Merge pull request 'main' (#228) from s.hajizadeh/yara724api:main into main

Reviewed-on: Yara724/api#228

scripts/verify-plate-normalization.mjs

@@ -0,0 +1,86 @@
+#!/usr/bin/env node
+/**
+ * Quick manual verification for plate normalization.
+ *
+ * Usage:  node scripts/verify-plate-normalization.mjs
+ *
+ * Demonstrates that:
+ *   339ه‍77  (ه + U+200D)  ->  339ه77  ->  letter ه -> code 15
+ *   339ي77   (Arabic ي)    ->  339ی77  ->  letter ی -> code 16
+ */
+
+// ---------- paste the pure function here so no build needed ----------
+function normalizePlateText(text) {
+  if (!text) return text;
+  let result = String(text);
+  result = result.normalize("NFKC");
+  result = result.replace(/[\u200C\u200D\u200E\u200F\uFEFF]/g, "");
+  result = result.replace(/\u064A/g, "\u06CC"); // Arabic ي → Persian ی
+  result = result.trim();
+  return result;
+}
+
+// ---------- the canonical plate-letter → code mapping ----------
+const PLATE_LETTER_MAP = {
+  الف: 1, ب: 2, پ: 3, ج: 4, د: 5,
+  س: 6, ص: 7, ط: 8, ع: 9, ق: 10,
+  ل: 11, م: 12, ن: 13, و: 14, ه: 15,
+  ی: 16, ک: 17, ژ: 18, ت: 19, ث: 20,
+  ز: 21, ش: 22, ف: 23, گ: 24,
+};
+
+function extractAndMap(plateString) {
+  const normalized = normalizePlateText(plateString);
+
+  // Simple parser: digits | letter | digits  (left+right digits, 1 letter)
+  const match = normalized.match(/^(\d+)([^\d]+)(\d+)$/);
+  if (!match) return { input: plateString, normalized, error: "no match" };
+
+  const [, leftDigits, letterRaw, rightDigits] = match;
+  const letter = normalizePlateText(letterRaw);
+  const code = PLATE_LETTER_MAP[letter];
+
+  return {
+    input: plateString,
+    normalized,
+    leftDigits,
+    letter,
+    rightDigits,
+    code,
+    ok: code !== undefined,
+  };
+}
+
+// ---------- test cases ----------
+const cases = [
+  { desc: "ه + ZWJ (the original bug)", plate: "339ه\u200D77" },
+  { desc: "Arabic ي → Persian ی",        plate: "339ي77" },
+  { desc: "ه + ZWNJ",                    plate: "339ه\u200C77" },
+  { desc: "RTL mark around letter",      plate: "339\u200Fه\u200E77" },
+  { desc: "BOM + ZWJ combined",          plate: "\uFEFF339ه\u200D77" },
+  { desc: "clean letter (no junk)",       plate: "339ه77" },
+  { desc: "full plate: الف",             plate: "11الف22" },
+  { desc: "full plate: ی",               plate: "55ی99" },
+];
+
+console.log("Plate Normalization Verification\n");
+console.log("=".repeat(72));
+
+let allPassed = true;
+for (const { desc, plate } of cases) {
+  const r = extractAndMap(plate);
+  const status = r.ok ? "PASS" : "FAIL";
+  if (!r.ok) allPassed = false;
+
+  console.log(`\n[${status}] ${desc}`);
+  console.log(`  Input:     ${JSON.stringify(plate)}`);
+  console.log(`  Normalized: ${JSON.stringify(r.normalized)}`);
+  if (r.letter) {
+    console.log(`  Letter:    ${r.letter}  (U+${r.letter.charCodeAt(0).toString(16).toUpperCase().padStart(4, "0")})`);
+  }
+  console.log(`  Code:      ${r.code ?? "undefined"}`);
+}
+
+console.log("\n" + "=".repeat(72));
+console.log(allPassed ? "\n  All tests PASSED ✓" : "\n  Some tests FAILED ✗");
+process.exit(allPassed ? 0 : 1);

src/Types&Enums/role.enum.ts

@@ -9,4 +9,5 @@ export enum RoleEnum {
   FILE_MAKER = "file_maker",
   FILE_REVIEWER = "file_reviewer",
   SUPER_ADMIN = "super_admin",
+  CALL_CENTER = "call_center",
 }

src/auth/auth-services/actor.auth.service.ts

@@ -29,6 +29,7 @@ import { FieldExpertDbService } from "src/users/entities/db-service/field-expert
 import { RegistrarDbService } from "src/users/entities/db-service/registrar.db.service";
 import { FileMakerDbService } from "src/users/entities/db-service/file-maker.db.service";
 import { FileReviewerDbService } from "src/users/entities/db-service/file-reviewer.db.service";
+import { CallCenterAgentDbService } from "src/users/entities/db-service/call-center-agent.db.service";
 import { HashService } from "src/utils/hash/hash.service";
 import { OtpGeneratorService } from "src/sms-orchestration/otp-generator.service";
 import { SuperAdminDbService } from "src/super-admin/entities/db-service/super-admin.db.service";
@@ -58,6 +59,7 @@ export class ActorAuthService {
     private readonly fileMakerDbService: FileMakerDbService,
     private readonly fileReviewerDbService: FileReviewerDbService,
     private readonly superAdminDbService: SuperAdminDbService,
+    private readonly callCenterAgentDbService: CallCenterAgentDbService,
   ) {}
 
   // TODO convrt to class for dynamic controller
@@ -123,6 +125,14 @@ export class ActorAuthService {
           });
         else res = await this.superAdminDbService.findByLoginIdentifier(username);
         break;
+      case RoleEnum.CALL_CENTER:
+        if (username == null && userId)
+          res = await this.callCenterAgentDbService.findOne({
+            _id: new Types.ObjectId(userId),
+          });
+        else
+          res = await this.callCenterAgentDbService.findByLoginIdentifier(username);
+        break;
       default:
         return null;
     }

src/auth/guards/actor-local.guard.ts

@@ -46,6 +46,7 @@ export class LocalActorAuthGuard implements CanActivate {
           RoleEnum.FILE_MAKER,
           RoleEnum.FILE_REVIEWER,
           RoleEnum.SUPER_ADMIN,
+          RoleEnum.CALL_CENTER,
         ].includes(payload.role)
       ) {
         throw new UnauthorizedException("User role is not authorized");

src/claim-request-management/claim-request-management.module.ts

@@ -57,6 +57,7 @@ import { JwtModule } from "@nestjs/jwt";
 import { MediaPolicyModule } from "src/media-policy/media-policy.module";
 import { FanavaranAuditModule } from "src/fanavaran/fanavaran-audit.module";
 import { FanavaranLookupModule } from "src/fanavaran/fanavaran-lookup.module";
+import { PlateNormalizerModule } from "src/utils/plate-normalizer/plate-normalizer.module";
 
 @Module({
   imports: [
@@ -67,6 +68,7 @@ import { FanavaranLookupModule } from "src/fanavaran/fanavaran-lookup.module";
     }),
     FanavaranAuditModule,
     FanavaranLookupModule,
+    PlateNormalizerModule,
     PublicIdModule,
     UsersModule,
     RequestManagementModule,

src/claim-request-management/claim-request-management.service.ts

@@ -156,6 +156,7 @@ import {
   resolvePartCaptureIndex,
 } from "src/helpers/outer-damage-parts";
 import { normalizeMoneyAmountString } from "src/utils/unicode-digits";
+import { PlateNormalizerService } from "src/utils/plate-normalizer/plate-normalizer.service";
 
 import {
   CAPTURE_PHASE_DAMAGED_PARTY_DOC_KEYS,
@@ -352,6 +353,7 @@ export class ClaimRequestManagementService {
     private readonly fanavaranLookupService: FanavaranLookupService,
     private readonly fileMakerDbService: FileMakerDbService,
     private readonly fieldExpertDbService: FieldExpertDbService,
+    private readonly plateNormalizer: PlateNormalizerService,
   ) {}
 
   private requiredDocumentKeysV2(isCarBody: boolean): string[] {
@@ -503,7 +505,7 @@ export class ClaimRequestManagementService {
     const ir = Number(irRaw);
     const leftDigits = Number(leftRaw);
     const centerDigits = Number(centerRaw);
-    const centerAlphabet = String(alphaRaw || "").trim();
+    const centerAlphabet = this.plateNormalizer.normalizePlateText(String(alphaRaw || ""));
     if (
       !Number.isFinite(ir) ||
       !Number.isFinite(leftDigits) ||
@@ -530,11 +532,11 @@ export class ClaimRequestManagementService {
       Number.isFinite(Number(p.leftDigits)) &&
       Number.isFinite(Number(p.centerDigits)) &&
       Number.isFinite(Number(p.ir)) &&
-      String(p.centerAlphabet || "").trim()
+      this.plateNormalizer.normalizePlateText(String(p.centerAlphabet || ""))
     ) {
       return {
         leftDigits: Number(p.leftDigits),
-        centerAlphabet: String(p.centerAlphabet).trim(),
+        centerAlphabet: this.plateNormalizer.normalizePlateText(String(p.centerAlphabet)),
         centerDigits: Number(p.centerDigits),
         ir: Number(p.ir),
       };
@@ -3602,9 +3604,10 @@ export class ClaimRequestManagementService {
     if (centerAlphabet == null) return null;
     const raw = String(centerAlphabet).trim();
     if (!raw) return null;
-    const asNumber = Number(raw);
+    const normalized = this.plateNormalizer.normalizePlateText(raw);
+    const asNumber = Number(normalized);
     if (Number.isFinite(asNumber)) return asNumber;
-    return FANAVARAN_PLATE_LETTER_CODE[raw] ?? null;
+    return this.plateNormalizer.resolvePlateLetterCode(normalized, FANAVARAN_PLATE_LETTER_CODE);
   }
 
   private formatFanavaranPlateNo(
@@ -3886,7 +3889,7 @@ export class ClaimRequestManagementService {
     return {
       BeginDate: insurance.startDate ?? null,
       BuiltYear:
-        Number(inquiryMapped.ModelField ?? inquiryMapped.ModelCii) || null,
+        Number(inquiryMapped.ModelField ?? inquiryMapped.ModelCii) || Number(inquiryMapped.PrdDate) || null,
       ChassisNo:
         inquiryMapped.ChassisNumberField ??
         inquiryMapped.ShsNum ??
@@ -5063,6 +5066,25 @@ export class ClaimRequestManagementService {
           warning,
           fileName: candidate.fileName,
         });
+
+        // Schedule a retry for this individual file via autoSubmitFanavaranAttachment,
+        // which handles idempotency (won't re-upload if already recorded as submitted)
+        // and has its own inner retry/back-off via scheduleFanavaranRetry.
+        await this.scheduleFanavaranRetry(
+          claimCaseId,
+          "attachments",
+          () =>
+            this.autoSubmitFanavaranAttachment(
+              claimCaseId,
+              {
+                path: candidate.path,
+                fileName: candidate.fileName,
+                source: candidate.source,
+              },
+              { clientKey, auditSource: FanavaranAuditSource.AUTO_SUBMIT },
+            ),
+          `${logPrefix} [${i + 1}/${pending.length}] retry`,
+        );
       }
 
       if (i < pending.length - 1) {
@@ -9664,6 +9686,7 @@ export class ClaimRequestManagementService {
     accepted: boolean;
     phase?: "PRICED_PARTS_FOR_FACTORS" | "FINAL_APPROVAL";
     fanavaran?: FanavaranAutoSubmitResult;
+    fanavaranExpertise?: FanavaranExpertiseSubmitResult;
   }> {
     if (!Types.ObjectId.isValid(claimRequestId)) {
       throw new BadRequestException("Invalid claim request id");
@@ -9937,6 +9960,7 @@ export class ClaimRequestManagementService {
       accepted: true,
       phase: "FINAL_APPROVAL",
       fanavaran,
+      fanavaranExpertise,
     };
   }
 
@@ -10817,11 +10841,6 @@ export class ClaimRequestManagementService {
 
     const shebaNumber = claimCase.money?.sheba;
     const nationalCode = claimCase.money?.nationalCodeOfInsurer;
-    if (!shebaNumber || !nationalCode) {
-      throw new BadRequestException(
-        "Bank information is missing on the claim. Complete run-inquiries for both parties first.",
-      );
-    }
 
     const updatePayload: any = {
       "damage.otherParts": otherParts.length > 0 ? otherParts : undefined,
@@ -10860,14 +10879,22 @@ export class ClaimRequestManagementService {
       claimRequestId: updatedClaim._id.toString(),
       publicId: updatedClaim.publicId,
       otherParts,
-      shebaNumber: String(shebaNumber).replace(
+      ...(shebaNumber
-        /^(.{4})(.*)(.{4})$/,
+        ? {
-        "IR$1************$3",
+            shebaNumber: String(shebaNumber).replace(
-      ),
+              /^(.{4})(.*)(.{4})$/,
-      nationalCodeOfOwner: String(nationalCode).replace(
+              "IR$1************$3",
-        /^(.{2})(.*)(.{2})$/,
+            ),
-        "$1******$3",
+          }
-      ),
+        : {}),
+      ...(nationalCode
+        ? {
+            nationalCodeOfOwner: String(nationalCode).replace(
+              /^(.{2})(.*)(.{2})$/,
+              "$1******$3",
+            ),
+          }
+        : {}),
       currentStep: ClaimWorkflowStep.CAPTURE_PART_DAMAGES,
       nextStep: ClaimWorkflowStep.UPLOAD_REQUIRED_DOCUMENTS,
       message:

src/claim-request-management/dto/select-other-parts-v2.dto.ts

@@ -106,14 +106,16 @@ export class SelectOtherPartsV2ResponseDto {
   @ApiProperty({
     description: 'Sheba number (masked for security)',
     example: 'IR12************1234',
+    required: false,
   })
-  shebaNumber: string;
+  shebaNumber?: string;
 
   @ApiProperty({
     description: 'National code of owner (masked)',
     example: '12******90',
+    required: false,
   })
-  nationalCodeOfOwner: string;
+  nationalCodeOfOwner?: string;
 
   @ApiProperty({
     description: 'Current workflow step',

src/claim-request-management/entites/schema/claim-cases.schema.ts

@@ -265,6 +265,21 @@ export class ClaimCase {
   @Prop({ type: Types.ObjectId, index: true })
   fileMakerApprovalActorId?: Types.ObjectId;
 
+  /**
+   * V5 split flow: number of times the FileMaker has rejected this claim.
+   * Capped at 2; on the 3rd attempt the reject endpoint returns 422 and
+   * the FileMaker must approve instead.
+   */
+  @Prop({ type: Number, default: 0 })
+  fileMakerRejectionCount?: number;
+
+  /**
+   * V5 split flow: reason text from the most recent FileMaker rejection.
+   * Overwritten on each rejection.
+   */
+  @Prop({ type: String })
+  fileMakerRejectionReason?: string;
+
   /**
    * Legacy fields kept optional to simplify progressive migration.
    * If you choose to migrate later, we can remove these.

src/claim-request-management/expert-initiated-claim.mirror.controller.ts

@@ -4,9 +4,12 @@ import {
   Body,
   Controller,
   Get,
+  HttpException,
+  InternalServerErrorException,
   Param,
   Patch,
   Post,
+  Put,
   Query,
   UploadedFile,
   UseGuards,
@@ -50,6 +53,7 @@ import {
   CapturePartV2ResponseDto,
 } from "./dto/capture-part-v2.dto";
 import { GetCaptureRequirementsV2ResponseDto } from "./dto/capture-requirements-v2.dto";
+import { Role } from "src/common/auth/enums";
 
