GitLab Support Operations, 7 Oct 2021

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From YouTube: Support Ops - Change Management - Part 1

Description

Jason Colyer, Support Operations Manager at GitLab, takes us through the request and testing 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

A

Greetings all my name is jason carter support operations manager. Here today we are going to go over uh like a practical use of our change management process and we're going to do it through a request. That's actually come in, so that we can see it kind of live in action.

A

So uh let me share my screen and we'll kind of get started with this all right. So uh here's the request. It is a view, change request. In this case it is creating a view and the basic request here is that they want a needs. Collaboration view uh greg kind of gave us some definitions on this.

A

um So what we're going to want to do is a starting point is just kind of review. The issue make sure there's no potential issues with this include any and all with needs. Collaboration labels sorted by nrt, breach, that'll, be sla, breach, capture tickets, where the assignee requested help by adding label um yes, so that makes sense to me.

A

I do see that, like one issue I see is, this is gonna show every pending ticket, but that seems to kind of be. The idea is that it would show even when pending so um we'll, go ahead and just kind of go with what is shown. What you know kind of has been requested here and we'll go from there. So, let's open up our sandbox, because that's where we'll start all our change management, stuff.

A

Log in like I should have before I started, recording.

A

All right cool, so what we'll go ahead and do is: let's create this view in the sandbox, we're gonna add a.

A

View it's collaboration. What we're going to do here is grab the issue link for our description. Just so it's there um see he didn't specify who exactly should be seeing this I feel like this is probably just a support, specific thing. So let's actually do the groups we'll do amer, apac and emea, so one of the conditions here is the tags contains. At least one of the following is collaboration.

A

We were looking at status being less than solved and yeah. That was pretty much all we need for conditions. um If we preview, we got no matches just there's no tickets with that label right now, which makes sense all right so column wise. I always clear out the columns that are there, because it's kind of annoying and the columns he had indicated was sla breach priority subject. So next sla breach priority.

A

Subject, it also looks like he wanted a signee requester organization.

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Signee requester.

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Organization and the last one, which I can't quite remember, was right requesting all right, so requests helps. If I spell a request right, which apparently I can't there we go uh he's wanting it sorted by script by status. um That's fine when there's not a lot of tickets, but when there is a lot of tickets in this view, potentially it's going to be uh problematic.

A

It says ascending, which means it'll put new first and then on hold last, since uh you know we're not showing closed or solved and then border by next sla breach, which makes sense- and I believe we want that s and a you know descending. I always get those mixed up all right, so go ahead and save this.

A

um He didn't really specify where this would be positioning wise, but that's fine! um If I go over here, I can't see it, but we don't have any tickets. So it's kind of a useless metric right now. So let's go ahead and uh create a met. Let's create a tickets!

A

Actually I can just grab one of our existing tickets. So here's one for who stole my cheese.

A

And we're just gonna go ahead and add the needs collaboration tip tag. So if we go back to our view, we should see it now cool now, because we're showing multiple statuses, we should grab a couple different ones. So, let's uh guessing I don't have any no I'm guessing. I don't have any actual like new ones, so we'll have to end up making bats. But let's.

A

Let's just make a couple tickets, so tickets.

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And I'm going to leave a lot of this blank like I shouldn't, but that's fine, we're just testing here.

A

Okay, so let's go ahead and add another ticket we'll make this one set to pending. We'll also use gold test, so handover view test pending.

A

And you know I bet none of that's going to work. If I don't have, that means collaboration.

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There, it is, it's collaboration.

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There we go, there's the new ticket, let's go, make sure we add it there as well.

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Okay, so we've got a couple: different tickets: let's go back here and make sure all three are showing cool and we can see our new open pending. uh Let's go ahead and make one for on hold just to test that as well.

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This time we'll add the correct tag at the beginning.

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Put that on hold.

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And for sake of testing, let's also go ahead and make one that's solved, but this shouldn't show, but that's kind of what we're testing here.

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And solved okay, so we now have tickets for each of the states. Many minus closed all right. So if I look I'm not seeing the solve ticket, that's good! That's what we expect!

A

um We see that it's showing regardless of assignee, because the on hold got assigned to me. So it looks like we're in a pretty good testing place. Obviously, none of the slas are showing because I created the ticket, so an agent has replied on all of these, uh but this looks like a good place um as a good test to do here. Let's go ahead and go to my profile, real, quick, I'm actually going to make my defaults a mirror. Let's get rid of two of these groups, real quick!

A

I'm doing that. So I can see what this looks like to an sc, okay, so to an essie and no pods or any of that stuff. This is kind of what they've seen they would see.

A

um I believe, let's see here.

A

So I know greg's got an mr tied to this for the actual workflow.

A

All right cool, so here's, the workflow and the reason I want to look at this real quick- is just to see how the needs collaboration needs his art needs. It needs collaboration, view the handover whatever how it um how it correlates to the actual workflows. So, let's go down here.

A

That uh actually helped just to see exactly what greg has changed here, because the mermaid chart may not be updated. It is not okay, so review the needs, collaborations and sq.

