audit week 2 [ARCH-001]: split handlers/commands.js into submodules
The 1028-line handlers/commands.js bundled escalation logic + force-close
flow + /response tag CRUD + /panel + /signature + context-menu handlers +
several config-toggle slash commands. After the dispatch-table refactor it
was still a god module. Split into handlers/commands/ with one file per
topic; require('./commands') resolves to handlers/commands/index.js
(handlers/commands.js is removed).
Layout:
helpers.js — requireStaffRole, fetchLoggingChannel
(cross-submodule, kept here to avoid cycles with index.js)
escalation.js — runEscalation, runDeescalation, handleEscalate, handleDeescalate
(run* are still exported via index.js for handlers/buttons.js)
close.js — handleForceClose, handleCancelClose, handleCloseTimer
+ finalizeForceClose / postTranscript (timer callback)
response.js — handleResponse + send/create/edit/delete/list subcommands
+ handleAutocomplete (only /response autocompletes)
panel.js — handlePanel, buildPanelButtonRow, handleSignature
contextMenu.js — handleCreateTicketFromMessage, handleViewUserTickets
index.js — dispatch tables, handleCommand/handleContextMenu, plus the
short-and-not-thematic handlers (notifydm, add, remove,
transfer, move, topic, staffthread, pinmessages, gmailpoll,
help) and the public re-exports.
No behavior change — every imported name, every Discord call, every DB
write, every embed, every reply payload preserved verbatim. Public surface
of require('./commands') is still { handleCommand, handleContextMenu,
handleAutocomplete, runEscalation, runDeescalation }.
Largest single module is now index.js at 299 lines; others are 33–214.
This commit is contained in:
214
handlers/commands/escalation.js
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214
handlers/commands/escalation.js
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/**
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* Escalation flows.
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*
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* runEscalation / runDeescalation are exported for handlers/buttons.js
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* (the tier-pick buttons share this code path). handleEscalate /
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* handleDeescalate are the slash-command entry points.
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*/
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const { EmbedBuilder, MessageFlags } = 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 { makeTicketName, resolveCreatorNickname } = require('../../services/tickets');
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const { sendTicketNotificationEmail } = require('../../services/gmail');
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const { getTicketActionRow } = require('../../utils/ticketComponents');
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const { enqueueRename, enqueueMove, enqueueSend } = require('../../services/channelQueue');
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const { pinMessage } = require('../../services/pinMessage');
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const { logError } = require('../../services/debugLog');
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const { findTicketForChannel, runDeferred } = require('../sharedHelpers');
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const { fetchLoggingChannel } = require('./helpers');
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const Ticket = mongoose.model('Ticket');
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/**
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* Run escalation to a target tier (1 = tier 2, 2 = tier 3). Caller must
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* validate ticket and currentTier < nextTier, and have already deferred.
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*/
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async function runEscalation(interaction, ticket, nextTier, reason) {
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const isDiscordTicket = ticket.gmailThreadId.startsWith('discord-');
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const categoryId = nextTier === 1
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? (isDiscordTicket ? CONFIG.DISCORD_ESCALATED2_CHANNEL_ID : CONFIG.EMAIL_ESCALATED2_CHANNEL_ID)
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: (isDiscordTicket ? CONFIG.DISCORD_ESCALATED3_CHANNEL_ID : CONFIG.EMAIL_ESCALATED3_CHANNEL_ID);
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// Clear claim on escalation
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await Ticket.updateOne(
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{ gmailThreadId: ticket.gmailThreadId },
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{ $set: { escalated: true, escalationTier: nextTier, claimedBy: null, claimerId: null } }
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);
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ticket.escalated = true;
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ticket.escalationTier = nextTier;
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ticket.claimedBy = null;
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const creatorNickname = await resolveCreatorNickname(interaction.guild, ticket);
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const newName = makeTicketName('escalated', ticket, creatorNickname);
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enqueueRename(interaction.channel, newName).catch(err => logError('rename', err).catch(() => {}));
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if (!interaction.channel.isThread() && categoryId) {
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await enqueueMove(interaction.channel, categoryId);
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}
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const pendingEmbed = new EmbedBuilder()
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.setDescription('Ticket will be escalated in a few seconds.')