 /**
  * Expert-initiated claim flow that mirrors the normal user claim API
@@ -68,7 +72,7 @@ import { GetCaptureRequirementsV2ResponseDto } from "./dto/capture-requirements-
 @Controller("v2/expert-initiated/claim-request-management")
 @ApiBearerAuth()
 @UseGuards(LocalActorAuthGuard, RolesGuard)
-@Roles(RoleEnum.FIELD_EXPERT)
+@Roles(RoleEnum.FIELD_EXPERT, RoleEnum.FILE_MAKER, RoleEnum.FILE_REVIEWER)
 export class ExpertInitiatedClaimMirrorController {
   constructor(
     private readonly claimRequestManagementService: ClaimRequestManagementService,
@@ -78,7 +82,8 @@ export class ExpertInitiatedClaimMirrorController {
   @Post("create-from-blame/:blameRequestId")
   @ApiParam({ name: "blameRequestId" })
   @ApiOperation({
-    summary: "[Expert mirror] Create claim from expert-initiated IN_PERSON blame",
+    summary:
+      "[Expert mirror] Create claim from expert-initiated IN_PERSON blame",
     description:
       "Blame must be COMPLETED. Creates a ClaimCase owned by the damaged (non-guilty) party.",
   })
@@ -170,8 +175,7 @@ export class ExpertInitiatedClaimMirrorController {
   })
   @ApiBody({
     type: SelectOuterPartsV2Dto,
-    description:
+    description: "Selected vehicle type + selected outer part IDs from catalog",
-      "Selected vehicle type + selected outer part IDs from catalog",
     examples: {
       example1: {
         summary: "Sedan - minor front damage",
@@ -208,7 +212,10 @@ export class ExpertInitiatedClaimMirrorController {
     description: "Outer parts selected successfully",
     type: SelectOuterPartsV2ResponseDto,
   })
-  @ApiResponse({ status: 400, description: "Invalid workflow step or validation failed" })
+  @ApiResponse({
+    status: 400,
+    description: "Invalid workflow step or validation failed",
+  })
   @ApiResponse({ status: 404, description: "Claim case not found" })
   @ApiResponse({ status: 409, description: "Outer parts already selected" })
   async selectOuterParts(
@@ -293,9 +300,15 @@ Optional: upload car green card file in the same step.
     description: "Other parts and bank information saved successfully",
     type: SelectOtherPartsV2ResponseDto,
   })
-  @ApiResponse({ status: 400, description: "Invalid workflow step or validation failed" })
+  @ApiResponse({
+    status: 400,
+    description: "Invalid workflow step or validation failed",
+  })
   @ApiResponse({ status: 404, description: "Claim case not found" })
-  @ApiResponse({ status: 409, description: "Bank information already submitted" })
+  @ApiResponse({
+    status: 409,
+    description: "Bank information already submitted",
+  })
   async selectOtherParts(
     @Param("claimRequestId") claimRequestId: string,
     @Body() body: SelectOtherPartsV2Dto,
@@ -516,6 +529,81 @@ Returns status of each item (uploaded/captured or not).
     );
   }
 
+  // ─── Owner signature on expert pricing ───────────────────────────────────────
+
+  @Put("claim-sign/:claimRequestId")
+  @ApiParam({ name: "claimRequestId" })
+  @ApiConsumes("multipart/form-data")
+  @ApiBody({
+    description: "Signature file, agreement, and branch",
+    schema: {
+      type: "object",
+      required: ["sign", "agree", "branchId"],
+      properties: {
+        sign: {
+          type: "string",
+          format: "binary",
+          description: "Signature image",
+        },
+        agree: {
+          type: "boolean",
+          description: "true to accept, false to reject",
+        },
+        branchId: { type: "string", description: "Insurer branch ID" },
+      },
+    },
+  })
+  @ApiOperation({
+    summary:
+      "Owner signature on expert pricing (Flow 3 — expert acts on behalf of user)",
+    description:
+      "Field expert submits the damaged party's signature during the final approval stage. " +
+      "Delegates to the same service method as the user sign endpoint; the expert's " +
+      "identity is resolved to the claim owner via `resolveClaimEffectiveUserId`.",
+  })
+  @UseInterceptors(
+    FileInterceptor("sign", {
+      limits: { fileSize: DEFAULT_MEDIA_MAX_BYTES },
+      storage: diskStorage({
+        destination: "./files/claim-sign",
+        filename: (req, file, callback) => {
+          const unique = Date.now();
+          const ex = extname(file.originalname);
+          const base = file.originalname.split(/[.,\s-]/)[0] || "sign";
+          callback(null, `${base}-${unique}${ex}`);
+        },
+      }),
+    }),
+  )
+  async submitOwnerSign(
+    @Param("claimRequestId") claimRequestId: string,
+    @Body("agree") agree: string | boolean,
+    @Body("branchId") branchId: string,
+    @CurrentUser() expert: any,
+    @UploadedFile() sign: Express.Multer.File,
+  ) {
+    await this.mediaPolicyService.assertForClaim(sign, claimRequestId, "image");
+    const agreed =
+      typeof agree === "string"
+        ? agree === "true" || agree === "1"
+        : Boolean(agree);
+    try {
+      return await this.claimRequestManagementService.submitOwnerInsurerApprovalSignV2(
+        claimRequestId,
+        agreed,
+        typeof branchId === "string" ? branchId : "",
+        sign,
+        expert.sub,
+        expert,
+      );
+    } catch (error) {
+      if (error instanceof HttpException) throw error;
+      throw new InternalServerErrorException(
+        error instanceof Error ? error.message : "Failed to submit signature",
+      );
+    }
+  }
+
   @Patch("car-capture/:claimRequestId")
   @ApiConsumes("multipart/form-data")
   @UseInterceptors(

src/expert-blame/expert-blame.service.ts

@@ -1871,6 +1871,7 @@ export class ExpertBlameService {
             link: this.smsOrchestrationService.buildBlamePartyLink(
               requestIdToken,
               role,
+              "v1",
             ),
           });
         }
@@ -2065,6 +2066,7 @@ export class ExpertBlameService {
             link: this.smsOrchestrationService.buildBlamePartyLink(
               requestIdToken,
               linkRole,
+              "v1",
             ),
           });
         }

src/expert-claim/dto/claim-list-v2.dto.ts

@@ -77,6 +77,19 @@ export class ClaimListItemV2Dto {
     example: true,
   })
   requiresFileMakerApproval?: boolean;
+
+  @ApiPropertyOptional({
+    description:
+      "V5 only. Number of times the FileMaker has rejected this claim (0–2). When this reaches 2 the FileMaker can only approve.",
+    example: 1,
+  })
+  fileMakerRejectionCount?: number;
+
+  @ApiPropertyOptional({
+    description: "V5 only. Reason text supplied with the most recent FileMaker rejection.",
+    example: "Damage assessment is incorrect — please re-evaluate parts X and Y",
+  })
+  fileMakerRejectionReason?: string;
 }
 
 export class GetClaimListV2ResponseDto {

src/expert-claim/exceptions/business-rule.exception.ts

@@ -22,4 +22,5 @@ export class BusinessRuleException extends HttpException {
 
 export const BusinessErrorCode = {
   DAMAGE_EXPERT_RESEND_LIMIT_EXCEEDED: "DAMAGE_EXPERT_RESEND_LIMIT_EXCEEDED",
+  FILE_MAKER_REJECTION_LIMIT_EXCEEDED: "FILE_MAKER_REJECTION_LIMIT_EXCEEDED",
 } as const;

src/expert-claim/expert-claim.service.ts

@@ -2429,24 +2429,20 @@ export class ExpertClaimService {
         await this.claimRequestManagementService.autoSubmitToFanavaranV2OnClaimCompleted(
           claimRequestId,
         );
-      const fanavaranExpertise =
+      // Expertise (stage 4) is intentionally NOT submitted here.
-        await this.claimRequestManagementService.autoSubmitFanavaranExpertiseOnExpertReply(
+      // It is only triggered after the owner's final approval signature
-          claimRequestId,
+      // (submitOwnerInsurerApprovalSignV2), because until that point the
-        );
+      // expert review is not considered final — the user can still object.
       return {
         message: this.appendFanavaranAutoSubmitToMessage(
-          this.appendFanavaranAutoSubmitToMessage(
+          "Factors were reviewed with expert repricing on rejected lines. The claim is completed without an owner signature (temporary policy; may require owner acceptance later).",
-            "Factors were reviewed with expert repricing on rejected lines. The claim is completed without an owner signature (temporary policy; may require owner acceptance later).",
+          fanavaran,
-            fanavaran,
-          ),
-          fanavaranExpertise,
         ),
         claimRequestId,
         claimStatus: ClaimStatus.APPROVED,
         caseStatus: ClaimCaseStatus.COMPLETED,
         outcome: "REJECTED_REPRICED_AUTO_COMPLETED",
         fanavaran,
-        fanavaranExpertise,
       };
     }
 
@@ -2463,25 +2459,21 @@ export class ExpertClaimService {
       await this.claimRequestManagementService.autoSubmitToFanavaranV2OnClaimCompleted(
         claimRequestId,
       );
-    const fanavaranExpertise =
+    // Expertise (stage 4) is intentionally NOT submitted here.
-      await this.claimRequestManagementService.autoSubmitFanavaranExpertiseOnExpertReply(
+    // It is only triggered after the owner's final approval signature
-        claimRequestId,
+    // (submitOwnerInsurerApprovalSignV2), because until that point the
-      );
+    // expert review is not considered final — the user can still object.
 
     return {
       message: this.appendFanavaranAutoSubmitToMessage(
-        this.appendFanavaranAutoSubmitToMessage(
+        "All factors were approved by the expert. The claim is completed without an additional owner signature.",
-          "All factors were approved by the expert. The claim is completed without an additional owner signature.",
+        fanavaran,
-          fanavaran,
-        ),
-        fanavaranExpertise,
       ),
       claimRequestId,
       claimStatus: ClaimStatus.APPROVED,
       caseStatus: ClaimCaseStatus.COMPLETED,
       outcome: "ALL_APPROVED_AUTO_COMPLETED",
       fanavaran,
-      fanavaranExpertise,
     };
   }
 
@@ -3164,7 +3156,7 @@ export class ExpertClaimService {
         receptor: ownerPhoneResend,
         fileKind: "claim",
         publicId: claim.publicId,
-        link: this.smsOrchestrationService.buildClaimLink(String(claim._id)),
+        link: this.smsOrchestrationService.buildClaimLink(String(claim._id), "v1"),
       });
     }
 
@@ -3462,7 +3454,7 @@ export class ExpertClaimService {
         fileKind: "claim",
         publicId: claim.publicId,
         expertLastName,
-        link: this.smsOrchestrationService.buildClaimLink(String(claim._id)),
+        link: this.smsOrchestrationService.buildClaimLink(String(claim._id), "v1"),
       });
     }
 
@@ -4148,12 +4140,14 @@ export class ExpertClaimService {
   /**
    * Claim list for FILE_REVIEWER.
    *
-   * Visibility rules:
+   * Visibility rules (both V4 and V5 files):
    *  - WAITING_FOR_FILE_REVIEWER files made by a FileMaker that are either:
    *      (a) not yet assigned to any reviewer, OR
    *      (b) already assigned to THIS reviewer
-   *  - WAITING_FOR_EXPERT files that are assigned to THIS reviewer
+   *  - Files already assigned to THIS reviewer (any post-assignment status)
-   *    (they completed the field work and the file is now in damage-expert queue)
+   *
+   * V4: isMadeByFileMaker=true, requiresFileMakerApproval=false
+   * V5: isMadeByFileMaker=true, requiresFileMakerApproval=true
    *
    * All scoped to this reviewer's insurance company via blame party clientId.
    */
@@ -4164,7 +4158,7 @@ export class ExpertClaimService {
     const clientKey = requireActorClientKey(actor);
     const reviewerOid = new Types.ObjectId(actor.sub);
 
-    // Find V4 blame files visible to this reviewer
+    // Find V4 and V5 blame files visible to this reviewer
     const blames = (await this.blameRequestDbService.find(
       {
         isMadeByFileMaker: true,
@@ -4186,7 +4180,7 @@ export class ExpertClaimService {
       {
         lean: true,
         select:
-          "_id type parties blameStatus status expert.decision assignedFileReviewerId",
+          "_id type parties blameStatus status expert.decision assignedFileReviewerId requiresFileMakerApproval",
       },
     )) as any[];
 
@@ -4255,6 +4249,9 @@ export class ExpertClaimService {
           (!!blame?.isMadeByFileMaker &&
             String(blame?.status ?? "") === "WAITING_FOR_EXPERT"),
         assignedToMe: !!assignedToMe,
+        requiresFileMakerApproval: !!(c as any).requiresFileMakerApproval,
+        fileMakerRejectionCount: (c as any).fileMakerRejectionCount ?? 0,
+        fileMakerRejectionReason: (c as any).fileMakerRejectionReason ?? undefined,
       };
     }) as ClaimListItemV2Dto[];
 
@@ -4262,8 +4259,9 @@ export class ExpertClaimService {
   }
 
   /**
-   * Claim list for FILE_MAKER — returns only the claims linked to blame files
+   * Claim list for FILE_MAKER — returns claims linked to blame files they
-   * they personally created (V4 flow).
+   * personally created (V4 and V5 flows).
+   * V4: requiresFileMakerApproval=false  ·  V5: requiresFileMakerApproval=true
    */
   private async getFileMakerClaimListV2(
     actor: any,
@@ -4273,7 +4271,7 @@ export class ExpertClaimService {
 
     const makerBlames = (await this.blameRequestDbService.find(
       { isMadeByFileMaker: true, initiatedByFieldExpertId: makerOid },
-      { lean: true, select: "_id type parties blameStatus status expert.decision assignedFileReviewerId" },
+      { lean: true, select: "_id type parties blameStatus status expert.decision assignedFileReviewerId requiresFileMakerApproval" },
     )) as any[];
 
     if (makerBlames.length === 0) {
@@ -4281,9 +4279,10 @@ export class ExpertClaimService {
     }
 
     const blameIds = makerBlames.map((b) => b._id);
+    // Include all claims linked to this maker's blames — both V4 (requiresFileMakerApproval=false)
+    // and V5 (requiresFileMakerApproval=true).
     const claims = (await this.claimCaseDbService.find({
       blameRequestId: { $in: blameIds },
-      requiresFileMakerApproval: true,
     })) as any[];
 
     const blameById = new Map<string, any>(
@@ -4326,6 +4325,8 @@ export class ExpertClaimService {
         createdAt: c.createdAt,
         awaitingFactorValidation: claimIsAwaitingExpertFactorValidationV2(c),
         requiresFileMakerApproval: !!(c as any).requiresFileMakerApproval,
+        fileMakerRejectionCount: (c as any).fileMakerRejectionCount ?? 0,
+        fileMakerRejectionReason: (c as any).fileMakerRejectionReason ?? undefined,
         needsFileReviewerCompletion:
           String(blame?.status ?? "") === "WAITING_FOR_FILE_REVIEWER" ||
           (!!blame?.isMadeByFileMaker &&

src/plates/plates.module.ts

@@ -4,6 +4,7 @@ import { ClientModule } from "src/client/client.module";
 import { PlateDbService } from "src/plates/entites/db-service/plate.db.service";
 import { SandHubModule } from "src/sand-hub/sand-hub.module";
 import { UsersModule } from "src/users/users.module";
+import { PlateNormalizerModule } from "src/utils/plate-normalizer/plate-normalizer.module";
 import { PlatesModel, PlatesSchema } from "./entites/schema/plate.schema";
 import { PlatesService } from "./plates.service";
 
