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---
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title: TPA-RFC-12: Triage and office hours formalization
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---
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[[_TOC_]]
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Summary: this RFC changes TPA-RFC-2 to formalize the triage and
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office hours process.
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# Background
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Since we have migrated to GitLab (~June 2021), we have been using
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GitLab dashboards as part of our ticket processing pipeline. The
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triage system was somewhat discussed in [TPA-RFC-5: GitLab
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migration][TPA-RFC-5] but it seems this policy could use more visibility or
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clarification.
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[TPA-RFC-5]: policy/tpa-rfc-5-gitlab
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Also, since April 2021, TPA has been running an unofficial "office
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hours", where we try to occupy a Big Blue Button room more or less
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continuously during the day. Those have been hit and miss, in general,
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but we believe it is worth formalizing this practice as well.
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# Proposal
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The proposal is to patch TPA-RFC-2 to document how we do triage, but
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also include the office hours as a support channel.
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## Scope
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This affects the way TPA interacts with users and will, to a certain
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extent, augment our workload. We should, however, consider that the
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office hours (in particular) are offered on a "best-effort" basis and
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might not be continually operated during the entire day.
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## Actual changes
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[Merge request 18](https://gitlab.torproject.org/tpo/tpa/wiki-replica/-/merge_requests/18) adds "Office hours" and "Triage" section
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to [TPA-RFC-2: support][TPA-RFC-2]. It also clarifies the ticket triage
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process in [TPA-RFC-5][].
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[TPA-RFC-2]: policy/tpa-rfc-2-support
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# Deadline
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This proposal will be adopted by 2021-09-21 unless an objection is
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raised inside TPA.
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# Status
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This proposal is currently in the `proposed` state.
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# References
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* [TPA-RFC-2][] documents our support policies
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* [TPA-RFC-5][] documents the GitLab migration and ticket workflow
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* this book introduced the concept of an "interruption shield":
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Limoncelli, T. A., Hogan, C. J., Chalup, S. R. 2007. *The Practice
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of System and Network Administration*, 2nd edition. Addison-Wesley. |