gitlab_support_readiness 1.0.43 → 1.0.44

data/lib/support_readiness/ticket_processor/email_suppressions.rb

@@ -0,0 +1,135 @@
+# frozen_string_literal: true
+
+# Defines the module Readiness.
+module Readiness
+  # Defines the module TicketProcessor
+  module TicketProcessor
+    ##
+    # Defines the class EmailSuppressions within the module {Readiness::Zendesk}.
+    #
+    # @author Jason Colyer
+    # @since 1.0.44
+    class EmailSuppressions < Readiness::Client
+      ##
+      # Process an Email Suppression request
+      #
+      # @author Jason Colyer
+      # @since 1.0.44
+      def self.process!(zendesk_client, mailgun_client, ticket_id)
+        @zendesk_client = zendesk_client
+        @mailgun_client = mailgun_client
+        @ticket_id = ticket_id
+        @ticket = Readiness::Zendesk::Tickets.find(@zendesk_client, @ticket_id)
+        puts 'No ticket found, so no org notes to add' if @ticket.is_a? Hash
+        exit 0 if @ticket.is_a? Hash
+
+        puts 'Ticket is closed, so no org notes to add' if @ticket.status == 'closed'
+        exit 0 if @ticket.status == 'closed'
+
+        @email = @ticket.custom_fields.detect { |t| t['id'] == 4413932829586 }['value']
+        return no_email_given if @email.nil?
+
+        bounce = Readiness::Mailgun::Bounces.find(@mailgun_client, @email)
+        if bounce.address.nil?
+          no_bounce_exists
+        else
+          Readiness::Mailgun::Bounces.delete!(@mailgun_client, bounce)
+          new_ticket = Readiness::Zendesk::Tickets.new
+          new_ticket.id = @ticket.id
+          new_ticket.comment = { body: suppression_removed_note(bounce), public: false }
+          Readiness::Zendesk::Tickets.update!(@zendesk_client, new_ticket)
+          new_ticket = Readiness::Zendesk::Tickets.new
+          new_ticket.id = @ticket.id
+          new_ticket.status = 'solved'
+          new_ticket.comment = { body: suppression_removed_comment, public: true }
+          new_ticket.custom_fields = [
+            { id: 360020735259, value: 'stage-frt' }
+          ]
+          Readiness::Zendesk::Tickets.update!(@zendesk_client, new_ticket)
+        end
+      end
+
+      def self.no_email_given
+        new_ticket = Readiness::Zendesk::Tickets.new
+        new_ticket.id = @ticket.id
+        new_ticket.comment = { body: no_email_given_comment, public: false }
+        new_ticket.custom_fields = [
+          { id: 360020735259, value: 'stage-frt' }
+        ]
+        Readiness::Zendesk::Tickets.update!(@zendesk_client, new_ticket)
+      end
+
+      def self.no_bounce_exists
+        new_ticket = Readiness::Zendesk::Tickets.new
+        new_ticket.id = @ticket.id
+        new_ticket.status = 'pending'
+        new_ticket.comment = { body: no_bounce_exists_comment }
+        new_ticket.custom_fields = [
+          { id: 360020735259, value: 'stage-frt' }
+        ]
+        Readiness::Zendesk::Tickets.update!(@zendesk_client, new_ticket)
+      end
+
+      def self.no_email_given_comment
+        <<~STRING
+          We were unable to check for email suppressions on this ticket as the value of the `Impacted email address` is blank.
+
+          Please do the following to correct this and have this ticket re-autoworked:
+
+          - Please review the ticket and correct the field 'Impacted email address' to have a valid value
+          - Remove any of the following tags:
+            - `autowork_no_confirmation_email`
+            - `autowork_forgot_password`
+            - `autowork_notification_emails`
+
+          Make sure to save the update on the ticket. This should re-trigger the autowork script for you.
+        STRING
+      end
+
+      def self.no_bounce_exists_comment
+        <<~STRING
+          Greetings,
+
+          We have checked our systems and have not located any suppressions at this time for your email address (#{@email}). We would recommend checking your spam folder or contacting your email provider to help in locating any recent emails from us you may have received or requested.
+
+          Some common links you might need to get a new email are:
+
+          - Request a new confirmation email via https://gitlab.com/users/confirmation/new
+          - Request a new verification challenge by logging into GitLab.com directly and using the link in the prompt.