@@ -12,6 +13,7 @@ import { PlatesService } from "./plates.service";
     UsersModule,
     SandHubModule,
     ClientModule,
+    PlateNormalizerModule,
     MongooseModule.forFeature([
       { name: PlatesModel.name, schema: PlatesSchema },
     ]),

src/plates/plates.service.ts

@@ -7,20 +7,23 @@ import {
 import { Types } from "mongoose";
 import { PlateDbService } from "src/plates/entites/db-service/plate.db.service";
 import { AddPlateDto } from "src/profile/dto/user/AddPlateDto";
+import { PlateNormalizerService } from "src/utils/plate-normalizer/plate-normalizer.service";
 
 @Injectable()
 export class PlatesService {
   constructor(
     private readonly plateDbService: PlateDbService,
+    private readonly plateNormalizer: PlateNormalizerService,
   ) {}
 
   async addPlate(currentUser, body: AddPlateDto) {
     const { plate, nationalCodeOfInsurer } = body;
 
+    const normalizedAlphabet = this.plateNormalizer.normalizePlateText(String(plate.centerAlphabet || ""));
     const duplicate = await this.plateDbService.findOne({
       userId: currentUser,
       leftDigits: plate.leftDigits,
-      centerAlphabet: plate.centerAlphabet,
+      centerAlphabet: normalizedAlphabet,
       centerDigits: plate.centerDigits,
       ir: plate.ir,
       nationalCodeOfInsurer,
@@ -31,6 +34,7 @@ export class PlatesService {
 
     const newPlateData = await this.plateDbService.create({
       ...plate,
+      centerAlphabet: normalizedAlphabet,
       userId: currentUser,
       nationalCodeOfInsurer: body.nationalCodeOfInsurer,
     });

src/request-management/call-center-blame-v6.controller.ts

@@ -0,0 +1,154 @@
+import {
+  Body,
+  Controller,
+  Get,
+  Param,
+  Post,
+  UseGuards,
+} from "@nestjs/common";
+import {
+  ApiBearerAuth,
+  ApiBody,
+  ApiOperation,
+  ApiParam,
+  ApiResponse,
+  ApiTags,
+} from "@nestjs/swagger";
+import { LocalActorAuthGuard } from "src/auth/guards/actor-local.guard";
+import { RolesGuard } from "src/auth/guards/role.guard";
+import { Roles } from "src/decorators/roles.decorator";
+import { CurrentUser } from "src/decorators/user.decorator";
+import { RoleEnum } from "src/Types&Enums/role.enum";
+import { RequestManagementService } from "./request-management.service";
+import { RunCallCenterInquiryV6Dto } from "./dto/run-call-center-inquiry-v6.dto";
+
+/**
+ * V6 call-center blame API.
+ *
+ * A call-center agent takes the guilty party's details over the phone
+ * (plate, national code, birthday), runs the insurance inquiry, then sends
+ * the blame link via SMS.  The user (guilty party) opens the link and
+ * completes the form through the standard v2 user flow — except the
+ * initial-form / inquiry step is skipped (`skipInitialFormStep=true`) because
+ * the agent already did it.
+ *
+ * For THIRD_PARTY files: only the guilty party's data is collected here.
+ * The damaged party sees their own portion of the page and fills their info
+ * as normal after the blame link is opened.
+ */
+@ApiTags("call-center-blame (v6)")
+@Controller("v6/call-center-blame")
+@ApiBearerAuth()
+@UseGuards(LocalActorAuthGuard, RolesGuard)
+@Roles(RoleEnum.CALL_CENTER)
+export class CallCenterBlameV6Controller {
+  constructor(
+    private readonly requestManagementService: RequestManagementService,
+  ) {}
+
+  @Get("my-files")
+  @ApiOperation({ summary: "[V6] List blame files created by this call-center agent" })
+  @ApiResponse({ status: 200, description: "List of blame files started by this agent" })
+  getMyFiles(@CurrentUser() agent: any) {
+    return this.requestManagementService.getMyCallCenterFilesV6(agent);
+  }
+
+  @Post("create")
+  @ApiOperation({
+    summary: "[V6] Create a call-center–initiated blame file",
+    description:
+      "Creates a LINK blame file.  The call-center agent collects the guilty " +
+      "party's plate + national-code over the phone, calls run-inquiry to store " +
+      "the results, then calls send-link to SMS the blame URL to the user.  " +
+      "The user opens the link and fills the form via the normal v2 flow; the " +
+      "initial-form/inquiry step is automatically skipped because the agent " +
+      "already ran it.",
+  })
+  @ApiBody({
+    schema: {
+      type: "object",
+      required: ["type"],
+      properties: {
+        type: {
+          type: "string",
+          enum: ["THIRD_PARTY", "CAR_BODY"],
+          example: "THIRD_PARTY",
+        },
+      },
+    },
+  })
+  createFile(
+    @CurrentUser() agent: any,
+    @Body("type") type: "THIRD_PARTY" | "CAR_BODY",
+  ) {
+    return this.requestManagementService.createCallCenterInitiatedBlameV6(agent, { type });
+  }
+
+  @Post("run-inquiry/:requestId")
+  @ApiOperation({
+    summary: "[V6] Run plate + insurance inquiry for the guilty party",
+    description:
+      "Call after `create`.  The agent supplies the plate and national-code data " +
+      "collected from the caller.  Plate + third-party block inquiry is executed " +
+      "and the results are stored on the blame document.  " +
+      "For THIRD_PARTY files only the guilty party (first party) is inquired here; " +
+      "the damaged party's inquiry is handled later by the user via the link.  " +
+      "Sheba (IBAN) is not collected here — the user adds it themselves.",
+  })
+  @ApiParam({ name: "requestId", description: "Blame request ID from `create`" })
+  @ApiBody({ type: RunCallCenterInquiryV6Dto })
+  runInquiry(
+    @CurrentUser() agent: any,
+    @Param("requestId") requestId: string,
+    @Body() dto: RunCallCenterInquiryV6Dto,
+  ) {
+    return this.requestManagementService.runCallCenterInquiryV6(agent, requestId, dto);
+  }
+
+  @Post("send-link/:requestId")
+  @ApiOperation({
+    summary: "[V6] Send blame link to the guilty party via SMS",
+    description:
+      "Call after `run-inquiry`.  Provide the guilty party's phone number; " +
+      "the service registers the user if needed, stores them as the first party, " +
+      "and sends the blame invite link via SMS.  The user opens the link and " +
+      "completes the blame form via the standard v2 user flow (initial-form step skipped).",
+  })
+  @ApiParam({ name: "requestId", description: "Blame request ID" })
+  @ApiBody({
+    schema: {
+      type: "object",
+      required: ["phoneNumber"],
+      properties: {
+        phoneNumber: {
+          type: "string",
+          example: "09121234567",
+          description: "Mobile number of the guilty party",
+        },
+      },
+    },
+  })
+  sendLink(
+    @CurrentUser() agent: any,
+    @Param("requestId") requestId: string,
+    @Body("phoneNumber") phoneNumber: string,
+  ) {
+    return this.requestManagementService.sendCallCenterLinkV6(agent, requestId, { phoneNumber });
+  }
+
+  @Get("blame/:requestId")
+  @ApiOperation({
+    summary: "[V6] Get a single blame file created by this agent",
+    description:
+      "Returns the current status, workflow step, and party data for one blame " +
+      "file started by this call-center agent.  Useful for checking whether the " +
+      "user has opened the link and progressed through the form.",
+  })
+  @ApiParam({ name: "requestId", description: "Blame request ID" })
+  getBlame(
+    @CurrentUser() agent: any,
+    @Param("requestId") requestId: string,
+  ) {
+    return this.requestManagementService.getCallCenterBlameDetailV6(agent, requestId);
+  }
+}

src/request-management/dto/run-call-center-inquiry-v6.dto.ts

@@ -0,0 +1,85 @@
+import { ApiProperty, ApiPropertyOptional } from "@nestjs/swagger";
+import {
+  IsBoolean,
+  IsNotEmpty,
+  IsOptional,
+  IsString,
+  ValidateNested,
+} from "class-validator";
+import { Type } from "class-transformer";
+
+class PlateV6Dto {
+  @ApiProperty({ example: "44", description: "Left two digits" })
+  @IsString()
+  @IsNotEmpty()
+  leftDigits: string;
+
+  @ApiProperty({ example: "ب", description: "Center alphabet letter" })
+  @IsString()
+  @IsNotEmpty()
+  centerAlphabet: string;
+
+  @ApiProperty({ example: "111", description: "Center three digits" })
+  @IsString()
+  @IsNotEmpty()
+  centerDigits: string;
+
+  @ApiProperty({ example: "22", description: "Right two digits (Iran region code)" })
+  @IsString()
+  @IsNotEmpty()
+  ir: string;
+}
+
+/**
+ * Inquiry body for the V6 call-center flow.
+ * Same as V3 but without `sheba` — the user adds their own IBAN later via the link.
+ */
+export class RunCallCenterInquiryV6Dto {
+  @ApiProperty({
+    type: PlateV6Dto,
+    description: "Plate segments — Tejarat block / third-party inquiry.",
+  })
+  @ValidateNested()
+  @Type(() => PlateV6Dto)
+  plate: PlateV6Dto;
+
+  @ApiProperty({ example: "1234567890", description: "National code of the policyholder (insurer)" })
+  @IsString()
+  @IsNotEmpty()
+  nationalCodeOfInsurer: string;
+
+  @ApiProperty({ example: "1234567890", description: "National code of the driver" })
+  @IsString()
+  @IsNotEmpty()
+  nationalCodeOfDriver: string;
+
+  @ApiProperty({ example: true, description: "Whether the driver is the same person as the insurer" })
+  @IsBoolean()
+  driverIsInsurer: boolean;
+
+  @ApiProperty({ example: 13780624, description: "Insurer birth date (Jalali)" })
+  insurerBirthday: number | string;
+
+  @ApiPropertyOptional({
+    example: 13780624,
+    description: "Driver birth date (Jalali). Required when driverIsInsurer is false.",
+  })
+  @IsOptional()
+  driverBirthday?: number | string | null;
+
+  @ApiPropertyOptional({
+    example: "123456789",
+    description: "Driver license (required when driverIsInsurer is false).",
+  })
+  @IsOptional()
+  @IsString()
+  driverLicense?: string;
+
+  @ApiPropertyOptional({
+    example: "123456789",
+    description: "Insurer license (required when driverIsInsurer is true).",
+  })
+  @IsOptional()
+  @IsString()
+  insurerLicense?: string;
+}

src/request-management/dto/run-inquiries-v3.dto.ts

@@ -4,6 +4,7 @@ import {
   IsNotEmpty,
   IsOptional,
   IsString,
+  MaxLength,
   ValidateNested,
 } from "class-validator";
 import { Type } from "class-transformer";
@@ -89,3 +90,66 @@ export class RunInquiriesV3Dto {
   @IsString()
   insurerLicense?: string;
 }
+
+/**
+ * Body for `POST run-inquiries-vin/:requestId`.
+ * Identical to RunInquiriesV3Dto but uses `vin` (17-char chassis number) instead of `plate`.
+ * First call = guilty party (+ auto claim). Second call = damaged party (THIRD_PARTY only).
+ */
+export class RunInquiriesVinV3Dto {
+  @ApiProperty({
+    example: "NAAM01E15HK123456",
+    description: "17-character VIN / chassis number (شماره شاسی)",
+    maxLength: 17,
+  })
+  @IsString()
+  @IsNotEmpty()
+  @MaxLength(17)
+  vin: string;
+
+  @ApiProperty({ example: "1234567890", description: "National code of the policyholder (insurer)" })
+  @IsString()
+  @IsNotEmpty()
+  nationalCodeOfInsurer: string;
+
+  @ApiProperty({ example: "1234567890", description: "National code of the driver" })
+  @IsString()
+  @IsNotEmpty()
+  nationalCodeOfDriver: string;
+
+  @ApiProperty({ example: true, description: "Whether the driver is the same person as the insurer" })
+  @IsBoolean()
+  driverIsInsurer: boolean;
+
+  @ApiProperty({ example: 13780624, description: "Insurer birth date (Jalali)" })
+  insurerBirthday: number | string;
+
+  @ApiPropertyOptional({ example: 13780624, description: "Driver birth date (Jalali). Required when driverIsInsurer is false." })
+  @IsOptional()
+  driverBirthday?: number | string | null;
+
+  @ApiPropertyOptional({
+    example: "IR123456789012345678901234",
+    description:
+      "Sheba (IBAN). Required on the damaged party call (CAR_BODY first call; THIRD_PARTY second call).",
+  })
+  @IsOptional()
+  @IsString()
+  sheba?: string;
+
+  @ApiPropertyOptional({
+    example: "123456789",
+    description: "Driver license (required when driverIsInsurer is false).",
+  })
+  @IsOptional()
+  @IsString()
+  driverLicense?: string;
+
+  @ApiPropertyOptional({
+    example: "123456789",
+    description: "Insurer license (required when driverIsInsurer is true).",
+  })
+  @IsOptional()
+  @IsString()
+  insurerLicense?: string;
+}

src/request-management/entities/schema/blame-cases.schema.ts

@@ -131,6 +131,26 @@ export class BlameRequest {
    */
   @Prop({ type: Types.ObjectId })
   assignedFileReviewerId?: Types.ObjectId;
+
+  /**
+   * V6 call-center flow: true when this blame was started by a call-center agent
+   * on behalf of the guilty party who called in.
+   */
+  @Prop({ default: false })
+  callCenterInitiated?: boolean;
+
+  /**
+   * V6 call-center flow: the call-center agent who created this file.
+   */
+  @Prop({ type: Types.ObjectId })
+  initiatedByCallCenterId?: Types.ObjectId;
+
+  /**
+   * V6 call-center flow: when true the user-side blame page should skip the
+   * inquiry / initial-form step (the call-center agent already ran the inquiry).
+   */
+  @Prop({ default: false })
+  skipInitialFormStep?: boolean;
 }
 
 export type BlameRequestDocument = HydratedDocument<BlameRequest>;

src/request-management/expert-initiated-blame-v3.mirror.controller.ts

@@ -31,7 +31,7 @@ import { RoleEnum } from "src/Types&Enums/role.enum";
 import { CreationMethod } from "./entities/schema/request-management.schema";
 import { CreateExpertInitiatedFileDto } from "./dto/expert-initiated.dto";
 import { SendPartyOtpDto, VerifyPartyOtpDto } from "./dto/party-otp.dto";
-import { RunInquiriesV3Dto } from "./dto/run-inquiries-v3.dto";
+import { RunInquiriesV3Dto, RunInquiriesVinV3Dto } from "./dto/run-inquiries-v3.dto";
 import {
   CarBodyFormDto,
   DescriptionDto,
@@ -181,6 +181,23 @@ export class ExpertInitiatedBlameV3MirrorController {
     return this.requestManagementService.runInquiriesV3(requestId, expert, dto);
   }
 
