@trii/types 2.10.656 → 2.10.658

package/dist/Tickets/Security.d.ts

@@ -0,0 +1,302 @@
+import { ITicketAuditedEntity, TicketPropertyValue } from "./Common";
+import { TicketConditionOperator } from "./Workflow";
+export declare enum TicketSecurityResourceType {
+    TICKET = "TICKET",
+    CATEGORY = "CATEGORY",
+    VIEW = "VIEW",
+    FIELD = "FIELD",
+    COMMENT = "COMMENT",
+    ATTACHMENT = "ATTACHMENT",
+    REPORT = "REPORT",
+    EXPORT = "EXPORT",
+    CONFIGURATION = "CONFIGURATION"
+}
+export declare enum TicketSecurityOperation {
+    CREATE = "CREATE",
+    READ = "READ",
+    UPDATE = "UPDATE",
+    DELETE = "DELETE",
+    ASSIGN = "ASSIGN",
+    TRANSITION = "TRANSITION",
+    COMMENT_PUBLIC = "COMMENT_PUBLIC",
+    COMMENT_INTERNAL = "COMMENT_INTERNAL",
+    VIEW_INTERNAL_COMMENTS = "VIEW_INTERNAL_COMMENTS",
+    VIEW_PII = "VIEW_PII",
+    REDACT = "REDACT",
+    EXPORT = "EXPORT",
+    MANAGE = "MANAGE",
+    IMPERSONATE = "IMPERSONATE"
+}
+export declare enum TicketPolicyEffect {
+    ALLOW = "ALLOW",
+    DENY = "DENY"
+}
+export declare enum TicketPolicyConditionGroupOperator {
+    AND = "AND",
+    OR = "OR"
+}
+export declare enum TicketSensitivityLevel {
+    PUBLIC = "PUBLIC",
+    INTERNAL = "INTERNAL",
+    CONFIDENTIAL = "CONFIDENTIAL",
+    RESTRICTED = "RESTRICTED"
+}
+export declare enum TicketDataClassification {
+    PUBLIC = "PUBLIC",
+    INTERNAL = "INTERNAL",
+    CONFIDENTIAL = "CONFIDENTIAL",
+    PII = "PII",
+    SENSITIVE_PII = "SENSITIVE_PII",
+    FINANCIAL = "FINANCIAL",
+    HEALTH = "HEALTH",
+    LEGAL = "LEGAL"
+}
+export declare enum TicketMaskingStrategy {
+    NONE = "NONE",
+    FULL = "FULL",
+    PARTIAL = "PARTIAL",
+    HASH = "HASH",
+    TOKENIZE = "TOKENIZE"
+}
+export declare enum TicketRedactionStatus {
+    REQUESTED = "REQUESTED",
+    PROCESSING = "PROCESSING",
+    COMPLETED = "COMPLETED",
+    REJECTED = "REJECTED",
+    FAILED = "FAILED"
+}
+export declare enum TicketRetentionAction {
+    ARCHIVE = "ARCHIVE",
+    ANONYMIZE = "ANONYMIZE",
+    DELETE = "DELETE",
+    REVIEW = "REVIEW"
+}
+export declare enum TicketLegalHoldStatus {
+    ACTIVE = "ACTIVE",
+    RELEASED = "RELEASED"
+}
+export declare enum TicketAccessAuditAction {
+    READ = "READ",
+    SEARCH = "SEARCH",
+    DOWNLOAD_ATTACHMENT = "DOWNLOAD_ATTACHMENT",
+    EXPORT = "EXPORT",
+    VIEW_PII = "VIEW_PII",
+    REDACT = "REDACT",
+    IMPERSONATE = "IMPERSONATE",
+    DELEGATED_ACCESS = "DELEGATED_ACCESS"
+}
+export declare enum TicketDelegatedAccessStatus {
+    PENDING = "PENDING",
+    ACTIVE = "ACTIVE",
+    REVOKED = "REVOKED",
+    EXPIRED = "EXPIRED",
+    REJECTED = "REJECTED"
+}
+export interface ITicketSecuritySubject {
+    /** When every selector is false or empty, the subject matches nobody. */
+    allAuthenticated?: boolean;
+    allAgents?: boolean;
+    allCustomers?: boolean;
+    userIds?: string[];
+    roleIds?: string[];
+    groupIds?: string[];
+    organizationIds?: string[];
+    contactSegmentIds?: string[];
+    includeTicketRequester?: boolean;
+    includeAssignee?: boolean;
+    includeGroupMembers?: boolean;
+}
+export interface ITicketSecurityScope {
+    spaceIds?: string[];
+    brandIds?: string[];
