bmc_hub/app/ticket/backend/ticket_service.py

"""
Ticket Service
==============

Business logic for ticket operations: status transitions, validation, audit logging.
"""

import logging
from datetime import datetime
from typing import Optional, Dict, Any, List
from decimal import Decimal

from app.core.database import execute_query, execute_insert, execute_update
from app.ticket.backend.models import (
    TicketStatus, 
    TicketPriority,
    TTicketCreate,
    TTicketUpdate,
    TTicket
)

logger = logging.getLogger(__name__)


class TicketService:
    """Service for ticket business logic"""
    
    # Status transition rules (which transitions are allowed)
    ALLOWED_TRANSITIONS = {
        TicketStatus.OPEN: [TicketStatus.IN_PROGRESS, TicketStatus.CLOSED],
        TicketStatus.IN_PROGRESS: [
            TicketStatus.WAITING_CUSTOMER, 
            TicketStatus.WAITING_INTERNAL, 
            TicketStatus.RESOLVED
        ],
        TicketStatus.WAITING_CUSTOMER: [TicketStatus.IN_PROGRESS, TicketStatus.CLOSED],
        TicketStatus.WAITING_INTERNAL: [TicketStatus.IN_PROGRESS, TicketStatus.CLOSED],
        TicketStatus.RESOLVED: [TicketStatus.CLOSED, TicketStatus.IN_PROGRESS],  # Can reopen
        TicketStatus.CLOSED: []  # Cannot transition from closed
    }
    
    @staticmethod
    def validate_status_transition(current_status: str, new_status: str) -> tuple[bool, Optional[str]]:
        """
        Validate if status transition is allowed
        
        Returns:
            (is_valid, error_message)
        """
        try:
            current = TicketStatus(current_status)
            new = TicketStatus(new_status)
        except ValueError as e:
            return False, f"Invalid status: {e}"
        
        if current == new:
            return True, None  # Same status is OK
        
        allowed = TicketService.ALLOWED_TRANSITIONS.get(current, [])
        if new not in allowed:
            return False, f"Cannot transition from {current.value} to {new.value}"
        
        return True, None
    
    @staticmethod
    def create_ticket(
        ticket_data: TTicketCreate,
        user_id: Optional[int] = None
    ) -> Dict[str, Any]:
        """
        Create a new ticket with auto-generated ticket_number if not provided
        
        Args:
            ticket_data: Ticket creation data
            user_id: User creating the ticket
            
        Returns:
            Created ticket dict
        """
        logger.info(f"🎫 Creating ticket: {ticket_data.subject}")
        
        # Prepare data for PostgreSQL (convert Python types to SQL types)
        import json
        from psycopg2.extras import Json
        
        # Insert ticket (trigger will auto-generate ticket_number if NULL)
        ticket_id = execute_insert(
            """
            INSERT INTO tticket_tickets (
                ticket_number, subject, description, status, priority, category,
                customer_id, contact_id, assigned_to_user_id, created_by_user_id,
                source, tags, custom_fields
            ) VALUES (%s, %s, %s, %s, %s, %s, %s, %s, %s, %s, %s, %s, %s)
            """,
            (
                ticket_data.ticket_number,
                ticket_data.subject,
                ticket_data.description,
                ticket_data.status.value,
                ticket_data.priority.value,
                ticket_data.category,
                ticket_data.customer_id,
                ticket_data.contact_id,
                ticket_data.assigned_to_user_id,
                user_id or ticket_data.created_by_user_id,
                ticket_data.source.value,
                ticket_data.tags or [],  # PostgreSQL array
                Json(ticket_data.custom_fields or {})  # PostgreSQL JSONB
            )
        )
        
        # Log creation
        TicketService.log_audit(
            ticket_id=ticket_id,
            entity_type="ticket",
            entity_id=ticket_id,
            user_id=user_id,
            action="created",
            details={"subject": ticket_data.subject, "status": ticket_data.status.value}
        )
        
