clarion-shared-types 1.0.90 → 1.0.92

package/dist/esm/modules/support/utils/support-display.util.js

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+import { CustomerFeedbackChannel, CustomerFeedbackSentiment, CustomerFeedbackStatus, CustomerFeedbackType, SupportMessageAuthorType, SupportProviderCapability, SupportProviderCode, SupportQueueAssignmentStrategy, SupportRelatedEntityType, SupportRoutingMatchType, SupportSlaClock, SupportSlaState, SupportSlaTarget, SupportSyncFailureReason, SupportSyncOperation, SupportSyncStatus, SupportTeamMemberRole, SupportTicketChannel, SupportTicketMessageType, SupportTicketPriority, SupportTicketSource, SupportTicketStatus, SupportWebhookStatus, } from '../enums/support-enums';
+/**
+ * Human labels for the support enums.
+ *
+ * Kept in the shared package rather than in the admin app so every screen that
+ * shows a ticket - the list, the detail page, the queue board, the customer's
+ * own screen - names the same state the same way. An operator reading "Waiting
+ * on customer" in one place and "Pending reply" in another would reasonably
+ * assume they were different things.
+ */
+export const SUPPORT_TICKET_STATUS_LABELS = {
+    [SupportTicketStatus.NEW]: 'New',
+    [SupportTicketStatus.OPEN]: 'Open',
+    [SupportTicketStatus.ASSIGNED]: 'Assigned',
+    [SupportTicketStatus.IN_PROGRESS]: 'In progress',
+    [SupportTicketStatus.WAITING_ON_CUSTOMER]: 'Waiting on customer',
+    [SupportTicketStatus.WAITING_ON_INTERNAL_TEAM]: 'Waiting on our team',
+    [SupportTicketStatus.RESOLVED]: 'Resolved',
+    [SupportTicketStatus.CLOSED]: 'Closed',
+    [SupportTicketStatus.REOPENED]: 'Reopened',
+    [SupportTicketStatus.CANCELLED]: 'Cancelled',
+};
+export const SUPPORT_TICKET_PRIORITY_LABELS = {
+    [SupportTicketPriority.CRITICAL]: 'Critical',
+    [SupportTicketPriority.URGENT]: 'Urgent',
+    [SupportTicketPriority.HIGH]: 'High',
+    [SupportTicketPriority.NORMAL]: 'Normal',
+    [SupportTicketPriority.LOW]: 'Low',
+};
+export const SUPPORT_TICKET_CHANNEL_LABELS = {
+    [SupportTicketChannel.MOBILE_APP]: 'Mobile app',
+    [SupportTicketChannel.WEB_APP]: 'Web app',
+    [SupportTicketChannel.AGENT_PORTAL]: 'Raised by agent',
+    [SupportTicketChannel.PROVIDER]: 'Helpdesk',
+    [SupportTicketChannel.EMAIL]: 'Email',
+    [SupportTicketChannel.PHONE]: 'Phone',
+    [SupportTicketChannel.SMS]: 'SMS',
+    [SupportTicketChannel.CHAT]: 'Chat',
+    [SupportTicketChannel.SYSTEM]: 'System',
+    [SupportTicketChannel.API]: 'API',
+};
+export const SUPPORT_TICKET_SOURCE_LABELS = {
+    [SupportTicketSource.CUSTOMER]: 'Customer',
+    [SupportTicketSource.AGENT]: 'Agent',
