All files / src/lib/support notification-utils.ts

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/**
 * Support Notification Utility Functions
 */

import { prisma } from '@/lib/prisma';
import { TicketStatus, TicketPriority, SupportTicketWithRelations } from '@/types/support';
import { SUPPORT_NOTIFICATION_TYPES, TICKET_STATUS_CONFIG, TICKET_PRIORITY_CONFIG } from '@/constants/support';

interface NotificationData {
  userId: number;
  type: string;
  title: string;
  message: string;
  link?: string;
}

/**
 * Create a notification in the database
 */
async function createNotification(data: NotificationData): Promise<void> {
  await prisma.notification.create({
    data: {
      userId: data.userId,
      type: data.type,
      title: data.title,
      message: data.message,
      link: data.link}});
}

/**
 * Notify customer when their ticket is created
 */
export async function notifyTicketCreated(
  ticket: SupportTicketWithRelations
): Promise<void> {
  if (!ticket.userId) {
    return; // Guest ticket, no notification needed
  }

  await createNotification({
    userId: ticket.userId,
    type: SUPPORT_NOTIFICATION_TYPES.TICKET_CREATED,
    title: 'Support Ticket Created',
    message: `Your ticket #${ticket.ticketNumber} has been created. Our team will respond shortly.`,
    link: `/support/tickets/${ticket.id}`});
}

/**
 * Notify customer when their ticket status changes
 */
export async function notifyTicketStatusChanged(
  ticket: SupportTicketWithRelations,
  oldStatus: TicketStatus,
  newStatus: TicketStatus
): Promise<void> {
  if (!ticket.userId) {
    return;
  }

  const statusConfig = TICKET_STATUS_CONFIG[newStatus];

  await createNotification({
    userId: ticket.userId,
    type: SUPPORT_NOTIFICATION_TYPES.TICKET_UPDATED,
    title: 'Ticket Status Updated',
    message: `Your ticket #${ticket.ticketNumber} status has been updated to "${statusConfig.label}".`,
    link: `/support/tickets/${ticket.id}`});
}

/**
 * Notify customer when they receive a new message on their ticket
 */
export async function notifyNewMessage(
  ticket: SupportTicketWithRelations,
  senderName: string,
  isInternal: boolean = false
): Promise<void> {
  // Don't notify for internal messages
  if (isInternal) {
    return;
  }

  if (!ticket.userId) {
    return;
  }

  await createNotification({
    userId: ticket.userId,
    type: SUPPORT_NOTIFICATION_TYPES.MESSAGE_RECEIVED,
    title: 'New Message on Your Ticket',
    message: `${senderName} replied to your ticket #${ticket.ticketNumber}.`,
    link: `/support/tickets/${ticket.id}`});
}

/**
 * Notify customer when their ticket is resolved
 */
export async function notifyTicketResolved(
  ticket: SupportTicketWithRelations
): Promise<void> {
  if (!ticket.userId) {
    return;
  }

  await createNotification({
    userId: ticket.userId,
    type: SUPPORT_NOTIFICATION_TYPES.TICKET_RESOLVED,
    title: 'Ticket Resolved',
    message: `Your ticket #${ticket.ticketNumber} has been resolved. Please let us know if you need further assistance.`,
    link: `/support/tickets/${ticket.id}`});
}

/**
 * Notify agent when they are assigned a ticket
 */
export async function notifyAgentAssigned(
  ticket: SupportTicketWithRelations,
  agentId: number
): Promise<void> {
  const priorityConfig = TICKET_PRIORITY_CONFIG[ticket.priority];

  await createNotification({
    userId: agentId,
    type: SUPPORT_NOTIFICATION_TYPES.TICKET_ASSIGNED,
    title: 'New Ticket Assigned',
    message: `You have been assigned ticket #${ticket.ticketNumber} (${priorityConfig.label} priority): "${ticket.subject}"`,
    link: `/admin/support/tickets/${ticket.id}`});
}

/**
 * Notify agent when customer replies to their assigned ticket
 */
export async function notifyAgentOfCustomerReply(
  ticket: SupportTicketWithRelations,
  customerName: string
): Promise<void> {
  if (!ticket.assignedToId) {
    return;
  }

  await createNotification({
    userId: ticket.assignedToId,
    type: SUPPORT_NOTIFICATION_TYPES.MESSAGE_RECEIVED,
    title: 'Customer Reply',
    message: `${customerName} replied to ticket #${ticket.ticketNumber}: "${ticket.subject}"`,
    link: `/admin/support/tickets/${ticket.id}`});
}

