feat(tickets): deliver canonical operational lifecycle

2026-08-22 11:41:45 +02:00
parent b4bb52d8b8
commit 7cbf3bed96
25 changed files with 4742 additions and 106 deletions
@@ -0,0 +1,123 @@
+from __future__ import annotations
+
+from datetime import datetime
+from typing import Any
+import uuid
+
+from sqlalchemy import DateTime, ForeignKey, Index, Integer, JSON, String, Text, UniqueConstraint
+from sqlalchemy.orm import Mapped, mapped_column
+
+from govoplan_core.db.base import Base, TimestampMixin
+
+
+def new_uuid() -> str:
+    return str(uuid.uuid4())
+
+
+class Ticket(Base, TimestampMixin):
+    __tablename__ = "tickets"
+    __table_args__ = (
+        UniqueConstraint("tenant_id", "ticket_number", name="uq_ticket_number"),
+        Index("ix_ticket_queue", "tenant_id", "queue_ref", "status", "priority"),
+        Index("ix_ticket_catalog", "tenant_id", "status", "updated_at"),
+        Index("ix_ticket_service_target", "tenant_id", "service_target_at", "status"),
+    )
+
+    id: Mapped[str] = mapped_column(String(255), primary_key=True, default=new_uuid)
+    tenant_id: Mapped[str] = mapped_column(String(255), nullable=False, index=True)
+    ticket_number: Mapped[str] = mapped_column(String(255), nullable=False, index=True)
+    revision: Mapped[int] = mapped_column(Integer, nullable=False, default=1)
+    ticket_type: Mapped[str] = mapped_column(String(80), nullable=False, index=True)
+    priority: Mapped[str] = mapped_column(String(40), nullable=False, index=True)
+    status: Mapped[str] = mapped_column(String(40), nullable=False, index=True)
+    title: Mapped[str] = mapped_column(String(500), nullable=False)
+    description: Mapped[str] = mapped_column(Text, nullable=False)
+    visibility: Mapped[str] = mapped_column(String(40), nullable=False, index=True)
+    queue_ref: Mapped[str | None] = mapped_column(String(255), nullable=True, index=True)
+    assignee: Mapped[dict[str, Any] | None] = mapped_column(JSON, nullable=True)
+    reporter: Mapped[dict[str, Any] | None] = mapped_column(JSON, nullable=True)
+    requester: Mapped[dict[str, Any] | None] = mapped_column(JSON, nullable=True)
+    participants: Mapped[list[dict[str, Any]]] = mapped_column(JSON, nullable=False, default=list)
+    links: Mapped[list[dict[str, Any]]] = mapped_column(JSON, nullable=False, default=list)
+    metadata_payload: Mapped[dict[str, Any]] = mapped_column("metadata", JSON, nullable=False, default=dict)
+    search_text: Mapped[str] = mapped_column(Text, nullable=False)
+    received_at: Mapped[datetime] = mapped_column(DateTime(timezone=True), nullable=False, index=True)
+    recorded_at: Mapped[datetime] = mapped_column(DateTime(timezone=True), nullable=False, index=True)
+    change_reason: Mapped[str] = mapped_column(String(1_000), nullable=False)
+    service_target_at: Mapped[datetime | None] = mapped_column(DateTime(timezone=True), nullable=True, index=True)
+    resolved_at: Mapped[datetime | None] = mapped_column(DateTime(timezone=True), nullable=True, index=True)
+    resolution_summary: Mapped[str | None] = mapped_column(Text, nullable=True)
+    deleted_at: Mapped[datetime | None] = mapped_column(DateTime(timezone=True), nullable=True, index=True)
+    created_by: Mapped[str | None] = mapped_column(String(255), nullable=True, index=True)
+    updated_by: Mapped[str | None] = mapped_column(String(255), nullable=True, index=True)
+
+
+class TicketHistory(Base, TimestampMixin):
+    __tablename__ = "ticket_history"
+    __table_args__ = (
+        UniqueConstraint("tenant_id", "ticket_id", "revision", name="uq_ticket_history_revision"),
+        UniqueConstraint("tenant_id", "idempotency_key", name="uq_ticket_history_idempotency"),
