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>
This commit is contained in:
@@ -39,6 +39,8 @@ export const IIOS_EVENTS = {
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messagePersisted: 'com.insignia.iios.message.persisted.v1',
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inboxItemCreated: 'com.insignia.iios.inbox.item.created.v1',
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ticketCreated: 'com.insignia.iios.support.ticket.created.v1',
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ticketStateChanged: 'com.insignia.iios.support.ticket.state.changed.v1',
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callbackRequested: 'com.insignia.iios.support.callback.requested.v1',
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notificationQueued: 'com.insignia.iios.notification.queued.v1',
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deliveryAttempted: 'com.insignia.iios.delivery.attempted.v1',
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} as const;
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@@ -0,0 +1,155 @@
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-- CreateEnum
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CREATE TYPE "IiosTicketState" AS ENUM ('NEW', 'OPEN', 'PENDING_CUSTOMER', 'PENDING_INTERNAL', 'RESOLVED', 'CLOSED', 'CANCELLED');
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-- CreateEnum
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CREATE TYPE "IiosTicketPriority" AS ENUM ('P0', 'P1', 'P2', 'P3', 'P4');
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-- CreateEnum
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CREATE TYPE "IiosCallbackStatus" AS ENUM ('PENDING', 'SCHEDULED', 'COMPLETED', 'MISSED', 'CANCELLED');
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-- CreateTable
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CREATE TABLE "IiosSupportQueue" (
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"id" TEXT NOT NULL,
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"scopeId" TEXT NOT NULL,
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"name" TEXT NOT NULL,
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"supportTier" TEXT NOT NULL DEFAULT 'REGULAR',
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"assignmentPolicy" JSONB,
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"enabled" BOOLEAN NOT NULL DEFAULT true,
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"createdAt" TIMESTAMP(3) NOT NULL DEFAULT CURRENT_TIMESTAMP,
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CONSTRAINT "IiosSupportQueue_pkey" PRIMARY KEY ("id")
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);
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-- CreateTable
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CREATE TABLE "IiosSupportTeamMember" (
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"queueId" TEXT NOT NULL,
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"actorId" TEXT NOT NULL,
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"role" TEXT NOT NULL DEFAULT 'AGENT',
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"maxActive" INTEGER NOT NULL DEFAULT 3,
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"activeCount" INTEGER NOT NULL DEFAULT 0,
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"availabilityState" TEXT NOT NULL DEFAULT 'OFFLINE',
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CONSTRAINT "IiosSupportTeamMember_pkey" PRIMARY KEY ("queueId","actorId")
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);
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-- CreateTable
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CREATE TABLE "IiosTicket" (
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"id" TEXT NOT NULL,
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"scopeId" TEXT NOT NULL,
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"queueId" TEXT,
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"requesterActorId" TEXT,
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"assignedActorId" TEXT,
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"subject" TEXT NOT NULL,
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"state" "IiosTicketState" NOT NULL DEFAULT 'NEW',
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"priority" "IiosTicketPriority" NOT NULL DEFAULT 'P3',
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"issueClass" TEXT,
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"createdFromInteractionId" TEXT,
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"traceId" TEXT,
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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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"metadata" JSONB,
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CONSTRAINT "IiosTicket_pkey" PRIMARY KEY ("id")
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);
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-- CreateTable
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CREATE TABLE "IiosTicketThreadLink" (
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"ticketId" TEXT NOT NULL,
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"threadId" TEXT NOT NULL,
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"relationKind" TEXT NOT NULL DEFAULT 'PRIMARY',
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"linkedAt" TIMESTAMP(3) NOT NULL DEFAULT CURRENT_TIMESTAMP,
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CONSTRAINT "IiosTicketThreadLink_pkey" PRIMARY KEY ("ticketId","threadId")
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);
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-- CreateTable
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CREATE TABLE "IiosTicketStateHistory" (
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"id" TEXT NOT NULL,
