pipework 0.71.0 → 0.72.1

package/dist/infra/support/handle.js

@@ -0,0 +1,548 @@
+import { sql } from '../../data/db/sql.js';
+import { pipe, pipeSystem } from '../../data/db/db.js';
+import { fitting } from '../../request/di/index.js';
+import { requireContext } from '../../request/context/store.js';
+import { inTenant } from '../../auth/tenant/in-tenant.js';
+import { resolveActorId } from '../../data/write/audit/actor.js';
+import { getBaseLogger } from '../../core/logging/index.js';
+import { ConflictError, ForbiddenError, NotFoundError, ValidationError } from '../../core/errors/index.js';
+import { defineStateMachine } from '../../async/state-machine/define.js';
+import { __flowStep } from '../../trace/runtime/flow-step.js';
+import { createOutbox } from '../outbox/core.js';
+import { TICKET_STATES } from './schema.js';
+/** A draft could not be approved, edited or discarded: it is already approved, discarded, or changed since `expectedVersion`. */
+export class DraftStateError extends ConflictError {
+    reason;
+    constructor(reason, message) {
+        super(message, { reason });
+        this.reason = reason;
+    }
+}
+const UUID_RE = /^[0-9a-f]{8}-[0-9a-f]{4}-[0-9a-f]{4}-[0-9a-f]{4}-[0-9a-f]{12}$/i;
+const DEFAULT_LIST_LIMIT = 50;
+const MAX_LIST_LIMIT = 200;
+const ENTITY = 'SupportTicket';
+function toDate(value) {
+    if (value instanceof Date)
+        return value;
+    const text = String(value);
+    return new Date(/(Z|[+-]\d\d(:?\d\d)?)$/.test(text) ? text : `${text.replace(' ', 'T')}Z`);
+}
+function toTicket(r) {
+    return {
+        id: r['id'], tenantId: r['tenant_id'], state: r['state'],
+        category: (r['category'] ?? null), subject: r['subject'],
+        contactEmail: r['contact_email'], contactName: (r['contact_name'] ?? null),
+        userId: (r['user_id'] ?? null), conversationId: (r['conversation_id'] ?? null),
+        createdAt: toDate(r['created_at']), updatedAt: toDate(r['updated_at']), lastCustomerMessageAt: toDate(r['last_customer_message_at']),
+    };
+}
+function toMessage(r) {
+    return {
+        id: r['id'], ticketId: r['ticket_id'], kind: r['kind'],
+        channel: r['channel'], subject: (r['subject'] ?? null),
+        text: r['text'], html: (r['html'] ?? null), fromAddress: (r['from_address'] ?? null),
+        inboundEmailId: (r['inbound_email_id'] ?? null),
+        attachments: (r['attachments'] ?? null),
+        draftStatus: (r['draft_status'] ?? null), version: Number(r['version']),
+        approvedBy: (r['approved_by'] ?? null),
+        approvedAt: r['approved_at'] === null || r['approved_at'] === undefined ? null : toDate(r['approved_at']),
+        emailMessageId: (r['email_message_id'] ?? null), createdBy: (r['created_by'] ?? null),
+        createdAt: toDate(r['created_at']),
+    };
+}
+function toLink(r) {
+    return {
+        id: r['id'], ticketId: r['ticket_id'], kind: r['kind'], ref: r['ref'],
+        label: (r['label'] ?? null), createdAt: toDate(r['created_at']),
+    };
+}
+function nonEmpty(field, value) {
+    if (typeof value !== 'string' || value.trim() === '')
+        throw new ValidationError({ [field]: ['must be a non-empty string'] }, `Support ${field} must be a non-empty string.`);
+    return value;
+}
+function requireUuid(field, value) {
+    if (typeof value !== 'string' || !UUID_RE.test(value))
+        throw new ValidationError({ [field]: ['must be a UUID'] }, `Support ${field} must be a UUID.`);
+    return value;
+}
+/** Mail templates for `mail.create({ templates: { ...support.templates, ... } })`: the reply is rendered verbatim from the approved draft, nothing added. */
+export const supportTemplates = {
+    'pipework.support.reply': ({ subject, text, html }) => ({ subject, text, ...(html !== undefined && html !== null ? { html } : {}) }),
+};
+/**
+ * Creates the support handle: tickets for a tenant's customers, opened from received email, with replies
+ * sent only after an approval.
+ *
+ * Needs blueprint `support: {}` (tables `support_ticket`, `support_message`, `support_link` with forced
+ * row-level security, and the event outbox `support_event_delivery`) and, for email, `email: {}`.
