[CLAUDE] Office: P11-D ItTicket auto-assign round-robin + SLA timer (Wave 2, Mig 46)

Mig 46 AddSlaFieldsToItTicket (SlaDueAt/SlaWarnedSent/SlaBreached). CreateItTicketHandler: round-robin least-loaded assign cho IT staff (dept Code=IT, tie-break Id) + SlaDueAt theo Priority (Urgent 4h/High 8h/Medium 24h/Low 72h). ItTicketSlaJob background (breach+warning notify, KHONG auto-transition). PUT /{id}/assign admin override. DbInitializer seed dept IT + 2 sample staff (nv.cao/nv.truong). FE ItTicketsPage +MaTicket+assignee+SLA badge (2 app SHA256 mirror). +9 test (191->200). Self-review PASS (seed<->query dept-code verified; em main solo review do session-limit kill reviewer-spawn).

Co-Authored-By: Claude Opus 4.8 (1M context) <noreply@anthropic.com>

src/Backend/SolutionErp.Api/Controllers/ItTicketsController.cs

@@ -29,5 +29,15 @@ public class ItTicketsController(IMediator mediator) : ControllerBase
         return NoContent();
     }
 
+    // P11-D: admin re-assign ticket cho IT staff (override round-robin auto-assign).
+    [HttpPut("{id:guid}/assign")]
+    [Authorize(Roles = "Admin")]
+    public async Task<IActionResult> Assign(Guid id, [FromBody] AssignItTicketBody body)
+    {
+        await mediator.Send(new AssignItTicketCommand(id, body.AssignedToUserId));
+        return NoContent();
+    }
+
     public record UpdateItTicketStatusBody(int Status, string? Resolution);
+    public record AssignItTicketBody(Guid AssignedToUserId);
 }

src/Backend/SolutionErp.Application/Office/WorkflowAppsFeatures.cs

@@ -312,7 +312,8 @@ public class GetVehicleBookingsHandler(IApplicationDbContext db)
 
 public record ItTicketDto(Guid Id, string? MaTicket, Guid RequesterUserId, string RequesterFullName,
     string Title, string Description, int Category, int Priority, int Status,
-    Guid? AssignedToUserId, string? AssignedToFullName, DateTime? ResolvedAt, string? Resolution, DateTime CreatedAt);
+    Guid? AssignedToUserId, string? AssignedToFullName, DateTime? ResolvedAt, string? Resolution, DateTime CreatedAt,
+    DateTime? SlaDueAt, bool SlaBreached);
 
 public record CreateItTicketCommand(string Title, string Description, int Category, int Priority) : IRequest<Guid>;
 
