@open-mercato/core 0.10.1-develop.7717.1.2befe9c634 → 0.10.1-develop.7721.1.b5c4a00a68

package/dist/modules/staff/commands/support-tickets.js

@@ -0,0 +1,513 @@
+import { z } from "zod";
+import { registerCommand } from "@open-mercato/shared/lib/commands";
+import { CrudHttpError } from "@open-mercato/shared/lib/crud/errors";
+import { resolveTranslations } from "@open-mercato/shared/lib/i18n/server";
+import { emitCrudSideEffects, emitCrudUndoSideEffects } from "@open-mercato/shared/lib/commands/helpers";
+import { withAtomicFlush } from "@open-mercato/shared/lib/commands/flush";
+import { createLogger } from "@open-mercato/shared/lib/logger";
+import { getTelemetryRuntime } from "@open-mercato/shared/lib/telemetry/runtime";
+import { findOneWithDecryption } from "@open-mercato/shared/lib/encryption/find";
+import {
+  StaffSupportTicket,
+  StaffTimeTask,
+  StaffTimeTaskComment,
+  StaffTimeTaskStatus
+} from "../data/entities.js";
+import { staffTimeTaskCommentCrudEvents } from "../lib/crud.js";
+import { findSupportTicketCategory } from "../lib/support/dictionaries.js";
+import { resolveSupportRoute } from "../lib/support/routing.js";
+import { allocateTaskReference, withTaskReferenceRetry, isTaskReferenceConflict } from "../lib/timesheets-tasks/taskReference.js";
+import {
+  resolveAssignmentGraceDaysFromContainer,
+  resolveUsableDefaultAssignee
+} from "../lib/time-tracking/projectAssignment.js";
+import { readTimeTrackingSettings } from "../lib/time-tracking/settings.js";
+import { DEFAULT_SUPPORT_REFERENCE_PREFIX } from "../lib/time-tracking/settingKeys.js";
+import { emitStaffEvent } from "../events.js";
+import {
+  applyStatusToTask,
+  emitTaskAssigneeChanged,
+  nextTaskPosition,
+  readHighestSequenceNumber,
+  taskCrudEvents,
+  taskCrudIndexer,
+  TASK_LIST_CACHE_RESOURCE
+} from "./timesheets-tasks.js";
+import { explicitStaffCommandScope, extractUndoPayload, lockLiveProjectForWrite } from "./shared.js";
+const logger = createLogger("staff").child({ component: "commands/support-tickets" });
+const staffSupportTicketCommandIds = {
+  createFromPortal: "staff.support_tickets.create_from_portal",
+  portalMessage: "staff.support_tickets.portal_message"
+};
+const SUPPORT_TICKET_RESOURCE_KIND = "staff.support_ticket";
+const SUPPORT_CATEGORY_UNAVAILABLE_CODE = "support_category_unavailable";
+const customerScopeFields = {
+  tenantId: z.string().uuid(),
+  organizationId: z.string().uuid(),
+  customerId: z.string().uuid(),
+  customerUserId: z.string().uuid(),
+  customerDisplayName: z.string().max(255).optional().nullable(),
+  customerKind: z.string().max(50).optional().nullable(),
+  reporterDisplayName: z.string().max(255).optional().nullable()
+};
+const supportTicketCreateFromPortalSchema = z.object({
+  ...customerScopeFields,
+  categoryValue: z.string().trim().min(1).max(150),
+  subject: z.string().trim().min(3).max(200),
+  description: z.string().trim().min(1).max(1e4)
+});
+const supportTicketPortalMessageSchema = z.object({
+  ...customerScopeFields,
+  taskId: z.string().uuid(),
+  body: z.string().trim().min(1).max(1e4)
+});
+const portalVisibleCommentEvents = {
+  ...staffTimeTaskCommentCrudEvents,
+  buildPayload: (context) => ({
+    ...staffTimeTaskCommentCrudEvents.buildPayload ? staffTimeTaskCommentCrudEvents.buildPayload(context) : {},
+    portalVisible: true
+  })
+};
+function categoryUnavailableError(translate) {
+  const message = translate(
+    "staff.support.errors.categoryUnavailable",
+    "Support requests in this category are not available right now."
+  );
+  return new CrudHttpError(422, {
+    code: SUPPORT_CATEGORY_UNAVAILABLE_CODE,
+    error: message,
+    fieldErrors: { categoryValue: message }
+  });
+}
+function ticketNotFoundError(translate) {
+  return new CrudHttpError(404, {
+    error: translate("staff.support.errors.ticketNotFound", "Support ticket not found.")