+ * The app's mail templates must include `support.templates`, which render an approved draft verbatim.
+ *
+ * The only code path that sends a reply is `approve`: it needs an actor that `canApprove` accepts (and, by
+ * default, who is not the draft's author), and hands `mail.send` exactly the approved text and html in the
+ * ticket's conversation. Events (`ticket.created`, `ticket.customer-replied`, `draft.awaiting-approval`)
+ * go to the sinks through an outbox with retries, delivered by `job` or `tick()`. Every change is a
+ * `SupportTicket:<verb>` audit record under the Flow's open trace step.
+ */
+export function createSupport(config) {
+    if (config.sinks.length === 0)
+        throw new Error('[pipework] support.create needs at least one sink.');
+    const sinks = new Map();
+    for (const s of config.sinks) {
+        if (sinks.has(s.name))
+            throw new Error(`[pipework] support.create: two sinks are named "${s.name}"; give each its own name.`);
+        sinks.set(s.name, s);
+    }
+    const sinkNames = JSON.stringify([...sinks.keys()]);
+    const jobType = config.jobType ?? 'pipework.support.events';
+    const replyTemplate = config.replyTemplate ?? 'pipework.support.reply';
+    const distinctApprover = config.distinctApprover ?? true;
+    const screen = config.screen ?? ((email) => {
+        const v = email.verdicts;
+        if (v === null)
+            return 'accept';
+        if (v.virus === 'FAIL')
+            return 'drop';
+        return v.dmarc === 'FAIL' || (v.spf === 'FAIL' && v.dkim === 'FAIL') ? 'separate' : 'accept';
+    });
+    const log = getBaseLogger();
+    // Edges into `awaiting_approval`, out of it, and to `answered` are taken only by draft, discard, approve and a
+    // customer message (metadata.internal); `transition` cannot take them.
+    const internal = (ctx) => ctx.metadata?.['internal'] === true;
+    const machine = defineStateMachine({
+        states: TICKET_STATES,
+        initial: 'open',
+        transitions: [
+            { from: 'open', to: 'triaged' },
+            { from: 'triaged', to: 'awaiting_approval', guard: internal },
+            { from: 'awaiting_approval', to: ['triaged', 'answered'], guard: internal },
+            { from: 'open', to: 'closed' },
+            { from: 'triaged', to: 'closed' },
+            { from: 'answered', to: 'closed' },
+            { from: 'triaged', to: 'open', guard: internal },
+            { from: 'awaiting_approval', to: 'open', guard: internal },
+            { from: 'answered', to: 'open', guard: internal },
+            { from: 'closed', to: 'open', guard: internal },
+        ],
+    });
+    function tenantOf(explicit, flow) {
+        if (explicit !== null)
+            return requireUuid('tenantId', explicit);
+        if (flow.tenant === null) {
+            throw new Error('[pipework] This support method needs a tenant in the Flow.\n\n' +
+                '  Call it from an authenticated tenant route, or use the ...For(tenantId, ...) form\n' +
+                '  (getFor, draftReplyFor, approveFor, ...) from a webhook or a job with no tenant.\n');
+        }
+        return flow.tenant;
+    }
+    async function run(explicit, fn) {
+        const flow = requireContext();
+        const tenantId = tenantOf(explicit, flow);
+        if (explicit !== null)
+            return inTenant(flow, tenantId, tx => fn(tx, tenantId, flow));
+        return pipe.transaction((tx) => fn(tx, tenantId, flow));
+    }
+    // An audit record under the Flow's open trace step (none: nothing). In a transaction it is a savepoint, so a
+    // failed write cannot abort the change it describes.
