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fix: enhance inquiry locking mechanism with timeout and error handling #36749

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Merged
ggazzo merged 2 commits into from
Aug 20, 2025
Merged

fix: enhance inquiry locking mechanism with timeout and error handling #36749

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17b1478
fix: enhance inquiry locking mechanism with timeout and error handling
sampaiodiego Aug 19, 2025
8c21556
docs: add changeset
sampaiodiego Aug 19, 2025
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7 changes: 7 additions & 0 deletions .changeset/popular-cars-float.md
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Original file line number Diff line number Diff line change
@@ -0,0 +1,7 @@
---
'@rocket.chat/model-typings': patch
'@rocket.chat/models': patch
'@rocket.chat/meteor': patch
---

Fixes an issue with Omnichannel inquiries where multiple instances could take the same inquiry from the queue resulting in the same room being assined to multiple agents.
6 changes: 5 additions & 1 deletion apps/meteor/app/livechat/server/lib/RoutingManager.ts
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Expand Up @@ -269,7 +269,11 @@ export const RoutingManager: Routing = {
return cbRoom;
}

await LivechatInquiry.takeInquiry(_id);
const result = await LivechatInquiry.takeInquiry(_id, inquiry.lockedAt);
if (result.modifiedCount === 0) {
logger.error('Failed to take inquiry, could not match lockedAt', { inquiryId: _id, lockedAt: inquiry.lockedAt });
throw new Error('error-taking-inquiry-lockedAt-mismatch');
}

logger.info(`Inquiry ${inquiry._id} taken by agent ${agent.agentId}`);

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2 changes: 1 addition & 1 deletion packages/model-typings/src/models/ILivechatInquiryModel.ts
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Expand Up @@ -31,7 +31,7 @@ export interface ILivechatInquiryModel extends IBaseModel<ILivechatInquiryRecord
}): Promise<(Pick<ILivechatInquiryRecord, '_id' | 'rid' | 'name' | 'ts' | 'status' | 'department'> & { position: number })[]>;
removeByRoomId(rid: string, options?: DeleteOptions): Promise<DeleteResult>;
getQueuedInquiries(options?: FindOptions<ILivechatInquiryRecord>): FindCursor<ILivechatInquiryRecord>;
takeInquiry(inquiryId: string): Promise<void>;
takeInquiry(inquiryId: string, lockedAt?: Date): Promise<UpdateResult>;
openInquiry(inquiryId: string): Promise<UpdateResult>;
queueInquiry(inquiryId: string, lastMessage?: IMessage, defaultAgent?: SelectedAgent | null): Promise<ILivechatInquiryRecord | null>;
queueInquiryAndRemoveDefaultAgent(inquiryId: string): Promise<UpdateResult>;
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11 changes: 7 additions & 4 deletions packages/models/src/models/LivechatInquiry.ts
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Expand Up @@ -26,6 +26,8 @@ import type {
import { BaseRaw } from './BaseRaw';
import { readSecondaryPreferred } from '../readSecondaryPreferred';

const { INQUIRY_LOCK_TIMEOUT = '10000' } = process.env;

export class LivechatInquiryRaw extends BaseRaw<ILivechatInquiryRecord> implements ILivechatInquiryModel {
constructor(db: Db, trash?: Collection<RocketChatRecordDeleted<ILivechatInquiryRecord>>) {
super(db, 'livechat_inquiry', trash);
Expand Down Expand Up @@ -191,7 +193,7 @@ export class LivechatInquiryRaw extends BaseRaw<ILivechatInquiryRecord> implemen
{
locked: true,
lockedAt: {
$lte: new Date(date.getTime() - 5000),
$lte: new Date(date.getTime() - parseInt(INQUIRY_LOCK_TIMEOUT)),
},
},
{
Expand All @@ -202,7 +204,7 @@ export class LivechatInquiryRaw extends BaseRaw<ILivechatInquiryRecord> implemen
{
$set: {
locked: true,
// apply 5 secs lock lifetime
// apply INQUIRY_LOCK_TIMEOUT secs lock lifetime
lockedAt: new Date(),
},
},
Expand Down Expand Up @@ -314,10 +316,11 @@ export class LivechatInquiryRaw extends BaseRaw<ILivechatInquiryRecord> implemen
return this.find({ status: LivechatInquiryStatus.QUEUED }, options);
}

async takeInquiry(inquiryId: string): Promise<void> {
await this.updateOne(
takeInquiry(inquiryId: string, lockedAt?: Date): Promise<UpdateResult> {
return this.updateOne(
{
_id: inquiryId,
...(lockedAt && { lockedAt }),
},
{
$set: { status: LivechatInquiryStatus.TAKEN, takenAt: new Date() },
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