[Patch] [EE] Improve Forwarding Department behaviour with Waiting que…

…ue feature (#22077)

* [EE] Fix Forwarding Department not working with Waiting queue feature

(cherry picked from commit 2b50040)

* add waiting queue feature enabled check

(cherry picked from commit d9fe3e3)

* Refactor

(cherry picked from commit 1b5c973)

* Fix forwarding of agents not working

(cherry picked from commit b4b3c3d)

* Apply suggestions from code review

Co-authored-by: Renato Becker <renato.augusto.becker@gmail.com>
(cherry picked from commit 0c6f7ec)

* Handle transfer api response properly on client + refactor

(cherry picked from commit d750c59)

* Avoid passing unnecessary params

(cherry picked from commit 53eec95)

* Remove throw error.

(cherry picked from commit deccab9)

* Improve throw message logic.

(cherry picked from commit 85b015d)

* Fix conflicts

* Remove all subscription from a chat placed on-hold.

(cherry picked from commit d49c8fe)

* up fuselage version

* add string-helpers package

* [EE] Improve Forwarding Department behaviour with Waiting queue feature (#22043)

* [EE] Fix Forwarding Department not working with Waiting queue feature

* add waiting queue feature enabled check

* Refactor

* Fix forwarding of agents not working

* Apply suggestions from code review

Co-authored-by: Renato Becker <renato.augusto.becker@gmail.com>

* Handle transfer api response properly on client + refactor

* Avoid passing unnecessary params

* Remove throw error.

* Improve throw message logic.

* Fix on-hold queue. Methods have been removed in another PR.

* Remove all subscription from a chat placed on-hold.

Co-authored-by: Renato Becker <renato.augusto.becker@gmail.com>

Co-authored-by: Renato Becker <renato.augusto.becker@gmail.com>
Co-authored-by: Tiago Evangelista Pinto <tiago.evangelista@rocket.chat>

app/livechat/client/views/app/tabbar/visitorForward.js

@@ -111,6 +111,7 @@ Template.visitorForward.events({
 		const transferData = {
 			roomId: instance.room.get()._id,
 			comment: event.target.comment.value,
+			clientAction: true,
 		};
 
 		const [user] = instance.selectedAgents.get();

app/livechat/server/lib/Helper.js

@@ -13,6 +13,7 @@ import { Apps, AppEvents } from '../../../apps/server';
 import notifications from '../../../notifications/server/lib/Notifications';
 import { sendNotification } from '../../../lib/server';
 import { sendMessage } from '../../../lib/server/functions/sendMessage';
+import { queueInquiry } from './QueueManager';
 
 export const allowAgentSkipQueue = (agent) => {
 	check(agent, Match.ObjectIncluding({
@@ -273,7 +274,7 @@ export const forwardRoomToAgent = async (room, transferData) => {
 		return false;
 	}
 
-	const { userId: agentId } = transferData;
+	const { userId: agentId, clientAction } = transferData;
 	const user = Users.findOneOnlineAgentById(agentId);
 	if (!user) {
 		throw new Meteor.Error('error-user-is-offline', 'User is offline', { function: 'forwardRoomToAgent' });
@@ -291,9 +292,11 @@ export const forwardRoomToAgent = async (room, transferData) => {
 
 	const { username } = user;
 	const agent = { agentId, username };
-	// There are some Enterprise features that may interrupt the fowarding process
+	// Remove department from inquiry to make sure the routing algorithm treat this as forwarding to agent and not as forwarding to department
+	inquiry.department = undefined;
+	// There are some Enterprise features that may interrupt the forwarding process
 	// Due to that we need to check whether the agent has been changed or not
-	const roomTaken = await RoutingManager.takeInquiry(inquiry, agent);
+	const roomTaken = await RoutingManager.takeInquiry(inquiry, agent, { ...clientAction && { clientAction } });
 	if (!roomTaken) {
 		return false;
 	}
@@ -356,7 +359,7 @@ export const forwardRoomToDepartment = async (room, guest, transferData) => {
 		throw new Meteor.Error('error-forwarding-chat-same-department', 'The selected department and the current room department are the same', { function: 'forwardRoomToDepartment' });
 	}
 
-	const { userId: agentId } = transferData;
+	const { userId: agentId, clientAction } = transferData;
 	if (agentId) {
 		let user = Users.findOneOnlineAgentById(agentId);
 		if (!user) {
@@ -378,26 +381,32 @@ export const forwardRoomToDepartment = async (room, guest, transferData) => {
 	// Fake the department to forward the inquiry - Case the forward process does not success
 	// the inquiry will stay in the same original department
 	inquiry.department = departmentId;
-	const roomTaken = await RoutingManager.delegateInquiry(inquiry, agent);
+	const roomTaken = await RoutingManager.delegateInquiry(inquiry, agent, { forwardingToDepartment: { oldDepartmentId }, ...clientAction && { clientAction } });
 	if (!roomTaken) {
 		return false;
 	}
 
