Roles
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170
backend/app/services/ticket_service.py
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170
backend/app/services/ticket_service.py
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"""
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Ticket Service - ServiceManagerWeb
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Lógica de negocio para creación y gestión de tickets.
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Inyectable vía Depends() en los endpoints de FastAPI.
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"""
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import uuid
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from datetime import datetime
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from fastapi import Depends, HTTPException, status
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from sqlalchemy.ext.asyncio import AsyncSession
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from app.core.database import get_db
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from app.models.ticket import Ticket, TicketStatus, TicketPriority
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from app.models.category import Category
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from app.models.system import System
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from app.api.schemas.ticket import TicketCreate
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from app.api.v1.helpers import (
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generate_next_ticket_number,
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calculate_sla_deadlines,
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safe_audit_log,
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)
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class TicketService:
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"""Servicio de tickets: encapsula lógica de negocio fuera del router."""
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def __init__(self, db: AsyncSession = Depends(get_db)):
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self.db = db
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async def create_ticket(
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self,
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ticket: TicketCreate,
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tenant_id: uuid.UUID,
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user_id: uuid.UUID,
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) -> dict:
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"""
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Crea un ticket con validación multi-tenant, cálculo de SLA y auto-asignación.
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Args:
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ticket: Datos del ticket a crear.
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tenant_id: Tenant del usuario autenticado.
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user_id: ID del usuario que crea el ticket.
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Returns:
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dict compatible con TicketResponse.
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Raises:
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HTTPException 400: UUID inválido, categoría/sistema no encontrado o de otro tenant.
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HTTPException 500: Fallo persistente tras max_retries.
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"""
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max_retries = 3
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last_error = None
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for attempt in range(max_retries):
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try:
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ticket_number = await generate_next_ticket_number(self.db, tenant_id)
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category_uuid = uuid.UUID(ticket.category_id) if ticket.category_id else None
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system_uuid = uuid.UUID(ticket.affected_system_id) if ticket.affected_system_id else None
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category = None
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if category_uuid:
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category = await self.db.get(Category, category_uuid)
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if not category or category.tenant_id != tenant_id:
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raise HTTPException(
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status_code=status.HTTP_400_BAD_REQUEST,
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detail=f"La categoría con ID {ticket.category_id} no existe.",
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)
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if system_uuid:
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system = await self.db.get(System, system_uuid)
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if not system or system.tenant_id != tenant_id:
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raise HTTPException(
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status_code=status.HTTP_400_BAD_REQUEST,
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detail=f"El sistema con ID {ticket.affected_system_id} no existe.",
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)
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sla_response_due, sla_resolution_due = calculate_sla_deadlines(category)
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assigned_to_user = category.auto_assign_to if category and category.auto_assign_to else None
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db_ticket = Ticket(
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id=uuid.uuid4(),
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tenant_id=tenant_id,
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ticket_number=ticket_number,
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subject=ticket.subject,
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description=ticket.description,
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category_id=category_uuid,
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affected_system_id=system_uuid,
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priority=TicketPriority[ticket.priority.upper()],
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created_by=user_id,
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assigned_to=assigned_to_user,
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status=TicketStatus.NEW,
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sla_response_due=sla_response_due,
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sla_resolution_due=sla_resolution_due,
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created_at=datetime.utcnow(),
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updated_at=datetime.utcnow(),
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)
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self.db.add(db_ticket)
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await self.db.commit()
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await self.db.refresh(db_ticket)
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await safe_audit_log(
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db=self.db,
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tenant_id=tenant_id,
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user_id=user_id,
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action="ticket.create",
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resource_type="ticket",
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resource_id=db_ticket.id,
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new_values={
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"ticket_number": db_ticket.ticket_number,
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"subject": db_ticket.subject,
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"priority": db_ticket.priority.value,
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"status": db_ticket.status.value,
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},
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)
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return {
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"id": str(db_ticket.id),
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"ticket_number": db_ticket.ticket_number,
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"subject": db_ticket.subject,
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"title": db_ticket.subject,
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"description": db_ticket.description,
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"status": db_ticket.status.value,
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"priority": db_ticket.priority.value,
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"category_id": str(db_ticket.category_id) if db_ticket.category_id else None,
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"affected_system_id": str(db_ticket.affected_system_id) if db_ticket.affected_system_id else None,
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"system_id": str(db_ticket.affected_system_id) if db_ticket.affected_system_id else None,
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"contact_email": ticket.contact_email,
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"contact_phone": ticket.contact_phone,
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"created_by": str(db_ticket.created_by),
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"assigned_to": str(db_ticket.assigned_to) if db_ticket.assigned_to else None,
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"created_at": db_ticket.created_at,
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"updated_at": db_ticket.updated_at,
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"sla_response_due": db_ticket.sla_response_due,
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"sla_resolution_due": db_ticket.sla_resolution_due,
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"first_response_at": db_ticket.first_response_at,
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"resolved_at": db_ticket.resolved_at,
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}
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except ValueError as e:
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await self.db.rollback()
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raise HTTPException(
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status_code=status.HTTP_400_BAD_REQUEST,
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detail=f"Invalid UUID format: {str(e)}",
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)
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except HTTPException:
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await self.db.rollback()
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raise
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except Exception as e:
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await self.db.rollback()
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last_error = e
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if "duplicate key" in str(e).lower() and "ticket_number" in str(e).lower():
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if attempt < max_retries - 1:
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continue
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raise HTTPException(
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status_code=status.HTTP_400_BAD_REQUEST,
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detail=f"Error creating ticket: {str(e)}",
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)
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raise HTTPException(
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status_code=status.HTTP_500_INTERNAL_SERVER_ERROR,
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detail=f"No se pudo crear el ticket después de {max_retries} intentos: {str(last_error)}",
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)
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def get_ticket_service(db: AsyncSession = Depends(get_db)) -> TicketService:
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"""Factory function para inyectar TicketService vía Depends()."""
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return TicketService(db)
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