Haravan Helpdesk Data Model

Updated: 2026-05-09

Purpose

This document describes key entities and fields for Helpdesk operations, and links script ownership to the canonical script catalog.

Canonical script source of truth: /docs/haravan/ticket-customer-enrichment

Core Entities

• HD Ticket: ticket lifecycle, enrichment snapshots, route fields, assignment target.
• HD Customer: organization-level customer profile and Bitrix sync anchor.
• Contact: person-level identity linked to tickets/customers.
• Haravan Account Link: identity link between user and Haravan organization.
• HD Customer Data: external enrichment snapshots (mainly Bitrix).

Script Ownership by Group

Group	Main Entity	Typical Responsibilities
Intake	HD Ticket	Create tickets from onboarding or agent-side dialogs.
Validation	HD Ticket	Normalize incoming values without blocking ticket creation.
Enrichment	HD Ticket, HD Customer	Resolve orgid/domain and sync customer profile data.
Routing	HD Ticket	Set/normalize routing fields and agent_group.
Assignment	HD Ticket	Apply assignment rule outcomes to team/agent flow.
Profile	HD Ticket, HD Customer, Contact	Manual/deep profile sync actions.
Integration	HD Ticket + external systems	GitLab and automation integrations.
Debug	Any	Non-production diagnostics and replay snapshots.

Status Policy

• Active: used in production runtime.
• Debug: diagnostics only.
• Not use: intentionally disabled, kept for traceability.
• Legacy: historical/migration references.

Field Contracts (Routing + Enrichment)

Important HD Ticket fields for script interaction:

• customer
• custom_orgid
• custom_store_url
• custom_myharavan_domain
• custom_customer_segment
• custom_current_shopplan
• custom_partner_service
• custom_customer_lifetime_months
• agent_group

Legacy fallback-only fields:

• custom_haravan_profile_orgid
• custom_my_haravan_domain
• custom_haravan_myharavan_link
• custom_haravan_shop_link

Naming Governance

• Production script names must follow <Type> - <Group> - <Purpose>.
• Debug script names must follow Debug - {group} - {name}.
• Any deactivated script must be marked as Not use in the canonical catalog.

Related

• /docs/haravan/ticket-customer-enrichment
• /docs/haravan/ticket-workflow-review-summary
• /docs/haravan/gitlab-assignee-routing-handover

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title: Haravan Helpdesk Data Model description: Field guide for AI agents working with haravan.help Frappe Helpdesk data. keywords: haravan.help, frappe helpdesk, hd ticket, hd customer, data model robots: noindex, nofollow

Haravan.help Helpdesk Data Model

This document helps AI agents understand how the production site haravan.help stores Helpdesk data for tickets, customers, contacts, Haravan identities, and Bitrix enrichment.

Operational Snapshot (2026-05-08)

• Ticket - Auto Customer Sync From OrgID is enabled (After Save) and is the primary automatic enrichment path.
• Ticket - Normalize Enrichment Routing After Save is enabled (After Save) to keep enrichment/routing fields consistent after late updates.
• Ticket - Auto Customer Sync Kickoff After Insert is currently disabled.
• Legacy gate/early enrichment scripts are disabled: Ticket - Require Customer Or Store URL, Ticket - Store URL Enrich.
• Routing and round-robin scripts are currently disabled: Profile - Ticket Routing, Profile - Ticket Round Robin Assignment.
• End-to-end workflow and current script status are documented in docs/haravan/ticket-customer-enrichment.md.

The site is a Frappe Helpdesk instance extended by the custom app login_with_haravan. Do not modify Frappe core or Helpdesk core. Use custom fields, hooks, Server Scripts, Form Scripts, and the custom DocTypes from this app.

Data Flow Summary

1. Customer signs in with Haravan OAuth.
2. login_with_haravan.oauth.login_via_haravan normalizes the Haravan profile.
3. The app upserts:
   • User
   • Contact
   • HD Customer
   • Haravan Account Link
4. Customer creates a Helpdesk ticket in /helpdesk/my-tickets/new.
5. Ticket is stored as HD Ticket, linked to HD Customer through customer.
6. Agent-side customer profile can enrich HD Customer, Contact, and ticket fields from Bitrix on demand.

Core Relationships

HD Ticket

HD Ticket is the primary support ticket DocType from Frappe Helpdesk. The native Helpdesk fields are owned by the upstream app; the custom fields below are the fields this project expects or manages.

