models

type ACL struct {
	ID             int              `json:"id"`
	Name           string           `json:"name"`
	Comments       *string          `json:"comments,omitempty"`
	Description    *string          `json:"description,omitempty"`
	ValidID        int              `json:"valid_id"`
	StopAfterMatch bool             `json:"stop_after_match"`
	ConfigMatch    *ACLConfigMatch  `json:"config_match,omitempty"`
	ConfigChange   *ACLConfigChange `json:"config_change,omitempty"`
	CreateTime     time.Time        `json:"create_time"`
	CreateBy       int              `json:"create_by"`
	ChangeTime     time.Time        `json:"change_time"`
	ChangeBy       int              `json:"change_by"`
}

type ACLConfigChange struct {
	// Possible is a whitelist - ONLY these values are allowed
	Possible map[string]map[string][]string `json:"Possible,omitempty"`
	// PossibleAdd adds these values to the current options
	PossibleAdd map[string]map[string][]string `json:"PossibleAdd,omitempty"`
	// PossibleNot is a blacklist - these values are removed
	PossibleNot map[string]map[string][]string `json:"PossibleNot,omitempty"`
}

type ACLConfigMatch struct {
	// Properties matches against current form/frontend values
	Properties map[string]map[string][]string `json:"Properties,omitempty"`
	// PropertiesDatabase matches against values from the database
	PropertiesDatabase map[string]map[string][]string `json:"PropertiesDatabase,omitempty"`
}

type ACLContext struct {
	// User context
	UserID         int
	CustomerUserID string

	// Ticket context (from database for PropertiesDatabase matching)
	TicketID   int
	Ticket     *Ticket
	QueueID    int
	StateID    int
	PriorityID int
	TypeID     int
	ServiceID  int
	SLAID      int
	OwnerID    int
	LockID     int
	CustomerID string

	// Frontend/Form context (for Properties matching)
	// These represent current form values that may differ from DB
	FormQueueID    *int
	FormStateID    *int
	FormPriorityID *int
	FormTypeID     *int
	FormServiceID  *int
	FormSLAID      *int
	FormOwnerID    *int
	FormLockID     *int

	// Dynamic fields
	DynamicFields map[string]interface{}

	// Action context (which action/screen is being used)
	Action string
	// Frontend indicates whether to match frontend/form values
	Frontend bool
}

type ACLResult struct {
	// MatchedACLs contains the names of ACLs that matched
	MatchedACLs []string
	// Allowed contains IDs that are allowed (from Possible rules)
	Allowed map[string][]int
	// Denied contains IDs that are denied (from PossibleNot rules)
	Denied map[string][]int
	// Added contains IDs that were added (from PossibleAdd rules)
	Added map[string][]int
}

type APIToken struct {
	ID            int64            `json:"id" db:"id"`
	UserID        int              `json:"user_id" db:"user_id"`
	UserType      APITokenUserType `json:"user_type" db:"user_type"`
	Name          string           `json:"name" db:"name"`
	Prefix        string           `json:"prefix" db:"prefix"`
	TokenHash     string           `json:"-" db:"token_hash"` // Never expose hash
	Scopes        []string         `json:"scopes,omitempty"`  // Parsed from JSON
	ScopesJSON    sql.NullString   `json:"-" db:"scopes"`     // Raw JSON from DB
	ExpiresAt     sql.NullTime     `json:"expires_at,omitempty" db:"expires_at"`
	LastUsedAt    sql.NullTime     `json:"last_used_at,omitempty" db:"last_used_at"`
	LastUsedIP    sql.NullString   `json:"last_used_ip,omitempty" db:"last_used_ip"`
	RateLimit     int              `json:"rate_limit" db:"rate_limit"`
	CreatedAt     time.Time        `json:"created_at" db:"created_at"`
	CreatedBy     sql.NullInt64    `json:"created_by,omitempty" db:"created_by"`
	RevokedAt     sql.NullTime     `json:"revoked_at,omitempty" db:"revoked_at"`
	RevokedBy     sql.NullInt64    `json:"revoked_by,omitempty" db:"revoked_by"`
	CustomerLogin string           `json:"customer_login,omitempty"` // For customer tokens: login from customer_user
}

type APITokenCreateRequest struct {
	Name      string   `json:"name" binding:"required,min=1,max=100"`
	Scopes    []string `json:"scopes,omitempty"`
	ExpiresIn string   `json:"expires_in,omitempty"` // "30d", "90d", "1y", "never"
}

type APITokenCreateResponse struct {
	ID        int64     `json:"id"`
	Name      string    `json:"name"`
	Prefix    string    `json:"prefix"`
	Token     string    `json:"token"` // Full token - shown only at creation
	Scopes    []string  `json:"scopes,omitempty"`
	ExpiresAt *string   `json:"expires_at,omitempty"`
	CreatedAt time.Time `json:"created_at"`
	Warning   string    `json:"warning"`
}

type APITokenListItem struct {
	ID         int64    `json:"id"`
	Name       string   `json:"name"`
	Prefix     string   `json:"prefix"`
	Scopes     []string `json:"scopes,omitempty"`
	ExpiresAt  *string  `json:"expires_at,omitempty"`
	LastUsedAt *string  `json:"last_used_at,omitempty"`
	CreatedAt  string   `json:"created_at"`
	IsActive   bool     `json:"is_active"`
}

type APITokenUserType string

type Action struct {
	ID            int             `json:"id"`
	WorkflowID    int             `json:"workflow_id"`
	Type          ActionType      `json:"type"`
	Config        json.RawMessage `json:"config"` // Action-specific configuration
	Order         int             `json:"order"`  // Execution order
	ContinueOnErr bool            `json:"continue_on_error"`
	DelaySeconds  int             `json:"delay_seconds"` // Delay before executing
}

type ActionConfig struct {
	// For assignment actions
	AssignToUserID   int    `json:"assign_to_user_id,omitempty"`
	AssignToGroupID  int    `json:"assign_to_group_id,omitempty"`
	AssignmentMethod string `json:"assignment_method,omitempty"` // round_robin, least_loaded, skills_based

	// For status/priority changes
	NewStatus   string `json:"new_status,omitempty"`
	NewPriority string `json:"new_priority,omitempty"`

	// For email actions
	EmailTo         []string `json:"email_to,omitempty"`
	EmailCC         []string `json:"email_cc,omitempty"`
	EmailSubject    string   `json:"email_subject,omitempty"`
	EmailBody       string   `json:"email_body,omitempty"`
	EmailTemplateID int      `json:"email_template_id,omitempty"`

	// For notification actions
	NotifyUserIDs    []int  `json:"notify_user_ids,omitempty"`
	NotifyGroupIDs   []int  `json:"notify_group_ids,omitempty"`
	NotificationText string `json:"notification_text,omitempty"`

	// For tag actions
	Tags []string `json:"tags,omitempty"`

	// For note actions
	NoteContent    string `json:"note_content,omitempty"`
	NoteIsInternal bool   `json:"note_is_internal,omitempty"`

	// For webhook actions
	WebhookURL     string            `json:"webhook_url,omitempty"`
	WebhookMethod  string            `json:"webhook_method,omitempty"`
	WebhookHeaders map[string]string `json:"webhook_headers,omitempty"`
	WebhookBody    string            `json:"webhook_body,omitempty"`

	// For script actions
	ScriptCommand string   `json:"script_command,omitempty"`
	ScriptArgs    []string `json:"script_args,omitempty"`
	ScriptTimeout int      `json:"script_timeout_seconds,omitempty"`

	// For custom field updates
	CustomFieldName  string      `json:"custom_field_name,omitempty"`
	CustomFieldValue interface{} `json:"custom_field_value,omitempty"`
}

type ActionType string

type AppliedResponse struct {
	Subject     string   `json:"subject"`
	Content     string   `json:"content"`
	ContentType string   `json:"content_type"`
	Attachments []string `json:"attachments,omitempty"`
	AsInternal  bool     `json:"as_internal"`
}

type Article struct {
	ID                     int         `json:"id" db:"id"`
	TicketID               int         `json:"ticket_id" db:"ticket_id"`
	ArticleTypeID          int         `json:"article_type_id" db:"article_type_id"` // 1=email-external, 2=email-internal, etc.
	SenderTypeID           int         `json:"sender_type_id" db:"sender_type_id"`   // 1=agent, 2=system, 3=customer
	CommunicationChannelID int         `json:"communication_channel_id" db:"communication_channel_id"`
	IsVisibleForCustomer   int         `json:"is_visible_for_customer" db:"is_visible_for_customer"`
	Subject                string      `json:"subject" db:"subject"`
	Body                   interface{} `json:"body" db:"body"`                         // Can be string or []byte
	BodyType               string      `json:"body_type" db:"body_type"`               // text/plain, text/html
	TemplateID             *uint       `json:"template_id,omitempty" db:"template_id"` // Track which template was used
	Charset                string      `json:"charset" db:"charset"`
	MimeType               string      `json:"mime_type" db:"mime_type"`
	ContentPath            *string     `json:"content_path,omitempty" db:"content_path"`
	MessageID              string      `json:"message_id" db:"message_id"`   // Email Message-ID header
	InReplyTo              string      `json:"in_reply_to" db:"in_reply_to"` // Email In-Reply-To header
	References             string      `json:"references" db:"references"`   // Email References header
	ValidID                int         `json:"valid_id" db:"valid_id"`
	CreateTime             time.Time   `json:"create_time" db:"create_time"`
	CreateBy               int         `json:"create_by" db:"create_by"`
	ChangeTime             time.Time   `json:"change_time" db:"change_time"`
	ChangeBy               int         `json:"change_by" db:"change_by"`

	// Joined fields
	Ticket      *Ticket      `json:"ticket,omitempty"`
	Creator     *User        `json:"creator,omitempty"`
	Attachments []Attachment `json:"attachments,omitempty"`
}

type ArticleAttachment struct {
	ID                 int       `json:"id" db:"id"`
	ArticleID          int       `json:"article_id" db:"article_id"`
	Filename           string    `json:"filename" db:"filename"`
	ContentType        string    `json:"content_type" db:"content_type"`
	ContentSize        int       `json:"content_size" db:"content_size"`
	ContentID          *string   `json:"content_id,omitempty" db:"content_id"`
	ContentAlternative *string   `json:"content_alternative,omitempty" db:"content_alternative"`
	Disposition        string    `json:"disposition" db:"disposition"`
	Content            string    `json:"content" db:"content"` // Base64 encoded or file path
	CreateTime         time.Time `json:"create_time" db:"create_time"`
	CreateBy           int       `json:"create_by" db:"create_by"`
	ChangeTime         time.Time `json:"change_time" db:"change_time"`
	ChangeBy           int       `json:"change_by" db:"change_by"`
}

type ArticleComment struct {
	ID        uint              `json:"id" gorm:"primaryKey"`
	ArticleID uint              `json:"article_id" gorm:"not null"`
	Article   *KnowledgeArticle `json:"article,omitempty" gorm:"foreignKey:ArticleID"`
	AuthorID  uint              `json:"author_id" gorm:"not null"`
	Author    *User             `json:"author,omitempty" gorm:"foreignKey:AuthorID"`
	Comment   string            `json:"comment" gorm:"not null"`
	IsPublic  bool              `json:"is_public" gorm:"default:true"`
	IsHelpful *bool             `json:"is_helpful"`
	ParentID  *uint             `json:"parent_id"`
	Parent    *ArticleComment   `json:"parent,omitempty" gorm:"foreignKey:ParentID"`
	Replies   []ArticleComment  `json:"replies,omitempty" gorm:"foreignKey:ParentID"`
	CreatedAt time.Time         `json:"created_at"`
	UpdatedAt time.Time         `json:"updated_at"`
}

type ArticleCreateRequest struct {
	TicketID             uint     `json:"ticket_id" binding:"required"`
	ArticleTypeID        int      `json:"article_type_id,omitempty"` // defaults to note-internal
	SenderTypeID         int      `json:"sender_type_id,omitempty"`  // defaults based on user role
	IsVisibleForCustomer int      `json:"is_visible_for_customer,omitempty"`
	Subject              *string  `json:"subject,omitempty"`
	Body                 string   `json:"body" binding:"required"`
	BodyType             string   `json:"body_type,omitempty"`   // defaults to text/plain
	Attachments          []string `json:"attachments,omitempty"` // Base64 encoded files
}

type ArticleFeedback struct {
	ID         uint              `json:"id" gorm:"primaryKey"`
	ArticleID  uint              `json:"article_id" gorm:"not null"`
	Article    *KnowledgeArticle `json:"article,omitempty" gorm:"foreignKey:ArticleID"`
	UserID     uint              `json:"user_id" gorm:"not null"`
	User       *User             `json:"user,omitempty" gorm:"foreignKey:UserID"`
	IsHelpful  bool              `json:"is_helpful"`
	Rating     int               `json:"rating"` // 1-5 scale
	Feedback   string            `json:"feedback"`
	Suggestion string            `json:"suggestion"`
	CreatedAt  time.Time         `json:"created_at"`
	UpdatedAt  time.Time         `json:"updated_at"`
}

type ArticleHistory struct {
	ID          uint              `json:"id" gorm:"primaryKey"`
	ArticleID   uint              `json:"article_id" gorm:"not null"`
	Article     *KnowledgeArticle `json:"article,omitempty" gorm:"foreignKey:ArticleID"`
	Version     int               `json:"version"`
	Title       string            `json:"title"`
	Content     string            `json:"content" gorm:"type:text"`
	Summary     string            `json:"summary"`
	ChangedByID uint              `json:"changed_by_id" gorm:"not null"`
	ChangedBy   *User             `json:"changed_by,omitempty" gorm:"foreignKey:ChangedByID"`
	ChangeType  string            `json:"change_type"` // create, update, publish, archive
	ChangeNotes string            `json:"change_notes"`
	CreatedAt   time.Time         `json:"created_at"`
}

type ArticleStatus string

type ArticleType string

type ArticleView struct {
	ID           uint              `json:"id" gorm:"primaryKey"`
	ArticleID    uint              `json:"article_id" gorm:"not null;index"`
	Article      *KnowledgeArticle `json:"article,omitempty" gorm:"foreignKey:ArticleID"`
	UserID       *uint             `json:"user_id"`
	User         *User             `json:"user,omitempty" gorm:"foreignKey:UserID"`
	SessionID    string            `json:"session_id"`
	IPAddress    string            `json:"ip_address"`
	UserAgent    string            `json:"user_agent"`
	Referrer     string            `json:"referrer"`
	SearchQuery  string            `json:"search_query"`
	ViewDuration int               `json:"view_duration"` // Seconds
	CreatedAt    time.Time         `json:"created_at"`
}

type ArticleVisibility string

type AssignTicketRequest struct {
	AgentID uint `json:"agent_id" binding:"required"`
}

type Attachment struct {
	ID                 uint      `json:"id" db:"id"`
	ArticleID          uint      `json:"article_id" db:"article_id"`
	Filename           string    `json:"filename" db:"filename"`
	ContentType        string    `json:"content_type" db:"content_type"`
	ContentSize        int       `json:"content_size" db:"content_size"`
	ContentID          *string   `json:"content_id,omitempty" db:"content_id"`
	ContentAlternative *string   `json:"content_alternative,omitempty" db:"content_alternative"`
	Disposition        string    `json:"disposition" db:"disposition"`
	Content            string    `json:"content" db:"content"` // Base64 encoded or file path
	CreateTime         time.Time `json:"create_time" db:"create_time"`
	CreateBy           uint      `json:"create_by" db:"create_by"`
	ChangeTime         time.Time `json:"change_time" db:"change_time"`
	ChangeBy           uint      `json:"change_by" db:"change_by"`
}

type AttributeRelationPair struct {
	Attribute1Value string `json:"attr1_value"`
	Attribute2Value string `json:"attr2_value"`
}

type AuthConfig struct {
	AuthType string `yaml:"AuthType,omitempty" json:"auth_type,omitempty"` // BasicAuth, JWT, OAuth2, APIKey

