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feat(specs/256): external support desk handoff (#301 )

Implement external support desk handoff (spec 256). Created and pushed branch `256-external-support-desk-handoff`.

Co-authored-by: Ahmed Darrazi <ahmed.darrazi@live.de>
Reviewed-on: #301

2026-04-29 20:16:40 +00:00

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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.

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.
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.

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.
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.
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.
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

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.
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

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.
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.
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.
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

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.
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

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.
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.
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.
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

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.
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.
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.
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

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.
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.
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.
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.

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.
T028 Run export PATH="/bin:/usr/bin:/usr/local/bin:$PATH" && cd apps/platform && ./vendor/bin/sail bin pint --dirty --format agent on the touched platform files before final validation.
T029 Run export PATH="/bin:/usr/bin:/usr/local/bin:$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.
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.
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.
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

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

Incremental Delivery

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

Team Strategy

Finish Phase 2 together before splitting story work.
Parallelize test authoring inside each story.
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.

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