470 lines
20 KiB
Python
470 lines
20 KiB
Python
"""
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Copyright 2024-2026 ChatterMate
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Licensed under the Apache License, Version 2.0 (the "License");
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you may not use this file except in compliance with the License.
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You may obtain a copy of the License at
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http://www.apache.org/licenses/LICENSE-2.0
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Unless required by applicable law or agreed to in writing, software
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distributed under the License is distributed on an "AS IS" BASIS,
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WITHOUT WARRANTIES OR CONDITIONS OF ANY KIND, either express or implied.
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See the License for the specific language governing permissions and
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limitations under the License.
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"""
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from unittest.mock import patch
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from uuid import uuid4
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import pytest
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from app.models.chat_history import ChatHistory
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from app.models.session_to_agent import SessionStatus, SessionToAgent
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from app.services.message_delivery import DeliveryResult
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from app.models.ticket import (
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Ticket,
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TicketPriority,
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TicketSource,
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TicketStatus,
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)
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from app.models.ticket_activity import TicketActivity, TicketActivityType, TicketActorType
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from app.services.ticket import NATIVE_INTEGRATION_TYPE, TicketService, render_customer_template
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@pytest.fixture(autouse=True)
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def no_embeddings():
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"""Embeddings hit the local FastEmbed model — irrelevant to these tests."""
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with patch("app.services.ticket.embed_ticket_text", return_value=None):
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yield
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@pytest.fixture
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def service(db):
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return TicketService(db)
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@pytest.fixture
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def test_session(db, test_organization, test_customer, test_agent) -> SessionToAgent:
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session = SessionToAgent(
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session_id=uuid4(),
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organization_id=test_organization.id,
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customer_id=test_customer.id,
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agent_id=test_agent.id,
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status=SessionStatus.OPEN,
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channel="web",
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)
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db.add(session)
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db.commit()
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db.refresh(session)
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return session
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def make_ticket(service, db, org, **overrides) -> Ticket:
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kwargs = dict(
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organization_id=org.id,
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title="Payout delayed for merchant #8842",
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description="Batch stuck in processing.",
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priority=TicketPriority.HIGH,
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source=TicketSource.MANUAL,
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)
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kwargs.update(overrides)
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ticket, _dupes = service.create_ticket(**kwargs)
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db.commit()
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db.refresh(ticket)
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return ticket
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class TestTicketCreation:
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def test_a_chat_ticket_can_leave_the_sessions_customer_off(self, service, db, test_organization, test_session):
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"""A visitor bound to a customer by an email they typed: the ticket must not
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carry that customer's identity to the investigator."""
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ticket = make_ticket(service, db, test_organization, session_id=test_session.session_id,
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source=TicketSource.CHAT_AI, link_session_customer=False)
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assert ticket.customer_id is None
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def test_numbers_are_sequential_per_org(self, service, db, test_organization):
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first = make_ticket(service, db, test_organization)
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second = make_ticket(service, db, test_organization)
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assert first.ticket_number == 1
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assert second.ticket_number == 2
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assert second.display_number == "TKT-2"
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def test_create_links_session_and_mirrors_columns(
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self, service, db, test_organization, test_session
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):
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ticket = make_ticket(
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service, db, test_organization,
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session_id=test_session.session_id, source=TicketSource.CHAT_AI,
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)
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db.refresh(test_session)
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assert test_session.ticket_id == ticket.display_number
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assert test_session.integration_type == NATIVE_INTEGRATION_TYPE
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assert test_session.ticket_status == TicketStatus.OPEN.value
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assert service.repo.get_by_session(test_session.session_id).id == ticket.id
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# Customer/agent inherited from the session
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assert ticket.customer_id == test_session.customer_id
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assert ticket.agent_id == test_session.agent_id
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def test_create_enqueues_triage_run(self, service, db, test_organization):
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ticket = make_ticket(service, db, test_organization)
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runs = service.run_repo.list_for_ticket(ticket.id)
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assert len(runs) == 1
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assert runs[0].run_type == "triage"
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assert runs[0].status == "pending"
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def test_create_without_auto_investigate(self, service, db, test_organization):
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settings = service.settings_repo.get_or_create(test_organization.id)
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settings.auto_investigate_on_create = False
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db.commit()
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ticket = make_ticket(service, db, test_organization)
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assert service.run_repo.list_for_ticket(ticket.id) == []
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def test_creation_writes_audit_activity(self, service, db, test_organization):
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ticket = make_ticket(service, db, test_organization)
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activities = service.activity_repo.list_for_ticket(ticket.id)
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assert activities[0].activity_type == TicketActivityType.STATUS_CHANGE.value
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assert activities[0].activity_metadata["to"] == TicketStatus.OPEN.value
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class TestOrgIsolation:
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def test_foreign_session_rejected(self, service, db, test_organization, test_session):
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"""A session belonging to another org must not be linkable (it would
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mutate that org's session row and message its customer)."""
