root
427
services/tickets.js
Normal file
427
services/tickets.js
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/**
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* Ticket database helpers – counters, rename, limits, auto-close,
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* reminders, auto-unclaim, channel creation.
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*/
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const { ChannelType, PermissionFlagsBits } = require('discord.js');
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const { mongoose } = require('../db-connection');
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const { CONFIG } = require('../config');
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const { getPriorityEmoji } = require('../utils');
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const Ticket = mongoose.model('Ticket');
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const TicketCounter = mongoose.model('TicketCounter');
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// --- TICKET NUMBER ---
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async function getNextTicketNumber(senderEmail) {
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const senderLocal = senderEmail.split('@')[0].toLowerCase();
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const counter = await TicketCounter.findOneAndUpdate(
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{ senderLocal },
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{ $inc: { counter: 1 } },
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{ upsert: true, new: true, setDefaultsOnInsert: true }
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);
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return { local: senderLocal, number: counter.counter };
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}
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async function saveZammadId(gmailThreadId, zammadId) {
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await Ticket.updateOne(
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{ gmailThreadId },
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{ $set: { zammadTicketId: zammadId } }
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);
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}
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// --- RENAME + NAMING ---
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// Discord rate limit: 2 channel renames per 10 minutes per channel (see https://discord.com/developers/docs/topics/rate-limits).
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// When limit is reached we skip the rename and post: "Channel renamed too quickly. Try again <t:unlock:R>."
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const RENAME_WINDOW_MS = 10 * 60 * 1000; // 10 minutes
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const RENAME_LIMIT = 2;
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function getSenderLocal(senderEmail) {
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return (senderEmail || 'unknown').split('@')[0].toLowerCase();
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}
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function makeTicketName({ escalated, claimed }, ticket, guild) {
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const senderLocal = getSenderLocal(ticket.senderEmail);
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const num = ticket.ticketNumber || 1;
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if (escalated) {
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return claimed
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? `e-ticket-${senderLocal}-${num}`
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: `escalated-ticket-${senderLocal}-${num}`;
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}
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return `ticket-${senderLocal}-${num}`;
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}
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async function canRename(ticket) {
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const now = Date.now();
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const windowStart = (ticket.renameWindowStart && new Date(ticket.renameWindowStart).getTime()) || 0;
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let count = ticket.renameCount || 0;
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if (now - windowStart >= RENAME_WINDOW_MS) {
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await Ticket.updateOne(
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{ gmailThreadId: ticket.gmailThreadId },
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{ $set: { renameWindowStart: new Date(now), renameCount: 0 } }
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);
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ticket.renameWindowStart = new Date(now);
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ticket.renameCount = 0;
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return { ok: true, remaining: RENAME_LIMIT, waitMs: 0 };
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}
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const remaining = RENAME_LIMIT - count;
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if (remaining <= 0) {
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const waitMs = RENAME_WINDOW_MS - (now - windowStart);
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return { ok: false, remaining: 0, waitMs };
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}
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await Ticket.updateOne(
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{ gmailThreadId: ticket.gmailThreadId },
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{ $inc: { renameCount: 1 } }
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);
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ticket.renameCount = count + 1;
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return { ok: true, remaining: RENAME_LIMIT - (count + 1), waitMs: 0 };
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}
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function minutesFromMs(ms) {
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return Math.max(1, Math.ceil(ms / 60000));
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}
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// --- RATE LIMIT (per-user ticket creation) ---
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const ticketCreationByUser = new Map(); // userId -> { count, resetAt }
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/**
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* Check if the user can create a ticket (rate limit). If allowed, consumes one slot.
