grm-shared-library 1.1.201 → 1.1.203

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

@@ -45,6 +45,30 @@ export const ROLES_DATA = [
             PermissionActions.READ_USER,
             PermissionActions.UPDATE_USER,
             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.
+            PermissionActions.CREATE_SUPPORT_TICKET,
+            PermissionActions.READ_SUPPORT_TICKET,
+            PermissionActions.UPDATE_SUPPORT_TICKET,
+            PermissionActions.ASSIGN_SUPPORT_TICKET,
+            PermissionActions.REPLY_SUPPORT_TICKET,
+            PermissionActions.NOTE_SUPPORT_TICKET,
+            PermissionActions.CHANGE_STATUS_SUPPORT_TICKET,
+            PermissionActions.CHANGE_PRIORITY_SUPPORT_TICKET,
+            PermissionActions.CLOSE_SUPPORT_TICKET,
+            PermissionActions.REOPEN_SUPPORT_TICKET,
+            PermissionActions.READ_SUPPORT_FEEDBACK,
+            PermissionActions.REVIEW_SUPPORT_FEEDBACK,
+            PermissionActions.RESPOND_SUPPORT_FEEDBACK,
+            PermissionActions.CONVERT_SUPPORT_FEEDBACK,
+            PermissionActions.MANAGE_SUPPORT_QUEUE,
+            PermissionActions.MANAGE_SUPPORT_TEAM,
+            PermissionActions.MANAGE_SUPPORT_SLA,
+            PermissionActions.MANAGE_SUPPORT_CONFIGURATION,
+            PermissionActions.READ_SUPPORT_REPORT,
+            PermissionActions.READ_SUPPORT_SYNC,
+            PermissionActions.MANAGE_SUPPORT_SYNC,
             //Incident
             PermissionActions.CREATE_INCIDENT,
             PermissionActions.READ_INCIDENT,
@@ -100,6 +124,30 @@ export const ROLES_DATA = [
             PermissionActions.READ_USER,
             PermissionActions.UPDATE_USER,
             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.
+            PermissionActions.CREATE_SUPPORT_TICKET,
+            PermissionActions.READ_SUPPORT_TICKET,
+            PermissionActions.UPDATE_SUPPORT_TICKET,
+            PermissionActions.ASSIGN_SUPPORT_TICKET,
+            PermissionActions.REPLY_SUPPORT_TICKET,
+            PermissionActions.NOTE_SUPPORT_TICKET,
+            PermissionActions.CHANGE_STATUS_SUPPORT_TICKET,
+            PermissionActions.CHANGE_PRIORITY_SUPPORT_TICKET,
+            PermissionActions.CLOSE_SUPPORT_TICKET,
+            PermissionActions.REOPEN_SUPPORT_TICKET,
+            PermissionActions.READ_SUPPORT_FEEDBACK,
+            PermissionActions.REVIEW_SUPPORT_FEEDBACK,
+            PermissionActions.RESPOND_SUPPORT_FEEDBACK,
+            PermissionActions.CONVERT_SUPPORT_FEEDBACK,
+            PermissionActions.MANAGE_SUPPORT_QUEUE,
+            PermissionActions.MANAGE_SUPPORT_TEAM,
+            PermissionActions.MANAGE_SUPPORT_SLA,
+            PermissionActions.MANAGE_SUPPORT_CONFIGURATION,
+            PermissionActions.READ_SUPPORT_REPORT,
+            PermissionActions.READ_SUPPORT_SYNC,
+            PermissionActions.MANAGE_SUPPORT_SYNC,
             //Incident
             PermissionActions.CREATE_INCIDENT,
             PermissionActions.READ_INCIDENT,
