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@@ -5,7 +5,83 @@
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Your close attention to this document will help both you and us
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do the work you are asking us to do.
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- [NOTE]
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- ====
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- This document is a work in progress and will be updated soon.
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- ====
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+ == Our Workflow
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+
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+ . Is your issue/problem related to security of an application or service we
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+ run?
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+ * send an email to `security` @centos.org
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+
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+ . Is your issue CentOS CI Infra or CentOS Infra related?
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+ * Follow next step
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+
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+ . File a ticket in link:https://pagure.io/centos-infra/issues/ with
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+ as much information as you think will be needed to handle your issue. This
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+ initial ticket will be made in the _Needs review_ state. Make sure to note if
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+ there is a deadline or if this issue blocks you.
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+ * Your ticket will be reviewed within 48 hours at most; usually sooner.
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+ * There is no need to ping team members or notify us about the newly filed
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+ ticket.
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+
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+ . Is your issue/problem urgent? (credentials exposed, CI Infra down, Duffy Pool
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+ exhausted etc) or is your issue/problem such that you cannot file a ticket
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+ (authentication, no account, ticketing system down)
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+ * On IRC (irc.freenode.net) join the `#centos-devel` and state the issue there.
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+ * If no answer, follow the next step
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+
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+
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+ . Your ticket will be triaged by a team member and moved to a new state:
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+ * If it's moved to _Waiting on asignee_ it's waiting for a team member to
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+ start working on it.
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+ * If it's moved to _Waiting on reporter_ it means that you need to answer
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+ questions posed in the ticket before it can be worked on.
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+ * If the ticket is otherwise closed, it will be with a explanation from
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+ a team member.
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+
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+ . If you have an update to your issue/task or want to know when it might be
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+ worked on:
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+ * comment in the ticket adding that information or asking for time frame.
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+
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+ . When someone is available, your ticket will be assigned to someone to work
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+ on.
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+ * Watch for progress reports/ticket being marked done.
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+
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+ . If the work is not fully completed as required, please re-open the ticket
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+ and indicate this.
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+ * Go back to the previous step for additional work.
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+
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+
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+ == General Ticket Considerations
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+
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+ Please provide as much information as you can in your ticket to avoid
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+ back and forth for information.
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+
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+ Make sure your ticket:
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+
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+ * Explains the problem or issue you are having, with URLs where
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+ possible to the services or applications involved.
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+ * Tells us how important or urgent this is to you.
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+ * Includes any error messages or output you see.
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+
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+ It is your responsibility as ticket reporter to follow your ticket, provide
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+ information that is asked for, and keep us aware of any urgency you may have.
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+ Do not simply file and forget your ticket.
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+
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+ Your ticket may take a while to process, depending on the current workload
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+ of the team has and how important we think it is. If your ticket
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+ is blocking you, make sure you note that in the ticket, but keep in
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+ mind that we may already be working on tickets that are blocking more people.
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+
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+ == IRC
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+
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+ IRC is a great way to communicate, but please do not ping team members
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+ directly. Instead, update your ticket with any new information you have and
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+ when the team member(s) working on that issue have time/availability, they
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+ may contact you on IRC for more interactive debugging/testing.
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+
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+ == Direct emails
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+
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+ E-mail is also a great communication method, but if you mail work items or
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+ information to one person directly, they cannot easily hand off the issue,
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+ you must wait for them to have time to address the issue (when others could
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+ perhaps have already solved it, etc). So, please avoid direct emails and
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+ instead update tickets with any information you want to add.
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siddharthvipul1
commented 4 years ago
Signed-off-by: siddharthvipul siddharthvipul1@gmail.com