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major helpdesk updates

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This commit is contained in:
Mark Gregory
2026-06-15 13:47:58 +01:00
parent 330d6922a4
commit b668116b11
47 changed files with 2350 additions and 23 deletions
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Modules/Helpdesk/Database/Migrations/2026_06_15_000100_add_redmineup_inspired_helpdesk_features.php
+208
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@@ -0,0 +1,208 @@
<?php
declare(strict_types=1);
use Illuminate\Database\Migrations\Migration;
use Illuminate\Database\Schema\Blueprint;
use Illuminate\Support\Facades\Schema;
return new class extends Migration
{
public function up(): void
{
Schema::create('helpdesk_products', static function (Blueprint $table): void {
$table->id();
$table->foreignId('company_id')->nullable()->constrained('companies')->nullOnDelete();
$table->string('name', 160);
$table->string('slug', 180);
$table->string('type', 60)->default('service');
$table->string('version', 80)->nullable();
$table->string('release_channel', 80)->nullable();
$table->text('description')->nullable();
$table->boolean('is_active')->default(true);
$table->timestamps();
$table->unique(['company_id', 'slug']);
});
Schema::create('helpdesk_sla_policies', static function (Blueprint $table): void {
$table->id();
$table->foreignId('company_id')->nullable()->constrained('companies')->nullOnDelete();
$table->foreignId('priority_id')->nullable()->constrained('helpdesk_priorities')->nullOnDelete();
$table->foreignId('category_id')->nullable()->constrained('helpdesk_categories')->nullOnDelete();
$table->string('name', 160);
$table->string('slug', 180);
$table->unsignedInteger('first_response_minutes')->default(240);
$table->unsignedInteger('resolution_minutes')->default(2880);
$table->boolean('business_hours_only')->default(false);
$table->boolean('is_default')->default(false);
$table->boolean('is_active')->default(true);
$table->timestamps();
$table->unique(['company_id', 'slug']);
$table->index(['priority_id', 'category_id', 'is_active']);
});
Schema::table('helpdesk_tickets', static function (Blueprint $table): void {
if (! Schema::hasColumn('helpdesk_tickets', 'sla_policy_id')) {
$table->foreignId('sla_policy_id')->nullable()->after('team_id')->constrained('helpdesk_sla_policies')->nullOnDelete();
}
if (! Schema::hasColumn('helpdesk_tickets', 'product_id')) {
$table->foreignId('product_id')->nullable()->after('project_id')->constrained('helpdesk_products')->nullOnDelete();
}
if (! Schema::hasColumn('helpdesk_tickets', 'first_response_at')) {
$table->timestamp('first_response_at')->nullable()->after('due_at');
}
if (! Schema::hasColumn('helpdesk_tickets', 'sla_first_response_due_at')) {
$table->timestamp('sla_first_response_due_at')->nullable()->after('first_response_at');
}
if (! Schema::hasColumn('helpdesk_tickets', 'sla_resolution_due_at')) {
$table->timestamp('sla_resolution_due_at')->nullable()->after('sla_first_response_due_at');
}
if (! Schema::hasColumn('helpdesk_tickets', 'sla_first_response_breached_at')) {
$table->timestamp('sla_first_response_breached_at')->nullable()->after('sla_resolution_due_at');
}
if (! Schema::hasColumn('helpdesk_tickets', 'sla_resolution_breached_at')) {
$table->timestamp('sla_resolution_breached_at')->nullable()->after('sla_first_response_breached_at');
}
if (! Schema::hasColumn('helpdesk_tickets', 'public_replies_count')) {
