?php
use Illuminate\Database\Migrations\Migration;
use Illuminate\Database\Schema\Blueprint;
use Illuminate\Support\Facades\Schema;
return new class extends Migration {
    public function up(): void {
        Schema::create('tickets', function (Blueprint $table) {
            $table->id();
            $table->string('ticket_number')->unique();
            $table->foreignId('customer_id')->constrained()->cascadeOnDelete()->index();
            $table->foreignId('company_id')->nullable()->constrained()->nullOnDelete()->index();
            $table->string('subject');
            $table->string('priority')->default('normal')->index();
            $table->string('status')->default('open')->index();
            $table->foreignId('assigned_engineer_id')->nullable()->constrained('users')->nullOnDelete()->index();
            $table->foreignId('server_id')->nullable()->constrained()->nullOnDelete();
            $table->foreignId('service_id')->nullable()->constrained()->nullOnDelete();
            $table->timestamp('sla_first_response_due_at')->nullable()->index();
            $table->timestamp('sla_resolution_due_at')->nullable()->index();
            $table->boolean('sla_breached')->default(false)->index();
            $table->timestamp('first_response_at')->nullable();
            $table->timestamp('resolved_at')->nullable();
            $table->timestamp('closed_at')->nullable();
            $table->string('source')->default('portal');
            $table->timestamps();
            $table->softDeletes();
        });
    }
    public function down(): void { Schema::dropIfExists('tickets'); }
};