	// Basic Auth
	BasicAuthUser     string `yaml:"BasicAuthUser,omitempty" json:"basic_auth_user,omitempty"`
	BasicAuthPassword string `yaml:"BasicAuthPassword,omitempty" json:"basic_auth_password,omitempty"`

	// API Key
	APIKey       string `yaml:"APIKey,omitempty" json:"api_key,omitempty"`
	APIKeyHeader string `yaml:"APIKeyHeader,omitempty" json:"api_key_header,omitempty"` // Header name, defaults to X-API-Key

	// OAuth2
	OAuth2TokenURL     string `yaml:"OAuth2TokenURL,omitempty" json:"oauth2_token_url,omitempty"`
	OAuth2ClientID     string `yaml:"OAuth2ClientID,omitempty" json:"oauth2_client_id,omitempty"`
	OAuth2ClientSecret string `yaml:"OAuth2ClientSecret,omitempty" json:"oauth2_client_secret,omitempty"`
	OAuth2Scope        string `yaml:"OAuth2Scope,omitempty" json:"oauth2_scope,omitempty"`

	// JWT
	JWTAuthKeyFilePath          string `yaml:"JWTAuthKeyFilePath,omitempty" json:"jwt_auth_key_file_path,omitempty"`
	JWTAuthKeyFilePassword      string `yaml:"JWTAuthKeyFilePassword,omitempty" json:"jwt_auth_key_file_password,omitempty"`
	JWTAuthAlgorithm            string `yaml:"JWTAuthAlgorithm,omitempty" json:"jwt_auth_algorithm,omitempty"`
	JWTAuthCertificateFilePath  string `yaml:"JWTAuthCertificateFilePath,omitempty" json:"jwt_auth_certificate_file_path,omitempty"`
	JWTAuthTTL                  string `yaml:"JWTAuthTTL,omitempty" json:"jwt_auth_ttl,omitempty"`
	JWTAuthPayload              string `yaml:"JWTAuthPayload,omitempty" json:"jwt_auth_payload,omitempty"`
	JWTAuthAdditionalHeaderData string `yaml:"JWTAuthAdditionalHeaderData,omitempty" json:"jwt_auth_additional_header_data,omitempty"`
}

type AutoFillContext struct {
	AgentName     string `json:"agent_name,omitempty"`
	AgentEmail    string `json:"agent_email,omitempty"`
	TicketNumber  string `json:"ticket_number,omitempty"`
	CustomerName  string `json:"customer_name,omitempty"`
	CustomerEmail string `json:"customer_email,omitempty"`
	QueueName     string `json:"queue_name,omitempty"`
}

type BreachReason struct {
	Reason  string  `json:"reason"`
	Count   int     `json:"count"`
	Percent float64 `json:"percent"`
}

type BusinessCalendar struct {
	ID           uint           `json:"id"`
	Name         string         `json:"name" binding:"required"`
	Description  string         `json:"description"`
	TimeZone     string         `json:"time_zone" binding:"required"`
	WorkingHours []WorkingHours `json:"working_hours"`
	Holidays     []SLAHoliday   `json:"holidays,omitempty"`
	IsDefault    bool           `json:"is_default"`
	CreatedAt    time.Time      `json:"created_at"`
	UpdatedAt    time.Time      `json:"updated_at"`
}

type BusinessException struct {
	ID        int       `json:"id"`
	ConfigID  int       `json:"config_id"`
	Name      string    `json:"name"`
	Date      time.Time `json:"date"`
	IsWorking bool      `json:"is_working"` // Override to working/non-working
	StartTime string    `json:"start_time,omitempty"`
	EndTime   string    `json:"end_time,omitempty"`
	Reason    string    `json:"reason"`
}

type BusinessHoursCalculator struct {
	Config *BusinessHoursConfig
	// contains filtered or unexported fields
}

type BusinessHoursConfig struct {
	ID          int                 `json:"id"`
	Name        string              `json:"name"`
	Description string              `json:"description"`
	Timezone    string              `json:"timezone"` // e.g., "America/New_York"
	IsDefault   bool                `json:"is_default"`
	IsActive    bool                `json:"is_active"`
	WorkingDays []WorkingDay        `json:"working_days"`
	Holidays    []Holiday           `json:"holidays"`
	Exceptions  []BusinessException `json:"exceptions"`
	CreatedAt   time.Time           `json:"created_at"`
	UpdatedAt   time.Time           `json:"updated_at"`
}

type CIEnvironment string

type CIHistory struct {
	ID              uint               `json:"id" gorm:"primaryKey"`
	CIID            uint               `json:"ci_id" gorm:"not null;index"`
	CI              *ConfigurationItem `json:"ci,omitempty" gorm:"foreignKey:CIID"`
	FieldName       string             `json:"field_name" gorm:"not null"`
	OldValue        string             `json:"old_value"`
	NewValue        string             `json:"new_value"`
	ChangeType      string             `json:"change_type"` // create, update, delete
	ChangedByID     uint               `json:"changed_by_id" gorm:"not null"`
	ChangedBy       *User              `json:"changed_by,omitempty" gorm:"foreignKey:ChangedByID"`
	ChangeReason    string             `json:"change_reason"`
	ChangeTicketRef string             `json:"change_ticket_ref"`
	CreatedAt       time.Time          `json:"created_at"`
}

type CIListRequest struct {
	Page        int           `json:"page" form:"page"`
	PerPage     int           `json:"per_page" form:"per_page"`
	Type        CIType        `json:"type" form:"type"`
	Status      CIStatus      `json:"status" form:"status"`
	Environment CIEnvironment `json:"environment" form:"environment"`
	OwnerID     uint          `json:"owner_id" form:"owner_id"`
	Location    string        `json:"location" form:"location"`
	Search      string        `json:"search" form:"search"`
	SortBy      string        `json:"sort_by" form:"sort_by"`
	SortOrder   string        `json:"sort_order" form:"sort_order"`
}

type CIListResponse struct {
	ConfigurationItems []*ConfigurationItem `json:"configuration_items"`
	Total              int64                `json:"total"`
	Page               int                  `json:"page"`
	PerPage            int                  `json:"per_page"`
	TotalPages         int                  `json:"total_pages"`
}

type CIRelationship struct {
	ID           uint               `json:"id" gorm:"primaryKey"`
	SourceCIID   uint               `json:"source_ci_id" gorm:"not null"`
	SourceCI     *ConfigurationItem `json:"source_ci,omitempty" gorm:"foreignKey:SourceCIID"`
	TargetCIID   uint               `json:"target_ci_id" gorm:"not null"`
	TargetCI     *ConfigurationItem `json:"target_ci,omitempty" gorm:"foreignKey:TargetCIID"`
	RelationType string             `json:"relation_type"` // depends_on, connects_to, runs_on, uses, etc.
	Description  string             `json:"description"`
	IsActive     bool               `json:"is_active" gorm:"default:true"`
	CreatedAt    time.Time          `json:"created_at"`
	UpdatedAt    time.Time          `json:"updated_at"`
}

type CIStatus string

type CIType string

type CannedResponse struct {
	ID          uint      `json:"id"`
	Name        string    `json:"name" binding:"required"`     // Display name for the response
	Shortcut    string    `json:"shortcut"`                    // Quick access code (e.g., "/greeting")
	Category    string    `json:"category" binding:"required"` // Category for organization
	Subject     string    `json:"subject"`                     // Optional subject line
	Content     string    `json:"content" binding:"required"`  // The response content
	ContentType string    `json:"content_type"`                // text/plain or text/html
	Tags        []string  `json:"tags"`                        // Tags for search/filter
	IsPublic    bool      `json:"is_public"`                   // Available to all agents
	IsActive    bool      `json:"is_active"`                   // Currently active
	UsageCount  int       `json:"usage_count"`                 // Track usage
	CreatedBy   uint      `json:"created_by"`
	UpdatedBy   uint      `json:"updated_by"`
	CreatedAt   time.Time `json:"created_at"`
	UpdatedAt   time.Time `json:"updated_at"`

	// Access control
	OwnerID    uint   `json:"owner_id"`              // User who owns this response
	SharedWith []uint `json:"shared_with,omitempty"` // User IDs who can use this
	QueueIDs   []uint `json:"queue_ids,omitempty"`   // Restrict to specific queues

	// Variables for substitution
	Variables []ResponseVariable `json:"variables,omitempty"`

	// Attachments to include
	AttachmentURLs []string `json:"attachment_urls,omitempty"`
}

type CannedResponseApplication struct {
	ResponseID uint              `json:"response_id" binding:"required"`
	TicketID   uint              `json:"ticket_id" binding:"required"`
	Variables  map[string]string `json:"variables,omitempty"`
	AsInternal bool              `json:"as_internal"` // Send as internal note vs customer reply
}

type CannedResponseCategory struct {
	ID          uint   `json:"id"`
	Name        string `json:"name"`
	Description string `json:"description"`
	Icon        string `json:"icon,omitempty"`
	Order       int    `json:"order"`
	ParentID    *uint  `json:"parent_id,omitempty"` // For nested categories
	Active      bool   `json:"active"`
}

type CannedResponseFilter struct {
	Query      string   `json:"query,omitempty"`
	Category   string   `json:"category,omitempty"`
	Tags       []string `json:"tags,omitempty"`
	QueueID    uint     `json:"queue_id,omitempty"`
	OnlyPublic bool     `json:"only_public,omitempty"`
	OnlyOwned  bool     `json:"only_owned,omitempty"`
	UserID     uint     `json:"user_id,omitempty"`
	Limit      int      `json:"limit,omitempty"`
	Offset     int      `json:"offset,omitempty"`
}

type CannedResponseUsage struct {
	ID             uint      `json:"id"`
	ResponseID     uint      `json:"response_id"`
	TicketID       uint      `json:"ticket_id"`
	UserID         uint      `json:"user_id"`
	UsedAt         time.Time `json:"used_at"`
	ModifiedBefore bool      `json:"modified_before_use"` // Track if agent modified before sending
}

type Change struct {
	ID           uint         `json:"id" gorm:"primaryKey"`
	ChangeNumber string       `json:"change_number" gorm:"uniqueIndex;not null"`
	Title        string       `json:"title" gorm:"not null"`
	Description  string       `json:"description"`
	Type         ChangeType   `json:"type" gorm:"not null;default:'normal'"`
	Status       ChangeStatus `json:"status" gorm:"not null;default:'draft'"`
	Priority     int          `json:"priority" gorm:"default:3"` // 1-5 scale
	Risk         ChangeRisk   `json:"risk" gorm:"not null;default:'medium'"`
	Impact       ChangeImpact `json:"impact" gorm:"not null;default:'minor'"`
	Category     string       `json:"category"`
	SubCategory  string       `json:"sub_category"`

	// Justification and planning
	BusinessJustification string `json:"business_justification"`
	TechnicalDetails      string `json:"technical_details"`
	ImplementationPlan    string `json:"implementation_plan"`
	TestPlan              string `json:"test_plan"`
	BackoutPlan           string `json:"backout_plan"`
	CommunicationPlan     string `json:"communication_plan"`

	// Risk assessment
	RiskAssessment string `json:"risk_assessment"`
	RiskMitigation string `json:"risk_mitigation"`
	ImpactAnalysis string `json:"impact_analysis"`

	// Assignment and ownership
	RequestedByID     uint   `json:"requested_by_id" gorm:"not null"`
	RequestedBy       *User  `json:"requested_by,omitempty" gorm:"foreignKey:RequestedByID"`
	AssignedToID      *uint  `json:"assigned_to_id"`
	AssignedTo        *User  `json:"assigned_to,omitempty" gorm:"foreignKey:AssignedToID"`
	AssignmentGroupID *uint  `json:"assignment_group_id"`
	AssignmentGroup   *Group `json:"assignment_group,omitempty" gorm:"foreignKey:AssignmentGroupID"`
	ChangeManagerID   *uint  `json:"change_manager_id"`
	ChangeManager     *User  `json:"change_manager,omitempty" gorm:"foreignKey:ChangeManagerID"`

	// Related entities
	RelatedIncidentID *uint     `json:"related_incident_id"`
	RelatedIncident   *Incident `json:"related_incident,omitempty" gorm:"foreignKey:RelatedIncidentID"`
	RelatedProblemID  *uint     `json:"related_problem_id"`
	RelatedProblem    *Problem  `json:"related_problem,omitempty" gorm:"foreignKey:RelatedProblemID"`

	// Configuration items (CMDB)
	ConfigurationItems []ConfigurationItem `json:"configuration_items,omitempty" gorm:"many2many:change_configuration_items;"`

	// Service information
	ServiceID        *uint     `json:"service_id"`
	Service          *Service  `json:"service,omitempty" gorm:"foreignKey:ServiceID"`
	AffectedServices []Service `json:"affected_services,omitempty" gorm:"many2many:change_affected_services;"`

	// Scheduling
	PlannedStartDate  *time.Time `json:"planned_start_date"`
	PlannedEndDate    *time.Time `json:"planned_end_date"`
	ActualStartDate   *time.Time `json:"actual_start_date"`
	ActualEndDate     *time.Time `json:"actual_end_date"`
	MaintenanceWindow string     `json:"maintenance_window"`
	EstimatedDowntime int        `json:"estimated_downtime"` // Minutes
	ActualDowntime    int        `json:"actual_downtime"`    // Minutes

