v2

app/api/support.py

@@ -0,0 +1,452 @@
+"""
+Support ticket API endpoints
+"""
+from typing import List, Optional
+from fastapi import APIRouter, Depends, HTTPException, status, Request
+from sqlalchemy.orm import Session, joinedload
+from sqlalchemy import func, desc, and_, or_
+from datetime import datetime
+import secrets
+
+from app.database.base import get_db
+from app.models import User, SupportTicket, TicketResponse, TicketStatus, TicketPriority, TicketCategory
+from app.auth.security import get_current_user, get_admin_user
+
+router = APIRouter()
+
+# Pydantic models for API
+from pydantic import BaseModel, Field, EmailStr
+
+
+class TicketCreate(BaseModel):
+    """Create new support ticket"""
+    subject: str = Field(..., min_length=5, max_length=200)
+    description: str = Field(..., min_length=10)
+    category: TicketCategory = TicketCategory.BUG_REPORT
+    priority: TicketPriority = TicketPriority.MEDIUM
+    contact_name: str = Field(..., min_length=1, max_length=100)
+    contact_email: EmailStr
+    current_page: Optional[str] = None
+    browser_info: Optional[str] = None
+
+
+class TicketUpdate(BaseModel):
+    """Update existing ticket"""
+    subject: Optional[str] = Field(None, min_length=5, max_length=200)
+    description: Optional[str] = Field(None, min_length=10)
+    category: Optional[TicketCategory] = None
+    priority: Optional[TicketPriority] = None
+    status: Optional[TicketStatus] = None
+    assigned_to: Optional[int] = None
+
+
+class ResponseCreate(BaseModel):
+    """Create ticket response"""
+    message: str = Field(..., min_length=1)
+    is_internal: bool = False
+
+
+class TicketResponse(BaseModel):
+    """Ticket response model"""
+    id: int
+    ticket_id: int
+    message: str
+    is_internal: bool
+    author_name: Optional[str]
+    author_email: Optional[str]
+    created_at: datetime
+    
+    class Config:
+        from_attributes = True
+
+
+class TicketDetail(BaseModel):
+    """Detailed ticket information"""
+    id: int
+    ticket_number: str
+    subject: str
+    description: str
+    category: TicketCategory
+    priority: TicketPriority
+    status: TicketStatus
+    contact_name: str
+    contact_email: str
+    current_page: Optional[str]
+    browser_info: Optional[str]
+    ip_address: Optional[str]
+    created_at: datetime
+    updated_at: Optional[datetime]
+    resolved_at: Optional[datetime]
+    assigned_to: Optional[int]
+    assigned_admin_name: Optional[str]
+    submitter_name: Optional[str]
+    responses: List[TicketResponse] = []
+    
+    class Config:
+        from_attributes = True
+
+
+def generate_ticket_number() -> str:
+    """Generate unique ticket number like ST-2024-001"""
+    year = datetime.now().year
+    random_suffix = secrets.token_hex(2).upper()
+    return f"ST-{year}-{random_suffix}"
+
+
+@router.post("/tickets", response_model=dict)
+async def create_support_ticket(
+    ticket_data: TicketCreate,
+    request: Request,
+    db: Session = Depends(get_db),
+    current_user: Optional[User] = Depends(lambda: None)  # Allow anonymous submissions
+):
+    """Create new support ticket (public endpoint)"""
+    
+    # current_user is already set from dependency injection above
+    # No need to call get_current_user again
+    
+    # Generate unique ticket number
+    ticket_number = generate_ticket_number()
+    while db.query(SupportTicket).filter(SupportTicket.ticket_number == ticket_number).first():
+        ticket_number = generate_ticket_number()
+    
+    # Get client info from request
+    client_ip = request.client.host
+    user_agent = request.headers.get("User-Agent", "")
+    
+    # Create ticket
+    new_ticket = SupportTicket(
+        ticket_number=ticket_number,
+        subject=ticket_data.subject,
+        description=ticket_data.description,
+        category=ticket_data.category,
+        priority=ticket_data.priority,
+        contact_name=ticket_data.contact_name,
+        contact_email=ticket_data.contact_email,
+        current_page=ticket_data.current_page,
+        browser_info=ticket_data.browser_info or user_agent,
