feat: add users and templates routes, enhance existing API routes

New routes:
- GET /users — list all users
- GET/POST /templates — list and create templates
- PATCH /templates/:id — update template
- POST /templates/preview — render template with ticket/demo context

Enhanced routes:
- tickets: custom field support on create, status classification helper
- custom-fields: PATCH endpoint, auto-generate short key from name
- lifecycles: PATCH endpoint
- queues: PATCH endpoint

Co-Authored-By: Claude Opus 4.8 <noreply@anthropic.com>

src/routes/custom-fields.ts

@@ -1,8 +1,17 @@
 import { Hono } from 'hono';
 import { HTTPException } from 'hono/http-exception';
 import type { Db } from '../db/index.ts';
-import { customFields } from '../db/schema.ts';
+import { customFields, queueCustomFields } from '../db/schema.ts';
-import { asc } from 'drizzle-orm';
+import { and, asc, eq } from 'drizzle-orm';
+
+function makeFieldKey(value: string): string {
+  const key = value
+    .trim()
+    .toLowerCase()
+    .replace(/[^a-z0-9]+/g, '_')
+    .replace(/^_+|_+$/g, '');
+  return key || 'field';
+}
 
 export function createCustomFieldsRouter(db: Db): Hono {
   const router = new Hono();
@@ -17,12 +26,14 @@ export function createCustomFieldsRouter(db: Db): Hono {
   router.post('/', async (c) => {
     const body = await c.req.json();
     const { name, field_type, values, max_values, pattern } = body;
+    const key = makeFieldKey(String(body.key ?? name ?? ''));
 
     if (!name || !field_type) {
       throw new HTTPException(400, { message: 'name and field_type are required' });
     }
 
     const [cf] = await db.insert(customFields).values({
+      key,
       name,
       field_type,
       values: values ?? null,
@@ -37,5 +48,94 @@ export function createCustomFieldsRouter(db: Db): Hono {
     return c.json(cf, 201);
   });
 
+  router.patch('/:id', async (c) => {
+    const id = c.req.param('id');
+    const body = await c.req.json();
+
+    const existing = await db.query.customFields.findFirst({
+      where: eq(customFields.id, id),
+    });
+
+    if (!existing) {
+      throw new HTTPException(404, { message: 'Custom field not found' });
+    }
+
+    const updateData: Partial<typeof customFields.$inferInsert> = {};
+    if (body.key !== undefined) updateData.key = makeFieldKey(String(body.key));
+    if (body.name !== undefined) updateData.name = String(body.name);
+    if (body.field_type !== undefined) updateData.field_type = String(body.field_type);
+    if (body.values !== undefined) updateData.values = body.values ?? null;
+    if (body.max_values !== undefined) updateData.max_values = Number(body.max_values);
+    if (body.pattern !== undefined) updateData.pattern = body.pattern ? String(body.pattern) : null;
+
+    const [updated] = await db.update(customFields)
+      .set(updateData)
+      .where(eq(customFields.id, id))
+      .returning();
+
+    return c.json(updated);
+  });
+
+  router.get('/queues/:queueId', async (c) => {
+    const queueId = c.req.param('queueId');
+    const assignments = await db.query.queueCustomFields.findMany({
+      where: eq(queueCustomFields.queue_id, queueId),
+      orderBy: asc(queueCustomFields.sort_order),
+    });
+    const fieldIds = assignments.map((assignment) => assignment.custom_field_id);
+    const fields = fieldIds.length > 0
+      ? await db.query.customFields.findMany({
+          where: (table, { inArray }) => inArray(table.id, fieldIds),
+        })
+      : [];
+    const fieldMap = new Map(fields.map((field) => [field.id, field]));
+
+    return c.json(assignments.map((assignment) => ({
+      ...assignment,
+      custom_field: fieldMap.get(assignment.custom_field_id) ?? null,
+    })));
+  });
+
+  router.post('/queues/:queueId', async (c) => {
+    const queueId = c.req.param('queueId');
+    const body = await c.req.json();
+    const customFieldId = body.custom_field_id;
+
+    if (!customFieldId) {
+      throw new HTTPException(400, { message: 'custom_field_id is required' });
+    }
+
+    const [assignment] = await db.insert(queueCustomFields).values({
+      queue_id: queueId,
+      custom_field_id: customFieldId,
+      sort_order: Number(body.sort_order ?? 0),
+    }).onConflictDoNothing().returning();
+
+    if (assignment) {
+      return c.json(assignment, 201);
+    }
+
+    const existing = await db.query.queueCustomFields.findFirst({
+      where: and(
+        eq(queueCustomFields.queue_id, queueId),
+        eq(queueCustomFields.custom_field_id, customFieldId),
+      ),
+    });
+
+    return c.json(existing, 200);
+  });
+
+  router.delete('/queues/:queueId/:fieldId', async (c) => {
+    const queueId = c.req.param('queueId');
+    const fieldId = c.req.param('fieldId');
+
+    await db.delete(queueCustomFields).where(and(
+      eq(queueCustomFields.queue_id, queueId),
+      eq(queueCustomFields.custom_field_id, fieldId),
+    ));
+
+    return c.json({ ok: true });
+  });
+
   return router;
 }

