import { ChannelType } from "../Common/Channels/ChannelType";
import { ITicketAuditedEntity, ITicketProperty, TicketPriority, TicketPropertyValue } from "./Common";
import { ITicketMessageReference } from "./Conversation";
import type { ITicketCursorResponse } from "./Api";
import type { ITicketAttachmentUploadSession } from "./AdvancedApi";
import type { ITicketFieldOption, ITicketFieldValidation, ITicketObjectField, TicketFieldType } from "./Fields";
export declare enum TicketPortalAuthenticationMode {
    PUBLIC = "PUBLIC",
    OPTIONAL = "OPTIONAL",
    REQUIRED = "REQUIRED"
}
export declare enum TicketRequestDraftStatus {
    DRAFT = "DRAFT",
    VALIDATING = "VALIDATING",
    READY = "READY",
    SUBMITTED = "SUBMITTED",
    EXPIRED = "EXPIRED",
    CANCELLED = "CANCELLED"
}
export declare enum TicketCustomerAction {
    COMMENT = "COMMENT",
    ADD_ATTACHMENT = "ADD_ATTACHMENT",
    CANCEL = "CANCEL",
    REOPEN = "REOPEN",
    COMPLETE_FORM = "COMPLETE_FORM",
    APPROVE = "APPROVE"
}
export declare enum TicketAudienceRuleEffect {
    ALLOW = "ALLOW",
    DENY = "DENY"
}
export declare enum TicketNotificationEvent {
    CREATED = "CREATED",
    PUBLIC_REPLY = "PUBLIC_REPLY",
    PUBLIC_STATUS_CHANGED = "PUBLIC_STATUS_CHANGED",
    ACTION_REQUIRED = "ACTION_REQUIRED",
    RESOLVED = "RESOLVED",
    REOPENED = "REOPENED",
    SATISFACTION_REQUESTED = "SATISFACTION_REQUESTED"
}
export declare enum TicketDeflectionOutcome {
    SUGGESTION_SHOWN = "SUGGESTION_SHOWN",
    ARTICLE_OPENED = "ARTICLE_OPENED",
    KNOWN_ISSUE_OPENED = "KNOWN_ISSUE_OPENED",
    ABANDONED = "ABANDONED",
    TICKET_CREATED = "TICKET_CREATED"
}
export declare enum TicketKnowledgeReferenceType {
    ARTICLE = "ARTICLE",
    COLLECTION = "COLLECTION",
    FOLDER = "FOLDER"
}
export interface ITicketPortal extends ITicketAuditedEntity {
    name: string;
    slug: string;
    title: string;
    description?: string;
    logoUrl?: string;
    faviconUrl?: string;
    primaryColor?: string;
    defaultLocale: string;
    supportedLocales?: string[];
    authenticationMode: TicketPortalAuthenticationMode;
    allowTicketCreation: boolean;
    allowTicketTracking: boolean;
    allowComments: boolean;
    allowReopen: boolean;
    allowCancellation: boolean;
    allowAttachments: boolean;
    termsDocumentId?: string;
    privacyDocumentId?: string;
    enabled: boolean;
}
export interface ICreateTicketPortalDto {
    name: string;
    slug: string;
    title: string;
    description?: string;
    logoUrl?: string;
    faviconUrl?: string;
    primaryColor?: string;
    defaultLocale: string;
    supportedLocales?: string[];
    authenticationMode: TicketPortalAuthenticationMode;
    allowTicketCreation?: boolean;
    allowTicketTracking?: boolean;
    allowComments?: boolean;
    allowReopen?: boolean;
    allowCancellation?: boolean;
    allowAttachments?: boolean;
    termsDocumentId?: string;
    privacyDocumentId?: string;
    enabled?: boolean;
}
export interface IUpdateTicketPortalDto {
    name?: string;
    slug?: string;
    title?: string;
    description?: string | null;
    logoUrl?: string | null;
    faviconUrl?: string | null;
    primaryColor?: string | null;
    defaultLocale?: string;
    supportedLocales?: string[] | null;
    authenticationMode?: TicketPortalAuthenticationMode;
    allowTicketCreation?: boolean;
    allowTicketTracking?: boolean;
    allowComments?: boolean;
    allowReopen?: boolean;
    allowCancellation?: boolean;
    allowAttachments?: boolean;
    termsDocumentId?: string | null;
    privacyDocumentId?: string | null;
    enabled?: boolean;
}
export interface ITicketRequestType extends ITicketAuditedEntity {
    name: string;
    description?: string;
    categoryId: string;
    icon?: string;
    formId: string;
    formVersion?: number;
    workflowId?: string;
    defaultPriority?: TicketPriority;
    defaultAssignedGroupId?: string;
    slaPolicyId?: string;
    /**
     * @deprecated Never used. Public status resolution is space-level, not per
     * request type - see the public portal surface. Always undefined; will be
     * removed in a later release.
