cc6d4b0750
Since we are moving to matrix, lets drop reference to irc. I may have missed a few of these and I left the Zodbot SOP alone for now until we replace it with the new matrix one. Signed-off-by: Kevin Fenzi <kevin@scrye.com>
158 lines
6.6 KiB
Text
158 lines
6.6 KiB
Text
= Working with Fedora Infrastructure
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This document explains how to efficiently work with the Fedora Infrastructure team.
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Your close attention to this document will help both you and us
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do the work you are asking us to do.
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== Our Workflow
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=== Security related issues
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Is your issue/problem related to security of an application or service we
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run?
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* send an email to infra-security@fedoraproject.org
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=== Emergency/Authentication issues
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Is your issue/problem urgent? (An important service is down, you need
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a change asap) or is your issue/problem such that you cannot file a ticket
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(authentication, no account, ticketing system down)
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* Login to a matrix account. join the #admin:fedoraproject.org channel.
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say '!oncall' and explain the issue or problem to the oncall person.
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* If no one is available there:
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** If you cannot authenticate to link:https://pagure.io/[], send an email
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to admin@fedoraproject.org
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** Otherwise: go to next step.
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=== Ticket tracking
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By default, the infrastructure team tracks its work in tickets at:
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link:https://pagure.io/fedora-infrastructure/issues/[].
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If you need something from us, please
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link:https://pagure.io/fedora-infrastructure/new_issue[open a new ticket] with
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as much information as you think is needed to process this request.
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Once created your ticket will follow the following flow:
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.Daily Process Ticket Flow
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[#img-ticket-flow]
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[caption="Figure 2: "]
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image::daily_process.png[750,750, link="../_images/daily_process.png"]
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A few notes:
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* Make sure to note if there is a deadline or if this issue blocks you.
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* We review tickets during the two stand ups we hold Monday through Thursday
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(one more Europe timezone friendly and one more US timezone friendly).
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* There is no need to ping team members or notify us about the newly filed
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ticket.
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* Your ticket will be triaged by a team member and moved to a new state:
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** A Gain and Pain levels will be added to the ticket, these are used by the
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team member to prioritize their work. (You can find the definition of each
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level in the https://docs.fedoraproject.org/en-US/cpe/glossary/[glossary].)
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** If it's moved to _Waiting on asignee_ it's waiting for a team member to
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start working on it.
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** If it's moved to _Waiting on reporter_ it means that you need to answer
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questions posed in the ticket before it can be worked on.
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** If the ticket is closed with _initiative_, see
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https://docs.fedoraproject.org/en-US/cpe/initiatives/[New Initiative Workflow].
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** If the ticket is otherwise closed, it will be with a explanation from
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a team member.
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* If you have an update to your issue/task or want to know when it might be
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worked on:
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** comment in the ticket adding that information or asking for time frame.
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* When someone is available, your ticket will be assigned to someone to work
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on.
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** Watch for progress reports/ticket being marked done.
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* If the work is not fully completed as required, please re-open the ticket
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and indicate this.
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** Go back to the previous step for additional work.
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== The "Oncall" Role in Our Team
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One team member is always designated “oncall”. The assigned person changes
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every week. You can find who the currently assigned person is on matrix by using
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`!oncall` in any of our various matrix channels, such as `#admin:fedoraproject.org`
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When available, this person:
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. Accepts urgent work items for the team, such as an important
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or high SLE service being down or causing issues. A ticket should
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be filed by the reporter or the oncall person to track this work in any case.
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. Shields other team members from distracting pings and less
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urgent tickets, deciding when an issue is important enough to
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interrupt another team member.
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. Triages incoming tickets for urgent items that need work outside
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of normal triage process.
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== Initiatives
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All tasks involving new applications, major deployments, major development work
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or the like will be asked to follow the
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https://docs.fedoraproject.org/en-US/cpe/initiatives/[New Initiative Workflow].
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It will then be scoped and prioritized from there.
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== General Ticket Considerations
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Please provide as much information as you can in your ticket to avoid
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back and forth for information. If you know your issue is going to
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cause a lot of discussion, start a mailing list or discussion thread for that.
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Make sure your ticket:
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* Explains the problem or issue you are having, with URLs where
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possible to the services or applications involved.
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* Tells us how important or urgent this is to you.
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* Includes any error messages or output you see.
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It is your responsibility as ticket reporter to follow your ticket, provide
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information that is asked for, and keep us aware of any urgency you may have.
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Do not simply file and forget your ticket.
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Your ticket may take a while to process, depending on the current workload
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of the team has and how important we think it is. If your ticket
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is blocking you, make sure you note that in the ticket, but keep in
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mind that we may already be working on tickets that are blocking more people.
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Every now and then, we will go through our old tickets. When this happen we may
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ask you to check if the issue still exists (it could be that a complimentary
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change fixed it, or that was just an intermittent issue or simply that it got
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fixed without us knowing). In those situation, we kindly ask that you reply to
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our question/ping within two weeks, otherwise we reserve the right to close the
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ticket (knowing that you can always re-open it or open a new one if the issue
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persists or re-appeared).
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== Matrix
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Matrix is a great way to communicate, but please do not ping team members
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directly. Instead, update your ticket with any new information you have and
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when the team member(s) working on that issue have time/availability, they
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may contact you on matrix for more interactive debugging/testing.
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== Direct emails
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E-mail is also a great communication method, but if you mail work items or
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information to one person directly, they cannot easily hand off the issue,
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you must wait for them to have time to address the issue (when others could
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perhaps have already solved it, etc). So, please avoid direct emails and
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instead update tickets with any information you want to add.
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== RFC 1149
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link:https://tools.ietf.org/html/rfc1149[Pigeons are too slow] for most work
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items, and require facilities (e.g. dovecots) that most team members do not
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have. Even if the oncall member does have a free dovecot, feed, and is trained
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in handling carrier pigeons, sending a pigeon to a single team member has the
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same problems as using matrix or email for the same purpose, which means tickets
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are still the correct way to report problems.
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In other words, please don't send us any birds.
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