Support Operations has a public form that end-users can use to submit tickets. These go directly to us. Currently, we have 6 problem types:
This is for user's who have not been setup in the support portal previously (ie new customers). Here they should detail what user's they'd like setup and any important details we should note for working with their organization.
This is for existing, associated users who wish to manage the list of users in their organization. They should present you with the changes to do. As long as they are verified to the organization, you should make these changes for them. Some things to keep in mind while doing the changes:
These are requests for shared organization setup/management. See the Shared Organizations workflow for more details.
These are were general questions about the support portal should go. Do your best to answer the questions presented in a timely manner.
These are reports of issues within the support portal. While each issue can present unique challenges, the common troubleshooting guide for these would be:
[*.]gitlab.com* Ask the user to confirm they have deleted all cookies and cache (and re-logged in). * Ask the user for the browser type being used. * Ask the user for the browser version being used. * Ask the user for a list of browser plugins being used. * Ask the user for a list of browser themese being used. * Ask the user for a list of browser extensions being used. * Ask the user for the JS Console output. * Ask the user for a HAR file.
This is a catchall field, meaning there is no specific workflow for requests using this problem type.