Inform Customer About Sample Top-up

[RasmusBurge-CG]

As a prod bio member,
I want the customer to be informed if their sample is re-queued for top-up,
So that we save staff resources and that we ensure that the customer is informed.

Clarification

I want an epp in LIMS that can push messages to Freshdesk, ensuring customers are informed whether their sample will be topped up or not. Since CG acts as the glue between applications, it would make sense for the communication to flow from LIMS via CG to Freshdesk. However, this does add complexity and might not align with best practices. If it’s not a good idea, feel free to close this issue.

Current Situation?
Currently, we often only message customers for high-priority cases. Expanding transparency to include all samples would have minimal downside—what does an extra message cost? In my view, the risk of confusion is low.

Work impact

Benefits

1. Transparency: Customers stay informed about their samples’ statuses.
2. Efficiency: Reduces the need to manually write messages.
3. Necessity for Raw Data Delivery: Transparency is almost essential here, as we deliver all available data, which can leave customers wondering if more data is to come (see GitHub Issue Improve the Delivery Message for RAW-DATA 🥩 #3949).
4. MicroSalt Use Case: Customers will know which samples are being topped up, reducing production workload.

Answer the following questions:

• Work around?
  • Yes, look at statusdb.
• How much time would be saved by implementing this feature on a weekly basis?
  • 1 hour.
• How many users are affected by this issue?
  • All prod members
• Are customers affected by this issue?
  • Yes, currently I would be confused if I ordered raw-data delivery.

Acceptance Criteria

• A message is sent to freshdesk if a sample is re-queued to the sequencing step in LIMS
  Suggested message:

The following sample(s) have been re-queued for an additional sequencing run:
- <My_fav_sample1>
- <My_fav_sample2> 

Best,
CG Automation

...

Notes

• Additional information.
• Dependencies.
• Related user stories.

[karlnyr]

Discussion

• We think that the customer should have a better status of their samples at https://clinical.scilifelab.se/samples
• Even if the customer has a better status we would still want to inform them about delayed samples
• The suggested solution is only a suggestion, it could probably be implemented in a plethora of ways, but the automation would be very nice!

Decision

• We want this feature implemented as it will be usable now and in the future