[CRITICAL] Make all chats visible in New Supportal with all Add_Comment actions redacted

[VictoriaExpensify]

Background
Concierge Responders use New Supportal to provide customer support and troubleshooting; our Sales team also uses it to give demos and onboard customers. Because of that, it's important these teams can see the information needed to support customers.

Problem
We redacted New Expensify chats from view in Supportal earlier in the year in order to protect our customers privacy. In doing so, some of the information needed to successfully troubleshoot and demo to customers has also been revoked.

Solution
As discussed here, we want to update New Expensify chat visibility in Supportal to allow the following:

• Make all will make all chat previews visible in the LHN, regardless of type
• When a chat is clicked into, the message content will be redacted but relevant information, such as expenses and actions taken (e.g something being approved or exported) will be visible
• The #admins channels will be visible in their entirety as they contain an audit-trail for the Workspace which is required for troubleshooting

[melvin-bot]

Triggered auto assignment to @muttmuure (Bug), see https://stackoverflow.com/c/expensify/questions/14418 for more details. Please add this bug to a GH project, as outlined in the SO.

[melvin-bot]

Triggered auto assignment to @blimpich (AutoAssignerNewDotQuality)

[melvin-bot]

Current assignee @muttmuure is eligible for the NewFeature assigner, not assigning anyone new.

[VictoriaExpensify]

This should be a New Feature, not a Bug

[marcaaron]

Is this issue still necessary if we stop redacting the chats themselves and start redacting the messages instead? 🤔

[VictoriaExpensify]

I think so @marcaaron , because the chats still need to be visible in the LHN for us to redact the messages. At the moment, they are not. Having redacted messages isn't going to be helpful if we can't see the chats in the first place. Here's an example:

Supportal:

Actual account:

[VictoriaExpensify]

Posted a few questions to #Retain for discussion, these are the agreed outcomes on how the design should look:

Since the chat previews show a preview of the actual chat, how should this look if it’s redacted?
We should show either "Redacted" or "XXXX" to show where the redacted information was e.g.:

When the chat is clicked into, what should we see in place of the redacted messages?
Same as above, we should show "Redacted" or "XXXX" e.g.:

What “relevant” information should be included?
To start, we should redact any ADD_COMMENT actions and show anything that is not an ADD_COMMENT action

@marcaaron - is this enough information to help you get started on this? Let me know if there's any other info that would be useful

[marcaaron]

Yes, looks good. Let's update the Issue description with the new details? I can get started on this tomorrow.

[marcaaron]

Made some progress on this one today. We are returning these messages via various different paths... it could take some time to track down all of it. e.g. the search APIs also return some reports with chats. some of it resides in Auth and some of it in Web AFAICT.

[VictoriaExpensify]

If there is anything I can do to help with the hunt, let me know @marcaaron

[marcaaron]

Almost wrapped on this one. Seems like ReconnectApp and pusher updates are not accessible by supportal so no need to worry about these flows.

[marcaaron]

Put this into review today.

[melvin-bot]

This issue has not been updated in over 15 days. @marcaaron, @muttmuure eroding to Monthly issue.

P.S. Is everyone reading this sure this is really a near-term priority? Be brave: if you disagree, go ahead and close it out. If someone disagrees, they'll reopen it, and if they don't: one less thing to do!

[mallenexpensify]

@marcaaron where are we at here? Asking cuz the below is held on this

• [HOLD #51221] Update New Supportal to differentiate between information that has been intentionally redacted from view and buggy behaviour #51449

[VictoriaExpensify]

We're all wrapped up here! Wrap up post is here