feat(case): adding case feedback (#5356)

src/dispatch/case/flows.py

@@ -37,6 +37,7 @@
 from .messaging import (
     send_case_created_notifications,
     send_case_update_notifications,
+    send_case_rating_feedback_message,
 )
 
 from .models import Case, CaseStatus
@@ -498,6 +499,11 @@ def case_closed_status_flow(case: Case, db_session=None):
         for document in case.documents:
             document_flows.mark_document_as_readonly(document=document, db_session=db_session)
 
+    if case.dedicated_channel:
+        # we send a direct message to all participants asking them
+        # to rate and provide feedback about the case
+        send_case_rating_feedback_message(case, db_session)
+
 
 def reactivate_case_participants(case: Case, db_session: Session):
     """Reactivates all case participants."""

src/dispatch/case/messaging.py

@@ -24,6 +24,7 @@
     CASE_TYPE_CHANGE,
     CASE_SEVERITY_CHANGE,
     CASE_PRIORITY_CHANGE,
+    CASE_CLOSED_RATING_FEEDBACK_NOTIFICATION,
     MessageType,
 )
 from dispatch.config import DISPATCH_UI_URL
@@ -330,3 +331,44 @@ def send_case_welcome_participant_message(
     )
 
     log.debug(f"Welcome ephemeral message sent to {participant_email}.")
+
+
+def send_case_rating_feedback_message(case: Case, db_session: Session):
+    """
+    Sends a direct message to all case participants asking
+    them to rate and provide feedback about the case.
+    """
+    notification_text = "Case Rating and Feedback"
+    notification_template = CASE_CLOSED_RATING_FEEDBACK_NOTIFICATION
+
+    plugin = plugin_service.get_active_instance(
+        db_session=db_session, project_id=case.project.id, plugin_type="conversation"
+    )
+    if not plugin:
+        log.warning("Case rating and feedback message not sent, no conversation plugin enabled.")
+        return
+
+    items = [
+        {
+            "case_id": case.id,
+            "organization_slug": case.project.organization.slug,
+            "name": case.name,
+            "title": case.title,
+            "ticket_weblink": case.ticket.weblink,
+        }
+    ]
+
+    for participant in case.participants:
+        try:
+            plugin.instance.send_direct(
+                participant.individual.email,
+                notification_text,
+                notification_template,
+                MessageType.case_rating_feedback,
+                items=items,
+            )
+        except Exception as e:
+            # if one fails we don't want all to fail
+            log.exception(e)
+
+    log.debug("Case rating and feedback message sent to all participants.")

src/dispatch/case/models.py

@@ -128,6 +128,8 @@ class Case(Base, TimeStampMixin, ProjectMixin):
 
     events = relationship("Event", backref="case", cascade="all, delete-orphan")
 
+    feedback = relationship("Feedback", backref="case", cascade="all, delete-orphan")
+
     groups = relationship(
         "Group", backref="case", cascade="all, delete-orphan", foreign_keys=[Group.case_id]
     )

src/dispatch/conversation/enums.py

@@ -14,6 +14,7 @@ class ConversationCommands(DispatchEnum):
 
 class ConversationButtonActions(DispatchEnum):
     feedback_notification_provide = "feedback-notification-provide"
+    case_feedback_notification_provide = "case-feedback-notification-provide"
     invite_user = "invite-user"
     invite_user_case = "invite-user-case"
     monitor_link = "monitor-link"

src/dispatch/database/revisions/tenant/versions/2024-10-16_3c49f62d7914.py

@@ -0,0 +1,63 @@
+"""Adds case_id and project_id to feedback
+
+Revision ID: 3c49f62d7914
+Revises: b8c1a8a4d957
+Create Date: 2024-10-16 15:21:17.120891
+
+"""
+
+from alembic import op
+import sqlalchemy as sa
+from sqlalchemy.orm import Session
+from dispatch.feedback.incident.models import Feedback
+
+# revision identifiers, used by Alembic.
+revision = "3c49f62d7914"
+down_revision = "b8c1a8a4d957"
+branch_labels = None
+depends_on = None
+
+
+def upgrade():
+    # ### commands auto generated by Alembic - please adjust! ###
+    op.add_column("feedback", sa.Column("case_id", sa.Integer(), nullable=True))
+    op.create_foreign_key(
+        "assoc_feedback_case_id_fkey",
+        "feedback",
+        "case",
+        ["case_id"],
+        ["id"],
+        ondelete="CASCADE",
+    )
+    op.add_column("feedback", sa.Column("project_id", sa.Integer(), nullable=True))
+    op.create_foreign_key(
+        "assoc_feedback_project_id_fkey",
+        "feedback",
+        "project",
+        ["project_id"],
+        ["id"],
+        ondelete="CASCADE",
+    )
+
+    bind = op.get_bind()
+    session = Session(bind=bind)
+
+    instances = session.query(Feedback).all()
+
+    for instance in instances:
+        if instance.incident:
+            instance.project_id = instance.incident.project_id
+        elif instance.case:
+            instance.project_id = instance.case.project_id
+
+    session.commit()
+    # ### end Alembic commands ###
+
+
+def downgrade():
+    # ### commands auto generated by Alembic - please adjust! ###
+    op.drop_constraint("assoc_feedback_case_id_fkey", "feedback", type_="foreignkey")
+    op.drop_column("feedback", "case_id")
+    op.drop_constraint("assoc_feedback_project_id_fkey", "feedback", type_="foreignkey")
+    op.drop_column("feedback", "project_id")
+    # ### end Alembic commands ###

