feat: Google Sheet integration, tech resolution, DIC#/NTT# prefixes, Ready for Return, Disco write-back

Services/ServiceTrackerService.cs

@@ -9,7 +9,7 @@ namespace Disco.Plugins.ServiceTracker.Services
 {
     public class ServiceTrackerService
     {
-        public const string PluginVersion = "1.1.0";
+        public const string PluginVersion = "1.2.0";
 
         private readonly DiscoDataContext _database;
         private readonly ServiceTrackerDataStore _dataStore;
@@ -22,15 +22,20 @@ namespace Disco.Plugins.ServiceTracker.Services
             _config = dataStore.LoadConfig();
         }
 
+        public ServiceTrackerConfig Config { get { return _config; } }
+
         public DashboardViewModel BuildDashboard(string filterPriority = null, string filterLocation = null,
             string filterStatus = null, string filterTech = null, string sortBy = "due")
         {
+            var tiles = new List<DashboardTile>();
+            string sheetError = null;
+
+            // --- Disco Jobs ---
             var openJobs = _database.Jobs
                 .Include("Device").Include("Device.DeviceModel")
                 .Include("User").Include("OpenedTechUser")
                 .Include("JobType").Include("JobSubTypes")
-                .Where(j => j.ClosedDate == null)
+                .Where(j => j.ClosedDate == null).ToList();
-                .ToList();
 
             var allTickets = _dataStore.LoadAllTickets();
             var ticketLookup = allTickets.ToDictionary(t => t.JobId, t => t);
@@ -48,55 +53,100 @@ namespace Disco.Plugins.ServiceTracker.Services
                 }
             }
 
-            var tiles = new List<DashboardTile>();
             foreach (var job in openJobs)
             {
                 ServiceTicket ticket;
                 ticketLookup.TryGetValue(job.Id, out ticket);
-                tiles.Add(BuildTile(job, ticket));
+                tiles.Add(BuildDiscoTile(job, ticket));
             }
 
-            if (!string.IsNullOrEmpty(filterPriority))
+            // --- Google Sheet ---
-                tiles = tiles.Where(t => t.PriorityId == filterPriority).ToList();
+            int sheetCount = 0;
-            if (!string.IsNullOrEmpty(filterLocation))
+            if (_config.GoogleSheet != null && _config.GoogleSheet.Enabled)
-                tiles = tiles.Where(t => t.LocationId == filterLocation).ToList();
+            {
-            if (!string.IsNullOrEmpty(filterStatus))
+                try
-                tiles = tiles.Where(t => t.StatusOverride == filterStatus).ToList();
+                {
-            if (!string.IsNullOrEmpty(filterTech))
+                    var sheetSvc = new GoogleSheetService(_config.GoogleSheet, _dataStore.DataDirectory);
-                tiles = tiles.Where(t => t.AssignedTechId == filterTech).ToList();
+                    var sheetResult = sheetSvc.FetchTickets();
+                    if (sheetResult.Error != null)
+                    {
+                        sheetError = sheetResult.Error;
+                    }
+                    else
+                    {
+                        if (sheetResult.Warning != null) sheetError = sheetResult.Warning;
+                        var extTickets = _dataStore.LoadExternalTickets();
+                        var extLookup = extTickets.ToDictionary(t => t.JobId, t => t);
 
