Images Discarded on Request Submit

[jqr]

Note: I would put this in Incapsulate's JIRA but I don't seem to be able to create Issues on the Board any more.

In the UAT environment, we're seeing that images submitted from Spot Server are discarded, which causes them to be immediately removed from City Worker upon first resync. Here's the flow:

POST /311/v3/requests.json
{
       "media_url[0]" => "http://spot-boston-res.cloudinary.com/image/upload/v1535038057/boston/uat/phkwxnsprdyqonc4emlc.jpg",
         "first_name" => "Spot",
          "last_name" => "Reporter",
              "email" => "id@connectedbits.com",
       "service_code" => "BIRDINFEST",
        "description" => "test ",
                "lat" => 42.3600825,
               "long" => -71.0588801,
    "address_details" => nil
}

Resulted in 18-00001211

GET /311/v3/requests/18-00001211.json
{
                   :id => "500r0000003U99iAAC",
   :service_request_id => "18-00001211",
               :status => "open",
                 :long => -71.05827064672542,
                  :lat => 42.36030360101389,
            :media_url => nil,                   # <<<<<<<<<<<<<<<<<<<
         :service_name => "Bird infestation",
         :service_code => "BIRDINFEST",
          :description => "test",
  ...
}

This was previously working.

[vanessacalderon]

Hi, this issue seems to be resolved. I checked CW and webportal. The opened and closed photos are visibile in Salesforce as well as CW and webportal. However, the BOS311 seems to be having issues displaying the closure photos when these are added from the SR directly instead of through the task. The webportal does display the closure photo from both origins, so it is possible.

[vanessacalderon]

Elijah, I can connect with you via hang out or goto meetings and share my screen or you can try following these steps in the webportal so you can see how they do it. https://311-uat.digital-staging.boston.gov/ Close a case in SF using the SR detail section Search for the case in the web portal< Search Cases

[jqr]

Closure photos have always been attached to Activities before, this one seems to be attached directly to the Case and has a tag of Close.

This is easy enough to fix, but addressing this in earnest means documenting all the ways a closure photo could be supplied and committing to it. Can we get a documentation update from Incapsulate on this?

{
    "id": "500r0000003cvWiAAI",
    "service_request_id": "18-00001364",
    "status": "closed",
    "long": -71.05761059235796,
    "lat": 42.35701867188934,
    "media_url": [
      {
        "id": "a00r0000003VfH1AAK",
        "url": "https://spot-boston-res.cloudinary.com/image/upload/v1535560574/boston/development/wkolpfy0vyurauc3wsxi.jpg",
        "tags": [
          "Close"
        ]
      }
    ],
}

[vanessacalderon]

Elijah, not that this use case is the norm, but I have been told that users attach photos for closure (they are not using City Worker to close the case). We could instruct them to always go to the activity to add them, but the photo link for the case is right in their face, while the activity photo link is hidden. Not my preferred design BTW. I do not like the fact that you can add a photo in two different places. So the question is, do we allow the possibility of a citizen not seeing a closure photo on BOS311 because the user added the closure photo at the case level and not the activity level? Or do we maintain a consistent user experience and show the photo regardless of where it was attached? We can talk about this when we have the meeting on the outstanding issues.

[jqr]

In CW you can add photos in three places:

1. While creating a Ticket
2. While adding a Note
3. While completing a Task(AKA Activity in Incapsulate/Salesforce)

I think you're talking about 2 + 3. We can make all photos added as part of 2 also outcome photos, it's easy, but again agreement is paramount. If there's some situations where we don't want that, can we identify and isolate them, and agree to to a protocol for making those changes in both systems simultaneously?

But if I'm being critical, it would be ideal if Incapsulate exposed outcome photos in some explicit fashion. Only that system has the business logic to detect which Task/Activity completion caused case closure.

Put in another way. Spot Server cannot differentiate between an Inspection with a photo that closes a case and an Inspection with a photo that doesn't close a case. As far as Spot Server is concerned, submitting photos is completely disconnected from case closure, they just happen at some period of time later and reassembling that history is not reliable without insight from Incapsulate's API.

[vanessacalderon]

I forgot about # 2. Good point. Yes, I think including #2 as part of the outcome would have to be agreed. The whole case is a public record, but maybe photos through notes are part of an internal resolution process that should not be communicated to the citizen (too much information overload), if we agree that the citizen should see what photo was entered during the creation of the case and what photo was added for the resolution of the case (skipping the in-between).

It would be ideal if Incapsulate could do something like you do when you display the photos. Sending them altogether regardless of where there were attached (case or activity), but maybe just adding the tags: Creation (1) , Notes (2), Closure (3) so the photos in itself can tell a story..... But this is what they do. See below. I hope it helps to understand the API call behind it.

[image: image.png]

Photos here either come from API integration on CREATION or a USER manually attaches the photo to the case (1 or 3). There is a tag that indicates it was added on creation.

[image: image.png]

Photos that are attached to a note from City Worker (2) are under case comments. There is no thumbnail but it does indicate that is part of a comment.

[image: image.png]

Photos from City Worker Task closure are in the SACT link. User has to click the link to see 3. The tag defaults to UPDATE so not really meaningful and user has to go 1 level deeper to see if there is a photo (you do not know in advance. You have to click on the SACT link).

[image: image.png]

[image: image.png]

On Fri, Sep 21, 2018 at 11:25 AM Elijah Miller notifications@github.com wrote:

In CW you can add photos in three places:

1. While creating a Ticket
2. While adding a Note
3. While completing a Task(AKA Activity in Incapsulate/Salesforce)

I think you're talking about 2 + 3. We can make all photos added as part of 2 also outcome photos, it's easy, but again agreement is paramount. If there's some situations where we don't want that, can we identify and isolate them, and agree to to a protocol for making those changes in both systems simultaneously?

But if I'm being critical, it would be ideal if Incapsulate exposed outcome photos in some explicit fashion. Only that system has the business logic to detect which Task/Activity completion caused case closure.

Put in another way. Spot Server cannot differentiate between an Inspection with a photo that closes a case and an Inspection with a photo that doesn't close a case. As far as Spot Server is concerned, submitting photos is completely disconnected from case closure, they just happen at some period of time later and reassembling that history is not reliable without insight from Incapsulate's API.

— You are receiving this because you commented. Reply to this email directly, view it on GitHub https://github.com/CityOfBoston/CityWorker-issues/issues/123#issuecomment-423572631, or mute the thread https://github.com/notifications/unsubscribe-auth/AfC5vXLG3b8pkrzpHP5ttKsrmu39QvVyks5udQTqgaJpZM4WJyZJ .

--

[image: COB_B_Blue_square-01.png]

Vanessa Calderón

CRM Specialist

City of Boston | DoIT

vanessa.calderon@boston.gov

617.635.4412 (w)

[jqr]

Heads up! Your images are not coming through when replying via email. You might consider going to the GitHub website and editing that comment.

[vanessacalderon]

well that sucks.. I have so many emails that I am working through them in the inbox.. I will attach them for the record. City Worker detail tab--> photo summary First place a user can see a photo from case creation or add a photo to a case in SF Second place a user in SF can see a photo that came through a comment First place user in SF needs to go to access a photo that was attached during a task completion in CW Third place where the photo attached to a task is located in SF

[vanessacalderon]

@karthikakula

[jqr]

@karthikakula recognized the impossibility of Spot Server knowing that an Activity outcome causes Case closure, and consequently, that images with that Activity should be considered outcomes. He's going to look at options for choosing the tag based on the outcome instead of the action and documenting their usage.