Centurio Systémová a modulová dokumentácia
🔍
🏛️ Architektúra platformy
🇩🇪 Deutsch 🇬🇧 English 🇫🇷 Français 🇪🇸 Español 🇮🇹 Italiano 🇳🇱 Nederlands 🇵🇱 Polski 🇵🇹 Português 🇨🇿 Čeština 🇸🇰 Slovenčina 🇭🇺 Magyar 🇷🇴 Română 🇧🇬 Български 🇬🇷 Ελληνικά 🇩🇰 Dansk 🇫🇮 Suomi 🇸🇪 Svenska 🇱🇹 Lietuvių 🇱🇻 Latviešu 🇪🇪 Eesti 🇭🇷 Hrvatski 🇸🇮 Slovenščina 🇲🇹 Malti 🇮🇪 Gaeilge 🇷🇺 Русский 🇺🇦 Українська 🇹🇷 Türkçe 🇳🇴 Norsk bokmål 🇷🇸 Српски 🇮🇸 Íslenska 🇨🇭 Schwiiz/Suisse
🔑 Login
🏠 Všetky moduly / crm_office / Lístky & Helpdesk
🎧

Lístky & Helpdesk

tickets crm_office 🛡️ RLS Protected

Zákaznícky supportové lístky, stupne eskalacie SLA, lístkové smerovanie a prepojenie s objednávkami a zákaznícky portál.

Fachliche Bestimmung: Kanálovanie požiadaviek zákazníkov, hlásení poruch a objednávky služieb. Lístky sa môžu vytvárať priamo z portálu zákazníkov, e-mailom alebo manuálne. Podporuje interné tímové oznámenia (zostávajúce neviditeľné pre zákazníkov), časové zaznamenávanie a eskalaciu podľa definovaných dohod o úrovni služby (SLA).
⚡ Pracovné postupy a životné cykly (6) 🗄️ Modely údajov & Felder (5) 🔌 Úvodné body (UI & API) (27) 🛡️ Regulatory & Compliance

⚡ Pracovné postupy a životné cykly

dodací list - Úplné spracovanie cascade:business.delivery_note.intake

Kaskade (review_gated).

1. stock
Výnosy z vkladov
inventár
Aktionen: post_goods_receipt
2. tour
Plánovanie cesty / ďalšieho prepravy
logistika
Aktionen: create_tour
3. task
Smerovanie / porovnanie vstupov tovaru
úlohy
Aktionen: create_task
4. qc
Kvalita v prípade podozrenia na nedostatky
inventár
Aktionen: quality.check.create
5. ticket
Ticket na sťažnosti v prípade nedostatkov
lístky
Aktionen: create_ticket

údržba / Úprava cascade:business.maintenance.cycle

Kaskade (review_gated).

1. fieldservice
Údaje o činnostiach v oblasti zahraničnej služby / vyhľadávanie
servis
Aktionen: create_service_report
2. followup
Plánovanie údržby
aktíva
Aktionen: údržba.plán
3. ticket
Výška výšky
lístky
Aktionen: create_ticket

Zobrazenie návratu cascade:business.return_note.handling

Kaskade (review_gated).

1. ticket
Vkladovanie lístka na reklamácie
lístky
Aktionen: create_ticket
2. tour
plánovanie výletu na odber
logistika
Aktionen: create_tour
3. task
Závraty
úlohy
Aktionen: create_task

Výkonné služby → Účtovná správa cascade:business.work_report.billing

Kaskade (review_gated).

1. fieldservice
Údaje o služby v zahraničí / správa o službách
servis
Aktionen: create_service_report
2. task
Účtovná správa
úlohy
Aktionen: create_task
3. ticket
Výška výšky
lístky
Aktionen: create_ticket

Vstupenky / prechod cascade_target:business.ticket.create

Kaskade (review_gated).

1. cascade
Vstupenky / prechod

Lístok status:ticket

Pozorovateľné stave (only observable_only).

1. new
Nový
Status <unk>new<unk> pre vstupenky na stroj na stav.
2. open
otvorené
Status <unk>open<unk> pre vstupenky na stroj.
3. in_progress
in_progress
Status <unk>in_progress<unk> v stave strojového lístka.
4. pending_customer
pending_customer
Status <unk>pending_customer<unk> stavu lístka stroj.
5. pending_vendor
pending_vendor
Status <unk>pending_vendor<unk> pre vozidlo v stave.
6. resolved
Vyriešené
Status <unk>resolved<unk> state machine ticket.
7. closed
uzavreté
Status <unk>zaprnutý<unk> v stave strojov lístok.
8. cancelled
zrušené
Status <unk> zrušený<unk> lístok na stavové stroje.

🗄️ Modely údajov & Felder

TicketMessages ticket_messages RLS Aktiv
16 Poľy / stĺpce

Tabelle ticket_messages

Feldname Typ údajov Povinnosť Schlüssel Využitie
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 Poľy / stĺpce

Tabelle ticket_sla_policies

Feldname Typ údajov Povinnosť Schlüssel Využitie
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 Poľy / stĺpce

Tabelle ticket_teams

Feldname Typ údajov Povinnosť Schlüssel Využitie
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 Poľy / stĺpce

Tabelle ticket_time_logs

Feldname Typ údajov Povinnosť Schlüssel Využitie
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 Poľy / stĺpce

Tabelle tickets

Feldname Typ údajov Povinnosť Schlüssel Využitie
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

🔌 Úvodné body (UI & API)

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

🛡️ Regulatory & Compliance

Dieses Modul unterliegt folgenden gesetzlichen, regulatorischen und Revisionsstandards:

  • Účtovná jednotka
  • SLA Dátový dohľad
Vymedzené moduly:
➔ customers ➔ portal ➔ workorders