diff --git a/app/main/forms.py b/app/main/forms.py index 6a66016a1..daf6f53b1 100644 --- a/app/main/forms.py +++ b/app/main/forms.py @@ -409,6 +409,17 @@ class Support(Form): feedback = TextAreaField('Your message', validators=[DataRequired(message="Can’t be empty")]) +class Triage(Form): + severe = RadioField( + 'Is it an emergency?', + choices=[ + ('yes', 'Yes'), + ('no', 'No'), + ], + validators=[DataRequired()] + ) + + class RequestToGoLiveForm(Form): mou = RadioField( ( diff --git a/app/main/views/feedback.py b/app/main/views/feedback.py index 9d1d73304..f344f8484 100644 --- a/app/main/views/feedback.py +++ b/app/main/views/feedback.py @@ -1,8 +1,11 @@ import requests -from flask import render_template, url_for, redirect, flash, current_app, abort +import pytz +from flask import render_template, url_for, redirect, flash, current_app, abort, request from flask_login import current_user +from app import convert_to_boolean, current_service, service_api_client from app.main import main -from app.main.forms import SupportType, Support +from app.main.forms import SupportType, Support, Triage +from datetime import datetime @main.route('/support', methods=['GET', 'POST']) @@ -16,11 +19,46 @@ def support(): return render_template('views/support/index.html', form=form) -@main.route('/support/contact/', methods=['GET', 'POST']) +@main.route('/support/triage', methods=['GET', 'POST']) +def triage(): + form = Triage() + if form.validate_on_submit(): + return redirect(url_for( + '.feedback', + ticket_type='problem', + severe=(form.severe.data == 'yes') + )) + return render_template( + 'views/support/triage.html', + form=form + ) + + +@main.route('/support/submit/', methods=['GET', 'POST']) def feedback(ticket_type): - if ticket_type not in ['problem', 'question']: + + if ticket_type not in ['question', 'problem']: abort(404) + form = Support() + severe = request.args.get('severe') + + urgent = any(( + in_business_hours(), + (ticket_type == 'problem' and convert_to_boolean(severe)) + )) + + anonymous = all(( + (not form.email_address.data), + (not current_user.is_authenticated), + )) + + if needs_triage(ticket_type, severe): + return redirect(url_for('.triage')) + + if needs_escalation(ticket_type, severe): + return redirect(url_for('.bat_phone')) + if form.validate_on_submit(): if current_user.is_authenticated: user_email = current_user.email_address @@ -41,6 +79,7 @@ def feedback(ticket_type): 'subject': 'Notify feedback', 'message': feedback_msg, 'label': ticket_type, + 'urgency': 10 if urgent else 1, } headers = { "X-DeskPRO-API-Key": current_app.config.get('DESKPRO_API_KEY'), @@ -63,5 +102,92 @@ def feedback(ticket_type): return render_template( 'views/support/{}.html'.format(ticket_type), form=form, - ticket_type=ticket_type + ticket_type=ticket_type, ) + + +@main.route('/support/escalate', methods=['GET', 'POST']) +def bat_phone(): + + if current_user.is_authenticated: + return redirect(url_for('main.feedback', ticket_type='problem')) + + return render_template('views/support/bat-phone.html') + + +@main.route('/support/thanks', methods=['GET', 'POST']) +def thanks(): + return render_template( + 'views/support/thanks.html', + ticket_type=request.args.get('ticket_type'), + ) + + +def in_business_hours(): + + now = datetime.now().replace(tzinfo=pytz.timezone('Europe/London')) + + if is_weekend(now) or is_bank_holiday(now): + return False + + opening_time = now.replace(hour=9, minute=30, second=0, tzinfo=pytz.timezone('Europe/London')) + closing_time = now.replace(hour=17, minute=30, second=0, tzinfo=pytz.timezone('Europe/London')) + + return opening_time <= now < closing_time + + +def is_weekend(time): + return time.strftime('%A') in { + 'Saturday', + 'Sunday', + } + + +def is_bank_holiday(time): + return time.strftime('%d/%m/%Y') in { + # taken from + # https://github.com/alphagov/calendars/blob/7f6512b0a95d77aa22accef105860074c19f1ec0/lib/data/bank-holidays.json + "01/01/2016", + "25/03/2016", + "28/03/2016", + "02/05/2016", + "30/05/2016", + "29/08/2016", + "26/12/2016", + "27/12/2016", + "02/01/2017", + "14/04/2017", + "17/04/2017", + "01/05/2017", + "29/05/2017", + "28/08/2017", + "25/12/2017", + "26/12/2017", + } + + +def has_live_services(user_id): + return any( + service['restricted'] is False + for service in service_api_client.get_services({'user_id': user_id})['data'] + ) + + +def needs_triage(ticket_type, severe): + return all(( + ticket_type == 'problem', + severe is None, + ( + not current_user.is_authenticated or has_live_services(current_user.id) + ), + not in_business_hours(), + )) + + +def needs_escalation(ticket_type, severe): + return all(( + ticket_type == 'problem', + convert_to_boolean(severe), + not current_user.is_authenticated, + not in_business_hours(), + )) diff --git a/app/templates/views/support/bat-phone.html b/app/templates/views/support/bat-phone.html new file mode 100644 index 000000000..751c27cae --- /dev/null +++ b/app/templates/views/support/bat-phone.html @@ -0,0 +1,46 @@ +{% extends "withoutnav_template.html" %} +{% from "components/textbox.html" import textbox %} +{% from "components/page-footer.html" import page_footer %} + +{% block page_title %} + Out of hours emergencies – GOV.UK Notify +{% endblock %} + +{% block maincolumn_content %} + +

