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Merge pull request #14279 from edx/ECOM-5936-send-course-id-and-enrollment-track-to-zendesk-custom-fields

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Ecom 5936 enable users to select course when making support requests
This commit is contained in:
Anthony Mangano
2017-01-10 10:55:51 -05:00
committed by GitHub
parent 6572b1df70 38d8017db4
commit 2d85fe4ab2
8 changed files with 424 additions and 136 deletions
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370
common/djangoapps/util/tests/test_submit_feedback.py
View File

@@ -11,8 +11,19 @@ from util import views
from zendesk import ZendeskError
import json
import mock
from ddt import ddt, data, unpack
from student.tests.test_configuration_overrides import fake_get_value
from student.tests.factories import CourseEnrollmentFactory
TEST_SUPPORT_EMAIL = "support@example.com"
TEST_ZENDESK_CUSTOM_FIELD_CONFIG = {"course_id": 1234, "enrollment_mode": 5678}
TEST_REQUEST_HEADERS = {
"HTTP_REFERER": "test_referer",
"HTTP_USER_AGENT": "test_user_agent",
"REMOTE_ADDR": "1.2.3.4",
"SERVER_NAME": "test_server",
}
def fake_support_backend_values(name, default=None): # pylint: disable=unused-argument
@@ -21,13 +32,20 @@ def fake_support_backend_values(name, default=None): # pylint: disable=unused-a
"""
config_dict = {
"CONTACT_FORM_SUBMISSION_BACKEND": "email",
"email_from_address": "support_from@example.com",
"email_from_address": TEST_SUPPORT_EMAIL,
}
return config_dict[name]
@ddt
@mock.patch.dict("django.conf.settings.FEATURES", {"ENABLE_FEEDBACK_SUBMISSION": True})
@override_settings(ZENDESK_URL="dummy", ZENDESK_USER="dummy", ZENDESK_API_KEY="dummy")
@override_settings(
DEFAULT_FROM_EMAIL=TEST_SUPPORT_EMAIL,
ZENDESK_URL="dummy",
ZENDESK_USER="dummy",
ZENDESK_API_KEY="dummy",
ZENDESK_CUSTOM_FIELDS={}
)
@mock.patch("util.views.dog_stats_api")
@mock.patch("util.views._ZendeskApi", autospec=True)
class SubmitFeedbackTest(TestCase):
@@ -44,14 +62,12 @@ class SubmitFeedbackTest(TestCase):
username="test",
profile__name="Test User"
)
# This contains issue_type and course_id to ensure that tags are submitted correctly
self._anon_fields = {
"email": "test@edx.org",
"name": "Test User",
"subject": "a subject",
"details": "some details",
"issue_type": "test_issue",
"course_id": "test_course"
"issue_type": "test_issue"
}
# This does not contain issue_type nor course_id to ensure that they are optional
self._auth_fields = {"subject": "a subject", "details": "some details"}
@@ -66,10 +82,10 @@ class SubmitFeedbackTest(TestCase):
req = self._request_factory.post(
"/submit_feedback",
data=fields,
HTTP_REFERER="test_referer",
HTTP_USER_AGENT="test_user_agent",
REMOTE_ADDR="1.2.3.4",
SERVER_NAME="test_server",
HTTP_REFERER=TEST_REQUEST_HEADERS["HTTP_REFERER"],
HTTP_USER_AGENT=TEST_REQUEST_HEADERS["HTTP_USER_AGENT"],
REMOTE_ADDR=TEST_REQUEST_HEADERS["REMOTE_ADDR"],
SERVER_NAME=TEST_REQUEST_HEADERS["SERVER_NAME"],
)
req.user = user
return views.submit_feedback(req)
@@ -130,13 +146,58 @@ class SubmitFeedbackTest(TestCase):
resp = self._build_and_run_request(user, fields)
self.assertEqual(resp.status_code, 200)
def _assert_datadog_called(self, datadog_mock, with_tags):
expected_datadog_calls = [
mock.call.increment(
views.DATADOG_FEEDBACK_METRIC,
tags=(["course_id:test_course", "issue_type:test_issue"] if with_tags else [])
)
def _build_zendesk_ticket(self, recipient, name, email, subject, details, tags, custom_fields=None):
"""
Build a Zendesk ticket that can be used in assertions to verify that the correct
data was submitted to create a Zendesk ticket.