+        Index("ix_ticket_history_timeline", "tenant_id", "ticket_id", "occurred_at"),
+    )
+
+    id: Mapped[str] = mapped_column(String(36), primary_key=True, default=new_uuid)
+    tenant_id: Mapped[str] = mapped_column(String(255), nullable=False, index=True)
+    ticket_id: Mapped[str] = mapped_column(
+        ForeignKey("tickets.id", ondelete="RESTRICT"), nullable=False, index=True
+    )
+    revision: Mapped[int] = mapped_column(Integer, nullable=False)
+    event_type: Mapped[str] = mapped_column(String(120), nullable=False, index=True)
+    occurred_at: Mapped[datetime] = mapped_column(DateTime(timezone=True), nullable=False, index=True)
+    actor_id: Mapped[str | None] = mapped_column(String(255), nullable=True, index=True)
+    reason: Mapped[str] = mapped_column(String(1_000), nullable=False)
+    idempotency_key: Mapped[str] = mapped_column(String(255), nullable=False)
+    request_sha256: Mapped[str] = mapped_column(String(64), nullable=False)
+    snapshot: Mapped[dict[str, Any]] = mapped_column(JSON, nullable=False)
+    details: Mapped[dict[str, Any]] = mapped_column(JSON, nullable=False, default=dict)
+
+
+class TicketComment(Base, TimestampMixin):
+    __tablename__ = "ticket_comments"
+    __table_args__ = (
+        UniqueConstraint("tenant_id", "comment_id", name="uq_ticket_comment"),
+        Index("ix_ticket_comment_timeline", "tenant_id", "ticket_id", "created_at"),
+    )
+
+    id: Mapped[str] = mapped_column(String(36), primary_key=True, default=new_uuid)
+    tenant_id: Mapped[str] = mapped_column(String(255), nullable=False, index=True)
+    ticket_id: Mapped[str] = mapped_column(
+        ForeignKey("tickets.id", ondelete="RESTRICT"), nullable=False, index=True
+    )
+    comment_id: Mapped[str] = mapped_column(String(255), nullable=False, index=True)
+    ticket_revision: Mapped[int] = mapped_column(Integer, nullable=False)
+    visibility: Mapped[str] = mapped_column(String(40), nullable=False, index=True)
+    body: Mapped[str] = mapped_column(Text, nullable=False)
+    created_by: Mapped[str | None] = mapped_column(String(255), nullable=True, index=True)
+
+
+class TicketEscalation(Base, TimestampMixin):
+    __tablename__ = "ticket_escalations"
+    __table_args__ = (
+        UniqueConstraint("tenant_id", "ticket_id", "idempotency_key", name="uq_ticket_escalation_replay"),
+        UniqueConstraint("tenant_id", "provider_id", "case_id", name="uq_ticket_case_link"),
+        Index("ix_ticket_escalation_timeline", "tenant_id", "ticket_id", "occurred_at"),
+    )
+
+    id: Mapped[str] = mapped_column(String(36), primary_key=True, default=new_uuid)
+    tenant_id: Mapped[str] = mapped_column(String(255), nullable=False, index=True)
+    ticket_id: Mapped[str] = mapped_column(
+        ForeignKey("tickets.id", ondelete="RESTRICT"), nullable=False, index=True
+    )
+    provider_id: Mapped[str] = mapped_column(String(200), nullable=False, index=True)
+    idempotency_key: Mapped[str] = mapped_column(String(255), nullable=False)
+    request_sha256: Mapped[str] = mapped_column(String(64), nullable=False)
+    occurred_at: Mapped[datetime] = mapped_column(DateTime(timezone=True), nullable=False, index=True)
+    actor_id: Mapped[str | None] = mapped_column(String(255), nullable=True, index=True)
+    case_id: Mapped[str] = mapped_column(String(255), nullable=False, index=True)
+    case_number: Mapped[str] = mapped_column(String(255), nullable=False)
+    case_url: Mapped[str] = mapped_column(String(1_500), nullable=False)
+    handoff_note: Mapped[str | None] = mapped_column(Text, nullable=True)
+    outcome: Mapped[dict[str, Any]] = mapped_column(JSON, nullable=False, default=dict)
+
+
+__all__ = ["Ticket", "TicketComment", "TicketEscalation", "TicketHistory"]