central-ticketing/src/Http/Controllers/TicketController.php

<?php

namespace Dashboard\Ticketing\Http\Controllers;

use App\Models\Setting;
use Dashboard\Ticketing\Models\PriorityLevel;
use Dashboard\Ticketing\Models\Ticket;
use Dashboard\Ticketing\Models\TicketAttachment;
use Dashboard\Ticketing\Models\TicketingAgentAccess;
use Dashboard\Ticketing\Models\TicketingGroup;
use Dashboard\Ticketing\Models\TicketingProject;
use Dashboard\Ticketing\Models\TicketMessage;
use Dashboard\Ticketing\Models\TicketParticipant;
use Dashboard\Ticketing\Models\TicketStatus;
use Dashboard\Ticketing\Models\TicketView;
use Dashboard\Ticketing\Support\MergedTicketRepair;
use Illuminate\Http\Request;
use Illuminate\Routing\Controller;
use Illuminate\Support\Facades\Auth;
use Illuminate\Support\Facades\DB;
use Illuminate\Validation\Rule;
use Inertia\Inertia;
use Inertia\Response;

class TicketController extends Controller
{
    private function agentGroupIds(): array
    {
        return TicketingAgentAccess::where('user_id', Auth::id())
            ->pluck('group_id')
            ->toArray();
    }

    private function isAgent(int $groupId = null): bool
    {
        $query = TicketingAgentAccess::where('user_id', Auth::id());
        if ($groupId) {
            $query->where('group_id', $groupId);
        }
        return $query->exists();
    }

    private function isManager(int $groupId): bool
    {
        return TicketingAgentAccess::where('user_id', Auth::id())
            ->where('group_id', $groupId)
            ->where('role', 'manager')
            ->exists();
    }

    /**
     * REFUSE A WRITE TO A MERGED TICKET — [central-ticketing] #920.
     *
     * The Show page has always announced "This ticket has been merged and is
     * read-only." and hidden the reply composer and the Merge button. Nothing
     * enforced it: the Edit form was still linked, still rendered (with its Status
     * select blank, because `merged` is not one of its options), and `update()`
     * happily wrote `status = open` while leaving `merged_into_id` pointing at the
     * target. That produced a ticket that was live and assignable in the All Open
     * queue and simultaneously merged into another one, with none of its own
     * messages — an empty duplicate of the ticket it had been folded into.
     *
     * So the check lives HERE, on the server, once, and every write path that the
     * page presents as unavailable calls it. Returning a refusal rather than
     * `abort(403)` on purpose: the realistic way to arrive here is a page that was
     * already open when somebody else merged the ticket, and that operator is
     * better served by the reason on the ticket than by an error screen.
     * `FormErrors` renders any key it is handed, so the sentence shows up.
     *
     * @return \Illuminate\Http\RedirectResponse|null  null when the write may proceed
     */
    private function refuseIfMerged(Ticket $ticket, bool $stayPut = false)
    {
        if (! $ticket->isMerged()) {
            return null;
        }

        $errors = ['ticket' => Ticket::READ_ONLY_REASON];

        return $stayPut
            ? back()->withErrors($errors)
            : redirect()->route('ticketing.show', $ticket)->withErrors($errors);
    }

    /**
     * Filter messages for submitters — strip internal notes.
     */
    private function filterMessagesForRole($messages, bool $isAgent)
    {
        if ($isAgent) {
            return $messages;
        }
        return $messages->filter(fn($m) => !$m->is_internal)->values();
    }

    private function loadUserPrefs(): array
    {
        $raw = Setting::get('ticketing.pref.' . Auth::id(), '{}');
        $decoded = json_decode($raw, true);
        return is_array($decoded) ? $decoded : [];
    }

    public function index(Request $request): Response
    {
        $user = Auth::user();
        $agentGroupIds = $this->agentGroupIds();
        $isAgent = count($agentGroupIds) > 0;

        // Merge saved prefs as defaults — URL params always win
        $pref = $this->loadUserPrefs();
        if (! $request->filled('filter') && ! empty($pref['filter'])) {
            $request->merge(['filter' => $pref['filter']]);
        }

