grm-shared-library 1.1.202 → 1.1.204

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

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

package/dist/cjs/modules/support/interfaces/support-ticket-message.js

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

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

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

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

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

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

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

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

@@ -0,0 +1,66 @@
+"use strict";
+Object.defineProperty(exports, "__esModule", { value: true });
+exports.feedbackTypeRequiresRating = feedbackTypeRequiresRating;
+exports.deriveFeedbackSentiment = deriveFeedbackSentiment;
+exports.isValidFeedbackRating = isValidFeedbackRating;
+exports.feedbackWarrantsTicket = feedbackWarrantsTicket;
+const support_defaults_const_1 = require("../constants/support-defaults.const");
+const support_feedback_enum_1 = require("../enums/support-feedback.enum");
+/** Whether this kind of feedback carries a star rating. */
+function feedbackTypeRequiresRating(type) {
+    return support_feedback_enum_1.RATING_CUSTOMER_FEEDBACK_TYPES.includes(type);
+}
+/**
+ * Derive sentiment from the feedback TYPE and rating.
+ *
+ * Never from the message text. An automated reading of "the guard never came"
+ * that lands on POSITIVE is worse than no reading at all, and a support desk
+ * that starts distrusting one column stops trusting the dashboard. When a real
+ * classifier is added it writes this same field, and the rule below becomes its
+ * fallback rather than being replaced.
+ */
+function deriveFeedbackSentiment(type, rating) {
+    if (rating != null && Number.isFinite(rating)) {
+        if (rating <= support_defaults_const_1.SUPPORT_FEEDBACK_RATING.NEGATIVE_AT_OR_BELOW) {
+            return support_feedback_enum_1.CustomerFeedbackSentiment.NEGATIVE;
+        }
+        if (rating >= support_defaults_const_1.SUPPORT_FEEDBACK_RATING.POSITIVE_AT_OR_ABOVE) {
+            return support_feedback_enum_1.CustomerFeedbackSentiment.POSITIVE;
+        }
+        return support_feedback_enum_1.CustomerFeedbackSentiment.NEUTRAL;
+    }
+    switch (type) {
+        case support_feedback_enum_1.CustomerFeedbackType.COMPLIMENT:
+            return support_feedback_enum_1.CustomerFeedbackSentiment.POSITIVE;
+        case support_feedback_enum_1.CustomerFeedbackType.COMPLAINT:
+        case support_feedback_enum_1.CustomerFeedbackType.BUG_REPORT:
+            return support_feedback_enum_1.CustomerFeedbackSentiment.NEGATIVE;
+        case support_feedback_enum_1.CustomerFeedbackType.FEATURE_REQUEST:
+        case support_feedback_enum_1.CustomerFeedbackType.GENERAL:
+            return support_feedback_enum_1.CustomerFeedbackSentiment.NEUTRAL;
+        default:
+            return support_feedback_enum_1.CustomerFeedbackSentiment.UNKNOWN;
+    }
+}
+/** Whether a rating is inside the allowed range. */
+function isValidFeedbackRating(rating) {
+    if (typeof rating !== 'number' || !Number.isFinite(rating))
+        return false;
+    if (!Number.isInteger(rating))
+        return false;
+    return rating >= support_defaults_const_1.SUPPORT_FEEDBACK_RATING.MIN && rating <= support_defaults_const_1.SUPPORT_FEEDBACK_RATING.MAX;
+}
+/**
+ * Whether a piece of feedback is the kind an agent should probably act on.
+ *
+ * Advisory only - it drives a hint in the admin, never an automatic conversion.
+ * Promoting somebody's complaint into a ticket without a human deciding is how a
+ * queue fills with work nobody chose to take on.
+ */
+function feedbackWarrantsTicket(type, rating) {
+    if (type === support_feedback_enum_1.CustomerFeedbackType.BUG_REPORT || type === support_feedback_enum_1.CustomerFeedbackType.COMPLAINT) {
+        return true;
+    }
+    return rating != null && rating <= support_defaults_const_1.SUPPORT_FEEDBACK_RATING.NEGATIVE_AT_OR_BELOW;
+}
+//# sourceMappingURL=support-feedback.util.js.map

