Class: Readiness::TicketProcessor::OrganizationNotes

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

Overview

Defines the class OrganizationNotes 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

.addons_message ⇒ Object

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  • 1.0.44



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# File 'lib/support_readiness/ticket_processor/organization_notes.rb', line 355

def self.addons_message
  addons = []
  addons.push('GitLab Duo Premium') if @organization.organization_fields['sub_consumption_duo_premium']
  addons.push('GitLab Duo Enterprise') if @organization.organization_fields['sub_consumption_duo_enterprise']
  addons.push('GitLab Duo with Amazon Q') if @organization.organization_fields['sub_consumption_duo_amazon_q']
  addons.push('Success Advanced') if @organization.organization_fields['sub_ss_success_growth']
  addons.push('Success Signature') if @organization.organization_fields['sub_ss_success_enterprise']
  addons.push('Consumption (CI/CD Minutes)') if @organization.organization_fields['sub_consumption_cicd_minutes']
  addons.push('Consumption (Storage)') if @organization.organization_fields['sub_consumption_storage']
  addons.push('Enterprise Agile Planning') if @organization.organization_fields['sub_consumption_eap']
  addons.push('Professional Services') if @organization.organization_fields['sub_proserv']
  addons.push('Assigned Support Engineer') if @organization.organization_fields['sub_ss_ase']
  addons
  return '' if addons.count.zero?

  <<~STRING
    ## This organization has the following active addons:

    #{addons.map { |s| "- #{s}" }.join("\n")}
  STRING
end

.cmp_string ⇒ Object

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  • 1.0.44



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# File 'lib/support_readiness/ticket_processor/organization_notes.rb', line 256

def self.cmp_string
  return nil if @organization.organization_fields['cmp_id'].nil?

  "### This organization is using a contact management project!"
end

.collab_project_string ⇒ Object

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  • 1.0.44



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# File 'lib/support_readiness/ticket_processor/organization_notes.rb', line 234

def self.collab_project_string
  return '' if @organization.organization_fields['am_project_id'].nil?

  <<~STRING
    ---

    ## NOTE: This organization has an AM Collaboration project!
  STRING
end

.create_notes_file ⇒ Object

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  • 1.0.44



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# File 'lib/support_readiness/ticket_processor/organization_notes.rb', line 125

def self.create_notes_file
  return nil if @sandbox_mode

  content_string = "---\nid: #{@organization.id}\nname: \"#{@organization.name}\"\nnotes:\ndetails:\n"
  commit_params = {
    branch: 'master',
    commit_message: 'Creating default org note file',
    actions: [
      {
        action: 'create',
        file_path: "organizations/#{@organization.id}.yaml",
        content: content_string
      }
    ]
  }
  Readiness::GitLab::Repositories.create_commit!(@gitlab_client, @project, commit_params)
  YAML.safe_load(content_string)
end

.determine_within_grace_period ⇒ Object

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  • 1.0.44



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# File 'lib/support_readiness/ticket_processor/organization_notes.rb', line 119

def self.determine_within_grace_period
  Date.today < (Date.parse(@organization.organization_fields['expiration_date']) + 15.days)
rescue TypeError
  true
end

.emergencies_list ⇒ Object

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  • 1.0.44



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# File 'lib/support_readiness/ticket_processor/organization_notes.rb', line 216

def self.emergencies_list
  org_tickets = Readiness::Zendesk::Organizations.tickets(@zendesk_client, @organization)
  list = org_tickets.select { |t| t.ticket_form_id == 360001264259 }
  emergencies = list.reject { |t| t.id == @ticket.id }
  return '' if emergencies.count.zero?

  output = []
  emergencies.each do |e|
    string = "- [#{e.subject}](https://gitlab.zendesk.com/agent/tickets/#{e.id}) - created #{e.created_at}"
    output.push(string)
  end
  <<~STRING
    ## Recent Emergencies

    #{output.join("\n")}
  STRING
end

.escalated_string ⇒ Object

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  • 1.0.44



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# File 'lib/support_readiness/ticket_processor/organization_notes.rb', line 204

def self.escalated_string
  "---\n\n## NOTE: This organization is in an escalated state.\n\n"
end

.expired_message ⇒ Object

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  • 1.0.44



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# File 'lib/support_readiness/ticket_processor/organization_notes.rb', line 326

def self.expired_message
  '## NOTE: This account is showing as expired. Please confirm manually before proceeding!'
end

.gitlab_dedicated_comment ⇒ Object

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  • 1.0.44



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# File 'lib/support_readiness/ticket_processor/organization_notes.rb', line 377

def self.gitlab_dedicated_comment
  <<~STRING
    ## :information_source: Important Information about this Ticket

    This is a [GitLab Dedicated](https://docs.gitlab.com/ee/subscriptions/gitlab_dedicated/) customer.