+    [SupportTicketSource.SYSTEM]: 'System',
+    [SupportTicketSource.FEEDBACK_CONVERSION]: 'From feedback',
+    [SupportTicketSource.PROVIDER_SYNC]: 'From helpdesk',
+    [SupportTicketSource.CHAT_ESCALATION]: 'Escalated from chat',
+};
+export const SUPPORT_TICKET_MESSAGE_TYPE_LABELS = {
+    [SupportTicketMessageType.CUSTOMER_MESSAGE]: 'Customer',
+    [SupportTicketMessageType.AGENT_REPLY]: 'Reply to customer',
+    [SupportTicketMessageType.INTERNAL_NOTE]: 'Internal note',
+    [SupportTicketMessageType.SYSTEM_MESSAGE]: 'System',
+    [SupportTicketMessageType.STATUS_MESSAGE]: 'Status change',
+};
+export const SUPPORT_MESSAGE_AUTHOR_TYPE_LABELS = {
+    [SupportMessageAuthorType.CUSTOMER]: 'Customer',
+    [SupportMessageAuthorType.AGENT]: 'Agent',
+    [SupportMessageAuthorType.SYSTEM]: 'System',
+    [SupportMessageAuthorType.PROVIDER_AGENT]: 'Helpdesk agent',
+};
+export const SUPPORT_SLA_STATE_LABELS = {
+    [SupportSlaState.ON_TRACK]: 'On track',
+    [SupportSlaState.WARNING]: 'Due soon',
+    [SupportSlaState.BREACHED]: 'Breached',
+    [SupportSlaState.PAUSED]: 'Paused',
+    [SupportSlaState.MET]: 'Met',
+    [SupportSlaState.NOT_APPLICABLE]: 'No target',
+};
+export const SUPPORT_SLA_TARGET_LABELS = {
+    [SupportSlaTarget.FIRST_RESPONSE]: 'First response',
+    [SupportSlaTarget.RESOLUTION]: 'Resolution',
+};
+export const SUPPORT_SLA_CLOCK_LABELS = {
+    [SupportSlaClock.CALENDAR]: 'Around the clock',
+    [SupportSlaClock.BUSINESS]: 'Working hours',
+};
+export const CUSTOMER_FEEDBACK_TYPE_LABELS = {
+    [CustomerFeedbackType.BUG_REPORT]: 'Bug report',
+    [CustomerFeedbackType.FEATURE_REQUEST]: 'Feature request',
+    [CustomerFeedbackType.COMPLAINT]: 'Complaint',
+    [CustomerFeedbackType.COMPLIMENT]: 'Compliment',
+    [CustomerFeedbackType.GENERAL]: 'General',
+    [CustomerFeedbackType.SERVICE_RATING]: 'Service rating',
+    [CustomerFeedbackType.SUPPORT_RATING]: 'Support rating',
+};
+export const CUSTOMER_FEEDBACK_STATUS_LABELS = {
+    [CustomerFeedbackStatus.NEW]: 'New',
+    [CustomerFeedbackStatus.UNDER_REVIEW]: 'Under review',
+    [CustomerFeedbackStatus.ACKNOWLEDGED]: 'Acknowledged',
+    [CustomerFeedbackStatus.RESPONDED]: 'Responded',
+    [CustomerFeedbackStatus.CONVERTED_TO_TICKET]: 'Became a ticket',
+    [CustomerFeedbackStatus.CLOSED]: 'Closed',
+    [CustomerFeedbackStatus.DISMISSED]: 'Dismissed',
+};
+export const CUSTOMER_FEEDBACK_CHANNEL_LABELS = {
+    [CustomerFeedbackChannel.MOBILE_APP]: 'Mobile app',
+    [CustomerFeedbackChannel.WEB_APP]: 'Web app',
+    [CustomerFeedbackChannel.AGENT_PORTAL]: 'Agent portal',
+    [CustomerFeedbackChannel.API]: 'API',
+};
