Visibility of support requests that come in via email requests

ministryofjustice / operations-engineering

This repository is home to the Operations Engineering's tools and utilities for managing, monitoring, and optimising software development processes at the Ministry of Justice. • This repository is defined and managed in Terraform

https://user-guide.operations-engineering.service.justice.gov.uk/

MIT License

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Visibility of support requests that come in via email requests #4706

Closed levgorbunov1 closed 1 month ago

levgorbunov1 commented 2 months ago

User Need

As a Developer I want to know when support requests are made so that I can action them

Acceptance Criteria:

Discuss are people ok with the current system - 4 mailboxes that are forwarded to team members? If we implement a support rota, are people ok with monitoring 4 disparate mailboxes/filtering DNS requests from other mail in their inbox?
Investigate if there is a better solution to isolate support requests? 1 central support mailbox? Slack alerting for DNS requests? Connor shares his mail filters?

AntonyBishop commented 2 months ago

There is no need for us to have so many mailboxes.

There is a requirement as a Department that manages Gov.uk subdomains that we must have a domains@digital.justice.gov.uk for external contact purposes.

However there is no specific requirement to have multiple other mailboxes. There is potential to rationalise the remaining mailboxes, all of which are low volumes of requests:

operations-engineering@digital.justice.gov.uk (team email used generically by our users who don't have access to Slack)
certificates@digital.justice.gov.uk (used by users to request certificates)
certificate_alerts@digital.justice.gov.uk (notifications from Gandi.net)

There is also an opportunity to rationalise these 3 as part of the GSuite decommissioning. My view is that we could roll all 3 mailboxes into a single suitably named mailbox.

AntonyBishop commented 2 months ago

If we do renationalise the mailboxes all users docs and runbooks will need updating.

I think we also may need to update services using Notify.gov.uk to ensure that any notifications are sent to the right mailboxes (i.e. certificate renewals and collaborators automation)

AntonyBishop commented 1 month ago

We are tackling this in other ways. This ticket is unclear what is actually needed. Going to close.