Class: SupportCasesController

Inherits:
CrmController show all
Includes:
Controllers::Attachable, Controllers::RequireTurboFrame, Controllers::Workflowable, SmartServicesHelper
Defined in:
app/controllers/support_cases_controller.rb

Overview

== Schema Information

Table name: support_cases

id :integer not null, primary key
case_number :string(255)
case_type :string(255)
assigned_to_id :integer
state :string(255)
description :text
priority :string(255)
creator_id :integer
updater_id :integer
created_at :datetime not null
updated_at :datetime not null
opened_at :datetime
closed_at :datetime

Constant Summary collapse

TAB_ACTIONS =

Tab fragments never render standalone — non-frame hits redirect to show ?tab=.

%i[tab_rooms tab_quotes tab_rmas tab_credit_memos tab_support_cases tab_reviews tab_state_history tab_warehouse].freeze

Constants included from Controllers::Attachable

Controllers::Attachable::PUBLICATIONS_PER_PAGE

Constants included from Controllers::ReferenceFindable

Controllers::ReferenceFindable::ID_EMBEDDED_PATTERNS

Constants included from Controllers::AnalyticsEvents

Controllers::AnalyticsEvents::MAX_QUEUED_EVENTS, Controllers::AnalyticsEvents::SESSION_KEY

Constants included from Controllers::ErrorRendering

Controllers::ErrorRendering::NON_CONTENT_PATH_PREFIXES

Instance Method Summary collapse

Methods included from SmartServicesHelper

#build_address, #calculate_distance_from_lz, #check_postal_code, #create_customer, #create_order, #format_service_address

Methods included from Controllers::Workflowable

#render_workflow_error_stream, #render_workflow_success_stream, #workflow_action, #workflow_action_complete

Methods included from Controllers::RequireTurboFrame

require_in_pane_tab_frames, require_turbo_frame

Methods included from Controllers::Attachable

#attach, #publication_modal, #remove_attachment, #search_library

Methods inherited from CrmController

#access_denied, #context_id, #context_object, #crm_home_path, #current_ability, #default_url_options, #download_temp, #get_tempfile_path_for_download, #init_status_job_collector, #initialize_crm_lazy_chunks, #persist_enqueued_status_jobs, #record_not_found, #redirect_to_job_or_fallback, #render_edit_action, #set_context, #set_download_path, #stash_file_for_temp_download, #sync_admin_presence_cookie, #touch_employee_last_seen

Methods inherited from ApplicationController

#account_impersonated?, #add_to_flash, #after_sign_in_path_for, #bypass_forgery_protection?, #chat_enabled?, #cloudflare_cleared?, #default_catalog, #default_url_options, #enable_turbo_frames, #find_publication, #fix_invalid_accept_header, #init_js_utils, #is_globals_call?, #layout_by_resource, #locale_store, #redirect_to, #require_employee_for_crm, #set_base_host, #set_real_ip, #set_report_errors_for, #should_render_layout?, #skip_layout_for_turbo_frame?, #stamp_impersonation_context, #tab_frame_breakout_request?, #warmlyyours_canada_ip?, #warmlyyours_ip?, #y

Methods included from Controllers::ReturnPathHandling

#check_for_return_path, #redirect_to_return_path_or_default

Methods included from Controllers::AnalyticsEvents

#consume_queued_analytics_events, #registration_lead_type, #track_event

Methods included from Controllers::DeviceDetection

#device_detector, #is_ie?

Methods included from Controllers::SubdomainDetection

#is_crm_request?, #is_www_request?, #json_request?

Methods included from Controllers::TurboSafeRedirect

#redirect_to

Methods included from Controllers::TrackingDetection

#bot_request?, #gdpr_country?, #gdpr_country_data, #prevent_bots, #set_tracking_cookie, #track_visitor?

