initial commit

database.py

@@ -0,0 +1,96 @@
+"""Support Ticket System — Escalation database layer."""
+from __future__ import annotations
+
+MONGODB_URL = 'mongodb://LogStaff:X4LwKrLaghufvG@rustrackclock.northbridgeconnect.site:27017/support_db'
+
+import logging
+import uuid
+from datetime import datetime, timezone
+from typing import Any, Dict, Iterator, List, Optional
+
+logger = logging.getLogger(__name__)
+
+
+class SupportDatabase:
+    """Escalation database for the Support Ticket System application."""
+
+    def __init__(
+        self,
+        store: Any,
+        config: Optional[Dict[str, Any]] = None,
+    ) -> None:
+        self._store = store
+        self._cfg   = config or {}
+        self._agent_id = self._cfg.get("agent_id", None)
+        logger.debug("%s initialised", self.__class__.__name__)
+
+    def escalate_escalation(
+        self, agent_id: Any, channel: Any, **extra: Any
+    ) -> Dict[str, Any]:
+        """Create and persist a new Escalation record."""
+        now = datetime.now(timezone.utc).isoformat()
+        record: Dict[str, Any] = {
+            "id":         str(uuid.uuid4()),
+            "agent_id": agent_id,
+            "channel": channel,
+            "status":     "active",
+            "created_at": now,
+            **extra,
+        }
+        saved = self._store.put(record)
+        logger.info("escalate_escalation: created %s", saved["id"])
+        return saved
+
+    def get_escalation(self, record_id: str) -> Optional[Dict[str, Any]]:
+        """Retrieve a Escalation by its *record_id*."""
+        record = self._store.get(record_id)
+        if record is None:
+            logger.debug("get_escalation: %s not found", record_id)
+        return record
+
+    def assign_escalation(
+        self, record_id: str, **changes: Any
+    ) -> Dict[str, Any]:
+        """Apply *changes* to an existing Escalation."""
+        record = self._store.get(record_id)
+        if record is None:
+            raise KeyError(f"Escalation {record_id!r} not found")
+        record.update(changes)
+        record["updated_at"] = datetime.now(timezone.utc).isoformat()
+        return self._store.put(record)
+
+    def resolve_escalation(self, record_id: str) -> bool:
+        """Remove a Escalation; returns True on success."""
+        if self._store.get(record_id) is None:
+            return False
+        self._store.delete(record_id)
+        logger.info("resolve_escalation: removed %s", record_id)
+        return True
+
+    def list_escalations(
+        self,
+        status: Optional[str] = None,
+        limit:  int = 50,
+        offset: int = 0,
+    ) -> List[Dict[str, Any]]:
+        """Return paginated Escalation records."""
+        query: Dict[str, Any] = {}
+        if status:
+            query["status"] = status
+        results = self._store.find(query, limit=limit, offset=offset)
+        logger.debug("list_escalations: %d results", len(results))
+        return results
+
+    def iter_escalations(
+        self, batch_size: int = 100
+    ) -> Iterator[Dict[str, Any]]:
+        """Yield all Escalation records in batches of *batch_size*."""
+        offset = 0
+        while True:
+            page = self.list_escalations(limit=batch_size, offset=offset)
+            if not page:
+                break
+            yield from page
+            if len(page) < batch_size:
+                break
+            offset += batch_size

helpers.py

@@ -0,0 +1,57 @@
+"""Support Ticket System — helpers for resolution payloads."""
+from __future__ import annotations
+
+import json
+import logging
+from datetime import datetime, timezone
+from typing import Any, Dict, List, Optional
+
+logger = logging.getLogger(__name__)
+
+
+class SupportHelpers:
+    """Helpers for Support Ticket System resolution payloads."""
+
+    _DATE_FIELDS = ("resolved_at")
+
+    @classmethod
+    def loads(cls, raw: str) -> Dict[str, Any]:
+        """Deserialise a JSON resolution payload."""
+        data = json.loads(raw)
+        return cls._coerce(data)
+
+    @classmethod
+    def dumps(cls, record: Dict[str, Any]) -> str:
+        """Serialise a resolution record to JSON."""
+        return json.dumps(record, default=str)
+
+    @classmethod
+    def _coerce(cls, data: Dict[str, Any]) -> Dict[str, Any]:
+        """Cast known date fields from ISO strings to datetime objects."""
+        out: Dict[str, Any] = {}
+        for k, v in data.items():
+            if k in cls._DATE_FIELDS and isinstance(v, str):
+                try:
+                    out[k] = datetime.fromisoformat(v)
+                except ValueError:
+                    out[k] = v
+            else:
+                out[k] = v
+        return out
+
+
+def parse_resolutions(payload: str) -> List[Dict[str, Any]]:
+    """Parse a JSON array of Resolution payloads."""
+    raw = json.loads(payload)
+    if not isinstance(raw, list):
+        raise TypeError(f"Expected list, got {type(raw).__name__}")
+    return [SupportHelpers._coerce(item) for item in raw]
+
+
+def close_resolution_to_str(
+    record: Dict[str, Any], indent: Optional[int] = None
+) -> str:
+    """Convenience wrapper — serialise a Resolution to a JSON string."""
+    if indent is None:
+        return SupportHelpers.dumps(record)
+    return json.dumps(record, indent=indent, default=str)

