grm-shared-library 1.1.201 → 1.1.203

package/dist/cjs/modules/support/utils/support-status.util.js

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+"use strict";
+Object.defineProperty(exports, "__esModule", { value: true });
+exports.canTransitionSupportTicket = canTransitionSupportTicket;
+exports.allowedSupportTicketTransitions = allowedSupportTicketTransitions;
+exports.isTerminalSupportTicketStatus = isTerminalSupportTicketStatus;
+exports.isActiveSupportTicketStatus = isActiveSupportTicketStatus;
+exports.isSlaPausedStatus = isSlaPausedStatus;
+exports.isSlaStoppedStatus = isSlaStoppedStatus;
+exports.customerMayReply = customerMayReply;
+exports.statusAfterCustomerReply = statusAfterCustomerReply;
+exports.canTransitionCustomerFeedback = canTransitionCustomerFeedback;
+exports.allowedCustomerFeedbackTransitions = allowedCustomerFeedbackTransitions;
+const support_feedback_enum_1 = require("../enums/support-feedback.enum");
+const support_ticket_status_enum_1 = require("../enums/support-ticket-status.enum");
+/**
+ * Whether a ticket may move from one state to another.
+ *
+ * The single authority. Controllers, services, webhook handlers and the
+ * reconciliation job all ask this rather than each carrying their own idea of
+ * what is legal - which is what stops a provider webhook quietly doing
+ * something no Clarion user could do.
+ *
+ * A move to the SAME state is allowed and is a no-op, because a provider that
+ * re-sends its current status should not be an error.
+ */
+function canTransitionSupportTicket(from, to) {
+    if (from === to)
+        return true;
+    const allowed = support_ticket_status_enum_1.SUPPORT_TICKET_TRANSITIONS[from];
+    return Array.isArray(allowed) && allowed.includes(to);
+}
+/** The states a ticket may legally move to right now. Drives the admin's buttons. */
+function allowedSupportTicketTransitions(from) {
+    var _a;
+    return (_a = support_ticket_status_enum_1.SUPPORT_TICKET_TRANSITIONS[from]) !== null && _a !== void 0 ? _a : [];
+}
+function isTerminalSupportTicketStatus(status) {
+    return support_ticket_status_enum_1.TERMINAL_SUPPORT_TICKET_STATUSES.includes(status);
+}
+function isActiveSupportTicketStatus(status) {
+    return support_ticket_status_enum_1.ACTIVE_SUPPORT_TICKET_STATUSES.includes(status);
+}
+/** True while an SLA clock should be stopped but may still resume. */
+function isSlaPausedStatus(status) {
+    return support_ticket_status_enum_1.SLA_PAUSED_SUPPORT_TICKET_STATUSES.includes(status);
+}
+/** True once the clocks stop for good. */
+function isSlaStoppedStatus(status) {
+    return support_ticket_status_enum_1.SLA_STOPPED_SUPPORT_TICKET_STATUSES.includes(status);
+}
+/**
+ * Whether a customer may reply on a ticket in this state.
+ *
+ * A CANCELLED ticket is closed to further conversation; everything else, CLOSED
+ * included, accepts a reply - and a reply to a closed ticket reopens it, which
+ * is what a customer expects and what stops them raising a duplicate.
+ */
+function customerMayReply(status) {
+    return status !== support_ticket_status_enum_1.SupportTicketStatus.CANCELLED;
+}
+/**
+ * The state a customer reply should move a ticket into, or null to leave it.
+ *
+ * CLOSED becomes REOPENED, which is counted. RESOLVED goes back to IN_PROGRESS,
+ * which is not - the ticket was never finished from the customer's point of
+ * view, and calling that a reopen would inflate the reopen rate with tickets
+ * that simply were not fixed yet. WAITING_ON_CUSTOMER becomes IN_PROGRESS,
+ * because the wait is over.
+ */
+function statusAfterCustomerReply(status) {
+    switch (status) {
+        case support_ticket_status_enum_1.SupportTicketStatus.CLOSED:
+            return support_ticket_status_enum_1.SupportTicketStatus.REOPENED;
+        case support_ticket_status_enum_1.SupportTicketStatus.RESOLVED:
+        case support_ticket_status_enum_1.SupportTicketStatus.WAITING_ON_CUSTOMER:
+            return support_ticket_status_enum_1.SupportTicketStatus.IN_PROGRESS;
+        default:
+            return null;
+    }
+}
+/** Whether a piece of feedback may move from one state to another. */
+function canTransitionCustomerFeedback(from, to) {
+    if (from === to)
+        return true;
+    const allowed = support_feedback_enum_1.CUSTOMER_FEEDBACK_TRANSITIONS[from];
+    return Array.isArray(allowed) && allowed.includes(to);
+}
+/** The states a piece of feedback may legally move to right now. */
+function allowedCustomerFeedbackTransitions(from) {
+    var _a;
+    return (_a = support_feedback_enum_1.CUSTOMER_FEEDBACK_TRANSITIONS[from]) !== null && _a !== void 0 ? _a : [];
+}
+//# sourceMappingURL=support-status.util.js.map

