descrybe/apps/api/internal/httpapi/support_handlers.go

package httpapi

import (
	"errors"
	"net/http"
	"strings"

	"github.com/descrybe/descrybe-v2/apps/api/internal/support"
	"github.com/go-chi/chi/v5"
	"github.com/google/uuid"
)

func (s *Server) handleListSupportTickets(w http.ResponseWriter, r *http.Request) {
	if s.Support == nil {
		JSON(w, http.StatusOK, map[string]any{"tickets": []any{}, "total": 0, "limit": 0, "offset": 0})
		return
	}
	cid, ok := CompanyIDFromContext(r.Context())
	if !ok {
		Error(w, http.StatusUnauthorized, "unauthorized")
		return
	}
	uid, ok := UserIDFromContext(r.Context())
	if !ok {
		Error(w, http.StatusUnauthorized, "unauthorized")
		return
	}
	limit, offset := ParseLimitOffset(r)
	status := strings.TrimSpace(r.URL.Query().Get("status"))
	items, total, err := s.Support.ListForUser(r.Context(), cid, uid, status, limit, offset)
	if err != nil {
		if support.IsMissingRelation(err) {
			JSON(w, http.StatusOK, map[string]any{"tickets": []any{}, "total": 0, "limit": limit, "offset": offset})
			return
		}
		ClientOrLog(w, http.StatusBadRequest, "could not list tickets", err, support.ClientError)
		return
	}
	if items == nil {
		items = []support.Ticket{}
	}
	JSON(w, http.StatusOK, map[string]any{"tickets": items, "total": total, "limit": limit, "offset": offset})
}

func (s *Server) handleCreateSupportTicket(w http.ResponseWriter, r *http.Request) {
	if s.Support == nil {
		Error(w, http.StatusServiceUnavailable, "support unavailable")
		return
	}
	cid, ok := CompanyIDFromContext(r.Context())
	if !ok {
		Error(w, http.StatusUnauthorized, "unauthorized")
		return
	}
	uid, ok := UserIDFromContext(r.Context())
	if !ok {
		Error(w, http.StatusUnauthorized, "unauthorized")
		return
	}
	var body support.CreateInput
	if err := DecodeJSON(r, &body); err != nil {
		Error(w, http.StatusBadRequest, "invalid json")
		return
	}
	item, err := s.Support.Create(r.Context(), cid, uid, body)
	if err != nil {
		ClientOrLog(w, http.StatusBadRequest, "could not create ticket", err, support.ClientError)
		return
	}
	// Stage A FAQ match (sync). Never awaits LLM — agent 4 owns AI fallback.
	if updated, _, matchErr := s.Support.MaybeAutoReplyOnCreate(r.Context(), item); matchErr == nil {
		item = updated
	}
	JSON(w, http.StatusCreated, item)
}

func (s *Server) handleGetSupportTicket(w http.ResponseWriter, r *http.Request) {
	if s.Support == nil {
		Error(w, http.StatusServiceUnavailable, "support unavailable")
		return
	}
	cid, ok := CompanyIDFromContext(r.Context())
	if !ok {
		Error(w, http.StatusUnauthorized, "unauthorized")
		return
	}
	uid, ok := UserIDFromContext(r.Context())
	if !ok {
		Error(w, http.StatusUnauthorized, "unauthorized")
		return
	}
	id, err := uuid.Parse(chi.URLParam(r, "id"))
	if err != nil {
		Error(w, http.StatusBadRequest, "invalid id")
		return
	}
	item, err := s.Support.GetForUser(r.Context(), cid, uid, id)
	if errors.Is(err, support.ErrNotFound) {
		Error(w, http.StatusNotFound, "not found")
		return
	}
	if err != nil {
		LogAndError(w, http.StatusInternalServerError, "get failed", err)
		return
	}
	JSON(w, http.StatusOK, item)
}

