snapshot of https://github.com/RocketChat/Rocket.Chat.git (develop, 2026-09-16; blobs > 131072B omitted)

apps/meteor/ee/server/hooks/omnichannel/onTransferFailure.ts

@@ -0,0 +1,85 @@
+import { isOmnichannelRoom } from '@rocket.chat/core-typings';
+import type { IRoom, ILivechatVisitor, ILivechatDepartment, TransferData, AtLeast } from '@rocket.chat/core-typings';
+import { LivechatDepartment } from '@rocket.chat/models';
+
+import { callbacks } from '../../../../server/lib/callbacks';
+import { forwardRoomToDepartment } from '../../../../server/lib/omnichannel/Helper';
+import { settings } from '../../../../server/settings';
+import { cbLogger } from '../../lib/omnichannel/logger';
+
+const onTransferFailure = async (
+	room: IRoom,
+	{
+		guest,
+		transferData,
+		department,
+	}: {
+		guest: ILivechatVisitor;
+		transferData: TransferData;
+		department: AtLeast<ILivechatDepartment, '_id' | 'fallbackForwardDepartment' | 'name'>;
+	},
+) => {
+	if (!isOmnichannelRoom(room)) {
+		return false;
+	}
+
+	if (!department?.fallbackForwardDepartment?.length) {
+		return false;
+	}
+
+	// TODO: find enabled not archived here
+	const fallbackDepartment = await LivechatDepartment.findOneById<Pick<ILivechatDepartment, '_id' | 'name'>>(
+		department.fallbackForwardDepartment,
+		{
+			projection: { name: 1, _id: 1 },
+		},
+	);
+
+	if (!fallbackDepartment) {
+		return false;
+	}
+
+	const { hops: currentHops = 1 } = transferData;
+	const maxHops = settings.get<number>('Omnichannel_max_fallback_forward_depth');
+
+	if (currentHops > maxHops) {
+		cbLogger.debug({
+			msg: 'Max fallback forward depth reached. Chat wont be transfered',
+			roomId: room._id,
+			hops: currentHops,
+			maxHops,
+			departmentId: department._id,
+		});
+		return false;
+	}
+
+	const transferDataFallback = {
+		...transferData,
+		usingFallbackDep: true,
+		prevDepartment: department.name,
+		departmentId: department.fallbackForwardDepartment,
+		department: fallbackDepartment,
+		hops: currentHops + 1,
+	};
+
+	const forwardSuccess = await forwardRoomToDepartment(room, guest, transferDataFallback);
+	if (!forwardSuccess) {
+		cbLogger.debug({
+			msg: 'Fallback forward failed',
+			departmentId: department._id,
+			roomId: room._id,
+			fallbackDepartmentId: department.fallbackForwardDepartment,
+		});
+		return false;
+	}
+
+	cbLogger.info({
+		msg: 'Fallback forward success',
+		departmentId: department._id,
+		roomId: room._id,
+		fallbackDepartmentId: department.fallbackForwardDepartment,
+	});
+	return true;
+};
+
+callbacks.add('livechat:onTransferFailure', onTransferFailure, callbacks.priority.HIGH);