wulf-pulse/migrations/036_create_ticket_workflow_tables.sql

-- Ticket Workflow Engine Tables
-- Refactors the monolithic workflow engine into a flexible, pipeline-like system
-- with per-workflow and per-step on/off switches, visual step editing, and
-- extensible step executors following the webhook pipeline engine pattern.

-- ============================================================================
-- Ticket Workflows — workflow definitions (analogous to webhook_pipelines)
-- ============================================================================
CREATE TABLE IF NOT EXISTS ticket_workflows (
    id SERIAL PRIMARY KEY,
    name VARCHAR(200) NOT NULL,
    description TEXT,
    is_active BOOLEAN DEFAULT true,
    trigger_event VARCHAR(50) NOT NULL,        -- 'ticket.created', 'ticket.updated'
    trigger_conditions JSONB NOT NULL DEFAULT '[]', -- array of {field, operator, value}
    sort_order INTEGER DEFAULT 0,
    created_at TIMESTAMP DEFAULT NOW(),
    updated_at TIMESTAMP DEFAULT NOW()
);

-- ============================================================================
-- Ticket Workflow Steps — steps within a workflow (analogous to pipeline_steps)
-- ============================================================================
CREATE TABLE IF NOT EXISTS ticket_workflow_steps (
    id SERIAL PRIMARY KEY,
    workflow_id INTEGER NOT NULL REFERENCES ticket_workflows(id) ON DELETE CASCADE,
    step_order INTEGER NOT NULL,
    step_type VARCHAR(50) NOT NULL,            -- 'classify','validate','ai_classify','ai_title','ai_troubleshooting','delay','update_ticket','filter'
    name VARCHAR(200) NOT NULL,
    config JSONB NOT NULL DEFAULT '{}',        -- step-specific configuration
    on_failure VARCHAR(20) DEFAULT 'continue',  -- 'continue', 'stop', 'skip_to'
    skip_to_step INTEGER,
    is_active BOOLEAN DEFAULT true,
    condition JSONB,                            -- optional condition to execute this step: {field, operator, value}
    created_at TIMESTAMP DEFAULT NOW(),
    updated_at TIMESTAMP DEFAULT NOW()
);

-- ============================================================================
-- Ticket Workflow Executions — execution log (replaces workflow_executions)
-- ============================================================================
CREATE TABLE IF NOT EXISTS ticket_workflow_executions (
    id SERIAL PRIMARY KEY,
    workflow_id INTEGER NOT NULL REFERENCES ticket_workflows(id) ON DELETE CASCADE,
    ticket_id BIGINT NOT NULL,
    ticket_number VARCHAR(50),
    status VARCHAR(20) NOT NULL DEFAULT 'pending', -- 'pending','running','completed','failed','skipped'
    classification_method VARCHAR(20),         -- 'robotic', 'ai', 'hybrid'
    branch VARCHAR(20),                        -- 'service_desk', 'noc', 'soc'
    context JSONB NOT NULL DEFAULT '{}',       -- accumulated data from steps
    field_changes JSONB,                       -- final changes applied to ticket
    started_at TIMESTAMP DEFAULT NOW(),
    completed_at TIMESTAMP,
    duration_ms INTEGER,
    error_message TEXT,
    created_at TIMESTAMP DEFAULT NOW()
);

-- ============================================================================
-- Ticket Workflow Execution Steps — per-step audit trail (replaces workflow_execution_steps)
-- ============================================================================
CREATE TABLE IF NOT EXISTS ticket_workflow_execution_steps (
    id SERIAL PRIMARY KEY,
    execution_id INTEGER NOT NULL REFERENCES ticket_workflow_executions(id) ON DELETE CASCADE,
    step_order INTEGER NOT NULL,
    step_type VARCHAR(50) NOT NULL,
    step_name VARCHAR(200),
    status VARCHAR(20) NOT NULL DEFAULT 'pending', -- 'pending','running','completed','failed','skipped'
    input_data JSONB,
    output_data JSONB,
    started_at TIMESTAMP,
    completed_at TIMESTAMP,
    duration_ms INTEGER,
    error_message TEXT
);

-- ============================================================================
-- Indexes
-- ============================================================================
CREATE INDEX IF NOT EXISTS idx_ticket_workflows_event ON ticket_workflows(trigger_event, is_active, sort_order);
CREATE INDEX IF NOT EXISTS idx_ticket_workflow_steps_workflow ON ticket_workflow_steps(workflow_id, step_order);
CREATE INDEX IF NOT EXISTS idx_ticket_workflow_executions_workflow ON ticket_workflow_executions(workflow_id, created_at DESC);
CREATE INDEX IF NOT EXISTS idx_ticket_workflow_executions_ticket ON ticket_workflow_executions(ticket_id, created_at DESC);
CREATE INDEX IF NOT EXISTS idx_ticket_workflow_executions_status ON ticket_workflow_executions(status, created_at DESC);
CREATE INDEX IF NOT EXISTS idx_ticket_workflow_execution_steps_exec ON ticket_workflow_execution_steps(execution_id, step_order);