@@ -127,6 +175,8 @@ export const ROLES_DATA = [
             PermissionActions.READ_PARTNER,
             //Partner dispatch
             PermissionActions.READ_PARTNER_DISPATCH,
+            //Partner membership
+            PermissionActions.READ_PARTNER_MEMBERSHIP,
             //control centre
             PermissionActions.READ_CONTROL_CENTRE,
             //Zone
@@ -135,6 +185,10 @@ export const ROLES_DATA = [
             PermissionActions.READ_ROLE,
             //User
             PermissionActions.READ_USER,
+            //Support: sees the desk, changes nothing on it.
+            PermissionActions.READ_SUPPORT_TICKET,
+            PermissionActions.READ_SUPPORT_FEEDBACK,
+            PermissionActions.READ_SUPPORT_REPORT,
             //Incident
             PermissionActions.READ_INCIDENT,
             //Incident Category Type
@@ -174,6 +228,25 @@ export const ROLES_DATA = [
             PermissionActions.READ_USER,
             PermissionActions.UPDATE_USER,
             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.
+            PermissionActions.CREATE_SUPPORT_TICKET,
+            PermissionActions.READ_SUPPORT_TICKET,
+            PermissionActions.UPDATE_SUPPORT_TICKET,
+            PermissionActions.ASSIGN_SUPPORT_TICKET,
+            PermissionActions.REPLY_SUPPORT_TICKET,
+            PermissionActions.NOTE_SUPPORT_TICKET,
+            PermissionActions.CHANGE_STATUS_SUPPORT_TICKET,
+            PermissionActions.CHANGE_PRIORITY_SUPPORT_TICKET,
+            PermissionActions.CLOSE_SUPPORT_TICKET,
+            PermissionActions.REOPEN_SUPPORT_TICKET,
+            PermissionActions.READ_SUPPORT_FEEDBACK,
+            PermissionActions.REVIEW_SUPPORT_FEEDBACK,
+            PermissionActions.RESPOND_SUPPORT_FEEDBACK,
+            PermissionActions.CONVERT_SUPPORT_FEEDBACK,
+            PermissionActions.READ_SUPPORT_REPORT,
+            PermissionActions.READ_SUPPORT_SYNC,
             //Incident
             PermissionActions.CREATE_INCIDENT,
             PermissionActions.READ_INCIDENT,
@@ -206,6 +279,18 @@ export const ROLES_DATA = [
             PermissionActions.READ_ROLE,
             //User
             PermissionActions.READ_USER,
+            //Support: an operator works tickets. Reassigning a colleague's
+            //ticket and answering customer feedback stay with their supervisor.
+            PermissionActions.CREATE_SUPPORT_TICKET,
+            PermissionActions.READ_SUPPORT_TICKET,
+            PermissionActions.UPDATE_SUPPORT_TICKET,
+            PermissionActions.REPLY_SUPPORT_TICKET,
+            PermissionActions.NOTE_SUPPORT_TICKET,
+            PermissionActions.CHANGE_STATUS_SUPPORT_TICKET,
+            PermissionActions.CHANGE_PRIORITY_SUPPORT_TICKET,
+            PermissionActions.CLOSE_SUPPORT_TICKET,
+            PermissionActions.REOPEN_SUPPORT_TICKET,
+            PermissionActions.READ_SUPPORT_FEEDBACK,
             //Incident
             PermissionActions.CREATE_INCIDENT,
             PermissionActions.READ_INCIDENT,

