breadcrumb-the-shire/modules/helpdesk/web/js/helpdesk-communication.js

import { renderEmptyState } from './helpdesk-empty-state.js';

function esc(str) {
  const d = document.createElement('div');
  d.textContent = String(str ?? '');
  return d.innerHTML;
}

function activityActionLabel(typeVariant, type, stateSubtype, t) {
  if (typeVariant === 'status') {
    const base = t('changed status');
    return stateSubtype ? `${base} (${stateSubtype})` : base;
  }
  if (typeVariant === 'forward') {
    return t('Forwarded');
  }
  if (typeVariant === 'file') {
    return t('attached a file');
  }
  if (type && String(type).trim() !== '') {
    return type;
  }

  return t('logged an activity');
}

function entryTimestamp(entry, t) {
  const date = entry.date || '';
  const timeRaw = entry.time || '';
  const time = timeRaw.length >= 5 ? timeRaw.slice(0, 5) : timeRaw;
  if (date && time) return `${date} ${time}`;
  if (entry.timestamp_iso) return entry.timestamp_iso;
  if (date) return date;
  return '—';
}

function participantRole(entry) {
  const explicitRole = String(entry.actor_role || '').trim().toLowerCase();
  if (explicitRole === 'customer' || explicitRole === 'support') {
    return explicitRole;
  }

  const actor = String(entry.actor || '').trim().toLowerCase();
  if (actor.startsWith('kt') || actor.includes('kontakt') || actor.includes('contact')) {
    return 'customer';
  }

  return 'support';
}

function ticketHref(baseUrl, ticketNo) {
  const base = String(baseUrl || '').trim();
  const no = String(ticketNo || '').trim();
  if (!base || !no) return '';

  return `${base}${encodeURIComponent(no)}`;
}

export function renderCommunicationError(message) {
  return `<div class="notice" data-variant="warning" role="alert"><p>${esc(message)}</p></div>`;
}

export function renderCommunicationHint(message) {
  return `<p class="helpdesk-comm-hint">${esc(message)}</p>`;
}

export function renderCommunicationFeed(entries, options = {}) {
  const {
    t = (k) => k,
    emptyMessage = 'No communication found.',
    showTicketNo = false,
    ticketBaseUrl = '',
  } = options;

  const list = Array.isArray(entries) ? entries : [];
  if (list.length === 0) {
    return renderEmptyState({
      message: t(emptyMessage),
      size: 'compact',
      align: 'center',
      icon: false,
    });
  }

  let html = '<ol class="helpdesk-comm-feed" role="list">';
  for (const entry of list) {
    const actor = entry.actor || 'System';
    const typeVariant = entry.type_variant || 'other';
    const type = entry.type || '';
    const stateSubtype = entry.state_subtype || '';
    const message = entry.message || '';
    const ticketNo = entry.ticket_no || '';
    const timeLabel = entryTimestamp(entry, t);
    const ticketUrl = ticketHref(ticketBaseUrl, ticketNo);

    if (typeVariant === 'message') {
      const role = participantRole(entry);
      html += `<li class="helpdesk-chat-row helpdesk-chat-row--message helpdesk-chat-row--${esc(role)}" data-variant="${esc(typeVariant)}">`;
      html += '<div class="helpdesk-chat-meta-block">';
      html += `<strong class="helpdesk-chat-actor">${esc(actor)}</strong>`;
      html += '<small class="helpdesk-chat-meta-row">';
      if (showTicketNo && ticketNo) {
        if (ticketUrl) {
          html += `<a class="helpdesk-chat-meta-link" href="${esc(ticketUrl)}">${esc(t('Ticket'))} ${esc(ticketNo)}</a>`;
        } else {
          html += `<span class="helpdesk-chat-meta-item">${esc(t('Ticket'))} ${esc(ticketNo)}</span>`;
        }
      }
      html += `<span class="helpdesk-chat-meta-item helpdesk-chat-time">${esc(timeLabel)}</span>`;
      html += '</small>';
      html += '</div>';
      html += `<p class="helpdesk-chat-bubble">${esc(message)}</p>`;
      html += '</li>';
      continue;
    }

    const activityAction = activityActionLabel(typeVariant, type, stateSubtype, t);
    let activityText = `${actor} ${activityAction}`.trim();
    if (timeLabel) {
      activityText += ` ${t('on')} ${timeLabel}`;
    }
    if (showTicketNo && ticketNo) {
      activityText += ` · ${t('Ticket')} ${ticketNo}`;
    }

    html += `<li class="helpdesk-chat-row helpdesk-chat-row--activity" data-variant="${esc(typeVariant)}">`;
    html += `<div class="helpdesk-chat-activity" data-variant="${esc(typeVariant)}"><span class="helpdesk-chat-activity-pill">${esc(activityText)}</span></div>`;
    html += '</li>';
  }
  html += '</ol>';

  return html;
}