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add Maintainer section to Helpdesk template #24

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Merged
ashley314 merged 5 commits into from
Apr 27, 2026
Merged

add Maintainer section to Helpdesk template #24

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c8fe5f2
add Maintainer section
ashley314 Apr 23, 2026
f12a58f
update Maintainer formatting
ashley314 Apr 23, 2026
3214d6c
update maintainer sections to check boxes
ashley314 Apr 24, 2026
13b18a0
update resolution description
ashley314 Apr 24, 2026
b1d2b1b
update to value
ashley314 Apr 24, 2026
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105 changes: 59 additions & 46 deletions .github/ISSUE_TEMPLATE/Helpdesk.yml
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Original file line number Diff line number Diff line change
Expand Up @@ -161,7 +161,7 @@ body:
- type: textarea
id: links
attributes:
label: Observed behavior / Links / configs / artifacts
label: Links / Configs / Artifacts
description: Add links to configs, logs, minimal reproducer repo, or paste the error output or relevant log excerpt, etc. OR write "Not applicable"
placeholder: |
- YAML/config:
Expand Down Expand Up @@ -199,45 +199,54 @@ body:
# validations:
# required: false

# - type: markdown
# attributes:
# value: |
# ---
# ## Maintainers (fill in after triage)
# The fields below support reporting (time-to-resolution, root cause, documentation debt).
# You can leave them blank when opening the issue.
- type: markdown
attributes:
value: |
---
# Closure Notes *(Maintainer's fill in before or upon closing)*
These fields will be updated by our support team.

#- type: dropdown
# id: maintainer_category
# attributes:
# label: Maintainer classification
# options:
# - ""
# - Helpdesk (question/guidance)
# - Bug (defect)
# - Feature (enhancement)
# - Research (methodology/design)
# - Docs (documentation)
# - Tracking (coordination)
# validations:
# required: false
- type: textarea
id: maintainer_closure_notes
attributes:
label: "_______________________________________________________"
description: "Support team: add any general closure notes here, then complete the fields below before or immediately after closing this ticket."
value: |
## Maintainer Closure Notes *(fill in before or upon closing)*
validations:
required: false

#- type: dropdown
# id: root_cause
# attributes:
# label: Root cause (maintainers)
# options:
# - ""
# - User setup / environment
# - Configuration / YAML
# - Documentation gap
# - Code defect
# - Infrastructure/HPC
# - External dependency
# - Expected behavior / not a bug
# - Other
# validations:
# required: false
- type: textarea
id: maintainer_category
attributes:
label: Triage Category / Maintainer Classification
description: "Maintainers: classify the ticket type."
value: |
- [ ] Helpdesk (question/guidance)
- [ ] Bug (defect)
- [ ] Feature (enhancement)
- [ ] Research (methodology/design)
- [ ] Docs (documentation)
- [ ] Tracking (coordination)
validations:
required: false

- type: textarea
id: root_cause
attributes:
label: Root Cause
description: "Maintainers: select the root cause category."
value: |
- [ ] User setup / environment
- [ ] Configuration / YAML
- [ ] Documentation gap
- [ ] Code defect
- [ ] Infrastructure / HPC
- [ ] External dependency
- [ ] Expected behavior / not a bug
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@ytremolet ytremolet Apr 24, 2026

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Do we need something like "new feature that wasn't there yet" category? Or does that fall in one of the others?

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@ashley314 ashley314 Apr 24, 2026

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Are we expecting partners to open a helpdesk ticket for when they want new features? Or is there a different path (AOP planning etc?) that goes into it? If it is a new feature, I'd say clicking "Other" and describing the new feature as a resolution works to cover that case. You all are more familiar with the types of support requests we will get though. These options are flexible so can edit where ever you see fit

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@ytremolet ytremolet Apr 24, 2026

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Some people might not know the process, we'll see, it can be added later.

- [ ] Other
validations:
required: false

#- type: checkboxes
# id: docs_debt
Expand All @@ -247,11 +256,15 @@ body:
# - label: Docs update needed
# - label: FAQ candidate (recurring question)

#- type: textarea
# id: resolution
# attributes:
# label: Resolution summary (maintainers)
# description: What fixed it? Include links to PRs, commits, or guidance.
# placeholder: "Root cause + fix/workaround + references"
# validations:
# required: false
- type: textarea
id: resolution
attributes:
label: Resolution Description
description: "Maintainers: summarize what fixed or addressed the issue. Include links to PRs, commits, docs, or guidance given."
value: |
Maintainers: summarize what fixed or addressed the issue.
Include links to PRs, commits, docs, or guidance given.
Example: Root cause + fix/workaround + references
(e.g., PR #123, pointed to docs at X, user environment issue resolved by Y)
validations:
required: false