Add functionality to set Zendesk custom fields and form template

app/models/support/requests/content_change_request.rb

@@ -22,6 +22,22 @@ def self.label
       def self.description
         "Request changes to GOV.UK content managed by GDS content designers"
       end
+
+      def self.reason_for_change_options
+        Zendesk::CustomField.options_for_name("[CR] Reason for the request")
+      end
+
+      def reason_for_change_options
+        self.class.reason_for_change_options
+      end
+
+      def self.subject_area_options
+        Zendesk::CustomField.options_for_name("[CR] Subject Area")
+      end
+
+      def subject_area_options
+        self.class.subject_area_options
+      end
     end
   end
 end

app/models/zendesk/custom_field.rb

@@ -0,0 +1,48 @@
+module Zendesk
+  class CustomField
+    CUSTOM_FIELDS_DATA = YAML.safe_load_file(
+      "config/zendesk/custom_fields_data.yml",
+      permitted_classes: [
+        Zendesk::CustomFieldType::DateField,
+        Zendesk::CustomFieldType::DropDown,
+        Zendesk::CustomFieldType::Text,
+      ],
+    ).freeze
+
+    class << self
+      delegate :set, :options_for_name, to: :new
+    end
+
+    def set(id:, input:)
+      { "id" => id, "value" => find_by_id(id).prepare_value(input) }
+    end
+
+    def options_for_name(name)
+      find_by_name(name).options.values
+    end
+
+  private
+
+    def find_by_id(id)
+      field = CUSTOM_FIELDS_DATA.select { |f| f.id == id }.first
+
+      if field.nil?
+        raise "Unable to find custom field ID: #{id}. " \
+          "Ensure it's defined in config/zendesk/custom_fields_data.yml"
+      end
+
+      field
+    end
+
+    def find_by_name(name)
+      field = CUSTOM_FIELDS_DATA.select { |f| f.name == name }.first
+
+      if field.nil?
+        raise "Unable to find custom field name: #{name}. " \
+          "Ensure it's defined in config/zendesk/custom_fields_data.yml"
+      end
+
+      field
+    end
+  end
+end

app/models/zendesk/custom_field_type/base.rb

@@ -0,0 +1,12 @@
+module Zendesk
+  module CustomFieldType
+    class Base
+      attr_reader :id, :name
+
+      def initialize(args)
+        @id = args[:id]
+        @name = args[:name]
+      end
+    end
+  end
+end

app/models/zendesk/custom_field_type/date_field.rb

@@ -0,0 +1,11 @@
+module Zendesk
+  module CustomFieldType
+    class DateField < Base
+      def prepare_value(input)
+        date = Date.parse(input)
+
+        date.strftime("%F")
+      end
+    end
+  end
+end

app/models/zendesk/custom_field_type/drop_down.rb

@@ -0,0 +1,30 @@
+module Zendesk
+  module CustomFieldType
+    class DropDown < Base
+      attr_reader :id, :name, :options
+
+      def initialize(args)
+        @options = args[:options]
+
+        super
+      end
+
+      def prepare_value(input)
+        name_tag = find_name_tag(input)
+
+        if name_tag.nil?
+          raise "Unable to find name tag for '#{input}' to populate custom fields. " \
+            "Ensure it's defined in config/zendesk/custom_fields_data.yml"
+        end
+
+        name_tag
+      end
+
+    private
+
+      def find_name_tag(input)
+        options&.key(input)
+      end
+    end
+  end
+end

app/models/zendesk/custom_field_type/text.rb

@@ -0,0 +1,9 @@
+module Zendesk
+  module CustomFieldType
+    class Text < Base
+      def prepare_value(input)
+        input.to_s
+      end
+    end
+  end
+end

app/models/zendesk/ticket/content_advice_request_ticket.rb

@@ -18,7 +18,7 @@ def tags
     protected
 
       def comment_snippets
-        [
+        optional_comment_snippets + [
           request_label(field: :details),
           request_label(
             field: :urls,
@@ -28,6 +28,14 @@ def comment_snippets
         ]
       end
 
