CRM_Montzar/apps/api/src/tickets/tickets.service.ts

import {
  BadRequestException,
  Injectable,
  NotFoundException,
} from '@nestjs/common';
import type {
  CreateTicketMessageRequest,
  CreateTicketRequest,
  PaginatedResponse,
  TicketDto,
  TicketPriority,
  UpdateTicketRequest,
} from '@mento/shared';
import { TICKET_SLA_HOURS } from '@mento/shared';
import { Prisma } from '@prisma/client';
import { PrismaService } from '../prisma/prisma.service';
import {
  type Actor,
  elevated,
  ticketAccessWhere,
} from '../common/record-scope';
import { NotificationsService } from '../notifications/notifications.service';
import { AutomationsService } from '../automations/automations.service';

const include = {
  person: { select: { id: true, firstName: true, lastName: true } },
  company: { select: { id: true, name: true } },
  deal: { select: { id: true, title: true } },
  assignee: { select: { id: true, fullName: true } },
  reporter: { select: { id: true, fullName: true } },
  messages: {
    orderBy: { createdAt: 'asc' as const },
    include: { author: { select: { id: true, fullName: true } } },
  },
} satisfies Prisma.TicketInclude;

type TicketRow = Prisma.TicketGetPayload<{ include: typeof include }>;

@Injectable()
export class TicketsService {
  constructor(
    private readonly prisma: PrismaService,
    private readonly notifications: NotificationsService,
    private readonly automations: AutomationsService,
  ) {}

  async list(
    actor: Actor,
    opts: {
      q?: string;
      status?: string;
      priority?: string;
      personId?: string;
      assigneeId?: string;
      sla?: 'overdue';
      page?: number;
      limit?: number;
    },
  ): Promise<PaginatedResponse<TicketDto>> {
    const page = opts.page ?? 1;
    const limit = opts.limit ?? 50;
    const now = new Date();
    const access = ticketAccessWhere(actor);
    const where: Prisma.TicketWhereInput = {
      organizationId: actor.organizationId,
      ...access,
      ...(opts.status ? { status: opts.status as never } : {}),
      ...(opts.priority ? { priority: opts.priority as never } : {}),
      ...(opts.personId ? { personId: opts.personId } : {}),
      ...(opts.assigneeId && elevated(actor.role)
        ? { assigneeId: opts.assigneeId }
        : {}),
      ...(opts.sla === 'overdue'
        ? {
            slaDueAt: { lt: now },
            firstRespondedAt: null,
            status: { in: ['open', 'in_progress', 'waiting'] },
          }
        : {}),
      ...(opts.q?.trim()
        ? {
            AND: [
              access,
              {
                OR: [
                  { subject: { contains: opts.q.trim(), mode: 'insensitive' } },
                  { number: { contains: opts.q.trim(), mode: 'insensitive' } },
                  {
                    description: {
                      contains: opts.q.trim(),
                      mode: 'insensitive',
                    },
                  },
                ],
              },
            ],
          }
        : {}),
    };

    // When q is set, avoid double-spreading access at top level
    const finalWhere: Prisma.TicketWhereInput = opts.q?.trim()
      ? {
          organizationId: actor.organizationId,
          ...(opts.status ? { status: opts.status as never } : {}),
          ...(opts.priority ? { priority: opts.priority as never } : {}),
          ...(opts.personId ? { personId: opts.personId } : {}),
          ...(opts.assigneeId && elevated(actor.role)
            ? { assigneeId: opts.assigneeId }
            : {}),
          ...(opts.sla === 'overdue'
            ? {
                slaDueAt: { lt: now },
                firstRespondedAt: null,
                status: { in: ['open', 'in_progress', 'waiting'] },
              }
            : {}),
          AND: [
            access,
            {
              OR: [
                { subject: { contains: opts.q.trim(), mode: 'insensitive' } },
                { number: { contains: opts.q.trim(), mode: 'insensitive' } },
                {
                  description: {
                    contains: opts.q.trim(),
                    mode: 'insensitive',
                  },
                },
              ],
            },
          ],
        }
      : where;

