GNX-WEB/backEnd/support/email_service.py

"""
Email Service for Support Tickets
Handles sending email notifications for ticket creation and updates
"""

from django.core.mail import EmailMultiAlternatives
from django.template.loader import render_to_string
from django.conf import settings
from django.utils.html import strip_tags
import logging

logger = logging.getLogger(__name__)


class SupportEmailService:
    """Service for sending support ticket related emails"""
    
    @staticmethod
    def send_ticket_confirmation_to_user(ticket):
        """
        Send ticket confirmation email to the user who created the ticket
        
        Args:
            ticket: SupportTicket instance
        """
        try:
            subject = f'Ticket Created: {ticket.ticket_number}'
            
            # Context for email template
            context = {
                'ticket': ticket,
                'ticket_number': ticket.ticket_number,
                'user_name': ticket.user_name,
                'title': ticket.title,
                'description': ticket.description,
                'ticket_type': ticket.get_ticket_type_display(),
                'category': ticket.category.name if ticket.category else 'General',
                'priority': ticket.priority.name if ticket.priority else 'Medium',
                'status': ticket.status.name if ticket.status else 'Open',
                'created_at': ticket.created_at.strftime('%B %d, %Y at %I:%M %p'),
                'support_url': f'{settings.SITE_URL}/support-center',
            }
            
            # Render HTML email
            html_message = render_to_string(
                'support/ticket_confirmation_user.html',
                context
            )
            
            # Create plain text version
            text_message = render_to_string(
                'support/ticket_confirmation_user.txt',
                context
            )
            
            # Create email
            email = EmailMultiAlternatives(
                subject=subject,
                body=text_message,
                from_email=settings.DEFAULT_FROM_EMAIL,
                to=[ticket.user_email],
            )
            
            # Attach HTML version
            email.attach_alternative(html_message, "text/html")
            
            # Send email
            email.send(fail_silently=False)
            
            logger.info(f'Ticket confirmation email sent to user: {ticket.user_email} for ticket {ticket.ticket_number}')
            return True
            
        except Exception as e:
            logger.error(f'Failed to send ticket confirmation email to user: {str(e)}')
            return False
    
    @staticmethod
    def send_ticket_notification_to_company(ticket):
        """
        Send ticket notification email to company/support team
        
        Args:
            ticket: SupportTicket instance
        """
        try:
            subject = f'New Support Ticket: {ticket.ticket_number} - {ticket.title}'
            
            # Get company email from settings
            company_email = getattr(settings, 'SUPPORT_EMAIL', settings.DEFAULT_FROM_EMAIL)
            
            # Context for email template
            context = {
                'ticket': ticket,
                'ticket_number': ticket.ticket_number,
                'user_name': ticket.user_name,
                'user_email': ticket.user_email,
                'user_phone': ticket.user_phone,
                'company': ticket.company,
                'title': ticket.title,
                'description': ticket.description,
                'ticket_type': ticket.get_ticket_type_display(),
                'category': ticket.category.name if ticket.category else 'General',
                'priority': ticket.priority.name if ticket.priority else 'Medium',
                'status': ticket.status.name if ticket.status else 'Open',
                'created_at': ticket.created_at.strftime('%B %d, %Y at %I:%M %p'),
                'admin_url': f'{settings.SITE_URL}/admin/support/supportticket/{ticket.id}/change/',
            }
            
            # Render HTML email
            html_message = render_to_string(
                'support/ticket_notification_company.html',
                context
            )
            
            # Create plain text version
            text_message = render_to_string(
                'support/ticket_notification_company.txt',
                context
            )
            
            # Create email
            email = EmailMultiAlternatives(
                subject=subject,
                body=text_message,
                from_email=settings.DEFAULT_FROM_EMAIL,
                to=[company_email],
                reply_to=[ticket.user_email],
            )
            
            # Attach HTML version
            email.attach_alternative(html_message, "text/html")
            
            # Send email
            email.send(fail_silently=False)
            
            logger.info(f'Ticket notification email sent to company: {company_email} for ticket {ticket.ticket_number}')
            return True
            
        except Exception as e:
            logger.error(f'Failed to send ticket notification email to company: {str(e)}')
            return False
    
    @staticmethod
    def send_ticket_created_emails(ticket):
        """
        Send both user confirmation and company notification emails
        
        Args:
            ticket: SupportTicket instance
            
        Returns:
            dict with status of both emails
        """
        user_email_sent = SupportEmailService.send_ticket_confirmation_to_user(ticket)
        company_email_sent = SupportEmailService.send_ticket_notification_to_company(ticket)
        
        return {
            'user_email_sent': user_email_sent,
            'company_email_sent': company_email_sent,
        }