"""
ticket = {
"ticket": {
"recipient": recipient,
"requester": {"name": name, "email": email},
"subject": subject,
"comment": {"body": details},
"tags": tags
}
}
if custom_fields is not None:
ticket["ticket"]["custom_fields"] = custom_fields
return ticket
def _build_zendesk_ticket_update(self, request_headers, username=None):
"""
Build a Zendesk ticket update that can be used in assertions to verify that the correct
data was submitted to update a Zendesk ticket.
"""
body = []
if username:
body.append("username: {}".format(username))
# FIXME the tests rely on the body string being built in this specific order, which doesn't seem
# reliable given that the view builds the string by iterating over a dictionary.
header_text_mapping = [
("Client IP", "REMOTE_ADDR"),
("Host", "SERVER_NAME"),
("Page", "HTTP_REFERER"),
("Browser", "HTTP_USER_AGENT")
]
for text, header in header_text_mapping:
body.append("{}: {}".format(text, request_headers[header]))
body = "Additional information:\n\n" + "\n".join(body)
return {"ticket": {"comment": {"public": False, "body": body}}}
def _assert_zendesk_called(self, zendesk_mock, ticket_id, ticket, ticket_update):
"""Assert that Zendesk was called with the correct ticket and ticket_update."""
expected_zendesk_calls = [mock.call.create_ticket(ticket), mock.call.update_ticket(ticket_id, ticket_update)]
self.assertEqual(zendesk_mock.mock_calls, expected_zendesk_calls)
def _assert_datadog_called(self, datadog_mock, tags):
"""Assert that datadog was called with the correct tags."""
expected_datadog_calls = [mock.call.increment(views.DATADOG_FEEDBACK_METRIC, tags=tags)]
self.assertEqual(datadog_mock.mock_calls, expected_datadog_calls)
def test_bad_request_anon_user_no_name(self, zendesk_mock_class, datadog_mock):
@@ -174,39 +235,26 @@ class SubmitFeedbackTest(TestCase):
the given information should have been submitted via the Zendesk API.
"""
zendesk_mock_instance = zendesk_mock_class.return_value
zendesk_mock_instance.create_ticket.return_value = 42
self._test_success(self._anon_user, self._anon_fields)
expected_zendesk_calls = [
mock.call.create_ticket(
{
"ticket": {
"recipient": "registration@example.com",
"requester": {"name": "Test User", "email": "test@edx.org"},
"subject": "a subject",
"comment": {"body": "some details"},
"tags": ["test_course", "test_issue", "LMS"]
}
}
),
mock.call.update_ticket(
42,
{
"ticket": {
"comment": {
"public": False,
"body":
"Additional information:\n\n"
"Client IP: 1.2.3.4\n"
"Host: test_server\n"
"Page: test_referer\n"
"Browser: test_user_agent"
}
}
}
)
]
self.assertEqual(zendesk_mock_instance.mock_calls, expected_zendesk_calls)
self._assert_datadog_called(datadog_mock, with_tags=True)
user = self._anon_user
fields = self._anon_fields
ticket_id = 42
zendesk_mock_instance.create_ticket.return_value = ticket_id
ticket = self._build_zendesk_ticket(
recipient=TEST_SUPPORT_EMAIL,
name=fields["name"],
email=fields["email"],
subject=fields["subject"],
details=fields["details"],
tags=[fields["issue_type"], "LMS"]
)
ticket_update = self._build_zendesk_ticket_update(TEST_REQUEST_HEADERS)
self._test_success(user, fields)
self._assert_zendesk_called(zendesk_mock_instance, ticket_id, ticket, ticket_update)
self._assert_datadog_called(datadog_mock, ["issue_type:{}".format(fields["issue_type"])])
@mock.patch("openedx.core.djangoapps.site_configuration.helpers.get_value", fake_get_value)
def test_valid_request_anon_user_configuration_override(self, zendesk_mock_class, datadog_mock):
@@ -218,39 +266,75 @@ class SubmitFeedbackTest(TestCase):
tag that will come from site configuration override.