+ Out of hours emergencies +

+
+
+

+ First, check the + system status page. + You don’t need to contact us if + the problem you’re having is listed on that page. +

+

+ Otherwise, contact us using the emergency email address we + gave you or your service manager when we made your service live. +

+

+ We’ll reply within 30 minutes and give you hourly updates + until the problem’s fixed. +

+

+ We don’t offer out of hours support if your service is in + trial mode. +

+

Any other problems

+

+ Fill in this form + and we’ll get back to you by the next working day. +

+

+ Back to support +

+
+
+ + +{% endblock %} diff --git a/app/templates/views/support/problem.html b/app/templates/views/support/problem.html index dac9efe6c..e50c88ae7 100644 --- a/app/templates/views/support/problem.html +++ b/app/templates/views/support/problem.html @@ -1,4 +1,5 @@ {% extends "withoutnav_template.html" %} +{% from "components/checkbox.html" import checkbox %} {% from "components/textbox.html" import textbox %} {% from "components/page-footer.html" import page_footer %} @@ -19,7 +20,6 @@ page to see if there are any known issues with GOV.UK Notify.

-

What went wrong, if anything? What went well? How could we improve this service?

{{ textbox(form.feedback, width='1-1', hint='', rows=10) }} {% if not current_user.is_authenticated %} diff --git a/app/templates/views/support/triage.html b/app/templates/views/support/triage.html new file mode 100644 index 000000000..475a5fea9 --- /dev/null +++ b/app/templates/views/support/triage.html @@ -0,0 +1,61 @@ +{% extends "withoutnav_template.html" %} +{% from "components/radios.html" import radios %} +{% from "components/page-footer.html" import page_footer %} + +{% block page_title %} + Feedback – GOV.UK Notify +{% endblock %} + +{% block maincolumn_content %} + +
+
+

+ Report a problem +

+ + {{ radios(form.severe) }} + {{ page_footer('Next') }} + +

+ It’s only an emergency if: +

+
    +
  • + no one in your team can log in +
    • +
  • + you get a ‘technical difficulties’ error message when you try + to upload a file +
    • +
  • + you get a 500 response code when you try to send messages + using the API +
    • +
+

+ It’s not an emergency if: +

+
    +
  • + all your messages stay in ‘sending’ for a few hours +
    • +
  • + you send the wrong message by accident +
    • +
  • + a team member uses GOV.UK Notify to send an + inappropriate message +
    • +
  • + your system is telling the GOV.UK Notify API to send the wrong + message +
    • +
+