    - **Logs**: :warning: Do **not** request GitLab logs from the customer.
    - **Configuration**:
      - Customers **can** access and make changes in the **Admin Area**.
      - :warning: Do **not** request `gitlab.rb`, `values.yaml` or other GitLab configuration files from this customer.
    - :question: Not sure what to do?: Check the [GitLab Dedicated Handbook](https://handbook.gitlab.com/handbook/support/workflows/dedicated_logs/) for information on how to handle :ticket: Dedicated tickets including information on [working with logs](https://handbook.gitlab.com/handbook/support/workflows/dedicated_logs/#working-with-logs).
  STRING
end

.grace_period ⇒ Object

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  • 1.0.44



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# File 'lib/support_readiness/ticket_processor/organization_notes.rb', line 113

def self.grace_period
  Date.parse(@organization.organization_fields['expiration_date']) + 15.days
rescue TypeError
  Date.parse('9999-12-31')
end

.org_details_string ⇒ Object

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  • 1.0.44



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# File 'lib/support_readiness/ticket_processor/organization_notes.rb', line 272

def self.org_details_string
  return nil if @organization.details.to_s == ''

  <<~STRING
    ### Support Readiness Details about this Organizations

    #{@organization.details}
  STRING
end

.org_notes_string ⇒ Object

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  • 1.0.44



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# File 'lib/support_readiness/ticket_processor/organization_notes.rb', line 262

def self.org_notes_string
  return nil if @organization.notes.to_s == ''

  <<~STRING
    ### Support Readiness Notes about this Organizations

    #{@organization.notes}
  STRING
end

.organization_entitlement_comment ⇒ Object

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  • 1.0.44



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# File 'lib/support_readiness/ticket_processor/organization_notes.rb', line 310

def self.organization_entitlement_comment
  return expired_message if @organization.organization_fields['support_level'] == 'Expired'
  return prospect_message if @organization.tags.include? 'priority_prospect'
  <<~STRING
    #{subscriptions_message}
    #{addons_message}
  STRING
end

.organization_info_comment ⇒ Object

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  • 1.0.44



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# File 'lib/support_readiness/ticket_processor/organization_notes.rb', line 144

def self.organization_info_comment
  if @sandbox_mode
    note_file_contents = 'Being in the Sandbox, there is no organization notes file to use'
  else
    note_file_contents = @notes_file['notes']
  end        
  <<~STRING
    #{@organization.organization_fields['org_in_escalated_state'] ? escalated_string : ''}
    ## Organization Notes

    #{note_file_contents}

    Manage this organization note via https://gitlab.com/gitlab-com/support/zendesk-global/organizations/-/blob/master/organizations/#{@organization.id}.yaml

    #{partner_troubleshooting_string}

    ---

    ## Organization Info

    - Account type: #{@organization.organization_fields['account_type'].to_s.capitalize}
    - Sales Segmentation: #{@organization.organization_fields['sales_segmentation'].to_s.capitalize}
    - Account Owner: #{@organization.organization_fields['account_owner']}
    - Customer Success Manager: #{@organization.organization_fields['technical_account_manager']}
    - Solutions Architect: #{@organization.organization_fields['solutions_architect']}
    - Expiration/Next Renewal Date: #{@organization.organization_fields['expiration_date']}
    - Salesforce: [#{@organization.organization_fields['salesforce_id']}](https://gitlab.lightning.force.com/lightning/r/Account/#{@organization.organization_fields['salesforce_id']}/view)

    #{emergencies_list}

    #{collab_project_string}

    #{readiness_string}
  STRING
end

.partner_troubleshooting_string ⇒ Object

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  • 1.0.44



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# File 'lib/support_readiness/ticket_processor/organization_notes.rb', line 208

def self.partner_troubleshooting_string
  field = @ticket.custom_fields.detect { |t| t['id'] == 360012194220 }
  return '' if field.nil?
  return '' if field['value'].nil?

  "---\n\n## Partner Troubleshooting\n\n#{field['value']}\n\n"
end

.process_global!(zendesk_client, gitlab_client, ticket_id, sandbox_mode = false) ⇒ Object

Process an Organization Notes request for Zendesk Global

Author:

  • Jason Colyer

Since:

  • 1.0.44



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# File 'lib/support_readiness/ticket_processor/organization_notes.rb', line 55

def self.process_global!(zendesk_client, gitlab_client, ticket_id, sandbox_mode = false)
  @zendesk_client = zendesk_client
  @gitlab_client = gitlab_client
  @ticket_id = ticket_id
  @sandbox_mode = sandbox_mode
  @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'

  puts 'No organization, so no org notes to add' if @ticket.organization_id.nil?
  exit 0 if @ticket.organization_id.nil?

