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feat(tickets): source KB article on ticket creation (PMS-452 phase 1) #338

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YousifShkara merged 1 commit from feat/PMS-452-kb-source-ticket into main 2026-06-23 10:33:08 +02:00
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YousifShkara commented 2026-06-23 10:18:28 +02:00
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Adds tickets.source_kb_article_id (UUID NULL REFERENCES kb_articles(id) ON DELETE SET NULL) plus a partial index on (tenant_id, source_kb_article_id) WHERE source_kb_article_id IS NOT NULL. CreateTicketRequest gains an Option<Uuid> field plumbed through create_ticket's INSERT. The four existing struct-literal sites (portal, RMM ingest, demo seed, QA seed) explicitly pass None.

The point of the column is downstream reporting: with this, "which articles drive the most tickets" is one index scan over (tenant, article_id). That answers the operationally important question of where the docs are failing the user (article surfaces a flow that consistently spawns tickets => the article is the wrong shape).

ON DELETE SET NULL was chosen so retiring an article does not cascade-delete tickets that originated from it. A future "article history" follow-up could preserve the soft reference via a source_kb_article_slug snapshot; out of scope here.

Phase 2 of PMS-452 (the SPA's KB-article surface "Open ticket about this article" affordance that pre-fills the ticket form and stamps this column) is client-side and ships in a sibling PR.

#PMS-452

Adds `tickets.source_kb_article_id` (`UUID NULL REFERENCES kb_articles(id) ON DELETE SET NULL`) plus a partial index on `(tenant_id, source_kb_article_id) WHERE source_kb_article_id IS NOT NULL`. `CreateTicketRequest` gains an `Option<Uuid>` field plumbed through `create_ticket`'s INSERT. The four existing struct-literal sites (portal, RMM ingest, demo seed, QA seed) explicitly pass `None`. The point of the column is downstream reporting: with this, "which articles drive the most tickets" is one index scan over (tenant, article_id). That answers the operationally important question of where the docs are failing the user (article surfaces a flow that consistently spawns tickets => the article is the wrong shape). `ON DELETE SET NULL` was chosen so retiring an article does not cascade-delete tickets that originated from it. A future "article history" follow-up could preserve the soft reference via a `source_kb_article_slug` snapshot; out of scope here. Phase 2 of PMS-452 (the SPA's KB-article surface "Open ticket about this article" affordance that pre-fills the ticket form and stamps this column) is client-side and ships in a sibling PR. #PMS-452
feat(tickets): source KB article on ticket creation (PMS-452 phase 1)
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2b9f90c78e 
Adds `tickets.source_kb_article_id` (`UUID NULL REFERENCES kb_articles(id) ON DELETE SET NULL`) plus a partial index on `(tenant_id, source_kb_article_id) WHERE source_kb_article_id IS NOT NULL`. `CreateTicketRequest` gains an `Option<Uuid>` field plumbed through `create_ticket`'s INSERT. The four existing struct-literal sites (portal, RMM ingest, demo seed, QA seed) explicitly pass `None`.

The point of the column is downstream reporting: with this, "which articles drive the most tickets" is one index scan over (tenant, article_id). That answers the operationally important question of where the docs are failing the user (article surfaces a flow that consistently spawns tickets => the article is the wrong shape).

`ON DELETE SET NULL` was chosen so retiring an article does not cascade-delete tickets that originated from it. A future "article history" follow-up could preserve the soft reference via a `source_kb_article_slug` snapshot; out of scope here.

Phase 2 of PMS-452 (the SPA's KB-article surface "Open ticket about this article" affordance that pre-fills the ticket form and stamps this column) is client-side and ships in a sibling PR.

#PMS-452
YousifShkara deleted branch feat/PMS-452-kb-source-ticket 2026-06-23 10:33:08 +02:00
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