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

1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
51
52
53
54
55
56
57
58
59
60
61
62
63
64
65
66
67
68
69
70
71
72
73
74
75
76
77
78
79
80
81
82
83
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
import { Prop, Schema, SchemaFactory } from '@nestjs/mongoose';
import { Document, Schema as MongooseSchema, Types } from 'mongoose';
 
@Schema({ timestamps: true, collection: 'business_hours_definitions' })
export class BusinessHoursDefinition extends Document {
  @Prop({ required: true, index: true })
  tenantId: string;
 
  @Prop({ required: true })
  calendarName: string; // e.g. "Standard 9-5 Business Hours"
 
  @Prop({ default: 'Asia/Kolkata' })
  timezone: string;
 
  @Prop({ type: MongooseSchema.Types.Map, of: String, default: {} })
  weeklyHours: Map<string, string>; // e.g. "monday" -> "09:00-17:00"
 
  @Prop({ type: [Date], default: [] })
  holidays: Date[];
}
 
export const BusinessHoursDefinitionSchema = SchemaFactory.createForClass(BusinessHoursDefinition);
 
@Schema({ timestamps: true, collection: 'sla_policies' })
export class SlaPolicy extends Document {
  @Prop({ required: true, index: true })
  tenantId: string;
 
  @Prop({ required: true })
  policyName: string;
 
  @Prop({ default: 'MEDIUM' })
  priorityScope: string; // 'LOW' | 'MEDIUM' | 'HIGH' | 'URGENT'
 
  @Prop({ default: 120 }) // 120 minutes target first response
  firstResponseMinTarget: number;
 
  @Prop({ default: 1440 }) // 24 hours target resolution
  resolutionMinTarget: number;
 
  @Prop({ default: true })
  pausable: boolean; // pause SLA in waiting_customer/waiting_parts states
}
 
export const SlaPolicySchema = SchemaFactory.createForClass(SlaPolicy);
SlaPolicySchema.index({ tenantId: 1, priorityScope: 1 });
 
@Schema({ timestamps: true, collection: 'ticket_sla_instances' })
export class TicketSlaInstance extends Document {
  @Prop({ required: true, index: true })
  tenantId: string;
 
  @Prop({ type: MongooseSchema.Types.ObjectId, ref: 'Ticket', required: true })
  ticketId: MongooseSchema.Types.ObjectId;
 
  @Prop({ type: MongooseSchema.Types.ObjectId, ref: 'SlaPolicy', required: true })
  slaPolicyId: MongooseSchema.Types.ObjectId;
 
  @Prop({ required: true })
  firstResponseDueAt: Date;
 
  @Prop({ required: true })
  resolutionDueAt: Date;
 
  @Prop({ default: false })
  firstResponseBreached: boolean;
 
  @Prop({ default: false })
  resolutionBreached: boolean;
 
  @Prop({ default: false })
  isPaused: boolean;
 
  @Prop({ default: null })
  lastPausedAt?: Date;
 
  @Prop({ default: 0 })
  accumulatedPauseMs: number;
}
 
export const TicketSlaInstanceSchema = SchemaFactory.createForClass(TicketSlaInstance);
TicketSlaInstanceSchema.index({ tenantId: 1, ticketId: 1 }, { unique: true });