fix(handoff): no duplicar tickets al repetir el traspaso (#09A022)

src/db/tickets.ts

@@ -36,6 +36,20 @@ export class TicketsRepo {
     return this.db.first<Ticket>("SELECT * FROM tickets WHERE id = ?", [id]);
   }
 
+  /**
+   * Ticket aún abierto (open o in_progress) de esta conversación, el más reciente.
+   * Sirve para no abrir otro cuando el cliente repite el pedido de humano.
+   */
+  async findOpenByConversation(conversationId: string): Promise<Ticket | null> {
+    return this.db.first<Ticket>(
+      `SELECT * FROM tickets
+       WHERE conversation_id = ? AND status != 'resolved'
+       ORDER BY created_at DESC
+       LIMIT 1`,
+      [conversationId],
+    );
+  }
+
   async listOpen(): Promise<Ticket[]> {
     return this.db.all<Ticket>(
       "SELECT * FROM tickets WHERE status != 'resolved' ORDER BY created_at DESC",

src/tools/handoffHuman.ts

@@ -10,7 +10,7 @@ import { isPro } from "../config";
 export function handoffHumanTool(env: Env, getConversationId: () => string | null) {
   return tool({
     description:
-      "Crea un ticket para el dueño + le manda email. Usalo cuando el bot no puede resolver o el cliente pide humano explícitamente.",
+      "Crea un ticket para el dueño + le manda email. Usalo cuando el bot no puede resolver o el cliente pide humano explícitamente. Si esa conversación ya tiene un ticket abierto, reutiliza ese y no avisa otra vez.",
     inputSchema: z.object({
       reason: z.string().describe("Categoría corta del problema"),
       summary: z.string().max(300).describe("Resumen en 1 frase del contexto"),
@@ -20,6 +20,18 @@ export function handoffHumanTool(env: Env, getConversationId: () => string | nul
       const convId = getConversationId();
       const db = new Db(env.DB);
       const tickets = new TicketsRepo(db);
+
+      // El cliente que insiste ("quiero una persona" varias veces) no abre un
+      // ticket nuevo ni vuelve a avisar al dueño. open_ticket_id queda en el
+      // ticket que sigue abierto, no en un duplicado.
+      if (convId) {
+        const existing = await tickets.findOpenByConversation(convId);
+        if (existing) {
+          await new ConversationsRepo(db).setOpenTicket(convId, existing.id);
+          return { ticketId: existing.id };
+        }
+      }
+
       const ticketId = await tickets.create({
         conversationId: convId,
         category,

test/tools/handoffHuman.test.ts

@@ -1,4 +1,4 @@
-import { describe, it, expect, beforeEach, vi } from "vitest";
+import { describe, it, expect, beforeEach, afterEach, vi } from "vitest";
 import { createTestMiniflare } from "../helpers/miniflareSetup";
 import { Db } from "../../src/db/client";
 import { TicketsRepo } from "../../src/db/tickets";
@@ -7,16 +7,22 @@ import { handoffHumanTool } from "../../src/tools/handoffHuman";
 
 let env: any;
 let tickets: TicketsRepo;
+let convs: ConversationsRepo;
 let convId: string;
 
+afterEach(() => {
+  vi.restoreAllMocks();
+});
+
 beforeEach(async () => {
   const mf = await createTestMiniflare();
   const d1 = await mf.getD1Database("DB");
   const db = new Db(d1 as any);
   tickets = new TicketsRepo(db);
+  convs = new ConversationsRepo(db);
   // The tickets table FKs conversation_id -> conversations(id), so we need a
   // real conversation row before the tool can attach a ticket to it.
-  const conv = await new ConversationsRepo(db).getOrCreate("telegram", "u1");
+  const conv = await convs.getOrCreate("telegram", "u1");
   convId = conv.id;
   env = {
     DB: d1,
@@ -45,4 +51,89 @@ describe("handoffHumanTool", () => {
     expect(list).toHaveLength(1);
     expect(list[0].summary).toContain("María");
   });
+
+  it("reuses the open ticket and notifies the owner only once when the customer repeats the request", async () => {
+    const fetchSpy = vi.spyOn(globalThis, "fetch").mockResolvedValue(new Response("{}", { status: 200 }));
+    const envTelegram = {
+      ...env,
+      RESEND_API_KEY: undefined,
+      TELEGRAM_BOT_TOKEN: "123:abc",
+      OWNER_TELEGRAM_CHAT_ID: "99",
+    };
+    const tool = handoffHumanTool(envTelegram, () => convId);
+    const args = {
+      reason: "humano",
+      summary: "quiere hablar con una persona",
+      category: "product" as const,
+    };
+
+    const first = await tool.execute!(args, {} as any);
+    const second = await tool.execute!(args, {} as any);
+    const third = await tool.execute!(
+      { ...args, summary: "insiste, que lo comuniquen ya" },
+      {} as any,
+    );
+
+    const ticketId = (first as { ticketId: string }).ticketId;
+    expect((second as { ticketId: string }).ticketId).toBe(ticketId);
+    expect((third as { ticketId: string }).ticketId).toBe(ticketId);
+
+    const list = await tickets.listOpen();
+    expect(list).toHaveLength(1);
+    expect(list[0].id).toBe(ticketId);
+
+    const conv = await convs.getById(convId);
+    expect(conv?.open_ticket_id).toBe(ticketId);
+
+    const telegramCalls = fetchSpy.mock.calls.filter((c) =>
+      String(c[0]).includes("api.telegram.org"),
+    );
+    expect(telegramCalls).toHaveLength(1);
+  });
+
+  it("reuses a ticket that is already in progress", async () => {
+    const envNoResend = { ...env, RESEND_API_KEY: undefined };
+    const tool = handoffHumanTool(envNoResend, () => convId);
+    const first = await tool.execute!(
+      { reason: "humano", summary: "primera", category: "other" },
+      {} as any,
+    );
+    const ticketId = (first as { ticketId: string }).ticketId;
+    await env.DB.prepare("UPDATE tickets SET status = 'in_progress' WHERE id = ?").bind(ticketId).run();
+
+    const second = await tool.execute!(
+      { reason: "humano", summary: "sigue pidiendo una persona", category: "other" },
+      {} as any,
+    );
+    expect((second as { ticketId: string }).ticketId).toBe(ticketId);
+    const open = await tickets.listOpen();
+    expect(open).toHaveLength(1);
+    expect(open[0].id).toBe(ticketId);
+    expect((await convs.getById(convId))?.open_ticket_id).toBe(ticketId);
+  });
+
+  it("opens a new ticket after the previous one was resolved", async () => {
+    const envNoResend = { ...env, RESEND_API_KEY: undefined };
+    const tool = handoffHumanTool(envNoResend, () => convId);
+    const args = {
+      reason: "humano",
+      summary: "primera vez",
+      category: "product" as const,
+    };
+    const first = await tool.execute!(args, {} as any);
+    const firstId = (first as { ticketId: string }).ticketId;
+    await tickets.resolve(firstId, "owner@test.com");
+
+    const second = await tool.execute!(
+      { ...args, summary: "volvió a pedir una persona" },
+      {} as any,
+    );
+    const secondId = (second as { ticketId: string }).ticketId;
+    expect(secondId).not.toBe(firstId);
+
+    const open = await tickets.listOpen();
+    expect(open).toHaveLength(1);
+    expect(open[0].id).toBe(secondId);
+    expect((await convs.getById(convId))?.open_ticket_id).toBe(secondId);
+  });
 });