510 lines
19 KiB
TypeScript
510 lines
19 KiB
TypeScript
"use client";
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import { useEffect, useState } from "react";
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import { useParams } from "next/navigation";
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import { useAuth } from "@/lib/auth";
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import {
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getTicket,
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getComments,
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getTicketEmails,
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addComment,
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updateTicketStatus,
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assignTicket,
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getGroups,
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getTeam,
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type Ticket,
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type Comment,
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type Group,
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type TeamMember,
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type TicketSentEmail,
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type TicketReceivedEmail,
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} from "@/lib/api";
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import BadgeStatus from "@/components/BadgeStatus";
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import BadgePriority from "@/components/BadgePriority";
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import { formatDateTime } from "@/lib/format";
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import Link from "next/link";
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const STATUS_OPTIONS = [
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{ value: "open", label: "Abierto" },
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{ value: "pending", label: "Pendiente" },
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{ value: "in_progress", label: "En Progreso" },
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{ value: "resolved", label: "Resuelto" },
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{ value: "closed", label: "Cerrado" },
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];
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// Hilo único estilo Freshdesk: comentarios + correos enviados desde
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// soporte + respuestas recibidas, ordenados cronológicamente. Las
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// respuestas por email que ya generaron comentario se muestran una
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// sola vez (versión email, con asunto y cuerpo).
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type ThreadItem =
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| { kind: "comment"; key: string; createdAt: string; userName?: string; content: string; isInternal: boolean }
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| { kind: "sent"; key: string; createdAt: string; who: string; subject: string; body?: string; fallback: string }
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| { kind: "received"; key: string; createdAt: string; who: string; subject: string; body?: string; status: string; error?: string };
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function buildThread(
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comments: Comment[],
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sent: TicketSentEmail[],
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received: TicketReceivedEmail[]
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): ThreadItem[] {
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const linked = new Set(
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received.map((r) => r.commentId).filter((v): v is number => typeof v === "number")
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);
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const items: ThreadItem[] = [
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...comments
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.filter((c) => !linked.has(c.id))
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.map((c): ThreadItem => ({
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kind: "comment",
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key: `comment-${c.id}`,
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createdAt: c.createdAt,
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userName: c.userName,
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content: c.content,
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isInternal: c.isInternal,
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})),
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...sent.map((e): ThreadItem => ({
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kind: "sent",
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key: `sent-${e.id}`,
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createdAt: e.createdAt,
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who: e.recipient,
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subject: e.subject,
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body: e.body || undefined,
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fallback: e.template,
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})),
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...received.map((e, i): ThreadItem => ({
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kind: "received",
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key: `recv-${i}-${e.createdAt}`,
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createdAt: e.createdAt,
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who: e.authorEmail,
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subject: e.subject,
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body: e.body || undefined,
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status: e.status,
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error: e.error,
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})),
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];
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return items.sort((a, b) => +new Date(a.createdAt) - +new Date(b.createdAt));
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}
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export default function TicketDetailPage() {
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const params = useParams();
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const id = Number(params.id);
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const { user } = useAuth();
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const isTeam =
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user?.role === "admin" || user?.role === "agent" || user?.role === "supervisor";
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const [ticket, setTicket] = useState<Ticket | null>(null);
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const [comments, setComments] = useState<Comment[]>([]);
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const [sentEmails, setSentEmails] = useState<TicketSentEmail[]>([]);
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const [receivedEmails, setReceivedEmails] = useState<TicketReceivedEmail[]>([]);
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const [groups, setGroups] = useState<Group[]>([]);
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const [team, setTeam] = useState<TeamMember[]>([]);
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const [loading, setLoading] = useState(true);
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const [comment, setComment] = useState("");
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const [isInternal, setIsInternal] = useState(false);
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const [submitting, setSubmitting] = useState(false);
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const [acting, setActing] = useState(false);
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const [error, setError] = useState("");
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const [statusOpen, setStatusOpen] = useState(false);
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const [assignOpen, setAssignOpen] = useState(false);
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useEffect(() => {
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Promise.all([
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getTicket(id).catch(() => null),
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getComments(id).catch(() => []),
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getTicketEmails(id).catch(() => ({ sent: [], received: [] })),
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getGroups().catch(() => []),
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getTeam().catch(() => []),
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])
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.then(([ticketData, commentsData, emailsData, groupsData, teamData]) => {
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setTicket(ticketData);
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setComments(commentsData);
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setSentEmails(emailsData.sent ?? []);
