# Generated by Django 5.2.17 on 2026-09-03 00:09 import django.db.models.deletion import uuid from django.conf import settings from django.db import migrations, models class Migration(migrations.Migration): dependencies = [ ('customers', '0004_notificationpreference_email_enabled_and_more'), ('support', '0001_initial'), ('tenancy', '0004_staffprofile'), migrations.swappable_dependency(settings.AUTH_USER_MODEL), ] operations = [ migrations.CreateModel( name='ComplaintAttachment', fields=[ ('id', models.UUIDField(default=uuid.uuid4, editable=False, primary_key=True, serialize=False)), ('file_name', models.CharField(max_length=255)), ('file_url', models.CharField(max_length=500)), ('file_size_bytes', models.PositiveIntegerField(default=0)), ('mime_type', models.CharField(blank=True, max_length=100)), ('created_at', models.DateTimeField(auto_now_add=True)), ], options={ 'db_table': 'support_complaint_attachment', 'ordering': ['-created_at'], }, ), migrations.CreateModel( name='ComplaintInternalNote', fields=[ ('id', models.UUIDField(default=uuid.uuid4, editable=False, primary_key=True, serialize=False)), ('note', models.TextField()), ('is_internal', models.BooleanField(default=True)), ('created_at', models.DateTimeField(auto_now_add=True)), ], options={ 'db_table': 'support_complaint_internal_note', 'ordering': ['-created_at'], }, ), migrations.CreateModel( name='ComplaintSLAPolicy', fields=[ ('id', models.UUIDField(default=uuid.uuid4, editable=False, primary_key=True, serialize=False)), ('priority', models.CharField(choices=[('LOW', 'Low'), ('MEDIUM', 'Medium'), ('HIGH', 'High'), ('CRITICAL', 'Critical')], max_length=20)), ('response_target_minutes', models.PositiveIntegerField(default=60)), ('resolution_target_hours', models.PositiveIntegerField(default=24)), ('escalation_threshold_hours', models.PositiveIntegerField(default=12)), ('is_active', models.BooleanField(default=True)), ('created_at', models.DateTimeField(auto_now_add=True)), ('updated_at', models.DateTimeField(auto_now=True)), ], options={ 'db_table': 'support_complaint_sla_policy', 'ordering': ['priority'], }, ), migrations.CreateModel( name='ComplaintTimeline', fields=[ ('id', models.UUIDField(default=uuid.uuid4, editable=False, primary_key=True, serialize=False)), ('event_type', models.CharField(max_length=50)), ('previous_value', models.CharField(blank=True, max_length=100)), ('new_value', models.CharField(blank=True, max_length=100)), ('summary', models.CharField(max_length=255)), ('notes', models.TextField(blank=True)), ('metadata', models.JSONField(blank=True, default=dict)), ('created_at', models.DateTimeField(auto_now_add=True)), ], options={ 'db_table': 'support_complaint_timeline', 'ordering': ['-created_at'], }, ), migrations.AddField( model_name='complaint', name='assigned_at', field=models.DateTimeField(blank=True, null=True), ), migrations.AddField( model_name='complaint', name='assigned_by', field=models.ForeignKey(blank=True, null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='assigned_by_support_complaints', to=settings.AUTH_USER_MODEL), ), migrations.AddField( model_name='complaint', name='assigned_to', field=models.ForeignKey(blank=True, null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='assigned_support_complaints', to=settings.AUTH_USER_MODEL), ), migrations.AddField( model_name='complaint', name='customer_confirmation', field=models.CharField(choices=[('PENDING', 'Pending Confirmation'), ('CONFIRMED', 'Customer Confirmed'), ('REJECTED', 'Reopened / Rejected by Customer')], default='PENDING', max_length=20), ), migrations.AddField( model_name='complaint', name='customer_confirmed_at', field=models.DateTimeField(blank=True, null=True), ), migrations.AddField( model_name='complaint', name='customer_feedback_notes', field=models.TextField(blank=True), ), migrations.AddField( model_name='complaint', name='customer_feedback_rating', field=models.PositiveSmallIntegerField(blank=True, null=True), ), migrations.AddField( model_name='complaint', name='diagnosis_category', field=models.CharField(blank=True, max_length=100), ), migrations.AddField( model_name='complaint', name='escalated_at', field=models.DateTimeField(blank=True, null=True), ), migrations.AddField( model_name='complaint', name='escalated_by', field=models.ForeignKey(blank=True, null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='escalated_support_complaints', to=settings.AUTH_USER_MODEL), ), migrations.AddField( model_name='complaint', name='escalated_to', field=models.ForeignKey(blank=True, null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='escalated_to_support_complaints', to=settings.AUTH_USER_MODEL), ), migrations.AddField( model_name='complaint', name='escalation_level', field=models.PositiveSmallIntegerField(default=0), ), migrations.AddField( model_name='complaint', name='escalation_reason', field=models.TextField(blank=True), ), migrations.AddField( model_name='complaint', name='first_response_at', field=models.DateTimeField(blank=True, null=True), ), migrations.AddField( model_name='complaint', name='is_escalated', field=models.BooleanField(default=False), ), migrations.AddField( model_name='complaint', name='is_resolution_sla_breached', field=models.BooleanField(default=False), ), migrations.AddField( model_name='complaint', name='is_response_sla_breached', field=models.BooleanField(default=False), ), migrations.AddField( model_name='complaint', name='linked_incident', field=models.ForeignKey(blank=True, null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='linked_complaints', to='support.incident'), ), migrations.AddField( model_name='complaint', name='reassignment_reason', field=models.TextField(blank=True), ), migrations.AddField( model_name='complaint', name='resolution_due_at', field=models.DateTimeField(blank=True, null=True), ), migrations.AddField( model_name='complaint', name='resolution_summary', field=models.TextField(blank=True), ), migrations.AddField( model_name='complaint', name='response_due_at', field=models.DateTimeField(blank=True, null=True), ), migrations.AddField( model_name='complaint', name='sla_status', field=models.CharField(choices=[('ON_TRACK', 