feat(service): P4.1 support tables (queue/team_member/ticket/ticket_thread_link/state_history/callback) + events

Co-Authored-By: Claude Opus 4.8 (1M context) <noreply@anthropic.com>

packages/iios-contracts/src/events.ts

@@ -39,6 +39,8 @@ export const IIOS_EVENTS = {
   messagePersisted: 'com.insignia.iios.message.persisted.v1',
   inboxItemCreated: 'com.insignia.iios.inbox.item.created.v1',
   ticketCreated: 'com.insignia.iios.support.ticket.created.v1',
+  ticketStateChanged: 'com.insignia.iios.support.ticket.state.changed.v1',
+  callbackRequested: 'com.insignia.iios.support.callback.requested.v1',
   notificationQueued: 'com.insignia.iios.notification.queued.v1',
   deliveryAttempted: 'com.insignia.iios.delivery.attempted.v1',
 } as const;

packages/iios-service/prisma/migrations/20260701062059_support_init/migration.sql

@@ -0,0 +1,155 @@
+-- CreateEnum
+CREATE TYPE "IiosTicketState" AS ENUM ('NEW', 'OPEN', 'PENDING_CUSTOMER', 'PENDING_INTERNAL', 'RESOLVED', 'CLOSED', 'CANCELLED');
+
+-- CreateEnum
+CREATE TYPE "IiosTicketPriority" AS ENUM ('P0', 'P1', 'P2', 'P3', 'P4');
+
+-- CreateEnum
+CREATE TYPE "IiosCallbackStatus" AS ENUM ('PENDING', 'SCHEDULED', 'COMPLETED', 'MISSED', 'CANCELLED');
+
+-- CreateTable
+CREATE TABLE "IiosSupportQueue" (
+    "id" TEXT NOT NULL,
+    "scopeId" TEXT NOT NULL,
+    "name" TEXT NOT NULL,
+    "supportTier" TEXT NOT NULL DEFAULT 'REGULAR',
+    "assignmentPolicy" JSONB,
+    "enabled" BOOLEAN NOT NULL DEFAULT true,
+    "createdAt" TIMESTAMP(3) NOT NULL DEFAULT CURRENT_TIMESTAMP,
+
+    CONSTRAINT "IiosSupportQueue_pkey" PRIMARY KEY ("id")
+);
+
+-- CreateTable
+CREATE TABLE "IiosSupportTeamMember" (
+    "queueId" TEXT NOT NULL,
+    "actorId" TEXT NOT NULL,
+    "role" TEXT NOT NULL DEFAULT 'AGENT',
+    "maxActive" INTEGER NOT NULL DEFAULT 3,
+    "activeCount" INTEGER NOT NULL DEFAULT 0,
+    "availabilityState" TEXT NOT NULL DEFAULT 'OFFLINE',
+
+    CONSTRAINT "IiosSupportTeamMember_pkey" PRIMARY KEY ("queueId","actorId")
+);
+
+-- CreateTable
+CREATE TABLE "IiosTicket" (
+    "id" TEXT NOT NULL,
+    "scopeId" TEXT NOT NULL,
+    "queueId" TEXT,
+    "requesterActorId" TEXT,
+    "assignedActorId" TEXT,
+    "subject" TEXT NOT NULL,
+    "state" "IiosTicketState" NOT NULL DEFAULT 'NEW',
+    "priority" "IiosTicketPriority" NOT NULL DEFAULT 'P3',
+    "issueClass" TEXT,
+    "createdFromInteractionId" TEXT,
+    "traceId" TEXT,
+    "createdAt" TIMESTAMP(3) NOT NULL DEFAULT CURRENT_TIMESTAMP,
+    "updatedAt" TIMESTAMP(3) NOT NULL,
+    "metadata" JSONB,
+
+    CONSTRAINT "IiosTicket_pkey" PRIMARY KEY ("id")
+);
+
+-- CreateTable
+CREATE TABLE "IiosTicketThreadLink" (
+    "ticketId" TEXT NOT NULL,
+    "threadId" TEXT NOT NULL,
+    "relationKind" TEXT NOT NULL DEFAULT 'PRIMARY',
+    "linkedAt" TIMESTAMP(3) NOT NULL DEFAULT CURRENT_TIMESTAMP,
+
+    CONSTRAINT "IiosTicketThreadLink_pkey" PRIMARY KEY ("ticketId","threadId")
+);
+
+-- CreateTable
+CREATE TABLE "IiosTicketStateHistory" (
+    "id" TEXT NOT NULL,
+    "ticketId" TEXT NOT NULL,
+    "fromState" "IiosTicketState",
+    "toState" "IiosTicketState" NOT NULL,
+    "actorId" TEXT,
+    "reasonCode" TEXT,
+    "at" TIMESTAMP(3) NOT NULL DEFAULT CURRENT_TIMESTAMP,
+
+    CONSTRAINT "IiosTicketStateHistory_pkey" PRIMARY KEY ("id")
+);
+
+-- CreateTable
+CREATE TABLE "IiosCallbackRequest" (
+    "id" TEXT NOT NULL,
+    "scopeId" TEXT NOT NULL,
+    "ticketId" TEXT,
+    "requesterActorId" TEXT NOT NULL,
+    "preferChannel" TEXT NOT NULL,
+    "preferredTime" TIMESTAMP(3),
+    "notes" TEXT,
+    "status" "IiosCallbackStatus" NOT NULL DEFAULT 'PENDING',
+    "meetingRef" TEXT,
