muslin_connect_hub_backend/apps/tickets/views/ticket_views.py

import logging
from django.db.models import Q
from django.shortcuts import get_object_or_404
from django.utils import timezone
from django.utils.translation import gettext_lazy as _
from rest_framework import status
from rest_framework.views import APIView
from rest_framework.generics import GenericAPIView
from rest_framework.permissions import IsAuthenticated
from rest_framework.response import Response
from rest_framework.parsers import MultiPartParser, FormParser, JSONParser
from drf_spectacular.utils import extend_schema, OpenApiResponse, OpenApiParameter

from apps.tickets.models import Ticket, TicketMessage, TicketStatus
from apps.tickets.permissions import IsTicketOwnerOrStaff
from apps.tickets.serializers import (
    TicketListSerializer,
    TicketDetailSerializer,
    TicketCreateSerializer,
    TicketMessageSerializer,
    TicketMessageCreateSerializer,
    TicketRateSerializer,
)

logger = logging.getLogger(__name__)


def get_ticket_by_id_or_code(pk_or_code, queryset=None):
    if queryset is None:
        queryset = Ticket.objects.all()
    if str(pk_or_code).isdigit():
        return get_object_or_404(queryset, pk=int(pk_or_code))
    return get_object_or_404(queryset, tracking_code__iexact=str(pk_or_code).strip())


class TicketListCreateView(GenericAPIView):
    permission_classes = [IsAuthenticated]
    parser_classes = [MultiPartParser, FormParser, JSONParser]
    serializer_class = TicketListSerializer
    queryset = Ticket.objects.all()

    def get_serializer_class(self):
        if self.request.method == 'POST':
            return TicketCreateSerializer
        return TicketListSerializer

    def get_queryset(self):
        if getattr(self, 'swagger_fake_view', False) or not self.request.user.is_authenticated:
            return Ticket.objects.none()

        user = self.request.user
        if user.is_staff or getattr(user, 'is_super_admin', False) or getattr(user, 'is_regional_admin', False):
            qs = Ticket.objects.all()
        else:
            # User's own tickets or institution tickets
            institution_ids = user.institution_memberships.values_list('institution_id', flat=True)
            qs = Ticket.objects.filter(Q(user=user) | Q(institution_id__in=institution_ids)).distinct()
        return qs

    @extend_schema(
        summary="List user and institution tickets",
        description="Retrieves a list of official inquiry tickets submitted by the user or their institution.",
        parameters=[
            OpenApiParameter('status', str, description="Filter by status (open, in_progress, answered, closed)"),
            OpenApiParameter('category', str, description="Filter by category (cultural_affairs, religious_inquiry, etc.)"),
            OpenApiParameter('priority', str, description="Filter by priority (urgent, high, medium, low)"),
            OpenApiParameter('search', str, description="Search in subject or tracking code"),
        ],
        responses={200: TicketListSerializer(many=True)},
        tags=["Ticketing & Official Inquiries"],
    )
    def get(self, request, *args, **kwargs):
        qs = self.get_queryset()

        status_param = request.query_params.get('status')
        if status_param:
            qs = qs.filter(status=status_param)

        category = request.query_params.get('category')
        if category:
            qs = qs.filter(category=category)

        priority = request.query_params.get('priority')
        if priority:
            qs = qs.filter(priority=priority)

        search = request.query_params.get('search')
        if search:
            qs = qs.filter(Q(subject__icontains=search) | Q(tracking_code__icontains=search))

        serializer = TicketListSerializer(qs, many=True)
        return Response(serializer.data, status=status.HTTP_200_OK)

    @extend_schema(
        summary="Submit an official ticket inquiry",
        description="Creates a new official inquiry ticket with initial message content and optional file attachment.",
        request=TicketCreateSerializer,
        responses={
            201: TicketDetailSerializer,
            400: OpenApiResponse(description="Validation error"),
        },
        tags=["Ticketing & Official Inquiries"],
    )
    def post(self, request, *args, **kwargs):
        serializer = TicketCreateSerializer(data=request.data, context={'request': request})
        serializer.is_valid(raise_exception=True)
        ticket = serializer.save()

        response_serializer = TicketDetailSerializer(ticket)
        return Response(response_serializer.data, status=status.HTTP_201_CREATED)


class TicketDetailView(GenericAPIView):
    permission_classes = [IsAuthenticated, IsTicketOwnerOrStaff]
    serializer_class = TicketDetailSerializer
    queryset = Ticket.objects.all()

    @extend_schema(
        summary="Retrieve ticket thread and responses",
        description="Returns full ticket details including all dialogue messages and attachments.",
        responses={
            200: TicketDetailSerializer,
            403: OpenApiResponse(description="Permission denied"),
            404: OpenApiResponse(description="Ticket not found"),
        },
        tags=["Ticketing & Official Inquiries"],
    )
    def get(self, request, pk_or_code, *args, **kwargs):
        ticket = get_ticket_by_id_or_code(pk_or_code, self.get_queryset())
        self.check_object_permissions(request, ticket)
        serializer = self.get_serializer(ticket)
        return Response(serializer.data, status=status.HTTP_200_OK)

