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Strategy for handling support requests in k/k #5435

Open ehashman opened 3 years ago

ehashman commented 3 years ago

Right now, when I categorize an issue as kind/support in kubernetes/kubernetes, I usually don't look at it again. I'd love to help these folks, but my focus is mostly on triage and getting bugs fixed.

We see a lot of issues where a support request is initially filed as a bug, and then a triager re-categorizes it as a support request, and then it usually rots out unless someone is feeling particularly helpful. There are currently 45 open support requests, and potentially more that were misfiled but haven't been triaged: https://github.com/kubernetes/kubernetes/issues?q=is%3Aopen+is%3Aissue+label%3Akind%2Fsupport

It would be great if, when an issue is categorized as a support request in k/k, we could direct the author to the right support channels. Perhaps a bot could send them some links and close the issue. We may also want to discourage filing support requests against k/k at issue creation time by linking them elsewhere (e.g. Slack/Discourse).

ehashman commented 3 years ago

/cc @mrbobbytables

ehashman commented 3 years ago

/sig contribex

k8s-ci-robot commented 3 years ago

@ehashman: The label(s) sig/contribex cannot be applied, because the repository doesn't have them

In response to [this](https://github.com/kubernetes/community/issues/5435#issuecomment-767889564): >/sig contribex Instructions for interacting with me using PR comments are available [here](https://git.k8s.io/community/contributors/guide/pull-requests.md). If you have questions or suggestions related to my behavior, please file an issue against the [kubernetes/test-infra](https://github.com/kubernetes/test-infra/issues/new?title=Prow%20issue:) repository.
ehashman commented 3 years ago

/sig contributor-experience

mrbobbytables commented 3 years ago

/assign @mrbobbytables @cblecker @nikhita @alisondy For input 👍 /area github-management

nikhita commented 3 years ago

We have a response template for support requests - https://github.com/kubernetes/community/blob/master/contributors/guide/issue-triage.md#user-support-response-example. However, we don't autoclose issues today.

We could perhaps do this:

mrbobbytables commented 3 years ago

Remove the Support Request template from here Add a note below the templates to point to support channels (discuss.k8s.io)

We could update our issue templates so the support button will actually take them right to discuss. ref: https://github.com/kubernetes/community/issues/5261

I think it might be worth doing the same thing for enhancement requests there too, except redirect them to the k/enhancements repo

If someone creates an issue without using the existing templates and labels the issue as kind/support, the bot will comment with the response template and autoclose the issue.

Some people do usekind/support (at least in other repos), it might be worth it as a separate command where folks could potentially add their own text (similar to the welcome bot) and have the ability to specify if it will close the issue automatically or not.

mrbobbytables commented 3 years ago

The update for the issue template has been rolled out 👍 https://github.com/kubernetes/kubernetes/issues/new/choose

nikhita commented 3 years ago

Some people do usekind/support (at least in other repos), it might be worth it as a separate command where folks could potentially add their own text (similar to the welcome bot) and have the ability to specify if it will close the issue automatically or not.

/assign I'll take this on and also try to do something similar for kind/feature - https://github.com/kubernetes/kubernetes/pull/98867

nikhita commented 3 years ago

Some people do usekind/support (at least in other repos), it might be worth it as a separate command where folks could potentially add their own text (similar to the welcome bot) and have the ability to specify if it will close the issue automatically or not.

Created https://github.com/kubernetes/test-infra/pull/20868

fejta-bot commented 3 years ago

Issues go stale after 90d of inactivity. Mark the issue as fresh with /remove-lifecycle stale. Stale issues rot after an additional 30d of inactivity and eventually close.

If this issue is safe to close now please do so with /close.

Send feedback to sig-contributor-experience at kubernetes/community. /lifecycle stale

fejta-bot commented 3 years ago

Stale issues rot after 30d of inactivity. Mark the issue as fresh with /remove-lifecycle rotten. Rotten issues close after an additional 30d of inactivity.

If this issue is safe to close now please do so with /close.

Send feedback to sig-contributor-experience at kubernetes/community. /lifecycle rotten

ehashman commented 3 years ago

/remove-lifecycle rotten

Would appreciate some guidance on this as we are about to triage a bunch of node bugs and are likely to mark a bunch of them as support requests.