src/routes/lifecycles.ts

@@ -2,7 +2,7 @@ import { Hono } from 'hono';
 import { HTTPException } from 'hono/http-exception';
 import type { Db } from '../db/index.ts';
 import { lifecycles } from '../db/schema.ts';
-import { asc } from 'drizzle-orm';
+import { asc, eq } from 'drizzle-orm';
 
 export function createLifecyclesRouter(db: Db): Hono {
   const router = new Hono();
@@ -34,5 +34,29 @@ export function createLifecyclesRouter(db: Db): Hono {
     return c.json(lifecycle, 201);
   });
 
+  router.patch('/:id', async (c) => {
+    const id = c.req.param('id');
+    const body = await c.req.json();
+
+    const existing = await db.query.lifecycles.findFirst({
+      where: eq(lifecycles.id, id),
+    });
+
+    if (!existing) {
+      throw new HTTPException(404, { message: 'Lifecycle not found' });
+    }
+
+    const updateData: Partial<typeof lifecycles.$inferInsert> = {};
+    if (body.name !== undefined) updateData.name = String(body.name);
+    if (body.definition !== undefined) updateData.definition = body.definition;
+
+    const [updated] = await db.update(lifecycles)
+      .set(updateData)
+      .where(eq(lifecycles.id, id))
+      .returning();
+
+    return c.json(updated);
+  });
+
   return router;
 }

src/routes/queues.ts

@@ -2,7 +2,7 @@ import { Hono } from 'hono';
 import { HTTPException } from 'hono/http-exception';
 import type { Db } from '../db/index.ts';
 import { queues } from '../db/schema.ts';
-import { asc } from 'drizzle-orm';
+import { asc, eq } from 'drizzle-orm';
 import { CreateQueueSchema } from '../models/queue.ts';
 
 export function createQueuesRouter(db: Db): Hono {
@@ -32,5 +32,30 @@ export function createQueuesRouter(db: Db): Hono {
     return c.json(queue, 201);
   });
 
+  router.patch('/:id', async (c) => {
+    const id = c.req.param('id');
+    const body = await c.req.json();
+
+    const existing = await db.query.queues.findFirst({
+      where: eq(queues.id, id),
+    });
+
+    if (!existing) {
+      throw new HTTPException(404, { message: 'Queue not found' });
+    }
+
+    const updateData: Partial<typeof queues.$inferInsert> = {};
+    if (body.name !== undefined) updateData.name = String(body.name);
+    if (body.description !== undefined) updateData.description = body.description ? String(body.description) : null;
+    if (body.lifecycle_id !== undefined) updateData.lifecycle_id = body.lifecycle_id || null;
+
+    const [updated] = await db.update(queues)
+      .set(updateData)
+      .where(eq(queues.id, id))
+      .returning();
+
+    return c.json(updated);
+  });
+
   return router;
 }

