feat: implement SLA and escalation (008)
Populates platform/business-calendars, orchestration/sla, and orchestration/escalation (all thin stubs until now) with the real engine: - business-calendars: a luxon-based day-by-day calendar walk (addBusinessMinutes/isWithinWorkingHours) excluding non-working hours, weekends, and holidays — replacing the naive createdAt+hours stub FR-004 explicitly forbids. - sla: most-specific SLAPolicy resolution (product/category/problemType/ priority, wildcard-or-exact-match, specificity-count + updatedAt tiebreak), SLARun creation on the first real publish of the long-unused TICKET_ASSIGNED domain event, durable pause/resume via an absolute-timestamp shift (no in-memory state, verified across a real buildApp() restart), and a repeatable BullMQ breach-detection sweep (src/jobs/sla, itself a previously-unregistered stub) that is directly callable for tests, not only reachable through a running worker. - escalation: EscalationPolicy/Rule CRUD (all 10 doc05 trigger types storable, only resolution_breach/first_response_breach evaluated), breach-triggered and manual escalation both funnel through one EscalationEvent + scoped re-assignment path. AssignmentEngine (007) gains assignToSpecificNode — a new, explicitly node-scoped entry point, since escalation must never let 007's general resolution re-derive a different node than the one a rule or a caller targeted. Two small pre-existing scaffold gaps were closed along the way: CategoriesRepository had no findById, and TICKET_ASSIGNED/SLA_BREACHED/ ESCALATION_TRIGGERED were defined since earlier phases but never published by any code. Verified against throwaway Docker Postgres/Redis (typecheck, lint, architecture-check all clean; 148/150 relevant tests pass — the 2 failures are pre-existing, MinIO-dependent, and unrelated to this feature). Co-Authored-By: Claude Sonnet 5 <noreply@anthropic.com>
This commit is contained in:
saqib mir
co-authored by
Claude Sonnet 5
Claude Sonnet 5
parent
bb31e9d641
commit
9357f03e1d
@@ -0,0 +1,147 @@
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-- CreateTable
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CREATE TABLE "sla_policies" (
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"id" TEXT NOT NULL,
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"name" TEXT NOT NULL,
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"productId" TEXT,
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"categoryId" TEXT,
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"problemTypeId" TEXT,
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"priority" TEXT,
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"firstResponseMinutes" INTEGER NOT NULL,
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"investigationMinutes" INTEGER,
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"resolutionMinutes" INTEGER NOT NULL,
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"customerResponseMinutes" INTEGER,
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"businessCalendarId" TEXT,
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"active" BOOLEAN NOT NULL DEFAULT true,
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"createdAt" TIMESTAMP(3) NOT NULL DEFAULT CURRENT_TIMESTAMP,
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"updatedAt" TIMESTAMP(3) NOT NULL,
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CONSTRAINT "sla_policies_pkey" PRIMARY KEY ("id")
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);
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-- CreateTable
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CREATE TABLE "sla_runs" (
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"id" TEXT NOT NULL,
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"ticketId" TEXT NOT NULL,
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"policyId" TEXT NOT NULL,
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"firstResponseDueAt" TIMESTAMP(3),
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"resolutionDueAt" TIMESTAMP(3),
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"status" TEXT NOT NULL,
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"pausedAt" TIMESTAMP(3),
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"resumedAt" TIMESTAMP(3),
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"breachedAt" TIMESTAMP(3),
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"firstResponseBreachedAt" TIMESTAMP(3),
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"completedAt" TIMESTAMP(3),
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CONSTRAINT "sla_runs_pkey" PRIMARY KEY ("id")
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);
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-- CreateTable
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CREATE TABLE "business_calendars" (
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"id" TEXT NOT NULL,
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"name" TEXT NOT NULL,
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"timezone" TEXT NOT NULL,
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"workingHours" JSONB NOT NULL,
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CONSTRAINT "business_calendars_pkey" PRIMARY KEY ("id")
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);
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-- CreateTable
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CREATE TABLE "holidays" (
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"id" TEXT NOT NULL,
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"calendarId" TEXT NOT NULL,
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"date" TIMESTAMP(3) NOT NULL,
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"description" TEXT,
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CONSTRAINT "holidays_pkey" PRIMARY KEY ("id")
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);
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-- CreateTable
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CREATE TABLE "escalation_policies" (
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"id" TEXT NOT NULL,
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"name" TEXT NOT NULL,
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"productId" TEXT,
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"active" BOOLEAN NOT NULL DEFAULT true,
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CONSTRAINT "escalation_policies_pkey" PRIMARY KEY ("id")
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);
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-- CreateTable
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CREATE TABLE "escalation_rules" (
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"id" TEXT NOT NULL,
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"policyId" TEXT NOT NULL,
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"triggerType" TEXT NOT NULL,
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"condition" JSONB NOT NULL,
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"targetNodeId" TEXT NOT NULL,
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"notify" JSONB NOT NULL,
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"active" BOOLEAN NOT NULL DEFAULT true,
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CONSTRAINT "escalation_rules_pkey" PRIMARY KEY ("id")
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);
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-- CreateTable
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CREATE TABLE "escalation_events" (
