payservedb 8.4.6 → 8.4.8

package/src/models/customer_tickets.js

@@ -1,239 +1,239 @@
-const mongoose = require('mongoose');
-
-const customerTicketSchema = new mongoose.Schema({
-  ticket_number: {
-    type: String,
-    required: true,
-    unique: true,
-    trim: true
-  },
-  facility_id: {
-    type: mongoose.Schema.Types.ObjectId,
-    ref: 'Facility',
-    required: true
-  },
-  customer_id: {
-    type: mongoose.Schema.Types.ObjectId,
-    ref: 'Customer',
-    required: true
-  },
-  unit_id: {
-    type: mongoose.Schema.Types.ObjectId,
-    ref: 'Unit'
-  },
-  assigned_agent_id: {
-    type: mongoose.Schema.Types.ObjectId,
-    ref: 'User'
-  },
-  created_by_agent_id: {
-    type: mongoose.Schema.Types.ObjectId,
-    ref: 'User',
-    required: true
-  },
-  title: {
-    type: String,
-    required: true,
-    trim: true,
-    maxlength: 255
-  },
-  description: {
-    type: String,
-    required: true
-  },
-  status: {
-    type: String,
-    enum: ['open', 'in_progress', 'pending_customer', 'escalated', 'resolved', 'closed', 'reopened', 'archived'],
-    default: 'open'
-  },
-  category_id: {
-    type: mongoose.Schema.Types.ObjectId,
-    ref: 'TicketCategory',
-    required: true
-  },
-  source: {
-    type: String,
-    enum: ['portal', 'email', 'phone', 'chat', 'in_person', 'mobile_app'],
-    default: 'portal'
-  },
-  custom_caller: {
-    name: {
-      type: String,
-      trim: true
-    },
-    phone: {
-      type: String,
-      trim: true
-    },
-    email: {
-      type: String,
-      trim: true
-    },
-    relationship: {
-      type: String,
-      trim: true,
-      comment: 'Relationship to customer (e.g., spouse, agent, caretaker)'
-    }
-  },
-  survey_token: {
-    type: String,
-    unique: true,
-    sparse: true,
-    comment: 'Unique token for customer survey link'
-  },
-  survey_sent_at: {
-    type: Date,
-    comment: 'When the survey invitation was sent'
-  },
-  survey_completed_at: {
-    type: Date,
-    comment: 'When the customer completed the survey'
-  },
-  sla_status: {
-    type: String,
-    enum: ['within_sla', 'approaching_breach', 'breached'],
-    default: 'within_sla'
-  },
-  sla_due_date: {
-    type: Date
-  },
-  first_response_time: {
-    type: Number,
-    comment: 'Time to first response in minutes'
-  },
-  resolution_time: {
-    type: Number,
-    comment: 'Time to resolution in minutes'
-  },
-  customer_rating: {
-    type: Number,
-    min: 1,
-    max: 5
-  },
-  customer_feedback: {
-    type: String,
-    trim: true
-  },
-  tags: [{
-    type: String,
-    trim: true
-  }],
-  attachments: [{
-    filename: String,
-    file_path: String,
-    file_size: Number,
-    mime_type: String,
-    uploaded_at: {
-      type: Date,
-      default: Date.now
-    }
-  }],
-  interactions: [{
-    agent_id: {
-      type: mongoose.Schema.Types.ObjectId,
-      ref: 'User'
-    },
-    message: String,
-    is_internal_note: {
-      type: Boolean,
-      default: false
-    },
-    tagged_agents: [{
-      type: mongoose.Schema.Types.ObjectId,
-      ref: 'User'
-    }],
-    created_at: {
-      type: Date,
-      default: Date.now
-    }
-  }],
-  reopened_count: {
-    type: Number,
-    default: 0,
-    min: 0
-  },
-  last_reopened_at: {
-    type: Date
-  },
-  resolved_at: {
-    type: Date
-  },
-  resolved_by: {
-    type: mongoose.Schema.Types.ObjectId,
-    ref: 'User'
-  },
-  closed_at: {
-    type: Date
-  },
-  escalated_at: {
-    type: Date
-  },
-  escalated_to: {
-    type: mongoose.Schema.Types.ObjectId,
-    ref: 'User'
-  },
-  escalation_reason: {
-    type: String