+                        foreach (var ext in sheetResult.Tickets)
+                        {
+                            ServiceTicket st;
+                            if (!extLookup.TryGetValue(ext.InternalId, out st))
+                            {
+                                st = new ServiceTicket
+                                {
+                                    JobId = ext.InternalId, Source = "ntt",
+                                    PriorityId = MapSheetPriority(ext.RawPriority),
+                                    LocationId = _config.DefaultLocationId,
+                                    AssignedTechId = ResolveSheetTech(ext.AssignedTo),
+                                    Summary = ext.IssueDescription,
+                                    CreatedDate = ext.Timestamp, LastModifiedDate = DateTime.Now
+                                };
+                                _dataStore.SaveExternalTicket(st);
+                                extLookup[ext.InternalId] = st;
+                            }
+                            tiles.Add(BuildSheetTile(ext, st));
+                            sheetCount++;
+                        }
+                    }
+                }
+                catch (Exception ex)
+                {
+                    sheetError = "Sheet error: " + ex.Message;
+                }
+            }
+
+            // --- Ready for Return ---
+            var readyForReturn = tiles.Where(t =>
+            {
+                var status = (t.StatusOverride ?? t.DiscoStatus ?? "").ToLower();
+                return status.Contains("ready for return") || status.Contains("ready for pickup");
+            }).ToList();
+
+            // Remove from main tiles
+            var mainTiles = tiles.Where(t => !readyForReturn.Contains(t)).ToList();
+
+            // --- Filter ---
+            if (!string.IsNullOrEmpty(filterPriority)) mainTiles = mainTiles.Where(t => t.PriorityId == filterPriority).ToList();
+            if (!string.IsNullOrEmpty(filterLocation)) mainTiles = mainTiles.Where(t => t.LocationId == filterLocation).ToList();
+            if (!string.IsNullOrEmpty(filterStatus)) mainTiles = mainTiles.Where(t => t.StatusOverride == filterStatus).ToList();
+            if (!string.IsNullOrEmpty(filterTech)) mainTiles = mainTiles.Where(t => t.AssignedTechId == filterTech).ToList();
+
+            // --- Sort ---
             switch (sortBy)
             {
-                case "priority":
+                case "priority": mainTiles = mainTiles.OrderBy(t => t.PrioritySortOrder).ThenBy(t => t.SortDate).ToList(); break;
-                    tiles = tiles.OrderBy(t => t.PrioritySortOrder).ThenBy(t => t.SortDate).ToList();
+                case "age": mainTiles = mainTiles.OrderByDescending(t => t.AgeDays).ToList(); break;
-                    break;
+                case "modified": mainTiles = mainTiles.OrderByDescending(t => t.LastModifiedDate).ToList(); break;
-                case "age":
+                case "sla": mainTiles = mainTiles.OrderBy(t => t.IsSlaBreached ? 0 : t.IsSlaWarning ? 1 : 2)
-                    tiles = tiles.OrderByDescending(t => t.AgeDays).ToList();
+                    .ThenBy(t => t.SlaDeadline.HasValue ? t.SlaDeadline.Value : DateTime.MaxValue).ToList(); break;
-                    break;
+                default: mainTiles = mainTiles.OrderBy(t => t.SortDate).ToList(); break;
-                case "modified":
-                    tiles = tiles.OrderByDescending(t => t.LastModifiedDate).ToList();
-                    break;
-                case "sla":
-                    tiles = tiles.OrderBy(t => t.IsSlaBreached ? 0 : t.IsSlaWarning ? 1 : 2)
-                                .ThenBy(t => t.SlaDeadline.HasValue ? t.SlaDeadline.Value : DateTime.MaxValue).ToList();
-                    break;
-                case "due":
-                default:
-                    tiles = tiles.OrderBy(t => t.SortDate).ToList();
-                    break;
             }
 
+            var stats = BuildStats(mainTiles);
+            stats.FromGoogleSheet = sheetCount;
+
             return new DashboardViewModel
             {
-                Tiles = tiles,
+                Tiles = mainTiles, ReadyForReturn = readyForReturn,
-                Stats = BuildStats(tiles),
+                Stats = stats, Config = _config,
-                Config = _config,
                 CurrentFilter = filterPriority ?? filterLocation ?? filterStatus ?? "",
-                SortBy = sortBy
+                SortBy = sortBy, GoogleSheetError = sheetError
             };
         }
 
-        private DashboardTile BuildTile(Job job, ServiceTicket ticket)
+        // --- Build Disco Tile ---
+        private DashboardTile BuildDiscoTile(Job job, ServiceTicket ticket)
         {
             var now = DateTime.Now;
             var priorityId = (ticket != null ? ticket.PriorityId : null) ?? _config.DefaultPriorityId;
@@ -112,47 +162,29 @@ namespace Disco.Plugins.ServiceTracker.Services
                               && now > slaDeadline.Value.AddHours(-priority.SlaHours * 0.25);
 
