from datetime import timedelta from django.db.models import Q from django.utils import timezone from rest_framework.parsers import FormParser, JSONParser, MultiPartParser from rest_framework import permissions, status from rest_framework.response import Response from rest_framework.views import APIView from apps.accounts.models import User from apps.support.models import SupportTicket, SupportTicketAttachment, SupportTicketMessage from apps.support.services import apply_sla_and_escalation, notify_ticket_event from apps.support.serializers import SupportTicketDetailSerializer, SupportTicketListSerializer MAX_ATTACHMENT_SIZE_BYTES = 10 * 1024 * 1024 def _collect_attachments(request): files = list(request.FILES.getlist("attachments")) if not files and request.FILES.get("attachment"): files = [request.FILES.get("attachment")] return [f for f in files if f is not None] def _validate_attachments(files): for file_obj in files: if getattr(file_obj, "size", 0) > MAX_ATTACHMENT_SIZE_BYTES: return f"Attachment {getattr(file_obj, 'name', 'file')} exceeds 10MB." return None def _create_attachments(ticket, message, files, uploader): for file_obj in files: SupportTicketAttachment.objects.create( ticket=ticket, message=message, uploaded_by=uploader, file=file_obj, file_name=getattr(file_obj, "name", "attachment"), content_type=getattr(file_obj, "content_type", "") or "", file_size=int(getattr(file_obj, "size", 0) or 0), ) class AdminSupportTicketListView(APIView): permission_classes = [permissions.IsAdminUser] def get(self, request): page_raw = request.query_params.get("page", "1") page_size_raw = request.query_params.get("page_size", "20") status_filter = (request.query_params.get("status") or "").strip().lower() priority_filter = (request.query_params.get("priority") or "").strip().lower() category_filter = (request.query_params.get("category") or "").strip().lower() assigned_to_filter = (request.query_params.get("assigned_to") or "").strip() search_term = (request.query_params.get("q") or "").strip() try: page = max(1, int(page_raw)) except Exception: page = 1 try: page_size = max(1, min(100, int(page_size_raw))) except Exception: page_size = 20 qs = SupportTicket.objects.filter(is_active=True).select_related("user", "assigned_to").order_by("-updated_at") if status_filter: qs = qs.filter(status=status_filter) if priority_filter: qs = qs.filter(priority=priority_filter) if category_filter: qs = qs.filter(category=category_filter) if assigned_to_filter: if assigned_to_filter == "unassigned": qs = qs.filter(assigned_to__isnull=True) else: qs = qs.filter(assigned_to_id=assigned_to_filter) if search_term: qs = qs.filter( Q(ticket_number__icontains=search_term) | Q(subject__icontains=search_term) | Q(user__mobile__icontains=search_term) | Q(user__email__icontains=search_term) ) for ticket in qs[:150]: changed = apply_sla_and_escalation(ticket) if changed: ticket.save(update_fields=[*changed, "updated_at"]) if ticket.escalation_level > 0: notify_ticket_event(ticket=ticket, actor=request.user, event_type="escalated", include_admins=True) start = (page - 1) * page_size end = start + page_size page_qs = qs[start:end] data = SupportTicketListSerializer(page_qs, many=True).data return Response( { "results": data, "count": qs.count(), "page": page, "page_size": page_size, }, status=status.HTTP_200_OK, ) class AdminSupportTicketDetailView(APIView): permission_classes = [permissions.IsAdminUser] def get(self, request, ticket_id): ticket = SupportTicket.objects.filter(id=ticket_id, is_active=True).select_related("user", "assigned_to").first() if not ticket: return Response({"detail": "Not found"}, status=status.HTTP_404_NOT_FOUND) changed = apply_sla_and_escalation(ticket) if changed: ticket.save(update_fields=[*changed, "updated_at"]) if ticket.escalation_level > 0: notify_ticket_event(ticket=ticket, actor=request.user, event_type="escalated", include_admins=True) data = SupportTicketDetailSerializer(ticket, context={"request": request, "show_internal": True}).data return Response(data, status=status.HTTP_200_OK) class AdminSupportTicketReplyView(APIView): permission_classes = [permissions.IsAdminUser] parser_classes = [JSONParser, MultiPartParser, FormParser] def post(self, request, ticket_id): ticket = SupportTicket.objects.filter(id=ticket_id, is_active=True).first() if not ticket: return Response({"detail": "Not found"}, status=status.HTTP_404_NOT_FOUND) message = (request.data.get("message") or "").strip() if not message: return Response({"detail": "message is required."