Merge commit '7e675e7beb25a8ddcb3f6cc6f0101f0ffd668e1e' into HEAD

The email-connection feature was whole on the server and unreachable in the
product. `ticketing_email_connections` has shipped since 2026_04_08_000008,
the three write routes are live and healthy — an empty POST answers a 422
validation bag — and index() has been computing an `emailConnections` prop on
EVERY settings render. The one thing missing was the segment that lets
somebody look at it: `email` was not in the `{tab}` whitelist, so the only
deep link anybody could guess fell through to the POST-only `/settings/email`
and answered 405 while its five siblings answered 200.

The segment is in the whitelist now, and the shell's Settings.vue grows the
tab that renders the prop (dashboard-shell, same branch).

Two things about the prop had to change before a UI could read it:

  · the stored mailbox PASSWORD no longer leaves the server. It was sitting in
    `config` on a prop that ships to everyone who can open Help Desk Settings;
    nothing rendered it before, so nothing is lost by shaping the rows by hand
    and sending `has_password` instead of the credential.

  · a save with the password box blank KEEPS the stored password. The form
    cannot prefill a password it is never sent, so an empty box has to mean
    "unchanged" — otherwise correcting a host would silently disconnect the
    mailbox, and the row would still read as configured.

Proof: tests/Feature/Ticketing/EmailConnectionsHaveADoorTest.php (shell) —
17 tests, including every tab key read out of the Vue's own TAB_KEYS and
asserted 200.

Co-Authored-By: Claude Opus 5 <noreply@anthropic.com>

database/migrations/2026_10_21_000001_add_recovered_by_to_ticketing_agent_access.php

@@ -0,0 +1,43 @@
+<?php
+
+use Illuminate\Database\Migrations\Migration;
+use Illuminate\Database\Schema\Blueprint;
+use Illuminate\Support\Facades\Schema;
+
+/**
+ * WHO WROTE THIS ROW AS A RESCUE — [central-ticketing] #5002.
+ *
+ * #4806 let a site admin appoint somebody to a help desk group that has no
+ * manager left who could still act. That write is the only way back into such
+ * a group, and it ENDS the condition that allowed it: appoint a `manager` and
+ * the group has a manager again, so the recovery arm shuts behind the press.
+ * With `destroyAgent()` gated on plain manager rights, a rescuer who named the
+ * wrong person could not take the row back — the only person who could was the
+ * person wrongly appointed.
+ *
+ * `orphanedGroupIds()` cannot tell that case from a healthy group with one
+ * working manager: both are "orphaned if you disregard this row", and allowing
+ * the second would let any site admin strip a manager from a group that is
+ * none of their business (#4710). So the row has to say where it came from.
+ *
+ * Nullable, and null on every row written the ordinary way: this is not
+ * "created_by", it is "this row exists because <user> rescued the group, and
+ * it is theirs to undo". No foreign key — `user_id` on this table has none
+ * either, and a deleted rescuer should leave the row alone, not take it.
+ */
+return new class extends Migration
+{
+    public function up(): void
+    {
+        Schema::table('ticketing_agent_access', function (Blueprint $table) {
+            $table->unsignedBigInteger('recovered_by')->nullable()->after('role');
+        });
+    }
+
+    public function down(): void
+    {
+        Schema::table('ticketing_agent_access', function (Blueprint $table) {
+            $table->dropColumn('recovered_by');
+        });
+    }
+};

src/Console/Commands/AutoCloseTickets.php

@@ -22,9 +22,39 @@ class AutoCloseTickets extends Command
 
         $cutoff = now()->subDays($days);
 
-        $count = Ticket::where('status', 'resolved')
+        /*
+         * CLOSED ONE AT A TIME, THROUGH THE MODEL — [central-ticketing] #4781.
+         *
+         * This was a single `->update(['status' => 'closed'])`, which is one
+         * statement and no model events. Since #4781 a ticket's status change is
+         * an audited fact, and a bulk update would have left exactly one way of
+         * closing a ticket invisible: the Changes log would show a ticket going
+         * open → resolved and then nothing, while the row itself said `closed`.
+         * "Who closed this" is the question the audit trail exists to answer,
+         * and "the nightly sweep did, on this date" is a real answer — but only
+         * if the sweep writes it.
+         *
+         * Per-ticket rather than one summary event because the answer has to be
+         * on THE TICKET: the per-record history panel reads rows whose subject
+         * is that ticket, and an aggregate "closed 14 tickets" row would not
+         * appear in any of their histories.
+         *
+         * `chunkById`, so a first sweep over a long backlog does not load every
+         * resolved ticket into memory at once. Paging by id is what makes this
+         * safe while the filtered column is being written: each page continues
+         * from the last id seen rather than from an offset, so rows dropping out
+         * of `status = 'resolved'` cannot cause a page to be skipped.
+         */
+        $count = 0;
+
+        Ticket::where('status', 'resolved')
             ->where('updated_at', '<=', $cutoff)
-            ->update(['status' => 'closed']);
+            ->chunkById(200, function ($tickets) use (&$count) {
+                foreach ($tickets as $ticket) {
+                    $ticket->forceFill(['status' => 'closed'])->save();
+                    $count++;
+                }
+            });
 
         $this->info("Auto-closed {$count} ticket(s) resolved more than {$days} day(s) ago.");
 

src/Http/Controllers/TicketController.php

@@ -1082,9 +1082,17 @@ class TicketController extends Controller
             return $refusal;
         }
 