             int ageDays = (int)(now - job.OpenedDate).TotalDays;
-            string ageBadge;
-            if (ageDays == 0) ageBadge = "Today";
-            else if (ageDays == 1) ageBadge = "1 day";
-            else if (ageDays < 7) ageBadge = ageDays + " days";
-            else if (ageDays < 30) ageBadge = (ageDays / 7) + " wk" + (ageDays / 7 > 1 ? "s" : "");
-            else ageBadge = (ageDays / 30) + " mo" + (ageDays / 30 > 1 ? "s" : "");
-
             var eta = (ticket != null ? ticket.EstimatedCompletion : null) ?? job.ExpectedClosedDate;
-            string etaDisplay = "\u2014";
-            if (eta.HasValue)
-            {
-                var etaDays = (int)(eta.Value - now).TotalDays;
-                if (etaDays < 0) etaDisplay = Math.Abs(etaDays) + "d overdue";
-                else if (etaDays == 0) etaDisplay = "Today";
-                else if (etaDays == 1) etaDisplay = "Tomorrow";
-                else etaDisplay = eta.Value.ToString("dd MMM");
-            }
-
-            DateTime sortDate = slaBreached && slaDeadline.HasValue ? slaDeadline.Value
-                              : eta.HasValue ? eta.Value
-                              : job.ExpectedClosedDate.HasValue ? job.ExpectedClosedDate.Value : job.OpenedDate;
 
             string discoStatus = "Open";
             if (job.WaitingForUserAction.HasValue) discoStatus = "Awaiting User Action";
             else if (job.DeviceHeld.HasValue && !job.DeviceReadyForReturn.HasValue) discoStatus = "Device Held";
             else if (job.DeviceReadyForReturn.HasValue && !job.DeviceReturnedDate.HasValue) discoStatus = "Ready for Return";
 
-            string latestNote = null;
+            string latestNote = null; int noteCount = 0;
-            int noteCount = 0;
             if (ticket != null && ticket.Notes != null && ticket.Notes.Count > 0)
             {
                 noteCount = ticket.Notes.Count;
                 var latest = ticket.Notes.OrderByDescending(n => n.Timestamp).First();
                 latestNote = latest.Content;
-                if (latestNote != null && latestNote.Length > 80)
+                if (latestNote != null && latestNote.Length > 80) latestNote = latestNote.Substring(0, 77) + "...";
-                    latestNote = latestNote.Substring(0, 77) + "...";
             }
 
+            // Resolve tech display name
+            var techId = ticket != null ? ticket.AssignedTechId : job.OpenedTechUserId;
+            var techName = ResolveTechName(techId);
+
             return new DashboardTile
             {
-                JobId = job.Id,
+                JobId = job.Id, Source = "disco", DisplayId = "DIC#" + job.Id,
                 JobTypeDescription = job.JobType != null ? job.JobType.Description : job.JobTypeId,
                 DeviceSerialNumber = job.DeviceSerialNumber ?? "\u2014",
                 DeviceModelDescription = job.Device != null && job.Device.DeviceModel != null ? job.Device.DeviceModel.Description : null,
@@ -161,169 +193,286 @@ namespace Disco.Plugins.ServiceTracker.Services
                 UserDisplayName = job.User != null ? job.User.DisplayName : job.UserId,
                 OpenedByTechId = job.OpenedTechUserId,
                 OpenedByTechName = job.OpenedTechUser != null ? job.OpenedTechUser.DisplayName : job.OpenedTechUserId,
-                OpenedDate = job.OpenedDate,
+                OpenedDate = job.OpenedDate, ExpectedClosedDate = job.ExpectedClosedDate, DiscoStatus = discoStatus,
-                ExpectedClosedDate = job.ExpectedClosedDate,
+                PriorityId = priorityId, PriorityName = priority != null ? priority.Name : "Unknown",
-                DiscoStatus = discoStatus,
+                PriorityColor = priority != null ? priority.Color : "#999", PrioritySortOrder = priority != null ? priority.SortOrder : 99,
-                PriorityId = priorityId,
+                LocationId = locationId, LocationName = location != null ? location.Name : "Unknown",
-                PriorityName = priority != null ? priority.Name : "Unknown",
+                LocationIcon = location != null ? location.Icon : "", LocationColor = location != null ? location.Color : "#999",
-                PriorityColor = priority != null ? priority.Color : "#999",
+                AssignedTechId = techId, AssignedTechName = techName,
-                PrioritySortOrder = priority != null ? priority.SortOrder : 99,
+                EstimatedCompletion = eta, SlaDeadline = slaDeadline,
-                LocationId = locationId,
-                LocationName = location != null ? location.Name : "Unknown",
-                LocationIcon = location != null ? location.Icon : "",
-                LocationColor = location != null ? location.Color : "#999",
-                AssignedTechId = ticket != null ? ticket.AssignedTechId : null,
-                AssignedTechName = ResolveUserName(ticket != null ? ticket.AssignedTechId : null),
-                EstimatedCompletion = eta,
-                SlaDeadline = slaDeadline,
                 StatusOverride = ticket != null && ticket.StatusOverride != null ? ticket.StatusOverride : discoStatus,
                 Summary = ticket != null ? ticket.Summary : null,
-                NoteCount = noteCount,
+                NoteCount = noteCount, LatestNote = latestNote,
-                LatestNote = latestNote,
                 LastModifiedDate = ticket != null ? ticket.LastModifiedDate : job.OpenedDate,
-                IsSlaBreached = slaBreached,
+                IsSlaBreached = slaBreached, IsSlaWarning = slaWarning,
-                IsSlaWarning = slaWarning,
+                AgeBadge = FormatAge(ageDays), AgeDays = ageDays, EtaDisplay = FormatEta(eta),
-                AgeBadge = ageBadge,
+                SortDate = slaBreached && slaDeadline.HasValue ? slaDeadline.Value : eta.HasValue ? eta.Value : job.ExpectedClosedDate.HasValue ? job.ExpectedClosedDate.Value : job.OpenedDate
-                AgeDays = ageDays,
-                EtaDisplay = etaDisplay,
-                SortDate = sortDate
             };
         }
 