src/dispatch/database/service.py

@@ -185,9 +185,8 @@ def build_filters(filter_spec):
 
                 if not _is_iterable_filter(fn_args):
                     raise BadFilterFormat(
-                        "`{}` value must be an iterable across the function " "arguments".format(
-                            boolean_function.key
-                        )
+                        "`{}` value must be an iterable across the function "
+                        "arguments".format(boolean_function.key)
                     )
                 if boolean_function.only_one_arg and len(fn_args) != 1:
                     raise BadFilterFormat(
@@ -347,8 +346,8 @@ def apply_filter_specific_joins(model: Base, filter_spec: dict, query: orm.query
     # this is required because by default sqlalchemy-filter's auto-join
     # knows nothing about how to join many-many relationships.
     model_map = {
-        (Feedback, "Project"): (Incident, False),
         (Feedback, "Incident"): (Incident, False),
+        (Feedback, "Case"): (Case, False),
         (Task, "Project"): (Incident, False),
         (Task, "Incident"): (Incident, False),
         (Task, "IncidentPriority"): (Incident, False),

src/dispatch/feedback/incident/models.py

@@ -3,24 +3,32 @@
 from typing import Optional, List
 
 from sqlalchemy import Column, Integer, ForeignKey
-from sqlalchemy.ext.hybrid import hybrid_property
 from sqlalchemy_utils import TSVectorType
 
 from dispatch.database.core import Base
 from dispatch.incident.models import IncidentReadMinimal
-from dispatch.models import DispatchBase, TimeStampMixin, FeedbackMixin, PrimaryKey, Pagination
+from dispatch.models import (
+    DispatchBase,
+    TimeStampMixin,
+    FeedbackMixin,
+    PrimaryKey,
+    Pagination,
+    ProjectMixin,
+)
 from dispatch.participant.models import ParticipantRead
 from dispatch.project.models import ProjectRead
+from dispatch.case.models import CaseReadMinimal
 
 from .enums import FeedbackRating
 
 
-class Feedback(TimeStampMixin, FeedbackMixin, Base):
+class Feedback(TimeStampMixin, FeedbackMixin, ProjectMixin, Base):
     # Columns
     id = Column(Integer, primary_key=True)
 
     # Relationships
     incident_id = Column(Integer, ForeignKey("incident.id", ondelete="CASCADE"))
+    case_id = Column(Integer, ForeignKey("case.id", ondelete="CASCADE"))
     participant_id = Column(Integer, ForeignKey("participant.id"))
 
     search_vector = Column(
@@ -31,17 +39,14 @@ class Feedback(TimeStampMixin, FeedbackMixin, Base):
         )
     )
 
-    @hybrid_property
-    def project(self):
-        return self.incident.project
-
 
 # Pydantic models
 class FeedbackBase(DispatchBase):
     created_at: Optional[datetime]
     rating: FeedbackRating = FeedbackRating.very_satisfied
     feedback: Optional[str] = Field(None, nullable=True)
     incident: Optional[IncidentReadMinimal]
+    case: Optional[CaseReadMinimal]
     participant: Optional[ParticipantRead]
 
 

src/dispatch/feedback/incident/service.py

@@ -2,6 +2,7 @@
 from datetime import datetime, timedelta
 
 from dispatch.incident import service as incident_service
+from dispatch.case import service as case_service
 from dispatch.incident.models import Incident
 from dispatch.project.models import Project
 
