# Architecture

Server-rendered Laravel + Livewire app (no SPA/API-driven frontend for the app
itself — the REST API in `routes/api.php` exists purely for external
integrations). See [README.md](README.md) for the feature list and tech stack;
this doc covers how the pieces fit together.

## Request flow

1. `routes/web.php` gates every area behind `auth` + a role middleware
   (`role:client`, `role:operator`, `role:admin` → `App\Http\Middleware\EnsureRole`),
   which checks the role against `$user->roles`. A user can hold multiple roles at
   once; the router just requires *one* of the listed roles per route group.
2. Each route resolves to a full-page Livewire component under
   `app/Livewire/{Client,Operator,Admin,Auth}/` — there are no traditional
   controllers rendering Blade views for these areas (the REST API in
   `routes/api.php` is the exception, backed by `app/Http/Controllers/Api/`).
3. Livewire components call into `app/Services/TicketService.php` for anything
   that mutates ticket state (create/transition/reply/notify) rather than
   mutating models directly — keep that convention when adding new mutations so
   notification/history/SLA side effects stay in one place.
4. `App\Providers\AppServiceProvider::boot()` runs a settings override pass on
   every request (`applyLdapSettingsOverride`, `applyMailSettingsOverride`,
   `applySessionSettingsOverride`, `applyTimezoneSettingsOverride`) — see
   "Settings override" below.

## Data model

Core tables/models (`app/Models/`):

```
Category ─< Subcategory ─< CustomField        (per-subcategory custom fields)
                 │
                 └──< Ticket >── Team          (subcategory routes to a team)
                          │
                          ├──< TicketMessage   (public replies + internal notes)
                          ├──< TicketAttachment
                          ├──< TicketHistory
                          ├──< TicketFieldValue (queryable custom_fields values, kept in sync)
                          ├── aiSummary → TicketAiSummary       (1:1, triage+summary state)
                          ├── snipeitAsset → TicketSnipeitAsset (1:1, linked asset)
                          ├── customer/assignee → User
                          ├── status  → Status   (fixed stages: new/open/closed)
                          ├── priority → Priority → SlaRule (response/resolution minutes)
                          └── csat_rating/csat_comment/csat_rated_at (nullable — set once, on close)

User ─< UserFieldValue >─ UserField
User ─< SavedQueueView                          (operator's own saved queue filter/sort/column presets)
User ─< notifications (Laravel's database channel — polymorphic, morph-mapped as 'user')
ApiClient                                       (Sanctum token owner, ability-scoped)
Setting                                          (single-row-per-key config store, see below)
ReplyQuickAction, ResponseTemplate, EmailTemplate, NotificationSetting
```

`tickets.subject`/`tickets.body` and `ticket_messages.body` carry a MySQL/MariaDB
`FULLTEXT` index (added in a later migration, MySQL-only — absent on the sqlite
connection the test suite runs on) — `Ticket::scopeSearch()` uses
`whereFullText()` when the active connection is `mysql` and falls back to a
portable `LIKE` otherwise, so the same call site works in both places.

`Ticket` (`app/Models/Ticket.php`) is the largest model — it owns SLA math
(`slaInfo()`, `isOverdue()`, `resolutionDeadline()`), status/priority display
helpers (`statusLabel()`, `tagStyleFromColor()`), operator-visibility scoping
(`scopeVisibleToOperator`, `isVisibleToOperator` — a team member sees their team's
queue + unassigned + anything assigned to them, an admin sees everything), and
work-timer tracking (`timerElapsedSeconds()`). Keep ticket-shaped logic here
rather than spreading it across Livewire components.

**Virtual `ai_*`/`snipeit_*` attributes.** The AI triage/summary fields
(`ai_triaged_at`, `ai_summary`, `ai_suggested_action`, `ai_summary_generated_at`)
and the Snipe-IT link (`snipeit_asset_id`, `snipeit_asset_name`) are **not**
real columns on `tickets` — they live on the related `TicketAiSummary`/
`TicketSnipeitAsset` rows shown in the diagram above (each table's own columns
drop the prefix, e.g. `ticket_ai_summaries.summary`). `Ticket` overrides
`getAttribute()`/`setAttribute()` (see `AI_SUMMARY_FIELD_MAP`/
`SNIPEIT_FIELD_MAP`) so every existing `$ticket->ai_summary`/
`$ticket->update(['snipeit_asset_id' => ...])` call site keeps working
unchanged against the new tables — the same pattern `TicketMessage` already
uses for its own virtual `role`/`author_id`. A write is queued
(`$pendingVirtualAttributes`) and flushed into the related row's
`updateOrCreate()` on the model's `saved` event, since a brand-new ticket has
no id yet to key the related row on until that point. If you add a new
`ai_*`/`snipeit_*` field, add it to the relevant `FIELD_MAP` rather than to
`tickets` directly.

**Custom field values.** `tickets.custom_fields` (a JSON blob, `field.id =>
value`) stays the source of truth for reads/writes — `TicketFieldValue`
(`ticket_field_values`, one row per non-blank entry) is a queryable mirror
kept in sync automatically by `Ticket::syncFieldValues()` (called from the
same `saved` hook whenever `custom_fields` changes), so reporting can
filter/join on "tickets where custom field X = Y" without scanning JSON.
Nothing else needs to write to `ticket_field_values` directly.

**`source` validation.** `Ticket::SOURCES`/`TicketMessage::SOURCES` are the
only values ever allowed in `tickets.source`/`ticket_messages.source`
(`'web'`/`'email'`/`'hesk_import'`; `null` still means "web" for messages) —
enforced by a `saving` listener that throws `InvalidArgumentException` on
anything else, so a typo'd literal fails loudly instead of sticking silently.
Add new values to the constant before writing them anywhere.

