sistema-de-chamados/web/convex/tickets.ts

import { internalMutation, mutation, query } from "./_generated/server";
import { v } from "convex/values";
import { Id, type Doc } from "./_generated/dataModel";

const PRIORITY_ORDER = ["URGENT", "HIGH", "MEDIUM", "LOW"] as const;

export const list = query({
  args: {
    tenantId: v.string(),
    status: v.optional(v.string()),
    priority: v.optional(v.string()),
    channel: v.optional(v.string()),
    queueId: v.optional(v.id("queues")),
    search: v.optional(v.string()),
    limit: v.optional(v.number()),
  },
  handler: async (ctx, args) => {
    // Choose best index based on provided args for efficiency
    let base: Doc<"tickets">[] = [];
    if (args.status) {
      base = await ctx.db
        .query("tickets")
        .withIndex("by_tenant_status", (q) => q.eq("tenantId", args.tenantId).eq("status", args.status!))
        .collect();
    } else if (args.queueId) {
      base = await ctx.db
        .query("tickets")
        .withIndex("by_tenant_queue", (q) => q.eq("tenantId", args.tenantId).eq("queueId", args.queueId!))
        .collect();
    } else {
      base = await ctx.db
        .query("tickets")
        .withIndex("by_tenant", (q) => q.eq("tenantId", args.tenantId))
        .collect();
    }
    let filtered = base;
    
    if (args.priority) filtered = filtered.filter((t) => t.priority === args.priority);
    if (args.channel) filtered = filtered.filter((t) => t.channel === args.channel);
    if (args.search) {
      const term = args.search.toLowerCase();
      filtered = filtered.filter(
        (t) =>
          t.subject.toLowerCase().includes(term) ||
          t.summary?.toLowerCase().includes(term) ||
          `#${t.reference}`.toLowerCase().includes(term)
      );
    }
    const limited = args.limit ? filtered.slice(0, args.limit) : filtered;
    // hydrate requester and assignee
    const result = await Promise.all(
      limited.map(async (t) => {
        const requester = (await ctx.db.get(t.requesterId)) as Doc<"users"> | null;
        const assignee = t.assigneeId ? ((await ctx.db.get(t.assigneeId)) as Doc<"users"> | null) : null;
        const queue = t.queueId ? ((await ctx.db.get(t.queueId)) as Doc<"queues"> | null) : null;
        return {
          id: t._id,
          reference: t.reference,
          tenantId: t.tenantId,
          subject: t.subject,
          summary: t.summary,
          status: t.status,
          priority: t.priority,
          channel: t.channel,
          queue: queue?.name ?? null,
          requester: requester && {
            id: requester._id,
            name: requester.name,
            email: requester.email,
            avatarUrl: requester.avatarUrl,
            teams: requester.teams ?? [],
          },
          assignee: assignee
            ? {
                id: assignee._id,
                name: assignee.name,
                email: assignee.email,
                avatarUrl: assignee.avatarUrl,
                teams: assignee.teams ?? [],
              }
            : null,
          slaPolicy: null,
          dueAt: t.dueAt ?? null,
          firstResponseAt: t.firstResponseAt ?? null,
          resolvedAt: t.resolvedAt ?? null,
          updatedAt: t.updatedAt,
          createdAt: t.createdAt,
          tags: t.tags ?? [],
          lastTimelineEntry: null,
          metrics: null,
        };
      })
    );
    // sort by updatedAt desc
    return result.sort((a, b) => (b.updatedAt ?? 0) - (a.updatedAt ?? 0));
  },
});

export const getById = query({
  args: { tenantId: v.string(), id: v.id("tickets") },
  handler: async (ctx, { tenantId, id }) => {
    const t = await ctx.db.get(id);
    if (!t || t.tenantId !== tenantId) return null;
    const requester = (await ctx.db.get(t.requesterId)) as Doc<"users"> | null;
    const assignee = t.assigneeId ? ((await ctx.db.get(t.assigneeId)) as Doc<"users"> | null) : null;
    const queue = t.queueId ? ((await ctx.db.get(t.queueId)) as Doc<"queues"> | null) : null;
    const comments = await ctx.db
      .query("ticketComments")
      .withIndex("by_ticket", (q) => q.eq("ticketId", id))
      .collect();
    const timeline = await ctx.db
      .query("ticketEvents")
      .withIndex("by_ticket", (q) => q.eq("ticketId", id))
      .collect();

    const commentsHydrated = await Promise.all(
      comments.map(async (c) => {
        const author = (await ctx.db.get(c.authorId)) as Doc<"users"> | null;
        const attachments = await Promise.all(
          (c.attachments ?? []).map(async (att) => ({
            id: att.storageId,
            name: att.name,
            size: att.size,
            url: await ctx.storage.getUrl(att.storageId),
          }))
        );
        return {
          id: c._id,
          author: {
            id: author!._id,
            name: author!.name,
            email: author!.email,
            avatarUrl: author!.avatarUrl,
            teams: author!.teams ?? [],
          },
          visibility: c.visibility,
          body: c.body,
          attachments,
          createdAt: c.createdAt,
          updatedAt: c.updatedAt,
        };
      })
    );