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

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

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

package/dist/esm/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,MAAM,CAAN,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,KAAhB,gBAAgB,QAO3B"}
+{"version":3,"file":"redis-channel-name.enum.js","sourceRoot":"","sources":["../../../../../src/modules/socket/enums/redis-channel-name.enum.ts"],"names":[],"mappings":"AAAA,MAAM,CAAN,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,KAAhB,gBAAgB,QAQ3B"}

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

@@ -10,6 +10,14 @@ export 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 || (RoomTypeEnum = {}));
 //# sourceMappingURL=room-type.enum.js.map

package/dist/esm/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,MAAM,CAAN,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,KAAZ,YAAY,QAYvB"}
+{"version":3,"file":"room-type.enum.js","sourceRoot":"","sources":["../../../../../src/modules/socket/enums/room-type.enum.ts"],"names":[],"mappings":"AAAA,MAAM,CAAN,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,KAAZ,YAAY,QAoBvB"}

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

@@ -11,5 +11,10 @@ export 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 || (SocketEventName = {}));
 //# sourceMappingURL=socket-event-name.enum.js.map

package/dist/esm/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,MAAM,CAAN,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,KAAf,eAAe,QAY1B"}
+{"version":3,"file":"socket-event-name.enum.js","sourceRoot":"","sources":["../../../../../src/modules/socket/enums/socket-event-name.enum.ts"],"names":[],"mappings":"AAAA,MAAM,CAAN,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,KAAf,eAAe,QAiB1B"}

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

@@ -0,0 +1,136 @@
+import { SupportSlaClock } from '../enums/support-sla.enum';
+import { SupportTicketPriority } from '../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.
+ */
+export const SUPPORT_SLA_DEFAULTS = {
+    [SupportTicketPriority.CRITICAL]: {
+        firstResponseMinutes: 15,
+        resolutionMinutes: 4 * 60,
+        clock: SupportSlaClock.CALENDAR,
+    },
+    [SupportTicketPriority.URGENT]: {
+        firstResponseMinutes: 30,
+        resolutionMinutes: 8 * 60,
+        clock: SupportSlaClock.CALENDAR,
+    },
+    [SupportTicketPriority.HIGH]: {
+        firstResponseMinutes: 2 * 60,
+        resolutionMinutes: 24 * 60,
+        clock: SupportSlaClock.CALENDAR,
+    },
+    [SupportTicketPriority.NORMAL]: {
+        firstResponseMinutes: 8 * 60,
+        resolutionMinutes: 3 * 8 * 60,
+        clock: SupportSlaClock.BUSINESS,
+    },
+    [SupportTicketPriority.LOW]: {
+        firstResponseMinutes: 8 * 60,
+        resolutionMinutes: 5 * 8 * 60,
+        clock: 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.
+ */
+export const 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.
+ */
+export const 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.
+ */
+export const SUPPORT_AUTO_CLOSE_RESOLVED_AFTER_HOURS = 72;
+/** Provider synchronization behaviour. Every value is overridable per deployment. */
+export const 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. */
+export const 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. */
+export const 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.
+ */
+export const SUPPORT_IDEMPOTENCY_HEADER = 'idempotency-key';
+/** How long an idempotency key is honoured. Long enough to cover any real retry. */
+export const SUPPORT_IDEMPOTENCY_TTL_HOURS = 24;
+/** Ticket-number format: SUP-<COUNTRY>-<YEAR>-<6-digit sequence>. */
+export const SUPPORT_TICKET_NUMBER_PREFIX = 'SUP';
+export const SUPPORT_TICKET_NUMBER_SEQUENCE_WIDTH = 6;
+//# sourceMappingURL=support-defaults.const.js.map

package/dist/esm/modules/support/constants/support-defaults.const.js.map

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

@@ -0,0 +1,48 @@
+/**
+ * Consumer groups for the support topics. One group per logical consumer, so
+ * adding a consumer never steals another's messages.
+ */
+export const 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.
+ */
+export const 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.
+ */
+export const 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.
+ */
+export const SUPPORT_WEBHOOK_EVENT_DEDUP_TTL_SECONDS = 48 * 60 * 60;
+/** Dedup namespace used when claiming a support event id in Redis. */
+export const SUPPORT_EVENT_DEDUP_NAMESPACE = 'support.events';
+//# sourceMappingURL=support-kafka.const.js.map

package/dist/esm/modules/support/constants/support-kafka.const.js.map

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package/dist/esm/modules/support/dtos/create-support-ticket-message.dto.js

