User Association

User association is a very specific and particular process. This is for both security and accuracy.

Via Zendesk

NOTE This only applies to Zendesk Global for organizations not using a contact management project.

Before proceeding, ensure a user has either proved their support entitlement or the request to associate the user in question is coming from an already associated user (of and organization not using a contact manaement project).

If the organization does not have a contact management project, you may then associate the user to the organization by copying the full organization name and then pasting it in the Org input field for the user in question (make sure to click the organization that appears after doing so to finish the association).

Proving support entitlement

When a user is not associated to an organization, they may need to prove their support entitlement. You can request this using the macro Support::Support Ops::Proof of support entitlement.

Once the user has replied with the requested information, the next steps depend on the product offering being used (see Locating the Salesforce ID for gitlab.com customers or Locating the Salesforce ID for Self-Managed or GitLab Dedicated customers for more info). Ultimately, we need to get the Salesforce ID so we can search for them in Zendesk.

NOTE: This can be tricky and some nuisances can occur. If you encounter issues locating an account, please reach out to your fellow Support Operations Specialists for assistance.

Once the Salesforce ID is located, search Zendesk to locate the organization. You want to search based on the salesforce_id field, so you would want your search query to look like:

salesforce_id:ID_NUMBER*

https://gitlab.zendesk.com/agent/search/1?copy&type=organization&q=aaa Replacing ID_NUMBER with the Salesforce ID you located (putting the asterisk at the end ensures your search will work regardless of the ID value being the 15 or 18 character ID). Make sure to click the Organizations tab of the search results!

Once you have located the organization, check if it has a contact management project or not. The quickest way to do this is to go to the organization’s page and check if the Contact Management Project ID field is blank or not.

If the organization has a contact management project, we cannot proceed forward. The organization would need to add the user in question via the contact management project.

NOTE: If customer purchased AWS license (AWS AMI with GitLab domain email), please use this organization to associate. Please read the organization notes carefully.

Locating the Salesforce ID for gitlab.com customers

NOTE: Remember that the requests for these must come from a person who has Owner rights on the parent group with the paid subscription.

For gitlab.com customers, we need to use a combination of the GitLab Super App and the Support Ops Super App.

To start, you will need to locate the parent namespace that has a valid paid subscription. To do this, search for the user in question via the GitLab Super App, using the User Lookup plugin. Once you have done the search, click the Group memberships list and review the output provided. You are looking for Owner level membership to the parent group with the paid subscription. You want the value right after groups/ in the URL (and nothing after it).

NOTE If the user not an Owner on the parent group with the paid subscription, the user has not passed proving support entitlement. They will need to be added to the parent group with the paid subscription as an Owner before we can proceed.

With that value, use the Namespace Lookup plugin in the Support Ops Super App to search for the top-level namespace. The output from this plugin should provide you with the Salesforce ID.

Locating the Salesforce ID for Self-Managed or GitLab Dedicated customers

NOTE: Remember that to pass entitlement, the request must meet the following criteria (any of it missing would mean they have not passed):

• The request must be coming from a company provided email address (no generic email addresses such as Gmail, Yahoo, etc.)
• Licensing information has been provided (license ID, cloud activation code, or the raw license file are the only accepted methods of providing license information). Do remember that the license must be for a valid subscription (trial license will not work and it must not be expired).
• The URL of the GitLab Dedicated instance (GitLab Dedicated only)
• The email of the person the subscription was sold to (the subscription owner) has been provided

For Self-Managed or GitLab Dedicated customers, we need to locate them in CDot first. To do so:

1. Locate the billing account in CDot
   • If given a license ID number:
     1. Navigate to https://customers.gitlab.com/admin/license/XXXXX, replacing XXXXX with the license ID number
     2. Copy the Email value from the page
     3. Navigate to https://customers.gitlab.com/admin/customer?query=EMAIL, replacing EMAIL with the email value obtained in the previous step
     4. Click the Show icon (looks like an i in a cirle)
     5. Click the Billing account link under the Billing accounts section
   • If given the cloud activation code:
     1. Navigate to https://customers.gitlab.com/admin/cloud_activation?query=XXXXX, replacing XXXXX with the cloud activation code
     2. Click the Show icon (looks like an i in a cirle)
     3. Click the link in the Billing account section
   • If given the raw license file:
     1. Navigate to the Validate license page
     2. Paste the contents of the raw license file into the text field
     3. Click the Validate button
     4. Copy the Email value under the licensee section
     5. Navigate to https://customers.gitlab.com/admin/customer?query=EMAIL, replacing EMAIL with the email value obtained in the previous step
     6. Click the Show icon (looks like an i in a cirle)
     7. Click the Billing account link under the Billing accounts section
2. Copy the Salesforce ID on the page

Via contact management projects

Note This only applies to Zendesk Global.

As the organization controls who is/isn’t in the contacts.yaml files for these, we are not involved on these.

For information on managing a contact management project, please see Contact Management Projects.

Via the zendesk-salesforce sync

Note This only applies to Zendesk US Federal.

As the management of organization contacts is handled solely via the zendesk-salesforce sync, we are not involved on these.

For information on how the contacts are sync, please see Zendesk US Federal users sync

Change management

These are done solely via tickets.