Move day to day with fedora to infra docs

Move day_to_day_fedora.adoc from https://docs.fedoraproject.org/en-US/cpe to
https://docs.fedoraproject.org/en-US/infra

This is a more fitting place for this information.

Signed-off-by: Michal Konečný <mkonecny@redhat.com>

modules/ROOT/nav.adoc

@@ -1,4 +1,5 @@
 * xref:overview.adoc[A global overview]
+* xref:day_to_day_fedora.adoc[Working with Fedora Infrastructure]
 * xref:join.adoc[Join the team]
 * xref:services.adoc[List of our services]
 ** xref:services.adoc#_accounts[Account management]

modules/ROOT/pages/day_to_day_fedora.adoc

@@ -0,0 +1,160 @@
+= Working with Fedora Infrastructure
+
+This document explains how to efficiently work with the
+Fedora Infrastructure team.
+Your close attention to this document will help both you and us
+do the work you are asking us to do.
+
+== Our Workflow
+
+=== Security related issues
+Is your issue/problem related to security of an application or service we
+run?
+
+  * send an email to infra-security@fedoraproject.org
+
+=== Emergency/Authentication issues
+Is your issue/problem urgent? (An important service is down, you need
+a change asap) or is your issue/problem such that you cannot file a ticket
+(authentication, no account, ticketing system down)
+
+* On IRC (irc.libera.chat) join the `#fedora-admin` channel, say _.oncall_,
+  and explain the issue to the oncall person.
+
+* If no answer:
+  ** If you cannot authenticate to link:https://pagure.io/[], send an email
+     to admin@fedoraproject.org
+  ** Otherwise: go to next step.
+
+=== Ticket tracking
+
+By default, the infrastructure team tracks its work in tickets at:
+link:https://pagure.io/fedora-infrastructure/issues/[].
+If you need something from us, please
+link:https://pagure.io/fedora-infrastructure/new_issue[open a new ticket] with
+as much information as you think is needed to process this request.
+
+Once created your ticket will follow the following flow:
+
+.Ticket Flow
+[#img-ticket-flow]
+[caption="Figure 2: "]
+image::ticket_flow.jpg[750,750, link="../_images/ticket_flow.jpg"]
+
+A few notes:
+
+* Make sure to note if there is a deadline or if this issue blocks you.
+* We review tickets during the two stand ups we hold Monday through Friday
+  (one more Europe timezone friendly and one more US timezone friendly).
+* There is no need to ping team members or notify us about the newly filed
+  ticket.
+
+* Your ticket will be triaged by a team member and moved to a new state:
+  ** A Gain and Pain levels will be added to the ticket, these are used by the
+    team member to prioritize their work. (You can find the definition of each
+    level in the https://docs.fedoraproject.org/en-US/cpe/glossary/[glossary].)
+  ** If it's moved to _Waiting on asignee_ it's waiting for a team member to
+    start working on it.
+  ** If it's moved to _Waiting on reporter_ it means that you need to answer
+    questions posed in the ticket before it can be worked on.
+  ** If the ticket is closed with _initiative_, see
+    https://docs.fedoraproject.org/en-US/cpe/initiatives/[New Initiative Workflow].
+  ** If the ticket is otherwise closed, it will be with a explanation from
+    a team member.
+
+
+* If you have an update to your issue/task or want to know when it might be
+worked on:
+  ** comment in the ticket adding that information or asking for time frame.
+
+* When someone is available, your ticket will be assigned to someone to work
+  on.
+  ** Watch for progress reports/ticket being marked done.
+
+* If the work is not fully completed as required, please re-open the ticket
+  and indicate this.
+  ** Go back to the previous step for additional work.
+
+
+== The "Oncall" Role in Our Team
+
+One CPE team member is always designated “oncall”. The assigned person changes
+every week. You can find who the currently assigned person is on IRC by using
+`.oncall` in any of our various IRC channels, such as `#fedora-admin` on
+Libera Chat.
+
+When available, this person:
+
+. Accepts urgent work items for the team, such as an important
+  or high SLE service being down or causing issues. A ticket should
+  be filed by the reporter or the oncall person to track this work in any case.
+
+. Shields other team members from distracting pings and less
+  urgent tickets, deciding when an issue is important enough to
+  interrupt another team member.
+
+. Triages incoming tickets for urgent items that need work outside
+  of normal triage process.
+
+== Initiatives
+
+All tasks involving new applications, major deployments, major development work
+or the like will be asked to follow the
+https://docs.fedoraproject.org/en-US/cpe/initiatives/[New Initiative Workflow].
+It will then be scoped and prioritized from there.
+
+== General Ticket Considerations
+
+Please provide as much information as you can in your ticket to avoid
+back and forth for information. If you know your issue is going to
+cause a lot of discussion, start a mailing list thread for that.
+
+Make sure your ticket:
+
+* Explains the problem or issue you are having, with URLs where
+  possible to the services or applications involved.
+* Tells us how important or urgent this is to you.
+* Includes any error messages or output you see.
+
+It is your responsibility as ticket reporter to follow your ticket, provide
+information that is asked for, and keep us aware of any urgency you may have.
+Do not simply file and forget your ticket.
+
+Your ticket may take a while to process, depending on the current workload
+of the team has and how important we think it is. If your ticket
+is blocking you, make sure you note that in the ticket, but keep in
+mind that we may already be working on tickets that are blocking more people.
+
+Every now and then, we will go through our old tickets. When this happen we may
+ask you to check if the issue still exists (it could be that a complimentary
+change fixed it, or that was just an intermittent issue or simply that it got
+fixed without us knowing). In those situation, we kindly ask that you reply to
+our question/ping within two weeks, otherwise we reserve the right to close the
+ticket (knowing that you can always re-open it or open a new one if the issue
+persists or re-appeared).
+
+== IRC
+
+IRC is a great way to communicate, but please do not ping team members
+directly. Instead, update your ticket with any new information you have and
+when the team member(s) working on that issue have time/availability, they
+may contact you on IRC for more interactive debugging/testing.
+
+== Direct emails
+
+E-mail is also a great communication method, but if you mail work items or
+information to one person directly, they cannot easily hand off the issue,
+you must wait for them to have time to address the issue (when others could
+perhaps have already solved it, etc). So, please avoid direct emails and
+instead update tickets with any information you want to add.
+
+== RFC 1149
+
+link:https://tools.ietf.org/html/rfc1149[Pigeons are too slow] for most work
+items, and require facilities (e.g. dovecots) that most team members do not
+have. Even if the oncall member does have a free dovecot, feed, and is trained
+in handling carrier pigeons, sending a pigeon to a single team member has the
+same problems as using IRC or email for the same purpose, which means tickets
+are still the correct way to report problems.
+
+In other words, please don't send us any birds.