+      def optional_comment_snippets
+        snippets = []
+        snippets << Zendesk::LabelledSnippet.new(on: self, field: :needed_by_date) if needed_by_date
+        snippets << Zendesk::LabelledSnippet.new(on: self, field: :time_constraint_reason, label: "Reason for time constraint") if time_constraint_reason
+
+        snippets
+      end
+
       def deadline_date
         if needed_by_date.present?
           Date.parse(needed_by_date).strftime("%-d %b")

app/models/zendesk/ticket/content_change_request_ticket.rb

@@ -1,6 +1,8 @@
 module Zendesk
   module Ticket
     class ContentChangeRequestTicket < Zendesk::ZendeskTicket
+      TICKET_FORM_ID = 7_949_329_694_108
+
       def subject
         if @request.title.present?
           "#{@request.title} - Content change request"
@@ -13,20 +15,23 @@ def tags
         super + %w[content_amend]
       end
 
+      def custom_fields
+        fields = [
+          CustomField.set(id: 7_948_652_819_356, input: @request.reason_for_change),
+          CustomField.set(id: 7_949_106_580_380, input: @request.subject_area),
+        ]
+        fields << CustomField.set(id: 7_949_136_091_548, input: needed_by_date) if needed_by_date
+        fields << CustomField.set(id: 7_949_152_975_772, input: not_before_date) if not_before_date
+        fields << CustomField.set(id: 8_250_061_570_844, input: needed_by_time) if needed_by_time
+        fields << CustomField.set(id: 8_250_075_489_052, input: not_before_time) if not_before_time
+
+        fields
+      end
+
     protected
 
       def comment_snippets
-        [
-          Zendesk::LabelledSnippet.new(
-            on: @request,
-            field: :reason_for_change,
-            label: "Reason for change request",
-          ),
-          Zendesk::LabelledSnippet.new(
-            on: @request,
-            field: :subject_area,
-            label: "Subject area",
-          ),
+        snippets = [
           Zendesk::LabelledSnippet.new(
             on: @request,
             field: :url,
@@ -38,6 +43,15 @@ def comment_snippets
             label: "Details of what should be added, amended or removed",
           ),
         ]
+        if time_constraint_reason
+          snippets << Zendesk::LabelledSnippet.new(
+            on: self,
+            field: :time_constraint_reason,
+            label: "Reason for time constraint",
+          )
+        end
+
+        snippets
       end
     end
   end

app/models/zendesk/ticket/remove_user_request_ticket.rb

@@ -13,6 +13,7 @@ def tags
 
       def comment_snippets
         [
+          Zendesk::LabelledSnippet.new(on: self,     field: :not_before_date),
           Zendesk::LabelledSnippet.new(on: @request, field: :user_name),
           Zendesk::LabelledSnippet.new(on: @request, field: :user_email),
           Zendesk::LabelledSnippet.new(on: @request, field: :reason_for_removal),

app/models/zendesk/zendesk_ticket.rb

@@ -14,7 +14,7 @@ def initialize(request)
     def_delegators :@requester, :email, :name, :collaborator_emails
 
     def comment
-      Zendesk::SnippetCollection.new(base_comment_snippets + comment_snippets).to_s
+      Zendesk::SnippetCollection.new(comment_snippets).to_s
     end
 
     def not_before_date
@@ -41,6 +41,12 @@ def needed_by_time
       end
     end
 
+    def time_constraint_reason
+      if value?(:time_constraint) && value?(:time_constraint_reason, @request.time_constraint)
+        @request.time_constraint.time_constraint_reason
+      end
+    end
+
     def tags
       %w[govt_form]
     end
@@ -50,27 +56,13 @@ def inside_government_tag_if_needed
     end
 
     def to_s
-      Zendesk::SnippetCollection.new(base_attribute_snippets + base_comment_snippets + comment_snippets).to_s
+      Zendesk::SnippetCollection.new(base_attribute_snippets + comment_snippets).to_s
     end
 
     def priority
       "normal"
     end
 
-    def base_comment_snippets
-      if value?(:time_constraint)
-        [
-          Zendesk::LabelledSnippet.new(on: self, field: :needed_by_date, label: "Needed by date"),
-          Zendesk::LabelledSnippet.new(on: self, field: :needed_by_time, label: "Needed by time"),
-          Zendesk::LabelledSnippet.new(on: self, field: :not_before_date, label: "Not before date"),
-          Zendesk::LabelledSnippet.new(on: self, field: :not_before_time, label: "Not before time"),
-          Zendesk::LabelledSnippet.new(on: @request.time_constraint, field: :time_constraint_reason, label: "Reason for time constraint"),
-        ]
-      else
-        []
-      end
-    end
-
     def comment_snippets
       []
     end

app/models/zendesk/zendesk_tickets.rb

@@ -9,6 +9,8 @@ def raise_ticket(ticket_to_raise)
         tags: ticket_to_raise.tags,
         comment: { "body" => ticket_to_raise.comment },
       }
+      ticket_options.merge!(custom_fields: ticket_to_raise.custom_fields) if ticket_to_raise.respond_to?(:custom_fields)
+      ticket_options.merge!(ticket_form_id: ticket_to_raise.class::TICKET_FORM_ID) if ticket_to_raise.class.const_defined?(:TICKET_FORM_ID)
 
