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

/**
 * Team workload dashboard.
 * Current tab: per-agent widget with section title + ticket table.
 * Performance tab: compact agent rows with resolved counts.
 */

const container = document.querySelector('.app-details-container[data-team-workload-url]');
if (container) {
  const dataUrl = container.dataset.teamWorkloadUrl;
  const labelQueue = container.dataset.labelQueue || 'Queue';
  const labelTickets = container.dataset.labelTickets || 'Tickets';
  const labelCritical = container.dataset.labelCritical || 'Critical (>48h open)';
  const ticketBaseUrl = container.dataset.ticketBaseUrl || '';
  const debitorBaseUrl = container.dataset.debitorBaseUrl || '';

  const elLoading = document.getElementById('team-loading');
  const elError = document.getElementById('team-error');
  const elEmpty = document.getElementById('team-empty');
  const elContent = document.getElementById('team-content');
  const elCurrentCards = document.getElementById('team-current-cards');
  const elPerformanceCards = document.getElementById('team-performance-cards');
  const elRefresh = container.querySelector('button[name="team-refresh"]');
  const periodSelector = document.getElementById('team-period-selector');

  let currentPeriod = 90;

  function showState(state) {
    if (elLoading) elLoading.hidden = state !== 'loading';
    if (elError) elError.hidden = state !== 'error';
    if (elEmpty) elEmpty.hidden = state !== 'empty';
    if (elContent) elContent.hidden = state !== 'success';
  }

  function h(tag, cls, text) {
    const e = document.createElement(tag);
    if (cls) e.className = cls;
    if (text !== undefined) e.textContent = text;
    return e;
  }

  function initials(name) {
    const parts = name.trim().split(/\s+/);
    if (parts.length >= 2) return (parts[0][0] + parts[parts.length - 1][0]).toUpperCase();
    return name.substring(0, 2).toUpperCase();
  }

  function formatAge(hours) {
    if (hours < 24) return hours + 'h';
    return Math.floor(hours / 24) + 'd';
  }

  function formatDate(isoString) {
    if (!isoString) return '—';
    const d = new Date(isoString);
    if (isNaN(d.getTime())) return '—';
    return d.toLocaleDateString(undefined, { day: '2-digit', month: '2-digit', year: 'numeric' });
  }

  function formatDateTime(isoString) {
    if (!isoString) return '—';
    const d = new Date(isoString);
    if (isNaN(d.getTime())) return '—';
    return d.toLocaleDateString(undefined, { day: '2-digit', month: '2-digit', year: 'numeric' });
  }

  /**
   * Build a ticket table row: No (link) | Customer (link) | Description | Last activity
   */
  function buildTicketRow(t) {
    const tr = h('tr', t.critical ? 'helpdesk-team-ticket-critical' : '');

    // Ticket number as link
    const noCell = h('td', 'helpdesk-team-ticket-no');
    if (ticketBaseUrl && t.no) {
      const a = h('a', '', t.no);
      a.href = ticketBaseUrl + encodeURIComponent(t.no);
      noCell.appendChild(a);
    } else {
      noCell.textContent = t.no || '—';
    }
    tr.appendChild(noCell);

    // Customer name (link to debitor when customer_no available)
    const customerCell = h('td', 'helpdesk-team-ticket-customer');
    const customerDisplay = t.customer_name || t.customer_no || '—';
    if (debitorBaseUrl && t.customer_no) {
      const a = h('a', '', customerDisplay);
      a.href = debitorBaseUrl + encodeURIComponent(t.customer_no);
      customerCell.appendChild(a);
    } else {
      customerCell.textContent = customerDisplay;
    }
    tr.appendChild(customerCell);

    // Description (ellipsis)
    tr.appendChild(h('td', 'helpdesk-team-ticket-desc', t.description || '—'));

    // Category
    tr.appendChild(h('td', '', t.category || '—'));

    // Last activity date
    tr.appendChild(h('td', 'helpdesk-team-ticket-date', formatDateTime(t.last_activity)));

    return tr;
  }

  /**
   * Build a section widget for one agent — mirrors debitor dashboard section pattern.
   */
  function buildAgentWidget(m, isQueue) {
    const section = h('section', 'helpdesk-team-widget');

