From d16b84e3aabc7e4fbaf1a15d90761a64ca2fca01 Mon Sep 17 00:00:00 2001
From: Marc Saleiko <msaleiko@gitlab.com>
Date: Tue, 12 Dec 2023 16:34:30 +0100
Subject: [PATCH 1/8] Adds convert_to_ticket quick action

This quick action allows to convert an existing
issue to a Service Desk issue.

Changelog: added
---
 .../issues/convert_to_ticket_service.rb       |  92 ++++++++++++++
 .../i_quickactions_convert_to_ticket.yml      |  24 ++++
 .../beta/convert_to_ticket_quick_action.yml   |   9 ++
 ...l_i_quickactions_convert_to_ticket_28d.yml |  27 +++++
 doc/user/project/service_desk/index.md        |   1 +
 .../service_desk/using_service_desk.md        |  17 +++
 lib/gitlab/quick_actions/issue_actions.rb     |  20 ++++
 locale/gitlab.pot                             |  24 ++++
 .../issues/convert_to_ticket_service_spec.rb  | 112 ++++++++++++++++++
 .../quick_actions/interpret_service_spec.rb   |  83 +++++++++++++
 10 files changed, 409 insertions(+)
 create mode 100644 app/services/issues/convert_to_ticket_service.rb
 create mode 100644 config/events/i_quickactions_convert_to_ticket.yml
 create mode 100644 config/feature_flags/beta/convert_to_ticket_quick_action.yml
 create mode 100644 config/metrics/counts_28d/count_total_i_quickactions_convert_to_ticket_28d.yml
 create mode 100644 spec/services/issues/convert_to_ticket_service_spec.rb

diff --git a/app/services/issues/convert_to_ticket_service.rb b/app/services/issues/convert_to_ticket_service.rb
new file mode 100644
index 00000000000000..7038ff9828a818
--- /dev/null
+++ b/app/services/issues/convert_to_ticket_service.rb
@@ -0,0 +1,92 @@
+# frozen_string_literal: true
+
+module Issues
+  class ConvertToTicketService < ::BaseProjectService
+    attr_reader :target, :email, :original_author
+
+    def initialize(target:, current_user:, email:)
+      super(project: target.project, current_user: current_user)
+
+      @target = target
+      @email = email
+      @original_author = target.author
+    end
+
+    def execute
+      return error_feature_flag unless Feature.enabled?(:convert_to_ticket_quick_action, target.project, type: :beta)
+      return error_underprivileged unless current_user.can?(:"admin_#{target.to_ability_name}", target)
+      return error_already_ticket if ticket?
+      return error_invalid_email unless valid_email?
+
+      update_target
+      add_note
+
+      ServiceResponse.success(message: success_message)
+    end
+
+    private
+
+    def update_target
+      target.update!(
+        service_desk_reply_to: email,
+        author: Users::Internal.support_bot,
+        confidential: true
+      )
+
+      # Migrate to IssueEmailParticipants::CreateService
+      # once :issue_email_participants feature flag has been removed
+      IssueEmailParticipant.create!(issue: target, email: email)
+    end
+
+    def add_note
+      message = s_(
+        "ServiceDesk|This issue has been converted to a Service Desk ticket. The email address `%{email}`\
+        is the new author of this issue. GitLab didn't send a `thank_you` Service Desk email.\
+        The original author of this issue was `%{original_author}`."
+      )
+
+      ::Notes::CreateService.new(
+        project,
+        Users::Internal.support_bot,
+        noteable: target,
+        note: format(message, email: email, original_author: original_author.to_reference),
+        internal: true
+      ).execute
+    end
+
+    def ticket?
+      target.from_service_desk?
+    end
+
+    def valid_email?
+      email.present? && IssueEmailParticipant.new(issue: target, email: email).valid?
+    end
+
+    def error(message)
+      ServiceResponse.error(message: message)
+    end
+
+    def error_feature_flag
+      # Don't translate feature flag error because it's temporary.
+      error("Feature flag convert_to_ticket_quick_action is not enabled for this project.")
+    end
+
+    def error_underprivileged
+      error(_("You don't have permission to manage this issue."))
+    end
+
+    def error_already_ticket
+      error(s_("ServiceDesk|Cannot convert to ticket because it is already a ticket."))
+    end
+
+    def error_invalid_email
+      error(
+        s_("ServiceDesk|Cannot convert issue to ticket because no email was provided or the format was invalid.")
+      )
+    end
+
+    def success_message
+      s_('ServiceDesk|Converted issue to Service Desk ticket.')
+    end
+  end
+end
diff --git a/config/events/i_quickactions_convert_to_ticket.yml b/config/events/i_quickactions_convert_to_ticket.yml
new file mode 100644
index 00000000000000..26133ee2609feb
--- /dev/null
+++ b/config/events/i_quickactions_convert_to_ticket.yml
@@ -0,0 +1,24 @@
+---
+description: When the quickaction /convert_to_ticket is executed on an issue
+category: InternalEventTracking
+action: i_quickactions_convert_to_ticket
+label_description:
+property_description:
+value_description:
+extra_properties:
+identifiers:
+- project
+- user
+- namespace
+product_section: seg
+product_stage: service_management
+product_group: respond
+milestone: "16.9"
+introduced_by_url: https://gitlab.com/gitlab-org/gitlab/-/merge_requests/121544
+distributions:
+- ce
+- ee
+tiers:
+- free
+- premium
+- ultimate
diff --git a/config/feature_flags/beta/convert_to_ticket_quick_action.yml b/config/feature_flags/beta/convert_to_ticket_quick_action.yml
new file mode 100644
index 00000000000000..10fa0210884500
--- /dev/null
+++ b/config/feature_flags/beta/convert_to_ticket_quick_action.yml
@@ -0,0 +1,9 @@
+---
+name: convert_to_ticket_quick_action
+feature_issue_url: https://gitlab.com/gitlab-org/gitlab/-/issues/433376
+introduced_by_url: https://gitlab.com/gitlab-org/gitlab/-/merge_requests/139553
+rollout_issue_url: https://gitlab.com/gitlab-com/gl-infra/production/-/issues/17488
+milestone: '16.9'
+group: group::respond
+type: beta
+default_enabled: false
diff --git a/config/metrics/counts_28d/count_total_i_quickactions_convert_to_ticket_28d.yml b/config/metrics/counts_28d/count_total_i_quickactions_convert_to_ticket_28d.yml
new file mode 100644
index 00000000000000..236e00df449dee
--- /dev/null
+++ b/config/metrics/counts_28d/count_total_i_quickactions_convert_to_ticket_28d.yml
@@ -0,0 +1,27 @@
+---
+key_path: count_total_i_quickactions_convert_to_ticket_28d
+description: Number of executions of the /convert_to_ticket quickaction on an issue
+product_section: seg
+product_stage: service_management
+product_group: respond
+performance_indicator_type: []
+value_type: number
+status: active
+milestone: "16.9"
+introduced_by_url: https://gitlab.com/gitlab-org/gitlab/-/merge_requests/121544
+time_frame: 28d
+data_source: internal_events
+data_category: optional
+instrumentation_class: TotalCountMetric
+distribution:
+- ce
+- ee
+tier:
+- free
+- premium
+- ultimate
+options:
+  events:
+    - i_quickactions_convert_to_ticket
+events:
+  - name: i_quickactions_convert_to_ticket
diff --git a/doc/user/project/service_desk/index.md b/doc/user/project/service_desk/index.md
index 566d719dac813c..2903991e02f35a 100644
--- a/doc/user/project/service_desk/index.md
+++ b/doc/user/project/service_desk/index.md
@@ -62,6 +62,7 @@ Meanwhile:
   - [As an end user (issue creator)](using_service_desk.md#as-an-end-user-issue-creator)
   - [As a responder to the issue](using_service_desk.md#as-a-responder-to-the-issue)
   - [Email contents and formatting](using_service_desk.md#email-contents-and-formatting)
+  - [Convert a regular issue to a Service Desk ticket](using_service_desk.md#convert-a-regular-issue-to-a-service-desk-ticket)
   - [Privacy considerations](using_service_desk.md#privacy-considerations)
 
