319 lines
12 KiB
Python
319 lines
12 KiB
Python
import os
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import logging
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from flask import (Blueprint, render_template, redirect, url_for,
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flash, request, current_app, jsonify, abort)
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from flask_login import login_required, current_user
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from app import db
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from app.models.support import SupportTicket, SupportTicketReply
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from app.models.user import User
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from app.models.facility import Facility
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from app.utils.decorators import supervisor_required
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from app.utils.scope import get_customer_scope
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from app.utils.audit import log_action, ACTION_CREATE, ACTION_UPDATE
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from app.utils.time_utils import now_eastern
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from app.utils.notifications import notify
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bp = Blueprint('support', __name__, url_prefix='/support')
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logger = logging.getLogger(__name__)
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# ── Groq system prompt ────────────────────────────────────────────────────────
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_SYSTEM_PROMPT = """\
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You are JQC Support, a friendly assistant for customers of JQC (Janitorial Quality Control), \
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a commercial cleaning quality management platform.
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Help customers with:
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- Navigating the portal: Dashboard, Inspections, Issues, Reports pages
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- Inspection scores: 90%+ = Excellent, 70-89% = Satisfactory, below 70% = Needs Improvement
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- SLA timelines: Critical issues = 4 h, High = 24 h, Medium = 72 h, Low = 168 h
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- Issue statuses: Open → In Progress → Pending Verification → Resolved
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- Following issues to receive email/in-app update notifications
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- Reporting new cleaning concerns via the Issues > Log Issue page
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- Understanding facility scorecards and trend charts in Reports
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Rules:
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- Keep answers concise (3-5 sentences max) and friendly.
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- Never invent specific staff names, contract prices, schedules, or contact numbers.
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- If the customer has an access problem, billing question, or a concern you genuinely \
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cannot resolve through guidance, say so clearly and suggest they click \
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"Submit to Support" to reach the admin team directly.\
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"""
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# Preset FAQ questions shown as quick-reply chips on first load
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FAQS = [
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{'icon': 'bi-clipboard-check', 'text': 'How do I view my inspection reports?'},
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{'icon': 'bi-graph-up', 'text': 'What do inspection scores mean?'},
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{'icon': 'bi-exclamation-circle','text': 'How do I track an open issue?'},
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{'icon': 'bi-megaphone', 'text': 'How do I report a cleaning concern?'},
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{'icon': 'bi-alarm', 'text': 'What is SLA and how does it work?'},
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{'icon': 'bi-bell', 'text': 'How do I get notified on issue updates?'},
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]
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# ── Customer chat page ────────────────────────────────────────────────────────
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@bp.route('/chat')
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@login_required
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def chat():
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if current_user.role != 'customer':
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return redirect(url_for('support.admin_tickets'))
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cids = get_customer_scope(current_user) or []
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facilities = (Facility.query
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.filter(Facility.id.in_(cids), Facility.active == True)
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.order_by(Facility.name).all()) if cids else []
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groq_ready = bool(os.environ.get('GROQ_API_KEY'))
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return render_template('support/chat.html',
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faqs=FAQS,
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facilities=facilities,
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groq_ready=groq_ready)
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# ── Groq chat AJAX endpoint ───────────────────────────────────────────────────
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@bp.route('/chat/message', methods=['POST'])
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@login_required
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def chat_message():
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if current_user.role != 'customer':
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return jsonify({'error': 'Forbidden'}), 403
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api_key = os.environ.get('GROQ_API_KEY')
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if not api_key:
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return jsonify({'reply': (
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"I'm sorry, the AI assistant isn't configured right now. "
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"Please use the **Submit to Support** form to reach our team directly."
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)})
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data = request.get_json(silent=True) or {}
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history = data.get('messages', []) # list of {role, content} dicts
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user_message = data.get('message', '').strip()
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if not user_message:
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return jsonify({'error': 'Empty message'}), 400
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try:
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from groq import Groq
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client = Groq(api_key=api_key)
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messages = [{'role': 'system', 'content': _SYSTEM_PROMPT}]
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# Append prior conversation (cap at last 20 turns to control token usage)
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for m in history[-20:]:
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if m.get('role') in ('user', 'assistant') and m.get('content'):
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messages.append({'role': m['role'], 'content': m['content']})
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messages.append({'role': 'user', 'content': user_message})
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model = os.environ.get('GROQ_MODEL', 'llama-3.3-70b-versatile')
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completion = client.chat.completions.create(
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model=model,
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messages=messages,
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max_tokens=512,
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temperature=0.5,
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)
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reply = completion.choices[0].message.content.strip()
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return jsonify({'reply': reply})
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except Exception as exc:
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logger.error('SUPPORT | Groq error: %s', exc)
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return jsonify({'reply': (
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"I ran into a problem reaching the AI assistant. "
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"Please try again, or use **Submit to Support** to contact our team."
