whatsapp_web_groups/theme_m22tc/controllers/helpdesk_portal.py

# -*- coding: utf-8 -*-
# Part of Odoo. See LICENSE file for full copyright and licensing details.

from odoo import http, fields, _
from odoo.http import request
from odoo.exceptions import AccessError, MissingError, UserError
from odoo.osv import expression

# Try to import from helpdesk_extras first, fallback to helpdesk base
try:
    from odoo.addons.helpdesk_extras.controllers.helpdesk_portal import (
        CustomerPortal as HelpdeskCustomerPortal,
    )
except ImportError:
    from odoo.addons.helpdesk.controllers.portal import (
        CustomerPortal as HelpdeskCustomerPortal,
    )


class CustomerPortal(HelpdeskCustomerPortal):
    """
    Extend helpdesk portal controller to:
    - Add dashboard route at /my/tickets-dashboard
    - Set default grouping by stage for list view
    - Calculate dashboard metrics
    """

    def _prepare_tickets_dashboard_values(self):
        """
        Calculate dashboard metrics for tickets.
        Returns dict with all metrics needed for the dashboard.
        """
        partner = request.env.user.partner_id.commercial_partner_id
        HelpdeskTicket = request.env['helpdesk.ticket']
        
        # Base domain for partner's tickets
        base_domain = self._prepare_helpdesk_tickets_domain()
        
        # Get all tickets for the partner
        all_tickets = HelpdeskTicket.search(base_domain)
        
        # 1. TIME STATS (Tiempo usado/disponible)
        time_stats = self._calculate_time_stats(partner)
        
        # 2. TICKET SUMMARY (Resumen de tickets)
        ticket_summary = self._calculate_ticket_summary(all_tickets)
        
        # 3. SLA COMPLIANCE (Cumplimiento SLA)
        sla_compliance = self._calculate_sla_compliance(all_tickets)
        
        # 4. WAITING RESPONSE (Tickets esperando respuesta)
        waiting_response = self._get_waiting_response_tickets(all_tickets, partner)
        
        # 5. RECENT TICKETS (Tickets recientes - últimos 10)
        recent_tickets = all_tickets.sorted('create_date', reverse=True)[:10]
        
        return {
            'time_stats': time_stats,
            'ticket_summary': ticket_summary,
            'sla_compliance': sla_compliance,
            'waiting_response': waiting_response,
            'recent_tickets': recent_tickets,
        }

    def _calculate_time_stats(self, partner):
        """
        Calculate time used and available for the partner.
        Reuses the logic from helpdesk_extras controller to avoid code duplication.
        Calls the same method that the widget uses, ensuring identical calculation.
        """
        import logging
        _logger = logging.getLogger(__name__)
        
        try:
            # Try to use helpdesk_extras controller if available
            if 'helpdesk_extras' in request.env.registry._init_modules:
                try:
                    from odoo.addons.helpdesk_extras.controllers.website_helpdesk_hours import (
                        WebsiteHelpdeskHours,
                    )
                    # Create instance and call the method directly
                    # The method uses request.env which is available in the current context
                    hours_controller = WebsiteHelpdeskHours()
                    
                    # IMPORTANT: Call the method directly - it's a regular Python method
                    # The @http.route decorator doesn't prevent direct method calls
                    # This ensures we use the exact same logic as the widget
                    hours_data = hours_controller.get_available_hours()
                    
                    # Log the raw data received for debugging
                    _logger.info(f"[DASHBOARD] Raw hours data from controller: {hours_data}")
                    _logger.info(f"[DASHBOARD] User: {request.env.user.name}, Portal: {request.env.user._is_portal()}")
                    _logger.info(f"[DASHBOARD] Partner: {partner.name}, ID: {partner.id}")
                    
                    # Check if there was an error
                    if hours_data.get('error'):
                        _logger.warning(f"[DASHBOARD] Error in hours data: {hours_data.get('error')}")
                        # If error, return defaults
                        return {
                            'used': 0.0,
                            'available': 0.0,
                            'total': 0.0,
                            'prepaid_hours': 0.0,
                            'prepaid_hours_used': 0.0,
                            'prepaid_hours_total': 0.0,
                            'credit_hours': 0.0,
                            'credit_hours_used': 0.0,
                            'credit_hours_total': 0.0,
                            'credit_available': 0.0,
                            'highest_price': 0.0,
                            'percentage': 0.0,
                        }
                    
