Adding notifications to dedicated channel cases (#4916)

Co-authored-by: Will Sheldon <[email protected]>

src/dispatch/case/flows.py

@@ -33,6 +33,11 @@
 from dispatch.storage.enums import StorageAction
 from dispatch.ticket import flows as ticket_flows
 
+from .messaging import (
+    send_case_created_notifications,
+    send_case_update_notifications,
+)
+
 from .models import Case, CaseStatus
 from .service import get
 
@@ -216,6 +221,9 @@ def case_new_create_flow(
     db_session.add(case)
     db_session.commit()
 
+    if case.dedicated_channel:
+        send_case_created_notifications(case, db_session)
+
     if case.case_priority.page_assignee:
         if not service_id:
             if case.case_type.oncall_service:
@@ -386,6 +394,10 @@ def case_update_flow(
         if case_details_changed(case, previous_case):
             conversation_flows.set_conversation_topic(case, db_session)
 
+    # we send the case update notifications
+    if case.dedicated_channel:
+        send_case_update_notifications(case, previous_case, db_session)
+
 
 def case_delete_flow(case: Case, db_session: SessionLocal):
     """Runs the case delete flow."""

src/dispatch/case/messaging.py

@@ -6,21 +6,36 @@
 """
 import logging
 
-from dispatch.database.core import SessionLocal
-from dispatch.case.models import Case
+from sqlalchemy.orm import Session
+
+from dispatch.database.core import resolve_attr
+from dispatch.case.models import Case, CaseRead
 from dispatch.messaging.strings import (
     CASE_CLOSE_REMINDER,
     CASE_TRIAGE_REMINDER,
+    CASE_NOTIFICATION,
+    CASE_NOTIFICATION_COMMON,
+    CASE_NAME_WITH_ENGAGEMENT,
+    CASE_NAME_WITH_ENGAGEMENT_NO_SELF_JOIN,
+    CASE_NAME,
+    CASE_ASSIGNEE,
+    CASE_STATUS_CHANGE,
+    CASE_TYPE_CHANGE,
+    CASE_SEVERITY_CHANGE,
+    CASE_PRIORITY_CHANGE,
     MessageType,
 )
 from dispatch.config import DISPATCH_UI_URL
 from dispatch.plugin import service as plugin_service
+from dispatch.event import service as event_service
+from dispatch.notification import service as notification_service
 
+from .enums import CaseStatus
 
 log = logging.getLogger(__name__)
 
 
-def send_case_close_reminder(case: Case, db_session: SessionLocal) -> None:
+def send_case_close_reminder(case: Case, db_session: Session) -> None:
     """
     Sends a direct message to the assignee reminding them to close the case if possible.
     """
@@ -57,7 +72,7 @@ def send_case_close_reminder(case: Case, db_session: SessionLocal) -> None:
     log.debug(f"Case close reminder sent to {case.assignee.individual.email}.")
 
 
-def send_case_triage_reminder(case: Case, db_session: SessionLocal) -> None:
+def send_case_triage_reminder(case: Case, db_session: Session) -> None:
     """
     Sends a direct message to the assignee reminding them to triage the case if possible.
     """
@@ -93,3 +108,197 @@ def send_case_triage_reminder(case: Case, db_session: SessionLocal) -> None:
     )
 
