updated tickets
This commit is contained in:
JiriUhlir
+159
-9
@@ -11,10 +11,26 @@ import {
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type FlowStep,
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} from '../data/automationStore.js';
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import { operatorAllowedForType, operatorsByType } from '../data/conditions.js';
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import { connectorCategories, connectors, findOperation } from '../data/connectors.js';
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import {
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connectorCategories,
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connectors,
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findOperation,
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providedFieldsFor,
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} from '../data/connectors.js';
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import { listIncidents } from '../data/incidentStore.js';
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import { getSummary } from '../data/mock.js';
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import { listTickets } from '../data/ticketStore.js';
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import { findPersonByEmail, listPeople } from '../data/people.js';
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import {
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addComment,
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assignTicket,
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getTicket,
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getWorkload,
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listTickets,
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updateTicketStatus,
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type TicketChannel,
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type TicketFilter,
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type TicketStatus,
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} from '../data/ticketStore.js';
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import { requireAuth } from '../middleware/auth.js';
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import { streamRouter } from './stream.js';
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@@ -27,14 +43,132 @@ dashboardRouter.get('/summary', (_req, res) => {
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res.json(getSummary());
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});
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dashboardRouter.get('/tickets', (_req, res) => {
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res.json({ items: listTickets() });
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});
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dashboardRouter.get('/incidents', (_req, res) => {
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res.json({ items: listIncidents() });
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});
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// ------------------------------------------------------------------- tickety
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/** Resitele. Klient je potrebuje do nabidky prirazeni i do prehledu firmy. */
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dashboardRouter.get('/people', (req, res) => {
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const me = req.user ? findPersonByEmail(req.user.email) : undefined;
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res.json({ items: listPeople(), meId: me?.id ?? null });
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});
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const ticketStatuses: TicketStatus[] = ['new', 'open', 'waiting', 'resolved'];
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const ticketChannels: TicketChannel[] = ['whatsapp', 'email', 'voice', 'form', 'portal'];
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/**
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* Filtr ze query parametru. Nesmyslnou hodnotu zahodime a zalogujeme -
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* je lepsi ukazat vic ticketu nez prazdny seznam bez vysvetleni.
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*/
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function ticketFilterFrom(query: Record<string, unknown>, myPersonId: string | null): TicketFilter {
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const filter: TicketFilter = {};
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const assignee = typeof query.assignee === 'string' ? query.assignee : undefined;
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if (assignee === 'me') {
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// Prihlaseny uzivatel nemusi byt resitel - pak nema smysl nic vracet.
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filter.assignee = myPersonId ?? '__nikdo__';
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} else if (assignee) {
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filter.assignee = assignee;
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}
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const status = typeof query.status === 'string' ? query.status : undefined;
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if (status) {
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if (ticketStatuses.includes(status as TicketStatus)) filter.status = status as TicketStatus;
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else console.warn(`[tickets] neznamy stav ve filtru: ${status}`);
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}
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const channel = typeof query.channel === 'string' ? query.channel : undefined;
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if (channel) {
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if (ticketChannels.includes(channel as TicketChannel)) filter.channel = channel as TicketChannel;
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else console.warn(`[tickets] neznamy kanal ve filtru: ${channel}`);
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}
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return filter;
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}
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dashboardRouter.get('/tickets', (req, res) => {
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const me = req.user ? findPersonByEmail(req.user.email) : undefined;
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const filter = ticketFilterFrom(req.query as Record<string, unknown>, me?.id ?? null);
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res.json({ items: listTickets(filter), meId: me?.id ?? null });
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});
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/** Kdo co ma u sebe. MUSI byt pred /tickets/:id, jinak by to spadlo na detail. */
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dashboardRouter.get('/tickets/workload', (_req, res) => {
