broccolini-bot/gmail-poll.js

/**
 * Gmail polling – fetches unread emails and creates/updates Discord ticket channels.
 *
 * `poll()` is the orchestrator: list → locate guild → for each message,
 * parse → look up existing → branch (append-followup vs create-ticket) → mark read.
 * Each step delegates to a single-responsibility helper below.
 */
const {
  ChannelType,
  EmbedBuilder,
  PermissionFlagsBits
} = require('discord.js');
const { mongoose, withRetry } = require('./db-connection');
const { CONFIG } = require('./config');
const {
  getCleanBody,
  extractRawEmail,
  stripEmailQuotes,
  stripMobileFooter,
  detectGame,
  sanitizeEmbedText
} = require('./utils');
const { getGmailClient } = require('./services/gmail');
const { moveThreadToFolder, autoAdvanceFolder } = require('./services/gmailLabels');
const { getNextTicketNumber, checkTicketLimits, getOrCreateTicketCategory, toDiscordSafeName, getSenderLocal } = require('./services/tickets');
const { logError } = require('./services/debugLog');
const { enqueueSend } = require('./services/channelQueue');
const { getTicketActionRow } = require('./utils/ticketComponents');
const { recordAction } = require('./services/staffStats');

const Ticket = mongoose.model('Ticket');
const Transcript = mongoose.model('Transcript');

let isPolling = false;
let authErrorNotified = false;
let pollSuspended = false;

function setPollSuspended(val) {
  pollSuspended = !!val;
  if (!pollSuspended) authErrorNotified = false;
}

// ============================================================
// Helpers (extracted from the original 309-line poll()).
// ============================================================

/**
 * Pick the guild for this poll iteration. Honors DISCORD_GUILD_ID when set,
 * otherwise falls back to the first guild in the cache. Returns null with a
 * warning if no usable guild is available; caller should bail.
 */
function locateGuild(client) {
  if (CONFIG.DISCORD_GUILD_ID) {
    const g = client.guilds.cache.get(CONFIG.DISCORD_GUILD_ID);
    if (!g) {
      console.warn('Configured guild not found for DISCORD_GUILD_ID:', CONFIG.DISCORD_GUILD_ID);
    }
    return g || null;
  }
  const g = client.guilds.cache.first();
  if (!g) {
    console.warn('No guilds in cache; skipping poll iteration.');
  }
  return g || null;
}

/**
 * Parse a Gmail message payload into normalized fields.
 *
 * Body cleanup runs twice with different rules:
 *   - firstBody: aggressive — strip quotes if it looks like a reply, strip
 *     mobile footers, collapse newlines. Used as the first message in a new
 *     ticket channel where we want only the user's actual message.
 *   - followupBody: defensive — strip quotes but fall back to raw text if
 *     stripping leaves nothing. Used for follow-up posts on an existing thread.
 */
// Shared final cleanup for both the first-message and follow-up body paths:
// drop the "Get Outlook for ..." mobile-signature line, strip a dangling
// trailing "<" left by truncated HTML, and trim.
function finalizeBody(text) {
  return text
    .replace(/Get Outlook for [^\n]+/gi, '')
    .replace(/<\s*$/gm, '')
    .trim();
}

function parseGmailMessage(email) {
  const headers = email.data.payload.headers;
  const from = headers.find(h => h.name === 'From')?.value || '';
  const isSelf = from.toLowerCase().includes(CONFIG.MY_EMAIL);
  const subject = headers.find(h => h.name === 'Subject')?.value || 'New Ticket';
  const rawBody = getCleanBody(email.data.payload);
  const senderEmail = extractRawEmail(from).toLowerCase();
  const senderName = (from.match(/^(.*?)\s*<.*>$/) || [null, from])[1]
    ?.replace(/"/g, '')
    .trim() || 'Unknown';

  const hasReplyHeaderFrom = /(?:\n{2,}|(?:^|\n)--\s*\n)[^\S\r\n]*From:\s.*<.*@.*>/i.test(rawBody);
  const looksLikeReply = /\nOn .+wrote:/i.test(rawBody) || hasReplyHeaderFrom;

  let firstBody = rawBody.replace(/\r\n/g, '\n');
  if (looksLikeReply) firstBody = stripEmailQuotes(firstBody);
  firstBody = stripMobileFooter(firstBody);
  firstBody = firstBody.replace(/^\s*\n+/g, '');
  firstBody = firstBody.replace(/\n{3,}/g, '\n\n');
  firstBody = finalizeBody(firstBody);

