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102 lines
4.4 KiB
Markdown
102 lines
4.4 KiB
Markdown
# Workflow Ticket Assignment Model
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## Problem
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The workflow ticket actions currently expose multiple overlapping assignment concepts:
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- `tickets.create.assigned_to`
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- `tickets.create.assignee`
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- `tickets.update_fields.patch.assigned_to`
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- `tickets.assign.assignee`
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This is confusing in the workflow editor, makes team-aware assignment inconsistent across actions, and does not provide a clean way to manage additional ticket assignees (`ticket_resources`) through workflows.
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## Goals
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1. Replace the legacy ticket workflow assignment fields with one canonical assignment model.
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2. Make the workflow editor render assignment pickers consistently, including nested picker-backed fields.
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3. Support additional assigned MSP users in workflow actions.
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4. Make assignment updates deterministic and idempotent.
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5. Keep team assignment semantics intuitive:
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- primary assignee resolved from the chosen team/queue/user
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- team members unioned with explicit additional users
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- duplicates removed
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- primary assignee never duplicated as an additional assignee
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## Non-goals
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1. Preserving backwards compatibility for old workflow assignment schemas.
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2. Adding a broader assignment abstraction for non-ticket workflow actions in this change.
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3. Redesigning ticket assignment behavior outside workflow actions.
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## Canonical assignment model
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All ticket workflow actions should use:
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```ts
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assignment: {
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primary: {
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type: 'user' | 'team' | 'queue',
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id: string
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} | null,
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additional_user_ids: string[]
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}
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```
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## Action-specific requirements
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### `tickets.create`
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- Remove `assigned_to` and `assignee`.
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- Add top-level `assignment`.
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- `assignment.primary` may be null.
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- If `assignment.primary` is null, `additional_user_ids` must be empty.
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- Persist `assignment.primary` to `tickets.assigned_to` / `tickets.assigned_team_id` as appropriate.
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- Persist `additional_user_ids` to `ticket_resources`.
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### `tickets.update_fields`
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- Remove `patch.assigned_to`.
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- Add `patch.assignment`.
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- `patch.assignment` is atomic replacement of workflow-visible assignment state.
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- If present, it replaces both the primary assignment and the additional-user set.
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### `tickets.assign`
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- Remove legacy `assignee` input.
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- Add top-level `assignment`.
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- `assignment.primary` is required.
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- Team/queue assignment keeps current primary-resolution behavior, but now also supports explicit `additional_user_ids`.
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- Final additional-user set = team/queue expansion union explicit `additional_user_ids`, minus the primary assignee.
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## Validation rules
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1. All referenced users must exist in the tenant and be active internal MSP users.
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2. Team primary assignment must resolve to a valid active lead.
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3. Queue primary assignment must resolve according to current queue behavior.
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4. `additional_user_ids` is replace-only and fully deterministic.
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5. Duplicates are removed.
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6. The resolved primary assignee is removed from the final additional-user set.
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## Workflow editor requirements
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1. Nested picker metadata must survive schema resolution for nullable/object-backed fields.
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2. `assignment.primary.type` renders as a fixed enum/select field.
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3. `assignment.primary.id` renders as a picker that depends on `assignment.primary.type`.
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4. `assignment.additional_user_ids` renders as a multi-user picker.
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5. The update-fields patch editor must support `patch.assignment` as structured input, not raw JSON-only authoring.
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## Technical design
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1. Add shared assignment schema builders/helpers in `shared/workflow/runtime/actions/businessOperations/tickets.ts`.
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2. Add one shared assignment resolver for workflow ticket actions.
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3. Add one shared ticket-resource reconciliation helper for workflow ticket actions.
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4. Update workflow editor field extraction/resolution so `x-workflow-picker-*` metadata is preserved when `anyOf` nullable wrappers are unwrapped.
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5. Extend the fixed-value workflow input editor to support multi-user picker editing for array fields.
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## Acceptance criteria
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1. No ticket workflow action input schema contains the legacy create/update/assign assignment fields.
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2. The workflow editor shows assignment pickers for the new model.
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3. `tickets.create`, `tickets.update_fields`, and `tickets.assign` all persist assignment state through the same canonical resolution rules.
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4. Additional assigned users are supported and reconciled deterministically.
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5. Team assignment plus explicit additional users uses union semantics.
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6. The resolved primary assignee is never duplicated into `ticket_resources`.
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