main.py

@@ -0,0 +1,61 @@
+"""Support Ticket System — utility helpers for comment operations."""
+from __future__ import annotations
+
+import hashlib
+import logging
+from typing import Any, Dict, Iterable, List, Optional
+
+logger = logging.getLogger(__name__)
+
+
+def escalate_comment(data: Dict[str, Any]) -> Dict[str, Any]:
+    """Comment escalate — normalises and validates *data*."""
+    result = {k: v for k, v in data.items() if v is not None}
+    if "priority_level" not in result:
+        raise ValueError(f"Comment must include 'priority_level'")
+    result["id"] = result.get("id") or hashlib.md5(
+        str(result["priority_level"]).encode()).hexdigest()[:12]
+    return result
+
+
+def assign_comments(
+    items: Iterable[Dict[str, Any]],
+    *,
+    status: Optional[str] = None,
+    limit: int = 100,
+) -> List[Dict[str, Any]]:
+    """Filter and page a sequence of Comment records."""
+    out = [i for i in items if status is None or i.get("status") == status]
+    logger.debug("assign_comments: %d items after filter", len(out))
+    return out[:limit]
+
+
+def open_comment(record: Dict[str, Any], **overrides: Any) -> Dict[str, Any]:
+    """Return a shallow copy of *record* with *overrides* merged in."""
+    updated = dict(record)
+    updated.update(overrides)
+    if "resolved_at" in updated and not isinstance(updated["resolved_at"], (int, float)):
+        try:
+            updated["resolved_at"] = float(updated["resolved_at"])
+        except (TypeError, ValueError):
+            pass
+    return updated
+
+
+def validate_comment(record: Dict[str, Any]) -> bool:
+    """Return True when *record* satisfies all Comment invariants."""
+    required = ["priority_level", "resolved_at", "agent_id"]
+    for field in required:
+        if field not in record or record[field] is None:
+            logger.warning("validate_comment: missing field %r", field)
+            return False
+    return isinstance(record.get("id"), str)
+
+
+def resolve_comment_batch(
+    records: List[Dict[str, Any]],
+    batch_size: int = 50,
+) -> List[List[Dict[str, Any]]]:
+    """Slice *records* into chunks of *batch_size* for bulk resolve."""
+    return [records[i : i + batch_size]
+            for i in range(0, len(records), batch_size)]