  @organization = Readiness::Zendesk::Organizations.find!(@zendesk_client, @ticket.organization_id)
  @project = Readiness::GitLab::Projects.find!(@gitlab_client, 27675679)
  file = Readiness::GitLab::Repositories.raw_file(@gitlab_client, @project, "organizations/#{@organization.id}.yaml", 'master')
  yaml = YAML.safe_load(file)
  @notes_file = if yaml['message']
                  create_notes_file
                else
                  yaml
                end
  print 'Making organization info comment...'
  new_ticket = Readiness::Zendesk::Tickets.new
  new_ticket.id = @ticket.id
  new_ticket.comment = { body: organization_info_comment.gsub("\n\n\n\n", "\n\n").strip, public: false }
  Readiness::Zendesk::Tickets.update!(zendesk_client, new_ticket)
  puts 'done'
  sleep 3
  print 'Making organization entitlement info comment...'
  new_ticket.comment = { body: organization_entitlement_comment.gsub("\n\n\n\n", "\n\n").strip, public: false }
  Readiness::Zendesk::Tickets.update!(zendesk_client, new_ticket)
  puts 'done'
  if @organization.organization_fields['sub_gitlab_dedicated']
    sleep 3
    print 'Making GitLab Dedicated note...'
    new_ticket.comment = { body: gitlab_dedicated_comment.gsub("\n\n\n\n", "\n\n").strip, public: false }
    Readiness::Zendesk::Tickets.update!(zendesk_client, new_ticket)
    puts 'done'
  end
  if @organization.organization_fields['support_level'] == 'Expired' && within_grace_period?
    sleep 3
    print 'Adding within_grace_period tag...'
    @ticket = Readiness::Zendesk::Tickets.find(@zendesk_client, @ticket_id)
    new_ticket = Readiness::Zendesk::Tickets.new
    new_ticket.id = @ticket.id
    new_ticket.tags = @ticket.tags + ['within_grace_period']
    Readiness::Zendesk::Tickets.update!(zendesk_client, new_ticket)
    puts 'done'
  end
end

.process_usgov!(zendesk_client, ticket_id) ⇒ Object

Process an Organization Notes request for Zendesk US Government

Author:

  • Jason Colyer

Since:

  • 1.0.45



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# File 'lib/support_readiness/ticket_processor/organization_notes.rb', line 18

def self.process_usgov!(zendesk_client, ticket_id)
  @zendesk_client = zendesk_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'

  puts 'No organization, so no org notes to add' if @ticket.organization_id.nil?
  exit 0 if @ticket.organization_id.nil?

  @organization = Readiness::Zendesk::Organizations.find!(@zendesk_client, @ticket.organization_id)
  print 'Making organization info comment...'
  new_ticket = Readiness::Zendesk::Tickets.new
  new_ticket.id = @ticket.id
  new_ticket.comment = { body: usgov_organization_info_comment.gsub("\n\n\n\n", "\n\n").strip, public: false }
  Readiness::Zendesk::Tickets.update!(zendesk_client, new_ticket)
  puts 'done'
  sleep 3
  print 'Making organization entitlement info comment...'
  new_ticket.comment = { body: organization_entitlement_comment.gsub("\n\n\n\n", "\n\n").strip, public: false }
  Readiness::Zendesk::Tickets.update!(zendesk_client, new_ticket)
  puts 'done'
  sleep 3
  print 'Making organization support hours info comment...'
  new_ticket.comment = { body: usgov_support_hours_comment.gsub("\n\n\n\n", "\n\n").strip, public: false }
  Readiness::Zendesk::Tickets.update!(zendesk_client, new_ticket)
  puts 'done'
end

.prospect_message ⇒ Object

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  • 1.0.44



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# File 'lib/support_readiness/ticket_processor/organization_notes.rb', line 330

def self.prospect_message
  '## NOTE: This is a priority prospect and is eligible for support.'
end

.readiness_string ⇒ Object

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  • 1.0.44



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# File 'lib/support_readiness/ticket_processor/organization_notes.rb', line 244

def self.readiness_string
  output = [
    cmp_string,
    org_notes_string,
    org_details_string,
    shared_org_string
].compact
  <<~STRING
    #{output.join("\n\n")}
  STRING
end

.shared_org_string ⇒ Object

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# File 'lib/support_readiness/ticket_processor/organization_notes.rb', line 302

def self.shared_org_string
  return nil unless @organization.shared_tickets

  return "### This organization has shared org permissions (read only)" unless @organization.shared_comments

