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convexBotClient,
type DiscordSupportTicketId,
type DiscordSupportTicketOpenInput,
type DiscordSupportTicketOpenResult,
} from "@/services/convexBotClient"
import {
fetchDiscordGuildRuntimeConfig,
type DiscordGuildRuntimeConfig,
type DiscordGuildRuntimeConfigResult,
} from "@/services/guildRuntimeConfig"
import {
reportDiscordRuntimeError,
type DiscordRuntimeErrorReporter,
} from "@/services/runtimeErrorReporter"
import { botLogError } from "@/utils/botLog"
import {
ApplicationIntegrationType,
ChannelType,
MessageFlags,
type ChatInputCommandInteraction,
type ForumChannel,
type Guild,
type GuildBasedChannel,
type MessageCreateOptions,
} from "discord.js"
type SupportTicketOpener = (
input: DiscordSupportTicketOpenInput
) => Promise<DiscordSupportTicketOpenResult | null>
type RuntimeConfigFetcher = (
discordGuildId: string
) => Promise<DiscordGuildRuntimeConfigResult>
type SupportTicketReadyResult = Exclude<
DiscordSupportTicketOpenResult,
{ status: "guildSupportUnavailable" }
>
type GuildSupportTicketResult = SupportTicketReadyResult & {
scope: "guild"
}
type GuildSupportNotifier = (
interaction: ChatInputCommandInteraction,
result: GuildSupportTicketResult,
saveRoutingThread: SupportRoutingThreadSaver
) => Promise<boolean>
type SupportRoutingThreadSaver = (
ticketId: DiscordSupportTicketId,
threadId: string
) => Promise<void>
type SupportTicketOptions = {
fetchConfig?: RuntimeConfigFetcher
openTicket?: SupportTicketOpener
notifyGuildSupport?: GuildSupportNotifier
saveRoutingThread?: SupportRoutingThreadSaver
logError?: typeof botLogError
reportRuntimeError?: DiscordRuntimeErrorReporter
}
type SendableGuildChannel = GuildBasedChannel & {
send(message: MessageCreateOptions): Promise<unknown>
}
export async function handleHelpCommand(
interaction: ChatInputCommandInteraction,
options: SupportTicketOptions = {}
): Promise<void> {
const logError = options.logError ?? botLogError
const reportRuntimeError =
options.reportRuntimeError ?? reportDiscordRuntimeError
const discordGuildId =
interaction.guildId && !isUserInstallInteraction(interaction)
? interaction.guildId
: undefined
if (discordGuildId) {
const configResult = await fetchGuildSupportConfig(
discordGuildId,
options.fetchConfig ?? fetchDiscordGuildRuntimeConfig,
logError
)
if (
configResult?.status !== "ready" ||
!isGuildSupportReady(configResult.config)
) {
await replyPrivately(interaction, guildSupportUnavailableContent)
return
}
}
const input: DiscordSupportTicketOpenInput = {
requesterDiscordUserId: interaction.user.id,
...(discordGuildId ? { discordGuildId } : {}),
...(interaction.options.getString("message")?.trim()
? { message: interaction.options.getString("message", true) }
: {}),
}
let result: DiscordSupportTicketOpenResult | null
try {
result = await (
options.openTicket ?? convexBotClient.openOrResumeSupportTicket
)(input)
} catch (error) {
result = null
logError("Discord support ticket open failed.", error, {
commandName: interaction.commandName,
discordGuildId,
discordUserId: interaction.user.id,
})
}
if (!result) {
await reportSupportRuntimeError({
error: new Error("Convex support ticket open returned no result."),
interaction,
logError,
reportRuntimeError,
})
await replyPrivately(
interaction,
"Cleo support is temporarily unavailable. Please try again shortly."
)
return
}
if (result.status === "guildSupportUnavailable") {
await replyPrivately(interaction, guildSupportUnavailableContent)
return
}
if (result.scope === "jcn") {
await replyPrivately(interaction, formatRequesterConfirmation(result))
return
}
const guildResult: GuildSupportTicketResult = {
...result,
scope: "guild",
}
let notified = false
try {
if (guildResult.status === "resumed" && !guildResult.submittedMessage) {
notified = true
} else {
notified = await (
options.notifyGuildSupport ?? notifyConfiguredGuildSupport
)(
interaction,
guildResult,
options.saveRoutingThread ??
