Querying and the activity timeline

Plain Eloquent scopes on Ticket. The API’s list filters are built on them, so PHP and HTTP filter identically:

use RoundlyConsulting\Tickets\Enums\StatusCategory;
use RoundlyConsulting\Tickets\Models\Ticket;

Tickets::visibleTo($user)->unresolved()->orderByPriority()->paginate();
Ticket::query()->assignedTo($agent)->withStatusCategory(StatusCategory::Waiting)->get();
Ticket::query()->inCategory($hardware, descendants: true)->overdue()->count();
Ticket::query()->taggedWith('printer', 'vip')->createdFrom(now()->subWeek())->get();
Ticket::query()->search('TCK-42')->first();

In host code that must follow a model swap, query through Support\TicketModels::ticket()::query().

Scope	Meaning
`visibleTo(Model $user)`	The tickets TicketPolicy::view allows (Tickets::visibleTo()).
`assignedTo(Model ...$assignees) / unassigned()`	Assignee morph.
`requestedBy(Model $requester)`	Requester morph (a user or a TicketGuest).
`inProject(?Model $project)`	null = tickets without a project.
`inCategory(TicketCategory\|int $category, bool $descendants = false)`	With its subcategories (bounded by categories.max_depth).
`withStatus(BackedEnum\|string ...$states)`	Exact state values.
`withStatusCategory(StatusCategory ...$categories)`	The states of the configured enum in those categories.
`unresolved()`	Open, Active or Waiting.
`withPriority(BackedEnum\|string ...$priorities)`	Any of the priorities.
`taggedWith(string\|TicketTag ...$tags)`	Any of the tags, by slug or model.
`watchedBy(Model $watcher)`	Tickets the model watches.
`whereField(string $key, mixed $value) / whereFieldBetween(string $key, mixed $from, mixed $to)`	Custom field values, cast to the field’s type; a null bound of the range is open. An unknown, encrypted or multiselect key throws UnknownTicketFieldException; the range takes number, decimal, date and datetime fields only.
`dueBefore / dueAfter(CarbonInterface), dueFrom / dueTo, overdue()`	Before / after are exclusive, from / to inclusive; overdue = past due and unresolved.
`createdFrom / createdTo(CarbonInterface)`	Inclusive.
`viaChannel(string ...$channels)`	Intake channel.
`search(string $term)`	The reference exactly, or subject/description LIKE (wildcards matched literally).
`merged(bool $merged = true)`	merged_into_id set / not set.
`orderByPriority(string $direction = 'desc')`	By the enum weights; an unknown stored value sorts as 0.

The activity timeline

Every change — status, priority, owner, due date, tags, fields, merges, edits and deletions of messages — goes into an append-only timeline, written inside each action’s transaction (status changes inside lifecycle’s transition transaction):

Tickets::for($ticket)->activity();                 // public entries, oldest first — safe for a requester-facing page
Tickets::for($ticket)->activity(internal: true);   // every entry, for agents

Type	Visibility
`created, status_changed, priority_changed, category_changed, assigned, unassigned, due_changed, attachment_added, attachment_removed, requester_changed, overdue`	public
`merged, merged_from`	public, counting the published messages only (comments), no reason — plus an internal entry of the same type with every message counted and the reason, when those differ
`replied`	public — internal for a reply the host’s moderation held (properties.held: true, plus properties.transition when it asked for one it did not get)
`comment_edited, comment_deleted`	as visible as the message: public for a published public reply, internal for a note or a held reply; properties comment (id) and role — never a body
`updated`	public for subject / description; a change of the host meta is a separate internal entry
`note_added, fields_changed, tagged, untagged, linked, unlinked, watcher_added, watcher_removed, guest_access_revoked, deleted, restored`	internal (agent-only)

Entries carry the actor, an is_system flag, the visibility and properties — ids, keys, from/to; never a note body or an encrypted value. An update or delete throws ActivityIsAppendOnlyException, and a force-deleted ticket cascades. tickets.activity.enabled off writes nothing and the endpoint returns []. The API filters entries by role.

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