support_desk 0.1.2 → 0.1.3

checksums.yaml

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data/CHANGELOG.md

@@ -4,6 +4,20 @@ All notable changes to this project are documented here.
 The format is based on [Keep a Changelog](https://keepachangelog.com/en/1.1.0/),
 and this project adheres to [Semantic Versioning](https://semver.org/spec/v2.0.0.html).
 
+## [0.1.3] - 2026-09-17
+
+### Fixed
+
+- Opening a case and its first message is atomic; rejected uploads render validation errors with the draft preserved.
+- Reopening historical cases preserves both conversations when a newer case already exists; new submissions still reuse an open case.
+- Assignment authorizes its actor, and assignment, hand-off, release and reply policy check current state under the row lock.
+- Delayed message registration derives whose turn it is from both clocks and cannot reopen a case closed after the message.
+- Reading an authorized console transcript marks the desk's read horizon through the last displayed message.
+- Topics resolve within their ticket's desk; wizard routing and response promises honor nondefault desks.
+- The requester upload form uses multipart encoding, and its send budget is shared with chats.
+- Requires chats >= 0.3.2, whose authors need no messaging capabilities of
+  their own, so staff sign a desk reply without becoming messagers.
+
 ## [0.1.2] - 2026-09-16
 
 ### Fixed

data/README.md

@@ -429,13 +429,19 @@ end
 
 Pass `key:` from anywhere that runs more than once (a `to_prepare` block, an engine initializer) and re-registering replaces that subscriber instead of stacking a copy on every reload.
 
-Keep notification titles generic — `ticket.notification_title` is — and put the detail in the body. A lock screen shouldn't spell out what somebody's support case is about.
+Keep push titles and bodies generic — `ticket.notification_title` is safe for previews.
+`ticket.notification_body` contains case details for an authenticated feed, not a lock screen.
 
 ## Compatibility
 
 Rails 7.2, 8.0 and 8.1; Ruby >= 3.2; PostgreSQL, SQLite and MySQL; bigint or UUID primary keys (the migration follows your app's `primary_key_type`).
 
-PostgreSQL and SQLite additionally hold the two cardinality rules — one open ticket about one thing, one open assignment per ticket — as **partial unique indexes**, so a race loses at the database and not merely at the model. MySQL has no partial indexes, so there those two rules are model-only; that is why the suite's own matrix is SQLite and PostgreSQL.
+PostgreSQL and SQLite enforce unique new-case creation and one open assignment per ticket
+with **partial unique indexes**. New submissions reuse an existing open case. Reopening
+historical cases is deliberately exempt from new-case deduplication: if a newer case
+already exists, both histories remain open and support is notified of the reply. No
+conversation is silently merged, closed or discarded. MySQL has no partial indexes,
+so these guarantees are model-only there; the suite's matrix is SQLite and PostgreSQL.
 
 ## Testing
 

data/app/controllers/support_desk/tickets_controller.rb

@@ -14,6 +14,7 @@ module SupportDesk
     CLOSED_TICKETS_SHOWN = 20
 
     before_action :set_wizard, only: %i[new create]
+    include Chats::SendRateLimited
 
     # Their cases: open ones as rows, closed ones folded away, and the door
     # to open another.
@@ -45,6 +46,9 @@ module SupportDesk
 
       ticket = @wizard.open!(message, files: files)
       redirect_to conversation_path_for(ticket)
+    rescue ActiveRecord::RecordInvalid => e
+      @error = e.record.errors.full_messages.to_sentence
+      render :new, status: :unprocessable_entity
     rescue SupportDesk::RateLimited, SupportDesk::TooManyOpenTickets => e
       render_limit_wall(e)
     rescue SupportDesk::InvalidTransition
@@ -66,6 +70,8 @@ module SupportDesk
 
     private
 
+    def chat_rate_limit_messager = current_requester
+
     def set_wizard
       @wizard = SupportDesk::Wizard.new(current_requester, params)
       # A token that is forged, expired, or points at somebody else's record

data/app/views/support_desk/tickets/_write.html.erb

@@ -20,6 +20,7 @@
   <%= render "support_desk/tickets/context_card", subject: wizard.subject if wizard.subject %>
 