        // If no groups exist at all, render a first-run / bootstrap state
        $totalGroups = TicketingGroup::count();
        if ($totalGroups === 0) {
            return Inertia::render('Ticketing/Index', [
                'tickets'        => ['data' => [], 'total' => 0, 'per_page' => 20, 'current_page' => 1, 'last_page' => 1],
                'groups'         => [],
                'priorities'     => [],
                'projects'       => [],
                'ticketStatuses' => TicketStatus::orderBy('sort_order')->get(),
                'isAgent'        => $isAgent,
                'filters'        => [],
                'ticketDetail'   => null,
                'detailAgents'   => [],
                'viewCounts'     => ['all' => 0, 'mine' => 0, 'unassigned' => 0, 'pending' => 0, 'resolved' => 0],
                'isBootstrap'    => true,
                'userPrefs'      => ['view_mode' => 'list', 'filter' => 'all'],
            ]);
        }

        $closedSlugs = TicketStatus::where('is_closed', true)->pluck('slug')->toArray();

        $baseQuery = Ticket::query();

        if ($isAgent) {
            $baseQuery->whereIn('group_id', $agentGroupIds);
        } else {
            $baseQuery->where('submitter_id', $user->id);
        }

        $viewCounts = $isAgent
            ? [
                'all' => (clone $baseQuery)->whereNotIn('status', $closedSlugs)->count(),
                'mine' => (clone $baseQuery)->where('assigned_to', $user->id)->whereNotIn('status', $closedSlugs)->count(),
                'unassigned' => (clone $baseQuery)->whereNull('assigned_to')->whereNotIn('status', $closedSlugs)->count(),
                'pending' => (clone $baseQuery)->where('status', 'pending')->count(),
                'resolved' => (clone $baseQuery)->whereIn('status', $closedSlugs)->count(),
                // #938: the pointer, not the status — this view exists to show the
                // rows where the two disagree, so filtering by `status = merged`
                // would hide exactly the ones worth looking at.
                'merged' => (clone $baseQuery)->whereNotNull('merged_into_id')->count(),
                'merged_inconsistent' => (clone $baseQuery)->inconsistentlyMerged()->count(),
            ]
            : [
                'all' => (clone $baseQuery)->count(),
                'mine' => 0,
                'unassigned' => 0,
                'pending' => (clone $baseQuery)->where('status', 'pending')->count(),
                'resolved' => (clone $baseQuery)->whereIn('status', $closedSlugs)->count(),
                'merged' => 0,
                'merged_inconsistent' => 0,
            ];

        $query = Ticket::with(['group', 'priority', 'project']);

        if ($isAgent) {
            $query->whereIn('group_id', $agentGroupIds);

            if ($request->filled('group_id')) {
                $query->where('group_id', $request->group_id);
            }
            if ($request->filled('status')) {
                $query->where('status', $request->status);
            }
            if ($request->filled('priority_id')) {
                $query->where('priority_id', $request->priority_id);
            }
            if ($request->filled('project_id')) {
                $query->where('project_id', $request->project_id);
            }
            if ($request->filter === 'mine') {
                $query->where('assigned_to', $user->id)->whereNotIn('status', ['resolved', 'closed']);
            } elseif ($request->filter === 'unassigned') {
                $query->whereNull('assigned_to')->whereNotIn('status', ['resolved', 'closed']);
            } elseif ($request->filter === 'pending') {
                $query->where('status', 'pending');
            } elseif ($request->filter === 'resolved') {
                $query->whereIn('status', $closedSlugs);
            } elseif ($request->filter === 'merged') {
                // Every ticket that has been folded into another one, whatever its
                // status says — which is what makes this the place the office
                // finds the rows #938 is about. `merged` is a closed slug, so the
                // whereNotIn below would drop the consistent half of the list.
                $query->whereNotNull('merged_into_id');
            } elseif (!$request->filled('status')) {
                $query->whereNotIn('status', $closedSlugs);
            }
        } else {
            $query->where('submitter_id', $user->id);
            if ($request->filled('project_id')) {
                $query->where('project_id', $request->project_id);
            }
            if ($request->filter === 'pending') {
                $query->where('status', 'pending');
            } elseif ($request->filter === 'resolved') {
                $query->whereIn('status', $closedSlugs);
            }
        }

        $tickets = $query->latest()->paginate(30)->withQueryString();

        $userIds = $tickets->pluck('submitter_id')->merge($tickets->pluck('assigned_to'))->filter()->unique();
        $users = DB::table('users')->whereIn('id', $userIds)->get(['id', 'name', 'email'])->keyBy('id');

