TapTrack-Hub/backend/app/routers/tickets.py

"""Support ticket endpoints."""
import uuid
from datetime import datetime, timezone
from typing import Optional
from fastapi import APIRouter, Depends, HTTPException, Query
from pydantic import BaseModel
from sqlalchemy.ext.asyncio import AsyncSession
from sqlalchemy import select, func, desc

from app.auth.dependencies import require_super_admin, get_current_user
from app.database import get_db
from app.models.user import HubUser, UserRole
from app.models.ticket import SupportTicket, TicketReply, TicketStatus, TicketPriority, TicketCategory

router = APIRouter(prefix="/api/tickets", tags=["tickets"])

class TicketCreate(BaseModel):
    subject: str
    body: str
    category: TicketCategory = TicketCategory.general

class TicketUpdate(BaseModel):
    status: Optional[TicketStatus] = None
    priority: Optional[TicketPriority] = None
    assigned_to: Optional[str] = None

class ReplyCreate(BaseModel):
    body: str
    is_internal: bool = False

def _ticket_out(t: SupportTicket) -> dict:
    return {
        "id": t.id, "school_id": t.school_id, "ticket_number": t.ticket_number,
        "subject": t.subject, "body": t.body, "category": t.category.value,
        "status": t.status.value, "priority": t.priority.value,
        "assigned_to": t.assigned_to,
        "first_response_at": t.first_response_at.isoformat() if t.first_response_at else None,
        "resolved_at": t.resolved_at.isoformat() if t.resolved_at else None,
        "created_at": t.created_at.isoformat(),
        "updated_at": t.updated_at.isoformat(),
    }

def _next_ticket_number(count: int) -> str:
    from datetime import date
    return f"TKT-{date.today().year}-{count + 1:05d}"

@router.get("")
async def list_tickets(
    school_id: Optional[str] = Query(None),
    status: Optional[TicketStatus] = Query(None),
    page: int = Query(1, ge=1),
    per_page: int = Query(25),
    current_user: HubUser = Depends(get_current_user),
    db: AsyncSession = Depends(get_db),
):
    stmt = select(SupportTicket).order_by(desc(SupportTicket.updated_at))
    if current_user.role != UserRole.super_admin:
        stmt = stmt.where(SupportTicket.school_id == current_user.school_id)
    elif school_id:
        stmt = stmt.where(SupportTicket.school_id == school_id)
    if status:
        stmt = stmt.where(SupportTicket.status == status)
    total = (await db.execute(select(func.count()).select_from(stmt.subquery()))).scalar_one()
    tickets = (await db.execute(stmt.offset((page - 1) * per_page).limit(per_page))).scalars().all()
    return {"items": [_ticket_out(t) for t in tickets], "total": total, "page": page, "per_page": per_page}

@router.post("", status_code=201)
async def create_ticket(
    body: TicketCreate,
    current_user: HubUser = Depends(get_current_user),
    db: AsyncSession = Depends(get_db),
):
    if not current_user.school_id:
        raise HTTPException(400, "No school associated with your account")
    count = (await db.execute(select(func.count()).select_from(SupportTicket))).scalar_one()
    ticket = SupportTicket(
        school_id=current_user.school_id,
        submitted_by=current_user.id,
        ticket_number=_next_ticket_number(count),
        subject=body.subject,
        body=body.body,
        category=body.category,
    )
    db.add(ticket)
    await db.commit()
    return _ticket_out(ticket)

@router.get("/{ticket_id}")
async def get_ticket(
    ticket_id: str,
    current_user: HubUser = Depends(get_current_user),
    db: AsyncSession = Depends(get_db),
):
    t = (await db.execute(select(SupportTicket).where(SupportTicket.id == ticket_id))).scalar_one_or_none()
    if not t:
        raise HTTPException(404)
    if current_user.role != UserRole.super_admin and t.school_id != current_user.school_id:
        raise HTTPException(403)
    replies_res = await db.execute(select(TicketReply).where(TicketReply.ticket_id == ticket_id).order_by(TicketReply.created_at))
    replies = replies_res.scalars().all()
    visible_replies = [r for r in replies if not r.is_internal or current_user.role == UserRole.super_admin]
    return {
        **_ticket_out(t),
        "replies": [
            {"id": r.id, "body": r.body, "is_internal": r.is_internal,
             "author_id": r.author_id, "created_at": r.created_at.isoformat()}
            for r in visible_replies
        ],
    }

@router.put("/{ticket_id}")
async def update_ticket(
    ticket_id: str,
    body: TicketUpdate,
    _admin: HubUser = Depends(require_super_admin),
    db: AsyncSession = Depends(get_db),
):
    t = (await db.execute(select(SupportTicket).where(SupportTicket.id == ticket_id))).scalar_one_or_none()
    if not t:
        raise HTTPException(404)
    for field, value in body.model_dump(exclude_none=True).items():
        setattr(t, field, value)
    if body.status in (TicketStatus.resolved, TicketStatus.closed) and not t.resolved_at:
        t.resolved_at = datetime.now(timezone.utc)
    await db.commit()
    return _ticket_out(t)

@router.post("/{ticket_id}/replies", status_code=201)
async def add_reply(
    ticket_id: str,
    body: ReplyCreate,
    current_user: HubUser = Depends(get_current_user),
    db: AsyncSession = Depends(get_db),
):
    t = (await db.execute(select(SupportTicket).where(SupportTicket.id == ticket_id))).scalar_one_or_none()
    if not t:
        raise HTTPException(404)
    if current_user.role != UserRole.super_admin and t.school_id != current_user.school_id:
        raise HTTPException(403)
    is_internal = body.is_internal and current_user.role == UserRole.super_admin
    reply = TicketReply(ticket_id=ticket_id, author_id=current_user.id, body=body.body, is_internal=is_internal)
    db.add(reply)
    # Set first response time (super admin only)
    if current_user.role == UserRole.super_admin and not t.first_response_at:
        t.first_response_at = datetime.now(timezone.utc)
    if t.status == TicketStatus.open:
        t.status = TicketStatus.in_progress
    await db.commit()
    return {"id": reply.id, "body": reply.body, "created_at": reply.created_at.isoformat()}