422 lines
17 KiB
Python
422 lines
17 KiB
Python
from datetime import datetime
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from flask_login import UserMixin
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from werkzeug.security import generate_password_hash, check_password_hash
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from app import db
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# ─── Enumerations ────────────────────────────────────────────────────────────
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class UserRole:
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EMPLOYEE = 'employee'
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IT_STAFF = 'it_staff'
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ADMIN = 'admin'
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class TicketStatus:
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OPEN = 'open'
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IN_PROGRESS = 'in_progress'
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PENDING = 'pending'
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RESOLVED = 'resolved'
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CLOSED = 'closed'
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class TicketPriority:
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LOW = 'low'
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MEDIUM = 'medium'
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HIGH = 'high'
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CRITICAL = 'critical'
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class TicketCategory:
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HARDWARE = 'hardware'
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SOFTWARE = 'software'
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NETWORK = 'network'
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ACCESS = 'access'
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EMAIL = 'email'
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PRINTER = 'printer'
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PHONE = 'phone'
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SECURITY = 'security'
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OTHER = 'other'
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class NotificationType:
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TICKET_CREATED = 'ticket_created'
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TICKET_UPDATED = 'ticket_updated'
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TICKET_ASSIGNED = 'ticket_assigned'
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COMMENT_ADDED = 'comment_added'
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STATUS_CHANGED = 'status_changed'
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TICKET_RESOLVED = 'ticket_resolved'
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TICKET_CLOSED = 'ticket_closed'
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MENTION = 'mention'
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# ─── Models ──────────────────────────────────────────────────────────────────
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class User(UserMixin, db.Model):
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__tablename__ = 'users'
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id = db.Column(db.Integer, primary_key=True)
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email = db.Column(db.String(120), unique=True, nullable=False, index=True)
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username = db.Column(db.String(64), unique=True, nullable=False, index=True)
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full_name = db.Column(db.String(128), nullable=False)
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password_hash= db.Column(db.String(256), nullable=False)
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role = db.Column(db.String(20), default=UserRole.EMPLOYEE, nullable=False)
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department = db.Column(db.String(100))
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phone = db.Column(db.String(20))
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avatar_url = db.Column(db.String(256))
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is_active = db.Column(db.Boolean, default=True, nullable=False)
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email_notif = db.Column(db.Boolean, default=True, nullable=False)
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web_notif = db.Column(db.Boolean, default=True, nullable=False)
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created_at = db.Column(db.DateTime, default=datetime.utcnow)
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last_login = db.Column(db.DateTime)
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# Relationships
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created_tickets = db.relationship('Ticket', foreign_keys='Ticket.created_by_id', backref='creator', lazy='dynamic')
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assigned_tickets = db.relationship('Ticket', foreign_keys='Ticket.assigned_to_id', backref='assignee', lazy='dynamic')
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comments = db.relationship('Comment', backref='author', lazy='dynamic')
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notifications = db.relationship('Notification', backref='recipient', lazy='dynamic')
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activity_logs = db.relationship('ActivityLog', backref='user', lazy='dynamic')
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def set_password(self, password):
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self.password_hash = generate_password_hash(password)
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def check_password(self, password):
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return check_password_hash(self.password_hash, password)
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@property
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def is_it_staff(self):
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return self.role in (UserRole.IT_STAFF, UserRole.ADMIN)
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@property
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def is_admin(self):
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return self.role == UserRole.ADMIN
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def __repr__(self):
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return f'<User {self.username}>'
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class Ticket(db.Model):
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__tablename__ = 'tickets'
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id = db.Column(db.Integer, primary_key=True)
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ticket_number = db.Column(db.String(20), unique=True, nullable=False, index=True)
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title = db.Column(db.String(200), nullable=False)
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description = db.Column(db.Text, nullable=False)
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category = db.Column(db.String(50), default=TicketCategory.OTHER, nullable=False)
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priority = db.Column(db.String(20), default=TicketPriority.MEDIUM, nullable=False)
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status = db.Column(db.String(20), default=TicketStatus.OPEN, nullable=False, index=True)
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location = db.Column(db.String(100))
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asset_tag = db.Column(db.String(50))
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created_by_id = db.Column(db.Integer, db.ForeignKey('users.id'), nullable=False)
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assigned_to_id = db.Column(db.Integer, db.ForeignKey('users.id'))
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created_at = db.Column(db.DateTime, default=datetime.utcnow, index=True)
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updated_at = db.Column(db.DateTime, default=datetime.utcnow, onupdate=datetime.utcnow)
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resolved_at = db.Column(db.DateTime)
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closed_at = db.Column(db.DateTime)
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due_date = db.Column(db.DateTime)
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ai_generated = db.Column(db.Boolean, default=False)
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internal_notes = db.Column(db.Text)
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resolution_notes = db.Column(db.Text)
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# When an IT staff member creates a ticket on behalf of an employee
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# (e.g. from a phone call or email), this column records who filed it.
