updated tickets
This commit is contained in:
JiriUhlir
+193
-33
@@ -6,11 +6,14 @@
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* - actions: co se s nim da UDELAT uprostred behu
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*
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* Konektor muze mit jen triggery (webhook), jen akce (odeslani e-mailu), nebo obojí.
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* Jak pridat novy konektor: docs/08-automatizace-builder.md
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* Jak pridat novy konektor: documentation/05-dashboard-a-builder.md
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*/
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import type { FieldType } from './conditions.js';
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export type ConnectorCategory =
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| 'spoustece'
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| 'servicedesk'
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| 'crm'
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| 'ekonomika'
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| 'logistika'
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@@ -22,6 +25,21 @@ export type ConnectorCategory =
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/** connected = klient ho ma napojeny, available = umime napojit, planned = na roadmape */
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export type ConnectorStatus = 'connected' | 'available' | 'planned';
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/**
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* Parametr, ktery spoustec sam preda do stromu. Tvarem odpovida `TriggerField`
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* v automationStore, ale definuje se tady - katalog je zdroj pravdy o tom,
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* co ktera sluzba posila.
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*
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* ID musi byt stabilni, odkazuji se na nej podminky v ulozenych stromech.
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* Prejmenovani ID rozbije existujici automatizace.
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*/
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export interface ProvidedField {
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id: string;
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name: string;
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type: FieldType;
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required: boolean;
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}
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export interface ConnectorOperation {
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id: string;
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name: string;
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@@ -33,6 +51,12 @@ export interface ConnectorOperation {
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* (webhook, formular). false/chybi = data urcuje sluzba.
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*/
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customPayload?: boolean;
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/**
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* Jen u triggeru: parametry, ktere sluzba predava sama. Uzivatel je nemeni,
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* server je pri ukladani stromu dosadi misto toho, co poslal klient.
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* Diky nim jde stavet podminky nad daty, ktera si nikdo nevymyslel.
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*/
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providedFields?: ProvidedField[];
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}
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export interface Connector {
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@@ -49,6 +73,7 @@ export interface Connector {
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export const connectorCategories: Array<{ id: ConnectorCategory; label: string }> = [
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{ id: 'spoustece', label: 'Spouštěče' },
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{ id: 'servicedesk', label: 'Tickety a servicedesk' },
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{ id: 'crm', label: 'CRM' },
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{ id: 'ekonomika', label: 'Ekonomika a banky' },
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{ id: 'logistika', label: 'Logistika' },
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@@ -129,6 +154,111 @@ export const connectors: Connector[] = [
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actions: [],
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},
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// -------------------------------------------------------------- servicedesk
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/**
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* Tickety nejsou jen akce na konci stromu. Jsou to obe strany:
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* kanaly do nich ustuji (WhatsApp, e-mail, hlas) a zalozeny ticket
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* je zase spoustecem navazne automatizace - typicky "mame zakaznika?".
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*/
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{
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id: 'ticket',
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name: 'Tickety',
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category: 'servicedesk',
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description:
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'Servicedesk. Požadavek od zákazníka, který má svého řešitele a dohledatelný průběh.',
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icon: 'LifeBuoy',
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status: 'connected',
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triggers: [
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{
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id: 'created',
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name: 'Založen ticket',
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description:
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'Spustí se při každém novém ticketu, ať vznikl z kanálu nebo ručně. ' +
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'Podle parametru knownCustomer se pozná, jestli se firma dohledala v CRM.',
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providedFields: [
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{ id: 'ticket.id', name: 'ticketId', type: 'string', required: true },
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{ id: 'ticket.subject', name: 'subject', type: 'string', required: true },
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{ id: 'ticket.channel', name: 'channel', type: 'string', required: true },
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{ id: 'ticket.company', name: 'company', type: 'string', required: false },
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{ id: 'ticket.contact', name: 'contact', type: 'string', required: false },
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{ id: 'ticket.priority', name: 'priority', type: 'string', required: true },
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{ id: 'ticket.knownCustomer', name: 'knownCustomer', type: 'boolean', required: true },
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{ id: 'ticket.assigned', name: 'assigned', type: 'boolean', required: true },
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],
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},
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{
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id: 'unknown-customer',
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name: 'Ticket bez zákazníka',
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description:
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'Spustí se, když se k ticketu nepodařilo dohledat firmu. Sem patří založení ' +
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'obchodního případu nebo dotaz zpět na zadavatele.',
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providedFields: [
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{ id: 'ticket.id', name: 'ticketId', type: 'string', required: true },
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{ id: 'ticket.subject', name: 'subject', type: 'string', required: true },
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{ id: 'ticket.channel', name: 'channel', type: 'string', required: true },
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{ id: 'ticket.contact', name: 'contact', type: 'string', required: false },
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{ id: 'ticket.reply', name: 'reply', type: 'string', required: true },
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],
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},
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{
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id: 'assigned',
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name: 'Ticket přiřazen řešiteli',
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description: 'Spustí se, jakmile ticket dostane konkrétního člověka.',
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providedFields: [
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{ id: 'ticket.id', name: 'ticketId', type: 'string', required: true },
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{ id: 'ticket.subject', name: 'subject', type: 'string', required: true },
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{ id: 'ticket.assignee', name: 'assignee', type: 'string', required: true },
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{ id: 'ticket.assigneeEmail', name: 'assigneeEmail', type: 'string', required: true },
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{ id: 'ticket.priority', name: 'priority', type: 'string', required: true },
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],
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},
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{
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id: 'status-changed',
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name: 'Změna stavu ticketu',
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description: 'Spustí se při přechodu do jiného stavu, včetně vyřešení.',
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providedFields: [
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{ id: 'ticket.id', name: 'ticketId', type: 'string', required: true },
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{ id: 'ticket.subject', name: 'subject', type: 'string', required: true },
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{ id: 'ticket.status', name: 'status', type: 'string', required: true },
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{ id: 'ticket.previousStatus', name: 'previousStatus', type: 'string', required: true },
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{ id: 'ticket.assignee', name: 'assignee', type: 'string', required: false },
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],
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},
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],
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actions: [
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{
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id: 'create',
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name: 'Založit ticket',
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description: 'Vytvoří požadavek včetně kanálu, firmy, priority a volitelně řešitele.',
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fields: ['Předmět', 'Kanál', 'Firma', 'Kontakt', 'Adresa pro odpověď', 'Priorita', 'Řešitel'],
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},
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{
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id: 'assign',
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name: 'Přiřadit řešiteli',
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description: 'Předá ticket konkrétnímu člověku. Objeví se mu mezi jeho tickety.',
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fields: ['ID ticketu', 'Řešitel'],
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},
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{
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id: 'set-status',
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name: 'Změnit stav',
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description: 'Posune ticket na nový, v řešení, čeká na klienta nebo vyřešeno.',
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fields: ['ID ticketu', 'Nový stav'],
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},
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{
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id: 'link-customer',
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name: 'Napojit na zákazníka',
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description: 'Doplní ticketu firmu z CRM. Používá se poté, co se zákazník dohledá.',
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fields: ['ID ticketu', 'ID firmy v CRM'],
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},
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{
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id: 'comment',
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name: 'Přidat komentář',
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description: 'Zapíše komentář do logu ticketu, aby byl na stejné časové ose jako běh.',
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fields: ['ID ticketu', 'Autor', 'Text'],
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},
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],
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},
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// --------------------------------------------------------------------- crm
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{
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id: 'raynet',
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@@ -325,8 +455,15 @@ export const connectors: Connector[] = [
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{
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id: 'received',
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name: 'Přijat e-mail',
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description: 'Spustí se při doručení e-mailu do sledované schránky.',
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fields: ['Schránka', 'Filtr odesílatele nebo předmětu'],
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description:
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'Spustí se při doručení e-mailu do sledované schránky. Typický začátek ticketu.',
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providedFields: [
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{ id: 'email.from', name: 'from', type: 'string', required: true },
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{ id: 'email.subject', name: 'subject', type: 'string', required: true },
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{ id: 'email.body', name: 'body', type: 'string', required: false },
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{ id: 'email.hasAttachment', name: 'hasAttachment', type: 'boolean', required: false },
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{ id: 'email.receivedAt', name: 'receivedAt', type: 'date', required: true },
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],
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},
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],
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actions: [
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@@ -338,6 +475,42 @@ export const connectors: Connector[] = [
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},
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],
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},
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{
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id: 'whatsapp',
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name: 'WhatsApp',
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category: 'komunikace',
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description: 'Příjem a odesílání zpráv přes WhatsApp Business. Nejrychlejší cesta k ticketu.',
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icon: 'MessageCircle',
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status: 'connected',
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triggers: [
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{
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id: 'message-received',
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name: 'Přijata zpráva',
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description: 'Spustí se při doručení zprávy na firemní číslo.',
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providedFields: [
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{ id: 'whatsapp.phone', name: 'phone', type: 'string', required: true },
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{ id: 'whatsapp.profileName', name: 'profileName', type: 'string', required: false },
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{ id: 'whatsapp.text', name: 'text', type: 'string', required: true },
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{ id: 'whatsapp.hasMedia', name: 'hasMedia', type: 'boolean', required: false },
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{ id: 'whatsapp.receivedAt', name: 'receivedAt', type: 'date', required: true },
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],
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},
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],
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actions: [
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{
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id: 'send',
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name: 'Odeslat zprávu',
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description: 'Odpoví na číslo, ze kterého zpráva přišla, nebo na zadané číslo.',
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fields: ['Telefon', 'Text'],
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},
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{
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id: 'send-template',
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name: 'Odeslat schválenou šablonu',
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description: 'Pošle předschválenou šablonu. Nutné mimo 24hodinové okno konverzace.',
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fields: ['Telefon', 'Šablona', 'Proměnné'],
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},
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],
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},
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{
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id: 'microsoft365',
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name: 'Microsoft 365',
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@@ -491,7 +664,12 @@ export const connectors: Connector[] = [
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id: 'call-received',
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name: 'Příchozí hovor',
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description: 'Spustí se při přijetí hovoru na hlasovou linku.',
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fields: ['Linka', 'Jazyk'],
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providedFields: [
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{ id: 'voicebot.callerNumber', name: 'callerNumber', type: 'string', required: true },
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{ id: 'voicebot.line', name: 'line', type: 'string', required: true },
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{ id: 'voicebot.wantsOperator', name: 'wantsOperator', type: 'boolean', required: false },
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{ id: 'voicebot.startedAt', name: 'startedAt', type: 'date', required: true },
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],
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},
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{
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id: 'call-ended',
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@@ -631,35 +809,6 @@ export const connectors: Connector[] = [
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},
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],
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},
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{
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id: 'ticket',
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name: 'Tickety',
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category: 'nastroje',
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description: 'Servicedesk — zakládání a aktualizace požadavků.',
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icon: 'LifeBuoy',
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status: 'connected',
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triggers: [
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{
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id: 'created',
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name: 'Nový ticket',
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description: 'Spustí se při založení ticketu.',
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},
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],
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actions: [
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{
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id: 'create',
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name: 'Založit ticket',
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description: 'Vytvoří požadavek včetně priority a přiřazení.',
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fields: ['Předmět', 'Popis', 'Priorita', 'Řešitel'],
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},
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{
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id: 'comment',
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name: 'Přidat komentář',
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description: 'Zapíše komentář k existujícímu ticketu.',
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fields: ['ID ticketu', 'Text'],
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},
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],
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},
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{
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id: 'log',
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name: 'Zápis do logu',
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@@ -697,3 +846,14 @@ export function findOperation(
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const pool = type === 'trigger' ? connector.triggers : connector.actions;
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return pool.find((op) => op.id === operationId);
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}
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/**
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* Parametry, ktere spoustec predava sam. `undefined` znamena, ze si je
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* deklaruje uzivatel (webhook, formular) - katalog do toho nemluvi.