+        // --- Build Sheet Tile ---
+        private DashboardTile BuildSheetTile(ExternalTicket ext, ServiceTicket st)
+        {
+            var now = DateTime.Now;
+            var priorityId = st != null ? st.PriorityId : MapSheetPriority(ext.RawPriority);
+            var priority = _config.Priorities.FirstOrDefault(p => p.Id == priorityId) ?? _config.Priorities.FirstOrDefault();
+            var locationId = st != null ? st.LocationId : _config.DefaultLocationId;
+            var location = _config.Locations.FirstOrDefault(l => l.Id == locationId) ?? _config.Locations.FirstOrDefault();
+            int ageDays = (int)(now - ext.Timestamp).TotalDays;
+            var techId = st != null ? st.AssignedTechId : ResolveSheetTech(ext.AssignedTo);
+
+            string latestNote = null; int noteCount = 0;
+            if (st != null && st.Notes != null && st.Notes.Count > 0)
+            {
+                noteCount = st.Notes.Count;
+                latestNote = st.Notes.OrderByDescending(n => n.Timestamp).First().Content;
+                if (latestNote != null && latestNote.Length > 80) latestNote = latestNote.Substring(0, 77) + "...";
+            }
+
+            // Extract requester name from email
+            var requesterName = ext.RequesterEmail ?? "Unknown";
+            if (requesterName.Contains("@"))
+                requesterName = requesterName.Split('@')[0].Replace(".", " ");
+
+            return new DashboardTile
+            {
+                JobId = ext.InternalId, Source = "ntt", DisplayId = "NTT#" + ext.ExternalId.Replace("NTT", ""),
+                JobTypeDescription = "Google Sheet",
+                DeviceSerialNumber = ext.DeviceName ?? "\u2014",
+                DeviceComputerName = ext.DeviceName,
+                UserId = ext.RequesterEmail, UserDisplayName = requesterName,
+                OpenedDate = ext.Timestamp, DiscoStatus = ext.RawStatus ?? "Open",
+                PriorityId = priorityId, PriorityName = priority != null ? priority.Name : "Unknown",
+                PriorityColor = priority != null ? priority.Color : "#999", PrioritySortOrder = priority != null ? priority.SortOrder : 99,
+                LocationId = locationId, LocationName = location != null ? location.Name : "Unknown",
+                LocationIcon = location != null ? location.Icon : "", LocationColor = location != null ? location.Color : "#999",
+                AssignedTechId = techId, AssignedTechName = ResolveTechName(techId),
+                StatusOverride = st != null && st.StatusOverride != null ? st.StatusOverride : (ext.RawStatus ?? "Open"),
+                Summary = ext.IssueDescription, NoteCount = noteCount, LatestNote = latestNote,
+                LastModifiedDate = st != null ? st.LastModifiedDate : ext.Timestamp,
+                AgeBadge = FormatAge(ageDays), AgeDays = ageDays, EtaDisplay = FormatEta(st != null ? st.EstimatedCompletion : null),
+                SortDate = st != null && st.EstimatedCompletion.HasValue ? st.EstimatedCompletion.Value : ext.Timestamp
+            };
+        }
+
+        // --- Tech Resolution ---
+        public string ResolveTechName(string techIdOrEmail)
+        {
+            if (string.IsNullOrEmpty(techIdOrEmail)) return null;
+            foreach (var tech in _config.Technicians)
+            {
+                if (tech.Id == techIdOrEmail || tech.DisplayName == techIdOrEmail) return tech.DisplayName;
+                if (!string.IsNullOrEmpty(tech.Email) && tech.Email.Equals(techIdOrEmail, StringComparison.OrdinalIgnoreCase)) return tech.DisplayName;
+                if (tech.DiscoUserIds != null)
+                {
+                    foreach (var did in tech.DiscoUserIds)
+                    {
+                        if (did.Equals(techIdOrEmail, StringComparison.OrdinalIgnoreCase)) return tech.DisplayName;
+                    }
+                }
+            }
+            // Fallback to Disco user lookup
+            try
+            {
+                var user = _database.Users.FirstOrDefault(u => u.UserId == techIdOrEmail);
+                if (user != null) return user.DisplayName;
+            }
+            catch { }
+            return techIdOrEmail;
+        }
+
+        private string ResolveSheetTech(string assignedTo)
+        {
+            if (string.IsNullOrEmpty(assignedTo)) return null;
+            foreach (var tech in _config.Technicians)
+            {
+                if (!string.IsNullOrEmpty(tech.Email) && tech.Email.Equals(assignedTo, StringComparison.OrdinalIgnoreCase)) return tech.Id;
