| CREATE TABLE escalations (escalation_id INTEGER PRIMARY KEY AUTOINCREMENT, ticket_id INTEGER REFERENCES tickets(ticket_id), reason TEXT, tier TEXT DEFAULT 'tier2', status TEXT DEFAULT 'open', CHECK ("status" IS NULL OR "status" IN ('open', 'closed', 'on_hold'))); |
| CREATE TABLE kb_articles (article_id INTEGER PRIMARY KEY AUTOINCREMENT, title TEXT NOT NULL, body TEXT, status TEXT DEFAULT 'draft', related_ticket_id INTEGER REFERENCES tickets(ticket_id), CHECK ("status" IS NULL OR "status" IN ('approved', 'draft', 'final', 'published', 'submitted'))); |
| CREATE TABLE sla_policies (policy_id INTEGER PRIMARY KEY AUTOINCREMENT, name TEXT NOT NULL, plan TEXT, first_response_minutes INTEGER DEFAULT 60, resolve_minutes INTEGER DEFAULT 480); |
| CREATE TABLE support_customers (customer_id INTEGER PRIMARY KEY AUTOINCREMENT, name TEXT NOT NULL, plan TEXT DEFAULT 'standard', region TEXT); |
| CREATE TABLE ticket_messages (message_id INTEGER PRIMARY KEY AUTOINCREMENT, ticket_id INTEGER REFERENCES tickets(ticket_id), author TEXT, body TEXT, sent_minute INTEGER DEFAULT 0, channel TEXT DEFAULT 'email'); |
| CREATE TABLE tickets (ticket_id INTEGER PRIMARY KEY AUTOINCREMENT, customer_id INTEGER REFERENCES support_customers(customer_id), subject TEXT NOT NULL, status TEXT DEFAULT 'open', priority TEXT DEFAULT 'normal', opened_minute INTEGER DEFAULT 0, first_response_minute INTEGER, resolved_minute INTEGER, CHECK ("status" IS NULL OR "status" IN ('closed', 'escalated', 'on_hold', 'open', 'resolved'))); |
| DELETE FROM "sqlite_sequence"; |
|
|
