Add a ‘general’ ticket type

This is for tickets coming from non-logged-in users. It’s effectively
the same as reporting a problem, but doesn’t have the banner about
the status page (because we can’t tell if they’re actually reporting a
problem now we’re not asking).

It also gives a more generic page title.

app/main/views/feedback.py

@@ -13,7 +13,11 @@ from app.main.forms import (
     SupportType,
     Triage,
 )
-from app.models.feedback import PROBLEM_TICKET_TYPE
+from app.models.feedback import (
+    GENERAL_TICKET_TYPE,
+    PROBLEM_TICKET_TYPE,
+    QUESTION_TICKET_TYPE,
+)
 
 
 def get_prefilled_message():
@@ -50,7 +54,7 @@ def support():
             else:
                 return redirect(url_for(
                     '.feedback',
-                    ticket_type=PROBLEM_TICKET_TYPE,
+                    ticket_type=GENERAL_TICKET_TYPE,
                 ))
 
     return render_template('views/support/index.html', form=form)
@@ -62,17 +66,22 @@ def support_public():
 
 
 @main.route('/support/triage', methods=['GET', 'POST'])
-def triage():
+@main.route('/support/triage/<ticket_type:ticket_type>', methods=['GET', 'POST'])
+def triage(ticket_type=PROBLEM_TICKET_TYPE):
     form = Triage()
     if form.validate_on_submit():
         return redirect(url_for(
             '.feedback',
-            ticket_type=PROBLEM_TICKET_TYPE,
+            ticket_type=ticket_type,
             severe=form.severe.data
         ))
     return render_template(
         'views/support/triage.html',
-        form=form
+        form=form,
+        page_title={
+            PROBLEM_TICKET_TYPE: 'Report a problem',
+            GENERAL_TICKET_TYPE: 'Contact GOV.UK Notify support',
+        }.get(ticket_type)
     )
 
 
@@ -89,14 +98,14 @@ def feedback(ticket_type):
         severe = None
 
     out_of_hours_emergency = all((
-        ticket_type == PROBLEM_TICKET_TYPE,
+        ticket_type != QUESTION_TICKET_TYPE,
         not in_business_hours(),
         severe,
     ))
 
     if needs_triage(ticket_type, severe):
         session['feedback_message'] = form.feedback.data
-        return redirect(url_for('.triage'))
+        return redirect(url_for('.triage', ticket_type=ticket_type))
 
     if needs_escalation(ticket_type, severe):
         return redirect(url_for('.bat_phone'))
@@ -144,7 +153,12 @@ def feedback(ticket_type):
     return render_template(
         'views/support/form.html',
         form=form,
-        is_problem=(ticket_type == PROBLEM_TICKET_TYPE),
+        show_status_page_banner=(ticket_type == PROBLEM_TICKET_TYPE),
+        page_title={
+            GENERAL_TICKET_TYPE: 'Contact GOV.UK Notify support',
+            PROBLEM_TICKET_TYPE: 'Report a problem',
+            QUESTION_TICKET_TYPE: 'Ask a question or give feedback',
+        }.get(ticket_type),
     )
 
 
@@ -254,7 +268,7 @@ def has_live_services(user_id):
 
 def needs_triage(ticket_type, severe):
     return all((
-        ticket_type == PROBLEM_TICKET_TYPE,
+        ticket_type != QUESTION_TICKET_TYPE,
         severe is None,
         (
             not current_user.is_authenticated or has_live_services(current_user.id)
@@ -265,7 +279,7 @@ def needs_triage(ticket_type, severe):
 
 def needs_escalation(ticket_type, severe):
     return all((
-        ticket_type == PROBLEM_TICKET_TYPE,
+        ticket_type != QUESTION_TICKET_TYPE,
         severe,
         not current_user.is_authenticated,
         not in_business_hours(),

app/models/feedback.py

@@ -1,2 +1,3 @@
 QUESTION_TICKET_TYPE = 'ask-question-give-feedback'
 PROBLEM_TICKET_TYPE = 'report-problem'
+GENERAL_TICKET_TYPE = 'general'

app/templates/views/support/form.html

@@ -5,8 +5,6 @@
 {% from "components/page-header.html" import page_header %}
 {% from "components/form.html" import form_wrapper %}
 
