fix(case): stop requiring an account on the case form, so a web case can be claimed

.changeset/2060-item-4-claim-web-case.md

@@ -0,0 +1,5 @@
+---
+'hotcrm': patch
+---
+
+A service agent can now pick up a case that came in through the web support form. Such a case has no **Account** (the public form does not ask for one), and the case form marked **Account** as required, so moving the case to **In Progress** to claim it stopped at *"Please check the highlighted fields: Account"* and nothing was saved. The form no longer requires **Account**: the claim saves and the case becomes the agent's, as the Cases guide describes. **Account** stays on the form. A case raised in the console may now also be saved without one; its SLA target is the one for an **SMB** customer, the same as a web case's, and escalating it opens no account follow-up task.

src/service/views/case.view.ts

@@ -429,7 +429,14 @@ export const CaseViews = defineView({
         fields: [
           'case_number',
           { field: 'subject', required: true, span: 'full' },
-          { field: 'crm_account', required: true },
+          // Offered, ⛔ not `required` (#2060 item 4): `crm_case.crm_account`
+          // is optional on the object and a web-to-case submission carries
+          // none. This form is also the one an agent claims such a case
+          // through (a move to In Progress), so `required` here refused that
+          // save client-side ("Please check the highlighted fields: Account")
+          // while the server took it. A case with no account takes the `smb`
+          // SLA column, and the escalation task and resolution bump skip it.
+          'crm_account',
           'crm_contact',
           { field: 'status', required: true },
           'priority',

test/case-create-form-narrowing.test.ts

@@ -218,6 +218,19 @@ describe('crm_case create form — removal direction', () => {
     expect(new Set(authorable)).toEqual(CREATOR_AUTHORABLE);
   });
 
+  it('offers `crm_account` without requiring it — a web case carries none (#2060 item 4)', () => {
+    // This is the edit form too, and an agent claims a web case through it (a
+    // move to In Progress). Measured on 18.0.0-next.1: with `required` here the
+    // console refused that save ("Please check the highlighted fields: Account")
+    // with nothing sent, while the server took the same PATCH.
+    const entries: unknown[] = ((CaseViews as AnyRec).form?.sections ?? []).flatMap(
+      (s: AnyRec) => s.fields ?? [],
+    );
+    const account = entries.find((f) => (typeof f === 'string' ? f : (f as AnyRec)?.field) === 'crm_account');
+    expect(account, 'crm_account left the case form — this pin would judge nothing').toBeDefined();
+    expect((account as AnyRec)?.required === true, 'the case form demands an account again').toBe(false);
+  });
+
   it('the public web-to-case form stays narrower still', () => {
     const wtc = (CaseViews as AnyRec).formViews?.web_to_case;
     const fields = (wtc?.sections ?? []).flatMap(fieldNamesOf);