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";
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 phone = getFieldValue(formData, 'phone', mapping);
  const signalAccount = getFieldValue(formData, 'signalAccount', mapping);
  const organization = getFieldValue(formData, 'organization', mapping);
  const typeOfSupport = getFieldValue(formData, 'typeOfSupport', mapping);
  const descriptionOfIssue = getFieldValue(formData, 'descriptionOfIssue', mapping);

  // 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: signalAccount -> phone -> email
    let customer;

    // Try Signal account first if provided
    if (signalAccount) {
      customer = await getUser(zammad, signalAccount);
      if (customer) {
        logger.info({ customerId: customer.id, method: 'signal' }, 'Found existing user by Signal account');
      }
    }

    // Fall back to phone if no customer found yet
    if (!customer && 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;
      }

      const userPhone = signalAccount || phone;
      if (userPhone) {
        userData.phone = userPhone;
      }

      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);

    // Create the ticket
    const articleData: any = {
      subject: descriptionOfIssue || 'Support Request',
      body,
      content_type: 'text/html',
      internal: false,
    };

    if (articleTypeId) {
      articleData.type_id = articleTypeId;
    }

    const ticketData = {
      title,
      group_id: targetGroup.id,
      customer_id: customer.id,
      article: articleData,
      ...customFields,
    };

    logger.info({
      title,
      groupId: targetGroup.id,
      customerId: customer.id,
      hasArticleType: !!articleTypeId,
      customFieldCount: Object.keys(customFields).length,
    }, 'Creating ticket');

    const ticket = await zammad.ticket.create(ticketData);

    logger.info({
      ticketId: ticket.id,
      ticketNumber: ticket.id,
      title,
    }, '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;