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06/09 Fix ticket submission doesn't trigger notification

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nngo
2026-06-09 16:32:39 -04:00
parent e095b08b22
commit 5c056368ec
1 changed files with 32 additions and 84 deletions
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app/routes/support.py
+29 -81
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@@ -1,13 +1,11 @@
import os import os
import logging import logging
import threading
from flask import (Blueprint, render_template, redirect, url_for, from flask import (Blueprint, render_template, redirect, url_for,
flash, request, current_app, jsonify, abort) flash, request, current_app, jsonify, abort)
from flask_login import login_required, current_user from flask_login import login_required, current_user
from flask_mail import Message
from app import db, mail from app import db
from app.models.support import SupportTicket, SupportTicketReply from app.models.support import SupportTicket, SupportTicketReply
from app.models.user import User from app.models.user import User
from app.models.facility import Facility from app.models.facility import Facility
@@ -15,6 +13,7 @@ from app.utils.decorators import supervisor_required
from app.utils.scope import get_customer_scope from app.utils.scope import get_customer_scope
from app.utils.audit import log_action, ACTION_CREATE, ACTION_UPDATE from app.utils.audit import log_action, ACTION_CREATE, ACTION_UPDATE
from app.utils.time_utils import now_eastern from app.utils.time_utils import now_eastern
from app.utils.notifications import notify
bp = Blueprint('support', __name__, url_prefix='/support') bp = Blueprint('support', __name__, url_prefix='/support')
logger = logging.getLogger(__name__) logger = logging.getLogger(__name__)
@@ -167,54 +166,28 @@ def submit_ticket():
def _notify_admins_new_ticket(ticket): def _notify_admins_new_ticket(ticket):
"""Send email notification to all active admin users in a background thread.""" """Create in-app notifications and send emails to all active admin users."""
admins = User.query.filter_by(role='admin', active=True).all() admins = User.query.filter_by(role='admin', active=True).all()
if not admins: if not admins:
return return
base_url = current_app.config.get('APP_BASE_URL', '').rstrip('/')
ticket_url = f'{base_url}{url_for("support.admin_ticket_detail", ticket_id=ticket.id)}'
facility_label = ticket.facility.name if ticket.facility else 'N/A'
customer_label = ticket.customer.display_name if ticket.customer else 'Unknown' customer_label = ticket.customer.display_name if ticket.customer else 'Unknown'
facility_label = ticket.facility.name if ticket.facility else 'N/A'
link = url_for('support.admin_ticket_detail', ticket_id=ticket.id)
title = f'New support ticket #{ticket.id} from {customer_label}'
body = (f'Subject: {ticket.subject}\n'
f'Facility: {facility_label}\n\n'
f'{ticket.body[:300]}{"…" if len(ticket.body) > 300 else ""}')
subject_line = f'[JQC Support] New ticket #{ticket.id}: {ticket.subject}'
html_body = f"""\
<!DOCTYPE html>
<html>
<body style="font-family:Arial,sans-serif;color:#333;max-width:600px;margin:auto;">
<h2 style="color:#0d6efd;">New Support Ticket #{ticket.id}</h2>
<p><strong>From:</strong> {customer_label}</p>
<p><strong>Facility:</strong> {facility_label}</p>
<p><strong>Subject:</strong> {ticket.subject}</p>
<hr style="border:none;border-top:1px solid #eee;">
<p style="white-space:pre-wrap;">{ticket.body}</p>
<hr style="border:none;border-top:1px solid #eee;">
<p>
<a href="{ticket_url}"
style="background:#0d6efd;color:#fff;padding:10px 20px;
text-decoration:none;border-radius:4px;display:inline-block;">
View &amp; Reply
</a>
</p>
<p style="font-size:12px;color:#888;">JQC Support System — automated notification.</p>
</body>
</html>"""
def _send():
try:
with current_app.app_context():
for admin in admins: for admin in admins:
msg = Message( notify(
subject = subject_line, recipient = admin,
recipients = [admin.email], title = title,
html = html_body, body = body,
sender = current_app.config.get('MAIL_DEFAULT_SENDER'), link = link,
send_email = True,
) )
mail.send(msg) db.session.commit()
except Exception as exc:
logger.error('SUPPORT | email notification failed: %s', exc)
threading.Thread(target=_send, daemon=True).start()
# ── Admin: ticket list ──────────────────────────────────────────────────────── # ── Admin: ticket list ────────────────────────────────────────────────────────
@@ -293,46 +266,21 @@ def admin_ticket_detail(ticket_id):
def _notify_customer_reply(ticket, reply): def _notify_customer_reply(ticket, reply):
"""Email the customer when an admin replies to their ticket.""" """Create an in-app notification and send an email to the customer."""
if not ticket.customer or not ticket.customer.email: if not ticket.customer:
return return
base_url = current_app.config.get('APP_BASE_URL', '').rstrip('/')
chat_url = f'{base_url}{url_for("support.chat")}'
admin_name = reply.author.display_name if reply.author else 'Support Team' admin_name = reply.author.display_name if reply.author else 'Support Team'
title = f'Reply to your support request #{ticket.id}'
body = (f'{admin_name} replied to your ticket "{ticket.subject}":\n\n'
f'{reply.body[:400]}{"…" if len(reply.body) > 400 else ""}')
link = url_for('support.chat')
html_body = f"""\ notify(
<!DOCTYPE html> recipient = ticket.customer,
<html> title = title,
<body style="font-family:Arial,sans-serif;color:#333;max-width:600px;margin:auto;"> body = body,
<h2 style="color:#0d6efd;">Reply to Your Support Request</h2> link = link,
<p>Hi {ticket.customer.display_name},</p> send_email = True,
<p><strong>{admin_name}</strong> replied to your support ticket
<strong>#{ticket.id}: {ticket.subject}</strong>:</p>
<blockquote style="border-left:4px solid #0d6efd;padding-left:12px;color:#555;
white-space:pre-wrap;">{reply.body}</blockquote>
<p>
<a href="{chat_url}"
style="background:#0d6efd;color:#fff;padding:10px 20px;
text-decoration:none;border-radius:4px;display:inline-block;">
View Support Chat
</a>
</p>
<p style="font-size:12px;color:#888;">JQC Support System — automated notification.</p>
</body>
</html>"""
def _send():
try:
with current_app.app_context():
msg = Message(
subject = f'[JQC Support] Reply to #{ticket.id}: {ticket.subject}',
recipients = [ticket.customer.email],
html = html_body,
sender = current_app.config.get('MAIL_DEFAULT_SENDER'),
) )
mail.send(msg) db.session.commit()
except Exception as exc:
logger.error('SUPPORT | customer reply email failed: %s', exc)
threading.Thread(target=_send, daemon=True).start()