feat: Implement Phase 10 support and recommendations features

- Added models for support messages, SLA policies, tickets, ticket events, and ticket links.
- Created routes for help, help admin, newsletter, recommendations, and support for both customer and admin.
- Developed services for help, marketing (newsletter), and recommendations.
- Introduced support service for ticket management, including creation, replies, transitions, and attachments.
- Added validation schemas for support recommendations and ticket management.
- Implemented a cron job for support reconciliation and recommendation cleanup.
- Created migration for new support and recommendation database tables.
- Added unit tests for validation and policy checks related to Phase 10 features.

app/models/commerce/orderItem.model.js

@@ -1 +1 @@
-module.exports=(s,D)=>s.define("OrderItem",{id:{type:D.STRING,primaryKey:true},order_id:{type:D.STRING,allowNull:false},product_id:{type:D.STRING,allowNull:false},variant_id:{type:D.STRING,allowNull:false},reservation_key:{type:D.STRING(160),allowNull:false},sku:{type:D.STRING(100),allowNull:false},product_name:{type:D.STRING(255),allowNull:false},variant_description:D.STRING(255),quantity:{type:D.INTEGER,allowNull:false},unit_price:{type:D.DECIMAL(15,2),allowNull:false},discount_amount:{type:D.DECIMAL(15,2),allowNull:false},line_total:{type:D.DECIMAL(15,2),allowNull:false},currency:{type:D.STRING(3),allowNull:false},returned_quantity:{type:D.INTEGER,allowNull:false,defaultValue:0},refunded_quantity:{type:D.INTEGER,allowNull:false,defaultValue:0},metadata:D.JSON},{tableName:"order_items",timestamps:true,updatedAt:false});
+module.exports=(s,D)=>{const M=s.define("OrderItem",{id:{type:D.STRING,primaryKey:true},order_id:{type:D.STRING,allowNull:false},product_id:{type:D.STRING,allowNull:false},variant_id:{type:D.STRING,allowNull:false},reservation_key:{type:D.STRING(160),allowNull:false},sku:{type:D.STRING(100),allowNull:false},product_name:{type:D.STRING(255),allowNull:false},variant_description:D.STRING(255),quantity:{type:D.INTEGER,allowNull:false},unit_price:{type:D.DECIMAL(15,2),allowNull:false},discount_amount:{type:D.DECIMAL(15,2),allowNull:false},line_total:{type:D.DECIMAL(15,2),allowNull:false},currency:{type:D.STRING(3),allowNull:false},returned_quantity:{type:D.INTEGER,allowNull:false,defaultValue:0},refunded_quantity:{type:D.INTEGER,allowNull:false,defaultValue:0},metadata:D.JSON},{tableName:"order_items",timestamps:true,updatedAt:false});M.associate=db=>M.belongsTo(db.Order,{foreignKey:"order_id",as:"order"});return M;};

app/models/help/helpArticle.model.js

@@ -0,0 +1 @@
+module.exports=(s,D)=>s.define("HelpArticle",{id:{type:D.STRING,primaryKey:true},slug:{type:D.STRING(180),allowNull:false,unique:true},category_id:{type:D.STRING,allowNull:false},article_type:{type:D.ENUM("ARTICLE","FAQ"),allowNull:false,defaultValue:"ARTICLE"},status:{type:D.ENUM("DRAFT","PUBLISHED","ARCHIVED"),allowNull:false,defaultValue:"DRAFT"},sort_order:{type:D.INTEGER,allowNull:false,defaultValue:0},is_featured:{type:D.BOOLEAN,allowNull:false,defaultValue:false},published_at:D.DATE,created_by:{type:D.STRING,allowNull:false},updated_by:D.STRING},{tableName:"help_articles",timestamps:true});

app/models/help/helpArticleTranslation.model.js

@@ -0,0 +1 @@
+module.exports=(s,D)=>s.define("HelpArticleTranslation",{id:{type:D.STRING,primaryKey:true},article_id:{type:D.STRING,allowNull:false},locale:{type:D.ENUM("en","si","ta"),allowNull:false},title:{type:D.STRING(220),allowNull:false},summary:D.STRING(500),body:{type:D.TEXT("long"),allowNull:false},seo_title:D.STRING(220),seo_description:D.STRING(500)},{tableName:"help_article_translations",timestamps:true,indexes:[{unique:true,fields:["article_id","locale"]}]});

app/models/help/helpCategory.model.js

@@ -0,0 +1 @@
+module.exports=(s,D)=>s.define("HelpCategory",{id:{type:D.STRING,primaryKey:true},slug:{type:D.STRING(160),allowNull:false,unique:true},status:{type:D.ENUM("ACTIVE","INACTIVE"),allowNull:false,defaultValue:"ACTIVE"},sort_order:{type:D.INTEGER,allowNull:false,defaultValue:0},icon_key:D.STRING(80)},{tableName:"help_categories",timestamps:true});