 ## Troubleshooting Service Desk
diff --git a/doc/user/project/service_desk/using_service_desk.md b/doc/user/project/service_desk/using_service_desk.md
index 0680d92cda72c7..482074cb845752 100644
--- a/doc/user/project/service_desk/using_service_desk.md
+++ b/doc/user/project/service_desk/using_service_desk.md
@@ -149,6 +149,23 @@ attachments are sent as part of the email. In other cases, the email contains li
 
 In GitLab 15.9 and earlier, uploads to a comment are sent as links in the email.
 
+## Convert a regular issue to a Service Desk ticket
+
+> - [Introduced](https://gitlab.com/gitlab-org/gitlab/-/issues/433376) in GitLab 16.9 [with a flag](../../../administration/feature_flags.md) named `convert_to_ticket_quick_action`. Disabled by default.
+
+FLAG:
+On self-managed GitLab, by default this feature is not available. To make it available per group,
+an administrator can [enable the feature flag](../../../administration/feature_flags.md) named `convert_to_ticket_quick_action`.
+On GitLab.com, this feature is not available.
+
+Use the quick action `/convert_to_ticket external-issue-author@example.com` to convert any regular issue
+into a Service Desk ticket. This assigns the provided email address as the external author of the ticket
+and add them to the list of external participants. They will receive Service Desk emails for any public
+comment on the ticket and can reply to these emails. Replies will add a new comment on the ticket.
+
+GitLab doesn't send [the default `thank_you` email](configure.md#customize-emails-sent-to-the-requester).
+You can add a public comment on the ticket to let the end user know that the ticket has been created.
+
 ## Privacy considerations
 
 > - [Changed](https://gitlab.com/gitlab-org/gitlab/-/merge_requests/108901) the minimum required role to view the creator's and participant's email in GitLab 15.9.
diff --git a/lib/gitlab/quick_actions/issue_actions.rb b/lib/gitlab/quick_actions/issue_actions.rb
index b3f56e8590ac40..a045dc5e838fba 100644
--- a/lib/gitlab/quick_actions/issue_actions.rb
+++ b/lib/gitlab/quick_actions/issue_actions.rb
@@ -260,6 +260,26 @@ module IssueActions
           @execution_message[:remove_email] = response.message
         end
 
+        desc { s_('ServiceDesk|Convert issue to Service Desk ticket') }
+        explanation { s_('ServiceDesk|Converts this issue to a Service Desk ticket.') }
+        params 'external-issue-author@example.com'
+        types Issue
+        condition do
+          quick_action_target.persisted? &&
+            Feature.enabled?(:convert_to_ticket_quick_action, parent, type: :beta) &&
+            current_user.can?(:"admin_#{quick_action_target.to_ability_name}", quick_action_target) &&
+            quick_action_target.try(:from_service_desk?) == false
+        end
+        command :convert_to_ticket do |email = ""|
+          response = ::Issues::ConvertToTicketService.new(
+            target: quick_action_target,
+            current_user: current_user,
+            email: email
+          ).execute
+
+          @execution_message[:convert_to_ticket] = response.message
+        end
+
         desc { _('Promote issue to incident') }
         explanation { _('Promotes issue to incident') }
         execution_message { _('Issue has been promoted to incident') }
diff --git a/locale/gitlab.pot b/locale/gitlab.pot
index 1d430964c9b3db..77ee4f3a3967e9 100644
--- a/locale/gitlab.pot
+++ b/locale/gitlab.pot
@@ -45628,6 +45628,12 @@ msgstr ""
 msgid "ServiceDesk|CRAM-MD5"
 msgstr ""
 
