FEATURE: Chamados reabertos possuem uma nova coloração

.gitignore

@@ -8,3 +8,4 @@ servicenow_tickets.json
 location_mapping.log
 .env*
 !.env.example
+docs/checklist.md

src/controllers/processCommentsController.js

@@ -6,27 +6,27 @@ const TicketGlpiModel = require('../models/ticketGlpiModel');
 const { logInfo } = require('../utils/logger');
 
 const ensureReopenFromSNWhenGlpiSolved = async (ticket) => {
-    if (ticket.glpi_sync_status !== 'solved') {
+    const glpiStatus = await TicketGlpiModel.getTicketStatus(ticket.glpi_ticket_id);
-        return;
+    const glpiIsSolved = glpiStatus === 5;
+    if (!glpiIsSolved) {
+        return { reopened: false, glpiSolved: false };
     }
 
     const ticketSn = await TicketSnModel.findById(ticket.sn_ticket_id);
     if (!ticketSn) {
-        return;
+        return { reopened: false, glpiSolved: true };
     }
 
     const liveSnStatus = await fetchTicketLiveStatusFromServiceNow(ticketSn.sys_id, ticketSn.tipo);
     const snIsFinal = liveSnStatus === 'Resolvido' || liveSnStatus === 'Encerrado' || liveSnStatus === 'Encerrado - Omitido';
     if (snIsFinal) {
-        return;
+        return { reopened: false, glpiSolved: true };
     }
 
-    const glpiStatus = await TicketGlpiModel.getTicketStatus(ticket.glpi_ticket_id);
+    await TicketGlpiModel.updateStatus(ticket.glpi_ticket_id, 'Em Atendimento');
-    if (glpiStatus === 5) {
+    await TicketSyncModel.updateStatus(ticket.sn_ticket_id, 'synced', 'synced');
-        await TicketGlpiModel.updateStatus(ticket.glpi_ticket_id, 'Em Atendimento');
+    logInfo(`Reabertura detectada no SN para ticket ${ticket.sn_ticket_id}. GLPI ${ticket.glpi_ticket_id} retornou para Em Atendimento.`);
-        await TicketSyncModel.updateStatus(ticket.sn_ticket_id, 'synced', 'synced');
+    return { reopened: true, glpiSolved: true };
-        logInfo(`Reabertura detectada no SN para ticket ${ticket.sn_ticket_id}. GLPI ${ticket.glpi_ticket_id} retornou para Em Atendimento.`);
-    }
 };
 
 const processCommentsController = async () => {
@@ -34,11 +34,18 @@ const processCommentsController = async () => {
     logInfo(`Tickets em monitoramento: ${ticketsToMonitor.length}`);
 
     for (const ticket of ticketsToMonitor) {
-        await ensureReopenFromSNWhenGlpiSolved(ticket);
+        const reopenState = await ensureReopenFromSNWhenGlpiSolved(ticket);
+        const reopenedThisCycle = reopenState.reopened;
+        const glpiWasSolved = reopenState.glpiSolved;
+        if (glpiWasSolved && !reopenedThisCycle) {
+            logInfo(`Ticket ${ticket.glpi_ticket_id} permanece Solucionado no GLPI. Comentarios SN -> GLPI bloqueados ate reabertura.`);
+            await syncCommentsGlpitoSN(ticket);
+            continue;
+        }
 
         const comments = await fetchCommentsFromServiceNow(ticket);
         if (comments.length !== 0) {
-            await syncCommentsSNtoGlpi(comments, ticket);
+            await syncCommentsSNtoGlpi(comments, ticket, { highlightReopenContext: reopenedThisCycle });
         }
 
         await syncCommentsGlpitoSN(ticket);

src/services/glpiCommentService.js

@@ -28,7 +28,7 @@ const normalizeAuthorName = (rawAuthor) => {
     return toTitleCase(normalizedRaw);
 };
 
-const formatSNUpdateForGlpi = (update) => {
+const formatSNUpdateForGlpi = (update, options = {}) => {
     const escapeHtml = (value) => String(value || '')
         .replace(/&/g, '&')
         .replace(/</g, '&lt;')
@@ -39,6 +39,9 @@ const formatSNUpdateForGlpi = (update) => {
     const content = escapeHtml(update.content || '');
     const isAutomaticTask = update.update_type === 'task' && /registro alterado por:/i.test(String(update.content || ''));
     const isSnClosureMessage = update.update_type === 'comment' && /chamado resolvido|chamado encerrado/i.test(String(update.content || ''));
+    const isSnReopenMessageByText = update.update_type === 'comment' && /reabert|reopen/i.test(String(update.content || ''));
+    const isSnReopenMessageByContext = Boolean(options.isReopenContextComment);
+    const isSnReopenMessage = isSnReopenMessageByText || isSnReopenMessageByContext;
 
     if (isAutomaticTask) {
         return `
@@ -59,6 +62,14 @@ const formatSNUpdateForGlpi = (update) => {
 </div>`;
     }
 
