88 lines
3.1 KiB
Python
88 lines
3.1 KiB
Python
"""
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Copyright 2024-2026 ReplyPier
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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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import uuid
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from sqlalchemy import JSON, Boolean, Column, DateTime, ForeignKey, Index, String, Text
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from sqlalchemy.dialects.postgresql import UUID
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from sqlalchemy.orm import relationship
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from sqlalchemy.sql import expression, func
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from app.database import Base
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from app.models.ticket import _ValueStrEnum
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class TicketActivityType(_ValueStrEnum):
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COMMENT = "comment"
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STATUS_CHANGE = "status_change"
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ASSIGNMENT = "assignment"
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PRIORITY_CHANGE = "priority_change"
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AI_TRIAGE = "ai_triage"
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AI_INVESTIGATION_STARTED = "ai_investigation_started"
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AI_INVESTIGATION_COMPLETED = "ai_investigation_completed"
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AI_RESOLUTION_PROPOSED = "ai_resolution_proposed"
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AI_RESOLUTION_APPROVED = "ai_resolution_approved"
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AI_RESOLUTION_REJECTED = "ai_resolution_rejected"
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CUSTOMER_NOTIFIED = "customer_notified"
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CUSTOMER_REPLIED = "customer_replied"
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CUSTOMER_LINKED = "customer_linked"
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CSAT_REQUESTED = "csat_requested"
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CSAT_RECEIVED = "csat_received"
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REOPENED = "reopened"
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JIRA_ESCALATED = "jira_escalated"
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class TicketActorType(_ValueStrEnum):
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USER = "user"
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AI = "ai"
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CUSTOMER = "customer"
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SYSTEM = "system"
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class TicketActivity(Base):
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"""Append-only ticket feed — doubles as comments and the audit trail of
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every AI/system/human action. Never updated or deleted in place.
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"""
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__tablename__ = "ticket_activities"
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id = Column(UUID(as_uuid=True), primary_key=True, default=uuid.uuid4)
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ticket_id = Column(
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UUID(as_uuid=True),
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ForeignKey("tickets.id", ondelete="CASCADE"),
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nullable=False,
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index=True,
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)
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activity_type = Column(String, nullable=False)
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actor_type = Column(String, nullable=False, default=TicketActorType.SYSTEM)
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actor_user_id = Column(UUID(as_uuid=True), ForeignKey("users.id", ondelete="SET NULL"), nullable=True)
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# Comment text or the human-readable line for audit events.
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body = Column(Text, nullable=True)
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# Internal note vs customer-visible comment.
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is_internal = Column(Boolean, nullable=False, default=True, server_default=expression.true())
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# Structured context: {"from": "open", "to": "investigating"},
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# {"run_id": ...}, {"channel": "web"}, ...
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activity_metadata = Column(JSON, nullable=True)
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created_at = Column(DateTime(timezone=True), server_default=func.now())
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ticket = relationship("Ticket", back_populates="activities")
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actor_user = relationship("User")
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__table_args__ = (
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Index("ix_ticket_activities_ticket_created", "ticket_id", "created_at"),
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)
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