Automatically tagging tickets with re-runs when opening freshdesk ticket

[EmiliaRegazzoni]

As a FreshDesk user, I want tickets to be automatically tagged with a new tag "Re-Run" when a ticket contains any samples with "(already existing sample from custXXX)" when the order is placed. So that ProdBioInfo easily can find all tickets with re-runs, and it is less manual work for ProdLab.

Work impact

Answer the following questions:

• Is there currently a workaround for this issue? If so, what is it?
• How much time would be saved by implementing this feature on a weekly basis?
• How many users are affected by this issue?
• Are customers affected by this issue?

Acceptance Criteria

• [ ] Criteria 1
• [ ] Criteria 2
• [ ] Criteria 3 ...

Notes

• Additional information.
• Dependencies.
• Related user stories.

[Vince-janv]

@EmiliaRegazzoni This should not be too hard to fix but we are a bit confused on what the usage would be.

Could you describe the situation where this tag would be used? And explain why the tag should be applied of only one of the samples is a re-run.

[EmiliaRegazzoni]

Great! @karlnyr might have more input but in short:

When we have "re-runs" the SuSy responsible has to assign the ticket manually to prod bioinfo. That way, they can easily find all the tickets that have "(already existing sample from custXXX)". However, we also assign prod bioinfo in other tickets for other reasons. An easier way is that a tag is automatically assigned to tickets where one or more samples are "(already existing sample from custXXX)".

The lab wont have to assign all the tickets and bioinfo will more clearly see tickets that contain re-runs. Is anything else unclear?

[Vince-janv]

Thanks for the quick response! So in summary: ProdBioinfo wants a way to find all tickets which contain ANY old sample.

The prodlab connection is just that you used to "tag" them in SuSy by assigning them?

[EmiliaRegazzoni]

Yes, but more like prod lab wants to stop having to assign them (we love automation too!)

[diitaz93]

Technical refinement

In function https://github.com/Clinical-Genomics/cg/blob/fc11fd53797c25ac091454b9a700f3bb2099eb5b/cg/meta/orders/ticket_handler.py#L40 add an additional function that checks if the order contains any re-run sample (this could be done using a property in the OrderIn sample, or not). This is done by checking if the sample already has an internal id (if this is done before the Improve order flow), otherwise, we can check if the sample property is_new is introduced in the Improve order flow. The function then will add the tag "re-run" to the ticket if applicable, otherwise, it does not add any additional tags, leaving only the workflow.