+    async function audit(flow, tx, tenantId, verb, entityId, details) {
+        const trace = flow.trace;
+        const stepId = trace?.buffer.openStepId ?? null;
+        if (trace === null || stepId === null)
+            return;
+        const write = async (db) => {
+            await db.execute(sql `
+        INSERT INTO audit_record
+          (trace_day, trace_id, trace_step_id, tenant_id, actor_id, entity, verb, entity_id, after, occurred_at)
+        VALUES (${trace.openedDay}, ${trace.id}, ${stepId}, ${tenantId}, ${resolveActorId(flow)},
+          ${ENTITY}, ${verb}, ${entityId}, ${JSON.stringify(details)}::jsonb, now())`);
+        };
+        try {
+            if (tx === null)
+                await write(pipeSystem());
+            else
+                await tx.transaction(write);
+        }
+        catch (err) {
+            log.error({ err, traceId: trace.id }, `Failed to write the support ${verb} audit record`);
+        }
+    }
+    async function emit(tx, kind, ticket) {
+        const payload = {
+            kind, ticketId: ticket.id, tenantId: ticket.tenantId, subject: ticket.subject, state: ticket.state,
+            category: ticket.category, at: new Date().toISOString(),
+        };
+        await tx.execute(sql `
+      INSERT INTO support_event_delivery (ticket_id, kind, sink, payload, created_at, next_attempt_at)
+      SELECT ${ticket.id}::uuid, ${kind}, s.sink, ${JSON.stringify(payload)}::jsonb, clock_timestamp(), clock_timestamp()
+      FROM jsonb_array_elements_text(${sinkNames}::jsonb) AS s(sink)`);
+        await config.queue.enqueue(tx, { type: jobType, payload: {}, continueFlow: true });
+    }
+    async function loadTicket(tx, tenantId, ticketId, lock) {
+        requireUuid('ticketId', ticketId);
+        const rows = lock
+            ? await tx.execute(sql `SELECT * FROM support_ticket WHERE id = ${ticketId}::uuid AND tenant_id = ${tenantId}::uuid FOR UPDATE`)
+            : await tx.execute(sql `SELECT * FROM support_ticket WHERE id = ${ticketId}::uuid AND tenant_id = ${tenantId}::uuid`);
+        if (rows[0] === undefined)
+            throw new NotFoundError('Support ticket', { ticketId });
+        return toTicket(rows[0]);
+    }
+    async function loadDraftRow(tx, tenantId, draftId) {
+        requireUuid('draftId', draftId);
+        const rows = await tx.execute(sql `SELECT * FROM support_message WHERE id = ${draftId}::uuid AND tenant_id = ${tenantId}::uuid AND kind = 'draft'`);
+        if (rows[0] === undefined)
+            throw new NotFoundError('Support draft', { draftId });
+        return rows[0];
+    }
+    async function moveTo(flow, tx, ticket, to, internalMove) {
+        await machine.transition({ entityId: ticket.id, entityType: 'SupportTicket', from: ticket.state, to, metadata: { internal: internalMove } });
+        const rows = await tx.execute(sql `UPDATE support_ticket SET state = ${to}, updated_at = clock_timestamp() WHERE id = ${ticket.id}::uuid RETURNING *`);
+        await audit(flow, tx, ticket.tenantId, 'transition', ticket.id, { from: ticket.state, to });
+        return toTicket(rows[0]);
+    }
+    async function discardLive(flow, tx, ticket, reason) {
+        const rows = await tx.execute(sql `
+      UPDATE support_message SET draft_status = 'discarded'
+      WHERE ticket_id = ${ticket.id}::uuid AND kind = 'draft' AND draft_status = 'draft' RETURNING id`);
+        for (const r of rows)
+            await audit(flow, tx, ticket.tenantId, 'discard', ticket.id, { draftId: r['id'], reason });
+        return rows.length > 0;
+    }
+    async function lockConversation(tx, tenantId, key) {
+        await tx.execute(sql `SELECT pg_advisory_xact_lock(hashtextextended(${`pipework.support:${tenantId}:${key}`}, 0))`);
+    }
+    async function ingest(flow, tx, tenantId, m) {
+        await lockConversation(tx, tenantId, m.conversationId ?? m.inboundEmailId ?? m.ticketId ?? m.contactEmail);
+        if (m.inboundEmailId !== null) {
+            const seen = await tx.execute(sql `SELECT ticket_id FROM support_message WHERE tenant_id = ${tenantId}::uuid AND inbound_email_id = ${m.inboundEmailId}::uuid`);
+            if (seen[0] !== undefined)
+                return { status: 'duplicate', ticketId: seen[0]['ticket_id'], created: false };
+        }
+        let ticket = null;
+        if (m.ticketId !== null) {
+            ticket = await loadTicket(tx, tenantId, m.ticketId, true);
+            if (ticket.contactEmail !== m.contactEmail) {
+                throw new ForbiddenError('The sender is not the ticket\'s contact.', { ticketId: m.ticketId });
+            }
+        }
+        else if (m.conversationId !== null && m.separate !== true) {
+            const found = await tx.execute(sql `
