feat(helpdesk): configure ticket routing profiles

2026-08-22 11:41:45 +02:00
parent 064ec6158d
commit 32bd55d5bd
24 changed files with 1584 additions and 102 deletions
@@ -0,0 +1,155 @@
+from __future__ import annotations
+
+from datetime import UTC, datetime, timedelta
+from types import SimpleNamespace
+import unittest
+
+from sqlalchemy import create_engine
+from sqlalchemy.orm import sessionmaker
+
+from govoplan_core.core.tickets import TicketRoutingRequest
+from govoplan_core.db.base import Base
+from govoplan_helpdesk.backend.domain import ServiceProfile
+from govoplan_helpdesk.backend.service import (
+    HelpdeskConflictError,
+    SqlHelpdeskRoutingProvider,
+    list_service_profiles,
+    upsert_service_profile,
+)
+
+
+NOW = datetime(2026, 8, 22, 11, 0, tzinfo=UTC)
+
+
+class _Principal:
+    tenant_id = "tenant-1"
+    account_id = "admin-1"
+    identity_id = None
+    membership_id = "membership-1"
+    user = SimpleNamespace(id="admin-1")
+    scopes = frozenset({"helpdesk:workspace:admin"})
+
+    def has(self, scope: str) -> bool:
+        return scope in self.scopes
+
+
+class HelpdeskRoutingTests(unittest.TestCase):
+    def setUp(self) -> None:
+        engine = create_engine("sqlite+pysqlite:///:memory:", future=True)
+        Base.metadata.create_all(engine)
+        self.Session = sessionmaker(bind=engine, expire_on_commit=False)
+        self.principal = _Principal()
+
+    def test_profile_is_replay_safe_and_routes_ticket_without_storing_it(self) -> None:
+        with self.Session() as session:
+            profile = _profile()
+            created = upsert_service_profile(
+                session,
+                self.principal,
+                profile=profile,
+                expected_revision=None,
+                idempotency_key="profile-create-1",
+            )
+            session.commit()
+            replay = upsert_service_profile(
+                session,
+                self.principal,
+                profile=profile,
+                expected_revision=None,
+                idempotency_key="profile-create-1",
+            )
+            self.assertEqual(created.to_dict(), replay.to_dict())
+            self.assertEqual(1, len(list_service_profiles(session, self.principal)))
+
+            plan = SqlHelpdeskRoutingProvider().route_ticket(
+                session,
+                self.principal,
+                request=TicketRoutingRequest(
+                    tenant_id="tenant-1",
+                    ticket_id="ticket-1",
+                    ticket_type="incident",
+                    priority="urgent",
+                    title="Network outage",
+                    received_at=NOW,
+                ),
+            )
+            self.assertEqual("it-operations", plan.queue_ref)
+            self.assertEqual(NOW + timedelta(minutes=30), plan.service_target_at)
+            self.assertEqual("it-support", plan.metadata["profile_key"])
+            self.assertEqual(0, len([table for table in Base.metadata.tables if table == "tickets"]))
+
+    def test_ordered_matching_no_match_and_revision_conflicts_are_explicit(self) -> None:
+        with self.Session() as session:
+            upsert_service_profile(
+                session,
+                self.principal,
+                profile=_profile(),
+                expected_revision=None,
+                idempotency_key="profile-create-2",
+            )
+            session.commit()
+            provider = SqlHelpdeskRoutingProvider()
+            unmatched = provider.route_ticket(
+                session,
+                self.principal,
+                request=TicketRoutingRequest(
+                    tenant_id="tenant-1",
+                    ticket_id="ticket-2",
+                    ticket_type="report",
+                    priority="low",
+                    title="General feedback",
+                    received_at=NOW,
+                    queue_hint="citizen-service",
+                ),
+            )
+            self.assertEqual("citizen-service", unmatched.queue_ref)
+            self.assertIsNone(unmatched.service_target_at)
+            self.assertFalse(unmatched.metadata["matched"])
+
+            with self.assertRaises(HelpdeskConflictError):
+                upsert_service_profile(
+                    session,
+                    self.principal,
+                    profile=ServiceProfile.from_mapping({**_profile().to_dict(), "revision": 2, "label": "Changed"}),
+                    expected_revision=9,
+                    idempotency_key="profile-stale",
+                )
+
+    def test_profile_writes_recheck_administration_permission(self) -> None:
+        principal = SimpleNamespace(
+            tenant_id="tenant-1",
+            account_id="viewer-1",
+            scopes=frozenset({"helpdesk:workspace:read"}),
+        )
+        with self.Session() as session, self.assertRaises(PermissionError):
+            upsert_service_profile(
+                session,
+                principal,
+                profile=_profile(),
+                expected_revision=None,
+                idempotency_key="unauthorized-profile-write",
+            )
+
+
+def _profile() -> ServiceProfile:
+    return ServiceProfile(
+        tenant_id="tenant-1",
+        profile_id="profile-1",
+        profile_key="it-support",
+        revision=1,
+        label="IT support",
+        description="IT incidents and requests.",
+        queue_ref="it-operations",
+        ticket_types=("incident", "problem", "request"),
+        priorities=("low", "normal", "high", "urgent"),
+        target_minutes={"urgent": 30, "high": 240},
+        default_target_minutes=1_440,
+        active=True,
+        sort_order=10,
+        recorded_at=NOW,
+        change_reason="Created IT support profile.",
+    )
+
+
+if __name__ == "__main__":
+    unittest.main()