[deploy] add ticket sla, pipeline, automations, kb

2025-12-03 13:24:25 +01:00
parent ecb348efd0
commit 5bf42f4610
12 changed files with 561 additions and 123 deletions
--- a/src/web/routes/api.ts
+++ b/src/web/routes/api.ts
@@ -151,6 +151,89 @@ router.get('/tickets', requireAuth, async (req, res) => {
  }
 });

+router.get('/tickets/pipeline', requireAuth, async (req, res) => {
+  const guildId = typeof req.query.guildId === 'string' ? req.query.guildId : undefined;
+  if (!guildId) return res.status(400).json({ error: 'guildId required' });
+  const tickets = await prisma.ticket.findMany({ where: { guildId }, orderBy: { createdAt: 'desc' }, take: 200 });
+  const grouped = { neu: [], in_bearbeitung: [], warten_auf_user: [], erledigt: [] } as Record<string, any[]>;
+  tickets.forEach((t) => {
+    const statusVal = ['neu', 'in_bearbeitung', 'warten_auf_user', 'erledigt'].includes(t.status) ? t.status : 'neu';
+    (grouped as any)[statusVal].push(t);
+  });
+  res.json({ pipeline: grouped });
+});
+
+router.post('/tickets/:id/status', requireAuth, async (req, res) => {
+  const ticketId = req.params.id;
+  const statusVal = typeof req.body.status === 'string' ? req.body.status : '';
+  if (!statusVal) return res.status(400).json({ error: 'status required' });
+  const updated = await context.tickets.updateStatus(ticketId, statusVal as any);
+  if (!updated) return res.status(404).json({ error: 'not found' });
+  res.json({ ticket: updated });
+});
+
+router.get('/tickets/sla', requireAuth, async (req, res) => {
+  const guildId = typeof req.query.guildId === 'string' ? req.query.guildId : undefined;
+  if (!guildId) return res.status(400).json({ error: 'guildId required' });
+  const days = Math.min(Math.max(Number(req.query.days) || 30, 1), 180);
+  const since = new Date(Date.now() - days * 24 * 3600 * 1000);
+  const tickets = await prisma.ticket.findMany({
+    where: { guildId, createdAt: { gte: since } },
+    select: { createdAt: true, firstClaimAt: true, firstResponseAt: true, claimedBy: true }
+  });
+  const supporterStats: Record<
+    string,
+    { supporterId: string; count: number; ttcSum: number; ttfrSum: number; ttfrCount: number; ttcCount: number }
+  > = {};
+  const dayStats: Record<
+    string,
+    { date: string; count: number; ttcSum: number; ttfrSum: number; ttcCount: number; ttfrCount: number }
+  > = {};
+  tickets.forEach((t) => {
+    const dayKey = t.createdAt.toISOString().slice(0, 10);
+    if (!dayStats[dayKey]) dayStats[dayKey] = { date: dayKey, count: 0, ttcSum: 0, ttfrSum: 0, ttcCount: 0, ttfrCount: 0 };
+    dayStats[dayKey].count += 1;
+    if (t.claimedBy && t.firstClaimAt) {
+      const diff = t.firstClaimAt.getTime() - t.createdAt.getTime();
+      const key = t.claimedBy;
+      if (!supporterStats[key])
+        supporterStats[key] = { supporterId: key, count: 0, ttcSum: 0, ttfrSum: 0, ttcCount: 0, ttfrCount: 0 };
+      supporterStats[key].count += 1;
+      supporterStats[key].ttcSum += diff;
+      supporterStats[key].ttcCount += 1;
+      dayStats[dayKey].ttcSum += diff;
+      dayStats[dayKey].ttcCount += 1;
+    }
+    if (t.firstResponseAt) {
+      const diff = t.firstResponseAt.getTime() - t.createdAt.getTime();
+      if (t.claimedBy) {
+        const key = t.claimedBy;
+        if (!supporterStats[key])
+          supporterStats[key] = { supporterId: key, count: 0, ttcSum: 0, ttfrSum: 0, ttcCount: 0, ttfrCount: 0 };
+        supporterStats[key].ttfrSum += diff;
+        supporterStats[key].ttfrCount += 1;
+      }
+      dayStats[dayKey].ttfrSum += diff;
+      dayStats[dayKey].ttfrCount += 1;
+    }
+  });
+  const supporters = Object.values(supporterStats).map((s) => ({
+    supporterId: s.supporterId,
+    tickets: s.count,
+    avgTTC: s.ttcCount ? Math.round(s.ttcSum / s.ttcCount) : null,
+    avgTTFR: s.ttfrCount ? Math.round(s.ttfrSum / s.ttfrCount) : null
+  }));
+  const daysArr = Object.values(dayStats)
+    .sort((a, b) => a.date.localeCompare(b.date))
+    .map((d) => ({
+      date: d.date,
+      tickets: d.count,
+      avgTTC: d.ttcCount ? Math.round(d.ttcSum / d.ttcCount) : null,
+      avgTTFR: d.ttfrCount ? Math.round(d.ttfrSum / d.ttfrCount) : null
+    }));
+  res.json({ supporters, days: daysArr });
+});
+
 router.get('/tickets/:id/transcript', requireAuth, async (req, res) => {
  const id = req.params.id;
  try {
@@ -460,6 +543,106 @@ router.delete('/reactionroles/:id', requireAuth, async (req, res) => {
  }
 });

