otrs-turbo/routes/lookups.js

const express = require('express');
const router = express.Router();
const pool = require('../db');

// Helper for OTRS CE GenericInterface REST API calls
async function otrsRequest(method, path, bodyData = {}) {
  const OTRS_API_USER = process.env.OTRS_API_USER;
  const OTRS_API_PASSWORD = process.env.OTRS_API_PASSWORD;
  const OTRS_API_URL = process.env.OTRS_API_URL;

  if (!OTRS_API_URL || !OTRS_API_USER) {
    return null;
  }
  const url = `${OTRS_API_URL.replace(/\/$/, '')}${path.startsWith('/') ? path : '/' + path}`;
  const payload = {
    UserLogin: OTRS_API_USER,
    Password: OTRS_API_PASSWORD,
    ...bodyData
  };
  const response = await fetch(url, {
    method,
    headers: { 'Content-Type': 'application/json' },
    body: JSON.stringify(payload)
  });
  if (!response.ok) {
    const errorText = await response.text();
    throw new Error(`OTRS REST API error (${response.status}): ${errorText}`);
  }
  return await response.json();
}


// GET /api/queues — Active queues
router.get('/queues', async (req, res) => {
  try {
    const result = await pool.query(
      `SELECT q.id, q.name, q.comments
       FROM queue q
       WHERE q.valid_id = 1
       ORDER BY q.name`
    );
    res.json(result.rows);
  } catch (err) {
    console.error('Error fetching queues:', err);
    res.status(500).json({ error: err.message });
  }
});

// GET /api/states — Ticket states with state type
router.get('/states', async (req, res) => {
  try {
    const result = await pool.query(
      `SELECT ts.id, ts.name, tst.name AS type_name
       FROM ticket_state ts
       JOIN ticket_state_type tst ON ts.type_id = tst.id
       WHERE ts.valid_id = 1
       ORDER BY ts.id`
    );
    res.json(result.rows);
  } catch (err) {
    console.error('Error fetching states:', err);
    res.status(500).json({ error: err.message });
  }
});

// GET /api/priorities — Ticket priorities
router.get('/priorities', async (req, res) => {
  try {
    const result = await pool.query(
      `SELECT id, name, color
       FROM ticket_priority
       WHERE valid_id = 1
       ORDER BY id`
    );
    res.json(result.rows);
  } catch (err) {
    console.error('Error fetching priorities:', err);
    res.status(500).json({ error: err.message });
  }
});

// GET /api/users — Active agents/operators
router.get('/users', async (req, res) => {
  try {
    const result = await pool.query(
      `SELECT id, login, first_name, last_name, title
       FROM users
       WHERE valid_id = 1
       ORDER BY last_name, first_name`
    );
    res.json(result.rows);
  } catch (err) {
    console.error('Error fetching users:', err);
    res.status(500).json({ error: err.message });
  }
});

// GET /api/types — Ticket types
router.get('/types', async (req, res) => {
  try {
    const result = await pool.query(
      `SELECT id, name
       FROM ticket_type
       WHERE valid_id = 1
       ORDER BY name`
    );
    res.json(result.rows);
  } catch (err) {
    console.error('Error fetching types:', err);
    res.status(500).json({ error: err.message });
  }
});

// GET /api/lock-types — Ticket lock types
router.get('/lock-types', async (req, res) => {
  try {
    const result = await pool.query(
      `SELECT id, name FROM ticket_lock_type WHERE valid_id = 1 ORDER BY id`
    );
    res.json(result.rows);
  } catch (err) {
    console.error('Error fetching lock types:', err);
    res.status(500).json({ error: err.message });
  }
});

// GET /api/customer-companies/search — Search customer companies
router.get('/customer-companies/search', async (req, res) => {
  try {
    const { q } = req.query;
    if (!q) {
      return res.json([]);
    }
    const searchTerm = `%${q}%`;
    const result = await pool.query(
      `SELECT customer_id, name
       FROM customer_company
       WHERE valid_id = 1 AND (
         customer_id ILIKE $1 OR
         name ILIKE $1
       )
       ORDER BY name
       LIMIT 20`,
      [searchTerm]
    );
    res.json(result.rows);
  } catch (err) {
    console.error('Error searching customer companies:', err);
    res.status(500).json({ error: err.message });
  }
});

// GET /api/customer-users/search — Search customer users
router.get('/customer-users/search', async (req, res) => {
  try {
    const { q = '', customer_company_id } = req.query;

