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.
When a ticket is filed using the incorrect form, agents will use the
General::Forms::Incorrect form used macro. This will change the form to our
form, tag the ticket, and leave an internal note. From there, we are expected
to review the ticket and resolve the problem.
To do this, the best approach is often to create a new ticket for the customer using the correct form. When doing this, review the original ticket to best determine which form to use (if you are unsure, reach out to a Support Manager or Support Ops Manager for assistance).
Once you determine the correct form, you should review what ticket fields that form uses and what information is missing. In the original ticket, leave an internal comment saying which form needed to be used and what data is missing. Any of the data you can determine based on the original ticket is a plus, as it will skip needing to ask the customer to reply with that information in the new ticket. An example note could be:
The correct form should have been Self-Managed.
The missing data is:
- Self-Managed Problem Type
- GitLab Install Type
- GitLab Version
Once you have noted the original ticket, create the new ticket using the correct ticket form. Make sure to file the ticket using https://support.gitlab.com/hc/en-us/requests/new (you may need to use a different browser or an incognito window) so the first reply is from the original requester and not an agent (this ensures it gets the FRT SLA). Make sure to fill in as much of the information as is possible. For any information you do not readily know, do your best to guess for the time being.
Some notes to help in filing the ticket properly:
Recently you filed ticket #
with us. Sadly, it was using the incorrect form and was filed incorrectly on our end. To help clear that up and get you working with the correct team, we are filing this new ticket on your behalf.
During our review of ticket #
, we did find some needed information was missing. Please comment back as soon as possible with the following information: While we review your ticket, here is some other data you could also send that is often helpful to us: * A GitLabSOS report (https://gitlab.com/gitlab-com/support/toolbox/gitlabsos/) if you are using Omnibus * A KubeSOS report (https://gitlab.com/gitlab-com/support/toolbox/kubesos/) if you are using Kubernetes Your original request's ticket description was as follows:
Once the new ticket is created, notate the original ticket and send a reply using the
Support::Support-Ops::Response to original ticket using an incorrect form macro.