    // Section title: "MM  Name   (count)" with line — same as helpdesk-support-section-title
    const title = h('h3', 'helpdesk-support-section-title');
    const name = isQueue ? labelQueue : m.display_name;
    const count = String(m.open_tickets);

    if (!isQueue) {
      const avatar = h('span', 'helpdesk-team-avatar-inline', initials(m.display_name));
      title.appendChild(avatar);
    }
    title.appendChild(document.createTextNode(name));

    title.appendChild(h('span', 'helpdesk-team-title-count', count));
    section.appendChild(title);

    // Ticket table
    const tickets = m.open_ticket_details || [];
    if (tickets.length > 0) {
      const table = h('table', 'helpdesk-team-ticket-table');

      // Colgroup for consistent column widths across all agent cards
      const colgroup = document.createElement('colgroup');
      colgroup.appendChild(h('col', 'helpdesk-team-col-ticket'));
      colgroup.appendChild(h('col', 'helpdesk-team-col-customer'));
      colgroup.appendChild(h('col', 'helpdesk-team-col-description'));
      colgroup.appendChild(h('col', 'helpdesk-team-col-category'));
      colgroup.appendChild(h('col', 'helpdesk-team-col-activity'));
      table.appendChild(colgroup);

      const thead = h('thead');
      const headRow = h('tr');
      headRow.appendChild(h('th', '', container.dataset.labelTicket || 'Ticket'));
      headRow.appendChild(h('th', '', container.dataset.labelCustomer || 'Customer'));
      headRow.appendChild(h('th', '', container.dataset.labelDescription || 'Description'));
      headRow.appendChild(h('th', '', container.dataset.labelCategory || 'Category'));
      headRow.appendChild(h('th', '', container.dataset.labelLastActivity || 'Last activity'));
      thead.appendChild(headRow);
      table.appendChild(thead);

      const tbody = h('tbody');
      for (const t of tickets) tbody.appendChild(buildTicketRow(t));
      table.appendChild(tbody);
      const scrollWrap = h('div', 'helpdesk-team-table-scroll');
      scrollWrap.appendChild(table);
      section.appendChild(scrollWrap);
    }

    return section;
  }

  function formatResolution(hours) {
    if (hours === null || hours === undefined) return '—';
    if (hours < 1) return '< 1h';
    if (hours < 24) return hours + 'h';
    const d = Math.floor(hours / 24);
    const remainder = hours % 24;
    return remainder > 0 ? d + 'd ' + remainder + 'h' : d + 'd';
  }

  /**
   * Build a small ranked list (top customers / top categories).
   */
  function buildRankedList(items, label) {
    if (!items || items.length === 0) return null;

    const wrap = h('div', 'helpdesk-team-perf-stat');
    wrap.appendChild(h('span', 'helpdesk-team-perf-stat-label', label));

    const list = h('ol', 'helpdesk-team-perf-ranked');
    for (const item of items) {
      const li = h('li');
      li.appendChild(h('span', 'helpdesk-team-perf-ranked-name', item.name));
      li.appendChild(h('span', 'helpdesk-team-perf-ranked-count', String(item.count)));
      list.appendChild(li);
    }
    wrap.appendChild(list);
    return wrap;
  }

  /**
   * Build a performance widget for one agent — card with insights.
   */
  function buildPerformanceWidget(m) {
    const section = h('section', 'helpdesk-team-widget');
    const perf = m.performance || {};

    // Header: avatar + name + resolved count
    const title = h('h3', 'helpdesk-support-section-title');
    if (m.support_user !== '') {
      title.appendChild(h('span', 'helpdesk-team-avatar-inline', initials(m.display_name)));
    }
    title.appendChild(document.createTextNode(m.support_user === '' ? labelQueue : m.display_name));
    title.appendChild(h('span', 'helpdesk-team-title-count', String(m.resolved_in_period)));
    section.appendChild(title);

    // Stats grid
    const grid = h('div', 'helpdesk-team-perf-grid');

