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Add HelpServ: a help-desk ticket queue

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Users open tickets with REQUEST (or HELPME); the queue is event-sourced
and, because a request is an event, the audit feed announces it to staff
and records it in the searchable log — so OperServ LOGSEARCH finds a ticket
by any word, the same trail as reports. A user can CANCEL their own open
ticket. Operators work the queue: LIST [ALL], VIEW, TAKE (claim), NEXT
(claim the oldest unassigned), CLOSE. Filing is rate-limited. Opt-in.

That completes the six third-party modules — all interconnected: they
share the account/channel/oper identity, the event-sourced store, and the
one audit/incident trail.
This commit is contained in:
Jean Chevronnet 2026-07-14 04:39:45 +00:00
parent 06227e73da
commit a47dd6bda3
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9 changed files with 385 additions and 2 deletions
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src/engine/mod.rs
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@ -1706,6 +1706,9 @@ fn audit_summary(event: &db::Event) -> Option<String> {
ReportFiled { reporter, target, reason, .. } => format!("\x02{reporter}\x02 reported \x02{target}\x02: {reason}"),
ReportClosed { id } => format!("closed report #{id}"),
ReportDeleted { id } => format!("deleted report #{id}"),
HelpRequested { requester, message, .. } => format!("\x02{requester}\x02 asked for help: {message}"),
HelpTaken { id, handler } => format!("\x02{handler}\x02 took help ticket #{id}"),
HelpClosed { id } => format!("closed help ticket #{id}"),
GroupRegistered { name, founder, .. } => format!("registered group \x02{name}\x02 (founder \x02{founder}\x02)"),
GroupDropped { name } => format!("dropped group \x02{name}\x02"),
GroupFounderSet { name, founder } => format!("set founder of \x02{name}\x02 to \x02{founder}\x02"),
@ -4586,6 +4589,53 @@ mod tests {
assert!(denied(&os(&mut e, "000AAAAAP", "STATS")), "expired grant confers nothing");
}
// HelpServ: a user opens a ticket; it queues, flows into the audit trail
// (LOGSEARCH), and operators TAKE / CLOSE it. Reviewing is oper-only.
#[test]
fn helpserv_ticket_flow() {
use fedserv_helpserv::HelpServ;
use fedserv_operserv::OperServ;
let path = std::env::temp_dir().join("fedserv-helpserv.jsonl");
let _ = std::fs::remove_file(&path);
let mut db = Db::open(&path, "42S");
db.scram_iterations = 4096;
db.register("staff", "password1", None).unwrap();
let mut e = Engine::new(
vec![
Box::new(NickServ { uid: "42SAAAAAA".into(), guest_nick: "Guest".into(), guest_seq: 0 }),
Box::new(OperServ { uid: "42SAAAAAH".into() }),
Box::new(HelpServ { uid: "42SAAAAAN".into() }),
],
db,
);
e.set_sid("42S".into());
let mut opers = std::collections::HashMap::new();
opers.insert("staff".to_string(), Privs::default().with(fedserv_api::Priv::Admin).with(fedserv_api::Priv::Auspex));
e.set_opers(opers);
let hs = |e: &mut Engine, uid: &str, t: &str| e.handle(NetEvent::Privmsg { from: uid.into(), to: "42SAAAAAN".into(), text: t.into() });
let os = |e: &mut Engine, uid: &str, t: &str| e.handle(NetEvent::Privmsg { from: uid.into(), to: "42SAAAAAH".into(), text: t.into() });
let has = |out: &[NetAction], n: &str| out.iter().any(|a| matches!(a, NetAction::Notice { text, .. } if text.contains(n)));
e.handle(NetEvent::UserConnect { uid: "000AAAAAS".into(), nick: "staff".into(), host: "h".into(), ip: "0.0.0.0".into() });
e.handle(NetEvent::Privmsg { from: "000AAAAAS".into(), to: "42SAAAAAA".into(), text: "IDENTIFY password1".into() });
e.handle(NetEvent::UserConnect { uid: "000AAAAAU".into(), nick: "newbie".into(), host: "h".into(), ip: "0.0.0.0".into() });
// A user asks for help; it queues and is searchable via the audit trail.
assert!(has(&hs(&mut e, "000AAAAAU", "REQUEST how do I register a channel"), "in the queue"), "request accepted");
assert!(has(&os(&mut e, "000AAAAAS", "LOGSEARCH register a channel"), "register a channel"), "searchable via LOGSEARCH");
// Operator works the queue: NEXT claims the oldest, then CLOSE.
assert!(has(&hs(&mut e, "000AAAAAS", "LIST"), "newbie"), "oper sees the queue");
assert!(has(&hs(&mut e, "000AAAAAS", "NEXT"), "You took ticket \x02#0\x02"), "next claims oldest");
assert!(has(&hs(&mut e, "000AAAAAS", "VIEW 0"), "register a channel"), "view detail");
assert!(has(&hs(&mut e, "000AAAAAS", "CLOSE 0"), "closed"), "close");
assert!(!has(&hs(&mut e, "000AAAAAS", "LIST"), "newbie"), "closed drops off the open list");
// Non-opers can't work the queue; and filing is rate-limited.
assert!(has(&hs(&mut e, "000AAAAAU", "LIST"), "Access denied"), "queue is oper-only");
assert!(has(&hs(&mut e, "000AAAAAU", "REQUEST again please"), "wait a moment"), "rate-limited");
}
// ReportServ: any user files an abuse report; it lands in the queue AND flows
// through the audit trail so OperServ LOGSEARCH finds it. Reviewing is oper-only.
#[test]