.env.example

@@ -38,6 +38,8 @@ SERVICENOW_TABLE_REQUEST_URL=
 SERVICENOW_TABLE_JOURNAL_URL=
 SERVICENOW_SC_ITEM_OPTION_URL=
 SERVICENOW_EXTERNAL_TICKET_FIELD=u_external_tickets
+# Sys_id do grupo de TI da CAOA (destino de tickets fora do escopo Sothis)
+SERVICENOW_CAOA_TI_GROUP_ID=
 
 # --- Configuracao do Banco de Dados do GLPI (MySQL) ---
 GLPI_DB_TYPE=mysql

README.md

@@ -72,9 +72,33 @@ npm run dev
 
 ## Producao
 
-1. PM2:
+### Deploy manual na VM
+
 ```bash
+git pull origin master
+npm ci --omit=dev
 pm2 start ecosystem.config.js --env production
+pm2 save
+```
+
+Se o processo ja estiver rodando:
+
+```bash
+pm2 restart sn-glpi-sync-cron --update-env
+```
+
+### Deploy via Gitea Actions
+
+O workflow `.gitea/workflows/deploy-production.yml` roda no runner com rotulo `vm-prod`.
+
+1. Configure a variavel do repositorio `PROD_DEPLOY_PATH` com o caminho da aplicacao na VM de producao. Se nao configurar, o workflow usa `/opt/sn-glpi-sync-new`.
+2. Garanta que o arquivo `.env.production` exista nesse caminho na VM e contenha `ENABLE_STATUS_SYNC=true`.
+3. Faça push na branch `master` ou execute o workflow manualmente em Actions.
+4. Acompanhe pelo Gitea Actions ou na VM:
+
+```bash
+pm2 list
+pm2 logs sn-glpi-sync-cron
 ```
 
 ## Observacoes

src/controllers/processGlpiClosureController.js

@@ -2,12 +2,13 @@ const TicketSyncModel = require('../models/ticketSyncModel');
 const TicketGlpiModel = require('../models/ticketGlpiModel');
 const TicketUpdateModel = require('../models/ticketUpdateModel');
 const TicketSnModel = require('../models/ticketSnModel');
-const { addCommentToServiceNow, addWorkNoteToServiceNow, updateStatusInServiceNow, fetchTicketLiveStatusFromServiceNow, closeTicketInServiceNow } = require('../services/servicenowService');
+const { addCommentToServiceNow, addWorkNoteToServiceNow, updateStatusInServiceNow, fetchTicketLiveStatusFromServiceNow, closeTicketInServiceNow, reassignTicketInServiceNow } = require('../services/servicenowService');
 const { stripHTML } = require('../utils/commentSanitizer');
-const { logInfo, logError } = require('../utils/logger');
+const { logInfo, logError, logWarning } = require('../utils/logger');
 
 const DEFINITIVE_CLOSE_NOTICE = 'Chamado encerrado definitivamente. Tempo para reabertura encerrado. Caso necessario, por favor abra um novo Ticket.';
 const outOfScopeSolutionTypeId = Number(process.env.GLPI_OOS_SOLUTION_TYPE_ID || 27);
+const caoaTiGroupId = process.env.SERVICENOW_CAOA_TI_GROUP_ID;
 
 const processGlpiClosureController = async () => {
     try {
@@ -35,10 +36,17 @@ const processGlpiClosureController = async () => {
                         continue;
                     }
 
+                    if (liveSnStatus === 'Resolvido' || liveSnStatus === 'Encerrado' || liveSnStatus === 'Encerrado - Omitido') {
+                        await TicketSyncModel.updateStatus(ticket.sn_ticket_id, 'solved', 'solved');
+                        logInfo(`Ticket GLPI ${ticket.glpi_ticket_id} ja estava refletido no SN como '${liveSnStatus}'.`);
+                        continue;
+                    }
+
                     const solution = await TicketGlpiModel.getTicketSolution(ticket.glpi_ticket_id);
                     if (solution?.solutiontypes_id === outOfScopeSolutionTypeId) {
                         const justification = solution?.content ? stripHTML(solution.content) : 'Ticket marcado como fora do escopo.';
-                        await addWorkNoteToServiceNow(ticket.sn_ticket_id, `Ticket nao sera mais exibido para equipe Sothis, com a justificativa: ${justification}`);
+                        await addWorkNoteToServiceNow(ticket.sn_ticket_id, `Ticket fora do escopo Sothis. Chamado transferido para a fila CAOA Redes com justificativa: ${justification}`);
+                        await reassignTicketInServiceNow(ticket.sn_ticket_id, caoaTiGroupId);
                         await TicketSyncModel.updateStatus(ticket.sn_ticket_id, 'closed', 'ignored');
                         await TicketGlpiModel.forceCloseTicket(ticket.glpi_ticket_id);
                         continue;
@@ -50,7 +58,12 @@ const processGlpiClosureController = async () => {
 