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.setColor(CONFIG.EMBED_COLOR_INFO);
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await interaction.editReply({ embeds: [pendingEmbed] });
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const creatorId = isDiscordTicket
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? (ticket.gmailThreadId.split('-').pop() || '').trim()
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: null;
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const creatorMention = creatorId ? `<@${creatorId}>` : '';
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const roleMention = CONFIG.ROLE_ID_TO_PING ? `<@&${CONFIG.ROLE_ID_TO_PING}>` : 'a senior team member';
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const heyLine = creatorMention ? `Hey There ${creatorMention} 🥦` : 'Hey There 🥦';
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// Creator + role pings are intentional; still block @everyone/@here if somehow interpolated.
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await enqueueSend(interaction.channel, {
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content: `${heyLine}\n**Getting the senior ${roleMention} for you.**`,
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allowedMentions: { parse: ['users', 'roles'] }
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});
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const escalationBody = CONFIG.ESCALATION_MESSAGE
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.replace(/\\n/g, '\n')
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.replace(/\{support_name\}/g, CONFIG.SUPPORT_NAME);
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const escalatedEmbed = new EmbedBuilder()
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.setTitle(`🚨 Escalated to ${nextTier === 1 ? 'Tier 2' : 'Tier 3'} Support`)
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.setDescription(escalationBody)
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.setColor(CONFIG.EMBED_COLOR_ESCALATED)
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.setFooter({ text: `Escalated by ${interaction.member?.displayName || interaction.user.username}` });
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const updatedTicketForRow = { ...ticket, escalationTier: nextTier, escalated: true };
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const escalationRow = getTicketActionRow(updatedTicketForRow);
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const escalationMsg = await enqueueSend(interaction.channel, {
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content: null,
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embeds: [escalatedEmbed],
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components: [escalationRow]
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});
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if (CONFIG.PIN_ESCALATION_MESSAGE_ENABLED && escalationMsg) {
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await pinMessage(escalationMsg, interaction.client).catch(() => {});
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}
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if (!isDiscordTicket && ticket.gmailThreadId) {
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try {
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const escalatorName = interaction.member?.displayName || interaction.user.username;
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const tierLabel = nextTier === 1 ? 'tier 2' : 'tier 3';
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const emailBody = `${escalatorName} escalated this ticket to ${tierLabel}.${reason ? `\n\nReason: ${reason}` : ''}`;
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await sendTicketNotificationEmail(ticket, null, emailBody, interaction.user.id);
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} catch (emailErr) {
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console.error('Escalation email failed (non-fatal):', emailErr.message);
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}
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}
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if (nextTier === 2 && ticket.welcomeMessageId) {
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try {
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const welcomeMsg = await interaction.channel.messages.fetch(ticket.welcomeMessageId);
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await welcomeMsg.edit({ components: [getTicketActionRow(updatedTicketForRow)] });
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} catch (e) {
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console.error('Failed to update welcome message after escalate:', e.message);
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}
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}
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const logChan = await fetchLoggingChannel(interaction.client);
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if (logChan) {
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const ticketType = isDiscordTicket ? 'Discord' : 'Email';
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const tierLabel = nextTier === 1 ? 'tier 2' : 'tier 3';
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await enqueueSend(logChan,
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`${ticketType} ticket ${interaction.channel} escalated to ${tierLabel} by ${interaction.user.tag}.\nReason: ${reason}`
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);
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}
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}
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/** Run deescalation one step. Caller must validate ticket and currentTier >= 1. */
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async function runDeescalation(interaction, ticket) {
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const currentTier = ticket.escalationTier ?? (ticket.escalated ? 1 : 0);
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const isDiscordTicket = ticket.gmailThreadId.startsWith('discord-');
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const newTier = currentTier - 1;
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await Ticket.updateOne(
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{ gmailThreadId: ticket.gmailThreadId },
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{ $set: { escalated: newTier > 0, escalationTier: newTier, claimedBy: null, claimerId: null } }
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);
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ticket.escalated = newTier > 0;
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ticket.escalationTier = newTier;
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ticket.claimedBy = null;
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const creatorNickname = await resolveCreatorNickname(interaction.guild, ticket);
