Split support into two pages

The kind of communications we’re getting at the moment can broadly be
broken down into:
- problems
- questions and feedback

We will need to triage problems differently, because they could
potentially be urgent/severe/emergency/P1/whatever language we use.
Questions or feedback will never be P1.

Two reasons for making the user categorise their tickets themselves:

- Outside of hours we can’t get someone out of bed in order to decide if
  a ticket is a problem or just feedback

- We can tailor the subsequent pages to whether it’s a problem or
  feedback (eg showing a link to the status page if the user is having
  a problem)

This commit let’s users make the choice with a pair of radio buttons.

It also cleans up a bunch of the tests and parameterizes them so we’re
testing the flow for both ticket types.

app/main/forms.py

@@ -392,10 +392,21 @@ class CreateKeyForm(Form):
             raise ValidationError('A key with this name already exists')
 
 
+class SupportType(Form):
+    support_type = RadioField(
+        'How can we help you?',
+        choices=[
+            ('problem', 'Report a problem'),
+            ('question', 'Ask a question or give feedback'),
+        ],
+        validators=[DataRequired()]
+    )
+
+
 class Feedback(Form):
     name = StringField('Name')
     email_address = StringField('Email address')
-    feedback = TextAreaField(u'', validators=[DataRequired(message="Can’t be empty")])
+    feedback = TextAreaField('Your message', validators=[DataRequired(message="Can’t be empty")])
 
 
 class RequestToGoLiveForm(Form):

app/main/validators.py

@@ -35,7 +35,7 @@ class ValidGovEmail(object):
         message = (
             'Enter a central government email address.'
             ' If you think you should have access'
-            ' <a href="{}">contact us</a>').format(url_for('main.feedback'))
+            ' <a href="{}">contact us</a>').format(url_for('main.support'))
         if not is_gov_user(field.data.lower()):
             raise ValidationError(message)
 

app/main/views/feedback.py

@@ -1,16 +1,24 @@
 import requests
 from flask import render_template, url_for, redirect, flash, current_app, abort
 from app.main import main
-from app.main.forms import Feedback
+from app.main.forms import SupportType, Feedback
 
 
 @main.route('/support', methods=['GET', 'POST'])
 def support():
-    return render_template('views/support/index.html')
+    form = SupportType()
+    if form.validate_on_submit():
+        return redirect(url_for(
+            '.feedback',
+            ticket_type=form.support_type.data,
+        ))
+    return render_template('views/support/index.html', form=form)
 
 
-@main.route('/support/feedback', methods=['GET', 'POST'])
+@main.route('/support/contact/<ticket_type>', methods=['GET', 'POST'])
-def feedback():
+def feedback(ticket_type):
+    if ticket_type not in ['problem', 'question']:
+        abort(404)
     form = Feedback()
     if form.validate_on_submit():
         user_supplied_email = form.email_address.data != ''
@@ -25,7 +33,8 @@ def feedback():
             'department_id': current_app.config.get('DESKPRO_DEPT_ID'),
             'agent_team_id': current_app.config.get('DESKPRO_ASSIGNED_AGENT_TEAM_ID'),
             'subject': 'Notify feedback',
-            'message': feedback_msg
+            'message': feedback_msg,
+            'label': ticket_type,
         }
         headers = {
             "X-DeskPRO-API-Key": current_app.config.get('DESKPRO_API_KEY'),
@@ -43,6 +52,10 @@ def feedback():
                 )
             abort(500, "Feedback submission failed")
         flash("Thanks, we’ve received your feedback", 'default_with_tick')
-        return redirect(url_for('.support'))
+        return redirect(url_for('.support', ticket_type=ticket_type))
 
-    return render_template('views/support/feedback.html', form=form)
+    return render_template(
+        'views/support/{}.html'.format(ticket_type),
+        form=form,
+        ticket_type=ticket_type
+    )

app/templates/views/support/index.html

@@ -1,9 +1,9 @@
 {% extends "withoutnav_template.html" %}
-{% from "components/textbox.html" import textbox %}
+{% from "components/radios.html" import radios %}
 {% from "components/page-footer.html" import page_footer %}
 
 {% block page_title %}
-  Feedback – GOV.UK Notify
+  Support – GOV.UK Notify
 {% endblock %}
 
 {% block maincolumn_content %}
@@ -15,12 +15,10 @@
     <div class="grid-row">
       <div class="column-two-thirds">
 
-    <p>
+        <form method="post" class="bottom-gutter-2">
-      <a href="{{ url_for('.feedback') }}">I have a problem or question</a>
+          {{ radios(form.support_type) }}
-    </p>
+          {{ page_footer('Next') }}
-
+        </form>
-    <div class="grid-row">
-      <div class="column-two-thirds">
 
         <h2 class="heading-medium">
           Support process
@@ -82,5 +80,4 @@
       </div>
     </div>
 
-
 {% endblock %}

app/templates/views/support/problem.html

@@ -3,19 +3,19 @@
 {% from "components/page-footer.html" import page_footer %}
 
 {% block page_title %}
-  Feedback – GOV.UK Notify
+  Report a problem – GOV.UK Notify
 {% endblock %}
 
