Centurio Systemen en modules
๐Ÿ”
๐Ÿ›๏ธ Plattformarchitectuur
๐Ÿ‡ฉ๐Ÿ‡ช Deutsch ๐Ÿ‡ฌ๐Ÿ‡ง English ๐Ÿ‡ซ๐Ÿ‡ท Franรงais ๐Ÿ‡ช๐Ÿ‡ธ Espaรฑol ๐Ÿ‡ฎ๐Ÿ‡น Italiano ๐Ÿ‡ณ๐Ÿ‡ฑ Nederlands ๐Ÿ‡ต๐Ÿ‡ฑ Polski ๐Ÿ‡ต๐Ÿ‡น Portuguรชs ๐Ÿ‡จ๐Ÿ‡ฟ ฤŒeลกtina ๐Ÿ‡ธ๐Ÿ‡ฐ Slovenฤina ๐Ÿ‡ญ๐Ÿ‡บ Magyar ๐Ÿ‡ท๐Ÿ‡ด Romรขnฤƒ ๐Ÿ‡ง๐Ÿ‡ฌ ะ‘ัŠะปะณะฐั€ัะบะธ ๐Ÿ‡ฌ๐Ÿ‡ท ฮ•ฮปฮปฮทฮฝฮนฮบฮฌ ๐Ÿ‡ฉ๐Ÿ‡ฐ Dansk ๐Ÿ‡ซ๐Ÿ‡ฎ Suomi ๐Ÿ‡ธ๐Ÿ‡ช Svenska ๐Ÿ‡ฑ๐Ÿ‡น Lietuviลณ ๐Ÿ‡ฑ๐Ÿ‡ป Latvieลกu ๐Ÿ‡ช๐Ÿ‡ช Eesti ๐Ÿ‡ญ๐Ÿ‡ท Hrvatski ๐Ÿ‡ธ๐Ÿ‡ฎ Slovenลกฤina ๐Ÿ‡ฒ๐Ÿ‡น Malti ๐Ÿ‡ฎ๐Ÿ‡ช Gaeilge ๐Ÿ‡ท๐Ÿ‡บ ะ ัƒััะบะธะน ๐Ÿ‡บ๐Ÿ‡ฆ ะฃะบั€ะฐั—ะฝััŒะบะฐ ๐Ÿ‡น๐Ÿ‡ท Tรผrkรงe ๐Ÿ‡ณ๐Ÿ‡ด Norsk bokmรฅl ๐Ÿ‡ท๐Ÿ‡ธ ะกั€ะฟัะบะธ ๐Ÿ‡ฎ๐Ÿ‡ธ รslenska ๐Ÿ‡จ๐Ÿ‡ญ Schwiiz/Suisse
๐Ÿ”‘ Login
๐Ÿ  Alle modules / crm_office / Tickets & Helpdesk
๐ŸŽง

Tickets & Helpdesk

tickets crm_office ๐Ÿ›ก๏ธ RLS Protected

Klantenondersteuningstickets, SLA-schaalingsfases, ticketrouting en koppeling aan opdrachten en klantportaal.

Fachliche Bestimmung: Kanaliseert klantvragen, storingsmeldingen en serviceopdrachten. Tickets kunnen direct vanaf het klantportaal, per e-mail of handmatig worden gemaakt. Ondersteunt interne teamberichten (die voor klanten onzichtbaar blijven), tijdsopname en escalatie volgens gedefinieerde service-level agreements (SLA).
โšก Werkstromen en levenscyclus (6) ๐Ÿ—„๏ธ Datamodellen & velden (5) ๐Ÿ”Œ Inleidende punten (UI&API's) (27) ๐Ÿ›ก๏ธ Reglementarische en compliance

โšก Werkstromen en levenscyclus

Verwerking van de produkten cascade:business.delivery_note.intake

Cascade (review_gated).

1. stock
Invoer van goederen in de _GT20_0__ boeken
inventaris
Aktionen: post_goods_receipt
2. tour
Reise / voortvervoer plannen
logistiek
Aktionen: create_tour
3. task
Invoer van goederen te controleren / vergelijken
taken
Aktionen: create_task
4. qc
Kwaliteitsactie bij vermoedelijke tekortkomingen
inventaris
Aktionen: - De volgende pagina 's bevatten een link:
5. ticket
Tickets voor klachten bij gebreken
Tickets
Aktionen: create_ticket

onderhoud / Herstel cascade:business.maintenance.cycle

Cascade (review_gated).