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# NULL means the ticket was self-submitted by the employee.
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created_by_staff_id = db.Column(db.Integer, db.ForeignKey('users.id'), nullable=True)
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filed_by_staff = db.relationship('User', foreign_keys='Ticket.created_by_staff_id')
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# Relationships
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comments = db.relationship('Comment', backref='ticket', lazy='dynamic', cascade='all, delete-orphan')
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attachments = db.relationship('Attachment', backref='ticket', lazy='dynamic', cascade='all, delete-orphan')
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notifications= db.relationship('Notification', backref='ticket', lazy='dynamic', cascade='all, delete-orphan')
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history = db.relationship('TicketHistory', backref='ticket', lazy='dynamic', cascade='all, delete-orphan')
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def generate_ticket_number(self):
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"""Generate a unique ticket number like TKT-20240101-0001.
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Concurrency safety
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------------------
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The naive approach — query the last ticket, increment its sequence,
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then insert — has a TOCTOU race: two concurrent requests can both read
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the same "last" ticket and generate the same next number, causing an
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IntegrityError at commit time.
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We eliminate the race by appending FOR UPDATE to the SELECT. This
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acquires a row-level write lock on the last matching ticket for the
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duration of the current transaction, serialising concurrent callers
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through the database rather than through application code. The lock is
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released automatically when the transaction commits or rolls back.
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MySQL / MariaDB: with_for_update() emits SELECT … FOR UPDATE.
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SQLite (dev/test): SELECT … FOR UPDATE is silently ignored, which is
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acceptable because SQLite's connection-level locking already prevents
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concurrent writes in practice.
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"""
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date_str = datetime.utcnow().strftime('%Y%m%d')
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last = (
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Ticket.query
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.filter(Ticket.ticket_number.like(f'TKT-{date_str}-%'))
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.order_by(Ticket.id.desc())
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.with_for_update() # acquires a write lock; serialises concurrent callers
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.first()
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)
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if last:
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seq = int(last.ticket_number.split('-')[-1]) + 1
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else:
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seq = 1
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return f'TKT-{date_str}-{seq:04d}'
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@property
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def priority_color(self):
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return {
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TicketPriority.LOW: 'success',
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TicketPriority.MEDIUM: 'warning',
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TicketPriority.HIGH: 'danger',
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TicketPriority.CRITICAL: 'dark',
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}.get(self.priority, 'secondary')
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@property
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def status_color(self):
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return {
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TicketStatus.OPEN: 'primary',
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TicketStatus.IN_PROGRESS: 'info',
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TicketStatus.PENDING: 'warning',
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TicketStatus.RESOLVED: 'success',
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TicketStatus.CLOSED: 'secondary',
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}.get(self.status, 'secondary')
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def __repr__(self):
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return f'<Ticket {self.ticket_number}>'
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class Comment(db.Model):
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__tablename__ = 'comments'
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id = db.Column(db.Integer, primary_key=True)
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ticket_id = db.Column(db.Integer, db.ForeignKey('tickets.id'), nullable=False)
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author_id = db.Column(db.Integer, db.ForeignKey('users.id'), nullable=False)
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body = db.Column(db.Text, nullable=False)
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is_internal = db.Column(db.Boolean, default=False) # IT-only internal note
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created_at = db.Column(db.DateTime, default=datetime.utcnow)
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updated_at = db.Column(db.DateTime, default=datetime.utcnow, onupdate=datetime.utcnow)
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attachments = db.relationship('Attachment', backref='comment', lazy='dynamic')
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def __repr__(self):
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return f'<Comment {self.id} on Ticket {self.ticket_id}>'
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class Attachment(db.Model):
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__tablename__ = 'attachments'
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id = db.Column(db.Integer, primary_key=True)
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ticket_id = db.Column(db.Integer, db.ForeignKey('tickets.id'))
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comment_id = db.Column(db.Integer, db.ForeignKey('comments.id'))
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filename = db.Column(db.String(256), nullable=False)
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stored_name = db.Column(db.String(256), nullable=False)
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file_size = db.Column(db.Integer)
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mime_type = db.Column(db.String(100))