app/models/help/helpCategoryTranslation.model.js

@@ -0,0 +1 @@
+module.exports=(s,D)=>s.define("HelpCategoryTranslation",{id:{type:D.STRING,primaryKey:true},category_id:{type:D.STRING,allowNull:false},locale:{type:D.ENUM("en","si","ta"),allowNull:false},name:{type:D.STRING(160),allowNull:false},description:D.STRING(500)},{tableName:"help_category_translations",timestamps:true,indexes:[{unique:true,fields:["category_id","locale"]}]});

app/models/index.js

@@ -320,6 +320,20 @@ db.PaymentAllocation = require("./wholesale/paymentAllocation.model")(
   sequelize,
   DataTypes,
 );
+db.SupportCategory = require("./support/supportCategory.model")(sequelize, DataTypes);
+db.SupportTicket = require("./support/supportTicket.model")(sequelize, DataTypes);
+db.SupportMessage = require("./support/supportMessage.model")(sequelize, DataTypes);
+db.SupportTicketEvent = require("./support/supportTicketEvent.model")(sequelize, DataTypes);
+db.SupportTicketLink = require("./support/supportTicketLink.model")(sequelize, DataTypes);
+db.SupportAttachment = require("./support/supportAttachment.model")(sequelize, DataTypes);
+db.SupportSlaPolicy = require("./support/supportSlaPolicy.model")(sequelize, DataTypes);
+db.SupportEscalation = require("./support/supportEscalation.model")(sequelize, DataTypes);
+db.HelpCategory = require("./help/helpCategory.model")(sequelize, DataTypes);
+db.HelpCategoryTranslation = require("./help/helpCategoryTranslation.model")(sequelize, DataTypes);
+db.HelpArticle = require("./help/helpArticle.model")(sequelize, DataTypes);
+db.HelpArticleTranslation = require("./help/helpArticleTranslation.model")(sequelize, DataTypes);
+db.NewsletterSubscription = require("./marketing/newsletterSubscription.model")(sequelize, DataTypes);
+db.ProductInteractionEvent = require("./recommendation/productInteractionEvent.model")(sequelize, DataTypes);
 
 /* Associations */
 Object.keys(db).forEach((model) => {

app/models/marketing/newsletterSubscription.model.js

@@ -0,0 +1 @@
+module.exports=(s,D)=>s.define("NewsletterSubscription",{id:{type:D.STRING,primaryKey:true},email_normalized:{type:D.STRING(254),allowNull:false,unique:true},user_id:D.STRING,status:{type:D.ENUM("PENDING","SUBSCRIBED","UNSUBSCRIBED"),allowNull:false},locale:{type:D.ENUM("en","si","ta"),allowNull:false,defaultValue:"en"},source:{type:D.ENUM("HOME_FOOTER","CHECKOUT","ACCOUNT","ADMIN_IMPORT"),allowNull:false},consented_at:D.DATE,confirmed_at:D.DATE,unsubscribed_at:D.DATE,unsubscribe_token_hash:{type:D.STRING(64),allowNull:false}},{tableName:"newsletter_subscriptions",timestamps:true});

app/models/recommendation/productInteractionEvent.model.js

@@ -0,0 +1 @@
+module.exports=(s,D)=>s.define("ProductInteractionEvent",{id:{type:D.STRING,primaryKey:true},event_id:{type:D.STRING(180),allowNull:false,unique:true},user_id:D.STRING,session_key_hash:D.STRING(64),product_id:{type:D.STRING,allowNull:false},variant_id:D.STRING,event_type:{type:D.ENUM("PRODUCT_VIEW","PRODUCT_CLICK","WISHLIST_ADD","CART_ADD","CHECKOUT_START","PURCHASE"),allowNull:false},source:{type:D.STRING(40),allowNull:false},occurred_at:{type:D.DATE,allowNull:false}},{tableName:"recommendation_events",timestamps:true,updatedAt:false});

app/models/support/supportAttachment.model.js

@@ -0,0 +1 @@
+module.exports=(s,D)=>s.define("SupportAttachment",{id:{type:D.STRING,primaryKey:true},ticket_id:{type:D.STRING,allowNull:false},message_id:D.STRING,upload_id:{type:D.INTEGER,allowNull:false},uploaded_by:{type:D.STRING,allowNull:false},visibility:{type:D.ENUM("CUSTOMER_VISIBLE","INTERNAL"),allowNull:false,defaultValue:"CUSTOMER_VISIBLE"}},{tableName:"support_attachments",timestamps:true,updatedAt:false});

app/models/support/supportCategory.model.js

@@ -0,0 +1 @@
+module.exports=(s,D)=>s.define("SupportCategory",{id:{type:D.STRING,primaryKey:true},code:{type:D.STRING(60),allowNull:false,unique:true},status:{type:D.ENUM("ACTIVE","INACTIVE"),allowNull:false,defaultValue:"ACTIVE"},translations:{type:D.JSON,allowNull:false,defaultValue:{}},sort_order:{type:D.INTEGER,allowNull:false,defaultValue:0}},{tableName:"support_categories",timestamps:true});

