Bckn funcion

backend/app/api/schemas/issue.py

@@ -0,0 +1,53 @@
+"""Schemas para TicketIssue"""
+from pydantic import BaseModel, field_validator
+from typing import Optional, List
+from datetime import datetime
+import uuid
+
+
+class TaggedUserBasic(BaseModel):
+    id: uuid.UUID
+    full_name: str
+    email: str
+
+    class Config:
+        from_attributes = True
+
+
+class IssueCreate(BaseModel):
+    content: str
+    priority: str = "MEDIUM"
+    tagged_user_ids: List[uuid.UUID] = []
+
+    @field_validator("priority")
+    @classmethod
+    def validate_priority(cls, v: str) -> str:
+        valid = {"LOW", "MEDIUM", "HIGH", "URGENT"}
+        if v.upper() not in valid:
+            raise ValueError(f"priority debe ser uno de: {valid}")
+        return v.upper()
+
+    @field_validator("content")
+    @classmethod
+    def validate_content(cls, v: str) -> str:
+        if not v.strip():
+            raise ValueError("content no puede estar vacío")
+        return v.strip()
+
+
+class IssueResponse(BaseModel):
+    id: uuid.UUID
+    ticket_id: uuid.UUID
+    tenant_id: uuid.UUID
+    content: str
+    priority: str
+    created_by: uuid.UUID
+    created_by_name: str
+    tagged_users: List[TaggedUserBasic] = []
+    attachment_filename: Optional[str] = None
+    attachment_mime_type: Optional[str] = None
+    created_at: datetime
+    updated_at: datetime
+
+    class Config:
+        from_attributes = True

backend/app/api/v1/endpoints/tickets.py

@@ -7,6 +7,8 @@ from sqlalchemy.orm import selectinload
 from typing import List, Optional
 from datetime import datetime, timedelta
 import uuid
+from app.models.issue import TicketIssue, ticket_issue_tagged_users
+from app.api.schemas.issue import IssueCreate, IssueResponse
 
 from app.core.database import get_db
 from app.api.deps import get_current_user, get_current_tenant
@@ -411,3 +413,179 @@ async def download_attachment(ticket_id: str, attachment_id: str, db: AsyncSessi
     
