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SRE/Clinic Duty: Difference between revisions
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Revision as of 17:02, 22 December 2021
The SRE Clinic Duty triage duty was established to ensure that tickets (and thus requests and projects) are triaged and processed in a timely fashion, providing feedback and regular updates to SRE-supported projects/responsibilities.
This is a duty that is fulfilled by a member of the Wikimedia SRE team.
|2021-01-04||Giuseppe Lavagetto||SRE-Service Operations|
|2021-01-11||Arzhel Younsi||SRE-Infrastructure Foundations|
|2021-01-18||Jaime Crespo||SRE-Data Persistence|
|2021-01-25||Kunal Mehta||SRE-Service Operations|
|2021-02-01||Chris Danis||SRE-Infrastructure Foundations|
|2021-02-15||Moritz Mühlenhoff||SRE-Infrastructure Foundations|
|2021-02-22||John Bond||SRE-Infrastructure Foundations|
|2021-03-01||Janis Meybohm||SRE-Service Operations|
|2021-03-08||Cas Rusnov||SRE-Infrastructure Foundations|
|2021-03-15||Riccardo Coccioli||SRE-Infrastructure Foundations|
|2021-03-22||Stevie Beth Mhaol||SRE-Data Persistence|
|2021-03-29||Effie Mouzeli||SRE-Service Operations|
|2021-04-19||Alexandros Kosiaris||SRE-Service Operations|
|2021-04-26||Rob Halsell||SRE-Data Center Operations|
|2021-05-03||Daniel Zahn||SRE-Service Operations|
|2021-05-10||Arzhel Younsi||SRE-Infrastructure Foundations|
|2021-05-24||Manuel Aróstegui||SRE-Data Persistence|
|2021-06-07||Riccardo Coccioli||SRE-Infrastructure Foundations|
|2021-06-21||John Bond||SRE-Infrastructure Foundations|
|2021-07-05||No clinic duty this week|
|2021-07-19||Reuven Lazarus||SRE-Service Operations|
|2021-07-26||Kunal Mehta||SRE-Service Operations|
|2021-08-02||Moritz Mühlenhoff||SRE-Infrastructure Foundations|
|2021-08-16||Rob Halsell||SRE-Data Center Operations|
|2021-08-23||Jaime Crespo||SRE-Data Persistence|
|2021-09-06||Alexandros Kosiaris||SRE-Service Operations|
|2021-09-13||Cathal Mooney/Arzhel Younsi||SRE-Infrastructure Foundations|
|2021-09-20||Manuel Aróstegui||SRE-Data Persistence|
|2021-09-27||Giuseppe Lavagetto||SRE-Service Operations|
|2021-10-04||Stevie Beth Mhaol||SRE-Data Persistence|
|2021-10-11||Chris Danis||SRE-Infrastructure Foundations|
|2021-10-18||Daniel Zahn||SRE-Service Operations|
|2021-11-15||Jelto Wodstrcil/Janis Meybohm||SRE-Service Operations|
|2021-11-22||Marc Mandere/Brandon Black||SRE-Traffic|
|2021-12-13||Matthew Vernon/Manuel Aróstegui||SRE-Data Persistence|
|2021-12-20||Daniel Zahn||SRE-Service Operations|
|2021-12-27||No clinic duty this week|
|2022-01-03||Rob Halsell||SRE-Data Center Operations|
- The same person should not go two weeks in a row.
- No team should be affected two weeks in a row.
- The roster currently includes only members of the SRE team - this can eventually expand.
- If someone is doing their first clinic duty, they are backed up by a more experienced clinician, in a similar time zone.
- The roster excludes managers and directors.
- People serve clinic duty at roughly equal frequencies
- Monday to Monday
- During SRE Clinic Duty the SRE on duty should remain available in IRC & email.
- Folks will follow up with the person on SRE Clinic Duty about existing tasks, as well as how to create new ones.
- This duty is fairly interrupt-driven, and will interrupt a person's normal workflow on the week they are on duty..
