04/08 fixed survey email issue

2026-04-08 10:38:50 -04:00
parent 60db5c3f9a
commit cc81e0cca3
6 changed files with 210 additions and 76 deletions
@@ -315,6 +315,7 @@ def _seed_settings():
    from app.models import SystemSetting
    defaults = [
        ('registration_enabled', 'true',    'Allow new users to self-register via /auth/register'),
+        ('survey_enabled',         'true',    'Send a satisfaction survey email when a ticket is resolved'),
        ('app_timezone',         'America/New_York', 'Display timezone for all dates and times in the UI'),
        ('sla_critical_hours',   '4',       'Hours before a CRITICAL ticket is considered overdue'),
        ('email_ingestion_enabled',  '0',   'Enable automatic ticket creation from inbound email (1=on, 0=off)'),
@@ -564,12 +564,27 @@ class TicketSatisfaction(db.Model):

    @classmethod
    def create_for_ticket(cls, ticket):
-        """Create a survey row for a newly-resolved ticket.
-        Returns None if a survey already exists.  Caller must commit.
+        """Return a survey row ready for emailing.
+
+        Behaviour:
+        - No existing row  → create and return a new one.
+        - Existing row, not yet submitted (rating is NULL) → return it so
+          the email can be re-sent.  This covers the case where the row was
+          created but the email thread crashed before sending.
+        - Existing row, already submitted → return None (survey is complete).
+
+        Caller is responsible for committing the session.
        """
        import secrets
-        if cls.query.filter_by(ticket_id=ticket.id).first():
+        existing = cls.query.filter_by(ticket_id=ticket.id).first()
+        if existing:
+            if existing.submitted:
+                # Employee already rated — do not re-send
                return None
+            # Row exists but email was never sent (prior crash) — re-use it
+            # Regenerate the token so any stale links in old emails are invalidated
+            existing.survey_token = secrets.token_urlsafe(32)
+            return existing
        row = cls(
            ticket_id    = ticket.id,
            user_id      = ticket.created_by_id,
@@ -1183,6 +1183,19 @@ def settings():
            return redirect(url_for('admin.settings'))

        # ── Timezone setting ──────────────────────────────────────────────────
+        if form_type == 'survey':
+            new_value = '1' if request.form.get('survey_enabled') == '1' else '0'
+            old_value = SystemSetting.get('survey_enabled', '1')
+            SystemSetting.set('survey_enabled', new_value,
+                              'Send satisfaction survey email when a ticket is resolved')
+            db.session.commit()
+            state_label = 'enabled' if new_value == '1' else 'disabled'
+            log_action(current_user.id, 'setting_update', 'system_setting', None,
+                       f'survey_enabled changed from {old_value} to {new_value}')
+            logger.info(f'[ADMIN SETTINGS] survey_enabled={new_value} by admin_id={current_user.id}')
+            flash(f'Satisfaction survey has been {state_label}.', 'success')
+            return redirect(url_for('admin.settings'))
+
        if form_type == 'timezone':
            from zoneinfo import ZoneInfo, ZoneInfoNotFoundError
            new_tz = request.form.get('app_timezone', 'America/New_York').strip()
@@ -1299,6 +1312,7 @@ def settings():
            return redirect(url_for('admin.settings'))

    registration_enabled = SystemSetting.get_bool('registration_enabled', default=True)
+    survey_enabled = SystemSetting.get_bool('survey_enabled', default=True)
    email_settings = {
        'enabled' : SystemSetting.get_bool('email_ingestion_enabled', default=False),
        'host'    : SystemSetting.get('email_ingestion_host',     ''),
@@ -1341,6 +1355,7 @@ def settings():
    ]
    return render_template('admin/settings.html',
                           registration_enabled=registration_enabled,
+                           survey_enabled=survey_enabled,
                           branding_settings=branding_settings,
                           email_settings=email_settings,
                           current_tz=current_tz,
@@ -327,3 +327,4 @@ def serve_logo(filename):
        abort(400)
    upload_dir = current_app.config['UPLOAD_FOLDER']
    return send_from_directory(upload_dir, filename, as_attachment=False)
+
@@ -319,102 +319,155 @@ def notify_assignment(ticket, assigned_by):
 def send_satisfaction_survey(ticket):
    """Send a satisfaction survey email when a ticket is resolved.