/**
 * Notify all admins of high/urgent priority tickets
 */
export async function notifyAdminsOfUrgentTicket(
  ticket: SupportTicketWithRelations
): Promise<void> {
  // Only notify for HIGH or URGENT priority
  if (ticket.priority !== TicketPriority.HIGH && ticket.priority !== TicketPriority.URGENT) {
    return;
  }

  // Get all admin users
  const admins = await prisma.user.findMany({
    where: { role: 'ADMIN' },
    select: { id: true }});

  const priorityConfig = TICKET_PRIORITY_CONFIG[ticket.priority];

  // Create notification for each admin
  await Promise.all(
    admins.map((admin) =>
      createNotification({
        userId: admin.id,
        type: SUPPORT_NOTIFICATION_TYPES.TICKET_CREATED,
        title: `${priorityConfig.label} Priority Ticket`,
        message: `New ${priorityConfig.label.toLowerCase()} priority ticket #${ticket.ticketNumber}: "${ticket.subject}"`,
        link: `/admin/support/tickets/${ticket.id}`})
    )
  );
}

/**
 * Get unread support notification count for a user
 */
export async function getUnreadSupportNotificationCount(userId: number): Promise<number> {
  const count = await prisma.notification.count({
    where: {
      userId,
      read: false,
      type: {
        in: Object.values(SUPPORT_NOTIFICATION_TYPES)}}});

  return count;
}

/**
 * Mark all support notifications as read for a user
 */
export async function markSupportNotificationsAsRead(userId: number): Promise<void> {
  await prisma.notification.updateMany({
    where: {
      userId,
      read: false,
      type: {
        in: Object.values(SUPPORT_NOTIFICATION_TYPES)}},
    data: {
      read: true}});
}

/**
 * Send SLA warning notification to agent
 */
export async function notifySLAWarning(
  ticket: SupportTicketWithRelations,
  type: 'firstResponse' | 'resolution',
  hoursRemaining: number
): Promise<void> {
  if (!ticket.assignedToId) {
    return;
  }

  const warningType = type === 'firstResponse' ? 'First Response' : 'Resolution';

  await createNotification({
    userId: ticket.assignedToId,
    type: SUPPORT_NOTIFICATION_TYPES.TICKET_UPDATED,
    title: 'SLA Warning',
    message: `${warningType} SLA for ticket #${ticket.ticketNumber} expires in ${hoursRemaining} hour(s).`,
    link: `/admin/support/tickets/${ticket.id}`});
}

/**
 * Send SLA breach notification to agent and admins
 */
export async function notifySLABreach(
  ticket: SupportTicketWithRelations,
  type: 'firstResponse' | 'resolution'
): Promise<void> {
  const warningType = type === 'firstResponse' ? 'First Response' : 'Resolution';
  const message = `${warningType} SLA has been breached for ticket #${ticket.ticketNumber}: "${ticket.subject}"`;

  // Notify assigned agent
  if (ticket.assignedToId) {
    await createNotification({
      userId: ticket.assignedToId,
      type: SUPPORT_NOTIFICATION_TYPES.TICKET_UPDATED,
      title: 'SLA Breach',
      message,
      link: `/admin/support/tickets/${ticket.id}`});
  }

  // Notify all admins
  const admins = await prisma.user.findMany({
    where: { role: 'ADMIN' },
    select: { id: true }});

  await Promise.all(
    admins
      .filter((admin) => admin.id !== ticket.assignedToId) // Don't duplicate for assigned agent
      .map((admin) =>
        createNotification({
          userId: admin.id,
          type: SUPPORT_NOTIFICATION_TYPES.TICKET_UPDATED,
          title: 'SLA Breach Alert',
          message,
          link: `/admin/support/tickets/${ticket.id}`})
      )
  );
}

/**
 * Notify customer to complete satisfaction survey
 */
export async function notifySurveyRequest(
  ticket: SupportTicketWithRelations
): Promise<void> {
  if (!ticket.userId) {
    return;
  }

  await createNotification({
    userId: ticket.userId,
    type: SUPPORT_NOTIFICATION_TYPES.TICKET_RESOLVED,
    title: 'How Was Your Experience?',
    message: `Your ticket #${ticket.ticketNumber} has been resolved. We'd love to hear your feedback!`,
    link: `/support/tickets/${ticket.id}?survey=true`});
}