grm-shared-library 1.1.201 → 1.1.203

package/dist/cjs/index.js

@@ -40,6 +40,7 @@ __exportStar(require("./modules/entitlement/index"), exports);
 __exportStar(require("./modules/alert-dispatch/index"), exports);
 __exportStar(require("./modules/system-user/index"), exports);
 __exportStar(require("./modules/partner/index"), exports);
+__exportStar(require("./modules/support/index"), exports);
 // Interfaces
 __exportStar(require("./interfaces/server-message"), exports);
 __exportStar(require("./interfaces/i-request-with-user"), exports);

package/dist/cjs/index.js.map

@@ -1 +1 @@
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+{"version":3,"file":"index.js","sourceRoot":"","sources":["../../src/index.ts"],"names":[],"mappings":";;;;;;;;;;;;;;;;AAAA,UAAU;AACV,uDAAqC;AACrC,+DAA6C;AAC7C,yDAAuC;AACvC,6DAA2C;AAC3C,uDAAqC;AACrC,uDAAqC;AACrC,iEAA+C;AAC/C,wDAAsC;AACtC,gEAA8C;AAC9C,2DAAyC;AACzC,2DAAyC;AACzC,sDAAoC;AACpC,sDAAoC;AACpC,sDAAoC;AACpC,yDAAuC;AACvC,mEAAiD;AACjD,+DAA6C;AAC7C,uDAAqC;AACrC,0DAAwC;AACxC,wDAAsC;AACtC,2DAAyC;AACzC,8DAA4C;AAC5C,iEAA+C;AAC/C,8DAA4C;AAC5C,0DAAwC;AACxC,0DAAwC;AAExC,aAAa;AACb,8DAA4C;AAC5C,mEAAiD;AACjD,8DAA4C;AAC5C,2DAAyC;AACzC,0DAAwC;AAExC,YAAY;AACZ,2DAAyC;AAEzC,QAAQ;AACR,gDAA8B;AAE9B,YAAY;AACZ,+DAA6C;AAC7C,wFAAsE;AAEtE,aAAa;AACb,qDAAmC"}

package/dist/cjs/kafka/topics.js

@@ -72,5 +72,31 @@ exports.KAFKA_TOPICS = {
     // Third-party partner dispatch (producer: clarion-partner-services) - versioned.
     PARTNER_DISPATCH_CREATED: 'partner.dispatch.created.v1',
     PARTNER_DISPATCH_STATUS_CHANGED: 'partner.dispatch.status-changed.v1',
+    // Support tickets and customer feedback (producer: clarion-support) - versioned.
+    // Every payload is secret-free: identifiers, states and timestamps only. A
+    // support message body never travels on a topic, because a topic is read by
+    // consumers nobody enumerated and a support message is exactly the kind of
+    // thing that turns out to contain a password somebody pasted in.
+    SUPPORT_TICKET_CREATED: 'support.ticket.created.v1',
+    SUPPORT_TICKET_UPDATED: 'support.ticket.updated.v1',
+    SUPPORT_TICKET_ASSIGNED: 'support.ticket.assigned.v1',
+    SUPPORT_TICKET_STATUS_CHANGED: 'support.ticket.status-changed.v1',
+    SUPPORT_TICKET_PRIORITY_CHANGED: 'support.ticket.priority-changed.v1',
+    SUPPORT_TICKET_MESSAGE_CREATED: 'support.ticket.message-created.v1',
+    SUPPORT_TICKET_CUSTOMER_REPLIED: 'support.ticket.customer-replied.v1',
+    SUPPORT_TICKET_AGENT_REPLIED: 'support.ticket.agent-replied.v1',
+    SUPPORT_TICKET_RESOLVED: 'support.ticket.resolved.v1',
+    SUPPORT_TICKET_CLOSED: 'support.ticket.closed.v1',
+    SUPPORT_TICKET_REOPENED: 'support.ticket.reopened.v1',
+    SUPPORT_TICKET_SLA_WARNING: 'support.ticket.sla-warning.v1',
+    SUPPORT_TICKET_SLA_BREACHED: 'support.ticket.sla-breached.v1',
+    SUPPORT_FEEDBACK_CREATED: 'support.feedback.created.v1',
+    SUPPORT_FEEDBACK_UPDATED: 'support.feedback.updated.v1',
+    SUPPORT_FEEDBACK_REVIEWED: 'support.feedback.reviewed.v1',
+    SUPPORT_FEEDBACK_RESPONDED: 'support.feedback.responded.v1',
+    SUPPORT_FEEDBACK_CONVERTED_TO_TICKET: 'support.feedback.converted-to-ticket.v1',
+    SUPPORT_FEEDBACK_RATING_SUBMITTED: 'support.feedback.rating-submitted.v1',
+    SUPPORT_PROVIDER_SYNC_FAILED: 'support.provider.sync-failed.v1',
+    SUPPORT_PROVIDER_SYNC_RECOVERED: 'support.provider.sync-recovered.v1',
 };
 //# sourceMappingURL=topics.js.map

