// ============================================================================
// 工单系统 Schema
// Module: platform_tickets
// Version: v1.3
// ============================================================================

/// 工单
model Ticket {
  id                    String              @id @default(uuid()) @db.Uuid
  ticketNo              String              @unique @db.VarChar(30) @map("ticket_no")
  
  // 基本信息
  title                 String              @db.VarChar(200)
  description           String              @db.Text
  
  // 分类与优先级
  categoryId            String              @db.Uuid @map("category_id")
  category              TicketCategory      @relation(fields: [categoryId], references: [id])
  priority              TicketPriority      @default(MEDIUM)
  tags                  String[]            @default([])
  
  // 状态
  status                TicketStatus        @default(OPEN)
  
  // 人员
  creatorId             String              @db.Uuid @map("creator_id")
  assigneeId            String?             @db.Uuid @map("assignee_id")
  assigneeGroupId       String?             @db.Uuid @map("assignee_group_id")
  assigneeGroup         AssignmentGroup?    @relation(fields: [assigneeGroupId], references: [id])
  watcherIds            String[]            @default([]) @db.Uuid @map("watcher_ids")
  
  // 时间
  createdAt             DateTime            @default(now()) @map("created_at")
  updatedAt             DateTime            @updatedAt @map("updated_at")
  firstResponseAt       DateTime?           @map("first_response_at")
  resolvedAt            DateTime?           @map("resolved_at")
  closedAt              DateTime?           @map("closed_at")
  dueAt                 DateTime?           @map("due_at")
  
  // SLA
  slaId                 String?             @db.Uuid @map("sla_id")
  sla                   TicketSLA?          @relation(fields: [slaId], references: [id])
  slaBreached           Boolean             @default(false) @map("sla_breached")
  slaPausedAt           DateTime?           @map("sla_paused_at")
  slaPausedDuration     Int                 @default(0) @map("sla_paused_duration") // 秒
  
  // 满意度
  satisfactionRating    Int?                @map("satisfaction_rating") // 1-5
  satisfactionComment   String?             @db.Text @map("satisfaction_comment")
  satisfactionRatedAt   DateTime?           @map("satisfaction_rated_at")
  
  // 来源
  source                TicketSource        @default(WEB)
  externalId            String?             @db.VarChar(100) @map("external_id")
  channelMetadata       Json?               @map("channel_metadata")
  
  // 解决方案
  resolution            String?             @db.Text
  rootCause             String?             @db.Text @map("root_cause")
  
  // 关联
  relatedTicketIds      String[]            @default([]) @db.Uuid @map("related_ticket_ids")
  parentTicketId        String?             @db.Uuid @map("parent_ticket_id")
  parentTicket          Ticket?             @relation("TicketHierarchy", fields: [parentTicketId], references: [id])
  childTickets          Ticket[]            @relation("TicketHierarchy")
  
  // 审批关联
  approvalInstanceId    String?             @db.Uuid @map("approval_instance_id")
  
  // 多区域/多租户
  region                String              @default("CN") @db.VarChar(10)
  tenantId              String?             @db.Uuid @map("tenant_id")
  language              String?             @db.VarChar(10)
  
  // 合规标记
  complianceFlag        Boolean             @default(false) @map("compliance_flag")
  
  // 软删除
  deletedAt             DateTime?           @map("deleted_at")
  
  // 关联
  comments              TicketComment[]
  activities            TicketActivity[]
  attachments           TicketAttachment[]

  @@index([ticketNo])
  @@index([status])
  @@index([categoryId])
  @@index([creatorId])
  @@index([assigneeId])
  @@index([assigneeGroupId])
  @@index([createdAt])
  @@index([region])
  @@index([tenantId])
  @@index([tenantId, region])
  @@map("tickets")
  @@schema("platform_tickets")
}

/// 工单分类
model TicketCategory {
  id                    String              @id @default(uuid()) @db.Uuid
  name                  String              @db.VarChar(100)
  code                  String              @unique @db.VarChar(50)
  description           String?             @db.Text
  icon                  String?             @db.VarChar(50)
  
