Add support messaging

[doomspork]

This is the minimum number of messages necessary migrate the Zendesk integration out of HAL.

[doomspork]

Suggested change

	bottle.account.v1.Organizatio organization = 1;
	bottle.account.v1.Organization organization = 1;

We need to make some decisions about how we want to handle events that occur for a resource. Do we make these "Created" ("Updated", etc) messages or do we take a different approach? I'm not married to this.

[btkostner]

I'm good with the last word being the verb that occurred. We just need to be consistent about it. Case in point bottle.support.v1.Question should be bottle.support.question.v1.Created. This also brings up the different between stuff being in the notification namespace or just their own.

[doomspork]

bottle.support.v1.Question still needs to exist, just like bottle.account.v1.User does. Those are the resources.

Under notifications is where the line is a little blurry. These are notifications in our system but they're also events that take place, which reference the User resource.

Do we want to start doing something like:

bottle.events.v1.Created and it have any resource in it or perhaps bottle.events.support.v1.QuestionCreated?

[doomspork]

Another good example for us to think about is Organization Membership.

Do we want to have a "OrganizationJoined" message with both an org and user? What about when they're removed from an organization?

[btkostner]

I'd probably avoid trying to have a single events namespace and shoehorn every kind of event in that. It will inevitably grow. I like bottle.events.support.v1.QuestionCreated (or bottle.support.events.v1.QuestionCreated) having a bottle.support.v1.Question resource attached to it.

For the org example I picture something like:
bottle.account.v1.Organization
bottle.account.v1.User

message bottle.account.events.v1.OrganizationJoined {
  bottle.account.v1.Organization organization = 1;
  bottle.account.v1.User user = 2;
)

message bottle.account.events.v1.OrganizationLeft {
  bottle.account.v1.Organization organization = 1;
  bottle.account.v1.User user = 2;
)

If we go this way we can also extend the events a bit more down the line so we can do things like:

message bottle.account.events.v1.OrganizationJoined {
  bottle.account.v1.Organization organization = 1;
  bottle.account.v1.User user = 2;

  bottle.account.v1.User author = 3; # Probably could use a better name
  string message = 4; # Something to display on the invite email or something
  int permissions = 5; # If we add permissions or something
)

[doomspork]

With the other organization changes, this may not be necessary at the moment 👍

[btkostner]

I don't think it should be needed. Plus we should take into consideration a person being a part of multiple organizations. So here is what I'm thinking:

• Help Desk listens to all of the organization events to mirror them in zendesk
• The question message has a user and an organization

That gives us these advantages:

• The user can belong to multiple organizations
• The user can pick what organization (or no org) when creating the question (or the system can depending on order etc)

Things to consider:

• We need to make sure zendesk and our system are in sync then
• We need to have that supported in Zendesk https://support.zendesk.com/hc/en-us/articles/204281436-Enabling-multiple-organizations-for-users-Professional-and-Enterprise-

[doomspork]

I'll remove this from now. Since we don't yet support multiple orgs in Zendesk, we won't need to spend too much time supporting that in our system. Removing this now gives us flexibility later 👍

[btkostner]

I don't think it should be needed. Plus we should take into consideration a person being a part of multiple organizations. So here is what I'm thinking:

• Help Desk listens to all of the organization events to mirror them in zendesk
• The question message has a user and an organization

That gives us these advantages:

• The user can belong to multiple organizations
• The user can pick what organization (or no org) when creating the question (or the system can depending on order etc)

Things to consider:

• We need to make sure zendesk and our system are in sync then
• We need to have that supported in Zendesk https://support.zendesk.com/hc/en-us/articles/204281436-Enabling-multiple-organizations-for-users-Professional-and-Enterprise-

[doomspork]

Officially a breaking change with the removal of Notification namespace. This means this needs to go out in the late evening in addition to coordinating the release across impacted apps (Bullhorn and HAL).

[doomspork]

Need to add an events replacement for protos/bottle/notification/order/v1/assembly_failure.proto

[btkostner]

Everything looks good aside those two comments.

Talking for migration, I think it would have been best to keep the old notifications, create the new events, update all the receiving code to handle new events, update the sender code to send new events, then remove the notification protos.

Update I didn't read your comments when reviewing

[doomspork]

This should be a plural to follow our other repeated fields.

[btkostner]

I'm good with merging this if you're done