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Fix Closed chats doesn't shows who picked the call #22368

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Merged
renatobecker merged 10 commits into from
Jun 18, 2021
Merged

Fix Closed chats doesn't shows who picked the call #22368

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60ecca2
Fix Closed chats doesn't shows who picked the call
murtaza98 Jun 15, 2021
0033281
remove all subscriptions of a room once the chat is forwarded or move…
murtaza98 Jun 16, 2021
a56e32a
Show 'Take It' button if the room does not have the serving agent
murtaza98 Jun 16, 2021
662040c
remove unncessary condition
murtaza98 Jun 16, 2021
a0625ba
update conditions
murtaza98 Jun 16, 2021
618cb7f
apply suggestions from code review
murtaza98 Jun 17, 2021
a85c120
Apply suggestions from code review
murtaza98 Jun 17, 2021
48304f5
convert Subscriptions.insertOrUpsert to Subscriptions.insert
murtaza98 Jun 18, 2021
5cc2bc5
Improve condition
murtaza98 Jun 18, 2021
d384117
Merge branch 'omnichannel/prioritized-issues' of github.com:RocketCha…
tiagoevanp Jun 18, 2021
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26 changes: 12 additions & 14 deletions app/livechat/client/views/app/livechatReadOnly.html
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Original file line number Diff line number Diff line change
@@ -1,23 +1,21 @@
<template name="livechatReadOnly">
{{#if roomOpen}}
{{#if showPreview}}
{{#if isPreparing}}
{{> loading}}
{{#if isPreparing}}
{{> loading}}
{{else}}
{{#if isOnHold}}
<div class="rc-message-box__join">
{{{_ "chat_on_hold_due_to_inactivity"}}}
<button class="rc-button rc-button--primary rc-button--small rc-message-box__resume-it-button js-resume-it">{{_ "Resume"}}</button>
</div>
{{else}}
{{#if isOnHold}}
{{#if inquiryOpen}}
<div class="rc-message-box__join">
{{{_ "chat_on_hold_due_to_inactivity"}}}
<button class="rc-button rc-button--primary rc-button--small rc-message-box__resume-it-button js-resume-it">{{_ "Resume"}}</button>
{{{_ "you_are_in_preview_mode_of_incoming_livechat"}}}
<button class="rc-button rc-button--primary rc-button--small rc-message-box__take-it-button js-take-it">{{_ "Take_it"}}</button>
</div>
{{else}}
{{#if inquiryOpen}}
<div class="rc-message-box__join">
{{{_ "you_are_in_preview_mode_of_incoming_livechat"}}}
<button class="rc-button rc-button--primary rc-button--small rc-message-box__take-it-button js-take-it">{{_ "Take_it"}}</button>
</div>
{{else}}
{{_ "room_is_read_only"}}
{{/if}}
{{_ "room_is_read_only"}}
{{/if}}
{{/if}}
{{/if}}
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5 changes: 3 additions & 2 deletions app/livechat/client/views/app/livechatReadOnly.js
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Original file line number Diff line number Diff line change
Expand Up @@ -12,7 +12,8 @@ import { inquiryDataStream } from '../../lib/stream/inquiry';
Template.livechatReadOnly.helpers({
inquiryOpen() {
const inquiry = Template.instance().inquiry.get();
return inquiry && inquiry.status === 'queued';
const room = Template.instance().room.get();
return (inquiry && inquiry.status === 'queued') || !room.servedBy;
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@KevLehman KevLehman Dec 16, 2021 •
edited
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Hey Murtaza, I know this is an old PR, but, would you mind explaining me this change? 👀

I just want to know what's fixing, since I'm looking at a related issue and wanted to understand why this was needed

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@murtaza98 murtaza98 Dec 17, 2021

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Hey, @KevLehman This change was needed to ensure that we show the Take It button on the chat if there are no agents assigned to a chat yet.
Before this change, we were only showing that button if the "Manual Selection" algorithm was on. However, we ran into a situation (on servers running other algorithms than manual) where LiveChat managers were using the "Current Chats" panel to send messages to unassigned chats - this resulted in chats that were actually answered but not assigned to any agents - since the manually answered those chats and didn't get the routing algorithm involved.

