[FIX] Agents (with user status offline & omni-status as available) no…

…t able to take or forward chat (#26575)

apps/meteor/app/livechat/server/config.ts

@@ -226,6 +226,7 @@ Meteor.startup(function () {
 			type: 'boolean',
 			group: 'Omnichannel',
 			i18nLabel: 'Accept_new_livechats_when_agent_is_idle',
+			public: true,
 			enableQuery: omnichannelEnabledQuery,
 		});
 

apps/meteor/app/livechat/server/lib/Helper.js

@@ -548,21 +548,6 @@ export const checkServiceStatus = ({ guest, agent }) => {
 	return users && users.count() > 0;
 };
 
-export const userCanTakeInquiry = (user) => {
-	check(
-		user,
-		Match.ObjectIncluding({
-			status: String,
-			statusLivechat: String,
-			roles: [String],
-		}),
-	);
-
-	const { roles, status, statusLivechat } = user;
-	// TODO: hasRole when the user has already been fetched from DB
-	return (status !== 'offline' && statusLivechat === 'available') || roles.includes('bot');
-};
-
 export const updateDepartmentAgents = (departmentId, agents, departmentEnabled) => {
 	check(departmentId, String);
 	check(

apps/meteor/app/livechat/server/methods/takeInquiry.js

@@ -3,7 +3,6 @@ import { Meteor } from 'meteor/meteor';
 import { hasPermission } from '../../../authorization';
 import { Users, LivechatInquiry } from '../../../models/server';
 import { RoutingManager } from '../lib/RoutingManager';
-import { userCanTakeInquiry } from '../lib/Helper';
 
 Meteor.methods({
 	'livechat:takeInquiry'(inquiryId, options) {
@@ -27,10 +26,10 @@ Meteor.methods({
 			});
 		}
 
-		const user = Users.findOneById(Meteor.userId(), {
+		const user = Users.findOneOnlineAgentById(Meteor.userId(), {
 			fields: { _id: 1, username: 1, roles: 1, status: 1, statusLivechat: 1 },
 		});
-		if (!userCanTakeInquiry(user)) {
+		if (!user) {
 			throw new Meteor.Error('error-agent-status-service-offline', 'Agent status is offline or Omnichannel service is not active', {
 				method: 'livechat:takeInquiry',
 			});

apps/meteor/client/components/Omnichannel/modals/ForwardChatModal.tsx

@@ -1,7 +1,7 @@
 import { IOmnichannelRoom } from '@rocket.chat/core-typings';
 import { Field, Button, TextAreaInput, Modal, Box, PaginatedSelectFiltered } from '@rocket.chat/fuselage';
 import { useDebouncedValue } from '@rocket.chat/fuselage-hooks';
-import { useEndpoint, useTranslation } from '@rocket.chat/ui-contexts';
+import { useEndpoint, useSetting, useTranslation } from '@rocket.chat/ui-contexts';
 import React, { ReactElement, useCallback, useEffect, useMemo, useState } from 'react';
 import { useForm } from 'react-hook-form';
 
@@ -23,6 +23,7 @@ const ForwardChatModal = ({
 }): ReactElement => {
 	const t = useTranslation();
 	const getUserData = useEndpoint('GET', '/v1/users.info');
+	const idleAgentsAllowedForForwarding = useSetting('Livechat_enabled_when_agent_idle') as boolean;
 
 	const { getValues, handleSubmit, register, setFocus, setValue, watch } = useForm();
 
@@ -43,7 +44,26 @@ const ForwardChatModal = ({
 	const hasDepartments = useMemo(() => departments && departments.length > 0, [departments]);
 
 	const _id = { $ne: room.servedBy?._id };
-	const conditions = { _id, status: { $ne: 'offline' }, statusLivechat: 'available' };
+	const conditions = {
+		_id,
+		...(!idleAgentsAllowedForForwarding && {
+			$or: [
+				{
+					status: {
+						$exists: true,
+						$ne: 'offline',
+					},
+					roles: {
+						$ne: 'bot',
+					},
+				},
+				{
+					roles: 'bot',
+				},
+			],
+		}),
+		statusLivechat: 'available',
+	};
 
