437 lines
14 KiB
TypeScript
437 lines
14 KiB
TypeScript
|
import { createLogger } from "@link-stack/logger";
|
||
|
|
import { db } from "@link-stack/bridge-common";
|
||
|
|
import { Zammad, getUser, sanitizePhoneNumber } from "../../lib/zammad.js";
|
||
|
|
import {
|
||
|
|
loadFieldMapping,
|
||
|
|
getFieldValue,
|
||
|
|
getNestedFieldValue,
|
||
|
|
formatFieldValue,
|
||
|
|
buildTicketTitle,
|
||
|
|
getZammadFieldValues,
|
||
|
|
type FieldMappingConfig,
|
||
|
|
} from "../../lib/formstack-field-mapping.js";
|
||
|
|
|
||
|
|
const logger = createLogger("create-ticket-from-form");
|
||
|
|
|
||
|
|
export interface CreateTicketFromFormOptions {
|
||
|
|
formData: any;
|
||
|
|
receivedAt: string;
|
||
|
|
}
|
||
|
|
|
||
|
|
const createTicketFromFormTask = async (
|
||
|
|
options: CreateTicketFromFormOptions,
|
||
|
|
): Promise<void> => {
|
||
|
|
const { formData, receivedAt } = options;
|
||
|
|
|
||
|
|
// Load field mapping configuration
|
||
|
|
const mapping = loadFieldMapping();
|
||
|
|
|
||
|
|
// Log only non-PII metadata using configured field names
|
||
|
|
const formId = getFieldValue(formData, "formId", mapping);
|
||
|
|
const uniqueId = getFieldValue(formData, "uniqueId", mapping);
|
||
|
|
|
||
|
|
logger.info(
|
||
|
|
{
|
||
|
|
formId,
|
||
|
|
uniqueId,
|
||
|
|
receivedAt,
|
||
|
|
fieldCount: Object.keys(formData).length,
|
||
|
|
},
|
||
|
|
"Processing Formstack form submission",
|
||
|
|
);
|
||
|
|
|
||
|
|
// Extract fields using dynamic mapping
|
||
|
|
const nameField = getFieldValue(formData, "name", mapping);
|
||
|
|
const firstName = mapping.nestedFields?.name?.firstNamePath
|
||
|
|
? getNestedFieldValue(nameField, mapping.nestedFields.name.firstNamePath) || ""
|
||
|
|
: "";
|
||
|
|
const lastName = mapping.nestedFields?.name?.lastNamePath
|
||
|
|
? getNestedFieldValue(nameField, mapping.nestedFields.name.lastNamePath) || ""
|
||
|
|
: "";
|
||
|
|
const fullName =
|
||
|
|
firstName && lastName
|
||
|
|
? `${firstName} ${lastName}`.trim()
|
||
|
|
: firstName || lastName || "Unknown";
|
||
|
|
|
||
|
|
// Extract well-known fields used for special logic (all optional)
|
||
|
|
const email = getFieldValue(formData, "email", mapping);
|
||
|
|
const rawPhone = getFieldValue(formData, "phone", mapping);
|
||
|
|
const rawSignalAccount = getFieldValue(formData, "signalAccount", mapping);
|
||
|
|
const organization = getFieldValue(formData, "organization", mapping);
|
||
|
|
const typeOfSupport = getFieldValue(formData, "typeOfSupport", mapping);
|
||
|
|
const descriptionOfIssue = getFieldValue(formData, "descriptionOfIssue", mapping);
|
||
|
|
|
||
|
|
// Sanitize phone numbers to E.164 format (+15554446666)
|
||
|
|
let phone: string | undefined;
|
||
|
|
if (rawPhone) {
|
||
|
|
try {
|
||
|
|
phone = sanitizePhoneNumber(rawPhone);
|
||
|
|
logger.info({ rawPhone, sanitized: phone }, "Sanitized phone number");
|
||
|
|
} catch (error: any) {
|
||
|
|
logger.warn({ rawPhone, error: error.message }, "Invalid phone number format, ignoring");
|
||
|
|
phone = undefined;
|
||
|
|
}
|
||
|
|
}
|
||
|
|
|
||
|
|
let signalAccount: string | undefined;
