05/22 Enhance codes and fix bugs 3

app/routes/admin.py

@@ -425,10 +425,14 @@ def all_tickets():
             .distinct()
         )
 
-    tickets = q.order_by(Ticket.created_at.desc()).paginate(page=page, per_page=25)
+    tickets  = q.order_by(Ticket.created_at.desc()).paginate(page=page, per_page=25)
+    it_staff = User.query.filter(
+        User.role.in_([UserRole.IT_STAFF, UserRole.ADMIN]),
+        User.is_active == True
+    ).order_by(User.full_name).all()
     return render_template('admin/tickets.html', tickets=tickets,
                            status=status, priority=priority, assigned=assigned,
-                           search=search)
+                           search=search, it_staff=it_staff)
 
 
 @admin_bp.route('/tickets/<int:ticket_id>/delete', methods=['POST'])
@@ -993,11 +997,16 @@ def bulk_ticket_action():
         flash('No tickets selected.', 'warning')
         return redirect(url_for('admin.all_tickets'))
 
-    valid_actions = ('resolve', 'close', 'assign_me', 'unassign', 'delete')
+    valid_actions = ('resolve', 'close', 'assign_me', 'unassign', 'assign_to', 'delete')
     if action not in valid_actions:
         flash('Invalid action.', 'danger')
         return redirect(url_for('admin.all_tickets'))
 
+    assign_to_id = request.form.get('assign_to_id', type=int)
+    if action == 'assign_to' and not assign_to_id:
+        flash('Please select a staff member to assign to.', 'warning')
+        return redirect(url_for('admin.all_tickets'))
+
     # Bulk delete is admin-only
     if action == 'delete' and not current_user.is_admin:
         flash('Only administrators may delete tickets.', 'danger')
@@ -1071,6 +1080,15 @@ def bulk_ticket_action():
                                current_user.full_name, current_user.id)
             changed = True
 
+        elif action == 'assign_to' and ticket.assigned_to_id != assign_to_id:
+            target = db.session.get(User, assign_to_id)
+            if target:
+                ticket.assigned_to_id = assign_to_id
+                log_ticket_history(ticket, 'assigned_to',
+                                   old_assigned or 'Unassigned',
+                                   target.full_name, current_user.id)
+                changed = True
+
         elif action == 'unassign' and ticket.assigned_to_id is not None:
             ticket.assigned_to_id = None
             log_ticket_history(ticket, 'assigned_to',
@@ -1095,6 +1113,7 @@ def bulk_ticket_action():
         'resolve':   'resolved',
         'close':     'closed',
         'assign_me': 'assigned to you',
+        'assign_to': f'assigned to {db.session.get(User, assign_to_id).full_name if assign_to_id else "staff"}',
         'unassign':  'unassigned',
     }
     flash(f'{count} ticket{"s" if count != 1 else ""} {action_labels[action]}.', 'success')

app/routes/chatbot.py

@@ -4,7 +4,7 @@ import requests
 from flask import Blueprint, request, jsonify, current_app
 from flask_login import login_required, current_user
 from app import db, limiter
-from app.models import Ticket, TicketStatus, TicketPriority, TicketCategory
+from app.models import Ticket, TicketStatus, TicketPriority, TicketCategory, KnowledgeBase
 from app.services.notification_service import notify_new_ticket
 from app.services.log_service import log_action
 
@@ -35,7 +35,28 @@ _GROQ_API_URL = 'https://api.groq.com/openai/v1/chat/completions'
 _GROQ_MODEL   = 'llama-3.3-70b-versatile'
 
 
-def _call_groq(api_key, history, user_msg):
+def _search_kb(query, limit=3):
+    """Return up to `limit` published KB articles relevant to the user query.
+
+    Uses a simple keyword presence check against the title and tags columns.
+    This avoids full-text indexes and works across all MySQL configs.
+    """
+    import re
+    words = [w for w in re.split(r'\W+', query.lower()) if len(w) > 3]
+    if not words:
+        return []
+    articles = KnowledgeBase.query.filter_by(is_published=True).all()
+    scored = []
+    for art in articles:
+        haystack = (art.title + ' ' + (art.tags or '')).lower()
+        score = sum(1 for w in words if w in haystack)
+        if score:
+            scored.append((score, art))
+    scored.sort(key=lambda x: -x[0])
+    return [art for _, art in scored[:limit]]
+
+
+def _call_groq(api_key, history, user_msg, kb_context=''):
     """
     Call the Groq API (OpenAI-compatible) and return the assistant's reply text.
 
@@ -78,8 +99,12 @@ def _call_groq(api_key, history, user_msg):
         for msg in clean_history
     ]
 
+    system_content = _SYSTEM_PROMPT
+    if kb_context:
+        system_content += '\n\n' + kb_context
+
     messages = (
-        [{'role': 'system', 'content': _SYSTEM_PROMPT}]
+        [{'role': 'system', 'content': system_content}]
         + clean_history
         + [{'role': 'user', 'content': user_msg[:_MAX_MSG_CHARS]}]
     )
@@ -119,8 +144,19 @@ def chat():
             'ticket': None,
         })
 
