deflock/api/services/ZammadClient.ts

import { Type, Static } from '@sinclair/typebox';
import { type Span, SpanKind, SpanStatusCode, context, trace } from '@opentelemetry/api';
import { tracer } from '../telemetry';

const ZAMMAD_URL = process.env.ZAMMAD_URL || '';
const ZAMMAD_TOKEN = process.env.ZAMMAD_TOKEN || '';

export type ContactTopic =
  | 'website-support'
  | 'app-support'
  | 'local-groups'
  | 'media'
  | 'questions-comments';

export const ContactMessageBodySchema = Type.Object({
  name: Type.String({ minLength: 1 }),
  email: Type.String({ format: 'email' }),
  topic: Type.Union([
    Type.Literal('website-support'),
    Type.Literal('app-support'),
    Type.Literal('local-groups'),
    Type.Literal('media'),
    Type.Literal('questions-comments'),
  ]),
  subject: Type.String({ minLength: 1 }),
  message: Type.String({ minLength: 1 }),
  turnstileToken: Type.String({ minLength: 1 }),
});

export type ContactMessageBody = Static<typeof ContactMessageBodySchema>;

const TOPIC_GROUP_MAP: Record<ContactTopic, string> = {
  'website-support': 'Website Support',
  'app-support': 'App Support',
  'local-groups': 'Local Groups',
  'media': 'Media',
  'questions-comments': 'General Support',
};

export interface CreateTicketPayload {
  name: string;
  email: string;
  topic: ContactTopic;
  subject: string;
  message: string;
}

export class ZammadClient {
  private async upsertCustomer(name: string, email: string, parentSpan: Span): Promise<number> {
    const normalizedEmail = email.toLowerCase();
    const ctx = trace.setSpan(context.active(), parentSpan);

    // Search for existing user by email
    const searchSpan = tracer.startSpan('zammad.upsertCustomer.search', {
      kind: SpanKind.CLIENT,
      attributes: { 'peer.service': 'zammad', 'http.request.method': 'GET' },
    }, ctx);
    try {
      const searchResponse = await fetch(
        `${ZAMMAD_URL}/api/v1/users/search?query=${encodeURIComponent(normalizedEmail)}&limit=1`,
        {
          headers: { 'Authorization': `Token token=${ZAMMAD_TOKEN}` },
        }
      );
      searchSpan.setAttribute('http.response.status_code', searchResponse.status);
      if (searchResponse.ok) {
        const users = await searchResponse.json() as Array<{ id: number; email: string }>;
        const match = users.find(u => u.email?.toLowerCase() === normalizedEmail);
        if (match) return match.id;
      }
    } catch (err) {
      searchSpan.recordException(err as Error);
      searchSpan.setStatus({ code: SpanStatusCode.ERROR, message: (err as Error).message });
      throw err;
    } finally {
      searchSpan.end();
    }

    // Create the customer if not found
    const createSpan = tracer.startSpan('zammad.upsertCustomer.create', {
      kind: SpanKind.CLIENT,
      attributes: { 'peer.service': 'zammad', 'http.request.method': 'POST' },
    }, ctx);
    try {
      const createResponse = await fetch(`${ZAMMAD_URL}/api/v1/users`, {
        method: 'POST',
        headers: {
          'Authorization': `Token token=${ZAMMAD_TOKEN}`,
          'Content-Type': 'application/json',
        },
        body: JSON.stringify({ firstname: name, email: normalizedEmail, roles: ['Customer'] }),
      });
      createSpan.setAttribute('http.response.status_code', createResponse.status);
      if (!createResponse.ok) {
        const text = await createResponse.text();
        throw new Error(`Zammad customer creation failed: ${createResponse.status} ${text}`);
      }
      const user = await createResponse.json() as { id: number };
      return user.id;
    } catch (err) {
      createSpan.recordException(err as Error);
      createSpan.setStatus({ code: SpanStatusCode.ERROR, message: (err as Error).message });
      throw err;
    } finally {
      createSpan.end();
    }
  }

  async createTicket(payload: CreateTicketPayload): Promise<void> {
    const { name, email, topic, subject, message } = payload;
    const group = TOPIC_GROUP_MAP[topic];

    const span = tracer.startSpan('zammad.createTicket', {
      kind: SpanKind.CLIENT,
      attributes: { 'peer.service': 'zammad', 'http.request.method': 'POST' },
    });
    try {
      const customerId = await this.upsertCustomer(name, email, span);

      const body = JSON.stringify({
        title: subject,
        group,
        priority: topic === 'media' ? '3 high' : '2 normal',
        customer_id: customerId,
        article: {
          subject,
          body: message,
          type: 'email',
          sender: 'Customer',
          from: `${name} <${email}>`,
          to: 'contact@deflock.org',
          internal: false,
        },
      });

      const ctx = trace.setSpan(context.active(), span);
      const response = await context.with(ctx, () => fetch(`${ZAMMAD_URL}/api/v1/tickets`, {
        method: 'POST',
        headers: {
          'Authorization': `Token token=${ZAMMAD_TOKEN}`,
          'Content-Type': 'application/json',
        },
        body,
      }));
      span.setAttribute('http.response.status_code', response.status);
      if (!response.ok) {
        const text = await response.text();
        throw new Error(`Zammad ticket creation failed: ${response.status} ${text}`);
      }
    } catch (err) {
      span.recordException(err as Error);
      span.setStatus({ code: SpanStatusCode.ERROR, message: (err as Error).message });
      span.setAttribute('error.type', 'upstream_error');
      throw err;
    } finally {
      span.end();
    }
  }
}