Important Native Fields

Fieldname	Type	Description
name	Data	Ticket document ID, often displayed as the ticket number.
subject	Data	Customer-visible issue title.
description	Text / Editor	Main customer issue description. Treat as user-generated content.
status	Link / Select	Ticket status used by Helpdesk workflows and list filters.
priority	Link / Select	Ticket priority.
ticket_type	Link / Select	Helpdesk ticket type/category when configured.
customer	Link -> HD Customer	The merchant/store/account that owns the ticket. This is the key field for org-level context.
contact	Link -> Contact	Contact person linked to the ticket.
raised_by	Data	Email/user that raised the ticket. Used as fallback to find Contact.
agent_group	Link -> HD Team	Team assignment. Routing scripts can set this from customer segment.
agent	Link -> User	Assigned support agent when Helpdesk assignment is used.
creation	Datetime	Ticket creation timestamp.
modified	Datetime	Last modification timestamp.

Project Custom Fields On HD Ticket

Fieldname	Type	Description
custom_cc_emails	Small Text	Ticket-level CC list. Emails are comma-separated. Used by HDTicketCCMixin to merge CC recipients into acknowledgement and agent reply emails.
custom_responsible	Data	Email of the responsible person resolved from Bitrix user.get by ASSIGNED_BY_ID. Read-only in the app metadata.
custom_product_suggestion	Link / Data	Product suggestion used by Helpdesk/GitLab automation. Customer portal template keeps it optional; agent workflows may still require it.
custom_internal_type	Select / Data	Internal ticket classification. When value is Onboarding Service, service-related internal fields become relevant.
custom_service_group	Select	Internal service group for onboarding-service tickets. Hidden from customers in the ticket template.
custom_service_name	Select	Internal service name for onboarding-service tickets. Hidden from customers.
custom_service_line	Select	Internal service line for onboarding-service tickets. Hidden from customers.
custom_service_onboarding_phrase	Select	Internal onboarding phrase/stage for service tickets. Hidden from customers.
custom_service_pricing	Currency	Internal service price. Hidden from customers.
custom_service_transaction_id	Data	Internal payment/transaction reference for service tickets. Hidden from customers.
custom_service_vendor	Select	Internal service provider/vendor. Hidden from customers.
custom_service_payment_status	Select	Internal payment status. Hidden from customers.
custom_orgid	Data	Canonical Haravan org ID cached on ticket by production scripts. Used by Bitrix routing/profile scripts.
custom_haravan_profile_orgid	Data	Hidden legacy Org ID mirror. Read only as fallback for old tickets; new enrichment writes should use custom_orgid.
custom_customer_segment	Select / Data	Customer segment: SME, Medium, or Enterprise. Copied from HD Customer.custom_customer_segment when available, otherwise resolved from Bitrix enum/fallback enrichment rules.
custom_haravan_profile_status	Data	Bitrix profile lookup status, for example Complete, Skipped, Missing OrgID, or API Error.
custom_haravan_profile_error	Small Text / Text	Last profile lookup/routing error message.
custom_haravan_profile_checked_at	Datetime	Last timestamp when profile/routing script checked the ticket.
custom_haravan_service_plan	Data	Current Haravan service/shop plan from Bitrix.
custom_current_shopplan	Data	Snapshot of current shopplan at ticket creation time (from HD Customer.custom_shopplan_name / Bitrix feed). Nullable, read-only.
custom_partner_service	Data	Snapshot partner/service routing key from Bitrix/Make at ticket creation time. Nullable, read-only.
custom_customer_lifetime_months	Int	Snapshot months from HD Customer.custom_first_paid_date (create-time snapshot; may be refreshed by consistency script after late enrichment events).
custom_shopplan	Select / Data	Normalized shop plan bucket such as SME, Medium Grow, or Medium Scale.
custom_haravan_hsi_segment	Data	HSI segment from Bitrix company fields.
custom_haravan_routing_reason	Small Text / Text	Human-readable reason for automatic team routing.

Notes:

• customer is intentionally visible in the customer ticket template so the portal can choose the correct Haravan organization.
• custom_cc_emails is hidden from customer portal templates and mainly for agent-created tickets/replies.
• Service/onboarding fields are internal. Do not expose them in customer-facing UI unless the product requirement explicitly changes.

HD Customer

HD Customer is the Helpdesk-native customer/account entity. For Haravan, one HD Customer normally represents one Haravan organization/store.

Important Native Fields

Fieldname	Type	Description
name	Data	Document ID. In this app it usually follows "{orgname} - {orgid}".
customer_name	Data	Display name. The app writes "{orgname} - {orgid}".
domain	Data	Store domain. The app defaults to "{orgid}.myharavan.com" when only org ID is known.
image	Attach Image	Optional customer image/logo if present in Helpdesk.
creation	Datetime	Customer creation timestamp.
modified	Datetime	Last modification timestamp.

