feat: inicializacion de Help Desk segun estandar Telcotronics con bitacora de errores e integracion MCP

2026-10-16 23:29:32 -05:00
commit 0f2708462e
54 changed files with 7590 additions and 0 deletions
@@ -0,0 +1,106 @@
+const express = require('express');
+const router = express.Router();
+const { isAgent } = require('../middleware/auth');
+const Ticket = require('../models/Ticket');
+const Department = require('../models/Department');
+
+router.get('/dashboard', isAgent, async (req, res) => {
+    try {
+        let tickets;
+        if (['superadmin', 'admin'].includes(req.session.user.rol)) {
+            tickets = await Ticket.findAll(req.session.user.company_id);
+        } else {
+            tickets = await Ticket.findByAgent(req.session.user.company_id, req.session.user.id);
+        }
+        const stats = await Ticket.countByStatus(req.session.user.company_id);
+        const departments = await Department.findAll(req.session.user.company_id);
+        res.render('agent/dashboard', { tickets, stats, departments });
+    } catch (error) {
+        console.error(error);
+        req.flash('error_msg', 'Error al cargar dashboard');
+        res.redirect('/');
+    }
+});
+
+router.get('/ticket/:id', isAgent, async (req, res) => {
+    try {
+        const ticket = await Ticket.findById(req.params.id);
+        if (!ticket) {
+            req.flash('error_msg', 'Ticket no encontrado');
+            return res.redirect('/agent/dashboard');
+        }
+        if (ticket.company_id !== req.session.user.company_id && req.session.user.rol !== 'superadmin') {
+            req.flash('error_msg', 'Acceso denegado');
+            return res.redirect('/agent/dashboard');
+        }
+        const respuestas = await Ticket.getResponses(req.params.id);
+        let agents = [];
+        if (['superadmin', 'admin'].includes(req.session.user.rol)) {
+            const User = require('../models/User');
+            const allUsers = await User.findAll(req.session.user.company_id);
+            agents = allUsers.filter(u => u.rol === 'agent');
+        }
+        res.render('agent/view-ticket', { ticket, respuestas, agents });
+    } catch (error) {
+        console.error(error);
+        req.flash('error_msg', 'Error al cargar ticket');
+        res.redirect('/agent/dashboard');
+    }
+});
+
+router.post('/ticket/:id/respond', isAgent, async (req, res) => {
+    const { mensaje } = req.body;
+    if (!mensaje) {
+        req.flash('error_msg', 'El mensaje es obligatorio');
+        return res.redirect(`/agent/ticket/${req.params.id}`);
+    }
+    try {
+        await Ticket.addResponse(req.params.id, req.session.user.id, mensaje);
+        req.flash('success_msg', 'Respuesta enviada');
+        res.redirect(`/agent/ticket/${req.params.id}`);
+    } catch (error) {
+        console.error(error);
+        req.flash('error_msg', 'Error al enviar respuesta');
+        res.redirect(`/agent/ticket/${req.params.id}`);
+    }
+});
+
+router.post('/ticket/:id/status', isAgent, async (req, res) => {
+    const { status, assigned_to } = req.body;
+    try {
+        const data = {};
+        if (status) data.status = status;
+        if (assigned_to && ['superadmin', 'admin'].includes(req.session.user.rol)) {
+            data.assigned_to = assigned_to;
+        }
+        await Ticket.update(req.params.id, data);
+        req.flash('success_msg', 'Ticket actualizado');
+        res.redirect(`/agent/ticket/${req.params.id}`);
+    } catch (error) {
+        console.error(error);
+        req.flash('error_msg', 'Error al actualizar ticket');
+        res.redirect(`/agent/ticket/${req.params.id}`);
+    }
+});
+
+router.post('/ticket/:id/assign', isAgent, async (req, res) => {
+    if (!['superadmin', 'admin'].includes(req.session.user.rol)) {
+        req.flash('error_msg', 'Acceso denegado');
+        return res.redirect('/agent/dashboard');
+    }
+    const { assigned_to } = req.body;
+    try {
+        await Ticket.update(req.params.id, { assigned_to: assigned_to || null });
+        if (assigned_to) {
+            await Ticket.update(req.params.id, { status: 'en_progreso' });
+        }
+        req.flash('success_msg', 'Ticket asignado');
+        res.redirect(`/agent/ticket/${req.params.id}`);
+    } catch (error) {
+        console.error(error);
+        req.flash('error_msg', 'Error al asignar ticket');
+        res.redirect(`/agent/ticket/${req.params.id}`);
+    }
+});
+
+module.exports = router;