trustlab-api/app/Http/Controllers/Api/TicketController.php

<?php

namespace App\Http\Controllers\Api;

use App\Http\Controllers\Controller;
use App\Models\Ticket;
use App\Models\TicketAttachment;
use App\Models\TicketReply;
use Illuminate\Http\Request;
use App\Models\User;
use App\Notifications\NewTicketNotification;
use App\Notifications\TicketReplyNotification;
use Illuminate\Support\Facades\Notification;
use Illuminate\Support\Facades\Validator;
use Illuminate\Support\Facades\DB;
use Illuminate\Support\Facades\Storage;
use App\Traits\LogsActivity;

class TicketController extends Controller
{
    use LogsActivity;
    /**
     * Display a listing of tickets.
     */
    public function index(Request $request)
    {
        $user = $request->user();
        $query = Ticket::with(['user:id,first_name,last_name,email,avatar', 'replies.user:id,first_name,last_name,avatar', 'replies.attachments']);

        // Only show all tickets if user is admin AND explicitly asks for all
        if ($user->isAdmin() && $request->has('all')) {
            // No additional where clause needed
        } else {
            // Everyone else (including admins in personal view) only sees their own
            $query->where('user_id', $user->id);
        }

        $tickets = $query->latest()->paginate(10);

        return response()->json($tickets);
    }

    /**
     * Store a newly created ticket.
     */
    public function store(Request $request)
    {
        $user = $request->user();

        $validator = Validator::make($request->all(), [
            'subject' => 'required|string|max:255',
            'category' => 'required|string',
            'priority' => 'required|in:low,medium,high',
            'message' => 'required|string',
            'attachments' => 'array|max:5',
            'attachments.*' => 'file|mimes:jpg,jpeg,png,pdf,doc,docx,zip,txt|max:10240',
        ]);

        if ($validator->fails()) {
            return response()->json(['errors' => $validator->errors()], 422);
        }

        try {
            return DB::transaction(function () use ($request, $user) {
                $ticket = Ticket::create([
                    'user_id' => $user->id,
                    'ticket_number' => Ticket::generateTicketNumber(),
                    'subject' => $request->subject,
                    'category' => $request->category,
                    'priority' => $request->priority,
                    'status' => 'open',
                ]);

                $this->logActivity('create_ticket', "Created ticket #{$ticket->ticket_number}: {$ticket->subject}");

                $reply = TicketReply::create([
                    'ticket_id' => $ticket->id,
                    'user_id' => $user->id,
                    'message' => $request->message,
                ]);

                // Handle Attachments
                if ($request->hasFile('attachments')) {
                    foreach ($request->file('attachments') as $file) {
                        $path = $file->store('ticket-attachments', 'r2');
                        $url = Storage::disk('r2')->url($path);
                        TicketAttachment::create([
                            'ticket_reply_id' => $reply->id,
                            'file_name' => $file->getClientOriginalName(),
                            'file_path' => $url,
                            'file_type' => $file->getClientMimeType(),
                            'file_size' => $file->getSize(),
                        ]);
                    }
                }

                // Notify Admins
                try {
                    $admins = User::where('role', 'admin')
                        ->where('id', '!=', $user->id)
                        ->get();
                    if ($admins->isNotEmpty()) {
                        Notification::send($admins, new NewTicketNotification($ticket->load('user')));
                    }
                } catch (\Throwable $e) {
                    // Log error but don't fail the request
                    \Illuminate\Support\Facades\Log::error('Failed to send ticket notification: ' . $e->getMessage());
                }

                return response()->json([
                    'message' => 'Ticket created successfully',
                    'ticket' => $ticket->load(['user:id,first_name,last_name,email,avatar', 'replies.user:id,first_name,last_name,avatar', 'replies.attachments'])
                ], 201);
            });
        } catch (\Throwable $e) {
            \Illuminate\Support\Facades\Log::error('Ticket creation failed: ' . $e->getMessage());
            return response()->json(['message' => 'Failed to create ticket: ' . $e->getMessage()], 500);
        }
    }

