Complaint Models

Overview

This document describes the data models used in the complaints management system. The system uses two primary models: Complaint and SupportStaff, both defined in the complaint.model.js file.

Models

Complaint Model

The Complaint model represents a user-submitted complaint in the system.

Schema Definition

const complaintSchema = new mongoose.Schema({
  userId: {
    type: mongoose.Schema.Types.ObjectId,
    required: true,
    ref: "User"
  },
  title: {
    type: String,
    required: true
  },
  date: {
    type: Date,
    required: true,
  },
  phoneNumber: {
    type: String, 
    required: true,
    defualt: ""
  },
  status: {
    type: String,
    required: true,
    enum: ['Pending', 'In Progress', 'Resolved'],
    default: 'Pending'
  },
  description: {
    type: String,
    required: true
  },
  imageUrls: {
    type: [String],
    required: false,
    default: []
  },
  category: {
    type: String,
    required: true
  },
  subCategory: {
    type: String,
    required: true
  },
  assignedName: {
    type: String,
    required: false,
    default: null
  },
  assignedContact: {
    type: String,
    required: false,
    default: null
  },
  assignedStaffId: {
    type: mongoose.Schema.Types.ObjectId,
    ref: "SupportStaff",
    required: false,
    default: null
  },
  createdAt: {
    type: Date,
    default: Date.now
  },
  updatedAt: {
    type: Date,
    default: Date.now
  },
});

Fields

Field	Type	Required	Default	Description
userId	ObjectId	Yes	-	ID of the user who created the complaint, references the User model
title	String	Yes	-	Title/summary of the complaint
date	Date	Yes	-	Date when the issue occurred
phoneNumber	String	Yes	""	Contact number of the complainant
status	String	Yes	"Pending"	Current status of the complaint (Pending/In Progress/Resolved)
description	String	Yes	-	Detailed description of the issue
imageUrls	[String]	No	[]	Array of filenames for uploaded images related to the complaint
category	String	Yes	-	Main category of the complaint (e.g., Plumbing, Electrical)
subCategory	String	Yes	-	Specific subcategory within the main category
assignedName	String	No	null	Name of the support staff assigned to this complaint
assignedContact	String	No	null	Contact number of the assigned support staff
assignedStaffId	ObjectId	No	null	ID of the assigned support staff, references SupportStaff model
createdAt	Date	No	Date.now	Timestamp when the complaint was created
updatedAt	Date	No	Date.now	Timestamp when the complaint was last updated

Relationships

• User (One-to-Many): A complaint belongs to one user, but a user can have many complaints
• SupportStaff (Many-to-One): A complaint can be assigned to one support staff, but a support staff can have many assigned complaints

Usage

The Complaint model is used to: - Store complaint details submitted by users - Track the status and resolution progress of complaints - Link complaints to assigned support staff - Store references to uploaded images

SupportStaff Model

The SupportStaff model represents maintenance personnel who can be assigned to resolve complaints.

Schema Definition

const SupportStaffSchema = new mongoose.Schema({
  name: { type: String, required: true },
  phone: { type: String, required: true },
  categories: [{ 
    type: String,
    required: false 
  }],
  subCategories: [{ 
    type: String,
    required: false 
  }],
  assignedComplaints: [{
    type: mongoose.Schema.Types.ObjectId,
    ref: "Complaint"
  }],
  resolvedComplaints: [{
    type: mongoose.Schema.Types.ObjectId,
    ref: "Complaint"
  }],
  isAvailable: {
    type: Boolean,
    default: true
  },
  createdAt: {
    type: Date,
    default: Date.now
  }
});

Fields

Field	Type	Required	Default	Description
name	String	Yes	-	Name of the support staff member
phone	String	Yes	-	Contact number of the support staff
categories	[String]	No	[]	Array of complaint categories this staff can handle
subCategories	[String]	No	[]	Array of complaint subcategories this staff can handle
assignedComplaints	[ObjectId]	No	[]	Array of complaint IDs currently assigned to this staff
resolvedComplaints	[ObjectId]	No	[]	Array of complaint IDs resolved by this staff
isAvailable	Boolean	No	true	Flag indicating if staff is currently available for assignments
createdAt	Date	No	Date.now	Timestamp when the staff record was created

Virtual Properties

// Virtual property to calculate availability based on assigned complaints
SupportStaffSchema.virtual('isBusy').get(function() {
  return this.assignedComplaints && this.assignedComplaints.length >= 5;
});

// Virtual property to get total resolved complaints count
SupportStaffSchema.virtual('totalResolved').get(function() {
  return this.resolvedComplaints ? this.resolvedComplaints.length : 0;
});

Virtual Property	Return Type	Description
isBusy	Boolean	Returns true if staff has 5 or more active complaints assigned
totalResolved	Number	Returns the count of complaints resolved by this staff member

Schema Options

// Set toJSON option to include virtuals
SupportStaffSchema.set('toJSON', { virtuals: true });
SupportStaffSchema.set('toObject', { virtuals: true });

These options ensure that virtual properties are included when the document is converted to JSON or a plain object.

Relationships

• Complaint (One-to-Many): A support staff can have many assigned complaints and many resolved complaints

Usage

The SupportStaff model is used to: - Store information about maintenance personnel - Track which categories/subcategories each staff member specializes in - Track currently assigned and previously resolved complaints - Calculate staff availability and workload

Model Registration

export const Complaint = mongoose.model("Complaint", complaintSchema);
export const SupportStaff = mongoose.model("SupportStaff", SupportStaffSchema);

Both models are registered with Mongoose and exported for use throughout the application.

Database Considerations

Indexing

Although not explicitly defined in the schema, the following fields should be indexed for performance: - Complaint.userId: Frequently queried when listing a user's complaints - Complaint.status: Used for filtering complaints by status - Complaint.assignedStaffId: Used when finding complaints assigned to a staff member - SupportStaff.categories and SupportStaff.subCategories: Used for matching staff to complaints

Data Validation

The schema includes several validation features: - Required fields to ensure critical data is present - Enum for status values to enforce valid status transitions - Default values to ensure proper initialization - References to ensure data integrity between collections

Performance Considerations

• Virtual properties are used to calculate derived values rather than storing redundant data
• Array fields (like assignedComplaints) should be monitored for growing too large
• The relationship between complaints and staff is bi-directional, requiring careful management during updates