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

import { createLogger } from "@link-stack/logger";
import { Zammad, getOrCreateUser } 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';

  // Build address string
  let addressString = '';
  if (address) {
    const parts = [
      address.address,
      address.city,
      address.state,
      address.zip,
    ].filter(Boolean);
    addressString = parts.join(', ');
  }

  // Build ticket title
  const title = `Help Request: ${type_of_help_requested || 'General'} - ${fullName}`;

  // Build ticket body with all form information
  const body = `<h3>Contact Information</h3>
    <ul>
      <li><strong>Name:</strong> ${fullName}</li>
      ${email_address ? `<li><strong>Email:</strong> ${email_address}</li>` : ''}
      ${phone_number ? `<li><strong>Phone:</strong> ${phone_number}</li>` : ''}
      ${signal_number ? `<li><strong>Signal Number:</strong> ${signal_number}</li>` : ''}
      ${addressString ? `<li><strong>Address:</strong> ${addressString}</li>` : ''}
    </ul>

    <h3>Request Details</h3>
    <ul>
      ${type_of_help_requested ? `<li><strong>Type of Help:</strong> ${type_of_help_requested}</li>` : ''}
      ${type_of_organization ? `<li><strong>Organization Type:</strong> ${type_of_organization}</li>` : ''}
      ${urgency_level ? `<li><strong>Urgency Level:</strong> ${urgency_level}</li>` : ''}
      ${preferred_contact_method ? `<li><strong>Preferred Contact Method:</strong> ${preferred_contact_method}</li>` : ''}
      ${available_times_for_contact ? `<li><strong>Available Times:</strong> ${available_times_for_contact}</li>` : ''}
      ${preferred_language ? `<li><strong>Preferred Language:</strong> ${preferred_language}</li>` : ''}
    </ul>

    ${description_of_issue ? `<h3>Description of Issue</h3><p>${description_of_issue}</p>` : ''}

    ${how_did_you_hear_about_us ? `<p><strong>How they heard about us:</strong> ${how_did_you_hear_about_us}</p>` : ''}

    <hr>
    <p><em>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 phone number, Signal number, or email
    let customer;
    const contactInfo = signal_number || phone_number || email_address;

    if (contactInfo) {
      customer = await getOrCreateUser(zammad, contactInfo);
    } else {
      // Create user with just the name if no contact info
      customer = await zammad.user.create({
        firstname: name?.first,
        lastname: name?.last,
        note: `User created from Formstack submission ${UniqueID}`,
      });
    }

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

    // Create the ticket
    const ticket = await zammad.ticket.create({
      title,
      group: "Users", // Default group - you may want to make this configurable
      note: `This ticket was created automatically from Formstack form ${FormID}.`,
      customer_id: customer.id,
      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;