escalated 0.4.0

data/app/policies/escalated/canned_response_policy.rb

@@ -0,0 +1,40 @@
+module Escalated
+  class CannedResponsePolicy
+    attr_reader :user, :canned_response
+
+    def initialize(user, canned_response)
+      @user = user
+      @canned_response = canned_response
+    end
+
+    def index?
+      agent? || admin?
+    end
+
+    def create?
+      agent? || admin?
+    end
+
+    def update?
+      owner? || admin?
+    end
+
+    def destroy?
+      owner? || admin?
+    end
+
+    private
+
+    def owner?
+      canned_response.created_by == user.id
+    end
+
+    def agent?
+      user.respond_to?(:escalated_agent?) && user.escalated_agent?
+    end
+
+    def admin?
+      user.respond_to?(:escalated_admin?) && user.escalated_admin?
+    end
+  end
+end

data/app/policies/escalated/department_policy.rb

@@ -0,0 +1,36 @@
+module Escalated
+  class DepartmentPolicy
+    attr_reader :user, :department
+
+    def initialize(user, department)
+      @user = user
+      @department = department
+    end
+
+    def index?
+      admin?
+    end
+
+    def show?
+      admin?
+    end
+
+    def create?
+      admin?
+    end
+
+    def update?
+      admin?
+    end
+
+    def destroy?
+      admin?
+    end
+
+    private
+
+    def admin?
+      user.respond_to?(:escalated_admin?) && user.escalated_admin?
+    end
+  end
+end

data/app/policies/escalated/escalation_rule_policy.rb

@@ -0,0 +1,36 @@
+module Escalated
+  class EscalationRulePolicy
+    attr_reader :user, :escalation_rule
+
+    def initialize(user, escalation_rule)
+      @user = user
+      @escalation_rule = escalation_rule
+    end
+
+    def index?
+      admin?
+    end
+
+    def show?
+      admin?
+    end
+
+    def create?
+      admin?
+    end
+
+    def update?
+      admin?
+    end
+
+    def destroy?
+      admin?
+    end
+
+    private
+
+    def admin?
+      user.respond_to?(:escalated_admin?) && user.escalated_admin?
+    end
+  end
+end

data/app/policies/escalated/sla_policy_policy.rb

@@ -0,0 +1,36 @@
+module Escalated
+  class SlaPolicyPolicy
+    attr_reader :user, :sla_policy
+
+    def initialize(user, sla_policy)
+      @user = user
+      @sla_policy = sla_policy
+    end
+
+    def index?
+      admin?
+    end
+
+    def show?
+      admin?
+    end
+
+    def create?
+      admin?
+    end
+
+    def update?
+      admin?
+    end
+
+    def destroy?
+      admin?
+    end
+
+    private
+
+    def admin?
+      user.respond_to?(:escalated_admin?) && user.escalated_admin?
+    end
+  end
+end

data/app/policies/escalated/tag_policy.rb

@@ -0,0 +1,36 @@
+module Escalated
+  class TagPolicy
+    attr_reader :user, :tag
+
+    def initialize(user, tag)
+      @user = user
+      @tag = tag
+    end
+
+    def index?
+      agent? || admin?
+    end
+
+    def create?
+      admin?
+    end
+
+    def update?
+      admin?
+    end
+
+    def destroy?
+      admin?
+    end
+
+    private
+
+    def agent?
+      user.respond_to?(:escalated_agent?) && user.escalated_agent?
+    end
+
+    def admin?
+      user.respond_to?(:escalated_admin?) && user.escalated_admin?
+    end
+  end
+end