@@ -34,13 +35,25 @@ def get_all_last_x_hours_by_project_id(
 
 def create(*, db_session, feedback_in: FeedbackCreate) -> Feedback:
     """Creates a new piece of feedback."""
-    incident = incident_service.get(
-        db_session=db_session,
-        incident_id=feedback_in.incident.id,
-    )
+    if feedback_in.incident:
+        incident = incident_service.get(
+            db_session=db_session,
+            incident_id=feedback_in.incident.id,
+        )
+        project = incident.project
+        case = None
+    else:
+        case = case_service.get(
+            db_session=db_session,
+            case_id=feedback_in.case.id,
+        )
+        project = case.project
+        incident = None
     feedback = Feedback(
-        **feedback_in.dict(exclude={"incident"}),
+        **feedback_in.dict(exclude={"incident", "case", "project"}),
         incident=incident,
+        case=case,
+        project=project,
     )
     db_session.add(feedback)
     db_session.commit()

src/dispatch/messaging/strings.py

@@ -42,6 +42,7 @@ class MessageType(DispatchEnum):
     case_status_reminder = "case-status-reminder"
     service_feedback = "service-feedback"
     task_add_to_incident = "task-add-to-incident"
+    case_rating_feedback = "case-rating-feedback"
 
 
 INCIDENT_STATUS_DESCRIPTIONS = {
@@ -373,6 +374,9 @@ class MessageType(DispatchEnum):
 INCIDENT_CLOSED_RATING_FEEDBACK_DESCRIPTION = """
 Thanks for participating in the {{name}} ("{{title}}") incident. We would appreciate if you could rate your experience and provide feedback."""
 
+CASE_CLOSED_RATING_FEEDBACK_DESCRIPTION = """
+Thanks for participating in the {{name}} ("{{title}}") case. We would appreciate if you could rate your experience and provide feedback."""
+
 INCIDENT_MANAGEMENT_HELP_TIPS_MESSAGE_DESCRIPTION = """
 Hey, I see you're the Incident Commander for <{{conversation_weblink}}|{{name}}> ("{{title}}"). Here are a few things to consider when managing the incident:
 \n • Keep the incident and its status up to date using the Slack `{{update_command}}` command.
@@ -971,6 +975,21 @@ class MessageType(DispatchEnum):
     }
 ]
 
+CASE_CLOSED_RATING_FEEDBACK_NOTIFICATION = [
+    {
+        "title": "{{name}} Case - Rating and Feedback",
+        "title_link": "{{ticket_weblink}}",
+        "text": CASE_CLOSED_RATING_FEEDBACK_DESCRIPTION,
+        "buttons": [
+            {
+                "button_text": "Provide Feedback",
+                "button_value": "{{organization_slug}}-{{case_id}}",
+                "button_action": ConversationButtonActions.case_feedback_notification_provide,
+            }
+        ],
+    }
+]
+
 INCIDENT_FEEDBACK_DAILY_REPORT = [
     {"title": "Incident", "text": "{{ name }}"},
     {"title": "Incident Title", "text": "{{ title }}"},

src/dispatch/plugins/dispatch_slack/feedback/enums.py

@@ -8,17 +8,34 @@ class IncidentFeedbackNotificationBlockIds(DispatchEnum):
     anonymous_checkbox = "incident-feedback-notification-anonymous-checkbox"
 
 
+class CaseFeedbackNotificationBlockIds(DispatchEnum):
+    feedback_input = "case-feedback-notification-feedback-input"
+    rating_select = "case-feedback-notification-rating-select"
+    anonymous_checkbox = "case-feedback-notification-anonymous-checkbox"
+
+
 class IncidentFeedbackNotificationActionIds(DispatchEnum):
     feedback_input = "incident-feedback-notification-feedback-input"
     rating_select = "incident-feedback-notification-rating-select"
     anonymous_checkbox = "incident-feedback-notification-anonymous-checkbox"
 
 
+class CaseFeedbackNotificationActionIds(DispatchEnum):
+    feedback_input = "case-feedback-notification-feedback-input"
+    rating_select = "case-feedback-notification-rating-select"
+    anonymous_checkbox = "case-feedback-notification-anonymous-checkbox"
+
+
 class IncidentFeedbackNotificationActions(DispatchEnum):
     submit = "incident-feedback-notification-submit"
     provide = ConversationButtonActions.feedback_notification_provide
 
 
+class CaseFeedbackNotificationActions(DispatchEnum):
+    submit = "case-feedback-notification-submit"
+    provide = ConversationButtonActions.case_feedback_notification_provide
+
+
 class ServiceFeedbackNotificationBlockIds(DispatchEnum):
     anonymous_checkbox = "service-feedback-notification-anonymous-checkbox"
     feedback_input = "service-feedback-notification-feedback-input"