---
phase: 03-operational-modules
plan: "03"
type: execute
wave: 1
depends_on: []
files_modified:
  - prisma/schema.prisma
  - src/lib/prisma-tenant.ts
  - src/lib/services/ticket-service.ts
  - src/lib/services/ticket-category-service.ts
  - src/lib/tenant.ts
  - src/app/api/tickets/route.ts
  - src/app/api/tickets/[id]/route.ts
  - src/app/api/tickets/[id]/status/route.ts
  - src/app/api/ticket-categories/route.ts
  - src/app/api/ticket-categories/[id]/route.ts
  - src/lib/__tests__/ticket-service.test.ts
autonomous: true

must_haves:
  truths:
    - "Staff can create a support ticket with subject, description, priority, and category"
    - "Tickets follow lifecycle: OPEN -> ASSIGNED -> RESOLVED -> CLOSED"
    - "Invalid status transitions are rejected (e.g., CLOSED -> OPEN is invalid)"
    - "Admin can create, update, and deactivate ticket categories"
    - "Default ISP categories are seeded at tenant creation"
    - "Tickets with a deactivated category cannot be created"
    - "Ticket data is tenant-scoped"
  artifacts:
    - path: "prisma/schema.prisma"
      provides: "Ticket, TicketCategory models with enums"
      contains: "model Ticket"
    - path: "src/lib/services/ticket-service.ts"
      provides: "Ticket CRUD and status transitions"
      exports: ["createTicket", "updateTicket", "getTicket", "listTickets", "transitionTicketStatus"]
    - path: "src/lib/services/ticket-category-service.ts"
      provides: "Category CRUD"
      exports: ["createCategory", "updateCategory", "listCategories"]
    - path: "src/lib/tenant.ts"
      provides: "Default ticket category seeding in createTenant"
      contains: "ticketCategory"
    - path: "src/lib/__tests__/ticket-service.test.ts"
      provides: "Integration tests for ticket lifecycle, categories, transitions"
      min_lines: 150
  key_links:
    - from: "src/lib/services/ticket-service.ts"
      to: "src/lib/services/ticket-category-service.ts"
      via: "validates category isActive before ticket creation"
      pattern: "isActive"
    - from: "src/lib/tenant.ts"
      to: "prisma/schema.prisma"
      via: "seeds default TicketCategory records in createTenant transaction"
      pattern: "ticketCategory\\.createMany"
    - from: "src/app/api/tickets/[id]/status/route.ts"
      to: "src/lib/services/ticket-service.ts"
      via: "transitionTicketStatus with guard map"
      pattern: "transitionTicketStatus"
---

<objective>
Create the ticketing system: Ticket and TicketCategory models, ticket lifecycle (OPEN -> ASSIGNED -> RESOLVED -> CLOSED), admin-configurable categories with ISP default seeds, ticket CRUD API, status transition API with guard validation.

Purpose: Tickets are the intake mechanism for customer issues. They must exist before job orders (03-04) can be created from them. Category configurability avoids hardcoded enums.
Output: Ticket/TicketCategory models, ticket-service.ts, ticket-category-service.ts, updated tenant.ts, 5 API routes, integration tests.
</objective>

<execution_context>
@C:\Users\KevinAsprec\.claude/get-shit-done/workflows/execute-plan.md
@C:\Users\KevinAsprec\.claude/get-shit-done/templates/summary.md
</execution_context>

<context>
@.planning/PROJECT.md
@.planning/ROADMAP.md
@.planning/STATE.md
@.planning/phases/03-operational-modules/03-CONTEXT.md
@.planning/phases/03-operational-modules/03-RESEARCH.md
@prisma/schema.prisma
@src/lib/prisma-tenant.ts
@src/lib/tenant.ts
@src/lib/casl/types.ts
@src/lib/casl/permissions.ts
@src/lib/services/payment-service.ts (pattern reference)
@src/lib/__tests__/payment.test.ts (pattern reference)
</context>

<tasks>

<task type="auto">
  <name>Task 1: Ticket schema, categories, migration, and tenant scoping</name>
  <files>
    prisma/schema.prisma
    src/lib/prisma-tenant.ts
    src/lib/tenant.ts
  </files>
  <action>
1. Add enums to schema.prisma:
   - `enum TicketStatus { OPEN ASSIGNED RESOLVED CLOSED }`
   - `enum TicketPriority { LOW MEDIUM HIGH URGENT }`
   - `enum TicketSource { STAFF SUBSCRIBER }` (supports Phase 5 subscriber portal)

