---

description: "Task list for External Support Desk / PSA Handoff"

---

# Tasks: External Support Desk / PSA Handoff

**Input**: Design documents from `/Users/ahmeddarrazi/Documents/projects/wt-plattform/specs/256-external-support-desk-handoff/`  
**Prerequisites**: `/Users/ahmeddarrazi/Documents/projects/wt-plattform/specs/256-external-support-desk-handoff/spec.md` (required), `/Users/ahmeddarrazi/Documents/projects/wt-plattform/specs/256-external-support-desk-handoff/plan.md` (required), `/Users/ahmeddarrazi/Documents/projects/wt-plattform/specs/256-external-support-desk-handoff/research.md`, `/Users/ahmeddarrazi/Documents/projects/wt-plattform/specs/256-external-support-desk-handoff/data-model.md`, `/Users/ahmeddarrazi/Documents/projects/wt-plattform/specs/256-external-support-desk-handoff/quickstart.md`, `/Users/ahmeddarrazi/Documents/projects/wt-plattform/specs/256-external-support-desk-handoff/contracts/external-support-desk-handoff.logical.openapi.yaml`, `/Users/ahmeddarrazi/Documents/projects/wt-plattform/specs/256-external-support-desk-handoff/checklists/requirements.md`

**Support truth**: Spec 246 and the existing repo code remain authoritative, except for one bounded Spec 256 finalization exception: after internal request creation, the same `SupportRequest` row may receive exactly one synchronous write limited to the external handoff fields. Extend `apps/platform/app/Models/SupportRequest.php` and the current support-request submission path only; do not add a second support-ticket entity, support queue, support register, or support-request resource.  
**Tests (TEST-GOV-001)**: REQUIRED (Pest) for all runtime behavior changes in this slice. Keep proof in focused unit plus feature lanes only, then run the narrow manual smoke path from `quickstart.md`.  
**Operations**: This slice must stay synchronous inside the existing support-request path. Do not create, queue, resume, or complete an `OperationRun`.  
**RBAC**: Workspace membership and tenant entitlement remain `404` boundaries; in-scope members missing `Capabilities::SUPPORT_REQUESTS_CREATE` remain `403`; latest-handoff visibility must follow the same boundary.  
**Provider boundary**: One configured external desk target only. No helpdesk registry, no target-management UI, and no multi-provider framework in this slice.  
**Organization**: Tasks are grouped by user story so create, link, and explicit-failure behavior can be implemented and validated independently once the shared foundation exists.

## Phase 1: Setup (Shared Preparation)

**Purpose**: Lock the bounded repo-grounded scope before runtime work begins.

- [x] T001 Review `/Users/ahmeddarrazi/Documents/projects/wt-plattform/specs/256-external-support-desk-handoff/spec.md`, `/Users/ahmeddarrazi/Documents/projects/wt-plattform/specs/256-external-support-desk-handoff/plan.md`, `/Users/ahmeddarrazi/Documents/projects/wt-plattform/specs/256-external-support-desk-handoff/research.md`, `/Users/ahmeddarrazi/Documents/projects/wt-plattform/specs/256-external-support-desk-handoff/data-model.md`, `/Users/ahmeddarrazi/Documents/projects/wt-plattform/specs/256-external-support-desk-handoff/quickstart.md`, `/Users/ahmeddarrazi/Documents/projects/wt-plattform/specs/256-external-support-desk-handoff/contracts/external-support-desk-handoff.logical.openapi.yaml`, and `/Users/ahmeddarrazi/Documents/projects/wt-plattform/specs/256-external-support-desk-handoff/checklists/requirements.md` and confirm the slice stays one-way, single-target, and SupportRequest-backed.
- [x] T002 [P] Verify the exact reuse seams from Spec 246 in `apps/platform/app/Models/SupportRequest.php`, `apps/platform/app/Support/SupportRequests/SupportRequestSubmissionService.php`, `apps/platform/app/Support/SupportRequests/SupportRequestContextBuilder.php`, `apps/platform/app/Filament/Pages/TenantDashboard.php`, `apps/platform/app/Filament/Pages/Operations/TenantlessOperationRunViewer.php`, `apps/platform/app/Services/Audit/WorkspaceAuditLogger.php`, `apps/platform/app/Support/Audit/AuditActionId.php`, and the new app-config seam `apps/platform/config/support_desk.php` before adding any new handoff behavior.

