root
1dd88a141e
- Add Cancelled as terminal status reachable from all active states; exclude
from SLA breach reporting and dashboard active counts; add to status pickers
- Persist customer phone on ticket create/update (was silently dropped);
add tickets.phone migration + legacy self-heal guard
- Add admin-only DELETE /api/tickets/{id} (removes timeline/photos/escalations)
- Add GET /api/auth/users for the assign-technician dropdown (was hardcoded)
- TicketOut now returns nested unit/category so the detail page stops showing
'—' for Unit/Property/Category
- Ticket numbering uses max+1 so deletions never re-issue a number
- New-issue form: require Category and (standard mode) Priority client-side
- Tests: 11 new cases covering cancellation, SLA exemption, phone, delete,
users endpoint, numbering
129 lines
5.5 KiB
Python
129 lines
5.5 KiB
Python
"""Ticket, TicketTimeline, TicketPhoto, and Escalation models."""
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from __future__ import annotations
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from datetime import datetime
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from decimal import Decimal
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from sqlalchemy import DateTime, ForeignKey, Integer, Numeric, String, Text, func
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from sqlalchemy.orm import Mapped, mapped_column, relationship
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from app.core.database import Base
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class Ticket(Base):
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__tablename__ = "tickets"
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id: Mapped[int] = mapped_column(primary_key=True, autoincrement=True)
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ticket_number: Mapped[str] = mapped_column(
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String(20),
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unique=True,
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nullable=False,
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index=True,
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comment="Format: PAV-YYYY-NNNNN",
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)
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status: Mapped[str] = mapped_column(
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String(30),
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nullable=False,
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default="New",
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comment=(
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"New, Logged, Triage, Assigned, Accepted, Travelling, On Site, "
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"In Progress, Waiting Parts, Escalated, Completed, "
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"On-Field Verification, Wahab Review, Closed, Reopened, Cancelled"
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),
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)
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unit_id: Mapped[int | None] = mapped_column(Integer, ForeignKey("units.id"), nullable=True)
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category_id: Mapped[int | None] = mapped_column(Integer, ForeignKey("categories.id"), nullable=True)
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priority: Mapped[str | None] = mapped_column(
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String(10),
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nullable=True,
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comment="urgent, high, medium, low",
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)
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reporter: Mapped[str | None] = mapped_column(String(255), nullable=True)
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phone: Mapped[str | None] = mapped_column(String(50), nullable=True)
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reported_via: Mapped[str | None] = mapped_column(
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String(20),
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nullable=True,
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comment="whatsapp, phone, walk-in, qr, agent",
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)
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description: Mapped[str | None] = mapped_column(Text, nullable=True)
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assigned_to: Mapped[int | None] = mapped_column(Integer, ForeignKey("users.id"), nullable=True)
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sla_deadline: Mapped[datetime | None] = mapped_column(DateTime, nullable=True)
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eta: Mapped[datetime | None] = mapped_column(DateTime, nullable=True)
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cost: Mapped[Decimal | None] = mapped_column(Numeric(10, 2), nullable=True)
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parts_used: Mapped[str | None] = mapped_column(Text, nullable=True)
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customer_rating: Mapped[int | None] = mapped_column(Integer, nullable=True)
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reopen_count: Mapped[int] = mapped_column(Integer, default=0, nullable=False)
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closed_at: Mapped[datetime | None] = mapped_column(DateTime, nullable=True)
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created_at: Mapped[datetime] = mapped_column(DateTime, server_default=func.now(), nullable=False)
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updated_at: Mapped[datetime] = mapped_column(
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DateTime,
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server_default=func.now(),
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onupdate=func.now(),
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nullable=False,
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)
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# relationships
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unit = relationship("Unit")
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category = relationship("Category")
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assigned_technician = relationship("User", back_populates="assigned_tickets", foreign_keys=[assigned_to])
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timeline = relationship("TicketTimeline", back_populates="ticket", order_by="TicketTimeline.created_at")
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photos = relationship("TicketPhoto", back_populates="ticket")
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escalations = relationship("Escalation", back_populates="ticket")
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@property
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def assigned_technician_name(self) -> str | None:
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return self.assigned_technician.full_name if self.assigned_technician else None
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def __repr__(self) -> str:
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return f"<Ticket {self.ticket_number} ({self.status})>"
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class TicketTimeline(Base):
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__tablename__ = "ticket_timeline"
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id: Mapped[int] = mapped_column(primary_key=True, autoincrement=True)
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ticket_id: Mapped[int] = mapped_column(Integer, ForeignKey("tickets.id"), nullable=False)
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from_status: Mapped[str | None] = mapped_column(String(30), nullable=True)
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to_status: Mapped[str | None] = mapped_column(String(30), nullable=True)
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note: Mapped[str | None] = mapped_column(Text, nullable=True)
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user_id: Mapped[int | None] = mapped_column(Integer, ForeignKey("users.id"), nullable=True)
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created_at: Mapped[datetime] = mapped_column(DateTime, server_default=func.now(), nullable=False)
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ticket = relationship("Ticket", back_populates="timeline")
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user = relationship("User", back_populates="timeline_entries")
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def __repr__(self) -> str:
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return f"<TicketTimeline {self.ticket_id}: {self.from_status} → {self.to_status}>"
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class TicketPhoto(Base):
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__tablename__ = "ticket_photos"
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id: Mapped[int] = mapped_column(primary_key=True, autoincrement=True)
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ticket_id: Mapped[int] = mapped_column(Integer, ForeignKey("tickets.id"), nullable=False)
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photo_url: Mapped[str] = mapped_column(String(500), nullable=False)
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is_before: Mapped[bool] = mapped_column(nullable=False, default=True)
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ticket = relationship("Ticket", back_populates="photos")
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def __repr__(self) -> str:
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return f"<TicketPhoto {self.id} ticket={self.ticket_id}>"
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class Escalation(Base):
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__tablename__ = "escalations"
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id: Mapped[int] = mapped_column(primary_key=True, autoincrement=True)
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ticket_id: Mapped[int] = mapped_column(Integer, ForeignKey("tickets.id"), nullable=False)
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escalated_to: Mapped[int] = mapped_column(Integer, ForeignKey("users.id"), nullable=False)
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reason: Mapped[str | None] = mapped_column(Text, nullable=True)
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resolved_at: Mapped[datetime | None] = mapped_column(DateTime, nullable=True)
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created_at: Mapped[datetime] = mapped_column(DateTime, server_default=func.now(), nullable=False)
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ticket = relationship("Ticket", back_populates="escalations")
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escalated_to_user = relationship("User", back_populates="escalations", foreign_keys=[escalated_to])
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def __repr__(self) -> str:
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return f"<Escalation ticket={self.ticket_id} → user={self.escalated_to}>"
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