From GitHub's API support, with <3

Transcript

1. ! From GitHub’s API support,
   ...with <3 @izuzak github.com/izuzak
2. ! GitHub
   The Product
3. Build software better, together
4. ! GitHub
   The Company
5. ! Build a Great Company
6. ! Optimize For Happiness
7. ! Distributed - 214 hubbers, 102 cities
8. ! " Recorded # Internal Tools $ Asynchronous
9. ! Support
   
10. ! 16 supportocats 4.5 million users ! ! Daily stats: ! 300 new tickets 550 responses Goal: Create superfans
11. ! Classy, Human, Smart, Low ego, Interesting
12. ! Logic, Empathy, Transparency, Honesty, Surprise, Delight
13. Continuous Deployment
14. Global Userbase
15. ! Life of a feature ! Support-driven development
16. ! Ideas and Development Feedback
17. ! Ideas and Development Internal Launch Documentation, Support ramp-up
18. ! Ideas and Development Internal Launch Public Launch UX feedback, Bug reports
19. ! Ideas and Development Internal Launch Public Launch Iteration Feature requests, Bug reports, How-to questions
20. Halp
21. Halp
22. Halp Issues
23. Halp Issues Campfire
24. Halp Issues Campfire
25. Halp Issues Campfire
26. ! API Support
    
28. $ curl https://api.github.com/users/ihabunek ! { "login": "ihabunek", "id": 482138, "gravatar_id": "890c6bbeb909f220b1fc47948e86cee0", "type": "User", "name": "Ivan Habunek", "location": "Zagreb, Croatia", "email": "ivan.habunek@gmail.com", "public_repos": 34, "followers": 11, "following": 6, "created_at": "2010-11-15T11:53:51Z", "updated_at": "2013-10-18T21:59:08Z", "public_gists": 12, "url": "https://api.github.com/users/ihabunek", "html_url": "https://github.com/ihabunek", "followers_url": "https://api.github.com/users/ihabunek/followers", "subscriptions_url": "https://api.github.com/users/ihabunek/subscriptions", "organizations_url": "https://api.github.com/users/ihabunek/orgs", "repos_url": "https://api.github.com/users/ihabunek/repos" }
29. $ curl https://api.github.com/users/ihabunek ! { "login": "ihabunek", "id": 482138, "gravatar_id": "890c6bbeb909f220b1fc47948e86cee0", "type": "User", "name": "Ivan Habunek", "location": "Zagreb, Croatia", "email": "ivan.habunek@gmail.com", "public_repos": 34, "followers": 11, "following": 6, "created_at": "2010-11-15T11:53:51Z", "updated_at": "2013-10-18T21:59:08Z", "public_gists": 12, "url": "https://api.github.com/users/ihabunek", "html_url": "https://github.com/ihabunek", "followers_url": "https://api.github.com/users/ihabunek/followers", "subscriptions_url": "https://api.github.com/users/ihabunek/subscriptions", "organizations_url": "https://api.github.com/users/ihabunek/orgs", "repos_url": "https://api.github.com/users/ihabunek/repos" }
30. $ curl https://api.github.com/users/ihabunek ! { "login": "ihabunek", "id": 482138, "gravatar_id": "890c6bbeb909f220b1fc47948e86cee0", "type": "User", "name": "Ivan Habunek", "location": "Zagreb, Croatia", "email": "ivan.habunek@gmail.com", "public_repos": 34, "followers": 11, "following": 6, "created_at": "2010-11-15T11:53:51Z", "updated_at": "2013-10-18T21:59:08Z", "public_gists": 12, "url": "https://api.github.com/users/ihabunek", "html_url": "https://github.com/ihabunek", "followers_url": "https://api.github.com/users/ihabunek/followers", "subscriptions_url": "https://api.github.com/users/ihabunek/subscriptions", "organizations_url": "https://api.github.com/users/ihabunek/orgs", "repos_url": "https://api.github.com/users/ihabunek/repos" }
31. ! Superfans, Developers, Researchers, Businesses
32. ! Millions of API calls / hour
33. ! API design ! This talk is not about that, but it’s important for support!
35. tl;dr
37. ! “My API call is not working!” ! “curl -v or it didn’t happen.”
