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cds-snc / notification-planning

Project planning for GC Notify Team
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ANNUAL (December): Configure holidays and daytime hours properly in FreshDesk annually #788

Open yaelberger-commits opened 2 years ago

yaelberger-commits commented 2 years ago

Configure holidays and daytime hours properly in FreshDesk annually

"Urgent" in freshdesk ticket did not page opsgenie for on call support

In freshdesk, when a client writes us using our Contact Us form using the word "urgent," we should get paged through opsgenie for on call support, but this ticket did not page.

https://cds-snc.freshdesk.com/a/tickets/9482

Bug Severity

See examples in the documentation

(SEV-2 Major)

To Reproduce

Steps to reproduce the behavior:

  1. Go to Contact Us form while logged into Notify
  2. create a ticket with the word "urgent" in it
  3. Submit ticket
  4. Wait for Opsgenie to page

Expected behavior

Opsgenie should page whoever is on call if a freshdesk ticket is submitted with the word "urgent"

Impact

There may be a critical or urgent issue, security incident or breach that we are not notified about immediately.

If applicable

Impact on Notify users: Clients might not have their urgent issues addressed quickly enough, causing an incident or an unmitigated risk.

Impact on Recipients: If there is a critical issue impacting Notify, we may be delayed in getting notified about it, causing possible delays of delivery of notifications to recipients. If there is a privacy breach or security incident, it may go unmitigated longer than necessary if we are not paged, impacting people's private data.

Impact on Notify team: We might not get notified of an urgent issue

Screenshots

If applicable, add screenshots to help explain your problem.

Additional context

If freshdesk is not configured to the current calendar year's holidays it will not give users the correct automated response. We would like to check and confirm that all holidays for the rest of 2022 and for 2023 are configured correctly.

jprince-cds commented 1 year ago

@yaelberger-commits @ramya-cds 2023 Holidays have been configured in Freshdesk.

yaelberger-commits commented 1 year ago

@jprince-cds Thank you! We'll keep this card in our Product Backlog for next year :)

jprince-cds commented 11 months ago

@yaelberger-commits Completed for 2026 in Freshdesk. Keeping the card open for next year :-)