+        // Fetched and deleted one model at a time rather than as a query-builder
+        // delete, because a builder delete fires no model events — and since
+        // #4781 a TicketParticipant row IS an audited fact (who can see this
+        // ticket's correspondence). Deleting in bulk here would have recorded
+        // every add and no removal, which is a worse trail than none: it reads
+        // as though nobody is ever taken off a ticket. ->get() rather than
+        // ->first(), so a duplicated pair is still fully removed.
         TicketParticipant::where('ticket_id', $ticket->id)
             ->where('user_id', $userId)
-            ->delete();
+            ->get()
+            ->each->delete();
 
         return back()->with('success', 'Participant removed.');
     }

src/Http/Controllers/TicketingSettingsController.php

@@ -3,6 +3,9 @@
 namespace Dashboard\Ticketing\Http\Controllers;
 
 use App\Models\Setting;
+use App\Models\User;
+use App\Support\PersonChip;
+use App\Support\PersonNames;
 use Dashboard\Ticketing\Models\EmailConnection;
 use Dashboard\Ticketing\Models\PriorityLevel;
 use Dashboard\Ticketing\Models\TicketingAgentAccess;
@@ -31,8 +34,21 @@ class TicketingSettingsController extends Controller
      */
     private function isSiteAdmin(): bool
     {
-        $user = Auth::user();
-        return $user && ($user->is_super_admin || $user->can('ticketing.settings'));
+        return $this->isSiteAdminUser(Auth::user());
+    }
+
+    /**
+     * The same question asked about SOMEBODY ELSE — one definition, two callers.
+     *
+     * #4806 needs to know whether the manager a group already has could still
+     * use this page, which is isSiteAdmin()'s test applied to a user who is not
+     * signed in. Two copies of that rule would drift, and the drift would be
+     * invisible: the recovery path below opens exactly when this returns false
+     * for every manager of a group.
+     */
+    private function isSiteAdminUser(?User $user): bool
+    {
+        return $user !== null && ($user->is_super_admin || $user->can('ticketing.settings'));
     }
 
     /**
@@ -54,15 +70,175 @@ class TicketingSettingsController extends Controller
         }
     }
 
+    /**
+     * Require manager rights over one group.
+     *
+     * Deliberately NOT widened to site admins: GroupRetirementTest pins that a
+     * super admin with no agent access is refused here, and #4710 is a
+     * visibility bug, not a licence to hand every `ticketing.settings` holder
+     * manager rights over every group. Seeing a group you do not manage is the
+     * fix; acting on it is a separate decision for a human to make.
+     *
+     * TWO writes do not come through here, and they are the same write in
+     * both directions. `storeAgent()` uses
+     * requireManagerAccessOrOrphanRecovery(), because a group with no manager
+     * left has nobody this gate could ever admit, and the group and its
+     * tickets are frozen for good (#4806); `destroyAgent()` uses
+     * requireRemoveAccess(), so that recovery is not one-way (#5002) — an
+     * appoint that could never be un-appointed froze the group again through
+     * its own cure. Every other write on somebody else's group still ends up
+     * here.
+     */
     private function requireManagerAccess(int $groupId): void
     {
-        $isManager = TicketingAgentAccess::where('user_id', Auth::id())
+        if (!$this->isManagerOf($groupId)) {
+            abort(403);
+        }
+
+        $this->settleRescueStamp($groupId);
+    }
+
+    /**
+     * THE RESCUE STAMP ENDS WHEN THE APPOINTEE USES WHAT IT GAVE THEM — #5008.
+     *
+     * `recovered_by` (#5002) exists so a rescuer can take back an appointment
+     * they got wrong, including a `manager` press that shut the orphan arm
+     * behind it. It was written as an undo and it has to expire like one. As
+     * first built, the only thing that cleared it was the appointee re-saving
+     * their own row — a write nobody makes — so the stamp sat on the row for
+     * good, and a successful rescue left the rescuer a standing lever over a
+     * desk somebody else was now running: strip the manager, then "rescue" the
+     * group that press just orphaned, and a site admin who never ran it
+     * manages it (#5008). That is #4710's line, which the undo must not cross.
+     *
+     * So the stamp settles the moment the appointee ACTS as the manager they
+     * were made: staffs the group, renames it, archives it, gives it a project
+     * or an email connection — anything this file lets a manager do to their
+     * own group. The rescue has been taken up, the group is theirs, and the
+     * rescuer's claim on it is spent. Until then nothing has happened but the
+     * press itself, which is exactly the case the undo is for.
+     *
+     * Called from the gates and not from each action because the gates are
+     * where "this write was authorised by the actor's OWN manager row" is
+     * already decided; a read of the page never comes through them.
+     */
+    private function settleRescueStamp(int $groupId): void
+    {
+        TicketingAgentAccess::where('user_id', Auth::id())
+            ->where('group_id', $groupId)
+            ->whereNotNull('recovered_by')
+            ->update(['recovered_by' => null]);
+    }
+
+    /** Does the signed-in user hold a `manager` row on this group? */
+    private function isManagerOf(int $groupId): bool
+    {
+        return TicketingAgentAccess::where('user_id', Auth::id())
             ->where('group_id', $groupId)
             ->where('role', 'manager')
             ->exists();
-        if (!$isManager) {
-            abort(403);
+    }
+
+    /**
+     * Could this person still administer a help desk group today?
+     *
+     * NOT "do they hold a manager row" — the row is what we are judging. This
+     * asks whether, if they signed in right now, the Agents tab's own POST
+     * would work for them: the account has to still exist, still be active,
+     * and still hold the permission every route in this file sits behind.
+     *
+     * A manager row outlives all three. On dev the sole manager of all 15
+     * groups was a live row pointing at an account that had been rewritten
+     * into an admissions-only applicant (#4202/#4203) — it could not reach
+     * /app/ticketing at all, and the Agents tab was still telling site admins
+     * to go and ask them (#4806).
+     */
+    private function canStillAdminister(?User $user): bool
+    {
+        if ($user === null || !($user->is_active ?? true)) {
+            return false;
         }
+
+        return $this->isSiteAdminUser($user);
+    }
+
+    /**
+     * The groups nobody is left to run — every `manager` row on them points at
+     * somebody canStillAdminister() says no to (or there is no manager row at
+     * all).
+     *
+     * This is the ONLY condition under which a site admin may write an agent
+     * row for a group they do not manage. It is deliberately a property of the
+     * GROUP, not of the caller: an orphaned group cannot be rescued by anyone
+     * else, and a group with a working manager is still none of an admin's
+     * business (#4710).
+     *
+     * `$onlyGroupIds` narrows both queries for the single-group gate; `null`
+     * means "every group", which is what the page's prop needs.
+     *
+     * @param  int[]|null  $onlyGroupIds
+     * @return int[]
+     */
+    private function orphanedGroupIds(?array $onlyGroupIds = null): array
+    {
+        $groupIds = TicketingGroup::when($onlyGroupIds !== null,
+                fn($q) => $q->whereIn('id', $onlyGroupIds))
+            ->pluck('id');
+
+        if ($groupIds->isEmpty()) {
+            return [];
+        }
+
+        $managerRows = TicketingAgentAccess::where('role', 'manager')
+            ->whereIn('group_id', $groupIds)
+            ->get(['group_id', 'user_id']);
+
+        // One can() per distinct manager, not per row: the dev case is one
+        // person holding the manager row on all fifteen groups.
+        $managerIds = $managerRows->pluck('user_id')->unique();
+        $actingIds  = $managerIds->isEmpty()
+            ? collect()
+            : User::whereIn('id', $managerIds)->get()
+                ->filter(fn($u) => $this->canStillAdminister($u))
+                ->pluck('id');
+
+        $covered = $managerRows
+            ->filter(fn($r) => $actingIds->contains($r->user_id))
+            ->pluck('group_id')
+            ->unique();
+
+        return $groupIds->reject(fn($id) => $covered->contains($id))->values()->all();
+    }
+
+    /**
+     * Manager rights over one group, OR a site admin rescuing an orphaned one.
+     *
+     * The second arm is #4806 and nothing wider: the moment a group's last
+     * usable manager leaves, is deactivated or is diverted elsewhere, every
+     * write in this file 403s for everybody — the group cannot be renamed,
+     * archived, given a project or given a single agent, and its tickets can
+     * never be assigned or closed. The documented answer on the Agents tab was
+     * "ask a manager of the group", which on such a group names nobody.
+     *
+     * So: a site admin may appoint somebody to a group that has no manager
+     * left. That one write un-orphans the group, and from the next request on
+     * the ordinary requireManagerAccess() rule governs it again — including
+     * for the admin, who gets no standing rights over it unless they appointed
+     * themselves.
+     */
+    private function requireManagerAccessOrOrphanRecovery(int $groupId): void
+    {
+        if ($this->isManagerOf($groupId)) {
+            $this->settleRescueStamp($groupId);
+
+            return;
+        }
+
+        if ($this->isSiteAdmin() && $this->orphanedGroupIds([$groupId]) !== []) {
+            return;
+        }
+
+        abort(403);
     }
 