        # Fetch created ticket
        ticket = execute_query(
            "SELECT * FROM tticket_tickets WHERE id = %s",
            (ticket_id,),
            fetchone=True
        )
        
        logger.info(f"✅ Created ticket {ticket['ticket_number']} (ID: {ticket_id})")
        return ticket
    
    @staticmethod
    def update_ticket(
        ticket_id: int,
        update_data: TTicketUpdate,
        user_id: Optional[int] = None
    ) -> Dict[str, Any]:
        """
        Update ticket with partial data
        
        Args:
            ticket_id: Ticket ID to update
            update_data: Fields to update
            user_id: User making the update
            
        Returns:
            Updated ticket dict
        """
        # Get current ticket
        current = execute_query(
            "SELECT * FROM tticket_tickets WHERE id = %s",
            (ticket_id,),
            fetchone=True
        )
        
        if not current:
            raise ValueError(f"Ticket {ticket_id} not found")
        
        # Build UPDATE query dynamically
        import json
        from psycopg2.extras import Json
        
        updates = []
        params = []
        
        update_dict = update_data.model_dump(exclude_unset=True)
        
        for field, value in update_dict.items():
            # Convert enums to values
            if hasattr(value, 'value'):
                value = value.value
            # Convert dict to JSON for PostgreSQL JSONB
            elif field == 'custom_fields' and isinstance(value, dict):
                value = Json(value)
            # Arrays are handled automatically by psycopg2
            
            updates.append(f"{field} = %s")
            params.append(value)
        
        if not updates:
            logger.warning(f"No fields to update for ticket {ticket_id}")
            return current
        
        # Add ticket_id to params
        params.append(ticket_id)
        
        query = f"UPDATE tticket_tickets SET {', '.join(updates)} WHERE id = %s"
        execute_update(query, tuple(params))
        
        # Log update
        TicketService.log_audit(
            ticket_id=ticket_id,
            entity_type="ticket",
            entity_id=ticket_id,
            user_id=user_id,
            action="updated",
            details=update_dict
        )
        
        # Fetch updated ticket
        updated = execute_query(
            "SELECT * FROM tticket_tickets WHERE id = %s",
            (ticket_id,),
            fetchone=True
        )
        
        logger.info(f"✅ Updated ticket {updated['ticket_number']}")
        return updated
    
    @staticmethod
    def update_ticket_status(
        ticket_id: int,
        new_status: str,
        user_id: Optional[int] = None,
        note: Optional[str] = None
    ) -> Dict[str, Any]:
        """
        Update ticket status with validation
        
        Args:
            ticket_id: Ticket ID
            new_status: New status value
            user_id: User making the change
            note: Optional note for audit log
            
        Returns:
            Updated ticket dict
            
        Raises:
            ValueError: If transition is not allowed
        """
        # Get current ticket
        current = execute_query(
            "SELECT * FROM tticket_tickets WHERE id = %s",
            (ticket_id,),
            fetchone=True
        )
        
        if not current:
            raise ValueError(f"Ticket {ticket_id} not found")
        
        current_status = current['status']
        
        # Validate transition
        is_valid, error = TicketService.validate_status_transition(current_status, new_status)
        if not is_valid:
            logger.error(f"❌ Invalid status transition: {error}")
            raise ValueError(error)
        
        # Update status
        execute_update(
            "UPDATE tticket_tickets SET status = %s WHERE id = %s",
            (new_status, ticket_id)
        )
        
        # Update resolved_at timestamp if transitioning to resolved
        if new_status == TicketStatus.RESOLVED.value and not current['resolved_at']:
            execute_update(
                "UPDATE tticket_tickets SET resolved_at = CURRENT_TIMESTAMP WHERE id = %s",
                (ticket_id,)
            )
        
        # Update closed_at timestamp if transitioning to closed
        if new_status == TicketStatus.CLOSED.value and not current['closed_at']:
            execute_update(
                "UPDATE tticket_tickets SET closed_at = CURRENT_TIMESTAMP WHERE id = %s",
                (ticket_id,)
            )
        
