When a ticket was reassigned (multiple support codes), all codes were
mapped to the current Support_User_Name — replacing the previous
agent's name with the new one on older entries.
Now: if multiple support codes exist, only the code from the most
recent entry is mapped to the current name. Older codes remain as
abbreviations, preserving the actual history of who worked on what.
Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>
When the SOAP message map is applied to OData entries, the message text
is already embedded in the OData entries. The separate SOAP message
entries then cause duplicates with different actor/timestamp metadata.
Now: when soapMessageMap was used, filter out SOAP entries with
type_variant 'message' since they are already represented in OData.
Non-message SOAP entries (status, activity) are kept.
Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>
SOAP entries often have an empty actor while OData entries have a code
like 'NKS'. After name resolution, one becomes 'Nikita Soldatov' and
the other stays empty — producing different signatures and causing
duplicates. The actor is not a reliable dedup field since the same
event can have different actor representations across sources.
Dedup now uses: ticket_no + timestamp_iso + type + message_hash.
Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>
Shows a small arrow next to the ticket count in each agent card header:
↑3 (orange) = received 3 more than resolved → backlog growing
↓2 (green) = resolved 2 more than received → backlog shrinking
Hidden when delta is 0 (stable).
Delta is computed from received_in_period (tickets created in the
selected period assigned to this agent) minus resolved_in_period.
No snapshot storage needed — derived from existing ticket data.
Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>
Clicking a customer or category in the Historical tab recalculates
Ø/Min/Max resolution times for only that filter. Click again to reset.
All computation is client-side from resolved_details already in the
response — no extra API calls. Active filter highlighted with primary
color, resolution values turn primary when filtered.
Backend now includes resolved_ticket_details per agent (customer_name,
category, resolution_hours) for client-side filtering.
Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>
Each agent gets a card with three insight columns:
- Resolution time: Ø / Min / Max (formatted as hours or days)
- Top 3 customers by resolved ticket count (ranked list)
- Top 3 categories by resolved ticket count (ranked list)
Backend collects resolved ticket details per agent: customer names,
categories, and resolution hours. Aggregates top-3 and min/max/avg.
Replaces the old compact single-row layout with rich widget cards
matching the Current tab pattern.
Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>
getContactsForCustomerWithMeta() returned early when customerNo OR
customerName was empty. The communication service calls it with empty
customerNo and only customerName — which always hit the early return,
preventing any contact lookup. Fix: only return early when BOTH are
empty, so the primary Company_Name query path works correctly.
Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>
The previous logic only resolved support user codes to full names when
exactly one unique support code existed per ticket. Tickets with multiple
support codes (e.g. after reassignment) left all codes unresolved,
showing abbreviations like 'NKS' or 'FA' instead of full names.
Now: every support-role actor code in a ticket is mapped to that ticket's
Support_User_Name. For the debitor feed, codes are mapped on first
encounter to avoid conflicts from reassigned tickets.
Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>
- Remove card padding, table goes full-width inside card border
- Section title gets own padding + subtle background as card header
- Avatar inline size increased from 1.6rem to 2rem
- Sort agents by critical tickets first (most urgent on top),
then by open tickets. Unassigned queue stays last.
Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>
FP entity provides Company_Contact_Name (full customer name),
Category_1_Description (readable category), and Last_Activity_By_Code.
Customer column shows name instead of number. Category shows readable
description instead of code. Debitor link only rendered when
customer_no is available (FP may not expose it).
Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>
PBI_LV_Tickets exposes Description and Cust_Name (not Company_Contact_Name
which is FP-only). Add both to select. Table now shows 5 columns:
Ticket (link) | Customer name (link) | Description (ellipsis) |
Category | Last activity.
Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>
Description is not available on PBI_LV_Tickets. Show Category_1_Code
as its own 'Category' column instead of misusing it as description.
Remove unused ticket-desc CSS class.
Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>
PBI_LV_Tickets does not expose Description or Company_Contact_Name —
BC returns HTTP 400 on unknown select fields. Revert to original LV
field set. Description falls back to Category_1_Code. Customer column
shows Customer_No when Company_Contact_Name is unavailable. Show API
error message in UI for debugging.
Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>
PBI_FP_Tickets (FactPage) fails without a customer filter. Switch back
to PBI_LV_Tickets which works reliably unfiltered. Description and
Company_Contact_Name added to select — BC will return them if available,
otherwise they fall back to empty strings via existing null-coalescing.
Add console.error in JS catch to surface rendering errors.
Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>
- Hide section-title ::after line inside team widgets
- Fixed table-layout with consistent column widths (12/25/43/20%)
- Debitor link uses customer_no (route param), displays customer_name
- Add Customer_No to OData select for debitor link resolution
- Add customer_no to open_ticket_details backend structure
Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>
- Switch gateway from PBI_LV_Tickets to PBI_FP_Tickets to get
Description and Company_Contact_Name fields
- Ticket number links to ticket detail page
- Customer column shows Company_Contact_Name with link to debitor detail
- Description column with text-overflow ellipsis
- Last activity column shows formatted date (was: age in hours)
- Backend provides last_activity ISO string and customer_name per ticket
- Table headers use i18n labels via data attributes
Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>
Replace KPI tiles + table with visual agent cards showing workload at a
glance. Each card has the agent name, ticket count badge (warning-colored
when critical), a proportional load bar, and the actual open tickets
listed underneath (number, description, age). Critical tickets are
highlighted with warning color. Queue (unassigned) shown as dashed card
at top. Performance tab uses compact cards with success-colored bars.
Backend now returns open_ticket_details per member (sorted: critical
first, then by age descending).
Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>
New standalone page (helpdesk/team) showing support agent workload
aggregated from BC tickets. KPI bar (open, unassigned, avg age, resolved),
per-agent table sorted by open tickets, period selector (30/90/180/365d).
Global OData query via getTicketsForTeam() without customer filter.
New permission helpdesk.team-workload.view with admin role assignment.
Includes 6 PHPUnit tests for buildTeamWorkloadDashboard().
Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>
Add 3 new ticket list filters: Support User (dynamic select), Contact (dynamic
select), and Period (30/90/180/365 days). Extend categories endpoint to also
return support_users and contacts arrays from the same cached ticket data.
Add server-side filtering for all three in the data endpoint.
Resolve support user abbreviation codes to full names in the communication chat
widget. For single-ticket view, infer code-to-name from Support_User_Name when
only one support code appears. For debitor view, build map from already-fetched
entries across tickets with no additional API calls.
Co-Authored-By: Claude Opus 4.6 <noreply@anthropic.com>
Restructure Support dashboard into 2 KPI groups (Tickets + Contracts) with
section dividers, merge escalations and recommendations into "Attention needed".
Redesign Sales dashboard with clickable contract timeline and dialog.
Add CSS shimmer skeleton loading for all dashboard tabs and aside.
Unify vertical rhythm via * + * sibling combinator on tab content containers.
Remove ~265 lines of dead CSS (contract cards, escalation styles) and unused JS
functions. Refactor hydrateTicketCategoryFilter into generic hydrateSelectFilter.
Fix role="button" CSS bleed from shell and remove extra future year from timeline.
Co-Authored-By: Claude Opus 4.6 <noreply@anthropic.com>
Add support/sales/controlling dashboards with KPIs, trend charts and
risk indicators. Add debitor communication timeline, contact filters,
system recommendations engine, and configurable controlling risk rules.
Rename search→index to fix query-string preservation on back navigation.
Remove fake escalation rate metric, add KPI info tooltips, and switch
trend chart colors to red (created) / green (closed) for clarity.
Co-Authored-By: Claude Opus 4.6 <noreply@anthropic.com>
- add helpdesk module pages, services, settings and tests
- standardize debtor list on drawer/grid contracts and robust filter drawer behavior
- add helpdesk aside panel navigation and settings visibility provider
- switch primary list slug to helpdesk/debitor and remove helpdesk/search compatibility
- include required core contract updates for list contracts and detail/drawer integration
