Design | Confirm 686c Failure Email Language

[data-doge]

Issue Description

Currently, when a 686c submission fails, we attempt to send an email to veterans stating the following:

    subject: We can't process your dependents application
    body_html: >
      <p>We're sorry. Something went wrong when we tried to submit your application to add or remove a dependent on your VA benefits (VA Forms 21-686c and 21-674).</p>
      <p>Your online application didn’t go through because of a technical problem and we aren’t able to access your application.</p>
      <p>If you have general questions about adding or removing a dependent, you can call Veteran Benefits Assistance at 800-827-1000. We’re here Monday through Friday, 8:00 a.m. to 9:00 p.m. ET.</p>
      <p>We’re sorry for the extra work, <b>but after 24 hours</b>, you may need to go back and apply again at https://www.va.gov/view-change-dependents/add-remove-form-21-686c/.</p>
      <p>Thank you for your service,</p>
      <p>VA.gov</p>
      <p><i>Note: This is an automated message sent from an unmonitored email account.</i></p>

This is one way that a veteran would be alerted to the failure, and prompted to call the call center, who would then establish their claim manually. We don't always send this email to the veteran successfully. With the backup submission process now in place, the email logic needs to be updated to only notify Veterans when their claim fails the backup submission process.

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Tasks

• [ ] Confirm current language of email is still applicable (e.g., wait 24 hours) with:
  • [ ] VBA stakeholders
  • [ ] OCTO product owner
  • [ ] CAIA Team

Acceptance Criteria

• [ ] Language for email has been updated

• [ ] Ticket assigned to Laura to create follow on ticket.

[tblackwe]

@steele-lm @zack this is the User Experience ticket I mentioned on our calls today

[tblackwe]

@data-doge could you speak more to why we might want to change this behavior?

[steele-lm]

@tblackwe @ajialeilani @juliepedtke I repurposed this ticket from Eugene into a design ticket, so we can confirm the email language. I'll create two additional tickets: 1 to update the logic now to prevent false failure notifications and a second to update the email text.