package/dist/cjs/kafka/topics.js.map

@@ -1 +1 @@
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+{"version":3,"file":"topics.js","sourceRoot":"","sources":["../../../src/kafka/topics.ts"],"names":[],"mappings":";;;AAAa,QAAA,YAAY,GAAG;IACxB,OAAO;IACP,eAAe,EAAE,iBAAiB;IAClC,cAAc,EAAE,gBAAgB;IAChC,eAAe,EAAE,iBAAiB;IAClC,6BAA6B,EAAE,+BAA+B;IAC9D,6BAA6B,EAAE,+BAA+B;IAC9D,OAAO;IACP,YAAY,EAAE,cAAc;IAC5B,YAAY,EAAE,cAAc;IAC5B,YAAY,EAAE,cAAc;IAC5B,MAAM;IACN,WAAW,EAAE,aAAa;IAC1B,WAAW,EAAE,aAAa;IAC1B,WAAW,EAAE,aAAa;IAC1B,MAAM;IACN,YAAY,EAAE,eAAe;IAC7B,aAAa,EAAE,eAAe;IAC9B,WAAW;IACX,cAAc,EAAE,gBAAgB;IAChC,WAAW;IACX,gBAAgB,EAAE,kBAAkB;IACpC,gBAAgB,EAAE,kBAAkB;IACpC,uBAAuB,EAAE,yBAAyB;IAClD,sBAAsB,EAAE,wBAAwB;IAChD,yBAAyB,EAAE,2BAA2B;IACtD,wBAAwB,EAAE,0BAA0B;IACpD,0BAA0B,EAAE,4BAA4B;IACxD,sBAAsB,EAAE,wBAAwB;IAChD,iBAAiB,EAAE,mBAAmB;IACtC,2BAA2B,EAAE,6BAA6B;IAC1D,yCAAyC,EAAE,2CAA2C;IACtF,OAAO;IACP,oBAAoB,EAAE,sBAAsB;IAC5C,yBAAyB,EAAE,2BAA2B;IACtD,qBAAqB,EAAE,uBAAuB;IAC9C,OAAO;IACP,YAAY,EAAE,cAAc;IAC5B,UAAU,EAAE,YAAY;IACxB,WAAW,EAAE,aAAa;IAC1B,OAAO;IACP,iBAAiB,EAAE,mBAAmB;IACtC,oBAAoB,EAAE,sBAAsB;IAC5C,WAAW;IACX,qBAAqB,EAAE,uBAAuB;IAC9C,uBAAuB,EAAE,yBAAyB;IAClD,qBAAqB,EAAE,uBAAuB;IAC9C,sBAAsB,EAAE,wBAAwB;IAChD,qBAAqB,EAAE,uBAAuB;IAC9C,mBAAmB,EAAE,qBAAqB;IAC1C,qBAAqB,EAAE,uBAAuB;IAC9C,oBAAoB,EAAE,sBAAsB;IAC5C,wBAAwB,EAAE,0BAA0B;IACpD,wBAAwB,EAAE,0BAA0B;IACpD,wBAAwB,EAAE,0BAA0B;IACpD,iEAAiE;IACjE,iBAAiB,EAAE,oCAAoC;IACvD,eAAe,EAAE,kCAAkC;IACnD,wBAAwB,EAAE,6BAA6B;IACvD,wBAAwB,EAAE,6BAA6B;IACvD,wBAAwB,EAAE,6BAA6B;IACvD,wEAAwE;IACxE,+DAA+D;IAC/D,yBAAyB,EAAE,uCAAuC;IAClE,yBAAyB,EAAE,uCAAuC;IAClE,yBAAyB,EAAE,uCAAuC;IAClE,wCAAwC,EACpC,sDAAsD;IAC1D,gCAAgC,EAAE,8CAA8C;IAChF,iFAAiF;IACjF,wBAAwB,EAAE,6BAA6B;IACvD,+BAA+B,EAAE,oCAAoC;IACrE,iFAAiF;IACjF,2EAA2E;IAC3E,4EAA4E;IAC5E,2EAA2E;IAC3E,iEAAiE;IACjE,sBAAsB,EAAE,2BAA2B;IACnD,sBAAsB,EAAE,2BAA2B;IACnD,uBAAuB,EAAE,4BAA4B;IACrD,6BAA6B,EAAE,kCAAkC;IACjE,+BAA+B,EAAE,oCAAoC;IACrE,8BAA8B,EAAE,mCAAmC;IACnE,+BAA+B,EAAE,oCAAoC;IACrE,4BAA4B,EAAE,iCAAiC;IAC/D,uBAAuB,EAAE,4BAA4B;IACrD,qBAAqB,EAAE,0BAA0B;IACjD,uBAAuB,EAAE,4BAA4B;IACrD,0BAA0B,EAAE,+BAA+B;IAC3D,2BAA2B,EAAE,gCAAgC;IAC7D,wBAAwB,EAAE,6BAA6B;IACvD,wBAAwB,EAAE,6BAA6B;IACvD,yBAAyB,EAAE,8BAA8B;IACzD,0BAA0B,EAAE,+BAA+B;IAC3D,oCAAoC,EAAE,yCAAyC;IAC/E,iCAAiC,EAAE,sCAAsC;IACzE,4BAA4B,EAAE,iCAAiC;IAC/D,+BAA+B,EAAE,oCAAoC;CACxE,CAAC"}

package/dist/cjs/modules/common/constants/service.const.js

@@ -18,5 +18,6 @@ exports.SERVICE_CONSTS = {
     NEWSFEED_SERVICE: { name: 'newsfeed-service', port: 3015 },
     RESPONSE_TRACKING_SERVICE: { name: 'response-tracking-service', port: 3016 },
     PARTNER_SERVICE: { name: 'partner-service', port: 3017 },
+    SUPPORT_SERVICE: { name: 'support-service', port: 3018 },
 };
 //# sourceMappingURL=service.const.js.map

package/dist/cjs/modules/common/constants/service.const.js.map

@@ -1 +1 @@
-{"version":3,"file":"service.const.js","sourceRoot":"","sources":["../../../../../src/modules/common/constants/service.const.ts"],"names":[],"mappings":";;;AAAa,QAAA,cAAc,GAAG;IAC1B,WAAW,EAAE,EAAE,IAAI,EAAE,aAAa,EAAE,IAAI,EAAE,IAAI,EAAE;IAChD,YAAY,EAAE,EAAE,IAAI,EAAE,cAAc,EAAE,IAAI,EAAE,IAAI,EAAE;IAClD,oBAAoB,EAAE,EAAE,IAAI,EAAE,sBAAsB,EAAE,IAAI,EAAE,IAAI,EAAE;IAClE,gBAAgB,EAAE,EAAE,IAAI,EAAE,kBAAkB,EAAE,IAAI,EAAE,IAAI,EAAE;IAC1D,oBAAoB,EAAE,EAAE,IAAI,EAAE,sBAAsB,EAAE,IAAI,EAAE,IAAI,EAAE;IAClE,wBAAwB,EAAE,EAAE,IAAI,EAAE,0BAA0B,EAAE,IAAI,EAAE,IAAI,EAAE;IAC1E,WAAW,EAAE,EAAE,IAAI,EAAE,aAAa,EAAE,IAAI,EAAE,IAAI,EAAE;IAChD,WAAW,EAAE,EAAE,IAAI,EAAE,aAAa,EAAE,IAAI,EAAE,IAAI,EAAE;IAChD,eAAe,EAAE,EAAE,IAAI,EAAE,iBAAiB,EAAE,IAAI,EAAE,IAAI,EAAE;IACxD,cAAc,EAAE,EAAE,IAAI,EAAE,gBAAgB,EAAE,IAAI,EAAE,IAAI,EAAE;IACtD,YAAY,EAAE,EAAE,IAAI,EAAE,cAAc,EAAE,IAAI,EAAE,IAAI,EAAE;IAClD,YAAY,EAAE,EAAE,IAAI,EAAE,cAAc,EAAE,IAAI,EAAE,IAAI,EAAE;IAClD,eAAe,EAAE,EAAE,IAAI,EAAE,iBAAiB,EAAE,IAAI,EAAE,IAAI,EAAE;IACxD,gBAAgB,EAAE,EAAE,IAAI,EAAE,kBAAkB,EAAE,IAAI,EAAE,IAAI,EAAE;IAC1D,yBAAyB,EAAE,EAAE,IAAI,EAAE,2BAA2B,EAAE,IAAI,EAAE,IAAI,EAAE;IAC5E,eAAe,EAAE,EAAE,IAAI,EAAE,iBAAiB,EAAE,IAAI,EAAE,IAAI,EAAE;CAC3D,CAAC"}
+{"version":3,"file":"service.const.js","sourceRoot":"","sources":["../../../../../src/modules/common/constants/service.const.ts"],"names":[],"mappings":";;;AAAa,QAAA,cAAc,GAAG;IAC1B,WAAW,EAAE,EAAE,IAAI,EAAE,aAAa,EAAE,IAAI,EAAE,IAAI,EAAE;IAChD,YAAY,EAAE,EAAE,IAAI,EAAE,cAAc,EAAE,IAAI,EAAE,IAAI,EAAE;IAClD,oBAAoB,EAAE,EAAE,IAAI,EAAE,sBAAsB,EAAE,IAAI,EAAE,IAAI,EAAE;IAClE,gBAAgB,EAAE,EAAE,IAAI,EAAE,kBAAkB,EAAE,IAAI,EAAE,IAAI,EAAE;IAC1D,oBAAoB,EAAE,EAAE,IAAI,EAAE,sBAAsB,EAAE,IAAI,EAAE,IAAI,EAAE;IAClE,wBAAwB,EAAE,EAAE,IAAI,EAAE,0BAA0B,EAAE,IAAI,EAAE,IAAI,EAAE;IAC1E,WAAW,EAAE,EAAE,IAAI,EAAE,aAAa,EAAE,IAAI,EAAE,IAAI,EAAE;IAChD,WAAW,EAAE,EAAE,IAAI,EAAE,aAAa,EAAE,IAAI,EAAE,IAAI,EAAE;IAChD,eAAe,EAAE,EAAE,IAAI,EAAE,iBAAiB,EAAE,IAAI,EAAE,IAAI,EAAE;IACxD,cAAc,EAAE,EAAE,IAAI,EAAE,gBAAgB,EAAE,IAAI,EAAE,IAAI,EAAE;IACtD,YAAY,EAAE,EAAE,IAAI,EAAE,cAAc,EAAE,IAAI,EAAE,IAAI,EAAE;IAClD,YAAY,EAAE,EAAE,IAAI,EAAE,cAAc,EAAE,IAAI,EAAE,IAAI,EAAE;IAClD,eAAe,EAAE,EAAE,IAAI,EAAE,iBAAiB,EAAE,IAAI,EAAE,IAAI,EAAE;IACxD,gBAAgB,EAAE,EAAE,IAAI,EAAE,kBAAkB,EAAE,IAAI,EAAE,IAAI,EAAE;IAC1D,yBAAyB,EAAE,EAAE,IAAI,EAAE,2BAA2B,EAAE,IAAI,EAAE,IAAI,EAAE;IAC5E,eAAe,EAAE,EAAE,IAAI,EAAE,iBAAiB,EAAE,IAAI,EAAE,IAAI,EAAE;IACxD,eAAe,EAAE,EAAE,IAAI,EAAE,iBAAiB,EAAE,IAAI,EAAE,IAAI,EAAE;CAC3D,CAAC"}