---

## Phase 2: Foundational (Blocking Prerequisites)

**Purpose**: Add the bounded persistence, target-resolution, audit, and shared summary seams that every story depends on.

**Critical**: No user story work should begin until this phase is complete.

- [x] T003 Extend the existing support-request truth with `external_handoff_mode`, `external_ticket_reference`, `external_ticket_url`, and `external_handoff_failure_summary` in `apps/platform/database/migrations/*_add_external_handoff_fields_to_support_requests_table.php`, `apps/platform/app/Models/SupportRequest.php`, and `apps/platform/database/factories/SupportRequestFactory.php` without creating a second support-ticket model or table.
- [x] T004 [P] Add the one concrete provider-owned handoff seam and the single-target app-config contract in `apps/platform/app/Support/SupportRequests/ExternalSupportDeskHandoffService.php` and `apps/platform/config/support_desk.php`, enforce the five-second outbound timeout there, and avoid introducing a support settings UI, provider registry, or generic helpdesk framework.
- [x] T005 [P] Preserve the existing `support_request.created` audit path and add stable audit action IDs plus bounded audit payload helpers for external ticket created, external ticket linked, and external handoff failed in `apps/platform/app/Support/Audit/AuditActionId.php` and `apps/platform/app/Services/Audit/WorkspaceAuditLogger.php`.
- [x] T006 Add one shared latest-handoff summary read path for tenant and run primary contexts in `apps/platform/app/Support/SupportRequests/SupportRequestSubmissionService.php` so both existing support actions reuse the same scoped query, naming, and no-cross-scope-shortcut rules.

**Checkpoint**: Foundation ready. The existing support-request path can now persist neutral external-linkage truth, resolve one target, and read the latest scoped handoff summary.

---

## Phase 3: User Story 1 - Create A New External Ticket From The Existing Support Flow (Priority: P1) 🎯 MVP

**Goal**: An entitled operator can submit the existing support action and create one external desk ticket from the current tenant or run context without leaving the product.

**Independent Test**: Submit `Request support` from the tenant dashboard and the operation-run viewer with `create_external_ticket`, fake one configured target, and verify the same `SupportRequest` row keeps the internal `SR-...` reference while storing the returned external reference and URL.

### Tests for User Story 1

- [x] T007 [P] [US1] Add unit coverage for `create_external_ticket` branching, single-target availability fallback, the five-second timeout path, and created-ticket reference or URL normalization in `apps/platform/tests/Unit/Support/SupportRequests/ExternalSupportDeskHandoffServiceTest.php`.
- [x] T008 [P] [US1] Add feature coverage for tenant and run `create_external_ticket` success paths in `apps/platform/tests/Feature/SupportRequests/TenantSupportRequestExternalHandoffTest.php` and `apps/platform/tests/Feature/SupportRequests/OperationRunSupportRequestExternalHandoffTest.php`.

### Implementation for User Story 1

- [x] T009 [US1] Extend `apps/platform/app/Support/SupportRequests/SupportRequestSubmissionService.php` so internal support-request creation commits first, `create_external_ticket` runs synchronously afterward, and the one allowed Spec 256 finalization write records the external reference or URL back onto the same `SupportRequest` row.
- [x] T010 [US1] Extend the tenant dashboard support action in `apps/platform/app/Filament/Pages/TenantDashboard.php`, `apps/platform/lang/en/localization.php`, and `apps/platform/lang/de/localization.php` with handoff-mode choice, target-availability guidance, `TenantPilot only` versus `TenantPilot + external support desk` mutation-scope copy, latest-handoff summary copy, and success feedback that shows both internal and external references when a ticket is created.
- [x] T011 [US1] Extend the run-context support action in `apps/platform/app/Filament/Pages/Operations/TenantlessOperationRunViewer.php`, `apps/platform/lang/en/localization.php`, and `apps/platform/lang/de/localization.php` with the same create flow, scoped latest-handoff summary, `TenantPilot only` versus `TenantPilot + external support desk` mutation-scope copy, and success feedback without adding a new run-support surface.
- [x] T012 [US1] Run `export PATH="/bin:/usr/bin:/usr/local/bin:$PATH" && cd apps/platform && ./vendor/bin/sail artisan test --compact tests/Unit/Support/SupportRequests/ExternalSupportDeskHandoffServiceTest.php tests/Feature/SupportRequests/TenantSupportRequestExternalHandoffTest.php tests/Feature/SupportRequests/OperationRunSupportRequestExternalHandoffTest.php` and fix any create-path regressions before moving to the link flow.

