fix: Queue chat when transferring and waiting queue is active (#36494)

Author: KevLehman

.changeset/fluffy-cougars-trade.md

@@ -0,0 +1,5 @@
+---
+"@rocket.chat/meteor": patch
+---
+
+Fixes a behavior when transferring a room to another department that was not considering the `waiting queue` setting and attempted to route the chat to an agent instead of leaving it on the department's queue

apps/meteor/app/livechat/server/lib/Helper.ts

@@ -635,12 +635,27 @@ export const forwardRoomToDepartment = async (room: IOmnichannelRoom, guest: ILi
 		},
 	});
 
+	// Cases:
+	// 1. Routing is manual
+	// 2. Server is out of macs
+	// 3. Department allows to forward when offline and department is offline
+	// 4. Department is online && waiting queue is enabled
+	const onlineAgents = await checkOnlineAgents(departmentId);
+	const isWaitingQueueEnabled = settings.get('Livechat_waiting_queue');
 	if (
 		!RoutingManager.getConfig()?.autoAssignAgent ||
 		!(await Omnichannel.isWithinMACLimit(room)) ||
-		(department?.allowReceiveForwardOffline && !(await checkOnlineAgents(departmentId)))
+		(department?.allowReceiveForwardOffline && !onlineAgents) ||
+		(isWaitingQueueEnabled && onlineAgents)
 	) {
-		logger.debug(`Room ${room._id} will be on department queue`);
+		logger.debug({
+			msg: 'Room will be on department queue',
+			roomId: room._id,
+			departmentId,
+			departmentAllowOffline: department?.allowReceiveForwardOffline,
+			areAgentsOnline: onlineAgents,
+			isWaitingQueueEnabled,
+		});
 		await saveTransferHistory(room, transferData);
 		return RoutingManager.unassignAgent(inquiry, departmentId, true);
 	}

apps/meteor/tests/end-to-end/api/livechat/00-rooms.ts

@@ -1248,6 +1248,178 @@ describe('LIVECHAT - rooms', () => {
 			},
 		);
 
