92b888b78f
- Created migration 146 to seed case type tags with various categories and keywords. - Created migration 147 to seed brand and type tags, including a comprehensive list of brands and case types. - Added migration 148 to introduce a new column `is_next` in `sag_todo_steps` for persistent next-task selection. - Implemented a new script `run_migrations.py` to facilitate running SQL migrations against the PostgreSQL database with options for dry runs and error handling.
453 lines
18 KiB
PL/PgSQL
453 lines
18 KiB
PL/PgSQL
-- ============================================================================
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-- Migration 026: Ticket System Enhancements - Kravspecifikation Implementation
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-- ============================================================================
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-- Implementerer:
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-- 1. Ticket relations (merge, split, parent/child hierarchy)
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-- 2. Calendar events og deadlines
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-- 3. Templates system
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-- 4. AI suggestions (metadata only - ingen automatik)
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-- 5. Enhanced contact identification
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-- ============================================================================
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-- ============================================================================
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-- TICKET RELATIONS (flette, splitte, hierarki)
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-- ============================================================================
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CREATE TABLE IF NOT EXISTS tticket_relations (
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id SERIAL PRIMARY KEY,
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ticket_id INTEGER NOT NULL REFERENCES tticket_tickets(id) ON DELETE CASCADE,
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related_ticket_id INTEGER NOT NULL REFERENCES tticket_tickets(id) ON DELETE CASCADE,
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relation_type VARCHAR(20) NOT NULL CHECK (relation_type IN ('merged_into', 'split_from', 'parent_of', 'child_of', 'related_to')),
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-- Metadata om relationen
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created_by_user_id INTEGER, -- Reference til users.user_id (read-only)
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created_at TIMESTAMP DEFAULT CURRENT_TIMESTAMP,
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reason TEXT, -- Hvorfor blev relationen oprettet
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CONSTRAINT unique_relation UNIQUE (ticket_id, related_ticket_id, relation_type),
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CONSTRAINT no_self_reference CHECK (ticket_id != related_ticket_id)
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);
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CREATE INDEX IF NOT EXISTS idx_tticket_relations_ticket ON tticket_relations(ticket_id);
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CREATE INDEX IF NOT EXISTS idx_tticket_relations_related ON tticket_relations(related_ticket_id);
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CREATE INDEX IF NOT EXISTS idx_tticket_relations_type ON tticket_relations(relation_type);
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-- View for at finde alle relationer for en ticket (begge retninger)
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CREATE OR REPLACE VIEW tticket_all_relations AS
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SELECT
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ticket_id,
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related_ticket_id,
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relation_type,
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created_by_user_id,
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created_at,
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reason
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FROM tticket_relations
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UNION ALL
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SELECT
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related_ticket_id as ticket_id,
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ticket_id as related_ticket_id,
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CASE
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WHEN relation_type = 'parent_of' THEN 'child_of'
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WHEN relation_type = 'child_of' THEN 'parent_of'
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WHEN relation_type = 'merged_into' THEN 'merged_from'
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WHEN relation_type = 'split_from' THEN 'split_into'
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ELSE relation_type
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END as relation_type,
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created_by_user_id,
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created_at,
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reason
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FROM tticket_relations;
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-- ============================================================================
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-- CALENDAR EVENTS (aftaler, deadlines, milepæle)
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-- ============================================================================
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CREATE TABLE IF NOT EXISTS tticket_calendar_events (
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id SERIAL PRIMARY KEY,
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ticket_id INTEGER NOT NULL REFERENCES tticket_tickets(id) ON DELETE CASCADE,
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-- Event data
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title VARCHAR(200) NOT NULL,
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description TEXT,
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event_type VARCHAR(20) DEFAULT 'appointment' CHECK (event_type IN ('appointment', 'deadline', 'milestone', 'reminder', 'follow_up')),
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-- Tidspunkt
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event_date DATE NOT NULL,
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event_time TIME,
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duration_minutes INTEGER, -- Varighed i minutter
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all_day BOOLEAN DEFAULT false,
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-- AI forslag
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suggested_by_ai BOOLEAN DEFAULT false, -- Blev denne foreslået af AI?
