Jonathan Miller
6fedd0e993
Tickets can now link to Joomla contact records (optional contact_id FK). Replaces single assigned_to with junction table for multi-assignee support — tickets can be assigned to multiple users and/or user groups. Updates pre-release workflow to trigger on push to dev/alpha/beta/rc.
150 lines
6.7 KiB
SQL
150 lines
6.7 KiB
SQL
--
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-- MokoSuite Helpdesk Tables
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--
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CREATE TABLE IF NOT EXISTS `#__mokosuite_ticket_categories` (
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`id` INT UNSIGNED NOT NULL AUTO_INCREMENT,
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`title` VARCHAR(255) NOT NULL,
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`alias` VARCHAR(255) NOT NULL DEFAULT '',
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`description` TEXT,
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`auto_assign_user` INT DEFAULT NULL,
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`sla_response_minutes` INT UNSIGNED NOT NULL DEFAULT 480,
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`sla_resolution_minutes` INT UNSIGNED NOT NULL DEFAULT 2880,
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`ordering` INT NOT NULL DEFAULT 0,
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`published` TINYINT NOT NULL DEFAULT 1,
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PRIMARY KEY (`id`),
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KEY `idx_alias` (`alias`)
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) ENGINE=InnoDB DEFAULT CHARSET=utf8mb4;
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CREATE TABLE IF NOT EXISTS `#__mokosuite_tickets` (
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`id` INT UNSIGNED NOT NULL AUTO_INCREMENT,
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`subject` VARCHAR(512) NOT NULL,
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`body` TEXT NOT NULL,
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`status` ENUM('open','in_progress','waiting','resolved','closed') NOT NULL DEFAULT 'open',
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`priority` ENUM('low','normal','high','urgent') NOT NULL DEFAULT 'normal',
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`category_id` INT UNSIGNED DEFAULT NULL,
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`contact_id` INT UNSIGNED DEFAULT NULL,
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`created_by` INT NOT NULL DEFAULT 0,
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`assigned_to` INT DEFAULT NULL,
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`created` DATETIME NOT NULL,
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`modified` DATETIME DEFAULT NULL,
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`resolved` DATETIME DEFAULT NULL,
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`closed` DATETIME DEFAULT NULL,
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`sla_response_due` DATETIME DEFAULT NULL,
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`sla_resolution_due` DATETIME DEFAULT NULL,
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`sla_responded` TINYINT NOT NULL DEFAULT 0,
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PRIMARY KEY (`id`),
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KEY `idx_status` (`status`),
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KEY `idx_priority` (`priority`),
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KEY `idx_assigned` (`assigned_to`),
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KEY `idx_category` (`category_id`),
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KEY `idx_contact` (`contact_id`),
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KEY `idx_created` (`created`)
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) ENGINE=InnoDB DEFAULT CHARSET=utf8mb4;
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CREATE TABLE IF NOT EXISTS `#__mokosuite_ticket_replies` (
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`id` INT UNSIGNED NOT NULL AUTO_INCREMENT,
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`ticket_id` INT UNSIGNED NOT NULL,
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`user_id` INT NOT NULL DEFAULT 0,
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`body` TEXT NOT NULL,
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`is_internal` TINYINT NOT NULL DEFAULT 0,
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`created` DATETIME NOT NULL,
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PRIMARY KEY (`id`),
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KEY `idx_ticket` (`ticket_id`),
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KEY `idx_created` (`created`)
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) ENGINE=InnoDB DEFAULT CHARSET=utf8mb4;
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CREATE TABLE IF NOT EXISTS `#__mokosuite_ticket_canned` (
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`id` INT UNSIGNED NOT NULL AUTO_INCREMENT,
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`title` VARCHAR(255) NOT NULL,
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`body` TEXT NOT NULL,
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`category_id` INT UNSIGNED DEFAULT NULL,
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`ordering` INT NOT NULL DEFAULT 0,
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PRIMARY KEY (`id`)
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) ENGINE=InnoDB DEFAULT CHARSET=utf8mb4;
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CREATE TABLE IF NOT EXISTS `#__mokosuite_ticket_automation` (
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`id` INT UNSIGNED NOT NULL AUTO_INCREMENT,
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`title` VARCHAR(255) NOT NULL,
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`trigger_event` VARCHAR(50) NOT NULL DEFAULT 'ticket_created',
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`conditions` TEXT NOT NULL DEFAULT '[]',
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`actions` TEXT NOT NULL DEFAULT '[]',
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`enabled` TINYINT NOT NULL DEFAULT 1,
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`ordering` INT NOT NULL DEFAULT 0,
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PRIMARY KEY (`id`)
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) ENGINE=InnoDB DEFAULT CHARSET=utf8mb4;
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CREATE TABLE IF NOT EXISTS `#__mokosuite_ticket_assignees` (
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`id` INT UNSIGNED NOT NULL AUTO_INCREMENT,
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`ticket_id` INT UNSIGNED NOT NULL,
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`assignee_type` ENUM('user','group') NOT NULL DEFAULT 'user',
