support_desk 0.1.2 → 0.2.0

data/lib/support_desk/summary.rb

@@ -46,7 +46,7 @@ module SupportDesk
       # this speaks the reader's language. Duration#inspect is English
       # whatever the locale, which left one untranslatable string in an
       # otherwise Spanish console.
-      Wizard.humanize_duration(duration)
+      SupportDesk.humanize_duration(duration)
     end
 
     # The whole line.

data/lib/support_desk/test_helpers.rb

@@ -6,6 +6,7 @@ module SupportDesk
   #   include SupportDesk::TestHelpers
   #
   #   ticket = open_support_ticket(for: users(:alice), about: rides(:sevilla), message: "No aparece")
+  #   ticket = open_support_ticket(for: users(:alice), by: users(:lucia), message: "Vimos que…")
   #   reply_as users(:lucia), ticket, "Lo miramos"
   #   assert_awaiting_requester ticket
   #   assert_ticket_event ticket, :handed_off, from: users(:lucia), to: users(:pedro)
@@ -15,10 +16,14 @@ module SupportDesk
   # The assertions read the same way the gem's own suite does, which is the
   # point: your acceptance tests and ours describe the same behaviour.
   module TestHelpers
-    # Open a ticket the way a requester would, and hand it back.
-    def open_support_ticket(message: "Necesito ayuda", about: nil, topic: nil, **options)
+    # Open a ticket the way a requester would — or, with `by:`, the way the
+    # desk does when it writes first. Through the public sugar in both cases,
+    # so this helper exercises what hosts actually type.
+    def open_support_ticket(message: "Necesito ayuda", about: nil, topic: nil, by: nil, **options)
       requester = options.fetch(:for) { raise ArgumentError, "open_support_ticket needs for: a requester" }
-      requester.ask_support!(message, about: about, topic: topic)
+      return requester.ask_support!(message, about: about, topic: topic) if by.nil? || by == requester
+
+      by.open_support_conversation_with!(requester, message, about: about, topic: topic)
     end
 
     # Answer as an agent. Returns the Chats::Message.

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 = "0.2.0"
 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
@@ -186,20 +186,12 @@ 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)
-    # app that has no ActionView.
-    def self.humanize_duration(duration)
-      return duration.inspect unless defined?(ActionView::Helpers::DateHelper)
-
-      @duration_words ||= Object.new.extend(ActionView::Helpers::DateHelper)
-      words = @duration_words.distance_of_time_in_words(duration.to_i).to_s
-      # An app whose locale has no date translations (no rails-i18n) would
-      # otherwise show "Translation missing" to a customer.
-      words.start_with?("Translation missing") ? duration.inspect : words
-    end
+    # "1 day", "4 horas" — the summary, the helper and an opening line's
+    # `%{reply_within}` all say it too, so it lives on SupportDesk now. Kept
+    # here as a delegation: it has been public since 0.1.
+    def self.humanize_duration(duration) = SupportDesk.humanize_duration(duration)
 
     # The open case this would land in, when the requester already has one
     # about this thing — so the wizard can say "you already have a
@@ -207,10 +199,7 @@ 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 +259,9 @@ 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

data/lib/support_desk.rb

@@ -158,6 +158,17 @@ module SupportDesk
     # Every class that has declared itself able to answer.
     def agent_class_names = @agent_class_names ||= Set.new
 
+    # The registered classes themselves, for the places that have to restrict
+    # a lookup to them — the console's GlobalID allow-lists, where a raw
+    # token is an identifier and never an authorization to call `find` on
+    # whatever class name it names.
+    #
+    # Names that no longer resolve are dropped rather than raised on: the
+    # registries store names so they survive reloads, and a class that went
+    # away is simply not one of the classes people can be looked up as.
+    def requester_classes = resolve_all(requester_class_names)
+    def supportable_classes = resolve_all(supportable_class_names)
+
     # Whether +klass+ (a Class, an instance, or a class name) is supportable.
     def supportable_class?(klass) = registered?(supportable_class_names, klass)
     # Whether +klass+ asks for support / answers it. Ancestor-aware, so an
@@ -165,6 +176,20 @@ module SupportDesk
     def requester_class?(klass) = registered?(requester_class_names, klass)
     def agent_class?(klass) = registered?(agent_class_names, klass)
 
+    # --- Macro conditions -----------------------------------------------------------
+
+    # Whether +record+ passes an `if:` condition from a macro — nil is always
+    # yes. Both `has_support_tickets if:` (may this person ask for help, and
+    # be written to) and `acts_as_support_agent if:` (may this person answer)
+    # are read through here, so the two conditions can never drift into two
+    # meanings of the same option.
+    def eligible?(record, condition)
+      return true if condition.nil?
+      return !!record.public_send(condition) if condition.is_a?(Symbol)
+
+      !!condition.call(record)
+    end
+
     # --- The chats seam -------------------------------------------------------------
 
     # Subscribe the gem's own `:message_created` listener, which is what
@@ -257,6 +282,22 @@ module SupportDesk
       ]
     end
 