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)})
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# ── Submit support ticket ─────────────────────────────────────────────────────
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@bp.route('/tickets', methods=['POST'])
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@login_required
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def submit_ticket():
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if current_user.role != 'customer':
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abort(403)
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subject = request.form.get('subject', '').strip()
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body = request.form.get('body', '').strip()
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facility_id = request.form.get('facility_id', type=int)
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if not subject or not body:
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flash('Please fill in both subject and description.', 'warning')
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return redirect(url_for('support.chat'))
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# Validate facility belongs to this customer
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cids = get_customer_scope(current_user) or []
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if facility_id and facility_id not in cids:
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facility_id = None
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ticket = SupportTicket(
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customer_id = current_user.id,
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facility_id = facility_id,
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subject = subject,
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body = body,
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status = 'open',
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created_at = now_eastern(),
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)
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db.session.add(ticket)
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db.session.commit()
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log_action(ACTION_CREATE, 'SupportTicket', ticket.id,
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f'#{ticket.id}: {subject[:60]}',
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f'customer={current_user.username}')
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_notify_admins_new_ticket(ticket)
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flash('Your message has been submitted. Our team will get back to you soon.', 'success')
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return redirect(url_for('support.my_tickets'))
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# ── Customer: my tickets list ─────────────────────────────────────────────────
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@bp.route('/my-tickets')
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@login_required
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def my_tickets():
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if current_user.role != 'customer':
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abort(403)
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tickets = (SupportTicket.query
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.filter_by(customer_id=current_user.id)
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.order_by(SupportTicket.created_at.desc())
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.all())
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return render_template('support/my_tickets.html', tickets=tickets)
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# ── Customer: ticket detail ───────────────────────────────────────────────────
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@bp.route('/my-tickets/<int:ticket_id>')
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@login_required
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def my_ticket_detail(ticket_id):
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if current_user.role != 'customer':
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abort(403)
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ticket = db.session.get(SupportTicket, ticket_id)
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if ticket is None or ticket.customer_id != current_user.id:
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abort(404)
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replies = ticket.replies.order_by(SupportTicketReply.created_at.asc()).all()
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return render_template('support/my_ticket_detail.html',
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ticket=ticket, replies=replies)
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def _notify_admins_new_ticket(ticket):
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"""Create in-app notifications and send emails to all active admin users."""
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admins = User.query.filter_by(role='admin', active=True).all()
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if not admins:
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return
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customer_label = ticket.customer.display_name if ticket.customer else 'Unknown'
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facility_label = ticket.facility.name if ticket.facility else 'N/A'
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link = url_for('support.admin_ticket_detail', ticket_id=ticket.id)
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title = f'New support ticket #{ticket.id} from {customer_label}'
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body = (f'Subject: {ticket.subject}\n'
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f'Facility: {facility_label}\n\n'
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f'{ticket.body[:300]}{"…" if len(ticket.body) > 300 else ""}')
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for admin in admins:
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notify(
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recipient = admin,
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title = title,
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body = body,
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link = link,
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send_email = True,
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)
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db.session.commit()
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# ── Admin: ticket list ────────────────────────────────────────────────────────
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@bp.route('/admin/tickets')
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@login_required
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@supervisor_required
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def admin_tickets():
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status_filter = request.args.get('status', '')
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page = request.args.get('page', 1, type=int)
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q = SupportTicket.query.order_by(SupportTicket.created_at.desc())
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if status_filter:
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q = q.filter(SupportTicket.status == status_filter)
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tickets = q.paginate(page=page, per_page=25, error_out=False)
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return render_template('support/admin_tickets.html',
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tickets=tickets,
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status_filter=status_filter)
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# ── Admin: ticket detail + reply ──────────────────────────────────────────────
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@bp.route('/admin/tickets/<int:ticket_id>', methods=['GET', 'POST'])
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@login_required
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@supervisor_required
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def admin_ticket_detail(ticket_id):
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ticket = db.session.get(SupportTicket, ticket_id)
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if ticket is None:
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abort(404)
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if request.method == 'POST':
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action = request.form.get('action')
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if action == 'reply':
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body = request.form.get('body', '').strip()
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if not body:
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flash('Reply cannot be empty.', 'warning')
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return redirect(url_for('support.admin_ticket_detail', ticket_id=ticket_id))
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reply = SupportTicketReply(
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ticket_id = ticket.id,
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user_id = current_user.id,
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body = body,
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created_at = now_eastern(),
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)
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db.session.add(reply)
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# Auto-advance status to answered if still open
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if ticket.status == 'open':
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ticket.status = 'answered'
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db.session.commit()
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log_action(ACTION_UPDATE, 'SupportTicket', ticket.id,
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f'#{ticket.id}: {ticket.subject[:60]}',
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f'reply added by {current_user.username}')
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_notify_customer_reply(ticket, reply)
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flash('Reply sent.', 'success')
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elif action == 'status':
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new_status = request.form.get('status', '')
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if new_status in ('open', 'answered', 'closed'):
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ticket.status = new_status
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db.session.commit()
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log_action(ACTION_UPDATE, 'SupportTicket', ticket.id,
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f'#{ticket.id}: {ticket.subject[:60]}',
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f'status={new_status}')
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flash(f'Ticket marked as {new_status}.', 'success')
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return redirect(url_for('support.admin_ticket_detail', ticket_id=ticket_id))
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replies = ticket.replies.order_by(SupportTicketReply.created_at.asc()).all()
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return render_template('support/admin_ticket_detail.html',
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ticket=ticket,
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replies=replies)
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def _notify_customer_reply(ticket, reply):
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"""Create an in-app notification and send an email to the customer."""
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if not ticket.customer:
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return
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admin_name = reply.author.display_name if reply.author else 'Support Team'
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title = f'Reply to your support request #{ticket.id}'
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body = (f'{admin_name} replied to your ticket "{ticket.subject}":\n\n'
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f'{reply.body[:400]}{"…" if len(reply.body) > 400 else ""}')
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link = url_for('support.my_ticket_detail', ticket_id=ticket.id)
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notify(
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recipient = ticket.customer,
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title = title,
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body = body,
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link = link,
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send_email = True,
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)
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db.session.commit()
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