+                if (tech.DisplayName.Equals(assignedTo, StringComparison.OrdinalIgnoreCase)) return tech.Id;
+            }
+            return assignedTo;
+        }
+
+        private string MapSheetPriority(string raw)
+        {
+            if (string.IsNullOrEmpty(raw)) return _config.DefaultPriorityId;
+            raw = raw.ToLower().Trim();
+            foreach (var p in _config.Priorities)
+            {
+                if (p.Name.ToLower() == raw || p.Id == raw) return p.Id;
+            }
+            if (raw.Contains("critical") || raw.Contains("urgent")) return "critical";
+            if (raw.Contains("high")) return "high";
+            if (raw.Contains("low")) return "low";
+            return _config.DefaultPriorityId;
+        }
+
+        // --- CRUD ---
+        public void UpdateTicket(int jobId, string source, string priorityId, string locationId,
+            string assignedTechId, DateTime? eta, string status, string summary, string modifiedBy)
+        {
+            ServiceTicket ticket;
+            if (source == "ntt")
+                ticket = _dataStore.GetExternalTicket(jobId);
+            else
+                ticket = _dataStore.GetTicket(jobId);
+
+            if (ticket == null) ticket = new ServiceTicket { JobId = jobId, Source = source ?? "disco" };
+            if (ticket.ChangeLog == null) ticket.ChangeLog = new List<ChangeEntry>();
+
+            Action<string, string, string> trackChange = (field, oldVal, newVal) =>
+            {
+                if (oldVal != newVal) ticket.ChangeLog.Add(new ChangeEntry { UserId = modifiedBy, Field = field, OldValue = oldVal, NewValue = newVal });
+            };
+
+            if (priorityId != null && priorityId != ticket.PriorityId) { trackChange("Priority", ticket.PriorityId, priorityId); ticket.PriorityId = priorityId; }
+            if (locationId != null && locationId != ticket.LocationId) { trackChange("Location", ticket.LocationId, locationId); ticket.LocationId = locationId; }
+            if (assignedTechId != null && assignedTechId != ticket.AssignedTechId) { trackChange("Assigned Tech", ticket.AssignedTechId, assignedTechId); ticket.AssignedTechId = assignedTechId; }
+            if (status != null && status != ticket.StatusOverride) { trackChange("Status", ticket.StatusOverride ?? "(default)", string.IsNullOrEmpty(status) ? "(default)" : status); ticket.StatusOverride = status; }
+            if (summary != null && summary != ticket.Summary) { trackChange("Summary", null, "(updated)"); ticket.Summary = summary; }
+            if (eta.HasValue)
+            {
+                var oldEta = ticket.EstimatedCompletion.HasValue ? ticket.EstimatedCompletion.Value.ToString("dd MMM yyyy") : "none";
+                var newEta = eta.Value.ToString("dd MMM yyyy");
+                if (oldEta != newEta) { trackChange("ETA", oldEta, newEta); ticket.EstimatedCompletion = eta; }
+            }
+
+            ticket.LastModifiedBy = modifiedBy;
+            if (priorityId != null)
+            {
+                var p = _config.Priorities.FirstOrDefault(x => x.Id == priorityId);
+                ticket.SlaDeadline = (p != null && p.SlaHours > 0) ? ticket.CreatedDate.AddHours(p.SlaHours) : (DateTime?)null;
+            }
+
+            if (source == "ntt") _dataStore.SaveExternalTicket(ticket);
+            else _dataStore.SaveTicket(ticket);
+        }
+
+        public void AddNote(int jobId, string source, string authorId, string authorName, string content, string noteType)
+        {
+            var note = new TicketNote { AuthorId = authorId, AuthorName = authorName, Content = content, NoteType = noteType ?? "general" };
+
+            if (source == "ntt")
+                _dataStore.AddExternalNote(jobId, note);
+            else
+            {
+                _dataStore.AddNote(jobId, note);
+                // Write back to Disco
+                WriteNoteToDisco(jobId, authorId, content);
+            }
+        }
+
+        private void WriteNoteToDisco(int jobId, string techUserId, string content)
+        {
+            try
+            {
+                var job = _database.Jobs.FirstOrDefault(j => j.Id == jobId);
+                if (job == null) return;
+                var log = new JobLog
+                {
+                    JobId = jobId,
+                    TechUserId = techUserId,
+                    Timestamp = DateTime.Now,
+                    Comments = "[Service Tracker] " + content
+                };
