Call Center & Ticketing

class SolicitudTicket(models.Model):
    ESTADOS = [
        ('ABIERTO', 'Open'),
        ('EN_PROCESO', 'In Progress'),
        ('RESUELTO', 'Resolved'),
        ('CERRADO', 'Closed'),
        ('CANCELADO', 'Cancelled'),
    ]
    
    # Identification
    numero_ticket = models.CharField(max_length=50, unique=True)
    numero_ticket_externo = models.CharField(max_length=50, blank=True)
    
    # Content
    asunto = models.CharField(max_length=255)
    descripcion = models.TextField()
    
    # Classification
    area = models.CharField(max_length=100)
    prioridad = models.CharField(max_length=20)
    categoria = models.CharField(max_length=100)
    
    # Location
    ubicacion = models.ForeignKey('activos.Ubicacion', on_delete=models.SET_NULL)
    activo = models.ForeignKey('activos.Activo', on_delete=models.SET_NULL)
    
    # Personnel
    solicitante = models.CharField(max_length=100)
    asignado_a = models.ForeignKey(User, on_delete=models.SET_NULL)
    
    # Status
    estado = models.CharField(max_length=20, choices=ESTADOS)
    fecha_creacion = models.DateTimeField()
    fecha_cierre = models.DateTimeField(blank=True, null=True)
    
    # Tracking
    activo = models.BooleanField(default=True)
    ultima_sincronizacion = models.DateTimeField(blank=True, null=True)

class GrupoTicket(models.Model):
    nombre = models.CharField(max_length=100)
    descripcion = models.TextField(blank=True)
    responsables = models.ManyToManyField(User)

class EvidenciaTicket(models.Model):
    ticket = models.ForeignKey('SolicitudTicket', on_delete=models.CASCADE)
    archivo = models.FileField(upload_to='tickets/evidencias/')
    descripcion = models.CharField(max_length=255, blank=True)
    subido_por = models.ForeignKey(User, on_delete=models.SET_NULL)
    fecha_subida = models.DateTimeField(auto_now_add=True)

@shared_task
def sync_tickets_from_sig():
    """Synchronize tickets from external SIG system"""
    from callcenter.scraper import SIGScraper
    
    scraper = SIGScraper(
        base_url=settings.SIG_BASE_URL,
        username=settings.SIG_USERNAME,
        password=settings.SIG_PASSWORD
    )
    
    # Login and get tickets
    scraper.login()
    tickets = scraper.get_tickets()
    
    for ticket_data in tickets:
        # Create or update ticket
        ticket, created = SolicitudTicket.objects.update_or_create(
            numero_ticket_externo=ticket_data['numero'],
            defaults={
                'asunto': ticket_data['asunto'],
                'descripcion': ticket_data['descripcion'],
                'estado': ticket_data['estado'],
                'prioridad': ticket_data['prioridad'],
                'ultima_sincronizacion': timezone.now()
            }
        )
        
        if created:
            logger.info(f'Created ticket {ticket.numero_ticket}')

class SIGScraper:
    def __init__(self, base_url, username, password):
        self.base_url = base_url
        self.username = username
        self.password = password
        self.session = requests.Session()
    
    def login(self):
        """Authenticate with SIG system"""
        response = self.session.post(
            f"{self.base_url}/login",
            data={
                'usuario': self.username,
                'contrasena': self.password
            }
        )
        return response.status_code == 200
    
    def get_tickets(self):
        """Fetch tickets from SIG"""
        response = self.session.get(f"{self.base_url}/tickets")
        soup = BeautifulSoup(response.content, 'html.parser')
        
        tickets = []
        for row in soup.find_all('tr', class_='ticket-row'):
            ticket = {
                'numero': row.find('td', class_='numero').text.strip(),
                'asunto': row.find('td', class_='asunto').text.strip(),
                'estado': row.find('td', class_='estado').text.strip(),
                'prioridad': row.find('td', class_='prioridad').text.strip(),
            }
            tickets.append(ticket)
        
        return tickets

def sla_report(request):
    tickets = SolicitudTicket.objects.filter(
        estado__in=['RESUELTO', 'CERRADO']
    )
    
    # Calculate average resolution time
    for ticket in tickets:
        if ticket.fecha_cierre:
            duration = ticket.fecha_cierre - ticket.fecha_creacion
            ticket.tiempo_resolucion = duration.total_seconds() / 3600  # hours
    
    avg_resolution = sum([t.tiempo_resolucion for t in tickets]) / len(tickets)
    
    return render(request, 'sla_report.html', {
        'tickets': tickets,
        'avg_resolution': avg_resolution
    })