     public function index(?string $tab = null): Response
@@ -71,14 +247,38 @@ class TicketingSettingsController extends Controller
 
         $userId = Auth::id();
         $isBootstrap = $this->isBootstrapState();
+        $isSiteAdmin = $this->isSiteAdmin();
         $myGroupIds = TicketingAgentAccess::where('user_id', $userId)->pluck('group_id');
 
+        // The groups this user may actually ACT on — requireManagerAccess() in
+        // prop form. A site admin now sees groups they do not manage (#4710),
+        // so the page has to say which rows its buttons will work on instead
+        // of offering an Edit that 403s.
+        $myManagedGroupIds = TicketingAgentAccess::where('user_id', $userId)
+            ->where('role', 'manager')
+            ->pluck('group_id');
+
+        // What this page is allowed to SHOW — separate from what it lets you
+        // DO, which stays requireManagerAccess() per group. A site admin sees
+        // every group: scoping the list to agent-access rows left an admin
+        // staring at "No groups yet. Create your first group above." with
+        // twelve groups in the database, inviting a duplicate (#4710).
+        // `null` means "no restriction".
+        //
+        // Every one of these routes sits behind `permission:ticketing.settings`
+        // and isSiteAdmin() is `is_super_admin || can('ticketing.settings')`,
+        // so today this is true for anyone who reaches the page at all. The
+        // scoped branch is kept because it is the correct behaviour if that
+        // route gate is ever loosened — it is not load-bearing right now.
+        $visibleGroupIds = $isSiteAdmin ? null : $myGroupIds;
+
         // Archived groups stay in this list — this is the one place they must
         // remain visible, so a manager can see what happened and restore it.
         // Actives first, then archived, each alphabetical.
         $groups = $isBootstrap
             ? collect()
-            : TicketingGroup::whereIn('id', $myGroupIds)
+            : TicketingGroup::when($visibleGroupIds !== null,
+                    fn($q) => $q->whereIn('id', $visibleGroupIds))
                 // tickets_count decides archive-vs-delete, so the UI can warn
                 // the operator which one their click is about to do.
                 ->withCount('tickets')
@@ -88,7 +288,10 @@ class TicketingSettingsController extends Controller
 
         $agents = $isBootstrap
             ? collect()
-            : TicketingAgentAccess::whereIn('group_id', $myGroupIds)->with('group')->get();
+            : TicketingAgentAccess::when($visibleGroupIds !== null,
+                    fn($q) => $q->whereIn('group_id', $visibleGroupIds))
+                ->with('group')
+                ->get();
 
         if ($agents->isNotEmpty()) {
             $agentUserIds = $agents->pluck('user_id')->unique();
@@ -96,19 +299,68 @@ class TicketingSettingsController extends Controller
             $agents->each(fn($a) => $a->user = $agentUsers[$a->user_id] ?? null);
         }
 
+        // #4806 — the groups with no manager left who could still use this
+        // page. Computed once: the page names them in the add form, and #5002
+        // asks the same question again for every Remove button below.
+        $orphanedGroupIds = $isSiteAdmin && !$isBootstrap ? $this->orphanedGroupIds() : [];
+
+        // #5002 — requireRemoveAccess() in prop form, the way myManagedGroupIds
+        // is requireManagerAccess()'s. It cannot be `canManageGroupId(row.group)`
+        // any more: a rescuer may also remove a row on a group that is still
+        // orphaned, and the row their own rescue wrote even after that rescue
+        // un-orphaned the group. A row an administrator can create has to be a
+        // row they can see the Remove on — the list said "Not yours to manage"
+        // over a row the reader had written seconds earlier.
+        $orphanedSet = array_map('intval', $orphanedGroupIds);
+        $removableAgentIds = $agents
+            ->filter(fn ($a) => $myManagedGroupIds->contains($a->group_id)
+                || ($isSiteAdmin && (in_array((int) $a->group_id, $orphanedSet, true)
+                    || ($a->recovered_by !== null && (int) $a->recovered_by === (int) $userId))))
+            ->pluck('id')
+            ->values()
+            ->all();
+
         $priorities = $isBootstrap
             ? collect()
             : PriorityLevel::orderBy('sort_order')->get();
 
