GitLab Support Operations, 29 Nov 2022

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From YouTube: Support Ops Sync - 2022-11-29

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Support Ops Sync - 2022-11-29

A

Hey y'all, it is the 29th of November, possibly wherever you're at oh, and this is the support off sync. So uh just the first thing to kind of be aware of, I've made an issue about our plan to deprecate the needs org process as a whole, um the whole ticket Association stuff. At the start of fiscal year 23, um you can read the issue to get more details, but the shorthand is, if they're, not associated they're, just going to get a rejection and be told this is the process to follow, to get Associated properly.

A

It'll, remove a lot of work from support, a lot of ambiguity and reduce a lot of questions that we get in support, Ops Channel, um the other thing that I created before I went on vacation and then just vanished after I did it was I created our system criticality page um the this is basically a page kind of matching what engineering is doing for their system criticality, uh but it's defining the data scope, um meaning it has safe data.

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It may have say it has non-public non-safe data and then it's public not safe data um and then the criticality tier and then who is maintaining it.

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um The criticality tiers I inherited directly from engineering Mission, critical business, critical business, operational administrative.

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um You can kind of look through to see where we got all that information from, um but essentially what this kind of means for us moving forward is anything with red or safe data should be Ops maintained. It shouldn't be maintained by support or other, unless it's just not our system, and if it wasn't our system, it wouldn't be on this page anyway.

A

So um I'm sure you can notice. Looking at this. There are a couple areas that are using red, safe data and they need to be moved. So that's something in the future. We're going to be working towards um I have exclamation points showing things that are just not maintained by anyone.

A

um The two that came across there was support uploader and gitlab RP sanitizer um I'm shocked the RV sanitizer is still in use. I wrote that, like four years ago, when I was in se but hey whatever, uh but those are things we obviously need to fix, especially uploader, which is red level like you know, save data maintained by no one that that's not good.

A

That's that's, actually, a pretty bad problem so um be on the lookout for us resolving that, um but obviously, as we go, we want to make sure we add new things to this and keep them updated and ensure we are kind of aligning with the logic of uh Red Data scoped data should be managed by the op maintained by the operations team and anything that is yellow should be maintained by either of the operations or the support team.

A

So uh yeah. This will kind of be our just our look at at a glance of what we're going to be using this stuff. For, um obviously there are some spots we can see there that need to be fixed. So that is something that those are issues we're going to be creating to fix that. But the fix looks like don't know right now, that'll kind of be determined by the issue and what we want to do for that.

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But um any general questions about the criticality stuff I know that's like brand new and can be confusing.

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It goes into effect next fiscal year or like immediately it's in effect immediately. It always was in effect. We just didn't Define it. It is now defined on a web. You know on the handbook page, okay, thank you.

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And um if you notice stuff missing from there feel free to create an MR and add it in there, if you're, not sure what data scope or who's, maintaining it or any of that fun stuff feel free to hit me up. I will help. You figure that out all that out.

A

Cool, so um it's not really a whole lot of other updates. We're approaching the holidays. Our code freeze starts in December, that's basically where we will not be making any major changes to the system in that time period. um So obviously the needs org stuff, that's fiscal year, 23, because we're not doing that in December um too many people on holiday too hard to communicate changes, no one likes going on vacation and coming back and just everything's different.

A

So we don't do that for December, but we do for the other months because we are slightly evil, but no it's mostly just um too many people on vacation too many people on holidays. It is very difficult to communicate changes while everyone is out on various days, things get missed and uh major changes that impact workflow are things you don't want to miss.

A

So if you don't make any major changes during December, that's something we've done since the beginning of the operations team's founding and we will continue doing it until you know it's no longer something we want to do cool um and I posted in slack a some pictures from my vacation, not a lot because I'm, not a picture person but I had several people ask I did complete the Pokedex. It is done.

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10 days is how much it took me exactly to get it completely done so kudos to the Pokemon company. The last game took me: five.

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I guess that's good: they made it a little more challenging they gated some things post game, so I had to beat both games to complete the Pokedex.

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Cool um I've got upcoming, PTO listed there, I'm not going to read it out for the sake of privacy and all that fun stuff.

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um If you haven't make sure you put in your PTO stuff and PTO by roots for the holidays, um mostly just so I can see if there are huge coverage problems. Generally speaking, we don't need somebody working every single day necessarily, but we don't want the entire team to all be out for a week. Bad things could happen there good.

A

Could anybody else's questions comments concerns things you want to talk about nope? Well, then I will let you all have, however, much time that is 22 minutes back of your day. Thank you. All for coming and I will see you all in the cubes bye.