38. ! $ curl -v -X DELETE 'Authorization: token XXX' https://api.github.com/repos/izuzak/test ! * About to connect() to api.github.com port 443 (#0) * Trying 192.30.252.139... * Connected to api.github.com (192.30.252.139) port 443 (#0) * SSLv3, TLS handshake, Client hello (1): * SSLv3, TLS handshake, Server hello (2): * SSLv3, TLS handshake, CERT (11): * SSLv3, TLS handshake, Server finished (14): * SSLv3, TLS handshake, Client key exchange (16): * SSLv3, TLS change cipher, Client hello (1): * SSLv3, TLS handshake, Finished (20): * SSLv3, TLS change cipher, Client hello (1): * SSLv3, TLS handshake, Finished (20): * SSL connection using RC4-SHA * Server certificate: * subject: C=US; ST=California; L=San Francisco; O=GitHub, Inc.; CN=*.github.com * start date: 2012-04-30 00:00:00 GMT * expire date: 2014-07-09 12:00:00 GMT * subjectAltName: api.github.com matched * issuer: C=US; O=DigiCert Inc; OU=www.digicert.com; CN=DigiCert High Assurance CA-3 * SSL certificate verify ok. ! > DELETE /repos/izuzak/test HTTP/1.1 ...
39. ! $ curl -v -X DELETE 'Authorization: token XXX' https://api.github.com/repos/izuzak/test ! * Could not resolve host: api.github.com; nodename nor servname provided, or not known * Closing connection #0 ! * SSLv3, TLS handshake, Client hello (1): * SSLv3, TLS handshake, Server hello (2): * SSLv3, TLS handshake, CERT (11): * SSLv3, TLS handshake, Server finished (14): * SSLv3, TLS handshake, Client key exchange (16): * SSLv3, TLS change cipher, Client hello (1): * SSLv3, TLS handshake, Finished (20): * SSLv3, TLS change cipher, Client hello (1): * SSLv3, TLS handshake, Finished (20): * SSL connection using RC4-SHA * Server certificate: * subject: C=US; ST=California; L=San Francisco; O=GitHub, Inc.; CN=*.github.com * start date: 2012-04-30 00:00:00 GMT * expire date: 2014-07-09 12:00:00 GMT * subjectAltName: api.github.com matched * issuer: C=US; O=DigiCert Inc; OU=www.digicert.com; CN=DigiCert High Assurance CA-3 * SSL certificate verify ok. ! > DELETE /repos/izuzak/test HTTP/1.1 ...
40. ! $ curl -v -X DELETE 'Authorization: token XXX' https://api.github.com/repos/izuzak/test ! * About to connect() to api.github.com port 443 (#0) * Trying 192.30.252.139... * Connected to api.github.com (192.30.252.139) port 443 (#0) ! * SSLv3, TLS handshake, Client hello (1): * SSLv3, TLS handshake, Server hello (2): * SSLv3, TLS handshake, CERT (11): * SSLv3, TLS alert, Server hello (2): * SSL certificate problem: unable to get local issuer certificate * Closing connection 0 curl: (60) SSL certificate problem: unable to get local issuer certificate More details here: http://curl.haxx.se/docs/sslcerts.html ! ! ! ! ! ! ! ! ! ! > DELETE /repos/izuzak/test HTTP/1.1
41. ! $ curl -v -X DELETE 'Authorization: token XXX' https://api.github.com/repos/izuzak/test ! * About to connect() to api.github.com port 443 (#0) * Trying 192.30.252.139... * Connected to api.github.com (192.30.252.139) port 443 (#0) ! * SSLv3, TLS handshake, Client hello (1): * SSLv3, TLS handshake, Server hello (2): * SSLv3, TLS handshake, CERT (11): * SSLv3, TLS handshake, Server finished (14): * SSLv3, TLS handshake, Client key exchange (16): * SSLv3, TLS change cipher, Client hello (1): * SSLv3, TLS handshake, Finished (20): * SSLv3, TLS change cipher, Client hello (1): * SSLv3, TLS handshake, Finished (20): * SSL connection using RC4-SHA * Server certificate: * subject: C=US; ST=California; L=San Francisco; O=GitHub, Inc.; CN=*.github.com * start date: 2012-04-30 00:00:00 GMT * expire date: 2014-07-09 12:00:00 GMT * subjectAltName: api.github.com matched * issuer: C=US; O=DigiCert Inc; OU=www.digicert.com; CN=DigiCert High Assurance CA-3 * SSL certificate verify ok. ! > DELETE /repos/izuzak/test HTTP/1.1
