app/models/transaction/notification.rb
# Copyright (C) 2012-2024 Zammad Foundation, https://zammad-foundation.org/
class Transaction::Notification
include ChecksHumanChanges
=begin
{
object: 'Ticket',
type: 'update',
object_id: 123,
interface_handle: 'application_server', # application_server|websocket|scheduler
changes: {
'attribute1' => [before, now],
'attribute2' => [before, now],
},
created_at: Time.zone.now,
user_id: 123,
},
=end
def initialize(item, params = {})
@item = item
@params = params
end
def perform
# return if we run import mode
return if Setting.get('import_mode')
return if @item[:object] != 'Ticket'
return if @params[:disable_notification]
ticket = Ticket.find_by(id: @item[:object_id])
return if !ticket
if @item[:article_id]
article = Ticket::Article.find(@item[:article_id])
# ignore notifications
sender = Ticket::Article::Sender.lookup(id: article.sender_id)
if sender&.name == 'System'
return if @item[:changes].blank? && article.preferences[:notification] != true
if article.preferences[:notification] != true
article = nil
end
end
end
# find recipients
recipients_and_channels = []
recipients_reason = {}
# loop through all group users
possible_recipients = possible_recipients_of_group(ticket.group_id)
# loop through all mention users
mention_users = Mention.where(mentionable_type: @item[:object], mentionable_id: @item[:object_id]).map(&:user)
if mention_users.present?
# only notify if read permission on group are given
mention_users.each do |mention_user|
next if !mention_user.group_access?(ticket.group_id, 'read')
possible_recipients.push mention_user
recipients_reason[mention_user.id] = __('You are receiving this because you were mentioned in this ticket.')
end
end
# apply owner
if ticket.owner_id != 1
possible_recipients.push ticket.owner
recipients_reason[ticket.owner_id] = __('You are receiving this because you are the owner of this ticket.')
end
# apply out of office agents
possible_recipients_additions = Set.new
possible_recipients.each do |user|
ooo_replacements(
user: user,
replacements: possible_recipients_additions,
reasons: recipients_reason,
ticket: ticket,
)
end
if possible_recipients_additions.present?
# join unique entries
possible_recipients |= possible_recipients_additions.to_a
end
already_checked_recipient_ids = {}
possible_recipients.each do |user|
result = NotificationFactory::Mailer.notification_settings(user, ticket, @item[:type])
next if !result
next if already_checked_recipient_ids[user.id]
already_checked_recipient_ids[user.id] = true
recipients_and_channels.push result
next if recipients_reason[user.id]
recipients_reason[user.id] = __('You are receiving this because you are a member of the group of this ticket.')
end
# send notifications
recipients_and_channels.each do |item|
user = item[:user]
channels = item[:channels]
# ignore user who changed it by him self via web
if @params[:interface_handle] == 'application_server'
next if article&.updated_by_id == user.id
next if !article && @item[:user_id] == user.id
end
# ignore inactive users
next if !user.active?
# ignore if no changes has been done
changes = human_changes(@item[:changes], ticket, user)
next if @item[:type] == 'update' && !article && changes.blank?
# check if today already notified
if @item[:type] == 'reminder_reached' || @item[:type] == 'escalation' || @item[:type] == 'escalation_warning'
identifier = user.email
if !identifier || identifier == ''
identifier = user.login
end
already_notified_cutoff = Time.use_zone(Setting.get('timezone_default')) { Time.current.beginning_of_day }
already_notified = History.where(
history_type_id: History.type_lookup('notification').id,
history_object_id: History.object_lookup('Ticket').id,
o_id: ticket.id
).where('created_at > ?', already_notified_cutoff).exists?(['value_to LIKE ?', "%#{SqlHelper.quote_like(identifier)}(#{SqlHelper.quote_like(@item[:type])}:%"])
next if already_notified
end
# create online notification
used_channels = []
if channels['online']
used_channels.push 'online'
created_by_id = @item[:user_id] || 1
# delete old notifications
if @item[:type] == 'reminder_reached'
seen = false
created_by_id = 1
OnlineNotification.remove_by_type('Ticket', ticket.id, @item[:type], user)
elsif @item[:type] == 'escalation' || @item[:type] == 'escalation_warning'
seen = false
created_by_id = 1
OnlineNotification.remove_by_type('Ticket', ticket.id, 'escalation', user)
OnlineNotification.remove_by_type('Ticket', ticket.id, 'escalation_warning', user)
# on updates without state changes create unseen messages
elsif @item[:type] != 'create' && (@item[:changes].blank? || @item[:changes]['state_id'].blank?)
seen = false
else
seen = OnlineNotification.seen_state?(ticket, user.id)
end
OnlineNotification.add(
type: @item[:type],
object: 'Ticket',
o_id: ticket.id,
seen: seen,
created_by_id: created_by_id,
user_id: user.id,
)
Rails.logger.debug { "sent ticket online notifiaction to agent (#{@item[:type]}/#{ticket.id}/#{user.email})" }
end
# ignore email channel notification and empty emails
if !channels['email'] || user.email.blank?
add_recipient_list(ticket, user, used_channels, @item[:type])
next
end
used_channels.push 'email'
add_recipient_list(ticket, user, used_channels, @item[:type])
# get user based notification template
# if create, send create message / block update messages
template = case @item[:type]
when 'create'
'ticket_create'
when 'update'
'ticket_update'
when 'reminder_reached'
'ticket_reminder_reached'
when 'escalation'
'ticket_escalation'
when 'escalation_warning'
'ticket_escalation_warning'
when 'update.merged_into'
'ticket_update_merged_into'
when 'update.received_merge'
'ticket_update_received_merge'
else
raise "unknown type for notification #{@item[:type]}"
end
current_user = User.lookup(id: @item[:user_id])
if !current_user
current_user = User.lookup(id: 1)
end
attachments = []
if article
attachments = article.attachments_inline
end
NotificationFactory::Mailer.notification(
template: template,
user: user,
objects: {
ticket: ticket,
article: article,
recipient: user,
current_user: current_user,
changes: changes,
reason: recipients_reason[user.id],
},
message_id: "<notification.#{DateTime.current.to_fs(:number)}.#{ticket.id}.#{user.id}.#{SecureRandom.uuid}@#{Setting.get('fqdn')}>",
references: ticket.get_references,
main_object: ticket,
attachments: attachments,
)
Rails.logger.debug { "sent ticket email notifiaction to agent (#{@item[:type]}/#{ticket.id}/#{user.email})" }
end
end
def add_recipient_list(ticket, user, channels, type)
return if channels.blank?
identifier = user.email
if !identifier || identifier == ''
identifier = user.login
end
recipient_list = "#{identifier}(#{type}:#{channels.join(',')})"
History.add(
o_id: ticket.id,
history_type: 'notification',
history_object: 'Ticket',
value_to: recipient_list,
created_by_id: @item[:user_id] || 1
)
end
private
def ooo_replacements(user:, replacements:, ticket:, reasons:)
replacement = user.out_of_office_agent
return if !replacement
return if !TicketPolicy.new(replacement, ticket).agent_read_access?
return if !replacements.add?(replacement)
reasons[replacement.id] = __('You are receiving this because you are out-of-office replacement for a participant of this ticket.')
end
def possible_recipients_of_group(group_id)
Rails.cache.fetch("User/notification/possible_recipients_of_group/#{group_id}", expires_in: 20.seconds) do
User.group_access(group_id, 'full').sort_by(&:login)
end
end
end