+          - Request a password reset on gitlab.com via https://gitlab.com/users/password/new
+        STRING
+      end
+
+      def self.suppression_removed_note(bounce)
+        <<~STRING
+          Suppression found and removed in mg.gitlab.com:
+
+          - Email: #{bounce.address}
+          - Code: #{bounce.code}
+          - Error: #{bounce.error}
+          - Time:  #{bounce.created_at}
+        STRING
+      end
+
+      def self.suppression_removed_comment
+        <<~STRING
+          Greetings,
+
+          It looks like a suppression had been placed in our system on your email address (#{@email}) for gitlab.com emails, so no further emails from that system would have reached you.
+
+          We have cleared that suppression for you at this time.
+
+          Some common links you might need to get a new email are:
+
+          - Request a new confirmation email via https://gitlab.com/users/confirmation/new
+          - Request a new verification challenge by logging into GitLab.com directly and using the link in the prompt.
+          - Request a password reset on gitlab.com via https://gitlab.com/users/password/new
+
+          With the removal of the suppression, this ticket has been marked as solved.
+
+          If the suppression removal did not solve the problem and you are still not receiving emails from gitlab.com, please reply to this email to reopen the ticket and alert GitLab Support.
+        STRING
+      end
+    end
+  end
+end

data/lib/support_readiness/ticket_processor/link_tagger.rb

@@ -0,0 +1,102 @@
+# frozen_string_literal: true
+
+# Defines the module Readiness.
+module Readiness
+  # Defines the module TicketProcessor
+  module TicketProcessor
+    ##
+    # Defines the class LinkTagger within the module {Readiness::Zendesk}.
+    #
+    # @author Jason Colyer
+    # @since 1.0.44
+    class LinkTagger < Readiness::Client
+      ##
+      # Process a Link Tagging request
+      #
+      # @author Jason Colyer
+      # @since 1.0.44
+      def self.process!(zendesk_client, gitlab_client, ticket_id)
+        @zendesk_client = zendesk_client
+        @gitlab_client = gitlab_client
+        @ticket_id = ticket_id
+        @user = Readiness::Zendesk::Users.find(@zendesk_client, ENV.fetch('COMMENT_AUTHOR'))
+        puts 'No such user, so no comment to review' if @user.is_a? Hash
+        exit 0 if @user.is_a? Hash
+        puts 'User is not an agent, so not proceeding' unless %w[admin agent].include? @user.role
+        exit 0 unless %w[admin agent].include? @user.role
+        @ticket = Readiness::Zendesk::Tickets.find(@zendesk_client, @ticket_id)
+        puts 'No ticket found, so no tags to add' if @ticket.is_a? Hash
+        exit 0 if @ticket.is_a? Hash
+
+        comments = Readiness::Zendesk::Tickets.comments(@zendesk_client, @ticket)
+        public_comments = comments.select { |c| c['public'] }
+        comment_to_check = public_comments.select { |c| c['author_id'] == @user.id }.last
+        tags_to_add = []
+        Nokogiri::HTML(comment_to_check['html_body']).css('a').each do |p|
+          link = p['href'].split('?').first.split('#').first
+          domain = link.split('/')[2]
+          if domain == 'gitlab.com'
+            if link =~ %r{/-/issues/[0-9]+}
+              slug = link.split("#{domain}/").last.split(%r{/-/issues/[0-9]+}).first
+              project = Readiness::GitLab::Projects.find(@gitlab_client, CGI.escape(slug))
+              unless project.is_a? Hash
+                iid = link.split('/').last
+                issue = Readiness::GitLab::Issues.find(@gitlab_client, project, iid)
+                unless issue.is_a? Hash
+                  tags_to_add.push('gitlab_issue_link')
+                  tags_to_add.push("#{slug.gsub('/', '_')}_issues_#{iid}")
+                  tags_to_add.push("issue~#{slug.gsub('/', '~')}_#{iid}")
+                  tags_to_add.push("issue_#{project.id}_#{iid}")
+                end
+              end
+            elsif link =~ %r{/-/merge_requests/[0-9]+}
+              slug = link.split("#{domain}/").last.split(%r{/-/merge_requests/[0-9]+}).first
+              project = Readiness::GitLab::Projects.find(@gitlab_client, CGI.escape(slug))
+              unless project.is_a? Hash
+                iid = link.split('/').last
+                mr = Readiness::GitLab::MergeRequests.find(@gitlab_client, project, iid)
+                unless mr['message']
+                  tags_to_add.push('gitlab_merge_request_link')
+                  tags_to_add.push("#{slug.gsub('/', '_')}_merge_requests_#{iid}")
+                  tags_to_add.push("mergerequest~#{slug.gsub('/', '~')}_#{iid}")
+                  tags_to_add.push("mergerequest_#{project.id}_#{iid}")
+                end
+              end
+            end
+          elsif domain == 'docs.gitlab.com'
+            tags_to_add.push('docs_link')
+          elsif domain == 'handbook.gitlab.com'
+            tags_to_add.push('hb_link')
+          elsif domain == 'support.gitlab.com'
+            if link =~ %r{articles}
+              tags_to_add.push('kb_link') unless link =~ %r{4911284066204}
+            end
+          elsif call_domains.include? domain
+            tags_to_add.push('agent_offered_call')
+          end
+        end
+        if tags_to_add.uniq.count.zero?
