Monitor:Respond Weekly Update - W32 - Aug-07-2023
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Current team focus
Our product focus is on Service Desk. We are introducing a new Work Item type called Ticket to replace Service Desk issues. We are also modernizing the Service Desk issue list.
We are also doing clean-up work on the backend following the removal of Metrics in 16.0.
Milestone plan: Service Management:Respond 16.3 Planning issue (#245 - closed)
Highlights
- HIGHLIGHT: Service Desk was called out by Sid in #ceo (internal) as an integral part of the company's long-term mission and vision: "Our mission and vision are still the same. [...] we set our sights on becoming the AllOps Platform. I envision a future in which GitLab drives even more value for customers through enhanced security, ModelOps, and ServiceDesk offerings."
- The new Service Desk issue list is available for testing on staging, with working search, as well as some UI improvements - example
- The first version of a project plan for Service Desk Ticket Work Item is ready
- We're helping the CES team improve the automated triaging for their Service Desk: gitlab-org/gitlab#421217 (closed)
- HIGHLIGHT: Our FY24-Q3 OKRs are now in GitLab
- We are 50% (4/8) done with Pajamas dropdown migrations, which is the target for each group in Q3 - see Dashboard for Respond and Development OKR
- We submitted a proposal for a team offsite: #261 (closed)
- A couple of community contributions were merged this week: gitlab-org/gitlab!126530 (merged), gitlab-org/gitlab!129061 (merged), gitlab-org/gitlab!128837 (merged)
- We've merged multiple MRs to remove backend code following the removal of this feature in 16.0
Stats
Going into the week
Capacity: 83% (70% of frontend, 90% of backend)
For the week of Monday, 2023-08-14.
Data from: Monitor:Respond Group Calendar, via Google App Scripts
Error budget: 
See: gitlab-org/gitlab#420129 (closed)
Data from: Respond error budget dashboard, Respond error budget detail
1 Rollover issues from %16.1
%16.1 rollover:
-
Improve performance of inferring policy class w... (gitlab-org/ruby/gems/declarative-policy#30)
splattael
Data from: GitLab REST API. Contains open issues which are in a prior milestone & assigned to a grouprespond engineer.
16.3 focus area distribution
| 47% typemaintenance | 39% typefeature | 8% typebug | 5% w/o type |
|---|---|---|---|
| 44% maintenancerefactor 39% maintenanceremoval 6% w/o sub-type 6% maintenancepipelines 6% maintenancedependency |
73% featureenhancement 13% w/o sub-type 13% featureaddition |
67% bugavailability 33% bugux |
100% w/o sub-type |
| 34% w/o epic | 24% Monitor: Metrics Deprecation and Removal (gitlab-org&10107) | 18% Service Desk: Migration to Work Items (gitlab-org&10772) | 8% Improve Service Desk List (gitlab-org&10706) | 3% Customize Service Desk to reflect our business,... (gitlab-org&1991) | 3% Prometheus Clean Up (gitlab-org&6596) | 3% 16.0 Monitor Stage Removal (gitlab-org&7783) | 3% Incident Tag MVC (gitlab-org&8741) | 3% Ruby 3: Post-release tasks (gitlab-org&9635) | 3% Participants in Service Desk (gitlab-org&3758) |
|---|---|---|---|---|---|---|---|---|---|
| 54% w/o eng label 38% backend 8% backend frontend |
56% backend frontend 44% backend |
57% w/o eng label 43% backend |
33% backend frontend 33% w/o eng label 33% frontend |
100% backend frontend | 100% backend frontend | 100% backend frontend | 100% backend frontend | 100% backend | 100% w/o eng label |
End of week progress snapshot
~63% complete of 16.3 scheduled work
- 73% - of scheduled issues from epic: Service Desk: Migration to Work Items (gitlab-org&10772)
- 63% - of scheduled issues without an epic
- 67% - of scheduled issues from epic: Improve Service Desk List (gitlab-org&10706)
- 17% - of scheduled issues from epic: Service Desk Custom Email Address (gitlab-org&11175)
- 0% - of scheduled issues from epic: Participants in Service Desk (gitlab-org&3758)
- 79% - of scheduled issues from epic: Monitor: Metrics Deprecation and Removal (gitlab-org&10107)
- 60% - of scheduled issues from epic: Ruby 3: Post-release tasks (gitlab-org&9635)
- 0% - of scheduled issues from epic: Incident Tag MVC (gitlab-org&8741)
- 70% - of scheduled issues from epic: 16.0 Monitor Stage Removal (gitlab-org&7783)
- 80% - of scheduled issues from epic: Prometheus Clean Up (gitlab-org&6596)
Percentage is a rough estimate and could be quite wrong. The calculation codifies @syasonik's mental model for ~% completion, based on workflow labels, open MRs, and domain labels.
