feat: consolidate ticket domain baseline
This commit is contained in:
hailin
@@ -26,6 +26,18 @@ class TicketPriority(models.TextChoices):
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URGENT = "urgent", "Urgent"
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class TicketActorSource(models.TextChoices):
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HUMAN = "human", "Human"
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AGENT = "agent", "Agent"
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CHANNEL = "channel", "Channel"
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SYSTEM = "system", "System"
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class TicketCollaboratorRole(models.TextChoices):
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COLLABORATOR = "collaborator", "Collaborator"
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WATCHER = "watcher", "Watcher"
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class TicketCategory(models.Model):
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parent = models.ForeignKey("self", null=True, blank=True, on_delete=models.SET_NULL)
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name = models.CharField(max_length=120)
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@@ -60,13 +72,21 @@ class Ticket(models.Model):
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problem_object = models.CharField(max_length=160, blank=True)
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submitter_name = models.CharField(max_length=80, blank=True)
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submitter_org = models.CharField(max_length=160, blank=True)
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ai_solution = models.TextField(blank=True)
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resolution_summary = models.TextField(blank=True)
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is_resolved = models.BooleanField(default=False)
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replied_to_customer = models.BooleanField(default=False)
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impact_scope = models.CharField(max_length=80, blank=True)
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environment = models.CharField(max_length=80, blank=True)
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related_system = models.CharField(max_length=120, blank=True)
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product_name = models.CharField(max_length=120, blank=True)
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module_name = models.CharField(max_length=120, blank=True)
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tags = models.JSONField(default=list, blank=True)
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attempted_actions = models.TextField(blank=True)
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error_information = models.TextField(blank=True)
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customer_request = models.TextField(blank=True)
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current_result = models.TextField(blank=True)
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problem_started_at = models.DateTimeField(null=True, blank=True)
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customer_last_message_at = models.DateTimeField(null=True, blank=True)
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support_first_response_at = models.DateTimeField(null=True, blank=True)
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support_last_reply_at = models.DateTimeField(null=True, blank=True)
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requester = models.ForeignKey(
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settings.AUTH_USER_MODEL,
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null=True,
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@@ -92,6 +112,14 @@ class Ticket(models.Model):
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updated_at = models.DateTimeField(auto_now=True)
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resolved_at = models.DateTimeField(null=True, blank=True)
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closed_at = models.DateTimeField(null=True, blank=True)
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archived_at = models.DateTimeField(null=True, blank=True)
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archived_by = models.ForeignKey(
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settings.AUTH_USER_MODEL,
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null=True,
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blank=True,
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on_delete=models.SET_NULL,
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related_name="archived_tickets",
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)
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class Meta:
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ordering = ["-created_at"]
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@@ -99,12 +127,107 @@ class Ticket(models.Model):
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models.Index(fields=["ticket_no"]),
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models.Index(fields=["status", "priority"]),
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models.Index(fields=["created_at"]),
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models.Index(fields=["archived_at"]),
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]
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def __str__(self) -> str:
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return f"{self.ticket_no} {self.title}"
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class TicketCollaborator(models.Model):
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ticket = models.ForeignKey(Ticket, on_delete=models.CASCADE, related_name="collaborators")
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user = models.ForeignKey(
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settings.AUTH_USER_MODEL,
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on_delete=models.CASCADE,
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related_name="ticket_collaborations",
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)
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role = models.CharField(
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max_length=24,
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choices=TicketCollaboratorRole.choices,
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default=TicketCollaboratorRole.COLLABORATOR,
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)
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added_by = models.ForeignKey(
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settings.AUTH_USER_MODEL,
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null=True,
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blank=True,
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on_delete=models.SET_NULL,
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related_name="added_ticket_collaborators",
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)
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created_at = models.DateTimeField(auto_now_add=True)
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class Meta:
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ordering = ["created_at"]
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constraints = [
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models.UniqueConstraint(
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fields=["ticket", "user", "role"],
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name="unique_ticket_user_collaborator_role",
