🎨 [Support center] reopen closed Fogbugz cases (🗃️)

packages/models-library/src/models_library/api_schemas_webserver/conversations.py

@@ -26,9 +26,12 @@ class ConversationRestGet(OutputSchema):
     project_uuid: ProjectID | None
     user_group_id: GroupID
     type: ConversationType
+    fogbugz_case_id: str | None
     created: datetime
     modified: datetime
     extra_context: dict[str, str]
+    is_read_by_user: bool
+    is_read_by_support: bool
 
     @classmethod
     def from_domain_model(cls, domain: ConversationGetDB) -> Self:
@@ -39,15 +42,20 @@ def from_domain_model(cls, domain: ConversationGetDB) -> Self:
             project_uuid=domain.project_uuid,
             user_group_id=domain.user_group_id,
             type=domain.type,
+            fogbugz_case_id=domain.fogbugz_case_id,
             created=domain.created,
             modified=domain.modified,
             extra_context=domain.extra_context,
+            is_read_by_user=domain.is_read_by_user,
+            is_read_by_support=domain.is_read_by_support,
         )
 
 
 class ConversationPatch(InputSchema):
     name: str | None = None
     extra_context: dict[str, Any] | None = None
+    is_read_by_user: bool | None = None
+    is_read_by_support: bool | None = None
 
 
 ### CONVERSATION MESSAGES ---------------------------------------------------------------

packages/models-library/src/models_library/conversations.py

@@ -38,6 +38,9 @@ class ConversationMessageType(StrAutoEnum):
 #
 
 
+IsSupportUser: TypeAlias = bool
+
+
 class ConversationGetDB(BaseModel):
     conversation_id: ConversationID
     product_name: ProductName
@@ -46,6 +49,9 @@ class ConversationGetDB(BaseModel):
     user_group_id: GroupID
     type: ConversationType
     extra_context: dict[str, Any]
+    fogbugz_case_id: str | None
+    is_read_by_user: bool
+    is_read_by_support: bool
 
     # states
     created: datetime
@@ -71,6 +77,9 @@ class ConversationMessageGetDB(BaseModel):
 class ConversationPatchDB(BaseModel):
     name: ConversationName | None = None
     extra_context: dict[str, Any] | None = None
+    fogbugz_case_id: str | None = None
+    is_read_by_user: bool | None = None
+    is_read_by_support: bool | None = None
 
 
 class ConversationMessagePatchDB(BaseModel):

packages/postgres-database/src/simcore_postgres_database/migration/versions/dfdd4f8d4870_add_read_by_user_support_columns.py

@@ -0,0 +1,50 @@
+"""add read by user/support columns
+
+Revision ID: dfdd4f8d4870
+Revises: 9dddb16914a4
+Create Date: 2025-10-10 12:07:12.014847+00:00
+
+"""
+
+import sqlalchemy as sa
+from alembic import op
+
+# revision identifiers, used by Alembic.
+revision = "dfdd4f8d4870"
+down_revision = "9dddb16914a4"
+branch_labels = None
+depends_on = None
+
+
+def upgrade():
+    # ### commands auto generated by Alembic - please adjust! ###
+    op.add_column(
+        "conversations", sa.Column("fogbugz_case_id", sa.String(), nullable=True)
+    )
+    op.add_column(
+        "conversations",
+        sa.Column(
+            "is_read_by_user",
+            sa.Boolean(),
+            server_default=sa.text("true"),
+            nullable=False,
+        ),
+    )
+    op.add_column(
+        "conversations",
+        sa.Column(
+            "is_read_by_support",
+            sa.Boolean(),
+            server_default=sa.text("true"),
+            nullable=False,
+        ),
+    )
+    # ### end Alembic commands ###
+
+
+def downgrade():
+    # ### commands auto generated by Alembic - please adjust! ###
+    op.drop_column("conversations", "is_read_by_support")
+    op.drop_column("conversations", "is_read_by_user")
+    op.drop_column("conversations", "fogbugz_case_id")
+    # ### end Alembic commands ###

