servicedesk/src/app/Services/TicketService.php

<?php

namespace App\Services;

use App\Models\ApiClient;
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\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,
            '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'] ?? [],
        ]);

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

        $this->notify($ticket, 'ticket_created');

        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.
        if ($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();
        } else {
            $this->notify($ticket, 'status_changed');
        }
    }

    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');
    }

    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');
    }

    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');
    }

    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');
        }
    }

    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');

        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);
    }

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

    /**
     * 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');
        }

        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->number)->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->number,
            ]);
            $note->attachAuthor(null, 'operator');
        }

        $primary->touch();
    }

    /**
     * Public so the scheduled SLA-breach check (which isn't a ticket lifecycle
     * event raised from within this service) can trigger the same way.
     */
    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;
        }

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

        if (! $email) {
            return;
        }

        Notification::route('mail', $email)
            ->notify(new TicketNotification($ticket, $setting->email_template_id));
    }
}