muslin_connect_hub_backend/apps/tickets/models/ticket.py

import random
from django.conf import settings
from django.db import models
from django.utils import timezone
from django.utils.translation import gettext_lazy as _
from apps.profiles.models import Institution


class TicketCategory(models.TextChoices):
    CULTURAL_AFFAIRS = 'cultural_affairs', _('Cultural & International Affairs')
    RELIGIOUS_INQUIRY = 'religious_inquiry', _('Religious & Theological Inquiry')
    INTER_CENTER_COOPERATION = 'inter_center_cooperation', _('Inter-Center Cooperation & Partnerships')
    FINANCIAL_LEGAL = 'financial_legal', _('Financial & Legal Affairs')
    TECHNICAL_SUPPORT = 'technical_support', _('Technical & Portal Support')
    GENERAL = 'general', _('General Inquiry')


class TicketPriority(models.TextChoices):
    URGENT = 'urgent', _('Urgent')
    HIGH = 'high', _('High')
    MEDIUM = 'medium', _('Medium')
    LOW = 'low', _('Low')


class TicketStatus(models.TextChoices):
    OPEN = 'open', _('Open')
    IN_PROGRESS = 'in_progress', _('In Progress')
    ANSWERED = 'answered', _('Official Response Provided')
    CLOSED = 'closed', _('Closed')


class Ticket(models.Model):
    tracking_code = models.CharField(
        max_length=100,
        unique=True,
        blank=True,
        verbose_name=_('Tracking Code'),
        help_text=_('e.g. TK-RAZAVI-2026-AB12CD')
    )
    subject = models.CharField(max_length=255, verbose_name=_('Subject / Title'))
    category = models.CharField(
        max_length=50,
        choices=TicketCategory.choices,
        default=TicketCategory.GENERAL,
        verbose_name=_('Category')
    )
    priority = models.CharField(
        max_length=20,
        choices=TicketPriority.choices,
        default=TicketPriority.MEDIUM,
        verbose_name=_('Priority')
    )
    status = models.CharField(
        max_length=20,
        choices=TicketStatus.choices,
        default=TicketStatus.OPEN,
        verbose_name=_('Status')
    )
    user = models.ForeignKey(
        settings.AUTH_USER_MODEL,
        on_delete=models.CASCADE,
        related_name='tickets',
        verbose_name=_('Submitter / User')
    )
    institution = models.ForeignKey(
        Institution,
        on_delete=models.SET_NULL,
        null=True,
        blank=True,
        related_name='tickets',
        verbose_name=_('Affiliated Institution')
    )
    assigned_expert = models.ForeignKey(
        settings.AUTH_USER_MODEL,
        on_delete=models.SET_NULL,
        null=True,
        blank=True,
        related_name='assigned_tickets',
        verbose_name=_('Assigned Expert / Officer')
    )
    satisfaction_rating = models.PositiveSmallIntegerField(
        null=True,
        blank=True,
        verbose_name=_('Satisfaction Rating (1-5 Stars)')
    )
    feedback_comment = models.TextField(
        blank=True,
        null=True,
        verbose_name=_('User Feedback Notes')
    )
    created_at = models.DateTimeField(auto_now_add=True, verbose_name=_('Created At'))
    updated_at = models.DateTimeField(auto_now=True, verbose_name=_('Updated At'))
    closed_at = models.DateTimeField(null=True, blank=True, verbose_name=_('Closed At'))

    class Meta:
        ordering = ('-created_at',)
        verbose_name = _('Ticket')
        verbose_name_plural = _('Tickets')

    def __str__(self):
        return f"{self.tracking_code} - {self.subject} ({self.get_status_display()})"

    def save(self, *args, **kwargs):
        if not self.tracking_code:
            year = timezone.now().year
            rand_code = ''.join(random.choices('ABCDEFGHJKLMNPQRSTUVWXYZ23456789', k=6))
            self.tracking_code = f"TK-RAZAVI-{year}-{rand_code}"
        super().save(*args, **kwargs)


class TicketMessage(models.Model):
    ticket = models.ForeignKey(
        Ticket,
        on_delete=models.CASCADE,
        related_name='messages',
        verbose_name=_('Ticket')
    )
    sender = models.ForeignKey(
        settings.AUTH_USER_MODEL,
        on_delete=models.CASCADE,
        related_name='ticket_messages',
        verbose_name=_('Sender')
    )
    is_official_response = models.BooleanField(
        default=False,
        verbose_name=_('Is Official Response from Astan / Expert')
    )
    department_label = models.CharField(
        max_length=255,
        blank=True,
        default='',
        verbose_name=_('Department / Authority Label')
    )
    content = models.TextField(verbose_name=_('Message Content'))
    attachment = models.FileField(
        upload_to='tickets/attachments/%Y/%m/',
        blank=True,
        null=True,
        verbose_name=_('Attachment')
    )
    created_at = models.DateTimeField(auto_now_add=True, verbose_name=_('Created At'))

    class Meta:
        ordering = ('created_at',)
        verbose_name = _('Ticket Message')
        verbose_name_plural = _('Ticket Messages')

    def __str__(self):
        return f"Message on {self.ticket.tracking_code} by {self.sender} ({self.created_at})"