+        SELECT t.id FROM support_ticket t
+        WHERE t.tenant_id = ${tenantId}::uuid AND t.contact_email = ${m.contactEmail}
+          AND (t.conversation_id = ${m.conversationId}::uuid OR EXISTS (
+            SELECT 1 FROM support_message sm JOIN pipework_email_inbound i ON i.id = sm.inbound_email_id
+            WHERE sm.ticket_id = t.id AND i.conversation_id = ${m.conversationId}::uuid))
+        ORDER BY (t.conversation_id = ${m.conversationId}::uuid) DESC NULLS LAST, t.created_at DESC, t.id LIMIT 1`);
+            if (found[0] !== undefined)
+                ticket = await loadTicket(tx, tenantId, found[0]['id'], true);
+        }
+        let created = false;
+        if (ticket === null) {
+            let conversationId = m.conversationId;
+            if (m.separate === true)
+                conversationId = null;
+            if (conversationId !== null) {
+                const held = await tx.execute(sql `SELECT 1 FROM support_ticket WHERE tenant_id = ${tenantId}::uuid AND conversation_id = ${conversationId}::uuid`);
+                if (held.length > 0)
+                    conversationId = null;
+            }
+            const rows = await tx.execute(sql `
+        INSERT INTO support_ticket (tenant_id, state, subject, contact_email, contact_name, user_id, conversation_id)
+        VALUES (${tenantId}::uuid, 'open', ${m.subject}, ${m.contactEmail}, ${m.contactName}, ${m.userId}, ${conversationId}::uuid)
+        RETURNING *`);
+            ticket = toTicket(rows[0]);
+            created = true;
+            await audit(flow, tx, tenantId, 'create', ticket.id, { subject: ticket.subject, contact: ticket.contactEmail, channel: m.channel });
+        }
+        else {
+            await discardLive(flow, tx, ticket, 'customer-replied');
+            if (ticket.state !== 'open')
+                ticket = await moveTo(flow, tx, ticket, 'open', true);
+            const rows = await tx.execute(sql `UPDATE support_ticket SET last_customer_message_at = clock_timestamp(), updated_at = clock_timestamp() WHERE id = ${ticket.id}::uuid RETURNING *`);
+            ticket = toTicket(rows[0]);
+        }
+        await tx.execute(sql `
+      INSERT INTO support_message (tenant_id, ticket_id, kind, channel, text, html, from_address, inbound_email_id, attachments)
+      VALUES (${tenantId}::uuid, ${ticket.id}::uuid, 'inbound', ${m.channel}, ${m.text}, ${m.html}, ${m.fromAddress},
+        ${m.inboundEmailId}::uuid, ${m.attachments === null ? null : JSON.stringify(m.attachments)}::jsonb)`);
+        await audit(flow, tx, tenantId, 'receive', ticket.id, { channel: m.channel, emailId: m.inboundEmailId, created, separated: m.separate === true });
+        await emit(tx, created ? 'ticket.created' : 'ticket.customer-replied', ticket);
+        return { status: 'received', ticketId: ticket.id, created };
+    }
+    async function receiveEmail(email) {
+        const flow = requireContext();
+        if (email.tenantId === null) {
+            log.warn({ emailId: email.id }, 'support: received email has no tenant; dropped');
+            return { status: 'no-tenant' };
+        }
+        const tenantId = email.tenantId;
+        const contactEmail = email.from.address.trim().toLowerCase();
+        const verdict = contactEmail === '' ? 'drop' : screen(email);
+        if (verdict === 'drop') {
+            await audit(flow, null, tenantId, 'drop', email.id, {
+                reason: contactEmail === '' ? 'no-sender' : 'screened', virus: email.verdicts?.virus ?? null,
+            });
+            return { status: 'dropped' };
+        }
+        const attachments = email.attachments.flatMap(a => a.file === null
+            ? []
+            : [{ id: a.file.id, filename: a.filename, mediaType: a.mediaType, size: a.size }]);
+        return inTenant(flow, tenantId, tx => ingest(flow, tx, tenantId, {
+            channel: 'email', contactEmail, contactName: email.from.name === '' ? null : email.from.name, userId: null,
+            subject: email.subject.trim() === '' ? '(no subject)' : email.subject, text: email.text ?? '', html: email.html,
+            fromAddress: contactEmail, inboundEmailId: email.id, conversationId: email.conversationId,
+            attachments: attachments.length === 0 ? null : attachments, ticketId: null, separate: verdict === 'separate',
+        }));
+    }
+    async function receive(tenantId, input) {
+        const flow = requireContext();
+        requireUuid('tenantId', tenantId);
+        nonEmpty('text', input.text);
+        const contactEmail = nonEmpty('contact.email', input.contact.email).trim().toLowerCase();
+        if (input.channel !== 'chat' && input.channel !== 'api')
+            throw new ValidationError({ channel: ['must be chat or api'] }, 'support.receive: channel must be "chat" or "api".');