**Checkpoint**: User Story 1 is independently functional when both existing support actions can create one external ticket and immediately show the persisted linkage on the same support-request truth.

---

## Phase 4: User Story 2 - Link An Already-Existing External Ticket During Support Submission (Priority: P1)

**Goal**: An entitled operator can record an external ticket that already exists without creating a duplicate external case.

**Independent Test**: Submit the existing tenant and run `Request support` actions with `link_existing_ticket`, provide a valid reference and optional URL, and verify the `SupportRequest` stores that linkage without issuing an external create call.

### Tests for User Story 2

- [x] T013 [P] [US2] Add unit coverage for `link_existing_ticket` reference normalization, optional URL normalization, and invalid-link rejection in `apps/platform/tests/Unit/Support/SupportRequests/ExternalSupportDeskHandoffServiceTest.php`.
- [x] T014 [P] [US2] Add feature coverage for tenant and run `link_existing_ticket` submissions, including the no-create-call guarantee and linked-flow success feedback that shows both references, in `apps/platform/tests/Feature/SupportRequests/TenantSupportRequestExternalHandoffTest.php` and `apps/platform/tests/Feature/SupportRequests/OperationRunSupportRequestExternalHandoffTest.php`.

### Implementation for User Story 2

- [x] T015 [US2] Implement `link_existing_ticket` branching, conditional validation, and persisted external reference or URL behavior in `apps/platform/app/Support/SupportRequests/SupportRequestSubmissionService.php` and `apps/platform/app/Support/SupportRequests/ExternalSupportDeskHandoffService.php`.
- [x] T016 [US2] Add conditional external reference and URL inputs plus linked-flow success feedback that shows the internal and external references on the tenant dashboard action in `apps/platform/app/Filament/Pages/TenantDashboard.php`, `apps/platform/lang/en/localization.php`, and `apps/platform/lang/de/localization.php`.
- [x] T017 [US2] Add the same link controls plus linked-flow success feedback to the run-context action in `apps/platform/app/Filament/Pages/Operations/TenantlessOperationRunViewer.php`, `apps/platform/lang/en/localization.php`, and `apps/platform/lang/de/localization.php`.
- [x] T018 [US2] Run `export PATH="/bin:/usr/bin:/usr/local/bin:$PATH" && cd apps/platform && ./vendor/bin/sail artisan test --compact tests/Unit/Support/SupportRequests/ExternalSupportDeskHandoffServiceTest.php tests/Feature/SupportRequests/TenantSupportRequestExternalHandoffTest.php tests/Feature/SupportRequests/OperationRunSupportRequestExternalHandoffTest.php` and fix any link-path regressions before moving to failure hardening.

**Checkpoint**: User Story 2 is independently functional when both existing support actions can link an already-created external ticket without producing a duplicate external create call.

---

## Phase 5: User Story 3 - Keep Failures Explicit, Scoped, And Auditable (Priority: P2)

**Goal**: External handoff failure remains visible and auditable while the internal support request stays durable and the same tenant or run contexts stay the only visibility surfaces.

**Independent Test**: Force `create_external_ticket` to fail after internal request creation, then verify the internal `SupportRequest` remains persisted, the current support context shows the latest failure summary for that same support reference, and audit plus authorization behavior stays correct.

