Mailing list IRC support rotation¶

• Nov 5-Nov 12 Milind/Venky
• Nov 12-Nov 19 Jos/Patrick
• Nov 19-Nov 26 Xiubo/Rishabh
• Nov 26-Dec 3 Kotresh/Neeraj
• Dec 3-Dec 10 Dhairya/Ramana

... 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.