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[FIX] Livechat Agents & monitors not able to pick up chats from queue #24541

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murtaza98 wants to merge 2 commits into from
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[FIX] Livechat Agents & monitors not able to pick up chats from queue #24541

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[FIX] Livechat Agents & monitors not able to pick up chats from queue
murtaza98 Feb 18, 2022
e676c47
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murtaza98 Feb 18, 2022
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3 changes: 1 addition & 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 @@ -12,8 +12,7 @@ import { inquiryDataStream } from '../../lib/stream/inquiry';
Template.livechatReadOnly.helpers({
inquiryOpen() {
const inquiry = Template.instance().inquiry.get();
const room = Template.instance().room.get();
return (inquiry && inquiry.status === 'queued') || !room.servedBy;
return inquiry && inquiry.status === 'queued';
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@KevLehman KevLehman Feb 18, 2022

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I've gotta say: this works. this won't solve other room-related issues when some room props are updated (like room's name/visibility) but will solve our use case so we should be fine for now.

I'll create a task to address the bigger one.

},

roomOpen() {
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4 changes: 2 additions & 2 deletions app/livechat/lib/LivechatRoomType.js
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Expand Up @@ -100,7 +100,7 @@ export default class LivechatRoomType extends RoomTypeConfig {
}
}

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

getAvatarPath(roomData) {
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2 changes: 1 addition & 1 deletion app/livechat/server/methods/takeInquiry.js
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Expand Up @@ -25,7 +25,7 @@ Meteor.methods({
fields: { _id: 1, username: 1, roles: 1, status: 1, statusLivechat: 1 },
});
if (!userCanTakeInquiry(user)) {
throw new Meteor.Error('error-not-allowed', 'Not allowed', {
throw new Meteor.Error('error-not-allowed-due-to-offline', `Not allowed since user's status is offline`, {
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@KevLehman KevLehman Feb 18, 2022

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Is it true that the only reason for not being able to take the inquiry is because the user is offline? 👀

method: 'livechat:takeInquiry',
});
}
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19 changes: 18 additions & 1 deletion app/livechat/server/startup.js
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Expand Up @@ -3,7 +3,7 @@ import { Accounts } from 'meteor/accounts-base';
import { TAPi18n } from 'meteor/rocketchat:tap-i18n';

import { roomTypes } from '../../utils';
import { LivechatRooms } from '../../models';
import { LivechatRooms, LivechatInquiry } from '../../models/server';
import { callbacks } from '../../../lib/callbacks';
import { settings } from '../../settings/server';
import { LivechatAgentActivityMonitor } from './statistics/LivechatAgentActivityMonitor';
Expand Down Expand Up @@ -49,6 +49,23 @@ Meteor.startup(async () => {
'cant-join-room',
);

callbacks.add(
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@KevLehman KevLehman Feb 18, 2022

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Do this callback needs to be inside a Meteor.startup? Can be on its own ts file and imported on this one? 👀
Additionally, can you add this callback signature to the callback types? (on lib/callbacks.ts)

'beforeJoinRoom',
function (user, room) {
if (room.t === 'l' && !room.servedBy) {
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@KevLehman KevLehman Feb 18, 2022

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  1. You can use the isOmnichannelRoom function to check if the room is an omnichannel room.
  2. Change the sense of the if so that if the room is not livechat or the room is already assigned you return the user, so the code can be unnested

const inquiry = LivechatInquiry.findOneByRoomId(room._id);
if (!inquiry) {
throw new Meteor.Error('error-invalid-inquiry', `Error: No inquiry found connected to room with id: ${room._id}`);
}
Meteor.runAsUser(user._id, () => Meteor.call('livechat:takeInquiry', inquiry._id));
}

return user;
},
callbacks.priority.HIGH,
'auto-assign-managers-to-livechat-rooms-if-no-one-is-assigned-to-chat',
);

const monitor = new LivechatAgentActivityMonitor();

let TroubleshootDisableLivechatActivityMonitor;
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7 changes: 4 additions & 3 deletions packages/rocketchat-i18n/i18n/en.i18n.json
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Expand Up @@ -1752,6 +1752,7 @@
"error-no-agents-online-in-department": "No agents online in the department",
"error-no-message-for-unread": "There are no messages to mark unread",
"error-not-allowed": "Not allowed",
"error-not-allowed-due-to-offline": "Not allowed since user's status is offline",
"error-not-authorized": "Not authorized",
"error-office-hours-are-closed": "The office hours are closed.",
"error-password-in-history": "Entered password has been previously used",
Expand Down Expand Up @@ -2942,9 +2943,9 @@
"Message_HideType_ujt": "Hide \"User Joined Team\" messages",
"Message_HideType_ul": "Hide \"User Leave\" messages",
"Message_HideType_ult": "Hide \"User Left Team\" messages",
"Message_HideType_user_added_room_to_team": "Hide \"User Added Room to Team\" messages",
"Message_HideType_user_added_room_to_team": "Hide \"User Added Room to Team\" messages",
"Message_HideType_user_converted_to_channel": "Hide \"User converted team to a Channel\" messages",
"Message_HideType_user_converted_to_team": "Hide \"User converted channel to a Team\" messages",
"Message_HideType_user_converted_to_team": "Hide \"User converted channel to a Team\" messages",
"Message_HideType_user_deleted_room_from_team": "Hide \"User deleted room from Team\" messages",
"Message_HideType_user_removed_room_from_team": "Hide \"User removed room from Team\" messages",
"Message_HideType_ut": "Hide \"User Joined Conversation\" messages",
Expand Down Expand Up @@ -4875,4 +4876,4 @@
"onboarding.form.standaloneServerForm.servicesUnavailable": "Some of the services will be unavailable or will require manual setup",
"onboarding.form.standaloneServerForm.publishOwnApp": "In order to send push notitications you need to compile and publish your own app to Google Play and App Store",
"onboarding.form.standaloneServerForm.manuallyIntegrate": "Need to manually integrate with external services"
}
}