- Shipped
- November 15, 2026 at 7:31 PM UTC
- Author
- Kamo
- Commit
- 2d54221
- Gates (owner decision): topic create/update/delete/parent list and every webinar settings write (types, presenters, reminders, notify-members, presenters' hours) accept MANAGE_SUPPORT_SETTINGS beside CREATE_SUPPORT_TOPICS / MANAGE_SUPPORT; cancelling a booked session stays MANAGE_SUPPORT - GET/PUT /api/support/settings (support_settings): Ticket Alerts switches + Response Targets per priority, versioned (409 VERSION_CONFLICT), validated, plain-words change rows - Ticket Alerts on the notification system (after commit, best effort): SUPPORT_TICKET_ASSIGNED (handed to an agent by someone else or by routing, never a self-claim), SUPPORT_TICKET_STATUS_CHANGED (to the member who asked; never a website visitor), SUPPORT_TICKET_ESCALATED (the team's managers), each only when the org leaves it on - SupportTargetWatch: every 5 min under the singleton lock, ONE SUPPORT_TARGET_MISSED per ticket and target (support_target_alerts unique row); first reply = a non-system line by anyone but the requester - GET **************** dry run of the topic's strategy (rotation order, who is paged, who can pick up, who assigns); parent-org topics name the org, never its people - Reporting: average first reply time (was a TODO null) - Change log (crm_setting_change, key support): topics + webinar types/reminders values with Undo (POST topics/{id}/restore, types/{id}/restore); presenters, notify list, restrictions personal