Merge pull request #5694 from smithellis/moz-loginless-form

Work to set up a loginless form for MA

kitsune/customercare/forms.py

@@ -1,17 +1,50 @@
 from django import forms
+from django.conf import settings
 from django.utils.translation import gettext_lazy as _lazy
 
-from kitsune.customercare.zendesk import CATEGORY_CHOICES, OS_CHOICES, ZendeskClient
+from kitsune.customercare.zendesk import ZendeskClient
 
 PRODUCTS_WITH_OS = ["firefox-private-network-vpn"]
 
+# See docs/zendesk.md for details about getting the valid choice values for each field:
+CATEGORY_CHOICES = [
+    (None, _lazy("Select a reason for contacting")),
+    ("payment", _lazy("Payments & Billing")),
+    ("accounts", _lazy("Accounts & Login")),
+    ("technical", _lazy("Technical")),
+    ("feedback", _lazy("Provide Feedback/Request Features")),
+    ("not_listed", _lazy("Not listed")),
+]
+
+CATEGORY_CHOICES_LOGINLESS = [
+    (None, _lazy("Select a reason for contacting")),
+    ("fxa-reset-password", _lazy("I forgot my password")),
+    ("fxa-emailverify-lockout", _lazy("I can't recover my account using email")),
+    ("fxa-remove3rdprtylogin", _lazy("I'm having issues signing in with my Google or Apple ID")),
+    ("fxa-2fa-lockout", _lazy("My security code isn't working or is lost")),
+    ("other-account-issue", _lazy("I have another sign in issue")),
+]
+
+OS_CHOICES = [
+    (None, _lazy("Select platform")),
+    ("win10", _lazy("Windows")),
+    ("mac", _lazy("Mac OS")),
+    ("linux", _lazy("Linux")),
+    ("android", _lazy("Android")),
+    ("ios", _lazy("iOS")),
+    ("other", _lazy("Other")),
+]
+
 
 class ZendeskForm(forms.Form):
     """Form for submitting a ticket to Zendesk."""
 
+    required_css_class = "required"
+
     product = forms.CharField(disabled=True, widget=forms.HiddenInput)
+    email = forms.EmailField(label=_lazy("Contact Email"), required=True, widget=forms.HiddenInput)
     category = forms.ChoiceField(
-        label=_lazy("What do you need help with?"), choices=CATEGORY_CHOICES
+        label=_lazy("What do you need help with?"), required=True, choices=CATEGORY_CHOICES
     )
     os = forms.ChoiceField(
         label=_lazy("What operating system does your device use?"),
@@ -19,12 +52,21 @@ class ZendeskForm(forms.Form):
         required=False,
     )
     subject = forms.CharField(label=_lazy("Subject"), required=False)
-    description = forms.CharField(label=_lazy("Your message"), widget=forms.Textarea())
+    description = forms.CharField(
+        label=_lazy("Tell us more"), widget=forms.Textarea(), required=False
+    )
     country = forms.CharField(widget=forms.HiddenInput)
 
-    def __init__(self, *args, product, **kwargs):
+    def __init__(self, *args, product, user=None, **kwargs):
         kwargs.update({"initial": {"product": product.slug}})
         super().__init__(*args, **kwargs)
+        if product.slug in settings.LOGIN_EXCEPTIONS and not user.is_authenticated:
+            self.fields["email"].widget = forms.EmailInput()
+            self.fields["category"].choices = CATEGORY_CHOICES_LOGINLESS
+        else:
+            self.fields["email"].initial = user.email
+        self.label_suffix = ""
+
         if product.slug not in PRODUCTS_WITH_OS:
             del self.fields["os"]
 

kitsune/customercare/zendesk.py

@@ -1,30 +1,9 @@
 from django.conf import settings
-from django.utils.translation import gettext_lazy as _lazy
 from zenpy import Zenpy
 from zenpy.lib.api_objects import Identity as ZendeskIdentity
 from zenpy.lib.api_objects import Ticket
 from zenpy.lib.api_objects import User as ZendeskUser
 
