rubyforgood
add the user name to the support request
Summary
Add the user name (the email address that they use to sign in) to the information in the support request ticket.
Why?
Will save time on tracking down support issues. We keep getting cases where the email that is in the support ticket is not a user inamewe can sign in with on a production copy to check the problem. So then we have to go look up the organization, and a user on it before we recreate their issue. It adds probably 5 minutes a ticket when it occurs -- which adds up.
Details
Where is the form for this?
Sign in as [email protected] click "Need Help"
This creates a record in a google spreadsheet and ultimately goes to both a slack channel and a github project.
This will probably need core team involvement -- because there is a google spreadsheet involved outside of rails
Criteria for completion
- [ ] user name is also in the support ticket
@Cirkit-Matt For clarity, this is username as opposed to email or name entered in the support ticket form.
We have situations where someone is signed in with a different email than they give in the form, you see. They may be using a general email for the bank for the sign-in, but have their specific email in the form for communications purposes. We've had cases where the email provided in the form is not a valid username.
If it's been fixed, it's really recent -- I'm seeing a support ticket from August 21 that does not have this info explicitly shown.