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Commit 7976b454 authored by Jason Colyer's avatar Jason Colyer Committed by Aric Buerer
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Updating old references

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......@@ -131,12 +131,12 @@ At various times it's easy to over-optimize on one of the pillars to solve a pro
The [Single Source of Truth](/handbook/company/culture/all-remote/remote-work-glossary/#single-source-of-truth-ssot)
for information about Support Team Members - everything from email address and
personal interests to product skills and group memberships - is the
[support-team.yaml file](https://gitlab.com/gitlab-com/support/team/-/blob/master/data/support-team.yaml).
The [Support Team Home Page](https://gitlab-com.gitlab.io/support/team/) is
[support-team project](https://gitlab.com/gitlab-support-readiness/support-team).
The [Support Team Home Page](https://gitlab-support-readiness.gitlab.io/support-team/) is
built from the information in that file. Many other Support tools and
automations make use of it also. See the
[Support team entry page](https://gitlab.com/gitlab-com/support/team/-/wikis/Support-team-entry)
of the [Support Team wiki](https://gitlab.com/gitlab-com/support/team/-/wikis/home)
[Support team entry page](https://gitlab.com/gitlab-support-readiness/support-team/-/wikis/Support-team-entry)
of the [Support Team wiki](https://gitlab.com/gitlab-support-readiness/support-team/-/wikis/home)
for details of the structure of the file.
Information for and about the different parts of the Support Team can be found in the following sections of the Support Handbook:
......@@ -597,7 +597,7 @@ Providing information by reacting to a message with a specific emoji.
After getting promoted, make sure to update your title in:
- our [Support team page](https://gitlab.com/gitlab-com/support/team/-/blob/master/data/support-team.yaml), and the change would be reflected in Zendesk
- our [Support team page](https://gitlab.com/gitlab-support-readiness/support-team), and the change would be reflected in Zendesk
- the company team page following the same steps in [Add yourself to the Team Page](/handbook/editing-handbook/#add-yourself-to-the-team-page)
Consider updating the title on Slack and on Zoom, following the guidelines in [Zoom name format](#zoom-name-format).
......
......@@ -26,7 +26,7 @@ We currently have two main areas of focus for Support Engineers:
1. GitLab - helping customers who encounter product-related problems in SaaS (gitlab.com) or self-managed installations
1. License and Renewals - helping customers with License and Renewals problems
To view the team's current distribution among Areas of Focus, see our internal [Support Team info site](https://gitlab-com.gitlab.io/support/team/areas-of-focus).
To view the team's current distribution among Areas of Focus, see our internal [Support Team info site](https://gitlab-support-readiness.gitlab.io/support-team/area-of-focus.html).
During onboarding, your initial area of focus will be made clear.
......@@ -256,7 +256,7 @@ Be sure to highlight notable incidents in your 1:1 notes doc.
**What does success look like?**
1. [Pairing sessions](https://gitlab.com/gitlab-com/support/support-pairing). You can see how you're doing on this [pairing summary page](https://gitlab-com.gitlab.io/support/team/pairings)
1. [Pairing sessions](https://gitlab.com/gitlab-com/support/support-pairing). You can see how you're doing on this [pairing summary page](https://gitlab-support-readiness.gitlab.io/support-team/pairings.html)
1. Ask and answer questions in Slack. (We don't have a way to easily make this visible, but feel free to share things you're proud of with your manager in your 1:1 notes doc.)
1. If you have volunteered to be a [Support Stable Counterpart](/handbook/support/#support-stable-counterpart), collaborate with the group(s) you are assigned to and share knowledge with the Support Team.
1. There are many other ways you can collaborate. Make a note of your collaborations in your 1:1 notes doc.
......
......@@ -128,7 +128,8 @@ For high priority tickets, tend towards a handing over to someone else:
1. Follow the [OOO Ticket Management](/handbook/support/workflows/ooo-ticket-management)
process to arrange for others to take care of your tickets in your absence.
1. To ensure you're not auto-assigned to GDPR requests in case of an extented leave (e.g 2 weeks or longer):
- Update the corresponding `yaml` file for yourself in the [Support Team project](https://gitlab.com/gitlab-com/support/team/-/tree/master/data/agents?ref_type=heads).