+export const CUSTOMER_FEEDBACK_SENTIMENT_LABELS = {
+    [CustomerFeedbackSentiment.POSITIVE]: 'Positive',
+    [CustomerFeedbackSentiment.NEUTRAL]: 'Neutral',
+    [CustomerFeedbackSentiment.NEGATIVE]: 'Negative',
+    [CustomerFeedbackSentiment.UNKNOWN]: 'Unknown',
+};
+export const SUPPORT_PROVIDER_LABELS = {
+    [SupportProviderCode.ZAMMAD]: 'Zammad',
+    [SupportProviderCode.FRESHDESK]: 'Freshdesk',
+    [SupportProviderCode.NONE]: 'Clarion only',
+};
+export const SUPPORT_PROVIDER_CAPABILITY_LABELS = {
+    [SupportProviderCapability.CREATE_TICKET]: 'Create tickets',
+    [SupportProviderCapability.UPDATE_TICKET]: 'Update tickets',
+    [SupportProviderCapability.PUBLIC_REPLY]: 'Reply to customers',
+    [SupportProviderCapability.INTERNAL_NOTE]: 'Internal notes',
+    [SupportProviderCapability.ASSIGN_TICKET]: 'Assign agents',
+    [SupportProviderCapability.CHANGE_STATUS]: 'Change status',
+    [SupportProviderCapability.CLOSE_REOPEN]: 'Close and reopen',
+    [SupportProviderCapability.ATTACHMENTS]: 'Attachments',
+    [SupportProviderCapability.CONTACTS]: 'Customer contacts',
+    [SupportProviderCapability.SEARCH]: 'Search',
+    [SupportProviderCapability.WEBHOOKS]: 'Webhooks',
+    [SupportProviderCapability.FETCH_TICKET]: 'Re-read a ticket',
+};
+export const SUPPORT_SYNC_STATUS_LABELS = {
+    [SupportSyncStatus.PENDING]: 'Queued',
+    [SupportSyncStatus.IN_PROGRESS]: 'Sending',
+    [SupportSyncStatus.SUCCEEDED]: 'Synced',
+    [SupportSyncStatus.FAILED]: 'Failed, will retry',
+    [SupportSyncStatus.DEAD_LETTER]: 'Needs attention',
+    [SupportSyncStatus.SKIPPED]: 'Not applicable',
+    [SupportSyncStatus.SUPERSEDED]: 'Superseded',
+};
+export const SUPPORT_SYNC_OPERATION_LABELS = {
+    [SupportSyncOperation.UPSERT_CONTACT]: 'Sync customer',
+    [SupportSyncOperation.CREATE_TICKET]: 'Create ticket',
+    [SupportSyncOperation.UPDATE_TICKET]: 'Update ticket',
+    [SupportSyncOperation.ADD_PUBLIC_REPLY]: 'Send reply',
+    [SupportSyncOperation.ADD_INTERNAL_NOTE]: 'Add internal note',
+    [SupportSyncOperation.ASSIGN_TICKET]: 'Assign agent',
+    [SupportSyncOperation.CHANGE_STATUS]: 'Change status',
+    [SupportSyncOperation.ADD_ATTACHMENT]: 'Attach file',
+    [SupportSyncOperation.CLOSE_TICKET]: 'Close ticket',
+    [SupportSyncOperation.REOPEN_TICKET]: 'Reopen ticket',
+    [SupportSyncOperation.FETCH_TICKET]: 'Re-read ticket',
+};
+/**
+ * Failure reasons in words an operator can act on.
+ *
+ * Each one says what to DO, not just what happened. "Provider rejected the
+ * request" tells nobody anything; "the helpdesk refused the request - check the
+ * ticket's category mapping" is a next step.
