Update Support System to Use Database for Ticket Workflows

[DaRealFrost]

Overview

Update the support/ticket system in the discord bot to utilize the database for ticket management, with improved workflows for creation, command handling, SLA notifications, and ticket lifecycle management. Below are high-level workflows and requirements:

Creation Workflow

• On ticket creation: Create ticket in database with relevant metadata and no priority
• Create Discord channel for the ticket
• Restrict staff from sending messages in the channel until a priority is set (delete any messages from staff before priority assignment)

Command Workflows

• ticket_type command: Update ticket type metadata in the database and reflect changes in the channel
• priority command: Update priority metadata in database and channel; SLA countdown starts from first use of this command
• close_ticket command: Update database as needed, delete the ticket channel, send transcript to appropriate locations (BOT_SUPPORT_TICKETS_TRANSCRIPTS_CHANNEL_ID and ticket owner direct messages with feedback request), and update transcript message in the BOT_SUPPORT_TICKETS_TRANSCRIPTS_CHANNEL_ID with the feedback if requested (by default request feedback)

SLA Notification Workflows

• If support staff (with the relevant ticket role (bot_database_support_staff_role_id, bot_other_support_staff_role_id , bot_product_issues_support_staff_role_id, bot_product_purchases_support_staff_role_id, bot_partnership_requests_support_staff_role_id)) do not respond within SLA (account for ticket type changes): Ping relevant ticket role every 24 hours in the ticket channel
• If support staff do not respond within half the SLA time after ticket owner sends a message: Ping relevant ticket role every 24 hours in the SLA notification channel (BOT_SUPPORT_TICKETS_SLA_NOTIFICATIONS_CHANNEL_ID)
• If ticket owner does not respond within 24 hours after a staff message: Ping ticket owner every 24 hours in the ticket channel as a reminder
• If ticket owner’s last message is over 7 days old (and a staff response has come after that): Auto-close the ticket as timed out, with no feedback requested

Other Workflows

• On bot startup: Check all open tickets in the database; if the associated Discord channel doesn’t exist, delete the ticket record

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Please implement these workflows and update any necessary documentation/configuration. Test as you go and make sure docker builds fine without making any changes to it, and that all linting passes.