feat(service): P4.2 SupportService — tickets, M:N thread links, transitions, callback
createTicket (NEW + history + ticket.created event, default queue), escalate, linkThread/unlinkThread (M:N both directions), transition state machine + ticket.state.changed, requestCallback placeholder, listTickets (mine/assigned), fail-closed. 6 tests green. Co-Authored-By: Claude Opus 4.8 (1M context) <noreply@anthropic.com>
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import { randomUUID } from 'node:crypto';
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import { BadRequestException, Inject, Injectable, NotFoundException } from '@nestjs/common';
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import { Prisma, IiosTicketState, IiosTicketPriority } from '@prisma/client';
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import { CloudEvent, IIOS_EVENTS, IiosPlatformPorts } from '@insignia/iios-contracts';
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import { PrismaService } from '../prisma/prisma.service';
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import { PLATFORM_PORTS } from '../platform/platform-ports';
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import { decideOrThrow } from '../platform/fail-closed';
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import { ActorResolver, type MessagePrincipal } from '../identity/actor.resolver';
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const TICKET_TRANSITIONS: Record<IiosTicketState, IiosTicketState[]> = {
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NEW: ['OPEN', 'CANCELLED'],
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OPEN: ['PENDING_CUSTOMER', 'PENDING_INTERNAL', 'RESOLVED', 'CANCELLED'],
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PENDING_CUSTOMER: ['OPEN', 'RESOLVED', 'CANCELLED'],
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PENDING_INTERNAL: ['OPEN', 'RESOLVED', 'CANCELLED'],
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RESOLVED: ['CLOSED', 'OPEN'],
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CLOSED: ['OPEN'],
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CANCELLED: [],
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};
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/**
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* Support specialization (P4). Imports the kernel via ActorResolver; NEVER
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* touched by the message/inbox layers. Escalation creates a ticket linked M:N
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* to a generic kernel thread and emits support.ticket.created for the
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* (event-driven) assignment worker.
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*/
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@Injectable()
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export class SupportService {
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constructor(
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private readonly prisma: PrismaService,
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@Inject(PLATFORM_PORTS) private readonly ports: IiosPlatformPorts,
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private readonly actors: ActorResolver,
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) {}
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async createTicket(
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principal: MessagePrincipal,
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input: { subject: string; priority?: IiosTicketPriority; threadId?: string; queueId?: string },
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) {
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await decideOrThrow(this.ports, { action: 'iios.support.ticket.create', scope: principal });
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const scope = await this.actors.resolveScope(principal);
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const requester = await this.actors.resolveActor(scope.id, principal);
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const traceId = randomUUID();
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// Default to the scope's first enabled queue so assignment has candidates.
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const queueId =
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input.queueId ??
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(await this.prisma.iiosSupportQueue.findFirst({ where: { scopeId: scope.id, enabled: true } }))?.id;
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return this.prisma.$transaction(async (tx) => {
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const ticket = await tx.iiosTicket.create({
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data: {
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scopeId: scope.id,
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queueId,
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requesterActorId: requester.id,
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subject: input.subject,
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priority: input.priority ?? 'P3',
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traceId,
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},
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});
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await tx.iiosTicketStateHistory.create({
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data: { ticketId: ticket.id, toState: 'NEW', actorId: requester.id, reasonCode: 'created' },
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});
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if (input.threadId) {
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await tx.iiosTicketThreadLink.create({ data: { ticketId: ticket.id, threadId: input.threadId } });
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}
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const event: CloudEvent = {
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specversion: '1.0',
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id: `evt_${ticket.id}`,
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type: IIOS_EVENTS.ticketCreated,
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source: `iios/support/${scope.id}`,
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subject: `ticket/${ticket.id}`,
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time: new Date().toISOString(),
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datacontenttype: 'application/json',
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insignia: { scopeSnapshotId: scope.id, correlationId: traceId, idempotencyKey: `ticket:${ticket.id}`, dataClass: 'internal' },
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data: { ticketId: ticket.id, scopeId: scope.id, queueId, threadId: input.threadId },
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};
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await tx.iiosOutboxEvent.create({
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data: {
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aggregateType: 'ticket',
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aggregateId: ticket.id,
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eventType: IIOS_EVENTS.ticketCreated,
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cloudEvent: event as unknown as Prisma.InputJsonValue,
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partitionKey: `${scope.id}:${ticket.id}`,
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},
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});
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return ticket;
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});
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}
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/** Escalate a chat thread to support: create a ticket linked to that thread. */
