Monitor:Respond Weekly Update - W11 - Mar-13-2023
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Highlights
- HIGHLIGHT: We've rolled out the
/gitlab incident declare
slash command for slack on GitLab.com in Open Beta! - The technical breakdown for Self-Monitoring removal is complete. This feature will be removed in %16.0, along with Metrics.
- HIGHLIGHT: A paying customer shared their insights and needs related to Service Desk with @kbychu. See customer quotes below for insights on feature usage & value, and their hopes & needs.
- HIGHLIGHT: Native attachments for Service Desk emails has been enabled globally for GitLab.com by @msaleiko from sectionseg. Congrats on the launch!
- Tables are now parsed correctly in HTML-only emails. gitlab-org/gitlab#372301 (closed)
- HIGHLIGHT: @rkadam3 became backend maintainer for https://gitlab.com/gitlab-org/gitlab!
- @kbychu is now Product Manager for the team, we are excited to work with him!
- 15.11 planning is taking shape after the realignment. We have goals for the milestone: #206 (closed)
- @treagitlab published extensive documentation on running E2E tests for Respond features.
Quotes about Service Desk from a Premium customer
A paying customer shared their insights and needs related to Service Desk with @kbychu.
- Usage: "We use Service Desk as a way by which our users can actually raise issues with the development team. We can then have internal comments from developers. And then we can get back to client, ask for more information, etc. All that's recorded in one place."
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Value:
- "One of the motivations of choosing GitLab was that it had a Service Desk. It was important to us because it allowed us to get rid of something else. If you don't watch it, you end up with 10 tools."
- "To actually see what the users say and what the coder said and what the tester said in one place is tremendously powerful."
- Hopes: "We had big hopes Service Desk was going to have more work put into it, which sadly hasn't really happened."
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Needs:
- "When an email comes in, you can't get the original email back. You lose formatting, images, attachments."
- "Dealing with external people, the ability to do things like put company logos in properly."
- "The ability for users to click on a link and see the ticket, without it costing me a GitLab seat."
- "Having a proper API so that we can integrate it with other things, without sending stealthy emails. At the moment you can't open a service desk issue via the API."
Source: Dovetail (internal)
Engineering
frontend, 90% of backend)
Capacity: 90% (90% of
-
frontend: max of 2 engineers, 5 days in week
9(days) = 10(days) - 1(PTO)
-
backend: max of 4 engineers, 5 days in week
18(days) = 20(days) - 2(PTO)
Data from: Monitor:Respond Group Calendar, via Google App Scripts
Contributions on: 67 merge_requests, 33 issues, 2 epics
Contributions span from 2023-03-06 to 2023-03-12.
grouprespond contributions:
epics opened (1) |
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Monitor:Self-Monitoring Deprecation and Removal (gitlab-org&10030 - closed) typemaintenance |
Other contributions:
epics commented on (1) |
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Ruby 3.2 (gitlab-org&9684) |
typefeature work
15.10 focus area distribution: 43%
According to the 15.10 planning issue
43% typefeature | 21% typeignore | 21% typebug | 7% unlabeled | 7% typemaintenance |
---|---|---|---|---|
50% featureaddition 33% featureenhancement 17% unlabeled |
100% unlabeled | 67% bugux 33% unlabeled |
100% unlabeled | 100% unlabeled |
According to gitlab-org
milestone/group labels
45% typefeature | 20% typeignore | 15% typebug | 10% typemaintenance | 10% unlabeled |
---|---|---|---|---|
44% unlabeled 33% featureenhancement 22% featureaddition |
100% unlabeled | 67% bugux 33% bugfunctional |
100% unlabeled | 100% unlabeled |
Product
15.10 progress summary: ~48% complete
Feature grouping is defined by the h3
headers in the 15.10 planning issue.
75% of _Self-monitoring_ 5% of _Service Desk_ 56% of _%15.9 Rollover (in-flight items)_ 0% of _Planned Maintenance_ 33% of Metrics |
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100% of planned typemaintenance work | 34% of planned typefeature work | 60% of planned typebug work | 25% of planned typeignore work | 100% of planned unlabeled work |
---|---|---|---|---|
100% of planned unlabeled work | 76% of planned featureaddition work 70% of planned unlabeled work 0% of planned featureenhancement work |
75% of planned bugux work 0% of planned unlabeled work |
25% of planned unlabeled work | 100% of planned unlabeled work |
15.10 progress detail
Feature grouping is defined by the h3
headers in the 15.10 planning issue.