+        const firstLine = input.text.trim().split('\n')[0].slice(0, 200);
+        return inTenant(flow, tenantId, tx => ingest(flow, tx, tenantId, {
+            channel: input.channel, contactEmail, contactName: input.contact.name ?? null, userId: input.contact.userId ?? null,
+            subject: input.subject ?? firstLine, text: input.text, html: input.html ?? null, fromAddress: contactEmail,
+            inboundEmailId: null, conversationId: null, attachments: null, ticketId: input.ticketId ?? null,
+        }));
+    }
+    async function getDetail(tx, tenantId, ticketId) {
+        const ticket = await loadTicket(tx, tenantId, ticketId, false);
+        const messages = await tx.execute(sql `SELECT * FROM support_message WHERE ticket_id = ${ticketId}::uuid ORDER BY created_at, id`);
+        const links = await tx.execute(sql `SELECT * FROM support_link WHERE ticket_id = ${ticketId}::uuid ORDER BY created_at, id`);
+        return { ticket, messages: messages.map(toMessage), links: links.map(toLink) };
+    }
+    async function listTickets(tx, tenantId, options = {}) {
+        const limit = Math.min(options.limit ?? DEFAULT_LIST_LIMIT, MAX_LIST_LIMIT);
+        if (!Number.isInteger(limit) || limit < 1)
+            throw new ValidationError({ limit: ['must be a positive integer'] }, 'support.list: limit must be a positive integer.');
+        let cursorAt = null;
+        let cursorId = null;
+        if (options.cursor !== undefined) {
+            const [at, id] = Buffer.from(options.cursor, 'base64url').toString('utf-8').split('|');
+            if (at === undefined || id === undefined || !UUID_RE.test(id) || Number.isNaN(Date.parse(at))) {
+                throw new ValidationError({ cursor: ['is not a cursor from a previous page'] }, 'support.list: bad cursor.');
+            }
+            cursorAt = at;
+            cursorId = id;
+        }
+        const rows = await tx.execute(sql `
+      SELECT t.*, t.created_at::text AS created_at_raw FROM support_ticket t
+      WHERE t.tenant_id = ${tenantId}::uuid
+        AND (${options.state ?? null}::text IS NULL OR t.state = ${options.state ?? null})
+        AND (${options.category ?? null}::text IS NULL OR t.category = ${options.category ?? null})
+        AND (${cursorAt}::timestamptz IS NULL OR (t.created_at, t.id) < (${cursorAt}::timestamptz, ${cursorId}::uuid))
+      ORDER BY t.created_at DESC, t.id DESC LIMIT ${limit + 1}`);
+        const page = rows.slice(0, limit);
+        const last = page[page.length - 1];
+        const next = rows.length > limit && last !== undefined
+            ? Buffer.from(`${String(last['created_at_raw'])}|${String(last['id'])}`).toString('base64url')
+            : null;
+        return { tickets: page.map(toTicket), next };
+    }
+    async function setCategory(flow, tx, tenantId, ticketId, category) {
+        if (category !== null)
+            nonEmpty('category', category);
+        const before = await loadTicket(tx, tenantId, ticketId, true);
+        const rows = await tx.execute(sql `UPDATE support_ticket SET category = ${category}, updated_at = clock_timestamp() WHERE id = ${ticketId}::uuid RETURNING *`);
+        await audit(flow, tx, tenantId, 'categorise', ticketId, { from: before.category, to: category });
+        return toTicket(rows[0]);
+    }
+    async function transition(flow, tx, tenantId, ticketId, to) {
+        if (!TICKET_STATES.includes(to))
+            throw new ValidationError({ to: [`must be one of ${TICKET_STATES.join(', ')}`] }, `support.transition: unknown state "${String(to)}".`);
+        const ticket = await loadTicket(tx, tenantId, ticketId, true);
+        return moveTo(flow, tx, ticket, to, false);
+    }
+    async function addNote(flow, tx, tenantId, ticketId, text) {
+        nonEmpty('text', text);
+        await loadTicket(tx, tenantId, ticketId, true);
+        const rows = await tx.execute(sql `
+      INSERT INTO support_message (tenant_id, ticket_id, kind, channel, text, created_by)
+      VALUES (${tenantId}::uuid, ${ticketId}::uuid, 'note', 'api', ${text}, ${resolveActorId(flow)}) RETURNING *`);
+        await tx.execute(sql `UPDATE support_ticket SET updated_at = clock_timestamp() WHERE id = ${ticketId}::uuid`);
+        await audit(flow, tx, tenantId, 'note', ticketId, { messageId: rows[0]['id'] });
+        return toMessage(rows[0]);
+    }
+    async function link(flow, tx, tenantId, ticketId, l) {
+        nonEmpty('kind', l.kind);
+        nonEmpty('ref', l.ref);
+        await loadTicket(tx, tenantId, ticketId, true);
+        await tx.execute(sql `
+      INSERT INTO support_link (tenant_id, ticket_id, kind, ref, label)
+      VALUES (${tenantId}::uuid, ${ticketId}::uuid, ${l.kind}, ${l.ref}, ${l.label ?? null})