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"id" TEXT NOT NULL,
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"ticketId" TEXT NOT NULL,
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"ruleId" TEXT,
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"fromNodeId" TEXT,
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"toNodeId" TEXT,
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"reason" TEXT NOT NULL,
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"triggeredBy" TEXT NOT NULL,
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"createdAt" TIMESTAMP(3) NOT NULL DEFAULT CURRENT_TIMESTAMP,
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CONSTRAINT "escalation_events_pkey" PRIMARY KEY ("id")
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);
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-- CreateIndex
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CREATE INDEX "sla_policies_productId_categoryId_active_idx" ON "sla_policies"("productId", "categoryId", "active");
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-- CreateIndex
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CREATE UNIQUE INDEX "sla_runs_ticketId_key" ON "sla_runs"("ticketId");
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-- CreateIndex
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CREATE INDEX "sla_runs_status_resolutionDueAt_idx" ON "sla_runs"("status", "resolutionDueAt");
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-- CreateIndex
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CREATE INDEX "sla_runs_status_firstResponseDueAt_idx" ON "sla_runs"("status", "firstResponseDueAt");
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-- CreateIndex
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CREATE INDEX "holidays_calendarId_date_idx" ON "holidays"("calendarId", "date");
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-- CreateIndex
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CREATE INDEX "escalation_policies_productId_active_idx" ON "escalation_policies"("productId", "active");
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-- CreateIndex
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CREATE INDEX "escalation_rules_policyId_triggerType_active_idx" ON "escalation_rules"("policyId", "triggerType", "active");
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-- CreateIndex
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CREATE INDEX "escalation_events_ticketId_createdAt_idx" ON "escalation_events"("ticketId", "createdAt");
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-- AddForeignKey
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ALTER TABLE "sla_policies" ADD CONSTRAINT "sla_policies_productId_fkey" FOREIGN KEY ("productId") REFERENCES "products"("id") ON DELETE SET NULL ON UPDATE CASCADE;
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-- AddForeignKey
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ALTER TABLE "sla_policies" ADD CONSTRAINT "sla_policies_categoryId_fkey" FOREIGN KEY ("categoryId") REFERENCES "categories"("id") ON DELETE SET NULL ON UPDATE CASCADE;
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-- AddForeignKey
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ALTER TABLE "sla_policies" ADD CONSTRAINT "sla_policies_businessCalendarId_fkey" FOREIGN KEY ("businessCalendarId") REFERENCES "business_calendars"("id") ON DELETE SET NULL ON UPDATE CASCADE;
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-- AddForeignKey
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ALTER TABLE "sla_runs" ADD CONSTRAINT "sla_runs_ticketId_fkey" FOREIGN KEY ("ticketId") REFERENCES "tickets"("id") ON DELETE RESTRICT ON UPDATE CASCADE;
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-- AddForeignKey
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ALTER TABLE "sla_runs" ADD CONSTRAINT "sla_runs_policyId_fkey" FOREIGN KEY ("policyId") REFERENCES "sla_policies"("id") ON DELETE RESTRICT ON UPDATE CASCADE;
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-- AddForeignKey
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ALTER TABLE "holidays" ADD CONSTRAINT "holidays_calendarId_fkey" FOREIGN KEY ("calendarId") REFERENCES "business_calendars"("id") ON DELETE CASCADE ON UPDATE CASCADE;
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-- AddForeignKey
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ALTER TABLE "escalation_policies" ADD CONSTRAINT "escalation_policies_productId_fkey" FOREIGN KEY ("productId") REFERENCES "products"("id") ON DELETE SET NULL ON UPDATE CASCADE;
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-- AddForeignKey
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ALTER TABLE "escalation_rules" ADD CONSTRAINT "escalation_rules_policyId_fkey" FOREIGN KEY ("policyId") REFERENCES "escalation_policies"("id") ON DELETE RESTRICT ON UPDATE CASCADE;
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-- AddForeignKey
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ALTER TABLE "escalation_rules" ADD CONSTRAINT "escalation_rules_targetNodeId_fkey" FOREIGN KEY ("targetNodeId") REFERENCES "hierarchy_nodes"("id") ON DELETE RESTRICT ON UPDATE CASCADE;
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-- AddForeignKey
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ALTER TABLE "escalation_events" ADD CONSTRAINT "escalation_events_ticketId_fkey" FOREIGN KEY ("ticketId") REFERENCES "tickets"("id") ON DELETE RESTRICT ON UPDATE CASCADE;
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+138
-3
@@ -43,6 +43,8 @@ model Product {
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knownIssues KnownIssue[]
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runbooks Runbook[]
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aiConfidencePolicies AIConfidencePolicy[]
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slaPolicies SLAPolicy[]
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escalationPolicies EscalationPolicy[]
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@@map("products")
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}
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@@ -90,9 +92,10 @@ model Category {
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createdAt DateTime @default(now())
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updatedAt DateTime @updatedAt
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product Product @relation(fields: [productId], references: [id], onDelete: Cascade)
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problems Problem[]
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tickets Ticket[]
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product Product @relation(fields: [productId], references: [id], onDelete: Cascade)
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problems Problem[]
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tickets Ticket[]
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slaPolicies SLAPolicy[]
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@@map("categories")
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}
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@@ -145,6 +148,8 @@ model Ticket {
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aiSessions AISupportSession[]
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assignments Assignment[]
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assignmentHistory AssignmentHistory[]
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slaRun SLARun?
