Groups
Note
All group creations are handled via an ad-hoc deployment.
All group updates are handled via a standard deployment.
Creating a group
For these, you will need to create a corresponding group file in the sync repo.
You should also do this in a way that creates a MR. Said MR should always be peer reviewed before merging (the MR should enforce this).
Editing a group
Note
Due to the potential downstream impact, you should never edit a group. If you are looking to make changes to a group’s name, you should make a new group and migrate users over to it.Deleting a group
Note
Due to the potential downstream impact, you should never delete a group.Removing an agent from a group
Note
This can be a very dangerous action that can have significant downstream impacts. Exercise extreme caution in doing so.When removing an agent from a group, you need to consider their assigned tickets. If they have them assigned to the group they are being removed from, the tickets will be unassigned from them.
You will make the change directly in Zendesk. Remeber to update the agent’s correspoding YAML file in gitlab-support-readiness/support-team if they have one. If this is changing their default group, remember to make the changes accordingly in the agent syncs:
Exception deployment
To perform an exception deployment for groups, navigate to the groups project in question, go to the scheduled pipelines page, and click the play button. This will trigger a sync job for the groups.
Repo links
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