fix(handoff): un solo ticket abierto por conversación (ticket #1EB810)

src/db/tickets.ts

@@ -42,6 +42,15 @@ export class TicketsRepo {
     );
   }
 
+  /** Añade contexto a un ticket que sigue abierto (mismo hilo, sin crear otro). */
+  async appendSummary(id: string, extra: string): Promise<void> {
+    const ticket = await this.getById(id);
+    if (!ticket) return;
+    // Conserva el contexto más reciente si el hilo se alarga.
+    const summary = `${ticket.summary}\n${extra}`.slice(-4000);
+    await this.db.run("UPDATE tickets SET summary = ? WHERE id = ?", [summary, id]);
+  }
+
   async resolve(id: string, resolvedBy: string): Promise<void> {
     await this.db.run(
       "UPDATE tickets SET status = 'resolved', resolved_at = ?, resolved_by = ? WHERE id = ?",

src/tools/handoffHuman.ts

@@ -20,14 +20,31 @@ export function handoffHumanTool(env: Env, getConversationId: () => string | nul
       const convId = getConversationId();
       const db = new Db(env.DB);
       const tickets = new TicketsRepo(db);
+      const convs = convId ? new ConversationsRepo(db) : null;
+      const note = `[${reason}] ${summary}`;
+
+      // Un cliente que insiste sobre el mismo traspaso no abre otro ticket:
+      // el anterior quedaría abierto, huérfano de la conversación, y el dueño
+      // recibiría un aviso por cada mensaje.
+      if (convId && convs) {
+        const conv = await convs.getById(convId);
+        const existingId = conv?.open_ticket_id;
+        if (existingId) {
+          const existing = await tickets.getById(existingId);
+          if (existing && existing.status !== "resolved") {
+            await tickets.appendSummary(existing.id, note);
+            return { ticketId: existing.id };
+          }
+        }
+      }
+
       const ticketId = await tickets.create({
         conversationId: convId,
         category,
-        summary: `[${reason}] ${summary}`,
+        summary: note,
         transcript: "", // populated by agent if it has access; left blank otherwise
       });
-      if (convId) {
-        const convs = new ConversationsRepo(db);
+      if (convId && convs) {
         await convs.setOpenTicket(convId, ticketId);
       }
 

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";
@@ -28,6 +28,10 @@ beforeEach(async () => {
   };
 });
 
+afterEach(() => {
+  vi.restoreAllMocks();
+});
+
 describe("handoffHumanTool", () => {
   it("creates a ticket row in D1 even without Resend key", async () => {
     const envNoResend = { ...env, RESEND_API_KEY: undefined };
@@ -45,4 +49,83 @@ describe("handoffHumanTool", () => {
     expect(list).toHaveLength(1);
     expect(list[0].summary).toContain("María");
   });
+
+  it("reuses the open ticket on later handoffs and notifies the owner only once", async () => {
+    const fetchSpy = vi.spyOn(globalThis, "fetch").mockResolvedValue(new Response("ok"));
+    const envNotify = {
+      ...env,
+      RESEND_API_KEY: undefined,
+      TELEGRAM_BOT_TOKEN: "123:abc",
+      OWNER_TELEGRAM_CHAT_ID: "999",
+    };
+    const tool = handoffHumanTool(envNotify, () => convId);
+    const first = await tool.execute!(
+      { reason: "humano", summary: "quiere que lo llamen", category: "product" },
+      {} as any,
+    );
+    const second = await tool.execute!(
+      { reason: "humano", summary: "pregunta otra vez cuándo lo llaman", category: "product" },
+      {} as any,
+    );
+    const third = await tool.execute!(
+      { reason: "humano", summary: "insiste con la misma llamada", category: "product" },
+      {} 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);
+    expect(list[0].summary).toContain("quiere que lo llamen");
+    expect(list[0].summary).toContain("pregunta otra vez cuándo lo llaman");
+    expect(list[0].summary).toContain("insiste con la misma llamada");
+
+    const conv = await new ConversationsRepo(new Db(env.DB)).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("opens a fresh ticket after the previous one was resolved", async () => {
+    const fetchSpy = vi.spyOn(globalThis, "fetch").mockResolvedValue(new Response("ok"));
+    const envNotify = {
+      ...env,
+      RESEND_API_KEY: undefined,
+      TELEGRAM_BOT_TOKEN: "123:abc",
+      OWNER_TELEGRAM_CHAT_ID: "999",
+    };
+    const tool = handoffHumanTool(envNotify, () => convId);
+    const first = await tool.execute!(
+      { reason: "humano", summary: "primera solicitud", category: "other" },
+      {} as any,
+    );
+    const firstId = (first as { ticketId: string }).ticketId;
+    await tickets.resolve(firstId, "dueno@negocio.com");
+
+    const second = await tool.execute!(
+      { reason: "humano", summary: "otra solicitud ya resuelta la anterior", category: "other" },
+      {} 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(open[0].summary).toContain("otra solicitud");
+
+    const conv = await new ConversationsRepo(new Db(env.DB)).getById(convId);
+    expect(conv?.open_ticket_id).toBe(secondId);
+
+    const telegramCalls = fetchSpy.mock.calls.filter((c) =>
+      String(c[0]).includes("api.telegram.org"),
+    );
+    expect(telegramCalls).toHaveLength(2);
+  });
 });