### Tests for User Story 3

- [x] T019 [P] [US3] Add unit coverage for latest-handoff summary derivation, latest-per-context selection, and persisted failure-summary semantics in `apps/platform/tests/Unit/Support/SupportRequests/SupportRequestLatestHandoffSummaryTest.php`.
- [x] T020 [P] [US3] Add feature coverage for tenant and run failed-create partial-success behavior, including timeout-normalized failure feedback, in `apps/platform/tests/Feature/SupportRequests/TenantSupportRequestExternalHandoffTest.php` and `apps/platform/tests/Feature/SupportRequests/OperationRunSupportRequestExternalHandoffTest.php`.
- [x] T021 [P] [US3] Add feature coverage for `404` versus `403` boundaries and context-scoped latest-summary visibility in `apps/platform/tests/Feature/SupportRequests/SupportRequestExternalHandoffAuthorizationTest.php`.
- [x] T022 [P] [US3] Add feature coverage for preserved `support_request.created` auditing plus created, linked, and failed external-handoff audit events in `apps/platform/tests/Feature/SupportRequests/SupportRequestExternalHandoffAuditTest.php`.

### Implementation for User Story 3

- [x] T023 [US3] Persist bounded `external_handoff_failure_summary` semantics, the one allowed Spec 256 finalization-write contract, and latest-summary scoping rules in `apps/platform/app/Models/SupportRequest.php` and `apps/platform/app/Support/SupportRequests/SupportRequestSubmissionService.php` without adding support history pages, external-reference lookup routes, or a second support product surface.
- [x] T024 [US3] Implement explicit partial-success or warning feedback plus revisit-time failure-summary rendering in `apps/platform/app/Filament/Pages/TenantDashboard.php`, `apps/platform/app/Filament/Pages/Operations/TenantlessOperationRunViewer.php`, `apps/platform/lang/en/localization.php`, and `apps/platform/lang/de/localization.php`.
- [x] T025 [US3] Enforce the shared authorization and audit boundary for create, link, failure, and latest-summary visibility in `apps/platform/app/Support/SupportRequests/SupportRequestSubmissionService.php`, `apps/platform/app/Support/Audit/AuditActionId.php`, and `apps/platform/app/Services/Audit/WorkspaceAuditLogger.php` without introducing queues, retries, or `OperationRun` orchestration.
- [x] T026 [US3] Run `export PATH="/bin:/usr/bin:/usr/local/bin:$PATH" && cd apps/platform && ./vendor/bin/sail artisan test --compact tests/Unit/Support/SupportRequests/SupportRequestLatestHandoffSummaryTest.php tests/Feature/SupportRequests/TenantSupportRequestExternalHandoffTest.php tests/Feature/SupportRequests/OperationRunSupportRequestExternalHandoffTest.php tests/Feature/SupportRequests/SupportRequestExternalHandoffAuthorizationTest.php tests/Feature/SupportRequests/SupportRequestExternalHandoffAuditTest.php` and fix any failure, audit, or authorization regressions before final polish.

**Checkpoint**: User Story 3 is independently functional when explicit failure truth, scoped visibility, and audit coverage all hold without losing the internal support request.