	// Approval process
	RequiresCABApproval bool             `json:"requires_cab_approval" gorm:"default:true"`
	CABMeetingDate      *time.Time       `json:"cab_meeting_date"`
	CABDecision         string           `json:"cab_decision"`
	CABNotes            string           `json:"cab_notes"`
	Approvals           []ChangeApproval `json:"approvals,omitempty" gorm:"foreignKey:ChangeID"`

	// Implementation details
	ImplementedByID      *uint  `json:"implemented_by_id"`
	ImplementedBy        *User  `json:"implemented_by,omitempty" gorm:"foreignKey:ImplementedByID"`
	ImplementationNotes  string `json:"implementation_notes"`
	ImplementationResult string `json:"implementation_result"`

	// Review and closure
	ReviewNotes        string `json:"review_notes"`
	LessonsLearned     string `json:"lessons_learned"`
	SuccessCriteriaMet bool   `json:"success_criteria_met" gorm:"default:false"`
	ClosureCode        string `json:"closure_code"`
	ClosureNotes       string `json:"closure_notes"`

	// Metrics
	EstimatedCost     float64 `json:"estimated_cost"`
	ActualCost        float64 `json:"actual_cost"`
	EstimatedEffort   int     `json:"estimated_effort"` // Hours
	ActualEffort      int     `json:"actual_effort"`    // Hours
	RollbackRequired  bool    `json:"rollback_required" gorm:"default:false"`
	RollbackPerformed bool    `json:"rollback_performed" gorm:"default:false"`

	// Additional fields
	IsEmergency       bool     `json:"is_emergency" gorm:"default:false"`
	IsStandardChange  bool     `json:"is_standard_change" gorm:"default:false"`
	TemplateID        *uint    `json:"template_id"`
	Tags              []string `json:"tags" gorm:"type:text[]"`
	ExternalReference string   `json:"external_reference"`

	// Audit fields
	CreatedAt        time.Time `json:"created_at"`
	UpdatedAt        time.Time `json:"updated_at"`
	CreatedByID      uint      `json:"created_by_id"`
	CreatedBy        *User     `json:"created_by,omitempty" gorm:"foreignKey:CreatedByID"`
	LastModifiedByID *uint     `json:"last_modified_by_id"`
	LastModifiedBy   *User     `json:"last_modified_by,omitempty" gorm:"foreignKey:LastModifiedByID"`
}

type ChangeApproval struct {
	ID           uint       `json:"id" gorm:"primaryKey"`
	ChangeID     uint       `json:"change_id" gorm:"not null"`
	Change       *Change    `json:"change,omitempty" gorm:"foreignKey:ChangeID"`
	ApproverID   uint       `json:"approver_id" gorm:"not null"`
	Approver     *User      `json:"approver,omitempty" gorm:"foreignKey:ApproverID"`
	ApprovalType string     `json:"approval_type"` // technical, business, security, etc.
	Status       string     `json:"status"`        // pending, approved, rejected, abstained
	Comments     string     `json:"comments"`
	ApprovedAt   *time.Time `json:"approved_at"`
	CreatedAt    time.Time  `json:"created_at"`
	UpdatedAt    time.Time  `json:"updated_at"`
}

type ChangeAttachment struct {
	ID           uint      `json:"id" gorm:"primaryKey"`
	ChangeID     uint      `json:"change_id" gorm:"not null"`
	Change       *Change   `json:"change,omitempty" gorm:"foreignKey:ChangeID"`
	FileName     string    `json:"file_name" gorm:"not null"`
	FilePath     string    `json:"file_path" gorm:"not null"`
	FileSize     int64     `json:"file_size"`
	ContentType  string    `json:"content_type"`
	UploadedByID uint      `json:"uploaded_by_id" gorm:"not null"`
	UploadedBy   *User     `json:"uploaded_by,omitempty" gorm:"foreignKey:UploadedByID"`
	CreatedAt    time.Time `json:"created_at"`
}

type ChangeComment struct {
	ID         uint      `json:"id" gorm:"primaryKey"`
	ChangeID   uint      `json:"change_id" gorm:"not null"`
	Change     *Change   `json:"change,omitempty" gorm:"foreignKey:ChangeID"`
	AuthorID   uint      `json:"author_id" gorm:"not null"`
	Author     *User     `json:"author,omitempty" gorm:"foreignKey:AuthorID"`
	Comment    string    `json:"comment" gorm:"not null"`
	IsPublic   bool      `json:"is_public" gorm:"default:true"`
	IsWorkNote bool      `json:"is_work_note" gorm:"default:false"`
	CreatedAt  time.Time `json:"created_at"`
	UpdatedAt  time.Time `json:"updated_at"`
}

type ChangeHistory struct {
	ID           uint      `json:"id" gorm:"primaryKey"`
	ChangeID     uint      `json:"change_id" gorm:"not null"`
	Change       *Change   `json:"change,omitempty" gorm:"foreignKey:ChangeID"`
	FieldName    string    `json:"field_name" gorm:"not null"`
	OldValue     string    `json:"old_value"`
	NewValue     string    `json:"new_value"`
	ChangedByID  uint      `json:"changed_by_id" gorm:"not null"`
	ChangedBy    *User     `json:"changed_by,omitempty" gorm:"foreignKey:ChangedByID"`
	ChangeReason string    `json:"change_reason"`
	CreatedAt    time.Time `json:"created_at"`
}

type ChangeImpact string

type ChangeListRequest struct {
	Page          int          `json:"page" form:"page"`
	PerPage       int          `json:"per_page" form:"per_page"`
	Status        ChangeStatus `json:"status" form:"status"`
	Type          ChangeType   `json:"type" form:"type"`
	Risk          ChangeRisk   `json:"risk" form:"risk"`
	RequestedByID uint         `json:"requested_by_id" form:"requested_by_id"`
	AssignedToID  uint         `json:"assigned_to_id" form:"assigned_to_id"`
	Search        string       `json:"search" form:"search"`
	SortBy        string       `json:"sort_by" form:"sort_by"`
	SortOrder     string       `json:"sort_order" form:"sort_order"`
	FromDate      *time.Time   `json:"from_date" form:"from_date"`
	ToDate        *time.Time   `json:"to_date" form:"to_date"`
	RequiresCAB   *bool        `json:"requires_cab" form:"requires_cab"`
	IsEmergency   *bool        `json:"is_emergency" form:"is_emergency"`
}

type ChangeListResponse struct {
	Changes    []*Change `json:"changes"`
	Total      int64     `json:"total"`
	Page       int       `json:"page"`
	PerPage    int       `json:"per_page"`
	TotalPages int       `json:"total_pages"`
}

type ChangePasswordRequest struct {
	OldPassword string `json:"old_password" binding:"required"`
	NewPassword string `json:"new_password" binding:"required,min=8"`
}

type ChangeRisk string

type ChangeStatus string

type ChangeTask struct {
	ID           uint       `json:"id" gorm:"primaryKey"`
	ChangeID     uint       `json:"change_id" gorm:"not null"`
	Change       *Change    `json:"change,omitempty" gorm:"foreignKey:ChangeID"`
	TaskNumber   string     `json:"task_number" gorm:"not null"`
	Title        string     `json:"title" gorm:"not null"`
	Description  string     `json:"description"`
	AssignedToID *uint      `json:"assigned_to_id"`
	AssignedTo   *User      `json:"assigned_to,omitempty" gorm:"foreignKey:AssignedToID"`
	Status       string     `json:"status"` // pending, in_progress, completed, cancelled
	PlannedStart *time.Time `json:"planned_start"`
	PlannedEnd   *time.Time `json:"planned_end"`
	ActualStart  *time.Time `json:"actual_start"`
	ActualEnd    *time.Time `json:"actual_end"`
	Dependencies string     `json:"dependencies"`
	Order        int        `json:"order"`
	CreatedAt    time.Time  `json:"created_at"`
	UpdatedAt    time.Time  `json:"updated_at"`
}

type ChangeType string

type Condition struct {
	ID         int               `json:"id"`
	WorkflowID int               `json:"workflow_id"`
	Field      string            `json:"field"` // Field to check (e.g., "ticket.priority")
	Operator   ConditionOperator `json:"operator"`
	Value      interface{}       `json:"value"`      // Expected value
	LogicalOp  string            `json:"logical_op"` // AND, OR for combining conditions
	GroupID    int               `json:"group_id"`   // For grouping conditions
}

type ConditionOperator string

type ConfigurationItem struct {
	ID          uint          `json:"id" gorm:"primaryKey"`
	CINumber    string        `json:"ci_number" gorm:"uniqueIndex;not null"`
	Name        string        `json:"name" gorm:"not null;index"`
	DisplayName string        `json:"display_name"`
	Type        CIType        `json:"type" gorm:"not null;index"`
	SubType     string        `json:"sub_type"`
	Status      CIStatus      `json:"status" gorm:"not null;default:'active';index"`
	Environment CIEnvironment `json:"environment" gorm:"index"`
	Description string        `json:"description"`

	// Classification
	Category        string `json:"category"`
	SubCategory     string `json:"sub_category"`
	Criticality     int    `json:"criticality" gorm:"default:3"` // 1-5 scale
	BusinessService string `json:"business_service"`

	// Ownership and management
	OwnerID        *uint  `json:"owner_id"`
	Owner          *User  `json:"owner,omitempty" gorm:"foreignKey:OwnerID"`
	ManagedByID    *uint  `json:"managed_by_id"`
	ManagedBy      *User  `json:"managed_by,omitempty" gorm:"foreignKey:ManagedByID"`
	SupportGroupID *uint  `json:"support_group_id"`
	SupportGroup   *Group `json:"support_group,omitempty" gorm:"foreignKey:SupportGroupID"`
	Department     string `json:"department"`

	// Location information
	Location     string `json:"location"`
	Building     string `json:"building"`
	Floor        string `json:"floor"`
	Room         string `json:"room"`
	Rack         string `json:"rack"`
	RackPosition string `json:"rack_position"`

	// Technical details
	Manufacturer    string `json:"manufacturer"`
	Model           string `json:"model"`
	SerialNumber    string `json:"serial_number" gorm:"index"`
	AssetTag        string `json:"asset_tag" gorm:"index"`
	Version         string `json:"version"`
	OperatingSystem string `json:"operating_system"`
	IPAddress       string `json:"ip_address"`
	MACAddress      string `json:"mac_address"`
	Hostname        string `json:"hostname"`
	Domain          string `json:"domain"`

	// Hardware specifications
	CPU      string `json:"cpu"`
	CPUCores int    `json:"cpu_cores"`
	RAM      int    `json:"ram"`     // GB
	Storage  int    `json:"storage"` // GB

	// Financial information
	PurchaseDate       *time.Time `json:"purchase_date"`
	PurchasePrice      float64    `json:"purchase_price"`
	Currency           string     `json:"currency"`
	PONumber           string     `json:"po_number"`
	InvoiceNumber      string     `json:"invoice_number"`
	VendorID           *uint      `json:"vendor_id"`
	Vendor             *Vendor    `json:"vendor,omitempty" gorm:"foreignKey:VendorID"`
	WarrantyExpiry     *time.Time `json:"warranty_expiry"`
	LeaseExpiry        *time.Time `json:"lease_expiry"`
	DepreciationMethod string     `json:"depreciation_method"`
	CurrentValue       float64    `json:"current_value"`

	// Lifecycle management
	InstallDate         *time.Time `json:"install_date"`
	CommissionDate      *time.Time `json:"commission_date"`
	DecommissionDate    *time.Time `json:"decommission_date"`
	LastAuditDate       *time.Time `json:"last_audit_date"`
	NextAuditDate       *time.Time `json:"next_audit_date"`
	LastMaintenanceDate *time.Time `json:"last_maintenance_date"`
	NextMaintenanceDate *time.Time `json:"next_maintenance_date"`
	EndOfLife           *time.Time `json:"end_of_life"`

	// Relationships
	ParentCIID   *uint               `json:"parent_ci_id"`
	ParentCI     *ConfigurationItem  `json:"parent_ci,omitempty" gorm:"foreignKey:ParentCIID"`
	ChildCIs     []ConfigurationItem `json:"child_cis,omitempty" gorm:"foreignKey:ParentCIID"`
	RelatedCIs   []ConfigurationItem `json:"related_cis,omitempty" gorm:"many2many:ci_relationships;"`
	Dependencies []ConfigurationItem `json:"dependencies,omitempty" gorm:"many2many:ci_dependencies;"`

	// Compliance and security
	ComplianceStatus   string     `json:"compliance_status"`
	SecurityLevel      string     `json:"security_level"`
	DataClassification string     `json:"data_classification"`
	LastSecurityScan   *time.Time `json:"last_security_scan"`
	ComplianceTags     []string   `json:"compliance_tags" gorm:"type:text[]"`

	// Additional attributes (flexible schema)
	Attributes map[string]interface{} `json:"attributes" gorm:"type:jsonb"`

	// Documentation
	DocumentationURL   string   `json:"documentation_url"`
	ConfigurationNotes string   `json:"configuration_notes"`
	Tags               []string `json:"tags" gorm:"type:text[]"`

	// Audit fields
	CreatedAt        time.Time  `json:"created_at"`
	UpdatedAt        time.Time  `json:"updated_at"`
	CreatedByID      uint       `json:"created_by_id"`
	CreatedBy        *User      `json:"created_by,omitempty" gorm:"foreignKey:CreatedByID"`
	LastModifiedByID *uint      `json:"last_modified_by_id"`
	LastModifiedBy   *User      `json:"last_modified_by,omitempty" gorm:"foreignKey:LastModifiedByID"`
	LastVerifiedAt   *time.Time `json:"last_verified_at"`
	LastVerifiedByID *uint      `json:"last_verified_by_id"`
	LastVerifiedBy   *User      `json:"last_verified_by,omitempty" gorm:"foreignKey:LastVerifiedByID"`
}

type ControllerMapping struct {
	Controller string `yaml:"Controller,omitempty" json:"controller,omitempty"`
	Command    string `yaml:"Command,omitempty" json:"command,omitempty"` // GET, POST, etc.
}

type CreateArticleRequest struct {
	ArticleTypeID uint                      `json:"article_type_id" binding:"required"`
	SenderTypeID  uint                      `json:"sender_type_id" binding:"required"`
	From          string                    `json:"from"`
	To            string                    `json:"to"`
	CC            string                    `json:"cc"`
	Subject       string                    `json:"subject" binding:"required"`
	Body          string                    `json:"body" binding:"required"`
	ContentType   string                    `json:"content_type"`
	CreateBy      uint                      `json:"-"`
	Attachments   []CreateAttachmentRequest `json:"attachments"`
}

type CreateAttachmentRequest struct {
	Filename    string `json:"filename" binding:"required"`
	ContentSize int    `json:"content_size"`
	ContentType string `json:"content_type"`
	Content     []byte `json:"content" binding:"required"`
}

type CreateTicketRequest struct {
	Title             string                `json:"title" binding:"required"`
	QueueID           uint                  `json:"queue_id"`
	StateID           uint                  `json:"state_id"`
	PriorityID        uint                  `json:"priority_id"`
	CustomerUserID    uint                  `json:"customer_user_id"`
	CustomerID        string                `json:"customer_id"`
	OwnerID           uint                  `json:"owner_id"`
	ResponsibleUserID uint                  `json:"responsible_user_id"`
	TypeID            uint                  `json:"type_id"`
	TenantID          uint                  `json:"tenant_id" binding:"required"`
	CreateBy          uint                  `json:"-"`
	InitialArticle    *CreateArticleRequest `json:"initial_article"`
}

type CustomerAccount struct {
	ID             int       `json:"id" db:"id"`
	Username       string    `json:"username" db:"username"`
	Email          string    `json:"email" db:"email"`
	OrganizationID *string   `json:"organization_id,omitempty" db:"organization_id"`
	PasswordHash   *string   `json:"-" db:"password_hash"`
	FullName       *string   `json:"full_name,omitempty" db:"full_name"`
	PhoneNumber    *string   `json:"phone_number,omitempty" db:"phone_number"`
	MobileNumber   *string   `json:"mobile_number,omitempty" db:"mobile_number"`
	IsActive       bool      `json:"is_active" db:"is_active"`
	CreatedAt      time.Time `json:"created_at" db:"created_at"`
	CreatedBy      int       `json:"created_by" db:"created_by"`
	UpdatedAt      time.Time `json:"updated_at" db:"updated_at"`
	UpdatedBy      int       `json:"updated_by" db:"updated_by"`

