fleettickets

Field-ops INC ticket ingestion, geocoding, and read-schema that powers the Tickets map in FleetOps. Extracted from the tracksolid repo into its own module (it previously lived there as migrations 21–23 + tools/import_tickets.py).

• INC — incident / customer-fault tickets (this pipeline is strictly INC)
• CRQ — new-installation requests (schema kept, but out of scope — not ingested here)

What this owns

Piece	What
migrations/01_tickets_schema.sql	The tickets schema: tickets.inc / tickets.crq (raw-jsonb-first), tickets.geo_clusters + tickets.geo_locations gazetteers, geom-resolution trigger, and reporting.fn_tickets_for_map (the GeoJSON read function)
migrations/02_import_meta.sql	tickets.import_meta (per-dataset snapshot envelope metadata) + fn_tickets_for_map re-defined to expose it as summary.freshness (same signature — dashboard_api unchanged)
migrations/03_inc_columns.sql	Unpacks tickets.inc.raw into typed STORED generated columns (status, cluster, region, team, owner, sla_status, mttr, lat/lng, is_* booleans, and EAT→timestamptz timestamps via tickets.eat_ts()). Computed for all rows + auto-populated on every ingest; raw stays the source of truth
migrations/04_inc_latlng.sql	Redefines latitude/longitude to COALESCE(feed, ST_Y/ST_X(geom)) so they're populated from the geocoded position (feed is always empty); precision per geo_source (location vs cluster centroid)
migrations/05_inc_geography.sql	Adds geog geography(Point,4326) (= geom::geography) + GiST index for routing — ST_Distance/ST_DWithin/KNN in real metres (nearest-vehicle, radius search)
migrations/06_inc_mttr_minutes.sql	mttr generated column → integer minutes (source is decimal hours); drops the constant is_alarm/is_auto_created/is_auto_closed columns (kept in raw). is_actionable retained
migrations/07_inc_drop_service_type.sql	Drops the constant service_type column (always inc; kept in raw)
migrations/08_inc_open_sla_view.sql	tickets.inc_open_sla view — open (is_actionable) tickets with derived SLA (hours_open, sla_state vs 48h; clock = created_at_service ∥ first_seen_at), plus team/cluster/geog for dispatch
migrations/09_inc_dashboard_fn.sql	reporting.fn_inc_dashboard(cluster, status, window, from, to) — one JSON payload (window / open GeoJSON / closed GeoJSON / metrics / freshness) powering the FleetOps live INC map. Open=live, closed=windowed (EAT calendar / custom); filters AND
migrations/10_inc_history_capture.sql	History for time-series: tickets.closure_events (append-only observed closures) + tickets.inc_daily_snapshot (per-EAT-day open backlog + flow), populated by tickets.capture_history() each ingest. Unlocks backlog-over-time
import_tickets.py	Drains the incremental INC change stream from the isptickets bucket (automations/inc/changes/<EAT-timestamp>.csv), upserting on ticket_id oldest→newest; geocodes clusters + INC locations
run_migrations.py	Applies migrations/*.sql in order (ledger: tickets.schema_migrations)
shared.py	Minimal DB/logging helpers (self-contained — no tracksolid dependency)

What this does NOT own (stays where it is)

• The DB — the tickets schema lives in the shared tracksolid_db.
• The read-API — dashboard_api (in the tracksolid stack) serves GET /webhook/tickets, which calls reporting.fn_tickets_for_map (defined here).
• The frontend — the Tickets map is a tab in the FleetOps SPA (fleetops repo).

Data model (raw-first)

Each row is ticket_id + raw (the full source record as jsonb) + a derived geom / geo_source. Everything reads from raw, so a change to the source schema needs no migration. For convenient typed/indexable access, raw is also unpacked into STORED generated columns (migration 03) — e.g. normalized_status, cluster, region, assigned_team, owner, sla_status, mttr, is_actionable, created_at_service/closed_at (as EAT→timestamptz). These stay in lock-step with raw automatically (no loader change); raw remains the source of truth. geom is resolved: feed coords (raw lat/lng) → location (geocoded location_name) → cluster centroid → none.