+    organizationIds?: string[];
+    categoryIds?: string[];
+    assignedGroupIds?: string[];
+    channelIds?: string[];
+    sensitivityLevels?: TicketSensitivityLevel[];
+}
+export interface ITicketSecurityCondition {
+    fieldNameKey: string;
+    operator: TicketConditionOperator;
+    expectedValue?: TicketPropertyValue;
+}
+export interface ITicketSecurityConditionGroup {
+    operator: TicketPolicyConditionGroupOperator;
+    conditions?: ITicketSecurityCondition[];
+    groups?: ITicketSecurityConditionGroup[];
+}
+export interface ITicketFieldPermission {
+    fieldNameKey: string;
+    operations: TicketSecurityOperation[];
+    effect: TicketPolicyEffect;
+    maskingStrategy?: TicketMaskingStrategy;
+}
+export interface ITicketSecurityPolicy extends ITicketAuditedEntity {
+    name: string;
+    description?: string;
+    enabled: boolean;
+    priority: number;
+    effect: TicketPolicyEffect;
+    resourceTypes: TicketSecurityResourceType[];
+    operations: TicketSecurityOperation[];
+    subjects: ITicketSecuritySubject;
+    scope?: ITicketSecurityScope;
+    conditions?: ITicketSecurityConditionGroup;
+    fieldPermissions?: ITicketFieldPermission[];
+    validFrom?: Date;
+    validUntil?: Date;
+}
+export interface ITicketFieldSecurityDefinition extends ITicketAuditedEntity {
+    fieldNameKey: string;
+    classification: TicketDataClassification;
+    containsPii: boolean;
+    maskingStrategy: TicketMaskingStrategy;
+    searchableWhenMasked?: boolean;
+    exportable: boolean;
+    retentionPolicyId?: string;
+}
+export interface ITicketSecurityState {
+    sensitivity: TicketSensitivityLevel;
+    policyIds?: string[];
+    organizationId?: string;
+    brandId?: string;
+    restrictedGroupIds?: string[];
+    containsPii: boolean;
+    legalHold: boolean;
+}
+export interface ITicketRedactionRequest {
+    id: string;
+    spaceId: string;
+    ticketId: string;
+    fieldNameKeys?: string[];
+    messageIds?: string[];
+    attachmentIds?: string[];
+    reason: string;
+    requestedAt: Date;
+    requestedBy: string;
+    approvedAt?: Date;
+    approvedBy?: string;
+    status: TicketRedactionStatus;
+    completedAt?: Date;
+    error?: string;
+}
+export interface ITicketRetentionPolicy extends ITicketAuditedEntity {
+    name: string;
+    description?: string;
+    retentionDays: number;
+    action: TicketRetentionAction;
+    categoryIds?: string[];
+    dataClassifications?: TicketDataClassification[];
+    preserveAuditLog: boolean;
+    enabled: boolean;
+}
+export interface ITicketLegalHold {
+    id: string;
+    spaceId: string;
+    ticketId: string;
+    name: string;
+    reason: string;
+    status: TicketLegalHoldStatus;
+    placedAt: Date;
+    placedBy: string;
+    releasedAt?: Date;
+    releasedBy?: string;
+    externalMatterId?: string;
+}
+export interface ITicketAccessAuditEvent {
+    id: string;
+    spaceId: string;
+    ticketId?: string;
+    actorId: string;
+    effectiveUserId: string;
+    action: TicketAccessAuditAction;
+    resourceType: TicketSecurityResourceType;
+    resourceId?: string;
+    fieldNameKeys?: string[];
+    purpose?: string;
+    ipAddress?: string;
+    userAgent?: string;
+    correlationId?: string;