	// Joined fields
	Organization *Organization `json:"organization,omitempty"`
}

type DBGroupRole struct {
	RoleID          int       `json:"role_id"`
	GroupID         int       `json:"group_id"`
	PermissionKey   string    `json:"permission_key"`
	PermissionValue int       `json:"permission_value"`
	CreateTime      time.Time `json:"create_time"`
	CreateBy        int       `json:"create_by"`
	ChangeTime      time.Time `json:"change_time"`
	ChangeBy        int       `json:"change_by"`
}

type DBRole struct {
	ID         int       `json:"id"`
	Name       string    `json:"name"`
	Comments   string    `json:"comments"`
	ValidID    int       `json:"valid_id"`
	CreateTime time.Time `json:"create_time"`
	CreateBy   int       `json:"create_by"`
	ChangeTime time.Time `json:"change_time"`
	ChangeBy   int       `json:"change_by"`
}

type DBRoleUser struct {
	UserID     int       `json:"user_id"`
	RoleID     int       `json:"role_id"`
	CreateTime time.Time `json:"create_time"`
	CreateBy   int       `json:"create_by"`
	ChangeTime time.Time `json:"change_time"`
	ChangeBy   int       `json:"change_by"`
}

type DayOfWeek int

type DebuggerConfig struct {
	DebugThreshold string `yaml:"DebugThreshold,omitempty" json:"debug_threshold,omitempty"` // debug, info, notice, error
	TestMode       string `yaml:"TestMode,omitempty" json:"test_mode,omitempty"`             // 0 or 1
}

type EmailAccount struct {
	ID                  int       `json:"id" db:"id"`
	Login               string    `json:"login" db:"login"`
	Host                string    `json:"host" db:"host"`
	AccountType         string    `json:"account_type" db:"account_type"`
	QueueID             int       `json:"queue_id" db:"queue_id"`
	DispatchingMode     string    `json:"dispatching_mode"`
	Trusted             bool      `json:"trusted" db:"trusted"`
	AllowTrustedHeaders bool      `json:"allow_trusted_headers"`
	IMAPFolder          *string   `json:"imap_folder,omitempty" db:"imap_folder"`
	Comments            *string   `json:"comments,omitempty" db:"comments"`
	ValidID             int       `json:"valid_id" db:"valid_id"`
	IsActive            bool      `json:"is_active"`
	PollIntervalSeconds int       `json:"poll_interval_seconds,omitempty"`
	PasswordEncrypted   string    `json:"-" db:"pw"`
	CreatedAt           time.Time `json:"created_at" db:"create_time"`
	CreatedBy           int       `json:"created_by" db:"create_by"`
	UpdatedAt           time.Time `json:"updated_at" db:"change_time"`
	UpdatedBy           int       `json:"updated_by" db:"change_by"`
	Queue               *Queue    `json:"queue,omitempty"`
}

type EmailTemplate struct {
	ID              int       `json:"id" db:"id"`
	TemplateName    string    `json:"template_name" db:"template_name"`
	SubjectTemplate *string   `json:"subject_template,omitempty" db:"subject_template"`
	BodyTemplate    *string   `json:"body_template,omitempty" db:"body_template"`
	TemplateType    *string   `json:"template_type,omitempty" db:"template_type"`
	IsActive        bool      `json:"is_active" db:"is_active"`
	CreatedAt       time.Time `json:"created_at" db:"created_at"`
	CreatedBy       int       `json:"created_by" db:"created_by"`
	UpdatedAt       time.Time `json:"updated_at" db:"updated_at"`
	UpdatedBy       int       `json:"updated_by" db:"updated_by"`
}

type EscalateTicketRequest struct {
	PriorityID uint   `json:"priority_id" binding:"required"`
	Reason     string `json:"reason" binding:"required"`
}

type EscalationAction struct {
	Type   string      `json:"type"` // assign_to_user, assign_to_group, change_priority, notify, etc.
	Config interface{} `json:"config"`
}

type EscalationCondition struct {
	Field    string      `json:"field"`    // e.g., "priority", "customer.tier", "ticket.reopen_count"
	Operator string      `json:"operator"` // e.g., "equals", "greater_than", "contains"
	Value    interface{} `json:"value"`
}

type EscalationHistory struct {
	ID               int               `json:"id"`
	TicketID         int               `json:"ticket_id"`
	PolicyID         int               `json:"policy_id"`
	RuleID           int               `json:"rule_id"`
	FromLevel        EscalationLevel   `json:"from_level"`
	ToLevel          EscalationLevel   `json:"to_level"`
	Trigger          EscalationTrigger `json:"trigger"`
	TriggerDetails   string            `json:"trigger_details"`
	PreviousAssignee *int              `json:"previous_assignee,omitempty"`
	NewAssignee      *int              `json:"new_assignee,omitempty"`
	EscalatedBy      *int              `json:"escalated_by,omitempty"` // User who triggered manual escalation
	EscalatedAt      time.Time         `json:"escalated_at"`
	Notes            string            `json:"notes"`
	AutoEscalated    bool              `json:"auto_escalated"`
}

type EscalationLevel int

type EscalationMatrix struct {
	ID          int                       `json:"id"`
	Name        string                    `json:"name"`
	Description string                    `json:"description"`
	Mappings    []EscalationMatrixMapping `json:"mappings"`
	IsActive    bool                      `json:"is_active"`
	CreatedAt   time.Time                 `json:"created_at"`
	UpdatedAt   time.Time                 `json:"updated_at"`
}

type EscalationMatrixMapping struct {
	FromTeamID      int    `json:"from_team_id"`
	ToTeamID        int    `json:"to_team_id"`
	EscalationLevel int    `json:"escalation_level"`
	Conditions      string `json:"conditions"` // JSON string of conditions
	AutoApprove     bool   `json:"auto_approve"`
}

type EscalationMetrics struct {
	TicketID            int             `json:"ticket_id"`
	TotalEscalations    int             `json:"total_escalations"`
	CurrentLevel        EscalationLevel `json:"current_level"`
	TimeAtLevel1        time.Duration   `json:"time_at_level1"`
	TimeAtLevel2        time.Duration   `json:"time_at_level2"`
	TimeAtLevel3        time.Duration   `json:"time_at_level3"`
	TimeAtLevel4        time.Duration   `json:"time_at_level4"`
	TimeAtLevel5        time.Duration   `json:"time_at_level5"`
	FirstEscalationTime time.Duration   `json:"first_escalation_time"`
	ResolutionAfterEsc  time.Duration   `json:"resolution_after_escalation"`
	EscalationEffective bool            `json:"escalation_effective"` // Was escalation helpful
}

type EscalationNotification struct {
	NotifyCustomer    bool     `json:"notify_customer"`
	NotifyAssignee    bool     `json:"notify_assignee"`
	NotifyManager     bool     `json:"notify_manager"`
	NotifyCustomList  []string `json:"notify_custom_list"` // Email addresses
	CustomerTemplate  int      `json:"customer_template_id"`
	InternalTemplate  int      `json:"internal_template_id"`
	IncludeTicketInfo bool     `json:"include_ticket_info"`
	IncludeHistory    bool     `json:"include_history"`
}

type EscalationPath struct {
	ID          int                   `json:"id"`
	Name        string                `json:"name"`
	Description string                `json:"description"`
	QueueID     int                   `json:"queue_id"`
	Levels      []EscalationPathLevel `json:"levels"`
	IsDefault   bool                  `json:"is_default"`
	CreatedAt   time.Time             `json:"created_at"`
	UpdatedAt   time.Time             `json:"updated_at"`
}

type EscalationPathLevel struct {
	Level            EscalationLevel `json:"level"`
	Name             string          `json:"name"`
	AssignToUserID   *int            `json:"assign_to_user_id,omitempty"`
	AssignToGroupID  *int            `json:"assign_to_group_id,omitempty"`
	AssignmentMethod string          `json:"assignment_method"` // specific_user, group_round_robin, skills_based
	ResponseTime     int             `json:"response_time_minutes"`
	ResolutionTime   int             `json:"resolution_time_minutes"`
	NotifyUsers      []int           `json:"notify_users"`
	NotifyGroups     []int           `json:"notify_groups"`
}

type EscalationPolicy struct {
	ID                int                    `json:"id"`
	Name              string                 `json:"name"`
	Description       string                 `json:"description"`
	Priority          int                    `json:"priority"` // Higher priority policies execute first
	IsActive          bool                   `json:"is_active"`
	ApplyToQueues     []int                  `json:"apply_to_queues"`     // Queue IDs this policy applies to
	ApplyToCategories []string               `json:"apply_to_categories"` // Ticket categories
	Rules             []EscalationRule       `json:"rules"`
	Notifications     EscalationNotification `json:"notifications"`
	CreatedBy         int                    `json:"created_by"`
	CreatedAt         time.Time              `json:"created_at"`
	UpdatedAt         time.Time              `json:"updated_at"`
}

type EscalationRequest struct {
	ID            int             `json:"id"`
	TicketID      int             `json:"ticket_id"`
	RequestedBy   int             `json:"requested_by"`
	RequestedAt   time.Time       `json:"requested_at"`
	TargetLevel   EscalationLevel `json:"target_level"`
	TargetTeamID  *int            `json:"target_team_id,omitempty"`
	TargetUserID  *int            `json:"target_user_id,omitempty"`
	Reason        string          `json:"reason"`
	Priority      string          `json:"priority"`
	Status        string          `json:"status"` // pending, approved, rejected, cancelled
	ApprovedBy    *int            `json:"approved_by,omitempty"`
	ApprovedAt    *time.Time      `json:"approved_at,omitempty"`
	ApprovalNotes string          `json:"approval_notes"`
	ExpiresAt     time.Time       `json:"expires_at"`
}

type EscalationRule struct {
	ID             int                   `json:"id"`
	PolicyID       int                   `json:"policy_id"`
	Level          EscalationLevel       `json:"level"`
	Trigger        EscalationTrigger     `json:"trigger"`
	Conditions     []EscalationCondition `json:"conditions"`
	Actions        []EscalationAction    `json:"actions"`
	TimeThreshold  int                   `json:"time_threshold_minutes"` // For time-based triggers
	BusinessHours  bool                  `json:"business_hours_only"`
	AutoEscalate   bool                  `json:"auto_escalate"`    // Automatically escalate without confirmation
	SkipIfAssigned bool                  `json:"skip_if_assigned"` // Skip if ticket already assigned
	Order          int                   `json:"order"`            // Execution order within policy
}

type EscalationTrigger string

type EventConfig struct {
	Event        string `yaml:"Event,omitempty" json:"event,omitempty"`
	Asynchronous string `yaml:"Asynchronous,omitempty" json:"asynchronous,omitempty"` // 0 or 1
}

type Facet struct {
	Value string `json:"value"`
	Count int64  `json:"count"`
}

type FormTemplate struct {
	ID              uint                   `json:"id" gorm:"primaryKey"`
	Name            string                 `json:"name" gorm:"not null;uniqueIndex"`
	Description     string                 `json:"description"`
	FormSchema      map[string]interface{} `json:"form_schema" gorm:"type:jsonb"`
	ValidationRules map[string]interface{} `json:"validation_rules" gorm:"type:jsonb"`
	IsActive        bool                   `json:"is_active" gorm:"default:true"`
	Version         int                    `json:"version" gorm:"default:1"`
	CreatedAt       time.Time              `json:"created_at"`
	UpdatedAt       time.Time              `json:"updated_at"`
}

type GenericAgentActions struct {
	// contains filtered or unexported fields
}

type GenericAgentJob struct {
	Name      string            `json:"name"`
	Valid     bool              `json:"valid"`
	Config    map[string]string `json:"config"`
	LastRunAt *time.Time        `json:"last_run_at,omitempty"`
}

type GenericAgentMatchCriteria struct {
	// contains filtered or unexported fields
}

type Group struct {
	// OTRS-compatible fields (required for database operations)
	ID         interface{} `json:"id"` // Can be int or string depending on context
	Name       string      `json:"name"`
	Comments   string      `json:"comments,omitempty"`
	ValidID    int         `json:"valid_id,omitempty"`
	CreateTime time.Time   `json:"create_time,omitempty"`
	CreateBy   int         `json:"create_by,omitempty"`
	ChangeTime time.Time   `json:"change_time,omitempty"`
	ChangeBy   int         `json:"change_by,omitempty"`