    return {
      id: t._id,
      reference: t.reference,
      tenantId: t.tenantId,
      subject: t.subject,
      summary: t.summary,
      status: t.status,
      priority: t.priority,
      channel: t.channel,
      queue: queue?.name ?? null,
      requester: requester && {
        id: requester._id,
        name: requester.name,
        email: requester.email,
        avatarUrl: requester.avatarUrl,
        teams: requester.teams ?? [],
      },
      assignee: assignee
        ? {
            id: assignee._id,
            name: assignee.name,
            email: assignee.email,
            avatarUrl: assignee.avatarUrl,
            teams: assignee.teams ?? [],
          }
        : null,
      slaPolicy: null,
      dueAt: t.dueAt ?? null,
      firstResponseAt: t.firstResponseAt ?? null,
      resolvedAt: t.resolvedAt ?? null,
      updatedAt: t.updatedAt,
      createdAt: t.createdAt,
      tags: t.tags ?? [],
      lastTimelineEntry: null,
      metrics: null,
      description: undefined,
      customFields: {},
      timeline: timeline.map((ev) => ({
        id: ev._id,
        type: ev.type,
        payload: ev.payload,
        createdAt: ev.createdAt,
      })),
      comments: commentsHydrated,
    };
  },
});

export const create = mutation({
  args: {
    tenantId: v.string(),
    subject: v.string(),
    summary: v.optional(v.string()),
    priority: v.string(),
    channel: v.string(),
    queueId: v.optional(v.id("queues")),
    requesterId: v.id("users"),
  },
  handler: async (ctx, args) => {
    // compute next reference (simple monotonic counter per tenant)
    const existing = await ctx.db
      .query("tickets")
      .withIndex("by_tenant_reference", (q) => q.eq("tenantId", args.tenantId))
      .order("desc")
      .take(1);
    const nextRef = existing[0]?.reference ? existing[0].reference + 1 : 41000;
    const now = Date.now();
    const id = await ctx.db.insert("tickets", {
      tenantId: args.tenantId,
      reference: nextRef,
      subject: args.subject,
      summary: args.summary,
      status: "NEW",
      priority: args.priority,
      channel: args.channel,
      queueId: args.queueId,
      requesterId: args.requesterId,
      assigneeId: undefined,
      createdAt: now,
      updatedAt: now,
      firstResponseAt: undefined,
      resolvedAt: undefined,
      closedAt: undefined,
      tags: [],
      slaPolicyId: undefined,
      dueAt: undefined,
    });
    const requester = await ctx.db.get(args.requesterId);
    await ctx.db.insert("ticketEvents", {
      ticketId: id,
      type: "CREATED",
      payload: { requesterId: args.requesterId, requesterName: requester?.name, requesterAvatar: requester?.avatarUrl },
      createdAt: now,
    });
    return id;
  },
});

export const addComment = mutation({
  args: {
    ticketId: v.id("tickets"),
    authorId: v.id("users"),
    visibility: v.string(),
    body: v.string(),
    attachments: v.optional(
      v.array(
        v.object({
          storageId: v.id("_storage"),
          name: v.string(),
          size: v.optional(v.number()),
          type: v.optional(v.string()),
        })
      )
    ),
  },
  handler: async (ctx, args) => {
    const now = Date.now();
    const id = await ctx.db.insert("ticketComments", {
      ticketId: args.ticketId,
      authorId: args.authorId,
      visibility: args.visibility,
      body: args.body,
      attachments: args.attachments ?? [],
      createdAt: now,
      updatedAt: now,
    });
    const author = await ctx.db.get(args.authorId);
    await ctx.db.insert("ticketEvents", {
      ticketId: args.ticketId,
      type: "COMMENT_ADDED",
      payload: { authorId: args.authorId, authorName: author?.name, authorAvatar: author?.avatarUrl },
      createdAt: now,
    });
    // bump ticket updatedAt
    await ctx.db.patch(args.ticketId, { updatedAt: now });
    return id;
  },
});

export const updateStatus = mutation({
  args: { ticketId: v.id("tickets"), status: v.string(), actorId: v.id("users") },
  handler: async (ctx, { ticketId, status, actorId }) => {
    const now = Date.now();
    await ctx.db.patch(ticketId, { status, updatedAt: now });
    const statusPt: Record<string, string> = {
      NEW: "Novo",
      OPEN: "Aberto",
      PENDING: "Pendente",
      ON_HOLD: "Em espera",
      RESOLVED: "Resolvido",
      CLOSED: "Fechado",
    } as const;
    await ctx.db.insert("ticketEvents", {
      ticketId,
      type: "STATUS_CHANGED",
      payload: { to: status, toLabel: statusPt[status] ?? status, actorId },
      createdAt: now,
    });
  },
});