-	const { servedBy } = roomTaken;
-	if (oldServedBy && servedBy && oldServedBy._id === servedBy._id) {
+	const { servedBy, chatQueued } = roomTaken;
+	if (!chatQueued && oldServedBy && servedBy && oldServedBy._id === servedBy._id) {
 		return false;
 	}
 
 	Livechat.saveTransferHistory(room, transferData);
 	if (oldServedBy) {
 		removeAgentFromSubscription(rid, oldServedBy);
 	}
-	if (servedBy) {
+	if (!chatQueued && servedBy) {
 		Messages.createUserJoinWithRoomIdAndUser(rid, servedBy);
 	}
 
 	updateChatDepartment({ rid, newDepartmentId: departmentId, oldDepartmentId });
 
+	if (chatQueued) {
+		LivechatInquiry.readyInquiry(inquiry._id);
+		const newInquiry = LivechatInquiry.findOneById(inquiry._id);
+		await queueInquiry(room, newInquiry);
+	}
+
 	const { token } = guest;
 	Livechat.setDepartmentForGuest({ token, department: departmentId });
 

app/livechat/server/lib/RoutingManager.js

@@ -43,7 +43,7 @@ export const RoutingManager = {
 		return this.getMethod().getNextAgent(department, ignoreAgentId);
 	},
 
-	async delegateInquiry(inquiry, agent) {
+	async delegateInquiry(inquiry, agent, options = {}) {
 		const { department, rid } = inquiry;
 		if (!agent || (agent.username && !Users.findOneOnlineAgentByUsername(agent.username) && !allowAgentSkipQueue(agent))) {
 			agent = await this.getNextAgent(department);
@@ -53,7 +53,7 @@ export const RoutingManager = {
 			return LivechatRooms.findOneById(rid);
 		}
 
-		return this.takeInquiry(inquiry, agent);
+		return this.takeInquiry(inquiry, agent, options);
 	},
 
 	assignAgent(inquiry, agent) {
@@ -134,8 +134,7 @@ export const RoutingManager = {
 
 		agent = await callbacks.run('livechat.checkAgentBeforeTakeInquiry', { agent, inquiry, options });
 		if (!agent) {
-			await callbacks.run('livechat.onAgentAssignmentFailed', { inquiry, room, options });
-			return null;
+			return callbacks.run('livechat.onAgentAssignmentFailed', { inquiry, room, options });
 		}
 
 		if (room.onHold) {

app/livechat/server/methods/transfer.js

@@ -17,6 +17,7 @@ Meteor.methods({
 			userId: Match.Optional(String),
 			departmentId: Match.Optional(String),
 			comment: Match.Optional(String),
+			clientAction: Match.Optional(Boolean),
 		});
 
 		const room = LivechatRooms.findOneById(transferData.roomId);

client/components/GenericModal.tsx

@@ -1,5 +1,5 @@
-import { Box, Button, ButtonGroup, Icon, Modal, ButtonProps } from '@rocket.chat/fuselage';
-import React, { FC } from 'react';
+import { Box, Button, ButtonGroup, Icon, Modal } from '@rocket.chat/fuselage';
+import React, { FC, ComponentProps } from 'react';
 
 import { useTranslation } from '../contexts/TranslationContext';
 import { withDoNotAskAgain, RequiredModalProps } from './withDoNotAskAgain';
@@ -24,7 +24,7 @@ const iconMap = {
 	success: 'check',
 };
 
-const getButtonProps = (variant: VariantType): ButtonProps => {
+const getButtonProps = (variant: VariantType): ComponentProps<typeof Button> => {
 	switch (variant) {
 		case 'danger':
 			return { primary: true, danger: true };

client/components/Page/PageScrollableContent.tsx

@@ -1,10 +1,10 @@
-import { Box, ScrollableProps } from '@rocket.chat/fuselage';
-import React, { forwardRef } from 'react';
+import { Box, Scrollable } from '@rocket.chat/fuselage';
+import React, { forwardRef, ComponentProps } from 'react';
 
 import ScrollableContentWrapper, { CustomScrollbarsProps } from '../ScrollableContentWrapper';
 
 type PageScrollableContentProps = {
-	onScrollContent?: ScrollableProps['onScrollContent'];
+	onScrollContent?: ComponentProps<typeof Scrollable>['onScrollContent'];
 };
 
 const PageScrollableContent = forwardRef<HTMLElement, PageScrollableContentProps>(

client/views/room/Header/Omnichannel/QuickActions/QuickActions.tsx

@@ -137,12 +137,14 @@ const QuickActions: FC<QuickActionsProps> = ({ room, className }) => {
 			}
 			const transferData: {
 				roomId: string;
+				clientAction: boolean;
 				comment?: string;
 				departmentId?: string;
 				userId?: string;
 			} = {
 				roomId: rid,
 				comment,
+				clientAction: true,
 			};
 
