servicedesk/src/app/Services/TicketService.php

<?php

namespace App\Services;

use App\Events\TicketMessagePosted;
use App\Events\TicketQueueChanged;
use App\Models\ApiClient;
use App\Models\NotificationPreference;
use App\Models\NotificationSetting;
use App\Models\Priority;
use App\Models\Status;
use App\Models\Subcategory;
use App\Models\Team;
use App\Models\Ticket;
use App\Models\TicketMessage;
use App\Models\User;
use App\Notifications\TicketNotification;
use App\Support\Settings;
use Illuminate\Http\UploadedFile;
use Illuminate\Support\Facades\Auth;
use Illuminate\Support\Facades\Notification;
use Illuminate\Support\Facades\Storage;

class TicketService
{
    /**
     * Create a ticket, either from a guest submission (no $customer) or on behalf of a logged-in client.
     */
    public function create(array $data, ?User $customer, ?string $authorName = null): Ticket
    {
        if (! $customer && ! empty($data['email']) && Settings::bool('ldap_auto_provision_guests')) {
            $customer = app(LdapUserProvisioner::class)->findOrCreateByEmail($data['email']);
        }

        $subcategory = ! empty($data['subcategory_id'])
            ? Subcategory::query()->find($data['subcategory_id'])
            : null;

        $ticket = Ticket::query()->create([
            'number' => Ticket::nextNumber(),
            'customer_id' => $customer?->id,
            'email' => $customer?->email ?? $data['email'],
            'name' => $customer?->name ?? ($data['name'] ?? $data['email']),
            'subcategory_id' => $subcategory?->id,
            // category_id only ever carries a value when there's no
            // subcategory to derive one from (e.g. an IMAP mailbox routed to
            // a whole category rather than a specific subcategory).
            'category_id' => $subcategory ? null : ($data['category_id'] ?? null),
            'subject' => $data['subject'],
            'body' => $data['body'],
            'status_key' => Settings::get('default_status', 'new'),
            'priority_key' => $subcategory?->default_priority_key ?: 'medium',
            'team_id' => $this->autoAssignTeam($subcategory),
            'assignee_id' => $data['assignee_id'] ?? null,
            'custom_fields' => $data['custom_values'] ?? [],
            'last_customer_activity_at' => now(),
            'source' => $data['source'] ?? 'web',
        ]);

        $message = $ticket->messages()->create([
            'author_name' => $authorName ?? $ticket->name,
            'body' => $data['body'],
        ]);
        $message->attachAuthor($customer?->id, 'client');

        $this->notify($ticket, 'ticket_created');
        $this->notify($ticket, 'ticket_created_team');
        app(TriggerEngine::class)->handle($ticket, 'ticket_created');
        TicketQueueChanged::dispatch($ticket->id, 'created', Auth::id());

        return $ticket;
    }

    protected function autoAssignTeam(?Subcategory $subcategory): ?int
    {
        if (! $subcategory || ! Settings::bool('auto_assign_by_category')) {
            return null;
        }

        return Team::query()->whereHas('subcategories', fn ($q) => $q->where('subcategories.id', $subcategory->id))
            ->value('id');
    }

    public function setStatus(Ticket $ticket, string $statusKey): void
    {
        // Any status change (closing, reopening, moving between open sub-statuses)
        // resets the SLA-breach alert so a still-open ticket can report again later.
        $ticket->update(['status_key' => $statusKey, 'sla_notified_at' => null]);
        $ticket->addHistory('Status zmieniony na: '.Status::labelFor($statusKey));

        // A transition to "closed" fires its own dedicated notification
        // instead of the generic status-changed one, so closing a ticket
        // doesn't send the customer/operator two emails for one event.
        // Checked via the status's stage (not the literal key) since admins
        // can rename/replace which key maps to the "closed" stage.
        if (Status::stageFor($statusKey) === 'closed') {
            $this->notify($ticket, 'ticket_closed');

            // Time tracking only applies to open work — checkpoint and pause
            // the running segment (if any) the moment a ticket is closed,
            // regardless of which flow triggered the status change.
            $ticket->stopTimer();

            // A closed ticket that reopens later should give every automation
            // rule a clean slate rather than staying latched from before.
            $ticket->automationRuleLogs()->delete();
        } else {
            $this->notify($ticket, 'status_changed');
        }

        app(TriggerEngine::class)->handle($ticket, 'status_changed');
        app(TriggerEngine::class)->handle($ticket, 'ticket_updated');
        TicketQueueChanged::dispatch($ticket->id, 'status_changed', Auth::id());
    }

    public function submitCsat(Ticket $ticket, int $rating, ?string $comment = null): void
    {
        if (! $ticket->csatSubmittable()) {
            return;
        }

