// Support's commands.
syntax = "proto3";
package pharos.support.v1;
option go_package = "github.com/pharos-ai-factory/pharos-platform/services/beto/contracts/requests/generated/pharos/support/v1;supportv1";

import "pharos/contracts/v1/requests.proto";

// CreateTicket opens the acting user's ticket, whose ID the browser chose, with
// its opening message.
message CreateTicket {
  option (pharos.contracts.v1.contract) = { owner: "support" visibility: PUBLIC response: "pharos.requests.v1.Outcome" };
  optional string title = 1 [(pharos.contracts.v1.required_input) = true];
  optional string body = 2 [(pharos.contracts.v1.required_input) = true];
  // Removed Run-to-ticket references; existing ticket messages retain their text.
  reserved 3 to 7;
  reserved "project_id", "run_id", "repository_type", "repository_name", "run_kind";
}

// CloseTicket asks to close the acting user's ticket.
message CloseTicket {
  option (pharos.contracts.v1.contract) = { owner: "support" visibility: PUBLIC response: "pharos.requests.v1.Outcome" };
}

// AddMessage writes the acting user's message, whose ID the browser chose, on
// one of their tickets.
message AddMessage {
  option (pharos.contracts.v1.contract) = { owner: "support" visibility: PUBLIC response: "pharos.requests.v1.Outcome" };
  optional string ticket_id = 1 [(pharos.contracts.v1.required_input) = true];
  optional string body = 2 [(pharos.contracts.v1.required_input) = true];
}

// RequestCustomerLink links a Pharos user to a support service customer. Only
// the operator's CLI credential may send it, until users are registered. An
// empty email means none is verified yet: the link awaits a contact, and a
// later request with an email resumes it.
message RequestCustomerLink {
  option (pharos.contracts.v1.contract) = { owner: "support" visibility: PUBLIC response: "pharos.requests.v1.Outcome" };
  optional string email = 1 [(pharos.contracts.v1.required_input) = true];
  optional string first_name = 2 [(pharos.contracts.v1.required_input) = true];
  optional string last_name = 3 [(pharos.contracts.v1.required_input) = true];
}

// Support's private commands; the API never sends them. A reaction queues each
// one after any support service call; the webhook and the support-retry job run
// the last three directly. Stored command bytes are durable: keep field numbers
// stable.

// RecordFilingResultCommand records the support service's ticket, or why it
// was not filed. Exactly one of support_service_ticket_id and failure_reason.
message RecordFilingResultCommand {
  option (pharos.contracts.v1.contract) = { owner: "support" visibility: PRIVATE response: "pharos.requests.v1.Outcome" };
  optional string support_service_ticket_id = 1;
  optional string support_service_number = 2;
  optional string support_service_message_id = 3;
  optional string failure_reason = 4;
}

// RecordOpeningMessageCommand records a ticket's first message, dated with the ticket.
message RecordOpeningMessageCommand {
  option (pharos.contracts.v1.contract) = { owner: "support" visibility: PRIVATE response: "pharos.requests.v1.Outcome" };
  optional string ticket_id = 1 [(pharos.contracts.v1.required_input) = true];
  optional string user_id = 2 [(pharos.contracts.v1.required_input) = true];
  optional string body = 3 [(pharos.contracts.v1.required_input) = true];
  optional string ticket_created_at = 4 [(pharos.contracts.v1.required_input) = true];
}

// MarkOpeningMessageDeliveredCommand: the opening message reached the support
// service with its ticket.
message MarkOpeningMessageDeliveredCommand {
  option (pharos.contracts.v1.contract) = { owner: "support" visibility: PRIVATE response: "pharos.requests.v1.Outcome" };
  optional string support_service_message_id = 1 [(pharos.contracts.v1.required_input) = true];
}

// DispatchMessageCommand claims the ticket's oldest waiting message for
// sending, or fails it with failure_reason when the ticket never reached the
// support service.
message DispatchMessageCommand {
  option (pharos.contracts.v1.contract) = { owner: "support" visibility: PRIVATE response: "pharos.requests.v1.Outcome" };
  optional string failure_reason = 1;
}

// RecordMessageResultCommand records the support service's message, or why it
// was not posted. Exactly one of the two.
message RecordMessageResultCommand {
  option (pharos.contracts.v1.contract) = { owner: "support" visibility: PRIVATE response: "pharos.requests.v1.Outcome" };
  optional string support_service_message_id = 1;
  optional string failure_reason = 2;
}

// RecordCloseResultCommand records that the support service closed the ticket
// (as of support_service_updated_at there), or why it did not.
message RecordCloseResultCommand {
  option (pharos.contracts.v1.contract) = { owner: "support" visibility: PRIVATE response: "pharos.requests.v1.Outcome" };
  optional string support_service_updated_at = 1;
  optional string failure_reason = 2;
}

// AgentReply is a support agent's public message read from the support service.
message AgentReply {
  optional string support_service_message_id = 1 [(pharos.contracts.v1.required_input) = true];
  optional string author = 2 [(pharos.contracts.v1.required_input) = true];
  optional string body = 3 [(pharos.contracts.v1.required_input) = true];
  optional string written_at = 4 [(pharos.contracts.v1.required_input) = true];
}

// RecordSupportServiceReadCommand records one re-read of a ticket: its state
// there (or that it is no longer shown to Pharos) and its agent replies.
message RecordSupportServiceReadCommand {
  option (pharos.contracts.v1.contract) = { owner: "support" visibility: PRIVATE response: "pharos.requests.v1.Outcome" };
  bool withdrawn = 1;
  bool closed = 2;
  optional string updated_at = 3;
  repeated AgentReply replies = 4;
}