         $projects = $isBootstrap
             ? collect()
-            : TicketingProject::whereIn('group_id', $myGroupIds)
+            : TicketingProject::when($visibleGroupIds !== null,
+                    fn($q) => $q->whereIn('group_id', $visibleGroupIds))
                 ->orderBy('name')
                 ->get();
 
-        $emailConnections = $isBootstrap
+        // #6168 — the Email tab's rows. Shaped by hand rather than handed over
+        // as models for one reason: `config` holds the mailbox PASSWORD, and
+        // this prop ships on every settings load, so a credential left in it is
+        // a credential in the page source of everyone who can open Help Desk
+        // Settings. The form asks for a new password instead and
+        // updateEmailConnection() keeps the stored one when the box is blank,
+        // so nothing needs it on the client — `has_password` is all the UI has
+        // to know to say "a password is set".
+        $emailConnections = ($isBootstrap
             ? collect()
-            : EmailConnection::whereIn('group_id', $myGroupIds)->get();
+            : EmailConnection::when($visibleGroupIds !== null,
+                    fn($q) => $q->whereIn('group_id', $visibleGroupIds))
+                ->orderBy('id')
+                ->get())
+            ->map(function (EmailConnection $connection) {
+                $config = $connection->config ?? [];
+                $hasPassword = ($config['password'] ?? '') !== '';
+                unset($config['password']);
+
+                return [
+                    'id'             => $connection->id,
+                    'group_id'       => $connection->group_id,
+                    'type'           => $connection->type,
+                    'active'         => (bool) $connection->active,
+                    'config'         => $config,
+                    'has_password'   => $hasPassword,
+                    'last_polled_at' => $connection->last_polled_at?->toIso8601String(),
+                ];
+            })
+            ->values();
 
         return Inertia::render('Ticketing/Settings', [
             'activeTab'        => $tab,
@@ -119,8 +371,18 @@ class TicketingSettingsController extends Controller
             'ticketStatuses'   => TicketStatus::orderBy('sort_order')->get(),
             'emailConnections' => $emailConnections,
             'myGroupIds'       => $myGroupIds,
+            'myManagedGroupIds' => $myManagedGroupIds,
+            // #4806 — groups with no manager left who could still use this
+            // page. A site admin may add an agent to these and nothing else,
+            // so the Agents tab can offer the recovery instead of printing
+            // "ask a manager of the group" about a group that has none.
+            // Empty for a non-admin: the recovery is not theirs to make.
+            'orphanedGroupIds' => $orphanedGroupIds,
+            // #5002 — the access rows this user may actually remove. Superset
+            // of "rows on a group I manage": see requireRemoveAccess().
+            'removableAgentIds' => $removableAgentIds,
             'isBootstrap'      => $isBootstrap,
-            'isSiteAdmin'      => $this->isSiteAdmin(),
+            'isSiteAdmin'      => $isSiteAdmin,
             'autoCloseDays'    => (int) Setting::get('ticketing.auto_close_days', 0),
             // #938 — the deploy-time repair, and how many rows it would touch. The
             // count is what turns an abstract toggle into a decision somebody can
@@ -293,6 +555,71 @@ class TicketingSettingsController extends Controller
         return $request->expectsJson();
     }
 
+    /**
+     * WHO AM I APPOINTING — the Agents tab's people search ([central-ticketing]
+     * #4926).
+     *
+     * Until this existed the first field of the add-an-agent form was
+     * `<input type="number">` labelled "User ID", with "Find IDs in Admin →
+     * Users" under it. That is a primary key asked of an office administrator,
+     * and on the ONE form the product calls "the only recovery" for a group
+     * with no manager left (#4806): the workflow was to leave the page, search
+     * a name somewhere else, read a number off a URL and type it back in.
+     *
+     * The cost is not only the detour. `storeAgent()` validates
+     * `exists:users,id`, so a NON-existent id is refused cleanly — but 47 typed
+     * for 74 is two real accounts, and the one that gets written is handed
+     * `manager` over a whole help desk queue: every ticket in it, plus the
+     * power to rename, archive and staff it. Nothing on that screen named the
+     * person before the press or after it, so #4781's audit row was the first
+     * place anybody could have found out, after the fact.
+     *
+     * So this is the same search every other Central picker is: `q` over name
+     * and email, answered by `PersonChip::rows()` — the one serializer for a
+     * searchable person (#871) — so the operator's People setting reaches this
+     * picker like the rest, and the page draws `<PersonChip>` rather than a
+     * hand-written name row.
+     *
+     * ── THE GATE IS THE PAGE'S, NOT THE WRITE'S ─────────────────────────────
+     *
+     * requireAgentAccess(), the same one index() uses, and deliberately not a
+     * per-group one: the form picks the PERSON before the GROUP, so there is no
+     * group to scope to yet, and narrowing it afterwards would mean a search
+     * that empties when the picker's second field changes. Nothing is widened
+     * by that — the write itself still goes through
+     * requireManagerAccessOrOrphanRecovery(), so a person found here can only
+     * be appointed to a group the caller manages or is rescuing. Reaching this
+     * route at all already means `permission:ticketing.settings`, which is a
+     * narrower population than TicketController::searchUsers() (any agent on
+     * any one ticket's group) already answers the same question for.
+     */
+    public function searchUsers(Request $request)
+    {
+        $this->requireAgentAccess();
+
+        $q = trim((string) $request->input('q', ''));
+
+        // Two characters, like every other picker on the platform: one letter
+        // is most of the directory, and the dropdown is ten rows. Counted in
+        // CHARACTERS, like admin.settings.users.search, not bytes: an accented
+        // letter is two bytes and a CJK surname is three, so a byte floor lets
+        // a single keystroke answer with the directory on exactly the names a
+        // school has the most trouble typing.
+        if (mb_strlen($q) < 2) {
+            return response()->json([]);
+        }
+
+        return response()->json(PersonChip::rows(
+            User::where(function ($query) use ($q) {
+                $query->where('name', 'like', "%{$q}%")
+                      ->orWhere('email', 'like', "%{$q}%");
+            })
+                ->tap(fn ($query) => PersonNames::orderUsers($query))
+                ->limit(10)
+                ->get(PersonChip::columns())
+        ));
+    }
+
     public function storeAgent(Request $request)
     {
         $this->requireAgentAccess();
@@ -305,25 +632,152 @@ class TicketingSettingsController extends Controller
             'role' => 'required|in:agent,manager',
         ]);
 
