How to: triage shared space requests.

User story

As an ops person, SNow shared space requests can be tedious to navigate, and I have to learn all of the information already gathered by Facilitation, duplicating effort. A summary of the shared space execution plan would decrease turnaround time.

Proposed solution

For a shared space request ticket, accumulate necessary changes as part of an execution plan in the "work notes" field. Each time the requester makes a statement like "add this person" or "give it this name", create a new work note which incorporates the proposed changes. The work note should be like a "running total" of the execution plan so far.

Then, when the conversation is finalized, create a TASK item on the RITM and send the URL of the TASK to @rc-ops in Slack in the #tickets channel.

Example

We can add some redacted screenshots to demonstrate what this looks like in practice.

Procedure for TASK creation and forwarding to ops team

1. Gather info that ops will need
   • Name of space
   • Path of space (for /data/project/ only, makes it clear this isnt a Sloss space, which we should not be creating more of)
   • Blazerid of Owner (generally the PI of the requester, but you may have to ask some questions to figure this out)
   • Blazerids of everyone with access to the top-level directory. Please include the owner. Mike has a command where he can copy-paste a list of blazerids and quickly see who does/does not have an account.
2. Create the TASK in ServiceNow
3. Fill in the short description and full description. "Assignment Group" is "Research Computing".
4. Post the TASK to #tickets, and follow up like usual
5. Once the TASK is complete, continue the conversation in the RITM as needed (sharing relevant docs, office hours links, handling questions and concerns, etc.)

Start with the issue's shared-space request procedure, including the ServiceNow RITM and TASK steps and the #tickets handoff. The documentation is done when the information to gather, TASK creation details, forwarding step, and post-completion follow-up are presented as a usable how-to.