darkhelm/notifications-admin
1
0
Fork 0
mirror of https://github.com/GSA/notifications-admin.git synced 2026-09-02 17:48:50 -04:00
Code Issues Packages Projects Releases Wiki Activity
Files
d7637dcca410c80da7e8b9fc657fc3e8f8e9bf1a
notifications-admin/app/templates/views/support/bat-phone.html

46 lines
1.6 KiB
HTML
Raw Normal View History

Triage tickets based on time of day and services TL;DR, as much as possible we should work out how to prioritise tickets and not put that burden on the user. However, there are some cases where we can’t. In business hours all tickets are high priority, ie we will at least acknowledge them within 30 mins. If we are not in business hours then we need to know if a ticket is serious enough to get someone out of bed. Only the user can tell us this, but we can give them some examples to help them decide. In addition, out-of-hours tickets are only a priority if the user has live services. Normally we can determine this and do the priority-setting in the background. If they can’t log in then we can’t determine what services they have. So in this case they will need to use the emergency email address, which only users with live services will have. The logic for this gets fairly complex. It might be to easier to understand what’s going on by walking through the test cases, which are a bit more declarative. N.B. Deskpro’s ‘urgency’ is descending, eg 10 is the most urgent and 1 is the least.
2016-12-12 11:44:11 +00:00
{% extends "withoutnav_template.html" %}
{% from "components/textbox.html" import textbox %}
{% from "components/page-footer.html" import page_footer %}
Use correct back link pattern on escalation page
2020-03-25 11:56:47 +00:00
{% from "components/page-header.html" import page_header %}
Triage tickets based on time of day and services TL;DR, as much as possible we should work out how to prioritise tickets and not put that burden on the user. However, there are some cases where we can’t. In business hours all tickets are high priority, ie we will at least acknowledge them within 30 mins. If we are not in business hours then we need to know if a ticket is serious enough to get someone out of bed. Only the user can tell us this, but we can give them some examples to help them decide. In addition, out-of-hours tickets are only a priority if the user has live services. Normally we can determine this and do the priority-setting in the background. If they can’t log in then we can’t determine what services they have. So in this case they will need to use the emergency email address, which only users with live services will have. The logic for this gets fairly complex. It might be to easier to understand what’s going on by walking through the test cases, which are a bit more declarative. N.B. Deskpro’s ‘urgency’ is descending, eg 10 is the most urgent and 1 is the least.
2016-12-12 11:44:11 +00:00
Include service name in page `<title>` In pages specific to a service (e.g. dashboard and sub pages) the title needs to distinguish which service it applies to. This is mainly to give context to screen reader users who could be managing multiple services. Implementing this uses template inheritance: `page_title` includes `per_page_title` includes `service_page_title` ‘GOV.UK Notify’ is inserted into every page title. Pages that set `service_page_title` get the service name inserted too.
2017-02-13 10:45:15 +00:00
{% block per_page_title %}
Out of hours emergencies
Triage tickets based on time of day and services TL;DR, as much as possible we should work out how to prioritise tickets and not put that burden on the user. However, there are some cases where we can’t. In business hours all tickets are high priority, ie we will at least acknowledge them within 30 mins. If we are not in business hours then we need to know if a ticket is serious enough to get someone out of bed. Only the user can tell us this, but we can give them some examples to help them decide. In addition, out-of-hours tickets are only a priority if the user has live services. Normally we can determine this and do the priority-setting in the background. If they can’t log in then we can’t determine what services they have. So in this case they will need to use the emergency email address, which only users with live services will have. The logic for this gets fairly complex. It might be to easier to understand what’s going on by walking through the test cases, which are a bit more declarative. N.B. Deskpro’s ‘urgency’ is descending, eg 10 is the most urgent and 1 is the least.
2016-12-12 11:44:11 +00:00
{% endblock %}
{% block maincolumn_content %}
Use correct back link pattern on escalation page
2020-03-25 11:56:47 +00:00
{{ page_header(
'Out of hours emergencies',
url_for('.support')
)}}
Replace `grid-row` with `govuk-grid-row` Replaced all instances of `grid-row` in the HTML and JavaScript with `govuk-grid-row`, which is the new GOV.UK Frontend class.
