gitlab_support_readiness 1.0.142 → 1.1.0

checksums.yaml

@@ -1,7 +1,7 @@
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data/lib/support_readiness/salesforce/accounts.rb

@@ -124,9 +124,12 @@ module Readiness
       # @author Jason Colyer
       # @since 1.0.26
       def self.global_sync_object(account)
-        subscriptions = account_subscriptions(account)
-        return nil if us_gov_only?(account, subscriptions)
-
+        subscriptions = account_subscriptions(account, 'global')
+        if subscriptions.count.zero?
+          usgov_subs = account_subscriptions(account, 'usgov')
+          # Return nil if it has no global subs but has us gov subs
+          return nil if usgov_subs.count.nonzero?
+        end
         expiration = account_expiration(account)
         type = account_type(account, expiration)
         partner = %w[alliance_partner open_partner select_partner].include?(type)
@@ -184,7 +187,7 @@ module Readiness
       # @author Jason Colyer
       # @since 1.0.26
       def self.usgov_sync_object(account)
-        subscriptions = account_subscriptions(account)
+        subscriptions = account_subscriptions(account, 'usgov')
         expiration = account_expiration(account)
         type = account_type(account, expiration)
         partner = %w[alliance_partner open_partner select_partner].include?(type)
@@ -237,48 +240,87 @@ module Readiness
       #
       # @author Jason Colyer
       # @since 1.0.26
-      def self.account_subscriptions(account)
+      def self.account_subscriptions(account, type)
         subs = []
         return subs if account.Zuora__R00N40000001lGjTEAU__r.nil?
 
-        account.Zuora__R00N40000001lGjTEAU__r.each do |sub|
-          next if Date.parse(sub.Zuora__EffectiveEndDate__c) < Date.today
-
-          sub_types = []
-          sub_types.push('sub_consumption_ai') if SubscriptionDefinitions.consumption_ai.include? sub.Name
-          sub_types.push('sub_consumption_cicd_minutes') if SubscriptionDefinitions.consumption_cicd_minutes.include? sub.Name
-          sub_types.push('sub_consumption_duo_premium') if SubscriptionDefinitions.consumption_duo_premium.include? sub.Name
-          sub_types.push('sub_consumption_duo_enterprise') if SubscriptionDefinitions.consumption_duo_enterprise.include? sub.Name
-          sub_types.push('sub_consumption_duo_amazon_q') if SubscriptionDefinitions.consumption_duo_amazon_q.include? sub.Name
-          sub_types.push('sub_consumption_eap') if SubscriptionDefinitions.consumption_eap.include? sub.Name
-          sub_types.push('sub_consumption_storage') if SubscriptionDefinitions.consumption_storage.include? sub.Name
-          sub_types.push('sub_proserv') if SubscriptionDefinitions.proserv.include? sub.Name
-          sub_types.push('sub_dotcom_premium') if SubscriptionDefinitions.dotcom_premium.include? sub.Name
-          sub_types.push('sub_dotcom_ultimate') if SubscriptionDefinitions.dotcom_ultimate.include? sub.Name
-          sub_types.push('sub_sm_starter') if SubscriptionDefinitions.sm_starter.include? sub.Name
-          sub_types.push('sub_sm_premium') if SubscriptionDefinitions.sm_premium.include? sub.Name
-          sub_types.push('sub_sm_ultimate') if SubscriptionDefinitions.sm_ultimate.include? sub.Name
-          sub_types.push('sub_usgov_12x5') if SubscriptionDefinitions.usgov_12x5.include? sub.Name
-          sub_types.push('sub_usgov_24x7') if SubscriptionDefinitions.usgov_24x7.include? sub.Name
-          sub_types.push('sub_gitlab_dedicated') if SubscriptionDefinitions.gitlab_dedicated.include? sub.Name
-          sub_types.push('sub_edu') if SubscriptionDefinitions.edu.include? sub.Name
-          sub_types.push('sub_oss') if SubscriptionDefinitions.oss.include? sub.Name
-          sub_types.push('sub_community_other') if SubscriptionDefinitions.community_other.include? sub.Name
-          sub_types.push('sub_ss_ase') if SubscriptionDefinitions.ss_ase.include? sub.Name
-          sub_types.push('sub_ss_growth') if SubscriptionDefinitions.ss_success_advanced.include? sub.Name
-          sub_types.push('sub_ss_enterprise') if SubscriptionDefinitions.ss_success_signature.include? sub.Name
-          sub_types.push('sub_usgov_24x7') if SubscriptionDefinitions.fedramp.include? sub.Name
-          sub_types.push('sub_gitlab_dedicated') if SubscriptionDefinitions.fedramp.include? sub.Name
-          sub_types.push('sub_ss_enterprise') if account.Account_ID_18__c == '00161000010fYlBAAU' && sub.Name =~ /Success\ Plan\ Services/
-          sub_types.push('sub_ss_enterprise') if account.Account_ID_18__c == '001PL00000S7nT3YAJ' && sub.Name =~ /Success\ Plan\ Services/
-          sub_types.push('sub_ss_enterprise') if account.Account_ID_18__c == '0016100000K8R8fAAF' && sub.Name =~ /Success\ Plan\ Services/
-          sub_types.push('sub_ss_enterprise') if account.Account_ID_18__c == '0014M00001lcEpNQAU' && sub.Name =~ /Success\ Plan\ Services/
-          sub_types.push('sub_other') if sub_types.count.zero?
+        grouped = account.Zuora__R00N40000001lGjTEAU__r.group_by { |z| z.Zuora__Subscription__c }
+        grouped.each_value.each do |charges|
+          valid_charges = charges.select { |c| c.Subscription_Status__c == 'Active' && Date.parse(c.Zuora__EffectiveEndDate__c) >= Date.today }
+          next if valid_charges.count.zero?
+
+          charge_names = valid_charges.map { |x| x.Name }
+          sub_types = if type == 'global'
+                        process_global_subs(account, charge_names)
+                      else
+                        process_usgov_subs(account, charge_names)
+                      end
           subs += sub_types
         end
         subs.compact.uniq
       end
 
+      def self.process_global_subs(account, charge_names)
+        sub_types = []
+        sub_types.push('sub_consumption_cicd_minutes') if charge_names.any? { |x| SubscriptionDefinitions.consumption_cicd_minutes.include?(x) }
+        sub_types.push('sub_consumption_storage') if charge_names.any? { |x| SubscriptionDefinitions.consumption_storage.include?(x) }
+        sub_types.push('sub_dotcom_premium') if charge_names.any? { |x| SubscriptionDefinitions.dotcom_premium.include?(x) }
+        sub_types.push('sub_dotcom_ultimate') if charge_names.any? { |x| SubscriptionDefinitions.dotcom_ultimate.include?(x) }
+        sub_types.push('sub_gitlab_dedicated') if charge_names.any? { |x| SubscriptionDefinitions.gitlab_dedicated.include?(x) }
+        sub_types.push('sub_edu') if charge_names.any? { |x| SubscriptionDefinitions.edu.include?(x) }
+        sub_types.push('sub_oss') if charge_names.any? { |x| SubscriptionDefinitions.oss.include?(x) }
+        sub_types.push('sub_community_other') if charge_names.any? { |x| SubscriptionDefinitions.community_other.include?(x) }
+        sub_types.push('sub_ss_growth') if charge_names.any? { |x| SubscriptionDefinitions.ss_success_advanced.include?(x) }
+        sub_types.push('sub_ss_enterprise') if charge_names.any? { |x| SubscriptionDefinitions.ss_success_signature.include?(x) }
+        sub_types.push('sub_ss_enterprise') if account.Account_ID_18__c == '00161000010fYlBAAU' && charge_names.select { |x| x =~ /Success\ Plan\ Services/ }
+        sub_types.push('sub_ss_enterprise') if account.Account_ID_18__c == '001PL00000S7nT3YAJ' && charge_names.select { |x| x =~ /Success\ Plan\ Services/ }
+        sub_types.push('sub_ss_enterprise') if account.Account_ID_18__c == '0016100000K8R8fAAF' && charge_names.select { |x| x =~ /Success\ Plan\ Services/ }
+        sub_types.push('sub_ss_enterprise') if account.Account_ID_18__c == '0014M00001lcEpNQAU' && charge_names.select { |x| x =~ /Success\ Plan\ Services/ }
+        if account.Support_Instance__c != 'federal-support'
+          has_12x5 = charge_names.any? { |x| SubscriptionDefinitions.usgov_12x5.include?(x) }
+          has_24x7 = charge_names.any? { |x| SubscriptionDefinitions.usgov_24x7.include?(x) }
+          unless has_12x5 || has_24x7
+            sub_types.push('sub_sm_premium') if charge_names.any? { |x| SubscriptionDefinitions.sm_premium.include?(x) }
+            sub_types.push('sub_sm_ultimate') if charge_names.any? { |x| SubscriptionDefinitions.sm_ultimate.include?(x) }
+            sub_types.push('sub_consumption_duo_premium') if charge_names.any? { |x| SubscriptionDefinitions.consumption_duo_premium.include?(x) }
+            sub_types.push('sub_consumption_duo_enterprise') if charge_names.any? { |x| SubscriptionDefinitions.consumption_duo_enterprise.include?(x) }
+            sub_types.push('sub_consumption_duo_amazon_q') if charge_names.any? { |x| SubscriptionDefinitions.consumption_duo_amazon_q.include?(x) }
+            sub_types.push('sub_ss_ase') if charge_names.any? { |x| SubscriptionDefinitions.ss_ase.include?(x) }
+            sub_types.push('sub_consumption_eap') if charge_names.any? { |x| SubscriptionDefinitions.consumption_eap.include?(x) }
+          end
+        end
+        sub_types
+      end
+
+      def self.process_usgov_subs(account, charge_names)
+        sub_types = []
+        sub_types.push('sub_usgov_12x5') if charge_names.any? { |x| SubscriptionDefinitions.usgov_12x5.include?(x) }
+        sub_types.push('sub_usgov_24x7') if charge_names.any? { |x| SubscriptionDefinitions.usgov_24x7.include?(x) }
+        sub_types.push('sub_usgov_24x7') if charge_names.any? { |x| SubscriptionDefinitions.fedramp.include?(x) }
+        sub_types.push('sub_gitlab_dedicated') if charge_names.any? { |x| SubscriptionDefinitions.fedramp.include?(x) }
+        if account.Support_Instance__c == 'federal-support'
+          sub_types.push('sub_sm_premium') if charge_names.any? { |x| SubscriptionDefinitions.sm_premium.include?(x) }
+          sub_types.push('sub_sm_ultimate') if charge_names.any? { |x| SubscriptionDefinitions.sm_ultimate.include?(x) }
+          sub_types.push('sub_consumption_duo_premium') if charge_names.any? { |x| SubscriptionDefinitions.consumption_duo_premium.include?(x) }
+          sub_types.push('sub_consumption_duo_enterprise') if charge_names.any? { |x| SubscriptionDefinitions.consumption_duo_enterprise.include?(x) }
+          sub_types.push('sub_consumption_duo_amazon_q') if charge_names.any? { |x| SubscriptionDefinitions.consumption_duo_amazon_q.include?(x) }
+          sub_types.push('sub_ss_ase') if charge_names.any? { |x| SubscriptionDefinitions.ss_ase.include?(x) }
+          sub_types.push('sub_consumption_eap') if charge_names.any? { |x| SubscriptionDefinitions.consumption_eap.include?(x) }
+        end
+        has_12x5 = charge_names.any? { |x| SubscriptionDefinitions.usgov_12x5.include?(x) }
+        has_24x7 = charge_names.any? { |x| SubscriptionDefinitions.usgov_24x7.include?(x) }
+        if has_12x5 || has_24x7
+          sub_types.push('sub_sm_premium') if charge_names.any? { |x| SubscriptionDefinitions.sm_premium.include?(x) }
+          sub_types.push('sub_sm_ultimate') if charge_names.any? { |x| SubscriptionDefinitions.sm_ultimate.include?(x) }
+          sub_types.push('sub_consumption_duo_premium') if charge_names.any? { |x| SubscriptionDefinitions.consumption_duo_premium.include?(x) }
+          sub_types.push('sub_consumption_duo_enterprise') if charge_names.any? { |x| SubscriptionDefinitions.consumption_duo_enterprise.include?(x) }
+          sub_types.push('sub_consumption_duo_amazon_q') if charge_names.any? { |x| SubscriptionDefinitions.consumption_duo_amazon_q.include?(x) }
+          sub_types.push('sub_ss_ase') if charge_names.any? { |x| SubscriptionDefinitions.ss_ase.include?(x) }
+          sub_types.push('sub_consumption_eap') if charge_names.any? { |x| SubscriptionDefinitions.consumption_eap.include?(x) }
+        end
+        sub_types
+      end
+
       ##
       # Returns an accounts latest expiration
       #
@@ -473,7 +515,7 @@ module Readiness
             next if valid_charges.map { |a| a.Name }.any? { |x| SubscriptionDefinitions.fedramp.include?(x) }
             next if valid_charges.map { |a| a.Name }.any? { |x| SubscriptionDefinitions.sm_ultimate.include?(x) } && account.Support_Instance__c == 'federal-support'
             next if valid_charges.map { |a| a.Name }.any? { |x| SubscriptionDefinitions.sm_premium.include?(x) } && account.Support_Instance__c == 'federal-support'
-            next if valid_charges.map { |a| a.Name }.any? { |x| SubscriptionDefinitions.sm_starter.include?(x) } && account.Support_Instance__c == 'federal-support'            
+            next if valid_charges.map { |a| a.Name }.any? { |x| SubscriptionDefinitions.sm_starter.include?(x) } && account.Support_Instance__c == 'federal-support'
 
             global_subs_present = true
           end
@@ -606,6 +648,7 @@ module Readiness
             Restricted_Account__c,
             Solutions_Architect_Lookup__r.Name,
             Support_Hold__c,
+            Support_Instance__c,
             (
               SELECT
                 Id,

data/lib/support_readiness/salesforce/client.rb

@@ -54,6 +54,7 @@ module Readiness
           api_version: config.api_version,
           client_id: config.client_id,
           client_secret: config.client_secret,
+          host: config.host,
           password: config.password,
           security_token: config.security_token,
           username: config.username

data/lib/support_readiness/support_super_form_processor/disable_us_government.rb

@@ -15,7 +15,7 @@ module Readiness
       #
       # @author Jason Colyer
       # @since 1.0.97
-      def self.process!(gitlab_client, gitlab_admin_client, zendesk_client, sfdc_client)
+      def self.process!(gitlab_client, gitlab_admin_client, zendesk_client, sfdc_client, sandbox = false)
         @gitlab_client = gitlab_client
         @gitlab_admin_client = gitlab_admin_client
         @zendesk_client = zendesk_client
@@ -27,7 +27,11 @@ module Readiness
           Readiness::SupportSuperFormProcessor::Shared.invalid_enable_usgov(requester, errors)
         end
         issue = Readiness::GitLab::Issues.new
-        issue.title = 'Remove US Government Support exception'
+        if sandbox
+          issue.title = '[SANDBOX REQUEST] Remove US Government Support exception'
+        else
+          issue.title = 'Remove US Government Support exception'
+        end        
         issue.description = message
         create = Readiness::GitLab::Issues.create!(@gitlab_client, project, issue)
         puts "Issue created: #{create.web_url}"

data/lib/support_readiness/support_super_form_processor/enable_us_government.rb

@@ -15,7 +15,7 @@ module Readiness
       #
       # @author Jason Colyer
       # @since 1.0.42
-      def self.process!(gitlab_client, gitlab_admin_client, zendesk_client, sfdc_client)
+      def self.process!(gitlab_client, gitlab_admin_client, zendesk_client, sfdc_client, sandbox = false)
         @gitlab_client = gitlab_client
         @gitlab_admin_client = gitlab_admin_client
         @zendesk_client = zendesk_client
@@ -27,7 +27,11 @@ module Readiness
           Readiness::SupportSuperFormProcessor::Shared.invalid_enable_usgov(requester, errors)
         end
         issue = Readiness::GitLab::Issues.new
-        issue.title = 'Add US Government Support exception'
+        if sandbox
+          issue.title = '[SANDBOX REQUEST] Add US Government Support exception'
+        else
+          issue.title = 'Add US Government Support exception'
+        end        
         issue.description = message
         create = Readiness::GitLab::Issues.create!(@gitlab_client, project, issue)
         puts "Issue created: #{create.web_url}"

data/lib/support_readiness/support_super_form_processor/global_ir_dotcom_subscriptions_billing_entity_change.rb

@@ -19,6 +19,23 @@ module Readiness
         @gitlab_client = gitlab_client
         @gitlab_admin_client = gitlab_admin_client
         @zendesk_client = zendesk_client
+        @ticket_forms = Readiness::Zendesk::TicketForms.list(@zendesk_client)
+        @ticket_fields = Readiness::Zendesk::TicketFields.list(@zendesk_client)
+        @lnr_form = Readiness::Zendesk::TicketForms.find_by_name(@zendesk_client, 'L&R', @ticket_forms)
+        @area_of_focus_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'Area of Focus', @ticket_fields)
+        @ticket_stage_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'Ticket Stage', @ticket_fields)
+        @prfs_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'Preferred Region for Support', @ticket_fields)
+        @plan_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'GitLab Plan', @ticket_fields)
+        @sales_name_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'Sales contact name', @ticket_fields)
+        @sales_email_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'Sales contact email', @ticket_fields)
+        @severity_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'Customer Severity (maps to priority, do not change)', @ticket_fields)
+        @arr_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'Ticket ARR', @ticket_fields)
+        @priority_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'Customer Priority', @ticket_fields)
+        @ir_category_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'IR Category', @ticket_fields)
+        @ir_submitter_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'IR Submitter', @ticket_fields)
+        @channel_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'Channel (Received at email)', @ticket_fields)
+        search = Readiness::Zendesk::Users.find_many(@zendesk_client, [379855863520, 12816218763676])
+        end_user = search.detect { |s| s.email == 'gitlab_support@example.com' }        
         requester
         zd_user
         unless Readiness::SupportSuperFormProcessor::Shared.namespace_exists?(@gitlab_admin_client, namespace_provided)
@@ -29,31 +46,30 @@ module Readiness
         ticket.email_ccs = [
           { user_id: zd_user.id }
         ]
-        ticket.requester_id = 379855863520
-        ticket.submitter_id = 379855863520
+        ticket.requester_id = end_user.id
+        ticket.submitter_id = end_user.id
         ticket.comment = { html_body: body }
         ticket.subject = 'Internal Request - GitLab.com - Billing Entity change'
         ticket.tags = %w[lnr_internal_request lnr_valid_request lnr_billing_entity_change]
         ticket.priority = request_priority
         ticket.status = 'new'
-        ticket.ticket_form_id = 360000071293
+        ticket.ticket_form_id = @lnr_form.id
         ticket.custom_fields = [
-          { id: 4414446722578, value: 'ticket_group_not_applicable' },
-          { id: 360020614420,  value: 'aof_lnr' },
-          { id: 360020735259,  value: 'stage-frt' },
-          { id: 360018253094,  value: 'all_regions' },
-          { id: 360004394559,  value: 'free_plan' },
-          { id: 360005183820,  value: zd_user.name },
-          { id: 360005248219,  value: zd_user.email },
-          { id: 360020735319,  value: 'sev3' },
-          { id: 360020288373,  value: '0' },
-          { id: 360014776453,  value: 'medium' },
-          { id: 6978426204828, value: 'ir_billing_entity_change' },
-          { id: 6978366086428, value: zd_user.email },
-          { id: 45195248,      value: 'created_by_agent' }
+          { id: @area_of_focus_field.id, value: 'aof_lnr' },
+          { id: @ticket_stage_field.id, value: 'stage-frt' },
+          { id: @prfs_field.id, value: 'all_regions' },
+          { id: @plan_field.id, value: 'free_plan' },
+          { id: @sales_name_field.id, value: zd_user.name },
+          { id: @sales_email_field.id, value: zd_user.email },
+          { id: @severity_field.id, value: 'sev3' },
+          { id: @arr_field.id, value: '0' },
+          { id: @priority_field.id, value: 'medium' },
+          { id: @ir_category_field.id, value: 'ir_billing_entity_change' },
+          { id: @ir_submitter_field.id, value: zd_user.email },
+          { id: @channel_field.id, value: 'created_by_agent' }          
         ]
         create = Readiness::Zendesk::Tickets.create!(@zendesk_client, ticket)
-        puts "Ticket created: https://gitlab.zendesk.com/agent/tickets/#{create.id}"
+        puts "Ticket created: #{create.id}"
       end
 
       ##

data/lib/support_readiness/support_super_form_processor/global_ir_dotcom_subscriptions_extension.rb

@@ -19,6 +19,23 @@ module Readiness
         @gitlab_client = gitlab_client
         @gitlab_admin_client = gitlab_admin_client
         @zendesk_client = zendesk_client
+        @ticket_forms = Readiness::Zendesk::TicketForms.list(@zendesk_client)
+        @ticket_fields = Readiness::Zendesk::TicketFields.list(@zendesk_client)
+        @lnr_form = Readiness::Zendesk::TicketForms.find_by_name(@zendesk_client, 'L&R', @ticket_forms)
+        @area_of_focus_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'Area of Focus', @ticket_fields)
+        @ticket_stage_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'Ticket Stage', @ticket_fields)
+        @prfs_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'Preferred Region for Support', @ticket_fields)
+        @plan_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'GitLab Plan', @ticket_fields)
+        @sales_name_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'Sales contact name', @ticket_fields)
+        @sales_email_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'Sales contact email', @ticket_fields)
+        @severity_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'Customer Severity (maps to priority, do not change)', @ticket_fields)
+        @arr_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'Ticket ARR', @ticket_fields)
+        @priority_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'Customer Priority', @ticket_fields)
+        @ir_category_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'IR Category', @ticket_fields)
+        @ir_submitter_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'IR Submitter', @ticket_fields)
+        @channel_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'Channel (Received at email)', @ticket_fields)
+        search = Readiness::Zendesk::Users.find_many(@zendesk_client, [379855863520, 12816218763676])
+        end_user = search.detect { |s| s.email == 'gitlab_support@example.com' }        
         requester
         zd_user
         unless Readiness::SupportSuperFormProcessor::Shared.namespace_exists?(@gitlab_admin_client, namespace_provided)
@@ -29,31 +46,30 @@ module Readiness
         ticket.email_ccs = [
           { user_id: zd_user.id }
         ]
-        ticket.requester_id = 379855863520
-        ticket.submitter_id = 379855863520
+        ticket.requester_id = end_user.id
+        ticket.submitter_id = end_user.id
         ticket.comment = { html_body: body }
         ticket.subject = 'Internal Request - GitLab.com - Extend an (almost) expired subscription'
         ticket.tags = %w[lnr_internal_request lnr_valid_request lnr_saas_subscription lnr_saas_sub_extension]
         ticket.priority = request_priority
         ticket.status = 'new'
-        ticket.ticket_form_id = 360000071293
+        ticket.ticket_form_id = @lnr_form.id
         ticket.custom_fields = [
-          { id: 4414446722578, value: 'ticket_group_not_applicable' },
-          { id: 360020614420,  value: 'aof_lnr' },
-          { id: 360020735259,  value: 'stage-frt' },
-          { id: 360018253094,  value: 'all_regions' },
-          { id: 360004394559,  value: 'free_plan' },
-          { id: 360005183820,  value: zd_user.name },
-          { id: 360005248219,  value: zd_user.email },
-          { id: 360020735319,  value: 'sev3' },
-          { id: 360020288373,  value: '0' },
-          { id: 360014776453,  value: 'medium' },
-          { id: 6978426204828, value: 'ir_extend_saas_sub' },
-          { id: 6978366086428, value: zd_user.email },
-          { id: 45195248,      value: 'created_by_agent' }
+          { id: @area_of_focus_field.id, value: 'aof_lnr' },
+          { id: @ticket_stage_field.id, value: 'stage-frt' },
+          { id: @prfs_field.id, value: 'all_regions' },
+          { id: @plan_field.id, value: 'free_plan' },
+          { id: @sales_name_field.id, value: zd_user.name },
+          { id: @sales_email_field.id, value: zd_user.email },
+          { id: @severity_field.id, value: 'sev3' },
+          { id: @arr_field.id, value: '0' },
+          { id: @priority_field.id, value: 'medium' },
+          { id: @ir_category_field.id, value: 'ir_extend_saas_sub' },
+          { id: @ir_submitter_field.id, value: zd_user.email },
+          { id: @channel_field.id, value: 'created_by_agent' }          
         ]
         create = Readiness::Zendesk::Tickets.create!(@zendesk_client, ticket)
-        puts "Ticket created: https://gitlab.zendesk.com/agent/tickets/#{create.id}"
+        puts "Ticket created: #{create.id}"
       end
 
       ##

data/lib/support_readiness/support_super_form_processor/global_ir_dotcom_subscriptions_investigate.rb

@@ -19,6 +19,23 @@ module Readiness
         @gitlab_client = gitlab_client
         @gitlab_admin_client = gitlab_admin_client
         @zendesk_client = zendesk_client
+        @ticket_forms = Readiness::Zendesk::TicketForms.list(@zendesk_client)
+        @ticket_fields = Readiness::Zendesk::TicketFields.list(@zendesk_client)
+        @lnr_form = Readiness::Zendesk::TicketForms.find_by_name(@zendesk_client, 'L&R', @ticket_forms)
+        @area_of_focus_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'Area of Focus', @ticket_fields)
+        @ticket_stage_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'Ticket Stage', @ticket_fields)
+        @prfs_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'Preferred Region for Support', @ticket_fields)
+        @plan_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'GitLab Plan', @ticket_fields)
+        @sales_name_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'Sales contact name', @ticket_fields)
+        @sales_email_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'Sales contact email', @ticket_fields)
+        @severity_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'Customer Severity (maps to priority, do not change)', @ticket_fields)
+        @arr_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'Ticket ARR', @ticket_fields)
+        @priority_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'Customer Priority', @ticket_fields)
+        @ir_category_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'IR Category', @ticket_fields)
+        @ir_submitter_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'IR Submitter', @ticket_fields)
+        @channel_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'Channel (Received at email)', @ticket_fields)
+        search = Readiness::Zendesk::Users.find_many(@zendesk_client, [379855863520, 12816218763676])
+        end_user = search.detect { |s| s.email == 'gitlab_support@example.com' }        
         requester
         zd_user
         unless Readiness::SupportSuperFormProcessor::Shared.namespace_exists?(@gitlab_admin_client, namespace_provided)
@@ -29,31 +46,30 @@ module Readiness
         ticket.email_ccs = [
           { user_id: zd_user.id }
         ]
-        ticket.requester_id = 379855863520
-        ticket.submitter_id = 379855863520
+        ticket.requester_id = end_user.id
+        ticket.submitter_id = end_user.id
         ticket.comment = { html_body: body }
         ticket.subject = 'Internal Request - GitLab.com -  Investigate incorrect subscription info'
         ticket.tags = %w[lnr_internal_request lnr_valid_request lnr_saas_subscription lnr_saas_sub_issue]
         ticket.priority = request_priority
         ticket.status = 'new'
-        ticket.ticket_form_id = 360000071293
+        ticket.ticket_form_id = @lnr_form.id
         ticket.custom_fields = [
-          { id: 4414446722578, value: 'ticket_group_not_applicable' },
-          { id: 360020614420,  value: 'aof_lnr' },
-          { id: 360020735259,  value: 'stage-frt' },
-          { id: 360018253094,  value: 'all_regions' },
-          { id: 360004394559,  value: 'free_plan' },
-          { id: 360005183820,  value: zd_user.name },
-          { id: 360005248219,  value: zd_user.email },
-          { id: 360020735319,  value: 'sev3' },
-          { id: 360020288373,  value: '0' },
-          { id: 360014776453,  value: 'medium' },
-          { id: 6978426204828, value: 'ir_issues_saas_sub' },
-          { id: 6978366086428, value: zd_user.email },
-          { id: 45195248,      value: 'created_by_agent' }
+          { id: @area_of_focus_field.id, value: 'aof_lnr' },
+          { id: @ticket_stage_field.id, value: 'stage-frt' },
+          { id: @prfs_field.id, value: 'all_regions' },
+          { id: @plan_field.id, value: 'free_plan' },
+          { id: @sales_name_field.id, value: zd_user.name },
+          { id: @sales_email_field.id, value: zd_user.email },
+          { id: @severity_field.id, value: 'sev3' },
+          { id: @arr_field.id, value: '0' },
+          { id: @priority_field.id, value: 'medium' },
+          { id: @ir_category_field.id, value: 'ir_issues_saas_sub' },
+          { id: @ir_submitter_field.id, value: zd_user.email },
+          { id: @channel_field.id, value: 'created_by_agent' }          
         ]
         create = Readiness::Zendesk::Tickets.create!(@zendesk_client, ticket)
-        puts "Ticket created: https://gitlab.zendesk.com/agent/tickets/#{create.id}"
+        puts "Ticket created: #{create.id}"
       end
 
       ##

data/lib/support_readiness/support_super_form_processor/global_ir_dotcom_subscriptions_link.rb

@@ -19,6 +19,23 @@ module Readiness
         @gitlab_client = gitlab_client
         @gitlab_admin_client = gitlab_admin_client
         @zendesk_client = zendesk_client
+        @ticket_forms = Readiness::Zendesk::TicketForms.list(@zendesk_client)
+        @ticket_fields = Readiness::Zendesk::TicketFields.list(@zendesk_client)
+        @lnr_form = Readiness::Zendesk::TicketForms.find_by_name(@zendesk_client, 'L&R', @ticket_forms)
+        @area_of_focus_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'Area of Focus', @ticket_fields)
+        @ticket_stage_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'Ticket Stage', @ticket_fields)
+        @prfs_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'Preferred Region for Support', @ticket_fields)
+        @plan_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'GitLab Plan', @ticket_fields)
+        @sales_name_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'Sales contact name', @ticket_fields)
+        @sales_email_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'Sales contact email', @ticket_fields)
+        @severity_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'Customer Severity (maps to priority, do not change)', @ticket_fields)
+        @arr_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'Ticket ARR', @ticket_fields)
+        @priority_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'Customer Priority', @ticket_fields)
+        @ir_category_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'IR Category', @ticket_fields)
+        @ir_submitter_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'IR Submitter', @ticket_fields)
+        @channel_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'Channel (Received at email)', @ticket_fields)
+        search = Readiness::Zendesk::Users.find_many(@zendesk_client, [379855863520, 12816218763676])
+        end_user = search.detect { |s| s.email == 'gitlab_support@example.com' }        
         requester
         zd_user
         unless Readiness::SupportSuperFormProcessor::Shared.namespace_exists?(@gitlab_admin_client, namespace_provided)
@@ -29,31 +46,30 @@ module Readiness
         ticket.email_ccs = [
           { user_id: zd_user.id }
         ]
-        ticket.requester_id = 379855863520
-        ticket.submitter_id = 379855863520
+        ticket.requester_id = end_user.id
+        ticket.submitter_id = end_user.id
         ticket.comment = { html_body: body }
         ticket.subject = 'Internal Request - GitLab.com -  Link subscription to namespace'
         ticket.tags = %w[lnr_internal_request lnr_valid_request lnr_saas_subscription lnr_saas_sub_link]
         ticket.priority = request_priority
         ticket.status = 'new'
-        ticket.ticket_form_id = 360000071293
+        ticket.ticket_form_id = @lnr_form.id
         ticket.custom_fields = [
-          { id: 4414446722578, value: 'ticket_group_not_applicable' },
-          { id: 360020614420,  value: 'aof_lnr' },
-          { id: 360020735259,  value: 'stage-frt' },
-          { id: 360018253094,  value: 'all_regions' },
-          { id: 360004394559,  value: 'free_plan' },
-          { id: 360005183820,  value: zd_user.name },
-          { id: 360005248219,  value: zd_user.email },
-          { id: 360020735319,  value: 'sev3' },
-          { id: 360020288373,  value: '0' },
-          { id: 360014776453,  value: 'medium' },
-          { id: 6978426204828, value: 'ir_link_sub' },
-          { id: 6978366086428, value: zd_user.email },
-          { id: 45195248,      value: 'created_by_agent' }
+          { id: @area_of_focus_field.id, value: 'aof_lnr' },
+          { id: @ticket_stage_field.id, value: 'stage-frt' },
+          { id: @prfs_field.id, value: 'all_regions' },
+          { id: @plan_field.id, value: 'free_plan' },
+          { id: @sales_name_field.id, value: zd_user.name },
+          { id: @sales_email_field.id, value: zd_user.email },
+          { id: @severity_field.id, value: 'sev3' },
+          { id: @arr_field.id, value: '0' },
+          { id: @priority_field.id, value: 'medium' },
+          { id: @ir_category_field.id, value: 'ir_link_sub' },
+          { id: @ir_submitter_field.id, value: zd_user.email },
+          { id: @channel_field.id, value: 'created_by_agent' }          
         ]
         create = Readiness::Zendesk::Tickets.create!(@zendesk_client, ticket)
-        puts "Ticket created: https://gitlab.zendesk.com/agent/tickets/#{create.id}"
+        puts "Ticket created: #{create.id}"
       end
 
       ##

data/lib/support_readiness/support_super_form_processor/global_ir_dotcom_subscriptions_nfr.rb

@@ -19,6 +19,23 @@ module Readiness
         @gitlab_client = gitlab_client
         @gitlab_admin_client = gitlab_admin_client
         @zendesk_client = zendesk_client
+        @ticket_forms = Readiness::Zendesk::TicketForms.list(@zendesk_client)
+        @ticket_fields = Readiness::Zendesk::TicketFields.list(@zendesk_client)
+        @lnr_form = Readiness::Zendesk::TicketForms.find_by_name(@zendesk_client, 'L&R', @ticket_forms)
+        @area_of_focus_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'Area of Focus', @ticket_fields)
+        @ticket_stage_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'Ticket Stage', @ticket_fields)
+        @prfs_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'Preferred Region for Support', @ticket_fields)
+        @plan_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'GitLab Plan', @ticket_fields)
+        @sales_name_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'Sales contact name', @ticket_fields)
+        @sales_email_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'Sales contact email', @ticket_fields)
+        @severity_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'Customer Severity (maps to priority, do not change)', @ticket_fields)
+        @arr_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'Ticket ARR', @ticket_fields)
+        @priority_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'Customer Priority', @ticket_fields)
+        @ir_category_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'IR Category', @ticket_fields)
+        @ir_submitter_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'IR Submitter', @ticket_fields)
+        @channel_field = Readiness::Zendesk::TicketFields.find_by_name(@zendesk_client, 'Channel (Received at email)', @ticket_fields)
+        search = Readiness::Zendesk::Users.find_many(@zendesk_client, [379855863520, 12816218763676])
+        end_user = search.detect { |s| s.email == 'gitlab_support@example.com' }        
         requester
         zd_user
         unless zd_user.tags.include? 'partner_support_agent'
@@ -35,31 +52,30 @@ module Readiness
         ticket.email_ccs = [
           { user_id: zd_user.id }
         ]
-        ticket.requester_id = 379855863520
-        ticket.submitter_id = 379855863520
+        ticket.requester_id = end_user.id
+        ticket.submitter_id = end_user.id
         ticket.comment = { html_body: body }
         ticket.subject = 'Internal Request - GitLab.com - NFR license request'
         ticket.tags = %w[lnr_internal_request lnr_valid_request lnr_saas_nfr]
         ticket.priority = request_priority
         ticket.status = 'new'
-        ticket.ticket_form_id = 360000071293
+        ticket.ticket_form_id = @lnr_form.id
         ticket.custom_fields = [
-          { id: 4414446722578, value: 'ticket_group_not_applicable' },
-          { id: 360020614420,  value: 'aof_lnr' },
-          { id: 360020735259,  value: 'stage-frt' },
-          { id: 360018253094,  value: 'all_regions' },
-          { id: 360004394559,  value: 'free_plan' },
-          { id: 360005183820,  value: zd_user.name },
-          { id: 360005248219,  value: zd_user.email },
-          { id: 360020735319,  value: 'sev3' },
-          { id: 360020288373,  value: '0' },
-          { id: 360014776453,  value: 'medium' },
-          { id: 6978426204828, value: 'ir_saas_nfr' },
-          { id: 6978366086428, value: zd_user.email },
-          { id: 45195248,      value: 'created_by_agent' }
+          { id: @area_of_focus_field.id, value: 'aof_lnr' },
+          { id: @ticket_stage_field.id, value: 'stage-frt' },
+          { id: @prfs_field.id, value: 'all_regions' },
+          { id: @plan_field.id, value: 'free_plan' },
+          { id: @sales_name_field.id, value: zd_user.name },
+          { id: @sales_email_field.id, value: zd_user.email },
+          { id: @severity_field.id, value: 'sev3' },
+          { id: @arr_field.id, value: '0' },
+          { id: @priority_field.id, value: 'medium' },
+          { id: @ir_category_field.id, value: 'ir_saas_nfr' },
+          { id: @ir_submitter_field.id, value: zd_user.email },
+          { id: @channel_field.id, value: 'created_by_agent' }          
         ]
         create = Readiness::Zendesk::Tickets.create!(@zendesk_client, ticket)
-        puts "Ticket created: https://gitlab.zendesk.com/agent/tickets/#{create.id}"
+        puts "Ticket created: #{create.id}"
       end
 
       ##