+ Back to support +

+
+
+ +{% endblock %} diff --git a/tests/app/main/views/test_feedback.py b/tests/app/main/views/test_feedback.py index 29e83f215..c260f9a52 100644 --- a/tests/app/main/views/test_feedback.py +++ b/tests/app/main/views/test_feedback.py @@ -4,6 +4,17 @@ import pytest from flask import url_for from werkzeug.exceptions import InternalServerError from unittest.mock import Mock, ANY +from freezegun import freeze_time +from tests.conftest import ( + mock_get_services, + mock_get_services_with_no_services, + mock_get_services_with_one_service +) +from app.main.views.feedback import has_live_services, in_business_hours + + +def no_redirect(): + return lambda _external=True: None def test_logged_in_user_redirects_to_choose_service(app_, @@ -26,6 +37,7 @@ def test_get_support_index_page(client): assert resp.status_code == 200 +@freeze_time('2016-12-12 12:00:00.000000') @pytest.mark.parametrize('support_type, expected_h1', [ ('problem', 'Report a problem'), ('question', 'Ask a question or give feedback'), @@ -60,6 +72,7 @@ def test_choose_support_type( assert page.find('form').find('p').text.strip() == expected_contact_details +@freeze_time('2016-12-12 12:00:00.000000') @pytest.mark.parametrize('ticket_type, expected_status_code', [ ('problem', 200), ('question', 200), @@ -70,6 +83,7 @@ def test_get_feedback_page(client, ticket_type, expected_status_code): assert response.status_code == expected_status_code +@freeze_time("2016-12-12 12:00:00.000000") @pytest.mark.parametrize('data, expected_message, expected_person_name, expected_email, logged_in', [ ( {'feedback': "blah", 'name': 'Fred'}, @@ -101,7 +115,7 @@ def test_get_feedback_page(client, ticket_type, expected_status_code): ), ]) @pytest.mark.parametrize('ticket_type', ['problem', 'question']) -def test_post_feedback( +def test_post_problem_or_question( client, api_user_active, mock_get_user, @@ -131,15 +145,211 @@ def test_post_feedback( 'department_id': ANY, 'agent_team_id': ANY, 'subject': 'Notify feedback', - 'message': expected_message.format(ticket_type), + 'message': expected_message, 'person_email': expected_email, 'person_name': expected_person_name, 'label': ticket_type, + 'urgency': ANY, }, headers=ANY ) +@pytest.mark.parametrize('ticket_type, severe, is_in_business_hours, expected_urgency', [ + + # business hours, always urgent + ('problem', True, True, 10), + ('question', True, True, 10), + ('problem', False, True, 10), + ('question', False, True, 10), + + # out of hours, non emergency, never urgent + ('problem', False, False, 1), + ('question', False, False, 1), + + # out of hours, emergency problems are urgent + ('problem', True, False, 10), + ('question', True, False, 1), + +]) +def test_urgency( + logged_in_client, + api_user_active, + mock_get_user, + mock_get_services, + mocker, + ticket_type, + severe, + is_in_business_hours, + expected_urgency, +): + mocker.patch('app.main.views.feedback.in_business_hours', return_value=is_in_business_hours) + mock_post = mocker.patch('app.main.views.feedback.requests.post', return_value=Mock(status_code=201)) + response = logged_in_client.post( + url_for('main.feedback', ticket_type=ticket_type, severe=severe), + data={'feedback': "blah"}, + ) + assert response.status_code == 302 + assert mock_post.call_args[1]['data']['urgency'] == expected_urgency + + +ids, params = zip(*[ + ('non-logged in users always have to triage', ( + 'problem', False, False, True, + 302, partial(url_for, 'main.triage') + )), + ('trial services are never high priority', ( + 'problem', False, True, False, + 200, no_redirect() + )), + ('we can triage in hours', ( + 'problem', True, True, True, + 200, no_redirect() + )), + ('only problems are high priority', ( + 'question', False, True, True, + 200, no_redirect() + )), + ('should triage out of hours', ( + 'problem', False, True, True, + 302, partial(url_for, 'main.triage') + )) +]) + + +@pytest.mark.parametrize( + ( + 'ticket_type, is_in_business_hours, logged_in, has_live_services,' + 'expected_status, expected_redirect' + ), + params, ids=ids +) +def