package/dist/cjs/modules/permission/data/permissions.data.js

@@ -29,6 +29,32 @@ exports.PERMISSIONS_DATA = [
             permission_actions_enum_1.PermissionActions.MANAGE_PARTNER_MEMBERSHIP
         ]
     },
+    {
+        module: permissions_module_enum_1.PermissionsModule.SUPPORT,
+        actions: [
+            permission_actions_enum_1.PermissionActions.CREATE_SUPPORT_TICKET,
+            permission_actions_enum_1.PermissionActions.READ_SUPPORT_TICKET,
+            permission_actions_enum_1.PermissionActions.UPDATE_SUPPORT_TICKET,
+            permission_actions_enum_1.PermissionActions.ASSIGN_SUPPORT_TICKET,
+            permission_actions_enum_1.PermissionActions.REPLY_SUPPORT_TICKET,
+            permission_actions_enum_1.PermissionActions.NOTE_SUPPORT_TICKET,
+            permission_actions_enum_1.PermissionActions.CHANGE_STATUS_SUPPORT_TICKET,
+            permission_actions_enum_1.PermissionActions.CHANGE_PRIORITY_SUPPORT_TICKET,
+            permission_actions_enum_1.PermissionActions.CLOSE_SUPPORT_TICKET,
+            permission_actions_enum_1.PermissionActions.REOPEN_SUPPORT_TICKET,
+            permission_actions_enum_1.PermissionActions.READ_SUPPORT_FEEDBACK,
+            permission_actions_enum_1.PermissionActions.REVIEW_SUPPORT_FEEDBACK,
+            permission_actions_enum_1.PermissionActions.RESPOND_SUPPORT_FEEDBACK,
+            permission_actions_enum_1.PermissionActions.CONVERT_SUPPORT_FEEDBACK,
+            permission_actions_enum_1.PermissionActions.MANAGE_SUPPORT_QUEUE,
+            permission_actions_enum_1.PermissionActions.MANAGE_SUPPORT_TEAM,
+            permission_actions_enum_1.PermissionActions.MANAGE_SUPPORT_SLA,
+            permission_actions_enum_1.PermissionActions.MANAGE_SUPPORT_CONFIGURATION,
+            permission_actions_enum_1.PermissionActions.READ_SUPPORT_REPORT,
+            permission_actions_enum_1.PermissionActions.READ_SUPPORT_SYNC,
+            permission_actions_enum_1.PermissionActions.MANAGE_SUPPORT_SYNC
+        ]
+    },
     {
         module: permissions_module_enum_1.PermissionsModule.CONTROL_CENTRE,
         actions: [

package/dist/cjs/modules/permission/data/permissions.data.js.map

@@ -1 +1 @@
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package/dist/cjs/modules/permission/enums/permission-actions.enum.js

@@ -35,6 +35,46 @@ var PermissionActions;
     // URL and a coverage rule.
     PermissionActions["READ_PARTNER_MEMBERSHIP"] = "read:partner-membership";
     PermissionActions["MANAGE_PARTNER_MEMBERSHIP"] = "manage:partner-membership";
+    // Support: working a ticket. Deliberately fine-grained, because the person
+    // allowed to reply to a customer is not always the person allowed to
+    // reassign their colleague's work or to close a ticket on their behalf.
+    //
+    // NOTE ON NAMING: the platform convention is verb:resource, so these read
+    // CREATE_SUPPORT_TICKET / 'create:support-ticket' rather than the
+    // SUPPORT_TICKET_CREATE form used in some external specifications. The
+    // existing convention wins - PermissionGuard matches on the string value,
+    // and one inconsistent family would be permanently confusing.
+    PermissionActions["CREATE_SUPPORT_TICKET"] = "create:support-ticket";
+    PermissionActions["READ_SUPPORT_TICKET"] = "read:support-ticket";
+    PermissionActions["UPDATE_SUPPORT_TICKET"] = "update:support-ticket";
+    PermissionActions["ASSIGN_SUPPORT_TICKET"] = "assign:support-ticket";
+    PermissionActions["REPLY_SUPPORT_TICKET"] = "reply:support-ticket";
+    // Writing an internal note is its own permission: notes are agent-to-agent
+    // and are never shown to a customer, so the ability to write one is the
+    // ability to write in a place the customer cannot see.
+    PermissionActions["NOTE_SUPPORT_TICKET"] = "note:support-ticket";
+    PermissionActions["CHANGE_STATUS_SUPPORT_TICKET"] = "change-status:support-ticket";
+    PermissionActions["CHANGE_PRIORITY_SUPPORT_TICKET"] = "change-priority:support-ticket";
+    PermissionActions["CLOSE_SUPPORT_TICKET"] = "close:support-ticket";
+    PermissionActions["REOPEN_SUPPORT_TICKET"] = "reopen:support-ticket";
+    // Support: customer feedback, which is a separate domain with separate
+    // permissions - reading what customers think of the service is a different
+    // grant from working their support tickets.
+    PermissionActions["READ_SUPPORT_FEEDBACK"] = "read:support-feedback";
+    PermissionActions["REVIEW_SUPPORT_FEEDBACK"] = "review:support-feedback";
+    PermissionActions["RESPOND_SUPPORT_FEEDBACK"] = "respond:support-feedback";
+    PermissionActions["CONVERT_SUPPORT_FEEDBACK"] = "convert:support-feedback";
+    // Support: configuration and operations.
+    PermissionActions["MANAGE_SUPPORT_QUEUE"] = "manage:support-queue";
+    PermissionActions["MANAGE_SUPPORT_TEAM"] = "manage:support-team";
+    PermissionActions["MANAGE_SUPPORT_SLA"] = "manage:support-sla";
+    PermissionActions["MANAGE_SUPPORT_CONFIGURATION"] = "manage:support-configuration";
+    PermissionActions["READ_SUPPORT_REPORT"] = "read:support-report";
+    PermissionActions["READ_SUPPORT_SYNC"] = "read:support-sync";
+    // Retrying or reconciling a synchronization row re-contacts the helpdesk and
+    // can re-send a customer-visible reply, so it is kept apart from reading the
+    // dashboard that shows the failures.
+    PermissionActions["MANAGE_SUPPORT_SYNC"] = "manage:support-sync";
     // Module: ControlCentre
     PermissionActions["CREATE_CONTROL_CENTRE"] = "create:control-centre";
     PermissionActions["READ_CONTROL_CENTRE"] = "read:control-centre";

