infra-docs-fpo/modules/sysadmin_guide/pages/tickets.adoc

= How to handle new tickets in fedora-infrastructure

This SOP describes the process of handling incoming tickets on
https://pagure.io/fedora-infrastructure.

== Contact Information

Owner::
  Fedora Infrastructure Team
Contact::
  #fedora-admin, #fedora-noc
Location::
  https://pagure.io/fedora-infrastructure
Purpose::
  Fedora infra ticket tracker


== Ticket workflow for standard tickets

This ticket workflow is applied to any ticket Infra Team finds in tracker and it's related to
issue that really falls under Fedora Infra Team umbrella. This will be evaluated by the Infra
Team itself, but everything related to apps Fedora Infra Team maintains automatically falls
in this category.

. Identifying new tickets
+
The tracker is being checked by the Fedora Infrastructure Team twice per day from Monday to
Thursday. The new tickets can be recognized by not having any label and are in priority
*Needs Review*.

. Adding labels to tickets
+
____
The team will look at each ticket and evaluate the trouble and gain this ticket
represents.

Gain could be:

* *low*
+
Affects only few users

* *medium*
+
Affects some of the Fedora users

* *high*
+
Affects most of the community

Trouble could be:

* *low*
+
Will take less than a day

* *medium*
+
Will take less than a week

* *high*
+
Infra team is not sure how much time this will take or it takes more than one week

There are also two additional types of tickets *ops* (needs sysadmin attention) and *dev*
(needs developer attention).

If there are some things we need to clear with the reporter, we switch the ticket to
*Waiting for reporter* priority and wait for the reply before adding the trouble, gain, ops/dev
label.
____

. Assigning tickets
+
If the ticket has labels we can switch it to *Waiting on Assignee* or assign it, if there
is someone who wants to take it.

== Ticket workflow for apps we don't maintain

This ticket workflow is applied to any ticket Infra Team finds in tracker and it's related to
app that Fedora Infra doesn't maintain.

. Identifying new tickets
+
The tracker is being checked by the Fedora Infrastructure Team twice per day from Monday to
Thursday. The new tickets can be recognized by not having any label and are in priority
*Needs Review*.

. Find the maintainer
+
Look for the maintainer of this app.

* Maintainer is known
+
Ping it in the ticket or close the ticket and ask reporter to create it upstream (close it
with the reason *Upstream*). This depends on the project. 

* Maintainer is not identified or not active
+
In this case new ticket should be created "<App> is without maintainer" and the following
should be done:

** Add your investigation outcome to ticket
+
Anything found out or known about the application should be added to this ticket.

** Short time outage (optional)
+
If there isn't clear if the application is used in infrastructure schedule a short outage
and see who will respond.

** Decide what to do with it
+
The app is without maintainer and the investigation revealed what is the purpose of this application.
There are now multiple options to choose from:

*** It's no longer useful
+
Shut it down and remove the ownership.

*** It's useful, but doesn't fit Fedora Infra mission
+
Put a 3 quarter timer for a shutdown

**** File a ticket with the appropriate board/council that the application has no owner and is a threat
to the stability of the project for reasons documented in the ticket. Let them know that you will need
to either remove/replace/get an owner for it. Give a 1 quarter deadline for guidance so they can come to a conclusion.

**** Put it in a quarterly planning cycle to do what is needed to shutdown it.

**** Use the last quarter to deal with any roadblocks (we could not replace it, we could not remove it,
we could not get an owner for it.)

*** It's something we need
+
Find POC in CPE team for it.

*** It's something that could be offloaded/migrated away from
+
In this case Fedora Infra should investigate the situation.

****  Add an investigation to https://pagure.io/fedora-infra/arc[ARC team board], prioritized by Product Owner

**** Figure out if it's an iniative, or a mini-initiative or just standard ticket

**** Schedule it, do it, drop our application

. Resolve the ticket

* Close it if the application is shut down

* Work on it if it's now Fedora Infra owner application

* Let the maintainer work on it and leave the resolution on them