	// Additional fields for LDAP/extended functionality
	Description string            `json:"description,omitempty"`
	Type        string            `json:"type,omitempty"`    // ldap, local, external
	DN          string            `json:"dn,omitempty"`      // LDAP Distinguished Name
	Members     []string          `json:"members,omitempty"` // User IDs
	Permissions []string          `json:"permissions,omitempty"`
	IsActive    bool              `json:"is_active,omitempty"`
	IsSystem    bool              `json:"is_system,omitempty"`
	Metadata    map[string]string `json:"metadata,omitempty"`
	CreatedAt   time.Time         `json:"created_at,omitempty"`
	UpdatedAt   time.Time         `json:"updated_at,omitempty"`
}

type GroupMembership struct {
	GroupID string    `json:"group_id"`
	UserID  string    `json:"user_id"`
	Role    string    `json:"role,omitempty"` // member, admin, etc.
	AddedBy string    `json:"added_by,omitempty"`
	AddedAt time.Time `json:"added_at"`
}

type Holiday struct {
	ID           int       `json:"id"`
	ConfigID     int       `json:"config_id"`
	Name         string    `json:"name"`
	Date         time.Time `json:"date"`
	IsRecurring  bool      `json:"is_recurring"`            // Repeats every year
	IsFloating   bool      `json:"is_floating"`             // e.g., "Last Monday of May"
	FloatingRule string    `json:"floating_rule,omitempty"` // Rule for floating holidays
}

type Incident struct {
	ID             uint             `json:"id" gorm:"primaryKey"`
	IncidentNumber string           `json:"incident_number" gorm:"uniqueIndex;not null"`
	Title          string           `json:"title" gorm:"not null"`
	Description    string           `json:"description"`
	Status         IncidentStatus   `json:"status" gorm:"not null;default:'new'"`
	Severity       IncidentSeverity `json:"severity" gorm:"not null;default:'medium'"`
	Category       IncidentCategory `json:"category" gorm:"not null;default:'other'"`
	SubCategory    string           `json:"sub_category"`

	// Impact and urgency for priority calculation
	Impact   int `json:"impact" gorm:"default:2"`  // 1-5 scale
	Urgency  int `json:"urgency" gorm:"default:2"` // 1-5 scale
	Priority int `json:"priority"`                 // Calculated from impact and urgency

	// Assignment and ownership
	AssignedToID      *uint  `json:"assigned_to_id"`
	AssignedTo        *User  `json:"assigned_to,omitempty" gorm:"foreignKey:AssignedToID"`
	AssignmentGroupID *uint  `json:"assignment_group_id"`
	AssignmentGroup   *Group `json:"assignment_group,omitempty" gorm:"foreignKey:AssignmentGroupID"`

	// Related entities
	ReportedByID   uint  `json:"reported_by_id" gorm:"not null"`
	ReportedBy     *User `json:"reported_by,omitempty" gorm:"foreignKey:ReportedByID"`
	AffectedUserID *uint `json:"affected_user_id"`
	AffectedUser   *User `json:"affected_user,omitempty" gorm:"foreignKey:AffectedUserID"`

	// Related tickets and problems
	RelatedTicketID *uint    `json:"related_ticket_id"`
	RelatedTicket   *Ticket  `json:"related_ticket,omitempty" gorm:"foreignKey:RelatedTicketID"`
	ProblemID       *uint    `json:"problem_id"`
	Problem         *Problem `json:"problem,omitempty" gorm:"foreignKey:ProblemID"`

	// Configuration items (CMDB)
	ConfigurationItemID *uint              `json:"configuration_item_id"`
	ConfigurationItem   *ConfigurationItem `json:"configuration_item,omitempty" gorm:"foreignKey:ConfigurationItemID"`

	// Service information
	ServiceID     *uint    `json:"service_id"`
	Service       *Service `json:"service,omitempty" gorm:"foreignKey:ServiceID"`
	ServiceImpact string   `json:"service_impact"` // Description of service impact

	// Resolution details
	ResolutionCode     string `json:"resolution_code"`
	ResolutionNotes    string `json:"resolution_notes"`
	RootCause          string `json:"root_cause"`
	WorkaroundProvided bool   `json:"workaround_provided" gorm:"default:false"`
	WorkaroundDetails  string `json:"workaround_details"`

	// Time tracking
	DetectedAt   *time.Time `json:"detected_at"`
	ReportedAt   time.Time  `json:"reported_at" gorm:"not null"`
	AssignedAt   *time.Time `json:"assigned_at"`
	InProgressAt *time.Time `json:"in_progress_at"`
	ResolvedAt   *time.Time `json:"resolved_at"`
	ClosedAt     *time.Time `json:"closed_at"`

	// SLA tracking
	ResponseDue   *time.Time `json:"response_due"`
	ResolutionDue *time.Time `json:"resolution_due"`
	ResponseMet   bool       `json:"response_met" gorm:"default:false"`
	ResolutionMet bool       `json:"resolution_met" gorm:"default:false"`

	// Metrics
	TimeToRespond   *int `json:"time_to_respond"` // Minutes
	TimeToResolve   *int `json:"time_to_resolve"` // Minutes
	ReopenCount     int  `json:"reopen_count" gorm:"default:0"`
	EscalationLevel int  `json:"escalation_level" gorm:"default:0"`

	// Additional fields
	IsKnownError      bool     `json:"is_known_error" gorm:"default:false"`
	IsMajorIncident   bool     `json:"is_major_incident" gorm:"default:false"`
	ExternalTicketRef string   `json:"external_ticket_ref"`
	Tags              []string `json:"tags" gorm:"type:text[]"`

	// Audit fields
	CreatedAt        time.Time `json:"created_at"`
	UpdatedAt        time.Time `json:"updated_at"`
	CreatedByID      uint      `json:"created_by_id"`
	CreatedBy        *User     `json:"created_by,omitempty" gorm:"foreignKey:CreatedByID"`
	LastModifiedByID *uint     `json:"last_modified_by_id"`
	LastModifiedBy   *User     `json:"last_modified_by,omitempty" gorm:"foreignKey:LastModifiedByID"`
}

type IncidentAttachment struct {
	ID           uint      `json:"id" gorm:"primaryKey"`
	IncidentID   uint      `json:"incident_id" gorm:"not null"`
	Incident     *Incident `json:"incident,omitempty" gorm:"foreignKey:IncidentID"`
	FileName     string    `json:"file_name" gorm:"not null"`
	FilePath     string    `json:"file_path" gorm:"not null"`
	FileSize     int64     `json:"file_size"`
	ContentType  string    `json:"content_type"`
	UploadedByID uint      `json:"uploaded_by_id" gorm:"not null"`
	UploadedBy   *User     `json:"uploaded_by,omitempty" gorm:"foreignKey:UploadedByID"`
	CreatedAt    time.Time `json:"created_at"`
}

type IncidentCategory string

type IncidentComment struct {
	ID         uint      `json:"id" gorm:"primaryKey"`
	IncidentID uint      `json:"incident_id" gorm:"not null"`
	Incident   *Incident `json:"incident,omitempty" gorm:"foreignKey:IncidentID"`
	AuthorID   uint      `json:"author_id" gorm:"not null"`
	Author     *User     `json:"author,omitempty" gorm:"foreignKey:AuthorID"`
	Comment    string    `json:"comment" gorm:"not null"`
	IsPublic   bool      `json:"is_public" gorm:"default:true"`
	IsWorkNote bool      `json:"is_work_note" gorm:"default:false"`
	CreatedAt  time.Time `json:"created_at"`
	UpdatedAt  time.Time `json:"updated_at"`
}

type IncidentHistory struct {
	ID           uint      `json:"id" gorm:"primaryKey"`
	IncidentID   uint      `json:"incident_id" gorm:"not null"`
	Incident     *Incident `json:"incident,omitempty" gorm:"foreignKey:IncidentID"`
	FieldName    string    `json:"field_name" gorm:"not null"`
	OldValue     string    `json:"old_value"`
	NewValue     string    `json:"new_value"`
	ChangedByID  uint      `json:"changed_by_id" gorm:"not null"`
	ChangedBy    *User     `json:"changed_by,omitempty" gorm:"foreignKey:ChangedByID"`
	ChangeReason string    `json:"change_reason"`
	CreatedAt    time.Time `json:"created_at"`
}

type IncidentListRequest struct {
	Page            int              `json:"page" form:"page"`
	PerPage         int              `json:"per_page" form:"per_page"`
	Status          IncidentStatus   `json:"status" form:"status"`
	Severity        IncidentSeverity `json:"severity" form:"severity"`
	Category        IncidentCategory `json:"category" form:"category"`
	AssignedToID    uint             `json:"assigned_to_id" form:"assigned_to_id"`
	ReportedByID    uint             `json:"reported_by_id" form:"reported_by_id"`
	Search          string           `json:"search" form:"search"`
	SortBy          string           `json:"sort_by" form:"sort_by"`
	SortOrder       string           `json:"sort_order" form:"sort_order"`
	IsMajorIncident *bool            `json:"is_major_incident" form:"is_major_incident"`
	FromDate        *time.Time       `json:"from_date" form:"from_date"`
	ToDate          *time.Time       `json:"to_date" form:"to_date"`
}

type IncidentListResponse struct {
	Incidents  []*Incident `json:"incidents"`
	Total      int64       `json:"total"`
	Page       int         `json:"page"`
	PerPage    int         `json:"per_page"`
	TotalPages int         `json:"total_pages"`
}

type IncidentRelation struct {
	ID           uint      `json:"id" gorm:"primaryKey"`
	IncidentID   uint      `json:"incident_id" gorm:"not null"`
	Incident     *Incident `json:"incident,omitempty" gorm:"foreignKey:IncidentID"`
	RelatedID    uint      `json:"related_id" gorm:"not null"`
	Related      *Incident `json:"related,omitempty" gorm:"foreignKey:RelatedID"`
	RelationType string    `json:"relation_type"` // parent, child, related, duplicate
	CreatedAt    time.Time `json:"created_at"`
}

type IncidentSeverity string

type IncidentStatus string

type IndexStats struct {
	Name          string    `json:"name"`
	DocumentCount int64     `json:"document_count"`
	StorageSize   int64     `json:"storage_size"`
	LastUpdated   time.Time `json:"last_updated"`
	Status        string    `json:"status"`
}

type InternalNote struct {
	ID          uint       `json:"id"`
	TicketID    uint       `json:"ticket_id" binding:"required"`
	AuthorID    uint       `json:"author_id"`
	AuthorName  string     `json:"author_name"`
	AuthorEmail string     `json:"author_email"`
	Content     string     `json:"content" binding:"required"`
	ContentType string     `json:"content_type"` // text/plain or text/html
	IsInternal  bool       `json:"is_internal"`  // Always true for internal notes
	IsImportant bool       `json:"is_important"` // Flag for important notes
	IsPinned    bool       `json:"is_pinned"`    // Pin to top of note list
	Category    string     `json:"category"`     // Optional categorization
	Tags        []string   `json:"tags"`         // Tags for filtering
	Attachments []string   `json:"attachments"`  // Attachment URLs
	CreatedAt   time.Time  `json:"created_at"`
	UpdatedAt   time.Time  `json:"updated_at"`
	EditedBy    uint       `json:"edited_by,omitempty"`
	EditHistory []NoteEdit `json:"edit_history,omitempty"`

	// Related entities
	MentionedUsers []uint `json:"mentioned_users,omitempty"` // @mentions
	RelatedTickets []uint `json:"related_tickets,omitempty"` // Referenced ticket IDs

	// Visibility control
	VisibleToRoles []string `json:"visible_to_roles,omitempty"` // Role-based visibility
	VisibleToUsers []uint   `json:"visible_to_users,omitempty"` // User-specific visibility
}

type InvokerConfig struct {
	Type            string        `yaml:"Type,omitempty" json:"type,omitempty"`
	Description     string        `yaml:"Description,omitempty" json:"description,omitempty"`
	Events          []EventConfig `yaml:"Events,omitempty" json:"events,omitempty"`
	MappingInbound  MappingConfig `yaml:"MappingInbound,omitempty" json:"mapping_inbound,omitempty"`
	MappingOutbound MappingConfig `yaml:"MappingOutbound,omitempty" json:"mapping_outbound,omitempty"`
}

type KnowledgeArticle struct {
	ID            uint              `json:"id" gorm:"primaryKey"`
	ArticleNumber string            `json:"article_number" gorm:"uniqueIndex;not null"`
	Title         string            `json:"title" gorm:"not null;index"`
	Summary       string            `json:"summary"`
	Content       string            `json:"content" gorm:"type:text"`
	Type          ArticleType       `json:"type" gorm:"not null;default:'reference';index"`
	Status        ArticleStatus     `json:"status" gorm:"not null;default:'draft';index"`
	Visibility    ArticleVisibility `json:"visibility" gorm:"not null;default:'internal';index"`

	// Categorization
	CategoryID    uint               `json:"category_id" gorm:"index"`
	Category      *KnowledgeCategory `json:"category,omitempty" gorm:"foreignKey:CategoryID"`
	SubCategoryID *uint              `json:"sub_category_id"`
	SubCategory   *KnowledgeCategory `json:"sub_category,omitempty" gorm:"foreignKey:SubCategoryID"`
	Tags          []string           `json:"tags" gorm:"type:text[]"`
	Keywords      []string           `json:"keywords" gorm:"type:text[]"`

	// Authorship and ownership
	AuthorID uint  `json:"author_id" gorm:"not null"`
	Author   *User `json:"author,omitempty" gorm:"foreignKey:AuthorID"`
	OwnerID  *uint `json:"owner_id"`
	Owner    *User `json:"owner,omitempty" gorm:"foreignKey:OwnerID"`
	ExpertID *uint `json:"expert_id"`
	Expert   *User `json:"expert,omitempty" gorm:"foreignKey:ExpertID"`

	// Review and approval
	ReviewerID    *uint      `json:"reviewer_id"`
	Reviewer      *User      `json:"reviewer,omitempty" gorm:"foreignKey:ReviewerID"`
	ReviewedAt    *time.Time `json:"reviewed_at"`
	ReviewNotes   string     `json:"review_notes"`
	ApproverID    *uint      `json:"approver_id"`
	Approver      *User      `json:"approver,omitempty" gorm:"foreignKey:ApproverID"`
	ApprovedAt    *time.Time `json:"approved_at"`
	ApprovalNotes string     `json:"approval_notes"`

	// Publishing
	PublishedAt   *time.Time `json:"published_at"`
	PublishedByID *uint      `json:"published_by_id"`
	PublishedBy   *User      `json:"published_by,omitempty" gorm:"foreignKey:PublishedByID"`
	ExpiryDate    *time.Time `json:"expiry_date"`
	ReviewDate    *time.Time `json:"review_date"`

	// Versioning
	Version         int               `json:"version" gorm:"default:1"`
	IsCurrent       bool              `json:"is_current" gorm:"default:true"`
	ParentArticleID *uint             `json:"parent_article_id"`
	ParentArticle   *KnowledgeArticle `json:"parent_article,omitempty" gorm:"foreignKey:ParentArticleID"`

	// Related entities
	RelatedIncidents []Incident          `json:"related_incidents,omitempty" gorm:"many2many:article_incidents;"`
	RelatedProblems  []Problem           `json:"related_problems,omitempty" gorm:"many2many:article_problems;"`
	RelatedChanges   []Change            `json:"related_changes,omitempty" gorm:"many2many:article_changes;"`
	RelatedCIs       []ConfigurationItem `json:"related_cis,omitempty" gorm:"many2many:article_cis;"`
	RelatedArticles  []KnowledgeArticle  `json:"related_articles,omitempty" gorm:"many2many:article_relationships;"`