        $tickets->getCollection()->transform(function ($ticket) use ($users) {
            $ticket->submitter = $users[$ticket->submitter_id] ?? null;
            $ticket->assignee = $ticket->assigned_to ? ($users[$ticket->assigned_to] ?? null) : null;
            return $ticket;
        });

        // Picker data: the group switcher/filter and the detail pane's transfer
        // select both read this, so archived groups are excluded. The tickets
        // themselves are NOT filtered — an archived group's tickets stay in the
        // list and stay workable; Index.vue re-adds the current group to the
        // transfer options when it happens to be archived.
        $groups = TicketingGroup::active()
            ->when($isAgent, fn ($q) => $q->whereIn('id', $agentGroupIds))
            ->get();
        $priorities = PriorityLevel::orderBy('sort_order')->get();
        $projects = TicketingProject::when($isAgent, fn ($q) => $q->whereIn('group_id', $agentGroupIds))
            ->where('status', 'active')
            ->get();

        $projectCounts = (clone $baseQuery)
            ->select('project_id', DB::raw('count(*) as aggregate'))
            ->whereNotNull('project_id')
            ->groupBy('project_id')
            ->pluck('aggregate', 'project_id');

        $projects->transform(function ($project) use ($projectCounts) {
            $project->ticket_count = (int) ($projectCounts[$project->id] ?? 0);
            return $project;
        });

        $ticketDetail = null;
        $detailAgents = [];
        if ($request->filled('detail')) {
            $detailQuery = Ticket::with([
                'group',
                'priority',
                'project',
                'messages.attachments',
                'attachments',
                'views',
            ])->whereKey($request->detail);

            if ($isAgent) {
                $detailQuery->whereIn('group_id', $agentGroupIds);
            } else {
                $detailQuery->where('submitter_id', $user->id);
            }

            $dt = $detailQuery->first();

            if ($dt) {
                $viewUserIds   = $isAgent ? $dt->views->pluck('user_id') : collect();
                $detailUserIds = collect([$dt->submitter_id, $dt->assigned_to])
                    ->merge($dt->messages->pluck('user_id'))
                    ->merge($viewUserIds)
                    ->filter()
                    ->unique();
                $detailUsers = DB::table('users')->whereIn('id', $detailUserIds)->get(['id', 'name', 'email'])->keyBy('id');

                $dt->submitter = $detailUsers[$dt->submitter_id] ?? null;
                $dt->assignee  = $dt->assigned_to ? ($detailUsers[$dt->assigned_to] ?? null) : null;

                // Filter internal notes for non-agents
                $visibleMessages = $this->filterMessagesForRole($dt->messages, $isAgent);
                $visibleMessages->each(function ($msg) use ($detailUsers) {
                    $msg->author = $msg->user_id ? ($detailUsers[$msg->user_id] ?? null) : null;
                });
                $dt->setRelation('messages', $visibleMessages);

                // Augment views with user names (agents only — don't expose to submitters)
                if ($isAgent) {
                    $dt->views->each(fn($v) => $v->user = $detailUsers[$v->user_id] ?? null);
                } else {
                    $dt->setRelation('views', collect());
                }

                $ticketDetail = $dt;

                if ($isAgent) {
                    $agentIds     = TicketingAgentAccess::where('group_id', $dt->group_id)->pluck('user_id');
                    $detailAgents = DB::table('users')->whereIn('id', $agentIds)->get(['id', 'name', 'email']);
                }
            }
        }

        return Inertia::render('Ticketing/Index', [
            'tickets'       => $tickets,
            'groups'        => $groups,
            'priorities'    => $priorities,
            'projects'      => $projects,
            'ticketStatuses' => TicketStatus::orderBy('sort_order')->get(),
            'isAgent'       => $isAgent,
            'filters'       => $request->only(['group_id', 'status', 'priority_id', 'project_id', 'filter', 'detail']),
            'ticketDetail'  => $ticketDetail,
            'detailAgents'  => $detailAgents,
            'viewCounts'    => $viewCounts,
            'isBootstrap'   => false,
            'userPrefs'     => [
                'view_mode' => $pref['view_mode'] ?? 'list',
                'filter'    => $pref['filter']    ?? 'all',
            ],
        ]);
    }

    public function create(): Response
    {
        $user = Auth::user();
        $agentGroupIds = $this->agentGroupIds();
        $isAgent = count($agentGroupIds) > 0;