+msgid "ServiceDesk|Cannot convert issue to ticket because no email was provided or the format was invalid."
+msgstr ""
+
+msgid "ServiceDesk|Cannot convert to ticket because it is already a ticket."
+msgstr ""
+
 msgid "ServiceDesk|Cannot create custom email"
 msgstr ""
 
@@ -45646,6 +45652,15 @@ msgstr ""
 msgid "ServiceDesk|Connect a custom email address your customers can use to create Service Desk issues. Forward all emails from your custom email address to the Service Desk email address of this project. GitLab will send Service Desk emails from the custom address on your behalf using your SMTP credentials. %{linkStart}Learn more about prerequisites and the verification process%{linkEnd}."
 msgstr ""
 
+msgid "ServiceDesk|Convert issue to Service Desk ticket"
+msgstr ""
+
+msgid "ServiceDesk|Converted issue to Service Desk ticket."
+msgstr ""
+
+msgid "ServiceDesk|Converts this issue to a Service Desk ticket."
+msgstr ""
+
 msgid "ServiceDesk|Copy Service Desk email address"
 msgstr ""
 
@@ -45817,6 +45832,12 @@ msgstr ""
 msgid "ServiceDesk|This also adds an internal comment that mentions the assignees of the issue."
 msgstr ""
 
+msgid ""
+"ServiceDesk|This issue has been converted to a Service Desk ticket. The email address `%{email}`\\\n"
+"        is the new author of this issue. GitLab didn't send a `thank_you` Service Desk email.\\\n"
+"        The original author of this issue was `%{original_author}`."
+msgstr ""
+
 msgid "ServiceDesk|This issue has been reopened because it received a new comment from an external participant."
 msgstr ""
 
@@ -56797,6 +56818,9 @@ msgstr ""
 msgid "You don't have permission to manage email participants."
 msgstr ""
 
+msgid "You don't have permission to manage this issue."
+msgstr ""
+
 msgid "You don't have permission to view this epic"
 msgstr ""
 
diff --git a/spec/services/issues/convert_to_ticket_service_spec.rb b/spec/services/issues/convert_to_ticket_service_spec.rb
new file mode 100644
index 00000000000000..b688cffef5f964
--- /dev/null
+++ b/spec/services/issues/convert_to_ticket_service_spec.rb
@@ -0,0 +1,112 @@
+# frozen_string_literal: true
+
+require 'spec_helper'
+
+RSpec.describe Issues::ConvertToTicketService, feature_category: :service_desk do
+  shared_examples 'a successful service execution' do
+    it 'converts issue to Service Desk issue', :aggregate_failures do
+      original_author = issue.author
+
+      response = service.execute
+      expect(response).to be_success
+      expect(response.message).to eq(success_message)
+
+      issue.reset
+
+      expect(issue).to have_attributes(
+        confidential: true,
+        author: support_bot,
+        service_desk_reply_to: 'user@example.com'
+      )
+
+      external_participant = issue.issue_email_participants.last
+      expect(external_participant.email).to eq(email)
+
+      note = issue.notes.last
+      expect(note.author).to eq(support_bot)
+      expect(note.note).to include(email)
+      expect(note.note).to include(original_author.to_reference)
+    end
+  end
+
+  shared_examples 'a failed service execution' do
+    it 'returns error ServiceResponse with message', :aggregate_failures do
+      response = service.execute
+      expect(response).to be_error
+      expect(response.message).to eq(error_message)
+    end
+  end
+
+  describe '#execute' do
+    let_it_be_with_reload(:project) { create(:project) }
+    let_it_be(:user) { create(:user) }
+    let_it_be(:support_bot) { Users::Internal.support_bot }
+    let_it_be_with_reload(:issue) { create(:issue, project: project) }
+
+    let(:email) { nil }
+    let(:service) { described_class.new(target: issue, current_user: user, email: email) }
+
+    let(:error_feature_flag) { "Feature flag convert_to_ticket_quick_action is not enabled for this project." }
+    let(:error_underprivileged) { _("You don't have permission to manage this issue.") }
+    let(:error_already_ticket) { s_("ServiceDesk|Cannot convert to ticket because it is already a ticket.") }
+    let(:error_invalid_email) do
+      s_("ServiceDesk|Cannot convert issue to ticket because no email was provided or the format was invalid.")
+    end
+
+    let(:success_message) { s_('ServiceDesk|Converted issue to Service Desk ticket.') }
+
+    context 'when the user is not a project member' do
+      let(:error_message) { error_underprivileged }
+
+      it_behaves_like 'a failed service execution'
+    end
+
+    context 'when user has the reporter role in project' do
+      before_all do
+        project.add_developer(user)
+      end
+
+      context 'without email' do
+        let(:error_message) { error_invalid_email }
+
+        it_behaves_like 'a failed service execution'
+      end
+
+      context 'with invalid email' do
+        let(:email) { 'not-a-valid-email' }
+        let(:error_message) { error_invalid_email }
+
+        it_behaves_like 'a failed service execution'
+      end
+
+      context 'with valid email' do
+        let(:email) { 'user@example.com' }
+
+        it_behaves_like 'a successful service execution'
+
+        context 'when issue is Service Desk issue' do
+          let(:error_message) { error_already_ticket }
+
+          before do
+            issue.update!(
+              author: Users::Internal.support_bot,
+              service_desk_reply_to: 'user@example.com'
+            )
+          end
+
+          it_behaves_like 'a failed service execution'
+        end
+      end
+    end
+
+    context 'when feature flag convert_to_ticket_quick_action is disabled' do
+      let(:error_message) { error_feature_flag }
+
+      before do
+        stub_feature_flags(convert_to_ticket_quick_action: false)
+      end
+
+      it_behaves_like 'a failed service execution'
+    end
+  end
+end
diff --git a/spec/services/quick_actions/interpret_service_spec.rb b/spec/services/quick_actions/interpret_service_spec.rb
index 5bb6aab56fda37..7b0c60447ad3c1 100644
--- a/spec/services/quick_actions/interpret_service_spec.rb
+++ b/spec/services/quick_actions/interpret_service_spec.rb
@@ -2566,6 +2566,89 @@
       end
     end
 
