feat(ticket-module): Implement ticket system with comprehensive database schema, permissions, and testing suite

- Added migration 025 for the Ticket System, creating tables for tickets, comments, attachments, worklogs, prepaid cards, and audit logs.
- Introduced migration 026 to add ticket-related permissions to the auth system and assign them to user groups.
- Developed a test suite for the Ticket Module, validating database schema, ticket number generation, prepaid card constraints, service logic, worklog creation, audit logging, and views.

app/core/config.py

@@ -67,6 +67,19 @@ class Settings(BaseSettings):
     OLLAMA_ENDPOINT: str = "http://ai_direct.cs.blaahund.dk"
     OLLAMA_MODEL: str = "qwen2.5-coder:7b"  # qwen2.5-coder fungerer bedre til JSON udtrækning
     
+    # Ticket System Module
+    TICKET_ENABLED: bool = True
+    TICKET_EMAIL_INTEGRATION: bool = False  # 🚨 SAFETY: Disable email-to-ticket until configured
+    TICKET_AUTO_ASSIGN: bool = False  # Auto-assign tickets based on rules
+    TICKET_DEFAULT_PRIORITY: str = "normal"  # low|normal|high|urgent
+    TICKET_REQUIRE_CUSTOMER: bool = False  # Allow tickets without customer link
+    TICKET_NOTIFICATION_ENABLED: bool = False  # Notify on status changes
+    
+    # Ticket System - e-conomic Integration
+    TICKET_ECONOMIC_READ_ONLY: bool = True  # 🚨 SAFETY: Block all writes to e-conomic
+    TICKET_ECONOMIC_DRY_RUN: bool = True    # 🚨 SAFETY: Log without executing
+    TICKET_ECONOMIC_AUTO_EXPORT: bool = False  # Auto-export billable worklog
+    
     # Email System Configuration
     EMAIL_TO_TICKET_ENABLED: bool = False  # 🚨 SAFETY: Disable auto-processing until configured
     

app/services/email_workflow_service.py

@@ -266,7 +266,8 @@ class EmailWorkflowService:
         try:
             # Dispatch to specific action handler
             handler_map = {
-                'create_ticket': self._action_create_ticket,
+                'create_ticket': self._action_create_ticket_system,
+                'link_email_to_ticket': self._action_link_email_to_ticket,
                 'create_time_entry': self._action_create_time_entry,
                 'link_to_vendor': self._action_link_to_vendor,
                 'link_to_customer': self._action_link_to_customer,
@@ -302,19 +303,81 @@ class EmailWorkflowService:
     
     # Action Handlers
     
-    async def _action_create_ticket(self, params: Dict, email_data: Dict) -> Dict:
-        """Create a ticket/case from email"""
-        module = params.get('module', 'support_cases')
-        priority = params.get('priority', 'normal')
+    async def _action_create_ticket_system(self, params: Dict, email_data: Dict) -> Dict:
+        """Create a ticket from email using new ticket system"""
+        from app.ticket.backend.email_integration import EmailTicketIntegration
         
-        # TODO: Integrate with actual case/ticket system
-        logger.info(f"🎫 Would create ticket in module '{module}' with priority '{priority}'")
+        # Build email_data dict for ticket integration
+        ticket_email_data = {
+            'message_id': email_data.get('message_id'),
+            'subject': email_data.get('subject'),
+            'from_address': email_data.get('sender_email'),
+            'body': email_data.get('body_text', ''),
+            'html_body': email_data.get('body_html'),
+            'received_at': email_data.get('received_date').isoformat() if email_data.get('received_date') else None,
+            'in_reply_to': None,  # TODO: Extract from email headers
+            'references': None  # TODO: Extract from email headers
+        }
+        
+        # Get params from workflow
+        customer_id = params.get('customer_id') or email_data.get('customer_id')
+        assigned_to_user_id = params.get('assigned_to_user_id')
+        
+        logger.info(f"🎫 Creating ticket from email: {email_data.get('message_id')}")
+        
+        result = await EmailTicketIntegration.process_email_for_ticket(
+            email_data=ticket_email_data,
+            customer_id=customer_id,
+            assigned_to_user_id=assigned_to_user_id
+        )
+        
+        logger.info(f"✅ Created ticket {result.get('ticket_number')} from email")
         
         return {
             'action': 'create_ticket',
-            'module': module,
-            'priority': priority,
-            'note': 'Ticket creation not yet implemented'
+            'ticket_id': result.get('ticket_id'),
+            'ticket_number': result.get('ticket_number'),
+            'created': result.get('created', False),
+            'linked': result.get('linked', False)
+        }
+    
+    async def _action_link_email_to_ticket(self, params: Dict, email_data: Dict) -> Dict:
+        """Link email to existing ticket"""
+        from app.ticket.backend.email_integration import EmailTicketIntegration
+        
+        ticket_number = params.get('ticket_number')
+        
+        if not ticket_number:
+            logger.warning("⚠️ No ticket_number provided for link_email_to_ticket action")
+            return {
+                'action': 'link_email_to_ticket',
+                'status': 'failed',
+                'error': 'ticket_number required'
+            }
+        
+        ticket_email_data = {
+            'message_id': email_data.get('message_id'),
+            'subject': email_data.get('subject'),
+            'from_address': email_data.get('sender_email'),
+            'body': email_data.get('body_text', ''),
+            'html_body': email_data.get('body_html'),
+            'received_at': email_data.get('received_date').isoformat() if email_data.get('received_date') else None,
+        }
+        
+        logger.info(f"🔗 Linking email to ticket {ticket_number}")
+        
+        result = await EmailTicketIntegration.link_email_to_ticket(
+            ticket_number=ticket_number,
+            email_data=ticket_email_data
+        )
+        
+        logger.info(f"✅ Linked email to ticket {ticket_number}")
+        
+        return {
+            'action': 'link_email_to_ticket',
+            'ticket_id': result.get('ticket_id'),
+            'ticket_number': result.get('ticket_number'),
+            'linked': True
         }
     
     async def _action_create_time_entry(self, params: Dict, email_data: Dict) -> Dict:

app/shared/frontend/base.html

@@ -231,8 +231,12 @@
                         <i class="bi bi-headset me-2"></i>Support
                     </a>
                     <ul class="dropdown-menu mt-2">
-                        <li><a class="dropdown-item py-2" href="#">Sager</a></li>
-                        <li><a class="dropdown-item py-2" href="#">Ny Sag</a></li>
+                        <li><a class="dropdown-item py-2" href="/ticket/dashboard"><i class="bi bi-speedometer2 me-2"></i>Dashboard</a></li>
+                        <li><a class="dropdown-item py-2" href="/ticket/tickets"><i class="bi bi-ticket-detailed me-2"></i>Alle Tickets</a></li>
+                        <li><a class="dropdown-item py-2" href="/ticket/worklog/review"><i class="bi bi-clock-history me-2"></i>Godkend Worklog</a></li>
+                        <li><hr class="dropdown-divider"></li>
+                        <li><a class="dropdown-item py-2" href="#">Ny Ticket</a></li>
+                        <li><a class="dropdown-item py-2" href="#">Klippekort</a></li>
                         <li><hr class="dropdown-divider"></li>
                         <li><a class="dropdown-item py-2" href="#">Knowledge Base</a></li>
                     </ul>
@@ -491,9 +495,11 @@
     </div>
 </div>
 
+{% block content_wrapper %}
 <div class="container-fluid px-4 py-4">
     {% block content %}{% endblock %}
 </div>
+{% endblock %}
 
 <script src="https://cdn.jsdelivr.net/npm/bootstrap@5.3.2/dist/js/bootstrap.bundle.min.js"></script>
 <script>

app/ticket/__init__.py

@@ -0,0 +1,10 @@
+"""
+Ticket System & Klippekort Module
+==================================
+
+Isoleret modul til ticket management og klippekort (prepaid time cards).
+
+Alle tabeller bruger 'tticket_' prefix og kan uninstalleres uden at påvirke core data.
+"""
+
+__version__ = "1.0.0"

app/ticket/backend/__init__.py

@@ -0,0 +1,6 @@
+"""
+Ticket Module Backend
+=====================
+
+Business logic, API endpoints, og services for ticket-systemet.
+"""

app/ticket/backend/economic_export.py

@@ -0,0 +1,402 @@
+"""
+E-conomic Export Service for Ticket System
+Exports billable worklog entries to e-conomic as invoice lines
+
+🚨 SAFETY MODES (inherited from EconomicService):
+- TICKET_ECONOMIC_READ_ONLY: Blocks ALL write operations when True
+- TICKET_ECONOMIC_DRY_RUN: Logs operations but doesn't send to e-conomic when True
+- TICKET_ECONOMIC_AUTO_EXPORT: Enable automatic export on worklog approval
+
+Integration Pattern:
+1. Worklog entry marked "billable" → Export to e-conomic
+2. Create invoice draft with worklog line items
+3. Store economic_invoice_number in tticket_worklog
+4. Mark worklog as "billed" after successful export
+"""
+
+import logging
+from typing import Dict, List, Optional
+from datetime import date, datetime
+from decimal import Decimal
+
+from app.core.database import execute_query, execute_update
+from app.core.config import settings
+from app.services.economic_service import EconomicService
+from psycopg2.extras import Json
+
+logger = logging.getLogger(__name__)
+
+
+class TicketEconomicExportService:
+    """
+    Handles export of billable worklog to e-conomic
+    """
+    
+    def __init__(self):
+        self.economic = EconomicService()
+        self.read_only = getattr(settings, 'TICKET_ECONOMIC_READ_ONLY', True)
+        self.dry_run = getattr(settings, 'TICKET_ECONOMIC_DRY_RUN', True)
+        self.auto_export = getattr(settings, 'TICKET_ECONOMIC_AUTO_EXPORT', False)
+        
+        # Log safety status
+        if self.read_only:
+            logger.warning("🔒 TICKET E-CONOMIC READ-ONLY MODE ENABLED")
+        elif self.dry_run:
+            logger.warning("🏃 TICKET E-CONOMIC DRY-RUN MODE ENABLED")
+        else:
+            logger.warning("⚠️ TICKET E-CONOMIC WRITE MODE ACTIVE")
+    
+    def _check_export_permission(self, operation: str) -> bool:
+        """Check if export operations are allowed"""
+        if self.read_only:
+            logger.error(f"🚫 BLOCKED: {operation} - TICKET_ECONOMIC_READ_ONLY=true")
+            logger.error("To enable: Set TICKET_ECONOMIC_READ_ONLY=false in .env")
+            return False
+        
+        if self.dry_run:
+            logger.warning(f"🏃 DRY-RUN: {operation} - TICKET_ECONOMIC_DRY_RUN=true")
+            logger.warning("To execute: Set TICKET_ECONOMIC_DRY_RUN=false in .env")
+            return False
+        
+        logger.warning(f"⚠️ EXECUTING: {operation} - Will create in e-conomic")
+        return True
+    
+    async def export_billable_worklog_batch(
+        self,
+        customer_id: int,
+        worklog_ids: Optional[List[int]] = None,
+        date_from: Optional[date] = None,
+        date_to: Optional[date] = None
+    ) -> Dict:
+        """
+        Export billable worklog entries to e-conomic as draft invoice
+        
+        Args:
+            customer_id: Customer ID for the invoice
+            worklog_ids: Specific worklog entry IDs to export (optional)
+            date_from: Start date filter (optional)
+            date_to: End date filter (optional)
+            
+        Returns:
+            Dict with export results
+        """
+        try:
+            logger.info(f"📦 Starting worklog export for customer {customer_id}")
+            
+            # Get customer e-conomic info
+            customer = await self._get_customer_economic_info(customer_id)
+            if not customer:
+                raise ValueError(f"Customer {customer_id} not found or missing e-conomic mapping")
+            
+            # Get billable worklog entries
+            worklogs = await self._get_billable_worklog(
+                customer_id, worklog_ids, date_from, date_to
+            )
+            
+            if not worklogs:
+                logger.info("✅ No billable worklog entries found")
+                return {
+                    'status': 'no_entries',
+                    'exported_count': 0
+                }
+            
+            logger.info(f"📋 Found {len(worklogs)} billable entries")
+            
+            # Safety check
+            if not self._check_export_permission(f"Export {len(worklogs)} worklog entries"):
+                return {
+                    'status': 'blocked',
+                    'reason': 'Safety mode enabled',
+                    'read_only': self.read_only,
+                    'dry_run': self.dry_run,
+                    'entries': len(worklogs)
+                }
+            
+            # Create invoice in e-conomic
+            invoice_result = await self._create_economic_invoice(customer, worklogs)
+            
+            # Update worklog entries with invoice number
+            await self._mark_worklogs_as_billed(
+                worklog_ids=[w['id'] for w in worklogs],
+                economic_invoice_number=invoice_result.get('draftInvoiceNumber')
+            )
+            
+            logger.info(f"✅ Successfully exported {len(worklogs)} entries to e-conomic")
+            
+            return {
+                'status': 'exported',
+                'exported_count': len(worklogs),
+                'invoice_number': invoice_result.get('draftInvoiceNumber'),
+                'total_hours': sum(float(w['hours']) for w in worklogs),
+                'total_amount': sum(float(w['amount']) for w in worklogs),
+                'entries': [
+                    {
+                        'id': w['id'],
+                        'ticket_number': w['ticket_number'],
+                        'hours': float(w['hours'])
+                    }
+                    for w in worklogs
+                ]
+            }
+            
+        except Exception as e:
+            logger.error(f"❌ Failed to export worklog: {e}")
+            raise
+    
+    async def _get_customer_economic_info(self, customer_id: int) -> Optional[Dict]:
+        """
+        Get customer e-conomic mapping information
+        
+        Returns:
+            Dict with debtor_number, payment_terms, etc.
+        """
+        query = """
+            SELECT 
+                id,
+                name,
+                email,
+                economic_customer_number,
+                payment_terms_number,
+                address,
+                postal_code,
+                city
+            FROM customers
+            WHERE id = %s
+        """
+        
+        customer = execute_query(query, (customer_id,), fetchone=True)
+        
+        if not customer:
+            logger.error(f"❌ Customer {customer_id} not found")
+            return None
+        
+        if not customer.get('economic_customer_number'):
+            logger.error(f"❌ Customer {customer_id} missing economic_customer_number")
+            return None
+        
+        return customer
+    
+    async def _get_billable_worklog(
+        self,
+        customer_id: int,
+        worklog_ids: Optional[List[int]] = None,
+        date_from: Optional[date] = None,
+        date_to: Optional[date] = None
+    ) -> List[Dict]:
+        """
+        Get billable worklog entries ready for export
+        
+        Returns:
+            List of worklog dicts with ticket and customer info
+        """
+        query = """
+            SELECT 
+                w.id,
+                w.ticket_id,
+                w.work_date,
+                w.hours,
+                w.work_type,
+                w.description,
+                w.billing_method,
+                t.ticket_number,
+                t.subject AS ticket_subject,
+                t.customer_id,
+                c.economic_customer_number,
+                (w.hours * 850) AS amount
+            FROM tticket_worklog w
+            INNER JOIN tticket_tickets t ON t.id = w.ticket_id
+            INNER JOIN customers c ON c.id = t.customer_id
+            WHERE w.status = 'billable'
+                AND w.billing_method = 'invoice'
+                AND w.billed_at IS NULL
+                AND t.customer_id = %s
+        """
+        
+        params = [customer_id]
+        
+        if worklog_ids:
+            query += " AND w.id = ANY(%s)"
+            params.append(worklog_ids)
+        
+        if date_from:
+            query += " AND w.work_date >= %s"
+            params.append(date_from)
+        
+        if date_to:
+            query += " AND w.work_date <= %s"
+            params.append(date_to)
+        
+        query += " ORDER BY w.work_date ASC, w.created_at ASC"
+        
+        return execute_query(query, tuple(params))
+    
+    async def _create_economic_invoice(self, customer: Dict, worklogs: List[Dict]) -> Dict:
+        """
+        Create draft invoice in e-conomic with worklog line items
+        
+        Args:
+            customer: Customer dict with e-conomic mapping
+            worklogs: List of billable worklog entries
+            
+        Returns:
+            e-conomic invoice response dict
+        """
+        # Build invoice payload
+        invoice_data = {
+            "date": datetime.now().strftime("%Y-%m-%d"),
+            "customer": {
+                "customerNumber": customer['economic_customer_number']
+            },
+            "recipient": {
+                "name": customer['name'],
+                "address": customer.get('address', ''),
+                "zip": customer.get('postal_code', ''),
+                "city": customer.get('city', ''),
+                "vatZone": {
+                    "vatZoneNumber": 1  # Denmark
+                }
+            },
+            "paymentTerms": {
+                "paymentTermsNumber": customer.get('payment_terms_number', 1)
+            },
+            "layout": {
+                "layoutNumber": 19  # Default layout
+            },
+            "lines": []
+        }
+        
+        # Add worklog entries as invoice lines
+        for worklog in worklogs:
+            product_number = 'SUPPORT'  # Default product number
+            
+            # Build line description
+            ticket_ref = f"[{worklog['ticket_number']}] {worklog['ticket_subject']}"
+            work_desc = worklog.get('description', 'Support arbejde')
+            line_text = f"{ticket_ref}\n{work_desc}\n{worklog['work_date']}"
+            
+            line = {
+                "product": {
+                    "productNumber": product_number[:25]  # Max 25 chars
+                },
+                "description": line_text[:250],  # Max 250 chars
+                "quantity": float(worklog['hours']),
+                "unitNetPrice": float(worklog['amount']) / float(worklog['hours']),
+                "unit": {
+                    "unitNumber": 1  # Hours
+                }
+            }
+            
+            invoice_data['lines'].append(line)
+        
+        logger.info(f"📄 Creating e-conomic invoice with {len(invoice_data['lines'])} lines")
+        logger.info(f"📊 Invoice payload: {invoice_data}")
+        
+        # DRY-RUN: Just return mock response
+        if self.dry_run:
+            logger.warning("🏃 DRY-RUN: Would create invoice in e-conomic")
+            return {
+                'draftInvoiceNumber': 999999,
+                'grossAmount': sum(float(w['amount']) for w in worklogs),
+                'netAmount': sum(float(w['amount']) for w in worklogs),
+                'vatAmount': 0,
+                'dryRun': True
+            }
+        
+        # REAL EXECUTION: Create in e-conomic
+        try:
+            result = await self.economic.create_draft_invoice(invoice_data)
+            logger.info(f"✅ Created e-conomic draft invoice: {result.get('draftInvoiceNumber')}")
+            return result
+        except Exception as e:
+            logger.error(f"❌ Failed to create e-conomic invoice: {e}")
+            raise
+    
+    async def _mark_worklogs_as_billed(
+        self,
+        worklog_ids: List[int],
+        economic_invoice_number: Optional[int]
+    ) -> None:
+        """
+        Mark worklog entries as billed with e-conomic reference
+        
+        Args:
+            worklog_ids: List of worklog entry IDs
+            economic_invoice_number: e-conomic invoice number
+        """
+        if not worklog_ids:
+            return
+        
+        query = """
+            UPDATE tticket_worklog
+            SET billed_at = CURRENT_TIMESTAMP,
+                economic_invoice_number = %s,
+                updated_at = CURRENT_TIMESTAMP
+            WHERE id = ANY(%s)
+        """
+        
+        execute_update(query, (economic_invoice_number, worklog_ids))
+        
+        logger.info(f"✅ Marked {len(worklog_ids)} worklog entries as billed")
+    
+    async def get_export_preview(
+        self,
+        customer_id: int,
+        worklog_ids: Optional[List[int]] = None,
+        date_from: Optional[date] = None,
+        date_to: Optional[date] = None
+    ) -> Dict:
+        """
+        Preview what would be exported without actually exporting
+        
+        Args:
+            Same as export_billable_worklog_batch
+            
+        Returns:
+            Dict with preview information
+        """
+        try:
+            customer = await self._get_customer_economic_info(customer_id)
+            if not customer:
+                return {
+                    'status': 'error',
+                    'error': 'Customer not found or missing e-conomic mapping'
+                }
+            
+            worklogs = await self._get_billable_worklog(
+                customer_id, worklog_ids, date_from, date_to
+            )
+            
+            total_hours = sum(float(w['hours']) for w in worklogs)
+            total_amount = sum(float(w['amount']) for w in worklogs)
+            
+            return {
+                'status': 'preview',
+                'customer_id': customer_id,
+                'customer_name': customer['name'],
+                'economic_customer_number': customer['economic_customer_number'],
+                'entry_count': len(worklogs),
+                'total_hours': float(total_hours),
+                'total_amount': float(total_amount),
+                'entries': [
+                    {
+                        'id': w['id'],
+                        'ticket_number': w['ticket_number'],
+                        'work_date': w['work_date'].strftime('%Y-%m-%d'),
+                        'hours': float(w['hours']),
+                        'amount': float(w['amount']),
+                        'description': w['description']
+                    }
+                    for w in worklogs
+                ]
+            }
+            
+        except Exception as e:
+            logger.error(f"❌ Failed to generate export preview: {e}")
+            return {
+                'status': 'error',
+                'error': str(e)
+            }
+
+
+# Singleton instance
+ticket_economic_service = TicketEconomicExportService()

