Escalonamento de Nível (Back)

backend/src/modules/ticket/application/useCases/escalate/escalate.usecase.ts

@@ -9,6 +9,7 @@ import { ChatService } from '../../../../chat/application/chat.service';
 export interface EscalateTicketInput {
   id: string;
   groupId: string;
+  escalationLevel?: number;
   category: string;
   whatWasDone: string;
 }
@@ -41,7 +42,7 @@ export class EscalateTicketUseCase {
       throw new Error('Ticket not found');
     }
 
-    foundedTicket.escalate(input.groupId, input.category, input.whatWasDone);
+    foundedTicket.escalate(input.groupId, input.escalationLevel, input.category, input.whatWasDone);
 
     const escalatedTicket = await this.repository.save(foundedTicket);
 

backend/src/modules/ticket/domain/entities/tickect.entity.spec.ts

@@ -69,10 +69,12 @@ describe('Ticket entity', () => {
     ticket.assignToAgent(newAgentId);
 
     const newGroupId = randomUUID();
-    ticket.escalate(newGroupId, 'ia');
+
+    ticket.escalate(newGroupId, 1, 'ia');
 
     expect(ticket.status).toBe(TicketStatus.ESCALATED);
     expect(ticket.history.length).toBe(3);
+
     expect(ticket.history[2]).toMatchObject({
       event: TicketEvents.ESCALATE,
       responsibleAgent: newAgentId,
@@ -84,18 +86,35 @@ describe('Ticket entity', () => {
 
     expect(primitiveTicket.groupId).toBe(newGroupId);
     expect(primitiveTicket.category).toBe('ia');
+
+    // categoria alterada => nível volta para 1
     expect(primitiveTicket.escalationLevel).toBe(1);
+
     expect(primitiveTicket.agentId).toBeNull();
     expect(primitiveTicket.updatedAt).toBeInstanceOf(Date);
     expect(primitiveTicket.updatedAt).not.toBeNull();
   });
 
   it('Should throw an error when escalating a ticket without a responsible agent', () => {
-    expect(() => ticket.escalate(randomUUID(), 'iot')).toThrow(
+    expect(() =>
+      ticket.escalate(randomUUID(), 1, 'iot'),
+    ).toThrow(
       TicketValidationErrors.ECALATE_WITH_NO_AGENT_ERROR,
     );
   });
 
+  it('Should throw an error when closing a ticket with ESCALATED status', () => {
+    ticket.assignToAgent(randomUUID());
+
+    ticket.escalate(randomUUID(), 1, 'web_app');
+
+    expect(ticket.status).toBe(TicketStatus.ESCALATED);
+
+    expect(() => ticket.close('Test solution')).toThrow(
+      TicketValidationErrors.CLOSE_WITH_WRONG_STATUS_ERROR,
+    );
+  });
+
   it('Close a ticket should change the status and closedAt field, and add the event to history', () => {
     ticket.assignToAgent(randomUUID());
     ticket.close('Solução exemplo...');
@@ -123,7 +142,7 @@ describe('Ticket entity', () => {
 
   it('Should throw an error when closing a ticket with ESCALATED status', () => {
     ticket.assignToAgent(randomUUID());
-    ticket.escalate(randomUUID(), 'web_app');
+    ticket.escalate(randomUUID(),1, 'web_app');
 
     expect(ticket.status).toBe(TicketStatus.ESCALATED);
     expect(() => ticket.close('Test solution')).toThrow(

backend/src/modules/ticket/domain/entities/ticket.entity.ts

@@ -224,7 +224,13 @@ export class Ticket {
   }
 
   // Escalates the ticket to a new responsible group and optionally changes the category
-  escalate(groupId: string, category?: string, whatWasDone?: string): void {
+  escalate(
+    groupId: string,
+    escalationLevel?: number,
+    category?: string,
+    whatWasDone?: string,
+  ): void {
+
     if (!this._agentId) {
       throw new Error(TicketValidationErrors.ECALATE_WITH_NO_AGENT_ERROR);
     }
@@ -233,17 +239,23 @@ export class Ticket {
 
     this._groupId = groupId;
 