     logger.info(f"Returning file: {attachment.original_filename}")
     return FileResponse(path=file_path, filename=attachment.original_filename, media_type=attachment.mime_type)
+
+@router.get("/{ticket_id}/issues", response_model=List[IssueResponse])
+async def get_ticket_issues(
+    ticket_id: str,
+    db: AsyncSession = Depends(get_db),
+    current_user: User = Depends(get_current_user),
+):
+    """Obtener asuntos de un ticket."""
+    ticket_uuid = validate_uuid_param(ticket_id, "ticket ID")
+
+    # Verificar que el ticket existe y pertenece al tenant
+    query = select(Ticket).where(
+        Ticket.id == ticket_uuid,
+        Ticket.tenant_id == current_user.tenant_id,
+    )
+    if current_user.role.is_client:
+        query = query.where(Ticket.created_by == current_user.id)
+
+    result = await db.execute(query)
+    ticket_obj = result.scalars().first()
+    if not ticket_obj:
+        raise HTTPException(status_code=status.HTTP_404_NOT_FOUND, detail="Ticket no encontrado")
+
+    issues_query = (
+        select(TicketIssue)
+        .where(TicketIssue.ticket_id == ticket_uuid)
+        .options(
+            selectinload(TicketIssue.created_by_user),
+            selectinload(TicketIssue.tagged_users),
+        )
+        .order_by(TicketIssue.created_at.desc())
+    )
+    result = await db.execute(issues_query)
+    issues = result.scalars().all()
+
+    return [
+        IssueResponse(
+            id=issue.id,
+            ticket_id=issue.ticket_id,
+            tenant_id=issue.tenant_id,
+            content=issue.content,
+            priority=issue.priority.value,
+            created_by=issue.created_by,
+            created_by_name=f"{issue.created_by_user.first_name} {issue.created_by_user.last_name}",
+            tagged_users=[
+                {"id": u.id, "full_name": f"{u.first_name} {u.last_name}", "email": u.email}
+                for u in issue.tagged_users
+            ],
+            attachment_filename=issue.attachment_filename,
+            attachment_mime_type=issue.attachment_mime_type,
+            created_at=issue.created_at,
+            updated_at=issue.updated_at,
+        )
+        for issue in issues
+    ]
+
+
+@router.post("/{ticket_id}/issues", response_model=IssueResponse, status_code=status.HTTP_201_CREATED)
+async def create_ticket_issue(
+    ticket_id: str,
+    issue: IssueCreate,
+    file: Optional[UploadFile] = File(None),
+    db: AsyncSession = Depends(get_db),
+    current_user: User = Depends(get_current_user),
+    current_tenant: Tenant = Depends(get_current_tenant),
+):
+    """
+    Crear un asunto de escalación en un ticket.
+
+    Solo puede crearlo el dueño del ticket o el CLIENT_ADMIN del tenant.
+    """
+    ticket_uuid = validate_uuid_param(ticket_id, "ticket ID")
+
+    # 1. Verificar que el ticket existe y pertenece al tenant
+    result = await db.execute(
+        select(Ticket).where(
+            Ticket.id == ticket_uuid,
+            Ticket.tenant_id == current_user.tenant_id,
+        )
+    )
+    ticket_obj = result.scalars().first()
+    if not ticket_obj:
+        raise HTTPException(status_code=status.HTTP_404_NOT_FOUND, detail="Ticket no encontrado")
+
+    # 2. Verificar permisos: solo el creador del ticket o CLIENT_ADMIN
+    is_ticket_owner = ticket_obj.created_by == current_user.id
+    is_client_admin = current_user.role == UserRole.CLIENT_ADMIN
+
+    if not is_ticket_owner and not is_client_admin:
+        raise HTTPException(
+            status_code=status.HTTP_403_FORBIDDEN,
+            detail="Solo el creador del ticket o el administrador del tenant pueden crear asuntos",
+        )
+
+    # 3. Validar usuarios etiquetados — deben pertenecer al mismo tenant
+    tagged_users = []
+    if issue.tagged_user_ids:
+        result = await db.execute(
+            select(User).where(
+                User.id.in_(issue.tagged_user_ids),
+                User.tenant_id == current_user.tenant_id,
+                User.is_active == True,
+            )
+        )
+        tagged_users = result.scalars().all()
+
+        found_ids = {u.id for u in tagged_users}
+        missing = [str(uid) for uid in issue.tagged_user_ids if uid not in found_ids]
+        if missing:
+            raise HTTPException(
+                status_code=status.HTTP_400_BAD_REQUEST,
+                detail=f"Usuarios no encontrados en el tenant: {missing}",
+            )
+
+    # 4. Manejar adjunto opcional
+    attachment_path = None
+    attachment_filename = None
+    attachment_mime_type = None
+    if file and file.filename:
+        file_metadata = await file_handler.save_upload(file, current_tenant.id, ticket_uuid)
+        attachment_path = file_metadata["file_path"]
+        attachment_filename = file_metadata["original_filename"]
+        attachment_mime_type = file_metadata["mime_type"]
+
+    # 5. Crear el asunto
+    new_issue = TicketIssue(
+        id=uuid.uuid4(),
+        ticket_id=ticket_uuid,
+        tenant_id=current_user.tenant_id,
+        created_by=current_user.id,
+        content=issue.content,
+        priority=TicketPriority[issue.priority],
+        attachment_path=attachment_path,
+        attachment_filename=attachment_filename,
+        attachment_mime_type=attachment_mime_type,
+        created_at=datetime.utcnow(),
+        updated_at=datetime.utcnow(),
+    )
+    new_issue.tagged_users = tagged_users
+    db.add(new_issue)
+
+    await db.commit()
+    await db.refresh(new_issue, ["created_by_user", "tagged_users"])
+
+    # 6. Audit log
+    await safe_audit_log(
+        db=db,
+        tenant_id=current_user.tenant_id,
+        user_id=current_user.id,
+        action="ticket.issue.create",
+        resource_type="ticket_issue",
+        resource_id=new_issue.id,
+        new_values={
+            "ticket_id": str(ticket_uuid),
+            "priority": issue.priority,
+            "tagged_users": [str(uid) for uid in issue.tagged_user_ids],
+        },
+    )
+
+    return IssueResponse(
+        id=new_issue.id,
+        ticket_id=new_issue.ticket_id,
+        tenant_id=new_issue.tenant_id,
+        content=new_issue.content,
+        priority=new_issue.priority.value,
+        created_by=new_issue.created_by,
+        created_by_name=f"{new_issue.created_by_user.first_name} {new_issue.created_by_user.last_name}",
+        tagged_users=[
+            {"id": u.id, "full_name": f"{u.first_name} {u.last_name}", "email": u.email}
+            for u in new_issue.tagged_users
+        ],
+        attachment_filename=new_issue.attachment_filename,
+        attachment_mime_type=new_issue.attachment_mime_type,
+        created_at=new_issue.created_at,
+        updated_at=new_issue.updated_at,
+    )

backend/app/main.py

@@ -35,6 +35,7 @@ from app.middleware.tenant import TenantMiddleware
 from app.middleware.correlation_id import CorrelationIDMiddleware
 from app.core.cache import cache
 from app.core.limiter import limiter
+from app.models.issue import TicketIssue, ticket_issue_tagged_users
 
 settings = get_settings()
 setup_logging()

backend/app/models/__init__.py

@@ -3,6 +3,7 @@
 from .user import User
 from .tenant import Tenant
 from .ticket import Ticket
+from .issue import TicketIssue, ticket_issue_tagged_users
 from .comment import TicketComment
 from .system import System
 from .category import Category
@@ -13,8 +14,9 @@ from .refresh_token import RefreshToken
 