test_redirects_to_triage( + client, + api_user_active, + mocker, + mock_get_user, + ticket_type, + is_in_business_hours, + logged_in, + has_live_services, + expected_status, + expected_redirect, +): + mocker.patch('app.main.views.feedback.has_live_services', return_value=has_live_services) + mocker.patch('app.main.views.feedback.in_business_hours', return_value=is_in_business_hours) + if logged_in: + client.login(api_user_active) + + response = client.get(url_for('main.feedback', ticket_type=ticket_type)) + assert response.status_code == expected_status + assert response.location == expected_redirect(_external=True) + + +@pytest.mark.parametrize('get_services_mock, expected_return_value', [ + (mock_get_services, True), + (mock_get_services_with_no_services, False), + (mock_get_services_with_one_service, False), +]) +def test_has_live_services( + mocker, + fake_uuid, + get_services_mock, + expected_return_value +): + get_services_mock(mocker, fake_uuid) + assert has_live_services(12345) == expected_return_value + + +@pytest.mark.parametrize('when, is_in_business_hours', [ + + ('2016-06-06 09:29:59', False), # opening time, summer and winter + ('2016-12-12 09:29:59', False), + ('2016-06-06 09:30:00', True), + ('2016-12-12 09:30:00', True), + + ('2016-12-12 12:00:00', True), # middle of the day + + ('2016-12-12 17:29:59', True), # closing time + ('2016-12-12 17:30:00', False), + + ('2016-12-10 12:00:00', False), # Saturday + ('2016-12-11 12:00:00', False), # Sunday + ('2016-01-01 12:00:00', False), # Bank holiday + +]) +def test_in_business_hours(when, is_in_business_hours): + with freeze_time(when): + assert in_business_hours() == is_in_business_hours + + +@pytest.mark.parametrize('choice, expected_redirect_param', [ + ('yes', True), + ('no', False), +]) +def test_triage_redirects_to_correct_url(client, mocker, choice, expected_redirect_param): + response = client.post(url_for('main.triage'), data={'severe': choice}) + assert response.status_code == 302 + assert response.location == url_for( + 'main.feedback', + ticket_type='problem', + severe=expected_redirect_param, + _external=True, + ) + + +@pytest.mark.parametrize('is_in_business_hours, severe, expected_status_code, expected_redirect', [ + (True, True, 200, no_redirect()), + (True, False, 200, no_redirect()), + (False, False, 200, no_redirect()), + (False, True, 302, partial(url_for, 'main.bat_phone')), +]) +def test_should_be_shown_the_bat_email( + client, + active_user_with_permissions, + mocker, + service_one, + mock_get_services, + is_in_business_hours, + severe, + expected_status_code, + expected_redirect, +): + + mocker.patch('app.main.views.feedback.in_business_hours', return_value=is_in_business_hours) + + feedback_page = url_for('main.feedback', ticket_type='problem', severe=severe) + + response = client.get(feedback_page) + + assert response.status_code == expected_status_code + assert response.location == expected_redirect(_external=True) + + # logged in users should never be redirected to the bat email page + client.login(active_user_with_permissions, mocker, service_one) + logged_in_response = client.get(feedback_page) + assert logged_in_response.status_code == 200 + + +def test_bat_email_page( + client, + active_user_with_permissions, + mocker, + service_one, +): + + bat_phone_page = url_for('main.bat_phone') + + response = client.get(bat_phone_page) + assert response.status_code == 200 + + client.login(active_user_with_permissions, mocker, service_one) + logged_in_response = client.get(bat_phone_page) + assert logged_in_response.status_code == 302 + assert logged_in_response.location == url_for('main.feedback', ticket_type='problem', _external=True) + + +@freeze_time('2016-12-12 12:00:00.000000') @pytest.mark.parametrize('ticket_type', ['problem', 'question']) def test_log_error_on_post(app_, mocker, ticket_type): mock_post = mocker.patch( diff --git a/tests/conftest.py b/tests/conftest.py index c04ea82ac..3cceeff9f 100644 --- a/tests/conftest.py +++ b/tests/conftest.py @@ -221,7 +221,7 @@ def mock_get_services_with_one_service(mocker, fake_uuid, user=None): def _get_services(params_dict=None): return {'data': [service_json( - SERVICE_ONE_ID, "service_one", [user.id], 1000, True, False + SERVICE_ONE_ID, "service_one", [user.id], 1000, True, True )]} return mocker.patch(