-        $this->requireManagerAccess($validated['group_id']);
+        // #4806 — the one way back into a group whose last manager can no
+        // longer act. Asked BEFORE the write, because the write is what ends
+        // the condition: appointing yourself makes isManagerOf() true.
+        $isRecovery = !$this->isManagerOf($validated['group_id'])
+            && $this->orphanedGroupIds([$validated['group_id']]) !== [];
+        $this->requireManagerAccessOrOrphanRecovery($validated['group_id']);
 
         TicketingAgentAccess::updateOrCreate(
             ['user_id' => $validated['user_id'], 'group_id' => $validated['group_id']],
-            ['role' => $validated['role']]
+            [
+                'role' => $validated['role'],
+                // WHO RESCUED THIS GROUP — #5002. A recovery write is the one
+                // write here that can lock its own author out: appoint a
+                // `manager` and the group is no longer orphaned, so the arm
+                // that allowed the press is shut by the press. Stamping the
+                // row is what lets destroyAgent() hand it back.
+                //
+                // Set to null on an ordinary manager's write, including a
+                // manager editing a row an earlier rescue wrote: once the
+                // group has somebody of its own touching the row, it is
+                // theirs and the rescuer has no further claim on it.
+                'recovered_by' => $isRecovery ? Auth::id() : null,
+            ]
         );
 
-        return back()->with('success', 'Agent added.');
+        /*
+         * NAME THE PERSON — [central-ticketing] #4926.
+         *
+         * The flash already went to the trouble of naming the GROUP and saying
+         * it had nobody; naming the appointee is the other half of the same
+         * sentence, and it is the half somebody can check. This write hands a
+         * person read access to every ticket in a queue — and, as a manager,
+         * the power to rename, archive and staff it — so "Agent added." left
+         * the only record of WHO in #4781's audit log, which is somewhere you
+         * go after you already suspect something.
+         *
+         * `PersonNames::display()` and not `$user->name`: the confirmation has
+         * to read the way the rest of the platform writes a name (#524), and
+         * the chip the admin picked from in the form is composed the same way,
+         * so the two agree. A user who vanished between the `exists` rule and
+         * this line leaves `null` and the sentence falls back to exactly what
+         * it printed before — a flash is not where a race should surface.
+         */
+        $person = User::find($validated['user_id']);
+        $who    = $person === null ? null : PersonNames::display($person);
+        $asWhat = $validated['role'] === 'manager' ? 'a manager' : 'an agent';
+        $name   = TicketingGroup::find($validated['group_id'])?->name;
+
+        // Say which group was rescued and that it had nobody: a recovery is a
+        // rare, consequential click and "Agent added." does not describe it.
+        if ($isRecovery) {
+            $added = $who === null ? 'Agent added' : "{$who} added as {$asWhat}";
+
+            return back()->with('success', $name === null
+                ? "{$added} — that group had no manager who could still act."
+                : "{$added} to “{$name}”, which had no manager who could still act.");
+        }
+
+        if ($who === null) {
+            return back()->with('success', 'Agent added.');
+        }
+
+        return back()->with('success', $name === null
+            ? "{$who} added as {$asWhat}."
+            : "{$who} added to “{$name}” as {$asWhat}.");
     }
 
+    /**
+     * REMOVE IS THE SAME DOOR AS ADD — [central-ticketing] #5002.
+     *
+     * This was `requireManagerAccess()` while `storeAgent()` was
+     * requireManagerAccessOrOrphanRecovery(), so the recovery was ONE-WAY: the
+     * site admin who rescued a group could appoint and never un-appoint. The
+     * row they had just written appeared in their own Agents list marked "Not
+     * yours to manage", with no Remove control, and the DELETE answered 403 —
+     * the same person, the same second, the same row.
+     *
+     * Worse for a `manager` press, which is the one the card about the people
+     * search (#4926) called out as the expensive mistake: the write ends the
+     * orphan state, so the admin could not remove the row, could not appoint
+     * anyone else, and could not appoint themselves. The only person left who
+     * could undo it was the person wrongly appointed. That is #4806's frozen
+     * group again, reached through #4806's own cure.
+     *
+     * So two arms beyond an ordinary manager, both narrower than the write
+     * they undo:
+     */
     public function destroyAgent(TicketingAgentAccess $access)
     {
-        $this->requireManagerAccess($access->group_id);
+        $this->requireRemoveAccess($access);
 
         $access->delete();
 
         return back()->with('success', 'Agent removed.');
     }
 
+    /**
+     * May the signed-in user take this agent access row away?
+     *
+     *  1. A manager of the group — the ordinary rule, unchanged.
+     *  2. A site admin, while the group is STILL orphaned. Exactly symmetric
+     *     with storeAgent()'s arm and strictly narrower than it: on a group
+     *     with no manager left, an admin can already appoint themselves
+     *     manager and then remove anything, so this grants nothing new — it
+     *     just does not make them take the group over first to clear a
+     *     dangling row.
+     *  3. A site admin undoing a row THEY wrote as a rescue (`recovered_by`).
+     *     This is the one that reopens the door a mistaken `manager` press
+     *     closed, and it is deliberately not "the group would be orphaned
+     *     without this row": that test cannot tell a mistaken appointment
+     *     from the sole working manager of a healthy group, and admitting the
+     *     second would let any site admin strip a manager from a group that
+     *     is none of their business, then appoint themselves (#4710). A
+     *     rescuer taking back their own appointment claims nothing they did
+     *     not already hold at the moment they made it.
+     *
+     *     And it lasts only until the appointee USES the access — see
+     *     settleRescueStamp(). Otherwise the undo outlives the mistake it is
+     *     for: a rescue that WORKED leaves the stamp on the row of the person
+     *     now running the desk, and arm 3 becomes a permanent lever for
+     *     stripping them and taking the group over (#5008).
+     *
+     * Removing the last manager re-orphans the group, which is the correct
+     * end state: it is recoverable again, by whoever gets there next.
+     */
+    private function requireRemoveAccess(TicketingAgentAccess $access): void
+    {
+        if ($this->isManagerOf($access->group_id)) {
+            $this->settleRescueStamp($access->group_id);
+
+            return;
+        }
+
+        if ($this->isSiteAdmin()) {
+            if ($this->orphanedGroupIds([$access->group_id]) !== []) {
+                return;
+            }
+
+            if ($access->recovered_by !== null && (int) $access->recovered_by === (int) Auth::id()) {
+                return;
+            }
+        }
+
+        abort(403);
+    }
+
     public function storePriority(Request $request)
     {
         if (!$this->isSiteAdmin()) {
@@ -334,7 +788,10 @@ class TicketingSettingsController extends Controller
             'name'        => 'required|string|max:100',
             'color'       => 'required|string|regex:/^#[0-9a-fA-F]{6}$/',
             'description' => 'nullable|string',
-            'sort_order'  => 'integer|min:0',
+            // unsignedSmallInteger column (0..65535): without the ceiling an
+            // oversized client value overflows on INSERT as an unhandled 500.
+            // Same rule #6081 put on storeStatus()/updateStatus().
+            'sort_order'  => 'integer|min:0|max:65535',
         ]);
 