     */
    publicStatusSchemeId?: string;
    fieldDefinitionIds?: string[];
    layoutIds?: string[];
    audiencePolicyId?: string;
    enabled: boolean;
}
export interface ICreateTicketRequestTypeDto {
    name: string;
    description?: string;
    categoryId: string;
    icon?: string;
    formId?: string;
    formVersion?: number;
    workflowId?: string;
    defaultPriority?: TicketPriority;
    defaultAssignedGroupId?: string;
    slaPolicyId?: string;
    fieldDefinitionIds?: string[];
    layoutIds?: string[];
    audiencePolicyId?: string;
    enabled?: boolean;
}
export interface IUpdateTicketRequestTypeDto {
    name?: string;
    description?: string | null;
    categoryId?: string;
    icon?: string | null;
    formId?: string;
    formVersion?: number | null;
    workflowId?: string | null;
    defaultPriority?: TicketPriority | null;
    defaultAssignedGroupId?: string | null;
    slaPolicyId?: string | null;
    fieldDefinitionIds?: string[] | null;
    layoutIds?: string[] | null;
    audiencePolicyId?: string | null;
    enabled?: boolean;
}
export interface IServiceCatalog extends ITicketAuditedEntity {
    portalId: string;
    name: string;
    description?: string;
    order?: number;
    enabled: boolean;
}
export interface ICreateServiceCatalogDto {
    portalId: string;
    name: string;
    description?: string;
    order?: number;
    enabled?: boolean;
}
export interface IUpdateServiceCatalogDto {
    portalId?: string;
    name?: string;
    description?: string | null;
    order?: number | null;
    enabled?: boolean;
}
export interface IServiceCatalogSection extends ITicketAuditedEntity {
    catalogId: string;
    parentSectionId?: string;
    name: string;
    description?: string;
    icon?: string;
    order: number;
    enabled: boolean;
}
export interface ICreateServiceCatalogSectionDto {
    catalogId: string;
    parentSectionId?: string;
    name: string;
    description?: string;
    icon?: string;
    order?: number;
    enabled?: boolean;
}
export interface IUpdateServiceCatalogSectionDto {
    catalogId?: string;
    parentSectionId?: string | null;
    name?: string;
    description?: string | null;
    icon?: string | null;
    order?: number;
    enabled?: boolean;
}
export interface IServiceCatalogItem extends ITicketAuditedEntity {
    catalogId: string;
    sectionId?: string;
    requestTypeId: string;
    name: string;
    shortDescription?: string;
    imageUrl?: string;
    order: number;
    estimatedDeliveryMinutes?: number;
    audiencePolicyId?: string;
    enabled: boolean;
}
export interface ICreateServiceCatalogItemDto {
    catalogId: string;
    sectionId?: string;
    requestTypeId: string;
    name: string;
    shortDescription?: string;
    imageUrl?: string;
    order?: number;
    estimatedDeliveryMinutes?: number;
    audiencePolicyId?: string;
    enabled?: boolean;
}
export interface IUpdateServiceCatalogItemDto {
    catalogId?: string;
    sectionId?: string | null;
    requestTypeId?: string;
    name?: string;
    shortDescription?: string | null;
    imageUrl?: string | null;
    order?: number;
    estimatedDeliveryMinutes?: number | null;
    audiencePolicyId?: string | null;
    enabled?: boolean;
}
export interface ITicketAudienceRule {
    id: string;
    effect: TicketAudienceRuleEffect;
    authenticatedOnly?: boolean;
    organizationIds?: string[];
    contactSegmentIds?: string[];
    contactIds?: string[];
    roleIds?: string[];
    countries?: string[];
}
export interface ITicketAudiencePolicy extends ITicketAuditedEntity {
    name: string;
    description?: string;
    defaultEffect: TicketAudienceRuleEffect;
    rules: ITicketAudienceRule[];
    enabled: boolean;
}
export interface ICreateTicketAudiencePolicyDto {
    name: string;
    description?: string;
    defaultEffect: TicketAudienceRuleEffect;
    rules?: ITicketAudienceRule[];
    enabled?: boolean;
}
export interface IUpdateTicketAudiencePolicyDto {
    name?: string;
    description?: string | null;
    defaultEffect?: TicketAudienceRuleEffect;
    rules?: ITicketAudienceRule[];
    enabled?: boolean;
}
export interface ITicketRequestDraft {
