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team. Your close attention to this document will help both you and us do the work you are asking us to do.</p> </div> </div> </div> <div class="sect1"> <h2 id="_our_workflow"><a class="anchor" href="#_our_workflow"></a>Our Workflow</h2> <div class="sectionbody"> <div class="sect2"> <h3 id="_security_related_issues"><a class="anchor" href="#_security_related_issues"></a>Security related issues</h3> <div class="paragraph"> <p>Is your issue/problem related to security of an application or service we run?</p> </div> <div class="ulist"> <ul> <li> <p>send an email to <a href="mailto:infra-security@fedoraproject.org">infra-security@fedoraproject.org</a></p> </li> </ul> </div> </div> <div class="sect2"> <h3 id="_emergencyauthentication_issues"><a class="anchor" href="#_emergencyauthentication_issues"></a>Emergency/Authentication issues</h3> <div class="paragraph"> <p>Is your issue/problem urgent? (An important service is down, you need a change asap) or is your issue/problem such that you cannot file a ticket (authentication, no account, ticketing system down)</p> </div> <div class="ulist"> <ul> <li> <p>Login to a matrix account. join the #admin:fedoraproject.org channel. say '!oncall' and explain the issue or problem to the oncall person.</p> </li> <li> <p>If no one is available there:</p> <div class="ulist"> <ul> <li> <p>If you cannot authenticate to <a href="https://pagure.io/" class="bare">https://pagure.io/</a>, send an email to <a href="mailto:admin@fedoraproject.org">admin@fedoraproject.org</a></p> </li> <li> <p>Otherwise: go to next step.</p> </li> </ul> </div> </li> </ul> </div> </div> <div class="sect2"> <h3 id="_ticket_tracking"><a class="anchor" href="#_ticket_tracking"></a>Ticket tracking</h3> <div class="paragraph"> <p>By default, the infrastructure team tracks its work in tickets at: <a href="https://pagure.io/fedora-infrastructure/issues/" class="bare">https://pagure.io/fedora-infrastructure/issues/</a>. If you need something from us, please <a href="https://pagure.io/fedora-infrastructure/new_issue">open a new ticket</a> with as much information as you think is needed to process this request.</p> </div> <div class="paragraph"> <p>Once created your ticket will follow the following flow:</p> </div> <div id="img-ticket-flow" class="imageblock"> <div class="content"> <a class="image" href="../_images/daily_process.png"><img src="../_images/daily_process.png" alt="750" width="750"></a> </div> <div class="title">Figure 2: Daily Process Ticket Flow</div> </div> <div class="paragraph"> <p>A few notes:</p> </div> <div class="ulist"> <ul> <li> <p>Make sure to note if there is a deadline or if this issue blocks you.</p> </li> <li> <p>We review tickets during the two stand ups we hold Monday through Thursday (one more Europe timezone friendly and one more US timezone friendly).</p> </li> <li> <p>There is no need to ping team members or notify us about the newly filed ticket.</p> </li> <li> <p>Your ticket will be triaged by a team member and moved to a new state:</p> <div class="ulist"> <ul> <li> <p>A Gain and Pain levels will be added to the ticket, these are used by the team member to prioritize their work. (You can find the definition of each level in the <a href="https://docs.fedoraproject.org/en-US/cpe/glossary/">glossary</a>.)</p> </li> <li> <p>If it’s moved to <em>Waiting on asignee</em> it’s waiting for a team member to start working on it.</p> </li> <li> <p>If it’s moved to <em>Waiting on reporter</em> it means that you need to answer questions posed in the ticket before it can be worked on.</p> </li> <li> <p>If the ticket is closed with <em>initiative</em>, see <a href="https://docs.fedoraproject.org/en-US/cpe/initiatives/">New Initiative Workflow</a>.</p> </li> <li> <p>If the ticket is otherwise closed, it will be with a explanation from a team member.</p> </li> </ul> </div> </li> <li> <p>If you have an update to your issue/task or want to know when it might be worked on:</p> <div class="ulist"> <ul> <li> <p>comment in the ticket adding that information or asking for time frame.</p> </li> </ul> </div> </li> <li> <p>When someone is available, your ticket will be assigned to someone to work on.</p> <div class="ulist"> <ul> <li> <p>Watch for progress reports/ticket being marked done.</p> </li> </ul> </div> </li> <li> <p>If the work is not fully completed as required, please re-open the ticket and indicate this.