Methods included from Controllers::AcceleratedFileSending

#send_file_accelerated, #send_upload_accelerated

Methods included from Controllers::ErrorRendering

#excp_string, #mail_to_for_error_reporting, #render_400, #render_404, #render_406, #render_410, #render_500, #render_invalid_authenticity_token, #render_ip_spoof_error, #render_unpermitted_parameters, #safe_referer_or_fallback

Methods included from Controllers::TurnstileVerification

#load_turnstile_script_tag, #turnstile_lazy_widget, #turnstile_script_tag, #turnstile_widget, #validate_turnstile!

Methods included from Controllers::CloudflareCaching

edge_cached, #edge_cached_action?, #reset_cloudflare_cache, #set_cloudflare_cache, #skip_edge_cache!, #skip_session

Methods included from Controllers::Webpackable

#preload_webpack_fonts, #webpack_css_include, #webpack_css_url, #webpack_js_include, #wpd_is_running?

Methods included from Controllers::Localizable

#cloudflare_country_locale, #determine_request_locale, #geocoder_locale, #guest_user_locale_check, #locale_optional_www_auth_path?, #param_locale, #set_locale, #set_request_locale, #skip_localization?, #warmlyyours_ip_locale

Methods included from Controllers::Authenticable

#access_denied, #authenticate_account, #authenticate_account!, #authenticate_account_from_login_token!, #check_is_a_manager, #check_is_a_sales_manager, #check_is_an_admin, #check_is_an_employee, #check_party, #clear_mismatched_guest_user, #create_guest_user, #credentials?, #current_or_guest_user, #current_or_guest_user_id_read_only, #current_user, #devise_mapping, #fully_logged_in?, #generate_bot_id, #guest_user, #identifiable?, #init_current_user, #initialize_guest, #load_context_user, #logging_in, #resource, #resource_name, #restrict_access_for_non_employees, #scrubbed_request_path, #user_object, #warn_on_session_guest_id_leak

Methods included from UrlsHelper

#catalog_breadcrumb_links, #catalog_link, #catalog_link_for_product_line, #catalog_link_for_sku, #cms_link, #delocalized_path, #path_to_sales_product_sku, #path_to_sales_product_sku_for_product_line, #path_to_sales_product_sku_for_product_line_slug, #product_line_from_catalog_link, #protocol_neutral_url, #sanitize_external_url, #valid_external_url?

Instance Method Details

#add_participant ⇒ void

This method returns an undefined value.

Adds a party as a support case participant, suggesting the customer's
other contacts as follow-up picks.



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# File 'app/controllers/support_cases_controller.rb', line 98

def add_participant
  if (party_id = params.dig(:party_id).presence)
    @party = Party.find(party_id)
    @support_case_participant = SupportCaseParticipant.new(party: @party, preferred_language: @party.preferred_language)

    # After a participant is added we will pre-populate the drop with with all contacts of the customer of that party
    if @party.customer
      @suggested_contacts = @party.customer.contacts.active.where.not(id: @party.id).order(:full_name).to_a.map do |party|
        {
          text: party.to_s,
          id: party.id
        }
      end
    end

    respond_to do |format|
      format.turbo_stream
    end
  else
    head :service_unavailable
  end
end

#check_zip_code ⇒ void

This method returns an undefined value.

Returns the smart services available at the given postal code, as JSON.



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# File 'app/controllers/support_cases_controller.rb', line 419

def check_zip_code
  services = check_postal_code(params[:postal_code])

  respond_to do |format|
    format.json do
      if services.any?
        render json: {
          services: services.join(',')
        }
      else
        render json: { error_message: 'No smart services found!' }, status: :internal_server_error
      end
    end
  end
end

#closed ⇒ void

This method returns an undefined value.

Renders the case-closing form (submission is confirm_closed).



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# File 'app/controllers/support_cases_controller.rb', line 296

def closed; end

#confirm_closed ⇒ void

This method returns an undefined value.

Applies the submitted close reason to the support case, running the
service-specific order-transition logic for service cases.



