resolutionflow/backend/app/services/psa/connectwise/provider.py

"""ConnectWise implementation of PSAProvider."""
from __future__ import annotations

import asyncio
import logging
from datetime import datetime, timezone

from app.services.psa.base import PSAProvider
from app.services.psa.cache import psa_cache
from app.services.psa.types import (
    ConnectionTestResult,
    PSATicket,
    PSANote,
    PSAStatus,
    PSACompany,
    PSAMember,
    PSAConfiguration,
)
from .client import ConnectWiseClient

logger = logging.getLogger(__name__)


class ConnectWiseProvider(PSAProvider):
    """ConnectWise PSA provider implementation."""

    def __init__(self, client: ConnectWiseClient):
        self.client = client

    async def test_connection(self) -> ConnectionTestResult:
        """Test the CW connection by fetching system info."""
        try:
            info = await self.client.get("/system/info")
            return ConnectionTestResult(
                success=True,
                message="Connected successfully.",
                server_version=info.get("version", None),
            )
        except Exception as e:
            return ConnectionTestResult(
                success=False,
                message=str(e),
                server_version=None,
            )

    # ── Tickets ───────────────────────────────────────────────────────

    async def get_ticket(self, ticket_id: str) -> PSATicket:
        """Fetch a single ticket by ID from ConnectWise."""
        data = await self.client.get(
            f"/service/tickets/{ticket_id}",
            params={"fields": "id,summary,company,board,status,priority,closedFlag"},
        )
        return self._map_ticket(data)

    async def search_tickets(self, query: str, **filters) -> list[PSATicket]:
        """Search CW tickets by summary. Supports board_id and status_id filters."""
        params: dict = {
            "fields": "id,summary,company,board,status,priority,closedFlag",
            "orderBy": "id desc",
            "pageSize": 25,
        }

        # Build CW condition query
        conditions: list[str] = []
        if query:
            conditions.append(f"summary contains '{query}'")
        if filters.get("board_id"):
            conditions.append(f"board/id = {filters['board_id']}")
        if filters.get("status_id"):
            conditions.append(f"status/id = {filters['status_id']}")
        if not filters.get("include_closed", False):
            conditions.append("closedFlag = false")

        if conditions:
            params["conditions"] = " and ".join(conditions)

        data = await self.client.get("/service/tickets", params=params)

        return [
            self._map_ticket(t)
            for t in (data if isinstance(data, list) else [])
        ]

    async def get_ticket_configurations(
        self, ticket_id: str
    ) -> list[PSAConfiguration]:
        """Get configurations (assets) attached to a ticket."""
        data = await self.client.get(
            f"/service/tickets/{ticket_id}/configurations",
            params={"fields": "id,deviceIdentifier,type,company"},
        )
        return [
            PSAConfiguration(
                id=str(c["id"]),
                name=c.get("deviceIdentifier", ""),
                type=c.get("type", {}).get("name") if c.get("type") else None,
                company_name=c.get("company", {}).get("name") if c.get("company") else None,
            )
            for c in (data if isinstance(data, list) else [])
        ]

    # ── Board statuses (cached) ───────────────────────────────────────

    async def get_ticket_statuses(self, board_id: int) -> list[PSAStatus]:
        """Get available statuses for a CW service board (cached 1 hour)."""
        cache_key = f"board_statuses:{board_id}"
        cached = psa_cache.get(cache_key)
        if cached is not None:
            return cached

        data = await self.client.get(
            f"/service/boards/{board_id}/statuses",
            params={"fields": "id,name,closedStatus", "pageSize": 100},
        )
        result = [
            PSAStatus(
                id=s["id"],
                name=s["name"],
                is_closed=s.get("closedStatus", False),
            )
            for s in (data if isinstance(data, list) else [])
        ]
        psa_cache.set(cache_key, result, ttl_seconds=3600)
        return result

    # ── Companies ─────────────────────────────────────────────────────

    async def list_companies(self, **filters) -> list[PSACompany]:
        """List companies from CW, optionally filtered by status."""
        params: dict = {
            "fields": "id,name,status",
            "pageSize": 100,
            "orderBy": "name asc",
        }
        conditions: list[str] = []
        if filters.get("status"):
            conditions.append(f"status/name = '{filters['status']}'")
        if conditions:
            params["conditions"] = " and ".join(conditions)

        data = await self.client.get("/company/companies", params=params)
        return [
            PSACompany(
                id=str(c["id"]),
                name=c.get("name", ""),
                status=c.get("status", {}).get("name") if c.get("status") else None,
            )
            for c in (data if isinstance(data, list) else [])
        ]

    async def get_company(self, company_id: str) -> PSACompany:
        """Fetch a single company by ID."""
        data = await self.client.get(
            f"/company/companies/{company_id}",
            params={"fields": "id,name,status"},
        )
        return PSACompany(
            id=str(data["id"]),
            name=data.get("name", ""),
            status=data.get("status", {}).get("name") if data.get("status") else None,
        )

    # ── Notes & status updates ───────────────────────────────────────

    async def post_note(
        self,
        ticket_id: str,
        text: str,
        note_type: str,
        member_id: str | None = None,
    ) -> PSANote:
        """Post a note to a CW ticket.

