Allow to use issue templates on service desk

Let issue templates be applied on service desk issues

db/migrate/20191105134413_create_service_desk_settings.rb

+# frozen_string_literal: true
+
+class CreateServiceDeskSettings < ActiveRecord::Migration[5.2]
+  DOWNTIME = false
+
+  def change
+    create_table :service_desk_settings, id: false do |t|
+      t.references :project,
+                   primary_key: true,
+                   default: nil,
+                   null: false,
+                   index: false,
+                   foreign_key: { on_delete: :cascade }
+
+      t.string :issue_template_key, limit: 255
+    end
+  end
+end

db/schema.rb

@@ -3486,6 +3486,10 @@ ActiveRecord::Schema.define(version: 2019_11_15_091425) do
     t.index ["reply_key"], name: "index_sent_notifications_on_reply_key", unique: true
   end
 
+  create_table "service_desk_settings", primary_key: "project_id", id: :bigint, default: nil, force: :cascade do |t|
+    t.string "issue_template_key", limit: 255
+  end
+
   create_table "services", id: :serial, force: :cascade do |t|
     t.string "type"
     t.string "title"
@@ -4509,6 +4513,7 @@ ActiveRecord::Schema.define(version: 2019_11_15_091425) do
   add_foreign_key "scim_oauth_access_tokens", "namespaces", column: "group_id", on_delete: :cascade
   add_foreign_key "self_managed_prometheus_alert_events", "environments", on_delete: :cascade
   add_foreign_key "self_managed_prometheus_alert_events", "projects", on_delete: :cascade
+  add_foreign_key "service_desk_settings", "projects", on_delete: :cascade
   add_foreign_key "services", "projects", name: "fk_71cce407f9", on_delete: :cascade
   add_foreign_key "slack_integrations", "services", on_delete: :cascade
   add_foreign_key "smartcard_identities", "users", on_delete: :cascade

ee/app/controllers/projects/service_desk_controller.rb

@@ -10,6 +10,8 @@ class Projects::ServiceDeskController < Projects::ApplicationController
   def update
     Projects::UpdateService.new(project, current_user, { service_desk_enabled: params[:service_desk_enabled] }).execute
 
+    ServiceDeskSetting.update_template_key_for(project: project, issue_template_key: params[:issue_template_key])
+
     json_response
   end
 
@@ -17,8 +19,15 @@ class Projects::ServiceDeskController < Projects::ApplicationController
 
   def json_response
     respond_to do |format|
+      service_desk_settings = project.service_desk_setting
+
       service_desk_attributes =
-        { service_desk_address: project.service_desk_address, service_desk_enabled: project.service_desk_enabled }
+        {
+          service_desk_address: project.service_desk_address,
+          service_desk_enabled: project.service_desk_enabled,
+          issue_template_key: service_desk_settings&.issue_template_key,
+          template_file_missing: service_desk_settings&.issue_template_missing?
+        }
 
       format.json { render json: service_desk_attributes }
     end

ee/app/models/ee/project.rb

@@ -48,6 +48,7 @@ module EE
       has_one :gitlab_slack_application_service
       has_one :alerts_service
 
+      has_one :service_desk_setting, class_name: 'ServiceDeskSetting'
       has_one :tracing_setting, class_name: 'ProjectTracingSetting'
       has_one :alerting_setting, inverse_of: :project, class_name: 'Alerting::ProjectAlertingSetting'
       has_one :incident_management_setting, inverse_of: :project, class_name: 'IncidentManagement::ProjectIncidentManagementSetting'

ee/app/models/service_desk_setting.rb

+# frozen_string_literal: true
+
+class ServiceDeskSetting < ApplicationRecord
+  include Gitlab::Utils::StrongMemoize
+
+  belongs_to :project
+  validates :project_id, presence: true
+  validate :valid_issue_template
+
+  def self.update_template_key_for(project:, issue_template_key:)
+    return unless issue_template_key
+
+    settings = safe_find_or_create_by!(project_id: project.id)
+    settings.update!(issue_template_key: issue_template_key)
+
+    settings
+  end
+
+  def issue_template_content
+    strong_memoize(:issue_template_content) do
+      next unless issue_template_key.present?
+
+      Gitlab::Template::IssueTemplate.find(issue_template_key, project).content
+    rescue ::Gitlab::Template::Finders::RepoTemplateFinder::FileNotFoundError
+    end
+  end
+
+  def issue_template_missing?
+    issue_template_key.present? && !issue_template_content.present?
+  end
+
+  def valid_issue_template
+    if issue_template_missing?
+      errors.add(:issue_template_key, "Issue template empty or not found")
+    end
+  end
+end

ee/changelogs/unreleased/issue_2030.yml

+---
+title: Use issue templates on service desk(backend)
+merge_request: 19515
+author:
+type: added

ee/lib/gitlab/email/handler/ee/service_desk_handler.rb

@@ -9,6 +9,7 @@ module Gitlab
       module EE
         class ServiceDeskHandler < BaseHandler
           include ReplyProcessing
+          include Gitlab::Utils::StrongMemoize
 
