whatsapp_web_groups/helpdesk_extras/controllers/website_helpdesk_hours.py

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

import logging

from odoo import http
from odoo.http import request
from odoo.osv import expression

_logger = logging.getLogger(__name__)


class WebsiteHelpdeskHours(http.Controller):
    """Controller for helpdesk hours widget"""

    @http.route("/helpdesk/hours/available", type="json", auth="user", website=True)
    def get_available_hours(self):
        """
        Calculate available hours for the authenticated portal user's partner.

        Returns:
            dict: {
                'total_available': float,  # Total hours available
                'hours_used': float,       # Hours already delivered/used
                'prepaid_hours': float,    # Hours from prepaid orders (not delivered)
                'credit_hours': float,      # Hours calculated from available credit
                'credit_available': float, # Available credit amount
                'highest_price': float,    # Highest price unit for hours
            }
        """
        try:
            # Get contact information early for use in all return cases
            company = request.env.company
            config_param = request.env["ir.config_parameter"].sudo()
            whatsapp_number = config_param.get_param(
                "helpdesk_extras.whatsapp_number", ""
            )
            company_email = company.email or ""
            packages_url = config_param.get_param(
                "helpdesk_extras.packages_url", "/shop"
            )

            # Check if user is portal
            if not request.env.user._is_portal():
                return {
                    "error": "Access denied: User is not a portal user",
                    "total_available": 0.0,
                    "hours_used": 0.0,
                    "prepaid_hours": 0.0,
                    "credit_hours": 0.0,
                    "credit_available": 0.0,
                    "highest_price": 0.0,
                    "whatsapp_number": whatsapp_number,
                    "email": company_email,
                    "packages_url": packages_url,
                }

            partner = request.env.user.partner_id.commercial_partner_id

            # Get UoM hour reference (use sudo to access uom.uom)
            try:
                uom_hour = request.env.ref("uom.product_uom_hour").sudo()
            except Exception as e:
                return {
                    "error": f"Error getting UoM hour: {str(e)}",
                    "total_available": 0.0,
                    "hours_used": 0.0,
                    "prepaid_hours": 0.0,
                    "credit_hours": 0.0,
                    "credit_available": 0.0,
                    "highest_price": 0.0,
                    "whatsapp_number": whatsapp_number,
                    "email": company_email,
                    "packages_url": packages_url,
                }

            # Get helpdesk teams where this user is a collaborator
            collaborator_teams = (
                request.env["helpdesk.team.collaborator"]
                .sudo()
                .search([("partner_id", "=", partner.id)])
                .mapped("team_id")
            )

            # If user is not a collaborator in any team, return empty results
            if not collaborator_teams:
                return {
                    "total_available": 0.0,
                    "hours_used": 0.0,
                    "prepaid_hours": 0.0,
                    "credit_hours": 0.0,
                    "credit_available": 0.0,
                    "highest_price": 0.0,
                    "whatsapp_number": whatsapp_number,
                    "email": company_email,
                    "packages_url": packages_url,
                }

            # Get all prepaid sale order lines for the partner
            # Following Odoo's standard procedure from helpdesk_sale_timesheet
            SaleOrderLine = request.env["sale.order.line"].sudo()

            # Use the same domain that Odoo uses in _get_last_sol_of_customer
            # This ensures we follow Odoo's standard procedure
            domain = [
                ("company_id", "=", company.id),
                ("order_partner_id", "child_of", partner.id),
                ("state", "in", ["sale", "done"]),
                ("remaining_hours", ">", 0),  # Only lines with remaining hours
            ]

            # Check if sale_timesheet module is installed
            has_sale_timesheet = "sale_timesheet" in request.env.registry._init_modules
            if has_sale_timesheet:
                # Use _domain_sale_line_service to filter service products correctly
                # This is the same method Odoo uses internally in _get_last_sol_of_customer
                try:
                    service_domain = SaleOrderLine._domain_sale_line_service(
                        check_state=False
                    )
                    # Combine domains using expression.AND() as Odoo does
                    domain = expression.AND([domain, service_domain])
                except Exception:
                    # Fallback if _domain_sale_line_service is not available
                    domain = expression.AND(
                        [
                            domain,
                            [
                                ("product_id.type", "=", "service"),
                                ("product_id.service_policy", "=", "ordered_prepaid"),
                                ("remaining_hours_available", "=", True),
                            ],
                        ]
                    )