        $rating = max(1, min(5, $rating));

        $ticket->update([
            'csat_rating' => $rating,
            'csat_comment' => $comment,
            'csat_rated_at' => now(),
        ]);
        $ticket->addHistory('Klient ocenił obsługę: '.$rating.'/5');
    }

    public function setPriority(Ticket $ticket, string $priorityKey): void
    {
        $ticket->update(['priority_key' => $priorityKey]);
        $ticket->addHistory('Priorytet zmieniony na: '.Priority::labelFor($priorityKey));
        $this->notify($ticket, 'priority_changed');
        app(TriggerEngine::class)->handle($ticket, 'priority_changed');
        app(TriggerEngine::class)->handle($ticket, 'ticket_updated');
        TicketQueueChanged::dispatch($ticket->id, 'priority_changed', Auth::id());
    }

    public function setAssignee(Ticket $ticket, ?User $assignee): void
    {
        // A newly assigned operator should get a fresh chance at an SLA-breach
        // alert instead of staying silent because the previous one already fired.
        $ticket->update(['assignee_id' => $assignee?->id, 'sla_notified_at' => null]);
        $ticket->addHistory('Przypisano do: '.($assignee?->name ?? 'Nieprzypisane'));
        $this->notify($ticket, 'assignee_changed');
        app(TriggerEngine::class)->handle($ticket, 'assignee_changed');
        app(TriggerEngine::class)->handle($ticket, 'ticket_updated');
        TicketQueueChanged::dispatch($ticket->id, 'assignee_changed', Auth::id());
    }

    public function setTeam(Ticket $ticket, ?Team $team): void
    {
        $ticket->update(['team_id' => $team?->id]);
        $ticket->addHistory('Zespół zmieniony na: '.($team?->name ?? 'Brak'));
        $this->notify($ticket, 'team_changed');
        app(TriggerEngine::class)->handle($ticket, 'team_changed');
        app(TriggerEngine::class)->handle($ticket, 'ticket_updated');
        TicketQueueChanged::dispatch($ticket->id, 'team_changed', Auth::id());
    }

    /**
     * Applies one AI-triage pass's changes (see TicketAiTriageService) in a
     * single update, rather than composing setPriority()/updateDetails() —
     * a pass can touch category, subcategory, subject and priority
     * together, and those would each write their own generic history line
     * and fire notify()/TriggerEngine::handle() per field instead of once
     * per pass, fragmenting one semantic AI decision into several
     * unrelated-looking edits. $historyLines carries one mechanical
     * "X changed to: Y" line per changed field (built by the caller, since
     * it already knows the human-readable labels); this always appends one
     * more attribution line on top, mirroring how RunAutomationRules logs
     * "Automatyzacja: {label}" after its own field-change lines.
     *
     * @param  array<string, mixed>  $changes  column => value, only the fields that actually changed
     * @param  string[]  $historyLines
     */
    public function applyAiTriage(Ticket $ticket, array $changes, array $historyLines): void
    {
        if (! $changes) {
            return;
        }

        $categoryChanged = array_key_exists('category_id', $changes) || array_key_exists('subcategory_id', $changes);
        $priorityChanged = array_key_exists('priority_key', $changes);

        $ticket->update($changes);

        foreach ($historyLines as $line) {
            $ticket->addHistory($line);
        }
        $ticket->addHistory('Automatyzacja: klasyfikacja AI');

        if ($categoryChanged) {
            $this->notify($ticket, 'category_changed');
            app(TriggerEngine::class)->handle($ticket, 'category_changed');
        }

        if ($priorityChanged) {
            $this->notify($ticket, 'priority_changed');
            app(TriggerEngine::class)->handle($ticket, 'priority_changed');
        }

        app(TriggerEngine::class)->handle($ticket, 'ticket_updated');
        TicketQueueChanged::dispatch($ticket->id, 'ai_triage', Auth::id());
    }

    public function setReporter(Ticket $ticket, User $customer): void
    {
        $ticket->update(['customer_id' => $customer->id, 'email' => $customer->email, 'name' => $customer->name]);
        $ticket->addHistory('Zgłaszający zmieniony na: '.$customer->name);
    }

    public function updateDetails(Ticket $ticket, array $data): void
    {
        $categoryChanged = ($data['subcategory_id'] ?? null) !== $ticket->subcategory_id;