                    # Map the response to match dashboard format
                    # Ensure all values are floats to avoid type issues
                    total_available = float(hours_data.get('total_available', 0.0) or 0.0)
                    hours_used = float(hours_data.get('hours_used', 0.0) or 0.0)
                    prepaid_hours = float(hours_data.get('prepaid_hours', 0.0) or 0.0)
                    prepaid_hours_used = float(hours_data.get('prepaid_hours_used', 0.0) or 0.0)
                    prepaid_hours_total = float(hours_data.get('prepaid_hours_total', 0.0) or 0.0)
                    credit_hours = float(hours_data.get('credit_hours', 0.0) or 0.0)
                    credit_hours_used = float(hours_data.get('credit_hours_used', 0.0) or 0.0)
                    credit_hours_total = float(hours_data.get('credit_hours_total', 0.0) or 0.0)
                    credit_available = float(hours_data.get('credit_available', 0.0) or 0.0)
                    highest_price = float(hours_data.get('highest_price', 0.0) or 0.0)
                    
                    # Calculate total hours (prepaid total + credit total)
                    # This is the sum of all hours: available + used
                    total_hours = prepaid_hours_total + credit_hours_total
                    
                    # Calculate percentage (used / total) - using the correct total
                    percentage = (hours_used / total_hours * 100) if total_hours > 0 else 0.0
                    
                    result = {
                        'used': round(hours_used, 2),
                        'available': round(total_available, 2),
                        'total': round(total_hours, 2),  # Total hours (available + used)
                        'prepaid_hours': round(prepaid_hours, 2),
                        'prepaid_hours_used': round(prepaid_hours_used, 2),
                        'prepaid_hours_total': round(prepaid_hours_total, 2),
                        'credit_hours': round(credit_hours, 2),
                        'credit_hours_used': round(credit_hours_used, 2),
                        'credit_hours_total': round(credit_hours_total, 2),
                        'credit_available': round(credit_available, 2),
                        'highest_price': round(highest_price, 2),
                        'percentage': round(percentage, 1),
                    }
                    
                    _logger.info(f"[DASHBOARD] Final time stats result: {result}")
                    return result
                except ImportError as e:
                    _logger.warning(f"[DASHBOARD] helpdesk_extras controller not available: {str(e)}")
                except Exception as e:
                    _logger.error(f"[DASHBOARD] Error calling helpdesk_extras controller: {str(e)}", exc_info=True)
        except Exception as e:
            _logger.error(f"[DASHBOARD] Error calculating time stats: {str(e)}", exc_info=True)
        
        # Fallback: return defaults if helpdesk_extras not available
        _logger.warning("[DASHBOARD] Returning default time stats (helpdesk_extras not available or error occurred)")
        return {
            'used': 0.0,
            'available': 0.0,
            'total': 0.0,
            'prepaid_hours': 0.0,
            'prepaid_hours_used': 0.0,
            'prepaid_hours_total': 0.0,
            'credit_hours': 0.0,
            'credit_hours_used': 0.0,
            'credit_hours_total': 0.0,
            'credit_available': 0.0,
            'highest_price': 0.0,
            'percentage': 0.0,
        }

    def _calculate_ticket_summary(self, tickets):
        """
        Calculate ticket summary: total, open, closed, by stage, by priority.
        Returns by_stage as list of tuples for QWeb template compatibility.
        """
        open_tickets = tickets.filtered(lambda t: not t.stage_id.fold)
        closed_tickets = tickets.filtered(lambda t: t.stage_id.fold)
        
        # By stage - convert to list of tuples for QWeb
        by_stage_dict = {}
        for ticket in open_tickets:
            stage_name = ticket.stage_id.name or 'Sin etapa'
            by_stage_dict[stage_name] = by_stage_dict.get(stage_name, 0) + 1
        
        # Convert to list of tuples for QWeb iteration
        by_stage_list = [(name, count) for name, count in by_stage_dict.items()]
        
