Administrator and CSA can re-assign chats to other CSAs

[rasmusei]

AS AN Administrator and CSA I WANT TO be able to re-assign chats to other CSAs within the same organization SO THAT chats could be better organized

Acceptance Criteria

• [x] In active chat "suuna kolleegile" option is available for Administrator and CSAs when active chat's CSA status is 2 #22
• [x] In active chat "võta üle" option is available for Administrator and CSAs when active chat's CSA status is 2 #22

DSL

• [ ] Re-use existing Ruuter v1 JSON DSLs where appropriate
• [ ] When setting status, validate that the new status proposed as part of POST request is within an allowlist described in Postgres

[PaulaMerle]

Administrator should have right to take over or forward the chat also when chatting CSA is active with status 1.

[joonasroosalung]

@turnerrainer Isn't this covered by the existing cs-redirect-chat?

curl -X POST --location "http://localhost:8080/cs-redirect-chat" \
    -H "Content-Type: application/json" \
    -d "{
          \"id\": \"id of the chat\",
          \"customerSupportId\": \"user id\",
          \"customerSupportDisplayName\": \"user name\"
        }"

[turnerrainer]

@joonasroosalung according to AC, this functionality is already covered but needs some additional attention / validation.

• [ ] Re-use existing Ruuter v1 JSON DSLs where appropriate
• [ ] When setting status, validate that the new status proposed as part of POST request is within an allowlist described in Postgres

[ceirowe]

@rasmusei This functionality is hard to prototype. This task should be re-introduced when DSL is attached.

[joonasroosalung]

Admin can redirect a chat, if chat assigned CSA is online or idle. Does not need activity check. CSA can redirect or claim a chat, if chat assigned CSA is idle. Must check activity before redirect/claim.

Existing functionality: CSA is removed from chat if assigned CSA becomes customerSupportStatus = 'offline' or customerSupportActive = 'false'.

[joonasroosalung]

Use existing /cs-redirect-chat when non-admin CSA is redirecting. Use existing /cs-admin-redirect-chat when a user with both ROLE_CUSTOMER_SUPPORT_AGENT and ROLE_ADMINISTRATOR roles is redirecting.

get_claimed_chat will be returned whether the chat is successfully redirected or not. If successful, the customerSupportId will be the same as on the outgoing request. For an unsuccessful request the returned customerSupportId value will be the same as forwardedFromCsa.

Request /cs-redirect-chat

curl -X POST --location "https://localhost:8445/cs-redirect-chat" \
    -H "Content-Type: application/json" \
    -d "{
          \"id\": \"s0me-ch4t-1d\",
          \"customerSupportId\": \"EE200\",
          \"customerSupportDisplayName\": \"C. S. Agent\",
          \"csaTitle\": \"\",
          \"forwardedByUser\": \"EE900\",
          \"forwardedFromCsa\": \"EE100\",
          \"forwardedToCsa\": \"EE200\"
        }"

Response /cs-redirect-chat

{
  "data": {
    "get_claimed_chat": {
      "id": "s0me-ch4t-1d",
      "customerSupportId": "EE200",
      "customerSupportDisplayName": "C. S. Agent",
      "endUserId": "",
      "endUserFirstName": "",
      "endUserLastName": "",
      "externalId": "",
      "forwardTo": "",
      "forwardToName": "",
      "receivedFrom": "",
      "receivedFromName": "",
      "status": "OPEN",
      "endUserEmail": "",
      "endUserPhone": "",
      "endUserOs": "Mozilla/5.0",
      "endUserUrl": "https://localhost:3000/",
      "lastMessage": "",
      "created": "2023-02-07T16:21:40.888+00:00",
      "updated": "2023-02-07T16:22:38.863+00:00",
      "ended": "",
      "csaTitle": ""
    }
  },
  "error": null
}

[janinakimtrohlev]

BUG - When CSA or Administrator is inactive there is opportunity, to "suuna kolleegile" and "võta üle", but when CSA or Administrator is active then it is opportunity only to "Võta üle". Should be - when CSA or Administrator is active it will be possible " Suuna kolleegile" and "Võta üe". If CSA or Administrator is "not active", "suuna kolleegile" and "võta üle" should be as disabled options Tested at https://admin.play.buerokratt.ee/chat/vestlus/aktiivsed

[1AhmedYasser]

BUG - When CSA or Administrator is inactive there is opportunity, to "suuna kolleegile" and "võta üle", but when CSA or Administrator is active then it is opportunity only to "Võta üle". Should be - when CSA or Administrator is active it will be possible " Suuna kolleegile" and "Võta üe". If CSA or Administrator is "not active", "suuna kolleegile" and "võta üle" should be as disabled options Tested at https://admin.play.buerokratt.ee/chat/vestlus/aktiivsed

@janinakimtrohlev Fixed in https://github.com/buerokratt/Buerokratt-Chatbot/pull/264