packages/postgres-database/src/simcore_postgres_database/models/conversations.py

@@ -78,6 +78,26 @@ class ConversationType(enum.Enum):
         server_default=sa.text("'{}'::jsonb"),
         doc="Free JSON to store extra context",
     ),
+    sa.Column(
+        "fogbugz_case_id",
+        sa.String,
+        nullable=True,
+        doc="Fogbugz case ID associated with the conversation",
+    ),
+    sa.Column(
+        "is_read_by_user",
+        sa.Boolean,
+        nullable=False,
+        server_default=sa.text("true"),
+        doc="Indicates if the message has been read by the user (true) or not (false)",
+    ),
+    sa.Column(
+        "is_read_by_support",
+        sa.Boolean,
+        nullable=False,
+        server_default=sa.text("true"),
+        doc="Indicates if the message has been read by the support user (true) or not (false)",
+    ),
     column_created_datetime(timezone=True),
     column_modified_datetime(timezone=True),
 )

services/web/server/src/simcore_service_webserver/api/v0/openapi.yaml

@@ -10327,6 +10327,16 @@ components:
             type: object
           - type: 'null'
           title: Extracontext
+        isReadByUser:
+          anyOf:
+          - type: boolean
+          - type: 'null'
+          title: Isreadbyuser
+        isReadBySupport:
+          anyOf:
+          - type: boolean
+          - type: 'null'
+          title: Isreadbysupport
       type: object
       title: ConversationPatch
     ConversationRestGet:
@@ -10355,6 +10365,11 @@ components:
           minimum: 0
         type:
           $ref: '#/components/schemas/ConversationType'
+        fogbugzCaseId:
+          anyOf:
+          - type: string
+          - type: 'null'
+          title: Fogbugzcaseid
         created:
           type: string
           format: date-time
@@ -10368,6 +10383,12 @@ components:
             type: string
           type: object
           title: Extracontext
+        isReadByUser:
+          type: boolean
+          title: Isreadbyuser
+        isReadBySupport:
+          type: boolean
+          title: Isreadbysupport
       type: object
       required:
       - conversationId
@@ -10376,9 +10397,12 @@ components:
       - projectUuid
       - userGroupId
       - type
+      - fogbugzCaseId
       - created
       - modified
       - extraContext
+      - isReadByUser
+      - isReadBySupport
       title: ConversationRestGet
     ConversationType:
       type: string

services/web/server/src/simcore_service_webserver/application.py

@@ -175,8 +175,8 @@ def create_application(tracing_config: TracingConfig) -> web.Application:
     setup_projects(app)
 
     # conversations
-    setup_conversations(app)
     setup_fogbugz(app)  # Needed for support conversations
+    setup_conversations(app)
 
     # licenses
     setup_licenses(app)

services/web/server/src/simcore_service_webserver/conversations/_controller/_conversations_messages_rest.py

@@ -1,4 +1,3 @@
-import functools
 import logging
 from typing import Any
 
@@ -31,13 +30,8 @@
 from servicelib.rest_constants import RESPONSE_MODEL_POLICY
 
 from ..._meta import API_VTAG as VTAG
-from ...application_keys import APP_SETTINGS_APPKEY
-from ...email import email_service
-from ...fogbugz.settings import FogbugzSettings
 from ...login.decorators import login_required
 from ...models import AuthenticatedRequestContext
-from ...products import products_web
-from ...users import users_service
 from ...utils_aiohttp import envelope_json_response
 from .. import _conversation_message_service, _conversation_service
 from ._common import ConversationPathParams, raise_unsupported_type
@@ -89,103 +83,25 @@ async def create_conversation_message(request: web.Request):
         raise_unsupported_type(_conversation.type)
 
     # This function takes care of granting support user access to the message
-    await _conversation_service.get_support_conversation_for_user(
+    _, is_support_user = await _conversation_service.get_support_conversation_for_user(
         app=request.app,
         user_id=req_ctx.user_id,
         product_name=req_ctx.product_name,
         conversation_id=path_params.conversation_id,
     )
 