+        ip_address=client_ip,
+        user_id=current_user.id if current_user else None,
+        status=TicketStatus.OPEN,
+        created_at=datetime.utcnow()
+    )
+    
+    db.add(new_ticket)
+    db.commit()
+    db.refresh(new_ticket)
+    
+    return {
+        "message": "Support ticket created successfully",
+        "ticket_number": new_ticket.ticket_number,
+        "ticket_id": new_ticket.id,
+        "status": "created"
+    }
+
+
+@router.get("/tickets", response_model=List[TicketDetail])
+async def list_tickets(
+    status: Optional[TicketStatus] = None,
+    priority: Optional[TicketPriority] = None,
+    category: Optional[TicketCategory] = None,
+    assigned_to_me: bool = False,
+    skip: int = 0,
+    limit: int = 50,
+    db: Session = Depends(get_db),
+    current_user: User = Depends(get_admin_user)
+):
+    """List support tickets (admin only)"""
+    
+    query = db.query(SupportTicket).options(
+        joinedload(SupportTicket.submitter),
+        joinedload(SupportTicket.assigned_admin),
+        joinedload(SupportTicket.responses)
+    )
+    
+    # Apply filters
+    if status:
+        query = query.filter(SupportTicket.status == status)
+    if priority:
+        query = query.filter(SupportTicket.priority == priority)
+    if category:
+        query = query.filter(SupportTicket.category == category)
+    if assigned_to_me:
+        query = query.filter(SupportTicket.assigned_to == current_user.id)
+    
+    tickets = query.order_by(desc(SupportTicket.created_at)).offset(skip).limit(limit).all()
+    
+    # Format response
+    result = []
+    for ticket in tickets:
+        ticket_dict = {
+            "id": ticket.id,
+            "ticket_number": ticket.ticket_number,
+            "subject": ticket.subject,
+            "description": ticket.description,
+            "category": ticket.category,
+            "priority": ticket.priority,
+            "status": ticket.status,
+            "contact_name": ticket.contact_name,
+            "contact_email": ticket.contact_email,
+            "current_page": ticket.current_page,
+            "browser_info": ticket.browser_info,
+            "ip_address": ticket.ip_address,
+            "created_at": ticket.created_at,
+            "updated_at": ticket.updated_at,
+            "resolved_at": ticket.resolved_at,
+            "assigned_to": ticket.assigned_to,
+            "assigned_admin_name": f"{ticket.assigned_admin.first_name} {ticket.assigned_admin.last_name}" if ticket.assigned_admin else None,
+            "submitter_name": f"{ticket.submitter.first_name} {ticket.submitter.last_name}" if ticket.submitter else ticket.contact_name,
+            "responses": [
+                {
+                    "id": resp.id,
+                    "ticket_id": resp.ticket_id,
+                    "message": resp.message,
+                    "is_internal": resp.is_internal,
+                    "author_name": f"{resp.author.first_name} {resp.author.last_name}" if resp.author else resp.author_name,
+                    "author_email": resp.author.email if resp.author else resp.author_email,
+                    "created_at": resp.created_at
+                }
+                for resp in ticket.responses if not resp.is_internal  # Only show public responses
+            ]
+        }
+        result.append(ticket_dict)
+    
+    return result
+
+
+@router.get("/tickets/{ticket_id}", response_model=TicketDetail)
+async def get_ticket(
+    ticket_id: int,
+    db: Session = Depends(get_db),
+    current_user: User = Depends(get_admin_user)
+):
+    """Get ticket details (admin only)"""
+    
+    ticket = db.query(SupportTicket).options(
+        joinedload(SupportTicket.submitter),
+        joinedload(SupportTicket.assigned_admin),
+        joinedload(SupportTicket.responses).joinedload(TicketResponse.author)
+    ).filter(SupportTicket.id == ticket_id).first()
+    
+    if not ticket:
+        raise HTTPException(
+            status_code=status.HTTP_404_NOT_FOUND,
+            detail="Ticket not found"
+        )
+    
