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feat: Implement Phase 10 support and recommendations features
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- 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.
This commit is contained in:
Sathira Sri Sathara
2026-09-09 16:07:31 +05:30
parent abb760cc19
commit f920ca8920
46 changed files with 251 additions and 2 deletions
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app/models/support/supportEscalation.model.js
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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});