package/dist/cjs/modules/support/utils/support-status.util.js.map

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package/dist/cjs/modules/support/utils/support-sync.util.js

@@ -0,0 +1,151 @@
+"use strict";
+Object.defineProperty(exports, "__esModule", { value: true });
+exports.classifySupportHttpStatus = classifySupportHttpStatus;
+exports.isPermanentSupportSyncFailure = isPermanentSupportSyncFailure;
+exports.computeSupportRetryDelaySeconds = computeSupportRetryDelaySeconds;
+exports.computeSupportNextAttemptAt = computeSupportNextAttemptAt;
+exports.fingerprintSupportPayload = fingerprintSupportPayload;
+exports.isSupportCircuitOpen = isSupportCircuitOpen;
+exports.nextSupportCircuitState = nextSupportCircuitState;
+const support_defaults_const_1 = require("../constants/support-defaults.const");
+const support_sync_enum_1 = require("../enums/support-sync.enum");
+/**
+ * Translate a helpdesk HTTP status into the shared failure taxonomy.
+ *
+ * The single place the retry policy is decided, because "should we call the
+ * helpdesk again?" must not be answered differently by the Zammad adapter and
+ * the Freshdesk one. Anything unrecognised is TRANSIENT: a support message that
+ * arrives late is recoverable, one dropped because an unfamiliar status looked
+ * fatal is not.
+ *
+ * The one place that reasoning inverts is a 2xx nobody could parse. The
+ * provider accepted the request, so re-sending would create a second ticket or
+ * show the customer the same reply twice - see UNREADABLE_SUCCESS, which the
+ * adapter raises directly rather than through this function.
+ */
+function classifySupportHttpStatus(status) {
+    if (status === undefined)
+        return support_sync_enum_1.SupportSyncFailureReason.TIMEOUT;
+    if (status >= 200 && status < 300)
+        return support_sync_enum_1.SupportSyncFailureReason.UNREADABLE_SUCCESS;
+    if (status === 400 || status === 422)
+        return support_sync_enum_1.SupportSyncFailureReason.INVALID_PAYLOAD;
+    if (status === 401)
+        return support_sync_enum_1.SupportSyncFailureReason.AUTHENTICATION_FAILED;
+    if (status === 403)
+        return support_sync_enum_1.SupportSyncFailureReason.AUTHORIZATION_FAILED;
+    // 404 is TRANSIENT on purpose. A genuinely wrong path exhausts its attempts
+    // in a few minutes and costs nothing; a 404 from an ingress mid-deploy is
+    // common, and treating that as permanent would silently drop a reply the
+    // customer is waiting for.
+    if (status === 404)
+        return support_sync_enum_1.SupportSyncFailureReason.PROVIDER_UNAVAILABLE;
+    if (status === 409)
+        return support_sync_enum_1.SupportSyncFailureReason.PROVIDER_REJECTED;
+    if (status === 429)
+        return support_sync_enum_1.SupportSyncFailureReason.RATE_LIMITED;
+    if (status >= 500)
+        return support_sync_enum_1.SupportSyncFailureReason.PROVIDER_UNAVAILABLE;
+    if (status >= 400)
+        return support_sync_enum_1.SupportSyncFailureReason.PROVIDER_REJECTED;
+    return support_sync_enum_1.SupportSyncFailureReason.UNKNOWN;
+}
+/**
+ * Whether a failure can ever succeed on a retry.
+ *
+ * AUTHENTICATION_FAILED is deliberately NOT permanent: a rotated credential
+ * that has not propagated to every pod yet fails this way, and refusing to try
+ * again would strand every queued reply until somebody noticed. It is capped by
+ * `maxAttempts` like anything else.
+ */
+function isPermanentSupportSyncFailure(reason) {
+    return support_sync_enum_1.PERMANENT_SUPPORT_SYNC_FAILURE_REASONS.includes(reason);
+}
+/**
+ * When to try again, with exponential backoff and jitter.
+ *
+ * The jitter matters more than it looks: when a helpdesk comes back after an
+ * outage, every queued row is due at once, and a synchronized stampede is how a
+ * recovering server is knocked over a second time.
+ *
+ * `randomFraction` is injected rather than read from Math.random so the
+ * function stays pure and its tests stay deterministic.
+ */
+function computeSupportRetryDelaySeconds(attempts, options = {}) {
+    var _a, _b, _c, _d;