-- ============================================================================
-- SEED: "Ticket Triage" Workflow (ports current hardcoded workflow-engine.ts logic)
-- ============================================================================
INSERT INTO ticket_workflows (name, description, is_active, trigger_event, trigger_conditions, sort_order) VALUES
    ('Ticket Triage',
     'Automatically classifies new tickets using robotic keyword matching, validates the classification, enhances with AI when needed, and writes back to Autotask.',
     true,
     'ticket.created',
     '[
         {
             "field": "ticket_category",
             "operator": "in",
             "value": [2, 3, 159, 161]
         },
         {
             "field": "creator_resource_id",
             "operator": "not_in",
             "value": [30861471]
         },
         {
             "field": "person_id",
             "operator": "not_in",
             "value": [30861575]
         },
         {
             "field": "company_id",
             "operator": "not_in",
             "value": [29861409, 29783545, 29861361, 29702433]
         }
     ]',
     10);

-- Step 1: Classify - Branch Routing
INSERT INTO ticket_workflow_steps (workflow_id, step_order, step_type, name, config, is_active) VALUES
    ((SELECT id FROM ticket_workflows WHERE name = 'Ticket Triage'), 1, 'classify', 'Branch Routing', '{
        "rule_type": "branch_routing",
        "result_field": "branch",
        "default_value": "service_desk"
    }', true);

-- Step 2: Classify - Ticket Type
INSERT INTO ticket_workflow_steps (workflow_id, step_order, step_type, name, config, is_active) VALUES
    ((SELECT id FROM ticket_workflows WHERE name = 'Ticket Triage'), 2, 'classify', 'Ticket Type', '{
        "rule_type": "ticket_type",
        "result_field": "ticket_type"
    }', true);

-- Step 3: Classify - Issue Classification
INSERT INTO ticket_workflow_steps (workflow_id, step_order, step_type, name, config, is_active) VALUES
    ((SELECT id FROM ticket_workflows WHERE name = 'Ticket Triage'), 3, 'classify', 'Issue Classification', '{
        "rule_type": "issue_classification",
        "result_field": "issue_type",
        "result_field_2": "sub_issue_type"
    }', true);

-- Step 4: Classify - Priority
INSERT INTO ticket_workflow_steps (workflow_id, step_order, step_type, name, config, is_active) VALUES
    ((SELECT id FROM ticket_workflows WHERE name = 'Ticket Triage'), 4, 'classify', 'Priority', '{
        "rule_type": "priority",
        "result_field": "priority"
    }', true);

-- Step 5: Classify - Queue Routing
INSERT INTO ticket_workflow_steps (workflow_id, step_order, step_type, name, config, is_active) VALUES
    ((SELECT id FROM ticket_workflows WHERE name = 'Ticket Triage'), 5, 'classify', 'Queue Routing', '{
        "rule_type": "queue_routing",
        "result_field": "queue_id"
    }', true);

-- Step 6: Validate Classification
INSERT INTO ticket_workflow_steps (workflow_id, step_order, step_type, name, config, is_active, on_failure) VALUES
    ((SELECT id FROM ticket_workflows WHERE name = 'Ticket Triage'), 6, 'validate', 'Validate Classification', '{
        "required_fields": []
    }', true, 'continue');

-- Step 7: AI Classify (conditional - only if validation failed)
INSERT INTO ticket_workflow_steps (workflow_id, step_order, step_type, name, config, is_active, condition) VALUES
    ((SELECT id FROM ticket_workflows WHERE name = 'Ticket Triage'), 7, 'ai_classify', 'AI Classification', '{
        "template_purpose": "ambiguous_classification",
        "skip_if_valid": true
    }', true, '{
        "field": "context.validation.is_valid",
        "operator": "equals",
        "value": false
    }');

-- Step 8: AI Title Cleanup (conditional - only if title needs cleanup)
INSERT INTO ticket_workflow_steps (workflow_id, step_order, step_type, name, config, is_active, condition) VALUES
    ((SELECT id FROM ticket_workflows WHERE name = 'Ticket Triage'), 8, 'ai_title', 'AI Title Cleanup', '{
        "template_purpose": "title_cleanup"
    }', true, '{
        "field": "context.classification.ai_reasons",
        "operator": "contains",
        "value": "Title"
    }');

-- Step 9: Delay before Autotask update
INSERT INTO ticket_workflow_steps (workflow_id, step_order, step_type, name, config, is_active) VALUES
    ((SELECT id FROM ticket_workflows WHERE name = 'Ticket Triage'), 9, 'delay', 'Delay Before Update', '{
        "duration_ms": "{{settings.autotask_update_delay_ms}}"
    }', true);

-- Step 10: Update Ticket in Autotask
INSERT INTO ticket_workflow_steps (workflow_id, step_order, step_type, name, config, is_active, on_failure) VALUES
    ((SELECT id FROM ticket_workflows WHERE name = 'Ticket Triage'), 10, 'update_ticket', 'Update Autotask Ticket', '{
        "use_field_changes": true
    }', true, 'stop');

-- Step 11: AI Troubleshooting (conditional - only for incidents)
INSERT INTO ticket_workflow_steps (workflow_id, step_order, step_type, name, config, is_active, condition) VALUES
    ((SELECT id FROM ticket_workflows WHERE name = 'Ticket Triage'), 11, 'ai_troubleshooting', 'Generate Troubleshooting Steps', '{
        "template_purpose": "troubleshooting_steps",
        "create_note": true
    }', true, '{
        "field": "context.field_changes.ticket_type.after",
        "operator": "equals",
        "value": 2
    }');