    id: string;
    spaceId: string;
    portalId: string;
    requestTypeId: string;
    contactId?: string;
    formId: string;
    formVersion?: number;
    formSubmissionId?: string;
    status: TicketRequestDraftStatus;
    createdAt: Date;
    updatedAt?: Date;
    expiresAt: Date;
    submittedTicketId?: string;
}
export interface ITicketPublicStatus extends ITicketAuditedEntity {
    name: string;
    description?: string;
    color?: string;
    icon?: string;
    order: number;
}
export interface ITicketPublicStatusMapping extends ITicketAuditedEntity {
    schemeId: string;
    publicStatusId: string;
    internalStatusIds: string[];
}
export interface ITicketPublicStatusScheme extends ITicketAuditedEntity {
    name: string;
    description?: string;
    defaultPublicStatusId?: string;
    enabled: boolean;
}
export interface ICreateTicketPublicStatusDto {
    name: string;
    description?: string;
    color?: string;
    icon?: string;
    order: number;
}
export interface IUpdateTicketPublicStatusDto extends Partial<ICreateTicketPublicStatusDto> {
}
export interface ICreateTicketPublicStatusSchemeDto {
    name: string;
    description?: string;
    defaultPublicStatusId?: string;
    enabled?: boolean;
}
export interface IUpdateTicketPublicStatusSchemeDto extends Partial<ICreateTicketPublicStatusSchemeDto> {
}
/**
 * `schemeId` is absent on purpose: mappings are a sub-resource of a scheme
 * (`/public-status-schemes/:schemeId/mappings`), so the parent id comes from the
 * path.
 */
export interface ICreateTicketPublicStatusMappingDto {
    publicStatusId: string;
    internalStatusIds: string[];
}
export interface IUpdateTicketPublicStatusMappingDto extends Partial<ICreateTicketPublicStatusMappingDto> {
}
/** Customer-facing projection of ITicketPublicStatus: no audit or tenant fields. */
export interface ICustomerPublicStatusView {
    id: string;
    name: string;
    description?: string;
    color?: string;
    icon?: string;
    order: number;
}
/** Safe customer projection; internal activity, notes, routing and SLA details are intentionally excluded. */
export interface ICustomerTicketView {
    id: string;
    number: number;
    title: string;
    description?: string;
    contactId: string;
    requestTypeId?: string;
    categoryId: string;
    publicStatus: ICustomerPublicStatusView;
    priority?: TicketPriority;
    publicProperties?: ITicketProperty[];
    version: number;
    createdAt: Date;
    updatedAt?: Date;
    resolvedAt?: Date;
    messages?: ITicketMessageReference[];
    availableActions: TicketCustomerAction[];
}
export interface ICustomerTicketFilter {
    /** Mandatory. The surface never serves tickets across contacts. */
    contactId: string;
    search?: string;
    publicStatusIds?: string[];
    requestTypeIds?: string[];
    categoryIds?: string[];
    createdFrom?: Date;
    createdTo?: Date;
}
export declare enum CustomerTicketSortField {
    CREATED_AT = "CREATED_AT",
    UPDATED_AT = "UPDATED_AT",
    NUMBER = "NUMBER"
}
export interface ICustomerTicketQuery {
    filter: ICustomerTicketFilter;
    sort?: {
        field: CustomerTicketSortField;
        direction: 'ASC' | 'DESC';
    }[];
    cursor?: string;
    limit?: number;
}
export type CustomerTicketPage = ITicketCursorResponse<ICustomerTicketView>;
/** Reference only. Article content and lifecycle remain authoritative in Docs/Knowledge. */
export interface ITicketKnowledgeReference extends ITicketAuditedEntity {
    referenceType: TicketKnowledgeReferenceType;
    documentId: string;
    portalIds?: string[];
    requestTypeIds?: string[];
    categoryIds?: string[];
    locales?: string[];
    audiencePolicyId?: string;
    order?: number;
    enabled: boolean;
}
export interface ICreateTicketKnowledgeReferenceDto {
    referenceType: TicketKnowledgeReferenceType;
    documentId: string;
    portalIds?: string[];
    requestTypeIds?: string[];
    categoryIds?: string[];
    locales?: string[];
    audiencePolicyId?: string;
    order?: number;
    enabled?: boolean;
}
export interface IUpdateTicketKnowledgeReferenceDto {
