NOTE These are general guidelines. Please always use your best judgement or speak with a Support Operations Manager when you are unsure.
NOTE If you are removing 100% of users from a schedule, you should add the user "Support Ops Bot" on the schedule. This will prevent the layer from being deleted due to a lack of users.
The general guidelines for doing shadow rotation changes are:
The general guidelines for doing non-shadow rotation changes are:
As these tend to impact very little people, simply add a comment on the issue that details the changes (see Issue comment for more details).
As these tend to impact a sizeable number of people, you must:
The comment you make on the issue to announce the changes should always be in the following format:
Changes scheduled for DATE_OF_SCHEDULED_CHANGE For those on the schedule, please note the change: | Oncall Start | Oncall End | Prior to change | After change | |:------------:|:------------:|---------------------|---------------------| | 2020-01-01 | 2020-01-06 | GL_HANDLE_OF_PERSON | GL_HANDLE_OF_PERSON | | 2020-01-07 | 2020-01-13 | GL_HANDLE_OF_PERSON | GL_HANDLE_OF_PERSON | | 2020-01-14 | 2020-01-20 | GL_HANDLE_OF_PERSON | GL_HANDLE_OF_PERSON | | 2020-01-21 | 2020-01-27 | GL_HANDLE_OF_PERSON | GL_HANDLE_OF_PERSON | | 2020-01-28 | 2020-02-02 | GL_HANDLE_OF_PERSON | GL_HANDLE_OF_PERSON |
This will largely need to be manually created and will require using the Pagerduty UI before you make any changes and after you make the changes to determine.
You should always try to do one full rotation involving the scheduled change date and one full rotation after the schedule change date.
As an example, if the change date was 2022-10-31, you'd do one full rotation involving 2022-10-31 and the full rotation after that rotation. If 2022-10-31 was mid-way through a rotation, grab the values prior to that date at the start of that rotation.
The post in the #support_ops-announcements channel should use the following values:
|Who does this impact?||Support only|
|What is changing||We are making modifications to the Pagerduty schedule "NAME_OF_SCHEDULE"|
|When is the change occurring?||DATE_OF_SCHEDULED_CHANGE|
|Why is this changing?||It was requested by NAME_OF_REQUESTER (see below request link)|
|What is the request link?||LINK_TO_REQUEST_ISSUE|
|Anything else to post with the templated message?||Please refer to the issue link for a detailed list of changes and how this might impact your upcoming oncall dates|
For the SWIR issue, the values used should always be:
|Category||Things to know about|
|Your GitLab Username||Your gitlab.com username (ex: @jcolyer)|
|Short descriptive title||We are making modifications to the Pagerduty schedule "NAME_OF_SCHEDULE"|
|Full details - Markdown OK||Please refer to the issue link for a detailed list of changes and how this might impact your upcoming oncall dates|
|Tags||Use CMOC if this is involving a non-shadow CMOC rotation, otherwise leave this blank|