$table->unsignedInteger('public_replies_count')->default(0)->after('sla_resolution_breached_at');
}
if (! Schema::hasColumn('helpdesk_tickets', 'time_spent_minutes')) {
$table->unsignedInteger('time_spent_minutes')->default(0)->after('public_replies_count');
}
$table->index(['sla_policy_id', 'sla_resolution_due_at'], 'helpdesk_tickets_sla_policy_due_idx');
$table->index(['product_id', 'completed_at'], 'helpdesk_tickets_product_closed_idx');
});
Schema::table('helpdesk_workflow_logs', static function (Blueprint $table): void {
if (! Schema::hasColumn('helpdesk_workflow_logs', 'tracking_token')) {
$table->string('tracking_token', 64)->nullable()->unique()->after('status');
}
if (! Schema::hasColumn('helpdesk_workflow_logs', 'first_opened_at')) {
$table->timestamp('first_opened_at')->nullable()->after('tracking_token');
}
if (! Schema::hasColumn('helpdesk_workflow_logs', 'last_opened_at')) {
$table->timestamp('last_opened_at')->nullable()->after('first_opened_at');
}
if (! Schema::hasColumn('helpdesk_workflow_logs', 'opened_count')) {
$table->unsignedInteger('opened_count')->default(0)->after('last_opened_at');
}
});
Schema::create('helpdesk_canned_responses', static function (Blueprint $table): void {
$table->id();
$table->foreignId('company_id')->nullable()->constrained('companies')->nullOnDelete();
$table->foreignId('category_id')->nullable()->constrained('helpdesk_categories')->nullOnDelete();
$table->foreignId('team_id')->nullable()->constrained('helpdesk_teams')->nullOnDelete();
$table->string('name', 160);
$table->string('slug', 180);
$table->string('visibility', 40)->default('agents');
$table->string('subject', 220)->nullable();
$table->longText('body');
$table->boolean('is_active')->default(true);
$table->unsignedInteger('sort_order')->default(0);
$table->timestamps();
$table->unique(['company_id', 'slug']);
$table->index(['category_id', 'team_id', 'is_active']);
});
Schema::create('helpdesk_automation_rules', static function (Blueprint $table): void {
$table->id();
$table->foreignId('company_id')->nullable()->constrained('companies')->nullOnDelete();
$table->string('name', 160);
$table->string('slug', 180);
$table->string('match_sender', 190)->nullable();
$table->string('match_subject', 220)->nullable();
$table->string('match_mailbox', 190)->nullable();
$table->foreignId('match_category_id')->nullable()->constrained('helpdesk_categories')->nullOnDelete();
$table->foreignId('set_priority_id')->nullable()->constrained('helpdesk_priorities')->nullOnDelete();
$table->foreignId('set_category_id')->nullable()->constrained('helpdesk_categories')->nullOnDelete();
$table->foreignId('set_team_id')->nullable()->constrained('helpdesk_teams')->nullOnDelete();
$table->foreignId('set_project_id')->nullable()->constrained('helpdesk_projects')->nullOnDelete();
$table->foreignId('set_status_id')->nullable()->constrained('helpdesk_statuses')->nullOnDelete();
$table->foreignId('set_agent_id')->nullable()->constrained('users')->nullOnDelete();
$table->boolean('is_active')->default(true);
$table->unsignedInteger('sort_order')->default(0);
$table->timestamps();
$table->unique(['company_id', 'slug']);
$table->index(['is_active', 'sort_order']);
});
Schema::create('helpdesk_ticket_sla_events', static function (Blueprint $table): void {
$table->id();
$table->foreignId('ticket_id')->constrained('helpdesk_tickets')->cascadeOnDelete();
