grm-shared-library 1.1.201 → 1.1.203

package/dist/cjs/modules/support/enums/support-sla.enum.js

@@ -0,0 +1,55 @@
+"use strict";
+Object.defineProperty(exports, "__esModule", { value: true });
+exports.SupportSlaClock = exports.SupportSlaEventType = exports.SupportSlaTarget = exports.SupportSlaState = void 0;
+/** Where a ticket stands against one SLA target. */
+var SupportSlaState;
+(function (SupportSlaState) {
+    /** Inside the target with time to spare. */
+    SupportSlaState["ON_TRACK"] = "ON_TRACK";
+    /** Inside the target but past the warning threshold. */
+    SupportSlaState["WARNING"] = "WARNING";
+    /** The target elapsed without being met. */
+    SupportSlaState["BREACHED"] = "BREACHED";
+    /** The clock is stopped because the ticket is waiting on the customer. */
+    SupportSlaState["PAUSED"] = "PAUSED";
+    /** The target was met. Terminal. */
+    SupportSlaState["MET"] = "MET";
+    /** No policy applies, so there is nothing to be on track against. */
+    SupportSlaState["NOT_APPLICABLE"] = "NOT_APPLICABLE";
+})(SupportSlaState || (exports.SupportSlaState = SupportSlaState = {}));
+/** Which clock a state describes. A ticket carries one of each. */
+var SupportSlaTarget;
+(function (SupportSlaTarget) {
+    SupportSlaTarget["FIRST_RESPONSE"] = "FIRST_RESPONSE";
+    SupportSlaTarget["RESOLUTION"] = "RESOLUTION";
+})(SupportSlaTarget || (exports.SupportSlaTarget = SupportSlaTarget = {}));
+/** The kinds of SLA event recorded against a ticket, for audit and reporting. */
+var SupportSlaEventType;
+(function (SupportSlaEventType) {
+    /** A deadline was calculated for the first time. */
+    SupportSlaEventType["SCHEDULED"] = "SCHEDULED";
+    SupportSlaEventType["WARNING_RAISED"] = "WARNING_RAISED";
+    SupportSlaEventType["BREACHED"] = "BREACHED";
+    SupportSlaEventType["MET"] = "MET";
+    SupportSlaEventType["PAUSED"] = "PAUSED";
+    SupportSlaEventType["RESUMED"] = "RESUMED";
+    /** The applicable policy changed - a priority change, or a re-queue. */
+    SupportSlaEventType["RECALCULATED"] = "RECALCULATED";
+    /** The clocks were stopped without being met, e.g. the ticket was cancelled. */
+    SupportSlaEventType["CANCELLED"] = "CANCELLED";
+})(SupportSlaEventType || (exports.SupportSlaEventType = SupportSlaEventType = {}));
+/**
+ * How a policy measures elapsed time.
+ *
+ * CALENDAR runs around the clock; BUSINESS runs only inside the working
+ * calendar of the ticket's country. The distinction is not cosmetic: a NORMAL
+ * ticket raised at 17:00 on a Friday with an eight-hour calendar target is
+ * breached before anybody is back at a desk, which trains a support team to
+ * ignore the breach column entirely.
+ */
+var SupportSlaClock;
+(function (SupportSlaClock) {
+    SupportSlaClock["CALENDAR"] = "CALENDAR";
+    SupportSlaClock["BUSINESS"] = "BUSINESS";
+})(SupportSlaClock || (exports.SupportSlaClock = SupportSlaClock = {}));
+//# sourceMappingURL=support-sla.enum.js.map

package/dist/cjs/modules/support/enums/support-sla.enum.js.map

@@ -0,0 +1 @@
+{"version":3,"file":"support-sla.enum.js","sourceRoot":"","sources":["../../../../../src/modules/support/enums/support-sla.enum.ts"],"names":[],"mappings":";;;AAAA,oDAAoD;AACpD,IAAY,eAaX;AAbD,WAAY,eAAe;IACvB,4CAA4C;IAC5C,wCAAqB,CAAA;IACrB,wDAAwD;IACxD,sCAAmB,CAAA;IACnB,4CAA4C;IAC5C,wCAAqB,CAAA;IACrB,0EAA0E;IAC1E,oCAAiB,CAAA;IACjB,oCAAoC;IACpC,8BAAW,CAAA;IACX,qEAAqE;IACrE,oDAAiC,CAAA;AACrC,CAAC,EAbW,eAAe,+BAAf,eAAe,QAa1B;AAED,mEAAmE;AACnE,IAAY,gBAGX;AAHD,WAAY,gBAAgB;IACxB,qDAAiC,CAAA;IACjC,6CAAyB,CAAA;AAC7B,CAAC,EAHW,gBAAgB,gCAAhB,gBAAgB,QAG3B;AAED,iFAAiF;AACjF,IAAY,mBAYX;AAZD,WAAY,mBAAmB;IAC3B,oDAAoD;IACpD,8CAAuB,CAAA;IACvB,wDAAiC,CAAA;IACjC,4CAAqB,CAAA;IACrB,kCAAW,CAAA;IACX,wCAAiB,CAAA;IACjB,0CAAmB,CAAA;IACnB,wEAAwE;IACxE,oDAA6B,CAAA;IAC7B,gFAAgF;IAChF,8CAAuB,CAAA;AAC3B,CAAC,EAZW,mBAAmB,mCAAnB,mBAAmB,QAY9B;AAED;;;;;;;;GAQG;AACH,IAAY,eAGX;AAHD,WAAY,eAAe;IACvB,wCAAqB,CAAA;IACrB,wCAAqB,CAAA;AACzB,CAAC,EAHW,eAAe,+BAAf,eAAe,QAG1B"}