## Ticket numbering & URLs

A ticket carries three distinct identifiers, each with a different job:

- **`id`** — the DB primary key. Never shown to users; the REST API
  (`routes/api.php`) is deliberately pinned to it (`{ticket:id}` explicit
  binding on every `{ticket}` route) so external integrations have a stable
  contract regardless of the numbering settings below.
- **`number`** — a plain sequential string (`Ticket::nextNumber()`, max+1
  starting at 1001), unique but otherwise unremarkable. Backs `scopeSearch()`
  and the numeric sort in `Operator/Queue.php` regardless of display mode.
- **`checksum`** — a 6-digit HMAC-derived value (salted with `app.key`,
  keyed off `id`), assigned once in a `Ticket::booted()` `created` listener
  and never changed afterward. Collisions are handled for real, not just
  assumed away: `Ticket::generateUniqueChecksum()` walks a nonce forward
  until the candidate is free (checked against the DB), and the column has a
  `unique()` constraint as a hard backstop.

`Ticket::displayNumber()`/`formattedNumber()` pick between `number` (zero-padded
to `Settings::get('ticket_number_min_length')`) and `checksum` based on
`Settings::bool('ticket_number_obfuscate')` — the "Ukryj kolejność zgłoszeń"
toggle in Admin > Konfiguracja. `Ticket` also overrides `getRouteKey()` and
`resolveRouteBinding()` to mirror that same choice, so **the web routes**
(`routes/web.php`, all plain `{ticket}` implicit bindings — no explicit field)
resolve and generate URLs against whichever column is currently the display
number: flip the setting and both the visible number *and* every link
(`route('client.ticket', $ticket)` etc.) switch together, and a bookmarked URL
built under the old mode stops resolving. This is why the API routes need the
explicit `{ticket:id}` override — without it, the same global `getRouteKey()`
change would silently start requiring `number`/`checksum` in API path params
too, breaking the documented `integer` "Ticket id" contract.

The `{numer}` placeholder available in admin-editable e-mail templates
(Admin > Szablony e-mail / Wyzwalacze) resolves to `formattedNumber()`
*without* `displayNumber()`'s prefix — those templates already hardcode their
own `#{numer}`, so adding the prefix there too would double it up or clash
with a non-default prefix.

A ticket route binding that resolves to nothing (most commonly: the ticket
was deleted while someone had it open, and a later request — typically
Livewire's own "model missing during hydration" recovery, which does a full
`window.location.reload()` of the same page — hits `{ticket}` again) no
longer surfaces Laravel's default 404 page. `bootstrap/app.php` registers a
`NotFoundHttpException` render callback (note: `Handler::prepareException()`
already converts `ModelNotFoundException` into `NotFoundHttpException`,
wrapped as `getPrevious()`, *before* any render callback runs — a callback
typed against `ModelNotFoundException` itself would never match) that
redirects to `operator.queue`/`client.dashboard` instead, for any
authenticated request under `operator/*`/`client/*`.

That global handler only ever sees a full HTTP request (a page load/reload),
not Livewire's own AJAX update endpoint (`/livewire/update`, which doesn't
match the `operator/*`/`client/*` path check) — so it doesn't cover an
operator who already has a ticket open when it's deleted, or whose team gets
reassigned (by anyone, including via their own action — see "Teams" in
[README.md](README.md)) to one outside their visible scope
(`Ticket::isVisibleToOperator()`) mid-session. `Operator\TicketShow` handles
that case itself: a Livewire component's typed public model property
(`public Ticket $ticket`) is re-fetched by id on every subsequent request via
`firstOrFail()` (`Livewire\Features\SupportModels\ModelSynth::hydrate()`),
which throws `ModelNotFoundException` *before* any of the component's own
method code runs if the row is gone — too early for an ordinary try/catch
inside an action method to ever catch. The component instead defines
Livewire's `exception($e, $stopPropagation)` lifecycle hook (called for any
exception raised anywhere in the component's request lifecycle, hydration
included) to catch that case and redirect. The narrower case — ticket still
exists but is no longer visible, e.g. after a team reassignment — doesn't
throw at all, so it's caught separately: `refreshOrRedirectAway()` re-checks
`isVisibleToOperator()` after every live-update refresh
(`onQueueChanged()`/`refreshTicketData()`) and after the operator's own
`setTeam()` call, redirecting immediately rather than leaving them on a
ticket they can no longer legitimately keep viewing.

## Roles & permissions

`$user->roles` reads/writes as a plain array (`['client', 'operator']`), but
it's a **virtual attribute** (`User::getAttribute()`/`setAttribute()`
overrides) backed by a real `roles` lookup table + `role_user` pivot, not an
actual column — assigning `'roles' => [...]` on create/update stashes the keys
until the model's `saved` hook resolves them against `roles.key` and syncs the
pivot. This matters for tests/seeders: a role key must exist in the `roles`
table *before* it can be assigned this way, or the assignment silently becomes
a no-op (`Tests\TestCase::setUp()` seeds the 3 fixed roles for exactly this
reason, since almost every test creates a role-bearing user). Checked via
`EnsureRole` at the route level. Every account gets `client` by default
(`App\Ldap\Handlers\AssignDefaultRole` for LDAP-provisioned accounts); staff
switch areas via the header role switcher, but always land on `/client` first
after login.