package/dist/cjs/modules/permission/enums/permission-actions.enum.js.map

@@ -1 +1 @@
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+{"version":3,"file":"permission-actions.enum.js","sourceRoot":"","sources":["../../../../../src/modules/permission/enums/permission-actions.enum.ts"],"names":[],"mappings":";;;AAAA,IAAY,iBA8LX;AA9LD,WAAY,iBAAiB;IACzB,uBAAuB;IACvB,gEAA2C,CAAA;IAC3C,4DAAuC,CAAA;IACvC,gEAA2C,CAAA;IAC3C,gEAA2C,CAAA;IAE3C,kBAAkB;IAClB,iEAAiE;IACjE,2EAA2E;IAC3E,sDAAsD;IACtD,sDAAiC,CAAA;IACjC,kDAA6B,CAAA;IAC7B,sDAAiC,CAAA;IACjC,sDAAiC,CAAA;IACjC,qEAAqE;IACrE,0EAA0E;IAC1E,+DAA+D;IAC/D,oEAA+C,CAAA;IAC/C,0EAAqD,CAAA;IACrD,0EAA0E;IAC1E,2EAA2E;IAC3E,yEAAyE;IACzE,4BAA4B;IAC5B,wEAAmD,CAAA;IACnD,wEAAmD,CAAA;IACnD,wEAAmD,CAAA;IACnD,4EAA4E;IAC5E,oEAAoE;IACpE,4EAA4E;IAC5E,0EAA0E;IAC1E,2BAA2B;IAC3B,wEAAmD,CAAA;IACnD,4EAAuD,CAAA;IAEvD,2EAA2E;IAC3E,qEAAqE;IACrE,wEAAwE;IACxE,EAAE;IACF,0EAA0E;IAC1E,kEAAkE;IAClE,uEAAuE;IACvE,0EAA0E;IAC1E,8DAA8D;IAC9D,oEAA+C,CAAA;IAC/C,gEAA2C,CAAA;IAC3C,oEAA+C,CAAA;IAC/C,oEAA+C,CAAA;IAC/C,kEAA6C,CAAA;IAC7C,2EAA2E;IAC3E,wEAAwE;IACxE,uDAAuD;IACvD,gEAA2C,CAAA;IAC3C,kFAA6D,CAAA;IAC7D,sFAAiE,CAAA;IACjE,kEAA6C,CAAA;IAC7C,oEAA+C,CAAA;IAE/C,uEAAuE;IACvE,2EAA2E;IAC3E,4CAA4C;IAC5C,oEAA+C,CAAA;IAC/C,wEAAmD,CAAA;IACnD,0EAAqD,CAAA;IACrD,0EAAqD,CAAA;IAErD,yCAAyC;IACzC,kEAA6C,CAAA;IAC7C,gEAA2C,CAAA;IAC3C,8DAAyC,CAAA;IACzC,kFAA6D,CAAA;IAC7D,gEAA2C,CAAA;IAC3C,4DAAuC,CAAA;IACvC,6EAA6E;IAC7E,6EAA6E;IAC7E,qCAAqC;IACrC,gEAA2C,CAAA;IAE3C,wBAAwB;IACxB,oEAA+C,CAAA;IAC/C,gEAA2C,CAAA;IAC3C,oEAA+C,CAAA;IAC/C,oEAA+C,CAAA;IAE/C,eAAe;IACf,gDAA2B,CAAA;IAC3B,4CAAuB,CAAA;IACvB,gDAA2B,CAAA;IAC3B,gDAA2B,CAAA;IAE3B,eAAe;IACf,gDAA2B,CAAA;IAC3B,4CAAuB,CAAA;IACvB,gDAA2B,CAAA;IAC3B,gDAA2B,CAAA;IAE3B,eAAe;IACf,gDAA2B,CAAA;IAC3B,4CAAuB,CAAA;IACvB,gDAA2B,CAAA;IAC3B,gDAA2B,CAAA;IAE3B,mBAAmB;IACnB,wDAAmC,CAAA;IACnC,oDAA+B,CAAA;IAC/B,wDAAmC,CAAA;IACnC,wDAAmC,CAAA;IACnC,oFAA+D,CAAA;IAC/D,gFAA2D,CAAA;IAC3D,oFAA+D,CAAA;IAC/D,oFAA+D,CAAA;IAE/D,uBAAuB;IACvB,kEAA6C,CAAA;IAC7C,8DAAyC,CAAA;IACzC,kEAA6C,CAAA;IAC7C,kEAA6C,CAAA;IAE7C,kBAAkB;IAClB,8DAAyC,CAAA;IACzC,0DAAqC,CAAA;IACrC,8DAAyC,CAAA;IACzC,8DAAyC,CAAA;IAEzC,oEAA+C,CAAA;IAC/C,gEAA2C,CAAA;IAC3C,oEAA+C,CAAA;IAC/C,oEAA+C,CAAA;IAE/C,wEAAmD,CAAA;IACnD,oEAA+C,CAAA;IAC/C,wEAAmD,CAAA;IACnD,wEAAmD,CAAA;IAEnD,sFAAiE,CAAA;IACjE,kFAA6D,CAAA;IAC7D,sFAAiE,CAAA;IACjE,sFAAiE,CAAA;IAEjE,0EAAqD,CAAA;IACrD,sEAAiD,CAAA;IACjD,0EAAqD,CAAA;IACrD,0EAAqD,CAAA;IAErD,0DAAqC,CAAA;IAErC,sDAAiC,CAAA;IACjC,kDAA6B,CAAA;IAC7B,4DAAuC,CAAA;IAEvC,kDAA6B,CAAA;IAC7B,8CAAyB,CAAA;IACzB,oDAA+B,CAAA;IAE/B,sDAAiC,CAAA;IACjC,kDAA6B,CAAA;IAE7B,sDAAiC,CAAA;IACjC,kDAA6B,CAAA;IAC7B,sDAAiC,CAAA;IACjC,0DAAqC,CAAA;IACrC,8DAAyC,CAAA;IACzC,sDAAiC,CAAA;IAEjC,8DAAyC,CAAA;IACzC,sDAAiC,CAAA;IACjC,kDAA6B,CAAA;IAE7B,8FAAyE,CAAA;IACzE,kFAA6D,CAAA;IAC7D,0GAAqF,CAAA;IACrF,sFAAiE,CAAA;IAEjE,4FAAuE,CAAA;IACvE,gFAA2D,CAAA;IAC3D,wGAAmF,CAAA;IACnF,oFAA+D,CAAA;IAE/D,4DAAuC,CAAA;IACvC,wDAAmC,CAAA;IACnC,wEAAmD,CAAA;IACnD,kEAA6C,CAAA;IAE7C,mBAAmB;IACnB,kEAA6C,CAAA;IAC7C,8DAAyC,CAAA;IACzC,kEAA6C,CAAA;IAC7C,oEAA+C,CAAA;IAC/C,oEAA+C,CAAA;IAC/C,kEAA6C,CAAA;AACjD,CAAC,EA9LW,iBAAiB,iCAAjB,iBAAiB,QA8L5B"}