- Update the corresponding `yaml` file for yourself in the [Support Team project](https://gitlab.com/gitlab-support-readiness/support-team/-/tree/master/data/agents).
- Change `works_account_deletion: true` to `works_account_deletion: false`
- Assign the MR to your manager.
- Make sure to undo this change when you return from OOO.
......
......@@ -5,11 +5,11 @@ description: Learning Pathways available to Support team members
## Support Learning Pathways
All the learning pathways we have in Support are listed [here](https://gitlab-com.gitlab.io/support/team/skills-by-subject). Each pathway contains a set of modules, and a module may reside in multiple pathways.
All the learning pathways we have in Support are listed [here](https://gitlab-support-readiness.gitlab.io/support-team/skills-by-subject.html). Each pathway contains a set of modules, and a module may reside in multiple pathways.
To create an issue for yourself with one of the module templates:
- Click on the module you want to pursue from the [Skills Catalog](https://gitlab-com.gitlab.io/support/team/skills-catalog) page
- Click on the module you want to pursue from the [Skills Catalog](https://gitlab-support-readiness.gitlab.io/support-team/skills-catalog.html) page
- Title it as ***Your Name*: *Module Name***
- Assign it to yourself
- Now you're all set to follow the instructions in the module!
......@@ -118,7 +118,7 @@ The GitLab Support pathway covers all platforms that we offer. In completing the
When these modules are complete:
1. Let your manager know that you are ready to [proceed to the appropriate on-call rotation training](#on-call-rotations).
1. With your manager, discuss how to describe your Area of Focus percentage in the [support-team.yaml page](https://gitlab.com/gitlab-com/support/team/-/blob/master/data/support-team.yaml), removing onboarding.
1. With your manager, discuss how to describe your Area of Focus percentage in the [support-team project](https://gitlab.com/gitlab-support-readiness/support-team), removing onboarding.
### License and Renewals Learning Pathway
......
......@@ -54,7 +54,7 @@ Note that everyone's needs are different, so consider the following as a list of
- Walk them through Zendesk and how to use it
- Answer any questions they have about the [ticket workflow handbook pages](/handbook/support/workflows/)
- Walk through your own process for choosing and answering tickets
- Talk about [setting salutations in signature](https://gitlab.com/gitlab-com/support/team/-/merge_requests?scope=all&utf8=%E2%9C%93&state=merged&search=salutation)
- Talk about [setting salutations in signature](https://gitlab.com/gitlab-support-readiness/support-team/-/wikis/Support-team-entry/Zendesk#zendesk-hash-object)
- Show them how to create a ticket pairing issue
- While trying to help them feel comfortable, we also want new SEs to develop the [low level of shame](/handbook/values/#low-level-of-shame) value by going out of their comfort zone. Stress that there are no stupid questions (maybe share the most recent "silly question" that you asked) and encourage them to ask questions in different public Slack channels
- Have them setup pairings with different subject matter experts when they feel stuck on a topic
......
......@@ -511,7 +511,7 @@ You can bulk edit tickets by:
US Government on-call support is provided 7 days a week between the hours of 0500 and 1700 Pacific Time for [severity one](https://about.gitlab.com/support/definitions/#severity-1) issues that arise with premium and ultimate customers who have purchased 12x5 US Gov support. Customers who have opted for the 24x7 ultimate for high and emergency coverage can page at any time.
The current on-call schedule can be viewed in [PagerDuty](https://gitlab.pagerduty.com/schedules#P89ZYHZ)(Internal Link), or in the [Support Team on-call page](https://gitlab-com.gitlab.io/support/team/oncall.html)(GitLab Employees only). The schedule is currently split into three, 8 hour shifts which roughly correlate with the dayshift, evening, and overnight team member hours:
The current on-call schedule can be viewed in [PagerDuty](https://gitlab.pagerduty.com/schedules#P89ZYHZ)(Internal Link). The schedule is currently split into three, 8 hour shifts which roughly correlate with the dayshift, evening, and overnight team member hours:
- Dayshift: 05:00 - 13:00 PT
- Evenings: 13:00 - 21:00 PT
......
