smc-hub

######################################################################### # This file is part of CoCalc: Copyright © 2020 Sagemath, Inc. # License: AGPLv3 s.t. "Commons Clause" – see LICENSE.md for details ######################################################################### # Handling support tickets for users -- currently a Zendesk wrapper. # (c) 2016, SageMath, Inc. # License: GPLv3 ### Support Tickets, built on top of Zendesk's Core API Docs: https://developer.zendesk.com/rest_api/docs/core/introduction https://github.com/blakmatrix/node-zendesk ### # if true, no real tickets are created DEBUG = process.env.SMC_TEST_ZENDESK ? false SMC_TEST = process.env.SMC_TEST async = require('async') fs = require('fs') path = require('path') misc = require('smc-util/misc') theme = require('smc-util/theme') _ = require('underscore') {defaults, required} = misc winston = require('./logger').getLogger('support') zendesk_password_filename = -> return (process.env.SMC_ROOT ? '.') + '/data/secrets/zendesk' fixSessions = (body) -> # takes the body of the ticket, searches for http[s]://<theme.DNS>/ URLs and either replaces ?session=* by ?session= or adds it body = body.replace(/\?session=([^\s]*)/g, '?session=') urlPattern = new RegExp("(http[s]?://[^\\s]*#{theme.DNS}[^\\s]+)", "g") reSession = /session=([^\s]*)/g ret = '' offset = 0 while m = urlPattern.exec(body) url = m[0] i = m.index j = i + url.length #console.log(i, j) #console.log(x[i..j]) ret += body[offset...i] q = url.indexOf('?session') if q >= 0 url = url[0...q] q = url.indexOf('?') if q >= 0 url += '&session=' else url += '?session=' ret += url offset = j ret += body[offset...body.length] return ret support = undefined exports.init_support = (cb) -> support = new Support cb: (err, s) => support = s cb(err) exports.get_support = -> return support class Support constructor: (opts={}) -> opts = defaults opts, cb : undefined @dbg = (f) => return (m) -> winston.debug("Zendesk.#{f}: #{m}") dbg = @dbg("constructor") @_zd = null async.waterfall([ (cb) => dbg("loading zendesk password from disk") password_file = zendesk_password_filename() fs.exists password_file, (exists) => if exists fs.readFile password_file, (err, data) => if err cb(err) else dbg("read zendesk password from '#{password_file}'") creds = data.toString().trim().split(':') cb(null, creds[0], creds[1]) else dbg("no password file found at #{password_file}") cb(null, null, null) (username, password, cb) => if username? and password? zendesk = require('node-zendesk') # username already has /token postfix, otherwise set "token" instead of "password" zd = zendesk.createClient username : username, password : password, remoteUri : 'https://sagemathcloud.zendesk.com/api/v2' cb(null, zd) else cb(null, null) ], (err, zendesk_client) => if err dbg("error initializing zendesk -- #{misc.to_json(err)}") else dbg("successfully initialized zendesk") @_zd = zendesk_client opts.cb?(err, @) ) ### # Start of high-level SMC API for support tickets ### # List recent tickets (basically a test if the API client works) # https://developer.zendesk.com/rest_api/docs/core/tickets#list-tickets recent_tickets: (cb) -> @_zd?.tickets.listRecent (err, statusList, body, responseList, resultList) => if (err) console.log(err) return dbg = @dbg("recent_tickets") dbg(JSON.stringify(body, null, 2, true)) cb?(body) get_support_tickets: (account_id, cb) -> dbg = @dbg("get_support_tickets") dbg("args: #{account_id}") if not @_zd? err = "Support ticket backend is not available." dbg(err) cb?(err) return query_zendesk = (account_id, cb) => # zendesk query, looking for tickets tagged with the account_id # https://support.zendesk.com/hc/en-us/articles/203663226 q = "type:ticket fieldvalue:#{account_id}" dbg("query = #{q}") @_zd.search.query q, (err, req, result) => if err cb(err); return cb(null, result) process_result = (raw, cb) => # post-processing zendesk list # dbg("raw = #{JSON.stringify(raw, null, 2, true)}") tickets = [] for r in raw t = _.pick(r, 'id', 'subject', 'description', 'created_at', 'updated_at', 'status') t.url = misc.ticket_id_to_ticket_url(t.id) tickets.push(t) cb(null, tickets) async.waterfall([ async.apply(query_zendesk, account_id) process_result ], (err, tickets) => if err cb?(err) else cb?