SLAH Considerations merge / refactor suggestions
Quick preface, per testing from this issue. I created a bot with the ideas I thought could be made to improve the SLA messages. This is an attempt to merge that bot, into this bot.
There is a lot of changes here, a lot of opinionated changes, and I don't expect it to be fully merged. I wanted to store/share the work I've done. But I do feel bad for taking a big ol' hamma when making changes everywhere.
Goals
Move slack SLA messages to a new channel
- Reduce spam in support_self-managed
- Bring back self-managed as a focused troubleshooting assistance/collaboration channel
More information on tickets
- Ticket Status
- Human readable time
- Ticket assignee status
- Priority
- Ping Owners
Enable SLA Hawks
- Marking tickets as 'resolved' / visual clarity
- SOS reaction to request help (WIP)
- CC'ing ticket owners / cc'ing participants
Resolve
Threads / SOS
Other notes / Refactoring
- Zendesk Ticket Class/Shim
- Extend Zendesk class to provider more helpers
- Move some of the ticket specific code into helpers
- Gemfile
- All requires in supportbot.rb
- Slack Realtime
- Support Reaction
- Message updating
- Threads / SOS
- Slack modules for formatting and finding users
- rubocop lint / auto correct all the things
- Time Difference for human readable components (e.g. 45 minutes left)
- Module/Classes include class variables
- Store/cache Zendesk Client
- Logger
Related Issues
Edited by Davin Walker