servicedesk/src/tests/Feature/TicketAiTriageServiceTest.php

<?php

use App\Models\Category;
use App\Models\Priority;
use App\Models\Subcategory;
use App\Models\Ticket;
use App\Services\TicketAiTriageService;
use App\Support\Settings;
use Illuminate\Support\Facades\Http;

function enableAiForTriage(): void
{
    Settings::set('ai_enabled', '1');
    Settings::set('ai_base_url', 'https://ai.test');
    Settings::set('ai_model', 'llama-3.3-70b-versatile');
}

/** @return array{cat1: Category, sub1: Subcategory, sub2: Subcategory, cat2: Category} */
function seedCategoriesForTriage(): array
{
    $cat1 = Category::query()->create(['name' => 'IT-Pomoc']);
    $sub1 = $cat1->subcategories()->create(['name' => 'Drukarki i skanery']);
    $sub2 = $cat1->subcategories()->create(['name' => 'VPN']);
    $cat2 = Category::query()->create(['name' => 'Zamówienia']);
    $cat2->subcategories()->create(['name' => 'Nowe zamówienie']);

    return compact('cat1', 'sub1', 'sub2', 'cat2');
}

function seedPrioritiesForTriage(): void
{
    Priority::query()->create(['key' => 'low', 'label' => 'Niski', 'color' => '#000', 'sort_order' => 4]);
    Priority::query()->create(['key' => 'medium', 'label' => 'Średni', 'color' => '#000', 'sort_order' => 3]);
    Priority::query()->create(['key' => 'high', 'label' => 'Wysoki', 'color' => '#000', 'sort_order' => 2]);
    Priority::query()->create(['key' => 'critical', 'label' => 'Krytyczny', 'color' => '#000', 'sort_order' => 1]);
}

function triageTicket(array $overrides = []): Ticket
{
    return Ticket::query()->create(array_merge([
        'number' => (string) random_int(100000, 999999),
        'email' => 'client@example.com',
        'name' => 'Test Client',
        'subject' => 'Problem z drukarką',
        'body' => 'Drukarka HP w biurze nie drukuje od rana, pokazuje błąd papieru mimo że jest papier.',
        'status_key' => 'new',
        'priority_key' => 'medium',
        'custom_fields' => [],
    ], $overrides));
}

function fakeAiChat(string $content): void
{
    Http::fake(['ai.test/*' => Http::response(['choices' => [['message' => ['content' => $content]]]])]);
}

test('category_when_missing assigns category+subcategory to a fully unclassified ticket', function () {
    enableAiForTriage();
    ['sub1' => $sub1] = seedCategoriesForTriage();
    Settings::set('ai_triage_category_when_missing', '1');
    fakeAiChat('{"category": "IT-Pomoc", "subcategory": "Drukarki i skanery", "subject": null, "priority": null}');

    $ticket = triageTicket(['category_id' => null, 'subcategory_id' => null]);

    $totals = app(TicketAiTriageService::class)->run();

    expect($totals)->toBe(['scanned' => 1, 'changed' => 1, 'failed' => 0]);
    $ticket->refresh();
    expect($ticket->subcategory_id)->toBe($sub1->id);
    expect($ticket->category_id)->toBeNull();
    expect($ticket->ai_triaged_at)->not->toBeNull();
    expect($ticket->histories()->pluck('text')->all())->toBe([
        'Kategoria zmieniona na: IT-Pomoc / Drukarki i skanery',
        'Automatyzacja: klasyfikacja AI',
    ]);
});

test('subcategory_when_category_only restricts the prompt to the ticket\'s existing category and picks within it', function () {
    enableAiForTriage();
    ['cat1' => $cat1, 'sub2' => $sub2] = seedCategoriesForTriage();
    Settings::set('ai_triage_subcategory_when_category_only', '1');
    fakeAiChat('{"category": null, "subcategory": "VPN", "subject": null, "priority": null}');

    $ticket = triageTicket(['category_id' => $cat1->id, 'subcategory_id' => null]);

    app(TicketAiTriageService::class)->run();

    $ticket->refresh();
    expect($ticket->subcategory_id)->toBe($sub2->id);
    expect($ticket->category_id)->toBeNull();

    Http::assertSent(function ($request) {
        $content = $request['messages'][0]['content'] ?? '';

        return str_contains($content, 'Drukarki i skanery')
            && str_contains($content, 'VPN')
            && ! str_contains($content, 'Nowe zamówienie');
    });
});

test('recheck_categorized moves an already-categorized ticket to a better-matching subcategory', function () {
    enableAiForTriage();
    ['sub1' => $sub1, 'sub2' => $sub2] = seedCategoriesForTriage();
    Settings::set('ai_triage_recheck_categorized', '1');
    fakeAiChat('{"category": null, "subcategory": "VPN", "subject": null, "priority": null}');

    $ticket = triageTicket(['category_id' => null, 'subcategory_id' => $sub1->id]);

    app(TicketAiTriageService::class)->run();

    expect($ticket->refresh()->subcategory_id)->toBe($sub2->id);
});

test('recheck_categorized confirming the existing subcategory leaves no history and no changed count', function () {
    enableAiForTriage();
    ['sub1' => $sub1] = seedCategoriesForTriage();
    Settings::set('ai_triage_recheck_categorized', '1');
    fakeAiChat('{"category": null, "subcategory": "Drukarki i skanery", "subject": null, "priority": null}');

