Initial commit

2026-03-25 11:37:46 -04:00
commit dfdbb54875
41 changed files with 5079 additions and 0 deletions
@@ -0,0 +1,91 @@
+import logging
+from flask import request
+from app import db
+from app.models import ActivityLog
+
+logger = logging.getLogger(__name__)
+
+
+def _get_real_ip():
+    """
+    Return the genuine client IP address when Flask sits behind an nginx
+    reverse proxy.
+
+    nginx forwards the original client IP in two headers:
+      - X-Forwarded-For: <client>, <proxy1>, <proxy2>, ...
+      - X-Real-IP:       <client>
+
+    request.remote_addr is always 127.0.0.1 in a proxied setup, so we
+    must read the headers instead.  We take the leftmost (first) value in
+    X-Forwarded-For because that is the original client; subsequent values
+    are intermediate proxies appended by each hop.
+
+    Falls back to X-Real-IP, then remote_addr as a last resort.
+    """
+    try:
+        xff = request.headers.get('X-Forwarded-For')
+        if xff:
+            # Strip any port appended by some proxies and take first entry
+            return xff.split(',')[0].strip()
+        xri = request.headers.get('X-Real-IP')
+        if xri:
+            return xri.strip()
+        return request.remote_addr
+    except RuntimeError:
+        return None
+
+
+def log_action(user_id, action, entity_type=None, entity_id=None, details=None):
+    """
+    Persist an activity log entry for create / edit / delete actions.
+
+    Parameters
+    ----------
+    user_id     : int | None  – the acting user (None for system actions)
+    action      : str         – e.g. 'ticket_create', 'ticket_update', 'comment_delete'
+    entity_type : str | None  – 'ticket', 'comment', 'user', etc.
+    entity_id   : int | None  – primary key of the affected entity
+    details     : str | None  – free-form JSON or human-readable details
+    """
+    ip = _get_real_ip()
+
+    try:
+        entry = ActivityLog(
+            user_id     = user_id,
+            action      = action,
+            entity_type = entity_type,
+            entity_id   = entity_id,
+            details     = details,
+            ip_address  = ip,
+        )
+        db.session.add(entry)
+        db.session.commit()
+        logger.info(
+            f'[ACTIVITY] action={action} entity={entity_type}:{entity_id} '
+            f'user_id={user_id} ip={ip}'
+        )
+    except Exception as exc:
+        db.session.rollback()
+        logger.error(f'[ACTIVITY LOG ERROR] {exc}')
+
+
+def log_ticket_history(ticket, field_name, old_value, new_value, changed_by_id):
+    """Record a granular field-level change on a ticket."""
+    from app.models import TicketHistory
+    try:
+        entry = TicketHistory(
+            ticket_id  = ticket.id,
+            changed_by = changed_by_id,
+            field_name = field_name,
+            old_value  = str(old_value) if old_value is not None else None,
+            new_value  = str(new_value) if new_value is not None else None,
+        )
+        db.session.add(entry)
+        db.session.commit()
+        logger.info(
+            f'[TICKET HISTORY] ticket_id={ticket.id} field={field_name} '
+            f'"{old_value}" -> "{new_value}" by user_id={changed_by_id}'
+        )
+    except Exception as exc:
+        db.session.rollback()
+        logger.error(f'[TICKET HISTORY ERROR] {exc}')
@@ -0,0 +1,255 @@
+import logging
+from flask import current_app, render_template_string
+from flask_mail import Message
+from app import db, mail, socketio