package/dist/cjs/modules/permission/enums/permissions-module.enum.js

@@ -12,5 +12,6 @@ var PermissionsModule;
     PermissionsModule["RESPONSE_UNIT"] = "Response Unit";
     PermissionsModule["BILLING"] = "Billing";
     PermissionsModule["NEWSFEED"] = "Newsfeed";
+    PermissionsModule["SUPPORT"] = "Support";
 })(PermissionsModule || (exports.PermissionsModule = PermissionsModule = {}));
 //# sourceMappingURL=permissions-module.enum.js.map

package/dist/cjs/modules/permission/enums/permissions-module.enum.js.map

@@ -1 +1 @@
-{"version":3,"file":"permissions-module.enum.js","sourceRoot":"","sources":["../../../../../src/modules/permission/enums/permissions-module.enum.ts"],"names":[],"mappings":";;;AAAA,IAAY,iBAUX;AAVD,WAAY,iBAAiB;IACzB,kDAA6B,CAAA;IAC7B,wCAAmB,CAAA;IACnB,sDAAiC,CAAA;IACjC,kCAAa,CAAA;IACb,kCAAa,CAAA;IACb,2CAAsB,CAAA;IACtB,oDAA+B,CAAA;IAC/B,wCAAmB,CAAA;IACnB,0CAAqB,CAAA;AACzB,CAAC,EAVW,iBAAiB,iCAAjB,iBAAiB,QAU5B"}
+{"version":3,"file":"permissions-module.enum.js","sourceRoot":"","sources":["../../../../../src/modules/permission/enums/permissions-module.enum.ts"],"names":[],"mappings":";;;AAAA,IAAY,iBAWX;AAXD,WAAY,iBAAiB;IACzB,kDAA6B,CAAA;IAC7B,wCAAmB,CAAA;IACnB,sDAAiC,CAAA;IACjC,kCAAa,CAAA;IACb,kCAAa,CAAA;IACb,2CAAsB,CAAA;IACtB,oDAA+B,CAAA;IAC/B,wCAAmB,CAAA;IACnB,0CAAqB,CAAA;IACrB,wCAAmB,CAAA;AACvB,CAAC,EAXW,iBAAiB,iCAAjB,iBAAiB,QAW5B"}

package/dist/cjs/modules/role/data/roles.data.js

@@ -48,6 +48,30 @@ exports.ROLES_DATA = [
             permission_1.PermissionActions.READ_USER,
             permission_1.PermissionActions.UPDATE_USER,
             permission_1.PermissionActions.DELETE_USER,
+            //Support: an organization administrator runs the support desk -
+            //works tickets, and owns the queues, teams, SLA policy and the
+            //helpdesk synchronization behind them.
+            permission_1.PermissionActions.CREATE_SUPPORT_TICKET,
+            permission_1.PermissionActions.READ_SUPPORT_TICKET,
+            permission_1.PermissionActions.UPDATE_SUPPORT_TICKET,
+            permission_1.PermissionActions.ASSIGN_SUPPORT_TICKET,
+            permission_1.PermissionActions.REPLY_SUPPORT_TICKET,
+            permission_1.PermissionActions.NOTE_SUPPORT_TICKET,
+            permission_1.PermissionActions.CHANGE_STATUS_SUPPORT_TICKET,
+            permission_1.PermissionActions.CHANGE_PRIORITY_SUPPORT_TICKET,
+            permission_1.PermissionActions.CLOSE_SUPPORT_TICKET,
+            permission_1.PermissionActions.REOPEN_SUPPORT_TICKET,
+            permission_1.PermissionActions.READ_SUPPORT_FEEDBACK,
+            permission_1.PermissionActions.REVIEW_SUPPORT_FEEDBACK,
+            permission_1.PermissionActions.RESPOND_SUPPORT_FEEDBACK,
+            permission_1.PermissionActions.CONVERT_SUPPORT_FEEDBACK,
+            permission_1.PermissionActions.MANAGE_SUPPORT_QUEUE,
+            permission_1.PermissionActions.MANAGE_SUPPORT_TEAM,
+            permission_1.PermissionActions.MANAGE_SUPPORT_SLA,
+            permission_1.PermissionActions.MANAGE_SUPPORT_CONFIGURATION,
+            permission_1.PermissionActions.READ_SUPPORT_REPORT,
+            permission_1.PermissionActions.READ_SUPPORT_SYNC,
+            permission_1.PermissionActions.MANAGE_SUPPORT_SYNC,
             //Incident
             permission_1.PermissionActions.CREATE_INCIDENT,
             permission_1.PermissionActions.READ_INCIDENT,
@@ -103,6 +127,30 @@ exports.ROLES_DATA = [
             permission_1.PermissionActions.READ_USER,
             permission_1.PermissionActions.UPDATE_USER,
             permission_1.PermissionActions.DELETE_USER,
+            //Support: an organization administrator runs the support desk -
+            //works tickets, and owns the queues, teams, SLA policy and the
+            //helpdesk synchronization behind them.
+            permission_1.PermissionActions.CREATE_SUPPORT_TICKET,
+            permission_1.PermissionActions.READ_SUPPORT_TICKET,
+            permission_1.PermissionActions.UPDATE_SUPPORT_TICKET,
+            permission_1.PermissionActions.ASSIGN_SUPPORT_TICKET,
+            permission_1.PermissionActions.REPLY_SUPPORT_TICKET,
+            permission_1.PermissionActions.NOTE_SUPPORT_TICKET,
+            permission_1.PermissionActions.CHANGE_STATUS_SUPPORT_TICKET,
+            permission_1.PermissionActions.CHANGE_PRIORITY_SUPPORT_TICKET,
+            permission_1.PermissionActions.CLOSE_SUPPORT_TICKET,
+            permission_1.PermissionActions.REOPEN_SUPPORT_TICKET,
+            permission_1.PermissionActions.READ_SUPPORT_FEEDBACK,
+            permission_1.PermissionActions.REVIEW_SUPPORT_FEEDBACK,
+            permission_1.PermissionActions.RESPOND_SUPPORT_FEEDBACK,
+            permission_1.PermissionActions.CONVERT_SUPPORT_FEEDBACK,
+            permission_1.PermissionActions.MANAGE_SUPPORT_QUEUE,
+            permission_1.PermissionActions.MANAGE_SUPPORT_TEAM,
+            permission_1.PermissionActions.MANAGE_SUPPORT_SLA,
+            permission_1.PermissionActions.MANAGE_SUPPORT_CONFIGURATION,
+            permission_1.PermissionActions.READ_SUPPORT_REPORT,
+            permission_1.PermissionActions.READ_SUPPORT_SYNC,
+            permission_1.PermissionActions.MANAGE_SUPPORT_SYNC,
             //Incident
             permission_1.PermissionActions.CREATE_INCIDENT,
             permission_1.PermissionActions.READ_INCIDENT,
@@ -130,6 +178,8 @@ exports.ROLES_DATA = [
             permission_1.PermissionActions.READ_PARTNER,
             //Partner dispatch
             permission_1.PermissionActions.READ_PARTNER_DISPATCH,
+            //Partner membership
+            permission_1.PermissionActions.READ_PARTNER_MEMBERSHIP,
             //control centre
             permission_1.PermissionActions.READ_CONTROL_CENTRE,
             //Zone
@@ -138,6 +188,10 @@ exports.ROLES_DATA = [
             permission_1.PermissionActions.READ_ROLE,
             //User
             permission_1.PermissionActions.READ_USER,
+            //Support: sees the desk, changes nothing on it.
+            permission_1.PermissionActions.READ_SUPPORT_TICKET,
+            permission_1.PermissionActions.READ_SUPPORT_FEEDBACK,
+            permission_1.PermissionActions.READ_SUPPORT_REPORT,
             //Incident
             permission_1.PermissionActions.READ_INCIDENT,
             //Incident Category Type
@@ -177,6 +231,25 @@ exports.ROLES_DATA = [
             permission_1.PermissionActions.READ_USER,
             permission_1.PermissionActions.UPDATE_USER,
             permission_1.PermissionActions.DELETE_USER,
+            //Support: a control-centre administrator supervises the desk -
+            //assigns work and answers customers - but does not own the queue,
+            //team and SLA configuration, which is an organization-level decision.
+            permission_1.PermissionActions.CREATE_SUPPORT_TICKET,
+            permission_1.PermissionActions.READ_SUPPORT_TICKET,
+            permission_1.PermissionActions.UPDATE_SUPPORT_TICKET,
+            permission_1.PermissionActions.ASSIGN_SUPPORT_TICKET,
+            permission_1.PermissionActions.REPLY_SUPPORT_TICKET,
+            permission_1.PermissionActions.NOTE_SUPPORT_TICKET,
+            permission_1.PermissionActions.CHANGE_STATUS_SUPPORT_TICKET,
+            permission_1.PermissionActions.CHANGE_PRIORITY_SUPPORT_TICKET,
+            permission_1.PermissionActions.CLOSE_SUPPORT_TICKET,
+            permission_1.PermissionActions.REOPEN_SUPPORT_TICKET,
+            permission_1.PermissionActions.READ_SUPPORT_FEEDBACK,
+            permission_1.PermissionActions.REVIEW_SUPPORT_FEEDBACK,
+            permission_1.PermissionActions.RESPOND_SUPPORT_FEEDBACK,
+            permission_1.PermissionActions.CONVERT_SUPPORT_FEEDBACK,
+            permission_1.PermissionActions.READ_SUPPORT_REPORT,
+            permission_1.PermissionActions.READ_SUPPORT_SYNC,
             //Incident
             permission_1.PermissionActions.CREATE_INCIDENT,
             permission_1.PermissionActions.READ_INCIDENT,
@@ -209,6 +282,18 @@ exports.ROLES_DATA = [
             permission_1.PermissionActions.READ_ROLE,
             //User
             permission_1.PermissionActions.READ_USER,
+            //Support: an operator works tickets. Reassigning a colleague's
+            //ticket and answering customer feedback stay with their supervisor.
+            permission_1.PermissionActions.CREATE_SUPPORT_TICKET,
+            permission_1.PermissionActions.READ_SUPPORT_TICKET,
+            permission_1.PermissionActions.UPDATE_SUPPORT_TICKET,
+            permission_1.PermissionActions.REPLY_SUPPORT_TICKET,
+            permission_1.PermissionActions.NOTE_SUPPORT_TICKET,
+            permission_1.PermissionActions.CHANGE_STATUS_SUPPORT_TICKET,
+            permission_1.PermissionActions.CHANGE_PRIORITY_SUPPORT_TICKET,
+            permission_1.PermissionActions.CLOSE_SUPPORT_TICKET,
+            permission_1.PermissionActions.REOPEN_SUPPORT_TICKET,
+            permission_1.PermissionActions.READ_SUPPORT_FEEDBACK,
             //Incident
             permission_1.PermissionActions.CREATE_INCIDENT,
             permission_1.PermissionActions.READ_INCIDENT,