@@ -330,9 +331,21 @@ public class CreateItTicketValidator : AbstractValidator<CreateItTicketCommand>
 public class CreateItTicketHandler(IApplicationDbContext db, ICurrentUser cu, IDateTime clock)
     : IRequestHandler<CreateItTicketCommand, Guid>
 {
+    // P11-D (Mig 46) — SLA window theo Priority. Source-of-truth shared với
+    // ItTicketSlaJob (warning/breach tính cùng map). Urgent gấp nhất → 4h.
+    public static readonly IReadOnlyDictionary<ItTicketPriority, TimeSpan> SlaWindow =
+        new Dictionary<ItTicketPriority, TimeSpan>
+        {
+            [ItTicketPriority.Urgent] = TimeSpan.FromHours(4),
+            [ItTicketPriority.High] = TimeSpan.FromHours(8),
+            [ItTicketPriority.Medium] = TimeSpan.FromHours(24),
+            [ItTicketPriority.Low] = TimeSpan.FromHours(72),
+        };
+
     public async Task<Guid> Handle(CreateItTicketCommand req, CancellationToken ct)
     {
         if (cu.UserId is null) throw new UnauthorizedException();
+        var priority = (ItTicketPriority)req.Priority;
         var e = new ItTicket
         {
             RequesterUserId = cu.UserId.Value,
@@ -340,7 +353,7 @@ public class CreateItTicketHandler(IApplicationDbContext db, ICurrentUser cu, ID
             Title = req.Title.Trim(),
             Description = req.Description.Trim(),
             Category = (ItTicketCategory)req.Category,
-            Priority = (ItTicketPriority)req.Priority,
+            Priority = priority,
             Status = ItTicketStatus.Open,
             CreatedAt = clock.UtcNow,
             CreatedBy = cu.UserId,
@@ -348,6 +361,32 @@ public class CreateItTicketHandler(IApplicationDbContext db, ICurrentUser cu, ID
         // P11-F: gen mã ticket lúc Create (ItTicket = kanban KHÔNG workflow,
         // khác Leave/OT gen lúc Submit). Format "IT/2026/001" (Serializable tx atomic).
         e.MaTicket = await WorkflowAppCodeGen.GenerateMaDonTuAsync(db, "IT", clock.Now.Year, clock, ct);
+
+        // P11-D: SLA due = CreatedAt + window theo Priority (default Medium 24h nếu lạ).
+        e.SlaDueAt = e.CreatedAt + (SlaWindow.TryGetValue(priority, out var w) ? w : TimeSpan.FromHours(24));
+
+        // P11-D: round-robin least-loaded — assign cho IT staff (Department.Code=="IT")
+        // ít ticket-mở nhất. Tie-break theo Id (deterministic). Không có ai trong IT
+        // → để unassigned (admin assign tay sau qua /assign).
+        var itDeptId = await db.Departments.AsNoTracking()
+            .Where(d => d.Code == "IT" && !d.IsDeleted)
+            .Select(d => (Guid?)d.Id)
+            .FirstOrDefaultAsync(ct);
+        if (itDeptId is Guid deptId)
+        {
+            var assignee = await db.Users
+                .Where(u => u.DepartmentId == deptId && u.IsActive)
+                .OrderBy(u => db.ItTickets.Count(t => t.AssignedToUserId == u.Id
+                    && t.Status != ItTicketStatus.Closed && t.Status != ItTicketStatus.Resolved && !t.IsDeleted))
+                .ThenBy(u => u.Id)
+                .FirstOrDefaultAsync(ct);
+            if (assignee is not null)
+            {
+                e.AssignedToUserId = assignee.Id;
+                e.AssignedToFullName = assignee.FullName;
+            }
+        }
+
         db.ItTickets.Add(e);
         await db.SaveChangesAsync(ct);
         return e.Id;
@@ -374,7 +413,8 @@ public class GetItTicketsHandler(IApplicationDbContext db)
         var items = await query.OrderByDescending(x => x.CreatedAt).Skip((page - 1) * pageSize).Take(pageSize)
             .Select(x => new ItTicketDto(x.Id, x.MaTicket, x.RequesterUserId, x.RequesterFullName,
                 x.Title, x.Description, (int)x.Category, (int)x.Priority, (int)x.Status,
-                x.AssignedToUserId, x.AssignedToFullName, x.ResolvedAt, x.Resolution, x.CreatedAt))
+                x.AssignedToUserId, x.AssignedToFullName, x.ResolvedAt, x.Resolution, x.CreatedAt,
+                x.SlaDueAt, x.SlaBreached))
             .ToListAsync(ct);
         return new PagedResult<ItTicketDto>(items, total, page, pageSize);
     }
@@ -400,6 +440,38 @@ public class UpdateItTicketStatusHandler(IApplicationDbContext db, ICurrentUser
     }
 }
 
