diff --git a/modules/ROOT/assets/images/ticket_flow.jpg b/modules/ROOT/assets/images/ticket_flow.jpg new file mode 100644 index 0000000..75a2367 Binary files /dev/null and b/modules/ROOT/assets/images/ticket_flow.jpg differ diff --git a/modules/ROOT/nav.adoc b/modules/ROOT/nav.adoc index f583d1f..507a910 100644 --- a/modules/ROOT/nav.adoc +++ b/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] diff --git a/modules/ROOT/pages/day_to_day_fedora.adoc b/modules/ROOT/pages/day_to_day_fedora.adoc new file mode 100644 index 0000000..4d3815d --- /dev/null +++ b/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.