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*/
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export function providedFieldsFor(
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connectorId: string,
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operationId: string,
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): ProvidedField[] | undefined {
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return findOperation(connectorId, operationId, 'trigger')?.providedFields;
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}
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@@ -0,0 +1,65 @@
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/**
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* Resitele ticketu - lide, kteri maji pozadavek "u sebe".
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*
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* Zamerne oddelene od `users.ts`. Uzivatel je ten, kdo se prihlasi do portalu,
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* resitel je ten, na koho jde ticket. Casto je to tyz clovek, ale ne vzdy:
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* technik muze mit tickety a do portalu se nikdy neprihlasit.
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* Spojka mezi obojim je e-mail.
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*
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* POZOR: data jsou v pameti procesu, restart je vrati na vychozi sadu.
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*/
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export interface Person {
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id: string;
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name: string;
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email: string;
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/** Cim se v tymu zabyva. Jen popisek, nic nerozhoduje. */
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role: string;
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/** Kolik nevyrizenych ticketu je pro nej jeste zdrava zatez. */
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capacity: number;
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}
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export const people: Person[] = [
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{
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id: 'ppl_vomacka',
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name: 'Karel Vomáčka',
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email: 'karel.vomacka@automia.cz',
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role: 'Servicedesk',
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capacity: 8,
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},
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{
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id: 'ppl_uhlir',
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name: 'Jiří Uhlíř',
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email: 'admin@automia.cz',
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role: 'Vedoucí týmu',
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capacity: 5,
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},
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{
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id: 'ppl_kriz',
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name: 'Martin Kříž',
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email: 'martin.kriz@automia.cz',
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role: 'Integrace a API',
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capacity: 6,
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},
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{
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id: 'ppl_novakova',
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name: 'Eva Nováková',
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email: 'eva.novakova@automia.cz',
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role: 'Voiceboti',
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capacity: 6,
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},
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];
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export function listPeople(): Person[] {
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return [...people].sort((a, b) => a.name.localeCompare(b.name, 'cs'));
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}
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export function findPerson(id: string): Person | undefined {
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return people.find((p) => p.id === id);
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}
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/** Spojka na prihlaseneho uzivatele - podle ni funguje filtr "moje tickety". */
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export function findPersonByEmail(email: string): Person | undefined {
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const normalized = email.trim().toLowerCase();
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return people.find((p) => p.email.toLowerCase() === normalized);
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}
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||||
+684
-40
@@ -2,121 +2,711 @@
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* Uloziste ticketu. Zmeny posilaji udalost na sbernici, takze se projevi
|
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* v dashboardu okamzite bez obnoveni stranky.
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*
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* Ticket je prichozi pozadavek odkudkoliv (WhatsApp, e-mail, hlasova linka,
|
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* formular, portal). NENI to bug ani wish - vyvojarska agenda ma vlastni
|
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* evidenci a s ticketem se plete jen v hlave.
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*
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* Dve veci, na kterych model stoji:
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* - ticket ma vzdy jednoho resitele (nebo zadneho), aby slo rict "mas to u sebe",
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* - ticket si nese strom zaznamu o tom, co se s nim delo a co ktera sluzba vratila.
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*
|
||||
* POZOR: data jsou v pameti procesu, restart API je vrati na vychozi sadu.
|
||||
*/
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||||
import { publish } from '../events/bus.js';
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import { findPerson, type Person } from './people.js';
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export type TicketStatus = 'new' | 'open' | 'waiting' | 'resolved';
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export type TicketPriority = 'low' | 'normal' | 'high' | 'critical';
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|
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/** Odkud pozadavek prisel. Podle toho se pozna, co ma smysl hledat v logu. */
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export type TicketChannel = 'whatsapp' | 'email' | 'voice' | 'form' | 'portal';
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export interface TicketCustomer {
|
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/**
|
||||
* ID firmy v CRM. null = zakaznika se nepodarilo dohledat.
|
||||
* Prave na tohle se pta podminka "mame zakaznika?" ve stromu automatizace.
|
||||
*/
|
||||
id: string | null;
|
||||
company: string;
|
||||
/** Konkretni clovek, ktery pozadavek poslal. */
|
||||
contact: string;
|
||||
/** Adresa nebo cislo, odkud to prislo a kam se odpovida. */
|
||||
reply: string;
|
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}
|
||||
|
||||
/** Odkaz na resitele v odpovedi API. Uvnitr se drzi jen jeho ID. */
|
||||
export interface TicketAssignee {
|
||||
id: string;
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||||
name: string;
|
||||
}
|
||||
|
||||
export type TraceStatus = 'ok' | 'error' | 'skipped' | 'info';
|
||||
export type TraceKind = 'trigger' | 'action' | 'condition' | 'note';
|
||||
|
||||
/**
|
||||
* Jeden radek v logu ticketu. Strom se sklada pres `parentId` -
|
||||
* vetev podminky visi na zaznamu te podminky.
|
||||
*/
|
||||
export interface TicketTraceEntry {
|
||||
id: string;
|
||||
/** null = zaznam v hlavni sekvenci. */
|
||||
parentId: string | null;
|
||||
kind: TraceKind;
|
||||
/** Ktera sluzba to byla. null u poznamek a podminek. */
|
||||
connectorId: string | null;
|
||||
operationId: string | null;
|
||||
label: string;
|
||||
status: TraceStatus;
|
||||
/** Co sluzba vratila. Tohle je duvod, proc log existuje. */
|
||||
response: string | null;
|
||||
durationMs: number | null;
|
||||
at: string;
|
||||
}
|
||||
|
||||
export interface Ticket {
|
||||
id: string;
|
||||
subject: string;
|
||||
requester: string;
|
||||
channel: TicketChannel;
|
||||
customer: TicketCustomer;
|
||||
status: TicketStatus;
|
||||
priority: TicketPriority;
|
||||
assignee: string | null;
|
||||
assignee: TicketAssignee | null;
|
||||
/** Automatizace, ktera ticket zalozila. null = zalozeno rucne. */
|
||||
automationId: string | null;
|
||||
createdAt: string;
|
||||
updatedAt: string;
|
||||
}
|
||||
|
||||
export interface TicketDetail extends Ticket {
|
||||
trace: TicketTraceEntry[];
|
||||
}
|
||||
|
||||
interface StoredTicket extends Omit<Ticket, 'assignee'> {
|
||||
assigneeId: string | null;
|
||||
}
|
||||
|
||||
export const channelLabels: Record<TicketChannel, string> = {
|
||||
whatsapp: 'WhatsApp',
|
||||
email: 'E-mail',
|
||||
voice: 'Hlasová linka',
|
||||
form: 'Webový formulář',
|
||||
portal: 'Portál',
|
||||
};
|
||||
|
||||
function minutesAgo(minutes: number): string {
|
||||
return new Date(Date.now() - minutes * 60_000).toISOString();
|
||||
}
|
||||
|
||||
const tickets: Ticket[] = [
|
||||
// ------------------------------------------------------------------- uloziste
|
||||
|
||||
const tickets: StoredTicket[] = [];
|
||||
/** Log ticketu drzime zvlast - je to jina zivotnost i jiny objem dat. */
|
||||
const traces = new Map<string, TicketTraceEntry[]>();
|
||||
|
||||
let ticketCounter = 4_821;
|
||||
let traceCounter = 0;
|
||||
|
||||
function nextTraceId(): string {
|
||||
traceCounter += 1;
|
||||
return `tr_${traceCounter}`;
|
||||
}
|
||||
|
||||
/** Zaznam v logu tak, jak se zapisuje - strom je zanoreny, ulozeni ho zplosti. */
|
||||
export interface TraceInput {
|
||||
kind: TraceKind;
|
||||
label: string;
|
||||
status: TraceStatus;
|
||||
connectorId?: string | null;
|
||||
operationId?: string | null;
|
||||
response?: string | null;
|
||||
durationMs?: number | null;
|
||||
/** Posun proti "ted" v minutach. Pouziva jen ukazkova data. */
|
||||
agoMinutes?: number;
|
||||
children?: TraceInput[];
|
||||
}
|
||||
|
||||
/**
|
||||
* Zplosti zanoreny zapis do seznamu s `parentId`.
|
||||
* Poradi se zachovava, aby se strom dal vykreslit jednim pruchodem.