More info...
Service Desk: Migration to Work Items - 73% complete
Standalone issues - 63% complete
Improve Service Desk List - 67% complete
Service Desk Custom Email Address - 17% complete
| Issue | Status | ~% Complete |
|---|---|---|
|
Follow-up: Add logging to custom email address ... (gitlab-org/gitlab#415594 - closed) Type: typefeature featureenhancement Domains: |
@msaleikoNo grouprespond assignee workflowready for development |
0% |
|
Follow-up: Only use ServiceResponse from Update... (gitlab-org/gitlab#415593) Type: typemaintenance maintenancerefactor Domains: |
@msaleikoNo grouprespond assignee workflowready for development |
0% |
|
Configurable e-mail address for service desk (gitlab-org/gitlab#329990 - closed) Type: typefeature Domains: backend frontend documentation UX Possible action items required- check for missing subtype label |
@msaleikoNo grouprespond assignee workflowin dev |
25% |
Participants in Service Desk - 0% complete
| Issue | Status | ~% Complete |
|---|---|---|
|
Get an overview of `issue_email_participants` a... (gitlab-org/gitlab#411857 - closed) Type: Domains: |
@msaleikoNo grouprespond assignee workflowready for development |
0% |
Monitor: Metrics Deprecation and Removal - 79% complete
Ruby 3: Post-release tasks - 60% complete
| Issue | Status | ~% Complete |
|---|---|---|
|
Clean up RuboCop cops after Ruby 3 release (gitlab-org/gitlab#389422 - closed) Type: typemaintenance maintenancepipelines Domains: backend |
@splattaelworkflowin review Relevant MRs: (1) In review MRs (1): gitlab-org/gitlab!126179 (merged) |
60% |
Incident Tag MVC - 0% complete
| Issue | Status | ~% Complete |
|---|---|---|
|
Clean up presentation of items in incident high... (gitlab-org/gitlab#360009 - closed) Type: typefeature featureenhancement Domains: backend frontend UX documentation database Possible action items required- check workflow label for accuracy - actual is workflowin dev, but there are open MRs |
@tristan.readworkflowin review Relevant MRs: (1) Reviewed/stalled MRs (1): gitlab-org/gitlab!109293 (closed) |
0% |
16.0 Monitor Stage Removal - 70% complete
| Issue | Status | ~% Complete |
|---|---|---|
|
Monitor Stage Deprecations: Remove Metrics from... (gitlab-org/gitlab#351390) Type: typemaintenance Domains: backend frontend documentation Possible action items required- check for missing subtype label |
@psjakubowskaNo backend assignee workflowin dev Relevant MRs: (2) Draft MRs (1): gitlab-org/gitlab!121821 (closed) Merged MRs (1): gitlab-org/gitlab!118218 (merged) |
70% |
Prometheus Clean Up - 80% complete
Contributions on: 31 issues, 61 merge_requests, 2 epics
Contributions span from 2023-08-04 to 2023-08-12.