package/dist/cjs/modules/support/enums/support-sync.enum.js

@@ -0,0 +1,133 @@
+"use strict";
+Object.defineProperty(exports, "__esModule", { value: true });
+exports.SupportWebhookStatus = exports.PERMANENT_SUPPORT_SYNC_FAILURE_REASONS = exports.SupportSyncFailureReason = exports.TERMINAL_SUPPORT_SYNC_STATUSES = exports.SupportSyncStatus = exports.CREATING_SUPPORT_SYNC_OPERATIONS = exports.SupportSyncOperation = exports.SupportSyncEntityType = void 0;
+/** Which Clarion record a synchronization row is mirroring. */
+var SupportSyncEntityType;
+(function (SupportSyncEntityType) {
+    SupportSyncEntityType["TICKET"] = "TICKET";
+    SupportSyncEntityType["MESSAGE"] = "MESSAGE";
+    SupportSyncEntityType["ATTACHMENT"] = "ATTACHMENT";
+    /** The customer's contact record in the helpdesk. */
+    SupportSyncEntityType["CONTACT"] = "CONTACT";
+})(SupportSyncEntityType || (exports.SupportSyncEntityType = SupportSyncEntityType = {}));
+/** What the synchronization row is trying to do at the provider. */
+var SupportSyncOperation;
+(function (SupportSyncOperation) {
+    SupportSyncOperation["UPSERT_CONTACT"] = "UPSERT_CONTACT";
+    SupportSyncOperation["CREATE_TICKET"] = "CREATE_TICKET";
+    SupportSyncOperation["UPDATE_TICKET"] = "UPDATE_TICKET";
+    SupportSyncOperation["ADD_PUBLIC_REPLY"] = "ADD_PUBLIC_REPLY";
+    SupportSyncOperation["ADD_INTERNAL_NOTE"] = "ADD_INTERNAL_NOTE";
+    SupportSyncOperation["ASSIGN_TICKET"] = "ASSIGN_TICKET";
+    SupportSyncOperation["CHANGE_STATUS"] = "CHANGE_STATUS";
+    SupportSyncOperation["ADD_ATTACHMENT"] = "ADD_ATTACHMENT";
+    SupportSyncOperation["CLOSE_TICKET"] = "CLOSE_TICKET";
+    SupportSyncOperation["REOPEN_TICKET"] = "REOPEN_TICKET";
+    /** Re-read the provider's copy to reconcile drift. Changes nothing outward. */
+    SupportSyncOperation["FETCH_TICKET"] = "FETCH_TICKET";
+})(SupportSyncOperation || (exports.SupportSyncOperation = SupportSyncOperation = {}));
+/**
+ * Operations that create something at the provider and therefore must never be
+ * blindly retried once the provider has answered 2xx.
+ *
+ * The same reasoning as a partner dispatch: a reply the customer has already
+ * been sent twice is a smaller harm than a duplicate ambulance, but it is still
+ * a harm, and an un-readable success is a question for a human.
+ */
+exports.CREATING_SUPPORT_SYNC_OPERATIONS = [
+    SupportSyncOperation.CREATE_TICKET,
+    SupportSyncOperation.ADD_PUBLIC_REPLY,
+    SupportSyncOperation.ADD_INTERNAL_NOTE,
+    SupportSyncOperation.ADD_ATTACHMENT,
+    SupportSyncOperation.UPSERT_CONTACT,
+];
+/** Where a synchronization row has got to. */
+var SupportSyncStatus;
+(function (SupportSyncStatus) {
+    /** Queued, waiting for the worker. */
+    SupportSyncStatus["PENDING"] = "PENDING";
+    /** Claimed by a worker and in flight. */
+    SupportSyncStatus["IN_PROGRESS"] = "IN_PROGRESS";
+    /** The provider accepted it. */
+    SupportSyncStatus["SUCCEEDED"] = "SUCCEEDED";
+    /** Failed and will be retried. */
+    SupportSyncStatus["FAILED"] = "FAILED";
+    /** Out of attempts, or permanently failed. Waiting for a human. */
+    SupportSyncStatus["DEAD_LETTER"] = "DEAD_LETTER";
+    /** Deliberately not attempted - the provider is NONE, or lacks the capability. */
+    SupportSyncStatus["SKIPPED"] = "SKIPPED";
+    /** Superseded by a later operation on the same entity before it ever ran. */
+    SupportSyncStatus["SUPERSEDED"] = "SUPERSEDED";
+})(SupportSyncStatus || (exports.SupportSyncStatus = SupportSyncStatus = {}));
+/** Synchronization rows that no longer represent outstanding work. */
+exports.TERMINAL_SUPPORT_SYNC_STATUSES = [
+    SupportSyncStatus.SUCCEEDED,
+    SupportSyncStatus.DEAD_LETTER,