+  @Post("run-inquiries-vin/:requestId")
+  @ApiParam({ name: "requestId" })
+  @ApiBody({ type: RunInquiriesVinV3Dto })
+  @ApiOperation({
+    summary: "Run VIN/chassis inquiries for the current party (V3)",
+    description:
+      "VIN alternative to run-inquiries. Uses ESG chassis lookup instead of plate-based inquiry. " +
+      "1st call = guilty party (+ auto claim). 2nd call = damaged party (THIRD_PARTY, after guilty sign).",
+  })
+  async runInquiriesVin(
+    @CurrentUser() expert: any,
+    @Param("requestId") requestId: string,
+    @Body() dto: RunInquiriesVinV3Dto,
+  ) {
+    return this.requestManagementService.runInquiriesVinV3(requestId, expert, dto);
+  }
+
   @Post("add-detail-location/:requestId")
   @ApiParam({ name: "requestId" })
   @ApiBody({ type: LocationDto })

src/request-management/expert-initiated-blame.mirror.controller.ts

@@ -27,6 +27,7 @@ import { MediaPolicyService } from "src/media-policy/media-policy.service";
 import { DEFAULT_MEDIA_MAX_BYTES } from "src/client/client.service";
 import { RoleEnum } from "src/Types&Enums/role.enum";
 import { AddPlateDto } from "src/profile/dto/user/AddPlateDto";
+import { InitialFormVinDto } from "./dto/create-request-management.dto";
 import {
   BlameConfessionDtoV2,
   CarBodyFormDto,
@@ -181,6 +182,29 @@ export class ExpertInitiatedBlameMirrorController {
     );
   }
 
+  @Post("/run-inquiries-vin/:requestId")
+  @ApiParam({ name: "requestId" })
+  @ApiBody({ type: InitialFormVinDto })
+  @ApiOperation({
+    summary: "[Expert mirror] Initial form via VIN/chassis inquiry for current party",
+    description:
+      "VIN alternative to run-inquiries. Uses ESG chassis lookup instead of plate-based inquiry. " +
+      "Fills the FIRST or SECOND party insurance/vehicle data depending on the current workflow step.",
+  })
+  async initialFormVin(
+    @Param("requestId") requestId: string,
+    @Body() body: InitialFormVinDto,
+    @CurrentUser() expert: any,
+    @Body("partyRole") partyRole?: string,
+  ) {
+    return this.requestManagementService.initialFormVinV2(
+      requestId,
+      body,
+      expert,
+      partyRole,
+    );
+  }
+
   @ApiBody({
     schema: {
       type: "object",

src/request-management/file-maker-blame-v4.controller.ts

@@ -30,7 +30,7 @@ import { RoleEnum } from "src/Types&Enums/role.enum";
 import { CreationMethod } from "./entities/schema/request-management.schema";
 import { CreateExpertInitiatedFileDto } from "./dto/expert-initiated.dto";
 import { SendPartyOtpDto, VerifyPartyOtpDto } from "./dto/party-otp.dto";
-import { RunInquiriesV3Dto } from "./dto/run-inquiries-v3.dto";
+import { RunInquiriesV3Dto, RunInquiriesVinV3Dto } from "./dto/run-inquiries-v3.dto";
 import {
   CarBodyFormDto,
   DescriptionDto,
@@ -193,6 +193,27 @@ export class FileMakerBlameV4Controller {
     );
   }
 
+  @Post("run-inquiries-vin/:requestId")
+  @ApiParam({ name: "requestId" })
+  @ApiBody({ type: RunInquiriesVinV3Dto })
+  @ApiOperation({
+    summary: "Run VIN/chassis inquiries for the current party (V4)",
+    description:
+      "VIN alternative to run-inquiries. Uses ESG chassis lookup instead of plate-based inquiry. " +
+      "1st call = guilty party (+ auto claim). 2nd call = damaged party (THIRD_PARTY, after guilty sign).",
+  })
+  async runInquiriesVin(
+    @CurrentUser() fileMaker: any,
+    @Param("requestId") requestId: string,
+    @Body() dto: RunInquiriesVinV3Dto,
+  ) {
+    return this.requestManagementService.runInquiriesVinV3(
+      requestId,
+      fileMaker,
+      dto,
+    );
+  }
+
   // ─── Party details ────────────────────────────────────────────────────────────
 
   @Post("add-detail-location/:requestId")

src/request-management/file-maker-blame-v5.controller.ts

@@ -30,7 +30,7 @@ import { RoleEnum } from "src/Types&Enums/role.enum";
 import { CreationMethod } from "./entities/schema/request-management.schema";
 import { CreateExpertInitiatedFileDto } from "./dto/expert-initiated.dto";
 import { SendPartyOtpDto, VerifyPartyOtpDto } from "./dto/party-otp.dto";
-import { RunInquiriesV3Dto } from "./dto/run-inquiries-v3.dto";
+import { RunInquiriesV3Dto, RunInquiriesVinV3Dto } from "./dto/run-inquiries-v3.dto";
 import {
   CarBodyFormDto,
   DescriptionDto,
@@ -192,6 +192,27 @@ export class FileMakerBlameV5Controller {
     );
   }
 
+  @Post("run-inquiries-vin/:requestId")
+  @ApiParam({ name: "requestId" })
+  @ApiBody({ type: RunInquiriesVinV3Dto })
+  @ApiOperation({
+    summary: "Run VIN/chassis inquiries for the current party (V5)",
+    description:
+      "VIN alternative to run-inquiries. Uses ESG chassis lookup instead of plate-based inquiry. " +
+      "1st call = guilty party (+ auto claim). 2nd call = damaged party (THIRD_PARTY, after guilty sign).",
+  })
+  async runInquiriesVin(
+    @CurrentUser() fileMaker: any,
+    @Param("requestId") requestId: string,
+    @Body() dto: RunInquiriesVinV3Dto,
+  ) {
+    return this.requestManagementService.runInquiriesVinV3(
+      requestId,
+      fileMaker,
+      dto,
+    );
+  }
+
   // ─── Party details ────────────────────────────────────────────────────────────
 
   @Post("add-detail-location/:requestId")

src/request-management/file-maker-claim-approval-v5.controller.ts

@@ -10,6 +10,7 @@ import {
   ApiBody,
   ApiOperation,
   ApiParam,
+  ApiResponse,
   ApiTags,
 } from "@nestjs/swagger";
 import { IsOptional, IsString } from "class-validator";
@@ -91,9 +92,28 @@ export class FileMakerClaimApprovalV5Controller {
   @ApiOperation({
     summary: "Reject the completed claim back to FileReviewer (FileMaker V5)",
     description:
-      "Rejects a claim that is in WAITING_FOR_FILE_MAKER_APPROVAL status. " +
+      "Rejects a claim that is in `WAITING_FOR_FILE_MAKER_APPROVAL` status. " +
-      "Moves claim to FILE_MAKER_REJECTED so the FileReviewer can re-lock, " +
+      "Moves the claim back to `WAITING_FOR_DAMAGE_EXPERT` and the linked blame back to " +
-      "adjust the damage assessment, and restart user interaction as needed.",
+      "`WAITING_FOR_FILE_REVIEWER` so the FileReviewer can re-lock, adjust the damage " +
+      "assessment, and restart user interaction as needed.\n\n" +
+      "**Rejection limit:** the FileMaker may reject at most **2 times** per claim. " +
+      "On the 3rd attempt the endpoint returns **422** with " +
+      "`errorCode: FILE_MAKER_REJECTION_LIMIT_EXCEEDED` — the FileMaker must approve instead. " +
+      "The current count is returned as `fileMakerRejectionCount` in the response and in " +
+      "`GET v2/expert-claim/requests`.",
+  })
+  @ApiResponse({
+    status: 422,
+    description:
+      "Business rule violation: rejection limit exceeded. " +
+      "`errorCode: FILE_MAKER_REJECTION_LIMIT_EXCEEDED` — the claim has already been rejected twice.",
+    schema: {
+      example: {
+        errorCode: "FILE_MAKER_REJECTION_LIMIT_EXCEEDED",
+        message:
+          "This claim has already been rejected twice. You must approve it now — no further rejections are allowed.",
+      },
+    },
   })
   async reject(
     @Param("claimRequestId") claimRequestId: string,

src/request-management/file-reviewer-blame-v4.controller.ts

@@ -1,11 +1,15 @@
 import { extname } from "node:path";
 import {
+  BadRequestException,
   Body,
   Controller,
   Get,
+  HttpException,
+  InternalServerErrorException,
   Param,
   Patch,
   Post,
+  Put,
   UploadedFile,
   UseGuards,
   UseInterceptors,
@@ -316,6 +320,73 @@ export class FileReviewerBlameV4Controller {
     );
   }
 
+  // ─── Owner signature on expert pricing ───────────────────────────────────────
+
+  @Put("claim-sign/:claimRequestId")
+  @ApiParam({ name: "claimRequestId" })
+  @ApiConsumes("multipart/form-data")
+  @ApiBody({
+    description: "Signature file, agreement, and branch",
+    schema: {
+      type: "object",
+      required: ["sign", "agree", "branchId"],
+      properties: {
+        sign: { type: "string", format: "binary", description: "Signature image" },
+        agree: { type: "boolean", description: "true to accept, false to reject" },
+        branchId: { type: "string", description: "Insurer branch ID" },
+      },
+    },
+  })
+  @ApiOperation({
+    summary: "Owner signature on expert pricing (V4 — FileReviewer acts on behalf of user)",
+    description:
+      "FileReviewer submits the damaged party's signature during the final approval stage. " +
+      "Delegates to the same service method as the user sign endpoint; the FileReviewer's " +
+      "identity is resolved to the claim owner via `resolveClaimEffectiveUserId`.",
+  })
+  @UseInterceptors(
+    FileInterceptor("sign", {
+      limits: { fileSize: DEFAULT_MEDIA_MAX_BYTES },
+      storage: diskStorage({
+        destination: "./files/claim-sign",
+        filename: (req, file, callback) => {
+          const unique = Date.now();
+          const ex = extname(file.originalname);
+          const base = file.originalname.split(/[.,\s-]/)[0] || "sign";
+          callback(null, `${base}-${unique}${ex}`);
+        },
+      }),
+    }),
+  )
+  async submitOwnerSign(
+    @Param("claimRequestId") claimRequestId: string,
+    @Body("agree") agree: string | boolean,
+    @Body("branchId") branchId: string,
+    @CurrentUser() fileReviewer: any,
+    @UploadedFile() sign: Express.Multer.File,
+  ) {
+    await this.mediaPolicyService.assertForClaim(sign, claimRequestId, "image");
+    const agreed =
+      typeof agree === "string"
+        ? agree === "true" || agree === "1"
+        : Boolean(agree);
+    try {
+      return await this.claimRequestManagementService.submitOwnerInsurerApprovalSignV2(
+        claimRequestId,
+        agreed,
+        typeof branchId === "string" ? branchId : "",
+        sign,
+        fileReviewer.sub,
+        fileReviewer,
+      );
+    } catch (error) {
+      if (error instanceof HttpException) throw error;
+      throw new InternalServerErrorException(
+        error instanceof Error ? error.message : "Failed to submit signature",
+      );
+    }
+  }
+
   // ─── Walk-around video ────────────────────────────────────────────────────────
 
   @Patch("car-capture/:claimRequestId")

src/request-management/file-reviewer-blame-v5.controller.ts

@@ -3,9 +3,12 @@ import {
   Body,
   Controller,
   Get,
+  HttpException,
+  InternalServerErrorException,
   Param,
   Patch,
   Post,
+  Put,
   UploadedFile,
   UseGuards,
   UseInterceptors,
@@ -315,6 +318,73 @@ export class FileReviewerBlameV5Controller {
     );
   }
 
+  // ─── Owner signature on expert pricing ───────────────────────────────────────
+
+  @Put("claim-sign/:claimRequestId")
+  @ApiParam({ name: "claimRequestId" })
+  @ApiConsumes("multipart/form-data")
+  @ApiBody({
+    description: "Signature file, agreement, and branch",
+    schema: {
+      type: "object",
+      required: ["sign", "agree", "branchId"],
+      properties: {
+        sign: { type: "string", format: "binary", description: "Signature image" },
+        agree: { type: "boolean", description: "true to accept, false to reject" },
+        branchId: { type: "string", description: "Insurer branch ID" },
+      },
+    },
+  })
+  @ApiOperation({
+    summary: "Owner signature on expert pricing (V5 — FileReviewer acts on behalf of user)",
+    description:
+      "FileReviewer submits the damaged party's signature during the final approval stage. " +
+      "Delegates to the same service method as the user sign endpoint; the FileReviewer's " +
+      "identity is resolved to the claim owner via `resolveClaimEffectiveUserId`.",
+  })
+  @UseInterceptors(
+    FileInterceptor("sign", {
+      limits: { fileSize: DEFAULT_MEDIA_MAX_BYTES },
+      storage: diskStorage({
+        destination: "./files/claim-sign",
+        filename: (req, file, callback) => {
+          const unique = Date.now();
+          const ex = extname(file.originalname);
+          const base = file.originalname.split(/[.,\s-]/)[0] || "sign";
+          callback(null, `${base}-${unique}${ex}`);
+        },
+      }),
+    }),
+  )
+  async submitOwnerSign(
+    @Param("claimRequestId") claimRequestId: string,
+    @Body("agree") agree: string | boolean,
+    @Body("branchId") branchId: string,
+    @CurrentUser() fileReviewer: any,
+    @UploadedFile() sign: Express.Multer.File,
+  ) {
+    await this.mediaPolicyService.assertForClaim(sign, claimRequestId, "image");
+    const agreed =
+      typeof agree === "string"
+        ? agree === "true" || agree === "1"
+        : Boolean(agree);
+    try {
+      return await this.claimRequestManagementService.submitOwnerInsurerApprovalSignV2(
+        claimRequestId,
+        agreed,
+        typeof branchId === "string" ? branchId : "",
+        sign,
+        fileReviewer.sub,
+        fileReviewer,
+      );
+    } catch (error) {
+      if (error instanceof HttpException) throw error;
+      throw new InternalServerErrorException(
+        error instanceof Error ? error.message : "Failed to submit signature",
+      );
+    }
+  }
+
   // ─── Walk-around video ────────────────────────────────────────────────────────
 
