@@ -28,14 +28,14 @@ We're here to help! Here's a quick guide on the best way to reach us depending o
> **Heads up before you file**: Each request type has specific roles that are authorized to submit it. To avoid delays, connect with the right person first - issues filed outside the appropriate role will be closed and you'll be directed to them anyway!
-**Global Support team requests** should be filed by a [SIG team](https://gitlab.com/support-innovation-group) member using [this template](https://gitlab.com/gitlab-com/gl-security/corp/cust-support-ops/issue-tracker/-/issues/new?issuable_template=Feature)
-**US Government Support team requests** should be filed by a US Government Support manager/director using [this template](https://gitlab.com/gitlab-com/gl-security/corp/cust-support-ops/issue-tracker/-/issues/new?issuable_template=Feature)
-**Knowledge Base updates (any Zendesk instance)** should be filed by a Support Senior Technical Program Manager using [this template](https://gitlab.com/gitlab-com/gl-security/corp/cust-support-ops/issue-tracker/-/issues/new?issuable_template=Feature)
-**Everything else** should be filed by a manager/director of the requesting team using [this template](https://gitlab.com/gitlab-com/gl-security/corp/cust-support-ops/issue-tracker/-/issues/new?issuable_template=Feature)
-**Global Support team requests** should be filed by a [SIG team](https://gitlab.com/support-innovation-group) member using [this template](https://gitlab.com/gitlab-com/eta/css/issue-tracker/-/issues/new?issuable_template=Feature)
-**US Government Support team requests** should be filed by a US Government Support manager/director using [this template](https://gitlab.com/gitlab-com/eta/css/issue-tracker/-/issues/new?issuable_template=Feature)
-**Knowledge Base updates (any Zendesk instance)** should be filed by a Support Senior Technical Program Manager using [this template](https://gitlab.com/gitlab-com/eta/css/issue-tracker/-/issues/new?issuable_template=Feature)
-**Everything else** should be filed by a manager/director of the requesting team using [this template](https://gitlab.com/gitlab-com/eta/css/issue-tracker/-/issues/new?issuable_template=Feature)
🐛 **Found a Bug?**
Please file an issue using [this template](https://gitlab.com/gitlab-com/gl-security/corp/cust-support-ops/issue-tracker/-/issues/new?issuable_template=Bug). We appreciate you taking the time to report it!
Please file an issue using [this template](https://gitlab.com/gitlab-com/eta/css/issue-tracker/-/issues/new?issuable_template=Bug). We appreciate you taking the time to report it!
@@ -7,7 +7,7 @@ Several of the systems we manage are made by third-parties. Sometimes, we encoun
## Process
1. The agent or a Customer Support Systems team member will create an issue in our [issue tracker](https://gitlab.com/gitlab-com/gl-security/corp/cust-support-ops/issue-tracker).
1. The agent or a Customer Support Systems team member will create an issue in our [issue tracker](https://gitlab.com/gitlab-com/eta/css/issue-tracker).
- It will either be a `Bug` or `Feature request` depending on the situation at hand
1. A Customer Support Systems team member will act as the DRI.
1. The DRI will then triage and investigate the issue at hand, which may include collecting items such as HAR files, Browser versions, and plugins.
This is a less used board by Customer Support Systems. It shows all non-closed issues grouped together by various labels we use to indicate the type of request.
@@ -147,21 +147,21 @@ This can be done in one comment using [quickactions](https://docs.gitlab.com/use
/label ~"Stage::Planning"
```
You can also use the following [group comment templates](https://gitlab.com/groups/gitlab-com/gl-security/corp/cust-support-ops/-/comment_templates) to generate a quickactions comment to assist you:
You can also use the following [group comment templates](https://gitlab.com/groups/gitlab-com/eta/css/-/comment_templates/) to generate a quickactions comment to assist you:
If an issue is filed by a person who is not allowed to file the issue (see [Who can file what issues](#who-can-file-what-issues)), the issue needs to be closed out (and the requester directed what actions they should take to move forward).
To assist with this, use the correct [group comment template](https://gitlab.com/groups/gitlab-com/gl-security/corp/cust-support-ops/-/comment_templates) for the situation at hand:
To assist with this, use the correct [group comment template](https://gitlab.com/groups/gitlab-com/eta/css/-/comment_templates/) for the situation at hand:
-[Not approved -> Talk to SIG team](https://gitlab.com/groups/gitlab-com/gl-security/corp/cust-support-ops/-/comment_templates/2001174)
-[Not approved -> Talk to manager](https://gitlab.com/groups/gitlab-com/gl-security/corp/cust-support-ops/-/comment_templates/2001175)
-[Not approved -> Talk to Senior Technical Program Manager](https://gitlab.com/groups/gitlab-com/gl-security/corp/cust-support-ops/-/comment_templates/2001176)
-`Not approved -> Talk to SIG team`
-`Not approved -> Talk to manager`
-`Not approved -> Talk to Senior Technical Program Manager`
Using those should direct those on the issue on who they need to speak with as well as close out the issue properly.
