SLA Ticketing & CS Incident Assignment Management

// Manajemen Tiket CS & Penugasan Berdasarkan Kategori Masalah di NestJS
@Injectable()
export class TicketAssignmentService {
  constructor(
    @InjectRepository(SupportTicket)
    private readonly ticketRepo: Repository<SupportTicket>,
    @InjectRepository(TechnicalTeam)
    private readonly teamRepo: Repository<TechnicalTeam>,
  ) {}

  async createAndAssignTicket(dto: CreateTicketDto, csUser: User): Promise<SupportTicket> {
    // 1. Tentukan SLA target resolusi berdasarkan tingkat keparahan & kategori masalah
    const slaHours = this.determineSlaHours(dto.category, dto.severity);
    const slaDeadline = new Date(Date.now() + slaHours * 60 * 60 * 1000);

    // 2. Tentukan tim teknis terkait berdasarkan kategori insiden
    const targetTeam = await this.teamRepo.findOneBy({
      category: dto.category,
      branchId: dto.branchId,
    });

    // 3. Terbitkan tiket resmi dan simpan status penugasan awal
    const ticket = this.ticketRepo.create({
      ticketNumber: `TCK-${new Date().getFullYear()}-${Math.floor(1000 + Math.random() * 9000)}`,
      customerId: dto.customerId,
      branchId: dto.branchId,
      category: dto.category, // 'FIBER_CUT_LOS' | 'ONT_ROUTER_CONFIG' | 'BILLING_DISPUTE'
      severity: dto.severity, // 'P1_CRITICAL' | 'P2_MAJOR' | 'P3_STANDARD'
      createdByUserId: csUser.id,
      assignedTeamId: targetTeam?.id,
      status: 'ASSIGNED',
      slaDeadline,
    });

    return await this.ticketRepo.save(ticket);
  }
}