        $ticket->update([
            'subject' => $data['subject'],
            'body' => $data['body'],
            'subcategory_id' => $data['subcategory_id'] ?? null,
            'custom_fields' => $data['custom_values'] ?? [],
        ]);
        $ticket->addHistory('Zaktualizowano dane zgłoszenia');

        if ($categoryChanged) {
            $this->notify($ticket, 'category_changed');
            app(TriggerEngine::class)->handle($ticket, 'category_changed');
        }

        app(TriggerEngine::class)->handle($ticket, 'ticket_updated');
    }

    public function operatorReply(Ticket $ticket, User $operator, string $body, ?string $statusAfter = null, array $attachments = []): void
    {
        $message = $ticket->messages()->create([
            'author_name' => $operator->name,
            'body' => $body,
        ]);
        $message->attachAuthor($operator->id, 'operator');
        $ticket->touch();
        $this->attachFiles($ticket, $message, $attachments);
        $this->notify($ticket, 'operator_replied');
        app(TriggerEngine::class)->handle($ticket, 'comment_added');
        TicketMessagePosted::dispatch($ticket->id, $message->id, false, $operator->id);
        TicketQueueChanged::dispatch($ticket->id, 'message_posted', $operator->id);

        if ($statusAfter) {
            $this->setStatus($ticket, $statusAfter);
        }
    }

    public function operatorNote(Ticket $ticket, User $operator, string $body, array $attachments = []): void
    {
        $message = $ticket->messages()->create([
            'author_name' => $operator->name,
            'internal' => true,
            'body' => $body,
        ]);
        $message->attachAuthor($operator->id, 'operator');
        $this->attachFiles($ticket, $message, $attachments);
        TicketMessagePosted::dispatch($ticket->id, $message->id, true, $operator->id);
    }

    public function clientReply(Ticket $ticket, User $client, string $body, array $attachments = [], string $source = 'web'): void
    {
        $message = $ticket->messages()->create([
            'author_name' => $client->name,
            'body' => $body,
            'source' => $source === 'web' ? null : $source,
        ]);
        $message->attachAuthor($client->id, 'client');
        $ticket->touch();
        $this->attachFiles($ticket, $message, $attachments);

        // A fresh customer reply breaks whatever silence an automation rule
        // fired on, so it should be able to fire again after a new period of
        // silence rather than staying latched from before.
        $ticket->update(['last_customer_activity_at' => now()]);
        $ticket->automationRuleLogs()->delete();

        // Unlike notify(), clientReply() never had a NotificationSetting
        // trigger_key of its own — comment_added is a Trigger-engine-only
        // hook, e.g. for a rule that reopens a closed ticket on a fresh
        // customer reply.
        app(TriggerEngine::class)->handle($ticket, 'comment_added');
        TicketMessagePosted::dispatch($ticket->id, $message->id, false, $client->id);
        TicketQueueChanged::dispatch($ticket->id, 'message_posted', $client->id);
    }

    /**
     * A reply from a customer with no User account — e.g. an e-mail reply
     * from an address the IMAP fetcher couldn't resolve to a local/LDAP
     * user. Mirrors clientReply() (real customer activity: resets SLA
     * silence, fires comment_added so an admin-configured Trigger can reopen
     * a closed ticket) rather than apiMessage() (attachAuthor(null, null) —
     * a system/integration note, not client content). attachAuthor(null,
     * 'client') matches how create() already tags a guest's opening message.
     */
    public function guestReply(Ticket $ticket, string $authorName, string $body, array $attachments = [], string $source = 'web'): TicketMessage
    {
        $message = $ticket->messages()->create([
            'author_name' => $authorName,
            'body' => $body,
            'source' => $source === 'web' ? null : $source,
        ]);
        $message->attachAuthor(null, 'client');
        $ticket->touch();
        $this->attachFiles($ticket, $message, $attachments);

        $ticket->update(['last_customer_activity_at' => now()]);
        $ticket->automationRuleLogs()->delete();

        app(TriggerEngine::class)->handle($ticket, 'comment_added');
        TicketMessagePosted::dispatch($ticket->id, $message->id, false, null);
        TicketQueueChanged::dispatch($ticket->id, 'message_posted', null);

        return $message;
    }

    public function toggleWatch(Ticket $ticket, User $user): bool
    {
        if ($ticket->isWatchedBy($user)) {
            $ticket->watchers()->detach($user->id);

            return false;
        }

        $ticket->watchers()->attach($user->id);

        return true;
    }

    /**
     * A message posted by an API integration rather than a logged-in person —
     * no User to attach as author, so it lands as a "system" message (mirrors
     * merge()'s system notes). Public replies still fire the same outward
     * notification as an operator's reply; internal notes don't.
     */
    public function apiMessage(Ticket $ticket, ApiClient $client, string $body, bool $internal, string $authorName, array $attachments = []): TicketMessage
    {
        $message = $ticket->messages()->create([
            'author_name' => $authorName,
            'internal' => $internal,
            'body' => $body,
            'api_client_id' => $client->id,
        ]);
        $message->attachAuthor(null, null);
        $ticket->touch();
        $this->attachFiles($ticket, $message, $attachments);

        if (! $internal) {
            $this->notify($ticket, 'operator_replied');
            app(TriggerEngine::class)->handle($ticket, 'comment_added');
        }

