generator client {
  provider = "prisma-client-js"
}

datasource db {
  provider = "postgresql"
  url      = env("DATABASE_URL")
}

enum UserRole {
  ADMIN
  MANAGER
  AGENT
  COLLABORATOR
  CUSTOMER
}

enum TicketStatus {
  NEW
  OPEN
  PENDING
  ON_HOLD
  RESOLVED
  CLOSED
}

enum TicketPriority {
  LOW
  MEDIUM
  HIGH
  URGENT
}

enum TicketChannel {
  EMAIL
  WHATSAPP
  CHAT
  PHONE
  API
  MANUAL
}

enum CommentVisibility {
  PUBLIC
  INTERNAL
}

model Team {
  id          String       @id @default(cuid())
  tenantId    String
  name        String
  description String?
  members     TeamMember[]
  queues      Queue[]
  createdAt   DateTime     @default(now())
  updatedAt   DateTime     @updatedAt

  @@index([tenantId, name])
}

model TeamMember {
  teamId    String
  userId    String
  isLead    Boolean    @default(false)
  assignedAt DateTime  @default(now())

  team Team @relation(fields: [teamId], references: [id], onDelete: Cascade)
  user User @relation(fields: [userId], references: [id], onDelete: Cascade)

  @@id([teamId, userId])
}

model User {
  id             String            @id @default(cuid())
  tenantId       String
  name           String
  email          String            @unique
  role           UserRole
  timezone       String            @default("America/Sao_Paulo")
  avatarUrl      String?
  teams          TeamMember[]
  requestedTickets Ticket[]        @relation("TicketRequester")
  assignedTickets  Ticket[]        @relation("TicketAssignee")
  comments       TicketComment[]
  createdAt      DateTime          @default(now())
  updatedAt      DateTime          @updatedAt

  @@index([tenantId, role])
}

model Queue {
  id        String   @id @default(cuid())
  tenantId  String
  name      String
  slug      String
  teamId    String?
  tickets   Ticket[]
  createdAt DateTime @default(now())
  updatedAt DateTime @updatedAt

  team Team? @relation(fields: [teamId], references: [id])

  @@unique([tenantId, slug])
}

model Ticket {
  id             String         @id @default(cuid())
  tenantId       String
  reference      Int            @default(autoincrement())
  subject        String
  summary        String?
  status         TicketStatus   @default(NEW)
  priority       TicketPriority @default(MEDIUM)
  channel        TicketChannel  @default(EMAIL)
  queueId        String?
  requesterId    String
  assigneeId     String?
  slaPolicyId    String?
  dueAt          DateTime?
  firstResponseAt DateTime?
  resolvedAt     DateTime?
  closedAt       DateTime?
  createdAt      DateTime       @default(now())
  updatedAt      DateTime       @updatedAt

  requester User  @relation("TicketRequester", fields: [requesterId], references: [id])
  assignee  User? @relation("TicketAssignee", fields: [assigneeId], references: [id])
  queue     Queue? @relation(fields: [queueId], references: [id])
  events    TicketEvent[]
  comments  TicketComment[]

  @@index([tenantId, status])
  @@index([tenantId, queueId])
  @@index([tenantId, assigneeId])
}

model TicketEvent {
  id        String   @id @default(cuid())
  ticketId  String
  type      String
  payload   Json
  createdAt DateTime @default(now())

  ticket Ticket @relation(fields: [ticketId], references: [id], onDelete: Cascade)

  @@index([ticketId, createdAt])
}

model TicketComment {
  id         String            @id @default(cuid())
  ticketId   String
  authorId   String
  visibility CommentVisibility @default(INTERNAL)
  body       String
  attachments Json?
  createdAt  DateTime          @default(now())
  updatedAt  DateTime          @updatedAt

  ticket Ticket @relation(fields: [ticketId], references: [id], onDelete: Cascade)
  author User   @relation(fields: [authorId], references: [id])

  @@index([ticketId, visibility])
}

model SlaPolicy {
  id        String   @id @default(cuid())
  tenantId  String
  name      String
  description String?
  timeToFirstResponse Int?
  timeToResolution    Int?
  calendar Json?
  createdAt DateTime @default(now())
  updatedAt DateTime @updatedAt

  tickets Ticket[]

  @@unique([tenantId, name])
}