@@ -227,10 +227,10 @@ With that in place, the DRI will then move the issue to the next stage depending
- For Bug issues, it is moved to the [Development stage](#development)
- For Feature issues, it is moved to the [Scheduling stage](#scheduling)
You can also use the following [group comment templates](https://gitlab.com/groups/gitlab-com/gl-security/corp/cust-support-ops/-/comment_templates) to generate a quickactions comment to assist you:
You can also use the following [group comment templates](https://gitlab.com/groups/gitlab-com/eta/css/-/comment_templates/) to generate a quickactions comment to assist you:
@@ -313,10 +313,10 @@ After doing so, the DRIs will move the issue to the next stage depending on the
- if the timeline for work to begin is the **current** iteration, the issue is moved to the [Development stage](#development)
- if the timeline for work to begin is a future iteration, the issue is moved to the [Queued stage](#queued)
You can also use the following [group comment templates](https://gitlab.com/groups/gitlab-com/gl-security/corp/cust-support-ops/-/comment_templates) to generate a quickactions comment to assist you:
You can also use the following [group comment templates](https://gitlab.com/groups/gitlab-com/eta/css/-/comment_templates/) to generate a quickactions comment to assist you:
@@ -336,9 +336,9 @@ You can also use the following [group comment templates](https://gitlab.com/grou
Issues will sit here until their iteration has begun. Once the iteration has begun, the DRIs should move the issue to the [Development stage](#development).
You can also use the following [group comment template](https://gitlab.com/groups/gitlab-com/gl-security/corp/cust-support-ops/-/comment_templates) to generate a quickactions comment to assist you:
You can also use the following [group comment template](https://gitlab.com/groups/gitlab-com/eta/css/-/comment_templates/) to generate a quickactions comment to assist you:
@@ -471,10 +471,10 @@ Once all testing and development have been completed, you will need to move the
- If doing this manually, make sure to add the label `Validation::Skipped` when moving to the new stage
- for Bug and Feature issues, move to the [Validation stage](#validation)
You can also use the following [group comment templates](https://gitlab.com/groups/gitlab-com/gl-security/corp/cust-support-ops/-/comment_templates) to generate a quickactions comment to assist you in moving to the new stage:
You can also use the following [group comment templates](https://gitlab.com/groups/gitlab-com/eta/css/-/comment_templates/) to generate a quickactions comment to assist you in moving to the new stage:
@@ -497,7 +497,7 @@ Here, the DRI will ask the requester of the issue to validate what has been setu
You should do this by making a comment asking the request for validation, making sure to include all information the requester might need to validate the changes.
You can use the [Request validation](https://gitlab.com/groups/gitlab-com/gl-security/corp/cust-support-ops/-/comment_templates/1001113)[group comment template](https://gitlab.com/groups/gitlab-com/gl-security/corp/cust-support-ops/-/comment_templates) to generate a quickactions comment to assist you in this.
You can use the `Request validation`[group comment template](https://gitlab.com/groups/gitlab-com/eta/css/-/comment_templates/) to generate a quickactions comment to assist you in this.
At this juncture, the issue waits for a comment from the validator indicating the status of their validation. Your actions depend on what they come back with:
@@ -508,10 +508,10 @@ At this juncture, the issue waits for a comment from the validator indicating th
- Add the label `Validation::Rejected`
- Move the issue to the [Development stage](#development)
You can also use the following [group comment templates](https://gitlab.com/groups/gitlab-com/gl-security/corp/cust-support-ops/-/comment_templates) to generate a quickactions comment to assist you in moving to the new stage:
You can also use the following [group comment templates](https://gitlab.com/groups/gitlab-com/eta/css/-/comment_templates/) to generate a quickactions comment to assist you in moving to the new stage:
@@ -573,9 +573,9 @@ As components of the changes are tied to scheduled deployments, it will be fully
/status "Complete"
```
You can also use the following [group comment templates](https://gitlab.com/groups/gitlab-com/gl-security/corp/cust-support-ops/-/comment_templates) to generate a quickactions comment to assist you:
You can also use the following [group comment templates](https://gitlab.com/groups/gitlab-com/eta/css/-/comment_templates/) to generate a quickactions comment to assist you:
-[Close out a completed issue](https://gitlab.com/groups/gitlab-com/gl-security/corp/cust-support-ops/-/comment_templates/1001116)
-`Close out a completed issue`
### Blocked
@@ -635,9 +635,9 @@ To move an issue to the Blocked stage, do the following:
- note the criteria needed to unblock the issue
- indicate what actions should be taken when the criteria is met
You can also use the following [group comment templates](https://gitlab.com/groups/gitlab-com/gl-security/corp/cust-support-ops/-/comment_templates) to generate a quickactions comment to assist you:
You can also use the following [group comment templates](https://gitlab.com/groups/gitlab-com/eta/css/-/comment_templates/) to generate a quickactions comment to assist you:
-[Move issue to blocked stage](https://gitlab.com/groups/gitlab-com/gl-security/corp/cust-support-ops/-/comment_templates/1001117)
@@ -57,7 +57,7 @@ If you need to change the Support team YAML file of a person you manage, you may
### Changing anything else
To have anything else changed in the Support team YAML files, please create a [Feature Request issue](https://gitlab.com/gitlab-com/gl-security/corp/cust-support-ops/issue-tracker/-/issues/new?description_template=Feature)(as it will require manual intervention by the Customer Support Systems team).
To have anything else changed in the Support team YAML files, please create a [Feature Request issue](https://gitlab.com/gitlab-com/eta/css/issue-tracker/-/issues/new?description_template=Feature)(as it will require manual intervention by the Customer Support Systems team).
