[CSM Portal] case work-state actions, claim flow, and v2 contract realignment

apps/csm-portal/webapp/src/api/backend/mappers.ts

@@ -24,7 +24,7 @@ import type {
   BeAttachment,
   BeCaseComment,
   BeCreatableCommentType,
-  BeCasePriority,
+  BeCaseSeverity,
   BeCaseState,
 } from "@api/backend/types";
 import type {
@@ -47,7 +47,7 @@ import type {
  * doubles as the source.
  */
 export function severityFromPriority(
-  priority: BeCasePriority | undefined,
+  priority: BeCaseSeverity | undefined,
 ): Severity {
   switch (priority) {
     case "catastrophic":
@@ -65,7 +65,7 @@ export function severityFromPriority(
   }
 }
 
-export function priorityFromSeverity(severity: Severity): BeCasePriority {
+export function priorityFromSeverity(severity: Severity): BeCaseSeverity {
   switch (severity) {
     case "S0":
       return "catastrophic";

apps/csm-portal/webapp/src/api/backend/types.ts

@@ -48,7 +48,7 @@ export interface BeSearchResponseBase {
 // Cases
 // ---------------------------------------------------------------------------
 
-export type BeCasePriority =
+export type BeCaseSeverity =
   | "catastrophic"
   | "critical"
   | "high"
@@ -63,11 +63,20 @@ export type BeCaseIssueType =
   | "security_or_compliance"
   | "total_outage";
 
+/** Case type (entity `typeKey`). Only `support` is creatable from the portal. */
+export type BeCaseType =
+  | "support"
+  | "service_request"
+  | "security_report_analysis"
+  | "announcement"
+  | "engagement";
+
 export type BeCaseState =
   | "open"
   | "work_in_progress"
   | "waiting_on_wso2"
   | "awaiting_info"
+  | "reopened"
   | "solution_proposed"
   | "closed";
 
@@ -78,7 +87,7 @@ export type BeCaseState =
  */
 export type BeCaseWorkState = "ongoing" | "paused";
 
-export type BeCaseSortField = "created_at" | "updated_at" | "closed_at";
+export type BeCaseSortField = "createdOn" | "updatedOn" | "severity" | "state";
 
 export interface BeCase {
   id: string;
@@ -90,8 +99,9 @@ export interface BeCase {
   deployedProductId?: string;
   subject?: string;
   description?: string;
-  priority?: BeCasePriority;
+  severity?: BeCaseSeverity;
   issueType?: BeCaseIssueType;
+  type?: BeCaseType;
   state?: BeCaseState;
   createdAt?: string;
   updatedAt?: string;
@@ -112,6 +122,18 @@ export interface BeEntityRef {
   name: string;
 }
 
+/**
+ * The assigned CS engineer embedded in case views. Carries `email` so the FE
+ * can tell whether the case is assigned to the signed-in user (the only stable
+ * identity the FE has from the JWT). `email` may be `null` depending on the data
+ * source / endpoint — the GET populates it where available.
+ */
+export interface BeAssignedEngineerRef {
+  id: string;
+  name?: string;
+  email?: string | null;
+}
+
 /** A referenced deployed product (its display name is the product + version). */
 export interface BeDeployedProductRef {
   id: string;
@@ -142,15 +164,16 @@ export interface BeCaseView {
   internalId?: string;
   subject?: string;
   description?: string;
-  priority?: BeCasePriority;
+  severity?: BeCaseSeverity;
   issueType?: BeCaseIssueType;
+  type?: BeCaseType;
   state?: BeCaseState;
   /** Work sub-state; only meaningful while `state` is `work_in_progress`. */
   workState?: BeCaseWorkState | null;
   nextStates?: BeCaseState[];
   createdBy?: BeUserRef;
   /** The CS engineer the case is assigned to; null when unassigned. */
-  assignedEngineer?: BeEntityRef | null;
+  assignedEngineer?: BeAssignedEngineerRef | null;
   account?: BeCaseAccountRef;
   project?: BeEntityRef;
   deployment?: BeEntityRef;
@@ -161,13 +184,15 @@ export interface BeCaseView {
 }
 
 export interface BeCaseCreatePayload {
+  /** Case type. The portal only creates `support` cases. */
+  typeKey: "support";
   projectId: string;
   deploymentId: string;
   deployedProductId: string;
   subject: string;
   description: string;
-  priority: BeCasePriority;
-  issueType: BeCaseIssueType;
+  severityKey: BeCaseSeverity;
+  issueTypeKey: BeCaseIssueType;
 }
 