app/ticket/backend/email_integration.py

@@ -0,0 +1,472 @@
+"""
+Email-to-Ticket Integration for BMC Hub Ticket System
+
+Implements Option B: Message-ID Threading
+- Parse email message_id from workflow context
+- Create tickets with email metadata
+- Link emails to existing tickets using In-Reply-To header
+- Extract ticket tags from email body
+- Store email threading info in tticket_email_log
+"""
+
+import logging
+import re
+from typing import Dict, Any, Optional, List
+from datetime import datetime
+
+from app.core.database import execute_query, execute_insert
+from app.ticket.backend.ticket_service import TicketService
+from app.ticket.backend.models import TTicketCreate, TicketPriority
+from psycopg2.extras import Json
+
+logger = logging.getLogger(__name__)
+
+
+class EmailTicketIntegration:
+    """Handles email-to-ticket conversion and threading"""
+    
+    # Regex patterns for ticket detection
+    TICKET_NUMBER_PATTERN = r'TKT-\d{8}-\d{3}'
+    TAG_PATTERN = r'#(\w+)'
+    
+    @staticmethod
+    async def create_ticket_from_email(
+        email_data: Dict[str, Any],
+        customer_id: Optional[int] = None,
+        assigned_to_user_id: Optional[int] = None
+    ) -> Dict[str, Any]:
+        """
+        Create ticket from email workflow action
+        
+        Args:
+            email_data: Dict with keys:
+                - message_id: Email Message-ID header
+                - subject: Email subject
+                - from_address: Sender email
+                - body: Email body text
+                - html_body: Email HTML body (optional)
+                - received_at: Email timestamp (ISO format)
+                - in_reply_to: In-Reply-To header (optional)
+                - references: References header (optional)
+            customer_id: BMC customer ID (if known)
+            assigned_to_user_id: User to assign ticket to
+            
+        Returns:
+            Dict with ticket_id and ticket_number
+        """
+        try:
+            logger.info(f"🎫 Creating ticket from email: {email_data.get('message_id')}")
+            
+            # Extract tags from email body
+            tags = EmailTicketIntegration._extract_tags(email_data.get('body', ''))
+            
+            # Determine priority from subject/tags
+            priority = EmailTicketIntegration._determine_priority(
+                email_data.get('subject', ''),
+                tags
+            )
+            
+            # Create ticket
+            ticket_create = TTicketCreate(
+                subject=email_data.get('subject', 'Email without subject'),
+                description=EmailTicketIntegration._format_description(email_data),
+                customer_id=customer_id,
+                assigned_to_user_id=assigned_to_user_id,
+                priority=priority,
+                tags=tags,
+                custom_fields={
+                    'email_from': email_data.get('from_address'),
+                    'email_message_id': email_data.get('message_id'),
+                    'created_from_email': True
+                }
+            )
+            
+            # Create via service (handles auto-number generation)
+            ticket = await TicketService.create_ticket(ticket_create, created_by_user_id=None)
+            
+            # Log email-ticket linkage
+            await EmailTicketIntegration._log_email_linkage(
+                ticket_id=ticket['id'],
+                email_data=email_data
+            )
+            
+            logger.info(f"✅ Created ticket {ticket['ticket_number']} from email {email_data.get('message_id')}")
+            
+            return {
+                'ticket_id': ticket['id'],
+                'ticket_number': ticket['ticket_number'],
+                'created': True
+            }
+            
+        except Exception as e:
+            logger.error(f"❌ Failed to create ticket from email: {e}")
+            raise
+    
+    @staticmethod
+    async def link_email_to_ticket(
+        ticket_number: str,
+        email_data: Dict[str, Any]
+    ) -> Dict[str, Any]:
+        """
+        Link email to existing ticket (reply threading)
+        
+        Args:
+            ticket_number: TKT-YYYYMMDD-XXX format
+            email_data: Same format as create_ticket_from_email
+            
+        Returns:
+            Dict with ticket_id and linked=True
+        """
+        try:
+            logger.info(f"🔗 Linking email to ticket {ticket_number}")
+            
+            # Find ticket by ticket_number
+            query = "SELECT id FROM tticket_tickets WHERE ticket_number = %s"
+            result = execute_query(query, (ticket_number,), fetchone=True)
+            
+            if not result:
+                logger.warning(f"⚠️ Ticket {ticket_number} not found - creating new ticket instead")
+                return await EmailTicketIntegration.create_ticket_from_email(email_data)
+            
+            ticket_id = result['id']
+            
+            # Log email linkage
+            await EmailTicketIntegration._log_email_linkage(
+                ticket_id=ticket_id,
+                email_data=email_data,
+                is_reply=True
+            )
+            
+            # Add comment with email content
+            from app.ticket.backend.models import TTicketCommentCreate
+            comment_text = f"📧 Email from {email_data.get('from_address')}:\n\n{email_data.get('body', '')}"
+            
+            await TicketService.add_comment(
+                ticket_id=ticket_id,
+                comment=TTicketCommentCreate(
+                    comment_text=comment_text,
+                    internal_note=False
+                ),
+                user_id=None
+            )
+            
+            logger.info(f"✅ Linked email to ticket {ticket_number} (ID: {ticket_id})")
+            
+            return {
+                'ticket_id': ticket_id,
+                'ticket_number': ticket_number,
+                'linked': True
+            }
+            
+        except Exception as e:
+            logger.error(f"❌ Failed to link email to ticket: {e}")
+            raise
+    
+    @staticmethod
+    async def process_email_for_ticket(
+        email_data: Dict[str, Any],
+        customer_id: Optional[int] = None,
+        assigned_to_user_id: Optional[int] = None
+    ) -> Dict[str, Any]:
+        """
+        Smart processor: Creates new ticket OR links to existing based on threading
+        
+        Args:
+            email_data: Email metadata dict
+            customer_id: Customer ID if known
+            assigned_to_user_id: User to assign new tickets to
+            
+        Returns:
+            Dict with ticket_id, ticket_number, created/linked status
+        """
+        try:
+            # Check if email is reply to existing ticket
+            ticket_number = EmailTicketIntegration._find_ticket_in_thread(email_data)
+            
+            if ticket_number:
+                # Reply to existing ticket
+                return await EmailTicketIntegration.link_email_to_ticket(
+                    ticket_number=ticket_number,
+                    email_data=email_data
+                )
+            else:
+                # New ticket
+                return await EmailTicketIntegration.create_ticket_from_email(
+                    email_data=email_data,
+                    customer_id=customer_id,
+                    assigned_to_user_id=assigned_to_user_id
+                )
+                
+        except Exception as e:
+            logger.error(f"❌ Failed to process email for ticket: {e}")
+            raise
+    
+    @staticmethod
+    def _find_ticket_in_thread(email_data: Dict[str, Any]) -> Optional[str]:
+        """
+        Find ticket number in email thread (In-Reply-To, References, Subject)
+        
+        Returns:
+            Ticket number (TKT-YYYYMMDD-XXX) or None
+        """
+        # Check In-Reply-To header first
+        in_reply_to = email_data.get('in_reply_to', '')
+        if in_reply_to:
+            match = re.search(EmailTicketIntegration.TICKET_NUMBER_PATTERN, in_reply_to)
+            if match:
+                return match.group(0)
+        
+        # Check References header
+        references = email_data.get('references', '')
+        if references:
+            match = re.search(EmailTicketIntegration.TICKET_NUMBER_PATTERN, references)
+            if match:
+                return match.group(0)
+        
+        # Check subject line for [TKT-YYYYMMDD-XXX] or Re: TKT-YYYYMMDD-XXX
+        subject = email_data.get('subject', '')
+        match = re.search(EmailTicketIntegration.TICKET_NUMBER_PATTERN, subject)
+        if match:
+            return match.group(0)
+        
+        return None
+    
+    @staticmethod
+    def _extract_tags(body: str) -> List[str]:
+        """
+        Extract #hashtags from email body
+        
+        Returns:
+            List of lowercase tags without # prefix
+        """
+        if not body:
+            return []
+        
+        tags = re.findall(EmailTicketIntegration.TAG_PATTERN, body)
+        return [tag.lower() for tag in tags if len(tag) > 2][:10]  # Max 10 tags
+    
+    @staticmethod
+    def _determine_priority(subject: str, tags: List[str]) -> TicketPriority:
+        """
+        Determine ticket priority from subject/tags
+        
+        Returns:
+            TicketPriority enum value
+        """
+        subject_lower = subject.lower()
+        all_text = f"{subject_lower} {' '.join(tags)}"
+        
+        # Critical keywords
+        if any(word in all_text for word in ['kritisk', 'critical', 'down', 'nede', 'urgent', 'akut']):
+            return TicketPriority.critical
+        
+        # High priority keywords
+        if any(word in all_text for word in ['høj', 'high', 'vigtig', 'important', 'haster']):
+            return TicketPriority.high
+        
+        # Low priority keywords
+        if any(word in all_text for word in ['lav', 'low', 'spørgsmål', 'question', 'info']):
+            return TicketPriority.low
+        
+        return TicketPriority.normal
+    
+    @staticmethod
+    def _format_description(email_data: Dict[str, Any]) -> str:
+        """
+        Format email body as ticket description
+        
+        Returns:
+            Formatted description text
+        """
+        body = email_data.get('body', '').strip()
+        from_address = email_data.get('from_address', 'unknown')
+        received_at = email_data.get('received_at', '')
+        
+        description = f"📧 Email fra: {from_address}\n"
+        description += f"📅 Modtaget: {received_at}\n"
+        description += f"{'='*60}\n\n"
+        description += body
+        
+        return description
+    
+    @staticmethod
+    async def _log_email_linkage(
+        ticket_id: int,
+        email_data: Dict[str, Any],
+        is_reply: bool = False
+    ) -> None:
+        """
+        Store email-ticket linkage in tticket_email_log
+        
+        Args:
+            ticket_id: Ticket ID
+            email_data: Email metadata
+            is_reply: True if email is reply to existing ticket
+        """
+        query = """
+            INSERT INTO tticket_email_log (
+                ticket_id,
+                email_message_id,
+                email_subject,
+                email_from,
+                email_received_at,
+                is_reply,
+                thread_data
+            ) VALUES (%s, %s, %s, %s, %s, %s, %s)
+        """
+        
+        # Parse received_at timestamp
+        received_at = email_data.get('received_at')
+        if isinstance(received_at, str):
+            try:
+                received_at = datetime.fromisoformat(received_at.replace('Z', '+00:00'))
+            except:
+                received_at = None
+        
+        thread_data = {
+            'in_reply_to': email_data.get('in_reply_to'),
+            'references': email_data.get('references'),
+            'message_id': email_data.get('message_id')
+        }
+        
+        execute_insert(
+            query,
+            (
+                ticket_id,
+                email_data.get('message_id'),
+                email_data.get('subject'),
+                email_data.get('from_address'),
+                received_at,
+                is_reply,
+                Json(thread_data)
+            )
+        )
+        
+        logger.info(f"📝 Logged email linkage for ticket {ticket_id}")
+    
+    @staticmethod
+    async def get_ticket_email_thread(ticket_id: int) -> List[Dict[str, Any]]:
+        """
+        Get all emails linked to a ticket (chronological order)
+        
+        Args:
+            ticket_id: Ticket ID
+            
+        Returns:
+            List of email log entries
+        """
+        query = """
+            SELECT 
+                id,
+                email_message_id,
+                email_subject,
+                email_from,
+                email_received_at,
+                is_reply,
+                thread_data,
+                created_at
+            FROM tticket_email_log
+            WHERE ticket_id = %s
+            ORDER BY email_received_at ASC
+        """
+        
+        return execute_query(query, (ticket_id,), fetchall=True)
+    
+    @staticmethod
+    async def find_tickets_by_email_address(email_address: str) -> List[Dict[str, Any]]:
+        """
+        Find all tickets associated with an email address
+        
+        Args:
+            email_address: Email address to search for
+            
+        Returns:
+            List of ticket info dicts
+        """
+        query = """
+            SELECT DISTINCT
+                t.id,
+                t.ticket_number,
+                t.subject,
+                t.status,
+                t.created_at
+            FROM tticket_tickets t
+            INNER JOIN tticket_email_log e ON e.ticket_id = t.id
+            WHERE e.email_from = %s
+            ORDER BY t.created_at DESC
+        """
+        
+        return execute_query(query, (email_address,), fetchall=True)
+
+
+# Workflow action functions (called from email workflow engine)
+
+async def workflow_action_create_ticket(
+    context: Dict[str, Any],
+    action_params: Dict[str, Any]
+) -> Dict[str, Any]:
+    """
+    Workflow action: Create ticket from email
+    
+    Usage in workflow:
+        {
+            "action": "create_ticket",
+            "params": {
+                "customer_id": 123,  # Optional
+                "assigned_to_user_id": 5,  # Optional
+                "priority": "high"  # Optional override
+            }
+        }
+    
+    Args:
+        context: Email workflow context with email_data
+        action_params: Action parameters from workflow definition
+        
+    Returns:
+        Result dict with ticket info
+    """
+    email_data = context.get('email_data', {})
+    
+    result = await EmailTicketIntegration.process_email_for_ticket(
+        email_data=email_data,
+        customer_id=action_params.get('customer_id'),
+        assigned_to_user_id=action_params.get('assigned_to_user_id')
+    )
+    
+    return result
+
+
+async def workflow_action_link_email_to_ticket(
+    context: Dict[str, Any],
+    action_params: Dict[str, Any]
+) -> Dict[str, Any]:
+    """
+    Workflow action: Link email to existing ticket
+    
+    Usage in workflow:
+        {
+            "action": "link_email_to_ticket",
+            "params": {
+                "ticket_number": "TKT-20251215-001"
+            }
+        }
+    
+    Args:
+        context: Email workflow context
+        action_params: Must contain ticket_number
+        
+    Returns:
+        Result dict with link status
+    """
+    email_data = context.get('email_data', {})
+    ticket_number = action_params.get('ticket_number')
+    
+    if not ticket_number:
+        raise ValueError("ticket_number required in action params")
+    
+    result = await EmailTicketIntegration.link_email_to_ticket(
+        ticket_number=ticket_number,
+        email_data=email_data
+    )
+    
+    return result