"""
zendesk_mock_instance = zendesk_mock_class.return_value
zendesk_mock_instance.create_ticket.return_value = 42
self._test_success(self._anon_user, self._anon_fields)
expected_zendesk_calls = [
mock.call.create_ticket(
{
"ticket": {
"recipient": "no-reply@fakeuniversity.com",
"requester": {"name": "Test User", "email": "test@edx.org"},
"subject": "a subject",
"comment": {"body": "some details"},
"tags": ["test_course", "test_issue", "LMS", "whitelabel_fakeorg"]
}
}
),
mock.call.update_ticket(
42,
{
"ticket": {
"comment": {
"public": False,
"body":
"Additional information:\n\n"
"Client IP: 1.2.3.4\n"
"Host: test_server\n"
"Page: test_referer\n"
"Browser: test_user_agent"
}
}
}
)
]
self.assertEqual(zendesk_mock_instance.mock_calls, expected_zendesk_calls)
self._assert_datadog_called(datadog_mock, with_tags=True)
user = self._anon_user
fields = self._anon_fields
ticket_id = 42
zendesk_mock_instance.create_ticket.return_value = ticket_id
ticket = self._build_zendesk_ticket(
recipient=fake_get_value("email_from_address"),
name=fields["name"],
email=fields["email"],
subject=fields["subject"],
details=fields["details"],
tags=[fields["issue_type"], "LMS", "whitelabel_{}".format(fake_get_value("course_org_filter"))]
)
ticket_update = self._build_zendesk_ticket_update(TEST_REQUEST_HEADERS)
self._test_success(user, fields)
self._assert_zendesk_called(zendesk_mock_instance, ticket_id, ticket, ticket_update)
self._assert_datadog_called(datadog_mock, ["issue_type:{}".format(fields["issue_type"])])
@data("course-v1:testOrg+testCourseNumber+testCourseRun", "", None)
@override_settings(ZENDESK_CUSTOM_FIELDS=TEST_ZENDESK_CUSTOM_FIELD_CONFIG)
def test_valid_request_anon_user_with_custom_fields(self, course_id, zendesk_mock_class, datadog_mock):
"""
Test a valid request from an anonymous user when configured to use Zendesk Custom Fields.
The response should have a 200 (success) status code, and a ticket with
the given information should have been submitted via the Zendesk API. When course_id is
present, it should be sent to Zendesk via a custom field. When course_id is blank or missing,
the request should still be processed successfully.
"""
zendesk_mock_instance = zendesk_mock_class.return_value
user = self._anon_user
fields = self._anon_fields.copy()
if course_id is not None:
fields["course_id"] = course_id
ticket_id = 42
zendesk_mock_instance.create_ticket.return_value = ticket_id
zendesk_tags = [fields["issue_type"], "LMS"]
datadog_tags = ["issue_type:{}".format(fields["issue_type"])]
zendesk_custom_fields = None
if course_id:
# FIXME the tests rely on the tags being in this specific order, which doesn't seem
# reliable given that the view builds the list by iterating over a dictionary.
zendesk_tags.insert(0, course_id)
datadog_tags.insert(0, "course_id:{}".format(course_id))
zendesk_custom_fields = [
{"id": TEST_ZENDESK_CUSTOM_FIELD_CONFIG["course_id"], "value": course_id}
]
ticket = self._build_zendesk_ticket(
recipient=TEST_SUPPORT_EMAIL,
name=fields["name"],
email=fields["email"],
subject=fields["subject"],
details=fields["details"],
tags=zendesk_tags,
custom_fields=zendesk_custom_fields
)
ticket_update = self._build_zendesk_ticket_update(TEST_REQUEST_HEADERS)
self._test_success(user, fields)
self._assert_zendesk_called(zendesk_mock_instance, ticket_id, ticket, ticket_update)
self._assert_datadog_called(datadog_mock, datadog_tags)
def test_bad_request_auth_user_no_subject(self, zendesk_mock_class, datadog_mock):
"""Test a request from an authenticated user not specifying `subject`."""
@@ -270,40 +354,92 @@ class SubmitFeedbackTest(TestCase):
the given information should have been submitted via the Zendesk API.