+// P11-D: admin re-assign ticket cho IT staff cụ thể (override round-robin auto-assign
+// lúc Create). Denorm AssignedToFullName từ User.FullName tại thời điểm gán.
+public record AssignItTicketCommand(Guid Id, Guid AssignedToUserId) : IRequest;
+
+public class AssignItTicketValidator : AbstractValidator<AssignItTicketCommand>
+{
+    public AssignItTicketValidator()
+    {
+        RuleFor(x => x.Id).NotEmpty();
+        RuleFor(x => x.AssignedToUserId).NotEmpty();
+    }
+}
+
+public class AssignItTicketHandler(IApplicationDbContext db, ICurrentUser cu, IDateTime clock)
+    : IRequestHandler<AssignItTicketCommand>
+{
+    public async Task Handle(AssignItTicketCommand req, CancellationToken ct)
+    {
+        if (cu.UserId is null) throw new UnauthorizedException();
+        var t = await db.ItTickets.FirstOrDefaultAsync(x => x.Id == req.Id && !x.IsDeleted, ct);
+        if (t is null) throw new NotFoundException("ItTicket", req.Id);
+        var assignee = await db.Users.AsNoTracking()
+            .FirstOrDefaultAsync(u => u.Id == req.AssignedToUserId && u.IsActive, ct);
+        if (assignee is null) throw new NotFoundException("User", req.AssignedToUserId);
+        t.AssignedToUserId = assignee.Id;
+        t.AssignedToFullName = assignee.FullName;
+        t.UpdatedAt = clock.UtcNow;
+        t.UpdatedBy = cu.UserId;
+        await db.SaveChangesAsync(ct);
+    }
+}
+
 // =========================================================================
 // REGION 6: Attendance (G-P1)
 // =========================================================================

src/Backend/SolutionErp.Domain/Office/ItTicket.cs

@@ -23,4 +23,12 @@ public class ItTicket : AuditableEntity
 
     public DateTime? ResolvedAt { get; set; }
     public string? Resolution { get; set; }               // ghi chú giải pháp (free text replace ItTicketComments thread defer Phase 11)
+
+    // P11-D (Mig 46 — Wave 2) — SLA timer. SlaDueAt = CreatedAt + window theo Priority
+    // (Urgent=4h / High=8h / Medium=24h / Low=72h). ItTicketSlaJob (BackgroundService
+    // 15 phút) set SlaWarnedSent khi còn ≤20% window + SlaBreached khi quá hạn (notify
+    // assignee). NO auto-transition status (khác SlaExpiryJob của HĐ — ticket chỉ cảnh báo).
+    public DateTime? SlaDueAt { get; set; }
+    public bool SlaWarnedSent { get; set; }
+    public bool SlaBreached { get; set; }
 }

src/Backend/SolutionErp.Infrastructure/DependencyInjection.cs

@@ -45,6 +45,8 @@ public static class DependencyInjection
 
         // Phase 3 iteration 2 — SLA auto-approve background service
         services.AddHostedService<SlaExpiryJob>();
+        // Phase 11 P11-D — IT ticket SLA timer (warning ≤20% + breach, no auto-transition)
+        services.AddHostedService<ItTicketSlaJob>();
 
         services.AddScoped<AuditingInterceptor>();
         services.AddScoped<NotificationPushInterceptor>();