// ApplySupportServiceStateCommand brings the ticket in step with the support
// service: closed or reopened as of updated_at, or withdrawn.
message ApplySupportServiceStateCommand {
  option (pharos.contracts.v1.contract) = { owner: "support" visibility: PRIVATE response: "pharos.requests.v1.Outcome" };
  bool withdrawn = 1;
  bool closed = 2;
  optional string updated_at = 3;
}

// ReceiveAgentMessageCommand records an imported agent reply as a message.
message ReceiveAgentMessageCommand {
  option (pharos.contracts.v1.contract) = { owner: "support" visibility: PRIVATE response: "pharos.requests.v1.Outcome" };
  optional string ticket_id = 1 [(pharos.contracts.v1.required_input) = true];
  optional string user_id = 2 [(pharos.contracts.v1.required_input) = true];
  optional string author = 3 [(pharos.contracts.v1.required_input) = true];
  optional string body = 4 [(pharos.contracts.v1.required_input) = true];
  optional string support_service_message_id = 5 [(pharos.contracts.v1.required_input) = true];
  optional string written_at = 6 [(pharos.contracts.v1.required_input) = true];
}

// RecordLinkResultCommand records the support service customer found, claimed
// or created (result "linked"), an unreachable service ("failed") or a problem
// for a person ("conflict").
message RecordLinkResultCommand {
  option (pharos.contracts.v1.contract) = { owner: "support" visibility: PRIVATE response: "pharos.requests.v1.Outcome" };
  optional string result = 1 [(pharos.contracts.v1.required_input) = true];
  optional string support_service_user_id = 2;
  optional string reason = 3;
}

// RequestSyncCommand records that the support service may have changed a ticket.
message RequestSyncCommand {
  option (pharos.contracts.v1.contract) = { owner: "support" visibility: PRIVATE response: "pharos.requests.v1.Outcome" };
}

// ReleaseMessageCommand returns a claim held too long to pending.
message ReleaseMessageCommand {
  option (pharos.contracts.v1.contract) = { owner: "support" visibility: PRIVATE response: "pharos.requests.v1.Outcome" };
}

// RetryCustomerLinkCommand starts another attempt for a due link, with the
// contact details last recorded for the user.
message RetryCustomerLinkCommand {
  option (pharos.contracts.v1.contract) = { owner: "support" visibility: PRIVATE response: "pharos.requests.v1.Outcome" };
  optional string email = 1 [(pharos.contracts.v1.required_input) = true];
  optional string first_name = 2 [(pharos.contracts.v1.required_input) = true];
  optional string last_name = 3 [(pharos.contracts.v1.required_input) = true];
}

// RecordContactResultCommand records whether the linked customer took the
// contact at revision ("synced"), the service was unreachable ("failed") or a
// person must act ("conflict").
message RecordContactResultCommand {
  option (pharos.contracts.v1.contract) = { owner: "support" visibility: PRIVATE response: "pharos.requests.v1.Outcome" };
  optional uint64 revision = 1 [(pharos.contracts.v1.required_input) = true];
  optional string result = 2 [(pharos.contracts.v1.required_input) = true];
  optional string reason = 3;
}

// RetryCustomerContactCommand gives the linked customer the recorded contact
// again when its update is due.
message RetryCustomerContactCommand {
  option (pharos.contracts.v1.contract) = { owner: "support" visibility: PRIVATE response: "pharos.requests.v1.Outcome" };
}

// ApplyPartyContactCommand applies a registered Party's verified contact to its
// link, at Party Governance's attributes revision. Revision 0 only registers the
// Party: its link waits for a verified email. Email is empty when none is verified.
message ApplyPartyContactCommand {
  option (pharos.contracts.v1.contract) = { owner: "support" visibility: PRIVATE response: "pharos.requests.v1.Outcome" };
  optional uint64 revision = 1 [(pharos.contracts.v1.required_input) = true];
  optional string email = 2 [(pharos.contracts.v1.required_input) = true];
  optional string first_name = 3 [(pharos.contracts.v1.required_input) = true];
  optional string last_name = 4 [(pharos.contracts.v1.required_input) = true];
}

// ApplyPartyAccessCommand records whether a Party may sign in, at Party
// Governance's authentication revision (auth_version). A disabled Party's
// customer may not sign in to the support service.
message ApplyPartyAccessCommand {
  option (pharos.contracts.v1.contract) = { owner: "support" visibility: PRIVATE response: "pharos.requests.v1.Outcome" };
  optional uint64 revision = 1 [(pharos.contracts.v1.required_input) = true];
  optional bool active = 2 [(pharos.contracts.v1.required_input) = true];
}

// RecordAccessResultCommand records what changing the customer's sign-in at
// revision achieved: synced, failed or conflict (with a reason).
message RecordAccessResultCommand {
  option (pharos.contracts.v1.contract) = { owner: "support" visibility: PRIVATE response: "pharos.requests.v1.Outcome" };
  optional uint64 revision = 1 [(pharos.contracts.v1.required_input) = true];
  optional string result = 2 [(pharos.contracts.v1.required_input) = true];
  optional string reason = 3;
}

// RetryCustomerAccessCommand changes the customer's sign-in again when that is due.
message RetryCustomerAccessCommand {
  option (pharos.contracts.v1.contract) = { owner: "support" visibility: PRIVATE response: "pharos.requests.v1.Outcome" };
}