All files / src/domains/helpdesk/schemas helpdesk-escalation.schema.ts

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import { Prop, Schema, SchemaFactory } from '@nestjs/mongoose';
import { Document, Schema as MongooseSchema, Types } from 'mongoose';
 
@Schema({ timestamps: true, collection: 'escalation_policies' })
export class EscalationPolicy extends Document {
  @Prop({ required: true, index: true })
  tenantId: string;
 
  @Prop({ required: true })
  policyName: string;
 
  @Prop({ default: 60 }) // warning trigger at 60 minutes before breach
  warnMinutesBeforeBreach: number;
 
  @Prop({ type: [String], default: [] })
  notifyAgentIdsOnBreach: string[];
 
  @Prop({ default: true })
  autoReassignOnBreach: boolean;
}
 
export const EscalationPolicySchema = SchemaFactory.createForClass(EscalationPolicy);
 
@Schema({ timestamps: true, collection: 'escalation_executions' })
export class EscalationExecution extends Document {
  @Prop({ required: true, index: true })
  tenantId: string;
 
  @Prop({ type: MongooseSchema.Types.ObjectId, ref: 'Ticket', required: true })
  ticketId: MongooseSchema.Types.ObjectId;
 
  @Prop({ required: true })
  triggerReason: string; // 'response_warning' | 'response_breach' | 'resolution_breach'
 
  @Prop({ required: true, default: () => new Date() })
  executedAt: Date;
 
  @Prop({ default: true })
  success: boolean;
}
 
export const EscalationExecutionSchema = SchemaFactory.createForClass(EscalationExecution);