feat: enhance tickets portal and admin flows
This commit is contained in:
Esdras Renan
parent
9cdd8763b4
commit
c15f0a5b09
67 changed files with 1101 additions and 338 deletions
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@ -7,6 +7,38 @@ import { requireCustomer, requireStaff, requireUser } from "./rbac";
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const STAFF_ROLES = new Set(["ADMIN", "MANAGER", "AGENT", "COLLABORATOR"]);
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const INTERNAL_STAFF_ROLES = new Set(["ADMIN", "AGENT", "COLLABORATOR"]);
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const PAUSE_REASON_LABELS: Record<string, string> = {
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NO_CONTACT: "Falta de contato",
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WAITING_THIRD_PARTY: "Aguardando terceiro",
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IN_PROCEDURE: "Em procedimento",
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};
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type TicketStatusNormalized = "PENDING" | "AWAITING_ATTENDANCE" | "PAUSED" | "RESOLVED" | "CLOSED";
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const STATUS_LABELS: Record<TicketStatusNormalized, string> = {
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PENDING: "Pendente",
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AWAITING_ATTENDANCE: "Aguardando atendimento",
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PAUSED: "Pausado",
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RESOLVED: "Resolvido",
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CLOSED: "Fechado",
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};
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const LEGACY_STATUS_MAP: Record<string, TicketStatusNormalized> = {
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NEW: "PENDING",
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PENDING: "PENDING",
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OPEN: "AWAITING_ATTENDANCE",
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AWAITING_ATTENDANCE: "AWAITING_ATTENDANCE",
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ON_HOLD: "PAUSED",
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PAUSED: "PAUSED",
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RESOLVED: "RESOLVED",
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CLOSED: "CLOSED",
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};
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function normalizeStatus(status: string | null | undefined): TicketStatusNormalized {
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if (!status) return "PENDING";
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const normalized = LEGACY_STATUS_MAP[status.toUpperCase()];
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return normalized ?? "PENDING";
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}
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async function ensureManagerTicketAccess(
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ctx: MutationCtx | QueryCtx,
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@ -232,11 +264,6 @@ export const list = query({
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.query("tickets")
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.withIndex("by_tenant_company", (q) => q.eq("tenantId", args.tenantId).eq("companyId", user.companyId!))
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.collect();
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} else if (args.status) {
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base = await ctx.db
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.query("tickets")
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.withIndex("by_tenant_status", (q) => q.eq("tenantId", args.tenantId).eq("status", args.status!))
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.collect();
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} else if (args.queueId) {
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base = await ctx.db
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.query("tickets")
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@ -258,9 +285,13 @@ export const list = query({
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}
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filtered = filtered.filter((t) => t.companyId === user.companyId)
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}
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const normalizedStatusFilter = args.status ? normalizeStatus(args.status) : null;
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if (args.priority) filtered = filtered.filter((t) => t.priority === args.priority);
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if (args.channel) filtered = filtered.filter((t) => t.channel === args.channel);
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if (normalizedStatusFilter) {
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filtered = filtered.filter((t) => normalizeStatus(t.status) === normalizedStatusFilter);
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}
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if (args.search) {
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const term = args.search.toLowerCase();
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filtered = filtered.filter(
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@ -307,7 +338,7 @@ export const list = query({
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tenantId: t.tenantId,
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subject: t.subject,
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summary: t.summary,
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status: t.status,
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status: normalizeStatus(t.status),
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priority: t.priority,
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channel: t.channel,
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queue: queueName,
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@ -428,7 +459,7 @@ export const getById = query({
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tenantId: t.tenantId,
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subject: t.subject,
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summary: t.summary,
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status: t.status,
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status: normalizeStatus(t.status),
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priority: t.priority,
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channel: t.channel,
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queue: queueName,
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@ -588,12 +619,13 @@ export const create = mutation({
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.take(1);
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const nextRef = existing[0]?.reference ? existing[0].reference + 1 : 41000;
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const now = Date.now();
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const initialStatus: TicketStatusNormalized = initialAssigneeId ? "AWAITING_ATTENDANCE" : "PENDING";
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const id = await ctx.db.insert("tickets", {
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tenantId: args.tenantId,
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reference: nextRef,
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subject,
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summary: args.summary?.trim() || undefined,
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status: "NEW",
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status: initialStatus,
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priority: args.priority,
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channel: args.channel,
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queueId: args.queueId,
