tinker_tickets/create_ticket_api.php

<?php
header('Content-Type: application/json');

error_reporting(E_ALL);
ini_set('display_errors', 0);

// Load environment variables with error check
$envFile = __DIR__ . '/.env';
if (!file_exists($envFile)) {
    echo json_encode([
        'success' => false,
        'error' => 'Configuration file not found'
    ]);
    exit;
}

$envVars = parse_ini_file($envFile, false, INI_SCANNER_TYPED);
if (!$envVars) {
    echo json_encode([
        'success' => false,
        'error' => 'Invalid configuration file'
    ]);
    exit;
}

// Strip quotes from values if present (parse_ini_file may include them)
foreach ($envVars as $key => $value) {
    if (is_string($value)) {
        if ((substr($value, 0, 1) === '"' && substr($value, -1) === '"') ||
            (substr($value, 0, 1) === "'" && substr($value, -1) === "'")) {
            $envVars[$key] = substr($value, 1, -1);
        }
    }
}

// Database connection with detailed error handling
$conn = new mysqli(
    $envVars['DB_HOST'],
    $envVars['DB_USER'],
    $envVars['DB_PASS'],
    $envVars['DB_NAME']
);

if ($conn->connect_error) {
    echo json_encode([
        'success' => false,
        'error' => 'Database connection failed: ' . $conn->connect_error
    ]);
    exit;
}

// Load application config so UrlHelper can resolve APP_DOMAIN
require_once __DIR__ . '/config/config.php';

// Authenticate via API key
require_once __DIR__ . '/middleware/ApiKeyAuth.php';
require_once __DIR__ . '/models/AuditLogModel.php';
require_once __DIR__ . '/helpers/UrlHelper.php';

$apiKeyAuth = new ApiKeyAuth($conn);

try {
    $systemUser = $apiKeyAuth->authenticate();
} catch (Exception $e) {
    // Authentication failed - ApiKeyAuth already sent the response
    exit;
}

$userId = $systemUser['user_id'];

// Create tickets table with hash column if not exists
$createTableSQL = "CREATE TABLE IF NOT EXISTS tickets (
    id INT AUTO_INCREMENT PRIMARY KEY,
    ticket_id VARCHAR(9) NOT NULL,
    title VARCHAR(255) NOT NULL,
    hash VARCHAR(64) NOT NULL,
    created_at TIMESTAMP DEFAULT CURRENT_TIMESTAMP,
    UNIQUE KEY unique_hash (hash)
)";

$conn->query($createTableSQL);

// Parse input regardless of content-type header
$rawInput = file_get_contents('php://input');
$data = json_decode($rawInput, true);

// Validate required fields before any processing
if (!is_array($data) || empty($data['title'])) {
    // Try URL-encoded fallback
    if (empty($data['title'])) {
        parse_str($rawInput, $urlData);
        if (!empty($urlData['title'])) {
            $data = $urlData;
        }
    }
    if (!is_array($data) || empty($data['title'])) {
        http_response_code(400);
        echo json_encode(['success' => false, 'error' => 'title is required']);
        exit;
    }
}

// Generate hash from stable components
function generateTicketHash($data) {
    $title = (string)($data['title'] ?? '');

    // Prefer explicit serial from payload; fall back to extracting device path from title
    // for backwards compatibility with older hwmonDaemon versions.
    $serial = isset($data['serial']) && $data['serial'] !== null && $data['serial'] !== ''
        ? (string)$data['serial']
        : null;

    // Extract device name if present (matches /dev/sdX, /dev/nvmeXnY patterns)
    preg_match('/\/dev\/(sd[a-z]+|nvme\d+n\d+)/', $title, $deviceMatches);
    $isDriveTicket = !empty($deviceMatches) || $serial !== null;

    // Extract first bracketed tag as hostname/source
    preg_match('/^\[([^\]]+)\]/', $title, $hostMatches);
    $hostname = $hostMatches[1] ?? '';

    // Detect issue category and optional sub-type
    $issueCategory = '';
    $issueSubtype  = '';
    $isClusterWide = false;

