If you report a problem we want to be able to get back to you to find
out more information, or to update you on the status of a fix. So it
shouldn’t be possible to report a problem without providing an email
address.
This commit makes `email_address` a required field when `ticket_type` is
problem.
This requires a bit of fiddling with the tests which weren’t expecting
to have to provide an email address. So the tests now either:
- pass an email address
- check for an error when they don’t pass an email address
This is a real edge case, but it seems worth handling.
How you’d get to this case:
- it’s 5:29pm and you start to describe the problem you’re having
- it’s 5:31pm and you click ‘submit’
- you’re redirected to the triage page because we’re now out of hours
- you click ‘this is a serious problem’
What would be bad thing to happen:
- you’re back on the message page and all the stuff you’ve written is
gone
What would be a good thing to happen:
- we save the message in a session so that you can check it again before
sending it
Generally I prefer confirmation pages to the flash message thing
(they’re harder to miss). So this commit adds one.
It also adds some logic to this page, so that, depending what the user
has told us about the thing they’ve submitted, we can tell them how
quickly to expect a response.
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.
If a user is logged in then we already know their name and email
address. So there’s no need for them to fill them again on the support
form.
One concern we might have about this is the user not realising we’re
doing this, and the feedback form looking like a bit of a black hole.
So we’re replaying their email address on this page to reassure them
that:
- we know who they are
- and that they’ll get a reply
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.
Our support process is about to get more fully fledged so we’ll need
an index page to route people properly.
We reckon that users will also want to know what the support process is,
so let’s explain it on this page.
The url was not being properly formed, missing the tempalte_id, meaning the back button on the page did not work.
This fixes that, includes a check of the url for the back button.
(previously it would have sent them to the choose template page)
if the user has added new templates or deleted the example one,
they're clearly competent enough to use the app so don't worry
(we wouldn't know what URL the tour starts on since the UUID of
the example template is random)
previously we were issuing a flask redirect (302) from the function,
which we then attempted to unpack as a dict further down the line.
raise a werkzeug.routing.RequestRedirect (301 MOVED PERMANENTLY)
instead. note: only use this pattern when the URL they attempted to
access will *NEVER* be valid, as 301s are cached by browsers.
There is a check that the template can not be created as priority if the user is not a platform admin.
There is a check that the template can not change the `priority` unless they are a platform admin.
Right now we can show what a letter template looks like as a PDF or PNG.
This commit completes the work so this is also possible when:
- showing a template with the placeholders replaced
- showing any version of a template
Also removes dependency on `Exception().message`, which was deprecated
in Python 2.6. See
97f82d565f
for full details.
The flow is as follows:
If the invited user clicks on the /invitation/<token> link in the email (now on /register-from-invite),
then goes to another browser and registers for Notify.
Coming back to the other browser, submit the form for /register-from-invite.
This PR fixes that bug and adds a couple tests for register_from_invite
The breaking change page was taking the rendered template and saving
that if the user confirmed the change. This meant that templates could
be saved with `<span class="placeholder">…</span>` in their subject line
for example.
This commit fixes it so that it uses whatever data the user submitted,
not the rendered version of this.
The PDF preview is all good, but it’s hard, finickeity and feels dirty
to embed a PDF in a web page. It’s a more natural thing to embed an
image in a web page.
So this commit adds another endpoint to return an image of a letter
template. It generates this image from the PDF preview, so the stack
looks like:
1. `template.png` (generated in admin)
2. `template.pdf` (generated in admin)
3. HTML preview (generated by a `Renderer` in utils)
4. `Template` instance
5. serialised template from API
6. Template stored in database
The library used to convert the PDF to an image is Wand[1], which binds
to ImageMagick underneath. So in order to get this working locally on a
Mac you will probably need to do:
`brew install imagemagick ghostscript cairo pango`.
To get it working on Ubuntu/EC2 is an exercise left to the reader…
1. http://docs.wand-py.org/en/0.4.4/
Previewing a letter is different to previewing an email or text message
because:
- a letter has a layout
- the layout is fixed, ie it doesn’t depend on the user’s device
- the ‘send yourself a test’ feature won’t be as useful because it has
a lead time, so the feedback loop will be much longer
For these reasons a HTML-only preview of the letter won’t be enough (we
don’t think). A PDF is more appropriate because:
- it can replicate the layout of the letter exactly
- it is a print format, so the user could even print themselves a copy
locally to get a feel for how it will look
This commit makes use of Flask WeasyPrint [1] to take a HTML
representation of the letter, convert it to a PDF and serve it back to
the user.
The actual work to generate the HTML and specify the layout is done in
utils, same as we do for rendering other messages.
1. https://pythonhosted.org/Flask-WeasyPrint/
This page currently includes all notifications for all services, including
those sent using a test key. Stats on all other pages exclude test key usage,
though, which can lead to confusion for admins comparing numbers between
pages. Adding the option to toggle between including and excluding test key
usage on the platform admin page gives context for this difference, and allows
admins to see live usage of the platform as well as load associated with test
key usage.
* all current invocations of get_services now call get_active_services
EXCEPT for platform admin page (where we want to see inactive services
* cleaned up parameter names and unpacking (since *params is unhelpful)
* fixed incorrect kwarg name in conftest