        // New tickets can only be filed against a live group.
        $groups = TicketingGroup::active()
            ->when($isAgent, fn($q) => $q->whereIn('id', $agentGroupIds))
            ->get();

        // No groups at all? Show first-run state.
        if ($groups->isEmpty() && TicketingGroup::count() === 0) {
            return Inertia::render('Ticketing/Create', [
                'groups' => [],
                'priorities' => [],
                'isBootstrap' => true,
                'isSiteAdmin' => in_array(Auth::user()->role ?? '', ['admin', 'super_admin']),
            ]);
        }

        $priorities = PriorityLevel::orderBy('sort_order')->get();

        return Inertia::render('Ticketing/Create', [
            'groups' => $groups,
            'priorities' => $priorities,
            'isBootstrap' => false,
            'isSiteAdmin' => in_array(Auth::user()->role ?? '', ['admin', 'super_admin']),
        ]);
    }

    public function store(Request $request)
    {
        $validated = $request->validate([
            'title' => 'required|string|max:255',
            'description' => 'required|string',
            // Archived groups are gone from the picker; they must also be
            // unreachable by posting a stale id.
            //
            // `integer` before `exists` is load-bearing, not tidiness: `exists`
            // given an ARRAY checks that every element exists, so `group_id: [14]`
            // sailed through with one valid id and reached the controller as an
            // array. findOrFail() then returned a Collection, ->nextTicketNumber()
            // on it fatalled, and the endpoint 500'd instead of 422ing. Only some
            // array shapes showed it — `['a','b']` was rejected by exists itself,
            // which is why this hid behind a passing validation rule.
            'group_id' => ['required', 'integer', Rule::exists('ticketing_groups', 'id')->whereNull('archived_at')],
            'priority_id' => 'nullable|integer|exists:ticketing_priority_levels,id',
            'due_date' => 'nullable|date',
            'attachments' => 'nullable|array|max:5',
            'attachments.*' => 'file|max:20480',
        ]);

        // Ensure priority belongs to the chosen group (or is global)
        if (!empty($validated['priority_id'])) {
            $priority = PriorityLevel::find($validated['priority_id']);
            if ($priority && $priority->group_id !== null && $priority->group_id != $validated['group_id']) {
                abort(422, 'Priority does not belong to the selected group.');
            }
        }

        $group = TicketingGroup::findOrFail($validated['group_id']);
        $number = $group->nextTicketNumber();

        $ticket = Ticket::create([
            ...collect($validated)->except('attachments')->all(),
            'number' => $number,
            'submitter_id' => Auth::id(),
            'status' => 'open',
        ]);

        if ($request->hasFile('attachments')) {
            $disk = config('ticketing.storage_disk', 'local');
            foreach ($request->file('attachments') as $file) {
                if (!$file->isValid()) continue;
                $path = $file->store('ticketing/attachments/' . $ticket->id, $disk);
                \Dashboard\Ticketing\Models\TicketAttachment::create([
                    'ticket_id' => $ticket->id,
                    'message_id' => null,
                    'filename' => $file->getClientOriginalName(),
                    'path' => $path,
                    'mime_type' => $file->getMimeType(),
                    'size' => $file->getSize(),
                ]);
            }
        }

        return redirect()->route('ticketing.show', $ticket);
    }

    public function show(Ticket $ticket): Response
    {
        $user = Auth::user();
        $isAgent = $this->isAgent($ticket->group_id);
        $isSubmitter = $ticket->submitter_id === $user->id;

        if (!$isAgent && !$isSubmitter) {
            abort(403);
        }

        $ticket->load(['group', 'priority', 'project', 'messages', 'attachments', 'participants']);

        // Bug #2: Filter internal notes for submitters
        $visibleMessages = $this->filterMessagesForRole($ticket->messages, $isAgent);

        $participantUserIds = $ticket->participants->pluck('user_id');
        $userIds = $visibleMessages->pluck('user_id')
            ->merge($participantUserIds)
            ->push($ticket->submitter_id)
            ->push($ticket->assigned_to)
            ->filter()->unique();
        $users = DB::table('users')->whereIn('id', $userIds)->get(['id', 'name', 'email'])->keyBy('id');

        $visibleMessages->each(function ($msg) use ($users) {
            $msg->author = $msg->user_id ? ($users[$msg->user_id] ?? null) : null;
        });

        $ticket->setRelation('messages', $visibleMessages);

