TicketAssistent/app/Services/Tools/TicketToolCallService.php

<?php

namespace App\Services\Tools;

use App\Models\Article;
use App\Models\Ticket;
use App\Models\TicketToolCall;
use App\Services\TicketProcessingLoggerService;
use Throwable;

class TicketToolCallService
{
    public function __construct(
        private readonly DomainInfoTool $domainInfoTool,
        private readonly TicketProcessingLoggerService $logger,
    ) {}

    public function executeRequestedTool(Ticket $ticket, ?Article $article, ?array $toolCall): ?TicketToolCall
    {
        if ($toolCall === null || $article === null) {
            return null;
        }

        $action = (string) ($toolCall['action'] ?? '');
        $parameters = is_array($toolCall['parameters'] ?? null) ? $toolCall['parameters'] : [];
        $allowedActions = $article->allowed_actions ?? [];

        if (! in_array($action, $allowedActions, true)) {
            return $this->recordSkipped($ticket, $article, $action, $parameters, 'Action is not allowed for the selected article.');
        }

        if ($action !== DomainInfoTool::ACTION) {
            return $this->recordSkipped($ticket, $article, $action, $parameters, 'Unsupported tool action.');
        }

        try {
            $parameters = $this->domainInfoTool->validateParameters($parameters);
        } catch (Throwable $e) {
            return $this->recordSkipped($ticket, $article, $action, $parameters, $e->getMessage());
        }

        $credentials = $ticket->api_credentials;
        if (! is_array($credentials) || empty($credentials['apiuser']) || empty($credentials['apipassword'])) {
            return $this->recordSkipped($ticket, $article, $action, $parameters, 'API credentials are missing for this ticket.');
        }

        $record = TicketToolCall::query()->create([
            'ticket_id' => $ticket->id,
            'article_id' => $article->id,
            'action' => $action,
            'status' => 'running',
            'parameters' => $parameters,
        ]);

        $this->logger->log($ticket, 'tool_call', 'info', 'Toolcall gestart.', [
            'tool_call_id' => $record->id,
            'action' => $action,
            'parameters' => $parameters,
        ]);

        try {
            $response = $this->domainInfoTool->execute($parameters, $credentials);
            $status = ($response['ok'] ?? false) === true ? 'success' : 'failed';

            $record->update([
                'status' => $status,
                'response' => $response,
                'error' => $status === 'failed' ? (string) ($response['error'] ?? 'Tool returned an error.') : null,
                'executed_at' => now(),
            ]);

            $this->logger->log($ticket, 'tool_call', $status, 'Toolcall afgerond.', [
                'tool_call_id' => $record->id,
                'action' => $action,
                'parameters' => $parameters,
                'response' => $response,
            ]);
        } catch (Throwable $e) {
            $record->update([
                'status' => 'failed',
                'error' => $e->getMessage(),
                'executed_at' => now(),
            ]);

            $this->logger->log($ticket, 'tool_call', 'error', 'Toolcall gefaald.', [
                'tool_call_id' => $record->id,
                'action' => $action,
                'parameters' => $parameters,
                'error' => $e->getMessage(),
            ]);
        }

        return $record->refresh();
    }

    private function recordSkipped(Ticket $ticket, Article $article, string $action, array $parameters, string $reason): TicketToolCall
    {
        $record = TicketToolCall::query()->create([
            'ticket_id' => $ticket->id,
            'article_id' => $article->id,
            'action' => $action !== '' ? $action : 'unknown',
            'status' => 'skipped',
            'parameters' => $parameters,
            'error' => $reason,
            'executed_at' => now(),
        ]);

        $this->logger->log($ticket, 'tool_call', 'warning', 'Toolcall overgeslagen.', [
            'tool_call_id' => $record->id,
            'action' => $record->action,
            'parameters' => $parameters,
            'reason' => $reason,
        ]);

        return $record;
    }
}