app/ticket/backend/klippekort_service.py

@@ -0,0 +1,504 @@
+"""
+Klippekort (Prepaid Time Card) Service
+=======================================
+
+Business logic for prepaid time cards: purchase, balance, deduction.
+
+CONSTRAINT: Only 1 active card per customer (enforced by database UNIQUE index).
+"""
+
+import logging
+from datetime import datetime
+from decimal import Decimal
+from typing import Optional, Dict, Any, List
+
+from app.core.database import execute_query, execute_insert, execute_update
+from app.ticket.backend.models import (
+    TPrepaidCard,
+    TPrepaidCardCreate,
+    TPrepaidCardUpdate,
+    TPrepaidCardWithStats,
+    TPrepaidTransaction,
+    TPrepaidTransactionCreate,
+    PrepaidCardStatus,
+    TransactionType
+)
+
+logger = logging.getLogger(__name__)
+
+
+class KlippekortService:
+    """Service for prepaid card operations"""
+    
+    @staticmethod
+    def purchase_card(
+        card_data: TPrepaidCardCreate,
+        user_id: Optional[int] = None
+    ) -> Dict[str, Any]:
+        """
+        Purchase a new prepaid card
+        
+        CONSTRAINT: Only 1 active card allowed per customer.
+        This will fail if customer already has an active card.
+        
+        Args:
+            card_data: Card purchase data
+            user_id: User making purchase
+            
+        Returns:
+            Created card dict
+            
+        Raises:
+            ValueError: If customer already has active card
+        """
+        from psycopg2.extras import Json
+        
+        # Check if customer already has an active card
+        existing = execute_query(
+            """
+            SELECT id, card_number FROM tticket_prepaid_cards 
+            WHERE customer_id = %s AND status = 'active'
+            """,
+            (card_data.customer_id,),
+            fetchone=True
+        )
+        
+        if existing:
+            raise ValueError(
+                f"Customer {card_data.customer_id} already has an active card: {existing['card_number']}. "
+                "Please deactivate or deplete the existing card before purchasing a new one."
+            )
+        
+        logger.info(f"💳 Purchasing prepaid card for customer {card_data.customer_id}: {card_data.purchased_hours}h")
+        
+        # Insert card (trigger will auto-generate card_number if NULL)
+        card_id = execute_insert(
+            """
+            INSERT INTO tticket_prepaid_cards (
+                card_number, customer_id, purchased_hours, price_per_hour, total_amount,
+                status, expires_at, notes, economic_invoice_number, economic_product_number,
+                created_by_user_id
+            ) VALUES (%s, %s, %s, %s, %s, %s, %s, %s, %s, %s, %s)
+            """,
+            (
+                card_data.card_number,
+                card_data.customer_id,
+                card_data.purchased_hours,
+                card_data.price_per_hour,
+                card_data.total_amount,
+                'active',
+                card_data.expires_at,
+                card_data.notes,
+                card_data.economic_invoice_number,
+                card_data.economic_product_number,
+                user_id or card_data.created_by_user_id
+            )
+        )
+        
+        # Create initial transaction
+        execute_insert(
+            """
+            INSERT INTO tticket_prepaid_transactions 
+            (card_id, transaction_type, hours, balance_after, description, created_by_user_id)
+            VALUES (%s, %s, %s, %s, %s, %s)
+            """,
+            (
+                card_id,
+                'purchase',
+                card_data.purchased_hours,
+                card_data.purchased_hours,
+                f"Initial purchase: {card_data.purchased_hours}h @ {card_data.price_per_hour} DKK/h",
+                user_id
+            )
+        )
+        
+        # Fetch created card
+        card = execute_query(
+            "SELECT * FROM tticket_prepaid_cards WHERE id = %s",
+            (card_id,),
+            fetchone=True
+        )
+        
+        logger.info(f"✅ Created prepaid card {card['card_number']} (ID: {card_id})")
+        return card
+    
+    @staticmethod
+    def get_card(card_id: int) -> Optional[Dict[str, Any]]:
+        """Get prepaid card by ID"""
+        return execute_query(
+            "SELECT * FROM tticket_prepaid_cards WHERE id = %s",
+            (card_id,),
+            fetchone=True
+        )
+    
+    @staticmethod
+    def get_card_with_stats(card_id: int) -> Optional[Dict[str, Any]]:
+        """Get prepaid card with usage statistics"""
+        return execute_query(
+            "SELECT * FROM tticket_prepaid_balances WHERE id = %s",
+            (card_id,),
+            fetchone=True
+        )
+    
+    @staticmethod
+    def get_active_card_for_customer(customer_id: int) -> Optional[Dict[str, Any]]:
+        """
+        Get active prepaid card for customer
+        
+        Returns None if no active card exists.
+        """
+        return execute_query(
+            """
+            SELECT * FROM tticket_prepaid_cards 
+            WHERE customer_id = %s AND status = 'active'
+            """,
+            (customer_id,),
+            fetchone=True
+        )
+    
+    @staticmethod
+    def check_balance(customer_id: int) -> Dict[str, Any]:
+        """
+        Check prepaid card balance for customer
+        
+        Args:
+            customer_id: Customer ID
+            
+        Returns:
+            Dict with balance info: {
+                "has_card": bool,
+                "card_id": int or None,
+                "card_number": str or None,
+                "balance_hours": Decimal,
+                "status": str or None,
+                "expires_at": datetime or None
+            }
+        """
+        card = KlippekortService.get_active_card_for_customer(customer_id)
+        
+        if not card:
+            return {
+                "has_card": False,
+                "card_id": None,
+                "card_number": None,
+                "balance_hours": Decimal('0'),
+                "status": None,
+                "expires_at": None
+            }
+        
+        return {
+            "has_card": True,
+            "card_id": card['id'],
+            "card_number": card['card_number'],
+            "balance_hours": card['remaining_hours'],
+            "status": card['status'],
+            "expires_at": card['expires_at']
+        }
+    
+    @staticmethod
+    def can_deduct(customer_id: int, hours: Decimal) -> tuple[bool, Optional[str]]:
+        """
+        Check if customer has sufficient balance for deduction
+        
+        Args:
+            customer_id: Customer ID
+            hours: Hours to deduct
+            
+        Returns:
+            (can_deduct, error_message)
+        """
+        balance_info = KlippekortService.check_balance(customer_id)
+        
+        if not balance_info['has_card']:
+            return False, f"Customer {customer_id} has no active prepaid card"
+        
+        if balance_info['status'] != 'active':
+            return False, f"Prepaid card is not active (status: {balance_info['status']})"
+        
+        if balance_info['balance_hours'] < hours:
+            return False, (
+                f"Insufficient balance: {balance_info['balance_hours']}h available, "
+                f"{hours}h required"
+            )
+        
+        # Check expiration
+        if balance_info['expires_at']:
+            if balance_info['expires_at'] < datetime.now():
+                return False, f"Prepaid card expired on {balance_info['expires_at']}"
+        
+        return True, None
+    
+    @staticmethod
+    def deduct_hours(
+        customer_id: int,
+        hours: Decimal,
+        worklog_id: int,
+        user_id: Optional[int] = None,
+        description: Optional[str] = None
+    ) -> Dict[str, Any]:
+        """
+        Deduct hours from customer's active prepaid card
+        
+        Args:
+            customer_id: Customer ID
+            hours: Hours to deduct
+            worklog_id: Worklog entry consuming the hours
+            user_id: User performing deduction
+            description: Optional description
+            
+        Returns:
+            Transaction dict
+            
+        Raises:
+            ValueError: If insufficient balance or no active card
+        """
+        # Check if deduction is possible
+        can_deduct, error = KlippekortService.can_deduct(customer_id, hours)
+        if not can_deduct:
+            raise ValueError(error)
+        
+        # Get active card
+        card = KlippekortService.get_active_card_for_customer(customer_id)
+        
+        logger.info(f"⏱️ Deducting {hours}h from card {card['card_number']} for worklog {worklog_id}")
+        
+        # Update card usage
+        new_used = Decimal(str(card['used_hours'])) + hours
+        execute_update(
+            "UPDATE tticket_prepaid_cards SET used_hours = %s WHERE id = %s",
+            (new_used, card['id'])
+        )
+        
+        # Calculate new balance
+        new_balance = Decimal(str(card['remaining_hours'])) - hours
+        
+        # Create transaction
+        transaction_id = execute_insert(
+            """
+            INSERT INTO tticket_prepaid_transactions 
+            (card_id, worklog_id, transaction_type, hours, balance_after, description, created_by_user_id)
+            VALUES (%s, %s, %s, %s, %s, %s, %s)
+            """,
+            (
+                card['id'],
+                worklog_id,
+                'usage',
+                -hours,  # Negative for deduction
+                new_balance,
+                description or f"Worklog #{worklog_id}: {hours}h",
+                user_id
+            )
+        )
+        
+        # Check if card is now depleted
+        if new_balance <= Decimal('0'):
+            execute_update(
+                "UPDATE tticket_prepaid_cards SET status = 'depleted' WHERE id = %s",
+                (card['id'],)
+            )
+            logger.warning(f"💳 Card {card['card_number']} is now depleted")
+        
+        # Fetch transaction
+        transaction = execute_query(
+            "SELECT * FROM tticket_prepaid_transactions WHERE id = %s",
+            (transaction_id,),
+            fetchone=True
+        )
+        
+        logger.info(f"✅ Deducted {hours}h from card {card['card_number']}, new balance: {new_balance}h")
+        return transaction
+    
+    @staticmethod
+    def top_up_card(
+        card_id: int,
+        hours: Decimal,
+        user_id: Optional[int] = None,
+        note: Optional[str] = None
+    ) -> Dict[str, Any]:
+        """
+        Add hours to existing prepaid card
+        
+        Args:
+            card_id: Card ID
+            hours: Hours to add
+            user_id: User performing top-up
+            note: Optional note
+            
+        Returns:
+            Transaction dict
+            
+        Raises:
+            ValueError: If card not found or not active
+        """
+        # Get card
+        card = KlippekortService.get_card(card_id)
+        
+        if not card:
+            raise ValueError(f"Prepaid card {card_id} not found")
+        
+        if card['status'] not in ['active', 'depleted']:
+            raise ValueError(f"Cannot top up card with status: {card['status']}")
+        
+        logger.info(f"💰 Topping up card {card['card_number']} with {hours}h")
+        
+        # Update purchased hours
+        new_purchased = Decimal(str(card['purchased_hours'])) + hours
+        execute_update(
+            "UPDATE tticket_prepaid_cards SET purchased_hours = %s, status = 'active' WHERE id = %s",
+            (new_purchased, card_id)
+        )
+        
+        # Calculate new balance
+        new_balance = Decimal(str(card['remaining_hours'])) + hours
+        
+        # Create transaction
+        transaction_id = execute_insert(
+            """
+            INSERT INTO tticket_prepaid_transactions 
+            (card_id, transaction_type, hours, balance_after, description, created_by_user_id)
+            VALUES (%s, %s, %s, %s, %s, %s)
+            """,
+            (
+                card_id,
+                'top_up',
+                hours,  # Positive for addition
+                new_balance,
+                note or f"Top-up: {hours}h added",
+                user_id
+            )
+        )
+        
+        transaction = execute_query(
+            "SELECT * FROM tticket_prepaid_transactions WHERE id = %s",
+            (transaction_id,),
+            fetchone=True
+        )
+        
+        logger.info(f"✅ Topped up card {card['card_number']} with {hours}h, new balance: {new_balance}h")
+        return transaction
+    
+    @staticmethod
+    def get_transactions(
+        card_id: int,
+        limit: int = 100
+    ) -> List[Dict[str, Any]]:
+        """
+        Get transaction history for card
+        
+        Args:
+            card_id: Card ID
+            limit: Max number of transactions
+            
+        Returns:
+            List of transaction dicts
+        """
+        transactions = execute_query(
+            """
+            SELECT * FROM tticket_prepaid_transactions 
+            WHERE card_id = %s 
+            ORDER BY created_at DESC 
+            LIMIT %s
+            """,
+            (card_id, limit)
+        )
+        
+        return transactions or []
+    
+    @staticmethod
+    def list_cards(
+        customer_id: Optional[int] = None,
+        status: Optional[str] = None,
+        limit: int = 50,
+        offset: int = 0
+    ) -> List[Dict[str, Any]]:
+        """
+        List prepaid cards with optional filters
+        
+        Args:
+            customer_id: Filter by customer
+            status: Filter by status
+            limit: Number of results
+            offset: Offset for pagination
+            
+        Returns:
+            List of card dicts
+        """
+        query = "SELECT * FROM tticket_prepaid_cards WHERE 1=1"
+        params = []
+        
+        if customer_id:
+            query += " AND customer_id = %s"
+            params.append(customer_id)
+        
+        if status:
+            query += " AND status = %s"
+            params.append(status)
+        
+        query += " ORDER BY purchased_at DESC LIMIT %s OFFSET %s"
+        params.extend([limit, offset])
+        
+        cards = execute_query(query, tuple(params))
+        return cards or []
+    
+    @staticmethod
+    def cancel_card(
+        card_id: int,
+        user_id: Optional[int] = None,
+        reason: Optional[str] = None
+    ) -> Dict[str, Any]:
+        """
+        Cancel/deactivate a prepaid card
+        
+        Args:
+            card_id: Card ID
+            user_id: User cancelling card
+            reason: Cancellation reason
+            
+        Returns:
+            Updated card dict
+            
+        Raises:
+            ValueError: If card not found or already cancelled
+        """
+        card = KlippekortService.get_card(card_id)
+        
+        if not card:
+            raise ValueError(f"Prepaid card {card_id} not found")
+        
+        if card['status'] == 'cancelled':
+            raise ValueError(f"Card {card['card_number']} is already cancelled")
+        
+        logger.info(f"❌ Cancelling card {card['card_number']}")
+        
+        # Update status
+        execute_update(
+            "UPDATE tticket_prepaid_cards SET status = 'cancelled' WHERE id = %s",
+            (card_id,)
+        )
+        
+        # Log transaction
+        execute_insert(
+            """
+            INSERT INTO tticket_prepaid_transactions 
+            (card_id, transaction_type, hours, balance_after, description, created_by_user_id)
+            VALUES (%s, %s, %s, %s, %s, %s)
+            """,
+            (
+                card_id,
+                'cancellation',
+                Decimal('0'),
+                card['remaining_hours'],
+                reason or "Card cancelled",
+                user_id
+            )
+        )
+        
+        # Fetch updated card
+        updated = execute_query(
+            "SELECT * FROM tticket_prepaid_cards WHERE id = %s",
+            (card_id,),
+            fetchone=True
+        )
+        
+        logger.info(f"✅ Cancelled card {card['card_number']}")
+        return updated

