113 lines
4.2 KiB
SQL
113 lines
4.2 KiB
SQL
CREATE TABLE support_tickets (
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id UUID PRIMARY KEY DEFAULT gen_random_uuid(),
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org_id UUID NOT NULL,
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bot_id UUID NOT NULL,
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ticket_number VARCHAR(50) NOT NULL,
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subject VARCHAR(500) NOT NULL,
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description TEXT,
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status VARCHAR(50) NOT NULL DEFAULT 'open',
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priority VARCHAR(50) NOT NULL DEFAULT 'medium',
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category VARCHAR(100),
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source VARCHAR(50) NOT NULL DEFAULT 'web',
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requester_id UUID,
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requester_email VARCHAR(255),
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requester_name VARCHAR(255),
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assignee_id UUID,
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team_id UUID,
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due_date TIMESTAMPTZ,
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first_response_at TIMESTAMPTZ,
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resolved_at TIMESTAMPTZ,
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closed_at TIMESTAMPTZ,
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satisfaction_rating INTEGER,
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tags TEXT[] NOT NULL DEFAULT '{}',
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custom_fields JSONB NOT NULL DEFAULT '{}',
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created_at TIMESTAMPTZ NOT NULL DEFAULT NOW(),
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updated_at TIMESTAMPTZ NOT NULL DEFAULT NOW()
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);
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CREATE TABLE ticket_comments (
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id UUID PRIMARY KEY DEFAULT gen_random_uuid(),
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ticket_id UUID NOT NULL REFERENCES support_tickets(id) ON DELETE CASCADE,
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author_id UUID,
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author_name VARCHAR(255),
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author_email VARCHAR(255),
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content TEXT NOT NULL,
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is_internal BOOLEAN NOT NULL DEFAULT FALSE,
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attachments JSONB NOT NULL DEFAULT '[]',
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created_at TIMESTAMPTZ NOT NULL DEFAULT NOW()
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);
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CREATE TABLE ticket_sla_policies (
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id UUID PRIMARY KEY DEFAULT gen_random_uuid(),
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org_id UUID NOT NULL,
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bot_id UUID NOT NULL,
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name VARCHAR(255) NOT NULL,
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priority VARCHAR(50) NOT NULL,
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first_response_hours INTEGER NOT NULL,
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resolution_hours INTEGER NOT NULL,
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business_hours_only BOOLEAN NOT NULL DEFAULT TRUE,
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is_active BOOLEAN NOT NULL DEFAULT TRUE,
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created_at TIMESTAMPTZ NOT NULL DEFAULT NOW(),
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updated_at TIMESTAMPTZ NOT NULL DEFAULT NOW()
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);
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CREATE TABLE ticket_canned_responses (
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id UUID PRIMARY KEY DEFAULT gen_random_uuid(),
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org_id UUID NOT NULL,
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bot_id UUID NOT NULL,
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title VARCHAR(255) NOT NULL,
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content TEXT NOT NULL,
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category VARCHAR(100),
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shortcut VARCHAR(50),
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created_by UUID,
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is_active BOOLEAN NOT NULL DEFAULT TRUE,
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created_at TIMESTAMPTZ NOT NULL DEFAULT NOW(),
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updated_at TIMESTAMPTZ NOT NULL DEFAULT NOW()
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);
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CREATE TABLE ticket_categories (
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id UUID PRIMARY KEY DEFAULT gen_random_uuid(),
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org_id UUID NOT NULL,
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bot_id UUID NOT NULL,
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name VARCHAR(255) NOT NULL,
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description TEXT,
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parent_id UUID REFERENCES ticket_categories(id) ON DELETE SET NULL,
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color VARCHAR(20),
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icon VARCHAR(50),
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sort_order INTEGER NOT NULL DEFAULT 0,
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is_active BOOLEAN NOT NULL DEFAULT TRUE,
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created_at TIMESTAMPTZ NOT NULL DEFAULT NOW()
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);
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CREATE TABLE ticket_tags (
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id UUID PRIMARY KEY DEFAULT gen_random_uuid(),
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org_id UUID NOT NULL,
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bot_id UUID NOT NULL,
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name VARCHAR(100) NOT NULL,
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color VARCHAR(20),
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created_at TIMESTAMPTZ NOT NULL DEFAULT NOW()
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);
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CREATE INDEX idx_support_tickets_org_bot ON support_tickets(org_id, bot_id);
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CREATE INDEX idx_support_tickets_status ON support_tickets(status);
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CREATE INDEX idx_support_tickets_priority ON support_tickets(priority);
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CREATE INDEX idx_support_tickets_assignee ON support_tickets(assignee_id);
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CREATE INDEX idx_support_tickets_requester ON support_tickets(requester_id);
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CREATE INDEX idx_support_tickets_created ON support_tickets(created_at DESC);
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CREATE INDEX idx_support_tickets_number ON support_tickets(ticket_number);
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CREATE UNIQUE INDEX idx_support_tickets_org_number ON support_tickets(org_id, ticket_number);
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CREATE INDEX idx_ticket_comments_ticket ON ticket_comments(ticket_id);
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CREATE INDEX idx_ticket_comments_created ON ticket_comments(created_at);
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CREATE INDEX idx_ticket_sla_org_bot ON ticket_sla_policies(org_id, bot_id);
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CREATE INDEX idx_ticket_sla_priority ON ticket_sla_policies(priority);
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CREATE INDEX idx_ticket_canned_org_bot ON ticket_canned_responses(org_id, bot_id);
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CREATE INDEX idx_ticket_canned_shortcut ON ticket_canned_responses(shortcut);
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CREATE INDEX idx_ticket_categories_org_bot ON ticket_categories(org_id, bot_id);
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CREATE INDEX idx_ticket_categories_parent ON ticket_categories(parent_id);
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CREATE INDEX idx_ticket_tags_org_bot ON ticket_tags(org_id, bot_id);
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CREATE UNIQUE INDEX idx_ticket_tags_org_name ON ticket_tags(org_id, bot_id, name);
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