Service Desk settings should always be displayed in the project settings

Description

Currently the service desk controls show only up if the email service supports replies and wildcards (thanks to Collen from your support team for that finding).

This led to confusion during the attempt of enabling the service desk feature since we didn't know that the sd would be available if we would fix the incoming provider.

Proposal

We propose you always show the controls greyed out and display a meaningful information why it's greyed out.

Links / references

https://gitlab.com/gitlab-org/gitlab-ee/blob/master/ee/lib/ee/gitlab/service_desk.rb#L8

Documentation blurb

Overview

I wouldn't have needed to contact your support if we would have known that our instance knows about service desk and just disabled it for some reasons.

Use cases

• For every administrator trying to enable service desk after migrating from EES to EEP.

Feature checklist

Make sure these are completed before closing the issue, with a link to the relevant commit.

• Feature assurance
• Documentation
• Added to features.yml

added feature proposal label

added customer ~1790368 labels

added Discussion label

@florianb1 Makes sense to me. Thanks for taking the time to raise an issue with your findings

/cc @victorwu

added UX settings labels

What controls are you referring to?

@victorwu - i am not sure, i haven't seen them yet.

I assume those from https://docs.gitlab.com/ee/user/project/service_desk.html#configuring-service-desk:

If you have the correct access and an Enterprise Edition Premium license, you will see an option to set up Service Desk

@victorwu The issue right now is that the Service Desk option is only shown if Reply by Email is configured. At least that's what the code suggests:

https://gitlab.com/gitlab-org/gitlab-ee/blob/master/ee/lib/ee/gitlab/service_desk.rb#L8

Thanks @florianb1 : Are you running GitLab self-hosted? Accessing service desk from the submenu is now already shown if you have the correct license. So you can see the menu item, click on it, and there's a call out to turn on service desk from there if isn't already on.

This feature is as of 10.0, which will be released tomorrow (Sep 22nd). (GitLab.com is already running 10.0.) So you should have this feature once you install 10.0. Thanks! https://gitlab.com/gitlab-org/gitlab-ee/issues/3049

closed

reopened

@florianb1 @collen : I read this thread again. I think you folks mean in the project settings itself, the configuration option is not even shown if reply by email is not configured.

@felipe_artur : Can you confirm that?

Basically this service desk section in the project settings does not appear if reply by email is not set up right? I think the simple fix is that we always show that section. But if reply by email is not set up at all, that line with the checkbox is not shown at all, and the feature is "off" using-facing wise, even though in the background the boolean value might be true. Only when reply by email is set up correctly, we do show the checkbox line. @felipe_artur : Am I understanding this correctly?

Something like this:

@victorwu - you're right we're running 9.5 self-hosted and true i was talking about the option in the project-settings.

mentioned in issue #3509 (closed)

changed milestone to %10.2

changed milestone to %10.3

changed title from Service Desk Controls should always being displayed to Service Desk settings should always be displayed in the project settings