For GitLab team members wanting to file an internal request, please see the Support Internal Requests handbook page.
This document details the various templates and workflows that should be followed in order to properly service GitLab.com related requests that Support receives in the internal-requests issue tracker.
GitLab team members, primarily infra, will use this template to request Support to contact a user on their behalf. If requested to do this via Slack, open an issue on behalf of the requester.
The requestor should contact the CMOC to fulfill the request.
This typically requires GitLab.com admin access, because you will need to look up the relevant email addresses.
See the Sending notices workflow for more details. If none of the listed cases apply, you can use the
Support::SaaS::Notices::General Contact Request macro. Leave an internal note with a link to the issue.
Should a user request a temporary extension of the size limit of their repository the following workflow should be used if that extension is granted.
Repo Size Limitissue template.
Status::On Holdlabel and set the due date to when it should be reverted.
See internal wiki page.
This is a generic template used to request an engineer with GitLab.com console access to take action.
Common issues include the following when the UI and API methods are not working:
Engineers with console access should search for similar previous requests, look for the relevant function in the code, or work with another engineer to resolve each request. Common or larger work can be found in the support runbooks.
Any request requiring disk access requires an infra issue.