src/Backend/SolutionErp.Infrastructure/HostedServices/ItTicketSlaJob.cs

@@ -0,0 +1,143 @@
+using Microsoft.EntityFrameworkCore;
+using Microsoft.Extensions.DependencyInjection;
+using Microsoft.Extensions.Hosting;
+using Microsoft.Extensions.Logging;
+using SolutionErp.Application.Common.Interfaces;
+using SolutionErp.Application.Notifications;
+using SolutionErp.Application.Office;
+using SolutionErp.Domain.Notifications;
+using SolutionErp.Domain.Office;
+
+namespace SolutionErp.Infrastructure.HostedServices;
+
+// P11-D (Mig 46 — Phase 11 Wave 2) — SLA timer cho IT helpdesk ticket.
+// Mirror pattern SlaExpiryJob (HĐ) NHƯNG KHÔNG auto-transition status — ticket
+// chỉ CẢNH BÁO (warning ≤20% window + breach quá hạn) gửi notification cho assignee.
+// Status flow (Open → InProgress → Resolved → Closed) do IT staff điều khiển tay.
+// Chạy mỗi 15 phút, warmup 30s tránh race DbInitializer migrate.
+// SLA window theo Priority = source-of-truth CreateItTicketHandler.SlaWindow (shared).
+public class ItTicketSlaJob : BackgroundService
+{
+    private readonly IServiceProvider _sp;
+    private readonly ILogger<ItTicketSlaJob> _logger;
+    private static readonly TimeSpan Interval = TimeSpan.FromMinutes(15);
+
+    public ItTicketSlaJob(IServiceProvider sp, ILogger<ItTicketSlaJob> logger)
+    {
+        _sp = sp;
+        _logger = logger;
+    }
+
+    protected override async Task ExecuteAsync(CancellationToken stoppingToken)
+    {
+        await Task.Delay(TimeSpan.FromSeconds(30), stoppingToken);
+
+        while (!stoppingToken.IsCancellationRequested)
+        {
+            try
+            {
+                await ProcessAsync(stoppingToken);
+            }
+            catch (Exception ex)
+            {
+                _logger.LogError(ex, "ItTicketSlaJob iteration failed");
+            }
+            await Task.Delay(Interval, stoppingToken);
+        }
+    }
+
+    private async Task ProcessAsync(CancellationToken ct)
+    {
+        await using var scope = _sp.CreateAsyncScope();
+        var db = scope.ServiceProvider.GetRequiredService<IApplicationDbContext>();
+        var dateTime = scope.ServiceProvider.GetRequiredService<IDateTime>();
+        var notifications = scope.ServiceProvider.GetRequiredService<INotificationService>();
+
+        var now = dateTime.UtcNow;
+
+        await ProcessBreachesAsync(db, notifications, now, ct);
+        await ProcessWarningsAsync(db, notifications, now, ct);
+    }
+
+    // Breach: ticket quá hạn SLA mà chưa đánh dấu breach + còn open (chưa Resolved/Closed).
+    // Set SlaBreached=true + notify assignee (nếu có). Idempotent qua !SlaBreached guard.
+    private async Task ProcessBreachesAsync(
+        IApplicationDbContext db, INotificationService notifications,
+        DateTime now, CancellationToken ct)
+    {
+        var breached = await db.ItTickets
+            .Where(t => t.SlaDueAt != null && t.SlaDueAt < now
+                && !t.SlaBreached
+                && t.Status != ItTicketStatus.Resolved && t.Status != ItTicketStatus.Closed
+                && !t.IsDeleted)
+            .ToListAsync(ct);
+
+        if (breached.Count == 0) return;
+
+        foreach (var t in breached)
+        {
+            if (t.AssignedToUserId is Guid assignee)
+            {
+                await notifications.NotifyAsync(
+                    assignee,
+                    NotificationType.SlaWarning,
+                    title: $"⚠ Ticket {t.MaTicket ?? t.Title} quá hạn SLA",
+                    description: $"Ticket \"{t.Title}\" đã quá hạn xử lý SLA. Vui lòng ưu tiên xử lý.",
+                    href: $"/it-tickets/{t.Id}",
+                    refId: t.Id,
+                    ct: ct);
+            }
+            t.SlaBreached = true;
+        }
+
+        await db.SaveChangesAsync(ct);
+        _logger.LogInformation("ItTicketSlaJob: {Count} tickets breached SLA.", breached.Count);
+    }
+
+    // Warning: ticket chưa warning + còn open + còn ≤20% window (theo Priority) trước hạn.
+    // Notify assignee + set SlaWarnedSent=true. Idempotent qua !SlaWarnedSent guard.
+    private async Task ProcessWarningsAsync(
+        IApplicationDbContext db, INotificationService notifications,
+        DateTime now, CancellationToken ct)
+    {
+        var candidates = await db.ItTickets
+            .Where(t => !t.SlaWarnedSent
+                && t.SlaDueAt != null && t.SlaDueAt > now
+                && t.Status != ItTicketStatus.Resolved && t.Status != ItTicketStatus.Closed
+                && !t.IsDeleted)
+            .ToListAsync(ct);
+
+        if (candidates.Count == 0) return;
+
+        int warned = 0;
+        foreach (var t in candidates)
+        {
+            var window = CreateItTicketHandler.SlaWindow.TryGetValue(t.Priority, out var w)
+                ? w : TimeSpan.FromHours(24);
+            var threshold = TimeSpan.FromTicks((long)(window.Ticks * 0.2));
+            var remaining = t.SlaDueAt!.Value - now;
+            if (remaining > threshold) continue;       // còn nhiều SLA → skip
+
+            if (t.AssignedToUserId is Guid assignee)
+            {
+                var hoursLeft = Math.Max(1, (int)remaining.TotalHours);
+                await notifications.NotifyAsync(
+                    assignee,
+                    NotificationType.SlaWarning,
+                    title: $"⚠ Ticket {t.MaTicket ?? t.Title} sắp quá hạn ({hoursLeft}h)",
+                    description: $"Ticket \"{t.Title}\" còn ~{hoursLeft}h trước hạn xử lý SLA.",
+                    href: $"/it-tickets/{t.Id}",
+                    refId: t.Id,
+                    ct: ct);
+            }
+            t.SlaWarnedSent = true;
+            warned++;
+        }
+
+        if (warned > 0)
+        {
+            await db.SaveChangesAsync(ct);
+            _logger.LogInformation("ItTicketSlaJob: {Count} warnings dispatched (≤20% SLA).", warned);
+        }
+    }
+}

