intra_max_chatbot/bot/handlers/view_tickets.py

"""
Обработчики просмотра заявок (Intradesk).

Навигация через callback payload — все переходы редактируют текущее сообщение:
  "view_tickets"          → список, страница 0
  "itickets_page:{n}"    → список, страница n
  "iticket_detail:{id}"  → карточка задачи
  "main_menu"            → в menu.py
"""
import re

from maxapi.context import BaseContext
from maxapi.dispatcher import Router
from maxapi.filters import F
from maxapi.types.updates.message_callback import MessageCallback

from bot.filters import PayloadStartsWith
from bot.keyboards import intradesk_tasks_list_kb, iticket_detail_kb
from bot.send_helper import bot_reply
from database.connection import get_db
from database.queries.intradesk import (
    count_tasks_for_local_org,
    get_task_for_local_org,
    get_tasks_for_local_org,
)
from external.intradesk_api import get_task_last_comment

router = Router(router_id="view_tickets")

_PAGE_SIZE = 8


def _status_icon(status_name: str) -> str:
    sn = status_name.lower()
    if "выполнен" in sn:
        return "🟢"
    if "работ" in sn:
        return "🟡"
    if "открыт" in sn:
        return "🔴"
    return "⚪"


def _priority_icon(priority_name: str) -> str:
    pn = priority_name.lower()
    if "критич" in pn:
        return "🔴"
    if "высок" in pn:
        return "🟠"
    if "средн" in pn:
        return "🟡"
    return "⚪"


async def _tasks_page_text(org_id: int, page: int) -> tuple[str, list[dict], int]:
    """Возвращает (текст, задачи, всего)."""
    db = get_db()
    tasks = await get_tasks_for_local_org(db, org_id, page=page, page_size=_PAGE_SIZE)
    total = await count_tasks_for_local_org(db, org_id)
    if not tasks:
        return "📭 У вашей организации пока нет заявок.", [], 0
    pages = max(1, -(-total // _PAGE_SIZE))
    text = f"📋 Заявки — стр. {page + 1} из {pages} (всего: {total}):"
    return text, tasks, total


@router.message_callback(F.callback.payload == "view_tickets")
async def cb_view_tickets(
    event: MessageCallback, context: BaseContext, bot_user: dict
) -> None:
    await event.answer(notification="")
    text, tasks, total = await _tasks_page_text(bot_user["org_id"], 0)
    kb = intradesk_tasks_list_kb(tasks, page=0, total=total) if tasks else None
    await bot_reply(
        event,
        text=text,
        attachments=[kb] if kb else None,
        user_id=bot_user["max_user_id"],
        chat_id=event.message.recipient.chat_id if event.message else None,
    )


@router.message_callback(PayloadStartsWith("itickets_page:"))
async def cb_itickets_page(
    event: MessageCallback, context: BaseContext, bot_user: dict
) -> None:
    await event.answer(notification="")
    try:
        page = int(event.callback.payload.split(":")[1])
    except (IndexError, ValueError):
        page = 0
    text, tasks, total = await _tasks_page_text(bot_user["org_id"], page)
    kb = intradesk_tasks_list_kb(tasks, page=page, total=total) if tasks else None
    await bot_reply(
        event,
        text=text,
        attachments=[kb] if kb else None,
        user_id=bot_user["max_user_id"],
        chat_id=event.message.recipient.chat_id if event.message else None,
    )


@router.message_callback(PayloadStartsWith("iticket_detail:"))
async def cb_iticket_detail(
    event: MessageCallback, context: BaseContext, bot_user: dict
) -> None:
    try:
        task_id = int(event.callback.payload.split(":")[1])
    except (IndexError, ValueError):
        await event.answer(notification="Ошибка")
        return

    db = get_db()
    task = await get_task_for_local_org(db, task_id, bot_user["org_id"])

    if task is None:
        await event.answer(notification="Нет доступа")
        return

    await event.answer(notification="")

    sicon = _status_icon(task.get("status_name") or "")
    picon = _priority_icon(task.get("priority_name") or "")

    num = task.get("task_number") or task["id"]
    lines = [
        f"📌 Заявка #{num}",
        f"Статус: {sicon} {task.get('status_name') or '—'}",
        f"Приоритет: {picon} {task.get('priority_name') or '—'}",
    ]
    if task.get("service_name"):
        lines.append(f"Сервис: {task['service_name']}")
    if task.get("executor_name"):
        lines.append(f"Исполнитель: {task['executor_name']}")
    lines.append(f"Создана: {(task.get('created_at') or '')[:10] or '—'}")
    lines.append(f"Обновлена: {(task.get('updated_at') or '')[:10] or '—'}")

    if task.get("name"):
        lines += ["", f"📄 {task['name']}"]

    if task.get("description"):
        desc = re.sub(r"<[^>]+>", "", task["description"]).strip()
        if desc:
            if len(desc) > 800:
                desc = desc[:800] + "…"
            lines += ["", f"💬 {desc}"]

    # Последний комментарий — запрашиваем из Intradesk API
    comment = await get_task_last_comment(task["id"])
    if comment and comment.get("text"):
        ctext = comment["text"]
        if len(ctext) > 500:
            ctext = ctext[:500] + "…"
        lines += [
            "",
            f"💭 Последний комментарий ({comment['date']}):",
            f"    {ctext}",
            f"    — {comment['author']}",
        ]

    await bot_reply(
        event,
        text="\n".join(lines),
        attachments=[iticket_detail_kb()],
        user_id=bot_user["max_user_id"],
        chat_id=event.message.recipient.chat_id if event.message else None,
    )