feat: add category-driven ticket workflows

backend/apps/tickets/api.py

@@ -10,7 +10,7 @@ from ninja.errors import HttpError
 
 from apps.accounts.api import require_permission
 from apps.audit.models import OperationAuditLog
-from apps.tickets.models import Ticket, TicketAttachment, TicketComment, TicketEvent
+from apps.tickets.models import Ticket, TicketAttachment, TicketCategory, TicketComment, TicketEvent
 from apps.tickets.schemas import (
     TicketAttachmentIn,
     TicketAttachmentOut,
@@ -23,7 +23,7 @@ from apps.tickets.schemas import (
     TicketStatusIn,
     TicketUpdateIn,
 )
-from apps.tickets.services import transition_ticket
+from apps.tickets.services import TicketStatusError, transition_requires_remark, transition_ticket
 
 router = Router(tags=["tickets"])
 
@@ -44,14 +44,35 @@ def serialize_ticket_user(user):
     }
 
 
+def serialize_ticket_category(category):
+    if category is None:
+        return None
+    return {
+        "id": category.id,
+        "code": category.code,
+        "name": category.name,
+        "description": category.description,
+    }
+
+
 def serialize_ticket(ticket: Ticket) -> dict:
     return {
         "id": ticket.id,
         "ticket_no": ticket.ticket_no,
         "title": ticket.title,
         "description": ticket.description,
+        "category": serialize_ticket_category(ticket.category),
+        "category_code": ticket.category.code if ticket.category_id else None,
         "status": ticket.status,
         "priority": ticket.priority,
+        "problem_performance": ticket.problem_performance,
+        "problem_object": ticket.problem_object,
+        "submitter_name": ticket.submitter_name,
+        "submitter_org": ticket.submitter_org,
+        "ai_solution": ticket.ai_solution,
+        "resolution": ticket.resolution_summary,
+        "is_resolved": ticket.is_resolved,
+        "replied_to_customer": ticket.replied_to_customer,
         "impact_scope": ticket.impact_scope,
         "environment": ticket.environment,
         "related_system": ticket.related_system,
@@ -82,11 +103,21 @@ def create_ticket(request, payload: TicketIn):
     assignee = None
     if payload.assignee_id:
         assignee = get_user_model().objects.filter(id=payload.assignee_id).first()
+    category = None
+    if payload.category_code:
+        category = TicketCategory.objects.filter(code=payload.category_code, enabled=True).first()
+        if category is None:
+            raise HttpError(400, "Unknown ticket category")
     ticket = Ticket.objects.create(
         ticket_no=next_ticket_no(),
         title=payload.title,
         description=payload.description,
+        category=category,
         priority=payload.priority,
+        problem_performance=payload.problem_performance,
+        problem_object=payload.problem_object,
+        submitter_name=payload.submitter_name,
+        submitter_org=payload.submitter_org,
         impact_scope=payload.impact_scope,
         environment=payload.environment,
         related_system=payload.related_system,
@@ -97,7 +128,7 @@ def create_ticket(request, payload: TicketIn):
     TicketEvent.objects.create(
         ticket=ticket,
         event_type="created",
-        to_value={"status": ticket.status},
+        to_value={"status": ticket.status, "category_code": payload.category_code},
         operator=request.user if request.user.is_authenticated else None,
     )
     return serialize_ticket(ticket)
@@ -110,22 +141,29 @@ def list_tickets(
     page_size: int = 20,
     status: str | None = None,
     priority: str | None = None,
+    category_code: str | None = None,
     q: str | None = None,
     related_system: str | None = None,
     assignee_id: int | None = None,
     view: str = "all",
 ):
     require_permission(request, "ticket.view")
-    queryset = Ticket.objects.select_related("requester", "assignee").all()
+    queryset = Ticket.objects.select_related("requester", "assignee", "category").all()
     if status:
         queryset = queryset.filter(status=status)
     if priority:
         queryset = queryset.filter(priority=priority)
+    if category_code:
+        queryset = queryset.filter(category__code=category_code)
     if q:
         queryset = queryset.filter(
             Q(ticket_no__icontains=q)
             | Q(title__icontains=q)
             | Q(description__icontains=q)
+            | Q(problem_performance__icontains=q)
+            | Q(problem_object__icontains=q)
+            | Q(submitter_name__icontains=q)
+            | Q(submitter_org__icontains=q)
         )
     if related_system:
         queryset = queryset.filter(related_system__icontains=related_system)
@@ -185,7 +223,7 @@ def export_tickets(request):
 def get_ticket(request, ticket_id: int):
     require_permission(request, "ticket.view")
     return serialize_ticket(
-        Ticket.objects.select_related("requester", "assignee").get(id=ticket_id)
+        Ticket.objects.select_related("requester", "assignee", "category").get(id=ticket_id)
     )
 
