This guide outlines the procedures and best practices for requesting assistance from the Linux Foundation IT Operations team.
This document is for OpenJS projects that have formally engaged with LF IT to support one or more of their services. If you have questions about a non-LF supported service, please contact [email protected].
The preferred way to request IT support is by submitting a ticket through the Jira Service Desk.
Submitting reqeusts via Jira ensures your request is properly tracked and assigned appropriately.
Clear Summary: A brief overview of the problem you're encountering.
Detailed Description: Provide a comprehensive explanation of the issue, including: Error messages you're receiving (copy and paste if possible) Relevant logs or output Steps to reproduce the problem (if applicable) Links to failing workflows, pipelines, or jobs (if applicable)
Expected Results: Explain what you expected to happen instead of the issue you're facing. The more details you provide, the easier it will be for us to diagnose and address the issue effectively.
For less formal inquiries you can reach out to the IT Operations team channel (#lf-it-support) in the OpenJS Foundation Slack instance.
Please note: While Slack can be a convenient way to communicate, submitting a ticket is the recommended method for official support requests as it allows for better tracking and prioritization.
Critical issues resulting in unplanned downtime will be prioritized over other severity types. Please clearly indicate the urgency of your request in the ticket description. Non-critical issues will be addressed according to their severity and order of submission.
If your issue remains unresolved, you have the option to escalate it directly within the Jira Service Desk. This will bring your ticket to the attention of a senior IT team member.
For urgent, unique, or complex issues that require discussion, please contact [email protected].