+    "createdAt" TIMESTAMP(3) NOT NULL DEFAULT CURRENT_TIMESTAMP,
+
+    CONSTRAINT "IiosCallbackRequest_pkey" PRIMARY KEY ("id")
+);
+
+-- CreateIndex
+CREATE INDEX "IiosSupportQueue_scopeId_idx" ON "IiosSupportQueue"("scopeId");
+
+-- CreateIndex
+CREATE INDEX "IiosSupportTeamMember_actorId_idx" ON "IiosSupportTeamMember"("actorId");
+
+-- CreateIndex
+CREATE INDEX "IiosTicket_scopeId_state_idx" ON "IiosTicket"("scopeId", "state");
+
+-- CreateIndex
+CREATE INDEX "IiosTicket_assignedActorId_state_idx" ON "IiosTicket"("assignedActorId", "state");
+
+-- CreateIndex
+CREATE INDEX "IiosTicketThreadLink_threadId_idx" ON "IiosTicketThreadLink"("threadId");
+
+-- CreateIndex
+CREATE INDEX "IiosTicketStateHistory_ticketId_idx" ON "IiosTicketStateHistory"("ticketId");
+
+-- CreateIndex
+CREATE INDEX "IiosCallbackRequest_scopeId_status_idx" ON "IiosCallbackRequest"("scopeId", "status");
+
+-- AddForeignKey
+ALTER TABLE "IiosSupportQueue" ADD CONSTRAINT "IiosSupportQueue_scopeId_fkey" FOREIGN KEY ("scopeId") REFERENCES "IiosScope"("id") ON DELETE CASCADE ON UPDATE CASCADE;
+
+-- AddForeignKey
+ALTER TABLE "IiosSupportTeamMember" ADD CONSTRAINT "IiosSupportTeamMember_queueId_fkey" FOREIGN KEY ("queueId") REFERENCES "IiosSupportQueue"("id") ON DELETE CASCADE ON UPDATE CASCADE;
+
+-- AddForeignKey
+ALTER TABLE "IiosSupportTeamMember" ADD CONSTRAINT "IiosSupportTeamMember_actorId_fkey" FOREIGN KEY ("actorId") REFERENCES "IiosActorRef"("id") ON DELETE RESTRICT ON UPDATE CASCADE;
+
+-- AddForeignKey
+ALTER TABLE "IiosTicket" ADD CONSTRAINT "IiosTicket_scopeId_fkey" FOREIGN KEY ("scopeId") REFERENCES "IiosScope"("id") ON DELETE CASCADE ON UPDATE CASCADE;
+
+-- AddForeignKey
+ALTER TABLE "IiosTicket" ADD CONSTRAINT "IiosTicket_queueId_fkey" FOREIGN KEY ("queueId") REFERENCES "IiosSupportQueue"("id") ON DELETE SET NULL ON UPDATE CASCADE;
+
+-- AddForeignKey
+ALTER TABLE "IiosTicket" ADD CONSTRAINT "IiosTicket_requesterActorId_fkey" FOREIGN KEY ("requesterActorId") REFERENCES "IiosActorRef"("id") ON DELETE SET NULL ON UPDATE CASCADE;
+
+-- AddForeignKey
+ALTER TABLE "IiosTicket" ADD CONSTRAINT "IiosTicket_assignedActorId_fkey" FOREIGN KEY ("assignedActorId") REFERENCES "IiosActorRef"("id") ON DELETE SET NULL ON UPDATE CASCADE;
+
+-- AddForeignKey
+ALTER TABLE "IiosTicket" ADD CONSTRAINT "IiosTicket_createdFromInteractionId_fkey" FOREIGN KEY ("createdFromInteractionId") REFERENCES "IiosInteraction"("id") ON DELETE SET NULL ON UPDATE CASCADE;
+
+-- AddForeignKey
+ALTER TABLE "IiosTicketThreadLink" ADD CONSTRAINT "IiosTicketThreadLink_ticketId_fkey" FOREIGN KEY ("ticketId") REFERENCES "IiosTicket"("id") ON DELETE CASCADE ON UPDATE CASCADE;
+
+-- AddForeignKey
+ALTER TABLE "IiosTicketThreadLink" ADD CONSTRAINT "IiosTicketThreadLink_threadId_fkey" FOREIGN KEY ("threadId") REFERENCES "IiosThread"("id") ON DELETE CASCADE ON UPDATE CASCADE;
+
+-- AddForeignKey
+ALTER TABLE "IiosTicketStateHistory" ADD CONSTRAINT "IiosTicketStateHistory_ticketId_fkey" FOREIGN KEY ("ticketId") REFERENCES "IiosTicket"("id") ON DELETE CASCADE ON UPDATE CASCADE;
+
+-- AddForeignKey
+ALTER TABLE "IiosCallbackRequest" ADD CONSTRAINT "IiosCallbackRequest_scopeId_fkey" FOREIGN KEY ("scopeId") REFERENCES "IiosScope"("id") ON DELETE CASCADE ON UPDATE CASCADE;
+
+-- AddForeignKey
+ALTER TABLE "IiosCallbackRequest" ADD CONSTRAINT "IiosCallbackRequest_ticketId_fkey" FOREIGN KEY ("ticketId") REFERENCES "IiosTicket"("id") ON DELETE SET NULL ON UPDATE CASCADE;
+
+-- AddForeignKey
+ALTER TABLE "IiosCallbackRequest" ADD CONSTRAINT "IiosCallbackRequest_requesterActorId_fkey" FOREIGN KEY ("requesterActorId") REFERENCES "IiosActorRef"("id") ON DELETE RESTRICT ON UPDATE CASCADE;

