SKU mapping

This guide covers how to create, edit, and manage SKU mappings at GitLab. Administrators should review the Administrator tasks section.

Understanding SKU mapping

What is SKU mapping

SKU mapping is the process we use to map a Product Rate Charge from Salesforce to a support subscription tier (Ultimate, Premium, ASE, etc.) in Zendesk.

Why is this needed

Because names can often change in the backend (of Salesforce) and are not always clear what exactly they correspond to. Having a mapping for these allows for backend systems to translate a “name” to an actual subscription tier.

Current SKU mapping

Due to the large number of them, we document the mapping via the Product Rate Charge Name mapping google sheet.

Administrator tasks

Adding a new SKU mapping

To add a new SKU mapping:

1. Add an entry to the Product Rate Charge Name mapping google sheet
   1. Set the first column (Product Rate Plan Charge Name) to the Rate Plan Charge Name value in Salesforce (hyperlinked to the Salesforce URL of the item)
   2. Copy the previous row’s second column (Subscription Tier) to your new row’s second column
   3. Select the correct corresponding subscription tier in the drop-down for your new row’s second column
   4. Copy the previous row’s third column (In ZD-SFDC sync?) to your new row’s third column
   5. Select No for your row’s third column
   6. Set the issue URL you are working from as your row’s fourth column (Notes)
2. Create a merge request to add the new mapping to the Zendesk-Salesforce sync processor project
   • For this merge request, you will be editing the data/plans.yaml file. You need to locate the subscription section it fits into and add a new array entry using the Rate Plan Charge Name value in Salesforce
3. Get a peer to review your merge request’s changes
4. Merge your merge request
5. Finalize the row on the Product Rate Charge Name mapping google sheet
   1. Set the value of the third column (In ZD-SFDC sync?) to Yes
   2. Delete the value in the fourth column (Notes)

Editing a SKU mapping

To edit a SKU mapping (i.e. change the Product Rate Charge Name used):

1. Create a merge request to edit the existing mapping to the Zendesk-Salesforce sync processor project
   • For this merge request, you will be editing the data/plans.yaml file. You need to locate the existing SKU by its original name and change it to the new Rate Plan Charge Name value in Salesforce
2. Get a peer to review your merge request’s changes
3. Merge your merge request
4. Edit the entry on the Product Rate Charge Name mapping google sheet
   • Change the value of the first column (Product Rate Plan Charge Name) to the Rate Plan Charge Name value in Salesforce (hyperlinked to the Salesforce URL of the item)

Removing a SKU mapping

To remove a SKU mapping:

1. Create a merge request to edit the existing mapping to the Zendesk-Salesforce sync processor project
   • For this merge request, you will be editing the data/plans.yaml file. You need to locate the existing SKU by its original name and delete its entry.
2. Get a peer to review your merge request’s changes
3. Merge your merge request
4. Delete the entry on the Product Rate Charge Name mapping google sheet