Support area should be set for topics

[ruKurz]

It must be ensured that a support area is set for each topic.
Therefore the support area of a topic should be set to the topic name itself.
By implementing this issue, updating existing conversations must be considered.

[westei]

@mrsimpson: Oliver can you please describe how we are getting the Support Area information for the topic channels.

@Peym4n the Smarti Widget needs to take care of applying changed meta information (such as the support area) to existing conversations in Smarti. Please check if their is a Channel update event in Rocket.Chat

[ruKurz]

topic channels are currently named expertise within the RC code. Expertises are defined in

packages/assistify-help-request/lib/roomTypes/expertise.js

and extending the regular room type configs within Rocket.Chat (RoomTypeConfig).

In order to pass the supportArea within the SmartiAdapter the following lines of code should help. Please note: I did not test the code running:

expertiseRoom = RocketChat.models.Rooms.findOneById(message.rid)
if (expertiseRoom.type == 'e') {
  // the room with id: message.rid, is an expertise
  supportArea = expertiseRoom.name;
}

@mrsimpson could you please confirm that this is a possible/good solution?
@Peym4n could you please confirm, that this info does help you along?

[ruKurz]

as discussed in our meeting: It's possible and probably also best meaningful always to pass the .topic-property of the room as support area for all roomtypes

[mrsimpson]

fixed with assistify/Rocket.Chat@48a7f5a

we thought of passing a stable (non human-readable guid) if available for the topic hierarchy level. wdyt?

[Peym4n]

@mrsimpson, I just saw your commit.
LGTM.
I'll revert my commit.

[westei]

We still have the Issue that the support_area is not set for pre-existing topics. We need to find a way to set the correct support_area for those!

[westei]

For those conversations we do not have any information about the correct support_area. So we can not fix this by a simple Mongo update script. We need to trigger those updates from the widget.

The only thing we can do is to provide a service that allows to find all conversations in Smarti that do not have an support_area.

@mrsimpson any suggestions?

[mrsimpson]

@westei agreed, this cannot be fixed only from Smarti.
We just implemented a full-sync-mechanism which allows to clean-up inconsistencies like this one: assistify/Rocket.Chat#279
This is going to be merged to develop soon

[westei]

Ok so I am moving this over to review again.