staff notifications

services/tickets.js

@@ -43,20 +43,47 @@ function toDiscordSafeName(str) {
     .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);
+/**
+ * Resolve a human-friendly creator nickname for channel naming.
+ * Discord tickets: guild member displayName. Email tickets: senderLocal.
+ * @param {import('discord.js').Guild} guild
+ * @param {object} ticket
+ * @returns {Promise<string>}
+ */
+async function resolveCreatorNickname(guild, ticket) {
+  if (ticket.gmailThreadId.startsWith('discord-')) {
+    const creatorUserId = ticket.gmailThreadId.split('-').pop();
+    try {
+      const member = await guild.members.fetch(creatorUserId);
+      return member.displayName;
+    } catch {
+      return getSenderLocal(ticket.senderEmail);
+    }
+  }
+  return getSenderLocal(ticket.senderEmail);
+}
+
+/**
+ * Build a channel name from ticket state.
+ * @param {'unclaimed'|'claimed'|'escalated'|'escalated-claimed'} state
+ * @param {object} ticket
+ * @param {string} creatorNickname - pre-resolved via resolveCreatorNickname
+ * @param {string} [claimerEmoji] - required for claimed / escalated-claimed
+ * @returns {string}
+ */
+function makeTicketName(state, ticket, creatorNickname, claimerEmoji) {
   const num = ticket.ticketNumber || 1;
-  if (escalated) {
-    return (claimed && claimerEmoji && creatorNickname)
-      ? toDiscordSafeName(`e-${claimerEmoji}-${creatorNickname}-${num}`)
-      : `escalated-ticket-${senderLocal}-${num}`;
+  switch (state) {
+    case 'claimed':
+      return toDiscordSafeName(`${claimerEmoji}-${creatorNickname}-${num}`);
+    case 'escalated':
+      return toDiscordSafeName(`escalated-${creatorNickname}-${num}`);
+    case 'escalated-claimed':
+      return toDiscordSafeName(`e-${claimerEmoji}-${creatorNickname}-${num}`);
+    case 'unclaimed':
+    default:
+      return toDiscordSafeName(`unclaimed-${creatorNickname}-${num}`);
   }
-  if (claimed && claimerEmoji && creatorNickname) {
-    return toDiscordSafeName(`${claimerEmoji}-${creatorNickname}-${num}`);
-  }
-  return `ticket-${senderLocal}-${num}`;
 }
 
 async function canRename(ticket) {
@@ -261,7 +288,7 @@ async function cleanupEmptyOverflowCategory(guild, categoryId, categoryName) {
   }
 }
 
-async function createTicketChannel(guild, ticketNumber, userId, subject) {
+async function createTicketChannel(guild, ticketNumber, userId, subject, creatorNickname) {
   if (CONFIG.USE_THREADS && CONFIG.THREAD_PARENT_CHANNEL) {
     const parentChannel = guild.channels.cache.get(CONFIG.THREAD_PARENT_CHANNEL);
     if (!parentChannel) {
@@ -300,7 +327,7 @@ async function createTicketChannel(guild, ticketNumber, userId, subject) {
     let channel;
     try {
       channel = await guild.channels.create({
-        name: `ticket-${ticketNumber}`,
+        name: creatorNickname ? toDiscordSafeName(`unclaimed-${creatorNickname}-${ticketNumber}`) : `ticket-${ticketNumber}`,
         type: ChannelType.GuildText,
         parent: parentId,
         permissionOverwrites: [
@@ -554,6 +581,8 @@ module.exports = {
   RENAME_WINDOW_MS,
   RENAME_LIMIT,
   getSenderLocal,
+  toDiscordSafeName,
+  resolveCreatorNickname,
   makeTicketName,
   canRename,
   minutesFromMs,