+    const base = (_a = options.baseSeconds) !== null && _a !== void 0 ? _a : support_defaults_const_1.SUPPORT_SYNC_DEFAULTS.RETRY_BASE_SECONDS;
+    const max = (_b = options.maxSeconds) !== null && _b !== void 0 ? _b : support_defaults_const_1.SUPPORT_SYNC_DEFAULTS.RETRY_MAX_SECONDS;
+    const jitterRatio = (_c = options.jitterRatio) !== null && _c !== void 0 ? _c : support_defaults_const_1.SUPPORT_SYNC_DEFAULTS.RETRY_JITTER_RATIO;
+    const randomFraction = (_d = options.randomFraction) !== null && _d !== void 0 ? _d : 0;
+    const exponent = Math.max(0, attempts - 1);
+    const raw = base * Math.pow(2, Math.min(exponent, 16));
+    let delay = Math.min(max, raw);
+    // A provider that says when to come back is obeyed, so long as it is not
+    // asking for longer than the ceiling.
+    if (options.retryAfterSeconds != null && options.retryAfterSeconds > 0) {
+        delay = Math.min(max, Math.max(delay, options.retryAfterSeconds));
+    }
+    const jitter = delay * jitterRatio * randomFraction;
+    return Math.round(delay + jitter);
+}
+/** The instant of the next attempt. */
+function computeSupportNextAttemptAt(now, attempts, options) {
+    return new Date(now.getTime() + computeSupportRetryDelaySeconds(attempts, options) * 1000);
+}
+/**
+ * A stable fingerprint of an outbound payload.
+ *
+ * Deliberately not cryptographic. It exists to answer "is this the same request
+ * we already sent?" and to let a reconciliation job tell "never sent" from
+ * "sent and did not take" - neither of which is a security decision. Using a
+ * real digest here would pull a Node-only dependency into a package the
+ * frontend build also consumes.
+ */
+function fingerprintSupportPayload(payload) {
+    const serialized = stableStringify(payload);
+    let hash = 5381;
+    for (let index = 0; index < serialized.length; index += 1) {
+        hash = ((hash << 5) + hash + serialized.charCodeAt(index)) | 0;
+    }
+    return `${(hash >>> 0).toString(16)}-${serialized.length.toString(16)}`;
+}
+/** JSON with object keys in a fixed order, so two equal payloads fingerprint alike. */
+function stableStringify(value) {
+    var _a;
+    if (value === null || typeof value !== 'object')
+        return (_a = JSON.stringify(value)) !== null && _a !== void 0 ? _a : 'null';
+    if (Array.isArray(value))
+        return `[${value.map(stableStringify).join(',')}]`;
+    const source = value;
+    const keys = Object.keys(source).sort();
+    return `{${keys.map((key) => `${JSON.stringify(key)}:${stableStringify(source[key])}`).join(',')}}`;
+}
+/**
+ * Whether an outbound call may proceed.
+ *
+ * The breaker protects the helpdesk and this service's own worker from
+ * hammering a dead endpoint; it never causes data loss, because a call refused
+ * by an open breaker leaves its row PENDING with a CIRCUIT_OPEN reason and is
+ * retried when the breaker closes.
+ */
+function isSupportCircuitOpen(state, now) {
+    if (!(state === null || state === void 0 ? void 0 : state.openUntil))
+        return false;
+    return new Date(state.openUntil).getTime() > now.getTime();
+}
+/** The breaker state after one outcome. */
+function nextSupportCircuitState(state, outcome, now, options = {}) {
+    var _a, _b, _c;
+    const threshold = (_a = options.failureThreshold) !== null && _a !== void 0 ? _a : support_defaults_const_1.SUPPORT_SYNC_DEFAULTS.CIRCUIT_FAILURE_THRESHOLD;
+    const openSeconds = (_b = options.openSeconds) !== null && _b !== void 0 ? _b : support_defaults_const_1.SUPPORT_SYNC_DEFAULTS.CIRCUIT_OPEN_SECONDS;
+    if (outcome === 'success')
+        return { consecutiveFailures: 0, openUntil: null };
+    const consecutiveFailures = ((_c = state === null || state === void 0 ? void 0 : state.consecutiveFailures) !== null && _c !== void 0 ? _c : 0) + 1;
+    if (consecutiveFailures < threshold)
+        return { consecutiveFailures, openUntil: null };
+    return {
+        consecutiveFailures,
+        openUntil: new Date(now.getTime() + openSeconds * 1000).toISOString(),
+    };
+}
+//# sourceMappingURL=support-sync.util.js.map