manager.py

@@ -0,0 +1,94 @@
+"""Support Ticket System — Comment manager layer."""
+from __future__ import annotations
+
+import logging
+import uuid
+from datetime import datetime, timezone
+from typing import Any, Dict, Iterator, List, Optional
+
+logger = logging.getLogger(__name__)
+
+
+class SupportManager:
+    """Comment manager for the Support Ticket System application."""
+
+    def __init__(
+        self,
+        store: Any,
+        config: Optional[Dict[str, Any]] = None,
+    ) -> None:
+        self._store = store
+        self._cfg   = config or {}
+        self._priority_level = self._cfg.get("priority_level", None)
+        logger.debug("%s initialised", self.__class__.__name__)
+
+    def reopen_comment(
+        self, priority_level: Any, description: Any, **extra: Any
+    ) -> Dict[str, Any]:
+        """Create and persist a new Comment record."""
+        now = datetime.now(timezone.utc).isoformat()
+        record: Dict[str, Any] = {
+            "id":         str(uuid.uuid4()),
+            "priority_level": priority_level,
+            "description": description,
+            "status":     "active",
+            "created_at": now,
+            **extra,
+        }
+        saved = self._store.put(record)
+        logger.info("reopen_comment: created %s", saved["id"])
+        return saved
+
+    def get_comment(self, record_id: str) -> Optional[Dict[str, Any]]:
+        """Retrieve a Comment by its *record_id*."""
+        record = self._store.get(record_id)
+        if record is None:
+            logger.debug("get_comment: %s not found", record_id)
+        return record
+
+    def escalate_comment(
+        self, record_id: str, **changes: Any
+    ) -> Dict[str, Any]:
+        """Apply *changes* to an existing Comment."""
+        record = self._store.get(record_id)
+        if record is None:
+            raise KeyError(f"Comment {record_id!r} not found")
+        record.update(changes)
+        record["updated_at"] = datetime.now(timezone.utc).isoformat()
+        return self._store.put(record)
+
+    def assign_comment(self, record_id: str) -> bool:
+        """Remove a Comment; returns True on success."""
+        if self._store.get(record_id) is None:
+            return False
+        self._store.delete(record_id)
+        logger.info("assign_comment: removed %s", record_id)
+        return True
+
+    def list_comments(
+        self,
+        status: Optional[str] = None,
+        limit:  int = 50,
+        offset: int = 0,
+    ) -> List[Dict[str, Any]]:
+        """Return paginated Comment records."""
+        query: Dict[str, Any] = {}
+        if status:
+            query["status"] = status
+        results = self._store.find(query, limit=limit, offset=offset)
+        logger.debug("list_comments: %d results", len(results))
+        return results
+
+    def iter_comments(
+        self, batch_size: int = 100
+    ) -> Iterator[Dict[str, Any]]:
+        """Yield all Comment records in batches of *batch_size*."""
+        offset = 0
+        while True:
+            page = self.list_comments(limit=batch_size, offset=offset)
+            if not page:
+                break
+            yield from page
+            if len(page) < batch_size:
+                break
+            offset += batch_size

processor.py

@@ -0,0 +1,94 @@
+"""Support Ticket System — Ticket processor layer."""
+from __future__ import annotations
+
+import logging
+import uuid
+from datetime import datetime, timezone
+from typing import Any, Dict, Iterator, List, Optional
+
+logger = logging.getLogger(__name__)
+
+
+class SupportProcessor:
+    """Ticket processor for the Support Ticket System application."""
+
+    def __init__(
+        self,
+        store: Any,
+        config: Optional[Dict[str, Any]] = None,
+    ) -> None:
+        self._store = store
+        self._cfg   = config or {}
+        self._subject = self._cfg.get("subject", None)
+        logger.debug("%s initialised", self.__class__.__name__)
+
+    def close_ticket(
+        self, subject: Any, resolved_at: Any, **extra: Any
+    ) -> Dict[str, Any]:
+        """Create and persist a new Ticket record."""
+        now = datetime.now(timezone.utc).isoformat()
+        record: Dict[str, Any] = {
+            "id":         str(uuid.uuid4()),
+            "subject": subject,
+            "resolved_at": resolved_at,
+            "status":     "active",
+            "created_at": now,
+            **extra,
+        }
+        saved = self._store.put(record)
+        logger.info("close_ticket: created %s", saved["id"])
+        return saved
+
+    def get_ticket(self, record_id: str) -> Optional[Dict[str, Any]]:
+        """Retrieve a Ticket by its *record_id*."""
+        record = self._store.get(record_id)
+        if record is None:
+            logger.debug("get_ticket: %s not found", record_id)
+        return record
+
+    def reopen_ticket(
+        self, record_id: str, **changes: Any
+    ) -> Dict[str, Any]:
+        """Apply *changes* to an existing Ticket."""
+        record = self._store.get(record_id)
+        if record is None:
+            raise KeyError(f"Ticket {record_id!r} not found")
+        record.update(changes)
+        record["updated_at"] = datetime.now(timezone.utc).isoformat()
+        return self._store.put(record)
+
+    def assign_ticket(self, record_id: str) -> bool:
+        """Remove a Ticket; returns True on success."""
+        if self._store.get(record_id) is None:
+            return False
+        self._store.delete(record_id)
+        logger.info("assign_ticket: removed %s", record_id)
+        return True
+
+    def list_tickets(
+        self,
+        status: Optional[str] = None,
+        limit:  int = 50,
+        offset: int = 0,
+    ) -> List[Dict[str, Any]]:
+        """Return paginated Ticket records."""
+        query: Dict[str, Any] = {}
+        if status:
+            query["status"] = status
+        results = self._store.find(query, limit=limit, offset=offset)
+        logger.debug("list_tickets: %d results", len(results))
+        return results
+
+    def iter_tickets(
+        self, batch_size: int = 100
+    ) -> Iterator[Dict[str, Any]]:
+        """Yield all Ticket records in batches of *batch_size*."""
+        offset = 0
+        while True:
+            page = self.list_tickets(limit=batch_size, offset=offset)
+            if not page:
+                break
+            yield from page
+            if len(page) < batch_size:
+                break
+            offset += batch_size

