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import logging
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from flask import current_app, render_template_string
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from flask_mail import Message
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from app import db, mail, socketio
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from app.models import Notification, NotificationType, User, UserRole
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logger = logging.getLogger(__name__)
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# ─── Email Templates ──────────────────────────────────────────────────────────
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_NEW_TICKET_EMAIL = """
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<html><body style="font-family:Arial,sans-serif;background:#f4f4f4;padding:20px;">
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<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);">
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<div style="background:#1a1a2e;padding:24px 32px;">
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<h1 style="color:#e94560;margin:0;font-size:22px;">🎫 New IT Ticket Created</h1>
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</div>
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<div style="padding:32px;">
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<p style="color:#555;margin-top:0;">A new support ticket has been submitted.</p>
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<table style="width:100%;border-collapse:collapse;margin:16px 0;">
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<tr><td style="padding:8px;color:#888;width:140px;">Ticket #</td><td style="padding:8px;font-weight:bold;">{{ ticket_number }}</td></tr>
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<tr style="background:#f9f9f9;"><td style="padding:8px;color:#888;">Title</td><td style="padding:8px;">{{ title }}</td></tr>
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<tr><td style="padding:8px;color:#888;">Category</td><td style="padding:8px;">{{ category }}</td></tr>
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<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>
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<tr><td style="padding:8px;color:#888;">Submitted by</td><td style="padding:8px;">{{ submitted_by }}</td></tr>
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</table>
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<div style="background:#f9f9f9;border-left:4px solid #e94560;padding:16px;margin:16px 0;border-radius:0 4px 4px 0;">
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<p style="margin:0;color:#333;">{{ description }}</p>
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</div>
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<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>
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</div>
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<div style="background:#f4f4f4;padding:16px 32px;text-align:center;color:#999;font-size:12px;">
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IT Helpdesk System • This is an automated notification.
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</div>
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</div>
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</body></html>
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"""
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_STATUS_UPDATE_EMAIL = """
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<html><body style="font-family:Arial,sans-serif;background:#f4f4f4;padding:20px;">
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<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);">
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<div style="background:#1a1a2e;padding:24px 32px;">
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<h1 style="color:#e94560;margin:0;font-size:22px;">🔄 Ticket Update</h1>
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</div>
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<div style="padding:32px;">
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<p style="color:#555;margin-top:0;">Your ticket <strong>{{ ticket_number }}</strong> has been updated.</p>
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<p><strong>{{ title }}</strong></p>
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<p style="color:#555;">{{ message }}</p>
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<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>
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</div>
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<div style="background:#f4f4f4;padding:16px 32px;text-align:center;color:#999;font-size:12px;">
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IT Helpdesk System • This is an automated notification.
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</div>
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</div>
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</body></html>
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"""
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def _priority_badge_color(priority):
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return {'low': '#28a745', 'medium': '#ffc107', 'high': '#dc3545', 'critical': '#343a40'}.get(priority, '#6c757d')
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# ─── In-App Notification ──────────────────────────────────────────────────────
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def create_notification(user_id, notif_type, title, message, ticket_id=None, link=None):
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"""Persist an in-app notification and push via WebSocket."""
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try:
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notif = Notification(
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user_id = user_id,
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ticket_id= ticket_id,
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type = notif_type,
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title = title,
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message = message,
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link = link,
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)
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db.session.add(notif)
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db.session.commit()
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logger.info(f'[NOTIFICATION CREATE] user_id={user_id} type={notif_type} ticket_id={ticket_id}')
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# Real-time push
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socketio.emit('new_notification', {
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'id' : notif.id,
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'type' : notif_type,
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'title' : title,
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'message' : message,
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'link' : link,
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'created_at': notif.created_at.isoformat(),
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}, room=f'user_{user_id}')
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except Exception as exc:
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db.session.rollback()
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logger.error(f'[NOTIFICATION ERROR] Failed to create notification: {exc}')
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# ─── Email Notification ───────────────────────────────────────────────────────
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def send_email(subject, recipients, html_body):
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"""Send an email; silently log errors so it never blocks the main flow."""
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try:
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msg = Message(subject=subject, recipients=recipients, html=html_body)
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mail.send(msg)
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logger.info(f'[EMAIL SENT] subject="{subject}" to={recipients}')
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except Exception as exc:
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logger.error(f'[EMAIL ERROR] Failed to send "{subject}" to {recipients}: {exc}')
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# ─── Ticket Event Helpers ─────────────────────────────────────────────────────
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def notify_new_ticket(ticket):
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"""Notify IT staff (email + in-app) and confirm receipt to the creator."""