        // Attach submitter and assignee info
        $ticket->submitter = $users[$ticket->submitter_id] ?? null;
        $ticket->assignee  = $ticket->assigned_to ? ($users[$ticket->assigned_to] ?? null) : null;

        // Augment participants with user info
        $ticket->participants->each(function ($p) use ($users) {
            $p->user = $users[$p->user_id] ?? null;
        });

        $agents = [];
        if ($isAgent) {
            $agentIds = TicketingAgentAccess::where('group_id', $ticket->group_id)->pluck('user_id');
            $agents = DB::table('users')->whereIn('id', $agentIds)->get(['id', 'name', 'email']);
        }

        $priorities = PriorityLevel::orderBy('sort_order')->get();

        return Inertia::render('Ticketing/Show', [
            'ticket'         => $ticket,
            'isAgent'        => $isAgent,
            'isManager'      => $isAgent && $this->isManager($ticket->group_id),
            'agents'         => $agents,
            'priorities'     => $priorities,
            'ticketStatuses' => TicketStatus::orderBy('sort_order')->get(),
        ]);
    }

    /** @return Response|\Illuminate\Http\RedirectResponse — merged tickets are sent back to Show. */
    public function edit(Ticket $ticket)
    {
        if (!$this->isAgent($ticket->group_id)) {
            abort(403);
        }

        if ($refusal = $this->refuseIfMerged($ticket)) {
            return $refusal;
        }

        $ticket->load(['group', 'priority', 'project']);
        $priorities = PriorityLevel::orderBy('sort_order')->get();
        $agentIds = TicketingAgentAccess::where('group_id', $ticket->group_id)->pluck('user_id');
        $agents = DB::table('users')->whereIn('id', $agentIds)->get(['id', 'name', 'email']);
        $projects = TicketingProject::where('group_id', $ticket->group_id)->get();

        return Inertia::render('Ticketing/Edit', [
            'ticket' => $ticket,
            'priorities' => $priorities,
            'agents' => $agents,
            'projects' => $projects,
            /*
             * The form's Status select used to hard-code five slugs, so any ticket
             * whose status was not one of them — `merged`, or any status added on
             * the Statuses settings tab — rendered with nothing selected and the
             * first save silently rewrote the status to whatever the operator
             * happened to leave showing. Same defect as #920, one layer up: drive
             * the options from the same table `update()` validates against.
             */
            'ticketStatuses' => TicketStatus::where('slug', '!=', Ticket::STATUS_MERGED)
                ->orderBy('sort_order')->get(),
        ]);
    }

    public function update(Request $request, Ticket $ticket)
    {
        if (!$this->isAgent($ticket->group_id)) {
            abort(403);
        }

        if ($refusal = $this->refuseIfMerged($ticket)) {
            return $refusal;
        }

        // Determine effective group (may be changing via a transfer)
        $targetGroupId = $request->filled('group_id')
            ? (int) $request->input('group_id')
            : $ticket->group_id;

        // Valid assignees are agents of the target group
        $validAssigneeIds = TicketingAgentAccess::where('group_id', $targetGroupId)
            ->pluck('user_id')
            ->toArray();

        // Build valid status list from DB (exclude 'merged' — set only by the merge operation)
        $validStatusSlugs = TicketStatus::where('slug', '!=', Ticket::STATUS_MERGED)->pluck('slug')->implode(',');

        $rules = [
            'title'       => 'sometimes|required|string|max:255',
            'description' => 'sometimes|required|string',
            'status'      => "sometimes|in:{$validStatusSlugs}",
            // `integer` guards the same array-through-`exists` hole as store().
            'priority_id' => 'nullable|integer|exists:ticketing_priority_levels,id',
            'due_date'    => 'nullable|date',
            'project_id'  => 'nullable|integer|exists:ticketing_projects,id',
            // A ticket may not be transferred INTO an archived group, but a
            // ticket already sitting in one must still be editable — so its own
            // group id always validates.
            'group_id'    => ['nullable', 'integer', 'exists:ticketing_groups,id',
                function ($attribute, $value, $fail) use ($ticket) {
                    if (! $value || (int) $value === (int) $ticket->group_id) {
                        return;
                    }
                    if (TicketingGroup::whereKey($value)->archived()->exists()) {
                        $fail('That group is archived — choose an active group.');
                    }
                },
            ],
            'assigned_to' => 'nullable|in:' . implode(',', $validAssigneeIds ?: [0]),
        ];

        $validated = $request->validate($rules);