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)
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]
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class TicketFieldEvidence(models.Model):
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ticket = models.ForeignKey(Ticket, on_delete=models.CASCADE, related_name="field_evidence")
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field_name = models.CharField(max_length=80)
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value = models.JSONField(null=True, blank=True)
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source = models.CharField(
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max_length=24,
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choices=TicketActorSource.choices,
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default=TicketActorSource.HUMAN,
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)
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confidence = models.DecimalField(max_digits=5, decimal_places=4, null=True, blank=True)
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evidence = models.JSONField(default=dict, blank=True)
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agent_run_id = models.BigIntegerField(null=True, blank=True)
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is_protected = models.BooleanField(default=False)
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created_by = models.ForeignKey(
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settings.AUTH_USER_MODEL,
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null=True,
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blank=True,
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on_delete=models.SET_NULL,
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related_name="ticket_field_evidence",
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)
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created_at = models.DateTimeField(auto_now_add=True)
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class Meta:
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ordering = ["field_name", "-created_at"]
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indexes = [
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models.Index(fields=["ticket", "field_name", "created_at"]),
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models.Index(fields=["source", "agent_run_id"]),
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]
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class TicketSimilaritySuggestion(models.Model):
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source_ticket = models.ForeignKey(
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Ticket,
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on_delete=models.CASCADE,
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related_name="similarity_suggestions",
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)
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candidate_ticket = models.ForeignKey(
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Ticket,
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on_delete=models.CASCADE,
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related_name="suggested_for_tickets",
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)
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score = models.DecimalField(max_digits=6, decimal_places=5)
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title_similarity = models.DecimalField(max_digits=6, decimal_places=5, default=0)
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keyword_score = models.DecimalField(max_digits=6, decimal_places=5, default=0)
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matched_excerpt = models.TextField(blank=True)
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algorithm_version = models.CharField(max_length=40, default="fts_trigram_v2_context")
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created_at = models.DateTimeField(auto_now_add=True)
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class Meta:
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ordering = ["-score", "candidate_ticket_id"]
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constraints = [
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models.UniqueConstraint(
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fields=["source_ticket", "candidate_ticket", "algorithm_version"],
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name="unique_ticket_similarity_suggestion",
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),
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models.CheckConstraint(
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condition=~models.Q(source_ticket=models.F("candidate_ticket")),
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name="ticket_similarity_not_self",
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),
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]
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indexes = [models.Index(fields=["source_ticket", "algorithm_version", "score"])]
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class TicketComment(models.Model):
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ticket = models.ForeignKey(Ticket, on_delete=models.CASCADE, related_name="comments")
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content = models.TextField()
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@@ -129,6 +252,11 @@ class TicketAttachment(models.Model):
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mime_type = models.CharField(max_length=120, blank=True)
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file_size = models.PositiveBigIntegerField(default=0)
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storage_path = models.CharField(max_length=500)
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sha256 = models.CharField(max_length=64, blank=True)
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scan_status = models.CharField(max_length=24, default="pending")
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scan_result = models.JSONField(default=dict, blank=True)
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parse_status = models.CharField(max_length=24, default="pending")
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parse_error = models.TextField(blank=True)
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ocr_text = models.TextField(blank=True)
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parsed_text = models.TextField(blank=True)
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created_by = models.ForeignKey(
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@@ -147,11 +275,15 @@ class TicketDraft(models.Model):
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on_delete=models.CASCADE,
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related_name="ticket_drafts",
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)
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status = models.CharField(max_length=24, default="editing")
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status = models.CharField(max_length=24, default="collecting")
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revision = models.PositiveIntegerField(default=1)
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source_text = models.TextField(blank=True)
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problem_valid = models.BooleanField(null=True, blank=True)
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invalid_reason = models.TextField(blank=True)
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current_fields = models.JSONField(default=dict)