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# File 'app/controllers/support_cases_controller.rb', line 307

def confirm_closed
  authorize! :update, @support_case
  @support_case.update(params[:support_case])

  # `failed` distinguishes Hotwire validation failures (re-render the close
  # form with flash.now + 422) from successes / partial-successes that should
  # take the user back to the case show page. The hybrid "case closed but
  # order still open" branch stays a redirect because the case did transition.
  failed = false

  if @support_case.is_service?
    if @support_case.activities.where(activity_type_id: [ActivityTypeConstants::ONSITESERVICE,
                                                         ActivityTypeConstants::SSI_INSTALL]).open_activities.present?
      flash.now[:error] = 'Unable to close case. You need to complete or cancel the OnsiteService activity first'
      failed = true
    elsif @support_case.activities.final_service_completed.any? && @support_case.service_duration.blank?
      flash.now[:error] = 'Unable to close case. Please specify service duration, mileage and travel time if applicable.'
      failed = true
    else
      case @support_case.closed_reason
      when 'Service has been completed - warranty claim - free service'
        @support_case.case_closed
        SupportMailer.service_warranty_claim(@support_case).deliver_later
        flash[:info] = 'Case has been closed. Order needs to be manually refunded and completed.'
      when 'Service has not been completed - no show / no refund',
            'Service has not been completed - not able to perform due to comply with T&C',
            'Service has been completed'
        @support_case.orders.in_state('awaiting_deliveries').each do |o|
          o.processing_deliveries!
          o.deliveries.where(state: 'service_ready_to_fulfill').find_each(&:shipped!)
        end
        @support_case.case_closed
        flash[:info] = 'Case has been closed. Order moved to awaiting deliveries.'
      when 'Service has not been completed - cancelled within the 24h grace period', "Customer Doesn't Respond"
        res = @support_case.orders.in_progress.none?
        @support_case.orders.in_progress.each do |o|
          next unless o.deliveries.size == 1 && o.deliveries.where(state: 'service_ready_to_fulfill').any?

          o.cr_hold
          o.cancel
          res = true
        end
        @support_case.case_closed
        if res
          flash[:info] = 'Case has been closed. Order associated with this service has been canceled.'
        else
          flash[:error] =
            'Case has been closed, but order is still open because it has other deliveries no associated with the service. Please close the order manually. '
        end
      when 'Duplicate'
        if @support_case.orders.not_cancelled.present?
          flash.now[:error] = 'Before proceeding, please cancel the orders attached to this case first or migrate the orders to another support case.'
          failed = true
        else
          @support_case.case_closed
          flash[:info] = 'Case has been closed.'
        end
      else
        flash.now[:error] = "Please choose a reason related to the service. i.e. 'Service has been completed'"
        failed = true
      end
    end
  elsif @support_case.case_closed
    flash[:info] = 'Case has been closed'
  else
    flash.now[:error] = @support_case.errors_to_s.presence || 'Unable to close case'
    failed = true
  end

  if failed
    render :closed, status: :unprocessable_content
  else
    redirect_to support_case_path(@support_case)
  end
end

#confirm_reopened ⇒ void

This method returns an undefined value.

Reopens the support case with the submitted reason.



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# File 'app/controllers/support_cases_controller.rb', line 386

def confirm_reopened
  authorize! :update, @support_case

  reason = params[:support_case][:reopened_reason].to_s.strip
  if reason.blank?
    flash.now[:error] = 'Reason to reopen not provided. Please specify a reason.'
    render :reopened, status: :unprocessable_content
    return
  end

  @support_case.reopened_reason = reason
  if @support_case.case_open
    @support_case.create_new_tickout(reason)
    flash[:info] = 'Case has been reopened'
    redirect_to support_case_path(@support_case)
  else
    flash.now[:error] = @support_case.errors_to_s.presence || 'Could not reopen case.'
    render :reopened, status: :unprocessable_content
  end
end