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

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

@@ -0,0 +1,173 @@
+"use strict";
+Object.defineProperty(exports, "__esModule", { value: true });
+exports.maskSupportIdentifier = maskSupportIdentifier;
+exports.maskSupportUrl = maskSupportUrl;
+exports.scrubSupportText = scrubSupportText;
+exports.sanitizeSupportPayload = sanitizeSupportPayload;
+exports.truncateForSupport = truncateForSupport;
+exports.previewSupportText = previewSupportText;
+exports.snapshotSupportPayload = snapshotSupportPayload;
+const support_defaults_const_1 = require("../constants/support-defaults.const");
+/**
+ * Mask an identifier for logging: enough to correlate, never enough to reuse.
+ * `+254712345678` becomes `+254***5678`.
+ */
+function maskSupportIdentifier(value) {
+    if (value == null)
+        return 'unknown';
+    const raw = String(value).trim();
+    if (raw === '')
+        return 'unknown';
+    if (raw.length <= 8)
+        return `${raw.slice(0, 2)}***`;
+    return `${raw.slice(0, 4)}***${raw.slice(-4)}`;
+}
+/**
+ * Reduce a URL to scheme and host.
+ *
+ * A helpdesk URL routinely carries an API token in its query string, and a URL
+ * is the single most-logged value in an HTTP client.
+ */
+function maskSupportUrl(value) {
+    if (value == null)
+        return 'unknown';
+    const raw = String(value).trim();
+    if (raw === '')
+        return 'unknown';
+    try {
+        const url = new URL(raw);
+        return `${url.protocol}//${url.host}${url.pathname}`;
+    }
+    catch {
+        return raw.split('?')[0];
+    }
+}
+/**
+ * Replace anything credential- or PII-shaped in free text.
+ *
+ * Applied to every provider message before it is stored or logged. It is a
+ * belt-and-braces pass on top of key-based redaction: a helpdesk that puts a
+ * token in a prose error defeats key matching, and that message still ends up
+ * in a table an operator can read.
+ */
+function scrubSupportText(input) {
+    return String(input !== null && input !== void 0 ? input : '')
+        .replace(/Bearer\s+[A-Za-z0-9._-]+/gi, 'Bearer [REDACTED]')
+        .replace(/Token\s+token=[A-Za-z0-9._-]+/gi, 'Token token=[REDACTED]')
+        .replace(/\b(sk|pk)_(test|prod|live)_[A-Za-z0-9_-]+/gi, '[REDACTED]')
+        .replace(/\beyJ[A-Za-z0-9._-]{10,}/g, '[REDACTED]')
+        .replace(/\+[1-9]\d{9,14}\b/g, (match) => maskSupportIdentifier(match));
+}
+/** Keys whose VALUE is redacted wherever it appears in a payload, at any depth. */
+const SENSITIVE_SUPPORT_KEYS = [
+    'password',
+    'passwd',
+    'secret',
+    'token',
+    'apikey',
+    'api_key',
+    'apitoken',
+    'api_token',
+    'authorization',
+    'auth',
+    'credential',
+    'accesstoken',
+    'access_token',
+    'refreshtoken',
+    'refresh_token',
+    'otp',
+    'pin',
+    'signature',
+    'privatekey',
+    'private_key',
+    'sessionid',
+    'session_id',
+    'cookie',
+    'setcookie',
+    'set_cookie',
+];
+function isSensitiveSupportKey(key) {
+    const normalized = key.toLowerCase().replace(/[^a-z_]/g, '');
