Class: Readiness::TicketProcessor::EmailSuppressions

Inherits:
Client
  • Object
show all
Defined in:
lib/support_readiness/ticket_processor/email_suppressions.rb

Overview

Defines the class EmailSuppressions within the module Zendesk.

Author:

  • Jason Colyer

Since:

  • 1.0.44

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

.no_bounce_exists ⇒ Object

Since:

  • 1.0.44



65
66
67
68
69
70
71
72
73
74
 
# File 'lib/support_readiness/ticket_processor/email_suppressions.rb', line 65

def self.no_bounce_exists
  new_ticket = Readiness::Zendesk::Tickets.new
  new_ticket.id = @ticket.id
  new_ticket.status = 'pending'
  new_ticket.comment = { body: no_bounce_exists_comment }
  new_ticket.custom_fields = [
    { id: @ticket_stage_field.id, value: 'stage-frt' }
  ]
  Readiness::Zendesk::Tickets.update!(@zendesk_client, new_ticket)
end

.no_bounce_exists_comment ⇒ Object

Since:

  • 1.0.44



92
93
94
95
96
97
98
99
100
101
102
103
104
 
# File 'lib/support_readiness/ticket_processor/email_suppressions.rb', line 92

def self.no_bounce_exists_comment
  <<~STRING
    Greetings,

    We have checked our systems and have not located any suppressions at this time for your email address (#{@email}). We would recommend checking your spam folder or contacting your email provider to help in locating any recent emails from us you may have received or requested.

    Some common links you might need to get a new email are:

    - Request a new confirmation email via https://gitlab.com/users/confirmation/new
    - Request a new verification challenge by logging into GitLab.com directly and using the link in the prompt.
    - Request a password reset on gitlab.com via https://gitlab.com/users/password/new
  STRING
end

.no_email_given ⇒ Object

Since:

  • 1.0.44



55
56
57
58
59
60
61
62
63
 
# File 'lib/support_readiness/ticket_processor/email_suppressions.rb', line 55

def self.no_email_given
  new_ticket = Readiness::Zendesk::Tickets.new
  new_ticket.id = @ticket.id
  new_ticket.comment = { body: no_email_given_comment, public: false }
  new_ticket.custom_fields = [
    { id: @ticket_stage_field.id, value: 'stage-frt' }
  ]
  Readiness::Zendesk::Tickets.update!(@zendesk_client, new_ticket)
end

.no_email_given_comment ⇒ Object

Since:

  • 1.0.44



76
77
78
79
80
81
82
83
84
85
86
87
88
89
90
 
# File 'lib/support_readiness/ticket_processor/email_suppressions.rb', line 76

def self.no_email_given_comment
  <<~STRING
    We were unable to check for email suppressions on this ticket as the value of the `Impacted email address` is blank.

    Please do the following to correct this and have this ticket re-autoworked:

    - Please review the ticket and correct the field 'Impacted email address' to have a valid value
    - Remove any of the following tags:
      - `autowork_no_confirmation_email`
      - `autowork_forgot_password`
      - `autowork_notification_emails`

    Make sure to save the update on the ticket. This should re-trigger the autowork script for you.
  STRING
end

.process!(zendesk_client, mailgun_client, ticket_id) ⇒ Object

Process an Email Suppression request

Author:

  • Jason Colyer

Since:

  • 1.0.44



18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
51
52
53
 
# File 'lib/support_readiness/ticket_processor/email_suppressions.rb', line 18

def self.process!(zendesk_client, mailgun_client, ticket_id)
  @zendesk_client = zendesk_client
  @mailgun_client = mailgun_client
  @ticket_id = ticket_id
  @ticket = Readiness::Zendesk::Tickets.find(@zendesk_client, @ticket_id)
  puts 'No ticket found, so no org notes to add' if @ticket.is_a? Hash
  exit 0 if @ticket.is_a? Hash

  puts 'Ticket is closed, so no org notes to add' if @ticket.status == 'closed'
  exit 0 if @ticket.status == 'closed'

  @ticket_fields = Readiness::Zendesk::TicketFields.list(@zendesk_client)
  @impacted_email_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'Impacted email address', @ticket_fields)
  @ticket_stage_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'Ticket Stage', @ticket_fields)
  @email = @ticket.custom_fields.detect { |t| t['id'] == @impacted_email_field.id }['value']        
  return no_email_given if @email.nil?

  bounce = Readiness::Mailgun::Bounces.find(@mailgun_client, @email)
  if bounce.address.nil?
    no_bounce_exists
  else
    Readiness::Mailgun::Bounces.delete!(@mailgun_client, bounce)
    new_ticket = Readiness::Zendesk::Tickets.new
    new_ticket.id = @ticket.id
    new_ticket.comment = { body: suppression_removed_note(bounce), public: false }
    Readiness::Zendesk::Tickets.update!(@zendesk_client, new_ticket)
    new_ticket = Readiness::Zendesk::Tickets.new
    new_ticket.id = @ticket.id
    new_ticket.status = 'solved'
    new_ticket.comment = { body: suppression_removed_comment, public: true }
    new_ticket.custom_fields = [
      { id: @ticket_stage_field.id, value: 'stage-frt' }
    ]
    Readiness::Zendesk::Tickets.update!(@zendesk_client, new_ticket)
  end
end

.suppression_removed_comment ⇒ Object

Since:

  • 1.0.44



117
118
119
120
121
122
123
124
125
126
127
128
129
130
131
132
133
134
135
 
# File 'lib/support_readiness/ticket_processor/email_suppressions.rb', line 117

def self.suppression_removed_comment
  <<~STRING
    Greetings,

    It looks like a suppression had been placed in our system on your email address (#{@email}) for gitlab.com emails, so no further emails from that system would have reached you.

    We have cleared that suppression for you at this time.

    Some common links you might need to get a new email are:

    - Request a new confirmation email via https://gitlab.com/users/confirmation/new
    - Request a new verification challenge by logging into GitLab.com directly and using the link in the prompt.
    - Request a password reset on gitlab.com via https://gitlab.com/users/password/new

    With the removal of the suppression, this ticket has been marked as solved.

    If the suppression removal did not solve the problem and you are still not receiving emails from gitlab.com, please reply to this email to reopen the ticket and alert GitLab Support.
  STRING
end

.suppression_removed_note(bounce) ⇒ Object

Since:

  • 1.0.44



106
107
108
109
110
111
112
113
114
115
 
# File 'lib/support_readiness/ticket_processor/email_suppressions.rb', line 106

def self.suppression_removed_note(bounce)
  <<~STRING
    Suppression found and removed in mg.gitlab.com:

    - Email: #{bounce.address}
    - Code: #{bounce.code}
    - Error: #{bounce.error}
    - Time:  #{bounce.created_at}
  STRING
end