fix: Inquiry SLA updates not being reflected in real time

.changeset/nice-experts-joke.md

@@ -0,0 +1,5 @@
+---
+"@rocket.chat/meteor": patch
+---
+
+Fixes queued conversations not being sorted in real time based on the room's SLA policy

apps/meteor/client/omnichannel/additionalForms/SlaPoliciesSelect.tsx

@@ -1,7 +1,7 @@
 import type { IOmnichannelServiceLevelAgreements, Serialized } from '@rocket.chat/core-typings';
 import type { SelectOption } from '@rocket.chat/fuselage';
 import { Field, FieldLabel, FieldRow, Select } from '@rocket.chat/fuselage';
-import { useMemo } from 'react';
+import { useId, useMemo } from 'react';
 
 import { useHasLicenseModule } from '../../hooks/useHasLicenseModule';
 
@@ -15,16 +15,17 @@ type SlaPoliciesSelectProps = {
 export const SlaPoliciesSelect = ({ value, label, options, onChange }: SlaPoliciesSelectProps) => {
 	const hasLicense = useHasLicenseModule('livechat-enterprise');
 	const optionsSelect = useMemo<SelectOption[]>(() => options?.map((option) => [option._id, option.name]), [options]);
+	const fieldId = useId();
 
 	if (!hasLicense) {
 		return null;
 	}
 
 	return (
 		<Field>
-			<FieldLabel>{label}</FieldLabel>
+			<FieldLabel id={fieldId}>{label}</FieldLabel>
 			<FieldRow>
-				<Select value={value} options={optionsSelect} onChange={(value) => onChange(String(value))} />
+				<Select aria-labelledby={fieldId} value={value} options={optionsSelect} onChange={(value) => onChange(String(value))} />
 			</FieldRow>
 		</Field>
 	);

apps/meteor/client/views/omnichannel/directory/components/SlaField.tsx

@@ -1,4 +1,5 @@
 import { Box } from '@rocket.chat/fuselage';
+import { useId } from 'react';
 import { useTranslation } from 'react-i18next';
 
 import { FormSkeleton } from './FormSkeleton';
@@ -14,6 +15,7 @@ type SlaFieldProps = {
 const SlaField = ({ id }: SlaFieldProps) => {
 	const { t } = useTranslation();
 	const { data, isLoading, isError } = useSlaInfo(id);
+	const slaFieldId = useId();
 
 	if (isLoading) {
 		return <FormSkeleton />;
@@ -26,8 +28,8 @@ const SlaField = ({ id }: SlaFieldProps) => {
 	const { name } = data;
 	return (
 		<Field>
-			<Label>{t('SLA_Policy')}</Label>
-			<Info>{name}</Info>
+			<Label id={slaFieldId}>{t('SLA_Policy')}</Label>
+			<Info aria-labelledby={slaFieldId}>{name}</Info>
 		</Field>
 	);
 };

apps/meteor/ee/app/livechat-enterprise/server/lib/SlaHelper.ts

@@ -2,7 +2,11 @@ import { Message } from '@rocket.chat/core-services';
 import type { IOmnichannelServiceLevelAgreements, IUser } from '@rocket.chat/core-typings';
 import { LivechatInquiry, LivechatRooms } from '@rocket.chat/models';
 
-import { notifyOnRoomChangedById, notifyOnLivechatInquiryChangedByRoom } from '../../../../../app/lib/server/lib/notifyListener';
+import {
+	notifyOnRoomChangedById,
+	notifyOnLivechatInquiryChangedByRoom,
+	notifyOnLivechatInquiryChanged,
+} from '../../../../../app/lib/server/lib/notifyListener';
 import { callbacks } from '../../../../../lib/callbacks';
 
 export const removeSLAFromRooms = async (slaId: string, userId: string) => {
@@ -19,7 +23,7 @@ export const removeSLAFromRooms = async (slaId: string, userId: string) => {
 };
 
 export const updateInquiryQueueSla = async (roomId: string, sla: Pick<IOmnichannelServiceLevelAgreements, 'dueTimeInMinutes' | '_id'>) => {
-	const inquiry = await LivechatInquiry.findOneByRoomId(roomId, { projection: { rid: 1, ts: 1 } });
+	const inquiry = await LivechatInquiry.findOneByRoomId(roomId);
 	if (!inquiry) {
 		return;
 	}
@@ -32,6 +36,8 @@ export const updateInquiryQueueSla = async (roomId: string, sla: Pick<IOmnichann
 		slaId,
 		estimatedWaitingTimeQueue,
 	});
+
+	void notifyOnLivechatInquiryChanged({ ...inquiry, slaId, estimatedWaitingTimeQueue, _updatedAt: new Date() }, 'updated');
 };
 
 export const updateRoomSlaWeights = async (roomId: string, sla: Pick<IOmnichannelServiceLevelAgreements, 'dueTimeInMinutes' | '_id'>) => {