|
||
|
|
if (rawSignalAccount) {
|
||
|
|
try {
|
||
|
|
signalAccount = sanitizePhoneNumber(rawSignalAccount);
|
||
|
|
logger.info({ rawSignalAccount, sanitized: signalAccount }, "Sanitized signal account");
|
||
|
|
} catch (error: any) {
|
||
|
|
logger.warn({ rawSignalAccount, error: error.message }, "Invalid signal account format, ignoring");
|
||
|
|
signalAccount = undefined;
|
||
|
|
}
|
||
|
|
}
|
||
|
|
|
||
|
|
// Validate that at least one contact method is provided
|
||
|
|
if (!email && !phone && !signalAccount) {
|
||
|
|
logger.error(
|
||
|
|
{ formId, uniqueId },
|
||
|
|
"No contact information provided - at least one of email, phone, or signalAccount is required",
|
||
|
|
);
|
||
|
|
throw new Error(
|
||
|
|
"At least one contact method (email, phone, or signalAccount) is required for ticket creation",
|
||
|
|
);
|
||
|
|
}
|
||
|
|
|
||
|
|
// Build ticket title using configured template
|
||
|
|
// Pass all potentially used fields - the template determines which are actually used
|
||
|
|
const title = buildTicketTitle(mapping, {
|
||
|
|
name: fullName,
|
||
|
|
organization: formatFieldValue(organization),
|
||
|
|
typeOfSupport: formatFieldValue(typeOfSupport),
|
||
|
|
});
|
||
|
|
|
||
|
|
// Build article body - format all fields as HTML
|
||
|
|
const formatAllFields = (data: any): string => {
|
||
|
|
let html = "";
|
||
|
|
|
||
|
|
// Add formatted name field first if we have it
|
||
|
|
if (fullName && fullName !== "Unknown") {
|
||
|
|
html += `<strong>Name:</strong><br>${fullName}<br>`;
|
||
|
|
}
|
||
|
|
|
||
|
|
for (const [key, value] of Object.entries(data)) {
|
||
|
|
// Skip metadata fields and name field (we already formatted it above)
|
||
|
|
const skipFields = [
|
||
|
|
mapping.sourceFields.formId,
|
||
|
|
mapping.sourceFields.uniqueId,
|
||
|
|
mapping.sourceFields.name, // Skip raw name field
|
||
|
|
"HandshakeKey",
|
||
|
|
].filter(Boolean);
|
||
|
|
|
||
|
|
if (skipFields.includes(key)) continue;
|
||
|
|
if (value === null || value === undefined || value === "") continue;
|
||
|
|
|
||
|
|
const displayValue = Array.isArray(value)
|
||
|
|
? value.join(", ")
|
||
|
|
: typeof value === "object"
|
||
|
|
? JSON.stringify(value)
|
||
|
|
: value;
|
||
|
|
html += `<strong>${key}:</strong><br>${displayValue}<br>`;
|
||
|
|
}
|
||
|
|
return html;
|
||
|
|
};
|
||
|
|
|
||
|
|
const body = formatAllFields(formData);
|
||
|
|
|
||
|
|
// Get Zammad configuration from environment
|
||
|
|
const zammadUrl = process.env.ZAMMAD_URL || "http://zammad-nginx:8080";
|
||
|
|
const zammadToken = process.env.ZAMMAD_API_TOKEN;
|
||
|
|
|
||
|
|
if (!zammadToken) {
|
||
|
|
logger.error("ZAMMAD_API_TOKEN environment variable is not configured");
|
||
|
|
throw new Error("ZAMMAD_API_TOKEN is required");
|
||
|
|
}
|
||
|
|
|
||
|
|
const zammad = Zammad({ token: zammadToken }, zammadUrl);
|
||
|
|
|
||
|
|
try {
|
||
|
|
// Look up the configured article type
|
||
|
|
let articleTypeId: number | undefined;
|
||
|
|
try {
|
||
|
|
const articleTypes = await zammad.get("ticket_article_types");
|
||
|
|
const configuredType = articleTypes.find(
