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Enterprise Small Business Continuous Integration (CI/CD) Source Code Management (SCM) Out-of-the-box Pipelines (Auto DevOps) Security (DevSecOps) Agile Development Value Stream Management GitOpsGitLab Professional Services
Accelerate your software lifecycle with help from GitLab experts
Popular GitLab use cases
Enterprise Small Business Continuous Integration (CI/CD) Source Code Management (SCM) Out-of-the-box Pipelines (Auto DevOps) Security (DevSecOps) Agile Development Value Stream Management GitOpsEvery request for this should come as an Access Request issue, either made manually or via the onboarding bot.
As the instance requires US Citizenship to access, we have to do a few steps to verify this before we can provision an agent. The process is as follows:
people-exp@gitlab.com
US Citizenship Verification
Greetings all!
Can you verify if NAME_OF_PERSON is a US Citizen? They are requesting access to the Federal Zendesk instance via ISSUE_LINK which does require it.
Thanks! YOUR_NAME_HERE
+ Add
in the top left corner and click User
.Add
buttonAssign
button and then click Assign to People
.Assign
button.Custom role
dropdown to select the correct role
(based on the AR issue).Save and Go Back
This will follow the exact same process as the Global Support instance. For more information, see Deprovisioning Agents.
A shared organization is one in which the end-users in said organization have heightened permissions in regards to tickets created in the organization. The options available to this are:
The process is as follows:
SupportOps::Confirm Request for Shared Organization
macroSupportOps::Confirm Request for Shared Organization
macroFor the actual changes, it depends on the exact settings the customer wants.
Generally speaking, the process is to navigate to the organization page within
Zendesk, click the dropdown next to the Users
entry (towards the top of the
left-hand side) and select the option the customer desired. If you are allowing
all users to view tickets, a second dropdown will appear asking if they can also
comment on them. Select the ones that have been requested by the customer to
apply them to the organization.
If they are only wanting to have specific users have heightened abilities, you
would need to do this via the user page instead. The steps are the same, with
the exception that the dropdown(s) will be under the Access
entry instead of
the Users
entry.
The below mermaid chart shows the general process for this.
Once a shift, Support Ops should go through the Suspended and Deleted tickets in Zendesk. The objective is to clear these views out. For references, the views are:
For the suspended tickets, you will need to review the contents of said ticket (done by clicking the subject) to determine if the ticket is legitimate or not. As this can sometimes be tricky, Support Ops should feel free to request the assistance of a Support Manager in determining those that are not clear.
If the ticket is legitimate, you should click the Recover Automatically button. Once it has been recovered, you should let the Support Team know, as the ticket has likely faced a delay and might be close to (if not) breaching SLA.
If the ticket is not legitimate, you should click the arrow on the right hand
side of the button and select Delete
.
For deleted tickets, you should look over the tickets present and make sure they should be deleted. This will require looking at the reason and the subject. If you are unsure, feel free to request the assistance of a Support Manager in determining those that are not clear.
For tickets to delete, you should simply select all of them (via the
checkboxes), click the arrow next to the black button at the top right, and
select Delete x ticket forever
.