+    # Inject relevant KB articles as context so the chatbot can reference
+    # self-help content before suggesting a ticket is needed.
+    kb_articles = _search_kb(user_msg)
+    kb_context = ''
+    if kb_articles:
+        lines = ['RELEVANT KNOWLEDGE BASE ARTICLES (reference these if applicable):']
+        base_url = current_app.config.get('APP_BASE_URL', '')
+        for art in kb_articles:
+            lines.append(f'- {art.title}: {base_url}/kb/{art.id}')
+        kb_context = '\n'.join(lines)
+
     try:
-        reply_text = _call_groq(api_key, history, user_msg)
+        reply_text = _call_groq(api_key, history, user_msg, kb_context=kb_context)
     except Exception as exc:
         logger.error(f'[CHATBOT API ERROR] {exc}')
         return jsonify({

app/routes/tickets.py

@@ -10,11 +10,12 @@ from app import db
 from app.models import (Ticket, Comment, Attachment, Notification,
                         TicketStatus, TicketPriority, TicketCategory,
                         User, UserRole, KnowledgeBase, TicketLink, CannedResponse,
-                        KBFeedback, TicketTemplate, TicketSatisfaction)
+                        KBFeedback, TicketTemplate, TicketSatisfaction,
+                        TicketWatcher, TimeEntry)
 from app.services.notification_service import (
     notify_new_ticket, notify_status_change,
     notify_comment_added, notify_assignment,
-    send_satisfaction_survey,
+    send_satisfaction_survey, notify_watchers,
 )
 from app.services.log_service import log_action, log_ticket_history
 from app.services.sla_service import clear_sla_notification
@@ -446,12 +447,21 @@ def ticket_detail(ticket_id):
             CannedResponse.category, CannedResponse.title
         ).all()
 
+    is_watching = TicketWatcher.query.filter_by(
+        ticket_id=ticket_id, user_id=current_user.id
+    ).first() is not None
+    total_minutes = sum(e.minutes for e in ticket.time_entries.all())
+
     return render_template('tickets/detail.html',
         ticket=ticket, comments=comments,
         it_staff=it_staff, history=history,
         statuses=_statuses(), priorities=_priorities(),
         linked_tickets=linked_tickets,
         canned_responses=canned_responses,
+        now=datetime.utcnow(),
+        is_watching=is_watching,
+        total_minutes=total_minutes,
+        time_entries=ticket.time_entries.order_by(TimeEntry.logged_at.desc()).limit(10).all(),
     )
 
 
@@ -538,6 +548,14 @@ def update_ticket(ticket_id):
         if new_status == TicketStatus.RESOLVED:
             send_satisfaction_survey(ticket)
 
+    if changes:
+        notify_watchers(
+            ticket,
+            event_title   = f'Ticket {ticket.ticket_number} updated',
+            event_message = '; '.join(changes),
+            exclude_user_id = current_user.id,
+        )
+
     if request.headers.get('X-Requested-With') == 'XMLHttpRequest':
         from flask import jsonify
         return jsonify({'ok': True, 'changes': changes,
@@ -976,6 +994,63 @@ def ticket_survey(token):
                            quick_rating=quick_rating)
 
 
+# ─── Ticket Watchers ─────────────────────────────────────────────────────────
+
+@tickets_bp.route('/tickets/<int:ticket_id>/watch', methods=['POST'])
+@login_required
+def watch_ticket(ticket_id):
+    ticket = db.session.get(Ticket, ticket_id) or abort(404)
+    if not current_user.is_it_staff and ticket.created_by_id != current_user.id:
+        abort(403)
+    existing = TicketWatcher.query.filter_by(ticket_id=ticket_id, user_id=current_user.id).first()
+    if not existing:
+        db.session.add(TicketWatcher(ticket_id=ticket_id, user_id=current_user.id))
+        db.session.commit()
+    from flask import jsonify
+    return jsonify({'watching': True})
+
+
+@tickets_bp.route('/tickets/<int:ticket_id>/unwatch', methods=['POST'])
+@login_required
+def unwatch_ticket(ticket_id):
+    ticket = db.session.get(Ticket, ticket_id) or abort(404)
+    if not current_user.is_it_staff and ticket.created_by_id != current_user.id:
+        abort(403)
+    TicketWatcher.query.filter_by(ticket_id=ticket_id, user_id=current_user.id).delete()
+    db.session.commit()
+    from flask import jsonify
+    return jsonify({'watching': False})
+
+
+# ─── Time Tracking ────────────────────────────────────────────────────────────
+
+@tickets_bp.route('/tickets/<int:ticket_id>/log-time', methods=['POST'])
+@login_required
+def log_time(ticket_id):
+    if not current_user.is_it_staff:
+        abort(403)
+    ticket = db.session.get(Ticket, ticket_id) or abort(404)
+    try:
+        minutes = int(request.form.get('minutes', 0))
+    except (ValueError, TypeError):
+        minutes = 0
+    if minutes <= 0:
+        flash('Please enter a valid number of minutes.', 'warning')
+        return redirect(url_for('tickets.ticket_detail', ticket_id=ticket_id))
+    note = request.form.get('note', '').strip()[:200]
+    entry = TimeEntry(ticket_id=ticket_id, user_id=current_user.id, minutes=minutes, note=note)
+    db.session.add(entry)
+    log_action(current_user.id, 'time_log', 'ticket', ticket_id,
+               f'minutes={minutes} note={note!r}')
+    db.session.commit()
+    from flask import jsonify
+    if request.headers.get('X-Requested-With') == 'XMLHttpRequest':
+        total = sum(e.minutes for e in ticket.time_entries.all())
+        return jsonify({'ok': True, 'minutes': minutes, 'total_minutes': total})
+    flash(f'{minutes} minutes logged.', 'success')
+    return redirect(url_for('tickets.ticket_detail', ticket_id=ticket_id))
+
+
 # ─── Helpers ─────────────────────────────────────────────────────────────────
 
 def _sla_due_date(priority: str) -> 'datetime':