Class: Readiness::SupportSuperFormProcessor::GlobalIRProvisionFailure

Inherits:
Client
  • Object
show all
Defined in:
lib/support_readiness/support_super_form_processor/global_ir_provison_failure.rb

Overview

Defines the class GlobalIRProvisionFailure within the module Zendesk.

Author:

  • Jason Colyer

Since:

  • 1.0.42

Class Method Summary collapse

Methods inherited from Client

auth_error, bad_request_error, convert_actions, convert_conditions, convert_standard_names_to_ids, convert_ticket_form_agent_conditions, convert_ticket_form_brands, convert_ticket_form_end_user_conditions, convert_ticket_form_names_to_ids, convert_view_names_to_ids, convert_view_restrictions, covert_ticket_form_field_ids, create_package!, erb_renderer, handle_request_error, not_found_error, not_processible_error, put_into_archive, recursively_deflate_directory, timestamp_filename, to_clean_json, to_clean_json_with_key, to_hash, to_nearly_clean_json, to_nearly_clean_json_with_key, to_param_string, write_entries

Class Method Details

.body ⇒ String

Returns the ticket body

Returns:

  • (String)

Author:

  • Jason Colyer

Since:

  • 1.0.42



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# File 'lib/support_readiness/support_super_form_processor/global_ir_provison_failure.rb', line 158

def self.body
  <<~STRING
    <p>
      Greetings,
    </p>
    <p>
      A request has been filed for Report provision failure.
    </p>
    <p>
      Please note that this is an <b>INTERNAL</b> ticket and should <b>NEVER</b> be shared with anyone. Please do not CC, BCC, forward, or anything else that can send the information from this ticket. <b>NEVER</b> add <i>anyone</i> outside of GitLab to this ticket or communications stemming from this ticket.
    </p>
    <p>
      The information for this is as follows:
    </p>
    <ul>
      <li>Link to customer in cDot: <a href='#{customer_link}' target='_blank'>#{customer_link}</a></li>
      <li>cDot provision link: <a href='#{provision_link}' target='_blank'>#{provision_link}</a></li>
      <li>Zuora subscription link: <a href='#{zuora_sub_link}' target='_blank'>#{zuora_sub_link}</a></li>
    </ul>
    <p>
      Description and error message of the problem that requires assistance.
    </p>
    <pre>
      #{provision_message}
    </pre>
    <p>
      Some additional context for this request is:
    </p>
    <pre>
      #{context}
    </pre>
    <p>
      You can find the workflow for this ticket
      <a href='https://handbook.gitlab.com/handbook/support/license-and-renewals/workflows/self-managed/handling_flagged_provisioning_failures/' target='_blank'>here</a>
    </p>
  STRING
end

.context ⇒ Object

Sets the global variable context

Author:

  • Jason Colyer

Since:

  • 1.0.42



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# File 'lib/support_readiness/support_super_form_processor/global_ir_provison_failure.rb', line 112

def self.context
  @context ||= ENV.fetch('LNR_OTHER_CONTEXT')
end

.customer_link ⇒ Object

Sets the global variable customer_link

Author:

  • Jason Colyer

Since:

  • 1.0.42



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# File 'lib/support_readiness/support_super_form_processor/global_ir_provison_failure.rb', line 121

def self.customer_link
  @customer_link ||= ENV.fetch('CDOT_CUSTOMER')
end

.process!(gitlab_client, gitlab_admin_client, zendesk_client) ⇒ Object

Process a Global Internal Request Provision Failure request

Author:

  • Jason Colyer

Since:

  • 1.0.42



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# File 'lib/support_readiness/support_super_form_processor/global_ir_provison_failure.rb', line 18