|
||||
*/
|
||||
function flattenTrace(
|
||||
inputs: TraceInput[],
|
||||
parentId: string | null,
|
||||
into: TicketTraceEntry[],
|
||||
): TicketTraceEntry[] {
|
||||
for (const input of inputs) {
|
||||
const entry: TicketTraceEntry = {
|
||||
id: nextTraceId(),
|
||||
parentId,
|
||||
kind: input.kind,
|
||||
connectorId: input.connectorId ?? null,
|
||||
operationId: input.operationId ?? null,
|
||||
label: input.label,
|
||||
status: input.status,
|
||||
response: input.response ?? null,
|
||||
durationMs: input.durationMs ?? null,
|
||||
at: minutesAgo(input.agoMinutes ?? 0),
|
||||
};
|
||||
into.push(entry);
|
||||
if (input.children && input.children.length > 0) {
|
||||
flattenTrace(input.children, entry.id, into);
|
||||
}
|
||||
}
|
||||
return into;
|
||||
}
|
||||
|
||||
/** Prida zaznamy do logu ticketu. Vraci, kolik radku pribylo. */
|
||||
export function appendTrace(ticketId: string, inputs: TraceInput[]): number {
|
||||
const existing = traces.get(ticketId);
|
||||
if (!existing) {
|
||||
console.warn(`[tickets] zapis do logu neexistujiciho ticketu: ${ticketId}`);
|
||||
return 0;
|
||||
}
|
||||
const before = existing.length;
|
||||
flattenTrace(inputs, null, existing);
|
||||
return existing.length - before;
|
||||
}
|
||||
|
||||
// --------------------------------------------------------------- ukazkova data
|
||||
|
||||
function seed(ticket: StoredTicket, trace: TraceInput[]) {
|
||||
tickets.push(ticket);
|
||||
traces.set(ticket.id, flattenTrace(trace, null, []));
|
||||
}
|
||||
|
||||
seed(
|
||||
{
|
||||
id: 'TK-4821',
|
||||
subject: 'Voicebot neodpovídá na volání po 18:00',
|
||||
requester: 'Firma s.r.o.',
|
||||
channel: 'voice',
|
||||
customer: {
|
||||
id: 'crm_1042',
|
||||
company: 'Firma s.r.o.',
|
||||
contact: 'Petra Klientová',
|
||||
reply: '+420 601 118 224',
|
||||
},
|
||||
status: 'open',
|
||||
priority: 'high',
|
||||
assignee: 'Jiří U.',
|
||||
assigneeId: 'ppl_novakova',
|
||||
automationId: 'AUT-02',
|
||||
createdAt: minutesAgo(310),
|
||||
updatedAt: minutesAgo(42),
|
||||
},
|
||||
[
|
||||
{
|
||||
kind: 'trigger',
|
||||
connectorId: 'voicebot',
|
||||
operationId: 'call-received',
|
||||
label: 'Příchozí hovor na linku 800 100 200',
|
||||
status: 'ok',
|
||||
response: '{ "callId": "cl_88213", "from": "+420601118224", "durationSec": 96 }',
|
||||
durationMs: 120,
|
||||
agoMinutes: 310,
|
||||
},
|
||||
{
|
||||
kind: 'action',
|
||||
connectorId: 'transcription',
|
||||
operationId: 'transcribe',
|
||||
label: 'Přepis nahrávky',
|
||||
status: 'ok',
|
||||
response:
|
||||
'{ "language": "cs", "confidence": 0.94, "text": "Dobrý den, po šesté hodině to nikdo nebere..." }',
|
||||
durationMs: 4_180,
|
||||
agoMinutes: 309,
|
||||
},
|
||||
{
|
||||
kind: 'action',
|
||||
connectorId: 'ai-text',
|
||||
operationId: 'classify',
|
||||
label: 'Zařazení do kategorie',
|
||||
status: 'ok',
|
||||
response: '{ "category": "porucha", "priority": "high", "confidence": 0.88 }',
|
||||
durationMs: 910,
|
||||
agoMinutes: 309,
|
||||
},
|
||||
{
|
||||
kind: 'action',
|
||||
connectorId: 'raynet',
|
||||
operationId: 'upsert-contact',
|
||||
label: 'Dohledání firmy podle telefonu',
|
||||
status: 'ok',
|
||||
response: '{ "companyId": "crm_1042", "name": "Firma s.r.o.", "matchedBy": "phone" }',
|
||||
durationMs: 640,
|
||||
agoMinutes: 309,
|
||||
},
|
||||
{
|
||||
kind: 'condition',
|
||||
label: 'knownCustomer je splněno',
|
||||
status: 'ok',
|
||||
response: 'true, pokračuje větev ANO',
|
||||
agoMinutes: 309,
|
||||
children: [
|
||||
{
|
||||
kind: 'action',
|
||||
connectorId: 'ticket',
|
||||
operationId: 'create',
|
||||
label: 'Založení ticketu',
|
||||
status: 'ok',
|
||||
response: '{ "ticketId": "TK-4821", "priority": "high" }',
|
||||
durationMs: 85,
|
||||
agoMinutes: 309,
|
||||
},
|
||||
{
|
||||
kind: 'action',
|
||||
connectorId: 'ticket',
|
||||
operationId: 'assign',
|
||||
label: 'Přiřazení řešitele podle služby',
|
||||
status: 'ok',
|
||||
response: '{ "assignee": "Eva Nováková", "rule": "voicebot -> voiceboti" }',
|
||||
durationMs: 40,
|
||||
agoMinutes: 309,
|
||||
},
|
||||
],
|
||||
},
|
||||
{
|
||||
kind: 'action',
|
||||
connectorId: 'microsoft365',
|
||||
operationId: 'post-teams',
|
||||
label: 'Upozornění do Teams',
|
||||
status: 'error',
|
||||
response: 'HTTP 429 Too Many Requests, kanál "Servicedesk" překročil limit, zpráva neodešla',
|
||||
durationMs: 2_400,
|
||||
agoMinutes: 308,
|
||||
},
|
||||
{
|
||||
kind: 'note',
|
||||
label: 'Eva Nováková: Reprodukováno, chyba je v nočním režimu scénáře.',
|
||||
status: 'info',
|
||||
agoMinutes: 42,
|
||||
},
|
||||
],
|
||||
);
|
||||
|
||||
seed(
|
||||
{
|
||||
id: 'TK-4820',
|
||||
subject: 'Přidat pole IČO do synchronizace CRM a fakturace',
|
||||
requester: 'Nordis a.s.',
|
||||
channel: 'email',
|
||||
customer: {
|
||||
id: 'crm_2210',
|
||||
company: 'Nordis a.s.',
|
||||
contact: 'Tomáš Beran',
|
||||
reply: 'tomas.beran@nordis.cz',
|
||||
},
|
||||
status: 'waiting',
|
||||
priority: 'normal',
|
||||
assignee: 'Martin K.',
|
||||
assigneeId: 'ppl_kriz',
|
||||
automationId: 'AUT-03',
|
||||
createdAt: minutesAgo(1_180),
|
||||
updatedAt: minutesAgo(190),
|
||||
},
|
||||
[
|
||||
{
|
||||
kind: 'trigger',
|
||||
connectorId: 'email',
|
||||
operationId: 'received',
|
||||
label: 'Přijat e-mail do schránky podpora@',
|
||||
status: 'ok',
|
||||
response: '{ "from": "tomas.beran@nordis.cz", "subject": "IČO v synchronizaci", "attachments": 0 }',
|
||||
durationMs: 60,
|
||||
agoMinutes: 1_180,
|
||||
},
|
||||
{
|
||||
kind: 'action',
|
||||
connectorId: 'ai-text',
|
||||
operationId: 'extract',
|
||||
label: 'Vytažení údajů z textu',
|
||||
status: 'ok',
|
||||
response: '{ "type": "pozadavek na zmenu", "system": "CRM + iDoklad", "urgent": false }',
|
||||
durationMs: 1_120,
|
||||
agoMinutes: 1_180,
|
||||
},
|
||||
{
|
||||
kind: 'action',
|
||||
connectorId: 'raynet',
|
||||
operationId: 'upsert-contact',
|
||||
label: 'Dohledání firmy podle e-mailu',
|
||||
status: 'ok',
|
||||
response: '{ "companyId": "crm_2210", "name": "Nordis a.s.", "matchedBy": "emailDomain" }',
|
||||
durationMs: 520,
|
||||
agoMinutes: 1_180,
|
||||
},
|
||||
{
|
||||
kind: 'action',
|
||||
connectorId: 'ticket',
|
||||
operationId: 'create',
|
||||
label: 'Založení ticketu',
|
||||
status: 'ok',
|
||||
response: '{ "ticketId": "TK-4820", "priority": "normal" }',
|
||||
durationMs: 74,
|
||||
agoMinutes: 1_179,
|
||||
},
|
||||
{
|
||||
kind: 'action',
|
||||
connectorId: 'email',
|
||||
operationId: 'send',
|
||||
label: 'Potvrzení zadavateli',
|
||||
status: 'ok',
|
||||
response: '{ "messageId": "<a41c@automia.cz>", "to": "tomas.beran@nordis.cz" }',
|
||||
durationMs: 380,
|
||||
agoMinutes: 1_179,
|
||||
},
|
||||
{
|
||||
kind: 'note',
|
||||
label: 'Martin Kříž: Čekáme na potvrzení rozsahu od zákazníka.',
|
||||
status: 'info',
|
||||
agoMinutes: 190,
|
||||
},
|
||||
],
|
||||
);
|
||||
|
||||
seed(
|
||||
{
|
||||
id: 'TK-4819',
|
||||
subject: 'Chybí denní report objednávek v e-mailu',
|
||||
requester: 'Bistro Kolektiv',
|
||||
channel: 'whatsapp',
|
||||
customer: {
|
||||
id: null,
|
||||
company: 'Neznámá firma',
|
||||
contact: 'Bistro Kolektiv',
|
||||
reply: '+420 774 902 331',
|
||||
},
|
||||
status: 'new',
|
||||
priority: 'normal',
|
||||
assignee: null,
|
||||
assigneeId: null,
|
||||
automationId: 'AUT-01',
|
||||
createdAt: minutesAgo(95),
|
||||
updatedAt: minutesAgo(95),
|
||||
},
|
||||
[
|
||||
{
|
||||
kind: 'trigger',
|
||||
connectorId: 'whatsapp',
|
||||
operationId: 'message-received',
|
||||
label: 'Přijata zpráva z WhatsApp',
|
||||
status: 'ok',
|
||||
response:
|
||||
'{ "from": "+420774902331", "profileName": "Bistro Kolektiv", "text": "Dobrý den, už třetí den nechodí ranní report." }',
|
||||
durationMs: 55,
|
||||
agoMinutes: 95,
|
||||
},
|
||||
{
|
||||
kind: 'action',
|
||||
connectorId: 'ai-text',
|
||||
operationId: 'classify',
|
||||
label: 'Zařazení do kategorie',
|
||||
status: 'ok',
|
||||
response: '{ "category": "vypadek reportu", "priority": "normal", "confidence": 0.79 }',
|
||||
durationMs: 870,
|
||||
agoMinutes: 95,
|
||||
},
|
||||
{
|
||||
kind: 'action',
|
||||
connectorId: 'raynet',
|
||||
operationId: 'upsert-contact',
|
||||
label: 'Dohledání firmy podle telefonu',
|
||||
status: 'error',
|
||||
response: '{ "matches": 0, "searchedBy": "phone", "value": "+420774902331" }',
|
||||
durationMs: 610,
|
||||
agoMinutes: 95,
|
||||
},
|
||||
{
|
||||
kind: 'condition',
|
||||
label: 'knownCustomer není splněno',
|
||||
status: 'skipped',
|
||||
response: 'false, pokračuje větev NE',
|
||||
agoMinutes: 95,
|
||||
children: [
|
||||
{
|
||||
kind: 'action',
|
||||
connectorId: 'ticket',
|
||||
operationId: 'create',
|
||||
label: 'Založení ticketu bez napojení na firmu',
|
||||
status: 'ok',
|
||||
response: '{ "ticketId": "TK-4819", "customerId": null }',
|
||||
durationMs: 68,
|
||||
agoMinutes: 95,
|
||||
},
|
||||
{
|
||||
kind: 'action',
