sistema-de-chamados/web/src/lib/schemas/ticket.ts

import { z } from "zod"

export const ticketStatusSchema = z.enum([
  "NEW",
  "OPEN",
  "PENDING",
  "ON_HOLD",
  "RESOLVED",
  "CLOSED",
])

export type TicketStatus = z.infer<typeof ticketStatusSchema>

export const ticketPrioritySchema = z.enum(["LOW", "MEDIUM", "HIGH", "URGENT"])
export type TicketPriority = z.infer<typeof ticketPrioritySchema>

export const ticketChannelSchema = z.enum([
  "EMAIL",
  "WHATSAPP",
  "CHAT",
  "PHONE",
  "API",
  "MANUAL",
])
export type TicketChannel = z.infer<typeof ticketChannelSchema>

export const commentVisibilitySchema = z.enum(["PUBLIC", "INTERNAL"])
export type CommentVisibility = z.infer<typeof commentVisibilitySchema>

export const userSummarySchema = z.object({
  id: z.string(),
  name: z.string(),
  email: z.string().email(),
  avatarUrl: z.string().url().optional(),
  teams: z.array(z.string()).default([]),
})
export type UserSummary = z.infer<typeof userSummarySchema>

export const ticketCategorySummarySchema = z.object({
  id: z.string(),
  name: z.string(),
})
export type TicketCategorySummary = z.infer<typeof ticketCategorySummarySchema>

export const ticketSubcategorySummarySchema = z.object({
  id: z.string(),
  name: z.string(),
  categoryId: z.string().optional(),
})
export type TicketSubcategorySummary = z.infer<typeof ticketSubcategorySummarySchema>

export const ticketCommentSchema = z.object({
  id: z.string(),
  author: userSummarySchema,
  visibility: commentVisibilitySchema,
  body: z.string(),
  attachments: z
    .array(
      z.object({
        id: z.string(),
        name: z.string(),
        size: z.number().optional(),
        type: z.string().optional(),
        url: z.string().url().optional(),
      })
    )
    .default([]),
  createdAt: z.coerce.date(),
  updatedAt: z.coerce.date(),
})
export type TicketComment = z.infer<typeof ticketCommentSchema>

export const ticketEventSchema = z.object({
  id: z.string(),
  type: z.string(),
  payload: z.record(z.string(), z.any()).optional(),
  createdAt: z.coerce.date(),
})
export type TicketEvent = z.infer<typeof ticketEventSchema>

export const ticketFieldTypeSchema = z.enum(["text", "number", "select", "date", "boolean"])
export type TicketFieldType = z.infer<typeof ticketFieldTypeSchema>

export const ticketCustomFieldValueSchema = z.object({
  label: z.string(),
  type: ticketFieldTypeSchema,
  value: z.union([z.string(), z.number(), z.boolean(), z.coerce.date()]).optional(),
  displayValue: z.string().optional(),
})
export type TicketCustomFieldValue = z.infer<typeof ticketCustomFieldValueSchema>

export const ticketSchema = z.object({
  id: z.string(),
  reference: z.number(),
  tenantId: z.string(),
  subject: z.string(),
  summary: z.string().optional(),
  status: ticketStatusSchema,
  priority: ticketPrioritySchema,
  channel: ticketChannelSchema,
  queue: z.string().nullable(),
  requester: userSummarySchema,
  assignee: userSummarySchema.nullable(),
  slaPolicy: z
    .object({
      id: z.string(),
      name: z.string(),
      targetMinutesToFirstResponse: z.number().nullable(),
      targetMinutesToResolution: z.number().nullable(),
    })
    .nullable(),
  dueAt: z.coerce.date().nullable(),
  firstResponseAt: z.coerce.date().nullable(),
  resolvedAt: z.coerce.date().nullable(),
  updatedAt: z.coerce.date(),
  createdAt: z.coerce.date(),
  tags: z.array(z.string()).default([]),
  lastTimelineEntry: z.string().optional(),
  metrics: z
    .object({
      timeWaitingMinutes: z.number().nullable(),
      timeOpenedMinutes: z.number().nullable(),
    })
    .nullable(),
  category: ticketCategorySummarySchema.nullable().optional(),
  subcategory: ticketSubcategorySummarySchema.nullable().optional(),
  workSummary: z
    .object({
      totalWorkedMs: z.number(),
      activeSession: z
        .object({
          id: z.string(),
          agentId: z.string(),
          startedAt: z.coerce.date(),
        })
        .nullable(),
    })
    .nullable()
    .optional(),
})
export type Ticket = z.infer<typeof ticketSchema>

export const ticketWithDetailsSchema = ticketSchema.extend({
  description: z.string().optional(),
  customFields: z.record(z.string(), ticketCustomFieldValueSchema).optional(),
  timeline: z.array(ticketEventSchema),
  comments: z.array(ticketCommentSchema),
})
export type TicketWithDetails = z.infer<typeof ticketWithDetailsSchema>

export const ticketQueueSummarySchema = z.object({
  id: z.string(),
  name: z.string(),
  pending: z.number(),
  waiting: z.number(),
  breached: z.number(),
})
export type TicketQueueSummary = z.infer<typeof ticketQueueSummarySchema>

export const ticketPlayContextSchema = z.object({
  queue: ticketQueueSummarySchema,
  nextTicket: ticketSchema.nullable(),
})
export type TicketPlayContext = z.infer<typeof ticketPlayContextSchema>