package/dist/cjs/modules/role/data/roles.data.js.map

@@ -1 +1 @@
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package/dist/cjs/modules/socket/enums/redis-channel-name.enum.js

@@ -9,5 +9,6 @@ var RedisChannelName;
     RedisChannelName["TASKS"] = "realtime:tasks";
     RedisChannelName["NEWSFEED"] = "realtime:newsfeed";
     RedisChannelName["TRACKING"] = "realtime:tracking";
+    RedisChannelName["SUPPORT"] = "realtime:support";
 })(RedisChannelName || (exports.RedisChannelName = RedisChannelName = {}));
 //# sourceMappingURL=redis-channel-name.enum.js.map

package/dist/cjs/modules/socket/enums/redis-channel-name.enum.js.map

@@ -1 +1 @@
-{"version":3,"file":"redis-channel-name.enum.js","sourceRoot":"","sources":["../../../../../src/modules/socket/enums/redis-channel-name.enum.ts"],"names":[],"mappings":";;;AAAA,IAAY,gBAOX;AAPD,WAAY,gBAAgB;IACxB,oDAAgC,CAAA;IAChC,oEAAgD,CAAA;IAChD,sEAAkD,CAAA;IAClD,4CAAwB,CAAA;IACxB,kDAA8B,CAAA;IAC9B,kDAA8B,CAAA;AAClC,CAAC,EAPW,gBAAgB,gCAAhB,gBAAgB,QAO3B"}
+{"version":3,"file":"redis-channel-name.enum.js","sourceRoot":"","sources":["../../../../../src/modules/socket/enums/redis-channel-name.enum.ts"],"names":[],"mappings":";;;AAAA,IAAY,gBAQX;AARD,WAAY,gBAAgB;IACxB,oDAAgC,CAAA;IAChC,oEAAgD,CAAA;IAChD,sEAAkD,CAAA;IAClD,4CAAwB,CAAA;IACxB,kDAA8B,CAAA;IAC9B,kDAA8B,CAAA;IAC9B,gDAA4B,CAAA;AAChC,CAAC,EARW,gBAAgB,gCAAhB,gBAAgB,QAQ3B"}

package/dist/cjs/modules/socket/enums/room-type.enum.js

@@ -13,6 +13,14 @@ var RoomTypeEnum;
      * like count updates.
      */
     RoomTypeEnum["POST"] = "post";
+    /**
+     * Support rooms use a two-part scheme under one prefix
+     * (support:ticket:{uuid}, support:queue:{uuid}, support:user:{id},
+     * support:org:{id}) and their own authorization, so they are matched by
+     * prefix rather than through this enum. Declared here so the prefix is
+     * registered in one place.
+     */
+    RoomTypeEnum["SUPPORT"] = "support";
     RoomTypeEnum["INVALID"] = "invalid";
 })(RoomTypeEnum || (exports.RoomTypeEnum = RoomTypeEnum = {}));
 //# sourceMappingURL=room-type.enum.js.map