           HANDLER_REGEX        = /\A#{HANDLER_ACTION_BASE_REGEX}-issue-\z/.freeze
           HANDLER_REGEX_LEGACY = /\A(?<project_path>[^\+]*)\z/.freeze
@@ -62,18 +63,59 @@ module Gitlab
               project,
               User.support_bot,
               title: issue_title,
-              description: message_including_reply,
+              description: message_including_template,
               confidential: true,
               service_desk_reply_to: from_address
             ).execute
 
             raise InvalidIssueError unless @issue.persisted?
+
+            if service_desk_setting&.issue_template_missing?
+              create_template_not_found_note(@issue)
+            end
           end
 
           def send_thank_you_email!
             Notify.service_desk_thank_you_email(@issue.id).deliver_later!
           end
 
+          def message_including_template
+            description = message_including_reply
+            template_content = service_desk_setting&.issue_template_content
+
+            if template_content.present?
+              description += "  \n" + template_content
+            end
+
+            description
+          end
+
+          def service_desk_setting
+            strong_memoize(:service_desk_setting) do
+              project.service_desk_setting
+            end
+          end
+
+          def create_template_not_found_note(issue)
+            issue_template_key = service_desk_setting&.issue_template_key
+
+            warning_note = <<-MD.strip_heredoc
+              WARNING: The template file #{issue_template_key}.md used for service desk issues is empty or could not be found.
+              Please check service desk settings and update the file to be used.
+            MD
+
+            note_params = {
+              noteable: issue,
+              note: warning_note
+            }
+
+            ::Notes::CreateService.new(
+              project,
+              User.support_bot,
+              note_params
+            ).execute
+          end
+
           def from_address
             (mail.reply_to || []).first || mail.from.first || mail.sender
           end

ee/spec/controllers/projects/service_desk_controller_spec.rb

@@ -37,6 +37,30 @@ describe Projects::ServiceDeskController do
         expect(response.status).to eq(404)
       end
     end
+
+    context 'when issue template is present' do
+      it 'returns template_file_missing as false' do
+        template_path = '.gitlab/issue_templates/service_desk.md'
+        project.repository.create_file(user, template_path, 'text from template', message: 'message', branch_name: 'master')
+        ServiceDeskSetting.update_template_key_for(project: project, issue_template_key: 'service_desk')
+
+        get :show, params: { namespace_id: project.namespace.to_param, project_id: project }, format: :json
+
+        response_hash = JSON.parse(response.body)
+        expect(response_hash['template_file_missing']).to eq(false)
+      end
+    end
+
+    context 'when issue template file becomes outdated' do
+      it 'returns template_file_missing as true' do
+        service = ServiceDeskSetting.new(project_id: project.id, issue_template_key: 'deleted')
+        service.save(validate: false)
+
+        get :show, params: { namespace_id: project.namespace.to_param, project_id: project }, format: :json
+
+        expect(json_response['template_file_missing']).to eq(true)
+      end
+    end
   end
 
   describe 'PUT service desk properties' do
@@ -50,6 +74,20 @@ describe Projects::ServiceDeskController do
       expect(response.status).to eq(200)
     end
 
+    it 'sets issue_template_key' do
+      template_path = '.gitlab/issue_templates/service_desk.md'
+      project.repository.create_file(user, template_path, 'template text', message: 'message', branch_name: 'master')
+      ServiceDeskSetting.update_template_key_for(project: project, issue_template_key: 'service_desk')
+
+      put :update, params: { namespace_id: project.namespace.to_param, project_id: project, issue_template_key: 'service_desk' }, format: :json
+
+      settings = project.service_desk_setting
+      expect(settings).to be_present
+      expect(settings.issue_template_key).to eq('service_desk')
+      expect(json_response['template_file_missing']).to eq(false)
+      expect(json_response['issue_template_key']).to eq('service_desk')
+    end
+
     context 'when user cannot admin the project' do
       let(:other_user) { create(:user) }
 

ee/spec/lib/gitlab/email/handler/ee/service_desk_handler_spec.rb

@@ -11,11 +11,11 @@ describe Gitlab::Email::Handler::EE::ServiceDeskHandler do
   end
 
