Proposal: Adding support resources to jenkinsci GitHiub and jenkins.io

[Oleg Nenashev]

Hi all,

After getting initial feedback in https://github.com/jenkinsci/.github/pull/14, I would like to follow-up in the developer mailing list to have a wider discussion.

Problem: we receive a lot of support requests in GitHub issues and Jenkins JIRA, but we do not provide support in common meaning in the community (no SLAs, no guaranteed response, and so on). We have some common templates for replying to such support requests, which vary from kind messages to "Jenkins JIRA is not a support site => Closed". It would be great to have a page which refers the "Jenkins support policy" and ideally to automate referencing.

Proposal: Let's create an explicit "Support policy" somewhere. This policy could explicitly set expectations that we do not provide support with SLA, with all references to community channels (chats, mailing lists) where the users can get support.

Implementation:

• Add GitHub metadata for support: https://github.com/jenkinsci/.github/pull/14 covers GitHub by providing a default SUPPORT file. The page reference will pop up for new GitHub Issue dialog and help for components which have it enabled on GitHub (e.g. Docker images, JCasC plugin)
• Put an explicit support page on jenkins.io. It might be accompanied with migrating  https://wiki.jenkins.io/display/JENKINS/Commercial+Support to jenkins.io with better look and feel and stability
• Modify  https://wiki.jenkins.io/display/JENKINS/How+to+report+an+issue to reference the new support page in the header
• Maybe: Add some chatops to IRCBot to automate responding with template and closing issues (for cases which do not really deserve spending time for a human response)

WDYT? Feedback in the https://github.com/jenkinsci/.github/pull/14 wording would be also appreciated. It can be used as a response template for other resources in the future.

Thanks in advance,

Oleg

[Lloyd Chang]

support.jenkins.io is the logical place I would look up for support but that site doesn’t exist (yet).

[Richard Bywater]

Just one thought only partially related to your proposal is that on the Commercial Support page, should there be some kind of disclaimer stating that being listed there in no way is to be viewed as endorsement by the Jenkins project? (Perhaps that's just something to roll into a migration into a nicer looking page that isn't on Confluence)

Richard.

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[Oleg Nenashev]

support.jenkins.io is the logical place I would look up for support but that site doesn’t exist (yet).

I would rather think about jenkins.io/support so that we do not need to create a new site for it

It does not exist either, but it provides a very reassuring Angry Jenkins image. Could be used as is (not serious).

Just one thought only partially related to your proposal is that on the Commercial Support page, should there be some kind of disclaimer stating that being listed there in no way is to be viewed as endorsement by the Jenkins project? (Perhaps that's just something to roll into a migration into a nicer looking page that isn't on Confluence)

Agreed, it would be a nice improvement for the page.

Jenkins project is vendor-neutral

BR, Oleg

 

On Tuesday, July 16, 2019 at 1:30:23 PM UTC+2, Richard Bywater wrote:

Just one thought only partially related to your proposal is that on the Commercial Support page, should there be some kind of disclaimer stating that being listed there in no way is to be viewed as endorsement by the Jenkins project? (Perhaps that's just something to roll into a migration into a nicer looking page that isn't on Confluence)

Richard.

On Tue, 16 Jul 2019 at 22:41, Oleg Nenashev <o.v.n...@gmail.com> wrote:

Hi all,

After getting initial feedback in https://github.com/jenkinsci/.github/pull/14, I would like to follow-up in the developer mailing list to have a wider discussion.

Problem: we receive a lot of support requests in GitHub issues and Jenkins JIRA, but we do not provide support in common meaning in the community (no SLAs, no guaranteed response, and so on). We have some common templates for replying to such support requests, which vary from kind messages to "Jenkins JIRA is not a support site => Closed". It would be great to have a page which refers the "Jenkins support policy" and ideally to automate referencing.

Proposal: Let's create an explicit "Support policy" somewhere. This policy could explicitly set expectations that we do not provide support with SLA, with all references to community channels (chats, mailing lists) where the users can get support.

Implementation:

• Add GitHub metadata for support: https://github.com/jenkinsci/.github/pull/14 covers GitHub by providing a default SUPPORT file. The page reference will pop up for new GitHub Issue dialog and help for components which have it enabled on GitHub (e.g. Docker images, JCasC plugin)
• Put an explicit support page on jenkins.io. It might be accompanied with migrating  https://wiki.jenkins.io/display/JENKINS/Commercial+Support to jenkins.io with better look and feel and stability
• Modify  https://wiki.jenkins.io/display/JENKINS/How+to+report+an+issue to reference the new support page in the header
• Maybe: Add some chatops to IRCBot to automate responding with template and closing issues (for cases which do not really deserve spending time for a human response)

WDYT? Feedback in the https://github.com/jenkinsci/.github/pull/14 wording would be also appreciated. It can be used as a response template for other resources in the future.

Thanks in advance,

Oleg

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