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ai_confidence DECIMAL(3,2), -- AI confidence score 0-1
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ai_source_text TEXT, -- Tekst som AI fandt datoen i
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-- Status
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status VARCHAR(20) DEFAULT 'pending' CHECK (status IN ('pending', 'confirmed', 'completed', 'cancelled')),
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-- Metadata
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created_by_user_id INTEGER, -- Reference til users.user_id
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created_at TIMESTAMP DEFAULT CURRENT_TIMESTAMP,
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updated_at TIMESTAMP,
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completed_at TIMESTAMP
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);
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CREATE INDEX IF NOT EXISTS idx_tticket_calendar_ticket ON tticket_calendar_events(ticket_id);
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CREATE INDEX IF NOT EXISTS idx_tticket_calendar_date ON tticket_calendar_events(event_date);
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CREATE INDEX IF NOT EXISTS idx_tticket_calendar_type ON tticket_calendar_events(event_type);
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CREATE INDEX IF NOT EXISTS idx_tticket_calendar_status ON tticket_calendar_events(status);
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-- ============================================================================
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-- TEMPLATES (svarskabeloner, guides, standardbreve)
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-- ============================================================================
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CREATE TABLE IF NOT EXISTS tticket_templates (
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id SERIAL PRIMARY KEY,
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-- Template metadata
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name VARCHAR(200) NOT NULL,
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description TEXT,
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category VARCHAR(100), -- guide, standard_letter, technical, billing, etc.
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-- Template indhold
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subject_template VARCHAR(500), -- Emne med placeholders
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body_template TEXT NOT NULL, -- Indhold med placeholders
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-- Placeholders dokumentation
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available_placeholders TEXT[], -- fx ['{{customer_name}}', '{{ticket_number}}']
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-- Attachments (optional)
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default_attachments JSONB, -- Array af fil-paths/URLs
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-- Settings
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is_active BOOLEAN DEFAULT true,
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requires_approval BOOLEAN DEFAULT false, -- Kræver godkendelse før afsendelse
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-- Metadata
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created_by_user_id INTEGER,
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created_at TIMESTAMP DEFAULT CURRENT_TIMESTAMP,
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updated_at TIMESTAMP,
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last_used_at TIMESTAMP,
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usage_count INTEGER DEFAULT 0
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);
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CREATE INDEX IF NOT EXISTS idx_tticket_templates_category ON tticket_templates(category);
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CREATE INDEX IF NOT EXISTS idx_tticket_templates_active ON tticket_templates(is_active);
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-- ============================================================================
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-- TEMPLATE USAGE LOG (hvornår blev skabeloner brugt)
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-- ============================================================================
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CREATE TABLE IF NOT EXISTS tticket_template_usage (
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id SERIAL PRIMARY KEY,
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template_id INTEGER NOT NULL REFERENCES tticket_templates(id) ON DELETE CASCADE,
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ticket_id INTEGER NOT NULL REFERENCES tticket_tickets(id) ON DELETE CASCADE,
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user_id INTEGER, -- Reference til users.user_id
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used_at TIMESTAMP DEFAULT CURRENT_TIMESTAMP,
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was_modified BOOLEAN DEFAULT false -- Blev template redigeret før afsendelse?
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);
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CREATE INDEX IF NOT EXISTS idx_tticket_template_usage_template ON tticket_template_usage(template_id);
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CREATE INDEX IF NOT EXISTS idx_tticket_template_usage_ticket ON tticket_template_usage(ticket_id);
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-- ============================================================================
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-- AI SUGGESTIONS (forslag til actions - aldrig automatisk)
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-- ============================================================================
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CREATE TABLE IF NOT EXISTS tticket_ai_suggestions (
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id SERIAL PRIMARY KEY,
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ticket_id INTEGER NOT NULL REFERENCES tticket_tickets(id) ON DELETE CASCADE,
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-- Suggestion data
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suggestion_type VARCHAR(50) NOT NULL CHECK (suggestion_type IN (
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'contact_update', -- Opdater kontakt oplysninger
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'new_contact', -- Ny kontakt opdaget
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'category', -- Foreslå kategori
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'tag', -- Foreslå tag
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'priority', -- Foreslå prioritet
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'deadline', -- Foreslå deadline
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'calendar_event', -- Foreslå kalender event
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'template', -- Foreslå skabelon
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'merge', -- Foreslå flet med anden ticket
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'related_ticket' -- Foreslå relation til anden ticket