+    # Format response (include internal responses for admins)
+    return {
+        "id": ticket.id,
+        "ticket_number": ticket.ticket_number,
+        "subject": ticket.subject,
+        "description": ticket.description,
+        "category": ticket.category,
+        "priority": ticket.priority,
+        "status": ticket.status,
+        "contact_name": ticket.contact_name,
+        "contact_email": ticket.contact_email,
+        "current_page": ticket.current_page,
+        "browser_info": ticket.browser_info,
+        "ip_address": ticket.ip_address,
+        "created_at": ticket.created_at,
+        "updated_at": ticket.updated_at,
+        "resolved_at": ticket.resolved_at,
+        "assigned_to": ticket.assigned_to,
+        "assigned_admin_name": f"{ticket.assigned_admin.first_name} {ticket.assigned_admin.last_name}" if ticket.assigned_admin else None,
+        "submitter_name": f"{ticket.submitter.first_name} {ticket.submitter.last_name}" if ticket.submitter else ticket.contact_name,
+        "responses": [
+            {
+                "id": resp.id,
+                "ticket_id": resp.ticket_id,
+                "message": resp.message,
+                "is_internal": resp.is_internal,
+                "author_name": f"{resp.author.first_name} {resp.author.last_name}" if resp.author else resp.author_name,
+                "author_email": resp.author.email if resp.author else resp.author_email,
+                "created_at": resp.created_at
+            }
+            for resp in ticket.responses
+        ]
+    }
+
+
+@router.put("/tickets/{ticket_id}")
+async def update_ticket(
+    ticket_id: int,
+    ticket_data: TicketUpdate,
+    request: Request,
+    db: Session = Depends(get_db),
+    current_user: User = Depends(get_admin_user)
+):
+    """Update ticket (admin only)"""
+    
+    ticket = db.query(SupportTicket).filter(SupportTicket.id == ticket_id).first()
+    if not ticket:
+        raise HTTPException(
+            status_code=status.HTTP_404_NOT_FOUND,
+            detail="Ticket not found"
+        )
+    
+    # Track changes for audit
+    changes = {}
+    update_data = ticket_data.model_dump(exclude_unset=True)
+    
+    for field, value in update_data.items():
+        if hasattr(ticket, field) and getattr(ticket, field) != value:
+            changes[field] = {"from": getattr(ticket, field), "to": value}
+            setattr(ticket, field, value)
+    
+    # Set resolved timestamp if status changed to resolved
+    if ticket_data.status == TicketStatus.RESOLVED and ticket.resolved_at is None:
+        ticket.resolved_at = datetime.utcnow()
+        changes["resolved_at"] = {"from": None, "to": ticket.resolved_at}
+    
+    ticket.updated_at = datetime.utcnow()
+    db.commit()
+    
+    # Log the update (audit logging can be added later)
+    # TODO: Add audit logging for ticket updates
+    
+    return {"message": "Ticket updated successfully"}
+
+
+@router.post("/tickets/{ticket_id}/responses")
+async def add_response(
+    ticket_id: int,
+    response_data: ResponseCreate,
+    request: Request,
+    db: Session = Depends(get_db),
+    current_user: User = Depends(get_admin_user)
+):
+    """Add response to ticket (admin only)"""
+    
+    ticket = db.query(SupportTicket).filter(SupportTicket.id == ticket_id).first()
+    if not ticket:
+        raise HTTPException(
+            status_code=status.HTTP_404_NOT_FOUND,
+            detail="Ticket not found"
+        )
+    
+    # Create response
+    response = TicketResponse(
+        ticket_id=ticket_id,
+        message=response_data.message,
+        is_internal=response_data.is_internal,
+        user_id=current_user.id,
+        created_at=datetime.utcnow()
+    )
+    
+    db.add(response)
+    
+    # Update ticket timestamp
+    ticket.updated_at = datetime.utcnow()
+    
+    db.commit()
+    db.refresh(response)
+    
+    # Log the response (audit logging can be added later)
+    # TODO: Add audit logging for ticket responses
+    
+    return {"message": "Response added successfully", "response_id": response.id}
+
+