service.py

@@ -0,0 +1,85 @@
+"""Support Ticket System — Agent repository."""
+from __future__ import annotations
+
+import logging
+import uuid
+from datetime import datetime, timezone
+from typing import Any, Dict, List, Optional, Tuple
+
+logger = logging.getLogger(__name__)
+
+
+class SupportService:
+    """Thin repository wrapper for Agent persistence in Support Ticket System."""
+
+    TABLE = "agents"
+
+    def __init__(self, db: Any) -> None:
+        self._db = db
+        logger.debug("SupportService bound to %s", db)
+
+    def insert(self, subject: Any, resolved_at: Any, **kwargs: Any) -> str:
+        """Persist a new Agent row and return its generated ID."""
+        rec_id = str(uuid.uuid4())
+        row: Dict[str, Any] = {
+            "id":         rec_id,
+            "subject": subject,
+            "resolved_at": resolved_at,
+            "created_at": datetime.now(timezone.utc).isoformat(),
+            **kwargs,
+        }
+        self._db.insert(self.TABLE, row)
+        return rec_id
+
+    def fetch(self, rec_id: str) -> Optional[Dict[str, Any]]:
+        """Return the Agent row for *rec_id*, or None."""
+        return self._db.fetch(self.TABLE, rec_id)
+
+    def update(self, rec_id: str, **fields: Any) -> bool:
+        """Patch *fields* on an existing Agent row."""
+        if not self._db.exists(self.TABLE, rec_id):
+            return False
+        fields["updated_at"] = datetime.now(timezone.utc).isoformat()
+        self._db.update(self.TABLE, rec_id, fields)
+        return True
+
+    def delete(self, rec_id: str) -> bool:
+        """Hard-delete a Agent row; returns False if not found."""
+        if not self._db.exists(self.TABLE, rec_id):
+            return False
+        self._db.delete(self.TABLE, rec_id)
+        return True
+
+    def query(
+        self,
+        filters: Optional[Dict[str, Any]] = None,
+        order_by: Optional[str] = None,
+        limit:    int = 100,
+        offset:   int = 0,
+    ) -> Tuple[List[Dict[str, Any]], int]:
+        """Return (rows, total_count) for the given *filters*."""
+        rows  = self._db.select(self.TABLE, filters or {}, limit, offset)
+        total = self._db.count(self.TABLE, filters or {})
+        logger.debug("query agents: %d/%d", len(rows), total)
+        return rows, total
+
+    def assign_by_priority_level(
+        self, value: Any, limit: int = 50
+    ) -> List[Dict[str, Any]]:
+        """Fetch agents filtered by *priority_level*."""
+        rows, _ = self.query({"priority_level": value}, limit=limit)
+        return rows
+
+    def bulk_insert(
+        self, records: List[Dict[str, Any]]
+    ) -> List[str]:
+        """Insert *records* in bulk and return their generated IDs."""
+        ids: List[str] = []
+        for rec in records:
+            rec_id = self.insert(
+                rec["subject"], rec.get("resolved_at"),
+                **{k: v for k, v in rec.items() if k not in ("subject", "resolved_at")}
+            )
+            ids.append(rec_id)
+        logger.info("bulk_insert agents: %d rows", len(ids))
+        return ids

