126 lines
4.9 KiB
JavaScript
126 lines
4.9 KiB
JavaScript
/**
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* Staff notification service – reply alerts and unclaimed ticket reminders.
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*
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* notifyStaffOfReply: posts in the claimer's notification channel when a
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* non-staff user replies, respecting a per-staff cooldown.
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*
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* notifyAllStaffUnclaimed: background job that checks unclaimed tickets
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* against configurable hour thresholds and posts one alert per threshold
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* per ticket (highest newly-crossed threshold only).
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*/
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const { mongoose } = require('../db-connection');
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const { CONFIG, parseThresholdString } = require('../config');
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const { increment } = require('./patternStore');
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const { enqueueSend } = require('./channelQueue');
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const { assertKeysRegistered } = require('./notificationRegistry');
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const { isEnabled } = require('./notificationEnabled');
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// Alert key this module drives. Registered to fail fast on drift.
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const UNCLAIMED_ALERT_KEYS = ['unclaimed_reminder'];
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assertKeysRegistered('staffNotifications', UNCLAIMED_ALERT_KEYS);
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const Ticket = mongoose.model('Ticket');
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const StaffNotification = mongoose.model('StaffNotification');
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// In-memory cooldown map: `${userId}:${ticketId}` -> last notified timestamp
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const replyCooldowns = new Map();
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/**
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* Notify the claiming staff member when a non-staff user replies.
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* Respects the staff member's cooldownHours setting (default 1h).
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* Posts in their notification channel if one exists.
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*/
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async function notifyStaffOfReply(guild, ticket, message) {
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if (!ticket.claimerId) return;
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const staffRecord = await StaffNotification.findOne({ userId: ticket.claimerId }).lean();
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if (!staffRecord?.channelId) return;
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const cooldownMs = (staffRecord.cooldownHours || 1) * 60 * 60 * 1000;
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const cooldownKey = `${ticket.claimerId}:${ticket.gmailThreadId}`;
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const lastNotified = replyCooldowns.get(cooldownKey) || 0;
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if (Date.now() - lastNotified < cooldownMs) return;
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const notifChannel = await guild.channels.fetch(staffRecord.channelId).catch(() => null);
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if (!notifChannel) return;
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const jumpLink = `https://discord.com/channels/${guild.id}/${message.channel.id}/${message.id}`;
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const snippet = message.content?.slice(0, 300) || '(no text)';
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await enqueueSend(
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notifChannel,
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`New reply in **${message.channel.name}** from ${message.author.tag}:\n> ${snippet}\n[Jump to message](${jumpLink})`
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);
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replyCooldowns.set(cooldownKey, Date.now());
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}
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/**
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* Background job: check all open unclaimed tickets against hour thresholds.
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* For each ticket, find the highest threshold that has been crossed but not
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* yet recorded. Post one notification per ticket per run (the highest new
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* threshold) into every staff notification channel.
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*/
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async function notifyAllStaffUnclaimed(client) {
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if (!isEnabled('unclaimed_reminder')) return;
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const rawThresholds = (CONFIG.NOTIFICATION_THRESHOLDS && CONFIG.NOTIFICATION_THRESHOLDS.unclaimed_reminder) || [];
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const thresholds = rawThresholds
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.map(parseThresholdString)
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.filter(n => Number.isFinite(n) && n >= 0)
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.map(ms => ms / (60 * 60 * 1000));
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if (thresholds.length === 0) return;
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const sorted = [...thresholds].sort((a, b) => a - b);
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const now = Date.now();
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const unclaimedTickets = await Ticket.find({
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status: 'open',
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claimedBy: null,
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createdAt: { $ne: null }
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}).lean();
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if (unclaimedTickets.length === 0) return;
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const staffRecords = await StaffNotification.find({ channelId: { $ne: null } }).lean();
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if (staffRecords.length === 0) return;
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const guild = CONFIG.DISCORD_GUILD_ID
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? client.guilds.cache.get(CONFIG.DISCORD_GUILD_ID)
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: client.guilds.cache.first();
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if (!guild) return;
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for (const ticket of unclaimedTickets) {
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const ageMs = now - new Date(ticket.createdAt).getTime();
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const ageHours = ageMs / (60 * 60 * 1000);
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const alreadySent = ticket.unclaimedRemindersSent || [];
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// Find thresholds crossed but not yet sent
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const crossedNew = sorted.filter(t => ageHours >= t && !alreadySent.includes(t));
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if (crossedNew.length === 0) continue;
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// Only send the highest newly-crossed threshold
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const highest = crossedNew[crossedNew.length - 1];
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const channelName = ticket.discordThreadId
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? `<#${ticket.discordThreadId}>`
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: `ticket #${ticket.ticketNumber}`;
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const hoursAgo = Math.floor(ageHours);
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const alertMsg = `Unclaimed ticket alert: ${channelName} has been unclaimed for ${hoursAgo}+ hour(s) (${highest}h threshold).`;
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for (const rec of staffRecords) {
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const chan = await guild.channels.fetch(rec.channelId).catch(() => null);
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if (chan) {
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await enqueueSend(chan, alertMsg).catch(e => console.error('Unclaimed notify send:', e));
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increment('staff_stale_pings', rec.userId, 'today');
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increment('staff_stale_pings', rec.userId, 'week');
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}
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}
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await Ticket.updateOne(
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{ gmailThreadId: ticket.gmailThreadId },
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{ $addToSet: { unclaimedRemindersSent: highest } }
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);
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}
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}
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module.exports = { notifyStaffOfReply, notifyAllStaffUnclaimed };
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