        # Log status change
        TicketService.log_audit(
            ticket_id=ticket_id,
            entity_type="ticket",
            entity_id=ticket_id,
            user_id=user_id,
            action="status_changed",
            old_value=current_status,
            new_value=new_status,
            details={"note": note} if note else None
        )
        
        # Fetch updated ticket
        updated = execute_query(
            "SELECT * FROM tticket_tickets WHERE id = %s",
            (ticket_id,),
            fetchone=True
        )
        
        logger.info(f"✅ Updated ticket {updated['ticket_number']} status: {current_status} → {new_status}")
        return updated
    
    @staticmethod
    def assign_ticket(
        ticket_id: int,
        assigned_to_user_id: int,
        user_id: Optional[int] = None
    ) -> Dict[str, Any]:
        """
        Assign ticket to a user
        
        Args:
            ticket_id: Ticket ID
            assigned_to_user_id: User to assign to
            user_id: User making the assignment
            
        Returns:
            Updated ticket dict
        """
        # Get current assignment
        current = execute_query(
            "SELECT assigned_to_user_id FROM tticket_tickets WHERE id = %s",
            (ticket_id,),
            fetchone=True
        )
        
        if not current:
            raise ValueError(f"Ticket {ticket_id} not found")
        
        # Update assignment
        execute_update(
            "UPDATE tticket_tickets SET assigned_to_user_id = %s WHERE id = %s",
            (assigned_to_user_id, ticket_id)
        )
        
        # Log assignment
        TicketService.log_audit(
            ticket_id=ticket_id,
            entity_type="ticket",
            entity_id=ticket_id,
            user_id=user_id,
            action="assigned",
            old_value=str(current['assigned_to_user_id']) if current['assigned_to_user_id'] else None,
            new_value=str(assigned_to_user_id)
        )
        
        # Fetch updated ticket
        updated = execute_query(
            "SELECT * FROM tticket_tickets WHERE id = %s",
            (ticket_id,),
            fetchone=True
        )
        
        logger.info(f"✅ Assigned ticket {updated['ticket_number']} to user {assigned_to_user_id}")
        return updated
    
    @staticmethod
    def add_comment(
        ticket_id: int,
        comment_text: str,
        user_id: Optional[int] = None,
        is_internal: bool = False
    ) -> Dict[str, Any]:
        """
        Add a comment to a ticket
        
        Args:
            ticket_id: Ticket ID
            comment_text: Comment content
            user_id: User adding comment
            is_internal: Whether comment is internal
            
        Returns:
            Created comment dict
        """
        # Verify ticket exists
        ticket = execute_query(
            "SELECT id FROM tticket_tickets WHERE id = %s",
            (ticket_id,),
            fetchone=True
        )
        
        if not ticket:
            raise ValueError(f"Ticket {ticket_id} not found")
        
        # Insert comment
        comment_id = execute_insert(
            """
            INSERT INTO tticket_comments (ticket_id, user_id, comment_text, is_internal)
            VALUES (%s, %s, %s, %s)
            """,
            (ticket_id, user_id, comment_text, is_internal)
        )
        
        # Update ticket's updated_at timestamp
        execute_update(
            "UPDATE tticket_tickets SET updated_at = CURRENT_TIMESTAMP WHERE id = %s",
            (ticket_id,)
        )
        
        # Update first_response_at if this is the first non-internal comment
        if not is_internal:
            ticket = execute_query(
                "SELECT first_response_at FROM tticket_tickets WHERE id = %s",
                (ticket_id,),
                fetchone=True
            )
            if not ticket['first_response_at']:
                execute_update(
                    "UPDATE tticket_tickets SET first_response_at = CURRENT_TIMESTAMP WHERE id = %s",
                    (ticket_id,)
                )
        