|
||
|
|
(t: any) => t.name === mapping.ticket.defaultArticleType,
|
||
|
|
);
|
||
|
|
articleTypeId = configuredType?.id;
|
||
|
|
if (articleTypeId) {
|
||
|
|
logger.info(
|
||
|
|
{ articleTypeId, typeName: mapping.ticket.defaultArticleType },
|
||
|
|
"Found configured article type",
|
||
|
|
);
|
||
|
|
} else {
|
||
|
|
logger.warn(
|
||
|
|
{ typeName: mapping.ticket.defaultArticleType },
|
||
|
|
"Configured article type not found, ticket will use default type",
|
||
|
|
);
|
||
|
|
}
|
||
|
|
} catch (error: any) {
|
||
|
|
logger.warn({ error: error.message }, "Failed to look up article type");
|
||
|
|
}
|
||
|
|
|
||
|
|
// Get or create user
|
||
|
|
// Try to find existing user by: phone -> email
|
||
|
|
// Note: We can't search by Signal account since Signal group IDs aren't phone numbers
|
||
|
|
let customer;
|
||
|
|
|
||
|
|
// Try phone if provided
|
||
|
|
if (phone) {
|
||
|
|
customer = await getUser(zammad, phone);
|
||
|
|
if (customer) {
|
||
|
|
logger.info(
|
||
|
|
{ customerId: customer.id, method: "phone" },
|
||
|
|
"Found existing user by phone",
|
||
|
|
);
|
||
|
|
}
|
||
|
|
}
|
||
|
|
|
||
|
|
// Fall back to email if no customer found yet
|
||
|
|
if (!customer && email) {
|
||
|
|
// Validate email format before using in search
|
||
|
|
const emailRegex = /^[a-zA-Z0-9._%+-]+@[a-zA-Z0-9.-]+\.[a-zA-Z]{2,}$/;
|
||
|
|
if (emailRegex.test(email)) {
|
||
|
|
const emailResults = await zammad.user.search(`email:${email}`);
|
||
|
|
if (emailResults.length > 0) {
|
||
|
|
customer = emailResults[0];
|
||
|
|
logger.info(
|
||
|
|
{ customerId: customer.id, method: "email" },
|
||
|
|
"Found existing user by email",
|
||
|
|
);
|
||
|
|
}
|
||
|
|
} else {
|
||
|
|
logger.warn({ email }, "Invalid email format provided, skipping email search");
|
||
|
|
}
|
||
|
|
}
|
||
|
|
|
||
|
|
if (!customer) {
|
||
|
|
// Create new user
|
||
|
|
logger.info("Creating new user from form submission");
|
||
|
|
|
||
|
|
// Build user data with whatever contact info we have
|
||
|
|
const userData: any = {
|
||
|
|
firstname: firstName,
|
||
|
|
lastname: lastName,
|
||
|
|
roles: ["Customer"],
|
||
|
|
};
|
||
|
|
|
||
|
|
// Add contact info only if provided
|
||
|
|
if (email) {
|
||
|
|
userData.email = email;
|
||
|
|
}
|
||
|
|
|
||
|
|
// Use phone number if provided (don't use Signal group ID as phone)
|
||
|
|
if (phone) {
|
||
|
|
userData.phone = phone;
|
||
|
|
}
|
||
|
|
|
||
|
|
customer = await zammad.user.create(userData);
|
||
|
|
}
|
||
|
|
|
||
|
|
logger.info(
|
||
|
|
{
|
||
|
|
customerId: customer.id,
|
||
|
|
email: customer.email,
|
||
|
|
},
|
||
|
|
"Using customer for ticket",
|
||
|
|
);
|
||
|
|
|
||
|
|
// Look up the configured group
|
||
|
|
const groups = await zammad.get("groups");
|
||
|
|
const targetGroup = groups.find((g: any) => g.name === mapping.ticket.group);
|
||
|
|
|
||
|
|
if (!targetGroup) {
|
||
|
|
logger.error({ groupName: mapping.ticket.group }, "Configured group not found");
|
||
|
|
throw new Error(`Zammad group "${mapping.ticket.group}" not found`);
|
||
|
|
}
|
||
|
|
|
||
|
|
logger.info(
|
||
|
|