packages/iios-service/prisma/schema.prisma

@@ -95,6 +95,32 @@ enum IiosInboxState {
   STALE
 }
 
+enum IiosTicketState {
+  NEW
+  OPEN
+  PENDING_CUSTOMER
+  PENDING_INTERNAL
+  RESOLVED
+  CLOSED
+  CANCELLED
+}
+
+enum IiosTicketPriority {
+  P0
+  P1
+  P2
+  P3
+  P4
+}
+
+enum IiosCallbackStatus {
+  PENDING
+  SCHEDULED
+  COMPLETED
+  MISSED
+  CANCELLED
+}
+
 // ─── Kernel tables ────────────────────────────────────────────────
 
 /// Frozen six-vector scope. orgId + appId are REQUIRED (no global-by-null).
@@ -114,6 +140,9 @@ model IiosScope {
   threads       IiosThread[]
   interactions  IiosInteraction[]
   inboxItems    IiosInboxItem[]
+  supportQueues IiosSupportQueue[]
+  tickets       IiosTicket[]
+  callbacks     IiosCallbackRequest[]
 
   @@index([orgId, appId, tenantId])
 }
@@ -157,6 +186,10 @@ model IiosActorRef {
   receipts           IiosMessageReceipt[]
   unreadCounters     IiosUnreadCounter[]
   inboxItemsOwned    IiosInboxItem[]
+  teamMemberships    IiosSupportTeamMember[]
+  ticketsRequested   IiosTicket[]            @relation("TicketRequester")
+  ticketsAssigned    IiosTicket[]            @relation("TicketAssignee")
+  callbacksRequested IiosCallbackRequest[]
 }
 
 /// A configured channel surface (PORTAL in P1).
@@ -200,6 +233,7 @@ model IiosThread {
   interactions   IiosInteraction[]
   unreadCounters IiosUnreadCounter[]
   inboxItems     IiosInboxItem[]
+  ticketLinks    IiosTicketThreadLink[]
 
   @@index([scopeId, status])
 }
@@ -242,9 +276,10 @@ model IiosInteraction {
   traceId             String?
   metadata            Json?
 
