velox-bot/internal/tickets/tickets.go

// Package tickets is the support ticket system: a panel message with one
// button per category, a short form, and a private thread per ticket that
// staff can claim and anyone involved can close. Closing locks and archives
// the thread and posts a transcript to the log channel.
//
// The Discord and database calls go through small interfaces so the flows
// can be tested without either; the slash command and button handlers in
// internal/commands/tickets only translate interactions into these calls.
package tickets

import (
	"context"
	"fmt"
	"strings"
	"unicode"

	"velox-bot/internal/db/repos/ticketrepo"

	"github.com/bwmarrin/discordgo"
)

// Store is the subset of ticketrepo.Repo the flows use.
type Store interface {
	GetSettings(ctx context.Context, guildID int64) (*ticketrepo.Settings, error)
	SetPanelMessage(ctx context.Context, guildID, messageID int64) error
	NextNumber(ctx context.Context, guildID int64) (int, error)
	ListCategories(ctx context.Context, guildID int64) ([]ticketrepo.Category, error)
	GetCategory(ctx context.Context, guildID, id int64) (*ticketrepo.Category, error)
	CountOpenByOpener(ctx context.Context, guildID, openerID int64) (int, error)
	CreateTicket(ctx context.Context, t ticketrepo.Ticket) (int64, error)
	GetTicketByThread(ctx context.Context, threadID int64) (*ticketrepo.Ticket, error)
	Claim(ctx context.Context, threadID, staffID int64) (int64, error)
	Close(ctx context.Context, threadID, closedBy int64, reason string) (bool, error)
	ListUnprocessedCommands(ctx context.Context) ([]ticketrepo.Command, error)
	MarkCommandProcessed(ctx context.Context, id int64) error
}

// Discord is the subset of *discordgo.Session the flows use.
type Discord interface {
	ThreadStartComplex(channelID string, data *discordgo.ThreadStart, options ...discordgo.RequestOption) (*discordgo.Channel, error)
	ThreadMemberAdd(threadID, memberID string, options ...discordgo.RequestOption) error
	ThreadMemberRemove(threadID, memberID string, options ...discordgo.RequestOption) error
	ChannelMessageSendComplex(channelID string, data *discordgo.MessageSend, options ...discordgo.RequestOption) (*discordgo.Message, error)
	ChannelMessageEditComplex(m *discordgo.MessageEdit, options ...discordgo.RequestOption) (*discordgo.Message, error)
	ChannelMessage(channelID, messageID string, options ...discordgo.RequestOption) (*discordgo.Message, error)
	ChannelMessages(channelID string, limit int, beforeID, afterID, aroundID string, options ...discordgo.RequestOption) ([]*discordgo.Message, error)
	ChannelEditComplex(channelID string, data *discordgo.ChannelEdit, options ...discordgo.RequestOption) (*discordgo.Channel, error)
	ChannelDelete(channelID string, options ...discordgo.RequestOption) (*discordgo.Channel, error)
}

// UserError is a problem worth showing the person who clicked, as written.
// Anything else is logged and shown as a generic failure.
type UserError string

func (e UserError) Error() string { return string(e) }

const (
	ErrNotSetUp        = UserError("Tickets aren't set up on this server yet. An admin can run `/tickets setup`.")
	ErrDisabled        = UserError("Tickets are turned off on this server right now.")
	ErrNoCategories    = UserError("There are no ticket categories yet. Add one with `/tickets category add` or on the dashboard.")
	ErrUnknownCategory = UserError("That ticket category no longer exists. Ask an admin to repost the ticket panel.")
	ErrNotATicket      = UserError("This isn't a ticket thread.")
	ErrClosed          = UserError("This ticket is already closed.")
	ErrNotStaff        = UserError("Only the staff handling this kind of ticket can do that.")
	ErrNotInvolved     = UserError("Only the person who opened this ticket or the staff can do that.")
)

var (
	defaultStore Store
	accent       = 0x2b7bfa
)

