Support

client/src/components/support/StaffDashboard.tsx

@@ -275,7 +275,7 @@ const StaffDashboard = () => {
           title="Open/In Progress Tickets"
         />
         <DashboardMetric
-          metric={supportMetrics?.avgDaysToClose?.toString() + " days"}
+          metric={supportMetrics?.avgDaysToClose?.toString() ?? 0 + " days"}
           title="Average Time to Resolution"
         />
         <DashboardMetric

client/src/components/support/TicketComment.tsx

@@ -15,6 +15,21 @@ interface TicketCommentProps {
 }
 
 const TicketComment: React.FC<TicketCommentProps> = ({ msg }) => {
+  const formatMessage = (message: string) => {
+    return message.split("\n").map((line, index) => {
+      // ignore trailing empty line
+      if (index === message.split("\n").length - 1 && line === "") {
+        return null;
+      }
+      return (
+        <span key={index}>
+          {line}
+          <br />
+        </span>
+      );
+    });
+  };
+
   return (
     <Comment className="flex flex-row w-full border-b items-center py-4 px-2">
       <CommentAvatar
@@ -39,7 +54,9 @@ const TicketComment: React.FC<TicketCommentProps> = ({ msg }) => {
             </p>
           </CommentMetadata>
         </div>
-        <CommentText className="!break-words">{msg.message}</CommentText>
+        <CommentText className="!break-words">
+          {formatMessage(msg.message)}
+        </CommentText>
       </CommentContent>
     </Comment>
   );

client/src/components/support/TicketFeed.tsx

@@ -46,7 +46,7 @@ const TicketFeed: React.FC<TicketFeedProps> = ({ ticket }) => {
 
   return (
     <div className="flex flex-col w-full bg-white rounded-md">
-      <div className="flex flex-col border shadow-md rounded-md p-4">
+      <div className="flex flex-col border shadow-md rounded-md p-4 max-h-96 overflow-y-auto">
         <p className="text-2xl font-semibold text-center mb-0">Activity Feed</p>
         <div className="flex flex-col mt-2">
           {ticket.feed?.length === 0 && (

server/api/mail.js

@@ -826,7 +826,7 @@ const sendNewTicketMessageNotification = (recipientAddresses, ticketID, message,
         subject: `New Message on Support Ticket (ID #${ticketID.slice(-7)})`,
         html: `
             <p>Hi,</p>
-            <p>A new message has been posted to your support ticket.</p>
+            <p>A new message has been posted a support ticket you have subscribed to.</p>
             <p><strong>${messageSender}</strong> said:</p>
             <p>${message}</p>
             <p>You can respond to this message at <a href="https://commons.libretexts.org/support/ticket/${ticketID}${params ? `?${params}` : ''}" target="_blank" rel="noopener noreferrer">https://commons.libretexts.org/support/ticket/${ticketID}${params ? `?${params}` : ''}</a>.</p>
@@ -882,7 +882,7 @@ const sendNewInternalTicketMessageAssignedStaffNotification = (recipientAddresse
         subject: `New Internal Message on Support Ticket (P: ${priority}) (ID #${ticketID.slice(-7)})`,
         html: `
             <p>Hi,</p>
-            <p>A new internal message has been posted to a support ticket you are assigned to: "${subject}"</p>
+            <p>A new internal message has been posted to a support ticket you have subscribed to: "${subject}"</p>
             <br />
             <p><strong>${messageSender}</strong> said:</p>
             <p>${message}</p>

server/api/support.ts

@@ -48,6 +48,7 @@ import { ZodReqWithFiles } from "../types/Express";
 import { getSignedUrl } from "@aws-sdk/cloudfront-signer";
 import base64 from "base-64";
 import Organization from "../models/organization.js";
+import auth from "./auth";
 
 export const SUPPORT_FILES_S3_CLIENT_CONFIG: S3ClientConfig = {
   credentials: {
@@ -411,11 +412,27 @@ async function assignTicket(
       .select("firstName lastName")
       .orFail();
 
+    const ticket = await SupportTicket.findOne({ uuid }).orFail();
+
+    if (!assigned || assigned.length === 0) {
+      // If no assignees, remove all assignees and set status to open
+      await SupportTicket.updateOne(
+        { uuid },
+        {
+          assignedUUIDs: [],
+          status: "in_progress",
+        }
+      ).orFail();
+
+      return res.send({
+        err: false,
+        ticket,
+      });
+    }
+
     const assignees = await User.find({ uuid: { $in: assigned } }).orFail();
     const assigneeEmails = assignees.map((a) => a.email);
 
-    const ticket = await SupportTicket.findOne({ uuid }).orFail();
-
     // Check that ticket is open or in progress
     if (!["open", "in_progress"].includes(ticket.status)) {
       return res.status(400).send({
@@ -852,42 +869,75 @@ async function createGeneralMessage(
       type: "general",
     });
 
