agent-desk-ng/internal/services/support_availability_service.go

package services

import (
	"agent-desk/internal/models"
	"agent-desk/internal/pkg/constants"
	"agent-desk/internal/pkg/dto"
	"agent-desk/internal/pkg/dto/request"
	"agent-desk/internal/pkg/dto/response"
	"agent-desk/internal/pkg/enums"
	"agent-desk/internal/pkg/errorsx"
	"agent-desk/internal/repositories"
	"errors"
	"github.com/mlogclub/simple/sqls"
	"gorm.io/gorm"
	"slices"
	"time"
)

var errSupportAssignmentIneligible = errors.New("support assignment ineligible")

var SupportAvailabilityService = &supportAvailabilityService{}

type supportAvailabilityService struct{}
type supportEligibility struct {
	Eligible, Online bool
	Reason           string
	EffectiveStatus  enums.ServiceStatus
	Calendar         supportCalendarEvaluation
	ActiveCount      int
}

func effectiveSupportStatus(profile models.AgentProfile, now time.Time) enums.ServiceStatus {
	if profile.ServiceStatus != enums.ServiceStatusVacation {
		return profile.ServiceStatus
	}
	if profile.AbsenceStartAt != nil && profile.AbsenceEndAt != nil && !now.Before(*profile.AbsenceStartAt) && now.Before(*profile.AbsenceEndAt) {
		return enums.ServiceStatusVacation
	}
	if profile.AvailabilityReturnStatus >= enums.ServiceStatusIdle && profile.AvailabilityReturnStatus <= enums.ServiceStatusUnavailable {
		return profile.AvailabilityReturnStatus
	}
	return enums.ServiceStatusUnavailable
}