   <%= form_with url: support_desk_routes.tickets_path,
+                multipart: true,
                 method: :post,
                 class: "support-desk-form",
                 data: { turbo_frame: "_top" } do %>

data/lib/support_desk/console.rb

@@ -102,6 +102,7 @@ module SupportDesk
       before_action :set_support_ticket, only: MEMBER_ACTIONS
       before_action :authorize_support_console!
       before_action :require_offered_action!, only: TRANSITIONS
+      after_action :mark_support_transcript_read, only: :show
 
       helper_method :current_agent, :support_desk_record, :support_queue, :support_transcript,
                     :console_ticket_path, :console_tickets_path, :console_file_path
@@ -218,7 +219,10 @@ module SupportDesk
     # Override to paginate a long one.
     def support_transcript(ticket = @ticket)
       scope = ticket.messages.visible.oldest_first.includes(:sender, :author)
-      scope.respond_to?(:with_attached_files) ? scope.with_attached_files : scope
+      scope = scope.with_attached_files if scope.respond_to?(:with_attached_files)
+      scope.load
+      @support_read_through = scope.last&.created_at if ticket == @ticket
+      scope
     end
 
     # The default queue tab and the tickets behind it, for hosts that want
@@ -276,6 +280,12 @@ module SupportDesk
 
     private
 
+    def mark_support_transcript_read
+      return unless response.successful? && @support_read_through
+
+      @ticket.conversation.participant_for(@ticket.desk)&.read!(at: @support_read_through)
+    end
+
     # --- Who is asking ------------------------------------------------------------
 
     # The person answering. Define `current_agent` in your controller, or

data/lib/support_desk/models/ticket.rb

@@ -55,11 +55,18 @@ module SupportDesk
     has_many :events, class_name: "SupportDesk::Event", inverse_of: :ticket, dependent: :delete_all
     has_many :messages, through: :conversation, source: :messages
 
-    # `ticket.topic` is a Topic, never a String — the tree is the thing that
-    # carries behaviour, so the column casts both ways.
+    # Persist only the path. Resolving behavior needs this ticket's desk;
+    # an attribute caster has no record context and cannot choose the tree.
     attribute :topic, Topic::Type.new
     attribute :metadata, default: -> { {} }
 
+    def topic
+      path = self[:topic]
+      return if path.nil?
+
+      desk_config.topics.find(path) || Topic::Unknown.new(path)
+    end
+
     validates :status, inclusion: { in: STATUSES }
     validates :awaiting, inclusion: { in: AWAITING_STATES }
     validates :opened_via, inclusion: { in: CHANNELS }
@@ -166,24 +173,22 @@ module SupportDesk
         node = resolve_topic!(topic, about, desk, requester, about)
 
         cardinality = cardinality_key_for(requester: requester, subject: about, topic: node)
-        existing = open_ticket_for(requester: requester, desk: desk, cardinality_key: cardinality)
+        existing = existing_for(requester: requester, desk: desk, subject: about, topic: node)
         return post_opening_message(existing, message, files) if existing
 
         enforce_rate_limit!(requester, desk)
         enforce_open_ticket_cap!(requester, desk)
 
-        ticket, inserted = insert_ticket!(
-          requester: requester, desk: desk, node: node, about: about, via: via,
-          requester_role: requester_role, title: title, metadata: metadata, cardinality_key: cardinality
-        )
-        ticket = post_opening_message(ticket, message, files)
-
-        # ONLY the request that actually inserted announces the ticket. Under
-        # the insert race the loser is holding somebody else's ticket, and a
-        # subscriber that pages every agent, or writes a row into a
-        # hash-chained audit log, must not do it twice for one case.
-        SupportDesk.emit_after_commit(:ticket_opened, ticket) if inserted
-        ticket
+        ticket = transaction do
+          created, inserted = insert_ticket!(
+            requester: requester, desk: desk, node: node, about: about, via: via,
+            requester_role: requester_role, title: title, metadata: metadata, cardinality_key: cardinality
+          )
+          post_opening_message(created, message, files)
+          SupportDesk.emit_after_commit(:ticket_opened, created) if inserted
+          created
+        end
+        ticket.reload
       end
 