def self.process!(gitlab_client, gitlab_admin_client, zendesk_client)
  @gitlab_client = gitlab_client
  @gitlab_admin_client = gitlab_admin_client
  @zendesk_client = zendesk_client
  @ticket_forms = Readiness::Zendesk::TicketForms.list(@zendesk_client)
  @ticket_fields = Readiness::Zendesk::TicketFields.list(@zendesk_client)
  @lnr_form = Readiness::Zendesk::TicketForms.find_by_name(@zendesk_client, 'L&R', @ticket_forms)
  @area_of_focus_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'Area of Focus', @ticket_fields)
  @ticket_stage_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'Ticket Stage', @ticket_fields)
  @prfs_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'Preferred Region for Support', @ticket_fields)
  @plan_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'GitLab Plan', @ticket_fields)
  @sales_name_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'Sales contact name', @ticket_fields)
  @sales_email_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'Sales contact email', @ticket_fields)
  @severity_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'Customer Severity (maps to priority, do not change)', @ticket_fields)
  @arr_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'Ticket ARR', @ticket_fields)
  @priority_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'Customer Priority', @ticket_fields)
  @ir_category_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'IR Category', @ticket_fields)
  @ir_submitter_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'IR Submitter', @ticket_fields)
  @channel_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'Channel (Received at email)', @ticket_fields)
  search = Readiness::Zendesk::Users.find_many(@zendesk_client, [379855863520, 12816218763676])
  end_user = search.detect { |s| s.email == 'gitlab_support@example.com' }        
  requester
  zd_user
  ticket = Readiness::Zendesk::Tickets.new
  ticket.email_ccs = [
    { user_id: zd_user.id }
  ]
  ticket.requester_id = end_user.id
  ticket.submitter_id = end_user.id
  ticket.comment = { html_body: body }
  ticket.subject = 'Internal Request - Provision Failure'
  ticket.tags = %w[lnr_internal_request lnr_valid_request lnr_provision_failure]
  ticket.priority = request_priority
  ticket.status = 'new'
  ticket.ticket_form_id = @lnr_form.id
  ticket.custom_fields = [
    { id: @area_of_focus_field.id, value: 'aof_lnr' },
    { id: @ticket_stage_field.id, value: 'stage-frt' },
    { id: @prfs_field.id, value: 'all_regions' },
    { id: @plan_field.id, value: 'free_plan' },
    { id: @sales_name_field.id, value: zd_user.name },
    { id: @sales_email_field.id, value: zd_user.email },
    { id: @severity_field.id, value: 'sev3' },
    { id: @arr_field.id, value: '0' },
    { id: @priority_field.id, value: 'medium' },
    { id: @ir_category_field.id, value: 'ir_provision_failure' },
    { id: @ir_submitter_field.id, value: zd_user.email },
    { id: @channel_field.id, value: 'created_by_agent' }          
  ]
  create = Readiness::Zendesk::Tickets.create!(@zendesk_client, ticket)
  puts "Ticket created: #{create.id}"
end

.provision_link ⇒ Object

Sets the global variable provision_link

Author:

  • Jason Colyer

Since:

  • 1.0.42



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# File 'lib/support_readiness/support_super_form_processor/global_ir_provison_failure.rb', line 130

def self.provision_link
  @provision_link ||= ENV.fetch('CDOT_PROVISION')
end

.provision_message ⇒ Object

Sets the global variable provision_message

Author:

  • Jason Colyer

Since:

  • 1.0.42



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# File 'lib/support_readiness/support_super_form_processor/global_ir_provison_failure.rb', line 148

def self.provision_message
  @provision_message ||= ENV.fetch('PROVISON_DESCRIPTION')
end

.request_priority ⇒ Object

Sets the global variable request_priority

Author:

  • Jason Colyer

Since:

  • 1.0.42



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# File 'lib/support_readiness/support_super_form_processor/global_ir_provison_failure.rb', line 103

def self.request_priority
  @request_priority ||= ENV.fetch('PRIORITY')
end

.requester ⇒ Object

Sets the global variable requester

Author:

  • Jason Colyer

Since:

  • 1.0.42



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# File 'lib/support_readiness/support_super_form_processor/global_ir_provison_failure.rb', line 76

def self.requester
  @requester ||= Readiness::SupportSuperFormProcessor::Shared.gitlab_user_check(@gitlab_admin_client, requester_email)
end

.requester_email ⇒ Object

Sets the global variable requester_email

Author:

  • Jason Colyer

Since:

  • 1.0.42



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# File 'lib/support_readiness/support_super_form_processor/global_ir_provison_failure.rb', line 94

def self.requester_email
  @requester_email ||= ENV.fetch('REQUESTER_EMAIL')
end

.zd_user ⇒ Object

Sets the global variable zd_user

Author:

  • Jason Colyer

Since:

  • 1.0.42



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# File 'lib/support_readiness/support_super_form_processor/global_ir_provison_failure.rb', line 85

def self.zd_user
  @zd_user ||= Readiness::SupportSuperFormProcessor::Shared.zendesk_user_check(@zendesk_client, requester_email)
end

.zuora_sub_link ⇒ Object

Sets the global variable zuora_sub_link

Author:

  • Jason Colyer

Since:

  • 1.0.42



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# File 'lib/support_readiness/support_super_form_processor/global_ir_provison_failure.rb', line 139

def self.zuora_sub_link
  @zuora_sub_link ||= ENV.fetch('OTHER_PROVISION_FAILURE')
end