+    SupportSyncStatus.SKIPPED,
+    SupportSyncStatus.SUPERSEDED,
+];
+/**
+ * Why a synchronization attempt failed, in a taxonomy shared by every adapter.
+ *
+ * This is the single place the retry policy is decided. An adapter classifies;
+ * it never chooses whether to retry, because "should we call the helpdesk
+ * again?" must not be answered differently by Zammad and Freshdesk.
+ */
+var SupportSyncFailureReason;
+(function (SupportSyncFailureReason) {
+    /** The credential was refused. Retrying with the same credential cannot help. */
+    SupportSyncFailureReason["AUTHENTICATION_FAILED"] = "AUTHENTICATION_FAILED";
+    /** The account lacks the permission or the feature. */
+    SupportSyncFailureReason["AUTHORIZATION_FAILED"] = "AUTHORIZATION_FAILED";
+    /** The provider could not read the request. A retry sends the same bytes. */
+    SupportSyncFailureReason["INVALID_PAYLOAD"] = "INVALID_PAYLOAD";
+    /** The provider-side record is gone. */
+    SupportSyncFailureReason["NOT_FOUND"] = "NOT_FOUND";
+    /** The provider said no on the merits. */
+    SupportSyncFailureReason["PROVIDER_REJECTED"] = "PROVIDER_REJECTED";
+    /** Throttled. Retry after the advertised delay. */
+    SupportSyncFailureReason["RATE_LIMITED"] = "RATE_LIMITED";
+    /** 5xx, connection refused, DNS - the provider is down or unreachable. */
+    SupportSyncFailureReason["PROVIDER_UNAVAILABLE"] = "PROVIDER_UNAVAILABLE";
+    /** The request timed out with no answer, so the outcome is unknown. */
+    SupportSyncFailureReason["TIMEOUT"] = "TIMEOUT";
+    /** The circuit breaker is open; nothing was sent. */
+    SupportSyncFailureReason["CIRCUIT_OPEN"] = "CIRCUIT_OPEN";
+    /** No provider is configured, or its credential reference is missing. */
+    SupportSyncFailureReason["PROVIDER_NOT_CONFIGURED"] = "PROVIDER_NOT_CONFIGURED";
+    /** A 2xx whose body could not be understood. Permanent, and a human must look. */
+    SupportSyncFailureReason["UNREADABLE_SUCCESS"] = "UNREADABLE_SUCCESS";
+    /** Anything unrecognised. Treated as transient. */
+    SupportSyncFailureReason["UNKNOWN"] = "UNKNOWN";
+})(SupportSyncFailureReason || (exports.SupportSyncFailureReason = SupportSyncFailureReason = {}));
+/**
+ * Failures a retry can never fix.
+ *
+ * Everything not listed here is transient, deliberately: a support message that
+ * arrives late is recoverable, and one that is dropped because an unfamiliar
+ * error looked fatal is not.
+ *
+ * UNREADABLE_SUCCESS is permanent for the opposite reason to the rest - the
+ * provider very likely DID accept it, and repeating a create would duplicate a
+ * ticket or double-send a reply to a customer.
+ */
+exports.PERMANENT_SUPPORT_SYNC_FAILURE_REASONS = [
+    SupportSyncFailureReason.AUTHORIZATION_FAILED,
+    SupportSyncFailureReason.INVALID_PAYLOAD,
+    SupportSyncFailureReason.PROVIDER_REJECTED,
+    SupportSyncFailureReason.UNREADABLE_SUCCESS,
+];
+/** How a provider webhook delivery was handled. */
+var SupportWebhookStatus;
+(function (SupportWebhookStatus) {
+    SupportWebhookStatus["RECEIVED"] = "RECEIVED";
+    SupportWebhookStatus["PROCESSED"] = "PROCESSED";
+    /** A duplicate delivery of an event already applied. */
+    SupportWebhookStatus["DUPLICATE"] = "DUPLICATE";
+    /** Understood, and deliberately not acted on (an echo of our own write). */
+    SupportWebhookStatus["IGNORED"] = "IGNORED";
+    /** Signature verification failed. Never processed. */
+    SupportWebhookStatus["REJECTED"] = "REJECTED";
+    SupportWebhookStatus["FAILED"] = "FAILED";
+})(SupportWebhookStatus || (exports.SupportWebhookStatus = SupportWebhookStatus = {}));
+//# sourceMappingURL=support-sync.enum.js.map

