feat(platform): Phase 6 — Support Case Management
- Case timeline: GET /support/cases/:id/timeline - Merges case creation, notes, escalations chronologically - SLA engine: GET /support/cases/:id/sla - Priority-based SLA targets (critical=1h/4h, high=4h/24h, etc.) - First-response and resolution breach detection - Auto-triage: POST /support/cases/:id/auto-triage - Keyword-based priority heuristics (outage→critical, error→high, etc.) - Category detection (auth, billing, api) - Deduped tag application - Case metrics: GET /support/metrics - Aggregates by status/priority/source - Avg resolution hours, SLA breach count, compliance rate - New repo function: listAllCases - 1,336 tests passing (5 new)
This commit is contained in:
saravanakumardb1
parent
a060ee4496
commit
0bbae1f14e
@ -84,3 +84,11 @@ export async function listEscalations(caseId: string): Promise<SupportEscalation
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limit: 100,
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});
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}
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export async function listAllCases(productId: string, limit = 500): Promise<SupportCaseDoc[]> {
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return caseCollection().findMany({
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filter: { productId },
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sort: { createdAt: -1 },
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limit,
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});
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}
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@ -10,6 +10,7 @@ const repoMock = {
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listNotes: vi.fn(),
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createEscalation: vi.fn(),
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listEscalations: vi.fn(),
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listAllCases: vi.fn(),
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};
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vi.mock('./repository.js', () => repoMock);
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@ -107,4 +108,161 @@ describe('supportCaseRoutes', () => {
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})
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);
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});
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// ── Case Timeline ───────────────────────────────────────
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it('GET /support/cases/:id/timeline returns chronological events', async () => {
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repoMock.getCase.mockResolvedValue({
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id: 'sup_1',
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productId: 'lysnrai',
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title: 'Test',
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priority: 'high',
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source: 'manual',
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requesterUserId: 'user_1',
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createdAt: '2026-03-15T00:00:00Z',
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});
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repoMock.listNotes.mockResolvedValue([
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{
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authorId: 'admin_1',
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authorType: 'user',
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visibility: 'internal',
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body: 'Investigating',
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createdAt: '2026-03-15T01:00:00Z',
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},
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]);
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repoMock.listEscalations.mockResolvedValue([
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{
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triggeredBy: 'admin_1',
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escalatedTo: 'tier2',
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reason: 'Critical',
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createdAt: '2026-03-15T02:00:00Z',
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},
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]);
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const app = await buildApp({ sub: 'admin_1', productId: 'lysnrai', role: 'admin' });
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const res = await app.inject({ method: 'GET', url: '/api/support/cases/sup_1/timeline' });
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expect(res.statusCode).toBe(200);
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const body = res.json();
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expect(body.events).toHaveLength(3);
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expect(body.events[0].type).toBe('case_created');
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expect(body.events[1].type).toBe('internal_note');
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expect(body.events[2].type).toBe('escalation');
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});
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// ── SLA Engine ─────────────────────────────────────────
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it('GET /support/cases/:id/sla returns SLA status with breach detection', async () => {
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repoMock.getCase.mockResolvedValue({
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id: 'sup_1',
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productId: 'lysnrai',
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priority: 'critical',
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status: 'open',
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createdAt: '2026-03-15T00:00:00Z',
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updatedAt: '2026-03-15T00:00:00Z',
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});
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repoMock.listNotes.mockResolvedValue([
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{ authorType: 'user', createdAt: '2026-03-15T00:30:00Z' },
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]);
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const app = await buildApp({ sub: 'admin_1', productId: 'lysnrai', role: 'admin' });
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const res = await app.inject({ method: 'GET', url: '/api/support/cases/sup_1/sla' });
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expect(res.statusCode).toBe(200);
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const body = res.json();
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expect(body.priority).toBe('critical');
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expect(body.response.hasResponse).toBe(true);
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expect(body.target.responseHours).toBe(1);
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});
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// ── Auto-Triage ────────────────────────────────────────
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it('POST /support/cases/:id/auto-triage upgrades priority for outage keywords', async () => {
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repoMock.getCase.mockResolvedValue({
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id: 'sup_1',
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productId: 'lysnrai',
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title: 'Production outage affecting all users',
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description: 'Login service is down',
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priority: 'medium',
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tags: [],
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});
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repoMock.updateCase.mockImplementation(
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async (_id: string, _pid: string, updates: Record<string, unknown>) => ({
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...updates,
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id: 'sup_1',
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})
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);
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const app = await buildApp({ sub: 'admin_1', productId: 'lysnrai', role: 'admin' });
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const res = await app.inject({ method: 'POST', url: '/api/support/cases/sup_1/auto-triage' });
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expect(res.statusCode).toBe(200);
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const body = res.json();
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expect(body.triaged).toBe(true);
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expect(body.newPriority).toBe('critical');
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expect(body.tagsAdded).toContain('auto-triaged:critical');
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expect(body.tagsAdded).toContain('category:auth');
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});
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it('POST /support/cases/:id/auto-triage detects billing category', async () => {
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repoMock.getCase.mockResolvedValue({
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id: 'sup_2',
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productId: 'lysnrai',
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title: 'Question about billing',
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description: 'How do I update payment method?',
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priority: 'medium',
