[FIX] Stop queue when Omnichannel is disabled or the routing method d…

…oes not support it (#23261) * Stop queue when livechat is disabled or the routing method does not support queueing * Fix error when Routing method was not set yet Co-authored-by: Murtaza Patrawala <34130764+murtaza98@users.noreply.github.com>
RocketChat · Sep 23, 2021 · 88b2698 · 88b2698
1 parent 558bab0
commit 88b2698
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Showing 5 changed files with 27 additions and 11 deletions.
diff --git a/app/livechat/server/lib/Livechat.js b/app/livechat/server/lib/Livechat.js
@@ -81,7 +81,9 @@ export const Livechat = {
 			}
 		}
 
-		return Livechat.checkOnlineAgents(department);
+		const agentsOnline = Livechat.checkOnlineAgents(department);
+		Livechat.logger.debug(`Are online agents ${ department ? `for department ${ department }` : '' }?: ${ agentsOnline }`);
+		return agentsOnline;
 	},
 
 	getNextAgent(department) {

diff --git a/app/livechat/server/lib/QueueManager.js b/app/livechat/server/lib/QueueManager.js
@@ -16,13 +16,13 @@ export const saveQueueInquiry = (inquiry) => {
 
 export const queueInquiry = async (room, inquiry, defaultAgent) => {
 	const inquiryAgent = RoutingManager.delegateAgent(defaultAgent, inquiry);
-	logger.debug(`Delegating inquiry with id ${ inquiry._id } to agent ${ defaultAgent?._id }`);
+	logger.debug(`Delegating inquiry with id ${ inquiry._id } to agent ${ defaultAgent?.username }`);
 
 	await callbacks.run('livechat.beforeRouteChat', inquiry, inquiryAgent);
 	inquiry = LivechatInquiry.findOneById(inquiry._id);
 
 	if (inquiry.status === 'ready') {
-		logger.debug(`Inquiry with id ${ inquiry._id } is ready. Delegating to agent ${ inquiryAgent?._id }`);
+		logger.debug(`Inquiry with id ${ inquiry._id } is ready. Delegating to agent ${ inquiryAgent?.username }`);
 		return RoutingManager.delegateInquiry(inquiry, inquiryAgent);
 	}
 };

diff --git a/app/livechat/server/lib/RoutingManager.js b/app/livechat/server/lib/RoutingManager.js
@@ -45,7 +45,7 @@ export const RoutingManager = {
 	},
 
 	async getNextAgent(department, ignoreAgentId) {
-		logger.debug(`Getting next available agent with method ${ this.name }`);
+		logger.debug(`Getting next available agent with method ${ this.methodName }`);
 		return this.getMethod().getNextAgent(department, ignoreAgentId);
 	},
 
@@ -55,14 +55,15 @@ export const RoutingManager = {
 		if (!agent || (agent.username && !Users.findOneOnlineAgentByUserList(agent.username) && !allowAgentSkipQueue(agent))) {
 			logger.debug(`Agent offline or invalid. Using routing method to get next agent for inquiry ${ inquiry._id }`);
 			agent = await this.getNextAgent(department);
+			logger.debug(`Routing method returned agent ${ agent && agent.agentId } for inquiry ${ inquiry._id }`);
 		}
 
 		if (!agent) {
 			logger.debug(`No agents available. Unable to delegate inquiry ${ inquiry._id }`);
 			return LivechatRooms.findOneById(rid);
 		}
 
-		logger.debug(`Inquiry ${ inquiry._id } will be taken by agent ${ agent._id }`);
+		logger.debug(`Inquiry ${ inquiry._id } will be taken by agent ${ agent.agentId }`);
 		return this.takeInquiry(inquiry, agent, options);
 	},
 
@@ -195,7 +196,7 @@ export const RoutingManager = {
 		const defaultAgent = callbacks.run('livechat.beforeDelegateAgent', agent, { department: inquiry?.department });
 
 		if (defaultAgent) {
-			logger.debug(`Delegating Inquiry ${ inquiry._id } to agent ${ defaultAgent._id }`);
+			logger.debug(`Delegating Inquiry ${ inquiry._id } to agent ${ defaultAgent.username }`);
 			LivechatInquiry.setDefaultAgentById(inquiry._id, defaultAgent);
 		}
 

diff --git a/app/models/server/models/Users.js b/app/models/server/models/Users.js
@@ -9,12 +9,19 @@ import Subscriptions from './Subscriptions';
 import { settings } from '../../../settings/server/functions/settings';
 
 const queryStatusAgentOnline = (extraFilters = {}) => ({
-	status: {
-		$exists: true,
-		$ne: 'offline',
-	},
 	statusLivechat: 'available',
 	roles: 'livechat-agent',
+	$or: [{
+		status: {
+			$exists: true,
+			$ne: 'offline',
+		},
+		roles: {
+			$ne: 'bot',
+		},
+	}, {
+		roles: 'bot',
+	}],
 	...extraFilters,
 	...settings.get('Livechat_enabled_when_agent_idle') === false && { statusConnection: { $ne: 'away' } },
 });

diff --git a/ee/app/livechat-enterprise/server/lib/LivechatEnterprise.js b/ee/app/livechat-enterprise/server/lib/LivechatEnterprise.js
@@ -259,7 +259,7 @@ const queueWorker = {
 	},
 };
 
-settings.onload('Livechat_Routing_Method', function() {
+function shouldQueueStart() {
 	const routingSupportsAutoAssign = RoutingManager.getConfig().autoAssignAgent;
 	queueLogger.debug(`Routing method ${ RoutingManager.methodName } supports auto assignment: ${ routingSupportsAutoAssign }. ${
 		routingSupportsAutoAssign
@@ -268,4 +268,10 @@ settings.onload('Livechat_Routing_Method', function() {
 	} queue`);
 
 	routingSupportsAutoAssign ? queueWorker.start() : queueWorker.stop();
+}
+
+settings.get('Livechat_enabled', (_, value) => {
+	value && settings.get('Livechat_Routing_Method') ? shouldQueueStart() : queueWorker.stop();
 });
+
+settings.onload('Livechat_Routing_Method', shouldQueueStart);