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🏠 Tutti i moduli / crm_office / Billeti e servizio di assistenza
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Billeti e servizio di assistenza

tickets crm_office 🛡️ RLS Protected

Billeti di assistenza al cliente, livelli di scalazione SLA, routing dei biglietti e collegamento con gli ordini e il portale del cliente.

Fachliche Bestimmung: Canalizza le richieste dei clienti, le notifiche di disturbi e gli ordini di servizio. I biglietti possono essere creati direttamente dal portale dei clienti, per e-mail o manualmente. Supporta notizie interne di squadra (che restano invisibili per i clienti), registrazione temporale e scalazione secondo gli accordi di livello di servizio definiti (SLA).
⚡ Flussi di lavoro e cicli di vita (6) 🗄️ Modelli di dati (5) 🔌 Punto di partenza (UI & API) (27) 🛡️ Regolamentazione e conformità

⚡ Flussi di lavoro e cicli di vita

- trasformazione completa cascade:business.delivery_note.intake

Cascade (review_gated).

1. stock
Inserimento di merci in magazzino
Inventario
Aktionen: post_goods_receipt
2. tour
Planare il tour / il trasporto successivo
L'esercizio
Aktionen: create_tour
3. task
Controllare / confrontare l'entrata delle merci
compiti
Aktionen: create_task
4. qc
Controllo della qualità in caso di sospetto di difetto
Inventario
Aktionen: Qualità. controllo. creazione
5. ticket
Tickets per i reclami in caso di difetti
biglietti
Aktionen: create_ticket

manutenzione / Riparazione cascade:business.maintenance.cycle

Cascade (review_gated).

1. fieldservice
Importo di servizi esteri
Servizio di campo
Aktionen: create_service_report
2. followup
Pianificazione della manutenzione
attività
Aktionen: manutenzione.orario
3. ticket
Billett per difetti/disordini
biglietti
Aktionen: create_ticket

Trattamento dei resi cascade:business.return_note.handling

Cascade (review_gated).

1. ticket
Impostazione di biglietti di reclamo
biglietti
Aktionen: create_ticket
2. tour
Programmazione di un tour di raccolta
L'esercizio
Aktionen: create_tour
3. task
Riforma delle restituzioni
compiti
Aktionen: create_task

Servizi esteri → fatturato cascade:business.work_report.billing

Cascade (review_gated).

1. fieldservice
Importo di servizio esterno / rapporto di servizio
Servizio di campo
Aktionen: create_service_report
2. task
Trascorso delle spese
compiti
Aktionen: create_task
3. ticket
Billett per difetti/disordini
biglietti
Aktionen: create_ticket

Il biglietto / il passaggio cascade_target:business.ticket.create

Cascade (review_gated).

1. cascade
Il biglietto / il passaggio

Billettino status:ticket

La macchina in stato di osservazione (solo osservabile) non è obbligatoria.

1. new
di cui al capitolo
Statuto della macchina di stato.
2. open
aperto
Statuto della macchina di stato
3. in_progress
in_progress
Statuto <unk>in_progress<unk> del biglietto della macchina di stato.
4. pending_customer
pending_customer
Statuto del biglietto della macchina in attesa.
5. pending_vendor
pending_vendor
Statuto del biglietto di macchina in attesa.
6. resolved
Risolto
Statuto del biglietto di macchina di stato
7. closed
chiuso
Statuto della macchina di stato
8. cancelled
Cancellato
Statuto del biglietto della macchina di stato annullato.

🗄️ Modelli di dati

TicketMessages ticket_messages RLS Aktiv
16 Feltri / colonne

Tabelle ticket_messages

Feldname Tipo di dati Dati Schlüssel Importanza professionale
ticket_id UUID Ja * FK ➔ tickets.id Feld ticket_id
author_user_id UUID Nein FK ➔ users.id Feld author_user_id
author_name VARCHAR(255) Ja * - Feld author_name
author_email VARCHAR(255) Nein - Feld author_email
is_internal BOOLEAN Ja * - Feld is_internal
body TEXT Ja * - Feld body
attachments JSONB Nein - Feld attachments
id UUID Nein PK Feld id
tenant_id UUID Ja * FK ➔ organizations.id Feld tenant_id
created_at DATETIME Ja * - Feld created_at
updated_at DATETIME Ja * - Feld updated_at
created_by UUID Nein - Feld created_by
updated_by UUID Nein - Feld updated_by
source_type VARCHAR(32) Nein - Feld source_type
source_id UUID Nein - Feld source_id
metadata JSONB Ja * - Feld metadata
TicketSlaPolicies ticket_sla_policies RLS Aktiv
16 Feltri / colonne