+    occurredAt: Date;
+    allowed: boolean;
+    policyIds?: string[];
+    denialReason?: string;
+}
+export interface ITicketImpersonationSession {
+    id: string;
+    spaceId: string;
+    actorId: string;
+    impersonatedUserId: string;
+    reason: string;
+    approvedBy?: string;
+    startedAt: Date;
+    expiresAt: Date;
+    endedAt?: Date;
+}
+export interface ITicketDelegatedAccess {
+    id: string;
+    spaceId: string;
+    grantorId: string;
+    delegateId: string;
+    operations: TicketSecurityOperation[];
+    scope?: ITicketSecurityScope;
+    status: TicketDelegatedAccessStatus;
+    reason?: string;
+    requestedAt: Date;
+    startsAt: Date;
+    expiresAt: Date;
+    approvedBy?: string;
+    revokedAt?: Date;
+    revokedBy?: string;
+}
+export interface ITicketAuthorizationRequest {
+    actorId: string;
+    effectiveUserId?: string;
+    operation: TicketSecurityOperation;
+    resourceType: TicketSecurityResourceType;
+    resourceId?: string;
+    ticketId?: string;
+    fieldNameKeys?: string[];
+    context?: {
+        [key: string]: TicketPropertyValue;
+    };
+}
+export interface ITicketAuthorizationDecision {
+    allowed: boolean;
+    policyIds: string[];
+    deniedFieldNameKeys?: string[];
+    maskedFieldNameKeys?: string[];
+    reason?: string;
+    evaluatedAt: Date;
+}
+export interface ICreateTicketRedactionRequestDto {
+    expectedVersion: number;
+    fieldNameKeys?: string[];
+    messageIds?: string[];
+    attachmentIds?: string[];
+    reason: string;
+}
+export interface ICreateTicketLegalHoldDto {
+    expectedVersion: number;
+    name: string;
+    reason: string;
+    externalMatterId?: string;
+}
+export interface IReleaseTicketLegalHoldDto {
+    expectedVersion: number;
+    legalHoldId: string;
+    reason: string;
+}
+export interface ICreateTicketDelegatedAccessDto {
+    delegateId: string;
+    operations: TicketSecurityOperation[];
+    scope?: ITicketSecurityScope;
+    reason?: string;
+    startsAt: Date;
+    expiresAt: Date;
+}
+export interface IStartTicketImpersonationDto {
+    impersonatedUserId: string;
+    reason: string;
+    expiresAt: Date;
+}

package/dist/Tickets/Security.js

@@ -0,0 +1,107 @@
+"use strict";
+Object.defineProperty(exports, "__esModule", { value: true });
+exports.TicketDelegatedAccessStatus = exports.TicketAccessAuditAction = exports.TicketLegalHoldStatus = exports.TicketRetentionAction = exports.TicketRedactionStatus = exports.TicketMaskingStrategy = exports.TicketDataClassification = exports.TicketSensitivityLevel = exports.TicketPolicyConditionGroupOperator = exports.TicketPolicyEffect = exports.TicketSecurityOperation = exports.TicketSecurityResourceType = void 0;
+var TicketSecurityResourceType;
+(function (TicketSecurityResourceType) {
+    TicketSecurityResourceType["TICKET"] = "TICKET";
+    TicketSecurityResourceType["CATEGORY"] = "CATEGORY";
+    TicketSecurityResourceType["VIEW"] = "VIEW";
+    TicketSecurityResourceType["FIELD"] = "FIELD";
+    TicketSecurityResourceType["COMMENT"] = "COMMENT";
+    TicketSecurityResourceType["ATTACHMENT"] = "ATTACHMENT";
+    TicketSecurityResourceType["REPORT"] = "REPORT";
+    TicketSecurityResourceType["EXPORT"] = "EXPORT";
