Class: Readiness::SupportSuperFormProcessor::GratisSupportFormerCustomer

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

Overview

Defines the class GratisSupportFormerCustomer 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

.account_query ⇒ Object

Returns a SOQL query string to get Account info

Author:

  • Jason Colyer

Since:

  • 1.0.42



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# File 'lib/support_readiness/support_super_form_processor/gratis_support_former_customer.rb', line 219

def self.
  <<~STRING
    SELECT
      Account.Account_ID_18__c,
      Account.Name,
      Account.Type
    FROM Account
    WHERE
      Account.Account_ID_18__c = '#{}'
  STRING
end

.checks ⇒ Object

Perform the checks for this request

Author:

  • Jason Colyer

Since:

  • 1.0.42



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# File 'lib/support_readiness/support_super_form_processor/gratis_support_former_customer.rb', line 46

def self.checks
  if .nil?
    errors.push('Invalid SFDC account given')
  else
    errors.push('Incorrect SFDC account type') if .Type != 'Former Customer'
  end
  errors.push('Invalid SFDC opportunity given') if sfdc_opportunity.nil?
  errors.push('Invalid manager handle given') if manager.nil?
end

.determine_manager ⇒ Object

Sets the global variable customer_email

Author:

  • Jason Colyer

Since:

  • 1.0.42



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# File 'lib/support_readiness/support_super_form_processor/gratis_support_former_customer.rb', line 197

def self.determine_manager
  user_search = Readiness::GitLab::Users.search_by_username(@gitlab_admin_client, manager_handle)
  found_user = user_search.detect { |u| u.email.downcase == manager_handle.downcase }
  return nil if found_user.nil?

  found_user
end

.determine_sfdc_account_id ⇒ Object

Determines the SFDC Account ID based off of the link given

Author:

  • Jason Colyer

Since:

  • 1.0.42



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# File 'lib/support_readiness/support_super_form_processor/gratis_support_former_customer.rb', line 97

def self.
  link = ENV.fetch('GRATUS_SUPPORT_SFDC_ACCOUNT')
  return link.split('/')[-2] if link =~ /lightning/

  link.split('/').last
end

.determine_sfdc_opportunity_id ⇒ Object

Determines the SFDC Opportunity ID based off of the link given

Author:

  • Jason Colyer

Since:

  • 1.0.42



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# File 'lib/support_readiness/support_super_form_processor/gratis_support_former_customer.rb', line 118

def self.determine_sfdc_opportunity_id
  link = ENV.fetch('GRATIS_SUPPORT_SFDC_OPPORTUNITY')
  return link.split('/')[-2] if link =~ /lightning/

  link.split('/').last
end

.errors ⇒ Object

Sets the global variable errors

Author:

  • Jason Colyer

Since:

  • 1.0.42



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# File 'lib/support_readiness/support_super_form_processor/gratis_support_former_customer.rb', line 37

def self.errors
  @errors ||= []
end

.errors_block ⇒ Object

Returns a string for the errors block

Author:

  • Jason Colyer

Since:

  • 1.0.42



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# File 'lib/support_readiness/support_super_form_processor/gratis_support_former_customer.rb', line 252

def self.errors_block
  return '' if errors.count.zero?

  <<~STRING
    ## Attention @jcolyer and @#{requester.username}

    The following problems were detected in the form submission:

    #{errors.map { |e| "- #{e}" }.join("\n")}

    These will need to be corrected to proceed. Please communicate via issue comments to work this out.
  STRING
end

.fetch_sfdc_account ⇒ Object

Gets the SFDC Account information

Author:

  • Jason Colyer

Since:

  • 1.0.42



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

def self.
  query = Readiness::Salesforce::Queries.new()
  results = Readiness::Salesforce::Queries.run!(@sfdc_client, query)
  results.first
end

.fetch_sfdc_opportunity ⇒ Object

Gets the SFDC Opportunity information

Author:

  • Jason Colyer

Since:

  • 1.0.42



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# File 'lib/support_readiness/support_super_form_processor/gratis_support_former_customer.rb', line 159

def self.fetch_sfdc_opportunity
  query = Readiness::Salesforce::Queries.new(opportunity_query)
  results = Readiness::Salesforce::Queries.run!(@sfdc_client, query)
  results.first
end

.justification ⇒ Object

Sets the global variable justification

Author:

  • Jason Colyer

Since:

  • 1.0.42



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# File 'lib/support_readiness/support_super_form_processor/gratis_support_former_customer.rb', line 170

def self.justification
  @justification ||= ENV.fetch('GRATUS_SUPPORT_JUSTIFICATION')
end

.manager ⇒ Object

Sets the global variable manager

Author:

  • Jason Colyer

Since:

  • 1.0.44



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# File 'lib/support_readiness/support_super_form_processor/gratis_support_former_customer.rb', line 188

def self.manager
  @manager ||= determine_manager
end

.manager_handle ⇒ Object

Sets the global variable manager_handle

Author:

  • Jason Colyer

Since:

  • 1.0.44



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# File 'lib/support_readiness/support_super_form_processor/gratis_support_former_customer.rb', line 210

def self.manager_handle
  @manager_handle ||= ENV.fetch('GRATUS_SUPPORT_APPROVING_MANAGER')
end

.message ⇒ Object

Returns a string for the issue body

Author:

  • Jason Colyer

Since:

  • 1.0.42



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# File 'lib/support_readiness/support_super_form_processor/gratis_support_former_customer.rb', line 271

def self.message
  <<~STRING
    ## Gratis Support Request for a Former Customer

    - Requester: @#{requester.username}
    - Approver: @#{manager.nil? ? manager_handle : manager.username}
    - SFDC Account: #{.nil? ?  : .Account_ID_18__c}
    - SFDC Opportunity: #{sfdc_opportunity.nil? ? sfdc_opportunity_id : sfdc_opportunity.Id}
    - ARR: #{sfdc_opportunity.nil? ? 'Unknown' : sfdc_opportunity.ARR__c}
    - Plan customer is trialing: #{plan}
    - Justification:
    
    ```
    #{justification}
    ```
    
    #{errors_block}

    ## @#{requester.username} TODO

    - [ ] Look over the issue and confirm all data is correct
    - [ ] Work with the approver on their TODO section

    ## @#{manager.nil? ? manager_handle : manager.username} TODO

    - [ ] Review the request and check this box to approve the request
      - If you are not approving it, please add a comment explaining why and close the issue.
    - [ ] Add a comment signaling your approval (this let's the assignees know the issue is ready to proceed).
      - Please note your comment must explicitly say that you approve this request. If that is not explict, you may be asked to state the approval explicitly.

    ## Support Readiness TODO

    - [ ] Review the above information for accuracy
    - [ ] Review [our documentation](https://handbook.gitlab.com/handbook/support/readiness/operations/docs/policies/gratis_support/#extensions) for this and ensure it passes all required checks/validations
    - [ ] Ensure the approver has checked the above box to signal approval
    - [ ] Implement this as per [our documentation](https://handbook.gitlab.com/handbook/support/readiness/operations/docs/policies/gratis_support/#extensions)

    /assign @jcolyer

    /cc @#{requester.username} @#{manager.nil? ? manager_handle : manager.username}

    /label ~"Readiness Priority::Current Quarter" ~"Readiness::Consulting" ~"Zendesk::Global" ~"Support-Ops-Category::Orgs and Users" ~"Gratis Support Request::Former Customer"

    /due in 72 hours
  STRING
end

.opportunity_query ⇒ Object

Returns a SOQL query string to get Opportunity info

Author:

  • Jason Colyer

Since:

  • 1.0.42



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# File 'lib/support_readiness/support_super_form_processor/gratis_support_former_customer.rb', line 236

def self.opportunity_query
  <<~STRING
    SELECT
      Opportunity.Id,
      Opportunity.ARR__c
    FROM Opportunity
    WHERE
      Opportunity.Id = '#{sfdc_opportunity_id}'
  STRING
end

.plan ⇒ Object

Sets the global variable plan

Author:

  • Jason Colyer

Since:

  • 1.0.42



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# File 'lib/support_readiness/support_super_form_processor/gratis_support_former_customer.rb', line 179

def self.plan
  @plan ||= ENV.fetch('GRATIS_SUPPORT_NEW_SUB')
end

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

Process a Gratis Support Former Customer request

Author:

  • Jason Colyer

Since:

  • 1.0.42



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

def self.process!(gitlab_client, gitlab_admin_client, sfdc_client)
  @gitlab_client = gitlab_client
  @gitlab_admin_client = gitlab_admin_client
  @sfdc_client = sfdc_client
  requester
  checks
  issue = Readiness::GitLab::Issues.new
  issue.title = 'Gratis Support Request for a Former Customer'
  issue.description = message
  create = Readiness::GitLab::Issues.create!(@gitlab_client, project, issue)
  puts "Issue created: #{create.web_url}"
  exit 0
end

.project ⇒ Object

Sets the global variable project

Author:

  • Jason Colyer

Since:

  • 1.0.42



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# File 'lib/support_readiness/support_super_form_processor/gratis_support_former_customer.rb', line 79

def self.project
  @project ||= Readiness::GitLab::Projects.find!(@gitlab_client, 12811526)
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/gratis_support_former_customer.rb', line 61

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/gratis_support_former_customer.rb', line 70

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

.sfdc_account ⇒ Object

Sets the global variable sfdc_account

Author:

  • Jason Colyer

Since:

  • 1.0.42



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

def self.
  @sfdc_account ||= 
end

.sfdc_account_id ⇒ Object

Sets the global variable sfdc_account_id

Author:

  • Jason Colyer

Since:

  • 1.0.42



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# File 'lib/support_readiness/support_super_form_processor/gratis_support_former_customer.rb', line 88

def self.
  @sfdc_account_id ||= 
end

.sfdc_opportunity ⇒ Object

Sets the global variable sfdc_opportunity

Author:

  • Jason Colyer

Since:

  • 1.0.42



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# File 'lib/support_readiness/support_super_form_processor/gratis_support_former_customer.rb', line 150

def self.sfdc_opportunity
  @sfdc_opportunity ||= fetch_sfdc_opportunity
end

.sfdc_opportunity_id ⇒ Object

Sets the global variable sfdc_opportunity_id

Author:

  • Jason Colyer

Since:

  • 1.0.42



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# File 'lib/support_readiness/support_super_form_processor/gratis_support_former_customer.rb', line 109

def self.sfdc_opportunity_id
  @sfdc_account_id ||= determine_sfdc_opportunity_id
end