src/routes/templates.ts

@@ -0,0 +1,174 @@
+import { Hono } from 'hono';
+import { HTTPException } from 'hono/http-exception';
+import { asc, desc, eq } from 'drizzle-orm';
+import type { Db } from '../db/index.ts';
+import { customFieldValues, queues, templates, tickets, transactions } from '../db/schema.ts';
+import { TemplateRenderer } from '../scrip/templates.ts';
+import type { TemplateContext } from '../scrip/templates.ts';
+
+function buildDemoContext(): TemplateContext {
+  return {
+    ticket: {
+      id: 1001,
+      subject: 'Replace access badge reader',
+      status: 'open',
+      queue_id: 'demo-queue',
+      owner_id: null,
+      creator_id: 'demo-user',
+      created_at: new Date('2026-06-08T08:00:00.000Z').toISOString(),
+      updated_at: new Date('2026-06-08T09:15:00.000Z').toISOString(),
+    },
+    queue: { name: 'Support Desk' },
+    transaction: {
+      type: 'StatusChange',
+      field: 'status',
+      old_value: 'new',
+      new_value: 'open',
+    },
+    custom_fields: {
+      impact: 'High',
+      location: 'HQ 2nd floor',
+      channel: 'Portal',
+    },
+  };
+}
+
+async function buildTicketContext(db: Db, ticketId: number): Promise<TemplateContext> {
+  const ticket = await db.query.tickets.findFirst({
+    where: eq(tickets.id, ticketId),
+  });
+
+  if (!ticket) {
+    throw new HTTPException(404, { message: 'Ticket not found' });
+  }
+
+  const queue = await db.query.queues.findFirst({
+    where: eq(queues.id, ticket.queue_id),
+  });
+  const latestTx = await db.query.transactions.findFirst({
+    where: eq(transactions.ticket_id, ticket.id),
+    orderBy: desc(transactions.created_at),
+  });
+  const cfValues = await db.query.customFieldValues.findMany({
+    where: eq(customFieldValues.ticket_id, ticket.id),
+  });
+  const fieldIds = [...new Set(cfValues.map((value) => value.custom_field_id))];
+  const fields = fieldIds.length > 0
+    ? await db.query.customFields.findMany({
+        where: (table, { inArray }) => inArray(table.id, fieldIds),
+      })
+    : [];
+  const fieldById = new Map(fields.map((field) => [field.id, field]));
+  const customFieldsMap: Record<string, string> = {};
+
+  for (const value of cfValues) {
+    const field = fieldById.get(value.custom_field_id);
+    if (field) customFieldsMap[field.key] = value.value;
+  }
+
+  return {
+    ticket: {
+      id: ticket.id,
+      subject: ticket.subject,
+      status: ticket.status,
+      queue_id: ticket.queue_id,
+      owner_id: ticket.owner_id,
+      creator_id: ticket.creator_id,
+      created_at: ticket.created_at?.toISOString() ?? new Date().toISOString(),
+      updated_at: ticket.updated_at?.toISOString() ?? new Date().toISOString(),
+    },
+    queue: {
+      name: queue?.name ?? 'unknown',
+    },
+    transaction: {
+      type: latestTx?.transaction_type ?? 'Preview',
+      field: latestTx?.field ?? null,
+      old_value: latestTx?.old_value ?? null,
+      new_value: latestTx?.new_value ?? null,
+    },
+    custom_fields: customFieldsMap,
+  };
+}
+
+export function createTemplatesRouter(db: Db): Hono {
+  const router = new Hono();
+  const renderer = new TemplateRenderer();
+
+  router.get('/', async (c) => {
+    const result = await db.query.templates.findMany({
+      orderBy: asc(templates.name),
+    });
+    return c.json(result);
+  });
+
+  router.post('/', async (c) => {
+    const body = await c.req.json();
+    const name = String(body.name ?? '').trim();
+    const subjectTemplate = String(body.subject_template ?? '');
+    const bodyTemplate = String(body.body_template ?? '');
+
+    if (!name || !subjectTemplate || !bodyTemplate) {
+      throw new HTTPException(400, { message: 'name, subject_template, and body_template are required' });
+    }
+
+    const [template] = await db.insert(templates).values({
+      name,
+      queue_id: body.queue_id || null,
+      subject_template: subjectTemplate,
+      body_template: bodyTemplate,
+    }).returning();
+
+    if (!template) {
+      throw new HTTPException(500, { message: 'Failed to create template' });
+    }
+
+    return c.json(template, 201);
+  });
+
+  router.patch('/:id', async (c) => {
+    const id = c.req.param('id');
+    const body = await c.req.json();
+
+    const existing = await db.query.templates.findFirst({
+      where: eq(templates.id, id),
+    });
+
+    if (!existing) {
+      throw new HTTPException(404, { message: 'Template not found' });
+    }
+
+    const updateData: Partial<typeof templates.$inferInsert> = {};
+    if (body.name !== undefined) updateData.name = String(body.name).trim();
+    if (body.queue_id !== undefined) updateData.queue_id = body.queue_id || null;
+    if (body.subject_template !== undefined) updateData.subject_template = String(body.subject_template);
+    if (body.body_template !== undefined) updateData.body_template = String(body.body_template);
+
+    const [updated] = await db.update(templates)
+      .set(updateData)
+      .where(eq(templates.id, id))
+      .returning();
+
+    return c.json(updated);
+  });
+
+  router.post('/preview', async (c) => {
+    const body = await c.req.json();
+    const subjectTemplate = String(body.subject_template ?? '');
+    const bodyTemplate = String(body.body_template ?? '');
+    const ticketId = body.ticket_id === undefined || body.ticket_id === null || body.ticket_id === ''
+      ? null
+      : Number(body.ticket_id);
+
+    if (!subjectTemplate || !bodyTemplate) {
+      throw new HTTPException(400, { message: 'subject_template and body_template are required' });
+    }
+
+    const context = ticketId ? await buildTicketContext(db, ticketId) : buildDemoContext();
+    return c.json({
+      ...renderer.render(subjectTemplate, bodyTemplate, context),
+      context,
+    });
+  });
+
+  return router;
+}