app/ticket/backend/models.py

@@ -0,0 +1,497 @@
+"""
+Pydantic Models for Ticket System & Klippekort Module
+======================================================
+
+Alle models repræsenterer data fra tticket_* tabeller.
+Modulet er isoleret og har ingen afhængigheder til core Hub-models.
+"""
+
+from datetime import date, datetime
+from decimal import Decimal
+from typing import List, Optional
+from pydantic import BaseModel, Field, field_validator
+from enum import Enum
+
+
+# ============================================================================
+# ENUMS
+# ============================================================================
+
+class TicketStatus(str, Enum):
+    """Ticket status workflow"""
+    OPEN = "open"
+    IN_PROGRESS = "in_progress"
+    WAITING_CUSTOMER = "waiting_customer"
+    WAITING_INTERNAL = "waiting_internal"
+    RESOLVED = "resolved"
+    CLOSED = "closed"
+
+
+class TicketPriority(str, Enum):
+    """Ticket prioritet"""
+    LOW = "low"
+    NORMAL = "normal"
+    HIGH = "high"
+    URGENT = "urgent"
+
+
+class TicketSource(str, Enum):
+    """Hvor ticket blev oprettet fra"""
+    EMAIL = "email"
+    PORTAL = "portal"
+    PHONE = "phone"
+    MANUAL = "manual"
+    API = "api"
+
+
+class WorkType(str, Enum):
+    """Type af arbejde"""
+    SUPPORT = "support"
+    DEVELOPMENT = "development"
+    TROUBLESHOOTING = "troubleshooting"
+    ON_SITE = "on_site"
+    MEETING = "meeting"
+    OTHER = "other"
+
+
+class BillingMethod(str, Enum):
+    """Afregningsmetode"""
+    PREPAID_CARD = "prepaid_card"
+    INVOICE = "invoice"
+    INTERNAL = "internal"
+    WARRANTY = "warranty"
+
+
+class WorklogStatus(str, Enum):
+    """Worklog status"""
+    DRAFT = "draft"
+    BILLABLE = "billable"
+    BILLED = "billed"
+    NON_BILLABLE = "non_billable"
+
+
+class PrepaidCardStatus(str, Enum):
+    """Klippekort status"""
+    ACTIVE = "active"
+    DEPLETED = "depleted"
+    EXPIRED = "expired"
+    CANCELLED = "cancelled"
+
+
+class TransactionType(str, Enum):
+    """Klippekort transaction type"""
+    PURCHASE = "purchase"
+    TOP_UP = "top_up"
+    USAGE = "usage"
+    REFUND = "refund"
+    EXPIRATION = "expiration"
+    CANCELLATION = "cancellation"
+
+
+# ============================================================================
+# TICKET MODELS
+# ============================================================================
+
+class TTicketBase(BaseModel):
+    """Base model for ticket"""
+    subject: str = Field(..., min_length=1, max_length=500)
+    description: Optional[str] = None
+    status: TicketStatus = Field(default=TicketStatus.OPEN)
+    priority: TicketPriority = Field(default=TicketPriority.NORMAL)
+    category: Optional[str] = Field(None, max_length=100)
+    customer_id: Optional[int] = Field(None, description="Reference til customers.id")
+    contact_id: Optional[int] = Field(None, description="Reference til contacts.id")
+    assigned_to_user_id: Optional[int] = Field(None, description="Reference til users.user_id")
+    source: TicketSource = Field(default=TicketSource.MANUAL)
+    tags: Optional[List[str]] = Field(default_factory=list)
+    custom_fields: Optional[dict] = Field(default_factory=dict)
+
+
+class TTicketCreate(TTicketBase):
+    """Model for creating a ticket"""
+    ticket_number: Optional[str] = Field(None, description="Auto-generated hvis ikke angivet")
+    created_by_user_id: Optional[int] = Field(None, description="User der opretter ticket")
+
+
+class TTicketUpdate(BaseModel):
+    """Model for updating a ticket (partial updates)"""
+    subject: Optional[str] = Field(None, min_length=1, max_length=500)
+    description: Optional[str] = None
+    status: Optional[TicketStatus] = None
+    priority: Optional[TicketPriority] = None
+    category: Optional[str] = Field(None, max_length=100)
+    customer_id: Optional[int] = None
+    contact_id: Optional[int] = None
+    assigned_to_user_id: Optional[int] = None
+    tags: Optional[List[str]] = None
+    custom_fields: Optional[dict] = None
+
+
+class TTicket(TTicketBase):
+    """Full ticket model with DB fields"""
+    id: int
+    ticket_number: str
+    created_by_user_id: Optional[int] = None
+    created_at: datetime
+    updated_at: Optional[datetime] = None
+    first_response_at: Optional[datetime] = None
+    resolved_at: Optional[datetime] = None
+    closed_at: Optional[datetime] = None
+    
+    class Config:
+        from_attributes = True
+
+
+class TTicketWithStats(TTicket):
+    """Ticket med statistik (fra view)"""
+    comment_count: Optional[int] = 0
+    attachment_count: Optional[int] = 0
+    pending_hours: Optional[Decimal] = None
+    billed_hours: Optional[Decimal] = None
+    last_comment_at: Optional[datetime] = None
+    age_hours: Optional[float] = None
+    
+    class Config:
+        from_attributes = True
+
+
+# ============================================================================
+# COMMENT MODELS
+# ============================================================================
+
+class TTicketCommentBase(BaseModel):
+    """Base model for comment"""
+    comment_text: str = Field(..., min_length=1)
+    is_internal: bool = Field(default=False, description="Intern note (ikke kunde-synlig)")
+
+
+class TTicketCommentCreate(TTicketCommentBase):
+    """Model for creating a comment"""
+    ticket_id: int = Field(..., gt=0)
+    user_id: Optional[int] = Field(None, description="User der opretter kommentar")
+
+
+class TTicketComment(TTicketCommentBase):
+    """Full comment model with DB fields"""
+    id: int
+    ticket_id: int
+    user_id: Optional[int] = None
+    created_at: datetime
+    updated_at: Optional[datetime] = None
+    
+    class Config:
+        from_attributes = True
+
+
+# ============================================================================
+# ATTACHMENT MODELS
+# ============================================================================
+
+class TTicketAttachmentBase(BaseModel):
+    """Base model for attachment"""
+    file_name: str = Field(..., min_length=1, max_length=255)
+    file_path: str = Field(..., min_length=1, max_length=500)
+    file_size: Optional[int] = Field(None, ge=0)
+    mime_type: Optional[str] = Field(None, max_length=100)
+
+
+class TTicketAttachmentCreate(TTicketAttachmentBase):
+    """Model for creating an attachment"""
+    ticket_id: int = Field(..., gt=0)
+    uploaded_by_user_id: Optional[int] = None
+
+
+class TTicketAttachment(TTicketAttachmentBase):
+    """Full attachment model with DB fields"""
+    id: int
+    ticket_id: int
+    uploaded_by_user_id: Optional[int] = None
+    created_at: datetime
+    
+    class Config:
+        from_attributes = True
+
+
+# ============================================================================
+# WORKLOG MODELS
+# ============================================================================
+
+class TTicketWorklogBase(BaseModel):
+    """Base model for worklog entry"""
+    work_date: date = Field(..., description="Dato arbejdet blev udført")
+    hours: Decimal = Field(..., gt=0, le=24, description="Timer brugt")
+    work_type: WorkType = Field(default=WorkType.SUPPORT)
+    description: Optional[str] = None
+    billing_method: BillingMethod = Field(default=BillingMethod.INVOICE)
+    
+    @field_validator('hours')
+    @classmethod
+    def validate_hours(cls, v):
+        """Validate hours is reasonable (max 24 hours per day)"""
+        if v <= 0:
+            raise ValueError('Hours must be greater than 0')
+        if v > 24:
+            raise ValueError('Hours cannot exceed 24 per entry')
+        return v
+
+
+class TTicketWorklogCreate(TTicketWorklogBase):
+    """Model for creating a worklog entry"""
+    ticket_id: int = Field(..., gt=0)
+    user_id: Optional[int] = Field(None, description="User der opretter worklog")
+    prepaid_card_id: Optional[int] = Field(None, description="Klippekort ID hvis billing_method=prepaid_card")
+
+
+class TTicketWorklogUpdate(BaseModel):
+    """Model for updating a worklog entry (partial updates)"""
+    work_date: Optional[date] = None
+    hours: Optional[Decimal] = Field(None, gt=0, le=24)
+    work_type: Optional[WorkType] = None
+    description: Optional[str] = None
+    billing_method: Optional[BillingMethod] = None
+    status: Optional[WorklogStatus] = None
+    prepaid_card_id: Optional[int] = None
+
+
+class TTicketWorklog(TTicketWorklogBase):
+    """Full worklog model with DB fields"""
+    id: int
+    ticket_id: int
+    user_id: Optional[int] = None
+    status: WorklogStatus = Field(default=WorklogStatus.DRAFT)
+    prepaid_card_id: Optional[int] = None
+    created_at: datetime
+    updated_at: Optional[datetime] = None
+    billed_at: Optional[datetime] = None
+    
+    class Config:
+        from_attributes = True
+
+
+class TTicketWorklogWithDetails(TTicketWorklog):
+    """Worklog med ticket detaljer (til review UI)"""
+    ticket_number: Optional[str] = None
+    ticket_subject: Optional[str] = None
+    customer_id: Optional[int] = None
+    ticket_status: Optional[str] = None
+    has_sufficient_balance: Optional[bool] = True
+    
+    class Config:
+        from_attributes = True
+
+
+# ============================================================================
+# PREPAID CARD (KLIPPEKORT) MODELS
+# ============================================================================
+
+class TPrepaidCardBase(BaseModel):
+    """Base model for prepaid card"""
+    customer_id: int = Field(..., gt=0, description="Reference til customers.id")
+    purchased_hours: Decimal = Field(..., gt=0, description="Timer købt")
+    price_per_hour: Decimal = Field(..., gt=0, description="DKK pr. time")
+    total_amount: Decimal = Field(..., gt=0, description="Total pris DKK")
+    expires_at: Optional[datetime] = Field(None, description="Udløbsdato (NULL = ingen udløb)")
+    notes: Optional[str] = None
+    
+    @field_validator('total_amount')
+    @classmethod
+    def validate_total(cls, v, info):
+        """Validate that total_amount matches purchased_hours * price_per_hour"""
+        # Note: This validator runs after all fields are set in Pydantic v2
+        # If we need cross-field validation, use model_validator instead
+        if v <= 0:
+            raise ValueError('Total amount must be greater than 0')
+        return v
+
+
+class TPrepaidCardCreate(TPrepaidCardBase):
+    """Model for creating a prepaid card"""
+    card_number: Optional[str] = Field(None, description="Auto-generated hvis ikke angivet")
+    created_by_user_id: Optional[int] = Field(None, description="User der opretter kort")
+    economic_invoice_number: Optional[str] = Field(None, max_length=50)
+    economic_product_number: Optional[str] = Field(None, max_length=50)
+
+
+class TPrepaidCardUpdate(BaseModel):
+    """Model for updating a prepaid card (partial updates)"""
+    status: Optional[PrepaidCardStatus] = None
+    expires_at: Optional[datetime] = None
+    notes: Optional[str] = None
+    economic_invoice_number: Optional[str] = Field(None, max_length=50)
+    economic_product_number: Optional[str] = Field(None, max_length=50)
+
+
+class TPrepaidCard(TPrepaidCardBase):
+    """Full prepaid card model with DB fields"""
+    id: int
+    card_number: str
+    used_hours: Decimal = Field(default=Decimal('0'))
+    remaining_hours: Decimal  # Generated column
+    status: PrepaidCardStatus = Field(default=PrepaidCardStatus.ACTIVE)
+    purchased_at: datetime
+    economic_invoice_number: Optional[str] = None
+    economic_product_number: Optional[str] = None
+    created_by_user_id: Optional[int] = None
+    created_at: datetime
+    updated_at: Optional[datetime] = None
+    
+    class Config:
+        from_attributes = True
+
+
+class TPrepaidCardWithStats(TPrepaidCard):
+    """Prepaid card med statistik (fra view)"""
+    usage_count: Optional[int] = 0
+    total_hours_used: Optional[Decimal] = None
+    billed_usage_count: Optional[int] = 0
+    
+    class Config:
+        from_attributes = True
+
+
+# ============================================================================
+# PREPAID TRANSACTION MODELS
+# ============================================================================
+
+class TPrepaidTransactionBase(BaseModel):
+    """Base model for prepaid transaction"""
+    transaction_type: TransactionType
+    hours: Decimal = Field(..., description="Timer (positiv=tilføj, negativ=træk)")
+    description: Optional[str] = None
+
+
+class TPrepaidTransactionCreate(TPrepaidTransactionBase):
+    """Model for creating a transaction"""
+    card_id: int = Field(..., gt=0)
+    worklog_id: Optional[int] = Field(None, description="Reference til worklog (NULL for køb/top-up)")
+    balance_after: Decimal = Field(..., ge=0, description="Saldo efter transaction")
+    created_by_user_id: Optional[int] = None
+
+
+class TPrepaidTransaction(TPrepaidTransactionBase):
+    """Full transaction model with DB fields"""
+    id: int
+    card_id: int
+    worklog_id: Optional[int] = None
+    balance_after: Decimal
+    created_at: datetime
+    created_by_user_id: Optional[int] = None
+    
+    class Config:
+        from_attributes = True
+
+
+# ============================================================================
+# EMAIL INTEGRATION MODELS
+# ============================================================================
+
+class TTicketEmailLogBase(BaseModel):
+    """Base model for email log"""
+    action: str = Field(..., max_length=50)
+
+
+class TTicketEmailLogCreate(TTicketEmailLogBase):
+    """Model for creating an email log entry"""
+    ticket_id: Optional[int] = None
+    email_id: Optional[int] = Field(None, description="Reference til email_messages.id")
+    email_message_id: Optional[str] = Field(None, max_length=500, description="Email Message-ID header")
+
+
+class TTicketEmailLog(TTicketEmailLogBase):
+    """Full email log model with DB fields"""
+    id: int
+    ticket_id: Optional[int] = None
+    email_id: Optional[int] = None
+    email_message_id: Optional[str] = None
+    created_at: datetime
+    
+    class Config:
+        from_attributes = True
+
+
+# ============================================================================
+# AUDIT LOG MODELS
+# ============================================================================
+
+class TTicketAuditLogBase(BaseModel):
+    """Base model for audit log"""
+    entity_type: str = Field(..., max_length=50)
+    action: str = Field(..., max_length=50)
+    old_value: Optional[str] = None
+    new_value: Optional[str] = None
+    details: Optional[dict] = Field(default_factory=dict)
+
+
+class TTicketAuditLogCreate(TTicketAuditLogBase):
+    """Model for creating an audit log entry"""
+    ticket_id: Optional[int] = None
+    entity_id: Optional[int] = None
+    user_id: Optional[int] = None
+
+
+class TTicketAuditLog(TTicketAuditLogBase):
+    """Full audit log model with DB fields"""
+    id: int
+    ticket_id: Optional[int] = None
+    entity_id: Optional[int] = None
+    user_id: Optional[int] = None
+    created_at: datetime
+    
+    class Config:
+        from_attributes = True
+
+
+# ============================================================================
+# RESPONSE MODELS (for API responses)
+# ============================================================================
+
+class TicketListResponse(BaseModel):
+    """Response model for ticket lists"""
+    tickets: List[TTicketWithStats]
+    total: int
+    page: int = 1
+    page_size: int = 50
+
+
+class WorklogReviewResponse(BaseModel):
+    """Response model for worklog review page"""
+    worklogs: List[TTicketWorklogWithDetails]
+    total: int
+    total_hours: Decimal
+    total_billable_hours: Decimal
+
+
+class PrepaidCardBalanceResponse(BaseModel):
+    """Response model for prepaid card balance check"""
+    card: TPrepaidCardWithStats
+    can_deduct: bool
+    required_hours: Optional[Decimal] = None
+    message: Optional[str] = None
+
+
+# ============================================================================
+# REQUEST MODELS (for specific actions)
+# ============================================================================
+
+class TicketStatusUpdateRequest(BaseModel):
+    """Request model for updating ticket status"""
+    status: TicketStatus
+    note: Optional[str] = Field(None, description="Note til audit log")
+
+
+class WorklogBillingRequest(BaseModel):
+    """Request model for marking worklogs as billable"""
+    worklog_ids: List[int] = Field(..., min_length=1)
+    note: Optional[str] = Field(None, description="Note til audit log")
+
+
+class PrepaidCardTopUpRequest(BaseModel):
+    """Request model for topping up prepaid card"""
+    hours: Decimal = Field(..., gt=0, description="Timer at tilføje")
+    note: Optional[str] = Field(None, description="Beskrivelse af top-up")
+
+
+class PrepaidCardDeductRequest(BaseModel):
+    """Request model for deducting hours from prepaid card"""
+    worklog_id: int = Field(..., gt=0, description="Worklog ID der skal trækkes fra kort")
+    hours: Decimal = Field(..., gt=0, description="Timer at trække")

