Fluent support

1. Handover — YDB FluentSupport Tools freeze

We freeze the current development here.

Current accepted working release:

v19.18 — soft release reload overlay

Use this as the current baseline:

[Download v19.18](sandbox:/mnt/data/ydb-fluentsupport-tools-v19-18-soft-release-reload-overlay.zip)

1. Current working features

v19.18 keeps the stable behavior from the previous good line and adds the softer release refresh UX.

Working / accepted:

Feature	Status
-------------------------------------------------------	-------
Conflict badge	Working
Release ticket button	Working
Forward ticket button availability	Working
Assignment badge	Working
Assignment shown near FluentSupport UI	Working
Reply ownership guard	Working
Admin archive button	Working
Header initials / current user	Working
Table-like ticket list	Working
After YDB Release, current browser reloads with overlay	Working

After clicking Release ticket, the current browser shows:

Ticket released. Updating view…

Then it reloads shortly. This clears FluentSupport’s stale native assignee dropdown.

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1. Important lessons / decisions

1. Do not fight the native FluentSupport assignee dropdown

Attempts to rewrite, hide, or override the native assignee dropdown caused problems:

• flashing between old agent and unassigned
• loss of conflict badge
• missing Release / Forward buttons
• unstable UI

Decision:

Do not rewrite FluentSupport’s native assignment dropdown directly.

Use our YDB badge/mirror for live truth, and only reload the current browser after our Release action.

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1. Do not force reload all viewers

Full reload for all browsers viewing the same ticket is disruptive.

Decision:

For now:

• agent who clicks Release may reload
• other agents should not be force-reloaded
• future approach should use non-disruptive prompts or partial refresh

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1. Bad / discarded versions

Do not use these as baselines:

Version	Reason
---------------------------------	------------------------------------------------------------
v19.06	ticket-list assignment refresh failed
v19.08	broke conflict/release/forward
v19.10	caused flashing native assignee
v19.13	all-viewers reload not reliable
v19.14	ticket-list status refresh failed and broke release behavior
v19.15	broken rollback; no updates/release/forward
native dropdown override attempts	too risky

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1. Next development direction

We stop modifying ticket detail behavior now.

Next work should be only the ticket list.

Goal:

Build a reliable live operational ticket list showing:

Ticket #	Subject	Status	Assigned to
--------	-------	------	-----------

Possibly later:

• Last update
• Waiting time
• Priority
• Source
• Product/tag
• Current viewers
• Handling state

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1. Best approach for next phase

Do not scrape or fight FluentSupport’s frontend.

Instead, use server/database as source of truth.

The FluentSupport ticket table already seems to contain useful fields such as:

• ticket ID
• `agent_id`
• `status`
• possibly priority/timestamps/customer/source

Next step should be:

1. inspect FluentSupport ticket tables
2. identify exact table/field names
3. create a YDB REST endpoint returning live state for visible ticket IDs
4. update only the YDB table-like ticket list cells
5. avoid touching ticket detail page logic

Future optional extension:

Create a linked YDB table for extra operational metadata, for example:

• last viewed by
• current handling state
• release events
• refresh prompts
• custom ticket flags
• dashboard-only fields

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1. Frozen baseline instruction

Continue from:

v19.18

Next modifications:

Ticket list only.