Notify Slack when a support ticket needs attention

# New ticket Slack feed
#
# Posts a Slack message for every clean incoming Scitor ticket, showing
# category, sentiment, and priority, with a button linking to the GitHub Issue.
#
# What this does:
#   - Fires once per ticket, when Scitor finishes AI triage and applies the
#     `spam:clean` label (meaning the message is a real inbound request, not spam).
#   - Sends one Slack message per ticket via an incoming webhook.
#
# What this does NOT do:
#   - It does not read Slack replies back into the ticket. Slack -> GitHub is
#     one-way; replying to the customer still happens on the GitHub Issue with /send.
#   - It does not filter by urgency. To notify only on frustrated/urgent tickets,
#     change the `if:` condition to check `sentiment:negative` or `priority:urgent`
#     instead of `spam:clean` (see the alternate condition below).
#   - It does not de-duplicate: removing and re-applying the trigger label on
#     the same ticket posts a second Slack message. Treat the label as a
#     one-shot trigger.
#
# Required secret:
#   SLACK_WEBHOOK_URL — an Incoming Webhook URL from your Slack workspace
#   (Slack app settings -> Incoming Webhooks -> Add New Webhook to Workspace).
#
# Source: adapted from Scitor's own documented example at
# https://support.scitor.io/guides/github-actions#slack-new-ticket-feed
# (slackapi/slack-github-action pinned to v4.0.0, the version Slack's own
# docs currently recommend, as of 2026-09-17 --
# https://docs.slack.dev/tools/slack-github-action/sending-data-slack-incoming-webhook/ --
# the incoming-webhook payload syntax is unchanged from the v2 the support
# docs illustrate).

name: New ticket Slack feed
on:
  issues:
    types: [labeled]

jobs:
  slack:
    # Fires on every clean ticket. To notify only on urgent/negative tickets instead, use:
    #   if: github.event.label.name == 'priority:urgent' || github.event.label.name == 'sentiment:negative'
    if: >
      github.event.label.name == 'spam:clean' &&
      github.event.issue.user.login == 'scitor-customerops[bot]'
    runs-on: ubuntu-latest
    steps:
      - name: Build Slack payload
        id: meta
        uses: actions/github-script@v7
        with:
          script: |
            const labels    = context.payload.issue.labels.map(l => l.name);
            const category  = labels.find(l => l.startsWith('category:'))?.replace('category:', '') ?? 'uncategorized';
            const sentiment = labels.find(l => l.startsWith('sentiment:'))?.replace('sentiment:', '') ?? 'unknown';
            const priority  = labels.find(l => l.startsWith('priority:'))?.replace('priority:', '');
            const emoji = { positive: '🟢', neutral: '🟡', negative: '🔴' }[sentiment] ?? '⚪';

            // Build the payload as a real object and let JSON.stringify escape
            // the ticket title/URL — string-interpolating them straight into a
            // JSON literal breaks if a title contains a `"`, `\`, or newline.
            const priorityText = priority ? ` · *${priority}*` : '';
            const text = `${emoji} *${category}*${priorityText}\n<${context.payload.issue.html_url}|${context.payload.issue.title}>`;

            const payload = {
              blocks: [
                {
                  type: 'section',
                  text: { type: 'mrkdwn', text },
                  accessory: {
                    type: 'button',
                    text: { type: 'plain_text', text: 'View ticket' },
                    url: context.payload.issue.html_url,
                  },
                },
              ],
            };
            core.setOutput('payload', JSON.stringify(payload));

      - name: Post to Slack
        uses: slackapi/slack-github-action@v4.0.0
        with:
          webhook: ${{ secrets.SLACK_WEBHOOK_URL }}
          webhook-type: incoming-webhook
          payload: ${{ steps.meta.outputs.payload }}