 {% block maincolumn_content %}
 
     <h1 class="heading-large">
-      Support and feedback
+      Report a problem
     </h1>
     <div class="grid-row">
       <div class="column-two-thirds">
         <div class="panel panel-border-wide">
           <p>
-            Check our <a href="https://status.notifications.service.gov.uk">system status</a> 
+            Check our <a href="https://status.notifications.service.gov.uk">system status</a>
             page to see if there are any known issues with GOV.UK Notify.
           </p>
         </div>
@@ -26,7 +26,11 @@
             <p>Leave your details below if you'd like a response.</p>
             {{ textbox(form.name, width='1-1') }}
             {{ textbox(form.email_address, width='1-1') }}
-            {{ page_footer('Send') }}  
+            {{ page_footer(
+              'Send',
+              secondary_link=url_for('.support'),
+              secondary_link_text='Back to support',
+            ) }}
         </form>
       </div>
     </div>

app/templates/views/support/question.html

@@ -0,0 +1,31 @@
+{% extends "withoutnav_template.html" %}
+{% from "components/textbox.html" import textbox %}
+{% from "components/page-footer.html" import page_footer %}
+
+{% block page_title %}
+  Ask a question or give feedback – GOV.UK Notify
+{% endblock %}
+
+{% block maincolumn_content %}
+
+    <h1 class="heading-large">
+      Ask a question or give feedback
+    </h1>
+    <div class="grid-row">
+      <div class="column-two-thirds">
+        <form method="post">
+            {{ textbox(form.feedback, width='1-1', hint='', rows=10) }}
+            <h3 class="heading-medium">Do you want a reply?</h3>
+            <p>Leave your details below if you'd like a response.</p>
+            {{ textbox(form.name, width='1-1') }}
+            {{ textbox(form.email_address, width='1-1') }}
+            {{ page_footer(
+              'Send',
+              secondary_link=url_for('.support'),
+              secondary_link_text='Back to support',
+            ) }}
+        </form>
+      </div>
+    </div>
+
+{% endblock %}

app/templates/views/terms-of-use.html

@@ -18,7 +18,7 @@ Terms of use – GOV.UK Notify
         <h2 class="heading-medium">You must accept the GOV.UK Notify data sharing and financial agreement (Memorandum of Understanding) before we can process data for you.</h2>
 
         <p>
-          <a href="{{ url_for('main.feedback') }}">Contact the Notify team</a> to get a copy of the agreement or to find out if your organisation has already accepted it.
+          <a href="{{ url_for('main.support') }}">Contact the Notify team</a> to get a copy of the agreement or to find out if your organisation has already accepted it.
         </p>
 
     {% endcall %}
@@ -83,7 +83,7 @@ Terms of use – GOV.UK Notify
 
       <p>Cabinet Office act as data processor, as parent organisation of GOV.UK Notify. Your organisation remains the data controller.</p>
 
-      <p><a href="{{ url_for('main.feedback') }}">Contact us</a> if you want more information about our approach to data protection and information risk management.</p>
+      <p><a href="{{ url_for('main.support') }}">Contact us</a> if you want more information about our approach to data protection and information risk management.</p>
 
       <h3 class="heading-small" id="we-agree-to-give-you-one-months-notice">
         We agree to give you one months’ notice if we change these terms
@@ -167,7 +167,7 @@ Terms of use – GOV.UK Notify
         Leaving GOV.UK Notify
       </h2>
 
-      <p>You can remove your service from GOV.UK Notify at any time. <a href="{{ url_for('main.feedback') }}">Contact us</a> and we’ll delete your account.</p>
+      <p>You can remove your service from GOV.UK Notify at any time. <a href="{{ url_for('main.support') }}">Contact us</a> and we’ll delete your account.</p>
 
       <p>Any data that you have already processed through GOV.UK Notify will be deleted as part of the existing data deletion processes and data retention periods.</p>
 

tests/app/main/views/test_feedback.py

@@ -1,3 +1,5 @@
+from bs4 import BeautifulSoup
+from functools import partial
 import pytest
 from flask import url_for
 from werkzeug.exceptions import InternalServerError
@@ -24,76 +26,86 @@ def test_get_support_index_page(client):
     assert resp.status_code == 200
 
 
-def test_get_feedback_page(app_):
+@pytest.mark.parametrize('support_type, expected_h1', [
-    with app_.test_request_context():
+    ('problem', 'Report a problem'),
-        with app_.test_client() as client:
+    ('question', 'Ask a question or give feedback'),
-            resp = client.get(url_for('main.feedback'))
+])
-            assert resp.status_code == 200
+def test_choose_support_type(client, support_type, expected_h1):
+    response = client.post(
+        url_for('main.support'),
+        data={'support_type': support_type}, follow_redirects=True
+    )
+    assert response.status_code == 200
+    page = BeautifulSoup(response.data.decode('utf-8'), 'html.parser')
+    assert page.h1.string.strip() == expected_h1
 