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tags: [],
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});
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repoMock.updateCase.mockImplementation(
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async (_id: string, _pid: string, updates: Record<string, unknown>) => ({
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...updates,
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id: 'sup_2',
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})
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);
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const app = await buildApp({ sub: 'admin_1', productId: 'lysnrai', role: 'admin' });
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const res = await app.inject({ method: 'POST', url: '/api/support/cases/sup_2/auto-triage' });
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expect(res.statusCode).toBe(200);
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const body = res.json();
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expect(body.newPriority).toBe('low');
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expect(body.tagsAdded).toContain('category:billing');
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});
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// ── Case Metrics ───────────────────────────────────────
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it('GET /support/metrics returns case metrics with SLA compliance', async () => {
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repoMock.listAllCases.mockResolvedValue([
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{
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id: 'sup_1',
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status: 'open',
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priority: 'high',
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source: 'manual',
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createdAt: '2026-03-15T00:00:00Z',
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updatedAt: '2026-03-15T00:00:00Z',
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},
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{
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id: 'sup_2',
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status: 'resolved',
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priority: 'medium',
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source: 'agent',
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createdAt: '2026-03-14T00:00:00Z',
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updatedAt: '2026-03-14T02:00:00Z',
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},
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{
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id: 'sup_3',
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status: 'closed',
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priority: 'low',
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source: 'customer',
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createdAt: '2026-03-13T00:00:00Z',
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updatedAt: '2026-03-13T12:00:00Z',
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},
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]);
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const app = await buildApp({ sub: 'admin_1', productId: 'lysnrai', role: 'admin' });
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const res = await app.inject({ method: 'GET', url: '/api/support/metrics' });
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expect(res.statusCode).toBe(200);
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const body = res.json();
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expect(body.total).toBe(3);
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expect(body.open).toBe(1);
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expect(body.resolved).toBe(2);
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expect(body.byStatus.open).toBe(1);
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expect(body.slaComplianceRate).toBe(100);
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});
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});
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@ -140,4 +140,213 @@ export async function supportCaseRoutes(app: FastifyInstance) {
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await repo.updateCase(id, access.productId, { status: 'escalated' });
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return repo.createEscalation(event);
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});
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// ── Case Timeline ───────────────────────────────────────
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app.get('/support/cases/:id/timeline', async req => {
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const access = requireAdmin(req);
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const { id } = req.params as { id: string };
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const supportCase = await repo.getCase(id, access.productId);
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const [notes, escalations] = await Promise.all([repo.listNotes(id), repo.listEscalations(id)]);
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const events: Array<{
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type: string;
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timestamp: string;
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actor?: string;
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details: Record<string, unknown>;
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}> = [];
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events.push({
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type: 'case_created',
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timestamp: supportCase.createdAt,
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actor: supportCase.requesterUserId,
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details: {
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title: supportCase.title,
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priority: supportCase.priority,
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source: supportCase.source,
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},
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});
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for (const note of notes) {
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events.push({
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type: note.visibility === 'internal' ? 'internal_note' : 'customer_note',
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timestamp: note.createdAt,
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actor: note.authorId,
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details: { body: note.body, authorType: note.authorType },
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});
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}
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for (const esc of escalations) {
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events.push({
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type: 'escalation',
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timestamp: esc.createdAt,
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actor: esc.triggeredBy,
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details: { escalatedTo: esc.escalatedTo, reason: esc.reason },
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});
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}
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events.sort((a, b) => a.timestamp.localeCompare(b.timestamp));
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return { caseId: id, events };
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});
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// ── SLA Engine ──────────────────────────────────────────
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const SLA_TARGETS_HOURS: Record<string, { responseHours: number; resolutionHours: number }> = {
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critical: { responseHours: 1, resolutionHours: 4 },
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high: { responseHours: 4, resolutionHours: 24 },
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medium: { responseHours: 8, resolutionHours: 72 },
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low: { responseHours: 24, resolutionHours: 168 },
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};
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app.get('/support/cases/:id/sla', async req => {
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const access = requireAdmin(req);
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const { id } = req.params as { id: string };
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const supportCase = await repo.getCase(id, access.productId);
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const notes = await repo.listNotes(id);
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const target = SLA_TARGETS_HOURS[supportCase.priority] ?? SLA_TARGETS_HOURS['medium'];
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const createdMs = new Date(supportCase.createdAt).getTime();
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const nowMs = Date.now();
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// First response = first note by a user (not system)
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const firstResponse = notes.find(n => n.authorType === 'user');
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const responseMs = firstResponse
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? new Date(firstResponse.createdAt).getTime() - createdMs
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: nowMs - createdMs;
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const isResolved = ['resolved', 'closed'].includes(supportCase.status);