+  });
+}
+function formatSupportReference(prefix, sequenceNumber) {
+  return `${prefix}-${sequenceNumber}`;
+}
+async function readSupportReferencePrefix(ctx, tenantId) {
+  try {
+    const configService = ctx.container.resolve("moduleConfigService");
+    const settings = await readTimeTrackingSettings(configService, { tenantId });
+    const prefix = settings.support?.referencePrefix;
+    return typeof prefix === "string" && prefix.length > 0 ? prefix : DEFAULT_SUPPORT_REFERENCE_PREFIX;
+  } catch {
+    return DEFAULT_SUPPORT_REFERENCE_PREFIX;
+  }
+}
+async function readHighestSupportSequence(em, tenantId, organizationId) {
+  const highest = await findOneWithDecryption(
+    em,
+    StaffSupportTicket,
+    { tenantId, organizationId },
+    { fields: ["id", "supportSequenceNumber"], orderBy: { supportSequenceNumber: "desc" } },
+    { tenantId, organizationId }
+  );
+  return highest?.supportSequenceNumber ?? 0;
+}
+function emitSupportEvent(eventId, payload) {
+  void emitStaffEvent(eventId, payload, { persistent: true }).catch((err) => {
+    logger.error("staff support event emit failed", { err, eventId });
+    getTelemetryRuntime()?.reportError(err, { module: "staff", code: "staff.support_event_emit_failed" });
+  });
+}
+const createFromPortalCommand = {
+  id: staffSupportTicketCommandIds.createFromPortal,
+  async execute(rawInput, ctx) {
+    const parsed = supportTicketCreateFromPortalSchema.parse(rawInput);
+    const { translate } = await resolveTranslations();
+    const scope = { tenantId: parsed.tenantId, organizationId: parsed.organizationId };
+    const commandScope = explicitStaffCommandScope(parsed.tenantId, parsed.organizationId);
+    const baseEm = ctx.container.resolve("em");
+    const category = await findSupportTicketCategory(baseEm.fork(), scope, parsed.categoryValue);
+    if (!category) throw categoryUnavailableError(translate);
+    const route = await resolveSupportRoute(baseEm.fork(), scope, category.value);
+    if (!route) throw categoryUnavailableError(translate);
+    const prefix = await readSupportReferencePrefix(ctx, parsed.tenantId);
+    const graceDays = await resolveAssignmentGraceDaysFromContainer(ctx.container, parsed.tenantId);
+    let result = null;
+    try {
+      result = await withTaskReferenceRetry(async () => {
+        const em = baseEm.fork();
+        let task2 = null;
+        let ticket2 = null;
+        let plan = null;
+        await withAtomicFlush(
+          em,
+          [
+            async () => {
+              const project = await lockLiveProjectForWrite(em, route.timeProjectId, commandScope);
+              if (!project) throw categoryUnavailableError(translate);
+              const status = await em.findOne(StaffTimeTaskStatus, {
+                timeProjectId: project.id,
+                tenantId: parsed.tenantId,
+                organizationId: parsed.organizationId,
+                isDefault: true,
+                deletedAt: null
+              });
+              if (!status) throw categoryUnavailableError(translate);
+              plan = {
+                project,
+                status,
+                position: await nextTaskPosition(em, project.id, status.id, commandScope),
+                highestTaskSequence: await readHighestSequenceNumber(em, project.id, commandScope),
+                highestSupportSequence: await readHighestSupportSequence(em, parsed.tenantId, parsed.organizationId),
+                assigneeStaffMemberId: await resolveUsableDefaultAssignee(em, scope, project, { graceDays })
+              };
+            },
+            () => {
+              if (!plan) throw categoryUnavailableError(translate);
+              const now = /* @__PURE__ */ new Date();
+              const allocation = allocateTaskReference(plan.project.code, plan.highestTaskSequence);
+              task2 = em.create(StaffTimeTask, {
+                tenantId: parsed.tenantId,
+                organizationId: parsed.organizationId,
+                timeProjectId: plan.project.id,
+                parentTaskId: null,
+                taskStatusId: plan.status.id,
+                sequenceNumber: allocation.sequenceNumber,
+                reference: allocation.reference,
+                title: parsed.subject,
+                description: parsed.description,
+                assigneeStaffMemberId: plan.assigneeStaffMemberId,
+                position: plan.position,
+                createdByUserId: null,
+                closedAt: plan.status.isDone ? now : null,
+                source: "portal",
+                customerId: parsed.customerId,
+                createdAt: now,
+                updatedAt: now,
+                deletedAt: null
+              });
+              em.persist(task2);
+            },
+            () => {
+              if (!plan || !task2) throw categoryUnavailableError(translate);
+              const now = /* @__PURE__ */ new Date();
+              const supportSequenceNumber = plan.highestSupportSequence + 1;
+              ticket2 = em.create(StaffSupportTicket, {
+                tenantId: parsed.tenantId,
+                organizationId: parsed.organizationId,
+                taskId: task2.id,
+                customerSnapshot: {
+                  displayName: parsed.customerDisplayName ?? null,
+                  kind: parsed.customerKind ?? null,
+                  reporterDisplayName: parsed.reporterDisplayName ?? null
+                },
+                reportedByCustomerUserId: parsed.customerUserId,
+                supportReference: formatSupportReference(prefix, supportSequenceNumber),
+                supportSequenceNumber,
+                categoryValue: category.value,
+                categorySnapshot: { value: category.value, label: category.label },
+                routedVia: route.via,
+                customerRequestSnapshot: { subject: parsed.subject, body: parsed.description },
+                unnotifiedAt: null,
+                portalStatusPublished: "received",
+                createdAt: now,
+                updatedAt: now,
+                deletedAt: null
+              });
+              em.persist(ticket2);
+            }
+          ],
+          { transaction: true, label: staffSupportTicketCommandIds.createFromPortal }
+        );
+        if (!task2 || !ticket2) throw ticketNotFoundError(translate);
+        return { task: task2, ticket: ticket2 };
+      });
+    } catch (err) {
+      if (isTaskReferenceConflict(err)) {
+        throw new CrudHttpError(409, {
+          code: "support_reference_conflict",
+          error: translate("staff.support.errors.referenceConflict", "Too many tickets were filed at once. Please submit again.")
