458792 - Agents can't join workgroup when closed

Status: RESOLVED FIXED

(support.mozilla.org Graveyard :: Chat, defect)

Description

[Matthew Middleton (:zzxc)]

When a workgroup is closed, no agents can join it until the workgroup is reopened.  Due to a Spark bug, this results in requiring people to restart Spark if they try to join when the workgroup is closed.  Agents should always be able to join the workgroup, regardless of its status.

Comment 1

[Laura Thomson :laura]

Matthew, is this going out at the same time as 0.7.2?

Comment 2

[Matthew Middleton (:zzxc)]

Attachment: Always show workgroup queues as available to agents

Simple patch being used on the development server to always show workgroup queues as available, even when the workgroup is closed.  This allows Spark to properly join when the queue is manually closed.

Comment 3

[Matthew Middleton (:zzxc)]

Checked into trunk, r20211

Comment 4

[Matthew Middleton (:zzxc)]

To test that workgroup status and agent joins are working properly, these behaviors should be verified when this patch is in use.  The URL to open and close the workgroup on production is https://chat-support.mozilla.com:9091/plugins/fastpath/workgroup-properties.jsp?wgID=[e-mail]

1) Workgroup is closed, Agent joins workgroup (this join will only work after this patch), Agent sets "Available" -> Live Chat should be closed

1a) Workgroup is then opened -> Live Chat should be open

1b) Agent sets "away" -> Live Chat should be closed


2) Workgroup is open, Agent joins workgroup, Agent sets "Available" -> Live Chat should be open

2a) Workgroup is closed -> Live Chat should be closed

2b) Agent sets "away", workgroup is re-opened -> Live Chat should still be closed


3) Workgroup is closed, Agent joins workgroup, Agent sets "away", Workgroup is then opened -> Live Chat should be closed

3a) Agent sets "Available" -> Live Chat should be open

Comment 5

[Stephen Donner [:stephend] Not actively reading bugmail]

Matthew, could you please email me the login information for Openfire separately?

Comment 6

[Stephen Donner [:stephend] Not actively reading bugmail]

I tried to test this on https://chat-support-stage.mozilla.com:9091/plugins/fastpath/workgroup-properties.jsp?wgID=[e-mail], but in order to test I need to sign up as an agent, right?  https://chat-support-stage.mozilla.com:9091/plugins/registration/sign-up.jsp is broken :-(.

If someone else--such as Lucy--could either test this or walk me through this step by step, I'd appreciate it.

Comment 7

[Majken Connor [:Kensie]]

Not sure why that's broken, but you create an account using spark anyway, that link was for people who want to keep tabs on live chat but don't want to help with the queue

http://support.mozilla.com/en-US/kb/Installing+and+Configuring+Spark gives you what you need to sign up, then you'll need to add your user to the support group (you'll be added to trainees by default).

Comment 8

[David Tenser [:djst]]

Is this bug not pushed live yet

Comment 9

[Stephen Donner [:stephend] Not actively reading bugmail]

I don't think I can test this until bug 467266 comment 3 is fixed; I need to create an account on the staging server, per the URL in comment 7, before I can do the rest...