+      ON CONFLICT (ticket_id, kind, ref) DO UPDATE SET label = COALESCE(EXCLUDED.label, support_link.label)`);
+        const rows = await tx.execute(sql `SELECT * FROM support_link WHERE ticket_id = ${ticketId}::uuid AND kind = ${l.kind} AND ref = ${l.ref}`);
+        await audit(flow, tx, tenantId, 'link', ticketId, { kind: l.kind, ref: l.ref });
+        return toLink(rows[0]);
+    }
+    async function draftReply(flow, tx, tenantId, ticketId, draft) {
+        nonEmpty('text', draft.text);
+        if (draft.subject !== undefined)
+            nonEmpty('subject', draft.subject);
+        let ticket = await loadTicket(tx, tenantId, ticketId, true);
+        if (ticket.state === 'awaiting_approval') {
+            await discardLive(flow, tx, ticket, 'replaced');
+        }
+        else {
+            // From open the draft passes through triaged: both moves are taken and audited.
+            if (ticket.state === 'open')
+                ticket = await moveTo(flow, tx, ticket, 'triaged', true);
+            ticket = await moveTo(flow, tx, ticket, 'awaiting_approval', true);
+        }
+        const rows = await tx.execute(sql `
+      INSERT INTO support_message (tenant_id, ticket_id, kind, channel, subject, text, html, draft_status, created_by)
+      VALUES (${tenantId}::uuid, ${ticketId}::uuid, 'draft', 'email', ${draft.subject ?? null}, ${draft.text}, ${draft.html ?? null}, 'draft', ${resolveActorId(flow)})
+      RETURNING id, version`);
+        const draftId = rows[0]['id'];
+        await audit(flow, tx, tenantId, 'draft', ticketId, { draftId, version: 1 });
+        await emit(tx, 'draft.awaiting-approval', ticket);
+        return { draftId, version: Number(rows[0]['version']) };
+    }
+    async function editDraft(flow, tx, tenantId, draftId, patch) {
+        if (patch.text !== undefined)
+            nonEmpty('text', patch.text);
+        if (patch.subject !== undefined)
+            nonEmpty('subject', patch.subject);
+        const row = await loadDraftRow(tx, tenantId, draftId);
+        await loadTicket(tx, tenantId, row['ticket_id'], true);
+        const rows = await tx.execute(sql `
+      UPDATE support_message SET
+        text = COALESCE(${patch.text ?? null}, text), html = COALESCE(${patch.html ?? null}, html),
+        subject = COALESCE(${patch.subject ?? null}, subject), version = version + 1, created_by = ${resolveActorId(flow)}
+      WHERE id = ${draftId}::uuid AND draft_status = 'draft' RETURNING version`);
+        if (rows[0] === undefined)
+            throw staleDraft(String(row['draft_status']));
+        const version = Number(rows[0]['version']);
+        await audit(flow, tx, tenantId, 'draft', row['ticket_id'], { draftId, version, edited: true });
+        return { draftId, version };
+    }
+    function staleDraft(status, version) {
+        if (status === 'approved')
+            return new DraftStateError('approved', 'This draft is already approved.');
+        if (status === 'discarded')
+            return new DraftStateError('discarded', 'This draft was discarded.');
+        return new DraftStateError('changed', `This draft changed since it was read (version ${String(version?.actual)}, expected ${String(version?.expected)}).`);
+    }
+    async function discardDraft(flow, tx, tenantId, draftId) {
+        const row = await loadDraftRow(tx, tenantId, draftId);
+        const ticket = await loadTicket(tx, tenantId, row['ticket_id'], true);
+        const rows = await tx.execute(sql `UPDATE support_message SET draft_status = 'discarded' WHERE id = ${draftId}::uuid AND draft_status = 'draft' RETURNING id`);
+        if (rows[0] === undefined)
+            throw staleDraft(String(row['draft_status']));
+        await audit(flow, tx, tenantId, 'discard', ticket.id, { draftId, reason: 'discarded' });
+        await moveTo(flow, tx, ticket, 'triaged', true);
+    }
+    async function approve(explicit, draftId, options) {
+        const flow = requireContext();
+        const tenantId = tenantOf(explicit, flow);
+        const actorId = resolveActorId(flow);
+        if (actorId === null)
+            throw new ForbiddenError('Approving a reply needs an authenticated actor.');
+        if (!Number.isInteger(options.expectedVersion))
+            throw new ValidationError({ expectedVersion: ['must be an integer'] }, 'support.approve needs the expectedVersion the approver read.');
+        if (!(await config.canApprove({ actorId, tenantId }))) {
+            throw new ForbiddenError('This actor may not approve replies.', { actorId, tenantId });
+        }
+        return run(explicit, async (tx) => {
+            // The ticket row is locked first, so a customer message, a discard and a second approve wait for this one.