## Authentication

`config/auth.php` defines the default `web` guard against an LDAP-backed user
provider (LdapRecord); a plain Eloquent provider is kept alongside it only for
local tooling/tests that don't hit a directory. In production, LDAP bind is the
primary path; the local fallback account (`admin@example.com` from the seeder)
authenticates against a local password when the LDAP bind doesn't match — this is
the account used for first login after a fresh install (see
[install.md](install.md)).

`app/Ldap/Handlers/` hooks into LdapRecord's import/sync events:
`AssignDefaultRole` grants the `client` role to new LDAP-provisioned accounts,
`SyncUserFieldsFromLdap` keeps `UserFieldValue` rows in sync with directory
attributes.

`app/Ldap/` has two directory-schema models — `LldapUser` (LLDAP/OpenLDAP,
the default) and `AdUser` (Active Directory, `LdapRecord\Models\ActiveDirectory\User`
under the hood). `Settings::ldapUserModelClass()` picks between them based on
the `ldap_directory_type` setting, and `AppServiceProvider::applyLdapSettingsOverride()`
wires the chosen class into `config('auth.providers.users.model')` on every
request — same live-override mechanism as the connection host/base DN below.
`LdapUserProvisioner` (used for sync + guest auto-provisioning) resolves the
same setting at call time rather than caching the class, so switching
directory type takes effect without a redeploy.

## Settings override ("live config")

`App\Support\Settings` (`app/Support/Settings.php`) is a cached key/value reader
over the `settings` table, with hardcoded defaults for every key (company name,
LDAP/SMTP connection details, attachment limits, session lifetime, timezone,
branding/email HTML, etc.). Admin > Konfiguracja (general/attachments/session),
Poczta (SMTP) and Integracje (LDAP, BookStack) all write to this same table, and
`AppServiceProvider::boot()` re-applies the relevant subset of it over
`config()` on every request — meaning **`Setting` rows win over `.env`** for
LDAP, mail, session lifetime and timezone once they're non-empty. This is by
design (lets an admin reconfigure LDAP/SMTP without a redeploy) but is also the
source of the "seeded placeholder overrides real `.env` values" gotcha
documented in [install.md](install.md) — anything touching LDAP/mail/session/
timezone config should go through `Settings`, not raw `config()`/`.env` reads.

`settingsTableUsable()` gates all four overrides on whether the `settings`
table is safe to query yet — but is deliberately scoped to just the `migrate`
command family (`runningConsoleCommand('migrate', 'migrate:fresh', ...)`), not
"any console command". It used to blanket-skip for every console invocation
(exempting only unit tests), which silently broke every scheduled command's
outbound mail: `AppServiceProvider::boot()` runs on each process including
`schedule:run`-invoked commands, so `tickets:check-sla-breaches`,
`automation:run-rules` and `emails:fetch-imap` (below) all sent notifications
through whatever `.env`'s `MAIL_MAILER` happened to be (`log`, i.e. nowhere)
instead of the admin-configured SMTP server — with no error, since the `log`
mailer never throws. If a scheduled command's notification/lookup ever again
seems to silently use `.env` defaults instead of `Settings`, check here first.

## Notifications

`TicketService::notify(Ticket $ticket, string $triggerKey)` is the single
fan-out point for every ticket lifecycle event (see the `NotificationSetting`
rows seeded per trigger key) — it resolves the configured recipient
(`$ticket->assignee` or `$ticket->customer`) to a real `User` when one exists
and calls `$user->notify(new TicketNotification(...))`, which fires **both**
the `mail` and `database` channels (`App\Notifications\TicketNotification`) —
there's no separate on/off switch for in-app vs. e-mail, the same
`NotificationSetting.enabled` flag gates both. A guest customer with no
account still gets routed anonymously (`Notification::route('mail', $email)`,
mail-only — the database channel needs a real notifiable to attach the row
to). `TicketNotification` is constructed with an explicit `$recipientRole`
('client'|'operator') rather than inferring it from the notifiable's roles,
since one account can hold both — this decides whether the ticket link (both
the e-mail body and the in-app notification's `url`) points into `/client/...`
or `/operator/...`.

## Real-time broadcasting (Reverb)

Two private channels, authorized in `routes/channels.php`:

- **`operator.queue`** — one shared channel for every operator/admin (not
  scoped per team/ticket), so the receiving `Operator\Queue` component just
  re-queries through its own already-correct `Ticket::scopeVisibleToOperator()`
  on any event instead of the channel-auth callback needing to duplicate that
  ACL logic. Payloads stay minimal (ticket id + reason + actor id) for the
  same reason.
- **`ticket.{id}`** — per-ticket channel for the message thread and detail
  changes, authorized for an operator with `isVisibleToOperator()` **or** the
  ticket's own customer (OR, not else-if — the one real account in this app
  holds both roles at once). An internal note broadcasts on the same channel
  a client can subscribe to, but the payload never carries the message body —
  each side's Livewire component only ever re-queries whatever its own
  already-authorized computed property returns, so there's nothing to leak.

Two events, both `App\Events\TicketQueueChanged` (broadcasts on **both**
channels above — a status/priority/team/assignee change needs to reach a
client watching their own ticket too) and `App\Events\TicketMessagePosted`
(broadcasts on `ticket.{id}` only). Both implement `ShouldBroadcastNow`, not
`ShouldBroadcast` — this app runs with no queue worker by design (see
`TicketNotification`), so broadcasting happens synchronously within the
request like everything else here. `TicketService` dispatches both from every
ticket-mutating method (create/setStatus/setPriority/setAssignee/setTeam/
operatorReply/operatorNote/clientReply/apiMessage/merge); the two ad hoc
delete call sites (`Operator\Queue::confirmDeleteSelected()`,
`Operator\TicketShow::confirmDeleteTicket()`) dispatch `TicketQueueChanged`
directly since there's no `TicketService::delete()` to hook into.

