sfp_api_laravel_diarista/app/Services/SupportRequestService.php

<?php

namespace App\Services;

use App\Enums\SupportRequestStatusEnum;
use App\Mail\SupportRequestAlert;
use App\Models\SupportRequest;
use Illuminate\Pagination\LengthAwarePaginator;
use Illuminate\Support\Facades\Log;
use Illuminate\Support\Facades\Mail;

class SupportRequestService
{
    public function paginate(
        ?string $status = null,
        ?string $search = null,
        int $page = 1,
        int $perPage = 10,
    ): LengthAwarePaginator {
        return SupportRequest::query()
            ->with('handler:id,name')
            ->when($status, fn ($query) => $query->where('status', $status))
            ->when($search, function ($query) use ($search) {
                $query->where(function ($sub) use ($search) {
                    $sub->where('title', 'like', "%{$search}%")
                        ->orWhere('name', 'like', "%{$search}%")
                        ->orWhere('email', 'like', "%{$search}%");
                });
            })
            ->orderByRaw("CASE status WHEN 'pending' THEN 0 WHEN 'in_progress' THEN 1 WHEN 'resolved' THEN 2 ELSE 3 END")
            ->orderBy('created_at', 'desc')
            ->paginate($perPage, ['*'], 'page', $page);
    }

    public function findById(int $id): ?SupportRequest
    {
        return SupportRequest::with('handler')->find($id);
    }

    public function create(array $data): SupportRequest
    {
        $data['status'] ??= SupportRequestStatusEnum::PENDING->value;

        $supportRequest = SupportRequest::create($data);

        $this->sendAlert($supportRequest);

        return $supportRequest;
    }

    public function updateStatus(int $id, string $status, ?int $handledBy = null): ?SupportRequest
    {
        $supportRequest = $this->findById($id);

        if (! $supportRequest) {
            return null;
        }

        $payload = ['status' => $status];

        if ($status === SupportRequestStatusEnum::IN_PROGRESS->value && ! $supportRequest->handled_by) {
            $payload['handled_by'] = $handledBy;
        }

        $payload['resolved_at'] = $status === SupportRequestStatusEnum::RESOLVED->value ? now() : null;

        $supportRequest->update($payload);

        return $supportRequest->fresh('handler');
    }

    private function sendAlert(SupportRequest $supportRequest): void
    {
        $recipient = config('services.support.email');

        if (! $recipient) {
            return;
        }

        try {
            Mail::to($recipient)->send(new SupportRequestAlert($supportRequest));
        } catch (\Throwable $e) {
            // Alerta é best-effort: o registro no backoffice continua sendo a fonte da verdade.
            Log::error('Support request alert email failed', [
                'support_request_id' => $supportRequest->id,
                'error'              => $e->getMessage(),
            ]);
        }
    }
}