1. fieldservice
In het kader van de uitlandingsdienst
velddienst
Aktionen: create_service_report
2. followup
Onderhoudsactiviteiten
Vermogen
Aktionen: onderhoud.schema
3. ticket
Tickets bij gebreken/verstoringen
Tickets
Aktionen: create_ticket

Verwerking van terugkeer cascade:business.return_note.handling

Cascade (review_gated).

1. ticket
Vermelding van de vergoeding
Tickets
Aktionen: create_ticket
2. tour
Planen van een pick-up tour
logistiek
Aktionen: create_tour
3. task
Verwerking van de terugkeer
taken
Aktionen: create_task

Uitvoeringsdienst โ†’ Afrekening cascade:business.work_report.billing

Cascade (review_gated).

1. fieldservice
Inzet voor buitenlandse dienstverlening / dienstbericht
velddienst
Aktionen: create_service_report
2. task
Vervolging van de afrekening
taken
Aktionen: create_task
3. ticket
Tickets bij gebreken/verstoringen
Tickets
Aktionen: create_ticket

Ticket / doorgang cascade_target:business.ticket.create

Cascade (review_gated).

1. cascade
Ticket / doorgang

Tickets status:ticket

De overgangsregelingen zijn niet verplicht (zie service validatie).

1. new
Nieuwe
Status van het ticket van de staatmachine.
2. open
open
Status van het ticket van de staatmachine.
3. in_progress
in_progress
Status <unk>in_progress<unk> van het ticket van de staatmachine.
4. pending_customer
pending_customer
Status van de staat van de ticket.
5. pending_vendor
pending_vendor
Status van de ticket van de stand van de ticket.
6. resolved
opgelost
Status van het ticket van de staatmachine.
7. closed
gesloten
Status van de staatmachine ticket.
8. cancelled
geannuleerd
Status van het ticket van de staatmachine.

๐Ÿ—„๏ธ Datamodellen & velden

TicketMessages ticket_messages RLS Aktiv
16 Veld / kolom

Tabelle ticket_messages

Feldname Datatipe Verplichting Schlรผssel Gezondheid
ticket_id UUID Ja * FK โž” tickets.id Feld ticket_id
author_user_id UUID Nein FK โž” 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 โž” 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 Veld / kolom

Tabelle ticket_sla_policies

Feldname Datatipe Verplichting Schlรผssel Gezondheid
name VARCHAR(128) Ja * - Feld name
description TEXT Nein - Feld description
team_id UUID Nein FK โž” 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 โž” 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 Veld / kolom

Tabelle ticket_teams

Feldname Datatipe Verplichting Schlรผssel Gezondheid
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 โž” 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 โž” 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 Veld / kolom

Tabelle ticket_time_logs

Feldname Datatipe Verplichting Schlรผssel Gezondheid
ticket_id UUID Ja * FK โž” tickets.id Feld ticket_id
user_id UUID Nein FK โž” 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 โž” 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 Veld / kolom

Tabelle tickets

Feldname Datatipe Verplichting Schlรผssel Gezondheid
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 โž” ticket_teams.id Feld team_id
assigned_user_id UUID Nein FK โž” users.id Feld assigned_user_id
customer_id UUID Nein FK โž” 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 โž” projects.id Feld project_id
work_order_id UUID Nein FK โž” work_orders.id Feld work_order_id
contract_id UUID Nein FK โž” contracts.id Feld contract_id
asset_id UUID Nein FK โž” assets.id Feld asset_id
quote_id UUID Nein FK โž” quotes.id Feld quote_id
invoice_id UUID Nein FK โž” invoices.id Feld invoice_id
return_id UUID Nein FK โž” return_orders.id Feld return_id
service_report_id UUID Nein FK โž” service_reports.id Feld service_report_id
sla_policy_id UUID Nein FK โž” 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 โž” 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

๐Ÿ”Œ Inleidende punten (UI&API's)

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

๐Ÿ›ก๏ธ Reglementarische en compliance

Dieses Modul unterliegt folgenden gesetzlichen, regulatorischen und Revisionsstandards:

  • ITIL-dienstverlening
  • SLA-tijdtoezicht
Gecombineerde modules:
โž” customers โž” portal โž” workorders