2020-02-19 11:57:15 +00:00
<div class="govuk-grid-row">
Replace `column-two-thirds` with `govuk-grid-column-two-thirds`
2020-02-19 12:36:02 +00:00
<div class="govuk-grid-column-two-thirds">
Don’t allow paragraphs without class attribute All paragraphs should have class="govuk-body", or be otherwise custom-styled. This commit adds some extra checks to our test fixture that looks for paragraphs that don’t have any styling. Our test coverage is pretty good, so this should check almost all pages, and prevent regressions. I’ve done this in such a way that it can be extended for other elements (e.g. links) in the future.
2020-05-29 17:11:01 +01:00
<p class="govuk-body">
Triage tickets based on time of day and services TL;DR, as much as possible we should work out how to prioritise tickets and not put that burden on the user. However, there are some cases where we can’t. In business hours all tickets are high priority, ie we will at least acknowledge them within 30 mins. If we are not in business hours then we need to know if a ticket is serious enough to get someone out of bed. Only the user can tell us this, but we can give them some examples to help them decide. In addition, out-of-hours tickets are only a priority if the user has live services. Normally we can determine this and do the priority-setting in the background. If they can’t log in then we can’t determine what services they have. So in this case they will need to use the emergency email address, which only users with live services will have. The logic for this gets fairly complex. It might be to easier to understand what’s going on by walking through the test cases, which are a bit more declarative. N.B. Deskpro’s ‘urgency’ is descending, eg 10 is the most urgent and 1 is the least.
2016-12-12 11:44:11 +00:00
First, check the
Update all links to use GOVUK Frontend style Includes: - turning off :visited styles to match existing design - swapping heading classes used to make links bold for the GOVUK Frontend bold override class - adding visually hidden text to some links to make them work when isolated from their context We may need to revisit whether some links, such as those for documentation and features, may benefit from having some indication that their target has been visited.
2019-12-06 07:53:46 +00:00
<a class="govuk-link govuk-link--no-visited-state" href="https://status.notifications.service.gov.uk">system status page</a>.
Replace don't with do not
2019-09-13 10:25:16 +01:00
You do not need to contact us if
Triage tickets based on time of day and services TL;DR, as much as possible we should work out how to prioritise tickets and not put that burden on the user. However, there are some cases where we can’t. In business hours all tickets are high priority, ie we will at least acknowledge them within 30 mins. If we are not in business hours then we need to know if a ticket is serious enough to get someone out of bed. Only the user can tell us this, but we can give them some examples to help them decide. In addition, out-of-hours tickets are only a priority if the user has live services. Normally we can determine this and do the priority-setting in the background. If they can’t log in then we can’t determine what services they have. So in this case they will need to use the emergency email address, which only users with live services will have. The logic for this gets fairly complex. It might be to easier to understand what’s going on by walking through the test cases, which are a bit more declarative. N.B. Deskpro’s ‘urgency’ is descending, eg 10 is the most urgent and 1 is the least.
2016-12-12 11:44:11 +00:00
the problem you’re having is listed on that page.
</p>
Don’t allow paragraphs without class attribute All paragraphs should have class="govuk-body", or be otherwise custom-styled. This commit adds some extra checks to our test fixture that looks for paragraphs that don’t have any styling. Our test coverage is pretty good, so this should check almost all pages, and prevent regressions. I’ve done this in such a way that it can be extended for other elements (e.g. links) in the future.
2020-05-29 17:11:01 +01:00
<p class="govuk-body">
Triage tickets based on time of day and services TL;DR, as much as possible we should work out how to prioritise tickets and not put that burden on the user. However, there are some cases where we can’t. In business hours all tickets are high priority, ie we will at least acknowledge them within 30 mins. If we are not in business hours then we need to know if a ticket is serious enough to get someone out of bed. Only the user can tell us this, but we can give them some examples to help them decide. In addition, out-of-hours tickets are only a priority if the user has live services. Normally we can determine this and do the priority-setting in the background. If they can’t log in then we can’t determine what services they have. So in this case they will need to use the emergency email address, which only users with live services will have. The logic for this gets fairly complex. It might be to easier to understand what’s going on by walking through the test cases, which are a bit more declarative. N.B. Deskpro’s ‘urgency’ is descending, eg 10 is the most urgent and 1 is the least.
2016-12-12 11:44:11 +00:00
Otherwise, contact us using the emergency email address we
gave you or your service manager when we made your service live.