- This duty shouldn't normally require any adjustment to one's normal working schedule; if you work business hours in CET, then you wouldn't shift your hours on clinic duty for another time zone.
- As the person on clinic duty you are welcome to join #wikimedia-clinic for assistance while carrying out your shift
Hand-off / Takeover
- Ideally all phabricator tasks are replied/commented upon in the process of reviewing and triaging, so no actual handoff of duties is required between weeks
- Update the topic in IRC channel #wikimedia-operations, section 'SRE Clinic Duty:' with the person's name for that week.
- The topic on IRC and this page are currently the public facing methods of determining who is on duty.
Typically this would follow Responsibilities, but it is a much shorter list:
- Clinic duty should not triage/escalate/work tasks in the S4 #procurement projects as part of clinic duty.
- These have a lot of out of phabricator communications with vendors/engineers/finance and thus handled by Rob or Willy.
- All incoming Clinic Duty tasks in phabricator can be viewed on the SRE Clinic Duty Dashboard
- The idea is folks tend to have their own dashboard, which is fine when they are NOT on clinic duty. When you take clinic duty, you can install this dashboard to your homescreen during that time, and swap back to your own when finished.
- Please try to refrain from editing the SRE Clinic Duty dashboard to reflect non-clinic duties. There is a panel for 'tasks assigned to myself' at the bottom, since most of the SRE Clinic Duty is triaging and knocking down tasks, but tend not to involve long-running personal tasks. However, even on clinic duty you need to see your tasks, so its at the bottom.
Review incoming tasks
- Review all incoming tasks to the #sre-access-requests, #ldap-access-requests, #wmf-nda-requests that have also #SRE, #wikimedia-mailing-list (just list creation/maintenance columns), #patch-for-review that have also #SRE and #SRE projects workboards.
- These are all included on the Workboard Links panel in the SRE Clinic Duty Dashboard
- Escalate, update, and follow up as needed for any incoming tasks to ensure they are worked upon.
- Assign a priority to tasks that come in after consulting with the relevant team. Better: ask them to set a priority.
- Ask for more data from requester if needed in order to confirm the request, such as date it must be completed by, additional details, etc.
- Tag the task with all the relevant teams
- If the request is relatively quick, just do it yourself
Maintain the 'ops-maintenance' mails and calendar
- Go to the Google group 'ops-maintenance' and filter by "resolved status: unresolved"
- If you've opted out of the new Groups UI, instead go to the Google group. Go to "Filters", click the radio button next to "All unresolved" and then "Apply filter". (screenshot)
- Your task is to process all messages you see now until this screen is empty. 
- Check if there is a yellow banner that says '# messages pending', those were external messages blocked because the sender is not a member of the list. Click on it and review the messages, deciding if is spam and should be deleted or legit and should be posted to the list. Choose either post or post and always accept messages from this sender, on a case-by-case basis.
- Open the gcal shared with all WMF named 'Ops vendor maintenance & contracts' in a second tab. 
- Read each message and determine if it needs an action or not. Adding to the Google calendar is the only possible thing to do besides deciding that no action is needed .
- If appropriate add an entry to the calendar. From the calendar entry link back to the individual post in the group. You get the link from the context menu. (screenshot) You may if you like add the tag 'added to calendar'; it's not required.
- It is recommended to run
ops-maint-gcal.jsto automatically create calendar links in Google Groups. See https://github.com/wikimedia/operations-software/tree/master/clinic-duty for the code and instructions. If the email fails to parse please consider contributing to the script.
- It is recommended to run
- Click "Mark as complete" on each mail that has been processed in one way or another.
- Repeat until there are no mails left that are shown with the filter "unresolved". You are done. 
- Go to the Google group 'ops-maintenance' and filter by "resolved status: unresolved"
: You should have access either through individual membership or inherited permissions from being a member of the "sre" group. If not, ask an existing member to add you, they should have the permissions to do so even if not owner/manager of the group. (Only add other SRE folks). Being a member gives you permissions to do things, it does _not_ necessarily mean you are also receiving emails to your personal inbox. It's entirely up to you whether you like to receive those mails in your personal inbox or just use the web interface while you're on duty.