+    return SENSITIVE_SUPPORT_KEYS.some((candidate) => normalized.includes(candidate.replace(/_/g, '')));
+}
+/**
+ * Redact a payload by key before it is persisted on a synchronization row or an
+ * audit entry.
+ *
+ * Depth-bounded, because a provider can return an arbitrarily nested object and
+ * an audit writer must not be a place a stack overflow can happen. Anything
+ * past the bound is replaced with a marker rather than dropped silently.
+ */
+function sanitizeSupportPayload(value, depth = 0) {
+    if (depth > 6)
+        return '[TRUNCATED]';
+    if (value == null)
+        return value;
+    if (Array.isArray(value)) {
+        return value.slice(0, 50).map((item) => sanitizeSupportPayload(item, depth + 1));
+    }
+    if (typeof value === 'object') {
+        const source = value;
+        const result = {};
+        for (const key of Object.keys(source)) {
+            result[key] = isSensitiveSupportKey(key)
+                ? '[REDACTED]'
+                : sanitizeSupportPayload(source[key], depth + 1);
+        }
+        return result;
+    }
+    if (typeof value === 'string')
+        return scrubSupportText(value);
+    return value;
+}
+/**
+ * Trim a value to a limit without ever throwing.
+ *
+ * A support message that runs long is truncated and still sent. Refusing to
+ * record what a customer said because it exceeded a column width would lose the
+ * thing the whole domain exists to capture.
+ */
+function truncateForSupport(value, maxLength) {
+    if (value == null)
+        return undefined;
+    const trimmed = String(value).trim();
+    if (trimmed === '')
+        return undefined;
+    return trimmed.length <= maxLength ? trimmed : trimmed.slice(0, maxLength);
+}
+/**
+ * A one-line preview of a longer body, for list rows.
+ *
+ * Newlines collapse to spaces so a multi-line message cannot break a table row,
+ * and the result is ellipsised rather than hard-cut so a reader can tell there
+ * is more.
+ */
+function previewSupportText(value, maxLength = 140) {
+    const collapsed = String(value !== null && value !== void 0 ? value : '')
+        .replace(/\s+/g, ' ')
+        .trim();
+    if (collapsed.length <= maxLength)
+        return collapsed;
+    return `${collapsed.slice(0, Math.max(0, maxLength - 1))}…`;
+}
+/** A provider response body reduced to something safe and small enough to keep. */
+function snapshotSupportPayload(body) {
+    var _a;
+    if (body == null || typeof body !== 'object')
+        return null;
+    const redacted = sanitizeSupportPayload(body);
+    const serialized = (_a = JSON.stringify(redacted)) !== null && _a !== void 0 ? _a : '';
+    if (serialized.length > support_defaults_const_1.SUPPORT_FIELD_LIMITS.SYNC_SNAPSHOT_MAX_LENGTH) {
+        return {
+            truncated: true,
+            preview: serialized.slice(0, support_defaults_const_1.SUPPORT_FIELD_LIMITS.SYNC_SNAPSHOT_MAX_LENGTH),
+        };
+    }
+    try {
+        return JSON.parse(serialized);
+    }
+    catch {
+        return { unparsed: serialized };
+    }
+}
+//# sourceMappingURL=support-redaction.util.js.map

