GitLab Support Operations, 19 Sep 2022

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From YouTube: Deploying a Zendesk App

Description

Deploying a Zendesk App

A

That Dale, uh here with Dylan we're going to be deploying his new app into zindesk so figure. This would be a good opportunity to make a little recording and show how we do that. So uh let me share my desktop and we kind of get started there.

A

Let's figure out the right desktop that one should be this one all right. You should see the create, fill Notes app issue right, yep, all right, cool, all right, so um the way I always do this is the first thing I would do is like download the actual repo which I've got here on my terminal.

A

Let's screen that, so um you could do all this manually. The way I traditionally do. It is just use this that commands, which comes from their zendesk application tools, Jim and that'll- actually do this. We got an error. So let's see what the error actually is here.

A

Your version of uh that's nice all right. So it wants me to update my gym apparently, but I know an easier way to do that. So, let's copy and make nice Ruby version here, then it won't do that anymore.

A

B

A

Throw me a bunch of deprecated errors, but we're using a very specific version for our zenf gaps solely because that doesn't really work well with the newer versions.

A

So it's kind of a cheater way and I know they have a new thing they're releasing that will um also do this package command and I'm writing a ruby gem for us to use an Ops that'll. Do the similar kind of task of just packaging it because at its root, a SAT package just does a couple quick checks to make sure like it's the Manifest readable? Is there any like tokens that could potentially be there um and then it just packs us all into a zip file. So from.

B

A

Going to go into sandusk going to zoom in so people can see what I'm doing uh you'll click the four squares here and go to your admin Center and we're going to just type in app here and go to send desk support. Apps.

A

With this load and I'm going to click upload, private app, and so you just called it field- notes right, so we're just going to call it field notes yeah, so we're going to go to the apps. We want to go to field notes, temp and there's our zip file I'm going to click upload, and it's going to give us this nice warning about how this is creating a new app and all that stuff. Thank you. So it's going.

B

A

It process it install it I believe you have some private variables. That's going to pop up with you need to enter all these variables. First, yep.

A

That's fun: it's not actually going to do what it's supposed to so I'm, going to stop, sharing real quick because I don't want to leak a token, but essentially we are going to input the variables that it asks for that you built into your app um really should be whitelisting those, but sometimes the dust does things weird. So we've got our token there for the support bot. The project that use the field notes um what should be there for the template? Name.

B

I think it's just cold field notes. Let me just grab it I've got it written down here and see it's called field. Note all in lowercase or one word and.

A

You do.md, or just the name of the fox just.

B

Just field note.

A

Cool and we're going to want to restrict this because we don't want everyone doing it. This should just be support staff doing it right.

B

Yes and I don't know if we want to further refine that to a more even specific subset of users, but um definitely at the very least, it would be support.

A

Yeah, so let's do it by group and we'll do it by support of Mayor, APAC and immune, because that'll cover all the support, including Ops and managers, and all that fun stuff. Yeah.

A

All right and I am going to zoom one more time and scroll.

B

Way down so I can share my screen.

A

Again that way, it doesn't leak anything all right, cool after we've, inputted everything there we're going to hit install.

A

We're going to see reload my apps and we should see the field note app there. It is field notes right there. You got the Emoji here, you got the emoticon and all that and fun stuff there. So now we can really go back and all we really need to do is confirm that it is present. So let's do.

A

Should have an example ticket somewhere.

A

There we go here's a test. Ticket I can literally use any of these wait for the absolute and field notes is very likely going to be at the very very bottom.

B

You may need to do a hob, refresh, yeah yeah. That's.

A

B

A

And there it is so we're going to go ahead and and I kind of don't want to click it on this closed ticket, because I'm pretty sure it's going to break your app yeah.

B

That's actually something I didn't consider for the app is closed tickets, but.

A

All right, it looks very quickly uh example: I'm going to make a test tickets. We're gonna, set this to support Ops, not applicable. None of that really matters, but if that should matter created by agent stage, frt I did that right, I'm not about to get a bunch of errors on a ticket and I did cool all right. So let's go ahead and click create field. Note done that successfully created! There's our comment, so it says you know it's created. It's field. Note issue, click this and there's our field node issue.

A

So we see how it's created by the bot. It's got everything we needed got the label and you know on our ticket. It's got that updated there as well.

A

Also I can see that I very clearly have a bunch of terrible stuff just randomly in the sortex note, but that's okay.

A

So we've got all that good to go. We should be good to go there. It's all live so after we've deployed it. The important thing is to announce that we've done that so foreign this part I'm going to have you do, but essentially you will go to the support. Ops announcements, Channel and then the bottom left by your text box, there's a plus icon. If you click that you'll see, there's a workflow for that channel called support. Ops announcement.

A

If you click that you're going to get a form that you basically can enter the information on, so um obviously it's for support team only because only support can use it.

A

uh What's changing, you know, I'll, let you pick wording on this one, but essentially created a field note time and then for when is it changing well today? So.

