servicedesk/CHANGELOG.md

Changelog

All notable changes to this project are documented in this file. Format loosely follows Keep a Changelog.

[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).

[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.