backbone-support 0.6.16

Customer support: issues tracked against service level agreements, and warranty claims
Documentation 
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
51
52
53
54
55
56
57
58
59
60
61
62
63
64
65
66
67
68
69
70
71
72
73
74
75
76
77
78
79
80
81
82
83
84
85
86
87
88
89
90
91
92
93
94
95
96
97
98
99
100
101
102
103
104
105
106
107
108
109
110
111
112
113
114
115
116
117
118
119
120
121

# =============================================================================
# Domain: Support
# Entity: Issue
# Description: A support ticket. It READS its customer from backbone-party (logical FK), binds an SLA at
# raise time and snapshots concrete deadlines (`response_by` / `resolution_by`), and tracks the SLA
# clock through `agreement_status`. A ticket can be put ON HOLD (pausing the clock — the paused span is
# added back to the deadlines on resume) and can optionally be ESCALATED into a real backbone-project
# delivery Project (`escalated_project_id`). Posts NO GL.
# =============================================================================

models:
  - name: Issue
    collection: issues
    description: "A support ticket with SLA response/resolution clocks"
    fields:
      id:
        type: uuid
        attributes: ["@id", "@default(uuid)"]
        description: "Unique issue id"
      customer_id:
        type: uuid?
        attributes: ["@exclude_from_foreign_key_check"]
        description: "The customer who raised it # logical FK to party.Party.id"
      subject:
        type: string
        attributes: ["@required", "@max(200)"]
        description: "Ticket subject"
      description:
        type: string?
        attributes: ["@max(4000)"]
        description: "Ticket detail"
      priority:
        type: IssuePriority
        attributes: ["@required", "@default(medium)"]
        description: "Priority — selects the SLA target row"
      sla_id:
        type: uuid?
        attributes: ["@exclude_from_foreign_key_check"]
        description: "The bound SLA # logical FK to ServiceLevelAgreement.id"
      status:
        type: IssueStatus
        attributes: ["@required", "@default(open)"]
        description: "open → replied → on_hold → resolved → closed"
      agreement_status:
        type: AgreementStatus
        attributes: ["@required", "@default(first_response_due)"]
        description: "SLA clock state"
      opened_at:
        type: datetime
        attributes: ["@required"]
        description: "When the ticket was raised (clock start)"
      response_by:
        type: datetime?
        description: "First-response deadline (opened_at + response target, extended by pauses)"
      resolution_by:
        type: datetime?
        description: "Resolution deadline (opened_at + resolution target, extended by pauses)"
      first_responded_at:
        type: datetime?
        description: "When the first response was recorded"
      response_breached:
        type: boolean
        attributes: ["@default(false)"]
        description: "The first response missed its response_by deadline (an SLA breach on the response leg)"
      resolved_at:
        type: datetime?
        description: "When the ticket was resolved"
      paused_at:
        type: datetime?
        description: "When the clock was paused (on_hold); NULL when running"
      total_paused_mins:
        type: integer
        attributes: ["@default(0)", "@non_negative"]
        description: "Accumulated paused minutes (added back to the deadlines)"
      escalated_project_id:
        type: uuid?
        attributes: ["@exclude_from_foreign_key_check"]
        description: "Delivery project spawned on escalation # logical FK to project.Project.id"
      metadata:
        type: Metadata
        attributes: ["@audit_metadata"]
        description: "Audit metadata"
    # No tenancy indexes (ADR-0029): the module is tenant-agnostic. Status/agreement lookups
    # ride these tenant-free indexes; per-unit scoping indexes are installed by the
    # composing service's tenancy decorator, not declared here.
    indexes:
      - type: index
        fields: [status]
      - type: index
        fields: [customer_id]
      - type: index
        fields: [agreement_status]

enums:
  - name: IssueStatus
    description: "Support ticket lifecycle"
    variants:
      - name: open
        description: "Raised, awaiting first response"
        default: true
      - name: replied
        description: "Responded, working toward resolution"
      - name: on_hold
        description: "Paused (waiting on customer / third party) — SLA clock stopped"
      - name: resolved
        description: "Resolved"
      - name: closed
        description: "Closed (terminal)"

  - name: AgreementStatus
    description: "SLA clock outcome state"
    variants:
      - name: first_response_due
        description: "Awaiting the first response"
        default: true
      - name: resolution_due
        description: "Responded, awaiting resolution"
      - name: fulfilled
        description: "Resolved within the resolution deadline"
      - name: failed
        description: "Resolution deadline breached"