data/app/policies/escalated/ticket_policy.rb

@@ -0,0 +1,111 @@
+module Escalated
+  class TicketPolicy
+    attr_reader :user, :ticket
+
+    def initialize(user, ticket)
+      @user = user
+      @ticket = ticket
+    end
+
+    def index?
+      true
+    end
+
+    def show?
+      owner? || agent? || admin?
+    end
+
+    def create?
+      true
+    end
+
+    def update?
+      agent? || admin?
+    end
+
+    def destroy?
+      admin?
+    end
+
+    def reply?
+      owner? || agent? || admin?
+    end
+
+    def note?
+      agent? || admin?
+    end
+
+    def assign?
+      agent? || admin?
+    end
+
+    def status?
+      agent? || admin?
+    end
+
+    def priority?
+      agent? || admin?
+    end
+
+    def tags?
+      agent? || admin?
+    end
+
+    def department?
+      agent? || admin?
+    end
+
+    def close?
+      if Escalated.configuration.allow_customer_close
+        owner? || agent? || admin?
+      else
+        agent? || admin?
+      end
+    end
+
+    def reopen?
+      owner? || agent? || admin?
+    end
+
+    class Scope
+      attr_reader :user, :scope
+
+      def initialize(user, scope)
+        @user = user
+        @scope = scope
+      end
+
+      def resolve
+        if admin? || agent?
+          scope.all
+        else
+          scope.where(requester: user)
+        end
+      end
+
+      private
+
+      def admin?
+        user.respond_to?(:escalated_admin?) && user.escalated_admin?
+      end
+
+      def agent?
+        user.respond_to?(:escalated_agent?) && user.escalated_agent?
+      end
+    end
+
+    private
+
+    def owner?
+      ticket.requester == user
+    end
+
+    def agent?
+      user.respond_to?(:escalated_agent?) && user.escalated_agent?
+    end
+
+    def admin?
+      user.respond_to?(:escalated_admin?) && user.escalated_admin?
+    end
+  end
+end

data/config/routes.rb

@@ -0,0 +1,81 @@
+Escalated::Engine.routes.draw do
+  # Customer-facing routes
+  namespace :customer do
+    resources :tickets, only: [:index, :create, :show] do
+      member do
+        post :reply
+        post :close
+        post :reopen
+        post :rate, to: "satisfaction_ratings#create"
+      end
+      collection do
+        get :new, action: :create, as: :new
+      end
+    end
+  end
+
+  # Agent routes
+  namespace :agent do
+    get "/", to: "dashboard#index", as: :dashboard
+    post "tickets/bulk", to: "bulk_actions#create", as: :tickets_bulk
+    resources :tickets, only: [:index, :show, :update] do
+      member do
+        post :reply
+        post :note
+        post :assign
+        post :status
+        post :priority
+        post :tags
+        post :department
+        post :macro, action: :apply_macro
+        post :follow
+        post :presence
+        post "replies/:reply_id/pin", action: :pin, as: :reply_pin
+      end
+    end
+  end
+
+  # Admin routes
+  namespace :admin do
+    post "tickets/bulk", to: "bulk_actions#create", as: :tickets_bulk
+    resources :tickets, only: [:index, :show] do
+      member do
+        post :reply
+        post :note
+        post :assign
+        post :status
+        post :priority
+        post :tags
+        post :department
+        post :macro, action: :apply_macro
+        post :follow
+        post :presence
+        post "replies/:reply_id/pin", action: :pin, as: :reply_pin
+      end
+    end
+    resources :departments
+    resources :sla_policies
+    resources :escalation_rules
+    resources :tags, only: [:index, :create, :update, :destroy]
+    resources :canned_responses, only: [:index, :create, :update, :destroy]
+    resources :macros, only: [:index, :create, :update, :destroy]
+    get :reports, to: "reports#index"
+    get :settings, to: "settings#index"
+    post :settings, to: "settings#update"
+  end
+
+  # Guest routes (no authentication required)
+  namespace :guest do
+    get "create", to: "tickets#create"
+    post "/", to: "tickets#store", as: :tickets
+    get ":token", to: "tickets#show", as: :ticket
+    post ":token/reply", to: "tickets#reply", as: :ticket_reply
+    post ":token/rate", to: "tickets#rate", as: :ticket_rate
+  end
+
+  # Inbound email webhook (no authentication -- verified by adapter)
+  post "inbound/:adapter", to: "inbound#webhook", as: :inbound_webhook
+
+  # Root redirect to customer tickets
+  root to: "customer/tickets#index"
+end

