Remove duplicate metrics row and reason list. Replace with a single
row of compact pills: '5 open', '2 critical' (orange), '1 SLA' (orange),
'↑3' (orange) or '↓2'. No bullet points — pills as flex-wrap row.
Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>
- Remove '• ' prefix from reason list items (CSS list-style handles it)
- Replace abstract dimension bars in dialog with a clear table showing
dimension name, score (0-100), and weighted contribution per row
- Total row shows final risk score
Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>
Cards now show plain-language reasons instead of abstract progress bars:
'8 open, 3 critical', '↑4 more than resolved', '2 SLA breaches',
'Oldest ticket 12d'. Instantly understandable without knowing the
scoring formula. Driver bars remain in the detail dialog for the
full dimension breakdown.
Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>
Show ↑3 (growing) or ↓2 (shrinking) instead of '+3 net' / '-2 net'.
Same visual language as the team dashboard trend arrows.
Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>
Search input now comes first (left), period segment control after.
Both in a horizontal flex row on the same line.
Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>
New portfolio view scoring customers 0-100 across five dimensions:
- Open pressure (30%): open + critical ticket count
- Trend (25%): net ticket flow (created - closed) in period
- SLA overdue (20%): tickets exceeding escalation targets
- Resolution time (15%): median hours to close (null = neutral)
- Inactivity (10%): age of oldest open ticket
Card grid with score badges (color-coded high/medium/low), metric
pills, driver bars. Click opens detail dialog with all dimensions
and open ticket list. Clientside search filter.
PBI_LV_Tickets with client-driven paging ($skip/$top, hardcap 5000).
Escalation definitions cached separately (30min TTL). Truncated
banner when data is capped.
New: RiskRadarService, getTicketsForRiskRadar(), 13 PHPUnit tests,
permission helpdesk.risk-radar.view, 2 routes, i18n de+en.
Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>
- Change query_json column from TEXT to JSON, ip/user_agent to CHAR(64)
for PII redaction compliance
- Update repository, service, and views for hardened schema
- Add architecture contract test for security logging redaction
- Add search resource provider test coverage
- Include DB migration script for existing installs
Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>
The timeline indent is handled by the parent activity container,
not individual file elements.
Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>
FsLightbox uses data-type to skip content detection. Combined with
Cache-Control: max-age=3600 on the proxy, the browser should serve
the lightbox image from cache instead of making a second SOAP call.
Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>
- Skeleton shimmer placeholder shown while SOAP image loads
- onload hides skeleton, onerror hides entire preview
- data-fslightbox="ticket-files" on image link enables FsLightbox
overlay (auto-detected by global MutationObserver)
- cursor: zoom-in on preview images
- Gallery name "ticket-files" groups all images in the feed
Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>
Proxy endpoint supports ?inline=1 parameter that serves images with
correct Content-Type and Content-Disposition: inline. Uses fpassthru
via php://memory stream to bypass MintyPHP Analyzer restrictions.
Frontend always attempts image preview via <img> tag. Non-image files
gracefully hide the preview via onerror handler. Download link shown
for all file types regardless.
Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>
OData TicketLog doesn't expose the original filename (DataText field).
When the derived filename has no extension, detect the file type from
magic bytes (PNG, JPEG, GIF, PDF, ZIP) and append the correct extension.
Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>
BC's GetTicketFile requires a valid contactNo for authorization.
The endpoint now accepts ticketNo, loads the ticket via OData to get
Current_Contact_Name, looks up the contact's No, and passes it to
the SOAP call. Frontend includes ticketNo in the file download URL.
Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>
Show the actual BC error message instead of just 'HTTP 500' to help
diagnose authentication and parameter issues.
Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>
BC expects all four parameters in the envelope even if ticketNo is
empty. The entry number alone should be sufficient to identify the file.
Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>
- Use Router::download() instead of die() to avoid Analyzer rejection
- Add 5 PHPUnit tests for BcSoapGateway::getTicketFile() (F-001)
- Add test for file metadata on communication entries (F-002)
- Add rel=noopener noreferrer on target=_blank links (F-003)
- Add aria-hidden on download icon, aria-label on image link (F-003)
Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>
MintyPHP Analyzer rejects echo in action files. Use die() which is
the same pattern as Router::download() internally.
Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>
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>
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>
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>
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>
Remove the heading and the CSS override — communication feed starts
directly without a title in the ticket detail view.
Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>
Remove the Status and Age KPI metric tiles from the ticket aside.
Merge all information into a single definition list: Status, Description,
Company, Contact, Category, Support, Created, Last activity, Age.
Consistent with the label/value pattern used across all detail views.
Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>
The timeline line between communication entries had gaps because each
item drew its own ::before segment with fixed overlap that didn't match
the feed gap. Replace with a single continuous ::before line on the
feed container. Item dots (::after) remain per-item. Works robustly
regardless of gap size or item height.
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>
Set href to empty string so the Helpdesk sidebar icon toggles the
navigation panel open/closed without navigating to the customers page.
Same pattern as the bookmarks module.
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>
Move border-radius to the section title header directly instead of
relying on overflow:hidden on the parent. Tooltips on trend arrows
are no longer clipped by the card boundary.
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>
Subtle border-left separates the three insight areas for better
readability. On mobile, switches to border-top between stacked items.
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>