+    describe 'convert_to_ticket command' do
+      shared_examples 'a failed command execution' do
+        it 'fails with message' do
+          _, _, message = convert_to_ticket
+
+          expect(message).to eq(expected_message)
+          expect(issuable).to have_attributes(
+            confidential: false,
+            author_id: original_author.id,
+            service_desk_reply_to: nil
+          )
+        end
+      end
+
+      let_it_be_with_reload(:issuable) { issue }
+      let_it_be(:original_author) { issue.author }
+
+      let(:content) { '/convert_to_ticket' }
+      let(:expected_message) do
+        s_("ServiceDesk|Cannot convert issue to ticket because no email was provided or the format was invalid.")
+      end
+
+      subject(:convert_to_ticket) { service.execute(content, issuable) }
+
+      it 'is part of the available commands' do
+        expect(service.available_commands(issuable)).to include(a_hash_including(name: :convert_to_ticket))
+      end
+
+      it_behaves_like 'a failed command execution'
+
+      context 'when parameter is not an email' do
+        let(:content) { '/convert_to_ticket no-email-at-all' }
+
+        it_behaves_like 'a failed command execution'
+      end
+
+      context 'when parameter is an email' do
+        let(:content) { '/convert_to_ticket user@example.com' }
+
+        it 'converts issue to Service Desk issue' do
+          _, _, message = convert_to_ticket
+
+          expect(message).to eq(s_('ServiceDesk|Converted issue to Service Desk ticket.'))
+          expect(issuable).to have_attributes(
+            confidential: true,
+            author_id: Users::Internal.support_bot.id,
+            service_desk_reply_to: 'user@example.com'
+          )
+        end
+      end
+
+      context 'when issue is Service Desk issue' do
+        before do
+          issue.update!(
+            author: Users::Internal.support_bot,
+            service_desk_reply_to: 'user@example.com'
+          )
+        end
+
+        it 'is not part of the available commands' do
+          expect(service.available_commands(issuable)).not_to include(a_hash_including(name: :convert_to_ticket))
+        end
+      end
+
+      context 'with non-persisted issue' do
+        let(:issuable) { build(:issue) }
+
+        it 'is not part of the available commands' do
+          expect(service.available_commands(issuable)).not_to include(a_hash_including(name: :convert_to_ticket))
+        end
+      end
+
+      context 'with feature flag convert_to_ticket_quick_action disabled' do
+        before do
+          stub_feature_flags(convert_to_ticket_quick_action: false)
+        end
+
+        it 'is not part of the available commands' do
+          expect(service.available_commands(issuable)).not_to include(a_hash_including(name: :convert_to_ticket))
+        end
+      end
+    end
+
     context 'severity command' do
       let_it_be_with_reload(:issuable) { create(:incident, project: project) }
 
-- 
GitLab


From 52da2e251eb9f0ed50309458b1a95e89235eeab5 Mon Sep 17 00:00:00 2001
From: Marc Saleiko <msaleiko@gitlab.com>
Date: Thu, 1 Feb 2024 16:36:40 +0100
Subject: [PATCH 2/8] Applies backend review suggestion

---
 app/services/issues/convert_to_ticket_service.rb | 11 ++++++-----
 locale/gitlab.pot                                |  5 +----
 2 files changed, 7 insertions(+), 9 deletions(-)

diff --git a/app/services/issues/convert_to_ticket_service.rb b/app/services/issues/convert_to_ticket_service.rb
index 7038ff9828a818..51e042aaa6fb12 100644
--- a/app/services/issues/convert_to_ticket_service.rb
+++ b/app/services/issues/convert_to_ticket_service.rb
@@ -1,11 +1,11 @@
 # frozen_string_literal: true
 
 module Issues
-  class ConvertToTicketService < ::BaseProjectService
+  class ConvertToTicketService < ::BaseContainerService
     attr_reader :target, :email, :original_author
 
     def initialize(target:, current_user:, email:)
-      super(project: target.project, current_user: current_user)
+      super(container: target.project, current_user: current_user)
 
       @target = target
       @email = email
@@ -40,9 +40,10 @@ def update_target
 
     def add_note
       message = s_(
-        "ServiceDesk|This issue has been converted to a Service Desk ticket. The email address `%{email}`\
-        is the new author of this issue. GitLab didn't send a `thank_you` Service Desk email.\
-        The original author of this issue was `%{original_author}`."
+        "ServiceDesk|This issue has been converted to a Service Desk ticket. " \
+        "The email address `%{email}` is the new author of this issue. " \
+        "GitLab didn't send a `thank_you` Service Desk email. " \
+        "The original author of this issue was `%{original_author}`."
       )
 