+from app.models import Notification, NotificationType, User, UserRole
+
+logger = logging.getLogger(__name__)
+
+
+# ─── Email Templates ──────────────────────────────────────────────────────────
+
+_NEW_TICKET_EMAIL = """
+<html><body style="font-family:Arial,sans-serif;background:#f4f4f4;padding:20px;">
+<div style="max-width:600px;margin:0 auto;background:#fff;border-radius:8px;overflow:hidden;box-shadow:0 2px 8px rgba(0,0,0,.1);">
+  <div style="background:#1a1a2e;padding:24px 32px;">
+    <h1 style="color:#e94560;margin:0;font-size:22px;">🎫 New IT Ticket Created</h1>
+  </div>
+  <div style="padding:32px;">
+    <p style="color:#555;margin-top:0;">A new support ticket has been submitted.</p>
+    <table style="width:100%;border-collapse:collapse;margin:16px 0;">
+      <tr><td style="padding:8px;color:#888;width:140px;">Ticket #</td><td style="padding:8px;font-weight:bold;">{{ ticket_number }}</td></tr>
+      <tr style="background:#f9f9f9;"><td style="padding:8px;color:#888;">Title</td><td style="padding:8px;">{{ title }}</td></tr>
+      <tr><td style="padding:8px;color:#888;">Category</td><td style="padding:8px;">{{ category }}</td></tr>
+      <tr style="background:#f9f9f9;"><td style="padding:8px;color:#888;">Priority</td><td style="padding:8px;"><span style="background:{{ priority_color }};color:#fff;padding:2px 8px;border-radius:4px;">{{ priority }}</span></td></tr>
+      <tr><td style="padding:8px;color:#888;">Submitted by</td><td style="padding:8px;">{{ submitted_by }}</td></tr>
+    </table>
+    <div style="background:#f9f9f9;border-left:4px solid #e94560;padding:16px;margin:16px 0;border-radius:0 4px 4px 0;">
+      <p style="margin:0;color:#333;">{{ description }}</p>
+    </div>
+    <a href="{{ ticket_url }}" style="display:inline-block;background:#e94560;color:#fff;padding:12px 24px;border-radius:6px;text-decoration:none;margin-top:8px;">View Ticket</a>
+  </div>
+  <div style="background:#f4f4f4;padding:16px 32px;text-align:center;color:#999;font-size:12px;">
+    IT Helpdesk System &bull; This is an automated notification.
+  </div>
+</div>
+</body></html>
+"""
+
+_STATUS_UPDATE_EMAIL = """
+<html><body style="font-family:Arial,sans-serif;background:#f4f4f4;padding:20px;">
+<div style="max-width:600px;margin:0 auto;background:#fff;border-radius:8px;overflow:hidden;box-shadow:0 2px 8px rgba(0,0,0,.1);">
+  <div style="background:#1a1a2e;padding:24px 32px;">
+    <h1 style="color:#e94560;margin:0;font-size:22px;">🔄 Ticket Update</h1>
+  </div>
+  <div style="padding:32px;">
+    <p style="color:#555;margin-top:0;">Your ticket <strong>{{ ticket_number }}</strong> has been updated.</p>
+    <p><strong>{{ title }}</strong></p>
+    <p style="color:#555;">{{ message }}</p>
+    <a href="{{ ticket_url }}" style="display:inline-block;background:#e94560;color:#fff;padding:12px 24px;border-radius:6px;text-decoration:none;margin-top:8px;">View Ticket</a>
+  </div>
+  <div style="background:#f4f4f4;padding:16px 32px;text-align:center;color:#999;font-size:12px;">
+    IT Helpdesk System &bull; This is an automated notification.
+  </div>
+</div>
+</body></html>
+"""
+
+
+def _priority_badge_color(priority):
+    return {'low': '#28a745', 'medium': '#ffc107', 'high': '#dc3545', 'critical': '#343a40'}.get(priority, '#6c757d')
+
+
+# ─── In-App Notification ──────────────────────────────────────────────────────
+
+def create_notification(user_id, notif_type, title, message, ticket_id=None, link=None):
+    """Persist an in-app notification and push via WebSocket."""