    if (stripos($title, 'SMART issues') !== false) {
        $issueCategory = 'smart';
    } elseif (stripos($title, 'LXC') !== false || stripos($title, 'storage usage') !== false) {
        $issueCategory = 'storage';
        // Include the LXC container ID so each container gets its own ticket
        if (preg_match('/LXC\s+(\d+)/i', $title, $lxcMatch)) {
            $issueSubtype = 'lxc_' . $lxcMatch[1];
        }
    } elseif (stripos($title, 'memory') !== false) {
        $issueCategory = 'memory';
    } elseif (stripos($title, 'cpu') !== false) {
        $issueCategory = 'cpu';
    } elseif (stripos($title, 'network') !== false) {
        $issueCategory = 'network';
    } elseif (stripos($title, 'Ceph') !== false || stripos($title, '[ceph]') !== false) {
        $issueCategory = 'ceph';
        if (stripos($title, '[cluster-wide]') !== false ||
            stripos($title, 'HEALTH_ERR') !== false ||
            stripos($title, 'HEALTH_WARN') !== false ||
            stripos($title, 'cluster usage') !== false) {
            $isClusterWide = true;
        }
        // Normalize the specific Ceph warning type so different warnings get distinct tickets
        if (stripos($title, 'slow') !== false && stripos($title, 'BlueStore') !== false) {
            $issueSubtype = 'bluestore_slow';
        } elseif (stripos($title, 'clock skew') !== false) {
            $issueSubtype = 'clock_skew';
        } elseif (stripos($title, 'cluster usage') !== false) {
            $issueSubtype = 'usage';
        } elseif (stripos($title, 'OSD down') !== false) {
            $issueSubtype = 'osd_down';
        } elseif (stripos($title, 'HEALTH_ERR') !== false) {
            $issueSubtype = 'health_err';
        }
    }

    // Build stable components
    $stableComponents = [
        'issue_category' => $issueCategory,
        'issue_subtype'  => $issueSubtype,
        'environment_tags' => array_values(array_filter(
            explode('][', $title),
            fn($tag) => in_array($tag, ['production', 'development', 'staging', 'single-node', 'cluster-wide'])
        )),
    ];

    // Include hostname for node-specific issues
    if (!$isClusterWide) {
        $stableComponents['hostname'] = $hostname;
    }

    // Include drive identifier for drive-specific tickets.
    // Use serial when available (stable across reboots/reshuffles); fall back to
    // device path for tickets created before serial was added to the payload.
    if ($isDriveTicket) {
        $stableComponents['drive'] = $serial ?? ($deviceMatches[0] ?? '');
    }

    sort($stableComponents['environment_tags']);

    return hash('sha256', json_encode($stableComponents, JSON_UNESCAPED_SLASHES));
}

// Shared ticket data
$title       = (string)($data['title']       ?? '');
$description = (string)($data['description'] ?? '');
$status      = (string)($data['status']      ?? 'Open');
$priority    = $data['priority'] ?? '4';
$category    = (string)($data['category']    ?? 'General');
$type        = (string)($data['type']        ?? 'Issue');

$ticketHash = generateTicketHash($data);
$auditLog   = new AuditLogModel($conn);

// Look up any existing ticket with this hash (open OR closed)
$checkStmt = $conn->prepare("SELECT ticket_id, status, title, priority FROM tickets WHERE hash = ? ORDER BY created_at DESC LIMIT 1");
$checkStmt->bind_param("s", $ticketHash);
$checkStmt->execute();
$existing = $checkStmt->get_result()->fetch_assoc();
$checkStmt->close();

if ($existing) {
    $existingId       = $existing['ticket_id'];
    $existingStatus   = $existing['status'];
    $existingTitle    = $existing['title'];
    $existingPriority = (int)$existing['priority'];
    $newPriority      = (int)$priority;

    if ($existingStatus !== 'Closed') {
        // Ticket is still active — update title and escalate priority if the new
        // report is more severe (lower number = higher severity).
        $changes   = [];
        $updateSql = "UPDATE tickets SET updated_at = NOW(), updated_by = ?";
        $bindTypes = "i";
        $bindVals  = [$userId];

        if ($title !== $existingTitle) {
            $updateSql .= ", title = ?";
            $bindTypes .= "s";
            $bindVals[] = $title;
            $changes['title'] = ['from' => $existingTitle, 'to' => $title];
        }

        if ($newPriority < $existingPriority) {
            $updateSql .= ", priority = ?";
            $bindTypes .= "i";
            $bindVals[] = $newPriority;
            $changes['priority'] = ['from' => $existingPriority, 'to' => $newPriority];
        }

        if (!empty($changes)) {
            $updateSql .= " WHERE ticket_id = ?";
            $bindTypes .= "s";
            $bindVals[] = $existingId;

            $updStmt = $conn->prepare($updateSql);
            $updStmt->bind_param($bindTypes, ...$bindVals);
            $updStmt->execute();
            $updStmt->close();