+                _database.JobLogs.Add(log);
+                _database.SaveChanges();
+            }
+            catch { }
+        }
+
+        public void MarkCollected(int jobId, string source, string userId)
+        {
+            UpdateTicket(jobId, source, null, null, null, null, "Resolved", null, userId);
+        }
+
+        public ServiceTicket GetTicketDetail(int jobId, string source)
+        {
+            if (source == "ntt") return _dataStore.GetExternalTicket(jobId);
+            return _dataStore.GetTicket(jobId);
+        }
+
+        // --- Helpers ---
+        private string FormatAge(int ageDays)
+        {
+            if (ageDays == 0) return "Today";
+            if (ageDays == 1) return "1 day";
+            if (ageDays < 7) return ageDays + " days";
+            if (ageDays < 30) return (ageDays / 7) + " wk" + (ageDays / 7 > 1 ? "s" : "");
+            return (ageDays / 30) + " mo" + (ageDays / 30 > 1 ? "s" : "");
+        }
+
+        private string FormatEta(DateTime? eta)
+        {
+            if (!eta.HasValue) return "\u2014";
+            var days = (int)(eta.Value - DateTime.Now).TotalDays;
+            if (days < 0) return Math.Abs(days) + "d overdue";
+            if (days == 0) return "Today";
+            if (days == 1) return "Tomorrow";
+            return eta.Value.ToString("dd MMM");
+        }
+
         private DashboardStats BuildStats(List<DashboardTile> tiles)
         {
-            var stats = new DashboardStats
+            var s = new DashboardStats
             {
-                TotalOpen = tiles.Count,
+                TotalOpen = tiles.Count, SlaBreached = tiles.Count(t => t.IsSlaBreached),
-                SlaBreached = tiles.Count(t => t.IsSlaBreached),
                 SlaWarning = tiles.Count(t => t.IsSlaWarning),
                 AvgAgeDays = tiles.Count > 0 ? Math.Round(tiles.Average(t => (double)t.AgeDays), 1) : 0,
                 OldestJobDays = tiles.Count > 0 ? tiles.Max(t => t.AgeDays) : 0
             };
-            foreach (var p in _config.Priorities) stats.ByPriority[p.Id] = tiles.Count(t => t.PriorityId == p.Id);
+            foreach (var p in _config.Priorities) s.ByPriority[p.Id] = tiles.Count(t => t.PriorityId == p.Id);
-            stats.Critical = tiles.Count(t => t.PriorityId == "critical");
+            s.Critical = tiles.Count(t => t.PriorityId == "critical"); s.High = tiles.Count(t => t.PriorityId == "high");
-            stats.High = tiles.Count(t => t.PriorityId == "high");
+            s.Medium = tiles.Count(t => t.PriorityId == "medium"); s.Low = tiles.Count(t => t.PriorityId == "low");
-            stats.Medium = tiles.Count(t => t.PriorityId == "medium");
+            s.Scheduled = tiles.Count(t => t.PriorityId == "scheduled");
-            stats.Low = tiles.Count(t => t.PriorityId == "low");
+            foreach (var l in _config.Locations) s.ByLocation[l.Id] = tiles.Count(t => t.LocationId == l.Id);
-            stats.Scheduled = tiles.Count(t => t.PriorityId == "scheduled");
+            s.InItOffice = tiles.Count(t => t.LocationId == "it-office"); s.WithUser = tiles.Count(t => t.LocationId == "with-user");
-            foreach (var l in _config.Locations) stats.ByLocation[l.Id] = tiles.Count(t => t.LocationId == l.Id);
+            s.AtRepairer = tiles.Count(t => t.LocationId == "at-repairer");
-            stats.InItOffice = tiles.Count(t => t.LocationId == "it-office");
-            stats.WithUser = tiles.Count(t => t.LocationId == "with-user");
-            stats.AtRepairer = tiles.Count(t => t.LocationId == "at-repairer");
             foreach (var tile in tiles)
             {
-                var status = tile.StatusOverride ?? "Open";
+                var st = tile.StatusOverride ?? "Open";
-                if (!stats.ByStatus.ContainsKey(status)) stats.ByStatus[status] = 0;
+                if (!s.ByStatus.ContainsKey(st)) s.ByStatus[st] = 0; s.ByStatus[st]++;
-                stats.ByStatus[status]++;
             }
             foreach (var tile in tiles.Where(t => !string.IsNullOrEmpty(t.AssignedTechId)))
             {
-                var tech = tile.AssignedTechName ?? tile.AssignedTechId;
+                var tn = tile.AssignedTechName ?? tile.AssignedTechId;
-                if (!stats.ByTech.ContainsKey(tech)) stats.ByTech[tech] = 0;
+                if (!s.ByTech.ContainsKey(tn)) s.ByTech[tn] = 0; s.ByTech[tn]++;
-                stats.ByTech[tech]++;
             }
-            return stats;
+            return s;
         }
 