src/routes/tickets.ts

@@ -1,8 +1,8 @@
 import { Hono } from 'hono';
 import { HTTPException } from 'hono/http-exception';
 import type { Db } from '../db/index.ts';
-import { tickets, transactions, customFieldValues, customFields, queues, lifecycles } from '../db/schema.ts';
+import { tickets, transactions, customFieldValues, customFields, queues, lifecycles, queueCustomFields } from '../db/schema.ts';
-import { eq, asc } from 'drizzle-orm';
+import { and, eq, asc } from 'drizzle-orm';
 import { CreateTicketSchema, UpdateTicketSchema, CommentSchema } from '../models/ticket.ts';
 import { ScripEngine } from '../scrip/engine.ts';
 import { LifecycleValidator } from '../lifecycle/validator.ts';
@@ -13,21 +13,106 @@ export function createTicketsRouter(db: Db): Hono {
   const scripEngine = new ScripEngine(db);
   const lifecycleValidator = new LifecycleValidator();
 
+  function statusClass(def: LifecycleDefinition, status: string): 'initial' | 'active' | 'inactive' | 'unknown' {
+    if (def.statuses.initial.includes(status)) return 'initial';
+    if (def.statuses.active.includes(status)) return 'active';
+    if (def.statuses.inactive.includes(status)) return 'inactive';
+    return 'unknown';
+  }
+
   // GET / — list tickets
   router.get('/', async (c) => {
+    const params = new URL(c.req.url).searchParams;
     const queueId = c.req.query('queue_id');
     const status = c.req.query('status');
+    const ownerId = c.req.query('owner_id');
+    const query = c.req.query('q')?.trim().toLowerCase() ?? '';
+    const cfFilters = [...params.entries()]
+      .filter(([key, value]) => key.startsWith('cf.') && value.trim())
+      .map(([key, value]) => ({
+        key: key.slice(3),
+        value: value.trim().toLowerCase(),
+      }));
 
