Help Desk status timing (1.17.0) — Production Readiness Audit

Field	Value
Date	2026-10-13
Status	Go for production
Re-verified	2026-10-13 — Pest HelpDeskStatusTimingTest 4/4; headed Playwright Help Desk workflow 2/2 (E2E_BROWSER_CHANNEL=chrome)
Scope	Per-status timing on Help Desk tickets (started_at / resolved_at, status_changed durations, detail timing summary as DD:HH:MM)
Companion	Help Desk deployment · Tasks status timing 1.10.0 · CHANGELOG

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Executive summary

Mirrors Tasks 1.10.0 status timing for Help Desk. Tickets record time spent in each status; first enter to In Progress sets started_at; first Resolved or Closed sets resolved_at. Reopen to Open clears both and starts a new timing cycle. SPA Timeline (full page + list peek Activity) shows the summary and per-transition durations.

Gate	Result
Platform freeze	Pass
No new permissions	Pass
Migrate-only catalog 1.17.0	Pass
Pest HelpDeskStatusTimingTest	Pass
Headed Playwright Help Desk workflow timing assert	Pass (Created → Resolved on Timeline)
WhatsApp auto-ticket / bidirectional sync	Deferred (next PR)

Upgrade & staging smoke

1. php artisan migrate --force — columns + catalog bump (do not db:seed).
2. Confirm catalog: help-desk 1.17.0.
3. Create a ticket → In Progress → Resolved/Closed → Timeline shows Created → Resolved and status segment durations.
4. Reopen → timing cycle clears; work again and confirm a new cycle.

Rollback

Catalog down → help-desk 1.16.0 with matching code. Drop started_at / resolved_at if rolling back schema.