a41f2bf47e
- Added new modules for SIM management, internet management, and call history to the BFF, improving service organization and modularity. - Updated environment validation schema to reflect changes in Salesforce event channels, ensuring accurate configuration. - Refactored router configuration to include new subscription-related modules, enhancing API routing clarity. - Cleaned up Salesforce integration by removing unused service files and optimizing event handling logic. - Improved support service by adding cache invalidation logic for case comments, ensuring real-time updates for users. - Updated domain schemas to remove deprecated fields and enhance validation for residence card verification, promoting data integrity. - Enhanced utility functions in the portal for better address formatting and confirmation prompts, improving user experience.
4.6 KiB
4.6 KiB
Support Cases
How the portal surfaces and creates support cases for customers.
Data Source & Scope
- Cases are read and written directly in Salesforce. Origin is set to "Portal Support."
- The portal only shows cases for the customer's mapped Salesforce Account to avoid leakage across customers.
Creating a Case
- Required inputs: subject and description. Optional: category/type and priority.
- The portal creates the case in Salesforce with Status = New and Priority mapped to Salesforce values.
- If a Contact ID is available it is used; otherwise the Account ID is set on the case.
Viewing Cases
- Cases are fetched from Salesforce with Redis caching (see Caching section below).
- The portal summarizes open vs. closed counts and highlights high-priority cases.
Real-Time Updates via Platform Events
Support cases use Platform Events for real-time cache invalidation:
Platform Event: Case_Status_Update__e
| Field | API Name | Description |
|---|---|---|
| Account ID | Account_Id__c |
Salesforce Account ID |
| Case ID | Case_Id__c |
Salesforce Case ID |
Flow Trigger: Record update on Case when Status changes (and Origin = "Portal Support")
BFF Behavior:
- Invalidates
support:cases:{accountId}cache - Invalidates
support:messages:{caseId}cache - Sends SSE
support.case.changedto connected portals - Portal refetches case data automatically
See docs/integrations/salesforce/platform-events.md for full Platform Event documentation.
Caching Strategy
We use Redis TTL-based caching to reduce Salesforce API calls:
| Cache Key | TTL | Invalidated On |
|---|---|---|
support:cases:{accountId} |
2 minutes | Case created |
support:messages:{caseId} |
1 minute | Comment added |
Features:
- Request coalescing: Prevents thundering herd on cache miss
- Write-through invalidation: Cache cleared after customer writes
- Metrics tracking: Hits, misses, and invalidations are tracked
Customer-Friendly Status Mapping
Salesforce uses internal workflow statuses that may not be meaningful to customers. We map them to simplified, customer-friendly labels:
| Salesforce Status (API) | Portal Display | Meaning |
|---|---|---|
| 新規 (New) | New | New case, not yet reviewed |
| 対応中 (In Progress) | In Progress | Support is working on it |
| Awaiting Approval | In Progress | Internal workflow (hidden) |
| VPN Pending | In Progress | Internal workflow (hidden) |
| Pending | In Progress | Internal workflow (hidden) |
| 完了済み (Replied) | Awaiting Customer | Support replied, waiting for customer |
| Closed | Closed | Case is closed |
Rationale:
- Internal workflow statuses are hidden from customers and shown as "In Progress"
- "Replied/完了済み" means support has responded and is waiting for the customer
- Only 4 statuses visible to customers: New, In Progress, Awaiting Customer, Closed
Case Conversation (Messages)
The case detail view shows a unified conversation timeline composed of:
- EmailMessages - Email exchanges attached to the case
- CaseComments - Portal comments added by customer or agent
Features
- Date grouping: Messages are grouped by date (Today, Yesterday, Mon Dec 30, etc.)
- Attachment indicators: Messages with attachments show a paperclip icon
- Clean email bodies: Quoted reply chains are stripped (see below)
Email Body Cleaning
Emails often contain quoted reply chains that pollute the conversation view. We automatically clean email bodies to show only the latest reply by stripping:
Single-line patterns:
- Lines starting with
>(quoted text) From:,To:,Subject:,Sent:headers- Japanese equivalents (送信者:, 件名:, etc.)
Multi-line patterns:
- "On Mon, Dec 29, 2025 at 18:43 ... wrote:" (Gmail style, spans multiple lines)
- "-------- Original Message --------" blocks
- Forwarded message headers
This ensures each message bubble shows only the new content, not the entire email history.
If something goes wrong
- Salesforce unavailable: we show "support system unavailable, please try again later."
- Case not found or belongs to another account: we respond with "case not found" to avoid leaking information.