Evidence Summary
- Focused probe
tickets-readonly-probe-20260519T090828Z- Create/trash workflow
ticket-create-trash-20260519T131756Z- Notes workflow
ticket-notes-20260519T132254Z- Detail updates workflow
ticket-detail-updates-20260519T132757Z- Reply/attachment workflow
ticket-reply-attachment-20260519T133213Z- Tasks workflow
ticket-tasks-20260519T133625Z- Task completion workflow
ticket-task-completion-20260519T134310Z- Task conversion workflow
ticket-task-to-ticket-20260519T134926Z- Spam workflow
ticket-spam-20260519T135411Z- Join workflow
ticket-merge-20260519T135959Z- Forward workflow
ticket-forward-20260519T140434Z- Resend workflow
ticket-resend-20260519T141001Z- Task types support file workflow
ticket-task-types-crud-20260519T141538Z- Priorities support file workflow
ticket-priorities-crud-20260519T142035Z- Status support file workflow
ticket-status-crud-20260519T142644Z- Departments support file workflow
ticket-departments-crud-20260519T143230Z- Topics support file workflow
ticket-topics-crud-20260519T143724Z- SLA support file workflow
ticket-slas-crud-20260519T144235Z- Filters support file workflow
ticket-filters-crud-20260519T153928Z- Automatic responses support file workflow
ticket-autoanswer-crud-20260519T155118Z- Macro replies support file workflow
ticket-macro-replies-crud-20260519T152909Z- Routes inspected
/tickets/tickets,/tickets/dashboard,/tickets/tickets/new- Route crawl coverage
34ticket routes- Manuals
- How to Use Tickets; Create and Trash a Ticket; Reply with an Attachment; Manage Ticket Notes; Manage Ticket Tasks; Complete a Ticket Task; Convert a Ticket Task into a Ticket; Mark a Ticket as Spam; Join Tickets; Forward a Ticket; Resend a Failed Ticket Email; Manage Ticket Task Types; Manage Ticket Priorities; Manage Ticket Statuses; Manage Ticket Departments; Manage Ticket Topics; Manage Ticket SLAs; Manage Ticket Filters; Manage Ticket Automatic Responses; Manage Ticket Macro Replies; Update Ticket Detail Fields
Menu Coverage
Verified from menu taxonomy. The Tickets menu contains Tickets, Tasks, Dashboard, and Support Files. Support files include Departments, SLA, Topics, Status, Priorities, Email, Filters, SPAM, Macro Replies, Automatic Responses, resolution models, Access Levels, Task types, and Attachements.
Task types CRUD verified. Manage Ticket Task Types covers create, load, update, delete, and list confirmation for /tickets/apoio/tasks_types.
Priorities CRUD verified. Manage Ticket Priorities covers create, load, update, delete, list confirmation, and the priority form's active/style/icon context.
Status CRUD verified. Manage Ticket Statuses covers create, load, update, delete, list confirmation, and the status form's type, selectable, reopen, active, and ask-time flags.
Departments CRUD verified. Manage Ticket Departments covers list, add page, view page, update, delete, and the department form's email, SLA, reopen status, alert, automatic-close, active, and signature context.
Topics CRUD verified. Manage Ticket Topics covers create, load, update, delete, list confirmation, and the topic form's SLA, label, public, and active context.
SLA CRUD verified. Manage Ticket SLAs covers create, load, update, delete, list confirmation, and the first-response, answer, resolution, and active fields.
Filters CRUD verified. Manage Ticket Filters covers inactive filter creation, required rule/action validation, edit, delete, and list confirmation.
Automatic responses CRUD verified. Manage Ticket Automatic Responses covers inactive response creation, collaborator assignment, update, delete, and list confirmation.
Macro replies CRUD verified. Manage Ticket Macro Replies covers reusable rich-text answer creation, department/topic scoping, reply type, active flag, load, update, delete, and list confirmation.
Generated structural route evidence is available in Generated Tickets Route Manual.
Ticket List
Verified read-only. Route /tickets/tickets opened with title OG - Tickets. The page exposes folders and bulk controls for support queue triage.
| Area | Observed detail |
|---|---|
| Folders | Inbox 137, My tickets 15, Unassigned 112, and Trash. |
| Primary actions | Refresh and New ticket. |
| Filters | Global search field tik_filter_global_search, date registration filter, Filters, Order by, and direction button orderDirection. |
| Bulk actions | Select all, Join, Spam, and Trash. |
| Row actions | Rows expose View actions to open ticket detail pages. |
Spam verified with controlled creation. The Spam bulk action posts tickets / SPAM_tickets with selected ids as list[]. A controlled run with ticket 187 returned {"success":true}; the ticket detail still opened afterward and did not automatically move to trash.