 /** The case summary embedded in the `POST /cases` success envelope. */
@@ -188,20 +213,23 @@ export interface BeCaseCreateResponse {
 
 /**
  * Request body for `PATCH /cases/{id}` (mirrors the entity `UpdateCaseRequest`).
- * **Exactly one** of `state` / `priority` / `assigneeEmail` / `watchList` is
- * sent per call — the backend rejects zero or more than one. Encoded as a
- * discriminated union (each variant `?: never`s the others) so the
- * exactly-one-field contract is enforced at compile time, not just in docs.
- * `assigneeEmail` and `watchList` are supported **only** for the ServiceNow
- * data source.
+ * **Exactly one** of `stateKey` / `severityKey` / `workStateKey` /
+ * `assigneeEmail` / `watchList` is sent per call — the backend rejects zero or
+ * more than one. Encoded as a discriminated union (each variant `?: never`s the
+ * others) so the exactly-one-field contract is enforced at compile time, not
+ * just in docs. `assigneeEmail` and `watchList` are supported **only** for the
+ * ServiceNow data source. `workStateKey` is only accepted while the case is
+ * `work_in_progress`.
  */
 export type BeCaseUpdatePayload =
-  | { state: BeCaseState; priority?: never; assigneeEmail?: never; watchList?: never }
-  | { state?: never; priority: BeCasePriority; assigneeEmail?: never; watchList?: never }
+  | { stateKey: BeCaseState; severityKey?: never; workStateKey?: never; assigneeEmail?: never; watchList?: never }
+  | { stateKey?: never; severityKey: BeCaseSeverity; workStateKey?: never; assigneeEmail?: never; watchList?: never }
+  /** Work sub-state toggle (`ongoing` / `paused`) for an in-progress case. */
+  | { stateKey?: never; severityKey?: never; workStateKey: BeCaseWorkState; assigneeEmail?: never; watchList?: never }
   /** Email of the engineer to assign (ServiceNow only). */
-  | { state?: never; priority?: never; assigneeEmail: string; watchList?: never }
+  | { stateKey?: never; severityKey?: never; workStateKey?: never; assigneeEmail: string; watchList?: never }
   /** Full replacement watch list as emails (ServiceNow only). */
-  | { state?: never; priority?: never; assigneeEmail?: never; watchList: string[] };
+  | { stateKey?: never; severityKey?: never; workStateKey?: never; assigneeEmail?: never; watchList: string[] };
 
 /** A user in the case watch list, as echoed by `PATCH /cases/{id}`. */
 export interface BeWatchListUser {
@@ -217,7 +245,8 @@ export interface BeUpdatedCase {
   updatedOn?: string;
   updatedBy?: string;
   state?: BeCaseState;
-  priority?: BeCasePriority;
+  severity?: BeCaseSeverity;
+  workState?: BeCaseWorkState | null;
   watchList?: BeWatchListUser[];
   assignedTo?: BeEntityRef | null;
 }
@@ -236,10 +265,14 @@ export interface BeCaseSearchFilters {
   /** Optional project filter; omit for a cross-project search. */
   projectIds?: string[];
   deploymentIds?: string[];
-  deployedProductIds?: string[];
+  typeKeys?: BeCaseType[];
   stateKeys?: BeCaseState[];
-  priorityKeys?: BeCasePriority[];
+  severityKeys?: BeCaseSeverity[];
   issueTypeKeys?: BeCaseIssueType[];
+  /** Filter to cases created by these emails. */
+  createdBy?: string[];
+  /** When true, the caller's email (from the JWT) is appended to `createdBy`. */
+  createdByMe?: boolean;
 }
 