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uploaded_by = db.Column(db.Integer, db.ForeignKey('users.id'))
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uploaded_at = db.Column(db.DateTime, default=datetime.utcnow)
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uploader = db.relationship('User', foreign_keys=[uploaded_by])
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def __repr__(self):
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return f'<Attachment {self.filename}>'
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class Notification(db.Model):
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__tablename__ = 'notifications'
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id = db.Column(db.Integer, primary_key=True)
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user_id = db.Column(db.Integer, db.ForeignKey('users.id'), nullable=False)
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ticket_id = db.Column(db.Integer, db.ForeignKey('tickets.id'))
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type = db.Column(db.String(50), nullable=False)
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title = db.Column(db.String(200), nullable=False)
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message = db.Column(db.Text)
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is_read = db.Column(db.Boolean, default=False, index=True)
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created_at = db.Column(db.DateTime, default=datetime.utcnow, index=True)
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link = db.Column(db.String(256))
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def __repr__(self):
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return f'<Notification {self.id} for User {self.user_id}>'
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class TicketHistory(db.Model):
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__tablename__ = 'ticket_history'
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id = db.Column(db.Integer, primary_key=True)
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ticket_id = db.Column(db.Integer, db.ForeignKey('tickets.id'), nullable=False)
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changed_by = db.Column(db.Integer, db.ForeignKey('users.id'), nullable=False)
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field_name = db.Column(db.String(50), nullable=False)
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old_value = db.Column(db.Text)
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new_value = db.Column(db.Text)
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changed_at = db.Column(db.DateTime, default=datetime.utcnow)
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changer = db.relationship('User', foreign_keys=[changed_by])
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def __repr__(self):
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return f'<TicketHistory {self.id}>'
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class ActivityLog(db.Model):
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__tablename__ = 'activity_logs'
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id = db.Column(db.Integer, primary_key=True)
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user_id = db.Column(db.Integer, db.ForeignKey('users.id', ondelete='SET NULL'))
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action = db.Column(db.String(100), nullable=False)
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entity_type = db.Column(db.String(50))
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entity_id = db.Column(db.Integer)
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details = db.Column(db.Text)
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ip_address = db.Column(db.String(45))
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created_at = db.Column(db.DateTime, default=datetime.utcnow, index=True)
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def __repr__(self):
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return f'<ActivityLog {self.action} by User {self.user_id}>'
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class KnowledgeBase(db.Model):
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__tablename__ = 'knowledge_base'
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id = db.Column(db.Integer, primary_key=True)
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title = db.Column(db.String(200), nullable=False)
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body = db.Column(db.Text, nullable=False)
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category = db.Column(db.String(50))
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tags = db.Column(db.String(256))
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author_id = db.Column(db.Integer, db.ForeignKey('users.id'))
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is_published= db.Column(db.Boolean, default=True)
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view_count = db.Column(db.Integer, default=0)
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created_at = db.Column(db.DateTime, default=datetime.utcnow)
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updated_at = db.Column(db.DateTime, default=datetime.utcnow, onupdate=datetime.utcnow)
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author = db.relationship('User', foreign_keys=[author_id])
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def __repr__(self):
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return f'<KnowledgeBase {self.title}>'
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class KBAttachment(db.Model):
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"""Files and images attached to a Knowledge Base article."""
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__tablename__ = 'kb_attachments'
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id = db.Column(db.Integer, primary_key=True)
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article_id = db.Column(db.Integer, db.ForeignKey('knowledge_base.id'), nullable=False)
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filename = db.Column(db.String(256), nullable=False) # original name
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stored_name = db.Column(db.String(256), nullable=False) # UUID-based on disk
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mime_type = db.Column(db.String(100))
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file_size = db.Column(db.Integer)
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uploaded_by = db.Column(db.Integer, db.ForeignKey('users.id'))
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uploaded_at = db.Column(db.DateTime, default=datetime.utcnow)
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article = db.relationship('KnowledgeBase', backref=db.backref('attachments', lazy='dynamic', cascade='all, delete-orphan'))
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uploader = db.relationship('User', foreign_keys=[uploaded_by])
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@property
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def url(self):
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return f'/admin/kb/files/{self.stored_name}'
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def __repr__(self):
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return f'<KBAttachment {self.filename}>'
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class SystemSetting(db.Model):
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"""Key-value store for application-wide configuration flags.