+@router.get("/my-tickets", response_model=List[TicketDetail])
+async def get_my_tickets(
+    status: Optional[TicketStatus] = None,
+    skip: int = 0,
+    limit: int = 20,
+    db: Session = Depends(get_db),
+    current_user: User = Depends(get_current_user)
+):
+    """Get current user's tickets"""
+    
+    query = db.query(SupportTicket).options(
+        joinedload(SupportTicket.responses)
+    ).filter(SupportTicket.user_id == current_user.id)
+    
+    if status:
+        query = query.filter(SupportTicket.status == status)
+    
+    tickets = query.order_by(desc(SupportTicket.created_at)).offset(skip).limit(limit).all()
+    
+    # Format response (exclude internal responses for regular users)
+    result = []
+    for ticket in tickets:
+        ticket_dict = {
+            "id": ticket.id,
+            "ticket_number": ticket.ticket_number,
+            "subject": ticket.subject,
+            "description": ticket.description,
+            "category": ticket.category,
+            "priority": ticket.priority,
+            "status": ticket.status,
+            "contact_name": ticket.contact_name,
+            "contact_email": ticket.contact_email,
+            "current_page": ticket.current_page,
+            "browser_info": None,  # Don't expose to user
+            "ip_address": None,    # Don't expose to user
+            "created_at": ticket.created_at,
+            "updated_at": ticket.updated_at,
+            "resolved_at": ticket.resolved_at,
+            "assigned_to": None,   # Don't expose to user
+            "assigned_admin_name": None,
+            "submitter_name": f"{current_user.first_name} {current_user.last_name}",
+            "responses": [
+                {
+                    "id": resp.id,
+                    "ticket_id": resp.ticket_id,
+                    "message": resp.message,
+                    "is_internal": False,  # Always show as public to user
+                    "author_name": f"{resp.author.first_name} {resp.author.last_name}" if resp.author else "Support Team",
+                    "author_email": None,  # Don't expose admin emails
+                    "created_at": resp.created_at
+                }
+                for resp in ticket.responses if not resp.is_internal  # Only show public responses
+            ]
+        }
+        result.append(ticket_dict)
+    
+    return result
+
+
+@router.get("/stats")
+async def get_ticket_stats(
+    db: Session = Depends(get_db),
+    current_user: User = Depends(get_admin_user)
+):
+    """Get support ticket statistics (admin only)"""
+    
+    total_tickets = db.query(func.count(SupportTicket.id)).scalar()
+    open_tickets = db.query(func.count(SupportTicket.id)).filter(
+        SupportTicket.status == TicketStatus.OPEN
+    ).scalar()
+    in_progress_tickets = db.query(func.count(SupportTicket.id)).filter(
+        SupportTicket.status == TicketStatus.IN_PROGRESS
+    ).scalar()
+    resolved_tickets = db.query(func.count(SupportTicket.id)).filter(
+        SupportTicket.status == TicketStatus.RESOLVED
+    ).scalar()
+    
+    # Tickets by priority
+    high_priority = db.query(func.count(SupportTicket.id)).filter(
+        and_(SupportTicket.priority == TicketPriority.HIGH, SupportTicket.status != TicketStatus.RESOLVED)
+    ).scalar()
+    urgent_tickets = db.query(func.count(SupportTicket.id)).filter(
+        and_(SupportTicket.priority == TicketPriority.URGENT, SupportTicket.status != TicketStatus.RESOLVED)
+    ).scalar()
+    
+    # Recent tickets (last 7 days)
+    from datetime import timedelta
+    week_ago = datetime.utcnow() - timedelta(days=7)
+    recent_tickets = db.query(func.count(SupportTicket.id)).filter(
+        SupportTicket.created_at >= week_ago
+    ).scalar()
+    
+    return {
+        "total_tickets": total_tickets,
+        "open_tickets": open_tickets,
+        "in_progress_tickets": in_progress_tickets,
+        "resolved_tickets": resolved_tickets,
+        "high_priority_tickets": high_priority,
+        "urgent_tickets": urgent_tickets,
+        "recent_tickets": recent_tickets
+    }