    const [rows, total] = await this.prisma.$transaction([
      this.prisma.ticket.findMany({
        where: finalWhere,
        include,
        orderBy: { updatedAt: 'desc' },
        skip: (page - 1) * limit,
        take: limit,
      }),
      this.prisma.ticket.count({ where: finalWhere }),
    ]);

    return {
      items: rows.map((row) => this.toDto(row)),
      total,
      page,
      limit,
    };
  }

  async get(actor: Actor, id: string): Promise<TicketDto> {
    const row = await this.prisma.ticket.findFirst({
      where: {
        id,
        organizationId: actor.organizationId,
        ...ticketAccessWhere(actor),
      },
      include,
    });
    if (!row) throw new NotFoundException('تیکت پیدا نشد');
    return this.toDto(row);
  }

  async create(actor: Actor, dto: CreateTicketRequest): Promise<TicketDto> {
    const personId = emptyToNull(dto.personId ?? null);
    const companyId = emptyToNull(dto.companyId ?? null);
    const dealId = emptyToNull(dto.dealId ?? null);
    let assigneeId = emptyToNull(dto.assigneeId ?? null) ?? actor.userId;

    await this.assertLinks(actor.organizationId, personId, companyId, dealId);
    if (assigneeId) {
      await this.assertUser(actor.organizationId, assigneeId);
    }
    if (!elevated(actor.role) && assigneeId && assigneeId !== actor.userId) {
      assigneeId = actor.userId;
    }

    const number = await this.nextNumber(actor.organizationId);
    const status = (dto.status as never) || 'open';
    const priority = ((dto.priority as TicketPriority) || 'normal') as TicketPriority;
    const createdAt = new Date();
    const row = await this.prisma.ticket.create({
      data: {
        organizationId: actor.organizationId,
        number,
        subject: dto.subject.trim(),
        description: emptyToNull(dto.description ?? null),
        status,
        priority: priority as never,
        personId,
        companyId,
        dealId,
        assigneeId,
        reporterId: actor.userId,
        createdAt,
        slaDueAt: computeSlaDueAt(createdAt, priority),
        resolvedAt:
          status === 'resolved' || status === 'closed' ? createdAt : null,
        ...(dto.description?.trim()
          ? {
              messages: {
                create: {
                  authorId: actor.userId,
                  body: dto.description.trim(),
                  isInternal: false,
                },
              },
            }
          : {}),
      },
      include,
    });

    if (assigneeId && assigneeId !== actor.userId) {
      await this.notifications.create({
        organizationId: actor.organizationId,
        userId: assigneeId,
        type: 'ticket_assigned',
        title: 'تیکت جدید ارجاع شد',
        body: row.subject,
        link: `/tickets/${row.id}`,
        entityType: 'ticket',
        entityId: row.id,
      });
    }

    return this.toDto(row);
  }

  async update(
    actor: Actor,
    id: string,
    dto: UpdateTicketRequest,
  ): Promise<TicketDto> {
    const existing = await this.prisma.ticket.findFirst({
      where: {
        id,
        organizationId: actor.organizationId,
        ...ticketAccessWhere(actor),
      },
    });
    if (!existing) throw new NotFoundException('تیکت پیدا نشد');

    if (
      'personId' in dto ||
      'companyId' in dto ||
      'dealId' in dto
    ) {
      await this.assertLinks(
        actor.organizationId,
        emptyToNull(dto.personId ?? null),
        emptyToNull(dto.companyId ?? null),
        emptyToNull(dto.dealId ?? null),
      );
    }