  "### This organization has shared org permissions (read+write)"
end

.subscriptions_message ⇒ Object

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  • 1.0.44



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# File 'lib/support_readiness/ticket_processor/organization_notes.rb', line 334

def self.subscriptions_message
  subs = []
  subs.push('Community (unidentified type)') if @organization.organization_fields['sub_community_other']
  subs.push('GitLab.com Premium') if @organization.organization_fields['sub_dotcom_premium']
  subs.push('GitLab.com Ultimate') if @organization.organization_fields['sub_dotcom_ultimate']
  subs.push('Community (EDU)') if @organization.organization_fields['sub_edu']
  subs.push('GitLab Dedicated') if @organization.organization_fields['sub_gitlab_dedicated']
  subs.push('Community (OSS)') if @organization.organization_fields['sub_oss']
  subs.push('Self-Managed Premium') if @organization.organization_fields['sub_sm_premium']
  subs.push('Self-Managed Starter') if @organization.organization_fields['sub_sm_starter']
  subs.push('Self-Managed Ultimate') if @organization.organization_fields['sub_sm_ultimate']
  subs
  return '' if subs.count.zero?

  <<~STRING
    ## This organization has the following active subscription types:

    #{subs.map { |s| "- #{s}" }.join("\n")}
  STRING
end

.usgov_org_details_string ⇒ Object

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# File 'lib/support_readiness/ticket_processor/organization_notes.rb', line 292

def self.usgov_org_details_string
  return nil if @organization.details.to_s == ''

  <<~STRING
    ## Organization Details

    #{@organization.details}
  STRING
end

.usgov_org_notes_string ⇒ Object

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# File 'lib/support_readiness/ticket_processor/organization_notes.rb', line 282

def self.usgov_org_notes_string
  return nil if @organization.notes.to_s == ''

  <<~STRING
    ## Organization Notes

    #{@organization.notes}
  STRING
end

.usgov_organization_entitlement_comment ⇒ Object

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# File 'lib/support_readiness/ticket_processor/organization_notes.rb', line 319

def self.usgov_organization_entitlement_comment
  <<~STRING
    #{subscriptions_message}
    #{addons_message}
  STRING
end

.usgov_organization_info_comment ⇒ Object

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# File 'lib/support_readiness/ticket_processor/organization_notes.rb', line 180

def self.usgov_organization_info_comment
  <<~STRING
    #{@organization.organization_fields['org_in_escalated_state'] ? escalated_string : ''}
    #{usgov_org_notes_string}

    #{usgov_org_details_string}

    ## Organization Info

    - Account type: #{@organization.organization_fields['account_type'].to_s.capitalize}
    - Sales Segmentation: #{@organization.organization_fields['sales_segmentation'].to_s.capitalize}
    - Account Owner: #{@organization.organization_fields['account_owner']}
    - Customer Success Manager: #{@organization.organization_fields['technical_account_manager']}
    - Solutions Architect: #{@organization.organization_fields['solutions_architect']}
    - Expiration/Next Renewal Date: #{@organization.organization_fields['expiration_date']}
    - Salesforce: [#{@organization.organization_fields['salesforce_id']}](https://gitlab.lightning.force.com/lightning/r/Account/#{@organization.organization_fields['salesforce_id']}/view)

    #{emergencies_list}

    #{collab_project_string}

  STRING
end

.usgov_support_hours_comment ⇒ Object

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# File 'lib/support_readiness/ticket_processor/organization_notes.rb', line 391

def self.usgov_support_hours_comment
  type = if @organization.tags.include?('24x7_emergency_support_manual') || @organization.organization_fields['emergency_support_24x7']
            '24x7'
          else
            '12x5'
          end
  hours = if @ticket.ticket_form_id == 360001421112 || @ticket.ticket_form_id == '360001421112'
            '0500-1700 Pacific Time, 7 days a week'
          elsif type == '24x7' && %w[high urgent].include?(@ticket.priority)
            '24x7'
          else
            'Monday through Friday, 0500-1700 Pacific Time'
          end
  <<~STRING
    ## Support Hours

    This customer is currently entitled to #{type} support.

    As this ticket has a priority of #{@ticket.priority}, this means the hours of SLA for this customer are #{hours}.

    Please ensure reply times follow the above information.
  STRING
end

.within_grace_period? ⇒ Boolean

Returns:

  • (Boolean)

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  • 1.0.44



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# File 'lib/support_readiness/ticket_processor/organization_notes.rb', line 109

def self.within_grace_period?
  Date.today < grace_period
end