 	const endReached = useCallback(
 		(start) => {

apps/meteor/tests/e2e/omnichannel-takeChat.spec.ts

@@ -0,0 +1,90 @@
+import { faker } from '@faker-js/faker';
+import type { Browser, Page } from '@playwright/test';
+
+import { test, expect } from './utils/test';
+import { OmnichannelLiveChat, HomeChannel } from './page-objects';
+
+const createAuxContext = async (browser: Browser, storageState: string): Promise<{ page: Page; poHomeChannel: HomeChannel }> => {
+	const page = await browser.newPage({ storageState });
+	const poHomeChannel = new HomeChannel(page);
+	await page.goto('/');
+	await page.locator('.main-content').waitFor();
+
+	return { page, poHomeChannel };
+};
+
+test.describe('omnichannel-takeChat', () => {
+	let poLiveChat: OmnichannelLiveChat;
+	let newVisitor: { email: string; name: string };
+
+	let agent: { page: Page; poHomeChannel: HomeChannel };
+
+	test.beforeAll(async ({ api, browser }) => {
+		// make "user-1" an agent and manager
+		let statusCode = (await api.post('/livechat/users/agent', { username: 'user1' })).status();
+		expect(statusCode).toBe(200);
+
+		// turn on manual selection routing
+		statusCode = (await api.post('/settings/Livechat_Routing_Method', { value: 'Manual_Selection' })).status();
+		expect(statusCode).toBe(200);
+
+		// turn off setting which allows offline agents to chat
+		statusCode = (await api.post('/settings/Livechat_enabled_when_agent_idle', { value: false })).status();
+		expect(statusCode).toBe(200);
+
+		agent = await createAuxContext(browser, 'user1-session.json');
+	});
+
+	test.beforeEach(async ({ page }) => {
+		// make "user-1" online
+		await agent.poHomeChannel.sidenav.switchStatus('online');
+
+		// start a new chat for each test
+		newVisitor = {
+			name: faker.name.firstName(),
+			email: faker.internet.email(),
+		};
+		poLiveChat = new OmnichannelLiveChat(page);
+		await page.goto('/livechat');
+		await poLiveChat.btnOpenLiveChat('R').click();
+		await poLiveChat.sendMessage(newVisitor, false);
+		await poLiveChat.onlineAgentMessage.type('this_a_test_message_from_user');
+		await poLiveChat.btnSendMessageToOnlineAgent.click();
+	});
+
+	test.afterAll(async ({ api }) => {
+		// turn off manual selection routing
+		let statusCode = (await api.post('/settings/Livechat_Routing_Method', { value: 'Auto_Selection' })).status();
+		expect(statusCode).toBe(200);
+
+		// turn on setting which allows offline agents to chat
+		statusCode = (await api.post('/settings/Livechat_enabled_when_agent_idle', { value: true })).status();
+		expect(statusCode).toBe(200);
+
+		// delete "user-1" from agents
+		statusCode = (await api.delete('/livechat/users/agent/user1')).status();
+		expect(statusCode).toBe(200);
+	});
+
+	test('expect "user1" to be able to take the chat from the queue', async () => {
+		await agent.poHomeChannel.sidenav.openQueuedOmnichannelChat(newVisitor.name);
+		await expect(agent.poHomeChannel.content.takeOmnichannelChatButton).toBeVisible();
+		await agent.poHomeChannel.content.takeOmnichannelChatButton.click();
+
+		await agent.poHomeChannel.sidenav.openChat(newVisitor.name);
+		await expect(agent.poHomeChannel.content.takeOmnichannelChatButton).not.toBeVisible();
+		await expect(agent.poHomeChannel.content.inputMessage).toBeVisible();
+	});
+
+	test('expect "user1" to not able able to take chat from queue in-case its user status is offline', async () => {
+		// make "user-1" offline
+		await agent.poHomeChannel.sidenav.switchStatus('offline');
+
+		await agent.poHomeChannel.sidenav.openQueuedOmnichannelChat(newVisitor.name);
+		await expect(agent.poHomeChannel.content.takeOmnichannelChatButton).toBeVisible();
+		await agent.poHomeChannel.content.takeOmnichannelChatButton.click();
+
+		// expect to see error message
+		await expect(agent.page.locator('text=Agent status is offline or Omnichannel service is not active')).toBeVisible();
+	});
+});

apps/meteor/tests/e2e/omnichannel-transfer-to-another-agents.spec.ts

@@ -13,54 +13,79 @@ const createAuxContext = async (browser: Browser, storageState: string): Promise
 	return { page, poHomeChannel };
 };
 
