descrybe/apps/api/internal/support/desk.go

package support

import (
	"context"
	"errors"
	"fmt"
	"strings"

	"github.com/google/uuid"
	"github.com/jackc/pgx/v5"
)

// NormalizeListScope returns a valid staff list scope.
func NormalizeListScope(raw string, fullAdmin bool) (string, error) {
	scope := strings.ToLower(strings.TrimSpace(raw))
	if scope == "" {
		if fullAdmin {
			return ScopeAll, nil
		}
		return ScopeInbox, nil
	}
	switch scope {
	case ScopeInbox, ScopeMine, ScopeUnassigned, ScopeAll:
		if scope == ScopeAll && !fullAdmin {
			return "", ErrForbidden
		}
		return scope, nil
	default:
		return "", ErrInvalidScope
	}
}

// applyStaffListScope mutates filter WHERE clauses for queue+claim visibility.
func applyStaffListScope(f *ListFilter, args *[]any, where *string) error {
	scope, err := NormalizeListScope(f.Scope, f.FullAdmin)
	if err != nil {
		return err
	}
	f.Scope = scope

	// Legacy shortcut still honored when Scope empty path already normalized.
	if f.UnassignedOrSelf != nil && scope == ScopeInbox {
		*args = append(*args, *f.UnassignedOrSelf)
		*where += fmt.Sprintf(` AND (t.assignee_admin_user_id IS NULL OR t.assignee_admin_user_id = $%d) AND t.status IN ('open','pending')`, len(*args))
		return nil
	}

	switch scope {
	case ScopeAll:
		// platform admin: optional AssigneeID / CompanyID / Status already applied by caller
		return nil
	case ScopeInbox:
		if f.ActorID == uuid.Nil {
			return ErrForbidden
		}
		*args = append(*args, f.ActorID)
		*where += fmt.Sprintf(` AND (t.assignee_admin_user_id IS NULL OR t.assignee_admin_user_id = $%d) AND t.status IN ('open','pending')`, len(*args))
	case ScopeMine:
		if f.ActorID == uuid.Nil {
			return ErrForbidden
		}
		*args = append(*args, f.ActorID)
		*where += fmt.Sprintf(` AND t.assignee_admin_user_id = $%d`, len(*args))
	case ScopeUnassigned:
		*where += ` AND t.assignee_admin_user_id IS NULL AND t.status IN ('open','pending')`
	}
	// Agents may not filter arbitrary assignee_id (admin-only).
	if !f.FullAdmin && f.AssigneeID != nil {
		return ErrForbidden
	}
	return nil
}

func agentCanViewTicket(t Ticket, actor AgentActor) bool {
	if actor.FullAdmin {
		return true
	}
	if t.AssigneeAdminUserID != nil && *t.AssigneeAdminUserID == actor.UserID {
		return true
	}
	if t.AssigneeAdminUserID == nil && (t.Status == "open" || t.Status == "pending") {
		return true
	}
	return false
}

// GetAdminForActor loads a ticket with staff visibility rules (404 when hidden).
func (s *Service) GetAdminForActor(ctx context.Context, ticketID uuid.UUID, actor AgentActor) (Ticket, error) {
	t, err := s.GetAdmin(ctx, ticketID)
	if err != nil {
		return Ticket{}, err
	}
	if !agentCanViewTicket(t, actor) {
		return Ticket{}, ErrNotFound
	}
	return t, nil
}

// Claim atomically assigns an unassigned open/pending ticket to the actor.
func (s *Service) Claim(ctx context.Context, ticketID uuid.UUID, actor AgentActor) (Ticket, error) {
	tx, err := s.Pool.Begin(ctx)
	if err != nil {
		return Ticket{}, err
	}
	defer func() { _ = tx.Rollback(ctx) }()

	var status string
	var assignee *uuid.UUID
	err = tx.QueryRow(ctx, `
		SELECT status, assignee_admin_user_id
		FROM support_tickets WHERE id = $1 FOR UPDATE`, ticketID,
	).Scan(&status, &assignee)
	if errors.Is(err, pgx.ErrNoRows) {
		return Ticket{}, ErrNotFound
	}
	if err != nil {
		return Ticket{}, err
	}
	if assignee != nil {
		if *assignee == actor.UserID {
			if err := tx.Commit(ctx); err != nil {
				return Ticket{}, err
			}
			return s.GetAdmin(ctx, ticketID)
		}
		return Ticket{}, ErrAlreadyClaimed
	}
	if status != "open" && status != "pending" {
		return Ticket{}, ErrNotClaimable
	}

	tag, err := tx.Exec(ctx, `
		UPDATE support_tickets
		SET assignee_admin_user_id = $2, updated_at = now()
		WHERE id = $1
		  AND assignee_admin_user_id IS NULL
		  AND status IN ('open', 'pending')`, ticketID, actor.UserID)
	if err != nil {
		return Ticket{}, err
	}
	if tag.RowsAffected() == 0 {
		return Ticket{}, ErrAlreadyClaimed
	}
	// Optional notify — failed kind CHECK must not abort the claim transaction.
	if _, spErr := tx.Exec(ctx, `SAVEPOINT support_claim_notify`); spErr == nil {
		if nerr := insertNotification(ctx, tx, actor.UserID, ticketID, nil, "ticket_claimed"); nerr != nil {
			_, _ = tx.Exec(ctx, `ROLLBACK TO SAVEPOINT support_claim_notify`)
		} else {
			_, _ = tx.Exec(ctx, `RELEASE SAVEPOINT support_claim_notify`)
		}
	}
	if err := tx.Commit(ctx); err != nil {
		return Ticket{}, err
	}
	return s.GetAdmin(ctx, ticketID)
}

// Release clears assignee when the actor owns the ticket (or is full admin).
func (s *Service) Release(ctx context.Context, ticketID uuid.UUID, actor AgentActor) (Ticket, error) {
	tx, err := s.Pool.Begin(ctx)
	if err != nil {
		return Ticket{}, err
	}
	defer func() { _ = tx.Rollback(ctx) }()

	var assignee *uuid.UUID
	err = tx.QueryRow(ctx, `
		SELECT assignee_admin_user_id FROM support_tickets WHERE id = $1 FOR UPDATE`, ticketID,
	).Scan(&assignee)
	if errors.Is(err, pgx.ErrNoRows) {
		return Ticket{}, ErrNotFound
	}
	if err != nil {
		return Ticket{}, err
	}
	if assignee == nil {
		if err := tx.Commit(ctx); err != nil {
			return Ticket{}, err
		}
		return s.GetAdmin(ctx, ticketID)
	}
	if !actor.FullAdmin && *assignee != actor.UserID {
		return Ticket{}, ErrForbidden
	}
	_, err = tx.Exec(ctx, `
		UPDATE support_tickets
		SET assignee_admin_user_id = NULL, updated_at = now()
		WHERE id = $1`, ticketID)
	if err != nil {
		return Ticket{}, err
	}
	if err := tx.Commit(ctx); err != nil {
		return Ticket{}, err
	}
	return s.GetAdmin(ctx, ticketID)
}