    referenceType?: TicketKnowledgeReferenceType;
    documentId?: string;
    portalIds?: string[] | null;
    requestTypeIds?: string[] | null;
    categoryIds?: string[] | null;
    locales?: string[] | null;
    audiencePolicyId?: string | null;
    order?: number | null;
    enabled?: boolean;
}
/** Rules may work globally at portal level and become more specific by request type/category. */
export interface ITicketDeflectionRule extends ITicketAuditedEntity {
    name: string;
    portalId: string;
    requestTypeIds?: string[];
    categoryIds?: string[];
    knowledgeReferenceIds?: string[];
    includeKnownIssues?: boolean;
    minimumScore?: number;
    maximumSuggestions?: number;
    audiencePolicyId?: string;
    enabled: boolean;
}
export interface ICreateTicketDeflectionRuleDto {
    name: string;
    portalId: string;
    requestTypeIds?: string[];
    categoryIds?: string[];
    knowledgeReferenceIds?: string[];
    includeKnownIssues?: boolean;
    minimumScore?: number;
    maximumSuggestions?: number;
    audiencePolicyId?: string;
    enabled?: boolean;
}
export interface IUpdateTicketDeflectionRuleDto {
    name?: string;
    portalId?: string;
    requestTypeIds?: string[] | null;
    categoryIds?: string[] | null;
    knowledgeReferenceIds?: string[] | null;
    includeKnownIssues?: boolean;
    minimumScore?: number | null;
    maximumSuggestions?: number | null;
    audiencePolicyId?: string | null;
    enabled?: boolean;
}
export interface ITicketDeflectionSuggestion {
    knowledgeReferenceId?: string;
    knownIssueTicketId?: string;
    score?: number;
    position: number;
}
export interface ITicketDeflectionEvent {
    id: string;
    spaceId: string;
    portalId: string;
    sessionId: string;
    contactId?: string;
    requestTypeId?: string;
    categoryId?: string;
    query: string;
    suggestions: ITicketDeflectionSuggestion[];
    selectedKnowledgeReferenceId?: string;
    selectedKnownIssueTicketId?: string;
    outcome: TicketDeflectionOutcome;
    createdTicketId?: string;
    occurredAt: Date;
}
export interface ITicketCustomerNotificationPreference {
    id: string;
    spaceId: string;
    contactId: string;
    portalId?: string;
    locale?: string;
    channelTypes: ChannelType[];
    enabledEvents: TicketNotificationEvent[];
    mutedTicketIds?: string[];
    updatedAt: Date;
}
export interface ICreateTicketRequestDraftDto {
    portalId: string;
    requestTypeId: string;
    contactId?: string;
}
export interface ISubmitTicketRequestDto {
    draftId: string;
    formSubmissionId: string;
    idempotencyKey: string;
}
/** Just enough of the category to render a grouped catalog: a heading, its order,
 *  and the id the portal has to send back in ICreateCustomerTicketDto. */
export interface ICustomerRequestTypeCategoryView {
    id: string;
    name: string;
    description?: string;
    order: number;
}
/**
 * One entry of the portal's catalog.
 *
 * A customer-safe projection of ITicketRequestType, built as an allowlist rather
 * than by removing keys: the agent shape carries defaultAssignedGroupId (which
 * internal group handles what), workflowId, slaPolicyId, audiencePolicyId,
 * fieldDefinitionIds, layoutIds and the createdBy/updatedBy uuids of agents,
 * none of which belong on a public surface.
 *
 * `formId` / `formVersion` travel because the portal renders the form.
 * `defaultPriority` is a hint for preselection; the create endpoint applies its
 * own default regardless.
 */
export interface ICustomerRequestTypeView {
    id: string;
    name: string;
    description?: string;
    icon?: string;
    formId?: string;
    formVersion?: number;
    defaultPriority?: TicketPriority;
    category: ICustomerRequestTypeCategoryView;
}
/**
 * One field of the portal's create form.
 *
 * Allowlist over ITicketFieldDefinition: classification, maskingStrategy,
 * containsPii, readRoleIds, writeRoleIds, retentionPolicyId, conditions and the
 * scope arrays stay server-side. `validation`, `options` and `objectFields` do
 * travel — without them the portal cannot render a select or give the customer
 * feedback before a round trip that ends in a 422.