I will add an agenda item to SIG Node to see how we want to handle them within our SIG; perhaps we can make a template to point people at official support channels and close them.

spiffxp commented 3 years ago

/milestone v1.23 I think a template message that can be copy pasted would be appropriate. Could add a k8s-triage-robot job to comment it with a /close to issues triaged as support

What is the specific ask here, for this team to write the template? I would prefer kicking that back to the broader SIG Contributor Experience folks

Or do we want to push forward with https://github.com/kubernetes/test-infra/pull/20868?

spiffxp commented 3 years ago

/priority backlog Because it's not clear to me what the actionable request is

ehashman commented 2 years ago

I added a template default reply to my GitHub account that I've been using to close support requests (that are often filed as bugs) against SIG Node in k/k:

Kubernetes does not use issues on this repo for support requests. If you have a question on how to use Kubernetes or to debug a specific issue, please visit our [forums](https://discuss.kubernetes.io/).

/remove-kind bug
/kind support
/close

It's really up to ContribEx if we want an overall strategy for these rather than handling SIG by SIG. :)

k8s-ci-robot commented 2 years ago

@ehashman: Those labels are not set on the issue: kind/bug

In response to [this](https://github.com/kubernetes/community/issues/5435#issuecomment-924244603): >I added a template default reply to my GitHub account that I've been using to close support requests (that are often filed as bugs) against SIG Node in k/k: > >``` >Kubernetes does not use issues on this repo for support requests. If you have a question on how to use Kubernetes or to debug a specific issue, please visit our [forums](https://discuss.kubernetes.io/). > >/remove-kind bug >/kind support >/close >``` > >It's really up to ContribEx if we want an overall strategy for these rather than handling SIG by SIG. :) Instructions for interacting with me using PR comments are available [here](https://git.k8s.io/community/contributors/guide/pull-requests.md). If you have questions or suggestions related to my behavior, please file an issue against the [kubernetes/test-infra](https://github.com/kubernetes/test-infra/issues/new?title=Prow%20issue:) repository.
k8s-ci-robot commented 2 years ago

@ehashman: Closing this issue.

In response to [this](https://github.com/kubernetes/community/issues/5435#issuecomment-924244603): >I added a template default reply to my GitHub account that I've been using to close support requests (that are often filed as bugs) against SIG Node in k/k: > >``` >Kubernetes does not use issues on this repo for support requests. If you have a question on how to use Kubernetes or to debug a specific issue, please visit our [forums](https://discuss.kubernetes.io/). > >/remove-kind bug >/kind support >/close >``` > >It's really up to ContribEx if we want an overall strategy for these rather than handling SIG by SIG. :) Instructions for interacting with me using PR comments are available [here](https://git.k8s.io/community/contributors/guide/pull-requests.md). If you have questions or suggestions related to my behavior, please file an issue against the [kubernetes/test-infra](https://github.com/kubernetes/test-infra/issues/new?title=Prow%20issue:) repository.
ehashman commented 2 years ago

lol bot

/remove-kind support /reopen

k8s-ci-robot commented 2 years ago

@ehashman: Reopened this issue.

In response to [this](https://github.com/kubernetes/community/issues/5435#issuecomment-924244910): >lol bot > >/remove-kind support >/reopen Instructions for interacting with me using PR comments are available [here](https://git.k8s.io/community/contributors/guide/pull-requests.md). If you have questions or suggestions related to my behavior, please file an issue against the [kubernetes/test-infra](https://github.com/kubernetes/test-infra/issues/new?title=Prow%20issue:) repository.
k8s-triage-robot commented 2 years ago

The Kubernetes project currently lacks enough contributors to adequately respond to all issues and PRs.

This bot triages issues and PRs according to the following rules:

You can:

Please send feedback to sig-contributor-experience at kubernetes/community.

/lifecycle stale

k8s-triage-robot commented 2 years ago

The Kubernetes project currently lacks enough active contributors to adequately respond to all issues and PRs.

This bot triages issues and PRs according to the following rules:

You can:

Please send feedback to sig-contributor-experience at kubernetes/community.

/lifecycle rotten

MadhavJivrajani commented 2 years ago

/remove-lifecycle rotten /lifecycle frozen I brought this up in the last contribex meeting and had some ideas around this, I'll collate them into an RFC in the next couple of days.

sftim commented 1 year ago

I'd really like a bot to handle the case where something is mis-triaged as support, and the submitter wants to let us know. Once we have a bot to fix mistriage, we can be more vigorous at automating handling of the remaining issues where the issue submitter either agrees it's a support request, or we don't hear from them further.