Project Custom Fields On HD Customer

Fieldname	Type	Description
custom_haravan_orgid	Int	Primary Haravan organization ID. This is the deterministic lookup key for avoiding duplicate HD Customer records.
custom_myharavan	Data	MyHaravan domain, usually "{orgid}.myharavan.com".
custom_bitrix_company_id	Data	Matched Bitrix company ID.
custom_bitrix_company_url	Data	Direct URL to the matched Bitrix company.
custom_bitrix_match_confidence	Percent	Confidence score for the Bitrix match. The app commonly writes 90 or 95.
custom_bitrix_sync_status	Data	Bitrix sync status, for example matched or not_found.
custom_bitrix_last_synced_at	Datetime	Last time company/contact data was synced from Bitrix.
custom_bitrix_last_checked_at	Datetime	Last time production metajson/org lookup checked Bitrix, even if no company was found.
custom_bitrix_company_modified_at	Datetime	Bitrix company modification timestamp when provided by the Bitrix API.
custom_bitrix_not_found_at	Datetime	Last time Bitrix lookup did not find a matching company.
custom_customer_segment	Select / Data	Customer segment used by routing: SME, Medium, or Enterprise.

Notes:

• Lookup priority should be custom_haravan_orgid first, then exact name.
• Do not create a competing custom organization DocType for ticket ownership; HD Customer is the canonical Helpdesk entity.
• custom_customer_segment may exist from production Server Scripts even if it is not declared directly in this app's install hook. The current live segment rule prefers the existing customer value, then Bitrix UF_CRM_1778130421650 mapping (15090 -> SME, 15092 -> Medium, 15094 -> Enterprise), then falls back to Medium for HSI HSI_500+ / 500+ or shopplan Grow / Scale; otherwise it resolves SME.

Contact

Contact is the Frappe contact person entity. It is upserted from Haravan login data when an email exists.

Fieldname	Type	Description
name	Data	Contact document ID.
first_name	Data	Name from Haravan profile, or email prefix fallback.
middle_name	Data	Optional Haravan middle name.
email_id	Data	Primary email. Used to match existing contacts.
phone	Data	Phone number if present or later enriched.
mobile_no	Data	Mobile number if present or later enriched.
links	Child Table	Dynamic Links. Owner/admin Haravan users are linked to HD Customer; staff are not linked for org-wide visibility.
custom_bitrix_contact_id	Data	Matched Bitrix contact ID.
custom_bitrix_contact_url	Data	Direct URL to the matched Bitrix contact.
custom_bitrix_last_synced_at	Datetime	Last Bitrix contact sync timestamp.

Visibility rule:

• Haravan roles owner and admin get a Contact.links row to HD Customer, allowing org-level ticket visibility.
• Staff or other roles do not get the org-wide HD Customer contact link, so they should see only their own tickets in portal behavior.

Haravan Account Link

Custom DocType from this app. It stores the durable mapping between a Frappe user, a Haravan user, and a Haravan organization.

Autoname is method-based in the controller. Treat records as upserted identity links, not as free-form CRM records.

Fieldname	Type	Required	Description
user	Link -> User	Yes	Frappe user account.
email	Data	Yes	User email from Haravan/Frappe.
last_login	Datetime	No	Last successful Haravan OAuth login timestamp.
haravan_userid	Data	Yes	Haravan user ID.
haravan_orgid	Data	Yes	Haravan organization ID.
haravan_orgname	Data	No	Haravan organization/store name.
haravan_orgcat	Data	No	Haravan organization category from profile claims.
haravan_roles	Small Text	No	Haravan role list serialized as text.
raw_profile	Code / JSON	No	Raw normalized login profile for troubleshooting. Contains identity data; avoid exposing broadly.
hd_customer	Link -> HD Customer	No	Helpdesk customer created or matched for this org.

HD Customer Data

Custom DocType from this app. It stores external data snapshots, mainly from Bitrix company/contact enrichment.

Autoname format:

BTRX-{entity_type}-{external_id}

Fieldname	Type	Required	Description
hd_customer	Link -> HD Customer	Yes	Customer/account that the external entity belongs to.
contact	Link -> Contact	No	Related contact, when the external snapshot is contact-specific.
source	Data	Yes	External source name. Default is bitrix.
entity_type	Select	Yes	External entity type. Allowed values: company, contact.
external_id	Data	Yes	ID in the external system.
external_url	Data	No	Direct URL to the external record.
match_key	Data	No	Matching strategy, for example domain_or_haravan_orgid or email_or_phone.
confidence	Percent	No	Match confidence.
last_synced_at	Datetime	No	Last sync timestamp.
summary_json	Code / JSON	No	JSON snapshot returned by the external API. May contain operational CRM data.