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res.json(getWorkload(listPeople()));
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});
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dashboardRouter.get('/tickets/:id', (req, res) => {
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const ticket = getTicket(req.params.id);
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if (!ticket) {
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return res.status(404).json({ error: 'not_found', message: 'Ticket neexistuje.' });
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}
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return res.json(ticket);
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});
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const assignSchema = z.object({
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/** null = vratit do fronty. */
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assigneeId: z.string().min(1).nullable(),
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});
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dashboardRouter.post('/tickets/:id/assign', (req, res) => {
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const parsed = assignSchema.safeParse(req.body);
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if (!parsed.success) {
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return res.status(400).json({
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error: 'validation_error',
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message: 'Chybí ID řešitele, nebo poslete null pro vrácení do fronty.',
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});
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}
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const ticket = assignTicket(req.params.id, parsed.data.assigneeId);
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if (!ticket) {
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return res.status(404).json({
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error: 'not_found',
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message: 'Ticket nebo řešitel neexistuje.',
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});
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}
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return res.json(ticket);
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});
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const statusSchema = z.object({
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status: z.enum(['new', 'open', 'waiting', 'resolved']),
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});
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dashboardRouter.post('/tickets/:id/status', (req, res) => {
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const parsed = statusSchema.safeParse(req.body);
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if (!parsed.success) {
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return res.status(400).json({ error: 'validation_error', message: 'Neplatný stav ticketu.' });
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}
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const ticket = updateTicketStatus(req.params.id, parsed.data.status);
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if (!ticket) {
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return res.status(404).json({ error: 'not_found', message: 'Ticket neexistuje.' });
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}
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return res.json(ticket);
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});
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const commentSchema = z.object({
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text: z.string().trim().min(2, 'Komentář musí mít alespoň 2 znaky.'),
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});
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dashboardRouter.post('/tickets/:id/comment', (req, res) => {
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const parsed = commentSchema.safeParse(req.body);
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if (!parsed.success) {
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return res.status(400).json({
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error: 'validation_error',
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message: parsed.error.issues[0]?.message ?? 'Neplatný komentář.',
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});
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}
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const author = req.user?.name ?? 'Portál';
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const ticket = addComment(req.params.id, author, parsed.data.text);
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if (!ticket) {
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return res.status(404).json({ error: 'not_found', message: 'Ticket neexistuje.' });
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}
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return res.json(ticket);
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});
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// Zivy stream zmen. Musi byt pred obecnymi cestami, aby ho nic neprebilo.
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dashboardRouter.use('/stream', streamRouter);
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@@ -125,6 +259,20 @@ const updateSchema = z.object({
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flow: flowSchema.optional(),
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});
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/**
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* Spoustec, ktery si data urcuje sam (e-mail, WhatsApp, ticket), nesmi mit
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* parametry od klienta. Dosadime katalogovou verzi, a to jeste PRED validaci -
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* jinak by podminky odkazujici na katalogova ID vypadaly jako rozbite.
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*/
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function normalizeTriggerFields(flow: z.infer<typeof flowSchema>): z.infer<typeof flowSchema> {
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if (!flow.trigger) return flow;
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const provided = providedFieldsFor(flow.trigger.connectorId, flow.trigger.operationId);
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if (!provided) return flow;
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return { ...flow, trigger: { ...flow.trigger, fields: provided.map((field) => ({ ...field })) } };
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}
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/**
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* Overi, ze kazdy krok odkazuje na existujici konektor a operaci.
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* Vraci seznam problemu - prazdny znamena, ze je strom v poradku.
