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Cross-platform training - SaaS - MikeL

module-name: "cross-platform-training"
area: "Customer Service"
maintainers:
  - cynthia

Overview

Goal: Given a familiar problem, you will know how to gather the information necessary to troubleshoot.

Objectives: At the end of this module, you should:

  • know where to look for logs.
  • know what information you need to ask a customer for.
  • be able to troubleshoot issues for familiar problems on the platform you weren't familiar with.

Some additional context: The emphasis of this training is to be able to solve problems you already know how to solve, except on the platform (Self-managed or SaaS) which you may not be (as) familiar with. You are not expected to be solving new types of problems.

Stage 0: Create and commit to the module

  1. Create an issue using this template by making the Issue Title: Cross-platform training - -
  2. Remove the Stage 1 that doesn't apply below. For example, if you need to learn SaaS, remove the "Stage 1b: Self-managed version".
  3. Choose a trainer by finding a team member who is familiar with the platform that you need to learn more about, is familiar with at least 1 area that you're also knowledgeable in, and overlaps at least a half day in work hours.
  4. Add yourself and your trainer as the assignees.
  5. Set a Due Date to help keep you on track. Suggested: 2 weeks.
  6. Ping your manager to let them know you've started.

Stage 1a: SaaS (GitLab.com) version

  1. Open an issue for the GitLab.com SaaS Basics training: link
  2. Remove Stage 4, 5, and 6 or mark them as "N/A".
  3. The focus of the training is on Stage 3, so in Stage 2, optionally mark any task that requires you to complete a ticket or issue with a hyphen [-].
  4. Complete the training by the due date.

Stage 2: Tickets & Pairings

When working on tickets, make sure to refile them (Form, Problem Type) if needed to ensure they show up in the correct Area of Focus ZenDesk views.

  1. Recommend but optional: To find tickets in topics that you're familiar with, consider creating a personal ZenDesk view that filters by Problem Type (topic) and Form.

  2. Complete 5 pairing sessions with a Support Engineer who is focused on the platform you're training for. They should be with at least 2 different individuals. Include the topic you focused on.

    1. Topic: Kibana searches link https://gitlab.zendesk.com/agent/tickets/264438
    2. Topic: Docker-in-Docker link https://gitlab.zendesk.com/agent/tickets/265645
    3. Topic: Enterprise User verification link https://gitlab.zendesk.com/agent/tickets/268371
    4. Topic: Kibana searches link https://gitlab.zendesk.com/agent/tickets/271050
    5. Topic: SSH from Docker shared runners link https://gitlab.zendesk.com/agent/tickets/272754

  3. List 5 tickets below that you've assigned yourself to and intend to work through to completion where the platform (ZenDesk Form) is the platform you're training for.

    1. https://gitlab.zendesk.com/agent/tickets/226328 (SAST/DAST configuration)
    2. https://gitlab.zendesk.com/agent/tickets/226214 (username ending in mimetype - is this actually SaaS?)
    3. https://gitlab.zendesk.com/agent/tickets/232166 (Group membership with SAML)
    4. https://gitlab.zendesk.com/agent/tickets/232338 (project removal)
    5. https://gitlab.zendesk.com/agent/tickets/264438 (Python package registry authentication)

Stage 3: Takeaways

  1. List 1-5 takeaways from this module. These could include things that stood out, things you learnt that you believe are crucial to keep in mind, things that everyone should know, etc.
    1. Ask before using your Auditor account to look at a customer's projects (or Admin, especially to Impersonate, which will alert GitLab SecOps)
    2. Slack /chatops run oncall is very helpful, especially when you need it during emergencies (Self-Managed, as well as SaaS)
    3. There's an Audit function which can be helpful to see what was done to a group/project
    4. Searching for SAML Group Link: use the Settings > SAML Group Link for each group / subgroup in the path to the project under consideration
    5. The Correlations dashboard in the gitlab logs will search across the different logs by correlationid. Fantastic to give an overview of all the parts involved in a request.

Penultimate stage: "Sharing is caring"

  1. Post your takeaways as a comment in:
  2. Read over at least 1 other engineer's takeaways, and react with an emoji and/or comment.
  3. Are there improvements to be made? Submit a MR, assign your manager or training, and add @cynthia as a reviewer. If not, check off this task to indicate you thought about it.

Final stage: Completion

  1. Open the tracking spreadsheet at the top of epic 138, and add the link to this issue in the column that you're training for next to your name. For example, if you finished learning about GitLab.com (SaaS), put it in the SaaS column.
  2. Let your manager know you've completed using whichever communication method you'd like so they can complete the next item.
  3. Manager: Please acknowledge you're reviewed this issue by adding a comment on the issue and closing it.
Edited by Ket Slaats