Notes, Issues & Support Tickets — UI Remaining Work

Backend is fully built and deployed. Alembic migrations applied. This file tracks ONLY the remaining frontend work. Migration strategy has moved to DATABASE_MIGRATION.md.

What's done

backend/notes/ — ORM, models, service, router (mounted at /api/notes)
backend/tickets/ — ORM, models, service, router (mounted at /api/tickets)
Alembic migrations applied: entries, entry_links, support_tickets, ticket_messages
frontend/src/pages/crm/comms/helpdesk/TicketsTab.jsx — tickets tab on comms page
frontend/src/modals/crm/helpdesk/CreateTicketModal.jsx

What's remaining

7.1 Global Notes & Issues page

Page at frontend/src/pages/crm/notes/NotesPage.jsx, route /crm/notes.

Features:

<Tabs> with "Notes" and "Issues" tabs — filters type on GET /api/notes
<DataTable> columns: title, type badge, status badge, severity badge, linked entities (chips), author, date
Create button → opens <EntryFormModal>
Click row → opens <EntryDetailModal>
Filters: status, severity
<Pagination>

Modal at frontend/src/modals/crm/notes/EntryFormModal.jsx.

Fields:

Type selector (note / issue) — conditionally shows status + severity when type = issue
Title (<FormField type="text">)
Body (<FormField type="textarea">)
Status selector (issue only, <FormField type="select">)
Severity selector (issue only, <FormField type="select">)
Linked entities: searchable selects for devices, app users, customers

7.3 Device detail page — Notes & Issues tab

Add a "Notes & Issues" tab to the existing device detail page. Calls GET /api/notes/by-entity/device/:deviceId. Shows compact entry list. Inline "Add note" / "Add issue" buttons that pre-fill the device link.

7.4 Customer detail page — Notes, Issues & Tickets tabs

Notes & Issues tab: calls GET /api/notes/by-entity/customer/:customerId

Support Tickets tab:

Calls GET /api/tickets/by-customer/:customerId
Ticket list with status + priority badges
Click row → opens <TicketThreadModal>

7.5 Global Support Tickets page

Page at frontend/src/pages/crm/tickets/TicketsPage.jsx, route /crm/tickets.

Features:

<DataTable> columns: subject, customer name, device serial, status badge, priority badge, opened via, last updated
Click row → opens ticket thread view
Create ticket button
Filters: status, priority, customer, device
<Pagination>

Modal at frontend/src/modals/crm/tickets/TicketThreadModal.jsx.

Ticket subject, customer, device, status, priority at the top
Message thread — chronological, oldest first
Internal notes visually distinct (different background, lock icon) — never shown to customers
Reply form at the bottom: toggle between "Reply to customer" and "Internal note"
Status change accessible from the thread view
"Escalate to issue" button — links to an existing issue entry

API quick reference

GET  /api/notes                          list notes/issues (type, status, severity, page, limit)
GET  /api/notes/by-entity/:type/:id      notes for a device or customer
POST /api/notes                          create note or issue
PATCH /api/notes/:id                     update
PATCH /api/notes/:id/links               replace entity links
DELETE /api/notes/:id

GET  /api/tickets                        list tickets (status, priority, customer_id, page, limit)
GET  /api/tickets/by-customer/:id
GET  /api/tickets/by-device/:id
POST /api/tickets
PATCH /api/tickets/:id
POST /api/tickets/:id/messages
POST /api/tickets/:id/escalate

Entry type rules

Field	Note	Issue
`type`	`'note'`	`'issue'`
`status`	always null	required: open / in_progress / resolved
`severity`	always null	optional: low / medium / high / critical

Ticket status flow

open → waiting_on_customer → waiting_on_staff → resolved → closed
         (staff replied)        (customer replied)

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