# Generated by Django 5.1.3 on 2026-05-24 13:55 import django.db.models.deletion import uuid from django.conf import settings from django.db import migrations, models class Migration(migrations.Migration): initial = True dependencies = [ ("organizations", "0001_initial"), ("tenants", "0001_initial"), migrations.swappable_dependency(settings.AUTH_USER_MODEL), ] operations = [ migrations.CreateModel( name="Queue", fields=[ ( "id", models.BigAutoField( auto_created=True, primary_key=True, serialize=False, verbose_name="ID" ), ), ( "is_deleted", models.BooleanField(db_index=True, default=False, verbose_name="deleted"), ), ( "deleted_at", models.DateTimeField(blank=True, null=True, verbose_name="deleted at"), ), ( "created_at", models.DateTimeField( auto_now_add=True, db_index=True, verbose_name="created at" ), ), ("updated_at", models.DateTimeField(auto_now=True, verbose_name="updated at")), ( "public_id", models.UUIDField( db_index=True, default=uuid.uuid4, editable=False, unique=True, verbose_name="public id", ), ), ("name", models.CharField(max_length=128, verbose_name="name")), ("description", models.TextField(blank=True, verbose_name="description")), ( "email_address", models.EmailField( blank=True, help_text="Inbound email address stub for future email channel.", max_length=254, verbose_name="email address", ), ), ( "is_default", models.BooleanField(db_index=True, default=False, verbose_name="is default"), ), ( "is_active", models.BooleanField(db_index=True, default=True, verbose_name="is active"), ), ("sort_order", models.PositiveIntegerField(default=0, verbose_name="sort order")), ( "created_by", models.ForeignKey( blank=True, null=True, on_delete=django.db.models.deletion.SET_NULL, related_name="+", to=settings.AUTH_USER_MODEL, verbose_name="created by", ), ), ( "deleted_by", models.ForeignKey( blank=True, null=True, on_delete=django.db.models.deletion.SET_NULL, related_name="+", to=settings.AUTH_USER_MODEL, verbose_name="deleted by", ), ), ( "organization_node", models.ForeignKey( on_delete=django.db.models.deletion.PROTECT, related_name="+", to="organizations.organizationnode", verbose_name="organization node", ), ), ( "tenant", models.ForeignKey( on_delete=django.db.models.deletion.CASCADE, related_name="+", to="tenants.tenant", verbose_name="tenant", ), ), ], options={ "verbose_name": "queue", "verbose_name_plural": "queues", "ordering": ("sort_order", "name"), }, ), migrations.CreateModel( name="Category", fields=[ ( "id", models.BigAutoField( auto_created=True, primary_key=True, serialize=False, verbose_name="ID" ), ), ( "is_deleted", models.BooleanField(db_index=True, default=False, verbose_name="deleted"), ), ( "deleted_at", models.DateTimeField(blank=True, null=True, verbose_name="deleted at"), ), ( "created_at", models.DateTimeField( auto_now_add=True, db_index=True, verbose_name="created at" ), ), ("updated_at", models.DateTimeField(auto_now=True, verbose_name="updated at")), ( "public_id", models.UUIDField( db_index=True, default=uuid.uuid4, editable=False, unique=True, verbose_name="public id", ), ), ("name", models.CharField(max_length=128, verbose_name="name")), ("description", models.TextField(blank=True, verbose_name="description")), ( "is_active", models.BooleanField(db_index=True, default=True, verbose_name="is active"), ), ("sort_order", models.PositiveIntegerField(default=0, verbose_name="sort order")), ( "deleted_by", models.ForeignKey( blank=True, null=True, on_delete=django.db.models.deletion.SET_NULL, related_name="+", to=settings.AUTH_USER_MODEL, verbose_name="deleted by", ), ), ( "organization_node", models.ForeignKey( on_delete=django.db.models.deletion.PROTECT, related_name="+", to="organizations.organizationnode", verbose_name="organization node", ), ), ( "parent", models.ForeignKey( blank=True, null=True, on_delete=django.db.models.deletion.SET_NULL, related_name="children", to="helpdesk.category", verbose_name="parent", ), ), ( "tenant", models.ForeignKey( on_delete=django.db.models.deletion.CASCADE, related_name="+", to="tenants.tenant", verbose_name="tenant", ), ), ( "queue", models.ForeignKey( blank=True, null=True, on_delete=django.db.models.deletion.SET_NULL, related_name="categories", to="helpdesk.queue", verbose_name="queue", ), ), ], options={ "verbose_name": "category", "verbose_name_plural": "categories", "ordering": ("sort_order", "name"), }, ), migrations.CreateModel( name="SLAPolicy", fields=[ ( "id", models.BigAutoField( auto_created=True, primary_key=True, serialize=False, verbose_name="ID" ), ), ( "created_at", models.DateTimeField( auto_now_add=True, db_index=True, verbose_name="created at" ), ), ("updated_at", models.DateTimeField(auto_now=True, verbose_name="updated at")), ( "public_id", models.UUIDField( db_index=True, default=uuid.uuid4, editable=False, unique=True, verbose_name="public id", ), ), ("name", models.CharField(max_length=128, verbose_name="name")), ("description", models.TextField(blank=True, verbose_name="description")), ( "first_response_hours", models.PositiveIntegerField( default=8, help_text="Target hours to first public reply.", verbose_name="first response hours", ), ), ( "next_response_hours", models.PositiveIntegerField( default=24, help_text="Target hours between subsequent replies.", verbose_name="next response hours", ), ), ( "resolution_hours", models.PositiveIntegerField( default=72, help_text="Target hours to resolution.", verbose_name="resolution hours", ), ), ( "business_hours_only", models.BooleanField( default=False, help_text="When True, pause timers outside configured business hours.", verbose_name="business hours only", ), ), ( "is_active", models.BooleanField(db_index=True, default=True, verbose_name="is active"), ), ( "organization_node", models.ForeignKey( on_delete=django.db.models.deletion.PROTECT, related_name="+", to="organizations.organizationnode", verbose_name="organization node", ), ), ( "tenant", models.ForeignKey( on_delete=django.db.models.deletion.CASCADE, related_name="+", to="tenants.tenant", verbose_name="tenant", ), ), ], options={ "verbose_name": "SLA policy", "verbose_name_plural": "SLA policies", "ordering": ("name",), }, ), migrations.AddField( model_name="queue", name="default_sla_policy", field=models.ForeignKey( blank=True, null=True, on_delete=django.db.models.deletion.SET_NULL, related_name="queues_using_as_default", to="helpdesk.slapolicy", verbose_name="default SLA policy", ), ), migrations.CreateModel( name="Tag", fields=[ ( "id", models.BigAutoField( auto_created=True, primary_key=True, serialize=False, verbose_name="ID" ), ), ( "created_at", models.DateTimeField( auto_now_add=True, db_index=True, verbose_name="created at" ), ), ("updated_at", models.DateTimeField(auto_now=True, verbose_name="updated at")), ("name", models.CharField(max_length=64, verbose_name="name")), ( "color", models.CharField( blank=True, default="#6B7280", help_text="Hex color, e.g. #3B82F6", max_length=7, verbose_name="color", ), ), ( "is_active", models.BooleanField(db_index=True, default=True, verbose_name="is active"), ), ( "tenant", models.ForeignKey( on_delete=django.db.models.deletion.CASCADE, related_name="helpdesk_tags", to="tenants.tenant", verbose_name="tenant", ), ), ], options={ "verbose_name": "tag", "verbose_name_plural": "tags", "ordering": ("name",), }, ), migrations.CreateModel( name="Ticket", fields=[ ( "id", models.BigAutoField( auto_created=True, primary_key=True, serialize=False, verbose_name="ID" ), ), ( "is_deleted", models.BooleanField(db_index=True, default=False, verbose_name="deleted"), ), ( "deleted_at", models.DateTimeField(blank=True, null=True, verbose_name="deleted at"), ), ( "created_at", models.DateTimeField( auto_now_add=True, db_index=True, verbose_name="created at" ), ), ("updated_at", models.DateTimeField(auto_now=True, verbose_name="updated at")), ( "public_id", models.UUIDField( db_index=True, default=uuid.uuid4, editable=False, unique=True, verbose_name="public id", ), ), ("subject", models.CharField(max_length=512, verbose_name="subject")), ( "description", models.TextField( blank=True, help_text="Initial message body from the requester.", verbose_name="description", ), ), ( "status", models.CharField( choices=[ ("new", "New"), ("open", "Open"), ("pending", "Pending"), ("on_hold", "On Hold"), ("solved", "Solved"), ("closed", "Closed"), ], db_index=True, default="new", max_length=16, verbose_name="status", ), ), ( "priority", models.CharField( choices=[ ("low", "Low"), ("normal", "Normal"), ("high", "High"), ("urgent", "Urgent"), ("critical", "Critical"), ], db_index=True, default="normal", max_length=16, verbose_name="priority", ), ), ( "channel", models.CharField( choices=[ ("web", "Web"), ("email", "Email"), ("portal", "Portal"), ("api", "API"), ("phone", "Phone"), ], db_index=True, default="web", max_length=16, verbose_name="channel", ), ), ( "requester_email", models.EmailField(blank=True, max_length=254, verbose_name="requester email"), ), ( "requester_name", models.CharField(blank=True, max_length=256, verbose_name="requester name"), ), ( "assigned_at", models.DateTimeField(blank=True, null=True, verbose_name="assigned at"), ), ( "escalated_at", models.DateTimeField(blank=True, null=True, verbose_name="escalated at"), ), ( "escalation_reason", models.TextField(blank=True, verbose_name="escalation reason"), ), ( "first_response_due_at", models.DateTimeField( blank=True, db_index=True, null=True, verbose_name="first response due at" ), ), ( "resolution_due_at", models.DateTimeField( blank=True, db_index=True, null=True, verbose_name="resolution due at" ), ), ( "first_responded_at", models.DateTimeField(blank=True, null=True, verbose_name="first responded at"), ), ( "resolved_at", models.DateTimeField(blank=True, null=True, verbose_name="resolved at"), ), ( "closed_at", models.DateTimeField(blank=True, null=True, verbose_name="closed at"), ), ( "satisfaction_rating", models.PositiveSmallIntegerField( blank=True, help_text="1–5 star rating from the requester.", null=True, verbose_name="satisfaction rating", ), ), ( "satisfaction_comment", models.TextField(blank=True, verbose_name="satisfaction comment"), ), ( "custom_fields", models.JSONField(blank=True, default=dict, verbose_name="custom fields"), ), ( "assigned_to", models.ForeignKey( blank=True, null=True, on_delete=django.db.models.deletion.SET_NULL, related_name="helpdesk_assigned_tickets", to=settings.AUTH_USER_MODEL, verbose_name="assigned to", ), ), ( "category", models.ForeignKey( blank=True, null=True, on_delete=django.db.models.deletion.SET_NULL, related_name="tickets", to="helpdesk.category", verbose_name="category", ), ), ( "created_by", models.ForeignKey( blank=True, null=True, on_delete=django.db.models.deletion.SET_NULL, related_name="+", to=settings.AUTH_USER_MODEL, verbose_name="created by", ), ), ( "deleted_by", models.ForeignKey( blank=True, null=True, on_delete=django.db.models.deletion.SET_NULL, related_name="+", to=settings.AUTH_USER_MODEL, verbose_name="deleted by", ), ), ( "escalated_to", models.ForeignKey( blank=True, null=True, on_delete=django.db.models.deletion.SET_NULL, related_name="helpdesk_escalated_tickets", to=settings.AUTH_USER_MODEL, verbose_name="escalated to", ), ), ( "organization_node", models.ForeignKey( on_delete=django.db.models.deletion.PROTECT, related_name="+", to="organizations.organizationnode", verbose_name="organization node", ), ), ( "queue", models.ForeignKey( on_delete=django.db.models.deletion.PROTECT, related_name="tickets", to="helpdesk.queue", verbose_name="queue", ), ), ( "requester", models.ForeignKey( blank=True, null=True, on_delete=django.db.models.deletion.SET_NULL, related_name="helpdesk_tickets_as_requester", to=settings.AUTH_USER_MODEL, verbose_name="requester", ), ), ( "sla_policy", models.ForeignKey( blank=True, null=True, on_delete=django.db.models.deletion.SET_NULL, related_name="tickets", to="helpdesk.slapolicy", verbose_name="SLA policy", ), ), ( "tenant", models.ForeignKey( on_delete=django.db.models.deletion.CASCADE, related_name="+", to="tenants.tenant", verbose_name="tenant", ), ), ], options={ "verbose_name": "ticket", "verbose_name_plural": "tickets", "ordering": ("-created_at",), }, ), migrations.CreateModel( name="SLATimer", fields=[ ( "id", models.BigAutoField( auto_created=True, primary_key=True, serialize=False, verbose_name="ID" ), ), ( "created_at", models.DateTimeField( auto_now_add=True, db_index=True, verbose_name="created at" ), ), ("updated_at", models.DateTimeField(auto_now=True, verbose_name="updated at")), ( "breach_type", models.CharField( choices=[ ("first_response", "First Response"), ("resolution", "Resolution"), ], db_index=True, max_length=32, verbose_name="breach type", ), ), ("started_at", models.DateTimeField(auto_now_add=True, verbose_name="started