LDAPWeb/server-connection/geonet-console/app/Services/ZammadTicketService.php

<?php

namespace App\Services;

use App\Models\Feedback;
use App\Support\ApiActor;
use Illuminate\Support\Facades\Http;
use Illuminate\Support\Facades\Log;
use Illuminate\Support\Str;

class ZammadTicketService
{
    public function isConfigured(): bool
    {
        if (! config('zammad.enabled')) {
            return false;
        }

        return config('zammad.base_url') !== ''
            && config('zammad.api_token') !== '';
    }

    /**
     * @return array{zammad_ticket_id: int, zammad_ticket_number: string, zammad_synced_at: \Illuminate\Support\Carbon}|null
     */
    public function createTicketFromFeedback(Feedback $feedback, ?ApiActor $actor = null): ?array
    {
        if (! $this->isConfigured()) {
            $this->markSyncError($feedback, 'Zammad integration is not configured.');

            return null;
        }

        $customerEmail = $this->resolveCustomerEmail($feedback, $actor);
        if ($customerEmail === null) {
            $this->markSyncError($feedback, 'No valid customer email for Zammad ticket.');

            return null;
        }

        $payload = [
            'title' => $this->buildTitle($feedback),
            'group' => config('zammad.default_group'),
            'customer_id' => 'guess:'.$customerEmail,
            'article' => [
                'subject' => $this->buildTitle($feedback),
                'body' => $this->buildArticleBody($feedback),
                'type' => 'web',
                'internal' => false,
            ],
        ];

        try {
            $response = Http::timeout((int) config('zammad.timeout', 30))
                ->acceptJson()
                ->withHeaders([
                    'Authorization' => 'Token token='.config('zammad.api_token'),
                ])
                ->post(config('zammad.base_url').'/api/v1/tickets', $payload);
        } catch (\Throwable $e) {
            $this->markSyncError($feedback, 'Zammad request failed: '.$e->getMessage());
            Log::warning('Zammad ticket create failed', [
                'feedback_id' => $feedback->id,
                'error' => $e->getMessage(),
            ]);

            return null;
        }

        if (! $response->successful()) {
            $message = data_get($response->json(), 'error_human')
                ?? data_get($response->json(), 'error')
                ?? 'HTTP '.$response->status();
            $this->markSyncError($feedback, (string) $message);
            Log::warning('Zammad ticket create rejected', [
                'feedback_id' => $feedback->id,
                'status' => $response->status(),
                'body' => $response->json(),
            ]);

            return null;
        }

        $ticketId = data_get($response->json(), 'id');
        $ticketNumber = data_get($response->json(), 'number');

        if (! is_numeric($ticketId)) {
            $this->markSyncError($feedback, 'Zammad response missing ticket id.');

            return null;
        }

        $syncedAt = now();
        $feedback->forceFill([
            'zammad_ticket_id' => (int) $ticketId,
            'zammad_ticket_number' => is_scalar($ticketNumber) ? (string) $ticketNumber : null,
            'zammad_synced_at' => $syncedAt,
            'zammad_sync_error' => null,
        ])->save();

        return [
            'zammad_ticket_id' => (int) $ticketId,
            'zammad_ticket_number' => is_scalar($ticketNumber) ? (string) $ticketNumber : (string) $ticketId,
            'zammad_synced_at' => $syncedAt,
        ];
    }

    public function ticketUrl(Feedback $feedback): ?string
    {
        if ($feedback->zammad_ticket_id === null) {
            return null;
        }

        return config('zammad.base_url').'/#ticket/zoom/'.$feedback->zammad_ticket_id;
    }

    private function resolveCustomerEmail(Feedback $feedback, ?ApiActor $actor): ?string
    {
        foreach ([$feedback->reporter, $actor?->identifier] as $candidate) {
            if (is_string($candidate) && filter_var($candidate, FILTER_VALIDATE_EMAIL)) {
                return Str::lower($candidate);
            }
        }

        $fallback = (string) config('zammad.fallback_customer');
        if ($fallback !== '' && filter_var($fallback, FILTER_VALIDATE_EMAIL)) {
            return Str::lower($fallback);
        }

        return null;
    }

    private function buildTitle(Feedback $feedback): string
    {
        $typeLabel = match ($feedback->type) {
            'bug' => 'Bug',
            'suggestion' => 'Saran',
            default => 'Feedback',
        };

        return sprintf('[%s] %s', $typeLabel, $feedback->title);
    }

    private function buildArticleBody(Feedback $feedback): string
    {
        $lines = [
            $feedback->message,
            '',
            '---',
            'Feedback #'.$feedback->id,
            'Tipe: '.$feedback->type,
        ];

        if ($feedback->reporter) {
            $lines[] = 'Pelapor: '.$feedback->reporter;
        }
        if ($feedback->reporter_name) {
            $lines[] = 'Nama: '.$feedback->reporter_name;
        }
        if ($feedback->page) {
            $lines[] = 'Halaman: '.$feedback->page;
        }
        if ($feedback->url) {
            $lines[] = 'URL: '.$feedback->url;
        }
        if ($feedback->user_agent) {
            $lines[] = 'User-Agent: '.$feedback->user_agent;
        }
        if ($feedback->reported_at) {
            $lines[] = 'Dilaporkan: '.$feedback->reported_at->toIso8601String();
        }

        return implode("\n", $lines);
    }

    private function markSyncError(Feedback $feedback, string $message): void
    {
        $feedback->forceFill([
            'zammad_sync_error' => Str::limit($message, 1000),
        ])->save();
    }
}