+        });
+      }
+      throw err;
+    }
+    const { task, ticket } = result;
+    await emitCrudSideEffects({
+      dataEngine: ctx.container.resolve("dataEngine"),
+      action: "created",
+      entity: task,
+      identifiers: { id: task.id, organizationId: task.organizationId, tenantId: task.tenantId },
+      events: taskCrudEvents,
+      indexer: taskCrudIndexer
+    });
+    const basePayload = { tenantId: task.tenantId, organizationId: task.organizationId };
+    emitSupportEvent("staff.support_ticket.created", {
+      ...basePayload,
+      id: ticket.id,
+      taskId: task.id,
+      projectId: task.timeProjectId,
+      customerId: parsed.customerId,
+      supportReference: ticket.supportReference,
+      categoryValue: ticket.categoryValue
+    });
+    emitSupportEvent("staff.support_ticket.activity_recorded", {
+      ...basePayload,
+      id: ticket.id,
+      taskId: task.id,
+      projectId: task.timeProjectId,
+      kind: "created"
+    });
+    if (task.assigneeStaffMemberId) emitTaskAssigneeChanged(task, null, "default", null);
+    return {
+      taskId: task.id,
+      ticketId: ticket.id,
+      supportReference: ticket.supportReference,
+      timeProjectId: task.timeProjectId,
+      tenantId: task.tenantId,
+      organizationId: task.organizationId
+    };
+  },
+  buildLog: async ({ result }) => {
+    const { translate } = await resolveTranslations();
+    return {
+      actionLabel: translate("staff.audit.support.tickets.create", "File support ticket"),
+      resourceKind: SUPPORT_TICKET_RESOURCE_KIND,
+      resourceId: result.ticketId,
+      parentResourceKind: "staff.timesheets.task",
+      parentResourceId: result.taskId,
+      tenantId: result.tenantId,
+      organizationId: result.organizationId,
+      context: { cacheAliases: [TASK_LIST_CACHE_RESOURCE] },
+      payload: {
+        undo: {
+          taskId: result.taskId,
+          ticketId: result.ticketId,
+          tenantId: result.tenantId,
+          organizationId: result.organizationId
+        }
+      }
+    };
+  },
+  undo: async ({ logEntry, ctx }) => {
+    const payload = extractUndoPayload(logEntry);
+    if (!payload?.taskId) return;
+    const em = ctx.container.resolve("em").fork();
+    const where = { tenantId: payload.tenantId, organizationId: payload.organizationId };
+    const task = await em.findOne(StaffTimeTask, { id: payload.taskId, ...where });
+    const ticket = await findOneWithDecryption(em, StaffSupportTicket, { id: payload.ticketId, ...where }, void 0, where);
+    await withAtomicFlush(em, [() => {
+      const now = /* @__PURE__ */ new Date();
+      if (task && !task.deletedAt) {
+        task.deletedAt = now;
+        task.updatedAt = now;
+      }
+      if (ticket && !ticket.deletedAt) {
+        ticket.deletedAt = now;
+        ticket.updatedAt = now;
+      }
+    }], { transaction: true, label: `${staffSupportTicketCommandIds.createFromPortal}.undo` });
+    if (task) {
+      await emitCrudUndoSideEffects({
+        dataEngine: ctx.container.resolve("dataEngine"),
+        action: "deleted",
+        entity: task,
+        identifiers: { id: task.id, organizationId: task.organizationId, tenantId: task.tenantId },
+        events: taskCrudEvents,
+        indexer: taskCrudIndexer
+      });
+    }
+  }
+};
+const portalMessageCommand = {
+  id: staffSupportTicketCommandIds.portalMessage,
+  async execute(rawInput, ctx) {
+    const parsed = supportTicketPortalMessageSchema.parse(rawInput);
+    const { translate } = await resolveTranslations();
+    const em = ctx.container.resolve("em").fork();
+    const task = await em.findOne(StaffTimeTask, {
+      id: parsed.taskId,
+      tenantId: parsed.tenantId,
+      organizationId: parsed.organizationId,
+      customerId: parsed.customerId,
+      source: "portal",
+      deletedAt: null
+    });
+    if (!task) throw ticketNotFoundError(translate);
+    const ticket = await findOneWithDecryption(
+      em,
+      StaffSupportTicket,
+      { taskId: task.id, tenantId: parsed.tenantId, organizationId: parsed.organizationId, deletedAt: null },
+      void 0,
+      { tenantId: parsed.tenantId, organizationId: parsed.organizationId }
+    );
+    if (!ticket) throw ticketNotFoundError(translate);
+    let comment = null;
+    let reopenedFromStatusId = null;
+    await withAtomicFlush(
+      em,
+      [
+        async () => {
+          const currentStatus = await em.findOne(StaffTimeTaskStatus, {
+            id: task.taskStatusId,
+            tenantId: task.tenantId,
+            organizationId: task.organizationId
+          });
+          if (!currentStatus?.isDone) return;
+          const defaultStatus = await em.findOne(StaffTimeTaskStatus, {
+            timeProjectId: task.timeProjectId,
+            tenantId: task.tenantId,
+            organizationId: task.organizationId,
+            isDefault: true,
+            deletedAt: null
+          });
+          if (!defaultStatus) return;
+          reopenedFromStatusId = task.taskStatusId;
+          applyStatusToTask(task, defaultStatus, /* @__PURE__ */ new Date());
+          task.updatedAt = /* @__PURE__ */ new Date();
+        },
+        () => {
+          const now = /* @__PURE__ */ new Date();
+          comment = em.create(StaffTimeTaskComment, {
+            tenantId: parsed.tenantId,
+            organizationId: parsed.organizationId,
+            taskId: task.id,
+            body: parsed.body,
+            authorUserId: null,
+            visibility: "customer",
+            authorKind: "customer",
+            authorCustomerUserId: parsed.customerUserId,
+            authorDisplaySnapshot: { displayName: parsed.reporterDisplayName ?? parsed.customerDisplayName ?? "" },
+            createdAt: now,
+            updatedAt: now,