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

@@ -0,0 +1,87 @@
+"use strict";
+Object.defineProperty(exports, "__esModule", { value: true });
+exports.supportRoutingRuleMatches = supportRoutingRuleMatches;
+exports.decideSupportQueue = decideSupportQueue;
+exports.applyForcedPriority = applyForcedPriority;
+const support_routing_enum_1 = require("../enums/support-routing.enum");
+/** Whether one rule matches one ticket. */
+function supportRoutingRuleMatches(rule, subject) {
+    if (!rule.active)
+        return false;
+    if (rule.organizationId !== subject.organizationId)
+        return false;
+    switch (rule.matchType) {
+        case support_routing_enum_1.SupportRoutingMatchType.ANY:
+            return true;
+        case support_routing_enum_1.SupportRoutingMatchType.CATEGORY:
+            return !!rule.matchCategoryId && rule.matchCategoryId === subject.categoryId;
+        case support_routing_enum_1.SupportRoutingMatchType.PRIORITY:
+            return !!rule.matchPriority && rule.matchPriority === subject.priority;
+        case support_routing_enum_1.SupportRoutingMatchType.CHANNEL:
+            return !!rule.matchChannel && rule.matchChannel === subject.channel;
+        case support_routing_enum_1.SupportRoutingMatchType.COUNTRY:
+            return !!rule.matchCountryCode && rule.matchCountryCode === subject.countryCode;
+        case support_routing_enum_1.SupportRoutingMatchType.CONTROL_CENTRE:
+            return (rule.matchControlCentreId != null &&
+                rule.matchControlCentreId === subject.controlCentreId);
+        case support_routing_enum_1.SupportRoutingMatchType.APP_ID:
+            return !!rule.matchAppId && rule.matchAppId === subject.appId;
+        case support_routing_enum_1.SupportRoutingMatchType.RELATED_ENTITY_TYPE:
+            return (!!rule.matchRelatedEntityType &&
+                subject.relatedEntityTypes.includes(rule.matchRelatedEntityType));
+        default:
+            // An unrecognised match type never matches. A rule the running code
+            // does not understand must not silently become a catch-all.
+            return false;
+    }
+}
+/**
+ * Pick a queue.
+ *
+ * Rules are sorted by ascending `priority` and the FIRST match wins. No
+ * scoring, no weighting, no learning: an operator has to be able to answer "why
+ * did this land here?" by reading the table, and a routing decision nobody can
+ * explain is one nobody can fix at 2am.
+ *
+ * Ties on `priority` are broken by rule id, so the same inputs always produce
+ * the same answer - a routing engine whose output depends on row order is a
+ * routing engine that cannot be tested.
+ */
+function decideSupportQueue(rules, subject, fallbackQueueId) {
+    var _a;
+    const ordered = [...rules].sort((left, right) => {
+        if (left.priority !== right.priority)
+            return left.priority - right.priority;
+        return left.id.localeCompare(right.id);
+    });
+    for (const rule of ordered) {
+        if (supportRoutingRuleMatches(rule, subject)) {
+            return {
+                queueId: rule.targetQueueId,
+                ruleId: rule.id,
+                ruleName: rule.name,
+                forcedPriority: (_a = rule.forcePriority) !== null && _a !== void 0 ? _a : null,
+            };
+        }
+    }
+    return {
+        queueId: fallbackQueueId !== null && fallbackQueueId !== void 0 ? fallbackQueueId : null,
+        ruleId: null,
+        ruleName: null,
+        forcedPriority: null,
+    };
+}
+/**
+ * The priority a new ticket should start at.
+ *
+ * A rule may raise a priority and never lower one. A customer who says their
+ * panic button is broken has told us something a routing table cannot know
+ * better than they do, and quietly downgrading them is the failure mode this
+ * rule exists to prevent.
+ */
+function applyForcedPriority(requested, forced, rank) {
+    if (!forced)
+        return requested;
+    return rank[forced] < rank[requested] ? forced : requested;
+}
+//# sourceMappingURL=support-routing.util.js.map

