Add support tickets that work with private threads

Members open a ticket from a panel in the ticket channel: one button per category (a dropdown past five), then a short form. Each ticket is a private thread named after the category, number and opener, with a first message that mentions the category's staff role so its members join, and Claim and Close buttons. - Claim: staff (the category's role, or Manage Threads / Manage Server) take a ticket; the first message shows who has it. - Close: the opener or staff close it, with an optional reason. The thread is locked and archived, and the log channel gets a summary and a .txt transcript of the whole thread. - /ticket add|remove|claim|close inside a ticket; /tickets setup, /tickets category add|remove|list and /tickets panel for admins. - Per-member limit on open tickets (default 1), per-server ticket numbers handed out atomically, a deleted thread closes its ticket. - The dashboard asks the bot to post or refresh the panel through ticket_commands (LISTEN/NOTIFY, like music); the listener reconnects if the database connection drops. - Setup warns about missing bot permissions in the ticket and log channels. The flows live in internal/tickets behind small Discord and store interfaces, with unit tests on fakes; the repo and the listener have integration tests (-tags integration, TICKETS_TEST_DB). Needs the ticket tables (velox-dashboard-api migration 000016_tickets). .gitignore gains the /tldr benchmark rules so private chat exports and benchmark results on disk can't be committed from this branch. Co-Authored-By: Claude Opus 5.5 <[email protected]>
2026-10-20 19:31:52 +01:00
1 parent b1ea5f17e3
commit d294b3463b
@@ -0,0 +1,171 @@
+package tickets
+
+import (
+	"context"
+	"fmt"
+	"log"
+	"strconv"
+
+	"velox-bot/internal/db/repos/ticketrepo"
+
+	"github.com/bwmarrin/discordgo"
+)
+
+// CheckCanOpen runs before the form is shown, so a member who can't open a
+// ticket finds out before typing anything.
+func CheckCanOpen(ctx context.Context, st Store, guildID, userID, categoryID int64) (*ticketrepo.Settings, *ticketrepo.Category, error) {
+	s, err := st.GetSettings(ctx, guildID)
+	if err != nil {
+		return nil, nil, err
+	}
+	if !s.Configured || s.ChannelID == 0 {
+		return nil, nil, ErrNotSetUp
+	}
+	if !s.Enabled {
+		return nil, nil, ErrDisabled
+	}
+	cat, err := st.GetCategory(ctx, guildID, categoryID)
+	if err != nil {
+		return nil, nil, err
+	}
+	if cat == nil {
+		return nil, nil, ErrUnknownCategory
+	}
+	open, err := st.CountOpenByOpener(ctx, guildID, userID)
+	if err != nil {
+		return nil, nil, err
+	}
+	if open >= s.MaxOpenPerUser {
+		if s.MaxOpenPerUser == 1 {
+			return nil, nil, UserError("You already have an open ticket. Close it before opening another one.")
+		}
+		return nil, nil, UserError(fmt.Sprintf("You already have %d open tickets, the most this server allows. Close one before opening another.", open))
+	}
+	return s, cat, nil
+}
+
+type OpenRequest struct {
+	GuildID    int64
+	CategoryID int64
+	User       *discordgo.User
+	Subject    string
+	Details    string
+}
+
+// IntroComponents are the Claim and Close buttons under a ticket's first
+// message, disabled as the ticket moves on.
+func IntroComponents(claimed, closed bool) []discordgo.MessageComponent {
+	claimLabel := "Claim"
+	if claimed {
+		claimLabel = "Claimed"
+	}
+	return []discordgo.MessageComponent{discordgo.ActionsRow{Components: []discordgo.MessageComponent{
+		discordgo.Button{Label: claimLabel, Style: discordgo.SuccessButton, CustomID: idClaim, Disabled: claimed || closed, Emoji: &discordgo.ComponentEmoji{Name: "🙋"}},
+		discordgo.Button{Label: "Close", Style: discordgo.DangerButton, CustomID: idClose, Disabled: closed, Emoji: &discordgo.ComponentEmoji{Name: "🔒"}},
+	}}}
+}
+
+// IntroEmbed describes the ticket at the top of its thread.
