-- Support-Tickets: je Organisation, mit Verlauf (Kunde/Personal), interne Notizen nur für Personal sichtbar
CREATE TABLE tickets (
  id CHAR(36) PRIMARY KEY,
  number VARCHAR(20) NOT NULL UNIQUE,
  org_id CHAR(36) NOT NULL REFERENCES organizations(id),
  resource_id CHAR(36) NULL REFERENCES resources(id),
  subject VARCHAR(200) NOT NULL,
  status ENUM('open','pending_customer','pending_staff','resolved','closed') NOT NULL DEFAULT 'pending_staff',
  priority ENUM('low','normal','high','urgent') NOT NULL DEFAULT 'normal',
  created_by CHAR(36) NOT NULL REFERENCES users(id),
  assigned_to CHAR(36) NULL REFERENCES users(id),
  created_at DATETIME(3) NOT NULL DEFAULT CURRENT_TIMESTAMP(3),
  updated_at DATETIME(3) NOT NULL DEFAULT CURRENT_TIMESTAMP(3) ON UPDATE CURRENT_TIMESTAMP(3),
  last_message_at DATETIME(3) NOT NULL DEFAULT CURRENT_TIMESTAMP(3),
  resolved_at DATETIME(3) NULL,
  closed_at DATETIME(3) NULL,
  KEY idx_tickets_org (org_id), KEY idx_tickets_status (status), KEY idx_tickets_assigned (assigned_to)
) ENGINE=InnoDB DEFAULT CHARSET=utf8mb4 COLLATE=utf8mb4_unicode_ci;

CREATE TABLE ticket_messages (
  id CHAR(36) PRIMARY KEY,
  ticket_id CHAR(36) NOT NULL REFERENCES tickets(id),
  author_id CHAR(36) NOT NULL REFERENCES users(id),
  author_kind ENUM('customer','staff') NOT NULL,
  body TEXT NOT NULL,
  internal_note TINYINT(1) NOT NULL DEFAULT 0,   -- nur für Personal sichtbar, nie für den Kunden
  created_at DATETIME(3) NOT NULL DEFAULT CURRENT_TIMESTAMP(3),
  KEY idx_tm_ticket (ticket_id)
) ENGINE=InnoDB DEFAULT CHARSET=utf8mb4 COLLATE=utf8mb4_unicode_ci;

INSERT INTO number_sequences (name, next_value) VALUES ('ticket', 1000) ON DUPLICATE KEY UPDATE name = name;