+ */
+export const SUPPORT_SYNC_FAILURE_REASON_LABELS = {
+    [SupportSyncFailureReason.AUTHENTICATION_FAILED]: 'The helpdesk refused the credential - check the configured secret',
+    [SupportSyncFailureReason.AUTHORIZATION_FAILED]: 'The helpdesk account is not allowed to do this - check its role',
+    [SupportSyncFailureReason.INVALID_PAYLOAD]: 'The helpdesk could not read the request - a field mapping is wrong',
+    [SupportSyncFailureReason.NOT_FOUND]: 'The record no longer exists in the helpdesk',
+    [SupportSyncFailureReason.PROVIDER_REJECTED]: 'The helpdesk declined the request',
+    [SupportSyncFailureReason.RATE_LIMITED]: 'Throttled by the helpdesk - it will retry shortly',
+    [SupportSyncFailureReason.PROVIDER_UNAVAILABLE]: 'The helpdesk could not be reached',
+    [SupportSyncFailureReason.TIMEOUT]: 'The helpdesk did not answer in time',
+    [SupportSyncFailureReason.CIRCUIT_OPEN]: 'Paused after repeated failures - it will resume on its own',
+    [SupportSyncFailureReason.PROVIDER_NOT_CONFIGURED]: 'No helpdesk is configured for this deployment',
+    [SupportSyncFailureReason.UNREADABLE_SUCCESS]: 'The helpdesk accepted it but the reply could not be read - check the helpdesk before retrying',
+    [SupportSyncFailureReason.UNKNOWN]: 'Unrecognised failure - it will retry',
+};
+export const SUPPORT_WEBHOOK_STATUS_LABELS = {
+    [SupportWebhookStatus.RECEIVED]: 'Received',
+    [SupportWebhookStatus.PROCESSED]: 'Applied',
+    [SupportWebhookStatus.DUPLICATE]: 'Duplicate',
+    [SupportWebhookStatus.IGNORED]: 'Ignored',
+    [SupportWebhookStatus.REJECTED]: 'Rejected - bad signature',
+    [SupportWebhookStatus.FAILED]: 'Failed',
+};
+export const SUPPORT_RELATED_ENTITY_TYPE_LABELS = {
+    [SupportRelatedEntityType.INCIDENT]: 'Incident',
+    [SupportRelatedEntityType.BILLING_SUBSCRIPTION]: 'Subscription',
+    [SupportRelatedEntityType.BILLING_INVOICE]: 'Invoice',
+    [SupportRelatedEntityType.BILLING_PAYMENT]: 'Payment',
+    [SupportRelatedEntityType.BILLING_PACKAGE]: 'Package',
+    [SupportRelatedEntityType.CHAT_CONVERSATION]: 'Chat',
+    [SupportRelatedEntityType.NEWSFEED_POST]: 'Newsfeed post',
+    [SupportRelatedEntityType.NEWSFEED_COMMENT]: 'Newsfeed comment',
+    [SupportRelatedEntityType.PARTNER_DISPATCH]: 'Partner dispatch',
+    [SupportRelatedEntityType.RESPONSE_UNIT]: 'Response unit',
+    [SupportRelatedEntityType.ORGANIZATION]: 'Organization',
+    [SupportRelatedEntityType.USER]: 'User',
+    [SupportRelatedEntityType.APP_SCREEN]: 'App screen',
+    [SupportRelatedEntityType.SUPPORT_TICKET]: 'Support ticket',
+    [SupportRelatedEntityType.CUSTOMER_FEEDBACK]: 'Customer feedback',
+    [SupportRelatedEntityType.OTHER]: 'Other',
+};
+export const SUPPORT_QUEUE_ASSIGNMENT_STRATEGY_LABELS = {
+    [SupportQueueAssignmentStrategy.MANUAL]: 'Assigned by a supervisor',
+    [SupportQueueAssignmentStrategy.ROUND_ROBIN]: 'Round robin (not yet available)',
+    [SupportQueueAssignmentStrategy.LEAST_BUSY]: 'Least busy agent (not yet available)',
+};
+export const SUPPORT_ROUTING_MATCH_TYPE_LABELS = {
+    [SupportRoutingMatchType.ANY]: 'Every ticket',
+    [SupportRoutingMatchType.CATEGORY]: 'Category',
+    [SupportRoutingMatchType.PRIORITY]: 'Priority',
+    [SupportRoutingMatchType.CHANNEL]: 'Channel',
+    [SupportRoutingMatchType.COUNTRY]: 'Country',
+    [SupportRoutingMatchType.CONTROL_CENTRE]: 'Control centre',
+    [SupportRoutingMatchType.APP_ID]: 'Application',
+    [SupportRoutingMatchType.RELATED_ENTITY_TYPE]: 'What it is about',
+};
+export const SUPPORT_TEAM_MEMBER_ROLE_LABELS = {
+    [SupportTeamMemberRole.AGENT]: 'Agent',
+    [SupportTeamMemberRole.SUPERVISOR]: 'Supervisor',
+    [SupportTeamMemberRole.MANAGER]: 'Manager',
+};
+export function supportTicketStatusTone(status) {
+    switch (status) {
+        case SupportTicketStatus.RESOLVED:
+        case SupportTicketStatus.CLOSED:
+            return 'success';
