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fix: Missing notifiers for priorities & some inquiry changes #36449

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Merged
ggazzo merged 2 commits into from
Jul 18, 2025
Merged

fix: Missing notifiers for priorities & some inquiry changes #36449

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1606dfb
more notifiers
KevLehman Jul 16, 2025
acd141d
Create sweet-dingos-decide.md
KevLehman Jul 16, 2025
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7 changes: 7 additions & 0 deletions .changeset/sweet-dingos-decide.md
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@@ -0,0 +1,7 @@
---
"@rocket.chat/meteor": patch
"@rocket.chat/model-typings": patch
"@rocket.chat/models": patch
---

Fixes priorities, sla changes & inquiries not being propagated when change streams were not being used
30 changes: 22 additions & 8 deletions apps/meteor/app/lib/server/lib/notifyListener.ts
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Expand Up @@ -250,17 +250,24 @@ export const notifyOnLivechatInquiryChanged = withDbWatcherCheck(

export const notifyOnLivechatInquiryChangedById = withDbWatcherCheck(
async (
id: ILivechatInquiryRecord['_id'],
ids: ILivechatInquiryRecord['_id'] | ILivechatInquiryRecord['_id'][],
clientAction: ClientAction = 'updated',
diff?: Partial<Record<keyof ILivechatInquiryRecord, unknown> & { queuedAt: unknown; takenAt: unknown }>,
): Promise<void> => {
const inquiry = clientAction === 'removed' ? await LivechatInquiry.trashFindOneById(id) : await LivechatInquiry.findOneById(id);
const eligibleIds = Array.isArray(ids) ? ids : [ids];

if (!inquiry) {
const items =
clientAction === 'removed'
? LivechatInquiry.trashFind({ _id: { $in: eligibleIds } })
: LivechatInquiry.find({ _id: { $in: eligibleIds } });

if (!items) {
return;
}

void api.broadcast('watch.inquiries', { clientAction, inquiry, diff });
for await (const inquiry of items) {
void api.broadcast('watch.inquiries', { clientAction, inquiry, diff });
}
},
);

Expand All @@ -280,17 +287,24 @@ export const notifyOnLivechatInquiryChangedByVisitorIds = withDbWatcherCheck(

export const notifyOnLivechatInquiryChangedByRoom = withDbWatcherCheck(
async (
rid: ILivechatInquiryRecord['rid'],
rids: ILivechatInquiryRecord['rid'] | ILivechatInquiryRecord['rid'][],
clientAction: ClientAction = 'updated',
diff?: Partial<Record<keyof ILivechatInquiryRecord, unknown> & { queuedAt: unknown; takenAt: unknown }>,
): Promise<void> => {
const inquiry = await LivechatInquiry.findOneByRoomId(rid, {});
const eligibleIds = Array.isArray(rids) ? rids : [rids];

if (!inquiry) {
const items =
clientAction === 'removed'
? LivechatInquiry.trashFind({ rid: { $in: eligibleIds } })
: LivechatInquiry.find({ rid: { $in: eligibleIds } });

if (!items) {
return;
}

void api.broadcast('watch.inquiries', { clientAction, inquiry, diff });
for await (const inquiry of items) {
void api.broadcast('watch.inquiries', { clientAction, inquiry, diff });
}
},
);

Expand Down
8 changes: 8 additions & 0 deletions apps/meteor/app/livechat/server/lib/Helper.ts
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Expand Up @@ -55,6 +55,8 @@ import {
notifyOnSubscriptionChangedById,
notifyOnSubscriptionChangedByRoomId,
notifyOnSubscriptionChanged,
notifyOnRoomChangedById,
notifyOnLivechatInquiryChangedByRoom,
} from '../../../lib/server/lib/notifyListener';
import { settings } from '../../../settings/server';

Expand Down Expand Up @@ -555,6 +557,12 @@ export const updateChatDepartment = async ({
Subscriptions.changeDepartmentByRoomId(rid, newDepartmentId),
]);

if (responses[0].modifiedCount) {
void notifyOnRoomChangedById(rid);
}
if (responses[1].modifiedCount) {
void notifyOnLivechatInquiryChangedByRoom(rid);
}
if (responses[2].modifiedCount) {
void notifyOnSubscriptionChangedByRoomId(rid);
}
Expand Down
5 changes: 5 additions & 0 deletions apps/meteor/app/livechat/server/lib/closeRoom.ts
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Expand Up @@ -12,6 +12,7 @@ import { callbacks } from '../../../../lib/callbacks';
import { client, shouldRetryTransaction } from '../../../../server/database/utils';
import {
notifyOnLivechatInquiryChanged,
notifyOnRoomChanged,
notifyOnRoomChangedById,
notifyOnSubscriptionChanged,
} from '../../../lib/server/lib/notifyListener';
Expand Down Expand Up @@ -179,6 +180,9 @@ async function doCloseRoom(
if (!params.forceClose && removedInquiry && removedInquiry.deletedCount !== 1) {
throw new Error('Error removing inquiry');
}
if (removedInquiry.deletedCount) {
void notifyOnLivechatInquiryChanged(inquiry!, 'removed');
}