"""
zendesk_mock_instance = zendesk_mock_class.return_value
zendesk_mock_instance.create_ticket.return_value = 42
self._test_success(self._auth_user, self._auth_fields)
expected_zendesk_calls = [
mock.call.create_ticket(
{
"ticket": {
"recipient": "registration@example.com",
"requester": {"name": "Test User", "email": "test@edx.org"},
"subject": "a subject",
"comment": {"body": "some details"},
"tags": ["LMS"]
}
}
),
mock.call.update_ticket(
42,
{
"ticket": {
"comment": {
"public": False,
"body":
"Additional information:\n\n"
"username: test\n"
"Client IP: 1.2.3.4\n"
"Host: test_server\n"
"Page: test_referer\n"
"Browser: test_user_agent"
}
}
}
)
]
self.assertEqual(zendesk_mock_instance.mock_calls, expected_zendesk_calls)
self._assert_datadog_called(datadog_mock, with_tags=False)
user = self._auth_user
fields = self._auth_fields
ticket_id = 42
zendesk_mock_instance.create_ticket.return_value = ticket_id
ticket = self._build_zendesk_ticket(
recipient=TEST_SUPPORT_EMAIL,
name=user.profile.name,
email=user.email,
subject=fields["subject"],
details=fields["details"],
tags=["LMS"]
)
ticket_update = self._build_zendesk_ticket_update(TEST_REQUEST_HEADERS, user.username)
self._test_success(user, fields)
self._assert_zendesk_called(zendesk_mock_instance, ticket_id, ticket, ticket_update)
self._assert_datadog_called(datadog_mock, [])
@data(
("course-v1:testOrg+testCourseNumber+testCourseRun", True),
("course-v1:testOrg+testCourseNumber+testCourseRun", False),
("", None),
(None, None)
)
@unpack
@override_settings(ZENDESK_CUSTOM_FIELDS=TEST_ZENDESK_CUSTOM_FIELD_CONFIG)
def test_valid_request_auth_user_with_custom_fields(self, course_id, enrolled, zendesk_mock_class, datadog_mock):
"""
Test a valid request from an authenticated user when configured to use Zendesk Custom Fields.
The response should have a 200 (success) status code, and a ticket with
the given information should have been submitted via the Zendesk API. When course_id is
present, it should be sent to Zendesk via a custom field, along with the enrollment mode
if the user has an active enrollment for that course. When course_id is blank or missing,
the request should still be processed successfully.
"""
zendesk_mock_instance = zendesk_mock_class.return_value
user = self._auth_user
fields = self._auth_fields.copy()
if course_id is not None:
fields["course_id"] = course_id
ticket_id = 42
zendesk_mock_instance.create_ticket.return_value = ticket_id
zendesk_tags = ["LMS"]
datadog_tags = []
zendesk_custom_fields = None
if course_id:
# FIXME the tests rely on the tags being in this specific order, which doesn't seem
# reliable given that the view builds the list by iterating over a dictionary.
zendesk_tags.insert(0, course_id)
datadog_tags.insert(0, "course_id:{}".format(course_id))
zendesk_custom_fields = [
{"id": TEST_ZENDESK_CUSTOM_FIELD_CONFIG["course_id"], "value": course_id}
]
if enrolled is not None:
enrollment = CourseEnrollmentFactory.create(
user=user,
course_id=course_id,
is_active=enrolled
)
if enrollment.is_active:
zendesk_custom_fields.append(
{"id": TEST_ZENDESK_CUSTOM_FIELD_CONFIG["enrollment_mode"], "value": enrollment.mode}
)
ticket = self._build_zendesk_ticket(
recipient=TEST_SUPPORT_EMAIL,
name=user.profile.name,
email=user.email,
subject=fields["subject"],
details=fields["details"],
tags=zendesk_tags,
custom_fields=zendesk_custom_fields
)
ticket_update = self._build_zendesk_ticket_update(TEST_REQUEST_HEADERS, user.username)
self._test_success(user, fields)
self._assert_zendesk_called(zendesk_mock_instance, ticket_id, ticket, ticket_update)
self._assert_datadog_called(datadog_mock, datadog_tags)
def test_get_request(self, zendesk_mock_class, datadog_mock):
"""Test that a GET results in a 405 even with all required fields"""
@@ -329,7 +465,7 @@ class SubmitFeedbackTest(TestCase):
resp = self._build_and_run_request(self._anon_user, self._anon_fields)
self.assertEqual(resp.status_code, 500)
self.assertFalse(resp.content)
self._assert_datadog_called(datadog_mock, with_tags=True)