-# See docs/zendesk.md for details about getting the valid choice values for each field:
-CATEGORY_CHOICES = [
-    (None, _lazy("Select a topic")),
-    ("payment", _lazy("Payments & Billing")),
-    ("accounts", _lazy("Accounts & Login")),
-    ("technical", _lazy("Technical")),
-    ("feedback", _lazy("Provide Feedback/Request Features")),
-    ("not_listed", _lazy("Not listed")),
-]
-
-OS_CHOICES = [
-    (None, _lazy("Select platform")),
-    ("win10", _lazy("Windows")),
-    ("mac", _lazy("Mac OS")),
-    ("linux", _lazy("Linux")),
-    ("android", _lazy("Android")),
-    ("ios", _lazy("iOS")),
-    ("other", _lazy("Other")),
-]
-
 
 class ZendeskClient(object):
     """Client to connect to Zendesk API."""
@@ -38,27 +17,42 @@ class ZendeskClient(object):
         }
         self.client = Zenpy(**creds)
 
-    def _user_to_zendesk_user(self, user, include_email=True):
-        fxa_uid = user.profile.fxa_uid
-        id_str = user.profile.zendesk_id
+    def _user_to_zendesk_user(self, user, ticket_fields=None):
+        if not user.is_authenticated:
+            name = "Anonymous User"
+            locale = "en-US"
+            id = None
+            external_id = None
+            user_fields = None
+        else:
+            fxa_uid = user.profile.fxa_uid
+            id_str = user.profile.zendesk_id
+            id = int(id_str) if id_str else None
+            name = user.profile.display_name
+            locale = user.profile.locale
+            user_fields = {"user_id": fxa_uid}
+            external_id = fxa_uid
         return ZendeskUser(
-            id=int(id_str) if id_str else None,
+            id=id,
             verified=True,
-            email=user.email if include_email else "",
-            name=user.profile.display_name,
-            locale=user.profile.locale,
-            user_fields={"user_id": fxa_uid},
-            external_id=fxa_uid,
+            email=ticket_fields.get("email") or user.email,
+            name=name,
+            locale=locale,
+            user_fields=user_fields,
+            external_id=external_id,
         )
 
-    def create_user(self, user):
+    def create_user(self, user, ticket_fields=None):
         """Given a Django user, create a user in Zendesk."""
-        zendesk_user = self._user_to_zendesk_user(user)
+        zendesk_user = self._user_to_zendesk_user(user, ticket_fields=ticket_fields)
         # call create_or_update to avoid duplicating users FxA previously created
         zendesk_user = self.client.users.create_or_update(zendesk_user)
 
-        user.profile.zendesk_id = str(zendesk_user.id)
-        user.profile.save(update_fields=["zendesk_id"])
+        # We can't save anything to AnonymousUser Profile
+        # as it has none
+        if user.is_authenticated:
+            user.profile.zendesk_id = str(zendesk_user.id)
+            user.profile.save(update_fields=["zendesk_id"])
 
         return zendesk_user
 
@@ -84,20 +78,41 @@ class ZendeskClient(object):
 
