Workflows

Support Operations documentation page for Slack workflows

Building a Slack workflow

To build a brand new workflow, you will first click the 3 horizontal dots on the left-hand side of your Slack window (the More option) and select Automations.

From this page, you will want to click Workflow builder button on the left-hand side of the page, which should make a new window pop-up.

Accessing Slack workflow builder

Within the new window, click the green Create Workflow button to start the process.

From here, you will select the various steps you want to occur. Using the pre-made templates is often the best place to start, but feel free to start from scratch if you feel comfortable doing so.

Once you are done building all the steps you want in the workflow, you will click the green Finish Up button at the top-right of the window. Doing so will normally prompt you to add the Name, Description, Image, and Workflow managers.

The exact options you pick depend on the nature of your workflow, but in terms of workflows managed by Support Readiness, we use the following options (you might need to click Show more permissions to see all the options):

Workflow managers:
- Jason Colyer
- Nabeel Hasan
- Alyssa Villa - Dionela
- Dylan Tragjasi
- Sarah Cole
- Rene Verschoor
- Lyle Kozloff
Can find this workflow
- Everyone in GitLab
Can copy this workflow
- Workflow managers only

With all that in place, click the green Publish button to activate your workflow.

Remember to test it all out and update this page to reflect the new workflow (if it is Support Readiness managed)!

Modifying a Slack workflow

To edit an existing workflow, you will first click the 3 horizontal dots on the left-hand side of your Slack window (the More option) and select Automations.

From this page, you will want to click Managed by you button on the left-hand side of the page and then select the workflow you are wanting to modify (and then click the Edit button), which should make a new window pop-up.

From here, you are in the workflow builder. Make the changes you want to make to the workflow and then click the green Publish button at the top-right of the window.

Remember to test it all out and update this page to reflect the new workflow (if it is Support Readiness managed)!

Unpublishing and deleting a Slack workflow

To unpublish or delete a workflow, you will follow the same directions as the Modifying a Slack workflow section. Instead of modifying steps and the like though, you are going to click the 3 horizontal dots at the top-right of the page, then select the option you are looking for (either Unpublish or Delete).

Remember to test it all out and update this page to reflect the new workflow (if it is Support Readiness managed)!

Currently used Slack workflows

This section serves as a form of “backup” for the Slack workflows we manage, as the current implementation of Slack workflows does not allow an export/import option.

Licensing Internal Requests

Locate at Licensing Internal Requests

Choose how to start the workflow
- When an emoji reaction is used
- Emoji reaction:
  - :internal-request:
  - :ir-form:
- Channels:
  - #support_gitlab-com
  - #support_licensing-subscription
  - #support_self-managed
Reply to a message in thread
- Select a message to reply to: Reference to the message that was reacted to
- Add a reply:
  Hey VARIABLE
  
  Thanks for seeking to help your customer.
  
  Because Support cannot accept new work or customer-specific requests via Slack, we cannot assist you here.
  
  Please submit an Internal Request on their behalf (Zendesk Light Agent account required), or they can open a Support ticket. Details here:
  - Variables
    - User who sent the message that was reacted to (@display name)

Permissions:

Managers:
- Jason Colyer
- Nabeel Hasan
- Alyssa Villa - Dionela
- Dylan Tragjasi
- Sarah Cole
- Rene Verschoor
- Lyle Kozloff
Can find this workflow
- Everyone in GitLab
Can copy this workflow
- Workflow managers only

Remind APAC DRIs about Pagerduty

Located at Remind APAC DRIs about Pagerduty

Steps:

Choose how to start the workflow
- On a Schedule
- Starts on: 2024-06-03 at 21:30
- Timezone: (UTC) Monrovia, Reykjavik
- Frequency: Custom
- Repeat every: 3 Months First Monday of the month
- Ends: Never
Send a message to a channel
- Select a channel: #support_leadership
- Add a message:
  
  Greetings @support-managers-apac!
  
  This is your quarterly reminder that Support Readiness will be implementing next quarter’s Pagerduty oncall schedules in about a month. As such, please remember to fill out the Pagerduty spreadsheet before the first of next month!
  
  The schedules you need to ensure are updated are CEOC 1, CEOC 2, CMOC 1, CMOC 2, Managers, and SSAT
  
  Please remember any BLANK values at the time of implementation will be assigned to the Support Director for your region.

Permissions:

Managers:
- Jason Colyer
- Nabeel Hasan
- Alyssa Villa - Dionela
- Dylan Tragjasi
- Sarah Cole
- Rene Verschoor
- Lyle Kozloff
Can find this workflow
- Everyone in GitLab
Can copy this workflow
- Workflow managers only

Remind AMER DRIs about Pagerduty

Located at Remind AMER DRIs about Pagerduty

Choose how to start the workflow
- On a Schedule
- Starts on: 2024-06-03 at 14:00
- Timezone: (UTC) Monrovia, Reykjavik
- Frequency: Custom
- Repeat every: 3 Months First Monday of the month
- Ends: Never
Send a message to a channel
- Select a channel: #support_leadership
- Add a message:
  
  Greetings @support-managers-apac!
  
  This is your quarterly reminder that Support Readiness will be implementing next quarter’s Pagerduty oncall schedules in about a month. As such, please remember to fill out the Pagerduty spreadsheet before the first of next month!
  
  The schedules you need to ensure are updated are Global CEOC 1, Global CEOC 2, Global CEOC 3, US Gov CEOC 1, US Gov CEOC 2, US Gov CEOC 3, CMOC, Managers, and SSAT
  
  Please remember any BLANK values at the time of implementation will be assigned to the Support Director for your region.

