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- # Copyright (C) 2012-2023 Zammad Foundation, https://zammad-foundation.org/
- require 'rails_helper'
- require 'models/application_model_examples'
- require 'models/concerns/can_be_imported_examples'
- require 'models/concerns/can_csv_import_examples'
- require 'models/concerns/can_csv_import_ticket_examples'
- require 'models/concerns/checks_core_workflow_examples'
- require 'models/concerns/has_history_examples'
- require 'models/concerns/has_tags_examples'
- require 'models/concerns/has_taskbars_examples'
- require 'models/concerns/has_xss_sanitized_note_examples'
- require 'models/concerns/has_object_manager_attributes_examples'
- require 'models/tag/writes_to_ticket_history_examples'
- require 'models/ticket/calls_stats_ticket_reopen_log_examples'
- require 'models/ticket/enqueues_user_ticket_counter_job_examples'
- require 'models/ticket/escalation_examples'
- require 'models/ticket/resets_pending_time_seconds_examples'
- require 'models/ticket/sets_close_time_examples'
- require 'models/ticket/sets_last_owner_update_time_examples'
- RSpec.describe Ticket, type: :model do
- subject(:ticket) { create(:ticket) }
- it_behaves_like 'ApplicationModel'
- it_behaves_like 'CanBeImported'
- it_behaves_like 'CanCsvImport'
- include_examples 'CanCsvImport - Ticket specific tests'
- it_behaves_like 'ChecksCoreWorkflow'
- it_behaves_like 'HasHistory', history_relation_object: ['Ticket::Article', 'Mention', 'Ticket::SharedDraftZoom']
- it_behaves_like 'HasTags'
- it_behaves_like 'TagWritesToTicketHistory'
- it_behaves_like 'HasTaskbars'
- it_behaves_like 'HasXssSanitizedNote', model_factory: :ticket
- it_behaves_like 'HasObjectManagerAttributes'
- it_behaves_like 'Ticket::Escalation'
- it_behaves_like 'TicketCallsStatsTicketReopenLog'
- it_behaves_like 'TicketEnqueuesTicketUserTicketCounterJob'
- it_behaves_like 'TicketResetsPendingTimeSeconds'
- it_behaves_like 'TicketSetsCloseTime'
- it_behaves_like 'TicketSetsLastOwnerUpdateTime'
- describe 'Class methods:' do
- describe '.selectors' do
- # https://github.com/zammad/zammad/issues/1769
- context 'when matching multiple tickets, each with multiple articles' do
- let(:tickets) { create_list(:ticket, 2) }
- before do
- create(:ticket_article, ticket: tickets.first, from: 'asdf1@blubselector.de')
- create(:ticket_article, ticket: tickets.first, from: 'asdf2@blubselector.de')
- create(:ticket_article, ticket: tickets.first, from: 'asdf3@blubselector.de')
- create(:ticket_article, ticket: tickets.last, from: 'asdf4@blubselector.de')
- create(:ticket_article, ticket: tickets.last, from: 'asdf5@blubselector.de')
- create(:ticket_article, ticket: tickets.last, from: 'asdf6@blubselector.de')
- end
- let(:condition) do
- {
- 'article.from' => {
- operator: 'contains',
- value: 'blubselector.de',
- },
- }
- end
- it 'returns a list of unique tickets (i.e., no duplicates)' do
- expect(described_class.selectors(condition, limit: 100, access: 'full'))
- .to contain_exactly(2, tickets.to_a)
- end
- end
- context 'when customer has multiple organizations' do
- let(:organization1) { create(:organization) }
- let(:organization2) { create(:organization) }
- let(:organization3) { create(:organization) }
- let(:customer) { create(:customer, organization: organization1, organizations: [organization2, organization3]) }
- let(:ticket1) { create(:ticket, customer: customer, organization: organization1) }
- let(:ticket2) { create(:ticket, customer: customer, organization: organization2) }
- let(:ticket3) { create(:ticket, customer: customer, organization: organization3) }
- before do
- ticket1 && ticket2 && ticket3
- end
- context 'when current user organization is used' do
- let(:condition) do
- {
- 'ticket.organization_id' => {
- operator: 'is', # is not
- pre_condition: 'current_user.organization_id',
- },
- }
- end
- it 'returns the customer tickets' do
- expect(described_class.selectors(condition, limit: 100, access: 'full', current_user: customer))
- .to contain_exactly(3, include(ticket1, ticket2, ticket3))
- end
- end
- end
- end
- end
- describe 'Instance methods:' do
- describe '#merge_to' do
- let(:target_ticket) { create(:ticket) }
- context 'when source ticket has Links' do
- let(:linked_tickets) { create_list(:ticket, 3) }
- let(:links) { linked_tickets.map { |l| create(:link, from: ticket, to: l) } }
- it 'reassigns all links to the target ticket after merge' do
- expect { ticket.merge_to(ticket_id: target_ticket.id, user_id: 1) }
- .to change { links.each(&:reload).map(&:link_object_source_value) }
- .to(Array.new(3) { target_ticket.id })
- end
- end
- context 'when attempting to cross-merge (i.e., to merge B → A after merging A → B)' do
- before { target_ticket.merge_to(ticket_id: ticket.id, user_id: 1) }
- it 'raises an error' do
- expect { ticket.merge_to(ticket_id: target_ticket.id, user_id: 1) }
- .to raise_error('It is not possible to merge into an already merged ticket.')
- end
- end
- context 'when attempting to self-merge (i.e., to merge A → A)' do
- it 'raises an error' do
- expect { ticket.merge_to(ticket_id: ticket.id, user_id: 1) }
- .to raise_error('A ticket cannot be merged into itself.')
- end
- end
- context 'when both tickets are linked with the same parent (parent->child)' do
- let(:parent) { create(:ticket) }
- before do
- create(:link,
- link_type: 'child',
- link_object_source_value: ticket.id,
- link_object_target_value: parent.id)
- create(:link,
- link_type: 'child',
- link_object_source_value: target_ticket.id,
- link_object_target_value: parent.id)
- ticket.merge_to(ticket_id: target_ticket.id, user_id: 1)
- end
- it 'does remove the link from the merged ticket' do
- links = Link.list(
- link_object: 'Ticket',
- link_object_value: ticket.id
- )
- expect(links.count).to eq(1) # one link to the source ticket (no parent link)
- end
- it 'does not remove the link from the target ticket' do
- links = Link.list(
- link_object: 'Ticket',
- link_object_value: target_ticket.id
- )
- expect(links.count).to eq(2) # one link to the merged ticket + parent link
- end
- end
- context 'when both tickets are linked with the same parent (child->parent)' do
- let(:parent) { create(:ticket) }
- before do
- create(:link,
- link_type: 'child',
- link_object_source_value: parent.id,
- link_object_target_value: ticket.id)
- create(:link,
- link_type: 'child',
- link_object_source_value: parent.id,
- link_object_target_value: target_ticket.id)
- ticket.merge_to(ticket_id: target_ticket.id, user_id: 1)
- end
- it 'does remove the link from the merged ticket' do
- links = Link.list(
- link_object: 'Ticket',
- link_object_value: ticket.id
- )
- expect(links.count).to eq(1) # one link to the source ticket (no parent link)
- end
- it 'does not remove the link from the target ticket' do
- links = Link.list(
- link_object: 'Ticket',
- link_object_value: target_ticket.id
- )
- expect(links.count).to eq(2) # one link to the merged ticket + parent link
- end
- end
- context 'when both tickets are linked with the same parent (different link types)' do
- let(:parent) { create(:ticket) }
- before do
- create(:link,
- link_type: 'normal',
- link_object_source_value: parent.id,
- link_object_target_value: ticket.id)
- create(:link,
- link_type: 'child',
- link_object_source_value: parent.id,
- link_object_target_value: target_ticket.id)
- ticket.merge_to(ticket_id: target_ticket.id, user_id: 1)
- end
- it 'does remove the link from the merged ticket' do
- links = Link.list(
- link_object: 'Ticket',
- link_object_value: ticket.id
- )
- expect(links.count).to eq(1) # one link to the source ticket (no normal link)
- end
- it 'does not remove the link from the target ticket' do
- links = Link.list(
- link_object: 'Ticket',
- link_object_value: target_ticket.id
- )
- expect(links.count).to eq(3) # one lin to the merged ticket + parent link + normal link
- end
- end
- context 'when both tickets having mentions to the same user' do
- let(:watcher) { create(:agent, groups: [ticket.group, target_ticket.group]) }
- before do
- create(:mention, mentionable: ticket, user: watcher)
- create(:mention, mentionable: target_ticket, user: watcher)
- ticket.merge_to(ticket_id: target_ticket.id, user_id: 1)
- end
- it 'does remove the link from the merged ticket' do
- expect(target_ticket.mentions.count).to eq(1) # one mention to watcher user
- end
- end
- context 'when merging a ticket with mentioned user who has no access to the target ticket' do
- let(:watcher) { create(:agent, groups: [ticket.group]) }
- it 'does remove the link from the merged ticket' do
- create(:mention, mentionable: ticket, user: watcher)
- expect { ticket.merge_to(ticket_id: target_ticket.id, user_id: 1) }
- .to change { target_ticket.mentions.count }
- .to(1)
- end
- end
- context 'when merging' do
- let(:merge_user) { create(:user) }
- before do
- # create target ticket early
- # to avoid a race condition
- # when creating the history entries
- target_ticket
- travel 5.minutes
- ticket.merge_to(ticket_id: target_ticket.id, user_id: merge_user.id)
- end
- # Issue #2469 - Add information "Ticket merged" to History
- it 'creates history entries in both the origin ticket and the target ticket' do
- expect(target_ticket.history_get.size).to eq 2
- target_history = target_ticket.history_get.last
- expect(target_history['object']).to eq 'Ticket'
- expect(target_history['type']).to eq 'received_merge'
- expect(target_history['created_by_id']).to eq merge_user.id
- expect(target_history['o_id']).to eq target_ticket.id
- expect(target_history['id_to']).to eq target_ticket.id
- expect(target_history['id_from']).to eq ticket.id
- expect(ticket.history_get.size).to eq 4
- origin_history = ticket.reload.history_get[1]
- expect(origin_history['object']).to eq 'Ticket'
- expect(origin_history['type']).to eq 'merged_into'
- expect(origin_history['created_by_id']).to eq merge_user.id
- expect(origin_history['o_id']).to eq ticket.id
- expect(origin_history['id_to']).to eq target_ticket.id
- expect(origin_history['id_from']).to eq ticket.id
- end
- it 'sends ExternalSync.migrate' do
- allow(ExternalSync).to receive(:migrate)
- ticket.merge_to(ticket_id: target_ticket.id, user_id: merge_user.id)
- expect(ExternalSync).to have_received(:migrate).with('Ticket', ticket.id, target_ticket.id)
- end
- # Issue #2960 - Ticket removal of merged / linked tickets doesn't remove references
- context 'and deleting the origin ticket' do
- it 'adds reference number and title to the target ticket' do