package/dist/cjs/modules/support/utils/support-sync.util.js.map

@@ -0,0 +1 @@
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package/dist/cjs/modules/support/utils/support-ticket-number.util.js

@@ -0,0 +1,61 @@
+"use strict";
+Object.defineProperty(exports, "__esModule", { value: true });
+exports.formatSupportTicketNumber = formatSupportTicketNumber;
+exports.parseSupportTicketNumber = parseSupportTicketNumber;
+exports.looksLikeSupportTicketNumber = looksLikeSupportTicketNumber;
+const support_defaults_const_1 = require("../constants/support-defaults.const");
+/**
+ * Render a ticket number: SUP-KE-2026-000123.
+ *
+ * Human-readable and safe to read out over the phone, which is the whole point
+ * of it existing alongside the uuid primary key. It is never the primary key:
+ * it embeds a country and a year, and anything that embeds business meaning
+ * will eventually need changing.
+ *
+ * The sequence is allocated per (country, year) by the database, so this
+ * function only formats - it never decides what the next number is.
+ */
+function formatSupportTicketNumber(countryCode, year, sequence) {
+    const padded = String(Math.max(0, Math.trunc(sequence))).padStart(support_defaults_const_1.SUPPORT_TICKET_NUMBER_SEQUENCE_WIDTH, '0');
+    return `${support_defaults_const_1.SUPPORT_TICKET_NUMBER_PREFIX}-${countryCode}-${year}-${padded}`;
+}
+/**
+ * Read a ticket number back, for search.
+ *
+ * Returns null rather than throwing on anything unrecognised: this runs on a
+ * search box, where the input is whatever somebody pasted, and a 500 from a bad
+ * paste is a worse answer than no results.
+ *
+ * A sequence longer than the configured width still parses - the width is a
+ * display minimum, and refusing to find ticket 1,000,000 because it has seven
+ * digits would be a bug that only appears once it is too late.
+ */
+function parseSupportTicketNumber(value) {
+    if (value == null)
+        return null;
+    const raw = String(value).trim().toUpperCase();
+    const match = /^([A-Z]{2,5})-([A-Z]{2})-(\d{4})-(\d{1,12})$/.exec(raw);
+    if (!match)
+        return null;
+    const [, prefix, country, year, sequence] = match;
+    if (prefix !== support_defaults_const_1.SUPPORT_TICKET_NUMBER_PREFIX)
+        return null;
+    return {
+        prefix,
+        countryCode: country,
+        year: Number(year),
+        sequence: Number(sequence),
+    };
+}
+/**
+ * Whether a search term looks like somebody typing a ticket number.
+ *
+ * Used to route a search straight at the ticket-number index instead of running
+ * a full-text scan for a string that can only ever match one row.
+ */
+function looksLikeSupportTicketNumber(value) {
+    if (value == null)
+        return false;
+    return /^SUP-/i.test(String(value).trim());
+}
+//# sourceMappingURL=support-ticket-number.util.js.map