-    const result = await db.query.tickets.findMany({
+    let result = await db.query.tickets.findMany({
-      where: (t, { and, eq }) => {
-        const conditions = [];
-        if (queueId) conditions.push(eq(t.queue_id, queueId));
-        if (status) conditions.push(eq(t.status, status));
-        return conditions.length > 0 ? and(...conditions) : undefined;
-      },
       orderBy: asc(tickets.created_at),
     });
 
+    if (queueId) {
+      result = result.filter((ticket) => ticket.queue_id === queueId);
+    }
+    if (status) {
+      result = result.filter((ticket) => ticket.status === status);
+    }
+    if (ownerId) {
+      result = ownerId === 'unassigned'
+        ? result.filter((ticket) => !ticket.owner_id)
+        : result.filter((ticket) => ticket.owner_id === ownerId);
+    }
+
+    const needsCustomFields = query || cfFilters.length > 0;
+    const valuesByTicket = new Map<number, { fieldId: string; fieldKey: string; fieldName: string; value: string }[]>();
+
+    if (needsCustomFields && result.length > 0) {
+      const ticketIds = result.map((ticket) => ticket.id);
+      const cfValues = await db.query.customFieldValues.findMany({
+        where: (table, { inArray }) => inArray(table.ticket_id, ticketIds),
+      });
+      const fieldIds = [...new Set(cfValues.map((value) => value.custom_field_id))];
+      const fields = fieldIds.length > 0
+        ? await db.query.customFields.findMany({
+            where: (table, { inArray }) => inArray(table.id, fieldIds),
+          })
+        : [];
+      const fieldMap = new Map(fields.map((field) => [field.id, field]));
+
+      for (const value of cfValues) {
+        const rows = valuesByTicket.get(value.ticket_id) ?? [];
+        rows.push({
+          fieldId: value.custom_field_id,
+          fieldKey: fieldMap.get(value.custom_field_id)?.key ?? value.custom_field_id,
+          fieldName: fieldMap.get(value.custom_field_id)?.name ?? value.custom_field_id,
+          value: value.value,
+        });
+        valuesByTicket.set(value.ticket_id, rows);
+      }
+    }
+
+    if (query) {
+      const queuesForSearch = await db.query.queues.findMany();
+      const queueNameById = new Map(queuesForSearch.map((queue) => [queue.id, queue.name]));
+      result = result.filter((ticket) => {
+        const customFields = valuesByTicket.get(ticket.id) ?? [];
+        return (
+          ticket.subject.toLowerCase().includes(query) ||
+          String(ticket.id).includes(query) ||
+          ticket.status.toLowerCase().includes(query) ||
+          (queueNameById.get(ticket.queue_id) ?? '').toLowerCase().includes(query) ||
+          customFields.some((field) =>
+            field.fieldName.toLowerCase().includes(query) ||
+            field.fieldKey.toLowerCase().includes(query) ||
+            field.value.toLowerCase().includes(query)
+          )
+        );
+      });
+    }
+
+    if (cfFilters.length > 0) {
+      result = result.filter((ticket) => {
+        const customFields = valuesByTicket.get(ticket.id) ?? [];
+        return cfFilters.every((filter) =>
+          customFields.some((field) =>
+            (
+              field.fieldId === filter.key ||
+              field.fieldKey.toLowerCase() === filter.key.toLowerCase() ||
+              field.fieldName.toLowerCase() === filter.key.toLowerCase()
+            ) &&
+            field.value.toLowerCase() === filter.value
+          )
+        );
+      });
+    }
+
     return c.json(result);
   });
 