  // 层级
  parentId              String?             @db.Uuid @map("parent_id")
  parent                TicketCategory?     @relation("CategoryHierarchy", fields: [parentId], references: [id])
  children              TicketCategory[]    @relation("CategoryHierarchy")
  
  // 配置
  defaultPriority       TicketPriority      @default(MEDIUM) @map("default_priority")
  defaultAssigneeGroupId String?            @db.Uuid @map("default_assignee_group_id")
  defaultAssigneeGroup  AssignmentGroup?    @relation(fields: [defaultAssigneeGroupId], references: [id])
  slaId                 String?             @db.Uuid @map("sla_id")
  sla                   TicketSLA?          @relation(fields: [slaId], references: [id])
  formTemplateId        String?             @db.Uuid @map("form_template_id")
  
  // 可见性
  allowedDepartmentIds  String[]            @default([]) @db.Uuid @map("allowed_department_ids")
  allowedRoleIds        String[]            @default([]) @db.Uuid @map("allowed_role_ids")
  
  // 状态
  isActive              Boolean             @default(true) @map("is_active")
  sortOrder             Int                 @default(0) @map("sort_order")
  
  // 审计
  createdAt             DateTime            @default(now()) @map("created_at")
  updatedAt             DateTime            @updatedAt @map("updated_at")
  
  // 关联
  tickets               Ticket[]

  @@index([code])
  @@index([parentId])
  @@index([isActive])
  @@map("ticket_categories")
  @@schema("platform_tickets")
}

/// 工单评论
model TicketComment {
  id                    String              @id @default(uuid()) @db.Uuid
  ticketId              String              @db.Uuid @map("ticket_id")
  ticket                Ticket              @relation(fields: [ticketId], references: [id])
  
  // 内容
  content               String              @db.Text
  
  // 类型
  type                  CommentType         @default(COMMENT)
  isInternal            Boolean             @default(false) @map("is_internal")
  visibilityScope       VisibilityScope     @default(ALL) @map("visibility_scope")
  
  // 作者
  authorId              String              @db.Uuid @map("author_id")
  
  // @提醒
  mentionedUserIds      String[]            @default([]) @db.Uuid @map("mentioned_user_ids")
  
  // 审计
  createdAt             DateTime            @default(now()) @map("created_at")
  updatedAt             DateTime            @updatedAt @map("updated_at")
  deletedAt             DateTime?           @map("deleted_at")
  
  // 关联
  attachments           TicketAttachment[]

  @@index([ticketId])
  @@index([authorId])
  @@map("ticket_comments")
  @@schema("platform_tickets")
}

/// 工单附件
model TicketAttachment {
  id                    String              @id @default(uuid()) @db.Uuid
  ticketId              String              @db.Uuid @map("ticket_id")
  ticket                Ticket              @relation(fields: [ticketId], references: [id])
  commentId             String?             @db.Uuid @map("comment_id")
  comment               TicketComment?      @relation(fields: [commentId], references: [id])
  
  // 文件信息
  fileName              String              @db.VarChar(255) @map("file_name")
  fileUrl               String              @db.VarChar(500) @map("file_url")
  fileSize              Int                 @map("file_size")
  mimeType              String              @db.VarChar(100) @map("mime_type")
  
  // 上传者
  uploadedBy            String              @db.Uuid @map("uploaded_by")
  
  // 审计
  createdAt             DateTime            @default(now()) @map("created_at")

  @@index([ticketId])
  @@index([commentId])
  @@map("ticket_attachments")
  @@schema("platform_tickets")
}

/// 工单活动日志
model TicketActivity {
  id                    String              @id @default(uuid()) @db.Uuid
  ticketId              String              @db.Uuid @map("ticket_id")
  ticket                Ticket              @relation(fields: [ticketId], references: [id])
  