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from app.models.organization import Organization
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other_org = Organization(name="Other Org", domain="other.example", timezone="UTC")
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db.add(other_org)
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db.commit()
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with pytest.raises(ValueError, match="Session not found"):
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service.create_ticket(
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organization_id=other_org.id,
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title="Sneaky cross-org ticket",
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session_id=test_session.session_id,
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)
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def test_jira_linked_session_not_clobbered(
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self, service, db, test_organization, test_session
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):
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"""An explicit Jira linkage on the session survives native ticket
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creation — JiraTools reads ticket_id as a Jira issue key."""
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test_session.ticket_id = "SUP-123"
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test_session.integration_type = "JIRA"
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db.commit()
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make_ticket(
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service, db, test_organization, session_id=test_session.session_id
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)
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db.refresh(test_session)
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assert test_session.ticket_id == "SUP-123"
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assert test_session.integration_type == "JIRA"
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class TestSearchEscaping:
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def test_literal_percent_does_not_wildcard(self, service, db, test_organization):
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make_ticket(service, db, test_organization, title="CPU at 100% on ingest")
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make_ticket(service, db, test_organization, title="Login broken")
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tickets, total = service.repo.list(test_organization.id, search="100% on")
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assert total == 1
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# A bare '%' must not match everything.
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_t, total_all = service.repo.list(test_organization.id, search="%")
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assert total_all == 1
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class TestTriagePriorityValidation:
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def test_invalid_llm_priority_is_ignored(self, service, db, test_organization):
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from app.models.schemas.investigation import TriageResult
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from app.workers.ticket_investigator import _apply_triage
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ticket = make_ticket(service, db, test_organization)
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result = TriageResult(
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title=ticket.title, priority="P1-Critical", intent="bug_report",
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summary="something broke", confidence=0.9,
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)
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_apply_triage(service, ticket, result)
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assert str(ticket.priority) == "high" # unchanged
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def test_valid_llm_priority_applies(self, service, db, test_organization):
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from app.models.schemas.investigation import TriageResult
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from app.workers.ticket_investigator import _apply_triage
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ticket = make_ticket(service, db, test_organization)
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result = TriageResult(
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title=ticket.title, priority="Urgent", intent="outage",
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summary="prod down", confidence=0.95,
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)
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_apply_triage(service, ticket, result)
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assert str(ticket.priority) == "urgent"
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class TestCustomerEmailPath:
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def test_create_with_email_finds_or_creates_customer(
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self, service, db, test_organization
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):
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ticket = make_ticket(
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service, db, test_organization,
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customer_email="Jane@Example.com", customer_name="Jane Doe",
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)
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assert ticket.customer is not None
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assert ticket.customer.email == "jane@example.com"
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assert ticket.customer.full_name == "Jane Doe"
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# Same email reuses the record instead of duplicating it.
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second = make_ticket(
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service, db, test_organization, customer_email="jane@example.com"
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)
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assert second.customer_id == ticket.customer_id
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def test_can_notify_requires_session_or_email(
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self, service, db, test_organization, test_session
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):
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no_contact = make_ticket(service, db, test_organization)
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assert service.can_notify_customer(no_contact) is False
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with_email = make_ticket(
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service, db, test_organization, customer_email="c@example.com"
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)
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assert service.can_notify_customer(with_email) is True
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with_session = make_ticket(
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service, db, test_organization, session_id=test_session.session_id
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)
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assert service.can_notify_customer(with_session) is True
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def test_set_customer_links_and_records_activity(
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self, service, db, test_organization
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):
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ticket = make_ticket(service, db, test_organization)
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assert ticket.customer_id is None
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service.set_customer(ticket, "Late@Example.com", "Late Add")
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db.commit()
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db.refresh(ticket)
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assert ticket.customer.email == "late@example.com"
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assert service.can_notify_customer(ticket) is True
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last = service.activity_repo.list_for_ticket(ticket.id)[-1]
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assert last.activity_type == TicketActivityType.CUSTOMER_LINKED.value
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# Setting the same customer again is a no-op (no duplicate activity).