  const rawText = rawBody.replace(/\r\n/g, '\n');
  let followupBody = stripEmailQuotes(rawText);
  if (!followupBody.trim()) followupBody = rawText;
  followupBody = followupBody.replace(/^\s*\n*/, '\n');
  followupBody = followupBody.replace(/\n{3,}/g, '\n\n');
  followupBody = stripMobileFooter(followupBody);
  followupBody = finalizeBody(followupBody);

  return {
    isSelf,
    threadId: email.data.threadId,
    from,
    subject,
    rawBody,
    senderEmail,
    senderName,
    firstBody,
    followupBody
  };
}

/**
 * Resolve the parent category and create a fresh ticket channel under it.
 * Returns { channel, parentCategoryId } on success, or null on failure (caller
 * should mark the message read and skip — same behavior as the original inline path).
 */
async function findOrCreateTicketChannel(guild, parsed, number) {
  const creatorNickname = getSenderLocal(parsed.senderEmail);
  const chanName = toDiscordSafeName(`unclaimed-${creatorNickname}-${number}`);

  let parentCategoryId;
  try {
    parentCategoryId = await getOrCreateTicketCategory(
      guild,
      CONFIG.TICKET_CATEGORY_ID,
      CONFIG.TICKET_CATEGORY_NAME
    );
  } catch (err) {
    console.error('Channel create error (payload):', {
      message: err.message,
      code: err.code,
      rawError: err.rawError
    });
    return null;
  }

  try {
    const channel = await guild.channels.create({
      name: chanName,
      type: ChannelType.GuildText,
      parent: parentCategoryId
      // Permissions are inherited from the ticket category — configure that
      // category to deny @everyone View Channel and allow the staff role, so
      // tickets stay staff-only. Inheriting (rather than setting per-channel
      // overwrites here) means the bot does not need the Manage Roles permission.
    });
    return { channel, parentCategoryId };
  } catch (createErr) {
    console.error('Channel create error (email ticket):', createErr);
    return null;
  }
}

/**
 * Post links + attachments for prior transcripts of a reopened thread.
 * Best-effort: any failure is logged and swallowed so the new ticket flow
 * continues unaffected.
 */
async function linkPreviousTranscripts(ticketChan, threadId, client) {
  try {
    const transcriptRows = await Transcript.find({ gmailThreadId: threadId })
      .sort({ createdAt: 1 })
      .select('transcriptMessageId')
      .lean();

    if (transcriptRows.length === 0) return;

    const transcriptChan = await client.channels
      .fetch(CONFIG.TRANSCRIPT_CHANNEL_ID)
      .catch(() => null);
    if (!transcriptChan) return;

    await enqueueSend(
      ticketChan,
      `This email thread has ${transcriptRows.length} previous transcript(s):`
    );

    for (const row of transcriptRows) {
      const transcriptMsg = await transcriptChan.messages
        .fetch(row.transcriptMessageId)
        .catch(() => null);
      if (!transcriptMsg) continue;

      await enqueueSend(ticketChan, `Transcript: ${transcriptMsg.url}`);

      const originalAttachment = transcriptMsg.attachments.first();
      if (originalAttachment) {
        await enqueueSend(ticketChan, {
          content: 'Transcript file:',
          files: [originalAttachment.url]
        });
      }
    }
  } catch (err) {
    console.error('Error linking previous transcripts:', err);
  }
}

/** Drop UNREAD + INBOX labels from a Gmail message — equivalent to "archive + read". */
async function markGmailMessageRead(gmail, msgRef) {
  await gmail.users.messages.batchModify({
    userId: 'me',
    requestBody: {
      ids: [msgRef.id],
      removeLabelIds: ['UNREAD', 'INBOX']
    }
  });
}