            # Search for prepaid lines following Odoo's standard procedure
            prepaid_sol_lines = SaleOrderLine.search(domain)

            # Filter lines from orders that have received payment
            # Only consider hours from orders with paid invoices
            helpdesk_team_model = request.env["helpdesk.team"]

            # Filter lines from orders that have received payment
            # Use explicit loop to handle exceptions properly
            paid_prepaid_lines = request.env["sale.order.line"].sudo()
            for line in prepaid_sol_lines:
                try:
                    if helpdesk_team_model._is_order_paid(line.order_id):
                        paid_prepaid_lines |= line
                except Exception as e:
                    # Log exception only in debug mode
                    _logger.debug(
                        "Error checking payment for line %s, order %s: %s",
                        line.id,
                        line.order_id.id,
                        str(e),
                        exc_info=True
                    )

            # Calculate prepaid hours using Odoo's remaining_hours field
            # This is the correct way as it handles UOM conversion automatically
            prepaid_hours = 0.0
            highest_price = 0.0

            for line in paid_prepaid_lines:
                # Use remaining_hours directly (already in hours, handles UOM conversion)
                # This is the field Odoo uses and calculates correctly
                remaining = line.remaining_hours or 0.0
                prepaid_hours += max(0.0, remaining)

                # Track highest price unit
                if line.price_unit > highest_price:
                    highest_price = line.price_unit

            # If no paid lines with price, try to get price from all prepaid lines (historical)
            # This is needed to calculate credit_hours even if there are no paid lines currently
            if highest_price == 0 and prepaid_sol_lines:
                for line in prepaid_sol_lines:
                    if line.price_unit > highest_price:
                        highest_price = line.price_unit

            # Calculate hours used from ALL prepaid lines (including those fully consumed)
            # This gives a complete picture of hours used by the customer
            hours_used_domain = [
                ("company_id", "=", company.id),
                ("order_partner_id", "child_of", partner.id),
                ("state", "in", ["sale", "done"]),
            ]

            if has_sale_timesheet:
                try:
                    service_domain = SaleOrderLine._domain_sale_line_service(
                        check_state=False
                    )
                    hours_used_domain = expression.AND(
                        [hours_used_domain, service_domain]
                    )
                except Exception:
                    hours_used_domain = expression.AND(
                        [
                            hours_used_domain,
                            [
                                ("product_id.type", "=", "service"),
                                ("product_id.service_policy", "=", "ordered_prepaid"),
                                ("remaining_hours_available", "=", True),
                            ],
                        ]
                    )

            all_prepaid_lines = SaleOrderLine.search(hours_used_domain)

            # Filter lines from orders that have received payment
            # Only consider hours used from orders with paid invoices
            # Use explicit loop to handle exceptions properly
            paid_all_prepaid_lines = request.env["sale.order.line"].sudo()
            for line in all_prepaid_lines:
                try:
                    if helpdesk_team_model._is_order_paid(line.order_id):
                        paid_all_prepaid_lines |= line
                except Exception as e:
                    # Log exception only in debug mode
                    _logger.debug(
                        "Error checking payment for line %s, order %s: %s",
                        line.id,
                        line.order_id.id,
                        str(e),
                        exc_info=True
                    )

            hours_used = 0.0

            for line in paid_all_prepaid_lines:
                # Calculate hours used: qty_delivered converted to hours
                # Use the same UOM conversion that Odoo uses
                qty_delivered = line.qty_delivered or 0.0
                if qty_delivered > 0:
                    qty_delivered_hours = (
                        line.product_uom._compute_quantity(
                            qty_delivered, uom_hour, raise_if_failure=False
                        )
                        or 0.0
                    )
                    hours_used += qty_delivered_hours

            # Calculate credit hours
            credit_hours = 0.0
            credit_available = 0.0

            # Check if credit limit is configured
            # Use sudo to access credit fields which may have restricted access
            partner_sudo = partner.sudo()
            if company.account_use_credit_limit and partner_sudo.credit_limit > 0:
                credit_used = partner_sudo.credit or 0.0
                credit_available = max(0.0, partner_sudo.credit_limit - credit_used)

