At times Support may be called on to assist customers in requests which require taking actions that wouldn't be possible within the normal structure of the application.
The purpose of this workflow is to demonstrate the structure of a runbook that includes the steps required before, during, and after scheduled customer work.
A runbook is an internal document that details how to handle a particular situation in detail. It is highly technical and aimed at the IC doing the action.
The runbooks will be stored in an issue in the runbook project
Due to the nature of the information on the runbook, the contents will be
A name from the runbook. Please use the format:
So for Acme requesting us to enforce 2FA on all of their groups the name would be:
Acme - Enforce 2FA on All Groups
A small summary of the work to be done, including the expected result from the task.
The owner of the task and main contact for schedule and execution.
The agreed date and time to work with the customer on the task. Include the time zone.
The zoom meeting URL to use.
Link to the GitLab issue created for this request
A table showing who is attending the call from GitLab and their role during the task.
The customer contact section contains who is joining the call from the customer team and their roles. This table is optional but a useful element to have to increase the efficiency during the task.
Mark the item if completed otherwise provide details which prevents it.
#support_manager Slack channel about the work to be done with a runbook link
Verify that any rollback plan can be execute by an engineer from every region
Has a dry-run been performed before the call?
Do we have a way to create logs from the actions performed.
When possible, link the task name with a project, handbook page, which documents it.
|Confirm the users provided state||Success||10m|
|Modify user with MUser console method||Success||1h15m|
In the rollback plan, we provide a link for the steps to revert the actions performed. If we have a situation where the rollback requires only a simple explanation, it can be added to the runbook directly.
#support_managerslack channel the about the work completion, the current state, and if any follow up is necessary with documentation links.
|Runbook name||Acme - Enforce 2FA on all groups|
|Runbook description||Acme Inc. requires us to enforce 2FA on all of their 2500 groups|
| Name | Role | Description |
| John Doe | Technical Execution | Technical execution during the change |
| Jane Smith | Communication & Technical assistance | In charge of updates and to support the
technical execution role |
| Name | Role | Description | |————-|——|————-| | Tom Blogs | Systems Enginer | Work verification and support | | harry Page | IT Manager | Coordination from customer side |
[x] - Inform on
#support_manager slack channel about the work to be done with a runbook link
[x] - Verify that any rollback plan can be execute by an engineer from every region
[ ] - Has a dry-run been performed before the call?
`Dry-run cannot be completed due to change requeriments`
[x] - Do we have a way to create logs from the actions performed.
|Confirm the users provided state|
|Remove 2FA from user list|
|Review users with errors|
|Update issue wuth outcome|
The method used for this change takes an optional parameter
status which is
disable by default, to rollback we need to execute the same method adding a parameter `status: 'enable'.
[x] - Inform on
#support_manager slack channel the about the work completion, the current state, and if any follow up is necessary with documentation links.