       ::Notes::CreateService.new(
diff --git a/locale/gitlab.pot b/locale/gitlab.pot
index 77ee4f3a3967e9..5219076ee2fbb1 100644
--- a/locale/gitlab.pot
+++ b/locale/gitlab.pot
@@ -45832,10 +45832,7 @@ msgstr ""
 msgid "ServiceDesk|This also adds an internal comment that mentions the assignees of the issue."
 msgstr ""
 
-msgid ""
-"ServiceDesk|This issue has been converted to a Service Desk ticket. The email address `%{email}`\\\n"
-"        is the new author of this issue. GitLab didn't send a `thank_you` Service Desk email.\\\n"
-"        The original author of this issue was `%{original_author}`."
+msgid "ServiceDesk|This issue has been converted to a Service Desk ticket. The email address `%{email}` is the new author of this issue. GitLab didn't send a `thank_you` Service Desk email. The original author of this issue was `%{original_author}`."
 msgstr ""
 
 msgid "ServiceDesk|This issue has been reopened because it received a new comment from an external participant."
-- 
GitLab


From f7f0a9dbe774d73075e4c15f97ff75e620fe6f1f Mon Sep 17 00:00:00 2001
From: Marc Saleiko <msaleiko@gitlab.com>
Date: Thu, 1 Feb 2024 17:09:55 +0100
Subject: [PATCH 3/8] Updated events definition

---
 ...uickactions_convert_to_ticket_monthly.yml} |  9 +++----
 ..._quickactions_convert_to_ticket_weekly.yml | 26 +++++++++++++++++++
 2 files changed, 30 insertions(+), 5 deletions(-)
 rename config/metrics/counts_28d/{count_total_i_quickactions_convert_to_ticket_28d.yml => count_total_i_quickactions_convert_to_ticket_monthly.yml} (60%)
 create mode 100644 config/metrics/counts_7d/count_total_i_quickactions_convert_to_ticket_weekly.yml

diff --git a/config/metrics/counts_28d/count_total_i_quickactions_convert_to_ticket_28d.yml b/config/metrics/counts_28d/count_total_i_quickactions_convert_to_ticket_monthly.yml
similarity index 60%
rename from config/metrics/counts_28d/count_total_i_quickactions_convert_to_ticket_28d.yml
rename to config/metrics/counts_28d/count_total_i_quickactions_convert_to_ticket_monthly.yml
index 236e00df449dee..7a7ca75f1c2087 100644
--- a/config/metrics/counts_28d/count_total_i_quickactions_convert_to_ticket_28d.yml
+++ b/config/metrics/counts_28d/count_total_i_quickactions_convert_to_ticket_monthly.yml
@@ -1,6 +1,6 @@
 ---
-key_path: count_total_i_quickactions_convert_to_ticket_28d
-description: Number of executions of the /convert_to_ticket quickaction on an issue
+key_path: counts.count_total_i_quickactions_convert_to_ticket_monthly
+description: Monthly count of executions of the /convert_to_ticket quickaction on an issue
 product_section: seg
 product_stage: service_management
 product_group: respond
@@ -12,7 +12,6 @@ introduced_by_url: https://gitlab.com/gitlab-org/gitlab/-/merge_requests/121544
 time_frame: 28d
 data_source: internal_events
 data_category: optional
-instrumentation_class: TotalCountMetric
 distribution:
 - ce
 - ee
@@ -22,6 +21,6 @@ tier:
 - ultimate
 options:
   events:
-    - i_quickactions_convert_to_ticket
+  - i_quickactions_convert_to_ticket
 events:
-  - name: i_quickactions_convert_to_ticket
+- name: i_quickactions_convert_to_ticket
diff --git a/config/metrics/counts_7d/count_total_i_quickactions_convert_to_ticket_weekly.yml b/config/metrics/counts_7d/count_total_i_quickactions_convert_to_ticket_weekly.yml
new file mode 100644
index 00000000000000..a5a3318abfe9fc
--- /dev/null
+++ b/config/metrics/counts_7d/count_total_i_quickactions_convert_to_ticket_weekly.yml
@@ -0,0 +1,26 @@
+---
+key_path: counts.count_total_i_quickactions_convert_to_ticket_weekly
+description: Weekly count of executions of the /convert_to_ticket quickaction on an issue
+product_section: seg
+product_stage: service_management
+product_group: respond
+performance_indicator_type: []
+value_type: number
+status: active
+milestone: '16.9'
+introduced_by_url: https://gitlab.com/gitlab-org/gitlab/-/merge_requests/121544
+time_frame: 7d
+data_source: internal_events
+data_category: optional
+distribution:
+- ce
+- ee
+tier:
+- free
+- premium
+- ultimate
+options:
+  events:
+  - i_quickactions_convert_to_ticket
+events:
+- name: i_quickactions_convert_to_ticket
-- 
GitLab


From ebebc5400f1220d03cb9e733ba3457302a5b946e Mon Sep 17 00:00:00 2001
From: Marc Saleiko <msaleiko@gitlab.com>
Date: Mon, 5 Feb 2024 11:40:14 +0100
Subject: [PATCH 4/8] Use internal events for quick action

