@@ -39,7 +39,7 @@ Please file an issue using [this template](https://gitlab.com/gitlab-com/gl-secu
💬 **Something Else?**
Feel free to reach out to us directly in Slack at [#support_operations](https://gitlab.enterprise.slack.com/archives/C018ZGZAMPD). We're always happy to chat!
Feel free to reach out to us directly in Slack at [#customer_support_systems](https://gitlab.enterprise.slack.com/archives/C018ZGZAMPD). We're always happy to chat!
@@ -283,4 +283,4 @@ For this, you will utilize the [Customer Support Operations After Incident Revie
Make a duplicate of the `Template` tab, and then fill it in completely. You can use previous documents as an example of what is needed.
Once you have filled everything out, make a Slack post in the [#support_operations channel](https://gitlab.enterprise.slack.com/archives/C018ZGZAMPD), making sure to CC Customer Support Operations leadership (by @ mentioning them).
Once you have filled everything out, make a Slack post in the [#customer_support_systems channel](https://gitlab.enterprise.slack.com/archives/C018ZGZAMPD), making sure to CC Customer Support Operations leadership (by @ mentioning them).
@@ -21,7 +21,7 @@ The GitLab system checker is a setup using scheduled pipelines to check the stat
- Customer Support Operations projects containing more than 50 pending CI/CD jobs
- Customer Support Operations projects containing CI/CD jobs running for longer than 25 minutes
It posts to the [#support_ops-audit-events Slack channel](https://gitlab.enterprise.slack.com/archives/C04A6E1KB89).
It posts to the [#css-audit-events Slack channel](https://gitlab.enterprise.slack.com/archives/C04A6E1KB89).
### How does it work
@@ -32,7 +32,7 @@ At the top of every hour UTC (`0 * * * *`), a scheduled pipeline causes the `bin
- If the value exceeds 50, it stores the information to an array of problems
- How many CI/CD jobs running that have exceeded 25 minutes of runtime
- If there are any, it stores the information to an array of problems
- Posts in the [#support_ops-audit-events Slack channel](https://gitlab.enterprise.slack.com/archives/C04A6E1KB89) for each piece of information in the array of problems
- Posts in the [#css-audit-events Slack channel](https://gitlab.enterprise.slack.com/archives/C04A6E1KB89) for each piece of information in the array of problems
@@ -289,7 +289,7 @@ This uses the `bin/sync` script, which does the following:
- Iterates through the list of objects from the `data/global_creates.json` artifact file to do the following:
- Create the organization using the Zendesk [Create Organization](https://developer.zendesk.com/api-reference/ticketing/organizations/organizations/#create-organization) API endpoint
- Associate users from the `sold_tos` attribute to the newly created organization
- In the event no users can be associated, a post is made in the [#support_operations Slack channel](https://gitlab.enterprise.slack.com/archives/C018ZGZAMPD) notifying the Customer Support Operations team
- In the event no users can be associated, a post is made in the [#customer_support_systems Slack channel](https://gitlab.enterprise.slack.com/archives/C018ZGZAMPD) notifying the Customer Support Operations team
- Splits the objects from the `data/global_updates.json` artifact file into batches (of up to 100 due to API limits) to do the following:
- Create an update job using the Zendesk [Update Many Organizations](https://developer.zendesk.com/api-reference/ticketing/organizations/organizations/#update-many-organizations) API endpoint (to update them to match what was previously determined)
- Splits the objects from the `data/global_not_in_sync.json` artifact file into batches (of up to 100 due to API limits) to do the following:
@@ -37,7 +37,7 @@ If you need a user note added, modified, or deleted, please create a [Feature Re
#### Requesting the ban of an end-user as a non-admin
If you need an end-user banned, please post in the #support_operations Slack channel indicating you need a user banned. A member of the Customer Support Operations team will reach out to you (via Direct Message) to work with you on the matter.
If you need an end-user banned, please post in the #customer_support_systems Slack channel indicating you need a user banned. A member of the Customer Support Operations team will reach out to you (via Direct Message) to work with you on the matter.
### Current system end-user settings
@@ -256,7 +256,7 @@ For more information on compliance level deletions, please see the documentation
{{% /alert %}}
In the event an end-user needs to be banned (due to various reasons, but especially due to misconduct), someone will post in the #support_operations channel about the matter.
In the event an end-user needs to be banned (due to various reasons, but especially due to misconduct), someone will post in the #customer_support_systems channel about the matter.
Acknowledge the post and direct message the person to get more details.
@@ -286,7 +286,7 @@ Once you have all the details, you would then:
>
> This was due to REASON.
>
> If more details are needed, please reach out to the Customer Support Operations team via the #support_operations Slack channel.
> If more details are needed, please reach out to the Customer Support Operations team via the #customer_support_systems Slack channel.
- Replacing:
-`YYYY-MM-DD` with the current date (in ISO format)
-`TEAM_NAME` with the name of the team requesting the ban (ex: Support, Security, Legal, etc.)
