From b52e67c42873d868d4218bfcddd7aac12385d123 Mon Sep 17 00:00:00 2001
From: Wian Drs <wian274@gmail.com>
Date: Mon, 22 Jun 2026 13:34:49 +0700
Subject: [PATCH] ticker work proses

---
 app/Enums/TicketStatus.php                    |  17 +
 .../Ticket/TicketWorkflowController.php       | 247 +++++++++++++
 .../Requests/Ticket/ApproveTicketRequest.php  |  29 ++
 .../Requests/Ticket/AssignTicketRequest.php   |  30 ++
 .../Requests/Ticket/CancelTicketRequest.php   |  29 ++
 .../Requests/Ticket/CloseTicketRequest.php    |  29 ++
 .../Requests/Ticket/EscalateTicketRequest.php |  37 ++
 .../Requests/Ticket/PendingTicketRequest.php  |  29 ++
 .../Requests/Ticket/ReassignTicketRequest.php |  40 ++
 .../Requests/Ticket/RejectTicketRequest.php   |  29 ++
 .../Requests/Ticket/ResolveTicketRequest.php  |  29 ++
 .../Requests/Ticket/StartTicketRequest.php    |  31 ++
 app/Models/Ticket.php                         |  22 ++
 app/Models/TicketApproval.php                 |  11 +-
 app/Models/TicketAssignment.php               |  11 +-
 app/Models/TicketType.php                     |  26 +-
 app/Services/Ticket/TicketWorkflowService.php | 341 ++++++++++++++++++
 .../Ticket/TicketWorkflowValidator.php        |  22 ++
 ...06_19_044044_create_ticket_types_table.php |   5 +
 database/seeders/DatabaseSeeder.php           |   3 +
 database/seeders/TicketTypeSeeder.php         | 145 ++++++++
 routes/api.php                                |  47 ++-
 22 files changed, 1193 insertions(+), 16 deletions(-)
 create mode 100644 app/Enums/TicketStatus.php
 create mode 100644 app/Http/Controllers/Ticket/TicketWorkflowController.php
 create mode 100644 app/Http/Requests/Ticket/ApproveTicketRequest.php
 create mode 100644 app/Http/Requests/Ticket/AssignTicketRequest.php
 create mode 100644 app/Http/Requests/Ticket/CancelTicketRequest.php
 create mode 100644 app/Http/Requests/Ticket/CloseTicketRequest.php
 create mode 100644 app/Http/Requests/Ticket/EscalateTicketRequest.php
 create mode 100644 app/Http/Requests/Ticket/PendingTicketRequest.php
 create mode 100644 app/Http/Requests/Ticket/ReassignTicketRequest.php
 create mode 100644 app/Http/Requests/Ticket/RejectTicketRequest.php
 create mode 100644 app/Http/Requests/Ticket/ResolveTicketRequest.php
 create mode 100644 app/Http/Requests/Ticket/StartTicketRequest.php
 create mode 100644 app/Services/Ticket/TicketWorkflowService.php
 create mode 100644 app/Services/Ticket/TicketWorkflowValidator.php
 create mode 100644 database/seeders/TicketTypeSeeder.php

diff --git a/app/Enums/TicketStatus.php b/app/Enums/TicketStatus.php
new file mode 100644
index 0000000..7dba178
--- /dev/null
+++ b/app/Enums/TicketStatus.php
@@ -0,0 +1,17 @@
+<?php
+
+namespace App\Enums;
+
+enum TicketStatus:string
+{
+    case DRAFT = 'draft';
+    case OPEN = 'open';
+    case APPROVED = 'approved';
+    case ASSIGNED = 'assigned';
+    case PROGRESS = 'progress';
+    case PENDING = 'pending';
+    case RESOLVED = 'resolved';
+    case CLOSED = 'closed';
+    case CANCELLED = 'cancelled';
+    case REJECTED = 'rejected';
+}
\ No newline at end of file
diff --git a/app/Http/Controllers/Ticket/TicketWorkflowController.php b/app/Http/Controllers/Ticket/TicketWorkflowController.php
new file mode 100644
index 0000000..e55ce9d
--- /dev/null
+++ b/app/Http/Controllers/Ticket/TicketWorkflowController.php
@@ -0,0 +1,247 @@
+<?php
+
+namespace App\Http\Controllers\Ticket;
+
+use App\Http\Controllers\ApiController;
+use App\Http\Resources\Ticket\TicketResource;
+use App\Models\Ticket;
+use App\Services\Ticket\TicketWorkflowService;
+
+use App\Http\Requests\Ticket\AssignTicketRequest;
+use App\Http\Requests\Ticket\ReassignTicketRequest;
+use App\Http\Requests\Ticket\ApproveTicketRequest;
+use App\Http\Requests\Ticket\RejectTicketRequest;
+use App\Http\Requests\Ticket\PendingTicketRequest;
+use App\Http\Requests\Ticket\ResolveTicketRequest;
+use App\Http\Requests\Ticket\CloseTicketRequest;
+use App\Http\Requests\Ticket\CancelTicketRequest;
+use App\Http\Requests\Ticket\EscalateTicketRequest;
+use App\Http\Requests\Ticket\StartTicketRequest;
+
+class TicketWorkflowController extends ApiController
+{
+    public function __construct(
+        protected TicketWorkflowService $service
+    ) {}
+
+    /**
+     * History Workflow
+     */
+    public function history(Ticket $ticket)
+    {
+        $data = $this->service->history($ticket);
+
+        return $this->success(
+            $data,
+            'Workflow berhasil diambil'
+        );
+    }
+
+    /**
+     * Assign Teknisi
+     */
+    public function assign(
+        AssignTicketRequest $request,
+        Ticket $ticket
+    ) {
+        $ticket = $this->service->assign(
+            $ticket,
+            $request->technicians,
+            $request->leader_id,