Browser side, `resources/js/echo.js` bridges Reverb events into plain
Livewire events (`Livewire.dispatch('queue-changed', ...)` /
`'ticket-message-posted'`) rather than using the `#[On('echo-private:...')]`
attribute directly — version-agnostic, and each Livewire component just
declares a plain `#[On(...)]` listener that no-ops if the payload's `actorId`
matches the viewer's own id (self-echo suppression) or the ticket id doesn't
match the component's own ticket. Two easy-to-reintroduce bugs to know about
if "nothing updates live" ever comes back:

1. **CSRF on `/broadcasting/auth`.** Echo's private-channel subscription
   POSTs there under the app's normal CSRF middleware; the `Echo` constructor
   must pass `auth.headers['X-CSRF-TOKEN']` (read from the `<meta
   name="csrf-token">` tag in `layouts/app.blade.php`) or every subscription
   attempt is silently rejected.
2. **Script load order.** `resources/js/app.js` (which imports `echo.js`)
   loads via `@vite` as `type="module"`, which the HTML spec defers until
   after the document is parsed — meaning Livewire's own bootstrap script
   (`@livewireScripts`, a plain synchronous `<script>` near the end of
   `<body>`) has already run by the time `echo.js` executes. Don't gate
   anything in `echo.js` behind `document.addEventListener('livewire:init',
   ...)` — that event fires as part of Livewire's own (earlier) script, so a
   listener registered this late permanently misses it. The one place this
   still matters is the per-ticket subscription triggered from a Livewire
   `@script` block in the ticket-show views, which can run before or after
   `echo.js` depending on exactly when Livewire processes it — it queues the
   ticket id onto `window.__pendingTicketChannelIds` if `echo.js` hasn't
   defined `window.subscribeToTicketChannel` yet, and `echo.js` flushes that
   queue once it has.

As a defense against a dropped websocket connection (backgrounded tab,
network blip), the operator queue and both ticket-detail views also poll
themselves via a small Alpine countdown calling `$wire.refreshQueue()` /
`$wire.refreshTicketData()` — broadcasting is best-effort, not the only way
these views ever update. The countdown badge is also clickable
(`x-on:click="remaining = total; $wire.refresh...()"` on the same element
the `x-init="setInterval(...)"` already lives on) to fetch immediately and
reset the countdown, rather than only ever firing on its own schedule. Its
interval — like the notification bell's `wire:poll` and the 4 scheduled
commands below — reads from `Settings` (`refresh_queue_seconds`/
`refresh_ticket_view_seconds`/`refresh_notifications_seconds`, admin-editable
in Konfiguracja) rather than a hardcoded number: `wire:poll.{{ $seconds }}s`
and Alpine's `x-data="{ remaining: {{ $seconds }}, ... }"` both just
interpolate to plain text in the rendered HTML, so a `Settings`-sourced value
works exactly like a literal one would.

A third private channel, **`App.Models.User.{id}`** (Laravel's default
per-notifiable convention, kept verbatim rather than a shorter alias),
carries realtime bell delivery: `AppServiceProvider::broadcastBellNotifications()`
listens for the framework's own `NotificationSent` event, and — only for the
`database` channel of a `TicketNotification` — dispatches `NotificationCreated`
on the recipient's own channel. This is a single choke point rather than
threading a broadcast call into every `TicketService` notification call site
(including the Trigger engine's `send_notification` action, below).
`resources/js/echo.js` bridges it into a `bell-notification-received` Livewire
event (refreshing `NotificationBell` instantly) and, if the viewer opted in via
the toggle on `/settings/notifications`, also raises a native in-tab
`Notification` popup — no service worker or push subscription, so this only
fires while the tab is open, same limitation as the other Echo listeners here.

## SLA

`SlaRule` holds per-priority response/resolution targets in minutes. The
scheduled command `tickets:check-sla-breaches` (registered in
`routes/console.php`, default every 15 minutes, interval admin-configurable —
see "Configurable scheduled-command intervals" below) flags overdue tickets
and can notify the assigned operator — see [install.md](install.md) for
why this requires an external cron entry (the Docker image ships no
cron/supervisor of its own).

## SLA automation rules

`AutomationRule` (label, `condition_minutes`, optional `scope_priority_key`/
`scope_subcategory_id`/`scope_team_id`, `action_type` + `action_value`) lets an
admin configure "if a ticket has been silent for N minutes, change its
priority/status/team/assignee" without code — Admin > Automatyzacja SLA. The
scheduled command `automation:run-rules` (default also every 15 minutes,
independently configurable) evaluates every enabled rule against
`Ticket.last_customer_activity_at` (falling back to
`created_at` if never set — mirrors how `resolutionDeadline()` treats a
missing `SlaRule` as "no SLA" rather than backfilling one), and applies a
match through the same `TicketService` setters a manual operator action would
use, so the automated change gets the same history entry, notification, and
broadcast for free. Idempotency is a per-(rule, ticket) row in
`automation_rule_ticket_logs`, cleared by `TicketService` whenever the silence
that triggered it is broken (a fresh `clientReply()`) or the ticket
closes/reopens (`setStatus()`) — so a rule can fire again after a new period
of silence instead of being permanently latched. Multiple matching rules on
the same ticket in the same run all fire independently, in `id` order; a rule
that closes the ticket doesn't block earlier-ordered rules already applied
this run, but a later rule's own query naturally excludes an already-closed
ticket.