 
-def test_post_feedback_with_name_but_no_email(app_, mocker):
+@pytest.mark.parametrize('ticket_type, expected_status_code', [
+    ('problem', 200),
+    ('question', 200),
+    ('gripe', 404)
+])
+def test_get_feedback_page(client, ticket_type, expected_status_code):
+    response = client.get(url_for('main.feedback', ticket_type=ticket_type))
+    assert response.status_code == expected_status_code
+
+
+@pytest.mark.parametrize('data, expected_message, expected_person_name, expected_email', [
+    (
+        {'feedback': "blah", 'name': 'Fred'},
+        'Environment: http://localhost/\nFred (no email address supplied)\nblah',
+        'Fred',
+        'donotreply@notifications.service.gov.uk',
+    ),
+    (
+        {'feedback': "blah"},
+        'Environment: http://localhost/\n (no email address supplied)\nblah',
+        None,
+        'donotreply@notifications.service.gov.uk',
+    ),
+    (
+        {'feedback': "blah", 'name': "Steve Irwin", 'email_address': 'rip@gmail.com'},
+        'Environment: http://localhost/\n\nblah',
+        'Steve Irwin',
+        'rip@gmail.com',
+    ),
+])
+@pytest.mark.parametrize('ticket_type', ['problem', 'question'])
+def test_post_feedback_with_name_but_no_email(
+    client,
+    mocker,
+    ticket_type,
+    data,
+    expected_message,
+    expected_person_name,
+    expected_email,
+):
     mock_post = mocker.patch(
         'app.main.views.feedback.requests.post',
-        return_value=Mock(status_code=201))
+        return_value=Mock(status_code=201)
-    with app_.test_request_context():
+    )
-        with app_.test_client() as client:
+    resp = client.post(
-            resp = client.post(url_for('main.feedback'), data={'feedback': "blah", 'name': 'Fred'})
+        url_for('main.feedback', ticket_type=ticket_type),
-            assert resp.status_code == 302
+        data=data,
-            mock_post.assert_called_with(
+    )
-                ANY,
+    assert resp.status_code == 302
-                data={
+    mock_post.assert_called_with(
-                    'department_id': ANY,
+        ANY,
-                    'agent_team_id': ANY,
+        data={
-                    'subject': 'Notify feedback',
+            'department_id': ANY,
-                    'message': 'Environment: http://localhost/\nFred (no email address supplied)\nblah',
+            'agent_team_id': ANY,
-                    'person_email': app_.config['DESKPRO_PERSON_EMAIL'],
+            'subject': 'Notify feedback',
-                    'person_name': 'Fred'},
+            'message': expected_message.format(ticket_type),
-                headers=ANY)
+            'person_email': expected_email,
+            'person_name': expected_person_name,
+            'label': ticket_type,
+        },
+        headers=ANY
+    )
 
 
-def test_post_feedback_with_no_name_or_email(app_, mocker):
+@pytest.mark.parametrize('ticket_type', ['problem', 'question'])
-    mock_post = mocker.patch(
+def test_log_error_on_post(app_, mocker, ticket_type):
-        'app.main.views.feedback.requests.post',
-        return_value=Mock(status_code=201))
-    with app_.test_request_context():
-        with app_.test_client() as client:
-            resp = client.post(url_for('main.feedback'), data={'feedback': "blah"})
-            assert resp.status_code == 302
-            mock_post.assert_called_with(
-                ANY,
-                data={
-                    'department_id': ANY,
-                    'agent_team_id': ANY,
-                    'subject': 'Notify feedback',
-                    'message': 'Environment: http://localhost/\n (no email address supplied)\nblah',
-                    'person_email': app_.config['DESKPRO_PERSON_EMAIL'],
-                    'person_name': None},
-                headers=ANY)
-
-
-def test_post_feedback_with_name_email(app_, mocker):
-    mock_post = mocker.patch(
-        'app.main.views.feedback.requests.post',
-        return_value=Mock(status_code=201))
-    with app_.test_request_context():
-        with app_.test_client() as client:
-            resp = client.post(
-                url_for('main.feedback'),
-                data={'feedback': "blah", 'name': "Steve Irwin", 'email_address': 'rip@gmail.com'})
-            assert resp.status_code == 302
-            mock_post.assert_called_with(
-                ANY,
-                data={
-                    'subject': 'Notify feedback',
-                    'department_id': ANY,
-                    'agent_team_id': ANY,
-                    'message': 'Environment: http://localhost/\n\nblah',
-                    'person_name': 'Steve Irwin',
-                    'person_email': 'rip@gmail.com'},
-                headers=ANY)
-
-
-def test_log_error_on_post(app_, mocker):
     mock_post = mocker.patch(
         'app.main.views.feedback.requests.post',
         return_value=Mock(
@@ -106,7 +118,7 @@ def test_log_error_on_post(app_, mocker):
         with app_.test_client() as client:
             with pytest.raises(InternalServerError):
                 resp = client.post(
-                    url_for('main.feedback'),
+                    url_for('main.feedback', ticket_type=ticket_type),
                     data={'feedback': "blah", 'name': "Steve Irwin", 'email_address': 'rip@gmail.com'})
             assert mock_post.called
             mock_logger.assert_called_with(