feat: add ticket domain models

backend/apps/tickets/models.py

@@ -0,0 +1,142 @@
+from django.conf import settings
+from django.db import models
+
+
+class TicketStatus(models.TextChoices):
+    PENDING_INFO = "pending_info", "Pending info"
+    PENDING = "pending", "Pending"
+    IN_PROGRESS = "in_progress", "In progress"
+    PENDING_CONFIRM = "pending_confirm", "Pending confirm"
+    RESOLVED = "resolved", "Resolved"
+    CLOSED = "closed", "Closed"
+
+
+class TicketPriority(models.TextChoices):
+    LOW = "low", "Low"
+    MEDIUM = "medium", "Medium"
+    HIGH = "high", "High"
+    URGENT = "urgent", "Urgent"
+
+
+class TicketCategory(models.Model):
+    parent = models.ForeignKey("self", null=True, blank=True, on_delete=models.SET_NULL)
+    name = models.CharField(max_length=120)
+    code = models.CharField(max_length=80, unique=True)
+    description = models.TextField(blank=True)
+    enabled = models.BooleanField(default=True)
+    sort_order = models.PositiveIntegerField(default=0)
+
+    class Meta:
+        ordering = ["sort_order", "name"]
+
+    def __str__(self) -> str:
+        return self.name
+
+
+class Ticket(models.Model):
+    ticket_no = models.CharField(max_length=32, unique=True)
+    title = models.CharField(max_length=200)
+    description = models.TextField()
+    category = models.ForeignKey(TicketCategory, null=True, blank=True, on_delete=models.SET_NULL)
+    status = models.CharField(
+        max_length=32,
+        choices=TicketStatus.choices,
+        default=TicketStatus.PENDING,
+    )
+    priority = models.CharField(
+        max_length=20,
+        choices=TicketPriority.choices,
+        default=TicketPriority.MEDIUM,
+    )
+    impact_scope = models.CharField(max_length=80, blank=True)
+    environment = models.CharField(max_length=80, blank=True)
+    related_system = models.CharField(max_length=120, blank=True)
+    requester = models.ForeignKey(
+        settings.AUTH_USER_MODEL,
+        null=True,
+        blank=True,
+        on_delete=models.SET_NULL,
+        related_name="requested_tickets",
+    )
+    assignee = models.ForeignKey(
+        settings.AUTH_USER_MODEL,
+        null=True,
+        blank=True,
+        on_delete=models.SET_NULL,
+        related_name="assigned_tickets",
+    )
+    created_by = models.ForeignKey(
+        settings.AUTH_USER_MODEL,
+        null=True,
+        blank=True,
+        on_delete=models.SET_NULL,
+        related_name="created_tickets",
+    )
+    created_at = models.DateTimeField(auto_now_add=True)
+    updated_at = models.DateTimeField(auto_now=True)
+    resolved_at = models.DateTimeField(null=True, blank=True)
+    closed_at = models.DateTimeField(null=True, blank=True)
+
+    class Meta:
+        ordering = ["-created_at"]
+        indexes = [
+            models.Index(fields=["ticket_no"]),
+            models.Index(fields=["status", "priority"]),
+            models.Index(fields=["created_at"]),
+        ]
+
+    def __str__(self) -> str:
+        return f"{self.ticket_no} {self.title}"
+
+
+class TicketComment(models.Model):
+    ticket = models.ForeignKey(Ticket, on_delete=models.CASCADE, related_name="comments")
+    content = models.TextField()
+    comment_type = models.CharField(max_length=40, default="user")
+    visibility = models.CharField(max_length=40, default="internal")
+    created_by = models.ForeignKey(
+        settings.AUTH_USER_MODEL,
+        null=True,
+        blank=True,
+        on_delete=models.SET_NULL,
+    )
+    created_at = models.DateTimeField(auto_now_add=True)
+
+    class Meta:
+        ordering = ["created_at"]
+
+
+class TicketAttachment(models.Model):
+    ticket = models.ForeignKey(Ticket, on_delete=models.CASCADE, related_name="attachments")
+    file_name = models.CharField(max_length=255)
+    file_type = models.CharField(max_length=80, blank=True)
+    mime_type = models.CharField(max_length=120, blank=True)
+    file_size = models.PositiveBigIntegerField(default=0)
+    storage_path = models.CharField(max_length=500)
+    ocr_text = models.TextField(blank=True)
+    parsed_text = models.TextField(blank=True)
+    created_by = models.ForeignKey(
+        settings.AUTH_USER_MODEL,
+        null=True,
+        blank=True,
+        on_delete=models.SET_NULL,
+    )
+    created_at = models.DateTimeField(auto_now_add=True)
+
+
+class TicketEvent(models.Model):
+    ticket = models.ForeignKey(Ticket, on_delete=models.CASCADE, related_name="events")
+    event_type = models.CharField(max_length=80)
+    from_value = models.JSONField(default=dict, blank=True)
+    to_value = models.JSONField(default=dict, blank=True)
+    operator = models.ForeignKey(
+        settings.AUTH_USER_MODEL,
+        null=True,
+        blank=True,
+        on_delete=models.SET_NULL,
+    )
+    remark = models.TextField(blank=True)
+    created_at = models.DateTimeField(auto_now_add=True)
+
+    class Meta:
+        ordering = ["created_at"]