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count_before = len(service.activity_repo.list_for_ticket(ticket.id))
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service.set_customer(ticket, "late@example.com")
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assert len(service.activity_repo.list_for_ticket(ticket.id)) == count_before
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@pytest.mark.asyncio
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async def test_direct_email_fallback_records_activity(
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self, service, db, test_organization
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):
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ticket = make_ticket(
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service, db, test_organization, customer_email="c@example.com"
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)
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with patch(
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"app.services.ticket_email.send_ticket_email", return_value=True
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) as send:
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await service.send_customer_message(ticket, "We are on it")
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send.assert_awaited_once()
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assert send.await_args.kwargs["subject"].startswith(f"[{ticket.display_number}]")
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last = service.activity_repo.list_for_ticket(ticket.id)[-1]
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assert last.activity_type == TicketActivityType.CUSTOMER_NOTIFIED.value
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assert last.activity_metadata["channel"] == "email"
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assert ticket.first_response_at is not None
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@pytest.mark.asyncio
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async def test_web_session_reply_is_also_emailed(
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self, service, db, test_organization, test_session
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):
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"""A widget (web) reply is emitted over the socket to the browser tab
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only; when the customer has a real inbox it must also be emailed so a
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ticket update reaches them after they've closed the chat."""
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ticket = make_ticket(
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service, db, test_organization, session_id=test_session.session_id
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)
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with patch(
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"app.services.ticket.deliver_to_customer"
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) as deliver, patch(
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"app.services.ticket_email.send_ticket_email", return_value=True
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) as send:
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await service.send_customer_message(ticket, "Update on your ticket")
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deliver.assert_awaited_once()
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send.assert_awaited_once()
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assert send.await_args.args[2] == test_session.customer.email
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@pytest.mark.asyncio
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async def test_web_session_reply_not_emailed_for_placeholder(
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self, service, db, test_organization, test_session, test_customer
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):
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"""Anonymous widget visitors (…@noemail.com) have no real inbox — the
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socket emit is the only delivery, no email is attempted."""
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test_customer.email = "visitor@noemail.com"
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db.commit()
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ticket = make_ticket(
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service, db, test_organization, session_id=test_session.session_id
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)
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with patch(
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"app.services.ticket.deliver_to_customer"
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), patch(
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"app.services.ticket_email.send_ticket_email", return_value=True
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) as send:
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await service.send_customer_message(ticket, "Update on your ticket")
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send.assert_not_awaited()
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@pytest.mark.asyncio
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async def test_undelivered_channel_reply_is_marked_on_its_row(
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self, service, db, test_organization, test_session
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):
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"""A WhatsApp reply refused (e.g. window closed) is stored first and
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flagged, so the thread never shows it as sent."""
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test_session.channel = "whatsapp"
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db.commit()
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ticket = make_ticket(service, db, test_organization, session_id=test_session.session_id)
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refused = DeliveryResult(ok=False, reason="window_expired", can_template=True)
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with patch("app.services.ticket.deliver_to_customer", return_value=refused) as deliver:
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await service.send_customer_message(ticket, "Your refund is on its way")
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row = db.query(ChatHistory).filter_by(session_id=test_session.session_id).one()
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assert deliver.await_args.kwargs["message_id"] == row.id
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assert row.attributes["delivery_status"] == "window_expired"
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@pytest.mark.asyncio
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async def test_a_send_that_raises_is_marked_undelivered(
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self, service, db, test_organization, test_session
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):
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test_session.channel = "whatsapp"
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db.commit()
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ticket = make_ticket(service, db, test_organization, session_id=test_session.session_id)
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with patch("app.services.ticket.deliver_to_customer", side_effect=RuntimeError("graph down")):
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await service.send_customer_message(ticket, "Your refund is on its way")
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row = db.query(ChatHistory).filter_by(session_id=test_session.session_id).one()
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assert row.attributes["delivery_status"] == "send_failed"
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@pytest.mark.asyncio
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async def test_no_contact_is_a_silent_noop(self, service, db, test_organization):
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ticket = make_ticket(service, db, test_organization)
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with patch(
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"app.services.ticket_email.send_ticket_email", return_value=True
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) as send:
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await service.send_customer_message(ticket, "hello?")
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send.assert_not_awaited()
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types = [a.activity_type for a in service.activity_repo.list_for_ticket(ticket.id)]
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assert TicketActivityType.CUSTOMER_NOTIFIED.value not in types
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@pytest.mark.asyncio
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async def test_failed_send_records_nothing(self, service, db, test_organization):
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ticket = make_ticket(
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service, db, test_organization, customer_email="c@example.com"
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)
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with patch("app.services.ticket_email.send_ticket_email", return_value=False):
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await service.send_customer_message(ticket, "We are on it")
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types = [a.activity_type for a in service.activity_repo.list_for_ticket(ticket.id)]
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assert TicketActivityType.CUSTOMER_NOTIFIED.value not in types
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assert ticket.first_response_at is None
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@pytest.mark.asyncio
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async def test_repeat_resolve_notifies_customer_once(
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self, service, db, test_organization, test_session
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):
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"""A double-submitted resolve must send the customer exactly one
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resolution message — the second call is a no-op transition and must not
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re-notify."""