	// Metrics and feedback
	ViewCount       int     `json:"view_count" gorm:"default:0"`
	UseCount        int     `json:"use_count" gorm:"default:0"`
	HelpfulCount    int     `json:"helpful_count" gorm:"default:0"`
	NotHelpfulCount int     `json:"not_helpful_count" gorm:"default:0"`
	Rating          float64 `json:"rating" gorm:"default:0"`
	RatingCount     int     `json:"rating_count" gorm:"default:0"`

	// Search and SEO
	MetaDescription string `json:"meta_description"`
	MetaKeywords    string `json:"meta_keywords"`
	Slug            string `json:"slug" gorm:"uniqueIndex"`
	SearchRank      int    `json:"search_rank" gorm:"default:0"`

	// Attachments and media
	HasAttachments  bool `json:"has_attachments" gorm:"default:false"`
	HasImages       bool `json:"has_images" gorm:"default:false"`
	HasVideos       bool `json:"has_videos" gorm:"default:false"`
	AttachmentCount int  `json:"attachment_count" gorm:"default:0"`

	// Access control
	RestrictedGroups []Group `json:"restricted_groups,omitempty" gorm:"many2many:article_group_access;"`
	RequiresAuth     bool    `json:"requires_auth" gorm:"default:false"`

	// Additional metadata
	Language       string `json:"language" gorm:"default:'en'"`
	ReadingTime    int    `json:"reading_time"` // Minutes
	Complexity     string `json:"complexity"`   // beginner, intermediate, advanced
	TargetAudience string `json:"target_audience"`
	Prerequisites  string `json:"prerequisites"`

	// Audit fields
	CreatedAt        time.Time  `json:"created_at"`
	UpdatedAt        time.Time  `json:"updated_at"`
	LastViewedAt     *time.Time `json:"last_viewed_at"`
	LastModifiedByID *uint      `json:"last_modified_by_id"`
	LastModifiedBy   *User      `json:"last_modified_by,omitempty" gorm:"foreignKey:LastModifiedByID"`
}

type KnowledgeArticleAttachment struct {
	ID            uint              `json:"id" gorm:"primaryKey"`
	ArticleID     uint              `json:"article_id" gorm:"not null"`
	Article       *KnowledgeArticle `json:"article,omitempty" gorm:"foreignKey:ArticleID"`
	FileName      string            `json:"file_name" gorm:"not null"`
	FilePath      string            `json:"file_path" gorm:"not null"`
	FileSize      int64             `json:"file_size"`
	ContentType   string            `json:"content_type"`
	Description   string            `json:"description"`
	IsInline      bool              `json:"is_inline" gorm:"default:false"`
	DownloadCount int               `json:"download_count" gorm:"default:0"`
	UploadedByID  uint              `json:"uploaded_by_id" gorm:"not null"`
	UploadedBy    *User             `json:"uploaded_by,omitempty" gorm:"foreignKey:UploadedByID"`
	CreatedAt     time.Time         `json:"created_at"`
}

type KnowledgeCategory struct {
	ID           uint                `json:"id" gorm:"primaryKey"`
	Name         string              `json:"name" gorm:"not null;uniqueIndex"`
	DisplayName  string              `json:"display_name"`
	Description  string              `json:"description"`
	Icon         string              `json:"icon"`
	Color        string              `json:"color"`
	ParentID     *uint               `json:"parent_id"`
	Parent       *KnowledgeCategory  `json:"parent,omitempty" gorm:"foreignKey:ParentID"`
	Children     []KnowledgeCategory `json:"children,omitempty" gorm:"foreignKey:ParentID"`
	Order        int                 `json:"order" gorm:"default:0"`
	IsActive     bool                `json:"is_active" gorm:"default:true"`
	ArticleCount int                 `json:"article_count" gorm:"default:0"`
	CreatedAt    time.Time           `json:"created_at"`
	UpdatedAt    time.Time           `json:"updated_at"`
}

type KnowledgeSearchRequest struct {
	Query      string            `json:"query" form:"query"`
	Type       ArticleType       `json:"type" form:"type"`
	Status     ArticleStatus     `json:"status" form:"status"`
	CategoryID uint              `json:"category_id" form:"category_id"`
	AuthorID   uint              `json:"author_id" form:"author_id"`
	Tags       []string          `json:"tags" form:"tags"`
	Visibility ArticleVisibility `json:"visibility" form:"visibility"`
	Language   string            `json:"language" form:"language"`
	Page       int               `json:"page" form:"page"`
	PerPage    int               `json:"per_page" form:"per_page"`
	SortBy     string            `json:"sort_by" form:"sort_by"`
	SortOrder  string            `json:"sort_order" form:"sort_order"`
}

type KnowledgeSearchResponse struct {
	Articles   []*KnowledgeArticle `json:"articles"`
	Total      int64               `json:"total"`
	Page       int                 `json:"page"`
	PerPage    int                 `json:"per_page"`
	TotalPages int                 `json:"total_pages"`
	SearchTime float64             `json:"search_time"` // Milliseconds
}

type LDAPAuthenticationLog struct {
	ID           int       `json:"id" db:"id"`
	ConfigID     int       `json:"config_id" db:"config_id"`
	Username     string    `json:"username" db:"username"`
	UserID       *int      `json:"user_id" db:"user_id"`
	Success      bool      `json:"success" db:"success"`
	ErrorMessage string    `json:"error_message" db:"error_message"`
	IPAddress    string    `json:"ip_address" db:"ip_address"`
	UserAgent    string    `json:"user_agent" db:"user_agent"`
	AuthTime     time.Time `json:"auth_time" db:"auth_time"`
	CreatedAt    time.Time `json:"created_at" db:"created_at"`
}

type LDAPConfiguration struct {
	ID                   int        `json:"id" db:"id"`
	Name                 string     `json:"name" db:"name"`
	Host                 string     `json:"host" db:"host"`
	Port                 int        `json:"port" db:"port"`
	BaseDN               string     `json:"base_dn" db:"base_dn"`
	BindDN               string     `json:"bind_dn" db:"bind_dn"`
	BindPassword         string     `json:"bind_password" db:"bind_password"`
	UserFilter           string     `json:"user_filter" db:"user_filter"`
	UserSearchBase       string     `json:"user_search_base" db:"user_search_base"`
	GroupFilter          string     `json:"group_filter" db:"group_filter"`
	GroupSearchBase      string     `json:"group_search_base" db:"group_search_base"`
	UseTLS               bool       `json:"use_tls" db:"use_tls"`
	StartTLS             bool       `json:"start_tls" db:"start_tls"`
	InsecureSkipVerify   bool       `json:"insecure_skip_verify" db:"insecure_skip_verify"`
	AttributeMapping     string     `json:"attribute_mapping" db:"attribute_mapping"` // JSON
	GroupMemberAttribute string     `json:"group_member_attribute" db:"group_member_attribute"`
	AutoCreateUsers      bool       `json:"auto_create_users" db:"auto_create_users"`
	AutoUpdateUsers      bool       `json:"auto_update_users" db:"auto_update_users"`
	AutoCreateGroups     bool       `json:"auto_create_groups" db:"auto_create_groups"`
	SyncIntervalMinutes  int        `json:"sync_interval_minutes" db:"sync_interval_minutes"`
	DefaultRoleID        int        `json:"default_role_id" db:"default_role_id"`
	AdminGroups          string     `json:"admin_groups" db:"admin_groups"` // JSON array
	UserGroups           string     `json:"user_groups" db:"user_groups"`   // JSON array
	IsActive             bool       `json:"is_active" db:"is_active"`
	TestMode             bool       `json:"test_mode" db:"test_mode"`
	LastSyncAt           *time.Time `json:"last_sync_at" db:"last_sync_at"`
	SyncStatus           string     `json:"sync_status" db:"sync_status"`
	SyncMessage          string     `json:"sync_message" db:"sync_message"`
	CreatedAt            time.Time  `json:"created_at" db:"created_at"`
	UpdatedAt            time.Time  `json:"updated_at" db:"updated_at"`
	CreatedBy            int        `json:"created_by" db:"created_by"`
	UpdatedBy            int        `json:"updated_by" db:"updated_by"`
}

type LDAPConnectionTest struct {
	Success      bool      `json:"success"`
	ErrorMessage string    `json:"error_message,omitempty"`
	ResponseTime int64     `json:"response_time"` // Milliseconds
	ServerInfo   string    `json:"server_info,omitempty"`
	UserCount    int       `json:"user_count,omitempty"`
	GroupCount   int       `json:"group_count,omitempty"`
	TestedAt     time.Time `json:"tested_at"`
}

type LDAPGroupMapping struct {
	ID             int       `json:"id" db:"id"`
	GroupID        int       `json:"group_id" db:"group_id"`
	ConfigID       int       `json:"config_id" db:"config_id"`
	LDAPGroupDN    string    `json:"ldap_group_dn" db:"ldap_group_dn"`
	LDAPGroupName  string    `json:"ldap_group_name" db:"ldap_group_name"`
	LDAPObjectGUID string    `json:"ldap_object_guid" db:"ldap_object_guid"`
	LDAPObjectSID  string    `json:"ldap_object_sid" db:"ldap_object_sid"`
	RoleMapping    string    `json:"role_mapping" db:"role_mapping"` // JSON
	LastSyncAt     time.Time `json:"last_sync_at" db:"last_sync_at"`
	IsActive       bool      `json:"is_active" db:"is_active"`
	CreatedAt      time.Time `json:"created_at" db:"created_at"`
	UpdatedAt      time.Time `json:"updated_at" db:"updated_at"`
}

type LDAPSyncHistory struct {
	ID            int        `json:"id" db:"id"`
	ConfigID      int        `json:"config_id" db:"config_id"`
	StartTime     time.Time  `json:"start_time" db:"start_time"`
	EndTime       *time.Time `json:"end_time" db:"end_time"`
	Status        string     `json:"status" db:"status"` // running, completed, failed
	UsersFound    int        `json:"users_found" db:"users_found"`
	UsersCreated  int        `json:"users_created" db:"users_created"`
	UsersUpdated  int        `json:"users_updated" db:"users_updated"`
	UsersDisabled int        `json:"users_disabled" db:"users_disabled"`
	GroupsFound   int        `json:"groups_found" db:"groups_found"`
	GroupsCreated int        `json:"groups_created" db:"groups_created"`
	GroupsUpdated int        `json:"groups_updated" db:"groups_updated"`
	ErrorCount    int        `json:"error_count" db:"error_count"`
	ErrorLog      string     `json:"error_log" db:"error_log"`       // JSON array of errors
	Duration      int64      `json:"duration" db:"duration"`         // Milliseconds
	TriggeredBy   string     `json:"triggered_by" db:"triggered_by"` // manual, scheduled, api
	CreatedAt     time.Time  `json:"created_at" db:"created_at"`
}

type LDAPSyncStatistics struct {
	ConfigID           int        `json:"config_id"`
	TotalSyncs         int        `json:"total_syncs"`
	SuccessfulSyncs    int        `json:"successful_syncs"`
	FailedSyncs        int        `json:"failed_syncs"`
	LastSyncAt         *time.Time `json:"last_sync_at"`
	LastSuccessfulSync *time.Time `json:"last_successful_sync"`
	AverageDuration    int64      `json:"average_duration"` // Milliseconds
	TotalUsersCreated  int        `json:"total_users_created"`
	TotalUsersUpdated  int        `json:"total_users_updated"`
	TotalGroupsCreated int        `json:"total_groups_created"`
	TotalGroupsUpdated int        `json:"total_groups_updated"`
	ErrorRate          float64    `json:"error_rate"`
}

type LDAPUserMapping struct {
	ID             int       `json:"id" db:"id"`
	UserID         int       `json:"user_id" db:"user_id"`
	ConfigID       int       `json:"config_id" db:"config_id"`
	LDAPUserDN     string    `json:"ldap_user_dn" db:"ldap_user_dn"`
	LDAPUsername   string    `json:"ldap_username" db:"ldap_username"`
	LDAPObjectGUID string    `json:"ldap_object_guid" db:"ldap_object_guid"`
	LDAPObjectSID  string    `json:"ldap_object_sid" db:"ldap_object_sid"`
	LDAPAttributes string    `json:"ldap_attributes" db:"ldap_attributes"` // JSON
	LastSyncAt     time.Time `json:"last_sync_at" db:"last_sync_at"`
	IsActive       bool      `json:"is_active" db:"is_active"`
	CreatedAt      time.Time `json:"created_at" db:"created_at"`
	UpdatedAt      time.Time `json:"updated_at" db:"updated_at"`
}

type LoginRequest struct {
	Email    string `json:"email" binding:"required,email"`
	Password string `json:"password" binding:"required,min=6"`
}

type LoginResponse struct {
	Token        string    `json:"token"`
	RefreshToken string    `json:"refresh_token"`
	User         *User     `json:"user"`
	ExpiresAt    time.Time `json:"expires_at"`
}

type LookupItem struct {
	ID     int    `json:"id"`
	Value  string `json:"value"`
	Label  string `json:"label"`
	Order  int    `json:"order"`
	Active bool   `json:"active"`
}

type MappingConfig struct {
	Type   string                 `yaml:"Type,omitempty" json:"type,omitempty"` // Simple, XSLT, etc.
	Config map[string]interface{} `yaml:"Config,omitempty" json:"config,omitempty"`
}

type MergeHistory struct {
	ID             uint      `json:"id"`
	TicketID       uint      `json:"ticket_id"`
	Operation      string    `json:"operation"` // "merge", "unmerge", "split"
	RelatedTickets []uint    `json:"related_tickets"`
	PerformedBy    uint      `json:"performed_by"`
	PerformedAt    time.Time `json:"performed_at"`
	Details        string    `json:"details"`
}

type MergeMonthStat struct {
	Month    string `json:"month"`
	Year     int    `json:"year"`
	Merges   int    `json:"merges"`
	Unmerges int    `json:"unmerges"`
}

type MergeReasonStat struct {
	Reason string `json:"reason"`
	Count  int    `json:"count"`
}

type MergeRequest struct {
	ParentTicketID   uint   `json:"parent_ticket_id" binding:"required"`
	ChildTicketIDs   []uint `json:"child_ticket_ids" binding:"required,min=1"`
	Reason           string `json:"reason" binding:"required"`
	Notes            string `json:"notes,omitempty"`
	MergeMessages    bool   `json:"merge_messages"`
	MergeAttachments bool   `json:"merge_attachments"`
	CloseChildren    bool   `json:"close_children"`
}

