jknipes
commented
1 year ago 1) ### Existing categories
Assigned To:
- Analytics & Insights
- Back End Support
- Design Systems/Forms Library
- Dev Ops Support
- Front End Support
- Governance Team
- Other
- Platform Content
5 Remaining Teams (All Disabled)
- Collaboration Cycle
- QA Standards
- Platform Security
- Forms Library
- Console UI
2) Assigned To: OTHER
- Automated tests
- Design System
- Datadog
- Forms
- Security
- Something Else
- Test Accounts/Data
Should We break down this assignment further to include these Disabled teams?:
- Collab Cycle
- QA Standards
- Platform Security
- Forms Library
- Console UI
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
- AWS
- DataDog
- Sentry (to be decommissioned?)
- Loki (to be decommissioned?)
- Sidekiq UI
- SOCKS
- TestRail
- ArgoCD Terminal
- GitHub team membership
Questions about documentation
Questions about log/monitoring
- Suggested needs also include: Onboarding, Offboarding, navigating any self-help system, and analyzing performance issues.
4) Additional question: Can Assignment be configured to auto-populate to the correct team according to the Topic?
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
.