Geo Support Pod

Purpose

Creating a dedicated group to work together on Geo tickets.

This will allow everyone to gain more knowledge regarding Geo and an easier location to share the knowledge acroos regions.

Current objectives

• Collaborate on tickets related to Geo

• Gain and share knoweledge

• Documentation updates

Support Pod members

• Lead: Ronald van Zon (@rvzon)
• Co-Lead: Anton Smith (@anton)
• Alexander Strachan (@astrachan)
• Brie Carranza (@bcarranza)
• Bo Carbonell (@bocarbonell)
• Daniel Diniz (@dnldnz)
• Emily Chang (@emchang)
• Łukasz Korbasiewicz (@lkorbasiewicz)
• Mario Mora (@mmora)
• Harish Ramachandran (@harishsr)
• Nathaniel Rosario (@nrosario)
• Aric Buerer (@abuerer)

Collaboration channels

• Slack channel: #spt_pod_geo
• Epic - https://gitlab.com/groups/gitlab-com/support/-/epics/145

Standing Meetings

• Geo Pod Sync APAC <> AMER - 21:30 UTC Tuesday
• EMEA Geo Group Pairing - 08:00 UTC Wednesday
• Geo Pod Sync EMEA <> AMER - 14:00 UTC Thursday

Create Geo Pod view

Since limitation in Zendesk prevent every pod from having a shared view, you will have to create one manually. Follow the steps below and you should have a personal view in no time.

1. Click on Manage views
2. In the new Window on the top right click Add view
3. Give the view a nice name (Geo (All regions))
4. Move to Conditions
   1. Tickets must meet all of these conditions to appear in the view
      1. Click Add condition and from left to right Status, Less than, Pending
      2. Add second conditation (from left to right) Form, Is, Self-Managed
   2. Tickets can meet any of these conditions to appear in the view
      1. Click Add condition (from left to right) Descripition, Contains at least one of the following words, geo
5. Move on to Formatting options
   1. This is kind of up to your flavour but below are some suggestions.
      1. Next SLA breach
      2. Priority
      3. SGG
      4. Preferred Region for Support
      5. Subject
      6. Organization
      7. Assignee
      8. Request date
      9. Latest update by assignee
6. Change Order by to Next SLA breach, Ascending
7. Click Save

Congratulations you now have a personal Geo Pod View.