export const changeAssignee = mutation({
  args: { ticketId: v.id("tickets"), assigneeId: v.id("users"), actorId: v.id("users") },
  handler: async (ctx, { ticketId, assigneeId, actorId }) => {
    const now = Date.now();
    await ctx.db.patch(ticketId, { assigneeId, updatedAt: now });
    const user = (await ctx.db.get(assigneeId)) as Doc<"users"> | null;
    await ctx.db.insert("ticketEvents", {
      ticketId,
      type: "ASSIGNEE_CHANGED",
      payload: { assigneeId, assigneeName: user?.name, actorId },
      createdAt: now,
    });
  },
});

export const changeQueue = mutation({
  args: { ticketId: v.id("tickets"), queueId: v.id("queues"), actorId: v.id("users") },
  handler: async (ctx, { ticketId, queueId, actorId }) => {
    const now = Date.now();
    await ctx.db.patch(ticketId, { queueId, updatedAt: now });
    const queue = (await ctx.db.get(queueId)) as Doc<"queues"> | null;
    await ctx.db.insert("ticketEvents", {
      ticketId,
      type: "QUEUE_CHANGED",
      payload: { queueId, queueName: queue?.name, actorId },
      createdAt: now,
    });
  },
});

export const playNext = mutation({
  args: {
    tenantId: v.string(),
    queueId: v.optional(v.id("queues")),
    agentId: v.id("users"),
  },
  handler: async (ctx, { tenantId, queueId, agentId }) => {
    // Find eligible tickets: not resolved/closed and not assigned
    let candidates: Doc<"tickets">[] = []
    if (queueId) {
      candidates = await ctx.db
        .query("tickets")
        .withIndex("by_tenant_queue", (q) => q.eq("tenantId", tenantId).eq("queueId", queueId))
        .collect()
    } else {
      candidates = await ctx.db
        .query("tickets")
        .withIndex("by_tenant", (q) => q.eq("tenantId", tenantId))
        .collect()
    }

    candidates = candidates.filter(
      (t) => t.status !== "RESOLVED" && t.status !== "CLOSED" && !t.assigneeId
    );

    if (candidates.length === 0) return null;

    // prioritize by priority then createdAt
    const rank: Record<string, number> = { URGENT: 0, HIGH: 1, MEDIUM: 2, LOW: 3 }
    candidates.sort((a, b) => {
      const pa = rank[a.priority] ?? 999
      const pb = rank[b.priority] ?? 999
      if (pa !== pb) return pa - pb
      return a.createdAt - b.createdAt
    })

    const chosen = candidates[0];
    const now = Date.now();
    await ctx.db.patch(chosen._id, { assigneeId: agentId, status: chosen.status === "NEW" ? "OPEN" : chosen.status, updatedAt: now });
    const agent = (await ctx.db.get(agentId)) as Doc<"users"> | null;
    await ctx.db.insert("ticketEvents", {
      ticketId: chosen._id,
      type: "ASSIGNEE_CHANGED",
      payload: { assigneeId: agentId, assigneeName: agent?.name },
      createdAt: now,
    });

    // hydrate minimal public ticket like in list
    const requester = (await ctx.db.get(chosen.requesterId)) as Doc<"users"> | null
    const assignee = chosen.assigneeId ? ((await ctx.db.get(chosen.assigneeId)) as Doc<"users"> | null) : null
    const queue = chosen.queueId ? ((await ctx.db.get(chosen.queueId)) as Doc<"queues"> | null) : null
    return {
      id: chosen._id,
      reference: chosen.reference,
      tenantId: chosen.tenantId,
      subject: chosen.subject,
      summary: chosen.summary,
      status: chosen.status,
      priority: chosen.priority,
      channel: chosen.channel,
      queue: queue?.name ?? null,
      requester: requester && {
        id: requester._id,
        name: requester.name,
        email: requester.email,
        avatarUrl: requester.avatarUrl,
        teams: requester.teams ?? [],
      },
      assignee: assignee
        ? {
            id: assignee._id,
            name: assignee.name,
            email: assignee.email,
            avatarUrl: assignee.avatarUrl,
            teams: assignee.teams ?? [],
          }
        : null,
      slaPolicy: null,
      dueAt: chosen.dueAt ?? null,
      firstResponseAt: chosen.firstResponseAt ?? null,
      resolvedAt: chosen.resolvedAt ?? null,
      updatedAt: chosen.updatedAt,
      createdAt: chosen.createdAt,
      tags: chosen.tags ?? [],
      lastTimelineEntry: null,
      metrics: null,
    }
  },
});