A

2022-09-19 because it's now live yep, and why is this changing? It was requested or whatever the reasoning was for that uh request, link you'll, put back to your issue there and then the important thing here is you notice. When I tried to use it, I had to hard refresh the apps to see it so on the anything else to post with this templated message, you're going to want to go ahead and say: hey you're, going to need to refresh your zendesk apps on the sidebar to actually see this pop up.

A

It should be located at the very bottom yeah you can even say below mechanizer, if you wanted to, but very bottom should be relatively easy to find.

B

Yeah cool I can do that is anywhere else that we need to post, or is it just through that uh once.

A

You've done that you want to cross post the post that it makes into the support team chat channel, so you'll just copy the link of your post and say cross posting paste it there and then the last thing you want to do is create a Spur issue and I link that to you and it's going to ask you some questions, but we basically just filled out a form. So it's going to be kind of the same thing. This is going to be a support.

A

Ops Corner, your username, the short, descriptive title where we've created the field, no doubt for the full details, just kind of copy. The other fields we had there like this was the.

B

A

Make sure you refresh your apps and then beyond that you just click Send and it'll, create an issue for you.

B

Yeah there you see I think the other I'll also put a note. I've got the APAC support team called today um in about four hours or so so. I might put that I'll. Put a note in there just to say that that app is is live as well um I'm bringing up in that meeting.

B

Because I've got the agenda, notes ready to go.

A

Yeah and I mean you can communicate it anywhere else. You want to those would kind of be like the bare minimum yeah and then kind of in your issue make sure you cross-link that support that swerve issue that you end up getting created.

A

um You can find it by looking at your email because you almost instantly get an email, because your username is going to be tagged there or you can go into the actual sort of project you find it that way.

A

Whichever is quicker for you um at the time that we spent on this, you know on what we just did and then you can kind of what I normally do is Market is completed and we set the due date for eight days out and say: I'm gonna, leave it open for a week to gather feedback and then I'm closing the issue not always necessary, but a good thing to kind of do.

A

B

That's the basic gist.

A

Of creating an app in Zinda well deploying it happens into US, creating it took, you know, there's a lot more to creating it, but that's how you deploy the app it's a desk.

B

A

And that's you know. Our process is around that fun stuff. So any questions any concerns comments. Any of that fun stuff.

B

No good I think um normally the the why this app sort of came about that was kind of put together uh haphazardly and on a bit of an ad hoc basis. I think normally would have a a bit more structure around actually the creating it and and rolling it out, but um yeah.

A

Normally, you know we'd be planning it way in advance and all that fun stuff, but um here's a fun fact most, the apps. We have we're not planned in advance. It was we needed something so one of us built it and then we deployed it and we iterate from there. So sometimes, yes, you will plan things quite in advance. Other times, it'll be like this, where it's like somebody.

B

Here we go yeah yeah.

A

um Most of the bit like the user, lookup uh mechanizer stuff, like that somebody wanted it so we created it. There wasn't a huge amount of like floor planning for it, um which is fine. It's fine to build something deploy and iterate from there.

B

A

um Yeah and one thing I'm going to challenge you to do is um look at some of the other apps.

B

A

Notice, how I put like a line that says to make an issue for this app or to create or to look at the source code? I, don't remember the exact wording, but you'll see there's like two lines on every app that says: click here to view the source code, click here to file an issue for your next project. Your next version I want you to add that in there and then to pull your your updated version and make sure to always update that manifest version.

A

Otherwise it will update, but it gets really confusing to confirm your updates there, sometimes, especially if it was stuff, that's done in the back end.

B

Yeah I, even I, might even put the ability to uh disable the create issue button on the closed ticket as well. I didn't even look at close tickets until you brought that up um this morning, so I think just including that as well. It's probably a good thing because I don't know what will happen. What.

A

I would say is make issues with these ideas under the app that way you have them and if you can't get to immediately it's cool backlog them. You can get back later yeah like, but it helps to at least have the issues to say: hey look! No! This did come up.

A

We are thinking about it, we're just not doing it right right now, yeah now this might be something you look at and go I can do it in like 10 minutes cool go ahead and do it it's not a big deal, but if it's something that you know you're like I got other priorities. I wanna, I wanna do this, but it's backlogged, yeah cool. We have a support. Ops colon colon backlogs, which you know the rest of us as a team, look at at the end of every quarter and say, but can we un-backlog?

A

What can we focus on, or you know at some point we might run out of work to do and then we can start looking at backlog, stuff, yeah and then at some point, we'll not have backlog and will be out of work and that's just the best situation we could be in.

B

A

Cool well awesome.

B

A

Always if you have any questions, feel free to hit me up for those watching the video feel free to hit up any other support operations. Team we're always fun. You know we're always game to talk about this stuff cool, but.

B

A

Will see you all around.

B

Thanks very much Jason.