$table->foreignId('sla_policy_id')->nullable()->constrained('helpdesk_sla_policies')->nullOnDelete();
$table->string('event', 80);
$table->timestamp('due_at')->nullable();
$table->timestamp('occurred_at')->nullable();
$table->boolean('breached')->default(false);
$table->json('meta')->nullable();
$table->timestamps();
$table->index(['ticket_id', 'event']);
$table->index(['breached', 'due_at']);
});
Schema::create('helpdesk_ticket_ratings', static function (Blueprint $table): void {
$table->id();
$table->foreignId('ticket_id')->constrained('helpdesk_tickets')->cascadeOnDelete();
$table->foreignId('agent_id')->nullable()->constrained('users')->nullOnDelete();
$table->foreignId('team_id')->nullable()->constrained('helpdesk_teams')->nullOnDelete();
$table->foreignId('category_id')->nullable()->constrained('helpdesk_categories')->nullOnDelete();
$table->unsignedTinyInteger('rating');
$table->string('token', 80)->unique();
$table->text('comment')->nullable();
$table->timestamp('rated_at')->nullable();
$table->timestamps();
$table->index(['agent_id', 'rating']);
$table->index(['team_id', 'category_id']);
});
Schema::create('helpdesk_tags', static function (Blueprint $table): void {
$table->id();
$table->foreignId('company_id')->nullable()->constrained('companies')->nullOnDelete();
$table->string('name', 80);
$table->string('slug', 100);
$table->string('color', 30)->default('zinc');
$table->timestamps();
$table->unique(['company_id', 'slug']);
});
Schema::create('helpdesk_ticket_tag', static function (Blueprint $table): void {
$table->foreignId('ticket_id')->constrained('helpdesk_tickets')->cascadeOnDelete();
$table->foreignId('tag_id')->constrained('helpdesk_tags')->cascadeOnDelete();
$table->primary(['ticket_id', 'tag_id']);
});
Schema::create('helpdesk_checklist_templates', static function (Blueprint $table): void {
$table->id();
$table->foreignId('company_id')->nullable()->constrained('companies')->nullOnDelete();
$table->foreignId('category_id')->nullable()->constrained('helpdesk_categories')->nullOnDelete();
$table->foreignId('project_id')->nullable()->constrained('helpdesk_projects')->nullOnDelete();
$table->string('name', 160);
$table->string('slug', 180);
$table->json('items');
$table->boolean('is_active')->default(true);
$table->timestamps();
$table->unique(['company_id', 'slug']);
$table->index(['category_id', 'project_id', 'is_active']);
});
Schema::create('helpdesk_checklist_items', static function (Blueprint $table): void {
$table->id();
$table->foreignId('ticket_id')->constrained('helpdesk_tickets')->cascadeOnDelete();
$table->foreignId('template_id')->nullable()->constrained('helpdesk_checklist_templates')->nullOnDelete();
$table->string('title', 220);
$table->text('description')->nullable();
$table->boolean('is_completed')->default(false);
$table->foreignId('completed_by')->nullable()->constrained('users')->nullOnDelete();
$table->timestamp('completed_at')->nullable();
$table->unsignedInteger('sort_order')->default(0);
$table->timestamps();
$table->index(['ticket_id', 'is_completed']);
});
}
};
Modules/Helpdesk/Database/Migrations/2026_06_15_000200_add_helpdesk_git_webhook_ingestion.php
+39
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@@ -0,0 +1,39 @@
<?php
declare(strict_types=1);
use Illuminate\Database\Migrations\Migration;
use Illuminate\Database\Schema\Blueprint;
use Illuminate\Support\Facades\Schema;
return new class extends Migration
{
/**
* Add auditable Git webhook ingestion support.