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Values are persisted as strings; helper class methods handle
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typed access so callers never touch raw strings directly.
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"""
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__tablename__ = 'system_settings'
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id = db.Column(db.Integer, primary_key=True)
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key = db.Column(db.String(100), unique=True, nullable=False, index=True)
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value = db.Column(db.String(500), nullable=False)
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description = db.Column(db.String(256))
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updated_at = db.Column(db.DateTime, default=datetime.utcnow, onupdate=datetime.utcnow)
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@classmethod
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def get(cls, key, default=None):
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"""Return the raw string value for *key*, or *default* if absent."""
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row = cls.query.filter_by(key=key).first()
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return row.value if row else default
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@classmethod
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def get_bool(cls, key, default=True):
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"""Return the value for *key* coerced to bool."""
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raw = cls.get(key)
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if raw is None:
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return default
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return raw.lower() in ('1', 'true', 'yes', 'on')
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@classmethod
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def set(cls, key, value, description=None):
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"""Upsert *key* = *value*. Caller is responsible for committing."""
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row = cls.query.filter_by(key=key).first()
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if row:
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row.value = str(value)
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if description is not None:
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row.description = description
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else:
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row = cls(key=key, value=str(value), description=description)
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db.session.add(row)
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return row
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def __repr__(self):
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return f'<SystemSetting {self.key}={self.value}>'
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class TicketLink(db.Model):
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"""Bidirectional link between two related tickets.
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A single row represents a symmetric relationship — if TKT-A is linked to
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TKT-B, the link is stored once with ticket_id < linked_ticket_id (enforced
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at the application layer). Queries must search both columns to find all
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links for a given ticket.
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Use cases: duplicate tickets, related outages, follow-up work items.
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"""
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__tablename__ = 'ticket_links'
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id = db.Column(db.Integer, primary_key=True)
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ticket_id = db.Column(db.Integer, db.ForeignKey('tickets.id'), nullable=False)
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linked_ticket_id = db.Column(db.Integer, db.ForeignKey('tickets.id'), nullable=False)
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link_type = db.Column(db.String(20), default='related', nullable=False)
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# link_type values: 'related' | 'duplicate' | 'follow_up'
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created_by = db.Column(db.Integer, db.ForeignKey('users.id'), nullable=False)
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created_at = db.Column(db.DateTime, default=datetime.utcnow)
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ticket = db.relationship('Ticket', foreign_keys=[ticket_id],
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backref=db.backref('links_as_source', lazy='dynamic',
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cascade='all, delete-orphan'))
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linked_ticket = db.relationship('Ticket', foreign_keys=[linked_ticket_id],
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backref=db.backref('links_as_target', lazy='dynamic',
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cascade='all, delete-orphan'))
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creator = db.relationship('User', foreign_keys=[created_by])
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__table_args__ = (
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db.UniqueConstraint('ticket_id', 'linked_ticket_id', name='uq_ticket_link'),
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)
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def __repr__(self):
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return f'<TicketLink {self.ticket_id} ↔ {self.linked_ticket_id} ({self.link_type})>'
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class CannedResponse(db.Model):
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"""Pre-written IT reply templates for common ticket scenarios.
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IT staff can insert these into comment boxes with one click, saving
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typing time for repetitive responses like 'please restart and confirm',
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'escalating to vendor', or 'issue resolved after patch applied'.
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"""
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__tablename__ = 'canned_responses'
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id = db.Column(db.Integer, primary_key=True)
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title = db.Column(db.String(120), nullable=False)
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body = db.Column(db.Text, nullable=False)
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category = db.Column(db.String(50)) # optional grouping label
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created_by = db.Column(db.Integer, db.ForeignKey('users.id'), nullable=False)
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created_at = db.Column(db.DateTime, default=datetime.utcnow)
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updated_at = db.Column(db.DateTime, default=datetime.utcnow, onupdate=datetime.utcnow)
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is_active = db.Column(db.Boolean, default=True, nullable=False)
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creator = db.relationship('User', foreign_keys=[created_by])
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def __repr__(self):
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return f'<CannedResponse {self.title}>'
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