        // Group transfer: requester must be a manager of the target group
        if (!empty($validated['group_id']) && $validated['group_id'] !== $ticket->group_id) {
            if (! $this->isManager((int) $validated['group_id'])) {
                abort(403, 'You must be a manager of the destination group to transfer tickets.');
            }
            // Clear assignee and project if they don't belong to the new group
            $validated['assigned_to'] = null;
            $validated['project_id']  = null;
        } else {
            unset($validated['group_id']); // no-op if unchanged
        }

        // project_id must belong to the effective group
        if (!empty($validated['project_id'])) {
            $project = TicketingProject::find($validated['project_id']);
            if ($project && $project->group_id !== ($validated['group_id'] ?? $ticket->group_id)) {
                abort(422, 'Project does not belong to this ticket\'s group.');
            }
        }

        // Issue #8: capture the previous assignee BEFORE the write, so a genuine
        // hand-off can be told from a save that merely touched other fields.
        $previousAssignee = $ticket->assigned_to;

        $ticket->update($validated);

        $newAssignee = $ticket->assigned_to;
        $handedOver = $newAssignee
            && $newAssignee !== $previousAssignee
            && $newAssignee !== Auth::id();     // assigning to yourself needs no telling

        if ($handedOver) {
            $agent = \App\Models\User::find($newAssignee);

            // The agent, not their address — see TicketingNotifier::deliver().
            // A bare string loses to_user_id and to_name and skips the opt-out.
            if ($agent) {
                \Dashboard\Ticketing\Support\TicketingNotifier::deliver(
                    \Dashboard\Ticketing\Support\TicketingNotifier::ASSIGNED,
                    $agent,
                    "[{$ticket->number}] Assigned to you: {$ticket->title}",
                    '<p>'.e(Auth::user()?->name ?? 'Somebody').' assigned this ticket to you.</p>'
                        .'<p><a href="'.e(route('ticketing.show', $ticket->id)).'">View the ticket</a></p>',
                    $ticket,
                );
            }
        }

        return back()->with('success', 'Ticket updated.');
    }

    /**
     * Record that an agent viewed this ticket (called after 10s of the pane being open).
     * Throttled: at most one record per user per 2 hours per ticket.
     */
    public function recordView(Request $request, Ticket $ticket)
    {
        if (! $this->isAgent($ticket->group_id)) {
            return response()->json(['ok' => false], 403);
        }

        $alreadySeen = TicketView::where('ticket_id', $ticket->id)
            ->where('user_id', Auth::id())
            ->where('viewed_at', '>=', now()->subHours(2))
            ->exists();

        if (! $alreadySeen) {
            TicketView::create([
                'ticket_id' => $ticket->id,
                'user_id'   => Auth::id(),
                'viewed_at' => now(),
            ]);
        }

        return response()->json(['ok' => true]);
    }

    public function savePrefs(Request $request)
    {
        $validated = $request->validate([
            'view_mode' => 'sometimes|in:list,kanban',
            'filter'    => 'sometimes|in:all,mine,unassigned,pending,resolved,merged',
        ]);

        if (empty($validated)) {
            return response()->json(['ok' => false], 422);
        }

        $key     = 'ticketing.pref.' . Auth::id();
        $current = json_decode(Setting::get($key, '{}'), true) ?: [];
        Setting::set($key, json_encode(array_merge($current, $validated)));

        return response()->json(['ok' => true]);
    }

    public function destroy(Ticket $ticket)
    {
        if (!$this->isManager($ticket->group_id)) {
            abort(403);
        }

        $ticket->delete();
        return redirect()->route('ticketing.index');
    }

    /**
     * Merge another ticket INTO this one.
     * The source ticket's messages and attachments move here; source is marked merged.
     */
    public function merge(Request $request, Ticket $ticket)
    {
        if (! $this->isAgent($ticket->group_id)) {
            abort(403);
        }

        $validated = $request->validate([
            'source_number' => 'required|string',
        ]);

        $source = Ticket::where('number', $validated['source_number'])->first();

        if (! $source) {
            return back()->withErrors(['source_number' => 'Ticket not found.']);
        }
        if ($source->id === $ticket->id) {
            return back()->withErrors(['source_number' => 'Cannot merge a ticket into itself.']);
        }
        if ($source->isMerged()) {
            return back()->withErrors(['source_number' => 'That ticket has already been merged.']);
        }
        if (! $this->isAgent($source->group_id)) {
            return back()->withErrors(['source_number' => 'You do not have access to that ticket.']);
        }