data/db/migrate/001_create_escalated_departments.rb

@@ -0,0 +1,18 @@
+class CreateEscalatedDepartments < ActiveRecord::Migration[7.0]
+  def change
+    create_table Escalated.table_name("departments") do |t|
+      t.string :name, null: false
+      t.string :slug, null: false
+      t.text :description
+      t.string :email
+      t.boolean :is_active, default: true, null: false
+      t.bigint :default_sla_policy_id
+
+      t.timestamps
+    end
+
+    add_index Escalated.table_name("departments"), :slug, unique: true
+    add_index Escalated.table_name("departments"), :is_active
+    add_index Escalated.table_name("departments"), :name, unique: true
+  end
+end

data/db/migrate/002_create_escalated_sla_policies.rb

@@ -0,0 +1,23 @@
+class CreateEscalatedSlaPolicies < ActiveRecord::Migration[7.0]
+  def change
+    create_table Escalated.table_name("sla_policies") do |t|
+      t.string :name, null: false
+      t.text :description
+      t.json :first_response_hours, null: false
+      t.json :resolution_hours, null: false
+      t.boolean :is_active, default: true, null: false
+      t.boolean :is_default, default: false, null: false
+
+      t.timestamps
+    end
+
+    add_index Escalated.table_name("sla_policies"), :name, unique: true
+    add_index Escalated.table_name("sla_policies"), :is_active
+    add_index Escalated.table_name("sla_policies"), :is_default
+
+    add_foreign_key Escalated.table_name("departments"),
+                    Escalated.table_name("sla_policies"),
+                    column: :default_sla_policy_id,
+                    on_delete: :nullify
+  end
+end

data/db/migrate/003_create_escalated_tags.rb

@@ -0,0 +1,15 @@
+class CreateEscalatedTags < ActiveRecord::Migration[7.0]
+  def change
+    create_table Escalated.table_name("tags") do |t|
+      t.string :name, null: false
+      t.string :slug, null: false
+      t.string :color
+      t.text :description
+
+      t.timestamps
+    end
+
+    add_index Escalated.table_name("tags"), :name, unique: true
+    add_index Escalated.table_name("tags"), :slug, unique: true
+  end
+end

data/db/migrate/004_create_escalated_tickets.rb

@@ -0,0 +1,48 @@
+class CreateEscalatedTickets < ActiveRecord::Migration[7.0]
+  def change
+    create_table Escalated.table_name("tickets") do |t|
+      t.string :reference, null: false
+      t.string :subject, null: false
+      t.text :description, null: false
+      t.integer :status, default: 0, null: false
+      t.integer :priority, default: 1, null: false
+
+      # Polymorphic requester
+      t.string :requester_type, null: false
+      t.bigint :requester_id, null: false
+
+      # Assignee (agent user)
+      t.bigint :assigned_to
+
+      # Department
+      t.references :department, foreign_key: { to_table: Escalated.table_name("departments") }, null: true
+
+      # SLA
+      t.references :sla_policy, foreign_key: { to_table: Escalated.table_name("sla_policies") }, null: true
+      t.datetime :sla_first_response_due_at
+      t.datetime :sla_resolution_due_at
+      t.boolean :sla_breached, default: false, null: false
+
+      # Timestamps
+      t.datetime :first_response_at
+      t.datetime :resolved_at
+      t.datetime :closed_at
+
+      # Metadata
+      t.json :metadata, default: {}
+
+      t.timestamps
+    end
+
+    add_index Escalated.table_name("tickets"), :reference, unique: true
+    add_index Escalated.table_name("tickets"), :status
+    add_index Escalated.table_name("tickets"), :priority
+    add_index Escalated.table_name("tickets"), [:requester_type, :requester_id]
+    add_index Escalated.table_name("tickets"), :assigned_to
+    add_index Escalated.table_name("tickets"), :sla_breached
+    add_index Escalated.table_name("tickets"), :sla_first_response_due_at
+    add_index Escalated.table_name("tickets"), :sla_resolution_due_at
+    add_index Escalated.table_name("tickets"), :created_at
+    add_index Escalated.table_name("tickets"), :resolved_at
+  end
+end