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)),
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-- Suggestion content
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suggestion_data JSONB NOT NULL, -- Struktureret data om forslaget
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confidence DECIMAL(3,2), -- AI confidence 0-1
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reasoning TEXT, -- Hvorfor blev dette foreslået
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-- Source
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source_text TEXT, -- Tekst som AI analyserede
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source_comment_id INTEGER REFERENCES tticket_comments(id) ON DELETE CASCADE,
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-- Status
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status VARCHAR(20) DEFAULT 'pending' CHECK (status IN ('pending', 'accepted', 'rejected', 'auto_expired')),
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reviewed_by_user_id INTEGER, -- Hvem behandlede forslaget
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reviewed_at TIMESTAMP,
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-- Metadata
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created_at TIMESTAMP DEFAULT CURRENT_TIMESTAMP,
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expires_at TIMESTAMP -- Forslag udløber efter X dage
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);
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CREATE INDEX IF NOT EXISTS idx_tticket_ai_suggestions_ticket ON tticket_ai_suggestions(ticket_id);
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CREATE INDEX IF NOT EXISTS idx_tticket_ai_suggestions_type ON tticket_ai_suggestions(suggestion_type);
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CREATE INDEX IF NOT EXISTS idx_tticket_ai_suggestions_status ON tticket_ai_suggestions(status);
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CREATE INDEX IF NOT EXISTS idx_tticket_ai_suggestions_created ON tticket_ai_suggestions(created_at);
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-- ============================================================================
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-- EMAIL METADATA (udvidet til contact identification)
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-- ============================================================================
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CREATE TABLE IF NOT EXISTS tticket_email_metadata (
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id SERIAL PRIMARY KEY,
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ticket_id INTEGER NOT NULL REFERENCES tticket_tickets(id) ON DELETE CASCADE,
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-- Email headers
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message_id VARCHAR(500) UNIQUE, -- Email Message-ID for threading
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in_reply_to VARCHAR(500), -- In-Reply-To header
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email_references TEXT, -- References header (renamed to avoid SQL keyword conflict)
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-- Sender info (fra email)
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from_email VARCHAR(255) NOT NULL,
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from_name VARCHAR(255),
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from_signature TEXT, -- Udtræk af signatur
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-- Matched contact (hvis fundet)
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matched_contact_id INTEGER, -- Reference til contacts.id
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match_confidence DECIMAL(3,2), -- Hvor sikker er vi på match
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match_method VARCHAR(50), -- email_exact, email_domain, name_similarity, etc.
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-- Suggested contacts (hvis tvivl)
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suggested_contacts JSONB, -- Array af {contact_id, confidence, reason}
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-- Extracted data (AI analysis)
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extracted_phone VARCHAR(50),
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extracted_address TEXT,
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extracted_company VARCHAR(255),
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extracted_title VARCHAR(100),
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-- Metadata
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created_at TIMESTAMP DEFAULT CURRENT_TIMESTAMP,
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updated_at TIMESTAMP
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);
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CREATE INDEX IF NOT EXISTS idx_tticket_email_ticket ON tticket_email_metadata(ticket_id);
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CREATE INDEX IF NOT EXISTS idx_tticket_email_message_id ON tticket_email_metadata(message_id);
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CREATE INDEX IF NOT EXISTS idx_tticket_email_from ON tticket_email_metadata(from_email);
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-- ============================================================================
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-- Tilføj manglende kolonner til existing tticket_tickets
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-- ============================================================================
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ALTER TABLE tticket_tickets
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ADD COLUMN IF NOT EXISTS deadline TIMESTAMP,
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ADD COLUMN IF NOT EXISTS parent_ticket_id INTEGER REFERENCES tticket_tickets(id) ON DELETE SET NULL,
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ADD COLUMN IF NOT EXISTS is_merged BOOLEAN DEFAULT false,
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ADD COLUMN IF NOT EXISTS merged_into_ticket_id INTEGER REFERENCES tticket_tickets(id) ON DELETE SET NULL;
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CREATE INDEX IF NOT EXISTS idx_tticket_tickets_deadline ON tticket_tickets(deadline);
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CREATE INDEX IF NOT EXISTS idx_tticket_tickets_parent ON tticket_tickets(parent_ticket_id);
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-- ============================================================================
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-- AUDIT LOG for ticket changes (sporbarhed)
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-- ============================================================================
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CREATE TABLE IF NOT EXISTS tticket_audit_log (
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id SERIAL PRIMARY KEY,
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ticket_id INTEGER NOT NULL REFERENCES tticket_tickets(id) ON DELETE CASCADE,
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-- What changed
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action VARCHAR(50) NOT NULL, -- created, updated, merged, split, status_change, etc.
