Helpddesk/Modules/Helpdesk/Services/SlaService.php

<?php

declare(strict_types=1);

namespace Modules\Helpdesk\Services;

use App\Models\User;
use Illuminate\Database\Eloquent\Builder;
use Illuminate\Support\Carbon;
use Illuminate\Support\Facades\Schema;
use Modules\Helpdesk\Models\Comment;
use Modules\Helpdesk\Models\SlaPolicy;
use Modules\Helpdesk\Models\Ticket;
use Modules\Helpdesk\Models\TicketSlaEvent;

final class SlaService
{
    public function applyPolicy(Ticket $ticket): Ticket
    {
        $policy = $this->policyFor($ticket);

        if (! $policy) {
            return $ticket;
        }

        $createdAt = $ticket->created_at ?? now();
        $ticket->forceFill([
            'sla_policy_id' => $policy->id,
            'sla_first_response_due_at' => $createdAt->copy()->addMinutes($policy->first_response_minutes),
            'sla_resolution_due_at' => $createdAt->copy()->addMinutes($policy->resolution_minutes),
        ])->save();

        TicketSlaEvent::query()->create([
            'ticket_id' => $ticket->id,
            'sla_policy_id' => $policy->id,
            'event' => 'sla.policy_applied',
            'due_at' => $ticket->sla_resolution_due_at,
            'occurred_at' => now(),
            'meta' => ['policy' => $policy->name],
        ]);

        return $ticket->fresh() ?? $ticket;
    }

    /**
     * Record a public ticket response and satisfy the first-response SLA.
     *
     * A public Helpdesk response is deliberate customer-visible communication,
     * so it must satisfy the first-response SLA even in local/single-user
     * support workflows where the same authenticated user may be testing both
     * sides of the ticket conversation.
     */
    public function recordPublicResponse(Ticket $ticket, User $actor): void
    {
        $respondedAt = now();

        if ($ticket->first_response_at === null) {
            $this->markFirstResponse($ticket, $respondedAt, $actor);
        }

        $ticket->increment('public_replies_count');
    }

    /**
     * Rebuild first-response SLA state from the earliest public comment.
     *
     * This keeps older tickets correct when public comments existed before the
     * explicit Public/Internal selector was added or when counters were manually
     * changed outside the SLA service.
     */
    public function syncFirstResponseFromComments(Ticket $ticket): void
    {
        if ($ticket->first_response_at !== null) {
            return;
        }

        /** @var Builder<Comment> $query */
        $query = Comment::query()
            ->where('ticket_id', $ticket->id)
            ->where('is_internal', false)
            ->with('user')
            ->oldest('created_at');

        if (Schema::hasColumn('helpdesk_comments', 'tombstoned_at')) {
            $query->whereNull('tombstoned_at');
        }

        /** @var Comment|null $firstPublicComment */
        $firstPublicComment = $query->first();

        if ($firstPublicComment === null) {
            return;
        }

        $this->markFirstResponse($ticket, $firstPublicComment->created_at ?? now(), $firstPublicComment->user);
    }

    private function markFirstResponse(Ticket $ticket, mixed $respondedAt, ?User $actor = null): void
    {
        $respondedAt = $respondedAt instanceof Carbon
            ? $respondedAt
            : now();

        $breached = $ticket->sla_first_response_due_at !== null
            && $respondedAt->greaterThan($ticket->sla_first_response_due_at);

        $ticket->forceFill([
            'first_response_at' => $respondedAt,
            'sla_first_response_breached_at' => $breached ? $respondedAt : null,
        ])->save();

        TicketSlaEvent::query()->firstOrCreate(
            [
                'ticket_id' => $ticket->id,
                'event' => 'sla.first_response',
            ],
            [
                'sla_policy_id' => $ticket->sla_policy_id,
                'due_at' => $ticket->sla_first_response_due_at,
                'occurred_at' => $respondedAt,
                'breached' => $breached,
                'meta' => [
                    'actor_id' => $actor?->id,
                    'actor_name' => $actor?->name,
                    'response_seconds' => max(0, ($ticket->created_at ?? $respondedAt)->diffInSeconds($respondedAt)),
                ],
            ],
        );
    }

    public function recordClosure(Ticket $ticket): void
    {
        $breached = $ticket->sla_resolution_due_at !== null && now()->greaterThan($ticket->sla_resolution_due_at);
        $ticket->forceFill(['sla_resolution_breached_at' => $breached ? now() : $ticket->sla_resolution_breached_at])->save();
        TicketSlaEvent::query()->create([
            'ticket_id' => $ticket->id,
            'sla_policy_id' => $ticket->sla_policy_id,
            'event' => 'sla.resolved',
            'due_at' => $ticket->sla_resolution_due_at,
            'occurred_at' => now(),
            'breached' => $breached,
            'meta' => [
                'resolved_seconds' => max(0, ($ticket->created_at ?? now())->diffInSeconds(now())),
            ],
        ]);
    }

    public function refreshBreaches(Ticket $ticket): void
    {
        $updates = [];
        if ($ticket->first_response_at === null && $ticket->sla_first_response_due_at !== null && now()->greaterThan($ticket->sla_first_response_due_at)) {
            $updates['sla_first_response_breached_at'] = $ticket->sla_first_response_breached_at ?? now();
        }
        if ($ticket->completed_at === null && $ticket->sla_resolution_due_at !== null && now()->greaterThan($ticket->sla_resolution_due_at)) {
            $updates['sla_resolution_breached_at'] = $ticket->sla_resolution_breached_at ?? now();
        }
        if ($updates !== []) {
            $ticket->forceFill($updates)->save();
        }
    }

    private function policyFor(Ticket $ticket): ?SlaPolicy
    {
        return SlaPolicy::query()
            ->where('is_active', true)
            ->orderByRaw('CASE WHEN priority_id = ? THEN 0 WHEN priority_id IS NULL THEN 1 ELSE 2 END', [$ticket->priority_id])
            ->orderByRaw('CASE WHEN category_id = ? THEN 0 WHEN category_id IS NULL THEN 1 ELSE 2 END', [$ticket->category_id])
            ->orderByDesc('is_default')
            ->first();
    }
}