feat: harden support, localize knowledge and add operator availability [skip ci]

Source-only publication of reviewed commit 64e96a7f423673dc29ad56485be9fc79bce8af1c.

Passed in isolation: focused frontend/backend tests, race checks, TypeScript typecheck, lint, Go compilation, Flowgram build, and deterministic SDK build/tests.

Not accepted as a production release: Next.js export/native assembly remains blocked by environment memory limits; browser interaction and MySQL staging acceptance remain unverified. No production server, database/schema, runtime configuration, deployment, release tag, or workflow execution was performed.

Expected source tree: 0a4a7528e9.

internal/models/models.go

@@ -1,3 +1,6 @@
+// Modified in AgentDeskNext: authenticated support availability and calendars.
+// Modified in the independent hardening fork; see docs/hardening.
+
 package models
 
 import (
@@ -45,6 +48,8 @@ var Models = []any{
 	&AgentProfile{},
 	&AgentTeam{},
 	&AgentTeamSchedule{},
+	&SupportCalendar{},
+	&AgentPresenceLease{},
 	&AIConfig{},
 	&KnowledgeBase{},
 	&KnowledgeDirectory{},
@@ -250,6 +255,10 @@ type Customer struct {
 
 // CustomerIdentity 客户第三方身份映射表。
 type CustomerIdentity struct {
+	// Empty scope is legacy/internal integration data; public sessions never fall back to it.
+	IdentityScope string `gorm:"type:varchar(80);not null;default:'';index:idx_customer_identity_scope"`
+	// Nullable for legacy rows; all new public scoped identities claim a unique digest.
+	ScopedKey      *string              `gorm:"type:varchar(64);uniqueIndex:uk_customer_scoped_key"`
 	ID             int64                `gorm:"primaryKey;autoIncrement"`
 	CustomerID     int64                `gorm:"type:bigint;not null;uniqueIndex:uk_customer_external"`                    // 为所属客户ID。
 	ExternalSource enums.ExternalSource `gorm:"type:varchar(30);uniqueIndex:uk_customer_external"`                        // 为外部身份来源
@@ -777,21 +786,25 @@ type TicketProgress struct {
 
 // AgentProfile 客服档案。
 type AgentProfile struct {
-	ID                    int64               `gorm:"primaryKey;autoIncrement"`                         // ID 为客服档案主键。
-	UserID                int64               `gorm:"type:bigint;not null;uniqueIndex"`                 // UserID 关联后台用户，一名用户只允许一份客服档案。
-	TeamID                int64               `gorm:"type:bigint;not null;default:0;index"`             // TeamID 为客服所属客服组。
-	AgentCode             string              `gorm:"type:varchar(64);not null;default:'';uniqueIndex"` // AgentCode 为客服工号，用于业务侧识别客服。
-	DisplayName           string              `gorm:"type:varchar(100);not null;default:'';index"`      // DisplayName 为客服展示名，可区别于后台昵称。
-	Avatar                string              `gorm:"type:varchar(1024);not null;default:''"`           // Avatar 为客服头像 URL。
-	ServiceStatus         enums.ServiceStatus `gorm:"type:int;not null;default:0;index"`                // ServiceStatus 表示客服服务状态：0空闲 1忙碌。
-	MaxConcurrentCount    int                 `gorm:"type:int;not null;default:0"`                      // MaxConcurrentCount 表示客服最大并发接待数。
-	PriorityLevel         int                 `gorm:"type:int;not null;default:0;index"`                // PriorityLevel 表示自动分配优先级，值越大越优先。
-	AutoAssignEnabled     bool                `gorm:"not null;default:true;index"`                      // AutoAssignEnabled 表示是否参与自动分配。
-	ReceiveOfflineMessage bool                `gorm:"not null;default:false"`                           // ReceiveOfflineMessage 表示离线时是否仍接收离线消息或转接消息。
-	LastOnlineAt          *time.Time          `gorm:"index"`                                            // LastOnlineAt 记录最近一次在线时间。
-	LastStatusAt          *time.Time          `gorm:"index"`                                            // LastStatusAt 记录最近一次状态变更时间。
-	Status                enums.Status        `gorm:"type:int;not null;default:0;index"`                // Status 表示客服档案状态
-	Remark                string              `gorm:"type:text"`                                        // Remark 记录客服备注信息。
+	ID                       int64               `gorm:"primaryKey;autoIncrement"`                         // ID 为客服档案主键。
+	UserID                   int64               `gorm:"type:bigint;not null;uniqueIndex"`                 // UserID 关联后台用户，一名用户只允许一份客服档案。
+	TeamID                   int64               `gorm:"type:bigint;not null;default:0;index"`             // TeamID 为客服所属客服组。
+	AgentCode                string              `gorm:"type:varchar(64);not null;default:'';uniqueIndex"` // AgentCode 为客服工号，用于业务侧识别客服。
+	DisplayName              string              `gorm:"type:varchar(100);not null;default:'';index"`      // DisplayName 为客服展示名，可区别于后台昵称。
+	Avatar                   string              `gorm:"type:varchar(1024);not null;default:''"`           // Avatar 为客服头像 URL。
+	AvailabilityReturnStatus enums.ServiceStatus `gorm:"not null;default:0"`
+	AbsenceStartAt           *time.Time          `gorm:"index"`
+	AbsenceEndAt             *time.Time          `gorm:"index"`
+	AssignmentVersion        int64               `gorm:"not null;default:0"`
+	ServiceStatus            enums.ServiceStatus `gorm:"type:int;not null;default:0;index"` // ServiceStatus stores working state; effective vacation state is evaluated from its dated interval.
+	MaxConcurrentCount       int                 `gorm:"type:int;not null;default:0"`       // MaxConcurrentCount limits active conversations; zero is unlimited.
+	PriorityLevel            int                 `gorm:"type:int;not null;default:0;index"` // PriorityLevel 表示自动分配优先级，值越大越优先。
+	AutoAssignEnabled        bool                `gorm:"not null;default:true;index"`       // AutoAssignEnabled 表示是否参与自动分配。
+	ReceiveOfflineMessage    bool                `gorm:"not null;default:false"`            // ReceiveOfflineMessage is deprecated compatibility data; it never bypasses live eligibility.
+	LastOnlineAt             *time.Time          `gorm:"index"`                             // LastOnlineAt is historical metadata, not the source of live platform presence.
+	LastStatusAt             *time.Time          `gorm:"index"`                             // LastStatusAt 记录最近一次状态变更时间。
+	Status                   enums.Status        `gorm:"type:int;not null;default:0;index"` // Status 表示客服档案状态
+	Remark                   string              `gorm:"type:text"`                         // Remark 记录客服备注信息。
 	AuditFields
 }