Zendesk Global

^{Introduced via gitlab-com/support/support-ops/support-ops-project#1889}

Understanding the Zendesk Global system checker

What is the Zendesk Global system checker

The Zendesk Global system checker is a setup using scheduled pipelines to check the status of Zendesk Global. It posts to the #feed_status-zendesk-global Slack channel.

How does it work

At the top of every hour UTC (0 * * * *), a scheduled pipeline causes the bin/run script to execute. This does the following:

• Gathers the current Zendesk status information from the following API endpoints:
  • List Active Incidents
  • List Maintenance Incidents
• Compares the current Zendesk status information for incidents to that of the stored information from data/incidents.yaml file
  • If the Zendesk status information for an incident is not within the stored information (and it is not already resolved), the information is stored as a new incident
  • If the Zendesk status information for an incident is within the stored information (but there are differences between the two), the information is stored as an updated incident
    • If the update is it being resolved, the item will later be deleted from the data/incidents.yaml file
• Compares the current Zendesk status information for maintenances to that of the stored information from data/maintenances.yaml file
  • If the Zendesk status information for a maintenance is not within the stored information (and it is not already completed), the information is stored as a new maintenance
  • If the Zendesk status information for a maintenance is within the stored information (but there are differences between the two), the information is stored as an updated maintenance
    • If the update is it being resolved, the item will later be deleted from the data/maintenances.yaml file
• Creates a new commit to the project updating the data/incidents.yaml and data/maintenances.yaml files (if there are any new or updated items)
• Makes posts to the #feed_status-zendesk-global Slack channel detailing any new or updated items

Changing the Zendesk Global system checker

To make changes to the Zendesk Global system checker, you will need to create a MR in the project repo. The exact changes being made will depend on the request itself.

After a peer reviews and approves your MR, you can merge the MR (which will have them applied on the next triggered run).

Common issues and troubleshooting

This is a living section that will have items added to it as needed.