-  },
-  audit_log: [{
-    user_id: {
-      type: mongoose.Schema.Types.ObjectId,
-      ref: 'User'
-    },
-    user_name: String,
-    user_role: String,
-    action: {
-      type: String,
-      enum: [
-        'created', 'updated', 'status_changed', 'assigned', 'reassigned',
-        'escalated', 'auto_escalated', 'resolved', 'closed', 'reopened',
-        'category_changed', 'priority_changed', 'sla_updated',
-        'interaction_added', 'attachment_added', 'tag_added', 'tag_removed',
-        'customer_response', 'agent_note'
-      ]
-    },
-    field_changed: String,
-    old_value: mongoose.Schema.Types.Mixed,
-    new_value: mongoose.Schema.Types.Mixed,
-    description: String,
-    ip_address: String,
-    user_agent: String,
-    metadata: mongoose.Schema.Types.Mixed,
-    timestamp: {
-      type: Date,
-      default: Date.now
-    }
-  }],
-  activity_log: [{
-    agent_id: {
-      type: mongoose.Schema.Types.ObjectId,
-      ref: 'User'
-    },
-    action: String,
-    description: String,
-    metadata: mongoose.Schema.Types.Mixed,
-    timestamp: {
-      type: Date,
-      default: Date.now
-    }
-  }],
-  created_at: {
-    type: Date,
-    default: Date.now
-  },
-  updated_at: {
-    type: Date,
-    default: Date.now
-  }
-}, {
-  timestamps: { createdAt: 'created_at', updatedAt: 'updated_at' }
-});
-
-customerTicketSchema.index({ ticket_number: 1 });
-customerTicketSchema.index({ facility_id: 1, status: 1 });
-customerTicketSchema.index({ customer_id: 1, created_at: -1 });
-customerTicketSchema.index({ assigned_agent_id: 1, status: 1 });
-customerTicketSchema.index({ status: 1, sla_status: 1 });
-customerTicketSchema.index({ category_id: 1, created_at: -1 });
-customerTicketSchema.index({ sla_status: 1, sla_due_date: 1 });
-
-module.exports = mongoose.model('CustomerTicket', customerTicketSchema);
+const mongoose = require('mongoose');
+
+const customerTicketSchema = new mongoose.Schema({
+  ticket_number: {
+    type: String,
+    required: true,
+    unique: true,
+    trim: true
+  },
+  facility_id: {
+    type: mongoose.Schema.Types.ObjectId,
+    ref: 'Facility',
+    required: true
+  },
+  customer_id: {
+    type: mongoose.Schema.Types.ObjectId,
+    ref: 'Customer',
+    required: true
+  },
+  unit_id: {
+    type: mongoose.Schema.Types.ObjectId,
+    ref: 'Unit'
+  },
+  assigned_agent_id: {
+    type: mongoose.Schema.Types.ObjectId,
+    ref: 'User'
+  },
+  created_by_agent_id: {
+    type: mongoose.Schema.Types.ObjectId,
+    ref: 'User',
+    required: true
+  },
+  title: {
+    type: String,
+    required: true,
+    trim: true,
+    maxlength: 255
+  },
+  description: {
+    type: String,
+    required: true
+  },
+  status: {
+    type: String,
+    enum: ['open', 'in_progress', 'pending_customer', 'escalated', 'resolved', 'closed', 'reopened', 'archived'],
+    default: 'open'
+  },
+  category_id: {
+    type: mongoose.Schema.Types.ObjectId,
+    ref: 'TicketCategory',
+    required: true
+  },
+  source: {
+    type: String,
+    enum: ['portal', 'email', 'phone', 'chat', 'in_person', 'mobile_app'],
+    default: 'portal'
+  },
+  custom_caller: {
+    name: {
+      type: String,
+      trim: true
+    },
+    phone: {
+      type: String,
+      trim: true
+    },
+    email: {
+      type: String,
+      trim: true
+    },
+    relationship: {
+      type: String,
+      trim: true,
+      comment: 'Relationship to customer (e.g., spouse, agent, caretaker)'
+    }
+  },
+  survey_token: {
+    type: String,
+    unique: true,
+    sparse: true,
+    comment: 'Unique token for customer survey link'
+  },