    // Try OTRS API first if configured
    const OTRS_API_URL = process.env.OTRS_API_URL;
    const OTRS_API_USER = process.env.OTRS_API_USER;
    if (OTRS_API_URL && OTRS_API_USER) {
      try {
        const searchParams = {
          Search: q ? `*${q}*` : '*',
          Valid: 1
        };
        if (customer_company_id) {
          searchParams.CustomerID = customer_company_id;
        }

        const searchRes = await otrsRequest('POST', '/CustomerUserSearch', searchParams);
        let logins = [];
        if (searchRes) {
          if (Array.isArray(searchRes.CustomerUserID)) {
            logins = searchRes.CustomerUserID;
          } else if (searchRes.Data && Array.isArray(searchRes.Data.CustomerUserID)) {
            logins = searchRes.Data.CustomerUserID;
          } else if (Array.isArray(searchRes)) {
            logins = searchRes;
          }
        }

        if (logins.length > 0) {
          // Limit to top 20 logins to avoid rate/performance issues
          const limitedLogins = logins.slice(0, 20);
          const detailPromises = limitedLogins.map(async (login) => {
            try {
              const detailRes = await otrsRequest('POST', '/CustomerUserGet', { UserLogin: login });
              const userObj = detailRes?.CustomerUser;
              if (userObj) {
                return {
                  login: userObj.UserLogin || login,
                  email: userObj.UserEmail || '',
                  first_name: userObj.UserFirstname || '',
                  last_name: userObj.UserLastname || '',
                  customer_id: userObj.UserCustomerID || ''
                };
              }
            } catch (err) {
              console.error(`Error fetching details for user ${login}:`, err.message);
            }
            return null;
          });

          const details = await Promise.all(detailPromises);
          const validUsers = details.filter(u => u !== null);
          if (validUsers.length > 0) {
            return res.json(validUsers);
          }
        }
      } catch (apiErr) {
        console.warn('OTRS CustomerUserSearch API request failed, falling back to local DB:', apiErr.message);
      }
    }

    // Fallback: local DB query
    let queryText;
    let queryParams;
    if (q) {
      const searchTerm = `%${q}%`;
      queryText = `
        SELECT login, email, first_name, last_name, customer_id
        FROM customer_user
        WHERE valid_id = 1 AND (
          login ILIKE $1 OR
          email ILIKE $1 OR
          first_name ILIKE $1 OR
          last_name ILIKE $1
        )
      `;
      queryParams = [searchTerm];
      if (customer_company_id) {
        queryText += ` AND customer_id = $2`;
        queryParams.push(customer_company_id);
      }
    } else {
      queryText = `
        SELECT login, email, first_name, last_name, customer_id
        FROM customer_user
        WHERE valid_id = 1
      `;
      queryParams = [];
      if (customer_company_id) {
        queryText += ` AND customer_id = $1`;
        queryParams.push(customer_company_id);
      }
    }

    queryText += ` ORDER BY last_name, first_name LIMIT 20`;

    const result = await pool.query(queryText, queryParams);
    res.json(result.rows);
  } catch (err) {
    console.error('Error searching customer users:', err);
    res.status(500).json({ error: err.message });
  }
});

// GET /api/agents/search — Search active agents
router.get('/agents/search', async (req, res) => {
  try {
    const { q } = req.query;
    const searchTerm = q ? `%${q}%` : '%';
    const result = await pool.query(
      `SELECT id, login, first_name, last_name
       FROM users
       WHERE valid_id = 1 AND (
         login ILIKE $1 OR
         first_name ILIKE $1 OR
         last_name ILIKE $1
       )
       ORDER BY last_name, first_name
       LIMIT 20`,
      [searchTerm]
    );
    res.json(result.rows);
  } catch (err) {
    console.error('Error searching agents:', err);
    res.status(500).json({ error: err.message });
  }
});

// GET /api/queues/search — Search active queues
router.get('/queues/search', async (req, res) => {
  try {
    const { q } = req.query;
    const searchTerm = q ? `%${q}%` : '%';
    const result = await pool.query(
      `SELECT id, name
       FROM queue
       WHERE valid_id = 1 AND name ILIKE $1
       ORDER BY name
       LIMIT 20`,
      [searchTerm]
    );
    res.json(result.rows);
  } catch (err) {
    console.error('Error searching queues:', err);
    res.status(500).json({ error: err.message });
  }
});

// GET /api/states/search — Search active ticket states
router.get('/states/search', async (req, res) => {
  try {
    const { q } = req.query;
    const searchTerm = q ? `%${q}%` : '%';
    const result = await pool.query(
      `SELECT id, name
       FROM ticket_state
       WHERE valid_id = 1 AND name ILIKE $1
       ORDER BY name
       LIMIT 20`,
      [searchTerm]
    );
    res.json(result.rows);
  } catch (err) {
    console.error('Error searching states:', err);
    res.status(500).json({ error: err.message });
  }
});

module.exports = router;