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last_ai_fields = models.JSONField(default=dict)
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field_evidence = models.JSONField(default=dict)
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message_timeline = models.JSONField(default=list)
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missing_fields = models.JSONField(default=list)
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questions = models.JSONField(default=list)
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guided_rounds = models.PositiveSmallIntegerField(default=0)
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@@ -191,7 +323,6 @@ class TicketDraft(models.Model):
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models.Index(fields=["status", "expires_at"]),
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]
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class TicketDraftMessage(models.Model):
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draft = models.ForeignKey(TicketDraft, on_delete=models.CASCADE, related_name="messages")
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role = models.CharField(max_length=24)
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@@ -203,21 +334,75 @@ class TicketDraftMessage(models.Model):
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ordering = ["created_at"]
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class TicketDraftImage(models.Model):
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class TicketMessageTimelineItem(models.Model):
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draft = models.ForeignKey(
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TicketDraft,
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on_delete=models.CASCADE,
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related_name="timeline_items",
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)
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ticket = models.ForeignKey(
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Ticket,
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null=True,
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blank=True,
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on_delete=models.CASCADE,
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related_name="message_timeline_items",
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)
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source_material = models.ForeignKey(
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"TicketDraftMaterial",
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null=True,
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blank=True,
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on_delete=models.SET_NULL,
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related_name="message_timeline_items",
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)
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sequence = models.PositiveIntegerField()
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speaker = models.CharField(max_length=120, blank=True)
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role = models.CharField(max_length=24, default="unknown")
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content = models.TextField()
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occurred_at = models.DateTimeField(null=True, blank=True)
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occurred_at_raw = models.CharField(max_length=120, blank=True)
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timezone = models.CharField(max_length=80, blank=True)
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source_ref = models.CharField(max_length=160, blank=True)
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confidence = models.DecimalField(max_digits=5, decimal_places=4, null=True, blank=True)
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conflict = models.TextField(blank=True)
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created_at = models.DateTimeField(auto_now_add=True)
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class Meta:
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ordering = ["sequence"]
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constraints = [
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models.UniqueConstraint(
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fields=["draft", "sequence"],
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name="unique_ticket_draft_timeline_sequence",
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)
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]
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indexes = [
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models.Index(fields=["ticket", "sequence"]),
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models.Index(fields=["draft", "sequence"]),
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]
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class TicketDraftMaterial(models.Model):
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public_id = models.UUIDField(default=uuid.uuid4, unique=True, editable=False)
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draft = models.ForeignKey(TicketDraft, on_delete=models.CASCADE, related_name="images")
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draft = models.ForeignKey(TicketDraft, on_delete=models.CASCADE, related_name="materials")
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file_name = models.CharField(max_length=255)
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material_type = models.CharField(max_length=24, default="image")
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extension = models.CharField(max_length=16, blank=True)
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claimed_mime_type = models.CharField(max_length=120, blank=True)
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mime_type = models.CharField(max_length=120)
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file_size = models.PositiveBigIntegerField()
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sha256 = models.CharField(max_length=64)
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storage_path = models.CharField(max_length=500)
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status = models.CharField(max_length=24, default="temporary")
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scan_status = models.CharField(max_length=24, default="pending")
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scan_result = models.JSONField(default=dict, blank=True)
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parse_status = models.CharField(max_length=24, default="pending")
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parse_error = models.TextField(blank=True)
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parsed_text = models.TextField(blank=True)
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confirmed_attachment = models.OneToOneField(
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TicketAttachment,
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null=True,
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blank=True,
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on_delete=models.SET_NULL,
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related_name="source_draft_image",
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related_name="source_draft_material",
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)
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created_at = models.DateTimeField(auto_now_add=True)
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@@ -225,6 +410,265 @@ class TicketDraftImage(models.Model):
