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🏠 Tüm modüller / crm_office / Biletler & Yardım Dolu
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Biletler & Yardım Dolu

tickets crm_office 🛡️ RLS Protected

Müşteri destek biletleri, SLA aşamaları, bilet yönlendirme ve siparişlerle bağlantı kurma ve müşteri portalı.

Fachliche Bestimmung: Müşteri isteklerini, bozukluk bildirimlerini ve hizmet siparişlerini kanalize eder. Biletler doğrudan müşteri portalından, e-posta veya elle oluşturabilir.
⚡ İş akışları ve yaşam döngüleri (6) 🗄️ Verim modelleri & alanlar (5) 🔌 Giriş noktaları (UI & API) (27) 🛡️ Yönetim ve Uyum

⚡ İş akışları ve yaşam döngüleri

irsaliye tam işleme cascade:business.delivery_note.intake

Kaskade (review_gated).

1. stock
Satın alınan mallar
Kaynak
Aktionen: post_goods_receipt
2. tour
Tur / Geçiş planlaması
Logistik
Aktionen: create_tour
3. task
Malların girişini kontrol etmek / karşılaştırmak
Görevler
Aktionen: create_task
4. qc
Kusurlu bir durumda kalite kontrolü
Kaynak
Aktionen: kalite.check.create
5. ticket
İddia Bileti
Biletler
Aktionen: create_ticket

bakım / Temizleme cascade:business.maintenance.cycle

Kaskade (review_gated).

1. fieldservice
Dışişleri hizmetleri / rapor
Sahil hizmetleri
Aktionen: create_service_report
2. followup
Bakım planları
Sermaye
Aktionen: bakım.
3. ticket
Bilet eksikliği/kesarlık durumunda
Biletler
Aktionen: create_ticket

Geri dönüş işlemi cascade:business.return_note.handling

Kaskade (review_gated).

1. ticket
İddia Bileti
Biletler
Aktionen: create_ticket
2. tour
Toplama turunu planlamak
Logistik
Aktionen: create_tour
3. task
Geri dönüşü daha fazla işleme
Görevler
Aktionen: create_task

Dış hizmet → Hesaplama cascade:business.work_report.billing

Kaskade (review_gated).

1. fieldservice
Dış hizmet kullanımı / hizmet raporu
Sahil hizmetleri
Aktionen: create_service_report
2. task
Hesaplama sonrası
Görevler
Aktionen: create_task
3. ticket
Bilet eksikliği/kesarlık durumunda
Biletler
Aktionen: create_ticket

Bilet / işlem yap cascade_target:business.ticket.create

Kaskade (review_gated).

1. cascade
Bilet / işlem yap

Bilet status:ticket

Bu durumda, bu işlemlerin zorunlu olmadığı için, servis onayına bakın.

1. new
yeni
Durum yeni.
2. open
Açık
Durum: Durum makinesi biletinin açılışı.
3. in_progress
in_progress
Durum makinesi biletinin <unk>in_progress<unk> durumu.
4. pending_customer
pending_customer
Durum: Ticket'in durum durumunu.
5. pending_vendor
pending_vendor
Ticket durum makinesi durumunu bekleyen satıcı.
6. resolved
çözülmüş
Durum: <unk> çözülmüş <unk> Ticket.
7. closed
kapalı
Durum: Ticket'in durum:
8. cancelled
iptal edildi
Durum: Ticket'in durumu:

🗄️ Verim modelleri & alanlar

TicketMessages ticket_messages RLS Aktiv
16 Alanlar / Sütunlar

Tabelle ticket_messages

Feldname Verim tipi İade Schlüssel Mesleki anlam
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 Alanlar / Sütunlar

Tabelle ticket_sla_policies

Feldname Verim tipi İade Schlüssel Mesleki anlam
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 Alanlar / Sütunlar

Tabelle ticket_teams

Feldname Verim tipi İade Schlüssel Mesleki anlam
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 Alanlar / Sütunlar

Tabelle ticket_time_logs

Feldname Verim tipi İade Schlüssel Mesleki anlam
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 Alanlar / Sütunlar

Tabelle tickets

Feldname Verim tipi İade Schlüssel Mesleki anlam
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

🔌 Giriş noktaları (UI & API)

Art Metod Son nokta / yol Titel & Zweck Yasal
⚡ 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

🛡️ Yönetim ve Uyum

Dieses Modul unterliegt folgenden gesetzlichen, regulatorischen und Revisionsstandards:

  • ITIL hizmetleri
  • SLA Geçici Denetim
Bağlantı modüller:
➔ customers ➔ portal ➔ workorders