+func IntroEmbed(t *ticketrepo.Ticket, details string) *discordgo.MessageEmbed {
+	desc := "**" + clip(t.Subject, maxSubject) + "**"
+	if details != "" {
+		desc += "\n\n" + clip(details, maxDetails)
+	}
+	claimed := "Nobody yet"
+	if t.ClaimedBy != 0 {
+		claimed = "<@" + id(t.ClaimedBy) + ">"
+	}
+	e := &discordgo.MessageEmbed{
+		Title:       fmt.Sprintf("Ticket #%04d · %s", t.Number, clip(t.CategoryName, 60)),
+		Description: desc,
+		Color:       accent,
+		Fields: []*discordgo.MessageEmbedField{
+			{Name: "Opened by", Value: "<@" + id(t.OpenerID) + ">", Inline: true},
+			{Name: "Claimed by", Value: claimed, Inline: true},
+		},
+		Footer: &discordgo.MessageEmbedFooter{Text: "Staff can claim this ticket. Anyone here can close it once it's sorted."},
+	}
+	if t.Status == ticketrepo.StatusClosed {
+		e.Color = 0x6b7280
+		e.Footer.Text = "This ticket is closed."
+	}
+	return e
+}
+
+// Open creates the ticket: a private thread in the ticket channel with the
+// opener added, a first message that mentions the category's staff role
+// (which adds that role's members to the thread), and the database row.
+func Open(ctx context.Context, d Discord, st Store, req OpenRequest) (*discordgo.Channel, error) {
+	s, cat, err := CheckCanOpen(ctx, st, req.GuildID, mustID(req.User.ID), req.CategoryID)
+	if err != nil {
+		return nil, err
+	}
+
+	number, err := st.NextNumber(ctx, req.GuildID)
+	if err != nil {
+		return nil, err
+	}
+
+	name := req.User.GlobalName
+	if name == "" {
+		name = req.User.Username
+	}
+	thread, err := d.ThreadStartComplex(id(s.ChannelID), &discordgo.ThreadStart{
+		Name:                ThreadName(cat.Name, number, name),
+		Type:                discordgo.ChannelTypeGuildPrivateThread,
+		AutoArchiveDuration: autoArchiveWeek,
+		Invitable:           false, // only staff can add people
+	})
+	if err != nil {
+		return nil, fmt.Errorf("creating the thread: %w", err)
+	}
+	// From here on a failure leaves an empty thread behind unless it's removed.
+	fail := func(err error) (*discordgo.Channel, error) {
+		if _, derr := d.ChannelDelete(thread.ID); derr != nil {
+			log.Printf("tickets: removing thread %s after a failed open: %v", thread.ID, derr)
+		}
+		return nil, err
+	}
+
+	if err := d.ThreadMemberAdd(thread.ID, req.User.ID); err != nil {
+		return fail(fmt.Errorf("adding the opener: %w", err))
+	}
+
+	t := &ticketrepo.Ticket{
+		GuildID:      req.GuildID,
+		Number:       number,
+		CategoryID:   cat.ID,
+		CategoryName: cat.Name,
+		OpenerID:     mustID(req.User.ID),
+		Subject:      clip(req.Subject, maxSubject),
+		Status:       ticketrepo.StatusOpen,
+	}
+	content := "<@" + req.User.ID + ">"
+	mentions := &discordgo.MessageAllowedMentions{Users: []string{req.User.ID}}
+	if cat.StaffRoleID != 0 {
+		content += " <@&" + id(cat.StaffRoleID) + ">"
+		mentions.Roles = []string{id(cat.StaffRoleID)}
+	}
+	intro, err := d.ChannelMessageSendComplex(thread.ID, &discordgo.MessageSend{
+		Content:         content,
+		Embeds:          []*discordgo.MessageEmbed{IntroEmbed(t, req.Details)},
+		Components:      IntroComponents(false, false),
+		AllowedMentions: mentions,
+	})
+	if err != nil {
+		return fail(fmt.Errorf("posting the first message: %w", err))
+	}
+
+	t.ThreadID = mustID(thread.ID)
+	t.IntroMessage = mustID(intro.ID)
+	if _, err := st.CreateTicket(ctx, *t); err != nil {
+		return fail(fmt.Errorf("saving the ticket: %w", err))
+	}
+	return thread, nil
+}
+
+// mustID parses a snowflake that came from Discord; those are always valid.
+func mustID(s string) int64 {
+	n, _ := strconv.ParseInt(s, 10, 64)
+	return n
+}