cx-ui/backend/triagelib/integrations.py

"""Outbound action payloads: Zendesk tickets and Jira issues.

This module *builds* payloads and never sends them. Delivery is a separate,
explicitly configured step - see `outbox.py` - so that a diagnosis can never
contact a customer as a side effect of being viewed.

Every payload carries the evidence that justified it, so the ticket a customer
or the Infrastructure team receives is self-contained.
"""
from __future__ import annotations

import os
from dataclasses import dataclass, field
from typing import Any, Optional

# Set these to enable the Send buttons. Absent = preview only.
ZENDESK_SUBDOMAIN = os.environ.get("CX_ZENDESK_SUBDOMAIN", "")
ZENDESK_EMAIL = os.environ.get("CX_ZENDESK_EMAIL", "")
ZENDESK_TOKEN = os.environ.get("CX_ZENDESK_TOKEN", "")
JIRA_BASE = os.environ.get("CX_JIRA_BASE", "https://nexgencloud.atlassian.net")
JIRA_EMAIL = os.environ.get("CX_JIRA_EMAIL", "")
JIRA_TOKEN = os.environ.get("CX_JIRA_TOKEN", "")
JIRA_PROJECT = os.environ.get("CX_JIRA_PROJECT", "INFRA")

PRIORITY_BY_VERDICT = {"overdue": "high", "real": "normal", "unverified": "low"}


def zendesk_configured() -> bool:
    return bool(ZENDESK_SUBDOMAIN and ZENDESK_EMAIL and ZENDESK_TOKEN)


def jira_configured() -> bool:
    return bool(JIRA_BASE and JIRA_EMAIL and JIRA_TOKEN)


@dataclass
class Action:
    """One proposed outbound action, ready to send once a human confirms."""

    id: str
    kind: str                     # zendesk | jira | manual
    label: str
    summary: str                  # one line: what this does
    payload: dict[str, Any] = field(default_factory=dict)
    recipients: list[str] = field(default_factory=list)
    enabled: bool = False         # is the integration configured?
    blocked_reason: str = ""
    requires_confirmation: bool = True

    def to_json(self) -> dict[str, Any]:
        return {
            "id": self.id, "kind": self.kind, "label": self.label, "summary": self.summary,
            "payload": self.payload, "recipients": self.recipients, "enabled": self.enabled,
            "blocked_reason": self.blocked_reason, "requires_confirmation": self.requires_confirmation,
        }


def _parse_owner(owner: str) -> tuple[str, str]:
    """'Name <email@x>' -> ('Name', 'email@x')."""
    text = str(owner or "").strip()
    if "<" in text and ">" in text:
        name = text.split("<", 1)[0].strip()
        email = text.split("<", 1)[1].split(">", 1)[0].strip()
        return name, email
    return ("", text) if "@" in text else (text, "")


def _evidence_block(diagnosis: Any) -> str:
    lines = [f"Alert: {diagnosis.alert.title}", f"Verdict: {diagnosis.verdict}", ""]
    for finding in diagnosis.findings[:16]:
        lines.append(f"- {finding.label}: {finding.value}")
    return "\n".join(lines)


def build_zendesk(diagnosis: Any) -> Optional[Action]:
    """A customer ticket, only when the runbook actually calls for contact."""
    if not diagnosis.drafts:
        return None
    draft = diagnosis.drafts[0]
    alert = diagnosis.alert
    contacts = diagnosis.contacts or {}
    owners = contacts.get("owners") or []
    if not owners:
        return Action(
            id="zendesk", kind="zendesk", label="Contact customer (Zendesk)",
            summary="No owner contact resolved from Infrahub - look the organization up first.",
            enabled=False, blocked_reason="No customer contact could be resolved.",
        )

    name, email = _parse_owner(owners[0])
    verdict = (alert.screen or {}).get("verdict", "real")
    payload = {
        "ticket": {
            "subject": draft.subject,
            "comment": {"body": draft.body, "public": True},
            "requester": {"name": name or email, "email": email},
            "priority": PRIORITY_BY_VERDICT.get(verdict, "normal"),
            "type": "incident",
            "tags": ["cx-triage", f"alert-{alert.kind}", f"region-{alert.region or 'unknown'}"],
            "external_id": f"cx-triage-{alert.fingerprint()}",
            "custom_fields_note": {
                "instance_name": alert.instance_name,
                "openstack_id": alert.openstack_id,
                "organization": alert.org_name,
                "infrahub_org_id": alert.org_id,
            },
        },
        "_template": draft.template_id,
        "_when": draft.when,
        "_unfilled": draft.unfilled,
    }
    blocked = ""
    if draft.unfilled:
        blocked = f"Template still has placeholders: {', '.join(draft.unfilled)}"
    return Action(
        id="zendesk", kind="zendesk",
        label="Contact customer (Zendesk)",
        summary=f"Public reply to {name or email} - {draft.label}",
        payload=payload,
        recipients=[o for o in owners],
        enabled=zendesk_configured() and not blocked,
        blocked_reason=blocked or ("" if zendesk_configured() else "Zendesk is not configured."),
    )


def build_jira(diagnosis: Any) -> Optional[Action]:
    """An Infrastructure escalation, only when a step is owned by Infra."""
    infra_steps = [a for a in diagnosis.actions if a.owner != "CX" and a.kind == "escalate"]
    if not infra_steps:
        return None
    alert = diagnosis.alert
    subject = alert.host or alert.instance_name or alert.floating_ip or "unknown"

    description = "\n".join([
        _evidence_block(diagnosis),
        "",
        "Requested of Infrastructure:",
        *[f"- {s.text}" for s in infra_steps],
        "",
        f"Raised from CX Triage. Alert has held for {alert.effective_age_text}.",
    ])
    payload = {
        "fields": {
            "project": {"key": JIRA_PROJECT},
            "summary": f"{subject}: {diagnosis.verdict}"[:250],
            "description": description,
            "issuetype": {"name": "Task"},
            "labels": ["cx-triage", f"alert-{alert.kind}", f"region-{alert.region or 'unknown'}"],
        }
    }
    return Action(
        id="jira", kind="jira",
        label="Escalate to Infrastructure (Jira)",
        summary=f"Create a {JIRA_PROJECT} issue for {subject}",
        payload=payload,
        enabled=jira_configured(),
        blocked_reason="" if jira_configured() else "Jira is not configured.",
    )


def build_manual(diagnosis: Any) -> list[Action]:
    """Steps a human must perform; surfaced as copyable commands, not buttons."""
    out: list[Action] = []
    alert = diagnosis.alert
    osid = alert.openstack_id
    region = alert.region
    for step in diagnosis.actions:
        if step.kind != "remediate" or step.status == "done":
            continue
        command = ""
        low = step.text.lower()
        if "delete the server in openstack" in low and osid and region:
            command = f"{region} server delete {osid}"
        elif "shelve" in low and osid and region:
            command = f"{region} server shelve {osid}"
        out.append(Action(
            id=f"manual-{len(out)}", kind="manual", label=step.text,
            summary=step.guide or "", payload={"command": command} if command else {},
            enabled=False, blocked_reason="Perform manually - this tool is read-only.",
            requires_confirmation=False,
        ))
    return out


def build_all(diagnosis: Any) -> dict[str, Any]:
    actions: list[Action] = []
    for builder in (build_zendesk, build_jira):
        action = builder(diagnosis)
        if action:
            actions.append(action)
    actions.extend(build_manual(diagnosis))
    return {
        "actions": [a.to_json() for a in actions],
        "zendesk_configured": zendesk_configured(),
        "jira_configured": jira_configured(),
    }