link-stack/apps/bridge-worker/tasks/formstack/create-ticket-from-form.ts

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;