+        case SupportTicketStatus.WAITING_ON_CUSTOMER:
+        case SupportTicketStatus.WAITING_ON_INTERNAL_TEAM:
+            return 'warn';
+        case SupportTicketStatus.REOPENED:
+            return 'danger';
+        case SupportTicketStatus.CANCELLED:
+            return 'neutral';
+        default:
+            return 'info';
+    }
+}
+export function supportTicketPriorityTone(priority) {
+    switch (priority) {
+        case SupportTicketPriority.CRITICAL:
+        case SupportTicketPriority.URGENT:
+            return 'danger';
+        case SupportTicketPriority.HIGH:
+            return 'warn';
+        case SupportTicketPriority.LOW:
+            return 'neutral';
+        default:
+            return 'info';
+    }
+}
+export function supportSlaStateTone(state) {
+    switch (state) {
+        case SupportSlaState.MET:
+            return 'success';
+        case SupportSlaState.WARNING:
+            return 'warn';
+        case SupportSlaState.BREACHED:
+            return 'danger';
+        case SupportSlaState.PAUSED:
+        case SupportSlaState.NOT_APPLICABLE:
+            return 'neutral';
+        default:
+            return 'info';
+    }
+}
+export function supportSyncStatusTone(status) {
+    switch (status) {
+        case SupportSyncStatus.SUCCEEDED:
+            return 'success';
+        case SupportSyncStatus.FAILED:
+            return 'warn';
+        case SupportSyncStatus.DEAD_LETTER:
+            return 'danger';
+        case SupportSyncStatus.SKIPPED:
+        case SupportSyncStatus.SUPERSEDED:
+            return 'neutral';
+        default:
+            return 'info';
+    }
+}
+export function customerFeedbackStatusTone(status) {
+    switch (status) {
+        case CustomerFeedbackStatus.RESPONDED:
+        case CustomerFeedbackStatus.CLOSED:
+            return 'success';
+        case CustomerFeedbackStatus.NEW:
+        case CustomerFeedbackStatus.UNDER_REVIEW:
+            return 'warn';
+        case CustomerFeedbackStatus.DISMISSED:
+            return 'neutral';
+        default:
+            return 'info';
+    }
+}
+export function customerFeedbackSentimentTone(sentiment) {
+    switch (sentiment) {
+        case CustomerFeedbackSentiment.POSITIVE:
+            return 'success';
+        case CustomerFeedbackSentiment.NEGATIVE:
+            return 'danger';
+        case CustomerFeedbackSentiment.NEUTRAL:
+            return 'info';
+        default:
+            return 'neutral';
+    }
+}
+/**
+ * How a deadline reads on screen.
+ *
+ * Returns a phrase rather than a number so a paused clock does not render as a
+ * countdown that is not counting - the single most misleading thing an SLA chip
+ * can do.
+ */
+export function describeSupportSlaDeadline(state, remainingMinutes) {
+    if (state === SupportSlaState.NOT_APPLICABLE)
+        return 'No target';
+    if (state === SupportSlaState.MET)
+        return 'Met';
+    if (state === SupportSlaState.PAUSED)
+        return 'Paused - waiting on the customer';
+    if (remainingMinutes == null)
+        return SUPPORT_SLA_STATE_LABELS[state];
+    if (remainingMinutes < 0)
+        return `${formatSupportDuration(-remainingMinutes)} overdue`;
+    return `${formatSupportDuration(remainingMinutes)} left`;
+}
+/** Minutes as a short human duration: 45m, 3h 20m, 2d 4h. */
+export function formatSupportDuration(minutes) {
+    if (minutes == null || !Number.isFinite(minutes))
+        return '-';
+    const total = Math.max(0, Math.round(minutes));
+    if (total < 60)
+        return `${total}m`;
+    const hours = Math.floor(total / 60);
+    const remainderMinutes = total % 60;
+    if (hours < 24) {
+        return remainderMinutes === 0 ? `${hours}h` : `${hours}h ${remainderMinutes}m`;
+    }
+    const days = Math.floor(hours / 24);
+    const remainderHours = hours % 24;
+    return remainderHours === 0 ? `${days}d` : `${days}d ${remainderHours}h`;
+}
+/**
+ * Whether an adapter can do something.