data/db/migrate/005_create_escalated_replies.rb

@@ -0,0 +1,21 @@
+class CreateEscalatedReplies < ActiveRecord::Migration[7.0]
+  def change
+    create_table Escalated.table_name("replies") do |t|
+      t.references :ticket, null: false, foreign_key: { to_table: Escalated.table_name("tickets") }
+      t.text :body, null: false
+
+      # Polymorphic author
+      t.string :author_type
+      t.bigint :author_id
+
+      t.boolean :is_internal, default: false, null: false
+      t.boolean :is_system, default: false, null: false
+
+      t.timestamps
+    end
+
+    add_index Escalated.table_name("replies"), [:author_type, :author_id]
+    add_index Escalated.table_name("replies"), :is_internal
+    add_index Escalated.table_name("replies"), :created_at
+  end
+end

data/db/migrate/006_create_escalated_attachments.rb

@@ -0,0 +1,17 @@
+class CreateEscalatedAttachments < ActiveRecord::Migration[7.0]
+  def change
+    create_table Escalated.table_name("attachments") do |t|
+      # Polymorphic - can attach to tickets or replies
+      t.string :attachable_type, null: false
+      t.bigint :attachable_id, null: false
+
+      t.string :filename, null: false
+      t.string :content_type, null: false
+      t.bigint :byte_size, null: false, default: 0
+
+      t.timestamps
+    end
+
+    add_index Escalated.table_name("attachments"), [:attachable_type, :attachable_id]
+  end
+end

data/db/migrate/007_create_escalated_ticket_tags.rb

@@ -0,0 +1,13 @@
+class CreateEscalatedTicketTags < ActiveRecord::Migration[7.0]
+  def change
+    create_table Escalated.table_name("ticket_tags"), id: false do |t|
+      t.references :ticket, null: false, foreign_key: { to_table: Escalated.table_name("tickets") }
+      t.references :tag, null: false, foreign_key: { to_table: Escalated.table_name("tags") }
+    end
+
+    add_index Escalated.table_name("ticket_tags"),
+              [:ticket_id, :tag_id],
+              unique: true,
+              name: "idx_escalated_ticket_tags_unique"
+  end
+end

data/db/migrate/008_create_escalated_support_tables.rb

@@ -0,0 +1,49 @@
+class CreateEscalatedSupportTables < ActiveRecord::Migration[7.0]
+  def change
+    # Department-Agent join table
+    create_table Escalated.table_name("department_agents"), id: false do |t|
+      t.bigint :department_id, null: false
+      t.bigint :agent_id, null: false
+    end
+
+    add_index Escalated.table_name("department_agents"),
+              [:department_id, :agent_id],
+              unique: true,
+              name: "idx_escalated_dept_agents_unique"
+    add_foreign_key Escalated.table_name("department_agents"),
+                    Escalated.table_name("departments"),
+                    column: :department_id
+
+    # Escalation Rules
+    create_table Escalated.table_name("escalation_rules") do |t|
+      t.string :name, null: false
+      t.text :description
+      t.json :conditions, null: false
+      t.json :actions, null: false
+      t.integer :priority, default: 0, null: false
+      t.boolean :is_active, default: true, null: false
+
+      t.timestamps
+    end
+
+    add_index Escalated.table_name("escalation_rules"), :is_active
+    add_index Escalated.table_name("escalation_rules"), :priority
+
+    # Canned Responses
+    create_table Escalated.table_name("canned_responses") do |t|
+      t.string :title, null: false
+      t.text :body, null: false
+      t.string :shortcode
+      t.string :category
+      t.boolean :is_shared, default: false, null: false
+      t.bigint :created_by, null: false
+
+      t.timestamps
+    end
+
+    add_index Escalated.table_name("canned_responses"), :shortcode, unique: true
+    add_index Escalated.table_name("canned_responses"), :is_shared
+    add_index Escalated.table_name("canned_responses"), :created_by
+    add_index Escalated.table_name("canned_responses"), :category
+  end
+end