-test.describe('omnichannel-departments', () => {
+test.describe('omnichannel-transfer-to-another-agent', () => {
 	let poLiveChat: OmnichannelLiveChat;
-	let newUser: { email: string; name: string };
+	let newVisitor: { email: string; name: string };
 
 	let agent1: { page: Page; poHomeChannel: HomeChannel };
 	let agent2: { page: Page; poHomeChannel: HomeChannel };
 	test.beforeAll(async ({ api, browser }) => {
-		newUser = {
-			name: faker.name.firstName(),
-			email: faker.internet.email(),
-		};
-
 		// Set user user 1 as manager and agent
-		await api.post('/livechat/users/agent', { username: 'user1' });
-		await api.post('/livechat/users/manager', { username: 'user1' });
+		let statusCode = (await api.post('/livechat/users/agent', { username: 'user1' })).status();
+		expect(statusCode).toBe(200);
+		statusCode = (await api.post('/livechat/users/agent', { username: 'user2' })).status();
+		expect(statusCode).toBe(200);
+		statusCode = (await api.post('/livechat/users/manager', { username: 'user1' })).status();
+		expect(statusCode).toBe(200);
+
+		// turn off setting which allows offline agents to chat
+		statusCode = (await api.post('/settings/Livechat_enabled_when_agent_idle', { value: false })).status();
+		expect(statusCode).toBe(200);
+
 		agent1 = await createAuxContext(browser, 'user1-session.json');
+		agent2 = await createAuxContext(browser, 'user2-session.json');
 	});
 	test.beforeEach(async ({ page }) => {
+		// make "user-1" online & "user-2" offline so that chat can be automatically routed to "user-1"
+		await agent1.poHomeChannel.sidenav.switchStatus('online');
+		await agent2.poHomeChannel.sidenav.switchStatus('offline');
+
+		// start a new chat for each test
+		newVisitor = {
+			name: faker.name.firstName(),
+			email: faker.internet.email(),
+		};
 		poLiveChat = new OmnichannelLiveChat(page);
+		await page.goto('/livechat');
+		await poLiveChat.btnOpenLiveChat('R').click();
+		await poLiveChat.sendMessage(newVisitor, false);
+		await poLiveChat.onlineAgentMessage.type('this_a_test_message_from_visitor');
+		await poLiveChat.btnSendMessageToOnlineAgent.click();
 	});
 
 	test.afterAll(async ({ api }) => {
-		await api.delete('/livechat/users/agent/user1');
-		await api.delete('/livechat/users/manager/user1');
+		// delete "user-1" & "user-2" from agents & managers
+		let statusCode = (await api.delete('/livechat/users/agent/user1')).status();
+		expect(statusCode).toBe(200);
+		statusCode = (await api.delete('/livechat/users/manager/user1')).status();
+		expect(statusCode).toBe(200);
+		statusCode = (await api.delete('/livechat/users/agent/user2')).status();
+		expect(statusCode).toBe(200);
 
-		await api.delete('/livechat/users/agent/user2');
+		// turn on setting which allows offline agents to chat
+		statusCode = (await api.post('/settings/Livechat_enabled_when_agent_idle', { value: true })).status();
+		expect(statusCode).toBe(200);
 	});
 
-	test('Receiving a message from visitor', async ({ browser, api, page }) => {
-		await test.step('Expect send a message as a visitor', async () => {
-			await page.goto('/livechat');
-			await poLiveChat.btnOpenLiveChat('R').click();
-			await poLiveChat.sendMessage(newUser, false);
-			await poLiveChat.onlineAgentMessage.type('this_a_test_message_from_visitor');
-			await poLiveChat.btnSendMessageToOnlineAgent.click();
-			// Set user user 2 as agent
-		});
-
+	test('transfer omnichannel chat to another agent', async () => {
 		await test.step('Expect to have 1 omnichannel assigned to agent 1', async () => {
-			await agent1.poHomeChannel.sidenav.openChat(newUser.name);
+			await agent1.poHomeChannel.sidenav.openChat(newVisitor.name);
 		});
 