// eligibilityReason is the only policy decision for new human assignment. All
// automatic/manual/status/readiness callers provide facts to this evaluator.
func eligibilityReason(profile models.AgentProfile, user, team bool, online bool, calendarOpen bool, activeCount int, automatic bool, now time.Time) string {
	switch {
	case profile.Status != enums.StatusOk:
		return "profile_disabled"
	case !user:
		return "user_disabled"
	case !team:
		return "team_disabled"
	case !calendarOpen:
		return "outside_hours"
	case !online:
		return "offline"
	}
	switch effectiveSupportStatus(profile, now) {
	case enums.ServiceStatusBusy:
		return "busy"
	case enums.ServiceStatusBreak:
		return "break"
	case enums.ServiceStatusUnavailable:
		return "unavailable"
	case enums.ServiceStatusVacation:
		return "vacation"
	case enums.ServiceStatusIdle:
	default:
		return "unavailable"
	}
	if automatic && !profile.AutoAssignEnabled {
		return "auto_assign_disabled"
	}
	if profile.MaxConcurrentCount < 0 || profile.MaxConcurrentCount > 0 && activeCount >= profile.MaxConcurrentCount {
		return "capacity"
	}
	return "eligible"
}
func (s *supportAvailabilityService) Evaluate(db *gorm.DB, profile models.AgentProfile, automatic bool, now time.Time, excludeConversationID int64) (supportEligibility, error) {
	ret := supportEligibility{EffectiveStatus: effectiveSupportStatus(profile, now)}
	user, err := repositories.SupportAvailabilityRepository.User(db, profile.UserID)
	if err != nil {
		return ret, err
	}
	team, err := repositories.SupportAvailabilityRepository.Team(db, profile.TeamID)
	if err != nil {
		return ret, err
	}
	calendar, err := SupportCalendarService.Evaluate(db, profile.TeamID, now)
	if err != nil {
		return ret, err
	}
	ret.Calendar = calendar
	online, err := s.onlineUsers(db, []int64{profile.UserID}, now)
	if err != nil {
		return ret, err
	}
	ret.Online = online[profile.UserID]
	count, err := repositories.SupportAvailabilityRepository.ActiveCount(db, profile.UserID, excludeConversationID)
	if err != nil {
		return ret, err
	}
	ret.ActiveCount = count
	userEnabled := user != nil && user.DeletedAt == nil && user.Status == enums.StatusOk && user.UserType == enums.UserTypeEmployee
	ret.Reason = eligibilityReason(profile, userEnabled, team != nil && team.Status == enums.StatusOk, ret.Online, calendar.Open, count, automatic, now)
	ret.Eligible = ret.Reason == "eligible"
	return ret, nil
}
func (s *supportAvailabilityService) onlineUsers(db *gorm.DB, userIDs []int64, now time.Time) (map[int64]bool, error) {
	online, err := repositories.SupportAvailabilityRepository.OnlineUsers(db, userIDs, now)
	if err != nil {
		return nil, err
	}
	// Current account/role/permission state is checked on every use, not only on
	// lease creation, so revoked privileges cannot linger for the lease lifetime.
	for userID := range online {
		user, err := repositories.SupportAvailabilityRepository.User(db, userID)
		if err != nil {
			return nil, err
		}
		if user == nil || user.Status != enums.StatusOk || user.DeletedAt != nil || user.UserType != enums.UserTypeEmployee {
			delete(online, userID)
			continue
		}
		_, permissions, err := AuthService.loadUserAuthScope(db, userID)
		if err != nil {
			return nil, err
		}
		if !slices.Contains(permissions, constants.PermissionConversationView.Code) {
			delete(online, userID)
		}
	}
	return online, nil
}
func (s *supportAvailabilityService) ForUser(userID int64, automatic bool) (*response.SupportAvailabilityResponse, error) {
	profile, err := repositories.SupportAvailabilityRepository.ProfileByUser(sqls.DB(), userID)
	if err != nil {
		return nil, supportAvailabilityPersistenceError(err)
	}
	if profile == nil {
		return nil, nil
	}
	return s.build(sqls.DB(), *profile, automatic, time.Now(), 0)
}
func (s *supportAvailabilityService) build(db *gorm.DB, profile models.AgentProfile, automatic bool, now time.Time, excludeConversationID int64) (*response.SupportAvailabilityResponse, error) {
	eligibility, err := s.Evaluate(db, profile, automatic, now, excludeConversationID)
	if err != nil {
		return nil, supportAvailabilityPersistenceError(err)
	}
	calendar, err := SupportCalendarService.get(db, profile.TeamID)
	if err != nil {
		return nil, supportAvailabilityPersistenceError(err)
	}
	return &response.SupportAvailabilityResponse{UserID: profile.UserID, ProfileID: profile.ID, TeamID: profile.TeamID, DisplayName: profile.DisplayName, ServiceStatus: profile.ServiceStatus, ReturnServiceStatus: profile.AvailabilityReturnStatus, EffectiveServiceStatus: eligibility.EffectiveStatus, AbsenceStartAt: supportTimeString(profile.AbsenceStartAt), AbsenceEndAt: supportTimeString(profile.AbsenceEndAt), Online: eligibility.Online, Eligible: eligibility.Eligible, Reason: eligibility.Reason, Calendar: *calendar, CalendarOpen: eligibility.Calendar.Open, NextOpeningAt: supportTimeString(eligibility.Calendar.NextOpeningAt)}, nil
}
func (s *supportAvailabilityService) List(conversationID int64, operator *dto.AuthPrincipal) ([]response.SupportAvailabilityResponse, error) {
	var teamIDs []int64
	if conversationID > 0 {
		conversation := ConversationService.Get(conversationID)
		if conversation == nil {
			return nil, errorsx.InvalidParamI18n("error.e0116")
		}
		if !slices.Contains(operator.Permissions, constants.PermissionConversationView.Code) {
			return nil, errorsx.ForbiddenI18n("error.e0225")
		}
		if conversation.Status == enums.IMConversationStatusActive && !ConversationService.canTransferConversation(conversation, operator) {
			return nil, errorsx.ForbiddenI18n("error.e0223")
		}
		ai := AIAgentService.Get(conversation.AIAgentID)
		if ai == nil || ai.Status != enums.StatusOk {
			teamIDs = []int64{}
		} else {
			teamIDs = resolveDispatchTeamIDs(ai.TeamIDs)
		}
	}
	profiles, err := repositories.SupportAvailabilityRepository.Profiles(sqls.DB(), teamIDs)
	if err != nil {
		return nil, supportAvailabilityPersistenceError(err)
