Merge pull request #815 from edx/bseverino/error-message-update

[MST-695] Update error message for proctored exams

CHANGELOG.rst

@@ -14,6 +14,12 @@ Change Log
 Unreleased
 ~~~~~~~~~~
 
+[3.7.13] - 2021-03-16
+~~~~~~~~~~~~~~~~~~~~~
+* Update proctored exam error message to remove statement that the user must restart their exam
+  from scratch, and include a proctoring escalation email rather than a link to support if
+  applicable.
+
 [3.7.12] - 2021-03-15
 ~~~~~~~~~~~~~~~~~~~~~
 * Update the onboarding status to take into account sections that are not accessible to the user

edx_proctoring/__init__.py

@@ -3,6 +3,6 @@
 """
 
 # Be sure to update the version number in edx_proctoring/package.json
-__version__ = '3.7.12'
+__version__ = '3.7.13'
 
 default_app_config = 'edx_proctoring.apps.EdxProctoringConfig'  # pylint: disable=invalid-name

edx_proctoring/api.py

@@ -1332,22 +1332,7 @@ def create_proctoring_attempt_status_email(user_id, exam_attempt_obj, course_nam
 
     # If the course has a proctoring escalation email set, use that rather than edX Support.
     # Currently only courses using Proctortrack will have this set.
-    proctoring_escalation_email = None
-    instructor_service = get_runtime_service('instructor')
-    if instructor_service:
-        try:
-            proctoring_escalation_email = instructor_service.get_proctoring_escalation_email(course_id)
-        except (InvalidKeyError, ObjectDoesNotExist):
-            log.warning(
-                'While creating proctoring status email for user_id={user_id} in exam_id={exam_id}, '
-                'could not retrieve proctoring escalation email with course_id={course_id}. Using '
-                'default contact URL.'.format(
-                    user_id=user_id,
-                    exam_id=exam_attempt_obj.proctored_exam.id,
-                    course_id=course_id,
-                )
-            )
-
+    proctoring_escalation_email = _get_proctoring_escalation_email(course_id)
     if proctoring_escalation_email:
         contact_url = 'mailto:{}'.format(proctoring_escalation_email)
         contact_url_text = proctoring_escalation_email
@@ -1398,6 +1383,24 @@ def _get_email_template_paths(template_name, backend):
     return [base_template]
 
 
+def _get_proctoring_escalation_email(course_id):
+    """
+    Returns the proctoring escalation email for a course as a string, if it exists,
+    otherwise returns None.
+    """
+    proctoring_escalation_email = None
+    instructor_service = get_runtime_service('instructor')
+    if instructor_service:
+        try:
+            proctoring_escalation_email = instructor_service.get_proctoring_escalation_email(course_id)
+        except (InvalidKeyError, ObjectDoesNotExist):
+            log.warning(
+                'Could not retrieve proctoring escalation email for course_id={course_id}. '
+                'Using default support contact URL instead.'.format(course_id=course_id)
+            )
+    return proctoring_escalation_email
+
+
 def reset_practice_exam(exam_id, user_id, requesting_user):
     """
     Resets a completed practice exam attempt back to the created state.
@@ -2137,6 +2140,7 @@ def _get_proctored_exam_context(exam, attempt, user_id, course_id, is_practice_e
         ) if attempt else '',
         'link_urls': settings.PROCTORING_SETTINGS.get('LINK_URLS', {}),
         'tech_support_email': settings.TECH_SUPPORT_EMAIL,
+        'proctoring_escalation_email': _get_proctoring_escalation_email(course_id),
         'exam_review_policy': _get_review_policy_by_exam_id(exam['id']),
         'backend_js_bundle': provider.get_javascript(),
         'provider_tech_support_email': provider.tech_support_email,

edx_proctoring/templates/proctored_exam/error.html

@@ -6,19 +6,21 @@ <h3>
     {% endblocktrans %}
   </h3>
 
-  <p>
-    {% blocktrans %}
-      A technical error has occurred with your proctored exam. Please
-      reach out to <a href="{{link_urls.contact_us}}" target="_blank">
-      edX Support</a> and your course team immediately for assistance.
-    {% endblocktrans %}
-  </p>
-  <p>
-    {% blocktrans %}
-      Once the error is resolved, you will need to restart the exam
-      and answer all questions again. If you have concerns about your
-      proctoring session results, please contact your course team.
-    {% endblocktrans %}
-  </p>
+<p>
+  {% if proctoring_escalation_email %}
+      {% blocktrans %}
+        A system error has occurred with your proctored exam. Please reach out to your course 
+        team at <a href="mailto:{{proctoring_escalation_email}}">{{proctoring_escalation_email}}</a> 
+        for assistance, and return to the exam once you receive further instructions.
+      {% endblocktrans %}
+  {% else %}
+      {% blocktrans %}
+        A system error has occurred with your proctored exam. Please reach out to 
+        <a href="{{link_urls.contact_us}}" target="_blank">{{platform_name}} Support</a> for 
+        assistance, and return to the exam once you receive further instructions.
+      {% endblocktrans %}
+  {% endif %}
+</p>
+
 </div>
 {% include 'proctored_exam/footer.html' %}

edx_proctoring/tests/test_student_view.py

@@ -67,7 +67,7 @@ def setUp(self):
         self.timed_exam_submitted_expired = 'The time allotted for this exam has expired. Your exam has been submitted'
         self.submitted_timed_exam_msg_with_due_date = 'After the due date has passed,'
         self.exam_time_expired_msg = 'You did not complete the exam in the allotted time'
-        self.exam_time_error_msg = 'A technical error has occurred with your proctored exam'
+        self.exam_time_error_msg = 'A system error has occurred with your proctored exam'
         self.chose_proctored_exam_msg = 'Set up and start your proctored exam'
         self.proctored_exam_optout_msg = 'Take this exam without proctoring'
         self.proctored_exam_completed_msg = 'Are you sure you want to end your proctored exam'

package.json

@@ -2,7 +2,7 @@
   "name": "@edx/edx-proctoring",
   "//": "Be sure to update the version number in edx_proctoring/__init__.py",
   "//": "Note that the version format is slightly different than that of the Python version when using prereleases.",
-  "version": "3.7.12",
+  "version": "3.7.13",
   "main": "edx_proctoring/static/index.js",
   "scripts":{
     "test":"gulp test"