feat(Support): auto-close inactive tickets

client/src/components/support/TicketAutoCloseWarning.tsx

@@ -0,0 +1,35 @@
+import { Button, Icon } from "semantic-ui-react";
+import { SupportTicket } from "../../types";
+import { format as formatDate } from "date-fns";
+
+interface TicketAutoCloseWarningProps {
+  ticket: SupportTicket;
+  onDisableAutoClose: () => void;
+}
+
+const TicketAutoCloseWarning: React.FC<TicketAutoCloseWarningProps> = ({
+  ticket,
+  onDisableAutoClose,
+}) => {
+  return (
+    <div className="flex flex-col border rounded-md p-4 shadow-md bg-white mb-4">
+      <div className="flex flex-row items-center mb-2">
+        <Icon name="warning sign" color="yellow" size="big" />
+        <p className="text-lg ml-2">
+          <strong>Notice: </strong>
+          Ticket will be automatically closed on{" "}
+          {formatDate(
+            new Date(ticket.autoCloseDate?.toString() ?? ""),
+            "MM/dd/yyyy hh:mm aa"
+          )}{" "}
+          if no new comments are added.
+        </p>
+      </div>
+      <Button color="blue" onClick={onDisableAutoClose}>
+        Disable Auto Close
+      </Button>
+    </div>
+  );
+};
+
+export default TicketAutoCloseWarning;

client/src/screens/conductor/support/Ticket.tsx

@@ -24,6 +24,7 @@ import ConfirmDeleteTicketModal from "../../../components/support/ConfirmDeleteT
 import api from "../../../api";
 import { capitalizeFirstLetter } from "../../../components/util/HelperFunctions";
 import { ca, hi } from "date-fns/locale";
+import TicketAutoCloseWarning from "../../../components/support/TicketAutoCloseWarning";
 const AssignTicketModal = lazy(
   () => import("../../../components/support/AssignTicketModal")
 );
@@ -86,6 +87,13 @@ const SupportTicketView = () => {
     },
   });
 
+  const disableAutoCloseMutation = useMutation({
+    mutationFn: () => updateTicket({ autoCloseSilenced: true }),
+    onSuccess: () => {
+      queryClient.invalidateQueries(["ticket", id]);
+    },
+  });
+
   const deleteTicketMutation = useMutation({
     mutationFn: () => deleteTicket(),
     onSuccess: () => {
@@ -130,9 +138,11 @@ const SupportTicketView = () => {
   async function updateTicket({
     status,
     priority,
+    autoCloseSilenced,
   }: {
     status?: "open" | "in_progress" | "closed";
     priority?: "high" | "medium" | "low";
+    autoCloseSilenced?: boolean;
   }) {
     try {
       if (typeof id !== "string" || !id) {
@@ -144,6 +154,7 @@ const SupportTicketView = () => {
         ...ticket,
         ...(status && { status }),
         ...(priority && { priority: priority.toLowerCase() }),
+        ...(autoCloseSilenced && { autoCloseSilenced }),
       });
 
       if (res.data.err) {
@@ -293,6 +304,14 @@ const SupportTicketView = () => {
             </div>
             <div className="flex flex-col xl:flex-row-reverse w-full mt-4">
               <div className="flex flex-col xl:basis-2/5 xl:pl-4">
+                {ticket?.autoCloseTriggered && (
+                  <TicketAutoCloseWarning
+                    ticket={ticket}
+                    onDisableAutoClose={() =>
+                      disableAutoCloseMutation.mutateAsync()
+                    }
+                  />
+                )}
                 <TicketDetails ticket={ticket} />
                 <div className="mt-4">
                   <TicketFeed ticket={ticket} />

client/src/screens/conductor/support/closed.tsx

@@ -127,6 +127,13 @@ const SupportDashboard = () => {
                     <Table.Cell>
                       {capitalizeFirstLetter(ticket.priority)}
                     </Table.Cell>
+                    <Table.Cell>
+                      {ticket.timeClosed &&
+                        format(
+                          parseISO(ticket.timeClosed),
+                          "MM/dd/yyyy hh:mm aa"
+                        )}
+                    </Table.Cell>
                     <Table.Cell>
                       <Button
                         color="blue"

client/src/types/support.ts

@@ -24,6 +24,9 @@ export type SupportTicket = {
   timeOpened: string;
   timeClosed?: string;
   feed: SupportTicketFeedEntry[];
+  autoCloseTriggered?: boolean;
+  autoCloseDate?: string;
+  autoCloseSilenced?: boolean;
 };
 
 export type SupportTicketMessage = {

server/api.js

@@ -1833,4 +1833,14 @@ router.route('/support/ticket').post(
   supportAPI.createTicket
 )
 
+router.route('/support/init-autoclose').post(
+  middleware.checkEventBridgeAPIKey,
+  supportAPI.findTicketsToInitAutoClose
+)
+
+router.route('/support/run-autoclose').post(
+  middleware.checkEventBridgeAPIKey,
+  supportAPI.autoCloseTickets
+)
+
 export default router;

server/api/kb.ts

@@ -423,11 +423,6 @@ async function searchKB(req: z.infer<typeof SearchKBValidator>, res: Response) {
       },
     ]).limit(10);
 
-    // Leave this here for debugging purposes
-    console.log('[SYSTEM] Search query: ', query)
-    console.log('[SYSTEM] Search results: ')
-    console.log(pages)
-
     return res.send({
       err: false,
       pages,

server/api/mail.js

@@ -895,6 +895,32 @@ const sendNewInternalTicketMessageAssignedStaffNotification = (recipientAddresse
     });
 };
 
+/**
+ * Sends a warning that a ticket will be closed in 3 days if no response is received.
+ * @param {string[]} recipientAddresses - the email addresses to send the notification to
+ * @param {string} ticketID - the ticket's uuid
+ * @param {string} subject - the ticket's subject
+ * @param {string} params - any URL parameters to append to the ticket URL
+ */
+const sendSupportTicketAutoCloseWarning = (recipientAddresses, ticketID, subject, params) => {
+    return mailgun.messages.create(process.env.MAILGUN_DOMAIN, {
+        from: 'LibreTexts Support <[email protected]>',
+        to: recipientAddresses,
+        subject: `Ticket Will Automatically Close Soon (ID #${ticketID.slice(-7)})`,
+        html: `
+            <p>Hi,</p>
+            <p>We're writing to let you know that a support ticket you have subscribed to will automatically close for inactivity in three days from this notification: "${subject}"</p>
+            <br />
+            <p>If you would like to keep the ticket open, please respond to the ticket at <a href="https://commons.libretexts.org/support/ticket/${ticketID}${params ? `?${params}` : ''}" target="_blank" rel="noopener noreferrer">https://commons.libretexts.org/support/ticket/${ticketID}${params ? `?${params}` : ''}</a>.</p>
+            <br />
+            <p>Otherwise, no action is required.
+            <p>Sincerely,</p>
+            <p>The LibreTexts team</p>
+            ${autoGenNoticeHTML}
+        `,
+    });
+};
+
 const sendZIPFileReadyNotification = (url, recipientAddress) => {
     return mailgun.messages.create(process.env.MAILGUN_DOMAIN, {
         from: 'LibreTexts Support <[email protected]>',
@@ -980,5 +1006,6 @@ export default {
     sendNewTicketMessageAssignedStaffNotification,
     sendNewInternalTicketMessageAssignedStaffNotification,
     sendSupportTicketAssignedNotification,
+    sendSupportTicketAutoCloseWarning,
     sendZIPFileReadyNotification
 }