   @Patch("car-capture/:claimRequestId")

src/request-management/inquiry-refresh.service.ts

@@ -7,6 +7,7 @@ import {
 import { Types } from "mongoose";
 import { ClaimCaseDbService } from "src/claim-request-management/entites/db-service/claim-case.db.service";
 import { SandHubService } from "src/sand-hub/sand-hub.service";
+import { PlateNormalizerService } from "src/utils/plate-normalizer/plate-normalizer.service";
 import { BlameRequestType } from "src/Types&Enums/blame-request-management/blameRequestType.enum";
 import { BlameRequestDbService } from "./entities/db-service/blame-request.db.service";
 import { PartyRole } from "./entities/schema/partyRole.enum";
@@ -33,6 +34,7 @@ export class InquiryRefreshService {
     private readonly blameRequestDbService: BlameRequestDbService,
     private readonly claimCaseDbService: ClaimCaseDbService,
     private readonly sandHubService: SandHubService,
+    private readonly plateNormalizer: PlateNormalizerService,
   ) {}
 
   async reinquiryInquiries(
@@ -592,7 +594,7 @@ export class InquiryRefreshService {
         centerDigits !== undefined &&
         ir !== undefined
       ) {
-        const plateLetter = String(centerAlphabet).trim();
+        const plateLetter = this.plateNormalizer.normalizePlateText(String(centerAlphabet));
         const parsed: PlateParts = {
           leftDigits: Number(leftDigits),
           centerAlphabet: plateLetter,
@@ -622,8 +624,7 @@ export class InquiryRefreshService {
     const ir = Number(irRaw);
     const leftDigits = Number(leftRaw);
     const centerDigits = Number(centerRaw);
-    const centerAlphabet = String(alphaRaw || "").trim();
+    const centerAlphabet = this.plateNormalizer.normalizePlateText(String(alphaRaw || ""));
-
     if (
       !Number.isFinite(ir) ||
       !Number.isFinite(leftDigits) ||

src/request-management/registrar-blame.mirror.controller.ts

@@ -28,6 +28,7 @@ import { MediaPolicyService } from "src/media-policy/media-policy.service";
 import { DEFAULT_MEDIA_MAX_BYTES } from "src/client/client.service";
 import { RoleEnum } from "src/Types&Enums/role.enum";
 import { AddPlateDto } from "src/profile/dto/user/AddPlateDto";
+import { InitialFormVinDto } from "./dto/create-request-management.dto";
 import {
   CarBodyFormDto,
   DescriptionDto,
@@ -165,6 +166,29 @@ export class RegistrarBlameMirrorController {
     );
   }
 
+  @Post("/initial-form-vin/:requestId")
+  @ApiParam({ name: "requestId" })
+  @ApiBody({ type: InitialFormVinDto })
+  @ApiOperation({
+    summary: "[Registrar mirror] Initial form via VIN/chassis inquiry for current party",
+    description:
+      "VIN alternative to initial-form. Uses ESG chassis lookup instead of plate-based inquiry. " +
+      "Fills the FIRST or SECOND party insurance/vehicle data depending on the current workflow step.",
+  })
+  async initialFormVin(
+    @Param("requestId") requestId: string,
+    @Body() body: InitialFormVinDto,
+    @CurrentUser() registrar: any,
+    @Body("partyRole") partyRole?: string,
+  ) {
+    return this.requestManagementService.initialFormVinV2(
+      requestId,
+      body,
+      registrar,
+      partyRole,
+    );
+  }
+
   @ApiBody({
     schema: {
       type: "object",

src/request-management/request-management.module.ts

@@ -12,6 +12,7 @@ import { UsersModule } from "src/users/users.module";
 import { CronModule } from "src/utils/cron/cron.module";
 import { PublicIdModule } from "src/utils/public-id/public-id.module";
 import { HashModule } from "src/utils/hash/hash.module";
+import { PlateNormalizerModule } from "src/utils/plate-normalizer/plate-normalizer.module";
 import { SmsOrchestrationModule } from "src/sms-orchestration/sms-orchestration.module";
 import { WorkflowStepManagementModule } from "src/workflow-step-management/workflow-step-management.module";
 import { AuthModule } from "src/auth/auth.module";
@@ -50,6 +51,7 @@ import { FileReviewerBlameV5Controller } from "./file-reviewer-blame-v5.controll
 import { FileMakerClaimApprovalV5Controller } from "./file-maker-claim-approval-v5.controller";
 import { InquiryRefreshController } from "./inquiry-refresh.controller";
 import { InquiryRefreshService } from "./inquiry-refresh.service";
+import { CallCenterBlameV6Controller } from "./call-center-blame-v6.controller";
 
 @Module({
   imports: [
@@ -59,6 +61,7 @@ import { InquiryRefreshService } from "./inquiry-refresh.service";
     SmsOrchestrationModule,
     PublicIdModule,
     HashModule,
+    PlateNormalizerModule,
     WorkflowStepManagementModule,
     PlatesModule,
     MulterModule.register({
@@ -92,6 +95,7 @@ import { InquiryRefreshService } from "./inquiry-refresh.service";
     FileReviewerBlameV5Controller,
     FileMakerClaimApprovalV5Controller,
     InquiryRefreshController,
+    CallCenterBlameV6Controller,
   ],
   providers: [
     RequestManagementService,

src/request-management/request-management.service.ts

@@ -42,7 +42,7 @@ import { ClaimStatus } from "src/Types&Enums/claim-request-management/claimStatu
 import { ClaimWorkflowStep } from "src/Types&Enums/claim-request-management/claim-workflow-steps.enum";
 import { resolveClaimOwnerFieldsFromBlame } from "src/helpers/blame-damaged-party";
 import { ExpertAccidentFieldsDto } from "./dto/expert-accident-fields.dto";
-import { RunInquiriesV3Dto } from "./dto/run-inquiries-v3.dto";
+import { RunInquiriesV3Dto, RunInquiriesVinV3Dto } from "./dto/run-inquiries-v3.dto";
 import { SandHubService } from "src/sand-hub/sand-hub.service";
 import { ReqBlameStatus } from "src/Types&Enums/blame-request-management/status.enum";
 import { StepsEnum } from "src/Types&Enums/blame-request-management/steps.enum";
@@ -84,6 +84,7 @@ import { WorkflowStepDbService } from "src/workflow-step-management/entities/db-
 import { WorkflowStepModel } from "src/workflow-step-management/entities/schema/workflow-step.schema";
 import { BlameStatus } from "src/Types&Enums/blame-request-management/blameStatus.enum";
 import { CaseStatus } from "src/Types&Enums/blame-request-management/caseStatus.enum";
+import { BusinessRuleException, BusinessErrorCode } from "src/expert-claim/exceptions/business-rule.exception";
 import { ExpertFileActivityDbService } from "src/users/entities/db-service/expert-file-activity.db.service";
 import {
   ExpertFileActivityType,
@@ -2319,6 +2320,7 @@ export class RequestManagementService {
           const url = this.smsOrchestrationService.buildInviteLink(
             frontendRoute,
             requestId,
+            "v1",
           );
           await this.smsOrchestrationService.sendInviteLink(
             secondPartyPhone,
@@ -2372,6 +2374,7 @@ export class RequestManagementService {
       const url = this.smsOrchestrationService.buildInviteLink(
         frontendRoute,
         requestId,
+        "v1",
       );
       await this.smsOrchestrationService.sendInviteLink(
         phoneNumber,
@@ -3485,6 +3488,7 @@ export class RequestManagementService {
     const URL = this.smsOrchestrationService.buildInviteLink(
       frontendRoutes,
       requestId,
+      "v1",
     );
     await this.smsOrchestrationService.sendInviteLink(
       phoneNumber,
@@ -4927,6 +4931,7 @@ export class RequestManagementService {
     const firstLink = this.smsOrchestrationService.buildBlamePartyLink(
       requestId,
       "FIRST",
+      "v2",
     );
     const smsSent = await this.smsOrchestrationService.sendFieldExpertLink({
       receptor: phone,
@@ -8365,6 +8370,7 @@ export class RequestManagementService {
               targetPhone === request?.parties[0]?.person.phoneNumber
                 ? "FIRST"
                 : "SECOND",
+              "v1",
             );
             await this.smsOrchestrationService.sendThirdPartyDamagedPartyClaimLinkNotice(
               {
@@ -9148,6 +9154,399 @@ export class RequestManagementService {
     };
   }
 
+  /**
+   * VIN variant of `runInquiriesV3`.
+   * Identical flow, but calls `getPolicyByChassisInquiry` instead of
+   * `getTejaratBlockInquiry` for the primary policy lookup.
+   */
+  async runInquiriesVinV3(
+    requestId: string,
+    actor: any,
+    dto: RunInquiriesVinV3Dto,
+  ): Promise<{
+    blameRequestId: string;
+    partyRole: PartyRole;
+    claimRequestId?: string;
+    claimPublicId?: string;
+    message: string;
+  }> {
+    const req = await this.blameRequestDbService.findById(requestId);
+    if (!req) throw new NotFoundException("Blame request not found");
+    this.assertBlameV3ExpertInPerson(req);
+    await this.verifyExpertAccessForBlameV2(req, actor);
+
+    const partyRole = this.resolveV3InquiryPartyRole(req);
+    if (!partyRole) {
+      throw new ConflictException("All party inquiries are already complete.");
+    }
+
+    if (partyRole === PartyRole.FIRST) {
+      const firstIdx = this.getPartyIndex(req, PartyRole.FIRST);
+      if (firstIdx === -1)
+        throw new BadRequestException("First party not found");
+      const firstParty = req.parties[firstIdx];
+      if (!firstParty?.person?.userId) {
+        throw new BadRequestException(
+          "Guilty party OTP must be verified before running inquiries.",
+        );
+      }
+      if (req.type === BlameRequestType.CAR_BODY) {
+        const form = firstParty.carBodyFirstForm as any;
+        if (form?.car == null && form?.object == null) {
+          throw new BadRequestException(
+            "Submit car-body-form before running inquiries (CAR_BODY).",
+          );
+        }
+      }
+
+      await this.runPartyInquiriesVinV3Internal(
+        req,
+        dto,
+        PartyRole.FIRST,
+        firstParty,
+      );
+      if (req.type === BlameRequestType.CAR_BODY) {
+        await this.validateShebaV3(
+          dto as any,
+          firstParty.person?.clientId?.toString(),
+        );
+      }
+
+      this.markPartyInquiriesCompleteOnBlame(req, PartyRole.FIRST, actor);
+      await (req as any).save();
+
+      const nationalCode =
+        dto.nationalCodeOfInsurer || dto.nationalCodeOfDriver || "";
+      const newClaim = await this.createV3ClaimFromBlame(req, actor, {
+        sheba: req.type === BlameRequestType.CAR_BODY ? dto.sheba : undefined,
+        nationalCode:
+          req.type === BlameRequestType.CAR_BODY ? nationalCode : undefined,
+        interimThirdParty: req.type === BlameRequestType.THIRD_PARTY,
+      });
+
+      return {
+        blameRequestId: requestId,
+        partyRole: PartyRole.FIRST,
+        claimRequestId: String(newClaim._id),
+        claimPublicId: req.publicId,
+        message:
+          "Guilty-party inquiries complete and claim created. Proceed with location, description, voice, and signature.",
+      };
+    }
+
+    // Damaged party (THIRD_PARTY only)
+    if (!this.partyHasSigned(req, PartyRole.FIRST)) {
+      throw new BadRequestException(
+        "Guilty party must sign before running damaged-party inquiries.",
+      );
+    }
+    const secondIdx = this.getPartyIndex(req, PartyRole.SECOND);
+    if (secondIdx === -1 || !req.parties[secondIdx]?.person?.userId) {
+      throw new BadRequestException(
+        "Damaged party OTP must be verified before running inquiries.",
+      );
+    }
+
+    const secondParty = req.parties[secondIdx];
+    const firstIdx = this.getPartyIndex(req, PartyRole.FIRST);
+    const firstUserId =
+      firstIdx !== -1 ? req.parties[firstIdx]?.person?.userId : null;
+    const secondUserId = secondParty.person?.userId;
+    if (
+      firstUserId &&
+      secondUserId &&
+      String(firstUserId) === String(secondUserId)
+    ) {
+      throw new BadRequestException(
+        "Guilty and damaged parties are bound to the same user account. " +
+          "Re-verify the second party OTP using a different phone number.",
+      );
+    }
+
+    await this.runPartyInquiriesVinV3Internal(
+      req,
+      dto,
+      PartyRole.SECOND,
+      secondParty,
+    );
+    await this.validateShebaV3(
+      dto as any,
+      secondParty.person?.clientId?.toString(),
+    );
+
+    this.ensureV3GuiltyPartyDecision(req);
+    if (typeof (req as any).markModified === "function") {
+      (req as any).markModified("parties");
+    }
+    await (req as any).save();
+
+    await this.syncV3ClaimDamagedPartyFromBlame(req, dto as any);
+
+    this.markPartyInquiriesCompleteOnBlame(req, PartyRole.SECOND, actor);
+    await (req as any).save();
+
+    return {
+      blameRequestId: requestId,
+      partyRole: PartyRole.SECOND,
+      message:
+        "Damaged-party inquiries complete. Proceed with location, description, voice, and signature.",
+    };
+  }
+
+  /**
+   * VIN variant of `runPartyInquiriesV3Internal`.
+   * Calls `getPolicyByChassisInquiry` (ESG chassis lookup) instead of
+   * `getTejaratBlockInquiry` (plate-based). All other inquiries (personal,
+   * driving licence, car-body for CAR_BODY) are unchanged.
+   */
+  private async runPartyInquiriesVinV3Internal(
+    req: any,
+    partyData: RunInquiriesVinV3Dto,
+    partyRole: PartyRole,
+    party: any,
+  ): Promise<{ clientId?: string }> {
+    const roleLabel = partyRole === PartyRole.FIRST ? "FIRST" : "SECOND";
+    let clientId: string | undefined;
+    const inquiryOptions = (cid?: string) =>
+      cid ? { clientId: cid } : undefined;
+
+    let inquiryRaw: any;
+    let inquiryMapped: any;
+    try {
+      const inquiry = await this.sandHubService.getPolicyByChassisInquiry(
+        partyData.vin,
+        inquiryOptions(party?.person?.clientId?.toString()),
+      );
+      inquiryRaw = inquiry.raw;
+      inquiryMapped = inquiry.mapped;
+      this.recordPartyCaseInquiryStatus(req, "thirdParty", partyRole, true, {
+        source: "ESG_VIN_INQUIRY",
+        raw: inquiryRaw,
+        mapped: inquiryMapped,
+      });
+    } catch (err: any) {
+      this.logger.error(
+        `[V3-VIN] vin inquiry failed for ${roleLabel} party (request=${req._id}): ${err?.message || err}`,
+      );
+      this.recordPartyCaseInquiryStatus(
+        req,
+        "thirdParty",
+        partyRole,
+        false,
+        {},
+        err,
+      );
+      throw new BadRequestException(
+        `${roleLabel} party VIN inquiry failed: ${err?.message || "استعلام در دسترس نیست"}`,
+      );
+    }
+
+    if (inquiryMapped?.Error) {
+      throw new BadRequestException(
+        inquiryMapped.Error.Message ||
+          `${roleLabel} party VIN inquiry returned an error`,
+      );
+    }
+
+    const clientName = inquiryMapped?.CompanyName;
+    const companyCode = inquiryMapped?.CompanyCode;
+    if (!clientName) {
+      throw new BadRequestException(
+        `CompanyName missing from ${roleLabel} party VIN inquiry response`,
+      );
+    }
+    const client = await this.clientService.findOrCreateClientByCompanyCode(
+      companyCode,
+      clientName,
+    );
+    if (!client) {
+      throw new BadRequestException(
+        `CompanyCode missing or invalid in ${roleLabel} party VIN inquiry response`,
+      );
+    }
+    const resolvedClientId = (client as any)?._id ?? (client as any)?._doc?._id;
+    clientId = resolvedClientId ? String(resolvedClientId) : undefined;
+
+    if (!party.person) party.person = {} as any;
+    party.person.clientId = resolvedClientId;
+    party.person.nationalCodeOfInsurer = partyData.nationalCodeOfInsurer;
+    party.person.nationalCodeOfDriver = partyData.nationalCodeOfDriver;
+    party.person.driverIsInsurer = partyData.driverIsInsurer;
+    party.person.insurerBirthday = partyData.insurerBirthday;
+    party.person.driverBirthday =
+      partyData.driverBirthday ??
+      (partyData.driverIsInsurer ? String(partyData.insurerBirthday) : null);
+    if (partyData.insurerLicense)
+      party.person.insurerLicense = partyData.insurerLicense;
+    if (partyData.driverLicense)
+      party.person.driverLicense = partyData.driverLicense;
+
+    if (!party.vehicle) party.vehicle = {} as any;
+    party.vehicle.plateId = partyData.vin; // store VIN as vehicle identifier
+    party.vehicle.name = inquiryMapped?.MapTypNam;
+    party.vehicle.type = `${inquiryMapped?.UsageField ?? ""} / ${inquiryMapped?.UsageName ?? inquiryMapped?.MapUsageName ?? "-"}`;
+    party.vehicle.inquiry = {
+      source: "ESG_VIN_INQUIRY",
+      raw: inquiryRaw,
+      mapped: inquiryMapped,
+    };
+
+    if (!party.insurance) party.insurance = {} as any;
+    party.insurance.policyNumber = inquiryMapped?.PrntPlcyCmpDocNo;
+    party.insurance.company = clientName;
+    party.insurance.financialCeiling = inquiryMapped?.FinancialCvrCptl;
+    party.insurance.startDate = inquiryMapped?.IssueDate;
+    party.insurance.endDate = inquiryMapped?.EndDate;
+
+    if (
+      req.type === BlameRequestType.CAR_BODY &&
+      partyRole === PartyRole.FIRST
+    ) {
+      try {
+        const carBodyInfo = await this.sandHubService.getTejaratCarBodyInquiry(
+          {
+            nationalCodeOfInsurer: partyData.nationalCodeOfInsurer,
+            plate: partyData.vin as any, // VIN used as identifier for CAR_BODY
+          },
+          clientId ? { clientId } : undefined,
+        );
+        this.recordPartyCaseInquiryStatus(req, "carBody", partyRole, true, {
+          source: "TEJARAT_CAR_BODY_VIN_INQUIRY",
+          raw: carBodyInfo.raw,
+          mapped: carBodyInfo.mapped,
+        });
+        party.vehicle.inquiry = {
+          ...party.vehicle.inquiry,
+          carBody: {
+            source: "TEJARAT_CAR_BODY_VIN_INQUIRY",
+            raw: carBodyInfo.raw,
+            mapped: carBodyInfo.mapped,
+          },
+        };
+        const m = carBodyInfo.mapped;
+        (party.insurance as any).carBodyInsurance = {
+          policyNumber: m.policyNumber ?? null,
+          companyId: m.companyId ?? null,
+          companyName: m.CompanyName ?? null,
+        };
+        const cbCompanyCode = m.companyId ?? m.CompanyCode;
+        const cbCompanyName = m.CompanyName ?? m.companyPersianName;
+        if (cbCompanyCode && cbCompanyName) {
+          const cbClient =
+            await this.clientService.findOrCreateClientByCompanyCode(
+              Number(cbCompanyCode),
+              String(cbCompanyName),
+            );
+          const cbClientId =
+            (cbClient as any)?._id ?? (cbClient as any)?._doc?._id;
+          if (cbClientId) {
+            party.person.clientId = cbClientId;
+            clientId = String(cbClientId);
+          }
+        }
+      } catch (err: any) {
+        this.logger.error(
+          `[V3-VIN] car body inquiry failed for request=${req._id}: ${err?.message || err}`,
+        );
+        this.recordPartyCaseInquiryStatus(
+          req,
+          "carBody",
+          partyRole,
+          false,
+          {},
+          err,
+        );
+        throw new BadRequestException(
+          `CAR_BODY VIN inquiry failed: ${err?.message || "استعلام در دسترس نیست"}`,
+        );
+      }
+    }
+
+    const nationalCode =
+      partyData.nationalCodeOfInsurer || partyData.nationalCodeOfDriver;
+    const birthDate = partyData.insurerBirthday ?? partyData.driverBirthday;
+    if (nationalCode && birthDate != null) {
+      try {
+        const personalInquiry = await this.sandHubService.getPersonalInquiry(
+          nationalCode,
+          birthDate as string | number,
+          clientId ? { clientId } : undefined,
+        );
+        this.recordPartyCaseInquiryStatus(
+          req,
+          "person",
+          partyRole,
+          true,
+          personalInquiry,
+        );
+      } catch (err: any) {
+        this.logger.error(
+          `[V3-VIN] personal inquiry failed for ${roleLabel} party request=${req._id}: ${err?.message || err}`,
+        );
+        this.recordPartyCaseInquiryStatus(
+          req,
+          "person",
+          partyRole,
+          false,
+          {},
+          err,
+        );
+        throw new BadRequestException(
+          `${roleLabel} party personal identity inquiry failed: ${err?.message || "استعلام در دسترس نیست"}`,
+        );
+      }
+    }
+
+    const licenseNationalCode = partyData.driverIsInsurer
+      ? partyData.nationalCodeOfInsurer
+      : partyData.nationalCodeOfDriver;
+    const licenseNumber = partyData.driverIsInsurer
+      ? partyData.insurerLicense
+      : partyData.driverLicense;
+
+    if (!licenseNumber) {
+      this.recordPartyCaseInquiryStatus(
+        req,
+        "drivingLicence",
+        partyRole,
+        false,
+        { skipped: true, reason: "No license number provided" },
+      );
+    } else {
+      try {
+        const licenseInquiry = await this.sandHubService.getDrivingLicenseInfo(
+          licenseNationalCode,
+          licenseNumber,
+          clientId ? { clientId } : undefined,
+        );
+        this.recordPartyCaseInquiryStatus(
+          req,
+          "drivingLicence",
+          partyRole,
+          true,
+          licenseInquiry,
+        );
+      } catch (err: any) {
+        this.logger.error(
+          `[V3-VIN] driving license inquiry failed for ${roleLabel} party request=${req._id}: ${err?.message || err}`,
+        );
+        this.recordPartyCaseInquiryStatus(
+          req,
+          "drivingLicence",
+          partyRole,
+          false,
+          {},
+          err,
+        );
+        throw new BadRequestException(
+          `${roleLabel} party driving license inquiry failed: ${err?.message || "استعلام در دسترس نیست"}`,
+        );
+      }
+    }
+
+    return { clientId };
+  }
+
   private assertBlameV3PartyDetailPhase(req: any, partyRole: PartyRole): void {
     this.assertBlameV3ExpertInPerson(req);
     if (partyRole === PartyRole.FIRST) {
@@ -9368,16 +9767,26 @@ export class RequestManagementService {
       },
     };
 