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* @param {string} userId - Discord user ID
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* @returns {{ allowed: boolean, retryAfterMs?: number }}
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*/
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function checkTicketCreationRateLimit(userId) {
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const limit = CONFIG.RATE_LIMIT_TICKETS_PER_USER;
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const windowMs = (CONFIG.RATE_LIMIT_WINDOW_MINUTES || 60) * 60 * 1000;
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if (!limit || limit <= 0) return { allowed: true };
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const now = Date.now();
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let entry = ticketCreationByUser.get(userId);
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if (!entry || now >= entry.resetAt) {
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entry = { count: 1, resetAt: now + windowMs };
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ticketCreationByUser.set(userId, entry);
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return { allowed: true };
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}
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if (entry.count >= limit) {
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return { allowed: false, retryAfterMs: entry.resetAt - now };
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}
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entry.count++;
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return { allowed: true };
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}
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// --- CHANNEL CREATION (overflow: Discord limit 50 channels per category) ---
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const CHANNELS_PER_CATEGORY_LIMIT = 50;
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/**
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* Pick the first category that has room (< 50 channels). Main + overflow IDs in order.
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* @param {import('discord.js').Guild} guild
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* @param {string[]} categoryIds [mainId, ...overflowIds]
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* @returns {string|null} category id to use as parent, or null
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*/
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function pickTicketCategoryId(guild, categoryIds) {
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if (!guild || !Array.isArray(categoryIds)) return null;
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const list = categoryIds.filter(Boolean);
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for (const id of list) {
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const cat = guild.channels.cache.get(id);
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if (!cat || cat.type !== ChannelType.GuildCategory) continue;
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const count = guild.channels.cache.filter(c => c.parentId === id).size;
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if (count < CHANNELS_PER_CATEGORY_LIMIT) return id;
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}
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return list[0] || null;
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}
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async function createTicketChannel(guild, ticketNumber, userId, subject) {
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if (CONFIG.USE_THREADS && CONFIG.THREAD_PARENT_CHANNEL) {
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const parentChannel = guild.channels.cache.get(CONFIG.THREAD_PARENT_CHANNEL);
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if (!parentChannel) {
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throw new Error('Thread parent channel not found');
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}
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const thread = await parentChannel.threads.create({
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name: `🎫・ticket-${ticketNumber}`,
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autoArchiveDuration: 1440,
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type: ChannelType.PrivateThread,
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invitable: false,
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reason: `Ticket #${ticketNumber}`
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});
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await thread.members.add(userId);
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// Add all members with the support role so they can see and reply in the thread
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if (CONFIG.ROLE_ID_TO_PING) {
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const role = guild.roles.cache.get(CONFIG.ROLE_ID_TO_PING);
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if (role?.members?.size) {
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for (const [memberId] of role.members) {
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if (memberId === userId) continue; // already added
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await thread.members.add(memberId).catch(() => {});
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}
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}
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}
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return thread;
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} else {
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const categoryIds = [CONFIG.TICKET_CATEGORY_ID, ...(CONFIG.EMAIL_TICKET_OVERFLOW_CATEGORY_IDS || [])];
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const parentId = pickTicketCategoryId(guild, categoryIds);
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if (!parentId) {
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throw new Error('Ticket category not found or all categories full (50 channels max per category)');
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}
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const channel = await guild.channels.create({
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name: `ticket-${ticketNumber}`,
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type: ChannelType.GuildText,
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parent: parentId,
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permissionOverwrites: [
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{
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id: guild.id,
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deny: [PermissionFlagsBits.ViewChannel]
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},
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{
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id: userId,
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allow: [
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PermissionFlagsBits.ViewChannel,
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PermissionFlagsBits.SendMessages,
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PermissionFlagsBits.ReadMessageHistory
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]
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},
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{
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id: CONFIG.ROLE_ID_TO_PING,
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allow: [
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PermissionFlagsBits.ViewChannel,
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PermissionFlagsBits.SendMessages,
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PermissionFlagsBits.ReadMessageHistory
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]
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}
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]
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});
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return channel;
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}
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}
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/**
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* Create a private Discord ticket thread under DISCORD_THREAD_CHANNEL_ID.
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* Adds creator and all members with ROLE_ID_TO_PING.