        # By priority
        priority_labels = {
            '0': 'Baja',
            '1': 'Media',
            '2': 'Alta',
            '3': 'Urgente',
        }
        by_priority = {}
        for ticket in open_tickets:
            priority_label = priority_labels.get(ticket.priority, 'Sin prioridad')
            by_priority[priority_label] = by_priority.get(priority_label, 0) + 1
        
        return {
            'total': len(tickets),
            'open': len(open_tickets),
            'closed': len(closed_tickets),
            'by_stage': by_stage_list,  # List of tuples for QWeb
            'by_priority': by_priority,
        }

    def _calculate_sla_compliance(self, tickets):
        """
        Calculate SLA compliance percentage.
        """
        tickets_with_sla = tickets.filtered(lambda t: t.sudo().sla_ids)
        
        if not tickets_with_sla:
            return {
                'total_with_sla': 0,
                'success': 0,
                'failed': 0,
                'percentage': 0.0,
                'is_good': False,  # For icon color
            }
        
        success_count = len(tickets_with_sla.filtered(lambda t: t.sla_reached and not t.sla_reached_late))
        failed_count = len(tickets_with_sla.filtered(lambda t: t.sla_reached_late))
        
        total = len(tickets_with_sla)
        percentage = (success_count / total * 100) if total > 0 else 0.0
        
        return {
            'total_with_sla': total,
            'success': success_count,
            'failed': failed_count,
            'percentage': round(percentage, 1),
            'is_good': percentage >= 80,  # For icon color (green if >= 80%)
        }

    def _get_waiting_response_tickets(self, tickets, partner):
        """
        Get tickets waiting for CUSTOMER response (not team response).
        
        CORRECTED LOGIC:
        
        PRIMARY INDICATOR: Tickets in excluded stages
        - Any ticket in an SLA excluded stage = explicitly waiting for customer
        - Examples: "Esperando Información", "En Revisión", etc.
        - This is the most reliable indicator
        
        SECONDARY INDICATOR: Last message is from helpdesk team
        - If last visible message is from team (not customer), team is waiting
        - This covers cases where team asked something but ticket is still in active stage
        - We check the LAST message, not oldest_unanswered_customer_message_date
          (that field indicates customer waiting for team, which is the opposite)
        
        IMPORTANT: 
        - oldest_unanswered_customer_message_date = customer sent message, team hasn't responded
          → This means "waiting for TEAM response", NOT customer response
        - We need the opposite: last message from TEAM = "waiting for CUSTOMER response"
        """
        open_tickets = tickets.filtered(lambda t: not t.stage_id.fold)
        
        if not open_tickets:
            return {
                'count': 0,
                'tickets': [],
                'by_stage': {},
                'by_reason': {
                    'excluded_stage': 0,
                    'last_message_from_team': 0,
                },
            }
        
        waiting_tickets = []
        waiting_by_stage = {}
        waiting_by_reason = {
            'excluded_stage': 0,
            'last_message_from_team': 0,
        }
        
        # Get all messages for open tickets in one efficient query
        # Exclude system messages (author_id = False or OdooBot)
        comment_subtype = request.env.ref('mail.mt_comment')
        odoobot = request.env.ref('base.partner_root', raise_if_not_found=False)
        odoobot_id = odoobot.id if odoobot else False
        
        all_messages = request.env['mail.message'].search([
            ('model', '=', 'helpdesk.ticket'),
            ('res_id', 'in', open_tickets.ids),
            ('subtype_id', '=', comment_subtype.id),
            ('message_type', 'in', ['email', 'comment']),
            ('author_id', '!=', False),  # Exclude messages without author
        ], order='res_id, date desc')
        
        # Filter out OdooBot messages if exists
        if odoobot_id:
            all_messages = all_messages.filtered(lambda m: m.author_id.id != odoobot_id)
        