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ordering = ["created_at"]
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class IntakeEvaluationCase(models.Model):
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key = models.SlugField(max_length=120, unique=True)
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name = models.CharField(max_length=200)
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source_kind = models.CharField(max_length=32, default="synthetic")
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valid_input = models.BooleanField(default=True)
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input_manifest = models.JSONField(default=dict)
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expected_fields = models.JSONField(default=dict)
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expected_timeline = models.JSONField(default=list)
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expected_auto_created = models.BooleanField(default=True)
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expected_similar_ticket = models.BooleanField(default=False)
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notes = models.TextField(blank=True)
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enabled = models.BooleanField(default=True)
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created_at = models.DateTimeField(auto_now_add=True)
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updated_at = models.DateTimeField(auto_now=True)
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class Meta:
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ordering = ["key"]
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indexes = [models.Index(fields=["source_kind", "enabled"])]
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class IntakeEvaluationResult(models.Model):
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case = models.ForeignKey(
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IntakeEvaluationCase,
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on_delete=models.PROTECT,
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related_name="results",
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)
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draft = models.ForeignKey(
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TicketDraft,
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on_delete=models.CASCADE,
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related_name="evaluation_results",
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)
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ticket = models.ForeignKey(
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Ticket,
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null=True,
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blank=True,
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on_delete=models.SET_NULL,
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related_name="intake_evaluation_results",
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)
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actual_fields = models.JSONField(default=dict)
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actual_auto_created = models.BooleanField(default=False)
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correct_field_count = models.PositiveIntegerField(default=0)
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evaluated_field_count = models.PositiveIntegerField(default=0)
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field_accuracy = models.DecimalField(max_digits=6, decimal_places=5, null=True, blank=True)
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passed = models.BooleanField(default=False)
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details = models.JSONField(default=dict, blank=True)
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reviewed_by = models.ForeignKey(
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settings.AUTH_USER_MODEL,
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null=True,
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blank=True,
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on_delete=models.SET_NULL,
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related_name="reviewed_intake_evaluations",
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)
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created_at = models.DateTimeField(auto_now_add=True)
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updated_at = models.DateTimeField(auto_now=True)
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class Meta:
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ordering = ["-updated_at"]
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constraints = [
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models.UniqueConstraint(
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fields=["case", "draft"],
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name="unique_intake_case_draft_result",
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)
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]
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indexes = [models.Index(fields=["case", "updated_at"])]
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class SupportEvaluationCase(models.Model):
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key = models.SlugField(max_length=120, unique=True)
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name = models.CharField(max_length=200)
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source_kind = models.CharField(max_length=32, default="synthetic")
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input_manifest = models.JSONField(default=dict)
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expected_solution_ids = models.JSONField(default=list)
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expected_auto_resolve = models.BooleanField(default=False)
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expected_manual_fallback = models.BooleanField(default=True)
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notes = models.TextField(blank=True)
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enabled = models.BooleanField(default=True)
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created_at = models.DateTimeField(auto_now_add=True)
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updated_at = models.DateTimeField(auto_now=True)
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class Meta:
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ordering = ["key"]
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indexes = [models.Index(fields=["source_kind", "enabled"])]
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class SupportEvaluationResult(models.Model):
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case = models.ForeignKey(
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SupportEvaluationCase,
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on_delete=models.PROTECT,
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related_name="results",
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)
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analysis = models.ForeignKey(
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"tickets.TicketSupportAnalysis",
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on_delete=models.CASCADE,
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related_name="evaluation_results",
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)
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actual_candidate_solution_ids = models.JSONField(default=list)
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actual_citation_ranks = models.JSONField(default=list)