|
||||
connectorId: 'raynet',
|
||||
operationId: 'create-lead',
|
||||
label: 'Založení obchodního případu k dohledání',
|
||||
status: 'ok',
|
||||
response: '{ "leadId": "lead_7781", "stage": "k overeni" }',
|
||||
durationMs: 940,
|
||||
agoMinutes: 95,
|
||||
},
|
||||
{
|
||||
kind: 'action',
|
||||
connectorId: 'ticket',
|
||||
operationId: 'assign',
|
||||
label: 'Přiřazení řešitele',
|
||||
status: 'skipped',
|
||||
response: 'Přeskočeno, bez známé firmy nelze určit garanta a ticket zůstal nepřiřazený',
|
||||
agoMinutes: 95,
|
||||
},
|
||||
],
|
||||
},
|
||||
],
|
||||
);
|
||||
|
||||
seed(
|
||||
{
|
||||
id: 'TK-4817',
|
||||
subject: 'Rozšíření hlasového scénáře o objednávku svozu',
|
||||
requester: 'LogiTrans',
|
||||
channel: 'form',
|
||||
customer: {
|
||||
id: 'crm_3390',
|
||||
company: 'LogiTrans',
|
||||
contact: 'Jana Sedláčková',
|
||||
reply: 'jana.sedlackova@logitrans.cz',
|
||||
},
|
||||
status: 'open',
|
||||
priority: 'low',
|
||||
assignee: 'Eva N.',
|
||||
assigneeId: 'ppl_vomacka',
|
||||
automationId: null,
|
||||
createdAt: minutesAgo(2_600),
|
||||
updatedAt: minutesAgo(420),
|
||||
},
|
||||
[
|
||||
{
|
||||
kind: 'trigger',
|
||||
connectorId: 'form',
|
||||
operationId: 'submitted',
|
||||
label: 'Odeslán formulář Požadavek na úpravu',
|
||||
status: 'ok',
|
||||
response: '{ "company": "LogiTrans", "topic": "voicebot", "budget": "do 40 000" }',
|
||||
durationMs: 45,
|
||||
agoMinutes: 2_600,
|
||||
},
|
||||
{
|
||||
kind: 'action',
|
||||
connectorId: 'ticket',
|
||||
operationId: 'create',
|
||||
label: 'Založení ticketu',
|
||||
status: 'ok',
|
||||
response: '{ "ticketId": "TK-4817", "priority": "low" }',
|
||||
durationMs: 71,
|
||||
agoMinutes: 2_600,
|
||||
},
|
||||
{
|
||||
kind: 'note',
|
||||
label: 'Ticket ručně přiřazen na Karla Vomáčku.',
|
||||
status: 'info',
|
||||
agoMinutes: 2_580,
|
||||
},
|
||||
{
|
||||
kind: 'note',
|
||||
label: 'Karel Vomáčka: Odhad odeslán, čeká se na objednávku.',
|
||||
status: 'info',
|
||||
agoMinutes: 420,
|
||||
},
|
||||
],
|
||||
);
|
||||
|
||||
seed(
|
||||
{
|
||||
id: 'TK-4812',
|
||||
subject: 'Duplicitní zápis kontaktů z webového formuláře',
|
||||
requester: 'Firma s.r.o.',
|
||||
channel: 'portal',
|
||||
customer: {
|
||||
id: 'crm_1042',
|
||||
company: 'Firma s.r.o.',
|
||||
contact: 'Petra Klientová',
|
||||
reply: 'petra.klientova@firma.cz',
|
||||
},
|
||||
status: 'resolved',
|
||||
priority: 'critical',
|
||||
assignee: 'Jiří U.',
|
||||
assigneeId: 'ppl_uhlir',
|
||||
automationId: null,
|
||||
createdAt: minutesAgo(5_100),
|
||||
updatedAt: minutesAgo(1_500),
|
||||
},
|
||||
];
|
||||
[
|
||||
{
|
||||
kind: 'trigger',
|
||||
connectorId: 'form',
|
||||
operationId: 'submitted',
|
||||
label: 'Nahlášeno z portálu',
|
||||
status: 'ok',
|
||||
response: '{ "reportedBy": "petra.klientova@firma.cz" }',
|
||||
durationMs: 38,
|
||||
agoMinutes: 5_100,
|
||||
},
|
||||
{
|
||||
kind: 'action',
|
||||
connectorId: 'transform',
|
||||
operationId: 'deduplicate',
|
||||
label: 'Kontrola duplicit v CRM',
|
||||
status: 'ok',
|
||||
response: '{ "scanned": 1284, "duplicates": 37, "key": "email" }',
|
||||
durationMs: 6_700,
|
||||
agoMinutes: 4_900,
|
||||
},
|
||||
{
|
||||
kind: 'note',
|
||||
label: 'Jiří Uhlíř: Do formuláře doplněna kontrola podle e-mailu, duplicity sloučeny.',
|
||||
status: 'info',
|
||||
agoMinutes: 1_500,
|
||||
},
|
||||
],
|
||||
);
|
||||
|
||||
let counter = 4_821;
|
||||
// ------------------------------------------------------------------ prevody
|
||||
|
||||
export function listTickets(): Ticket[] {
|
||||
// Nejdriv nevyrizene, uvnitr od nejnovejsi upravy.
|
||||
return [...tickets].sort((a, b) => {
|
||||
if (a.status === 'resolved' && b.status !== 'resolved') return 1;
|
||||
if (b.status === 'resolved' && a.status !== 'resolved') return -1;
|
||||
return b.updatedAt.localeCompare(a.updatedAt);
|
||||
function toTicket(stored: StoredTicket): Ticket {
|
||||
const { assigneeId, ...rest } = stored;
|
||||
if (!assigneeId) return { ...rest, assignee: null };
|
||||
|
||||
const person = findPerson(assigneeId);
|
||||
if (!person) {
|
||||
// Resitel zmizel ze seznamu - ticket nesmi spadnout, ale chceme o tom vedet.
|
||||
console.warn(`[tickets] ${stored.id}: resitel ${assigneeId} uz neexistuje`);
|
||||
return { ...rest, assignee: null };
|
||||
}
|
||||
return { ...rest, assignee: { id: person.id, name: person.name } };
|
||||
}
|
||||
|
||||
// -------------------------------------------------------------------- dotazy
|
||||
|
||||
export interface TicketFilter {
|
||||
/** ID resitele, nebo 'unassigned' pro nepridelene. */
|
||||
assignee?: string;
|
||||
status?: TicketStatus;
|
||||
channel?: TicketChannel;
|
||||
}
|
||||
|
||||
export function listTickets(filter: TicketFilter = {}): Ticket[] {
|
||||
const selected = tickets.filter((ticket) => {
|
||||
if (filter.status && ticket.status !== filter.status) return false;
|
||||
if (filter.channel && ticket.channel !== filter.channel) return false;
|
||||
if (filter.assignee === 'unassigned') return ticket.assigneeId === null;
|
||||
if (filter.assignee && ticket.assigneeId !== filter.assignee) return false;
|
||||
return true;
|
||||
});
|
||||
|
||||
// Nejdriv nevyrizene, uvnitr od nejnovejsi upravy.
|
||||
return selected
|
||||
.sort((a, b) => {
|
||||
if (a.status === 'resolved' && b.status !== 'resolved') return 1;
|
||||
if (b.status === 'resolved' && a.status !== 'resolved') return -1;
|
||||
return b.updatedAt.localeCompare(a.updatedAt);
|
||||
})
|
||||
.map(toTicket);
|
||||
}
|
||||
|
||||
export function getTicket(id: string): Ticket | undefined {
|
||||
return tickets.find((t) => t.id === id);
|
||||
export function getTicket(id: string): TicketDetail | undefined {
|
||||
const stored = tickets.find((t) => t.id === id);
|
||||
if (!stored) return undefined;
|
||||
return { ...toTicket(stored), trace: traces.get(id) ?? [] };
|
||||
}
|
||||
|
||||
export function createTicket(input: {
|
||||
/** Prvni nevyrizeny ticket - pouziva simulace, kdyz uzivatel neurci ktery. */
|
||||
export function firstOpenTicket(): Ticket | undefined {
|
||||
const stored = tickets.find((t) => t.status !== 'resolved');
|
||||
return stored ? toTicket(stored) : undefined;
|
||||
}
|
||||
|
||||
/**
|
||||
* Kdo co ma u sebe. Prehled pres cely tym, ne jen pres prihlaseneho cloveka -
|
||||
* bez nej nejde poznat, ze jeden clovek utahuje polovinu servicedesku.
|
||||
*/
|
||||
export interface WorkloadRow {
|
||||
person: Person;
|
||||
/** Nevyresene tickety. Tohle je to cislo, na ktere se lidi divaji. */
|
||||
open: number;
|
||||
/** Vcetne vyresenych, aby bylo videt, kolik uz ma za sebou. */
|
||||
total: number;
|
||||
critical: number;
|
||||
/** Nejstarsi nevyreseny ticket. null = nic nevisi. */
|
||||
oldestOpenAt: string | null;
|
||||
/** true = ma vic nevyrizenych, nez je jeho kapacita. */
|
||||
overloaded: boolean;
|
||||
}
|
||||
|
||||
export interface Workload {
|
||||
rows: WorkloadRow[];
|
||||
unassigned: number;
|
||||
openTotal: number;
|
||||
}
|
||||
|
||||
export function getWorkload(everyone: Person[]): Workload {
|
||||
const rows = everyone.map((person) => {
|
||||
const mine = tickets.filter((t) => t.assigneeId === person.id);
|
||||
const open = mine.filter((t) => t.status !== 'resolved');
|
||||
const oldest = open.reduce<string | null>(
|
||||
(acc, t) => (acc === null || t.createdAt < acc ? t.createdAt : acc),
|
||||
null,
|
||||
);
|
||||
|
||||
return {
|
||||
person,
|
||||
open: open.length,
|
||||
total: mine.length,
|
||||
critical: open.filter((t) => t.priority === 'critical').length,
|
||||
oldestOpenAt: oldest,
|
||||
overloaded: open.length > person.capacity,
|
||||
};
|
||||
});
|
||||
|
||||
// Nejvytizenejsi nahoru - prehled ma odpovedet na "kdo toho ma nejvic".
|
||||
rows.sort((a, b) => b.open - a.open || a.person.name.localeCompare(b.person.name, 'cs'));
|
||||
|
||||
return {
|
||||
rows,
|
||||
unassigned: tickets.filter((t) => t.assigneeId === null && t.status !== 'resolved').length,
|
||||
openTotal: tickets.filter((t) => t.status !== 'resolved').length,
|
||||
};
|
||||
}
|
||||
|
||||
// --------------------------------------------------------------------- zmeny
|
||||
|
||||
export interface CreateTicketInput {
|
||||
subject: string;
|
||||
requester: string;
|
||||
channel: TicketChannel;
|
||||
customer: TicketCustomer;
|
||||
priority: TicketPriority;
|
||||
}): Ticket {
|
||||
counter += 1;
|
||||
assigneeId?: string | null;
|
||||
automationId?: string | null;
|
||||
/** Log toho, jak ticket vznikl. Bez nej je ticket nedohledatelny. */
|
||||
trace?: TraceInput[];
|
||||
}
|
||||
|
||||
export function createTicket(input: CreateTicketInput): Ticket {
|
||||
ticketCounter += 1;
|
||||
const now = new Date().toISOString();
|
||||
const ticket: Ticket = {
|
||||
id: `TK-${counter}`,
|
||||
|
||||
// Neexistujiciho resitele radeji zahodime, nez abychom ulozili mrtvy odkaz.