42. ! $ curl -v -X DELETE 'Authorization: token XXX' https://api.github.com/repos/izuzak/test ! > DELETE /repos/izuzak/test HTTP/1.1 > User-Agent: curl/7.24.0 (x86_64-apple-darwin12.0) libcurl/7.24.0 OpenSSL/0.9.8y zlib/1.2.5 > Host: api.github.com > Accept: */* ! < HTTP/1.1 404 Not Found < Date: Mon, 21 Oct 2013 15:23:50 GMT < Content-Type: application/json; charset=utf-8 < Content-Length: 86 < Access-Control-Allow-Credentials: true < Access-Control-Expose-Headers: ETag, Link, X-RateLimit-Limit, X-RateLimit-Remaining, ... < Access-Control-Allow-Origin: * < X-RateLimit-Limit: 5000 < X-RateLimit-Remaining: 4999 < X-RateLimit-Reset: 1382372630 < X-OAuth-Scopes: user, public_repo, repo, gist < X-Accepted-OAuth-Scopes: delete_repo < X-GitHub-Media-Type: github.beta < X-Content-Type-Options: nosniff < X-GitHub-Request-Id: 4D3B8BF5:78F1:1E760DDF:52654706 ! { ... }
43. ! $ curl -v -X DELETE 'Authorization: token XXX' https://api.github.com/repos/izuzak/test ! > DELETE /repos/izuzak/test HTTP/1.1 > User-Agent: curl/7.24.0 (x86_64-apple-darwin12.0) libcurl/7.24.0 OpenSSL/0.9.8y zlib/1.2.5 > Host: api.github.com > Accept: */* ! < HTTP/1.1 404 Not Found < Date: Mon, 21 Oct 2013 15:23:50 GMT < Content-Type: application/json; charset=utf-8 < Content-Length: 86 < Access-Control-Allow-Credentials: true < Access-Control-Expose-Headers: ETag, Link, X-RateLimit-Limit, X-RateLimit-Remaining, ... < Access-Control-Allow-Origin: * < X-RateLimit-Limit: 5000 < X-RateLimit-Remaining: 4999 < X-RateLimit-Reset: 1382372630 < X-OAuth-Scopes: user, public_repo, repo, gist < X-Accepted-OAuth-Scopes: delete_repo < X-GitHub-Media-Type: github.beta < X-Content-Type-Options: nosniff < X-GitHub-Request-Id: 4D3B8BF5:78F1:1E760DDF:52654706 ! { ... }
44. ! $ curl -v -X DELETE 'Authorization: token XXX' https://api.github.com/repos/izuzak/test ! > DELETE /repos/izuzak/test HTTP/1.1 > User-Agent: curl/7.24.0 (x86_64-apple-darwin12.0) libcurl/7.24.0 OpenSSL/0.9.8y zlib/1.2.5 > Host: api.github.com > Accept: */* ! < HTTP/1.1 404 Not Found < Date: Mon, 21 Oct 2013 15:23:50 GMT < Content-Type: application/json; charset=utf-8 < Content-Length: 86 < Access-Control-Allow-Credentials: true < Access-Control-Expose-Headers: ETag, Link, X-RateLimit-Limit, X-RateLimit-Remaining, ... < Access-Control-Allow-Origin: * < X-RateLimit-Limit: 5000 < X-RateLimit-Remaining: 4999 < X-RateLimit-Reset: 1382372630 < X-OAuth-Scopes: user, public_repo, repo, gist < X-Accepted-OAuth-Scopes: delete_repo < X-GitHub-Media-Type: github.beta < X-Content-Type-Options: nosniff < X-GitHub-Request-Id: 4D3B8BF5:78F1:1E760DDF:52654706 ! { ... }
45. ! $ curl -v -X DELETE 'Authorization: token XXX' https://api.github.com/repos/izuzak/test ! > DELETE /repos/izuzak/test HTTP/1.1 > User-Agent: curl/7.24.0 (x86_64-apple-darwin12.0) libcurl/7.24.0 OpenSSL/0.9.8y zlib/1.2.5 > Host: api.github.com > Accept: */* ! < HTTP/1.1 404 Not Found < Date: Mon, 21 Oct 2013 15:23:50 GMT < Content-Type: application/json; charset=utf-8 < Content-Length: 86 < Access-Control-Allow-Credentials: true < Access-Control-Expose-Headers: ETag, Link, X-RateLimit-Limit, X-RateLimit-Remaining, ... < Access-Control-Allow-Origin: * < X-RateLimit-Limit: 5000 < X-RateLimit-Remaining: 4999 < X-RateLimit-Reset: 1382372630 < X-OAuth-Scopes: user, public_repo, repo, gist < X-Accepted-OAuth-Scopes: delete_repo < X-GitHub-Media-Type: github.beta < X-Content-Type-Options: nosniff < X-GitHub-Request-Id: 4D3B8BF5:78F1:1E760DDF:52654706 ! { <RESPONSE BODY> }
46. ! “My API call is not working!” ! “Use the response (headers), Luke!”