        DB::transaction(function () use ($ticket, $source) {
            // Move messages to this ticket
            TicketMessage::where('ticket_id', $source->id)
                ->update(['ticket_id' => $ticket->id]);

            // Move attachments to this ticket
            TicketAttachment::where('ticket_id', $source->id)
                ->update(['ticket_id' => $ticket->id]);

            // Add a system note marking the merge
            TicketMessage::system($ticket, "Merged from ticket {$source->number}.");

            // Add source's submitter as a participant (if not already the submitter of target)
            if ($source->submitter_id !== $ticket->submitter_id) {
                TicketParticipant::firstOrCreate(
                    ['ticket_id' => $ticket->id, 'user_id' => $source->submitter_id],
                    ['added_by'  => Auth::id()]
                );
            }

            // Mark source as merged
            $source->update([
                'status'         => Ticket::STATUS_MERGED,
                'merged_into_id' => $ticket->id,
            ]);
        });

        return redirect()->route('ticketing.show', $ticket)
            ->with('success', "Ticket {$source->number} merged in.");
    }

    /**
     * MARK ONE INCONSISTENT ROW AS MERGED — option B of [central-ticketing] #938.
     *
     * The rows the merge bug minted carry `merged_into_id` while their status
     * says `open`. #920 left them editable ON PURPOSE, so that they could be
     * corrected in the product; this is the correction, and until it existed the
     * only way to make one was to type the right status into the Edit form and
     * know that `merged` was not in the list.
     *
     * Note what it is NOT: it is not `update()` with a status of `merged`, which
     * `refuseIfMerged()` would have to be weakened to allow, and it does not
     * touch messages, participants or any field somebody edited after the merge.
     * It writes one column, on a row that is provably in the broken shape, and
     * it is a no-op on anything else — so a double-click, a stale page and a row
     * a colleague fixed thirty seconds ago all land somewhere harmless.
     */
    public function markMerged(Ticket $ticket)
    {
        if (! $this->isAgent($ticket->group_id)) {
            abort(403);
        }

        if (! $ticket->isInconsistentlyMerged()) {
            // Deliberately not an error: the button is only rendered on a row in
            // the broken shape, so arriving here means somebody else has already
            // fixed it, and being told so is the right answer.
            return redirect()->route('ticketing.show', $ticket)
                ->with('success', 'That ticket is already consistent — nothing to fix.');
        }

        MergedTicketRepair::repair($ticket, 'user '.Auth::id());

        return redirect()->route('ticketing.show', $ticket)
            ->with('success', "Ticket {$ticket->number} is marked merged and is read-only again.");
    }

    /**
     * Split this ticket — create a copy with a new number, same metadata, duplicated messages.
     */
    public function split(Request $request, Ticket $ticket)
    {
        if (! $this->isAgent($ticket->group_id)) {
            abort(403);
        }

        if ($refusal = $this->refuseIfMerged($ticket)) {
            return $refusal;
        }

        $newTicket = DB::transaction(function () use ($ticket) {
            $group  = TicketingGroup::findOrFail($ticket->group_id);
            $number = $group->nextTicketNumber();

            $newTicket = Ticket::create([
                'number'      => $number,
                'group_id'    => $ticket->group_id,
                'submitter_id' => $ticket->submitter_id,
                'assigned_to' => $ticket->assigned_to,
                'project_id'  => $ticket->project_id,
                'title'       => static::splitTitle($ticket->title),
                'description' => $ticket->description,
                'status'      => 'open',
                'priority_id' => $ticket->priority_id,
                'due_date'    => $ticket->due_date,
            ]);

            /*
             * Duplicate messages, EXCLUDING system notes.
             *
             * This comment has always said "exclude" and the code never did. It cost
             * nothing while the enum rejected 'system', because no system row could
             * exist to copy — #415 makes them writable, so without this a split of a
             * previously-merged ticket would carry "Merged from ticket QAX-0005." into
             * a brand-new ticket that was never merged with anything.
             *
             * A system note is an audit record of something that happened to THIS
             * ticket. The copy gets its own, written below.
             */
            $ticket->load('messages');
            foreach ($ticket->messages as $msg) {
                if ($msg->isSystem()) {
                    continue;
                }

