[NEW][ENTERPRISE] Support Omnichannel conversations auditing (#17692)

Co-authored-by: Rodrigo Nascimento <rodrigoknascimento@gmail.com>

app/livechat/imports/server/rest/visitors.js

@@ -2,7 +2,7 @@
 import { check } from 'meteor/check';
 
 import { API } from '../../../../api/server';
-import { findVisitorInfo, findVisitedPages, findChatHistory } from '../../../server/api/lib/visitors';
+import { findVisitorInfo, findVisitedPages, findChatHistory, findVisitorsToAutocomplete } from '../../../server/api/lib/visitors';
 
 API.v1.addRoute('livechat/visitors.info', { authRequired: true }, {
 	get() {
@@ -62,3 +62,17 @@ API.v1.addRoute('livechat/visitors.chatHistory/room/:roomId/visitor/:visitorId',
 		return API.v1.success(history);
 	},
 });
+
+API.v1.addRoute('livechat/visitors.autocomplete', { authRequired: true }, {
+	get() {
+		const { selector } = this.queryParams;
+		if (!selector) {
+			return API.v1.failure('The \'selector\' param is required');
+		}
+
+		return API.v1.success(Promise.await(findVisitorsToAutocomplete({
+			userId: this.userId,
+			selector: JSON.parse(selector),
+		})));
+	},
+});

app/livechat/server/api/lib/visitors.js

@@ -72,3 +72,27 @@ export async function findChatHistory({ userId, roomId, visitorId, pagination: {
 		total,
 	};
 }
+
+export async function findVisitorsToAutocomplete({ userId, selector }) {
+	if (!await hasPermissionAsync(userId, 'view-l-room')) {
+		return { items: [] };
+	}
+	const { exceptions = [], conditions = {} } = selector;
+
+	const options = {
+		fields: {
+			_id: 1,
+			name: 1,
+			username: 1,
+		},
+		limit: 10,
+		sort: {
+			name: 1,
+		},
+	};
+
+	const items = await LivechatVisitors.findByNameRegexWithExceptionsAndConditions(selector.term, exceptions, conditions, options).toArray();
+	return {
+		items,
+	};
+}

app/models/server/models/LivechatRooms.js

@@ -252,6 +252,16 @@ export class LivechatRooms extends Base {
 		return this.find(query);
 	}
 
+	findByVisitorIdAndAgentId(visitorId, agentId, options) {
+		const query = {
+			t: 'l',
+			...visitorId && { 'v._id': visitorId },
+			...agentId && { 'servedBy._id': agentId },
+		};
+
+		return this.find(query, options);
+	}
+
 	findByVisitorId(visitorId) {
 		const query = {
 			t: 'l',

app/models/server/raw/LivechatVisitors.js

@@ -1,3 +1,5 @@
+import s from 'underscore.string';
+
 import { BaseRaw } from './BaseRaw';
 
 export class LivechatVisitorsRaw extends BaseRaw {
@@ -12,4 +14,43 @@ export class LivechatVisitorsRaw extends BaseRaw {
 
 		return this.find(query, { fields: { _id: 1 } });
 	}
+
+	findByNameRegexWithExceptionsAndConditions(searchTerm, exceptions = [], conditions = {}, options = {}) {
+		if (!Array.isArray(exceptions)) {
+			exceptions = [exceptions];
+		}
+
+		const nameRegex = new RegExp(`^${ s.escapeRegExp(searchTerm).trim() }`, 'i');
+
+		const match = {
+			$match: {
+				name: nameRegex,
+				_id: {
+					$nin: exceptions,
+				},
+				...conditions,
+			},
+		};
+
+		const { fields, sort, offset, count } = options;
+		const project = {
+			$project: {
+				custom_name: { $concat: ['$username', ' - ', '$name'] },
+				...fields,
+			},
+		};
+
+		const order = { $sort: sort || { name: 1 } };
+		const params = [match, project, order];
+
+		if (offset) {
+			params.push({ $skip: offset });
+		}
+
+		if (count) {
+			params.push({ $limit: count });
+		}
+
+		return this.col.aggregate(params);
+	}
 }

app/ui/client/components/popupList.html

@@ -43,3 +43,12 @@
 		 <span class="rc-popup-list__item-name">{{{modifier item.name}}}</span>
 	</li>
 </template>
+
+<template name="popupList_item_custom">
+	<li class="rc-popup-list__item">
+		<span class="rc-popup-list__item-image">
+			{{>avatar username=item.custom_name roomIcon=true}}
+		</span>
+		<span class="rc-popup-list__item-name">{{{modifier item.custom_name}}}</span>
+	</li>
+</template>

ee/app/auditing/client/templates/audit/audit.html

@@ -18,12 +18,15 @@
 				<select id="type" class="rc-select__element js-type rc-input__wrapper" name="type">
 					<option value="">{{_ 'Others'}}</option>
 					<option value="d">{{_ 'Direct_Messages'}}</option>
+					<option value="l">{{_ 'Omnichannel'}}</option>
 				</select>
 				{{> icon block="rc-select__arrow" icon="arrow-down" }}
 			</label>
 