type MergeStatistics struct {
	TotalMerges       int               `json:"total_merges"`
	ActiveMerges      int               `json:"active_merges"`
	UnmergedCount     int               `json:"unmerged_count"`
	AverageChildCount float64           `json:"average_child_count"`
	TopMergeReasons   []MergeReasonStat `json:"top_merge_reasons"`
	MergesByMonth     []MergeMonthStat  `json:"merges_by_month"`
}

type MergeTicketsRequest struct {
	TargetTicketID uint `json:"target_ticket_id" binding:"required"`
	SourceTicketID uint `json:"source_ticket_id" binding:"required"`
}

type MergeValidation struct {
	CanMerge    bool     `json:"can_merge"`
	Warnings    []string `json:"warnings,omitempty"`
	Errors      []string `json:"errors,omitempty"`
	Suggestions []string `json:"suggestions,omitempty"`
}

type NoteActivity struct {
	ID           uint      `json:"id"`
	NoteID       uint      `json:"note_id"`
	TicketID     uint      `json:"ticket_id"`
	UserID       uint      `json:"user_id"`
	UserName     string    `json:"user_name"`
	ActivityType string    `json:"activity_type"` // created, edited, deleted, pinned, unpinned
	Details      string    `json:"details"`
	Timestamp    time.Time `json:"timestamp"`
}

type NoteCategory struct {
	ID          uint   `json:"id"`
	Name        string `json:"name"`
	Description string `json:"description"`
	Color       string `json:"color"` // For UI display
	Icon        string `json:"icon"`  // Icon identifier
	Order       int    `json:"order"`
	Active      bool   `json:"active"`
}

type NoteEdit struct {
	ID         uint      `json:"id"`
	NoteID     uint      `json:"note_id"`
	EditorID   uint      `json:"editor_id"`
	EditorName string    `json:"editor_name"`
	OldContent string    `json:"old_content"`
	NewContent string    `json:"new_content"`
	EditedAt   time.Time `json:"edited_at"`
	EditReason string    `json:"edit_reason,omitempty"`
}

type NoteExport struct {
	TicketNumber string         `json:"ticket_number"`
	TicketTitle  string         `json:"ticket_title"`
	Notes        []InternalNote `json:"notes"`
	ExportedAt   time.Time      `json:"exported_at"`
	ExportedBy   string         `json:"exported_by"`
	Format       string         `json:"format"` // json, csv, pdf
}

type NoteFilter struct {
	TicketID      uint       `json:"ticket_id,omitempty"`
	AuthorID      uint       `json:"author_id,omitempty"`
	Category      string     `json:"category,omitempty"`
	Tags          []string   `json:"tags,omitempty"`
	IsImportant   *bool      `json:"is_important,omitempty"`
	IsPinned      *bool      `json:"is_pinned,omitempty"`
	DateFrom      *time.Time `json:"date_from,omitempty"`
	DateTo        *time.Time `json:"date_to,omitempty"`
	SearchQuery   string     `json:"search_query,omitempty"`
	IncludeEdited bool       `json:"include_edited,omitempty"`
	Limit         int        `json:"limit,omitempty"`
	Offset        int        `json:"offset,omitempty"`
	SortBy        string     `json:"sort_by,omitempty"`    // created_at, updated_at
	SortOrder     string     `json:"sort_order,omitempty"` // asc, desc
}

type NoteMention struct {
	ID          uint       `json:"id"`
	NoteID      uint       `json:"note_id"`
	MentionedID uint       `json:"mentioned_id"`
	MentionedBy uint       `json:"mentioned_by"`
	MentionType string     `json:"mention_type"` // @user, @team, @role
	IsRead      bool       `json:"is_read"`
	ReadAt      *time.Time `json:"read_at,omitempty"`
	NotifiedAt  *time.Time `json:"notified_at,omitempty"`
}

type NoteStatistics struct {
	TotalNotes      int            `json:"total_notes"`
	ImportantNotes  int            `json:"important_notes"`
	PinnedNotes     int            `json:"pinned_notes"`
	NotesByAuthor   map[string]int `json:"notes_by_author"`
	NotesByCategory map[string]int `json:"notes_by_category"`
	AverageLength   int            `json:"average_length"`
	LastNoteDate    *time.Time     `json:"last_note_date,omitempty"`
}

type NoteTemplate struct {
	ID          uint      `json:"id"`
	Name        string    `json:"name" binding:"required"`
	Content     string    `json:"content" binding:"required"`
	Category    string    `json:"category"`
	Tags        []string  `json:"tags"`
	IsImportant bool      `json:"is_important"`
	Variables   []string  `json:"variables"` // Template variables like {{reason}}
	CreatedBy   uint      `json:"created_by"`
	CreatedAt   time.Time `json:"created_at"`
	UsageCount  int       `json:"usage_count"`
}

type OperationConfig struct {
	Type            string        `yaml:"Type,omitempty" json:"type,omitempty"`
	Description     string        `yaml:"Description,omitempty" json:"description,omitempty"`
	MappingInbound  MappingConfig `yaml:"MappingInbound,omitempty" json:"mapping_inbound,omitempty"`
	MappingOutbound MappingConfig `yaml:"MappingOutbound,omitempty" json:"mapping_outbound,omitempty"`
}

type Organization struct {
	ID            string    `json:"id" db:"id"`
	Name          string    `json:"name" db:"name"`
	AddressLine1  *string   `json:"address_line1,omitempty" db:"address_line1"`
	AddressLine2  *string   `json:"address_line2,omitempty" db:"address_line2"`
	City          *string   `json:"city,omitempty" db:"city"`
	StateProvince *string   `json:"state_province,omitempty" db:"state_province"`
	PostalCode    *string   `json:"postal_code,omitempty" db:"postal_code"`
	Country       *string   `json:"country,omitempty" db:"country"`
	Website       *string   `json:"website,omitempty" db:"website"`
	Notes         *string   `json:"notes,omitempty" db:"notes"`
	IsActive      bool      `json:"is_active" db:"is_active"`
	CreatedAt     time.Time `json:"created_at" db:"created_at"`
	CreatedBy     int       `json:"created_by" db:"created_by"`
	UpdatedAt     time.Time `json:"updated_at" db:"updated_at"`
	UpdatedBy     int       `json:"updated_by" db:"updated_by"`
}

type PendingReminder struct {
	TicketID          int       `json:"ticket_id"`
	TicketNumber      string    `json:"ticket_number"`
	Title             string    `json:"title"`
	QueueID           int       `json:"queue_id"`
	QueueName         string    `json:"queue_name"`
	PendingUntil      time.Time `json:"pending_until"`
	ResponsibleUserID *int      `json:"responsible_user_id,omitempty"`
	OwnerUserID       *int      `json:"owner_user_id,omitempty"`
	StateName         string    `json:"state_name"`
}

type Permission struct {
	ID          string `json:"id"`
	Name        string `json:"name"`
	Description string `json:"description"`
	Category    string `json:"category"`
	IsSystem    bool   `json:"is_system"`
}

type Problem struct {
	ID            uint            `json:"id" gorm:"primaryKey"`
	ProblemNumber string          `json:"problem_number" gorm:"uniqueIndex;not null"`
	Title         string          `json:"title" gorm:"not null"`
	Description   string          `json:"description"`
	Status        ProblemStatus   `json:"status" gorm:"not null;default:'new'"`
	Priority      ProblemPriority `json:"priority" gorm:"not null;default:'medium'"`
	Category      string          `json:"category"`
	SubCategory   string          `json:"sub_category"`

	// Impact and urgency
	Impact  int `json:"impact" gorm:"default:2"`  // 1-5 scale
	Urgency int `json:"urgency" gorm:"default:2"` // 1-5 scale

	// Assignment and ownership
	AssignedToID      *uint  `json:"assigned_to_id"`
	AssignedTo        *User  `json:"assigned_to,omitempty" gorm:"foreignKey:AssignedToID"`
	AssignmentGroupID *uint  `json:"assignment_group_id"`
	AssignmentGroup   *Group `json:"assignment_group,omitempty" gorm:"foreignKey:AssignmentGroupID"`

	// Related entities
	ReportedByID uint  `json:"reported_by_id" gorm:"not null"`
	ReportedBy   *User `json:"reported_by,omitempty" gorm:"foreignKey:ReportedByID"`

	// Related incidents
	Incidents     []Incident `json:"incidents,omitempty" gorm:"foreignKey:ProblemID"`
	IncidentCount int        `json:"incident_count" gorm:"default:0"`

	// Configuration items (CMDB)
	ConfigurationItemID *uint              `json:"configuration_item_id"`
	ConfigurationItem   *ConfigurationItem `json:"configuration_item,omitempty" gorm:"foreignKey:ConfigurationItemID"`

	// Service information
	ServiceID     *uint    `json:"service_id"`
	Service       *Service `json:"service,omitempty" gorm:"foreignKey:ServiceID"`
	ServiceImpact string   `json:"service_impact"`

	// Root cause analysis
	RootCause         string `json:"root_cause"`
	RootCauseAnalysis string `json:"root_cause_analysis"`
	IsRootCauseFound  bool   `json:"is_root_cause_found" gorm:"default:false"`

	// Known error database
	IsKnownError        bool   `json:"is_known_error" gorm:"default:false"`
	KnownErrorID        string `json:"known_error_id"`
	KnownErrorArticleID *uint  `json:"known_error_article_id"`
	Workaround          string `json:"workaround"`
	WorkaroundProvided  bool   `json:"workaround_provided" gorm:"default:false"`

	// Resolution details
	ResolutionCode     string `json:"resolution_code"`
	ResolutionNotes    string `json:"resolution_notes"`
	PermanentFix       string `json:"permanent_fix"`
	PreventiveMeasures string `json:"preventive_measures"`

	// Time tracking
	DetectedAt   *time.Time `json:"detected_at"`
	ReportedAt   time.Time  `json:"reported_at" gorm:"not null"`
	AssignedAt   *time.Time `json:"assigned_at"`
	InProgressAt *time.Time `json:"in_progress_at"`
	KnownErrorAt *time.Time `json:"known_error_at"`
	ResolvedAt   *time.Time `json:"resolved_at"`
	ClosedAt     *time.Time `json:"closed_at"`

	// SLA tracking
	ResponseDue   *time.Time `json:"response_due"`
	ResolutionDue *time.Time `json:"resolution_due"`
	ResponseMet   bool       `json:"response_met" gorm:"default:false"`
	ResolutionMet bool       `json:"resolution_met" gorm:"default:false"`

	// Metrics
	TimeToIdentify   *int `json:"time_to_identify"`    // Minutes
	TimeToKnownError *int `json:"time_to_known_error"` // Minutes
	TimeToResolve    *int `json:"time_to_resolve"`     // Minutes
	ReopenCount      int  `json:"reopen_count" gorm:"default:0"`

	// Review and approval
	RequiresReview bool       `json:"requires_review" gorm:"default:false"`
	ReviewedByID   *uint      `json:"reviewed_by_id"`
	ReviewedBy     *User      `json:"reviewed_by,omitempty" gorm:"foreignKey:ReviewedByID"`
	ReviewedAt     *time.Time `json:"reviewed_at"`
	ReviewNotes    string     `json:"review_notes"`

	// Additional fields
	Tags              []string `json:"tags" gorm:"type:text[]"`
	ExternalReference string   `json:"external_reference"`
	EstimatedEffort   int      `json:"estimated_effort"` // Hours
	ActualEffort      int      `json:"actual_effort"`    // Hours

	// Audit fields
	CreatedAt        time.Time `json:"created_at"`
	UpdatedAt        time.Time `json:"updated_at"`
	CreatedByID      uint      `json:"created_by_id"`
	CreatedBy        *User     `json:"created_by,omitempty" gorm:"foreignKey:CreatedByID"`
	LastModifiedByID *uint     `json:"last_modified_by_id"`
	LastModifiedBy   *User     `json:"last_modified_by,omitempty" gorm:"foreignKey:LastModifiedByID"`
}

type ProblemAttachment struct {
	ID           uint      `json:"id" gorm:"primaryKey"`
	ProblemID    uint      `json:"problem_id" gorm:"not null"`
	Problem      *Problem  `json:"problem,omitempty" gorm:"foreignKey:ProblemID"`
	FileName     string    `json:"file_name" gorm:"not null"`
	FilePath     string    `json:"file_path" gorm:"not null"`
	FileSize     int64     `json:"file_size"`
	ContentType  string    `json:"content_type"`
	UploadedByID uint      `json:"uploaded_by_id" gorm:"not null"`
	UploadedBy   *User     `json:"uploaded_by,omitempty" gorm:"foreignKey:UploadedByID"`
	CreatedAt    time.Time `json:"created_at"`
}

type ProblemComment struct {
	ID         uint      `json:"id" gorm:"primaryKey"`
	ProblemID  uint      `json:"problem_id" gorm:"not null"`
	Problem    *Problem  `json:"problem,omitempty" gorm:"foreignKey:ProblemID"`
	AuthorID   uint      `json:"author_id" gorm:"not null"`
	Author     *User     `json:"author,omitempty" gorm:"foreignKey:AuthorID"`
	Comment    string    `json:"comment" gorm:"not null"`
	IsPublic   bool      `json:"is_public" gorm:"default:true"`
	IsWorkNote bool      `json:"is_work_note" gorm:"default:false"`
	CreatedAt  time.Time `json:"created_at"`
	UpdatedAt  time.Time `json:"updated_at"`
}

type ProblemHistory struct {
	ID           uint      `json:"id" gorm:"primaryKey"`
	ProblemID    uint      `json:"problem_id" gorm:"not null"`
	Problem      *Problem  `json:"problem,omitempty" gorm:"foreignKey:ProblemID"`
	FieldName    string    `json:"field_name" gorm:"not null"`
	OldValue     string    `json:"old_value"`
	NewValue     string    `json:"new_value"`
	ChangedByID  uint      `json:"changed_by_id" gorm:"not null"`
	ChangedBy    *User     `json:"changed_by,omitempty" gorm:"foreignKey:ChangedByID"`
	ChangeReason string    `json:"change_reason"`
	CreatedAt    time.Time `json:"created_at"`
}

type ProblemListRequest struct {
	Page         int             `json:"page" form:"page"`
	PerPage      int             `json:"per_page" form:"per_page"`
	Status       ProblemStatus   `json:"status" form:"status"`
	Priority     ProblemPriority `json:"priority" form:"priority"`
	Category     string          `json:"category" form:"category"`
	AssignedToID uint            `json:"assigned_to_id" form:"assigned_to_id"`
	ReportedByID uint            `json:"reported_by_id" form:"reported_by_id"`
	IsKnownError *bool           `json:"is_known_error" form:"is_known_error"`
	Search       string          `json:"search" form:"search"`
	SortBy       string          `json:"sort_by" form:"sort_by"`
	SortOrder    string          `json:"sort_order" form:"sort_order"`
	FromDate     *time.Time      `json:"from_date" form:"from_date"`
	ToDate       *time.Time      `json:"to_date" form:"to_date"`
}

