here spend- and it took me about we'll, say five minutes to get the post there.

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Pre-Implement implementation.

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Managers, I'm actually probably spelling support, yeah support, underscore team chat and, of course, we're going to make sure that we post it in support operations and then I'm going to add that I've hosted a swirl. I haven't done any of that yet so I'm going to have I'm not going to comment yet until I've done all that, but that'll be what we do for that stage and that's really all there is to the repo stage and the pre-implementation announcement stage.

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Now there will be the final stages which we actually merging thing put in production and then the post implementation announcements so I'll make a video for that when we get to those stages as well. I hope you found this educational. I look forward to seeing you in future videos.