+          puts 'No tags to add on this ticket'
+          exit 0
+        else
+          print "Adding #{tags_to_add.uniq.count} tag(s) to ticket..."
+          @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 + tags_to_add.uniq
+          Readiness::Zendesk::Tickets.update!(@zendesk_client, new_ticket)
+          puts 'done'
+        end
+      end
+
+      def self.call_domains
+        [
+          'calendly.com',
+          'gitlab.zoom.us',
+          'gitlabmtgs.webex.com',
+          'teams.microsoft.com'
+        ]
+      end
+    end
+  end
+end

data/lib/support_readiness/ticket_processor/locked_account.rb

@@ -0,0 +1,53 @@
+# frozen_string_literal: true
+
+# Defines the module Readiness.
+module Readiness
+  # Defines the module TicketProcessor
+  module TicketProcessor
+    ##
+    # Defines the class LockedAccount within the module {Readiness::Zendesk}.
+    #
+    # @author Jason Colyer
+    # @since 1.0.44
+    class LockedAccount < Readiness::Client
+      ##
+      # Process a Locked Account 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 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'
+
+        new_ticket = Readiness::Zendesk::Tickets.new
+        new_ticket.id = @ticket.id
+        new_ticket.status = 'pending'
+        new_ticket.comment = { body: locked_account_comment }
+          new_ticket.custom_fields = [
+            { id: 360020735259, value: 'stage-frt' }
+          ]
+        Readiness::Zendesk::Tickets.update!(zendesk_client, new_ticket)
+      end
+
+      def self.locked_account_comment
+        <<~STRING
+          Hi,
+
+          Thank you for contacting GitLab support.
+
+          The account may be locked if the system has registered too many login attempts during a short period of time. It will be locked for 30 minutes, after which it will be unlocked automatically.
+
+          On GitLab.com, we can also lock an account when there are 3 or more failed login attempts within 24 hours. Upon successful login, you may be redirected to a verification page and an email message with a 6-digit code is sent to your _primary_ email account. Please check your email (including the spam folder) for a message with a 6-digit code to unlock your account.
+
+          Please let us know if you have any further questions or are unable to receive any emails for your account.
+        STRING
+      end
+    end
+  end
+end

data/lib/support_readiness/ticket_processor/namesquatting.rb

@@ -0,0 +1,223 @@
+# frozen_string_literal: true
+
+# Defines the module Readiness.
+module Readiness
+  # Defines the module TicketProcessor
+  module TicketProcessor
+    ##
+    # Defines the class Namesquatting within the module {Readiness::Zendesk}.