func Init(s Store) { defaultStore = s }

func Default() Store { return defaultStore }

// Limits Discord puts on what the bot sends.
const (
	maxThreadName   = 100
	maxSubject      = 100
	maxDetails      = 1000
	maxReason       = 300
	maxPanelButtons = 5 // more categories than this switch the panel to a dropdown
	maxCategories   = 25
	autoArchiveWeek = 10080
)

func id(v int64) string { return fmt.Sprintf("%d", v) }

// IsStaff reports whether a member may claim, close and manage tickets of
// this category: anyone with the category's staff role, or with Manage
// Threads / Manage Server / Administrator (perms is the member's permission
// set in the ticket's channel, as Discord sends it with the interaction).
func IsStaff(member *discordgo.Member, perms int64, cat *ticketrepo.Category) bool {
	const staffPerms = discordgo.PermissionAdministrator | discordgo.PermissionManageGuild | discordgo.PermissionManageThreads
	if perms&staffPerms != 0 {
		return true
	}
	if member == nil || cat == nil || cat.StaffRoleID == 0 {
		return false
	}
	want := id(cat.StaffRoleID)
	for _, r := range member.Roles {
		if r == want {
			return true
		}
	}
	return false
}

// slug turns a name into lowercase ASCII words joined by dashes, for thread
// names that read well in the channel's thread list.
func slug(s string, max int) string {
	var b strings.Builder
	dash := false
	for _, r := range strings.ToLower(s) {
		switch {
		case r < unicode.MaxASCII && (unicode.IsLetter(r) || unicode.IsDigit(r)):
			if dash && b.Len() > 0 {
				b.WriteByte('-')
			}
			b.WriteRune(r)
			dash = false
		default:
			dash = true
		}
		if b.Len() >= max {
			break
		}
	}
	out := b.String()
	if len(out) > max {
		out = out[:max]
	}
	return strings.Trim(out, "-")
}

// ThreadName is "support-0042-ana": the category, the ticket number and who
// opened it.
func ThreadName(category string, number int, opener string) string {
	cat := slug(category, 30)
	if cat == "" {
		cat = "ticket"
	}
	name := fmt.Sprintf("%s-%04d", cat, number)
	if u := slug(opener, 32); u != "" {
		name += "-" + u
	}
	if len(name) > maxThreadName {
		name = name[:maxThreadName]
	}
	return name
}

func clip(s string, n int) string {
	s = strings.TrimSpace(s)
	if r := []rune(s); len(r) > n {
		return string(r[:n-1]) + "…"
	}
	return s
}

// Permissions the bot needs, by channel.
const (
	NeedTicketChannel = discordgo.PermissionViewChannel | discordgo.PermissionSendMessages | discordgo.PermissionEmbedLinks |
		discordgo.PermissionCreatePrivateThreads | discordgo.PermissionSendMessagesInThreads | discordgo.PermissionManageThreads
	NeedLogChannel = discordgo.PermissionViewChannel | discordgo.PermissionSendMessages | discordgo.PermissionEmbedLinks |
		discordgo.PermissionAttachFiles
)

var permNames = []struct {
	bit  int64
	name string
}{
	{discordgo.PermissionViewChannel, "View Channel"},
	{discordgo.PermissionSendMessages, "Send Messages"},
	{discordgo.PermissionEmbedLinks, "Embed Links"},
	{discordgo.PermissionAttachFiles, "Attach Files"},
	{discordgo.PermissionCreatePrivateThreads, "Create Private Threads"},
	{discordgo.PermissionSendMessagesInThreads, "Send Messages in Threads"},
	{discordgo.PermissionManageThreads, "Manage Threads"},
}

// MissingPerms names the permissions in need that have lacks. Administrator
// counts as having everything.
func MissingPerms(have, need int64) []string {
	if have&discordgo.PermissionAdministrator != 0 {
		return nil
	}
	var out []string
	for _, p := range permNames {
		if need&p.bit != 0 && have&p.bit == 0 {
			out = append(out, p.name)
		}
	}
	return out
}