Skip to content
New issue

Have a question about this project? Sign up for a free GitHub account to open an issue and contact its maintainers and the community.

Sign up for GitHub

By clicking “Sign up for GitHub”, you agree to our terms of service and privacy statement. We’ll occasionally send you account related emails.

Already on GitHub? Sign in to your account

[FIX] Agents (with user status offline & omni-status as available) not able to take or forward chat #26575

Merged
merged 12 commits into from
Aug 23, 2022
Merged

[FIX] Agents (with user status offline & omni-status as available) not able to take or forward chat #26575

Show file tree
Hide file tree
Changes from 3 commits
Commits
Show all changes
12 commits
Select commit Hold shift + click to select a range
a1ab7a8
[FIX] Agents (with user status offline & omni-status as available) no…
murtaza98 Aug 16, 2022
df945d5
Fix offline not agents not shown in the forwarding modal even when th…
murtaza98 Aug 16, 2022
2f59e32
oops... missed committing this change :(
murtaza98 Aug 16, 2022
7c2a6fe
Merge branch 'develop' into omni/offline-agents-allowed-1
KevLehman Aug 18, 2022
9cf41c7
Add tests to cover manual take-it chat feature
murtaza98 Aug 19, 2022
ff8deb1
Merge branch 'omni/offline-agents-allowed-1' of https://github.com/Ro…
murtaza98 Aug 19, 2022
880067a
Merge branch 'develop' into omni/offline-agents-allowed-1
murtaza98 Aug 19, 2022
7e3610c
fix tests
murtaza98 Aug 19, 2022
f5e43ba
Dear builds...Please pass this time 🥺️
murtaza98 Aug 19, 2022
dda3e5c
CRS: Improve "transfer agent" test case to verify if agents aren't al…
murtaza98 Aug 19, 2022
924ff1a
Merge branch 'develop' into omni/offline-agents-allowed-1
KevLehman Aug 22, 2022
c5c9f8d
Merge branch 'develop' into omni/offline-agents-allowed-1
kodiakhq[bot] Aug 23, 2022
File filter

Filter by extension

Filter by extension
Conversations
Failed to load comments.
Loading
Jump to
Jump to file
Failed to load files.
Loading
Diff view
Diff view
1 change: 1 addition & 0 deletions apps/meteor/app/livechat/server/config.ts
View file
Open in desktop
Original file line number Diff line number Diff line change
Expand Up @@ -226,6 +226,7 @@ Meteor.startup(function () {
type: 'boolean',
group: 'Omnichannel',
i18nLabel: 'Accept_new_livechats_when_agent_is_idle',
public: true,
enableQuery: omnichannelEnabledQuery,
});

Expand Down
15 changes: 0 additions & 15 deletions apps/meteor/app/livechat/server/lib/Helper.js
View file
Open in desktop
Original file line number Diff line number Diff line change
Expand Up @@ -562,21 +562,6 @@ 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(
Expand Down
5 changes: 2 additions & 3 deletions apps/meteor/app/livechat/server/methods/takeInquiry.js
View file
Open in desktop
Original file line number Diff line number Diff line change
Expand Up @@ -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) {
Expand All @@ -21,10 +20,10 @@ 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',
});
Expand Down
24 changes: 22 additions & 2 deletions apps/meteor/client/components/Omnichannel/modals/ForwardChatModal.tsx
View file
Open in desktop
Original file line number Diff line number Diff line change
@@ -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';

Expand All @@ -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();

Expand All @@ -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) => {
Expand Down