apps/meteor/tests/e2e/omnichannel/omnichannel-sla-policies-sidebar.spec.ts

@@ -0,0 +1,151 @@
+import {
+	OmnichannelSortingMechanismSettingType,
+	type IOmnichannelServiceLevelAgreements,
+	type Serialized,
+} from '@rocket.chat/core-typings';
+
+import { createFakeVisitor } from '../../mocks/data';
+import { IS_EE } from '../config/constants';
+import { Users } from '../fixtures/userStates';
+import { HomeOmnichannel } from '../page-objects';
+import { OmnichannelRoomInfo } from '../page-objects/omnichannel-room-info';
+import { createConversation } from '../utils/omnichannel/rooms';
+import { createSLA } from '../utils/omnichannel/sla';
+import { test, expect } from '../utils/test';
+
+const visitorA = createFakeVisitor();
+const visitorB = createFakeVisitor();
+const visitorC = createFakeVisitor();
+
+test.skip(!IS_EE, 'Omnichannel SLAs > Enterprise Only');
+
+test.use({ storageState: Users.user1.state });
+
+test.describe('OC - SLA Policies [Sidebar]', () => {
+	let poHomeChannel: HomeOmnichannel;
+	let poRoomInfo: OmnichannelRoomInfo;
+	let conversations: Awaited<ReturnType<typeof createConversation>>[] = [];
+	let slas: Serialized<Omit<IOmnichannelServiceLevelAgreements, '_updatedAt'>>[] = [];
+
+	test.beforeAll('create SLAs', async ({ api }) => {
+		slas = await Promise.all([
+			createSLA(api, { name: 'Very Urgent', dueTimeInMinutes: 1 }),
+			createSLA(api, { name: 'Urgent', dueTimeInMinutes: 10 }),
+			createSLA(api, { name: 'Not Urgent', dueTimeInMinutes: 30 }),
+		]);
+	});
+
+	test.beforeAll(async ({ api }) => {
+		(
+			await Promise.all([
+				// Create agent and manager
+				api.post('/livechat/users/agent', { username: 'user1' }),
+				api.post('/livechat/users/manager', { username: 'user1' }),
+				// Settings
+				api.post('/settings/Livechat_Routing_Method', { value: 'Manual_Selection' }),
+				api.post('/settings/Omnichannel_sorting_mechanism', { value: OmnichannelSortingMechanismSettingType.SLAs }),
+			])
+		).every((res) => expect(res.status()).toBe(200));
+	});
+
+	test.beforeEach(async ({ page }) => {
+		poHomeChannel = new HomeOmnichannel(page);
+		poRoomInfo = new OmnichannelRoomInfo(page);
+	});
+
+	test.beforeEach(async ({ page }) => {
+		await page.goto('/');
+		await page.locator('#main-content').waitFor();
+	});
+
+	test.beforeEach(async ({ api }) => {
+		conversations = await Promise.all([
+			createConversation(api, { visitorName: visitorA.name, agentId: 'user1' }),
+			createConversation(api, { visitorName: visitorB.name, agentId: 'user1' }),
+			createConversation(api, { visitorName: visitorC.name, agentId: 'user1' }),
+		]);
+	});
+
+	test.afterAll('delete SLAs', async ({ api }) => {
+		const responses = await Promise.all(slas.map((sla) => api.delete(`/livechat/sla/${sla._id}`)));
+		responses.every((res) => expect(res.status()).toBe(200));
+	});
+
+	test.afterAll(async ({ api }) => {
+		// Delete conversations
+		await Promise.all(conversations.map((conversation) => conversation.delete()));
+
+		(
+			await Promise.all([
+				// Delete agent and manager
+				api.delete('/livechat/users/agent/user1'),
+				api.delete('/livechat/users/manager/user1'),
+				// Reset settings
+				api.post('/settings/Livechat_Routing_Method', { value: 'Auto_Selection' }),
+				api.post('/settings/Omnichannel_sorting_mechanism', { value: OmnichannelSortingMechanismSettingType.Timestamp }),
+			])
+		).every((res) => expect(res.status()).toBe(200));
+	});
+
+	test('OC - SLA Policies [Sidebar] - Update conversation SLA Policy', async () => {
+		await test.step('expect to change room SLA policy to "Not urgent"', async () => {
+			await test.step('expect to open room and room info to be visible', async () => {
+				await poHomeChannel.sidenav.getSidebarItemByName(visitorA.name).click();
+				await expect(poRoomInfo.dialogRoomInfo).toBeVisible();
+			});
+
+			await test.step('expect to update room SLA policy', async () => {
+				await expect(poRoomInfo.getInfoByLabel('SLA Policy')).not.toBeVisible();
+				await poRoomInfo.btnEditRoomInfo.click();
+				await poRoomInfo.selectSLA('Not Urgent');
+				await poRoomInfo.btnSaveEditRoom.click();
+			});
+
+			await test.step('expect SLA to have been updated in the room info and queue order to be correct', async () => {
+				await expect(poRoomInfo.getInfoByLabel('SLA Policy')).toHaveText('Not Urgent');
+				await expect(poHomeChannel.sidenav.getSidebarListItemByName(visitorA.name)).toHaveAttribute('data-index', '1');
+			});
+		});
+
+		await test.step('expect to change room SLA policy to "Urgent"', async () => {
+			await test.step('expect to open room and room info to be visible', async () => {
+				await poHomeChannel.sidenav.getSidebarItemByName(visitorB.name).click();
+				await expect(poRoomInfo.dialogRoomInfo).toBeVisible();
+			});
+
+			await test.step('expect to update room SLA policy', async () => {
+				await expect(poRoomInfo.getInfoByLabel('SLA Policy')).not.toBeVisible();
+				await poRoomInfo.btnEditRoomInfo.click();
+				await poRoomInfo.selectSLA('Urgent');
+				await poRoomInfo.btnSaveEditRoom.click();
+			});
+
+			await test.step('expect SLA to have been updated in the room info and queue order to be correct', async () => {
+				await expect(poRoomInfo.getInfoByLabel('SLA Policy')).toHaveText('Urgent');
+				await expect(poHomeChannel.sidenav.getSidebarListItemByName(visitorB.name)).toHaveAttribute('data-index', '1');
+				await expect(poHomeChannel.sidenav.getSidebarListItemByName(visitorA.name)).toHaveAttribute('data-index', '2');
+			});
+		});
+
+		await test.step('expect to change room SLA policy to "Very Urgent"', async () => {
+			await test.step('expect to open room and room info to be visible', async () => {
+				await poHomeChannel.sidenav.getSidebarItemByName(visitorC.name).click();
+				await expect(poRoomInfo.dialogRoomInfo).toBeVisible();
+			});
+
+			await test.step('expect to update room SLA policy', async () => {
+				await expect(poRoomInfo.getInfoByLabel('SLA Policy')).not.toBeVisible();
+				await poRoomInfo.btnEditRoomInfo.click();
+				await poRoomInfo.selectSLA('Very Urgent');
+				await poRoomInfo.btnSaveEditRoom.click();
+			});
+
+			await test.step('expect SLA to have been updated in the room info and queue order to be correct', async () => {
+				await expect(poRoomInfo.getInfoByLabel('SLA Policy')).toHaveText('Very Urgent');
+				await expect(poHomeChannel.sidenav.getSidebarListItemByName(visitorC.name)).toHaveAttribute('data-index', '1');
+				await expect(poHomeChannel.sidenav.getSidebarListItemByName(visitorB.name)).toHaveAttribute('data-index', '2');
+				await expect(poHomeChannel.sidenav.getSidebarListItemByName(visitorA.name)).toHaveAttribute('data-index', '3');
+			});
+		});
+	});
+});