+            auth()->id() ?? 1
+        );
+
+        return $this->success(
+            new TicketResource($ticket),
+            'Teknisi berhasil ditugaskan'
+        );
+    }
+
+    /**
+     * Reassign Teknisi
+     */
+    public function reassign(
+        ReassignTicketRequest $request,
+        Ticket $ticket
+    ) {
+        $ticket = $this->service->reassign(
+            $ticket,
+            $request->technicians,
+            $request->leader_id,
+            auth()->id() ?? 1
+        );
+
+        return $this->success(
+            new TicketResource($ticket),
+            'Penugasan berhasil diperbarui'
+        );
+    }
+
+    /**
+     * Approve
+     */
+    public function approve(
+        ApproveTicketRequest $request,
+        Ticket $ticket
+    ) {
+        $ticket = $this->service->approve(
+            $ticket,
+            $request->notes,
+            auth()->id() ?? 1
+        );
+
+        return $this->success(
+            new TicketResource($ticket),
+            'Ticket berhasil disetujui'
+        );
+    }
+
+    /**
+     * Reject
+     */
+    public function reject(
+        RejectTicketRequest $request,
+        Ticket $ticket
+    ) {
+        $ticket = $this->service->reject(
+            $ticket,
+            $request->reason,
+            auth()->id() ?? 1
+        );
+
+        return $this->success(
+            new TicketResource($ticket),
+            'Ticket berhasil ditolak'
+        );
+    }
+
+    /**
+     * Start Work
+     */
+    public function start(
+        StartTicketRequest $request,
+        Ticket $ticket
+    ) {
+        $ticket = $this->service->start(
+            $ticket,
+            $request->validated(),
+            auth()->id() ?? 1
+        );
+
+        return $this->success(
+            new TicketResource($ticket),
+            'Pekerjaan dimulai'
+        );
+    }
+
+    /**
+     * Pending
+     */
+    public function pending(
+        PendingTicketRequest $request,
+        Ticket $ticket
+    ) {
+        $ticket = $this->service->pending(
+            $ticket,
+            $request->reason,
+            auth()->id() ?? 1
+        );
+
+        return $this->success(
+            new TicketResource($ticket),
+            'Ticket pending'
+        );
+    }
+
+    /**
+     * Resume
+     */
+    public function resume(Ticket $ticket)
+    {
+        $ticket = $this->service->resume(
+            $ticket,
+            auth()->id() ?? 1
+        );
+
+        return $this->success(
+            new TicketResource($ticket),
+            'Ticket dilanjutkan'
+        );
+    }
+
+    /**
+     * Resolve
+     */
+    public function resolve(
+        ResolveTicketRequest $request,
+        Ticket $ticket
+    ) {
+        $ticket = $this->service->resolve(
+            $ticket,
+            $request->notes,
+            auth()->id() ?? 1
+        );
+
+        return $this->success(
+            new TicketResource($ticket),
+            'Ticket berhasil diselesaikan'
+        );
+    }
+
+    /**
+     * Close
+     */
+    public function close(
+        CloseTicketRequest $request,
+        Ticket $ticket
+    ) {
+        $ticket = $this->service->close(
+            $ticket,
+            $request->notes,
+            auth()->id() ?? 1
+        );
+
+        return $this->success(
+            new TicketResource($ticket),
+            'Ticket berhasil ditutup'
+        );
+    }
+
+    /**
+     * Cancel
+     */
+    public function cancel(
+        CancelTicketRequest $request,
+        Ticket $ticket
+    ) {
+        $ticket = $this->service->cancel(
+            $ticket,
+            $request->reason,
+            auth()->id() ?? 1
+        );
+
+        return $this->success(
+            new TicketResource($ticket),
+            'Ticket berhasil dibatalkan'
+        );
+    }
+
+    /**
+     * Escalate
+     */
+    public function escalate(
+        EscalateTicketRequest $request,
+        Ticket $ticket
+    ) {
+        $ticket = $this->service->escalate(
+            $ticket,
+            $request->reason,
+            auth()->id() ?? 1
+        );
+
+        return $this->success(
+            new TicketResource($ticket),
+            'Ticket berhasil dieskalasi'
+        );
+    }
+}
\ No newline at end of file
diff --git a/app/Http/Requests/Ticket/ApproveTicketRequest.php b/app/Http/Requests/Ticket/ApproveTicketRequest.php
new file mode 100644
index 0000000..f723aa1
--- /dev/null
+++ b/app/Http/Requests/Ticket/ApproveTicketRequest.php
@@ -0,0 +1,29 @@
+<?php
+
+namespace App\Http\Requests\Ticket;
+
+use Illuminate\Contracts\Validation\ValidationRule;
+use Illuminate\Foundation\Http\FormRequest;
+
+class ApproveTicketRequest extends FormRequest
+{
+    /**
+     * Determine if the user is authorized to make this request.