-{% set page_title = 'Report a problem' if is_problem else 'Ask a question or give feedback' %}
-
 {% block per_page_title %}
   {{ page_title }}
 {% endblock %}
@@ -19,7 +17,7 @@
     ) }}
     <div class="govuk-grid-row">
       <div class="govuk-grid-column-two-thirds">
-        {% if is_problem %}
+        {% if show_status_page_banner %}
           <div class="panel panel-border-wide">
             <p>
               Check our <a class="govuk-link govuk-link--no-visited-state" href="https://status.notifications.service.gov.uk">system status</a>

app/templates/views/support/triage.html

@@ -5,7 +5,7 @@
 {% from "components/form.html" import form_wrapper %}
 
 {% block per_page_title %}
-  Feedback
+  {{ page_title }}
 {% endblock %}
 
 {% block maincolumn_content %}
@@ -13,7 +13,7 @@
   <div class="govuk-grid-row">
     <div class="govuk-grid-column-two-thirds">
       {{ page_header(
-        'Report a problem',
+        page_title,
         back_link=url_for('.support')
       ) }}
       {% call form_wrapper() %}

app/url_converters.py

@@ -1,6 +1,10 @@
 from werkzeug.routing import BaseConverter
 
-from app.models.feedback import PROBLEM_TICKET_TYPE, QUESTION_TICKET_TYPE
+from app.models.feedback import (
+    GENERAL_TICKET_TYPE,
+    PROBLEM_TICKET_TYPE,
+    QUESTION_TICKET_TYPE,
+)
 
 
 class TemplateTypeConverter(BaseConverter):
@@ -10,7 +14,7 @@ class TemplateTypeConverter(BaseConverter):
 
 class TicketTypeConverter(BaseConverter):
 
-    regex = f'(?:{PROBLEM_TICKET_TYPE}|{QUESTION_TICKET_TYPE})'
+    regex = f'(?:{PROBLEM_TICKET_TYPE}|{QUESTION_TICKET_TYPE}|{GENERAL_TICKET_TYPE})'
 
 
 class LetterFileExtensionConverter(BaseConverter):

tests/app/main/views/test_feedback.py

@@ -7,7 +7,11 @@ from flask import url_for
 from freezegun import freeze_time
 
 from app.main.views.feedback import has_live_services, in_business_hours
-from app.models.feedback import PROBLEM_TICKET_TYPE, QUESTION_TICKET_TYPE
+from app.models.feedback import (
+    GENERAL_TICKET_TYPE,
+    PROBLEM_TICKET_TYPE,
+    QUESTION_TICKET_TYPE,
+)
 from tests.conftest import normalize_spaces
 
 
@@ -82,6 +86,7 @@ def test_choose_support_type(
     )
 
 
+@freeze_time('2016-12-12 12:00:00.000000')
 def test_get_support_as_someone_in_the_public_sector(
     client_request,
 ):
@@ -92,7 +97,7 @@ def test_get_support_as_someone_in_the_public_sector(
         _follow_redirects=True,
     )
     assert normalize_spaces(page.select('h1')) == (
-        'Report a problem'
+        'Contact GOV.UK Notify support'
     )
     assert page.select_one('form textarea[name=feedback]')
     assert page.select_one('form input[name=name]')
@@ -344,8 +349,8 @@ def test_urgency(
 
 ids, params = zip(*[
     ('non-logged in users always have to triage', (
-        PROBLEM_TICKET_TYPE, False, False, True,
-        302, partial(url_for, 'main.triage')
+        GENERAL_TICKET_TYPE, False, False, True,
+        302, partial(url_for, 'main.triage', ticket_type=GENERAL_TICKET_TYPE)
     )),
     ('trial services are never high priority', (
         PROBLEM_TICKET_TYPE, False, True, False,
@@ -361,7 +366,7 @@ ids, params = zip(*[
     )),
     ('should triage out of hours', (
         PROBLEM_TICKET_TYPE, False, True, True,
-        302, partial(url_for, 'main.triage')
+        302, partial(url_for, 'main.triage', ticket_type=PROBLEM_TICKET_TYPE)
     ))
 ])
 
@@ -395,6 +400,21 @@ def test_redirects_to_triage(
     assert response.location == expected_redirect(_external=True)
 