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

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

@@ -0,0 +1,239 @@
+"use strict";
+Object.defineProperty(exports, "__esModule", { value: true });
+exports.timezoneForCountry = timezoneForCountry;
+exports.resolveBusinessCalendar = resolveBusinessCalendar;
+exports.addBusinessMinutes = addBusinessMinutes;
+exports.businessMinutesBetween = businessMinutesBetween;
+exports.resolveSlaTargets = resolveSlaTargets;
+exports.computeSlaDueAt = computeSlaDueAt;
+exports.evaluateSlaState = evaluateSlaState;
+exports.minutesUntil = minutesUntil;
+const supported_countries_const_1 = require("../../country/constants/supported-countries.const");
+const country_defaults_const_1 = require("../../country/constants/country-defaults.const");
+const support_defaults_const_1 = require("../constants/support-defaults.const");
+const support_sla_enum_1 = require("../enums/support-sla.enum");
+/** Safety bound on the day-by-day walk, so a misconfigured calendar cannot hang a request. */
+const MAX_CALENDAR_DAYS = 400;
+/**
+ * The timezone a country's working hours are measured in.
+ *
+ * Read from the country configuration rather than from the server clock. Every
+ * supported country happens to sit at UTC+3 today; writing it this way is what
+ * stops that being an assumption baked into a deadline.
+ */
+function timezoneForCountry(countryCode) {
+    var _a;
+    if (!countryCode)
+        return country_defaults_const_1.DEFAULT_TIMEZONE;
+    const config = supported_countries_const_1.SUPPORTED_COUNTRIES_BY_CODE[countryCode];
+    return (_a = config === null || config === void 0 ? void 0 : config.timezone) !== null && _a !== void 0 ? _a : country_defaults_const_1.DEFAULT_TIMEZONE;
+}
+/**
+ * The zone's UTC offset, in minutes, at a given instant.
+ *
+ * Derived through Intl rather than hard-coded, so a zone that observes daylight
+ * saving is handled correctly away from the transition itself. At the exact
+ * hour of a transition the result can be off by the shift; that is a documented
+ * limitation, and it does not arise for KE, UG or TZ, none of which observe DST.
+ */
+function zoneOffsetMinutes(instant, timeZone) {
+    const formatter = new Intl.DateTimeFormat('en-US', {
+        timeZone,
+        hourCycle: 'h23',
+        year: 'numeric',
+        month: '2-digit',
+        day: '2-digit',
+        hour: '2-digit',
+        minute: '2-digit',
+        second: '2-digit',
+    });
+    const parts = {};
+    for (const part of formatter.formatToParts(instant)) {
+        if (part.type !== 'literal')
+            parts[part.type] = part.value;
+    }
+    const asUtc = Date.UTC(Number(parts.year), Number(parts.month) - 1, Number(parts.day), Number(parts.hour), Number(parts.minute), Number(parts.second));
+    return Math.round((asUtc - instant.getTime()) / 60000);
+}
+function zonedParts(instant, timeZone) {
+    const offset = zoneOffsetMinutes(instant, timeZone);
+    const shifted = new Date(instant.getTime() + offset * 60000);
+    const isoWeekday = shifted.getUTCDay() === 0 ? 7 : shifted.getUTCDay();
+    const year = shifted.getUTCFullYear();
+    const month = shifted.getUTCMonth() + 1;
+    const day = shifted.getUTCDate();
+    return {
+        year,
+        month,
+        day,
+        minuteOfDay: shifted.getUTCHours() * 60 + shifted.getUTCMinutes(),
+        isoWeekday,
+        isoDate: `${year}-${String(month).padStart(2, '0')}-${String(day).padStart(2, '0')}`,
+    };
+}
+/** The instant at which a given local wall-clock time occurs in a zone. */
+function instantFromZonedWallTime(year, month, day, minuteOfDay, timeZone) {
+    const naive = Date.UTC(year, month - 1, day, 0, minuteOfDay);
+    // Two passes: the first offset is read at the naive instant, the second at
+    // the corrected one, which settles any case where the correction crosses a
+    // transition boundary.
+    let offset = zoneOffsetMinutes(new Date(naive), timeZone);
+    let instant = naive - offset * 60000;
+    offset = zoneOffsetMinutes(new Date(instant), timeZone);
