servicedesk/src/app/Services/TicketAiSummaryService.php

<?php

namespace App\Services;

use App\Models\Ticket;
use App\Support\Settings;
use Illuminate\Database\Eloquent\Builder;
use Illuminate\Support\Facades\DB;
use Illuminate\Support\Facades\Log;
use Illuminate\Support\Str;

/**
 * Generates an AI summary + suggested next action for every ticket, cached
 * on the ticket row and shown only in the operator view (see
 * TicketAiTriageService's docblock for why this runs from the scheduled
 * ai:run-ticket-automation command rather than live on page load). Stays
 * reasonably fresh by regenerating whenever a ticket's latest message
 * postdates its last summary, not on every scheduler tick for every ticket.
 */
class TicketAiSummaryService
{
    protected const BATCH_LIMIT = 25;

    protected const MESSAGE_EXCERPT_CHARS = 1500;

    protected const BODY_EXCERPT_CHARS = 4000;

    protected const TRANSCRIPT_MESSAGE_LIMIT = 30;

    public function __construct(protected AiClient $ai) {}

    /**
     * @return array{scanned: int, updated: int, failed: int}
     */
    public function run(?int $limit = null): array
    {
        $totals = ['scanned' => 0, 'updated' => 0, 'failed' => 0];

        if (! $this->ai->enabled() || ! Settings::bool('ai_summary_enabled')) {
            return $totals;
        }

        $this->staleQuery()
            ->limit($limit ?? self::BATCH_LIMIT)
            ->get()
            ->each(function (Ticket $ticket) use (&$totals) {
                $totals['scanned']++;

                $this->summarizeOne($ticket) ? $totals['updated']++ : $totals['failed']++;
            });

        Log::channel('ai')->info(sprintf(
            'Podsumowania: przeskanowano %d, zaktualizowano %d, błędów %d.',
            $totals['scanned'],
            $totals['updated'],
            $totals['failed'],
        ));

        return $totals;
    }

    /**
     * Tickets with no summary yet, or whose latest message postdates the
     * last summary generation. Deliberately compares against
     * ticket_messages.created_at rather than tickets.updated_at — the
     * latter also changes on unrelated actions (status/priority/timer
     * edits), which would otherwise trigger spurious re-summarization on
     * every scheduler tick for an active ticket.
     *
     * ai_summary_generated_at now lives on the related ticket_ai_summaries
     * row (see Ticket::aiSummary()), so this joins to it directly rather
     * than going through the model relation — a plain whereNull() on the
     * left-joined column covers "no row yet" the same way it used to cover
     * "column is null" when it lived on tickets itself.
     */
    protected function staleQuery(): Builder
    {
        return Ticket::query()
            ->leftJoin('ticket_ai_summaries', 'ticket_ai_summaries.ticket_id', '=', 'tickets.id')
            ->where(function (Builder $q) {
                $q->whereNull('ticket_ai_summaries.summary_generated_at')
                    ->orWhere(function (Builder $q2) {
                        $q2->whereNotNull('ticket_ai_summaries.summary_generated_at')
                            ->whereColumn('ticket_ai_summaries.summary_generated_at', '<', DB::raw(
                                '(select max(ticket_messages.created_at) from ticket_messages where ticket_messages.ticket_id = tickets.id)'
                            ));
                    });
            })
            ->select('tickets.*')
            ->orderBy('tickets.id');
    }

    /**
     * Regenerates the summary for a single ticket right now, bypassing the
     * staleness check — used by the manual "regenerate" button and the
     * on-new-message hook, as opposed to run()'s scheduled batch sweep.
     */
    public function generateFor(Ticket $ticket): bool
    {
        if (! $this->ai->enabled() || ! Settings::bool('ai_summary_enabled')) {
            return false;
        }

        return $this->summarizeOne($ticket);
    }

    protected function summarizeOne(Ticket $ticket): bool
    {
        $raw = $this->ai->chat([
            ['role' => 'system', 'content' => Settings::get('ai_summary_prompt')],
            ['role' => 'user', 'content' => $this->buildTranscript($ticket)],
        ], ['temperature' => 0.2]);

        $parsed = $this->parseResponse($raw);

        if ($parsed === null) {
            // Leaves any prior summary untouched and generated_at unchanged,
            // so the ticket stays in the stale set and gets retried next run
            // rather than silently losing a working summary.
            Log::channel('ai')->warning("Podsumowanie zgłoszenia #{$ticket->number}: nie udało się wygenerować (brak lub niepoprawna odpowiedź modelu).");

            return false;
        }

        $ticket->update([
            'ai_summary' => $parsed['summary'],
            'ai_suggested_action' => $parsed['suggested_action'],
            'ai_summary_generated_at' => now(),
        ]);

        Log::channel('ai')->debug("Podsumowanie zgłoszenia #{$ticket->number}: zaktualizowane.");

        return true;
    }

    /**
     * Includes tickets.body explicitly (the opening description, separate
     * from ticket_messages) rather than relying on it showing up as the
     * thread's first message — that row falls outside the last-N transcript
     * window on any ticket with more than TRANSCRIPT_MESSAGE_LIMIT messages,
     * which would otherwise silently drop the original request from long
     * threads. Mirrors TicketAiTriageService's own subject+body framing.
     */
    protected function buildTranscript(Ticket $ticket): string
    {
        $lines = [
            "Temat: {$ticket->subject}",
            "Treść:\n".Str::limit(strip_tags($ticket->body), self::BODY_EXCERPT_CHARS),
        ];

        $ticket->messages()->latest('created_at')->limit(self::TRANSCRIPT_MESSAGE_LIMIT)->get()
            ->sortBy('created_at')
            ->each(function ($message) use (&$lines) {
                $role = $message->internal ? 'notatka wewnętrzna' : ($message->role === 'client' ? 'klient' : 'operator');
                $body = Str::limit(strip_tags($message->body), self::MESSAGE_EXCERPT_CHARS, '');
                $lines[] = "[{$role}] {$message->author_name}: {$body}";
            });

        return implode("\n\n", $lines);
    }

    /**
     * Same defensive-parsing shape used elsewhere in this app's AI services
     * (BookStackContentTagger, TicketAiTriageService) — extracts the first
     * {...} block before decoding.
     *
     * @return array{summary: string, suggested_action: ?string}|null
     */
    protected function parseResponse(?string $raw): ?array
    {
        if (! $raw || ! preg_match('/\{.*\}/s', $raw, $matches)) {
            return null;
        }

        $decoded = json_decode($matches[0], true);

        if (! is_array($decoded) || empty($decoded['summary']) || ! is_string($decoded['summary'])) {
            return null;
        }

        return [
            'summary' => trim($decoded['summary']),
            'suggested_action' => ! empty($decoded['suggested_action']) && is_string($decoded['suggested_action'])
                ? trim($decoded['suggested_action'])
                : null,
        ];
    }
}