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🏠 Toate modurile / crm_office / Bilete & Helpdesk
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Bilete & Helpdesk

tickets crm_office 🛡️ RLS Protected

Bilete de asistență pentru clienți, etape de escaladare SLA, direcționare a bileților și legare cu comenzile și portalul de clienți.

Fachliche Bestimmung: Canalizează cererile clienților, notificările de perturbare și comenzile de servicii. Biletele pot fi create direct din portalul clienților, prin e-mail sau manual. Suportează notificările interne de echipă (care rămân invizibile clienților), înregistrarea timpului și escaladarea în funcție de acordurile de nivel de serviciu definite (SLA).
⚡ Fluxuri de lucru (6) 🗄️ Modele de date & câmpuri (5) 🔌 Puncte de inițiere (UI & API) (27) 🛡️ Reglementări și respectare

⚡ Fluxuri de lucru

aviz de expediție prelucrare completă cascade:business.delivery_note.intake

Cascade (review_gated).

1. stock
Comentariile de intrare în contul _GT20_0__
Inventare
Aktionen: post_goods_receipt
2. tour
Planul de tur/transport
logistică
Aktionen: create_tour
3. task
Verificarea / comparația de intrare a mărfurilor
sarcini
Aktionen: create_task
4. qc
Verificarea calității în cazul suspectării de defecte
Inventare
Aktionen: calitate.check.create
5. ticket
Biletele pentru reclamații în caz de defecte
bilete
Aktionen: create_ticket

întreținere / Reparare cascade:business.maintenance.cycle

Cascade (review_gated).

1. fieldservice
Înregistrarea activităților de serviciu în afara Uniunii
Serviciul de teren
Aktionen: create_service_report
2. followup
Planuri de întreținere
active
Aktionen: de întreținere
3. ticket
Bilete în caz de defecte/distorsiuni
bilete
Aktionen: create_ticket

Întoarcerea cascade:business.return_note.handling

Cascade (review_gated).

1. ticket
Cumpărarea de bilete pentru reclamații
bilete
Aktionen: create_ticket
2. tour
Planificarea unei vizite de colectare
logistică
Aktionen: create_tour
3. task
Retournare
sarcini
Aktionen: create_task

Servicii externe → cascade:business.work_report.billing

Cascade (review_gated).

1. fieldservice
Utilizarea serviciilor în afara teritoriului / raportul de serviciu
Serviciul de teren
Aktionen: create_service_report
2. task
Răspunsuri
sarcini
Aktionen: create_task
3. ticket
Bilete în caz de defecte/distorsiuni
bilete
Aktionen: create_ticket

Intraţiune cascade_target:business.ticket.create

Cascade (review_gated).

1. cascade
Intraţiune

Bilete status:ticket

În cazul în care se aplică o metodă de verificare a situaţiei, se poate observa o metodă de verificare a situaţiei.

1. new
nou
Statutul biletului de maşină de stat.
2. open
închis
Statutul de acces al biletului de mașină de stat.
3. in_progress
in_progress
Statutul <unk>in_progress<unk> al biletului de mașină de stare.
4. pending_customer
pending_customer
Statutul <unk>pending_customer<unk> al biletului de mașină de stare.
5. pending_vendor
pending_vendor
Statutul <unk>pending_vendor<unk> al biletului de mașină de stat.
6. resolved
Răspunde
Statutul de încheiere a biletului de mașină de încheiere.
7. closed
închis
Statutul biletului de mașină de stat.
8. cancelled
anulate
Statutul biletului de mașină de stat anulat.

🗄️ Modele de date & câmpuri

TicketMessages ticket_messages RLS Aktiv
16 Câmpuri / coloane

Tabelle ticket_messages

Feldname Tip de date Obligatoriu Schlüssel Importanța profesională
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 Câmpuri / coloane

Tabelle ticket_sla_policies

Feldname Tip de date Obligatoriu Schlüssel Importanța profesională
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 Câmpuri / coloane

Tabelle ticket_teams

Feldname Tip de date Obligatoriu Schlüssel Importanța profesională
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 Câmpuri / coloane

Tabelle ticket_time_logs

Feldname Tip de date Obligatoriu Schlüssel Importanța profesională
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 Câmpuri / coloane

Tabelle tickets

Feldname Tip de date Obligatoriu Schlüssel Importanța profesională
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

🔌 Puncte de inițiere (UI & API)

Art Metoda Punctul de încheiere / traseul Titel & Zweck Asigurarea
⚡ 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

🛡️ Reglementări și respectare

Dieses Modul unterliegt folgenden gesetzlichen, regulatorischen und Revisionsstandards:

  • Operațiunea de servicii ITIL
  • Monitorizarea la termen a SLA
Module legate:
➔ customers ➔ portal ➔ workorders