8000 Allow users to resend an appeal verification request · Issue #87 · UTRS/utrs · GitHub
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Allow users to resend an appeal verification request #87

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dqwiki opened this issue Jun 5, 2016 · 1 comment
Open

Allow users to resend an appeal verification request #87

dqwiki opened this issue Jun 5, 2016 · 1 comment
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@dqwiki
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dqwiki commented Jun 5, 2016

With live.com and etc not sending the mails, I'd like to see us improve our service to that domain group. So an interface for resending an appeal verification based on an appelants email (which won't provide a confirmation either way if they are appealing). Alternative methods may need to be added but I saw requesting their email address to be the safest.
@dqwiki dqwiki added this to the Version 1.8 milestone Jun 5, 2016
@Salvidrim
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Just leaving a few thoughts here, as currently someone who doesn't receive the first confirmation mail is stuck and requires tooldev intervention: they can't get a new confirmation mail, they can't submit a new ticket because the system says they already have an open one, and when they inevitably contact the tooladmin mailing list, we can usually confirm the existence and number of the ticket (by running a search with username or email) but can't access or interact with it so it requires tooldev intervention to set it to new (if the mail matches the one who reached the mailing list), or cancel it so the user can submit a new one.

Brainstorming a few different options:

  • Don't count unconfirmed tickets as "active", allowing the user to resubmit another one for the same username (with some limit in place to avoid hundreds of spam tickets); subidea would be to automatically expire unvalidated tickets after 24h (with a clear note on the submission page) so tooladmins could simply tell users "send new ticket in 24h and make sure the email is correct"
  • Allow some mechanism to resend confirmation e-mails (either by appellant request for as a tooladmin button, but that would require interacting with an unvalidated ticket)
  • Allow some mechanism to let appellants "close" their own ticket (either "only if it is unvalidated" or "whenever" needs discussion), so they end up able to resubmit a new one
  • Allow appellants or tooladmins to "fix" the e-mail associated with an appeal (because the issue here is not just live.com email delivery but also tickets created with wrong emails)
  • Start allowing tooladmins to set unvalidated tickets to "new" again (which carries a risk since we cannot view the email in the appeal and it could be plain wrong)

@dqwiki dqwiki removed this from the Version 1.8 milestone Apr 2, 2018
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