+            deletedAt: null
+          });
+          em.persist(comment);
+        }
+      ],
+      { transaction: true, label: staffSupportTicketCommandIds.portalMessage }
+    );
+    const record = comment;
+    if (!record) throw ticketNotFoundError(translate);
+    await emitCrudSideEffects({
+      dataEngine: ctx.container.resolve("dataEngine"),
+      action: "created",
+      entity: record,
+      identifiers: { id: record.id, organizationId: record.organizationId, tenantId: record.tenantId },
+      events: portalVisibleCommentEvents
+    });
+    const basePayload = { tenantId: task.tenantId, organizationId: task.organizationId };
+    if (reopenedFromStatusId) {
+      await emitCrudSideEffects({
+        dataEngine: ctx.container.resolve("dataEngine"),
+        action: "updated",
+        entity: task,
+        identifiers: { id: task.id, organizationId: task.organizationId, tenantId: task.tenantId },
+        events: taskCrudEvents,
+        indexer: taskCrudIndexer
+      });
+      void emitStaffEvent("staff.timesheets.time_task.status_changed", {
+        id: task.id,
+        ...basePayload,
+        taskId: task.id,
+        timeProjectId: task.timeProjectId,
+        previousTaskStatusId: reopenedFromStatusId,
+        taskStatusId: task.taskStatusId
+      }).catch((err) => {
+        logger.error("staff support reopen status event failed", { err, taskId: task.id });
+        getTelemetryRuntime()?.reportError(err, { module: "staff", code: "staff.support_reopen_event_failed" });
+      });
+    }
+    emitSupportEvent("staff.support_ticket.customer_replied", {
+      ...basePayload,
+      id: ticket.id,
+      taskId: task.id,
+      projectId: task.timeProjectId,
+      commentId: record.id,
+      supportReference: ticket.supportReference
+    });
+    emitSupportEvent("staff.support_ticket.activity_recorded", {
+      ...basePayload,
+      id: ticket.id,
+      taskId: task.id,
+      projectId: task.timeProjectId,
+      kind: "customer_replied"
+    });
+    return {
+      commentId: record.id,
+      taskId: task.id,
+      reopened: reopenedFromStatusId !== null,
+      previousTaskStatusId: reopenedFromStatusId,
+      tenantId: task.tenantId,
+      organizationId: task.organizationId
+    };
+  },
+  buildLog: async ({ result }) => {
+    const { translate } = await resolveTranslations();
+    return {
+      actionLabel: translate("staff.audit.support.tickets.message", "Customer message on support ticket"),
+      resourceKind: "staff.timesheets.task_comment",
+      resourceId: result.commentId,
+      parentResourceKind: "staff.timesheets.task",
+      parentResourceId: result.taskId,
+      tenantId: result.tenantId,
+      organizationId: result.organizationId,
+      context: { cacheAliases: [TASK_LIST_CACHE_RESOURCE] },
+      payload: {
+        undo: {
+          commentId: result.commentId,
+          taskId: result.taskId,
+          tenantId: result.tenantId,
+          organizationId: result.organizationId,
+          reopenedFromStatusId: result.previousTaskStatusId
+        }
+      }
+    };
+  },
+  undo: async ({ logEntry, ctx }) => {
+    const payload = extractUndoPayload(logEntry);
+    if (!payload?.commentId) return;
+    const em = ctx.container.resolve("em").fork();
+    const where = { tenantId: payload.tenantId, organizationId: payload.organizationId };
+    const comment = await em.findOne(StaffTimeTaskComment, { id: payload.commentId, ...where });
+    const task = payload.reopenedFromStatusId ? await em.findOne(StaffTimeTask, { id: payload.taskId, ...where }) : null;
+    const previousStatus = payload.reopenedFromStatusId ? await em.findOne(StaffTimeTaskStatus, { id: payload.reopenedFromStatusId, ...where }) : null;
+    await withAtomicFlush(em, [() => {
+      const now = /* @__PURE__ */ new Date();
+      if (comment && !comment.deletedAt) {
+        comment.deletedAt = now;
+        comment.updatedAt = now;
+      }
+      if (task && previousStatus) {
+        applyStatusToTask(task, previousStatus, now);
+        task.updatedAt = now;
+      }
+    }], { transaction: true, label: `${staffSupportTicketCommandIds.portalMessage}.undo` });
+    const dataEngine = ctx.container.resolve("dataEngine");
+    if (comment) {
+      await emitCrudUndoSideEffects({
+        dataEngine,
+        action: "deleted",
+        entity: comment,
+        identifiers: { id: comment.id, organizationId: comment.organizationId, tenantId: comment.tenantId },
+        events: portalVisibleCommentEvents
+      });
+    }
+    if (task && previousStatus) {
+      await emitCrudUndoSideEffects({
+        dataEngine,
+        action: "updated",
+        entity: task,
+        identifiers: { id: task.id, organizationId: task.organizationId, tenantId: task.tenantId },
+        events: taskCrudEvents,
+        indexer: taskCrudIndexer
+      });
+    }
+  }
+};
+registerCommand(createFromPortalCommand);
+registerCommand(portalMessageCommand);
+export {
+  SUPPORT_CATEGORY_UNAVAILABLE_CODE,
+  SUPPORT_TICKET_RESOURCE_KIND,
+  formatSupportReference,
+  readHighestSupportSequence,
+  staffSupportTicketCommandIds,
+  supportTicketCreateFromPortalSchema,
+  supportTicketPortalMessageSchema
+};
+//# sourceMappingURL=support-tickets.js.map

package/dist/modules/staff/commands/support-tickets.js.map

@@ -0,0 +1,7 @@
+{
+  "version": 3,
+  "sources": ["../../../../src/modules/staff/commands/support-tickets.ts"],