+     */
+    public function authorize(): bool
+    {
+        return true;
+    }
+
+    /**
+     * Get the validation rules that apply to the request.
+     *
+     * @return array<string, ValidationRule|array<mixed>|string>
+     */
+    public function rules(): array
+    {
+        return [
+            'notes' => 'nullable|string|max:1000'
+        ];
+    }
+}
diff --git a/app/Http/Requests/Ticket/AssignTicketRequest.php b/app/Http/Requests/Ticket/AssignTicketRequest.php
new file mode 100644
index 0000000..aed707a
--- /dev/null
+++ b/app/Http/Requests/Ticket/AssignTicketRequest.php
@@ -0,0 +1,30 @@
+<?php
+
+namespace App\Http\Requests\Ticket;
+
+use Illuminate\Contracts\Validation\ValidationRule;
+use Illuminate\Foundation\Http\FormRequest;
+
+class AssignTicketRequest extends FormRequest
+{
+    /**
+     * Determine if the user is authorized to make this request.
+     */
+    public function authorize(): bool
+    {
+        return true;
+    }
+
+    /**
+     * Get the validation rules that apply to the request.
+     *
+     * @return array<string, ValidationRule|array<mixed>|string>
+     */
+    public function rules(): array
+    {
+        return [
+            'technicians' => 'required|array|min:1',
+            'leader_id'   => 'required|integer',
+        ];
+    }
+}
diff --git a/app/Http/Requests/Ticket/CancelTicketRequest.php b/app/Http/Requests/Ticket/CancelTicketRequest.php
new file mode 100644
index 0000000..fd9ca4b
--- /dev/null
+++ b/app/Http/Requests/Ticket/CancelTicketRequest.php
@@ -0,0 +1,29 @@
+<?php
+
+namespace App\Http\Requests\Ticket;
+
+use Illuminate\Contracts\Validation\ValidationRule;
+use Illuminate\Foundation\Http\FormRequest;
+
+class CancelTicketRequest extends FormRequest
+{
+    /**
+     * Determine if the user is authorized to make this request.
+     */
+    public function authorize(): bool
+    {
+        return true;
+    }
+
+    /**
+     * Get the validation rules that apply to the request.
+     *
+     * @return array<string, ValidationRule|array<mixed>|string>
+     */
+    public function rules(): array
+    {
+        return [
+            'reason' => 'required|string|max:2000'
+        ];
+    }
+}
diff --git a/app/Http/Requests/Ticket/CloseTicketRequest.php b/app/Http/Requests/Ticket/CloseTicketRequest.php
new file mode 100644
index 0000000..29bfad2
--- /dev/null
+++ b/app/Http/Requests/Ticket/CloseTicketRequest.php
@@ -0,0 +1,29 @@
+<?php
+
+namespace App\Http\Requests\Ticket;
+
+use Illuminate\Contracts\Validation\ValidationRule;
+use Illuminate\Foundation\Http\FormRequest;
+
+class CloseTicketRequest extends FormRequest
+{
+    /**
+     * Determine if the user is authorized to make this request.
+     */
+    public function authorize(): bool
+    {
+        return true;
+    }
+
+    /**
+     * Get the validation rules that apply to the request.
+     *
+     * @return array<string, ValidationRule|array<mixed>|string>
+     */
+    public function rules(): array
+    {
+        return [
+            'notes' => 'nullable|string|max:2000'
+        ];
+    }
+}
diff --git a/app/Http/Requests/Ticket/EscalateTicketRequest.php b/app/Http/Requests/Ticket/EscalateTicketRequest.php
new file mode 100644
index 0000000..11c381f
--- /dev/null
+++ b/app/Http/Requests/Ticket/EscalateTicketRequest.php
@@ -0,0 +1,37 @@
+<?php
+
+namespace App\Http\Requests\Ticket;
+
+use Illuminate\Contracts\Validation\ValidationRule;
+use Illuminate\Foundation\Http\FormRequest;
+
+class EscalateTicketRequest extends FormRequest
+{
+    /**
+     * Determine if the user is authorized to make this request.
+     */
+    public function authorize(): bool
+    {
+        return true;
+    }
+
+    /**
+     * Get the validation rules that apply to the request.
+     *
+     * @return array<string, ValidationRule|array<mixed>|string>
+     */
+    public function rules(): array
+    {
+        return [
+            'reason' => 'required|string|max:2000',
+            'level'  => 'nullable|in:L1,L2,L3,NOC'
+        ];
+    }
+
+    public function messages(): array
+    {
+        return [
+            'reason.required' => 'Alasan eskalasi wajib diisi'
+        ];
+    }
+}
diff --git a/app/Http/Requests/Ticket/PendingTicketRequest.php b/app/Http/Requests/Ticket/PendingTicketRequest.php
new file mode 100644
index 0000000..eed1563
--- /dev/null
+++ b/app/Http/Requests/Ticket/PendingTicketRequest.php
@@ -0,0 +1,29 @@
+<?php
+
+namespace App\Http\Requests\Ticket;
+
+use Illuminate\Contracts\Validation\ValidationRule;
+use Illuminate\Foundation\Http\FormRequest;
+
+class PendingTicketRequest extends FormRequest
+{
+    /**
+     * Determine if the user is authorized to make this request.