+            const row = await loadDraftRow(tx, tenantId, draftId);
+            const ticket = await loadTicket(tx, tenantId, row['ticket_id'], true);
+            const draft = toMessage(await loadDraftRow(tx, tenantId, draftId));
+            if (distinctApprover && draft.createdBy === actorId) {
+                throw new ForbiddenError('A draft cannot be approved by its author.', { actorId });
+            }
+            const claimed = await tx.execute(sql `
+        UPDATE support_message SET draft_status = 'approved', approved_by = ${actorId}, approved_at = clock_timestamp()
+        WHERE id = ${draftId}::uuid AND draft_status = 'draft' AND version = ${options.expectedVersion}
+        RETURNING *`);
+            if (claimed[0] === undefined)
+                throw staleDraft(draft.draftStatus ?? 'changed', { expected: options.expectedVersion, actual: draft.version });
+            // What is sent is what the update matched, not the earlier read.
+            const approved = toMessage(claimed[0]);
+            if (ticket.state !== 'awaiting_approval') {
+                throw new DraftStateError('not-awaiting-approval', `The ticket is ${ticket.state}, not awaiting approval.`);
+            }
+            const parent = await tx.execute(sql `
+        SELECT inbound_email_id FROM support_message
+        WHERE ticket_id = ${ticket.id}::uuid AND kind = 'inbound' AND inbound_email_id IS NOT NULL
+        ORDER BY created_at DESC, id DESC LIMIT 1`);
+            const inReplyTo = (parent[0]?.['inbound_email_id'] ?? null);
+            const subject = approved.subject ?? (/^re:/i.test(ticket.subject) ? ticket.subject : `Re: ${ticket.subject}`);
+            const sent = await config.mail.send(tx, {
+                to: ticket.contactEmail, template: replyTemplate,
+                data: { subject, text: approved.text, ...(approved.html !== null ? { html: approved.html } : {}) },
+                key: `support-reply:${draftId}`,
+                ...(ticket.conversationId !== null ? { conversationId: ticket.conversationId } : {}),
+                ...(inReplyTo !== null ? { inReplyTo } : {}),
+            });
+            await tx.execute(sql `UPDATE support_message SET email_message_id = ${sent.messageId}::uuid WHERE id = ${draftId}::uuid`);
+            const outbound = await tx.execute(sql `
+        INSERT INTO support_message (tenant_id, ticket_id, kind, channel, subject, text, html, approved_by, approved_at, email_message_id, created_by)
+        VALUES (${tenantId}::uuid, ${ticket.id}::uuid, 'outbound', 'email', ${subject}, ${approved.text}, ${approved.html}, ${actorId},
+          clock_timestamp(), ${sent.messageId}::uuid, ${approved.createdBy})
+        RETURNING id`);
+            await moveTo(flow, tx, ticket, 'answered', true);
+            await audit(flow, tx, tenantId, 'approve', ticket.id, { draftId, version: draft.version, approvedBy: actorId, emailMessageId: sent.messageId, author: draft.createdBy });
+            return { messageId: outbound[0]['id'], emailMessageId: sent.messageId };
+        });
+    }
+    const outbox = createOutbox({
+        table: 'support_event_delivery', groupColumn: 'ticket_id', database: undefined, sinks,
+        maxAttempts: config.maxAttempts ?? 10, backoffMs: config.backoffMs ?? 5000, label: 'support event delivery given up',
+        toDelivery: (row, attempt) => ({
+            id: row['id'], kind: row['kind'], key: row['ticket_id'], sink: row['sink'],
+            payload: row['payload'], attempt,
+        }),
+        onDelivered: (row, attempt) => auditDelivery('deliver', row, { attempt }),
+        onGivenUp: (row, attempt, error) => auditDelivery('deliver-failed', row, { attempt, error }),
+    });
+    async function auditDelivery(verb, row, extra) {
+        const flow = requireContext();
+        const payload = row['payload'];
+        await audit(flow, null, payload.tenantId, verb, row['ticket_id'], { sink: row['sink'], kind: row['kind'], ...extra });
+    }
+    const tickStep = __flowStep({ ref: 'pipework/support:tick' }, () => outbox.drain());
+    const job = fitting.use().job(jobType).fit(async () => tickStep());
+    // Each call exists twice: for the Flow's tenant, and as `<name>For(tenantId, ...)`.
