Post Delivery Messages to Freshdesk

[RasmusBurge-CG]

As a member of prodbioinfo,
I want a button in CIGRID which can post delivery messages to Freshdesk for manually selected analyses,
So that we have to open fewer tabs, reduce the error rate, and pave the way for future possibilities including automation.

The button could be the delivery message button, but feel free to implement what you find most suitable.[In the deepest, most private part of my brain, I wish I didn’t need this button. Luckily, that section is sealed off with heavily fortified doors and depressingly stern-looking armed guards.]

Work impact

Answer the following questions:

• Is there currently a workaround for this issue? If so, what is it?
  • Yes, manually posting the message on Freshdesk.
• How much time would be saved by implementing this feature on a weekly basis?
  • A lot of clicks, so probably several seconds per ticket
• How many users are affected by this issue?
  • all members of prodbioinfo
• Are customers affected by this issue?
  • Yes, each manual click opens up for errors and we could post incorrect data to the incorrect ticket

Acceptance Criteria

• The delivery message is posted by CG to the correct ticket.
• If the analysis(analyses) do not have the status complete, and not an "uploaded" state, then ask for a confirmation
• I want to be notified if the creation of the message somehow fails
• Bulk action, so that we can select multiple cases from the SAME ticket and send them in bulk

Notes

• Additional information.
  • In the ideal world we would have these messages sent out automatically to the customers if the case is complete and is uploaded. These are a few key points that we found problematic with that:
    • Risk assessment of these automatic messages
    • The uploaded_at is not working quite well. We would need to know that an uploaded at date means that we have uploaded the analysis to all services (scout, loqusdb, and more importantly Caesar deliveries) and that uploaded at is only set when a delivery should be done, see Cases with no files to deliver will still get an uploaded_at date #3842
    • Move away from deliveries in LIMS
    • Sometimes we need to add additional comments to analyses
• Dependencies.
• Related user stories.

[RasmusBurge-CG]

I wrote this, note you will have to add your freshdesk API key in cli.py:

freshdesk.zip

[RasmusBurge-CG]

If we get this working we can soon also make this one https://github.com/Clinical-Genomics/project-planning/issues/599

[RasmusBurge-CG]

I made this #4290. It might not be the right approach to create a CLI for this application, or? Should we instead create an endpoint that Cigrid could communicate with, rather than a CLI that needs to be triggered?

I’m not sure if anyone has the energy to educate me, but I’d be up for it. Feel free to use the pull request—I’d be very happy if the work were put to good use.