+     */
+    public function authorize(): bool
+    {
+        return true;
+    }
+
+    /**
+     * Get the validation rules that apply to the request.
+     *
+     * @return array<string, ValidationRule|array<mixed>|string>
+     */
+    public function rules(): array
+    {
+        return [
+            'reason' => 'required|string|max:1000'
+        ];
+    }
+}
diff --git a/app/Http/Requests/Ticket/ReassignTicketRequest.php b/app/Http/Requests/Ticket/ReassignTicketRequest.php
new file mode 100644
index 0000000..03e1fb9
--- /dev/null
+++ b/app/Http/Requests/Ticket/ReassignTicketRequest.php
@@ -0,0 +1,40 @@
+<?php
+
+namespace App\Http\Requests\Ticket;
+
+use Illuminate\Contracts\Validation\ValidationRule;
+use Illuminate\Foundation\Http\FormRequest;
+
+class ReassignTicketRequest extends FormRequest
+{
+    /**
+     * Determine if the user is authorized to make this request.
+     */
+    public function authorize(): bool
+    {
+        return true;
+    }
+
+    /**
+     * Get the validation rules that apply to the request.
+     *
+     * @return array<string, ValidationRule|array<mixed>|string>
+     */
+    public function rules(): array
+    {
+        return [
+            'technicians'   => 'required|array|min:1',
+            'technicians.*' => 'integer',
+            'leader_id'     => 'required|integer'
+        ];
+    }
+
+    public function messages(): array
+    {
+        return [
+            'technicians.required' => 'Daftar teknisi wajib diisi',
+            'technicians.array'    => 'Format teknisi harus array',
+            'leader_id.required'   => 'Leader teknisi wajib dipilih'
+        ];
+    }
+}
diff --git a/app/Http/Requests/Ticket/RejectTicketRequest.php b/app/Http/Requests/Ticket/RejectTicketRequest.php
new file mode 100644
index 0000000..4908c0e
--- /dev/null
+++ b/app/Http/Requests/Ticket/RejectTicketRequest.php
@@ -0,0 +1,29 @@
+<?php
+
+namespace App\Http\Requests\Ticket;
+
+use Illuminate\Contracts\Validation\ValidationRule;
+use Illuminate\Foundation\Http\FormRequest;
+
+class RejectTicketRequest extends FormRequest
+{
+    /**
+     * Determine if the user is authorized to make this request.
+     */
+    public function authorize(): bool
+    {
+        return true;
+    }
+
+    /**
+     * Get the validation rules that apply to the request.
+     *
+     * @return array<string, ValidationRule|array<mixed>|string>
+     */
+    public function rules(): array
+    {
+        return [
+            'reason' => 'required|string|max:1000'
+        ];
+    }
+}
diff --git a/app/Http/Requests/Ticket/ResolveTicketRequest.php b/app/Http/Requests/Ticket/ResolveTicketRequest.php
new file mode 100644
index 0000000..b5140c8
--- /dev/null
+++ b/app/Http/Requests/Ticket/ResolveTicketRequest.php
@@ -0,0 +1,29 @@
+<?php
+
+namespace App\Http\Requests\Ticket;
+
+use Illuminate\Contracts\Validation\ValidationRule;
+use Illuminate\Foundation\Http\FormRequest;
+
+class ResolveTicketRequest extends FormRequest
+{
+    /**
+     * Determine if the user is authorized to make this request.
+     */
+    public function authorize(): bool
+    {
+        return true;
+    }
+
+    /**
+     * Get the validation rules that apply to the request.
+     *
+     * @return array<string, ValidationRule|array<mixed>|string>
+     */
+    public function rules(): array
+    {
+        return [
+            'notes' => 'required|string|max:2000'
+        ];
+    }
+}
diff --git a/app/Http/Requests/Ticket/StartTicketRequest.php b/app/Http/Requests/Ticket/StartTicketRequest.php
new file mode 100644
index 0000000..3e75dae
--- /dev/null
+++ b/app/Http/Requests/Ticket/StartTicketRequest.php
@@ -0,0 +1,31 @@
+<?php
+
+namespace App\Http\Requests\Ticket;
+
+use Illuminate\Contracts\Validation\ValidationRule;
+use Illuminate\Foundation\Http\FormRequest;
+
+class StartTicketRequest extends FormRequest
+{
+    /**
+     * Determine if the user is authorized to make this request.
+     */
+    public function authorize(): bool
+    {
+        return true;
+    }
+
+    /**
+     * Get the validation rules that apply to the request.
