Class: Readiness::SupportSuperFormProcessor::SARequestForSupport

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

Overview

Defines the class SARequestForSupport 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

.arr_at_risk ⇒ Object

Sets the global variable arr_at_risk

Author:

  • Jason Colyer

Since:

  • 1.0.131



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# File 'lib/support_readiness/support_super_form_processor/sa_request_for_support.rb', line 229

def self.arr_at_risk
  @arr_at_risk ||= ENV.fetch('ARR_AT_RISK', '0')
end

.body ⇒ Object

Return the ticket body

Author:

  • Jason Colyer

Since:

  • 1.0.42



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# File 'lib/support_readiness/support_super_form_processor/sa_request_for_support.rb', line 266

def self.body
  <<~STRING
    <p>
      Greetings
    </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>
      A SA has filed a request for assistance with Support.
    </p>
    <p>
      The information for this is as follows:
    </p>
    <ul>
      <li><a href='#{slack_url}' target='_blank'>Slack discussion</a>
      <li>Preferred Region for Support: #{region}</li>
      <li>Level of Urgency: #{request_priority}</li>
      <li>#{Readiness::SupportSuperFormProcessor::Shared.()}</li>
      <li>#{Readiness::SupportSuperFormProcessor::Shared.sfdc_opportunity_string(sfdc_opportunity)}</li>
      <li>ARR at risk: $#{sprintf("%.2f", arr_at_risk.to_f)}</li>
      <li>Request category: #{category_value}</li>
    </ul>
    <p>
      What is expected from Support?
    </p>
    <pre>
      #{expectations}
    </pre>
    <p>
      Issue description
    </p>
    <pre>
      #{issue_description}
    </pre>
    <p>
      Context/resources
    </p>
    <pre>
      #{context}
    </pre>
    <p>
      Replication information
    </p>
    <pre>
      #{replication}
    </pre>
  STRING
end

.category ⇒ Object

Sets the global variable category

Author:

  • Jason Colyer

Since:

  • 1.0.131



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# File 'lib/support_readiness/support_super_form_processor/sa_request_for_support.rb', line 238

def self.category
  @category ||= ENV.fetch('SUPPORT_IR_SUBCATEGORY', 'other')
end

.category_value ⇒ Object

Determines category value from global variable

Author:

  • Jason Colyer

Since:

  • 1.0.131



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# File 'lib/support_readiness/support_super_form_processor/sa_request_for_support.rb', line 246

def self.category_value
  case category
  when 'lnr'
    'L&R (License & Registration)'
  when 'com'
    'GitLab.com'
  when 'sm'
    'Self-Managed'
  when 'dedicated'
    'GitLab Dedicated'
  else
    'Unknown'
  end
end

.context ⇒ Object

Sets the global variable internal_request_support_sa_context

Author:

  • Jason Colyer

Since:

  • 1.0.131



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# File 'lib/support_readiness/support_super_form_processor/sa_request_for_support.rb', line 211

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

.expectations ⇒ Object

Sets the global variable expectations

Author:

  • Jason Colyer

Since:

  • 1.0.42



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# File 'lib/support_readiness/support_super_form_processor/sa_request_for_support.rb', line 166

def self.expectations
  @expectations ||= ENV.fetch('SUPPORT_EXPECTATION')
end

.issue_description ⇒ Object

Sets the global variable issue_description

Author:

  • Jason Colyer

Since:

  • 1.0.131



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# File 'lib/support_readiness/support_super_form_processor/sa_request_for_support.rb', line 202

def self.issue_description
  @issue_description ||= ENV.fetch('TICKET_BODY')
end

.process!(gitlab_client, gitlab_admin_client, zendesk_client, sandbox = false) ⇒ Object

Process a SA Request for Support request

Author:

  • Jason Colyer

Since:

