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

import { createLogger } from "@link-stack/logger";
import { Zammad, getUser } from "../../lib/zammad.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;

  logger.info({
    formData,
    receivedAt,
    formDataKeys: Object.keys(formData),
  }, 'Processing Formstack form submission');

  // Extract data from Formstack payload
  const {
    FormID,
    UniqueID,
    name,
    signal_number,
    type_of_help_requested,
    type_of_organization,
    urgency_level,
    email_address,
    phone_number,
    address,
    description_of_issue,
    preferred_contact_method,
    available_times_for_contact,
    how_did_you_hear_about_us,
    preferred_language,
  } = formData;

  // Build full name
  const fullName = name
    ? `${name.first || ''} ${name.last || ''}`.trim()
    : 'Unknown';

  // Get organization name from form data
  const organizationName = type_of_organization || '';

  // Build ticket title - matching ngo-isac-uploader pattern
  let title = fullName;
  if (organizationName) {
    title += ` - ${organizationName}`;
  }
  if (type_of_help_requested) {
    title += ` - ${type_of_help_requested}`;
  }

  // Build article body - only description and metadata
  // All other fields go into custom Zammad ticket fields
  const body = description_of_issue
    ? `<p>${description_of_issue}</p>

    <hr>
    <p><em>Submitted via Formstack | Form ID: ${FormID} | Submission ID: ${UniqueID} | Received: ${receivedAt}</em></p>`
    : `<p><em>No description provided</em></p>

    <hr>
    <p><em>Submitted via Formstack | Form ID: ${FormID} | Submission ID: ${UniqueID} | Received: ${receivedAt}</em></p>`;

  // 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 {
    // Get or create user based on contact info
    // Priority: signal_number > phone_number > email_address
    let customer;

    // Try to find existing user by phone or email
    if (signal_number || phone_number) {
      const phoneToSearch = signal_number || phone_number;
      customer = await getUser(zammad, phoneToSearch);
      if (customer) {
        logger.info({ customerId: customer.id, method: 'phone' }, 'Found existing user by phone');
      }
    }

    if (!customer && email_address) {
      // Search by email if phone search didn't work
      const emailResults = await zammad.user.search(`email:${email_address}`);
      if (emailResults.length > 0) {
        customer = emailResults[0];
        logger.info({ customerId: customer.id, method: 'email' }, 'Found existing user by email');
      }
    }

    if (!customer) {
      // Create new user with all available contact information
      logger.info('Creating new user from form submission');
      customer = await zammad.user.create({
        firstname: name?.first || '',
        lastname: name?.last || '',
        email: email_address || `${UniqueID}@formstack.local`,
        phone: signal_number || phone_number || '',
        note: `User created from Formstack submission ${UniqueID}`,
      });
    }

    logger.info({
      customerId: customer.id,
      customerEmail: customer.email,
      customerPhone: customer.phone,
    }, 'Customer identified/created');

    // Build address parts
    const streetAddress = address?.address || '';
    const cityValue = address?.city || '';
    const stateValue = address?.state || '';
    const zipValue = address?.zip || '';

    // Create the ticket with custom fields mapped to Zammad attributes
    // Following the pattern from ngo-isac-uploader where all form data
    // goes into structured fields rather than HTML body
    const ticket = await zammad.ticket.create({
      title,
      group: "Users", // Default group - you may want to make this configurable
      customer_id: customer.id,

      // Custom fields - these will be populated in Zammad's ticket attributes
      // NOTE: 'organization', 'formstack_form_id', 'formstack_submission_id'
      // fields could not be created due to naming conflicts, so metadata
      // is included in the ticket body instead
      signal_number: signal_number || undefined,
      type_of_help_requested: type_of_help_requested || undefined,
      type_of_organization: type_of_organization || undefined,
      urgency_level: urgency_level || undefined,
      city: cityValue || undefined,
      us_state: stateValue || undefined,
      zip_code: zipValue || undefined,
      street_address: streetAddress || undefined,
      preferred_contact_method: preferred_contact_method || undefined,
      available_times: available_times_for_contact || undefined,
      where_heard: how_did_you_hear_about_us || undefined,
      preferred_language: preferred_language || undefined,

      // Article with just the description
      article: {
        body,
        subject: title,
        content_type: "text/html",
        type: "note",
      },
    });

    logger.info({
      ticketId: ticket.id,
      customerId: customer.id,
      formId: FormID,
      submissionId: UniqueID,
    }, 'Zammad ticket created successfully');

  } catch (error: any) {
    logger.error({
      error: error.message,
      stack: error.stack,
      output: error.output,
      formId: FormID,
      submissionId: UniqueID,
    }, 'Failed to create Zammad ticket');
    throw error;
  }
};

export default createTicketFromFormTask;