|
||||
let assigneeId = input.assigneeId ?? null;
|
||||
if (assigneeId && !findPerson(assigneeId)) {
|
||||
console.warn(`[tickets] neznamy resitel ${assigneeId}, ticket zustava neprirazeny`);
|
||||
assigneeId = null;
|
||||
}
|
||||
|
||||
const stored: StoredTicket = {
|
||||
id: `TK-${ticketCounter}`,
|
||||
subject: input.subject,
|
||||
requester: input.requester,
|
||||
channel: input.channel,
|
||||
customer: input.customer,
|
||||
status: 'new',
|
||||
priority: input.priority,
|
||||
assignee: null,
|
||||
assigneeId,
|
||||
automationId: input.automationId ?? null,
|
||||
createdAt: now,
|
||||
updatedAt: now,
|
||||
};
|
||||
tickets.unshift(ticket);
|
||||
tickets.unshift(stored);
|
||||
traces.set(stored.id, flattenTrace(input.trace ?? [], null, []));
|
||||
|
||||
publish('ticket.created', `Nový ticket ${ticket.id}: ${ticket.subject}`, {
|
||||
ticketId: ticket.id,
|
||||
priority: ticket.priority,
|
||||
publish('ticket.created', `Nový ticket ${stored.id}: ${stored.subject}`, {
|
||||
ticketId: stored.id,
|
||||
channel: stored.channel,
|
||||
priority: stored.priority,
|
||||
knownCustomer: stored.customer.id !== null,
|
||||
});
|
||||
return ticket;
|
||||
return toTicket(stored);
|
||||
}
|
||||
|
||||
export function updateTicketStatus(id: string, status: TicketStatus): Ticket | undefined {
|
||||
@@ -126,9 +716,18 @@ export function updateTicketStatus(id: string, status: TicketStatus): Ticket | u
|
||||
return undefined;
|
||||
}
|
||||
|
||||
const previous = ticket.status;
|
||||
ticket.status = status;
|
||||
ticket.updatedAt = new Date().toISOString();
|
||||
|
||||
appendTrace(id, [
|
||||
{
|
||||
kind: 'note',
|
||||
label: `Stav změněn z „${previous}" na „${status}".`,
|
||||
status: 'info',
|
||||
},
|
||||
]);
|
||||
|
||||
if (status === 'resolved') {
|
||||
publish('ticket.resolved', `Ticket ${ticket.id} vyřešen: ${ticket.subject}`, {
|
||||
ticketId: ticket.id,
|
||||
@@ -139,10 +738,55 @@ export function updateTicketStatus(id: string, status: TicketStatus): Ticket | u
|
||||
status,
|
||||
});
|
||||
}
|
||||
return ticket;
|
||||
return toTicket(ticket);
|
||||
}
|
||||
|
||||
/** Prvni nevyrizeny ticket - pouziva simulace, kdyz uzivatel neurci ktery. */
|
||||
export function firstOpenTicket(): Ticket | undefined {
|
||||
return tickets.find((t) => t.status !== 'resolved');
|
||||
/** Prirazeni resitele. `null` ticket vrati zpatky do fronty. */
|
||||
export function assignTicket(id: string, assigneeId: string | null): Ticket | undefined {
|
||||
const ticket = tickets.find((t) => t.id === id);
|
||||
if (!ticket) {
|
||||
console.warn(`[tickets] prirazeni neexistujiciho ticketu: ${id}`);
|
||||
return undefined;
|
||||
}
|
||||
|
||||
const person = assigneeId ? findPerson(assigneeId) : null;
|
||||
if (assigneeId && !person) {
|
||||
console.warn(`[tickets] ${id}: prirazeni na neznameho resitele ${assigneeId}`);
|
||||
return undefined;
|
||||
}
|
||||
|
||||
ticket.assigneeId = person?.id ?? null;
|
||||
ticket.updatedAt = new Date().toISOString();
|
||||
|
||||
appendTrace(id, [
|
||||
{
|
||||
kind: 'note',
|
||||
label: person ? `Ticket přiřazen: ${person.name}.` : 'Ticket vrácen do fronty.',
|
||||
status: 'info',
|
||||
},
|
||||
]);
|
||||
|
||||
publish(
|
||||
'ticket.assigned',
|
||||
person
|
||||
? `Ticket ${ticket.id} přiřazen: ${person.name}`
|
||||
: `Ticket ${ticket.id} vrácen do fronty`,
|
||||
{ ticketId: ticket.id, assigneeId: ticket.assigneeId },
|
||||
);
|
||||
return toTicket(ticket);
|
||||
}
|
||||
|
||||
/** Komentar je jen dalsi radek logu - at je vsechno na jedne casove ose. */
|
||||
export function addComment(id: string, author: string, text: string): Ticket | undefined {
|
||||
const ticket = tickets.find((t) => t.id === id);
|
||||
if (!ticket) {
|
||||
console.warn(`[tickets] komentar k neexistujicimu ticketu: ${id}`);
|
||||
return undefined;
|
||||
}
|
||||
|
||||
ticket.updatedAt = new Date().toISOString();
|
||||
appendTrace(id, [{ kind: 'note', label: `${author}: ${text}`, status: 'info' }]);
|
||||
|
||||
publish('ticket.updated', `Nový komentář u ticketu ${ticket.id}`, { ticketId: ticket.id });
|
||||
return toTicket(ticket);
|
||||
}
|
||||
|
||||
@@ -12,6 +12,7 @@ import { randomUUID } from 'node:crypto';
|
||||
export type DashboardEventType =
|
||||
| 'ticket.created'
|
||||
| 'ticket.updated'
|
||||
| 'ticket.assigned'
|
||||
| 'ticket.resolved'
|
||||
| 'incident.started'
|
||||
| 'incident.updated'
|
||||
|
||||
+312
-4
@@ -24,6 +24,7 @@ export function buildOpenApiDocument() {
|
||||
{ name: 'Provoz', description: 'Health a zakladni informace' },
|
||||
{ name: 'Autentizace', description: 'Prihlaseni do portalu' },
|
||||
{ name: 'Dashboard', description: 'Data klientskeho portalu' },
|
||||
{ name: 'Tickety', description: 'Pozadavky, jejich resitele a log prubehu' },
|
||||
{ name: 'Automatizace', description: 'Sprava automatizaci a stromu akci' },
|
||||
{ name: 'Simulace', description: 'Vyvolani provoznich udalosti pro nahled' },
|
||||
{ name: 'Webhook', description: 'Verejny prijem dat do automatizace' },
|
||||
@@ -71,19 +72,130 @@ export function buildOpenApiDocument() {
|
||||
user: { $ref: '#/components/schemas/User' },
|
||||
},
|
||||
},
|
||||
Person: {
|
||||
type: 'object',
|
||||
description: 'Resitel ticketu. Nemusi mit ucet v portalu, spojka je e-mail.',
|
||||
properties: {
|
||||
id: { type: 'string', example: 'ppl_vomacka' },
|
||||
name: { type: 'string', example: 'Karel Vomacka' },
|
||||
email: { type: 'string', format: 'email' },
|
||||
role: { type: 'string', example: 'Servicedesk' },
|
||||
capacity: {
|
||||
type: 'integer',
|
||||
description: 'Kolik nevyrizenych ticketu je pro nej jeste zdrava zatez.',
|
||||
},
|
||||
},
|
||||
},
|
||||
TicketCustomer: {
|
||||
type: 'object',
|
||||
properties: {
|
||||
id: {
|
||||
type: 'string',
|
||||
nullable: true,
|
||||
description: 'ID firmy v CRM. null = zakaznika se nepodarilo dohledat.',
|
||||
example: 'crm_1042',
|
||||
},
|
||||
company: { type: 'string', example: 'Firma s.r.o.' },
|
||||
contact: { type: 'string', example: 'Petra Klientova' },
|
||||
reply: {
|
||||
type: 'string',
|
||||
description: 'Adresa nebo cislo, odkud pozadavek prisel a kam se odpovida.',
|
||||
},
|
||||
},
|
||||
},
|
||||
Ticket: {
|
||||
type: 'object',
|
||||
properties: {
|
||||
id: { type: 'string', example: 'TK-4821' },
|
||||
subject: { type: 'string' },
|
||||
requester: { type: 'string' },
|
||||
channel: {
|
||||
type: 'string',
|
||||
enum: ['whatsapp', 'email', 'voice', 'form', 'portal'],
|
||||
description: 'Odkud pozadavek prisel.',
|
||||
},
|
||||
customer: { $ref: '#/components/schemas/TicketCustomer' },
|
||||
status: { type: 'string', enum: ['new', 'open', 'waiting', 'resolved'] },
|
||||
priority: { type: 'string', enum: ['low', 'normal', 'high', 'critical'] },
|
||||
assignee: { type: 'string', nullable: true },
|
||||
assignee: {
|
||||
type: 'object',
|
||||
nullable: true,
|
||||
description: 'Kdo ma ticket u sebe. null = ceka ve fronte.',
|
||||
properties: {
|
||||
id: { type: 'string', example: 'ppl_vomacka' },
|
||||
name: { type: 'string', example: 'Karel Vomacka' },
|
||||
},
|
||||
},
|
||||
automationId: {
|
||||
type: 'string',
|
||||
nullable: true,
|
||||
description: 'Automatizace, ktera ticket zalozila. null = zalozeno rucne.',
|
||||
},
|
||||
createdAt: { type: 'string', format: 'date-time' },
|
||||
updatedAt: { type: 'string', format: 'date-time' },
|
||||
},
|
||||
},
|
||||
TicketTraceEntry: {
|
||||
type: 'object',
|
||||
description:
|
||||
'Jeden radek logu ticketu. Strom se sklada pres parentId - vetev podminky ' +
|
||||
'visi na zaznamu te podminky.',
|
||||
properties: {
|
||||
id: { type: 'string', example: 'tr_12' },
|
||||
parentId: {
|
||||
type: 'string',
|
||||
nullable: true,
|
||||
description: 'null = zaznam v hlavni sekvenci.',
|
||||
},
|
||||
kind: { type: 'string', enum: ['trigger', 'action', 'condition', 'note'] },
|
||||
connectorId: { type: 'string', nullable: true, example: 'raynet' },
|
||||
operationId: { type: 'string', nullable: true, example: 'upsert-contact' },
|
||||
label: { type: 'string' },
|
||||
status: { type: 'string', enum: ['ok', 'error', 'skipped', 'info'] },
|
||||
response: {
|
||||
type: 'string',
|
||||
nullable: true,
|
||||
description: 'Co sluzba vratila. Kvuli tomuhle log existuje.',
|
||||
},
|
||||
durationMs: { type: 'integer', nullable: true },
|
||||
at: { type: 'string', format: 'date-time' },
|
||||
},
|
||||
},
|
||||
TicketDetail: {
|
||||
allOf: [
|
||||
{ $ref: '#/components/schemas/Ticket' },
|
||||
{
|
||||
type: 'object',
|
||||
properties: {
|
||||
trace: {
|
||||
type: 'array',
|
||||
items: { $ref: '#/components/schemas/TicketTraceEntry' },
|
||||
},
|
||||
},
|
||||
},
|
||||
],
|
||||
},
|
||||
Workload: {
|
||||
type: 'object',
|
||||
description: 'Prehled nad firmou - kdo ma kolik ticketu u sebe.',
|
||||
properties: {
|
||||
rows: {
|
||||
type: 'array',
|
||||
items: {
|
||||
type: 'object',
|
||||
properties: {
|
||||
person: { $ref: '#/components/schemas/Person' },
|
||||
open: { type: 'integer', description: 'Nevyresene tickety.' },
|
||||
total: { type: 'integer' },
|
||||
critical: { type: 'integer' },
|
||||
oldestOpenAt: { type: 'string', format: 'date-time', nullable: true },