app/ticket/backend/router.py

@@ -0,0 +1,818 @@
+"""
+Ticket Module API Router
+=========================
+
+REST API endpoints for ticket system.
+"""
+
+import logging
+from typing import List, Optional
+from fastapi import APIRouter, HTTPException, Query, status
+from fastapi.responses import JSONResponse
+
+from app.ticket.backend.ticket_service import TicketService
+from app.ticket.backend.economic_export import ticket_economic_service
+from app.ticket.backend.models import (
+    TTicket,
+    TTicketCreate,
+    TTicketUpdate,
+    TTicketWithStats,
+    TTicketComment,
+    TTicketCommentCreate,
+    TTicketWorklog,
+    TTicketWorklogCreate,
+    TTicketWorklogUpdate,
+    TTicketWorklogWithDetails,
+    TicketListResponse,
+    TicketStatusUpdateRequest,
+    WorklogReviewResponse,
+    WorklogBillingRequest
+)
+from app.core.database import execute_query, execute_insert, execute_update
+from datetime import date
+
+logger = logging.getLogger(__name__)
+
+router = APIRouter()
+
+
+# ============================================================================
+# TICKET ENDPOINTS
+# ============================================================================
+
+@router.get("/tickets", response_model=TicketListResponse, tags=["Tickets"])
+async def list_tickets(
+    status: Optional[str] = Query(None, description="Filter by status"),
+    priority: Optional[str] = Query(None, description="Filter by priority"),
+    customer_id: Optional[int] = Query(None, description="Filter by customer"),
+    assigned_to_user_id: Optional[int] = Query(None, description="Filter by assigned user"),
+    search: Optional[str] = Query(None, description="Search in subject/description"),
+    limit: int = Query(50, ge=1, le=100, description="Number of results"),
+    offset: int = Query(0, ge=0, description="Offset for pagination")
+):
+    """
+    List tickets with optional filters
+    
+    - **status**: Filter by ticket status
+    - **priority**: Filter by priority level
+    - **customer_id**: Show tickets for specific customer
+    - **assigned_to_user_id**: Show tickets assigned to user
+    - **search**: Search in subject and description
+    """
+    try:
+        tickets = TicketService.list_tickets(
+            status=status,
+            priority=priority,
+            customer_id=customer_id,
+            assigned_to_user_id=assigned_to_user_id,
+            search=search,
+            limit=limit,
+            offset=offset
+        )
+        
+        # Get total count for pagination
+        total_query = "SELECT COUNT(*) as count FROM tticket_tickets WHERE 1=1"
+        params = []
+        
+        if status:
+            total_query += " AND status = %s"
+            params.append(status)
+        if customer_id:
+            total_query += " AND customer_id = %s"
+            params.append(customer_id)
+        
+        total_result = execute_query(total_query, tuple(params), fetchone=True)
+        total = total_result['count'] if total_result else 0
+        
+        return TicketListResponse(
+            tickets=tickets,
+            total=total,
+            page=offset // limit + 1,
+            page_size=limit
+        )
+        
+    except Exception as e:
+        logger.error(f"❌ Error listing tickets: {e}")
+        raise HTTPException(status_code=500, detail=str(e))
+
+
+@router.get("/tickets/{ticket_id}", response_model=TTicketWithStats, tags=["Tickets"])
+async def get_ticket(ticket_id: int):
+    """
+    Get single ticket with statistics
+    
+    Returns ticket with comment count, worklog hours, etc.
+    """
+    try:
+        ticket = TicketService.get_ticket_with_stats(ticket_id)
+        
+        if not ticket:
+            raise HTTPException(status_code=404, detail=f"Ticket {ticket_id} not found")
+        
+        return ticket
+        
+    except HTTPException:
+        raise
+    except Exception as e:
+        logger.error(f"❌ Error getting ticket {ticket_id}: {e}")
+        raise HTTPException(status_code=500, detail=str(e))
+
+
+@router.post("/tickets", response_model=TTicket, status_code=status.HTTP_201_CREATED, tags=["Tickets"])
+async def create_ticket(
+    ticket_data: TTicketCreate,
+    user_id: Optional[int] = Query(None, description="User creating ticket")
+):
+    """
+    Create new ticket
+    
+    Ticket number will be auto-generated if not provided.
+    """
+    try:
+        ticket = TicketService.create_ticket(ticket_data, user_id=user_id)
+        logger.info(f"✅ Created ticket {ticket['ticket_number']}")
+        return ticket
+        
+    except Exception as e:
+        logger.error(f"❌ Error creating ticket: {e}")
+        raise HTTPException(status_code=500, detail=str(e))
+
+
+@router.patch("/tickets/{ticket_id}", response_model=TTicket, tags=["Tickets"])
+async def update_ticket(
+    ticket_id: int,
+    update_data: TTicketUpdate,
+    user_id: Optional[int] = Query(None, description="User making update")
+):
+    """
+    Update ticket (partial update)
+    
+    Only provided fields will be updated.
+    """
+    try:
+        ticket = TicketService.update_ticket(ticket_id, update_data, user_id=user_id)
+        return ticket
+        
+    except ValueError as e:
+        raise HTTPException(status_code=404, detail=str(e))
+    except Exception as e:
+        logger.error(f"❌ Error updating ticket {ticket_id}: {e}")
+        raise HTTPException(status_code=500, detail=str(e))
+
+
+@router.put("/tickets/{ticket_id}/status", response_model=TTicket, tags=["Tickets"])
+async def update_ticket_status(
+    ticket_id: int,
+    request: TicketStatusUpdateRequest,
+    user_id: Optional[int] = Query(None, description="User changing status")
+):
+    """
+    Update ticket status with validation
+    
+    Status transitions are validated according to workflow rules.
+    """
+    try:
+        ticket = TicketService.update_ticket_status(
+            ticket_id,
+            request.status.value,
+            user_id=user_id,
+            note=request.note
+        )
+        return ticket
+        
+    except ValueError as e:
+        raise HTTPException(status_code=400, detail=str(e))
+    except Exception as e:
+        logger.error(f"❌ Error updating status for ticket {ticket_id}: {e}")
+        raise HTTPException(status_code=500, detail=str(e))
+
+
+@router.put("/tickets/{ticket_id}/assign", response_model=TTicket, tags=["Tickets"])
+async def assign_ticket(
+    ticket_id: int,
+    assigned_to_user_id: int = Query(..., description="User to assign to"),
+    user_id: Optional[int] = Query(None, description="User making assignment")
+):
+    """
+    Assign ticket to a user
+    """
+    try:
+        ticket = TicketService.assign_ticket(ticket_id, assigned_to_user_id, user_id=user_id)
+        return ticket
+        
+    except ValueError as e:
+        raise HTTPException(status_code=404, detail=str(e))
+    except Exception as e:
+        logger.error(f"❌ Error assigning ticket {ticket_id}: {e}")
+        raise HTTPException(status_code=500, detail=str(e))
+
+
+# ============================================================================
+# COMMENT ENDPOINTS
+# ============================================================================
+
+@router.get("/tickets/{ticket_id}/comments", response_model=List[TTicketComment], tags=["Comments"])
+async def list_comments(ticket_id: int):
+    """
+    List all comments for a ticket
+    """
+    try:
+        comments = execute_query(
+            "SELECT * FROM tticket_comments WHERE ticket_id = %s ORDER BY created_at ASC",
+            (ticket_id,)
+        )
+        return comments or []
+        
+    except Exception as e:
+        logger.error(f"❌ Error listing comments for ticket {ticket_id}: {e}")
+        raise HTTPException(status_code=500, detail=str(e))
+
+
+@router.post("/tickets/{ticket_id}/comments", response_model=TTicketComment, status_code=status.HTTP_201_CREATED, tags=["Comments"])
+async def add_comment(
+    ticket_id: int,
+    comment_text: str = Query(..., min_length=1, description="Comment text"),
+    is_internal: bool = Query(False, description="Is internal note"),
+    user_id: Optional[int] = Query(None, description="User adding comment")
+):
+    """
+    Add comment to ticket
+    
+    - **is_internal**: If true, comment is only visible to staff
+    """
+    try:
+        comment = TicketService.add_comment(
+            ticket_id,
+            comment_text,
+            user_id=user_id,
+            is_internal=is_internal
+        )
+        return comment
+        
+    except ValueError as e:
+        raise HTTPException(status_code=404, detail=str(e))
+    except Exception as e:
+        logger.error(f"❌ Error adding comment to ticket {ticket_id}: {e}")
+        raise HTTPException(status_code=500, detail=str(e))
+
+
+# ============================================================================
+# WORKLOG ENDPOINTS
+# ============================================================================
+
+@router.get("/tickets/{ticket_id}/worklog", response_model=List[TTicketWorklog], tags=["Worklog"])
+async def list_worklog(ticket_id: int):
+    """
+    List all worklog entries for a ticket
+    """
+    try:
+        worklog = execute_query(
+            "SELECT * FROM tticket_worklog WHERE ticket_id = %s ORDER BY work_date DESC",
+            (ticket_id,)
+        )
+        return worklog or []
+        
+    except Exception as e:
+        logger.error(f"❌ Error listing worklog for ticket {ticket_id}: {e}")
+        raise HTTPException(status_code=500, detail=str(e))
+
+
+@router.post("/tickets/{ticket_id}/worklog", response_model=TTicketWorklog, status_code=status.HTTP_201_CREATED, tags=["Worklog"])
+async def create_worklog(
+    ticket_id: int,
+    worklog_data: TTicketWorklogCreate,
+    user_id: Optional[int] = Query(None, description="User creating worklog")
+):
+    """
+    Create worklog entry for ticket
+    
+    Creates time entry in draft status.
+    """
+    try:
+        from psycopg2.extras import Json
+        
+        worklog_id = execute_insert(
+            """
+            INSERT INTO tticket_worklog 
+            (ticket_id, work_date, hours, work_type, description, billing_method, status, user_id, prepaid_card_id)
+            VALUES (%s, %s, %s, %s, %s, %s, %s, %s, %s)
+            """,
+            (
+                ticket_id,
+                worklog_data.work_date,
+                worklog_data.hours,
+                worklog_data.work_type.value,
+                worklog_data.description,
+                worklog_data.billing_method.value,
+                'draft',
+                user_id or worklog_data.user_id,
+                worklog_data.prepaid_card_id
+            )
+        )
+        
+        # Log audit
+        TicketService.log_audit(
+            ticket_id=ticket_id,
+            entity_type="worklog",
+            entity_id=worklog_id,
+            user_id=user_id,
+            action="created",
+            details={"hours": float(worklog_data.hours), "work_type": worklog_data.work_type.value}
+        )
+        
+        worklog = execute_query(
+            "SELECT * FROM tticket_worklog WHERE id = %s",
+            (worklog_id,),
+            fetchone=True
+        )
+        
+        logger.info(f"✅ Created worklog entry {worklog_id} for ticket {ticket_id}")
+        return worklog
+        
+    except Exception as e:
+        logger.error(f"❌ Error creating worklog: {e}")
+        raise HTTPException(status_code=500, detail=str(e))
+
+
+@router.patch("/worklog/{worklog_id}", response_model=TTicketWorklog, tags=["Worklog"])
+async def update_worklog(
+    worklog_id: int,
+    update_data: TTicketWorklogUpdate,
+    user_id: Optional[int] = Query(None, description="User updating worklog")
+):
+    """
+    Update worklog entry (partial update)
+    
+    Only draft entries can be fully edited.
+    """
+    try:
+        # Get current worklog
+        current = execute_query(
+            "SELECT * FROM tticket_worklog WHERE id = %s",
+            (worklog_id,),
+            fetchone=True
+        )
+        
+        if not current:
+            raise HTTPException(status_code=404, detail=f"Worklog {worklog_id} not found")
+        
+        # Build update query
+        updates = []
+        params = []
+        
+        update_dict = update_data.model_dump(exclude_unset=True)
+        
+        for field, value in update_dict.items():
+            if hasattr(value, 'value'):
+                value = value.value
+            updates.append(f"{field} = %s")
+            params.append(value)
+        
+        if updates:
+            params.append(worklog_id)
+            query = f"UPDATE tticket_worklog SET {', '.join(updates)} WHERE id = %s"
+            execute_update(query, tuple(params))
+            
+            # Log audit
+            TicketService.log_audit(
+                ticket_id=current['ticket_id'],
+                entity_type="worklog",
+                entity_id=worklog_id,
+                user_id=user_id,
+                action="updated",
+                details=update_dict
+            )
+        
+        # Fetch updated
+        worklog = execute_query(
+            "SELECT * FROM tticket_worklog WHERE id = %s",
+            (worklog_id,),
+            fetchone=True
+        )
+        
+        return worklog
+        
+    except HTTPException:
+        raise
+    except Exception as e:
+        logger.error(f"❌ Error updating worklog {worklog_id}: {e}")
+        raise HTTPException(status_code=500, detail=str(e))
+
+
+@router.get("/worklog/review", response_model=WorklogReviewResponse, tags=["Worklog"])
+async def review_worklog(
+    customer_id: Optional[int] = Query(None, description="Filter by customer"),
+    status: str = Query("draft", description="Filter by status (default: draft)")
+):
+    """
+    Get worklog entries for review/billing
+    
+    Returns entries ready for review with ticket context.
+    """
+    try:
+        from decimal import Decimal
+        
+        query = """
+            SELECT w.*, t.ticket_number, t.subject AS ticket_subject, 