+		(IS_EE ? it : it.skip)(
+			'when manager forwards a chat that hasnt been assigned to a user to another department with no online agents, chat should end ready in department (not queued)',
+			async () => {
+				await updateSetting('Livechat_accept_chats_with_no_agents', true);
+				await updateSetting('Livechat_Routing_Method', 'Auto_Selection');
+				const { department: initialDepartment } = await createDepartmentWithAnOfflineAgent({});
+				const { department: forwardToOfflineDepartment } = await createDepartmentWithAnOfflineAgent({});
+
+				const newVisitor = await createVisitor(initialDepartment._id);
+				const newRoom = await createLivechatRoom(newVisitor.token);
+
+				const manager = await createUser();
+				const managerCredentials = await login(manager.username, password);
+				await createManager(manager.username);
+
+				await request.post(api('livechat/room.forward')).set(managerCredentials).send({
+					roomId: newRoom._id,
+					departmentId: forwardToOfflineDepartment._id,
+					clientAction: true,
+					comment: 'test comment',
+				});
+
+				const inquiry = await fetchInquiry(newRoom._id);
+
+				// Inquiry status doesn't change, it was ready when created, it keeps ready after forwarding as no assignment was done
+				expect(inquiry.status).to.equal('ready');
+				expect(inquiry.department).to.equal(forwardToOfflineDepartment._id);
+
+				await Promise.all([deleteDepartment(initialDepartment._id), deleteDepartment(forwardToOfflineDepartment._id)]);
+			},
+		);
+
+		(IS_EE ? it : it.skip)(
+			'when manager forwards a chat that hasnt been assigned to a user to another department with no online agents when waiting queue is active, chat should end queued in department',
+			async () => {
+				await updateSetting('Livechat_Routing_Method', 'Auto_Selection');
+				await updateSetting('Livechat_waiting_queue', true);
+				const { department: initialDepartment } = await createDepartmentWithAnOfflineAgent({});
+				const { department: forwardToOfflineDepartment } = await createDepartmentWithAnOfflineAgent({});
+
+				const newVisitor = await createVisitor(initialDepartment._id);
+				const newRoom = await createLivechatRoom(newVisitor.token);
+
+				const manager = await createUser();
+				const managerCredentials = await login(manager.username, password);
+				await createManager(manager.username);
+
+				expect(newRoom.servedBy).to.be.undefined;
+				await request.post(api('livechat/room.forward')).set(managerCredentials).send({
+					roomId: newRoom._id,
+					departmentId: forwardToOfflineDepartment._id,
+					clientAction: true,
+					comment: 'test comment',
+				});
+
+				const inquiry = await fetchInquiry(newRoom._id);
+
+				expect(inquiry.status).to.equal('queued');
+				expect(inquiry.department).to.equal(forwardToOfflineDepartment._id);
+
+				await Promise.all([
+					deleteDepartment(initialDepartment._id),
+					deleteDepartment(forwardToOfflineDepartment._id),
+					updateSetting('Livechat_waiting_queue', true),
+					updateSetting('Livechat_accept_chats_with_no_agents', false),
+				]);
+			},
+		);
+
+		(IS_EE ? it : it.skip)(
+			'when manager forward to a department while waiting_queue is active and allowReceiveForwardOffline is true, chat should end in departments queue',
+			async () => {
+				await updateSetting('Livechat_Routing_Method', 'Auto_Selection');
+				const { department: initialDepartment } = await createDepartmentWithAnOnlineAgent();
+				const { department: forwardToOfflineDepartment } = await createDepartmentWithAnAwayAgent({ allowReceiveForwardOffline: true });
+
+				const newVisitor = await createVisitor(initialDepartment._id);
+				const newRoom = await createLivechatRoom(newVisitor.token);
+
+				const manager = await createUser();
+				const managerCredentials = await login(manager.username, password);
+				await createManager(manager.username);
+
+				// Waiting queue enabled after assignement but before transfer, otherwise, chat will fall on previous test case
+				await updateSetting('Livechat_waiting_queue', true);
+				await request.post(api('livechat/room.forward')).set(managerCredentials).send({
+					roomId: newRoom._id,
+					departmentId: forwardToOfflineDepartment._id,
+					clientAction: true,
+					comment: 'test comment',
+				});
+
+				const inquiry = await fetchInquiry(newRoom._id);
+
+				expect(inquiry.status).to.equal('queued');
+				expect(inquiry.department).to.equal(forwardToOfflineDepartment._id);
+
+				await Promise.all([
+					deleteDepartment(initialDepartment._id),
+					deleteDepartment(forwardToOfflineDepartment._id),
+					updateSetting('Livechat_waiting_queue', false),
+				]);
+			},
+		);
+
+		(IS_EE ? it : it.skip)(
+			'when manager forward to a department while waiting_queue is active and allowReceiveForwardOffline is false, transfer should fail',
+			async () => {
+				await updateSetting('Livechat_Routing_Method', 'Auto_Selection');
+				const { department: initialDepartment } = await createDepartmentWithAnOnlineAgent();
+				const { department: forwardToOfflineDepartment } = await createDepartmentWithAnAwayAgent({ allowReceiveForwardOffline: false });
+
+				const newVisitor = await createVisitor(initialDepartment._id);
+				const newRoom = await createLivechatRoom(newVisitor.token);
+
+				const manager = await createUser();
+				const managerCredentials = await login(manager.username, password);
+				await createManager(manager.username);
+
+				// Waiting queue enabled after assignement but before transfer, otherwise, chat will fall on previous test case
+				await updateSetting('Livechat_waiting_queue', true);
+				const res = await request.post(api('livechat/room.forward')).set(managerCredentials).send({
+					roomId: newRoom._id,
+					departmentId: forwardToOfflineDepartment._id,
+					clientAction: true,
+					comment: 'test comment',
+				});
+
+				expect(res.status).to.equal(400);
+				expect(res.body).to.have.property('error', 'error-no-agents-online-in-department');
+
+				await Promise.all([
+					deleteDepartment(initialDepartment._id),
+					deleteDepartment(forwardToOfflineDepartment._id),
+					updateSetting('Livechat_waiting_queue', false),
+				]);
+			},
+		);
+
+		(IS_EE ? it : it.skip)(
+			'when manager forward to a department while waiting_queue is disabled and allowReceiveForwardOffline is false, but department is online, transfer should succeed',
+			async () => {
+				await updateSetting('Livechat_Routing_Method', 'Auto_Selection');
+				const { department: initialDepartment } = await createDepartmentWithAnOnlineAgent();
+				const { department: targetDepartment } = await createDepartmentWithAnOnlineAgent();
+
+				const newVisitor = await createVisitor(initialDepartment._id);
+				const newRoom = await createLivechatRoom(newVisitor.token);
+
+				const manager = await createUser();
+				const managerCredentials = await login(manager.username, password);
+				await createManager(manager.username);
+
+				expect(newRoom).to.have.property('servedBy');
+				const res = await request.post(api('livechat/room.forward')).set(managerCredentials).send({
+					roomId: newRoom._id,
+					departmentId: targetDepartment._id,
+					clientAction: true,
+					comment: 'test comment',
+				});
+
+				expect(res.status).to.equal(200);
+
+				const inquiry = await fetchInquiry(newRoom._id);
+
+				expect(inquiry).to.have.property('department', targetDepartment._id);
+				expect(inquiry).to.have.property('status', 'taken');
+
+				await Promise.all([deleteDepartment(initialDepartment._id), deleteDepartment(targetDepartment._id)]);
+			},
+		);
+
 		(IS_EE ? it : it.skip)(
 			'when manager forward to online (agent away, accept when agent idle on) department the inquiry should not be set to the queue',
 			async () => {
@@ -1285,6 +1457,45 @@ describe('LIVECHAT - rooms', () => {
 			},
 		);
 
