snglpi/src/models/ticketSnModel.js

const pool = require('../data/database');
const { logInfo, logError } = require('../utils/logger');

class TicketSnModel {

    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, justificativa, opened_at, tipo)
            VALUES ($1, $2, $3, $4, $5, $6, $7, $8, $9, $10, $11, $12, $13, $14)
            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,
                justificativa = EXCLUDED.justificativa,
                opened_at = EXCLUDED.opened_at,
                tipo = EXCLUDED.tipo
            RETURNING id, (xmax = 0) AS "wasInserted"`;

        const ticketNumber = typeof ticketData.number === 'object' ? ticketData.number?.value : ticketData.number;
        let callerName, callerEmail, ramal, telefone, justificativa, sysId, shortDescription, state, description, locationId, locationName, openedAt;
        

        if (typeTicket === 'incidente') {
            callerName = ticketData.caller_id?.display_value;
            const emailObject = ticketData['caller_id.email'] || {};
            callerEmail = (typeof emailObject === 'object' ? emailObject.value : emailObject) || null;
            ramal = null; // Incidentes não têm essa variável por padrão
            telefone = ticketData['caller_id.phone'] || ticketData['caller_id.mobile_phone'] || null; // Incidentes não têm essa variável por padrão
            sysId = ticketData.sys_id || null;
            shortDescription = ticketData.short_description || null;
            state = ticketData.state || null;
            description = ticketData.description || null;
            justificativa = null;
            const locationLink = ticketData.location?.link;
            locationId = locationLink ? locationLink.substring(locationLink.lastIndexOf('/') + 1) : null;
            locationName = ticketData.location?.display_value || null;
            openedAt = ticketData.opened_at || null;
        } else { // 'requisicao'
            callerName = ticketData.opened_by?.display_value || null;
            callerEmail = ticketData['opened_by.email'] || null;
            ramal = ticketData['variables.numero_ramal'] || null;
            telefone = ticketData['variables.telephone_favorecido_rh'] || ticketData['variables.telephone_favorecido_ti'] || ticketData.telefone || null;
            sysId = ticketData.sys_id || null;
            shortDescription = ticketData.short_description || null;
            state = ticketData.state || null;
            description = ticketData.description || null;
            justificativa = ticketData.justificativa || null;
            const locationLink = ticketData.location?.link;
            locationId = locationLink ? locationLink.substring(locationLink.lastIndexOf('/') + 1) : null;
            locationName = ticketData.location?.display_value || null;
            openedAt = ticketData.opened_at || null;
        }

        const values = [
            ticketNumber,
            sysId,
            shortDescription,
            state,
            description,
            callerName,
            callerEmail,
            locationId,
            locationName,
            ramal,
            telefone,
            justificativa,
            openedAt 
                ? (typeof openedAt === 'string' && openedAt.includes('/') 
                    ? new Date(openedAt.replace(/(\d{2})\/(\d{2})\/(\d{4})/, '$3-$2-$1')) 
                    : new Date(openedAt)) 
                : null,
            typeTicket
        ];

        
        try {
            const result = await pool.query(query, values);
            const wasInserted = result.rows[0].wasInserted;
            
            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 { id: result.rows[0].id, wasInserted };
        } catch (error) {
            logError(error, `❌ Erro ao salvar ticket ${values[0]}`);
            throw error;
        }
    }

    static async getPendingTickets() {
        try {
            const query = `
                SELECT 
                    tsync.id AS ticket_sync_id,
                    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.justificativa,
                    ts.opened_at,
                    ts.tipo,
                    ts.created_at,
                    ts.updated_at,
                    tsync.glpi_ticket_id
                FROM tickets_sn ts
                LEFT JOIN ticket_sync tsync ON ts.id = tsync.sn_ticket_id
                WHERE tsync.glpi_sync_status = 'pending_check'
                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 [];
        }
    }

    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;
        }
    }

    static async getStatus(ticketId) {
        try {
            const query = `
                SELECT status,tipo FROM tickets_sn 
                WHERE id = $1`;
            const result = await pool.query(query, [ticketId]);
            return result.rows || null;    
        } catch (error) {
            logError(error, `❌ Erro ao buscar status do ticket: ${ticketId}`);
            return null;
        }
    }

    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;
        }
    }

    static async updateTicket(ticketId, updateData) {
        try {
            const fields = [];
            const values = [];
            let paramCount = 1;

            for (const [key, value] of Object.entries(updateData)) {
                fields.push(`${key} = $${paramCount}`);
                values.push(value);
                paramCount++;
            }

            fields.push(`updated_at = NOW()`);
            
            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 serve como a camada de acesso a dados para a tabela `tickets_sn`, que armazena uma cópia local dos dados dos tickets do ServiceNow.
 * Manter uma cópia local otimiza as consultas e reduz a dependência de chamadas de API repetitivas ao ServiceNow.
 *
 * Principais Funcionalidades:
 * - `saveTicket(ticketData, typeTicket)`: Insere um novo ticket ou atualiza um existente (UPSERT) na tabela `tickets_sn`. Ele mapeia de forma inteligente os campos de incidentes e requisições, que possuem estruturas diferentes na API do ServiceNow. Retorna se o registro foi inserido ou atualizado.
 * - `getPendingTickets()`: Busca todos os tickets que estão no estado 'pending_check', indicando que foram coletados do ServiceNow mas ainda não foram processados para criação no GLPI.
 * - Funções de Busca (`findByTicketNumber`, `findById`, `getStatus`): Métodos para recuperar registros de tickets ou seus status com base em diferentes identificadores.
 * - `updateTicket(ticketId, updateData)`: Atualiza dinamicamente os campos de um registro de ticket existente.
 */
module.exports = TicketSnModel;