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.
2025-11-14 22:50:03 -03:00
parent 9b3b095c01
commit 118051ad56
17 changed files with 2353 additions and 358 deletions
--- a/packages/backend/convex/schema.ts
+++ b/packages/backend/convex/schema.ts
@@ -769,4 +769,173 @@ export default defineSchema({
    .index("by_timestamp", ["timestamp"])
    .index("by_status", ["status"])
    .index("by_config", ["configId", "timestamp"]),
+
+  tickets: defineTable({
+    numero: v.string(),
+    titulo: v.string(),
+    descricao: v.string(),
+    tipo: v.union(
+      v.literal("reclamacao"),
+      v.literal("elogio"),
+      v.literal("sugestao"),
+      v.literal("chamado")
+    ),
+    categoria: v.optional(v.string()),
+    status: v.union(
+      v.literal("aberto"),
+      v.literal("em_andamento"),
+      v.literal("aguardando_usuario"),
+      v.literal("resolvido"),
+      v.literal("encerrado"),
+      v.literal("cancelado")
+    ),
+    prioridade: v.union(
+      v.literal("baixa"),
+      v.literal("media"),
+      v.literal("alta"),
+      v.literal("critica")
+    ),
+    solicitanteId: v.id("usuarios"),
+    solicitanteNome: v.string(),
+    solicitanteEmail: v.string(),
+    responsavelId: v.optional(v.id("usuarios")),
+    setorResponsavel: v.optional(v.string()),
+    slaConfigId: v.optional(v.id("slaConfigs")),
+    conversaId: v.optional(v.id("conversas")),
+    prazoResposta: v.optional(v.number()),
+    prazoConclusao: v.optional(v.number()),
+    prazoEncerramento: v.optional(v.number()),
+    timeline: v.optional(
+      v.array(
+        v.object({
+          etapa: v.string(),
+          status: v.union(
+            v.literal("pendente"),
+            v.literal("em_andamento"),
+            v.literal("concluido"),
+            v.literal("vencido")
+          ),
+          prazo: v.optional(v.number()),
+          concluidoEm: v.optional(v.number()),
+          observacao: v.optional(v.string()),
+        })
+      )
+    ),
+    alertasEmitidos: v.optional(
+      v.array(
+        v.object({
+          tipo: v.union(
+            v.literal("resposta"),
+            v.literal("conclusao"),
+            v.literal("encerramento")
+          ),
+          emitidoEm: v.number(),
+        })
+      )
+    ),
+    anexos: v.optional(
+      v.array(
+        v.object({
+          arquivoId: v.id("_storage"),
+          nome: v.optional(v.string()),
+          tipo: v.optional(v.string()),
+          tamanho: v.optional(v.number()),
+        })
+      )
+    ),
+    tags: v.optional(v.array(v.string())),
+    canalOrigem: v.optional(v.string()),
+    ultimaInteracaoEm: v.number(),
+    criadoEm: v.number(),
+    atualizadoEm: v.number(),
+  })
+    .index("by_numero", ["numero"])
+    .index("by_status", ["status"])
+    .index("by_solicitante", ["solicitanteId", "status"])
+    .index("by_responsavel", ["responsavelId", "status"])
+    .index("by_setor", ["setorResponsavel", "status"]),
+
+  ticketInteractions: defineTable({
+    ticketId: v.id("tickets"),
+    autorId: v.optional(v.id("usuarios")),
+    origem: v.union(
+      v.literal("usuario"),
+      v.literal("ti"),
+      v.literal("sistema")
+    ),
+    tipo: v.union(
+      v.literal("mensagem"),
+      v.literal("status"),
+      v.literal("anexo"),
+      v.literal("alerta")
+    ),
+    conteudo: v.string(),
+    anexos: v.optional(
+      v.array(
+        v.object({
+          arquivoId: v.id("_storage"),
+          nome: v.optional(v.string()),
+          tipo: v.optional(v.string()),
+          tamanho: v.optional(v.number()),
+        })
+      )
+    ),
+    statusAnterior: v.optional(
+      v.union(
+        v.literal("aberto"),
+        v.literal("em_andamento"),
+        v.literal("aguardando_usuario"),
+        v.literal("resolvido"),
+        v.literal("encerrado"),
+        v.literal("cancelado")
+      )
+    ),
+    statusNovo: v.optional(
+      v.union(
+        v.literal("aberto"),
+        v.literal("em_andamento"),
+        v.literal("aguardando_usuario"),
+        v.literal("resolvido"),
+        v.literal("encerrado"),
+        v.literal("cancelado")
+      )
+    ),
+    visibilidade: v.union(
+      v.literal("publico"),
+      v.literal("interno")
+    ),
+    criadoEm: v.number(),
+  })
+    .index("by_ticket", ["ticketId"])
+    .index("by_ticket_type", ["ticketId", "tipo"])
+    .index("by_autor", ["autorId"]),
+
+  slaConfigs: defineTable({
+    nome: v.string(),
+    descricao: v.optional(v.string()),
+    setores: v.optional(v.array(v.string())),
+    tempoRespostaHoras: v.number(),
+    tempoConclusaoHoras: v.number(),
+    tempoEncerramentoHoras: v.optional(v.number()),
+    alertaAntecedenciaHoras: v.number(),
+    ativo: v.boolean(),
+    criadoPor: v.id("usuarios"),
+    atualizadoPor: v.optional(v.id("usuarios")),
+    criadoEm: v.number(),
+    atualizadoEm: v.number(),
+  })
+    .index("by_ativo", ["ativo"])
+    .index("by_nome", ["nome"]),
+
+  ticketAssignments: defineTable({
+    ticketId: v.id("tickets"),
+    responsavelId: v.id("usuarios"),
+    atribuidoPor: v.id("usuarios"),
+    motivo: v.optional(v.string()),
+    ativo: v.boolean(),
+    criadoEm: v.number(),
+    encerradoEm: v.optional(v.number()),
+  })
+    .index("by_ticket", ["ticketId", "ativo"])
+    .index("by_responsavel", ["responsavelId", "ativo"]),
 });