package/dist/cjs/modules/support/enums/support-sync.enum.js.map

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package/dist/cjs/modules/support/enums/support-ticket-channel.enum.js

@@ -0,0 +1,36 @@
+"use strict";
+Object.defineProperty(exports, "__esModule", { value: true });
+exports.SupportTicketSource = exports.SupportTicketChannel = void 0;
+/** How a ticket reached Clarion. */
+var SupportTicketChannel;
+(function (SupportTicketChannel) {
+    /** The Flutter customer app. */
+    SupportTicketChannel["MOBILE_APP"] = "MOBILE_APP";
+    /** The Angular admin / web application. */
+    SupportTicketChannel["WEB_APP"] = "WEB_APP";
+    /** Raised by an agent on a customer's behalf, e.g. after a phone call. */
+    SupportTicketChannel["AGENT_PORTAL"] = "AGENT_PORTAL";
+    /** Arrived at the helpdesk directly - an email to the support address - and synced in. */
+    SupportTicketChannel["PROVIDER"] = "PROVIDER";
+    SupportTicketChannel["EMAIL"] = "EMAIL";
+    SupportTicketChannel["PHONE"] = "PHONE";
+    SupportTicketChannel["SMS"] = "SMS";
+    SupportTicketChannel["CHAT"] = "CHAT";
+    /** Created by the platform itself, e.g. converted from customer feedback. */
+    SupportTicketChannel["SYSTEM"] = "SYSTEM";
+    SupportTicketChannel["API"] = "API";
+})(SupportTicketChannel || (exports.SupportTicketChannel = SupportTicketChannel = {}));
+/** Who or what caused the ticket to exist. Orthogonal to the channel it arrived on. */
+var SupportTicketSource;
+(function (SupportTicketSource) {
+    SupportTicketSource["CUSTOMER"] = "CUSTOMER";
+    SupportTicketSource["AGENT"] = "AGENT";
+    SupportTicketSource["SYSTEM"] = "SYSTEM";
+    /** Promoted from a piece of customer feedback; keeps `feedback.convertedTicketId`. */
+    SupportTicketSource["FEEDBACK_CONVERSION"] = "FEEDBACK_CONVERSION";
+    /** Found in the helpdesk during a sync or reconciliation, with no Clarion origin. */
+    SupportTicketSource["PROVIDER_SYNC"] = "PROVIDER_SYNC";
+    /** Escalated out of a chat conversation. */
+    SupportTicketSource["CHAT_ESCALATION"] = "CHAT_ESCALATION";
+})(SupportTicketSource || (exports.SupportTicketSource = SupportTicketSource = {}));
+//# sourceMappingURL=support-ticket-channel.enum.js.map

package/dist/cjs/modules/support/enums/support-ticket-channel.enum.js.map

@@ -0,0 +1 @@
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package/dist/cjs/modules/support/enums/support-ticket-message.enum.js

@@ -0,0 +1,54 @@
+"use strict";
+Object.defineProperty(exports, "__esModule", { value: true });
+exports.SupportMessageOrigin = exports.SupportMessageAuthorType = exports.CUSTOMER_VISIBLE_SUPPORT_MESSAGE_TYPES = exports.SupportTicketMessageType = void 0;
+/**
+ * What kind of entry a ticket message is.
+ *
+ * INTERNAL_NOTE is the load-bearing member: it is the only value that must
+ * never be visible to a customer, and every customer-facing read path filters
+ * on this enum rather than on a boolean somebody might forget to set.
+ */
+var SupportTicketMessageType;
+(function (SupportTicketMessageType) {
+    /** Written by the customer. */
+    SupportTicketMessageType["CUSTOMER_MESSAGE"] = "CUSTOMER_MESSAGE";
+    /** Written by an agent and addressed to the customer. */
+    SupportTicketMessageType["AGENT_REPLY"] = "AGENT_REPLY";
+    /** Agent to agent. NEVER returned on a customer-facing endpoint. */
+    SupportTicketMessageType["INTERNAL_NOTE"] = "INTERNAL_NOTE";
+    /** Generated by Clarion, e.g. a first-response target being missed. */
+    SupportTicketMessageType["SYSTEM_MESSAGE"] = "SYSTEM_MESSAGE";
+    /** A recorded state change, rendered inline in the conversation. */
+    SupportTicketMessageType["STATUS_MESSAGE"] = "STATUS_MESSAGE";
+})(SupportTicketMessageType || (exports.SupportTicketMessageType = SupportTicketMessageType = {}));
+/**
+ * The only message types a customer may ever be shown.
+ *
+ * Read this list rather than negating INTERNAL_NOTE: a message type added later
+ * is then invisible to customers until somebody decides otherwise, which is the
+ * safe direction for the mistake to fall.
+ */
+exports.CUSTOMER_VISIBLE_SUPPORT_MESSAGE_TYPES = [
+    SupportTicketMessageType.CUSTOMER_MESSAGE,
+    SupportTicketMessageType.AGENT_REPLY,
+    SupportTicketMessageType.SYSTEM_MESSAGE,
+    SupportTicketMessageType.STATUS_MESSAGE,
+];
+/** Who wrote a message. Separate from the type, so a system note stays attributable. */
+var SupportMessageAuthorType;
+(function (SupportMessageAuthorType) {
+    SupportMessageAuthorType["CUSTOMER"] = "CUSTOMER";
+    SupportMessageAuthorType["AGENT"] = "AGENT";
+    SupportMessageAuthorType["SYSTEM"] = "SYSTEM";
+    /** Authored in the helpdesk by somebody with no Clarion user id. */
+    SupportMessageAuthorType["PROVIDER_AGENT"] = "PROVIDER_AGENT";
+})(SupportMessageAuthorType || (exports.SupportMessageAuthorType = SupportMessageAuthorType = {}));
+/** Where a message originated, which decides whether it needs mirroring outward. */
+var SupportMessageOrigin;
+(function (SupportMessageOrigin) {
+    /** Written in Clarion. Must be pushed to the provider. */
+    SupportMessageOrigin["CLARION"] = "CLARION";
+    /** Arrived from the provider. Must never be pushed back. */
+    SupportMessageOrigin["PROVIDER"] = "PROVIDER";
+})(SupportMessageOrigin || (exports.SupportMessageOrigin = SupportMessageOrigin = {}));
+//# sourceMappingURL=support-ticket-message.enum.js.map

package/dist/cjs/modules/support/enums/support-ticket-message.enum.js.map

@@ -0,0 +1 @@
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package/dist/cjs/modules/support/enums/support-ticket-priority.enum.js