---

## Phase 6: Polish & Cross-Cutting Concerns

**Purpose**: Close the slice without widening scope, and leave a clean validation and guardrail trail for review.

- [x] T027 Confirm `Request support`, `Support reference`, `External ticket`, handoff-mode labels, mutation-scope wording, and latest-summary copy stay aligned across `apps/platform/app/Filament/Pages/TenantDashboard.php`, `apps/platform/app/Filament/Pages/Operations/TenantlessOperationRunViewer.php`, `apps/platform/app/Support/SupportRequests/ExternalSupportDeskHandoffService.php`, `apps/platform/lang/en/localization.php`, and `apps/platform/lang/de/localization.php` without leaking provider-specific product names into primary operator copy.
- [x] T028 Run `export PATH="/bin:/usr/bin:/usr/local/bin:$PATH" && cd apps/platform && ./vendor/bin/sail bin pint --dirty --format agent` on the touched platform files before final validation.
- [x] T029 Run `export PATH="/bin:/usr/bin:/usr/local/bin:$PATH" && cd apps/platform && ./vendor/bin/sail artisan test --compact tests/Unit/Support/SupportRequests/ExternalSupportDeskHandoffServiceTest.php tests/Unit/Support/SupportRequests/SupportRequestLatestHandoffSummaryTest.php` as the focused unit close-out suite from `/Users/ahmeddarrazi/Documents/projects/wt-plattform/specs/256-external-support-desk-handoff/quickstart.md`.
- [x] T030 Run `export PATH="/bin:/usr/bin:/usr/local/bin:$PATH" && cd apps/platform && ./vendor/bin/sail artisan test --compact tests/Feature/SupportRequests/TenantSupportRequestExternalHandoffTest.php tests/Feature/SupportRequests/OperationRunSupportRequestExternalHandoffTest.php tests/Feature/SupportRequests/SupportRequestExternalHandoffAuthorizationTest.php tests/Feature/SupportRequests/SupportRequestExternalHandoffAuditTest.php` as the focused feature close-out suite from `/Users/ahmeddarrazi/Documents/projects/wt-plattform/specs/256-external-support-desk-handoff/quickstart.md`.
- [x] T031 Execute the manual smoke path in `/Users/ahmeddarrazi/Documents/projects/wt-plattform/specs/256-external-support-desk-handoff/quickstart.md` for tenant and run create, link, and failure handling, including the no-new-support-surface and no-`OperationRun` checks. Completed through a temporary Pest Browser smoke harness covering tenant create, run link, run failure, latest failure summary, no console errors, and no persistent browser-test surface.
- [x] T032 Record the final implementation close-out in `/Users/ahmeddarrazi/Documents/projects/wt-plattform/specs/256-external-support-desk-handoff/plan.md`, including the guardrail outcome and any explicit `document-in-feature` or named `follow-up-spec` decision for target configuration, retry pressure, or multi-provider pressure instead of hiding that scope in code review.

---

## Dependencies & Execution Order

### Phase Dependencies

- Phase 1 starts immediately.
- Phase 2 depends on Phase 1 and blocks all story work.
- Phase 3 depends on Phase 2 and delivers the MVP create flow.
- Phase 4 depends on Phase 2 and is safest after Phase 3 because it extends the same submission service and the same two action forms.
- Phase 5 depends on Phases 3 and 4 because failure, visibility, and audit proof must cover both create and link behavior on both existing surfaces.
- Phase 6 depends on every prior phase.

### User Story Dependencies

- US1 is the MVP and first shippable increment.
- US2 is independently testable but should follow US1 because both stories extend the same `SupportRequestSubmissionService` and support-action forms.
- US3 depends on US1 and US2 because explicit failure, audit, and scoped-visibility rules must cover every handoff mode.

### Within Each User Story

- Write the listed Pest coverage first and ensure it fails before implementation.
- Land shared submission-service changes before surface wiring whenever both are required.
- Re-run the story-specific validation task before moving to the next story.

---

## Parallel Opportunities

### Phase 1

- T001 and T002 can run in parallel.

### Phase 2

- T004 and T005 can run in parallel after T003 establishes the persisted handoff fields.

### User Story 1

- T007 and T008 can run in parallel before implementation work starts.

### User Story 2

- T013 and T014 can run in parallel before implementation work starts.

### User Story 3

- T019, T020, T021, and T022 can run in parallel before the failure hardening pass.

---

## Implementation Strategy

### MVP First

1. Complete Phase 1.
2. Complete Phase 2.
3. Complete Phase 3.
4. Stop and review the create-only external handoff slice before adding link and failure hardening.

### Incremental Delivery

1. Ship US1 so the product can create one external ticket from the two existing support-aware surfaces.
2. Add US2 so operators can link an already-opened external ticket without duplicate create behavior.
3. Add US3 so failure honesty, scoped visibility, and audit proof hold across every handoff mode.

### Team Strategy

1. Finish Phase 2 together before splitting story work.
2. Parallelize test authoring inside each story.
3. Sequence merges carefully around `apps/platform/app/Support/SupportRequests/SupportRequestSubmissionService.php`, `apps/platform/app/Filament/Pages/TenantDashboard.php`, `apps/platform/app/Filament/Pages/Operations/TenantlessOperationRunViewer.php`, and `apps/platform/lang/en/localization.php` plus `apps/platform/lang/de/localization.php`, because every story touches those same shared seams.