 export interface BeCaseSearchPayload {
@@ -263,20 +296,32 @@ export interface BeCaseSearchView {
   number?: string;
   /** Project-scoped WSO2 case reference (customer portal calls this the same). */
   internalId?: string;
-  subject?: string;
+  /**
+   * Case title. NOTE: the search response uses `title` (not `subject` like the
+   * `GET /cases/{id}` CaseView) — a backend naming inconsistency. The BFF
+   * openapi documents this as `subject`, but the entity returns `title`.
+   */
+  title?: string;
   description?: string;
-  priority?: BeCasePriority;
+  severity?: BeCaseSeverity;
   issueType?: BeCaseIssueType;
+  /** Case type (entity `caseType` on the search view). */
+  caseType?: BeCaseType;
   state?: BeCaseState;
   /** Work sub-state; only meaningful while `state` is `work_in_progress`. */
   workState?: BeCaseWorkState | null;
+  /** The CS engineer the case is assigned to; null when unassigned. */
+  assignedEngineer?: BeAssignedEngineerRef | null;
   createdOn?: string;
+  /** Often absent on the search view (unlike the GET view); tolerate it missing. */
   updatedOn?: string;
-  closedAt?: string | null;
-  createdBy?: BeUserRef;
+  /** Created-by is a bare email string here (not a UserRef like the GET view). */
+  createdBy?: string;
   project?: BeEntityRef;
   deployment?: BeEntityRef;
-  deployedProduct?: BeDeployedProductRef;
+  /** Embedded as `{ id, name }` (name already includes the version), not the
+   * `displayName`-shaped ref the GET view uses. */
+  deployedProduct?: BeEntityRef;
 }
 
 export interface BeCaseSearchResponse extends BeSearchResponseBase {

apps/csm-portal/webapp/src/components/StateChip.tsx

@@ -0,0 +1,52 @@
+// Copyright (c) 2026 WSO2 LLC. (https://www.wso2.com).
+//
+// WSO2 LLC. licenses this file to you under the Apache License,
+// Version 2.0 (the "License"); you may not use this file except
+// in compliance with the License.
+// You may obtain a copy of the License at
+//
+// http://www.apache.org/licenses/LICENSE-2.0
+//
+// Unless required by applicable law or agreed to in writing,
+// software distributed under the License is distributed on an
+// "AS IS" BASIS, WITHOUT WARRANTIES OR CONDITIONS OF ANY
+// KIND, either express or implied.  See the License for the
+// specific language governing permissions and limitations
+// under the License.
+
+import type { JSX } from "react";
+import {
+  stateColor,
+  stateLabel,
+} from "@features/csm-dashboard/utils/abtDashboard";
+import SemanticChip from "@components/SemanticChip";
+
+interface StateChipProps {
+  state: string;
+  size?: "small" | "medium";
+  /** Render a pointer cursor when the chip sits inside a link / clickable row. */
+  clickable?: boolean;
+}
+
+/**
+ * The single source of truth for rendering a case lifecycle-state badge. Renders
+ * as a solid {@link SemanticChip} so the state reads as a status pill rather than
+ * quiet text — but, unlike {@link SeverityChip}, it is NOT bold, so severity
+ * stays the top scan signal in a row. Colour follows the "whose move is it"
+ * STATE_COLOR semantics; the neutral `default` states (e.g. awaiting info) have
+ * no accessible solid fill and fall back to an outlined chip.
+ */
+export default function StateChip({
+  state,
+  size = "small",
+  clickable = false,
+}: StateChipProps): JSX.Element {
+  return (
+    <SemanticChip
+      role={stateColor(state)}
+      label={stateLabel(state)}
+      size={size}
+      clickable={clickable}
+    />
+  );
+}

apps/csm-portal/webapp/src/config/csmNavItems.ts

@@ -51,7 +51,7 @@ export const CSM_NAV_ITEMS: CsmNavItem[] = [
   { id: "time-cards", label: "Time cards", path: "/time-cards", icon: Clock },
   { id: "accounts", label: "Accounts", path: "/accounts", icon: Building },
   { id: "projects", label: "Projects", path: "/projects", icon: FolderOpen },
-  { id: "admin", label: "Administration", path: "/admin", icon: Settings },
+  { id: "admin", label: "Settings", path: "/admin", icon: Settings },
 ];
 
 /** The nav item whose path is (a prefix of) `pathname`, if any. */

apps/csm-portal/webapp/src/features/csm-admin/pages/CsmAdminLayout.tsx

@@ -49,7 +49,7 @@ export default function CsmAdminLayout(): JSX.Element {
 
   return (
     <Box sx={{ display: "flex", flexDirection: "column", gap: 3 }}>
-      <Typography variant="h5">Administration</Typography>
+      <Typography variant="h5">Settings</Typography>
 
       <Tabs
         value={active}