Agent Management System for Ticket Handling (Schema, Controller, Middleware, and Routes)

[IkkiOcean]

Description:

We need to create a system to manage agents who will solve tickets in our ticketing application. The agent will be responsible for handling, updating, and solving tickets. This will involve creating the following components:

1. Agent Schema:

   • Define the agent schema in the database (MongoDB or SQL) with necessary fields such as:
     • name (string)
     • email (string)
     • assigned_tickets (array of ticket IDs)
     • status (active/inactive)
     • role (admin, support, etc.)
     • created_at (timestamp)

2. Agent Controller:

   • Implement controller functions for creating, updating, retrieving, and deleting agents.
   • Functions should handle logic for assigning agents to tickets, updating their status, and more.

3. Agent Middleware:

   • Create middleware to validate agent requests, such as:
     • Checking if the agent exists before assigning a ticket.
     • Ensuring an agent has the correct permissions to perform certain actions.

4. Agent Routes:

   • Add the necessary routes to interact with the agent functionality:
     • GET /agents: List all agents.
     • POST /agents: Create a new agent.
     • PUT /agents/:id: Update agent details.
     • DELETE /agents/:id: Delete an agent.
     • PATCH /agents/:id/assign-ticket: Assign a ticket to an agent.

Steps to Reproduce/Implementation Plan:

1. Create Agent Schema:

   • Design a schema for the agent in the database (MongoDB or SQL).
   • Add necessary validations for fields such as email and status.

2. Create Controller Functions:

   • Implement the logic for CRUD operations related to agents in the controller.
   • Add logic for assigning and updating tickets for each agent.

3. Create Middleware:

   • Implement middleware to check agent permissions and existence before processing requests.

4. Create Routes:

   • Define routes for the agent functionality with proper HTTP methods (GET, POST, PUT, DELETE, PATCH).
   • Ensure the routes are properly connected to controller functions.

Acceptance Criteria:

• Agent schema is correctly defined and validated.
• Controller functions are implemented for creating, updating, retrieving, and deleting agents.
• Middleware ensures proper validation and permission checks for agent actions.
• Routes are functional and correctly connected to the controller.
• Agents can be assigned to tickets and update their status.
• Ensure all necessary routes are implemented.

[github-actions[bot]]

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[github-actions[bot]]

Hello @IkkiOcean! Your issue #974 has been closed. Thank you for your contribution!