+  survey_sent_at: {
+    type: Date,
+    comment: 'When the survey invitation was sent'
+  },
+  survey_completed_at: {
+    type: Date,
+    comment: 'When the customer completed the survey'
+  },
+  sla_status: {
+    type: String,
+    enum: ['within_sla', 'approaching_breach', 'breached'],
+    default: 'within_sla'
+  },
+  sla_due_date: {
+    type: Date
+  },
+  first_response_time: {
+    type: Number,
+    comment: 'Time to first response in minutes'
+  },
+  resolution_time: {
+    type: Number,
+    comment: 'Time to resolution in minutes'
+  },
+  customer_rating: {
+    type: Number,
+    min: 1,
+    max: 5
+  },
+  customer_feedback: {
+    type: String,
+    trim: true
+  },
+  tags: [{
+    type: String,
+    trim: true
+  }],
+  attachments: [{
+    filename: String,
+    file_path: String,
+    file_size: Number,
+    mime_type: String,
+    uploaded_at: {
+      type: Date,
+      default: Date.now
+    }
+  }],
+  interactions: [{
+    agent_id: {
+      type: mongoose.Schema.Types.ObjectId,
+      ref: 'User'
+    },
+    message: String,
+    is_internal_note: {
+      type: Boolean,
+      default: false
+    },
+    tagged_agents: [{
+      type: mongoose.Schema.Types.ObjectId,
+      ref: 'User'
+    }],
+    created_at: {
+      type: Date,
+      default: Date.now
+    }
+  }],
+  reopened_count: {
+    type: Number,
+    default: 0,
+    min: 0
+  },
+  last_reopened_at: {
+    type: Date
+  },
+  resolved_at: {
+    type: Date
+  },
+  resolved_by: {
+    type: mongoose.Schema.Types.ObjectId,
+    ref: 'User'
+  },
+  closed_at: {
+    type: Date
+  },
+  escalated_at: {
+    type: Date
+  },
+  escalated_to: {
+    type: mongoose.Schema.Types.ObjectId,
+    ref: 'User'
+  },
+  escalation_reason: {
+    type: String
+  },
+  audit_log: [{
+    user_id: {
+      type: mongoose.Schema.Types.ObjectId,
+      ref: 'User'
+    },
+    user_name: String,
+    user_role: String,
+    action: {
+      type: String,
+      enum: [
+        'created', 'updated', 'status_changed', 'assigned', 'reassigned',
+        'escalated', 'auto_escalated', 'resolved', 'closed', 'reopened',
+        'category_changed', 'priority_changed', 'sla_updated',
+        'interaction_added', 'attachment_added', 'tag_added', 'tag_removed',
+        'customer_response', 'agent_note'
+      ]
+    },
+    field_changed: String,
+    old_value: mongoose.Schema.Types.Mixed,
+    new_value: mongoose.Schema.Types.Mixed,
+    description: String,
+    ip_address: String,
+    user_agent: String,
+    metadata: mongoose.Schema.Types.Mixed,
+    timestamp: {
+      type: Date,
+      default: Date.now
+    }
+  }],
+  activity_log: [{
+    agent_id: {
+      type: mongoose.Schema.Types.ObjectId,
+      ref: 'User'
+    },
+    action: String,
+    description: String,
+    metadata: mongoose.Schema.Types.Mixed,
+    timestamp: {
+      type: Date,
+      default: Date.now
+    }
+  }],
+  created_at: {
+    type: Date,
+    default: Date.now
+  },
+  updated_at: {
+    type: Date,
+    default: Date.now
+  }
+}, {
+  timestamps: { createdAt: 'created_at', updatedAt: 'updated_at' }
+});
+
+customerTicketSchema.index({ ticket_number: 1 });
+customerTicketSchema.index({ facility_id: 1, status: 1 });
+customerTicketSchema.index({ customer_id: 1, created_at: -1 });
+customerTicketSchema.index({ assigned_agent_id: 1, status: 1 });
+customerTicketSchema.index({ status: 1, sla_status: 1 });
+customerTicketSchema.index({ category_id: 1, created_at: -1 });
+customerTicketSchema.index({ sla_status: 1, sla_due_date: 1 });
+
+module.exports = mongoose.model('CustomerTicket', customerTicketSchema);