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mysociety / whatdotheyknow-theme

The Alaveteli theme for WhatDoTheyKnow (UK)
http://www.whatdotheyknow.com/
MIT License
31 stars 26 forks source link

Improve and simplify handling of delivery errors #1103

Open sallytay opened 2 years ago

sallytay commented 2 years ago

To consider:

What do we do when we can't find an email address for an authority following a reported delivery error?

Should we make the email address blank to push finding one back to the user community Should we ask the user who made the request to see if they are willing to try and find an address Should we try to contact the authority ourselves to ask for an address

How do we link the email alerts received into the WDTK Support inbox with Pro user reports sent to the pro support email address?

Once agreed this should be added to the Wiki

RichardTaylor commented 2 years ago

Should we make a FOI request seeking a contact address? Is this a kind of request we could make from [name] on behalf of WhatDoTheyKnow? [internal discussion link].

Should we make the email address blank to push finding one back to the user community

We could more actively push the challenge of finding an address to the wider community eg. by tweeting, using the banner etc, or using a community mailing list. There's also an existing ticket mentioning "something like the request categorisation game but for missing email addresses." https://github.com/mysociety/alaveteli/issues/3477

WilliamWDTK commented 2 years ago

I'd said on #1196:

[W]e could perhaps change the processing of identified delivery errors to marking those which come in the alerts in the inbox as error_message, archiving the inbox thread and dealing with it through Alavateli.

sallytay commented 1 year ago

Suggestion from the Support inbox:

Improve handling of delivery errors: (different/no) notifications to users (could say "error detected, can you find a better address"), detection, team alerts / admin dashboard tracking.