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"ticketId" TEXT NOT NULL,
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"fromState" "IiosTicketState",
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"toState" "IiosTicketState" NOT NULL,
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"actorId" TEXT,
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"reasonCode" TEXT,
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"at" TIMESTAMP(3) NOT NULL DEFAULT CURRENT_TIMESTAMP,
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CONSTRAINT "IiosTicketStateHistory_pkey" PRIMARY KEY ("id")
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);
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-- CreateTable
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CREATE TABLE "IiosCallbackRequest" (
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"id" TEXT NOT NULL,
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"scopeId" TEXT NOT NULL,
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"ticketId" TEXT,
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"requesterActorId" TEXT NOT NULL,
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"preferChannel" TEXT NOT NULL,
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"preferredTime" TIMESTAMP(3),
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"notes" TEXT,
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"status" "IiosCallbackStatus" NOT NULL DEFAULT 'PENDING',
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"meetingRef" TEXT,
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"createdAt" TIMESTAMP(3) NOT NULL DEFAULT CURRENT_TIMESTAMP,
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CONSTRAINT "IiosCallbackRequest_pkey" PRIMARY KEY ("id")
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);
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-- CreateIndex
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CREATE INDEX "IiosSupportQueue_scopeId_idx" ON "IiosSupportQueue"("scopeId");
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-- CreateIndex
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CREATE INDEX "IiosSupportTeamMember_actorId_idx" ON "IiosSupportTeamMember"("actorId");
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-- CreateIndex
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CREATE INDEX "IiosTicket_scopeId_state_idx" ON "IiosTicket"("scopeId", "state");
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-- CreateIndex
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CREATE INDEX "IiosTicket_assignedActorId_state_idx" ON "IiosTicket"("assignedActorId", "state");
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-- CreateIndex
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CREATE INDEX "IiosTicketThreadLink_threadId_idx" ON "IiosTicketThreadLink"("threadId");
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-- CreateIndex
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CREATE INDEX "IiosTicketStateHistory_ticketId_idx" ON "IiosTicketStateHistory"("ticketId");
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-- CreateIndex
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CREATE INDEX "IiosCallbackRequest_scopeId_status_idx" ON "IiosCallbackRequest"("scopeId", "status");
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-- AddForeignKey
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ALTER TABLE "IiosSupportQueue" ADD CONSTRAINT "IiosSupportQueue_scopeId_fkey" FOREIGN KEY ("scopeId") REFERENCES "IiosScope"("id") ON DELETE CASCADE ON UPDATE CASCADE;
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-- AddForeignKey
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ALTER TABLE "IiosSupportTeamMember" ADD CONSTRAINT "IiosSupportTeamMember_queueId_fkey" FOREIGN KEY ("queueId") REFERENCES "IiosSupportQueue"("id") ON DELETE CASCADE ON UPDATE CASCADE;
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-- AddForeignKey
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ALTER TABLE "IiosSupportTeamMember" ADD CONSTRAINT "IiosSupportTeamMember_actorId_fkey" FOREIGN KEY ("actorId") REFERENCES "IiosActorRef"("id") ON DELETE RESTRICT ON UPDATE CASCADE;
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-- AddForeignKey
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ALTER TABLE "IiosTicket" ADD CONSTRAINT "IiosTicket_scopeId_fkey" FOREIGN KEY ("scopeId") REFERENCES "IiosScope"("id") ON DELETE CASCADE ON UPDATE CASCADE;
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-- AddForeignKey
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ALTER TABLE "IiosTicket" ADD CONSTRAINT "IiosTicket_queueId_fkey" FOREIGN KEY ("queueId") REFERENCES "IiosSupportQueue"("id") ON DELETE SET NULL ON UPDATE CASCADE;
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-- AddForeignKey
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ALTER TABLE "IiosTicket" ADD CONSTRAINT "IiosTicket_requesterActorId_fkey" FOREIGN KEY ("requesterActorId") REFERENCES "IiosActorRef"("id") ON DELETE SET NULL ON UPDATE CASCADE;
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-- AddForeignKey
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ALTER TABLE "IiosTicket" ADD CONSTRAINT "IiosTicket_assignedActorId_fkey" FOREIGN KEY ("assignedActorId") REFERENCES "IiosActorRef"("id") ON DELETE SET NULL ON UPDATE CASCADE;
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-- AddForeignKey
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ALTER TABLE "IiosTicket" ADD CONSTRAINT "IiosTicket_createdFromInteractionId_fkey" FOREIGN KEY ("createdFromInteractionId") REFERENCES "IiosInteraction"("id") ON DELETE SET NULL ON UPDATE CASCADE;
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-- AddForeignKey
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ALTER TABLE "IiosTicketThreadLink" ADD CONSTRAINT "IiosTicketThreadLink_ticketId_fkey" FOREIGN KEY ("ticketId") REFERENCES "IiosTicket"("id") ON DELETE CASCADE ON UPDATE CASCADE;
