[FIX] Send Livechat back to Guest Pool #10731

renatobecker-zz · 2018-05-10T14:35:45Z

This PR fixes the forward chat in Livechat rooms when using the Guest Pool routing method. Until then, when a chat was redirected to a department, for example, it was being assigned to an agent randomly instead of returning to the pool.
In addition, it also fixes the #9278, having the same behaviour when an agent goes offline and the Livechat_agent_leave_action setting is set to forward.

sampaiodiego · 2018-05-20T00:45:48Z

packages/rocketchat-livechat/server/lib/Livechat.js

@@ -307,7 +307,7 @@ RocketChat.Livechat = {

 	forwardOpenChats(userId) {
 		RocketChat.models.Rooms.findOpenByAgent(userId).forEach((room) => {
-			const guest = RocketChat.models.Users.findOneById(room.v._id);
+			const guest = LivechatVisitors.findOneById(room.v._id);


oh... this is an important fix.

sampaiodiego

this does not closes #9278 .. the change requested was to add an option to the following setting:

also, why transfering a chat should send it back to the pool? there is a button specially for this..

renatobecker-zz · 2018-05-20T13:21:26Z

@sampaiodiego, I will explain to you why I thought that fixing this issue it would fixes the #9278 too.
The request in #9278 is related do Guest Pool routing method, which has a different behaviour from Least Amount method. As you know, using the Least Amount routing method, an incoming chat is redirected to an agent as soon as the chat arrives and when a chat is forward, the same behaviour is used. On the other hand, when the routing method used is Guest Pool, the incoming chat stays waiting an agent take it, so, using the same logic, why forwarding a chat, will it be assigned arbitrary to an agent if the logic of the method is that an agent can choice which chat takes?
Sorry for my long explanation, but analysing the logic in both methods, I thought that if my conclusion was correct, there would not be reason to create another method to deal with open Guest Pool chat's when an agent goes offline, because, IMO, it's exactly what the forward options has to do when in Guest Pool routing method.
If I'm wrong or have forgotten something, please let me know.
I'll be waiting for your feedback.

sampaiodiego

I've also find an issue with the new URL scheme for livechats.. when I accept the inquiry I'm being redirect to an invalid URL (without the room _id): http://localhost:3000/live

sampaiodiego · 2018-06-18T14:29:28Z

packages/rocketchat-livechat/server/methods/returnAsInquiry.js

+		//In this case, an error is raised, so to avoid this the room user is instantiated
+		let user = Meteor.user();
+		if (!user) {
+			user = RocketChat.models.Users.findOne(room.servedBy._id);


you cannot get the room agent at this point because on lines bellow you're validating if the user has permission..

on the validation bellow you must validate against the logged in user who is performing the action.

sampaiodiego · 2018-06-18T14:30:21Z

packages/rocketchat-livechat/server/methods/returnAsInquiry.js

 		}

-		// //delete agent and room subscription
+		if (!user._id || !RocketChat.authz.hasPermission(user._id, 'view-l-room')) {


if the user is null or undefined this will throw an error.

sampaiodiego · 2018-06-18T14:31:29Z

packages/rocketchat-livechat/server/methods/returnAsInquiry.js

 		RocketChat.models.Subscriptions.removeByRoomId(rid);

 		// remove user from room
-		const username = Meteor.user().username;
+		const username = user.username;


this must be the agent and not the logged in user.. imagine a situation where the manager is returning the livechat to the queue.

…ocketChat/Rocket.Chat into livechat-return-chat-to-the-guest-pool

renatobecker-zz · 2018-06-19T21:23:34Z

@sampaiodiego, all requested changes are made.

sampaiodiego · 2018-07-16T20:16:45Z

can you please fix the conflicts? thx

# Conflicts: # packages/rocketchat-livechat/server/methods/returnAsInquiry.js # packages/rocketchat-livechat/server/methods/takeInquiry.js

renatobecker-zz · 2018-07-16T20:28:37Z

@sampaiodiego,
The conflicts have been fixed.

Fix the 'forward chat' when using the 'Guest Pool' routing method.

6a1e4e8

renatobecker-zz added this to the 0.65.0 milestone May 10, 2018

renatobecker-zz requested review from rodrigok and sampaiodiego May 10, 2018 14:36

engelgabriel temporarily deployed to rocket-chat-pr-10731 May 10, 2018 14:36 Inactive

sampaiodiego reviewed May 20, 2018

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sampaiodiego requested changes May 20, 2018

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sampaiodiego modified the milestones: 0.65.0, 0.66.0 May 20, 2018

rodrigok added the stat: board-postponed label May 21, 2018

Merge branch 'develop' into livechat-return-chat-to-the-guest-pool

3d2f173

sampaiodiego temporarily deployed to rocket-chat-pr-10731 June 18, 2018 12:47 Inactive

sampaiodiego self-assigned this Jun 18, 2018

sampaiodiego requested changes Jun 18, 2018

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renatobecker added 4 commits June 19, 2018 10:34

Merge branch 'develop' into livechat-return-chat-to-the-guest-pool

a4ea7cd

Fix Livechat redirect URL.

45ba915

Improved the logic returning the livechat room to the queue.

b75fe05

Merge branch 'livechat-return-chat-to-the-guest-pool' of github.com:R…

3e8bfdb

…ocketChat/Rocket.Chat into livechat-return-chat-to-the-guest-pool

engelgabriel temporarily deployed to rocket-chat-pr-10731 June 19, 2018 20:51 Inactive

Merge branch 'develop' into livechat-return-chat-to-the-guest-pool

baa3415

renatobecker-zz mentioned this pull request Jul 9, 2018

Error 404 when accepting new Live Chat request #11347

Closed

renatobecker-zz modified the milestones: 0.66.0, 0.67.0 Jul 9, 2018

Merge branch 'develop' into livechat-return-chat-to-the-guest-pool

3494aef

# Conflicts: # packages/rocketchat-livechat/server/methods/returnAsInquiry.js # packages/rocketchat-livechat/server/methods/takeInquiry.js

engelgabriel deployed to rocket-chat-pr-10731 July 16, 2018 20:26 View deployment

theorenck modified the milestones: 0.67.0, 0.68.0 Jul 19, 2018

sampaiodiego approved these changes Jul 21, 2018

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sampaiodiego merged commit ae393db into develop Jul 21, 2018

sampaiodiego deleted the livechat-return-chat-to-the-guest-pool branch July 21, 2018 02:14

sampaiodiego mentioned this pull request Jul 28, 2018

Release 0.68.0 #11591

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[FIX] Send Livechat back to Guest Pool #10731

[FIX] Send Livechat back to Guest Pool #10731

renatobecker-zz commented May 10, 2018 •

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renatobecker-zz commented Jul 16, 2018

[FIX] Send Livechat back to Guest Pool #10731

[FIX] Send Livechat back to Guest Pool #10731

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