func (s *Server) handleReplySupportTicket(w http.ResponseWriter, r *http.Request) {
	if s.Support == nil {
		Error(w, http.StatusServiceUnavailable, "support unavailable")
		return
	}
	cid, ok := CompanyIDFromContext(r.Context())
	if !ok {
		Error(w, http.StatusUnauthorized, "unauthorized")
		return
	}
	uid, ok := UserIDFromContext(r.Context())
	if !ok {
		Error(w, http.StatusUnauthorized, "unauthorized")
		return
	}
	id, err := uuid.Parse(chi.URLParam(r, "id"))
	if err != nil {
		Error(w, http.StatusBadRequest, "invalid id")
		return
	}
	// Mass-assignment guard: customers cannot set is_internal_note / status.
	var body support.UserReplyInput
	if err := DecodeJSON(r, &body); err != nil {
		Error(w, http.StatusBadRequest, "invalid json")
		return
	}
	item, err := s.Support.ReplyAsUser(r.Context(), cid, uid, id, support.ReplyInput{Body: body.Body})
	if errors.Is(err, support.ErrNotFound) {
		Error(w, http.StatusNotFound, "not found")
		return
	}
	if err != nil {
		ClientOrLog(w, http.StatusBadRequest, "could not reply", err, support.ClientError)
		return
	}
	if updated, _, matchErr := s.Support.MaybeAutoReplyOnCustomerReply(r.Context(), item); matchErr == nil {
		item = updated
	}
	JSON(w, http.StatusOK, item)
}

func (s *Server) handleAdminListSupportTickets(w http.ResponseWriter, r *http.Request) {
	if s.Support == nil {
		JSON(w, http.StatusOK, map[string]any{"tickets": []any{}, "total": 0, "limit": 0, "offset": 0})
		return
	}
	uid, ok := UserIDFromContext(r.Context())
	if !ok {
		Error(w, http.StatusUnauthorized, "unauthorized")
		return
	}
	access, _ := StaffAccessFromContext(r.Context())
	limit, offset := ParseLimitOffset(r)
	f := support.ListFilter{
		Status:    strings.TrimSpace(r.URL.Query().Get("status")),
		Search:    QuerySearch(r),
		Scope:     strings.TrimSpace(r.URL.Query().Get("scope")),
		Flag:      strings.ToLower(strings.TrimSpace(r.URL.Query().Get("flag"))),
		ActorID:   uid,
		FullAdmin: access.FullAdmin,
	}
	if f.Flag != "" && f.Flag != support.FlagNeedsHuman && f.Flag != support.FlagAIDraft {
		Error(w, http.StatusBadRequest, "invalid flag")
		return
	}
	if raw := strings.TrimSpace(r.URL.Query().Get("company_id")); raw != "" {
		cid, err := uuid.Parse(raw)
		if err != nil {
			Error(w, http.StatusBadRequest, "invalid company_id")
			return
		}
		f.CompanyID = &cid
	}
	if access.FullAdmin {
		if raw := strings.TrimSpace(r.URL.Query().Get("assignee_id")); raw != "" {
			aid, err := uuid.Parse(raw)
			if err != nil {
				Error(w, http.StatusBadRequest, "invalid assignee_id")
				return
			}
			f.AssigneeID = &aid
		}
	}
	items, total, err := s.Support.ListAdmin(r.Context(), f, limit, offset)
	if err != nil {
		if errors.Is(err, support.ErrForbidden) {
			Error(w, http.StatusForbidden, "forbidden")
			return
		}
		if support.IsMissingRelation(err) {
			JSON(w, http.StatusOK, map[string]any{"tickets": []any{}, "total": 0, "limit": limit, "offset": offset})
			return
		}
		ClientOrLog(w, http.StatusBadRequest, "could not list tickets", err, support.ClientError)
		return
	}
	if items == nil {
		items = []support.Ticket{}
	}
	JSON(w, http.StatusOK, map[string]any{"tickets": items, "total": total, "limit": limit, "offset": offset, "scope": f.Scope})
}