|
||||
overloaded: { type: 'boolean' },
|
||||
},
|
||||
},
|
||||
},
|
||||
unassigned: { type: 'integer', description: 'Nevyresene tickety bez resitele.' },
|
||||
openTotal: { type: 'integer' },
|
||||
},
|
||||
},
|
||||
Incident: {
|
||||
type: 'object',
|
||||
properties: {
|
||||
@@ -288,11 +400,58 @@ export function buildOpenApiDocument() {
|
||||
responses: { '200': { description: 'Souhrnne metriky a casova rada' } },
|
||||
},
|
||||
},
|
||||
'/api/dashboard/people': {
|
||||
get: {
|
||||
tags: ['Tickety'],
|
||||
summary: 'Seznam resitelu',
|
||||
description:
|
||||
'Lide, na ktere jde ticket priradit. `meId` je resitel odpovidajici ' +
|
||||
'prihlasenemu uzivateli, nebo null, pokud zadny neni.',
|
||||
security: [{ bearerAuth: [] }],
|
||||
responses: {
|
||||
'200': {
|
||||
description: 'Resitele',
|
||||
content: {
|
||||
'application/json': {
|
||||
schema: {
|
||||
type: 'object',
|
||||
properties: {
|
||||
items: { type: 'array', items: { $ref: '#/components/schemas/Person' } },
|
||||
meId: { type: 'string', nullable: true },
|
||||
},
|
||||
},
|
||||
},
|
||||
},
|
||||
},
|
||||
},
|
||||
},
|
||||
},
|
||||
'/api/dashboard/tickets': {
|
||||
get: {
|
||||
tags: ['Dashboard'],
|
||||
tags: ['Tickety'],
|
||||
summary: 'Seznam ticketu',
|
||||
description: 'Neznama hodnota filtru se ignoruje a zaloguje, seznam se nezuzi.',
|
||||
security: [{ bearerAuth: [] }],
|
||||
parameters: [
|
||||
{
|
||||
name: 'assignee',
|
||||
in: 'query',
|
||||
schema: { type: 'string' },
|
||||
description:
|
||||
'ID resitele, `me` pro prihlaseneho uzivatele, nebo `unassigned` pro frontu.',
|
||||
example: 'me',
|
||||
},
|
||||
{
|
||||
name: 'status',
|
||||
in: 'query',
|
||||
schema: { type: 'string', enum: ['new', 'open', 'waiting', 'resolved'] },
|
||||
},
|
||||
{
|
||||
name: 'channel',
|
||||
in: 'query',
|
||||
schema: { type: 'string', enum: ['whatsapp', 'email', 'voice', 'form', 'portal'] },
|
||||
},
|
||||
],
|
||||
responses: {
|
||||
'200': {
|
||||
description: 'Tickety',
|
||||
@@ -302,6 +461,7 @@ export function buildOpenApiDocument() {
|
||||
type: 'object',
|
||||
properties: {
|
||||
items: { type: 'array', items: { $ref: '#/components/schemas/Ticket' } },
|
||||
meId: { type: 'string', nullable: true },
|
||||
},
|
||||
},
|
||||
},
|
||||
@@ -310,6 +470,144 @@ export function buildOpenApiDocument() {
|
||||
},
|
||||
},
|
||||
},
|
||||
'/api/dashboard/tickets/workload': {
|
||||
get: {
|
||||
tags: ['Tickety'],
|
||||
summary: 'Kdo co ma u sebe',
|
||||
description: 'Prehled zateze pres cely tym vcetne poctu ticketu ve fronte.',
|
||||
security: [{ bearerAuth: [] }],
|
||||
responses: {
|
||||
'200': {
|
||||
description: 'Vytizeni resitelu',
|
||||
content: {
|
||||
'application/json': { schema: { $ref: '#/components/schemas/Workload' } },
|
||||
},
|
||||
},
|
||||
},
|
||||
},
|
||||
},
|
||||
'/api/dashboard/tickets/{id}': {
|
||||
get: {
|
||||
tags: ['Tickety'],
|
||||
summary: 'Detail ticketu vcetne logu',
|
||||
description: 'Log obsahuje i to, co ktera volana sluzba vratila.',
|
||||
security: [{ bearerAuth: [] }],
|
||||
parameters: [
|
||||
{
|
||||
name: 'id',
|
||||
in: 'path',
|
||||
required: true,
|
||||
schema: { type: 'string' },
|
||||
example: 'TK-4821',
|
||||
},
|
||||
],
|
||||
responses: {
|
||||
'200': {
|
||||
description: 'Detail',
|
||||
content: {
|
||||
'application/json': { schema: { $ref: '#/components/schemas/TicketDetail' } },
|
||||
},
|
||||
},
|
||||
'404': { description: 'Neexistuje' },
|
||||
},
|
||||
},
|
||||
},
|
||||
'/api/dashboard/tickets/{id}/assign': {
|
||||
post: {
|
||||
tags: ['Tickety'],
|
||||
summary: 'Priradit resitele',
|
||||
description: 'Poslete null pro vraceni ticketu do fronty.',
|
||||
security: [{ bearerAuth: [] }],
|
||||
parameters: [{ name: 'id', in: 'path', required: true, schema: { type: 'string' } }],
|
||||
requestBody: {
|
||||
required: true,
|
||||
content: {
|
||||
'application/json': {
|
||||
schema: {
|
||||
type: 'object',
|
||||
required: ['assigneeId'],
|
||||
properties: {
|
||||
assigneeId: { type: 'string', nullable: true, example: 'ppl_vomacka' },
|
||||
},
|
||||
},
|
||||
},
|
||||
},
|
||||
},
|
||||
responses: {
|
||||
'200': {
|
||||
description: 'Prirazeno',
|
||||
content: {
|
||||
'application/json': { schema: { $ref: '#/components/schemas/Ticket' } },
|
||||
},
|
||||
},
|
||||
'400': { description: 'Chybi assigneeId' },
|
||||
'404': { description: 'Ticket nebo resitel neexistuje' },
|
||||
},
|
||||
},
|
||||
},
|
||||
'/api/dashboard/tickets/{id}/status': {
|
||||
post: {
|
||||
tags: ['Tickety'],
|
||||
summary: 'Zmenit stav ticketu',
|
||||
security: [{ bearerAuth: [] }],
|
||||
parameters: [{ name: 'id', in: 'path', required: true, schema: { type: 'string' } }],
|
||||
requestBody: {
|
||||
required: true,
|
||||
content: {
|
||||
'application/json': {
|
||||
schema: {
|
||||
type: 'object',
|
||||
required: ['status'],
|
||||
properties: {
|
||||
status: { type: 'string', enum: ['new', 'open', 'waiting', 'resolved'] },
|
||||
},
|
||||
},
|
||||
},
|
||||
},
|
||||
},
|
||||
responses: {
|
||||
'200': {
|
||||
description: 'Zmeneno',
|
||||
content: {
|
||||
'application/json': { schema: { $ref: '#/components/schemas/Ticket' } },
|
||||
},
|
||||
},
|
||||
'400': { description: 'Neplatny stav' },
|
||||
'404': { description: 'Neexistuje' },
|
||||
},
|
||||
},
|
||||
},
|
||||
'/api/dashboard/tickets/{id}/comment': {
|
||||
post: {
|
||||
tags: ['Tickety'],
|
||||
summary: 'Pridat komentar',
|
||||
description: 'Komentar je dalsi radek logu, aby bylo vse na jedne casove ose.',
|
||||
security: [{ bearerAuth: [] }],
|
||||
parameters: [{ name: 'id', in: 'path', required: true, schema: { type: 'string' } }],
|
||||
requestBody: {
|
||||
required: true,
|
||||
content: {
|
||||
'application/json': {
|
||||
schema: {
|
||||
type: 'object',
|
||||
required: ['text'],
|
||||
properties: { text: { type: 'string', minLength: 2 } },
|
||||
},
|
||||
},
|
||||
},
|
||||
},
|
||||
responses: {
|
||||
'200': {
|
||||
description: 'Zapsano',
|
||||
content: {
|
||||
'application/json': { schema: { $ref: '#/components/schemas/Ticket' } },
|
||||
},
|
||||
},
|
||||
'400': { description: 'Prazdny komentar' },
|
||||
'404': { description: 'Neexistuje' },
|
||||
},
|
||||
},
|
||||
},
|
||||
'/api/dashboard/incidents': {
|
||||
get: {
|
||||
tags: ['Dashboard'],
|
||||
@@ -502,7 +800,17 @@ export function buildOpenApiDocument() {
|
||||
],
|
||||
},
|
||||
subject: { type: 'string' },
|
||||
requester: { type: 'string' },
|
||||
channel: {
|
||||
type: 'string',
|
||||
enum: ['whatsapp', 'email', 'voice', 'form', 'portal'],
|
||||
description: 'Odkud pozadavek prisel. Podle toho se poskladá i log ticketu.',
|
||||
},
|
||||
contact: { type: 'string' },
|
||||
knownCustomer: {
|
||||
type: 'boolean',
|
||||
description:
|
||||
'false = CRM firmu nedohleda, ticket zustane bez zakaznika i bez resitele.',
|
||||
},
|
||||
priority: { type: 'string', enum: ['low', 'normal', 'high', 'critical'] },
|
||||
ticketId: { type: 'string' },
|
||||
title: { type: 'string' },
|
||||
|
||||
+159
-9
@@ -11,10 +11,26 @@ import {
|
||||
type FlowStep,
|
||||
} from '../data/automationStore.js';
|
||||
import { operatorAllowedForType, operatorsByType } from '../data/conditions.js';
|
||||
import { connectorCategories, connectors, findOperation } from '../data/connectors.js';
|
||||
import {
|
||||
connectorCategories,
|
||||
connectors,
|
||||
findOperation,
|
||||
providedFieldsFor,
|
||||
} from '../data/connectors.js';
|
||||
import { listIncidents } from '../data/incidentStore.js';
|
||||
import { getSummary } from '../data/mock.js';
|
||||
import { listTickets } from '../data/ticketStore.js';
|
||||
import { findPersonByEmail, listPeople } from '../data/people.js';
|
||||
import {
|
||||
addComment,
|
||||
assignTicket,
|
||||
getTicket,
|
||||
getWorkload,
|
||||
listTickets,
|
||||
updateTicketStatus,
|
||||
type TicketChannel,
|
||||
type TicketFilter,
|
||||
type TicketStatus,
|
||||
} from '../data/ticketStore.js';
|
||||
import { requireAuth } from '../middleware/auth.js';
|
||||
import { streamRouter } from './stream.js';
|
||||
|
||||
@@ -27,14 +43,132 @@ dashboardRouter.get('/summary', (_req, res) => {
|
||||
res.json(getSummary());
|
||||
});
|
||||
|
||||
dashboardRouter.get('/tickets', (_req, res) => {
|
||||
res.json({ items: listTickets() });
|
||||
});
|
||||
|
||||
dashboardRouter.get('/incidents', (_req, res) => {
|
||||
res.json({ items: listIncidents() });
|
||||
});
|
||||
|
||||
// ------------------------------------------------------------------- tickety
|
||||
|
||||
/** Resitele. Klient je potrebuje do nabidky prirazeni i do prehledu firmy. */
|
||||
dashboardRouter.get('/people', (req, res) => {
|
||||
const me = req.user ? findPersonByEmail(req.user.email) : undefined;
|
||||
res.json({ items: listPeople(), meId: me?.id ?? null });
|
||||
});
|
||||
|
||||
const ticketStatuses: TicketStatus[] = ['new', 'open', 'waiting', 'resolved'];
|
||||
const ticketChannels: TicketChannel[] = ['whatsapp', 'email', 'voice', 'form', 'portal'];
|
||||
|
||||
/**
|
||||
* Filtr ze query parametru. Nesmyslnou hodnotu zahodime a zalogujeme -
|
||||
* je lepsi ukazat vic ticketu nez prazdny seznam bez vysvetleni.