-    Creates a TicketSatisfaction row with a unique survey token, then
-    emails the ticket creator a link to rate their experience (1-5 stars).
-    The link is token-authenticated so the employee does not need to be
-    logged in to respond.
-
-    URL construction
-    ----------------
-    All other notification functions in this module use APP_BASE_URL from
-    config to build absolute URLs — NOT url_for(..., _external=True).
-    This function follows the same pattern.  Using url_for inside an f-string
-    that is evaluated before the background thread starts causes a
-    RuntimeError ("Working outside of request context") which silently
-    swallows the entire function before the Thread is ever created.
-
-    Called from update_ticket() after commit, when status → Resolved.
+    Every step is wrapped in explicit error handling and logged so failures
+    are visible in the application log rather than swallowed silently.
    """
    from app.models import TicketSatisfaction
    from app import mail
    from threading import Thread
    from flask_mail import Message

-    creator = ticket.creator
-    if not creator or not creator.email_notif:
+    logger.info(
+        f'[SURVEY] send_satisfaction_survey called: '
+        f'ticket_id={ticket.id} number={ticket.ticket_number}'
+    )
+
+    # Guard: survey feature must be enabled in system settings
+    from app.models import SystemSetting
+    if not SystemSetting.get_bool('survey_enabled', default=True):
+        logger.info('[SURVEY] Satisfaction survey is disabled in settings — skipping')
        return

+    # Guard: creator must exist and have email notifications enabled
+    creator = ticket.creator
+    if not creator:
+        logger.warning(f'[SURVEY] No creator found for ticket_id={ticket.id} — skipping')
+        return
+    if not creator.email_notif:
+        logger.info(
+            f'[SURVEY] Creator user_id={creator.id} has email_notif=False — skipping'
+        )
+        return
+
+    logger.info(
+        f'[SURVEY] Creator OK: user_id={creator.id} '
+        f'email={creator.email} email_notif={creator.email_notif}'
+    )
+
+    # Create the TicketSatisfaction row
+    try:
        survey = TicketSatisfaction.create_for_ticket(ticket)
+    except Exception as exc:
+        logger.error(
+            f'[SURVEY] create_for_ticket raised an exception for '
+            f'ticket_id={ticket.id}: {exc}', exc_info=True
+        )
+        return
+
    if not survey:
-        return   # already sent for this ticket
+        logger.info(
+            f'[SURVEY] Survey already exists for ticket_id={ticket.id} — skipping'
+        )
+        return

+    try:
        db.session.commit()
-    logger.info(f'[SURVEY CREATED] ticket_id={ticket.id} token={survey.survey_token[:8]}…')
+    except Exception as exc:
+        logger.error(
+            f'[SURVEY] db.session.commit() failed for ticket_id={ticket.id}: {exc}',
+            exc_info=True
+        )
+        db.session.rollback()
+        return

-    # Build absolute URLs using APP_BASE_URL — identical to every other
-    # notification function in this file.  url_for(_external=True) requires
-    # an active request context which is not guaranteed here.
+    logger.info(
+        f'[SURVEY CREATED] ticket_id={ticket.id} '
+        f'survey_id={survey.id} token={survey.survey_token[:8]}...'
+    )
+
+    # Build absolute URLs using APP_BASE_URL — no url_for() which requires
+    # an active request context not guaranteed in all calling paths
    base_url   = current_app.config.get('APP_BASE_URL', '').rstrip('/')
+    if not base_url:
+        logger.warning(
+            '[SURVEY] APP_BASE_URL is not set — survey links will be broken. '
+            'Set APP_BASE_URL in your .env (e.g. https://tickets.ltservicesinc.com)'
+        )
    survey_url = f"{base_url}/survey/{survey.survey_token}"
    ticket_url = f"{base_url}/tickets/{ticket.id}"

+    logger.info(f'[SURVEY] survey_url={survey_url}')
+
    stars_html = ''.join(
        f'<a href="{survey_url}?rating={i}" '
-        f'style="display:inline-block;margin:0 6px;font-size:38px;' 
+        f'style="display:inline-block;margin:0 4px;font-size:40px;'
        f'text-decoration:none;color:#f59e0b;" title="{i} star">&#9733;</a>'
        for i in range(1, 6)
    )