Tabelle ticket_sla_policies

Feldname Tipo di dati Dati Schlüssel Importanza professionale
name VARCHAR(128) Ja * - Feld name
description TEXT Nein - Feld description
team_id UUID Nein FK ➔ ticket_teams.id Feld team_id
priority VARCHAR(16) Nein - Feld priority
target_response_hours NUMERIC(6, 2) Ja * - Feld target_response_hours
target_resolution_hours NUMERIC(6, 2) Ja * - Feld target_resolution_hours
is_active BOOLEAN Ja * - Feld is_active
id UUID Nein PK Feld id
tenant_id UUID Ja * FK ➔ organizations.id Feld tenant_id
created_at DATETIME Ja * - Feld created_at
updated_at DATETIME Ja * - Feld updated_at
created_by UUID Nein - Feld created_by
updated_by UUID Nein - Feld updated_by
source_type VARCHAR(32) Nein - Feld source_type
source_id UUID Nein - Feld source_id
metadata JSONB Ja * - Feld metadata
TicketTeams ticket_teams RLS Aktiv
17 Feltri / colonne

Tabelle ticket_teams

Feldname Tipo di dati Dati Schlüssel Importanza professionale
name VARCHAR(128) Ja * - Feld name
code VARCHAR(32) Ja * - Feld code
description TEXT Nein - Feld description
email_alias VARCHAR(128) Nein - Feld email_alias
assignment_method VARCHAR(32) Ja * - Feld assignment_method
lead_user_id UUID Nein FK ➔ users.id Feld lead_user_id
is_active BOOLEAN Ja * - Feld is_active
color VARCHAR(16) Ja * - Feld color
id UUID Nein PK Feld id
tenant_id UUID Ja * FK ➔ organizations.id Feld tenant_id
created_at DATETIME Ja * - Feld created_at
updated_at DATETIME Ja * - Feld updated_at
created_by UUID Nein - Feld created_by
updated_by UUID Nein - Feld updated_by
source_type VARCHAR(32) Nein - Feld source_type
source_id UUID Nein - Feld source_id
metadata JSONB Ja * - Feld metadata
TicketTimeLogs ticket_time_logs RLS Aktiv
15 Feltri / colonne

Tabelle ticket_time_logs

Feldname Tipo di dati Dati Schlüssel Importanza professionale
ticket_id UUID Ja * FK ➔ tickets.id Feld ticket_id
user_id UUID Nein FK ➔ users.id Feld user_id
work_date DATE Ja * - Feld work_date
hours NUMERIC(6, 2) Ja * - Feld hours
is_billable BOOLEAN Ja * - Feld is_billable
description TEXT Nein - Feld description
id UUID Nein PK Feld id
tenant_id UUID Ja * FK ➔ organizations.id Feld tenant_id
created_at DATETIME Ja * - Feld created_at
updated_at DATETIME Ja * - Feld updated_at
created_by UUID Nein - Feld created_by
updated_by UUID Nein - Feld updated_by
source_type VARCHAR(32) Nein - Feld source_type
source_id UUID Nein - Feld source_id
metadata JSONB Ja * - Feld metadata
Tickets tickets RLS Aktiv
49 Feltri / colonne

Tabelle tickets

Feldname Tipo di dati Dati Schlüssel Importanza professionale
ticket_number VARCHAR(32) Ja * - Feld ticket_number
title VARCHAR(255) Ja * - Feld title
description TEXT Nein - Feld description
status VARCHAR(48) Ja * - Feld status
priority VARCHAR(48) Ja * - Feld priority
category VARCHAR(48) Ja * - Feld category
channel VARCHAR(48) Ja * - Feld channel
team_id UUID Nein FK ➔ ticket_teams.id Feld team_id
assigned_user_id UUID Nein FK ➔ users.id Feld assigned_user_id
customer_id UUID Nein FK ➔ customers.id Feld customer_id
contact_name VARCHAR(255) Nein - Feld contact_name
contact_email VARCHAR(255) Nein - Feld contact_email
contact_phone VARCHAR(64) Nein - Feld contact_phone
project_id UUID Nein FK ➔ projects.id Feld project_id
work_order_id UUID Nein FK ➔ work_orders.id Feld work_order_id
contract_id UUID Nein FK ➔ contracts.id Feld contract_id
asset_id UUID Nein FK ➔ assets.id Feld asset_id
quote_id UUID Nein FK ➔ quotes.id Feld quote_id
invoice_id UUID Nein FK ➔ invoices.id Feld invoice_id
return_id UUID Nein FK ➔ return_orders.id Feld return_id
service_report_id UUID Nein FK ➔ service_reports.id Feld service_report_id
sla_policy_id UUID Nein FK ➔ ticket_sla_policies.id Feld sla_policy_id
sla_status VARCHAR(48) Ja * - Feld sla_status
response_due_at DATETIME Nein - Feld response_due_at
first_responded_at DATETIME Nein - Feld first_responded_at
resolution_due_at DATETIME Nein - Feld resolution_due_at
resolved_at DATETIME Nein - Feld resolved_at
closed_at DATETIME Nein - Feld closed_at
is_billable BOOLEAN Ja * - Feld is_billable
hourly_rate NUMERIC(14, 2) Nein - Feld hourly_rate
currency VARCHAR(3) Ja * - Feld currency
planned_hours NUMERIC(8, 2) Nein - Feld planned_hours
logged_hours NUMERIC(8, 2) Ja * - Feld logged_hours
csat_rating INTEGER Nein - Feld csat_rating
csat_comment TEXT Nein - Feld csat_comment
csat_submitted_at DATETIME Nein - Feld csat_submitted_at
resolution_summary TEXT Nein - Feld resolution_summary
tags JSONB Nein - Feld tags
custom_fields JSONB Nein - Feld custom_fields
id UUID Nein PK Feld id
tenant_id UUID Ja * FK ➔ organizations.id Feld tenant_id
created_at DATETIME Ja * - Feld created_at
updated_at DATETIME Ja * - Feld updated_at
created_by UUID Nein - Feld created_by
updated_by UUID Nein - Feld updated_by
source_type VARCHAR(32) Nein - Feld source_type
source_id UUID Nein - Feld source_id
metadata JSONB Ja * - Feld metadata
deleted_at DATETIME Nein - Feld deleted_at

