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☁️♮🏛 This repo contains several documents related to the operation of the CNCF. File non-technical issues related to CNCF here.
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Request: Update Services page with places for requesting services #611

Open TheFoxAtWork opened 1 year ago

TheFoxAtWork commented 1 year ago

While trying to support projects in navigating CNCF services, the existing services page only mentions the CNCF servicedesk as the location where "unlisted" services may be requested.

Could each identified service include a link with where the request for the service is intended to be routed? As I understand it some, but not all services, may be requested via this repo, and others on the service desk only. This may result in confusion for projects who file a service desk ticket but are then directed to file a GH issue or to update an existing issue.

Additionally, some of the content is a bit out of date, for instance - we don't have SIGs anymore, they're TAGs.

Thank you!

amye commented 1 year ago

This is actually a mirror of https://github.com/cncf/servicedesk - @jeefy @krook for discussion next week

nikhita commented 1 year ago

This came up recently while discussing with a CNCF project maintainer. It might be helpful to document this as well -- for a non-technical issue, how does one determine if they should open a ServiceDesk ticket vs open an issue in this repo, especially if no senstive information is being discussed?

amye commented 1 year ago

Unless it's a licensing exception request (which #313 resolves but needs updating + proper review), Servicedesk is the right place for this as of right now.

nate-double-u commented 2 months ago

The old "navigating CNCF services" URL now forwards to https://contribute.cncf.io/resources/project-services/cncf-support/ (and the https://github.com/cncf/servicedesk page links there as well).

We've made a lot of updates to the CNCF Support info, and (correct me if I'm wrong here, @jeefy) they should all be requested through the service desk web portal now (https://contribute.cncf.io/resources/project-services/faq/#how-do-i-file-a-ticket-with-the-service-desk).

Do these changes solve your concerns?

TheFoxAtWork commented 2 months ago

Not entirely.

If i'm a project maintainer with a particular question about license exceptions, or even to file an exception, the page does not correctly direct me to where i need to go. The link for CNCF Service Desk is somewhat buried to submit an inquiry, and the license exception process (not discussed on the page or linked to the policy) is through the issue template on the foundation repo, not service desk.

there is still an outdated reference to SIGs on the site, but that is less pressing.

The original concern was around discoverability of where to go to request support.

the page provided ( https://contribute.cncf.io/resources/project-services/cncf-support/) Does not link to the Service Desk at all.

the top level page (https://contribute.cncf.io/resources/project-services/) does, but only as the following comment:

it’s completely OK to reach out to staff via the CNCF ServiceDesk and ask for help.

which seems more appropriate for general questions rather than specific.

Ideally, and simply, adding the below to the cncf-support page would resolve this issue, with the additional below amendment regarding licensing:

To request support for any of these services or to ask general questions, please file a service desk ticket here: https://cncfservicedesk.atlassian.net/servicedesk/customer/portal/1

for License exception requests, please refer to the CNCF license exception policy and file an exception issue here: https://github.com/cncf/foundation/issues/new/choose

Does this make sense?