---
 .../issues/convert_to_ticket_service.rb       |  2 +-
 .../i_quickactions_convert_to_ticket.yml      |  8 +------
 .../quick_action_activity_unique_counter.rb   | 13 +++++++++++-
 ...ick_action_activity_unique_counter_spec.rb | 21 ++++++++++++++++---
 4 files changed, 32 insertions(+), 12 deletions(-)

diff --git a/app/services/issues/convert_to_ticket_service.rb b/app/services/issues/convert_to_ticket_service.rb
index 51e042aaa6fb12..2fadad89ca45c4 100644
--- a/app/services/issues/convert_to_ticket_service.rb
+++ b/app/services/issues/convert_to_ticket_service.rb
@@ -5,7 +5,7 @@ class ConvertToTicketService < ::BaseContainerService
     attr_reader :target, :email, :original_author
 
     def initialize(target:, current_user:, email:)
-      super(container: target.project, current_user: current_user)
+      super(container: target.resource_parent, current_user: current_user)
 
       @target = target
       @email = email
diff --git a/config/events/i_quickactions_convert_to_ticket.yml b/config/events/i_quickactions_convert_to_ticket.yml
index 26133ee2609feb..abaa1b986b91bd 100644
--- a/config/events/i_quickactions_convert_to_ticket.yml
+++ b/config/events/i_quickactions_convert_to_ticket.yml
@@ -2,18 +2,12 @@
 description: When the quickaction /convert_to_ticket is executed on an issue
 category: InternalEventTracking
 action: i_quickactions_convert_to_ticket
-label_description:
-property_description:
-value_description:
-extra_properties:
 identifiers:
-- project
 - user
-- namespace
 product_section: seg
 product_stage: service_management
 product_group: respond
-milestone: "16.9"
+milestone: '16.9'
 introduced_by_url: https://gitlab.com/gitlab-org/gitlab/-/merge_requests/121544
 distributions:
 - ce
diff --git a/lib/gitlab/usage_data_counters/quick_action_activity_unique_counter.rb b/lib/gitlab/usage_data_counters/quick_action_activity_unique_counter.rb
index 6e4c5d4e845739..aa5ba1cf34fb2b 100644
--- a/lib/gitlab/usage_data_counters/quick_action_activity_unique_counter.rb
+++ b/lib/gitlab/usage_data_counters/quick_action_activity_unique_counter.rb
@@ -4,6 +4,10 @@ module Gitlab
   module UsageDataCounters
     module QuickActionActivityUniqueCounter
       class << self
+        # List of events that use the current internal events implementation.
+        # Only add internal events for new quick actions.
+        INTERNAL_EVENTS = %w[convert_to_ticket].freeze
+
         # Tracks the quick action with name `name`.
         # `args` is expected to be a single string, will be split internally when necessary.
         def track_unique_action(name, args:, user:)
@@ -12,7 +16,14 @@ def track_unique_action(name, args:, user:)
           args ||= ''
           name = prepare_name(name, args)
 
-          Gitlab::UsageDataCounters::HLLRedisCounter.track_event(:"i_quickactions_#{name}", values: user.id)
+          if INTERNAL_EVENTS.include?(name)
+            Gitlab::InternalEvents.track_event("i_quickactions_#{name}", user: user)
+          else
+            # Legacy event implementation. Migrate existing events to internal events.
+            # See implementation of `convert_to_ticket` quickaction and
+            # https://docs.gitlab.com/ee/development/internal_analytics/internal_event_instrumentation/migration.html#backend-1
+            Gitlab::UsageDataCounters::HLLRedisCounter.track_event(:"i_quickactions_#{name}", values: user.id)
+          end
         end
 
         private
diff --git a/spec/lib/gitlab/usage_data_counters/quick_action_activity_unique_counter_spec.rb b/spec/lib/gitlab/usage_data_counters/quick_action_activity_unique_counter_spec.rb
index 903ae64cf33f2b..3d754871025193 100644
--- a/spec/lib/gitlab/usage_data_counters/quick_action_activity_unique_counter_spec.rb
+++ b/spec/lib/gitlab/usage_data_counters/quick_action_activity_unique_counter_spec.rb
@@ -21,6 +21,13 @@
     end
   end
 
+  shared_examples_for 'a tracked quick action internal event' do
+    it 'tracks the internal event' do
+      expect(Gitlab::InternalEvents).to receive(:track_event).with(action, user: user).once
+      subject
+    end
+  end
+
   subject { described_class.track_unique_action(quickaction_name, args: args, user: user) }
 
   describe '.track_unique_action' do
@@ -189,10 +196,10 @@
     end
   end
 
-  context 'tracking invite_email' do
+  context 'when tracking invite_email', feature_category: :service_desk do
     let(:quickaction_name) { 'invite_email' }
 
-    context 'single email' do
+    context 'with single email' do
       let(:args) { 'someone@gitlab.com' }
 
       it_behaves_like 'a tracked quick action unique event' do
@@ -200,7 +207,7 @@
       end
     end
 
-    context 'multiple emails' do
+    context 'with multiple emails' do
       let(:args) { 'someone@gitlab.com another@gitlab.com' }
 
       it_behaves_like 'a tracked quick action unique event' do
@@ -208,4 +215,12 @@
       end
     end
   end
+
+  context 'when tracking convert_to_ticket', feature_category: :service_desk do
+    let(:quickaction_name) { 'convert_to_ticket' }
+
+    it_behaves_like 'a tracked quick action internal event' do
+      let(:action) { 'i_quickactions_convert_to_ticket' }
+    end
+  end
 end
-- 
GitLab


From 051c4a02ebba3bc35e7a1a1d8e5eff7408413302 Mon Sep 17 00:00:00 2001
From: Marc Saleiko <msaleiko@gitlab.com>
Date: Mon, 5 Feb 2024 18:32:41 +0100
Subject: [PATCH 5/8] Applies database reviewer suggestions