</p> <div class="ulist"> <ul> <li> <p>Go back to the previous step for additional work.</p> </li> </ul> </div> </li> </ul> </div> </div> </div> </div> <div class="sect1"> <h2 id="_the_oncall_role_in_our_team"><a class="anchor" href="#_the_oncall_role_in_our_team"></a>The "Oncall" Role in Our Team</h2> <div class="sectionbody"> <div class="paragraph"> <p>One team member is always designated “oncall”. The assigned person changes every week. You can find who the currently assigned person is on matrix by using <code>!oncall</code> in any of our various matrix channels, such as <code>#admin:fedoraproject.org</code></p> </div> <div class="paragraph"> <p>When available, this person:</p> </div> <div class="olist arabic"> <ol class="arabic"> <li> <p>Accepts urgent work items for the team, such as an important or high SLE service being down or causing issues. A ticket should be filed by the reporter or the oncall person to track this work in any case.</p> </li> <li> <p>Shields other team members from distracting pings and less urgent tickets, deciding when an issue is important enough to interrupt another team member.</p> </li> <li> <p>Triages incoming tickets for urgent items that need work outside of normal triage process.</p> </li> </ol> </div> </div> </div> <div class="sect1"> <h2 id="_initiatives"><a class="anchor" href="#_initiatives"></a>Initiatives</h2> <div class="sectionbody"> <div class="paragraph"> <p>All tasks involving new applications, major deployments, major development work or the like will be asked to follow the <a href="https://docs.fedoraproject.org/en-US/cpe/initiatives/">New Initiative Workflow</a>. It will then be scoped and prioritized from there.</p> </div> </div> </div> <div class="sect1"> <h2 id="_general_ticket_considerations"><a class="anchor" href="#_general_ticket_considerations"></a>General Ticket Considerations</h2> <div class="sectionbody"> <div class="paragraph"> <p>Please provide as much information as you can in your ticket to avoid back and forth for information. If you know your issue is going to cause a lot of discussion, start a mailing list or discussion thread for that.</p> </div> <div class="paragraph"> <p>Make sure your ticket:</p> </div> <div class="ulist"> <ul> <li> <p>Explains the problem or issue you are having, with URLs where possible to the services or applications involved.</p> </li> <li> <p>Tells us how important or urgent this is to you.</p> </li> <li> <p>Includes any error messages or output you see.</p> </li> </ul> </div> <div class="paragraph"> <p>It is your responsibility as ticket reporter to follow your ticket, provide information that is asked for, and keep us aware of any urgency you may have. Do not simply file and forget your ticket.</p> </div> <div class="paragraph"> <p>Your ticket may take a while to process, depending on the current workload of the team has and how important we think it is. If your ticket is blocking you, make sure you note that in the ticket, but keep in mind that we may already be working on tickets that are blocking more people.</p> </div> <div class="paragraph"> <p>Every now and then, we will go through our old tickets. When this happen we may ask you to check if the issue still exists (it could be that a complimentary change fixed it, or that was just an intermittent issue or simply that it got fixed without us knowing). In those situation, we kindly ask that you reply to our question/ping within two weeks, otherwise we reserve the right to close the ticket (knowing that you can always re-open it or open a new one if the issue persists or re-appeared).</p> </div> </div> </div> <div class="sect1"> <h2 id="_matrix"><a class="anchor" href="#_matrix"></a>Matrix</h2> <div class="sectionbody"> <div class="paragraph"> <p>Matrix is a great way to communicate, but please do not ping team members directly. Instead, update your ticket with any new information you have and when the team member(s) working on that issue have time/availability, they may contact you on matrix for more interactive debugging/testing.</p> </div> </div> </div> <div class="sect1"> <h2 id="_direct_emails"><a class="anchor" href="#_direct_emails"></a>Direct emails</h2> <div class="sectionbody"> <div class="paragraph"> <p>E-mail is also a great communication method, but if you mail work items or information to one person directly, they cannot easily hand off the issue, you must wait for them to have time to address the issue (when others could perhaps have already solved it, etc). So, please avoid direct emails and instead update tickets with any information you want to add.