       # A human-friendly, unguessable-enough reference: "T-AB12CD".
@@ -218,6 +223,16 @@ module SupportDesk
         end
       end
 
+      # New submissions reuse an open case, including a reopened history.
+      # Reopening itself never merges or discards a different conversation.
+      def existing_for(requester:, desk:, subject:, topic:)
+        return if subject && !subject.class.one_open_support_ticket?
+
+        scope = not_closed.where(requester: requester, desk: desk, subject: subject)
+        scope = scope.where(topic: topic.to_s) unless subject
+        scope.newest_first.first
+      end
+
       private
 
       # "on this desk, and waiting longer than its own threshold" — with an
@@ -325,7 +340,9 @@ module SupportDesk
         attempts = 0
         begin
           attempts += 1
-          ticket, opened = transaction do
+          # A unique-index loser must roll back a savepoint before querying
+          # the winner; PostgreSQL forbids reads in an aborted transaction.
+          ticket, opened = transaction(requires_new: true) do
             ticket = create!(
               desk: desk, requester: requester, requester_role: requester_role, subject: about,
               topic: node, title: title.presence, reference: unique_reference, status: "open",
@@ -491,14 +508,14 @@ module SupportDesk
     def reply!(body = nil, by: nil, files: [], request: nil)
       actor = resolve_actor(by)
       ensure_agent!(actor)
-      ensure_writable!
 
       # One transaction, because taking the ticket and announcing it are
       # part of answering: a reply that raises (an empty body, a locked
       # conversation, a rate limit) must not leave the agent holding a case
       # they never answered, or "Lucía se ocupa de tu consulta" sitting in
       # the requester's thread with no reply under it.
-      transaction do
+      with_lock do
+        ensure_writable!
         apply_reply_policy!(actor, request: request)
         desk.message!(conversation, body, files: files, author: actor)
       end
@@ -521,13 +538,14 @@ module SupportDesk
     # handed it. Repeating an assignment to the current holder does nothing.
     def assign!(to:, by: nil, reason: nil, note: nil, request: nil)
       actor = resolve_actor(by)
+      ensure_agent!(actor)
       ensure_assignable!(to)
-      raise InvalidTransition, "can't assign a closed ticket — reopen it first" if closed?
 
       reason ||= to == actor ? :taken : :assigned
       assignment = nil
 
       event = write_transition!(:assigned, actor: actor, request: request) do
+        raise InvalidTransition, "can't assign a closed ticket — reopen it first" if closed?
         next false if assigned_to?(to)
 
         assignment = Assignment.open!(ticket: self, agent: to, by: actor, reason: reason, note: note)
@@ -545,18 +563,19 @@ module SupportDesk
     # whoever picks it up. Hand-off notes are always internal.
     def hand_off!(to:, note: nil, by: nil, request: nil)
       actor = resolve_actor(by)
-      unless assigned_to?(actor)
-        raise NotTheAssignee, "#{describe_actor(actor)} doesn't hold ticket #{reference} " \
-                              "(#{assignee ? describe_actor(assignee) : "nobody"} does) — use assign! to override"
-      end
+      ensure_agent!(actor)
       ensure_assignable!(to)
-      raise InvalidTransition, "can't hand off a closed ticket" if closed?
-
-      from = assignee
+      from = nil
       assignment = nil
       event = write_transition!(:handed_off, actor: actor, request: request) do
+        unless assigned_to?(actor)
+          raise NotTheAssignee, "#{describe_actor(actor)} doesn't hold ticket #{reference} " \
+                                "(#{assignee ? describe_actor(assignee) : "nobody"} does) — use assign! to override"
+        end
+        raise InvalidTransition, "can't hand off a closed ticket" if closed?
         next false if assigned_to?(to)
 
+        from = assignee
         assignment = Assignment.open!(ticket: self, agent: to, by: actor, reason: :handed_off, note: note,
                                       release_reason: :handed_off)
         update!(assignee: to)
@@ -573,12 +592,12 @@ module SupportDesk
     def release!(by: nil, reason: :released, request: nil)
       actor = resolve_actor(by)
       ensure_agent!(actor)
-      raise InvalidTransition, "can't release a closed ticket" if closed?
-
-      from = assignee
+      from = nil
       event = write_transition!(:released, actor: actor, request: request) do
+        raise InvalidTransition, "can't release a closed ticket" if closed?
         next false if unassigned?
 