## Configurable scheduled-command intervals

All 4 scheduled commands (`tickets:check-sla-breaches`, `automation:run-rules`,
`emails:fetch-imap`, `ai:run-ticket-automation`) have an admin-configurable
interval (Admin > Konfiguracja — `schedule_sla_check_minutes`/
`schedule_automation_rules_minutes`/`schedule_imap_fetch_minutes`/
`schedule_ai_automation_minutes`), defaulting to their previous hardcoded
values (15/15/5/5 minutes). `routes/console.php` registers all 4 as
`->everyMinute()->when(fn () => Settings::dueEveryMinutes($key, $default))`
rather than an eagerly-built `->cron('*/N * * * *')` string — this is a
deliberate choice, not just a style preference: `routes/console.php` is
`require`'d on **every** artisan boot (`migrate`, `tinker`, `php artisan
test`, not just `schedule:run`, since it's wired in via `bootstrap/app.php`'s
`commands:` key), so anything at its *top level* that queries the database
would run before a fresh/test database necessarily has the `settings` table
yet — an early version of this feature that built the cron string eagerly at
the top level broke exactly this way. A closure passed to `->when()` is only
ever evaluated later, when `schedule:run` actually processes due events, so
`Settings::dueEveryMinutes()` never runs at boot. One visible side effect:
`php artisan schedule:list` shows `* * * * *` for all four regardless of
their actual configured interval, since the real interval only exists inside
the closure — expected, not a bug.

## IMAP e-mail intake

Optional, off by default (`ImapMailbox.enabled` per row — there is no single
global toggle since this is a list of N mailboxes, not a `Settings`
singleton). Split across three layers, mirroring the plan that shipped it:

- **`App\Models\ImapMailbox`** — one row per polled mailbox (host/port/
  encryption/username, `password` cast `'encrypted'` — the first model in
  this codebase to use Laravel's native encrypted cast rather than the
  manual `Crypt::` pattern `Settings` uses, since this is a list of records
  rather than key/value config). `default_subcategory_id` XOR
  `default_category_id` (enforced by the admin form's single combined
  selector, not a DB constraint) route new tickets; `category_id` only ever
  gets populated when there's no subcategory to derive one from (see
  `Ticket::categoryLabel()`/`TicketService::create()`).
- **`App\Services\ImapMessageClassifier`** — pure decision logic, no IMAP
  connection, fully Pest-testable: `rejectionReason()` (auto-reply/bounce
  detection via `Auto-Submitted`/`Precedence`/`X-Autoreply` headers + EN/PL
  subject phrases + a per-mailbox sender blocklist), `matchTicket()`
  (extracts every digit run ≥4 chars from the subject — after stripping
  `Re:`/`Odp:`/`Fwd:`/`FW:`/`Aw:` — and tries each through
  `Ticket::resolveRouteBinding()`, so it transparently matches either the
  plain sequential number or the obfuscated checksum, whichever mode is
  active; no changes to outbound mail were needed since every notification
  subject already carries `{numer}`), `isSenderAllowed()` (mirrors
  `Landing::emailIsKnown()` — enforces `restrict_tickets_to_ldap` for e-mail
  exactly like the guest web form), `resolveSender()` (existing local user,
  or `LdapUserProvisioner::findOrCreateByEmail()` if enabled).
- **`App\Services\ImapMailboxFetcher`** — the I/O layer (`webklex/php-imap`,
  a pure-PHP IMAP client with no `ext-imap` dependency — confirmed available
  extensions were sufficient, no Dockerfile change needed). Fetches
  `whereUnseen()` per mailbox, flags/moves a message **before** creating the
  ticket (a crash mid-batch then risks a "processed but no ticket" message —
  visible and easy to fix manually — rather than a duplicate ticket on the
  next run), converts attachments to `UploadedFile` via a temp file (`$test
  = true` bypasses the `is_uploaded_file()` check outside a real HTTP
  request) so they flow through the existing `Settings::validateAttachments()`
  + `TicketService::attachFiles()` unchanged. Logs every connection attempt
  and per-message decision to a dedicated `imap` log channel
  (`storage/logs/imap-*.log`, always `debug` level regardless of the app's
  own `LOG_LEVEL` — see `config/logging.php`) since this app commonly runs
  at `LOG_LEVEL=error`, which would otherwise silently swallow this
  activity entirely.
  - One real bug worth remembering if IMAP rejection logic ever seems too
    aggressive again: Webklex's `Header::get($name)` returns an *empty*
    `Attribute` (not `null`) for a header that isn't present at all, and
    `Attribute::first()` on that empty instance is `''`, not `null` — a
    naive `$header !== null` check therefore treats *every* message as
    carrying *every* header. Guarded in two places: `ImapMailboxFetcher`
    only keeps a header value that's non-empty, and
    `InboundEmail::header()` itself also treats `''` as absent, so the bug
    can't resurface even if some other header source stops filtering.
- **`TicketService::guestReply()`** — the one new method added to the
  existing service: a customer reply with no `User` account (mirrors
  `clientReply()` — real customer activity, resets SLA silence, fires
  `comment_added` so an admin-configured Trigger can reopen a closed ticket
  — rather than `apiMessage()`, which tags a system/integration note, not
  client content). Both `clientReply()` and `guestReply()` take an optional
  trailing `string $source = 'web'`, stored as `TicketMessage.source`
  (`null` for `'web'`) — the per-message counterpart to `Ticket.source`,
  since a ticket opened on the web can later get an e-mail reply or vice
  versa. Both surface as a small mail-icon badge (operator queue: next to
  the ticket number; ticket view: per-message in the thread, plus a tag next
  to the ticket number in the header).
- **`emails:fetch-imap`** (`app/Console/Commands/FetchImapEmails.php`),
  registered in `routes/console.php` with `->withoutOverlapping()` (like
  `ai:run-ticket-automation`, unlike the SLA-check/automation-rules
  commands — both make real outbound HTTP/IMAP calls per record, so a slow
  run risks overlapping the next tick in a way a pure-DB command doesn't).
  Early-returns if no `ImapMailbox` is enabled. Also callable directly per
  mailbox from Admin > Poczta's "Pobierz teraz" button
  (`ImapMailboxFetcher::fetchMailbox()`, bypassing the enabled-only
  `fetchAll()` used by the schedule) for on-demand fetching/diagnosis
  without shell access.