+    instant = naive - offset * 60000;
+    return new Date(instant);
+}
+/** The calendar in force, falling back to the platform default. */
+function resolveBusinessCalendar(calendar, countryCode) {
+    var _a, _b, _c, _d;
+    return {
+        workingDays: ((_a = calendar === null || calendar === void 0 ? void 0 : calendar.workingDays) === null || _a === void 0 ? void 0 : _a.length)
+            ? [...calendar.workingDays]
+            : [...support_defaults_const_1.SUPPORT_BUSINESS_CALENDAR_DEFAULTS.workingDays],
+        startMinuteOfDay: (_b = calendar === null || calendar === void 0 ? void 0 : calendar.startMinuteOfDay) !== null && _b !== void 0 ? _b : support_defaults_const_1.SUPPORT_BUSINESS_CALENDAR_DEFAULTS.startMinuteOfDay,
+        endMinuteOfDay: (_c = calendar === null || calendar === void 0 ? void 0 : calendar.endMinuteOfDay) !== null && _c !== void 0 ? _c : support_defaults_const_1.SUPPORT_BUSINESS_CALENDAR_DEFAULTS.endMinuteOfDay,
+        timezone: (_d = calendar === null || calendar === void 0 ? void 0 : calendar.timezone) !== null && _d !== void 0 ? _d : timezoneForCountry(countryCode),
+        holidays: (calendar === null || calendar === void 0 ? void 0 : calendar.holidays) ? [...calendar.holidays] : [],
+    };
+}
+function isWorkingDay(parts, calendar) {
+    if (!calendar.workingDays.includes(parts.isoWeekday))
+        return false;
+    return !calendar.holidays.includes(parts.isoDate);
+}
+/**
+ * Add working minutes to an instant.
+ *
+ * Walks day by day rather than doing arithmetic on a whole-week average,
+ * because holidays and a partial first day make the average wrong exactly when
+ * it matters - the ticket raised at 16:55 on the day before a public holiday.
+ *
+ * A calendar with no working days, or a zero-length window, degrades to
+ * calendar time rather than looping: a misconfigured calendar must not be able
+ * to hang the request that creates a ticket.
+ */
+function addBusinessMinutes(start, minutes, calendar) {
+    if (minutes <= 0)
+        return new Date(start.getTime());
+    const windowLength = calendar.endMinuteOfDay - calendar.startMinuteOfDay;
+    if (windowLength <= 0 || calendar.workingDays.length === 0) {
+        return new Date(start.getTime() + minutes * 60000);
+    }
+    let remaining = minutes;
+    let cursor = new Date(start.getTime());
+    for (let guard = 0; guard < MAX_CALENDAR_DAYS; guard += 1) {
+        const parts = zonedParts(cursor, calendar.timezone);
+        if (!isWorkingDay(parts, calendar)) {
+            cursor = nextDayWindowStart(parts, calendar);
+            continue;
+        }
+        const dayStart = instantFromZonedWallTime(parts.year, parts.month, parts.day, calendar.startMinuteOfDay, calendar.timezone);
+        const dayEnd = instantFromZonedWallTime(parts.year, parts.month, parts.day, calendar.endMinuteOfDay, calendar.timezone);
+        if (cursor.getTime() < dayStart.getTime())
+            cursor = dayStart;
+        if (cursor.getTime() >= dayEnd.getTime()) {
+            cursor = nextDayWindowStart(parts, calendar);
+            continue;
+        }
+        const availableMinutes = (dayEnd.getTime() - cursor.getTime()) / 60000;
+        if (remaining <= availableMinutes) {
+            return new Date(cursor.getTime() + remaining * 60000);
+        }
+        remaining -= availableMinutes;
+        cursor = nextDayWindowStart(parts, calendar);
+    }
+    // Past the safety bound the calendar is unusable; do not silently return a
+    // wrong deadline, return an honest calendar-time one.
+    return new Date(start.getTime() + minutes * 60000);
+}
+function nextDayWindowStart(parts, calendar) {
+    const nextDay = new Date(Date.UTC(parts.year, parts.month - 1, parts.day + 1));
+    return instantFromZonedWallTime(nextDay.getUTCFullYear(), nextDay.getUTCMonth() + 1, nextDay.getUTCDate(), calendar.startMinuteOfDay, calendar.timezone);
+}
+/** Working minutes between two instants. Used to account for paused time. */
+function businessMinutesBetween(from, to, calendar) {
