TicketAssistent/app/Jobs/ProcessTicketJob.php

<?php

namespace App\Jobs;

use App\Models\Ticket;
use App\Services\EmbeddingService;
use App\Services\KnowledgeGapService;
use App\Services\QuickReplyResolver;
use App\Services\SemanticSearchService;
use App\Services\SupportReplyService;
use App\Services\TicketNormalizationService;
use App\Services\TicketProcessingLoggerService;
use App\Services\TicketResultPayloadBuilder;
use App\Services\Tools\TicketToolCallService;
use Illuminate\Bus\Queueable;
use Illuminate\Contracts\Queue\ShouldQueue;
use Illuminate\Foundation\Bus\Dispatchable;
use Illuminate\Queue\InteractsWithQueue;
use Illuminate\Queue\SerializesModels;
use Illuminate\Support\Str;

class ProcessTicketJob implements ShouldQueue
{
    use Dispatchable, InteractsWithQueue, Queueable, SerializesModels;

    public function __construct(public readonly int $ticketId) {}

    public function handle(
        EmbeddingService $embeddingService,
        SemanticSearchService $semanticSearchService,
        TicketNormalizationService $normalizer,
        TicketProcessingLoggerService $logger,
        KnowledgeGapService $knowledgeGapService,
        TicketToolCallService $toolCallService,
        QuickReplyResolver $quickReplyResolver,
        SupportReplyService $supportReplyService,
        TicketResultPayloadBuilder $payloadBuilder,
    ): void {
        $ticket = Ticket::query()->find($this->ticketId);
        if ($ticket === null) {
            return;
        }

        $ticket->update(['status' => 'processing']);
        $logger->log($ticket, 'start', 'info', 'Ticket processing gestart.', [
            'original_question' => $ticket->message,
        ]);

        try {
            $logger->log($ticket, 'normalize_question', 'info', 'Vraag normaliseren en PII redacteren.');
            $normalized = $normalizer->normalize($ticket->message);
            $ticket->normalized_message = $normalized['normalized_message'];
            $ticket->redaction_report = $normalized['redaction_report'] ?? null;
            $ticket->save();

            $logger->log($ticket, 'normalize_question', 'success', 'Vraag genormaliseerd.', [
                'normalized_message' => $ticket->normalized_message,
                'redaction_report' => $ticket->redaction_report,
            ]);

            if ($ticket->embedding === null) {
                $logger->log($ticket, 'embedding', 'info', 'Embedding genereren.');
                $ticket->embedding = $embeddingService->embed($ticket->normalized_message ?: $ticket->message);
                $embeddingContext = $embeddingService->context();
                $ticket->embedding_provider_instance_id = $embeddingContext['provider_instance_id'];
                $ticket->embedding_model = $embeddingContext['embedding_model'];
                $ticket->embedded_at = now();
                $ticket->save();
            }

            $logger->log($ticket, 'embedding', 'success', 'Embedding beschikbaar.', [
                'vector_dimensions' => is_array($ticket->embedding) ? count($ticket->embedding) : 0,
                'vector_preview' => is_array($ticket->embedding) ? array_slice($ticket->embedding, 0, 8) : [],
            ]);

            $logger->log($ticket, 'retrieval_ranking', 'info', 'Semantic retrieval en AI ranking uitvoeren.');
            $result = $semanticSearchService->findBestArticle($ticket);

            $logger->log($ticket, 'retrieval', 'success', 'Top kandidaten uit vector search bepaald.', [
                'candidates' => $result['top_5_candidates'] ?? [],
                'retrieval_meta' => $result['retrieval_meta'] ?? null,
            ]);

            $logger->log($ticket, 'ranking', 'success', 'Classificatie afgerond.', [
                'selected_article_id' => $result['best_article']?->id,
                'confidence' => $result['confidence'],
                'explanation' => $result['explanation'],
                'classifier_raw_response' => $result['classifier_raw_response'] ?? null,
            ]);

            $isKnowledgeGap = $knowledgeGapService->shouldCreateDraft($ticket, $result);
            $draftSuggestion = null;
            $supportReply = null;
            $toolCallRecord = null;
            $quickReply = null;

            if ($isKnowledgeGap) {
                $logger->log($ticket, 'knowledge_gap', 'warning', 'Onvoldoende match gevonden; geen passend artikel in kennisbank.');
                $draftSuggestion = $knowledgeGapService->suggestArticleDraft($ticket, $result);
                $logger->log($ticket, 'knowledge_gap', 'success', 'Voorstel voor nieuw kennisbankartikel gegenereerd (niet opgeslagen).', [
                    'suggested_title' => $draftSuggestion['title'] ?? null,
                ]);
            } else {
                $quickReply = $quickReplyResolver->resolveForArticle($result['best_article'] ?? null);

                if ($quickReply !== null) {
                    $supportReply = $quickReply->content;
                    $logger->log($ticket, 'quick_reply', 'success', 'Snelantwoord gebruikt; AI antwoordgeneratie overgeslagen.', [
                        'quick_reply_id' => $quickReply->id,
                        'quick_reply_title' => $quickReply->title,
                        'article_id' => $result['best_article']?->id,
                    ]);
                } else {
                    $toolCallRecord = $toolCallService->executeRequestedTool(
                        $ticket,
                        $result['best_article'] ?? null,
                        $result['requested_tool_call'] ?? null
                    );

                    $logger->log($ticket, 'quick_reply', 'info', 'Geen actief snelantwoord gekoppeld; AI maakt conceptantwoord.', [
                        'article_id' => $result['best_article']?->id,
                    ]);

                    $supportReply = $supportReplyService->build(
                        $ticket,
                        $result['best_article'] ?? null,
                        (string) $result['explanation'],
                        $toolCallRecord?->toArray()
                    );
                }
            }

            $ticket->update([
                'status' => 'completed',
                'best_article_id' => $result['best_article']?->id,
                'confidence' => $result['confidence'],
                'explanation' => $result['explanation'],
                'support_reply' => $supportReply,
                'needs_article_draft' => $isKnowledgeGap,
                'draft_article_id' => null,
                'result_payload' => $payloadBuilder->build($result, $toolCallRecord, $quickReply, $isKnowledgeGap, $draftSuggestion),
                'error_message' => null,
                'processed_at' => now(),
            ]);

            if ($supportReply !== null) {
                $logger->log($ticket, 'support_reply', 'success', 'Concept supportantwoord opgebouwd.', [
                    'support_reply_preview' => Str::limit($supportReply, 220),
                ]);
            } else {
                $logger->log($ticket, 'support_reply', 'info', 'Geen klantreactie gegenereerd wegens knowledge gap; eerst artikelreview nodig.');
            }

            $logger->log($ticket, 'completed', 'success', 'Ticket processing afgerond.', [
                'best_article_id' => $result['best_article']?->id,
                'confidence' => $result['confidence'],
            ]);
        } catch (\Throwable $e) {
            $ticket->update([
                'status' => 'failed',
                'error_message' => $e->getMessage(),
                'processed_at' => now(),
            ]);

            $logger->log($ticket, 'failed', 'error', 'Ticket processing gefaald.', [
                'error' => $e->getMessage(),
            ]);

            throw $e;
        }
    }
}