-  parts      IiosMessagePart[]
+  parts             IiosMessagePart[]
-  receipts   IiosMessageReceipt[]
+  receipts          IiosMessageReceipt[]
-  inboxItems IiosInboxItem[]
+  inboxItems        IiosInboxItem[]
+  ticketsCreatedFrom IiosTicket[]
 
   @@unique([scopeId, idempotencyKey])
   @@index([threadId, occurredAt])
@@ -369,3 +404,113 @@ model IiosInboxItemStateHistory {
 
   @@index([inboxItemId])
 }
+
+// ─── P4: Support (specialization over message + inbox) ────────────
+
+/// A support queue; agents (team members) are assigned tickets from it.
+model IiosSupportQueue {
+  id               String    @id @default(cuid())
+  scopeId          String
+  scope            IiosScope @relation(fields: [scopeId], references: [id], onDelete: Cascade)
+  name             String
+  supportTier      String    @default("REGULAR")
+  assignmentPolicy Json?
+  enabled          Boolean   @default(true)
+  createdAt        DateTime  @default(now())
+
+  members IiosSupportTeamMember[]
+  tickets IiosTicket[]
+
+  @@index([scopeId])
+}
+
+/// An agent's membership + capacity in a queue. Agent = an ActorRef that is a member.
+model IiosSupportTeamMember {
+  queueId           String
+  queue             IiosSupportQueue @relation(fields: [queueId], references: [id], onDelete: Cascade)
+  actorId           String
+  actor             IiosActorRef     @relation(fields: [actorId], references: [id])
+  role              String           @default("AGENT")
+  maxActive         Int              @default(3)
+  activeCount       Int              @default(0)
+  availabilityState String           @default("OFFLINE")
+
+  @@id([queueId, actorId])
+  @@index([actorId])
+}
+
+/// Support work object. Linked many-to-many to threads; the thread stays generic.
+model IiosTicket {
+  id                      String             @id @default(cuid())
+  scopeId                 String
+  scope                   IiosScope          @relation(fields: [scopeId], references: [id], onDelete: Cascade)
+  queueId                 String?
+  queue                   IiosSupportQueue?  @relation(fields: [queueId], references: [id])
+  requesterActorId        String?
+  requesterActor          IiosActorRef?      @relation("TicketRequester", fields: [requesterActorId], references: [id])
+  assignedActorId         String?
+  assignedActor           IiosActorRef?      @relation("TicketAssignee", fields: [assignedActorId], references: [id])
+  subject                 String
+  state                   IiosTicketState    @default(NEW)
+  priority                IiosTicketPriority @default(P3)
+  issueClass              String?
+  createdFromInteractionId String?
+  createdFromInteraction  IiosInteraction?   @relation(fields: [createdFromInteractionId], references: [id])
+  traceId                 String?
+  createdAt               DateTime           @default(now())
+  updatedAt               DateTime           @updatedAt
+  metadata                Json?
+
+  threadLinks  IiosTicketThreadLink[]
+  stateHistory IiosTicketStateHistory[]
+  callbacks    IiosCallbackRequest[]
+
+  @@index([scopeId, state])
+  @@index([assignedActorId, state])
+}
+
+/// M:N link between tickets and kernel threads (one thread ↔ many tickets, and vice-versa).
+model IiosTicketThreadLink {
+  ticketId     String
+  ticket       IiosTicket @relation(fields: [ticketId], references: [id], onDelete: Cascade)
+  threadId     String
+  thread       IiosThread @relation(fields: [threadId], references: [id], onDelete: Cascade)
+  relationKind String     @default("PRIMARY")
+  linkedAt     DateTime   @default(now())
+
+  @@id([ticketId, threadId])
+  @@index([threadId])
+}
+
+/// Ticket state-transition audit.
+model IiosTicketStateHistory {
+  id         String           @id @default(cuid())
+  ticketId   String
+  ticket     IiosTicket       @relation(fields: [ticketId], references: [id], onDelete: Cascade)
+  fromState  IiosTicketState?
+  toState    IiosTicketState
+  actorId    String?
+  reasonCode String?
+  at         DateTime         @default(now())
+
+  @@index([ticketId])
+}
+
+/// Callback request placeholder (the Meeting module is P8; meetingRef is a stub).
+model IiosCallbackRequest {
+  id               String             @id @default(cuid())
+  scopeId          String
+  scope            IiosScope          @relation(fields: [scopeId], references: [id], onDelete: Cascade)
+  ticketId         String?
+  ticket           IiosTicket?        @relation(fields: [ticketId], references: [id])
+  requesterActorId String
+  requesterActor   IiosActorRef       @relation(fields: [requesterActorId], references: [id])
+  preferChannel    String
+  preferredTime    DateTime?
+  notes            String?
+  status           IiosCallbackStatus @default(PENDING)
+  meetingRef       String?
+  createdAt        DateTime           @default(now())
+
+  @@index([scopeId, status])
+}