tristan.read focus areas
- Type: 70% typefeature, 10% typemaintenance, 20% other (<3% each)
- Group: 70% grouprespond, 10% groupfoundations, 20% other (<3% each)
- Category: 60% Category:Service Desk, 40% other (<3% each)
- Work item: 70% ~"merge_requests", 30% issues
grouprespond contributions
merge_requests
- Draft: Service Desk Ticket integration branch : opened (1), accepted (1), commented on (3) issues
- Requester widget MVC (gitlab-org/gitlab#414317) : commented on (2)
other contributions
issues
- Decrease upgrade frequency in Status Page (gitlab-org/frontend/renovate-gitlab-bot#45 - closed) : commented on (1) merge_requests
- Service Desk Ticket Work Item project plan : commented on (2)
psjakubowska focus areas
- Type: 78% typefeature, 22% typemaintenance
- Group: 76% grouprespond, 13% grouprunner, 7% groupfoundations, 4% ~"group::purchase"
- Category: 57% Category:Service Desk, 13% ~"Category:Runner Fleet", 30% other (<3% each)
- Work item: 87% ~"merge_requests", 13% issues
grouprespond contributions
merge_requests
- Service Desk list - fix link to documentation : commented on (33), opened (2), approved (1) issues
- [Feature flag] Roll out service_desk_vue_list (gitlab-org/gitlab#415385 - closed) : commented on (5)
other contributions
merge_requests
- Migrate to GlCollapsibleListbox in : commented on (8), approved (3) issues
- Migrate `bootstrap-dropdown-toggle-haml` in `ap... (gitlab-org/gitlab#421211 - closed) : commented on (1), opened (1)
splattael focus areas
- Type: 95% typemaintenance, 3% typefeature, 3% other (<3% each)
- Group: 34% grouprespond, 19% groupdatabase, 18% groupimport and integrate, 5% groupcode review, 4% ~"group::authentication and authorization", 3% grouppipeline authoring, 16% other (<3% each)
- Category: 23% Category:Metrics, 19% Category:Database, 3% Category:Pipeline Composition, 55% other (<3% each)
- Work item: 88% ~"merge_requests", 12% issues
grouprespond contributions
merge_requests
- Delete prometheus proxy service : accepted (5), commented on (9), approved (5), opened (1)
- Pin gitlab-styles to patch version 10.0.0 : commented on (4), opened (1)
other contributions
merge_requests
- Memoize ability_map, conditions, : commented on (11)
- Avoid name collision between migrations : commented on (28) issues
- Track Gemfile.lock again (gitlab-org/ruby/gems/declarative-policy#33 - closed) : opened (2)
- lefthook: Run `secrets-detection` also in `pre-... (gitlab-org/gitlab#421380 - closed) : commented on (5), opened (2)
syasonik focus areas
- Type: 63% typefeature, 13% typemaintenance, 25% other (<3% each)
- Group: 75% grouprespond, 25% other (<3% each)
- Category: 50% Category:Service Desk, 13% Category:Metrics, 38% other (<3% each)
- Work item: 88% ~"merge_requests", 13% issues
grouprespond contributions
issues
- Metrics: Delete usage in services, finders, etc (gitlab-org/gitlab#397139 - closed) : commented on (1) merge_requests
- Add Service Desk Ticket as a new Work Item : commented on (4), approved (1)
other contributions
merge_requests
- weekly_update script uses group label from : commented on (1), accepted (1)
ck3g focus areas
- Type: 45% typefeature, 24% typemaintenance, 22% typebug, 10% other (<3% each)
- Group: 29% grouprespond, 15% groupcode review, 9% grouprelease [DEPRECATED], 9% groupthreat insights, 7% ~"group::authentication and authorization", 5% grouptenant scale, 4% groupacquisition, 4% groupanti-abuse, 3% groupsecurity policies, 2% grouppackage registry, 2% groupsource code, 10% other (<3% each)
- Category: 18% Category:Service Desk, 12% Category:GitLab CLI, 10% Category:Metrics, 9% Category:Feature Flags, 3% Category:Groups & Projects, 3% Category:Security Policy Management, 2% Category:Package Registry, 42% other (<3% each)
- Work item: 87% ~"merge_requests", 13% issues
grouprespond contributions
merge_requests
- Delete usersstarreddashboard create and : commented on (15), accepted (3), approved (3), opened (1) issues