+    TicketSecurityResourceType["CONFIGURATION"] = "CONFIGURATION";
+})(TicketSecurityResourceType || (exports.TicketSecurityResourceType = TicketSecurityResourceType = {}));
+var TicketSecurityOperation;
+(function (TicketSecurityOperation) {
+    TicketSecurityOperation["CREATE"] = "CREATE";
+    TicketSecurityOperation["READ"] = "READ";
+    TicketSecurityOperation["UPDATE"] = "UPDATE";
+    TicketSecurityOperation["DELETE"] = "DELETE";
+    TicketSecurityOperation["ASSIGN"] = "ASSIGN";
+    TicketSecurityOperation["TRANSITION"] = "TRANSITION";
+    TicketSecurityOperation["COMMENT_PUBLIC"] = "COMMENT_PUBLIC";
+    TicketSecurityOperation["COMMENT_INTERNAL"] = "COMMENT_INTERNAL";
+    TicketSecurityOperation["VIEW_INTERNAL_COMMENTS"] = "VIEW_INTERNAL_COMMENTS";
+    TicketSecurityOperation["VIEW_PII"] = "VIEW_PII";
+    TicketSecurityOperation["REDACT"] = "REDACT";
+    TicketSecurityOperation["EXPORT"] = "EXPORT";
+    TicketSecurityOperation["MANAGE"] = "MANAGE";
+    TicketSecurityOperation["IMPERSONATE"] = "IMPERSONATE";
+})(TicketSecurityOperation || (exports.TicketSecurityOperation = TicketSecurityOperation = {}));
+var TicketPolicyEffect;
+(function (TicketPolicyEffect) {
+    TicketPolicyEffect["ALLOW"] = "ALLOW";
+    TicketPolicyEffect["DENY"] = "DENY";
+})(TicketPolicyEffect || (exports.TicketPolicyEffect = TicketPolicyEffect = {}));
+var TicketPolicyConditionGroupOperator;
+(function (TicketPolicyConditionGroupOperator) {
+    TicketPolicyConditionGroupOperator["AND"] = "AND";
+    TicketPolicyConditionGroupOperator["OR"] = "OR";
+})(TicketPolicyConditionGroupOperator || (exports.TicketPolicyConditionGroupOperator = TicketPolicyConditionGroupOperator = {}));
+var TicketSensitivityLevel;
+(function (TicketSensitivityLevel) {
+    TicketSensitivityLevel["PUBLIC"] = "PUBLIC";
+    TicketSensitivityLevel["INTERNAL"] = "INTERNAL";
+    TicketSensitivityLevel["CONFIDENTIAL"] = "CONFIDENTIAL";
+    TicketSensitivityLevel["RESTRICTED"] = "RESTRICTED";
+})(TicketSensitivityLevel || (exports.TicketSensitivityLevel = TicketSensitivityLevel = {}));
+var TicketDataClassification;
+(function (TicketDataClassification) {
+    TicketDataClassification["PUBLIC"] = "PUBLIC";
+    TicketDataClassification["INTERNAL"] = "INTERNAL";
+    TicketDataClassification["CONFIDENTIAL"] = "CONFIDENTIAL";
+    TicketDataClassification["PII"] = "PII";
+    TicketDataClassification["SENSITIVE_PII"] = "SENSITIVE_PII";
+    TicketDataClassification["FINANCIAL"] = "FINANCIAL";
+    TicketDataClassification["HEALTH"] = "HEALTH";
+    TicketDataClassification["LEGAL"] = "LEGAL";
+})(TicketDataClassification || (exports.TicketDataClassification = TicketDataClassification = {}));
+var TicketMaskingStrategy;
+(function (TicketMaskingStrategy) {
+    TicketMaskingStrategy["NONE"] = "NONE";
+    TicketMaskingStrategy["FULL"] = "FULL";
+    TicketMaskingStrategy["PARTIAL"] = "PARTIAL";
+    TicketMaskingStrategy["HASH"] = "HASH";
+    TicketMaskingStrategy["TOKENIZE"] = "TOKENIZE";
+})(TicketMaskingStrategy || (exports.TicketMaskingStrategy = TicketMaskingStrategy = {}));
+var TicketRedactionStatus;
+(function (TicketRedactionStatus) {
+    TicketRedactionStatus["REQUESTED"] = "REQUESTED";
