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 +1,187 @@
+package tickets
+
+import (
+	"context"
+	"fmt"
+	"regexp"
+	"strconv"
+	"strings"
+
+	"velox-bot/internal/db/repos/ticketrepo"
+
+	"github.com/bwmarrin/discordgo"
+)
+
+// Custom IDs. Everything starts with "tickets:" so the interaction router can
+// hand it to this package.
+const (
+	idOpenPrefix     = "tickets:open:"     // panel button, + category ID
+	idSelect         = "tickets:select"    // panel dropdown (many categories)
+	idOpenFormPrefix = "tickets:openform:" // opening form, + category ID
+	idClaim          = "tickets:claim"
+	idClose          = "tickets:close"
+	idCloseForm      = "tickets:closeform"
+
+	fieldSubject = "subject"
+	fieldDetails = "details"
+	fieldReason  = "reason"
+)
+
+var customEmojiRe = regexp.MustCompile(`^<(a?):(\w+):(\d+)>$`)
+
+// parseEmoji accepts a Unicode emoji or a custom one written as <:name:id>.
+func parseEmoji(s string) *discordgo.ComponentEmoji {
+	s = strings.TrimSpace(s)
+	if s == "" {
+		return nil
+	}
+	if m := customEmojiRe.FindStringSubmatch(s); m != nil {
+		return &discordgo.ComponentEmoji{Name: m[2], ID: m[3], Animated: m[1] == "a"}
+	}
+	return &discordgo.ComponentEmoji{Name: s}
+}
+
+// BuildPanel is the message members open tickets from: an embed with the
+// guild's text and one button per category, or a dropdown once there are
+// more categories than fit comfortably in a row.
+func BuildPanel(s *ticketrepo.Settings, cats []ticketrepo.Category) (*discordgo.MessageEmbed, []discordgo.MessageComponent) {
+	embed := &discordgo.MessageEmbed{
+		Title:       clip(s.PanelTitle, 256),
+		Description: clip(s.PanelDescription, 4000),
+		Color:       accent,
+	}
+	if len(cats) > maxCategories {
+		cats = cats[:maxCategories]
+	}
+
+	if len(cats) <= maxPanelButtons {
+		var buttons []discordgo.MessageComponent
+		for _, c := range cats {
+			buttons = append(buttons, discordgo.Button{
+				Label:    clip(c.Name, 80),
+				Style:    discordgo.PrimaryButton,
+				CustomID: idOpenPrefix + id(c.ID),
+				Emoji:    parseEmoji(c.Emoji),
+			})
+		}
+		// With few categories their descriptions go in the embed, since a
+		// button has no room for one.
+		for _, c := range cats {
+			if c.Description != "" {
+				embed.Fields = append(embed.Fields, &discordgo.MessageEmbedField{Name: clip(c.Name, 256), Value: clip(c.Description, 1024)})
+			}
+		}
+		return embed, []discordgo.MessageComponent{discordgo.ActionsRow{Components: buttons}}
+	}
+
+	var opts []discordgo.SelectMenuOption
+	for _, c := range cats {
+		opts = append(opts, discordgo.SelectMenuOption{
+			Label:       clip(c.Name, 100),
+			Value:       id(c.ID),
+			Description: clip(c.Description, 100),
+			Emoji:       parseEmoji(c.Emoji),
+		})
+	}
+	return embed, []discordgo.MessageComponent{discordgo.ActionsRow{Components: []discordgo.MessageComponent{
+		discordgo.SelectMenu{CustomID: idSelect, Placeholder: "Choose what you need help with", Options: opts},
+	}}}
+}
+
+// PostPanel posts the panel in the ticket channel, or updates the one it
+// posted before, and returns where it ended up.
+func PostPanel(ctx context.Context, d Discord, st Store, guildID int64) (*discordgo.Message, error) {
+	s, err := st.GetSettings(ctx, guildID)
+	if err != nil {
+		return nil, err
+	}
+	if s.ChannelID == 0 {
+		return nil, ErrNotSetUp
+	}
+	cats, err := st.ListCategories(ctx, guildID)
+	if err != nil {
+		return nil, err
+	}
+	if len(cats) == 0 {
+		return nil, ErrNoCategories
+	}
+	embed, comps := BuildPanel(s, cats)
+
+	if s.PanelMessageID != 0 {
+		embeds := []*discordgo.MessageEmbed{embed}
+		msg, err := d.ChannelMessageEditComplex(&discordgo.MessageEdit{
+			Channel:    id(s.ChannelID),
+			ID:         id(s.PanelMessageID),
+			Embeds:     &embeds,
+			Components: &comps,
+		})
+		if err == nil {
+			return msg, nil
+		}
+		// The old panel was deleted or the channel changed: post a new one.
+	}
+
+	msg, err := d.ChannelMessageSendComplex(id(s.ChannelID), &discordgo.MessageSend{
+		Embeds:     []*discordgo.MessageEmbed{embed},
+		Components: comps,
+	})
+	if err != nil {
+		return nil, fmt.Errorf("posting the panel: %w", err)
+	}
+	if mid, err := strconv.ParseInt(msg.ID, 10, 64); err == nil {
+		if err := st.SetPanelMessage(ctx, guildID, mid); err != nil {
+			return msg, fmt.Errorf("saving the panel message: %w", err)
+		}
+	}
+	return msg, nil
+}
+
+// OpenForm is the short form shown after a member picks a category.
+func OpenForm(cat *ticketrepo.Category) *discordgo.InteractionResponse {
+	return &discordgo.InteractionResponse{
+		Type: discordgo.InteractionResponseModal,
+		Data: &discordgo.InteractionResponseData{
+			CustomID: idOpenFormPrefix + id(cat.ID),
+			Title:    clip("Open a ticket: "+cat.Name, 45),
+			Components: []discordgo.MessageComponent{
+				discordgo.ActionsRow{Components: []discordgo.MessageComponent{discordgo.TextInput{
+					CustomID:    fieldSubject,
+					Label:       "What do you need help with?",
+					Style:       discordgo.TextInputShort,
+					Placeholder: "A short summary",
+					Required:    true,
+					MinLength:   3,
+					MaxLength:   maxSubject,
+				}}},
+				discordgo.ActionsRow{Components: []discordgo.MessageComponent{discordgo.TextInput{
+					CustomID:    fieldDetails,
+					Label:       "Details",
+					Style:       discordgo.TextInputParagraph,
+					Placeholder: "Anything the staff should know (optional)",
+					Required:    false,
+					MaxLength:   maxDetails,
+				}}},
+			},
+		},
+	}
+}
+
+// CloseForm asks for an optional reason before closing.
+func CloseForm() *discordgo.InteractionResponse {
+	return &discordgo.InteractionResponse{
+		Type: discordgo.InteractionResponseModal,
+		Data: &discordgo.InteractionResponseData{
+			CustomID: idCloseForm,
+			Title:    "Close this ticket",
+			Components: []discordgo.MessageComponent{
+				discordgo.ActionsRow{Components: []discordgo.MessageComponent{discordgo.TextInput{
+					CustomID:  fieldReason,
+					Label:     "Reason (optional)",
+					Style:     discordgo.TextInputParagraph,
+					Required:  false,
+					MaxLength: maxReason,
+				}}},
+			},
+		},
+	}
+}