How to handle new tickets in fedora-infrastructure

This SOP describes the process of handling incoming tickets on https://pagure.io/fedora-infrastructure.

Contact Information

Owner

Fedora Infrastructure Team

Contact

#fedora-admin, #fedora-noc

Location

https://pagure.io/fedora-infrastructure

Purpose

Fedora infra ticket tracker

Ticket workflow for standard tickets

This ticket workflow is applied to any ticket Infra Team finds in tracker and it’s related to issue that really falls under Fedora Infra Team umbrella. This will be evaluated by the Infra Team itself, but everything related to apps Fedora Infra Team maintains automatically falls in this category.

  1. Identifying new tickets

    The tracker is being checked by the Fedora Infrastructure Team twice per day from Monday to Thursday. The new tickets can be recognized by not having any label and are in priority Needs Review.

  2. Adding labels to tickets

    The team will look at each ticket and evaluate the trouble and gain this ticket represents.

    Gain could be:

    • low

      Affects only few users

    • medium

      Affects some of the Fedora users

    • high

      Affects most of the community

    Trouble could be:

    • low

      Will take less than a day

    • medium

      Will take less than a week

    • high

      Infra team is not sure how much time this will take or it takes more than one week

    There are also two additional types of tickets ops (needs sysadmin attention) and dev (needs developer attention).

    If there are some things we need to clear with the reporter, we switch the ticket to Waiting for reporter priority and wait for the reply before adding the trouble, gain, ops/dev label.

  3. Assigning tickets

    If the ticket has labels we can switch it to Waiting on Assignee or assign it, if there is someone who wants to take it.

Ticket workflow for apps we don’t maintain

This ticket workflow is applied to any ticket Infra Team finds in tracker and it’s related to app that Fedora Infra doesn’t maintain.

  1. Identifying new tickets

    The tracker is being checked by the Fedora Infrastructure Team twice per day from Monday to Thursday. The new tickets can be recognized by not having any label and are in priority Needs Review.

  2. Find the maintainer

    Look for the maintainer of this app.

    • Maintainer is known

      Ping it in the ticket or close the ticket and ask reporter to create it upstream (close it with the reason Upstream). This depends on the project.

    • Maintainer is not identified or not active

      In this case new ticket should be created "<App> is without maintainer" and the following should be done:

      • Add your investigation outcome to ticket

        Anything found out or known about the application should be added to this ticket.

      • Short time outage (optional)

        If there isn’t clear if the application is used in infrastructure schedule a short outage and see who will respond.

      • Decide what to do with it

        The app is without maintainer and the investigation revealed what is the purpose of this application. There are now multiple options to choose from:

        • It’s no longer useful

          Shut it down and remove the ownership.

        • It’s useful, but doesn’t fit Fedora Infra mission

          Put a 3 quarter timer for a shutdown

          • File a ticket with the appropriate board/council that the application has no owner and is a threat to the stability of the project for reasons documented in the ticket. Let them know that you will need to either remove/replace/get an owner for it. Give a 1 quarter deadline for guidance so they can come to a conclusion.

          • Put it in a quarterly planning cycle to do what is needed to shutdown it.

          • Use the last quarter to deal with any roadblocks (we could not replace it, we could not remove it, we could not get an owner for it.)

        • It’s something we need

          Find POC in CPE team for it.

        • It’s something that could be offloaded/migrated away from

          In this case Fedora Infra should investigate the situation.

          • Add an investigation to ARC team board, prioritized by Product Owner

          • Figure out if it’s an iniative, or a mini-initiative or just standard ticket

          • Schedule it, do it, drop our application

  3. Resolve the ticket

    • Close it if the application is shut down

    • Work on it if it’s now Fedora Infra owner application

    • Let the maintainer work on it and leave the resolution on them

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