wxccai/src/services/jira/closeHelpers.js

// Convenience wrappers around closeTicket() aimed at Contact Center agent
// intents. Each one calls closeTicket with a specific resolution + a
// standardized audit-trail comment, plus any intent-specific side effects
// (like creating a formal "Duplicate" issueLink).
//
// These are thin — the real work lives in issues.js closeTicket +
// setSSValidatorFields. If a caller wants full control, they can still hit
// /ticket/:key/close directly.
import logger from '../../utilities/logger.js';
import { jiraClient } from './client.js';
import { closeTicket } from './issues.js';

const KEY_RE = /^[A-Z]+-\d+$/;

/**
 * "The caller confirms it's fixed." Resolves the ticket as Done.
 *
 * @param {string} key
 * @param {Object} [opts]
 * @param {string} [opts.comment]        Extra context to append; a default
 *                                       is used if omitted.
 * @param {string} [opts.subType]        Feeds the validator-field default
 *                                       lookup in ssCloseDefaults.js.
 * @param {string} [opts.component]      Override the default component.
 * @param {string} [opts.businessService]
 * @param {string} [opts.system]
 * @param {string} [opts.cause]          Defaults to "Unknown" for CC-driven
 *                                       closes, which is the tenant's designed
 *                                       catch-all Cause Code.
 * @param {boolean} [opts.internal=true] Post comment as internal (visible only
 *                                       to Service Desk Team). Default true
 *                                       because CC-agent notes should not
 *                                       show to the customer as public replies.
 */
export async function confirmFixed(key, opts = {}) {
    if (!key || !KEY_RE.test(key)) throw new Error(`Invalid ticket key: "${key}"`);
    const {
        comment,
        subType,
        component, businessService, system, cause,
        internal = true,
    } = opts;

    const finalComment = comment
        || 'Closed via WxCC AI agent: caller confirmed the issue is resolved.';

    return closeTicket(key, {
        resolution: 'Done',
        comment: finalComment,
        internal,
        component, businessService, system, cause,
        subType,
    });
}

/**
 * "The caller wants to cancel their ticket." Resolves as Won't Do.
 *
 * @param {string} key
 * @param {Object} [opts]
 * @param {string} [opts.reason]         Freeform reason to include in the
 *                                       comment (e.g. "customer says the
 *                                       issue self-resolved").
 * @param {string} [opts.subType]        Feeds default lookup.
 * @param {string} [opts.component]
 * @param {string} [opts.businessService]
 * @param {string} [opts.system]
 * @param {string} [opts.cause]          Defaults to whatever the subType map
 *                                       says (usually "Unknown").
 * @param {boolean} [opts.internal=true]
 */
export async function customerCancelled(key, opts = {}) {
    if (!key || !KEY_RE.test(key)) throw new Error(`Invalid ticket key: "${key}"`);
    const {
        reason,
        subType,
        component, businessService, system, cause,
        internal = true,
    } = opts;

    const comment = reason
        ? `Closed via WxCC AI agent: caller requested cancellation. Reason: ${reason}`
        : 'Closed via WxCC AI agent: caller requested cancellation.';

    return closeTicket(key, {
        resolution: "Won't Do",
        comment,
        internal,
        component, businessService, system, cause,
        subType,
    });
}

/**
 * "This ticket is a duplicate of SS-XXXX."
 *
 * Closes the given ticket with resolution=Duplicate AND creates a formal
 * `Duplicate` issue link pointing to the primary ticket. Both operations
 * are attempted; if the link creation fails, the close still completes
 * (the link error is logged and surfaced in the response).
 *
 * @param {string} key
 * @param {Object} opts
 * @param {string} opts.primaryKey      The ticket this is a duplicate OF (required).
 * @param {string} [opts.comment]       Extra context; a default is used if omitted.
 * @param {string} [opts.subType]
 * @param {string} [opts.component]
 * @param {string} [opts.businessService]
 * @param {string} [opts.system]
 * @param {string} [opts.cause]
 * @param {boolean} [opts.internal=true]
 */
export async function markDuplicate(key, opts = {}) {
    if (!key || !KEY_RE.test(key)) throw new Error(`Invalid ticket key: "${key}"`);
    const {
        primaryKey,
        comment,
        subType,
        component, businessService, system, cause,
        internal = true,
    } = opts;

    if (!primaryKey || !KEY_RE.test(primaryKey)) {
        throw new Error(`markDuplicate requires primaryKey; got "${primaryKey}"`);
    }
    if (primaryKey === key) {
        throw new Error(`markDuplicate: primaryKey (${primaryKey}) cannot equal the ticket being closed (${key})`);
    }

    const finalComment = comment
        || `Closed via WxCC AI agent: duplicate of ${primaryKey}.`;

    // Try to create the formal Duplicate link first. If Jira rejects it (e.g.
    // primary doesn't exist), abort — closing without the link would lose
    // the connection.
    let linkResult = null;
    try {
        await jiraClient.post('/rest/api/3/issueLink', {
            type: { name: 'Duplicate' },
            inwardIssue:  { key: key },
            outwardIssue: { key: primaryKey },
        }, { headers: { 'Content-Type': 'application/json' } });
        linkResult = { ok: true, primaryKey, linkType: 'Duplicate' };
        logger.info('markDuplicate: created formal issueLink', { key, primaryKey });
    } catch (err) {
        const detail = err.response?.data?.errorMessages?.join('; ') || err.message;
        logger.warn('markDuplicate: issueLink create failed; will still close', {
            key, primaryKey, error: detail, status: err.response?.status,
        });
        linkResult = { ok: false, primaryKey, error: detail };
        // We continue: the close-with-comment still records the intent.
    }

    const closeResult = await closeTicket(key, {
        resolution: 'Duplicate',
        comment: finalComment,
        internal,
        component, businessService, system, cause,
        subType,
    });

    return { ...closeResult, issueLink: linkResult };
}