self._assert_datadog_called(datadog_mock, ["issue_type:{}".format(self._anon_fields["issue_type"])])
def test_zendesk_error_on_update(self, zendesk_mock_class, datadog_mock):
"""
@@ -344,7 +480,7 @@ class SubmitFeedbackTest(TestCase):
zendesk_mock_instance.update_ticket.side_effect = err
resp = self._build_and_run_request(self._anon_user, self._anon_fields)
self.assertEqual(resp.status_code, 200)
self._assert_datadog_called(datadog_mock, with_tags=True)
self._assert_datadog_called(datadog_mock, ["issue_type:{}".format(self._anon_fields["issue_type"])])
@mock.patch.dict("django.conf.settings.FEATURES", {"ENABLE_FEEDBACK_SUBMISSION": False})
def test_not_enabled(self, zendesk_mock_class, datadog_mock):

54
common/djangoapps/util/views.py
View File

@@ -25,6 +25,7 @@ from edxmako.shortcuts import render_to_response, render_to_string
from openedx.core.djangoapps.site_configuration import helpers as configuration_helpers
import track.views
from student.roles import GlobalStaff
from student.models import CourseEnrollment
log = logging.getLogger(__name__)
@@ -222,6 +223,40 @@ class _ZendeskApi(object):
return None
def _get_zendesk_custom_field_context(request):
"""
Construct a dictionary of data that can be stored in Zendesk custom fields.
"""
context = {}
course_id = request.POST.get("course_id")
if not course_id:
return context
context["course_id"] = course_id
if not request.user.is_authenticated():
return context
enrollment = CourseEnrollment.get_enrollment(request.user, CourseKey.from_string(course_id))
if enrollment and enrollment.is_active:
context["enrollment_mode"] = enrollment.mode
return context
def _format_zendesk_custom_fields(context):
"""
Format the data in `context` for compatibility with the Zendesk API.
Ignore any keys that have not been configured in `ZENDESK_CUSTOM_FIELDS`.
"""
custom_fields = []
for key, val, in settings.ZENDESK_CUSTOM_FIELDS.items():
if key in context:
custom_fields.append({"id": val, "value": context[key]})
return custom_fields
def _record_feedback_in_zendesk(
realname,
email,
@@ -231,7 +266,8 @@ def _record_feedback_in_zendesk(
additional_info,
group_name=None,
require_update=False,
support_email=None
support_email=None,
custom_fields=None
):
"""
Create a new user-requested Zendesk ticket.
@@ -246,6 +282,8 @@ def _record_feedback_in_zendesk(
If `require_update` is provided, returns False when the update does not
succeed. This allows using the private comment to add necessary information
which the user will not see in followup emails from support.
If `custom_fields` is provided, submits data to those fields in Zendesk.
"""
zendesk_api = _ZendeskApi()
@@ -271,6 +309,10 @@ def _record_feedback_in_zendesk(
"tags": zendesk_tags
}
}
if custom_fields:
new_ticket["ticket"]["custom_fields"] = custom_fields
group = None
if group_name is not None:
group = zendesk_api.get_group(group_name)
@@ -322,7 +364,7 @@ def get_feedback_form_context(request):
context["subject"] = request.POST["subject"]
context["details"] = request.POST["details"]
context["tags"] = dict(
[(tag, request.POST[tag]) for tag in ["issue_type", "course_id"] if tag in request.POST]
[(tag, request.POST[tag]) for tag in ["issue_type", "course_id"] if request.POST.get(tag)]
)
context["additional_info"] = {}
@@ -412,6 +454,11 @@ def submit_feedback(request):
if not settings.ZENDESK_URL or not settings.ZENDESK_USER or not settings.ZENDESK_API_KEY:
raise Exception("Zendesk enabled but not configured")
custom_fields = None
if settings.ZENDESK_CUSTOM_FIELDS:
custom_field_context = _get_zendesk_custom_field_context(request)
custom_fields = _format_zendesk_custom_fields(custom_field_context)
success = _record_feedback_in_zendesk(
context["realname"],
context["email"],
@@ -419,7 +466,8 @@ def submit_feedback(request):
context["details"],
context["tags"],
context["additional_info"],
support_email=context["support_email"]
support_email=context["support_email"],
custom_fields=custom_fields
)
_record_feedback_in_datadog(context["tags"])