+  "sourcesContent": ["import { z } from 'zod'\nimport type { EntityManager } from '@mikro-orm/postgresql'\nimport type { CommandHandler, CommandRuntimeContext } from '@open-mercato/shared/lib/commands'\nimport { registerCommand } from '@open-mercato/shared/lib/commands'\nimport { CrudHttpError } from '@open-mercato/shared/lib/crud/errors'\nimport { resolveTranslations } from '@open-mercato/shared/lib/i18n/server'\nimport { emitCrudSideEffects, emitCrudUndoSideEffects } from '@open-mercato/shared/lib/commands/helpers'\nimport { withAtomicFlush } from '@open-mercato/shared/lib/commands/flush'\nimport type { DataEngine } from '@open-mercato/shared/lib/data/engine'\nimport type { CrudEventsConfig } from '@open-mercato/shared/lib/crud/types'\nimport { createLogger } from '@open-mercato/shared/lib/logger'\nimport { getTelemetryRuntime } from '@open-mercato/shared/lib/telemetry/runtime'\nimport { findOneWithDecryption } from '@open-mercato/shared/lib/encryption/find'\nimport {\n  StaffSupportTicket,\n  StaffTimeProject,\n  StaffTimeTask,\n  StaffTimeTaskComment,\n  StaffTimeTaskStatus,\n} from '../data/entities'\nimport { staffTimeTaskCommentCrudEvents } from '../lib/crud'\nimport { findSupportTicketCategory } from '../lib/support/dictionaries'\nimport { resolveSupportRoute } from '../lib/support/routing'\nimport { allocateTaskReference, withTaskReferenceRetry, isTaskReferenceConflict } from '../lib/timesheets-tasks/taskReference'\nimport {\n  resolveAssignmentGraceDaysFromContainer,\n  resolveUsableDefaultAssignee,\n} from '../lib/time-tracking/projectAssignment'\nimport { readTimeTrackingSettings } from '../lib/time-tracking/settings'\nimport { DEFAULT_SUPPORT_REFERENCE_PREFIX } from '../lib/time-tracking/settingKeys'\nimport { emitStaffEvent } from '../events'\nimport {\n  applyStatusToTask,\n  emitTaskAssigneeChanged,\n  nextTaskPosition,\n  readHighestSequenceNumber,\n  taskCrudEvents,\n  taskCrudIndexer,\n  TASK_LIST_CACHE_RESOURCE,\n} from './timesheets-tasks'\nimport { explicitStaffCommandScope, extractUndoPayload, lockLiveProjectForWrite } from './shared'\n\nconst logger = createLogger('staff').child({ component: 'commands/support-tickets' })\n\nexport const staffSupportTicketCommandIds = {\n  createFromPortal: 'staff.support_tickets.create_from_portal',\n  portalMessage: 'staff.support_tickets.portal_message',\n} as const\n\nexport const SUPPORT_TICKET_RESOURCE_KIND = 'staff.support_ticket'\nexport const SUPPORT_CATEGORY_UNAVAILABLE_CODE = 'support_category_unavailable'\n\nconst customerScopeFields = {\n  tenantId: z.string().uuid(),\n  organizationId: z.string().uuid(),\n  customerId: z.string().uuid(),\n  customerUserId: z.string().uuid(),\n  customerDisplayName: z.string().max(255).optional().nullable(),\n  customerKind: z.string().max(50).optional().nullable(),\n  reporterDisplayName: z.string().max(255).optional().nullable(),\n}\n\nexport const supportTicketCreateFromPortalSchema = z.object({\n  ...customerScopeFields,\n  categoryValue: z.string().trim().min(1).max(150),\n  subject: z.string().trim().min(3).max(200),\n  description: z.string().trim().min(1).max(10000),\n})\n\nexport const supportTicketPortalMessageSchema = z.object({\n  ...customerScopeFields,\n  taskId: z.string().uuid(),\n  body: z.string().trim().min(1).max(10000),\n})\n\nexport type SupportTicketCreateFromPortalInput = z.infer<typeof supportTicketCreateFromPortalSchema>\nexport type SupportTicketPortalMessageInput = z.infer<typeof supportTicketPortalMessageSchema>\n\nexport type SupportTicketCreateResult = {\n  taskId: string\n  ticketId: string\n  supportReference: string\n  timeProjectId: string\n  tenantId: string\n  organizationId: string\n}\n\nexport type SupportTicketMessageResult = {\n  commentId: string\n  taskId: string\n  reopened: boolean\n  previousTaskStatusId: string | null\n  tenantId: string\n  organizationId: string\n}\n\ntype Translate = (key: string, fallback: string) => string\n\ntype CreateUndoPayload = {\n  taskId: string\n  ticketId: string\n  tenantId: string\n  organizationId: string\n}\n\ntype MessageUndoPayload = {\n  commentId: string\n  taskId: string\n  tenantId: string\n  organizationId: string\n  reopenedFromStatusId: string | null\n}\n\nconst portalVisibleCommentEvents: CrudEventsConfig<StaffTimeTaskComment> = {\n  ...staffTimeTaskCommentCrudEvents,\n  buildPayload: (context) => ({\n    ...((staffTimeTaskCommentCrudEvents.buildPayload ? staffTimeTaskCommentCrudEvents.buildPayload(context) : {}) as Record<string, unknown>),\n    portalVisible: true,\n  }),\n}\n\nfunction categoryUnavailableError(translate: Translate): CrudHttpError {\n  const message = translate(\n    'staff.support.errors.categoryUnavailable',\n    'Support requests in this category are not available right now.',\n  )\n  return new CrudHttpError(422, {\n    code: SUPPORT_CATEGORY_UNAVAILABLE_CODE,\n    error: message,\n    fieldErrors: { categoryValue: message },\n  })\n}\n\nfunction ticketNotFoundError(translate: Translate): CrudHttpError {\n  return new CrudHttpError(404, {\n    error: translate('staff.support.errors.ticketNotFound', 'Support ticket not found.'),\n  })\n}\n\nexport function formatSupportReference(prefix: string, sequenceNumber: number): string {\n  return `${prefix}-${sequenceNumber}`\n}\n\nasync function readSupportReferencePrefix(ctx: CommandRuntimeContext, tenantId: string): Promise<string> {\n  try {\n    const configService = ctx.container.resolve('moduleConfigService') as Parameters<typeof readTimeTrackingSettings>[0]\n    const settings = await readTimeTrackingSettings(configService, { tenantId })\n    const prefix = settings.support?.referencePrefix\n    return typeof prefix === 'string' && prefix.length > 0 ? prefix : DEFAULT_SUPPORT_REFERENCE_PREFIX\n  } catch {\n    return DEFAULT_SUPPORT_REFERENCE_PREFIX\n  }\n}\n\nexport async function readHighestSupportSequence(em: EntityManager, tenantId: string, organizationId: string): Promise<number> {\n  const highest = await findOneWithDecryption(\n    em,\n    StaffSupportTicket,\n    { tenantId, organizationId },\n    { fields: ['id', 'supportSequenceNumber'], orderBy: { supportSequenceNumber: 'desc' } },\n    { tenantId, organizationId },\n  )\n  return highest?.supportSequenceNumber ?? 