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Fictional support request tracker

SETUP

Install MongoDB database locally

Visit MongoDB to install a community version of the database.

Clone this repository

clone this repository from Github to your computer

Setup your environment

cp .env.example .env

then fill out the values in the .env file or use this sample

MONGO_URI=mongodb://localhost/fliqpay
PORT=9003
JWT_SECRET=92966897e6f614513c827d3e7fe434

Update the scripts

Update the script scripts/flush_db.js to point to your database name as used in the env variable MONGO_URI

Install dependencies

npm i

Run the app in watch mode

npm run watch

Seed the database

node scripts/seed.js <PORT OF SERVER>

Run tests

Kill the server you started above and run tests.

npm test

DESIGN

This service is used to efficiently track tickets created by customers. Support agents are expected to reply to these tickets when the customer is satisfied, it is resolved by the customer. Since it was not specified explicitly, I am assuming that support agents are not authorized to resolve tickets. I am also assuming that customers have no reason to want to view other customers' support tickets or reply to them. They only have access to their own.

ROLES

There are three roles in this service:

  1. ADMIN
  2. SUPPORT_AGENT
  3. CUSTOMER

Customers can create and view their tickets. they can reply to their tickets if and only if a support agent has replied at least once.

Support agents can reply to tickets and can generate reports in CSV for tickets resolved within the last month. The report will contain the following fields:

  • ticketId
  • subject
  • body
  • status
  • resolvedAt
  • createdAt

I did not implement any admin specific functionality because I think it is beyond the scope of the exercise. However while reviewing the source you will definitely notice how trivial it is to implement.

ENTITIES

There are only 3 entities in this service:

  1. Reply
  2. User
  3. Ticket

A Ticket is related to a User through a foreign key named author (ObjectId). This is used to depict what user created the ticket. Only Customers can create tickets.

A Reply is related to a Ticket through a foreign key named ticketId (ObjectId). This is used to depict what ticket this reply was added to.

Tickets have a hex encoded ObjectId from MongoDB and also a uniquely stored ticketId (integer) which is more memorable and is hence used to retrieve ticket information.

CODE ARCHITECTURE

GENERAL

It's a controller based architecture that uses custom decorators to define metadata on each controller method and register them to the express global router.

  • @Authorized decorator ensures that users are authorized to access the controller they decorate.
  • @{http method} decorators define the route and http method a controller is meant to handle. e.g: @POST("/login"). It is responsible for handling errors thrown by controllers and also relaying their output to the response object.
  • @Paginated decorator processes the query params and pulls out params that represent paging configurations and makes that available to the controller.

FILE STRUCTURE

src/@decorators/

contains decorators that define the behavior of controller methods they decorate. Reason for using the decorator pattern is that they eliminate the need to explicitly configure the routes which would normally require an additional directory to store route configurations like below:

/* filename: src/controllers/users.ts */

class UserController {
    async getUsers(req, res){
        // controller logic goes here
    }
}

/* filename: src/routes/users.ts */

import UserController from "src/controllers/users";

const userController = new UserController();

router.get("/users", userController.getUsers)

decorators are clearly cleaner, easier to understand and constitute lesser code:

class UserController {
    @GET("users")
    async getUsers({}: ControllerData){
        // controller logic goes here
    }
}

src/@types/

contains type definitions for the entire project.

src/config/

contains project based configurations. Things like database configs, security configs, etc. go in here.

src/controllers/

contains controllers that execute business logic.

src/models/

contains mongoose model definitions

src/tests/

contains tests. Jest and supertest were used to write tests.

src/utils/

contains utilities that are used project wide.

src/index.ts

serves as the entry point of the application.

src/loader.ts

helps initialize controller decorators.

src/server.ts

responsible for server based configurations.

DEPENDENCIES

All dependencies used in this project are freely available at npmjs.com
They are located under the dependencies section in package.json

REST API REFERENCE

NB: The header Content-Type should be application/json unless specified otherwise.

LOGIN

POST /api/v1/login

{
    "username": "kayode",
    "pin": "0000"
}

Response
{
    "error": false,
    "message": "User was created successfully",
    "data": {
        "_id": "6074ce017949c4317ee9e2bc",
        "username": "benjamin",
        "role": "SUPPORT_AGENT",
        "createdAt": "2021-04-12T22:47:29.673Z",
        "updatedAt": "2021-04-12T22:47:29.673Z",
        "__v": 0
    },
    "token": "<token>"
}

CREATE TICKET

POST /api/v1/tickets
Authorization: Bearer

{
    "subject": "Issue related to logging in",
    "body": "I have been unable to login for the past two weeks. It keeps returning the error 'username does not exist'. Please fix this"
}

Response
{
    "error": false,
    "message": "Ticket was created successfully",
    "data": {
        "status": "UNATTENDED",
        "_id": "6074fa67a59f1b34511af28d",
        "subject": "Issue related to logging in",
        "body": "I have been unable to login for the past two weeks. It keeps returning the error 'username does not exist'. Please fix this",
        "ticketId": 5,
        "author": "6074ce017949c4317ee9e2bd",
        "createdAt": "2021-04-13T01:56:55.986Z",
        "updatedAt": "2021-04-13T01:56:55.986Z",
        "__v": 0
    }
}