+        from = assignee
         assignments.open.each { |assignment| assignment.release!(reason: reason) }
         update!(assignee: nil)
         { "from" => SupportDesk.actor_key(from), "reason" => reason.to_s }
@@ -625,7 +644,8 @@ module SupportDesk
         # one update! hash reads the closed ticket's "none" and stores nil —
         # a reopened case that no SLA scope can see.
         assign_attributes(status: "open", closed_at: nil, closed_by: nil,
-                          reopen_count: reopen_count.to_i + 1, awaiting: awaiting_from_clocks)
+                          reopen_count: reopen_count.to_i + 1, awaiting: awaiting_from_clocks,
+                          cardinality_key: "reopened:#{id}")
         self.waiting_since = waiting_since_from_clocks
         save!
         restore_assignment!(by: actor)
@@ -711,11 +731,10 @@ module SupportDesk
         attributes = { last_registered_message_id: message.id }
         case role
         when :requester
-          attributes[:awaiting] = "agent"
           attributes[:last_requester_message_at] = message.created_at
-          if closed? && desk_config.closed_tickets == :reopen_on_reply
+          if closed? && message.created_at > closed_at && desk_config.closed_tickets == :reopen_on_reply
             attributes.merge!(status: "open", closed_at: nil, closed_by: nil,
-                              reopen_count: reopen_count.to_i + 1)
+                              reopen_count: reopen_count.to_i + 1, cardinality_key: "reopened:#{id}")
             reopened = true
           end
         when :agent
@@ -724,10 +743,10 @@ module SupportDesk
           # A closed case owes nobody anything. An agent adding one last
           # word keeps the clocks honest without putting the case back in a
           # queue that `close!` just took it out of.
-          attributes[:awaiting] = "requester" unless closed?
         end
 
         assign_attributes(attributes)
+        self.awaiting = closed? ? "none" : awaiting_from_clocks
         self.waiting_since = waiting_since_from_clocks
         save!
 
@@ -825,7 +844,7 @@ module SupportDesk
       I18n.t("support_desk.notifications.title", desk: desk.name)
     end
 
-    # The detail, for the body — visible after unlock.
+    # Case detail for an authenticated feed. Do not use for push previews.
     def notification_body = label
 
     # A GDPR-friendly dump of the case as the requester experienced it:

data/lib/support_desk/topic.rb

@@ -192,9 +192,12 @@ module SupportDesk
 
     # The desk key tickets under this topic belong to.
     def desk_key
-      (inherited_or_own(:desk) || :default).to_sym
+      desk_override || :default
     end
 
+    # nil means inherit the wizard's desk, not route to the default desk.
+    def desk_override = inherited_or_own(:desk)&.to_sym
+
     # Hidden from the wizard; the label still resolves for historic tickets.
     def retired? = !!inherited_or_own(:retired)
 
@@ -257,34 +260,10 @@ module SupportDesk
       def inspect = "#<SupportDesk::Topic::Unknown #{path}>"
     end
 