Requires the same external `schedule:run` cron entry as SLA/automation (see
[install.md](install.md) and the crontab note in
[CLAUDE.md](CLAUDE.md)) — without it, only the manual "Pobierz teraz" button
does anything.

## Log channels & the admin log viewer

`config/logging.php` defines three dedicated channels alongside the app's
default one, each daily/14-day-retention and always `debug` level regardless
of `.env`'s `LOG_LEVEL` (so they stay useful even when the app itself runs at
`error`): `imap` (`storage/logs/imap-*.log` — see "IMAP e-mail intake"
above), `ai` (`storage/logs/ai.log` — every `ai:run-ticket-automation` run,
used by both `TicketAiTriageService` and `TicketAiSummaryService`, plus
`AiClient`'s own request/response/failure logging), and `hesk_import`
(`storage/logs/hesk-import.log` — every `hesk:import` run). `Admin\Logs`
(`app/Livewire/Admin/Logs.php`, Admin > Logi) is a read-only viewer over
`storage/logs/*.log` (any file, not just these three) — it reads only the
last 4 MB of a file to bound memory on large ones, splits raw log text back
into individual entries by the `[YYYY-MM-DD HH:MM:SS]` line prefix (so a
multi-line stack trace stays grouped with the line that started it), and
offers level/free-text/entry-count filters plus an optional `wire:poll.5s`
auto-refresh. `selectedFile` is validated against the real glob'd file list
on every read, not trusted as a path — a crafted value (e.g. `../../.env`)
is silently ignored rather than read.

## API

`routes/api.php` + `app/Http/Controllers/Api/` expose a small ability-scoped REST
surface over Sanctum tokens (`tickets:read`, `tickets:write`,
`dictionaries:read`, `users:read`), issued via admin-managed `ApiClient` records.
Rate limiting is configured per-client (120 req/min keyed by client ID) vs. a
tighter per-IP limit for unauthenticated requests
(`AppServiceProvider::configureApiRateLimiting()`). Interactive docs are
generated by L5-Swagger at `/admin/api-docs`; there is no static Markdown API
reference in-repo.

## Generic AI integration

`App\Services\AiClient` is a small, feature-agnostic wrapper around an
OpenAI-compatible `/chat/completions` endpoint (`chat(array $messages, array
$options = []): ?string`) — works against Groq, OpenAI itself, or a
self-hosted Ollama instance, whichever `ai_base_url` points at.
`Settings`-driven like everything else here: `ai_enabled`, `ai_base_url`,
`ai_api_key` (encrypted, optional — deliberately not required by `enabled()`,
since a self-hosted Ollama instance typically has no auth at all),
`ai_model`, `ai_verify_ssl`. Every call is wrapped in `try/catch(\Throwable)`
and returns `null` on any failure (network, non-2xx, unexpected shape),
matching `BookStackClient`'s safe-default convention — callers are expected
to treat `null` as "AI unavailable" and degrade gracefully rather than throw.
Not tied to any single feature: `BookStackContentTagger`,
`TicketAiTriageService` and `TicketAiSummaryService` (below) are just its
first three consumers, each with their own prompt-building/parsing logic
layered on top rather than baked into the client itself.

## BookStack integration

`App\Services\BookStackClient` is one of three outbound HTTP clients in the
codebase (Laravel's `Http` facade), alongside `AiClient` above and
`SnipeItClient` below — everything else here only ever receives requests.
It's entirely `Settings`-driven, no
`.env`/`config()` involved: `bookstack_enabled`, `bookstack_base_url`,
`bookstack_token_id`/`bookstack_token_secret` (encrypted, same as the
LDAP/SMTP passwords), `bookstack_verify_ssl`, and **two independent**
allow-lists of BookStack shelf IDs — `bookstack_allowed_shelf_ids_creation`
(ticket-wizard suggestions) and `bookstack_allowed_shelf_ids_ticket_view`
(the operator's sidebar on an existing ticket) — `search()` takes a
`$context` (`CONTEXT_CREATION` / `CONTEXT_TICKET_VIEW`) that selects which
one applies. **An empty allow-list means "search nothing"**, not "search
everything" — nothing is ever suggested until an admin explicitly opts
shelves in, independently per context. BookStack has no "which shelf is this
book on" field in its own search response, so `BookStackClient` fetches
`/api/shelves` + `/api/shelves/{id}` once (cached 30 min) into a
shelf→book-ids map, used both to resolve the allow-list to book IDs and to
build the "Shelf > Book" breadcrumb shown next to each suggestion. Per-query
search results are cached 10 minutes, keyed on the query text **and** the
active allow-list, so toggling which shelves are allowed is reflected
immediately instead of serving a pre-change result for up to 10 minutes.