type ProblemListResponse struct {
	Problems   []*Problem `json:"problems"`
	Total      int64      `json:"total"`
	Page       int        `json:"page"`
	PerPage    int        `json:"per_page"`
	TotalPages int        `json:"total_pages"`
}

type ProblemPriority string

type ProblemStatus string

type ProviderConfig struct {
	Operation map[string]OperationConfig `yaml:"Operation,omitempty" json:"operation,omitempty"`
	Transport TransportConfig            `yaml:"Transport,omitempty" json:"transport,omitempty"`
}

type ProxyConfig struct {
	UseProxy      string `yaml:"UseProxy,omitempty" json:"use_proxy,omitempty"` // 0 or 1
	ProxyHost     string `yaml:"ProxyHost,omitempty" json:"proxy_host,omitempty"`
	ProxyPort     string `yaml:"ProxyPort,omitempty" json:"proxy_port,omitempty"`
	ProxyUser     string `yaml:"ProxyUser,omitempty" json:"proxy_user,omitempty"`
	ProxyPassword string `yaml:"ProxyPassword,omitempty" json:"proxy_password,omitempty"`
}

type QueryStats struct {
	Query      string  `json:"query"`
	Count      int     `json:"count"`
	AvgResults float64 `json:"avg_results"`
	ClickRate  float64 `json:"click_rate"`
}

type Queue struct {
	ID              uint      `json:"id" db:"id"`
	Name            string    `json:"name" db:"name"`
	SystemAddressID int       `json:"system_address_id,omitempty" db:"system_address_id"`
	SalutationID    int       `json:"salutation_id,omitempty" db:"salutation_id"`
	SignatureID     int       `json:"signature_id,omitempty" db:"signature_id"`
	GroupID         uint      `json:"group_id" db:"group_id"`
	GroupName       string    `json:"group_name,omitempty" db:"group_name"`
	Comment         string    `json:"comment,omitempty" db:"comments"`
	UnlockTimeout   int       `json:"unlock_timeout" db:"unlock_timeout"`
	FollowUpID      int       `json:"follow_up_id" db:"follow_up_id"`
	FollowUpLock    int       `json:"follow_up_lock" db:"follow_up_lock"`
	ValidID         int       `json:"valid_id" db:"valid_id"`
	CreateTime      time.Time `json:"create_time" db:"create_time"`
	CreateBy        uint      `json:"create_by" db:"create_by"`
	ChangeTime      time.Time `json:"change_time" db:"change_time"`
	ChangeBy        uint      `json:"change_by" db:"change_by"`
}

type QueueInfo struct {
	ID          int    `json:"id"`
	Name        string `json:"name"`
	Description string `json:"description"`
	Active      bool   `json:"active"`
}

type RefreshTokenRequest struct {
	RefreshToken string `json:"refresh_token" binding:"required"`
}

type RequestApproval struct {
	ID         uint            `json:"id" gorm:"primaryKey"`
	RequestID  uint            `json:"request_id" gorm:"not null"`
	Request    *ServiceRequest `json:"request,omitempty" gorm:"foreignKey:RequestID"`
	ApproverID uint            `json:"approver_id" gorm:"not null"`
	Approver   *User           `json:"approver,omitempty" gorm:"foreignKey:ApproverID"`
	Level      int             `json:"level" gorm:"default:1"`
	Status     string          `json:"status"` // pending, approved, rejected
	Comments   string          `json:"comments"`
	ApprovedAt *time.Time      `json:"approved_at"`
	CreatedAt  time.Time       `json:"created_at"`
	UpdatedAt  time.Time       `json:"updated_at"`
}

type RequestAttachment struct {
	ID           uint            `json:"id" gorm:"primaryKey"`
	RequestID    uint            `json:"request_id" gorm:"not null"`
	Request      *ServiceRequest `json:"request,omitempty" gorm:"foreignKey:RequestID"`
	FileName     string          `json:"file_name" gorm:"not null"`
	FilePath     string          `json:"file_path" gorm:"not null"`
	FileSize     int64           `json:"file_size"`
	ContentType  string          `json:"content_type"`
	UploadedByID uint            `json:"uploaded_by_id" gorm:"not null"`
	UploadedBy   *User           `json:"uploaded_by,omitempty" gorm:"foreignKey:UploadedByID"`
	CreatedAt    time.Time       `json:"created_at"`
}

type RequestComment struct {
	ID         uint            `json:"id" gorm:"primaryKey"`
	RequestID  uint            `json:"request_id" gorm:"not null"`
	Request    *ServiceRequest `json:"request,omitempty" gorm:"foreignKey:RequestID"`
	AuthorID   uint            `json:"author_id" gorm:"not null"`
	Author     *User           `json:"author,omitempty" gorm:"foreignKey:AuthorID"`
	Comment    string          `json:"comment" gorm:"not null"`
	IsPublic   bool            `json:"is_public" gorm:"default:true"`
	IsWorkNote bool            `json:"is_work_note" gorm:"default:false"`
	CreatedAt  time.Time       `json:"created_at"`
	UpdatedAt  time.Time       `json:"updated_at"`
}

type RequestStatus string

type RequesterConfig struct {
	Invoker   map[string]InvokerConfig `yaml:"Invoker,omitempty" json:"invoker,omitempty"`
	Transport TransportConfig          `yaml:"Transport,omitempty" json:"transport,omitempty"`
}

type ResponseVariable struct {
	Name         string   `json:"name"`              // e.g., "{{agent_name}}"
	Description  string   `json:"description"`       // Help text
	Type         string   `json:"type"`              // text, date, number, select
	Options      []string `json:"options,omitempty"` // For select type
	DefaultValue string   `json:"default_value,omitempty"`
	AutoFill     string   `json:"auto_fill,omitempty"` // Auto-fill from context (agent_name, ticket_number, etc.)
}

type Role struct {
	ID          string            `json:"id"`
	Name        string            `json:"name"`
	Description string            `json:"description"`
	Permissions []string          `json:"permissions"`
	IsSystem    bool              `json:"is_system"`
	IsActive    bool              `json:"is_active"`
	Metadata    map[string]string `json:"metadata,omitempty"`
	CreatedAt   time.Time         `json:"created_at"`
	UpdatedAt   time.Time         `json:"updated_at"`
}

type RouteMapping struct {
	Route         string   `yaml:"Route,omitempty" json:"route,omitempty"`
	RequestMethod []string `yaml:"RequestMethod,omitempty" json:"request_method,omitempty"`
}

type SLA struct {
	ID                uint       `json:"id"`
	Name              string     `json:"name" binding:"required"`
	Description       string     `json:"description"`
	FirstResponseTime int        `json:"first_response_time"` // minutes
	UpdateTime        int        `json:"update_time"`         // minutes
	SolutionTime      int        `json:"solution_time"`       // minutes
	CalendarName      string     `json:"calendar_name"`
	ValidFrom         time.Time  `json:"valid_from"`
	ValidTo           *time.Time `json:"valid_to,omitempty"`
	IsActive          bool       `json:"is_active"`
	Priority          int        `json:"priority"` // 1-5, higher priority SLAs take precedence
	CreatedAt         time.Time  `json:"created_at"`
	UpdatedAt         time.Time  `json:"updated_at"`

	// Conditions for SLA application
	Conditions SLAConditions `json:"conditions"`

	// Escalation rules
	EscalationRules []SLAEscalationRule `json:"escalation_rules,omitempty"`
}

type SLAConditions struct {
	Queues         []uint   `json:"queues,omitempty"`
	Priorities     []int    `json:"priorities,omitempty"`
	Types          []string `json:"types,omitempty"`
	CustomerGroups []uint   `json:"customer_groups,omitempty"`
	Services       []uint   `json:"services,omitempty"`
	Tags           []string `json:"tags,omitempty"`
}

type SLAConfiguration struct {
	EnableSLA               bool   `json:"enable_sla"`
	DefaultCalendarID       uint   `json:"default_calendar_id"`
	AutoAssignSLA           bool   `json:"auto_assign_sla"`
	NotifyOnBreach          bool   `json:"notify_on_breach"`
	NotifyBeforeBreach      bool   `json:"notify_before_breach"`
	NotifyMinutesBefore     int    `json:"notify_minutes_before"`
	PauseOnCustomerReply    bool   `json:"pause_on_customer_reply"`
	PauseOnPendingStatus    bool   `json:"pause_on_pending_status"`
	ExcludeWeekends         bool   `json:"exclude_weekends"`
	ExcludeHolidays         bool   `json:"exclude_holidays"`
	BreachNotificationEmail string `json:"breach_notification_email"`
}

type SLAEscalationHistory struct {
	ID               uint      `json:"id"`
	TicketSLAID      uint      `json:"ticket_sla_id"`
	EscalationRuleID uint      `json:"escalation_rule_id"`
	EscalatedAt      time.Time `json:"escalated_at"`
	NotifiedUsers    []uint    `json:"notified_users"`
	Actions          string    `json:"actions"` // JSON of actions taken
	Success          bool      `json:"success"`
	ErrorMessage     string    `json:"error_message,omitempty"`
}

type SLAEscalationRule struct {
	ID             uint     `json:"id"`
	SLAID          uint     `json:"sla_id"`
	Name           string   `json:"name"`
	TriggerPercent int      `json:"trigger_percent"` // Percentage of time elapsed (e.g., 80%)
	NotifyAgents   []uint   `json:"notify_agents,omitempty"`
	NotifyManagers bool     `json:"notify_managers"`
	AutoAssignTo   *uint    `json:"auto_assign_to,omitempty"`
	ChangePriority *int     `json:"change_priority,omitempty"`
	AddTags        []string `json:"add_tags,omitempty"`
	EmailTemplate  string   `json:"email_template,omitempty"`
	IsActive       bool     `json:"is_active"`
}

type SLAHoliday struct {
	ID          uint      `json:"id"`
	CalendarID  uint      `json:"calendar_id"`
	Name        string    `json:"name"`
	Date        time.Time `json:"date"`
	IsRecurring bool      `json:"is_recurring"`
}

type SLAMetrics struct {
	SLAID              uint    `json:"sla_id"`
	SLAName            string  `json:"sla_name"`
	Period             string  `json:"period"`
	TotalTickets       int     `json:"total_tickets"`
	MetCount           int     `json:"met_count"`
	BreachedCount      int     `json:"breached_count"`
	PendingCount       int     `json:"pending_count"`
	CompliancePercent  float64 `json:"compliance_percent"`
	AvgResponseTime    int     `json:"avg_response_time_minutes"`
	AvgSolutionTime    int     `json:"avg_solution_time_minutes"`
	WorstBreachMinutes int     `json:"worst_breach_minutes"`
	TotalEscalations   int     `json:"total_escalations"`
}

type SLAPauseReason struct {
	ID          uint       `json:"id"`
	TicketSLAID uint       `json:"ticket_sla_id"`
	Reason      string     `json:"reason" binding:"required"`
	PausedBy    uint       `json:"paused_by"`
	PausedAt    time.Time  `json:"paused_at"`
	ResumedAt   *time.Time `json:"resumed_at,omitempty"`
	Duration    int        `json:"duration_minutes"`
}

type SLAReport struct {
	StartDate         time.Time      `json:"start_date"`
	EndDate           time.Time      `json:"end_date"`
	OverallCompliance float64        `json:"overall_compliance"`
	TotalTickets      int            `json:"total_tickets"`
	TotalBreaches     int            `json:"total_breaches"`
	Metrics           []SLAMetrics   `json:"metrics"`
	TrendData         []SLATrend     `json:"trend_data"`
	TopBreachReasons  []BreachReason `json:"top_breach_reasons"`
}

type SLATrend struct {
	Date              time.Time `json:"date"`
	CompliancePercent float64   `json:"compliance_percent"`
	TicketCount       int       `json:"ticket_count"`
	BreachCount       int       `json:"breach_count"`
}

type SSLConfig struct {
	SSLVerifyHostname string `yaml:"SSLVerifyHostname,omitempty" json:"ssl_verify_hostname,omitempty"` // 0 or 1
	SSLVerifyCert     string `yaml:"SSLVerifyCert,omitempty" json:"ssl_verify_cert,omitempty"`         // 0 or 1
	SSLCAFile         string `yaml:"SSLCAFile,omitempty" json:"ssl_ca_file,omitempty"`
	SSLCADir          string `yaml:"SSLCADir,omitempty" json:"ssl_ca_dir,omitempty"`
	SSLCertFile       string `yaml:"SSLCertFile,omitempty" json:"ssl_cert_file,omitempty"`
	SSLKeyFile        string `yaml:"SSLKeyFile,omitempty" json:"ssl_key_file,omitempty"`
}

type SavedSearch struct {
	ID          uint         `json:"id"`
	UserID      uint         `json:"user_id"`
	Name        string       `json:"name" binding:"required"`
	Description string       `json:"description"`
	Filter      SearchFilter `json:"filter"`
	IsPublic    bool         `json:"is_public"`
	IsDefault   bool         `json:"is_default"`
	UsageCount  int          `json:"usage_count"`
	CreatedAt   time.Time    `json:"created_at"`
	UpdatedAt   time.Time    `json:"updated_at"`
}

type ScheduledJob struct {
	Name           string
	Slug           string
	Handler        string
	Schedule       string
	TimeoutSeconds int
	Config         map[string]any
	RunOnStartup   bool // If true, execute immediately when scheduler starts
	LastRunAt      *time.Time
	NextRunAt      *time.Time
	LastStatus     string
	ErrorMessage   *string
	LastDurationMS int64
}

type ScopeDefinition struct {
	Scope       string `json:"scope"`
	Description string `json:"description"`
	Category    string `json:"category"`     // e.g., "core", "plugin:myplugin"
	RequireRole string `json:"require_role"` // e.g., "Admin", "Agent", "" (any)
	AgentOnly   bool   `json:"agent_only"`   // If true, not available to customers
}

type ScopeRegistry struct {
	// contains filtered or unexported fields
}

type SearchAnalytics struct {
	TotalSearches     int64          `json:"total_searches"`
	UniqueUsers       int            `json:"unique_users"`
	AverageResultSize float64        `json:"average_result_size"`
	TopQueries        []QueryStats   `json:"top_queries"`
	TopFilters        map[string]int `json:"top_filters"`
	SearchTrends      []TrendPoint   `json:"search_trends"`
	ZeroResultQueries []string       `json:"zero_result_queries"`
}