services/generate_ticket.py

from dotenv import load_dotenv
import requests
import time
import os
from typing import Optional, Dict, Any

load_dotenv()

# --- ServiceNow OAuth / instance config ---
INSTANCE_URL = os.getenv("SERVICENOW_INSTANCE_URL")            # e.g., https://your-instance.service-now.com
CLIENT_ID = os.getenv("SERVICENOW_CLIENT_ID")
CLIENT_SECRET = os.getenv("SERVICENOW_CLIENT_SECRET")

# Optional but recommended: provide defaults for create payload (helps BR/ACL allow quick resolution)
DEFAULT_ASSIGNMENT_GROUP_SYSID = os.getenv("SERVICENOW_ASSIGNMENT_GROUP_SYSID")  # e.g., Service Desk group sys_id
DEFAULT_CATEGORY = os.getenv("SERVICENOW_DEFAULT_CATEGORY", "inquiry")
DEFAULT_SUBCATEGORY = os.getenv("SERVICENOW_DEFAULT_SUBCATEGORY", "general")

# OAuth token storage (simple in-memory cache)
_token_info: Dict[str, Any] = {"access_token": None, "expires_at": 0}

# Read SSL verify flag from env (default True)
VERIFY_SSL = os.getenv("SERVICENOW_SSL_VERIFY", "true").lower() in ("1", "true", "yes")


def get_oauth_token() -> str:
    """
    Fetch a new OAuth token using client credentials flow.
    """
    if not INSTANCE_URL or not CLIENT_ID or not CLIENT_SECRET:
        raise RuntimeError(
            "ServiceNow OAuth env vars are missing (SERVICENOW_INSTANCE_URL / CLIENT_ID / CLIENT_SECRET)."
        )
    url = f"{INSTANCE_URL}/oauth_token.do"
    data = {
        "grant_type": "client_credentials",
        "client_id": CLIENT_ID,
        "client_secret": CLIENT_SECRET,
        "scope": "global",
    }
    # NOTE: verify=False is OK for local dev; set verify=True in production
    resp = requests.post(url, data=data, verify=VERIFY_SSL, timeout=25)  # <-- use VERIFY_SSL
    if resp.status_code == 200:
        tok = resp.json()
        _token_info["access_token"] = tok.get("access_token")
        _token_info["expires_at"] = time.time() + tok.get("expires_in", 0)
        return _token_info["access_token"]
    raise Exception(f"Failed to get token: {resp.status_code} - {resp.text}")


def get_valid_token() -> str:
    """
    Return a valid token, refreshing if expired.
    """
    if _token_info["access_token"] and time.time() < _token_info["expires_at"]:
        return _token_info["access_token"]
    return get_oauth_token()


def create_incident(short_description: str, description: str) -> Dict[str, Any]:
    """
    Create an incident in ServiceNow using OAuth token.

    Returns:
      - {"number": "<INC...>", "sys_id": "<sys_id>"} on success
      - {"error": "<message>", "status_code": <int>} on failure

    NOTE:
      - Includes optional defaults (category/subcategory/assignment_group) to satisfy common BR/ACL requirements
        so your subsequent PATCH to Resolved succeeds.
    """
    token = get_valid_token()
    url = f"{INSTANCE_URL}/api/now/table/incident"

    headers = {
        "Authorization": f"Bearer {token}",
        "Content-Type": "application/json",
        "Accept": "application/json",
    }

    payload: Dict[str, Any] = {
        "short_description": short_description,
        "description": description,
        "urgency": "3",   # Medium
        "priority": "3",
        # Optional defaults—adjust for your instance if needed
        "category": DEFAULT_CATEGORY,
        "subcategory": DEFAULT_SUBCATEGORY,
        "caller_id": os.getenv("SERVICENOW_CALLER_SYSID"),
    }

    # Only include assignment_group if the env var is set
    if DEFAULT_ASSIGNMENT_GROUP_SYSID:
        payload["assignment_group"] = DEFAULT_ASSIGNMENT_GROUP_SYSID

    # NOTE: verify=False is OK for local dev; set verify=True in production
    resp = requests.post(url, headers=headers, json=payload, verify=VERIFY_SSL, timeout=30)  # <-- use VERIFY_SSL

    if resp.status_code in (200, 201):
        try:
            result = resp.json().get("result", {})
        except Exception:
            # Some instances respond with bare object
            result = resp.json()
        number = result.get("number")
        sys_id = result.get("sys_id")
        if number and sys_id:
            return {"number": number, "sys_id": sys_id}
        # If SN responded but fields missing, surface an error
        return {"error": f"Missing Incident fields in response: {resp.text}", "status_code": resp.status_code}
        # Failure: return structured error for caller (main.py /incident & /chat will handle this gracefully)