Background

Currently, after a user selects an incident category in the Incident Reporting System (IRS) and clicks Continue, they are directed to a generic support page. This approach limits the ability to provide targeted information and guidance relevant to the specific issue the user is experiencing.

To improve clarity and usefulness, each incident category will now open a dedicated support page with tailored information. These pages will include a mix of default copy and customizable sections (editable via community configuration) allowing communities to adapt the content to their specific needs while maintaining consistency and compliance.

User stories

• As a user looking to get help with a harmful incident I want to get information about the help resources available that are personalized according to the issue I’m experiencing.
• As an admin/functionary I want to be able to customize the help page that is presented to reporters according to the incident they’re experiencing and the policies of my wiki.
• As an admin/functionary I want to be able to customize different formats (links, text) from CommunityConfig so that I can present the right information to the user looking for help.

Requirements

• When a user selects an incident category and clicks Continue, the system must open a support page corresponding to the selected category.
• Each support page must contain three content types:
  • Default copy
  • Mandatory sections - non-editable text blocks
  • Customizable sections - editable via CommunityConfig, allowing local communities to add or modify support information

Designs

Proposed copy (WMF doc)
Figma file

Acceptance criteria

• TBD