 			if (departmentId) {
@@ -153,10 +155,15 @@ const QuickActions: FC<QuickActionsProps> = ({ room, className }) => {
 			}
 
 			try {
-				await forwardChat(transferData);
-				closeModal();
+				const result = await forwardChat(transferData);
+				if (!result) {
+					throw new Error(
+						departmentId ? t('error-no-agents-online-in-department') : t('error-forwarding-chat'),
+					);
+				}
 				toastr.success(t('Transferred'));
 				FlowRouter.go('/');
+				closeModal();
 			} catch (error) {
 				handleError(error);
 			}

ee/app/livechat-enterprise/server/hooks/checkAgentBeforeTakeInquiry.js

@@ -35,7 +35,7 @@ callbacks.add('livechat.checkAgentBeforeTakeInquiry', async ({ agent, inquiry, o
 	const { queueInfo: { chats = 0 } = {} } = user;
 	if (maxNumberSimultaneousChat <= chats) {
 		callbacks.run('livechat.onMaxNumberSimultaneousChatsReached', inquiry);
-		if (options.clientAction) {
+		if (options.clientAction && !options.forwardingToDepartment) {
 			throw new Meteor.Error('error-max-number-simultaneous-chats-reached', 'Not allowed');
 		}
 

ee/app/livechat-enterprise/server/hooks/onAgentAssignmentFailed.ts

@@ -1,25 +1,45 @@
 import { callbacks } from '../../../../../app/callbacks/server';
 import { LivechatInquiry, Subscriptions, LivechatRooms } from '../../../../../app/models/server';
 import { queueInquiry } from '../../../../../app/livechat/server/lib/QueueManager';
+import { settings } from '../../../../../app/settings/server';
 
-const handleOnAgentAssignmentFailed = async ({ inquiry, room }: { inquiry: any; room: any }): Promise<any> => {
-	if (!inquiry || !room || !room.onHold) {
+const handleOnAgentAssignmentFailed = async ({ inquiry, room, options }: { inquiry: any; room: any; options: { forwardingToDepartment?: { oldDepartmentId: string; transferData: any }; clientAction?: boolean} }): Promise<any> => {
+	if (!inquiry || !room) {
 		return;
 	}
 
-	const { _id: roomId, servedBy } = room;
+	if (room.onHold) {
+		const { _id: roomId } = room;
 
-	const { _id: inquiryId } = inquiry;
-	LivechatInquiry.readyInquiry(inquiryId);
-	LivechatInquiry.removeDefaultAgentById(inquiryId);
-	LivechatRooms.removeAgentByRoomId(roomId);
-	if (servedBy?._id) {
-		Subscriptions.removeByRoomIdAndUserId(roomId, servedBy._id);
+		const { _id: inquiryId } = inquiry;
+		LivechatInquiry.readyInquiry(inquiryId);
+		LivechatInquiry.removeDefaultAgentById(inquiryId);
+		LivechatRooms.removeAgentByRoomId(roomId);
+		Subscriptions.removeByRoomId(roomId);
+		const newInquiry = LivechatInquiry.findOneById(inquiryId);
+
+		await queueInquiry(room, newInquiry);
+
+		return;
+	}
+
+	if (!settings.get('Livechat_waiting_queue')) {
+		return;
 	}
 
-	const newInquiry = LivechatInquiry.findOneById(inquiryId);
+	const { forwardingToDepartment: { oldDepartmentId } = {}, forwardingToDepartment } = options;
+	if (!forwardingToDepartment) {
+		return;
+	}
+
+	const { department: newDepartmentId } = inquiry;
+
+	if (!newDepartmentId || !oldDepartmentId || newDepartmentId === oldDepartmentId) {
+		return;
+	}
 
-	await queueInquiry(room, newInquiry);
+	room.chatQueued = true;
+	return room;
 };
 
 callbacks.add('livechat.onAgentAssignmentFailed', handleOnAgentAssignmentFailed, callbacks.priority.HIGH, 'livechat-agent-assignment-failed');

ee/app/livechat-enterprise/server/methods/resumeOnHold.ts

@@ -33,13 +33,13 @@ Meteor.methods({
 			throw new Meteor.Error('room-closed', 'Room is not OnHold', { method: 'livechat:resumeOnHold' });
 		}
 
-		const { servedBy: { _id: agentId, username } } = room;
 
 		const inquiry = LivechatInquiry.findOneByRoomId(roomId, {});
 		if (!inquiry) {
 			throw new Meteor.Error('inquiry-not-found', 'Error! No inquiry found for this room', { method: 'livechat:resumeOnHold' });
 		}
 
+		const { servedBy: { _id: agentId, username } } = room;
 		await RoutingManager.takeInquiry(inquiry, { agentId, username }, options);
 
 		const onHoldChatResumedBy = options.clientAction ? Meteor.user() : Users.findOneById('rocket.cat');