Mailing list IRC support rotation » History » Revision 16
Revision 15 (Greg Farnum, 10/03/2022 02:37 AM) → Revision 16/26 (Greg Farnum, 11/07/2022 05:57 AM)
h1. Mailing list IRC support rotation Rotated weekly: * Nov 5-Nov 12 Oct 1-8 Milind/Venky * Nov 12-Nov 19 Oct 8-15 Jos/Patrick * Nov 19-Nov 26 Oct 15-22 Xiubo/Rishabh * Nov 26-Dec 3 Oct 22-29 Kotresh/Neeraj * Dec 3-Dec 10 Oct 29-Nov 5 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.