|
||||
*/
|
||||
function ticketFilterFrom(query: Record<string, unknown>, myPersonId: string | null): TicketFilter {
|
||||
const filter: TicketFilter = {};
|
||||
|
||||
const assignee = typeof query.assignee === 'string' ? query.assignee : undefined;
|
||||
if (assignee === 'me') {
|
||||
// Prihlaseny uzivatel nemusi byt resitel - pak nema smysl nic vracet.
|
||||
filter.assignee = myPersonId ?? '__nikdo__';
|
||||
} else if (assignee) {
|
||||
filter.assignee = assignee;
|
||||
}
|
||||
|
||||
const status = typeof query.status === 'string' ? query.status : undefined;
|
||||
if (status) {
|
||||
if (ticketStatuses.includes(status as TicketStatus)) filter.status = status as TicketStatus;
|
||||
else console.warn(`[tickets] neznamy stav ve filtru: ${status}`);
|
||||
}
|
||||
|
||||
const channel = typeof query.channel === 'string' ? query.channel : undefined;
|
||||
if (channel) {
|
||||
if (ticketChannels.includes(channel as TicketChannel)) filter.channel = channel as TicketChannel;
|
||||
else console.warn(`[tickets] neznamy kanal ve filtru: ${channel}`);
|
||||
}
|
||||
|
||||
return filter;
|
||||
}
|
||||
|
||||
dashboardRouter.get('/tickets', (req, res) => {
|
||||
const me = req.user ? findPersonByEmail(req.user.email) : undefined;
|
||||
const filter = ticketFilterFrom(req.query as Record<string, unknown>, me?.id ?? null);
|
||||
res.json({ items: listTickets(filter), meId: me?.id ?? null });
|
||||
});
|
||||
|
||||
/** Kdo co ma u sebe. MUSI byt pred /tickets/:id, jinak by to spadlo na detail. */
|
||||
dashboardRouter.get('/tickets/workload', (_req, res) => {
|
||||
res.json(getWorkload(listPeople()));
|
||||
});
|
||||
|
||||
dashboardRouter.get('/tickets/:id', (req, res) => {
|
||||
const ticket = getTicket(req.params.id);
|
||||
if (!ticket) {
|
||||
return res.status(404).json({ error: 'not_found', message: 'Ticket neexistuje.' });
|
||||
}
|
||||
return res.json(ticket);
|
||||
});
|
||||
|
||||
const assignSchema = z.object({
|
||||
/** null = vratit do fronty. */
|
||||
assigneeId: z.string().min(1).nullable(),
|
||||
});
|
||||
|
||||
dashboardRouter.post('/tickets/:id/assign', (req, res) => {
|
||||
const parsed = assignSchema.safeParse(req.body);
|
||||
if (!parsed.success) {
|
||||
return res.status(400).json({
|
||||
error: 'validation_error',
|
||||
message: 'Chybí ID řešitele, nebo poslete null pro vrácení do fronty.',
|
||||
});
|
||||
}
|
||||
|
||||
const ticket = assignTicket(req.params.id, parsed.data.assigneeId);
|
||||
if (!ticket) {
|
||||
return res.status(404).json({
|
||||
error: 'not_found',
|
||||
message: 'Ticket nebo řešitel neexistuje.',
|
||||
});
|
||||
}
|
||||
return res.json(ticket);
|
||||
});
|
||||
|
||||
const statusSchema = z.object({
|
||||
status: z.enum(['new', 'open', 'waiting', 'resolved']),
|
||||
});
|
||||
|
||||
dashboardRouter.post('/tickets/:id/status', (req, res) => {
|
||||
const parsed = statusSchema.safeParse(req.body);
|
||||
if (!parsed.success) {
|
||||
return res.status(400).json({ error: 'validation_error', message: 'Neplatný stav ticketu.' });
|
||||
}
|
||||
|
||||
const ticket = updateTicketStatus(req.params.id, parsed.data.status);
|
||||
if (!ticket) {
|
||||
return res.status(404).json({ error: 'not_found', message: 'Ticket neexistuje.' });
|
||||
}
|
||||
return res.json(ticket);
|
||||
});
|
||||
|
||||
const commentSchema = z.object({
|
||||
text: z.string().trim().min(2, 'Komentář musí mít alespoň 2 znaky.'),
|
||||
});
|
||||
|
||||
dashboardRouter.post('/tickets/:id/comment', (req, res) => {
|
||||
const parsed = commentSchema.safeParse(req.body);
|
||||
if (!parsed.success) {
|
||||
return res.status(400).json({
|
||||
error: 'validation_error',
|
||||
message: parsed.error.issues[0]?.message ?? 'Neplatný komentář.',
|
||||
});
|
||||
}
|
||||
|
||||
const author = req.user?.name ?? 'Portál';
|
||||
const ticket = addComment(req.params.id, author, parsed.data.text);
|
||||
if (!ticket) {
|
||||
return res.status(404).json({ error: 'not_found', message: 'Ticket neexistuje.' });
|
||||
}
|
||||
return res.json(ticket);
|
||||
});
|
||||
|
||||
// Zivy stream zmen. Musi byt pred obecnymi cestami, aby ho nic neprebilo.
|
||||
dashboardRouter.use('/stream', streamRouter);
|
||||
|
||||
@@ -125,6 +259,20 @@ const updateSchema = z.object({
|
||||
flow: flowSchema.optional(),
|
||||
});
|
||||
|
||||
/**
|
||||
* Spoustec, ktery si data urcuje sam (e-mail, WhatsApp, ticket), nesmi mit
|
||||
* parametry od klienta. Dosadime katalogovou verzi, a to jeste PRED validaci -
|
||||
* jinak by podminky odkazujici na katalogova ID vypadaly jako rozbite.
|
||||
*/
|
||||
function normalizeTriggerFields(flow: z.infer<typeof flowSchema>): z.infer<typeof flowSchema> {
|
||||
if (!flow.trigger) return flow;
|
||||
|
||||
const provided = providedFieldsFor(flow.trigger.connectorId, flow.trigger.operationId);
|
||||
if (!provided) return flow;
|
||||
|
||||
return { ...flow, trigger: { ...flow.trigger, fields: provided.map((field) => ({ ...field })) } };
|
||||
}
|
||||
|
||||
/**
|
||||
* Overi, ze kazdy krok odkazuje na existujici konektor a operaci.
|
||||
* Vraci seznam problemu - prazdny znamena, ze je strom v poradku.
|
||||
@@ -212,8 +360,10 @@ dashboardRouter.put('/automations/:id', (req, res) => {
|
||||
});
|
||||
}
|
||||
|
||||
if (parsed.data.flow) {
|
||||
const problems = validateFlowReferences(parsed.data.flow);
|
||||
const flow = parsed.data.flow ? normalizeTriggerFields(parsed.data.flow) : undefined;
|
||||
|
||||
if (flow) {
|
||||
const problems = validateFlowReferences(flow);
|
||||
if (problems.length > 0) {
|
||||
console.warn(`[automations] ${req.params.id}: neplatny strom - ${problems.join(' ')}`);
|
||||
return res.status(400).json({
|
||||
@@ -224,7 +374,7 @@ dashboardRouter.put('/automations/:id', (req, res) => {
|
||||
}
|
||||
}
|
||||
|
||||
const updated = updateAutomation(req.params.id, parsed.data);
|
||||
const updated = updateAutomation(req.params.id, { ...parsed.data, flow });
|
||||
if (!updated) {
|
||||
return res.status(404).json({ error: 'not_found', message: 'Automatizace neexistuje.' });
|
||||
}
|
||||
|
||||
+252
-11
@@ -6,7 +6,14 @@ import {
|
||||
firstActiveIncident,
|
||||
updateIncidentStatus,
|
||||
} from '../data/incidentStore.js';
|
||||
import { createTicket, firstOpenTicket, updateTicketStatus } from '../data/ticketStore.js';
|
||||
import {
|
||||
createTicket,
|
||||
firstOpenTicket,
|
||||
updateTicketStatus,
|
||||
type TicketChannel,
|
||||
type TicketPriority,
|
||||
type TraceInput,
|
||||
} from '../data/ticketStore.js';
|
||||
import { requireAuth } from '../middleware/auth.js';
|
||||
|
||||
export const simulateRouter = Router();
|
||||
@@ -22,9 +29,13 @@ simulateRouter.use(requireAuth);
|
||||
const schema = z.discriminatedUnion('action', [
|
||||
z.object({
|
||||
action: z.literal('ticket.created'),
|
||||
/** Odkud pozadavek prisel. Podle toho se poskladá i log. */
|
||||
channel: z.enum(['whatsapp', 'email', 'voice', 'form', 'portal']).optional(),
|
||||
subject: z.string().trim().min(3).optional(),
|
||||
requester: z.string().trim().min(2).optional(),
|
||||
contact: z.string().trim().min(2).optional(),
|
||||
priority: z.enum(['low', 'normal', 'high', 'critical']).optional(),
|
||||
/** false = CRM firmu nedohleda, ticket zustane bez zakaznika a bez resitele. */
|
||||
knownCustomer: z.boolean().optional(),
|
||||
}),
|
||||
z.object({
|
||||
action: z.literal('ticket.resolved'),
|
||||
@@ -47,14 +58,227 @@ const schema = z.discriminatedUnion('action', [
|
||||
}),
|
||||
]);
|
||||
|
||||
const defaultSubjects = [
|
||||
'Nefunguje export objednávek do skladu',
|
||||
'Voicebot nerozumí názvu ulice',
|
||||
'Faktura se nespárovala s platbou',
|
||||
'Chybí notifikace o nové poptávce',
|
||||
'Zákazník žádá změnu fakturačních údajů',
|
||||
/**
|
||||
* Ukazkovy prichod pozadavku podle kanalu. Kanal urcuje nejen text,
|
||||
* ale i to, jak vypada zaznam spoustece v logu ticketu.