func (s *Server) handleAdminGetSupportTicket(w http.ResponseWriter, r *http.Request) {
	if s.Support == nil {
		Error(w, http.StatusServiceUnavailable, "support unavailable")
		return
	}
	uid, ok := UserIDFromContext(r.Context())
	if !ok {
		Error(w, http.StatusUnauthorized, "unauthorized")
		return
	}
	id, err := uuid.Parse(chi.URLParam(r, "id"))
	if err != nil {
		Error(w, http.StatusBadRequest, "invalid id")
		return
	}
	item, err := s.Support.GetAdmin(r.Context(), id)
	if errors.Is(err, support.ErrNotFound) {
		Error(w, http.StatusNotFound, "not found")
		return
	}
	if err != nil {
		LogAndError(w, http.StatusInternalServerError, "get failed", err)
		return
	}
	if !s.staffMayAccessTicket(r, uid, item) {
		// Anti-enumeration: same as missing for support_staff.
		Error(w, http.StatusNotFound, "not found")
		return
	}
	JSON(w, http.StatusOK, item)
}

func (s *Server) handleAdminReplySupportTicket(w http.ResponseWriter, r *http.Request) {
	if s.Support == nil {
		Error(w, http.StatusServiceUnavailable, "support unavailable")
		return
	}
	uid, ok := UserIDFromContext(r.Context())
	if !ok {
		Error(w, http.StatusUnauthorized, "unauthorized")
		return
	}
	id, err := uuid.Parse(chi.URLParam(r, "id"))
	if err != nil {
		Error(w, http.StatusBadRequest, "invalid id")
		return
	}
	existing, err := s.Support.GetAdmin(r.Context(), id)
	if errors.Is(err, support.ErrNotFound) {
		Error(w, http.StatusNotFound, "not found")
		return
	}
	if err != nil {
		LogAndError(w, http.StatusInternalServerError, "get failed", err)
		return
	}
	if !s.staffMayAccessTicket(r, uid, existing) {
		access, _ := StaffAccessFromContext(r.Context())
		if access.IsSupportOnly && existing.AssigneeAdminUserID != nil && *existing.AssigneeAdminUserID != uid {
			CodedError(w, http.StatusConflict, "already_claimed", "assigned to another agent")
			return
		}
		Error(w, http.StatusNotFound, "not found")
		return
	}
	var body support.ReplyInput
	if err := DecodeJSON(r, &body); err != nil {
		Error(w, http.StatusBadRequest, "invalid json")
		return
	}
	item, err := s.Support.ReplyAsAgent(r.Context(), uid, id, body)
	if errors.Is(err, support.ErrNotFound) {
		Error(w, http.StatusNotFound, "not found")
		return
	}
	if err != nil {
		ClientOrLog(w, http.StatusBadRequest, "could not reply", err, support.ClientError)
		return
	}
	JSON(w, http.StatusOK, item)
}

func (s *Server) handleAdminUpdateSupportTicket(w http.ResponseWriter, r *http.Request) {
	if s.Support == nil {
		Error(w, http.StatusServiceUnavailable, "support unavailable")
		return
	}
	uid, ok := UserIDFromContext(r.Context())
	if !ok {
		Error(w, http.StatusUnauthorized, "unauthorized")
		return
	}
	id, err := uuid.Parse(chi.URLParam(r, "id"))
	if err != nil {
		Error(w, http.StatusBadRequest, "invalid id")
		return
	}
	existing, err := s.Support.GetAdmin(r.Context(), id)
	if errors.Is(err, support.ErrNotFound) {
		Error(w, http.StatusNotFound, "not found")
		return
	}
	if err != nil {
		LogAndError(w, http.StatusInternalServerError, "get failed", err)
		return
	}
	if !s.staffMayAccessTicket(r, uid, existing) {
		Error(w, http.StatusNotFound, "not found")
		return
	}
	var body support.AdminUpdateInput
	if err := DecodeJSON(r, &body); err != nil {
		Error(w, http.StatusBadRequest, "invalid json")
		return
	}
	// Mass-assignment: only allowlisted fields; validate assignee is support-capable.
	if body.AssigneeAdminUserID != nil && !body.ClearAssignee {
		if *body.AssigneeAdminUserID == uuid.Nil {
			Error(w, http.StatusBadRequest, "invalid assignee")
			return
		}
		access, _ := StaffAccessFromContext(r.Context())
		if access.IsSupportOnly && *body.AssigneeAdminUserID != uid {
			// support_staff may only claim for self (or clear).
			Error(w, http.StatusForbidden, "cannot assign to other staff")
			return
		}
		ok, err := s.assigneeIsSupportCapable(r, *body.AssigneeAdminUserID)
		if err != nil {
			LogAndError(w, http.StatusInternalServerError, "authorization check failed", err)
			return
		}
		if !ok {
			Error(w, http.StatusBadRequest, "invalid assignee")
			return
		}
	}
	item, err := s.Support.UpdateAdmin(r.Context(), id, uid, body)
	if errors.Is(err, support.ErrNotFound) {
		Error(w, http.StatusNotFound, "not found")
		return
	}
	if err != nil {
		ClientOrLog(w, http.StatusBadRequest, "could not update ticket", err, support.ClientError)
		return
	}
	JSON(w, http.StatusOK, item)
}

