Tickets Schema · dazo/docs

Skema entitas Ticketing Konco. Tabel tickets adalah master; ticket_messages menyimpan pesan chat; ticket_activities audit log perubahan.

`tickets`

Master tiket bantuan.

Field	Tipe	Catatan
`id`	UUID (PK)
`ticket_number`	integer	Nomor urut (auto-increment) — di-pad ke 4 digit untuk display
`member_id`	UUID (FK)	→ `members.id` (pemilik tiket)
`admin_id`	UUID (FK, nullable)	→ `users.id` (admin penanggung jawab)
`subject`	string	Cast `CleanHtmlInput` (HTML purifier)
`description`	text	Cast `CleanHtmlInput`
`status`	string	`pending` / `open` / `closed`
`priority`	string (nullable)	`low` / `medium` / `high`
`reopened_at`	datetime (nullable)	Set saat tiket di-reopen
`closed_at`	datetime (nullable)
`created_by`, `updated_by`	UUID	`WithAuthor`
timestamps	—

Status derivasi

php

function getStatusInfoAttribute() &#123;
    $status = strtolower($this->status ?? 'open');
    if ($status === 'open' && $this->admin_id) &#123;
        $status = 'on progress';
    &#125;
    // ...badge color mapping
&#125;

Stored status	Display bila `admin_id` terisi
`pending`	pending (blue)
`open`	on progress (warning) — bila ada admin_id
`closed`	closed (red)

Relasi

Method	Tipe	Target
`message()`	HasMany	`TicketMessage`
`ads_account()`	HasMany	`TicketAdsAccount`
`member()`	BelongsTo	`Member`
`admin()`	BelongsTo	`User` (guard `admin`)
`activities()`	HasMany	`TicketActivity`

Model booted hooks

Event	Trigger	Side effect
`creating`	Ticket baru	Set `admin_id = null` eksplisit
`created`	Ticket tersimpan	Log activity “Tiket #{number} telah dibuat”
`updated`	`admin_id` berubah & tidak null	`TicketHandledNotification` + email `email.ticket.ongoing` + `AdminTicketAssignedNotification`
`updated`	`status` berubah ke `closed`	`TicketClosedNotification` + email `email.ticket.closed`
`updated`	`status` berubah ke `open` & `reopened_at` set	`TicketReopenedNotification` + email `email.ticket.reopened`
`deleting`	Hapus tiket	Cek guard admin / status pending, cascade hapus messages & ads_accounts

`ticket_messages`

Pesan tiket — live chat antara member & admin.

Field	Tipe	Catatan
`id`	UUID (PK)
`ticket_id`	UUID (FK)	→ `tickets.id`
`user_id`	UUID (FK)	→ `users.id` (pengirim — member atau admin)
`message`	text	Isi pesan
`read`	boolean	Status sudah dibaca penerima
`attachment_id`	UUID (FK, nullable)	→ `attachments.id`
`created_by`, `updated_by`	UUID	`WithAuthor`
timestamps	—

Event on create

TicketMessageCreated — broadcast ke channel private-ticket.{ticket_id} via Reverb. Frontend dengar event ini untuk append pesan ke chat UI real-time.

Relasi

Method	Tipe	Target
`ticket()`	BelongsTo	`Ticket`
`user()`	BelongsTo	`User` (pengirim)
`attachment()`	BelongsTo	`Attachment`

`ticket_ads_accounts`

Relasi tiket ↔ akun iklan (tiket bisa melibatkan multiple akun).

Field	Tipe
`id`	UUID (PK)
`ticket_id`	UUID (FK)
`ads_account_id`	UUID (FK)
`ads_id`	string (cache ID Meta)
timestamps	—

Accessor Ticket::getAdsAccountListAttribute() — return comma-separated ads_id list.

`ticket_activities`

Audit log perubahan tiket.

Field	Tipe	Catatan
`id`	UUID (PK)
`ticket_id`	UUID (FK)	→ `tickets.id`
`user_id`	UUID (FK)	→ `users.id` (actor)
`action`	string	`created` / `assigned` / `status_changed` / `closed` / `reopened`
`message`	string	Deskripsi perubahan
`metadata`	array (JSON, nullable)	Data tambahan
timestamps	—

`attachments`

Lampiran pesan tiket.

Field	Tipe	Catatan
`id`	UUID (PK)
`user_id`	UUID (FK)	Uploader
`filename`	string	Nama file asli
`path`	string	Path di storage
`mime_type`	string
`size`	integer	Bytes
`disk`	string	`local` / `public` / `s3`
timestamps	—

Ticket auto-assignment

Jika config ticket_support_role (UUID role) diset, Ticket::getadmin() auto-pilih admin random dengan role tersebut:

php

static function getadmin() &#123;
    $cs = Config::get_val('ticket_support_role');
    if (!Str::isUuid($cs)) return;
    return User::whereHas("roles", fn($q) => $q->where("id", $cs))
        ->admin()->active()->inRandomOrder()->pluck('id')->first();
&#125;

Broadcast channels

php

// routes/channels.php
Broadcast::channel('ticket.&#123;id&#125;', function ($user, $id) &#123;
    $ticket = Ticket::find($id);
    return $ticket && ($ticket->member_id === $user->member->id ?? null
        || $user->guard_name === 'admin');
&#125;);

Scopes

Scope	Fungsi
`scopeActive($q)`	`whereIn('status', ['pending', 'open'])`
`scopeUnread($q)`	Filter pesan belum dibaca — logic berbeda untuk admin vs member

Langkah berikutnya

Detail realtime ticketing & broadcast? Baca Realtime Ticketing.
Schema order tiket-tiket lain? Lihat Schema Index.
Detail event & channel? Lihat Conventions > Events.