denya-onecare/app/services/ticket.py

"""Ticket business logic — CRUD, status transitions, SLA enforcement."""

from __future__ import annotations

from datetime import datetime, timezone
from typing import Any

from fastapi import HTTPException, status
from sqlalchemy import func, select
from sqlalchemy.ext.asyncio import AsyncSession
from sqlalchemy.orm import selectinload

from app.models.ticket import Escalation, Ticket, TicketTimeline
from app.models.unit import Unit
from app.models.user import User
from app.services.sla import compute_sla_deadline

# ── Status Transition Map ────────────────────────────────────────────
# Keys: current status → list of valid next statuses
VALID_TRANSITIONS: dict[str, list[str]] = {
    "New": ["Logged"],
    "Logged": ["Triage", "Closed"],
    "Triage": ["Assigned", "Escalated"],
    "Assigned": ["Accepted", "Triage"],
    "Accepted": ["Travelling", "Triage"],
    "Travelling": ["On Site", "Triage"],
    "On Site": ["In Progress", "Triage"],
    "In Progress": ["Waiting Parts", "Escalated", "Completed"],
    "Waiting Parts": ["In Progress", "Escalated"],
    "Escalated": ["Triage", "In Progress", "Completed", "Closed"],
    "Completed": ["On-Field Verification", "In Progress"],
    "On-Field Verification": ["Wahab Review", "Completed", "Closed"],
    "Wahab Review": ["Closed", "On-Field Verification"],
    "Closed": ["Reopened"],
    "Reopened": ["Triage", "Logged"],
}

REOPEN_WINDOW_DAYS = 7
SLA_ACK_USER = "Ama"


# ── Helpers ──────────────────────────────────────────────────────────
async def _generate_ticket_number(db: AsyncSession) -> str:
    """Generate the next ticket number in PAV-YYYY-NNNNN format."""
    year = datetime.now(timezone.utc).year
    prefix = f"PAV-{year}-"
    # Count existing tickets this year
    result = await db.execute(
        select(func.count(Ticket.id)).where(Ticket.ticket_number.like(f"{prefix}%"))
    )
    count = result.scalar() or 0
    return f"{prefix}{count + 1:05d}"


async def _log_status_change(
    db: AsyncSession,
    ticket_id: int,
    from_status: str | None,
    to_status: str | None,
    note: str | None = None,
    user_id: int | None = None,
) -> TicketTimeline:
    """Create a timeline entry for a status change."""
    entry = TicketTimeline(
        ticket_id=ticket_id,
        from_status=from_status,
        to_status=to_status,
        note=note,
        user_id=user_id,
    )
    db.add(entry)
    await db.flush()
    return entry


async def _get_ticket_or_404(db: AsyncSession, ticket_id: int) -> Ticket:
    """Fetch a ticket by ID or raise 404."""
    result = await db.execute(
        select(Ticket)
        .options(
            selectinload(Ticket.timeline),
            selectinload(Ticket.photos),
            selectinload(Ticket.assigned_technician),
            selectinload(Ticket.unit),
            selectinload(Ticket.category),
        )
        .where(Ticket.id == ticket_id)
    )
    ticket = result.scalar_one_or_none()
    if ticket is None:
        raise HTTPException(status_code=status.HTTP_404_NOT_FOUND, detail="Ticket not found")
    return ticket


# ── CRUD ─────────────────────────────────────────────────────────────
async def create_ticket(
    db: AsyncSession,
    data: dict[str, Any],
    user: User | None = None,
) -> Ticket:
    """Create a new ticket with auto-numbering and SLA deadline."""
    ticket_number = await _generate_ticket_number(db)
    priority = data.get("priority")
    sla_deadline = compute_sla_deadline(priority) if priority else None

    ticket = Ticket(
        ticket_number=ticket_number,
        status="New",
        unit_id=data.get("unit_id"),
        category_id=data.get("category_id"),
        priority=priority,
        reporter=data.get("reporter"),
        reported_via=data.get("reported_via"),
        description=data.get("description"),
        assigned_to=data.get("assigned_to"),
        sla_deadline=sla_deadline,
    )
    db.add(ticket)
    await db.flush()
    await db.refresh(ticket)

    # Log initial creation
    await _log_status_change(
        db,
        ticket.id,
        from_status=None,
        to_status="New",
        note="Ticket created",
        user_id=user.id if user else None,
    )

