docs/agent/implementation-notes/REGIONAL_ACCESS_FIX.md

# Regional Access Fix - Agents Can Work Across Regions

## Problem

The initial implementation blocked agents from picking tickets outside their assigned region:

```json
{
  "available_actions": [],
  "message": "Ticket not in your assigned region"
}
```

This was too restrictive for real-world scenarios.

## Business Reality

In real ISP field operations:
- Agents need to earn a living
- Agents go where the work is
- Agents don't wait for work to come to their region
- Regional assignment is for **preference/filtering**, not **access control**

## Solution

Removed regional restrictions from:

1. **`ticket_action_service.py`** - Removed region check in action calculator
2. **`ticket_assignment_service.py`** - Removed `_validate_agent_region_match()` call
3. **API documentation** - Updated to reflect no regional restrictions

## What Changed

### Before
```python
# Check region match
if team_member.project_region_id is None:
    can_pick = True
elif team_member.project_region_id == ticket.project_region_id:
    can_pick = True
else:
    message = "Ticket not in your assigned region"
```

### After
```python
# Agent can pick any ticket in their project (no regional restriction)
# Region is just for filtering, not access control
actions = [
    {"action": "pick", "label": "Pick Ticket", "type": "primary"}
]
```

## How Region Works Now

**Region field is used for:**
- Filtering tickets by location
- Showing agent's preferred/primary region
- Analytics and reporting
- Route optimization suggestions

**Region field is NOT used for:**
- ❌ Blocking access to tickets
- ❌ Preventing self-assignment
- ❌ Restricting which tickets agents can see

## Example Scenario

**Agent Profile:**
- Name: John
- Primary Region: Nairobi East
- Project: SwiftNet Fiber

**Tickets Available:**
- Ticket A: Nairobi East (his region)
- Ticket B: Nairobi West (different region)
- Ticket C: Mombasa (different city)

**Result:** John can pick **all three tickets** because they're all in his project.

**Why?** John might live near the border of Nairobi West, or he might be willing to travel to Mombasa for a high-value installation. The system shouldn't block him from earning.

## Frontend Impact

No changes needed in frontend. The `available_actions` array will now include the "pick" action for all tickets in the agent's project, regardless of region.

## Testing

After this fix, agents should see:

```json
{
  "available_actions": [
    {
      "action": "pick",
      "label": "Pick Ticket",
      "type": "primary"
    }
  ],
  "message": "Available for pickup"
}
```

For any open ticket in their project, as long as:
- They're on the project team
- They have capacity (< 4 active tickets)
- Ticket is not already assigned

## Files Modified

1. `src/app/services/ticket_action_service.py` - Removed region check
2. `src/app/services/ticket_assignment_service.py` - Removed region validation
3. `src/app/api/v1/ticket_assignments.py` - Updated documentation
4. `docs/agent/frontend/TICKET_ACTIONS_SYSTEM.md` - Added note about no restrictions
5. `docs/agent/implementation-notes/TICKET_ACTIONS_IMPLEMENTATION.md` - Updated testing checklist

## Migration

No database migration needed. This is a business logic change only.

## Backward Compatibility

Fully backward compatible. Existing assignments are not affected. Only changes how new tickets can be picked.