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async escalate(threadId: string, principal: MessagePrincipal, subject?: string) {
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const thread = await this.prisma.iiosThread.findUnique({ where: { id: threadId } });
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if (!thread) throw new NotFoundException('thread not found');
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return this.createTicket(principal, { subject: subject ?? thread.subject ?? 'Support request', threadId });
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}
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async linkThread(ticketId: string, threadId: string, relationKind = 'PRIMARY'): Promise<void> {
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await this.prisma.iiosTicketThreadLink.upsert({
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where: { ticketId_threadId: { ticketId, threadId } },
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create: { ticketId, threadId, relationKind },
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update: {},
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});
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}
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async unlinkThread(ticketId: string, threadId: string): Promise<void> {
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await this.prisma.iiosTicketThreadLink
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.delete({ where: { ticketId_threadId: { ticketId, threadId } } })
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.catch(() => undefined);
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}
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async transition(ticketId: string, principal: MessagePrincipal, toState: IiosTicketState, reason?: string) {
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const ticket = await this.prisma.iiosTicket.findUnique({ where: { id: ticketId } });
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if (!ticket) throw new NotFoundException('ticket not found');
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await decideOrThrow(this.ports, { action: 'iios.support.ticket.transition', ticketId, scopeId: ticket.scopeId });
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if (!TICKET_TRANSITIONS[ticket.state].includes(toState)) {
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throw new BadRequestException(`illegal transition ${ticket.state} -> ${toState}`);
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}
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const actor = await this.actors.resolveActor(ticket.scopeId, principal);
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const event: CloudEvent = {
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specversion: '1.0',
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id: `evt_ticketstate_${ticketId}_${toState}`,
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type: IIOS_EVENTS.ticketStateChanged,
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source: `iios/support/${ticket.scopeId}`,
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subject: `ticket/${ticketId}`,
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time: new Date().toISOString(),
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datacontenttype: 'application/json',
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insignia: { scopeSnapshotId: ticket.scopeId, idempotencyKey: `ticketstate:${ticketId}:${toState}`, dataClass: 'internal' },
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data: { ticketId, fromState: ticket.state, toState },
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};
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const [updated] = await this.prisma.$transaction([
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this.prisma.iiosTicket.update({ where: { id: ticketId }, data: { state: toState } }),
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this.prisma.iiosTicketStateHistory.create({
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data: { ticketId, fromState: ticket.state, toState, actorId: actor.id, reasonCode: reason },
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}),
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this.prisma.iiosOutboxEvent.create({
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data: {
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aggregateType: 'ticket',
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aggregateId: ticketId,
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eventType: IIOS_EVENTS.ticketStateChanged,
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cloudEvent: event as unknown as Prisma.InputJsonValue,
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partitionKey: `${ticket.scopeId}:${ticketId}`,
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},
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}),
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]);
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return updated;
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}
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async requestCallback(
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principal: MessagePrincipal,
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input: { preferChannel: string; preferredTime?: Date; notes?: string; ticketId?: string },
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) {
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await decideOrThrow(this.ports, { action: 'iios.support.callback.request', scope: principal });
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const scope = await this.actors.resolveScope(principal);
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const requester = await this.actors.resolveActor(scope.id, principal);
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return this.prisma.iiosCallbackRequest.create({
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data: {
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scopeId: scope.id,
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requesterActorId: requester.id,
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preferChannel: input.preferChannel,
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preferredTime: input.preferredTime,
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notes: input.notes,
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ticketId: input.ticketId,
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status: input.preferredTime ? 'SCHEDULED' : 'PENDING',
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},
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});
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}
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async listTickets(principal: MessagePrincipal, opts: { scope: 'mine' | 'assigned' }) {
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await decideOrThrow(this.ports, { action: 'iios.support.ticket.list', scope: principal });
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const scope = await this.actors.resolveScope(principal);
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const actor = await this.actors.resolveActor(scope.id, principal);
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const where =
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opts.scope === 'assigned' ? { assignedActorId: actor.id } : { requesterActorId: actor.id };
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return this.prisma.iiosTicket.findMany({
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where,
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orderBy: { updatedAt: 'desc' },
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include: { threadLinks: true },
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});
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}
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}
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