-    // If user was found and user is not the ticket author, send a notification to the ticket author
-    if (foundUser && foundUser.uuid !== ticket.userUUID) {
-      const emailToNotify = await _getTicketAuthorEmail(ticket);
-      if (!emailToNotify) return conductor500Err(res);
+    // Notify all users who have previously commented on the ticket, are assigned to the ticket, or the ticket author
+    const previousCommenters = await SupportTicketMessage.find({
+      ticket: ticket.uuid,
+    }).distinct("senderUUID");
+
+    const allUUIDs = [
+      ...new Set([
+        ...(ticket.assignedUUIDs ?? []),
+        ...previousCommenters,
+        ticket.userUUID,
+      ]),
+    ];
+
+    const emailsToNotify = await _getEmails(allUUIDs);
+
+    // Remove the comment author from the list of emails to notify
+    if (foundUser && foundUser.uuid) {
+      const index = emailsToNotify.indexOf(foundUser.email);
+      if (index > -1) {
+        emailsToNotify.splice(index, 1);
+      }
+    }
+
+    // If the user was not found and the ticket has a guest, assume the guest is the comment author
+    // if (!foundUser && ticket.guest?.email) {
+    //   const index = emailsToNotify.indexOf(ticket.guest.email);
+    //   if (index > -1) {
+    //     emailsToNotify.splice(index, 1);
+    //   }
+    // }
+
+    // Filter null or undefined emails
+    const filteredEmails = emailsToNotify.filter((e) => e);
+    if (!filteredEmails) return conductor500Err(res);
+
+    // If the ticket has a guest, but the commenter was found, send a notification to the guest
+    // otherwise, we assume the commenter is the guest
+    const senderName = foundUser
+      ? `${foundUser?.firstName} ${foundUser?.lastName}`
+      : `${ticket.guest?.firstName} ${ticket.guest?.lastName}`;
+    if (ticket.guest?.email && foundUser?.uuid) {
       const params = new URLSearchParams();
       params.append("accessKey", ticket.guestAccessKey);
-      const addParams = !foundUser?.uuid ? true : false; // if guest, append access key to ticket path
-
-      const senderName = `${foundUser.firstName} ${foundUser.lastName}`;
 
       await mailAPI.sendNewTicketMessageNotification(
-        [emailToNotify],
+        [ticket.guest.email],
         ticket.uuid,
         message,
         senderName,
-        addParams ? params.toString() : ""
+        params.toString()
       );
     }
 
-    // If user was found and user is the ticket author, send a notification to assigned staff
-    if ((foundUser && foundUser.uuid === ticket.userUUID) || !foundUser) {
-      const teamToNotify = await _getAssignedStaffEmails(ticket.assignedUUIDs);
-      if (teamToNotify.length > 0) {
-        await mailAPI.sendNewTicketMessageAssignedStaffNotification(
-          teamToNotify,
-          ticket.uuid,
-          message,
-          foundUser
-            ? `${foundUser.firstName} ${foundUser.lastName}`
-            : `${ticket.guest?.firstName} ${ticket.guest?.lastName}`,
-          capitalizeFirstLetter(ticket.priority),
-          ticket.title
-        );
-      }
+    // If no other emails to notify, return (ie ticket author commented on their own ticket before ticket was assigned to staff)
+    if (filteredEmails.length === 0) {
+      return res.send({
+        err: false,
+        message: ticketMessage,
+      });
     }
 
+    await mailAPI.sendNewTicketMessageNotification(
+      filteredEmails,
+      ticket.uuid,
+      message,
+      senderName,
+      ""
+    );
+
     return res.send({
       err: false,
       message: ticketMessage,
@@ -945,16 +995,28 @@ async function createInternalMessage(
       type: "internal",
     });
 
-    const allTeamEmails = await _getAssignedStaffEmails(ticket.assignedUUIDs);
-    const teamToNotify = allTeamEmails.filter((e) => e !== foundUser.email); // remove the sender from the list of emails to notify
+    const previousCommenters = await SupportTicketMessage.find({
+      ticket: ticket.uuid,
+    }).distinct("senderUUID");
+
+    const allUUIDs = [
+      ...new Set([
+        ...(ticket.assignedUUIDs ?? []),
+        ...previousCommenters,
+        ticket.userUUID,
+      ]),
+    ];
+
+    const emailsToNotify = await _getEmails(allUUIDs, true); // only notify staff
+    const teamToNotify = emailsToNotify.filter((e) => e !== foundUser.email); // remove the sender from the list of emails to notify
     if (teamToNotify.length > 0) {
       await mailAPI.sendNewInternalTicketMessageAssignedStaffNotification(
         teamToNotify,
         ticket.uuid,
         message,
         foundUser
           ? `${foundUser.firstName} ${foundUser.lastName}`
-          : `${ticket.guest?.firstName} ${ticket.guest?.lastName}`,
+          : "Unknown Commenter",
         capitalizeFirstLetter(ticket.priority),
         ticket.title
       );
@@ -1065,6 +1127,28 @@ const _getTicketAuthorEmail = async (
   return undefined;
 };
 
+const _getEmails = async (
+  uuids: string[],
+  staffOnly = false
+): Promise<string[]> => {
+  try {
+    if (!uuids || uuids.length === 0) return [];
+    const users = await User.find({
+      uuid: { $in: uuids },
+    });
+
+    if (staffOnly) {
+      return users
+        .filter((u) => auth.checkHasRole(u, "libretexts", "support", true))
+        .map((u) => u.email);
+    }
+
+    return users.map((u) => u.email);
+  } catch (err) {
+    throw err;
+  }
+};
+
 const _getTicketAuthorString = (
   emailToNotify: string,
   foundUser?: UserInterface,

server/api/validators/support.ts

@@ -76,7 +76,7 @@ export const GetClosedTicketsValidator = z.object({
 export const AssignTicketValidator = z
   .object({
     body: z.object({
-      assigned: z.array(z.string().uuid()).min(1).max(25),
+      assigned: z.array(z.string().uuid()).min(0).max(25),
     }),
   })
   .merge(TicketUUIDParams);