GitLab Support Operations, 1 Aug 2023

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From YouTube: Support Ops Sync - 2023-08-01

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Support Ops Sync - 2023-08-01

A

Ale, it is the first of August I, think maybe everywhere. Maybe time is weird, so uh yeah, let's go ahead and get started. um I want to welcome Renee, who is starting an internship with support Readiness, as of today, yay welcome.

B

C

C

A

Yeah, if you want to go for it, we can get the standard onboarding thing of your name, how long you've? Already it's been so long? I can't even remember, like the questions.

B

A

Your favorite, that's what it was yeah.

C

That's a long time ago.

A

C

Of you that don't know me and I think that's only Sarah um I'm currently in Ellen arch support, So doing all the licensing and renewal stuff um and it's time for a change.

C

I'm. Just looking for another critique, and here I am yeah I'm not going to dive into lots of personal details too.

C

A

C

A

Right on questions, yeah.

A

Are you excited for your punk script to become official.

C

A

C

Not that so um yeah thanks I I have no clue how many people used scripts from the pink repo I know that they are vital for me to do my daily job and, and especially some of them, make me really.

A

C

um And it's out there for everyone to use and I know that some people use a few of them and are happy with them. But I have no clue what the user base is, and maybe they can be made official.

A

Oh yeah, now we're gonna we're gonna, move that all into the Ops responsibility. Stuff, probably be one of the first things. Your dri of.

C

Hey those are scripts that are mostly written in between handling tickets and spending a minute here and there. So it's called awful JavaScript act together, but that's.

A

C

A

I mean a lot of our stuff is Javascript that got hacked together.

C

I was not going to say that, like.

A

How many syndesk apps I've made, if you think most of that's not hacked together, I mean just go. Look at our theme.

B

Oh Pandora box.

A

All right so uh Nabil you're feeling a little under the weather. So I'll read your bullet point, but explore is going to change a lot of behavior um becoming like 4 to 12 months is the estimate we were given, which is a wide estimate. Oh.

B

Yes, but comparatively when it comes to the Monstrous size of explore, uh this is a big change. It's four to 12 months is really less.

B

um Comparing like they are excluding some features like drill in with the new uh beta Builder, no plans that drilling will be introduced in the future Builder as well for reports, which is a big change, because a lot of us a lot of csms when they are using grilling. They are using grilling lots of time. So we have to find out some other way to do so, um I'm still actually playing with the new Builder me and Ilya. We are figuring out that we're. What are the things which we are missing?

B

The reports gonna look really different. The dashboard is gonna, look really different. There are a lot of filters which are going away like, for example, if somebody, if someone of you have used Explorer, we have an option to exclude, uh for example, tags or in the metrics or attributes. We can exclude some values from that. The exclude section is going away, which is interesting.

B

It's gonna change a lot of things as well, so yeah we are still figuring out and even zendesk is still figuring out at what is going to stay and what is going to change. But uh you know it's a work in process. I'll, keep you guys posted as promised previously.

A

Fun stuff that also means in most of my reports, I've ever made, are now going to break a.

B

Lot, yes, if you go to explore, there are a lot of reports which needs to be updated. If you can see over there.

A

um I did the first change deployment thing today, I caught some issues, most of which were me forgetting to make pipeline trigger tokens, because I forgot to do that. I pushed in code to update the tiny fixes I did find, but when it didn't hit, a I forgot to do something really simple error. It worked really well so I'm excited for that uh next month. I'll do it via the actual pipeline, make sure that runs correctly and pending no major issues.

A

We will then have it set to a pipeline schedule so where we're all that much closer to it fully being automated.

A

B

A

B

Regarding this yeah I have uh one question: uh the deployment grain got some issues, as you told me, but I never got informed about that. Like I, never saw any failure over that a pipeline failed. Why.

A

Is that? Because I was writing it locally I didn't set the slack URL variables, so it didn't actually post anything to slack. I did.

B

You know a lot of.

A

Errors that were like failed and then the next line would be like a ruby dump of slack.

B

Url not defined.

A

I'm, like yep yep yep, that is true. It is not um next month when I do it. The other pipeline, we will see I mean.

B

A

We'll see nothing posted in the audit events, but if it has issues it will post in the audit events and it'll just post a message: you have this failed. This is the reason and usually it'll, be something like I got a 404., so I mean that's. That's.

B

A

Lot of it was 404s because I didn't Define tokens, so a lot of API calls didn't work yeah, so today's run didn't post any of the errors. um That was intentional. You want to make a huge amount of noise, while I was doing its inaugural run to see all right. What did I forget, while I coded surprisingly little I just forgot to do the get lab side of things which isn't that surprising to me.

A

Yeah next uh next month, when it runs, I will have it run through the pipeline, which means it will have a slack URL variable and it will be posting in the support. Ops audit events Channel, which we all should be part of.

A

And cool uh upcoming PTO I am off most of next week, mostly because closing date keeps moving randomly to various days of the week, so I just took off Tuesday to Friday, because that's the range I was given pending. Nothing goes wrong. We will be closing on selling that house and then I will be back down to only owning one house, I'm very happy for sending good vibes.

A

All of it. I want this to go through yeah no I want that house gone I'm, tired of paying for two hours. It's not fun.

A

So I will be off I'm going to be at home. So if things go wrong, you could slack and tell it to send a message or text me or whatever and I will be around to respond I'm, just not going to be working because I am focusing more on the closing and then the personal things I have to do around the closing okay, like so many cancellations.

B

I'll pdu in case, if anything, goes wrong. We have pager Duty as well. Now.

A

Yep we do have a page of Duty thing, you can trigger a page and it will page the person who is currently on shift and if none of y'all respond to that in five minutes, ten minutes I, don't remember which it will page me so worst case scenario. You can use that in page me, but again it also just slack until it's notify and it'll ping me on my phone or you can text me I'll respond to that too.

A

Cool uh Sarah is off for a half day tomorrow for Dr Button stuff, and the bill has stated that he's on PTO, but he can get a bit sick like most of the Netherlands right now so interesting. To be aware of.

B

Everybody got viral here, very small country, everybody gets what everybody has happened. I.

C

I know I I've been sick all summer with my hay fever, so I'm not going to say anything.

B

Oh I actually got the hay fever uh covered, but this uh rainy season in the summer season this this whole thing. This is crazy. um You can just stop. Recording Jason is right. Now I'll go ahead and stop the recording. Then.