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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.
62 lines
1.6 KiB
HTML
62 lines
1.6 KiB
HTML
{% extends "withoutnav_template.html" %}
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{% from "components/radios.html" import radios %}
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{% from "components/page-footer.html" import page_footer %}
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{% block page_title %}
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Feedback – GOV.UK Notify
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{% endblock %}
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{% block maincolumn_content %}
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<div class="grid-row">
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<div class="column-two-thirds">
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<h1 class="heading-large">
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Report a problem
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</h1>
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<form method="post">
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{{ radios(form.severe) }}
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{{ page_footer('Next') }}
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</form>
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<h2 class="heading-small">
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It’s only an emergency if:
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</h2>
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<ul class="list list-bullet">
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<li>
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no one in your team can log in
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</li>
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<li>
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you get a ‘technical difficulties’ error message when you try
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to upload a file
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</li>
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<li>
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you get a 500 response code when you try to send messages
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using the API
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</li>
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</ul>
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<h2 class="heading-small">
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It’s not an emergency if:
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</h2>
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<ul class="list list-bullet bottom-gutter">
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<li>
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all your messages stay in ‘sending’ for a few hours
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</li>
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<li>
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you send the wrong message by accident
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</li>
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<li>
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a team member uses GOV.UK Notify to send an
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inappropriate message
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</li>
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<li>
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your system is telling the GOV.UK Notify API to send the wrong
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message
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</li>
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</ul>
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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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