snglpi/src/models/ticketSnModel.js

// src/models/ticketSnModel.js
const pool = require('../data/database');
const { logInfo, logError, logWarning } = require('../utils/logger');

class TicketSnModel {

    // Salva ou atualiza um ticket no banco de dados
    static async saveTicket(ticketData, typeTicket) {
        const query = `
            INSERT INTO tickets_sn 
            (ticket_number, sys_id, short_description, status, description, caller_id, caller_email, 
            location_id, location_name, ramal, telefone, opened_at, tipo)
            VALUES ($1, $2, $3, $4, $5, $6, $7, $8, $9, $10, $11, $12, $13)
            ON CONFLICT (ticket_number) 
            DO UPDATE SET
                sys_id = EXCLUDED.sys_id,
                short_description = EXCLUDED.short_description,
                status = EXCLUDED.status,
                description = EXCLUDED.description,
                caller_id = EXCLUDED.caller_id,
                caller_email = EXCLUDED.caller_email,
                location_id = EXCLUDED.location_id,
                location_name = EXCLUDED.location_name,
                ramal = EXCLUDED.ramal,
                telefone = EXCLUDED.telefone,
                opened_at = EXCLUDED.opened_at,
                tipo = EXCLUDED.tipo,
                updated_at = NOW()
            RETURNING id, xmax = 0 as inserted`;

        const values = [
            ticketData.number?.value || null,
            ticketData.sys_id?.value || null,
            ticketData.short_description?.value || null,
            ticketData.state?.display_value || null,
            ticketData.description?.value || null,
            ticketData.opened_by?.display_value || null,
            ticketData.sys_created_by?.display_value || null,
            ticketData.location?.value || null,
            ticketData.location?.display_value || null,
            ticketData['variables.numero_ramal']?.value || null,
            ticketData['variables.telephone_favorecido_rh']?.value || null,
            ticketData.opened_at?.value ? new Date(ticketData.opened_at.value) : null,
            typeTicket
        ];

        
        try {
            const result = await pool.query(query, values);
            const wasInserted = result.rows[0].inserted;
            
            if (wasInserted) {
                logInfo(`✅ NOVO ticket salvo! ID: ${result.rows[0].id}`, {
                    ticket_id: result.rows[0].id,
                    ticket_number: values[0],
                    action: 'insert'
                });
            } else {
                logInfo(`🔄 Ticket atualizado! ID: ${result.rows[0].id}`, {
                    ticket_id: result.rows[0].id,
                    ticket_number: values[0],
                    action: 'update'
                });
            }

            return result.rows[0].id;
        } catch (error) {
            logError(error, `❌ Erro ao salvar ticket ${values[0]}`);
            throw error;
        }
    }

    // Busca tickets que ainda não foram sincronizados com o GLPI
    static async getPendingTickets() {
        try {
            const query = `
                SELECT 
                    ts.id,
                    ts.ticket_number,
                    ts.short_description,
                    ts.description,
                    ts.status,
                    ts.caller_id,
                    ts.caller_email,
                    ts.location_id,
                    ts.location_name,
                    ts.ramal,
                    ts.telefone,
                    ts.opened_at,
                    ts.tipo,
                    ts.created_at,
                    ts.updated_at
                FROM tickets_sn ts
                LEFT JOIN ticket_sync tsync ON ts.id = tsync.sn_ticket_id
                WHERE tsync.id IS NULL 
                AND ts.status NOT IN ('Encerrado', 'Encerrado - Omitido')
                ORDER BY ts.opened_at 
            `;

            const result = await pool.query(query);
            logInfo(`📋 Tickets pendentes encontrados: ${result.rows.length}`);
            return result.rows;

        } catch (error) {
            logError(error, '❌ Erro ao buscar tickets pendentes');
            return [];
        }
    }

    // Busca um ticket pelo número
    static async findByTicketNumber(ticketNumber) {
        try {
            const query = `
                SELECT * FROM tickets_sn 
                WHERE ticket_number = $1
            `;

            const result = await pool.query(query, [ticketNumber]);
            return result.rows[0] || null;

        } catch (error) {
            logError(error, `❌ Erro ao buscar ticket por número: ${ticketNumber}`);
            return null;
        }
    }

    // Busca um ticket pelo ID
    static async findById(ticketId) {
        try {
            const query = `
                SELECT * FROM tickets_sn 
                WHERE id = $1
            `;

            const result = await pool.query(query, [ticketId]);
            return result.rows[0] || null;

        } catch (error) {
            logError(error, `❌ Erro ao buscar ticket por ID: ${ticketId}`);
            return null;
        }
    }

    // Atualiza os dados de um ticket
    static async updateTicket(ticketId, updateData) {
        try {
            const fields = [];
            const values = [];
            let paramCount = 1;

            // Construir dinamicamente a query baseada nos campos fornecidos
            for (const [key, value] of Object.entries(updateData)) {
                fields.push(`${key} = $${paramCount}`);
                values.push(value);
                paramCount++;
            }

            // Adicionar updated_at
            fields.push(`updated_at = NOW()`);
            
            // Adicionar o ID no final dos valores
            values.push(ticketId);

            const query = `
                UPDATE tickets_sn 
                SET ${fields.join(', ')}
                WHERE id = $${paramCount}
                RETURNING *
            `;

            const result = await pool.query(query, values);

            if (result.rows.length > 0) {
                logInfo(`✅ Ticket atualizado: ${ticketId}`);
                return result.rows[0];
            }

            return null;

        } catch (error) {
            logError(error, `❌ Erro ao atualizar ticket ${ticketId}`);
            throw error;
        }
    }
}

/**
 * @module TicketSnModel
 * @description Este módulo fornece métodos para interagir com a tabela de tickets do ServiceNow (tickets_sn) no banco de dados.
 * Inclui funcionalidades para salvar um ticket, buscar tickets pendentes para sincronização com o GLPI,
 * e buscar/atualizar tickets específicos.
 *
 * A função saveTicket insere ou atualiza um ticket na tabela tickets_sn.
 * A função getPendingTickets busca tickets que ainda não foram sincronizados com o GLPI (não possuem registro em ticket_sync)
 * e ignora os tickets com status 'Encerrado' ou 'Encerrado - Omitido'.
 */
module.exports = TicketSnModel;