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-- AddForeignKey
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ALTER TABLE "IiosTicketThreadLink" ADD CONSTRAINT "IiosTicketThreadLink_threadId_fkey" FOREIGN KEY ("threadId") REFERENCES "IiosThread"("id") ON DELETE CASCADE ON UPDATE CASCADE;
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-- AddForeignKey
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ALTER TABLE "IiosTicketStateHistory" ADD CONSTRAINT "IiosTicketStateHistory_ticketId_fkey" FOREIGN KEY ("ticketId") REFERENCES "IiosTicket"("id") ON DELETE CASCADE ON UPDATE CASCADE;
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-- AddForeignKey
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ALTER TABLE "IiosCallbackRequest" ADD CONSTRAINT "IiosCallbackRequest_scopeId_fkey" FOREIGN KEY ("scopeId") REFERENCES "IiosScope"("id") ON DELETE CASCADE ON UPDATE CASCADE;
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-- AddForeignKey
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ALTER TABLE "IiosCallbackRequest" ADD CONSTRAINT "IiosCallbackRequest_ticketId_fkey" FOREIGN KEY ("ticketId") REFERENCES "IiosTicket"("id") ON DELETE SET NULL ON UPDATE CASCADE;
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-- AddForeignKey
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ALTER TABLE "IiosCallbackRequest" ADD CONSTRAINT "IiosCallbackRequest_requesterActorId_fkey" FOREIGN KEY ("requesterActorId") REFERENCES "IiosActorRef"("id") ON DELETE RESTRICT ON UPDATE CASCADE;
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@@ -95,6 +95,32 @@ enum IiosInboxState {
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STALE
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}
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enum IiosTicketState {
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NEW
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OPEN
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PENDING_CUSTOMER
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PENDING_INTERNAL
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RESOLVED
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CLOSED
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CANCELLED
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}
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enum IiosTicketPriority {
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P0
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P1
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P2
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P3
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P4
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}
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enum IiosCallbackStatus {
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PENDING
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SCHEDULED
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COMPLETED
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MISSED
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CANCELLED
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}
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// ─── Kernel tables ────────────────────────────────────────────────
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/// Frozen six-vector scope. orgId + appId are REQUIRED (no global-by-null).
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@@ -114,6 +140,9 @@ model IiosScope {
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threads IiosThread[]
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interactions IiosInteraction[]
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inboxItems IiosInboxItem[]
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supportQueues IiosSupportQueue[]
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tickets IiosTicket[]
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callbacks IiosCallbackRequest[]
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@@index([orgId, appId, tenantId])
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}
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@@ -157,6 +186,10 @@ model IiosActorRef {
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receipts IiosMessageReceipt[]
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unreadCounters IiosUnreadCounter[]
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inboxItemsOwned IiosInboxItem[]
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teamMemberships IiosSupportTeamMember[]
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ticketsRequested IiosTicket[] @relation("TicketRequester")
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ticketsAssigned IiosTicket[] @relation("TicketAssignee")
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callbacksRequested IiosCallbackRequest[]
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}
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/// A configured channel surface (PORTAL in P1).
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@@ -200,6 +233,7 @@ model IiosThread {
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interactions IiosInteraction[]
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unreadCounters IiosUnreadCounter[]
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inboxItems IiosInboxItem[]
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ticketLinks IiosTicketThreadLink[]
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@@index([scopeId, status])
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}
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@@ -242,9 +276,10 @@ model IiosInteraction {
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traceId String?
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metadata Json?
