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✨ Clarify how log information can be shared on GitLab Dedicated tickets

Brie Carranza requested to merge docs-bcarranza-adjust-dedicated-logs-info into master

Why is this change being made?

In !125560 (merged) we clarified that the performance graphs are only for internal use. In the working with logs workflow for GitLab Dedicated, we should clarify whether the logs retrieved from OpenSearch can be shared with customers in tickets.

The instructions currently say:

NOTE: Logs are rotated weekly. Copy and paste relevant logs into the ticket and/or issues. Screenshots of frequently occurring errors over time are also helpful.

🛠 Adjustments

  • Mention field notes
  • Clarify whether log entries can be shared with customers in tickets
  • [-] DEFER Clarify whether sanitized (to what standard) log entries can be included in internal notes in issues

The goal of all of these changes is to make it easier for Support Engineers to handle GitLab Dedicated tickets.

ℹ For more information on this change, see the conversation in the gitlab-com/gl-infra/gitlab-dedicated/team#2357 issue.

Author Checklist

  • Provided a concise title for this Merge Request (MR)
  • Added a description to this MR explaining the reasons for the proposed change, per say why, not just what
    • Copy/paste the Slack conversation to document it for later, or upload screenshots. Verify that no confidential data is added, and the content is SAFE
  • Assign reviewers for this MR to the correct Directly Responsible Individual/s (DRI)
    • If the DRI for the page/s being updated isn’t immediately clear, then assign it to one of the people listed in the Maintained by section on the page being edited
    • If your manager does not have merge rights, please ask someone to merge it AFTER it has been approved by your manager in #mr-buddies
    • The when to get approval handbook section explains the workflow in more detail
  • [-] If the changes affect team members, or warrant an announcement in another way, please consider posting an update in #whats-happening-at-gitlab linking to this MR
    • If this is a change that directly impacts the majority of global team members, it should be a candidate for #company-fyi. Please work with internal communications and check the handbook for examples.
Edited by Brie Carranza

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