/**
 * If the error indicates a permanent OAuth-grant failure (invalid_grant /
 * invalid_client), suspend polling, clear the recurring poll interval, log,
 * and DM the admin once. Returns true iff polling was suspended (caller
 * should not treat as a transient retry-on-next-tick error).
 *
 * Transient 401/403/429/5xx and network errors are NOT considered permanent —
 * they fall through to the next interval naturally. The OAuth code lives on
 * `err.response.data.error`, not the message string.
 */
function oauthSuspendIfPermanent(err, client) {
  const oauthError = err && err.response && err.response.data && err.response.data.error;
  const isPermanentAuth = oauthError === 'invalid_grant' || oauthError === 'invalid_client';
  if (!isPermanentAuth) return false;

  pollSuspended = true;
  const suspendMsg = `Gmail OAuth ${oauthError}. Polling SUSPENDED — will not retry automatically. Re-authenticate and POST /internal/gmail/reload to resume.`;
  console.error('[gmail-poll]', suspendMsg);
  logError('Gmail OAuth', { message: suspendMsg, stack: err.stack || err.message || String(err) }, null, client).catch(() => {});
  try { require('./broccolini-discord').clearGmailPollInterval?.(); } catch (_) {}
  if (CONFIG.ADMIN_ID && !authErrorNotified) {
    authErrorNotified = true;
    client.users.fetch(CONFIG.ADMIN_ID).then(u => u.send(suspendMsg)).catch(() => {});
  }
  return true;
}

// ============================================================
// Email ticket persistence (Part A: game; Part B: reopen recording)
// ============================================================

/**
 * Upsert the email ticket record and, when wasReopened is true, fire-and-forget
 * a 'reopen' StaffAction with resolverId = the prior claimerId from the
 * returned doc (claimerId is never cleared by any close path).
 *
 * Injectables: _Ticket (Ticket model), _recordAction (staffStats.recordAction).
 * Exported for unit testing.
 */
async function persistEmailTicket(fields, guildId, wasReopened, _Ticket, _recordAction) {
  const {
    threadId, discordThreadId, senderEmail, subject, createdAt,
    ticketNumber, priority, parentCategoryId, game
  } = fields;

  const doc = await withRetry(() => _Ticket.findOneAndUpdate(
    { gmailThreadId: threadId },
    {
      $set: {
        discordThreadId,
        senderEmail,
        subject,
        createdAt,
        status: 'open',
        ticketNumber,
        priority,
        lastActivity: createdAt,
        parentCategoryId,
        game
      }
    },
    { upsert: true, new: true }
  ));

  if (wasReopened && doc) {
    _recordAction('system', 'reopen', {
      ticket: doc,
      guildId,
      resolverId: doc.claimerId ?? null
    });
  }

  return doc;
}

// ============================================================
// Orchestrator
// ============================================================

/**
 * Poll Gmail for unread primary-inbox messages and route them to Discord.
 * @param {import('discord.js').Client} client
 */
async function poll(client) {
  if (isPolling || pollSuspended) return;
  isPolling = true;
  try {
    console.log('Running poll()...');
    try {
      const gmail = getGmailClient();
      const list = await gmail.users.messages.list({
        userId: 'me',
        q: 'is:unread in:inbox'
      });
      if (!list.data.messages) return;

      const guild = locateGuild(client);
      if (!guild) return;

      for (const msgRef of list.data.messages) {
        const email = await gmail.users.messages.get({ userId: 'me', id: msgRef.id });
        const parsed = parseGmailMessage(email);

        if (parsed.isSelf) {
          await markGmailMessageRead(gmail, msgRef);
          continue;
        }

        const existing = await Ticket.findOne({ gmailThreadId: parsed.threadId })
          .select('gmailThreadId discordThreadId status')
          .lean();

        const wasClosedTicket = !!existing && existing.status === 'closed';
        let ticketChan = null;
        let parentCategoryIdForTicket = null;
        let isReopened = false;

        if (existing && existing.discordThreadId) {
          ticketChan = await guild.channels.fetch(existing.discordThreadId).catch(() => null);
        } else if (existing && existing.status === 'closed') {
          isReopened = true;
        }