    /**
     * Display the specified ticket with replies.
     */
    public function show(Request $request, $id)
    {
        $user = $request->user();
        $ticket = Ticket::with(['user:id,first_name,last_name,email,avatar', 'replies.user:id,first_name,last_name,avatar', 'replies.attachments'])->findOrFail($id);

        if (!$user->isAdmin() && $ticket->user_id !== $user->id) {
            return response()->json(['message' => 'Unauthorized'], 403);
        }

        return response()->json($ticket);
    }

    /**
     * Add a reply to the ticket.
     */
    public function reply(Request $request, $id)
    {
        $user = $request->user();
        $ticket = Ticket::findOrFail($id);

        if (!$user->isAdmin() && $ticket->user_id !== $user->id) {
            return response()->json(['message' => 'Unauthorized'], 403);
        }

        if ($ticket->status === 'closed') {
            return response()->json(['message' => 'Cannot reply to a closed ticket'], 422);
        }

        $validator = Validator::make($request->all(), [
            'message' => 'required|string',
            'attachments' => 'array|max:5',
            'attachments.*' => 'file|mimes:jpg,jpeg,png,pdf,doc,docx,zip,txt|max:10240',
        ]);

        if ($validator->fails()) {
            return response()->json(['errors' => $validator->errors()], 422);
        }

        $reply = TicketReply::create([
            'ticket_id' => $ticket->id,
            'user_id' => $user->id,
            'message' => $request->message,
        ]);

        $this->logActivity('reply_ticket', "Replied to ticket #{$ticket->ticket_number}");

        // Handle Attachments
        if ($request->hasFile('attachments')) {
            foreach ($request->file('attachments') as $file) {
                $path = $file->store('ticket-attachments', 'r2');
                $url = Storage::disk('r2')->url($path);
                TicketAttachment::create([
                    'ticket_reply_id' => $reply->id,
                    'file_name' => $file->getClientOriginalName(),
                    'file_path' => $url,
                    'file_type' => $file->getClientMimeType(),
                    'file_size' => $file->getSize(),
                ]);
            }
        }

        // Update ticket status & Notify
        try {
            if ($user->isAdmin()) {
                $ticket->update(['status' => 'answered']);
                // Notify Customer
                $ticketUser = $ticket->user;
                if ($ticketUser && $ticketUser->id !== $user->id) {
                    $ticketUser->notify(new TicketReplyNotification($ticket, $reply, true));
                }

                // Also notify OTHER admins
                $otherAdmins = User::where('role', 'admin')
                    ->where('id', '!=', $user->id)
                    ->get();
                if ($otherAdmins->isNotEmpty()) {
                    Notification::send($otherAdmins, new TicketReplyNotification($ticket, $reply, true));
                }
            } else {
                $ticket->update(['status' => 'open']);
                // Notify All Admins
                $admins = User::where('role', 'admin')->get();
                if ($admins->isNotEmpty()) {
                    Notification::send($admins, new TicketReplyNotification($ticket, $reply, false));
                }
            }
        } catch (\Throwable $e) {
            \Illuminate\Support\Facades\Log::error('Failed to send ticket reply notification: ' . $e->getMessage());
        }

        return response()->json([
            'message' => 'Reply added successfully',
            'reply' => $reply->load(['user:id,first_name,last_name,avatar', 'attachments'])
        ], 201);
    }

    /**
     * Close the ticket.
     */
    public function close(Request $request, $id)
    {
        $user = $request->user();
        $ticket = Ticket::findOrFail($id);

        if (!$user->isAdmin() && $ticket->user_id !== $user->id) {
            return response()->json(['message' => 'Unauthorized'], 403);
        }

        $ticket->update(['status' => 'closed']);

        $this->logActivity('close_ticket', "Closed ticket #{$ticket->ticket_number}");

        return response()->json([
            'message' => 'Ticket closed successfully',
            'ticket' => $ticket
        ]);
    }
}