| |
@@ -5,7 +5,40 @@
|
| |
Your close attention to this document will help both you and us
|
| |
do the work you are asking us to do.
|
| |
|
| |
- == Urgent Issues / Triage of Incoming Issues
|
| |
+ == Our Workflow
|
| |
+
|
| |
+
|
| |
+ 0. Is your issue/problem related to security of an application or service we run?
|
| |
+ -> send email to infra-security@fedoraproject.org
|
| |
+
|
| |
+ 1. Is your issue/problem urgent? (A important service is down, you need a change asap)
|
| |
+ or IS your issue/problem such that you cannot file a ticket (authentication, no account, ticketing system down)
|
| |
+ -> on irc /join #fedora-admin and say '.oncall' and explain the issue to the oncall person.
|
| |
+ -> If no answer or the oncall person asks you to: go to next step.
|
| |
+
|
| |
+ 2. File a ticket in https://pagure.io/fedora-infrastructure/issues/ with as much information
|
| |
+ as you think will be needed to handle your issue. This initial ticket will be made in the
|
| |
+ 'Needs review' state. Please note if there is a deadline or this issue blocks you.
|
| |
+ -> your ticket will be reviewed within 48 hours. (usually sooner)
|
| |
+ -> There is no need to ping team members or notify us about the newly filed ticket.
|
| |
+
|
| |
+ 3. your ticket will be triaged by a team member and moved to a new state:
|
| |
+ -> If it's moved to 'Waiting on asignee' it's waiting for a team member to start work on it.
|
| |
+ -> If it's moved to 'Waiting on reporter' it means that you need to answer questions posed in the ticket before it can be worked on.
|
| |
+ -> If the ticket is closed with 'initiative', See xref:initiatives.adoc[New Initiative Workflow]
|
| |
+ -> If the ticket is otherwise closed, it will be with a explaination from a team member.
|
| |
+
|
| |
+ 4. If you have an update to your issue/task or want to know when it might be worked on:
|
| |
+ -> comment in the ticket adding that information or asking for timeframe.
|
| |
+
|
| |
+ 5. When someone is available, your ticket will be assigned to someone to work on.
|
| |
+ -> Watch for progress reports/ticket being marked done.
|
| |
+
|
| |
+ 6. If the work is not fully completed as required, please re-open the ticket and indicate this.
|
| |
+ -> go back to step 5 for additional work.
|
| |
+
|
| |
+ == The oncall role in our team
|
| |
+
|
| |
|
| |
Weekly a team member will be designated “oncall”. You can find this
|
| |
person on IRC by using '.oncall' in any of our various IRC channels.
|
| |
@@ -22,18 +55,7 @@
|
| |
3. Triages incoming tickets for urgent items that need work outside
|
| |
of normal triage process.
|
| |
|
| |
- == Normal Operation Requests
|
| |
-
|
| |
- All normal operation requests should be filed as tickets, work items will not
|
| |
- be accepted via private emails or IRC unless the oncall person determines them
|
| |
- to be urgent.
|
| |
-
|
| |
- == Normal Application Requests
|
| |
-
|
| |
- All normal application bugs should be filed in the upstream tracker for the
|
| |
- respective application where possible, unless it’s a deployment issue.
|
| |
-
|
| |
- == Larger Projects / Feature Requests
|
| |
+ == Initiatives
|
| |
|
| |
All tasks involving new applications, major deployments, major development work
|
| |
or the like will be asked to follow the xref:initiatives.adoc[New Initiative
|
| |
@@ -41,6 +63,7 @@
|
| |
|
| |
== General Ticket Considerations
|
| |
|
| |
+
|
| |
Please provide as much information as you can in your ticket to avoid
|
| |
back and forth for information. If you know your issue is going to
|
| |
cause a lot of discussion, start a mailing list thread for that.
|
| |
@@ -52,13 +75,9 @@
|
| |
* tells us how important or urgent this is to you.
|
| |
* includes any error messages or output you see.
|
| |
|
| |
- It’s up to you as ticket filer to follow up on your ticket, provide information
|
| |
- that is asked for and keep us aware of any urgency you may have, do not simply
|
| |
- file and forget your ticket.
|
| |
-
|
| |
- If you are unsure where to file a ticket or which information you should
|
| |
- provide, please ask the oncall person or mail the team at
|
| |
- https://lists.fedoraproject.org/archives/list/infrastructure@lists.fedoraproject.org/
|
| |
+ It's up to you as ticket filer to follow your ticket, provide information
|
| |
+ that is asked for and keep us aware of any urgency you may have, do not
|
| |
+ simply file and forget your ticket.
|
| |
|
| |
Your ticket may take a while to process, depending on the work
|
| |
that the team has and how important we think it is. If your ticket
|
| |
@@ -67,6 +86,7 @@
|
| |
|
| |
== IRC
|
| |
|
| |
+
|
| |
IRC is a great way to communicate, but please do not ping team members directly.
|
| |
Instead, update your ticket with any new information you have and when the
|
| |
team member(s) working on that issue have time/availability they may contact
|
| |
@@ -74,13 +94,17 @@
|
| |
|
| |
== Direct emails
|
| |
|
| |
+
|
| |
Email is also a great communication method, but if you mail work items or
|
| |
- information to one person directly, they cannot easily hand off the issue, you
|
| |
- must wait for them to have time to address the issue (when others could perhaps
|
| |
- have already solved it, etc). Therefore, please avoid direct emails and update
|
| |
- tickets with any information you want to add instead.
|
| |
+ information to one person directly, they cannot easily hand off the issue,
|
| |
+ you must wait for them to have time to address the issue (when others could
|
| |
+ perhaps have already solved it, etc). So, please avoid direct emails and instead
|
| |
+ update tickets with any information you want to add.
|
| |
|
| |
== RFC 1149
|
| |
|
| |
+
|
| |
link:https://tools.ietf.org/html/rfc1149[Pidgeons are too slow] for most work
|
| |
- items, update tickets instead (and thanks for reading this far).
|
| |
+ items, instead update tickets.
|
| |
+
|
| |
+ Thank you for reading this entire document!
|
| |
pingou commented 4 years ago
explaination -> explanation
I'll fix this in a subsequent commit