#create ⇒ Object

POST /support_cases
POST /support_cases.json



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# File 'app/controllers/support_cases_controller.rb', line 174

def create
  @support_case = SupportCase.new(params[:support_case])
  authorize! :create, @support_case
  @suggested_participants = []
  success = true

  if @support_case.service.present?
    @support_case.description = "#{@support_case.description}<p>Customer prefers to be called in the #{params[:support_case][:service_time]}</p>"
    @support_case.assigned_to_id = Employee::SCOTT
    address = begin
      Address.find(@support_case.service_address_id)
    rescue StandardError
      nil
    end
    services = check_postal_code(address.try(:zip))
    if services.present?
      @order = create_order(@support_case.service, @support_case.service_room_qty, @support_case.customer)
      @order.shipping_address = address
      @order.save
      @order.reload
      @order.pending_payment
    else
      flash[:error] = 'The service you selected is not provided in the customer address. SMARFIT is only provided within 50 miles of WY LZ office.'
      success = false
    end
  end

  # In order for nested contact points to save, the support participants must save
  if success
    case_number_retries = 0
    begin
      SupportCase.transaction do
        success = @support_case.save &&
                  @support_case.support_case_participants.all? do |scp|
                    scp.support_case = @support_case
                    scp.party.save && scp.save
                  end
      end
    rescue ActiveRecord::RecordNotUnique => e
      raise e unless e.message.include?('index_support_cases_on_case_number')
      raise e if (case_number_retries += 1) > 3

      @support_case.case_number = nil
      retry
    end
  end
  respond_to do |format|
    if success
      format.html do
        if @order.present?
          @support_case.order_ids = [@order.id]
          @support_case.save
          redirect_to @order
        elsif params[:commit].to_s.downcase.index('participants').present?
          redirect_to participants_support_case_path(@support_case, return_path: edit_support_case_path(@support_case))
        elsif params[:commit].to_s.downcase.index('rooms').present?
          redirect_to rooms_support_case_path(@support_case, return_path: edit_support_case_path(@support_case))
        elsif params[:commit].to_s.downcase.index('orders').present?
          redirect_to orders_support_case_path(@support_case, return_path: edit_support_case_path(@support_case))
        else
          redirect_to @support_case
        end
      end
      format.json { render json: @support_case, status: :created, location: @support_case }
    else
      format.html { render action: 'new', status: :unprocessable_content }
      format.json { render json: @support_case.errors, status: :unprocessable_content }
    end
  end
end

#destroy ⇒ Object

DELETE /support_cases/1
DELETE /support_cases/1.json



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# File 'app/controllers/support_cases_controller.rb', line 282

def destroy
  case_type = @support_case.case_type
  authorize! :destroy, @support_case
  @support_case.destroy

  respond_to do |format|
    format.html { redirect_to support_cases_url(case_type: case_type) }
    format.json { head :no_content }
  end
end

#edit ⇒ Object

GET /support_cases/1/edit



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# File 'app/controllers/support_cases_controller.rb', line 167

def edit
  authorize! :update, @support_case
  @suggested_participants = []
end

#edit_linked_orders ⇒ void

This method returns an undefined value.

Renders the order-linking form for the support case.



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# File 'app/controllers/support_cases_controller.rb', line 140

def edit_linked_orders
  set_support_case
  authorize!(:update, @support_case)
end

#index ⇒ Object

GET /support_cases
GET /support_cases.json



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# File 'app/controllers/support_cases_controller.rb', line 36

def index
  authorize! :read, SupportCase
  @case_type = params[:case_type] || 'Tech'
  @states = case @case_type
            when 'Tech'
              %w[new open waiting_on_customer waiting_on_equipment site_visit_scheduled third_party_site_visit_scheduled]
            when 'SmartService'
              %w[new open waiting_on_customer waiting_to_confirm_appointment site_visit_scheduled]
            when 'Accounting'
              %w[new open waiting_on_customer waiting_on_accountant waiting_on_warmlyyours sent_to_collections]
            when 'Ecommerce'
              %w[new open waiting_on_customer]
            else
              %w[new open waiting_on_customer]
            end
  @priorities = %w[High Medium Low]
  @support_cases_grouped = SupportCase.left_outer_joins(:assigned_to).where(case_type: @case_type).where(state: @states).order(assigned_to_id: :desc, coalesce_full_name_unassigned: :asc).group("COALESCE(full_name, 'Unassigned')", :assigned_to_id, :state,
                                                                                                                                                                                          :priority).count
  @assignees = @support_cases_grouped.keys.map { |(name, emp_id)| [name, emp_id] }.uniq
  respond_to do |format|
    format.html # index.html.erb
    format.json { render json: @support_cases }
  end
end

#lookup ⇒ void

This method returns an undefined value.