-		await test.step('Expect to connect as agent 2', async () => {
-			agent2 = await createAuxContext(browser, 'user2-session.json');
-			// TODO: We cannot assign a user as agent before, because now the agent can be assigned even offline, since we dont have endpoint to turn agent offline I'm doing this :x
-			await api.post('/livechat/users/agent', { username: 'user2' });
+		await test.step('Expect to not be able to transfer chat to "user-2" when that user is offline', async () => {
+			await agent2.poHomeChannel.sidenav.switchStatus('offline');
+
+			await agent1.poHomeChannel.content.btnForwardChat.click();
+			await agent1.poHomeChannel.content.inputModalAgentUserName.type('user2');
+			await expect(agent1.page.locator('text=Empty')).toBeVisible();
+
+			await agent1.page.goto('/');
 		});
-		await test.step('Expect to be able to transfer an omnichannel to conversation to agent 2 as agent 1', async () => {
+
+		await test.step('Expect to be able to transfer an omnichannel to conversation to agent 2 as agent 1 when agent 2 is online', async () => {
+			await agent2.poHomeChannel.sidenav.switchStatus('online');
+
+			await agent1.poHomeChannel.sidenav.openChat(newVisitor.name);
 			await agent1.poHomeChannel.content.btnForwardChat.click();
 			await agent1.poHomeChannel.content.inputModalAgentUserName.type('user2');
 			await agent1.page.locator('.rcx-option .rcx-option__wrapper >> text="user2"').click();
@@ -70,7 +95,7 @@ test.describe('omnichannel-departments', () => {
 		});
 
 		await test.step('Expect to have 1 omnichannel assigned to agent 2', async () => {
-			await agent2.poHomeChannel.sidenav.openChat(newUser.name);
+			await agent2.poHomeChannel.sidenav.openChat(newVisitor.name);
 		});
 	});
 });

apps/meteor/tests/e2e/page-objects/fragments/home-content.ts

@@ -152,4 +152,8 @@ export class HomeContent {
 		await this.page.locator('[data-qa-type="message"]').last().locator('[data-qa-type="message-action-menu"][data-qa-id="menu"]').waitFor();
 		await this.page.locator('[data-qa-type="message"]').last().locator('[data-qa-type="message-action-menu"][data-qa-id="menu"]').click();
 	}
+
+	get takeOmnichannelChatButton(): Locator {
+		return this.page.locator('button.rc-button >> text=Take it!');
+	}
 }

apps/meteor/tests/e2e/page-objects/fragments/home-sidenav.ts

@@ -36,12 +36,22 @@ export class HomeSidenav {
 		await this.page.locator('//li[@class="rcx-option"]//div[contains(text(), "My Account")]').click();
 	}
 
+	async switchStatus(status: 'offline' | 'online'): Promise<void> {
+		await this.page.locator('[data-qa="sidebar-avatar-button"]').click();
+		await this.page.locator(`//li[@class="rcx-option"]//div[contains(text(), "${status}")]`).click();
+	}
+
 	async openChat(name: string): Promise<void> {
 		await this.page.locator('[data-qa="sidebar-search"]').click();
 		await this.page.locator('[data-qa="sidebar-search-input"]').type(name);
 		await this.page.locator('[data-qa="sidebar-item-title"]', { hasText: name }).first().click();
 	}
 
+	// Note: this is a workaround for now since queued omnichannel chats are not searchable yet so we can't use openChat() :(
+	async openQueuedOmnichannelChat(name: string): Promise<void> {
+		await this.page.locator('[data-qa="sidebar-item-title"]', { hasText: name }).first().click();
+	}
+
 	async createPublicChannel(name: string) {
 		await this.openNewByLabel('Channel');
 		await this.checkboxPrivateChannel.click();

apps/meteor/tests/e2e/utils/apps/remove-app.ts

@@ -7,5 +7,5 @@ import { appsEndpoint } from './apps-data';
  */
 
 export const removeAppById = async (api: BaseTest['api'], id: string) => {
-	await api.delete(appsEndpoint(`/${id}`), '');
+	await api.delete(appsEndpoint(`/${id}`));
 };

apps/meteor/tests/e2e/utils/test.ts

@@ -62,16 +62,16 @@ export const test = baseTest.extend<BaseTest>({
 
 		await use({
 			get(uri: string, prefix = API_PREFIX) {
-				return request.get(BASE_API_URL + prefix + uri, { headers });
+				return request.get(BASE_URL + prefix + uri, { headers });
 			},
 			post(uri: string, data: AnyObj, prefix = API_PREFIX) {
 				return request.post(BASE_URL + prefix + uri, { headers, data });
 			},
 			put(uri: string, data: AnyObj, prefix = API_PREFIX) {
-				return request.put(BASE_API_URL + prefix + uri, { headers, data });
+				return request.put(BASE_URL + prefix + uri, { headers, data });
 			},
 			delete(uri: string, prefix = API_PREFIX) {
-				return request.delete(BASE_API_URL + prefix + uri, { headers });
+				return request.delete(BASE_URL + prefix + uri, { headers });
 			},
 		});
 	},