src/Backend/SolutionErp.Infrastructure/Persistence/DbInitializer.cs

@@ -88,6 +88,10 @@ public static class DbInitializer
         await SeedAdminAsync(userManager, logger);
         await SeedDepartmentsAsync(db, logger);
         await SeedDemoUsersAsync(db, userManager, logger);
+        // Phase 11 P11-D (Mig 46 — Wave 2) — gán 2 sample user vào Phòng CNTT (IT staff)
+        // cho round-robin auto-assign ticket. PHẢI sau SeedDemoUsersAsync (reconcile dept
+        // trước → method này override về IT). Infrastructure data (NOT gated DemoSeed).
+        await SeedItDepartmentStaffAsync(db, userManager, logger);
         // Plan B G-H1 (Mig 34 S33 2026-05-26) — seed EmployeeProfile 1-1 với
         // mọi user @solutions.com.vn. Idempotent. NOT gated DemoSeed flag
         // (infrastructure data, mirror Mig 32 SeedSampleContractWorkflowV2
@@ -2074,6 +2078,7 @@ public static class DbInitializer
             ("EQU", "Phòng Thiết bị",               "Equipment — thuê/mua máy móc"),
             ("HRA", "Phòng Nhân sự - Hành chính",   "HRA/ISO — đóng dấu HĐ sau BOD ký"),
             ("BOD", "Ban Giám đốc",                 "Board of Directors — ký duyệt HĐ"),
+            ("IT",  "Phòng CNTT",                   "IT helpdesk — tiếp nhận + xử lý ticket CNTT (P11-D round-robin assign)"),
         };
 
         var existingCodes = await db.Departments.Select(d => d.Code).ToListAsync();
@@ -2091,6 +2096,52 @@ public static class DbInitializer
         }
     }
 