@@ -0,0 +1,41 @@
+"use strict";
+Object.defineProperty(exports, "__esModule", { value: true });
+exports.SUPPORT_TICKET_PRIORITY_RANK = exports.SUPPORT_TICKET_PRIORITY_ORDER = exports.SupportTicketPriority = void 0;
+/**
+ * How urgently a ticket needs answering.
+ *
+ * CRITICAL exists because this is an emergency-response platform: "the panic
+ * button does not reach the control room" is not the same class of problem as
+ * "the invoice PDF has the wrong logo", and a support desk that cannot say so
+ * will end up treating them the same.
+ */
+var SupportTicketPriority;
+(function (SupportTicketPriority) {
+    /** Emergency response is impaired for a live tenant. */
+    SupportTicketPriority["CRITICAL"] = "CRITICAL";
+    /** A core workflow is broken with no workaround. */
+    SupportTicketPriority["URGENT"] = "URGENT";
+    /** A significant problem with a workaround. */
+    SupportTicketPriority["HIGH"] = "HIGH";
+    /** The default. */
+    SupportTicketPriority["NORMAL"] = "NORMAL";
+    /** A question, or something cosmetic. */
+    SupportTicketPriority["LOW"] = "LOW";
+})(SupportTicketPriority || (exports.SupportTicketPriority = SupportTicketPriority = {}));
+/** Most urgent first. Used to order a queue and to order report axes. */
+exports.SUPPORT_TICKET_PRIORITY_ORDER = [
+    SupportTicketPriority.CRITICAL,
+    SupportTicketPriority.URGENT,
+    SupportTicketPriority.HIGH,
+    SupportTicketPriority.NORMAL,
+    SupportTicketPriority.LOW,
+];
+/** Numeric rank for sorting in SQL and in the client. Lower is more urgent. */
+exports.SUPPORT_TICKET_PRIORITY_RANK = {
+    [SupportTicketPriority.CRITICAL]: 0,
+    [SupportTicketPriority.URGENT]: 1,
+    [SupportTicketPriority.HIGH]: 2,
+    [SupportTicketPriority.NORMAL]: 3,
+    [SupportTicketPriority.LOW]: 4,
+};
+//# sourceMappingURL=support-ticket-priority.enum.js.map

package/dist/cjs/modules/support/enums/support-ticket-priority.enum.js.map

@@ -0,0 +1 @@
+{"version":3,"file":"support-ticket-priority.enum.js","sourceRoot":"","sources":["../../../../../src/modules/support/enums/support-ticket-priority.enum.ts"],"names":[],"mappings":";;;AAAA;;;;;;;GAOG;AACH,IAAY,qBAWX;AAXD,WAAY,qBAAqB;IAC7B,wDAAwD;IACxD,8CAAqB,CAAA;IACrB,oDAAoD;IACpD,0CAAiB,CAAA;IACjB,+CAA+C;IAC/C,sCAAa,CAAA;IACb,mBAAmB;IACnB,0CAAiB,CAAA;IACjB,yCAAyC;IACzC,oCAAW,CAAA;AACf,CAAC,EAXW,qBAAqB,qCAArB,qBAAqB,QAWhC;AAED,yEAAyE;AAC5D,QAAA,6BAA6B,GAAqC;IAC3E,qBAAqB,CAAC,QAAQ;IAC9B,qBAAqB,CAAC,MAAM;IAC5B,qBAAqB,CAAC,IAAI;IAC1B,qBAAqB,CAAC,MAAM;IAC5B,qBAAqB,CAAC,GAAG;CAC5B,CAAC;AAEF,+EAA+E;AAClE,QAAA,4BAA4B,GAAoD;IACzF,CAAC,qBAAqB,CAAC,QAAQ,CAAC,EAAE,CAAC;IACnC,CAAC,qBAAqB,CAAC,MAAM,CAAC,EAAE,CAAC;IACjC,CAAC,qBAAqB,CAAC,IAAI,CAAC,EAAE,CAAC;IAC/B,CAAC,qBAAqB,CAAC,MAAM,CAAC,EAAE,CAAC;IACjC,CAAC,qBAAqB,CAAC,GAAG,CAAC,EAAE,CAAC;CACjC,CAAC"}

