servicedesk/CHANGELOG.md

# Changelog

All notable changes to this project are documented in this file. Format loosely
follows [Keep a Changelog](https://keepachangelog.com/en/1.1.0/).

## [1.2.1] - 2026-07-24

### Added

- **Generic AI integration** (Admin > Integracje > "Integracja AI"), optional
  and off by default — an OpenAI-compatible `/chat/completions` client (works
  against Groq, OpenAI itself, or a self-hosted Ollama instance) configured by
  base URL, optional API key, model name, and an SSL-verification toggle for
  self-signed local endpoints. Not tied to any one feature — it's the shared
  foundation for the two AI-driven features below, and for anything else that
  wants an LLM call in the future.
- **BookStack automatic content tagging (AI)** — a "Otaguj nową treść"/"Otaguj
  wszystko ponownie (force)" button pair in the BookStack card, plus
  `php artisan bookstack:tag-content` (`--dry-run`/`--force`/`--limit=N`) for
  the command line. Uses the AI integration above to classify every
  book/chapter/page's title+content against the current list of helpdesk
  subcategories and tags matching ones by name — idempotent by default
  (skips already-tagged content), so re-running after adding a few pages is
  cheap. This is what gives the BookStack "search by tags" option below
  something to actually match against.
- **BookStack search refinement** — "Przeszukuj" is now three independent
  checkboxes (Książki / Strony / Rozdziały) instead of a single dropdown with
  no chapter option, plus a new "Szukaj po" setting: słowa kluczowe w nazwie /
  tagi / oba. Tag matching uses the bare subcategory name (e.g. "Drukarki i
  skanery"), matching what the auto-tagging feature above writes.
- **AI-driven ticket triage + summary** (Admin > Integracje >
  "Automatyzacja AI dla zgłoszeń", runs via a new scheduled
  `ai:run-ticket-automation`) — five independent toggles: assign a
  category/subcategory when a ticket has neither, pick a subcategory when it
  only has a category, recheck and possibly correct an already-categorized
  ticket, rewrite an unclear subject, and set a priority based on content.
  Runs once per ticket in the background (never synchronously at submission,
  so it adds no latency for a client), and every applied change leaves a
  specific line plus a "Automatyzacja: klasyfikacja AI" entry in the ticket's
  history, same convention as the existing SLA automation rules. Separately,
  an AI-generated summary + suggested next action for **every** ticket, shown
  only to operators in a new "Podsumowanie AI" sidebar card, refreshed
  whenever the thread gets a new message — its system prompt is admin-editable
  as a plain-text field with a "Resetuj" button back to the shipped default.
- Operators can now reassign a ticket to **any** team, not just one they
  belong to (previously the dropdown only ever offered the operator's own
  teams).
- The auto-refresh countdown badges (ticket view, operator queue) are now
  **clickable** — fetch immediately and reset the countdown, instead of only
  ever refreshing on their own fixed schedule.
- **All 7 "cyclical" intervals** in the app are now configurable from
  Admin > Konfiguracja instead of fixed in code: the 3 browser auto-refresh
  countdowns (ticket view, operator queue), the notification bell's poll,
  and the 4 background scheduled commands (SLA breach check, SLA automation
  rules, IMAP fetch, AI ticket automation). Defaults match the previous
  hardcoded values, so nothing changes until an admin edits them.

### Fixed

- An operator viewing a ticket that gets deleted by someone else, or whose
  team changes to one outside the operator's own scope (including via their
  own reassignment above), is now redirected back to the operator queue
  instead of hitting an error mid-session.