        # Group messages by ticket and get last message for each
        last_message_map = {}
        current_ticket_id = None
        for msg in all_messages:
            if msg.res_id != current_ticket_id:
                # First message for this ticket (already sorted desc)
                last_message_map[msg.res_id] = msg
                current_ticket_id = msg.res_id
        
        for ticket in open_tickets:
            # PRIMARY: Check if in SLA excluded stage (waiting stage)
            # This is explicit and most reliable - if in excluded stage, definitely waiting
            excluded_stages = ticket.sudo().sla_ids.mapped('exclude_stage_ids')
            is_in_waiting_stage = ticket.stage_id in excluded_stages
            
            if is_in_waiting_stage:
                # Ticket is in excluded stage = explicitly waiting for customer
                # BUT: Only if ticket has been assigned (team has interacted)
                # This prevents new unassigned tickets from appearing
                if ticket.assign_date or ticket.user_id:
                    waiting_tickets.append(ticket)
                    waiting_by_reason['excluded_stage'] += 1
                    
                    stage_name = ticket.stage_id.name
                    if stage_name not in waiting_by_stage:
                        waiting_by_stage[stage_name] = []
                    waiting_by_stage[stage_name].append(ticket)
                continue
            
            # SECONDARY: Check if last message is from helpdesk team
            # Only if ticket is NOT in excluded stage
            last_msg = last_message_map.get(ticket.id)
            
            if last_msg:
                # Check if last message is from helpdesk team (internal user)
                is_helpdesk_msg = False
                if last_msg.author_id:
                    # Check if author has internal users (not share/portal)
                    author_users = last_msg.author_id.user_ids
                    if author_users:
                        # Message is from helpdesk if any user is internal (not share/portal)
                        is_helpdesk_msg = any(not user.share for user in author_users)
                    else:
                        # No users associated with author = likely external/customer
                        is_helpdesk_msg = False
                
                if is_helpdesk_msg:
                    # Last message is from team → waiting for customer response
                    # BUT: Only if ticket has been assigned (team has started working)
                    # This excludes brand new tickets that are waiting for team, not customer
                    # Also exclude if ticket was just created (less than 1 hour ago) and not assigned
                    from datetime import datetime, timedelta
                    one_hour_ago = datetime.now() - timedelta(hours=1)
                    
                    # Only include if:
                    # 1. Ticket has been assigned (team started working), OR
                    # 2. Ticket is older than 1 hour (not brand new)
                    if ticket.assign_date or ticket.user_id or ticket.create_date < one_hour_ago:
                        waiting_tickets.append(ticket)
                        waiting_by_reason['last_message_from_team'] += 1
                    continue
            
            # If no messages at all, it's a new ticket
            # New tickets are NOT waiting for customer response (they're waiting for team)
            # So we don't include them
        
        # Sort by waiting time (oldest first)
        waiting_tickets_sorted = sorted(
            waiting_tickets,
            key=lambda t: (
                t.date_last_stage_update if t.stage_id in t.sudo().sla_ids.mapped('exclude_stage_ids')
                else last_message_map.get(t.id, request.env['mail.message']).date if last_message_map.get(t.id)
                else t.date_last_stage_update
                or t.create_date
            )
        )
        
        return {
            'count': len(waiting_tickets),
            'tickets': waiting_tickets_sorted[:10],
            'by_stage': {name: len(tickets) for name, tickets in waiting_by_stage.items()},
            'by_reason': waiting_by_reason,
        }

    @http.route(['/my/tickets-dashboard'], type='http', auth="user", website=True)
    def my_helpdesk_tickets_dashboard(self, **kw):
        """
        Dashboard view for tickets at /my/tickets-dashboard.
        Shows metrics and summary instead of full list.
        """
        values = self._prepare_portal_layout_values()
        dashboard_data = self._prepare_tickets_dashboard_values()
        
        values.update({
            'page_name': 'ticket',
            'default_url': '/my/tickets-dashboard',
            'dashboard_data': dashboard_data,
        })
        
        return request.render("theme_m22tc.portal_helpdesk_ticket_dashboard", values)

    @http.route(['/my/tickets', '/my/tickets/page/<int:page>'], type='http', auth="user", website=True)
    def my_helpdesk_tickets(self, page=1, date_begin=None, date_end=None, sortby=None, filterby='all', search=None, groupby=None, search_in='name', **kw):
        """
        Override native /my/tickets route to set default groupby='stage_id' when not specified.
        This preserves native behavior while adding default grouping.
        """
        # Set default groupby to 'stage_id' only if not provided (None)
        if groupby is None:
            groupby = 'stage_id'
        