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parts IiosMessagePart[]
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receipts IiosMessageReceipt[]
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inboxItems IiosInboxItem[]
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parts IiosMessagePart[]
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receipts IiosMessageReceipt[]
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inboxItems IiosInboxItem[]
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ticketsCreatedFrom IiosTicket[]
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@@unique([scopeId, idempotencyKey])
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@@index([threadId, occurredAt])
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@@ -369,3 +404,113 @@ model IiosInboxItemStateHistory {
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@@index([inboxItemId])
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}
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// ─── P4: Support (specialization over message + inbox) ────────────
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/// A support queue; agents (team members) are assigned tickets from it.
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model IiosSupportQueue {
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id String @id @default(cuid())
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scopeId String
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scope IiosScope @relation(fields: [scopeId], references: [id], onDelete: Cascade)
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name String
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supportTier String @default("REGULAR")
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assignmentPolicy Json?
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enabled Boolean @default(true)
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createdAt DateTime @default(now())
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members IiosSupportTeamMember[]
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tickets IiosTicket[]
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@@index([scopeId])
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}
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/// An agent's membership + capacity in a queue. Agent = an ActorRef that is a member.
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model IiosSupportTeamMember {
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queueId String
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queue IiosSupportQueue @relation(fields: [queueId], references: [id], onDelete: Cascade)
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actorId String
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actor IiosActorRef @relation(fields: [actorId], references: [id])
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role String @default("AGENT")
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maxActive Int @default(3)
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activeCount Int @default(0)
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availabilityState String @default("OFFLINE")
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@@id([queueId, actorId])
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@@index([actorId])
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}
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/// Support work object. Linked many-to-many to threads; the thread stays generic.
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model IiosTicket {
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id String @id @default(cuid())
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scopeId String
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scope IiosScope @relation(fields: [scopeId], references: [id], onDelete: Cascade)
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queueId String?
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queue IiosSupportQueue? @relation(fields: [queueId], references: [id])
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requesterActorId String?
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requesterActor IiosActorRef? @relation("TicketRequester", fields: [requesterActorId], references: [id])
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assignedActorId String?
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assignedActor IiosActorRef? @relation("TicketAssignee", fields: [assignedActorId], references: [id])
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subject String
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state IiosTicketState @default(NEW)
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priority IiosTicketPriority @default(P3)
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issueClass String?
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createdFromInteractionId String?
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createdFromInteraction IiosInteraction? @relation(fields: [createdFromInteractionId], references: [id])
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traceId String?
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createdAt DateTime @default(now())
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updatedAt DateTime @updatedAt
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metadata Json?
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threadLinks IiosTicketThreadLink[]
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stateHistory IiosTicketStateHistory[]
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callbacks IiosCallbackRequest[]
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@@index([scopeId, state])
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@@index([assignedActorId, state])
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}
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/// M:N link between tickets and kernel threads (one thread ↔ many tickets, and vice-versa).
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model IiosTicketThreadLink {
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ticketId String
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ticket IiosTicket @relation(fields: [ticketId], references: [id], onDelete: Cascade)
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threadId String
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thread IiosThread @relation(fields: [threadId], references: [id], onDelete: Cascade)
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relationKind String @default("PRIMARY")
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linkedAt DateTime @default(now())
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@@id([ticketId, threadId])
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@@index([threadId])
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}
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/// Ticket state-transition audit.
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model IiosTicketStateHistory {
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id String @id @default(cuid())
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ticketId String
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ticket IiosTicket @relation(fields: [ticketId], references: [id], onDelete: Cascade)
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fromState IiosTicketState?
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toState IiosTicketState
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actorId String?
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reasonCode String?
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at DateTime @default(now())
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@@index([ticketId])
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}
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/// Callback request placeholder (the Meeting module is P8; meetingRef is a stub).
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model IiosCallbackRequest {
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id String @id @default(cuid())
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scopeId String
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scope IiosScope @relation(fields: [scopeId], references: [id], onDelete: Cascade)
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ticketId String?
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ticket IiosTicket? @relation(fields: [ticketId], references: [id])
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requesterActorId String
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requesterActor IiosActorRef @relation(fields: [requesterActorId], references: [id])
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preferChannel String
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preferredTime DateTime?
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notes String?
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status IiosCallbackStatus @default(PENDING)
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meetingRef String?
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createdAt DateTime @default(now())
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@@index([scopeId, status])
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}
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Block a user