- expect { ticket.destroy }
- .to change { target_ticket.history_get.find { |elem| elem.fetch('type') == 'received_merge' }['value_from'] }
- .to("##{ticket.number} #{ticket.title}")
- end
- end
- # Issue #2960 - Ticket removal of merged / linked tickets doesn't remove references
- context 'and deleting the target ticket' do
- it 'adds reference number and title to the origin ticket' do
- expect { target_ticket.destroy }
- .to change { ticket.history_get.find { |elem| elem.fetch('type') == 'merged_into' }['value_to'] }
- .to("##{target_ticket.number} #{target_ticket.title}")
- end
- end
- end
- # https://github.com/zammad/zammad/issues/3105
- context 'when merge actions triggers exist', :performs_jobs do
- before do
- ticket && target_ticket
- merged_into_trigger && received_merge_trigger && update_trigger
- allow_any_instance_of(described_class).to receive(:perform_changes) do |ticket, trigger|
- log << { ticket: ticket.id, trigger: trigger.id }
- end
- perform_enqueued_jobs do
- ticket.merge_to(ticket_id: target_ticket.id, user_id: 1)
- end
- end
- let(:merged_into_trigger) { create(:trigger, :conditionable, condition_ticket_action: 'update.merged_into') }
- let(:received_merge_trigger) { create(:trigger, :conditionable, condition_ticket_action: 'update.received_merge') }
- let(:update_trigger) { create(:trigger, :conditionable, condition_ticket_action: 'update') }
- let(:log) { [] }
- it 'merge_into triggered with source ticket' do
- expect(log).to include({ ticket: ticket.id, trigger: merged_into_trigger.id })
- end
- it 'received_merge not triggered with source ticket' do
- expect(log).not_to include({ ticket: ticket.id, trigger: received_merge_trigger.id })
- end
- it 'update not triggered with source ticket' do
- expect(log).not_to include({ ticket: ticket.id, trigger: update_trigger.id })
- end
- it 'merge_into not triggered with target ticket' do
- expect(log).not_to include({ ticket: target_ticket.id, trigger: merged_into_trigger.id })
- end
- it 'received_merge triggered with target ticket' do
- expect(log).to include({ ticket: target_ticket.id, trigger: received_merge_trigger.id })
- end
- it 'update not triggered with target ticket' do
- expect(log).not_to include({ ticket: target_ticket.id, trigger: update_trigger.id })
- end
- end
- # https://github.com/zammad/zammad/issues/3105
- context 'when user has notifications enabled', :performs_jobs do
- before do
- user
- allow(OnlineNotification).to receive(:add) do |**args|
- next if args[:object] != 'Ticket'
- log << { type: :online, event: args[:type], ticket_id: args[:o_id], user_id: args[:user_id] }
- end
- allow(NotificationFactory::Mailer).to receive(:notification) do |**args|
- log << { type: :email, event: args[:template], ticket_id: args[:objects][:ticket].id, user_id: args[:user].id }
- end
- perform_enqueued_jobs do
- ticket.merge_to(ticket_id: target_ticket.id, user_id: 1)
- end
- end
- let(:user) { create(:agent, :preferencable, notification_group_ids: [ticket, target_ticket].map(&:group_id), groups: [ticket, target_ticket].map(&:group)) }
- let(:log) { [] }
- it 'merge_into notification sent with source ticket' do
- expect(log).to include({ type: :online, event: 'update.merged_into', ticket_id: ticket.id, user_id: user.id })
- end
- it 'received_merge notification not sent with source ticket' do
- expect(log).not_to include({ type: :online, event: 'update.received_merge', ticket_id: ticket.id, user_id: user.id })
- end
- it 'update notification not sent with source ticket' do
- expect(log).not_to include({ type: :online, event: 'update', ticket_id: ticket.id, user_id: user.id })
- end
- it 'merge_into notification not sent with target ticket' do
- expect(log).not_to include({ type: :online, event: 'update.merged_into', ticket_id: target_ticket.id, user_id: user.id })
- end
- it 'received_merge notification sent with target ticket' do
- expect(log).to include({ type: :online, event: 'update.received_merge', ticket_id: target_ticket.id, user_id: user.id })
- end
- it 'update notification not sent with target ticket' do
- expect(log).not_to include({ type: :online, event: 'update', ticket_id: target_ticket.id, user_id: user.id })
- end
- it 'merge_into email sent with source ticket' do
- expect(log).to include({ type: :email, event: 'ticket_update_merged_into', ticket_id: ticket.id, user_id: user.id })
- end
- it 'received_merge email not sent with source ticket' do
- expect(log).not_to include({ type: :email, event: 'ticket_update_received_merge', ticket_id: ticket.id, user_id: user.id })
- end
- it 'update email not sent with source ticket' do
- expect(log).not_to include({ type: :email, event: 'ticket_update', ticket_id: ticket.id, user_id: user.id })
- end
- it 'merge_into email not sent with target ticket' do
- expect(log).not_to include({ type: :email, event: 'ticket_update_merged_into', ticket_id: target_ticket.id, user_id: user.id })
- end
- it 'received_merge email sent with target ticket' do
- expect(log).to include({ type: :email, event: 'ticket_update_received_merge', ticket_id: target_ticket.id, user_id: user.id })
- end
- it 'update email not sent with target ticket' do
- expect(log).not_to include({ type: :email, event: 'ticket_update', ticket_id: target_ticket.id, user_id: user.id })
- end
- end
- # https://github.com/zammad/zammad/issues/3105
- context 'when sending notification email correct template', :performs_jobs do
- before do
- user
- allow(NotificationFactory::Mailer).to receive(:send) do |**args|
- log << args[:subject]
- end
- perform_enqueued_jobs do
- ticket.merge_to(ticket_id: target_ticket.id, user_id: 1)
- end
- end
- let(:user) { create(:agent, :preferencable, notification_group_ids: [ticket, target_ticket].map(&:group_id), groups: [ticket, target_ticket].map(&:group)) }
- let(:log) { [] }
- it 'is used for merged_into' do
- expect(log).to include(start_with("Ticket (#{ticket.title}) was merged into another ticket"))
- end
- it 'is used for received_merge' do
- expect(log).to include(start_with("Another ticket was merged into ticket (#{target_ticket.title})"))
- end
- end
- context 'ApplicationHandleInfo context' do
- it 'gets switched to "merge"' do
- allow(ApplicationHandleInfo).to receive('context=')
- ticket.merge_to(ticket_id: target_ticket.id, user_id: 1)
- expect(ApplicationHandleInfo).to have_received('context=').with('merge').at_least(1)
- end
- it 'reverts back to default' do
- allow(ApplicationHandleInfo).to receive('context=')
- ticket.merge_to(ticket_id: target_ticket.id, user_id: 1)
- expect(ApplicationHandleInfo.context).not_to eq 'merge'
- end
- end
- end
- describe '#perform_changes' do
- before do
- stub_const('PERFORMABLE_STRUCT', Struct.new(:id, :perform, keyword_init: true))
- end
- # a `performable` can be a Trigger or a Job
- # we use DuckTyping and expect that a performable
- # implements the following interface
- let(:performable) do
- PERFORMABLE_STRUCT.new(id: 1, perform: perform)
- end
- # Regression test for https://github.com/zammad/zammad/issues/2001
- describe 'argument handling' do
- let(:perform) do
- {
- 'notification.email' => {
- body: "Hello \#{ticket.customer.firstname} \#{ticket.customer.lastname},",
- recipient: %w[article_last_sender ticket_owner ticket_customer ticket_agents],
- subject: "Autoclose (\#{ticket.title})"
- }
- }
- end
- it 'does not mutate contents of "perform" hash' do
- expect { ticket.perform_changes(performable, 'trigger', {}, 1) }
- .not_to change { perform }
- end
- end
- context 'with "ticket.state_id" key in "perform" hash' do
- let(:perform) do
- {
- 'ticket.state_id' => {
- 'value' => Ticket::State.lookup(name: 'closed').id
- }
- }
- end
- it 'changes #state to specified value' do
- expect { ticket.perform_changes(performable, 'trigger', ticket, User.first) }
- .to change { ticket.reload.state.name }.to('closed')
- end
- end
- # Test for backwards compatibility after PR https://github.com/zammad/zammad/pull/2862
- context 'with "pending_time" => { "value": DATE } in "perform" hash' do
- let(:perform) do
- {
- 'ticket.state_id' => {
- 'value' => Ticket::State.lookup(name: 'pending reminder').id.to_s
- },
- 'ticket.pending_time' => {
- 'value' => timestamp,
- },
- }
- end
- let(:timestamp) { Time.zone.now }
- it 'changes pending date to given date' do
- freeze_time do
- expect { ticket.perform_changes(performable, 'trigger', ticket, User.first) }
- .to change(ticket, :pending_time).to(be_within(1.minute).of(timestamp))
- end
- end
- end
- # Test for PR https://github.com/zammad/zammad/pull/2862
- context 'with "pending_time" => { "operator": "relative" } in "perform" hash' do
- shared_examples 'verify' do
- it 'verify relative pending time rule' do
- freeze_time do
- interval = relative_value.send(relative_range).from_now
- expect { ticket.perform_changes(performable, 'trigger', ticket, User.first) }
- .to change(ticket, :pending_time).to(be_within(1.minute).of(interval))
- end
- end
- end
- let(:perform) do
- {
- 'ticket.state_id' => {
- 'value' => Ticket::State.lookup(name: 'pending reminder').id.to_s
- },
- 'ticket.pending_time' => {
- 'operator' => 'relative',
- 'value' => relative_value,
- 'range' => relative_range_config
- },
- }
- end
- let(:relative_range_config) { relative_range.to_s.singularize }
- context 'and value in days' do
- let(:relative_value) { 2 }
- let(:relative_range) { :days }
- include_examples 'verify'
- end
- context 'and value in minutes' do
- let(:relative_value) { 60 }
- let(:relative_range) { :minutes }
- include_examples 'verify'
- end
- context 'and value in weeks' do
- let(:relative_value) { 2 }
- let(:relative_range) { :weeks }
- include_examples 'verify'
- end
- end
- context 'with "ticket.action" => { "value" => "delete" } in "perform" hash' do
- let(:perform) do
- {
- 'ticket.state_id' => { 'value' => Ticket::State.lookup(name: 'closed').id.to_s },
- 'ticket.action' => { 'value' => 'delete' },
- }
- end
- it 'performs a ticket deletion on a ticket' do
- expect { ticket.perform_changes(performable, 'trigger', ticket, User.first) }
- .to change(ticket, :destroyed?).to(true)
- end
- end
- context 'with a "notification.email" trigger' do
- # Regression test for https://github.com/zammad/zammad/issues/1543
- #
- # If a new article fires an email notification trigger,
- # and then another article is added to the same ticket
- # before that trigger is performed,
- # the email template's 'article' var should refer to the originating article,
- # not the newest one.
- #
- # (This occurs whenever one action fires multiple email notification triggers.)
- context 'when two articles are created before the trigger fires once (race condition)' do
- let!(:article) { create(:ticket_article, ticket: ticket) }
- let!(:new_article) { create(:ticket_article, ticket: ticket) }
- let(:trigger) do
- build(:trigger,
- perform: {
- 'notification.email' => {
- body: '',
- recipient: 'ticket_customer',
- subject: ''
- }
- })
- end
- let(:objects) do
- last_article = nil
- last_internal_article = nil
- last_external_article = nil
- all_articles = ticket.articles
- if article.nil?
- last_article = all_articles.last
- last_internal_article = all_articles.reverse.find(&:internal?)
- last_external_article = all_articles.reverse.find { |a| !a.internal? }
- else
- last_article = article
- last_internal_article = article.internal? ? article : all_articles.reverse.find(&:internal?)
- last_external_article = article.internal? ? all_articles.reverse.find { |a| !a.internal? } : article
- end
- {
- ticket: ticket,
- article: last_article,
- last_article: last_article,
- last_internal_article: last_internal_article,
- last_external_article: last_external_article,
- created_article: article,
- created_internal_article: article&.internal? ? article : nil,
- created_external_article: article&.internal? ? nil : article,
- }
- end
- # required by Ticket#perform_changes for email notifications
- before { article.ticket.group.update(email_address: create(:email_address)) }
- it 'passes the first article to NotificationFactory::Mailer' do
- expect(NotificationFactory::Mailer)
- .to receive(:template)
- .with(hash_including(objects: objects))
- .at_least(:once)
- .and_call_original
- expect(NotificationFactory::Mailer)
- .not_to receive(:template)
- .with(hash_including(objects: { ticket: ticket, article: new_article }))
- ticket.perform_changes(trigger, 'trigger', { article_id: article.id }, 1)
- end
- end
- end
- context 'with a notification trigger' do
- # https://github.com/zammad/zammad/issues/2782
- #
- # Notification triggers should log notification as private or public
- # according to given configuration
- let(:user) { create(:admin, mobile: '+37061010000') }
- let(:item) do
- {
- object: 'Ticket',
- object_id: ticket.id,
- user_id: user.id,
- type: 'update',
- article_id: ticket_article.id
- }
- end
- before { ticket.group.users << user }
- let(:perform) do
- {
- notification_key => {
- body: 'Old programmers never die. They just branch to a new address.',
- recipient: 'ticket_agents',
- subject: 'Old programmers never die. They just branch to a new address.'
- }
- }.deep_merge(additional_options).deep_stringify_keys
- end
- let(:notification_key) { "notification.#{notification_type}" }
- let!(:ticket_article) { create(:ticket_article, ticket: ticket) }
- shared_examples 'verify log visibility status' do
- shared_examples 'notification trigger' do
- it 'adds Ticket::Article' do
- expect { ticket.perform_changes(performable, 'trigger', ticket, user) }
- .to change { ticket.articles.count }.by(1)
- end
- it 'new Ticket::Article visibility reflects setting' do
- ticket.perform_changes(performable, 'trigger', ticket, User.first)
- new_article = ticket.articles.reload.last
- expect(new_article.internal).to be target_internal_value
- end
- end
- context 'when set to private' do
- let(:additional_options) do
- {
- notification_key => {
- internal: true
- }
- }
- end
- let(:target_internal_value) { true }
- it_behaves_like 'notification trigger'
- end
- context 'when set to internal' do
- let(:additional_options) do
- {
- notification_key => {
- internal: false
- }
- }
- end
- let(:target_internal_value) { false }
- it_behaves_like 'notification trigger'
- end
- context 'when no selection was made' do # ensure previously created triggers default to public
- let(:additional_options) do
- {}
- end
- let(:target_internal_value) { false }
- it_behaves_like 'notification trigger'
- end
- end
- context 'dispatching email' do
- let(:notification_type) { :email }
- include_examples 'verify log visibility status'
- end
- shared_examples 'add a new article' do
- it 'adds a new article' do
- expect { ticket.perform_changes(performable, 'trigger', item, user) }
- .to change { ticket.articles.count }.by(1)
- end
- end
- shared_examples 'add attachment to new article' do
- include_examples 'add a new article'
- it 'adds attachment to the new article' do
- ticket.perform_changes(performable, 'trigger', item, user)
- article = ticket.articles.last
- expect(article.type.name).to eq('email')
- expect(article.sender.name).to eq('System')
- expect(article.attachments.count).to eq(1)
- expect(article.attachments[0].filename).to eq('some_file.pdf')
- expect(article.attachments[0].preferences['Content-ID']).to eq('image/pdf@01CAB192.K8H512Y9')
- end
- end
- shared_examples 'does not add attachment to new article' do
- include_examples 'add a new article'
- it 'does not add attachment to the new article' do
- ticket.perform_changes(performable, 'trigger', item, user)
- article = ticket.articles.last
- expect(article.type.name).to eq('email')
- expect(article.sender.name).to eq('System')
- expect(article.attachments.count).to eq(0)
- end
- end
- context 'dispatching email with include attachment present' do
- let(:notification_type) { :email }
- let(:additional_options) do
- {
- notification_key => {
- include_attachments: 'true'
- }
- }
- end
- context 'when ticket has an attachment' do
- before do
- UserInfo.current_user_id = 1
- create(:store,
- object: 'Ticket::Article',
- o_id: ticket_article.id,
- data: 'dGVzdCAxMjM=',
- filename: 'some_file.pdf',
- preferences: {
- 'Content-Type': 'image/pdf',
- 'Content-ID': 'image/pdf@01CAB192.K8H512Y9',
- })
- end
- include_examples 'add attachment to new article'
- end
- context 'when ticket does not have an attachment' do
- include_examples 'does not add attachment to new article'
- end
- end
- context 'dispatching email with include attachment not present' do
- let(:notification_type) { :email }
- let(:additional_options) do
- {
- notification_key => {
- include_attachments: 'false'
- }
- }
- end
- context 'when ticket has an attachment' do
- before do
- UserInfo.current_user_id = 1
- create(:store,
- object: 'Ticket::Article',
- o_id: ticket_article.id,
- data: 'dGVzdCAxMjM=',
- filename: 'some_file.pdf',
- preferences: {
- 'Content-Type': 'image/pdf',
- 'Content-ID': 'image/pdf@01CAB192.K8H512Y9',
- })
- end
- include_examples 'does not add attachment to new article'
- end
- context 'when ticket does not have an attachment' do
- include_examples 'does not add attachment to new article'
- end
- end
- context 'dispatching SMS' do
- let(:notification_type) { :sms }
- before { create(:channel, area: 'Sms::Notification') }
- include_examples 'verify log visibility status'
- end
- end
- context 'with a "notification.webhook" trigger', performs_jobs: true do
- let(:webhook) { create(:webhook, endpoint: 'http://api.example.com/webhook', signature_token: '53CR3t') }
- let(:trigger) do
- create(:trigger,
- perform: {
- 'notification.webhook' => { 'webhook_id' => webhook.id }
- })
- end
- it 'schedules the webhooks notification job' do
- expect { ticket.perform_changes(trigger, 'trigger', {}, 1) }.to have_enqueued_job(TriggerWebhookJob).with(
- trigger,
- ticket,
- nil,
- changes: {},
- user_id: nil,
- execution_type: 'trigger',
- event_type: nil,
- )
- end
- end
- context 'Allow placeholders in trigger perform actions for ticket/custom attributes #4216' do
- let(:customer) { create(:customer, mobile: '+491907655431') }
- let(:ticket) { create(:ticket, customer: customer) }
- let(:perform) do
- {
- 'ticket.title' => {
- 'value' => ticket.customer.mobile.to_s,
- }
- }
- end
- it 'does replace custom fields in trigger' do
- ticket.perform_changes(performable, 'trigger', ticket, User.first)
- expect(ticket.reload.title).to eq(customer.mobile)
- end
- end
- end
- describe '#trigger_based_notification?' do
- let(:ticket) { create(:ticket) }
- context 'with a normal user' do
- let(:customer) { create(:customer) }
- it 'send trigger base notification' do
- expect(ticket.send(:trigger_based_notification?, customer)).to be(true)
- end
- end
- context 'with a permanent failed user' do
- let(:failed_date) { 1.second.ago }
- let(:customer) do
- user = create(:customer)
- user.preferences.merge!(mail_delivery_failed: true, mail_delivery_failed_data: failed_date)
- user.save!
- user
- end
- it 'send no trigger base notification' do
- expect(ticket.send(:trigger_based_notification?, customer)).to be(false)
- expect(customer.reload.preferences[:mail_delivery_failed]).to be(true)
- expect(customer.preferences[:mail_delivery_failed_data]).to eq(failed_date)
- end
- context 'with failed date 61 days ago' do
- let(:failed_date) { 61.days.ago }
- it 'send trigger base notification' do
- expect(ticket.send(:trigger_based_notification?, customer)).to be(true)
- expect(customer.reload.preferences[:mail_delivery_failed]).to be(false)
- expect(customer.preferences[:mail_delivery_failed_data]).to be_nil
- end
- end
- context 'with failed date 70 days ago' do
- let(:failed_date) { 70.days.ago }
- it 'send trigger base notification' do
- expect(ticket.send(:trigger_based_notification?, customer)).to be(true)
- expect(customer.reload.preferences[:mail_delivery_failed]).to be(false)
- expect(customer.preferences[:mail_delivery_failed_data]).to be_nil
- end
- end
- end
- end
- describe '#subject_build' do
- context 'with default "ticket_hook_position" setting ("right")' do
- it 'returns the given string followed by a ticket reference (of the form "[Ticket#123]")' do
- expect(ticket.subject_build('foo'))
- .to eq("foo [Ticket##{ticket.number}]")
- end
- context 'and a non-default value for the "ticket_hook" setting' do
- before { Setting.set('ticket_hook', 'bar baz') }
- it 'replaces "Ticket#" with the new ticket hook' do
- expect(ticket.subject_build('foo'))
- .to eq("foo [bar baz#{ticket.number}]")
- end
- end
- context 'and a non-default value for the "ticket_hook_divider" setting' do
- before { Setting.set('ticket_hook_divider', ': ') }
- it 'inserts the new ticket hook divider between "Ticket#" and the ticket number' do
- expect(ticket.subject_build('foo'))
- .to eq("foo [Ticket#: #{ticket.number}]")
- end
- end
- context 'when the given string already contains a ticket reference, but in the wrong place' do
- it 'moves the ticket reference to the end' do
- expect(ticket.subject_build("[Ticket##{ticket.number}] foo"))
- .to eq("foo [Ticket##{ticket.number}]")
- end
- end
- context 'when the given string already contains an alternately formatted ticket reference' do
- it 'reformats the ticket reference' do
- expect(ticket.subject_build("foo [Ticket#: #{ticket.number}]"))
- .to eq("foo [Ticket##{ticket.number}]")
- end
- end
- end
- context 'with alternate "ticket_hook_position" setting ("left")' do
- before { Setting.set('ticket_hook_position', 'left') }
- it 'returns a ticket reference (of the form "[Ticket#123]") followed by the given string' do
- expect(ticket.subject_build('foo'))
- .to eq("[Ticket##{ticket.number}] foo")
- end
- context 'and a non-default value for the "ticket_hook" setting' do
- before { Setting.set('ticket_hook', 'bar baz') }
- it 'replaces "Ticket#" with the new ticket hook' do
- expect(ticket.subject_build('foo'))
- .to eq("[bar baz#{ticket.number}] foo")
- end
- end
- context 'and a non-default value for the "ticket_hook_divider" setting' do
- before { Setting.set('ticket_hook_divider', ': ') }
- it 'inserts the new ticket hook divider between "Ticket#" and the ticket number' do
- expect(ticket.subject_build('foo'))
- .to eq("[Ticket#: #{ticket.number}] foo")
- end
- end
- context 'when the given string already contains a ticket reference, but in the wrong place' do
- it 'moves the ticket reference to the start' do
- expect(ticket.subject_build("foo [Ticket##{ticket.number}]"))
- .to eq("[Ticket##{ticket.number}] foo")
- end
- end
- context 'when the given string already contains an alternately formatted ticket reference' do
- it 'reformats the ticket reference' do
- expect(ticket.subject_build("[Ticket#: #{ticket.number}] foo"))
- .to eq("[Ticket##{ticket.number}] foo")
- end
- end
- end
- end
- describe '#last_original_update_at' do
- let(:result) { ticket.last_original_update_at }
- it 'returns initial customer enquiry time when customer contacted repeatedly' do
- ticket
- target = create(:ticket_article, :inbound_email, ticket: ticket)
- travel 10.minutes
- create(:ticket_article, :inbound_email, ticket: ticket)
- expect(result).to eq target.created_at
- end
- it 'returns agent contact time when customer did not respond to agent reach out' do
- ticket
- create(:ticket_article, :outbound_email, ticket: ticket)
- expect(result).to eq ticket.last_contact_agent_at
- end
- it 'returns nil if no customer response' do
- ticket
- expect(result).to be_nil
- end
- context 'with customer enquiry and agent response' do
- before do
- ticket
- create(:ticket_article, :inbound_email, ticket: ticket)
- travel 10.minutes
- create(:ticket_article, :outbound_email, ticket: ticket)
- travel 10.minutes
- end
- it 'returns last customer enquiry time when agent did not respond yet' do
- target = create(:ticket_article, :inbound_email, ticket: ticket)
- expect(result).to eq target.created_at
- end
- it 'returns agent response time when agent responded to customer enquiry' do
- expect(result).to eq ticket.last_contact_agent_at
- end
- end
- end
- describe '#param_cleanup' do
- it 'does only remove parameters which are invalid and not the complete params hash if one element is invalid (#3743)' do
- expect(described_class.param_cleanup({ state_id: 3, customer_id: 'guess:1234' }, true, false, false)).to eq({ 'state_id' => 3 })
- end
- end
- end
- describe 'Attributes:' do
- describe '#owner' do
- let(:original_owner) { create(:agent, groups: [ticket.group]) }
- before { ticket.update(owner: original_owner) }
- context 'when assigned directly' do
- context 'to an active agent belonging to ticket.group' do
- let(:agent) { create(:agent, groups: [ticket.group]) }
- it 'can be set' do
- expect { ticket.update(owner: agent) }
- .to change { ticket.reload.owner }.to(agent)
- end
- end
- context 'to an agent not belonging to ticket.group' do
- let(:agent) { create(:agent, groups: [other_group]) }
- let(:other_group) { create(:group) }
- it 'resets to default user (id: 1) instead' do
- expect { ticket.update(owner: agent) }
- .to change { ticket.reload.owner }.to(User.first)
- end
- end
- context 'to an inactive agent' do
- let(:agent) { create(:agent, groups: [ticket.group], active: false) }
- it 'resets to default user (id: 1) instead' do
- expect { ticket.update(owner: agent) }
- .to change { ticket.reload.owner }.to(User.first)
- end
- end
- context 'to a non-agent' do
- let(:agent) { create(:customer, groups: [ticket.group]) }
- it 'resets to default user (id: 1) instead' do
- expect { ticket.update(owner: agent) }
- .to change { ticket.reload.owner }.to(User.first)
- end
- end
- end
- context 'when the ticket is updated for any other reason' do
- context 'if original owner is still an active agent belonging to ticket.group' do
- it 'does not change' do
- expect { create(:ticket_article, ticket: ticket) }
- .not_to change { ticket.reload.owner }
- end
- end
- context 'if original owner has left ticket.group' do
- before { original_owner.groups = [] }
- it 'resets to default user (id: 1)' do
- expect { create(:ticket_article, ticket: ticket) }
- .to change { ticket.reload.owner }.to(User.first)
- end
- end
- context 'if original owner has become inactive' do
- before { original_owner.update(active: false) }
- it 'resets to default user (id: 1)' do
- expect { create(:ticket_article, ticket: ticket) }
- .to change { ticket.reload.owner }.to(User.first)
- end
- end
- context 'if original owner has lost agent status' do
- before { original_owner.roles = [create(:role)] }
- it 'resets to default user (id: 1)' do
- Rails.cache.clear
- expect { create(:ticket_article, ticket: ticket) }
- .to change { ticket.reload.owner }.to(User.first)
- end
- end
- context 'when the Ticket is closed' do
- before do
- ticket.update!(state: Ticket::State.lookup(name: 'closed'))
- end
- context 'if original owner is still an active agent belonging to ticket.group' do
- it 'does not change' do
- expect { create(:ticket_article, ticket: ticket) }
- .not_to change { ticket.reload.owner }
- end
- end
- context 'if original owner has left ticket.group' do
- before { original_owner.groups = [] }
- it 'does not change' do
- expect { create(:ticket_article, ticket: ticket) }
- .not_to change { ticket.reload.owner }
- end
- end
- context 'if original owner has become inactive' do
- before { original_owner.update(active: false) }
- it 'does not change' do
- expect { create(:ticket_article, ticket: ticket) }
- .not_to change { ticket.reload.owner }
- end
- end
- context 'if original owner has lost agent status' do
- before { original_owner.roles = [create(:role)] }
- it 'does not change' do
- expect { create(:ticket_article, ticket: ticket) }
- .not_to change { ticket.reload.owner }
- end
- end
- end
- end
- end
- describe '#state' do
- context 'when originally "new" (default)' do
- context 'and a customer article is added' do
- let(:article) { create(:ticket_article, ticket: ticket, sender_name: 'Customer') }
- it 'stays "new"' do
- expect { article }
- .not_to change { ticket.state.name }.from('new')
- end
- end
- context 'and a non-customer article is added' do
- let(:article) { create(:ticket_article, ticket: ticket, sender_name: 'Agent') }
- it 'switches to "open"' do
- expect { article }
- .to change { ticket.reload.state.name }.from('new').to('open')
- end
- end
- end
- context 'when originally "closed"' do
- before { ticket.update(state: Ticket::State.find_by(name: 'closed')) }
- context 'when a non-customer article is added' do
- let(:article) { create(:ticket_article, ticket: ticket, sender_name: 'Agent') }
- it 'stays "closed"' do
- expect { article }.not_to change { ticket.reload.state.name }
- end
- end
- end
- end
- describe '#pending_time' do
- subject(:ticket) { create(:ticket, pending_time: 2.days.from_now) }
- context 'when #state is updated to any non-"pending" value' do
- it 'is reset to nil' do
- expect { ticket.update!(state: Ticket::State.lookup(name: 'open')) }
- .to change(ticket, :pending_time).to(nil)
- end
- end
- # Regression test for commit 92f227786f298bad1ccaf92d4478a7062ea6a49f
- context 'when #state is updated to nil (violating DB NOT NULL constraint)' do
- it 'does not prematurely raise within the callback (#reset_pending_time)' do
- expect { ticket.update!(state: nil) }
- .to raise_error(ActiveRecord::StatementInvalid)
- end
- end
- end
- describe '#escalation_at' do
- before { freeze_time } # freeze time
- let(:sla) { create(:sla, calendar: calendar, first_response_time: 60, response_time: 180, solution_time: 240) }
- let(:calendar) { create(:calendar, :'24/7') }
- context 'with no SLAs in the system' do
- it 'defaults to nil' do
- expect(ticket.escalation_at).to be_nil
- end
- end
- context 'with an SLA in the system' do
- before { sla } # create sla
- it 'is set based on SLA’s #first_response_time' do
- expect(ticket.reload.escalation_at.to_i)
- .to eq(1.hour.from_now.to_i)
- end
- context 'after first agent’s response' do
- before { ticket } # create ticket
- let(:article) { create(:ticket_article, ticket: ticket, sender_name: 'Agent') }
- it 'is updated based on the SLA’s #close_escalation_at' do
- travel(1.minute) # time is frozen: if we don't travel forward, pre- and post-update values will be the same
- expect { article }
- .to change { ticket.reload.escalation_at }
- .to(ticket.reload.close_escalation_at)
- end
- context 'when new #update_time is later than original #solution_time' do
- it 'is updated based on the original #solution_time' do
- travel(2.hours) # time is frozen: if we don't travel forward, pre- and post-update values will be the same
- expect { article }
- .to change { ticket.reload.escalation_at }
- .to(4.hours.after(ticket.created_at))
- end
- end
- end
- end
- context 'when updated after an SLA has been added to the system' do
- before do
- ticket # create ticket
- sla # create sla
- end
- it 'is updated based on the new SLA’s #first_response_time' do
- expect { ticket.save! }
- .to change { ticket.reload.escalation_at.to_i }.from(0).to(1.hour.from_now.to_i)
- end
- end
- context 'when updated after all SLAs have been removed from the system' do
- before do
- sla # create sla
- ticket # create ticket
- sla.destroy
- end
- it 'is set to nil' do
- expect { ticket.save! }
- .to change { ticket.reload.escalation_at }.to(nil)
- end
- end
- context 'when within last (relative)' do
- let(:first_response_time) { 5 }
- let(:sla) { create(:sla, calendar: calendar, first_response_time: first_response_time) }
- let(:within_condition) do
- { 'ticket.escalation_at'=>{ 'operator' => 'within last (relative)', 'value' => '30', 'range' => 'minute' } }
- end
- before do
- sla
- travel_to '2020-11-05 11:37:00'
- ticket = create(:ticket)
- create(:ticket_article, :inbound_email, ticket: ticket)
- travel_to '2020-11-05 11:50:00'
- end
- context 'when in range' do
- it 'does find the ticket' do
- count, _tickets = described_class.selectors(within_condition, limit: 2_000, execution_time: true)
- expect(count).to eq(1)
- end
- end
- context 'when out of range' do
- let(:first_response_time) { 500 }
- it 'does not find the ticket' do
- count, _tickets = described_class.selectors(within_condition, limit: 2_000, execution_time: true)
- expect(count).to eq(0)
- end
- end
- end
- context 'when till (relative)' do
- let(:first_response_time) { 5 }
- let(:sla) { create(:sla, calendar: calendar, first_response_time: first_response_time) }
- let(:condition) do
- { 'ticket.escalation_at'=>{ 'operator' => 'till (relative)', 'value' => '30', 'range' => 'minute' } }
- end
- before do
- sla
- travel_to '2020-11-05 11:37:00'
- ticket = create(:ticket)
- create(:ticket_article, :inbound_email, ticket: ticket)
- travel_to '2020-11-05 11:50:00'
- end
- context 'when in range' do
- it 'does find the ticket' do
- count, _tickets = described_class.selectors(condition, limit: 2_000, execution_time: true)
- expect(count).to eq(1)
- end
- end
- context 'when out of range' do
- let(:first_response_time) { 500 }
- it 'does not find the ticket' do
- count, _tickets = described_class.selectors(condition, limit: 2_000, execution_time: true)
- expect(count).to eq(0)
- end
- end
- end
- context 'when from (relative)' do
- let(:first_response_time) { 5 }
- let(:sla) { create(:sla, calendar: calendar, first_response_time: first_response_time) }
- let(:condition) do
- { 'ticket.escalation_at'=>{ 'operator' => 'from (relative)', 'value' => '30', 'range' => 'minute' } }
- end
- before do
- sla
- travel_to '2020-11-05 11:37:00'
- ticket = create(:ticket)
- create(:ticket_article, :inbound_email, ticket: ticket)
- end
- context 'when in range' do
- it 'does find the ticket' do
- travel_to '2020-11-05 11:50:00'
- count, _tickets = described_class.selectors(condition, limit: 2_000, execution_time: true)
- expect(count).to eq(1)
- end
- end
- context 'when out of range' do
- let(:first_response_time) { 5 }
- it 'does not find the ticket' do
- travel_to '2020-11-05 13:50:00'
- count, _tickets = described_class.selectors(condition, limit: 2_000, execution_time: true)
- expect(count).to eq(0)
- end
- end
- end
- context 'when within next (relative)' do
- let(:first_response_time) { 5 }
- let(:sla) { create(:sla, calendar: calendar, first_response_time: first_response_time) }
- let(:within_condition) do
- { 'ticket.escalation_at'=>{ 'operator' => 'within next (relative)', 'value' => '30', 'range' => 'minute' } }
- end
- before do
- sla
- travel_to '2020-11-05 11:50:00'
- ticket = create(:ticket)
- create(:ticket_article, :inbound_email, ticket: ticket)
- travel_to '2020-11-05 11:37:00'
- end
- context 'when in range' do
- it 'does find the ticket' do
- count, _tickets = described_class.selectors(within_condition, limit: 2_000, execution_time: true)
- expect(count).to eq(1)
- end
- end
- context 'when out of range' do
- let(:first_response_time) { 500 }
- it 'does not find the ticket' do
- count, _tickets = described_class.selectors(within_condition, limit: 2_000, execution_time: true)
- expect(count).to eq(0)
- end
- end
- end
- end
- describe '#first_response_escalation_at' do
- before { freeze_time } # freeze time
- let(:sla) { create(:sla, calendar: calendar, first_response_time: 60, response_time: 180, solution_time: 240) }
- let(:calendar) { create(:calendar, :'24/7') }
- context 'with no SLAs in the system' do
- it 'defaults to nil' do
- expect(ticket.first_response_escalation_at).to be_nil
- end
- end
- context 'with an SLA in the system' do
- before { sla } # create sla
- it 'is set based on SLA’s #first_response_time' do
- expect(ticket.reload.first_response_escalation_at.to_i)
- .to eq(1.hour.from_now.to_i)
- end
- context 'after first agent’s response' do
- before { ticket } # create ticket
- let(:article) { create(:ticket_article, ticket: ticket, sender_name: 'Agent') }
- it 'is cleared' do
- expect { article }.to change { ticket.reload.first_response_escalation_at }.to(nil)
- end
- end
- end
- end
- describe '#update_escalation_at' do
- before { freeze_time } # freeze time
- let(:sla) { create(:sla, calendar: calendar, first_response_time: 60, response_time: 180, solution_time: 240) }
- let(:calendar) { create(:calendar, :'24/7') }
- context 'with no SLAs in the system' do
- it 'defaults to nil' do
- expect(ticket.update_escalation_at).to be_nil
- end
- end
- context 'with an SLA in the system' do
- before { sla } # create sla
- it 'is set based on SLA’s #update_time' do
- travel 1.minute
- create(:ticket_article, ticket: ticket, sender_name: 'Customer')
- expect(ticket.reload.update_escalation_at.to_i)
- .to eq(3.hours.from_now.to_i)
- end
- context 'after first agent’s response' do
- before { ticket } # create ticket
- let(:article) { create(:ticket_article, ticket: ticket, sender_name: 'Agent') }
- it 'is updated based on the SLA’s #update_time' do
- create(:ticket_article, ticket: ticket, sender_name: 'Customer')
- travel(1.minute)
- expect { article }
- .to change { ticket.reload.update_escalation_at }
- .to(nil)
- end
- end
- end
- end
- describe '#close_escalation_at' do
- before { freeze_time } # freeze time
- let(:sla) { create(:sla, calendar: calendar, first_response_time: 60, response_time: 180, solution_time: 240) }
- let(:calendar) { create(:calendar, :'24/7') }
- context 'with no SLAs in the system' do
- it 'defaults to nil' do
- expect(ticket.close_escalation_at).to be_nil
- end
- end
- context 'with an SLA in the system' do
- before { sla } # create sla
- it 'is set based on SLA’s #solution_time' do
- expect(ticket.reload.close_escalation_at.to_i)
- .to eq(4.hours.from_now.to_i)
- end
- context 'after first agent’s response' do
- before { ticket } # create ticket
- let(:article) { create(:ticket_article, ticket: ticket, sender_name: 'Agent') }
- it 'does not change' do
- expect { article }.not_to change(ticket, :close_escalation_at)
- end
- end
- end
- end
- end
- describe '.search' do
- shared_examples 'search permissions' do
- let(:group) { create(:group) }
- before do
- ticket
- end
- shared_examples 'permitted' do
- it 'finds Ticket' do
- expect(described_class.search(query: ticket.number, current_user: current_user).count).to eq(1)
- end
- end
- shared_examples 'no permission' do
- it "doesn't find Ticket" do
- expect(described_class.search(query: ticket.number, current_user: current_user)).to be_blank
- end
- end
- context 'Agent with Group access' do
- let(:ticket) do
- ticket = create(:ticket, group: group)
- create(:ticket_article, ticket: ticket)
- ticket
- end
- let(:current_user) { create(:agent, groups: [group]) }
- it_behaves_like 'permitted'
- end
- context 'when Agent is Customer of Ticket' do
- let(:ticket) do
- ticket = create(:ticket, customer: current_user)
- create(:ticket_article, ticket: ticket)
- ticket
- end
- let(:current_user) { create(:agent_and_customer) }
- it_behaves_like 'permitted'
- end
- context 'for Organization access' do
- let(:ticket) do
- ticket = create(:ticket, customer: customer)
- create(:ticket_article, ticket: ticket)
- ticket
- end
- let(:customer) { create(:customer, organization: organization) }
- context 'when Organization is shared' do
- let(:organization) { create(:organization, shared: true) }
- context 'for unrelated Agent' do
- let(:current_user) { create(:agent) }
- it_behaves_like 'no permission'
- end
- context 'for Agent in same Organization' do
- let(:current_user) { create(:agent_and_customer, organization: organization) }
- it_behaves_like 'permitted'
- end
- context 'for Customer of Ticket' do
- let(:current_user) { customer }
- it_behaves_like 'permitted'
- end
- end
- context 'when Organization is not shared' do
- let(:organization) { create(:organization, shared: false) }
- context 'for unrelated Agent' do
- let(:current_user) { create(:agent) }
- it_behaves_like 'no permission'
- end
- context 'for Agent in same Organization' do
- let(:current_user) { create(:agent_and_customer, organization: organization) }
- it_behaves_like 'no permission'
- end
- context 'for Customer of Ticket' do
- let(:current_user) { customer }
- it_behaves_like 'permitted'
- end
- end
- end
- end
- context 'with searchindex', searchindex: true do
- include_examples 'search permissions' do
- before do
- searchindex_model_reload([described_class])
- end
- end
- end
- context 'without searchindex' do
- before do
- Setting.set('es_url', nil)
- end
- include_examples 'search permissions'
- end
- end
- describe 'Callbacks & Observers -' do
- describe 'NULL byte handling (via ChecksAttributeValuesAndLength concern):' do
- it 'removes them from title on creation, if necessary (postgres doesn’t like them)' do
- expect { create(:ticket, title: "some title \u0000 123") }
- .not_to raise_error
- end
- end
- describe 'XSS protection:' do
- subject(:ticket) { create(:ticket, title: title) }
- let(:title) { 'test 123 <script type="text/javascript">alert("XSS!");</script>' }
- it 'does not sanitize title' do
- expect(ticket.title).to eq(title)
- end
- end
- describe 'Cti::CallerId syncing:', performs_jobs: true do
- subject(:ticket) { build(:ticket) }
- before { allow(Cti::CallerId).to receive(:build) }
- it 'adds numbers in article bodies (via Cti::CallerId.build)' do
- expect(Cti::CallerId).to receive(:build).with(ticket)
- ticket.save
- perform_enqueued_jobs commit_transaction: true
- end
- end
- describe 'Touching associations on update:' do
- subject(:ticket) { create(:ticket, customer: customer) }
- let(:customer) { create(:customer, organization: organization) }
- let(:organization) { create(:organization) }
- let(:other_customer) { create(:customer, organization: other_organization) }
- let(:other_organization) { create(:organization) }
- context 'on creation' do
- it 'touches its customer and his organization' do
- expect { ticket }
- .to change { customer.reload.updated_at }
- .and change { organization.reload.updated_at }
- end
- end
- context 'on destruction' do
- before { ticket }
- it 'touches its customer and his organization' do
- expect { ticket.destroy }
- .to change { customer.reload.updated_at }
- .and change { organization.reload.updated_at }
- end
- end
- context 'when customer association is changed' do
- it 'touches both old and new customer, and their organizations' do
- expect { ticket.update(customer: other_customer) }
- .to change { customer.reload.updated_at }
- .and change { organization.reload.updated_at }
- .and change { other_customer.reload.updated_at }
- .and change { other_organization.reload.updated_at }
- end
- end
- end
- describe 'Association & attachment management:' do
- it 'deletes all related ActivityStreams on destroy' do
- create_list(:activity_stream, 3, o: ticket)
- expect { ticket.destroy }
- .to change { ActivityStream.exists?(activity_stream_object_id: ObjectLookup.by_name('Ticket'), o_id: ticket.id) }
- .to(false)
- end
- it 'deletes all related Links on destroy' do
- create(:link, from: ticket, to: create(:ticket))
- create(:link, from: create(:ticket), to: ticket)
- create(:link, from: ticket, to: create(:ticket))
- expect { ticket.destroy }
- .to change { Link.where('link_object_source_value = :id OR link_object_target_value = :id', id: ticket.id).any? }
- .to(false)
- end
- it 'deletes all related Articles on destroy' do
- create_list(:ticket_article, 3, ticket: ticket)
- expect { ticket.destroy }
- .to change { Ticket::Article.exists?(ticket: ticket) }
- .to(false)
- end
- it 'deletes all related OnlineNotifications on destroy' do
- create_list(:online_notification, 3, o: ticket)
- expect { ticket.destroy }
- .to change { OnlineNotification.where(object_lookup_id: ObjectLookup.by_name('Ticket'), o_id: ticket.id).any? }
- .to(false)
- end
- it 'deletes all related Tags on destroy' do
- create_list(:tag, 3, o: ticket)
- expect { ticket.destroy }
- .to change { Tag.exists?(tag_object_id: Tag::Object.lookup(name: 'Ticket').id, o_id: ticket.id) }
- .to(false)
- end
- it 'deletes all related Histories on destroy' do
- create_list(:history, 3, o: ticket)
- expect { ticket.destroy }
- .to change { History.exists?(history_object_id: History::Object.lookup(name: 'Ticket').id, o_id: ticket.id) }
- .to(false)
- end
- it 'deletes all related RecentViews on destroy' do
- create_list(:recent_view, 3, o: ticket)
- expect { ticket.destroy }
- .to change { RecentView.exists?(recent_view_object_id: ObjectLookup.by_name('Ticket'), o_id: ticket.id) }
- .to(false)
- end
- it 'destroys all related dependencies' do
- refs_known = { 'Ticket::Article' => { 'ticket_id'=>1 },
- 'Ticket::TimeAccounting' => { 'ticket_id'=>1 },
- 'Ticket::SharedDraftZoom' => { 'ticket_id'=>0 },
- 'Ticket::Flag' => { 'ticket_id'=>1 } }
- ticket = create(:ticket)
- article = create(:ticket_article, ticket: ticket)
- accounting = create(:ticket_time_accounting, ticket: ticket)
- flag = create(:ticket_flag, ticket: ticket)
- refs_ticket = Models.references('Ticket', ticket.id, true)
- expect(refs_ticket).to eq(refs_known)
- ticket.destroy
- expect { ticket.reload }.to raise_exception(ActiveRecord::RecordNotFound)
- expect { article.reload }.to raise_exception(ActiveRecord::RecordNotFound)
- expect { accounting.reload }.to raise_exception(ActiveRecord::RecordNotFound)
- expect { flag.reload }.to raise_exception(ActiveRecord::RecordNotFound)
- end
- context 'when ticket is generated from email (with attachments)' do
- subject(:ticket) { Channel::EmailParser.new.process({}, raw_email).first }
- let(:raw_email) { Rails.root.join('test/data/mail/mail001.box').read }
- it 'adds attachments to the Store{::File,::Provider::DB} tables' do
- expect { ticket }
- .to change(Store, :count).by(2)
- .and change(Store::File, :count).by(2)
- .and change(Store::Provider::DB, :count).by(2)
- end
- context 'and subsequently destroyed' do
- it 'deletes all related attachments' do
- ticket # create ticket
- expect { ticket.destroy }
- .to change(Store, :count).by(-2)
- .and change(Store::File, :count).by(-2)
- .and change(Store::Provider::DB, :count).by(-2)
- end
- end
- context 'and a duplicate ticket is generated from the same email' do
- before { ticket } # create ticket
- let(:duplicate) { Channel::EmailParser.new.process({}, raw_email).first }
- it 'adds duplicate attachments to the Store table only' do
- expect { duplicate }
- .to change(Store, :count).by(2)
- .and not_change(Store::File, :count)
- .and not_change(Store::Provider::DB, :count)
- end
- context 'when only the duplicate ticket is destroyed' do
- it 'deletes only the duplicate attachments' do
- duplicate # create ticket
- expect { duplicate.destroy }
- .to change(Store, :count).by(-2)
- .and not_change(Store::File, :count)
- .and not_change(Store::Provider::DB, :count)
- end
- it 'deletes all related attachments' do
- duplicate.destroy
- expect { ticket.destroy }
- .to change(Store, :count).by(-2)
- .and change(Store::File, :count).by(-2)
- .and change(Store::Provider::DB, :count).by(-2)
- end
- end
- end
- end
- end
- describe 'Ticket lifecycle order-of-operations:', performs_jobs: true do
- subject!(:ticket) { create(:ticket) }
- let!(:agent) { create(:agent, groups: [group]) }
- let(:group) { create(:group) }
- before do
- create(
- :trigger,
- condition: { 'ticket.action' => { 'operator' => 'is', 'value' => 'create' } },
- perform: { 'ticket.group_id' => { 'value' => group.id } }
- )
- end
- it 'fires triggers before new ticket notifications are sent' do
- expect { TransactionDispatcher.commit }
- .to change { ticket.reload.group }.to(group)
- expect { perform_enqueued_jobs }
- .to change { NotificationFactory::Mailer.already_sent?(ticket, agent, 'email') }.to(1)
- end
- end
- describe 'Ticket has changed attributes:' do
- subject!(:ticket) { create(:ticket) }
- let(:group) { create(:group) }
- let(:condition_field) { nil }
- shared_examples 'updated ticket group with trigger condition' do
- it 'updated ticket group with has changed trigger condition' do
- expect { TransactionDispatcher.commit }.to change { ticket.reload.group }.to(group)
- end
- end
- before do
- create(
- :trigger,
- condition: { "ticket.#{condition_field}" => { 'operator' => 'has changed', 'value' => 'create' } },
- perform: { 'ticket.group_id' => { 'value' => group.id } }
- )
- ticket.update!(condition_field => Time.zone.now)
- end
- context "when changing 'first_response_at' attribute" do
- let(:condition_field) { 'first_response_at' }
- include_examples 'updated ticket group with trigger condition'
- end
- context "when changing 'close_at' attribute" do
- let(:condition_field) { 'close_at' }
- include_examples 'updated ticket group with trigger condition'
- end
- context "when changing 'last_contact_agent_at' attribute" do
- let(:condition_field) { 'last_contact_agent_at' }
- include_examples 'updated ticket group with trigger condition'
- end
- context "when changing 'last_contact_customer_at' attribute" do
- let(:condition_field) { 'last_contact_customer_at' }
- include_examples 'updated ticket group with trigger condition'
- end
- context "when changing 'last_contact_at' attribute" do
- let(:condition_field) { 'last_contact_at' }
- include_examples 'updated ticket group with trigger condition'
- end
- end
- end
- describe 'Mentions:', sends_notification_emails: true do
- context 'when notifications', performs_jobs: true do
- let(:prefs_matrix_no_mentions) do
- { 'notification_config' =>
- { 'matrix' =>
- { 'create' => { 'criteria' => { 'owned_by_me' => true, 'owned_by_nobody' => true, 'subscribed' => false, 'no' => true }, 'channel' => { 'email' => true, 'online' => true } },
- 'update' => { 'criteria' => { 'owned_by_me' => true, 'owned_by_nobody' => true, 'subscribed' => false, 'no' => true }, 'channel' => { 'email' => true, 'online' => true } },
- 'reminder_reached' => { 'criteria' => { 'owned_by_me' => false, 'owned_by_nobody' => false, 'subscribed' => false, 'no' => false }, 'channel' => { 'email' => false, 'online' => false } },
- 'escalation' => { 'criteria' => { 'owned_by_me' => false, 'owned_by_nobody' => false, 'subscribed' => false, 'no' => false }, 'channel' => { 'email' => false, 'online' => false } } } } }
- end
- let(:prefs_matrix_only_mentions) do
- { 'notification_config' =>
- { 'matrix' =>
- { 'create' => { 'criteria' => { 'owned_by_me' => false, 'owned_by_nobody' => false, 'subscribed' => true, 'no' => false }, 'channel' => { 'email' => true, 'online' => true } },
- 'update' => { 'criteria' => { 'owned_by_me' => false, 'owned_by_nobody' => false, 'subscribed' => true, 'no' => false }, 'channel' => { 'email' => true, 'online' => true } },
- 'reminder_reached' => { 'criteria' => { 'owned_by_me' => false, 'owned_by_nobody' => false, 'subscribed' => true, 'no' => false }, 'channel' => { 'email' => false, 'online' => false } },
- 'escalation' => { 'criteria' => { 'owned_by_me' => false, 'owned_by_nobody' => false, 'subscribed' => true, 'no' => false }, 'channel' => { 'email' => false, 'online' => false } } } } }
- end
- let(:prefs_matrix_only_mentions_groups) do
- { 'notification_config' =>
- { 'matrix' =>
- { 'create' => { 'criteria' => { 'owned_by_me' => false, 'owned_by_nobody' => false, 'subscribed' => true, 'no' => false }, 'channel' => { 'email' => true, 'online' => true } },
- 'update' => { 'criteria' => { 'owned_by_me' => false, 'owned_by_nobody' => false, 'subscribed' => true, 'no' => false }, 'channel' => { 'email' => true, 'online' => true } },
- 'reminder_reached' => { 'criteria' => { 'owned_by_me' => false, 'owned_by_nobody' => false, 'subscribed' => true, 'no' => false }, 'channel' => { 'email' => false, 'online' => false } },
- 'escalation' => { 'criteria' => { 'owned_by_me' => false, 'owned_by_nobody' => false, 'subscribed' => true, 'no' => false }, 'channel' => { 'email' => false, 'online' => false } } },
- 'group_ids' => [create(:group).id, create(:group).id, create(:group).id] } }
- end
- let(:mention_group) { create(:group) }
- let(:no_access_group) { create(:group) }
- let(:user_only_mentions) { create(:agent, groups: [mention_group], preferences: prefs_matrix_only_mentions) }
- let(:user_read_mentions) { create(:agent, groups: [mention_group], preferences: prefs_matrix_only_mentions_groups) }
- let(:user_no_mentions) { create(:agent, groups: [mention_group], preferences: prefs_matrix_no_mentions) }
- let(:ticket) { create(:ticket, group: mention_group, owner: user_no_mentions) }
- it 'does inform mention user about the ticket update' do
- create(:mention, mentionable: ticket, user: user_only_mentions)
- create(:mention, mentionable: ticket, user: user_read_mentions)
- create(:mention, mentionable: ticket, user: user_no_mentions)
- perform_enqueued_jobs commit_transaction: true
- check_notification do
- ticket.update(priority: Ticket::Priority.find_by(name: '3 high'))
- perform_enqueued_jobs commit_transaction: true
- sent(
- template: 'ticket_update',
- user: user_no_mentions,
- )
- sent(
- template: 'ticket_update',
- user: user_read_mentions,
- )
- sent(
- template: 'ticket_update',
- user: user_only_mentions,
- )
- end
- end
- it 'does not inform mention user about the ticket update' do
- ticket
- perform_enqueued_jobs commit_transaction: true
- check_notification do
- ticket.update(priority: Ticket::Priority.find_by(name: '3 high'))
- perform_enqueued_jobs commit_transaction: true
- sent(
- template: 'ticket_update',
- user: user_no_mentions,
- )
- not_sent(
- template: 'ticket_update',
- user: user_read_mentions,
- )
- not_sent(
- template: 'ticket_update',
- user: user_only_mentions,
- )
- end
- end
- it 'does inform mention user about ticket creation' do
- check_notification do
- ticket = create(:ticket, owner: user_no_mentions, group: mention_group)
- create(:mention, mentionable: ticket, user: user_read_mentions)
- create(:mention, mentionable: ticket, user: user_only_mentions)
- perform_enqueued_jobs commit_transaction: true
- sent(
- template: 'ticket_create',
- user: user_no_mentions,
- )
- sent(
- template: 'ticket_create',
- user: user_read_mentions,
- )
- sent(
- template: 'ticket_create',
- user: user_only_mentions,
- )
- end
- end
- it 'does not inform mention user about ticket creation' do
- check_notification do
- create(:ticket, owner: user_no_mentions, group: mention_group)
- perform_enqueued_jobs commit_transaction: true
- sent(
- template: 'ticket_create',
- user: user_no_mentions,
- )
- not_sent(
- template: 'ticket_create',
- user: user_read_mentions,
- )
- not_sent(
- template: 'ticket_create',
- user: user_only_mentions,
- )
- end
- end
- it 'does not inform mention user about ticket creation because of no permissions' do
- check_notification do
- ticket = create(:ticket, group: no_access_group)
- build(:mention, mentionable: ticket, user: user_read_mentions).save!(validate: false)
- build(:mention, mentionable: ticket, user: user_only_mentions).save!(validate: false)
- perform_enqueued_jobs commit_transaction: true
- not_sent(
- template: 'ticket_create',
- user: user_read_mentions,
- )
- not_sent(
- template: 'ticket_create',
- user: user_only_mentions,
- )
- end
- end
- end
- context 'selectors' do
- let(:mention_group) { create(:group) }
- let(:ticket_mentions) { create(:ticket, group: mention_group) }
- let(:ticket_normal) { create(:ticket, group: mention_group) }
- let(:user_mentions) { create(:agent, groups: [mention_group]) }
- let(:user_no_mentions) { create(:agent, groups: [mention_group]) }