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const state = newTier === 0 ? 'unclaimed' : 'escalated';
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enqueueRename(interaction.channel, makeTicketName(state, ticket, creatorNickname)).catch(err => logError('rename', err).catch(() => {}));
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if (!interaction.channel.isThread()) {
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try {
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if (newTier === 0) {
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const homeCategory = isDiscordTicket ? CONFIG.DISCORD_TICKET_CATEGORY_ID : CONFIG.TICKET_CATEGORY_ID;
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if (homeCategory) await enqueueMove(interaction.channel, homeCategory);
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} else if (newTier === 1) {
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const t2Category = isDiscordTicket
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? CONFIG.DISCORD_ESCALATED2_CHANNEL_ID
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: CONFIG.EMAIL_ESCALATED2_CHANNEL_ID;
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if (t2Category) await enqueueMove(interaction.channel, t2Category);
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}
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} catch (e) {
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console.error('Move error (deescalate):', e);
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}
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}
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const tierLabel = newTier === 0 ? 'normal' : newTier === 1 ? 'tier 2' : 'tier 3';
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const deescalateEmbed = new EmbedBuilder()
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.setColor(0x00BFFF)
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.setTitle(`✅ De-escalated to ${tierLabel} Support`)
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.setFooter({ text: interaction.member?.displayName || interaction.user.username });
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await interaction.editReply({ embeds: [deescalateEmbed] });
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const logChan = await fetchLoggingChannel(interaction.client);
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if (logChan) {
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const ticketType = isDiscordTicket ? 'Discord' : 'Email';
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await enqueueSend(logChan,
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`${ticketType} ticket ${interaction.channel} de‑escalated to ${tierLabel} by ${interaction.user.tag}.`
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);
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}
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}
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async function handleEscalate(interaction) {
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const reason = null;
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const level = interaction.options.getString('level');
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const nextTier = level === '3' ? 2 : 1;
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const ticket = await findTicketForChannel(interaction);
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if (!ticket) return;
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const currentTier = ticket.escalationTier ?? (ticket.escalated ? 1 : 0);
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if (currentTier >= 2) {
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return interaction.reply({ content: 'This ticket is already at tier 3 support.', flags: MessageFlags.Ephemeral });
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}
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if (nextTier <= currentTier) {
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return interaction.reply({ content: 'Ticket is already at or past that tier.', flags: MessageFlags.Ephemeral });
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}
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const isDiscordTicket = ticket.gmailThreadId.startsWith('discord-');
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const categoryId = nextTier === 1
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? (isDiscordTicket ? CONFIG.DISCORD_ESCALATED2_CHANNEL_ID : CONFIG.EMAIL_ESCALATED2_CHANNEL_ID)
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: (isDiscordTicket ? CONFIG.DISCORD_ESCALATED3_CHANNEL_ID : CONFIG.EMAIL_ESCALATED3_CHANNEL_ID);
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const configKey = nextTier === 1 ? 'ESCALATED2' : 'ESCALATED3';
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if (!categoryId && !interaction.channel.isThread()) {
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return interaction.reply({
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content: `${configKey} is not configured for ${isDiscordTicket ? 'Discord' : 'email'} tickets.`,
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flags: MessageFlags.Ephemeral
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});
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}
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await runDeferred(interaction, 'escalate', () =>
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runEscalation(interaction, ticket, nextTier, reason)
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);
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}
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async function handleDeescalate(interaction) {
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const ticket = await findTicketForChannel(interaction);
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if (!ticket) return;
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const currentTier = ticket.escalationTier ?? (ticket.escalated ? 1 : 0);
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if (currentTier === 0) {
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return interaction.reply({ content: 'This ticket is not escalated.', flags: MessageFlags.Ephemeral });
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}
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await runDeferred(interaction, 'de-escalate',
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() => runDeescalation(interaction, ticket),
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{ flags: MessageFlags.Ephemeral }
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);
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}
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module.exports = { runEscalation, runDeescalation, handleEscalate, handleDeescalate };
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