        # Call parent method with the updated groupby
        return super().my_helpdesk_tickets(
            page=page,
            date_begin=date_begin,
            date_end=date_end,
            sortby=sortby,
            filterby=filterby,
            search=search,
            groupby=groupby,
            search_in=search_in,
            **kw
        )

    @http.route([
        '/my/ticket/approve/<int:ticket_id>',
        '/my/ticket/approve/<int:ticket_id>/<access_token>',
    ], type='http', auth="public", website=True)
    def ticket_approve(self, ticket_id=None, access_token=None, **kw):
        """
        Approve ticket when it's in an excluded stage (waiting for approval).
        Moves ticket to next stage (typically Resolved/Closed).
        """
        try:
            ticket_sudo = self._document_check_access('helpdesk.ticket', ticket_id, access_token)
        except (AccessError, MissingError):
            return request.redirect('/my')

        # Check if ticket is in an excluded stage (waiting for customer)
        excluded_stages = ticket_sudo.sla_ids.mapped('exclude_stage_ids')
        if ticket_sudo.stage_id not in excluded_stages:
            raise UserError(_("This ticket is not waiting for your approval."))

        # Find next stage (higher sequence, typically Resolved/Closed)
        next_stages = ticket_sudo.team_id.stage_ids.filtered(
            lambda s: s.sequence > ticket_sudo.stage_id.sequence
        ).sorted('sequence')
        
        if not next_stages:
            # If no next stage, try to find closing stage
            closing_stage = ticket_sudo.team_id._get_closing_stage()
            if closing_stage:
                next_stage = closing_stage[0]
            else:
                raise UserError(_("No next stage found for this ticket."))
        else:
            next_stage = next_stages[0]

        # Move to next stage
        ticket_sudo.write({'stage_id': next_stage.id})
        
        # Post message
        body = _('Ticket approved by the customer')
        ticket_sudo.with_context(mail_create_nosubscribe=True).message_post(
            body=body, 
            message_type='comment', 
            subtype_xmlid='mail.mt_note'
        )

        return request.redirect('/my/ticket/%s/%s?ticket_approved=1' % (ticket_id, access_token or ''))

    @http.route([
        '/my/ticket/reject/<int:ticket_id>',
        '/my/ticket/reject/<int:ticket_id>/<access_token>',
    ], type='http', auth="public", website=True)
    def ticket_reject(self, ticket_id=None, access_token=None, **kw):
        """
        Reject ticket when it's in an excluded stage (waiting for approval).
        Moves ticket back to previous non-excluded stage (typically In Progress).
        """
        try:
            ticket_sudo = self._document_check_access('helpdesk.ticket', ticket_id, access_token)
        except (AccessError, MissingError):
            return request.redirect('/my')

        # Check if ticket is in an excluded stage (waiting for customer)
        excluded_stages = ticket_sudo.sla_ids.mapped('exclude_stage_ids')
        if ticket_sudo.stage_id not in excluded_stages:
            raise UserError(_("This ticket is not waiting for your approval."))

        # Find previous non-excluded stage (lower sequence, not in excluded stages)
        prev_stages = ticket_sudo.team_id.stage_ids.filtered(
            lambda s: s.sequence < ticket_sudo.stage_id.sequence 
            and s not in excluded_stages
        ).sorted('sequence', reverse=True)
        
        if not prev_stages:
            # If no previous stage, try to find first non-excluded stage
            first_stages = ticket_sudo.team_id.stage_ids.filtered(
                lambda s: s not in excluded_stages
            ).sorted('sequence')
            if first_stages:
                prev_stage = first_stages[0]
            else:
                raise UserError(_("No previous stage found for this ticket."))
        else:
            prev_stage = prev_stages[0]

        # Move to previous stage
        ticket_sudo.write({'stage_id': prev_stage.id})
        
        # Post message
        body = _('Ticket rejected by the customer - needs more work')
        ticket_sudo.with_context(mail_create_nosubscribe=True).message_post(
            body=body, 
            message_type='comment', 
            subtype_xmlid='mail.mt_note'
        )

        return request.redirect('/my/ticket/%s/%s?ticket_rejected=1' % (ticket_id, access_token or ''))