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`assignee_id` INT NOT NULL,
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PRIMARY KEY (`id`),
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UNIQUE KEY `idx_unique_assignment` (`ticket_id`, `assignee_type`, `assignee_id`),
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KEY `idx_ticket` (`ticket_id`),
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KEY `idx_assignee` (`assignee_type`, `assignee_id`)
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) ENGINE=InnoDB DEFAULT CHARSET=utf8mb4;
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-- Default automation rules
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INSERT IGNORE INTO `#__mokosuite_ticket_automation` (`id`, `title`, `trigger_event`, `conditions`, `actions`, `enabled`, `ordering`) VALUES
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(1, 'Auto-close resolved tickets after 7 days', 'scheduled', '[{"field":"status","op":"eq","value":"resolved"},{"field":"age_hours","op":"gt","value":"168"}]', '[{"type":"set_status","value":"closed"},{"type":"add_note","value":"Auto-closed after 7 days with no response."}]', 1, 1),
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(2, 'Escalate urgent tickets with no response in 1 hour', 'scheduled', '[{"field":"priority","op":"eq","value":"urgent"},{"field":"sla_responded","op":"eq","value":"0"},{"field":"age_hours","op":"gt","value":"1"}]', '[{"type":"add_note","value":"SLA BREACH: Urgent ticket has no staff response after 1 hour."}]', 1, 2),
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(3, 'Notify on high priority ticket creation', 'ticket_created', '[{"field":"priority","op":"in","value":"high,urgent"}]', '[{"type":"add_note","value":"High/urgent ticket created — requires immediate attention."}]', 1, 3);
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-- Default categories
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INSERT IGNORE INTO `#__mokosuite_ticket_categories` (`id`, `title`, `alias`, `description`, `sla_response_minutes`, `sla_resolution_minutes`, `ordering`) VALUES
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(1, 'General Support', 'general-support', 'General questions and assistance', 480, 2880, 1),
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(2, 'Bug Report', 'bug-report', 'Report a software bug or issue', 240, 1440, 2),
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(3, 'Feature Request', 'feature-request', 'Request a new feature or enhancement', 1440, 10080, 3),
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(4, 'Billing', 'billing', 'Billing, invoicing, and payment questions', 240, 1440, 4),
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(5, 'Urgent / Outage', 'urgent-outage', 'Site down or critical issue', 60, 240, 5);
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--
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-- Privacy Guard Tables
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--
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CREATE TABLE IF NOT EXISTS `#__mokosuite_consent_log` (
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`id` INT UNSIGNED NOT NULL AUTO_INCREMENT,
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`user_id` INT NOT NULL,
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`category` VARCHAR(50) NOT NULL,
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`action` ENUM('granted','revoked') NOT NULL,
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`ip_address` VARCHAR(45) NOT NULL DEFAULT '',
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`created` DATETIME NOT NULL,
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PRIMARY KEY (`id`),
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KEY `idx_user` (`user_id`),
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KEY `idx_category` (`category`)
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) ENGINE=InnoDB DEFAULT CHARSET=utf8mb4;
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CREATE TABLE IF NOT EXISTS `#__mokosuite_data_requests` (
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`id` INT UNSIGNED NOT NULL AUTO_INCREMENT,
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`user_id` INT NOT NULL,
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`type` ENUM('export','delete','anonymize') NOT NULL,
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`status` ENUM('pending','processing','completed','denied') NOT NULL DEFAULT 'pending',
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`notes` TEXT,
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`processed_by` INT DEFAULT NULL,
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`created` DATETIME NOT NULL,
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`processed` DATETIME DEFAULT NULL,
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PRIMARY KEY (`id`),
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KEY `idx_user` (`user_id`),
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KEY `idx_status` (`status`)
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) ENGINE=InnoDB DEFAULT CHARSET=utf8mb4;
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CREATE TABLE IF NOT EXISTS `#__mokosuite_retention_policies` (
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`id` INT UNSIGNED NOT NULL AUTO_INCREMENT,
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`content_type` VARCHAR(100) NOT NULL,
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`retention_days` INT UNSIGNED NOT NULL DEFAULT 365,
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`action` ENUM('anonymize','delete','archive') NOT NULL DEFAULT 'anonymize',
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`enabled` TINYINT NOT NULL DEFAULT 1,
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`description` VARCHAR(255) NOT NULL DEFAULT '',
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PRIMARY KEY (`id`)
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) ENGINE=InnoDB DEFAULT CHARSET=utf8mb4;
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-- Default retention policies
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INSERT IGNORE INTO `#__mokosuite_retention_policies` (`id`, `content_type`, `retention_days`, `action`, `enabled`, `description`) VALUES
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(1, 'action_logs', 90, 'delete', 1, 'Delete action log entries older than 90 days'),
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(2, 'waf_logs', 30, 'delete', 1, 'Delete WAF block logs older than 30 days'),
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(3, 'sessions', 7, 'delete', 1, 'Purge expired sessions older than 7 days'),
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(4, 'inactive_users', 730, 'anonymize', 0, 'Anonymize users inactive for 2 years (disabled by default)'),
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(5, 'closed_tickets', 365, 'anonymize', 0, 'Anonymize closed tickets older than 1 year (disabled by default)');
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