@@ -35,26 +120,118 @@ export function createTicketsRouter(db: Db): Hono {
   router.post('/', async (c) => {
     const body = await c.req.json();
     const parsed = CreateTicketSchema.parse(body);
+    const creatorId = '00000000-0000-0000-0000-000000000000';
+    const customFieldInput = parsed.custom_fields ?? {};
+    const customFieldEntries = Object.entries(customFieldInput)
+      .map(([fieldId, value]) => [fieldId, value.trim()] as const)
+      .filter(([, value]) => value);
+    const queue = await db.query.queues.findFirst({
+      where: eq(queues.id, parsed.queue_id),
+    });
+
+    if (!queue) {
+      throw new HTTPException(422, { message: 'Queue not found' });
+    }
+
+    let initialStatus = 'new';
+    if (queue.lifecycle_id) {
+      const lifecycle = await db.query.lifecycles.findFirst({
+        where: eq(lifecycles.id, queue.lifecycle_id),
+      });
+      const definition = lifecycle?.definition as LifecycleDefinition | undefined;
+      initialStatus = definition?.statuses.initial[0] ?? initialStatus;
+    }
+
+    let assignedFields: typeof customFields.$inferSelect[] = [];
+    if (customFieldEntries.length > 0) {
+      const assignments = await db.query.queueCustomFields.findMany({
+        where: eq(queueCustomFields.queue_id, parsed.queue_id),
+      });
+      const assignedIds = new Set(assignments.map((assignment) => assignment.custom_field_id));
+      const requestedIds = customFieldEntries.map(([fieldId]) => fieldId);
+
+      for (const fieldId of requestedIds) {
+        if (!assignedIds.has(fieldId)) {
+          throw new HTTPException(422, { message: 'Custom field is not assigned to this queue' });
+        }
+      }
+
+      assignedFields = await db.query.customFields.findMany({
+        where: (table, { inArray }) => inArray(table.id, requestedIds),
+      });
+      const fieldById = new Map(assignedFields.map((field) => [field.id, field]));
+
+      for (const [fieldId, value] of customFieldEntries) {
+        const field = fieldById.get(fieldId);
+        if (!field) {
+          throw new HTTPException(422, { message: 'Custom field not found' });
+        }
+        if (Array.isArray(field.values) && field.values.length > 0) {
+          const allowed = new Set(field.values.map((option) => String(option)));
+          if (!allowed.has(value)) {
+            throw new HTTPException(422, { message: `${field.name}: value is not an allowed option` });
+          }
+        }
+        if (field.pattern) {
+          const regex = new RegExp(field.pattern);
+          if (!regex.test(value)) {
+            throw new HTTPException(422, { message: `${field.name}: value does not match the required pattern` });
+          }
+        }
+      }
+    }
 
     const [ticket] = await db.insert(tickets).values({
       subject: parsed.subject,
       queue_id: parsed.queue_id,
-      status: 'new',
+      status: initialStatus,
-      creator_id: '00000000-0000-0000-0000-000000000000',
+      creator_id: creatorId,
     }).returning();
 
     if (!ticket) {
       throw new HTTPException(500, { message: 'Failed to create ticket' });
     }
 
-    // Record transaction
+    const txList = [
-    await db.insert(transactions).values({
+      {
         ticket_id: ticket.id,
         transaction_type: 'Create',
         field: 'status',
-      new_value: 'new',
+        new_value: initialStatus,
-      creator_id: '00000000-0000-0000-0000-000000000000',
+        creator_id: creatorId,
+      },
+    ];
+
+    if (parsed.description) {
+      txList.push({
+        ticket_id: ticket.id,
+        transaction_type: 'Correspond',
+        field: null,
+        new_value: null,
+        data: { body: parsed.description },
+        creator_id: creatorId,
+      } as any);
+    }
+
+    const fieldById = new Map(assignedFields.map((field) => [field.id, field]));
+    for (const [fieldId, value] of customFieldEntries) {
+      await db.insert(customFieldValues).values({
+        ticket_id: ticket.id,
+        custom_field_id: fieldId,
+        value,
       });
+      txList.push({
+        ticket_id: ticket.id,
+        transaction_type: 'CustomFieldChange',
+        field: fieldById.get(fieldId)?.key ?? fieldId,
+        new_value: value,
+        creator_id: creatorId,
+      } as any);
+    }
+
+    const createdTransactions = await db.insert(transactions).values(txList as any).returning();
+    const prepared = await scripEngine.prepare(ticket.id, createdTransactions as any);
+    await scripEngine.commit(prepared);
 
