Closed alyssagallion closed 1 year ago
1) ### Existing categories
Assigned To:
5 Remaining Teams (All Disabled)
2) Assigned To: OTHER
Should We break down this assignment further to include these Disabled teams?:
Remove topics from Other: Google Analytics/Domo = Analytics & Insights
3) Currently Available Topics Access Request Accessibility (currently disabled) API (currently disabled) App Logging/Monitoring App Setup Automated Tests CI Error Collab Cycle Console UI Content & IA (currently disabled) Datadog Design (currently disabled) Design System Design System Environments Failed Deployment Forms Google Analytics/Domo Off-Cycle Deployment Orientation/Onboarding Pipeline Platform website content Platform website deployment/publishing (for Platform teams only) PR Review QA (currently disabled) Review Instance Security SOCKS Something Else Test Accounts / Data Test Failure Testing Support Form (currently disabled) Testing Tool Access Testing Tools (currently disabled) va.gov - Incident
May be important to ADD: Cert expiration for fwdproxy (to renew via Venafi) Cert expiration for revproxy (to renew via SSLmate) Cert expiration for SSOe (to let @Joe Niquette's team manage it) Access requests for
4) Additional question: Can Assignment be configured to auto-populate to the correct team according to the Topic?
Ticket Creation/Adding a Ticket Link in Form Potential fields for Slackbot:
Alyssa Gallion research into Zendesk: I've set up Zendesk workflows that allow you to have a ticket form and if someone selects that theme from the drop down (i.e. Bug) then a topic specific form drops relevant fields in the next steps to fill out. Wonder if we can do that with our existing tech? Templates for different issues created by Igor, located here
What we do now
What we need for the future Simple system to organize open tickets and quickly escalate, resolve, or refer to different Slack channel
What it would take to make these changes Hours of involvement from engineer, likely Curt Bonade or Kerry Powell
What is better Zendesk
Description:
The goal of this ticket is to identify current opportunities for clear communication and efficiency within the Support Bot process.
Definition of Done:
Tasks
[x] Support Bot Form: Identify existing categories in our support bot form and identify gaps where additional categories could exist
[x] Ticket Creation/Adding a Ticket Link in Form: Brainstorm ways we can streamline ticket creation (right now two tickets are being created at once, one on PS board and typically the ticket that the user has already created). This will make more sense as to why we are doing this later.
[x] Also exploring adding fields to the initial support bot field to ensure we get the info we need (in addition to template overhauls already happening like PR template).
[x] Other Category Update: Break out potential categories from the "Other" category
[x] Resources:
Dashboard: https://lookerstudio.google.com/u/0/reporting/9d61ff32-82f9-46a4-8c58-dfa3ee38bff5/page/F3VEC
Slack Channel Responses: https://docs.google.com/spreadsheets/d/1TItdfPMH_TiXEhgMKEqxIW2e5EaMKy4cHaBhaeQ7drU/edit#gid=0
Slack Channel: https://dsva.slack.com/archives/CBU0KDSB1
Platform Support Bot Overview: https://vfs.atlassian.net/wiki/spaces/SRE/pages/1883406342/Platform+Support+Bot
Platform Support Bot Configuration:https://vfs.atlassian.net/wiki/spaces/SRE/pages/1883340805/Platform+Support+Slack+Bot+Configuration#Google-Sheet-Setup
Screenshots of Slack Bot Fields Currently:
Screenshot 2023-05-09 at 1.43.54 PM.png![Screenshot 2023-05-09 at 1.44.01 PM.png](https://images.zenhubusercontent.com/634f039195964c85374018cc/920408f3-b34c-4354-9ecb-6c1e9629e977)
![Screenshot 2023-05-09 at 1.45.24 PM.png](https://images.zenhubusercontent.com/634f039195964c85374018cc/99d93cd7-074b-4267-a227-3e1dd8e5ced0)
.