     def create_ticket(self, user, ticket_fields):
         """Create a ticket in Zendesk."""
+        custom_fields = [
+            {"id": settings.ZENDESK_PRODUCT_FIELD_ID, "value": ticket_fields.get("product")},
+            {"id": settings.ZENDESK_OS_FIELD_ID, "value": ticket_fields.get("os")},
+            {"id": settings.ZENDESK_COUNTRY_FIELD_ID, "value": ticket_fields.get("country")},
+        ]
+        # If this is the normal, athenticated form we want to use the category field
+        if user.is_authenticated:
+            custom_fields.append(
+                {"id": settings.ZENDESK_CATEGORY_FIELD_ID, "value": ticket_fields.get("category")},
+            )
+        # If this is the loginless form we want to use the contact label field (tag)
+        # and fix the category field to be "accounts"
+        else:
+            custom_fields.extend(
+                [
+                    {
+                        "id": settings.ZENDESK_CONTACT_LABEL_ID,
+                        "value": ticket_fields.get("category"),
+                    },
+                    {"id": settings.ZENDESK_CATEGORY_FIELD_ID, "value": "accounts"},
+                ]
+            )
         ticket = Ticket(
             subject=ticket_fields.get("subject"),
             comment={"body": ticket_fields.get("description")},
             ticket_form_id=settings.ZENDESK_TICKET_FORM_ID,
-            custom_fields=[
-                {"id": settings.ZENDESK_PRODUCT_FIELD_ID, "value": ticket_fields.get("product")},
-                {"id": settings.ZENDESK_CATEGORY_FIELD_ID, "value": ticket_fields.get("category")},
-                {"id": settings.ZENDESK_OS_FIELD_ID, "value": ticket_fields.get("os")},
-                {"id": settings.ZENDESK_COUNTRY_FIELD_ID, "value": ticket_fields.get("country")},
-            ],
+            custom_fields=custom_fields,
         )
-        if user.profile.zendesk_id:
-            # TODO: is this necessary if we're updating users as soon as they're updated locally?
-            ticket.requester_id = self.update_user(user).id
+        if user.is_authenticated:
+            if user.profile.zendesk_id:
+                # TODO: is this necessary if we're
+                # updating users as soon as they're updated locally?
+                ticket.requester_id = self.update_user(user).id
+            else:
+                ticket.requester_id = self.create_user(user).id
         else:
-            ticket.requester_id = self.create_user(user).id
+            ticket.requester_id = self.create_user(user, ticket_fields=ticket_fields).id
         return self.client.tickets.create(ticket)

kitsune/questions/jinja2/questions/includes/question_editing_frame.html

@@ -90,12 +90,20 @@ we can compute the edit-title URL.
               {% endif %}
 
               <div class="info card shade-bg highlight mb">
+              {% if is_loginless %}
+                {% trans %}
+                  Can't sign in to your account and need help? 
+                  You've found the right place. Complete the form below
+                  to contact our support staff.
+                {% endtrans %}
+              {% else %}
                 {% trans %}
                   Be descriptive.
                   Saying “playing video on YouTube is always choppy”
                   will help us understand the issue better than saying
                   “something is wrong” or “the app is broken”.
                 {% endtrans %}
+              {% endif %}
               </div>
 
               {% for field in form.hidden_fields() %}
@@ -115,7 +123,6 @@ we can compute the edit-title URL.
                         </p>
                       </li>
                     {% endif %}
-
                     {% if field.name == 'ff_version' or field.name == 'os' %}
                       {% set li_class='details' %}
                     {% endif %}
@@ -123,11 +130,21 @@ we can compute the edit-title URL.
 
                   <li class="{{ li_class }} {% if field.errors %}has-error invalid{% endif %} cf">
                     {{ field.label_tag()|safe }}
-
                     {% if field.name == 'content' %}
                       {{ content_editor(field) }}
                     {% elif field.name == 'troubleshooting' %}
                       {{ troubleshooting_instructions(field) }}
+                    {% elif field.name == 'description' and is_loginless %}
+                      <label for="{{ field.id_for_label }}">
+                        <span class="mzp-c-fieldnote">
+                          {{ _(
+                          "Include details such as your account email or specifics about"
+                          " your sign-in issue to help us get you back into your account quicker."
+                          ) }}
+                        </span>
+                      </label>
+                      {{ field }}
+                      {{ field.errors }}
                     {% else %}
                       {{ field|safe }}
                     {% endif %}

kitsune/questions/views.py

@@ -6,6 +6,7 @@ from datetime import date, datetime, timedelta
 
 from django.conf import settings
 from django.contrib import messages
+from django.contrib.auth.views import redirect_to_login
 from django.contrib.contenttypes.models import ContentType
 from django.contrib.sites.models import Site
 from django.core.exceptions import PermissionDenied
@@ -462,7 +463,7 @@ def edit_details(request, question_id):
     return redirect(reverse("questions.details", kwargs={"question_id": question_id}))
 