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setReceivedEmails(emailsData.received ?? []);
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setGroups(groupsData);
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setTeam(teamData);
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})
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.finally(() => setLoading(false));
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}, [id]);
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const refreshTicket = async () => {
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const updated = await getTicket(id).catch(() => null);
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if (updated) setTicket(updated);
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};
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const handleAddComment = async (e: React.FormEvent) => {
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e.preventDefault();
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if (!comment.trim()) return;
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setSubmitting(true);
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try {
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await addComment(id, comment, isInternal);
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const updated = await getComments(id).catch(() => []);
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setComments(updated);
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setComment("");
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setIsInternal(false);
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} catch {
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// ignore
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} finally {
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setSubmitting(false);
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}
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};
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const handleStatusChange = async (newStatus: string) => {
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setStatusOpen(false);
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setError("");
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setActing(true);
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try {
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await updateTicketStatus(id, newStatus);
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await refreshTicket();
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} catch (err: unknown) {
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setError(err instanceof Error ? err.message : "No se pudo cambiar el estado");
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} finally {
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setActing(false);
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}
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};
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const handleAssignDepartment = async (groupId: number) => {
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if (!ticket) return;
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setAssignOpen(false);
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setError("");
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setActing(true);
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try {
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await assignTicket(id, ticket.assigneeId ?? 0, groupId);
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await refreshTicket();
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} catch (err: unknown) {
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setError(err instanceof Error ? err.message : "No se pudo asignar el departamento");
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} finally {
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setActing(false);
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}
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};
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const handleAssignAgent = async (idUsuario: string | null) => {
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if (!ticket) return;
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setAssignOpen(false);
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setError("");
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setActing(true);
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try {
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await assignTicket(
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id,
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idUsuario === null ? 0 : Number(idUsuario),
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ticket.groupId ?? undefined
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);
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await refreshTicket();
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} catch (err: unknown) {
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setError(err instanceof Error ? err.message : "No se pudo asignar el agente");
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} finally {
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setActing(false);
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}
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};
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if (loading) {
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return (
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<div className="loading-spinner">
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<div className="spinner-border text-primary" role="status"></div>
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</div>
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);
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}
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if (!ticket) {
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return (
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<div className="empty-state">
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<i className="bi bi-exclamation-triangle d-block"></i>
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<h5>Ticket no encontrado</h5>
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<Link href="/tickets" className="btn btn-primary mt-3">Volver a tickets</Link>
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</div>
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);
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}
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return (
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<div>
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{/* Ticket Header */}
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<div className="ticket-header">
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<div>
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<div className="ticket-number mb-1">
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<Link href="/tickets" className="text-decoration-none me-2">
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<i className="bi bi-arrow-left"></i>
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</Link>
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{ticket.ticketNumber}
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</div>
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<h3 className="ticket-subject">{ticket.title}</h3>
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<div className="d-flex gap-2 mt-2">
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<BadgeStatus status={ticket.status} />
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<BadgePriority priority={ticket.priority} />
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</div>
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</div>
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{isTeam && (
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<div className="d-flex gap-2">
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{/* Status Change (dropdown controlado por React: sin bootstrap.js) */}
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<div className="position-relative">
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<button
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className="btn btn-outline-primary btn-sm"
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disabled={acting}
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onClick={() => {
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setStatusOpen((o) => !o);
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setAssignOpen(false);
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}}
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>
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<i className="bi bi-arrow-repeat me-1"></i>Cambiar Estado
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</button>
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{statusOpen && (
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<>
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<div
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className="position-fixed top-0 start-0 w-100 h-100"
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style={{ zIndex: 1000 }}
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onClick={() => setStatusOpen(false)}
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/>
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<ul className="dropdown-menu show position-absolute end-0" style={{ zIndex: 1001 }}>
