Customers Console Module - Sokunrotanak Srey
Overview
Your manager's approval must be obtained before starting this module.
Requirements:
-
Basic Ruby, Ruby on Rails and Ruby Interactive Shell knowledge are minimum requirements as all work is done in production Rails console environments. -
Completion of Growth training.
Goal: This mini-module is meant to provide guidance on getting started with customers portal console.
Objectives: At the end of this module, you should be able to:
- follow console related requests.
- resolve Support Engineer Escalations related to Customers Portal through common console related requests.
Start with Stage 1. Stages 2 and 3 can be done simulatenously, but first:
-
After obtaining approval, assign yourself and your trainer to this issue. -
Open an access request to request access to ssh GitLab Customer Server
. -
Make note of the instructions for accessing the customers portal production console. -
Optional: Set milestones, if applicable, and a due date to help motivate yourself!
Stage 1: Get primed and ready
-
Done with Stage 1
-
Have an existing Owner add you to the gitlab-com/support/customers-console
group as anOwner
so that you are a direct member. -
Subscribe to new and/or merge merge requests for support console project. -
Subscribe to the following labels (if not subscribed to dotcom-internal project):
Stage 2: Related reading and resources
-
Done with Stage 2
- Review these resources:
-
Customers console function list. Recommend bookmarking this one. -
Review the Customer flow and System integrations with focus on the different systems that communication with the customers portal.
-
-
Review the customers portal database structure to get a better understanding of how things are connected. - Review these customers portal issues to get a better understanding of what is often asked and how to troubleshoot.
Stage 3: Working on issues
-
Done with Stage 3
When taking any action, remember to copy and paste your console commands output to record what's been done. If needed, create an issue to record your actions. Read-only actions don't necessarily need to be recorded, but any change actions do.
-
Pair on internal issues that require console access. Create a pairing session and link it here. - Pairing:
-
Answer 3 internal issues that require console access and paste the links here. Remember to paste the commands you run (and output if needed) as a comment in the issue.
Penultimate Stage: Review
Any updates or improvements needed? If there are any dead links, out of date or inaccurate content, missing content whether in this module or in other documentation, list the needed updates below as tasks for yourself!
-
Update ...
Final Stage: Completion
-
Have your manager review this issue. -
Manager: schedule a call (or integrate into 1:1) to review how the module went once you have reviewed this issue. -
Once complete, add this module to the list of training you have completed!