   let(:email_raw) { email_fixture('emails/service_desk.eml', dir: 'ee') }
-  let(:namespace) { create(:namespace, name: "email") }
+  let_it_be(:namespace) { create(:namespace, name: "email") }
   let(:expected_description) { "Service desk stuff!\n\n```\na = b\n```\n\n![image](uploads/image.png)" }
 
   context 'service desk is enabled for the project' do
-    let(:project) { create(:project, :public, namespace: namespace, path: 'test', service_desk_enabled: true) }
+    let_it_be(:project) { create(:project, :repository, :public, namespace: namespace, path: 'test', service_desk_enabled: true) }
 
     before do
       allow(::EE::Gitlab::ServiceDesk).to receive(:enabled?).and_return(true)
@@ -52,6 +52,63 @@ describe Gitlab::Email::Handler::EE::ServiceDeskHandler do
 
         it_behaves_like 'a new issue request'
       end
+
+      context 'when using issue templates' do
+        let_it_be(:user) { create(:user) }
+
+        before do
+          setup_attachment
+        end
+
+        context 'and template is present' do
+          it 'appends template text to issue description' do
+            template_path = '.gitlab/issue_templates/service_desk.md'
+            project.repository.create_file(user, template_path, 'text from template', message: 'message', branch_name: 'master')
+            ServiceDeskSetting.update_template_key_for(project: project, issue_template_key: 'service_desk')
+
+            receiver.execute
+
+            issue_description = Issue.last.description
+            expect(issue_description).to include(expected_description)
+            expect(issue_description.lines.last).to eq('text from template')
+          end
+        end
+
+        context 'and template cannot be found' do
+          before do
+            service = ServiceDeskSetting.new(project_id: project.id, issue_template_key: 'unknown')
+            service.save(validate: false)
+          end
+
+          it 'does not append template text to issue description' do
+            receiver.execute
+
+            new_issue = Issue.last
+
+            expect(new_issue.description).to eq(expected_description.strip)
+          end
+
+          it 'creates support bot note on issue' do
+            receiver.execute
+
+            note = Note.last
+
+            expect(note.note).to include("WARNING: The template file unknown.md used for service desk issues is empty or could not be found.")
+            expect(note.author).to eq(User.support_bot)
+          end
+
+          it 'does not send warning note email' do
+            ActionMailer::Base.deliveries = []
+
+            perform_enqueued_jobs do
+              expect { receiver.execute }.to change { ActionMailer::Base.deliveries.size }.by(1)
+            end
+
+            # Only sends created issue email
+            expect(ActionMailer::Base.deliveries.last.text_part.body).to include("Thank you for your support request!")
+          end
+        end
+      end
     end
 
     describe '#can_handle?' do

ee/spec/models/service_desk_setting_spec.rb

+# frozen_string_literal: true
+
+require 'spec_helper'
+
+describe ServiceDeskSetting do
+  describe 'validations' do
+    it { is_expected.to validate_presence_of(:project_id) }
+  end
+
+  describe 'associations' do
+    it { is_expected.to belong_to(:project) }
+  end
+
+  describe '.update_template_key_for' do
+    let_it_be(:user) { create(:user) }
+    let_it_be(:project) { create(:project, :repository) }
+
+    context 'when template exists' do
+      it 'updates issue_template_key' do
+        template_path = '.gitlab/issue_templates/service_desk.md'
+        project.repository.create_file(user, template_path, 'Template text', message: 'message', branch_name: 'master')
+
+        described_class.update_template_key_for(project: project, issue_template_key: 'service_desk')
+
+        expect(project.service_desk_setting.issue_template_key).to eq('service_desk')
+      end
+    end
+
+    context 'when template does not exist' do
+      it 'raises error' do
+        expect do
+          described_class.update_template_key_for(project: project, issue_template_key: 'unknown')
+        end.to raise_error(ActiveRecord::RecordInvalid)
+      end
+    end
+  end
+end

lib/gitlab/import_export/import_export.yml

@@ -275,3 +275,4 @@ ee:
         - :unprotect_access_levels
       - protected_environments:
         - :deploy_access_levels
+      - :service_desk_setting

spec/lib/gitlab/import_export/all_models.yml

@@ -432,6 +432,7 @@ project:
 - downstream_projects
 - upstream_project_subscriptions
 - downstream_project_subscriptions
+- service_desk_setting
 award_emoji:
 - awardable
 - user

spec/lib/gitlab/import_export/safe_model_attributes.yml

@@ -762,3 +762,6 @@ ZoomMeeting:
 - url
 - created_at
 - updated_at
+ServiceDeskSetting:
+- project_id
+- issue_template_key