GitLab Support Operations, 9 Aug 2021

Previous Meeting Next Meeting

⏯

youtube image

►

From YouTube: Support Ops - Zendesk - Creating and Updating via the Sync Repos

Description

Jason Colyer, Support Operations Manager, takes us through how to create/update items in the Zendesk sync repos.

A

Hi, all my name is jason collier, I'm the support operations manager here at kit lab and today we're going to go through editing or adding items to the sync repo.

A

It's important to know the basic process for this, as we do like to work out of the repos as much as possible. So let me go ahead and share my screen and right now you're seeing the same repo. Let me zoom in a bit kind of see what we're doing here.

A

So um let's say we want to edit a macro. The best way to do this is to go into the macros folder locate one um we'll go ahead and do this initial verbose response one just for you know having one to do so. um Let's say we basically just want to edit this, and we want to change this comma to an exclamation point, really emphasize our grading. So what we'll do is click the web ide and in the editor we will go ahead and just add the exclamation mark commit.

A

And we're gonna do a commit message and go ahead and submit the new branch and we'll go ahead and say explanation mark.

A

And uh this template that it generates will automatically have everything we need for it. It's going to add the appropriate labels, put the people who need to you, know, review and stuff, and it's going to make market as a draft, but uh if you're doing the editing, it's also good to assign it to yourself and uh always make sure these two boxes are checked by default. Squash commits are required for this one they may not be for whatever you're working on make sure.

A

Both these boxes are checked, make sure you've got a good title, good description and then go ahead and click create merge. Request now from here. You've got your thing: you've got your mr ready. You've got your changes all committed, and what will happen is support. Ops will review this, we're going to make sure it's not going to cause any issues um if you're ready for this to be merged, you'll want to unmark it as draft, but generally speaking, you're going to want to have reviewers done in this particular case.

A

For this macro, the only approvers needed are support operations, but active ones be based on the folder they are in will have different. You know approvers different managers and stuff to review from here, though, operations will review it, they'll approve it and then they'll get it merged once merged. It's going to sync stuff via cid cd pipeline into zendesk and you'll, be good to go, I'm going to go ahead and do is close this out now. um One thing you might encounter is okay.

A

I want to create a new one, it's not as it's not as clear-cut as we might think. So. The best way to do this. The way we're going to prefer to do this in support operations is going to your zendesk in this case, I'm in the sandbox. Just so I'm not messing with production and go ahead and go to the item field that you're messing with. So in this case we're doing macros click macros and uh you can really click any of these, but just highlight over one click.

A

These dots and click clone, and uh what we're going to do is name it. Whatever our new one is going to be so jason test, please ignore me and for description, video and uh these items right here are not as important, because the sync repo is actually going to update this. So we can go ahead and keep those as is go ahead and create.

A

It all right, so it's saving right now, once it's done, saving what we're going to then do is deactivate the macro because we don't actually want this macro live so uh we'll go down here to the bottom, where it's going to be it's going, gonna be on the second page, because we have a lot of macros and what we're gonna do. Is click these dots and deactivate and we can go into our deactivated and click this and uh what we really need here is just the id number that's up here in the url.

A

It's the very end part of this. That's what we're really going to need right here and then what we can do over here is go to web ide and we'll go to macros and active and we're going to create a new one and we're putting it in an active just for sake of this. But what you would do is, I guess, let's actually show like we're, making an active one. Let's say this is going to be a support, one! It's going to be for support, ops, new file.

A

Jsontest.Yaml, we want to make sure we use yaml when using the extension. We have checks in the script to prevent yml, but make sure you know, just if you want this to work right, do it that way and what you got here is a blank file. So I know id is going to start there, but what I can actually do is go and copy any other macro file and we already have an id number. So we can do this and then you know here we can do json test.

A

Is this regard and we can just start kind of putting what we want in place for this, so um we're gonna make the status solve comment, value, greetings.

A

This is a test from please disregard um the actual actions you're going to use are going to vary. It takes some zendesk knowledge, so feel free to reach out to support ops or your fellow support members. If you are in support ops to kind of figure out what to put here um a good trick, you can use here and I'll show. This is, if you go to your link right here. You've got all these values right here.

A

um What you could do is set up this test, one to do exactly what you wanted to do. So, let's do that real, quick ahead, get rid of those and uh the conditions- and you know we're gonna- do status solved is the first thing so status solved, and what we're gonna do is comment.

A

So we'll do comment, description, greetings, it's successful, jason, please disregard, and if we click save now, we've still got this inactive macro, so we can go back to it and what you can do here is change where it says agent admin to api b2, and if you do this helps. If I spell api right there, we go you'll actually get this json object, which contains everything you're going to need here. So you could paste this here and start using this to kind of generate it.

A

So we can see that the id should be that we're good there. So for that, this is the title right here. Please so I said disregard, but it's actually ignore me.

A

We active we got it set to false, but we actually want it. True in this case, we don't need the updated or created. We don't need the position.

A

We don't need position uh for description. I didn't put anything there, so we should definitely copy this.

A

Make sure we get it in here and then you've got your actions which will kind of tell you what all these fields are. So we have fields, status, value, solved, cool field, comment, value and then what it doesn't json is print to string. So you could do this string right here if you wanted to so I could just as easily copy this right here get rid of all this value right here and just do this. It's the same equivalent.

A

This is just the yaml block, syntax, it's a little easier for humans to read and uh we saw how restriction was set to null. So we can, if we wanted to say no or we can just leave it blank, it equates to the same thing, but once you've got this in place, you'll go ahead and commit it uh go to test json.

A

And we can do a commit now from here. You know make sure we do. This uh make sure all the labels are done right, assign to yourself and click submit when you're ready for this to be reviewed by support ops, we remove the draft at which point support ops would review this now. This macro was actually in a folder support, so it's gonna have every one of these uh managers here they need their approval too.

A

Now I am in one of those, so I I'm kind of a special case where I could approve for both, but I'm not gonna do that. So what we would need is a manager to review this they'll approve it and support ops will review it to prove it. Managers are looking for the syntax. What it's doing, how it's going to help support supportops is looking for. Will this work in zipdesk? Is this going to cause any problems, etc, etc, but doing it this way we we will have created a new macro, creating a new macro.

A

I should say, because technically we didn't do that now, if you don't have admin access to zendesk and you can't do what I just did that's fine. What you can do is create the file like we did here, leave the id blank. Yes, the cicd scripts will fail, but support ops will fix that by getting you all set up, they'll get one made in draft mode or whatever and they'll get an id for you and they'll commit it into it. For you. So don't worry too much about that.

A

If you don't have the right access, but uh that's all there is to creating or editing macros or any other object really in the sync repos, because uh triggers automation's views they're all gonna follow the same kind of logic that api trick. I showed you works on any of them, but yeah. That's basically, all there is to that. um If you have any questions reach out to support ops reach out to myself, you know ask in the mr all this is good. You know a good chance to talk with us and figure out.

A

If you need some assistance, hope you found this educational. I look forward to seeing you in the next video.