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🏠 Il-Moduli kollha / crm_office / Il-Karta tal-Ħruġ
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Il-Karta tal-Ħruġ

tickets crm_office 🛡️ RLS Protected

Il-klijent għandu jkollu l-għan li jippromwovi l-iżvilupp ta' servizzi ta' appoġġ lill-klijenti, li jkun jista' jkun hemm bżonn ta' informazzjoni u informazzjoni biex ikun żgurat li l-klijent jista' jkun jista' jipparteċipa f'attivitajiet ta' appoġġ lill-klijenti.

Fachliche Bestimmung: Jikkanalizza l-applikazzjonijiet tal-klijenti, it-twissijiet ta' ħsara u l-ordnijiet tas-servizz. Il-biljetti jistgħu jinħolqu direttament mill-portal tal-klijenti, permezz ta' e-mail jew manwalment.
⚡ Flussi ta' xogħol u ċikli ta' ħajja (6) 🗄️ Modelli tad-dejta & Felder (5) 🔌 Punti ta' Bidu (UI & API) (27) 🛡️ Regolatorji u konformità

⚡ Flussi ta' xogħol u ċikli ta' ħajja

dokument tal-kunsinna - ipproċessar sħiħ cascade:business.delivery_note.intake

L-użu tal-enerġija

1. stock
In-numru ta' dħul
l-inventarju
Aktionen: post_goods_receipt
2. tour
It-tors / it-trasport ulterjuri
Logistika
Aktionen: create_tour
3. task
Iċċekkjar / tqabbil tad-dħul tal-merkanzija
l-impjiegi
Aktionen: create_task
4. qc
L-ispezzjoni tal-kwalità f'każ ta' suspett ta' difetti
l-inventarju
Aktionen: kwalità.check.create
5. ticket
Il-klijent għandu jkollu l-ebda kunsiderazzjoni.
biljetti
Aktionen: create_ticket

manutenzjoni / Tnaqqis cascade:business.maintenance.cycle

L-użu tal-enerġija

1. fieldservice
L-użu ta' servizz ta' barra / irrapportar
servizz fil-qasam
Aktionen: create_service_report
2. followup
Pjanijiet ta' manutenzjoni
Aktiva
Aktionen: l-is-sistema ta' manutenzjoni
3. ticket
Il-klijent għandu jkollu l-ebda kunsiderazzjoni tal-klijent.
biljetti
Aktionen: create_ticket

L-ipproċessar tar-ritorn cascade:business.return_note.handling

L-użu tal-enerġija

1. ticket
Il-kwalifika tal-kwalifika
biljetti
Aktionen: create_ticket
2. tour
Ippjanaw it-torn tal-ġbir
Logistika
Aktionen: create_tour
3. task
Għadd ta' xogħol
l-impjiegi
Aktionen: create_task

Servizz estern → Kontabilità cascade:business.work_report.billing

L-użu tal-enerġija

1. fieldservice
Implimentazzjoni tal-Artikolu 3 (2) (b)
servizz fil-qasam
Aktionen: create_service_report
2. task
It-trażmissjoni tal-kontijiet
l-impjiegi
Aktionen: create_task
3. ticket
Il-klijent għandu jkollu l-ebda kunsiderazzjoni tal-klijent.
biljetti
Aktionen: create_ticket

Il-klijent għandu l-istess cascade_target:business.ticket.create

L-użu tal-enerġija

1. cascade
Il-klijent għandu l-istess

Il-kart status:ticket

L-użu tal-apparat tal-istatus osservattiv (observable_only) ma jkunx obbligat.

1. new
il-ġodda
Statut <unk>new<unk> tal-karnet tal-magna tal-istat.
2. open
miftuħa
Statut tal-biljett tal-magna tal-istat.
3. in_progress
in_progress
Statut tal-karnetta tal-magna tal-istat.
4. pending_customer
pending_customer
Status «pending_customer» der Zustandsmaschine Ticket.
5. pending_vendor
pending_vendor
Statut tal-makkinarju tal-kambju
6. resolved
soluti
Statut <unk>resolut<unk> tal-klijent tal-magna tal-istat.
7. closed
magħluqa
Statut tal-klijent tal-magna tal-istat.
8. cancelled
ikkanċellati
Statut tal-klijent tal-magna tal-istat

🗄️ Modelli tad-dejta & Felder

TicketMessages ticket_messages RLS Aktiv
16 Il-kamps / il-kolla

Tabelle ticket_messages

Feldname Tip ta' data Obbligu Schlüssel L-importanza professjonali
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 Il-kamps / il-kolla

Tabelle ticket_sla_policies

Feldname Tip ta' data Obbligu Schlüssel L-importanza professjonali
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 Il-kamps / il-kolla

Tabelle ticket_teams

Feldname Tip ta' data Obbligu Schlüssel L-importanza professjonali
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 Il-kamps / il-kolla

Tabelle ticket_time_logs

Feldname Tip ta' data Obbligu Schlüssel L-importanza professjonali
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 Il-kamps / il-kolla

Tabelle tickets

Feldname Tip ta' data Obbligu Schlüssel L-importanza professjonali
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

🔌 Punti ta' Bidu (UI & API)

Art Il-metodu Punti ta ' tmiem / pjaċċ Titel & Zweck L-eżenzjoni
⚡ 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

🛡️ Regolatorji u konformità

Dieses Modul unterliegt folgenden gesetzlichen, regulatorischen und Revisionsstandards:

  • Operazzjoni tas-servizz ITIL
  • SLA Sistemi ta' kontroll tal-iskadenza
Moduli marbuta:
➔ customers ➔ portal ➔ workorders