customerTicket/apps/tickets/sharing.py

"""Staff sharing and audit services, isolated from customer workflows."""
from django.core.exceptions import PermissionDenied, ValidationError
from django.db import transaction
from django.utils import timezone

from apps.staff.models import StaffProfile
from .models import MessageShare, Ticket, TicketAccessGrant, TicketEvent
from .policies import TicketPolicy


def staff_name(user):
    profile = getattr(user, "staff_profile", None)
    return str(profile) if profile else user.username


def share_recipients(actor):
    return StaffProfile.objects.filter(is_active=True, user__is_active=True, user__account_type="STAFF").exclude(user=actor).select_related("user", "primary_unit")


def require_share_authority(actor, ticket):
    if actor.account_type != "STAFF" or not actor.is_active or not TicketPolicy.can_share(actor, ticket):
        raise PermissionDenied


def validate_recipient(actor, target):
    if not share_recipients(actor).filter(user=target).exists():
        raise ValidationError("گیرنده باید یک کارشناس فعال دیگر باشد.")


def log_share(grant, actor, event_type, action):
    is_message = isinstance(grant, MessageShare)
    ticket = grant.message.ticket if is_message else grant.ticket
    metadata = {"scope": "message" if is_message else "ticket", "grant_id": grant.pk,
                "user": grant.user_id, "recipient_name": staff_name(grant.user),
                "action": action, "note": grant.note}
    if is_message:
        metadata["message_public_id"] = str(grant.message.public_id)
    else:
        metadata["level"] = grant.permission_level
    return TicketEvent.objects.create(ticket=ticket, actor=actor, event_type=event_type, metadata=metadata)


@transaction.atomic
def share_staff_ticket(ticket, actor, target, level, note=""):
    ticket = Ticket.objects.select_for_update().get(pk=ticket.pk)
    require_share_authority(actor, ticket)
    validate_recipient(actor, target)
    if level not in TicketAccessGrant.Level.values or len(note) > 500:
        raise ValidationError("سطح دسترسی یا توضیح اشتراک نامعتبر است.")
    grant = ticket.access_grants.filter(user=target, revoked_at__isnull=True).first()
    if grant and grant.permission_level == level and grant.note == note:
        return grant
    action = "updated" if grant else "created"
    if grant:
        grant.permission_level, grant.note = level, note
        grant.save(update_fields=["permission_level", "note"])
    else:
        grant = TicketAccessGrant.objects.create(ticket=ticket, user=target, granted_by=actor, permission_level=level, note=note)
    event = log_share(grant, actor, TicketEvent.Type.SHARED, action)
    # Preserve the existing staff ticket-sharing notification behavior.
    from apps.notifications.models import NotificationJob
    from apps.notifications.services import enqueue
    enqueue(NotificationJob.Channel.BALE, "SHARE", ticket, f"ticket:{ticket.pk}:share-event:{event.pk}", staff_user=target)
    return grant


@transaction.atomic
def share_staff_message(message, actor, target, note=""):
    ticket = Ticket.objects.select_for_update().get(pk=message.ticket_id)
    require_share_authority(actor, ticket)
    validate_recipient(actor, target)
    message.refresh_from_db()
    if message.deleted_at or len(note) > 500:
        raise ValidationError("پیام حذف‌شده قابل اشتراک نیست یا توضیح بیش از حد طولانی است.")
    grant = MessageShare.objects.filter(message=message, user=target, revoked_at__isnull=True).first()
    if grant and grant.note == note:
        return grant
    action = "updated" if grant else "created"
    if grant:
        grant.note = note
        grant.save(update_fields=["note"])
    else:
        grant = MessageShare.objects.create(message=message, user=target, granted_by=actor, note=note)
    log_share(grant, actor, TicketEvent.Type.MESSAGE_SHARED, action)
    return grant


