major helpdesk updates

Modules/Helpdesk/Models/Ticket.php

@@ -8,6 +8,7 @@ use App\Models\User;
 use Illuminate\Database\Eloquent\Builder;
 use Illuminate\Database\Eloquent\Model;
 use Illuminate\Database\Eloquent\Relations\BelongsTo;
+use Illuminate\Database\Eloquent\Relations\BelongsToMany;
 use Illuminate\Database\Eloquent\Relations\HasMany;
 use Illuminate\Database\Eloquent\SoftDeletes;
 
@@ -27,6 +28,8 @@ final class Ticket extends Model
     protected $fillable = [
         'reference', 'company_id', 'user_id', 'agent_id', 'status_id', 'priority_id', 'category_id', 'project_id', 'team_id',
         'subject', 'body', 'due_at', 'completed_at', 'last_activity_at', 'archived_at',
+        'sla_policy_id', 'product_id', 'first_response_at', 'sla_first_response_due_at', 'sla_resolution_due_at',
+        'sla_first_response_breached_at', 'sla_resolution_breached_at', 'public_replies_count', 'time_spent_minutes',
     ];
 
     /** @var array<string, string> */
@@ -37,6 +40,15 @@ final class Ticket extends Model
         'completed_at' => 'datetime',
         'last_activity_at' => 'datetime',
         'archived_at' => 'datetime',
+        'sla_policy_id' => 'integer',
+        'product_id' => 'integer',
+        'first_response_at' => 'datetime',
+        'sla_first_response_due_at' => 'datetime',
+        'sla_resolution_due_at' => 'datetime',
+        'sla_first_response_breached_at' => 'datetime',
+        'sla_resolution_breached_at' => 'datetime',
+        'public_replies_count' => 'integer',
+        'time_spent_minutes' => 'integer',
     ];
 
     /** @return BelongsTo<User, Ticket> */
@@ -89,6 +101,57 @@ final class Ticket extends Model
             ->oldest();
     }
 
+
+    /** @return BelongsTo<SlaPolicy, Ticket> */
+    public function slaPolicy(): BelongsTo
+    {
+        return $this->belongsTo(SlaPolicy::class, 'sla_policy_id');
+    }
+
+    /** @return BelongsTo<Product, Ticket> */
+    public function product(): BelongsTo
+    {
+        return $this->belongsTo(Product::class, 'product_id');
+    }
+
+    /** @return HasMany<TicketSlaEvent> */
+    public function slaEvents(): HasMany
+    {
+        return $this->hasMany(TicketSlaEvent::class, 'ticket_id')->latest();
+    }
+
+    /** @return HasMany<TicketRating> */
+    public function ratings(): HasMany
+    {
+        return $this->hasMany(TicketRating::class, 'ticket_id')->latest();
+    }
+
+    /** @return HasMany<ChecklistItem> */
+    public function checklistItems(): HasMany
+    {
+        return $this->hasMany(ChecklistItem::class, 'ticket_id')->orderBy('sort_order')->orderBy('id');
+    }
+
+    /** @return BelongsToMany<Tag> */
+    public function tags(): BelongsToMany
+    {
+        return $this->belongsToMany(Tag::class, 'helpdesk_ticket_tag', 'ticket_id', 'tag_id');
+    }
+
+    public function getSlaFirstResponseBreachedAttribute(): bool
+    {
+        return $this->first_response_at === null
+            && $this->sla_first_response_due_at !== null
+            && now()->greaterThan($this->sla_first_response_due_at);
+    }
+
+    public function getSlaResolutionBreachedAttribute(): bool
+    {
+        return $this->completed_at === null
+            && $this->sla_resolution_due_at !== null
+            && now()->greaterThan($this->sla_resolution_due_at);
+    }
+
     /** @return HasMany<GitCommit> */
     public function gitCommits(): HasMany
     {