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base_url = current_app.config.get('APP_BASE_URL', '')
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ticket_url = f"{base_url}/tickets/{ticket.id}"
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# Email IT staff
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html = render_template_string(_NEW_TICKET_EMAIL,
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ticket_number = ticket.ticket_number,
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title = ticket.title,
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description = ticket.description[:500],
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category = ticket.category.replace('_', ' ').title(),
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priority = ticket.priority.upper(),
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priority_color= _priority_badge_color(ticket.priority),
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submitted_by = ticket.creator.full_name,
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ticket_url = ticket_url,
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)
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it_email = current_app.config.get('IT_DEPT_EMAIL')
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send_email(f'[New Ticket] {ticket.ticket_number} – {ticket.title}', [it_email], html)
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# In-app: all IT staff
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it_users = User.query.filter(
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User.role.in_([UserRole.IT_STAFF, UserRole.ADMIN]),
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User.is_active == True,
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).all()
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for staff in it_users:
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create_notification(
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user_id = staff.id,
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notif_type= NotificationType.TICKET_CREATED,
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title = f'New Ticket: {ticket.ticket_number}',
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message = f'{ticket.creator.full_name} submitted: {ticket.title}',
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ticket_id = ticket.id,
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link = f'/tickets/{ticket.id}',
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)
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# Confirm to creator
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create_notification(
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user_id = ticket.created_by_id,
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notif_type= NotificationType.TICKET_CREATED,
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title = f'Ticket {ticket.ticket_number} Created',
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message = 'Your ticket has been received. Our IT team will review it shortly.',
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ticket_id = ticket.id,
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link = f'/tickets/{ticket.id}',
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)
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def notify_status_change(ticket, old_status, changed_by):
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"""Notify ticket creator of status change."""
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base_url = current_app.config.get('APP_BASE_URL', '')
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ticket_url = f"{base_url}/tickets/{ticket.id}"
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msg_text = f'Status changed from {old_status.replace("_"," ").title()} to {ticket.status.replace("_"," ").title()} by {changed_by.full_name}.'
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html = render_template_string(_STATUS_UPDATE_EMAIL,
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ticket_number = ticket.ticket_number,
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title = ticket.title,
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message = msg_text,
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ticket_url = ticket_url,
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)
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if ticket.creator.email_notif:
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send_email(
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f'[Ticket Update] {ticket.ticket_number} – Status Changed',
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[ticket.creator.email],
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html,
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)
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create_notification(
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user_id = ticket.created_by_id,
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notif_type= NotificationType.STATUS_CHANGED,
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title = f'Ticket {ticket.ticket_number} Updated',
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message = msg_text,
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ticket_id = ticket.id,
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link = f'/tickets/{ticket.id}',
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)
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logger.info(f'[TICKET STATUS] ticket_id={ticket.id} {old_status} -> {ticket.status} by user_id={changed_by.id}')
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def notify_comment_added(comment):
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"""Notify relevant parties when a comment is added."""
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ticket = comment.ticket
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base_url = current_app.config.get('APP_BASE_URL', '')
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ticket_url = f"{base_url}/tickets/{ticket.id}"
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notified = set()
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def _notify(user_id, is_internal=False):
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if user_id in notified:
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return
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notified.add(user_id)
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create_notification(
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user_id = user_id,
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notif_type= NotificationType.COMMENT_ADDED,
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title = f'New Comment on {ticket.ticket_number}',
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message = f'{comment.author.full_name} commented: {comment.body[:100]}',
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ticket_id = ticket.id,
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link = f'/tickets/{ticket.id}#comment-{comment.id}',
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)
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user = User.query.get(user_id)
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if user and user.email_notif and not is_internal:
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html = render_template_string(_STATUS_UPDATE_EMAIL,
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ticket_number = ticket.ticket_number,
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title = ticket.title,
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message = f'{comment.author.full_name} added a comment: {comment.body[:300]}',
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ticket_url = ticket_url,
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)
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send_email(
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f'[Ticket Comment] {ticket.ticket_number}',
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[user.email],
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html,
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)
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# Notify creator (skip if internal-only comment)
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if not comment.is_internal:
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_notify(ticket.created_by_id)
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# Notify assignee
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if ticket.assigned_to_id and ticket.assigned_to_id != comment.author_id:
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_notify(ticket.assigned_to_id, is_internal=comment.is_internal)
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logger.info(f'[COMMENT ADD] comment_id={comment.id} ticket_id={ticket.id} author_id={comment.author_id} internal={comment.is_internal}')
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def notify_assignment(ticket, assigned_by):
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"""Notify newly assigned IT staff member."""
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if not ticket.assigned_to_id:
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return
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base_url = current_app.config.get('APP_BASE_URL', '')
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ticket_url = f"{base_url}/tickets/{ticket.id}"
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create_notification(
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user_id = ticket.assigned_to_id,
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notif_type= NotificationType.TICKET_ASSIGNED,
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title = f'Ticket Assigned: {ticket.ticket_number}',
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message = f'You have been assigned ticket "{ticket.title}" by {assigned_by.full_name}.',
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ticket_id = ticket.id,
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link = f'/tickets/{ticket.id}',
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)
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if ticket.assignee and ticket.assignee.email_notif:
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html = render_template_string(_STATUS_UPDATE_EMAIL,
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ticket_number = ticket.ticket_number,
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title = ticket.title,
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message = f'This ticket has been assigned to you by {assigned_by.full_name}.',
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ticket_url = ticket_url,
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)
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send_email(
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f'[Ticket Assigned] {ticket.ticket_number}',
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[ticket.assignee.email],
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html,
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)
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logger.info(f'[TICKET ASSIGN] ticket_id={ticket.id} assigned_to={ticket.assigned_to_id} by={assigned_by.id}')
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