......@@ -119,6 +119,6 @@ Method 2: Delete the top-level group `gpt` (or the unique name you've replaced a
Customers often ask for their GPT results to be reviewed as part of building out a Reference Architecture.
- Check [the GPT issues list](https://gitlab.com/gitlab-org/quality/performance/-/issues) if errors or issues .
- Ask for help from [support team members with GPT experience](https://gitlab-com.gitlab.io/support/team/skills-by-subject).
- Ask for help from [support team members with GPT experience](https://gitlab-support-readiness.gitlab.io/support-team/skills-by-subject.html).
- Alternatively reach out to the Quality Engineering - Enablement team who manage GPT over on the `#gitlab-performance-tool` channel on Slack.
- The [Reference Architecture group](/handbook/engineering/infrastructure/test-platform/self-managed-excellence/#reference-architectures) can also review the results as well as the environment as a whole on request. This can be done by asking the customer's CSM to raise an issue on the [Reference Architectures](https://gitlab.com/gitlab-org/quality/reference-architectures/-/issues) project with the `environment-review-request` template.
......@@ -55,7 +55,7 @@ Other Support Engineers are a great resource to help out with tickets. To get he
You can also do one or more of the following:
1. See if there is a [Support Pod]({{< ref "working-with-pods" >}}) that covers the area your ticket is in and ask one of the Pod members for help.
1. Ask an expert within Support. You can check the [Skills by Subject](https://gitlab-com.gitlab.io/support/team/skills-by-subject)
1. Ask an expert within Support. You can check the [Skills by Subject](https://gitlab-support-readiness.gitlab.io/support-team/skills-by-subject.html)
Support page to see who might have the skills to assist, or reach out
to the [Support Stable Counterpart]({{< ref "support-stable-counterparts" >}})
for the appropriate product area. Mention those
......@@ -198,7 +198,7 @@ If you encounter any problems, such as obtaining a timely response from Developm
- Create a Support [pairing session issue](https://gitlab.com/gitlab-com/support/support-pairing).
- [Support Workflows](/handbook/support/workflows/) to follow relevant troubleshooting workflow.
- [Support Documentation links](/handbook/support/#documentation) for quick references to helpful GitLab documentation.
- [Skills by Subject](https://gitlab-com.gitlab.io/support/team/skills-by-subject) to find a Support Engineer scoped to the skill set needed for help.
- [Skills by Subject](https://gitlab-support-readiness.gitlab.io/support-team/skills-by-subject.html) to find a Support Engineer scoped to the skill set needed for help.
- [DevOps Stages](/handbook/product/categories/#devops-stages) to find the right development or product team to reach out to.
- [Emergency runbooks](https://gitlab.com/gitlab-com/support/emergency-runbook/-/tree/master/.gitlab/issue_templates) with troubleshooting tips, even if not an emergency.
- See which [manager is on-call](https://gitlab.pagerduty.com/escalation_policies#PGNLUZ1) if guidance is needed on something urgent.
......
......@@ -8,9 +8,9 @@ category: References
The following internal pages provide a reference of Support team members who feel that they are knowledgeable and willing to assist with tickets in a particular area.
- [Areas of Focus](https://gitlab-com.gitlab.io/support/team/areas-of-focus)
- [Skills by Person](https://gitlab-com.gitlab.io/support/team/skills-by-person)
- [Skills by Subject](https://gitlab-com.gitlab.io/support/team/skills-by-subject)
- [Areas of Focus](https://gitlab-support-readiness.gitlab.io/support-team/area-of-focus.html)
- [Skills by Person](https://gitlab-support-readiness.gitlab.io/support-team/skills-by-person.html)
- [Skills by Subject](https://gitlab-support-readiness.gitlab.io/support-team/skills-by-subject.html)
Unlike the [GitLab Team page](/handbook/company/team/), team members listed here may or may not be [an expert](/handbook/company/structure/#expert) as defined in the Handbook. For example, they may be [working on a module](https://gitlab.com/gitlab-com/support/support-training/-/tree/main/.gitlab/issue_templates) but have not completed it. Additionally, some areas may not currently have a module, or the knowledge area is very specific, such as "GitLab.com SSO".