|
||||
*/
|
||||
const channelPresets: Record<
|
||||
TicketChannel,
|
||||
{
|
||||
connectorId: string;
|
||||
operationId: string;
|
||||
triggerLabel: string;
|
||||
subjects: string[];
|
||||
contact: string;
|
||||
reply: string;
|
||||
/** Co spoustec vratil. `%s` se nahradi predmetem. */
|
||||
payload: (contact: string, reply: string, subject: string) => string;
|
||||
}
|
||||
> = {
|
||||
whatsapp: {
|
||||
connectorId: 'whatsapp',
|
||||
operationId: 'message-received',
|
||||
triggerLabel: 'Přijata zpráva z WhatsApp',
|
||||
subjects: [
|
||||
'Nechodí ranní report objednávek',
|
||||
'Potřebujeme přidat další číslo na hlášení',
|
||||
'Zákazník si stěžuje na dvojí SMS',
|
||||
],
|
||||
contact: 'Bistro Kolektiv',
|
||||
reply: '+420 774 902 331',
|
||||
payload: (contact, reply, subject) =>
|
||||
`{ "from": "${reply.replace(/\s/g, '')}", "profileName": "${contact}", "text": "${subject}" }`,
|
||||
},
|
||||
email: {
|
||||
connectorId: 'email',
|
||||
operationId: 'received',
|
||||
triggerLabel: 'Přijat e-mail do schránky podpora@',
|
||||
subjects: [
|
||||
'Faktura se nespárovala s platbou',
|
||||
'Žádost o změnu fakturačních údajů',
|
||||
'Export do skladu skončil chybou',
|
||||
],
|
||||
contact: 'Tomáš Beran',
|
||||
reply: 'tomas.beran@nordis.cz',
|
||||
payload: (_contact, reply, subject) =>
|
||||
`{ "from": "${reply}", "subject": "${subject}", "attachments": 1 }`,
|
||||
},
|
||||
voice: {
|
||||
connectorId: 'voicebot',
|
||||
operationId: 'call-received',
|
||||
triggerLabel: 'Příchozí hovor na linku 800 100 200',
|
||||
subjects: [
|
||||
'Voicebot nerozumí názvu ulice',
|
||||
'Hovory se po 18:00 nepřepojují',
|
||||
'Zákazník žádá zpětné volání',
|
||||
],
|
||||
contact: 'Petra Klientová',
|
||||
reply: '+420 601 118 224',
|
||||
payload: (_contact, reply, _subject) =>
|
||||
`{ "callId": "cl_${Math.floor(Math.random() * 90_000) + 10_000}", "from": "${reply.replace(/\s/g, '')}", "durationSec": 74 }`,
|
||||
},
|
||||
form: {
|
||||
connectorId: 'form',
|
||||
operationId: 'submitted',
|
||||
triggerLabel: 'Odeslán formulář Požadavek na úpravu',
|
||||
subjects: [
|
||||
'Rozšíření hlasového scénáře',
|
||||
'Napojení dalšího e-shopu',
|
||||
'Nový report pro management',
|
||||
],
|
||||
contact: 'Jana Sedláčková',
|
||||
reply: 'jana.sedlackova@logitrans.cz',
|
||||
payload: (contact, _reply, subject) =>
|
||||
`{ "company": "LogiTrans", "contact": "${contact}", "topic": "${subject}" }`,
|
||||
},
|
||||
portal: {
|
||||
connectorId: 'ticket',
|
||||
operationId: 'created',
|
||||
triggerLabel: 'Založeno ručně z portálu',
|
||||
subjects: [
|
||||
'Interní kontrola nastavení zálohování',
|
||||
'Revize oprávnění v CRM',
|
||||
'Aktualizace hlasového scénáře',
|
||||
],
|
||||
contact: 'Interní požadavek',
|
||||
reply: 'portal@automia.cz',
|
||||
payload: (contact, _reply, subject) => `{ "createdBy": "${contact}", "subject": "${subject}" }`,
|
||||
},
|
||||
};
|
||||
|
||||
/** Firmy, ktere CRM zna. Simulace z nich bere zakaznika, kdyz ma byt dohledany. */
|
||||
const knownCompanies = [
|
||||
{ id: 'crm_1042', company: 'Firma s.r.o.' },
|
||||
{ id: 'crm_2210', company: 'Nordis a.s.' },
|
||||
{ id: 'crm_3390', company: 'LogiTrans' },
|
||||
];
|
||||
|
||||
/**
|
||||
* Resitel podle kanalu. Zamerne primitivni pravidlo - jde o to ukazat,
|
||||
* ze ticket nekonci na hromade, ale u konkretniho cloveka.
|
||||
*/
|
||||
const routingRule: Record<TicketChannel, { id: string; name: string; why: string }> = {
|
||||
voice: { id: 'ppl_novakova', name: 'Eva Nováková', why: 'voice -> voiceboti' },
|
||||
email: { id: 'ppl_kriz', name: 'Martin Kříž', why: 'email -> integrace' },
|
||||
whatsapp: { id: 'ppl_vomacka', name: 'Karel Vomáčka', why: 'whatsapp -> servicedesk' },
|
||||
form: { id: 'ppl_vomacka', name: 'Karel Vomáčka', why: 'form -> servicedesk' },
|
||||
portal: { id: 'ppl_uhlir', name: 'Jiří Uhlíř', why: 'portal -> vedoucí týmu' },
|
||||
};
|
||||
|
||||
/**
|
||||
* Log prichodu pozadavku. Presne tohle chce clovek videt, kdyz se pta
|
||||
* "proc ten ticket vypada takhle a co na to rekly jednotlive sluzby".
|
||||
*/
|
||||
function buildIntakeTrace(input: {
|
||||
channel: TicketChannel;
|
||||
subject: string;
|
||||
contact: string;
|
||||
reply: string;
|
||||
priority: TicketPriority;
|
||||
known: (typeof knownCompanies)[number] | null;
|
||||
}): TraceInput[] {
|
||||
const preset = channelPresets[input.channel];
|
||||
const routing = routingRule[input.channel];
|
||||
|
||||
const trace: TraceInput[] = [
|
||||
{
|
||||
kind: 'trigger',
|
||||
connectorId: preset.connectorId,
|
||||
operationId: preset.operationId,
|
||||
label: preset.triggerLabel,
|
||||
status: 'ok',
|
||||
response: preset.payload(input.contact, input.reply, input.subject),
|
||||
durationMs: 60,
|
||||
},
|
||||
{
|
||||
kind: 'action',
|
||||
connectorId: 'ai-text',
|
||||
operationId: 'classify',
|
||||
label: 'Zařazení do kategorie',
|
||||
status: 'ok',
|
||||
response: `{ "category": "pozadavek", "priority": "${input.priority}", "confidence": 0.83 }`,
|
||||
durationMs: 880,
|
||||
},
|
||||
{
|
||||
kind: 'action',
|
||||
connectorId: 'raynet',
|
||||
operationId: 'upsert-contact',
|
||||
label: 'Dohledání firmy v CRM',
|
||||
status: input.known ? 'ok' : 'error',
|
||||
response: input.known
|
||||
? `{ "companyId": "${input.known.id}", "name": "${input.known.company}" }`
|
||||
: `{ "matches": 0, "searchedBy": "reply", "value": "${input.reply}" }`,
|
||||
durationMs: 590,
|
||||
},
|
||||
];
|
||||
|
||||
if (input.known) {
|
||||
trace.push({
|
||||
kind: 'condition',
|
||||
label: 'knownCustomer je splněno',
|
||||
status: 'ok',
|
||||
response: 'true, pokračuje větev ANO',
|
||||
children: [
|
||||
{
|
||||
kind: 'action',
|
||||
connectorId: 'ticket',
|
||||
operationId: 'create',
|
||||
label: 'Založení ticketu',
|
||||
status: 'ok',
|
||||
response: `{ "customerId": "${input.known.id}", "priority": "${input.priority}" }`,
|
||||
durationMs: 70,
|
||||
},
|
||||
{
|
||||
kind: 'action',
|
||||
connectorId: 'ticket',
|
||||
operationId: 'assign',
|
||||
label: 'Přiřazení řešitele podle kanálu',
|
||||
status: 'ok',
|
||||
response: `{ "assignee": "${routing.name}", "rule": "${routing.why}" }`,
|
||||
durationMs: 35,
|
||||
},
|
||||
],
|
||||
});
|
||||
return trace;
|
||||
}
|
||||
|
||||
trace.push({
|
||||
kind: 'condition',
|
||||
label: 'knownCustomer není splněno',
|
||||
status: 'skipped',
|
||||
response: 'false, pokračuje větev NE',
|
||||
children: [
|
||||
{
|
||||
kind: 'action',
|
||||
connectorId: 'ticket',
|
||||
operationId: 'create',
|
||||
label: 'Založení ticketu bez napojení na firmu',
|
||||
status: 'ok',
|
||||
response: `{ "customerId": null, "priority": "${input.priority}" }`,
|
||||
durationMs: 68,
|
||||
},
|
||||
{
|
||||
kind: 'action',
|
||||
connectorId: 'raynet',
|
||||
operationId: 'create-lead',
|
||||
label: 'Založení obchodního případu k dohledání',
|
||||
status: 'ok',
|
||||
response: `{ "leadId": "lead_${Math.floor(Math.random() * 9_000) + 1_000}", "stage": "k overeni" }`,
|
||||
durationMs: 910,
|
||||
},
|
||||
{
|
||||
kind: 'action',
|
||||
connectorId: 'ticket',
|
||||
operationId: 'assign',
|
||||
label: 'Přiřazení řešitele',
|
||||
status: 'skipped',
|
||||
response: 'Přeskočeno, bez známé firmy nelze určit garanta a ticket zůstal ve frontě',
|
||||
},
|
||||
],
|
||||
});
|
||||
return trace;
|
||||
}
|
||||
|
||||
const defaultIncidents = [
|
||||
{ title: 'Výpadek spojení s fakturačním API', service: 'Integrace / iDoklad' },
|
||||
{ title: 'Zpoždění doručování webhooků', service: 'Webhook Router' },
|
||||
@@ -80,10 +304,27 @@ simulateRouter.post('/', (req, res) => {
|
||||
|
||||
switch (input.action) {
|
||||
case 'ticket.created': {
|
||||
const channel = input.channel ?? 'whatsapp';
|
||||
const preset = channelPresets[channel];
|
||||
const priority = input.priority ?? 'normal';
|
||||
const subject = input.subject ?? pick(preset.subjects);
|
||||
const contact = input.contact ?? preset.contact;
|
||||
// Vychozi chovani je "zakaznika zname" - nezname je zajimavejsi, ale vzacnejsi.
|
||||
const known = (input.knownCustomer ?? true) ? pick(knownCompanies) : null;
|
||||
|
||||
const ticket = createTicket({
|
||||
subject: input.subject ?? pick(defaultSubjects),
|
||||
requester: input.requester ?? 'Firma s.r.o.',
|
||||
priority: input.priority ?? 'normal',
|
||||
subject,
|
||||
channel,
|
||||
priority,
|
||||
customer: {
|
||||
id: known?.id ?? null,
|
||||
company: known?.company ?? 'Neznámá firma',
|
||||
contact,
|
||||
reply: preset.reply,
|
||||
},
|
||||
// Bez znameho zakaznika neni podle ceho resitele urcit, ticket zustane ve fronte.
|
||||
assigneeId: known ? routingRule[channel].id : null,
|
||||
trace: buildIntakeTrace({ channel, subject, contact, reply: preset.reply, priority, known }),
|
||||
});
|
||||
return res.status(201).json({ ok: true, ticket });
|
||||
}
|
||||
|
||||
Reference in New Issue
Block a user