const updatedRoom = await LivechatRooms.closeRoomById(rid, closeData, { session });
if (!params.forceClose && (!updatedRoom || updatedRoom.modifiedCount !== 1)) {
Expand Down Expand Up @@ -207,6 +211,7 @@ async function doCloseRoom(
throw new Error('Error: Room not found');
}

void notifyOnRoomChanged(newRoom, 'updated');
return { room: newRoom, closedBy: closeData.closedBy, removedInquiry: inquiry };
}

Expand Down
4 changes: 4 additions & 0 deletions apps/meteor/app/livechat/server/lib/rooms.ts
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Expand Up @@ -37,6 +37,7 @@ import {
notifyOnRoomChangedById,
notifyOnLivechatInquiryChanged,
notifyOnSubscriptionChanged,
notifyOnRoomChanged,
} from '../../../lib/server/lib/notifyListener';
import { settings } from '../../../settings/server';
import { i18n } from '../../../utils/lib/i18n';
Expand Down Expand Up @@ -278,6 +279,9 @@ export async function removeOmnichannelRoom(rid: string) {
if (result[3]?.status === 'fulfilled' && result[3].value?.deletedCount && inquiry) {
void notifyOnLivechatInquiryChanged(inquiry, 'removed');
}
if (result[4]?.status === 'fulfilled' && result[4].value?.deletedCount) {
void notifyOnRoomChanged(room, 'removed');
}

for (const r of result) {
if (r.status === 'rejected') {
Expand Down
1 change: 1 addition & 0 deletions apps/meteor/app/livechat/server/roomAccessValidator.compatibility.ts
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Expand Up @@ -68,6 +68,7 @@ export const validators: OmnichannelRoomAccessValidator[] = [
],
};

// TODO: findone filtering if the inquiry is queued instead of checking here
const inquiry = await LivechatInquiry.findOne(filter, { projection: { status: 1 } });
return inquiry && inquiry.status === 'queued';
},
Expand Down
15 changes: 12 additions & 3 deletions apps/meteor/ee/app/livechat-enterprise/server/api/lib/priorities.ts
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Expand Up @@ -5,6 +5,7 @@ import type { PaginatedResult } from '@rocket.chat/rest-typings';
import { escapeRegExp } from '@rocket.chat/string-helpers';
import type { FindOptions } from 'mongodb';

import { notifyOnLivechatInquiryChangedByRoom, notifyOnRoomChanged } from '../../../../../../app/lib/server/lib/notifyListener';
import { logger } from '../../lib/logger';

type FindPriorityParams = {
Expand All @@ -24,7 +25,7 @@ export async function findPriority({
...(text && { $or: [{ name: new RegExp(escapeRegExp(text), 'i') }, { description: new RegExp(escapeRegExp(text), 'i') }] }),
};

const { cursor, totalCount } = await LivechatPriority.findPaginated(query, {
const { cursor, totalCount } = LivechatPriority.findPaginated(query, {
sort: sort || { name: 1 },
skip: offset,
limit: count,
Expand Down Expand Up @@ -64,7 +65,7 @@ export const updateRoomPriority = async (
user: Required<Pick<IUser, '_id' | 'username' | 'name'>>,
priorityId: string,
): Promise<void> => {
const room = await LivechatRooms.findOneById(rid, { projection: { _id: 1 } });
const room = await LivechatRooms.findOneById(rid);
if (!room) {
throw new Error('error-room-does-not-exist');
}
Expand All @@ -79,10 +80,15 @@ export const updateRoomPriority = async (
LivechatInquiry.setPriorityForRoom(rid, priority),
addPriorityChangeHistoryToRoom(room._id, user, priority),
]);

void notifyOnRoomChanged({ ...room, priorityId: priority._id, priorityWeight: priority.sortItem }, 'updated');
void notifyOnLivechatInquiryChangedByRoom(rid, 'updated');
};