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* @param {import('discord.js').Guild} guild
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* @param {number} ticketNumber
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* @param {string} creatorUserId
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* @returns {Promise<import('discord.js').ThreadChannel>}
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*/
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async function createDiscordTicketAsThread(guild, ticketNumber, creatorUserId) {
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const parentId = CONFIG.DISCORD_THREAD_CHANNEL_ID;
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if (!parentId) throw new Error('DISCORD_THREAD_CHANNEL_ID is not set');
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const parentChannel = guild.channels.cache.get(parentId);
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if (!parentChannel) throw new Error('Discord thread parent channel not found');
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const thread = await parentChannel.threads.create({
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name: `🎫・ticket-${ticketNumber}`,
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autoArchiveDuration: 1440,
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type: ChannelType.PrivateThread,
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invitable: false,
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reason: `Ticket #${ticketNumber}`
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});
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await thread.members.add(creatorUserId);
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if (CONFIG.ROLE_ID_TO_PING) {
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const role = guild.roles.cache.get(CONFIG.ROLE_ID_TO_PING);
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if (role?.members?.size) {
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for (const [memberId] of role.members) {
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if (memberId === creatorUserId) continue;
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await thread.members.add(memberId).catch(() => {});
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}
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}
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}
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return thread;
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}
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/**
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* Create a private email ticket thread under EMAIL_THREAD_CHANNEL_ID.
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* Adds all members with ROLE_ID_TO_PING (no creator; email tickets have no Discord user).
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* @param {import('discord.js').Guild} guild
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* @param {number} ticketNumber
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* @param {string} chanName
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* @returns {Promise<import('discord.js').ThreadChannel>}
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*/
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async function createEmailTicketAsThread(guild, ticketNumber, chanName) {
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const parentId = CONFIG.EMAIL_THREAD_CHANNEL_ID;
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if (!parentId) throw new Error('EMAIL_THREAD_CHANNEL_ID is not set');
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const parentChannel = guild.channels.cache.get(parentId);
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if (!parentChannel) throw new Error('Email thread parent channel not found');
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const thread = await parentChannel.threads.create({
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name: chanName || `🎫・ticket-${ticketNumber}`,
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autoArchiveDuration: 1440,
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type: ChannelType.PrivateThread,
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invitable: false,
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reason: `Ticket #${ticketNumber}`
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});
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if (CONFIG.ROLE_ID_TO_PING) {
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const role = guild.roles.cache.get(CONFIG.ROLE_ID_TO_PING);
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if (role?.members?.size) {
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for (const [memberId] of role.members) {
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await thread.members.add(memberId).catch(() => {});
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}
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}
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}
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return thread;
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}
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// --- LIMITS & PERMISSIONS ---
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async function checkTicketLimits(senderEmail) {
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if (!CONFIG.GLOBAL_TICKET_LIMIT) return { ok: true };
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const currentCount = await Ticket.countDocuments({ senderEmail, status: 'open' });
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if (currentCount >= CONFIG.GLOBAL_TICKET_LIMIT) {
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return {
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ok: false,
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reason: `You have reached the maximum limit of ${CONFIG.GLOBAL_TICKET_LIMIT} open tickets.`
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};
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}
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return { ok: true };
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}
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function hasBlacklistedRole(member) {
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if (!CONFIG.BLACKLISTED_ROLES || CONFIG.BLACKLISTED_ROLES.length === 0) {
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return false;
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}
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return member.roles.cache.some(role =>
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CONFIG.BLACKLISTED_ROLES.includes(role.id)
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);
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}
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// --- ACTIVITY ---
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async function updateTicketActivity(gmailThreadId) {
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const now = new Date();
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await Ticket.updateOne(
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{ gmailThreadId },
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{ $set: { lastActivity: now, reminderSent: false } }
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);
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}
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// --- SCHEDULED CHECKS ---
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// These accept `client` and optionally `sendTicketClosedEmail` to avoid circular deps.
