gitlab_support_readiness 1.0.44 → 1.0.45

checksums.yaml

@@ -1,7 +1,7 @@
 ---
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+  data.tar.gz: 18d71e8bc1805feb4b9ccd2da04fe69d75f2a64897b128740f14f589f7854853
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data/lib/support_readiness/support_super_form_processor/usgov_ir_order_management.rb

@@ -28,13 +28,13 @@ module Readiness
         ticket.requester_id = zd_user.id
         ticket.submitter_id = zd_user.id
         ticket.comment = { html_body: body }
-        ticket.subject = 'xxxxx'
+        ticket.subject = 'Internal Request - SM - Order Management'
         ticket.tags = %w[lnr_internal_request lnr_valid_request lnr_order_management]
         ticket.priority = 'normal'
         ticket.status = 'new'
         ticket.ticket_form_id = 360001803151
         ticket.custom_fields = [
-          { id: 11717320292244, value: 'xxxxxxxxxxxxxxxxxxx' },
+          { id: 11717320292244, value: 'ir_order_management' },
           { id: 11717222771604,  value: zd_user.email }
         ]
         create = Readiness::Zendesk::Tickets.create!(@zendesk_client, ticket)

data/lib/support_readiness/support_super_form_processor/usgov_ir_other.rb

@@ -25,7 +25,7 @@ module Readiness
         ticket.requester_id = zd_user.id
         ticket.submitter_id = zd_user.id
         ticket.comment = { html_body: body }
-        ticket.subject = 'xxxxx'
+        ticket.subject = 'Internal Request - Other (nothing else fits the request)'
         ticket.tags = %w[lnr_internal_request lnr_valid_request lnr_internal_request_other]
         ticket.priority = 'normal'
         ticket.status = 'new'

data/lib/support_readiness/ticket_processor/organization_notes.rb

@@ -10,6 +10,43 @@ module Readiness
     # @author Jason Colyer
     # @since 1.0.44
     class OrganizationNotes < Readiness::Client
+      ##
+      # Process an Organization Notes request for Zendesk US Government
+      #
+      # @author Jason Colyer
+      # @since 1.0.45
+      def self.process_usgov!(zendesk_client, ticket_id)
+        @zendesk_client = zendesk_client
+        @ticket_id = ticket_id
+        @ticket = Readiness::Zendesk::Tickets.find(@zendesk_client, @ticket_id)
+        puts 'No ticket found, so no org notes to add' if @ticket.is_a? Hash
+        exit 0 if @ticket.is_a? Hash
+
+        puts 'Ticket is closed, so no org notes to add' if @ticket.status == 'closed'
+        exit 0 if @ticket.status == 'closed'
+
+        puts 'No organization, so no org notes to add' if @ticket.organization_id.nil?
+        exit 0 if @ticket.organization_id.nil?
+
+        @organization = Readiness::Zendesk::Organizations.find!(@zendesk_client, @ticket.organization_id)
+        print 'Making organization info comment...'
+        new_ticket = Readiness::Zendesk::Tickets.new
+        new_ticket.id = @ticket.id
+        new_ticket.comment = { body: usgov_organization_info_comment.gsub("\n\n\n\n", "\n\n").strip, public: false }
+        Readiness::Zendesk::Tickets.update!(zendesk_client, new_ticket)
+        puts 'done'
+        sleep 3
+        print 'Making organization entitlement info comment...'
+        new_ticket.comment = { body: organization_entitlement_comment.gsub("\n\n\n\n", "\n\n").strip, public: false }
+        Readiness::Zendesk::Tickets.update!(zendesk_client, new_ticket)
+        puts 'done'
+        sleep 3
+        print 'Making organization support hours info comment...'
+        new_ticket.comment = { body: usgov_support_hours_comment.gsub("\n\n\n\n", "\n\n").strip, public: false }
+        Readiness::Zendesk::Tickets.update!(zendesk_client, new_ticket)
+        puts 'done'
+      end
+
       ##
       # Process an Organization Notes request for Zendesk Global
       #
@@ -134,6 +171,29 @@ module Readiness
         STRING
       end
 
+      def self.usgov_organization_info_comment
+        <<~STRING
+          #{usgov_org_notes_string}
+
+          #{usgov_org_details_string}
+
+          ## Organization Info
+
+          - Account type: #{@organization.organization_fields['account_type'].to_s.capitalize}
+          - Sales Segmentation: #{@organization.organization_fields['sales_segmentation'].to_s.capitalize}
+          - Account Owner: #{@organization.organization_fields['account_owner']}
+          - Customer Success Manager: #{@organization.organization_fields['technical_account_manager']}
+          - Solutions Architect: #{@organization.organization_fields['solutions_architect']}
+          - Expiration/Next Renewal Date: #{@organization.organization_fields['expiration_date']}
+          - Salesforce: [#{@organization.organization_fields['salesforce_id']}](https://gitlab.lightning.force.com/lightning/r/Account/#{@organization.organization_fields['salesforce_id']}/view)
+
+          #{emergencies_list}
+
+          #{collab_project_string}
+
+        STRING
+      end
+
       def self.escalated_string
         "---\n\n## NOTE: This organization is in an escalated state.\n\n"
       end
@@ -212,6 +272,26 @@ module Readiness
         STRING
       end
 
+      def self.usgov_org_notes_string
+        return nil if @organization.notes.to_s == ''
+
+        <<~STRING
+          ## Organization Notes
+
+          #{@organization.notes}
+        STRING
+      end
+
+      def self.usgov_org_details_string
+        return nil if @organization.details.to_s == ''
+
+        <<~STRING
+          ## Organization Details
+
+          #{@organization.details}
+        STRING
+      end
+
       def self.shared_org_string
         return nil unless @organization.shared_tickets
 
@@ -229,6 +309,13 @@ module Readiness
         STRING
       end
 
+      def self.usgov_organization_entitlement_comment
+        <<~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'
@@ -303,6 +390,30 @@ module Readiness
           - :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
+
+      def self.usgov_support_hours_comment
+        type = if @organization.tags.include? '24x7_emergency_support_manual' || @organization.organization_fields['emergency_support_24x7']
+                  '24x7'
+                else
+                  '12x5'
+                end
+        hours = if @ticket.priority == 'low' || @ticket.priority == 'normal'
+                  'Monday through Friday, 0500-1700 Pacific Time'
+                elsif @organization.tags.include? '24x7_emergency_support_manual' || @organization.organization_fields['emergency_support_24x7']
+                  '24x7'
+                else
+                  'Monday through Friday, 0500-1700 Pacific Time'
+                end
+        <<~STRING
+          ## Support Hours
+
+          This customer is currently entitled to #{type} support.
+
+          As this ticket has a priority of #{@ticket.priority}, this means the hours of SLA for this customer are #{hours}.
+
+          Please ensure reply times follow the above information.
+        STRING
+      end
     end
   end
 end

metadata

@@ -1,7 +1,7 @@
 --- !ruby/object:Gem::Specification
 name: gitlab_support_readiness
 version: !ruby/object:Gem::Version
-  version: 1.0.44
+  version: 1.0.45
 platform: ruby
 authors:
 - Jason Colyer