package/dist/cjs/modules/support/enums/support-ticket-status.enum.js

@@ -0,0 +1,138 @@
+"use strict";
+Object.defineProperty(exports, "__esModule", { value: true });
+exports.SUPPORT_TICKET_TRANSITIONS = exports.SLA_STOPPED_SUPPORT_TICKET_STATUSES = exports.SLA_PAUSED_SUPPORT_TICKET_STATUSES = exports.ACTIVE_SUPPORT_TICKET_STATUSES = exports.TERMINAL_SUPPORT_TICKET_STATUSES = exports.SupportTicketStatus = void 0;
+/**
+ * Lifecycle of a support ticket inside Clarion.
+ *
+ * Clarion owns this state machine even when a helpdesk is the operational
+ * source of truth for agent workflow: a provider status arriving over a webhook
+ * is MAPPED onto one of these and then validated like any other transition, so
+ * a vendor can never put a Clarion ticket into a state the domain does not
+ * recognise.
+ *
+ * Nothing here is a free-text string, and no code outside
+ * {@link SUPPORT_TICKET_TRANSITIONS} decides whether a move is allowed.
+ */
+var SupportTicketStatus;
+(function (SupportTicketStatus) {
+    /** Created and not yet triaged. The only entry state. */
+    SupportTicketStatus["NEW"] = "NEW";
+    /** Triaged into a queue; nobody has picked it up. */
+    SupportTicketStatus["OPEN"] = "OPEN";
+    /** An agent owns it but has not started. */
+    SupportTicketStatus["ASSIGNED"] = "ASSIGNED";
+    /** An agent is actively working it. */
+    SupportTicketStatus["IN_PROGRESS"] = "IN_PROGRESS";
+    /** Waiting for the customer. SLA clocks pause here. */
+    SupportTicketStatus["WAITING_ON_CUSTOMER"] = "WAITING_ON_CUSTOMER";
+    /** Waiting on another Clarion team. Clocks keep running - this delay is ours. */
+    SupportTicketStatus["WAITING_ON_INTERNAL_TEAM"] = "WAITING_ON_INTERNAL_TEAM";
+    /** The agent believes it is done; the customer has not confirmed. */
+    SupportTicketStatus["RESOLVED"] = "RESOLVED";
+    /** Finished. Reopening is possible and is recorded as such. */
+    SupportTicketStatus["CLOSED"] = "CLOSED";
+    /** Reopened after being closed. Distinct from OPEN so reopen rate is measurable. */
+    SupportTicketStatus["REOPENED"] = "REOPENED";
+    /** Withdrawn before any work happened - a duplicate, or raised by mistake. */
+    SupportTicketStatus["CANCELLED"] = "CANCELLED";
+})(SupportTicketStatus || (exports.SupportTicketStatus = SupportTicketStatus = {}));
+/** States from which no further transition is allowed. */
+exports.TERMINAL_SUPPORT_TICKET_STATUSES = [
+    SupportTicketStatus.CANCELLED,
+];
+/** States a customer still counts as open on their own ticket list. */
+exports.ACTIVE_SUPPORT_TICKET_STATUSES = [
+    SupportTicketStatus.NEW,
+    SupportTicketStatus.OPEN,
+    SupportTicketStatus.ASSIGNED,
+    SupportTicketStatus.IN_PROGRESS,
+    SupportTicketStatus.WAITING_ON_CUSTOMER,
+    SupportTicketStatus.WAITING_ON_INTERNAL_TEAM,
+    SupportTicketStatus.REOPENED,
+];
+/** States in which an SLA clock is deliberately not running. */
+exports.SLA_PAUSED_SUPPORT_TICKET_STATUSES = [
+    SupportTicketStatus.WAITING_ON_CUSTOMER,
+];
+/** States that stop every SLA clock for good. */
+exports.SLA_STOPPED_SUPPORT_TICKET_STATUSES = [
+    SupportTicketStatus.RESOLVED,
+    SupportTicketStatus.CLOSED,
+    SupportTicketStatus.CANCELLED,
+];
+/**
+ * Every transition the domain permits, keyed by the state being left.
+ *
+ * Deliberately more permissive in a few places than a textbook happy path, and
+ * each one is a real support-desk behaviour rather than a convenience:
+ *
+ *  - Any live state may go straight to RESOLVED. An agent who fixes something
+ *    while a ticket is merely OPEN should not have to assign it to themselves
+ *    first in order to say so.
+ *  - Any live state may go to CANCELLED. Duplicates are noticed at every stage.
+ *  - RESOLVED may go back to IN_PROGRESS. A customer who says it did not work
+ *    before the ticket auto-closes has not reopened a closed ticket, and
+ *    counting that as a reopen would overstate the reopen rate.
+ *  - CLOSED may only become REOPENED, so every return from closed is counted.
+ */
+exports.SUPPORT_TICKET_TRANSITIONS = {
+    [SupportTicketStatus.NEW]: [
+        SupportTicketStatus.OPEN,
+        SupportTicketStatus.ASSIGNED,
+        SupportTicketStatus.IN_PROGRESS,
+        SupportTicketStatus.RESOLVED,
+        SupportTicketStatus.CANCELLED,
+    ],
+    [SupportTicketStatus.OPEN]: [
+        SupportTicketStatus.ASSIGNED,
+        SupportTicketStatus.IN_PROGRESS,
+        SupportTicketStatus.WAITING_ON_CUSTOMER,
+        SupportTicketStatus.WAITING_ON_INTERNAL_TEAM,
+        SupportTicketStatus.RESOLVED,
+        SupportTicketStatus.CANCELLED,
+    ],
+    [SupportTicketStatus.ASSIGNED]: [
+        SupportTicketStatus.OPEN,
+        SupportTicketStatus.IN_PROGRESS,
+        SupportTicketStatus.WAITING_ON_CUSTOMER,
+        SupportTicketStatus.WAITING_ON_INTERNAL_TEAM,
+        SupportTicketStatus.RESOLVED,
+        SupportTicketStatus.CANCELLED,
+    ],
+    [SupportTicketStatus.IN_PROGRESS]: [
+        SupportTicketStatus.ASSIGNED,
+        SupportTicketStatus.WAITING_ON_CUSTOMER,
+        SupportTicketStatus.WAITING_ON_INTERNAL_TEAM,
+        SupportTicketStatus.RESOLVED,
+        SupportTicketStatus.CANCELLED,
+    ],
+    [SupportTicketStatus.WAITING_ON_CUSTOMER]: [
+        SupportTicketStatus.IN_PROGRESS,
+        SupportTicketStatus.WAITING_ON_INTERNAL_TEAM,
+        SupportTicketStatus.RESOLVED,
+        SupportTicketStatus.CLOSED,
+        SupportTicketStatus.CANCELLED,
+    ],
+    [SupportTicketStatus.WAITING_ON_INTERNAL_TEAM]: [
+        SupportTicketStatus.IN_PROGRESS,
+        SupportTicketStatus.WAITING_ON_CUSTOMER,
+        SupportTicketStatus.RESOLVED,
+        SupportTicketStatus.CANCELLED,
+    ],
+    [SupportTicketStatus.RESOLVED]: [
+        SupportTicketStatus.CLOSED,
+        SupportTicketStatus.IN_PROGRESS,
+        SupportTicketStatus.REOPENED,
+    ],
+    [SupportTicketStatus.CLOSED]: [SupportTicketStatus.REOPENED],
+    [SupportTicketStatus.REOPENED]: [
+        SupportTicketStatus.ASSIGNED,
+        SupportTicketStatus.IN_PROGRESS,
+        SupportTicketStatus.WAITING_ON_CUSTOMER,
+        SupportTicketStatus.WAITING_ON_INTERNAL_TEAM,
+        SupportTicketStatus.RESOLVED,
+        SupportTicketStatus.CANCELLED,
+    ],
+    [SupportTicketStatus.CANCELLED]: [],
+};
+//# sourceMappingURL=support-ticket-status.enum.js.map