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@ -847,20 +879,13 @@ export const updateStatus = mutation({
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}
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const ticketDoc = ticket as Doc<"tickets">
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await requireTicketStaff(ctx, actorId, ticketDoc)
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const normalizedStatus = normalizeStatus(status)
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const now = Date.now();
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await ctx.db.patch(ticketId, { status, updatedAt: now });
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const statusPt: Record<string, string> = {
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NEW: "Novo",
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OPEN: "Aberto",
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PENDING: "Pendente",
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ON_HOLD: "Em espera",
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RESOLVED: "Resolvido",
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CLOSED: "Fechado",
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} as const;
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await ctx.db.patch(ticketId, { status: normalizedStatus, updatedAt: now });
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await ctx.db.insert("ticketEvents", {
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ticketId,
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type: "STATUS_CHANGED",
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payload: { to: status, toLabel: statusPt[status] ?? status, actorId },
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payload: { to: normalizedStatus, toLabel: STATUS_LABELS[normalizedStatus], actorId },
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createdAt: now,
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});
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},
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@ -1095,8 +1120,13 @@ export const startWork = mutation({
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})
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export const pauseWork = mutation({
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args: { ticketId: v.id("tickets"), actorId: v.id("users") },
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handler: async (ctx, { ticketId, actorId }) => {
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args: {
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ticketId: v.id("tickets"),
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actorId: v.id("users"),
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reason: v.string(),
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note: v.optional(v.string()),
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},
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handler: async (ctx, { ticketId, actorId, reason, note }) => {
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const ticket = await ctx.db.get(ticketId)
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if (!ticket) {
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throw new ConvexError("Ticket não encontrado")
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@ -1106,6 +1136,10 @@ export const pauseWork = mutation({
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return { status: "already_paused" }
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}
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if (!PAUSE_REASON_LABELS[reason]) {
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throw new ConvexError("Motivo de pausa inválido")
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}
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const session = await ctx.db.get(ticket.activeSessionId)
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if (!session) {
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await ctx.db.patch(ticketId, { activeSessionId: undefined, working: false })
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@ -1118,6 +1152,8 @@ export const pauseWork = mutation({
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await ctx.db.patch(ticket.activeSessionId, {
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stoppedAt: now,
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durationMs,
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pauseReason: reason,
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pauseNote: note ?? "",
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})
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await ctx.db.patch(ticketId, {
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@ -1137,11 +1173,19 @@ export const pauseWork = mutation({
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actorAvatar: actor?.avatarUrl,
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sessionId: session._id,
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sessionDurationMs: durationMs,
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pauseReason: reason,
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pauseReasonLabel: PAUSE_REASON_LABELS[reason],
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pauseNote: note ?? "",
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},
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createdAt: now,
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})
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return { status: "paused", durationMs }
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return {
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status: "paused",
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durationMs,
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pauseReason: reason,
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pauseNote: note ?? "",
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}
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},
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})
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@ -1228,7 +1272,10 @@ export const playNext = mutation({
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const chosen = candidates[0];
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const now = Date.now();
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await ctx.db.patch(chosen._id, { assigneeId: agentId, status: chosen.status === "NEW" ? "OPEN" : chosen.status, updatedAt: now });
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const currentStatus = normalizeStatus(chosen.status);
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const nextStatus: TicketStatusNormalized =
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currentStatus === "PENDING" ? "AWAITING_ATTENDANCE" : currentStatus;
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await ctx.db.patch(chosen._id, { assigneeId: agentId, status: nextStatus, updatedAt: now });
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await ctx.db.insert("ticketEvents", {
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ticketId: chosen._id,
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type: "ASSIGNEE_CHANGED",
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@ -1247,7 +1294,7 @@ export const playNext = mutation({
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tenantId: chosen.tenantId,
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subject: chosen.subject,
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summary: chosen.summary,
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status: chosen.status,
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status: nextStatus,
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priority: chosen.priority,
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channel: chosen.channel,
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queue: queueName,
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