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field_name VARCHAR(100), -- Hvilket felt blev ændret
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old_value TEXT,
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new_value TEXT,
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-- Who and when
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user_id INTEGER, -- Reference til users.user_id
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performed_at TIMESTAMP DEFAULT CURRENT_TIMESTAMP,
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-- Context
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reason TEXT,
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metadata JSONB -- Additional context
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);
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ALTER TABLE tticket_audit_log
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ADD COLUMN IF NOT EXISTS field_name VARCHAR(100),
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ADD COLUMN IF NOT EXISTS performed_at TIMESTAMP DEFAULT CURRENT_TIMESTAMP,
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ADD COLUMN IF NOT EXISTS reason TEXT,
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ADD COLUMN IF NOT EXISTS metadata JSONB;
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CREATE INDEX IF NOT EXISTS idx_tticket_audit_ticket ON tticket_audit_log(ticket_id);
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CREATE INDEX IF NOT EXISTS idx_tticket_audit_action ON tticket_audit_log(action);
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CREATE INDEX IF NOT EXISTS idx_tticket_audit_performed ON tticket_audit_log(performed_at DESC);
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-- ============================================================================
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-- TRIGGERS for audit logging
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-- ============================================================================
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CREATE OR REPLACE FUNCTION tticket_log_ticket_changes()
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RETURNS TRIGGER AS $$
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BEGIN
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IF TG_OP = 'UPDATE' THEN
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-- Log status changes
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IF OLD.status != NEW.status THEN
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INSERT INTO tticket_audit_log (ticket_id, action, field_name, old_value, new_value)
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VALUES (NEW.id, 'status_change', 'status', OLD.status, NEW.status);
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END IF;
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-- Log priority changes
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IF OLD.priority != NEW.priority THEN
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INSERT INTO tticket_audit_log (ticket_id, action, field_name, old_value, new_value)
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VALUES (NEW.id, 'priority_change', 'priority', OLD.priority, NEW.priority);
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END IF;
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-- Log assignment changes
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IF OLD.assigned_to_user_id IS DISTINCT FROM NEW.assigned_to_user_id THEN
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INSERT INTO tticket_audit_log (ticket_id, action, field_name, old_value, new_value)
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VALUES (NEW.id, 'assignment_change', 'assigned_to_user_id',
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OLD.assigned_to_user_id::TEXT, NEW.assigned_to_user_id::TEXT);
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END IF;
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-- Log deadline changes
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IF OLD.deadline IS DISTINCT FROM NEW.deadline THEN
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INSERT INTO tticket_audit_log (ticket_id, action, field_name, old_value, new_value)
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VALUES (NEW.id, 'deadline_change', 'deadline',
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OLD.deadline::TEXT, NEW.deadline::TEXT);
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END IF;
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END IF;
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RETURN NEW;
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END;
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$$ LANGUAGE plpgsql;
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CREATE TRIGGER tticket_audit_changes
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AFTER UPDATE ON tticket_tickets
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FOR EACH ROW
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EXECUTE FUNCTION tticket_log_ticket_changes();
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-- ============================================================================
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-- VIEWS for enhanced queries
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-- ============================================================================
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-- View for tickets with hierarchy info
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CREATE OR REPLACE VIEW tticket_tickets_with_hierarchy AS
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SELECT
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t.*,
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parent.ticket_number as parent_ticket_number,
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parent.subject as parent_subject,
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(SELECT COUNT(*) FROM tticket_tickets WHERE parent_ticket_id = t.id) as child_count,
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(SELECT COUNT(*) FROM tticket_relations WHERE ticket_id = t.id) as relation_count
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FROM tticket_tickets t
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LEFT JOIN tticket_tickets parent ON t.parent_ticket_id = parent.id;
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-- View for tickets with pending AI suggestions
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CREATE OR REPLACE VIEW tticket_tickets_with_suggestions AS
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SELECT
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t.id,
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t.ticket_number,
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t.subject,
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t.status,
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COUNT(DISTINCT s.id) FILTER (WHERE s.status = 'pending') as pending_suggestions,
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COUNT(DISTINCT ce.id) FILTER (WHERE ce.suggested_by_ai = true AND ce.status = 'pending') as pending_calendar_suggestions
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FROM tticket_tickets t
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LEFT JOIN tticket_ai_suggestions s ON t.id = s.ticket_id
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LEFT JOIN tticket_calendar_events ce ON t.id = ce.ticket_id
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GROUP BY t.id, t.ticket_number, t.subject, t.status;
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-- View for overdue tickets
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CREATE OR REPLACE VIEW tticket_overdue_tickets AS