       ZendeskTicketWorker.perform_async(ticket_options.stringify_keys)
     end

app/views/content_change_requests/_request_details.html.erb

@@ -33,16 +33,7 @@
   </p>
   <span class="form-wrapper">
     <%= f.select :reason_for_change,
-      options_for_select([
-        "Factual inaccuracy",
-        "Content is causing problems for users",
-        "New information (policy, campaign, service) - for example, service start page needed",
-        "Missing information",
-        "Update - policy or process change",
-        "Uprating - policy or money changes at the new tax year (6 April)",
-        "Service Review",
-        "Other"
-      ], f.object.reason_for_change),
+      options_for_select(f.object.reason_for_change_options, f.object.reason_for_change),
       { include_blank: true },
       class: "input-md-6 form-control",
       aria: {
@@ -64,26 +55,7 @@
   </p>
   <span class="form-wrapper">
     <%= f.select :subject_area,
-      options_for_select([
-        "Benefits",
-        "Births, death, marriages and care",
-        "Business and self-employed",
-        "Childcare and parenting",
-        "Citizenship and living in the UK",
-        "Crime, justice and the law",
-        "Disabled people",
-        "Driving and transport",
-        "Education and learning",
-        "Employing people",
-        "Environment and countryside",
-        "Health",
-        "Housing and local services",
-        "Money and tax",
-        "Passports, travel and living abroad",
-        "Visas and immigration",
-        "Working, jobs and pensions",
-        "Other"
-      ], f.object.subject_area),
+      options_for_select(f.object.subject_area_options, f.object.subject_area),
       { include_blank: true },
       class: "input-md-6 form-control",
       aria: {

config/zendesk/custom_fields_data.yml

@@ -0,0 +1,47 @@
+---
+- !ruby/object:Zendesk::CustomFieldType::DropDown
+  name: "[CR] Reason for the request"
+  id: 7948652819356
+  options:
+    cr_inaccuracy: Factual inaccuracy
+    cr_user_problem: Content is causing problems for users
+    cr_new_info: New information (policy, campaign, service) - for example, service start page needed
+    cr_missing_info: Missing information
+    cr_policy_process_update: Update - policy or process change
+    cr_uprating: Uprating - policy or money changes at the new tax year (6 April)
+    cr_service_review: Service Review
+    cr_reason_other: Other
+- !ruby/object:Zendesk::CustomFieldType::DropDown
+  name: "[CR] Subject Area"
+  id: 7949106580380
+  options:
+    cr_benefits: Benefits
+    cr_births_deaths: Births, death, marriages and care
+    cr_business_selfemployed: Business and self-employed
+    cr_childcare_parenting: Childcare and parenting
+    cr_citizenship: Citizenship and living in the UK
+    cr_crime_justice: Crime, justice and the law
+    cr_disabled_people: Disabled people
+    cr_driving_transport: Driving and transport
+    cr_education_learning: Education and learning
+    cr_employing_people: Employing people
+    cr_environment_countryside: Environment and countryside
+    cr_health: Health
+    cr_housing_local_services: Housing and local services
+    cr_money_tax: Money and tax
+    cr_passports_travel_living_abroad: Passports, travel and living abroad
+    cr_visas_immigration: Visas and immigration
+    cr_working_jobs_pensions: Working, jobs and pensions
+    cr_subject_other: Other
+- !ruby/object:Zendesk::CustomFieldType::DateField
+  name: "[CR] Deadline"
+  id: 7949136091548
+- !ruby/object:Zendesk::CustomFieldType::DateField
+  name: "[CR] Do not publish before"
+  id: 7949152975772
+- !ruby/object:Zendesk::CustomFieldType::Text
+  name: "[CR] Deadline (time)"
+  id: 8250061570844
+- !ruby/object:Zendesk::CustomFieldType::Text
+  name: "[CR] Do not publish before (time)"
+  id: 8250075489052