-    if (category && category !== this.category) {
+    // ALTERA A CATEGORIA
+    if (category) {
       this.category = category;
-      this.escalationLevel = 1;
-    } else {
-      if (this.escalationLevel >= 3) {
-        throw new Error(TicketValidationErrors.ESCALATION_LEVEL_MAX_ERROR);
+    }
+
+    // ALTERA O NÍVEL
+    if (escalationLevel !== undefined) {
+
+      if (![1, 2, 3].includes(escalationLevel)) {
+        throw new Error('Invalid escalation level');
       }
-      this.escalationLevel++;
+
+      this.escalationLevel = escalationLevel;
     }
 
     const previousAgentId = this._agentId;
+
     this._agentId = null;
 
     this._status = TicketStatus.ESCALATED;

backend/src/modules/ticket/presentation/controllers/ticket.controller.spec.ts

@@ -306,6 +306,7 @@ describe('TicketController', () => {
 
     const payload = {
       groupUD: randomUUID(),
+      escalationLevel: 1,
       category: 'iot',
     };
 
@@ -331,7 +332,7 @@ describe('TicketController', () => {
     const groupId = randomUUID();
 
     ticket.assignToAgent(agentId);
-    ticket.escalate(groupId, 'iot');
+    ticket.escalate(groupId,1, 'iot');
 
     const primitives = ticket.toPrimitives();
 

backend/src/modules/ticket/presentation/controllers/ticket.controller.ts

@@ -236,6 +236,7 @@ export class TicketController {
       }
       const data = TicketMapper.toEscalateTicketInput(id, {
         groupId: body.groupId,
+        escalationLevel: body.escalationLevel,
         category: body.category || '',
         whatWasDone: body.whatWasDone || '',
       });

backend/src/modules/ticket/presentation/dtos/escalateTicket.dto.ts

@@ -1,4 +1,4 @@
-import { IsNotEmpty, IsString } from 'class-validator';
+import { IsNotEmpty, IsString, IsNumber, IsOptional } from 'class-validator';
 import { ApiProperty } from '@nestjs/swagger';
 import { randomUUID } from 'crypto';
 
@@ -8,6 +8,15 @@ export class EscalateTicketRequest {
   @IsNotEmpty()
   groupId!: string;
 
+  @ApiProperty({
+    example: 2,
+    description: 'Nível de escalonamento',
+    required: false,
+  })
+  @IsNumber()
+  @IsOptional()
+  escalationLevel?: number;
+
   @ApiProperty({ example: 'web_app', description: 'Categoria do ticket' })
   @IsString()
   @IsNotEmpty()

backend/src/modules/ticket/presentation/dtos/updateTicketStatus.dto.ts

@@ -1,5 +1,5 @@
 import { ApiProperty } from '@nestjs/swagger';
-import { IsString, IsNotEmpty, IsEnum, IsOptional } from 'class-validator';
+import { IsString, IsNotEmpty, IsEnum, IsOptional, IsNumber } from 'class-validator';
 import { TicketStatus } from '../../domain/entities/ticket.entity';
 
 export class UpdateTicketStatusRequest {
@@ -42,4 +42,13 @@ export class UpdateTicketStatusRequest {
   @IsString()
   @IsOptional()
   whatWasDone?: string;
-}
+
+  @ApiProperty({
+    example: 2,
+    required: false,
+    description: 'Nível do escalonamento',
+  })
+  @IsNumber()
+  @IsOptional()
+  escalationLevel?: number;
+}

backend/src/modules/ticket/presentation/mappers/ticket.mapper.ts

@@ -28,6 +28,7 @@ export class TicketMapper {
     return {
       id: id,
       groupId: req.groupId,
+      escalationLevel: req.escalationLevel,
       category: req.category,
       whatWasDone: req.whatWasDone,
     };