 
@@ -202,7 +240,15 @@ def update_ticket(request, ticket_id: int, payload: TicketUpdateIn):
     ticket = Ticket.objects.get(id=ticket_id)
     before = {
         "title": ticket.title,
+        "category_code": ticket.category.code if ticket.category_id else None,
         "priority": ticket.priority,
+        "problem_performance": ticket.problem_performance,
+        "problem_object": ticket.problem_object,
+        "submitter_name": ticket.submitter_name,
+        "submitter_org": ticket.submitter_org,
+        "resolution": ticket.resolution_summary,
+        "is_resolved": ticket.is_resolved,
+        "replied_to_customer": ticket.replied_to_customer,
         "impact_scope": ticket.impact_scope,
         "environment": ticket.environment,
         "related_system": ticket.related_system,
@@ -211,6 +257,15 @@ def update_ticket(request, ticket_id: int, payload: TicketUpdateIn):
         if field == "assignee_id":
             user = get_user_model().objects.filter(id=value).first() if value else None
             ticket.assignee = user
+        elif field == "category_code":
+            category = (
+                TicketCategory.objects.filter(code=value, enabled=True).first() if value else None
+            )
+            if value and category is None:
+                raise HttpError(400, "Unknown ticket category")
+            ticket.category = category
+        elif field == "resolution":
+            ticket.resolution_summary = value or ""
         else:
             setattr(ticket, field, value)
     ticket.save()
@@ -227,15 +282,29 @@ def update_ticket(request, ticket_id: int, payload: TicketUpdateIn):
 @router.post("/{ticket_id}/status", response=TicketOut)
 def update_ticket_status(request, ticket_id: int, payload: TicketStatusIn):
     require_permission(request, "ticket.edit")
-    if not payload.remark.strip():
-        raise HttpError(400, "Transition remark is required")
-    ticket = Ticket.objects.get(id=ticket_id)
-    updated = transition_ticket(
-        ticket,
+    ticket = Ticket.objects.select_related("category").get(id=ticket_id)
+    category_code = ticket.category.code if ticket.category_id else None
+    has_resolution = bool(payload.resolution.strip())
+    if transition_requires_remark(
+        ticket.status,
         payload.status,
-        payload.remark,
-        request.user if request.user.is_authenticated else None,
-    )
+        category_code,
+    ) and not payload.remark.strip():
+        raise HttpError(400, "Transition remark is required")
+    if payload.status == "resolved" and not (payload.remark.strip() or has_resolution):
+        raise HttpError(400, "Resolution or transition remark is required")
+    try:
+        updated = transition_ticket(
+            ticket,
+            payload.status,
+            payload.remark,
+            request.user if request.user.is_authenticated else None,
+            resolution=payload.resolution.strip(),
+            is_resolved=payload.is_resolved,
+            replied_to_customer=payload.replied_to_customer,
+        )
+    except TicketStatusError as error:
+        raise HttpError(400, str(error)) from error
     return serialize_ticket(updated)