Ajoute technicien, compteur d'interactions et alerte "en attente" aux tickets GLPI

- Affiche le technicien responsable (avec repli sur le technicien assigné)
  sur chaque ticket du tableau de bord.
- Compte les interactions technicien/demandeur en combinant suivis ET
  tâches GLPI — les techniciens répondent parfois via une tâche plutôt
  qu'un suivi, un premier passage qui ne comptait que les suivis sous-
  estimait donc les échanges et déclenchait de fausses alertes.
- Signale visuellement (bordure + fond ambre, pictogramme ⚠️) les tickets
  dont la dernière interaction vient du demandeur, en comparant la date du
  dernier suivi et de la dernière tâche pour déterminer qui a parlé en
  dernier.

Co-Authored-By: Claude Sonnet 5 <noreply@anthropic.com>

app/Services/Glpi/GlpiClient.php

@@ -2,6 +2,8 @@
 
 namespace App\Services\Glpi;
 
+use Illuminate\Support\Arr;
+use Illuminate\Support\Collection;
 use Illuminate\Support\Facades\Cache;
 use Illuminate\Support\Facades\Http;
 use Illuminate\Support\Facades\Log;
@@ -104,7 +106,11 @@ class GlpiClient
                         // engine; excluding a value only works via a negated AND link.
                         ['link' => 'AND NOT', 'field' => 12, 'searchtype' => 'equals', 'value' => self::STATUS_CLOSED],
                     ],
-                    'forcedisplay' => [2, 1, 12, 3, 7, 21, 19],
+                    // 4 = demandeur, 27 = nombre de suivis, 28 = nombre de tâches (les
+                    // techniciens répondent parfois via une tâche plutôt qu'un suivi —
+                    // les deux comptent comme des interactions), 95 = technicien
+                    // responsable, 5 = technicien assigné (repli si 95 n'est pas renseigné).
+                    'forcedisplay' => [2, 1, 12, 3, 4, 7, 21, 27, 28, 95, 5, 19],
                     'sort' => 19,
                     'order' => 'DESC',
                     'range' => '0-'.($limit - 1),
@@ -116,18 +122,51 @@ class GlpiClient
 
             $rows = $response->json('data') ?? [];
 
-            $tickets = collect($rows)->map(fn (array $row) => [
+            $technicianIds = collect($rows)
-                'id' => $row['2'],
+                ->flatMap(fn (array $row) => [
-                'title' => $this->decodeText((string) $row['1']),
+                    ...Arr::wrap($row['95'] ?? null),
-                'status' => (int) $row['12'],
+                    ...Arr::wrap($row['5'] ?? null),
-                'status_label' => self::STATUSES[(int) $row['12']] ?? 'Inconnu',
+                ])
-                'category' => filled($row['7'] ?? null) ? $this->decodeText((string) $row['7']) : null,
+                ->filter()
-                'excerpt' => $this->excerpt($row['21'] ?? null),
+                ->unique()
-                'priority' => (int) $row['3'],
+                ->values();
-                'priority_label' => self::PRIORITIES[(int) $row['3']] ?? 'Inconnue',
+
-                'date_mod' => $row['19'],
+            $technicianNames = $this->resolveUserNames($sessionToken, $technicianIds);
-                'url' => $this->ticketUrl((int) $row['2']),
+            $lastInteractionAuthors = $this->fetchLastInteractionAuthors($sessionToken, $rows);
-            ])->all();
+
+            $tickets = collect($rows)->map(function (array $row) use ($technicianNames, $lastInteractionAuthors) {
+                $technicianIds = filled($row['95'] ?? null) ? Arr::wrap($row['95']) : Arr::wrap($row['5'] ?? null);
+                $followupsCount = (int) ($row['27'] ?? 0);
+                $tasksCount = (int) ($row['28'] ?? 0);
+                $requesterIds = array_map('strval', Arr::wrap($row['4'] ?? null));
+
+                // Nothing yet means the only thing on the ticket is the
+                // requester's own opening message — nobody from support has
+                // replied (via a followup or a task). Otherwise, check who
+                // wrote whichever of those came in last.
+                $lastAuthor = ($followupsCount === 0 && $tasksCount === 0)
+                    ? Arr::first($requesterIds)
+                    : ($lastInteractionAuthors[(string) $row['2']] ?? null);
+
+                return [
+                    'id' => $row['2'],
+                    'title' => $this->decodeText((string) $row['1']),
+                    'status' => (int) $row['12'],
+                    'status_label' => self::STATUSES[(int) $row['12']] ?? 'Inconnu',
+                    'category' => filled($row['7'] ?? null) ? $this->decodeText((string) $row['7']) : null,
+                    'excerpt' => $this->excerpt($row['21'] ?? null),
+                    'priority' => (int) $row['3'],
+                    'priority_label' => self::PRIORITIES[(int) $row['3']] ?? 'Inconnue',
+                    'interactions_count' => $followupsCount + $tasksCount,
+                    'awaiting_technician' => $lastAuthor !== null && in_array((string) $lastAuthor, $requesterIds, true),
+                    'technician' => collect($technicianIds)
+                        ->map(fn ($id) => $technicianNames[$id] ?? null)
+                        ->filter()
+                        ->implode(', ') ?: null,
+                    'date_mod' => $row['19'],
+                    'url' => $this->ticketUrl((int) $row['2']),
+                ];
+            })->all();
 