**Content-type filter and "search by" mode**: `bookstack_search_types` is a
comma-separated subset of `BookStackClient::SEARCH_TYPES` (`book`, `page`,
`chapter` — checkboxes in the admin UI, no more single-select "both/page/book"
dropdown), combined into BookStack's own `{type:a|b}` query syntax.
`bookstack_search_by` (`'name'`/`'tags'`/`'both'`) picks between matching the
title (`{in_name:...}`) and matching a tag whose name equals the query
(`[...]` — see BookStack content auto-tagging below for what actually writes
those tags); `'both'` runs one request per mode and merges/dedupes the
results, since BookStack's own query syntax ANDs filters together rather than
OR-ing them, so there's no single-request way to ask for "name OR tag".
`search()` takes both a `$query` (full "Category Subcategory" text, used for
the name-match variant) and an optional `$tagQuery` (bare subcategory name,
used for the tag-match variant) — the two differ because a tag is expected to
hold just the subcategory name, not the combined category+subcategory text.

## BookStack content auto-tagging

`App\Services\BookStackContentTagger` (used by the "Otaguj nową
treść"/"Otaguj wszystko ponownie" buttons on the BookStack admin card and by
`php artisan bookstack:tag-content`) is the reason the tag-based search mode
above has anything to match: it walks every book/chapter/page via
`BookStackClient::listAll()`/`detail()`, builds a Polish prompt naming the
current, live `Subcategory` list as the only allowed vocabulary, and asks
`AiClient` (above) to return which subcategory name(s) fit each item — a
single response per batch of 20 items, to keep prompt size/cost down.
Defensive JSON parsing (`parseAssignments()`) regex-extracts the first
`{...}` block before decoding, so a chatty or malformed response fails just
that one batch (`failed_batches` in the run summary) instead of crashing the
whole pass; every returned label is matched case-insensitively against the
real subcategory list before being trusted, so a hallucinated name is
silently dropped rather than written as a tag. Idempotent by default — an
item already carrying a tag matching a current subcategory name is skipped
unless `--force`/the "wszystko ponownie" button is used — and new tags are
merged into an item's existing tags (`updateTags()` PUTs the whole array;
BookStack has no "append a tag" endpoint), never overwriting unrelated ones.

## Snipe-IT asset inventory integration

`App\Services\SnipeItClient` talks to a Snipe-IT instance's REST API
(`/api/v1/...`, bearer token auth), entirely `Settings`-driven like
`BookStackClient`: `snipeit_enabled`, `snipeit_base_url`,
`snipeit_api_token` (encrypted), `snipeit_verify_ssl`. Every call is wrapped
in `try/catch(\Throwable)` returning `[]`/`null` on failure, same
safe-default convention as `AiClient`/`BookStackClient`. Three independently
toggleable settings gate what a client/operator can actually do with it —
none of them affect `SnipeItClient` itself, only which Livewire methods are
willing to call it:

- `snipeit_client_can_select_asset` (+ `snipeit_client_asset_subcategory_ids`,
  a comma-separated allow-list) — gates `Client\NewTicket`'s asset picker.
  Mirrors BookStack's shelf allow-lists: an **empty** subcategory list means
  the picker never shows for any subcategory, not "every subcategory" —
  `NewTicket::snipeitAssets()` checks both the toggle and that the currently
  selected `subcategoryId` is in the list before calling
  `assetsForEmail()`. `selectCategory()`/`selectSubcategory()` reset any
  already-picked asset, so switching to an out-of-scope subcategory can't
  silently carry a stale selection through to `submit()`.
- `snipeit_operator_view_requester_assets` — gates the same
  `assetsForEmail()` lookup (by the ticket's own `email`, not the viewing
  operator's) in `Operator\TicketShow`'s sidebar.
- `snipeit_operator_search_inventory` — gates `searchAssets()`, a free-text
  `/hardware?search=` lookup across the *whole* inventory, for linking
  equipment the requester doesn't personally own (e.g. a shared printer).
  Rendered inline in the same sidebar card as the requester-assets list, not
  a separate route/page.

`Operator\TicketShow::linkSnipeitAsset(int $id)` deliberately does **not**
fall back to a direct `SnipeItClient::asset($id)` lookup by id — it only
accepts an id present in `snipeitRequesterAssets`/`snipeitSearchResults`,
and each of those is itself empty unless its own setting above is on. This
means an operator can't link an arbitrary asset through a source the admin
has switched off for them, even by tampering with the Livewire request
payload. `unlinkSnipeitAsset()` has no such gate — clearing an existing link
is a correction, not a new way to browse Snipe-IT, so it stays available
even with both toggles off.

`SnipeItClient::assetsForEmail()` has to resolve an e-mail to a Snipe-IT user
first (`GET /users?search=`, no "assets by e-mail" endpoint exists), then
lists what's checked out to them (`GET /users/{id}/assets`) — cached 5
minutes per e-mail. `normalizeAsset()` is the single place that turns a raw
Snipe-IT hardware row into the shape every caller/view uses (`id`, `label`,
`serial`, `manufacturer`, `model`, `category`, `status`, `url`); `label`
joins whichever of asset tag / serial / "manufacturer model" are actually
present with `" - "`, falling back to `Zasób #{id}` if all three are blank —
Snipe-IT doesn't guarantee any of them are filled in. The `x-snipeit-assets`
Blade component renders that shape everywhere an asset list shows up
(client picker, requester sidebar, search results), with a `card` prop that
skips its own wrapping `<div class="card">` when embedded inside a
caller-provided one (the inventory-search box + its results share one card).