*/
public function up(): void
{
if (Schema::hasTable('helpdesk_git_webhook_logs')) {
return;
}
Schema::create('helpdesk_git_webhook_logs', static function (Blueprint $table): void {
$table->id();
$table->foreignId('repository_id')->constrained('helpdesk_git_repositories')->cascadeOnDelete();
$table->string('provider', 40);
$table->string('delivery_id', 190)->nullable();
$table->string('event', 120)->nullable();
$table->string('status', 40)->default('accepted');
$table->string('message', 500)->nullable();
$table->unsignedInteger('commit_count')->default(0);
$table->unsignedInteger('linked_count')->default(0);
$table->unsignedInteger('ignored_count')->default(0);
$table->json('payload')->nullable();
$table->timestamp('received_at')->nullable();
$table->timestamps();
$table->index(['repository_id', 'status', 'received_at']);
$table->index(['provider', 'event']);
});
}
};
Modules/Helpdesk/Database/Seeders/HelpdeskDatabaseSeeder.php
+80
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@@ -7,11 +7,16 @@ namespace Modules\Helpdesk\Database\Seeders;
use Illuminate\Database\Seeder;
use Illuminate\Support\Facades\DB;
use Illuminate\Support\Str;
use Modules\Helpdesk\Models\CannedResponse;
use Modules\Helpdesk\Models\Category;
use Modules\Helpdesk\Models\ChecklistTemplate;
use Modules\Helpdesk\Models\KanbanBoard;
use Modules\Helpdesk\Models\Priority;
use Modules\Helpdesk\Models\Product;
use Modules\Helpdesk\Models\Project;
use Modules\Helpdesk\Models\SlaPolicy;
use Modules\Helpdesk\Models\Status;
use Modules\Helpdesk\Models\Tag;
use Modules\Helpdesk\Models\Team;
use Modules\Helpdesk\Models\WorkflowTemplate;
@@ -30,6 +35,7 @@ final class HelpdeskDatabaseSeeder extends Seeder
$this->seedTeamsAndProjects();
$this->seedKanbanBoards();
$this->seedWorkflowTemplates();
$this->seedRedmineInspiredDefaults();
}
/**
@@ -172,6 +178,80 @@ final class HelpdeskDatabaseSeeder extends Seeder
}
}
/**
* Seed RedmineUP-inspired professional helpdesk defaults.
*/
private function seedRedmineInspiredDefaults(): void
{
$medium = Priority::query()->where('slug', 'medium')->first();
$bug = Category::query()->where('slug', 'bug')->first();
SlaPolicy::query()->updateOrCreate(
['company_id' => null, 'slug' => 'standard-support-sla'],
[
'company_id' => null,
'priority_id' => $medium?->id,
'category_id' => null,
'name' => 'Standard Support SLA',
'slug' => 'standard-support-sla',
'first_response_minutes' => 240,
'resolution_minutes' => 2880,
'business_hours_only' => false,
'is_default' => true,
'is_active' => true,
]
);
CannedResponse::query()->updateOrCreate(
['company_id' => null, 'slug' => 'professional-acknowledgement'],
[
'company_id' => null,
'category_id' => null,
'team_id' => null,
'name' => 'Professional acknowledgement',
'slug' => 'professional-acknowledgement',
'visibility' => 'agents',
'subject' => null,
'body' => '<p>Hello {{ requester.name }},</p><p>Thank you for the update on {{ ticket.reference }}. I am reviewing this now and will come back with the next action shortly.</p><p>Regards,<br>{{ agent.name }}</p>',
'is_active' => true,
'sort_order' => 10,
]
);
ChecklistTemplate::query()->updateOrCreate(
['company_id' => null, 'slug' => 'bug-triage-checklist'],
[
'company_id' => null,
'category_id' => $bug?->id,
'project_id' => null,
'name' => 'Bug triage checklist',
'slug' => 'bug-triage-checklist',
'items' => ['Confirm reproduction steps', 'Check recent deployment/build', 'Identify affected tenant/company', 'Record fix or workaround'],
'is_active' => true,
]
);
foreach ([
['name' => 'Escalated', 'slug' => 'escalated', 'color' => 'red'],
['name' => 'Waiting on customer', 'slug' => 'waiting-on-customer', 'color' => 'amber'],
] as $tag) {
Tag::query()->updateOrCreate(['company_id' => null, 'slug' => $tag['slug']], $tag + ['company_id' => null]);
}
Product::query()->updateOrCreate(
['company_id' => null, 'slug' => 'wms-platform'],
[
'company_id' => null,
'name' => 'WMS Platform',
'slug' => 'wms-platform',
'type' => 'service',
'version' => null,
'release_channel' => 'core',
'description' => 'Default service record for WMS platform support tickets.',
'is_active' => true,
]
);
}
}