    // Resolution time as ranked list (same pattern as top customers/categories)
    const timeStats = h('div', 'helpdesk-team-perf-stat');
    timeStats.appendChild(h('span', 'helpdesk-team-perf-stat-label', container.dataset.labelResolutionTime || 'Resolution time'));

    const timeList = h('ol', 'helpdesk-team-perf-ranked helpdesk-team-perf-ranked-plain');
    const timeItems = [
      ['Ø', formatResolution(perf.avg_resolution_hours)],
      ['Min', formatResolution(perf.min_resolution_hours)],
      ['Max', formatResolution(perf.max_resolution_hours)],
    ];
    for (const [label, value] of timeItems) {
      const li = h('li');
      li.appendChild(h('span', 'helpdesk-team-perf-ranked-name', label));
      li.appendChild(h('span', 'helpdesk-team-perf-ranked-count', value));
      timeList.appendChild(li);
    }
    timeStats.appendChild(timeList);
    grid.appendChild(timeStats);

    // Top customers
    const customersEl = buildRankedList(perf.top_customers, container.dataset.labelTopCustomers || 'Top customers');
    if (customersEl) grid.appendChild(customersEl);

    // Top categories
    const categoriesEl = buildRankedList(perf.top_categories, container.dataset.labelTopCategories || 'Top categories');
    if (categoriesEl) grid.appendChild(categoriesEl);

    section.appendChild(grid);
    return section;
  }

  function renderCurrentTab(members) {
    if (!elCurrentCards) return;
    elCurrentCards.replaceChildren();

    const queue = members.find(m => m.support_user === '' && m.open_tickets > 0);
    const agents = members.filter(m => m.support_user !== '' && (m.open_tickets > 0 || m.critical_tickets > 0));

    if (queue) elCurrentCards.appendChild(buildAgentWidget(queue, true));
    for (const m of agents) elCurrentCards.appendChild(buildAgentWidget(m, false));

    // Legend
    const hasCritical = members.some(m => m.critical_tickets > 0);
    if (hasCritical) {
      const legend = h('div', 'helpdesk-team-legend');
      const item = h('span', 'helpdesk-team-legend-item');
      item.appendChild(h('span', 'helpdesk-team-legend-dot helpdesk-team-legend-dot-warning'));
      item.appendChild(h('span', '', labelCritical));
      legend.appendChild(item);
      elCurrentCards.appendChild(legend);
    }
  }

  function renderPerformanceTab(members) {
    if (!elPerformanceCards) return;
    elPerformanceCards.replaceChildren();

    const sorted = [...members]
      .filter(m => m.resolved_in_period > 0)
      .sort((a, b) => {
        if (a.support_user === '') return 1;
        if (b.support_user === '') return -1;
        return b.resolved_in_period - a.resolved_in_period;
      });

    for (const m of sorted) elPerformanceCards.appendChild(buildPerformanceWidget(m));
  }

  async function fetchData(refresh = false) {
    showState('loading');

    const params = new URLSearchParams({ periodDays: String(currentPeriod) });
    if (refresh) params.set('refresh', '1');

    try {
      const res = await fetch(dataUrl + '?' + params.toString(), { credentials: 'same-origin' });
      const json = await res.json();

      if (!json.ok) {
        console.error('[helpdesk-team] API error:', json.error || json);
        if (elError) {
          const p = elError.querySelector('p');
          if (p && json.error) p.textContent = json.error;
        }
        showState('error');
        return;
      }
      if (!json.members || json.members.length === 0) { showState('empty'); return; }

      renderCurrentTab(json.members);
      renderPerformanceTab(json.members);
      showState('success');
    } catch (err) {
      console.error('[helpdesk-team]', err);
      showState('error');
    }
  }

  if (periodSelector) {
    periodSelector.addEventListener('change', (e) => {
      const radio = e.target.closest('input[name="team-period"]');
      if (!radio) return;
      const period = parseInt(radio.value, 10);
      if (!period || period === currentPeriod) return;
      currentPeriod = period;
      fetchData();
    });
  }

  if (elRefresh) {
    elRefresh.addEventListener('click', () => fetchData(true));
  }

  fetchData();
}