Permissions:

Managers:
- Jason Colyer
- Nabeel Hasan
- Alyssa Villa - Dionela
- Dylan Tragjasi
- Sarah Cole
- Rene Verschoor
- Lyle Kozloff
Can find this workflow
- Everyone in GitLab
Can copy this workflow
- Workflow managers only

Remind EMEA DRIs about Pagerduty

Located at Remind EMEA DRIs about Pagerduty

Choose how to start the workflow
- On a Schedule
- Starts on: 2024-06-03 at 08:00
- Timezone: (UTC) Monrovia, Reykjavik
- Frequency: Custom
- Repeat every: 3 Months First Monday of the month
- Ends: Never
Send a message to a channel
- Select a channel: #support_leadership
- Add a message:
  
  Greetings @support-managers-apac!
  
  This is your quarterly reminder that Support Readiness will be implementing next quarter’s Pagerduty oncall schedules in about a month. As such, please remember to fill out the Pagerduty spreadsheet before the first of next month!
  
  The schedules you need to ensure are updated are CEOC, CMOC, Managers, and SSAT
  
  Please remember any BLANK values at the time of implementation will be assigned to the Support Director for your region.

Permissions:

Managers:
- Jason Colyer
- Nabeel Hasan
- Alyssa Villa - Dionela
- Dylan Tragjasi
- Sarah Cole
- Rene Verschoor
- Lyle Kozloff
Can find this workflow
- Everyone in GitLab
Can copy this workflow
- Workflow managers only

Support Ticket Attention Request

Locate at Support Ticket Attention Request

Choose how to start the workflow
- When an emoji reaction is used
- Emoji reaction:
  - :escalate:
  - :support-ticket-attention-request:
- Channels:
  - #support_gitlab-com
  - #support_leadership
  - #support_licensing-subscription
  - #support_operations
  - #support_self-managed
  - #support_team-chat
  - #support_ticket-attention_requests
  - #support_to_sales_escalation
  - #spt_us-government
Reply to a message in thread
- Select a message to reply to: Reference to the message that was reacted to
- Add a reply:
  
  Hey VARIABLE! :waves:
  
  Thanks for seeking to help your customer.
  
  Because Support cannot accept new work or customer-specific requests via Slack, we cannot assist you here.
  
  To request attention on a ticket or issue, you’ll want to submit a Support Ticket Attention Request (STAR). Please follow the steps in the link below to do so.
  
  https://handbook.gitlab.com/handbook/support/internal-support/support-ticket-attention-requests#submitting-a-support-ticket-attention-request-star--starring-a-ticket
  - Variables
    - User who sent the message that was reacted to (@display name)

Permissions:

Managers:
- Jason Colyer
- Nabeel Hasan
- Alyssa Villa - Dionela
- Dylan Tragjasi
- Sarah Cole
- Rene Verschoor
- Lyle Kozloff
Can find this workflow
- Everyone in GitLab
Can copy this workflow
- Workflow managers only

Support Contact Management

Locate at Support Contact Management

Choose how to start the workflow
- When an emoji reaction is used
- Emoji reaction:
  - :admission_tickets:
- Channels:
  - #support_gitlab-com
  - #support_leadership
  - #support_licensing-subscription
  - #support_operations
  - #support_self-managed
  - #support_ticket-attention-requests
Reply to a message in thread
- Select a message to reply to: Reference to the message that was reacted to
- Add a reply:
  
  Hello VARIABLE!
  
  The management of support contacts for a Zendesk Global organization can only be done by the users of the organization, and will be done via a Support Operations ticket. The information for this can be found at https://about.gitlab.com/support/managing-support-contacts/. This page ? also contains the exact links to use to contact the Support Ops team in regards to contact management. The specific form linked on this page will not automatically close out a case.
  
  Note that nothing that is auto-generated on the page, such as the Choose the reason why you are reaching out to us today, should be changed to ensure proper ticket routing.
  
  Please direct your customer to that page and encourage them to fully read the information therein. From there, they should make a decision on the next course of action in regards to their support contacts that best suits their company.
  - Variables
    - User who sent the message that was reacted to (@display name)

Permissions:

Managers:
- Jason Colyer
- Nabeel Hasan
- Alyssa Villa - Dionela
- Dylan Tragjasi
- Sarah Cole
- Rene Verschoor
- Lyle Kozloff
Can find this workflow
- Everyone in GitLab
Can copy this workflow
- Workflow managers only

US Government Support Customer Info Reminder

Located at US Government Support Customer Info Reminder

Choose how to start the workflow
- When an emoji reaction is used
- Emoji reaction:
  - :loose_lips_sink_ships:
- Channels:
  - #spt_us-gov-evening-overnight
  - #spt_us-government
Reply to a message in thread
- Select a message to reply to: Reference to the message that was reacted to
- Add a reply:
  
  Hello VARIABLE, please redact the customer information in your comment. This channel may be accessed by non-US Citizens and customer information is not permitted to be shared openly here.
  
  Refer to the US Government Support Communication Guidelines to see how you may reference customer information in a secure manner.
  - Variables
    - User who sent the message that was reacted to (@display name)

Permissions:

Managers:
- James Lopes
- Jason Colyer
- Sarah Cole
Can find this workflow
- Everyone in GitLab
Can copy this workflow
- Workflow managers only

Last modified October 15, 2024: Removing reference to zd feed channels (418836ef)

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