+                   t.customer_id, t.status AS ticket_status
+            FROM tticket_worklog w
+            JOIN tticket_tickets t ON w.ticket_id = t.id
+            WHERE w.status = %s
+        """
+        params = [status]
+        
+        if customer_id:
+            query += " AND t.customer_id = %s"
+            params.append(customer_id)
+        
+        query += " ORDER BY w.work_date DESC, t.customer_id"
+        
+        worklogs = execute_query(query, tuple(params))
+        
+        # Calculate totals
+        total_hours = Decimal('0')
+        total_billable_hours = Decimal('0')
+        
+        for w in worklogs or []:
+            total_hours += Decimal(str(w['hours']))
+            if w['status'] in ['draft', 'billable']:
+                total_billable_hours += Decimal(str(w['hours']))
+        
+        return WorklogReviewResponse(
+            worklogs=worklogs or [],
+            total=len(worklogs) if worklogs else 0,
+            total_hours=total_hours,
+            total_billable_hours=total_billable_hours
+        )
+        
+    except Exception as e:
+        logger.error(f"❌ Error getting worklog review: {e}")
+        raise HTTPException(status_code=500, detail=str(e))
+
+
+@router.post("/worklog/mark-billable", tags=["Worklog"])
+async def mark_worklog_billable(
+    request: WorklogBillingRequest,
+    user_id: Optional[int] = Query(None, description="User marking as billable")
+):
+    """
+    Mark worklog entries as billable
+    
+    Changes status from draft to billable for selected entries.
+    """
+    try:
+        updated_count = 0
+        
+        for worklog_id in request.worklog_ids:
+            # Get worklog
+            worklog = execute_query(
+                "SELECT * FROM tticket_worklog WHERE id = %s",
+                (worklog_id,),
+                fetchone=True
+            )
+            
+            if not worklog:
+                logger.warning(f"⚠️ Worklog {worklog_id} not found, skipping")
+                continue
+            
+            if worklog['status'] != 'draft':
+                logger.warning(f"⚠️ Worklog {worklog_id} not in draft status, skipping")
+                continue
+            
+            # Update to billable
+            execute_update(
+                "UPDATE tticket_worklog SET status = 'billable' WHERE id = %s",
+                (worklog_id,)
+            )
+            
+            # Log audit
+            TicketService.log_audit(
+                ticket_id=worklog['ticket_id'],
+                entity_type="worklog",
+                entity_id=worklog_id,
+                user_id=user_id,
+                action="marked_billable",
+                old_value="draft",
+                new_value="billable",
+                details={"note": request.note} if request.note else None
+            )
+            
+            updated_count += 1
+        
+        logger.info(f"✅ Marked {updated_count} worklog entries as billable")
+        
+        return JSONResponse(
+            content={
+                "success": True,
+                "updated_count": updated_count,
+                "message": f"Marked {updated_count} entries as billable"
+            }
+        )
+        
+    except Exception as e:
+        logger.error(f"❌ Error marking worklog as billable: {e}")
+        raise HTTPException(status_code=500, detail=str(e))
+
+
+# ============================================================================
+# PREPAID CARD (KLIPPEKORT) ENDPOINTS
+# ============================================================================
+
+from app.ticket.backend.klippekort_service import KlippekortService
+from app.ticket.backend.models import (
+    TPrepaidCard,
+    TPrepaidCardCreate,
+    TPrepaidCardUpdate,
+    TPrepaidCardWithStats,
+    TPrepaidTransaction,
+    PrepaidCardBalanceResponse,
+    PrepaidCardTopUpRequest
+)
+
+
+@router.get("/prepaid-cards", response_model=List[TPrepaidCard], tags=["Prepaid Cards"])
+async def list_prepaid_cards(
+    customer_id: Optional[int] = Query(None, description="Filter by customer"),
+    status: Optional[str] = Query(None, description="Filter by status"),
+    limit: int = Query(50, ge=1, le=100),
+    offset: int = Query(0, ge=0)
+):
+    """
+    List prepaid cards with optional filters
+    """
+    try:
+        cards = KlippekortService.list_cards(
+            customer_id=customer_id,
+            status=status,
+            limit=limit,
+            offset=offset
+        )
+        return cards
+        
+    except Exception as e:
+        logger.error(f"❌ Error listing prepaid cards: {e}")
+        raise HTTPException(status_code=500, detail=str(e))
+
+
+@router.get("/prepaid-cards/{card_id}", response_model=TPrepaidCardWithStats, tags=["Prepaid Cards"])
+async def get_prepaid_card(card_id: int):
+    """
+    Get prepaid card with usage statistics
+    """
+    try:
+        card = KlippekortService.get_card_with_stats(card_id)
+        
+        if not card:
+            raise HTTPException(status_code=404, detail=f"Prepaid card {card_id} not found")
+        
+        return card
+        
+    except HTTPException:
+        raise
+    except Exception as e:
+        logger.error(f"❌ Error getting prepaid card {card_id}: {e}")
+        raise HTTPException(status_code=500, detail=str(e))
+
+
+@router.post("/prepaid-cards", response_model=TPrepaidCard, status_code=status.HTTP_201_CREATED, tags=["Prepaid Cards"])
+async def purchase_prepaid_card(
+    card_data: TPrepaidCardCreate,
+    user_id: Optional[int] = Query(None, description="User purchasing card")
+):
+    """
+    Purchase new prepaid card
+    
+    CONSTRAINT: Only 1 active card allowed per customer.
+    Will fail if customer already has an active card.
+    """
+    try:
+        card = KlippekortService.purchase_card(card_data, user_id=user_id)
+        logger.info(f"✅ Purchased prepaid card {card['card_number']}")
+        return card
+        
+    except ValueError as e:
+        raise HTTPException(status_code=400, detail=str(e))
+    except Exception as e:
+        logger.error(f"❌ Error purchasing prepaid card: {e}")
+        raise HTTPException(status_code=500, detail=str(e))
+
+
+@router.get("/prepaid-cards/customer/{customer_id}/balance", response_model=PrepaidCardBalanceResponse, tags=["Prepaid Cards"])
+async def check_customer_balance(customer_id: int):
+    """
+    Check prepaid card balance for customer
+    
+    Returns balance info for customer's active card.
+    """
+    try:
+        balance_info = KlippekortService.check_balance(customer_id)
+        
+        if not balance_info['has_card']:
+            return PrepaidCardBalanceResponse(
+                card=None,
+                can_deduct=False,
+                message=f"Customer {customer_id} has no active prepaid card"
+            )
+        
+        # Get card details
+        card = KlippekortService.get_card_with_stats(balance_info['card_id'])
+        
+        return PrepaidCardBalanceResponse(
+            card=card,
+            can_deduct=balance_info['balance_hours'] > 0,
+            message=f"Balance: {balance_info['balance_hours']}h"
+        )
+        
+    except Exception as e:
+        logger.error(f"❌ Error checking balance for customer {customer_id}: {e}")
+        raise HTTPException(status_code=500, detail=str(e))
+
+
+@router.post("/prepaid-cards/{card_id}/top-up", response_model=TPrepaidTransaction, tags=["Prepaid Cards"])
+async def top_up_prepaid_card(
+    card_id: int,
+    request: PrepaidCardTopUpRequest,
+    user_id: Optional[int] = Query(None, description="User performing top-up")
+):
+    """
+    Top up prepaid card with additional hours
+    """
+    try:
+        transaction = KlippekortService.top_up_card(
+            card_id,
+            request.hours,
+            user_id=user_id,
+            note=request.note
+        )
+        return transaction
+        
+    except ValueError as e:
+        raise HTTPException(status_code=400, detail=str(e))
+    except Exception as e:
+        logger.error(f"❌ Error topping up card {card_id}: {e}")
+        raise HTTPException(status_code=500, detail=str(e))
+
+
+@router.get("/prepaid-cards/{card_id}/transactions", response_model=List[TPrepaidTransaction], tags=["Prepaid Cards"])
+async def get_card_transactions(
+    card_id: int,
+    limit: int = Query(100, ge=1, le=500)
+):
+    """
+    Get transaction history for prepaid card
+    """
+    try:
+        transactions = KlippekortService.get_transactions(card_id, limit=limit)
+        return transactions
+        
+    except Exception as e:
+        logger.error(f"❌ Error getting transactions for card {card_id}: {e}")
+        raise HTTPException(status_code=500, detail=str(e))
+
+
+@router.delete("/prepaid-cards/{card_id}", response_model=TPrepaidCard, tags=["Prepaid Cards"])
+async def cancel_prepaid_card(
+    card_id: int,
+    reason: Optional[str] = Query(None, description="Cancellation reason"),
+    user_id: Optional[int] = Query(None, description="User cancelling card")
+):
+    """
+    Cancel/deactivate prepaid card
+    """
+    try:
+        card = KlippekortService.cancel_card(card_id, user_id=user_id, reason=reason)
+        return card
+        
+    except ValueError as e:
+        raise HTTPException(status_code=400, detail=str(e))
+    except Exception as e:
+        logger.error(f"❌ Error cancelling card {card_id}: {e}")
+        raise HTTPException(status_code=500, detail=str(e))
+
+
+# ============================================================================
+# STATISTICS ENDPOINTS
+# ============================================================================
+
+@router.get("/tickets/stats/by-status", tags=["Statistics"])
+async def get_stats_by_status():
+    """
+    Get ticket statistics grouped by status
+    """
+    try:
+        stats = execute_query(
+            "SELECT * FROM tticket_stats_by_status ORDER BY status"
+        )
+        return stats or []
+        
+    except Exception as e:
+        logger.error(f"❌ Error getting stats: {e}")
+        raise HTTPException(status_code=500, detail=str(e))
+
+
+@router.get("/tickets/stats/open", tags=["Statistics"])
+async def get_open_tickets_stats():
+    """
+    Get statistics for open tickets
+    """
+    try:
+        stats = execute_query(
+            """
+            SELECT 
+                COUNT(*) as total_open,
+                COUNT(*) FILTER (WHERE status = 'open') as new_tickets,
+                COUNT(*) FILTER (WHERE status = 'in_progress') as in_progress,
+                COUNT(*) FILTER (WHERE priority = 'urgent') as urgent_count,
+                AVG(age_hours) as avg_age_hours
+            FROM tticket_open_tickets
+            """,
+            fetchone=True
+        )
+        
+        return stats or {}
+        
+    except Exception as e:
+        logger.error(f"❌ Error getting open tickets stats: {e}")
+        raise HTTPException(status_code=500, detail=str(e))
+
+
+# ============================================================================
+# E-CONOMIC EXPORT ENDPOINTS
+# ============================================================================
+
+@router.post("/worklog/export/preview", tags=["E-conomic Export"])
+async def preview_economic_export(
+    customer_id: int = Query(..., description="Customer ID"),
+    worklog_ids: Optional[List[int]] = Query(None, description="Specific worklog IDs to export"),
+    date_from: Optional[date] = Query(None, description="Start date filter"),
+    date_to: Optional[date] = Query(None, description="End date filter")
+):
+    """
+    Preview what would be exported to e-conomic without actually exporting
+    
+    **Safety**: This is read-only and safe to call
+    """
+    try:
+        preview = await ticket_economic_service.get_export_preview(
+            customer_id=customer_id,
+            worklog_ids=worklog_ids,
+            date_from=date_from,
+            date_to=date_to
+        )
+        
+        return preview
+        
+    except Exception as e:
+        logger.error(f"❌ Error generating export preview: {e}")
+        raise HTTPException(status_code=500, detail=str(e))
+
+
+@router.post("/worklog/export/execute", tags=["E-conomic Export"])
+async def execute_economic_export(
+    customer_id: int = Query(..., description="Customer ID"),
+    worklog_ids: Optional[List[int]] = Query(None, description="Specific worklog IDs to export"),
+    date_from: Optional[date] = Query(None, description="Start date filter"),
+    date_to: Optional[date] = Query(None, description="End date filter")
+):
+    """
+    Export billable worklog entries to e-conomic as draft invoice
+    
+    **⚠️ WARNING**: This creates invoices in e-conomic (subject to safety switches)
+    
+    **Safety Switches**:
+    - `TICKET_ECONOMIC_READ_ONLY=true`: Blocks execution
+    - `TICKET_ECONOMIC_DRY_RUN=true`: Logs but doesn't execute
+    - Both must be `false` to actually export
+    
+    **Process**:
+    1. Validates customer has e-conomic mapping
+    2. Collects billable worklog entries
+    3. Creates draft invoice in e-conomic
+    4. Marks worklog entries as "billed"
+    """
+    try:
+        result = await ticket_economic_service.export_billable_worklog_batch(
+            customer_id=customer_id,
+            worklog_ids=worklog_ids,
+            date_from=date_from,
+            date_to=date_to
+        )
+        
+        if result['status'] == 'blocked':
+            return JSONResponse(
+                status_code=403,
+                content={
+                    'error': 'Export blocked by safety switches',
+                    'read_only': result.get('read_only'),
+                    'dry_run': result.get('dry_run'),
+                    'message': 'Set TICKET_ECONOMIC_READ_ONLY=false and TICKET_ECONOMIC_DRY_RUN=false to enable'
+                }
+            )
+        
+        return result
+        
+    except ValueError as e:
+        raise HTTPException(status_code=400, detail=str(e))
+    except Exception as e:
+        logger.error(f"❌ Error executing export: {e}")
+        raise HTTPException(status_code=500, detail=str(e))

