v0.7.14

Upgrading

• The agent ticket pages send the agent panel's optional inbox and queue props (shared frontend docs/agent-panel.md). Each page view runs a few extra count queries (3 counts, 5 built-in views, 4 stats and one per saved view, up to 50 views), cached in Django's cache per agent and queue for ESCALATED["AGENT_INBOX_CACHE_SECONDS"] (default 10; 0 turns the cache off), so counts can lag a change by that long. Older frontends ignore the props.
• The agent ticket list now leaves snoozed tickets out, as escalated-laravel's list does, so the list and the counts that label it agree. snoozed=1 lists only snoozed tickets and include_snoozed=1 lists both.
• agents on Escalated/Agent/TicketShow is now [{ id, name }] of the agents and admins the ticket can be assigned to. It used to list every member of an active department (with email), left out admins who are in no department, and ignored department visibility and account scoping. It now holds active department members plus is_staff / superuser users, the first 500 by id, keeping only those who may see the ticket. email is no longer sent; the shared frontend does not read it.
• A ticket's last_reply_at and last_reply_author now come from its latest public reply. They used to include internal notes, so a list (the customer's too) could show a note's time and author. Internal notes are never used.

Added

• inbox on Escalated/Agent/TicketIndex and Escalated/Agent/TicketShow (not in cloud mode, where tickets are not stored locally): { counts: { mine, unassigned, all }, views: [{ id, name, count, filters }], stats: { open, urgent, sla_at_risk, resolved_today } }. Every number is a count through the ticket list's own filters and the ticket visibility scope (department visibility, account scoping), so it is what the agent sees by opening that list.
  • counts and view counts are of unresolved (not resolved or closed), unsnoozed tickets, unless a view's filters name a status.
  • views are the built-in views urgent (priority=urgent&open=1), sla_at_risk (sla_at_risk=1), waiting_on_me (assigned to the agent, status=waiting_on_agent), waiting_on_customer (assigned to the agent, status=waiting_on_customer) and recently_updated (open=1&updated_within_hours=24&sort_by=updated_at), then the agent's own and shared saved views (SavedView), by position.
  • stats are for the current queue: the queue's filters plus status=open; priority=urgent (unresolved); sla_at_risk=1; status=resolved&resolved_today=1.
• queue on both pages: { key, title }, with key mine (assigned_to=<agent>, or assigned=me / assigned_to=me), unassigned (unassigned=1), all, or view:<id> for a view picked with view=<id> or by sending exactly its filters. An unknown view id, or another agent's private view, selects nothing. The ticket page gets the queue last opened in the list (kept in the session), or all.
• New agent ticket list filters, under the names the shared frontend sends: assigned_to, unassigned, department_id, sla_breached, sla_at_risk=1 (unresolved, with an SLA breached or a first response still unsent or resolution due within 60 minutes), resolved_today=1 (resolved since the start of today), open=1 (not resolved or closed), updated_within_hours=<1..8760>, view=<id>, and sort_by (created_at, updated_at, priority) with sort_dir. The list's own assigned, department, tag and sort keep working. A malformed value, or half of the account_type/account_id pair on either ticket list (accounts enabled), sends a page visit (Inertia or browser) back to the referring page (else the list) with the field errors in the next page's errors prop (session key escalated_errors, read by the next page rendered), as escalated-laravel's $request->validate() does; a JSON client (Accept: application/json, no X-Inertia) gets a 422 with message and errors. A raw 422 is what the Inertia client shows as an error modal.
• latest_reply ({ id, body, created_at }) on agent list rows: the latest public reply, never an internal note, for the list's one-line preview.
• requester_tickets on the agent ticket page's ticket: the requester's five most recent other tickets (id, reference, subject, status, created_at, updated_at), newest first, matched as requester_ticket_count is (the requester, or a guest's email) and through the ticket visibility scope. [] when the ticket has no known requester. The agent panel lists them as previous conversations. related_tickets is unchanged and still means linked tickets.
• Agents can snooze and unsnooze from the agent panel: POST {prefix}/agent/tickets/{ticket}/snooze/ (snoozed_until, required, a date strictly in the future; otherwise 422 with field errors) and POST {prefix}/agent/tickets/{ticket}/unsnooze/, URL names agent_ticket_snooze / agent_ticket_unsnooze, served to the frontend as escalated.agent.tickets.snooze / escalated.agent.tickets.unsnooze. They behave as the admin snooze does (the ticket's status is kept in status_before_snooze and restored on unsnooze), need the agent gate and a ticket update, answer 404 for a ticket outside the agent's visibility, and need ticket.edit when roles and permissions are on, as the admin routes do. Both redirect back to the ticket.
• The vendored frontend page manifest (tests/fixtures/escalated-pages.json) is refreshed to @escalated-dev/escalated 0.12.7, which declares agents on Escalated/Agent/TicketShow.
• The queue and built-in view names go through gettext; their translations belong in the central escalated-locale catalogues.

Not sent

• is_unread and requester_online: Escalated tracks no per-agent read state or customer presence, so the list rows carry neither. Live chat tickets are still marked through is_live_chat.

Changed

• The bundled widget is now @escalated-dev/escalated 0.12.8. The widget's source did not change in 0.12.8; the bundle is rebuilt with Vue 3.5.44, so it behaves as before.