Helpdesk Integrations Settings

This is a Helpdesk settings DocType extended with Bitrix configuration fields. These fields are configuration, not ticket/customer business data.

Fieldname	Type	Description
bitrix_customer_api_section	Section Break	UI grouping for customer/company API settings.
bitrix_enabled	Check	Enables or disables Bitrix customer/company profile lookup.
bitrix_webhook_url	Password	Inbound webhook URL used server-side for Bitrix crm.company.*. Never expose to browser or docs with real secret.
bitrix_responsible_api_section	Section Break	UI grouping for responsible-user API settings.
bitrix_responsible_webhook_url	Password	Inbound webhook URL used server-side for Bitrix user.get. Never expose the real value.
bitrix_portal_url	Data	Bitrix portal base URL used to build record links.
bitrix_timeout_seconds	Int	Timeout for Bitrix API calls. Default in metadata is 15.
bitrix_refresh_ttl_minutes	Int	Cache/refresh TTL. Default in metadata is 60.

Agent Operating Rules

• Use Frappe APIs or REST resource APIs. Avoid raw SQL unless there is no safer ORM path.
• If raw SQL is required, use parameterized queries only.
• Log server-side exceptions with frappe.log_error(), not frappe.logger.
• API responses should follow:

{"success": true, "data": {}, "message": "Human-readable message."}

• Treat these fields as sensitive or semi-sensitive:
  • Helpdesk Integrations Settings.bitrix_webhook_url
  • Helpdesk Integrations Settings.bitrix_responsible_webhook_url
  • Haravan Account Link.raw_profile
  • HD Customer Data.summary_json
• Do not translate or rewrite user-generated ticket fields such as subject and description.
• For Haravan org identity, prefer this lookup order:
  1. HD Customer.custom_haravan_orgid
  2. Haravan Account Link.haravan_orgid
  3. HD Ticket.custom_orgid
  4. HD Customer.domain / custom_myharavan

Quick Query Patterns

Find a customer by Haravan org ID:

customer = frappe.db.get_value(
    "HD Customer",
    {"custom_haravan_orgid": int(orgid)},
    ["name", "customer_name", "domain"],
    as_dict=True,
)

Find a ticket's customer profile:

ticket = frappe.db.get_value(
    "HD Ticket",
    ticket_name,
    ["name", "customer", "contact", "raised_by", "custom_orgid"],
    as_dict=True,
)

Find Haravan orgs linked to a user:

links = frappe.get_all(
    "Haravan Account Link",
    filters={"user": user},
    fields=["haravan_orgid", "haravan_orgname", "haravan_roles", "hd_customer"],
)

Find Bitrix snapshots for a customer:

rows = frappe.get_all(
    "HD Customer Data",
    filters={"hd_customer": hd_customer, "source": "bitrix"},
    fields=["entity_type", "external_id", "external_url", "confidence", "last_synced_at"],
)

Source Of Truth In This Repository

Area	File
Custom field creation	login_with_haravan/setup/install.py
Haravan -> Helpdesk sync	login_with_haravan/engines/sync_helpdesk.py
Bitrix customer profile enrichment	login_with_haravan/engines/customer_enrichment.py
Ticket CC behavior	login_with_haravan/overrides/hd_ticket.py
Haravan Account Link schema	login_with_haravan/login_with_haravan/doctype/haravan_account_link/haravan_account_link.json
HD Customer Data schema	login_with_haravan/login_with_haravan/doctype/hd_customer_data/hd_customer_data.json
Production routing Server Script template	scripts/deploy_profile_ticket_routing.py
Production metajson/Bitrix enrichment script	scripts/deploy_bitrix_metajson_enrichment.py

Routing v2 notes

• Current rollout uses Assignment Rules + consistency scripts.
• Ticket - Snapshot Enrichment Fields (Before Insert) snapshots create-time enrichment values.
• Ticket - Normalize Enrichment Routing After Save (After Save) normalizes values for all late flows (email, API, custom lookup) and sets agent_group best-effort without recursive save.
• Active assignment posture:
  • AR01 - Partner Service Routing is disabled (prevent partner dual model conflict).
  • AR02 - SME 9M Scale active, guarded by empty agent_group.
  • AR03 - SME 9M Grow active, guarded by empty agent_group.
  • AR04 - CS60p Fallback active, guarded by empty agent_group.
  • Partner routing operates through Partner - ... - Support Rotation rules using agent_group.