app/ticket/backend/ticket_service.py

@@ -0,0 +1,543 @@
+"""
+Ticket Service
+==============
+
+Business logic for ticket operations: status transitions, validation, audit logging.
+"""
+
+import logging
+from datetime import datetime
+from typing import Optional, Dict, Any, List
+from decimal import Decimal
+
+from app.core.database import execute_query, execute_insert, execute_update
+from app.ticket.backend.models import (
+    TicketStatus, 
+    TicketPriority,
+    TTicketCreate,
+    TTicketUpdate,
+    TTicket
+)
+
+logger = logging.getLogger(__name__)
+
+
+class TicketService:
+    """Service for ticket business logic"""
+    
+    # Status transition rules (which transitions are allowed)
+    ALLOWED_TRANSITIONS = {
+        TicketStatus.OPEN: [TicketStatus.IN_PROGRESS, TicketStatus.CLOSED],
+        TicketStatus.IN_PROGRESS: [
+            TicketStatus.WAITING_CUSTOMER, 
+            TicketStatus.WAITING_INTERNAL, 
+            TicketStatus.RESOLVED
+        ],
+        TicketStatus.WAITING_CUSTOMER: [TicketStatus.IN_PROGRESS, TicketStatus.CLOSED],
+        TicketStatus.WAITING_INTERNAL: [TicketStatus.IN_PROGRESS, TicketStatus.CLOSED],
+        TicketStatus.RESOLVED: [TicketStatus.CLOSED, TicketStatus.IN_PROGRESS],  # Can reopen
+        TicketStatus.CLOSED: []  # Cannot transition from closed
+    }
+    
+    @staticmethod
+    def validate_status_transition(current_status: str, new_status: str) -> tuple[bool, Optional[str]]:
+        """
+        Validate if status transition is allowed
+        
+        Returns:
+            (is_valid, error_message)
+        """
+        try:
+            current = TicketStatus(current_status)
+            new = TicketStatus(new_status)
+        except ValueError as e:
+            return False, f"Invalid status: {e}"
+        
+        if current == new:
+            return True, None  # Same status is OK
+        
+        allowed = TicketService.ALLOWED_TRANSITIONS.get(current, [])
+        if new not in allowed:
+            return False, f"Cannot transition from {current.value} to {new.value}"
+        
+        return True, None
+    
+    @staticmethod
+    def create_ticket(
+        ticket_data: TTicketCreate,
+        user_id: Optional[int] = None
+    ) -> Dict[str, Any]:
+        """
+        Create a new ticket with auto-generated ticket_number if not provided
+        
+        Args:
+            ticket_data: Ticket creation data
+            user_id: User creating the ticket
+            
+        Returns:
+            Created ticket dict
+        """
+        logger.info(f"🎫 Creating ticket: {ticket_data.subject}")
+        
+        # Prepare data for PostgreSQL (convert Python types to SQL types)
+        import json
+        from psycopg2.extras import Json
+        
+        # Insert ticket (trigger will auto-generate ticket_number if NULL)
+        ticket_id = execute_insert(
+            """
+            INSERT INTO tticket_tickets (
+                ticket_number, subject, description, status, priority, category,
+                customer_id, contact_id, assigned_to_user_id, created_by_user_id,
+                source, tags, custom_fields
+            ) VALUES (%s, %s, %s, %s, %s, %s, %s, %s, %s, %s, %s, %s, %s)
+            """,
+            (
+                ticket_data.ticket_number,
+                ticket_data.subject,
+                ticket_data.description,
+                ticket_data.status.value,
+                ticket_data.priority.value,
+                ticket_data.category,
+                ticket_data.customer_id,
+                ticket_data.contact_id,
+                ticket_data.assigned_to_user_id,
+                user_id or ticket_data.created_by_user_id,
+                ticket_data.source.value,
+                ticket_data.tags or [],  # PostgreSQL array
+                Json(ticket_data.custom_fields or {})  # PostgreSQL JSONB
+            )
+        )
+        
+        # Log creation
+        TicketService.log_audit(
+            ticket_id=ticket_id,
+            entity_type="ticket",
+            entity_id=ticket_id,
+            user_id=user_id,
+            action="created",
+            details={"subject": ticket_data.subject, "status": ticket_data.status.value}
+        )
+        
+        # Fetch created ticket
+        ticket = execute_query(
+            "SELECT * FROM tticket_tickets WHERE id = %s",
+            (ticket_id,),
+            fetchone=True
+        )
+        
+        logger.info(f"✅ Created ticket {ticket['ticket_number']} (ID: {ticket_id})")
+        return ticket
+    
+    @staticmethod
+    def update_ticket(
+        ticket_id: int,
+        update_data: TTicketUpdate,
+        user_id: Optional[int] = None
+    ) -> Dict[str, Any]:
+        """
+        Update ticket with partial data
+        
+        Args:
+            ticket_id: Ticket ID to update
+            update_data: Fields to update
+            user_id: User making the update
+            
+        Returns:
+            Updated ticket dict
+        """
+        # Get current ticket
+        current = execute_query(
+            "SELECT * FROM tticket_tickets WHERE id = %s",
+            (ticket_id,),
+            fetchone=True
+        )
+        
+        if not current:
+            raise ValueError(f"Ticket {ticket_id} not found")
+        
+        # Build UPDATE query dynamically
+        import json
+        from psycopg2.extras import Json
+        
+        updates = []
+        params = []
+        
+        update_dict = update_data.model_dump(exclude_unset=True)
+        
+        for field, value in update_dict.items():
+            # Convert enums to values
+            if hasattr(value, 'value'):
+                value = value.value
+            # Convert dict to JSON for PostgreSQL JSONB
+            elif field == 'custom_fields' and isinstance(value, dict):
+                value = Json(value)
+            # Arrays are handled automatically by psycopg2
+            
+            updates.append(f"{field} = %s")
+            params.append(value)
+        
+        if not updates:
+            logger.warning(f"No fields to update for ticket {ticket_id}")
+            return current
+        
+        # Add ticket_id to params
+        params.append(ticket_id)
+        
+        query = f"UPDATE tticket_tickets SET {', '.join(updates)} WHERE id = %s"
+        execute_update(query, tuple(params))
+        
+        # Log update
+        TicketService.log_audit(
+            ticket_id=ticket_id,
+            entity_type="ticket",
+            entity_id=ticket_id,
+            user_id=user_id,
+            action="updated",
+            details=update_dict
+        )
+        
+        # Fetch updated ticket
+        updated = execute_query(
+            "SELECT * FROM tticket_tickets WHERE id = %s",
+            (ticket_id,),
+            fetchone=True
+        )
+        
+        logger.info(f"✅ Updated ticket {updated['ticket_number']}")
+        return updated
+    
+    @staticmethod
+    def update_ticket_status(
+        ticket_id: int,
+        new_status: str,
+        user_id: Optional[int] = None,
+        note: Optional[str] = None
+    ) -> Dict[str, Any]:
+        """
+        Update ticket status with validation
+        
+        Args:
+            ticket_id: Ticket ID
+            new_status: New status value
+            user_id: User making the change
+            note: Optional note for audit log
+            
+        Returns:
+            Updated ticket dict
+            
+        Raises:
+            ValueError: If transition is not allowed
+        """
+        # Get current ticket
+        current = execute_query(
+            "SELECT * FROM tticket_tickets WHERE id = %s",
+            (ticket_id,),
+            fetchone=True
+        )
+        
+        if not current:
+            raise ValueError(f"Ticket {ticket_id} not found")
+        
+        current_status = current['status']
+        
+        # Validate transition
+        is_valid, error = TicketService.validate_status_transition(current_status, new_status)
+        if not is_valid:
+            logger.error(f"❌ Invalid status transition: {error}")
+            raise ValueError(error)
+        
+        # Update status
+        execute_update(
+            "UPDATE tticket_tickets SET status = %s WHERE id = %s",
+            (new_status, ticket_id)
+        )
+        
+        # Update resolved_at timestamp if transitioning to resolved
+        if new_status == TicketStatus.RESOLVED.value and not current['resolved_at']:
+            execute_update(
+                "UPDATE tticket_tickets SET resolved_at = CURRENT_TIMESTAMP WHERE id = %s",
+                (ticket_id,)
+            )
+        
+        # Update closed_at timestamp if transitioning to closed
+        if new_status == TicketStatus.CLOSED.value and not current['closed_at']:
+            execute_update(
+                "UPDATE tticket_tickets SET closed_at = CURRENT_TIMESTAMP WHERE id = %s",
+                (ticket_id,)
+            )
+        
+        # Log status change
+        TicketService.log_audit(
+            ticket_id=ticket_id,
+            entity_type="ticket",
+            entity_id=ticket_id,
+            user_id=user_id,
+            action="status_changed",
+            old_value=current_status,
+            new_value=new_status,
+            details={"note": note} if note else None
+        )
+        
+        # Fetch updated ticket
+        updated = execute_query(
+            "SELECT * FROM tticket_tickets WHERE id = %s",
+            (ticket_id,),
+            fetchone=True
+        )
+        
+        logger.info(f"✅ Updated ticket {updated['ticket_number']} status: {current_status} → {new_status}")
+        return updated
+    
+    @staticmethod
+    def assign_ticket(
+        ticket_id: int,
+        assigned_to_user_id: int,
+        user_id: Optional[int] = None
+    ) -> Dict[str, Any]:
+        """
+        Assign ticket to a user
+        
+        Args:
+            ticket_id: Ticket ID
+            assigned_to_user_id: User to assign to
+            user_id: User making the assignment
+            
+        Returns:
+            Updated ticket dict
+        """
+        # Get current assignment
+        current = execute_query(
+            "SELECT assigned_to_user_id FROM tticket_tickets WHERE id = %s",
+            (ticket_id,),
+            fetchone=True
+        )
+        
+        if not current:
+            raise ValueError(f"Ticket {ticket_id} not found")
+        
+        # Update assignment
+        execute_update(
+            "UPDATE tticket_tickets SET assigned_to_user_id = %s WHERE id = %s",
+            (assigned_to_user_id, ticket_id)
+        )
+        
+        # Log assignment
+        TicketService.log_audit(
+            ticket_id=ticket_id,
+            entity_type="ticket",
+            entity_id=ticket_id,
+            user_id=user_id,
+            action="assigned",
+            old_value=str(current['assigned_to_user_id']) if current['assigned_to_user_id'] else None,
+            new_value=str(assigned_to_user_id)
+        )
+        
+        # Fetch updated ticket
+        updated = execute_query(
+            "SELECT * FROM tticket_tickets WHERE id = %s",
+            (ticket_id,),
+            fetchone=True
+        )
+        
+        logger.info(f"✅ Assigned ticket {updated['ticket_number']} to user {assigned_to_user_id}")
+        return updated
+    
+    @staticmethod
+    def add_comment(
+        ticket_id: int,
+        comment_text: str,
+        user_id: Optional[int] = None,
+        is_internal: bool = False
+    ) -> Dict[str, Any]:
+        """
+        Add a comment to a ticket
+        
+        Args:
+            ticket_id: Ticket ID
+            comment_text: Comment content
+            user_id: User adding comment
+            is_internal: Whether comment is internal
+            
+        Returns:
+            Created comment dict
+        """
+        # Verify ticket exists
+        ticket = execute_query(
+            "SELECT id FROM tticket_tickets WHERE id = %s",
+            (ticket_id,),
+            fetchone=True
+        )
+        
+        if not ticket:
+            raise ValueError(f"Ticket {ticket_id} not found")
+        
+        # Insert comment
+        comment_id = execute_insert(
+            """
+            INSERT INTO tticket_comments (ticket_id, user_id, comment_text, is_internal)
+            VALUES (%s, %s, %s, %s)
+            """,
+            (ticket_id, user_id, comment_text, is_internal)
+        )
+        
+        # Update ticket's updated_at timestamp
+        execute_update(
+            "UPDATE tticket_tickets SET updated_at = CURRENT_TIMESTAMP WHERE id = %s",
+            (ticket_id,)
+        )
+        
+        # Update first_response_at if this is the first non-internal comment
+        if not is_internal:
+            ticket = execute_query(
+                "SELECT first_response_at FROM tticket_tickets WHERE id = %s",
+                (ticket_id,),
+                fetchone=True
+            )
+            if not ticket['first_response_at']:
+                execute_update(
+                    "UPDATE tticket_tickets SET first_response_at = CURRENT_TIMESTAMP WHERE id = %s",
+                    (ticket_id,)
+                )
+        
+        # Log comment
+        TicketService.log_audit(
+            ticket_id=ticket_id,
+            entity_type="comment",
+            entity_id=comment_id,
+            user_id=user_id,
+            action="comment_added",
+            details={"is_internal": is_internal, "length": len(comment_text)}
+        )
+        
+        # Fetch created comment
+        comment = execute_query(
+            "SELECT * FROM tticket_comments WHERE id = %s",
+            (comment_id,),
+            fetchone=True
+        )
+        
+        logger.info(f"💬 Added comment to ticket {ticket_id} (internal: {is_internal})")
+        return comment
+    
+    @staticmethod
+    def log_audit(
+        ticket_id: Optional[int] = None,
+        entity_type: str = "ticket",
+        entity_id: Optional[int] = None,
+        user_id: Optional[int] = None,
+        action: str = "updated",
+        old_value: Optional[str] = None,
+        new_value: Optional[str] = None,
+        details: Optional[Dict[str, Any]] = None
+    ) -> None:
+        """
+        Log an action to audit log
+        
+        Args:
+            ticket_id: Related ticket ID (optional)
+            entity_type: Type of entity (ticket, comment, worklog, etc.)
+            entity_id: ID of the entity
+            user_id: User performing action
+            action: Action performed
+            old_value: Old value (for updates)
+            new_value: New value (for updates)
+            details: Additional details as JSON
+        """
+        try:
+            from psycopg2.extras import Json
+            
+            execute_insert(
+                """
+                INSERT INTO tticket_audit_log 
+                (ticket_id, entity_type, entity_id, user_id, action, old_value, new_value, details)
+                VALUES (%s, %s, %s, %s, %s, %s, %s, %s)
+                """,
+                (ticket_id, entity_type, entity_id, user_id, action, old_value, new_value, 
+                 Json(details) if details else None)
+            )
+        except Exception as e:
+            logger.error(f"❌ Failed to log audit entry: {e}")
+            # Don't raise - audit logging should not break the main operation
+    
+    @staticmethod
+    def get_ticket_with_stats(ticket_id: int) -> Optional[Dict[str, Any]]:
+        """
+        Get ticket with statistics from view
+        
+        Args:
+            ticket_id: Ticket ID
+            
+        Returns:
+            Ticket dict with stats or None if not found
+        """
+        ticket = execute_query(
+            "SELECT * FROM tticket_open_tickets WHERE id = %s",
+            (ticket_id,),
+            fetchone=True
+        )
+        
+        # If not in open_tickets view, fetch from main table
+        if not ticket:
+            ticket = execute_query(
+                "SELECT * FROM tticket_tickets WHERE id = %s",
+                (ticket_id,),
+                fetchone=True
+            )
+        
+        return ticket
+    
+    @staticmethod
+    def list_tickets(
+        status: Optional[str] = None,
+        priority: Optional[str] = None,
+        customer_id: Optional[int] = None,
+        assigned_to_user_id: Optional[int] = None,
+        search: Optional[str] = None,
+        limit: int = 50,
+        offset: int = 0
+    ) -> List[Dict[str, Any]]:
+        """
+        List tickets with filters
+        
+        Args:
+            status: Filter by status
+            priority: Filter by priority
+            customer_id: Filter by customer
+            assigned_to_user_id: Filter by assigned user
+            search: Search in subject/description
+            limit: Number of results
+            offset: Offset for pagination
+            
+        Returns:
+            List of ticket dicts
+        """
+        query = "SELECT * FROM tticket_tickets WHERE 1=1"
+        params = []
+        
+        if status:
+            query += " AND status = %s"
+            params.append(status)
+        
+        if priority:
+            query += " AND priority = %s"
+            params.append(priority)
+        
+        if customer_id:
+            query += " AND customer_id = %s"
+            params.append(customer_id)
+        
+        if assigned_to_user_id:
+            query += " AND assigned_to_user_id = %s"
+            params.append(assigned_to_user_id)
+        
+        if search:
+            query += " AND (subject ILIKE %s OR description ILIKE %s)"
+            search_pattern = f"%{search}%"
+            params.extend([search_pattern, search_pattern])
+        
+        query += " ORDER BY created_at DESC LIMIT %s OFFSET %s"
+        params.extend([limit, offset])
+        
+        tickets = execute_query(query, tuple(params))
+        return tickets or []