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const resolutionMs = isResolved
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? new Date(supportCase.updatedAt).getTime() - createdMs
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: nowMs - createdMs;
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const responseBreached = responseMs > target.responseHours * 3600000;
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const resolutionBreached = !isResolved && resolutionMs > target.resolutionHours * 3600000;
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return {
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caseId: id,
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priority: supportCase.priority,
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target,
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response: {
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elapsedHours: Math.round((responseMs / 3600000) * 10) / 10,
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targetHours: target.responseHours,
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breached: responseBreached,
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hasResponse: !!firstResponse,
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},
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resolution: {
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elapsedHours: Math.round((resolutionMs / 3600000) * 10) / 10,
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targetHours: target.resolutionHours,
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breached: resolutionBreached,
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isResolved,
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},
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};
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});
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// ── Auto-Triage ─────────────────────────────────────────
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app.post('/support/cases/:id/auto-triage', async req => {
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const access = requireAdmin(req);
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const { id } = req.params as { id: string };
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const supportCase = await repo.getCase(id, access.productId);
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// Simple keyword-based auto-triage
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const text = `${supportCase.title} ${supportCase.description ?? ''}`.toLowerCase();
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let suggestedPriority: string = supportCase.priority;
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const tags = [...supportCase.tags];
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// Priority heuristics
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if (text.includes('outage') || text.includes('production down') || text.includes('data loss')) {
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suggestedPriority = 'critical';
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tags.push('auto-triaged:critical');
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} else if (text.includes('error') || text.includes('broken') || text.includes('failing')) {
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suggestedPriority = 'high';
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tags.push('auto-triaged:high');
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} else if (text.includes('slow') || text.includes('performance') || text.includes('timeout')) {
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suggestedPriority = 'medium';
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tags.push('auto-triaged:medium');
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} else if (text.includes('feature') || text.includes('request') || text.includes('question')) {
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suggestedPriority = 'low';
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tags.push('auto-triaged:low');
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}
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// Category detection
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if (text.includes('auth') || text.includes('login') || text.includes('password')) {
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tags.push('category:auth');
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}
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if (text.includes('billing') || text.includes('payment') || text.includes('invoice')) {
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tags.push('category:billing');
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}
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if (text.includes('api') || text.includes('endpoint') || text.includes('webhook')) {
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tags.push('category:api');
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}
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const dedupedTags = [...new Set(tags)];
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const updated = await repo.updateCase(id, access.productId, {
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priority: suggestedPriority as SupportCaseDoc['priority'],
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status: 'triaged',
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tags: dedupedTags,
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});
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return {
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triaged: true,
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previousPriority: supportCase.priority,
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newPriority: suggestedPriority,
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tagsAdded: dedupedTags.filter(t => !supportCase.tags.includes(t)),
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case: updated,
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};
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});
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// ── Case Metrics ────────────────────────────────────────
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app.get('/support/metrics', async req => {
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const access = requireAdmin(req);
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const allCases = await repo.listAllCases(access.productId);
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const byStatus: Record<string, number> = {};
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const byPriority: Record<string, number> = {};
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const bySource: Record<string, number> = {};
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let totalResolutionMs = 0;
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let resolvedCount = 0;
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let slaBreachCount = 0;
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for (const c of allCases) {
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byStatus[c.status] = (byStatus[c.status] ?? 0) + 1;
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byPriority[c.priority] = (byPriority[c.priority] ?? 0) + 1;
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bySource[c.source] = (bySource[c.source] ?? 0) + 1;
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if (['resolved', 'closed'].includes(c.status)) {
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const created = new Date(c.createdAt).getTime();
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const resolved = new Date(c.updatedAt).getTime();
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if (resolved > created) {
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totalResolutionMs += resolved - created;
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resolvedCount++;
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const target = SLA_TARGETS_HOURS[c.priority] ?? SLA_TARGETS_HOURS['medium'];
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if (resolved - created > target.resolutionHours * 3600000) {
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slaBreachCount++;
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}
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}
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}
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}
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const avgResolutionMs = resolvedCount > 0 ? Math.round(totalResolutionMs / resolvedCount) : 0;
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const openCount = allCases.filter(c => !['resolved', 'closed'].includes(c.status)).length;
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return {
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total: allCases.length,
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open: openCount,
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resolved: resolvedCount,
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byStatus,
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byPriority,
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bySource,
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avgResolutionHours: Math.round((avgResolutionMs / 3600000) * 10) / 10,
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slaBreachCount,
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slaComplianceRate:
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resolvedCount > 0
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? Math.round(((resolvedCount - slaBreachCount) / resolvedCount) * 100)
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: 100,
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};
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});
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}
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Block a user