+    if (isSnReopenMessage) {
+        return `
+<div style="border:1px solid #9ae6b4; border-left:4px solid #2f855a; background:#f0fff4; padding:12px; border-radius:4px;">
+  <div style="font-weight:700; color:#22543d; margin-bottom:6px;">Reabertura de chamado no ServiceNow</div>
+  <div style="color:#276749; font-size:12px; white-space: pre-wrap;">${content}</div>
+</div>`;
+    }
+
     return `
 <div style="border:1px solid #d6e9ff; border-left:4px solid #2b6cb0; background:#f7fbff; padding:12px; border-radius:4px;">
   <div style="font-weight:700; color:#1a365d; margin-bottom:6px;">${author}</div>
@@ -153,7 +164,7 @@ const syncCommentsGlpitoSN = async (ticket) => {
 };
 
 
-const syncCommentsSNtoGlpi = async (comments, ticket) => {
+const syncCommentsSNtoGlpi = async (comments, ticket, options = {}) => {
     logInfo('INFO: Iniciando sincronizacao de comments do ServiceNow para o GLPI...');
 
     const orderedComments = [...comments].sort((a, b) => {
@@ -161,17 +172,22 @@ const syncCommentsSNtoGlpi = async (comments, ticket) => {
         const bTime = new Date(b.created_at).getTime();
         return aTime - bTime;
     });
+    let reopenHighlightPending = Boolean(options.highlightReopenContext);
 
     for (const comment of orderedComments) {
         try {
+            const isReopenContextComment = reopenHighlightPending && comment.update_type === 'comment';
             const formattedPayload = {
                 ...comment,
-                content: formatSNUpdateForGlpi(comment)
+                content: formatSNUpdateForGlpi(comment, { isReopenContextComment })
             };
             const isTask = comment.update_type === 'task';
             const insertedId = isTask
                 ? await TicketGlpiModel.insertTask(formattedPayload, ticket.glpi_ticket_id)
                 : await TicketGlpiModel.insertComment(formattedPayload, ticket.glpi_ticket_id);
+            if (isReopenContextComment) {
+                reopenHighlightPending = false;
+            }
             await TicketSyncModel.updateLastSync(ticket.sn_ticket_id, 'glpi');
             if (ticket.sn_sync_status === 'synced' && ticket.glpi_sync_status === 'synced') {
                 await TicketSyncModel.updateStatusAndSourceLast(ticket.sn_ticket_id, 'synced', 'synced', 'SNOW');

src/services/servicenowService.js

@@ -43,6 +43,12 @@ const normalizeServiceNowDateTime = (value) => {
     return `${parsed.getFullYear()}-${pad(parsed.getMonth() + 1)}-${pad(parsed.getDate())} ${pad(parsed.getHours())}:${pad(parsed.getMinutes())}:${pad(parsed.getSeconds())}`;
 };
 
+const isAutomaticServiceNowTask = (entry) => {
+    if (!entry || entry.element !== 'work_notes') return false;
+    const content = String(entry.value || '');
+    return /registro alterado por:/i.test(content);
+};
+
 const fetchTicketsFromServiceNow = async (watermark) => {
     try {
         const watermarkDate = new Date(watermark);
@@ -285,10 +291,13 @@ const fetchCommentsFromServiceNow = async (ticket) => {
     // Em ambiente de teste, a regra pode ser desligada por env.
     const filteredComments = allComments.filter((entry) => {
         if (!shouldIgnoreDefaultUserJournal) {
-            return true;
+            return !isAutomaticServiceNowTask(entry);
         }
         const createdBy = String(entry.sys_created_by || '').trim().toLowerCase();
         const ignoredUser = ignoredJournalUsers.includes(createdBy);
+        if (isAutomaticServiceNowTask(entry)) {
+            return false;
+        }
         if (entry.element === 'comments') {
             return !ignoredUser;
         }
@@ -322,20 +331,11 @@ const fetchCommentsFromServiceNow = async (ticket) => {
             continue;
         } else {
 
-            let normalizedContent = comment.value;
-            if (
-                comment.element === 'work_notes' &&
-                typeof normalizedContent === 'string' &&
-                normalizedContent.includes('Registro alterado por:')
-            ) {
-                normalizedContent = `Tarefa automatica originada no ServiceNow (registro automatico).\n\nMensagem original:\n${normalizedContent}`;
-            }
-
             const commentData = {
                 ticket_sync_id: ticket.id,
                 update_type: comment.element === 'work_notes' ? 'task' : 'comment',
                 source_system: 'servicenow',
-                content: normalizedContent,
+                content: comment.value,
                 created_at: normalizeServiceNowDateTime(comment.sys_created_on),
                 author: comment.sys_created_by || 'ServiceNow',
                 updated_at: normalizeServiceNowDateTime(comment.sys_created_on),