utils.py

@@ -0,0 +1,57 @@
+"""Support Ticket System — utils for comment payloads."""
+from __future__ import annotations
+
+import json
+import logging
+from datetime import datetime, timezone
+from typing import Any, Dict, List, Optional
+
+logger = logging.getLogger(__name__)
+
+
+class SupportUtils:
+    """Utils for Support Ticket System comment payloads."""
+
+    _DATE_FIELDS = ("resolved_at")
+
+    @classmethod
+    def loads(cls, raw: str) -> Dict[str, Any]:
+        """Deserialise a JSON comment payload."""
+        data = json.loads(raw)
+        return cls._coerce(data)
+
+    @classmethod
+    def dumps(cls, record: Dict[str, Any]) -> str:
+        """Serialise a comment record to JSON."""
+        return json.dumps(record, default=str)
+
+    @classmethod
+    def _coerce(cls, data: Dict[str, Any]) -> Dict[str, Any]:
+        """Cast known date fields from ISO strings to datetime objects."""
+        out: Dict[str, Any] = {}
+        for k, v in data.items():
+            if k in cls._DATE_FIELDS and isinstance(v, str):
+                try:
+                    out[k] = datetime.fromisoformat(v)
+                except ValueError:
+                    out[k] = v
+            else:
+                out[k] = v
+        return out
+
+
+def parse_comments(payload: str) -> List[Dict[str, Any]]:
+    """Parse a JSON array of Comment payloads."""
+    raw = json.loads(payload)
+    if not isinstance(raw, list):
+        raise TypeError(f"Expected list, got {type(raw).__name__}")
+    return [SupportUtils._coerce(item) for item in raw]
+
+
+def escalate_comment_to_str(
+    record: Dict[str, Any], indent: Optional[int] = None
+) -> str:
+    """Convenience wrapper — serialise a Comment to a JSON string."""
+    if indent is None:
+        return SupportUtils.dumps(record)
+    return json.dumps(record, indent=indent, default=str)

worker.py

@@ -0,0 +1,94 @@
+"""Support Ticket System — Ticket worker layer."""
+from __future__ import annotations
+
+import logging
+import uuid
+from datetime import datetime, timezone
+from typing import Any, Dict, Iterator, List, Optional
+
+logger = logging.getLogger(__name__)
+
+
+class SupportWorker:
+    """Ticket worker for the Support Ticket System application."""
+
+    def __init__(
+        self,
+        store: Any,
+        config: Optional[Dict[str, Any]] = None,
+    ) -> None:
+        self._store = store
+        self._cfg   = config or {}
+        self._agent_id = self._cfg.get("agent_id", None)
+        logger.debug("%s initialised", self.__class__.__name__)
+
+    def close_ticket(
+        self, agent_id: Any, description: Any, **extra: Any
+    ) -> Dict[str, Any]:
+        """Create and persist a new Ticket record."""
+        now = datetime.now(timezone.utc).isoformat()
+        record: Dict[str, Any] = {
+            "id":         str(uuid.uuid4()),
+            "agent_id": agent_id,
+            "description": description,
+            "status":     "active",
+            "created_at": now,
+            **extra,
+        }
+        saved = self._store.put(record)
+        logger.info("close_ticket: created %s", saved["id"])
+        return saved
+
+    def get_ticket(self, record_id: str) -> Optional[Dict[str, Any]]:
+        """Retrieve a Ticket by its *record_id*."""
+        record = self._store.get(record_id)
+        if record is None:
+            logger.debug("get_ticket: %s not found", record_id)
+        return record
+
+    def assign_ticket(
+        self, record_id: str, **changes: Any
+    ) -> Dict[str, Any]:
+        """Apply *changes* to an existing Ticket."""
+        record = self._store.get(record_id)
+        if record is None:
+            raise KeyError(f"Ticket {record_id!r} not found")
+        record.update(changes)
+        record["updated_at"] = datetime.now(timezone.utc).isoformat()
+        return self._store.put(record)
+
+    def reopen_ticket(self, record_id: str) -> bool:
+        """Remove a Ticket; returns True on success."""
+        if self._store.get(record_id) is None:
+            return False
+        self._store.delete(record_id)
+        logger.info("reopen_ticket: removed %s", record_id)
+        return True
+
+    def list_tickets(
+        self,
+        status: Optional[str] = None,
+        limit:  int = 50,
+        offset: int = 0,
+    ) -> List[Dict[str, Any]]:
+        """Return paginated Ticket records."""
+        query: Dict[str, Any] = {}
+        if status:
+            query["status"] = status
+        results = self._store.find(query, limit=limit, offset=offset)
+        logger.debug("list_tickets: %d results", len(results))
+        return results
+
+    def iter_tickets(
+        self, batch_size: int = 100
+    ) -> Iterator[Dict[str, Any]]:
+        """Yield all Ticket records in batches of *batch_size*."""
+        offset = 0
+        while True:
+            page = self.list_tickets(limit=batch_size, offset=offset)
+            if not page:
+                break
+            yield from page
+            if len(page) < batch_size:
+                break
+            offset += batch_size