 
+@pytest.mark.parametrize('ticket_type, expected_h1', (
+    (PROBLEM_TICKET_TYPE, 'Report a problem'),
+    (GENERAL_TICKET_TYPE, 'Contact GOV.UK Notify support'),
+))
+def test_options_on_triage_page(
+    client_request,
+    ticket_type,
+    expected_h1,
+):
+    page = client_request.get('main.triage', ticket_type=ticket_type)
+    assert normalize_spaces(page.select_one('h1').text) == expected_h1
+    assert page.select('form input[type=radio]')[0]['value'] == 'yes'
+    assert page.select('form input[type=radio]')[1]['value'] == 'no'
+
+
 def test_doesnt_lose_message_if_post_across_closing(
     client_request,
     mocker,
@@ -408,7 +428,7 @@ def test_doesnt_lose_message_if_post_across_closing(
         ticket_type=PROBLEM_TICKET_TYPE,
         _data={'feedback': 'foo'},
         _expected_status=302,
-        _expected_redirect=url_for('.triage', _external=True),
+        _expected_redirect=url_for('.triage', ticket_type=PROBLEM_TICKET_TYPE, _external=True),
     )
     with client_request.session_transaction() as session:
         assert session['feedback_message'] == 'foo'
@@ -458,18 +478,31 @@ def test_in_business_hours(when, is_in_business_hours):
         assert in_business_hours() == is_in_business_hours
 
 
+@pytest.mark.parametrize('ticket_type', (
+    GENERAL_TICKET_TYPE,
+    PROBLEM_TICKET_TYPE,
+))
 @pytest.mark.parametrize('choice, expected_redirect_param', [
     ('yes', 'yes'),
     ('no', 'no'),
 ])
-def test_triage_redirects_to_correct_url(client, 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_TICKET_TYPE,
-        severe=expected_redirect_param,
-        _external=True,
+def test_triage_redirects_to_correct_url(
+    client_request,
+    ticket_type,
+    choice,
+    expected_redirect_param,
+):
+    client_request.post(
+        'main.triage',
+        ticket_type=ticket_type,
+        _data={'severe': choice},
+        _expected_status=302,
+        _expected_redirect=url_for(
+            'main.feedback',
+            ticket_type=ticket_type,
+            severe=expected_redirect_param,
+            _external=True,
+        ),
     )
 
 
@@ -499,15 +532,15 @@ def test_triage_redirects_to_correct_url(client, choice, expected_redirect_param
         # Treat empty query param as mangled URL – ask question again
         (
             False, '',
-            302, partial(url_for, 'main.triage'),
-            302, partial(url_for, 'main.triage'),
+            302, partial(url_for, 'main.triage', ticket_type=PROBLEM_TICKET_TYPE),
+            302, partial(url_for, 'main.triage', ticket_type=PROBLEM_TICKET_TYPE),
         ),
 
         # User hasn’t answered the triage question
         (
             False, None,
-            302, partial(url_for, 'main.triage'),
-            302, partial(url_for, 'main.triage'),
+            302, partial(url_for, 'main.triage', ticket_type=PROBLEM_TICKET_TYPE),
+            302, partial(url_for, 'main.triage', ticket_type=PROBLEM_TICKET_TYPE),
         ),
 
         # Escalation is needed for non-logged-in users
@@ -548,6 +581,57 @@ def test_should_be_shown_the_bat_email(
     assert logged_in_response.location == expected_redirect_when_logged_in(_external=True)
 
 
+@pytest.mark.parametrize(
+    (
+        'severe,'
+        'expected_status_code, expected_redirect,'
+        'expected_status_code_when_logged_in, expected_redirect_when_logged_in'
+    ),
+    [
+        # User hasn’t answered the triage question
+        (
+            None,
+            302, partial(url_for, 'main.triage', ticket_type=GENERAL_TICKET_TYPE),
+            302, partial(url_for, 'main.triage', ticket_type=GENERAL_TICKET_TYPE),
+        ),
+
+        # Escalation is needed for non-logged-in users
+        (
+            'yes',
+            302, partial(url_for, 'main.bat_phone'),
+            200, no_redirect(),
+        ),
+    ]
+)
+def test_should_be_shown_the_bat_email_for_general_questions(
+    client,
+    active_user_with_permissions,
+    mocker,
+    service_one,
+    mock_get_services,
+    severe,
+    expected_status_code,
+    expected_redirect,
+    expected_status_code_when_logged_in,
+    expected_redirect_when_logged_in,
+):
+
+    mocker.patch('app.main.views.feedback.in_business_hours', return_value=False)
+
+    feedback_page = url_for('main.feedback', ticket_type=GENERAL_TICKET_TYPE, 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 == expected_status_code_when_logged_in
+    assert logged_in_response.location == expected_redirect_when_logged_in(_external=True)
+
+
 def test_bat_email_page(
     client,
     active_user_with_permissions,