: Sometimes this doesn't seem to refresh and marked posts are not disappearing from your view immediately. If this happens, removing the filter and applying it again helps.
: If you are not able to create events, ask an SRE to add you (calendar settings => share this calendar).
: You probably want to add the GMT (not daylight) timezone to your calendar (calendar settings => general => add a timezone). In this way you'll be able to specify the correct timezone when creating events for planned maintenance (usually they are announced with UTC dates).
: No action is needed if it's a duplicate/reminder for an event that has already been added to calendar, if it's just an "FYI" kind of mail like "reason for outage", simple spam or anything else that doesn't warrant a calendar entry.
: Copy the important part of the subject line or the summary and use it as the event title. Mark the event as "Free" instead of "Busy". If the mail contains important information like a circuit ID or details on what is affected, paste them into the body part of the calendar event. You don't need to worry about changing subjects or date formats anymore since posts will be sorted by date anyways. You also don't need to reply with a "added to calendar" message anymore and there are no other status changes, just "action needed" or not (done).
 It doesn't matter whether you added it to the calendar or determined it can be skipped, in either case _now_ there is "no action needed" (after you're done). We do it this way and don't use the "completed" status because the way Google groups works it forces you to actually _reply_ to a mail until it can be completed. We don't need that, that would just add unnecessary clicks and mail. Since both "no action needed" and "completed" are just different kinds of "resolution status" and the filter is based on "not resolved" the end result is the same and it is much simpler for us to just use that button.
: WARNING: Jaime realized that marking "no action needed" on the Google Group may mark later followups on the same thread, too. While followup are normally reminders, sometimes they are also meaningful updates and cancellations. I would recommend reading all new emails on the clinic duty window to not miss those updates.
Be a first contact
- Follow up with ticket owners and requestors as needed on old tickets to resolve, re-assign, or escalate as needed.
- Be a person of first contact, including on IRC (timezone/availability permitting).
- Triage any mailing list requests for operations lists.
Read mail to root@
- Triage emails sent to root@ (if you don't receive them, you need to add your alias in the private repo). If you see a recurrent issue, please open a sub-task to T132324 and try to notify whoever you think can contribute to the task. Review the outstanding sub-tasks and follow up as needed.
- Try to improve the manual below.
- There is a clinic duty dashboard for Phabricator
- You can search "to:firstname.lastname@example.org" in gmail to see all things that have paged people, independent of timezones and individual settings. This is used to fill the "pages for awareness"-section in the SRE meeting document.
This is a manual for the current "SRE on duty" in charge of triaging the Phabricator #SRE project.
How to handle IRC requests
If somebody asks you to do something via IRC, if reasonable, politely ask requestor to turn their request into a Phabricator ticket and add the SRE tag to it.
If you suspect the issue could be related to a recent deployment or need further investigation by deployers or developers, on the Phabricator ticket, add the Wikimedia-production-error tag to it.
Common, small "#SRE" tickets
Please note that overall phabricator administration is handled by release engineering. The SRE clinic duty person typically would only get involved if a file needed immediately deletion or some herald rule causing chaos.
If an SRE clinic duty person has to login, please do so by accessing the phabricator servers. These have role(phabricator) in site.pp, but are typically phab001.
Once in the system, the admin account login can be generated via URL path, by running: sudo /srv/phab/phabricator/bin/auth recover admin The system will output a full url path for a one time login token as the Admin user. You can then navigate to the offending file or herald rule and delete it via the web ui.
See Phabricator#Administrative Commands for more information.
note: SRE handles only role/group mail aliases, individual mail aliases are handled by ITS as outlined here 
note2: more recently many aliases have been moved from SRE to ITS, and the goal is definitely NOT to add any new ones on our side unless they are strictly SRE-internal like monitoring etc. you can help by moving even more over to ITS, see T122144
Go to the puppet master (puppetmaster1001), cd to /srv/private/modules/privateexim/files/ in the private repo, usually edit the file wikimedia.org (as root) and sudo git commit. This will create a mail to SRE about the commit, with your username automatically prepended to the commit message.