             return [
                 'tickets' => $tickets,
@@ -137,6 +176,123 @@ class GlpiClient
         });
     }
 
+    /**
+     * The search engine can count followups (option 27) and tasks (option 28)
+     * but doesn't expose who wrote the most recent one of either — and
+     * technicians in this GLPI instance sometimes reply via a task instead of
+     * a followup, so both have to be checked. For every ticket that has at
+     * least one of either, fetch its last followup AND its last task, then
+     * keep whichever is more recent. Run all those lookups concurrently
+     * (Http::pool) so an 8-ticket dashboard panel costs one round trip, not
+     * up to sixteen sequential ones.
+     *
+     * @param  array<int, array<string, mixed>>  $rows
+     * @return array<string, string> ticket id => author user id
+     */
+    protected function fetchLastInteractionAuthors(string $sessionToken, array $rows): array
+    {
+        $ticketIds = collect($rows)
+            ->filter(fn (array $row) => (int) ($row['27'] ?? 0) > 0 || (int) ($row['28'] ?? 0) > 0)
+            ->pluck('2')
+            ->all();
+
+        if (empty($ticketIds)) {
+            return [];
+        }
+
+        $subItemParams = ['sort' => 'date', 'order' => 'DESC', 'range' => '0-0'];
+
+        $responses = Http::pool(fn ($pool) => collect($ticketIds)->flatMap(fn ($ticketId) => [
+            $pool->as("followup-{$ticketId}")->withHeaders($this->headers($sessionToken))
+                ->get("{$this->baseUrl}/Ticket/{$ticketId}/ITILFollowup", $subItemParams),
+            $pool->as("task-{$ticketId}")->withHeaders($this->headers($sessionToken))
+                ->get("{$this->baseUrl}/Ticket/{$ticketId}/TicketTask", $subItemParams),
+        ])->all());
+
+        $latestPerTicket = [];
+
+        foreach (['followup', 'task'] as $type) {
+            foreach ($ticketIds as $ticketId) {
+                $response = $responses["{$type}-{$ticketId}"] ?? null;
+
+                if (! $response instanceof \Illuminate\Http\Client\Response || $response->failed()) {
+                    continue;
+                }
+
+                $entry = $response->json('0');
+
+                if (! isset($entry['users_id'], $entry['date'])) {
+                    continue;
+                }
+
+                $ticketId = (string) $ticketId;
+                $existing = $latestPerTicket[$ticketId] ?? null;
+
+                if ($existing === null || $entry['date'] > $existing['date']) {
+                    $latestPerTicket[$ticketId] = $entry;
+                }
+            }
+        }
+
+        return collect($latestPerTicket)->map(fn ($entry) => (string) $entry['users_id'])->all();
+    }
+
+    /**
+     * Ticket search results only carry raw GLPI user IDs for the technician
+     * fields (unlike single-value dropdowns such as category, these aren't
+     * auto-resolved to a display name) — batch-resolve them by name in one
+     * extra call within the same session.
+     *
+     * @param  Collection<int, int|string>  $userIds
+     * @return array<string, string> id => "Firstname Lastname"
+     */
+    protected function resolveUserNames(string $sessionToken, Collection $userIds): array
+    {
+        if ($userIds->isEmpty()) {
+            return [];
+        }
+
+        $response = Http::withHeaders($this->headers($sessionToken))
+            ->get("{$this->baseUrl}/search/User", [
+                'criteria' => $this->buildOrCriteria(2, $userIds->all()),
+                'forcedisplay' => [2, 9, 34],
+                'range' => '0-'.($userIds->count() - 1),
+            ]);
+
+        if ($response->failed()) {
+            return [];
+        }
+
+        return collect($response->json('data') ?? [])
+            ->mapWithKeys(function (array $row) {
+                $name = trim(($row['9'] ?? '').' '.($row['34'] ?? ''));
+
+                return [(string) $row['2'] => $name !== '' ? $name : null];
+            })
+            ->filter()
+            ->all();
+    }
+
+    /**
+     * Builds a GLPI search "criteria" array matching any of the given values
+     * against a single field, e.g. field=2 equals 5 OR field=2 equals 9.
+     */
+    protected function buildOrCriteria(int $field, array $values): array
+    {
+        $criteria = [];
+
+        foreach (array_values($values) as $index => $value) {
+            $criteria[] = [
+                ...($index > 0 ? ['link' => 'OR'] : []),
+                'field' => $field,
+                'searchtype' => 'equals',
+                'value' => $value,
+            ];
+        }
+
+        return $criteria;
+    }
+
     /**
      * GLPI's ticket description comes back as HTML, itself HTML-entity-encoded
      * (e.g. "&#60;p&#62;" for "<p>"). Strip markup and trim to a short