+    #
+    # @author Jason Colyer
+    # @since 1.0.44
+    class Namesquatting < Readiness::Client
+      ##
+      # Process a Blocked Account request
+      #
+      # @author Jason Colyer
+      # @since 1.0.44
+      def self.process!(zendesk_client, gitlab_admin_client, ticket_id)
+        @zendesk_client = zendesk_client
+        @gitlab_admin_client = gitlab_admin_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'
+
+        return not_for_free_users unless paid_tags.any? { |t| @ticket.tags.include? t }
+        return invalid_namespace if Readiness::GitLab::Namespaces.exists?(@gitlab_admin_client, namespace_to_check)
+        return rejection_request if Readiness::GitLab::Namespaces.is_paid?(@gitlab_admin_client, namespace)
+
+        group_checks if namespace.kind == 'group'
+        user_checks if namespace.kind == 'user'
+        # check if free user ticket, if so reject
+        # check if valid namespace, if not reject
+        # check if namespace is paid, if so reject
+        # group checks
+        #   immediate if zero projects and not created within 6 months
+        #   immediate if no data and not created within 6 months
+        #   reject if recent activity
+        #   immediate_release if !(projects || data) && not recent owner signin
+        #   contact_owner(owners)
+        # user checks
+        #   immediate if unconfirmed and created within 90 days
+        #   immediate if (no recent signing AND not only maintainer) AND projects have no data
+        #   contact owner if (!recent_signin?(user) && !only_maintainer?(user)) && projects_have_data?(user)
+        #   reject
+      end
+
+      def self.group_checks
+        group = Readiness::GitLab::Groups.new
+        group.id = namespace.id
+        request = @gitlab_admin_client.connection.get "groups/#{namespace.id}"
+        group_data = Oj.load(request.body)
+        has_data = false
+        recent_activity = false
+        projects = Readiness::GitLab::Groups.projects(@gitlab_admin_client, group, ["archived=false", "include_subgroups=true"])
+        members = Readiness::GitLab::Groups.members(@gitlab_admin_client, group)
+        owners_list = members.select { |m| m['access_level'] == 50 }
+        owners = []
+
+        projects.each do |p|
+          has_data = true if p.empty_repo
+          recent_activity = true if (Date.today - 2.years) < Date.parse(p.last_activity_at)
+        end
+        created_recently = Date.parse(group_data['created_at']) <= (Date.today + 6.months)
+        return immediate_release if projects.count.zero? && !created_recently
+        return immediate_release if !has_data && !created_recently
+        return rejection_request if recent_activity
+
+        owners_list.each do |o|
+          search = Readiness::GitLab::Users.search_by_username(@gitlab_admin_client, i['username'])
+          owners.push(search.detect { |s| s.username.downcase == i['username'].downcase })
+        end
+        recent_owner_signin = false
+        owners.compact.each do |o|
+          recent_owner_signin = true if (Date.today - 2.years) < Date.parse(o.last_sign_in_at)
+        end
+        return immediate_release if (projects.count.zero? || !has_data) && !recent_owner_signin
+
+        contact_owner(owners)
+      end
+
+      def self.user_checks
+        search = Readiness::GitLab::Users.search_by_username(@gitlab_admin_client, namespace_to_check)
+        user_namespace = search.detect { |s| s.username.downcase == namespace_to_check.downcase }
+        created_recently = (Date.today - 90.days) < Date.parse(user_namespace.created_at)
+        return immediate_release if user_namespace.confirmed_at.nil? && !created_recently
+
+        has_data = false
+        projects = Readiness::GitLab::Users.projects(@gitlab_admin_client, user_namespace, ["archived=false"])
+        projects.each do |p|
+          has_data = true if p.empty_repo
+          break if has_data
+        end
+        maintainer_check = Readiness::GitLab::Users.only_maintainer?(@gitlab_admin_client, user_namespace)
+        recent_signin = (Date.today - 90.days) < Date.parse(user_namespace.created_at)
+        return immediate_release if (!created_recently && !maintainer_check) && !has_data
+        return contact_owner([user_namespace]) if (!recent_signin && !maintainer_check) && has_data
+
+        rejection_request
+      end
+
+      def self.paid_tags
+        %w[priority-prospect ultimater premium gold silver]
+      end
+
+      def self.namespace
+        @namespace ||= Readiness::GitLab::Namespaces.find(@gitlab_admin_client, namespace_to_check)
+      end
+
+      def self.namespace_to_check
+        @namespace_to_check ||= ENV.fetch('NAMESPACE')
+      end
+