---
 app/services/issues/convert_to_ticket_service.rb             | 5 +++--
 config/events/i_quickactions_convert_to_ticket.yml           | 2 +-
 .../count_total_i_quickactions_convert_to_ticket_monthly.yml | 2 +-
 .../count_total_i_quickactions_convert_to_ticket_weekly.yml  | 2 +-
 4 files changed, 6 insertions(+), 5 deletions(-)

diff --git a/app/services/issues/convert_to_ticket_service.rb b/app/services/issues/convert_to_ticket_service.rb
index 2fadad89ca45c4..7f3ea0b54319fc 100644
--- a/app/services/issues/convert_to_ticket_service.rb
+++ b/app/services/issues/convert_to_ticket_service.rb
@@ -2,8 +2,6 @@
 
 module Issues
   class ConvertToTicketService < ::BaseContainerService
-    attr_reader :target, :email, :original_author
-
     def initialize(target:, current_user:, email:)
       super(container: target.resource_parent, current_user: current_user)
 
@@ -26,6 +24,8 @@ def execute
 
     private
 
+    attr_reader :target, :email, :original_author
+
     def update_target
       target.update!(
         service_desk_reply_to: email,
@@ -35,6 +35,7 @@ def update_target
 
       # Migrate to IssueEmailParticipants::CreateService
       # once :issue_email_participants feature flag has been removed
+      # https://gitlab.com/gitlab-org/gitlab/-/issues/440456
       IssueEmailParticipant.create!(issue: target, email: email)
     end
 
diff --git a/config/events/i_quickactions_convert_to_ticket.yml b/config/events/i_quickactions_convert_to_ticket.yml
index abaa1b986b91bd..57e0cfda4943fe 100644
--- a/config/events/i_quickactions_convert_to_ticket.yml
+++ b/config/events/i_quickactions_convert_to_ticket.yml
@@ -8,7 +8,7 @@ product_section: seg
 product_stage: service_management
 product_group: respond
 milestone: '16.9'
-introduced_by_url: https://gitlab.com/gitlab-org/gitlab/-/merge_requests/121544
+introduced_by_url: https://gitlab.com/gitlab-org/gitlab/-/merge_requests/139553
 distributions:
 - ce
 - ee
diff --git a/config/metrics/counts_28d/count_total_i_quickactions_convert_to_ticket_monthly.yml b/config/metrics/counts_28d/count_total_i_quickactions_convert_to_ticket_monthly.yml
index 7a7ca75f1c2087..7933f1f6a3509e 100644
--- a/config/metrics/counts_28d/count_total_i_quickactions_convert_to_ticket_monthly.yml
+++ b/config/metrics/counts_28d/count_total_i_quickactions_convert_to_ticket_monthly.yml
@@ -8,7 +8,7 @@ performance_indicator_type: []
 value_type: number
 status: active
 milestone: "16.9"
-introduced_by_url: https://gitlab.com/gitlab-org/gitlab/-/merge_requests/121544
+introduced_by_url: https://gitlab.com/gitlab-org/gitlab/-/merge_requests/139553
 time_frame: 28d
 data_source: internal_events
 data_category: optional
diff --git a/config/metrics/counts_7d/count_total_i_quickactions_convert_to_ticket_weekly.yml b/config/metrics/counts_7d/count_total_i_quickactions_convert_to_ticket_weekly.yml
index a5a3318abfe9fc..144cbe4c56e02a 100644
--- a/config/metrics/counts_7d/count_total_i_quickactions_convert_to_ticket_weekly.yml
+++ b/config/metrics/counts_7d/count_total_i_quickactions_convert_to_ticket_weekly.yml
@@ -8,7 +8,7 @@ performance_indicator_type: []
 value_type: number
 status: active
 milestone: '16.9'
-introduced_by_url: https://gitlab.com/gitlab-org/gitlab/-/merge_requests/121544
+introduced_by_url: https://gitlab.com/gitlab-org/gitlab/-/merge_requests/139553
 time_frame: 7d
 data_source: internal_events
 data_category: optional
-- 
GitLab


From 39ac12df415f97d28196771d7b01496a8225d8a7 Mon Sep 17 00:00:00 2001
From: Marc Saleiko <msaleiko@gitlab.com>
Date: Tue, 6 Feb 2024 12:08:03 +0100
Subject: [PATCH 6/8] Applies technical review suggestions

---
 doc/user/project/quick_actions.md                   | 1 +
 doc/user/project/service_desk/using_service_desk.md | 4 ++--
 2 files changed, 3 insertions(+), 2 deletions(-)