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escalationEvents EscalationEvent[]
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@@unique([productId, idempotencyKey])
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@@index([productId, status])
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@@ -465,6 +470,8 @@ model HierarchyNode {
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createdAt DateTime @default(now())
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updatedAt DateTime @updatedAt
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escalationRules EscalationRule[]
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@@index([parentId, order])
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@@index([active])
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@@map("hierarchy_nodes")
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@@ -502,3 +509,131 @@ model AssignmentHistory {
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@@index([ticketId, createdAt])
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@@map("assignment_history")
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}
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model SLAPolicy {
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id String @id @default(cuid())
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name String
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productId String? // wildcard when null — see data-model.md "Resolution"
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product Product? @relation(fields: [productId], references: [id])
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categoryId String?
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category Category? @relation(fields: [categoryId], references: [id])
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problemTypeId String? // free-text — no ProblemType table exists in this codebase
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priority String? // free-text, matches Ticket.priority
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firstResponseMinutes Int
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investigationMinutes Int? // stored per doc06; not read by this feature (spec.md Assumptions)
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resolutionMinutes Int
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customerResponseMinutes Int? // stored per doc06; not read by this feature (spec.md Assumptions)
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businessCalendarId String? // null = 24/7, no exclusions — an explicit policy choice
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businessCalendar BusinessCalendar? @relation(fields: [businessCalendarId], references: [id])
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active Boolean @default(true)
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createdAt DateTime @default(now())
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updatedAt DateTime @updatedAt
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slaRuns SLARun[]
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@@index([productId, categoryId, active])
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@@map("sla_policies")
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}
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model SLARun {
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id String @id @default(cuid())
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ticketId String @unique // one run per ticket — no reopen-cycle support (spec.md Assumptions)
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ticket Ticket @relation(fields: [ticketId], references: [id])
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policyId String
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policy SLAPolicy @relation(fields: [policyId], references: [id])
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firstResponseDueAt DateTime?
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resolutionDueAt DateTime?
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status String // running | paused | warning | breached | completed
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pausedAt DateTime?
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resumedAt DateTime?
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breachedAt DateTime?
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// Additive refinement beyond doc06 (research.md/data-model.md): records a first-response
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// breach separately from the resolution-timer breach status above, and doubles as the
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// idempotency guard for the breach-detection sweep (never re-fires on the same run).
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firstResponseBreachedAt DateTime?
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completedAt DateTime?
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@@index([status, resolutionDueAt])
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@@index([status, firstResponseDueAt])
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@@map("sla_runs")
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}
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model BusinessCalendar {
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id String @id @default(cuid())
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name String
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timezone String // IANA zone name, e.g. "America/New_York"
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workingHours Json // { mon?: {start,end}, tue?: ..., ... } — see research.md
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holidays Holiday[]
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policies SLAPolicy[]
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@@map("business_calendars")
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}
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model Holiday {
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id String @id @default(cuid())
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calendarId String
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calendar BusinessCalendar @relation(fields: [calendarId], references: [id], onDelete: Cascade)
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date DateTime // compared by calendar date only, in the calendar's own timezone
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description String?
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@@index([calendarId, date])
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@@map("holidays")
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}
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model EscalationPolicy {
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id String @id @default(cuid())
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name String
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productId String? // wildcard (global) when null — see research.md "Escalation policy resolution"
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product Product? @relation(fields: [productId], references: [id])
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active Boolean @default(true)
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rules EscalationRule[]
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@@index([productId, active])
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@@map("escalation_policies")
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}
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model EscalationRule {
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id String @id @default(cuid())
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policyId String
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policy EscalationPolicy @relation(fields: [policyId], references: [id])
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triggerType String // one of doc05 §6's 10 values; only resolution_breach/first_response_breach
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// are ever evaluated by this feature — the other 8 are valid, stored, inert config
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// (research.md)
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condition Json // stored, not evaluated, by this feature (research.md)
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targetNodeId String
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targetNode HierarchyNode @relation(fields: [targetNodeId], references: [id])
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notify Json // who/how to notify — stored and returned only, no delivery mechanism exists
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active Boolean @default(true)
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@@index([policyId, triggerType, active])
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@@map("escalation_rules")
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}
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model EscalationEvent {
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id String @id @default(cuid())
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ticketId String
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ticket Ticket @relation(fields: [ticketId], references: [id])
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ruleId String? // null for a manual escalation or a breach with no matching rule
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fromNodeId String?
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toNodeId String?
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reason String
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triggeredBy String // system | <agentId> | <adminId>
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createdAt DateTime @default(now())
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@@index([ticketId, createdAt])
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@@map("escalation_events")
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}
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