Ticket Processor

Support Operations documentation page for our Zendesk Global ticket processor

How is it triggered

The methodlogy we use is to have a Zendesk trigger fire based on the needed criteria, with one of the actions being to notify an active webhook. Said active webhook is set to trigger the CI/CD pipeline of the project (either for Zendesk Global or Zendesk US Government depending on the instance the trigger first from) to run the script based on the variables passed to it from the Zendesk trigger.

What it does on Zendesk Global

Currently, the ticket processor actions on the following:

Autowork account blocked requests

This checks the account status of a gitlab.com user. Depending on the status, different actions can occur:

If the user does not exist…
- A public reply is sent to the user stating the account does not exist
- The Ticket Stage value is set to FRT
- The ticket’s status is set to Pending
If the user is not blocked…
- A public reply is sent to the user stating the account is not actually blocked
- The Ticket Stage value is set to FRT
- The ticket’s status is set to Pending
If the user is blocked due to embargo policies…
- A public reply is sent to the user stating they were blocked due to embargo policies. It also tells them the next steps to resolve that.
- The Ticket Stage value is set to FRT
- The ticket’s status is set to Solved
If the user is blocked (but not due to embargo policies)…
- An issue is made within the T&S account reinstatement project
- An internal reply made on the ticket pointing the SE to the next steps to follow

Autowork account locked requests

This sends a public reply to the user on the ticket stating what they should do, sets the ticket’s status is set to Pending, and the Ticket Stage value is set to FRT.

Autowork email suppression requests

This checks if an email suppression exists within Mailgun. Depending on the results of the check, different actions can occur:

If a suppression exists…
- The located suppressions in Mailgun are deleted
- An internal reply made on the ticket stating that a suppression was found and removed, including the code, error, and timestamp of said suppression
- A public reply is sent to the user stating a suppression was found, removed, and what next steps the user should take.
- The ticket’s status is set to Solved
If a suppression does not exist…
- A public reply is sent to the user stating we did not locate any suppressions and what next steps they can take. policies. It also tells them the next steps to resolve that.
- The Ticket Stage value is set to FRT
- The ticket’s status is set to Pending

Autowork Namesquatting requests

This checks if a given namespace is eligible for release based on our various criteria. The result of the check will determine what acctions occur:

If the requester is a free user…
- A public reply is sent to the user stating these requests are only eligible for paying customers.
- The Ticket Stage value is set to FRT
If the namespace is invalid…
- A public reply is sent to the user stating we could not locate the namespace in question.
- The Ticket Stage value is set to FRT
If the namespace is not eligible…
- A public reply is sent to the user stating the namespace is not eligible for release at this time.
- The Ticket Stage value is set to FRT
If the namespace may be eligible…
- An internal reply made on the ticket stating that the namespace can only be released after contacting the namespace’s current owners. It lists the found email addresses of the owners.
- The Ticket Stage value is set to FRT
If the namespace is eligible…
- An internal reply made on the ticket stating that the namespace is eligible for immediate release.
- The Ticket Stage value is set to FRT

Add tags on Zendesk tickets based on comment content

This checks the passed comment (public and made be an agent) for the various types of items we would want to tag on the ticket. The current kinds of items (and the tag added based on them) are as follows:

Contains a gitlab.com issue link
- gitlab_issue_link tag is added
- CUSTOM_PATH_issues_IID tag is added
  - This refers to a long tag that contains the entire project path
  - Example: a link to issue 5 on project jcolyer/most_amazing_project_ever would be: jcolyer_most_amazing_project_ever_issues_5
Contains a gitlab.com merge request link
- gitlab_merge_request_link tag is added
- CUSTOM_PATH_merge_requests_IID tag is added
  - This refers to a long tag that contains the entire project path
  - Example: a link to merge request 27 on project jcolyer/most_amazing_project_ever would be: jcolyer_most_amazing_project_ever_merge_requests_27
Contains a docs.gitlab.com link
- docs_link tag is added
Contains a handbook.gitlab.com link
- hb_link tag is added
Contains text that indicates the agent offered a call
- agent_offered_call tag is added
- Search terms used:
  - calendly.com
  - gitlab.zoom.us
  - gitlabmtgs.webex.com
  - teams.microsoft.com

Add internal comments on Zendesk tickets based on the organization

This adds internal notes on a ticket based off information derived from the organization the requester of the ticket is a member of. This has the potential to make 3 different internal notes:

One derived from organization notes that can contain…
- A message about the organization being in an escalated state
- Partner troubleshooting information
- General organization information
- Any recent emergency tickets filed under the organization
- If the organization has a collaboration project
- If the organization is using a contact management project
- Support Operations notes (derived from the Notes/Details fields on the organization itself in Zendesk)
- Support notes (derived from the Zendesk Global Organizations project)
One detailing the organization’s support entitlement and grace period information
- Only if the organization is expired or a priority prospect
One about the organization being GitLab Dedicated

If a Support notes file does not exist, this will also create one for the organization.

Add tags on Zendesk tickets when a STAR is made on them

This adds the ticket tag star_submitted onto the ticket.

Add ticket weighting values to Zendesk tickets

This determines the ticket’s “weight” based on specific criteria. The criteria currently used can be seen within the ticket processor’s code

What it does on Zendesk US Government

Currently, the ticket processor actions on the following:

Change management

Keep in mind, all change management should be stemming from an issue, first and foremost.

All the triggers using this will rely on the master branch, meaning any merge requests to this will instantly take effect. Keep that in mind when using this.

Pipeline error ‘1: Unknown request type’

This error occurs when the REQUEST_TYPE and/or the REQUEST_SUBTYPE environment variables passed to the CI/CD trigger do not match anything the scripts are coded to handle.

When this occurs, you need to review what is triggering the pipeline and the variables being passed to it. If those are correct, it would then mean the script itself should be coded to account for those variables.

Either case, you will need to correct the area that is not correct.

Pipeline error ‘2: Unable to proceed on ticket’

This means Zendesk was unable to perform the needed actions on the ticket. The error message will include error itself and the description reported back from the Zendesk API.

You will need to review the reason it was not able to process the request and correct it. The resolution can vary, but in most cases it will be one of the following:

Something in our Zendesk configuration is blocking the request. We will need to determine what that is and correct it.
Something in the code of the script is making a bad Zendesk API request. We will need to determine what that is and correct it.

Last modified November 13, 2024: Removing section about attachment redaction (0089392a)

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