+ *
+ * The admin gates every button on this rather than assuming, so an action a
+ * helpdesk cannot perform is never offered to an operator as if it worked.
+ */
+export function supportProviderSupports(capabilities, capability) {
+    return Array.isArray(capabilities) && capabilities.includes(capability);
+}
+/** True for the message types a customer is allowed to see. */
+export function isCustomerVisibleSupportMessage(type) {
+    return type !== SupportTicketMessageType.INTERNAL_NOTE;
+}
+//# sourceMappingURL=support-display.util.js.map

package/dist/esm/modules/support/utils/support-display.util.js.map

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package/dist/types/index.d.ts

@@ -20,5 +20,6 @@ export * from './modules/tracking/index';
 export * from './modules/entitlement/index';
 export * from './modules/alert-dispatch/index';
 export * from './modules/partner/index';
+export * from './modules/support/index';
 export * from './modules/common/interfaces/server-message';
 export * from './modules/common/interfaces/pagination';

package/dist/types/modules/permission/enums/permission-actions.enum.d.ts

@@ -37,5 +37,26 @@ export declare enum PermissionActions {
     CREATE_RESPONSE_UNIT = "create:response-unit",
     READ_RESPONSE_UNIT = "read:response-unit",
     UPDATE_RESPONSE_UNIT = "update:response-unit",
-    DELETE_RESPONSE_UNIT = "delete:response-unit"
+    DELETE_RESPONSE_UNIT = "delete:response-unit",
+    CREATE_SUPPORT_TICKET = "create:support-ticket",
+    READ_SUPPORT_TICKET = "read:support-ticket",
+    UPDATE_SUPPORT_TICKET = "update:support-ticket",
+    ASSIGN_SUPPORT_TICKET = "assign:support-ticket",
+    REPLY_SUPPORT_TICKET = "reply:support-ticket",
+    NOTE_SUPPORT_TICKET = "note:support-ticket",
+    CHANGE_STATUS_SUPPORT_TICKET = "change-status:support-ticket",
+    CHANGE_PRIORITY_SUPPORT_TICKET = "change-priority:support-ticket",
+    CLOSE_SUPPORT_TICKET = "close:support-ticket",
+    REOPEN_SUPPORT_TICKET = "reopen:support-ticket",
+    READ_SUPPORT_FEEDBACK = "read:support-feedback",
+    REVIEW_SUPPORT_FEEDBACK = "review:support-feedback",
+    RESPOND_SUPPORT_FEEDBACK = "respond:support-feedback",
+    CONVERT_SUPPORT_FEEDBACK = "convert:support-feedback",
+    MANAGE_SUPPORT_QUEUE = "manage:support-queue",
+    MANAGE_SUPPORT_TEAM = "manage:support-team",
+    MANAGE_SUPPORT_SLA = "manage:support-sla",
+    MANAGE_SUPPORT_CONFIGURATION = "manage:support-configuration",
+    READ_SUPPORT_REPORT = "read:support-report",
+    READ_SUPPORT_SYNC = "read:support-sync",
+    MANAGE_SUPPORT_SYNC = "manage:support-sync"
 }

package/dist/types/modules/permission/enums/permissions-moudule.enum.d.ts

@@ -5,5 +5,6 @@ export declare enum PermissionsModule {
     USER = "User",
     ROLE = "Role",
     INCIDENT = "Grievance",
-    RESPONSE_UNIT = "Response Unit"
+    RESPONSE_UNIT = "Response Unit",
+    SUPPORT = "Support"
 }