upcoming: [M3-7898] - Support ticket severity by hkhalil-akamai · Pull Request #10317 · linode/manager

hkhalil-akamai · 2024-03-26T19:37:24Z

Description 📝

Adds Cloud Manager support for the upcoming support ticket severity changes.

Changes 🔄

APIv4:
- Updated SupportTicket and TicketRequest types with new severity field
- New Support Ticket Severity account capability
Cloud Manager:
- New "Severity" column in support ticket list
- Display ticket severity in ticket details status bar
- Add severity select input when creating a new support ticket

Target release date 🗓️

4/15

Preview 📷

Before	After
Severity column

Ticket details

New Ticket Dialog

How to test 🧪

Prerequisites

Enable 'Support Ticket Severity' feature flag
Enable MSW

Verification steps

Navigate to Support > Tickets and verify that the 'Severity' column appears, displays each ticket's severity and can be sorted
Click on a ticket and verify the ticket's severity appears in the status bar at the top of the page
Click "Open New Ticket" and verify a severity can be selected
Hover over tooltip and verify copy (from ticket)

Note

As of 3/26, ticket severity is not supported by the API. Submitting a ticket will ignore the specified severity.

As an Author I have considered 🤔

Check all that apply

…d new account capability

hkhalil-akamai · 2024-03-26T19:45:52Z

+export const severityLabelMap: Map<TicketSeverity, string> = new Map([
+  [1, '1-Major Impact'],
+  [2, '2-Moderate Impact'],
+  [3, '3-Low Impact'],
+]);


Choosing to use a map here since integer-keyed objects are not well supported. For example, calling Object.keys converts the integer keys to strings.

github-actions · 2024-03-26T19:59:24Z

Coverage Report: ✅
Base Coverage: 81.72%
Current Coverage: 81.72%

mjac0bs

Great work -- here's some UI feedback I have and a note that open-support-ticket.spec.ts is a legit failure that seems related to the Select component replacement work.

mjac0bs · 2024-03-26T21:03:14Z

+              }
+              textFieldProps={{
+                tooltipPosition: 'right',
+                tooltipText: TICKET_SEVERITY_TOOLTIP_TEXT,


Can we increase the width of this tooltip to make it easier to read?

I agree but I can't figure out how to do this without changing the setting in the global theme. I tried using the tooltipClasses prop in conjunction with makeStyles as well as the sx prop but neither seem to have any impact.

Any suggestions or help in accomplishing this would be appreciated!! 🙏🏽

This tooltip also gets cut off with certain screen sizes (mobile devices in landscape orientation) :/

I don't typically mind accepting minor UX sacrifices for mobile flows since I really don't think a lot of people are spinning up infrastructure on the go, but in this case I can see how it'd be important for a customer to be able to urgently open/view/respond to Customer Support tickets without having access to a PC or larger screen.

(My two cents is that this is really way too much content for a tooltip -- if it's so important that we need to inform customers of what these severity levels mean, and it takes 3 paragraphs to do it, I think this should text should just live in the ticket form rather than being in a tooltip)

I agree but I can't figure out how to do this

I honestly don't know either. We use tooltipClasses in a few places and pass in classes.tooltip, where we define a custom width, but that doesn't work in this case. It does look like tooltipClasses are getting passed in here, but applied to the popper, so I'm not sure if they're being handled correctly within TooltipIcon.

mjac0bs · 2024-03-26T21:30:05Z

+  [1, '1-Major Impact'],
+  [2, '2-Moderate Impact'],
+  [3, '3-Low Impact'],


This may just be a personal annoyance, but I wish we had spacing between the number and the impact (e.g. "1 - Major Impact"). Does anyone else feel the same?

Yes, I agree, but I feel strongly that there shouldn't even be a number in the first place.

Me too, but that seems to be something Support specifically requested. 🙃

Let me circle back with an update

Unfortunately, the numbers will have to stay for the time being so that we have parity with the implementation from other teams, but we can add spacing.

@jaalah-akamai can you double check the verdict on spacing? From Andrew: "I originally had spaces between characters for the severity and removed them for absolute consistency with Akamai convention"

Let's keep what we have for now as to not hold this up. We can revisit later

jaalah-akamai · 2024-03-27T13:46:38Z

      return;
    }
-    setEntityType(e.value as EntityType);
+    setEntityType(type);


Nice cleanup here

jdamore-linode · 2024-03-28T15:04:49Z

@hkhalil-akamai This is great! Planning to follow up with some test additions soon, but I'm noticing some inconsistencies with the severity autocomplete field compared to some of the other autocompletes in the app:

The severity autocomplete allows the user to enter an invalid value. I can type "asdf", press enter, and proceed with the ticket creation, but the UI never indicates that I've entered an invalid severity. When the ticket gets submitted, the "severity" field is omitted from the outgoing API request and the user isn't made aware. (Other autocompletes, like the Region select, seem to clear the user's input when they enter something invalid and move focus to another element)
Similarly, if I type "1", "2", or "3" into the field and hit "enter", I would expect it to automatically select the relevant severity, but instead it just leaves the typed value as-is. Contrast to the Region select autocomplete, where I can type "us-e", hit enter, and "Newark, NJ (us-east)" gets selected. The crux of the issue seems to be that the top autocomplete result isn't getting focused automatically.