package/dist/cjs/modules/support/utils/support-ticket-number.util.js.map

@@ -0,0 +1 @@
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package/dist/esm/index.js

@@ -24,6 +24,7 @@ export * from './modules/entitlement/index';
 export * from './modules/alert-dispatch/index';
 export * from './modules/system-user/index';
 export * from './modules/partner/index';
+export * from './modules/support/index';
 // Interfaces
 export * from './interfaces/server-message';
 export * from './interfaces/i-request-with-user';

package/dist/esm/index.js.map

@@ -1 +1 @@
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+{"version":3,"file":"index.js","sourceRoot":"","sources":["../../src/index.ts"],"names":[],"mappings":"AAAA,UAAU;AACV,cAAc,sBAAsB,CAAC;AACrC,cAAc,8BAA8B,CAAC;AAC7C,cAAc,wBAAwB,CAAC;AACvC,cAAc,4BAA4B,CAAC;AAC3C,cAAc,sBAAsB,CAAC;AACrC,cAAc,sBAAsB,CAAC;AACrC,cAAc,gCAAgC,CAAC;AAC/C,cAAc,uBAAuB,CAAC;AACtC,cAAc,+BAA+B,CAAC;AAC9C,cAAc,0BAA0B,CAAC;AACzC,cAAc,0BAA0B,CAAC;AACzC,cAAc,qBAAqB,CAAC;AACpC,cAAc,qBAAqB,CAAC;AACpC,cAAc,qBAAqB,CAAC;AACpC,cAAc,wBAAwB,CAAC;AACvC,cAAc,kCAAkC,CAAC;AACjD,cAAc,8BAA8B,CAAC;AAC7C,cAAc,sBAAsB,CAAC;AACrC,cAAc,yBAAyB,CAAC;AACxC,cAAc,uBAAuB,CAAC;AACtC,cAAc,0BAA0B,CAAC;AACzC,cAAc,6BAA6B,CAAC;AAC5C,cAAc,gCAAgC,CAAC;AAC/C,cAAc,6BAA6B,CAAC;AAC5C,cAAc,yBAAyB,CAAC;AACxC,cAAc,yBAAyB,CAAC;AAExC,aAAa;AACb,cAAc,6BAA6B,CAAC;AAC5C,cAAc,kCAAkC,CAAC;AACjD,cAAc,6BAA6B,CAAC;AAC5C,cAAc,0BAA0B,CAAC;AACzC,cAAc,yBAAyB,CAAC;AAExC,YAAY;AACZ,cAAc,0BAA0B,CAAC;AAEzC,QAAQ;AACR,cAAc,eAAe,CAAC;AAE9B,YAAY;AACZ,cAAc,8BAA8B,CAAC;AAC7C,cAAc,uDAAuD,CAAC;AAEtE,aAAa;AACb,cAAc,oBAAoB,CAAC"}

