At times the Support team will be asked to send notices to GitLab SaaS users or customers to inform them of actions that we have taken (or will be taking) on namespaces or projects under their control.
This workflow describes how to fulfill different types of contact requests and the helpful tools you can use in the process.
|Number of users||Which thing to use||Approvals required||Notifications required|
|1||Manually create a Zendesk ticket||None||None|
|2-500||Customer Ticket Generator||Support Manager||Post in Slack + SWIR|
|500+||Mass Emails through Marketing Department||Director||Support Readiness issue + FAQ|
confidential_incident_dataissue template in production issue tracker. These must be fulfilled by CMOC during the shift.
Contact Requesttemplate. These can be performed by anyone with Admin access to GitLab.com. CMOC participation is not obligatory.
Most notices should be sent in the form of Zendesk tickets. Always send these tickets to users with
Owner level permissions in the namespace or project in question.
Most contact requests will involve contacting all of the owners of only one project or only a few specific users. If you're tasked with contacting the owners of a project and know that there's only one, feel free to look up their email address using your admin account or ChatOps.
However, some contact requests may involve contacting all of the owners of multiple projects. Use various tools provided in this workflow to help you compose the list of email addresses to send tickets to.
Make sure to add an admin note on a user/group we took action on. This will ensure that we can track a block/change reason if a user reaches out to us using a different channel.
There are various macros in the
Support::SaaS::Notices section can be used as a template when only a few users need to be contacted.
The easiest way to send a customer notice is to manually create a Zendesk ticket. Briefly, in any view in Zendesk, click the
+ Add button, or mouse-over the
+ Add button and choose "New -> Ticket".
General::Outbound Contact Requestto automatically set the form and appropriate tags to skip automations, such as SSAT and avoiding other autoresponders.
The Customer Ticket Generator is a form that can be used to send multiple tickets out at once. Once the form is submitted, an issue will be created in the customer ticket generator tracker where a member of SupportOps will then run it. This can also be used in conjunction with the Email Grab Script, whose output can be provided as the CSV for the form.
Outside of Zendesk we may be asked to be involved in the process of sending mass notices to users. For larger email campaigns, involve the marketing team:
The following tools can be used to facilitate different types of contact requests.
The Email Grab Script is a Ruby script that will return the primary email addresses of the owners of a group or project. Currently, it can only be used if you possess a GitLab SaaS admin account. It can also be supplied only a list of usernames, in which case it will return the primary email addresses of those users. To use it:
gem install labclient.
read_apiscoped PAT from your GitLab SaaS admin account.
The results will be created as
namespace-contacts.csv in the same directory that the script is located in.