package/dist/cjs/modules/support/enums/support-ticket-status.enum.js.map

@@ -0,0 +1 @@
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package/dist/cjs/modules/support/index.js

@@ -0,0 +1,60 @@
+"use strict";
+var __createBinding = (this && this.__createBinding) || (Object.create ? (function(o, m, k, k2) {
+    if (k2 === undefined) k2 = k;
+    var desc = Object.getOwnPropertyDescriptor(m, k);
+    if (!desc || ("get" in desc ? !m.__esModule : desc.writable || desc.configurable)) {
+      desc = { enumerable: true, get: function() { return m[k]; } };
+    }
+    Object.defineProperty(o, k2, desc);
+}) : (function(o, m, k, k2) {
+    if (k2 === undefined) k2 = k;
+    o[k2] = m[k];
+}));
+var __exportStar = (this && this.__exportStar) || function(m, exports) {
+    for (var p in m) if (p !== "default" && !Object.prototype.hasOwnProperty.call(exports, p)) __createBinding(exports, m, p);
+};
+Object.defineProperty(exports, "__esModule", { value: true });
+// Enums
+__exportStar(require("./enums/support-provider-code.enum"), exports);
+__exportStar(require("./enums/support-ticket-status.enum"), exports);
+__exportStar(require("./enums/support-ticket-priority.enum"), exports);
+__exportStar(require("./enums/support-ticket-channel.enum"), exports);
+__exportStar(require("./enums/support-ticket-message.enum"), exports);
+__exportStar(require("./enums/support-sla.enum"), exports);
+__exportStar(require("./enums/support-feedback.enum"), exports);
+__exportStar(require("./enums/support-related-entity-type.enum"), exports);
+__exportStar(require("./enums/support-sync.enum"), exports);
+__exportStar(require("./enums/support-audit-action.enum"), exports);
+__exportStar(require("./enums/support-routing.enum"), exports);
+// Interfaces
+__exportStar(require("./interfaces/support-ticket"), exports);
+__exportStar(require("./interfaces/support-ticket-message"), exports);
+__exportStar(require("./interfaces/support-configuration"), exports);
+__exportStar(require("./interfaces/customer-feedback"), exports);
+__exportStar(require("./interfaces/support-provider-descriptor"), exports);
+__exportStar(require("./interfaces/support-sync"), exports);
+__exportStar(require("./interfaces/support-events"), exports);
+__exportStar(require("./interfaces/support-realtime"), exports);
+__exportStar(require("./interfaces/support-reports"), exports);
+// Constants
+__exportStar(require("./constants/support-defaults.const"), exports);
+__exportStar(require("./constants/support-kafka.const"), exports);
+// DTOs
+__exportStar(require("./dtos/support-related-entity.dto"), exports);
+__exportStar(require("./dtos/create-support-ticket.dto"), exports);
+__exportStar(require("./dtos/support-ticket-actions.dto"), exports);
+__exportStar(require("./dtos/create-support-ticket-message.dto"), exports);
+__exportStar(require("./dtos/support-ticket-query.dto"), exports);
+__exportStar(require("./dtos/customer-feedback.dto"), exports);
+__exportStar(require("./dtos/support-configuration.dto"), exports);
+__exportStar(require("./dtos/support-sync.dto"), exports);
+__exportStar(require("./dtos/support-report-query.dto"), exports);
+// Utilities
+__exportStar(require("./utils/support-ticket-number.util"), exports);
+__exportStar(require("./utils/support-status.util"), exports);
+__exportStar(require("./utils/support-redaction.util"), exports);
+__exportStar(require("./utils/support-sla.util"), exports);
+__exportStar(require("./utils/support-sync.util"), exports);
+__exportStar(require("./utils/support-feedback.util"), exports);
+__exportStar(require("./utils/support-routing.util"), exports);
+//# sourceMappingURL=index.js.map

package/dist/cjs/modules/support/index.js.map

@@ -0,0 +1 @@
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package/dist/cjs/modules/support/interfaces/customer-feedback.js