 __all__ = [
     "User",
-    "Tenant", 
+    "Tenant",
     "Ticket",
+    "TicketIssue",
     "TicketComment",
     "System",
     "Category",

backend/app/models/issue.py

@@ -0,0 +1,102 @@
+"""
+TicketIssue Model - ServiceManagerWeb
+
+Asuntos de escalación asociados a tickets.
+Creados por el dueño del ticket o el CLIENT_ADMIN del tenant.
+"""
+from sqlalchemy import String, ForeignKey, Text, Table, Column
+from sqlalchemy.orm import Mapped, mapped_column, relationship
+from typing import Optional, List
+from datetime import datetime
+import uuid
+
+from app.core.database import Base, GUID
+from app.models.ticket import TicketPriority
+from sqlalchemy import Enum as SAEnum
+from sqlalchemy.dialects.postgresql import ENUM as PG_ENUM
+
+
+# Tabla de relación N:M entre TicketIssue y User (usuarios etiquetados)
+ticket_issue_tagged_users = Table(
+    "ticket_issue_tagged_users",
+    Base.metadata,
+    Column(
+        "issue_id",
+        GUID(),
+        ForeignKey("ticket_issues.id", ondelete="CASCADE"),
+        primary_key=True,
+        nullable=False,
+    ),
+    Column(
+        "user_id",
+        GUID(),
+        ForeignKey("users.id", ondelete="CASCADE"),
+        primary_key=True,
+        nullable=False,
+    ),
+)
+
+
+class TicketIssue(Base):
+    """
+    Asunto de escalación de un ticket.
+
+    Solo puede crearlo:
+      - El usuario que creó el ticket (created_by del Ticket)
+      - El CLIENT_ADMIN del mismo tenant
+    """
+    __tablename__ = "ticket_issues"
+
+    # Multi-tenancy — siempre filtrar por esto
+    tenant_id: Mapped[uuid.UUID] = mapped_column(
+        GUID(),
+        ForeignKey("tenants.id", ondelete="CASCADE"),
+        nullable=False,
+    )
+
+    # Relación con el ticket padre
+    ticket_id: Mapped[uuid.UUID] = mapped_column(
+        GUID(),
+        ForeignKey("tickets.id", ondelete="CASCADE"),
+        nullable=False,
+    )
+
+    # Quién lo creó
+    created_by: Mapped[uuid.UUID] = mapped_column(
+        GUID(),
+        ForeignKey("users.id"),
+        nullable=False,
+    )
+
+    # Contenido
+    content: Mapped[str] = mapped_column(Text, nullable=False)
+
+    priority: Mapped[TicketPriority] = mapped_column(
+        SAEnum(TicketPriority, name="ticket_priority_enum", native_enum=False).with_variant(
+            PG_ENUM(TicketPriority, name="ticket_priority_enum", create_type=True),
+            "postgresql",
+        ),
+        default=TicketPriority.MEDIUM,
+        nullable=False,
+    )
+
+    # Adjunto opcional (reutiliza file_handler igual que TicketAttachment)
+    attachment_path: Mapped[Optional[str]] = mapped_column(String(500), nullable=True)
+    attachment_filename: Mapped[Optional[str]] = mapped_column(String(255), nullable=True)
+    attachment_mime_type: Mapped[Optional[str]] = mapped_column(String(100), nullable=True)
+
+    # Relationships
+    ticket: Mapped["Ticket"] = relationship("Ticket", back_populates="issues")
+
+    created_by_user: Mapped["User"] = relationship(
+        "User",
+        foreign_keys=[created_by],
+    )
+
+    tagged_users: Mapped[List["User"]] = relationship(
+        "User",
+        secondary=ticket_issue_tagged_users,
+    )
+
+    def __repr__(self) -> str:
+        return f"<TicketIssue(id={self.id}, ticket={self.ticket_id}, priority={self.priority})>"

backend/app/models/ticket.py

@@ -163,6 +163,12 @@ class Ticket(Base):
         cascade="all, delete-orphan"
     )
 
+    issues: Mapped[list["TicketIssue"]] = relationship(
+    "TicketIssue",
+    back_populates="ticket",
+    cascade="all, delete-orphan"
+)
+
     def __repr__(self) -> str:
         return f"<Ticket(id={self.id}, number='{self.ticket_number}', status={self.status})>"