From time to time we'll be asked by various teams within GitLab to send notices out to GitLab.com users and customers to inform them of various actions that we've either taken or will be taking on namespaces under their control.
We may also occasionally need to do this to inform certain users of a feature that will be deprecated that they're taking advantage of. This workflow details the various macros that we currently have in use to inform users of these specific situations and the steps that you, as a GitLab.com Support Agent, should take to use them.
We may be asked by infrastructure either through an issue or Slack to notify a user or customer that their account has been temporarily blocked for some reason. In these cases, do the following:
Infrastructure may ask us to notify a particular user or group that the mirror of either
gitlab-ee that they've recently created with the
Trigger pipelines for mirror updates option enabled has caused extreme load on our shared runner fleet. In these cases, do the following:
Ownerof the group as a CC to the ticket.
Mirror Abuse - Personal Namespaceor
Mirror Abuse - Group.
Outside of Zendesk we may be asked to be involved in the process of sending mass notices to users via MailChimp. In these cases, do the following: