gitlab_support_readiness 1.0.42 → 1.0.44

data/lib/support_readiness/ticket_processor/organization_notes.rb

@@ -0,0 +1,308 @@
+# frozen_string_literal: true
+
+# Defines the module Readiness.
+module Readiness
+  # Defines the module TicketProcessor
+  module TicketProcessor
+    ##
+    # Defines the class OrganizationNotes within the module {Readiness::Zendesk}.
+    #
+    # @author Jason Colyer
+    # @since 1.0.44
+    class OrganizationNotes < Readiness::Client
+      ##
+      # Process an Organization Notes request for Zendesk Global
+      #
+      # @author Jason Colyer
+      # @since 1.0.44
+      def self.process_global!(zendesk_client, gitlab_client, ticket_id)
+        @zendesk_client = zendesk_client
+        @gitlab_client = gitlab_client
+        @ticket_id = ticket_id
+        @ticket = Readiness::Zendesk::Tickets.find(@zendesk_client, @ticket_id)
+        puts 'No ticket found, so no org notes to add' if @ticket.is_a? Hash
+        exit 0 if @ticket.is_a? Hash
+
+        puts 'Ticket is closed, so no org notes to add' if @ticket.status == 'closed'
+        exit 0 if @ticket.status == 'closed'
+
+        puts 'No organization, so no org notes to add' if @ticket.organization_id.nil?
+        exit 0 if @ticket.organization_id.nil?
+
+        @organization = Readiness::Zendesk::Organizations.find!(@zendesk_client, @ticket.organization_id)
+        @project = Readiness::GitLab::Projects.find!(@gitlab_client, 27675679)
+        file = Readiness::GitLab::Repositories.raw_file(@gitlab_client, @project, "organizations/#{@organization.id}.yaml", 'master')
+        yaml = YAML.safe_load(file)
+        @notes_file = if yaml['message']
+                        create_notes_file
+                      else
+                        yaml
+                      end
+        print 'Making organization info comment...'
+        new_ticket = Readiness::Zendesk::Tickets.new
+        new_ticket.id = @ticket.id
+        new_ticket.comment = { body: organization_info_comment.gsub("\n\n\n\n", "\n\n").strip, public: false }
+        Readiness::Zendesk::Tickets.update!(zendesk_client, new_ticket)
+        puts 'done'
+        sleep 3
+        print 'Making organization entitlement info comment...'
+        new_ticket.comment = { body: organization_entitlement_comment.gsub("\n\n\n\n", "\n\n").strip, public: false }
+        Readiness::Zendesk::Tickets.update!(zendesk_client, new_ticket)
+        puts 'done'
+        if @organization.organization_fields['sub_gitlab_dedicated']
+          sleep 3
+          print 'Making GitLab Dedicated note...'
+          new_ticket.comment = { body: gitlab_dedicated_comment.gsub("\n\n\n\n", "\n\n").strip, public: false }
+          Readiness::Zendesk::Tickets.update!(zendesk_client, new_ticket)
+          puts 'done'
+        end
+        if @organization.organization_fields['support_level'] == 'Expired' && within_grace_period?
+          sleep 3
+          print 'Adding within_grace_period tag...'
+          @ticket = Readiness::Zendesk::Tickets.find(@zendesk_client, @ticket_id)
+          new_ticket = Readiness::Zendesk::Tickets.new
+          new_ticket.id = @ticket.id
+          new_ticket.tags = @ticket.tags + ['within_grace_period']
+          Readiness::Zendesk::Tickets.update!(zendesk_client, new_ticket)
+          puts 'done'
+        end
+      end
+
+      def self.within_grace_period?
+        Date.today < grace_period
+      end
+
+      def self.grace_period
+        Date.parse(@organization.organization_fields['expiration_date']) + 15.days
+      rescue TypeError
+        Date.parse('9999-12-31')
+      end
+
+      def self.determine_within_grace_period
+        Date.today < (Date.parse(@organization.organization_fields['expiration_date']) + 15.days)
+      rescue TypeError
+        true
+      end
+
+      def self.create_notes_file
+        puts 'no'
+        exit 1
+        content_string = "---\nid: #{@organization.idid}\nname: \"#{@organization.name}\"\nnotes:\ndetails:\n"
+        commit_params = {
+          branch: 'master',
+          commit_message: 'Creating default org note file',
+          actions: [
+            {
+              action: 'create',
+              file_path: "organizations/#{@organization.id}.yaml",
+              content: content_string
+            }
+          ]
+        }
+        Readiness::GitLab::Repositories.create_commit!(@gitlab_client, @project, commit_params)
+        YAML.safe_load(content_string)
+      end
+
+      def self.organization_info_comment
+        <<~STRING
+          #{@organization.organization_fields['org_in_escalated_state'] ? escalated_string : ''}
+          ## Organization Notes
+
+          #{@notes_file['notes']}
+
+          Manage this organization note via https://gitlab.com/gitlab-com/support/zendesk-global/organizations/-/blob/master/organizations/#{@organization.id}.yaml
+
+          #{partner_troubleshooting_string}
+
+          ---
+
+          ## Organization Info
+
+          - Account type: #{@organization.organization_fields['account_type'].to_s.capitalize}
+          - Sales Segmentation: #{@organization.organization_fields['sales_segmentation'].to_s.capitalize}
+          - Account Owner: #{@organization.organization_fields['account_owner']}
+          - Customer Success Manager: #{@organization.organization_fields['technical_account_manager']}
+          - Solutions Architect: #{@organization.organization_fields['solutions_architect']}
+          - Expiration/Next Renewal Date: #{@organization.organization_fields['expiration_date']}
+          - Salesforce: [#{@organization.organization_fields['salesforce_id']}](https://gitlab.lightning.force.com/lightning/r/Account/#{@organization.organization_fields['salesforce_id']}/view)
+
+          #{emergencies_list}
+
+          #{collab_project_string}
+
+          #{readiness_string}
+        STRING
+      end
+
+      def self.escalated_string
+        "---\n\n## NOTE: This organization is in an escalated state.\n\n"
+      end
+
+      def self.partner_troubleshooting_string
+        field = @ticket.custom_fields.detect { |t| t['id'] == 360012194220 }
+        return '' if field.nil?
+        return '' if field['value'].nil?
+
+        "---\n\n## Partner Troubleshooting\n\n#{field['value']}\n\n"
+      end
+
+      def self.emergencies_list
+        org_tickets = Readiness::Zendesk::Organizations.tickets(@zendesk_client, @organization)
+        list = org_tickets.select { |t| t.ticket_form_id == 360001264259 }
+        emergencies = list.reject { |t| t.id == @ticket.id }
+        return '' if emergencies.count.zero?
+
+        output = []
+        emergencies.each do |e|
+          string = "- [#{e.subject}](https://gitlab.zendesk.com/agent/tickets/#{e.id}) - created #{e.created_at}"
+          output.push(string)
+        end
+        <<~STRING
+          ## Recent Emergencies
+
+          #{output.join("\n")}
+        STRING
+      end
+
+      def self.collab_project_string
+        return '' if @organization.organization_fields['am_project_id'].nil?
+
+        <<~STRING
+          ---
+
+          ## NOTE: This organization has an AM Collaboration project!
+        STRING
+      end
+
+      def self.readiness_string
+        output = [
+          cmp_string,
+          org_notes_string,
+          org_details_string,
+          shared_org_string
+      ].compact
+        <<~STRING
+          #{output.join("\n\n")}
+        STRING
+      end
+
+      def self.cmp_string
+        return nil if @organization.organization_fields['cmp_id'].nil?
+
+        "#### This organization is using a contact management project!"
+      end
+
+      def self.org_notes_string
+        return nil if @organization.notes.to_s == ''
+
+        <<~STRING
+          #### Support Readiness Notes about this Organizations
+
+          #{@organization.notes}
+        STRING
+      end
+
+      def self.org_details_string
+        return nil if @organization.details.to_s == ''
+
+        <<~STRING
+          #### Support Readiness Details about this Organizations
+
+          #{@organization.details}
+        STRING
+      end
+
+      def self.shared_org_string
+        return nil unless @organization.shared_tickets
+
+        return "#### This organization has shared org permissions (read only)" unless @organization.shared_comments
+
+        "#### This organization has shared org permissions (read+write)"
+      end
+
+      def self.organization_entitlement_comment
+        return expired_message if @organization.organization_fields['support_level'] == 'Expired'
+        return prospect_message if @organization.tags.include? 'priority_prospect'
+        <<~STRING
+          #{subscriptions_message}
+          #{addons_message}
+        STRING
+      end
+
+      def self.expired_message
+        if within_grace_period?
+          if @organization.organization_fields['health_score'].to_s.capitalize == 'Green'
+            return "## NOTE: Within grace period (#{grace_period}) and health score is Green, provide support to the customer as usual."
+          elsif @organization.organization_fields['health_score'].to_s.capitalize == 'Yellow'
+            return "## NOTE: Within grace period (#{grace_period}) but health score is Yellow, reach out to their CSM/AM in [#account-management](https://gitlab.slack.com/archives/C44SXGG8M) and ask about this customer. In the meantime provide support to the customer as usual."
+          elsif @organization.organization_fields['health_score'].to_s.capitalize == 'Red'
+            return "## NOTE: Within grace period (#{grace_period}) but health score is Red, reach out to their CSM/AM in [#account-management](https://gitlab.slack.com/archives/C44SXGG8M) and ask about this customer. Do not provide support until they tell you to proceed."
+          else
+            return "## NOTE: Within grace period (#{grace_period}) but health score is unknown, contact CSM/AM in [#account-management](https://gitlab.slack.com/archives/C44SXGG8M) and ask about this customer. Do not provide support until they tell you to proceed."
+          end
+        end
+        '## NOTE: This account is showing as expired. Please confirm manually before proceeding!'
+      end
+
+      def self.prospect_message
+        '## NOTE: This is a priority prospect and is eligible for support.'
+      end
+
+      def self.subscriptions_message
+        subs = []
+        subs.push('Community (unidentified type)') if @organization.organization_fields['sub_community_other']
+        subs.push('GitLab.com Premium') if @organization.organization_fields['sub_dotcom_premium']
+        subs.push('GitLab.com Ultimate') if @organization.organization_fields['sub_dotcom_ultimate']
+        subs.push('Community (EDU)') if @organization.organization_fields['sub_edu']
+        subs.push('GitLab Dedicated') if @organization.organization_fields['sub_gitlab_dedicated']
+        subs.push('Community (OSS)') if @organization.organization_fields['sub_oss']
+        subs.push('Self-Managed Premium') if @organization.organization_fields['sub_sm_premium']
+        subs.push('Self-Managed Starter') if @organization.organization_fields['sub_sm_starter']
+        subs.push('Self-Managed Ultimate') if @organization.organization_fields['sub_sm_ultimate']
+        subs
+        return '' if subs.count.zero?
+
+        <<~STRING
+          ## This organization has the following active subscription types:
+
+          #{subs.map { |s| "- #{s}" }.join("\n")}
+        STRING
+      end
+
+      def self.addons_message
+        addons = []
+        addons.push('AI') if @organization.organization_fields['sub_consumption_ai']
+        addons.push('GitLab Duo Premium') if @organization.organization_fields['sub_consumption_duo_premium']
+        addons.push('GitLab Duo Enterprise') if @organization.organization_fields['sub_consumption_duo_enterprise']
+        addons.push('AI addon') if @organization.organization_fields['sub_consumption_ai']
+        addons.push('Consumption (CI/CD Minutes)') if @organization.organization_fields['sub_consumption_cicd_minutes']
+        addons.push('Consumption (Storage)') if @organization.organization_fields['sub_consumption_storage']
+        addons.push('Enterprise Agile Planning') if @organization.organization_fields['sub_consumption_eap']
+        addons.push('Professional Services') if @organization.organization_fields['sub_proserv']
+        addons.push('Assigned Support Engineer') if @organization.organization_fields['sub_ss_ase']
+        addons
+        return '' if addons.count.zero?
+
+        <<~STRING
+          ## This organization has the following active addons:
+
+          #{addons.map { |s| "- #{s}" }.join("\n")}
+        STRING
+      end
+
+      def self.gitlab_dedicated_comment
+        <<~STRING
+          ## :information_source: Important Information about this Ticket
+
+          This is a [GitLab Dedicated](https://docs.gitlab.com/ee/subscriptions/gitlab_dedicated/) customer.
+
+          - **Logs**: :warning: Do **not** request GitLab logs from the customer.
+          - **Configuration**:
+            - Customers **can** access and make changes in the **Admin Area**.
+            - :warning: Do **not** request `gitlab.rb`, `values.yaml` or other GitLab configuration files from this customer.
+          - :question: Not sure what to do?: Check the [GitLab Dedicated Handbook](https://handbook.gitlab.com/handbook/support/workflows/dedicated_logs/) for information on how to handle :ticket: Dedicated tickets including information on [working with logs](https://handbook.gitlab.com/handbook/support/workflows/dedicated_logs/#working-with-logs).
+        STRING
+      end
+    end
+  end
+end

data/lib/support_readiness/ticket_processor/star.rb

@@ -0,0 +1,32 @@
+# frozen_string_literal: true
+
+# Defines the module Readiness.
+module Readiness
+  # Defines the module TicketProcessor
+  module TicketProcessor
+    ##
+    # Defines the class STAR within the module {Readiness::Zendesk}.
+    #
+    # @author Jason Colyer
+    # @since 1.0.44
+    class STAR < Readiness::Client
+      ##
+      # Process a STAR request
+      #
+      # @author Jason Colyer
+      # @since 1.0.44
+      def self.process!(zendesk_client, ticket_id)
+        @zendesk_client = zendesk_client
+        @ticket_id = ticket_id
+        @ticket = Readiness::Zendesk::Tickets.find(@zendesk_client, @ticket_id)
+        puts 'No ticket found, so no STAR actions to do' if @ticket.is_a? Hash
+        exit 0 if @ticket.is_a? Hash
+
+        new_ticket = Readiness::Zendesk::Tickets.new
+        new_ticket.id = @ticket.id
+        new_ticket.tags = @ticket.tags + ['star_submitted']
+        Readiness::Zendesk::Tickets.update!(zendesk_client, new_ticket)
+      end
+    end
+  end
+end

data/lib/support_readiness/ticket_processor/weighting.rb

@@ -0,0 +1,121 @@
+# frozen_string_literal: true
+
+# Defines the module Readiness.
+module Readiness
+  # Defines the module TicketProcessor
+  module TicketProcessor
+    ##
+    # Defines the class Weighting within the module {Readiness::Zendesk}.
+    #
+    # @author Jason Colyer
+    # @since 1.0.44
+    class Weighting < Readiness::Client
+      ##
+      # Process a Weighting request
+      #
+      # @author Jason Colyer
+      # @since 1.0.44
+      def self.process!(zendesk_client, ticket_id)
+        @zendesk_client = zendesk_client
+        @ticket_id = ticket_id
+        @ticket = Readiness::Zendesk::Tickets.find(@zendesk_client, @ticket_id)
+        @organization = if @ticket.organization_id.nil?
+                          nil
+                        else
+                          Readiness::Zendesk::Organizations.find!(@zendesk_client, @ticket.organization_id)
+                        end
+        puts 'No ticket found, so no STAR actions to do' if @ticket.is_a? Hash
+        exit 0 if @ticket.is_a? Hash
+
+        time_diff = Time.parse('9999-12-31T23:59:59Z') - Time.parse(@ticket.created_at)
+        weight = calculate_weight
+        new_ticket = Readiness::Zendesk::Tickets.new
+        new_ticket.id = @ticket.id
+        new_ticket.custom_fields = [
+          { id: 12508951067036, value: weight },
+          { id: 13761175647260, value: "#{format('%03d', weight)} - #{format('%.5f', time_diff)}" }
+        ]
+        Readiness::Zendesk::Tickets.update!(@zendesk_client, new_ticket)
+      end
+
+      def self.calculate_weight
+        final = 0
+        final += arr_modifier unless @ticket.ticket_form_id == 360000071293
+        final += form_modifier unless @ticket.ticket_form_id == 360000071293
+        final += acc_type_modifier
+        final += ticket_priority_modifier
+        final += customer_priority_modifier
+        final += sla_breach_modifier
+        final
+      end
+
+      def self.arr_modifier
+        arr = arr_to_use
+        return 17 if arr >= 1000000
+        return 12 if arr >= 300000
+        return 10 if arr >= 30000
+        return 8 if arr > 0
+
+        0
+      end
+
+      def self.form_modifier
+        return 100 if @ticket.ticket_form_id == 360001264259
+
+        0
+      end
+
+      def self.acc_type_modifier
+        return 0 if @organization.nil?
+        return 17 if @organization.organization_fields['account_type'] == 'alliance_partner'
+        return 10 if @organization.organization_fields['account_type'] == 'select_partner'
+        return 10 if @organization.organization_fields['account_type'] == 'open_partner'
+
+        0
+      end
+
+      def self.ticket_priority_modifier
+        return 22 if @ticket.priority == 'urgent'
+        return 15 if @ticket.priority == 'high'
+        return 8 if @ticket.priority == 'medium'
+
+        2
+      end
+
+      def self.customer_priority_modifier
+        field = @ticket.custom_fields.detect { |f| f['id'] == 360014776453 }['value']
+        return 8 if field == 'urgent'
+        return 5 if field == 'high'
+        return 3 if field == 'medium'
+
+        1
+      end
+
+      def self.sla_breach_modifier
+        breach_level = ENV.fetch('SLA_BREACH_LEVEL', 0).to_i
+        field = @ticket.custom_fields.detect { |f| f['id'] == 360020735259 }['value']
+        return 19 if field == 'stage-frt' && breach_level == 1
+        return 38 if field == 'stage-frt' && breach_level == 2
+        return 57 if field == 'stage-frt' && breach_level == 3
+        return 9 if field == 'stage-nrt' && breach_level == 1
+        return 18 if field == 'stage-nrt' && breach_level == 2
+        return 27 if field == 'stage-nrt' && breach_level == 3
+
+        0
+      end
+
+      def self.star_modifier
+        return 20 if @ticket.tags.include? 'star_submitted'
+
+        0
+      end
+
+      def self.arr_to_use
+        field = @ticket.custom_fields.detect { |f| f['id'] == 360020288373 }['value'].to_f
+        return field if @organization.nil?
+
+        [field, @organization.organization_fields['aar'].to_f].max
+      end
+    end
+  end
+end

data/lib/support_readiness/ticket_processor.rb

@@ -0,0 +1,19 @@
+# frozen_string_literal: true
+
+# Defines the module Readiness.
+module Readiness
+  ##
+  # Defines the module TicketProcessor
+  # @author Jason Colyer
+  # @since 1.0.44
+  module TicketProcessor
+    require "#{__dir__}/ticket_processor/account_blocked"
+    require "#{__dir__}/ticket_processor/email_suppressions"
+    require "#{__dir__}/ticket_processor/link_tagger"
+    require "#{__dir__}/ticket_processor/locked_account"
+    require "#{__dir__}/ticket_processor/namesquatting"
+    require "#{__dir__}/ticket_processor/organization_notes"
+    require "#{__dir__}/ticket_processor/star"
+    require "#{__dir__}/ticket_processor/weighting"
+  end
+end

data/lib/support_readiness/zendesk/tickets.rb

@@ -10,7 +10,7 @@ module Readiness
     # @author Jason Colyer
     # @since 1.0.0
     class Tickets < Readiness::Client
-      attr_accessor :assignee_id, :additional_tags, :brand_id, :collaborator_ids, :comment, :custom_fields, :custom_status_id, :description, :due_at, :email_cc_ids, :fields, :follower_ids, :followup_ids, :group_id, :has_incidents, :id, :is_public, :organization_id, :priority, :problem_id, :remove_tags, :requester_id, :satisfaction_rating, :status, :subject, :submitter_id, :tags, :ticket_form_id, :type, :via, :via_followup_source_id
+      attr_accessor :assignee_id, :additional_tags, :brand_id, :collaborator_ids, :comment, :created_at, :custom_fields, :custom_status_id, :description, :due_at, :email_cc_ids, :fields, :follower_ids, :followup_ids, :group_id, :has_incidents, :id, :is_public, :organization_id, :priority, :problem_id, :remove_tags, :requester_id, :satisfaction_rating, :status, :subject, :submitter_id, :tags, :ticket_form_id, :type, :updated_at, :via, :via_followup_source_id
 
       ##
       # Creates a new {Readiness::Zendesk::Tickets} instance
@@ -27,6 +27,7 @@ module Readiness
         @brand_id = object['brand_id']
         @collaborator_ids = object['collaborator_ids']
         @comment = object['comment']
+        @created_at = object['created_at']
         @custom_fields = object['custom_fields']
         @custom_status_id = object['custom_status_id']
         @description = object['description']
@@ -51,6 +52,7 @@ module Readiness
         @tags = object['tags']
         @ticket_form_id = object['ticket_form_id']
         @type = object['type']
+        @updated_at = object['updated_at']
         @via = object['via']
         @via_followup_source_id = object['via_followup_source_id']
       end

data/lib/support_readiness.rb

@@ -43,4 +43,5 @@ require "#{__dir__}/support_readiness/repos"
 require "#{__dir__}/support_readiness/salesforce"
 require "#{__dir__}/support_readiness/slack"
 require "#{__dir__}/support_readiness/support_super_form_processor"
+require "#{__dir__}/support_readiness/ticket_processor"
 require "#{__dir__}/support_readiness/zendesk"

metadata

@@ -1,14 +1,14 @@
 --- !ruby/object:Gem::Specification
 name: gitlab_support_readiness
 version: !ruby/object:Gem::Version
-  version: 1.0.42
+  version: 1.0.44
 platform: ruby
 authors:
 - Jason Colyer
 autorequire: 
 bindir: bin
 cert_chain: []
-date: 2024-11-15 00:00:00.000000000 Z
+date: 2024-11-25 00:00:00.000000000 Z
 dependencies:
 - !ruby/object:Gem::Dependency
   name: activesupport
@@ -372,6 +372,15 @@ files:
 - lib/support_readiness/support_super_form_processor/usgov_ir_sm_trials_new.rb
 - lib/support_readiness/support_super_form_processor/usgov_set_collaboration_id.rb
 - lib/support_readiness/support_super_form_processor/usgov_set_org_ase.rb
+- lib/support_readiness/ticket_processor.rb
+- lib/support_readiness/ticket_processor/account_blocked.rb
+- lib/support_readiness/ticket_processor/email_suppressions.rb
+- lib/support_readiness/ticket_processor/link_tagger.rb
+- lib/support_readiness/ticket_processor/locked_account.rb
+- lib/support_readiness/ticket_processor/namesquatting.rb
+- lib/support_readiness/ticket_processor/organization_notes.rb
+- lib/support_readiness/ticket_processor/star.rb
+- lib/support_readiness/ticket_processor/weighting.rb
 - lib/support_readiness/zendesk.rb
 - lib/support_readiness/zendesk/app_job_statuses.rb
 - lib/support_readiness/zendesk/apps.rb