LT_Janitorial_Quality_Control/app/routes/support.py

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.models.support import SupportTicket, SupportTicketReply
from app.models.user import User
from app.models.facility import Facility
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

bp = Blueprint('support', __name__, url_prefix='/support')
logger = logging.getLogger(__name__)

# ── Groq system prompt ────────────────────────────────────────────────────────

_SYSTEM_PROMPT = """\
You are JQC Support, a friendly assistant for customers of JQC (Janitorial Quality Control), \
a commercial cleaning quality management platform.

Help customers with:
- Navigating the portal: Dashboard, Inspections, Issues, Reports pages
- Inspection scores: 90%+ = Excellent, 70-89% = Satisfactory, below 70% = Needs Improvement
- SLA timelines: Critical issues = 4 h, High = 24 h, Medium = 72 h, Low = 168 h
- Issue statuses: Open → In Progress → Pending Verification → Resolved
- Following issues to receive email/in-app update notifications
- Reporting new cleaning concerns via the Issues > Log Issue page
- Understanding facility scorecards and trend charts in Reports

Rules:
- Keep answers concise (3-5 sentences max) and friendly.
- Never invent specific staff names, contract prices, schedules, or contact numbers.
- If the customer has an access problem, billing question, or a concern you genuinely \
cannot resolve through guidance, say so clearly and suggest they click \
"Submit to Support" to reach the admin team directly.\
"""

# Preset FAQ questions shown as quick-reply chips on first load
FAQS = [
    {'icon': 'bi-clipboard-check',  'text': 'How do I view my inspection reports?'},
    {'icon': 'bi-graph-up',         'text': 'What do inspection scores mean?'},
    {'icon': 'bi-exclamation-circle','text': 'How do I track an open issue?'},
    {'icon': 'bi-megaphone',        'text': 'How do I report a cleaning concern?'},
    {'icon': 'bi-alarm',            'text': 'What is SLA and how does it work?'},
    {'icon': 'bi-bell',             'text': 'How do I get notified on issue updates?'},
]


# ── Customer chat page ────────────────────────────────────────────────────────

@bp.route('/chat')
@login_required
def chat():
    if current_user.role != 'customer':
        return redirect(url_for('support.admin_tickets'))

    cids = get_customer_scope(current_user) or []
    facilities = (Facility.query
                  .filter(Facility.id.in_(cids), Facility.active == True)
                  .order_by(Facility.name).all()) if cids else []

    groq_ready = bool(os.environ.get('GROQ_API_KEY'))
    return render_template('support/chat.html',
                           faqs=FAQS,
                           facilities=facilities,
                           groq_ready=groq_ready)


# ── Groq chat AJAX endpoint ───────────────────────────────────────────────────

@bp.route('/chat/message', methods=['POST'])
@login_required
def chat_message():
    if current_user.role != 'customer':
        return jsonify({'error': 'Forbidden'}), 403

    api_key = os.environ.get('GROQ_API_KEY')
    if not api_key:
        return jsonify({'reply': (
            "I'm sorry, the AI assistant isn't configured right now. "
            "Please use the **Submit to Support** form to reach our team directly."
        )})

    data         = request.get_json(silent=True) or {}
    history      = data.get('messages', [])   # list of {role, content} dicts
    user_message = data.get('message', '').strip()

    if not user_message:
        return jsonify({'error': 'Empty message'}), 400

    try:
        from groq import Groq
        client = Groq(api_key=api_key)

        messages = [{'role': 'system', 'content': _SYSTEM_PROMPT}]
        # Append prior conversation (cap at last 20 turns to control token usage)
        for m in history[-20:]:
            if m.get('role') in ('user', 'assistant') and m.get('content'):
                messages.append({'role': m['role'], 'content': m['content']})
        messages.append({'role': 'user', 'content': user_message})

        model = os.environ.get('GROQ_MODEL', 'llama-3.3-70b-versatile')
        completion = client.chat.completions.create(
            model=model,
            messages=messages,
            max_tokens=512,
            temperature=0.5,
        )
        reply = completion.choices[0].message.content.strip()
        return jsonify({'reply': reply})

    except Exception as exc:
        logger.error('SUPPORT | Groq error: %s', exc)
        return jsonify({'reply': (
            "I ran into a problem reaching the AI assistant. "
            "Please try again, or use **Submit to Support** to contact our team."
        )})