export const removePriorityFromRoom = async (rid: string, user: Required<Pick<IUser, '_id' | 'username' | 'name'>>): Promise<void> => {
const room = await LivechatRooms.findOneById<Pick<IOmnichannelRoom, '_id'>>(rid, { projection: { _id: 1 } });
const room = await LivechatRooms.findOneById<Omit<IOmnichannelRoom, 'priorityId' | 'priorityWeight'>>(rid, {
projection: { priorityId: 0, priorityWeight: 0 },
});
if (!room) {
throw new Error('error-room-does-not-exist');
}
Expand All @@ -92,6 +98,9 @@ export const removePriorityFromRoom = async (rid: string, user: Required<Pick<IU
LivechatInquiry.unsetPriorityForRoom(rid),
addPriorityChangeHistoryToRoom(rid, user),
]);

void notifyOnRoomChanged(room, 'updated');
void notifyOnLivechatInquiryChangedByRoom(rid, 'updated');
};

const addPriorityChangeHistoryToRoom = async (
Expand Down
2 changes: 1 addition & 1 deletion apps/meteor/ee/app/livechat-enterprise/server/api/lib/sla.ts
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Expand Up @@ -29,7 +29,7 @@ export async function findSLA({
...(text && { $or: [{ name: new RegExp(escapeRegExp(text), 'i') }, { description: new RegExp(escapeRegExp(text), 'i') }] }),
};

const { cursor, totalCount } = await OmnichannelServiceLevelAgreements.findPaginated(query, {
const { cursor, totalCount } = OmnichannelServiceLevelAgreements.findPaginated(query, {
sort: sort || { name: 1 },
skip: offset,
limit: count,
Expand Down
4 changes: 3 additions & 1 deletion apps/meteor/ee/app/livechat-enterprise/server/hooks/beforeRoutingChat.ts
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@@ -1,7 +1,7 @@
import type { ILivechatInquiryRecord, SelectedAgent, ILivechatDepartment } from '@rocket.chat/core-typings';
import { LivechatDepartment, LivechatInquiry, LivechatRooms } from '@rocket.chat/models';

import { notifyOnLivechatInquiryChanged } from '../../../../../app/lib/server/lib/notifyListener';
import { notifyOnLivechatInquiryChanged, notifyOnRoomChangedById } from '../../../../../app/lib/server/lib/notifyListener';
import { allowAgentSkipQueue } from '../../../../../app/livechat/server/lib/Helper';
import { saveQueueInquiry } from '../../../../../app/livechat/server/lib/QueueManager';
import { setDepartmentForGuest } from '../../../../../app/livechat/server/lib/departmentsLib';
Expand Down Expand Up @@ -54,6 +54,8 @@ beforeRouteChat.patch(
void notifyOnLivechatInquiryChanged(updatedLivechatInquiry, 'updated', { department: updatedLivechatInquiry.department });
}

void notifyOnRoomChangedById(inquiry.rid, 'updated');

inquiry = updatedLivechatInquiry ?? inquiry;
}
}
Expand Down
11 changes: 10 additions & 1 deletion apps/meteor/ee/app/livechat-enterprise/server/lib/SlaHelper.ts
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Expand Up @@ -2,17 +2,24 @@ import { Message } from '@rocket.chat/core-services';
import type { IOmnichannelServiceLevelAgreements, IUser } from '@rocket.chat/core-typings';
import { LivechatInquiry, LivechatRooms } from '@rocket.chat/models';

import {
notifyOnLivechatInquiryChanged,
notifyOnRoomChangedById,
notifyOnLivechatInquiryChangedByRoom,
} from '../../../../../app/lib/server/lib/notifyListener';
import { callbacks } from '../../../../../lib/callbacks';

export const removeSLAFromRooms = async (slaId: string, userId: string) => {
const extraQuery = await callbacks.run('livechat.applyRoomRestrictions', {}, { userId });
const openRooms = await LivechatRooms.findOpenBySlaId(slaId, { projection: { _id: 1 } }, extraQuery).toArray();
const openRoomIds: string[] = openRooms.map(({ _id }) => _id);
if (openRooms.length) {
const openRoomIds: string[] = openRooms.map(({ _id }) => _id);
await LivechatInquiry.bulkUnsetSla(openRoomIds);
void notifyOnLivechatInquiryChangedByRoom(openRoomIds, 'updated');
}

await LivechatRooms.bulkRemoveSlaFromRoomsById(slaId);
void notifyOnRoomChangedById(openRoomIds, 'updated');
};

export const updateInquiryQueueSla = async (roomId: string, sla: Pick<IOmnichannelServiceLevelAgreements, 'dueTimeInMinutes' | '_id'>) => {
Expand All @@ -29,6 +36,8 @@ export const updateInquiryQueueSla = async (roomId: string, sla: Pick<IOmnichann
slaId,
estimatedWaitingTimeQueue,
});