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SELECT
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t.id,
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t.ticket_number,
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t.subject,
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t.status,
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t.priority,
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t.deadline,
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t.assigned_to_user_id,
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(CURRENT_TIMESTAMP - t.deadline) as overdue_duration,
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c.name as customer_name
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FROM tticket_tickets t
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LEFT JOIN customers c ON t.customer_id = c.id
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WHERE t.deadline < CURRENT_TIMESTAMP
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AND t.status NOT IN ('resolved', 'closed')
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ORDER BY t.deadline ASC;
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-- ============================================================================
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-- Seed data: Default templates
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-- ============================================================================
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INSERT INTO tticket_templates (name, description, category, subject_template, body_template, available_placeholders, is_active)
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VALUES
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(
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'Tak for henvendelse',
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'Standard svar ved modtagelse af ticket',
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'standard_letter',
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'Re: {{ticket_subject}}',
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'Hej {{contact_name}},
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Tak for din henvendelse. Vi har modtaget din sag og den er nu registreret som sag nr. {{ticket_number}}.
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Vi vender tilbage hurtigst muligt med svar.
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Med venlig hilsen,
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BMC Networks',
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ARRAY['{{contact_name}}', '{{customer_name}}', '{{ticket_number}}', '{{ticket_subject}}'],
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true
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),
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(
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'Løsning: Genstart router',
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'Guide til genstart af router',
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'guide',
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'Re: {{ticket_subject}} - Løsning: Genstart router',
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'Hej {{contact_name}},
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Her er en guide til at genstarte din router:
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1. Træk strømkablet ud af routeren
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2. Vent 30 sekunder
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3. Sæt strømkablet i igen
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4. Vent 2-3 minutter mens routeren starter op
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5. Test forbindelsen
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Hvis problemet fortsætter, er du velkommen til at svare på denne mail.
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Med venlig hilsen,
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BMC Networks
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Sag: {{ticket_number}}',
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ARRAY['{{contact_name}}', '{{customer_name}}', '{{ticket_number}}', '{{ticket_subject}}'],
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true
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),
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(
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'Afslutning af sag',
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'Besked ved lukning af sag',
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'standard_letter',
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'Re: {{ticket_subject}} - Sag lukket',
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'Hej {{contact_name}},
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Vi betragter nu denne sag som løst og lukker den.
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Hvis du har yderligere spørgsmål, er du velkommen til at kontakte os.
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Med venlig hilsen,
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BMC Networks
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Sag: {{ticket_number}}',
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ARRAY['{{contact_name}}', '{{customer_name}}', '{{ticket_number}}', '{{ticket_subject}}'],
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true
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);
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-- ============================================================================
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-- Comments
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-- ============================================================================
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COMMENT ON TABLE tticket_relations IS 'Ticket relationer: merge, split, parent/child hierarki';
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COMMENT ON TABLE tticket_calendar_events IS 'Kalender events, deadlines og milepæle på tickets';
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COMMENT ON TABLE tticket_templates IS 'Svarskabeloner med placeholders';
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COMMENT ON TABLE tticket_ai_suggestions IS 'AI forslag der kræver manuel godkendelse';
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COMMENT ON TABLE tticket_email_metadata IS 'Email metadata og contact identification data';
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COMMENT ON TABLE tticket_audit_log IS 'Audit trail for alle ticket ændringer';
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-- ============================================================================
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-- Migration complete
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-- ============================================================================
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-- Dette modul tilføjer:
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-- ✅ Ticket relations (merge, split, hierarchy)
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-- ✅ Calendar events med AI forslag
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-- ✅ Templates system
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-- ✅ AI suggestions (kun forslag)
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-- ✅ Enhanced email/contact matching
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-- ✅ Full audit trail
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-- ============================================================================
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