## [1.2.0] - 2026-07-23

### Added

- **E-mail intake (IMAP)**, optional and off by default — clients can create a
  ticket or reply to an existing one just by sending/replying to an e-mail.
  Configure any number of mailboxes in the new **Admin > Poczta** page (which
  now hosts SMTP alongside IMAP, replacing the old "E-MAIL" tab), each with
  its own host/port/encryption/credentials/folder and routed to either a
  specific subcategory (routes to that subcategory's team, same as a web
  ticket) or a whole category with no subcategory (a new `tickets.category_id`
  column covers this case — previously a ticket's category only ever came
  through a subcategory).
  - A reply is matched back to its ticket via the number/checksum already
    present in every notification e-mail's subject — works with either the
    plain sequential number or the obfuscated checksum, whichever numbering
    mode is active, no changes to outbound templates needed.
  - Automatic replies (autoresponders, "out of office", bounces/mailer-daemon)
    are detected via headers and common EN/PL subject phrasing and rejected
    instead of creating a ticket; a per-mailbox sender blocklist covers the
    rest. The "tylko użytkownicy z LDAP" restriction is enforced for e-mail
    exactly like the guest web form.
  - A "Pobierz teraz" button per mailbox fetches immediately, outside the
    5-minute schedule — useful for testing a freshly-configured mailbox or
    diagnosing why a specific e-mail didn't turn into a ticket.
  - Every connection attempt and per-message decision (accepted/rejected/
    matched to which ticket) is logged to a dedicated `storage/logs/imap-*.log`
    file, independent of the app's own log level.
  - Tickets and individual messages that came in by e-mail show a small
    mail-icon badge in the operator queue and ticket view, distinguishing them
    from ones created/replied to on the web.
- **Operator queue**: a "select all" checkbox in the table header
  selects/deselects every ticket currently visible under the active
  filter/tab in one click, instead of clicking each row's checkbox.

### Changed

- Admin's old **"E-MAIL"** tab is now **"Poczta"** and also lists/manages the
  IMAP mailboxes above — the two halves of "reply by e-mail" (send/receive)
  now live together instead of SMTP being off on its own.

### Fixed

- **Scheduled-command notifications were silently going nowhere.**
  `AppServiceProvider`'s Settings-based config override (SMTP/LDAP/session/
  timezone) used to skip itself for *any* console command, not just
  `migrate` — meaning `tickets:check-sla-breaches` and `automation:run-rules`
  (and now `emails:fetch-imap`) always sent their e-mails through whatever
  `.env`'s `MAIL_MAILER` happened to be (`log`, i.e. nowhere) instead of the
  admin-configured SMTP server, with no visible error. Now scoped to just the
  `migrate` command family, so every scheduled command gets the same live
  config a web request would.
- Visiting a ticket that no longer exists (most commonly: it was deleted
  while the viewer had it open, and a later background refresh hit the same
  URL) no longer shows Laravel's default 404 page — redirects back to the
  operator queue or client dashboard instead.
- This host had no crontab entry at all for `php artisan schedule:run` —
  meaning SLA breach checks and automation rules had never actually run on
  their own, only ever on request. Documented and configured (see
  [CLAUDE.md](CLAUDE.md)).

## [1.1.4] - 2026-07-23

### Added

- **Configurable ticket numbering** (Admin > Konfiguracja > Ogólne) — an
  admin-set prefix (default `#`) and a minimum zero-padded length for the
  ticket number.
- **"Ukryj kolejność zgłoszeń"** — an opt-in mode that displays a stable,
  HMAC-derived checksum instead of the sequential ticket number, so the
  number shown gives no indication of ticket volume or creation order. Every
  ticket gets its checksum assigned once, on creation, guaranteed unique.
  When this mode is on, ticket URLs switch to the same checksum too (custom
  `Ticket::getRouteKey()`/`resolveRouteBinding()`), so a link and the number
  on the page it points to always match — and a URL built under the other
  mode stops resolving. The REST API is unaffected; it's pinned to `id`
  regardless of this setting. Search (queue/dashboard) now also matches
  against the checksum. A live preview against a real ticket from the
  database shows exactly how the number will look before saving.

### Changed

- **Attachments**: dropped the inline image thumbnail preview in the message
  thread — every attachment (images included) now shows as just its
  filename, opening in a new tab on click, consistent with how non-image
  attachments already worked.