+    TicketRedactionStatus["PROCESSING"] = "PROCESSING";
+    TicketRedactionStatus["COMPLETED"] = "COMPLETED";
+    TicketRedactionStatus["REJECTED"] = "REJECTED";
+    TicketRedactionStatus["FAILED"] = "FAILED";
+})(TicketRedactionStatus || (exports.TicketRedactionStatus = TicketRedactionStatus = {}));
+var TicketRetentionAction;
+(function (TicketRetentionAction) {
+    TicketRetentionAction["ARCHIVE"] = "ARCHIVE";
+    TicketRetentionAction["ANONYMIZE"] = "ANONYMIZE";
+    TicketRetentionAction["DELETE"] = "DELETE";
+    TicketRetentionAction["REVIEW"] = "REVIEW";
+})(TicketRetentionAction || (exports.TicketRetentionAction = TicketRetentionAction = {}));
+var TicketLegalHoldStatus;
+(function (TicketLegalHoldStatus) {
+    TicketLegalHoldStatus["ACTIVE"] = "ACTIVE";
+    TicketLegalHoldStatus["RELEASED"] = "RELEASED";
+})(TicketLegalHoldStatus || (exports.TicketLegalHoldStatus = TicketLegalHoldStatus = {}));
+var TicketAccessAuditAction;
+(function (TicketAccessAuditAction) {
+    TicketAccessAuditAction["READ"] = "READ";
+    TicketAccessAuditAction["SEARCH"] = "SEARCH";
+    TicketAccessAuditAction["DOWNLOAD_ATTACHMENT"] = "DOWNLOAD_ATTACHMENT";
+    TicketAccessAuditAction["EXPORT"] = "EXPORT";
+    TicketAccessAuditAction["VIEW_PII"] = "VIEW_PII";
+    TicketAccessAuditAction["REDACT"] = "REDACT";
+    TicketAccessAuditAction["IMPERSONATE"] = "IMPERSONATE";
+    TicketAccessAuditAction["DELEGATED_ACCESS"] = "DELEGATED_ACCESS";
+})(TicketAccessAuditAction || (exports.TicketAccessAuditAction = TicketAccessAuditAction = {}));
+var TicketDelegatedAccessStatus;
+(function (TicketDelegatedAccessStatus) {
+    TicketDelegatedAccessStatus["PENDING"] = "PENDING";
+    TicketDelegatedAccessStatus["ACTIVE"] = "ACTIVE";
+    TicketDelegatedAccessStatus["REVOKED"] = "REVOKED";
+    TicketDelegatedAccessStatus["EXPIRED"] = "EXPIRED";
+    TicketDelegatedAccessStatus["REJECTED"] = "REJECTED";
+})(TicketDelegatedAccessStatus || (exports.TicketDelegatedAccessStatus = TicketDelegatedAccessStatus = {}));

package/dist/Tickets/SelfService.d.ts

@@ -0,0 +1,255 @@
+import { ChannelType } from "../Common/Channels/ChannelType";
+import { ITicketAuditedEntity, ITicketProperty, TicketPriority } from "./Common";
+import { ITicketMessageReference } from "./Conversation";
+export declare enum TicketPortalAuthenticationMode {
+    PUBLIC = "PUBLIC",
+    OPTIONAL = "OPTIONAL",
+    REQUIRED = "REQUIRED"
+}
+export declare enum TicketRequestDraftStatus {
+    DRAFT = "DRAFT",
+    VALIDATING = "VALIDATING",
+    READY = "READY",
+    SUBMITTED = "SUBMITTED",
+    EXPIRED = "EXPIRED",
+    CANCELLED = "CANCELLED"
+}
+export declare enum TicketCustomerAction {
+    COMMENT = "COMMENT",
+    ADD_ATTACHMENT = "ADD_ATTACHMENT",
+    CANCEL = "CANCEL",
+    REOPEN = "REOPEN",
+    COMPLETE_FORM = "COMPLETE_FORM",
+    APPROVE = "APPROVE"
+}
+export declare enum TicketAudienceRuleEffect {
+    ALLOW = "ALLOW",
+    DENY = "DENY"
+}
+export declare enum TicketNotificationEvent {
+    CREATED = "CREATED",
+    PUBLIC_REPLY = "PUBLIC_REPLY",
+    PUBLIC_STATUS_CHANGED = "PUBLIC_STATUS_CHANGED",
+    ACTION_REQUIRED = "ACTION_REQUIRED",
+    RESOLVED = "RESOLVED",
+    REOPENED = "REOPENED",
+    SATISFACTION_REQUESTED = "SATISFACTION_REQUESTED"
