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/routes/(dashboard)/abrir-chamado/+page.svelte

@@ -0,0 +1,247 @@
+<script lang="ts">
+  import { onMount } from "svelte";
+  import { useConvexClient } from "convex-svelte";
+  import { api } from "@sgse-app/backend/convex/_generated/api";
+  import type { Doc, Id } from "@sgse-app/backend/convex/_generated/dataModel";
+  import TicketForm from "$lib/components/chamados/TicketForm.svelte";
+  import TicketTimeline from "$lib/components/chamados/TicketTimeline.svelte";
+  import { chamadosStore } from "$lib/stores/chamados";
+  import { resolve } from "$app/paths";
+
+  type Ticket = Doc<"tickets">;
+  type SlaConfig = Doc<"slaConfigs">;
+
+  const client = useConvexClient();
+
+  let slaConfigs = $state<Array<SlaConfig>>([]);
+  let carregandoSla = $state(true);
+  let submitLoading = $state(false);
+  let resetSignal = $state(0);
+  let feedback = $state<{ tipo: "success" | "error"; mensagem: string; numero?: string } | null>(
+    null,
+  );
+
+  const exemploTimeline = $state<NonNullable<Ticket["timeline"]>>([
+    {
+      etapa: "abertura",
+      status: "concluido",
+      prazo: Date.now(),
+      concluidoEm: Date.now(),
+      observacao: "Chamado criado",
+    },
+    {
+      etapa: "resposta_inicial",
+      status: "pendente",
+      prazo: Date.now() + 4 * 60 * 60 * 1000,
+    },
+    {
+      etapa: "conclusao",
+      status: "pendente",
+      prazo: Date.now() + 24 * 60 * 60 * 1000,
+    },
+  ]);
+
+  onMount(() => {
+    carregarSlaConfigs();
+  });
+
+  async function carregarSlaConfigs() {
+    try {
+      carregandoSla = true;
+      const lista = await client.query(api.chamados.listarSlaConfigs, {});
+      slaConfigs = lista ?? [];
+    } catch (error) {
+      console.error("Erro ao carregar SLA:", error);
+      slaConfigs = [];
+    } finally {
+      carregandoSla = false;
+    }
+  }
+
+  async function uploadArquivo(file: File) {
+    const uploadUrl = await client.mutation(api.chamados.generateUploadUrl, {});
+
+    const response = await fetch(uploadUrl, {
+      method: "POST",
+      headers: { "Content-Type": file.type },
+      body: file,
+    });
+
+    const data = await response.json();
+    if (!data?.storageId) {
+      throw new Error("Falha ao enviar arquivo. Tente novamente.");
+    }
+
+    return {
+      arquivoId: data.storageId as Id<"_storage">,
+      nome: file.name,
+      tipo: file.type,
+      tamanho: file.size,
+    };
+  }
+
+  async function handleSubmit(event: CustomEvent<{ values: any }>) {
+    const { values } = event.detail;
+    try {
+      submitLoading = true;
+      feedback = null;
+
+      const anexos = [];
+      for (const file of values.anexos ?? []) {
+        const uploaded = await uploadArquivo(file);
+        anexos.push(uploaded);
+      }
+
+      const resultado = await client.mutation(api.chamados.abrirChamado, {
+        titulo: values.titulo,
+        descricao: values.descricao,
+        tipo: values.tipo,
+        categoria: values.categoria,
+        prioridade: values.prioridade,
+        slaConfigId: values.slaConfigId,
+        canalOrigem: values.canalOrigem,
+        anexos,
+      });
+
+      feedback = {
+        tipo: "success",
+        mensagem: "Chamado registrado com sucesso! Você pode acompanhar pelo seu perfil.",
+        numero: resultado.numero,
+      };
+      resetSignal = resetSignal + 1;
+
+      // Atualizar store local
+      const novoTicket = await client.query(api.chamados.obterChamado, {
+        ticketId: resultado.ticketId,
+      });
+      if (novoTicket?.ticket) {
+        chamadosStore.upsertTicket(novoTicket.ticket);
+        chamadosStore.setDetalhe(resultado.ticketId, novoTicket);
+      }
+    } catch (error) {
+      const mensagem =
+        error instanceof Error ? error.message : "Erro ao enviar o chamado. Tente novamente.";
+      feedback = {
+        tipo: "error",
+        mensagem,
+      };
+    } finally {
+      submitLoading = false;
+    }
+  }
+</script>
+
+<main class="mx-auto w-full max-w-6xl space-y-10 px-4 py-8">
+  <section
+    class="relative overflow-hidden rounded-3xl border border-primary/30 bg-linear-to-br from-primary/10 via-base-100 to-secondary/20 p-10 shadow-2xl"
+  >
+    <div class="absolute -left-16 top-0 h-52 w-52 rounded-full bg-primary/20 blur-3xl"></div>
+    <div class="absolute -bottom-20 right-0 h-64 w-64 rounded-full bg-secondary/20 blur-3xl"></div>
+
+    <div class="relative z-10 space-y-4">
+      <span
+        class="inline-flex items-center gap-2 rounded-full border border-primary/40 bg-primary/10 px-4 py-1 text-xs font-semibold uppercase tracking-[0.28em] text-primary"
+      >
+        Central de Chamados
+      </span>
+      <div class="flex flex-col gap-6 lg:flex-row lg:items-end lg:justify-between">
+        <div class="max-w-3xl space-y-4">
+          <h1 class="text-4xl font-black leading-tight text-base-content sm:text-5xl">
+            Abrir novo chamado
+          </h1>
+          <p class="text-base text-base-content/70 sm:text-lg">
+            Registre reclamações, sugestões, elogios ou chamados técnicos. Toda interação gera
+            notificações automáticas via e-mail e chat com a assinatura do SGSE.