@@ -0,0 +1,77 @@
+var __decorate = (this && this.__decorate) || function (decorators, target, key, desc) {
+    var c = arguments.length, r = c < 3 ? target : desc === null ? desc = Object.getOwnPropertyDescriptor(target, key) : desc, d;
+    if (typeof Reflect === "object" && typeof Reflect.decorate === "function") r = Reflect.decorate(decorators, target, key, desc);
+    else for (var i = decorators.length - 1; i >= 0; i--) if (d = decorators[i]) r = (c < 3 ? d(r) : c > 3 ? d(target, key, r) : d(target, key)) || r;
+    return c > 3 && r && Object.defineProperty(target, key, r), r;
+};
+var __metadata = (this && this.__metadata) || function (k, v) {
+    if (typeof Reflect === "object" && typeof Reflect.metadata === "function") return Reflect.metadata(k, v);
+};
+import { ApiProperty, ApiPropertyOptional } from '@nestjs/swagger';
+import { Type } from 'class-transformer';
+import { ArrayMaxSize, IsArray, IsInt, IsOptional, IsPositive, IsString, MaxLength, MinLength, } from 'class-validator';
+import { SUPPORT_FIELD_LIMITS } from '../constants/support-defaults.const';
+/**
+ * Add a message to a ticket conversation.
+ *
+ * There is deliberately no `type` field. Whether an entry is a customer message
+ * or an agent reply is decided by clarion-support from the caller's identity
+ * and permissions, never by the client - a customer able to post an
+ * AGENT_REPLY, or an agent able to post an internal note through the
+ * customer-facing endpoint, would each be a security bug rather than a
+ * validation one.
+ *
+ * Internal notes have their own endpoint and their own permission for the same
+ * reason.
+ */
+export class CreateSupportTicketMessageDto {
+}
+__decorate([
+    ApiProperty({ maxLength: SUPPORT_FIELD_LIMITS.MESSAGE_MAX_LENGTH }),
+    IsString(),
+    MinLength(1),
+    MaxLength(SUPPORT_FIELD_LIMITS.MESSAGE_MAX_LENGTH),
+    __metadata("design:type", String)
+], CreateSupportTicketMessageDto.prototype, "body", void 0);
+__decorate([
+    ApiPropertyOptional({
+        type: [Number],
+        description: 'clarion-dms document ids to attach to this message.',
+    }),
+    IsArray(),
+    ArrayMaxSize(SUPPORT_FIELD_LIMITS.MAX_ATTACHMENTS_PER_MESSAGE),
+    Type(() => Number),
+    IsInt({ each: true }),
+    IsPositive({ each: true }),
+    IsOptional(),
+    __metadata("design:type", Array)
+], CreateSupportTicketMessageDto.prototype, "documentIds", void 0);
+/**
+ * Add an internal note.
+ *
+ * Never mirrored to a customer and never returned by a customer-facing
+ * endpoint. It IS pushed to the helpdesk as a note where the provider supports
+ * one, because an agent working in the helpdesk needs the same context - which
+ * is exactly why the visibility rule has to live in the domain rather than in
+ * whichever adapter happens to be configured.
+ */
+export class CreateSupportInternalNoteDto {
+}
+__decorate([
+    ApiProperty({ maxLength: SUPPORT_FIELD_LIMITS.MESSAGE_MAX_LENGTH }),
+    IsString(),
+    MinLength(1),
+    MaxLength(SUPPORT_FIELD_LIMITS.MESSAGE_MAX_LENGTH),
+    __metadata("design:type", String)
+], CreateSupportInternalNoteDto.prototype, "body", void 0);
+__decorate([
+    ApiPropertyOptional({ type: [Number] }),
+    IsArray(),
+    ArrayMaxSize(SUPPORT_FIELD_LIMITS.MAX_ATTACHMENTS_PER_MESSAGE),
+    Type(() => Number),
+    IsInt({ each: true }),
+    IsPositive({ each: true }),
+    IsOptional(),
+    __metadata("design:type", Array)
+], CreateSupportInternalNoteDto.prototype, "documentIds", void 0);
+//# sourceMappingURL=create-support-ticket-message.dto.js.map

package/dist/esm/modules/support/dtos/create-support-ticket-message.dto.js.map

@@ -0,0 +1 @@
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package/dist/esm/modules/support/dtos/create-support-ticket.dto.js