 
-def aaq(request, product_key=None, category_key=None, step=1):
+def aaq(request, product_key=None, category_key=None, step=1, is_loginless=False):
     """Ask a new question."""
 
     template = "questions/new_question.html"
@@ -509,6 +510,7 @@ def aaq(request, product_key=None, category_key=None, step=1):
         "current_product": product_config,
         "current_step": step,
         "host": Site.objects.get_current().domain,
+        "is_loginless": is_loginless,
     }
 
     if step > 1:
@@ -535,21 +537,24 @@ def aaq(request, product_key=None, category_key=None, step=1):
             return HttpResponseRedirect(path)
 
         if has_subscriptions:
-            zendesk_form = ZendeskForm(data=request.POST or None, product=product)
+            zendesk_form = ZendeskForm(
+                data=request.POST or None,
+                product=product,
+                user=request.user,
+            )
             context["form"] = zendesk_form
 
             if zendesk_form.is_valid():
                 try:
                     zendesk_form.send(request.user)
-
+                    email = zendesk_form.cleaned_data["email"]
                     messages.add_message(
                         request,
                         messages.SUCCESS,
                         _(
-                            "Done! Your message was sent to Mozilla Support, "
-                            "thank you for reaching out. "
-                            "We'll contact you via email as soon as possible."
-                        ),
+                            "Done! Thank you for reaching out Mozilla Support."
+                            " We've sent a confirmation email to {email}"
+                        ).format(email=email),
                     )
 
                     url = reverse("products.product", args=[product.slug])
@@ -618,11 +623,19 @@ def aaq_step2(request, product_key):
     return aaq(request, product_key=product_key, step=2)
 
 
-@login_required
 def aaq_step3(request, product_key, category_key=None):
     """Step 3: Show full question form."""
+
+    # Since removing the @login_required decorator for MA form
+    # need to catch unauthenticated, non-MA users here """
+    is_loginless = product_key in settings.LOGIN_EXCEPTIONS
+
+    if not is_loginless and not request.user.is_authenticated:
+        return redirect_to_login(next=request.path, login_url=reverse("users.login"))
+
     return aaq(
         request,
+        is_loginless=is_loginless,
         product_key=product_key,
         category_key=category_key,
         step=3,

kitsune/settings.py

@@ -1131,9 +1131,13 @@ ZENDESK_USER_EMAIL = config("ZENDESK_USER_EMAIL", default="")
 ZENDESK_TICKET_FORM_ID = config("ZENDESK_TICKET_FORM_ID", default="360000417171", cast=int)
 ZENDESK_PRODUCT_FIELD_ID = config("ZENDESK_PRODUCT_FIELD_ID", default="360047198211", cast=int)
 ZENDESK_CATEGORY_FIELD_ID = config("ZENDESK_CATEGORY_FIELD_ID", default="360047206172", cast=int)
+ZENDESK_CONTACT_LABEL_ID = config("ZENDESK_CONTACT_LABEL_ID", default="1900002215047", cast=int)
 ZENDESK_OS_FIELD_ID = config("ZENDESK_OS_FIELD_ID", default="360018604871", cast=int)
 ZENDESK_COUNTRY_FIELD_ID = config("ZENDESK_COUNTRY_FIELD_ID", default="360026463511", cast=int)
 
+# Products that allow un-authenticated users to submit support requests
+LOGIN_EXCEPTIONS = ["mozilla-account"]
+
 # Django CSP configuration
 CSP_INCLUDE_NONCE_IN = ["script-src"]
 

kitsune/sumo/static/sumo/scss/base/forms/_fields.scss

@@ -407,3 +407,9 @@ textarea {
   margin-top: 52px;
   border-bottom: 1px solid var(--color-heading);
 }
+
+label.required::after {
+  content: "\A Required";
+  white-space: pre;
+  color: var(--color-marketing-red-01);
+}