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Manage:Auth Support ticket analysis

Trying to see impact of Support Priority and Support Efficiency fixes: https://gitlab.com/gitlab-org/gitlab/-/issues/?sort=milestone_due_desc&state=closed&label_name%5B%5D=Support%20Efficiency&label_name%5B%5D=group%3A%3Aauthentication

Goal: 10% of feature weight

Note: All issues listed are Support Efficiency

Format:

  • Heading: milestone | goal weight
  • list of issues: weight, if it's a "Support Priority", type if not feature, type of contribution if applicable, link, and number of ZenDesk tickets mentioning the issue

Value estimate (internal): #17628 (comment 1438891603)

15.7 | W4

  1. W3 Allow gitlab.com Group Owners to obtain users' ... (gitlab-org/gitlab#26068 - closed) | ZD: 32
  2. W3 Support Priority Allow group owners to disable 2FA for individua... (gitlab-org/gitlab#372401 - closed) | ZD: 7 (however we used a different issue for a long time)
  3. W2 typebug SAML/SCIM API :uid parameter unable to handle p... (gitlab-org/gitlab#378937 - closed) | ZD: 4

ZD total: 43+

For Allow gitlab.com Group Owners to obtain users' ... (gitlab-org/gitlab#26068 - closed) we've seen a marked decrease in internal (console/admin API) requests related to the issue 📉

  • mid-March until mid-Dec 2022 (9 months): 12+ requests
  • mid-Dec 2022 to mid-Apr 2023 (4 months): 2 requests, which auto-claim will fix because they can only get "enterprise users" right now

(We never tagged the requests or tied them to the specific issue, so the numbers are not "exact", hence the "12+".)

15.8 | W3

  1. W3 typebug Group owner cannot remove their group from a pr... (gitlab-org/gitlab#251137 - closed) | ZD: 7

15.9 | W4

  1. W3 Check User and Group Create Date when Claiming ... (gitlab-org/gitlab#385785 - closed) | ZD: 0, Enterprise Users related

15.10 | W3

  1. W3 typebug Show SAML status badge for members in subgroups... (gitlab-org/gitlab#11870 - closed) | ZD: 7
  2. W2 Email confirmation link for SAML/SCIM provision... (gitlab-org/gitlab#298753 - closed) | ZD: 21

Total: 28

15.11 | W5

  1. W2 typebug [Bug] Logged out SSO users being redirected to ... (gitlab-org/gitlab#404564 - closed) | ZD: 10 tags:com_incident_8659

16.0 | W5

  1. W3 Decouple Domain Verification and Pages Wizard (gitlab-org/gitlab#375492 - closed) | ZD: 7, Enterprise Users related
  2. W3 Community contribution Decouple Domain Verification and Pages Wizard (gitlab-org/gitlab#375492 - closed) | ZD: 9, Enterprise Users related
  3. W1 Keep SAML Identity when deprovisioning via SCIM (gitlab-org/gitlab#379149 - closed) | ZD: 1, Enterprise Users related
  4. W1? typebug Support Team Contributions Free namespace still showing as taken. (gitlab-org/gitlab#215874 - closed) | ZD: 83
  5. W5 Support Priority Allow password reset email to be sent to any ve... (gitlab-org/gitlab#16311 - closed) (enabled 2023-05-17) | ZD: 695

Total (aside from 16311): 120

16.1 | W3

  1. W2 typebug Clicking edit button on Domain Verification pag... (gitlab-org/gitlab#412233 - closed) | ZD: 3, Enterprise Users related

16.2 | W0

  1. W3 Support Priority Automatically delete unverified unconfirmed use... (gitlab-org/gitlab#352514 - closed) (enabled 2023-07-12) | ZD: 58 | Deleted more than 320,000 user accounts
  2. W2? Support Team Contributions Expose new enterprise attributes via Users API (gitlab-org/gitlab#416657 - closed) | ZD: 0, Enterprise Users, for internal use

16.3 | W0

  1. W3 Self-managed SAML - bypass 2 factor authenticat... (gitlab-org/gitlab#196131 - closed) | ZD: 20
  2. W3 typebug Missing attributes in JIT provisioning throws w... (gitlab-org/gitlab#396696 - closed) | ZD: 29

16.4 | W0

  1. none

16.5 | W0

  1. W1 Community contribution Allow Group owners to delete user's SAML identi... (gitlab-org/gitlab#387971 - closed) and Allow Group owners to delete user's SCIM identi... (gitlab-org/gitlab#423592 - closed) | ZD: 0 | Internal request: 1
  2. W2 typebug Support Team Contributions Missing field - Provider ID - on User Identitie... (gitlab-org/gitlab#416579 - closed) | ZD: 1

groupauthentication only below 👇

16.6 | W0

  1. W32 (total) Enterprise Users Auto-claim epic Automatic claims of enterprise users: Claim use... (gitlab-org&9675 - closed) | ZD:
  2. W2 Members API update: Allow Group Owners to obtai... (gitlab-org/gitlab#391453 - closed) Enterprise Users | ZD:

16.7 | W0

Edited by Alvin Gounder