        TicketMessagePosted::dispatch($ticket->id, $message->id, $internal, null);
        TicketQueueChanged::dispatch($ticket->id, 'message_posted', null);

        return $message;
    }

    /**
     * Stores each uploaded file and links it to the given message (or, for a
     * ticket's opening message, to $message === null-safe callers passing the
     * ticket's first message) — shared by every attachment-picking flow,
     * including the initial ticket-creation forms.
     *
     * @param  UploadedFile[]  $attachments
     */
    public function attachFiles(Ticket $ticket, ?TicketMessage $message, array $attachments): void
    {
        if (! $attachments || ! Settings::bool('allow_attachments')) {
            return;
        }

        foreach ($attachments as $attachment) {
            $path = $attachment->store('attachments', 'public');

            $ticket->attachments()->create([
                'message_id' => $message?->id,
                'original_name' => $attachment->getClientOriginalName(),
                'path' => $path,
                'size' => Storage::disk('public')->size($path),
                'mime' => $attachment->getMimeType(),
            ]);
        }
    }

    /**
     * Merge tickets: first selected id is primary, others get closed and their
     * messages copied onto the primary (mirrors the design's mergeSelected()).
     */
    public function merge(array $ticketIds): void
    {
        if (count($ticketIds) < 2) {
            return;
        }

        $tickets = Ticket::query()->whereIn('id', $ticketIds)->get()->keyBy('id');
        $primaryId = $ticketIds[0];
        $primary = $tickets->get($primaryId);
        $others = $tickets->except($primaryId);

        if (! $primary || $others->isEmpty()) {
            return;
        }

        $primary->messages()->create([
            'author_name' => 'System',
            'body' => 'Scalono zgłoszenia: '.$others->map(fn (Ticket $o) => $o->displayNumber())->implode(', '),
        ]);

        foreach ($others as $other) {
            foreach ($other->messages()->get() as $message) {
                $copy = $primary->messages()->create([
                    'author_name' => $message->author_name,
                    'internal' => $message->internal,
                    'body' => $message->body,
                ]);
                $copy->attachAuthor($message->author_id, $message->authorLink?->role?->key);
            }

            $other->update(['status_key' => 'closed']);
            $other->stopTimer();
            $note = $other->messages()->create([
                'author_name' => 'System',
                'internal' => true,
                'body' => 'Scalone ze zgłoszeniem '.$primary->displayNumber(),
            ]);
            $note->attachAuthor(null, 'operator');
            TicketQueueChanged::dispatch($other->id, 'merged', Auth::id());
        }

        $primary->touch();
        TicketQueueChanged::dispatch($primary->id, 'message_posted', Auth::id());
    }

    /**
     * Maps the fixed NotificationSetting trigger_keys onto the 3 event
     * categories a staff member can tune on their personal notification
     * preferences page (see NotificationPreference::CATEGORIES). Triggers
     * absent from this map (currently just the client-only 'ticket_created'
     * ack) have no staff-facing leg at all.
     */
    private const STAFF_EVENT_MAP = [
        'ticket_created_team' => 'new_ticket',
        'status_changed' => 'ticket_update',
        'priority_changed' => 'ticket_update',
        'assignee_changed' => 'ticket_update',
        'team_changed' => 'ticket_update',
        'category_changed' => 'ticket_update',
        'operator_replied' => 'ticket_update',
        'ticket_closed' => 'ticket_update',
        'sla_breached' => 'escalation',
    ];

    /**
     * Public so the scheduled SLA-breach check (which isn't a ticket lifecycle
     * event raised from within this service) can trigger the same way.
     *
     * NotificationSetting.enabled is the global kill switch, layered above
     * every per-user preference below — disabling a trigger here silences
     * both legs regardless of what any individual staff member configured;
     * the personal matrix can only narrow within an enabled trigger, never
     * widen past it.
     *
     * Sends exactly one notification to the trigger's fixed
     * NotificationSetting.recipient (a client, or the ticket's single
     * assignee) exactly as before, then — for triggers mapped in
     * STAFF_EVENT_MAP — additionally fans out to every other operator/admin
     * whose own notification preferences put this ticket in scope.
     */
    public function notify(Ticket $ticket, string $triggerKey): void
    {
        $setting = NotificationSetting::query()->where('trigger_key', $triggerKey)->first();

        if (! $setting || ! $setting->enabled || ! $setting->email_template_id) {
            return;
        }