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async function checkAutoClose(client, sendTicketClosedEmail) {
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if (!CONFIG.AUTO_CLOSE_ENABLED) return;
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const cutoffTime = new Date(Date.now() - (CONFIG.AUTO_CLOSE_AFTER_HOURS * 60 * 60 * 1000));
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const staleTickets = await Ticket.find({
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status: 'open',
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lastActivity: { $lt: cutoffTime, $ne: null }
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}).lean();
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for (const ticket of staleTickets) {
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try {
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const guild = client.guilds.cache.first();
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if (!guild) continue;
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const channel = await guild.channels.fetch(ticket.discordThreadId).catch(() => null);
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if (channel) {
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await channel.send(CONFIG.AUTO_CLOSE_MESSAGE);
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await Ticket.updateOne(
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{ gmailThreadId: ticket.gmailThreadId },
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{ $set: { status: 'closed' } }
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);
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await sendTicketClosedEmail(ticket, 'Auto-Close System');
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setTimeout(() => channel.delete().catch(() => {}), 5000);
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}
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} catch (error) {
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console.error(`Auto-close error for ticket ${ticket.gmailThreadId}:`, error);
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}
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}
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}
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async function checkReminders(client) {
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if (!CONFIG.REMINDER_ENABLED) return;
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const reminderTime = new Date(Date.now() - (CONFIG.REMINDER_AFTER_HOURS * 60 * 60 * 1000));
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const ticketsNeedingReminder = await Ticket.find({
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status: 'open',
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lastActivity: { $lt: reminderTime, $ne: null },
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reminderSent: false
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}).lean();
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for (const ticket of ticketsNeedingReminder) {
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try {
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const guild = client.guilds.cache.first();
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if (!guild) continue;
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const channel = await guild.channels.fetch(ticket.discordThreadId).catch(() => null);
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if (channel) {
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const message = CONFIG.REMINDER_MESSAGE.replace('{hours}', CONFIG.REMINDER_AFTER_HOURS);
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await channel.send(message);
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await Ticket.updateOne(
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{ gmailThreadId: ticket.gmailThreadId },
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{ $set: { reminderSent: true } }
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);
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}
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} catch (error) {
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console.error(`Reminder error for ticket ${ticket.gmailThreadId}:`, error);
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}
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}
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}
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async function checkAutoUnclaim(client) {
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if (!CONFIG.AUTO_UNCLAIM_ENABLED) return;
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const unclaimTime = new Date(Date.now() - (CONFIG.AUTO_UNCLAIM_AFTER_HOURS * 60 * 60 * 1000));
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const staleClaimedTickets = await Ticket.find({
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status: 'open',
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claimedBy: { $ne: null },
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lastActivity: { $lt: unclaimTime, $ne: null }
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}).lean();
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for (const ticket of staleClaimedTickets) {
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try {
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const guild = client.guilds.cache.first();
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if (!guild) continue;
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const channel = await guild.channels.fetch(ticket.discordThreadId).catch(() => null);
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if (channel) {
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await Ticket.updateOne(
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{ gmailThreadId: ticket.gmailThreadId },
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{ $set: { claimedBy: null } }
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);
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await channel.send(
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`This ticket has been auto-unclaimed due to inactivity (${CONFIG.AUTO_UNCLAIM_AFTER_HOURS} hours).`
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);
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console.log(`Auto-unclaimed ticket ${ticket.gmailThreadId}`);
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}
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} catch (error) {
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console.error(`Auto-unclaim error for ticket ${ticket.gmailThreadId}:`, error);
|
||||
}
|
||||
}
|
||||
}
|
||||
|
||||
module.exports = {
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getNextTicketNumber,
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||||
saveZammadId,
|
||||
pickTicketCategoryId,
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||||
createDiscordTicketAsThread,
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||||
createEmailTicketAsThread,
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||||
RENAME_WINDOW_MS,
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RENAME_LIMIT,
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getSenderLocal,
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||||
makeTicketName,
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||||
canRename,
|
||||
minutesFromMs,
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||||
checkTicketCreationRateLimit,
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||||
createTicketChannel,
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||||
checkTicketLimits,
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||||
hasBlacklistedRole,
|
||||
updateTicketActivity,
|
||||
checkAutoClose,
|
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checkReminders,
|
||||
checkAutoUnclaim
|
||||
};
|
||||
Reference in New Issue
Block a user