void notifyOnLivechatInquiryChanged({ ...inquiry, slaId, estimatedWaitingTimeQueue }, 'updated');
};

export const updateRoomSlaWeights = async (roomId: string, sla: Pick<IOmnichannelServiceLevelAgreements, 'dueTimeInMinutes' | '_id'>) => {
Expand Down
6 changes: 5 additions & 1 deletion apps/meteor/server/services/omnichannel/queue.ts
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@@ -1,10 +1,11 @@
import { ServiceStarter } from '@rocket.chat/core-services';
import { type InquiryWithAgentInfo, type IOmnichannelQueue } from '@rocket.chat/core-typings';
import { LivechatInquiryStatus, type InquiryWithAgentInfo, type IOmnichannelQueue } from '@rocket.chat/core-typings';
import { License } from '@rocket.chat/license';
import { LivechatInquiry, LivechatRooms } from '@rocket.chat/models';
import { tracerSpan } from '@rocket.chat/tracing';

import { queueLogger } from './logger';
import { notifyOnLivechatInquiryChangedByRoom } from '../../../app/lib/server/lib/notifyListener';
import { getOmniChatSortQuery } from '../../../app/livechat/lib/inquiries';
import { dispatchAgentDelegated } from '../../../app/livechat/server/lib/Helper';
import { RoutingManager } from '../../../app/livechat/server/lib/RoutingManager';
Expand Down Expand Up @@ -188,6 +189,7 @@ export class OmnichannelQueue implements IOmnichannelQueue {
step: 'reconciliation',
});
await LivechatInquiry.removeByRoomId(roomId);
void notifyOnLivechatInquiryChangedByRoom(roomId, 'removed');
break;
}
case 'taken': {
Expand All @@ -199,6 +201,7 @@ export class OmnichannelQueue implements IOmnichannelQueue {
});
// Reconciliate served inquiries, by updating their status to taken after queue tried to pick and failed
await LivechatInquiry.takeInquiry(inquiryId);
void notifyOnLivechatInquiryChangedByRoom(roomId, 'updated', { status: LivechatInquiryStatus.TAKEN, takenAt: new Date() });
break;
}
case 'missing': {
Expand All @@ -209,6 +212,7 @@ export class OmnichannelQueue implements IOmnichannelQueue {
step: 'reconciliation',
});
await LivechatInquiry.removeByRoomId(roomId);
void notifyOnLivechatInquiryChangedByRoom(roomId, 'removed');
break;
}
default: {
Expand Down
2 changes: 1 addition & 1 deletion packages/model-typings/src/models/ILivechatInquiryModel.ts
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Expand Up @@ -36,7 +36,7 @@ export interface ILivechatInquiryModel extends IBaseModel<ILivechatInquiryRecord
queueInquiry(inquiryId: string, lastMessage?: IMessage): Promise<ILivechatInquiryRecord | null>;
queueInquiryAndRemoveDefaultAgent(inquiryId: string): Promise<UpdateResult>;
readyInquiry(inquiryId: string): Promise<UpdateResult>;
changeDepartmentIdByRoomId(rid: string, department: string): Promise<void>;
changeDepartmentIdByRoomId(rid: string, department: string): Promise<UpdateResult>;
getStatus(inquiryId: string): Promise<ILivechatInquiryRecord['status'] | undefined>;
updateVisitorStatus(token: string, status: ILivechatInquiryRecord['v']['status']): Promise<UpdateResult>;
setDefaultAgentById(inquiryId: string, defaultAgent: ILivechatInquiryRecord['defaultAgent']): Promise<UpdateResult>;
Expand Down
4 changes: 2 additions & 2 deletions packages/models/src/models/LivechatInquiry.ts
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Expand Up @@ -373,7 +373,7 @@ export class LivechatInquiryRaw extends BaseRaw<ILivechatInquiryRecord> implemen
);
}

async changeDepartmentIdByRoomId(rid: string, department: string): Promise<void> {
async changeDepartmentIdByRoomId(rid: string, department: string): Promise<UpdateResult> {
const query = {
rid,
};
Expand All @@ -383,7 +383,7 @@ export class LivechatInquiryRaw extends BaseRaw<ILivechatInquiryRecord> implemen
},
};

await this.updateOne(query, updateObj);
return this.updateOne(query, updateObj);
}

async getStatus(inquiryId: string): Promise<ILivechatInquiryRecord['status'] | undefined> {
Expand Down
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