+    try:
+        notif = Notification(
+            user_id  = user_id,
+            ticket_id= ticket_id,
+            type     = notif_type,
+            title    = title,
+            message  = message,
+            link     = link,
+        )
+        db.session.add(notif)
+        db.session.commit()
+        logger.info(f'[NOTIFICATION CREATE] user_id={user_id} type={notif_type} ticket_id={ticket_id}')
+
+        # Real-time push
+        socketio.emit('new_notification', {
+            'id'      : notif.id,
+            'type'    : notif_type,
+            'title'   : title,
+            'message' : message,
+            'link'    : link,
+            'created_at': notif.created_at.isoformat(),
+        }, room=f'user_{user_id}')
+
+    except Exception as exc:
+        db.session.rollback()
+        logger.error(f'[NOTIFICATION ERROR] Failed to create notification: {exc}')
+
+
+# ─── Email Notification ───────────────────────────────────────────────────────
+
+def send_email(subject, recipients, html_body):
+    """Send an email; silently log errors so it never blocks the main flow."""
+    try:
+        msg = Message(subject=subject, recipients=recipients, html=html_body)
+        mail.send(msg)
+        logger.info(f'[EMAIL SENT] subject="{subject}" to={recipients}')
+    except Exception as exc:
+        logger.error(f'[EMAIL ERROR] Failed to send "{subject}" to {recipients}: {exc}')
+
+
+# ─── Ticket Event Helpers ─────────────────────────────────────────────────────
+
+def notify_new_ticket(ticket):
+    """Notify IT staff (email + in-app) and confirm receipt to the creator."""
+    base_url = current_app.config.get('APP_BASE_URL', '')
+    ticket_url = f"{base_url}/tickets/{ticket.id}"
+
+    # Email IT staff
+    html = render_template_string(_NEW_TICKET_EMAIL,
+        ticket_number = ticket.ticket_number,
+        title         = ticket.title,
+        description   = ticket.description[:500],
+        category      = ticket.category.replace('_', ' ').title(),
+        priority      = ticket.priority.upper(),
+        priority_color= _priority_badge_color(ticket.priority),
+        submitted_by  = ticket.creator.full_name,
+        ticket_url    = ticket_url,
+    )
+    it_email = current_app.config.get('IT_DEPT_EMAIL')
+    send_email(f'[New Ticket] {ticket.ticket_number} – {ticket.title}', [it_email], html)
+
+    # In-app: all IT staff
+    it_users = User.query.filter(
+        User.role.in_([UserRole.IT_STAFF, UserRole.ADMIN]),
+        User.is_active == True,
+    ).all()
+    for staff in it_users:
+        create_notification(
+            user_id   = staff.id,
+            notif_type= NotificationType.TICKET_CREATED,
+            title     = f'New Ticket: {ticket.ticket_number}',
+            message   = f'{ticket.creator.full_name} submitted: {ticket.title}',
+            ticket_id = ticket.id,
+            link      = f'/tickets/{ticket.id}',
+        )
+
+    # Confirm to creator
+    create_notification(
+        user_id   = ticket.created_by_id,
+        notif_type= NotificationType.TICKET_CREATED,
+        title     = f'Ticket {ticket.ticket_number} Created',
+        message   = 'Your ticket has been received. Our IT team will review it shortly.',
+        ticket_id = ticket.id,
+        link      = f'/tickets/{ticket.id}',
+    )
+
+
+def notify_status_change(ticket, old_status, changed_by):
+    """Notify ticket creator of status change."""
+    base_url = current_app.config.get('APP_BASE_URL', '')
+    ticket_url = f"{base_url}/tickets/{ticket.id}"
+    msg_text = f'Status changed from {old_status.replace("_"," ").title()} to {ticket.status.replace("_"," ").title()} by {changed_by.full_name}.'