         PriorityLevel::create($validated);
@@ -352,7 +809,7 @@ class TicketingSettingsController extends Controller
             'name'        => 'required|string|max:100',
             'color'       => 'required|string|regex:/^#[0-9a-fA-F]{6}$/',
             'description' => 'nullable|string',
-            'sort_order'  => 'required|integer|min:0',
+            'sort_order'  => 'required|integer|min:0|max:65535',
         ]);
 
         $priority->update($validated);
@@ -481,12 +938,43 @@ class TicketingSettingsController extends Controller
         $connection->update([
             'type' => $request->type,
             'active' => $request->boolean('active', true),
-            'config' => $request->input('config', $connection->config),
+            'config' => $this->mergedConnectionConfig($request, $connection),
         ]);
 
         return back()->with('success', 'Email connection updated.');
     }
 
+    /**
+     * The config to store for an edited connection.
+     *
+     * #6168 — the page is never sent the stored password (see index()), so the
+     * edit form's password box arrives EMPTY on every save that does not change
+     * it. Taking the request's config as-is would therefore erase the mailbox
+     * credential every time somebody renamed a host or flipped the Active
+     * checkbox. A blank box means "keep the one you have"; typing a new one
+     * replaces it, and the rest of the config is the request's, so a field
+     * cleared on purpose still clears.
+     */
+    private function mergedConnectionConfig(Request $request, EmailConnection $connection): array
+    {
+        $config   = $request->input('config');
+        $existing = $connection->config ?? [];
+
+        if (! is_array($config)) {
+            return $existing;
+        }
+
+        if (($config['password'] ?? '') === '') {
+            unset($config['password']);
+
+            if (($existing['password'] ?? null) !== null) {
+                $config['password'] = $existing['password'];
+            }
+        }
+
+        return $config;
+    }
+
     public function destroyEmailConnection(EmailConnection $connection)
     {
         $this->requireAgentAccess();
@@ -504,7 +992,7 @@ class TicketingSettingsController extends Controller
         $validated = $request->validate([
             'name'       => 'required|string|max:100',
             'color'      => 'required|string|regex:/^#[0-9a-fA-F]{6}$/',
-            'sort_order' => 'required|integer|min:0',
+            'sort_order' => 'required|integer|min:0|max:65535',
             'is_closed'  => 'boolean',
         ]);
 
@@ -535,7 +1023,7 @@ class TicketingSettingsController extends Controller
         $validated = $request->validate([
             'name'       => 'required|string|max:100',
             'color'      => 'required|string|regex:/^#[0-9a-fA-F]{6}$/',
-            'sort_order' => 'required|integer|min:0',
+            'sort_order' => 'required|integer|min:0|max:65535',
             'is_closed'  => 'boolean',
         ]);
 

src/Models/TicketingAgentAccess.php

@@ -9,7 +9,13 @@ class TicketingAgentAccess extends Model
 {
     protected $table = 'ticketing_agent_access';
 
-    protected $fillable = ['user_id', 'group_id', 'role'];
+    /**
+     * `recovered_by` is #5002: the site admin who wrote this row as an orphan
+     * recovery (#4806), and may therefore take it back. Null on every row
+     * written by an ordinary manager — see the migration for why this is not
+     * a general-purpose `created_by`.
+     */
+    protected $fillable = ['user_id', 'group_id', 'role', 'recovered_by'];
 
     public function group(): BelongsTo
     {

src/Support/MergedTicketRepair.php

@@ -84,17 +84,22 @@ class MergedTicketRepair
      */
     public static function repairAll(string $by): int
     {
-        $numbers = Ticket::query()->inconsistentlyMerged()->pluck('number')->all();
+        $tickets = Ticket::query()->inconsistentlyMerged()->orderBy('id')->get();
 
-        if ($numbers === []) {
+        if ($tickets->isEmpty()) {
             Log::info("[ticketing] #938 merged-ticket repair ({$by}): nothing to repair.");
 
             return 0;
         }
 
-        $changed = Ticket::query()->inconsistentlyMerged()->update([
-            'status' => Ticket::STATUS_MERGED,
-        ]);
+        // Per model, not one builder update (#4781/#4807): `merged` makes a ticket
+        // permanently read-only, and a bulk statement would freeze it with nothing
+        // on the Changes log — while repair() below, the same change one ticket at
+        // a time, is recorded.
+        $tickets->each(fn (Ticket $ticket) => $ticket->forceFill(['status' => Ticket::STATUS_MERGED])->save());
+
+        $numbers = $tickets->pluck('number')->all();
+        $changed = $tickets->count();
 
         // The numbers, not just the count. These rows are being made read-only,
         // and "which ones" is the question the office will ask afterwards.

src/TicketingServiceProvider.php

@@ -2,6 +2,7 @@
 
 namespace Dashboard\Ticketing;
 
+use Illuminate\Console\Scheduling\Schedule;
 use Illuminate\Support\ServiceProvider;
 
 class TicketingServiceProvider extends ServiceProvider
@@ -23,11 +24,200 @@ class TicketingServiceProvider extends ServiceProvider
         // Notifications is absent or dark — the notifier no-ops.
         \Dashboard\Ticketing\Support\TicketingNotifier::registerCategories();
 
