[RFC] - ⭐ Move the STAR form from HTML form to ZD App within the ticket

Request for comments

Need

Our current STAR form doesn't have the ability to validate the data entered. This leads to different situations from the additional time needed to look for the necessary information to a ticket where support gave an answer a few minutes/hours ago.

Approach

Move the STAR form to a Zendesk App, similar to how Mechanizer works now, directly from the ticket.

By doing that the fields in red won't be requested as we will have that information on the ticket:

I am maintaining the GitLab group so we can validate on the Star App if it is a valid group before sending it. But we could not show that field if the request is for SM.

Benefit

Having the Star form as a ZD App will centralize all of the ticket-related work on the ticket itself, we will be requesting less information and go a better job on validating what we are actually asking for.

Additionally, the app can help us do quick validations like who made the last comment, the ticket was just opened, etc.

Competition / Alternatives

We could make a full ZD form like the one we use for `internal requests, but we will be requesting information we already have and also removing one page in favor of another.