                TicketMessage::create([
                    'ticket_id'        => $newTicket->id,
                    'user_id'          => $msg->user_id,
                    'author_email'     => $msg->author_email,
                    'body'             => $msg->body,
                    'is_internal'      => $msg->is_internal,
                    'source'           => $msg->source,
                ]);
            }

            // Cross-reference notes on both tickets
            TicketMessage::system($ticket, "Split: new ticket {$newTicket->number} created from this ticket.");
            TicketMessage::system($newTicket, "Split from ticket {$ticket->number}.");

            return $newTicket;
        });

        return redirect()->route('ticketing.show', $newTicket)
            ->with('success', "Ticket {$newTicket->number} created from split.");
    }

    /**
     * The split ticket's title: the original plus a suffix, guaranteed to fit.
     *
     * `tickets.title` is varchar(255) and both store() and update() validate the
     * title at `max:255`. Appending " (split)" to a title already at the limit
     * produced 263 characters and the same hard 500 as #415 — a second, unreported
     * instance of it on the very action being fixed, needing only a long enough
     * title to trigger.
     *
     * ── WHY THIS IS BOUNDED AND NOT WIDENED ─────────────────────────────────
     *
     * The sibling defect in central-radius (#410) was fixed the other way: a
     * 510-character skip reason was widened into the column rather than shortened,
     * because the reason was the point and the column was simply too small.
     *
     * The rule that separates them is what the limit MEANS. 255 here is not an
     * incidental column width — it is the product's own declared, user-facing title
     * limit, enforced by two validation rules. Widening the column to fit 263 would
     * mint rows the edit form then refuses to save, so the ticket could never be
     * corrected by anyone: a row the product will not let you fix is worse than a
     * truncated title. So: widen when the data is right and the column is wrong;
     * bound when the column expresses a real product rule.
     *
     * Multibyte-safe by character, because varchar(255) counts characters.
     */
    private static function splitTitle(string $title): string
    {
        $suffix = ' (split)';
        $room   = 255 - mb_strlen($suffix);

        return (mb_strlen($title) > $room ? mb_substr($title, 0, $room) : $title).$suffix;
    }

    /**
     * Add a participant to a ticket.
     */
    public function addParticipant(Request $request, Ticket $ticket)
    {
        if (! $this->isAgent($ticket->group_id)) {
            abort(403);
        }

        if ($refusal = $this->refuseIfMerged($ticket, stayPut: true)) {
            return $refusal;
        }

        $validated = $request->validate([
            'user_id' => 'required|integer|exists:users,id',
        ]);

        TicketParticipant::firstOrCreate(
            ['ticket_id' => $ticket->id, 'user_id' => $validated['user_id']],
            ['added_by'  => Auth::id()]
        );

        return back()->with('success', 'Participant added.');
    }

    /**
     * Remove a participant from a ticket.
     */
    public function removeParticipant(Ticket $ticket, int $userId)
    {
        if (! $this->isAgent($ticket->group_id)) {
            abort(403);
        }

        if ($refusal = $this->refuseIfMerged($ticket, stayPut: true)) {
            return $refusal;
        }

        TicketParticipant::where('ticket_id', $ticket->id)
            ->where('user_id', $userId)
            ->delete();

        return back()->with('success', 'Participant removed.');
    }

    /**
     * Search users by name/email — for the participant picker.
     * Returns up to 10 matches, excluding existing participants and the submitter.
     */
    public function searchUsers(Request $request, Ticket $ticket)
    {
        if (! $this->isAgent($ticket->group_id)) {
            abort(403);
        }

        $q = $request->input('q', '');
        if (strlen($q) < 2) {
            return response()->json([]);
        }

        $excludeIds = $ticket->participants->pluck('user_id')
            ->push($ticket->submitter_id)
            ->filter()
            ->unique()
            ->values();

        $users = DB::table('users')
            ->where(function ($query) use ($q) {
                $query->where('name', 'like', "%{$q}%")
                      ->orWhere('email', 'like', "%{$q}%");
            })
            ->whereNotIn('id', $excludeIds)
            ->limit(10)
            ->get(['id', 'name', 'email']);

        return response()->json($users);
    }

    public function myTickets(): Response
    {
        $tickets = Ticket::where('submitter_id', Auth::id())
            ->with(['group', 'priority'])
            ->latest()
            ->paginate(20);

        return Inertia::render('Ticketing/MyTickets', [
            'tickets' => $tickets,
        ]);
    }
}