at")), ("due_at", models.DateTimeField(db_index=True, verbose_name="due at")), ( "is_paused", models.BooleanField(db_index=True, default=False, verbose_name="is paused"), ), ( "paused_at", models.DateTimeField(blank=True, null=True, verbose_name="paused at"), ), ( "paused_seconds", models.PositiveBigIntegerField( default=0, help_text="Cumulative seconds spent paused; subtracted from effective due_at.", verbose_name="paused seconds", ), ), ( "breached_at", models.DateTimeField(blank=True, null=True, verbose_name="breached at"), ), ( "is_resolved", models.BooleanField(db_index=True, default=False, verbose_name="is resolved"), ), ( "resolved_at", models.DateTimeField(blank=True, null=True, verbose_name="resolved at"), ), ( "policy", models.ForeignKey( on_delete=django.db.models.deletion.PROTECT, related_name="timers", to="helpdesk.slapolicy", verbose_name="policy", ), ), ( "ticket", models.ForeignKey( on_delete=django.db.models.deletion.CASCADE, related_name="sla_timers", to="helpdesk.ticket", verbose_name="ticket", ), ), ], options={ "verbose_name": "SLA timer", "verbose_name_plural": "SLA timers", }, ), migrations.CreateModel( name="TicketReply", fields=[ ( "id", models.BigAutoField( auto_created=True, primary_key=True, serialize=False, verbose_name="ID" ), ), ( "is_deleted", models.BooleanField(db_index=True, default=False, verbose_name="deleted"), ), ( "deleted_at", models.DateTimeField(blank=True, null=True, verbose_name="deleted at"), ), ( "created_at", models.DateTimeField( auto_now_add=True, db_index=True, verbose_name="created at" ), ), ("updated_at", models.DateTimeField(auto_now=True, verbose_name="updated at")), ( "public_id", models.UUIDField( db_index=True, default=uuid.uuid4, editable=False, unique=True, verbose_name="public id", ), ), ( "author_email", models.EmailField(blank=True, max_length=254, verbose_name="author email"), ), ( "author_name", models.CharField(blank=True, max_length=256, verbose_name="author name"), ), ("body", models.TextField(verbose_name="body")), ( "html_body", models.TextField( blank=True, help_text="Sanitized HTML version; generated from ``body`` when blank.", verbose_name="HTML body", ), ), ( "is_internal", models.BooleanField( db_index=True, default=False, help_text="True = internal note visible to agents only.", verbose_name="is internal", ), ), ( "channel", models.CharField( choices=[ ("web", "Web"), ("email", "Email"), ("portal", "Portal"), ("api", "API"), ], default="web", max_length=16, verbose_name="channel", ), ), ( "author", models.ForeignKey( blank=True, null=True, on_delete=django.db.models.deletion.SET_NULL, related_name="helpdesk_replies", to=settings.AUTH_USER_MODEL, verbose_name="author", ), ), ( "deleted_by", models.ForeignKey( blank=True, null=True, on_delete=django.db.models.deletion.SET_NULL, related_name="+", to=settings.AUTH_USER_MODEL, verbose_name="deleted by", ), ), ( "ticket", models.ForeignKey( on_delete=django.db.models.deletion.CASCADE, related_name="replies", to="helpdesk.ticket", verbose_name="ticket", ), ), ], options={ "verbose_name": "ticket reply", "verbose_name_plural": "ticket replies", "ordering": ("created_at",), }, ), migrations.CreateModel( name="TicketTag", fields=[ ( "id", models.BigAutoField( auto_created=True, primary_key=True, serialize=False, verbose_name="ID" ), ), ( "created_at", models.DateTimeField( auto_now_add=True, db_index=True, verbose_name="created at" ), ), ("updated_at", models.DateTimeField(auto_now=True, verbose_name="updated at")), ( "added_by", models.ForeignKey( blank=True, null=True, on_delete=django.db.models.deletion.SET_NULL, related_name="+", to=settings.AUTH_USER_MODEL, ), ), ( "tag", models.ForeignKey( on_delete=django.db.models.deletion.CASCADE, related_name="ticket_tags", to="helpdesk.tag", ), ), ( "ticket", models.ForeignKey( on_delete=django.db.models.deletion.CASCADE, related_name="ticket_tags", to="helpdesk.ticket", ), ), ], options={ "verbose_name": "ticket tag", "verbose_name_plural": "ticket tags", }, ), migrations.AddField( model_name="ticket", name="tags", field=models.ManyToManyField( blank=True, related_name="tickets", through="helpdesk.TicketTag", to="helpdesk.tag", verbose_name="tags", ), ), migrations.CreateModel( name="Automation", fields=[ ( "id", models.BigAutoField( auto_created=True, primary_key=True, serialize=False, verbose_name="ID" ), ), ( "created_at", models.DateTimeField( auto_now_add=True, db_index=True, verbose_name="created at" ), ), ("updated_at", models.DateTimeField(auto_now=True, verbose_name="updated at")), ( "public_id", models.UUIDField( db_index=True, default=uuid.uuid4, editable=False, unique=True, verbose_name="public id", ), ), ("name", models.CharField(max_length=128, verbose_name="name")), ("description", models.TextField(blank=True, verbose_name="description")), ( "trigger", models.CharField( choices=[ ("ticket_created", "Ticket Created"), ("ticket_updated", "Ticket Updated"), ("ticket_status_changed", "Status Changed"), ("reply_added", "Reply Added"), ("time_elapsed", "Time Elapsed"), ], db_index=True, default="ticket_created", max_length=32, verbose_name="trigger", ), ), ( "conditions", models.JSONField( blank=True, default=list, help_text="List of condition objects evaluated with implicit AND logic.", verbose_name="conditions", ), ), ( "actions", models.JSONField( blank=True, default=list, help_text="Ordered list of action objects to execute when conditions pass.", verbose_name="actions", ), ), ( "is_active", models.BooleanField(db_index=True, default=True, verbose_name="is active"), ), ( "sort_order", models.PositiveIntegerField( default=0, help_text="Lower values run first.", verbose_name="sort order" ), ), ("run_count", models.PositiveBigIntegerField(default=0, verbose_name="run count")), ( "last_run_at", models.DateTimeField(blank=True, null=True, verbose_name="last run at"), ), ( "organization_node", models.ForeignKey( on_delete=django.db.models.deletion.PROTECT, related_name="+", to="organizations.organizationnode", verbose_name="organization node", ), ), ( "tenant", models.ForeignKey( on_delete=django.db.models.deletion.CASCADE, related_name="+", to="tenants.tenant", verbose_name="tenant", ), ), ], options={ "verbose_name": "automation", "verbose_name_plural": "automations", "ordering": ("sort_order", "name"), "indexes": [ models.Index( fields=["tenant", "trigger", "is_active"], name="helpdesk_au_tenant__6ee399_idx", ) ], }, ), migrations.AddIndex( model_name="category", index=models.Index( fields=["tenant", "queue", "is_active"], name="helpdesk_ca_tenant__4ab1d2_idx" ), ), migrations.AddIndex( model_name="slapolicy", index=models.Index( fields=["tenant", "is_active"], name="helpdesk_sl_tenant__808406_idx" ), ), migrations.AddIndex( model_name="queue", index=models.Index( fields=["tenant", "is_active", "sort_order"], name="helpdesk_qu_tenant__1899d7_idx" ), ), migrations.AddConstraint( model_name="tag", constraint=models.UniqueConstraint( fields=("tenant", "name"), name="helpdesk_tag_unique_per_tenant" ), ), migrations.AddIndex( model_name="slatimer", index=models.Index( fields=["due_at", "is_paused", "is_resolved"], name="helpdesk_sl_due_at_7c77dd_idx" ), ), migrations.AddConstraint( model_name="slatimer", constraint=models.UniqueConstraint( fields=("ticket", "breach_type"), name="helpdesk_sla_timer_unique" ), ), migrations.AddIndex( model_name="ticketreply", index=models.Index( fields=["ticket", "is_internal", "created_at"], name="helpdesk_ti_ticket__6f58b3_idx", ), ), migrations.AddConstraint( model_name="tickettag", constraint=models.UniqueConstraint( fields=("ticket", "tag"), name="helpdesk_ticket_tag_unique" ), ), migrations.AddIndex( model_name="ticket", index=models.Index( fields=["tenant", "status", "-created_at"], name="helpdesk_ti_tenant__a6544e_idx" ), ), migrations.AddIndex( model_name="ticket", index=models.Index( fields=["tenant", "queue", "status"], name="helpdesk_ti_tenant__8b7729_idx" ), ), migrations.AddIndex( model_name="ticket", index=models.Index( fields=["tenant", "assigned_to", "status"], name="helpdesk_ti_tenant__633e73_idx" ), ), migrations.AddIndex( model_name="ticket", index=models.Index( fields=["tenant", "priority", "status"], name="helpdesk_ti_tenant__da3b4f_idx" ), ), migrations.AddIndex( model_name="ticket", index=models.Index( fields=["tenant", "first_response_due_at"], name="helpdesk_ti_tenant__74801e_idx" ), ), migrations.AddIndex( model_name="ticket", index=models.Index( fields=["tenant", "resolution_due_at"], name="helpdesk_ti_tenant__ccbcdc_idx" ), ), ]