+}
+export declare enum TicketDeflectionOutcome {
+    SUGGESTION_SHOWN = "SUGGESTION_SHOWN",
+    ARTICLE_OPENED = "ARTICLE_OPENED",
+    KNOWN_ISSUE_OPENED = "KNOWN_ISSUE_OPENED",
+    ABANDONED = "ABANDONED",
+    TICKET_CREATED = "TICKET_CREATED"
+}
+export declare enum TicketKnowledgeReferenceType {
+    ARTICLE = "ARTICLE",
+    COLLECTION = "COLLECTION",
+    FOLDER = "FOLDER"
+}
+export interface ITicketPortal extends ITicketAuditedEntity {
+    name: string;
+    slug: string;
+    title: string;
+    description?: string;
+    logoUrl?: string;
+    faviconUrl?: string;
+    primaryColor?: string;
+    defaultLocale: string;
+    supportedLocales?: string[];
+    authenticationMode: TicketPortalAuthenticationMode;
+    allowTicketCreation: boolean;
+    allowTicketTracking: boolean;
+    allowComments: boolean;
+    allowReopen: boolean;
+    allowCancellation: boolean;
+    termsDocumentId?: string;
+    privacyDocumentId?: string;
+    enabled: boolean;
+}
+export interface ITicketRequestType extends ITicketAuditedEntity {
+    name: string;
+    description?: string;
+    categoryId: string;
+    icon?: string;
+    formId: string;
+    formVersion?: number;
+    workflowId?: string;
+    defaultPriority?: TicketPriority;
+    defaultAssignedGroupId?: string;
+    slaPolicyId?: string;
+    publicStatusSchemeId?: string;
+    fieldDefinitionIds?: string[];
+    layoutIds?: string[];
+    audiencePolicyId?: string;
+    enabled: boolean;
+}
+export interface IServiceCatalog extends ITicketAuditedEntity {
+    portalId: string;
+    name: string;
+    description?: string;
+    order?: number;
+    enabled: boolean;
+}
+export interface IServiceCatalogSection extends ITicketAuditedEntity {
+    catalogId: string;
+    parentSectionId?: string;
+    name: string;
+    description?: string;
+    icon?: string;
+    order: number;
+    enabled: boolean;
+}
+export interface IServiceCatalogItem extends ITicketAuditedEntity {
+    catalogId: string;
+    sectionId?: string;
+    requestTypeId: string;
+    name: string;
+    shortDescription?: string;
+    imageUrl?: string;
+    order: number;
+    estimatedDeliveryMinutes?: number;
+    audiencePolicyId?: string;
+    enabled: boolean;
+}
+export interface ITicketAudienceRule {
+    id: string;
+    effect: TicketAudienceRuleEffect;
+    authenticatedOnly?: boolean;
+    organizationIds?: string[];
+    contactSegmentIds?: string[];
+    contactIds?: string[];
+    roleIds?: string[];
+    countries?: string[];
+}
+export interface ITicketAudiencePolicy extends ITicketAuditedEntity {
+    name: string;
+    description?: string;
+    defaultEffect: TicketAudienceRuleEffect;
+    rules: ITicketAudienceRule[];
+    enabled: boolean;
+}
+export interface ITicketRequestDraft {
+    id: string;
+    spaceId: string;
+    portalId: string;
+    requestTypeId: string;
+    contactId?: string;
+    formId: string;
+    formVersion?: number;
+    formSubmissionId?: string;
+    status: TicketRequestDraftStatus;
+    createdAt: Date;
+    updatedAt?: Date;
+    expiresAt: Date;
+    submittedTicketId?: string;
+}
+export interface ITicketPublicStatus extends ITicketAuditedEntity {
+    name: string;
+    description?: string;