'On Track'), ('DUE_SOON', 'Due Soon'), ('BREACHED', 'SLA Breached'), ('RESOLVED', 'Resolved')], default='ON_TRACK', max_length=20), ), migrations.AddField( model_name='complaint', name='source', field=models.CharField(choices=[('CUSTOMER_PORTAL', 'Customer Portal'), ('PHONE', 'Phone Call'), ('WHATSAPP', 'WhatsApp'), ('SMS', 'SMS'), ('WALK_IN', 'Walk-in Desk'), ('STAFF', 'Staff Registered'), ('SYSTEM', 'System Automated'), ('OTHER', 'Other')], default='STAFF', max_length=30), ), migrations.AlterField( model_name='complaint', name='category', field=models.CharField(choices=[('CONNECTIVITY', 'Connectivity'), ('SPEED', 'Speed'), ('BILLING', 'Billing'), ('DEVICE', 'Device'), ('INSTALLATION', 'Installation'), ('ROUTER_ISSUE', 'Router Issue'), ('ONU_ISSUE', 'ONU / Optical Issue'), ('FIBER_CABLE_DAMAGE', 'Fiber / Cable Damage'), ('POWER_ISSUE', 'Power / Adapter Issue'), ('PAYMENT_RELATED', 'Payment Related'), ('CONFIGURATION', 'Configuration'), ('OTHER', 'Other')], default='CONNECTIVITY', max_length=40), ), migrations.AlterField( model_name='complaint', name='status', field=models.CharField(choices=[('OPEN', 'Open'), ('NEW', 'New'), ('ACKNOWLEDGED', 'Acknowledged'), ('ASSIGNED', 'Assigned'), ('IN_PROGRESS', 'In Progress'), ('WAITING_CUSTOMER', 'Waiting for Customer'), ('WAITING_PARTS', 'Waiting for Parts'), ('ESCALATED', 'Escalated'), ('RESOLVED', 'Resolved'), ('CUSTOMER_CONFIRMED', 'Customer Confirmed'), ('CLOSED', 'Closed'), ('CANCELLED', 'Cancelled')], default='OPEN', max_length=30), ), migrations.AddIndex( model_name='complaint', index=models.Index(fields=['organization', 'assigned_to'], name='complaint_org_assigned_idx'), ), migrations.AddIndex( model_name='complaint', index=models.Index(fields=['organization', 'sla_status'], name='complaint_org_sla_idx'), ), migrations.AddField( model_name='complaintattachment', name='complaint', field=models.ForeignKey(on_delete=django.db.models.deletion.CASCADE, related_name='attachments_list', to='support.complaint'), ), migrations.AddField( model_name='complaintattachment', name='organization', field=models.ForeignKey(on_delete=django.db.models.deletion.CASCADE, related_name='%(app_label)s_%(class)s_records', to='tenancy.organization'), ), migrations.AddField( model_name='complaintattachment', name='uploaded_by', field=models.ForeignKey(blank=True, null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='uploaded_complaint_attachments', to=settings.AUTH_USER_MODEL), ), migrations.AddField( model_name='complaintinternalnote', name='author', field=models.ForeignKey(blank=True, null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='complaint_internal_notes', to=settings.AUTH_USER_MODEL), ), migrations.AddField( model_name='complaintinternalnote', name='complaint', field=models.ForeignKey(on_delete=django.db.models.deletion.CASCADE, related_name='internal_notes_list', to='support.complaint'), ), migrations.AddField( model_name='complaintinternalnote', name='organization', field=models.ForeignKey(on_delete=django.db.models.deletion.CASCADE, related_name='%(app_label)s_%(class)s_records', to='tenancy.organization'), ), migrations.AddField( model_name='complaintslapolicy', name='organization', field=models.ForeignKey(on_delete=django.db.models.deletion.CASCADE, related_name='%(app_label)s_%(class)s_records', to='tenancy.organization'), ), migrations.AddField( model_name='complainttimeline', name='actor', field=models.ForeignKey(blank=True, null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='complaint_timeline_events', to=settings.AUTH_USER_MODEL), ), migrations.AddField( model_name='complainttimeline', name='complaint', field=models.ForeignKey(on_delete=django.db.models.deletion.CASCADE, related_name='timeline_events', to='support.complaint'), ), migrations.AddField( model_name='complainttimeline', name='organization', field=models.ForeignKey(on_delete=django.db.models.deletion.CASCADE, related_name='%(app_label)s_%(class)s_records', to='tenancy.organization'), ), migrations.AddIndex( model_name='complaintinternalnote', index=models.Index(fields=['organization', 'complaint'], name='complaint_note_org_cmp_idx'), ), migrations.AddConstraint( model_name='complaintslapolicy', constraint=models.UniqueConstraint(fields=('organization', 'priority'), name='unique_sla_policy_per_priority_org'), ), migrations.AddIndex( model_name='complainttimeline', index=models.Index(fields=['organization', 'complaint'], name='complaint_time_org_cmp_idx'), ), migrations.AddIndex( model_name='complainttimeline', index=models.Index(fields=['organization', 'created_at'], name='complaint_time_org_dt_idx'), ), ]