+    if (typeof (req as any).markModified === "function") {
+      (req as any).markModified("expert");
+    }
+
     if (!Array.isArray(req.history)) req.history = [];
-    req.history.push({
+    // Avoid duplicate history entries on idempotent retries.
-      type: "V3_ACCIDENT_FIELDS_SAVED",
+    const alreadyRecorded = (req.history as any[]).some(
-      actor: {
+      (e: any) => e?.type === "V3_ACCIDENT_FIELDS_SAVED",
-        actorId: new Types.ObjectId(String(expert.sub)),
+    );
-        actorName: `${expert.firstName || ""} ${expert.lastName || ""}`.trim(),
+    if (!alreadyRecorded) {
-        actorType: "field_expert",
+      req.history.push({
-      },
+        type: "V3_ACCIDENT_FIELDS_SAVED",
-      metadata: { accidentWay: fields.accidentWay },
+        actor: {
-    } as any);
+          actorId: new Types.ObjectId(String(expert.sub)),
+          actorName: `${expert.firstName || ""} ${expert.lastName || ""}`.trim(),
+          actorType: "field_expert",
+        },
+        metadata: { accidentWay: fields.accidentWay },
+      } as any);
+    }
 
     await (req as any).save();
 
@@ -9952,7 +10361,17 @@ export class RequestManagementService {
 
     this.assertFileMakerApprovalAccess(claim, fileMaker);
 
-    if (claim.status !== ClaimCaseStatus.WAITING_FOR_FILE_MAKER_APPROVAL) {
+    // After 2 rejections the claim is in WAITING_FOR_DAMAGE_EXPERT (forced-approve
+    // path); any other status is still an error.
+    const rejectionCount = (claim as any).fileMakerRejectionCount ?? 0;
+    const forcedApprove =
+      rejectionCount >= 2 &&
+      claim.status === ClaimCaseStatus.WAITING_FOR_DAMAGE_EXPERT;
+
+    if (
+      claim.status !== ClaimCaseStatus.WAITING_FOR_FILE_MAKER_APPROVAL &&
+      !forcedApprove
+    ) {
       throw new BadRequestException(
         `Claim must be in WAITING_FOR_FILE_MAKER_APPROVAL status to approve. Current: ${claim.status}`,
       );
@@ -9996,11 +10415,14 @@ export class RequestManagementService {
   }
 
   /**
-   * V5: FileMaker rejects the completed claim back to expert review.
+   * V5: FileMaker rejects the completed claim back to FileReviewer for correction.
    *
-   * Moves claim from WAITING_FOR_FILE_MAKER_APPROVAL → WAITING_FOR_DAMAGE_EXPERT
+   * Allowed at most 2 times per claim lifetime.  On the 3rd attempt the endpoint
-   * so the FileReviewer can re-lock it and adjust the damage assessment or
+   * returns 422 FILE_MAKER_REJECTION_LIMIT_EXCEEDED and the FileMaker must approve.
-   * restart the back-and-forth with the user.
+   *
+   * Transition (both blame + claim are updated atomically):
+   *   claim: WAITING_FOR_FILE_MAKER_APPROVAL → WAITING_FOR_DAMAGE_EXPERT
+   *   blame:  (any status)                   → WAITING_FOR_FILE_REVIEWER
    */
   async fileMakerRejectV5(
     fileMaker: any,
@@ -10010,6 +10432,7 @@ export class RequestManagementService {
     claimRequestId: string;
     publicId: string;
     status: string;
+    fileMakerRejectionCount: number;
     message: string;
   }> {
     const claim = await this.claimCaseDbService.findById(claimRequestId);
@@ -10023,14 +10446,26 @@ export class RequestManagementService {
       );
     }
 
+    const currentRejections = (claim as any).fileMakerRejectionCount ?? 0;
+    if (currentRejections >= 2) {
+      throw new BusinessRuleException(
+        BusinessErrorCode.FILE_MAKER_REJECTION_LIMIT_EXCEEDED,
+        "This claim has already been rejected twice. You must approve it now — no further rejections are allowed.",
+      );
+    }
+
+    const newRejectionCount = currentRejections + 1;
     const actorName = `${fileMaker.firstName || ""} ${fileMaker.lastName || ""}`.trim();
 
     await this.claimCaseDbService.findByIdAndUpdate(claimRequestId, {
       $set: {
-        status: ClaimCaseStatus.FILE_MAKER_REJECTED,
+        status: ClaimCaseStatus.WAITING_FOR_DAMAGE_EXPERT,
         claimStatus: ClaimStatus.NEEDS_REVISION,
+        fileMakerRejectionCount: newRejectionCount,
+        fileMakerRejectionReason: reason ?? null,
         "workflow.currentStep": ClaimWorkflowStep.EXPERT_DAMAGE_ASSESSMENT,
         "workflow.nextStep": ClaimWorkflowStep.EXPERT_DAMAGE_ASSESSMENT,
+        "workflow.locked": false,
       },
       $push: {
         history: {
@@ -10041,17 +10476,43 @@ export class RequestManagementService {
             actorType: "file_maker",
           },
           timestamp: new Date(),
-          metadata: { reason: reason ?? null },
+          metadata: { reason: reason ?? null, rejectionCount: newRejectionCount },
         },
       },
     });
 
+    // Reset blame back to WAITING_FOR_FILE_REVIEWER so the reviewer's list
+    // query (which looks for that status + assignedFileReviewerId) surfaces it.
+    if (claim.blameRequestId) {
+      await this.blameRequestDbService.findByIdAndUpdate(
+        String(claim.blameRequestId),
+        {
+          $set: { status: CaseStatus.WAITING_FOR_FILE_REVIEWER },
+          $push: {
+            history: {
+              type: "V5_FILE_MAKER_REJECTED_BLAME_RESET",
+              actor: {
+                actorId: new Types.ObjectId(fileMaker.sub),
+                actorName,
+                actorType: "file_maker",
+              },
+              timestamp: new Date(),
+              metadata: { claimRequestId, reason: reason ?? null },
+            },
+          },
+        },
+      );
+    }
+
     return {
       claimRequestId,
       publicId: claim.publicId,
-      status: ClaimCaseStatus.FILE_MAKER_REJECTED,
+      status: ClaimCaseStatus.WAITING_FOR_DAMAGE_EXPERT,
+      fileMakerRejectionCount: newRejectionCount,
       message:
-        "Claim rejected by FileMaker. FileReviewer can re-lock the claim and adjust the damage assessment or restart the user interaction.",
+        newRejectionCount >= 2
+          ? "Claim rejected by FileMaker (2nd rejection — next action must be approval). FileReviewer can re-lock and adjust the assessment."
+          : "Claim rejected by FileMaker. FileReviewer can re-lock the claim and adjust the damage assessment or restart the user interaction.",
     };
   }
 