</p> </div> </div> </div> <div class="sect1"> <h2 id="_rfc_1149"><a class="anchor" href="#_rfc_1149"></a>RFC 1149</h2> <div class="sectionbody"> <div class="paragraph"> <p><a href="https://tools.ietf.org/html/rfc1149">Pigeons are too slow</a> for most work items, and require facilities (e.g. dovecots) that most team members do not have. Even if the oncall member does have a free dovecot, feed, and is trained in handling carrier pigeons, sending a pigeon to a single team member has the same problems as using matrix or email for the same purpose, which means tickets are still the correct way to report problems.</p> </div> <div class="paragraph"> <p>In other words, please don’t send us any birds.</p> </div> </div> </div> <div id="" class="mt-16"> <p class="contribute px-6 py-3 w-fit bg-gray-100 dark:bg-fp-blue-darker rounded-full">Want to help? <a class="" href="https://docs.fedoraproject.org/en-US/fedora-docs/contributing-docs/">Learn how to contribute to Fedora Docs <span class="ml-2 inline-block text-3xl leading-4 h-max align-top text-black dark:text-white">›</span></a></p> </div> </article> </div> </main> </div> <footer class="flex flex-col bg-fp-gray-lightest dark:bg-fp-blue-darkest dark:text-fp-gray-light text-sm dark:border-t dark:border-gray-800"> <section class="pt-2 pb-6 px-2"> <p class="text-center">All Fedora Documentation content available under <a href="http://creativecommons.org/licenses/by-sa/4.0/legalcode">CC BY-SA 4.0</a> or, when specifically noted, under another <a href="https://fedoraproject.org/wiki/Licensing:Main">accepted</a> free and open content license.</p> <div class="container mx-auto flex flex-col lg:flex-row my-4"> <div class="mx-auto lg:mx-0 lg:basis-3/12"> <img src="../../_/img/fedora-blue.png" alt="Fedora Logo" class="w-36 mb-4 lg:mb-0" /> </div> <ul class="mx-4 flex items-center grow justify-center gap-4 lg:mx-0 lg:gap-12 xl:gap-20 2xl:gap-28 lg:justify-start" > <li class="list-none"> <a href="/en-US/legal/privacy/" class="text-fp-gray-darkest dark:text-fp-gray transition duration-300 ease-in-out hover:text-fp-gray dark:hover:text-fp-gray-light" >Privacy Statement</a > </li> <li class="list-none"> <a href="/en-US/legal/" class="text-fp-gray-darkest transition duration-300 ease-in-out hover:text-fp-gray dark:text-fp-gray dark:hover:text-fp-gray-light" >Legal</a > </li> <li class="list-none"> <a href="/en-US/project/code-of-conduct/" class="text-fp-gray-darkest transition duration-300 ease-in-out hover:text-fp-gray dark:text-fp-gray dark:hover:text-fp-gray-light" >Code of Conduct</a > </li> <li class="list-none"> <a href="https://getfedora.org/en/sponsors/" class="text-fp-gray-darkest transition duration-300 ease-in-out hover:text-fp-gray dark:text-fp-gray dark:hover:text-fp-gray-light" >Sponsors</a > </li> </ul> </div> <p class="text-center text-xs text-fp-gray-dark">Last build: 2024-12-03 18:50:08 UTC | Last content update: 2023-12-20 </p> </section>  <section class="bg-black py-6 text-center md:text-left px-2"> <div class="container mx-auto flex flex-col lg:flex-row"> <div class="mx-auto items-center lg:mx-0 lg:basis-3/12"> <img src="../../_/img/logo-sponsored-by-red-hat.png" alt="Sponsored by Red Hat Logo" class="mb-4 xl:mb-0" /> </div> <div class="flex items-center justify-center text-center lg:text-left lg:ml-8 xl:-ml-8 2xl:ml-5"> <p class="text-white"> Fedora is sponsored by Red Hat. <a class="block text-fp-gray xl:ml-2 xl:inline" href="https://www.redhat.com/en/technologies/linux-platforms/articles/relationship-between-fedora-and-rhel"> Learn more about the relationship between Red Hat and Fedora. </a> </p> </div> </div> </section> </footer> <script id="site-script" src="../../_/js/site.js" data-ui-root-path="../../_"></script> <script async src="../../_/js/vendor/highlight.js"></script> <script async src="../../_/js/vendor/datatables.js"></script> <script async src="../../_/js/vendor/tabs.js"></script> <script src="../../_/js/vendor/lunr.js"></script> <script src="../../_/js/search-ui.js" id="search-ui-script" data-site-root-path="../.." data-snippet-length="100" data-stylesheet="../../_/css/search.css"></script> <script async src="../../search-index.js"></script> </body> </html>