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{STATUS_OPTIONS.map((s) => (
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<li key={s.value}>
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<button
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className={`dropdown-item ${ticket.status === s.value ? "active" : ""}`}
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onClick={() => handleStatusChange(s.value)}
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>
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{s.label}
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</button>
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</li>
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))}
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</ul>
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</>
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)}
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</div>
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{/* Assign (dropdown controlado por React: sin bootstrap.js) */}
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<div className="position-relative">
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<button
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className="btn btn-outline-primary btn-sm"
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disabled={acting}
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onClick={() => {
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setAssignOpen((o) => !o);
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setStatusOpen(false);
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}}
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>
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<i className="bi bi-person-plus me-1"></i>Asignar
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</button>
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{assignOpen && (
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<>
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<div
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className="position-fixed top-0 start-0 w-100 h-100"
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style={{ zIndex: 1000 }}
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onClick={() => setAssignOpen(false)}
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/>
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<ul className="dropdown-menu show position-absolute end-0" style={{ zIndex: 1001, minWidth: "220px" }}>
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<li>
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<h6 className="dropdown-header">Departamento</h6>
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</li>
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{groups.length === 0 && (
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<li><span className="dropdown-item-text text-muted">Sin departamentos</span></li>
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)}
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{groups.map((g) => (
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<li key={g.id}>
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<button
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className={`dropdown-item ${ticket.groupId === g.id ? "active" : ""}`}
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onClick={() => handleAssignDepartment(g.id)}
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>
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<i className="bi bi-diagram-3 me-2"></i>{g.name}
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</button>
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</li>
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))}
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<li><hr className="dropdown-divider" /></li>
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<li>
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<h6 className="dropdown-header">Agente</h6>
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</li>
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<li>
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<button className="dropdown-item" onClick={() => handleAssignAgent(null)}>
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<i className="bi bi-person-dash me-2"></i>Sin asignar
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</button>
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</li>
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{team.map((m) => (
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<li key={m.idUsuario}>
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<button
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className="dropdown-item"
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onClick={() => handleAssignAgent(m.idUsuario)}
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>
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<i className="bi bi-person me-2"></i>
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{m.nombres} {m.apPaterno}
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</button>
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</li>
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))}
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</ul>
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</>
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)}
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</div>
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</div>
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)}
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</div>
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{error && (
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<div className="alert alert-danger py-2" role="alert">
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<i className="bi bi-exclamation-circle me-2"></i>
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{error}
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</div>
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)}
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<div className="row g-4">
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{/* Conversación estilo Freshdesk: comentarios + hilo de correos */}
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<div className="col-lg-8">
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<div className="card mb-4">
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<div className="card-header d-flex align-items-center gap-2">
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<i className="bi bi-chat-dots" style={{ color: "var(--primary)" }}></i>
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Conversación ({buildThread(comments, sentEmails, receivedEmails).length})
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</div>
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<div className="card-body" style={{ maxHeight: "600px", overflowY: "auto" }}>
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{(() => {
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const thread = buildThread(comments, sentEmails, receivedEmails);
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if (thread.length === 0) {
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return (
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<div className="text-center text-muted py-4">
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<i className="bi bi-chat fs-3 d-block mb-2" style={{ opacity: 0.3 }}></i>
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Sin conversación aún
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</div>
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);
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}
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return thread.map((m) => {
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if (m.kind === "comment") {
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return (
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<div key={m.key} className={`comment comment-agent ${m.isInternal ? "comment-internal" : ""}`}>
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<div className="comment-bubble">
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<div className="comment-author">
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{m.userName || "Usuario"}
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{m.isInternal && (
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<span className="badge bg-warning text-dark ms-2" style={{ fontSize: "0.65rem" }}>
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Nota Interna
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</span>
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)}
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</div>
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<div className="comment-text">{m.content}</div>
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<div className="comment-time">{formatDateTime(m.createdAt)}</div>
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</div>
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</div>
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);
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}
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const isSent = m.kind === "sent";
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return (
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<div key={m.key} className="comment comment-agent">
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<div className="comment-bubble">
