Emojify and simplify change notifications for incidents and cases (#6173)

* Emojify and simplify change notifications

* Update formatting for case assignee

* Update jinja formatting from feedback

* Set dictionary on a single line for the linter

---------

Co-authored-by: Nathan Yee <nyee@netflix.com>
Co-authored-by: Aaron Herman <12768929+aaronherman@users.noreply.github.com>

Author: 3 people

src/dispatch/case/messaging.py

@@ -248,10 +248,10 @@ def send_case_update_notifications(case: Case, previous_case: CaseRead, db_sessi
                 assignee_fullname=case.assignee.individual.name,
                 assignee_team=case.assignee.team,
                 assignee_weblink=case.assignee.individual.weblink,
-                case_priority_new=case.case_priority.name,
-                case_priority_old=previous_case.case_priority.name,
-                case_severity_new=case.case_severity.name,
-                case_severity_old=previous_case.case_severity.name,
+                case_priority_new=case.case_priority,
+                case_priority_old=previous_case.case_priority,
+                case_severity_new=case.case_severity,
+                case_severity_old=previous_case.case_severity,
                 case_status_new=case.status,
                 case_status_old=previous_case.status,
                 case_type_new=case.case_type.name,
@@ -285,10 +285,10 @@ def send_case_update_notifications(case: Case, previous_case: CaseRead, db_sessi
         "contact_fullname": case.assignee.individual.name,
         "contact_weblink": case.assignee.individual.weblink,
         "case_id": case.id,
-        "case_priority_new": case.case_priority.name,
-        "case_priority_old": previous_case.case_priority.name,
-        "case_severity_new": case.case_severity.name,
-        "case_severity_old": previous_case.case_severity.name,
+        "case_priority_new": case.case_priority,
+        "case_priority_old": previous_case.case_priority,
+        "case_severity_new": case.case_severity,
+        "case_severity_old": previous_case.case_severity,
         "case_status_new": case.status,
         "case_status_old": previous_case.status,
         "case_type_new": case.case_type.name,

src/dispatch/incident/messaging.py

@@ -453,10 +453,10 @@ def send_incident_update_notifications(
                 commander_fullname=incident.commander.individual.name,
                 commander_team=incident.commander.team,
                 commander_weblink=incident.commander.individual.weblink,
-                incident_priority_new=incident.incident_priority.name,
-                incident_priority_old=previous_incident.incident_priority.name,
-                incident_severity_new=incident.incident_severity.name,
-                incident_severity_old=previous_incident.incident_severity.name,
+                incident_priority_new=incident.incident_priority,
+                incident_priority_old=previous_incident.incident_priority,
+                incident_severity_new=incident.incident_severity,
+                incident_severity_old=previous_incident.incident_severity,
                 incident_status_new=incident.status,
                 incident_status_old=previous_incident.status,
                 incident_type_new=incident.incident_type.name,
@@ -487,10 +487,10 @@ def send_incident_update_notifications(
         "contact_fullname": incident.commander.individual.name,
         "contact_weblink": incident.commander.individual.weblink,
         "incident_id": incident.id,
-        "incident_priority_new": incident.incident_priority.name,
-        "incident_priority_old": previous_incident.incident_priority.name,
-        "incident_severity_new": incident.incident_severity.name,
-        "incident_severity_old": previous_incident.incident_severity.name,
+        "incident_priority_new": incident.incident_priority,
+        "incident_priority_old": previous_incident.incident_priority,
+        "incident_severity_new": incident.incident_severity,
+        "incident_severity_old": previous_incident.incident_severity,
         "incident_status_new": incident.status,
         "incident_status_old": previous_incident.status,
         "incident_type_new": incident.incident_type.name,

src/dispatch/messaging/strings.py

@@ -431,28 +431,9 @@ class MessageType(DispatchEnum):
 ONCALL_SHIFT_FEEDBACK_RECEIVED_DESCRIPTION = """
 We received your feedback for your shift that ended {{ shift_end_at }} UTC. Thank you!"""
 
-INCIDENT_STATUS_CHANGE_DESCRIPTION = """
-The incident status has been changed from {{ incident_status_old }} to {{ incident_status_new }}.""".replace(
-    "\n", " "
-).strip()
-
-INCIDENT_TYPE_CHANGE_DESCRIPTION = """
-The incident type has been changed from {{ incident_type_old }} to {{ incident_type_new }}.""".replace(
-    "\n", " "
-).strip()
-
-INCIDENT_SEVERITY_CHANGE_DESCRIPTION = """
-The incident severity has been changed from {{ incident_severity_old }} to {{ incident_severity_new }}.""".replace(
-    "\n", " "
-).strip()
-
-INCIDENT_PRIORITY_CHANGE_DESCRIPTION = """
-The incident priority has been changed from {{ incident_priority_old }} to {{ incident_priority_new }}.""".replace(
-    "\n", " "
-).strip()
 
