932348 - Escalated threads should create zendesk ticket

Status: RESOLVED FIXED

(support.mozilla.org :: Questions, task, P2)

Description

[Kadir Topal [:atopal]]

When threads are tagged with the tag "escalate" a zendesk ticket should be created pointing to the thread.

Comment 1

[Ricky Rosario [:rrosario, :r1cky]]

We probably want to hook into a signal handler or the view for adding tags to questions and create celery job that files the zendesk ticket.

We already have all the plumbing to do the zendesk stuff, we just need to pass a message for the ticket.

This is probably 2pts.

Comment 2

[Ricky Rosario [:rrosario, :r1cky]]

In a pull request:
https://github.com/mozilla/kitsune/pull/1712

Comment 3

[Andrew Truong [:feer56] [:andrewtruong] [:atruong]]

Who will be looking into the zendesk tickets?

Comment 4

[Patrick McClard;pmcclard]

Myself and the new helpdesk rep that was just hired. Contributors can tag posts as escalated if they feel it's out of their realm of knowledge. Other contributors can filter for escalated posts, but a notification will also be sent to the Helpdesk, so we can get involved to help the user to a solution.

Comment 5

[Andrew Truong [:feer56] [:andrewtruong] [:atruong]]

(In reply to Patrick McClard;pmcclard from comment #4)
> Myself and the new helpdesk rep that was just hired. Contributors can tag
> posts as escalated if they feel it's out of their realm of knowledge. Other
> contributors can filter for escalated posts, but a notification will also be
> sent to the Helpdesk, so we can get involved to help the user to a solution.

Cool! One this is on prod I guess you should post on the sumo discussion forum to inform contributors?

Comment 6

[Ricky Rosario [:rrosario, :r1cky]]

This patch is ready to land but Patrick said to hold off until next week.

Comment 7

[Patrick McClard;pmcclard]

I think it still needs to be discussed how we're going to change the tagging roles on the forums. My understanding is that only moderators have a tagging powers. Should we open tagging to all contributors or only open the escalation tag to all contributors. 

My opinion is allow all contributors to use the escalation tag and keep other tagging to the mods. 

Comments/Concerns?

Comment 8

[Andrew Truong [:feer56] [:andrewtruong] [:atruong]]

I would like to see tagging for edcalation for trusted contributors only. Also, I want us to be able to escalate user name changes instead of having to post every time on the sumo contributors forum. Username changes are rare and at many times, the user follows up when an admin hasn't interacted cause us volunteers to ping Rosana. I think the helpdesk should handle username change requests as well.

Comment 9

[madalina]

I like the idea about escalating user name changes, maybe this is something we could look into Patrick?

As per the escalation tag I think it should be open to everybody. The idea behind it is to make it easy for contributors to ask for help when they do not know the answer while also ensuring the user doesn't wait too long until somebody replies. The rest of the tags can remain moderator only.

Comment 10

[Kadir Topal [:atopal]]

I concur that everybody should be able to escalate, but maybe it's also time to let everybody tag questions. We don't have a hierarchy of tags anyway and don't rely on them anymore to sort questions to products or topics. I'm assuming it would also simplify coding this as we wouldn't have to build special cases and checks for certain tags. Also, we could always roll-back or address issues if they do come up indeed.

Comment 11

[Ricky Rosario [:rrosario, :r1cky]]

(In reply to Kadir Topal [:atopal] from comment #10)
> I concur that everybody should be able to escalate, but maybe it's also time
> to let everybody tag questions.

+1

Makes sense and, most importantly to me, makes this way easier to implement (no further changes other than permissions). :)

Comment 12

[Kadir Topal [:atopal]]

(In reply to Ricky Rosario [:rrosario, :r1cky] from comment #11)
> (In reply to Kadir Topal [:atopal] from comment #10)
> > I concur that everybody should be able to escalate, but maybe it's also time
> > to let everybody tag questions.
> 
> +1
> 
> Makes sense and, most importantly to me, makes this way easier to implement
> (no further changes other than permissions). :)

Madalina told me via IRC that she is okay with this too. Let's roll it out :)

Comment 13

[Ricky Rosario [:rrosario, :r1cky]]

Landed on master:
https://github.com/mozilla/kitsune/commit/8c0c07b8482891af4089660a792c86a86e85ed9c


I'll deploy shortly.

Comment 14

[Ricky Rosario [:rrosario, :r1cky]]

Deployed to prod now! The permissions need to be assigned appropriately still.

Comment 15

[Kadir Topal [:atopal]]

I added the permissions in the admin. Anybody in the "registered contributor" group can now add tags to questions.