cloud-host/backend/src/tickets/tickets.service.ts

import { Injectable, NotFoundException, ForbiddenException, Logger } from '@nestjs/common';
import { InjectRepository } from '@nestjs/typeorm';
import { Repository } from 'typeorm';
import { Ticket } from './entities/ticket.entity';
import { TicketMessage } from './entities/ticket-message.entity';
import { CreateTicketDto, ReplyTicketDto } from './dto/ticket.dto';
import { TicketDepartment, TicketStatus, TicketPriority, UserRole } from '../common/enums';

@Injectable()
export class TicketsService {
  private readonly logger = new Logger(TicketsService.name);

  constructor(
    @InjectRepository(Ticket)
    private ticketsRepo: Repository<Ticket>,
    @InjectRepository(TicketMessage)
    private messagesRepo: Repository<TicketMessage>,
  ) {}

  // ─── User: Create ticket ───
  async create(userId: string, userRole: UserRole, dto: CreateTicketDto): Promise<Ticket> {
    const ticket = this.ticketsRepo.create({
      subject: dto.subject,
      department: dto.department,
      priority: dto.priority || TicketPriority.MEDIUM,
      userId,
      status: TicketStatus.OPEN,
    });
    const saved = await this.ticketsRepo.save(ticket);

    // Create first message
    const msg = this.messagesRepo.create({
      ticketId: saved.id,
      senderId: userId,
      senderRole: userRole,
      message: dto.message,
    });
    await this.messagesRepo.save(msg);

    this.logger.log(`Ticket created: "${dto.subject}" → ${dto.department} by user ${userId}`);
    return this.findOne(saved.id, userId, userRole);
  }

  // ─── User: List my tickets ───
  async findMyTickets(userId: string): Promise<Ticket[]> {
    return this.ticketsRepo.find({
      where: { userId },
      relations: ['messages', 'messages.sender'],
      order: { updatedAt: 'DESC' },
    });
  }

  // ─── User/Staff: Get single ticket ───
  async findOne(ticketId: string, userId: string, userRole: UserRole): Promise<Ticket> {
    const ticket = await this.ticketsRepo.findOne({
      where: { id: ticketId },
      relations: ['messages', 'messages.sender', 'user'],
    });

    if (!ticket) {
      throw new NotFoundException('Ticket not found');
    }

    // Access control: user can only see own tickets
    // Staff can see tickets of their department (or admin sees all)
    if (userRole === UserRole.USER && ticket.userId !== userId) {
      throw new ForbiddenException('Access denied');
    }
    if (userRole === UserRole.TECHNICAL && ticket.department !== TicketDepartment.TECHNICAL) {
      // Technical staff can only see technical tickets (unless admin)
      throw new ForbiddenException('This ticket belongs to another department');
    }
    if (userRole === UserRole.SALES && ticket.department !== TicketDepartment.SALES) {
      throw new ForbiddenException('This ticket belongs to another department');
    }
    // ADMIN can see all

    // Sort messages by date
    if (ticket.messages) {
      ticket.messages.sort((a, b) => new Date(a.createdAt).getTime() - new Date(b.createdAt).getTime());
    }

    return ticket;
  }

  // ─── Reply to ticket ───
  async reply(ticketId: string, userId: string, userRole: UserRole, dto: ReplyTicketDto): Promise<TicketMessage> {
    // Verify access first
    await this.findOne(ticketId, userId, userRole);

    const msg = this.messagesRepo.create({
      ticketId,
      senderId: userId,
      senderRole: userRole,
      message: dto.message,
    });
    const saved = await this.messagesRepo.save(msg);

    // Update ticket status directly (avoid cascade issues with loaded relations)
    const newStatus = userRole === UserRole.USER ? TicketStatus.WAITING : TicketStatus.ANSWERED;
    await this.ticketsRepo.update(ticketId, { status: newStatus });

    this.logger.log(`Reply on ticket ${ticketId} by ${userRole} user ${userId}`);
    return saved;
  }