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<div className="comment-author">
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<span
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className={`badge ${isSent ? "bg-primary" : "bg-success"} me-2`}
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title={isSent ? "Enviado desde soporte" : "Respuesta recibida por correo"}
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>
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<i className={`bi ${isSent ? "bi-send" : "bi-inbox"}`}></i>
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</span>
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{isSent ? `Soporte → ${m.who}` : `De: ${m.who}`}
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</div>
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<div className="fw-semibold" style={{ fontSize: "0.85rem" }}>{m.subject}</div>
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{isSent ? (
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m.body ? (
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<div
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className="comment-text"
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dangerouslySetInnerHTML={{ __html: m.body }}
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/>
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) : (
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<div className="comment-text text-muted">Plantilla: {m.fallback}</div>
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)
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) : m.body ? (
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<div className="comment-text" style={{ whiteSpace: "pre-wrap" }}>{m.body}</div>
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) : (
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<div className="comment-text text-muted">
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{m.status === "inserted"
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? "Agregado como comentario"
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: `Omitido: ${m.error || m.status}`}
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</div>
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)}
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<div className="comment-time">{formatDateTime(m.createdAt)}</div>
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</div>
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</div>
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);
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});
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})()}
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<small className="text-muted d-block mt-2">
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Las respuestas con etiqueta HD-{String(id).padStart(6, "0")} en el asunto
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llegan a este hilo (ingesta cada 5 min).
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</small>
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</div>
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</div>
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{/* Comment Form */}
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<div className="comment-form">
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<form onSubmit={handleAddComment}>
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<div className="mb-3">
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<textarea
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className="form-control"
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rows={3}
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placeholder="Escribe tu comentario..."
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value={comment}
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onChange={(e) => setComment(e.target.value)}
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required
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></textarea>
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</div>
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<div className="d-flex align-items-center justify-content-between">
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<div className="form-check">
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<input
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className="form-check-input"
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type="checkbox"
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id="internalCheck"
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checked={isInternal}
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onChange={(e) => setIsInternal(e.target.checked)}
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/>
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<label className="form-check-label" htmlFor="internalCheck" style={{ fontSize: "0.85rem" }}>
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<i className="bi bi-eye-slash me-1"></i>
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Nota interna (solo agentes)
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</label>
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</div>
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<button
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type="submit"
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className="btn btn-primary"
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disabled={!comment.trim() || submitting}
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>
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{submitting ? (
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<span className="spinner-border spinner-border-sm" role="status"></span>
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) : (
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<>
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<i className="bi bi-send me-2"></i>Enviar
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</>
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)}
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</button>
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</div>
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</form>
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</div>
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</div>
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{/* Ticket Info Sidebar */}
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<div className="col-lg-4">
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<div className="ticket-info-card">
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<h6>Información del Ticket</h6>
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<div className="ticket-info-row">
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<span className="label">Solicitante</span>
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<span className="value">{ticket.requesterName || "N/A"}</span>
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</div>
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<div className="ticket-info-row">
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<span className="label">Email</span>
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<span className="value" style={{ fontSize: "0.8rem" }}>{ticket.requesterEmail || "N/A"}</span>
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</div>
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<div className="ticket-info-row">
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<span className="label">Asignado a</span>
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<span className="value">{ticket.assigneeName || "Sin asignar"}</span>
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</div>
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<div className="ticket-info-row">
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<span className="label">Grupo</span>
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<span className="value">{ticket.groupName || "N/A"}</span>
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</div>
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<div className="ticket-info-row">
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<span className="label">Creado</span>
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<span className="value">{formatDateTime(ticket.createdAt)}</span>
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</div>
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<div className="ticket-info-row">
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<span className="label">Actualizado</span>
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<span className="value">{formatDateTime(ticket.updatedAt)}</span>
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</div>
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</div>
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{/* Description */}
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<div className="ticket-info-card">
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<h6>Descripción</h6>
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<p style={{ fontSize: "0.875rem", lineHeight: 1.6, marginBottom: 0 }}>
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{ticket.description || "Sin descripción"}
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</p>
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|
</div>
|
|
</div>
|
|
</div>
|
|
</div>
|
|
);
|
|
}
|