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@@ -212,8 +360,10 @@ dashboardRouter.put('/automations/:id', (req, res) => {
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});
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}
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if (parsed.data.flow) {
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const problems = validateFlowReferences(parsed.data.flow);
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const flow = parsed.data.flow ? normalizeTriggerFields(parsed.data.flow) : undefined;
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if (flow) {
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const problems = validateFlowReferences(flow);
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if (problems.length > 0) {
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console.warn(`[automations] ${req.params.id}: neplatny strom - ${problems.join(' ')}`);
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return res.status(400).json({
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@@ -224,7 +374,7 @@ dashboardRouter.put('/automations/:id', (req, res) => {
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}
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}
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const updated = updateAutomation(req.params.id, parsed.data);
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const updated = updateAutomation(req.params.id, { ...parsed.data, flow });
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if (!updated) {
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return res.status(404).json({ error: 'not_found', message: 'Automatizace neexistuje.' });
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}
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+252
-11
@@ -6,7 +6,14 @@ import {
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firstActiveIncident,
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updateIncidentStatus,
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} from '../data/incidentStore.js';
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import { createTicket, firstOpenTicket, updateTicketStatus } from '../data/ticketStore.js';
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import {
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createTicket,
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firstOpenTicket,
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updateTicketStatus,
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type TicketChannel,
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type TicketPriority,
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type TraceInput,
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} from '../data/ticketStore.js';
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import { requireAuth } from '../middleware/auth.js';
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export const simulateRouter = Router();
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@@ -22,9 +29,13 @@ simulateRouter.use(requireAuth);
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const schema = z.discriminatedUnion('action', [
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z.object({
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action: z.literal('ticket.created'),
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/** Odkud pozadavek prisel. Podle toho se poskladá i log. */
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channel: z.enum(['whatsapp', 'email', 'voice', 'form', 'portal']).optional(),
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subject: z.string().trim().min(3).optional(),
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requester: z.string().trim().min(2).optional(),
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contact: z.string().trim().min(2).optional(),
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priority: z.enum(['low', 'normal', 'high', 'critical']).optional(),
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/** false = CRM firmu nedohleda, ticket zustane bez zakaznika a bez resitele. */
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knownCustomer: z.boolean().optional(),
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}),
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z.object({
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action: z.literal('ticket.resolved'),
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@@ -47,14 +58,227 @@ const schema = z.discriminatedUnion('action', [
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}),
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]);
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const defaultSubjects = [
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'Nefunguje export objednávek do skladu',
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'Voicebot nerozumí názvu ulice',
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'Faktura se nespárovala s platbou',
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'Chybí notifikace o nové poptávce',
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'Zákazník žádá změnu fakturačních údajů',
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/**
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* Ukazkovy prichod pozadavku podle kanalu. Kanal urcuje nejen text,
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* ale i to, jak vypada zaznam spoustece v logu ticketu.
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*/
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const channelPresets: Record<
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TicketChannel,
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{
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connectorId: string;
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operationId: string;
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triggerLabel: string;
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subjects: string[];
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contact: string;
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reply: string;
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/** Co spoustec vratil. `%s` se nahradi predmetem. */
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payload: (contact: string, reply: string, subject: string) => string;
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}
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> = {
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whatsapp: {
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connectorId: 'whatsapp',
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operationId: 'message-received',
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triggerLabel: 'Přijata zpráva z WhatsApp',
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subjects: [
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'Nechodí ranní report objednávek',
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'Potřebujeme přidat další číslo na hlášení',
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'Zákazník si stěžuje na dvojí SMS',
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],
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contact: 'Bistro Kolektiv',
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reply: '+420 774 902 331',
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payload: (contact, reply, subject) =>
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`{ "from": "${reply.replace(/\s/g, '')}", "profileName": "${contact}", "text": "${subject}" }`,
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},
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email: {
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connectorId: 'email',
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operationId: 'received',
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triggerLabel: 'Přijat e-mail do schránky podpora@',
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subjects: [
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'Faktura se nespárovala s platbou',
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'Žádost o změnu fakturačních údajů',
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'Export do skladu skončil chybou',
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],
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contact: 'Tomáš Beran',
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reply: 'tomas.beran@nordis.cz',
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payload: (_contact, reply, subject) =>
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`{ "from": "${reply}", "subject": "${subject}", "attachments": 1 }`,
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},
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voice: {
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connectorId: 'voicebot',
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operationId: 'call-received',
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triggerLabel: 'Příchozí hovor na linku 800 100 200',
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subjects: [
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'Voicebot nerozumí názvu ulice',
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'Hovory se po 18:00 nepřepojují',
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'Zákazník žádá zpětné volání',
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],
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contact: 'Petra Klientová',
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reply: '+420 601 118 224',
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payload: (_contact, reply, _subject) =>
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`{ "callId": "cl_${Math.floor(Math.random() * 90_000) + 10_000}", "from": "${reply.replace(/\s/g, '')}", "durationSec": 74 }`,
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},
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form: {
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connectorId: 'form',
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operationId: 'submitted',
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triggerLabel: 'Odeslán formulář Požadavek na úpravu',
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subjects: [
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'Rozšíření hlasového scénáře',
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'Napojení dalšího e-shopu',
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'Nový report pro management',
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],
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contact: 'Jana Sedláčková',
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reply: 'jana.sedlackova@logitrans.cz',
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payload: (contact, _reply, subject) =>
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`{ "company": "LogiTrans", "contact": "${contact}", "topic": "${subject}" }`,
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},
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portal: {
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connectorId: 'ticket',
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operationId: 'created',
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triggerLabel: 'Založeno ručně z portálu',
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subjects: [
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'Interní kontrola nastavení zálohování',
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'Revize oprávnění v CRM',
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'Aktualizace hlasového scénáře',
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],
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contact: 'Interní požadavek',
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reply: 'portal@automia.cz',
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payload: (contact, _reply, subject) => `{ "createdBy": "${contact}", "subject": "${subject}" }`,
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},
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};
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/** Firmy, ktere CRM zna. Simulace z nich bere zakaznika, kdyz ma byt dohledany. */
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const knownCompanies = [
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{ id: 'crm_1042', company: 'Firma s.r.o.' },
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{ id: 'crm_2210', company: 'Nordis a.s.' },
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{ id: 'crm_3390', company: 'LogiTrans' },
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];
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/**
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* Resitel podle kanalu. Zamerne primitivni pravidlo - jde o to ukazat,
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* ze ticket nekonci na hromade, ale u konkretniho cloveka.
