Set appropriate priority for Order tickets

[karlnyr]

As a production member,
I want Order tickets to be submitted to Freshdesk based on the highest priority of sample in ticket,
So that we can implement appropriate SLA policies for the given priorities.

Work impact

Answer the following questions:

• Is there currently a workaround for this issue? If so, what is it?
  • No, all Order tickets are submitted as "low" priority from cg. One could manually go through all orders and set them to the correct priority.
• How much time would be saved by implementing this feature on a weekly basis?
  • Going through each ticket, finding which sample has the highest priority, and then setting the priority of the ticket to it would most likely take about 30 seconds to a minute per order. Summing up to a lot of manual labour and probably an hour per week.
• How many users are affected by this issue?
  • All production members
• Are customers affected by this issue?
  • Yes, if we can set an appropriate priority we can also make sure that orders are handled within our expected delivery time.

Acceptance Criteria

• Implement a feature that sets the priority of a Order submitted to Freshdesk based on the following criteria:
  • If a sample is already existing data, the priority rank is Low
  • If a sample has research priority, the priority rank is Low
  • If a sample has research standard, the priority rank is Medium
  • If a sample has priority/clinical trials priority, the priority rank is High
  • If a sample has Express priority, the priority rank is Urgent

Notes

Freshdesk has its own "definitions" of priority, and we would have to transpose our internal priorities to their existing priorities. Freshdesk has the following priorities built in:

• Low
• Medium
• High
• Urgent