0\n}\n\nfunction emitSupportEvent(eventId: Parameters<typeof emitStaffEvent>[0], payload: Record<string, unknown>): void {\n  void emitStaffEvent(eventId, payload, { persistent: true }).catch((err) => {\n    logger.error('staff support event emit failed', { err, eventId })\n    getTelemetryRuntime()?.reportError(err, { module: 'staff', code: 'staff.support_event_emit_failed' })\n  })\n}\n\nconst createFromPortalCommand: CommandHandler<SupportTicketCreateFromPortalInput, SupportTicketCreateResult> = {\n  id: staffSupportTicketCommandIds.createFromPortal,\n  async execute(rawInput, ctx) {\n    const parsed = supportTicketCreateFromPortalSchema.parse(rawInput)\n    const { translate } = await resolveTranslations()\n    const scope = { tenantId: parsed.tenantId, organizationId: parsed.organizationId }\n    const commandScope = explicitStaffCommandScope(parsed.tenantId, parsed.organizationId)\n    const baseEm = ctx.container.resolve('em') as EntityManager\n\n    const category = await findSupportTicketCategory(baseEm.fork(), scope, parsed.categoryValue)\n    if (!category) throw categoryUnavailableError(translate)\n    const route = await resolveSupportRoute(baseEm.fork(), scope, category.value)\n    if (!route) throw categoryUnavailableError(translate)\n\n    const prefix = await readSupportReferencePrefix(ctx, parsed.tenantId)\n    const graceDays = await resolveAssignmentGraceDaysFromContainer(ctx.container, parsed.tenantId)\n\n    let result: { task: StaffTimeTask; ticket: StaffSupportTicket } | null = null\n    try {\n      result = await withTaskReferenceRetry(async () => {\n        const em = baseEm.fork()\n        let task: StaffTimeTask | null = null\n        let ticket: StaffSupportTicket | null = null\n        let plan: {\n          project: StaffTimeProject\n          status: StaffTimeTaskStatus\n          position: number\n          highestTaskSequence: number\n          highestSupportSequence: number\n          assigneeStaffMemberId: string | null\n        } | null = null\n\n        await withAtomicFlush(\n          em,\n          [\n            async () => {\n              const project = await lockLiveProjectForWrite(em, route.timeProjectId, commandScope)\n              if (!project) throw categoryUnavailableError(translate)\n              const status = await em.findOne(StaffTimeTaskStatus, {\n                timeProjectId: project.id,\n                tenantId: parsed.tenantId,\n                organizationId: parsed.organizationId,\n                isDefault: true,\n                deletedAt: null,\n              })\n              if (!status) throw categoryUnavailableError(translate)\n              plan = {\n                project,\n                status,\n                position: await nextTaskPosition(em, project.id, status.id, commandScope),\n                highestTaskSequence: await readHighestSequenceNumber(em, project.id, commandScope),\n                highestSupportSequence: await readHighestSupportSequence(em, parsed.tenantId, parsed.organizationId),\n                assigneeStaffMemberId: await resolveUsableDefaultAssignee(em, scope, project, { graceDays }),\n              }\n            },\n            () => {\n              if (!plan) throw categoryUnavailableError(translate)\n              const now = new Date()\n              const allocation = allocateTaskReference(plan.project.code, plan.highestTaskSequence)\n              task = em.create(StaffTimeTask, {\n                tenantId: parsed.tenantId,\n                organizationId: parsed.organizationId,\n                timeProjectId: plan.project.id,\n                parentTaskId: null,\n                taskStatusId: plan.status.id,\n                sequenceNumber: allocation.sequenceNumber,\n                reference: allocation.reference,\n                title: parsed.subject,\n                description: parsed.description,\n                assigneeStaffMemberId: plan.assigneeStaffMemberId,\n                position: plan.position,\n                createdByUserId: null,\n                closedAt: plan.status.isDone ? now : null,\n                source: 'portal',\n                customerId: parsed.customerId,\n                createdAt: now,\n                updatedAt: now,\n                deletedAt: null,\n              })\n              em.persist(task)\n            },\n            () => {\n              if (!plan || !task) throw categoryUnavailableError(translate)\n              const now = new Date()\n              const supportSequenceNumber = plan.highestSupportSequence + 1\n              ticket = em.create(StaffSupportTicket, {\n                tenantId: parsed.tenantId,\n                organizationId: parsed.organizationId,\n                taskId: (task as StaffTimeTask).id,\n                customerSnapshot: {\n                  displayName: parsed.customerDisplayName ?? null,\n                  kind: parsed.customerKind ?? null,\n                  reporterDisplayName: parsed.reporterDisplayName ?? null,\n                },\n                reportedByCustomerUserId: parsed.customerUserId,\n                supportReference: formatSupportReference(prefix, supportSequenceNumber),\n                supportSequenceNumber,\n                categoryValue: category.value,\n                categorySnapshot: { value: category.value, label: category.label },\n                routedVia: route.via,\n                customerRequestSnapshot: { subject: parsed.subject, body: parsed.description },\n                unnotifiedAt: null,\n                portalStatusPublished: 'received',\n                createdAt: now,\n                updatedAt: now,\n                deletedAt: null,\n              })\n              em.persist(ticket)\n            },\n          ],\n          { transaction: true, label: staffSupportTicketCommandIds.createFromPortal },\n        )\n        if (!task || !ticket) throw ticketNotFoundError(translate)\n        return { task: task as StaffTimeTask, ticket: ticket as StaffSupportTicket }\n      })\n    } catch (err) {\n      if (isTaskReferenceConflict(err)) {\n        throw new CrudHttpError(409, {\n          code: 'support_reference_conflict',\n          error: translate('staff.support.errors.referenceConflict', 'Too many tickets were filed at once. Please submit again.'),\n        })\n      }\n      throw err\n    }\n\n    const { task, ticket } = result\n    await emitCrudSideEffects({\n      dataEngine: ctx.container.resolve('dataEngine'),\n      action: 'created',\n      entity: task,\n      identifiers: { id: task.id, organizationId: task.organizationId, tenantId: task.tenantId },\n      events: taskCrudEvents,\n      indexer: taskCrudIndexer,\n    })\n    const basePayload = { tenantId: task.tenantId, organizationId: task.organizationId }\n    emitSupportEvent('staff.support_ticket.created', {\n      ...basePayload,\n      id: ticket.id,\n      taskId: task.id,\n      projectId: task.timeProjectId,\n      customerId: parsed.customerId,\n      supportReference: ticket.supportReference,\n      categoryValue: ticket.categoryValue,\n    })\n    emitSupportEvent('staff.support_ticket.activity_recorded', {\n      ...basePayload,\n      id: ticket.id,\n      taskId: task.id,\n      projectId: task.timeProjectId,\n      kind: 'created',\n    })\n    if (task.assigneeStaffMemberId) emitTaskAssigneeChanged(task, null, 'default', null)\n\n    return {\n      taskId: task.id,\n      ticketId: ticket.id,\n      supportReference: ticket.supportReference,\n      timeProjectId: task.timeProjectId,\n      tenantId: task.tenantId,\n      organizationId: task.organizationId,\n    }\n  },\n  buildLog: async ({ result }) => {\n    const { translate } = await resolveTranslations()\n    return {\n      actionLabel: translate('staff.audit.support.tickets.create', 'File support ticket'),\n      resourceKind: SUPPORT_TICKET_RESOURCE_KIND,\n      resourceId: result.ticketId,\n      parentResourceKind: 'staff.timesheets.task',\n      parentResourceId: result.taskId,\n      tenantId: result.tenantId,\n      organizationId: result.organizationId,\n      context: { cacheAliases: [TASK_LIST_CACHE_RESOURCE] },\n      payload: {\n        undo: {\n          taskId: result.taskId,\n          ticketId: result.ticketId,\n          tenantId: result.tenantId,\n          organizationId: result.organizationId,\n        } satisfies CreateUndoPayload,\n      },\n    }\n  },\n  undo: async ({ logEntry, ctx }) => {\n    const payload = extractUndoPayload<CreateUndoPayload>(logEntry)\n    if (!payload?.taskId) return\n    const em = (ctx.container.resolve('em') as EntityManager).fork()\n    const where = { tenantId: payload.tenantId, organizationId: payload.organizationId }\n    const task = await em.findOne(StaffTimeTask, { id: payload.taskId, ...where })\n    const ticket = await findOneWithDecryption(em, StaffSupportTicket, { id: payload.ticketId, ...where }, undefined, where)\n    await withAtomicFlush(em, [() => {\n      const now = new Date()\n      if (task && !task.deletedAt) {\n        task.deletedAt = now\n        task.updatedAt = now\n      }\n      if (ticket && !ticket.deletedAt) {\n        ticket.deletedAt = now\n        ticket.updatedAt = now\n      }\n    }], { transaction: true, label: `${staffSupportTicketCommandIds.createFromPortal}.undo` })\n    if (task) {\n      await emitCrudUndoSideEffects({\n        dataEngine: ctx.container.resolve('dataEngine'),\n        action: 'deleted',\n        entity: task,\n        identifiers: { id: task.id, organizationId: task.organizationId, tenantId: task.tenantId },\n        events: taskCrudEvents,\n        indexer: taskCrudIndexer,\n      })\n    }\n  },\n}\n\nconst portalMessageCommand: CommandHandler<SupportTicketPortalMessageInput, SupportTicketMessageResult> = {\n  id: staffSupportTicketCommandIds.portalMessage,\n  async execute(rawInput, ctx) {\n    const parsed = supportTicketPortalMessageSchema.parse(rawInput)\n    const { translate } = await resolveTranslations()\n    const em = (ctx.container.resolve('em') as EntityManager).fork()\n    const task = await em.findOne(StaffTimeTask, {\n      id: parsed.taskId,\n      tenantId: parsed.tenantId,\n      organizationId: parsed.organizationId,\n      customerId: parsed.customerId,\n      source: 'portal',\n      deletedAt: null,\n    })\n    if (!task) throw ticketNotFoundError(translate)\n    const ticket = await findOneWithDecryption(\n      em,\n      StaffSupportTicket,\n      { taskId: task.id, tenantId: parsed.tenantId, organizationId: parsed.organizationId, deletedAt: null },\n      undefined,\n      { tenantId: parsed.tenantId, organizationId: parsed.organizationId },\n    )\n    if (!ticket) throw ticketNotFoundError(translate)\n\n    let comment: StaffTimeTaskComment | null = null\n    let reopenedFromStatusId: string | null = null\n    await withAtomicFlush(\n      em,\n      [\n        async () => {\n          const currentStatus = await em.findOne(StaffTimeTaskStatus, {\n            id: task.taskStatusId,\n            tenantId: task.tenantId,\n            organizationId: task.organizationId,\n          })\n          if (!currentStatus?.isDone) return\n          const defaultStatus = await em.findOne(StaffTimeTaskStatus, {\n            timeProjectId: task.timeProjectId,\n            tenantId: task.tenantId,\n            organizationId: task.organizationId,\n            isDefault: true,\n            deletedAt: null,\n          })\n          if (!defaultStatus) return\n          reopenedFromStatusId = task.taskStatusId\n          applyStatusToTask(task, defaultStatus, new Date())\n          