+      def self.not_for_free_users
+        new_ticket = Readiness::Zendesk::Tickets.new
+        new_ticket.id = @ticket.id
+        new_ticket.status = 'solved'
+        new_ticket.comment = { body: not_for_free_users_comment, public: true }
+        new_ticket.custom_fields = [
+          { id: 360020735259, value: 'stage-frt' }
+        ]
+        Readiness::Zendesk::Tickets.update!(@zendesk_client, new_ticket)
+      end
+
+      def self.invalid_namespace
+        new_ticket = Readiness::Zendesk::Tickets.new
+        new_ticket.id = @ticket.id
+        new_ticket.status = 'solved'
+        new_ticket.comment = { body: invalid_namespace_comment, public: true }
+        new_ticket.custom_fields = [
+          { id: 360020735259, value: 'stage-frt' }
+        ]
+        Readiness::Zendesk::Tickets.update!(@zendesk_client, new_ticket)
+      end
+
+      def self.immediate_release
+        new_ticket = Readiness::Zendesk::Tickets.new
+        new_ticket.id = @ticket.id
+        new_ticket.comment = { body: immediate_release_comment, public: false }
+        new_ticket.custom_fields = [
+          { id: 360020735259, value: 'stage-frt' }
+        ]
+        Readiness::Zendesk::Tickets.update!(@zendesk_client, new_ticket)
+      end
+
+      def self.rejection_request
+        new_ticket = Readiness::Zendesk::Tickets.new
+        new_ticket.id = @ticket.id
+        new_ticket.status = 'solved'
+        new_ticket.comment = { body: rejection_request_comment, public: true }
+        new_ticket.custom_fields = [
+          { id: 360020735259, value: 'stage-frt' }
+        ]
+        Readiness::Zendesk::Tickets.update!(@zendesk_client, new_ticket)
+      end
+
+      def self.contact_owner(owners)
+        new_ticket = Readiness::Zendesk::Tickets.new
+        new_ticket.id = @ticket.id
+        new_ticket.comment = { body: contact_owner_comment(owners), public: true }
+        new_ticket.custom_fields = [
+          { id: 360020735259, value: 'stage-frt' }
+        ]
+        Readiness::Zendesk::Tickets.update!(@zendesk_client, new_ticket)
+      end
+
+      def self.not_for_free_users_comment
+        <<~STRING
+          Hello,
+
+          Thank you for reaching out.
+
+          Please note that According to our [Name Squatting Policy](https://about.gitlab.com/support/gitlab-com-policies/#name-squatting-policy), namespaces may be released when they meet the appropriate criteria, and requested **by a member of paid namespace**.
+
+          Unfortunately your account doesn't appear to be part of a paid namespace so it isn't eligible for the namesquatting policy. If you believe we made a mistake and you are a part of the paid namespace please let us know and we will revisit this request.
+
+          I'll mark this ticket as solved, please reach out if you have any further questions.
+        STRING
+      end
+
+      def self.invalid_namespace_comment
+        <<~STRING
+          Hello,
+
+          We were unable to locate the namespace `#{namespace_to_check}` on gitlab.com at this time. As such, this should mean you are able to utilize it for your setup.
+
+          I'll mark this ticket as solved, please reach out if you have any further questions.
+        STRING
+      end
+
+      def self.immediate_release_comment
+        <<~STRING
+          The namespace checks for #{namespace_to_check} have determined it is available for immediate release.
+        STRING
+      end
+
+      def self.rejection_request_comment
+        <<~STRING
+          Hello,
+
+          The namespace requested `#{namespace_to_check}` is **not eligible** for release in accordance with our [Name Squatting Policy](https://about.gitlab.com/support/gitlab-com-policies/#name-squatting-policy) and we are unable to process your request. As per our [Subscription Agreement](https://about.gitlab.com/handbook/legal/subscription-agreement/#5-restrictions-and-responsibilities) point 5.8, `Account names are administered by GitLab on a "first come, first served" basis`.
+
+          Please note often activity cannot be seen for private namespaces, so activity on a profile is not a true indicator of whether a namespace is active. Profiles can also be made private which also hides activity from public view.
+
+          I'll mark this ticket as solved, please reach out if you have any further questions.
+        STRING
+      end
+
+      def self.contact_owner_comment(owners)
+        <<~STRING
+          The namespace checks for #{namespace_to_check} have determined it might be eligible for release after contacting owners.
+
+          The list of owner emails are:
+
+          #{owners.map { |o| "- #{o.email}" }.join("\n")}
+        STRING
+      end
+    end
+  end
+end