import { ChannelType } from "../Common/Channels/ChannelType";
import { ITicketAuditedEntity, ITicketProperty, TicketPriority } from "./Common";
import { ITicketMessageReference } from "./Conversation";
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;
    termsDocumentId?: string;
    privacyDocumentId?: string;
    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;
    publicStatusSchemeId?: string;
    fieldDefinitionIds?: string[];
    layoutIds?: string[];
    audiencePolicyId?: string;
    enabled: boolean;
}
export interface IServiceCatalog extends ITicketAuditedEntity {
    portalId: string;
    name: string;
    description?: string;
    order?: number;
    enabled: boolean;
}
export interface IServiceCatalogSection extends ITicketAuditedEntity {
    catalogId: string;
    parentSectionId?: string;
    name: string;
    description?: string;
    icon?: string;
    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 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 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;
}
/** Safe customer projection; internal activity, notes, routing and SLA details are intentionally excluded. */
export interface ICustomerTicketView {
    id: string;
    number: number;
    title: string;
    description?: string;
    requestTypeId?: string;
    categoryId: string;
    publicStatus: ITicketPublicStatus;
    priority?: TicketPriority;
    publicProperties?: ITicketProperty[];
    createdAt: Date;
    updatedAt?: Date;
    resolvedAt?: Date;
    messages?: ITicketMessageReference[];
    availableActions: TicketCustomerAction[];
}
/** 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;
}
/** 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 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;
}
export interface ICustomerTicketActionDto {
    action: TicketCustomerAction;
    comment?: string;
    attachmentIds?: string[];
    formSubmissionId?: string;
}