snglpi/src/models/ticketGlpiModel.js

// src/models/ticketGlpiModel.js
const glpiPool = require('../data/glpiDataBase');
const { logInfo, logError } = require('../utils/logger');

class TicketGlpiModel {
    // Mapeamento de status ServiceNow → GLPI
    static mapStatus(snState) {
        const statusMap = {
            '1': 1,  // Aguardando Atendimento → Novo
            '2': 2,  // Em Andamento → Em andamento
            '3': 3,  // Pendente → Pendente
            '6': 5,  // Resolvido → Resolvido
            '7': 6   // Fechado → Fechado
        };
        return statusMap[snState] || 1;
    }

    // Mapeamento de prioridade
    static mapPriority(snPriority) {
        const priorityMap = {
            '1': 5,  // Crítico → Muito alta
            '2': 4,  // Alto → Alta
            '3': 3,  // Moderado → Média
            '4': 2,  // Baixo → Baixa
            '5': 1   // Planejamento → Muito baixa
        };
        return priorityMap[snPriority] || 3;
    }

    // Mapeamento de categoria
    static mapCategory(shortDescription) {
        const categoryMap = {
            'Problemas com Telefonia Fixa': 5717,  // PABX IP Nuvem
            'Problemas com Internet': 5720,        // Link Dedicado
            'Problemas com Wi-Fi/Rede Corporativa': 5722, // Wifi
            'Wi-fi Clientes': 5722                 // Wifi
        };
        return categoryMap[shortDescription] || 5717;
    }

    // Criar ticket no GLPI
    static async createTicket(snTicket, mapping) {
        const connection = await glpiPool.getConnection();
        
        try {
            await connection.beginTransaction();

            // 1. Preparar dados para o GLPI
            const glpiTicketData = {
                entities_id: mapping.entityId || 1371,
                name: snTicket.short_description?.value || 'Sem título',
                date: snTicket.sys_created_on?.value ? new Date(snTicket.sys_created_on.value) : new Date(),
                date_mod: snTicket.sys_updated_on?.value ? new Date(snTicket.sys_updated_on.value) : new Date(),
                status: this.mapStatus(snTicket.state?.value),
                users_id_recipient: mapping.userId || 917,
                requesttypes_id: 1,
                content: snTicket.description?.value || '',
                urgency: this.mapUrgency(snTicket.urgency?.value),
                impact: this.mapImpact(snTicket.impact?.value),
                priority: this.mapPriority(snTicket.priority?.value),
                type: 1, // Incidente
                itilcategories_id: this.mapCategory(snTicket.short_description?.value),
                global_validation: 1,
                date_creation: snTicket.sys_created_on?.value ? new Date(snTicket.sys_created_on.value) : new Date()
            };

            // 2. Inserir ticket principal
            const ticketQuery = `
                INSERT INTO glpi_tickets SET ?
            `;

            const [ticketResult] = await connection.execute(ticketQuery, [glpiTicketData]);
            const ticketId = ticketResult.insertId;

            // 3. Adicionar requerente
            const requesterQuery = `
                INSERT INTO glpi_tickets_users 
                (tickets_id, users_id, type, use_notification, alternative_email) 
                VALUES (?, ?, 1, 1, '')
            `;
            await connection.execute(requesterQuery, [ticketId, mapping.userId || 917]);

            // 4. Adicionar grupo
            const groupQuery = `
                INSERT INTO glpi_groups_tickets 
                (tickets_id, groups_id, type) 
                VALUES (?, ?, 2)
            `;
            await connection.execute(groupQuery, [ticketId, mapping.groupId || 30]);

            await connection.commit();

            logInfo(`✅ Ticket GLPI criado: ${ticketId}`, {
                glpi_ticket_id: ticketId,
                sn_ticket_number: snTicket.number?.value,
                location: snTicket.location?.display_value
            });

            return ticketId;

        } catch (error) {
            await connection.rollback();
            logError(error, `❌ Erro ao criar ticket GLPI para ${snTicket.number?.value}`);
            throw error;
        } finally {
            connection.release();
        }
    }

    // Verificar se ticket já existe no GLPI
    static async ticketExists(snTicketNumber) {
        try {
            const query = `
                SELECT id FROM glpi_tickets 
                WHERE name LIKE ? OR content LIKE ?
                LIMIT 1
            `;

            const [rows] = await glpiPool.execute(query, [
                `%${snTicketNumber}%`,
                `%${snTicketNumber}%`
            ]);

            return rows.length > 0 ? rows[0].id : null;
        } catch (error) {
            logError(error, 'Erro ao verificar ticket existente');
            return null;
        }
    }
}

module.exports = TicketGlpiModel;