Self-monitoring - 75% complete
Issue | Status | ~% Complete |
---|---|---|
In-product shows Self-Monitoring is deprecated (gitlab-org/gitlab#353145 - closed) Type: typemaintenance Domains: backend frontend UX Possible action items required- check for missing subtype label |
@rkadam3 NO ASSIGNED FRONTEND ENGINEER workflowin dev Merged MRs (2): gitlab-org/gitlab!113053 (merged), gitlab-org/gitlab!113480 (merged) |
100% |
Technical Breakdown for Monitor: Self-Monitorin... (#112 - closed) Type: typeignore Domains: Possible action items required- check for missing subtype label- check if MR is stalled - MR is open & green but is not in review. Add alternate technical breakdown for removals (!31 - merged) |
@rkadam3 workflowin dev Reviewed/stalled MRs (1): !31 (merged) |
0% |
Service Desk - 5% complete
Issue | Status | ~% Complete |
---|---|---|
Improvements for Incoming Email feature (Mailro... (gitlab-org/gitlab#391859 - closed) Type: typefeature featureaddition Domains: documentation Possible action items required- check for missing domain labels - bothbackend and frontend are absent |
@msaleiko NO ASSIGNED RESPOND ENGINEER workflowin dev |
5% |
%15.9 Rollover (in-flight items) - 56% complete
Planned Maintenance - 0% complete
Issue | Status | ~% Complete |
---|---|---|
Service Desk config errors visible to non-admins (gitlab-org/gitlab#384530) Type: typefeature featureenhancement Domains: frontend UX Possible action items required- check workflow label for accuracy - workflow label is absent |
NO ASSIGNED ENGINEER workflowready for development |
0% |
Service Desk new email address style does not a... (gitlab-org/gitlab#390619) Type: typebug bugux Domains: UX Possible action items required- check for missing domain labels - bothbackend and frontend are absent- check workflow label for accuracy - workflow label is absent |
NO ASSIGNED ENGINEER workflowready for development |
0% |
Metrics - 33% complete
Issue | Status | ~% Complete |
---|---|---|
Technical Breakdown for Monitor: Metrics Removal (#109 - closed) Type: typeignore Domains: backend frontend Possible action items required- check for missing subtype label- check if MR is stalled - MR is open & green but is not in review. Add alternate technical breakdown for removals (!31 - merged) |
@syasonik @psjakubowska workflowin dev Reviewed/stalled MRs (1): !31 (merged) |
0% |
Technical Breakdown for Embed Grafana panels in... (#202 - closed) Type: Domains: Possible action items required- check for missing type label- check for missing subtype label - check for missing domain labels - both backend and frontend are absent |
NO ASSIGNED ENGINEER workflowready for development Reviewed/stalled MRs (1): !31 (merged) |
100% |
Other tasks picked up along the way
Employee initiatives (12)
Issue | Status | ~% Complete |
---|---|---|
Failure in browser_ui/8_monitor/alert_managemen... (gitlab-org/gitlab#390794 - closed) Type: typemaintenance Domains: Quality Possible action items required- check for missing subtype label- check workflow label for accuracy - workflow label is absent |
@treagitlab workflowready for development |
100% |
Monitor:Respond Weekly Update - W9 - Feb-27-2023 (#204 - closed) Type: typeignore Domains: Possible action items required- check for missing subtype label- check workflow label for accuracy - workflow label is absent |
@francoisrose workflowready for development |
0% |
Monitor:Respond Weekly Update - W10 - Mar-06-2023 (#205 - closed) Type: typeignore Domains: Possible action items required- check for missing subtype label- check workflow label for accuracy - workflow label is absent |
@francoisrose workflowready for development |
0% |
Native attachments for Service Desk emails (gitlab-org/gitlab#11733 - closed) Type: typefeature Domains: backend Possible action items required- check for missing subtype label |
@msaleiko NO ASSIGNED RESPOND ENGINEER workflowverification |
95% |
Minimize loading state in boards (gitlab-org/gitlab#385337 - closed) Type: typefeature featureenhancement Domains: UX |
@oksana.kyrylchuk NO ASSIGNED RESPOND ENGINEER workflowproduction |
100% |
[Feature flag] Rollout of `service_desk_new_not... (gitlab-org/gitlab#386860 - closed) Type: typefeature Domains: Possible action items required- check for missing subtype label- check workflow label for accuracy - workflow label is absent |
@msaleiko @oleh.maniavskiy-ext NO ASSIGNED RESPOND ENGINEER workflowready for development |
0% |
[Feature flag] Rollout of `incident_event_tags` (gitlab-org/gitlab#387647 - closed) Type: typefeature featureaddition Domains: Possible action items required- check workflow label for accuracy - workflow label is absent |
@psjakubowska workflowready for development |
2% |
[Feature flag] Rollout `service_desk_html_to_te... (gitlab-org/gitlab#389822 - closed) Type: typefeature featureenhancement Domains: Possible action items required- check workflow label for accuracy - workflow label is absent |
@splattael workflowready for development |
2% |
Group controls into a single ellipsis (⋮) dropdown (gitlab-org/gitlab#390585 - closed) Type: typefeature Domains: frontend documentation UX Possible action items required- check for missing subtype label |
@msedlakjakubowski @yfaievskyi-ext NO ASSIGNED RESPOND ENGINEER workflowverification |
100% |
Add a pagerduty icon as an option for relating ... (gitlab-org/gitlab#393261) Type: typefeature Domains: backend frontend Possible action items required- check for missing subtype label |
NO ASSIGNED ENGINEER workflowready for development |
0% |
HTML not parsed in Service Desk (gitlab-org/gitlab#372301 - closed) Type: typebug bugfunctional Domains: backend |
@splattael workflowverification |
95% |
Monitor:Respond Weekly Update - W8 - Feb-20-2023 (#203 - closed) Type: Domains: Possible action items required- check for missing type label- check for missing subtype label - check workflow label for accuracy - workflow label is absent |
@syasonik @francoisrose workflowready for development |
100% |
Community contributions (1)
Issue | Status | ~% Complete |
---|---|---|
Address timeline bugs in small viewports (gitlab-org/gitlab#389309 - closed) Community contribution Type: typebug bugux Domains: frontend UX |
@Mughees_ workflowin review |
70% |
🔗 Links
- Current Planning Issue
- Async Retrospectives
- Internal dogfooding adoption (chart)
- Dogfooding by feature (table)
- Support Help Requests
- Ops Department Status Updates
cc @kbychu
Generated by the weekly_update script in gitlab-org/monitor/respond. To generate a new update issue, trigger the scheduled pipeline called Generate detailed weekly update issue
.
Edited by François Rosé