func (s *Server) staffActor(r *http.Request, uid uuid.UUID) support.AgentActor {
	access, _ := StaffAccessFromContext(r.Context())
	return support.AgentActor{UserID: uid, FullAdmin: access.FullAdmin}
}

func (s *Server) handleAdminClaimSupportTicket(w http.ResponseWriter, r *http.Request) {
	if s.Support == nil {
		Error(w, http.StatusServiceUnavailable, "support unavailable")
		return
	}
	uid, ok := UserIDFromContext(r.Context())
	if !ok {
		Error(w, http.StatusUnauthorized, "unauthorized")
		return
	}
	id, err := uuid.Parse(chi.URLParam(r, "id"))
	if err != nil {
		Error(w, http.StatusBadRequest, "invalid id")
		return
	}
	item, err := s.Support.Claim(r.Context(), id, s.staffActor(r, uid))
	if errors.Is(err, support.ErrNotFound) {
		Error(w, http.StatusNotFound, "not found")
		return
	}
	if errors.Is(err, support.ErrAlreadyClaimed) || errors.Is(err, support.ErrNotClaimable) {
		Error(w, http.StatusConflict, err.Error())
		return
	}
	if err != nil {
		ClientOrLog(w, http.StatusBadRequest, "could not claim ticket", err, support.ClientError)
		return
	}
	JSON(w, http.StatusOK, item)
}

func (s *Server) handleAdminReleaseSupportTicket(w http.ResponseWriter, r *http.Request) {
	if s.Support == nil {
		Error(w, http.StatusServiceUnavailable, "support unavailable")
		return
	}
	uid, ok := UserIDFromContext(r.Context())
	if !ok {
		Error(w, http.StatusUnauthorized, "unauthorized")
		return
	}
	id, err := uuid.Parse(chi.URLParam(r, "id"))
	if err != nil {
		Error(w, http.StatusBadRequest, "invalid id")
		return
	}
	item, err := s.Support.Release(r.Context(), id, s.staffActor(r, uid))
	if errors.Is(err, support.ErrNotFound) {
		Error(w, http.StatusNotFound, "not found")
		return
	}
	if errors.Is(err, support.ErrForbidden) {
		Error(w, http.StatusForbidden, "forbidden")
		return
	}
	if err != nil {
		ClientOrLog(w, http.StatusBadRequest, "could not release ticket", err, support.ClientError)
		return
	}
	JSON(w, http.StatusOK, item)
}

