v2

app/models/__init__.py

@@ -9,6 +9,7 @@ from .ledger import Ledger
 from .qdro import QDRO
 from .audit import AuditLog, LoginAttempt
 from .additional import Deposit, Payment, FileNote, FormVariable, ReportVariable
+from .support import SupportTicket, TicketResponse, TicketStatus, TicketPriority, TicketCategory
 from .pensions import (
     Pension, PensionSchedule, MarriageHistory, DeathBenefit, 
     SeparationAgreement, LifeTable, NumberTable
@@ -23,6 +24,7 @@ __all__ = [
     "BaseModel", "User", "Rolodex", "Phone", "File", "Ledger", "QDRO",
     "AuditLog", "LoginAttempt",
     "Deposit", "Payment", "FileNote", "FormVariable", "ReportVariable",
+    "SupportTicket", "TicketResponse", "TicketStatus", "TicketPriority", "TicketCategory",
     "Pension", "PensionSchedule", "MarriageHistory", "DeathBenefit", 
     "SeparationAgreement", "LifeTable", "NumberTable",
     "Employee", "FileType", "FileStatus", "TransactionType", "TransactionCode",

app/models/support.py

@@ -0,0 +1,102 @@
+"""
+Support ticket models for help desk functionality
+"""
+from sqlalchemy import Column, Integer, String, Text, DateTime, Boolean, ForeignKey, Enum
+from sqlalchemy.orm import relationship
+from datetime import datetime
+import enum
+
+from app.models.base import BaseModel
+
+
+class TicketStatus(enum.Enum):
+    OPEN = "open"
+    IN_PROGRESS = "in_progress"
+    RESOLVED = "resolved"
+    CLOSED = "closed"
+
+
+class TicketPriority(enum.Enum):
+    LOW = "low"
+    MEDIUM = "medium"
+    HIGH = "high"
+    URGENT = "urgent"
+
+
+class TicketCategory(enum.Enum):
+    BUG_REPORT = "bug_report"
+    QA_ISSUE = "qa_issue"
+    FEATURE_REQUEST = "feature_request"
+    DATABASE_ISSUE = "database_issue"
+    SYSTEM_ERROR = "system_error"
+    USER_ACCESS = "user_access"
+    PERFORMANCE = "performance"
+    DOCUMENTATION = "documentation"
+    CONFIGURATION = "configuration"
+    TESTING = "testing"
+
+
+class SupportTicket(BaseModel):
+    """
+    Support ticket for user help requests
+    """
+    __tablename__ = "support_tickets"
+    
+    id = Column(Integer, primary_key=True, autoincrement=True)
+    ticket_number = Column(String(20), unique=True, nullable=False, index=True)  # Auto-generated like ST-2024-001
+    
+    # Ticket details
+    subject = Column(String(200), nullable=False)
+    description = Column(Text, nullable=False)
+    category = Column(Enum(TicketCategory), default=TicketCategory.BUG_REPORT)
+    priority = Column(Enum(TicketPriority), default=TicketPriority.MEDIUM)
+    status = Column(Enum(TicketStatus), default=TicketStatus.OPEN)
+    
+    # User information
+    user_id = Column(Integer, ForeignKey("users.id"), nullable=True)  # Null for anonymous submissions
+    contact_name = Column(String(100), nullable=False)
+    contact_email = Column(String(100), nullable=False)
+    
+    # System information (auto-detected)
+    current_page = Column(String(100))  # Which page they were on
+    browser_info = Column(String(200))  # User agent
+    ip_address = Column(String(45))     # IP address
+    
+    # Timestamps
+    created_at = Column(DateTime, default=datetime.utcnow, nullable=False)
+    updated_at = Column(DateTime, default=datetime.utcnow, onupdate=datetime.utcnow)
+    resolved_at = Column(DateTime)
+    
+    # Admin assignment
+    assigned_to = Column(Integer, ForeignKey("users.id"))
+    
+    # Relationships
+    submitter = relationship("User", foreign_keys=[user_id], back_populates="submitted_tickets")
+    assigned_admin = relationship("User", foreign_keys=[assigned_to])
+    responses = relationship("TicketResponse", back_populates="ticket", cascade="all, delete-orphan")
+
+
+class TicketResponse(BaseModel):
+    """
+    Responses/comments on support tickets
+    """
+    __tablename__ = "ticket_responses"
+    
+    id = Column(Integer, primary_key=True, autoincrement=True)
+    ticket_id = Column(Integer, ForeignKey("support_tickets.id"), nullable=False)
+    
+    # Response details
+    message = Column(Text, nullable=False)
+    is_internal = Column(Boolean, default=False)  # Internal admin notes vs public responses
+    
+    # Author information
+    user_id = Column(Integer, ForeignKey("users.id"), nullable=True)
+    author_name = Column(String(100))  # For non-user responses
+    author_email = Column(String(100))  # For non-user responses
+    
+    # Timestamps
+    created_at = Column(DateTime, default=datetime.utcnow, nullable=False)
+    
+    # Relationships
+    ticket = relationship("SupportTicket", back_populates="responses")
+    author = relationship("User")

app/models/user.py

@@ -32,6 +32,7 @@ class User(BaseModel):
     
     # Relationships
     audit_logs = relationship("AuditLog", back_populates="user")
+    submitted_tickets = relationship("SupportTicket", foreign_keys="SupportTicket.user_id", back_populates="submitter")
     
     def __repr__(self):
         return f"<User(username='{self.username}', email='{self.email}')>"