        if (ticketChan) {
          // Append follow-up to existing channel.
          const truncatedFollowup = parsed.followupBody.slice(0, 1800);
          // No staff role ping; body is attacker-controlled email content — suppress all mentions.
          await enqueueSend(ticketChan, {
            content: `**New Follow-up from ${parsed.senderEmail}:**\n${truncatedFollowup}`,
            allowedMentions: { parse: [] }
          });
          // Customer responded → advance the thread to Needs Response. A
          // successful move strips INBOX+UNREAD (archives + marks read like
          // markGmailMessageRead did). If the thread is manually filed (For Jake,
          // Spam, …) autoAdvanceFolder leaves it put and returns false — or the
          // move may fail — so in either case fall back to marking just the new
          // message read, preserving the manual filing and avoiding reprocessing.
          let advanced = false;
          try {
            advanced = await autoAdvanceFolder(parsed.threadId, 'NEEDS_RESPONSE', gmail);
          } catch (err) {
            logError('autoAdvanceFolder(NEEDS_RESPONSE)', err, null, client).catch(() => {});
          }
          if (!advanced) {
            console.log('Archiving/reading Gmail message', msgRef.id);
            await markGmailMessageRead(gmail, msgRef);
          }
        } else {
          // Create a new ticket channel.
          const limitCheck = await checkTicketLimits(parsed.senderEmail);
          if (!limitCheck.ok) {
            console.log(`Ticket limit reached for ${parsed.senderEmail}: ${limitCheck.reason}`);
            await markGmailMessageRead(gmail, msgRef);
            continue;
          }

          const { number } = await getNextTicketNumber(parsed.senderEmail);
          const created = await findOrCreateTicketChannel(guild, parsed, number);
          if (!created) {
            await markGmailMessageRead(gmail, msgRef);
            continue;
          }
          ticketChan = created.channel;
          parentCategoryIdForTicket = created.parentCategoryId;

          const detectedGame = detectGame(parsed.subject, parsed.rawBody);
          const buttons = getTicketActionRow({ escalationTier: 0 });
          const ticketInfoEmbed = new EmbedBuilder()
            .setColor(CONFIG.EMBED_COLOR_INFO)
            .addFields(
              { name: 'Name', value: `\`\`\`\n${sanitizeEmbedText(parsed.senderName)}\n\`\`\``, inline: false },
              { name: 'Email', value: `\`\`\`\n${sanitizeEmbedText(parsed.senderEmail)}\n\`\`\``, inline: false },
              { name: 'Game', value: `\`\`\`\n${sanitizeEmbedText(detectedGame)}\n\`\`\``, inline: false },
              { name: 'Subject', value: `\`\`\`\n${sanitizeEmbedText(parsed.subject) || 'No subject'}\n\`\`\``, inline: false }
            );

          const welcomeMsg = await enqueueSend(ticketChan, {
            embeds: [ticketInfoEmbed],
            components: [buttons],
            allowedMentions: { parse: [] }
          });

          const { createStaffThread } = require('./services/staffThread');
          await createStaffThread(ticketChan, client).catch(() => {});

          if (CONFIG.PIN_INITIAL_MESSAGE_ENABLED && welcomeMsg) {
            const { pinMessage } = require('./services/pinMessage');
            await pinMessage(welcomeMsg, client).catch(() => {});
          }

          if (isReopened) {
            await linkPreviousTranscripts(ticketChan, parsed.threadId, client);
          }

          // Email body is attacker-controlled — no mentions may fire from its content.
          const truncated = parsed.firstBody.slice(0, 1900);
          await enqueueSend(ticketChan, {
            content: `**Message:**\n${truncated}`,
            allowedMentions: { parse: [] }
          });

          // Welcome message skipped for email tickets – the email body speaks for itself.
          // Panel-created (Discord) tickets still send the welcome message in handlers/buttons.js.

          const now = new Date();
          const defaultPriority = CONFIG.PRIORITY_ENABLED ? CONFIG.DEFAULT_PRIORITY : 'normal';
          await persistEmailTicket(
            {
              threadId: parsed.threadId,
              discordThreadId: ticketChan.id,
              senderEmail: parsed.senderEmail,
              subject: parsed.subject,
              createdAt: now,
              ticketNumber: number,
              priority: defaultPriority,
              parentCategoryId: parentCategoryIdForTicket,
              game: detectedGame
            },
            guild.id,
            wasClosedTicket,
            Ticket,
            recordAction
          );

          // New (or reopened) ticket: file the email thread into Triage — out of
          // the inbox, marked read, awaiting staff action. The threads.modify also
          // clears UNREAD, so a success archives it like markGmailMessageRead did.
          console.log('Filing Gmail thread into Triage', parsed.threadId);
          await moveThreadToFolder(parsed.threadId, 'TRIAGE', gmail);
        }
      }
      authErrorNotified = false;
    } catch (e) {
      oauthSuspendIfPermanent(e, client);
      console.error('POLL ERROR:', e);
      logError('Gmail poll', e, null, client).catch(() => {});
    }
  } finally {
    isPolling = false;
  }
}

module.exports = { poll, setPollSuspended, persistEmailTicket };