New SOAP method getTicketFile() on BcSoapGateway calls BC's
GetTicketFile to retrieve file attachments as Base64, decodes in
memory and returns binary data without writing to disk.
New proxy endpoint helpdesk/ticket-file-data streams files directly
to the browser with correct MIME type. Images served inline, other
files as download attachment.
TicketCommunicationService now attaches file_entry_no and file_name
to file-type events. Frontend renders download links with bi-download
icon and inline image previews for jpg/png/gif attachments.
Works in both ticket detail and debitor detail communication feeds.
Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>
Adds 'Refresh data' button that re-fetches the communication feed
with ?refresh=1 to bypass the session cache. Shows loading skeleton
during reload.
Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>
The Contracts & products KPI tiles (active contracts, monthly volume,
support hours, next invoicing) distract from the ticket-focused support
view. Contract data remains available in the dedicated Sales tab.
Removes: section HTML, skeleton placeholder, JS render function + call.
Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>
Change default period from 90 to 30 days for a more current snapshot.
Add legend footnote: '↑↓ Trend basiert auf den letzten 30 Tagen'
so the user knows what the arrows refer to.
Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>
Hover over ↑/↓ shows a data-tooltip explaining the delta in plain
language: 'More tickets received than resolved — backlog is growing.'
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>
Revert queue detection, wait time summary, and visual separation.
All members are treated equally again — queue appears as a normal
agent entry sorted by the existing criteria.
Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>
BC uses 'Wartschlange Customer Care' not 'Warteschlange'. Match on
common stem 'wartschlang' to cover both spellings.
Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>
Queue detection: any member with 'warteschlange' in support_user name
(or empty) is treated as queue, not as a regular agent.
Current tab: queue cards shown at top with a wait time summary
(Ø/Min/Max from open ticket ages). Agents listed below.
Historical tab: queue cards shown before agents, same performance
widget pattern.
No backend changes — purely client-side separation using existing data.
Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>
Reorder: Top customers | Top categories | Resolution time.
More logical flow — pick a filter on the left, see the result on the right.
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>
Skeleton loading now mirrors the actual agent card layout: bordered card
with header (avatar circle + name bar + badge) and three table-like rows.
Removes aria-busy toggle from JS. Three skeleton cards shown during load.
Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>
Replace the custom Ø/Min/Max column layout with the same ranked list
component used for top customers and categories. All three columns
now use identical markup and styling for visual consistency.
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>
Ticket log entries without Created_By (e.g. system-generated) now show
'System' instead of 'Unbekannter Benutzer'. Missing timestamps show
a dash instead of 'Unbekannte Zeit'.
Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>
Table keeps its fixed column widths and becomes horizontally scrollable
on narrow viewports instead of breaking the layout.
Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>
Use table-layout:fixed with colgroup defining column widths in ch units.
Every agent card table gets the same colgroup, ensuring identical column
alignment across all cards. Ticket (9ch), Customer (22ch), Category
(16ch), Activity (11ch) are fixed; Description takes remaining space
with ellipsis. All cells get overflow:hidden + text-overflow:ellipsis.
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>
Fix missing closing brace in CSS. Use width:100% + max-width:0 on
description column for consistent ellipsis across all agent tables.
Narrow columns (ticket no, customer, date) use white-space:nowrap to
keep natural width. No fixed percentages — fully responsive.
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>
Each agent section gets a border + border-radius wrapper. The inner
ticket table drops its own border to avoid double borders.
Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>
- Count badge in section title is always neutral (no warning color)
- Critical highlighting only on ticket number, not entire row
- Ticket tables have border + border-radius + subtle header background
matching the existing table widget pattern
- Legend at bottom explains the warning color when critical tickets exist
Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>
Replace custom card layout with the existing debitor dashboard pattern:
each agent is a section with helpdesk-support-section-title (avatar
initials + name + count badge + line) and a ticket table underneath
(Ticket No, Customer, Description, Age). Critical rows highlighted.
Queue section uses same pattern without avatar. Performance tab uses
compact rows with avatar + name + resolved badge. No custom card or
pill styles — consistent with existing dashboard widgets.
Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>
Remove progress bars (meaningless without a defined per-agent limit),
remove deterministic hue coloring (too noisy), and fix spacing by using
gap on a container grid instead of border-bottom on items. Avatars now
use a single neutral style. Count badges remain as the key indicator
(warning-colored when critical tickets exist). Cleaner, quieter layout.
Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>
Replace card-with-ticket-list layout with a GitHub/Stripe-inspired design:
- Avatar initials circles with deterministic colors per agent (name → hue)
- Horizontal agent rows: avatar | name + count badge | load bar | ticket pills
- Ticket pills showing No · Customer · Age (description on hover/title)
- Critical tickets highlighted with warning color in pills
- Queue section at top with uppercase header and ticket pills directly
- Performance tab with smaller avatars and success-colored bars
- Agent load bars colored per-agent (matching avatar hue)
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>
Filter out agents with 0 open tickets from Current tab and 0 resolved
from Performance tab to reduce noise. Add margin between period selector
and KPI card in the Performance panel.
Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>
Current tab: proportional bars behind open ticket counts for instant
visual comparison, warning badges for critical counts (>0), muted
styling for zero values. Performance tab: success-colored bars behind
resolved counts. Unassigned row gets muted bar variant.
Adds tabular-nums for aligned numbers, smooth bar transitions, and
de-emphasized table borders for a cleaner visual hierarchy.
Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>
Current tab: snapshot KPIs (open, unassigned, avg age) and per-agent
table with open/critical/age columns. No period filter needed.
Performance tab: period-filtered KPI (resolved) with segment control
(30/90/180/365d) and per-agent table sorted by resolved count.
Separates the two core questions: "Who needs help now?" vs.
"How did the team perform over time?"
Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>
Replace custom button-based period selector with the existing
helpdesk-segment-control radio+label pattern used in the controlling
dashboard. Removes duplicate CSS and ensures visual consistency.
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>
Swap layout: communication feed becomes the primary main content area (full width),
ticket metadata moves to aside panel with 2 stacked KPI tiles (Status, Age) and
a Stripe-style key-value definition list (Description, Company link, Contact,
Category, Support, Debtor No.). Remove activity timeline entirely — communication
feed already includes activity fallback when SOAP is unavailable. Add skeleton
bubble loading for async communication. Simplify JS from 211 to 89 lines. Remove
unused ticketLogUrl data attribute and i18n keys.
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