        $notifiable = $setting->recipient === 'operator' ? $ticket->assignee : $ticket->customer;
        $fallbackEmail = $setting->recipient === 'operator' ? $ticket->assignee?->email : $ticket->email;

        $this->deliverTicketNotification($ticket, $setting->recipient, $setting->email_template_id, notifiable: $notifiable, fallbackEmail: $fallbackEmail);

        if ($category = self::STAFF_EVENT_MAP[$triggerKey] ?? null) {
            $this->notifyStaffForCategory($ticket, $category, $setting->email_template_id, skip: $notifiable);
        }
    }

    /**
     * Notifies every operator/admin whose personal notification preferences
     * (see NotificationPreference) put this ticket into one of their chosen
     * scopes for $category — "Wszystkie zgłoszenia" deliberately reuses the
     * existing Ticket::isVisibleToOperator() ACL rather than meaning
     * literally every ticket, so it naturally stays within a non-admin
     * operator's own team(s) + unrouted tickets. $skip excludes whoever
     * notify() already notified directly via the fixed recipient (so an
     * assignee with scope_mine enabled doesn't get the same event twice),
     * and the acting user is always excluded so nobody gets notified about
     * their own action.
     */
    protected function notifyStaffForCategory(Ticket $ticket, string $category, int $templateId, ?User $skip = null): void
    {
        $staff = User::query()->whereHas('roleAssignments', fn ($q) => $q->whereIn('key', ['operator', 'admin']))->get();

        foreach ($staff as $user) {
            if ($user->id === Auth::id() || ($skip && $user->id === $skip->id)) {
                continue;
            }

            $pref = NotificationPreference::rowFor($user, $category);

            $inScope = ($pref['scope_mine'] && $ticket->assignee_id === $user->id)
                || ($pref['scope_unassigned'] && $ticket->assignee_id === null)
                || ($pref['scope_watched'] && $ticket->isWatchedBy($user))
                || ($pref['scope_all'] && $ticket->isVisibleToOperator($user));

            if (! $inScope) {
                continue;
            }

            $this->deliverTicketNotification($ticket, 'operator', $templateId, $pref['email'] ? ['mail', 'database'] : ['database'], notifiable: $user);
        }
    }

    /**
     * Entry point for the Trigger engine's send_notification action (see
     * TriggerEngine) — an admin-authored, explicit business action, not one
     * of the fixed system lifecycle events, so unlike notify() it doesn't
     * consult NotificationSetting or any per-user preference; it always
     * sends both mail and bell, same as the original unconditional
     * TicketNotification behaviour.
     */
    public function sendCustomNotification(Ticket $ticket, string $recipient, int $templateId): void
    {
        $notifiable = $recipient === 'operator' ? $ticket->assignee : $ticket->customer;
        $fallbackEmail = $recipient === 'operator' ? $ticket->assignee?->email : $ticket->email;

        $this->deliverTicketNotification($ticket, $recipient, $templateId, notifiable: $notifiable, fallbackEmail: $fallbackEmail, templateSource: 'trigger_email_template');
    }

    /**
     * Shared by notify()'s fixed-recipient leg, notifyStaffForCategory()'s
     * per-user fan-out, and sendCustomNotification(). $notifiable, when
     * given a real User, always wins over $fallbackEmail — the fallback
     * only exists for a guest customer with no account, where the
     * "database" (bell) channel has nothing to attach to, so
     * TicketNotification::via() drops it to mail-only anyway.
     */
    private function deliverTicketNotification(
        Ticket $ticket,
        string $recipientRole,
        int $templateId,
        array $channels = ['mail', 'database'],
        ?User $notifiable = null,
        ?string $fallbackEmail = null,
        string $templateSource = 'email_template',
    ): void {
        if ($notifiable) {
            $notifiable->notify(new TicketNotification($ticket, $templateId, $recipientRole, $channels, $templateSource));

            return;
        }

        if ($fallbackEmail) {
            Notification::route('mail', $fallbackEmail)
                ->notify(new TicketNotification($ticket, $templateId, $recipientRole, $channels, $templateSource));
        }
    }
}