Join verified with controlled creation. The Join bulk action posts tickets / MERGE_tickets with selected ids as list[]. A controlled run with tickets 188 and 189 returned {"success":true,"message":""}; ticket 188 survived and contained both messages, while ticket 189 no longer resolved as a detail page.
Forwarding verified with controlled creation. Whole-ticket forwarding uses tickets / forward_ticket; post-level forwarding uses tickets / forward_post. The controlled invalid recipient aiticket-forward@example.invalid was rejected by both endpoints.
Resend verified with controlled creation. A reply with send_email=1 to an invalid recipient created failed post 219. Resending uses tickets / resend_post with post_id and ticket_id; the controlled resend returned SMTP connect() failed..
Dashboard
Verified read-only. Route /tickets/dashboard opened with title OG - Dashboard. It shows kanban-style ticket groups and filter controls.
| Area | Observed detail |
|---|---|
| Columns | Unassigned 112, In progress 15, and Completed 0. |
| Filters | Department dept_id, Collaborator assign_id defaulting to Demo, and Entity entity. |
| Actions | Filter button and Hide/Show panel toggle. |
| Cards | Cards show ticket number, subject, entity, department, priority, SLA/time-left, task/message counts, and first post snippets. |
New Ticket Form
Verified open, draft-filled, and controlled save. Route /tickets/tickets/new opened with title OG - Tickets. A later controlled workflow created ticket 178 with outbound email and autoresponse disabled, then marked it as trash.
| Section | Observed fields and actions |
|---|---|
| Source | Type choices for Phone, Send email, and Other / Unknown; Entity type choices Employee, Customer, Prospect, Supplier, Business, and Contacts; required Entity new_user_id; Contact Person new_poster; quick New Customer action new_entity_C. |
| Attachements | File input anexo_ticket, drag/drop area, and Attachments System selector system_attach. |
| Note | Optional note editor controlled by checkbox add_note. |
| Details | Required Recipients new_addresses, Subject new_subject, Department new_dept_id, Topic new_topic_id, Status new_status_id, Priority new_prio_id, and Owner new_assign_id. Optional SLA, Business Opportunity, and Campaign selectors. |
| Description / Message | Quick Response Template selector tik_macro_reply, rich text editor, Signature checkbox, Department checkbox, and Send email checkbox send_email. |
| Tasks | Initial Date, Assigned, Task Type, Add Item, and task description editor. |
| Footer | Primary Save button with id enviar. |
Ticket Create and Trash
Verified end to end. Workflow ticket-create-trash-20260519T131756Z created ticket 178 / SUP-2605-25302 for customer 100 Ouvidos Lda, department Suporte Tickets, topic Baixa, status Aberto, priority Normal, and owner Demo.
The create request used tickets / postNewTicket with send_mail=0 and send_autoresponse=0. Cleanup used tickets / UPDATE_ticket with data[is_trash]=1; after detail reload, edit_is_trash was checked.
Ticket Notes
Verified end to end. Workflow ticket-notes-20260519T132254Z created ticket 179, added note 50, loaded the note into the Notes edit modal, edited the note body, deleted the note, verified the edited marker disappeared, and trashed the ticket.
The Note tab add action uses tickets / noteTicket. Existing note actions use load_tik_note, update_tik_note, and delete_tik_note.
Ticket Detail Field Updates
Verified end to end. Workflow ticket-detail-updates-20260519T132757Z created ticket 180, updated priority to Alta, topic to Manutenção Corretiva, status to Espera, and owner to Davidetete Batanete Roberto, verified the values after detail reload, and trashed the ticket.
Each inline detail selector uses tickets / UPDATE_ticket with data[id] plus the changed field: prio_id, topic_id, status_id, or assign_id.
Ticket Reply and Attachments
Verified end to end. Workflow ticket-reply-attachment-20260519T133213Z created ticket 181, posted a reply through replyTicket with send_email=0, uploaded file ai-ticket-attachment-20260519T133213Z.txt, verified attachment id 192 on the timeline, and trashed the ticket.
The Reply tab supports rich text, optional historical posts, signature, macro-ticket creation, system attachments, and uploaded files through anexos[].