......@@ -18,10 +18,10 @@ Unlike the [GitLab Team page](/handbook/company/team/), team members listed here
At GitLab, we [avoid Direct Messages in Slack](/handbook/communication/#avoid-direct-messages). Therefore, use discretion when trying to locate a team member with specific knowledge. It is *almost always better* to send a message to one of the Support Slack channels, the relevant Stage/Group channel, a technology channel (for example, `#kubernetes`), or `#questions`. You can also check the [GitLab team page](/handbook/company/team/) for non-support team members who can help.
**NOTE:** When deciding whether to ping a team member, first consult the internal [Areas of Focus page](https://gitlab-com.gitlab.io/support/team/areas-of-focus), because team members allocate their time and expertise differently.
**NOTE:** When deciding whether to ping a team member, first consult the internal [Areas of Focus page](https://gitlab-support-readiness.gitlab.io/support-team/area-of-focus.html), because team members allocate their time and expertise differently.
### How to update your knowledge areas
Knowledge areas, skills, and Areas of Focus are maintained in the [`support-team.yaml`](https://gitlab.com/gitlab-com/support/team/-/blob/master/data/support-team.yaml) page.
Knowledge areas, skills, and Areas of Focus are maintained in the [your support-team project entry](https://gitlab.com/gitlab-support-readiness/support-team) page.
Consult the [gitlab-com/support/team project README](https://gitlab.com/gitlab-com/support/team/-/blob/master/README.md) for instructions on updating your entries.
Consult the [support-team project README](https://gitlab.com/gitlab-support-readiness/support-team/-/blob/master/README.md) for instructions on updating your entries.
......@@ -66,7 +66,7 @@ Go to the [My Assigned Tickets](https://gitlab.zendesk.com/agent/filters/3600623
- Have you paired with this Support Engineer on the ticket previously?
- Is this ticket a follow up of another ticket? Who was the previous assignee?
- Does the customer in question have an Assigned Support Engineer?
- Is there a [subject matter expert](https://gitlab-com.gitlab.io/support/team/skills-by-subject) for the topic in the ticket?
- Is there a [subject matter expert](https://gitlab-support-readiness.gitlab.io/support-team/skills-by-subject.html) for the topic in the ticket?
- Is there a [support stable counterpart](../support-stable-counterparts.md) for the topic in the ticket?
- To your knowledge, is there another Support Engineer that has a close working relationship with the customer?
- Do you have any insights on whether another Support Engineer might be interested on the topic of the ticket?
......
......@@ -70,7 +70,7 @@ Your responsibilities are as follows:
1. Triage and investigate customer tickets and Internal Requests that are announced in the `#support_ticket-attention-requests` Slack channel.
1. Establish ownership and assignment for starred tickets.
You can use [Support Team Skills by Subject](https://gitlab-com.gitlab.io/support/team/skills-by-subject) to find appropriate engineers to assign.
You can use [Support Team Skills by Subject](https://gitlab-support-readiness.gitlab.io/support-team/skills-by-subject.html) to find appropriate engineers to assign.
A very high percentage of starred tickets involve licenses and renewals. For guidance in handling these, please see the [Workflow for handling Plan/License Ticket Attention Requests](/handbook/support/license-and-renewals/workflows/managers_working_with_extensions).
......
......@@ -28,7 +28,7 @@ If the customer has not provided a plan, or it lacks the detail we need to suppo
1. The user provided information must include all of the [required information](https://about.gitlab.com/support/scheduling-upgrade-assistance/#what-information-do-i-need-to-schedule-upgrade-assistance).
- If there is missing, incomplete, or erroneous information the ticket assignee should highlight the deficiencies and provide any insight that may be helpful to correcting them to the user.
- The ticket assignee may opt to use the `Upgrade Request Missing Info` macro in Zendesk to request for missing information.
1. (Optional) When the required information has been collected, the assignee can reach out to any of the folks with an `Upgrade` or `Upgrade Assistance` focus on the [Skills by Subject](https://gitlab-com.gitlab.io/support/team/skills-by-subject) page to pair or offer insight asynchronously.