You can then run puppet on mx1001 and mx2001 to confirm your changes have been applied.
There are 3 types of domains:
a) domains that have their own alias file (wikimedia.org, wikipedia.org and a few others), you will find these files in /srv/private/modules/privateexim/files, just edit them there, sudo git commit, and presto!!!, as with any other change in the private repo.
b) domains that just link to wikimediafoundation.org. These are just symlinks and puppet generates them. If you need to add a new one or change links, go to /srv/private/modules/privateexim/manifests/mail.pp. You will find it in class exim::aliases::private and should be self-explanatory.
c) domains that link to another domain. currently just wikivoyage.de to .org, same as in b) but a separate definition in the puppet class.
It is nice to add the corresponding Phab ticket number in a comment near changed aliases. Experience shows that it can be quite handy to be able to quickly answer questions like when exactly something has been changed and who requested it. There is one file or symlink per domain name. 95% of the time the requests are just regarding the "wikimedia.org" file. In other cases make sure you check for possible symlinks and realize which domains you are actually changing when editing a specific file.
Mailman mailing lists
Public mailing lists should typically be requested through Phabricator tagged with "Wikimedia-Mailing-lists", and Phabricator-maintenance-bot will automatically add the SRE tag. Google mailing lists are managed by ITS. You know it's a mailman list if it's @lists.wikimedia.org. To check if an email address exists in Google you can do "exim4 -bt email@example.com" on an MX server.
create a list
Follow the normal procedure to create a Mailman mailing list.
Another common task is requests for password resets, see the docs on Mailman#Reset_the_admin_password_of_a_list.
disable a list
When you get a request to disable a mailman list, you just have to run a shell script on the list server, see Mailman#Disable_or_re-enable_a_mailing_list. In addition it's nice if you login once using the master password and remove the former admins email addresses from the "list run by" field.
This information is outdated. Needs to be updated for Mailman3
From the list server (check puppet to see which host runs lists) you can change owners with withlist utility. The m.owner list contains a list of email addresses, for example for bug T220641:
root@fermium:/var/lib/mailman/bin# ./list_admins wikimania-program List: wikimania-program, Owners: firstname.lastname@example.org root@fermium:/var/lib/mailman/bin# ./withlist -l wikimania-program Loading list wikimania-program (locked) The variable `m' is the wikimania-program MailList instance >>> m.owner ['email@example.com'] >>> m.owner = ['firstname.lastname@example.org'] >>> m.owner ['email@example.com'] >>> m.Save() >>> Unlocking (but not saving) list: wikimania-program Finalizing
See /Access requests for full instructions.
This typically isn't part of Clinic Duty, but if you need it you can find the relevant steps at SRE_Offboarding#All_Users.
Google search console access
Documented at Google Search Console access. Google search console access is extremely limited compared to access to other services. This is due to the limitations of the service.
Revocations are done manually: at the moment, an entry is added to the main-announcement calendar and requires manual action.
Powercycling / reboots
SRE clinic duty paging for reboots is usually due to hardware failure, or immediate concerns of exploits. Anything outside those issues would be handled by normal operations workflow, and would not necessarily fall to the SRE clinic duty person.
Powercycling requires a passing familiarity with the different out of band management options we use (based on vendor). Hardware type can be determined by looking up the hardware in question in Netbox; then you can determine the instructions from Platform-specific_documentation.
Maps external usage requests
- Main article: Maps/External usage
The main thing to check is that the domain belongs to a project being supported by one of the Wikimedia movement affiliates. Usually the requester will belong to an affiliate or there will be a wiki page explaining the project and which affiliate is backing it.
If that all checks out, it should be fine to add the domain to the VCL regex.