- Allow (work item) Service Desk ticket to be ass... (gitlab-org/gitlab#420862 - closed) : commented on (5)
other contributions
merge_requests
- Require user consent on every OAuth public : commented on (32), approved (9), accepted (3)
- Service Desk Ticket Work Item project plan : commented on (7), approved (2)
- fix(issue): fix using issue commands from : commented on (3), opened (1)
- Update integration tests to use latest : commented on (1) issues
- Decide whether `mr` and `issue` commands should... (gitlab-org/cli#6252) : commented on (5), opened (2)
rkadam3 focus areas
- Type: 74% typemaintenance, 11% typefeature, 6% typebug, 9% other (<3% each)
- Group: 60% grouprespond, 11% groupanalytics instrumentation, 9% ~"group::authentication and authorization", 6% groupacquisition, 6% grouputilization, 6% groupsource code, 3% ~"group::application performance"
- Category: 54% Category:Metrics, 6% Category:Service Desk, 6% Category:Consumables Cost Management, 3% ~"Category:Application Performance", 31% other (<3% each)
- Work item: 91% ~"merge_requests", 9% issues
grouprespond contributions
merge_requests
- Delete usersstarreddashboard create and : commented on (11), opened (8) issues
- Metrics: Delete usage in services, finders, etc (gitlab-org/gitlab#397139 - closed) : commented on (2)
other contributions
merge_requests
- Put back broadcast messages to sign-in page : commented on (2), approved (5), accepted (4)
- Add j.seto as a Backend Maintainer : approved (2) issues
- Fix underlying bug to fetch "apiUrl" for Integr... (gitlab-org/gitlab#420993) : commented on (1)
francoisrose focus areas
- Type: 24% typefeature, 8% typeignore, 69% other (<3% each)
- Group: 39% grouprespond, 4% groupproject management, 57% other (<3% each)
- Category: 24% Category:Service Desk, 76% other (<3% each)
- Work item: 57% issues, 37% ~"merge_requests", 6% epics
grouprespond contributions
issues
- Allow (work item) Service Desk ticket to be ass... (gitlab-org/gitlab#420862 - closed) : commented on (12), closed (1), opened (1)
- Monitor:Respond Weekly Update - W32 - Aug-07-2023 (#264 - closed) : commented on (3), closed (1)
- Ops Showcase Presentation: Service Desk: Automa... (gitlab-org/ci-cd/section-showcases#35 - closed) : commented on (1) epics
- Service Desk "Ticket" Work Item Type (gitlab-org&10419) : commented on (1)
other contributions
epics
- Work Item Quick Action: Issue parity (gitlab-org&11139) : commented on (2) issues
- FY24-Q3 Service Management Offsite (#261 - closed) : commented on (3), closed (1)
- https://gitlab.com/gitlab-com/ops-sub-department/ops-engineering-management/-/issues/207+ : commented on (1), closed (1)
- Iteration Training - François Rosé - FY23Q4 (gitlab-com/Product#5251 - closed) : commented on (1), closed (1)
- Add support for custom container names to the K... (gitlab-org/gitlab#421131 - closed) : commented on (1)
- Copywriter Queries - FR and DE (gitlab-com/localization/issue-tracker#45) : commented on (1) merge_requests
- Service Desk Ticket Work Item project plan : accepted (2), commented on (11), opened (2)
- Remove "More comparisons" section : commented on (1), opened (1)
- Improve README : accepted (1), opened (1)
Data from: Scraped from activity page for each user. Activities which don't support labels are mostly ignored.
Relevant links
- Current Planning Issue
- Async Retrospectives
- Internal dogfooding adoption (chart)
- Dogfooding by feature (table)
- Support Help Requests
- Ops Department Status Updates
This update was generated by the weekly_update script in gitlab-org/monitor/respond. Highlights are manually curated.
How does it work?
Where does the content come from?
Highlights are added manually; everything else is pulled from GitLab, Google, Grafana, etc.
How does it get there?
- Every Friday, a scheduled pipeline creates the issue for the next week, and it updates the issue for the current week.