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*/
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const routingRule: Record<TicketChannel, { id: string; name: string; why: string }> = {
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voice: { id: 'ppl_novakova', name: 'Eva Nováková', why: 'voice -> voiceboti' },
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email: { id: 'ppl_kriz', name: 'Martin Kříž', why: 'email -> integrace' },
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whatsapp: { id: 'ppl_vomacka', name: 'Karel Vomáčka', why: 'whatsapp -> servicedesk' },
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form: { id: 'ppl_vomacka', name: 'Karel Vomáčka', why: 'form -> servicedesk' },
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portal: { id: 'ppl_uhlir', name: 'Jiří Uhlíř', why: 'portal -> vedoucí týmu' },
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};
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/**
|
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* Log prichodu pozadavku. Presne tohle chce clovek videt, kdyz se pta
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* "proc ten ticket vypada takhle a co na to rekly jednotlive sluzby".
|
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*/
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function buildIntakeTrace(input: {
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channel: TicketChannel;
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subject: string;
|
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contact: string;
|
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reply: string;
|
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priority: TicketPriority;
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known: (typeof knownCompanies)[number] | null;
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}): TraceInput[] {
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const preset = channelPresets[input.channel];
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const routing = routingRule[input.channel];
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const trace: TraceInput[] = [
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{
|
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kind: 'trigger',
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connectorId: preset.connectorId,
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operationId: preset.operationId,
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label: preset.triggerLabel,
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status: 'ok',
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response: preset.payload(input.contact, input.reply, input.subject),
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durationMs: 60,
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},
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{
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kind: 'action',
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connectorId: 'ai-text',
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operationId: 'classify',
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label: 'Zařazení do kategorie',
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status: 'ok',
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response: `{ "category": "pozadavek", "priority": "${input.priority}", "confidence": 0.83 }`,
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durationMs: 880,
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},
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{
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kind: 'action',
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connectorId: 'raynet',
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operationId: 'upsert-contact',
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label: 'Dohledání firmy v CRM',
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status: input.known ? 'ok' : 'error',
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response: input.known
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? `{ "companyId": "${input.known.id}", "name": "${input.known.company}" }`
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: `{ "matches": 0, "searchedBy": "reply", "value": "${input.reply}" }`,
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durationMs: 590,
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},
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];
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if (input.known) {
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trace.push({
|
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kind: 'condition',
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label: 'knownCustomer je splněno',
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||||
status: 'ok',
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||||
response: 'true, pokračuje větev ANO',
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children: [
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||||
{
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kind: 'action',
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connectorId: 'ticket',
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operationId: 'create',
|
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label: 'Založení ticketu',
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status: 'ok',
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||||
response: `{ "customerId": "${input.known.id}", "priority": "${input.priority}" }`,
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durationMs: 70,
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||||
},
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{
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kind: 'action',
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connectorId: 'ticket',
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operationId: 'assign',
|
||||
label: 'Přiřazení řešitele podle kanálu',
|
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status: 'ok',
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||||
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