Provide SaaS Support Engineers Access to incoming#@gitlab.com (Service Desk Spam)
Problem
Our Service Desk Troubleshooting Workflow includes reaching out to #production
on Slack so that an SRE can check the incoming
GSuite mailbox. This has proven to not be efficient and passes through many hands, and in an effort to further reduce reliance on infra, it may more efficient to allow Support Engineers access to this inbox to check on potential Service Desk spam issues or rule them out as part of the troubleshooting process.
Proposal
- Option 1: If the access exists in 1Password, move the credentials to a the shared vault for Support
- Option 2: Allow Senior Support Engineers to submit access requests to limit access to this inbox
Relevant Issues:
- https://gitlab.com/gitlab-com/gl-infra/infrastructure/-/issues/12879
- gitlab-org/gitlab#327251 (closed)
Post-discussion to-do items
-
Update support/workflows/service_desk_troubleshooting.html.md to better reflect what we should be doing to handle Service Desk issues -
Elaborate on how Service Desk is configured on GitLab.com so that we can come up with a more defined workflow, if necessary.
Edited by Katrin Leinweber (GTLB)