    const data: Prisma.TicketUncheckedUpdateInput = {};
    if (dto.subject !== undefined) data.subject = dto.subject.trim();
    if ('description' in dto) {
      data.description = emptyToNull(dto.description ?? null);
    }
    if (dto.status !== undefined) {
      data.status = dto.status as never;
      if (dto.status === 'resolved' || dto.status === 'closed') {
        data.resolvedAt = existing.resolvedAt ?? new Date();
      } else {
        data.resolvedAt = null;
      }
    }
    if (dto.priority !== undefined) {
      data.priority = dto.priority as never;
      if (!existing.firstRespondedAt) {
        data.slaDueAt = computeSlaDueAt(
          existing.createdAt,
          dto.priority as TicketPriority,
        );
      }
    }
    if ('personId' in dto) data.personId = emptyToNull(dto.personId ?? null);
    if ('companyId' in dto) data.companyId = emptyToNull(dto.companyId ?? null);
    if ('dealId' in dto) data.dealId = emptyToNull(dto.dealId ?? null);
    if ('assigneeId' in dto) {
      const next = emptyToNull(dto.assigneeId ?? null);
      if (next) await this.assertUser(actor.organizationId, next);
      if (!elevated(actor.role) && next && next !== actor.userId) {
        throw new BadRequestException('فقط می‌توانید تیکت را به خودتان ارجاع دهید');
      }
      data.assigneeId = next;
      if (next && next !== existing.assigneeId && next !== actor.userId) {
        await this.notifications.create({
          organizationId: actor.organizationId,
          userId: next,
          type: 'ticket_assigned',
          title: 'تیکت به شما ارجاع شد',
          body: existing.subject,
          link: `/tickets/${existing.id}`,
          entityType: 'ticket',
          entityId: existing.id,
        });
      }
    }

    const nextStatus = (dto.status ?? existing.status) as string;
    if ('csatScore' in dto || 'csatComment' in dto) {
      if (nextStatus !== 'resolved' && nextStatus !== 'closed') {
        throw new BadRequestException(
          'ثبت رضایت فقط برای تیکت حل‌شده یا بسته مجاز است',
        );
      }
      if (dto.csatScore !== undefined && dto.csatScore !== null) {
        if (dto.csatScore < 1 || dto.csatScore > 5) {
          throw new BadRequestException('امتیاز رضایت باید بین ۱ تا ۵ باشد');
        }
        data.csatScore = dto.csatScore;
        data.csatAt = new Date();
      }
      if ('csatComment' in dto) {
        data.csatComment = emptyToNull(dto.csatComment ?? null);
        if (!data.csatAt && (dto.csatComment || existing.csatScore)) {
          data.csatAt = new Date();
        }
      }
    }

    await this.prisma.ticket.update({ where: { id }, data });

    const becameResolved =
      (dto.status === 'resolved' || dto.status === 'closed') &&
      existing.status !== 'resolved' &&
      existing.status !== 'closed';
    if (becameResolved) {
      await this.automations.runTrigger('ticket_resolved', {
        organizationId: actor.organizationId,
        entityType: 'ticket',
        entityId: existing.id,
        title: existing.subject,
        personId: existing.personId,
        companyId: existing.companyId,
        dealId: existing.dealId,
        assigneeId: existing.assigneeId,
        ownerId: existing.assigneeId,
      });
    }

    return this.get(actor, id);
  }

  async remove(actor: Actor, id: string): Promise<void> {
    await this.ensureExists(actor, id);
    await this.prisma.ticket.delete({ where: { id } });
  }

  async addMessage(
    actor: Actor,
    ticketId: string,
    dto: CreateTicketMessageRequest,
  ): Promise<TicketDto> {
    const existing = await this.prisma.ticket.findFirst({
      where: {
        id: ticketId,
        organizationId: actor.organizationId,
        ...ticketAccessWhere(actor),
      },
      select: {
        id: true,
        firstRespondedAt: true,
        reporterId: true,
      },
    });
    if (!existing) throw new NotFoundException('تیکت پیدا نشد');

    const isInternal = dto.isInternal ?? false;
    await this.prisma.ticketMessage.create({
      data: {
        ticketId,
        authorId: actor.userId,
        body: dto.body.trim(),
        isInternal,
      },
    });