}, status=status.HTTP_400_BAD_REQUEST) files = _collect_attachments(request) attachment_error = _validate_attachments(files) if attachment_error: return Response({"detail": attachment_error}, status=status.HTTP_400_BAD_REQUEST) is_internal = bool(request.data.get("is_internal", False)) now = timezone.now() message_obj = SupportTicketMessage.objects.create( ticket=ticket, sender=request.user, message=message, is_internal=is_internal, ) _create_attachments(ticket, message_obj, files, request.user) update_fields = ["updated_at"] if not is_internal: if ticket.status == "open": ticket.status = "in_progress" update_fields.append("status") if not ticket.first_response_at: ticket.first_response_at = now update_fields.append("first_response_at") ticket.last_admin_reply_at = now update_fields.append("last_admin_reply_at") changed = apply_sla_and_escalation(ticket, now=now) for field in changed: if field not in update_fields: update_fields.append(field) ticket.save(update_fields=update_fields) if not is_internal: notify_ticket_event(ticket=ticket, actor=request.user, event_type="admin_reply") if changed and ticket.escalation_level > 0: notify_ticket_event(ticket=ticket, actor=request.user, event_type="escalated", include_admins=True) data = SupportTicketDetailSerializer(ticket, context={"request": request, "show_internal": True}).data return Response({"success": True, "data": data}, status=status.HTTP_200_OK) class AdminSupportTicketStatusUpdateView(APIView): permission_classes = [permissions.IsAdminUser] def post(self, request, ticket_id): ticket = SupportTicket.objects.filter(id=ticket_id, is_active=True).first() if not ticket: return Response({"detail": "Not found"}, status=status.HTTP_404_NOT_FOUND) next_status = (request.data.get("status") or "").strip().lower() valid_statuses = {s[0] for s in SupportTicket.STATUS_CHOICES} if next_status not in valid_statuses: return Response({"detail": "invalid status."}, status=status.HTTP_400_BAD_REQUEST) now = timezone.now() ticket.status = next_status if next_status == "resolved": ticket.resolved_at = now if not ticket.first_response_at: ticket.first_response_at = now elif next_status == "closed": ticket.closed_at = now if not ticket.first_response_at: ticket.first_response_at = now else: ticket.closed_at = None if next_status == "open": ticket.resolved_at = None ticket.save(update_fields=["status", "resolved_at", "closed_at", "first_response_at", "updated_at"]) notify_ticket_event(ticket=ticket, actor=request.user, event_type="status_changed") data = SupportTicketDetailSerializer(ticket, context={"request": request, "show_internal": True}).data return Response({"success": True, "data": data}, status=status.HTTP_200_OK) class AdminSupportTicketAssignView(APIView): permission_classes = [permissions.IsAdminUser] def post(self, request, ticket_id): ticket = SupportTicket.objects.filter(id=ticket_id, is_active=True).first() if not ticket: return Response({"detail": "Not found"}, status=status.HTTP_404_NOT_FOUND) assigned_to_id = request.data.get("assigned_to_id") if not assigned_to_id: ticket.assigned_to = None ticket.save(update_fields=["assigned_to", "updated_at"]) notify_ticket_event(ticket=ticket, actor=request.user, event_type="assigned") data = SupportTicketDetailSerializer(ticket, context={"request": request, "show_internal": True}).data return Response({"success": True, "data": data}, status=status.HTTP_200_OK) assignee = User.objects.filter(id=assigned_to_id, is_active=True).first() if not assignee: return Response({"detail": "assignee not found."}, status=status.HTTP_400_BAD_REQUEST) ticket.assigned_to = assignee ticket.save(update_fields=["assigned_to", "updated_at"]) notify_ticket_event(ticket=ticket, actor=request.user, event_type="assigned") data = SupportTicketDetailSerializer(ticket, context={"request": request, "show_internal": True}).data return Response({"success": True, "data": data}, status=status.HTTP_200_OK) class AdminSupportTicketMetricsView(APIView): permission_classes = [permissions.IsAdminUser] def get(self, request): now = timezone.now() overdue_cutoff = now - timedelta(hours=24) qs = SupportTicket.objects.filter(is_active=True) first_response_samples = list( qs.filter(first_response_at__isnull=False) .values_list("created_at", "first_response_at")[:300] ) avg_first_response_minutes = 0 if first_response_samples: total_minutes = 0 for created_at, first_response_at in first_response_samples: total_minutes += max(0, int((first_response_at - created_at).total_seconds() // 60)) avg_first_response_minutes = round(total_minutes / len(first_response_samples), 2) return Response( { "open": qs.filter(status="open").count(), "in_progress": qs.filter(status="in_progress").count(), "resolved": qs.filter(status="resolved").count(), "closed": qs.filter(status="closed").count(), "unassigned_open": qs.filter(Q(status="open") | Q(status="in_progress"), assigned_to__isnull=True).count(), "overdue_open": qs.filter(Q(status="open") | Q(status="in_progress"), created_at__lte=overdue_cutoff, first_response_at__isnull=True).count(), "resolved_7d": qs.filter(status="resolved", resolved_at__gte=now - timedelta(days=7)).count(), "closed_30d": qs.filter(status="closed", closed_at__gte=now - timedelta(days=30)).count(), "avg_first_response_minutes": avg_first_response_minutes, "sla_breached": qs.filter(sla_breached_at__isnull=False, status__in=["open", "in_progress"]).count(), "escalated": qs.filter(escalation_level__gt=0, status__in=["open", "in_progress"]).count(), "near_due": qs.filter( status__in=["open", "in_progress"], resolution_due_at__isnull=False, resolution_due_at__lte=now + timedelta(hours=4), resolution_due_at__gte=now, ).count(), }, status=status.HTTP_200_OK, )