## [1.1.3] - 2026-07-22

### Added

- **Triggers** (Admin > Wyzwalacze) — event-driven business rules that fire
  immediately on a ticket lifecycle event (created, any field updated, status/
  priority/assignee/team/category changed, new public reply). AND-combined
  conditions gate a sequence of ordered actions (set status/priority/team/
  assignee, or send an e-mail). Ships with its own dedicated, freely
  add/edit/delete-able trigger e-mail templates — kept separate from the
  fixed, per-event system templates, which stay exactly as fixed as before.
  Complements the time-based SLA automation rules rather than replacing them,
  guarded against runaway loops (a depth limit plus a same-value no-op check).
- **Ticket watching** — operators can star/"Obserwuj" any ticket to follow it
  regardless of assignment or team.
- **Real-time notification bell** — the bell now updates the instant a
  notification is created (broadcast on a new private per-user channel),
  with the existing 30s poll kept as a fallback for a dropped websocket.
  Optionally also raises a native in-tab browser push notification.
- **Per-user notification preferences** (`/settings/notifications`) — each
  operator/admin chooses, per event category (new ticket, ticket update,
  escalation), which scope of tickets (mine, unassigned, watched, all)
  notifies them via the bell and whether that also sends an e-mail, plus an
  opt-in toggle for the browser push notifications above.
- **Admin > Integracje** — new tab hosting LDAP/AD and BookStack
  configuration, split out of Konfiguracja so that tab is just general
  system settings (attachments, session, timezone).
- Operator queue: three more optional columns (off by default, toggle via
  "Kolumny") — Podkategoria, Zespół, Utworzono.

### Changed

- The "Obserwuj" button on the operator ticket view moved next to the
  auto-refresh countdown badge, both now grouped on the right.
- `/settings/notifications`: added a "← Wróć" link back to the operator/admin
  area, the browser-push card now spans the full page width, and the
  preferences table sits in a bordered card like the rest of the app.
- Trigger conditions on Podkategoria/Zgłaszający now show a name dropdown
  instead of a raw ID field.
- The admin panel's active tab and the operator queue's active view now
  persist across a plain page refresh (bound to the URL query string), so
  reloading no longer bounces back to the first tab.

## [1.1.2] - 2026-07-22

### Added

- **Real-time updates (Laravel Reverb)** — the operator ticket queue now
  updates live: new tickets appear, status/priority/team/assignee changes
  and new replies re-sort/refresh the affected row, and closed/deleted/
  reassigned-away tickets disappear, all without a manual refresh. The
  ticket message thread is now "live chat": a reply from either side
  appears for the other party instantly. Clients also see status/priority/
  team/assignee changes and new history entries on their own ticket live.
  Backed by two private channels (`operator.queue`, `ticket.{id}`) and two
  broadcast events (`TicketQueueChanged`, `TicketMessagePosted`), sent
  synchronously (no queue worker needed, consistent with how e-mail
  notifications already work in this app).
- **Periodic fallback refresh** — since a websocket connection can drop
  silently (backgrounded tab, network blip), the operator queue and both
  ticket-detail views also poll themselves every 30–60 seconds regardless
  of broadcasting, with a small visible countdown badge so it's clear the
  page is still refreshing on its own.
- **SLA automation rules** (Admin > Automatyzacja SLA) — configurable rules
  that act on a ticket after N minutes of customer silence (optionally
  scoped to a priority/category/team): change priority, status, team, or
  assignee. Reuses the same `TicketService` setters a manual operator
  action would, so automated changes get the same history entry,
  notification, and (now) live broadcast as a human doing it. A new
  scheduled command (`automation:run-rules`, every 15 minutes) evaluates
  all enabled rules; each rule only fires once per ticket until a fresh
  reply or a close/reopen resets it.
- **New notification: ticket landed in your team** — every operator on a
  team whose subcategories match a newly created ticket now gets notified
  (enabled by default; toggle like any other trigger in Admin > Szablony
  e-mail).
- **BookStack knowledge-base sidebar on the client's own ticket view** —
  previously only shown to operators; clients now see the same
  category/subcategory-matched suggestions on their ticket page that they
  saw while creating it.
- **Operator ticket view / client ticket view now show the assigned
  operator and team** in the "Status i priorytet" card (client side).
- **Stats dashboard**: new breakdowns — tickets by subcategory, CSAT
  average by team and by operator, top 10 clients by ticket volume (+ one
  "Goście" bucket for guest submissions), and a client × subcategory
  cross-tab (top 10 clients × top 5 subcategories, rest folded into
  "Inne"). The whole dashboard is now organized into labeled sections
  (Podsumowanie / Rozkład zgłoszeń / Obciążenie / Klienci / Ocena obsługi /
  Trend) instead of one flat wall of cards.

