Settings (Ticket Fields + Assignment Rules)

Access control

• Required permission: canManageAgents
• Fallback behavior: Users without permission are redirected to /app.

Sections

• Ticket Assignment
  • Features:
    • Default assignee selector
    • Rule engine with conditions (source/category/priority)
    • Rule assignee target
    • Active toggle per rule
    • Rule remove action
  • Rule priority: Rules are evaluated by sortOrder ascending (then createdAt). First active match wins.
• Categories
  • Features:
    • Add category
    • Rename category
    • Remove category (soft-disable)
    • Per-category ‘Require linked order’ toggle
• Priorities
  • Features:
    • Add priority
    • Rename priority label
    • Remove priority (soft-disable)
• Statuses
  • Features:
    • Add status
    • Rename status label
    • Remove status (soft-disable)

Field option rules

• Storage: TicketFieldOption table
• Remove behavior: Options are marked isActive=false, not hard-deleted.
• Minimum active guardrail: At least one active option must remain per field type.
• Category rename special case: Renaming category updates both option value and existing tickets.category values in transaction.
• Default bootstrap: Missing defaults are auto-seeded by ensureTicketFieldOptions.

Assignment engine explained

Evaluation order

- Explicit assignee passed by form/action

- First active matching assignment rule
- Configured default assignee
- Manager fallback (best manager candidate)

Rule match fields

- source (portal/agent/chat/order_status)
- category
- priority

• Empty condition meaning: Blank condition means wildcard (match any value).

Ui persistence

• Collapsible sections: Open/closed states are component state only; they reset on page reload.
• Notice errors: Success and error messages are returned via query parameters notice/error.

Owner examples

• Assign all high-priority portal tickets to Manager
  • Configuration: Create assignment rule with source=portal, priority=high, assignee=Manager, active=true.
• Require order IDs for Shipping and Return/Refund
  • Configuration: In Categories section, enable ‘Require linked order’ for those categories.