System zgłoszeń serwisowych IT

{
  "tickets": [
    {
      "id": 1,
      "ticket_number": "IT-2026-0001",
      "title": "Nie działa drukarka w pokoju 203",
      "description": "Drukarka HP LaserJet nie drukuje. Świeci się czerwona kontrolka błędu. Problem występuje od wczoraj.",
      "category": "hardware",
      "location": "Sala 203",
      "priority": "high",
      "status": "in_progress",
      "reporter_name": "Jan Kowalski",
      "reporter_email": "jan.kowalski@szkola.pl",
      "assigned_to": "admin",
      "created_at": "2026-02-10 09:30:00",
      "updated_at": "2026-02-10 11:00:00",
      "resolved_at": null
    },
    {
      "id": 2,
      "ticket_number": "IT-2026-0002",
      "title": "Prośba o instalację programu Excel",
      "description": "Potrzebuję Microsoft Excel na stanowisku w sekretariacie do raportów.",
      "category": "software",
      "location": "Sekretariat",
      "priority": "low",
      "status": "new",
      "reporter_name": "Anna Nowak",
      "reporter_email": "anna.nowak@szkola.pl",
      "assigned_to": null,
      "created_at": "2026-02-11 14:20:00",
      "updated_at": "2026-02-11 14:20:00",
      "resolved_at": null
    }
  ]
}

function generateTicketNumber(array $tickets): string {
    $year = date('Y');
    $prefix = "IT-$year-";

    $maxSeq = 0;
    foreach ($tickets as $ticket) {
        if (strpos($ticket['ticket_number'], $prefix) === 0) {
            $seq = (int) substr($ticket['ticket_number'], strlen($prefix));
            $maxSeq = max($maxSeq, $seq);
        }
    }

    return $prefix . str_pad($maxSeq + 1, 4, '0', STR_PAD_LEFT);
}

$title = trim($_POST['title'] ?? '');
$description = trim($_POST['description'] ?? '');
$location = trim($_POST['location'] ?? '');
$priority = $_POST['priority'] ?? '';
$category = $_POST['category'] ?? '';

if (empty($title)) {
    $errors[] = "Temat zgłoszenia jest wymagany";
}

if (strlen($title) < 5) {
    $errors[] = "Temat musi mieć minimum 5 znaków";
}

$validPriorities = ['low', 'medium', 'high', 'critical'];
if (!in_array($priority, $validPriorities)) {
    $errors[] = "Wybierz poprawny priorytet";
}

$validCategories = ['hardware', 'software', 'network', 'other'];
if (!in_array($category, $validCategories)) {
    $errors[] = "Wybierz poprawną kategorię";
}

function getPriorities(): array {
    return [
        'low' => ['label' => 'Niski', 'color' => '#27ae60', 'icon' => '🟢'],
        'medium' => ['label' => 'Średni', 'color' => '#f39c12', 'icon' => '🟡'],
        'high' => ['label' => 'Wysoki', 'color' => '#e67e22', 'icon' => '🟠'],
        'critical' => ['label' => 'Krytyczny', 'color' => '#e74c3c', 'icon' => '🔴'],
    ];
}

function getStatuses(): array {
    return [
        'new' => ['label' => 'Nowe', 'color' => '#3498db', 'icon' => '📬'],
        'in_progress' => ['label' => 'W realizacji', 'color' => '#f39c12', 'icon' => '⚙️'],
        'waiting' => ['label' => 'Oczekuje', 'color' => '#9b59b6', 'icon' => '⏳'],
        'done' => ['label' => 'Zamknięte', 'color' => '#27ae60', 'icon' => '✅'],
    ];
}

function getCategories(): array {
    return [
        'hardware' => ['label' => 'Sprzęt', 'icon' => '🖥️'],
        'software' => ['label' => 'Oprogramowanie', 'icon' => '💿'],
        'network' => ['label' => 'Sieć', 'icon' => '🌐'],
        'other' => ['label' => 'Inne', 'icon' => '📋'],
    ];
}

function changeTicketStatus(array &$tickets, int $ticketId, string $newStatus): bool {
    $validStatuses = array_keys(getStatuses());

    if (!in_array($newStatus, $validStatuses)) {
        return false;
    }

    foreach ($tickets as &$ticket) {
        if ($ticket['id'] === $ticketId) {
            $ticket['status'] = $newStatus;
            $ticket['updated_at'] = date('Y-m-d H:i:s');

            if ($newStatus === 'done') {
                $ticket['resolved_at'] = date('Y-m-d H:i:s');
            }

            return true;
        }
    }

    return false;
}

// Dozwolone przejścia statusów
function getAllowedTransitions(string $currentStatus): array {
    $transitions = [
        'new' => ['in_progress', 'done'],
        'in_progress' => ['waiting', 'done', 'new'],
        'waiting' => ['in_progress', 'done'],
        'done' => ['new'], // Reopen
    ];

    return $transitions[$currentStatus] ?? [];
}

function filterTickets(array $tickets, ?string $status = null, ?string $priority = null, ?string $category = null): array {
    return array_filter($tickets, function($ticket) use ($status, $priority, $category) {
        if ($status && $ticket['status'] !== $status) return false;
        if ($priority && $ticket['priority'] !== $priority) return false;
        if ($category && $ticket['category'] !== $category) return false;
        return true;
    });
}

function sortTickets(array $tickets, string $sortBy = 'created_at', string $order = 'desc'): array {
    // Priorytet sortowania: critical > high > medium > low
    $priorityOrder = ['critical' => 0, 'high' => 1, 'medium' => 2, 'low' => 3];

    usort($tickets, function($a, $b) use ($sortBy, $order, $priorityOrder) {
        if ($sortBy === 'priority') {
            $result = ($priorityOrder[$a['priority']] ?? 99) - ($priorityOrder[$b['priority']] ?? 99);
        } else {
            $result = strcmp($a[$sortBy] ?? '', $b[$sortBy] ?? '');
        }

        return $order === 'desc' ? -$result : $result;
    });

    return $tickets;
}

function getTicketStatistics(array $tickets): array {
    $stats = [
        'total' => count($tickets),
        'by_status' => [],
        'by_priority' => [],
        'by_category' => [],
        'avg_resolution_time' => 0,
    ];

    $resolutionTimes = [];

    foreach ($tickets as $ticket) {
        // Zliczanie po statusie
        $status = $ticket['status'];
        $stats['by_status'][$status] = ($stats['by_status'][$status] ?? 0) + 1;

        // Zliczanie po priorytecie
        $priority = $ticket['priority'];
        $stats['by_priority'][$priority] = ($stats['by_priority'][$priority] ?? 0) + 1;

        // Zliczanie po kategorii
        $category = $ticket['category'];
        $stats['by_category'][$category] = ($stats['by_category'][$category] ?? 0) + 1;

        // Czas realizacji dla zamkniętych
        if ($ticket['status'] === 'done' && !empty($ticket['resolved_at'])) {
            $created = strtotime($ticket['created_at']);
            $resolved = strtotime($ticket['resolved_at']);
            $resolutionTimes[] = ($resolved - $created) / 3600; // w godzinach
        }
    }

    if (!empty($resolutionTimes)) {
        $stats['avg_resolution_time'] = round(array_sum($resolutionTimes) / count($resolutionTimes), 1);
    }

    return $stats;
}