convexBotClient.setSupportTicketRoutingThread
)
}
} catch (error) {
logError("Discord guild support notification failed.", error, {
commandName: interaction.commandName,
discordGuildId,
discordUserId: interaction.user.id,
discordChannelId: guildResult.route?.targetId,
})
}
if (!notified) {
await reportSupportRuntimeError({
error: new Error("Configured guild support destination was unavailable."),
interaction,
logError,
reportRuntimeError,
})
}
await replyPrivately(
interaction,
formatRequesterConfirmation(guildResult, !notified)
)
}
export function isUserInstallInteraction(
interaction: Pick<ChatInputCommandInteraction, "authorizingIntegrationOwners">
): boolean {
return (
interaction.authorizingIntegrationOwners[
ApplicationIntegrationType.UserInstall
] !== undefined
)
}
export function isGuildSupportReady(
config: DiscordGuildRuntimeConfig
): boolean {
return Boolean(
config.supportEnabled &&
config.supportTargetId &&
config.supportTargetType &&
config.supportStaffRoleIds?.length
)
}
export function formatSupportStaffMessage(
result: GuildSupportTicketResult,
requesterDiscordUserId: string
): MessageCreateOptions {
const isNew = result.status === "opened"
const roleMentions =
isNew && result.route
? result.route.staffRoleIds.map((roleId) => `<@&${roleId}>`).join(" ")
: ""
const lines = [
roleMentions,
`**${isNew ? "New" : "Updated"} Cleo support request**`,
`Requester: <@${requesterDiscordUserId}>`,
...(result.submittedMessage
? ["", result.submittedMessage]
: ["", "_No message was submitted with `/help`._"]),
].filter((line, index) => line.length > 0 || index > 0)
return {
content: lines.join("\n"),
allowedMentions: {
parse: [],
roles: isNew ? (result.route?.staffRoleIds ?? []) : [],
users: [],
},
}
}
async function notifyConfiguredGuildSupport(
interaction: ChatInputCommandInteraction,
result: GuildSupportTicketResult,
saveRoutingThread: SupportRoutingThreadSaver
): Promise<boolean> {
if (!result.route || !interaction.guild) {
return false
}
const channel = await resolveGuildChannel(
interaction.guild,
result.route.targetId
)
if (!channel) {
return false
}
const message = formatSupportStaffMessage(result, interaction.user.id)
if (result.route.targetType === "forum") {
if (channel.type !== ChannelType.GuildForum) {
return false
}
if (result.route.threadId) {
const existingThread = await resolveGuildChannel(
interaction.guild,
result.route.threadId
)
if (existingThread && isSendableGuildChannel(existingThread)) {
await existingThread.send(message)
return true
}
}
const thread = await (channel as ForumChannel).threads.create({
name: `Support ยท ${sanitizeThreadName(interaction.user.username)}`,
message,
})
await saveRoutingThread(result.ticketId, thread.id)
return true
}
if (!isSendableGuildChannel(channel)) {
return false
}
await channel.send(message)
return true
}
async function resolveGuildChannel(
guild: Guild,
channelId: string
): Promise<GuildBasedChannel | null> {
const cached = guild.channels.cache.get(channelId)
if (cached) {
return cached
}
try {
return await guild.channels.fetch(channelId)
} catch {
return null
}
}
function isSendableGuildChannel(
channel: GuildBasedChannel
): channel is SendableGuildChannel {
return channel.isTextBased() && channel.isSendable()
}
function sanitizeThreadName(value: string): string {
const normalized = value.replaceAll(/[\r\n]/g, " ").trim()
return (normalized || "Discord user").slice(0, 80)
}
function formatRequesterConfirmation(
result: SupportTicketReadyResult,
notificationDelayed = false
): string {
const action = result.status === "opened" ? "opened" : "resumed"
if (result.scope === "jcn") {
return `Your JCN support request has been ${action}. JCN staff can review it privately in Cleo.`
}
return notificationDelayed
? `Your server support request has been ${action} and saved. The configured Discord notification could not be delivered, but server managers can still review it in the Cleo dashboard.`
: `Your server support request has been ${action} and routed privately to this server's configured support team.`
}
async function fetchGuildSupportConfig(
discordGuildId: string,
fetchConfig: RuntimeConfigFetcher,
logError: typeof botLogError
): Promise<DiscordGuildRuntimeConfigResult | null> {
try {
return await fetchConfig(discordGuildId)
} catch (error) {
logError("Discord support runtime config fetch failed.", error, {
discordGuildId,
})
return null
}
}
async function replyPrivately(
interaction: ChatInputCommandInteraction,
content: string
): Promise<void> {
await interaction.reply({
content,
flags: MessageFlags.Ephemeral,
})
}
async function reportSupportRuntimeError(args: {
error: unknown
interaction: ChatInputCommandInteraction
logError: typeof botLogError
reportRuntimeError: DiscordRuntimeErrorReporter
}): Promise<void> {
try {
await args.reportRuntimeError({
severity: "error",
serviceArea: "command",
message: "Discord support ticket routing failed.",
error: args.error,
discordGuildId: args.interaction.guildId ?? undefined,
commandName: args.interaction.commandName,
operation: "openOrRouteSupportTicket",
fingerprint: `support:openOrRoute:${args.interaction.guildId ?? "jcn"}`,
metadata: {
requesterDiscordUserId: args.interaction.user.id,
},
})
} catch (reportError) {
args.logError("Discord support runtime error report failed.", reportError, {
commandName: args.interaction.commandName,
discordGuildId: args.interaction.guildId ?? undefined,
})
}
}
const guildSupportUnavailableContent =
"This server has not configured Cleo support yet. Ask a server admin to configure Support in the Cleo dashboard. For Cleo product help, run `/help` in a DM with Cleo."
|