 *
 * `required` is the EFFECTIVE value for the creation context, not the field's
 * own flag: it already folds in requiredForStatusIds for the initial status and
 * any condition that makes the field mandatory.
 */
export interface ICustomerFormFieldView {
    nameKey: string;
    label: string;
    description?: string;
    placeholder?: string;
    type: TicketFieldType;
    required: boolean;
    defaultValue?: TicketPropertyValue;
    options?: ITicketFieldOption[];
    objectFields?: ITicketObjectField[];
    validation?: ITicketFieldValidation;
}
/**
 * What the portal renders so a customer can fill in `properties` on
 * ICreateCustomerTicketDto.
 *
 * NO LAYOUT, unlike the agent form schema: layouts are selected by roleIds and a
 * contact has no role, so "the effective layout for a customer" is not a
 * question the layout model can answer. Presentation belongs to the portal; this
 * answers membership, obligation and shape.
 */
export interface ICustomerFormSchemaView {
    requestTypeId: string;
    categoryId: string;
    fields: ICustomerFormFieldView[];
}
/**
 * One file the portal declares BEFORE any byte exists in storage.
 *
 * `sizeBytes` and `mimeType` are the client's DECLARATION and stay that way for
 * the life of the attachment: tickets-api never sees the bytes (media-api owns
 * storage), so there is nothing to compare them against.
 */
export interface ICreateCustomerTicketAttachmentDto {
    fileName: string;
    mimeType: string;
    sizeBytes: number;
    checksum?: string;
}
/**
 * Direct ticket creation from a portal, without going through a request draft.
 *
 * What is ABSENT is the contract, not an oversight: there is no channelType,
 * channelId, primaryConversationId, assigneeId, assigneeName, assignedGroupId,
 * statusId, origin, tagIds or externalReferences. Routing, channel provenance
 * and the internal taxonomy are decisions of the agent side; the server fills
 * them in (origin WEB_FORM, the space's initial status, the routing defaults of
 * the category and the request type).
 */
export interface ICreateCustomerTicketDto {
    /** Mongo ObjectId of the contact opening the ticket. Row-level authorisation
     *  of the whole customer surface: required, never defaulted. */
    contactId: string;
    title: string;
    description?: string;
    categoryId: string;
    requestTypeId?: string;
    /** Optional: a portal may or may not let the customer choose. Absent means the
     *  server default (MEDIUM). */
    priority?: TicketPriority;
    properties?: ITicketProperty[];
    /** Files the customer is about to upload. Declaring them here is what puts the
     *  upload destinations inside the create transaction. */
    attachments?: ICreateCustomerTicketAttachmentDto[];
    /** REQUIRED, unlike ICreateTicketDto where it is optional: a portal submit is
     *  the canonical double-click. `source` is NOT part of the contract - the
     *  server derives it from the portal slug, so one portal's keys cannot collide
     *  with another's. */
    idempotencyKey: string;
}
/**
 * The answer to a create, and the reason the flow is ordered ticket-first.
 *
 * `attachmentUploads` carries one session per declared attachment, in the order
 * they were declared, each already bound to the new ticket. The portal uploads
 * the bytes to `uploadUrl` and then completes each session. Until it does, the
 * ticket has no attachments - the deliberate trade: no byte is ever uploaded for
 * a ticket that failed to be created.
 */
export interface ICustomerTicketCreatedView {
    ticket: ICustomerTicketView;
    attachmentUploads: ITicketAttachmentUploadSession[];
}
export interface ICustomerTicketActionDto {
    expectedVersion: number;
    action: TicketCustomerAction;
    comment?: string;
    attachmentIds?: string[];
    formSubmissionId?: string;
}
/**
 * Confirmation that an uploaded file became an attachment of the ticket.
 *
 * An allowlist over ITicketAttachment, and note the two absences:
 *
 * - `storageKey` is the blob layout tickets-api and media-api agree on. It is
 *   internal plumbing, and a client that learned to build one could address
 *   blobs of tickets it never saw.
 * - `downloadUrl` is omitted because there is NO customer read path for
 *   attachments yet: ICustomerTicketView has no attachments field, and the url
 *   the agent surface hands out is an unsigned blob url that only resolves with
 *   a container SAS this surface has never discussed. Returning one would be
 *   offering a link that 403s.
 *
 * `createdBy` is absent too, for a duller reason: on this path it is the nil
 * uuid marker, which says nothing to anyone.
 */
export interface ICustomerTicketAttachmentView {
    id: string;
    fileName: string;
    mimeType: string;
    sizeBytes: number;
    createdAt: Date;
}