-    html = f"""
-<html><body style="font-family:Arial,sans-serif;background:#f4f4f4;padding:20px;">
-<div style="max-width:560px;margin:0 auto;background:#fff;border-radius:10px;
-            overflow:hidden;box-shadow:0 2px 12px rgba(0,0,0,.08);">
-  <div style="background:#1e293b;padding:24px 32px;">
-    <h1 style="color:#fff;margin:0;font-size:20px;">&#11088; How did we do?</h1>
-  </div>
-  <div style="padding:32px;">
-    <p style="color:#334155;margin-top:0;">Hi {creator.full_name},</p>
-    <p style="color:#334155;">
-      Your ticket <strong>{ticket.ticket_number}</strong> &mdash;
-      <em>{ticket.title}</em> &mdash; has been marked as resolved.
-      We'd love to hear how we did!
-    </p>
-    <p style="color:#334155;font-weight:600;margin-bottom:6px;">
-      Click a star to rate your experience:
-    </p>
-    <p style="text-align:center;margin:20px 0;line-height:1;">
-      {stars_html}
-    </p>
-    <p style="text-align:center;">
-      <a href="{survey_url}" style="color:#2563eb;font-size:13px;">
-        Or leave a detailed comment
-      </a>
-    </p>
-    <p style="color:#94a3b8;font-size:12px;margin-top:24px;">
-      If you feel the issue is not fully resolved, you can
-      <a href="{ticket_url}" style="color:#2563eb;">re-open your ticket</a>
-      at any time.
-    </p>
-  </div>
-  <div style="background:#f8fafc;padding:16px 32px;text-align:center;
-              color:#94a3b8;font-size:11px;border-top:1px solid #e2e8f0;">
-    TechDesk IT Helpdesk &bull; This is an automated message.
-  </div>
-</div>
-</body></html>"""
+    html = (
+        '<html><body style="font-family:Arial,sans-serif;background:#f4f4f4;padding:20px;">'
+        '<div style="max-width:560px;margin:0 auto;background:#fff;border-radius:10px;'
+        'overflow:hidden;box-shadow:0 2px 12px rgba(0,0,0,.08);">'
+        '<div style="background:#1e293b;padding:24px 32px;">'
+        '<h1 style="color:#fff;margin:0;font-size:20px;">&#11088; How did we do?</h1>'
+        '</div>'
+        '<div style="padding:32px;">'
+        f'<p style="color:#334155;margin-top:0;">Hi {creator.full_name},</p>'
+        f'<p style="color:#334155;">Your ticket <strong>{ticket.ticket_number}</strong>'
+        f' has been marked as resolved. We&#39;d love to hear how we did!</p>'
+        '<p style="color:#334155;font-weight:600;margin-bottom:6px;">'
+        'How satisfied were you with the resolution?</p>'
+        f'<p style="text-align:center;margin:24px 0;line-height:1;">{stars_html}</p>'
+        f'<p style="text-align:center;margin-bottom:16px;">'
+        f'<a href="{survey_url}" style="color:#2563eb;font-size:13px;">'
+        'Or leave a written comment</a></p>'
+        f'<p style="color:#94a3b8;font-size:12px;">If the issue is not resolved, '
+        f'<a href="{ticket_url}" style="color:#2563eb;">re-open your ticket</a>.</p>'
+        '</div>'
+        '<div style="background:#f8fafc;padding:16px 32px;text-align:center;'
+        'color:#94a3b8;font-size:11px;border-top:1px solid #e2e8f0;">'
+        'TechDesk IT Helpdesk &bull; This is an automated message.'
+        '</div></div></body></html>'
+    )