A

Okay, so it doesn't look like this is like a core core part of their workflow. So it's okay for the view to be towards the bottom there.

A

The problem is: if this is always supposed to show, we want to make sure that it is in a position so that it will always show and um like with this situation. If I was in a bunch of pods, this view would be pushed all the way to the bottom. We wouldn't see it, so it's not quite what we would want.

A

So what we're going to do here is reorder the page let's go to this needs collaboration, and what I'm going to do is just move it above all the pod ones right below free users, since these will always show to somebody and save.

A

Let's go back here and refresh.

A

Okay, so it's still in the same place, let's make sure it works for managers. Ops will put me back in the default ops group. That way we can make sure this looks right for other teams as well right. So that looks right for the other teams as well. It will always be showing um obviously, if you're, not in the america or apac support group, you won't see it, but this looks correct based on the parameters that we've been given.

A

So what I'm going to go ahead and do now is let's grab that view link that way we can easily access that in the future, go back here to the actual thing you created a sandbox.

A

Okay and what we're going to do is.

A

Grab a screenshot of this.

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To show what it looks like.

A

Okay and real quick do a preview, make sure it's looking right: cool, okay, so I've detailed the link to the view and I've shown a screenshot of it, but I need to detail the testing I've done. So you make this comment.

A

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A

I'm going to copy this, because this is basically the criteria for all our testing.

A

Pending created, open.

A

Here this is creating a solved ticket.

A

I said results here, but perspective results is what I actually have to say.

A

So put that there just some nice details.

A

And I'm going to do status pass you can use whatever wording. You want to indicate that past all right and then we want to be super thorough. So let's grab each of these ticket links just so we can link directly to them in the issue, so new tickets link to that one go back here: let's grab the on: let's grab the open tickets, we'll link to that.

A

Let's one that pending ticket link to that as well.

A

And finally, well, finally, we gotta go find that solve ticket.

A

Hold one that and then the easiest way to find that solved ticket just go to the user and click it there we go. I call all these over for some reason and I don't know why I did that it's bad naming, so I will fix that. Second.

A

That's right so I'll go ahead and mark these off.

A

And let's go ahead and edit these two.

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Needs collaboration.

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I'm gonna rename this ticket anyway.

A

And there we go all fixed up now they reflect the correct name. So once again, let's take a screenshot. Now they have the corrected names.

A

I'm actually going to submit that I'm going to get rid of this old one, because it's inaccurate put the new one there, okay, so what we've now done is we've got it in the sandbox we've tested it out. It looks like it's going to work correctly, but some notes we need to make is we had to make a couple assumptions like the positioning of the view.

A

So that's something we're going to want to mention here so we're going to the dri on this one is greg, so we're going to do at greg, which is live in sandbox testing, successful I'll, go ahead and link this, although it's probably not necessary.

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A

All right so label it. I am currently working this, so we're doing it as this time we've spent about 20 minutes, so we're going to have to spend 20 minutes and yeah. That should be all that's needed at this juncture now we could say that we can move it over to support ops blocked if we so wanted, because we are technically waiting on greg to review and come back to us, but um I tend to use the block label for stuff like there's zero way. We can move forward at this juncture.

A

um At this juncture, greg could say I I trust you or whatever it's fine, um so we are blocked, but not blocked in, like the sense of there's no way we're moving forward until future notice.

A

So, uh basically, what we've got here is from the change, implement, uh let's go ahead and do that real, quick, we'll do the training for views.

A

So what we've done here is basically, we've got our let's go down here. We got a request stage, that's been done. We made sure the labels were correct.

A

We've just done the testing sessions and we're not at repo stage yet because we have to you know, we need greg the requester to review our changes and make sure everything's in a good place. So at this point, apologize for that.

A

So at this point, we're basically waiting on greg to come back to us, and then we can go to the next stage, which will be the repo stage once greg comes back, everything looks good I'll have another zoom session that will record and we'll kind of go to the next step, um yeah, that's kind of where we're at right now in change management.

A

Yes, it's a little more verbose than the kind of older way of just like I've done testing, but at the same time, like dan you're. Here in this meeting, you could come into this issue and you don't have to guess what testing I did.

A

Everybody's calling us today, apparently yeah, but uh like at this, like the way we're doing it now, this new kind of change management way. um The benefit of this is um the benefit of this is, uh if you came into this issue, like you suddenly needed to, you know, start help working it or whatever you don't have to guess on where we're at you don't have to guess what testing we're done what's been done. You can also look at the testing and maybe go hey. I noticed you didn't test this.

A

I think we should test that. I went ahead and tested it blah blah blah, whereas before when I was just like yep, all tests are successful. You have no idea what tests I've done, because I'm being vague, I'm not being transparent, so this is kind of the new way we want to do stuff.

A

Like I said once, greg gets back to us I'll. Do another zoom recorded session and we'll continue on to the next steps, which will either be more testing. If something's, you know off with what greg sees or will go to repo and pre-implementation stage and deciding when this will be, you know, implemented cool, but um any questions any thoughts, any comments, nope awesome, cool, um well, stop the recording, but hope you found it. Educational.