app/models/support/supportEscalation.model.js

@@ -0,0 +1 @@
+module.exports=(s,D)=>s.define("SupportEscalation",{id:{type:D.STRING,primaryKey:true},event_id:{type:D.STRING(180),allowNull:false,unique:true},ticket_id:{type:D.STRING,allowNull:false},type:{type:D.ENUM("FIRST_RESPONSE_OVERDUE","RESOLUTION_OVERDUE","MANUAL"),allowNull:false},level:{type:D.INTEGER,allowNull:false,defaultValue:1},reason:{type:D.STRING(300),allowNull:false},status:{type:D.ENUM("OPEN","ACKNOWLEDGED"),allowNull:false,defaultValue:"OPEN"},acknowledged_at:D.DATE},{tableName:"support_escalations",timestamps:true});

app/models/support/supportMessage.model.js

@@ -0,0 +1 @@
+module.exports=(s,D)=>s.define("SupportMessage",{id:{type:D.STRING,primaryKey:true},ticket_id:{type:D.STRING,allowNull:false},sender_user_id:D.STRING,sender_type:{type:D.ENUM("CUSTOMER","AGENT","SYSTEM"),allowNull:false},message_type:{type:D.ENUM("MESSAGE","SYSTEM"),allowNull:false,defaultValue:"MESSAGE"},body:{type:D.TEXT,allowNull:false},visibility:{type:D.ENUM("CUSTOMER_VISIBLE","INTERNAL"),allowNull:false,defaultValue:"CUSTOMER_VISIBLE"}},{tableName:"support_messages",timestamps:true,updatedAt:false});

app/models/support/supportSlaPolicy.model.js

@@ -0,0 +1 @@
+module.exports=(s,D)=>s.define("SupportSlaPolicy",{id:{type:D.STRING,primaryKey:true},name:{type:D.STRING(120),allowNull:false},status:{type:D.ENUM("ACTIVE","INACTIVE"),allowNull:false},priority:{type:D.ENUM("LOW","NORMAL","HIGH","URGENT"),allowNull:false,unique:true},first_response_minutes:{type:D.INTEGER,allowNull:false},resolution_minutes:{type:D.INTEGER,allowNull:false},business_hours_mode:{type:D.ENUM("CLOCK_TIME"),allowNull:false,defaultValue:"CLOCK_TIME"}},{tableName:"support_sla_policies",timestamps:true});

app/models/support/supportTicket.model.js

@@ -0,0 +1 @@
+module.exports=(s,D)=>s.define("SupportTicket",{id:{type:D.STRING,primaryKey:true},ticket_number:{type:D.STRING(80),allowNull:false,unique:true},customer_user_id:{type:D.STRING,allowNull:false},business_customer_id:D.STRING,subject:{type:D.STRING(200),allowNull:false},category_id:D.STRING,priority:{type:D.ENUM("LOW","NORMAL","HIGH","URGENT"),allowNull:false,defaultValue:"NORMAL"},status:{type:D.ENUM("OPEN","ASSIGNED","WAITING_FOR_CUSTOMER","WAITING_FOR_SUPPORT","RESOLVED","CLOSED","CANCELLED"),allowNull:false,defaultValue:"OPEN"},assigned_agent_id:D.STRING,source:{type:D.ENUM("WEB","MOBILE","ADMIN"),allowNull:false,defaultValue:"WEB"},sla_policy_id:D.STRING,first_response_due_at:D.DATE,resolution_due_at:D.DATE,first_response_at:D.DATE,resolved_at:D.DATE,closed_at:D.DATE,last_customer_message_at:D.DATE,last_agent_message_at:D.DATE},{tableName:"support_tickets",timestamps:true});

app/models/support/supportTicketEvent.model.js

@@ -0,0 +1 @@
+module.exports=(s,D)=>s.define("SupportTicketEvent",{id:{type:D.STRING,primaryKey:true},event_id:{type:D.STRING(180),allowNull:false,unique:true},ticket_id:{type:D.STRING,allowNull:false},actor_user_id:D.STRING,type:{type:D.STRING(60),allowNull:false},from_value:D.STRING,to_value:D.STRING,metadata:D.JSON,occurred_at:{type:D.DATE,allowNull:false}},{tableName:"support_ticket_events",timestamps:true,updatedAt:false});

app/models/support/supportTicketLink.model.js

@@ -0,0 +1 @@
+module.exports=(s,D)=>s.define("SupportTicketLink",{id:{type:D.STRING,primaryKey:true},ticket_id:{type:D.STRING,allowNull:false},resource_type:{type:D.ENUM("ORDER","PAYMENT","REFUND","RETURN","SHIPMENT","LOYALTY_REDEMPTION","BUSINESS_SETTLEMENT"),allowNull:false},resource_id:{type:D.STRING,allowNull:false}},{tableName:"support_ticket_links",timestamps:true,updatedAt:false,indexes:[{unique:true,fields:["ticket_id","resource_type","resource_id"]}]});