+        // Declare this app's models to the shell's audit trail (#4781), so a
+        // ticket, a group retirement and above all an AGENT GRANT are on the
+        // Changes log. Guarded inside — central-logs is optional on a host.
+        $this->registerAuditedModels();
+
         if ($this->app->runningInConsole()) {
             $this->commands([
                 \Dashboard\Ticketing\Console\Commands\AutoCloseTickets::class,
                 \Dashboard\Ticketing\Console\Commands\RepairMergedTickets::class,
             ]);
         }
+
+        $this->scheduleAutoClose();
+    }
+
+    /**
+     * THE NIGHTLY AUTO-CLOSE IS SCHEDULED HERE, BESIDE THE COMMAND IT NAMES
+     * ([central-ticketing] #2980, a spawn of [dashboard-shell] #2965).
+     *
+     * It used to be one line in the shell's routes/console.php — a file that
+     * names commands other repositories define. On 2026-09-26 01:10 PDT that
+     * arrangement cost production a php process a day whose entire output was
+     * *Command "admissions:remind-unconfirmed-links" is not defined*, exit 1: a
+     * schedule had reached a box nine and a half hours ahead of the code it
+     * scheduled, and nothing an operator could press would have fixed it,
+     * because the code was not there to fix.
+     *
+     * Registered from this provider, that is not expressible. The event exists
+     * on exactly the boxes where `AutoCloseTickets` is registered above,
+     * because the same `boot()` does both and both arrive in the same commit.
+     * A shell without central-ticketing simply has no such row in
+     * `schedule:list`, rather than a nightly failure about one.
+     *
+     * ── THE MINUTE IS STILL THE SHELL'S TO DECIDE ──────────────────────────
+     *
+     * `ScheduleStagger` is the one place a start time is chosen, and that is
+     * the whole point of it: a bare `->daily()` is 00:00:00, where every hourly
+     * and every quarter-hourly task on the platform already boots its own PHP
+     * inside the scheduler's one cgroup ([dashboard-shell] #1910). A time typed
+     * in this repository could not know that. Asking `dailyAt()` keeps this job
+     * at 00:12 — exactly where routes/console.php had it — and keeps the shell's
+     * map the single account of the night even for a job it no longer schedules.
+     *
+     * No `withoutOverlapping()`, and deliberately not added here: the shell's
+     * line carried none, and a lock is a behaviour change rather than a move.
+     */
+    private function scheduleAutoClose(): void
+    {
+        $this->callAfterResolving(Schedule::class, function (Schedule $schedule) {
+            $schedule->command('ticketing:auto-close')
+                // …AND THE CLOCK IS THE SCHOOL'S ([dashboard-shell] #3144).
+                // ScheduleStagger decides the MINUTE; `dailyAt()` on its own is
+                // read against config('app.timezone'), which is UTC on every box
+                // here — so 00:12 was landing at 17:12 the previous afternoon,
+                // i.e. the nightly sweep ran in the middle of the school day.
+                ->timezone(\App\Support\Timezone::organisation())
+                ->dailyAt(\App\Support\Ops\ScheduleStagger::dailyAt('ticketing:auto-close'));
+        });
+    }
+
+    /**
+     * HELP DESK WRITES TO THE SHELL'S CHANGES LOG — [central-ticketing] #4781.
+     *
+     * Until this method existed, `ticketing` was not one of the apps
+     * `audit_events` had ever seen: 4,378 rows, fifteen distinct apps, not one
+     * of them this one. A QA sweep signed in as a super admin, created a ticket,
+     * replied to it, and found that the newest row in the table afterwards was
+     * the shell recording the sweep's own visit to the log page. So "who closed
+     * this", "who deleted that group" and — the one that actually matters —
+     * "who gave this person the keys to the HR desk's queue" had no answer
+     * anywhere in Central.
+     *
+     * Nothing in core was wrong. `AuditRegistry`'s own docblock is explicit that
+     * snap-ins register their own models from their own providers and that core
+     * never references a snap-in. Ticketing simply never declared. This is the
+     * declaration, in the shape `FormsServiceProvider::registerAuditedGrants()`
+     * uses for `FormCollaborator` and `FormSharedGroup` — the precedent is exact
+     * and so is the reason: granting somebody access to other people's
+     * correspondence is a permission change, and a permission change belongs on
+     * the record.
+     *
+     * Declaring a model is the whole job. The registry attaches `AuditObserver`
+     * itself, so every create / declared-field update / delete on these four
+     * classes lands in the Changes tab under app `ticketing` (derived from the
+     * namespace by `Audit::appForClass()`), with the actor and the subject's
+     * label frozen into the row at write time.
+     *
+     * ── THE FIELD LISTS ARE THE VOLUME CONTROL ───────────────────────────────
+     *
+     * Only declared fields are diffed and an update touching none of them
+     * records nothing at all, so these lists — not the tables' width — decide
+     * what the log costs. Each is the set of columns somebody would ask an
+     * auditor about: where a ticket lives, who is on the hook for it, what state
+     * it is in, and who may see it. `color` on a group and `description` on a
+     * ticket are left out deliberately: a palette tweak is not an audit event,
+     * and the body of a complaint is correspondence we are not copying into a
+     * second table to be kept for seven years.
+     *
+     * ── NOTHING HERE IS `sensitive`, AND THAT IS A DECISION ──────────────────
+     *
+     * `sensitive: true` buys exactly one thing: read-audit. It makes
+     * `RecordSensitiveViews` record a `viewed` row every time a route implicitly
+     * binds the model on a successful GET. For `Ticket` that is every agent
+     * opening every ticket all day — volume that would bury the writes this card
+     * is about, to answer a question nobody asked. It changes no retention
+     * window either (writes are kept on the operator's Changes window
+     * regardless; `sensitive` only lengthens what READ rows get). So: writes,
+     * declared; reads, not. If ticketing ever needs "who read this ticket", that
+     * is its own card and its own conversation about volume.
+     *
+     * ── WHAT IS DELIBERATELY NOT DECLARED ────────────────────────────────────
+     *
+     * `TicketMessage`. The reporter expected a row for the reply they posted,
+     * and it is the right instinct on the wrong model: a message can only ever
+     * be created (there is no edit route and no delete route — see
+     * `TicketMessageController`, which has one method), so auditing it could
+     * only ever mean one row per message. Every inbound email through an
+     * `EmailConnection` writes one, under `system`, and a merge rewrites whole
+     * runs of them. That is a stream of "a message exists" against the record of
+     * who CHANGED something, which is what the Changes tab is for — and the
+     * messages themselves are already the permanent, readable record of what was
+     * said. The ticket's own row says who opened it and who closed it; the
+     * thread says what was written in between.
+     *
+     * A group hard-delete cascades its agent-access rows in the DATABASE (see
+     * the migration's foreign key), so those grants end without a `deleted` row
+     * of their own. The group's deletion is recorded, which is the question
+     * being asked — but it is worth knowing that the two are one event here and
+     * not several.
+     *
+     * Guarded on the class and wrapped in a catch for the same reason Forms and
+     * Files are: central-logs is optional on any given host, and a declaration
+     * must never be the reason a box fails to boot.
+     */
+    private function registerAuditedModels(): void
+    {
+        if (! class_exists(\Central\Logs\Support\AuditRegistry::class)) {
+            return;
+        }
+
+        try {
+            /*
+             * THE GRANT. The reason this card was filed and the first thing
+             * declared: `ticketing.settings.agents.store` / `.destroy` hand out
+             * and take back a person's access to a help desk group's entire
+             * queue, and did so leaving no trace at all.
+             *
+             * The label is resolved the long way round because this model has no
+             * `user()` relation and must not grow one — `TicketingSettingsController`
+             * HYDRATES `$access->user` as a plain attribute for the Settings page,
+             * and a relation of the same name would fight it.
+             */
+            \Central\Logs\Support\AuditRegistry::audit(
+                \Dashboard\Ticketing\Models\TicketingAgentAccess::class,
+                fields: ['user_id', 'group_id', 'role'],
+                label: fn ($access) => (\App\Models\User::find($access->user_id)?->name ?? 'Deleted user')
+                    .' on '.($access->group?->name ?? 'a help desk group'),
+            );
+
+            // The desk itself: renamed, re-prefixed, pointed at a different
+            // inbox, archived, restored, or deleted outright. `archived_at` is
+            // what tells archive from delete — one button does both, chosen by
+            // whether the group still owns tickets.
+            \Central\Logs\Support\AuditRegistry::audit(
+                \Dashboard\Ticketing\Models\TicketingGroup::class,
+                fields: ['name', 'prefix', 'email_address', 'archived_at'],
+                label: fn ($group) => ($group->name ?: 'Help desk group')
+                    .($group->prefix ? ' ('.$group->prefix.')' : ''),
+            );
+
+            // The ticket: created, deleted, moved between desks, re-assigned,
+            // re-prioritised, closed, merged. `merged_into_id` is declared
+            // beside `status` because a merge is a pair of columns moving
+            // together and reading either one alone misreports it.
+            \Central\Logs\Support\AuditRegistry::audit(
+                \Dashboard\Ticketing\Models\Ticket::class,
+                fields: [
+                    'group_id', 'status', 'assigned_to', 'priority_id',
+                    'project_id', 'due_date', 'merged_into_id', 'title',
+                ],
+                label: fn ($ticket) => trim(($ticket->number ?: 'Ticket').' '.($ticket->title ?? '')),
+            );
+
+            // Participants are the OTHER way somebody comes to see a ticket's
+            // correspondence — narrower than an agent grant (one ticket, not a
+            // whole queue) but the same kind of fact.
+            \Central\Logs\Support\AuditRegistry::audit(
+                \Dashboard\Ticketing\Models\TicketParticipant::class,
+                fields: ['ticket_id', 'user_id', 'added_by'],
+                label: fn ($participant) => (\App\Models\User::find($participant->user_id)?->name ?? 'Deleted user')
+                    .' on ticket '.($participant->ticket?->number ?? '#'.$participant->ticket_id),
+            );
+        } catch (\Throwable) {
+            // Never let a declaration break boot.
+        }
     }
 }