    # Auto-advance New → Logged (creation is also the logging step)
    ticket.status = "Logged"
    await _log_status_change(
        db,
        ticket.id,
        from_status="New",
        to_status="Logged",
        note="Ticket logged and numbered",
        user_id=user.id if user else None,
    )

    await db.flush()
    await db.refresh(ticket)
    return ticket


async def get_ticket(db: AsyncSession, ticket_id: int) -> Ticket:
    """Get a single ticket with full details."""
    return await _get_ticket_or_404(db, ticket_id)


async def list_tickets(
    db: AsyncSession,
    *,
    status_filter: str | None = None,
    priority_filter: str | None = None,
    property_filter: str | None = None,
    category_id: int | None = None,
    assigned_to: int | None = None,
    date_from: datetime | None = None,
    date_to: datetime | None = None,
    page: int = 1,
    page_size: int = 50,
) -> tuple[list[Ticket], int]:
    """List tickets with optional filters. Returns (tickets, total_count)."""
    query = select(Ticket)
    count_query = select(func.count(Ticket.id))

    if status_filter:
        query = query.where(Ticket.status == status_filter)
        count_query = count_query.where(Ticket.status == status_filter)
    if priority_filter:
        query = query.where(Ticket.priority == priority_filter)
        count_query = count_query.where(Ticket.priority == priority_filter)
    if property_filter:
        # Join unit to filter by property
        query = query.join(Ticket.unit).where(Unit.property == property_filter)
        count_query = count_query.join(Ticket.unit).where(Unit.property == property_filter)
    if category_id:
        query = query.where(Ticket.category_id == category_id)
        count_query = count_query.where(Ticket.category_id == category_id)
    if assigned_to:
        query = query.where(Ticket.assigned_to == assigned_to)
        count_query = count_query.where(Ticket.assigned_to == assigned_to)
    if date_from:
        query = query.where(Ticket.created_at >= date_from)
        count_query = count_query.where(Ticket.created_at >= date_from)
    if date_to:
        query = query.where(Ticket.created_at <= date_to)
        count_query = count_query.where(Ticket.created_at <= date_to)

    # Count total
    total_result = await db.execute(count_query)
    total = total_result.scalar() or 0

    # Paginate
    offset = (page - 1) * page_size
    query = query.order_by(Ticket.created_at.desc()).offset(offset).limit(page_size)

    result = await db.execute(query)
    tickets = list(result.scalars().all())
    return tickets, total


async def update_ticket(
    db: AsyncSession,
    ticket_id: int,
    data: dict[str, Any],
    user: User | None = None,
) -> Ticket:
    """Update a ticket. Status changes are validated and logged."""
    ticket = await _get_ticket_or_404(db, ticket_id)

    # Handle status transitions separately
    new_status = data.get("status")
    if new_status is not None:
        old_status = ticket.status
        if old_status != new_status:
            valid_targets = VALID_TRANSITIONS.get(old_status, [])
            if new_status not in valid_targets:
                raise HTTPException(
                    status_code=status.HTTP_400_BAD_REQUEST,
                    detail=f"Invalid status transition: {old_status} → {new_status}. "
                    f"Valid targets: {valid_targets}",
                )

            # Handle special logic for reopening
            if new_status == "Reopened":
                if old_status != "Closed":
                    raise HTTPException(
                        status_code=status.HTTP_400_BAD_REQUEST,
                        detail="Can only reopen a Closed ticket",
                    )
                if ticket.closed_at:
                    closed_at = ticket.closed_at
                    if closed_at.tzinfo is None:
                        closed_at = closed_at.replace(tzinfo=timezone.utc)
                    days_since_close = (datetime.now(timezone.utc) - closed_at).days
                    if days_since_close > REOPEN_WINDOW_DAYS:
                        raise HTTPException(
                            status_code=status.HTTP_400_BAD_REQUEST,
                            detail=f"Cannot reopen: ticket closed {days_since_close} days ago "
                            f"(max {REOPEN_WINDOW_DAYS} days)",
                        )

                # Auto-escalate to Ama
                ama_result = await db.execute(
                    select(User).where(User.full_name == SLA_ACK_USER)
                )
                ama_user = ama_result.scalar_one_or_none()
                ticket.reopen_count += 1
                ticket.closed_at = None
                if ama_user:
                    escalation = Escalation(
                        ticket_id=ticket.id,
                        escalated_to=ama_user.id,
                        reason=f"Auto-escalation: ticket reopened (reopen #{ticket.reopen_count})",
                    )
                    db.add(escalation)

            # Handle closing
            if new_status == "Closed":
                ticket.closed_at = datetime.now(timezone.utc)

            # Log the transition
            await _log_status_change(
                db,
                ticket.id,
                from_status=old_status,
                to_status=new_status,
                note=data.get("note"),
                user_id=user.id if user else None,
            )

            ticket.status = new_status

    # Handle standalone note (no status change)
    note_only = data.get("note")
    if note_only and (new_status is None or new_status == ticket.status):
        await _log_status_change(
            db,
            ticket.id,
            from_status=ticket.status,
            to_status=ticket.status,
            note=note_only,
            user_id=user.id if user else None,
        )

    # Update other fields
    for field in ("unit_id", "category_id", "priority", "reporter", "reported_via",
                  "description", "assigned_to", "eta", "cost", "parts_used"):
        if field in data:
            setattr(ticket, field, data[field])

    # Recompute SLA if priority changed
    if data.get("priority"):
        ticket.sla_deadline = compute_sla_deadline(data["priority"])

    await db.flush()
    await db.refresh(ticket)
    return ticket