                     const closeNotes = solution?.content ? stripHTML(solution.content) : 'Resolvido via integracao GLPI.';
                     const resolvedAt = solution?.date_mod || new Date();
-                    await closeTicketInServiceNow(ticket.sn_ticket_id, closeNotes, resolvedAt);
+                    const closeOk = await closeTicketInServiceNow(ticket.sn_ticket_id, closeNotes, resolvedAt);
+                    if (!closeOk) {
+                        logWarning(`Fechamento do ticket SN ${ticketSn.ticket_number} falhou. Mantendo GLPI ${ticket.glpi_ticket_id} para nova tentativa.`);
+                        continue;
+                    }
+
                     await TicketSyncModel.updateStatus(ticket.sn_ticket_id, 'solved', 'solved');
                     logInfo(`Ticket GLPI ${ticket.glpi_ticket_id} solucionado e refletido no SN.`);
                     continue;

src/controllers/processStatusController.js

@@ -3,10 +3,11 @@ const TicketSnModel = require('../models/ticketSnModel');
 const TicketGlpiModel = require('../models/ticketGlpiModel');
 const { logInfo, logError, logWarning } = require('../utils/logger');
 const { stripHTML } = require('../utils/commentSanitizer');
-const { closeTicketInServiceNow, updateStatusInServiceNow, addWorkNoteToServiceNow, fetchTicketLiveStatusFromServiceNow } = require('../services/servicenowService');
+const { closeTicketInServiceNow, updateStatusInServiceNow, addWorkNoteToServiceNow, fetchTicketLiveStatusFromServiceNow, reassignTicketInServiceNow } = require('../services/servicenowService');
 const { addServiceNowClosureNoteToGlpi } = require('../services/glpiTicketService');
 
 const outOfScopeSolutionTypeId = Number(process.env.GLPI_OOS_SOLUTION_TYPE_ID || 27);
+const caoaTiGroupId = process.env.SERVICENOW_CAOA_TI_GROUP_ID;
 const snCloseRetryMax = Number(process.env.SN_CLOSE_RETRY_MAX || 2);
 const snCloseRetryDelayMs = Number(process.env.SN_CLOSE_RETRY_DELAY_MS || 1500);
 
@@ -142,7 +143,8 @@ const processStatusAndClosureController = async () => {
                                 if (solution?.solutiontypes_id === outOfScopeSolutionTypeId) {
                                     logInfo(`REGRA DETECTADA: Ticket ${ticket.glpi_ticket_id} está fora do escopo (SolutionType ID: ${outOfScopeSolutionTypeId}).`);
                                     const justification = solution?.content ? stripHTML(solution.content) : 'Ticket marcado como "Fora do escopo" no GLPI.';
-                                    await addWorkNoteToServiceNow(ticket.sn_ticket_id, `Ticket não será mais exibido para equipe Sothis, com a justificativa: ${justification}`);
+                                    await addWorkNoteToServiceNow(ticket.sn_ticket_id, `Ticket fora do escopo Sothis. Chamado transferido para a fila CAOA Redes com justificativa: ${justification}`);
+                                    await reassignTicketInServiceNow(ticket.sn_ticket_id, caoaTiGroupId);
                                     await TicketSyncModel.updateStatus(ticket.sn_ticket_id, 'closed', 'ignored');
                                     await TicketGlpiModel.unassignGroupFromTicket(ticket.glpi_ticket_id);
                                     await TicketGlpiModel.forceCloseTicket(ticket.glpi_ticket_id);

