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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
View File
@@ -1,13 +1,11 @@
import os
import logging
import threading
from flask import (Blueprint, render_template, redirect, url_for,
flash, request, current_app, jsonify, abort)
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.user import User
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.audit import log_action, ACTION_CREATE, ACTION_UPDATE
from app.utils.time_utils import now_eastern
from app.utils.notifications import notify
bp = Blueprint('support', __name__, url_prefix='/support')
logger = logging.getLogger(__name__)
@@ -167,54 +166,28 @@ def submit_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()
if not admins:
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'
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:
msg = Message(
subject = subject_line,
recipients = [admin.email],
html = html_body,
sender = current_app.config.get('MAIL_DEFAULT_SENDER'),
notify(
recipient = admin,
title = title,
body = body,
link = link,
send_email = True,
)
mail.send(msg)
except Exception as exc:
logger.error('SUPPORT | email notification failed: %s', exc)
threading.Thread(target=_send, daemon=True).start()
db.session.commit()
# ── Admin: ticket list ────────────────────────────────────────────────────────
@@ -293,46 +266,21 @@ def admin_ticket_detail(ticket_id):
def _notify_customer_reply(ticket, reply):
"""Email the customer when an admin replies to their ticket."""
if not ticket.customer or not ticket.customer.email:
"""Create an in-app notification and send an email to the customer."""
if not ticket.customer:
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'
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"""\
<!DOCTYPE html>
<html>
<body style="font-family:Arial,sans-serif;color:#333;max-width:600px;margin:auto;">
<h2 style="color:#0d6efd;">Reply to Your Support Request</h2>
<p>Hi {ticket.customer.display_name},</p>
<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'),
notify(
recipient = ticket.customer,
title = title,
body = body,
link = link,
send_email = True,
)
mail.send(msg)
except Exception as exc:
logger.error('SUPPORT | customer reply email failed: %s', exc)
threading.Thread(target=_send, daemon=True).start()
db.session.commit()