…t to confirm feature flag state

hkhalil-akamai · 2024-03-28T18:40:46Z

Thanks for updating these tests!

…ticket-severity

hkhalil-akamai · 2024-03-28T18:52:45Z

@hkhalil-akamai This is great! Planning to follow up with some test additions soon, but I'm noticing some inconsistencies with the severity autocomplete field compared to some of the other autocompletes in the app:

Great observations and I agree that these negatively affect usability. Both are easily solved by adding the autoHighlight and clearOnBlur props, but I wonder if we should be enabling these by default across all Autocompletes?

bnussman-akamai

Things look solid, just have a few concerns with styling / components

jdamore-linode

Awesome work, thanks again @hkhalil-akamai!

mjac0bs

Not sure what can be done about that tooltip text (and to Joe's point, I wonder what that would look like in the form) in the future, but that's a minor improvement we could revisit. Everything else looks good. 🚢

hkhalil-akamai added 8 commits March 22, 2024 12:19

Add ticket severity fields to API package

a619311

Add changeset

2cf3d5f

Fix support ticket factory

dc58fdc

Introduce new severity column in tickets table

05a80f1

Add severity chip to ticket details

8a38325

Make feature flag tool default to boolean

d452038

Add severity select in create ticket dialog

119296c

Fix usages of severityLabelMap

66cf93f

hkhalil-akamai added UX/UI Changes for UI/UX to review @linode/api-v4 Changes are made to the @linode/api-v4 package labels Mar 26, 2024

hkhalil-akamai self-assigned this Mar 26, 2024

hkhalil-akamai requested a review from a team as a code owner March 26, 2024 19:37

hkhalil-akamai requested review from jaalah-akamai, jdamore-linode and mjac0bs and removed request for a team March 26, 2024 19:37

hkhalil-akamai added 3 commits March 26, 2024 15:38

Added changeset: Added severity fields to support ticket endpoints an…

fe6d991

…d new account capability

Added changeset: Support ticket severity

903460f

Delete old changeset

42dc1a6

hkhalil-akamai added the Ready for Review label Mar 26, 2024

hkhalil-akamai commented Mar 26, 2024

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hkhalil-akamai added Do Not Merge and removed Do Not Merge labels Mar 26, 2024

mjac0bs reviewed Mar 26, 2024

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jaalah-akamai approved these changes Mar 27, 2024

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hkhalil-akamai added 2 commits March 27, 2024 11:39

Feedback @mjac0bs

71bff7e

Fix e2e test

a6fc420

hkhalil-akamai requested a review from a team as a code owner March 27, 2024 15:47

hkhalil-akamai removed the request for review from a team March 27, 2024 15:47

hkhalil-akamai requested a review from cliu-akamai March 27, 2024 15:47

hkhalil-akamai added 2 commits March 27, 2024 11:50

Colon after severity

779fad5

New breakpoints for tickets table

a66e224

mjac0bs self-requested a review March 27, 2024 17:13

Joe D'Amore added 3 commits March 28, 2024 12:20

Add QA data attributes for support tickets

1e275c6

Add support intercept and mock utils

0954e8c

Add test to confirm support severity level flows, update existing tes…

a78e557

…t to confirm feature flag state

hkhalil-akamai commented Mar 28, 2024

View reviewed changes

hkhalil-akamai added 2 commits March 28, 2024 14:45

Merge remote-tracking branch 'upstream/develop' into M3-7898-support-…

7014d67

…ticket-severity

Usability feedback @jdamore-linode

9e6695f

hkhalil-akamai requested a review from bnussman-akamai March 29, 2024 16:05

bnussman-akamai reviewed Mar 29, 2024

View reviewed changes

CSS feedback @bnussman-akamai

7168e9f

hkhalil-akamai requested a review from bnussman-akamai March 29, 2024 20:00

Fix broken unit test

8d1626e

bnussman-akamai approved these changes Mar 29, 2024

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jdamore-linode approved these changes Mar 29, 2024

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mjac0bs approved these changes Mar 29, 2024

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mjac0bs added Approved Multiple approvals and ready to merge! and removed Ready for Review labels Mar 29, 2024

hkhalil-akamai merged commit e4672e7 into linode:develop Mar 29, 2024

hkhalil-akamai deleted the M3-7898-support-ticket-severity branch March 29, 2024 21:54

This was referenced Apr 11, 2024

Release v1.117.0 - release → staging #10368

Merged

Release v1.117.0 - staging → master #10377

Merged

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Description 📝

Changes 🔄

Target release date 🗓️

Preview 📷

How to test 🧪

Prerequisites

Verification steps

As an Author I have considered 🤔

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