src/services/glpiTicketService.js

@@ -3,10 +3,11 @@ const TicketGlpiModel = require('../models/ticketGlpiModel');
 const TicketUpdateModel = require('../models/ticketUpdateModel');
 const TicketSyncModel = require('../models/ticketSyncModel');
 const { logInfo, logError } = require('../utils/logger');
-const { addWorkNoteToServiceNow, updateExternalTicketInServiceNow, queueExternalTicketLinkRetry } = require('./servicenowService');
+const { addWorkNoteToServiceNow, updateExternalTicketInServiceNow, queueExternalTicketLinkRetry, reassignTicketInServiceNow } = require('./servicenowService');
 const { stripHTML } = require('../utils/commentSanitizer');
 
 const outOfScopeSolutionTypeId = Number(process.env.GLPI_OOS_SOLUTION_TYPE_ID || 27);
+const caoaTiGroupId = process.env.SERVICENOW_CAOA_TI_GROUP_ID;
 
 const syncTicketsToGlpi = async () => {
     try {
@@ -124,7 +125,8 @@ const checkGlpiStatusChanges = async () => {
                 if (solution?.solutiontypes_id === outOfScopeSolutionTypeId) {
                     logInfo(`REGRA DETECTADA: Ticket ${ticket.glpi_ticket_id} está fora do escopo (SolutionType ID: ${outOfScopeSolutionTypeId}).`);
                     const justification = solution?.content ? stripHTML(solution.content) : 'Ticket marcado como "Fora do escopo" no GLPI.';
-                    await addWorkNoteToServiceNow(ticket.sn_ticket_id, `Ticket fechado no GLPI com a justificativa: ${justification}`);
+                    await addWorkNoteToServiceNow(ticket.sn_ticket_id, `Ticket fora do escopo Sothis. Chamado transferido para a fila CAOA Redes com justificativa: ${justification}`);
+                    await reassignTicketInServiceNow(ticket.sn_ticket_id, caoaTiGroupId);
                     await TicketSyncModel.updateStatus(ticket.sn_ticket_id, 'closed', 'ignored');
                     await TicketGlpiModel.forceCloseTicket(ticket.glpi_ticket_id);
                     continue;

src/services/servicenowService.js

@@ -685,6 +685,44 @@ const updateExternalTicketInServiceNow = async (snTicketId, glpiTicketId) => {
     }
 };
 
+const reassignTicketInServiceNow = async (snTicketId, groupSysId) => {
+    let sysId = null;
+    try {
+        const ticketSn = await TicketSnModel.findById(snTicketId);
+        if (!ticketSn) {
+            logError(`Ticket SN com ID ${snTicketId} nao encontrado para reatribuicao de grupo.`, 'reassignTicketInServiceNow');
+            return false;
+        }
+
+        sysId = ticketSn.sys_id;
+        const ticketType = ticketSn.tipo;
+        let url = '';
+        if (ticketType === 'incidente') {
+            url = `${apiConfig.snTableIncidentConfig.baseUrl}/${sysId}`;
+        } else if (ticketType === 'requisicao') {
+            url = `${apiConfig.snTableRequestConfig.baseUrl}/${sysId}`;
+        } else {
+            throw new Error(`Tipo de ticket desconhecido: ${ticketType}`);
+        }
+
+        const response = await axios.patch(url, { assignment_group: groupSysId }, {
+            auth: apiConfig.servicenowAuthentication.auth,
+            headers: { 'Content-Type': 'application/json', 'Accept': 'application/json' }
+        });
+
+        if (response.status !== 200) {
+            logError(`Falha ao reatribuir grupo no SN. Status: ${response.status}`, { snTicketId, groupSysId });
+            return false;
+        }
+
+        logInfo(`OK: Ticket SN ${snTicketId} reatribuido para grupo ${groupSysId}.`, { snTicketId, sysId });
+        return true;
+    } catch (error) {
+        logError(error, `ERRO: Falha ao reatribuir grupo no SN (sysId: ${sysId})`);
+        return false;
+    }
+};
+
 const queueExternalTicketLinkRetry = async (ticketSyncId, snTicketId, glpiTicketId, shouldMarkDone = false) => {
     const sourceId = `external_link:${snTicketId}:${glpiTicketId}`;
     const payload = JSON.stringify({ sn_ticket_id: snTicketId, glpi_ticket_id: glpiTicketId, field: externalTicketField });
@@ -786,6 +824,7 @@ module.exports = {
   addCommentToServiceNow,
   fetchScItemOptionValue,
   updateExternalTicketInServiceNow,
+  reassignTicketInServiceNow,
   queueExternalTicketLinkRetry,
   processPendingExternalTicketLinks
 };