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edx-platform
Commit 7c326f65 by Greg Price
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Merge pull request #120 from edx/gprice/help-widget-tweaks 

Reviewed by @brianhw https://rbcommons.com/s/edx/r/17/
parents 673c015e 2e38130c
Showing with 106 additions and 55 deletions
common/djangoapps/util/views.py
......@@ -12,6 +12,7 @@ from django.core.validators import ValidationError, validate_email
from django.http import Http404, HttpResponse, HttpResponseBadRequest, HttpResponseNotAllowed, HttpResponseServerError
from django.shortcuts import redirect
from django_future.csrf import ensure_csrf_cookie
from dogapi import dog_stats_api
from mitxmako.shortcuts import render_to_response, render_to_string
from urllib import urlencode
import zendesk
......@@ -73,11 +74,64 @@ class _ZendeskApi(object):
self._zendesk_instance.update_ticket(ticket_id=ticket_id, data=update)
def submit_feedback_via_zendesk(request):
def _record_feedback_in_zendesk(realname, email, subject, details, tags, additional_info):
"""
Create a new user-requested Zendesk ticket.
If Zendesk submission is not enabled, any request will raise `Http404`.
Once created, the ticket will be updated with a private comment containing
additional information from the browser and server, such as HTTP headers
and user state. Returns a boolean value indicating whether ticket creation
was successful, regardless of whether the private comment update succeeded.
"""
zendesk_api = _ZendeskApi()
additional_info_string = (
"Additional information:\n\n" +
"\n".join("%s: %s" % (key, value) for (key, value) in additional_info.items() if value is not None)
)
# Tag all issues with LMS to distinguish channel in Zendesk; requested by student support team
zendesk_tags = list(tags.values()) + ["LMS"]
new_ticket = {
"ticket": {
"requester": {"name": realname, "email": email},
"subject": subject,
"comment": {"body": details},
"tags": zendesk_tags
}
}
try:
ticket_id = zendesk_api.create_ticket(new_ticket)
except zendesk.ZendeskError as err:
log.error("Error creating Zendesk ticket: %s", str(err))
return False
# Additional information is provided as a private update so the information
# is not visible to the user.
ticket_update = {"ticket": {"comment": {"public": False, "body": additional_info_string}}}
try:
zendesk_api.update_ticket(ticket_id, ticket_update)
except zendesk.ZendeskError as err:
log.error("Error updating Zendesk ticket: %s", str(err))
# The update is not strictly necessary, so do not indicate failure to the user
pass
return True
DATADOG_FEEDBACK_METRIC = "lms_feedback_submissions"
def _record_feedback_in_datadog(tags):
datadog_tags = ["{k}:{v}".format(k=k, v=v) for k, v in tags.items()]
dog_stats_api.increment(DATADOG_FEEDBACK_METRIC, tags=datadog_tags)
def submit_feedback(request):
"""
Create a new user-requested ticket, currently implemented with Zendesk.
If feedback submission is not enabled, any request will raise `Http404`.
If any configuration parameter (`ZENDESK_URL`, `ZENDESK_USER`, or
`ZENDESK_API_KEY`) is missing, any request will raise an `Exception`.
The request must be a POST request specifying `subject` and `details`.
......@@ -85,12 +139,9 @@ def submit_feedback_via_zendesk(request):
`email`. If the user is authenticated, the `name` and `email` will be
populated from the user's information. If any required parameter is
missing, a 400 error will be returned indicating which field is missing and
providing an error message. If Zendesk returns any error on ticket
creation, a 500 error will be returned with no body. Once created, the
ticket will be updated with a private comment containing additional
information from the browser and server, such as HTTP headers and user
state. Whether or not the update succeeds, if the user's ticket is
successfully created, an empty successful response (200) will be returned.
providing an error message. If Zendesk ticket creation fails, 500 error
will be returned with no body; if ticket creation succeeds, an empty
successful response (200) will be returned.