resources/views/components/organizations/⚡dashboard.blade.php

@@ -373,10 +373,13 @@ new class extends Component
             @else
                 <ul class="divide-y divide-slate-100">
                     @foreach ($glpiTickets as $ticket)
-                        <li class="py-2.5 text-sm">
+                        <li class="py-2.5 text-sm {{ $ticket['awaiting_technician'] ? '-mx-4 border-l-4 border-amber-400 bg-amber-50 px-4' : '' }}">
                             <div class="flex items-start justify-between gap-4">
                                 <a href="{{ $ticket['url'] }}" target="_blank" rel="noopener"
                                    class="min-w-0 font-medium text-slate-900 hover:underline">
+                                    @if ($ticket['awaiting_technician'])
+                                        <span aria-hidden="true" title="En attente d'une réponse du technicien">⚠️</span>
+                                    @endif
                                     #{{ $ticket['id'] }} — {{ $ticket['title'] }}
                                 </a>
                                 <div class="flex shrink-0 items-center gap-1.5">
@@ -403,11 +406,22 @@ new class extends Component
                                 <p class="mt-1 text-xs text-slate-600">{{ $ticket['excerpt'] }}</p>
                             @endif
 
-                            <p class="mt-1 text-xs text-slate-400">
+                            <p class="mt-1 flex flex-wrap items-center gap-x-1.5 gap-y-1 text-xs text-slate-400">
-                                {{ \Illuminate\Support\Carbon::parse($ticket['date_mod'])->diffForHumans() }}
+                                <span>{{ \Illuminate\Support\Carbon::parse($ticket['date_mod'])->diffForHumans() }}</span>
                                 @if ($ticket['category'])
-                                    &middot; {{ $ticket['category'] }}
+                                    <span aria-hidden="true">&middot;</span>
+                                    <span>{{ $ticket['category'] }}</span>
                                 @endif
+                                @if ($ticket['technician'])
+                                    <span aria-hidden="true">&middot;</span>
+                                    <span class="inline-flex items-center gap-1" title="Technicien responsable">
+                                        <span aria-hidden="true">👤</span> {{ $ticket['technician'] }}
+                                    </span>
+                                @endif
+                                <span aria-hidden="true">&middot;</span>
+                                <span class="inline-flex items-center gap-1" title="Échanges entre le technicien et le demandeur (suivis + tâches)">
+                                    <span aria-hidden="true">💬</span> {{ $ticket['interactions_count'] }}
+                                </span>
                             </p>
                         </li>
                     @endforeach