package/dist/esm/kafka/topics.js

@@ -69,5 +69,31 @@ export const KAFKA_TOPICS = {
     // Third-party partner dispatch (producer: clarion-partner-services) - versioned.
     PARTNER_DISPATCH_CREATED: 'partner.dispatch.created.v1',
     PARTNER_DISPATCH_STATUS_CHANGED: 'partner.dispatch.status-changed.v1',
+    // Support tickets and customer feedback (producer: clarion-support) - versioned.
+    // Every payload is secret-free: identifiers, states and timestamps only. A
+    // support message body never travels on a topic, because a topic is read by
+    // consumers nobody enumerated and a support message is exactly the kind of
+    // thing that turns out to contain a password somebody pasted in.
+    SUPPORT_TICKET_CREATED: 'support.ticket.created.v1',
+    SUPPORT_TICKET_UPDATED: 'support.ticket.updated.v1',
+    SUPPORT_TICKET_ASSIGNED: 'support.ticket.assigned.v1',
+    SUPPORT_TICKET_STATUS_CHANGED: 'support.ticket.status-changed.v1',
+    SUPPORT_TICKET_PRIORITY_CHANGED: 'support.ticket.priority-changed.v1',
+    SUPPORT_TICKET_MESSAGE_CREATED: 'support.ticket.message-created.v1',
+    SUPPORT_TICKET_CUSTOMER_REPLIED: 'support.ticket.customer-replied.v1',
+    SUPPORT_TICKET_AGENT_REPLIED: 'support.ticket.agent-replied.v1',
+    SUPPORT_TICKET_RESOLVED: 'support.ticket.resolved.v1',
+    SUPPORT_TICKET_CLOSED: 'support.ticket.closed.v1',
+    SUPPORT_TICKET_REOPENED: 'support.ticket.reopened.v1',
+    SUPPORT_TICKET_SLA_WARNING: 'support.ticket.sla-warning.v1',
+    SUPPORT_TICKET_SLA_BREACHED: 'support.ticket.sla-breached.v1',
+    SUPPORT_FEEDBACK_CREATED: 'support.feedback.created.v1',
+    SUPPORT_FEEDBACK_UPDATED: 'support.feedback.updated.v1',
+    SUPPORT_FEEDBACK_REVIEWED: 'support.feedback.reviewed.v1',
+    SUPPORT_FEEDBACK_RESPONDED: 'support.feedback.responded.v1',
+    SUPPORT_FEEDBACK_CONVERTED_TO_TICKET: 'support.feedback.converted-to-ticket.v1',
+    SUPPORT_FEEDBACK_RATING_SUBMITTED: 'support.feedback.rating-submitted.v1',
+    SUPPORT_PROVIDER_SYNC_FAILED: 'support.provider.sync-failed.v1',
+    SUPPORT_PROVIDER_SYNC_RECOVERED: 'support.provider.sync-recovered.v1',
 };
 //# sourceMappingURL=topics.js.map

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

@@ -1 +1 @@
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package/dist/esm/modules/common/constants/service.const.js

@@ -15,5 +15,6 @@ export const SERVICE_CONSTS = {
     NEWSFEED_SERVICE: { name: 'newsfeed-service', port: 3015 },
     RESPONSE_TRACKING_SERVICE: { name: 'response-tracking-service', port: 3016 },
     PARTNER_SERVICE: { name: 'partner-service', port: 3017 },
+    SUPPORT_SERVICE: { name: 'support-service', port: 3018 },
 };
 //# sourceMappingURL=service.const.js.map

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

@@ -1 +1 @@
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package/dist/esm/modules/permission/data/permissions.data.js

@@ -26,6 +26,32 @@ export const PERMISSIONS_DATA = [
             PermissionActions.MANAGE_PARTNER_MEMBERSHIP
         ]
     },
+    {
+        module: PermissionsModule.SUPPORT,
+        actions: [
+            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
+        ]
+    },
     {
         module: PermissionsModule.CONTROL_CENTRE,
         actions: [