Returns support case autocomplete/picker results as JSON.



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# File 'app/controllers/support_cases_controller.rb', line 156

def lookup
  results = SupportCase.order(created_at: :desc)
  if params[:q].present?
    results = results.lookup(params[:q])
  elsif params[:customer_id].present?
    results = results.joins(:support_case_participants).where(SupportCaseParticipant[:party_id].eq(params[:customer_id])).distinct
  end
  render json: TomSelect.format_json_results(self, results, params[:page], params[:per])
end

#new ⇒ Object

GET /support_cases/new
GET /support_cases/new.json



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# File 'app/controllers/support_cases_controller.rb', line 76

def new
  @support_case = SupportCase.new(case_type: params[:case_type] || 'Tech')
  @support_case.send(:set_defaults, current_user)
  @support_case.send(:set_case_number)
  @support_case.build_participants_and_rooms(params)
  @support_case.orders << Order.find(params[:order_id]) if params[:order_id].present? && @support_case.orders.none? do |o|
                                                             o.id == params[:order_id].to_i
                                                           end
  @support_case.quotes << Quote.find(params[:quote_id]) if params[:quote_id].present? && @support_case.quotes.none? do |q|
                                                             q.id == params[:quote_id].to_i
                                                           end
  authorize! :create, @support_case
  respond_to do |format|
    format.html # new.html.erb
    format.json { render json: @support_case }
  end
end

#participant_lookup ⇒ Object

Used by tom-select field on support_cases/participants
if q is specified a global lookup is run
if party_id is specified, then a single party is looked up (used to initialize form on load typically)



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# File 'app/controllers/support_cases_controller.rb', line 438

def participant_lookup
  @support_case = SupportCase.find(params[:support_case_id]) if params[:support_case_id].present?
  results = SupportCaseParticipant.find_participants(@support_case, params)
  render json: results
end

#participants ⇒ void

This method returns an undefined value.

Renders the participant management form for the support case.



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# File 'app/controllers/support_cases_controller.rb', line 148

def participants
  set_support_case
  authorize!(:update, @support_case)
end

#quotes ⇒ void

This method returns an undefined value.

Renders the quote-linking form for the support case.



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# File 'app/controllers/support_cases_controller.rb', line 132

def quotes
  set_support_case
  authorize!(:update, @support_case)
end

#reopened ⇒ void

This method returns an undefined value.

Renders the case-reopening form (submission is confirm_reopened).



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# File 'app/controllers/support_cases_controller.rb', line 301

def reopened; end

#rooms ⇒ void

This method returns an undefined value.

Renders the room-linking form for the support case.



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# File 'app/controllers/support_cases_controller.rb', line 124

def rooms
  set_support_case
  authorize!(:update, @support_case)
end

#show ⇒ Object

GET /support_cases/1
GET /support_cases/1.json



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# File 'app/controllers/support_cases_controller.rb', line 63

def show
  authorize! :read, @support_case
  set_context(@support_case)
  @pagy_activities, @activities = pagy(@support_case.activities.natural_order)

  respond_to do |format|
    format.html # show.html.erb
    format.json { render json: @support_case }
  end
end

#smart_services ⇒ void

This method returns an undefined value.

Lists open smart-service support cases and the orders awaiting service delivery.



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# File 'app/controllers/support_cases_controller.rb', line 410

def smart_services
  authorize! :read, SupportCase
  @pagy, @smart_services = pagy(SupportCase.where(case_type: 'SmartService').where.not(state: 'closed').order('support_cases.case_number desc'))
  @services = Order.contains_service_items.all_awaiting_deliveries
end

#tab_credit_memos ⇒ void

This method returns an undefined value.