Hence we added a new rule here where we decided that if any manager wants to answer an unassigned chat, then they'd first have to "Take it" ..... Hence I added this new condition here - !room.servedBy.

Let me know if you need any further help with this 😄

},

roomOpen() {
Expand Down Expand Up @@ -88,7 +89,7 @@ Template.livechatReadOnly.onCreated(function() {

this.autorun(() => this.loadInquiry(this.rid));
this.autorun(() => {
this.room.set(ChatRoom.findOne({ _id: Template.currentData().rid }, { fields: { open: 1 } }));
this.room.set(ChatRoom.findOne({ _id: Template.currentData().rid }, { fields: { open: 1, servedBy: 1 } }));
});
});

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4 changes: 2 additions & 2 deletions app/livechat/lib/LivechatRoomType.js
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Original file line number Diff line number Diff line change
Expand Up @@ -100,7 +100,7 @@ export default class LivechatRoomType extends RoomTypeConfig {
}
}

readOnly(rid, user) {
readOnly(rid) {
const room = ChatRoom.findOne({ _id: rid }, { fields: { open: 1, servedBy: 1 } });
if (!room || !room.open) {
return true;
Expand All @@ -111,7 +111,7 @@ export default class LivechatRoomType extends RoomTypeConfig {
return true;
}

return (!room.servedBy || room.servedBy._id !== user._id) && !hasPermission('view-livechat-rooms');
return !room.servedBy;
}

getAvatarPath(roomData) {
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9 changes: 7 additions & 2 deletions app/livechat/server/lib/Helper.js
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Original file line number Diff line number Diff line change
Expand Up @@ -122,6 +122,11 @@ export const createLivechatSubscription = (rid, name, guest, agent, department)
username: String,
}));

const existingSubscription = Subscriptions.findOneByRoomIdAndUserId(rid, agent.agentId);
if (existingSubscription?._id) {
return existingSubscription;
}

const { _id, username, token, status = 'online' } = guest;

const subscriptionData = {
Expand Down Expand Up @@ -306,7 +311,7 @@ export const forwardRoomToAgent = async (room, transferData) => {
const { servedBy } = roomTaken;
if (servedBy) {
if (oldServedBy && servedBy._id !== oldServedBy._id) {
removeAgentFromSubscription(rid, oldServedBy);
RoutingManager.removeAllRoomSubscriptions(room, servedBy);
}
Messages.createUserJoinWithRoomIdAndUser(rid, { _id: servedBy._id, username: servedBy.username });

Expand Down Expand Up @@ -393,7 +398,7 @@ export const forwardRoomToDepartment = async (room, guest, transferData) => {

Livechat.saveTransferHistory(room, transferData);
if (oldServedBy) {
removeAgentFromSubscription(rid, oldServedBy);
RoutingManager.removeAllRoomSubscriptions(room, servedBy);
}
if (!chatQueued && servedBy) {
Messages.createUserJoinWithRoomIdAndUser(rid, servedBy);
Expand Down
14 changes: 13 additions & 1 deletion app/livechat/server/lib/RoutingManager.js
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Original file line number Diff line number Diff line change
Expand Up @@ -101,8 +101,8 @@ export const RoutingManager = {
const { servedBy } = room;

if (servedBy) {
removeAgentFromSubscription(rid, servedBy);
LivechatRooms.removeAgentByRoomId(rid);
this.removeAllRoomSubscriptions(room);
dispatchAgentDelegated(rid, null);
}

Expand Down Expand Up @@ -170,6 +170,18 @@ export const RoutingManager = {
dispatchInquiryQueued(inquiry, defaultAgent);
return defaultAgent;
},

removeAllRoomSubscriptions(room, ignoreUser) {
const { _id: roomId } = room;

const subscriptions = Subscriptions.findByRoomId(roomId).fetch();
subscriptions?.forEach(({ u }) => {
if (ignoreUser && ignoreUser._id === u._id) {
return;
}
removeAgentFromSubscription(roomId, u);
});
},
};

settings.get('Livechat_Routing_Method', function(key, value) {
Expand Down