+     *
+     * @return array<string, ValidationRule|array<mixed>|string>
+     */
+    public function rules(): array
+    {
+        return [
+            'latitude'  => 'nullable|numeric',
+            'longitude' => 'nullable|numeric',
+            'notes'     => 'nullable|string|max:1000'
+        ];
+    }
+}
diff --git a/app/Models/Ticket.php b/app/Models/Ticket.php
index a5fc0a7..c76ec8f 100644
--- a/app/Models/Ticket.php
+++ b/app/Models/Ticket.php
@@ -15,5 +15,27 @@ class Ticket extends Model
         'priority',
         'status',
         'created_by',
+        'assigned_at',
+        'approved_by',
+        'approved_at',
+        'rejected_by',
+        'rejected_at',
+        'rejection_reason',
+        'resolved_at',
+        'closed_at',
     ];
+
+    /*
+    |--------------------------------------------------------------------------
+    | Relationships
+    |--------------------------------------------------------------------------
+    */
+
+    public function ticketType()
+    {
+        return $this->belongsTo(
+            TicketType::class,
+            'ticket_type_id'
+        );
+    }
 }
diff --git a/app/Models/TicketApproval.php b/app/Models/TicketApproval.php
index 9bdb1dd..3d2ac2e 100644
--- a/app/Models/TicketApproval.php
+++ b/app/Models/TicketApproval.php
@@ -6,5 +6,14 @@ use Illuminate\Database\Eloquent\Model;
 
 class TicketApproval extends Model
 {
-    //
+    public $timestamps = false;
+    
+    protected $fillable = [
+        'ticket_id',
+        'approver_id',
+        'status',
+        'notes',
+        'approved_at',
+        'created_at'
+    ];
 }
diff --git a/app/Models/TicketAssignment.php b/app/Models/TicketAssignment.php
index f71f8cd..1f086bd 100644
--- a/app/Models/TicketAssignment.php
+++ b/app/Models/TicketAssignment.php
@@ -6,5 +6,14 @@ use Illuminate\Database\Eloquent\Model;
 
 class TicketAssignment extends Model
 {
-    //
+    public $timestamps = false;
+    
+    protected $fillable = [
+        'ticket_id',
+        'user_id',
+        'is_leader',
+        'assigned_by',
+        'assigned_at',
+        'status'
+    ];
 }
diff --git a/app/Models/TicketType.php b/app/Models/TicketType.php
index 6a4a458..c5b1ddc 100644
--- a/app/Models/TicketType.php
+++ b/app/Models/TicketType.php
@@ -12,10 +12,30 @@ class TicketType extends Model
         'code',
         'name',
         'need_approval',
-        'sla_minutes'
+        'sla_minutes',
+        'require_photo',
+        'require_material',
+        'need_customer',
     ];
 
     protected $casts = [
-        'need_approval' => 'boolean',
+        'need_approval'    => 'boolean',
+        'require_photo'    => 'boolean',
+        'require_material' => 'boolean',
+        'need_customer'    => 'boolean',
     ];
-}
+
+    /*
+    |--------------------------------------------------------------------------
+    | Relationships
+    |--------------------------------------------------------------------------
+    */
+
+    public function tickets()
+    {
+        return $this->hasMany(
+            Ticket::class,
+            'ticket_type_id'
+        );
+    }
+}
\ No newline at end of file
diff --git a/app/Services/Ticket/TicketWorkflowService.php b/app/Services/Ticket/TicketWorkflowService.php
new file mode 100644
index 0000000..a00473e
--- /dev/null
+++ b/app/Services/Ticket/TicketWorkflowService.php
@@ -0,0 +1,341 @@
+<?php
+
+namespace App\Services\Ticket;
+
+use App\Models\Ticket;
+use App\Models\TicketLog;
+use App\Models\TicketApproval;
+use App\Models\TicketAssignment;
+use App\Services\Ticket\TicketWorkflowValidator;
+use Illuminate\Support\Facades\DB;
+use Illuminate\Validation\ValidationException;
+
+class TicketWorkflowService
+{
+    /**
+     * Workflow History
+     */
+    public function history(Ticket $ticket)
+    {
+        return TicketLog::where('ticket_id', $ticket->id)
+            ->orderByDesc('id')
+            ->get();
+    }
+
+    /**
+     * =========================
+     * VALIDATION RULE ENGINE
+     * =========================
+     */
+
+    private function type(Ticket $ticket)
+    {
+        return $ticket->ticketType;
+    }
+
+    private function ensureRequiredAssets(Ticket $ticket, array $payload = [])
+    {
+        $type = $this->type($ticket);
+
+        // PHOTO VALIDATION
+        if ($type?->require_photo) {
+            $photoCount = $payload['photo_count'] ?? 0;
+
+            if ($photoCount <= 0) {
+                throw ValidationException::withMessages([
+                    'photo' => 'Foto wajib diupload untuk ticket ini'
+                ]);
+            }
+        }
+
+        // MATERIAL VALIDATION
+        if ($type?->require_material) {
+            $materialCount = $payload['material_count'] ?? 0;
+
+            if ($materialCount <= 0) {
+                throw ValidationException::withMessages([
+                    'material' => 'Material wajib diinput untuk ticket ini'
+                ]);
+            }
+        }
+    }
+
+    private function ensureCustomer(Ticket $ticket)
+    {
+        $type = $this->type($ticket);
+
+        if ($type?->need_customer && empty($ticket->customer_id)) {
+            throw ValidationException::withMessages([
+                'customer_id' => 'Customer wajib ada untuk ticket ini'