1. (Optional) When the required information has been collected, the assignee can reach out to any of the folks with an `Upgrade` or `Upgrade Assistance` focus on the [Skills by Subject](https://gitlab-support-readiness.gitlab.io/support-team/skills-by-subject.html) page to pair or offer insight asynchronously.
Based on the region, consult one of the following trackers to determine who to ask.
- [AMER Upgrade Assistance Request Tracker](https://gitlab.com/gitlab-com/support/support-team-meta/-/issues/3789)
- [EMEA Upgrade Assistance Request Tracker](https://gitlab.com/gitlab-com/support/support-team-meta/-/issues/3562) (deprecated, Check within your SGG)
......
......@@ -114,7 +114,7 @@ To discuss a macro (but not actually action on anything), use a support-team-met
### Support Team page requests
For changes to the support team page, you would file an issue in the
[support/team issue tracker](https://gitlab.com/gitlab-com/support/team/-/issues/new).
[support-team-meta issue tracker](https://gitlab.com/gitlab-com/support/support-team-meta/-/issues/new).
Once the issue is created, Support Operations will work the issue. They may
create new issues or move the original request as needed.
......@@ -182,7 +182,7 @@ graph TD;
OpsWorksIssue["Support Ops works issue from there, making new ones as needed"];
ZendeskMacros["Create an issue in the macros project"];
ZendeskUsGovernment["Create an issue in the zendesk-us-government project"];
SupportTeam["Create an issue in the support/team project"];
SupportTeam["Create an issue in the support-team project"];
```
### Helpful links
......@@ -195,5 +195,4 @@ graph TD;
- [macros issue tracker](https://gitlab.com/gitlab-com/support/support-ops/zendesk-global/macros/-/issues/new)
- [zendesk-us-government issue tracker](https://gitlab.com/gitlab-com/support/support-ops/zendesk-us-federal/-/issues/new)
- [zendesk-us-government macros issue template](https://gitlab.com/gitlab-com/support/support-ops/zendesk-us-federal/-/issues/new?issuable_template=Macros)
- [support/team issue tracker](https://gitlab.com/gitlab-com/support/team/-/issues/new)
- [support-ops-project issue tracker](https://gitlab.com/gitlab-com/support/support-ops/support-ops-project/-/issues/new)
......@@ -10,7 +10,7 @@ last-reviewed: 2024-05-23
As a support engineer, there are several things you can personalize in Zendesk. For example, during your onboarding you are guided to update your profile picture. There are aspects things you can modify by editing your support-team yaml entry. This page describes what items you can personalize, and how to change them.
For more information about the Zendesk fields that are editable via the support-team.yaml, see the [support team wiki](https://gitlab.com/gitlab-com/support/team/-/wikis/Zendesk).
For more information about the Zendesk fields that are editable via the support-team.yaml, see the [support team wiki](https://gitlab.com/gitlab-support-readiness/support-team/-/wikis/Support-team-entry/Zendesk).
### Display name
......@@ -18,7 +18,7 @@ By default, your display name in Zendesk will be `Firstname Lastname`. You can
To change your display name to use an alias:
1. Edit your [support-team.yaml](https://gitlab.com/gitlab-com/support/team/-/blob/master/data/agents/) page.
1. Edit your [support-team project entry](https://gitlab.com/gitlab-support-readiness/support-team/-/tree/master/data/agents) page.
2. Find the section for the instace of Zendesk you want to update (`main` for Global or `us-federal` for US Government).
3. Update the `alias` line to the name you would like to use as an alias.
......@@ -32,7 +32,7 @@ Be aware that there are other ways that your name may be displayed to customers
By default, your GitLab handle will not be shown in your Zendesk Signature. You can choose to have it displayed if you prefer, as follows:
1. Edit your [support-team.yaml](https://gitlab.com/gitlab-com/support/team/-/blob/master/data/agents/) page.
1. Edit your [support-team project entry](https://gitlab.com/gitlab-support-readiness/support-team/-/tree/master/data/agents) page.
2. Find the section for the instace of Zendesk you want to update (`main` for Global or `us-federal` for US Government).
3. Update the `show_in_signature:, gitlab_handle:` section from `false` to `true`.
......
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