         private ServiceTicket CreateDefaultTicket(Job job)
         {
             var priority = _config.Priorities.FirstOrDefault(p => p.Id == _config.DefaultPriorityId);
-            DateTime? sla = null;
+            DateTime? sla = (priority != null && priority.SlaHours > 0) ? job.OpenedDate.AddHours(priority.SlaHours) : (DateTime?)null;
-            if (priority != null && priority.SlaHours > 0)
+            string locId = _config.DefaultLocationId;
-                sla = job.OpenedDate.AddHours(priority.SlaHours);
-            string locationId = _config.DefaultLocationId;
             if (job.DeviceHeld.HasValue && !string.IsNullOrEmpty(job.DeviceHeldLocation))
             {
-                var matchedLoc = _config.Locations.FirstOrDefault(
+                var ml = _config.Locations.FirstOrDefault(l => l.Name.Equals(job.DeviceHeldLocation, StringComparison.OrdinalIgnoreCase));
-                    l => l.Name.Equals(job.DeviceHeldLocation, StringComparison.OrdinalIgnoreCase));
+                if (ml != null) locId = ml.Id;
-                if (matchedLoc != null) locationId = matchedLoc.Id;
             }
+            var techId = ResolveDiscoTechToId(job.OpenedTechUserId);
             return new ServiceTicket
             {
-                JobId = job.Id, PriorityId = _config.DefaultPriorityId, LocationId = locationId,
+                JobId = job.Id, Source = "disco", PriorityId = _config.DefaultPriorityId, LocationId = locId,
-                AssignedTechId = job.OpenedTechUserId, EstimatedCompletion = job.ExpectedClosedDate,
+                AssignedTechId = techId, EstimatedCompletion = job.ExpectedClosedDate,
                 SlaDeadline = sla, CreatedDate = DateTime.Now, LastModifiedDate = DateTime.Now
             };
         }
 