     return c.json(ticket, 201);
   });
@@ -104,6 +281,8 @@ export function createTicketsRouter(db: Db): Hono {
       throw new HTTPException(404, { message: 'Ticket not found' });
     }
 
+    let lifecycleDef: LifecycleDefinition | null = null;
+
     // Validate lifecycle transition if status is changing
     if (parsed.status) {
       const queue = await db.query.queues.findFirst({
@@ -116,8 +295,8 @@ export function createTicketsRouter(db: Db): Hono {
         });
 
         if (lifecycle) {
-          const def = lifecycle.definition as LifecycleDefinition;
+          lifecycleDef = lifecycle.definition as LifecycleDefinition;
-          const result = lifecycleValidator.validateTransition(def, ticket.status, parsed.status);
+          const result = lifecycleValidator.validateTransition(lifecycleDef, ticket.status, parsed.status);
           if (!result.valid) {
             throw new HTTPException(422, { message: result.error ?? 'Invalid transition' });
           }
@@ -149,7 +328,7 @@ export function createTicketsRouter(db: Db): Hono {
       });
     }
 
-    if (parsed.owner_id && parsed.owner_id !== ticket.owner_id) {
+    if (parsed.owner_id !== undefined && parsed.owner_id !== ticket.owner_id) {
       txList.push({
         ticket_id: id,
         transaction_type: 'SetOwner' as const,
@@ -163,8 +342,28 @@ export function createTicketsRouter(db: Db): Hono {
     // Update the ticket
     const updateData: Record<string, unknown> = {};
     if (parsed.subject) updateData.subject = parsed.subject;
-    if (parsed.status) updateData.status = parsed.status;
+    if (parsed.status) {
-    if (parsed.owner_id) updateData.owner_id = parsed.owner_id;
+      updateData.status = parsed.status;
+
+      if (lifecycleDef && parsed.status !== ticket.status) {
+        const fromClass = statusClass(lifecycleDef, ticket.status);
+        const toClass = statusClass(lifecycleDef, parsed.status);
+        const now = new Date();
+
+        if (fromClass === 'initial' && (toClass === 'active' || toClass === 'inactive') && !ticket.started_at) {
+          updateData.started_at = now;
+        }
+
+        if ((fromClass === 'initial' || fromClass === 'active') && toClass === 'inactive') {
+          updateData.resolved_at = now;
+        }
+
+        if (fromClass === 'inactive' && toClass !== 'inactive') {
+          updateData.resolved_at = null;
+        }
+      }
+    }
+    if (parsed.owner_id !== undefined) updateData.owner_id = parsed.owner_id;
     updateData.updated_at = new Date();
 
     const [updated] = await db.update(tickets)
@@ -198,6 +397,26 @@ export function createTicketsRouter(db: Db): Hono {
       throw new HTTPException(404, { message: 'Ticket not found' });
     }
 
+    if (parsed.status) {
+      const queue = await db.query.queues.findFirst({
+        where: eq(queues.id, ticket.queue_id),
+      });
+
+      if (queue?.lifecycle_id) {
+        const lifecycle = await db.query.lifecycles.findFirst({
+          where: eq(lifecycles.id, queue.lifecycle_id),
+        });
+
+        if (lifecycle) {
+          const lifecycleDef = lifecycle.definition as LifecycleDefinition;
+          const result = lifecycleValidator.validateTransition(lifecycleDef, ticket.status, parsed.status);
+          if (!result.valid) {
+            throw new HTTPException(422, { message: result.error ?? 'Invalid transition' });
+          }
+        }
+      }
+    }
+
     const txList: any[] = [];
 
     if (parsed.status && parsed.status !== ticket.status) {
@@ -266,5 +485,93 @@ export function createTicketsRouter(db: Db): Hono {
     return c.json(tx, 201);
   });
 