func (s *Server) handleAdminApproveSupportAIDraft(w http.ResponseWriter, r *http.Request) {
	if s.Support == nil {
		Error(w, http.StatusServiceUnavailable, "support unavailable")
		return
	}
	uid, ok := UserIDFromContext(r.Context())
	if !ok {
		Error(w, http.StatusUnauthorized, "unauthorized")
		return
	}
	id, err := uuid.Parse(chi.URLParam(r, "id"))
	if err != nil {
		Error(w, http.StatusBadRequest, "invalid id")
		return
	}
	existing, err := s.Support.GetAdmin(r.Context(), id)
	if errors.Is(err, support.ErrNotFound) {
		Error(w, http.StatusNotFound, "not found")
		return
	}
	if err != nil {
		LogAndError(w, http.StatusInternalServerError, "get failed", err)
		return
	}
	if !s.staffMayAccessTicket(r, uid, existing) {
		access, _ := StaffAccessFromContext(r.Context())
		if access.IsSupportOnly && existing.AssigneeAdminUserID != nil && *existing.AssigneeAdminUserID != uid {
			CodedError(w, http.StatusConflict, "already_claimed", "assigned to another agent")
			return
		}
		Error(w, http.StatusNotFound, "not found")
		return
	}
	var body support.ApproveAIDraftInput
	if err := DecodeJSON(r, &body); err != nil {
		Error(w, http.StatusBadRequest, "invalid json")
		return
	}
	item, err := s.Support.ApproveAIDraft(r.Context(), uid, id, body)
	if errors.Is(err, support.ErrNotFound) {
		Error(w, http.StatusNotFound, "not found")
		return
	}
	if errors.Is(err, support.ErrNoAIDraft) {
		Error(w, http.StatusConflict, "no AI draft to approve")
		return
	}
	if err != nil {
		ClientOrLog(w, http.StatusBadRequest, "could not approve AI draft", err, support.ClientError)
		return
	}
	JSON(w, http.StatusOK, item)
}

func (s *Server) handleAdminDiscardSupportAIDraft(w http.ResponseWriter, r *http.Request) {
	if s.Support == nil {
		Error(w, http.StatusServiceUnavailable, "support unavailable")
		return
	}
	uid, ok := UserIDFromContext(r.Context())
	if !ok {
		Error(w, http.StatusUnauthorized, "unauthorized")
		return
	}
	id, err := uuid.Parse(chi.URLParam(r, "id"))
	if err != nil {
		Error(w, http.StatusBadRequest, "invalid id")
		return
	}
	existing, err := s.Support.GetAdmin(r.Context(), id)
	if errors.Is(err, support.ErrNotFound) {
		Error(w, http.StatusNotFound, "not found")
		return
	}
	if err != nil {
		LogAndError(w, http.StatusInternalServerError, "get failed", err)
		return
	}
	if !s.staffMayAccessTicket(r, uid, existing) {
		access, _ := StaffAccessFromContext(r.Context())
		if access.IsSupportOnly && existing.AssigneeAdminUserID != nil && *existing.AssigneeAdminUserID != uid {
			CodedError(w, http.StatusConflict, "already_claimed", "assigned to another agent")
			return
		}
		Error(w, http.StatusNotFound, "not found")
		return
	}
	item, err := s.Support.DiscardAIDraft(r.Context(), uid, id)
	if errors.Is(err, support.ErrNotFound) {
		Error(w, http.StatusNotFound, "not found")
		return
	}
	if errors.Is(err, support.ErrNoAIDraft) {
		Error(w, http.StatusConflict, "no AI draft to discard")
		return
	}
	if err != nil {
		ClientOrLog(w, http.StatusBadRequest, "could not discard AI draft", err, support.ClientError)
		return
	}
	JSON(w, http.StatusOK, item)
}

func (s *Server) handleAdminListSupportAgents(w http.ResponseWriter, r *http.Request) {
	if s.Support == nil {
		JSON(w, http.StatusOK, map[string]any{"agents": []any{}, "total": 0})
		return
	}
	limit, offset := ParseLimitOffset(r)
	includeAdmins := !QueryTruthy(r, "agents_only")
	items, total, err := s.Support.ListAgents(r.Context(), includeAdmins, limit, offset)
	if err != nil {
		LogAndError(w, http.StatusInternalServerError, "list failed", err)
		return
	}
	if items == nil {
		items = []support.SupportAgent{}
	}
	JSON(w, http.StatusOK, map[string]any{"agents": items, "total": total, "limit": limit, "offset": offset})
}