+    color?: string;
+    icon?: string;
+    order: number;
+}
+export interface ITicketPublicStatusMapping extends ITicketAuditedEntity {
+    schemeId: string;
+    publicStatusId: string;
+    internalStatusIds: string[];
+}
+export interface ITicketPublicStatusScheme extends ITicketAuditedEntity {
+    name: string;
+    description?: string;
+    defaultPublicStatusId?: string;
+    enabled: boolean;
+}
+/** Safe customer projection; internal activity, notes, routing and SLA details are intentionally excluded. */
+export interface ICustomerTicketView {
+    id: string;
+    number: number;
+    title: string;
+    description?: string;
+    requestTypeId?: string;
+    categoryId: string;
+    publicStatus: ITicketPublicStatus;
+    priority?: TicketPriority;
+    publicProperties?: ITicketProperty[];
+    createdAt: Date;
+    updatedAt?: Date;
+    resolvedAt?: Date;
+    messages?: ITicketMessageReference[];
+    availableActions: TicketCustomerAction[];
+}
+/** Reference only. Article content and lifecycle remain authoritative in Docs/Knowledge. */
+export interface ITicketKnowledgeReference extends ITicketAuditedEntity {
+    referenceType: TicketKnowledgeReferenceType;
+    documentId: string;
+    portalIds?: string[];
+    requestTypeIds?: string[];
+    categoryIds?: string[];
+    locales?: string[];
+    audiencePolicyId?: string;
+    order?: number;
+    enabled: boolean;
+}
+/** Rules may work globally at portal level and become more specific by request type/category. */
+export interface ITicketDeflectionRule extends ITicketAuditedEntity {
+    name: string;
+    portalId: string;
+    requestTypeIds?: string[];
+    categoryIds?: string[];
+    knowledgeReferenceIds?: string[];
+    includeKnownIssues?: boolean;
+    minimumScore?: number;
+    maximumSuggestions?: number;
+    audiencePolicyId?: string;
+    enabled: boolean;
+}
+export interface ITicketDeflectionSuggestion {
+    knowledgeReferenceId?: string;
+    knownIssueTicketId?: string;
+    score?: number;
+    position: number;
+}
+export interface ITicketDeflectionEvent {
+    id: string;
+    spaceId: string;
+    portalId: string;
+    sessionId: string;
+    contactId?: string;
+    requestTypeId?: string;
+    categoryId?: string;
+    query: string;
+    suggestions: ITicketDeflectionSuggestion[];
+    selectedKnowledgeReferenceId?: string;
+    selectedKnownIssueTicketId?: string;
+    outcome: TicketDeflectionOutcome;
+    createdTicketId?: string;
+    occurredAt: Date;
+}
+export interface ITicketCustomerNotificationPreference {
+    id: string;
+    spaceId: string;
+    contactId: string;
+    portalId?: string;
+    locale?: string;
+    channelTypes: ChannelType[];
+    enabledEvents: TicketNotificationEvent[];
+    mutedTicketIds?: string[];
+    updatedAt: Date;
+}
+export interface ICreateTicketRequestDraftDto {
+    portalId: string;
+    requestTypeId: string;
+    contactId?: string;
+}
+export interface ISubmitTicketRequestDto {
+    draftId: string;
+    formSubmissionId: string;
+    idempotencyKey: string;
+}
+export interface ICustomerTicketActionDto {
+    action: TicketCustomerAction;
+    comment?: string;
+    attachmentIds?: string[];
+    formSubmissionId?: string;
+}