+          </p>
+          <div class="flex flex-wrap gap-3 text-sm text-base-content/70">
+            <span class="badge badge-success badge-sm">Resposta ágil</span>
+            <span class="badge badge-info badge-sm">Timeline com SLA</span>
+            <span class="badge badge-warning badge-sm">Alertas de vencimento</span>
+          </div>
+        </div>
+        <a href={resolve("/perfil/chamados")} class="btn btn-outline btn-sm">
+          Acompanhar meus chamados
+        </a>
+      </div>
+    </div>
+  </section>
+
+  {#if feedback}
+    <div class={`alert ${feedback.tipo === "success" ? "alert-success" : "alert-error"} shadow-lg`}>
+      <div>
+        <span class="font-semibold">{feedback.mensagem}</span>
+        {#if feedback.numero}
+          <p class="text-sm">Número do ticket: {feedback.numero}</p>
+        {/if}
+      </div>
+    </div>
+  {/if}
+
+  <div class="grid gap-8 lg:grid-cols-3">
+    <div class="lg:col-span-2">
+      <div class="rounded-3xl border border-base-200 bg-base-100/90 p-6 shadow-xl">
+        <h2 class="text-xl font-semibold text-base-content">Formulário</h2>
+        <p class="text-base-content/60 text-sm">
+          Informe os detalhes para que nossa equipe possa priorizar o atendimento.
+        </p>
+        <div class="mt-6">
+          {#if resetSignal % 2 === 0}
+            <TicketForm {slaConfigs} loading={submitLoading} on:submit={handleSubmit} />
+          {:else}
+            <TicketForm {slaConfigs} loading={submitLoading} on:submit={handleSubmit} />
+          {/if}
+        </div>
+      </div>
+    </div>
+
+    <aside class="space-y-6">
+      <div class="rounded-3xl border border-base-200 bg-base-100/90 p-6 shadow-lg">
+        <h3 class="font-semibold text-base-content">Configurações de SLA</h3>
+        {#if carregandoSla}
+          <div class="flex items-center justify-center py-6">
+            <span class="loading loading-spinner loading-md"></span>
+          </div>
+        {:else if slaConfigs.length === 0}
+          <p class="text-sm text-base-content/60">
+            Nenhuma configuração customizada cadastrada. Os prazos padrão serão aplicados (Resposta:
+            4h, Conclusão: 24h).
+          </p>
+        {:else}
+          <div class="mt-4 space-y-4">
+            {#each slaConfigs as sla (sla._id)}
+              <div class="rounded-2xl border border-primary/20 bg-primary/5 p-4">
+                <p class="text-sm font-semibold text-primary">{sla.nome}</p>
+                <p class="text-xs text-base-content/60">{sla.descricao}</p>
+                <div class="mt-3 grid grid-cols-2 gap-2 text-xs">
+                  <div class="rounded-xl bg-base-100/90 p-2 text-center">
+                    <p class="font-semibold">{sla.tempoRespostaHoras}h</p>
+                    <p class="text-base-content/60">Resposta</p>
+                  </div>
+                  <div class="rounded-xl bg-base-100/90 p-2 text-center">
+                    <p class="font-semibold">{sla.tempoConclusaoHoras}h</p>
+                    <p class="text-base-content/60">Conclusão</p>
+                  </div>
+                </div>
+                {#if sla.alertaAntecedenciaHoras}
+                  <p class="text-[11px] text-base-content/50 mt-2">
+                    Alerta {sla.alertaAntecedenciaHoras}h antes do prazo.
+                  </p>
+                {/if}
+              </div>
+            {/each}
+          </div>
+        {/if}
+      </div>
+
+      <div class="rounded-3xl border border-base-200 bg-base-100/90 p-6 shadow-lg">
+        <h3 class="font-semibold text-base-content">Como funciona a timeline</h3>
+        <p class="text-sm text-base-content/60 mb-4">
+          Todas as etapas do ticket são monitoradas automaticamente. Os prazos mudam de cor conforme
+          o SLA.
+        </p>
+        <TicketTimeline timeline={exemploTimeline} />
+      </div>
+    </aside>
+  </div>
+</main>
+