TicketAssistent/app/Models/Ticket.php

<?php

namespace App\Models;

use App\Casts\VectorCast;
use Illuminate\Database\Eloquent\Model;
use Illuminate\Database\Eloquent\Relations\BelongsTo;
use Illuminate\Database\Eloquent\Relations\HasMany;

class Ticket extends Model
{
    protected $fillable = [
        'message',
        'normalized_message',
        'redaction_report',
        'embedding',
        'embedding_provider_instance_id',
        'embedding_model',
        'embedded_at',
        'status',
        'best_article_id',
        'confidence',
        'explanation',
        'support_reply',
        'needs_article_draft',
        'draft_article_id',
        'result_payload',
        'api_credentials',
        'error_message',
        'processed_at',
    ];

    protected $casts = [
        'embedding' => VectorCast::class,
        'redaction_report' => 'array',
        'result_payload' => 'array',
        'api_credentials' => 'encrypted:array',
        'needs_article_draft' => 'boolean',
        'embedded_at' => 'datetime',
        'processed_at' => 'datetime',
    ];

    public function decisions(): HasMany
    {
        return $this->hasMany(AIDecision::class);
    }

    public function feedback(): HasMany
    {
        return $this->hasMany(Feedback::class);
    }

    public function logs(): HasMany
    {
        return $this->hasMany(TicketProcessingLog::class)
            ->orderByDesc('created_at')
            ->orderByDesc('id');
    }

    public function toolCalls(): HasMany
    {
        return $this->hasMany(TicketToolCall::class)
            ->orderByDesc('created_at')
            ->orderByDesc('id');
    }

    public function bestArticle(): BelongsTo
    {
        return $this->belongsTo(Article::class, 'best_article_id');
    }

    public function draftArticle(): BelongsTo
    {
        return $this->belongsTo(Article::class, 'draft_article_id');
    }
}