data/db/migrate/009_create_escalated_ticket_activities.rb

@@ -0,0 +1,20 @@
+class CreateEscalatedTicketActivities < ActiveRecord::Migration[7.0]
+  def change
+    create_table Escalated.table_name("ticket_activities") do |t|
+      t.references :ticket, null: false, foreign_key: { to_table: Escalated.table_name("tickets") }
+      t.string :action, null: false
+
+      # Polymorphic causer (user or system)
+      t.string :causer_type
+      t.bigint :causer_id
+
+      t.json :details, default: {}
+
+      t.timestamps
+    end
+
+    add_index Escalated.table_name("ticket_activities"), [:causer_type, :causer_id]
+    add_index Escalated.table_name("ticket_activities"), :action
+    add_index Escalated.table_name("ticket_activities"), :created_at
+  end
+end

data/db/migrate/010_create_escalated_settings.rb

@@ -0,0 +1,29 @@
+class CreateEscalatedSettings < ActiveRecord::Migration[7.0]
+  def up
+    table_name = "#{Escalated.configuration.table_prefix}settings"
+
+    create_table table_name do |t|
+      t.string :key, null: false
+      t.text :value
+      t.timestamps
+    end
+
+    add_index table_name, :key, unique: true
+
+    # Seed default settings
+    now = Time.current
+    execute <<-SQL.squish
+      INSERT INTO #{table_name} (#{connection.quote_column_name('key')}, value, created_at, updated_at)
+      VALUES
+        ('guest_tickets_enabled', '1', '#{now.utc.iso8601}', '#{now.utc.iso8601}'),
+        ('allow_customer_close', '1', '#{now.utc.iso8601}', '#{now.utc.iso8601}'),
+        ('auto_close_resolved_after_days', '7', '#{now.utc.iso8601}', '#{now.utc.iso8601}'),
+        ('max_attachments_per_reply', '5', '#{now.utc.iso8601}', '#{now.utc.iso8601}'),
+        ('max_attachment_size_kb', '10240', '#{now.utc.iso8601}', '#{now.utc.iso8601}')
+    SQL
+  end
+
+  def down
+    drop_table "#{Escalated.configuration.table_prefix}settings"
+  end
+end

data/db/migrate/011_add_guest_fields_to_escalated_tickets.rb

@@ -0,0 +1,28 @@
+class AddGuestFieldsToEscalatedTickets < ActiveRecord::Migration[7.0]
+  def up
+    table_name = "#{Escalated.configuration.table_prefix}tickets"
+
+    # Make requester polymorphic fields nullable for guest tickets
+    change_column_null table_name, :requester_type, true
+    change_column_null table_name, :requester_id, true
+
+    # Add guest ticket fields
+    add_column table_name, :guest_name, :string, null: true
+    add_column table_name, :guest_email, :string, null: true
+    add_column table_name, :guest_token, :string, limit: 64, null: true
+
+    add_index table_name, :guest_token, unique: true
+  end
+
+  def down
+    table_name = "#{Escalated.configuration.table_prefix}tickets"
+
+    remove_column table_name, :guest_name
+    remove_column table_name, :guest_email
+    remove_index table_name, :guest_token
+    remove_column table_name, :guest_token
+
+    change_column_null table_name, :requester_type, false
+    change_column_null table_name, :requester_id, false
+  end
+end