(null, tickets) ) # mapping of incoming data from SMC to the API of Zendesk # https://developer.zendesk.com/rest_api/docs/core/tickets#create-ticket create_ticket: (opts, cb) -> opts = defaults opts, email_address : required # if there is no email_address in the account, there can't be a ticket! username : undefined subject : required # like an email subject body : required # html or md formatted text tags : undefined account_id : undefined location : undefined # URL info : {} # additional data dict, like browser/OS dbg = @dbg("create_ticket") # dbg("opts = #{misc.to_json(opts)}") if not @_zd? err = "Support ticket backend is not available." dbg(err) cb?(err) return # data assembly, we need a special formatted user and ticket object # name: must be at least one character, even " " is causing errors # https://developer.zendesk.com/rest_api/docs/core/users user = user: name : if opts.username?.trim?().length > 0 then opts.username else opts.email_address email : opts.email_address external_id : opts.account_id ? null # manage custom_fields here: https://sagemathcloud.zendesk.com/agent/admin/user_fields #custom_fields: # subscription : null # type : null tags = opts.tags ? [] # https://sagemathcloud.zendesk.com/agent/admin/ticket_fields # Also, you have to read the API info (way more complex than you might think!) # https://developer.zendesk.com/rest_api/docs/core/tickets#setting-custom-field-values cus_fld_id = account_id: 31614628 project_id: 30301277 location : 30301287 browser : 31647548 mobile : 31647578 internet : 31665978 hostname : 31665988 course : 31764067 quotas : 31758818 info : 31647558 custom_fields = [ {id: cus_fld_id.account_id, value: opts.account_id ? ''} {id: cus_fld_id.project_id, value: opts.info.project_id ? ''} {id: cus_fld_id.location , value: opts.location ? ''} {id: cus_fld_id.browser , value: opts.info.browser ? 'unknown'} {id: cus_fld_id.mobile , value: opts.info.mobile ? 'unknown'} {id: cus_fld_id.internet , value: opts.info.internet ? 'unknown'} {id: cus_fld_id.hostname , value: opts.info.hostname ? 'unknown'} {id: cus_fld_id.course , value: opts.info.course ? 'unknown'} {id: cus_fld_id.quotas , value: opts.info.quotas ? 'unknown'} ] # getting rid of those fields, which we have picked above -- keeps extra fields. remaining_info = _.omit(opts.info, _.keys(cus_fld_id)) custom_fields.push(id: cus_fld_id.info, value: JSON.stringify(remaining_info)) # fix any copy/pasted links from inside the body of the message to replace an optional session body = fixSessions(opts.body) # below the body message, add a link to the location # TODO fix hardcoded URL if opts.location? url = "https://" + path.join(theme.DNS, opts.location) body = body + "\n\n#{url}?session=" else body = body + "\n\nNo location provided." if misc.is_valid_uuid_string(opts.info.course) body += "\n\nCourse: #{theme.DOMAIN_URL}/projects/#{opts.info.course}?session=" # https://developer.zendesk.com/rest_api/docs/core/tickets#request-parameters ticket = ticket: subject: opts.subject comment: body : body tags : tags type : "problem" custom_fields: custom_fields # data assembly finished → creating or updating existing zendesk user, then sending ticket creation async.waterfall([ # 1. get or create user ID in zendesk-land (cb) => if DEBUG cb(null, 1234567890) else # workaround, until https://github.com/blakmatrix/node-zendesk/pull/131/files is in @_zd.users.request 'POST', ['users', 'create_or_update'], user, (err, req, result) => if err dbg("create_or_update user error: #{misc.to_json(err)}") try # we HAVE had uncaught exceptions here in production # logged in the central_error_log! err = "#{misc.to_json(misc.from_json(err.result))}" catch # evidently err.result is not valid json so can't do better than to string it err = "#{err.result}" #if err.result?.type == "Buffer" # err = err.result.data.map((c) -> String.fromCharCode(c)).join('') # dbg("create_or_update zendesk message: #{err}") cb(err); return # result = { "id": int, "url": "https://…json", "name": …, "email": "…", "created_at": "…", "updated_at": "…", … } # dbg(JSON.stringify(result, null, 2, true)) cb(null, result.id) # 2. creating ticket with known zendesk user ID (an integer number) (requester_id, cb) => dbg("create ticket #{misc.to_json(ticket)} with requester_id: #{requester_id}") ticket.ticket.requester_id = requester_id if DEBUG cb(null, Math.floor(Math.random() * 1e6 + 999e7)) else @_zd.tickets.create ticket, (err, req, result) => if (err) cb(err); return # dbg(JSON.stringify(result, null, 2, true)) cb(null, result.id) # 3. store ticket data, timestamp, and zendesk ticket number in our own DB (ticket_id, cb) => # TODO: NYI cb(null, ticket_id) ], (err, ticket_id) => # dbg("done! ticket_id: #{ticket_id}, err: #{err}, and callback: #{@cb?}") if err cb?(err) else url = misc.ticket_id_to_ticket_url(ticket_id) cb?(null, url) ) if SMC_TEST exports.fixSessions = fixSessions