Renders the credit memos tab fragment.



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# File 'app/controllers/support_cases_controller.rb', line 478

def tab_credit_memos
  authorize!(:read, @support_case)
  respond_to do |format|
    format.html { render layout: should_render_layout? }
    format.turbo_stream
  end
end

#tab_quotes ⇒ void

This method returns an undefined value.

Renders the quotes tab fragment.



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# File 'app/controllers/support_cases_controller.rb', line 456

def tab_quotes
  authorize!(:read, @support_case)
  respond_to do |format|
    format.html { render layout: should_render_layout? }
    format.turbo_stream
  end
end

#tab_reviews ⇒ void

This method returns an undefined value.

Renders the reviews tab fragment.



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# File 'app/controllers/support_cases_controller.rb', line 500

def tab_reviews
  authorize!(:read, @support_case)
  @reviews_io_reviews = @support_case.reviews_io_reviews.to_a
  @company_review_url = @support_case.company_review_url
  respond_to do |format|
    format.html { render layout: should_render_layout? }
    format.turbo_stream
  end
end

#tab_rmas ⇒ void

This method returns an undefined value.

Renders the RMAs tab fragment.



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# File 'app/controllers/support_cases_controller.rb', line 467

def tab_rmas
  authorize!(:read, @support_case)
  respond_to do |format|
    format.html { render layout: should_render_layout? }
    format.turbo_stream
  end
end

#tab_rooms ⇒ Object

Tab actions for turbo-tabs lazy loading



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# File 'app/controllers/support_cases_controller.rb', line 445

def tab_rooms
  authorize!(:read, @support_case)
  respond_to do |format|
    format.html { render layout: should_render_layout? }
    format.turbo_stream
  end
end

#tab_state_history ⇒ void

This method returns an undefined value.

Renders the state history tab fragment.



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# File 'app/controllers/support_cases_controller.rb', line 513

def tab_state_history
  authorize!(:read, @support_case)
  respond_to do |format|
    format.html { render layout: should_render_layout? }
    format.turbo_stream
  end
end

#tab_support_cases ⇒ void

This method returns an undefined value.

Renders the related support cases tab fragment.



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# File 'app/controllers/support_cases_controller.rb', line 489

def tab_support_cases
  authorize!(:read, @support_case)
  respond_to do |format|
    format.html { render layout: should_render_layout? }
    format.turbo_stream
  end
end

#tab_warehouse ⇒ void

This method returns an undefined value.

Renders the warehouse tab fragment.



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# File 'app/controllers/support_cases_controller.rb', line 524

def tab_warehouse
  authorize!(:read, @support_case)
  respond_to do |format|
    format.html { render layout: should_render_layout? }
    format.turbo_stream
  end
end

#update ⇒ Object

PUT /support_cases/1
PUT /support_cases/1.json



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# File 'app/controllers/support_cases_controller.rb', line 247

def update
  authorize! :update, @support_case

  params[:support_case] ||= {}
  case params[:edit_action]
  when 'rooms'
    params[:support_case][:room_configuration_ids] ||= []
  when 'orders'
    params[:support_case][:order_ids] ||= []
  end
  @support_case.assign_attributes(params[:support_case])
  @support_case.support_case_participants.each(&:valid?)
  begin
    if @support_case.save
      case params[:commit]
      when /participants/i
        redirect_to participants_support_case_path(@support_case, return_path: edit_support_case_path(@support_case))
      when /rooms/i
        redirect_to rooms_support_case_path(@support_case, return_path: edit_support_case_path(@support_case))
      when /orders/i
        redirect_to orders_support_case_path(@support_case, return_path: edit_support_case_path(@support_case))
      else
        redirect_to_return_path_or_default(support_case_path(@support_case))
      end
    else
      render_action(params[:edit_action])
    end
  rescue ActiveRecord::RecordNotUnique
    @support_case.errors.add(:base, 'Same participant has been listed twice')
    render_action(params[:edit_action])
  end
end