        Maps ResolutionFlow note types to CW flag fields:
        - internal_analysis → internalAnalysisFlag (internal only)
        - resolution → resolutionFlag (internal, triggers notifications)
        - description → detailDescriptionFlag (external, triggers notifications)
        """
        from app.services.psa.types import NoteType

        flags = {
            NoteType.INTERNAL_ANALYSIS: {
                "internalAnalysisFlag": True,
                "resolutionFlag": False,
                "detailDescriptionFlag": False,
                "internalFlag": True,
                "processNotifications": False,
            },
            NoteType.RESOLUTION: {
                "internalAnalysisFlag": False,
                "resolutionFlag": True,
                "detailDescriptionFlag": False,
                "internalFlag": True,
                "processNotifications": True,
            },
            NoteType.DESCRIPTION: {
                "internalAnalysisFlag": False,
                "resolutionFlag": False,
                "detailDescriptionFlag": True,
                "internalFlag": False,
                "processNotifications": True,
            },
        }

        note_flags = flags.get(note_type, flags[NoteType.INTERNAL_ANALYSIS])

        # NOTE: CW Developer Guide states \n is "Not Supported" in JSON bodies
        # and may be collapsed to a single space. CW does support markdown in ticket
        # notes (see PSA-Markdown.md). This needs sandbox testing — if newlines are
        # lost, consider using double-space line breaks or HTML <br> tags instead.
        body: dict = {
            "text": text,
            **note_flags,
        }

        if member_id:
            body["member"] = {"id": int(member_id)}

        data = await self.client.post(
            f"/service/tickets/{ticket_id}/notes", json_body=body
        )

        return PSANote(
            id=str(data.get("id", "")),
            text=data.get("text", ""),
            note_type=note_type,
            created_at=data.get("dateCreated"),
        )

    async def update_ticket_status(
        self, ticket_id: str, status_id: int
    ) -> PSATicket:
        """Update a CW ticket's status using JSON Patch format."""
        patch_body = [
            {"op": "replace", "path": "status", "value": {"id": status_id}}
        ]
        data = await self.client.patch(
            f"/service/tickets/{ticket_id}", json_body=patch_body
        )
        return self._map_ticket(data)

    async def list_members(self) -> list[PSAMember]:
        """List CW system members (cached 15 minutes)."""
        cache_key = "members:all"
        cached = psa_cache.get(cache_key)
        if cached is not None:
            return cached

        data = await self.client.get_paginated(
            "/system/members",
            params={
                "fields": "id,identifier,firstName,lastName,officeEmail",
                "conditions": "inactiveFlag = false",
                "pageSize": 1000,
            },
        )

        result = [
            PSAMember(
                id=str(m["id"]),
                identifier=m.get("identifier", ""),
                name=f"{m.get('firstName', '')} {m.get('lastName', '')}".strip(),
                email=m.get("officeEmail"),
            )
            for m in data
        ]

        psa_cache.set(cache_key, result, ttl_seconds=900)
        return result

    # ── Ticket Context ────────────────────────────────────────────────

    async def get_ticket_context(
        self, ticket_id: int, connection_id: str | None = None
    ):
        """Fetch rich ticket context for AI prompt injection.

        Returns a TicketContext with ticket details, company, contact,
        configurations, recent notes, and related open tickets.
        Results are cached for 5 minutes per ticket.
        """
        from app.schemas.psa_context import (
            TicketContext,
            TicketDetails,
            CompanyInfo,
            ContactInfo,
            ConfigItem,
            TicketNote,
            RelatedTicket,
        )

        cache_key = f"{connection_id or 'default'}:ticket_context:{ticket_id}"
        cached = psa_cache.get(cache_key)
        if cached is not None:
            return cached

        # Fetch ticket first to get company_id and contact_id
        ticket_data = await self.client.get(
            f"/service/tickets/{ticket_id}",
            params={
                "fields": "id,summary,status,priority,board,sla,dateEntered,resources,company,contact"
            },
        )

        company_id = ticket_data.get("company", {}).get("id") if ticket_data.get("company") else None
        contact_id = ticket_data.get("contact", {}).get("id") if ticket_data.get("contact") else None