+    # A duration in the reader's own language ("1 día", "4 hours") — the
+    # answer promise in the wizard's line, the wait in a console summary, and
+    # the `%{reply_within}` an opening line can interpolate.
+    #
+    # Duration#inspect is English whatever the locale, which is what left one
+    # untranslatable string in an otherwise Spanish console.
+    def humanize_duration(duration)
+      return duration.inspect unless defined?(ActionView::Helpers::DateHelper)
+
+      @duration_words ||= Object.new.extend(ActionView::Helpers::DateHelper)
+      words = @duration_words.distance_of_time_in_words(duration.to_i).to_s
+      # An app whose locale has no date translations (no rails-i18n) would
+      # otherwise show "Translation missing" to a customer.
+      words.start_with?("Translation missing") ? duration.inspect : words
+    end
+
     # A stable, URL-safe key for an actor (agent, requester, desk), used in
     # cache keys and event payloads. GlobalID params already encode class +
     # id, so two classes can never collide.
@@ -274,6 +315,10 @@ module SupportDesk
       klass
     end
 
+    def resolve_all(registry)
+      registry.filter_map { |name| name.safe_constantize }
+    end
+
     def registered?(registry, klass)
       klass = klass.class unless klass.is_a?(Class) || klass.is_a?(String)
       name = klass.is_a?(String) ? klass : klass.name

data/lib/tasks/support_desk.rake

@@ -0,0 +1,27 @@
+# frozen_string_literal: true
+
+namespace :support_desk do
+  desc "Point every case with no provenance at its requester (the 0.1 → 0.2 catch-up)"
+  task backfill_opened_by: :environment do
+    # The same UPDATE the 0.2.0 migration runs, for the handover window: a
+    # 0.1 process still serving traffic writes NULL provenance after the
+    # migration's own backfill, so the catch-up is run once more when those
+    # processes are gone.
+    #
+    # Idempotent, and safe to run at any time, for one reason: 0.2 opens
+    # every case as a record (automation openers are refused — see
+    # docs/12-open-questions.md Q17), so a NULL `opened_by` can only be a row
+    # 0.1 wrote. The day automation lands, NULL becomes legitimate provenance
+    # and this task stops being safe — that is part of the work Q17 names.
+    relation = SupportDesk::Ticket.where(opened_by_id: nil)
+    pending = relation.count
+
+    if pending.zero?
+      puts "[support_desk] every case already says who opened it."
+      next
+    end
+
+    updated = relation.update_all("opened_by_type = requester_type, opened_by_id = requester_id")
+    puts "[support_desk] #{updated} case(s) now point at their requester."
+  end
+end

metadata

@@ -1,13 +1,13 @@
 --- !ruby/object:Gem::Specification
 name: support_desk
 version: !ruby/object:Gem::Version
-  version: 0.1.2
+  version: 0.2.0
 platform: ruby
 authors:
 - rameerez
 bindir: exe
 cert_chain: []
-date: 2026-09-16 00:00:00.000000000 Z
+date: 2026-09-18 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
@@ -138,11 +144,13 @@ files:
 - app/views/support_desk/console/tickets/_context_card.html.erb
 - app/views/support_desk/console/tickets/_message.html.erb
 - app/views/support_desk/console/tickets/_nav_badge.html.erb
+- app/views/support_desk/console/tickets/_new_conversation_form.html.erb
 - app/views/support_desk/console/tickets/_tabs.html.erb
 - app/views/support_desk/console/tickets/_ticket_row.html.erb
 - app/views/support_desk/console/tickets/_timeline.html.erb
 - app/views/support_desk/console/tickets/_transcript.html.erb
 - app/views/support_desk/console/tickets/index.html.erb
+- app/views/support_desk/console/tickets/new.html.erb
 - app/views/support_desk/console/tickets/show.html.erb
 - app/views/support_desk/tickets/_context_card.html.erb
 - app/views/support_desk/tickets/_door.html.erb
@@ -166,10 +174,12 @@ files:
 - gemfiles/rails_8.1.gemfile
 - lib/generators/support_desk/console_generator.rb
 - lib/generators/support_desk/install_generator.rb
+- lib/generators/support_desk/templates/add_opened_by_to_support_desk_tickets.rb.erb
 - lib/generators/support_desk/templates/console/controller.rb.erb
 - lib/generators/support_desk/templates/console/resource.rb.erb
 - lib/generators/support_desk/templates/create_support_desk_tables.rb.erb
 - lib/generators/support_desk/templates/initializer.rb
+- lib/generators/support_desk/upgrade_generator.rb
 - lib/generators/support_desk/views_generator.rb
 - lib/support_desk.rb
 - lib/support_desk/configuration.rb
@@ -199,6 +209,7 @@ files:
 - lib/support_desk/topic_tree.rb
 - lib/support_desk/version.rb
 - lib/support_desk/wizard.rb
+- lib/tasks/support_desk.rake
 homepage: https://github.com/rameerez/support_desk
 licenses:
 - MIT