Calendly audits

Support Operations policies page for Calendly audits

When do we perform these?

Calendly audits are to be completed every 6 months:

  • Once in the first quarter of the fiscal year
  • Once in the third quarter of the fiscal year

Process

To get started, you will first want to make an issue using the Calendly issue template in the audits project.

As the API is not yet able to handle this, this process will be a bit more of a manual process. To start, you will want to run the calendly audit script (see below for help with running the script). Once the script completes, it will output a large amount of information. This should be copied and pasted into the ## Notes section of the issue you created via the Calendly issue template.

From there, you need to go through the items reported and ping the person in the issue to ask for the item to be fixed (or clarify if this is intentional). This can take time, so wait about 72 hours after pinging someone before following back up. If the person has not replied concerning the topic by that time, ping that person’s manager (as well as the Support Operations Manager).

After that, you need to go into Calendly and confirm who is and isn’t there. It helps to make a list of who all is in the Calendly group and then correlate it to what the script outputed. Any users in Calendly but not outputted from the script need to be noted and we will need confirmation of why they are in there. If no justifcation can be made, they will need to be removed.

Once all the items have been addressed, you will then ping a Support Operations Manager to review the audit. They will then close out the issue.

Flowchart

graph TD; A-->B; B-->C; C-->D; D-->E; E-->F; F-->G; G-->|No|H; G-->|Yes|I; H-->I; I-->|No|J; J-->L; I-->|Yes|K; K-->L; L-->M; A(Run ./bin/calendly_audit); B(Put the output into the notes of the issue) C(Go into Calendly and grab a list of who is in there) D(Fill out the tables) E(Ping each person to address the problems) F(Wait 72 hours) G{Has the person addressed the issue?} H(Ping their manager and a Support Ops Manager, wait 72 hours) I{Have all issues been addressed?} J(Reach out to the Support Ops Manager via Slack in a DM) K(Ping Support Operations Manager for review) L(Support Operations Manager reviews) M(Support Operations Manager marks complete and closes issue)

Running the script

The requirements to run the script are:

  • Ruby (version 3.0.1)
  • A GitLab.com personal access token

To run the script, you will want to do the following commands:

1
2
3
4
5

git clone git@gitlab.com:gitlab-com/support/support-ops/audits.git
cd audits
gem install bundler
bundle install
./bin/calendly_audit

Note: This uses environment variables to run. As such, you’d want to set the following environment variables:

  • GL_TOKEN - The GitLab.com access token to use

As the script output is quite large, you might want to have it output to a file so you don’t lose the data due to scrollback. This can be done by doing the following:

1

./bin/calendly_audit > audit_output.txt

How the script works

  1. The script grabs the data from the support-team.yaml file
  2. The script outputs the table headers for the Support Team table
  3. The script iterates over each person form the support-team.yaml file, output the table information it can
    • If the person is missing a calendly link in the support-team.yaml file, it will make note of that
  4. The script then outputs the table headers for the Those in Calendly but not part of support team table

What issues does the script check for?

As it goes through the agents from the support-team.yaml file, it checks the following:

Last modified May 19, 2023: Adding new roles (b88e5bb)