Import and Integrate Support Pod

Purpose

Creating a dedicated group to work together on Import and Integrate based tickets.

This will allow everyone to gain more knowledge regarding the various GitLab integrations and an easier location to share the knowledge across regions.

Current objectives

• Collaborate on tickets related to:
  • Import/Export of projects
  • The various GitLab Integrations we have (as owned by the Manage::Integrations group)
• Gain and share knowledge
• Documentation updates

Support Pod members

• Lead: Anton Smith (@anton)
• Justin Farmiloe (@jfarmiloe)
• Emily Chang (@emchang)
• David Wainaina (@dwainaina)

Collaboration channels

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

Create Import view

TBA

Create Integrate view

Since limitations in Zendesk prevent each 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 (Integrate (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. Click Add condition and from left to right Support - Category, Is, Integrate applications...
      3. Click Add condition and from left to right Support - Integrations subcategory, Is not, Elasticsearch
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 Integrations Pod View.

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