                # Convert credit to hours using highest price
                if highest_price > 0 and credit_available > 0:
                    credit_hours = credit_available / highest_price
                elif highest_price == 0 and credit_available > 0:
                    # If no hours sold yet, we can't calculate credit hours
                    # But we still show the credit available
                    credit_hours = 0.0

            total_available = prepaid_hours + credit_hours

            return {
                "total_available": round(total_available, 2),
                "hours_used": round(hours_used, 2),
                "prepaid_hours": round(prepaid_hours, 2),
                "credit_hours": round(credit_hours, 2),
                "credit_available": round(credit_available, 2),
                "highest_price": round(highest_price, 2),
                "whatsapp_number": whatsapp_number,
                "email": company_email,
                "packages_url": packages_url,
            }
        except Exception as e:
            # Log critical errors with full traceback
            _logger.error(
                "Error in get_available_hours for partner %s: %s",
                request.env.user.partner_id.id if request.env.user else "unknown",
                str(e),
                exc_info=True
            )
            # Get contact information for error case
            try:
                company = request.env.company
                config_param = request.env["ir.config_parameter"].sudo()
                whatsapp_number = config_param.get_param(
                    "helpdesk_extras.whatsapp_number", ""
                )
                company_email = company.email or ""
                packages_url = config_param.get_param(
                    "helpdesk_extras.packages_url", "/shop"
                )
            except:
                whatsapp_number = ""
                company_email = ""
                packages_url = "/shop"
            return {
                "error": f"Error al calcular horas disponibles: {str(e)}",
                "total_available": 0.0,
                "hours_used": 0.0,
                "prepaid_hours": 0.0,
                "credit_hours": 0.0,
                "credit_available": 0.0,
                "highest_price": 0.0,
                "whatsapp_number": whatsapp_number,
                "email": company_email,
                "packages_url": packages_url,
            }

    @http.route("/helpdesk/form/check_block", type="json", auth="public", website=True)
    def check_form_block(self, team_id=None):
        """
        Check if the helpdesk ticket form should be blocked.
        Returns True if form should be blocked (has collaborators and no available hours).

        Args:
            team_id: ID of the helpdesk team

        Returns:
            dict: {
                'should_block': bool,  # True if form should be blocked
                'has_collaborators': bool,  # True if team has collaborators
                'has_hours': bool,  # True if user has available hours
                'message': str,  # Message to show if blocked
            }
        """
        try:
            # If user is not portal or public, don't block
            if not request.env.user or not request.env.user._is_portal():
                return {
                    "should_block": False,
                    "has_collaborators": False,
                    "has_hours": True,
                    "message": "",
                }

            if not team_id:
                return {
                    "should_block": False,
                    "has_collaborators": False,
                    "has_hours": True,
                    "message": "",
                }

            # Get the team
            team = request.env["helpdesk.team"].sudo().browse(team_id)
            if not team.exists():
                return {
                    "should_block": False,
                    "has_collaborators": False,
                    "has_hours": True,
                    "message": "",
                }

            # Check if team has collaborators
            has_collaborators = bool(team.collaborator_ids)

            # If no collaborators, don't block
            if not has_collaborators:
                return {
                    "should_block": False,
                    "has_collaborators": False,
                    "has_hours": True,
                    "message": "",
                }

            # Check if user has available hours
            hours_data = self.get_available_hours()
            has_hours = hours_data.get("total_available", 0.0) > 0.0

            # Block only if has collaborators AND no hours
            should_block = has_collaborators and not has_hours

            # Get contact information for message
            config_param = request.env["ir.config_parameter"].sudo()
            whatsapp_number = config_param.get_param(
                "helpdesk_extras.whatsapp_number", ""
            )
            company_email = request.env.company.email or ""
            packages_url = config_param.get_param(
                "helpdesk_extras.packages_url", "/shop"
            )

            message = ""
            if should_block:
                message = "No tienes horas disponibles para crear un ticket. Por favor, contacta con nosotros para adquirir más horas."
                if whatsapp_number or company_email:
                    contact_info = []
                    if whatsapp_number:
                        contact_info.append(f"WhatsApp: {whatsapp_number}")
                    if company_email:
                        contact_info.append(f"Email: {company_email}")
                    if contact_info:
                        message += " " + " | ".join(contact_info)

            return {
                "should_block": should_block,
                "has_collaborators": has_collaborators,
                "has_hours": has_hours,
                "message": message,
            }
        except Exception as e:
            # Log critical errors with full traceback
            _logger.error(
                "Error in check_form_block for team_id %s: %s",
                team_id,
                str(e),
                exc_info=True
            )
            # On error, don't block to avoid breaking the form
            return {
                "should_block": False,
                "has_collaborators": False,
                "has_hours": True,
                "message": "",
            }