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

"""Support ticket endpoints."""
import os
import threading
from datetime import datetime, timezone, timedelta
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


class BulkClose(BaseModel):
    ticket_ids: list[str]


def _sla_status(ticket: SupportTicket) -> str:
    if ticket.status in (TicketStatus.resolved, TicketStatus.closed):
        return "resolved"
    if ticket.first_response_at:
        return "responded"
    age_h = (datetime.now(timezone.utc) - ticket.created_at).total_seconds() / 3600
    if age_h > 48:
        return "breached"
    if age_h > 24:
        return "at_risk"
    return "on_track"


def _ticket_out(t: SupportTicket, school_name: str | None = None) -> dict:
    return {
        "id": t.id, "school_id": t.school_id, "school_name": school_name,
        "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, "sla_status": _sla_status(t),
        "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}"


def _notify_async(ticket_id: str, message_body: str, is_reply: bool, from_admin: bool):
    """Send ticket email notifications in a background thread."""
    import os as _os
    from sqlalchemy import create_engine
    from sqlalchemy.orm import sessionmaker
    from app.models.ticket import SupportTicket
    from app.models.school import School
    from app.models.user import HubUser, UserRole
    from app.services.email import send_email

    db_url = _os.getenv("DATABASE_URL", "postgresql://postgres:postgres@db:5432/taptrack_hub")
    engine = create_engine(db_url.replace("postgresql+asyncpg://", "postgresql://"), pool_pre_ping=True)
    db = sessionmaker(bind=engine)()
    try:
        t = db.get(SupportTicket, ticket_id)
        if not t:
            return
        hub_url = _os.getenv("HUB_BASE_URL", "http://localhost:8090")
        ticket_url = f"{hub_url}/tickets/{t.id}"
        base_ctx = {
            "ticket_number": t.ticket_number, "subject": t.subject,
            "category": t.category.value, "priority": t.priority.value,
            "status": t.status.value, "message_body": message_body, "ticket_url": ticket_url,
        }

        if is_reply and from_admin:
            school = db.get(School, t.school_id)
            if school and school.billing_email:
                send_email(
                    to=school.billing_email,
                    subject=f"[TapTrack] Reply on {t.ticket_number}: {t.subject}",
                    body=f"Support replied to ticket {t.ticket_number}.",
                    template_name="email/ticket_notification.html",
                    context={**base_ctx, "email_title": f"Reply on Ticket {t.ticket_number}",
                             "recipient_name": school.contact_name or school.name, "message_label": "Support Reply"},
                    email_type="other", school_id=t.school_id,
                )
        else:
            admins = db.execute(
                select(HubUser).where(HubUser.role == UserRole.super_admin, HubUser.is_active == True)
            ).scalars().all()
            title = f"New Ticket: {t.ticket_number}" if not is_reply else f"Customer Reply on {t.ticket_number}"
            for admin in admins:
                send_email(
                    to=admin.email,
                    subject=f"[TapTrack] {title}: {t.subject}",
                    body=f"{title}\n\n{message_body}",
                    template_name="email/ticket_notification.html",
                    context={**base_ctx, "email_title": title,
                             "recipient_name": admin.full_name,
                             "message_label": "Message" if not is_reply else "Customer Reply"},
                    email_type="other", school_id=t.school_id,
                )
    except Exception as e:
        import logging
        logging.getLogger(__name__).warning("Ticket notification error: %s", e)
    finally:
        db.close()
        engine.dispose()


@router.get("")
async def list_tickets(
    school_id: Optional[str] = Query(None),
    status: Optional[TicketStatus] = Query(None),
    priority: Optional[TicketPriority] = 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),
):
    from app.models.school import School
    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)
    if priority:
        stmt = stmt.where(SupportTicket.priority == priority)
    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()
    sids = {t.school_id for t in tickets}
    school_map: dict[str, str] = {}
    if sids:
        schools = (await db.execute(select(School).where(School.id.in_(sids)))).scalars().all()
        school_map = {s.id: s.name for s in schools}
    return {"items": [_ticket_out(t, school_map.get(t.school_id)) 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()
    threading.Thread(target=_notify_async, args=(ticket.id, body.body, False, False), daemon=True).start()
    from app.models.school import School
    school = (await db.execute(select(School).where(School.id == current_user.school_id))).scalar_one_or_none()
    return _ticket_out(ticket, school.name if school else None)


@router.get("/{ticket_id}")
async def get_ticket(
    ticket_id: str,
    current_user: HubUser = Depends(get_current_user),
    db: AsyncSession = Depends(get_db),
):
    from app.models.school import School
    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 = (await db.execute(
        select(TicketReply).where(TicketReply.ticket_id == ticket_id).order_by(TicketReply.created_at)
    )).scalars().all()
    visible = [r for r in replies if not r.is_internal or current_user.role == UserRole.super_admin]
    school = (await db.execute(select(School).where(School.id == t.school_id))).scalar_one_or_none()
    return {
        **_ticket_out(t, school.name if school else None),
        "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],
    }


@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)
    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()
    if not is_internal:
        from_admin = current_user.role == UserRole.super_admin
        threading.Thread(target=_notify_async, args=(t.id, body.body, True, from_admin), daemon=True).start()
    return {"id": reply.id, "body": reply.body, "is_internal": is_internal, "created_at": reply.created_at.isoformat()}


@router.post("/bulk-close")
async def bulk_close_tickets(
    body: BulkClose,
    _admin: HubUser = Depends(require_super_admin),
    db: AsyncSession = Depends(get_db),
):
    now = datetime.now(timezone.utc)
    tickets = (await db.execute(
        select(SupportTicket).where(SupportTicket.id.in_(body.ticket_ids))
    )).scalars().all()
    closed = 0
    for t in tickets:
        if t.status != TicketStatus.closed:
            t.status = TicketStatus.closed
            if not t.resolved_at:
                t.resolved_at = now
            closed += 1
    await db.commit()
    return {"closed": closed, "total": len(tickets)}