        # Log comment
        TicketService.log_audit(
            ticket_id=ticket_id,
            entity_type="comment",
            entity_id=comment_id,
            user_id=user_id,
            action="comment_added",
            details={"is_internal": is_internal, "length": len(comment_text)}
        )
        
        # Fetch created comment
        comment = execute_query(
            "SELECT * FROM tticket_comments WHERE id = %s",
            (comment_id,),
            fetchone=True
        )
        
        logger.info(f"💬 Added comment to ticket {ticket_id} (internal: {is_internal})")
        return comment
    
    @staticmethod
    def log_audit(
        ticket_id: Optional[int] = None,
        entity_type: str = "ticket",
        entity_id: Optional[int] = None,
        user_id: Optional[int] = None,
        action: str = "updated",
        old_value: Optional[str] = None,
        new_value: Optional[str] = None,
        details: Optional[Dict[str, Any]] = None
    ) -> None:
        """
        Log an action to audit log
        
        Args:
            ticket_id: Related ticket ID (optional)
            entity_type: Type of entity (ticket, comment, worklog, etc.)
            entity_id: ID of the entity
            user_id: User performing action
            action: Action performed
            old_value: Old value (for updates)
            new_value: New value (for updates)
            details: Additional details as JSON
        """
        try:
            from psycopg2.extras import Json
            
            execute_insert(
                """
                INSERT INTO tticket_audit_log 
                (ticket_id, entity_type, entity_id, user_id, action, old_value, new_value, details)
                VALUES (%s, %s, %s, %s, %s, %s, %s, %s)
                """,
                (ticket_id, entity_type, entity_id, user_id, action, old_value, new_value, 
                 Json(details) if details else None)
            )
        except Exception as e:
            logger.error(f"❌ Failed to log audit entry: {e}")
            # Don't raise - audit logging should not break the main operation
    
    @staticmethod
    def get_ticket_with_stats(ticket_id: int) -> Optional[Dict[str, Any]]:
        """
        Get ticket with statistics from view
        
        Args:
            ticket_id: Ticket ID
            
        Returns:
            Ticket dict with stats or None if not found
        """
        ticket = execute_query(
            "SELECT * FROM tticket_open_tickets WHERE id = %s",
            (ticket_id,),
            fetchone=True
        )
        
        # If not in open_tickets view, fetch from main table
        if not ticket:
            ticket = execute_query(
                "SELECT * FROM tticket_tickets WHERE id = %s",
                (ticket_id,),
                fetchone=True
            )
        
        return ticket
    
    @staticmethod
    def list_tickets(
        status: Optional[str] = None,
        priority: Optional[str] = None,
        customer_id: Optional[int] = None,
        assigned_to_user_id: Optional[int] = None,
        search: Optional[str] = None,
        limit: int = 50,
        offset: int = 0
    ) -> List[Dict[str, Any]]:
        """
        List tickets with filters
        
        Args:
            status: Filter by status
            priority: Filter by priority
            customer_id: Filter by customer
            assigned_to_user_id: Filter by assigned user
            search: Search in subject/description
            limit: Number of results
            offset: Offset for pagination
            
        Returns:
            List of ticket dicts
        """
        query = "SELECT * FROM tticket_tickets WHERE 1=1"
        params = []
        
        if status:
            query += " AND status = %s"
            params.append(status)
        
        if priority:
            query += " AND priority = %s"
            params.append(priority)
        
        if customer_id:
            query += " AND customer_id = %s"
            params.append(customer_id)
        
        if assigned_to_user_id:
            query += " AND assigned_to_user_id = %s"
            params.append(assigned_to_user_id)
        
        if search:
            query += " AND (subject ILIKE %s OR description ILIKE %s)"
            search_pattern = f"%{search}%"
            params.extend([search_pattern, search_pattern])
        
        query += " ORDER BY created_at DESC LIMIT %s OFFSET %s"
        params.extend([limit, offset])
        
        tickets = execute_query(query, tuple(params))
        return tickets or []