  // 活动类型
  type                  ActivityType
  
  // 活动内容
  content               Json
  
  // 操作者（null 表示系统自动操作）
  operatorId            String?             @db.Uuid @map("operator_id")
  
  // 审计
  createdAt             DateTime            @default(now()) @map("created_at")

  @@index([ticketId])
  @@index([createdAt])
  @@map("ticket_activities")
  @@schema("platform_tickets")
}

/// SLA 配置
model TicketSLA {
  id                    String              @id @default(uuid()) @db.Uuid
  name                  String              @db.VarChar(100)
  description           String?             @db.Text
  
  // 响应时间（分钟）
  firstResponseTime     Json                @map("first_response_time") // { low, medium, high, urgent }
  
  // 解决时间（分钟）
  resolutionTime        Json                @map("resolution_time")     // { low, medium, high, urgent }
  
  // 工作时间配置
  businessHours         Json                @map("business_hours")      // { start, end, timezone, weekdays }
  excludeHolidays       Boolean             @default(true) @map("exclude_holidays")
  holidayCalendarId     String?             @db.Uuid @map("holiday_calendar_id")
  
  // 升级策略
  escalationRules       Json?               @map("escalation_rules")
  
  // 状态
  isActive              Boolean             @default(true) @map("is_active")
  isDefault             Boolean             @default(false) @map("is_default")
  
  // 审计
  createdAt             DateTime            @default(now()) @map("created_at")
  updatedAt             DateTime            @updatedAt @map("updated_at")
  
  // 关联
  categories            TicketCategory[]
  tickets               Ticket[]

  @@map("ticket_slas")
  @@schema("platform_tickets")
}

/// 处理组
model AssignmentGroup {
  id                    String              @id @default(uuid()) @db.Uuid
  name                  String              @db.VarChar(100)
  code                  String              @unique @db.VarChar(50)
  description           String?             @db.Text
  
  // 成员
  memberIds             String[]            @db.Uuid @map("member_ids")
  managerId             String?             @db.Uuid @map("manager_id")
  
  // 技能
  skills                String[]            @default([])
  
  // 分配策略
  assignmentStrategy    AssignmentStrategy  @default(ROUND_ROBIN) @map("assignment_strategy")
  
  // 状态
  isActive              Boolean             @default(true) @map("is_active")
  
  // 审计
  createdAt             DateTime            @default(now()) @map("created_at")
  updatedAt             DateTime            @updatedAt @map("updated_at")
  
  // 关联
  categories            TicketCategory[]
  tickets               Ticket[]

  @@index([code])
  @@map("assignment_groups")
  @@schema("platform_tickets")
}

// ============================================================================
// 枚举定义
// ============================================================================

enum TicketStatus {
  OPEN
  ASSIGNED
  IN_PROGRESS
  PENDING
  RESOLVED
  CLOSED
  CANCELLED

  @@schema("platform_tickets")
}

enum TicketPriority {
  LOW
  MEDIUM
  HIGH
  URGENT

  @@schema("platform_tickets")
}

enum TicketSource {
  WEB
  MOBILE
  EMAIL
  API
  CHAT
  PHONE
  WALK_IN

  @@schema("platform_tickets")
}

enum CommentType {
  COMMENT
  STATUS_CHANGE
  ASSIGNMENT
  SYSTEM
  AI_CONTEXT

  @@schema("platform_tickets")
}

enum VisibilityScope {
  ALL
  AGENT_ONLY
  GROUP_ONLY
  INTERNAL

  @@schema("platform_tickets")
}

enum ActivityType {
  CREATED
  STATUS_CHANGED
  ASSIGNED
  REASSIGNED
  PRIORITY_CHANGED
  COMMENTED
  ATTACHMENT_ADDED
  SLA_BREACHED
  ESCALATED
  RESOLVED
  CLOSED
  REOPENED

  @@schema("platform_tickets")
}

enum AssignmentStrategy {
  ROUND_ROBIN
  LOAD_BALANCE
  MANUAL
  SKILL_BASED

  @@schema("platform_tickets")
}