@@ -0,0 +1,165 @@
+var __decorate = (this && this.__decorate) || function (decorators, target, key, desc) {
+    var c = arguments.length, r = c < 3 ? target : desc === null ? desc = Object.getOwnPropertyDescriptor(target, key) : desc, d;
+    if (typeof Reflect === "object" && typeof Reflect.decorate === "function") r = Reflect.decorate(decorators, target, key, desc);
+    else for (var i = decorators.length - 1; i >= 0; i--) if (d = decorators[i]) r = (c < 3 ? d(r) : c > 3 ? d(target, key, r) : d(target, key)) || r;
+    return c > 3 && r && Object.defineProperty(target, key, r), r;
+};
+var __metadata = (this && this.__metadata) || function (k, v) {
+    if (typeof Reflect === "object" && typeof Reflect.metadata === "function") return Reflect.metadata(k, v);
+};
+import { ApiProperty, ApiPropertyOptional } from '@nestjs/swagger';
+import { Type } from 'class-transformer';
+import { ArrayMaxSize, IsArray, IsEnum, IsInt, IsOptional, IsPositive, IsString, IsUUID, MaxLength, MinLength, ValidateNested, } from 'class-validator';
+import { CountryCode } from '../../country/enums/country-code.enum';
+import { IncidentAppId } from '../../incident/enums/incident-app-id.enum';
+import { SUPPORT_FIELD_LIMITS } from '../constants/support-defaults.const';
+import { SupportTicketChannel } from '../enums/support-ticket-channel.enum';
+import { SupportTicketPriority } from '../enums/support-ticket-priority.enum';
+import { SupportRelatedEntityDto } from './support-related-entity.dto';
+/**
+ * Raise a support ticket.
+ *
+ * Tenancy is NOT taken from this payload. `organizationId`, `controlCentreId`
+ * and the customer are resolved from the caller's trusted context in
+ * clarion-support; the two overridable fields below are honoured only for a
+ * super-admin or an agent raising a ticket on somebody's behalf, and are
+ * ignored for everyone else. A customer who sends another organization's id
+ * still gets a ticket in their own.
+ *
+ * Retries are safe: send the same `Idempotency-Key` header and a repeat is
+ * answered with the ticket the first attempt created. Mobile networks drop
+ * replies rather than requests, and without that a customer who taps Send twice
+ * on a train raises two tickets.
+ */
+export class CreateSupportTicketDto {
+}
+__decorate([
+    ApiProperty({
+        description: 'One-line summary. Shown in every list and in the notification.',
+        example: 'Panic button does not reach the control room',
+        maxLength: SUPPORT_FIELD_LIMITS.SUBJECT_MAX_LENGTH,
+    }),
+    IsString(),
+    MinLength(3),
+    MaxLength(SUPPORT_FIELD_LIMITS.SUBJECT_MAX_LENGTH),
+    __metadata("design:type", String)
+], CreateSupportTicketDto.prototype, "subject", void 0);
+__decorate([
+    ApiProperty({
+        description: 'What happened, in the customer\'s words.',
+        maxLength: SUPPORT_FIELD_LIMITS.DESCRIPTION_MAX_LENGTH,
+    }),
+    IsString(),
+    MinLength(1),
+    MaxLength(SUPPORT_FIELD_LIMITS.DESCRIPTION_MAX_LENGTH),
+    __metadata("design:type", String)
+], CreateSupportTicketDto.prototype, "description", void 0);
+__decorate([
+    ApiPropertyOptional({ description: 'Category id. Drives routing and the default priority.' }),
+    IsUUID(),
+    IsOptional(),
+    __metadata("design:type", String)
+], CreateSupportTicketDto.prototype, "categoryId", void 0);
+__decorate([
+    ApiPropertyOptional({
+        enum: SupportTicketPriority,
+        description: 'Requested urgency. A routing rule may raise it and never lowers it - a customer who ' +
+            'says their panic button is broken knows something the rule table does not.',
+    }),
+    IsEnum(SupportTicketPriority),
+    IsOptional(),
+    __metadata("design:type", String)
+], CreateSupportTicketDto.prototype, "priority", void 0);
+__decorate([
+    ApiPropertyOptional({
+        enum: SupportTicketChannel,
+        description: 'Where it came from. Defaults to the channel implied by the caller.',
+    }),
+    IsEnum(SupportTicketChannel),
+    IsOptional(),
+    __metadata("design:type", String)
+], CreateSupportTicketDto.prototype, "channel", void 0);
+__decorate([
+    ApiPropertyOptional({
+        type: [SupportRelatedEntityDto],
+        description: 'What the ticket is about - an incident, an invoice, a newsfeed post.',
+    }),
+    IsArray(),
+    ArrayMaxSize(10),
+    ValidateNested({ each: true }),
+    Type(() => SupportRelatedEntityDto),
+    IsOptional(),
+    __metadata("design:type", Array)
+], CreateSupportTicketDto.prototype, "relatedEntities", void 0);
+__decorate([
+    ApiPropertyOptional({
+        description: 'clarion-dms document ids to attach. The bytes are uploaded to DMS first.',
+        type: [Number],
+    }),
+    IsArray(),
+    ArrayMaxSize(SUPPORT_FIELD_LIMITS.MAX_ATTACHMENTS_PER_MESSAGE),
+    Type(() => Number),
+    IsInt({ each: true }),
+    IsPositive({ each: true }),
+    IsOptional(),
+    __metadata("design:type", Array)
+], CreateSupportTicketDto.prototype, "documentIds", void 0);
+__decorate([
+    ApiPropertyOptional({ description: 'Labels for triage.', type: [String] }),
+    IsArray(),
+    ArrayMaxSize(SUPPORT_FIELD_LIMITS.MAX_TAGS_PER_TICKET),
+    IsString({ each: true }),
+    MaxLength(SUPPORT_FIELD_LIMITS.TAG_MAX_LENGTH, { each: true }),
+    IsOptional(),
+    __metadata("design:type", Array)
+], CreateSupportTicketDto.prototype, "tags", void 0);
+__decorate([
+    ApiPropertyOptional({
+        enum: IncidentAppId,
+        description: 'Client application, so a white-label tenant can be told apart.',
+    }),
+    IsEnum(IncidentAppId),
+    IsOptional(),
+    __metadata("design:type", String)
+], CreateSupportTicketDto.prototype, "appId", void 0);
+__decorate([
+    ApiPropertyOptional({
+        enum: CountryCode,
+        description: 'Overrides the country context. Honoured only for an agent or super-admin; a customer ' +
+            'ticket takes the country from their own context.',
+    }),
+    IsEnum(CountryCode),
+    IsOptional(),
+    __metadata("design:type", String)
+], CreateSupportTicketDto.prototype, "countryCode", void 0);
+__decorate([
+    ApiPropertyOptional({
+        description: 'Tenant the ticket belongs to. Required for a super-admin, ignored for everyone else.',
+        example: 48,
+    }),
+    Type(() => Number),
+    IsInt(),
+    IsPositive(),
+    IsOptional(),
+    __metadata("design:type", Number)
+], CreateSupportTicketDto.prototype, "organizationId", void 0);
+__decorate([
+    ApiPropertyOptional({
+        description: 'Whose ticket it is. Honoured only for an agent raising one on a customer\'s behalf; ' +
+            'a customer is always the customer on their own ticket.',
+        example: 900,
+    }),
+    Type(() => Number),
+    IsInt(),
+    IsPositive(),
+    IsOptional(),
+    __metadata("design:type", Number)
+], CreateSupportTicketDto.prototype, "customerUserId", void 0);
+__decorate([
+    ApiPropertyOptional({
+        description: 'Non-sensitive diagnostic context. Credential-shaped keys are stripped before storage.',
+    }),
+    IsOptional(),
+    __metadata("design:type", Object)
+], CreateSupportTicketDto.prototype, "metadata", void 0);
+//# sourceMappingURL=create-support-ticket.dto.js.map