- When a new issue is created, only a few details are included in the description about what might be expected for the week. A comment thread is added where highlights can be collected to be autofilled into the description later in the week.
- When the issue is updated, the highlights thread will be collected as a list and added to the issue description. An detailed overview of progress on the milestone will also be included.
How do I make changes?
To this specific issue
This specific issue: Add content directly to the issue description, or you can add highlights by commenting on the highlights thread.
Format
Static content: Update weekly-update.md. Add any static content to the file to include it in the issue description when the issue is created.
Dynamic content: Rearrange the REPLACE-ME placeholder HTML comments. Placeholder comments can be either singleline or multiline. The placeholders are replaced by script-aggregated content.
- Required attributes:
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section: all-caps name given to a chunk of markdown generated by the weekly_update script.-
NAVIGATION-> Link to previous/next update issue -
CAPACITY-> PTO breakdown for Monitor:Respond team for the week -
ERROR-BUDGET-> Current state of respond error budget -
ISSUE-DISTRIBUTION-> Breakdown of team's focus by type label & epic -
PROGRESS-SUMMARY-> Estimated % completion of scheduled issues by epic -
PROGRESS-DETAIL-> Estimated % completion of each individual scheduled issue -
TEAM-ACTIVITY-> Aggregated contributions for each team member over the last week -
ROLLOVER-> Issues assigned to team members in expired milestones -
TEAM-LINKS-> Link to planning issue & other team-specifics that change week to week -
QUICK-ACTIONS-> Assigns milestone & other team-specifics that change week to week -
HIGHLIGHTS-> List of comments from highlight thread (oldest thread to include the word "highlight" in the first comment)
-
-
action: determines when the comment will be replaced in the issue description.-
CREATE- replaced when the issue is created -
UPDATE- replaced at the end of the week
-
-
- Singleline format:
<!-- REPLACE-WITH-<section>:<action> -->
- Multiline format:
-
<!-- REPLACE-WITH-<section>-START:<action> --> Anything here will also be replaced when the script runs. <!-- REPLACE-WITH-<section>-END:<action> -->
-
Adding threads: Add a multiline placeholder with section of THREAD. Content inside the block will be added as a thread on the issue, and it can include other placeholders.
Content
Run the Generate detailed weekly update issue to trigger an update. Once an update has run, the pipeline can be run many
times without consequence to the existing issue. Refer to Format > Dynamic content for the syntax needed
to regenerate sections of the issue.
To modify how the content itself is generated, refer to weekly_update/README.md.
Activity
- A deleted user
changed milestone to %16.3
- A deleted user
added OpsSectionWeekly-Update devopsmonitor grouprespond sectionops typeignore labels
assigned to @francoisrose
added sectionsec label and removed sectionops label
mentioned in issue #263 (closed)
Add team highlights to this thread throughout the week
- Team Accomplishments? Decisions?
- Team blockers? Problems? Escalations, risks, concerns
- What the team is focused on (summary, not lists of issues)
- Key metrics and trends
- Team morale? Growth?
- Hiring?
- Unplanned interruptions?
- Feature usage?
Start with the HIGHLIGHT keyword for particularly noteworthy items like accomplishments/decisions. Highlights are where Sam pulls summaries of group accomplishments from for group conversations slides, sharing with senior leaders, etc.
Service Desk called out by Sid in #ceo as an integral part of the company's long-term mission and vision: https://gitlab.slack.com/archives/C3MAZRM8W/p1691182538458519 (internal)
Our mission and vision are still the same. [...] we set our sights on becoming the AllOps Platform. I envision a future in which GitLab drives even more value for customers through enhanced security, ModelOps, and ServiceDesk offerings.
-
Pajamas dropdown migrations: our group is at 50% done, which is the target for each group in Q3.
-
First version of a project plan for Service Desk Tickets: https://about.gitlab.com/handbook/engineering/development/ops/project-plans/service-desk-ticket-work-item/
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From #265 (comment 1508934181):
New Service Desk list is available for testing on staging, with working CE and EE search, as well as some UI improvements.
mentioned in issue #265 (closed)
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