@@ -10075,4 +10536,251 @@ export class RequestManagementService {
       );
     }
   }
+
+  // ── V6 call-center flow ────────────────────────────────────────────────
+
+  /**
+   * V6: Create a LINK blame file initiated by a call-center agent.
+   * Always LINK + CUSTOMER-filled (user fills the form after receiving the SMS).
+   * `skipInitialFormStep` is set so the user-side page skips the inquiry step
+   * (the agent already ran it via runCallCenterInquiryV6).
+   */
+  async createCallCenterInitiatedBlameV6(
+    agent: any,
+    dto: { type: "THIRD_PARTY" | "CAR_BODY" },
+  ): Promise<{ requestId: string; publicId: string }> {
+    if (agent?.role !== RoleEnum.CALL_CENTER) {
+      throw new ForbiddenException("Only call-center agents can use this endpoint.");
+    }
+    const agentId = new Types.ObjectId(agent.sub);
+    const type =
+      dto.type === "CAR_BODY"
+        ? BlameRequestType.CAR_BODY
+        : BlameRequestType.THIRD_PARTY;
+
+    const firstStep = await this.getWorkflowStep({ stepNumber: 1 });
+    if (!firstStep?.stepKey) {
+      throw new InternalServerErrorException(
+        "Workflow stepNumber=1 not configured in step manager",
+      );
+    }
+    const nextStepFromManager = firstStep.nextPossibleSteps?.[0];
+    const nextStep =
+      type === BlameRequestType.CAR_BODY
+        ? (WorkflowStep.CAR_BODY_ACCIDENT_TYPE as WorkflowStep)
+        : (nextStepFromManager as WorkflowStep);
+    if (!nextStep) {
+      throw new InternalServerErrorException(
+        "Workflow stepNumber=1 has no nextPossibleSteps configured",
+      );
+    }
+
+    const publicId = await this.publicIdService.generateRequestPublicId();
+
+    const created = await this.blameRequestDbService.create({
+      publicId,
+      requestNo: publicId,
+      type,
+      parties: [{ role: PartyRole.FIRST, person: {} }],
+      workflow: {
+        currentStep: firstStep.stepKey as WorkflowStep,
+        nextStep,
+        completedSteps: [firstStep.stepKey as WorkflowStep],
+        locked: false,
+      },
+      history: [],
+      callCenterInitiated: true,
+      initiatedByCallCenterId: agentId,
+      creationMethod: CreationMethod.LINK,
+      filledBy: FilledBy.CUSTOMER,
+      // User-side page should skip the inquiry/initial-form step
+      skipInitialFormStep: true,
+    });
+
+    const requestId = String((created as any)._id);
+    if (!Array.isArray((created as any).history)) (created as any).history = [];
+    (created as any).history.push({
+      type: "FILE_CREATED_BY_CALL_CENTER",
+      actor: {
+        actorId: agentId,
+        actorName: `${agent.firstName || ""} ${agent.lastName || ""}`.trim(),
+        actorType: RoleEnum.CALL_CENTER,
+      },
+      metadata: { creationMethod: CreationMethod.LINK, type: dto.type },
+    });
+    await (created as any).save();
+
+    return { requestId, publicId: (created as any).publicId };
+  }
+
+  /**
+   * V6: Run plate + personal inquiry for the guilty party on behalf of the caller.
+   * Stores the inquiry results on the blame's first party (same as V3 guilty-party path)
+   * but does NOT create a claim — the user will do that after filling the form via the link.
+   * Note: sheba is intentionally absent — the user provides their own IBAN later.
+   */
+  async runCallCenterInquiryV6(
+    agent: any,
+    requestId: string,
+    dto: Omit<RunInquiriesV3Dto, "sheba">,
+  ): Promise<{ blameRequestId: string; message: string }> {
+    if (agent?.role !== RoleEnum.CALL_CENTER) {
+      throw new ForbiddenException("Only call-center agents can use this endpoint.");
+    }
+    const req = await this.blameRequestDbService.findById(requestId);
+    if (!req) throw new NotFoundException("Blame request not found");
+    if (!req.callCenterInitiated || String(req.initiatedByCallCenterId) !== String(agent.sub)) {
+      throw new ForbiddenException("You can only access files that you have initiated.");
+    }
+
+    const firstIdx = this.getPartyIndex(req, PartyRole.FIRST);
+    if (firstIdx === -1) throw new BadRequestException("First party not found");
+    const firstParty = req.parties[firstIdx];
+
+    await this.runPartyInquiriesV3Internal(req, dto, PartyRole.FIRST, firstParty);
+    this.markPartyInquiriesCompleteOnBlame(req, PartyRole.FIRST, agent);
+    if (!Array.isArray((req as any).history)) (req as any).history = [];
+    (req as any).history.push({
+      type: "CALL_CENTER_INQUIRY_COMPLETED",
+      actor: {
+        actorId: new Types.ObjectId(agent.sub),
+        actorName: `${agent.firstName || ""} ${agent.lastName || ""}`.trim(),
+        actorType: RoleEnum.CALL_CENTER,
+      },
+      metadata: { partyRole: PartyRole.FIRST },
+    });
+    await (req as any).save();
+
+    return {
+      blameRequestId: requestId,
+      message: "Guilty-party inquiry complete. You can now send the blame link to the user.",
+    };
+  }
+
+  /**
+   * V6: Send the blame link to the guilty party's phone number.
+   * Registers/looks up the user by phone and stores them as the first party, then
+   * sends the SMS link so the user can fill in the rest of the form via the v2 flow.
+   */
+  async sendCallCenterLinkV6(
+    agent: any,
+    requestId: string,
+    dto: { phoneNumber: string },
+  ): Promise<{ sent: boolean; sentTo: { role: string; phoneNumber: string; smsSent: boolean; linkUrl: string }[] }> {
+    if (agent?.role !== RoleEnum.CALL_CENTER) {
+      throw new ForbiddenException("Only call-center agents can use this endpoint.");
+    }
+    const req = await this.blameRequestDbService.findById(requestId);
+    if (!req) throw new NotFoundException("Request not found");
+    if (!req.callCenterInitiated || String(req.initiatedByCallCenterId) !== String(agent.sub)) {
+      throw new ForbiddenException("You can only access files that you have initiated.");
+    }
+    if (!process.env.URL) {
+      throw new InternalServerErrorException("URL environment variable is not configured");
+    }
+
+    const phone = (dto?.phoneNumber || "").trim();
+    if (!phone) throw new BadRequestException("phoneNumber is required");
+
+    const firstIdx = this.getPartyIndex(req, PartyRole.FIRST);
+    if (firstIdx === -1) throw new BadRequestException("First party not found on request");
+    const userId = await this.getOrCreateUserByPhoneNumber(phone);
+    if (!req.parties[firstIdx].person) req.parties[firstIdx].person = {} as any;
+    req.parties[firstIdx].person.phoneNumber = normalizeIranMobile(phone) ?? phone;
+    req.parties[firstIdx].person.userId = userId;
+
+    const expertName = `${agent?.lastName || ""}`.trim() || "اپراتور";
+    const firstLink = this.smsOrchestrationService.buildBlamePartyLink(requestId, "FIRST", "v6");
+    const smsSent = await this.smsOrchestrationService.sendFieldExpertLink({
+      receptor: phone,
+      type: req.type,
+      expertLastName: expertName,
+      link: firstLink,
+    });
+
+    const sentTo = [{ role: PartyRole.FIRST, phoneNumber: phone, smsSent, linkUrl: firstLink }];
+
+    if (!Array.isArray((req as any).history)) (req as any).history = [];
+    (req as any).history.push({
+      type: "CALL_CENTER_LINK_SENT",
+      actor: {
+        actorId: new Types.ObjectId(agent.sub),
+        actorName: `${agent.firstName || ""} ${agent.lastName || ""}`.trim(),
+        actorType: RoleEnum.CALL_CENTER,
+      },
+      metadata: { sentTo },
+    });
+    await (req as any).save();
+
+    return { sent: smsSent, sentTo };
+  }
+
+  /**
+   * V6: Get a single blame file detail for the call-center agent who created it.
+   */
+  async getCallCenterBlameDetailV6(agent: any, requestId: string): Promise<any> {
+    if (agent?.role !== RoleEnum.CALL_CENTER) {
+      throw new ForbiddenException("Only call-center agents can use this endpoint.");
+    }
+    const req = await this.blameRequestDbService.findById(requestId);
+    if (!req) throw new NotFoundException("Blame request not found");
+    if (!req.callCenterInitiated || String(req.initiatedByCallCenterId) !== String(agent.sub)) {
+      throw new ForbiddenException("You can only access files that you have initiated.");
+    }
+    return {
+      _id: (req as any)._id,
+      publicId: (req as any).publicId,
+      requestNo: (req as any).requestNo,
+      type: (req as any).type,
+      status: (req as any).status,
+      blameStatus: (req as any).blameStatus,
+      workflow: (req as any).workflow,
+      skipInitialFormStep: (req as any).skipInitialFormStep,
+      parties: ((req as any).parties ?? []).map((p: any) => ({
+        role: p.role,
+        person: {
+          phoneNumber: p.person?.phoneNumber,
+          nationalCodeOfInsurer: p.person?.nationalCodeOfInsurer,
+          clientId: p.person?.clientId,
+        },
+        insurance: p.insurance
+          ? {
+              company: p.insurance.company,
+              policyNumber: p.insurance.policyNumber,
+              startDate: p.insurance.startDate,
+              endDate: p.insurance.endDate,
+            }
+          : undefined,
+        vehicle: p.vehicle
+          ? { plateId: p.vehicle.plateId, name: p.vehicle.name }
+          : undefined,
+      })),
+      createdAt: (req as any).createdAt,
+    };
+  }
+
+  /**
+   * V6: List blame files created by this call-center agent.
+   */
+  async getMyCallCenterFilesV6(agent: any): Promise<any[]> {
+    if (agent?.role !== RoleEnum.CALL_CENTER) {
+      throw new ForbiddenException("Only call-center agents can use this endpoint.");
+    }
+    const agentId = new Types.ObjectId(agent.sub);
+    const files = await this.blameRequestDbService.find({
+      callCenterInitiated: true,
+      initiatedByCallCenterId: agentId,
+    });
+    return (files || []).map((f: any) => ({
+      _id: f._id,
+      publicId: f.publicId,
+      requestNo: f.requestNo,
+      type: f.type,
+      status: f.status,
+      blameStatus: f.blameStatus,
+      workflow: f.workflow,
+      skipInitialFormStep: f.skipInitialFormStep,
+      createdAt: f.createdAt,
+    }));
+  }
 }

src/sand-hub/sand-hub.module.ts

@@ -5,6 +5,7 @@ import { createHttpModuleOptions } from "src/core/config/http-proxy.factory";
 import { MongooseModule } from "@nestjs/mongoose";
 import { ClientModule } from "src/client/client.module";
 import { SystemSettingsModule } from "src/system-settings/system-settings.module";
+import { PlateNormalizerModule } from "src/utils/plate-normalizer/plate-normalizer.module";
 import { SandHubDbService } from "src/sand-hub/entity/db-service/sand-hub.db.service";
 import { SandHubModel, SandHubSchema } from "./entity/schema/sand-hub.schema";
 import { SandHubService } from "./sand-hub.service";
@@ -17,6 +18,7 @@ import { SandHubService } from "./sand-hub.service";
       useFactory: createHttpModuleOptions,
     }),
     SystemSettingsModule,
+    PlateNormalizerModule,
     ClientModule,
     MongooseModule.forFeature([
       { name: SandHubModel.name, schema: SandHubSchema },

src/sand-hub/sand-hub.service.spec.ts

@@ -9,6 +9,9 @@ describe("SandHubService inquiry mocks", () => {
     isInquiryLive: jest.fn(),
     getMockCompanyContext: jest.fn(),
   };
+  const plateNormalizer = {
+    normalizePlateText: (text: string) => text,
+  };
 
   let service: SandHubService;
 
@@ -30,6 +33,7 @@ describe("SandHubService inquiry mocks", () => {
       httpService as any,
       sandHubDbService as any,
       externalInquirySettings as unknown as ExternalInquirySettingsService,
+      plateNormalizer as any,
     );
     externalInquirySettings.isInquiryLive.mockResolvedValue(false);
     externalInquirySettings.getMockCompanyContext.mockResolvedValue({

src/sand-hub/sand-hub.service.ts

@@ -12,6 +12,7 @@ import {
 import { SandHubDbService } from "src/sand-hub/entity/db-service/sand-hub.db.service";
 import { SandHubModel } from "src/sand-hub/entity/schema/sand-hub.schema";
 import { ExternalInquirySettingsService } from "src/client/external-inquiry-settings.service";
+import { PlateNormalizerService } from "src/utils/plate-normalizer/plate-normalizer.service";
 import type { ExternalInquiryType } from "src/common/types/external-inquiry.types";
 import type { MockInquiryCompanyContext } from "src/common/types/external-inquiry.types";
 import { SandHubDetailDto, SandHubInquiryOptions } from "./dto/sand-hub.dto";
@@ -39,6 +40,7 @@ export class SandHubService {
     private readonly httpService: HttpService,
     private readonly sandHubDbService: SandHubDbService,
     private readonly externalInquirySettings: ExternalInquirySettingsService,
+    private readonly plateNormalizer: PlateNormalizerService,
   ) {}
 
   private clientRefFrom(options?: SandHubInquiryOptions): string | undefined {
@@ -162,8 +164,8 @@ export class SandHubService {
       nationalCodeOfInsurer: nationalCode,
       plate: {
         leftDigits: Number(payload.part1 ?? payload.leftTwoDigits ?? 16),
-        centerAlphabet: String(
+        centerAlphabet: this.plateNormalizer.normalizePlateText(
-          payload.part2 ?? payload.serialLetter ?? "12",
+          String(payload.part2 ?? payload.serialLetter ?? "12"),
         ),
         centerDigits: Number(payload.part3 ?? payload.threeDigits ?? 498),
         ir: Number(payload.part4 ?? payload.rightTwoDigits ?? 60),

src/sms-orchestration/sms-orchestration.service.ts

@@ -37,20 +37,25 @@ export class SmsOrchestrationService implements OnModuleInit {
     );
   }
 
-  buildInviteLink(frontendRoute: string, requestId: string): string {
+  buildInviteLink(
-    return `${process.env.URL}/${process.env.USER_BASE_PATH}/${frontendRoute}?token=${requestId}`;
+    frontendRoute: string,
+    requestId: string,
+    versionPrefix: string,
+  ): string {
+    return `${process.env.URL}/${versionPrefix}/${frontendRoute}?token=${requestId}`;
   }
 
   buildBlamePartyLink(
     requestId: string,
     partyRole: "FIRST" | "SECOND",
+    versionPrefix: string,
   ): string {
     const route = partyRole === "SECOND" ? "user2" : "user";
-    return `${process.env.URL}/${process.env.USER_BASE_PATH}/${route}?token=${requestId}`;
+    return `${process.env.URL}/${versionPrefix}/${route}?token=${requestId}`;
   }
 
-  buildClaimLink(claimRequestId: string): string {
+  buildClaimLink(claimRequestId: string, versionPrefix: string): string {
-    return `${process.env.URL}/${process.env.USER_BASE_PATH}/caseClaim?token=${claimRequestId}`;
+    return `${process.env.URL}/${versionPrefix}/caseClaim?token=${claimRequestId}`;
   }
 
   async sendInviteLink(

src/super-admin/dto/super-admin.dto.ts

@@ -74,3 +74,37 @@ export class CreateRegistrarAdminDto {
   @IsNotEmpty()
   clientId: string;
 }
+
+export class CreateCallCenterAgentDto {
+  @ApiProperty({ example: "agent@insurer.ir" })
+  @IsEmail()
+  email: string;
+
+  @ApiProperty({ example: "CallCenter@724" })
+  @IsString()
+  @IsNotEmpty()
+  password: string;
+
+  @ApiProperty({ example: "Sara" })
+  @IsString()
+  @IsNotEmpty()
+  firstName: string;
+
+  @ApiProperty({ example: "Hosseini" })
+  @IsString()
+  @IsNotEmpty()
+  lastName: string;
+
+  @ApiProperty({
+    example: "664a1b2c3d4e5f6789012345",
+    description: "Mongo ObjectId of the insurer client this agent belongs to.",
+  })
+  @IsString()
+  @IsNotEmpty()
+  clientId: string;
+
+  @ApiPropertyOptional({ example: "09121234567" })
+  @IsOptional()
+  @IsString()
+  mobile?: string;
+}

src/super-admin/super-admin.controller.ts

@@ -26,6 +26,7 @@ import {
   CreateSuperAdminDto,
   CreateFieldExpertAdminDto,
   CreateRegistrarAdminDto,
+  CreateCallCenterAgentDto,
 } from "./dto/super-admin.dto";
 import { ClientDto } from "src/client/dto/create-client.dto";
 import {
@@ -151,6 +152,13 @@ export class SuperAdminController {
     return this.superAdminService.createRegistrar(body);
   }
 
+  @Post("create-call-center-agent")
+  @ApiOperation({ summary: "Create a call-center agent for a given client" })
+  @ApiBody({ type: CreateCallCenterAgentDto })
+  createCallCenterAgent(@Body() body: CreateCallCenterAgentDto) {
+    return this.superAdminService.createCallCenterAgent(body);
+  }
+
   // ── System settings ──────────────────────────────────────────────────────
 