task.updatedAt = new Date()\n        },\n        () => {\n          const now = new Date()\n          comment = em.create(StaffTimeTaskComment, {\n            tenantId: parsed.tenantId,\n            organizationId: parsed.organizationId,\n            taskId: task.id,\n            body: parsed.body,\n            authorUserId: null,\n            visibility: 'customer',\n            authorKind: 'customer',\n            authorCustomerUserId: parsed.customerUserId,\n            authorDisplaySnapshot: { displayName: parsed.reporterDisplayName ?? parsed.customerDisplayName ?? '' },\n            createdAt: now,\n            updatedAt: now,\n            deletedAt: null,\n          })\n          em.persist(comment)\n        },\n      ],\n      { transaction: true, label: staffSupportTicketCommandIds.portalMessage },\n    )\n    const record = comment as StaffTimeTaskComment | null\n    if (!record) throw ticketNotFoundError(translate)\n\n    await emitCrudSideEffects({\n      dataEngine: ctx.container.resolve('dataEngine'),\n      action: 'created',\n      entity: record,\n      identifiers: { id: record.id, organizationId: record.organizationId, tenantId: record.tenantId },\n      events: portalVisibleCommentEvents,\n    })\n    const basePayload = { tenantId: task.tenantId, organizationId: task.organizationId }\n    if (reopenedFromStatusId) {\n      await emitCrudSideEffects({\n        dataEngine: ctx.container.resolve('dataEngine'),\n        action: 'updated',\n        entity: task,\n        identifiers: { id: task.id, organizationId: task.organizationId, tenantId: task.tenantId },\n        events: taskCrudEvents,\n        indexer: taskCrudIndexer,\n      })\n      void emitStaffEvent('staff.timesheets.time_task.status_changed', {\n        id: task.id,\n        ...basePayload,\n        taskId: task.id,\n        timeProjectId: task.timeProjectId,\n        previousTaskStatusId: reopenedFromStatusId,\n        taskStatusId: task.taskStatusId,\n      }).catch((err) => {\n        logger.error('staff support reopen status event failed', { err, taskId: task.id })\n        getTelemetryRuntime()?.reportError(err, { module: 'staff', code: 'staff.support_reopen_event_failed' })\n      })\n    }\n    emitSupportEvent('staff.support_ticket.customer_replied', {\n      ...basePayload,\n      id: ticket.id,\n      taskId: task.id,\n      projectId: task.timeProjectId,\n      commentId: record.id,\n      supportReference: ticket.supportReference,\n    })\n    emitSupportEvent('staff.support_ticket.activity_recorded', {\n      ...basePayload,\n      id: ticket.id,\n      taskId: task.id,\n      projectId: task.timeProjectId,\n      kind: 'customer_replied',\n    })\n\n    return {\n      commentId: record.id,\n      taskId: task.id,\n      reopened: reopenedFromStatusId !== null,\n      previousTaskStatusId: reopenedFromStatusId,\n      tenantId: task.tenantId,\n      organizationId: task.organizationId,\n    }\n  },\n  buildLog: async ({ result }) => {\n    const { translate } = await resolveTranslations()\n    return {\n      actionLabel: translate('staff.audit.support.tickets.message', 'Customer message on support ticket'),\n      resourceKind: 'staff.timesheets.task_comment',\n      resourceId: result.commentId,\n      parentResourceKind: 'staff.timesheets.task',\n      parentResourceId: result.taskId,\n      tenantId: result.tenantId,\n      organizationId: result.organizationId,\n      context: { cacheAliases: [TASK_LIST_CACHE_RESOURCE] },\n      payload: {\n        undo: {\n          commentId: result.commentId,\n          taskId: result.taskId,\n          tenantId: result.tenantId,\n          organizationId: result.organizationId,\n          reopenedFromStatusId: result.previousTaskStatusId,\n        } satisfies MessageUndoPayload,\n      },\n    }\n  },\n  undo: async ({ logEntry, ctx }) => {\n    const payload = extractUndoPayload<MessageUndoPayload>(logEntry)\n    if (!payload?.commentId) return\n    const em = (ctx.container.resolve('em') as EntityManager).fork()\n    const where = { tenantId: payload.tenantId, organizationId: payload.organizationId }\n    const comment = await em.findOne(StaffTimeTaskComment, { id: payload.commentId, ...where })\n    const task = payload.reopenedFromStatusId ? await em.findOne(StaffTimeTask, { id: payload.taskId, ...where }) : null\n    const previousStatus = payload.reopenedFromStatusId\n      ? await em.findOne(StaffTimeTaskStatus, { id: payload.reopenedFromStatusId, ...where })\n      : null\n    await withAtomicFlush(em, [() => {\n      const now = new Date()\n      if (comment && !comment.deletedAt) {\n        comment.deletedAt = now\n        comment.updatedAt = now\n      }\n      if (task && previousStatus) {\n        applyStatusToTask(task, previousStatus, now)\n        task.updatedAt = now\n      }\n    }], { transaction: true, label: `${staffSupportTicketCommandIds.portalMessage}.undo` })\n    const dataEngine = ctx.container.resolve('dataEngine') as DataEngine\n    if (comment) {\n      await emitCrudUndoSideEffects({\n        dataEngine,\n        action: 'deleted',\n        entity: comment,\n        identifiers: { id: comment.id, organizationId: comment.organizationId, tenantId: comment.tenantId },\n        events: portalVisibleCommentEvents,\n      })\n    }\n    if (task && previousStatus) {\n      await emitCrudUndoSideEffects({\n        dataEngine,\n        action: 'updated',\n        entity: task,\n        identifiers: { id: task.id, organizationId: task.organizationId, tenantId: task.tenantId },\n        events: taskCrudEvents,\n        indexer: taskCrudIndexer,\n      })\n    }\n  },\n}\n\nregisterCommand(createFromPortalCommand)\nregisterCommand(portalMessageCommand)\n"],
+  "mappings": 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+  "names": ["task", "ticket"]
+}