    const patch: Prisma.TicketUncheckedUpdateInput = { updatedAt: new Date() };
    if (
      !isInternal &&
      !existing.firstRespondedAt &&
      actor.userId !== existing.reporterId
    ) {
      patch.firstRespondedAt = new Date();
    }
    await this.prisma.ticket.update({ where: { id: ticketId }, data: patch });
    return this.get(actor, ticketId);
  }

  private async nextNumber(organizationId: string): Promise<string> {
    const count = await this.prisma.ticket.count({ where: { organizationId } });
    return `TK-${String(count + 1).padStart(4, '0')}`;
  }

  private async ensureExists(actor: Actor, id: string) {
    const found = await this.prisma.ticket.findFirst({
      where: {
        id,
        organizationId: actor.organizationId,
        ...ticketAccessWhere(actor),
      },
      select: { id: true },
    });
    if (!found) throw new NotFoundException('تیکت پیدا نشد');
  }

  private async assertUser(organizationId: string, userId: string) {
    const user = await this.prisma.user.findFirst({
      where: { id: userId, organizationId },
      select: { id: true },
    });
    if (!user) throw new BadRequestException('کاربر مسئول معتبر نیست');
  }

  private async assertLinks(
    organizationId: string,
    personId: string | null,
    companyId: string | null,
    dealId: string | null,
  ) {
    if (personId) {
      const person = await this.prisma.person.findFirst({
        where: { id: personId, organizationId },
        select: { id: true },
      });
      if (!person) throw new BadRequestException('شخص معتبر نیست');
    }
    if (companyId) {
      const company = await this.prisma.company.findFirst({
        where: { id: companyId, organizationId },
        select: { id: true },
      });
      if (!company) throw new BadRequestException('شرکت معتبر نیست');
    }
    if (dealId) {
      const deal = await this.prisma.deal.findFirst({
        where: { id: dealId, organizationId },
        select: { id: true },
      });
      if (!deal) throw new BadRequestException('معامله معتبر نیست');
    }
  }

  private toDto(row: TicketRow): TicketDto {
    const openStatuses = new Set(['open', 'in_progress', 'waiting']);
    const slaBreached = Boolean(
      row.slaDueAt &&
        !row.firstRespondedAt &&
        openStatuses.has(row.status) &&
        row.slaDueAt.getTime() < Date.now(),
    );
    return {
      id: row.id,
      number: row.number,
      subject: row.subject,
      description: row.description,
      status: row.status,
      priority: row.priority,
      person: row.person
        ? {
            id: row.person.id,
            fullName: `${row.person.firstName} ${row.person.lastName}`.trim(),
          }
        : null,
      company: row.company,
      deal: row.deal,
      assignee: row.assignee,
      reporter: row.reporter,
      resolvedAt: row.resolvedAt?.toISOString() ?? null,
      slaDueAt: row.slaDueAt?.toISOString() ?? null,
      firstRespondedAt: row.firstRespondedAt?.toISOString() ?? null,
      slaBreached,
      csatScore: row.csatScore,
      csatComment: row.csatComment,
      csatAt: row.csatAt?.toISOString() ?? null,
      messages: row.messages.map((m) => ({
        id: m.id,
        body: m.body,
        isInternal: m.isInternal,
        author: m.author,
        createdAt: m.createdAt.toISOString(),
      })),
      createdAt: row.createdAt.toISOString(),
      updatedAt: row.updatedAt.toISOString(),
    };
  }
}

function computeSlaDueAt(from: Date, priority: TicketPriority): Date {
  const hours = TICKET_SLA_HOURS[priority] ?? TICKET_SLA_HOURS.normal;
  return new Date(from.getTime() + hours * 60 * 60 * 1000);
}

function emptyToNull(value?: string | null): string | null {
  if (value == null) return null;
  const trimmed = value.trim();
  return trimmed.length ? trimmed : null;
}