04/07 updated timezone, report via email, etc

app/routes/tickets.py

@@ -9,7 +9,8 @@ from werkzeug.utils import secure_filename
 from app import db
 from app.models import (Ticket, Comment, Attachment, Notification,
                         TicketStatus, TicketPriority, TicketCategory,
-                        User, UserRole, KnowledgeBase, TicketLink, CannedResponse)
+                        User, UserRole, KnowledgeBase, TicketLink, CannedResponse,
+                        KBFeedback)
 from app.services.notification_service import (
     notify_new_ticket, notify_status_change,
     notify_comment_added, notify_assignment,
@@ -674,7 +675,19 @@ def kb_article(article_id):
     db.session.commit()
     # Re-fetch so the template receives the post-increment value.
     db.session.refresh(article)
-    return render_template('tickets/kb_article.html', article=article)
+    # Load the current user's vote (if any) so the feedback widget shows state
+    user_feedback = KBFeedback.query.filter_by(
+        article_id=article.id, user_id=current_user.id
+    ).first()
+    # Aggregate counts for the widget
+    helpful_count     = KBFeedback.query.filter_by(article_id=article.id, is_helpful=True).count()
+    not_helpful_count = KBFeedback.query.filter_by(article_id=article.id, is_helpful=False).count()
+    return render_template('tickets/kb_article.html',
+        article=article,
+        user_feedback=user_feedback,
+        helpful_count=helpful_count,
+        not_helpful_count=not_helpful_count,
+    )
 
 
 # ─── Ticket Link / Unlink ────────────────────────────────────────────────────
@@ -840,6 +853,70 @@ def get_canned_responses():
     ]})
 
 
+# ─── KB Article Feedback ─────────────────────────────────────────────────────
+
+@tickets_bp.route('/kb/<int:article_id>/feedback', methods=['POST'])
+@login_required
+def kb_feedback(article_id):
+    """Record or update a thumbs-up / thumbs-down vote for a KB article.
+
+    One vote per user per article — subsequent submissions update the existing
+    row. Submitting the same vote a second time toggles it off (removes it),
+    giving users an undo path.
+    """
+    article = db.session.get(KnowledgeBase, article_id) or abort(404)
+    value   = request.form.get('helpful')   # '1' = helpful, '0' = not helpful
+
+    if value not in ('0', '1'):
+        abort(400)
+
+    is_helpful = value == '1'
+    existing   = KBFeedback.query.filter_by(
+        article_id=article.id, user_id=current_user.id
+    ).first()
+
+    if existing:
+        if existing.is_helpful == is_helpful:
+            # Same vote again → toggle off (remove)
+            db.session.delete(existing)
+            log_action(current_user.id, 'kb_feedback_remove', 'knowledge_base',
+                       article.id, f'was_helpful={is_helpful}')
+            logger.info(f'[KB FEEDBACK REMOVE] article_id={article.id} '
+                        f'user_id={current_user.id} was_helpful={is_helpful}')
+        else:
+            # Changed vote → update
+            existing.is_helpful = is_helpful
+            log_action(current_user.id, 'kb_feedback_update', 'knowledge_base',
+                       article.id, f'is_helpful={is_helpful}')
+            logger.info(f'[KB FEEDBACK UPDATE] article_id={article.id} '
+                        f'user_id={current_user.id} is_helpful={is_helpful}')
+    else:
+        fb = KBFeedback(
+            article_id = article.id,
+            user_id    = current_user.id,
+            is_helpful = is_helpful,
+        )
+        db.session.add(fb)
+        log_action(current_user.id, 'kb_feedback_create', 'knowledge_base',
+                   article.id, f'is_helpful={is_helpful}')
+        logger.info(f'[KB FEEDBACK CREATE] article_id={article.id} '
+                    f'user_id={current_user.id} is_helpful={is_helpful}')
+
+    db.session.commit()
+
+    # Return JSON so the widget can update without a full reload
+    helpful_count     = KBFeedback.query.filter_by(article_id=article.id, is_helpful=True).count()
+    not_helpful_count = KBFeedback.query.filter_by(article_id=article.id, is_helpful=False).count()
+    from flask import jsonify
+    return jsonify({
+        'ok'              : True,
+        'helpful_count'   : helpful_count,
+        'not_helpful_count': not_helpful_count,
+        'user_vote'       : None if (existing and existing.is_helpful == is_helpful)
+                            else ('helpful' if is_helpful else 'not_helpful'),
+    })
+
+
 # ─── Helpers ─────────────────────────────────────────────────────────────────
 
 def _sla_due_date(priority: str) -> 'datetime':