Sync meeting T5.1 support portal 2023 06 29 - multixscale/meetings GitHub Wiki

Sync meeting T5.1 support portal (2023-06-29)

Notes
Summary
- Support Portal Options spreadsheet (on OneDrive)
  - Comparison
  - Results questionaire
  - Results ranked choice vote
  - GitLab as clear winner, so only continuing with that
GitLab free
- Supports mixing pulic/private issues
- Many members are familiar
- No limit of 5 users on public group
- Storage quota
  - Currently using 0.0007 GB so nowhere neer to the limit of 5 GB
  - Issues are not part of this quota
GitLab Self hosted
- Killian has looked into this
- Setting up GitLab 15.11.9 was pretty easy
- Can look into updating to GitLab 16.1 next
- Can also test with migrating gitlab.com/eessi.io/support-test to self-hosted test setup
  - Only requires very limited resources, so self-hosting at a partner should be no problem if the need arises
Test cases (user side)
- Alan: maybe we ask for too much information in the templates?
  - asking for "required dependencies" is too much?
  - Kenneth: to some extent, that's deliberate, raises the bar for requesting software
  - priority of request is probably useless
  - could add a "context" field in software request template to indicate whether this is for a training, project, etc.
Test cases (support team side)
- having to manually update comment templates in your GitLab account is annoying
  - but maybe that can be automated via a script that leverages GitLab API?
Overview GitLab
- No account required
- Mixing of public and private issues
- Submit issues via e-mail works
- Templates
  - Cannot force users to use when submitting an issues
  - Comment templates cannot be set on the project or group level
- Workflow for assigning and managing tickets
  - Pulic Issue boards
  - Very limited in free tier
- Notifications
  - Each support team member needs to opt-in to getting notifications for support portal (by "watching" the repo)
  - Cannot be set on the project or group (on personal account)
- Visibility filters on comments in issues, etc.
- Linking/merging issues works
- Full text search works well
- No support for reminders yet
- Queues
  - No private queues => issue boards are public
- Reports via repo analytics
- Issues can be locked (except for support team members)
- Labels
  - We want a limited set of labels
  - Do we want categories of labels?
  - Label to indicate who issue is waiting for (status:...)
    - support team, user, etc.
    - status can be automatically updated on reply, maybe ia GitLab API
  - first issue can help with figuring out good labels
    - see https://github.com/EESSI/software-layer/issues/286
Current set-up
- Group members and access
  - https://docs.gitlab.com/ee/user/permissions.html
  - start with lowest role (maybe "Reporter"?), promote as needed to get necessary permissions
- Wiki
  - plan is to make it private, only use for internal docs
- Repository
  - mostly used managing for issue/comment templates currently
Timeline + next steps
- today: agree to use GitLab for EESSI support portal
- next sync meeting Tue 26 Sept 13:30 CEST
Notes
- We can provide a script to run to collect system info (similar to eb --show-system-info)
- How will we deal with problems/questions being reported via GitHub?
  - Should redirect them to gitlab.com/eessi/support
  - Have issue template in GitHub to point them there
  - Have "support" page in docs that points to gitlab.com/eessi/support
- Can we configure gitlab.com/eessi/support to use support.eessi.io as domain?
  - probably only possible for self-hosted