// staffMayAccessTicket enforces least-privilege visibility for support_staff.
func (s *Server) staffMayAccessTicket(r *http.Request, actor uuid.UUID, t support.Ticket) bool {
	access, ok := StaffAccessFromContext(r.Context())
	if !ok {
		return false
	}
	if access.FullAdmin {
		return true
	}
	if !access.SupportDesk {
		return false
	}
	if t.AssigneeAdminUserID != nil {
		return *t.AssigneeAdminUserID == actor
	}
	// Unassigned queue: claimable open/pending only.
	return t.Status == "open" || t.Status == "pending"
}

func (s *Server) assigneeIsSupportCapable(r *http.Request, assignee uuid.UUID) (bool, error) {
	if s.testStaffAccess != nil {
		access, err := s.testStaffAccess(r.Context(), assignee)
		if err != nil {
			return false, err
		}
		return access.SupportDesk, nil
	}
	if s.Auth == nil {
		return false, nil
	}
	return s.Auth.IsAssignableSupportStaff(r.Context(), assignee)
}

func (s *Server) handleListNotifications(w http.ResponseWriter, r *http.Request) {
	if s.Support == nil {
		JSON(w, http.StatusOK, map[string]any{"notifications": []any{}, "total": 0, "unread": 0, "limit": 0, "offset": 0})
		return
	}
	uid, ok := UserIDFromContext(r.Context())
	if !ok {
		Error(w, http.StatusUnauthorized, "unauthorized")
		return
	}
	limit, offset := ParseLimitOffset(r)
	unreadOnly := QueryTruthy(r, "unread")
	items, total, err := s.Support.ListNotifications(r.Context(), uid, unreadOnly, limit, offset)
	if err != nil {
		if support.IsMissingRelation(err) {
			JSON(w, http.StatusOK, map[string]any{"notifications": []any{}, "total": 0, "unread": 0, "limit": limit, "offset": offset})
			return
		}
		LogAndError(w, http.StatusInternalServerError, "list failed", err)
		return
	}
	unread, err := s.Support.UnreadNotificationCount(r.Context(), uid)
	if err != nil {
		if support.IsMissingRelation(err) {
			unread = 0
		} else {
			LogAndError(w, http.StatusInternalServerError, "list failed", err)
			return
		}
	}
	if items == nil {
		items = []support.Notification{}
	}
	JSON(w, http.StatusOK, map[string]any{
		"notifications": items,
		"total":         total,
		"unread":        unread,
		"limit":         limit,
		"offset":        offset,
	})
}

func (s *Server) handleMarkNotificationRead(w http.ResponseWriter, r *http.Request) {
	if s.Support == nil {
		Error(w, http.StatusServiceUnavailable, "support unavailable")
		return
	}
	uid, ok := UserIDFromContext(r.Context())
	if !ok {
		Error(w, http.StatusUnauthorized, "unauthorized")
		return
	}
	id, err := uuid.Parse(chi.URLParam(r, "id"))
	if err != nil {
		Error(w, http.StatusBadRequest, "invalid id")
		return
	}
	if err := s.Support.MarkNotificationRead(r.Context(), uid, id); errors.Is(err, support.ErrNotificationGone) {
		Error(w, http.StatusNotFound, "not found")
		return
	} else if err != nil {
		LogAndError(w, http.StatusInternalServerError, "update failed", err)
		return
	}
	JSON(w, http.StatusOK, map[string]string{"status": "ok"})
}

func (s *Server) handleMarkAllNotificationsRead(w http.ResponseWriter, r *http.Request) {
	if s.Support == nil {
		Error(w, http.StatusServiceUnavailable, "support unavailable")
		return
	}
	uid, ok := UserIDFromContext(r.Context())
	if !ok {
		Error(w, http.StatusUnauthorized, "unauthorized")
		return
	}
	n, err := s.Support.MarkAllNotificationsRead(r.Context(), uid)
	if err != nil {
		if support.IsMissingRelation(err) {
			JSON(w, http.StatusOK, map[string]any{"status": "ok", "updated": 0})
			return
		}
		LogAndError(w, http.StatusInternalServerError, "update failed", err)
		return
	}
	JSON(w, http.StatusOK, map[string]any{"status": "ok", "updated": n})
}