+    // P11-D (Wave 2) — gán 2 SAMPLE demo user vào Phòng CNTT (IT) làm IT staff
+    // để round-robin auto-assign ticket có người nhận ngày 1. CHỈ đụng 2 sample
+    // user (nv.cao + nv.truong — prefix nv.* = sample, KHÔNG phải 14 Solutions
+    // real user). Idempotent: chỉ set DepartmentId nếu user CHƯA thuộc IT.
+    //
+    // ⚠️ PHẢI chạy SAU SeedDemoUsersAsync: method đó reconcile DepartmentId 2 user
+    // này về PRO/CCM (hardcoded deptCode) mỗi lần boot. Chạy sau → override về IT.
+    // End-state sau mỗi full SeedAsync = deterministic (IT). Infrastructure data
+    // (NOT gated DemoSeed flag, gotcha #51).
+    private static async Task SeedItDepartmentStaffAsync(
+        ApplicationDbContext db, UserManager<User> userManager, ILogger logger)
+    {
+        var itDept = await db.Departments.FirstOrDefaultAsync(d => d.Code == "IT" && !d.IsDeleted);
+        if (itDept is null)
+        {
+            logger.LogWarning("SeedItDepartmentStaffAsync: skip — phòng IT chưa seed (chạy SeedDepartmentsAsync trước).");
+            return;
+        }
+
+        // 2 sample user (Drafter-only) chuyển sang IT staff. KHÔNG đụng real user.
+        var sampleItStaffEmails = new[]
+        {
+            "nv.cao@solutions.com.vn",      // Cao Văn Long
+            "nv.truong@solutions.com.vn",   // Trương Minh Quân
+        };
+
+        int assigned = 0;
+        foreach (var email in sampleItStaffEmails)
+        {
+            var user = await userManager.FindByEmailAsync(email);
+            if (user is null)
+            {
+                logger.LogWarning("SeedItDepartmentStaffAsync: sample user {Email} not found — skip.", email);
+                continue;
+            }
+            if (user.DepartmentId == itDept.Id) continue;   // đã thuộc IT → idempotent skip
+            user.DepartmentId = itDept.Id;
+            user.UpdatedAt = DateTime.UtcNow;
+            await userManager.UpdateAsync(user);
+            assigned++;
+        }
+
+        if (assigned > 0)
+            logger.LogInformation("SeedItDepartmentStaffAsync: gán {Count} sample user vào Phòng CNTT (IT staff).", assigned);
+    }
+
     // Sample master data for UAT/demo — per-code idempotent (skip Code đã có,
     // add Code mới). Cho phép admin add/sửa supplier/project mà restart không
     // clobber, đồng thời cho phép expand seed list theo thời gian.

src/Backend/SolutionErp.Infrastructure/Persistence/Migrations/20260608054312_AddSlaFieldsToItTicket.cs

@@ -0,0 +1,51 @@
+using System;
+using Microsoft.EntityFrameworkCore.Migrations;
+
+#nullable disable
+
+namespace SolutionErp.Infrastructure.Persistence.Migrations
+{
+    /// <inheritdoc />
+    public partial class AddSlaFieldsToItTicket : Migration
+    {
+        /// <inheritdoc />
+        protected override void Up(MigrationBuilder migrationBuilder)
+        {
+            migrationBuilder.AddColumn<bool>(
+                name: "SlaBreached",
+                table: "ItTickets",
+                type: "bit",
+                nullable: false,
+                defaultValue: false);
+
+            migrationBuilder.AddColumn<DateTime>(
+                name: "SlaDueAt",
+                table: "ItTickets",
+                type: "datetime2",
+                nullable: true);
+
+            migrationBuilder.AddColumn<bool>(
+                name: "SlaWarnedSent",
+                table: "ItTickets",
+                type: "bit",
+                nullable: false,
+                defaultValue: false);
+        }
+
+        /// <inheritdoc />
+        protected override void Down(MigrationBuilder migrationBuilder)
+        {
+            migrationBuilder.DropColumn(
+                name: "SlaBreached",
+                table: "ItTickets");
+
+            migrationBuilder.DropColumn(
+                name: "SlaDueAt",
+                table: "ItTickets");
+
+            migrationBuilder.DropColumn(
+                name: "SlaWarnedSent",
+                table: "ItTickets");
+        }
+    }
+}

src/Backend/SolutionErp.Infrastructure/Persistence/Migrations/ApplicationDbContextModelSnapshot.cs

@@ -3793,6 +3793,15 @@ namespace SolutionErp.Infrastructure.Persistence.Migrations
                     b.Property<DateTime?>("ResolvedAt")
                         .HasColumnType("datetime2");
 
+                    b.Property<bool>("SlaBreached")
+                        .HasColumnType("bit");
+
+                    b.Property<DateTime?>("SlaDueAt")
+                        .HasColumnType("datetime2");
+
+                    b.Property<bool>("SlaWarnedSent")
+                        .HasColumnType("bit");
+
                     b.Property<int>("Status")
                         .HasColumnType("int");