src/routes/ticketing.php

@@ -41,12 +41,25 @@ Route::middleware(['web', 'auth', 'app.access:ticketing'])
         // ── Settings (must be before /{ticket} wildcard) ──────────────────────
         Route::middleware('permission:ticketing.settings')->group(function () {
             Route::get('/settings',                          [TicketingSettingsController::class, 'index'])               ->name('settings');
+            // #6168 — `email` belongs in this list. It was the one tab segment
+            // the whitelist omitted while the page shipped an `emailConnections`
+            // prop on every render and the three write routes below were live, so
+            // the only deep link an admin could guess fell through to the POST-only
+            // `/settings/email` and answered 405. The Vue's TAB_KEYS and this list
+            // are now pinned to each other by
+            // tests/Unit/TicketingSettingsTabsAreOneVocabularyTest.php.
             Route::get('/settings/{tab}',                    [TicketingSettingsController::class, 'index'])
-                ->where('tab', 'groups|agents|priorities|statuses|projects|automation')->name('settings.tab');
+                ->where('tab', 'groups|agents|priorities|statuses|projects|email|automation')->name('settings.tab');
             Route::post('/settings/groups',                  [TicketingSettingsController::class, 'storeGroup'])          ->name('settings.groups.store');
             Route::put('/settings/groups/{group}',           [TicketingSettingsController::class, 'updateGroup'])         ->name('settings.groups.update');
             Route::delete('/settings/groups/{group}',        [TicketingSettingsController::class, 'destroyGroup'])        ->name('settings.groups.destroy');
             Route::post('/settings/groups/{group}/restore',  [TicketingSettingsController::class, 'restoreGroup'])        ->name('settings.groups.restore');
+            // #4926 — the add-an-agent form's people search. Before it the form's
+            // first field was a raw numeric user id with "Find IDs in Admin → Users"
+            // under it, on the one screen that is the only recovery for a help desk
+            // group with no manager left (#4806). Two segments, so it cannot collide
+            // with the single-segment `/settings/{tab}` above.
+            Route::get('/settings/agents/search',            [TicketingSettingsController::class, 'searchUsers'])        ->name('settings.agents.search');
             Route::post('/settings/agents',                  [TicketingSettingsController::class, 'storeAgent'])          ->name('settings.agents.store');
             Route::delete('/settings/agents/{access}',       [TicketingSettingsController::class, 'destroyAgent'])        ->name('settings.agents.destroy');
             Route::post('/settings/priorities',              [TicketingSettingsController::class, 'storePriority'])       ->name('settings.priorities.store');