feat: inicializacion de Help Desk segun estandar Telcotronics con bitacora de errores e integracion MCP

2026-10-16 23:29:32 -05:00
commit 0f2708462e
54 changed files with 7590 additions and 0 deletions
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+const db = require('../config/db');
+
+const Ticket = {
+    findAll: async (companyId) => {
+        const [rows] = await db.query(`
+            SELECT t.*, u.nombre as usuario_nombre, d.nombre as departamento_nombre,
+                   a.nombre as asignado_nombre
+            FROM tickets t
+            LEFT JOIN users u ON t.user_id = u.id
+            LEFT JOIN departments d ON t.department_id = d.id
+            LEFT JOIN users a ON t.assigned_to = a.id
+            WHERE t.company_id = ?
+            ORDER BY t.created_at DESC
+        `, [companyId]);
+        return rows;
+    },
+    findByUser: async (companyId, userId) => {
+        const [rows] = await db.query(`
+            SELECT t.*, d.nombre as departamento_nombre, a.nombre as asignado_nombre
+            FROM tickets t
+            LEFT JOIN departments d ON t.department_id = d.id
+            LEFT JOIN users a ON t.assigned_to = a.id
+            WHERE t.company_id = ? AND t.user_id = ?
+            ORDER BY t.created_at DESC
+        `, [companyId, userId]);
+        return rows;
+    },
+    findByAgent: async (companyId, agentId) => {
+        const [rows] = await db.query(`
+            SELECT t.*, u.nombre as usuario_nombre, d.nombre as departamento_nombre
+            FROM tickets t
+            LEFT JOIN users u ON t.user_id = u.id
+            LEFT JOIN departments d ON t.department_id = d.id
+            WHERE t.company_id = ? AND t.assigned_to = ?
+            ORDER BY t.created_at DESC
+        `, [companyId, agentId]);
+        return rows;
+    },
+    findById: async (id) => {
+        const [rows] = await db.query(`
+            SELECT t.*, u.nombre as usuario_nombre, u.email as usuario_email,
+                   d.nombre as departamento_nombre, a.nombre as asignado_nombre
+            FROM tickets t
+            LEFT JOIN users u ON t.user_id = u.id
+            LEFT JOIN departments d ON t.department_id = d.id
+            LEFT JOIN users a ON t.assigned_to = a.id
+            WHERE t.id = ?
+        `, [id]);
+        return rows[0];
+    },
+    create: async (companyId, userId, departmentId, asunto, mensaje, prioridad = 'media') => {
+        const [result] = await db.query(
+            'INSERT INTO tickets (company_id, user_id, department_id, asunto, mensaje, prioridad) VALUES (?, ?, ?, ?, ?, ?)',
+            [companyId, userId, departmentId, asunto, mensaje, prioridad]
+        );
+        return result.insertId;
+    },
+    update: async (id, data) => {
+        const fields = [];
+        const values = [];
+        for (const [key, value] of Object.entries(data)) {
+            fields.push(`${key} = ?`);
+            values.push(value);
+        }
+        if (fields.length === 0) return;
+        values.push(id);
+        await db.query(`UPDATE tickets SET ${fields.join(', ')} WHERE id = ?`, values);
+    },
+    getResponses: async (ticketId) => {
+        const [rows] = await db.query(`
+            SELECT r.*, u.nombre as usuario_nombre, u.rol as usuario_rol
+            FROM ticket_respuestas r
+            LEFT JOIN users u ON r.user_id = u.id
+            WHERE r.ticket_id = ?
+            ORDER BY r.created_at ASC
+        `, [ticketId]);
+        return rows;
+    },
+    addResponse: async (ticketId, userId, mensaje) => {
+        const [result] = await db.query(
+            'INSERT INTO ticket_respuestas (ticket_id, user_id, mensaje) VALUES (?, ?, ?)',
+            [ticketId, userId, mensaje]
+        );
+        return result.insertId;
+    },
+    countByStatus: async (companyId) => {
+        const [rows] = await db.query(
+            'SELECT status, COUNT(*) as total FROM tickets WHERE company_id = ? GROUP BY status',
+            [companyId]
+        );
+        return rows;
+    }
+};
+
+module.exports = Ticket;