package/dist/cjs/modules/socket/enums/room-type.enum.js.map

@@ -1 +1 @@
-{"version":3,"file":"room-type.enum.js","sourceRoot":"","sources":["../../../../../src/modules/socket/enums/room-type.enum.ts"],"names":[],"mappings":";;;AAAA,IAAY,YAYX;AAZD,WAAY,YAAY;IACpB,2BAAW,CAAA;IACX,6BAAa,CAAA;IACb,gDAAgC,CAAA;IAChC,6BAAa,CAAA;IACb;;;;OAIG;IACH,6BAAa,CAAA;IACb,mCAAmB,CAAA;AACvB,CAAC,EAZW,YAAY,4BAAZ,YAAY,QAYvB"}
+{"version":3,"file":"room-type.enum.js","sourceRoot":"","sources":["../../../../../src/modules/socket/enums/room-type.enum.ts"],"names":[],"mappings":";;;AAAA,IAAY,YAoBX;AApBD,WAAY,YAAY;IACpB,2BAAW,CAAA;IACX,6BAAa,CAAA;IACb,gDAAgC,CAAA;IAChC,6BAAa,CAAA;IACb;;;;OAIG;IACH,6BAAa,CAAA;IACb;;;;;;OAMG;IACH,mCAAmB,CAAA;IACnB,mCAAmB,CAAA;AACvB,CAAC,EApBW,YAAY,4BAAZ,YAAY,QAoBvB"}

package/dist/cjs/modules/socket/enums/socket-event-name.enum.js

@@ -14,5 +14,10 @@ var SocketEventName;
     SocketEventName["TRACKING_STATUS"] = "tracking:status";
     SocketEventName["TRACKING_REMOVED"] = "tracking:removed";
     SocketEventName["TRACKING_PROVIDER_HEALTH"] = "tracking:provider-health";
+    // Support tickets and customer feedback (clarion-support -> clarion-socket).
+    // One event name for every support update: the envelope carries the specific
+    // eventType, so a client adds a listener once and switches inside it rather
+    // than growing a listener per lifecycle step.
+    SocketEventName["SUPPORT_EVENT"] = "support.event";
 })(SocketEventName || (exports.SocketEventName = SocketEventName = {}));
 //# sourceMappingURL=socket-event-name.enum.js.map

package/dist/cjs/modules/socket/enums/socket-event-name.enum.js.map

@@ -1 +1 @@
-{"version":3,"file":"socket-event-name.enum.js","sourceRoot":"","sources":["../../../../../src/modules/socket/enums/socket-event-name.enum.ts"],"names":[],"mappings":";;;AAAA,IAAY,eAYX;AAZD,WAAY,eAAe;IACvB,oDAAiC,CAAA;IACjC,mEAAgD,CAAA;IAChD,qEAAkD,CAAA;IAClD,4CAAyB,CAAA;IACzB,4CAAyB,CAAA;IACzB,oDAAiC,CAAA;IACjC,sEAAsE;IACtE,0DAAuC,CAAA;IACvC,sDAAmC,CAAA;IACnC,wDAAqC,CAAA;IACrC,wEAAqD,CAAA;AACzD,CAAC,EAZW,eAAe,+BAAf,eAAe,QAY1B"}
+{"version":3,"file":"socket-event-name.enum.js","sourceRoot":"","sources":["../../../../../src/modules/socket/enums/socket-event-name.enum.ts"],"names":[],"mappings":";;;AAAA,IAAY,eAiBX;AAjBD,WAAY,eAAe;IACvB,oDAAiC,CAAA;IACjC,mEAAgD,CAAA;IAChD,qEAAkD,CAAA;IAClD,4CAAyB,CAAA;IACzB,4CAAyB,CAAA;IACzB,oDAAiC,CAAA;IACjC,sEAAsE;IACtE,0DAAuC,CAAA;IACvC,sDAAmC,CAAA;IACnC,wDAAqC,CAAA;IACrC,wEAAqD,CAAA;IACrD,6EAA6E;IAC7E,6EAA6E;IAC7E,4EAA4E;IAC5E,8CAA8C;IAC9C,kDAA+B,CAAA;AACnC,CAAC,EAjBW,eAAe,+BAAf,eAAe,QAiB1B"}

package/dist/cjs/modules/support/constants/support-defaults.const.js

@@ -0,0 +1,139 @@
+"use strict";
+Object.defineProperty(exports, "__esModule", { value: true });
+exports.SUPPORT_TICKET_NUMBER_SEQUENCE_WIDTH = exports.SUPPORT_TICKET_NUMBER_PREFIX = exports.SUPPORT_IDEMPOTENCY_TTL_HOURS = exports.SUPPORT_IDEMPOTENCY_HEADER = exports.SUPPORT_FEEDBACK_RATING = exports.SUPPORT_FIELD_LIMITS = exports.SUPPORT_SYNC_DEFAULTS = exports.SUPPORT_AUTO_CLOSE_RESOLVED_AFTER_HOURS = exports.SUPPORT_SLA_WARNING_THRESHOLD_RATIO = exports.SUPPORT_BUSINESS_CALENDAR_DEFAULTS = exports.SUPPORT_SLA_DEFAULTS = void 0;
+const support_sla_enum_1 = require("../enums/support-sla.enum");
+const support_ticket_priority_enum_1 = require("../enums/support-ticket-priority.enum");
+/**
+ * The platform's default SLA matrix.
+ *
+ * These are DEFAULTS, not business rules. An organization-level policy overrides
+ * them, a queue-level policy overrides that, and both are stored data an
+ * administrator edits. Nothing in the SLA engine reads a hard-coded number.
+ *
+ * Business figures are expressed in working minutes and resolved against the
+ * country's calendar: 8 business hours = 480, 1 business day = 480, 3 business
+ * days = 1440, 5 business days = 2400.
+ */
+exports.SUPPORT_SLA_DEFAULTS = {
+    [support_ticket_priority_enum_1.SupportTicketPriority.CRITICAL]: {
+        firstResponseMinutes: 15,
+        resolutionMinutes: 4 * 60,
+        clock: support_sla_enum_1.SupportSlaClock.CALENDAR,
+    },
+    [support_ticket_priority_enum_1.SupportTicketPriority.URGENT]: {
+        firstResponseMinutes: 30,
+        resolutionMinutes: 8 * 60,
+        clock: support_sla_enum_1.SupportSlaClock.CALENDAR,
+    },
+    [support_ticket_priority_enum_1.SupportTicketPriority.HIGH]: {
+        firstResponseMinutes: 2 * 60,
+        resolutionMinutes: 24 * 60,
+        clock: support_sla_enum_1.SupportSlaClock.CALENDAR,
+    },
+    [support_ticket_priority_enum_1.SupportTicketPriority.NORMAL]: {
+        firstResponseMinutes: 8 * 60,
+        resolutionMinutes: 3 * 8 * 60,
+        clock: support_sla_enum_1.SupportSlaClock.BUSINESS,
+    },
+    [support_ticket_priority_enum_1.SupportTicketPriority.LOW]: {
+        firstResponseMinutes: 8 * 60,
+        resolutionMinutes: 5 * 8 * 60,
+        clock: support_sla_enum_1.SupportSlaClock.BUSINESS,
+    },
+};
+/**
+ * The working calendar an organization inherits when it has not defined its own.
+ *
+ * Monday to Friday, 08:00-17:00 local. `timezone` is resolved from the ticket's
+ * country rather than from the server, so a Kampala ticket is measured in
+ * Kampala hours; every supported country happens to sit in the same offset
+ * today, and writing it this way is what stops that being an assumption.
+ */
+exports.SUPPORT_BUSINESS_CALENDAR_DEFAULTS = {
+    /** ISO weekday numbers, Monday = 1. */
+    workingDays: [1, 2, 3, 4, 5],
+    /** Minutes past local midnight when the working day opens. */
+    startMinuteOfDay: 8 * 60,
+    /** Minutes past local midnight when it closes. */
+    endMinuteOfDay: 17 * 60,
+    /** Working minutes in one day, derived - kept here so callers need not recompute. */
+    minutesPerWorkingDay: 9 * 60,
+};
+/**
+ * When a ticket starts showing as WARNING rather than ON_TRACK.
+ *
+ * 80% of the way to the deadline. Expressed as a fraction rather than a fixed
+ * lead time because a fixed one is meaningless across a matrix that spans
+ * fifteen minutes to five days.
+ */
+exports.SUPPORT_SLA_WARNING_THRESHOLD_RATIO = 0.8;
+/**
+ * How long after RESOLVED a ticket closes itself when the customer says nothing.
+ *
+ * A resolved ticket that nobody closes is invisible work: it stays out of the
+ * open counts but keeps its conversation open forever. Auto-closing is
+ * reversible - the customer can still reopen - which is why it is safe to do at
+ * all.
+ */
+exports.SUPPORT_AUTO_CLOSE_RESOLVED_AFTER_HOURS = 72;
+/** Provider synchronization behaviour. Every value is overridable per deployment. */
+exports.SUPPORT_SYNC_DEFAULTS = {
+    /** Attempts, including the first, before a transient failure is dead-lettered. */
+    MAX_ATTEMPTS: 8,
+    /** Base of the exponential backoff, in seconds: 20s, 40s, 80s, ... */
+    RETRY_BASE_SECONDS: 20,
+    /** Ceiling for the backoff, in seconds. */
+    RETRY_MAX_SECONDS: 3600,
+    /** Jitter added to each retry delay, as a fraction of the delay. */
+    RETRY_JITTER_RATIO: 0.2,
+    /** Per-request timeout for an outbound helpdesk call, in milliseconds. */
+    REQUEST_TIMEOUT_MS: 15000,
+    /** Rows a worker claims per tick. */
+    BATCH_SIZE: 25,
+    /** How long a row may sit IN_PROGRESS before it is treated as abandoned, in minutes. */
+    STUCK_IN_PROGRESS_MINUTES: 10,
+    /** Consecutive provider failures that trip the circuit breaker. */
+    CIRCUIT_FAILURE_THRESHOLD: 5,
+    /** How long the breaker stays open before a single probe is allowed, in seconds. */
+    CIRCUIT_OPEN_SECONDS: 60,
+    /** Longest a webhook delivery record is kept for replay detection, in hours. */
+    WEBHOOK_DEDUP_TTL_HOURS: 48,
+};
+/** Field limits applied before anything is sent to a helpdesk or stored. */
+exports.SUPPORT_FIELD_LIMITS = {
+    SUBJECT_MAX_LENGTH: 200,
+    DESCRIPTION_MAX_LENGTH: 20000,
+    MESSAGE_MAX_LENGTH: 20000,
+    FEEDBACK_TITLE_MAX_LENGTH: 200,
+    FEEDBACK_MESSAGE_MAX_LENGTH: 5000,
+    TAG_MAX_LENGTH: 50,
+    MAX_TAGS_PER_TICKET: 20,
+    MAX_ATTACHMENTS_PER_MESSAGE: 10,
+    /** Longest error text persisted on a synchronization row. */
+    SYNC_ERROR_MAX_LENGTH: 2000,
+    /** Longest provider payload snapshot kept on a synchronization row. */
+    SYNC_SNAPSHOT_MAX_LENGTH: 8000,
+};
+/** Rating bounds for the feedback types that carry one. */
+exports.SUPPORT_FEEDBACK_RATING = {
+    MIN: 1,
+    MAX: 5,
+    /** At or below this, a rating counts as negative for sentiment. */
+    NEGATIVE_AT_OR_BELOW: 2,
+    /** At or above this, a rating counts as positive. */
+    POSITIVE_AT_OR_ABOVE: 4,
+};
+/**
+ * Header carrying a client-supplied idempotency key.
+ *
+ * Mobile networks drop replies, not requests. Without this a customer who taps
+ * Send twice on a train raises two tickets, and the second one wastes an
+ * agent's time proving it is a duplicate of the first.
+ */
+exports.SUPPORT_IDEMPOTENCY_HEADER = 'idempotency-key';
+/** How long an idempotency key is honoured. Long enough to cover any real retry. */
+exports.SUPPORT_IDEMPOTENCY_TTL_HOURS = 24;
+/** Ticket-number format: SUP-<COUNTRY>-<YEAR>-<6-digit sequence>. */
+exports.SUPPORT_TICKET_NUMBER_PREFIX = 'SUP';
+exports.SUPPORT_TICKET_NUMBER_SEQUENCE_WIDTH = 6;
+//# sourceMappingURL=support-defaults.const.js.map

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package/dist/cjs/modules/support/constants/support-kafka.const.js

@@ -0,0 +1,51 @@
+"use strict";
+Object.defineProperty(exports, "__esModule", { value: true });
+exports.SUPPORT_EVENT_DEDUP_NAMESPACE = exports.SUPPORT_WEBHOOK_EVENT_DEDUP_TTL_SECONDS = exports.SUPPORT_ROOMS = exports.SUPPORT_REALTIME_CHANNEL = exports.SUPPORT_CONSUMER_GROUPS = void 0;
+/**
+ * Consumer groups for the support topics. One group per logical consumer, so
+ * adding a consumer never steals another's messages.
+ */
+exports.SUPPORT_CONSUMER_GROUPS = {
+    /** clarion-notification: tells a customer an agent replied, and a supervisor that an SLA slipped. */
+    NOTIFICATION: 'support-notification',
+    /** clarion-socket: keeps the admin console and the customer's ticket screen live. */
+    REALTIME: 'support-realtime',
+    /** Anything analytical that wants the raw stream. */
+    ANALYTICS: 'support-analytics',
+};
+/**
+ * Redis channel clarion-support publishes live ticket and feedback updates on,
+ * mirroring the newsfeed and tracking realtime bridges that clarion-socket
+ * already subscribes to.
+ *
+ * Redis rather than Kafka for the live path, deliberately: clarion-socket
+ * consumes Redis pub/sub for every other domain, and a second transport into
+ * the same service would be a new failure mode for no benefit. Kafka carries
+ * the durable, replayable record of the same facts.
+ */
+exports.SUPPORT_REALTIME_CHANNEL = 'realtime:support';
+/**
+ * Room names clients subscribe to for live support updates.
+ *
+ * A customer joins only their own ticket's room; an agent joins a queue room
+ * and their own user room. The authorization for each is enforced in
+ * clarion-socket, not here - these helpers exist so producer and consumer
+ * cannot drift on the string format.
+ */
+exports.SUPPORT_ROOMS = {
+    ticket: (ticketId) => `support:ticket:${ticketId}`,
+    queue: (queueId) => `support:queue:${queueId}`,
+    user: (userId) => `support:user:${userId}`,
+    organization: (organizationId) => `support:org:${organizationId}`,
+};
+/**
+ * How long a consumed provider webhook is remembered, to collapse redeliveries.
+ *
+ * Helpdesks retry a delivery whose acknowledgement they did not see, and a
+ * replayed reply would be shown to the customer twice. The row is the record of
+ * record; this constant only bounds how long it is consulted.
+ */
+exports.SUPPORT_WEBHOOK_EVENT_DEDUP_TTL_SECONDS = 48 * 60 * 60;
+/** Dedup namespace used when claiming a support event id in Redis. */
+exports.SUPPORT_EVENT_DEDUP_NAMESPACE = 'support.events';
+//# sourceMappingURL=support-kafka.const.js.map