{"action":"created","issue":{"url":"https://api.github.com/repos/alces-software/alces-flight-center/issues/740","repository_url":"https://api.github.com/repos/alces-software/alces-flight-center","labels_url":"https://api.github.com/repos/alces-software/alces-flight-center/issues/740/labels{/name}","comments_url":"https://api.github.com/repos/alces-software/alces-flight-center/issues/740/comments","events_url":"https://api.github.com/repos/alces-software/alces-flight-center/issues/740/events","html_url":"https://github.com/alces-software/alces-flight-center/issues/740","id":367163884,"node_id":"MDU6SXNzdWUzNjcxNjM4ODQ=","number":740,"title":"Option to delay changes to cases until beginning of next business day","user":{"login":"mjtko","id":206834,"node_id":"MDQ6VXNlcjIwNjgzNA==","avatar_url":"https://avatars0.githubusercontent.com/u/206834?v=4","gravatar_id":"","url":"https://api.github.com/users/mjtko","html_url":"https://github.com/mjtko","followers_url":"https://api.github.com/users/mjtko/followers","following_url":"https://api.github.com/users/mjtko/following{/other_user}","gists_url":"https://api.github.com/users/mjtko/gists{/gist_id}","starred_url":"https://api.github.com/users/mjtko/starred{/owner}{/repo}","subscriptions_url":"https://api.github.com/users/mjtko/subscriptions","organizations_url":"https://api.github.com/users/mjtko/orgs","repos_url":"https://api.github.com/users/mjtko/repos","events_url":"https://api.github.com/users/mjtko/events{/privacy}","received_events_url":"https://api.github.com/users/mjtko/received_events","type":"User","site_admin":false},"labels":[{"id":691448495,"node_id":"MDU6TGFiZWw2OTE0NDg0OTU=","url":"https://api.github.com/repos/alces-software/alces-flight-center/labels/enhancement","name":"enhancement","color":"84b6eb","default":true},{"id":1019441571,"node_id":"MDU6TGFiZWwxMDE5NDQxNTcx","url":"https://api.github.com/repos/alces-software/alces-flight-center/labels/priority%20feature","name":"priority feature","color":"b60205","default":false}],"state":"open","locked":false,"assignee":null,"assignees":[],"milestone":null,"comments":5,"created_at":"2018-10-05T11:07:09Z","updated_at":"2018-10-24T19:49:48Z","closed_at":null,"author_association":"CONTRIBUTOR","body":"Sometimes we do work on cases outside of what are considered business hours by Flight Center (😱).  When work like this is performed, we'd like to be able to write a comment but not send the email notification to the customer.  Ideally, the Slack notification should still be sent at the time the work is done, even more ideally containing a note that the email notification is being deferred.\r\n\r\nPossible implementation: check-box (\"Defer response until next business day\") shown outside of business hours (maybe always?), that is checked by default outside of business hours (would be unchecked during business hours if we always show it).\r\n\r\nResponses should not all be sent at exactly 9am.  Thought: 9am + random(40) minutes.\r\n\r\nTo prevent double-replying, it should be obvious within the Flight Center UI that the comment/change is pending.  i.e. Obviously highlight comments/changes that have not yet been dispatched to the customer.\r\n\r\nConsider: this should apply to any changes performed to a case that trigger an email notification to the customer, not just comments, though comments/resolved status notifications are the most important thing to handle."},"comment":{"url":"https://api.github.com/repos/alces-software/alces-flight-center/issues/comments/432803550","html_url":"https://github.com/alces-software/alces-flight-center/issues/740#issuecomment-432803550","issue_url":"https://api.github.com/repos/alces-software/alces-flight-center/issues/740","id":432803550,"node_id":"MDEyOklzc3VlQ29tbWVudDQzMjgwMzU1MA==","user":{"login":"mjtko","id":206834,"node_id":"MDQ6VXNlcjIwNjgzNA==","avatar_url":"https://avatars0.githubusercontent.com/u/206834?v=4","gravatar_id":"","url":"https://api.github.com/users/mjtko","html_url":"https://github.com/mjtko","followers_url":"https://api.github.com/users/mjtko/followers","following_url":"https://api.github.com/users/mjtko/following{/other_user}","gists_url":"https://api.github.com/users/mjtko/gists{/gist_id}","starred_url":"https://api.github.com/users/mjtko/starred{/owner}{/repo}","subscriptions_url":"https://api.github.com/users/mjtko/subscriptions","organizations_url":"https://api.github.com/users/mjtko/orgs","repos_url":"https://api.github.com/users/mjtko/repos","events_url":"https://api.github.com/users/mjtko/events{/privacy}","received_events_url":"https://api.github.com/users/mjtko/received_events","type":"User","site_admin":false},"created_at":"2018-10-24T19:49:48Z","updated_at":"2018-10-24T19:49:48Z","author_association":"CONTRIBUTOR","body":"I couldn't see explicit mention of this in the document, so to reiterate:\r\n\r\nIf an update is made outside business hours it should be *optional* for the update to be deferred (any longer than the [now/then] usual buffer time) with the default set as \"defer until next business day\".\r\n\r\nIf we go down the route of always showing the possibility of deferment (which I don't think is necessarily a bad idea, there could well be use cases where we don't want to send the update until the following biz day), then the default should be not to defer until the next business day when displaying the case form during business hours.\r\n\r\nAlternative implementation would be to always defer according to business hour rules, but have a \"send update now\" button to allow the engineer to override the schedule.  This capability might be useful in any case, should the engineer change their minds or want to send a \"buffered\" update more rapidly."}}
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