A linked ticket only stores an `asset_id` + a cached `asset_name` label on
the related `ticket_snipeit_assets` row (`TicketService::setSnipeitAsset()`,
which also writes a ticket-history line — see "Virtual `ai_*`/`snipeit_*`
attributes" above for how this reads/writes as `$ticket->snipeit_asset_id`
despite not being a `tickets` column) — no other Snipe-IT fields are
persisted.
Anywhere a linked asset's live detail is shown (the "Powiązany sprzęt" card),
it's re-fetched fresh via `SnipeItClient::asset($id)` rather than trusted
from the cache, so a status/reassignment change made directly in Snipe-IT is
reflected immediately; the cached label is only ever the fallback shown when
that live fetch fails (instance unreachable, or the asset was deleted
there).

## AI ticket triage & summary

Two independent services, both consuming `AiClient` above, both run from a
single scheduled command (`ai:run-ticket-automation`) — **never
synchronously at ticket creation**, so an LLM call never adds latency to a
live customer submitting a ticket:

- **`App\Services\TicketAiTriageService`** — a one-shot classification pass
  per ticket, gated by 5 independent toggles
  (`ai_triage_category_when_missing`/`subcategory_when_category_only`/
  `recheck_categorized`/`fix_subject`/`set_priority`). `buildPrompt()` picks
  one of 3 mutually-exclusive category scenarios from the ticket's *current*
  state (no category/subcategory at all → assign both; category but no
  subcategory → pick one within it; already has a subcategory → recheck and
  possibly correct), independently of the subject/priority toggles. Every
  scanned ticket gets `ai_triaged_at` stamped exactly once (on the related
  `ticket_ai_summaries` row, not `tickets` itself — see "Virtual
  `ai_*`/`snipeit_*` attributes" above) — this is
  a one-shot pass, not a continuous recheck, and there's deliberately no
  manual per-ticket re-trigger. Resolution is fail-closed the same way as the
  BookStack tagger: every value the model returns is matched against the
  real category/subcategory/priority vocabulary before being trusted: a
  hallucinated or out-of-scope value (e.g. a subcategory claimed under the
  wrong category) is silently dropped. Applying changes goes through a new
  `TicketService::applyAiTriage(Ticket $ticket, array $changes, array
  $historyLines)` — a single `$ticket->update()` for whichever
  category/subcategory/subject/priority fields actually changed, one
  specific history line per changed field plus a final "Automatyzacja:
  klasyfikacja AI" attribution line (mirrors how `RunAutomationRules` logs
  its own SLA-automation changes), and `notify()`/`TriggerEngine::handle()`
  fired only for the fields that actually changed — deliberately not
  composed from the existing `setPriority()`/`updateDetails()` setters, since
  one AI pass can touch several fields at once and those would each write
  their own generic line and fire notifications per-field instead of once
  per pass.
- **`App\Services\TicketAiSummaryService`** — a summary + suggested next
  action for **every** ticket (gated by a single `ai_summary_enabled`
  toggle), cached on the related `ticket_ai_summaries` row's `summary`/
  `suggested_action`/`summary_generated_at` and shown only in the operator ticket view (a
  "Podsumowanie AI" sidebar card, lazy-loaded via `wire:init` like the
  BookStack suggestions card next to it). `run()` (the scheduled sweep)
  regenerates whenever a ticket's latest message postdates its last summary
  — deliberately compared against `ticket_messages.created_at`, not
  `tickets.updated_at` (which also changes on unrelated actions like a
  status/priority edit, which would otherwise trigger spurious
  re-summarization on every tick for an active ticket). `buildTranscript()`
  includes the ticket's own `body` (the opening description, outside
  `ticket_messages`) ahead of the message transcript — needed because that
  row would otherwise fall outside `TRANSCRIPT_MESSAGE_LIMIT` (30) on any
  thread longer than that, silently dropping the original request from the
  prompt. Unlike the triage service, a malformed AI response here leaves the
  previous summary untouched rather than stamping "done" — the ticket stays
  in the "stale" set and gets retried next run, since this feature is meant
  to keep refreshing indefinitely, not run once. The system prompt is
  admin-editable (`ai_summary_prompt` setting, plain textarea with a
  "Resetuj" button restoring `Settings::default('ai_summary_prompt')` —
  same pattern as the e-mail footer editor) and asks the model for a small
  JSON object (`{"summary": "...", "suggested_action": "..."}`), parsed with
  the same defensive regex-extract-then-decode approach used throughout
  these AI services.

Besides `run()`'s scheduled sweep, two paths call `generateFor(Ticket
$ticket): bool` directly, bypassing the staleness check entirely:
`Operator\TicketShow::regenerateAiSummary()` (the sidebar's "Wygeneruj
teraz" button, a synchronous Livewire call — its `wire:loading` state covers
the wait, no need to dispatch anything in the background) and a
`TicketMessagePosted` listener registered in
`AppServiceProvider::regenerateAiSummaryOnNewMessage()`, active only when
both `ai_summary_enabled` and `ai_summary_regenerate_on_message` (off by
default) are on. That listener dispatches `App\Jobs\GenerateTicketAiSummaryJob`
via `::dispatchAfterResponse()` rather than the normal queue — deliberately
**not** `ShouldQueue`, since this deployment's queue worker is optional
infrastructure (see install.md) and anything pushed onto the `jobs` table
has no guarantee of ever being picked up; `dispatchAfterResponse()` instead
runs the job in-process right after the triggering HTTP/console response is
sent, needing no worker at all.

Its own interval (`ai:run-ticket-automation`) is admin-configurable the same
way the other 3 scheduled commands are — see "Configurable scheduled-command
intervals" above for the mechanism and a boot-time trap worth knowing about
before touching `routes/console.php` again.