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.

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.
           </p>
         </div>
-        <p>What went wrong, if anything? What went well? How could we improve this service?</p>
         <form method="post">
             {{ textbox(form.feedback, width='1-1', hint='', rows=10) }}
             {% if not current_user.is_authenticated %}