@@ -0,0 +1,3 @@
+"use strict";
+Object.defineProperty(exports, "__esModule", { value: true });
+//# sourceMappingURL=customer-feedback.js.map

package/dist/cjs/modules/support/interfaces/customer-feedback.js.map

@@ -0,0 +1 @@
+{"version":3,"file":"customer-feedback.js","sourceRoot":"","sources":["../../../../../src/modules/support/interfaces/customer-feedback.ts"],"names":[],"mappings":""}

package/dist/cjs/modules/support/interfaces/support-configuration.js

@@ -0,0 +1,3 @@
+"use strict";
+Object.defineProperty(exports, "__esModule", { value: true });
+//# sourceMappingURL=support-configuration.js.map

package/dist/cjs/modules/support/interfaces/support-configuration.js.map

@@ -0,0 +1 @@
+{"version":3,"file":"support-configuration.js","sourceRoot":"","sources":["../../../../../src/modules/support/interfaces/support-configuration.ts"],"names":[],"mappings":""}

package/dist/cjs/modules/support/interfaces/support-events.js

@@ -0,0 +1,3 @@
+"use strict";
+Object.defineProperty(exports, "__esModule", { value: true });
+//# sourceMappingURL=support-events.js.map

package/dist/cjs/modules/support/interfaces/support-events.js.map

@@ -0,0 +1 @@
+{"version":3,"file":"support-events.js","sourceRoot":"","sources":["../../../../../src/modules/support/interfaces/support-events.ts"],"names":[],"mappings":""}

package/dist/cjs/modules/support/interfaces/support-provider-descriptor.js

@@ -0,0 +1,3 @@
+"use strict";
+Object.defineProperty(exports, "__esModule", { value: true });
+//# sourceMappingURL=support-provider-descriptor.js.map

package/dist/cjs/modules/support/interfaces/support-provider-descriptor.js.map

@@ -0,0 +1 @@
+{"version":3,"file":"support-provider-descriptor.js","sourceRoot":"","sources":["../../../../../src/modules/support/interfaces/support-provider-descriptor.ts"],"names":[],"mappings":""}

package/dist/cjs/modules/support/interfaces/support-realtime.js

@@ -0,0 +1,18 @@
+"use strict";
+Object.defineProperty(exports, "__esModule", { value: true });
+exports.SupportRealtimeEventType = void 0;
+/** What a live support update is about. */
+var SupportRealtimeEventType;
+(function (SupportRealtimeEventType) {
+    SupportRealtimeEventType["TICKET_CREATED"] = "support.ticket.created";
+    SupportRealtimeEventType["TICKET_UPDATED"] = "support.ticket.updated";
+    SupportRealtimeEventType["TICKET_STATUS_CHANGED"] = "support.ticket.status.changed";
+    SupportRealtimeEventType["TICKET_PRIORITY_CHANGED"] = "support.ticket.priority.changed";
+    SupportRealtimeEventType["TICKET_ASSIGNED"] = "support.ticket.assigned";
+    SupportRealtimeEventType["TICKET_MESSAGE_CREATED"] = "support.ticket.message.created";
+    SupportRealtimeEventType["TICKET_SLA_CHANGED"] = "support.ticket.sla.changed";
+    SupportRealtimeEventType["TICKET_SYNC_CHANGED"] = "support.ticket.sync.changed";
+    SupportRealtimeEventType["FEEDBACK_CREATED"] = "support.feedback.created";
+    SupportRealtimeEventType["FEEDBACK_RESPONDED"] = "support.feedback.responded";
+})(SupportRealtimeEventType || (exports.SupportRealtimeEventType = SupportRealtimeEventType = {}));
+//# sourceMappingURL=support-realtime.js.map

package/dist/cjs/modules/support/interfaces/support-realtime.js.map

@@ -0,0 +1 @@
+{"version":3,"file":"support-realtime.js","sourceRoot":"","sources":["../../../../../src/modules/support/interfaces/support-realtime.ts"],"names":[],"mappings":";;;AAKA,2CAA2C;AAC3C,IAAY,wBAWX;AAXD,WAAY,wBAAwB;IAChC,qEAAyC,CAAA;IACzC,qEAAyC,CAAA;IACzC,mFAAuD,CAAA;IACvD,uFAA2D,CAAA;IAC3D,uEAA2C,CAAA;IAC3C,qFAAyD,CAAA;IACzD,6EAAiD,CAAA;IACjD,+EAAmD,CAAA;IACnD,yEAA6C,CAAA;IAC7C,6EAAiD,CAAA;AACrD,CAAC,EAXW,wBAAwB,wCAAxB,wBAAwB,QAWnC"}

package/dist/cjs/modules/support/interfaces/support-reports.js

@@ -0,0 +1,3 @@
+"use strict";
+Object.defineProperty(exports, "__esModule", { value: true });
+//# sourceMappingURL=support-reports.js.map

package/dist/cjs/modules/support/interfaces/support-reports.js.map

@@ -0,0 +1 @@
+{"version":3,"file":"support-reports.js","sourceRoot":"","sources":["../../../../../src/modules/support/interfaces/support-reports.ts"],"names":[],"mappings":""}

package/dist/cjs/modules/support/interfaces/support-sync.js

@@ -0,0 +1,3 @@
+"use strict";
+Object.defineProperty(exports, "__esModule", { value: true });
+//# sourceMappingURL=support-sync.js.map