start to add new features

2026-06-23 11:24:17 +01:00
parent 4ee0b8e604
commit aec6989053
11 changed files with 201 additions and 28 deletions
@@ -201,3 +201,102 @@ Issue resolved and verified.
 The requested work has been completed and no further action is currently required. This ticket is now closed.
 ```

+## Ticket Workflow Stabilisation Checklist
+
+This module treats the following workflows as mandatory production Helpdesk behaviour. Future changes must preserve these flows and update tests when behaviour changes.
+
+### Create ticket
+
+1. Open **Helpdesk > Tickets > Create**.
+2. Enter a subject and details.
+3. Use the browser spell checker in the subject and details editor before submitting.
+4. Attach supporting files where useful.
+5. Click **Create Ticket** once.
+
+Validation must run only after **Create Ticket** is clicked. Rich-text editor synchronisation must not trigger premature validation or require a second click.
+
+### Public reply
+
+1. Open a ticket.
+2. Choose **Public reply**.
+3. Enter the response.
+4. Submit the response.
+
+A public reply is visible in the conversation and counts toward the first-response SLA. The first public response should set the first response timestamp once and must not be overwritten by later replies.
+
+### Internal note
+
+1. Open a ticket.
+2. Choose **Internal note**.
+3. Enter staff-only information.
+4. Submit the note.
+
+Internal notes are not customer-visible and must not satisfy the public first-response SLA.
+
+### Close ticket
+
+1. Open the ticket controls.
+2. Select a closed status.
+3. Enter a mandatory closure comment when prompted.
+4. Choose whether the closure comment is public or internal.
+5. Confirm **Close ticket**.
+
+The closure comment is required for auditability. The resolution SLA should be recorded after closure.
+
+### Reopen ticket
+
+1. Open a closed ticket.
+2. Select an open or in-progress status.
+3. Add a reopen reason where the UI requires one.
+4. Continue with public replies, internal notes, timers and attachments.
+
+The original closure history must remain intact.
+
+### SLA
+
+The SLA panel must show clear operational wording:
+
+- Awaiting public reply.
+- Due soon.
+- SLA met.
+- Responded late.
+- Breached.
+
+It should show who first responded, when they responded, and how long it took. SLA audit events should be retained for review.
+
+### Timer
+
+1. Start a timer only when work begins.
+2. The live elapsed timer appears only while the timer is running.
+3. End the timer when work stops.
+4. Confirm the saved time in the ticket log.
+
+Timer UI must not leave hidden or unused JavaScript files behind.
+
+### Attachments
+
+Attachments may be added to tickets and responses. Uploaded files must remain validated by type and size, stored safely, and associated with the correct ticket/comment.
+
+### Ticket reference sequence
+
+Ticket references must be generated from `helpdesk_ticket_sequences` when the migration has run. The sequence row is locked during ticket creation, and the initial value is calculated from all existing ticket references, including soft-deleted tickets. This avoids duplicate references such as reusing `HD-2026-00002`.
+
+### Spell checking
+
+Browser-native spell checking is enabled on ticket subjects, details, public replies, threaded replies, timer notes and closure comments using `spellcheck="true"` and `lang="en-GB"`.
+
+### Regression coverage expected
+
+The module should keep tests around:
+
+- Create ticket submit-only validation.
+- Body editor synchronisation.
+- Public and internal replies.
+- Mandatory closure comments.
+- Reopen behaviour where implemented.
+- SLA state and audit trail updates.
+- Timer start/end logging.
+- Attachment validation and association.
+- Reference sequence collision prevention.
+- Browser spellcheck attributes on writable fields.
+