🔌 Punto di partenza (UI & API)

Art Metodo Punto finale / percorso Titel & Zweck Il diritto
⚡ REST API GET /api/v1/tickets
list_tickets
Semantic binding: not_evaluated; mutation=False
 tickets
⚡ REST API GET /api/v1/tickets/sla-policies
list_sla_policies
Semantic binding: not_evaluated; mutation=False
 tickets
⚡ REST API GET /api/v1/tickets/stats
get_ticket_stats
Semantic binding: not_evaluated; mutation=False
 tickets
⚡ REST API GET /api/v1/tickets/teams
list_teams
Semantic binding: not_evaluated; mutation=False
 tickets
⚡ REST API GET /api/v1/tickets/{ticket_id}
get_ticket
Semantic binding: not_evaluated; mutation=False
 tickets
⚡ REST API GET /api/v1/tickets/{ticket_id}/messages
list_ticket_messages
Semantic binding: not_evaluated; mutation=False
 tickets
⚡ REST API GET /api/v1/tickets/{ticket_id}/timelogs
list_ticket_timelogs
Semantic binding: not_evaluated; mutation=False
 tickets
⚡ REST API GET /portal/{slug}/tickets
tickets_page
Semantic binding: not_evaluated; mutation=False
 tickets
⚡ REST API GET /portal/{slug}/tickets/{ticket_id}
ticket_detail
Semantic binding: not_evaluated; mutation=False
 tickets
⚡ REST API GET /tickets
tickets_page
Semantic binding: not_evaluated; mutation=False
 tickets
⚡ REST API GET /tickets/new
ticket_create_page
Semantic binding: not_evaluated; mutation=False
 tickets
⚡ REST API GET /tickets/{ticket_id}
ticket_detail_page
Semantic binding: not_evaluated; mutation=False
 tickets
⚡ REST API PATCH /api/v1/tickets/teams/{team_id}
update_team
Semantic binding: not_evaluated; mutation=True
 tickets
⚡ REST API POST /api/v1/tickets
create_ticket
Semantic binding: not_evaluated; mutation=True
 tickets
⚡ REST API POST /api/v1/tickets/sla-policies
create_sla_policy
Semantic binding: not_evaluated; mutation=True
 tickets
⚡ REST API POST /api/v1/tickets/teams
create_team
Semantic binding: not_evaluated; mutation=True
 tickets
⚡ REST API POST /api/v1/tickets/{ticket_id}/create-project
create_project_from_ticket
Semantic binding: not_evaluated; mutation=True
 tickets
⚡ REST API POST /api/v1/tickets/{ticket_id}/create-task
create_task_from_ticket
Semantic binding: not_evaluated; mutation=True
 tickets
⚡ REST API POST /api/v1/tickets/{ticket_id}/create-work-order
create_work_order_from_ticket
Semantic binding: not_evaluated; mutation=True
 tickets
⚡ REST API POST /api/v1/tickets/{ticket_id}/csat
submit_ticket_csat
Semantic binding: not_evaluated; mutation=True
 tickets
⚡ REST API POST /api/v1/tickets/{ticket_id}/messages
add_ticket_message
Semantic binding: not_evaluated; mutation=True
 tickets
⚡ REST API POST /api/v1/tickets/{ticket_id}/status
transition_ticket_status
Semantic binding: not_evaluated; mutation=True
 tickets
⚡ REST API POST /api/v1/tickets/{ticket_id}/timelogs
log_ticket_time
Semantic binding: not_evaluated; mutation=True
 tickets
⚡ REST API POST /portal/{slug}/tickets
ticket_create
Semantic binding: not_evaluated; mutation=True
 tickets
⚡ REST API POST /portal/{slug}/tickets/{ticket_id}/abschliessen
ticket_close
Semantic binding: not_evaluated; mutation=True
 tickets
⚡ REST API POST /portal/{slug}/tickets/{ticket_id}/antwort
ticket_reply
Semantic binding: not_evaluated; mutation=True
 tickets
⚡ REST API PUT /api/v1/tickets/{ticket_id}
update_ticket
Semantic binding: not_evaluated; mutation=True
 tickets

🛡️ Regolamentazione e conformità

Dieses Modul unterliegt folgenden gesetzlichen, regulatorischen und Revisionsstandards:

  • Operazione del servizio ITIL
  • SLA controllo dei tempi
Moduli collegati:
➔ customers ➔ portal ➔ workorders