     log.debug(f"Case triage reminder sent to {case.assignee.individual.email}.")
+
+
+def send_case_created_notifications(case: Case, db_session: Session):
+    """Sends case created notifications."""
+    notification_template = CASE_NOTIFICATION.copy()
+
+    if case.status != CaseStatus.closed:
+        if case.project.allow_self_join:
+            notification_template.insert(0, CASE_NAME_WITH_ENGAGEMENT)
+        else:
+            notification_template.insert(0, CASE_NAME_WITH_ENGAGEMENT_NO_SELF_JOIN)
+    else:
+        notification_template.insert(0, CASE_NAME)
+
+    case_description = (
+        case.description
+        if len(case.description) <= 500
+        else f"{case.description[:500]}..."
+    )
+
+    notification_kwargs = {
+        "name": case.name,
+        "title": case.title,
+        "description": case_description,
+        "visibility": case.visibility,
+        "status": case.status,
+        "type": case.case_type.name,
+        "type_description": case.case_type.description,
+        "severity": case.case_severity.name,
+        "severity_description": case.case_severity.description,
+        "priority": case.case_priority.name,
+        "priority_description": case.case_priority.description,
+        "reporter_fullname": case.reporter.individual.name,
+        "reporter_team": case.reporter.team,
+        "reporter_weblink": case.reporter.individual.weblink,
+        "assignee_fullname": case.assignee.individual.name,
+        "assignee_team": case.assignee.team,
+        "assignee_weblink": case.assignee.individual.weblink,
+        "document_weblink": resolve_attr(case, "case_document.weblink"),
+        "storage_weblink": resolve_attr(case, "storage.weblink"),
+        "ticket_weblink": resolve_attr(case, "ticket.weblink"),
+        "contact_fullname": case.assignee.individual.name,
+        "contact_weblink": case.assignee.individual.weblink,
+        "case_id": case.id,
+        "organization_slug": case.project.organization.slug,
+    }
+
+    notification_params = {
+        "text": "Case Notification",
+        "type": MessageType.case_notification,
+        "template": notification_template,
+        "kwargs": notification_kwargs,
+    }
+
+    notification_service.filter_and_send(
+        db_session=db_session,
+        project_id=case.project.id,
+        class_instance=case,
+        notification_params=notification_params,
+    )
+
+    event_service.log_case_event(
+        db_session=db_session,
+        source="Dispatch Core App",
+        description="Case notifications sent",
+        case_id=case.id,
+    )
+
+    log.debug("Case created notifications sent.")
+
+
+def send_case_update_notifications(
+    case: Case, previous_case: CaseRead, db_session: Session
+):
+    """Sends notifications about case changes."""
+    notification_text = "Case Notification"
+    notification_type = MessageType.case_notification
+    notification_template = CASE_NOTIFICATION_COMMON.copy()
+
+    change = False
+    if previous_case.status != case.status:
+        change = True
+        notification_template.append(CASE_STATUS_CHANGE)
+        if previous_case.case_type.name != case.case_type.name:
+            notification_template.append(CASE_TYPE_CHANGE)
+
+        if previous_case.case_severity.name != case.case_severity.name:
+            notification_template.append(CASE_SEVERITY_CHANGE)
+
+        if previous_case.case_priority.name != case.case_priority.name:
+            notification_template.append(CASE_PRIORITY_CHANGE)
+    else:
+        if case.status != CaseStatus.closed:
+            if previous_case.case_type.name != case.case_type.name:
+                change = True
+                notification_template.append(CASE_TYPE_CHANGE)
+
+            if previous_case.case_severity.name != case.case_severity.name:
+                change = True
+                notification_template.append(CASE_SEVERITY_CHANGE)
+
+            if previous_case.case_priority.name != case.case_priority.name:
+                change = True
+                notification_template.append(CASE_PRIORITY_CHANGE)
+
+    if not change:
+        # we don't need to send notifications
+        log.debug("Case updated notifications not sent. No changes were made.")
+        return
+
+    notification_template.append(CASE_ASSIGNEE)
+
+    # we send an update to the case conversation if the case is active or stable
+    if case.status != CaseStatus.closed:
+        case_conversation_notification_template = notification_template.copy()
+        case_conversation_notification_template.insert(0, CASE_NAME)
+
+        convo_plugin = plugin_service.get_active_instance(
+            db_session=db_session, project_id=case.project.id, plugin_type="conversation"
+        )
+        if convo_plugin:
+            convo_plugin.instance.send(
+                case.conversation.channel_id,
+                notification_text,
+                case_conversation_notification_template,
+                notification_type,
+                assignee_fullname=case.assignee.individual.name,
+                assignee_team=case.assignee.team,
+                assignee_weblink=case.assignee.individual.weblink,
+                case_priority_new=case.case_priority.name,
+                case_priority_old=previous_case.case_priority.name,
+                case_severity_new=case.case_severity.name,
+                case_severity_old=previous_case.case_severity.name,
+                case_status_new=case.status,
+                case_status_old=previous_case.status,
+                case_type_new=case.case_type.name,
+                case_type_old=previous_case.case_type.name,
+                name=case.name,
+                ticket_weblink=case.ticket.weblink,
+                title=case.title,
+                escalated_to_incident=case.incidents[0] if case.incidents else None,
+            )
+        else:
+            log.debug(
+                "Case updated notification not sent to case conversation. No conversation plugin enabled."  # noqa
+            )
+
+    # we send a notification to the notification conversations and emails
+    fyi_notification_template = notification_template.copy()
+    if case.status != CaseStatus.closed:
+        if case.project.allow_self_join:
+            fyi_notification_template.insert(0, CASE_NAME_WITH_ENGAGEMENT)
+        else:
+            fyi_notification_template.insert(0, CASE_NAME_WITH_ENGAGEMENT_NO_SELF_JOIN)
+    else:
+        fyi_notification_template.insert(0, CASE_NAME)
+
+    notification_kwargs = {
+        "assignee_fullname": case.assignee.individual.name,
+        "assignee_team": case.assignee.team,
+        "assignee_weblink": case.assignee.individual.weblink,
+        "contact_fullname": case.assignee.individual.name,
+        "contact_weblink": case.assignee.individual.weblink,
+        "case_id": case.id,
+        "case_priority_new": case.case_priority.name,
+        "case_priority_old": previous_case.case_priority.name,
+        "case_severity_new": case.case_severity.name,
+        "case_severity_old": previous_case.case_severity.name,
+        "case_status_new": case.status,
+        "case_status_old": previous_case.status,
+        "case_type_new": case.case_type.name,
+        "case_type_old": previous_case.case_type.name,
+        "name": case.name,
+        "organization_slug": case.project.organization.slug,
+        "ticket_weblink": resolve_attr(case, "ticket.weblink"),
+        "title": case.title,
+        "escalated_to_incident": case.incidents[0] if case.incidents else None,
+    }
+
+    notification_params = {
+        "text": notification_text,
+        "type": notification_type,
+        "template": fyi_notification_template,
+        "kwargs": notification_kwargs,
+    }
+
+    notification_service.filter_and_send(
+        db_session=db_session,
+        project_id=case.project.id,
+        class_instance=case,
+        notification_params=notification_params,
+    )
+
+    log.debug("Case updated notifications sent.")

src/dispatch/messaging/email/utils.py

@@ -27,6 +27,7 @@ def get_template(message_type: MessageType, project_id: int):
         MessageType.incident_completed_form_notification: ("notification.mjml", None),
         MessageType.incident_executive_report: ("executive_report.mjml", None),
         MessageType.incident_notification: ("notification.mjml", None),
+        MessageType.case_notification: ("notification.mjml", None),
         MessageType.incident_participant_welcome: ("notification.mjml", None),
         MessageType.incident_tactical_report: ("tactical_report.mjml", None),
         MessageType.incident_task_reminder: (