- before do
- described_class.destroy_all
- ticket_normal
- user_no_mentions
- create(:mention, mentionable: ticket_mentions, user: user_mentions)
- end
- it 'pre condition is not_set' do
- condition = {
- 'ticket.mention_user_ids' => {
- pre_condition: 'not_set',
- operator: 'is',
- },
- }
- expect(described_class.selectors(condition, limit: 100, access: 'full'))
- .to contain_exactly(1, [ticket_normal].to_a)
- end
- it 'pre condition is not not_set' do
- condition = {
- 'ticket.mention_user_ids' => {
- pre_condition: 'not_set',
- operator: 'is not',
- },
- }
- expect(described_class.selectors(condition, limit: 100, access: 'full'))
- .to contain_exactly(1, [ticket_mentions].to_a)
- end
- it 'pre condition is current_user.id' do
- condition = {
- 'ticket.mention_user_ids' => {
- pre_condition: 'current_user.id',
- operator: 'is',
- },
- }
- expect(described_class.selectors(condition, limit: 100, access: 'full', current_user: user_mentions))
- .to contain_exactly(1, [ticket_mentions].to_a)
- end
- it 'pre condition is not current_user.id' do
- condition = {
- 'ticket.mention_user_ids' => {
- pre_condition: 'current_user.id',
- operator: 'is not',
- },
- }
- expect(described_class.selectors(condition, limit: 100, access: 'full', current_user: user_mentions))
- .to contain_exactly(0, [])
- end
- it 'pre condition is specific' do
- condition = {
- 'ticket.mention_user_ids' => {
- pre_condition: 'specific',
- operator: 'is',
- value: user_mentions.id
- },
- }
- expect(described_class.selectors(condition, limit: 100, access: 'full'))
- .to contain_exactly(1, [ticket_mentions].to_a)
- end
- it 'pre condition is not specific' do
- condition = {
- 'ticket.mention_user_ids' => {
- pre_condition: 'specific',
- operator: 'is not',
- value: user_mentions.id
- },
- }
- expect(described_class.selectors(condition, limit: 100, access: 'full'))
- .to contain_exactly(0, [])
- end
- end
- end
- describe '.search_index_attribute_lookup_oversized?' do
- subject!(:ticket) { create(:ticket) }
- context 'when payload is ok' do
- let(:current_payload_size) { 3.megabyte }
- it 'return false' do
- expect(ticket.send(:search_index_attribute_lookup_oversized?, current_payload_size)).to be false
- end
- end
- context 'when payload is bigger' do
- let(:current_payload_size) { 350.megabyte }
- it 'return true' do
- expect(ticket.send(:search_index_attribute_lookup_oversized?, current_payload_size)).to be true
- end
- end
- end
- describe '.search_index_attribute_lookup_file_oversized?' do
- subject!(:store) do
- create(:store,
- object: 'SomeObject',
- o_id: 1,
- data: 'a' * ((1024**2) * 2.4), # with 2.4 mb
- filename: 'test.TXT')
- end
- context 'when total payload is ok' do
- let(:current_payload_size) { 200.megabyte }
- it 'return false' do
- expect(ticket.send(:search_index_attribute_lookup_file_oversized?, store, current_payload_size)).to be false
- end
- end
- context 'when total payload is oversized' do
- let(:current_payload_size) { 299.megabyte }
- it 'return true' do
- expect(ticket.send(:search_index_attribute_lookup_file_oversized?, store, current_payload_size)).to be true
- end
- end
- end
- describe '.search_index_attribute_lookup_file_ignored?' do
- context 'when attachment is indexable' do
- subject!(:store_with_indexable_extention) do
- create(:store,
- object: 'SomeObject',
- o_id: 1,
- data: 'some content',
- filename: 'test.TXT')
- end
- it 'return false' do
- expect(ticket.send(:search_index_attribute_lookup_file_ignored?, store_with_indexable_extention)).to be false
- end
- end
- context 'when attachment is no indexable' do
- subject!(:store_without_indexable_extention) do
- create(:store,
- object: 'SomeObject',
- o_id: 1,
- data: 'some content',
- filename: 'test.BIN')
- end
- it 'return true' do
- expect(ticket.send(:search_index_attribute_lookup_file_ignored?, store_without_indexable_extention)).to be true
- end
- end
- end
- describe '.search_index_attribute_lookup' do
- subject!(:ticket) { create(:ticket) }
- let(:search_index_attribute_lookup) do
- article1 = create(:ticket_article, ticket: ticket)
- create(:store,
- object: 'Ticket::Article',
- o_id: article1.id,
- data: 'some content',
- filename: 'some_file.bin',
- preferences: {
- 'Content-Type' => 'text/plain',
- })
- create(:store,
- object: 'Ticket::Article',
- o_id: article1.id,
- data: 'a' * ((1024**2) * 2.4), # with 2.4 mb
- filename: 'some_file.pdf',
- preferences: {
- 'Content-Type' => 'image/pdf',
- })
- create(:store,
- object: 'Ticket::Article',
- o_id: article1.id,
- data: 'a' * ((1024**2) * 5.8), # with 5,8 mb
- filename: 'some_file.txt',
- preferences: {
- 'Content-Type' => 'text/plain',
- })
- create(:ticket_article, ticket: ticket, body: 'a' * ((1024**2) * 1.2)) # body with 1,2 mb
- create(:ticket_article, ticket: ticket)
- ticket.search_index_attribute_lookup
- end
- context 'when es_attachment_max_size_in_mb takes all attachments' do
- before { Setting.set('es_attachment_max_size_in_mb', 15) }
- it 'verify count of articles' do
- expect(search_index_attribute_lookup['article'].count).to eq 3
- end
- it 'verify count of attachments' do
- expect(search_index_attribute_lookup['article'][0]['attachment'].count).to eq 2
- end
- it 'verify if pdf exists' do
- expect(search_index_attribute_lookup['article'][0]['attachment'][0]['_name']).to eq 'some_file.pdf'
- end
- it 'verify if txt exists' do
- expect(search_index_attribute_lookup['article'][0]['attachment'][1]['_name']).to eq 'some_file.txt'
- end
- end
- context 'when es_attachment_max_size_in_mb takes only one attachment' do
- before { Setting.set('es_attachment_max_size_in_mb', 4) }
- it 'verify count of articles' do
- expect(search_index_attribute_lookup['article'].count).to eq 3
- end
- it 'verify count of attachments' do
- expect(search_index_attribute_lookup['article'][0]['attachment'].count).to eq 1
- end
- it 'verify if pdf exists' do
- expect(search_index_attribute_lookup['article'][0]['attachment'][0]['_name']).to eq 'some_file.pdf'
- end
- end
- context 'when es_attachment_max_size_in_mb takes no attachment' do
- before { Setting.set('es_attachment_max_size_in_mb', 2) }
- it 'verify count of articles' do
- expect(search_index_attribute_lookup['article'].count).to eq 3
- end
- it 'verify count of attachments' do
- expect(search_index_attribute_lookup['article'][0]['attachment'].count).to eq 0
- end
- end
- context 'when es_total_max_size_in_mb takes no attachment and no oversized article' do
- before { Setting.set('es_total_max_size_in_mb', 1) }
- it 'verify count of articles' do
- expect(search_index_attribute_lookup['article'].count).to eq 2
- end
- it 'verify count of attachments' do
- expect(search_index_attribute_lookup['article'][0]['attachment'].count).to eq 0
- end
- end
- end
- describe '#reopen_after_certain_time?' do
- context 'when groups.follow_up_possible is set to "new_ticket_after_certain_time"' do
- let(:group) { create(:group, follow_up_possible: 'new_ticket_after_certain_time', reopen_time_in_days: 2) }
- context 'when ticket is open' do
- let(:ticket) { create(:ticket, group: group, state: Ticket::State.find_by(name: 'open')) }
- it 'returns false' do
- expect(ticket.reopen_after_certain_time?).to be false
- end
- end
- context 'when ticket is closed' do
- let(:ticket) { create(:ticket, group: group, state: Ticket::State.find_by(name: 'closed')) }
- context 'when it is within configured time frame' do
- it 'returns true' do
- expect(ticket.reopen_after_certain_time?).to be true
- end
- end
- context 'when it is outside configured time frame' do
- before do
- ticket
- travel 3.days
- end
- it 'returns false' do
- expect(ticket.reopen_after_certain_time?).to be false
- end
- end
- end
- context 'when reopen_time_in_days is not set' do
- let(:group) { create(:group, follow_up_possible: 'new_ticket_after_certain_time', reopen_time_in_days: -1) }
- it 'returns false' do
- expect(ticket.reopen_after_certain_time?).to be false
- end
- end
- end
- end
- describe 'Automatic assignment assigns tickets in each group, not just the marked ones #4308' do
- let(:ticket) { create(:ticket, group: Group.first, state: Ticket::State.find_by(name: 'closed')) }
- let(:agent) { create(:agent, groups: [Group.first]) }
- context 'when the condition does match' do
- before do
- Setting.set('ticket_auto_assignment', true)
- Setting.set('ticket_auto_assignment_selector', { condition: { 'ticket.state_id' => { operator: 'is', value: Ticket::State.all.pluck(:id) } } })
- end
- it 'does auto assign' do
- ticket.auto_assign(agent)
- expect(ticket.reload.owner_id).to eq(agent.id)
- end
- end
- context 'when the condition does not match' do
- before do
- Setting.set('ticket_auto_assignment', true)
- Setting.set('ticket_auto_assignment_selector', { condition: { 'ticket.state_id' => { operator: 'is', value: Ticket::State.by_category(:work_on).pluck(:id) } } })
- end
- it 'does not auto assign' do
- ticket.auto_assign(agent)
- expect(ticket.reload.owner_id).to eq(1)
- end
- end
- end
- end
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