Michael Chihlas
394f729595
Tenant-scoped fallback ticket model for accounts without PSA integration. Tracks customer-name, problem-statement, status lifecycle (open/walking/ resolved/escalated), and optional links to flow/proposal/ai_session/ assigned engineer + PSA promotion ID. Account-scoped RLS policy uses app.current_account_id session setting. Co-Authored-By: Claude Opus 4.7 <noreply@anthropic.com>
118 lines
4.3 KiB
Python
118 lines
4.3 KiB
Python
"""Internal ticket model.
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Fallback ticket table for L1 intake when the account has no PSA integration.
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Tracks the customer-facing problem, resolution lifecycle, and optional links
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to a flow, flow proposal, AI session, and assigned engineer.
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"""
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import uuid
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from datetime import datetime, timezone
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from typing import Optional, TYPE_CHECKING
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from sqlalchemy import String, Text, DateTime, ForeignKey, CheckConstraint
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from sqlalchemy import text as sa_text
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from sqlalchemy.orm import Mapped, mapped_column, relationship
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from sqlalchemy.dialects.postgresql import UUID
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from app.core.database import Base
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if TYPE_CHECKING:
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from app.models.account import Account
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from app.models.user import User
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from app.models.tree import Tree
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from app.models.flow_proposal import FlowProposal
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from app.models.ai_session import AISession
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class InternalTicket(Base):
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"""A fallback support ticket for accounts without a PSA integration.
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status lifecycle:
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- open: Submitted, not yet picked up.
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- walking: L1 technician is actively walking the flow.
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- resolved: Issue resolved; resolution_notes captured.
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- escalated: Could not resolve; requires higher-tier intervention.
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"""
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__tablename__ = "internal_tickets"
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__table_args__ = (
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CheckConstraint(
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"status IN ('open', 'walking', 'resolved', 'escalated')",
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name="ck_internal_tickets_status",
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),
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)
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id: Mapped[uuid.UUID] = mapped_column(
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UUID(as_uuid=True), primary_key=True, default=uuid.uuid4
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)
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account_id: Mapped[uuid.UUID] = mapped_column(
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UUID(as_uuid=True),
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ForeignKey("accounts.id", ondelete="CASCADE"),
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nullable=False,
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index=True,
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)
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created_by_user_id: Mapped[uuid.UUID] = mapped_column(
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UUID(as_uuid=True),
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ForeignKey("users.id", ondelete="RESTRICT"),
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nullable=False,
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)
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# ── Customer info ──
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customer_name: Mapped[Optional[str]] = mapped_column(String(120), nullable=True)
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customer_contact: Mapped[Optional[str]] = mapped_column(String(200), nullable=True)
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problem_statement: Mapped[str] = mapped_column(Text(), nullable=False)
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# ── Lifecycle ──
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status: Mapped[str] = mapped_column(
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String(30), nullable=False, server_default=sa_text("'open'"), index=True,
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)
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# ── Optional links ──
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flow_id: Mapped[Optional[uuid.UUID]] = mapped_column(
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UUID(as_uuid=True),
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ForeignKey("trees.id", ondelete="SET NULL"),
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nullable=True,
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)
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flow_proposal_id: Mapped[Optional[uuid.UUID]] = mapped_column(
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UUID(as_uuid=True),
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ForeignKey("flow_proposals.id", ondelete="SET NULL"),
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nullable=True,
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)
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ai_session_id: Mapped[Optional[uuid.UUID]] = mapped_column(
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UUID(as_uuid=True),
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ForeignKey("ai_sessions.id", ondelete="SET NULL"),
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nullable=True,
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)
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assigned_user_id: Mapped[Optional[uuid.UUID]] = mapped_column(
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UUID(as_uuid=True),
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ForeignKey("users.id", ondelete="SET NULL"),
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nullable=True,
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index=True,
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)
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# ── Resolution ──
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resolution_notes: Mapped[Optional[str]] = mapped_column(Text(), nullable=True)
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psa_promoted_ticket_id: Mapped[Optional[str]] = mapped_column(
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String(64), nullable=True,
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comment="External PSA ticket ID when this ticket is promoted to a PSA system",
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)
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# ── Timestamps ──
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created_at: Mapped[datetime] = mapped_column(
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DateTime(timezone=True), default=lambda: datetime.now(timezone.utc)
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)
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updated_at: Mapped[datetime] = mapped_column(
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DateTime(timezone=True),
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default=lambda: datetime.now(timezone.utc),
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onupdate=lambda: datetime.now(timezone.utc),
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)
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resolved_at: Mapped[Optional[datetime]] = mapped_column(
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DateTime(timezone=True), nullable=True,
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)
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# ── Relationships ──
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account: Mapped["Account"] = relationship("Account")
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created_by: Mapped["User"] = relationship("User", foreign_keys=[created_by_user_id])
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assigned_user: Mapped[Optional["User"]] = relationship("User", foreign_keys=[assigned_user_id])
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flow: Mapped[Optional["Tree"]] = relationship("Tree")
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flow_proposal: Mapped[Optional["FlowProposal"]] = relationship("FlowProposal")
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ai_session: Mapped[Optional["AISession"]] = relationship("AISession")
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