[Bug]: resolving appeals forwarded to Legal Escalations don't seem to work for add-ons moderated entirely from Cinder

[ioanarusiczki]

What happened?

I've been reading phase1 of testing Cinder flows and this wasn't there so it might be in progress for now, it's what I tried with a DSA flow from rev tools into #15279

Similarly if I try a flow which goes entirely from Cinder such as:

1. report an add-on (regular add-on) and disable content from Dev Listings queue
2. developer sends an appeal and it lands into T&S Escalations queue
3. the appeal from T&S Escalations queue it's forwarded to Legal Escalations Queue
4. Here a decision to disable is picked (Illegal content or something with trademarks)
5. All the steps above but instead of a policy that disables , it's Ignore

resolved with mozilla trademark https://stage.cinder.nonprod.webservices.mozgcp.net/job/d439704f-b8e7-4cc6-9792-300eb5a361c8

https://reviewers.addons-dev.allizom.org/en-US/reviewers/review/635906
resolved with Ignore https://stage.cinder.nonprod.webservices.mozgcp.net/job/2d3664d3-67cd-4623-abd9-802612bc41bf

Or

1. A report is resolved from Dev Listings with Approve
2. Reporter sends the appeal
3. Reporter appeal from T&S Escalations is forwarded to Legal Escalations
4. Resolved from Legal with a policy that disabled
5. or Resolved from Legal with Ignore

https://reviewers.addons-dev.allizom.org/en-US/reviewers/review/635907
policy that disabled https://stage.cinder.nonprod.webservices.mozgcp.net/job/cfd24bb6-aabe-4acc-a040-32ffc2db36e0
Ignore policy https://stage.cinder.nonprod.webservices.mozgcp.net/job/a4f033d9-ac93-4ef7-b644-0cf05f1aecb0

What did you expect to happen?

None of the situations above resolve an appeal or send emails to reporters/developers

Is there an existing issue for this?

• I have searched the existing issues

┆Issue is synchronized with this Jira Task

[eviljeff]

@ioanarusiczki looks like this was due to the Cinder queue settings still using the old "Escalate to ..." policies, rather than the native Cinder escalation functionality. We've removed them now. Can you verify this bug still happens?

[ioanarusiczki]

There's
More actions -> Escalate
More actions -> Change queue

I tried with More actions -> Escalate all scenarios above and now they worked with one exception, the last one which would be

A report is resolved from Dev Listings with Approve
Reporter sends the appeal
Reporter appeal from T&S Escalations is forwarded to Legal Escalations
Resolved from Legal with Ignore

The ignore policy didn't send the email below but Uphold decision did (could be expected)

If I try this scenario with More actions -> Change queue the appeal from Legal Escalation does not have Uphold/adjust available
https://stage.cinder.nonprod.webservices.mozgcp.net/job/2108bba7-c4a7-4640-aa02-9551a65e7eec -> this is the only one I've tried from More Actions

So my questions is should all these scenarios also work with More actions -> Change queue ?

[eviljeff]

The ignore policy didn't send the email below but Uphold decision did (could be expected)

Conceptually you can't ignore an appeal - it must be either denied or approved. (But cinder doesn't allow the level of customization where you can have some policies existing for non-appeals but not for appeals)

If I try this scenario with More actions -> Change queue

This issue specified it was about forwarding, aka escalating, but I think you've found a bug in Cinder where the appeal is broken by the queue change

[ioanarusiczki]

Filed a followup #15380

[eviljeff]

Closing this issue as the original problem appears to be fixed (via a setting change in Cinder).