Struct SupportWriteService 

pub struct SupportWriteService { /* private fields */ }

Implementations

impl SupportWriteService

pub fn new(pool: PgPool) -> Self

pub async fn create_sla(&self, s: NewSla) -> Result<Uuid, SupportError>

Define an SLA with its per-priority first-response + resolution targets. Each target’s resolution time must be >= its response time; at least one priority row is required.

pub async fn raise_issue( &self, i: NewIssue, now: DateTime<Utc>, ) -> Result<Uuid, SupportError>

Raise a ticket. It binds an SLA (the given one, else the default) and snapshots concrete response_by / resolution_by deadlines from the matching priority target. With no SLA the clock is untracked (deadlines NULL).

pub async fn record_first_response( &self, issue_id: Uuid, now: DateTime<Utc>, ) -> Result<(), SupportError>

Record the first response — moves the clock from first-response to resolution tracking, and judges the response leg: a response after response_by breaches the SLA. The breach is persisted (response_breached) and immediately flips agreement_status to failed, because a missed first response fails the SLA even if the resolution later lands on time (a met resolution no longer masks a blown response — completeness council 2026-07-07). Judged inside the gated UPDATE against the row’s live response_by (pause-adjusted), never a stale read.

pub async fn pause_sla( &self, issue_id: Uuid, now: DateTime<Utc>, ) -> Result<(), SupportError>

Pause the SLA clock (ticket on hold — waiting on customer / third party).

pub async fn resume_sla( &self, issue_id: Uuid, now: DateTime<Utc>, ) -> Result<(), SupportError>

Resume the SLA clock — add the paused span back to the outstanding deadlines so a hold never counts against the SLA. Restores the running status (open if not yet responded, else replied).

pub async fn resolve_issue( &self, issue_id: Uuid, now: DateTime<Utc>, sink: &dyn SupportEventSink, ) -> Result<bool, SupportError>

Resolve a ticket. Judged fulfilled iff resolved at/before the (pause-adjusted) resolution deadline — a ticket with no SLA is always fulfilled (no promise to breach). Emits IssueResolved.

pub async fn close_issue(&self, issue_id: Uuid) -> Result<(), SupportError>

Close a resolved ticket (terminal).

pub async fn escalate_to_project( &self, issue_id: Uuid, project: &dyn ProjectPort, sink: &dyn SupportEventSink, ) -> Result<Uuid, SupportError>

Escalate a ticket into a real backbone-project delivery Project (drives ProjectPort, idempotent per issue). Transition-gates on escalated_project_id IS NULL so a ticket escalates once. Emits IssueEscalated.

pub async fn file_warranty_claim( &self, c: NewWarrantyClaim, now: DateTime<Utc>, sink: &dyn SupportEventSink, ) -> Result<Uuid, SupportError>

File a warranty claim. Coverage is computed at file time: is_under_warranty = claim_date <= warranty_expiry (an unknown/absent expiry is out of warranty). Emits WarrantyClaimFiled.

pub async fn resolve_warranty_claim( &self, claim_id: Uuid, accepted: bool, resolution: Option<String>, ) -> Result<(), SupportError>

Adjudicate an open warranty claim (accept or reject) with a resolution note.