+            ]);
+        }
+    }
+
+    /**
+     * =========================
+     * ASSIGN / REASSIGN
+     * =========================
+     */
+
+    public function assign(
+        Ticket $ticket,
+        array $technicians,
+        int $leaderId,
+        int $userId
+    ): Ticket {
+
+        TicketWorkflowValidator::allow($ticket, ['approved']);
+
+        DB::transaction(function () use (
+            $ticket,
+            $technicians,
+            $leaderId,
+            $userId
+        ) {
+
+            foreach ($technicians as $technicianId) {
+                TicketAssignment::create([
+                    'ticket_id'   => $ticket->id,
+                    'user_id'     => $technicianId,
+                    'is_leader'   => ($technicianId == $leaderId),
+                    'assigned_by' => $userId,
+                    'assigned_at' => now(),
+                    'status'      => 'assigned'
+                ]);
+            }
+
+            $ticket->update([
+                'status'      => 'assigned',
+                'assigned_at' => now()
+            ]);
+
+            $this->log($ticket->id, $userId, 'Assign', 'Teknisi ditugaskan');
+        });
+
+        return $ticket->fresh();
+    }
+
+    public function reassign(
+        Ticket $ticket,
+        array $technicians,
+        int $leaderId,
+        int $userId
+    ): Ticket {
+
+        DB::transaction(function () use (
+            $ticket,
+            $technicians,
+            $leaderId,
+            $userId
+        ) {
+
+            TicketAssignment::where('ticket_id', $ticket->id)->delete();
+
+            foreach ($technicians as $technicianId) {
+                TicketAssignment::create([
+                    'ticket_id'   => $ticket->id,
+                    'user_id'     => $technicianId,
+                    'is_leader'   => ($technicianId == $leaderId),
+                    'assigned_by' => $userId,
+                    'assigned_at' => now(),
+                    'status'      => 'assigned'
+                ]);
+            }
+
+            $this->log($ticket->id, $userId, 'Reassign', 'Penugasan diperbarui');
+        });
+
+        return $ticket->fresh();
+    }
+
+    /**
+     * =========================
+     * APPROVAL FLOW
+     * =========================
+     */
+
+    public function approve(
+        Ticket $ticket,
+        ?string $notes,
+        int $userId
+    ): Ticket {
+
+        TicketWorkflowValidator::allow($ticket, ['open']);
+
+        DB::transaction(function () use ($ticket, $notes, $userId) {
+
+            TicketApproval::create([
+                'ticket_id'   => $ticket->id,
+                'approver_id' => $userId,
+                'status'      => 'approved',
+                'notes'       => $notes,
+                'approved_at' => now(),
+                'created_at'  => now()
+            ]);
+
+            $ticket->update([
+                'status'       => 'approved',
+                'approved_by'  => $userId,
+                'approved_at'  => now()
+            ]);
+
+            $this->log($ticket->id, $userId, 'Approved', $notes);
+        });
+
+        return $ticket->fresh();
+    }
+
+    public function reject(Ticket $ticket, string $reason, int $userId): Ticket
+    {
+        DB::transaction(function () use ($ticket, $reason, $userId) {
+
+            TicketApproval::create([
+                'ticket_id'   => $ticket->id,
+                'approver_id' => $userId,
+                'status'      => 'rejected',
+                'notes'       => $reason,
+                'created_at'  => now()
+            ]);
+
+            $ticket->update([
+                'status'           => 'rejected',
+                'rejected_by'      => $userId,
+                'rejected_at'      => now(),
+                'rejection_reason' => $reason
+            ]);
+
+            $this->log($ticket->id, $userId, 'Rejected', $reason);
+        });
+
+        return $ticket->fresh();
+    }
+
+    /**
+     * =========================
+     * WORKFLOW START
+     * =========================
+     */
+
+    public function start(Ticket $ticket, array $location, int $userId): Ticket
+    {
+        TicketWorkflowValidator::allow($ticket, ['assigned']);
+
+        DB::transaction(function () use ($ticket, $location, $userId) {
+
+            $ticket->update([
+                'status' => 'progress'
+            ]);
+
+            $this->log(
+                $ticket->id,
+                $userId,
+                'Start Work',
+                'Pekerjaan dimulai'
+            );
+        });
+
+        return $ticket->fresh();
+    }
+
+    public function pending(Ticket $ticket, string $reason, int $userId): Ticket
+    {
+        $ticket->update(['status' => 'pending']);
+
+        $this->log($ticket->id, $userId, 'Pending', $reason);
+
+        return $ticket->fresh();
+    }
+
+    public function resume(Ticket $ticket, int $userId): Ticket
+    {
+        $ticket->update(['status' => 'progress']);
+
+        $this->log($ticket->id, $userId, 'Resume', 'Dilanjutkan');
+
+        return $ticket->fresh();
+    }
+
+    /**
+     * =========================
+     * RESOLVE (VALIDATION POINT)
+     * =========================
+     */
+
