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Support Ticket Model - Implementation Summary

Changes Implemented​

✅ 1. Fixed Critical Field Name Inconsistency​

  • Before: requesterId, requesterEmail, requesterName
  • After: userId, userEmail, userName
  • Impact: Now matches Firestore rules which use userId
  • Files Updated:
    • toto-bo/src/lib/seeding/supportTickets.ts - Updated interface and creation logic
    • toto-bo/src/app/api/support/route.ts - Updated interface, validation, and creation logic
    • toto-docs/app/docs/architecture/support-ticket-base-model.ts - Base model uses correct field names

✅ 2. Standardized Collection Name​

  • Before: App used supportTickets (camelCase), Backoffice used support_tickets (snake_case)
  • After: Both use support_tickets (snake_case)
  • Files Updated:
    • toto-app/firebase/firestore.rules - Updated collection name to support_tickets

✅ 3. Made userId Optional​

  • Before: requesterId was required
  • After: userId is optional, but at least one of userId or userEmail is required
  • Validation: API validates if (!userId && !userEmail)
  • Files Updated:
    • toto-bo/src/app/api/support/route.ts - Updated validation logic

✅ 4. Added Related Entity References​

  • Added: caseId?: string and guardianId?: string fields
  • Purpose: Link tickets to specific cases or guardians
  • Files Updated:
    • toto-bo/src/lib/seeding/supportTickets.ts - Added to interface
    • toto-bo/src/app/api/support/route.ts - Added to interface and creation logic
    • toto-docs/app/docs/architecture/support-ticket-base-model.ts - Added to base model

✅ 5. Included 'cancelled' Status​

  • Status: Already in code, now documented in base model
  • Type: 'open' | 'in_progress' | 'resolved' | 'closed' | 'cancelled'
  • Files Updated:
    • toto-docs/app/docs/architecture/support-ticket-base-model.ts - Included in TicketStatus type

Files Modified​

  1. toto-docs/app/docs/architecture/support-ticket-base-model.ts (NEW)

    • Created base support ticket model as single source of truth
    • Defined BaseSupportTicket, TicketStatus, TicketPriority, TicketCategory

  2. toto-bo/src/lib/seeding/supportTickets.ts

    • Updated SupportTicket interface: requesterId → userId, requesterEmail → userEmail, requesterName → userName
    • Added caseId and guardianId optional fields
    • Updated ticket creation logic to use new field names

  3. toto-bo/src/app/api/support/route.ts

    • Updated SupportTicket interface: same field name changes
    • Updated validation: userId optional, require at least one of userId or userEmail
    • Updated search filter: use userEmail instead of requesterEmail
    • Updated ticket creation: use new field names and add caseId/guardianId

  4. toto-app/firebase/firestore.rules

    • Updated collection name: supportTickets → support_tickets

Model Structure​

BaseSupportTicket​

{
  id: string;
  ticketNumber: string;
  title: string;
  description: string;
  status: TicketStatus; // 'open' | 'in_progress' | 'resolved' | 'closed' | 'cancelled'
  priority: TicketPriority; // 'low' | 'medium' | 'high' | 'urgent'
  category: TicketCategory;
  assignedTo?: string;
  assignedToName?: string;
  userId?: string; // Optional - at least one of userId or userEmail required
  userEmail: string; // Required
  userName?: string; // Denormalized
  caseId?: string; // Optional - related case
  guardianId?: string; // Optional - related guardian
  createdAt: string;
  updatedAt: string;
  dueDate?: string;
  resolvedAt?: string;
  closedAt?: string;
  tags?: string[];
  attachments?: string[];
  internalNotes?: string;
}

Breaking Changes​

⚠️ Note: These changes may require updates in other parts of the codebase:

  1. Field Names: Any code using requesterId/requesterEmail/requesterName needs to use userId/userEmail/userName
  2. Collection Name: App code using supportTickets collection needs to use support_tickets
  3. userId Optional: Code assuming userId is always present needs to handle optional case

Migration Notes​

When migrating existing support tickets:

  1. Rename requesterId → userId (if present)
  2. Rename requesterEmail → userEmail
  3. Rename requesterName → userName (if present)
  4. Ensure at least one of userId or userEmail exists
  5. Add caseId and guardianId if tickets are related to cases/guardians

Next Steps​

  • Update any remaining code that uses old field names (requesterId, requesterEmail, requesterName)
  • Create migration script for existing support tickets
  • Test ticket creation, reading, and updating
  • Verify Firestore rules work correctly with new field names