@@ -18,17 +18,30 @@ The purpose of Customer Support Operations is to enable GitLab to provide deligh
|------|------|
| [Carlo Curato](https://gitlab.com/ccurato) | Director, Business Technology Operations |
| [Jason Colyer](https://gitlab.com/jcolyer) | Fullstack Engineer, Customer Support Operations |
| [Dylan Tragjasi](https://gitlab.com/dtragjasi) | Senior Customer Support Operations Specialist |
| [Alyssa Villa](https://gitlab.com/avilla4) | Customer Support Operations Specialist |
| [Dylan Tragjasi](https://gitlab.com/dtragjasi) | Customer Support Operations Specialist |
| [Sarah Cole](https://gitlab.com/Secole) | Customer Support Operations Specialist |
| [Rene Verschoor](https://gitlab.com/rverschoor) | Customer Support Operations Specialist |
## Working with us
-[Use this template if you want something new or modified](https://gitlab.com/gitlab-com/gl-security/corp/cust-support-ops/issue-tracker/-/issues/new?issuable_template=Feature)
-[Use this template to file a bug report](https://gitlab.com/gitlab-com/gl-security/corp/cust-support-ops/issue-tracker/-/issues/new?issuable_template=Bug)
We're here to help! Here's a quick guide on the best way to reach us depending on what you need:
Or you can reach out to us in Slack via [#support_operations](https://gitlab.enterprise.slack.com/archives/C018ZGZAMPD).
🙋 **Requesting Something New or a Change**
> **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)
🐛 **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!
💬 **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!
-`Feature` issues depend on the team the request is coming from/is concerning:
- For anything coming from the Global Support team, it must be a member of the [SIG team](https://gitlab.com/support-innovation-group)
- For anything coming from the US Government Support team, the issue must be filed by a US Government Support manager.
- For anything concerning the Knowledge Base (for any instance), the issue should be filed by a Support Senior Technical Program Manager
- For anything else, it should be filed by a manager of the team requesting it
-`Bug` issues can be filed by anyone
-`Administrative` issues should only ever be filed by the Customer Support Operations team
-`Incident` issues should only ever be filed by the Customer Support Operations team
## Stages
The work to be done on an issue largely depends on the stage the issue is in. Please note the assignee on an issue will change frequently as it moves from stage to stage.
@@ -143,9 +154,21 @@ You can also use the following [group comment templates](https://gitlab.com/grou
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:
-[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)
Using those should direct those on the issue on who they need to speak with as well as close out the issue properly.
#### Closing a triage issue
If the DRI has determine we cannot proceed on an issue, the DRI should take the following actions:
If the DRI has determined we cannot proceed on an issue, the DRI should take the following actions:
