grm-shared-library 1.1.201 → 1.1.203

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

@@ -0,0 +1,221 @@
+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 { ApiPropertyOptional } from '@nestjs/swagger';
+import { Transform, Type } from 'class-transformer';
+import { IsBoolean, IsDateString, IsEnum, IsIn, IsInt, IsOptional, IsPositive, IsString, IsUUID, Max, MaxLength, Min, } from 'class-validator';
+import { CountryCode } from '../../country/enums/country-code.enum';
+import { SupportProviderCode } from '../enums/support-provider-code.enum';
+import { SupportSlaState } from '../enums/support-sla.enum';
+import { SupportTicketChannel } from '../enums/support-ticket-channel.enum';
+import { SupportTicketPriority } from '../enums/support-ticket-priority.enum';
+import { SupportTicketStatus } from '../enums/support-ticket-status.enum';
+/** Turns 'true'/'false' query strings into booleans without accepting anything else. */
+const toOptionalBoolean = ({ value }) => {
+    if (value === undefined || value === null || value === '')
+        return undefined;
+    if (typeof value === 'boolean')
+        return value;
+    const normalized = String(value).toLowerCase();
+    if (normalized === 'true')
+        return true;
+    if (normalized === 'false')
+        return false;
+    return undefined;
+};
+/**
+ * Filters for a ticket list.
+ *
+ * Every field here NARROWS what the caller may already see. None of them widens
+ * it: `organizationId` is honoured only for a super-admin, and for anybody else
+ * the tenant scope comes from their trusted context and is applied in the
+ * repository regardless of what arrives here.
+ */
+export class SupportTicketQueryDto {
+}
+__decorate([
+    ApiPropertyOptional({ minimum: 1, default: 1 }),
+    Type(() => Number),
+    IsInt(),
+    Min(1),
+    IsOptional(),
+    __metadata("design:type", Number)
+], SupportTicketQueryDto.prototype, "page", void 0);
+__decorate([
+    ApiPropertyOptional({ minimum: 1, maximum: 200, default: 25 }),
+    Type(() => Number),
+    IsInt(),
+    Min(1),
+    Max(200),
+    IsOptional(),
+    __metadata("design:type", Number)
+], SupportTicketQueryDto.prototype, "limit", void 0);
+__decorate([
+    ApiPropertyOptional({
+        description: 'Free text. A value that looks like a ticket number goes straight to that index; ' +
+            'anything else runs a full-text search over subject, description and customer-visible messages.',
+    }),
+    IsString(),
+    MaxLength(200),
+    IsOptional(),
+    __metadata("design:type", String)
+], SupportTicketQueryDto.prototype, "search", void 0);
+__decorate([
+    ApiPropertyOptional({
+        description: 'Column to sort on.',
+        enum: ['createdAt', 'updatedAt', 'priority', 'status', 'firstResponseDueAt', 'resolutionDueAt'],
+    }),
+    IsIn(['createdAt', 'updatedAt', 'priority', 'status', 'firstResponseDueAt', 'resolutionDueAt']),
+    IsOptional(),
+    __metadata("design:type", String)
+], SupportTicketQueryDto.prototype, "sortBy", void 0);
+__decorate([
+    ApiPropertyOptional({ enum: ['ASC', 'DESC'], default: 'DESC' }),
+    IsIn(['ASC', 'DESC']),
+    IsOptional(),
+    __metadata("design:type", String)
+], SupportTicketQueryDto.prototype, "sortOrder", void 0);
+__decorate([
+    ApiPropertyOptional({ enum: SupportTicketStatus }),
+    IsEnum(SupportTicketStatus),
+    IsOptional(),
+    __metadata("design:type", String)
+], SupportTicketQueryDto.prototype, "status", void 0);
+__decorate([
+    ApiPropertyOptional({
+        description: 'Show only tickets that are still live. Overrides `status` when both are sent.',
+    }),
+    Transform(toOptionalBoolean),
+    IsBoolean(),
+    IsOptional(),
+    __metadata("design:type", Boolean)
+], SupportTicketQueryDto.prototype, "activeOnly", void 0);
+__decorate([
+    ApiPropertyOptional({ enum: SupportTicketPriority }),
+    IsEnum(SupportTicketPriority),
+    IsOptional(),
+    __metadata("design:type", String)
+], SupportTicketQueryDto.prototype, "priority", void 0);
+__decorate([
+    ApiPropertyOptional({ enum: SupportTicketChannel }),
+    IsEnum(SupportTicketChannel),
+    IsOptional(),
+    __metadata("design:type", String)
+], SupportTicketQueryDto.prototype, "channel", void 0);
+__decorate([
+    ApiPropertyOptional({ enum: CountryCode }),
+    IsEnum(CountryCode),
+    IsOptional(),
+    __metadata("design:type", String)
+], SupportTicketQueryDto.prototype, "countryCode", void 0);
+__decorate([
+    ApiPropertyOptional({ description: 'Super-admin only. Ignored for every other caller.' }),
+    Type(() => Number),
+    IsInt(),
+    IsPositive(),
+    IsOptional(),
+    __metadata("design:type", Number)
+], SupportTicketQueryDto.prototype, "organizationId", void 0);
+__decorate([
+    ApiPropertyOptional(),
+    Type(() => Number),
+    IsInt(),
+    IsPositive(),
+    IsOptional(),
+    __metadata("design:type", Number)
+], SupportTicketQueryDto.prototype, "controlCentreId", void 0);
+__decorate([
+    ApiPropertyOptional(),
+    IsUUID(),
+    IsOptional(),
+    __metadata("design:type", String)
+], SupportTicketQueryDto.prototype, "queueId", void 0);
+__decorate([
+    ApiPropertyOptional(),
+    IsUUID(),
+    IsOptional(),
+    __metadata("design:type", String)
+], SupportTicketQueryDto.prototype, "teamId", void 0);
+__decorate([
+    ApiPropertyOptional(),
+    IsUUID(),
+    IsOptional(),
+    __metadata("design:type", String)
+], SupportTicketQueryDto.prototype, "categoryId", void 0);
+__decorate([
+    ApiPropertyOptional({ description: 'Tickets assigned to this agent.' }),
+    Type(() => Number),
+    IsInt(),
+    IsPositive(),
+    IsOptional(),
+    __metadata("design:type", Number)
+], SupportTicketQueryDto.prototype, "assignedAgentId", void 0);
+__decorate([
+    ApiPropertyOptional({ description: 'Only tickets nobody owns. The queue supervisor\'s first filter.' }),
+    Transform(toOptionalBoolean),
+    IsBoolean(),
+    IsOptional(),
+    __metadata("design:type", Boolean)
+], SupportTicketQueryDto.prototype, "unassignedOnly", void 0);
+__decorate([
+    ApiPropertyOptional({ description: 'Tickets raised by, or on behalf of, this customer.' }),
+    Type(() => Number),
+    IsInt(),
+    IsPositive(),
+    IsOptional(),
+    __metadata("design:type", Number)
+], SupportTicketQueryDto.prototype, "customerUserId", void 0);
+__decorate([
+    ApiPropertyOptional({ enum: SupportSlaState, description: 'Filter on either SLA clock.' }),
+    IsEnum(SupportSlaState),
+    IsOptional(),
+    __metadata("design:type", String)
+], SupportTicketQueryDto.prototype, "slaState", void 0);
+__decorate([
+    ApiPropertyOptional({ description: 'Only tickets past a deadline on either clock.' }),
+    Transform(toOptionalBoolean),
+    IsBoolean(),
+    IsOptional(),
+    __metadata("design:type", Boolean)
+], SupportTicketQueryDto.prototype, "breachedOnly", void 0);
+__decorate([
+    ApiPropertyOptional({ description: 'A single tag. Matched exactly, lower-cased.' }),
+    IsString(),
+    MaxLength(50),
+    IsOptional(),
+    __metadata("design:type", String)
+], SupportTicketQueryDto.prototype, "tag", void 0);
+__decorate([
+    ApiPropertyOptional({ enum: SupportProviderCode }),
+    IsEnum(SupportProviderCode),
+    IsOptional(),
+    __metadata("design:type", String)
+], SupportTicketQueryDto.prototype, "externalProvider", void 0);
+__decorate([
+    ApiPropertyOptional({
+        description: 'Only tickets whose helpdesk mirror has failed. The synchronization triage filter.',
+    }),
+    Transform(toOptionalBoolean),
+    IsBoolean(),
+    IsOptional(),
+    __metadata("design:type", Boolean)
+], SupportTicketQueryDto.prototype, "syncFailedOnly", void 0);
+__decorate([
+    ApiPropertyOptional({ description: 'Created at or after this instant.' }),
+    IsDateString(),
+    IsOptional(),
+    __metadata("design:type", String)
+], SupportTicketQueryDto.prototype, "from", void 0);
+__decorate([
+    ApiPropertyOptional({ description: 'Created at or before this instant.' }),
+    IsDateString(),
+    IsOptional(),
+    __metadata("design:type", String)
+], SupportTicketQueryDto.prototype, "to", void 0);
+//# sourceMappingURL=support-ticket-query.dto.js.map

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

@@ -0,0 +1 @@
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package/dist/esm/modules/support/enums/support-audit-action.enum.js

@@ -0,0 +1,84 @@
+/**
+ * Every security- or business-sensitive thing that can happen in the support
+ * domain, as a closed vocabulary.
+ *
+ * A closed enum rather than free text because an audit trail nobody can query
+ * is not an audit trail. The admin filters on these values, and the operational
+ * runbook refers to them by name.
+ */
+export var SupportAuditAction;
+(function (SupportAuditAction) {
+    SupportAuditAction["TICKET_CREATED"] = "TICKET_CREATED";
+    SupportAuditAction["TICKET_UPDATED"] = "TICKET_UPDATED";
+    SupportAuditAction["TICKET_ASSIGNED"] = "TICKET_ASSIGNED";
+    SupportAuditAction["TICKET_REASSIGNED"] = "TICKET_REASSIGNED";
+    SupportAuditAction["TICKET_UNASSIGNED"] = "TICKET_UNASSIGNED";
+    SupportAuditAction["TICKET_STATUS_CHANGED"] = "TICKET_STATUS_CHANGED";
+    SupportAuditAction["TICKET_PRIORITY_CHANGED"] = "TICKET_PRIORITY_CHANGED";
+    SupportAuditAction["TICKET_CATEGORY_CHANGED"] = "TICKET_CATEGORY_CHANGED";
+    SupportAuditAction["TICKET_QUEUE_CHANGED"] = "TICKET_QUEUE_CHANGED";
+    SupportAuditAction["TICKET_CLOSED"] = "TICKET_CLOSED";
+    SupportAuditAction["TICKET_REOPENED"] = "TICKET_REOPENED";
+    SupportAuditAction["TICKET_CANCELLED"] = "TICKET_CANCELLED";
+    SupportAuditAction["TICKET_TAGGED"] = "TICKET_TAGGED";
+    SupportAuditAction["TICKET_UNTAGGED"] = "TICKET_UNTAGGED";
+    SupportAuditAction["TICKET_WATCHER_ADDED"] = "TICKET_WATCHER_ADDED";
+    SupportAuditAction["TICKET_WATCHER_REMOVED"] = "TICKET_WATCHER_REMOVED";
+    SupportAuditAction["MESSAGE_ADDED"] = "MESSAGE_ADDED";
+    SupportAuditAction["INTERNAL_NOTE_ADDED"] = "INTERNAL_NOTE_ADDED";
+    SupportAuditAction["ATTACHMENT_ADDED"] = "ATTACHMENT_ADDED";
+    SupportAuditAction["ATTACHMENT_ACCESSED"] = "ATTACHMENT_ACCESSED";
+    SupportAuditAction["ATTACHMENT_REMOVED"] = "ATTACHMENT_REMOVED";
+    SupportAuditAction["FEEDBACK_CREATED"] = "FEEDBACK_CREATED";
+    SupportAuditAction["FEEDBACK_REVIEWED"] = "FEEDBACK_REVIEWED";
+    SupportAuditAction["FEEDBACK_RESPONDED"] = "FEEDBACK_RESPONDED";
+    SupportAuditAction["FEEDBACK_STATUS_CHANGED"] = "FEEDBACK_STATUS_CHANGED";
+    SupportAuditAction["FEEDBACK_CONVERTED_TO_TICKET"] = "FEEDBACK_CONVERTED_TO_TICKET";
+    SupportAuditAction["SLA_WARNING_RAISED"] = "SLA_WARNING_RAISED";
+    SupportAuditAction["SLA_BREACHED"] = "SLA_BREACHED";
+    SupportAuditAction["SLA_POLICY_CREATED"] = "SLA_POLICY_CREATED";
+    SupportAuditAction["SLA_POLICY_UPDATED"] = "SLA_POLICY_UPDATED";
+    SupportAuditAction["SLA_POLICY_DELETED"] = "SLA_POLICY_DELETED";
+    SupportAuditAction["QUEUE_CREATED"] = "QUEUE_CREATED";
+    SupportAuditAction["QUEUE_UPDATED"] = "QUEUE_UPDATED";
+    SupportAuditAction["QUEUE_DELETED"] = "QUEUE_DELETED";
+    SupportAuditAction["TEAM_CREATED"] = "TEAM_CREATED";
+    SupportAuditAction["TEAM_UPDATED"] = "TEAM_UPDATED";
+    SupportAuditAction["TEAM_DELETED"] = "TEAM_DELETED";
+    SupportAuditAction["TEAM_MEMBER_ADDED"] = "TEAM_MEMBER_ADDED";
+    SupportAuditAction["TEAM_MEMBER_REMOVED"] = "TEAM_MEMBER_REMOVED";
+    SupportAuditAction["CATEGORY_CREATED"] = "CATEGORY_CREATED";
+    SupportAuditAction["CATEGORY_UPDATED"] = "CATEGORY_UPDATED";
+    SupportAuditAction["CATEGORY_DELETED"] = "CATEGORY_DELETED";
+    SupportAuditAction["PROVIDER_SYNC_QUEUED"] = "PROVIDER_SYNC_QUEUED";
+    SupportAuditAction["PROVIDER_SYNC_SUCCEEDED"] = "PROVIDER_SYNC_SUCCEEDED";
+    SupportAuditAction["PROVIDER_SYNC_FAILED"] = "PROVIDER_SYNC_FAILED";
+    SupportAuditAction["PROVIDER_SYNC_RETRIED"] = "PROVIDER_SYNC_RETRIED";
+    SupportAuditAction["PROVIDER_SYNC_DEAD_LETTERED"] = "PROVIDER_SYNC_DEAD_LETTERED";
+    SupportAuditAction["PROVIDER_RECONCILED"] = "PROVIDER_RECONCILED";
+    SupportAuditAction["PROVIDER_WEBHOOK_RECEIVED"] = "PROVIDER_WEBHOOK_RECEIVED";
+    SupportAuditAction["PROVIDER_WEBHOOK_REJECTED"] = "PROVIDER_WEBHOOK_REJECTED";
+})(SupportAuditAction || (SupportAuditAction = {}));
+/** What the audit entry was about, so a trail can be read per record. */
+export var SupportAuditEntityType;
+(function (SupportAuditEntityType) {
+    SupportAuditEntityType["TICKET"] = "TICKET";
+    SupportAuditEntityType["TICKET_MESSAGE"] = "TICKET_MESSAGE";
+    SupportAuditEntityType["TICKET_ATTACHMENT"] = "TICKET_ATTACHMENT";
+    SupportAuditEntityType["FEEDBACK"] = "FEEDBACK";
+    SupportAuditEntityType["QUEUE"] = "QUEUE";
+    SupportAuditEntityType["TEAM"] = "TEAM";
+    SupportAuditEntityType["CATEGORY"] = "CATEGORY";
+    SupportAuditEntityType["SLA_POLICY"] = "SLA_POLICY";
+    SupportAuditEntityType["PROVIDER_SYNC"] = "PROVIDER_SYNC";
+})(SupportAuditEntityType || (SupportAuditEntityType = {}));
+/** Who performed the action. */
+export var SupportActorType;
+(function (SupportActorType) {
+    SupportActorType["USER"] = "USER";
+    /** A background job inside clarion-support. */
+    SupportActorType["SYSTEM"] = "SYSTEM";
+    /** A change that arrived from the helpdesk. */
+    SupportActorType["PROVIDER"] = "PROVIDER";
+})(SupportActorType || (SupportActorType = {}));
+//# sourceMappingURL=support-audit-action.enum.js.map

package/dist/esm/modules/support/enums/support-audit-action.enum.js.map

@@ -0,0 +1 @@
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package/dist/esm/modules/support/enums/support-feedback.enum.js

@@ -0,0 +1,107 @@
+/**
+ * What a customer is telling us.
+ *
+ * Feedback stays inside Clarion whatever helpdesk is configured, so these
+ * values are never mapped onto a vendor's vocabulary and never leave the
+ * platform unless a piece of feedback is deliberately converted into a ticket.
+ */
+export var CustomerFeedbackType;
+(function (CustomerFeedbackType) {
+    CustomerFeedbackType["BUG_REPORT"] = "BUG_REPORT";
+    CustomerFeedbackType["FEATURE_REQUEST"] = "FEATURE_REQUEST";
+    CustomerFeedbackType["COMPLAINT"] = "COMPLAINT";
+    CustomerFeedbackType["COMPLIMENT"] = "COMPLIMENT";
+    CustomerFeedbackType["GENERAL"] = "GENERAL";
+    /** A rating of the emergency or security service itself. */
+    CustomerFeedbackType["SERVICE_RATING"] = "SERVICE_RATING";
+    /** A rating of a support interaction. */
+    CustomerFeedbackType["SUPPORT_RATING"] = "SUPPORT_RATING";
+})(CustomerFeedbackType || (CustomerFeedbackType = {}));
+/** The feedback types that carry a star rating and feed satisfaction reporting. */
+export const RATING_CUSTOMER_FEEDBACK_TYPES = [
+    CustomerFeedbackType.SERVICE_RATING,
+    CustomerFeedbackType.SUPPORT_RATING,
+];
+/** Where a piece of feedback is in its review workflow. */
+export var CustomerFeedbackStatus;
+(function (CustomerFeedbackStatus) {
+    CustomerFeedbackStatus["NEW"] = "NEW";
+    CustomerFeedbackStatus["UNDER_REVIEW"] = "UNDER_REVIEW";
+    /** Read and acknowledged, with no reply owed. */
+    CustomerFeedbackStatus["ACKNOWLEDGED"] = "ACKNOWLEDGED";
+    /** A reply has been sent to the customer. */
+    CustomerFeedbackStatus["RESPONDED"] = "RESPONDED";
+    /** Promoted into a ticket; `convertedTicketId` points at it. */
+    CustomerFeedbackStatus["CONVERTED_TO_TICKET"] = "CONVERTED_TO_TICKET";
+    CustomerFeedbackStatus["CLOSED"] = "CLOSED";
+    /** Spam, abuse or a test submission. Kept, never counted in satisfaction metrics. */
+    CustomerFeedbackStatus["DISMISSED"] = "DISMISSED";
+})(CustomerFeedbackStatus || (CustomerFeedbackStatus = {}));
+/** Transitions the feedback workflow permits. */
+export const CUSTOMER_FEEDBACK_TRANSITIONS = {
+    [CustomerFeedbackStatus.NEW]: [
+        CustomerFeedbackStatus.UNDER_REVIEW,
+        CustomerFeedbackStatus.ACKNOWLEDGED,
+        CustomerFeedbackStatus.RESPONDED,
+        CustomerFeedbackStatus.CONVERTED_TO_TICKET,
+        CustomerFeedbackStatus.DISMISSED,
+    ],
+    [CustomerFeedbackStatus.UNDER_REVIEW]: [
+        CustomerFeedbackStatus.ACKNOWLEDGED,
+        CustomerFeedbackStatus.RESPONDED,
+        CustomerFeedbackStatus.CONVERTED_TO_TICKET,
+        CustomerFeedbackStatus.CLOSED,
+        CustomerFeedbackStatus.DISMISSED,
+    ],
+    [CustomerFeedbackStatus.ACKNOWLEDGED]: [
+        CustomerFeedbackStatus.UNDER_REVIEW,
+        CustomerFeedbackStatus.RESPONDED,
+        CustomerFeedbackStatus.CONVERTED_TO_TICKET,
+        CustomerFeedbackStatus.CLOSED,
+    ],
+    [CustomerFeedbackStatus.RESPONDED]: [
+        /** A customer who replies to a response puts it back under review. */
+        CustomerFeedbackStatus.UNDER_REVIEW,
+        CustomerFeedbackStatus.CONVERTED_TO_TICKET,
+        CustomerFeedbackStatus.CLOSED,
+    ],
+    [CustomerFeedbackStatus.CONVERTED_TO_TICKET]: [CustomerFeedbackStatus.CLOSED],
+    [CustomerFeedbackStatus.CLOSED]: [CustomerFeedbackStatus.UNDER_REVIEW],
+    [CustomerFeedbackStatus.DISMISSED]: [],
+};
+/** Statuses that still need somebody to look at them. */
+export const OPEN_CUSTOMER_FEEDBACK_STATUSES = [
+    CustomerFeedbackStatus.NEW,
+    CustomerFeedbackStatus.UNDER_REVIEW,
+];
+/** Where the feedback was submitted from. */
+export var CustomerFeedbackChannel;
+(function (CustomerFeedbackChannel) {
+    CustomerFeedbackChannel["MOBILE_APP"] = "MOBILE_APP";
+    CustomerFeedbackChannel["WEB_APP"] = "WEB_APP";
+    CustomerFeedbackChannel["AGENT_PORTAL"] = "AGENT_PORTAL";
+    CustomerFeedbackChannel["API"] = "API";
+})(CustomerFeedbackChannel || (CustomerFeedbackChannel = {}));
+/**
+ * Coarse sentiment.
+ *
+ * Derived from the feedback TYPE and rating only - never inferred from the
+ * message text. There is deliberately no classifier here: a wrong automated
+ * reading of "the guard never came" is worse than no reading at all. The field
+ * exists so a real classifier can be added later without a migration.
+ */
+export var CustomerFeedbackSentiment;
+(function (CustomerFeedbackSentiment) {
+    CustomerFeedbackSentiment["POSITIVE"] = "POSITIVE";
+    CustomerFeedbackSentiment["NEUTRAL"] = "NEUTRAL";
+    CustomerFeedbackSentiment["NEGATIVE"] = "NEGATIVE";
+    CustomerFeedbackSentiment["UNKNOWN"] = "UNKNOWN";
+})(CustomerFeedbackSentiment || (CustomerFeedbackSentiment = {}));
+/** Who wrote an entry in a feedback thread. */
+export var CustomerFeedbackMessageAuthorType;
+(function (CustomerFeedbackMessageAuthorType) {
+    CustomerFeedbackMessageAuthorType["CUSTOMER"] = "CUSTOMER";
+    CustomerFeedbackMessageAuthorType["REVIEWER"] = "REVIEWER";
+    CustomerFeedbackMessageAuthorType["SYSTEM"] = "SYSTEM";
+})(CustomerFeedbackMessageAuthorType || (CustomerFeedbackMessageAuthorType = {}));
+//# sourceMappingURL=support-feedback.enum.js.map

package/dist/esm/modules/support/enums/support-feedback.enum.js.map

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package/dist/esm/modules/support/enums/support-provider-code.enum.js

@@ -0,0 +1,63 @@
+/**
+ * Identifies the helpdesk platform a deployment operates support tickets on.
+ *
+ * Provider-neutral by design: the support domain in clarion-support - tickets,
+ * messages, feedback, queues, SLAs, audit and the whole REST surface - never
+ * branches on a specific helpdesk. Only the per-provider adapter inside that
+ * service understands a vendor's wire format, authentication and payload shape,
+ * and no vendor type is allowed to escape it.
+ *
+ * The value is stored on every ticket that has been mirrored outward, so a
+ * deployment that changes provider keeps an unambiguous record of which
+ * platform each historical ticket actually lives on. That is the whole reason
+ * it is persisted rather than read from configuration at display time.
+ */
+export var SupportProviderCode;
+(function (SupportProviderCode) {
+    /** Zammad - self-hosted, the platform default. */
+    SupportProviderCode["ZAMMAD"] = "ZAMMAD";
+    /** Freshdesk - SaaS, the initial alternative. */
+    SupportProviderCode["FRESHDESK"] = "FRESHDESK";
+    /**
+     * No external helpdesk. Clarion is the whole system of record.
+     *
+     * A first-class choice, not a failure state: an organization can run support
+     * entirely inside Clarion, and a deployment that has not finished
+     * provisioning a helpdesk still takes tickets rather than refusing them.
+     */
+    SupportProviderCode["NONE"] = "NONE";
+})(SupportProviderCode || (SupportProviderCode = {}));
+/** Providers that are actually mirrored to an external helpdesk. */
+export const EXTERNAL_SUPPORT_PROVIDERS = [
+    SupportProviderCode.ZAMMAD,
+    SupportProviderCode.FRESHDESK,
+];
+/** The platform default when a deployment sets no provider at all. */
+export const DEFAULT_SUPPORT_PROVIDER = SupportProviderCode.ZAMMAD;
+/**
+ * What a helpdesk adapter is able to do.
+ *
+ * Published by each adapter rather than assumed, because helpdesks differ
+ * materially: both Zammad and Freshdesk can take a public reply, but only some
+ * deployments enable attachments, and a vendor without webhooks has to be
+ * reconciled by polling instead. The admin builds its buttons from this, so a
+ * capability a provider lacks is never offered to an operator as if it worked.
+ */
+export var SupportProviderCapability;
+(function (SupportProviderCapability) {
+    SupportProviderCapability["CREATE_TICKET"] = "CREATE_TICKET";
+    SupportProviderCapability["UPDATE_TICKET"] = "UPDATE_TICKET";
+    SupportProviderCapability["PUBLIC_REPLY"] = "PUBLIC_REPLY";
+    SupportProviderCapability["INTERNAL_NOTE"] = "INTERNAL_NOTE";
+    SupportProviderCapability["ASSIGN_TICKET"] = "ASSIGN_TICKET";
+    SupportProviderCapability["CHANGE_STATUS"] = "CHANGE_STATUS";
+    SupportProviderCapability["CLOSE_REOPEN"] = "CLOSE_REOPEN";
+    SupportProviderCapability["ATTACHMENTS"] = "ATTACHMENTS";
+    SupportProviderCapability["CONTACTS"] = "CONTACTS";
+    SupportProviderCapability["SEARCH"] = "SEARCH";
+    /** The provider can push changes back to Clarion over a webhook. */
+    SupportProviderCapability["WEBHOOKS"] = "WEBHOOKS";
+    /** A single ticket can be re-read for reconciliation. */
+    SupportProviderCapability["FETCH_TICKET"] = "FETCH_TICKET";
+})(SupportProviderCapability || (SupportProviderCapability = {}));
+//# sourceMappingURL=support-provider-code.enum.js.map

package/dist/esm/modules/support/enums/support-provider-code.enum.js.map

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package/dist/esm/modules/support/enums/support-related-entity-type.enum.js

@@ -0,0 +1,47 @@
+/**
+ * The kind of Clarion record a ticket or a piece of feedback is about.
+ *
+ * A reference only. clarion-support stores the type and the id and nothing
+ * else: it never copies an incident, an invoice or a chat message into its own
+ * schema, and it never declares a database foreign key across a service
+ * boundary.
+ *
+ * Ids are carried as text because the owning services do not agree on a type -
+ * incidents, organizations and newsfeed posts are integers, a chat conversation
+ * is a uuid. Storing the widest safe representation is what keeps this from
+ * needing a migration the first time one of them changes.
+ */
+export var SupportRelatedEntityType;
+(function (SupportRelatedEntityType) {
+    SupportRelatedEntityType["INCIDENT"] = "INCIDENT";
+    SupportRelatedEntityType["BILLING_SUBSCRIPTION"] = "BILLING_SUBSCRIPTION";
+    SupportRelatedEntityType["BILLING_INVOICE"] = "BILLING_INVOICE";
+    SupportRelatedEntityType["BILLING_PAYMENT"] = "BILLING_PAYMENT";
+    SupportRelatedEntityType["BILLING_PACKAGE"] = "BILLING_PACKAGE";
+    SupportRelatedEntityType["CHAT_CONVERSATION"] = "CHAT_CONVERSATION";
+    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";
+    /** A screen or feature in a client application, for contextual feedback. */
+    SupportRelatedEntityType["APP_SCREEN"] = "APP_SCREEN";
+    /** Another support ticket - a duplicate, or a follow-up. */
+    SupportRelatedEntityType["SUPPORT_TICKET"] = "SUPPORT_TICKET";
+    SupportRelatedEntityType["CUSTOMER_FEEDBACK"] = "CUSTOMER_FEEDBACK";
+    SupportRelatedEntityType["OTHER"] = "OTHER";
+})(SupportRelatedEntityType || (SupportRelatedEntityType = {}));
+/**
+ * Related entities whose detail is fetched from another service for display.
+ *
+ * The admin ticket page enriches only these, and only for a reader who already
+ * passed that service's own authorization. Everything else is shown as a bare
+ * type and id, which is honest rather than broken.
+ */
+export const ENRICHABLE_SUPPORT_RELATED_ENTITY_TYPES = [
+    SupportRelatedEntityType.INCIDENT,
+    SupportRelatedEntityType.BILLING_SUBSCRIPTION,
+    SupportRelatedEntityType.BILLING_INVOICE,
+];
+//# sourceMappingURL=support-related-entity-type.enum.js.map

package/dist/esm/modules/support/enums/support-related-entity-type.enum.js.map

@@ -0,0 +1 @@
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package/dist/esm/modules/support/enums/support-routing.enum.js

@@ -0,0 +1,55 @@
+/**
+ * How a queue hands a ticket to an agent.
+ *
+ * Only MANUAL is honoured by the first implementation. The other members exist
+ * so that adding automatic assignment later is a service change and not a
+ * schema change, and so the admin can already show an operator what a queue
+ * will eventually do.
+ */
+export var SupportQueueAssignmentStrategy;
+(function (SupportQueueAssignmentStrategy) {
+    /** A supervisor assigns. The queue is a shared inbox. */
+    SupportQueueAssignmentStrategy["MANUAL"] = "MANUAL";
+    /** Round-robin across available team members. Reserved. */
+    SupportQueueAssignmentStrategy["ROUND_ROBIN"] = "ROUND_ROBIN";
+    /** To whoever holds the fewest open tickets. Reserved. */
+    SupportQueueAssignmentStrategy["LEAST_BUSY"] = "LEAST_BUSY";
+})(SupportQueueAssignmentStrategy || (SupportQueueAssignmentStrategy = {}));
+/**
+ * What a routing rule matches on.
+ *
+ * Rules are evaluated in priority order and the first match wins, so the
+ * dimensions are deliberately few and orthogonal. Anything cleverer belongs in
+ * a later classification service, not in a rule table an operator maintains by
+ * hand.
+ */
+export var SupportRoutingMatchType;
+(function (SupportRoutingMatchType) {
+    /** Any ticket in the organization. The catch-all rule. */
+    SupportRoutingMatchType["ANY"] = "ANY";
+    SupportRoutingMatchType["CATEGORY"] = "CATEGORY";
+    SupportRoutingMatchType["PRIORITY"] = "PRIORITY";
+    SupportRoutingMatchType["CHANNEL"] = "CHANNEL";
+    SupportRoutingMatchType["COUNTRY"] = "COUNTRY";
+    SupportRoutingMatchType["CONTROL_CENTRE"] = "CONTROL_CENTRE";
+    /** The client application the ticket came from, e.g. G4S or GardaWorld. */
+    SupportRoutingMatchType["APP_ID"] = "APP_ID";
+    /** The kind of Clarion record the ticket is about. */
+    SupportRoutingMatchType["RELATED_ENTITY_TYPE"] = "RELATED_ENTITY_TYPE";
+})(SupportRoutingMatchType || (SupportRoutingMatchType = {}));
+/** A support person's standing inside a team, independent of their platform role. */
+export var SupportTeamMemberRole;
+(function (SupportTeamMemberRole) {
+    /** Works tickets. */
+    SupportTeamMemberRole["AGENT"] = "AGENT";
+    /** Works tickets, assigns them, and receives SLA warnings for the team. */
+    SupportTeamMemberRole["SUPERVISOR"] = "SUPERVISOR";
+    /** Owns the team's configuration and receives breach escalations. */
+    SupportTeamMemberRole["MANAGER"] = "MANAGER";
+})(SupportTeamMemberRole || (SupportTeamMemberRole = {}));
+/** Team roles that receive SLA escalations, most junior first. */
+export const SUPPORT_ESCALATION_TEAM_ROLES = [
+    SupportTeamMemberRole.SUPERVISOR,
+    SupportTeamMemberRole.MANAGER,
+];
+//# sourceMappingURL=support-routing.enum.js.map

package/dist/esm/modules/support/enums/support-routing.enum.js.map

@@ -0,0 +1 @@
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