-			{{> auditAutocomplete key='room' hide=typeD onChange=onChange prepare=prepareRoom field='name' term='name' icon='hashtag' label="room_name" placeholder='Channel_Name_Placeholder'}}
-			{{> auditAutocompleteDirectMessage key='users' hide=nTypeD onChange=onChange collection='UserAndRoom' modifier=modifierUser endpoint='users.autocomplete' field='username' icon='at' label="From" placeholder='Username_Placeholder'}}
+			{{> auditAutocomplete key='room' hide=nTypeOthers onChange=onChange prepare=prepareRoom field='name' term='name' icon='hashtag' label="room_name" placeholder='Channel_Name_Placeholder'}}
+			{{> auditAutocompleteDirectMessage key='users' hide=nTypeDM onChange=onChange collection='UserAndRoom' modifier=modifierUser endpoint='users.autocomplete' field='username' icon='at' label="From" placeholder='Username_Placeholder'}}
+			{{> auditAutocomplete key='visitor' hide=nTypeOmni onChange=onChange collection='CachedVisitorsList' modifier=modifierUser endpoint='livechat/visitors.autocomplete' field='custom_name' term='custom_name' icon='omnichannel' label="Visitor" templateItem="popupList_item_custom" placeholder='Visitor_Name_Placeholder'}}
+			{{> auditAutocomplete key='agent' hide=nTypeOmni onChange=onChange collection='CachedAgentsList' conditions=agentConditions modifier=modifierUser endpoint='users.autocomplete' field='username' icon='omnichannel' label="Agent" placeholder='Agent_Name_Placeholder'}}
 
 			<div class="rc-input rc-input--small rc-audit-date">
 				<label class="rc-input__label">

ee/app/auditing/client/templates/audit/audit.js

@@ -10,12 +10,12 @@ import { call, convertDate, scrollTo } from '../../utils.js';
 
 import './audit.html';
 
-const loadMessages = async function({ rid, users, startDate, endDate = new Date(), msg }) {
+const loadMessages = async function({ rid, users, startDate, endDate = new Date(), msg, type, visitor, agent }) {
 	this.messages = this.messages || new ReactiveVar([]);
 	this.loading = this.loading || new ReactiveVar(true);
 	try {
 		this.loading.set(true);
-		const messages = await call('auditGetMessages', { rid, users, startDate, endDate, msg });
+		const messages = await call('auditGetMessages', { rid, users, startDate, endDate, msg, type, visitor, agent });
 		this.messagesContext.set({
 			...messageContext({ rid }),
 			messages,
@@ -40,16 +40,29 @@ Template.audit.events({
 	async 'click .js-submit'(e, t) {
 		const form = e.currentTarget.parentElement;
 
-		const result = {};
+		const type = t.type.get();
+		const result = { type };
 
 		e.currentTarget.blur();
 
-		if (t.type.get() === 'd') {
+		if (type === 'd') {
 			if (!t.users) {
 				return form.querySelector('#autocomplete-users').classList.add('rc-input--error');
 			}
 			form.querySelector('#autocomplete-users').classList.remove('rc-input--error');
 			result.users = t.users.map((user) => user.username);
+		} else if (type === 'l') {
+			if (!t.visitor && !t.agent) {
+				form.querySelector('#autocomplete-agent').classList.add('rc-input--error');
+				form.querySelector('#autocomplete-visitor').classList.add('rc-input--error');
+				return;
+			}
+
+			form.querySelector('#autocomplete-agent').classList.remove('rc-input--error');
+			form.querySelector('#autocomplete-visitor').classList.remove('rc-input--error');
+
+			result.visitor = t.visitor?._id;
+			result.agent = t.agent?._id;
 		} else {
 			if (!t.room || !t.room._id) {
 				return form.querySelector('#autocomplete-room').classList.add('rc-input--error');
@@ -103,11 +116,14 @@ Template.audit.helpers({
 			return `<strong>${ part }</strong>`;
 		}) }`;
 	},
-	nTypeD() {
+	nTypeOthers() {
+		return ['d', 'l'].includes(Template.instance().type.get());
+	},
+	nTypeDM() {
 		return Template.instance().type.get() !== 'd';
 	},
-	typeD() {
-		return Template.instance().type.get() === 'd';
+	nTypeOmni() {
+		return Template.instance().type.get() !== 'l';
 	},
 	type() {
 		return Template.instance().type.get();
@@ -121,6 +137,9 @@ Template.audit.helpers({
 	hasResults() {
 		return Template.instance().hasResults.get();
 	},
+	agentConditions() {
+		return { role: 'livechat-agent' };
+	},
 });
 
