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/utils/chamados.ts

@@ -0,0 +1,123 @@
+import type { Doc } from "@sgse-app/backend/convex/_generated/dataModel";
+
+type Ticket = Doc<"tickets">;
+type TicketStatus = Ticket["status"];
+type TimelineEntry = NonNullable<Ticket["timeline"]>[number];
+
+const UM_DIA_MS = 24 * 60 * 60 * 1000;
+
+const statusConfig: Record<
+  TicketStatus,
+  {
+    label: string;
+    badge: string;
+    description: string;
+  }
+> = {
+  aberto: {
+    label: "Aberto",
+    badge: "badge badge-info badge-outline",
+    description: "Chamado recebido e aguardando triagem.",
+  },
+  em_andamento: {
+    label: "Em andamento",
+    badge: "badge badge-primary",
+    description: "Equipe de TI trabalhando no chamado.",
+  },
+  aguardando_usuario: {
+    label: "Aguardando usuário",
+    badge: "badge badge-warning",
+    description: "Aguardando retorno ou aprovação do solicitante.",
+  },
+  resolvido: {
+    label: "Resolvido",
+    badge: "badge badge-success badge-outline",
+    description: "Solução aplicada, aguardando confirmação.",
+  },
+  encerrado: {
+    label: "Encerrado",
+    badge: "badge badge-success",
+    description: "Chamado finalizado.",
+  },
+  cancelado: {
+    label: "Cancelado",
+    badge: "badge badge-neutral",
+    description: "Chamado cancelado.",
+  },
+};
+
+export function getStatusLabel(status: TicketStatus): string {
+  return statusConfig[status]?.label ?? status;
+}
+
+export function getStatusBadge(status: TicketStatus): string {
+  return statusConfig[status]?.badge ?? "badge";
+}
+
+export function getStatusDescription(status: TicketStatus): string {
+  return statusConfig[status]?.description ?? "";
+}
+
+export function formatarData(timestamp?: number | null) {
+  if (!timestamp) return "--";
+  return new Date(timestamp).toLocaleString("pt-BR", {
+    day: "2-digit",
+    month: "short",
+    hour: "2-digit",
+    minute: "2-digit",
+  });
+}
+
+export function prazoRestante(timestamp?: number | null) {
+  if (!timestamp) return null;
+  const diff = timestamp - Date.now();
+  const dias = Math.floor(diff / UM_DIA_MS);
+  const horas = Math.floor((diff % UM_DIA_MS) / (60 * 60 * 1000));
+
+  if (diff < 0) {
+    return `Vencido há ${Math.abs(dias)}d ${Math.abs(horas)}h`;
+  }
+
+  if (dias === 0 && horas >= 0) {
+    return `Vence em ${horas}h`;
+  }
+
+  return `Vence em ${dias}d ${Math.abs(horas)}h`;
+}
+
+export function corPrazo(timestamp?: number | null) {
+  if (!timestamp) return "info";
+  const diff = timestamp - Date.now();
+  if (diff < 0) return "error";
+  if (diff <= UM_DIA_MS) return "warning";
+  return "success";
+}
+
+export function timelineStatus(entry: TimelineEntry) {
+  if (entry.status === "concluido") {
+    return "success";
+  }
+  if (!entry.prazo) {
+    return "info";
+  }
+  const diff = entry.prazo - Date.now();
+  if (diff < 0) {
+    return "error";
+  }
+  if (diff <= UM_DIA_MS) {
+    return "warning";
+  }
+  return "info";
+}
+
+export function formatarTimelineEtapa(etapa: string) {
+  const mapa: Record<string, string> = {
+    abertura: "Registro",
+    resposta_inicial: "Resposta inicial",
+    conclusao: "Conclusão",
+    encerramento: "Encerramento",
+  };
+
+  return mapa[etapa] ?? etapa;
+}
+