diff --git a/doc/user/project/quick_actions.md b/doc/user/project/quick_actions.md
index 4f5ed444ae3bc6..1eef20423a82a3 100644
--- a/doc/user/project/quick_actions.md
+++ b/doc/user/project/quick_actions.md
@@ -67,6 +67,7 @@ To auto-format this table, use the VS Code Markdown Table formatter: `https://do
 | `/clone <path/to/project> [--with_notes]`                                                        | **{check-circle}** Yes | **{dotted-circle}** No | **{dotted-circle}** No | Clone the issue to given project, or the current one if no arguments are given. Copies as much data as possible as long as the target project contains equivalent objects like labels, milestones, or epics. Does not copy comments or system notes unless `--with_notes` is provided as an argument. |
 | `/close`                                                                                         | **{check-circle}** Yes | **{check-circle}** Yes | **{check-circle}** Yes | Close. |
 | `/confidential`                                                                                  | **{check-circle}** Yes | **{dotted-circle}** No | **{check-circle}** Yes | Mark issue or epic as confidential. Support for epics [introduced](https://gitlab.com/gitlab-org/gitlab/-/issues/213741) in GitLab 15.6. |
+| `/convert_to_ticket <email address>`                                                             | **{check-circle}** Yes | **{dotted-circle}** No | **{dotted-circle}** No | [Convert an issue into a Service Desk ticket](service_desk/using_service_desk.md#convert-a-regular-issue-to-a-service-desk-ticket). [Introduced](https://gitlab.com/gitlab-org/gitlab/-/issues/433376) in GitLab 16.9 [with a flag](../../administration/feature_flags.md) named `convert_to_ticket_quick_action`. Disabled by default. |
 | `/copy_metadata <!merge_request>`                                                                | **{check-circle}** Yes | **{check-circle}** Yes | **{dotted-circle}** No | Copy labels and milestone from another merge request in the project. |
 | `/copy_metadata <#issue>`                                                                        | **{check-circle}** Yes | **{check-circle}** Yes | **{dotted-circle}** No | Copy labels and milestone from another issue in the project. |
 | `/create_merge_request <branch name>`                                                            | **{check-circle}** Yes | **{dotted-circle}** No | **{dotted-circle}** No | Create a new merge request starting from the current issue. |
diff --git a/doc/user/project/service_desk/using_service_desk.md b/doc/user/project/service_desk/using_service_desk.md
index 482074cb845752..44e6c2e7c1f417 100644
--- a/doc/user/project/service_desk/using_service_desk.md
+++ b/doc/user/project/service_desk/using_service_desk.md
@@ -160,8 +160,8 @@ On GitLab.com, this feature is not available.
 
 Use the quick action `/convert_to_ticket external-issue-author@example.com` to convert any regular issue
 into a Service Desk ticket. This assigns the provided email address as the external author of the ticket
-and add them to the list of external participants. They will receive Service Desk emails for any public
-comment on the ticket and can reply to these emails. Replies will add a new comment on the ticket.
+and add them to the list of external participants. They receive Service Desk emails for any public
+comment on the ticket and can reply to these emails. Replies add a new comment on the ticket.
 
 GitLab doesn't send [the default `thank_you` email](configure.md#customize-emails-sent-to-the-requester).
 You can add a public comment on the ticket to let the end user know that the ticket has been created.
-- 
GitLab


From effc47e00785dc267ff0719f125e173bebb965fa Mon Sep 17 00:00:00 2001
From: Marc Saleiko <msaleiko@gitlab.com>
Date: Tue, 6 Feb 2024 13:47:27 +0100
Subject: [PATCH 7/8] Adds internal event tracking spec

---
 .../quick_action_activity_unique_counter_spec.rb              | 4 ++++
 1 file changed, 4 insertions(+)

diff --git a/spec/lib/gitlab/usage_data_counters/quick_action_activity_unique_counter_spec.rb b/spec/lib/gitlab/usage_data_counters/quick_action_activity_unique_counter_spec.rb
index 3d754871025193..2c21774f7fbf97 100644
--- a/spec/lib/gitlab/usage_data_counters/quick_action_activity_unique_counter_spec.rb
+++ b/spec/lib/gitlab/usage_data_counters/quick_action_activity_unique_counter_spec.rb
@@ -22,6 +22,10 @@
   end
 
   shared_examples_for 'a tracked quick action internal event' do
+    it_behaves_like 'internal event tracking' do
+      let(:event) { action }
+    end
+
     it 'tracks the internal event' do
       expect(Gitlab::InternalEvents).to receive(:track_event).with(action, user: user).once
       subject
-- 
GitLab


From 2398711f870f47c269d3d27e6dd4d23b8dbfc9b1 Mon Sep 17 00:00:00 2001
From: Marc Saleiko <msaleiko@gitlab.com>
Date: Wed, 7 Feb 2024 20:10:30 +0100
Subject: [PATCH 8/8] Applies backend review suggestions

---
 lib/gitlab/quick_actions/issue_actions.rb              | 3 ++-
 spec/services/issues/convert_to_ticket_service_spec.rb | 2 +-
 2 files changed, 3 insertions(+), 2 deletions(-)

diff --git a/lib/gitlab/quick_actions/issue_actions.rb b/lib/gitlab/quick_actions/issue_actions.rb
index a045dc5e838fba..59a6eeb153e558 100644
--- a/lib/gitlab/quick_actions/issue_actions.rb
+++ b/lib/gitlab/quick_actions/issue_actions.rb
@@ -268,7 +268,8 @@ module IssueActions
           quick_action_target.persisted? &&
             Feature.enabled?(:convert_to_ticket_quick_action, parent, type: :beta) &&
             current_user.can?(:"admin_#{quick_action_target.to_ability_name}", quick_action_target) &&
-            quick_action_target.try(:from_service_desk?) == false
+            quick_action_target.respond_to?(:from_service_desk?) &&
+            !quick_action_target.from_service_desk?
         end
         command :convert_to_ticket do |email = ""|
           response = ::Issues::ConvertToTicketService.new(
diff --git a/spec/services/issues/convert_to_ticket_service_spec.rb b/spec/services/issues/convert_to_ticket_service_spec.rb
index b688cffef5f964..c9f6a30f7602e2 100644
--- a/spec/services/issues/convert_to_ticket_service_spec.rb
+++ b/spec/services/issues/convert_to_ticket_service_spec.rb
@@ -63,7 +63,7 @@
 
     context 'when user has the reporter role in project' do
       before_all do
-        project.add_developer(user)
+        project.add_reporter(user)
       end
 
       context 'without email' do
-- 
GitLab