Source coordinates are empty in the feed, so geocoding is required:

• --geocode-clusters — one coordinate per cluster (coarse fallback).
• --geocode-locations — precise per-location for actionable INC tickets: strips the network codes from location_name (e.g. NW_, ADR_MNT_, FDT<n>, SDUS), geocodes the real place via a keyed provider (LocationIQ / OpenCage), and **rejects any result

  25 km from the cluster centroid** (wrong-city guard). Results cache in tickets.geo_locations.

Columns on tickets.inc

Column	Type	Notes
ticket_id	text (PK)	e.g. WOT0715527
raw	jsonb	full source record — the source of truth
normalized_status · raw_status	text	use normalized_status for filtering (canonical)
bucket	text	lifecycle: closed / pending
is_actionable	boolean	the open/closed flag (open = true)
cluster · region · location_name	text	region lowercased; cluster feeds the gazetteer
assigned_team · owner	text	closure attribution dimensions
sla_status	text	source Compliant/Breached — only meaningful once closed
mttr	numeric	minutes (source is decimal hours); null until closed
created_at_service · scheduled_at · closed_at · first_seen_at · last_seen_at · source_created_at · source_updated_at	timestamptz	EAT→UTC via tickets.eat_ts(). lifecycle = created_at_service→closed_at; export bookkeeping = first_seen_at/last_seen_at/source_*
latitude · longitude	double precision	COALESCE(feed, geocoded) — populated from geom
geom	geometry(Point,4326)	display / the map
geog	geography(Point,4326)	routing — metres-accurate distance (GiST indexed)
geo_source	text	precision: feed / location / cluster / none
ingested_at	timestamptz	when we last upserted this row

Dropped from the unpacked columns (still in raw): service_type, is_alarm, is_auto_created, is_auto_closed (all single-cardinality), plus the ingest-time drops below. reporting.fn_tickets_for_map reads from raw and serves the map; tickets.inc_open_sla is the open-ticket SLA view for dashboards/dispatch.

Setup

uv sync
cp .env.example .env        # fill in DATABASE_URL, RUSTFS_*, GEOCODER_*
python run_migrations.py    # apply the schema (idempotent)

Run

# drain the incremental INC change stream (every new file oldest→newest, then archive)
python import_tickets.py --from-bucket --apply

# geocode (needs GEOCODER_API_KEY)
python import_tickets.py --geocode-clusters  --apply   # coarse, once
python import_tickets.py --geocode-locations --apply   # precise, actionable INC

# from a local CSV instead of the bucket (dev)
python import_tickets.py --inc-csv 2026-06-15T17-00-00.csv --apply

Dry-run is the default (omit --apply). import_tickets.py --from-bucket talks to S3 via boto3 using the RUSTFS_* env (path-style addressing; no aws-CLI dependency).

Deploy (Coolify)

The repo ships a Dockerfile — a small batch worker with no web server. Coolify builds it and keeps the container alive (CMD tail -f /dev/null); the ingest runs as a Scheduled Task, not a system crontab:

• Command: python import_tickets.py --from-bucket --apply
• Frequency: */20 6-20 * * * (every 20 min, 06:00–20:40 EAT). This Coolify instance runs scheduled tasks in EAT (Africa/Nairobi), so no UTC conversion is needed.
• Env vars (Coolify → Environment Variables): DATABASE_URL (internal DB host), RUSTFS_* (now the isptickets bucket credentials), GEOCODER_*.

The watermark makes a run with no new change files a cheap no-op.

For a plain host/VM instead of Coolify, run_ingest.sh loads .env and runs the ingest; schedule it with a crontab line (CRON_TZ=Africa/Nairobi / */20 6-20 * * *).

Bucket cutover (one-time reseed)

When the source provider moves the feed to a new bucket (e.g. tickets → isptickets), the stored watermark holds a key from the old bucket's stream, whose timestamp may be newer than the new bucket's first file — which would otherwise be skipped. Point the RUSTFS_* creds + TICKETS_BUCKET at the new bucket, then drain it once with --reseed, which ignores the stored watermark and ingests every file in changes/ oldest→newest:

python import_tickets.py --from-bucket --reseed          # dry-run first
python import_tickets.py --from-bucket --reseed --apply  # commit + archive

Upserts are idempotent (ticket_id PK, rows never deleted) and the new stream's periodic full-state re-emissions re-assert current state, so this is non-destructive and converges even across the cutover gap. After it, the watermark is current — resume normal --from-bucket --apply runs (no --reseed). The old bucket is left untouched.

