refactor: update menu and routing for ticket management

- Replaced references to "Solicitar Acesso" with "Abrir Chamado" across the application for consistency in terminology.
- Updated routing logic to reflect the new ticket management flow, ensuring that the dashboard and sidebar components point to the correct paths.
- Removed the obsolete "Solicitar Acesso" page, streamlining the user experience and reducing unnecessary navigation options.
- Enhanced backend schema to support new ticket functionalities, including ticket creation and management.

apps/web/src/lib/components/chamados/TicketTimeline.svelte

@@ -0,0 +1,86 @@
+<script lang="ts">
+  import type { Doc } from "@sgse-app/backend/convex/_generated/dataModel";
+  import {
+    formatarData,
+    formatarTimelineEtapa,
+    prazoRestante,
+    timelineStatus,
+  } from "$lib/utils/chamados";
+
+  type Ticket = Doc<"tickets">;
+  type TimelineEntry = NonNullable<Ticket["timeline"]>[number];
+
+interface Props {
+  timeline?: Array<TimelineEntry>;
+}
+
+const props = $props<Props>();
+const timeline = $derived<Array<TimelineEntry>>(props.timeline ?? []);
+
+  const badgeClasses: Record<string, string> = {
+    success: "bg-success/20 text-success border-success/40",
+    warning: "bg-warning/20 text-warning border-warning/40",
+    error: "bg-error/20 text-error border-error/40",
+    info: "bg-info/20 text-info border-info/40",
+  };
+
+  function getBadgeClass(entry: TimelineEntry) {
+    const status = timelineStatus(entry);
+    return badgeClasses[status] ?? badgeClasses.info;
+  }
+
+  function getStatusLabel(entry: TimelineEntry) {
+    if (entry.status === "concluido") return "Concluído";
+    if (entry.status === "em_andamento") return "Em andamento";
+    if (entry.status === "vencido") return "Vencido";
+    return "Pendente";
+  }
+
+  function getPrazoDescricao(entry: TimelineEntry) {
+    if (entry.status === "concluido" && entry.concluidoEm) {
+      return `Concluído em ${formatarData(entry.concluidoEm)}`;
+    }
+    if (!entry.prazo) return "Sem prazo definido";
+    return `${formatarData(entry.prazo)} • ${prazoRestante(entry.prazo) ?? ""}`;
+  }
+</script>
+
+<div class="space-y-4">
+  {#if timeline.length === 0}
+    <div class="alert alert-info">
+      <span>Nenhuma etapa registrada ainda.</span>
+    </div>
+  {:else}
+    {#each timeline as entry (entry.etapa + entry.prazo)}
+      <div class="flex gap-3">
+        <div class="relative flex flex-col items-center">
+          <div class={`badge border ${getBadgeClass(entry)}`}>
+            {formatarTimelineEtapa(entry.etapa)}
+          </div>
+          {#if entry !== timeline[timeline.length - 1]}
+            <div class="bg-base-200/80 mt-2 h-full w-px flex-1"></div>
+          {/if}
+        </div>
+        <div class="flex-1 rounded-2xl border border-base-200 bg-base-100/80 p-4 shadow-sm">
+          <div class="flex flex-wrap items-center gap-2">
+            <span class="text-sm font-semibold text-base-content">
+              {getStatusLabel(entry)}
+            </span>
+            {#if entry.status !== "concluido" && entry.prazo}
+              <span class="badge badge-sm badge-outline">
+                {prazoRestante(entry.prazo)}
+              </span>
+            {/if}
+          </div>
+          {#if entry.observacao}
+            <p class="text-base-content/70 mt-2 text-sm">{entry.observacao}</p>
+          {/if}
+          <p class="text-base-content/50 mt-3 text-xs uppercase tracking-wide">
+            {getPrazoDescricao(entry)}
+          </p>
+        </div>
+      </div>
+    {/each}
+  {/if}
+</div>
+