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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.
47 lines
1.5 KiB
HTML
47 lines
1.5 KiB
HTML
{% extends "withoutnav_template.html" %}
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{% from "components/textbox.html" import textbox %}
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{% from "components/page-footer.html" import page_footer %}
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{% block page_title %}
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Out of hours emergencies – GOV.UK Notify
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{% endblock %}
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{% block maincolumn_content %}
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<h1 class="heading-large">
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Out of hours emergencies
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</h1>
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<div class="grid-row">
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<div class="column-two-thirds">
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<p>
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First, check the
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<a href="https://status.notifications.service.gov.uk">system status page</a>.
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You don’t need to contact us if
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the problem you’re having is listed on that page.
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</p>
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<p>
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Otherwise, contact us using the emergency email address we
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gave you or your service manager when we made your service live.
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</p>
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<p>
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We’ll reply within 30 minutes and give you hourly updates
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until the problem’s fixed.
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</p>
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<p>
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We don’t offer out of hours support if your service is in
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trial mode.
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</p>
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<h2 class="heading-medium">Any other problems</h2>
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<p class="bottom-gutter-2">
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<a href="{{ url_for('main.feedback', ticket_type='problem', severe=False)}}">Fill in this form</a>
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and we’ll get back to you by the next working day.
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</p>
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<p>
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<a href="{{ url_for('.support') }}">Back to support</a>
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</p>
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</div>
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</div>
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{% endblock %}
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