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Improve flow between classifying as delivery error and making a public body change request #8004

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garethrees opened this issue Nov 10, 2023 · 1 comment
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f:authorities f:request-management improvement Improves existing functionality (UI tweaks, refactoring, performance, etc) reduce-admin Reduce issues coming to us in the first place stale Issues with no activity for 12 months x:uk

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@garethrees
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Via #8000 (review).

Currently:

  • A user receives a bounce message to their request
  • They classify as a delivery error (error_message). At this point they get asked to look for a new address, but:
    • They probably don't want to interrupt their flow right now
    • If they do, the form we provide is just a plain text box unconnected to the PublicBodyChangeRequest system
  • Since [#1782] Help us CTA from delivery error message #8000 we now signpost them (and other users) to the change request form for the body
  • They can then go and source a new address and submit, but that change request isn't linked back to the request that spawned it, so we'll have to manually tie back the error_message report we get and then the subsequent change request report.

Ideally:

  • We wouldn't get emailed immediately when users classify as error message; that should be an active "ask us for help" request (maybe via the "report this request for admin attention" flow)
  • We'd get a periodic digest of delivery issues so that we can review as and when we've got time
  • Change requests could be parameterised and linked back to a request (e.g. via /request/foo/public_body_change_request/)
  • We'd improve the change request form to handle e.g. users submitting the existing email; users submitting the same email as a currently open change request, etc.
@garethrees garethrees added x:uk f:request-management f:authorities improvement Improves existing functionality (UI tweaks, refactoring, performance, etc) reduce-admin Reduce issues coming to us in the first place labels Nov 10, 2023
@HelenWDTK HelenWDTK added the stale Issues with no activity for 12 months label Nov 19, 2024
@HelenWDTK
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This issue has been automatically closed due to a lack of discussion or resolution for over 12 months.
Should we decide to revisit this issue in the future, it can be reopened.

@HelenWDTK HelenWDTK closed this as not planned Won't fix, can't repro, duplicate, stale Nov 19, 2024
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Labels
f:authorities f:request-management improvement Improves existing functionality (UI tweaks, refactoring, performance, etc) reduce-admin Reduce issues coming to us in the first place stale Issues with no activity for 12 months x:uk
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