### Changed

- BookStack suggestions (ticket-creation wizards, guest landing page,
  operator/client ticket views) now load in a beat after the page's first
  paint (`wire:init`) instead of blocking the initial render on BookStack's
  API response.
- The notification bell shows **unread notifications only** — reading one
  (by clicking it or "mark all as read") now removes it from the list
  instead of just dimming it.
- The client ticket-view page is now the same width as the operator's
  (1180px, up from 920px) — the main message-thread column is unaffected.
- Mobile: the theme/notifications/profile-menu dropdowns in the top nav
  now expand to the full screen width below 640px instead of a fixed
  narrow width that could overflow off-screen.

### Fixed

- Two bugs that silently disabled all real-time updates from the moment
  Reverb was first wired in: (1) the Echo client never sent a CSRF token
  when authorizing private channels, so every subscription attempt was
  rejected by the app's own CSRF middleware; (2) the Echo setup script
  (loaded as a deferred ES module) raced against Livewire's own
  synchronously-loaded bootstrap script and could miss the `livewire:init`
  event entirely, silently skipping the operator-queue subscription.
- The `mariadb` container's healthcheck was failing (`Access denied ...
  using password: NO`) because its auto-generated credentials file had
  world-writable permissions (an artifact of this stack's NFS-backed bind
  mount) and MariaDB's client refuses to read credentials from a file
  anyone can modify — the healthcheck now passes.
- Several pre-existing test-suite gaps found while working in this area:
  `User::roles` (a virtual attribute backed by the `roles`/`role_user`
  pivot, not a plain column) needs the `roles` table seeded before
  assigning a role by key — now seeded automatically for every test in
  `Tests\TestCase`. A handful of other tests were missing
  `NotificationSetting`/`ReplyQuickAction` seed data, asserting a stale set
  of default-enabled notification triggers, or using the wrong Notification
  Fake assertion for a real (non-guest) recipient.

## [1.1.0] - 2026-07-22

### Added

- **In-app notifications** — a bell in the top bar backed by Laravel's
  database notification channel, alongside existing e-mail notifications
  (same per-trigger toggle drives both; ticket links now correctly point into
  the recipient's own area instead of always linking to the client view).
- **Drag-and-drop attachments** on every upload form (ticket creation, replies,
  internal notes), plus inline image thumbnails in the message thread instead
  of a plain download link.
- **Customer satisfaction (CSAT)** rating — clients rate a closed ticket 1–5
  stars with an optional comment; shown read-only to operators, surfaced as a
  KPI on the stats dashboard, and linked from the "ticket closed" e-mail.
- **Saved queue views** — operators can save/apply/delete named filter+sort+
  column presets in the ticket queue and mark one as their default.
- **Full-text search** — MySQL/MariaDB `FULLTEXT` search (portable `LIKE`
  fallback on sqlite) across ticket subject/body and reply message bodies, now
  also available on the client's own ticket list (previously operator-only,
  and previously subject/number/name/email only).
- **Stats CSV export** — exports the currently filtered ticket set from the
  operator stats dashboard.
- **BookStack knowledge-base integration**, optional and off by default —
  suggests relevant articles by category/subcategory while creating a ticket,
  and in a separate sidebar on an existing ticket for operators (with a
  copy-link button). Configurable from Admin > Konfiguracja: connection + API
  token (encrypted), optional SSL-verification bypass for self-signed
  instances, page/book search-type filter, and two independent per-shelf
  allow-lists (nothing is ever searched until specific shelves are opted in,
  separately for ticket-creation suggestions vs. the operator sidebar) with a
  manual refresh button for the shelf list.