+  // PATCH /:id/custom-fields/:fieldId — set or clear a custom field value
+  router.patch('/:id/custom-fields/:fieldId', async (c) => {
+    const id = Number(c.req.param('id'));
+    const fieldId = c.req.param('fieldId');
+    const body = await c.req.json();
+    const value = typeof body.value === 'string' ? body.value.trim() : '';
+
+    const ticket = await db.query.tickets.findFirst({
+      where: eq(tickets.id, id),
+    });
+
+    if (!ticket) {
+      throw new HTTPException(404, { message: 'Ticket not found' });
+    }
+
+    const assignment = await db.query.queueCustomFields.findFirst({
+      where: and(
+        eq(queueCustomFields.queue_id, ticket.queue_id),
+        eq(queueCustomFields.custom_field_id, fieldId),
+      ),
+    });
+
+    if (!assignment) {
+      throw new HTTPException(422, { message: 'Custom field is not assigned to this ticket queue' });
+    }
+
+    const field = await db.query.customFields.findFirst({
+      where: eq(customFields.id, fieldId),
+    });
+
+    if (!field) {
+      throw new HTTPException(404, { message: 'Custom field not found' });
+    }
+
+    if (value && Array.isArray(field.values) && field.values.length > 0) {
+      const allowed = new Set(field.values.map((option) => String(option)));
+      if (!allowed.has(value)) {
+        throw new HTTPException(422, { message: `${field.name}: value is not an allowed option` });
+      }
+    }
+
+    if (value && field.pattern) {
+      const regex = new RegExp(field.pattern);
+      if (!regex.test(value)) {
+        throw new HTTPException(422, { message: `${field.name}: value does not match the required pattern` });
+      }
+    }
+
+    const existing = await db.query.customFieldValues.findMany({
+      where: and(
+        eq(customFieldValues.ticket_id, id),
+        eq(customFieldValues.custom_field_id, fieldId),
+      ),
+    });
+    const oldValue = existing.map((item) => item.value).join(', ');
+
+    await db.delete(customFieldValues).where(and(
+      eq(customFieldValues.ticket_id, id),
+      eq(customFieldValues.custom_field_id, fieldId),
+    ));
+
+    if (value) {
+      await db.insert(customFieldValues).values({
+        ticket_id: id,
+        custom_field_id: fieldId,
+        value,
+      });
+    }
+
+    await db.update(tickets)
+      .set({ updated_at: new Date() } as any)
+      .where(eq(tickets.id, id));
+
+    const [tx] = await db.insert(transactions).values({
+      ticket_id: id,
+      transaction_type: 'CustomFieldChange',
+      field: field.key,
+      old_value: oldValue || null,
+      new_value: value || null,
+      creator_id: '00000000-0000-0000-0000-000000000000',
+    }).returning();
+
+    const prepared = await scripEngine.prepare(id, [tx] as any);
+    await scripEngine.commit(prepared);
+
+    return c.json(tx, 200);
+  });
+
   return router;
 }

src/routes/users.ts

@@ -0,0 +1,17 @@
+import { Hono } from 'hono';
+import { asc } from 'drizzle-orm';
+import type { Db } from '../db/index.ts';
+import { users } from '../db/schema.ts';
+
+export function createUsersRouter(db: Db): Hono {
+  const router = new Hono();
+
+  router.get('/', async (c) => {
+    const result = await db.query.users.findMany({
+      orderBy: asc(users.username),
+    });
+    return c.json(result);
+  });
+
+  return router;
+}