+
+    html = render_template_string(_STATUS_UPDATE_EMAIL,
+        ticket_number = ticket.ticket_number,
+        title         = ticket.title,
+        message       = msg_text,
+        ticket_url    = ticket_url,
+    )
+    if ticket.creator.email_notif:
+        send_email(
+            f'[Ticket Update] {ticket.ticket_number} – Status Changed',
+            [ticket.creator.email],
+            html,
+        )
+    create_notification(
+        user_id   = ticket.created_by_id,
+        notif_type= NotificationType.STATUS_CHANGED,
+        title     = f'Ticket {ticket.ticket_number} Updated',
+        message   = msg_text,
+        ticket_id = ticket.id,
+        link      = f'/tickets/{ticket.id}',
+    )
+    logger.info(f'[TICKET STATUS] ticket_id={ticket.id} {old_status} -> {ticket.status} by user_id={changed_by.id}')
+
+
+def notify_comment_added(comment):
+    """Notify relevant parties when a comment is added."""
+    ticket = comment.ticket
+    base_url = current_app.config.get('APP_BASE_URL', '')
+    ticket_url = f"{base_url}/tickets/{ticket.id}"
+
+    notified = set()
+
+    def _notify(user_id, is_internal=False):
+        if user_id in notified:
+            return
+        notified.add(user_id)
+        create_notification(
+            user_id   = user_id,
+            notif_type= NotificationType.COMMENT_ADDED,
+            title     = f'New Comment on {ticket.ticket_number}',
+            message   = f'{comment.author.full_name} commented: {comment.body[:100]}',
+            ticket_id = ticket.id,
+            link      = f'/tickets/{ticket.id}#comment-{comment.id}',
+        )
+        user = User.query.get(user_id)
+        if user and user.email_notif and not is_internal:
+            html = render_template_string(_STATUS_UPDATE_EMAIL,
+                ticket_number = ticket.ticket_number,
+                title         = ticket.title,
+                message       = f'{comment.author.full_name} added a comment: {comment.body[:300]}',
+                ticket_url    = ticket_url,
+            )
+            send_email(
+                f'[Ticket Comment] {ticket.ticket_number}',
+                [user.email],
+                html,
+            )
+
+    # Notify creator (skip if internal-only comment)
+    if not comment.is_internal:
+        _notify(ticket.created_by_id)
+
+    # Notify assignee
+    if ticket.assigned_to_id and ticket.assigned_to_id != comment.author_id:
+        _notify(ticket.assigned_to_id, is_internal=comment.is_internal)
+
+    logger.info(f'[COMMENT ADD] comment_id={comment.id} ticket_id={ticket.id} author_id={comment.author_id} internal={comment.is_internal}')
+
+
+def notify_assignment(ticket, assigned_by):
+    """Notify newly assigned IT staff member."""
+    if not ticket.assigned_to_id:
+        return
+    base_url = current_app.config.get('APP_BASE_URL', '')
+    ticket_url = f"{base_url}/tickets/{ticket.id}"
+
+    create_notification(
+        user_id   = ticket.assigned_to_id,
+        notif_type= NotificationType.TICKET_ASSIGNED,
+        title     = f'Ticket Assigned: {ticket.ticket_number}',
+        message   = f'You have been assigned ticket "{ticket.title}" by {assigned_by.full_name}.',
+        ticket_id = ticket.id,
+        link      = f'/tickets/{ticket.id}',
+    )
+    if ticket.assignee and ticket.assignee.email_notif:
+        html = render_template_string(_STATUS_UPDATE_EMAIL,
+            ticket_number = ticket.ticket_number,
+            title         = ticket.title,
+            message       = f'This ticket has been assigned to you by {assigned_by.full_name}.',
+            ticket_url    = ticket_url,
+        )
+        send_email(
+            f'[Ticket Assigned] {ticket.ticket_number}',
+            [ticket.assignee.email],
+            html,
+        )
+    logger.info(f'[TICKET ASSIGN] ticket_id={ticket.id} assigned_to={ticket.assigned_to_id} by={assigned_by.id}')