+    const ops = {
+        get: (_f, tx, t, id) => getDetail(tx, t, id),
+        list: (_f, tx, t, o) => listTickets(tx, t, o),
+        setCategory: (f, tx, t, id, c) => setCategory(f, tx, t, id, c),
+        transition: (f, tx, t, id, to) => transition(f, tx, t, id, to),
+        addNote: (f, tx, t, id, text) => addNote(f, tx, t, id, text),
+        link: (f, tx, t, id, l) => link(f, tx, t, id, l),
+        draftReply: (f, tx, t, id, d) => draftReply(f, tx, t, id, d),
+        editDraft: (f, tx, t, id, d) => editDraft(f, tx, t, id, d),
+        discardDraft: (f, tx, t, id) => discardDraft(f, tx, t, id),
+    };
+    const api = {
+        approve: (draftId, options) => approve(null, draftId, options),
+        approveFor: (tenantId, draftId, options) => approve(tenantId, draftId, options),
+    };
+    for (const [name, fn] of Object.entries(ops)) {
+        const call = fn;
+        api[name] = (...args) => run(null, (tx, t, f) => call(f, tx, t, ...args));
+        api[`${name}For`] = (tenantId, ...args) => run(tenantId, (tx, t, f) => call(f, tx, t, ...args));
+    }
+    return {
+        ...api,
+        receiveEmail,
+        receive,
+        job: job,
+        tick: () => tickStep(),
+        async deliveries(options = {}) {
+            const rows = options.ticketId === undefined
+                ? await pipeSystem().execute(sql `SELECT * FROM support_event_delivery ORDER BY created_at, id`)
+                : await pipeSystem().execute(sql `SELECT * FROM support_event_delivery WHERE ticket_id = ${options.ticketId}::uuid ORDER BY created_at, id`);
+            return rows.map(r => ({
+                id: r['id'], ticketId: r['ticket_id'], kind: r['kind'], sink: r['sink'],
+                attempts: Number(r['attempts']), deliveredAt: r['delivered_at'] === null ? null : toDate(r['delivered_at']),
+                failedAt: r['failed_at'] === null ? null : toDate(r['failed_at']), lastError: (r['last_error'] ?? null),
+            }));
+        },
+    };
+}
+//# sourceMappingURL=handle.js.map

package/dist/infra/support/handle.js.map

@@ -0,0 +1 @@
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package/dist/infra/support/index.d.ts

@@ -0,0 +1,3 @@
+export { createSupport, supportTemplates, DraftStateError } from './handle.js';
+export type { Support, SupportConfig, TicketApi, Ticket, TicketMessage, TicketLink, TicketDetail, TicketState, ListOptions, ListPage, DraftInput, SupportSink, SupportDelivery, ScreenVerdict, ReceiveResult, ReceiveInput, SupportEventKind, SupportEventPayload, } from './handle.js';
+//# sourceMappingURL=index.d.ts.map

package/dist/infra/support/index.d.ts.map

@@ -0,0 +1 @@
+{"version":3,"file":"index.d.ts","sourceRoot":"","sources":["../../../src/infra/support/index.ts"],"names":[],"mappings":"AAAA,OAAO,EAAE,aAAa,EAAE,gBAAgB,EAAE,eAAe,EAAE,MAAM,aAAa,CAAA;AAC9E,YAAY,EACV,OAAO,EAAE,aAAa,EAAE,SAAS,EAAE,MAAM,EAAE,aAAa,EAAE,UAAU,EAAE,YAAY,EAAE,WAAW,EAAE,WAAW,EAAE,QAAQ,EACtH,UAAU,EAAE,WAAW,EAAE,eAAe,EAAE,aAAa,EAAE,aAAa,EAAE,YAAY,EAAE,gBAAgB,EAAE,mBAAmB,GAC5H,MAAM,aAAa,CAAA"}

package/dist/infra/support/index.js

@@ -0,0 +1,2 @@
+export { createSupport, supportTemplates, DraftStateError } from './handle.js';
+//# sourceMappingURL=index.js.map

package/dist/infra/support/index.js.map

@@ -0,0 +1 @@
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