+		(IS_EE ? it : it.skip)(
+			'when manager forward to a department while waiting_queue is enabled, but department is online, transfer should succeed but it should end queued on target',
+			async () => {
+				await updateSetting('Livechat_Routing_Method', 'Auto_Selection');
+				const { department: initialDepartment } = await createDepartmentWithAnOnlineAgent();
+				const { department: targetDepartment } = await createDepartmentWithAnOnlineAgent();
+
+				const newVisitor = await createVisitor(initialDepartment._id);
+				const newRoom = await createLivechatRoom(newVisitor.token);
+
+				const manager = await createUser();
+				const managerCredentials = await login(manager.username, password);
+				await createManager(manager.username);
+
+				expect(newRoom).to.have.property('servedBy');
+
+				await updateSetting('Livechat_waiting_queue', true);
+				const res = await request.post(api('livechat/room.forward')).set(managerCredentials).send({
+					roomId: newRoom._id,
+					departmentId: targetDepartment._id,
+					clientAction: true,
+					comment: 'test comment',
+				});
+
+				expect(res.status).to.equal(200);
+
+				const inquiry = await fetchInquiry(newRoom._id);
+
+				expect(inquiry).to.have.property('department', targetDepartment._id);
+				expect(inquiry).to.have.property('status', 'queued');
+
+				await Promise.all([
+					deleteDepartment(initialDepartment._id),
+					deleteDepartment(targetDepartment._id),
+					updateSetting('Livechat_waiting_queue', false),
+				]);
+			},
+		);
+
 		(IS_EE ? it : it.skip)(
 			'should update inquiry last message when manager forward to offline department and the inquiry returns to queued',
 			async () => {