@transaction.atomic
def revoke_staff_share(grant, actor):
    ticket_id = grant.message.ticket_id if isinstance(grant, MessageShare) else grant.ticket_id
    ticket = Ticket.objects.select_for_update().get(pk=ticket_id)
    require_share_authority(actor, ticket)
    grant.refresh_from_db()
    if grant.revoked_at:
        return False
    if isinstance(grant, TicketAccessGrant):
        from .services import revoke_access
        return bool(revoke_access(ticket, actor, grant.user))
    grant.revoked_at, grant.revoked_by = timezone.now(), actor
    grant.save(update_fields=["revoked_at", "revoked_by"])
    log_share(grant, actor, TicketEvent.Type.MESSAGE_SHARE_REVOKED, "revoked")
    return True


@transaction.atomic
def mark_share_opened(grant, actor):
    grant = type(grant).objects.select_for_update().get(pk=grant.pk)
    if grant.user_id != actor.pk or grant.revoked_at or (isinstance(grant, MessageShare) and grant.message.deleted_at):
        raise PermissionDenied
    now = timezone.now()
    if grant.first_viewed_at is None:
        grant.first_viewed_at = now
        event_type = TicketEvent.Type.MESSAGE_SHARE_OPENED if isinstance(grant, MessageShare) else TicketEvent.Type.SHARE_OPENED
        log_share(grant, actor, event_type, "opened")
    grant.last_viewed_at = now
    grant.view_count += 1
    grant.save(update_fields=["first_viewed_at", "last_viewed_at", "view_count"])
    return grant


def mark_ticket_share_opened(ticket, actor):
    grant = ticket.access_grants.filter(user=actor, revoked_at__isnull=True).first()
    if grant:
        mark_share_opened(grant, actor)


def staff_message_context(ticket, actor, conversation=()):
    can_share = TicketPolicy.can_share(actor, ticket)
    context = {"can_share_message": can_share, "share_experts": share_recipients(actor) if can_share else []}
    if not can_share:
        return context
    selected = {item.pk: item for item in conversation}
    for item in selected.values():
        item.staff_message_shares = []
        item.staff_share_events = []
    if not selected:
        return context
    grants = MessageShare.objects.filter(message__ticket=ticket, message_id__in=selected).select_related(
        "message", "user__staff_profile", "granted_by__staff_profile", "revoked_by__staff_profile")
    for grant in grants:
        selected[grant.message_id].staff_message_shares.append(grant)
    by_public_id = {str(item.public_id): item for item in selected.values() if item.staff_message_shares}
    if by_public_id:
        for event in sharing_events(ticket, message_ids=list(by_public_id)):
            by_public_id[event.metadata["message_public_id"]].staff_share_events.append(event)
    return context


def sharing_context(ticket, actor):
    if not TicketPolicy.can_share(actor, ticket):
        return {}
    return {
        "grants": ticket.access_grants.select_related("user__staff_profile", "granted_by__staff_profile", "revoked_by__staff_profile").order_by("-created_at", "-pk"),
        "message_shares": MessageShare.objects.filter(message__ticket=ticket).select_related("message", "user__staff_profile", "granted_by__staff_profile", "revoked_by__staff_profile"),
        "sharing_events": sharing_events(ticket),
    }


def sharing_events(ticket, message_ids=None):
    event_types = [TicketEvent.Type.SHARED, TicketEvent.Type.ACCESS_REVOKED, TicketEvent.Type.SHARE_OPENED,
                   TicketEvent.Type.MESSAGE_SHARED, TicketEvent.Type.MESSAGE_SHARE_REVOKED,
                   TicketEvent.Type.MESSAGE_SHARE_OPENED, TicketEvent.Type.TRANSFERRED]
    query = ticket.events.filter(event_type__in=event_types).select_related("actor__staff_profile").order_by("-created_at", "-pk")
    if message_ids is not None:
        query = query.filter(metadata__message_public_id__in=message_ids)
    else:
        query = query[:100]
    events = list(query)
    from apps.accounts.models import User
    user_ids = {e.metadata.get(key) for e in events for key in ("user", "from", "to") if e.metadata.get(key)}
    names = {u.pk: staff_name(u) for u in User.objects.filter(pk__in=user_ids).select_related("staff_profile")}
    for event in events:
        event.recipient_name = event.metadata.get("recipient_name") or names.get(event.metadata.get("user") or event.metadata.get("to"), "")
        event.previous_owner_name = names.get(event.metadata.get("from"), "")
        event.actor_name = staff_name(event.actor) if event.actor else "سامانه"
    return events