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matched_expected_solution = models.BooleanField(default=False)
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actual_auto_resolved = models.BooleanField(default=False)
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actual_manual_fallback = models.BooleanField(default=False)
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incorrect_auto_reuse = models.BooleanField(default=False)
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citations_valid = models.BooleanField(default=False)
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passed = models.BooleanField(default=False)
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details = models.JSONField(default=dict, blank=True)
|
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reviewed_by = models.ForeignKey(
|
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settings.AUTH_USER_MODEL,
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null=True,
|
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blank=True,
|
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on_delete=models.SET_NULL,
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related_name="reviewed_support_evaluations",
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)
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created_at = models.DateTimeField(auto_now_add=True)
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updated_at = models.DateTimeField(auto_now=True)
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class Meta:
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ordering = ["-updated_at"]
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constraints = [
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models.UniqueConstraint(
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fields=["case", "analysis"],
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name="unique_support_case_analysis_result",
|
||||
)
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]
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indexes = [models.Index(fields=["case", "updated_at"])]
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class TicketSupportAnalysis(models.Model):
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ticket = models.ForeignKey(
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Ticket,
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on_delete=models.CASCADE,
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related_name="support_analyses",
|
||||
)
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run = models.OneToOneField(
|
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"agents.AgentRun",
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on_delete=models.PROTECT,
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related_name="ticket_support_analysis",
|
||||
)
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query = models.TextField()
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references = models.JSONField(default=list)
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retrieval_policy = models.JSONField(default=dict)
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automation_decision = models.JSONField(default=dict, blank=True)
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applied_solution = models.ForeignKey(
|
||||
"solutions.Solution",
|
||||
null=True,
|
||||
blank=True,
|
||||
on_delete=models.SET_NULL,
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||||
related_name="applied_support_analyses",
|
||||
)
|
||||
processed_at = models.DateTimeField(null=True, blank=True)
|
||||
created_by = models.ForeignKey(
|
||||
settings.AUTH_USER_MODEL,
|
||||
null=True,
|
||||
blank=True,
|
||||
on_delete=models.SET_NULL,
|
||||
related_name="created_ticket_support_analyses",
|
||||
)
|
||||
created_at = models.DateTimeField(auto_now_add=True)
|
||||
|
||||
class Meta:
|
||||
ordering = ["-created_at"]
|
||||
indexes = [models.Index(fields=["ticket", "created_at"])]
|
||||
|
||||
|
||||
class CustomerReplyTask(models.Model):
|
||||
ticket = models.ForeignKey(
|
||||
Ticket,
|
||||
on_delete=models.CASCADE,
|
||||
related_name="customer_reply_tasks",
|
||||
)
|
||||
support_analysis = models.ForeignKey(
|
||||
TicketSupportAnalysis,
|
||||
null=True,
|
||||
blank=True,
|
||||
on_delete=models.SET_NULL,
|
||||
related_name="customer_reply_tasks",
|
||||
)
|
||||
status = models.CharField(max_length=24, default="draft")
|
||||
draft_text = models.TextField()
|
||||
final_text = models.TextField()
|
||||
revision = models.PositiveIntegerField(default=1)
|
||||
created_by = models.ForeignKey(
|
||||
settings.AUTH_USER_MODEL,
|
||||
null=True,
|
||||
blank=True,
|
||||
on_delete=models.SET_NULL,
|
||||
related_name="created_customer_reply_tasks",
|
||||
)
|
||||
updated_by = models.ForeignKey(
|
||||
settings.AUTH_USER_MODEL,
|
||||
null=True,
|
||||
blank=True,
|
||||
on_delete=models.SET_NULL,
|
||||
related_name="updated_customer_reply_tasks",
|
||||
)
|
||||
approved_by = models.ForeignKey(
|
||||
settings.AUTH_USER_MODEL,
|
||||
null=True,
|
||||
blank=True,
|
||||
on_delete=models.SET_NULL,
|
||||
related_name="approved_customer_reply_tasks",
|
||||
)
|
||||
approved_at = models.DateTimeField(null=True, blank=True)
|
||||
sent_by = models.ForeignKey(
|
||||
settings.AUTH_USER_MODEL,
|
||||
null=True,
|
||||
blank=True,
|
||||
on_delete=models.SET_NULL,
|
||||
related_name="sent_customer_reply_tasks",
|
||||
)
|
||||
sent_at = models.DateTimeField(null=True, blank=True)
|
||||
created_at = models.DateTimeField(auto_now_add=True)
|
||||
updated_at = models.DateTimeField(auto_now=True)
|
||||
|
||||
class Meta:
|
||||
ordering = ["-created_at"]
|
||||
constraints = [
|
||||
models.UniqueConstraint(
|
||||
fields=["ticket"],
|
||||
condition=models.Q(status__in=["draft", "approved"]),
|
||||
name="unique_active_customer_reply_task",
|
||||
)
|
||||
]
|
||||
indexes = [
|
||||
models.Index(fields=["ticket", "status", "created_at"]),
|
||||
models.Index(fields=["status", "updated_at"]),
|
||||
]
|
||||
|
||||
|
||||
class CustomerReplyRevision(models.Model):
|
||||
task = models.ForeignKey(
|
||||
CustomerReplyTask,
|
||||
on_delete=models.CASCADE,
|
||||
related_name="revisions",
|
||||
)
|
||||
version = models.PositiveIntegerField()
|
||||
content = models.TextField()
|
||||
source = models.CharField(max_length=24, default=TicketActorSource.HUMAN)
|
||||
edited_by = models.ForeignKey(
|
||||
settings.AUTH_USER_MODEL,
|
||||
null=True,
|
||||
blank=True,
|
||||
on_delete=models.SET_NULL,
|
||||
related_name="customer_reply_revisions",
|
||||
)
|
||||
created_at = models.DateTimeField(auto_now_add=True)
|
||||
|
||||
class Meta:
|
||||
ordering = ["version"]
|
||||
constraints = [
|
||||
models.UniqueConstraint(
|
||||
fields=["task", "version"],
|
||||
name="unique_customer_reply_revision",
|
||||
)
|
||||
]
|
||||
|
||||
|
||||
# Kept temporarily for imports owned by stage 2.1 integrations.
|
||||
TicketDraftImage = TicketDraftMaterial
|
||||
|
||||
|
||||
class TicketEvent(models.Model):
|
||||
ticket = models.ForeignKey(Ticket, on_delete=models.CASCADE, related_name="events")
|
||||
event_type = models.CharField(max_length=80)
|
||||
@@ -236,6 +680,13 @@ class TicketEvent(models.Model):
|
||||
blank=True,
|
||||
on_delete=models.SET_NULL,
|
||||
)
|
||||
source = models.CharField(
|
||||
max_length=24,
|
||||
choices=TicketActorSource.choices,
|
||||
default=TicketActorSource.HUMAN,
|
||||
)
|
||||
agent_run_id = models.BigIntegerField(null=True, blank=True)
|
||||
metadata = models.JSONField(default=dict, blank=True)
|
||||
remark = models.TextField(blank=True)
|
||||
created_at = models.DateTimeField(auto_now_add=True)
|
||||
|
||||
|
||||
Reference in New Issue
Block a user