    $ticket = triageTicket(['category_id' => null, 'subcategory_id' => $sub1->id]);

    $totals = app(TicketAiTriageService::class)->run();

    expect($totals)->toBe(['scanned' => 1, 'changed' => 0, 'failed' => 0]);
    expect($ticket->refresh()->subcategory_id)->toBe($sub1->id);
    expect($ticket->histories()->count())->toBe(0);
    expect($ticket->ai_triaged_at)->not->toBeNull();
});

test('fix_subject rewrites an unclear subject', function () {
    enableAiForTriage();
    Settings::set('ai_triage_fix_subject', '1');
    fakeAiChat('{"category": null, "subcategory": null, "subject": "Awaria drukarki HP w biurze", "priority": null}');

    $ticket = triageTicket(['subject' => 'pomocy!!!']);

    app(TicketAiTriageService::class)->run();

    $ticket->refresh();
    expect($ticket->subject)->toBe('Awaria drukarki HP w biurze');
    expect($ticket->histories()->pluck('text')->all())->toBe([
        'Temat zmieniony na: „Awaria drukarki HP w biurze”',
        'Automatyzacja: klasyfikacja AI',
    ]);
});

test('set_priority assigns a priority based on content', function () {
    enableAiForTriage();
    seedPrioritiesForTriage();
    Settings::set('ai_triage_set_priority', '1');
    fakeAiChat('{"category": null, "subcategory": null, "subject": null, "priority": "high"}');

    $ticket = triageTicket(['priority_key' => 'medium']);

    app(TicketAiTriageService::class)->run();

    $ticket->refresh();
    expect($ticket->priority_key)->toBe('high');
    expect($ticket->histories()->pluck('text')->all())->toBe([
        'Priorytet zmieniony na: Wysoki',
        'Automatyzacja: klasyfikacja AI',
    ]);
});

test('a multi-field change writes one mechanical line per changed field plus a single attribution line', function () {
    enableAiForTriage();
    seedPrioritiesForTriage();
    ['sub1' => $sub1, 'sub2' => $sub2] = seedCategoriesForTriage();
    Settings::set('ai_triage_recheck_categorized', '1');
    Settings::set('ai_triage_set_priority', '1');
    // ticket currently sits under sub2 (VPN); AI moves it to sub1 (Drukarki i
    // skanery) AND bumps priority — both fields change in the same pass.
    fakeAiChat('{"category": null, "subcategory": "Drukarki i skanery", "subject": null, "priority": "critical"}');

    $ticket = triageTicket(['category_id' => null, 'subcategory_id' => $sub2->id, 'priority_key' => 'medium']);

    app(TicketAiTriageService::class)->run();

    $ticket->refresh();
    expect($ticket->subcategory_id)->toBe($sub1->id);
    expect($ticket->priority_key)->toBe('critical');
    expect($ticket->histories()->pluck('text')->all())->toBe([
        'Kategoria zmieniona na: IT-Pomoc / Drukarki i skanery',
        'Priorytet zmieniony na: Krytyczny',
        'Automatyzacja: klasyfikacja AI',
    ]);
});

test('idempotency: a second run does not rescan an already-triaged ticket', function () {
    enableAiForTriage();
    Settings::set('ai_triage_set_priority', '1');
    seedPrioritiesForTriage();
    fakeAiChat('{"category": null, "subcategory": null, "subject": null, "priority": "high"}');

    triageTicket();

    app(TicketAiTriageService::class)->run();
    $second = app(TicketAiTriageService::class)->run();

    expect($second)->toBe(['scanned' => 0, 'changed' => 0, 'failed' => 0]);
});

test('a malformed AI response changes nothing but still stamps ai_triaged_at and counts as failed', function () {
    enableAiForTriage();
    Settings::set('ai_triage_set_priority', '1');
    seedPrioritiesForTriage();
    fakeAiChat('to nie jest JSON');

    $ticket = triageTicket(['priority_key' => 'medium']);

    $totals = app(TicketAiTriageService::class)->run();

    expect($totals)->toBe(['scanned' => 1, 'changed' => 0, 'failed' => 1]);
    $ticket->refresh();
    expect($ticket->priority_key)->toBe('medium');
    expect($ticket->ai_triaged_at)->not->toBeNull();
});

test('a hallucinated category name is silently dropped rather than applied', function () {
    enableAiForTriage();
    seedCategoriesForTriage();
    Settings::set('ai_triage_category_when_missing', '1');
    fakeAiChat('{"category": "Kategoria Zmyślona Przez Model", "subcategory": null, "subject": null, "priority": null}');

    $ticket = triageTicket(['category_id' => null, 'subcategory_id' => null]);

    $totals = app(TicketAiTriageService::class)->run();

    expect($totals['changed'])->toBe(0);
    $ticket->refresh();
    expect($ticket->category_id)->toBeNull();
    expect($ticket->subcategory_id)->toBeNull();
});

test('with every triage toggle off, run makes no AI calls at all', function () {
    enableAiForTriage();
    triageTicket(['category_id' => null, 'subcategory_id' => null]);

    Http::fake();

    $totals = app(TicketAiTriageService::class)->run();

    expect($totals)->toBe(['scanned' => 0, 'changed' => 0, 'failed' => 0]);
    Http::assertNothingSent();
});