Service Desk Triage/Workflow Blog Post and Example

Problem

Workflow automation is critical for service desk use cases. We intend to address them holistically in gitlab-org&10458. However, the lack of some basic workflows, such as the ability to re-open a closed ticket, is blocking adoption.

Proposal

We plan to tackle workflows, and potential specific, default workflows. In the meantime, we can improve documentation by providing examples on how to use existing GitLab tools, such as the triage bot to enable users to solve these problems.

• Create an example service desk project
  • Created 2 projects, 1 for the triage config, 1 for the Service Desk
  • Created 1 porject hosting both a Service Desk and the triage config
  • https://gitlab.com/gitlab-examples/ops/service-desk-triage/service-desk
  • https://gitlab.com/gitlab-examples/ops/service-desk-triage/triage
• Solve the following use cases using https://gitlab.com/gitlab-org/ruby/gems/gitlab-triage
  • Reopen the issue if latest note is after closed date and apply a reopened label - see #262 (comment 1492150383)
  • Automatically label something based on a specific content - see #262 (comment 1489335956)
• Document what we did to enable the triage gem in the readme
  • https://gitlab.com/gitlab-examples/ops/service-desk-triage/service-desk/-/blob/main/README.md
• Record a demo showcasing the above
  • https://www.youtube.com/watch?v=4Ti92cuA7-8

Later:

• Follow up with a blog post.