Deprecate STAR HTML form in favor of Zendesk app

Problem Statement

What is the problem?

Our existing STAR Request form lacks the ability to validate its data to prevent incorrect requests.

Why is this a problem?

A few examples of situations caused by bad data.

  • The GitLab username sometimes people put their email that could be different and that leads to losing time finding who made the request.
  • The Ticket URL should capture the URL for the ticket where additional attention is required, however, it has been filled with other data for example:
    • Sales Force URL.
    • The text There is no ticket or N/A
  • The GitLab group field for the most has incorrect information and delays the STAR.
  • Tickets that don't qualify for STAR are being submitted
  • Customer account name sometimes is given as a Sales Force

Proposal

To fix the problem statement we are going to deprecate the existing HTML form and migrate it to a zendesk app. By doing this we will be able to gather much of the information from the ticket itself, and we will only ask for the missing bits, like the escalation reason.

DRI

@ralfaro will act as the DRI for this issue.

Required Resources

  • Support Ops to implement the change first on ZD Sandbox for testing
  • SA, TAM, and Sales team members for feedback.

Potential Roadblocks/Things to consider

Communicate this in such a way the end-users of the form are aware of the change and maintain our documentation updated.

Desired Outcome

The ZD App for Star replaces the HTML form.

What does success look like?

A small reduction in the number of STAR and a faster start on the work on the ones created.

Related Issues/MRs/Epics/Tickets

RFC: #4685 (closed)

Release plan

  • Announcement on #field-fyi
  • Handbook support-ticket-attention-requests page updates
  • Announcement in Support Leadership Sync
  • Deactivate the existing form and replace it with instructions for the new process.
Edited by Ronnie Alfaro