bellsystems-cp/backend/helpdesk/service.py

from datetime import datetime, timezone

from google.cloud.firestore_v1 import DocumentReference

from shared.firebase import get_db
from shared.exceptions import NotFoundError
from helpdesk.models import HelpdeskMessage

COLLECTION = "helpdesk"


def _convert_firestore_value(val):
    """Convert Firestore-specific types to strings."""
    if isinstance(val, datetime):
        return val.strftime("%d %B %Y at %H:%M:%S UTC%z")
    if isinstance(val, DocumentReference):
        return val.path
    return val


def _resolve_sender(db, sender_ref) -> tuple[str, str]:
    """Resolve a sender DocumentReference to (sender_id, sender_name)."""
    sender_id = ""
    sender_name = ""

    try:
        if isinstance(sender_ref, DocumentReference):
            doc = sender_ref.get()
            if doc.exists:
                data = doc.to_dict()
                sender_id = doc.id
                sender_name = data.get("display_name", "") or data.get("email", "")
        elif isinstance(sender_ref, str) and sender_ref.strip():
            # String path like "users/abc123"
            doc = db.document(sender_ref).get()
            if doc.exists:
                data = doc.to_dict()
                sender_id = doc.id
                sender_name = data.get("display_name", "") or data.get("email", "")
    except Exception as e:
        print(f"[helpdesk] Error resolving sender: {e}")

    return sender_id, sender_name


def _resolve_device_name(db, device_id: str) -> str:
    """Look up device_name from device_id."""
    if not device_id:
        return ""
    try:
        doc = db.collection("devices").document(device_id.strip()).get()
        if doc.exists:
            return doc.to_dict().get("device_name", "")
    except Exception as e:
        print(f"[helpdesk] Error resolving device name: {e}")
    return ""


def _doc_to_message(db, doc) -> HelpdeskMessage:
    """Convert a Firestore document snapshot to a HelpdeskMessage."""
    data = doc.to_dict()

    # Resolve sender reference
    sender_ref = data.get("sender")
    sender_id, sender_name = _resolve_sender(db, sender_ref)

    # Handle date_sent (could be Firestore Timestamp)
    date_sent = data.get("date_sent", "")
    if isinstance(date_sent, datetime):
        date_sent = date_sent.strftime("%d %B %Y at %H:%M:%S UTC%z")

    # Resolve device name if device_id present
    device_id = data.get("device_id", "")
    device_name = ""
    if device_id:
        device_name = _resolve_device_name(db, device_id)

    # Handle acknowledged_at
    acknowledged_at = data.get("acknowledged_at", "")
    if isinstance(acknowledged_at, datetime):
        acknowledged_at = acknowledged_at.strftime("%d %B %Y at %H:%M:%S UTC%z")

    return HelpdeskMessage(
        id=doc.id,
        sender_id=sender_id,
        sender_name=sender_name,
        type=data.get("type", ""),
        date_sent=date_sent,
        subject=data.get("subject", ""),
        message=data.get("message", ""),
        phone=data.get("phone", ""),
        device_id=device_id,
        device_name=device_name,
        acknowledged=data.get("acknowledged", False),
        acknowledged_by=data.get("acknowledged_by", ""),
        acknowledged_at=acknowledged_at,
    )


def list_messages(
    user_id: str | None = None,
    device_id: str | None = None,
    msg_type: str | None = None,
) -> list[HelpdeskMessage]:
    """List helpdesk messages with optional filters."""
    db = get_db()
    ref = db.collection(COLLECTION)
    query = ref

    if msg_type:
        query = query.where("type", "==", msg_type)

    if device_id:
        query = query.where("device_id", "==", device_id)

    docs = list(query.stream())
    results = []

    for doc in docs:
        msg = _doc_to_message(db, doc)

        # Filter by sender user_id client-side (sender is a DocumentReference)
        if user_id and msg.sender_id != user_id:
            continue

        results.append(msg)

    # Sort by date_sent descending
    results.sort(key=lambda m: m.date_sent or "", reverse=True)

    return results


def get_message(message_id: str) -> HelpdeskMessage:
    """Get a single helpdesk message by ID."""
    db = get_db()
    doc = db.collection(COLLECTION).document(message_id).get()
    if not doc.exists:
        raise NotFoundError("Helpdesk message")
    return _doc_to_message(db, doc)


def toggle_acknowledged(message_id: str, acknowledged_by: str = "") -> HelpdeskMessage:
    """Toggle the acknowledged status of a helpdesk message."""
    db = get_db()
    doc_ref = db.collection(COLLECTION).document(message_id)
    doc = doc_ref.get()
    if not doc.exists:
        raise NotFoundError("Helpdesk message")

    data = doc.to_dict()
    currently_acknowledged = data.get("acknowledged", False)
    now = datetime.now(timezone.utc).strftime("%d %B %Y at %H:%M:%S UTC")

    if currently_acknowledged:
        doc_ref.update({
            "acknowledged": False,
            "acknowledged_by": "",
            "acknowledged_at": "",
        })
    else:
        doc_ref.update({
            "acknowledged": True,
            "acknowledged_by": acknowledged_by,
            "acknowledged_at": now,
        })

    updated_doc = doc_ref.get()
    return _doc_to_message(db, updated_doc)