47. ! $ curl -v -X DELETE 'Authorization: token XXX' https://api.github.com/repos/izuzak/test ! > DELETE /repos/izuzak/test HTTP/1.1 ! < HTTP/1.1 404 Not Found ! < X-OAuth-Scopes: user, public_repo, repo, gist < X-Accepted-OAuth-Scopes: delete_repo ! { ... }
48. ! $ curl -v -X DELETE 'Authorization: token XXX' https://api.github.com/repos/izuzak/test ! > DELETE /repos/izuzak/test HTTP/1.1 ! < HTTP/1.1 404 Not Found ! < X-OAuth-Scopes: user, public_repo, repo, gist < X-Accepted-OAuth-Scopes: delete_repo ! { <RESPONSE BODY> }
49. ! “My API call is not working!” ! “Use the response (body), Luke!”
50. ! $ curl -v https://api.github.com/search/repositories?q=webcampzg ! > GET /search/repositories?q=webcampzg HTTP/1.1 > Accept: */* < HTTP/1.1 415 Unsupported Media Type ! ! ! ! ! !
51. ! $ curl -v https://api.github.com/search/repositories?q=webcampzg ! > GET /search/repositories?q=webcampzg HTTP/1.1 > Accept: */* < HTTP/1.1 415 Unsupported Media Type < Content-Type: application/json; charset=utf-8 { "message": "If you would like to help us test the Search API during its preview period, you must specify a custom media type in the 'Accept' header. Please see the docs for full details.", "documentation_url": "http://developer.github.com/v3/search#preview-mode" }
53. ! “Can you bump my API rate limit?” ! “Sure! Also, let see if we can find a way to optimize your API usage.”
54. ! “What if the API changes and my app stops working?” ! “When will you add feature X?” ! “We blog/tweet about upcoming changes. Breaking changes are avoided and made in new API versions.”
55. ! API Support outside support@github.com
59. ! “GitHub can’t seem to do X ?” ! “Have you seen our API?”
60. ! Easter eggs
61. ! $ curl https://api.github.com/octocat?s=Thank%20you,%20Web%20Camp%20Zagreb!%20%3C3
    ! ! MMM. .MMM MMMMMMMMMMMMMMMMMMM MMMMMMMMMMMMMMMMMMM ________________________________ MMMMMMMMMMMMMMMMMMMMM | | MMMMMMMMMMMMMMMMMMMMMMM | Thank you, Web Camp Zagreb! <3 | MMMMMMMMMMMMMMMMMMMMMMMM |_ ____________________________| MMMM::- -:::::::- -::MMMM |/ MM~:~ ~:::::~ ~:~MM .. MMMMM::. .:::+:::. .::MMMMM .. .MM::::: ._. :::::MM. MMMM;:::::;MMMM -MM MMMMMMM ^ M+ MMMMMMMMM MMMMMMM MM MM MM MM MM MM MM MM MM MM MM .~~MM~MM~MM~MM~~. ~~~~MM:~MM~~~MM~:MM~~~~ ~~~~~~==~==~~~==~==~~~~~~ ~~~~~~==~==~==~==~~~~~~ :~==~==~==~==~~
62. ! The End