+    if (to.getTime() <= from.getTime())
+        return 0;
+    const windowLength = calendar.endMinuteOfDay - calendar.startMinuteOfDay;
+    if (windowLength <= 0 || calendar.workingDays.length === 0) {
+        return (to.getTime() - from.getTime()) / 60000;
+    }
+    let total = 0;
+    let cursor = new Date(from.getTime());
+    for (let guard = 0; guard < MAX_CALENDAR_DAYS; guard += 1) {
+        if (cursor.getTime() >= to.getTime())
+            break;
+        const parts = zonedParts(cursor, calendar.timezone);
+        if (!isWorkingDay(parts, calendar)) {
+            cursor = nextDayWindowStart(parts, calendar);
+            continue;
+        }
+        const dayStart = instantFromZonedWallTime(parts.year, parts.month, parts.day, calendar.startMinuteOfDay, calendar.timezone);
+        const dayEnd = instantFromZonedWallTime(parts.year, parts.month, parts.day, calendar.endMinuteOfDay, calendar.timezone);
+        const segmentStart = Math.max(cursor.getTime(), dayStart.getTime());
+        const segmentEnd = Math.min(to.getTime(), dayEnd.getTime());
+        if (segmentEnd > segmentStart)
+            total += (segmentEnd - segmentStart) / 60000;
+        cursor = nextDayWindowStart(parts, calendar);
+    }
+    return total;
+}
+/** The targets in force for a priority: queue policy, then organization policy, then defaults. */
+function resolveSlaTargets(priority, policies) {
+    var _a;
+    for (const policy of policies) {
+        const target = (_a = policy === null || policy === void 0 ? void 0 : policy.targets) === null || _a === void 0 ? void 0 : _a.find((candidate) => candidate.priority === priority);
+        if (target) {
+            return {
+                firstResponseMinutes: target.firstResponseMinutes,
+                resolutionMinutes: target.resolutionMinutes,
+                clock: target.clock,
+            };
+        }
+    }
+    return support_defaults_const_1.SUPPORT_SLA_DEFAULTS[priority];
+}
+/** When a target elapses, measured on the right clock. */
+function computeSlaDueAt(start, minutes, clock, calendar) {
+    if (clock === support_sla_enum_1.SupportSlaClock.CALENDAR) {
+        return new Date(start.getTime() + minutes * 60000);
+    }
+    return addBusinessMinutes(start, minutes, calendar);
+}
+/**
+ * Where a clock stands right now.
+ *
+ * Pure, and takes `now` as an argument rather than reading the clock, so the
+ * scheduler and the read path can never disagree about what time it is and so
+ * the whole thing is testable without freezing time.
+ */
+function evaluateSlaState(input) {
+    var _a, _b;
+    const { now, dueAt, metAt, paused, stopped } = input;
+    if (metAt)
+        return support_sla_enum_1.SupportSlaState.MET;
+    if (!dueAt)
+        return support_sla_enum_1.SupportSlaState.NOT_APPLICABLE;
+    if (stopped) {
+        return now.getTime() > dueAt.getTime() ? support_sla_enum_1.SupportSlaState.BREACHED : support_sla_enum_1.SupportSlaState.MET;
+    }
+    if (paused)
+        return support_sla_enum_1.SupportSlaState.PAUSED;
+    if (now.getTime() > dueAt.getTime())
+        return support_sla_enum_1.SupportSlaState.BREACHED;
+    const targetMinutes = (_a = input.targetMinutes) !== null && _a !== void 0 ? _a : null;
+    const ratio = (_b = input.warningRatio) !== null && _b !== void 0 ? _b : support_defaults_const_1.SUPPORT_SLA_WARNING_THRESHOLD_RATIO;
+    if (targetMinutes && targetMinutes > 0) {
+        const warningAt = dueAt.getTime() - targetMinutes * (1 - ratio) * 60000;
+        if (now.getTime() >= warningAt)
+            return support_sla_enum_1.SupportSlaState.WARNING;
+    }
+    return support_sla_enum_1.SupportSlaState.ON_TRACK;
+}
+/** Minutes left before a deadline; negative once it has passed. */
+function minutesUntil(now, dueAt) {
+    if (!dueAt)
+        return null;
+    return Math.round((dueAt.getTime() - now.getTime()) / 60000);
+}
+//# sourceMappingURL=support-sla.util.js.map

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

@@ -0,0 +1 @@
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