# ── Submit support ticket ─────────────────────────────────────────────────────

@bp.route('/tickets', methods=['POST'])
@login_required
def submit_ticket():
    if current_user.role != 'customer':
        abort(403)

    subject     = request.form.get('subject', '').strip()
    body        = request.form.get('body', '').strip()
    facility_id = request.form.get('facility_id', type=int)

    if not subject or not body:
        flash('Please fill in both subject and description.', 'warning')
        return redirect(url_for('support.chat'))

    # Validate facility belongs to this customer
    cids = get_customer_scope(current_user) or []
    if facility_id and facility_id not in cids:
        facility_id = None

    ticket = SupportTicket(
        customer_id = current_user.id,
        facility_id = facility_id,
        subject     = subject,
        body        = body,
        status      = 'open',
        created_at  = now_eastern(),
    )
    db.session.add(ticket)
    db.session.commit()

    log_action(ACTION_CREATE, 'SupportTicket', ticket.id,
               f'#{ticket.id}: {subject[:60]}',
               f'customer={current_user.username}')

    _notify_admins_new_ticket(ticket)

    flash('Your message has been submitted. Our team will get back to you soon.', 'success')
    return redirect(url_for('support.chat'))


def _notify_admins_new_ticket(ticket):
    """Send email notification to all active admin users in a background thread."""
    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'

    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'),
                    )
                    mail.send(msg)
        except Exception as exc:
            logger.error('SUPPORT | email notification failed: %s', exc)

    threading.Thread(target=_send, daemon=True).start()


# ── Admin: ticket list ────────────────────────────────────────────────────────

@bp.route('/admin/tickets')
@login_required
@supervisor_required
def admin_tickets():
    status_filter = request.args.get('status', '')
    page          = request.args.get('page', 1, type=int)

    q = SupportTicket.query.order_by(SupportTicket.created_at.desc())
    if status_filter:
        q = q.filter(SupportTicket.status == status_filter)

    tickets = q.paginate(page=page, per_page=25, error_out=False)
    return render_template('support/admin_tickets.html',
                           tickets=tickets,
                           status_filter=status_filter)


# ── Admin: ticket detail + reply ──────────────────────────────────────────────

@bp.route('/admin/tickets/<int:ticket_id>', methods=['GET', 'POST'])
@login_required
@supervisor_required
def admin_ticket_detail(ticket_id):
    ticket = db.session.get(SupportTicket, ticket_id)
    if ticket is None:
        abort(404)

    if request.method == 'POST':
        action = request.form.get('action')

        if action == 'reply':
            body = request.form.get('body', '').strip()
            if not body:
                flash('Reply cannot be empty.', 'warning')
                return redirect(url_for('support.admin_ticket_detail', ticket_id=ticket_id))

            reply = SupportTicketReply(
                ticket_id  = ticket.id,
                user_id    = current_user.id,
                body       = body,
                created_at = now_eastern(),
            )
            db.session.add(reply)
            # Auto-advance status to answered if still open
            if ticket.status == 'open':
                ticket.status = 'answered'
            db.session.commit()

            log_action(ACTION_UPDATE, 'SupportTicket', ticket.id,
                       f'#{ticket.id}: {ticket.subject[:60]}',
                       f'reply added by {current_user.username}')

            _notify_customer_reply(ticket, reply)
            flash('Reply sent.', 'success')

        elif action == 'status':
            new_status = request.form.get('status', '')
            if new_status in ('open', 'answered', 'closed'):
                ticket.status = new_status
                db.session.commit()
                log_action(ACTION_UPDATE, 'SupportTicket', ticket.id,
                           f'#{ticket.id}: {ticket.subject[:60]}',
                           f'status={new_status}')
                flash(f'Ticket marked as {new_status}.', 'success')

        return redirect(url_for('support.admin_ticket_detail', ticket_id=ticket_id))

    replies = ticket.replies.order_by(SupportTicketReply.created_at.asc()).all()
    return render_template('support/admin_ticket_detail.html',
                           ticket=ticket,
                           replies=replies)


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:
        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'

    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'),
                )
                mail.send(msg)
        except Exception as exc:
            logger.error('SUPPORT | customer reply email failed: %s', exc)

    threading.Thread(target=_send, daemon=True).start()