-    # The ActiveModel attribute type behind `attribute :topic`: casts
-    # Symbol | String | Topic on the way in, hands back a Topic on the way
-    # out, and serializes to the path — so `where(topic: :ride)` works and a
-    # view never sees a bare string.
-    class Type < ActiveModel::Type::Value
-      def type = :string
-
-      def cast(value)
-        case value
-        when nil then nil
-        when Topic then value
-        else SupportDesk.find_topic(value.to_s)
-        end
-      end
-
-      def serialize(value)
-        case value
-        when nil then nil
-        when Topic then value.path
-        else value.to_s
-        end
-      end
-
-      def deserialize(value) = cast(value)
-
-      def changed_in_place?(raw_old_value, new_value)
-        raw_old_value != serialize(new_value)
-      end
+    # Casting must not consult a global topic tree: the same path may mean
+    # different things on two desks. Ticket#topic resolves the stored path.
+    class Type < ActiveModel::Type::String
+      def cast(value) = value&.to_s
     end
   end
 end

data/lib/support_desk/version.rb

@@ -1,5 +1,5 @@
 # frozen_string_literal: true
 
 module SupportDesk
-  VERSION = "0.1.2"
+  VERSION = "0.1.3"
 end

data/lib/support_desk/wizard.rb

@@ -84,7 +84,7 @@ module SupportDesk
     # requester's desk, and a #desk that depended on the topic would ask the
     # tree for the topic to find out which tree to ask.
     def target_desk
-      key = topic&.desk_key
+      key = topic&.desk_override
       return desk if key.nil? || key == desk.key
 
       SupportDesk.desk(key) || desk
@@ -186,7 +186,7 @@ module SupportDesk
     end
 
     # The promise as a Duration, for hosts that want to phrase it themselves.
-    def promise_within = desk.config.reply_within
+    def promise_within = target_desk.config.reply_within
 
     # "1 day", "4 horas" — through ActionView's date helper so it speaks the
     # requester's language, falling back to Duration#inspect in the (rare)
@@ -207,10 +207,7 @@ module SupportDesk
     def existing_ticket
       return nil if topic.nil? || topic.branch?
 
-      key = Ticket.cardinality_key_for(requester: requester, subject: subject, topic: topic)
-      return nil if key.start_with?("free:")
-
-      Ticket.not_closed.find_by(requester: requester, desk: target_desk, cardinality_key: key)
+      Ticket.existing_for(requester: requester, desk: target_desk, subject: subject, topic: topic)
     end
 
     # Which records in +choices+ the requester already has an open case
@@ -270,15 +267,9 @@ module SupportDesk
         raise InvalidTransition, "the wizard is still on the #{step} step — pick one before submitting"
       end
 
-      # `ask_support!` files under the REQUESTER's desk, which is right
-      # until a topic says otherwise; then the redirect is spelled out.
-      if target_desk == desk
-        requester.ask_support!(message, about: subject, topic: topic.path, files: files)
-      else
-        Ticket.open!(requester: requester, message: message, about: subject, topic: topic.path,
-                     files: files, desk: target_desk,
-                     requester_role: requester.class.support_desk_requester_options[:as])
-      end
+      Ticket.open!(requester: requester, message: message, about: subject, topic: topic.path,
+                   files: files, desk: target_desk,
+                   requester_role: requester.class.support_desk_requester_options[:as])
     end
 
     # A signed token for the currently chosen subject, to round-trip through

metadata

@@ -1,13 +1,13 @@
 --- !ruby/object:Gem::Specification
 name: support_desk
 version: !ruby/object:Gem::Version
-  version: 0.1.2
+  version: 0.1.3
 platform: ruby
 authors:
 - rameerez
 bindir: exe
 cert_chain: []
-date: 2026-09-16 00:00:00.000000000 Z
+date: 2026-09-17 00:00:00.000000000 Z
 dependencies:
 - !ruby/object:Gem::Dependency
   name: activerecord
@@ -56,6 +56,9 @@ dependencies:
     - - "~>"
       - !ruby/object:Gem::Version
         version: '0.3'
+    - - ">="
+      - !ruby/object:Gem::Version
+        version: 0.3.2
   type: :runtime
   prerelease: false
   version_requirements: !ruby/object:Gem::Requirement
@@ -63,6 +66,9 @@ dependencies:
     - - "~>"
       - !ruby/object:Gem::Version
         version: '0.3'
+    - - ">="
+      - !ruby/object:Gem::Version
+        version: 0.3.2
 - !ruby/object:Gem::Dependency
   name: globalid
   requirement: !ruby/object:Gem::Requirement