</p>
Don’t allow paragraphs without class attribute All paragraphs should have class="govuk-body", or be otherwise custom-styled. This commit adds some extra checks to our test fixture that looks for paragraphs that don’t have any styling. Our test coverage is pretty good, so this should check almost all pages, and prevent regressions. I’ve done this in such a way that it can be extended for other elements (e.g. links) in the future.
2020-05-29 17:11:01 +01:00
<p class="govuk-body">
Triage tickets based on time of day and services TL;DR, as much as possible we should work out how to prioritise tickets and not put that burden on the user. However, there are some cases where we can’t. In business hours all tickets are high priority, ie we will at least acknowledge them within 30 mins. If we are not in business hours then we need to know if a ticket is serious enough to get someone out of bed. Only the user can tell us this, but we can give them some examples to help them decide. In addition, out-of-hours tickets are only a priority if the user has live services. Normally we can determine this and do the priority-setting in the background. If they can’t log in then we can’t determine what services they have. So in this case they will need to use the emergency email address, which only users with live services will have. The logic for this gets fairly complex. It might be to easier to understand what’s going on by walking through the test cases, which are a bit more declarative. N.B. Deskpro’s ‘urgency’ is descending, eg 10 is the most urgent and 1 is the least.
2016-12-12 11:44:11 +00:00
We’ll reply within 30 minutes and give you hourly updates
until the problem’s fixed.
</p>
Don’t allow paragraphs without class attribute All paragraphs should have class="govuk-body", or be otherwise custom-styled. This commit adds some extra checks to our test fixture that looks for paragraphs that don’t have any styling. Our test coverage is pretty good, so this should check almost all pages, and prevent regressions. I’ve done this in such a way that it can be extended for other elements (e.g. links) in the future.
2020-05-29 17:11:01 +01:00
<p class="govuk-body">
Replace don't with do not
2019-09-13 10:25:16 +01:00
We do not offer out of hours support if your service is in
Triage tickets based on time of day and services TL;DR, as much as possible we should work out how to prioritise tickets and not put that burden on the user. However, there are some cases where we can’t. In business hours all tickets are high priority, ie we will at least acknowledge them within 30 mins. If we are not in business hours then we need to know if a ticket is serious enough to get someone out of bed. Only the user can tell us this, but we can give them some examples to help them decide. In addition, out-of-hours tickets are only a priority if the user has live services. Normally we can determine this and do the priority-setting in the background. If they can’t log in then we can’t determine what services they have. So in this case they will need to use the emergency email address, which only users with live services will have. The logic for this gets fairly complex. It might be to easier to understand what’s going on by walking through the test cases, which are a bit more declarative. N.B. Deskpro’s ‘urgency’ is descending, eg 10 is the most urgent and 1 is the least.
2016-12-12 11:44:11 +00:00
trial mode.
</p>
<h2 class="heading-medium">Any other problems</h2>
<p class="bottom-gutter-2">
Update all links to use GOVUK Frontend style Includes: - turning off :visited styles to match existing design - swapping heading classes used to make links bold for the GOVUK Frontend bold override class - adding visually hidden text to some links to make them work when isolated from their context We may need to revisit whether some links, such as those for documentation and features, may benefit from having some indication that their target has been visited.
2019-12-06 07:53:46 +00:00
<a class="govuk-link govuk-link--no-visited-state" href="{{ url_for('main.feedback', ticket_type='report-problem', severe='no') }}">Fill in this form</a>
Triage tickets based on time of day and services TL;DR, as much as possible we should work out how to prioritise tickets and not put that burden on the user. However, there are some cases where we can’t. In business hours all tickets are high priority, ie we will at least acknowledge them within 30 mins. If we are not in business hours then we need to know if a ticket is serious enough to get someone out of bed. Only the user can tell us this, but we can give them some examples to help them decide. In addition, out-of-hours tickets are only a priority if the user has live services. Normally we can determine this and do the priority-setting in the background. If they can’t log in then we can’t determine what services they have. So in this case they will need to use the emergency email address, which only users with live services will have. The logic for this gets fairly complex. It might be to easier to understand what’s going on by walking through the test cases, which are a bit more declarative. N.B. Deskpro’s ‘urgency’ is descending, eg 10 is the most urgent and 1 is the least.
2016-12-12 11:44:11 +00:00
and we’ll get back to you by the next working day.
</p>
</div>
</div>
{% endblock %}
Reference in New Issue Copy Permalink