Ticket Tasks
Verified end to end. Workflow ticket-tasks-20260519T133625Z created ticket 182, added timeline task 170 from Operations / Add Tasks, verified the task row and controls on the detail page, deleted the task, verified the marker disappeared, and trashed the ticket.
Task creation uses tickets / create_timeline_resolutions with serialized modal form fields. Task completion uses tickets / check_task. Task conversion uses tickets / task_newticket. Task deletion uses tickets / delete_resolution_task.
Network Calls
| Action | Observed purpose |
|---|---|
tickets&option=loadTicketsTree | Returns folder counters and department/status tree. The verified response included Inbox 137, My tickets 15, and Unassigned 112. |
tickets | POST DataTables-style ticket list. The verified response returned recordsTotal: 137 and ticket row metadata such as number, department, status, assignee, SLA, priority, and last post. |
tickets&option=kanban_refresh | Loads dashboard columns by type. Verified types included unsigned, doing, and done. |
tickets&option=MERGE_tickets | Joins selected ticket rows. Verified with list[]=188 and list[]=189; response returned {"success":true,"message":""}. |
tickets&option=SPAM_tickets | Marks selected ticket rows as spam. Verified with list[]=187; response returned {"success":true}. |
tickets&option=forward_ticket, forward_post | Forwards a whole ticket or individual post. Verified invalid-recipient validation on ticket 190 and post 217. |
tickets&option=resend_post | Retries a failed email post. Verified post 219 on ticket 191; response returned SMTP failure metadata. |
tickets&option=create_task_type, load_task_type, update_task_type, delete_task_type | CRUD endpoints for Tickets / Support Files / Task types. Verified task type 10. |
DT_Select_tickets_tasks_types | Lists ticket task type support rows. Used to verify create and post-delete absence. |
createUpdateTikPriority, loadTikPriority, deleteTikPriority | CRUD endpoints for Tickets / Support Files / Priorities. Verified priority 5. |
DT_Select_tickets_priorities | Lists ticket priorities with icon, name, and active flag. Used to verify create and post-delete absence. |
createUpdateTikFilter, deleteTikFilter | CRUD endpoints for Tickets / Support Files / Filters. Verified filter 4 was created inactive, edited, deleted, and absent after delete. |
DT_Select_tickets_filters | Lists ticket filters with name, target, execution order, active flag, rule/action fields, and support-file ids. |
ticketsautoanswer / save_auto_answer, delete_auto_answer | CRUD endpoints for Tickets / Support Files / Automatic Responses. Verified automatic response 5 was created inactive, edited, deleted, and absent after delete. |
DT_Select_tickets_autoanswer | Lists ticket automatic responses with name, collaborator id/name, and active flag. |
tickets&option=postNewTicket | Creates a ticket. Verified ticket 178 with email sending disabled. |
tickets&option=replyTicket | Posts ticket replies. Verified reply on ticket 181 with send_email=0 and uploaded file field anexos[]. |
tickets&option=create_timeline_resolutions | Adds tasks to a ticket timeline from Operations / Add Tasks. Verified task 170. |
tickets&option=check_task | Completes a ticket timeline task. Verified task 172 with checked=1, owner Demo, and 15m. |
tickets&option=task_newticket | Converts a ticket timeline task into a new ticket. Verified task 173 on parent ticket 185 created ticket 186. |
tickets&option=delete_resolution_task | Deletes a ticket timeline task. Verified removal of task 170. |
tickets&option=noteTicket | Adds a ticket note from the ticket detail Note tab. Verified note 50 on ticket 179. |
tickets&option=load_tik_note, update_tik_note, delete_tik_note | Loads an existing note into the edit modal, saves edited HTML, and deletes the note. |
tickets&option=UPDATE_ticket | Updates ticket fields. Verified priority prio_id=3, topic topic_id=2, status status_id=4, owner assign_id=2, and trash flag is_trash=1. |
Sel2_Select | Loads default status Aberto and owner/collaborator Demo. |
Sel2_Select_arrays | Loads priority Normal and collaborator filters. |
Remaining Gaps
- Ticket list, detail, reply, note, task, join, spam, forward, resend, field-update, Task types, Priorities, Status, Departments, Topics, SLA, Filters, Automatic Responses, and Macro Replies workflows now have controlled evidence. Remaining support-file configuration pages are structurally crawled but still need individual save/edit/delete workflow tests.