change in ticket renaming and flow

services/tickets.js

@@ -33,14 +33,29 @@ function getSenderLocal(senderEmail) {
   return (senderEmail || 'unknown').split('@')[0].toLowerCase();
 }
 
-function makeTicketName({ escalated, claimed }, ticket, guild) {
+function toDiscordSafeName(str) {
+  return str
+    .toLowerCase()
+    .replace(/\s+/g, '-')
+    .replace(/[^\p{L}\p{N}\p{Emoji_Presentation}-]/gu, '')
+    .replace(/-{2,}/g, '-')
+    .replace(/^-+|-+$/g, '')
+    .slice(0, 100);
+}
+
+// claimerEmoji and creatorNickname are only used in the claimed branch.
+// Callers that do not pass them (e.g. escalation rename) get the unclaimed name as before.
+function makeTicketName({ escalated, claimed }, ticket, guild, claimerEmoji, creatorNickname) {
   const senderLocal = getSenderLocal(ticket.senderEmail);
   const num = ticket.ticketNumber || 1;
   if (escalated) {
-    return claimed
-      ? `e-ticket-${senderLocal}-${num}`
+    return (claimed && claimerEmoji && creatorNickname)
+      ? toDiscordSafeName(`e-${claimerEmoji}-${creatorNickname}-${num}`)
       : `escalated-ticket-${senderLocal}-${num}`;
   }
+  if (claimed && claimerEmoji && creatorNickname) {
+    return toDiscordSafeName(`${claimerEmoji}-${creatorNickname}-${num}`);
+  }
   return `ticket-${senderLocal}-${num}`;
 }