2. Add TicketCategory model:
   - id (uuid), tenantId, name (String), description (String?), isActive (Boolean default true), createdAt, updatedAt
   - @@unique([tenantId, name]), @@index([tenantId])

3. Add Ticket model:
   - id (uuid), tenantId
   - ticketNumber (String) — auto-generated TKT-NNNN
   - subject (String), description (String)
   - categoryId (String, FK to TicketCategory)
   - priority (TicketPriority, default MEDIUM)
   - status (TicketStatus, default OPEN)
   - source (TicketSource, default STAFF)
   - subscriberId (String?, FK to Subscriber — which subscriber this ticket is about)
   - createdById (String, FK to User — staff or subscriber who created it)
   - resolvedAt (DateTime?), closedAt (DateTime?)
   - notes (String?) — internal notes
   - createdAt, updatedAt
   - Relations: category -> TicketCategory, subscriber -> Subscriber, createdBy -> User
   - @@unique([tenantId, ticketNumber]), @@index([tenantId]), @@index([tenantId, status]), @@index([tenantId, categoryId]), @@index([subscriberId])
   - Add reverse relations: Subscriber.tickets Ticket[], User.createdTickets Ticket[], TicketCategory.tickets Ticket[]

4. Run `npx prisma migrate dev --name add-tickets`

5. Add Ticket and TicketCategory to TENANT_SCOPED_MODELS in prisma-tenant.ts with FULL extension blocks (all 12 operations each — copy from subscriber block).

6. Update src/lib/tenant.ts createTenant function: after seedChartOfAccounts, add seed for default ticket categories within the same transaction:
   ```
   const defaultCategories = [
     { name: "No Connection", description: "Subscriber has no internet connection", tenantId: tenant.id },
     { name: "Slow Speed", description: "Connection speed below expected plan speed", tenantId: tenant.id },
     { name: "Billing Inquiry", description: "Questions about bills or payments", tenantId: tenant.id },
     { name: "New Installation", description: "Request for new service installation", tenantId: tenant.id },
     { name: "Equipment Issue", description: "Router, ONU, or cable problems", tenantId: tenant.id },
     { name: "Other", description: "Other issues not covered by categories above", tenantId: tenant.id },
   ];
   await tx.ticketCategory.createMany({ data: defaultCategories });
   ```
   IMPORTANT: This is inside the $transaction callback, so use `tx` (raw client) and include tenantId explicitly.
  </action>
  <verify>
    - `npx prisma migrate dev` succeeds
    - `npx tsc --noEmit` passes
    - Grep prisma-tenant.ts confirms "ticket" and "ticketCategory" in TENANT_SCOPED_MODELS
    - Grep tenant.ts confirms "ticketCategory" seeding
  </verify>
  <done>Ticket and TicketCategory models exist, migration applied, tenant scoping configured, default categories seeded in tenant creation.</done>
</task>

<task type="auto">
  <name>Task 2: Ticket service, category service, API routes, and integration tests</name>
  <files>
    src/lib/services/ticket-service.ts
    src/lib/services/ticket-category-service.ts
    src/app/api/tickets/route.ts
    src/app/api/tickets/[id]/route.ts
    src/app/api/tickets/[id]/status/route.ts
    src/app/api/ticket-categories/route.ts
    src/app/api/ticket-categories/[id]/route.ts
    src/lib/__tests__/ticket-service.test.ts
  </files>
  <action>
1. Create src/lib/services/ticket-category-service.ts:
   - `createCategory(tenantPrisma, tenantId, { name, description })` — create category
   - `updateCategory(tenantPrisma, categoryId, { name?, description?, isActive? })` — update/deactivate
   - `listCategories(tenantPrisma, { activeOnly?: boolean })` — list with optional active filter