 INCIDENT_NAME_WITH_ENGAGEMENT = {
-    "title": "{{name}} Incident Notification",
+    "title": ":rotating_light: {{name}} Incident Notification",
     "title_link": "{{ticket_weblink}}",
     "text": NOTIFICATION_PURPOSES_FYI,
     "buttons": [
@@ -488,7 +469,7 @@ class MessageType(DispatchEnum):
 }
 
 INCIDENT_NAME_WITH_ENGAGEMENT_NO_SELF_JOIN = {
-    "title": "{{name}} Incident Notification",
+    "title": ":rotating_light: {{name}} Incident Notification",
     "title_link": "{{ticket_weblink}}",
     "text": NOTIFICATION_PURPOSES_FYI,
     "buttons": [
@@ -501,13 +482,13 @@ class MessageType(DispatchEnum):
 }
 
 CASE_NAME = {
-    "title": "{{name}} Case Notification",
+    "title": ":briefcase: {{name}} Case Notification",
     "title_link": "{{ticket_weblink}}",
     "text": NOTIFICATION_PURPOSES_FYI,
 }
 
 CASE_NAME_WITH_ENGAGEMENT = {
-    "title": "{{name}} Case Notification",
+    "title": ":briefcase: {{name}} Case Notification",
     "title_link": "{{ticket_weblink}}",
     "text": NOTIFICATION_PURPOSES_FYI,
     "buttons": [
@@ -533,60 +514,32 @@ class MessageType(DispatchEnum):
 }
 
 CASE_NAME_WITH_ENGAGEMENT_NO_SELF_JOIN = {
-    "title": "{{name}} Case Notification",
+    "title": ":briefcase: {{name}} Case Notification",
     "title_link": "{{ticket_weblink}}",
     "text": NOTIFICATION_PURPOSES_FYI,
 }
 
-CASE_STATUS_CHANGE_DESCRIPTION = """
-The case status has been changed from {{ case_status_old }} to {{ case_status_new }}.""".replace(
-    "\n", " "
-).strip()
-
-CASE_TYPE_CHANGE_DESCRIPTION = """
-The case type has been changed from {{ case_type_old }} to {{ case_type_new }}.""".replace(
-    "\n", " "
-).strip()
-
-CASE_SEVERITY_CHANGE_DESCRIPTION = """
-The case severity has been changed from {{ case_severity_old }} to {{ case_severity_new }}.""".replace(
-    "\n", " "
-).strip()
-
-CASE_PRIORITY_CHANGE_DESCRIPTION = """
-The case priority has been changed from {{ case_priority_old }} to {{ case_priority_new }}.""".replace(
-    "\n", " "
-).strip()
-
-CASE_VISIBILITY_CHANGE_DESCRIPTION = """
-The case visibility has been changed from {{ case_visibility_old }} to {{ case_visibility_new }}.""".replace(
-    "\n", " "
-).strip()
 
 CASE_STATUS_CHANGE = {
-    "title": "Status Change",
-    "text": CASE_STATUS_CHANGE_DESCRIPTION,
+    "title": "*{% set status_emojis = {'Closed': ':white_check_mark:', 'New': ':new:', 'Triage': ':mag:', 'Stable': ':shield:', 'Escalated': ':arrow_up:'} %}{{ status_emojis.get(case_status_new, ':arrows_counterclockwise:') }} Status Change:* {{ case_status_old }} → {{ case_status_new }}",
 }
 
-CASE_TYPE_CHANGE = {"title": "Case Type Change", "text": CASE_TYPE_CHANGE_DESCRIPTION}
+CASE_TYPE_CHANGE = {"title": "*:label: Case Type Change:* {{ case_type_old }} → {{ case_type_new }}"}
 
 CASE_SEVERITY_CHANGE = {
-    "title": "Severity Change",
-    "text": CASE_SEVERITY_CHANGE_DESCRIPTION,
+    "title": "*{% if case_severity_old.view_order < case_severity_new.view_order %}:arrow_up:{% elif case_severity_old.view_order > case_severity_new.view_order %}:arrow_down:{% else %}:left_right_arrow:{% endif %} Severity Change:* {{ case_severity_old.name }} → {{ case_severity_new.name }}",
 }
 
 CASE_PRIORITY_CHANGE = {
-    "title": "Priority Change",
-    "text": CASE_PRIORITY_CHANGE_DESCRIPTION,
+    "title": "*{% if case_priority_old.view_order < case_priority_new.view_order %}:arrow_up:{% elif case_priority_old.view_order > case_priority_new.view_order %}:arrow_down:{% else %}:left_right_arrow:{% endif %} Priority Change:* {{ case_priority_old.name }} → {{ case_priority_new.name }}",
 }
 
 CASE_VISIBILITY_CHANGE = {
-    "title": "Visibility Change",
-    "text": CASE_VISIBILITY_CHANGE_DESCRIPTION,
+    "title": "*{% set visibility_emojis = {'Open': ':unlock:', 'Restricted': ':lock:'} %}{{ visibility_emojis.get(case_visibility_new, ':eye:') }} Visibility Change:* {{ case_visibility_old }} → {{ case_visibility_new }}",
 }
 