	}
	result := make([]response.SupportAvailabilityResponse, 0, len(profiles))
	now := time.Now()
	for _, profile := range profiles {
		item, err := s.build(sqls.DB(), profile, false, now, conversationID)
		if err != nil {
			return nil, err
		}
		result = append(result, *item)
	}
	return result, nil
}
func validateSupportAbsence(req request.SupportAvailabilityRequest) (*time.Time, *time.Time, error) {
	if !enums.IsValidServiceStatus(req.ServiceStatus) {
		return nil, nil, errorsx.InvalidParamI18n("error.supportAvailability.invalidStatus")
	}
	if req.ServiceStatus != enums.ServiceStatusVacation {
		return nil, nil, nil
	}
	start, err1 := time.Parse(time.RFC3339, req.AbsenceStartAt)
	end, err2 := time.Parse(time.RFC3339, req.AbsenceEndAt)
	if err1 != nil || err2 != nil || !end.After(start) {
		return nil, nil, errorsx.InvalidParamI18n("error.supportAvailability.invalidAbsence")
	}
	return &start, &end, nil
}
func (s *supportAvailabilityService) Update(userID int64, req request.SupportAvailabilityRequest, operator *dto.AuthPrincipal) (*response.SupportAvailabilityResponse, error) {
	if operator == nil {
		return nil, errorsx.UnauthorizedI18n("error.auth.expired")
	}
	start, end, err := validateSupportAbsence(req)
	if err != nil {
		return nil, err
	}
	err = sqls.WithTransaction(func(ctx *sqls.TxContext) error {
		profile, err := repositories.SupportAvailabilityRepository.LockProfile(ctx.Tx, userID)
		if err != nil {
			return errorsx.InvalidParamI18n("error.supportAvailability.noProfile")
		}
		user, err := repositories.SupportAvailabilityRepository.User(ctx.Tx, userID)
		if err != nil {
			return supportAvailabilityPersistenceError(err)
		}
		if profile.Status != enums.StatusOk || user == nil || user.Status != enums.StatusOk || user.DeletedAt != nil || user.UserType != enums.UserTypeEmployee {
			return errorsx.InvalidParamI18n("error.supportAvailability.noProfile")
		}
		returnStatus := profile.AvailabilityReturnStatus
		if req.ServiceStatus == enums.ServiceStatusVacation && profile.ServiceStatus != enums.ServiceStatusVacation {
			returnStatus = profile.ServiceStatus
		}
		if req.ServiceStatus != enums.ServiceStatusVacation {
			returnStatus = req.ServiceStatus
		}
		return supportAvailabilityPersistenceError(repositories.AgentProfileRepository.Updates(ctx.Tx, profile.ID, map[string]any{"service_status": req.ServiceStatus, "availability_return_status": returnStatus, "absence_start_at": start, "absence_end_at": end, "last_status_at": time.Now(), "update_user_id": operator.UserID, "update_user_name": operator.Username, "updated_at": time.Now()}))
	})
	if err != nil {
		return nil, err
	}
	_, _ = ConversationDispatchService.DispatchPendingConversations(0)
	return s.ForUser(userID, true)
}
func (s *supportAvailabilityService) GuardAssignment(db *gorm.DB, userID int64, automatic bool, conversation *models.Conversation, now time.Time) (*models.AgentProfile, error) {
	profile, err := repositories.SupportAvailabilityRepository.LockProfile(db, userID)
	if err != nil {
		return nil, errSupportAssignmentIneligible
	}
	ai := repositories.AIAgentRepository.Get(db, conversation.AIAgentID)
	if ai == nil || ai.Status != enums.StatusOk {
		return nil, errSupportAssignmentIneligible
	}
	// Empty explicit team IDs mean all enabled teams. The shared evaluator
	// checks this profile team using the transaction DB, not sqls.DB().
	teamIDs := orderedPositiveIDs(ai.TeamIDs)
	if len(teamIDs) > 0 && !slices.Contains(teamIDs, profile.TeamID) {
		return nil, errSupportAssignmentIneligible
	}
	eligibility, err := s.Evaluate(db, *profile, automatic, now, conversation.ID)
	if err != nil {
		return nil, supportAvailabilityPersistenceError(err)
	}
	if !eligibility.Eligible {
		return nil, errSupportAssignmentIneligible
	}
	return profile, nil
}
func (s *supportAvailabilityService) PublicStatus(channel *models.Channel) (*response.PublicSupportStatusResponse, error) {
	result := &response.PublicSupportStatusResponse{Reason: "temporarily_absent", Timezone: "UTC"}
	if channel == nil || channel.Status != enums.StatusOk {
		return result, nil
	}
	ai := AIAgentService.Get(channel.AIAgentID)
	if ai == nil || ai.Status != enums.StatusOk {
		return result, nil
	}
	now := time.Now()
	teams := resolveDispatchTeamIDs(ai.TeamIDs)
	anyOpen := false
	enabledTeamCount := 0
	atCapacity := false
	var next *time.Time
	nextTimezone := ""
	for _, id := range teams {
		team, err := repositories.SupportAvailabilityRepository.Team(sqls.DB(), id)
		if err != nil {
			return nil, supportAvailabilityPersistenceError(err)
		}
		if team == nil || team.Status != enums.StatusOk {
			continue
		}
		enabledTeamCount++
		calendar, err := SupportCalendarService.Evaluate(sqls.DB(), id, now)
		if err != nil {
			return nil, supportAvailabilityPersistenceError(err)
		}
		result.Timezone = calendar.Timezone
		anyOpen = anyOpen || calendar.Open
		if calendar.NextOpeningAt != nil && (next == nil || calendar.NextOpeningAt.Before(*next)) {
			next = calendar.NextOpeningAt
			nextTimezone = calendar.Timezone
		}
	}
	profiles, err := repositories.SupportAvailabilityRepository.Profiles(sqls.DB(), teams)
	if err != nil {
		return nil, supportAvailabilityPersistenceError(err)
	}
	for _, profile := range profiles {
		eligibility, err := s.Evaluate(sqls.DB(), profile, true, now, 0)
		if err != nil {
			return nil, supportAvailabilityPersistenceError(err)
		}
		if eligibility.Eligible {
			result.Available = true
			result.Reason = "available"
			result.Timezone = eligibility.Calendar.Timezone
			return result, nil
		}
		atCapacity = atCapacity || eligibility.Reason == "capacity"
	}
	if enabledTeamCount > 0 && !anyOpen {
		result.Reason = "outside_hours"
		result.NextOpeningAt = supportTimeString(next)
		if nextTimezone != "" {
			result.Timezone = nextTimezone
		}
	} else if atCapacity {
		result.Reason = "capacity"
	}
	return result, nil
}