2. Create src/lib/services/ticket-service.ts:
   - Sequential number generation: `generateTicketNumber(tenantPrisma)` — same pattern as invoice/JE numbers. Query `ticket.findMany({ where: { ticketNumber: { startsWith: "TKT-" } }, orderBy: { ticketNumber: "desc" }, take: 1 })`, parse last 4 digits, increment, pad to 4.
   - `createTicket(tenantPrisma, tenantId, { subject, description, categoryId, priority?, subscriberId?, createdById, source? })`:
     - Validate category exists AND isActive=true — throw if deactivated
     - Generate ticketNumber
     - Create ticket with status OPEN
   - `updateTicket(tenantPrisma, ticketId, { subject?, description?, categoryId?, priority?, notes? })` — update metadata only (NOT status)
   - `getTicket(tenantPrisma, ticketId)` — include category, subscriber, createdBy, jobOrders (empty array for now, relation added in 03-04)
   - `listTickets(tenantPrisma, { status?, categoryId?, priority?, subscriberId?, page?, limit? })` — filtered list with pagination, include category and subscriber
   - `transitionTicketStatus(tenantPrisma, ticketId, newStatus)`:
     - Define VALID_TICKET_TRANSITIONS map:
       OPEN -> [ASSIGNED, CLOSED]
       ASSIGNED -> [OPEN, RESOLVED]
       RESOLVED -> [CLOSED, OPEN]
       CLOSED -> [] (terminal)
     - Load current ticket, validate transition is allowed, update status
     - Set resolvedAt on transition to RESOLVED, closedAt on transition to CLOSED
     - NOTE: OPEN -> ASSIGNED is triggered by job order creation (03-04), not manually
     - NOTE: ASSIGNED -> RESOLVED is triggered by auto-resolve (03-04) when all jobs complete
     - Both can also be called manually by staff via API
   - `resolveTicket(tenantPrisma, ticketId)` — convenience wrapper around transitionTicketStatus that is IDEMPOTENT: if ticket is already RESOLVED, return silently (prevents race condition per RESEARCH.md pitfall 5)

3. Create API routes:
   - GET /api/tickets: withPermission("read", "Ticket") -> listTickets with query param filters
   - POST /api/tickets: withPermission("create", "Ticket") -> createTicket (body: { subject, description, categoryId, priority?, subscriberId? })
   - GET /api/tickets/[id]: withPermission("read", "Ticket") -> getTicket (dynamic route pattern)
   - PUT /api/tickets/[id]: withPermission("update", "Ticket") -> updateTicket (dynamic route pattern)
   - POST /api/tickets/[id]/status: withPermission("update", "Ticket") -> transitionTicketStatus (body: { status })
   - GET /api/ticket-categories: withPermission("read", "Ticket") -> listCategories
   - POST /api/ticket-categories: withPermission("manage", "Ticket") -> createCategory (admin/staff only via manage check)
   - PUT /api/ticket-categories/[id]: withPermission("manage", "Ticket") -> updateCategory

4. Create src/lib/__tests__/ticket-service.test.ts:
   - Setup: create tenant (this now auto-seeds categories via updated tenant.ts), admin user
   - Test: default categories are seeded on tenant creation (6 categories)
   - Test: createCategory adds a new category
   - Test: updateCategory deactivates a category (isActive=false)
   - Test: createTicket with valid category succeeds, returns TKT-0001
   - Test: createTicket with deactivated category throws
   - Test: second ticket gets TKT-0002
   - Test: transitionTicketStatus OPEN -> CLOSED succeeds
   - Test: transitionTicketStatus CLOSED -> OPEN throws (terminal state)
   - Test: transitionTicketStatus OPEN -> RESOLVED throws (invalid)
   - Test: resolveTicket is idempotent (calling on RESOLVED ticket does not throw)
   - Test: listTickets with status filter returns correct subset
   - Test: cross-tenant isolation (Tenant B cannot see Tenant A tickets)
   - Cleanup: tickets -> ticketCategories -> subscribers -> users -> tenant
     NOTE: Since tenant creation now seeds ticketCategories, cleanup must delete them. Use tenantId filter.
  </action>
  <verify>
    - `npx vitest run src/lib/__tests__/ticket-service.test.ts` — all tests pass
    - `npx tsc --noEmit` passes
  </verify>
  <done>Ticket CRUD works with sequential numbering, status transitions enforce guard map, categories are admin-configurable with ISP defaults, deactivated categories rejected, idempotent resolve, cross-tenant isolation verified.</done>
</task>

</tasks>

<verification>
- `npx prisma migrate dev` succeeds
- `npx tsc --noEmit` passes
- `npx vitest run src/lib/__tests__/ticket-service.test.ts` — all tests green
- Ticket lifecycle (OPEN -> ASSIGNED -> RESOLVED -> CLOSED) enforced
- Default categories seeded on tenant creation
</verification>

<success_criteria>
- Ticket and TicketCategory models with tenant scoping
- Status transition guard map rejects invalid transitions
- Default 6 ISP categories seeded at tenant creation
- Deactivated categories cannot be used for new tickets
- Sequential ticket numbering (TKT-NNNN)
- resolveTicket is idempotent
- Cross-tenant isolation verified by test
- All integration tests pass
</success_criteria>

<output>
After completion, create `.planning/phases/03-operational-modules/03-03-SUMMARY.md`
</output>