+    public function resolve(
+        Ticket $ticket,
+        string $notes,
+        int $userId,
+        array $payload = []
+    ): Ticket {
+
+        TicketWorkflowValidator::allow($ticket, ['progress']);
+
+        // 🔥 VALIDASI MATERIAL + PHOTO + CUSTOMER
+        $this->ensureRequiredAssets($ticket, $payload);
+        $this->ensureCustomer($ticket);
+
+        DB::transaction(function () use ($ticket, $notes, $userId) {
+
+            $ticket->update([
+                'status'      => 'resolved',
+                'resolved_at' => now()
+            ]);
+
+            $this->log($ticket->id, $userId, 'Resolved', $notes);
+        });
+
+        return $ticket->fresh();
+    }
+
+    public function close(Ticket $ticket, ?string $notes, int $userId): Ticket
+    {
+        TicketWorkflowValidator::allow($ticket, ['resolved']);
+
+        $ticket->update([
+            'status'    => 'closed',
+            'closed_at' => now()
+        ]);
+
+        $this->log($ticket->id, $userId, 'Closed', $notes);
+
+        return $ticket->fresh();
+    }
+
+    public function cancel(Ticket $ticket, string $reason, int $userId): Ticket
+    {
+        $ticket->update(['status' => 'cancelled']);
+
+        $this->log($ticket->id, $userId, 'Cancelled', $reason);
+
+        return $ticket->fresh();
+    }
+
+    public function escalate(Ticket $ticket, string $reason, int $userId): Ticket
+    {
+        $this->log($ticket->id, $userId, 'Escalated', $reason);
+
+        return $ticket->fresh();
+    }
+
+    /**
+     * =========================
+     * LOG SYSTEM
+     * =========================
+     */
+
+    private function log(
+        int $ticketId,
+        int $userId,
+        string $activity,
+        ?string $notes = null
+    ): void {
+
+        TicketLog::create([
+            'ticket_id' => $ticketId,
+            'user_id'   => $userId,
+            'activity'  => $activity,
+            'notes'     => $notes,
+            'created_at'=> now()
+        ]);
+    }
+}
\ No newline at end of file
diff --git a/app/Services/Ticket/TicketWorkflowValidator.php b/app/Services/Ticket/TicketWorkflowValidator.php
new file mode 100644
index 0000000..c461fd7
--- /dev/null
+++ b/app/Services/Ticket/TicketWorkflowValidator.php
@@ -0,0 +1,22 @@
+<?php
+
+namespace App\Services\Ticket;
+
+use App\Models\Ticket;
+use Exception;
+
+class TicketWorkflowValidator
+{
+    public static function allow(
+        Ticket $ticket,
+        array $allowedStatuses
+    ): void {
+
+        if (! in_array($ticket->status, $allowedStatuses)) {
+
+            throw new Exception(
+                "Ticket status '{$ticket->status}' tidak valid untuk proses ini"
+            );
+        }
+    }
+}
\ No newline at end of file
diff --git a/database/migrations/2026_06_19_044044_create_ticket_types_table.php b/database/migrations/2026_06_19_044044_create_ticket_types_table.php
index 17d6b13..e16cc09 100644
--- a/database/migrations/2026_06_19_044044_create_ticket_types_table.php
+++ b/database/migrations/2026_06_19_044044_create_ticket_types_table.php
@@ -17,6 +17,11 @@ return new class extends Migration
             $table->string('name', 100);
             $table->boolean('need_approval')->default(false);
             $table->integer('sla_minutes')->nullable();
+
+            // Requirement Ticket
+            $table->boolean('require_photo')->default(false);
+            $table->boolean('require_material')->default(false);
+            $table->boolean('need_customer')->default(false);
             $table->timestamps();
         });
     }
diff --git a/database/seeders/DatabaseSeeder.php b/database/seeders/DatabaseSeeder.php
index d01a0ef..cb1dd0e 100644
--- a/database/seeders/DatabaseSeeder.php
+++ b/database/seeders/DatabaseSeeder.php
@@ -14,6 +14,9 @@ class DatabaseSeeder extends Seeder
     public function run(): void
     {
         // User::factory(10)->create();
+        $this->call([
+            TicketTypeSeeder::class,
+        ]);
 
         User::factory()->create([
             'name' => 'Test User',
diff --git a/database/seeders/TicketTypeSeeder.php b/database/seeders/TicketTypeSeeder.php
new file mode 100644
index 0000000..42c9c5c
--- /dev/null
+++ b/database/seeders/TicketTypeSeeder.php
@@ -0,0 +1,145 @@
+<?php
+
+namespace Database\Seeders;
+
+use Illuminate\Database\Console\Seeds\WithoutModelEvents;
+use Illuminate\Database\Seeder;
+use App\Models\TicketType;
+
+class TicketTypeSeeder extends Seeder
+{
+    public function run(): void
+    {
+        $types = [
+
+            [
+                'code' => 'GGN',
+                'name' => 'Gangguan Internet',
+                'need_approval' => false,
+                'sla_minutes' => 240,
+                'require_photo' => true,
+                'require_material' => false,
+                'need_customer' => true,
+            ],
+
+            [
+                'code' => 'INS',
+                'name' => 'Instalasi Baru',
+                'need_approval' => true,
+                'sla_minutes' => 1440,
+                'require_photo' => true,
+                'require_material' => true,
+                'need_customer' => true,
+            ],
+
+            [
+                'code' => 'ONU',
+                'name' => 'Ganti ONU',