        # Build parallel fetch tasks
        configs_task = asyncio.create_task(
            self.client.get(
                f"/service/tickets/{ticket_id}/configurations",
                params={
                    "fields": "id,deviceIdentifier,type,osType,serialNumber,ipAddress,modelNumber"
                },
            )
        )
        notes_task = asyncio.create_task(
            self.client.get(
                f"/service/tickets/{ticket_id}/notes",
                params={
                    "pageSize": "20",
                    "orderBy": "dateCreated desc",
                    "fields": "id,text,member,dateCreated,internalAnalysisFlag",
                },
            )
        )
        company_task = asyncio.create_task(
            self.client.get(
                f"/company/companies/{company_id}",
                params={
                    "fields": "id,name,site,addressLine1,city,state,zip,phoneNumber,type,territory"
                },
            )
        ) if company_id else None

        related_task = asyncio.create_task(
            self.client.get(
                "/service/tickets",
                params={
                    "conditions": f"company/id={company_id} AND closedFlag=false AND id != {ticket_id}",
                    "pageSize": "5",
                    "orderBy": "id desc",
                    "fields": "id,summary,status,priority,board",
                },
            )
        ) if company_id else None

        contact_task = asyncio.create_task(
            self.client.get(
                f"/company/contacts/{contact_id}",
                params={
                    "fields": "id,firstName,lastName,title,defaultPhoneNbr,communicationItems"
                },
            )
        ) if contact_id else None

        # Gather all tasks with partial failure tolerance
        tasks_to_await = [t for t in [configs_task, notes_task, company_task, related_task, contact_task] if t is not None]
        task_results = await asyncio.gather(*tasks_to_await, return_exceptions=True)

        # Unpack results in order (skipping None tasks)
        result_iter = iter(task_results)
        configs_raw = next(result_iter)
        notes_raw = next(result_iter)
        company_raw = next(result_iter) if company_task else None
        related_raw = next(result_iter) if related_task else None
        contact_raw = next(result_iter) if contact_task else None

        # Map ticket details
        def _parse_dt(val: str | None) -> datetime:
            if not val:
                return datetime.now(timezone.utc)
            try:
                # CW returns ISO 8601 strings — ensure timezone aware
                dt = datetime.fromisoformat(val.replace("Z", "+00:00"))
                if dt.tzinfo is None:
                    dt = dt.replace(tzinfo=timezone.utc)
                return dt
            except (ValueError, AttributeError):
                return datetime.now(timezone.utc)

        ticket_details = TicketDetails(
            id=ticket_data["id"],
            summary=ticket_data.get("summary", ""),
            status=ticket_data.get("status", {}).get("name", "") if isinstance(ticket_data.get("status"), dict) else str(ticket_data.get("status", "")),
            priority=ticket_data.get("priority", {}).get("name", "") if isinstance(ticket_data.get("priority"), dict) else str(ticket_data.get("priority", "")),
            board=ticket_data.get("board", {}).get("name", "") if isinstance(ticket_data.get("board"), dict) else str(ticket_data.get("board", "")),
            sla=ticket_data.get("sla", {}).get("name") if isinstance(ticket_data.get("sla"), dict) else ticket_data.get("sla"),
            date_entered=_parse_dt(ticket_data.get("dateEntered")),
            resources=ticket_data.get("resources"),
        )

        # Map company
        company_info: CompanyInfo
        if isinstance(company_raw, dict):
            addr_parts = [
                company_raw.get("addressLine1"),
                company_raw.get("city"),
                company_raw.get("state"),
                company_raw.get("zip"),
            ]
            address = ", ".join(p for p in addr_parts if p) or None
            company_info = CompanyInfo(
                id=company_raw["id"],
                name=company_raw.get("name", ""),
                site=company_raw.get("site", {}).get("name") if isinstance(company_raw.get("site"), dict) else company_raw.get("site"),
                address=address,
                phone=company_raw.get("phoneNumber"),
                type=company_raw.get("type", {}).get("name") if isinstance(company_raw.get("type"), dict) else company_raw.get("type"),
                territory=company_raw.get("territory", {}).get("name") if isinstance(company_raw.get("territory"), dict) else company_raw.get("territory"),
            )
        else:
            if isinstance(company_raw, Exception):
                logger.warning("Failed to fetch company for ticket %s: %s", ticket_id, company_raw)
            # Fallback: use data from ticket itself
            company_info = CompanyInfo(
                id=company_id or 0,
                name=ticket_data.get("company", {}).get("name", "") if isinstance(ticket_data.get("company"), dict) else "",
            )