            // Comment summarising what changed
            $changeLines = [];
            if (isset($changes['title'])) {
                $changeLines[] = "- **Title updated** to reflect current issue";
            }
            if (isset($changes['priority'])) {
                $changeLines[] = "- **Priority escalated** from P{$changes['priority']['from']} to P{$changes['priority']['to']}";
            }
            $commentText = "**hwmonDaemon reported a worsened condition — ticket updated automatically.**\n\n" .
                           implode("\n", $changeLines) . "\n\nLatest report:\n\n" . $description;
            $commentStmt = $conn->prepare(
                "INSERT INTO ticket_comments (ticket_id, user_id, user_name, comment_text, markdown_enabled) VALUES (?, ?, 'hwmonDaemon', ?, 1)"
            );
            $commentStmt->bind_param("sis", $existingId, $userId, $commentText);
            $commentStmt->execute();
            $commentStmt->close();

            $auditLog->log($userId, 'update', 'ticket', $existingId, array_merge(
                $changes,
                ['reason' => 'auto-updated by hwmonDaemon (condition worsened)']
            ));

            require_once __DIR__ . '/helpers/NotificationHelper.php';
            NotificationHelper::sendTicketNotification($existingId, [
                'title'    => $title,
                'priority' => $newPriority < $existingPriority ? $newPriority : $existingPriority,
                'category' => $category,
                'type'     => $type,
                'status'   => $existingStatus,
            ], 'automated');
        }

        $conn->close();
        echo json_encode([
            'success'            => true,
            'ticket_id'          => $existingId,
            'message'            => empty($changes) ? 'Duplicate — no change' : 'Existing ticket updated',
            'action'             => empty($changes) ? 'deduplicated' : 'updated',
            'changes'            => $changes,
        ]);
        exit;
    }

    // Ticket was closed — reopen it and add a recurrence comment
    $reopenStmt = $conn->prepare(
        "UPDATE tickets SET status = 'Open', closed_at = NULL, updated_at = NOW(), updated_by = ? WHERE ticket_id = ?"
    );
    $reopenStmt->bind_param("is", $userId, $existingId);
    $reopenStmt->execute();
    $reopenStmt->close();

    $commentText = "**Issue recurred — ticket reopened automatically.**\n\n" .
                   "New report received from hwmonDaemon:\n\n" . $description;
    $commentStmt = $conn->prepare(
        "INSERT INTO ticket_comments (ticket_id, user_id, user_name, comment_text, markdown_enabled) VALUES (?, ?, 'hwmonDaemon', ?, 1)"
    );
    $commentStmt->bind_param("sis", $existingId, $userId, $commentText);
    $commentStmt->execute();
    $commentStmt->close();

    $auditLog->log($userId, 'update', 'ticket', $existingId, [
        'status' => ['from' => 'Closed', 'to' => 'Open'],
        'reason' => 'auto-reopened by hwmonDaemon (issue recurred)',
    ]);

    $conn->close();

    require_once __DIR__ . '/helpers/NotificationHelper.php';
    NotificationHelper::sendTicketNotification($existingId, [
        'title'    => $title,
        'priority' => $priority,
        'category' => $category,
        'type'     => $type,
        'status'   => 'Open',
    ], 'automated');

    echo json_encode([
        'success'   => true,
        'ticket_id' => $existingId,
        'message'   => 'Existing closed ticket reopened',
        'action'    => 'reopened',
    ]);
    exit;
}

// No existing ticket — create a new one
$ticket_id = sprintf('%09d', mt_rand(1, 999999999));
$insertStmt = $conn->prepare(
    "INSERT INTO tickets (ticket_id, title, description, status, priority, category, type, hash, created_by)
     VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?)"
);
$insertStmt->bind_param("ssssssssi",
    $ticket_id, $title, $description, $status, $priority, $category, $type, $ticketHash, $userId
);

try {
    $inserted = $insertStmt->execute();
} catch (mysqli_sql_exception $e) {
    $insertStmt->close();
    if ($e->getCode() === 1062) {
        // Race condition: another node inserted the same hash between our SELECT and INSERT
        echo json_encode(['success' => false, 'error' => 'Duplicate ticket']);
    } else {
        echo json_encode(['success' => false, 'error' => $e->getMessage()]);
    }
    exit;
}
$insertStmt->close();

if ($inserted) {
    $auditLog->logTicketCreate($userId, $ticket_id, [
        'title'    => $title,
        'priority' => $priority,
        'category' => $category,
        'type'     => $type,
    ]);

    $conn->close();

    require_once __DIR__ . '/helpers/NotificationHelper.php';
    NotificationHelper::sendTicketNotification($ticket_id, [
        'title'    => $title,
        'priority' => $priority,
        'category' => $category,
        'type'     => $type,
        'status'   => $status,
    ], 'automated');

    echo json_encode([
        'success'    => true,
        'ticket_id'  => $ticket_id,
        'message'    => 'Ticket created successfully',
    ]);
} else {
    echo json_encode(['success' => false, 'error' => $conn->error]);
}