 INCIDENT_NAME = {
-    "title": "{{name}} Incident Notification",
+    "title": ":rotating_light: {{name}} Incident Notification",
     "title_link": "{{ticket_weblink}}",
     "text": NOTIFICATION_PURPOSES_FYI,
 }
@@ -599,9 +552,9 @@ class MessageType(DispatchEnum):
 
 INCIDENT_SUMMARY = {"title": "Summary", "text": "{{summary}}"}
 
-INCIDENT_TITLE = {"title": "Title", "text": "{{title}}"}
+INCIDENT_TITLE = {"title": "*:memo: Title:* {{title}}"}
 
-CASE_TITLE = {"title": "Title", "text": "{{title}}"}
+CASE_TITLE = {"title": "*:memo: Title:* {{title}}"}
 
 CASE_STATUS = {
     "title": "Status - {{status}}",
@@ -662,8 +615,7 @@ class MessageType(DispatchEnum):
 }
 
 INCIDENT_COMMANDER = {
-    "title": "Commander - {{commander_fullname}}, {{commander_team}}",
-    "title_link": "{{commander_weblink}}",
+    "title": ":firefighter: Commander: <{{commander_weblink}}|{{commander_fullname}}, {{commander_team}}>",
     "text": INCIDENT_COMMANDER_DESCRIPTION,
 }
 
@@ -710,20 +662,17 @@ class MessageType(DispatchEnum):
 }
 
 INCIDENT_STATUS_CHANGE = {
-    "title": "Status Change",
-    "text": INCIDENT_STATUS_CHANGE_DESCRIPTION,
+    "title": "*{% set status_emojis = {'Closed': ':white_check_mark:', 'Stable': ':shield:', 'Active': ':fire:'} %}{{ status_emojis.get(incident_status_new, ':arrows_counterclockwise:') }} Status Change:* {{ incident_status_old }} → {{ incident_status_new }}",
 }
 
-INCIDENT_TYPE_CHANGE = {"title": "Incident Type Change", "text": INCIDENT_TYPE_CHANGE_DESCRIPTION}
+INCIDENT_TYPE_CHANGE = {"title": "*:label: Incident Type Change:* {{ incident_type_old }} → {{ incident_type_new }}"}
 
 INCIDENT_SEVERITY_CHANGE = {
-    "title": "Severity Change",
-    "text": INCIDENT_SEVERITY_CHANGE_DESCRIPTION,
+    "title": "*{% if incident_severity_old.view_order < incident_severity_new.view_order %}:arrow_up:{% elif incident_severity_old.view_order > incident_severity_new.view_order %}:arrow_down:{% else %}:left_right_arrow:{% endif %} Severity Change:* {{ incident_severity_old.name }} → {{ incident_severity_new.name }}",
 }
 
 INCIDENT_PRIORITY_CHANGE = {
-    "title": "Priority Change",
-    "text": INCIDENT_PRIORITY_CHANGE_DESCRIPTION,
+    "title": "*{% if incident_priority_old.view_order < incident_priority_new.view_order %}:arrow_up:{% elif incident_priority_old.view_order > incident_priority_new.view_order %}:arrow_down:{% else %}:left_right_arrow:{% endif %} Priority Change:* {{ incident_priority_old.name }} → {{ incident_priority_new.name }}",
 }
 
 INCIDENT_PARTICIPANT_SUGGESTED_READING_ITEM = {
@@ -904,8 +853,7 @@ class MessageType(DispatchEnum):
 }
 
 CASE_ASSIGNEE = {
-    "title": "Assignee - {{assignee_fullname}}, {{assignee_team}}",
-    "title_link": "{{assignee_weblink}}",
+    "title": ":female-detective: Assignee: <{{assignee_weblink}}|{{assignee_fullname}}, {{assignee_team}}>",
     "text": CASE_ASSIGNEE_DESCRIPTION,
 }
 

src/dispatch/plugins/dispatch_slack/messaging.py

@@ -190,12 +190,18 @@ def build_unexpected_error_message(guid: str) -> str:
 def format_default_text(item: dict):
     """Creates the correct Slack text string based on the item context."""
     if item.get("title_link"):
-        return f"*<{item['title_link']}|{item['title']}>*\n{item['text']}"
+        text_part = f"\n{item['text']}" if item.get('text') else ""
+        return f"*<{item['title_link']}|{item['title']}>*{text_part}"
     if item.get("datetime"):
         return f"*{item['title']}*\n <!date^{int(item['datetime'].timestamp())}^ {{date}} | {item['datetime']}"
     if item.get("title"):
-        return f"*{item['title']}*\n{item['text']}"
-    return item["text"]
+        text_part = f"\n{item['text']}" if item.get('text') else ""
+        # Check if title already has formatting (contains asterisks)
+        if '*' in item['title']:
+            return f"{item['title']}{text_part}"
+        else:
+            return f"*{item['title']}*{text_part}"
+    return item.get("text", "")
 
 
 def default_notification(items: list):