  • 1.0.42



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

def self.process!(gitlab_client, gitlab_admin_client, zendesk_client, sandbox = false)
  @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)
  @support_ir_form = Readiness::Zendesk::TicketForms.find_by_name(@zendesk_client, 'Support Internal Request', @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)
  @channel_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'Channel (Received at email)', @ticket_fields)        
  requester
  zd_user
  ticket = Readiness::Zendesk::Tickets.new
  ticket.email_ccs = [
    { user_id: zd_user.id }
  ]
  if sandbox
    ticket.requester_id = 12816218763676
    ticket.submitter_id = 12816218763676
  else
    ticket.requester_id = 379855863520
    ticket.submitter_id = 379855863520
  end        
  ticket.comment = { html_body: body }
  ticket.subject = ticket_subject
  ticket.tags = %w[support_internal_request support_valid_request support_ir_sa_request_for_support]
  ticket.tags.push("support_internal_request_category_#{category}")
  ticket.priority = request_priority
  ticket.status = 'new'
  ticket.ticket_form_id = @support_ir_form.id
  ticket.custom_fields = [
    { id: @area_of_focus_field.id, value: 'aof_other' },
    { id: @ticket_stage_field.id, value: 'stage-frt' },
    { id: @prfs_field.id, value: region_string },
    { 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: severity },
    { id: @arr_field.id, value: '0' },
    { id: @priority_field.id, value: request_priority },
    { id: @channel_field.id, value: 'created_by_agent' }          
  ]
  create = Readiness::Zendesk::Tickets.create!(@zendesk_client, ticket)
  puts "Ticket created: #{create.id}"
end

.region ⇒ Object

Sets the global variable region

Author:

  • Jason Colyer

Since:

  • 1.0.42



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

def self.region
  @region ||= ENV.fetch('PREFERRED_REGION')
end

.region_string ⇒ Object

Return the string to use for the region field

Author:

  • Jason Colyer

Since:

  • 1.0.42



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

def self.region_string
  case region
  when 'AMER'
    'americas__usa'
  when 'APAC'
    'asia_pacific'
  when 'EMEA'
    'europe__middle_east__africa'
  else
    'all_regions'
  end
end

.replication ⇒ Object

Sets the global variable replication

Author:

  • Jason Colyer

Since:

  • 1.0.131



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# File 'lib/support_readiness/support_super_form_processor/sa_request_for_support.rb', line 220

def self.replication
  @replication ||= ENV.fetch('TICKET_REPLICATION', '')
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/sa_request_for_support.rb', line 139

def self.request_priority
  @request_priority ||= ENV.fetch('URGENCY')
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/sa_request_for_support.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/sa_request_for_support.rb', line 94

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

.severity ⇒ Object

Return the string to use for the severity field

Author:

  • Jason Colyer

Since:

  • 1.0.42



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

def self.severity
  case request_priority
  when 'urgent'
    'sev1'
  when 'high'
    'sev2'
  when 'medium'
    'sev3'
  when 'low'
    'sev4'
  end
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/sa_request_for_support.rb', line 175

def self.
  @sfdc_account ||= ENV.fetch('SFDC_ACCOUNT')
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/sa_request_for_support.rb', line 184

def self.sfdc_opportunity
  @sfdc_opportunity ||= ENV.fetch('SFDC_OPPORTUNITY')
end

.slack_url ⇒ Object

Sets the global variable slack_url

Author:

  • Jason Colyer

Since:

  • 1.0.42



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# File 'lib/support_readiness/support_super_form_processor/sa_request_for_support.rb', line 157

def self.slack_url
  @slack_url ||= ENV.fetch('SLACK_LINK')
end

.ticket_subject ⇒ Object

Sets the global variable ticket_subject

Author:

  • Jason Colyer

Since:

  • 1.0.131



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# File 'lib/support_readiness/support_super_form_processor/sa_request_for_support.rb', line 193

def self.ticket_subject
  @ticket_subject ||= ENV.fetch('TICKET_SUBJECT', 'Support Internal Request - SA - Request for Support')
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/sa_request_for_support.rb', line 85

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