+router.get('/automations', requireAuth, async (req, res) => {
+  const guildId = typeof req.query.guildId === 'string' ? req.query.guildId : undefined;
+  if (!guildId) return res.status(400).json({ error: 'guildId required' });
+  const rules = await context.ticketAutomation.list(guildId);
+  res.json({ rules });
+});
+
+router.post('/automations', requireAuth, async (req, res) => {
+  const guildId = typeof req.body.guildId === 'string' ? req.body.guildId : undefined;
+  if (!guildId) return res.status(400).json({ error: 'guildId required' });
+  const rule = await context.ticketAutomation.save({
+    guildId,
+    name: req.body.name || 'Automation',
+    condition: req.body.condition || {},
+    action: req.body.action || {},
+    active: req.body.active !== false
+  });
+  res.json({ rule });
+});
+
+router.put('/automations/:id', requireAuth, async (req, res) => {
+  const guildId = typeof req.body.guildId === 'string' ? req.body.guildId : undefined;
+  if (!guildId) return res.status(400).json({ error: 'guildId required' });
+  const id = req.params.id;
+  const rule = await context.ticketAutomation.save({
+    id,
+    guildId,
+    name: req.body.name || 'Automation',
+    condition: req.body.condition || {},
+    action: req.body.action || {},
+    active: req.body.active !== false
+  });
+  res.json({ rule });
+});
+
+router.delete('/automations/:id', requireAuth, async (req, res) => {
+  const guildId = typeof req.body.guildId === 'string' ? req.body.guildId : undefined;
+  const id = req.params.id;
+  if (!guildId) return res.status(400).json({ error: 'guildId required' });
+  const ok = await context.ticketAutomation.remove(guildId, id);
+  if (!ok) return res.status(404).json({ error: 'not found' });
+  res.json({ ok: true });
+});
+
+router.get('/kb', requireAuth, async (req, res) => {
+  const guildId = typeof req.query.guildId === 'string' ? req.query.guildId : undefined;
+  if (!guildId) return res.status(400).json({ error: 'guildId required' });
+  const articles = await context.knowledgeBase.list(guildId);
+  res.json({ articles });
+});
+
+router.post('/kb', requireAuth, async (req, res) => {
+  const guildId = typeof req.body.guildId === 'string' ? req.body.guildId : undefined;
+  if (!guildId) return res.status(400).json({ error: 'guildId required' });
+  const keywords =
+    typeof req.body.keywords === 'string'
+      ? req.body.keywords
+          .split(',')
+          .map((s: string) => s.trim())
+          .filter(Boolean)
+      : req.body.keywords || [];
+  const article = await context.knowledgeBase.save({
+    guildId,
+    title: req.body.title || 'Artikel',
+    keywords,
+    content: req.body.content || ''
+  });
+  res.json({ article });
+});
+
+router.put('/kb/:id', requireAuth, async (req, res) => {
+  const guildId = typeof req.body.guildId === 'string' ? req.body.guildId : undefined;
+  if (!guildId) return res.status(400).json({ error: 'guildId required' });
+  const id = req.params.id;
+  const keywords =
+    typeof req.body.keywords === 'string'
+      ? req.body.keywords
+          .split(',')
+          .map((s: string) => s.trim())
+          .filter(Boolean)
+      : req.body.keywords || [];
+  const article = await context.knowledgeBase.save({
+    id,
+    guildId,
+    title: req.body.title || 'Artikel',
+    keywords,
+    content: req.body.content || ''
+  });
+  res.json({ article });
+});
+
+router.delete('/kb/:id', requireAuth, async (req, res) => {
+  const guildId = typeof req.body.guildId === 'string' ? req.body.guildId : undefined;
+  const id = req.params.id;
+  if (!guildId) return res.status(400).json({ error: 'guildId required' });
+  const ok = await context.knowledgeBase.remove(guildId, id);
+  if (!ok) return res.status(404).json({ error: 'not found' });
+  res.json({ ok: true });
+});
+
 router.get('/statuspage', requireAuth, async (req, res) => {
  const guildId = typeof req.query.guildId === 'string' ? req.query.guildId : undefined;
  if (!guildId) return res.status(400).json({ error: 'guildId required' });