The support team fields a wide array of questions from customers, and we as the company learn quite a lot about ways to improve GitLab just by helping our customers. In addition, sometimes customer-reported bugs get addressed in a timely manner, but other times they remain unfixed for quite some time.
fix4all is a rotation where one developer–or anyone in GitLab–will spend a week of his/her time helping the support team. There are several goals:
At the release kickoff, we will assign four developers to be on the fix4all rotation. Each participant will be assigned a week within that month to focus on helping support.
Follow your normal working hours when assigned to fix4all. You may have other commitments to fulfil; that's fine, but if you can't dedicate at least half your time to fix4all, discuss this with the Support Lead in advance.
Each developer will be assigned a week where they work directly with the support team. The exact day-to-day tasks may vary depending on the most pressing needs at the moment. Review the following resources before starting your fix4all rotation:
When your fix4all week begins, join the #support channel and introduce yourself! You may also wish to join #support-live-feed to monitor tickets as they come in.
In general, you should follow these priorities:
If a Service Engineer needs someone to join a call with them, or has questions about a ticket they're handling, and you're available, then you are their first resource!
Take an optimistic view of your own expertise and be willing to research a topic if necessary, but if the question is too far outside of your expertise, let them know and help them to get the right people involved.
If there are a large number of unanswered tickets, or some are close to breaching, you should answer some tickets! The Support Handbook is the canonical reference, but here's a quick-start guide:
customer+. Perhaps you or a future fix4all engineer will work on it!
If the Support team doesn't need help with tickets, you should aim to fix bugs labeled
customer+ in GitLab CE or EE, starting with the highest-priority items:
Aim to complete issues you started work on during a fix4all rotation, even if that means you need to work on them after your time on fix4all has finished.