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udpate day to day working with CentOS Infra team

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Signed-off-by: siddharthvipul <siddharthvipul1@gmail.com>
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Vipul Siddharth 2020-07-22 13:26:15 +05:30
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@ -5,7 +5,83 @@ This document explains how to efficiently work with the CPE team.
Your close attention to this document will help both you and us
do the work you are asking us to do.
[NOTE]
====
This document is a work in progress and will be updated soon.
====
== Our Workflow
. Is your issue/problem related to security of an application or service we
run?
* send an email to `security` @centos.org
. Is your issue CentOS CI Infra or CentOS Infra related?
* Follow next step
. File a ticket in link:https://pagure.io/centos-infra/issues/ with
as much information as you think will be needed to handle your issue. This
initial ticket will be made in the _Needs review_ state. Make sure to note if
there is a deadline or if this issue blocks you.
* Your ticket will be reviewed within 48 hours at most; usually sooner.
* There is no need to ping team members or notify us about the newly filed
ticket.
. Is your issue/problem urgent? (credentials exposed, CI Infra down, Duffy Pool
exhausted etc) or is your issue/problem such that you cannot file a ticket
(authentication, no account, ticketing system down)
* On IRC (irc.freenode.net) join the `#centos-devel` and state the issue there.
* If no answer, follow the next step
. Your ticket will be triaged by a team member and moved to a new state:
* If it's moved to _Waiting on asignee_ it's waiting for a team member to
start working on it.
* If it's moved to _Waiting on reporter_ it means that you need to answer
questions posed in the ticket before it can be worked on.
* If the ticket is otherwise closed, it will be with a explanation from
a team member.
. If you have an update to your issue/task or want to know when it might be
worked on:
* comment in the ticket adding that information or asking for time frame.
. When someone is available, your ticket will be assigned to someone to work
on.
* Watch for progress reports/ticket being marked done.
. If the work is not fully completed as required, please re-open the ticket
and indicate this.
* Go back to the previous step for additional work.
== General Ticket Considerations
Please provide as much information as you can in your ticket to avoid
back and forth for information.
Make sure your ticket:
* Explains the problem or issue you are having, with URLs where
possible to the services or applications involved.
* Tells us how important or urgent this is to you.
* Includes any error messages or output you see.
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.
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.
== IRC
IRC 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 IRC for more interactive debugging/testing.
== Direct emails
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.