-    message, is_first_message = (
-        await _conversation_message_service.create_support_message_with_first_check(
-            app=request.app,
-            product_name=req_ctx.product_name,
-            user_id=req_ctx.user_id,
-            project_id=None,  # Support conversations don't use project_id
-            conversation_id=path_params.conversation_id,
-            content=body_params.content,
-            type_=body_params.type,
-        )
+    message = await _conversation_message_service.create_support_message(
+        app=request.app,
+        product_name=req_ctx.product_name,
+        user_id=req_ctx.user_id,
+        is_support_user=is_support_user,
+        conversation=_conversation,
+        request_url=request.url,
+        request_host=request.host,
+        content=body_params.content,
+        type_=body_params.type,
     )
 
-    # NOTE: This is done here in the Controller layer, as the interface around email currently needs request
-    product = products_web.get_current_product(request)
-    fogbugz_settings_or_none: FogbugzSettings | None = request.app[
-        APP_SETTINGS_APPKEY
-    ].WEBSERVER_FOGBUGZ
-    if (
-        product.support_standard_group_id
-        and fogbugz_settings_or_none is not None
-        and is_first_message
-    ):
-        _logger.debug(
-            "Support settings available and FogBugz client configured, creating FogBugz case."
-        )
-        assert product.support_assigned_fogbugz_project_id  # nosec
-
-        try:
-            _url = request.url
-            _conversation_url = f"{_url.scheme}://{_url.host}/#/conversation/{path_params.conversation_id}"
-
-            await _conversation_service.create_fogbugz_case_for_support_conversation(
-                request.app,
-                conversation=_conversation,
-                user_id=req_ctx.user_id,
-                message_content=message.content,
-                conversation_url=_conversation_url,
-                host=request.host,
-                product_support_assigned_fogbugz_project_id=product.support_assigned_fogbugz_project_id,
-                fogbugz_url=str(fogbugz_settings_or_none.FOGBUGZ_URL),
-            )
-        except Exception:  # pylint: disable=broad-except
-            _logger.exception(
-                "Failed to create support request FogBugz case for conversation %s.",
-                _conversation.conversation_id,
-            )
-
-    elif (
-        product.support_standard_group_id
-        and fogbugz_settings_or_none is None
-        and is_first_message
-    ):
-        _logger.debug(
-            "Support settings available, but no FogBugz client configured, sending email instead to create FogBugz case."
-        )
-        try:
-            user = await users_service.get_user(request.app, req_ctx.user_id)
-            template_name = "request_support.jinja2"
-            destination_email = product.support_email
-            email_template_path = await products_web.get_product_template_path(
-                request, template_name
-            )
-            _url = request.url
-            _conversation_url = f"{_url.scheme}://{_url.host}/#/conversation/{path_params.conversation_id}"
-            _extra_context = _conversation.extra_context
-            await email_service.send_email_from_template(
-                request,
-                from_=product.support_email,
-                to=destination_email,
-                template=email_template_path,
-                context={
-                    "host": request.host,
-                    "first_name": user["first_name"],
-                    "last_name": user["last_name"],
-                    "user_email": user["email"],
-                    "conversation_url": _conversation_url,
-                    "message_content": message.content,
-                    "extra_context": _extra_context,
-                    "dumps": functools.partial(_json_encoder_and_dumps, indent=1),
-                },
-            )
-        except Exception:  # pylint: disable=broad-except
-            _logger.exception(
-                "Failed to send '%s' email to %s (this means the FogBugz case for the request was not created).",
-                template_name,
-                destination_email,
-            )
-    else:
-        _logger.debug("No support settings available, skipping FogBugz case creation.")
-
     data = ConversationMessageRestGet.from_domain_model(message)
     return envelope_json_response(data, web.HTTPCreated)
 

services/web/server/src/simcore_service_webserver/conversations/_controller/_conversations_rest.py

@@ -149,7 +149,7 @@ async def get_conversation(request: web.Request):
     if conversation.type != ConversationType.SUPPORT:
         raise_unsupported_type(conversation.type)
 
-    conversation = await _conversation_service.get_support_conversation_for_user(
+    conversation, _ = await _conversation_service.get_support_conversation_for_user(
         app=request.app,
         user_id=req_ctx.user_id,
         product_name=req_ctx.product_name,