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 SaaS customers or Locating the Salesforce ID for Self-Managed 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.
Locating the Salesforce ID for SaaS customers
For SaaS customers, we need to use a comnbination of the GitLab Super App
and
workbench. See
Locating the namespace ID via the GitLab Super App
and
Locating the Salesforce ID via workbench
for more information.
Locating the Salesforce ID for Self-Managed customers
For Self-Managed customers, we need to locate them in cDot:
- Locate the customer account in cDot
- If given a license ID number:
- Navigate to
https://customers.gitlab.com/admin/license/xxx
(replacingxxx
with the license ID) - Copy the
Email
on the license and search cDot using that (via the customer page). Make sure to end on theShow
page of the customer pages.
- Navigate to
- If given the license email. search the licenses (via the
license page). Then use the
information detailed above (
If given a license ID
).
- Locate the billing account of the customer in
cDot. This is done on the customer page
by clicking the link for
Billing accounts
- Copy the Salesforce ID
Locating the namespace ID via the GitLab 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 a
namespace with a paid subscription (bronze, silver, or gold) that is not an
internal team member namespace. You want the value right after groups/
in the
URL (and nothing after it).
An alternative is if, when you do the User Lookup
, you see the
Provisioned by
value shows an ID or namespace. If that is the case, you can
use that value.
Note If the user not a a member of a paid namespace and the value of
Provisioned by
is null, the user has not passed proving support entitlement.
They will need to be added to a paid namespace before we can proceed.
With that value, use the Namespace Lookup
plugin in the GitLab Super App to
search for the top-level namespace. The output from this plugin will give you
the namespace’s ID.
Locating the Salesforce ID via workbench
To use workbench to locate the Salesforce Account ID:
-
Navigate to https://workbench.developerforce.com/query.php
-
Run the following query:
1 2 3 4 5 6 7 8
SELECT Account_ID_18__c, Zuora__SubscriptionStartDate__c, Zuora__SubscriptionEndDate__c, GitLabNamespaceID__c, GitLabNamespaceName__c FROM Zuora__Subscription__c WHERE GitLabNamespaceID__c = 'XXXXX'
- Replacing
XXXXX
with the namespace ID
- Replacing
-
Review the results to locate the row that aligns with expectations
-
Copy the
Account_ID_18__c
value
You might need to review the account in Salesforce specifically to determine if you have the correct one.
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.
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