GNX-WEB/backEnd/support/views.py

from rest_framework import viewsets, status, filters
from rest_framework.decorators import action
from rest_framework.response import Response
from rest_framework.permissions import AllowAny
from django.shortcuts import get_object_or_404
from django.db.models import Q
from django.utils import timezone

from .models import (
    SupportTicket, TicketStatus, TicketPriority, TicketCategory,
    TicketMessage, KnowledgeBaseCategory, KnowledgeBaseArticle, SupportSettings
)
from .serializers import (
    SupportTicketSerializer, SupportTicketCreateSerializer,
    TicketStatusSerializer, TicketPrioritySerializer, TicketCategorySerializer,
    TicketMessageSerializer, TicketStatusCheckSerializer,
    KnowledgeBaseCategorySerializer, KnowledgeBaseArticleListSerializer,
    KnowledgeBaseArticleDetailSerializer, SupportSettingsSerializer
)


class SupportTicketViewSet(viewsets.ModelViewSet):
    """
    ViewSet for managing support tickets.
    Public endpoint for creating tickets and checking status.
    """
    queryset = SupportTicket.objects.all()
    permission_classes = [AllowAny]
    filter_backends = [filters.SearchFilter, filters.OrderingFilter]
    search_fields = ['ticket_number', 'title', 'user_email', 'user_name']
    ordering_fields = ['created_at', 'updated_at', 'priority']
    ordering = ['-created_at']

    def get_serializer_class(self):
        if self.action == 'create':
            return SupportTicketCreateSerializer
        return SupportTicketSerializer

    @action(detail=False, methods=['post'], url_path='check-status')
    def check_status(self, request):
        """
        Check the status of a ticket by ticket number.
        POST /api/support/tickets/check-status/
        Body: {"ticket_number": "TKT-20231015-XXXXX"}
        """
        serializer = TicketStatusCheckSerializer(data=request.data)
        serializer.is_valid(raise_exception=True)
        
        ticket_number = serializer.validated_data['ticket_number']
        
        try:
            ticket = SupportTicket.objects.get(ticket_number=ticket_number)
            ticket_serializer = SupportTicketSerializer(ticket)
            return Response(ticket_serializer.data)
        except SupportTicket.DoesNotExist:
            return Response(
                {'error': 'Ticket not found. Please check your ticket number.'},
                status=status.HTTP_404_NOT_FOUND
            )

    @action(detail=True, methods=['post'], url_path='add-message')
    def add_message(self, request, pk=None):
        """
        Add a message to a ticket.
        POST /api/support/tickets/{id}/add-message/
        Body: {
            "content": "Message content",
            "author_name": "User Name",
            "author_email": "user@example.com"
        }
        """
        ticket = self.get_object()
        
        message_data = {
            'ticket': ticket.id,
            'content': request.data.get('content'),
            'author_name': request.data.get('author_name', ticket.user_name),
            'author_email': request.data.get('author_email', ticket.user_email),
            'message_type': 'user_message'
        }
        
        serializer = TicketMessageSerializer(data=message_data)
        serializer.is_valid(raise_exception=True)
        serializer.save()
        
        # Update ticket's last activity
        ticket.last_activity = timezone.now()
        ticket.save()
        
        return Response(serializer.data, status=status.HTTP_201_CREATED)


class TicketCategoryViewSet(viewsets.ReadOnlyModelViewSet):
    """
    ViewSet for ticket categories.
    Public read-only access to categories.
    """
    queryset = TicketCategory.objects.filter(is_active=True)
    serializer_class = TicketCategorySerializer
    permission_classes = [AllowAny]


class TicketStatusViewSet(viewsets.ReadOnlyModelViewSet):
    """
    ViewSet for ticket statuses.
    Public read-only access to statuses.
    """
    queryset = TicketStatus.objects.filter(is_active=True)
    serializer_class = TicketStatusSerializer
    permission_classes = [AllowAny]


class TicketPriorityViewSet(viewsets.ReadOnlyModelViewSet):
    """
    ViewSet for ticket priorities.
    Public read-only access to priorities.
    """
    queryset = TicketPriority.objects.filter(is_active=True)
    serializer_class = TicketPrioritySerializer
    permission_classes = [AllowAny]


class KnowledgeBaseCategoryViewSet(viewsets.ReadOnlyModelViewSet):
    """
    ViewSet for knowledge base categories.
    Public read-only access.
    """
    queryset = KnowledgeBaseCategory.objects.filter(is_active=True)
    serializer_class = KnowledgeBaseCategorySerializer
    permission_classes = [AllowAny]
    lookup_field = 'slug'


class KnowledgeBaseArticleViewSet(viewsets.ReadOnlyModelViewSet):
    """
    ViewSet for knowledge base articles.
    Public read-only access to published articles.
    """
    queryset = KnowledgeBaseArticle.objects.filter(is_published=True)
    permission_classes = [AllowAny]
    filter_backends = [filters.SearchFilter, filters.OrderingFilter]
    search_fields = ['title', 'content', 'summary', 'keywords']
    ordering_fields = ['created_at', 'view_count', 'helpful_count']
    ordering = ['-created_at']
    lookup_field = 'slug'

    def get_serializer_class(self):
        if self.action == 'retrieve':
            return KnowledgeBaseArticleDetailSerializer
        return KnowledgeBaseArticleListSerializer

    def retrieve(self, request, *args, **kwargs):
        instance = self.get_object()
        # Increment view count
        instance.view_count += 1
        instance.save(update_fields=['view_count'])
        serializer = self.get_serializer(instance)
        return Response(serializer.data)

    @action(detail=True, methods=['post'], url_path='mark-helpful')
    def mark_helpful(self, request, slug=None):
        """
        Mark an article as helpful.
        POST /api/support/knowledge-base/{slug}/mark-helpful/
        Body: {"helpful": true/false}
        """
        article = self.get_object()
        is_helpful = request.data.get('helpful', True)
        
        if is_helpful:
            article.helpful_count += 1
        else:
            article.not_helpful_count += 1
        
        article.save()
        
        return Response({
            'helpful_count': article.helpful_count,
            'not_helpful_count': article.not_helpful_count
        })

    @action(detail=False, methods=['get'], url_path='featured')
    def featured(self, request):
        """
        Get featured articles.
        GET /api/support/knowledge-base/featured/
        """
        featured_articles = self.queryset.filter(is_featured=True)[:6]
        serializer = self.get_serializer(featured_articles, many=True)
        return Response(serializer.data)

    @action(detail=False, methods=['get'], url_path='by-category/(?P<category_slug>[^/.]+)')
    def by_category(self, request, category_slug=None):
        """
        Get articles by category slug.
        GET /api/support/knowledge-base/by-category/{category_slug}/
        """
        articles = self.queryset.filter(category__slug=category_slug)
        page = self.paginate_queryset(articles)
        if page is not None:
            serializer = self.get_serializer(page, many=True)
            return self.get_paginated_response(serializer.data)
        
        serializer = self.get_serializer(articles, many=True)
        return Response(serializer.data)


class SupportSettingsViewSet(viewsets.ReadOnlyModelViewSet):
    """
    ViewSet for support settings.
    Public read-only access to active settings.
    """
    queryset = SupportSettings.objects.filter(is_active=True)
    serializer_class = SupportSettingsSerializer
    permission_classes = [AllowAny]
    lookup_field = 'setting_name'