Notes

• The n8n export writes an incremental CDC change stream to automations/inc/changes/<EAT-timestamp>.csv: a full-state baseline followed by files holding only the rows that changed (with periodic full-state re-emissions). No latest pointer, no metadata envelope. The loader drains every not-yet-processed file oldest→newest — taking only the newest would drop intermediate deltas.
• Watermark: the newest file already applied is recorded in tickets.import_meta.metadata.source_max_key; runs skip anything at/older than it, so reruns are cheap no-ops. --reseed ignores it for a one-time bucket cutover.
• Upsert on ticket_id (PRIMARY KEY) — duplication is impossible; rows are never deleted, so closed-ticket history accumulates. On success each file is moved to automations/inc/processed/.
• Cleaning at ingest: drop is_alarm=true rows + the EXPORT STOPPED… sentinel; drop week_start/week_end, source_s3_*/source_snapshot_id, department/source_type; normalize region → lowercase and raw_status → UPPERCASE. service_type and bucket (a closed/pending flag) are kept.
• tickets.import_meta captures snapshot freshness (surfaced as summary.freshness by fn_tickets_for_map).
• The curated/geocoded coordinates are written verified = false — review tickets.geo_clusters / tickets.geo_locations and flip verified once checked.

Querying

-- map payload (GeoJSON + summary, incl. summary.freshness) — what dashboard_api serves
SELECT reporting.fn_tickets_for_map();              -- open-only by default
SELECT reporting.fn_tickets_for_map(p_open_only := false);   -- all geocoded tickets

-- open tickets by SLA (derived) + by cluster — via the view
SELECT sla_state, count(*) FROM tickets.inc_open_sla GROUP BY 1;
SELECT cluster, count(*), round(avg(hours_open),1) AS avg_hrs
FROM tickets.inc_open_sla GROUP BY 1 ORDER BY 2 DESC;

-- closures / creations per day (EAT)
SELECT (closed_at AT TIME ZONE 'Africa/Nairobi')::date AS d, count(*)
FROM tickets.inc WHERE closed_at IS NOT NULL GROUP BY 1 ORDER BY 1 DESC;

-- open-backlog-over-time (accrues from first capture; one row per EAT day)
SELECT snapshot_date, open_total, open_breached, closed_today
FROM tickets.inc_daily_snapshot ORDER BY snapshot_date DESC;

-- nearest open tickets to a vehicle (lng, lat) — metres, index-accelerated KNN
SELECT ticket_id, cluster, hours_open,
       round(ST_Distance(geog, ST_SetSRID(ST_MakePoint(:lng,:lat),4326)::geography))::int AS metres
FROM tickets.inc_open_sla
ORDER BY geog <-> ST_SetSRID(ST_MakePoint(:lng,:lat),4326)::geography
LIMIT 10;

Data-quality & SLA notes

Findings to keep in mind (see the PRD for detail):

• Source sla_status is only meaningful for closed tickets. It reads Compliant for essentially all open tickets, so for open work use the derived state in tickets.inc_open_sla (now() − created_at_service vs the contract's 48h).
• created_at_service is missing on ~30% of rows (incl. most open ones); the SLA view falls back to first_seen_at and flags it via sla_clock_source.
• mttr is not wall-clock closed_at − created_at_service and the source's Breached/Compliant does not match a plain 48h threshold — pin the contract's exact SLA definition before trusting cross-field SLA math.
• Content lag: the feed's file timestamps are current, but the ticket content trails ~2 days (the underlying …wm_task.xlsx source), so creation/closure dates run a couple of days behind wall-clock.
• History: tickets.inc is current-state (upsert). Closure/creation/MTTR event series work directly off closed_at/created_at_service. Backlog-over-time now accrues via tickets.inc_daily_snapshot (one row per EAT day, written by tickets.capture_history() each ingest); observed closures log to tickets.closure_events. Past backlog can't be reconstructed — the series builds from the first capture onward.

Status / roadmap

Live: INC ingestion deployed on Coolify (every 20 min */20 6-20 * * * EAT), schema + generated columns + geocoding + the inc_open_sla view in tracksolid_db. Next (Phase 2): time-series analytics (closure rate, MTTR/SLA trends), then FleetNow vehicle dispatch off geog, and team closure attribution. CRQ is a separate future project that will reuse this machinery against automations/crq/.