    @extend_schema(
        summary="Update ticket status or priority (Staff/Owner)",
        description="Updates ticket priority, category, or assigned expert.",
        request=TicketListSerializer,
        responses={200: TicketDetailSerializer},
        tags=["Ticketing & Official Inquiries"],
    )
    def patch(self, request, pk_or_code, *args, **kwargs):
        ticket = get_ticket_by_id_or_code(pk_or_code, self.get_queryset())
        self.check_object_permissions(request, ticket)

        if 'priority' in request.data:
            ticket.priority = request.data['priority']
        if 'category' in request.data:
            ticket.category = request.data['category']
        if 'status' in request.data and request.user.is_staff:
            ticket.status = request.data['status']
        if 'assigned_expert' in request.data and request.user.is_staff:
            ticket.assigned_expert_id = request.data['assigned_expert']

        ticket.save()
        serializer = self.get_serializer(ticket)
        return Response(serializer.data, status=status.HTTP_200_OK)


class TicketReplyView(GenericAPIView):
    permission_classes = [IsAuthenticated, IsTicketOwnerOrStaff]
    parser_classes = [MultiPartParser, FormParser, JSONParser]
    serializer_class = TicketMessageCreateSerializer
    queryset = Ticket.objects.all()

    @extend_schema(
        summary="Reply to ticket inquiry",
        description="Appends a new message or official response to an existing ticket thread.",
        request=TicketMessageCreateSerializer,
        responses={
            201: TicketMessageSerializer,
            400: OpenApiResponse(description="Invalid reply"),
            403: OpenApiResponse(description="Permission denied"),
        },
        tags=["Ticketing & Official Inquiries"],
    )
    def post(self, request, pk_or_code, *args, **kwargs):
        ticket = get_ticket_by_id_or_code(pk_or_code, self.get_queryset())
        self.check_object_permissions(request, ticket)

        if ticket.status == TicketStatus.CLOSED:
            return Response({'error': _("Cannot reply to a closed ticket.")}, status=status.HTTP_400_BAD_REQUEST)

        serializer = self.get_serializer(data=request.data)
        serializer.is_valid(raise_exception=True)

        is_staff_user = request.user.is_staff or getattr(request.user, 'is_super_admin', False)

        msg = TicketMessage.objects.create(
            ticket=ticket,
            sender=request.user,
            content=serializer.validated_data['content'],
            attachment=serializer.validated_data.get('attachment'),
            is_official_response=is_staff_user,
            department_label=serializer.validated_data.get('department_label', 'Astan Quds Razavi Official Support' if is_staff_user else ''),
        )

        # Update ticket status automatically
        if is_staff_user:
            ticket.status = TicketStatus.ANSWERED
            if not ticket.assigned_expert:
                ticket.assigned_expert = request.user
        else:
            ticket.status = TicketStatus.IN_PROGRESS
        ticket.save()

        response_serializer = TicketMessageSerializer(msg)
        return Response(response_serializer.data, status=status.HTTP_201_CREATED)


class TicketCloseView(GenericAPIView):
    permission_classes = [IsAuthenticated, IsTicketOwnerOrStaff]
    serializer_class = TicketDetailSerializer
    queryset = Ticket.objects.all()

    @extend_schema(
        summary="Close ticket inquiry",
        description="Marks a ticket as closed and records the resolution timestamp.",
        responses={200: TicketDetailSerializer},
        tags=["Ticketing & Official Inquiries"],
    )
    def post(self, request, pk_or_code, *args, **kwargs):
        ticket = get_ticket_by_id_or_code(pk_or_code, self.get_queryset())
        self.check_object_permissions(request, ticket)

        ticket.status = TicketStatus.CLOSED
        ticket.closed_at = timezone.now()
        ticket.save()

        serializer = self.get_serializer(ticket)
        return Response(serializer.data, status=status.HTTP_200_OK)


class TicketRateView(GenericAPIView):
    permission_classes = [IsAuthenticated, IsTicketOwnerOrStaff]
    serializer_class = TicketRateSerializer
    queryset = Ticket.objects.all()

    @extend_schema(
        summary="Submit satisfaction rating for ticket",
        description="Records 1 to 5 star rating and optional user feedback upon inquiry completion.",
        request=TicketRateSerializer,
        responses={
            200: TicketDetailSerializer,
            400: OpenApiResponse(description="Validation error"),
        },
        tags=["Ticketing & Official Inquiries"],
    )
    def post(self, request, pk_or_code, *args, **kwargs):
        ticket = get_ticket_by_id_or_code(pk_or_code, self.get_queryset())
        self.check_object_permissions(request, ticket)

        serializer = self.get_serializer(data=request.data)
        serializer.is_valid(raise_exception=True)

        ticket.satisfaction_rating = serializer.validated_data['rating']
        ticket.feedback_comment = serializer.validated_data.get('feedback', '')
        ticket.save()

        response_serializer = TicketDetailSerializer(ticket)
        return Response(response_serializer.data, status=status.HTTP_200_OK)