{ groupId: targetGroup.id, groupName: targetGroup.name },
|
||
|
|
"Using configured group",
|
||
|
|
);
|
||
|
|
|
||
|
|
// Build custom fields using Zammad field mapping
|
||
|
|
// This dynamically maps all configured fields without hardcoding
|
||
|
|
const customFields = getZammadFieldValues(formData, mapping);
|
||
|
|
|
||
|
|
// Check if this is a Signal ticket
|
||
|
|
let signalArticleType = null;
|
||
|
|
let signalChannelId = null;
|
||
|
|
let signalBotToken = null;
|
||
|
|
|
||
|
|
if (signalAccount) {
|
||
|
|
try {
|
||
|
|
logger.info({ signalAccount }, "Looking up Signal channel and article type");
|
||
|
|
|
||
|
|
// Look up Signal channels from Zammad (admin-only endpoint)
|
||
|
|
// Note: bot_token is NOT included in this response for security reasons
|
||
|
|
const channels = await zammad.get("cdr_signal_channels");
|
||
|
|
if (channels.length > 0) {
|
||
|
|
const zammadChannel = channels[0]; // Use first active Signal channel
|
||
|
|
signalChannelId = zammadChannel.id;
|
||
|
|
|
||
|
|
logger.info(
|
||
|
|
{
|
||
|
|
channelId: zammadChannel.id,
|
||
|
|
phoneNumber: zammadChannel.phone_number,
|
||
|
|
},
|
||
|
|
"Found active Signal channel from Zammad",
|
||
|
|
);
|
||
|
|
|
||
|
|
// Look up the bot_token from our own cdr database using the phone number
|
||
|
|
const signalBot = await db
|
||
|
|
.selectFrom("SignalBot")
|
||
|
|
.selectAll()
|
||
|
|
.where("phoneNumber", "=", zammadChannel.phone_number)
|
||
|
|
.executeTakeFirst();
|
||
|
|
|
||
|
|
if (signalBot) {
|
||
|
|
signalBotToken = signalBot.token;
|
||
|
|
logger.info(
|
||
|
|
{ botId: signalBot.id, phoneNumber: signalBot.phoneNumber },
|
||
|
|
"Found Signal bot token from cdr database",
|
||
|
|
);
|
||
|
|
} else {
|
||
|
|
logger.warn(
|
||
|
|
{ phoneNumber: zammadChannel.phone_number },
|
||
|
|
"Signal bot not found in cdr database",
|
||
|
|
);
|
||
|
|
}
|
||
|
|
} else {
|
||
|
|
logger.warn("No active Signal channels found");
|
||
|
|
}
|
||
|
|
|
||
|
|
// Look up cdr_signal article type
|
||
|
|
const articleTypes = await zammad.get("ticket_article_types");
|
||
|
|
signalArticleType = articleTypes.find((t: any) => t.name === "cdr_signal");
|
||
|
|
|
||
|
|
if (!signalArticleType) {
|
||
|
|
logger.warn("Signal article type (cdr_signal) not found, using default type");
|
||
|
|
} else {
|
||
|
|
logger.info(
|
||
|
|
{ articleTypeId: signalArticleType.id },
|
||
|
|
"Found Signal article type",
|
||
|
|
);
|
||
|
|
}
|
||
|
|
} catch (error: any) {
|
||
|
|
logger.warn(
|
||
|
|
{ error: error.message },
|
||
|
|
"Failed to look up Signal article type, creating regular ticket",
|
||
|
|
);
|
||
|
|
}
|
||
|
|
}
|
||
|
|
|
||
|
|
// Create the ticket
|
||
|
|
const articleData: any = {
|
||
|
|
subject: descriptionOfIssue || "Support Request",
|
||
|
|
body,
|
||
|
|
content_type: "text/html",
|
||
|
|
internal: false,
|
||
|
|
};
|
||
|
|
|
||
|
|
// Use Signal article type if available, otherwise use configured default
|
||
|
|
if (signalArticleType) {
|
||
|
|
articleData.type_id = signalArticleType.id;
|
||
|
|
logger.info({ typeId: signalArticleType.id }, "Using Signal article type");