GET TICKETS

GET /api/v1/tickets
Authorization: Bearer

Response
{
    "error": false,
    "message": "Tickets retrieved successfully",
    "data": [
        {
            "status": "RESOLVED",
            "_id": "6074fa5ca59f1b34511af289",
            "subject": "Issue related to logging in",
            "body": "I have been unable to login for the past two weeks. It keeps returning the error 'username does not exist'. Please fix this",
            "ticketId": 1,
            "author": "6074ce017949c4317ee9e2bd",
            "createdAt": "2021-04-13T01:56:44.234Z",
            "updatedAt": "2021-04-13T02:00:15.952Z",
            "__v": 0,
            "resolvedAt": "2021-04-13T02:00:15.949Z"
        },
        {
            "status": "UNATTENDED",
            "_id": "6074fa62a59f1b34511af28a",
            "subject": "Issue related to logging in",
            "body": "I have been unable to login for the past two weeks. It keeps returning the error 'username does not exist'. Please fix this",
            "ticketId": 2,
            "author": "6074ce017949c4317ee9e2bd",
            "createdAt": "2021-04-13T01:56:50.430Z",
            "updatedAt": "2021-04-13T01:56:50.430Z",
            "__v": 0
        }
    ]
}

GET TICKET BY TICKET ID

GET /api/v1/tickets/:ticketId
Authorization: Bearer

Response
{
    "error": false,
    "message": "Ticket retrieved successfully",
    "data": {
        "status": "RESOLVED",
        "_id": "6074fa5ca59f1b34511af289",
        "subject": "Issue related to logging in",
        "body": "I have been unable to login for the past two weeks. It keeps returning the error 'username does not exist'. Please fix this",
        "ticketId": 1,
        "author": "6074ce017949c4317ee9e2bd",
        "createdAt": "2021-04-13T01:56:44.234Z",
        "updatedAt": "2021-04-13T02:00:15.952Z",
        "__v": 0,
        "resolvedAt": "2021-04-13T02:00:15.949Z"
    }
}

UPDATE TICKET BY TICKET ID

PUT /api/v1/tickets/:ticketId
Authorization: Bearer

{
    "status": "RESOLVED"
}

Response
{
    "error": false,
    "message": "Ticket updated successfully",
    "data": null
}

GENERATE RESOLVED TICKETS REPORT

GET /api/v1/tickets/resolved-report
Authorization: Bearer

Response
---- CSV ENCODED STRING ----

CREATE TICKET REPLY

POST /api/v1/tickets/:id/replies
Authorization: Bearer

{
    "body": "That actually worked. Greatttt!! Thanks Customer Service"
}

Response
{
    "error": false,
    "message": "Reply was created successfully",
    "data": {
        "_id": "6074faf873e20b3458ceb2ec",
        "body": "That actually worked. Greatttt!! Thanks Customer Service",
        "author": "6074ce017949c4317ee9e2bd",
        "ticketId": "6074fa5ca59f1b34511af289",
        "createdAt": "2021-04-13T01:59:20.044Z",
        "updatedAt": "2021-04-13T01:59:20.044Z",
        "__v": 0
    }
}

GET TICKET REPLIES

GET /api/v1/tickets/:id/replies
Authorization: Bearer

Response
{
    "error": false,
    "message": "Replies retrieved successfully",
    "data": [
        {
            "_id": "6074fa8ba59f1b34511af28e",
            "body": "Hello! can you describe your issue more clearly?",
            "author": "6074ce017949c4317ee9e2bc",
            "ticketId": "6074fa5ca59f1b34511af289",
            "createdAt": "2021-04-13T01:57:31.027Z",
            "updatedAt": "2021-04-13T01:57:31.027Z",
            "__v": 0
        },
        {
            "_id": "6074faafa59f1b34511af28f",
            "body": "Yes! I have been stuck on the login screen for a while. It shows me a red indicator and closes the tab",
            "author": "6074ce017949c4317ee9e2bd",
            "ticketId": "6074fa5ca59f1b34511af289",
            "createdAt": "2021-04-13T01:58:07.731Z",
            "updatedAt": "2021-04-13T01:58:07.731Z",
            "__v": 0
        },
        {
            "_id": "6074fae173e20b3458ceb2eb",
            "body": "can you try logging into the vendor console?",
            "author": "6074ce017949c4317ee9e2bc",
            "ticketId": "6074fa5ca59f1b34511af289",
            "createdAt": "2021-04-13T01:58:57.688Z",
            "updatedAt": "2021-04-13T01:58:57.688Z",
            "__v": 0
        },
        {
            "_id": "6074faf873e20b3458ceb2ec",
            "body": "That actually worked. Greatttt!! Thanks Customer Service",
            "author": "6074ce017949c4317ee9e2bd",
            "ticketId": "6074fa5ca59f1b34511af289",
            "createdAt": "2021-04-13T01:59:20.044Z",
            "updatedAt": "2021-04-13T01:59:20.044Z",
            "__v": 0
        }
    ]
}

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