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):