        # Map contact
        contact_info: ContactInfo | None = None
        if isinstance(contact_raw, dict):
            first = contact_raw.get("firstName", "")
            last = contact_raw.get("lastName", "")
            full_name = f"{first} {last}".strip() or "Unknown"

            # Extract email from communicationItems
            email: str | None = None
            comm_items = contact_raw.get("communicationItems", [])
            if isinstance(comm_items, list):
                for item in comm_items:
                    if isinstance(item, dict) and item.get("communicationType") == "Email":
                        email = item.get("value")
                        break

            contact_info = ContactInfo(
                name=full_name,
                email=email,
                phone=contact_raw.get("defaultPhoneNbr"),
                title=contact_raw.get("title"),
            )
        elif isinstance(contact_raw, Exception):
            logger.warning("Failed to fetch contact for ticket %s: %s", ticket_id, contact_raw)

        # Map configurations
        configurations: list[ConfigItem] = []
        if isinstance(configs_raw, list):
            for cfg in configs_raw:
                if not isinstance(cfg, dict):
                    continue
                configurations.append(ConfigItem(
                    device_identifier=cfg.get("deviceIdentifier", ""),
                    type=cfg.get("type", {}).get("name") if isinstance(cfg.get("type"), dict) else cfg.get("type"),
                    os_type=cfg.get("osType", {}).get("name") if isinstance(cfg.get("osType"), dict) else cfg.get("osType"),
                    serial_number=cfg.get("serialNumber"),
                    ip_address=cfg.get("ipAddress"),
                    model_number=cfg.get("modelNumber"),
                ))
        elif isinstance(configs_raw, Exception):
            logger.warning("Failed to fetch configs for ticket %s: %s", ticket_id, configs_raw)

        # Map notes
        notes: list[TicketNote] = []
        if isinstance(notes_raw, list):
            for note in notes_raw:
                if not isinstance(note, dict):
                    continue
                member_name: str | None = None
                member_obj = note.get("member")
                if isinstance(member_obj, dict):
                    first = member_obj.get("firstName", "")
                    last = member_obj.get("lastName", "")
                    member_name = f"{first} {last}".strip() or member_obj.get("identifier")
                elif isinstance(member_obj, str):
                    member_name = member_obj

                notes.append(TicketNote(
                    text=note.get("text", ""),
                    member=member_name,
                    date_created=_parse_dt(note.get("dateCreated")),
                    internal_analysis_flag=note.get("internalAnalysisFlag", False),
                ))
        elif isinstance(notes_raw, Exception):
            logger.warning("Failed to fetch notes for ticket %s: %s", ticket_id, notes_raw)

        # Map related tickets
        related_tickets: list[RelatedTicket] = []
        if isinstance(related_raw, list):
            for rt in related_raw:
                if not isinstance(rt, dict):
                    continue
                related_tickets.append(RelatedTicket(
                    id=rt["id"],
                    summary=rt.get("summary", ""),
                    status=rt.get("status", {}).get("name", "") if isinstance(rt.get("status"), dict) else str(rt.get("status", "")),
                    priority=rt.get("priority", {}).get("name", "") if isinstance(rt.get("priority"), dict) else str(rt.get("priority", "")),
                    board=rt.get("board", {}).get("name", "") if isinstance(rt.get("board"), dict) else str(rt.get("board", "")),
                ))
        elif isinstance(related_raw, Exception):
            logger.warning("Failed to fetch related tickets for ticket %s: %s", ticket_id, related_raw)

        ctx = TicketContext(
            ticket=ticket_details,
            company=company_info,
            contact=contact_info,
            configurations=configurations,
            notes=notes,
            related_tickets=related_tickets,
            fetched_at=datetime.now(timezone.utc),
        )

        psa_cache.set(cache_key, ctx, ttl_seconds=300)
        return ctx

    # ── Private helpers ───────────────────────────────────────────────

    @staticmethod
    def _map_ticket(data: dict) -> PSATicket:
        """Map a CW ticket JSON dict to a PSATicket."""
        return PSATicket(
            id=str(data["id"]),
            summary=data.get("summary", ""),
            company_name=data.get("company", {}).get("name"),
            company_id=str(data["company"]["id"]) if data.get("company") else None,
            board_name=data.get("board", {}).get("name"),
            board_id=data.get("board", {}).get("id"),
            status_name=data.get("status", {}).get("name"),
            status_id=data.get("status", {}).get("id"),
            priority_name=data.get("priority", {}).get("name"),
            priority_id=data.get("priority", {}).get("id"),
            closed=data.get("closedFlag", False),
        )