|
||
|
|
|
||
|
|
// IMPORTANT: Set sender to "Customer" for Signal tickets created from Formstack
|
||
|
|
// This prevents the article from being echoed back to the user via Signal
|
||
|
|
// (enqueue_communicate_cdr_signal_job only sends if sender != 'Customer')
|
||
|
|
articleData.sender = "Customer";
|
||
|
|
} else if (articleTypeId) {
|
||
|
|
articleData.type_id = articleTypeId;
|
||
|
|
}
|
||
|
|
|
||
|
|
const ticketData: any = {
|
||
|
|
title,
|
||
|
|
group_id: targetGroup.id,
|
||
|
|
customer_id: customer.id,
|
||
|
|
article: articleData,
|
||
|
|
...customFields,
|
||
|
|
};
|
||
|
|
|
||
|
|
// Add Signal preferences if we have Signal channel and article type
|
||
|
|
// Note: signalAccount from Formstack is the phone number the user typed in
|
||
|
|
// Groups are added later via update_group webhook from bridge-worker
|
||
|
|
if (signalChannelId && signalBotToken && signalArticleType && signalAccount) {
|
||
|
|
ticketData.preferences = {
|
||
|
|
channel_id: signalChannelId,
|
||
|
|
cdr_signal: {
|
||
|
|
bot_token: signalBotToken,
|
||
|
|
chat_id: signalAccount, // Use Signal phone number as chat_id
|
||
|
|
},
|
||
|
|
};
|
||
|
|
|
||
|
|
logger.info(
|
||
|
|
{
|
||
|
|
channelId: signalChannelId,
|
||
|
|
chatId: signalAccount,
|
||
|
|
},
|
||
|
|
"Adding Signal preferences to ticket",
|
||
|
|
);
|
||
|
|
}
|
||
|
|
|
||
|
|
logger.info(
|
||
|
|
{
|
||
|
|
title,
|
||
|
|
groupId: targetGroup.id,
|
||
|
|
customerId: customer.id,
|
||
|
|
hasArticleType: !!articleTypeId || !!signalArticleType,
|
||
|
|
isSignalTicket: !!signalArticleType && !!signalAccount,
|
||
|
|
customFieldCount: Object.keys(customFields).length,
|
||
|
|
},
|
||
|
|
"Creating ticket",
|
||
|
|
);
|
||
|
|
|
||
|
|
const ticket = await zammad.ticket.create(ticketData);
|
||
|
|
|
||
|
|
// Set create_article_type_id for Signal tickets to enable proper replies
|
||
|
|
if (signalArticleType && signalChannelId) {
|
||
|
|
try {
|
||
|
|
await zammad.ticket.update(ticket.id, {
|
||
|
|
create_article_type_id: signalArticleType.id,
|
||
|
|
});
|
||
|
|
logger.info(
|
||
|
|
{
|
||
|
|
ticketId: ticket.id,
|
||
|
|
articleTypeId: signalArticleType.id,
|
||
|
|
},
|
||
|
|
"Set create_article_type_id for Signal ticket",
|
||
|
|
);
|
||
|
|
} catch (error: any) {
|
||
|
|
logger.warn(
|
||
|
|
{
|
||
|
|
error: error.message,
|
||
|
|
ticketId: ticket.id,
|
||
|
|
},
|
||
|
|
"Failed to set create_article_type_id, ticket may not support Signal replies",
|
||
|
|
);
|
||
|
|
}
|
||
|
|
}
|
||
|
|
|
||
|
|
logger.info(
|
||
|
|
{
|
||
|
|
ticketId: ticket.id,
|
||
|
|
ticketNumber: ticket.id,
|
||
|
|
title,
|
||
|
|
isSignalTicket: !!signalChannelId,
|
||
|
|
},
|
||
|
|
"Successfully created ticket from Formstack submission",
|
||
|
|
);
|
||
|
|
} catch (error: any) {
|
||
|
|
logger.error(
|
||
|
|
{
|
||
|
|
error: error.message,
|
||
|
|
stack: error.stack,
|
||
|
|
formId,
|
||
|
|
uniqueId,
|
||
|
|
},
|
||
|
|
"Failed to create ticket from Formstack submission",
|
||
|
|
);
|
||
|
|
throw error;
|
||
|
|
}
|
||
|
|
};
|
||
|
|
|
||
|
|
export default createTicketFromFormTask;
|