"""
if not settings.MITX_FEATURES.get('ENABLE_FEEDBACK_SUBMISSION', False):
raise Http404()
......@@ -124,9 +175,9 @@ def submit_feedback_via_zendesk(request):
subject = request.POST["subject"]
details = request.POST["details"]
tags = []
if "tag" in request.POST:
tags = [request.POST["tag"]]
tags = dict(
[(tag, request.POST[tag]) for tag in ["issue_type", "course_id"] if tag in request.POST]
)
if request.user.is_authenticated():
realname = request.user.profile.name
......@@ -140,41 +191,18 @@ def submit_feedback_via_zendesk(request):
except ValidationError:
return build_error_response(400, "email", required_field_errs["email"])
for header in ["HTTP_REFERER", "HTTP_USER_AGENT"]:
additional_info[header] = request.META.get(header)
for header, pretty in [
("HTTP_REFERER", "Page"),
("HTTP_USER_AGENT", "Browser"),
("REMOTE_ADDR", "Client IP"),
("SERVER_NAME", "Host")
]:
additional_info[pretty] = request.META.get(header)
zendesk_api = _ZendeskApi()
additional_info_string = (
"Additional information:\n\n" +
"\n".join("%s: %s" % (key, value) for (key, value) in additional_info.items() if value is not None)
)
new_ticket = {
"ticket": {
"requester": {"name": realname, "email": email},
"subject": subject,
"comment": {"body": details},
"tags": tags
}
}
try:
ticket_id = zendesk_api.create_ticket(new_ticket)
except zendesk.ZendeskError as err:
log.error("Error creating Zendesk ticket: %s", str(err))
return HttpResponse(status=500)
# Additional information is provided as a private update so the information
# is not visible to the user.
ticket_update = {"ticket": {"comment": {"public": False, "body": additional_info_string}}}
try:
zendesk_api.update_ticket(ticket_id, ticket_update)
except zendesk.ZendeskError as err:
log.error("Error updating Zendesk ticket: %s", str(err))
# The update is not strictly necessary, so do not indicate failure to the user
pass
success = _record_feedback_in_zendesk(realname, email, subject, details, tags, additional_info)
_record_feedback_in_datadog(tags)
return HttpResponse()
return HttpResponse(status=(200 if success else 500))
def info(request):
......
lms/templates/help_modal.html
......@@ -64,7 +64,10 @@ discussion_link = get_discussion_link(course) if course else None
<label data-field="details">Tell us the details*
<span class="tip">Include error messages, steps which lead to the issue, etc</span></label>
<textarea name="details"></textarea>
<input name="tag" type="hidden">
<input name="issue_type" type="hidden">
% if course:
<input name="course_id" type="hidden" value="${course.id | h}">
% endif
<div class="submit">
<input name="submit" type="submit" value="Submit">
</div>
......@@ -114,21 +117,41 @@ discussion_link = get_discussion_link(course) if course else None
$("#feedback_success_wrapper").css("display", "none");
$("#help_wrapper").css("display", "block");
});
showFeedback = function(e, tag, title) {
showFeedback = function(event, issue_type, title, subject_label, details_label) {
$("#help_wrapper").css("display", "none");
$("#feedback_form input[name='tag']").val(tag);
$("#feedback_form input[name='issue_type']").val(issue_type);
$("#feedback_form_wrapper").css("display", "block");
$("#feedback_form_wrapper header").html("<h2>" + title + "</h2><hr>");
e.preventDefault();
$("#feedback_form_wrapper label[data-field='subject']").html(subject_label);
$("#feedback_form_wrapper label[data-field='details']").html(details_label);
event.preventDefault();
};
$("#feedback_link_problem").click(function(e) {
showFeedback(e, "problem", "Report a Problem");
$("#feedback_link_problem").click(function(event) {
showFeedback(
event,
"problem",
"Report a Problem",
"Brief description of the problem*",
"Details of the problem you are encountering* <span class='tip'>Include error messages, steps which lead to the issue, etc.</span>"
);
});
$("#feedback_link_suggestion").click(function(e) {
showFeedback(e, "suggestion", "Make a Suggestion");
$("#feedback_link_suggestion").click(function(event) {
showFeedback(
event,
"suggestion",
"Make a Suggestion",
"Brief description of your suggestion*",
"Details*"
);
});
$("#feedback_link_question").click(function(e) {
showFeedback(e, "question", "Ask a Question");
$("#feedback_link_question").click(function(event) {
showFeedback(
event,
"question",
"Ask a Question",
"Brief summary of your question*",
"Details*"
);
});
$("#feedback_form").submit(function() {
$("input[type='submit']", this).attr("disabled", "disabled");
......
lms/urls.py
......@@ -111,7 +111,7 @@ if not settings.MITX_FEATURES["USE_CUSTOM_THEME"]:
# Favicon
(r'^favicon\.ico$', 'django.views.generic.simple.redirect_to', {'url': '/static/images/favicon.ico'}),
url(r'^submit_feedback$', 'util.views.submit_feedback_via_zendesk'),
url(r'^submit_feedback$', 'util.views.submit_feedback'),
# TODO: These urls no longer work. They need to be updated before they are re-enabled
# url(r'^reactivate/(?P<key>[^/]*)$', 'student.views.reactivation_email'),
......
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