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ticket = make_ticket(
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service, db, test_organization, session_id=test_session.session_id
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)
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with patch.object(
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service, "notify_customer_resolved"
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) as notify:
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await service.resolve(ticket, outcome="fixed", customer_message="All set")
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await service.resolve(ticket, outcome="fixed", customer_message="All set")
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notify.assert_awaited_once()
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class TestStatusMachine:
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def test_legal_transition(self, service, db, test_organization):
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ticket = make_ticket(service, db, test_organization)
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service.transition_status(ticket, TicketStatus.IN_PROGRESS)
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assert ticket.status == TicketStatus.IN_PROGRESS
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def test_illegal_transition_raises(self, service, db, test_organization):
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ticket = make_ticket(service, db, test_organization)
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service.transition_status(ticket, TicketStatus.CLOSED)
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with pytest.raises(ValueError, match="Illegal status transition"):
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service.transition_status(ticket, TicketStatus.IN_PROGRESS)
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def test_resolved_sets_timestamps_and_actor(self, service, db, test_organization):
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ticket = make_ticket(service, db, test_organization)
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service.transition_status(ticket, TicketStatus.RESOLVED, actor_type=TicketActorType.AI)
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assert ticket.resolved_at is not None
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assert ticket.resolved_by_actor == "ai"
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def test_reopen_clears_resolution_state(self, service, db, test_organization):
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ticket = make_ticket(service, db, test_organization)
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service.transition_status(ticket, TicketStatus.RESOLVED)
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service.reopen(ticket, reason="Customer says still broken")
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assert ticket.status == TicketStatus.REOPENED
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assert ticket.resolved_at is None
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assert ticket.resolved_by_actor is None
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assert ticket.reopened_count == 1
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def test_transition_writes_audit_row(self, service, db, test_organization):
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ticket = make_ticket(service, db, test_organization)
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service.transition_status(ticket, TicketStatus.IN_PROGRESS)
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activities = service.activity_repo.list_for_ticket(ticket.id)
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last = activities[-1]
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assert last.activity_metadata == {
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"from": TicketStatus.OPEN.value,
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"to": TicketStatus.IN_PROGRESS.value,
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}
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class TestComments:
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def test_customer_visible_comment_sets_first_response(self, service, db, test_organization):
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ticket = make_ticket(service, db, test_organization)
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assert ticket.first_response_at is None
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service.add_comment(ticket, "Looking into it", is_internal=False)
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assert ticket.first_response_at is not None
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def test_internal_note_does_not_set_first_response(self, service, db, test_organization):
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ticket = make_ticket(service, db, test_organization)
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service.add_comment(ticket, "internal note", is_internal=True)
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assert ticket.first_response_at is None
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class TestAiState:
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def test_active_run_means_investigating(self, service, db, test_organization):
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ticket = make_ticket(service, db, test_organization)
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assert service.ai_state(ticket) == "investigating"
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def test_no_run_means_human(self, service, db, test_organization):
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settings = service.settings_repo.get_or_create(test_organization.id)
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settings.auto_investigate_on_create = False
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db.commit()
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ticket = make_ticket(service, db, test_organization)
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assert service.ai_state(ticket) == "human"
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def test_ai_resolution_means_resolved(self, service, db, test_organization):
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settings = service.settings_repo.get_or_create(test_organization.id)
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settings.auto_investigate_on_create = False
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db.commit()
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ticket = make_ticket(service, db, test_organization)
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service.transition_status(ticket, TicketStatus.RESOLVED, actor_type=TicketActorType.AI)
|
|
assert service.ai_state(ticket) == "resolved"
|
|
|
|
|
|
class TestRunGuards:
|
|
def test_only_one_active_run_per_ticket(self, service, db, test_organization):
|
|
ticket = make_ticket(service, db, test_organization)
|
|
# Auto-created triage run is still pending — a second enqueue is refused.
|
|
assert service.enqueue_run(ticket) is None
|
|
|
|
|
|
class TestStats:
|
|
def test_stats_counts(self, service, db, test_organization):
|
|
make_ticket(service, db, test_organization)
|
|
ticket = make_ticket(service, db, test_organization)
|
|
service.transition_status(ticket, TicketStatus.AWAITING_APPROVAL)
|
|
db.commit()
|
|
stats = service.stats(test_organization.id)
|
|
assert stats["open"] == 2
|
|
assert stats["awaiting_approval"] == 1
|
|
|
|
|
|
class TestTemplates:
|
|
def test_placeholders_render(self):
|
|
rendered = render_customer_template("Hi [customer] — [ticket] is open.", "Ada", "TKT-7")
|
|
assert rendered == "Hi Ada — TKT-7 is open."
|
|
|
|
def test_missing_customer_name_falls_back(self):
|
|
rendered = render_customer_template("Hi [customer]!", None, "TKT-7")
|
|
assert rendered == "Hi there!"
|