88 lines
3.1 KiB
Python
88 lines
3.1 KiB
Python
|
"""
|
||
|
|
Copyright 2024-2026 ReplyPier
|
||
|
|
|
||
|
|
Licensed under the Apache License, Version 2.0 (the "License");
|
||
|
|
you may not use this file except in compliance with the License.
|
||
|
|
You may obtain a copy of the License at
|
||
|
|
|
||
|
|
http://www.apache.org/licenses/LICENSE-2.0
|
||
|
|
|
||
|
|
Unless required by applicable law or agreed to in writing, software
|
||
|
|
distributed under the License is distributed on an "AS IS" BASIS,
|
||
|
|
WITHOUT WARRANTIES OR CONDITIONS OF ANY KIND, either express or implied.
|
||
|
|
See the License for the specific language governing permissions and
|
||
|
|
limitations under the License.
|
||
|
|
"""
|
||
|
|
|
||
|
|
import enum
|
||
|
|
import uuid
|
||
|
|
|
||
|
|
from sqlalchemy import JSON, Boolean, Column, DateTime, ForeignKey, Index, String, Text
|
||
|
|
from sqlalchemy.dialects.postgresql import UUID
|
||
|
|
from sqlalchemy.orm import relationship
|
||
|
|
from sqlalchemy.sql import expression, func
|
||
|
|
|
||
|
|
from app.database import Base
|
||
|
|
|
||
|
|
|
||
|
|
from app.models.ticket import _ValueStrEnum
|
||
|
|
|
||
|
|
|
||
|
|
class TicketActivityType(_ValueStrEnum):
|
||
|
|
COMMENT = "comment"
|
||
|
|
STATUS_CHANGE = "status_change"
|
||
|
|
ASSIGNMENT = "assignment"
|
||
|
|
PRIORITY_CHANGE = "priority_change"
|
||
|
|
AI_TRIAGE = "ai_triage"
|
||
|
|
AI_INVESTIGATION_STARTED = "ai_investigation_started"
|
||
|
|
AI_INVESTIGATION_COMPLETED = "ai_investigation_completed"
|
||
|
|
AI_RESOLUTION_PROPOSED = "ai_resolution_proposed"
|
||
|
|
AI_RESOLUTION_APPROVED = "ai_resolution_approved"
|
||
|
|
AI_RESOLUTION_REJECTED = "ai_resolution_rejected"
|
||
|
|
CUSTOMER_NOTIFIED = "customer_notified"
|
||
|
|
CUSTOMER_REPLIED = "customer_replied"
|
||
|
|
CUSTOMER_LINKED = "customer_linked"
|
||
|
|
CSAT_REQUESTED = "csat_requested"
|
||
|
|
CSAT_RECEIVED = "csat_received"
|
||
|
|
REOPENED = "reopened"
|
||
|
|
JIRA_ESCALATED = "jira_escalated"
|
||
|
|
|
||
|
|
|
||
|
|
class TicketActorType(_ValueStrEnum):
|
||
|
|
USER = "user"
|
||
|
|
AI = "ai"
|
||
|
|
CUSTOMER = "customer"
|
||
|
|
SYSTEM = "system"
|
||
|
|
|
||
|
|
|
||
|
|
class TicketActivity(Base):
|
||
|
|
"""Append-only ticket feed — doubles as comments and the audit trail of
|
||
|
|
every AI/system/human action. Never updated or deleted in place.
|
||
|
|
"""
|
||
|
|
__tablename__ = "ticket_activities"
|
||
|
|
|
||
|
|
id = Column(UUID(as_uuid=True), primary_key=True, default=uuid.uuid4)
|
||
|
|
ticket_id = Column(
|
||
|
|
UUID(as_uuid=True),
|
||
|
|
ForeignKey("tickets.id", ondelete="CASCADE"),
|
||
|
|
nullable=False,
|
||
|
|
index=True,
|
||
|
|
)
|
||
|
|
activity_type = Column(String, nullable=False)
|
||
|
|
actor_type = Column(String, nullable=False, default=TicketActorType.SYSTEM)
|
||
|
|
actor_user_id = Column(UUID(as_uuid=True), ForeignKey("users.id", ondelete="SET NULL"), nullable=True)
|
||
|
|
# Comment text or the human-readable line for audit events.
|
||
|
|
body = Column(Text, nullable=True)
|
||
|
|
# Internal note vs customer-visible comment.
|
||
|
|
is_internal = Column(Boolean, nullable=False, default=True, server_default=expression.true())
|
||
|
|
# Structured context: {"from": "open", "to": "investigating"},
|
||
|
|
# {"run_id": ...}, {"channel": "web"}, ...
|
||
|
|
activity_metadata = Column(JSON, nullable=True)
|
||
|
|
created_at = Column(DateTime(timezone=True), server_default=func.now())
|
||
|
|
|
||
|
|
ticket = relationship("Ticket", back_populates="activities")
|
||
|
|
actor_user = relationship("User")
|
||
|
|
|
||
|
|
__table_args__ = (
|
||
|
|
Index("ix_ticket_activities_ticket_created", "ticket_id", "created_at"),
|
||
|
|
)
|