feat(service): P4 doc-faithfulness — SLA placeholder columns, issueSubclass, traceId on state.changed

Adds ticket.slaDueAt + ticket.issueSubclass + queue.slaPolicyRef (placeholder
columns, no timer logic until P7) and propagates ticket.traceId onto
ticket.state.changed events (assignment + transition). 45 tests still green.

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

packages/iios-service/prisma/migrations/20260701065451_support_sla_placeholders/migration.sql

@@ -0,0 +1,6 @@
+-- AlterTable
+ALTER TABLE "IiosSupportQueue" ADD COLUMN     "slaPolicyRef" TEXT;
+
+-- AlterTable
+ALTER TABLE "IiosTicket" ADD COLUMN     "issueSubclass" TEXT,
+ADD COLUMN     "slaDueAt" TIMESTAMP(3);

packages/iios-service/prisma/schema.prisma

@@ -414,6 +414,7 @@ model IiosSupportQueue {
   scope            IiosScope @relation(fields: [scopeId], references: [id], onDelete: Cascade)
   name             String
   supportTier      String    @default("REGULAR")
+  slaPolicyRef     String? // SLA placeholder (no timer logic until P7)
   assignmentPolicy Json?
   enabled          Boolean   @default(true)
   createdAt        DateTime  @default(now())
@@ -454,6 +455,8 @@ model IiosTicket {
   state                   IiosTicketState    @default(NEW)
   priority                IiosTicketPriority @default(P3)
   issueClass              String?
+  issueSubclass           String?
+  slaDueAt                DateTime? // SLA placeholder (no timer logic until P7)
   createdFromInteractionId String?
   createdFromInteraction  IiosInteraction?   @relation(fields: [createdFromInteractionId], references: [id])
   traceId                 String?

packages/iios-service/src/support/assignment.service.ts

@@ -55,7 +55,12 @@ export class AssignmentService implements OnModuleInit {
       subject: `ticket/${ticketId}`,
       time: new Date().toISOString(),
       datacontenttype: 'application/json',
-      insignia: { scopeSnapshotId: ticket.scopeId, idempotencyKey: `assign:${ticketId}`, dataClass: 'internal' },
+      insignia: {
+        scopeSnapshotId: ticket.scopeId,
+        correlationId: ticket.traceId ?? undefined,
+        idempotencyKey: `assign:${ticketId}`,
+        dataClass: 'internal',
+      },
       data: { ticketId, fromState: ticket.state, toState: 'OPEN', assignedActorId: member.actorId },
     };
 

packages/iios-service/src/support/support.service.ts

@@ -123,7 +123,12 @@ export class SupportService {
       subject: `ticket/${ticketId}`,
       time: new Date().toISOString(),
       datacontenttype: 'application/json',
-      insignia: { scopeSnapshotId: ticket.scopeId, idempotencyKey: `ticketstate:${ticketId}:${toState}`, dataClass: 'internal' },
+      insignia: {
+        scopeSnapshotId: ticket.scopeId,
+        correlationId: ticket.traceId ?? undefined,
+        idempotencyKey: `ticketstate:${ticketId}:${toState}`,
+        dataClass: 'internal',
+      },
       data: { ticketId, fromState: ticket.state, toState },
     };
     const [updated] = await this.prisma.$transaction([