-        private string ResolveUserName(string userId)
+        private string ResolveDiscoTechToId(string discoUserId)
         {
-            if (string.IsNullOrEmpty(userId)) return null;
+            if (string.IsNullOrEmpty(discoUserId)) return null;
-            try
+            foreach (var tech in _config.Technicians)
             {
-                var user = _database.Users.FirstOrDefault(u => u.UserId == userId);
+                if (tech.DiscoUserIds != null)
-                return user != null ? user.DisplayName : userId;
-            }
-            catch { return userId; }
-        }
-
-        public void UpdateTicket(int jobId, string priorityId, string locationId,
-            string assignedTechId, DateTime? eta, string status, string summary, string modifiedBy)
                 {
-            var ticket = _dataStore.GetTicket(jobId);
+                    foreach (var did in tech.DiscoUserIds)
-            if (ticket == null) ticket = new ServiceTicket { JobId = jobId };
-            if (ticket.ChangeLog == null) ticket.ChangeLog = new List<ChangeEntry>();
-
-            // Track changes
-            if (priorityId != null && priorityId != ticket.PriorityId)
                     {
-                ticket.ChangeLog.Add(new ChangeEntry { UserId = modifiedBy, Field = "Priority", OldValue = ticket.PriorityId, NewValue = priorityId });
+                        if (did.Equals(discoUserId, StringComparison.OrdinalIgnoreCase)) return tech.Id;
-                ticket.PriorityId = priorityId;
-            }
-            if (locationId != null && locationId != ticket.LocationId)
-            {
-                ticket.ChangeLog.Add(new ChangeEntry { UserId = modifiedBy, Field = "Location", OldValue = ticket.LocationId, NewValue = locationId });
-                ticket.LocationId = locationId;
-            }
-            if (assignedTechId != null && assignedTechId != ticket.AssignedTechId)
-            {
-                ticket.ChangeLog.Add(new ChangeEntry { UserId = modifiedBy, Field = "Assigned Tech", OldValue = ticket.AssignedTechId, NewValue = assignedTechId });
-                ticket.AssignedTechId = assignedTechId;
-            }
-            if (eta.HasValue)
-            {
-                var oldEta = ticket.EstimatedCompletion.HasValue ? ticket.EstimatedCompletion.Value.ToString("dd MMM yyyy") : "none";
-                var newEta = eta.Value.ToString("dd MMM yyyy");
-                if (oldEta != newEta)
-                {
-                    ticket.ChangeLog.Add(new ChangeEntry { UserId = modifiedBy, Field = "ETA", OldValue = oldEta, NewValue = newEta });
-                    ticket.EstimatedCompletion = eta;
                     }
                 }
-            if (status != null && status != ticket.StatusOverride)
-            {
-                ticket.ChangeLog.Add(new ChangeEntry { UserId = modifiedBy, Field = "Status", OldValue = ticket.StatusOverride ?? "(Disco default)", NewValue = string.IsNullOrEmpty(status) ? "(Disco default)" : status });
-                ticket.StatusOverride = status;
             }
-            if (summary != null && summary != ticket.Summary)
+            return discoUserId;
-            {
-                ticket.ChangeLog.Add(new ChangeEntry { UserId = modifiedBy, Field = "Summary", OldValue = null, NewValue = "(updated)" });
-                ticket.Summary = summary;
         }
-
-            ticket.LastModifiedBy = modifiedBy;
-
-            // Recalculate SLA if priority changed
-            if (priorityId != null)
-            {
-                var priority = _config.Priorities.FirstOrDefault(p => p.Id == priorityId);
-                if (priority != null && priority.SlaHours > 0)
-                    ticket.SlaDeadline = ticket.CreatedDate.AddHours(priority.SlaHours);
-                else
-                    ticket.SlaDeadline = null;
-            }
-            _dataStore.SaveTicket(ticket);
-        }
-
-        public void AddNote(int jobId, string authorId, string authorName, string content, string noteType)
-        {
-            _dataStore.AddNote(jobId, new TicketNote
-            {
-                AuthorId = authorId, AuthorName = authorName,
-                Content = content, NoteType = noteType ?? "general"
-            });
-        }
-
-        public ServiceTicket GetTicketDetail(int jobId) { return _dataStore.GetTicket(jobId); }
     }
 }