-    msg = Message(
-        subject    = f'[TechDesk] How did we do? — {ticket.ticket_number}',
-        recipients = [creator.email],
-        html       = html,
+    # Capture locals needed inside the thread before spawning.
+    # Mirrors the pattern in send_email() exactly:
+    # - current_app._get_current_object() resolves the proxy to the real
+    #   Flask app object so it is safe to reference inside a daemon thread
+    #   that has no active context of its own yet.
+    # - The Message is built INSIDE the thread, within app.app_context(),
+    #   not before — flask_mail reads app config at construction time.
+    app          = current_app._get_current_object()
+    ticket_num   = ticket.ticket_number
+    ticket_id    = ticket.id
+    creator_name = creator.full_name
+    creator_email= creator.email
+
+    logger.info(
+        f'[SURVEY] Spawning email thread: recipient={creator_email} '
+        f'ticket_id={ticket_id}'
    )

    def _send():
-        with current_app.app_context():
+        with app.app_context():
            try:
+                msg = Message(
+                    subject    = f'[TechDesk] How did we do? — {ticket_num}',
+                    recipients = [creator_email],
+                    html       = html,
+                )
                mail.send(msg)
-                logger.info(f'[SURVEY EMAIL SENT] ticket_id={ticket.id} user_id={creator.id}')
+                logger.info(
+                    f'[SURVEY EMAIL SENT] ticket_id={ticket_id} '
+                    f'recipient={creator_email}'
+                )
            except Exception as exc:
-                logger.error(f'[SURVEY EMAIL FAILED] ticket_id={ticket.id} {exc}')
+                logger.error(
+                    f'[SURVEY EMAIL FAILED] ticket_id={ticket_id} '
+                    f'recipient={creator_email}: {exc}', exc_info=True
+                )

-    Thread(target=_send, daemon=True).start()
+    t = Thread(target=_send, daemon=True)
+    t.start()
+    logger.info(f'[SURVEY] Email thread started for ticket_id={ticket_id}')
@@ -244,6 +244,55 @@
  </div>
 </div>

+<!-- Satisfaction Survey -->
+<div class="card mb-4" style="max-width:680px;">
+  <div class="card-header" style="padding:16px 20px;border-bottom:1px solid var(--border);">
+    <h5 class="mb-0" style="font-size:15px;font-weight:600;">
+      <i class="bi bi-star-half me-2"></i>Satisfaction Survey
+    </h5>
+  </div>
+  <div class="card-body" style="padding:20px;">
+    <p style="font-size:13px;color:var(--muted);margin-bottom:20px;">
+      When enabled, employees automatically receive a one-click satisfaction survey email
+      whenever their ticket is marked as Resolved. Responses appear in the
+      <a href="{{ url_for('admin.satisfaction_report') }}" style="color:var(--accent3);">Satisfaction Report</a>.
+    </p>
+    <form method="POST" action="{{ url_for('admin.settings') }}">
+      <input type="hidden" name="csrf_token" value="{{ csrf_token() }}">
+      <input type="hidden" name="form_type" value="survey">
+      <div class="d-flex align-items-center justify-content-between p-3"
+           style="border:1px solid var(--border);border-radius:10px;background:var(--surface);">
+        <div>
+          <div style="font-weight:600;font-size:14px;">
+            <i class="bi bi-envelope-heart me-2"></i>Send Survey on Resolve
+          </div>
+          <div style="font-size:12px;color:var(--muted);margin-top:3px;">
+            Automatically email employees a 1–5 star rating prompt when their ticket is resolved.
+          </div>
+        </div>
+        <div class="d-flex align-items-center gap-3" style="flex-shrink:0;margin-left:16px;">
+          <span class="badge {% if survey_enabled %}bg-success{% else %}bg-secondary{% endif %}"
+                style="font-size:11px;padding:5px 10px;">
+            {{ 'Enabled' if survey_enabled else 'Disabled' }}
+          </span>
+          {% if survey_enabled %}
+            <button type="submit" name="survey_enabled" value="0"
+                    class="btn btn-sm btn-outline-danger"
+                    onclick="return confirm('Disable satisfaction surveys? No survey emails will be sent when tickets are resolved.')">
+              <i class="bi bi-toggle-on me-1"></i>Disable
+            </button>
+          {% else %}
+            <button type="submit" name="survey_enabled" value="1"
+                    class="btn btn-sm btn-outline-success">
+              <i class="bi bi-toggle-off me-1"></i>Enable
+            </button>
+          {% endif %}
+        </div>
+      </div>
+    </form>
+  </div>
+</div>
+
 <!-- Registration -->
 <div class="card" style="max-width:680px;">
  <div class="card-header" style="padding:16px 20px;border-bottom:1px solid var(--border);">