   @Get("system-settings")

src/super-admin/super-admin.service.ts

@@ -19,10 +19,12 @@ import {
   CreateSuperAdminDto,
   CreateFieldExpertAdminDto,
   CreateRegistrarAdminDto,
+  CreateCallCenterAgentDto,
 } from "./dto/super-admin.dto";
 import { RoleEnum } from "src/Types&Enums/role.enum";
 import { FieldExpertDbService } from "src/users/entities/db-service/field-expert.db.service";
 import { RegistrarDbService } from "src/users/entities/db-service/registrar.db.service";
+import { CallCenterAgentDbService } from "src/users/entities/db-service/call-center-agent.db.service";
 
 @Injectable()
 export class SuperAdminService {
@@ -33,6 +35,7 @@ export class SuperAdminService {
     private readonly actorAuthService: ActorAuthService,
     private readonly fieldExpertDbService: FieldExpertDbService,
     private readonly registrarDbService: RegistrarDbService,
+    private readonly callCenterAgentDbService: CallCenterAgentDbService,
   ) {}
 
   /** List all super-admin accounts (sans password). */
@@ -99,4 +102,28 @@ export class SuperAdminService {
   async createRegistrar(body: CreateRegistrarAdminDto) {
     return this.actorAuthService.createRegistrarMock(body);
   }
+
+  async createCallCenterAgent(body: CreateCallCenterAgentDto) {
+    const email = body.email.toLowerCase().trim();
+    const existing = await this.callCenterAgentDbService.findOne({ email });
+    if (existing) {
+      throw new ConflictException(
+        "A call-center agent with this email already exists.",
+      );
+    }
+    const password = await this.hashService.hash(body.password);
+    const created = await this.callCenterAgentDbService.create({
+      email,
+      password,
+      firstName: body.firstName,
+      lastName: body.lastName,
+      clientKey: new Types.ObjectId(body.clientId),
+      mobile: body.mobile,
+      role: RoleEnum.CALL_CENTER,
+    });
+    const { password: _pw, ...rest } = (created as any).toObject
+      ? (created as any).toObject()
+      : (created as any);
+    return rest;
+  }
 }

src/users/entities/db-service/call-center-agent.db.service.ts

@@ -0,0 +1,50 @@
+import { Injectable } from "@nestjs/common";
+import { InjectModel } from "@nestjs/mongoose";
+import { FilterQuery, Model, Types } from "mongoose";
+import { CallCenterAgentModel } from "../schema/call-center-agent.schema";
+
+@Injectable()
+export class CallCenterAgentDbService {
+  constructor(
+    @InjectModel(CallCenterAgentModel.name)
+    private readonly model: Model<CallCenterAgentModel>,
+  ) {}
+
+  async create(
+    data: Partial<CallCenterAgentModel> & { password: string },
+  ): Promise<CallCenterAgentModel> {
+    return this.model.create(data);
+  }
+
+  async findOne(
+    filter: FilterQuery<CallCenterAgentModel>,
+  ): Promise<CallCenterAgentModel | null> {
+    return this.model.findOne(filter);
+  }
+
+  async findById(id: string): Promise<CallCenterAgentModel | null> {
+    return this.model.findOne({ _id: new Types.ObjectId(id) });
+  }
+
+  async findByLoginIdentifier(
+    identifier: string,
+  ): Promise<CallCenterAgentModel | null> {
+    const id = identifier.trim();
+    const or: FilterQuery<CallCenterAgentModel>[] = [
+      { email: id },
+      { username: id },
+    ];
+    if (/^\d{10}$/.test(id)) {
+      or.push({ nationalCode: id });
+    }
+    return this.model.findOne({ $or: or });
+  }
+
+  async findAll(
+    filter: FilterQuery<CallCenterAgentModel>,
+  ): Promise<(CallCenterAgentModel & { _id: Types.ObjectId })[]> {
+    return this.model.find(filter).lean() as Promise<
+      (CallCenterAgentModel & { _id: Types.ObjectId })[]
+    >;
+  }
+}

src/users/entities/schema/call-center-agent.schema.ts

@@ -0,0 +1,61 @@
+import { Prop, Schema, SchemaFactory } from "@nestjs/mongoose";
+import { Types } from "mongoose";
+import { RoleEnum } from "src/Types&Enums/role.enum";
+
+/**
+ * Call-center agent actor.  Works under an insurance company (clientKey) and
+ * can start V6 LINK blame files on behalf of callers.
+ */
+@Schema({
+  collection: "call-center-agents",
+  versionKey: false,
+  timestamps: true,
+})
+export class CallCenterAgentModel {
+  _id?: Types.ObjectId;
+
+  @Prop({ required: true })
+  firstName: string;
+
+  @Prop({ required: true })
+  lastName: string;
+
+  @Prop({ type: String, unique: true, sparse: true, required: false })
+  email?: string;
+
+  @Prop({ type: String })
+  username?: string;
+
+  @Prop({ type: String, index: true, sparse: true })
+  nationalCode?: string;
+
+  @Prop({ type: Types.ObjectId, index: true })
+  clientKey?: Types.ObjectId;
+
+  @Prop({ required: true })
+  password: string;
+
+  @Prop({ required: false })
+  mobile?: string;
+
+  @Prop({ required: false })
+  phone?: string;
+
+  @Prop({ default: RoleEnum.CALL_CENTER })
+  role: RoleEnum;
+
+  @Prop({ type: "string", default: "" })
+  otp: string;
+
+  createdAt: Date;
+}
+
+export const CallCenterAgentDbSchema =
+  SchemaFactory.createForClass(CallCenterAgentModel);
+
+CallCenterAgentDbSchema.pre("save", function (next) {
+  if (!this.username) {
+    this.username = (this as any).email || (this as any).nationalCode;
+  }
+  next();
+});

src/users/users.module.ts

@@ -11,6 +11,7 @@ import { UserDbService } from "./entities/db-service/user.db.service";
 import { ExpertFileActivityDbService } from "./entities/db-service/expert-file-activity.db.service";
 import { FileMakerDbService } from "./entities/db-service/file-maker.db.service";
 import { FileReviewerDbService } from "./entities/db-service/file-reviewer.db.service";
+import { CallCenterAgentDbService } from "./entities/db-service/call-center-agent.db.service";
 import {
   DamageExpertDbSchema,
   DamageExpertModel,
@@ -41,6 +42,10 @@ import {
   FileReviewerDbSchema,
   FileReviewerModel,
 } from "./entities/schema/file-reviewer.schema";
+import {
+  CallCenterAgentDbSchema,
+  CallCenterAgentModel,
+} from "./entities/schema/call-center-agent.schema";
 
 @Module({
   imports: [
@@ -54,6 +59,7 @@ import {
       { name: ExpertFileActivity.name, schema: ExpertFileActivitySchema },
       { name: FileMakerModel.name, schema: FileMakerDbSchema },
       { name: FileReviewerModel.name, schema: FileReviewerDbSchema },
+      { name: CallCenterAgentModel.name, schema: CallCenterAgentDbSchema },
     ]),
     HashModule,
   ],
@@ -68,6 +74,7 @@ import {
     ExpertFileActivityDbService,
     FileMakerDbService,
     FileReviewerDbService,
+    CallCenterAgentDbService,
   ],
   exports: [
     UserDbService,
@@ -79,6 +86,7 @@ import {
     ExpertFileActivityDbService,
     FileMakerDbService,
     FileReviewerDbService,
+    CallCenterAgentDbService,
   ],
 })
 export class UsersModule {}

src/utils/plate-normalizer/plate-normalizer.module.ts

@@ -0,0 +1,8 @@
+import { Module } from "@nestjs/common";
+import { PlateNormalizerService } from "./plate-normalizer.service";
+
+@Module({
+  providers: [PlateNormalizerService],
+  exports: [PlateNormalizerService],
+})
+export class PlateNormalizerModule {}

src/utils/plate-normalizer/plate-normalizer.service.ts

@@ -0,0 +1,79 @@
+import { Injectable, Logger } from "@nestjs/common";
+
+/**
+ * Characters stripped from plate text during normalization.
+ * These invisible Unicode code-points can sneak in via copy-paste
+ * or OCR and break exact-match lookups against the plate letter map.
+ */
+const INVISIBLE_CHARS = [
+  "\u200C", // Zero-Width Non-Joiner
+  "\u200D", // Zero-Width Joiner
+  "\u200E", // Left-to-Right Mark
+  "\u200F", // Right-to-Left Mark
+  "\uFEFF", // BOM / Zero-Width No-Break Space
+];
+
+const INVISIBLE_RE = new RegExp(`[${INVISIBLE_CHARS.join("")}]`, "g");
+
+/**
+ * Normalize a Persian license-plate character (or short text) so that
+ * visually-identical Unicode variants collapse to the canonical form
+ * used in the plate letter mapping.
+ *
+ * Steps (in order):
+ * 1. NFKC normalization  — folds compatibility equivalents
+ * 2. Strip invisible Unicode characters (ZWJ, ZWNJ, LTR/RTL marks, BOM)
+ * 3. Convert Arabic ي (U+064A) → Persian ی (U+06CC)
+ * 4. Trim leading/trailing whitespace
+ */
+export function normalizePlateText(text: string): string {
+  if (!text) return text;
+
+  let result = String(text);
+
+  // 1. Unicode NFKC normalization
+  result = result.normalize("NFKC");
+
+  // 2. Remove invisible characters
+  result = result.replace(INVISIBLE_RE, "");
+
+  // 3. Arabic ي → Persian ی
+  result = result.replace(/\u064A/g, "\u06CC");
+
+  // 4. Trim whitespace
+  result = result.trim();
+
+  return result;
+}
+
+@Injectable()
+export class PlateNormalizerService {
+  private readonly logger = new Logger(PlateNormalizerService.name);
+
+  /** @see module-level {@link normalizePlateText} */
+  normalizePlateText(text: string): string {
+    return normalizePlateText(text);
+  }
+
+  /**
+   * Normalize a plate letter and, if it doesn't resolve in the given
+   * mapping, log the raw Unicode code-points for debugging.
+   *
+   * @returns the numeric code from `mapping`, or `null` when the letter
+   *          is unknown after normalization.
+   */
+  resolvePlateLetterCode(
+    letter: string,
+    mapping: Record<string, number>,
+  ): number | null {
+    const normalized = this.normalizePlateText(letter);
+
+    const code = mapping[normalized];
+    if (code !== undefined) return code;
+
+    this.logger.debug(
+      `Unknown plate letter: ${normalized} [${Array.from(normalized).map((c) => `U+${c.charCodeAt(0).toString(16).toUpperCase().padStart(4, "0")}`).join(", ")}]`,
+    );
+    return null;
+  }
+}

src/utils/plate-normalizer/plate-normalizer.spec.ts

@@ -0,0 +1,131 @@
+import { PlateNormalizerService, normalizePlateText } from "./plate-normalizer.service";
+
+describe("normalizePlateText (pure function)", () => {
+  it("returns unchanged text for a clean plate letter", () => {
+    expect(normalizePlateText("ه")).toBe("ه");
+    expect(normalizePlateText("الف")).toBe("الف");
+  });
+
+  it("strips Zero-Width Joiner (U+200D)", () => {
+    // ه + ZWJ  — the exact scenario from the issue
+    const input = "ه\u200D";
+    expect(normalizePlateText(input)).toBe("ه");
+  });
+
+  it("strips Zero-Width Non-Joiner (U+200C)", () => {
+    expect(normalizePlateText("ه\u200C")).toBe("ه");
+  });
+
+  it("strips Left-to-Right Mark (U+200E)", () => {
+    expect(normalizePlateText("ه\u200E")).toBe("ه");
+  });
+
+  it("strips Right-to-Left Mark (U+200F)", () => {
+    expect(normalizePlateText("ه\u200F")).toBe("ه");
+  });
+
+  it("strips BOM (U+FEFF)", () => {
+    expect(normalizePlateText("\uFEFFه")).toBe("ه");
+  });
+
+  it("converts Arabic ي (U+064A) to Persian ی (U+06CC)", () => {
+    expect(normalizePlateText("\u064A")).toBe("\u06CC");
+  });
+
+  it("does not alter already-Persian ی (U+06CC)", () => {
+    expect(normalizePlateText("\u06CC")).toBe("\u06CC");
+  });
+
+  it("handles a full plate string: 339ه\u200D77 → 339ه77", () => {
+    expect(normalizePlateText("339ه\u200D77")).toBe("339ه77");
+  });
+
+  it("handles multiple invisible chars interleaved", () => {
+    const input = "\u200F339\u200Cه\u200D\uFEFF77\u200E";
+    expect(normalizePlateText(input)).toBe("339ه77");
+  });
+
+  it("trims whitespace", () => {
+    expect(normalizePlateText("  ه  ")).toBe("ه");
+  });
+
+  it("applies NFKC normalization", () => {
+    // Full-width digit ３ (U+FF13) → ASCII 3
+    expect(normalizePlateText("３")).toBe("3");
+  });
+
+  it("returns empty string for empty input", () => {
+    expect(normalizePlateText("")).toBe("");
+  });
+});
+
+describe("PlateNormalizerService", () => {
+  let service: PlateNormalizerService;
+
+  beforeEach(() => {
+    service = new PlateNormalizerService();
+  });
+
+  describe("normalizePlateText", () => {
+    it("delegates to the pure function", () => {
+      expect(service.normalizePlateText("ه\u200D")).toBe("ه");
+    });
+  });
+
+  describe("resolvePlateLetterCode", () => {
+    const PLATE_LETTER_MAP: Record<string, number> = {
+      "\u0627\u0644\u0641": 1, // الف
+      "\u0628": 2,
+      "\u067E": 3,
+      "\u062C": 4,
+      "\u062F": 5,
+      "\u0633": 6,
+      "\u0635": 7,
+      "\u0637": 8,
+      "\u0639": 9,
+      "\u0642": 10,
+      "\u0644": 11,
+      "\u0645": 12,
+      "\u0646": 13,
+      "\u0648": 14,
+      "\u0647": 15, // ه
+      "\u06CC": 16, // ی
+      "\u06A9": 17,
+      "\u0698": 18,
+      "\u062A": 19,
+      "\u062B": 20,
+      "\u0632": 21,
+      "\u0634": 22,
+      "\u0641": 23,
+      "\u06AF": 24,
+    };
+
+    it("returns 15 for clean ه", () => {
+      expect(service.resolvePlateLetterCode("ه", PLATE_LETTER_MAP)).toBe(15);
+    });
+
+    it("returns 15 for ه + ZWJ (the bug scenario)", () => {
+      expect(service.resolvePlateLetterCode("ه\u200D", PLATE_LETTER_MAP)).toBe(
+        15,
+      );
+    });
+
+    it("returns 16 for Arabic ي (mapped to Persian ی)", () => {
+      expect(
+        service.resolvePlateLetterCode("\u064A", PLATE_LETTER_MAP),
+      ).toBe(16);
+    });
+
+    it("returns null for an unknown letter and logs it", () => {
+      const spy = jest.spyOn(
+        (service as any).logger,
+        "debug",
+      );
+      expect(service.resolvePlateLetterCode("؟", PLATE_LETTER_MAP)).toBeNull();
+      expect(spy).toHaveBeenCalledWith(
+        expect.stringContaining("Unknown plate letter"),
+      );
+      spy.mockRestore();
+    });
+  });
+});