apps/meteor/tests/e2e/page-objects/fragments/home-sidenav.ts

@@ -109,6 +109,10 @@ export class HomeSidenav {
 		return this.page.getByRole('link').filter({ has: this.page.getByText(name, { exact: true }) });
 	}
 
+	getSidebarListItemByName(name: string): Locator {
+		return this.sidebarChannelsList.getByRole('listitem').filter({ has: this.getSidebarItemByName(name) });
+	}
+
 	getSearchItemByName(name: string): Locator {
 		return this.searchList.getByRole('link').filter({ has: this.page.getByText(name, { exact: true }) });
 	}

apps/meteor/tests/e2e/page-objects/omnichannel-room-info.ts

@@ -40,6 +40,19 @@ export class OmnichannelRoomInfo {
 		return this.page.locator(`div >> text="${label}"`);
 	}
 
+	getInfoByLabel(label: string): Locator {
+		return this.dialogRoomInfo.getByLabel(label);
+	}
+
+	get inputSLAPolicy(): Locator {
+		return this.dialogEditRoom.getByRole('button', { name: 'SLA Policy' });
+	}
+
+	async selectSLA(name: string): Promise<void> {
+		await this.inputSLAPolicy.click();
+		return this.page.getByRole('option', { name, exact: true }).click();
+	}
+
 	getBadgeIndicator(name: string, title: string): Locator {
 		return this.homeSidenav.getSidebarItemByName(name).getByTitle(title);
 	}

apps/meteor/tests/e2e/utils/omnichannel/sla.ts

@@ -10,8 +10,11 @@ export const generateRandomSLAData = (): Omit<IOmnichannelServiceLevelAgreements
 	dueTimeInMinutes: faker.number.int({ min: 10, max: DEFAULT_SLA_CONFIG.ESTIMATED_WAITING_TIME_QUEUE }),
 });
 
-export const createSLA = async (api: BaseTest['api']): Promise<Omit<IOmnichannelServiceLevelAgreements, '_updated'>> => {
-	const response = await api.post('/livechat/sla', generateRandomSLAData());
+export const createSLA = async (
+	api: BaseTest['api'],
+	slaData?: Omit<IOmnichannelServiceLevelAgreements, '_updatedAt' | '_id'>,
+): Promise<Omit<IOmnichannelServiceLevelAgreements, '_updated'>> => {
+	const response = await api.post('/livechat/sla', slaData ?? generateRandomSLAData());
 	expect(response.status()).toBe(200);
 
 	const { sla } = (await response.json()) as { sla: Omit<IOmnichannelServiceLevelAgreements, '_updated'> };