Escalated threads should create zendesk ticket

RESOLVED FIXED in 2013Q4

Status

support.mozilla.org
Questions
P2
normal
RESOLVED FIXED
4 years ago
4 years ago

People

(Reporter: atopal, Assigned: rrosario)

Tracking

(Blocks: 1 bug)

unspecified
2013Q4

Firefox Tracking Flags

(Not tracked)

Details

(Whiteboard: u=sumo-team c=questions p=2 s=2013.22)

(Reporter)

Description

4 years ago
When threads are tagged with the tag "escalate" a zendesk ticket should be created pointing to the thread.
(Assignee)

Comment 1

4 years ago
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.
Whiteboard: u=sumo-team c=questions p= s=2013.22 → u=sumo-team c=questions p=2 s=2013.22
(Reporter)

Updated

4 years ago
Blocks: 920945
(Assignee)

Updated

4 years ago
Assignee: nobody → rrosario
(Assignee)

Comment 2

4 years ago
In a pull request:
https://github.com/mozilla/kitsune/pull/1712
Who will be looking into the zendesk tickets?
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.
(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?
(Assignee)

Comment 6

4 years ago
This patch is ready to land but Patrick said to hold off until next week.
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?
Flags: needinfo?(mana)
Flags: needinfo?(a.topal)
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

4 years ago
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.
Flags: needinfo?(mana)
(Reporter)

Comment 10

4 years ago
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.
Flags: needinfo?(a.topal) → needinfo?(madalina.ana)
(Assignee)

Comment 11

4 years ago
(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). :)
(Reporter)

Comment 12

4 years ago
(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 :)
Flags: needinfo?(madalina.ana)
(Assignee)

Comment 13

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


I'll deploy shortly.
(Assignee)

Comment 14

4 years ago
Deployed to prod now! The permissions need to be assigned appropriately still.
Status: NEW → RESOLVED
Last Resolved: 4 years ago
Resolution: --- → FIXED
(Reporter)

Comment 15

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