  // ─── Close ticket ───
  async close(ticketId: string, userId: string, userRole: UserRole): Promise<Ticket> {
    await this.findOne(ticketId, userId, userRole);
    await this.ticketsRepo.update(ticketId, {
      status: TicketStatus.CLOSED,
      closedAt: new Date(),
    });
    return this.findOne(ticketId, userId, userRole);
  }

  // ─── Update ticket fields (safe, no cascade) ───
  async updateTicketFields(ticketId: string, data: Partial<Ticket>): Promise<void> {
    await this.ticketsRepo.update(ticketId, data);
  }

  // ─── Unanswered ticket counts ───
  async getUnansweredCounts(): Promise<{ technical: number; sales: number; total: number }> {
    const unanswered = await this.ticketsRepo.find({
      where: [
        { status: TicketStatus.OPEN },
        { status: TicketStatus.WAITING },
      ],
    });
    const technical = unanswered.filter((t) => t.department === TicketDepartment.TECHNICAL).length;
    const sales = unanswered.filter((t) => t.department === TicketDepartment.SALES).length;
    return { technical, sales, total: technical + sales };
  }

  // ─── Staff: List department tickets ───
  async findByDepartment(department: TicketDepartment, status?: TicketStatus): Promise<Ticket[]> {
    const where: any = { department };
    if (status) {
      where.status = status;
    }
    return this.ticketsRepo.find({
      where,
      relations: ['user', 'messages'],
      order: { updatedAt: 'DESC' },
    });
  }

  // ─── Admin: List all tickets ───
  async findAll(department?: TicketDepartment, status?: TicketStatus): Promise<Ticket[]> {
    const where: any = {};
    if (department) where.department = department;
    if (status) where.status = status;

    return this.ticketsRepo.find({
      where,
      relations: ['user', 'messages'],
      order: { updatedAt: 'DESC' },
    });
  }

  // ─── Admin: Ticket statistics ───
  async getStats(): Promise<{
    totalTickets: number;
    openTickets: number;
    avgResponseTimeMinutes: number;
    byDepartment: Record<string, { total: number; open: number; answered: number; closed: number }>;
  }> {
    const allTickets = await this.ticketsRepo.find({
      relations: ['messages', 'messages.sender'],
    });

    const totalTickets = allTickets.length;
    const openTickets = allTickets.filter((t) => t.status !== TicketStatus.CLOSED).length;

    // Calculate average first response time
    let totalResponseMs = 0;
    let respondedCount = 0;

    for (const ticket of allTickets) {
      if (!ticket.messages || ticket.messages.length < 2) continue;
      // Sort messages by date
      const sorted = [...ticket.messages].sort(
        (a, b) => new Date(a.createdAt).getTime() - new Date(b.createdAt).getTime(),
      );
      // Find first staff reply
      const firstUserMsg = sorted[0];
      const firstStaffReply = sorted.find(
        (m) => m.senderRole !== UserRole.USER && m.senderId !== ticket.userId,
      );
      if (firstStaffReply) {
        totalResponseMs +=
          new Date(firstStaffReply.createdAt).getTime() - new Date(firstUserMsg.createdAt).getTime();
        respondedCount++;
      }
    }

    const avgResponseTimeMinutes = respondedCount > 0 ? Math.round(totalResponseMs / respondedCount / 60000) : 0;

    // By department breakdown
    const byDepartment: Record<string, { total: number; open: number; answered: number; closed: number }> = {};
    for (const dept of Object.values(TicketDepartment)) {
      const deptTickets = allTickets.filter((t) => t.department === dept);
      byDepartment[dept] = {
        total: deptTickets.length,
        open: deptTickets.filter((t) => t.status === TicketStatus.OPEN || t.status === TicketStatus.WAITING).length,
        answered: deptTickets.filter((t) => t.status === TicketStatus.ANSWERED).length,
        closed: deptTickets.filter((t) => t.status === TicketStatus.CLOSED).length,
      };
    }

    return { totalTickets, openTickets, avgResponseTimeMinutes, byDepartment };
  }
}