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

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

@@ -32,6 +32,46 @@ export var PermissionActions;
     // URL and a coverage rule.
     PermissionActions["READ_PARTNER_MEMBERSHIP"] = "read:partner-membership";
     PermissionActions["MANAGE_PARTNER_MEMBERSHIP"] = "manage:partner-membership";
+    // Support: working a ticket. Deliberately fine-grained, because the person
+    // allowed to reply to a customer is not always the person allowed to
+    // reassign their colleague's work or to close a ticket on their behalf.
+    //
+    // NOTE ON NAMING: the platform convention is verb:resource, so these read
+    // CREATE_SUPPORT_TICKET / 'create:support-ticket' rather than the
+    // SUPPORT_TICKET_CREATE form used in some external specifications. The
+    // existing convention wins - PermissionGuard matches on the string value,
+    // and one inconsistent family would be permanently confusing.
+    PermissionActions["CREATE_SUPPORT_TICKET"] = "create:support-ticket";
+    PermissionActions["READ_SUPPORT_TICKET"] = "read:support-ticket";
+    PermissionActions["UPDATE_SUPPORT_TICKET"] = "update:support-ticket";
+    PermissionActions["ASSIGN_SUPPORT_TICKET"] = "assign:support-ticket";
+    PermissionActions["REPLY_SUPPORT_TICKET"] = "reply:support-ticket";
+    // Writing an internal note is its own permission: notes are agent-to-agent
+    // and are never shown to a customer, so the ability to write one is the
+    // ability to write in a place the customer cannot see.
+    PermissionActions["NOTE_SUPPORT_TICKET"] = "note:support-ticket";
+    PermissionActions["CHANGE_STATUS_SUPPORT_TICKET"] = "change-status:support-ticket";
+    PermissionActions["CHANGE_PRIORITY_SUPPORT_TICKET"] = "change-priority:support-ticket";
+    PermissionActions["CLOSE_SUPPORT_TICKET"] = "close:support-ticket";
+    PermissionActions["REOPEN_SUPPORT_TICKET"] = "reopen:support-ticket";
+    // Support: customer feedback, which is a separate domain with separate
+    // permissions - reading what customers think of the service is a different
+    // grant from working their support tickets.
+    PermissionActions["READ_SUPPORT_FEEDBACK"] = "read:support-feedback";
+    PermissionActions["REVIEW_SUPPORT_FEEDBACK"] = "review:support-feedback";
+    PermissionActions["RESPOND_SUPPORT_FEEDBACK"] = "respond:support-feedback";
+    PermissionActions["CONVERT_SUPPORT_FEEDBACK"] = "convert:support-feedback";
+    // Support: configuration and operations.
+    PermissionActions["MANAGE_SUPPORT_QUEUE"] = "manage:support-queue";
+    PermissionActions["MANAGE_SUPPORT_TEAM"] = "manage:support-team";
+    PermissionActions["MANAGE_SUPPORT_SLA"] = "manage:support-sla";
+    PermissionActions["MANAGE_SUPPORT_CONFIGURATION"] = "manage:support-configuration";
+    PermissionActions["READ_SUPPORT_REPORT"] = "read:support-report";
+    PermissionActions["READ_SUPPORT_SYNC"] = "read:support-sync";
+    // Retrying or reconciling a synchronization row re-contacts the helpdesk and
+    // can re-send a customer-visible reply, so it is kept apart from reading the
+    // dashboard that shows the failures.
+    PermissionActions["MANAGE_SUPPORT_SYNC"] = "manage:support-sync";
     // Module: ControlCentre
     PermissionActions["CREATE_CONTROL_CENTRE"] = "create:control-centre";
     PermissionActions["READ_CONTROL_CENTRE"] = "read:control-centre";

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

@@ -1 +1 @@
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package/dist/esm/modules/permission/enums/permissions-module.enum.js

@@ -9,5 +9,6 @@ export var PermissionsModule;
     PermissionsModule["RESPONSE_UNIT"] = "Response Unit";
     PermissionsModule["BILLING"] = "Billing";
     PermissionsModule["NEWSFEED"] = "Newsfeed";
+    PermissionsModule["SUPPORT"] = "Support";
 })(PermissionsModule || (PermissionsModule = {}));
 //# sourceMappingURL=permissions-module.enum.js.map

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

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