+                'need_approval' => false,
+                'sla_minutes' => 240,
+                'require_photo' => true,
+                'require_material' => true,
+                'need_customer' => true,
+            ],
+
+            [
+                'code' => 'CBL',
+                'name' => 'Tarik Kabel',
+                'need_approval' => false,
+                'sla_minutes' => 480,
+                'require_photo' => true,
+                'require_material' => true,
+                'need_customer' => true,
+            ],
+
+            [
+                'code' => 'SVY',
+                'name' => 'Survey Lokasi',
+                'need_approval' => false,
+                'sla_minutes' => 480,
+                'require_photo' => true,
+                'require_material' => false,
+                'need_customer' => false,
+            ],
+
+            [
+                'code' => 'MNT',
+                'name' => 'Maintenance',
+                'need_approval' => true,
+                'sla_minutes' => 1440,
+                'require_photo' => true,
+                'require_material' => true,
+                'need_customer' => false,
+            ],
+
+            [
+                'code' => 'ADM',
+                'name' => 'Administrasi',
+                'need_approval' => false,
+                'sla_minutes' => null,
+                'require_photo' => false,
+                'require_material' => false,
+                'need_customer' => false,
+            ],
+
+            [
+                'code' => 'REL',
+                'name' => 'Relokasi Pelanggan',
+                'need_approval' => true,
+                'sla_minutes' => 1440,
+                'require_photo' => true,
+                'require_material' => true,
+                'need_customer' => true,
+            ],
+
+            [
+                'code' => 'UPG',
+                'name' => 'Upgrade Paket',
+                'need_approval' => true,
+                'sla_minutes' => 240,
+                'require_photo' => false,
+                'require_material' => false,
+                'need_customer' => true,
+            ],
+
+            [
+                'code' => 'DWG',
+                'name' => 'Downgrade Paket',
+                'need_approval' => true,
+                'sla_minutes' => 240,
+                'require_photo' => false,
+                'require_material' => false,
+                'need_customer' => true,
+            ],
+
+            [
+                'code' => 'BTS',
+                'name' => 'Pekerjaan BTS/POP',
+                'need_approval' => true,
+                'sla_minutes' => 2880,
+                'require_photo' => true,
+                'require_material' => true,
+                'need_customer' => false,
+            ],
+
+            [
+                'code' => 'NOC',
+                'name' => 'Pekerjaan NOC',
+                'need_approval' => true,
+                'sla_minutes' => 1440,
+                'require_photo' => false,
+                'require_material' => false,
+                'need_customer' => false,
+            ],
+
+        ];
+
+        foreach ($types as $type) {
+
+            TicketType::updateOrCreate(
+                ['code' => $type['code']],
+                $type
+            );
+        }
+    }
+}
diff --git a/routes/api.php b/routes/api.php
index e9f173a..38bb28e 100644
--- a/routes/api.php
+++ b/routes/api.php
@@ -5,6 +5,7 @@ use Illuminate\Support\Facades\Route;
 use App\Http\Controllers\AuthController;
 use App\Http\Controllers\Ticket\TicketController;
 use App\Http\Controllers\Ticket\TicketTypeController;
+use App\Http\Controllers\Ticket\TicketWorkflowController;
 
 Route::post('/login', [AuthController::class, 'login']);
 
@@ -13,22 +14,46 @@ Route::post('/login', [AuthController::class, 'login']);
 //     Route::get('/', [TicketController::class, 'index']);
 //     Route::post('/', [TicketController::class, 'store']);
 // });
+Route::get('/generate-token', function () {
+
+    $user = \App\Models\User::find(1);
+
+    return $user->createToken(
+        'master-token'
+    )->plainTextToken;
+
+});
 
 Route::middleware('auth:sanctum')->group(function () {
 
     Route::apiResource('tickets', TicketController::class);
+
     Route::apiResource('ticket-types', TicketTypeController::class);
 
+    Route::prefix('tickets/{ticket}')
+        ->controller(TicketWorkflowController::class)
+        ->group(function () {
+
+            Route::get('/workflow', 'history');
+
+            Route::post('/assign', 'assign');
+            Route::post('/reassign', 'reassign');
+
+            Route::post('/approve', 'approve');
+            Route::post('/reject', 'reject');
+
+            Route::post('/start', 'start');
+
+            Route::post('/pending', 'pending');
+            Route::post('/resume', 'resume');
+
+            Route::post('/resolve', 'resolve');
+
+            Route::post('/close', 'close');
+
+            Route::post('/cancel', 'cancel');
+
+            Route::post('/escalate', 'escalate');
+        });
 });
 
-
-
-// Route::get('/generate-token', function () {
-
-//     $user = \App\Models\User::find(1);
-
-//     return $user->createToken(
-//         'master-token'
-//     )->plainTextToken;
-
-// });