Ceph » CephFS

h1. Mailing list IRC support rotation

Rotated weekly:

* June 13-17 Venky/Greg

* June 20-24 Xiubo/Rishabh

* June 27-July 1 Jeff/Jos

* July 4-8 Kotresh/Neeraj

* July 11-15 Dhairya/Ramana

* July 18-22 Milind/Nikhil

... RINSE AND REPEAT.

The goal is to:

- develop a close understanding of how our product gets used in the field

- seek early user feedback on features

- identify gaps in functionality/UX (kind of related to the point above)

The system is as follows:

Support watch consists of a couple of people every week monitoring the

ceph mailing list, identifying issues/topics relevant to CephFS,

helping users with the issues they are running into and/or reporting

new bugs. Broadly, this involves the following tasks:

1. For a CephFS related query in the mailing list, determine if it's

an issue with user confusion or if it's a bug.

   1.a   If it's a user issue, explain to them how to get it done.

This would (normally) involve reading through the documentation and

providing suggestions to the user. In many cases, the issue/confusion

is due to unclear (confusing) documentation, and this would be a good

time to make our docs better (doc PRs!).

  1.b   If it's a bug, identify existing tracker tickets that match

symptoms or create one and share that with users.

2. Share a short summary with the team (in a common google-doc) about

what issues users ran into.

3. If the mailing list conversation spills over to the next week

(maybe due to delayed response by the user), the "involved" person

should still take the conversation to a conclusion (bug vs user

issue). Also, note that this applies keeping a close look on IRC

channels too, however, mailing lists are where the bulk of users would

be seeking help.