### Changed

- Closed tickets are no longer shown in the "Moje zgłoszenia" / "Nieprzypisane"
  / per-team queue tabs — they now only ever appear under "Zamknięte", matching
  how the "Otwarte" tab already worked.
- The operator ticket-view sidebar is ~50% wider (to fit the BookStack
  suggestions panel); the page itself grew to match, so the ticket
  content/thread column keeps its previous width.
- The "Resetuj" work-timer button sits below the "Zgłoszenie zamknięte —
  zliczanie wstrzymane" notice instead of beside it.

### Fixed

- `TicketService::setStatus()` now checks a status's `stage` (via
  `Status::stageFor()`) rather than the literal key `'closed'` to decide
  whether to fire the "ticket closed" notification/stop the timer — correct
  even if an admin renames or replaces which key maps to the closed stage.

## [1.0.2] - 2026-07-22

- Fixed `.gitea/workflows/build.yml`: registry login was failing with
  `unauthorized` because Gitea's auto-injected `secrets.GITHUB_TOKEN` isn't
  granted push access to its own container registry on this instance. Now
  uses a dedicated `REGISTRY_TOKEN` secret (a Gitea access token with
  `write:package`/`read:package` scope), and the workflow fails fast with a
  clear `::error::` message before attempting login if that secret isn't
  configured, instead of surfacing Docker's opaque `unauthorized` error.
- Fixed: opening or manually resuming a **closed** ticket no longer starts its
  work timer, and closing a ticket (via the status dropdown, a reply "quick
  action" transition, the REST API, or merge) now checkpoints and stops any
  running timer. Time tracking only ever accrues while a ticket is open.
- Fixed: the login form accepted an empty username/password, submitting them
  straight to the auth provider. The form fields are now `required` (blocks
  submission client-side) and `Login::submit()` also rejects blank/
  whitespace-only credentials server-side before attempting authentication,
  showing "Podaj nazwę użytkownika i hasło." instead.
- Fixed: closing a ticket sent two separate notification e-mails
  (`status_changed` and `ticket_closed`) for the same event. Closing now only
  fires `ticket_closed`; every other status transition still fires
  `status_changed` as before.

## [1.0.1] - 2026-07-22

Documentation and deployment/CI overhaul — no application behavior changes.

- Added project docs: `TESTING.md`, `CONTRIBUTING.md`, `ARCHITECTURE.md`,
  `SECURITY.md`, `CLAUDE.md`; removed the unmaintained stock Laravel
  `src/README.md`.
- Added `.gitea/workflows/build.yml`: Gitea Actions now builds and pushes the
  `servicedesk` image to the Gitea container registry whenever `Dockerfile`
  changes on `main`.
- `compose.yaml` now pulls `image: gitea.kzbikowski.pl/kzbkowski/servicedesk:${IMAGE_TAG:-latest}`
  instead of building locally; `mariadb` pinned to `mariadb:12.3`; added a
  `mariadb` healthcheck and `depends_on: condition: service_healthy` for
  `servicedesk`.
- Added tracked templates `compose.yaml.example` and `.env.example` (root) for
  the previously-untracked `compose.yaml`/`.env`.
- Documented the new pull-based deploy flow and one-time registry login in
  `install.md`.

## [1.0.0] - 2026-07-21

Initial release.

- Ticketing core: categories/subcategories with per-subcategory custom fields,
  statuses, priorities, teams, attachments, message threads (public replies +
  internal notes), history log, merge/delete.
- SLA rules per priority with a scheduled breach check (`tickets:check-sla-breaches`,
  every 15 minutes).
- Response templates, quick actions, and per-event HTML email templates/
  notification toggles.
- Operator statistics dashboard (`/operator/stats`) with KPI tiles and breakdowns.
- Branding/config panel: company identity, LDAP connection + user sync, SMTP,
  attachment limits, session lifetime, timezone.
- LDAP authentication (LdapRecord) with local-account fallback.
- REST API (`/api/v1/...`) via Sanctum, ability-scoped (`tickets:read`,
  `tickets:write`, `dictionaries:read`, `users:read`), with Swagger docs at
  `/admin/api-docs`.
- Installable PWA manifest/icons for the client-facing area.