feat: add trusted ticket intake backend

backend/apps/tickets/models.py

@@ -1,5 +1,13 @@
+import uuid
+from datetime import timedelta
+
 from django.conf import settings
 from django.db import models
+from django.utils import timezone
+
+
+def default_ticket_draft_expiry():
+    return timezone.now() + timedelta(hours=24)
 
 
 class TicketStatus(models.TextChoices):
@@ -132,6 +140,91 @@ class TicketAttachment(models.Model):
     created_at = models.DateTimeField(auto_now_add=True)
 
 
+class TicketDraft(models.Model):
+    public_id = models.UUIDField(default=uuid.uuid4, unique=True, editable=False)
+    created_by = models.ForeignKey(
+        settings.AUTH_USER_MODEL,
+        on_delete=models.CASCADE,
+        related_name="ticket_drafts",
+    )
+    status = models.CharField(max_length=24, default="editing")
+    revision = models.PositiveIntegerField(default=1)
+    source_text = models.TextField(blank=True)
+    current_fields = models.JSONField(default=dict)
+    last_ai_fields = models.JSONField(default=dict)
+    missing_fields = models.JSONField(default=list)
+    questions = models.JSONField(default=list)
+    guided_rounds = models.PositiveSmallIntegerField(default=0)
+    latest_agent_run = models.ForeignKey(
+        "agents.AgentRun",
+        null=True,
+        blank=True,
+        on_delete=models.SET_NULL,
+        related_name="ticket_drafts",
+    )
+    latest_artifact = models.ForeignKey(
+        "agents.AgentArtifact",
+        null=True,
+        blank=True,
+        on_delete=models.SET_NULL,
+        related_name="ticket_drafts",
+    )
+    confirmed_ticket = models.OneToOneField(
+        Ticket,
+        null=True,
+        blank=True,
+        on_delete=models.PROTECT,
+        related_name="source_draft",
+    )
+    decision = models.CharField(max_length=24, blank=True)
+    error_code = models.CharField(max_length=80, blank=True)
+    error_message = models.TextField(blank=True)
+    expires_at = models.DateTimeField(default=default_ticket_draft_expiry)
+    created_at = models.DateTimeField(auto_now_add=True)
+    updated_at = models.DateTimeField(auto_now=True)
+    confirmed_at = models.DateTimeField(null=True, blank=True)
+
+    class Meta:
+        ordering = ["-updated_at"]
+        indexes = [
+            models.Index(fields=["created_by", "status", "updated_at"]),
+            models.Index(fields=["status", "expires_at"]),
+        ]
+
+
+class TicketDraftMessage(models.Model):
+    draft = models.ForeignKey(TicketDraft, on_delete=models.CASCADE, related_name="messages")
+    role = models.CharField(max_length=24)
+    content = models.TextField()
+    round_number = models.PositiveSmallIntegerField(default=0)
+    created_at = models.DateTimeField(auto_now_add=True)
+
+    class Meta:
+        ordering = ["created_at"]
+
+
+class TicketDraftImage(models.Model):
+    public_id = models.UUIDField(default=uuid.uuid4, unique=True, editable=False)
+    draft = models.ForeignKey(TicketDraft, on_delete=models.CASCADE, related_name="images")
+    file_name = models.CharField(max_length=255)
+    mime_type = models.CharField(max_length=120)
+    file_size = models.PositiveBigIntegerField()
+    sha256 = models.CharField(max_length=64)
+    storage_path = models.CharField(max_length=500)
+    status = models.CharField(max_length=24, default="temporary")
+    confirmed_attachment = models.OneToOneField(
+        TicketAttachment,
+        null=True,
+        blank=True,
+        on_delete=models.SET_NULL,
+        related_name="source_draft_image",
+    )
+    created_at = models.DateTimeField(auto_now_add=True)
+
+    class Meta:
+        ordering = ["created_at"]
+
+
 class TicketEvent(models.Model):
     ticket = models.ForeignKey(Ticket, on_delete=models.CASCADE, related_name="events")
     event_type = models.CharField(max_length=80)