 Template.audit.onCreated(async function() {
@@ -275,8 +294,9 @@ Template.auditAutocomplete.helpers({
 	},
 	config() {
 		const { filter } = Template.instance();
+		const { templateItem } = Template.instance().data;
 		return {
-			template_item: 'popupList_item_channel',
+			template_item: templateItem || 'popupList_item_channel',
 			// noMatchTemplate: Template.roomSearchEmpty,
 			filter: filter.get(),
 			noMatchTemplate: 'userSearchEmpty',

ee/app/auditing/client/utils.js

@@ -1,15 +1,4 @@
-import { Meteor } from 'meteor/meteor';
-
-export const call = (...args) => new Promise(function(resolve, reject) {
-	Meteor.call(...args, function(err, result) {
-		if (err) {
-			// eslint-disable-next-line no-undef
-			handleError(err);
-			reject(err);
-		}
-		resolve(result);
-	});
-});
+export { call } from '../../../../app/ui-utils/client/lib/callMethod';
 
 export const convertDate = (date) => {
 	const [y, m, d] = date.split('-');

ee/app/auditing/server/methods.js

@@ -2,13 +2,31 @@ import { Meteor } from 'meteor/meteor';
 import s from 'underscore.string';
 import { check } from 'meteor/check';
 import { DDPRateLimiter } from 'meteor/ddp-rate-limiter';
+import { TAPi18n } from 'meteor/rocketchat:tap-i18n';
 
 import AuditLog from './auditLog';
-import { Rooms, Messages } from '../../../../app/models';
-import { hasAllPermission } from '../../../../app/authorization';
+import { LivechatRooms, Rooms, Messages } from '../../../../app/models/server';
+import { hasAllPermission } from '../../../../app/authorization/server';
+
+const getValue = (room) => room && { rids: [room._id], name: room.name };
+
+const getRoomInfoByAuditParams = ({ type, roomId, users, visitor, agent }) => {
+	if (roomId) {
+		return getValue(Rooms.findOne({ _id: roomId }));
+	}
+
+	if (type === 'd') {
+		return getValue(Rooms.findDirectRoomContainingAllUsernames(users));
+	}
+
+	if (type === 'l') {
+		const rooms = LivechatRooms.findByVisitorIdAndAgentId(visitor, agent, { fields: { _id: 1 } }).fetch();
+		return rooms && rooms.length && { rids: rooms.map(({ _id }) => _id), name: TAPi18n.__('Omnichannel') };
+	}
+};
 
 Meteor.methods({
-	auditGetMessages({ rid, startDate, endDate, users, msg }) {
+	auditGetMessages({ rid: roomId, startDate, endDate, users, msg, type, visitor, agent }) {
 		check(startDate, Date);
 		check(endDate, Date);
 
@@ -17,15 +35,15 @@ Meteor.methods({
 			throw new Meteor.Error('Not allowed');
 		}
 
-		const room = !rid ? Rooms.findDirectRoomContainingAllUsernames(users) : Rooms.findOne({ _id: rid });
-		if (!room) {
+		const roomInfo = getRoomInfoByAuditParams({ type, roomId, users, visitor, agent });
+		if (!roomInfo) {
 			throw new Meteor.Error('Room doesn`t exist');
 		}
 
-		rid = room._id;
+		const { rids, name } = roomInfo;
 
 		const query = {
-			rid,
+			rid: { $in: rids },
 			ts: {
 				$gt: startDate,
 				$lt: endDate,
@@ -40,7 +58,7 @@ Meteor.methods({
 
 		// Once the filter is applied, messages will be shown and a log containing all filters will be saved for further auditing.
 
-		AuditLog.insert({ ts: new Date(), results: messages.length, u: user, fields: { msg, users, rid: room._id, room: room.name, startDate, endDate } });
+		AuditLog.insert({ ts: new Date(), results: messages.length, u: user, fields: { msg, users, rids, room: name, startDate, endDate, type, visitor, agent } });
 
 		return messages;
 	},

packages/rocketchat-i18n/i18n/en.i18n.json

@@ -272,6 +272,7 @@
   "Agent_Info": "Agent Info",
   "Agents": "Agents",
   "Agent_added": "Agent added",
+  "Agent_Name_Placeholder": "Please enter an agent name...",
   "Agent_removed": "Agent removed",
   "Alerts": "Alerts",
   "Alias": "Alias",
@@ -3710,6 +3711,7 @@
   "Visitor_Email": "Visitor E-mail",
   "Visitor_Info": "Visitor Info",
   "Visitor_Name": "Visitor Name",
+  "Visitor_Name_Placeholder": "Please enter a visitor name...",
   "Visitor_Navigation": "Visitor Navigation",
   "Visitor_page_URL": "Visitor page URL",
   "Visitor_time_on_site": "Visitor time on site",

packages/rocketchat-i18n/i18n/pt-BR.i18n.json

@@ -263,6 +263,7 @@
   "Agent_Info": "Informações do Agente",
   "Agents": "Agentes",
   "Agent_added": "Agente adicionado",
+  "Agent_Name_Placeholder": "Digite o nome do agente ...",
   "Agent_removed": "Agente removido",
   "Alerts": "Alertas",
   "Alias": "Apelido",
@@ -3341,6 +3342,7 @@
   "Visitor_Email": "E-mail do Visitante",
   "Visitor_Info": "Informações do Visitante",
   "Visitor_Name": "Nome do Visitante",
+  "Visitor_Name_Placeholder": "Digite o nome do visitante ...",
   "Visitor_Navigation": "Navegação do Visitante",
   "Visitor_page_URL": "URL da página de visitante",
   "Visitor_time_on_site": "Tempo do visitante no site",