Add service-point routing so call-next cannot steal assigned tickets.

Counters gain destination/staff metadata; tickets can be pre-assigned to a
service point with assigned_only queues for healthcare while shared_pool
preserves generic bank/government behavior. Display and announcements expose
ticket, staff, and destination clearly for Care and public boards.

Co-authored-by: Cursor <cursoragent@cursor.com>

app/Models/Counter.php

@@ -19,7 +19,8 @@ class Counter extends Model
 
     protected $fillable = [
         'uuid', 'owner_ref', 'organization_id', 'branch_id', 'department_id',
-        'name', 'code', 'status', 'settings', 'is_active',
+        'name', 'code', 'destination', 'staff_ref', 'staff_display_name',
+        'status', 'settings', 'is_active',
     ];
 
     protected function casts(): array
@@ -30,6 +31,14 @@ class Counter extends Model
         ];
     }
 
+    /** Public display label (Room 4, Counter 2, etc.). Falls back to name. */
+    public function displayDestination(): string
+    {
+        $destination = trim((string) ($this->destination ?? ''));
+
+        return $destination !== '' ? $destination : (string) $this->name;
+    }
+
     protected static function booted(): void
     {
         static::creating(function (self $counter) {

app/Models/Department.php

@@ -14,7 +14,7 @@ class Department extends Model
     protected $table = 'queue_departments';
 
     protected $fillable = [
-        'owner_ref', 'branch_id', 'name', 'type', 'is_active',
+        'owner_ref', 'branch_id', 'name', 'type', 'external_key', 'is_active',
     ];
 
     protected function casts(): array
@@ -26,4 +26,14 @@ class Department extends Model
     {
         return $this->belongsTo(Branch::class, 'branch_id');
     }
+
+    public function counters(): \Illuminate\Database\Eloquent\Relations\HasMany
+    {
+        return $this->hasMany(Counter::class, 'department_id');
+    }
+
+    public function serviceQueues(): \Illuminate\Database\Eloquent\Relations\HasMany
+    {
+        return $this->hasMany(ServiceQueue::class, 'department_id');
+    }
 }

app/Models/ServiceQueue.php

@@ -67,4 +67,20 @@ class ServiceQueue extends Model
         return $this->belongsToMany(Counter::class, 'queue_counter_service_queue', 'service_queue_id', 'counter_id')
             ->withPivot('priority');
     }
+
+    /**
+     * shared_pool — any linked service point may pull unassigned waiting tickets.
+     * assigned_only — call-next only returns tickets pre-assigned to that service point.
+     */
+    public function routingMode(): string
+    {
+        $mode = (string) data_get($this->settings, 'routing_mode', 'shared_pool');
+
+        return in_array($mode, ['shared_pool', 'assigned_only'], true) ? $mode : 'shared_pool';
+    }
+
+    public function usesAssignedOnlyRouting(): bool
+    {
+        return $this->routingMode() === 'assigned_only';
+    }
 }

app/Models/Ticket.php

@@ -18,6 +18,7 @@ class Ticket extends Model
 
     protected $fillable = [
         'uuid', 'owner_ref', 'organization_id', 'branch_id', 'service_queue_id', 'counter_id',
+        'assigned_counter_id',
         'ticket_number', 'status', 'priority', 'position', 'customer_name', 'customer_phone',
         'customer_email', 'source', 'qr_token', 'barcode', 'estimated_wait_seconds',
         'issued_at', 'called_at', 'serving_started_at', 'completed_at', 'metadata',
@@ -62,6 +63,12 @@ class Ticket extends Model
         return $this->belongsTo(Counter::class, 'counter_id');
     }
 
+    /** Service point this ticket is routed to (may differ from serving counter until called). */
+    public function assignedCounter(): BelongsTo
+    {
+        return $this->belongsTo(Counter::class, 'assigned_counter_id');
+    }
+
     public function events(): HasMany
     {
         return $this->hasMany(TicketEvent::class, 'ticket_id');