app/ticket/frontend/__init__.py

@@ -0,0 +1,6 @@
+"""
+Ticket Module Frontend
+======================
+
+HTML templates og view handlers for ticket-systemet.
+"""

app/ticket/frontend/dashboard.html

@@ -0,0 +1,361 @@
+{% extends "shared/frontend/base.html" %}
+
+{% block title %}Ticket Dashboard - BMC Hub{% endblock %}
+
+{% block extra_css %}
+<style>
+        .stat-card {
+            text-align: center;
+            padding: 2rem 1.5rem;
+            cursor: pointer;
+            position: relative;
+            overflow: hidden;
+        }
+
+        .stat-card::before {
+            content: '';
+            position: absolute;
+            top: 0;
+            left: 0;
+            right: 0;
+            height: 4px;
+            background: var(--accent);
+            transform: scaleX(0);
+            transition: transform 0.3s;
+        }
+
+        .stat-card:hover::before {
+            transform: scaleX(1);
+        }
+
+        .stat-card h3 {
+            font-size: 3rem;
+            font-weight: 700;
+            color: var(--accent);
+            margin-bottom: 0.5rem;
+            line-height: 1;
+        }
+
+        .stat-card p {
+            color: var(--text-secondary);
+            font-size: 0.9rem;
+            margin: 0;
+            text-transform: uppercase;
+            letter-spacing: 0.5px;
+        }
+
+        .stat-card .icon {
+            font-size: 2rem;
+            opacity: 0.3;
+            margin-bottom: 1rem;
+        }
+
+        .stat-card.status-open h3 { color: #17a2b8; }
+        .stat-card.status-in-progress h3 { color: #ffc107; }
+        .stat-card.status-resolved h3 { color: #28a745; }
+        .stat-card.status-closed h3 { color: #6c757d; }
+
+        .ticket-list {
+            background: var(--bg-card);
+        }
+
+        .ticket-list th {
+            font-weight: 600;
+            color: var(--text-secondary);
+            border-bottom: 2px solid var(--accent-light);
+            padding: 1rem 0.75rem;
+            font-size: 0.85rem;
+            text-transform: uppercase;
+            letter-spacing: 0.5px;
+        }
+
+        .ticket-list td {
+            padding: 1rem 0.75rem;
+            vertical-align: middle;
+            border-bottom: 1px solid var(--accent-light);
+        }
+
+        .ticket-row {
+            transition: background-color 0.2s;
+            cursor: pointer;
+        }
+
+        .ticket-row:hover {
+            background-color: var(--accent-light);
+        }
+
+        .badge {
+            padding: 0.4rem 0.8rem;
+            font-weight: 500;
+            border-radius: 6px;
+            font-size: 0.75rem;
+        }
+
+        .badge-status-open {
+            background-color: #d1ecf1;
+            color: #0c5460;
+        }
+
+        .badge-status-in_progress {
+            background-color: #fff3cd;
+            color: #856404;
+        }
+
+        .badge-status-pending_customer {
+            background-color: #e2e3e5;
+            color: #383d41;
+        }
+
+        .badge-status-resolved {
+            background-color: #d4edda;
+            color: #155724;
+        }
+
+        .badge-status-closed {
+            background-color: #f8d7da;
+            color: #721c24;
+        }
+
+        .badge-priority-low {
+            background-color: var(--accent-light);
+            color: var(--accent);
+        }
+
+        .badge-priority-normal {
+            background-color: #e2e3e5;
+            color: #383d41;
+        }
+
+        .badge-priority-high {
+            background-color: #fff3cd;
+            color: #856404;
+        }
+
+        .badge-priority-urgent, .badge-priority-critical {
+            background-color: #f8d7da;
+            color: #721c24;
+        }
+
+        .ticket-number {
+            font-family: 'Monaco', 'Courier New', monospace;
+            background: var(--accent-light);
+            padding: 0.2rem 0.5rem;
+            border-radius: 4px;
+            font-size: 0.85rem;
+            color: var(--accent);
+            font-weight: 600;
+        }
+
+        .worklog-stats {
+            display: flex;
+            justify-content: space-around;
+            padding: 1.5rem;
+            background: linear-gradient(135deg, var(--accent-light) 0%, var(--bg-card) 100%);
+            border-radius: var(--border-radius);
+            margin-bottom: 2rem;
+        }
+
+        .worklog-stat {
+            text-align: center;
+        }
+
+        .worklog-stat h4 {
+            font-size: 2rem;
+            font-weight: 700;
+            color: var(--accent);
+            margin: 0;
+        }
+
+        .worklog-stat p {
+            color: var(--text-secondary);
+            margin: 0;
+            font-size: 0.85rem;
+        }
+
+        .empty-state {
+            text-align: center;
+            padding: 4rem 2rem;
+            color: var(--text-secondary);
+        }
+
+        .empty-state i {
+            font-size: 4rem;
+            margin-bottom: 1rem;
+            opacity: 0.3;
+        }
+
+        .section-header {
+            display: flex;
+            justify-content: space-between;
+            align-items: center;
+            margin-bottom: 1.5rem;
+        }
+
+        .section-header h2 {
+            font-size: 1.5rem;
+            font-weight: 600;
+            margin: 0;
+        }
+
+        .quick-actions {
+            display: flex;
+            gap: 1rem;
+            flex-wrap: wrap;
+        }
+    </style>
+{% endblock %}
+
+{% block content %}
+    <div class="container-fluid px-4">
+        <!-- Page Header -->
+        <div class="section-header">
+            <div>
+                <h1 class="mb-2">
+                    <i class="bi bi-speedometer2"></i> Ticket Dashboard
+                </h1>
+                <p class="text-muted">Oversigt over alle tickets og worklog aktivitet</p>
+            </div>
+            <div class="quick-actions">
+                <a href="/ticket/tickets/new" class="btn btn-primary">
+                    <i class="bi bi-plus-circle"></i> Ny Ticket
+                </a>
+            </div>
+        </div>
+
+        <!-- Ticket Statistics -->
+        <div class="row mb-4">
+            <div class="col-md-3">
+                <div class="card stat-card status-open" onclick="filterTickets('open')">
+                    <div class="icon"><i class="bi bi-inbox"></i></div>
+                    <h3>{{ stats.open_count or 0 }}</h3>
+                    <p>Nye Tickets</p>
+                </div>
+            </div>
+            <div class="col-md-3">
+                <div class="card stat-card status-in-progress" onclick="filterTickets('in_progress')">
+                    <div class="icon"><i class="bi bi-arrow-repeat"></i></div>
+                    <h3>{{ stats.in_progress_count or 0 }}</h3>
+                    <p>I Gang</p>
+                </div>
+            </div>
+            <div class="col-md-3">
+                <div class="card stat-card status-resolved" onclick="filterTickets('resolved')">
+                    <div class="icon"><i class="bi bi-check-circle"></i></div>
+                    <h3>{{ stats.resolved_count or 0 }}</h3>
+                    <p>Løst</p>
+                </div>
+            </div>
+            <div class="col-md-3">
+                <div class="card stat-card status-closed" onclick="filterTickets('closed')">
+                    <div class="icon"><i class="bi bi-archive"></i></div>
+                    <h3>{{ stats.closed_count or 0 }}</h3>
+                    <p>Lukket</p>
+                </div>
+            </div>
+        </div>
+
+        <!-- Worklog Statistics -->
+        <div class="worklog-stats">
+            <div class="worklog-stat">
+                <h4>{{ worklog_stats.draft_count or 0 }}</h4>
+                <p>Draft Worklog</p>
+            </div>
+            <div class="worklog-stat">
+                <h4>{{ "%.1f"|format(worklog_stats.draft_hours or 0) }}t</h4>
+                <p>Udraft Timer</p>
+            </div>
+            <div class="worklog-stat">
+                <h4>{{ worklog_stats.billable_count or 0 }}</h4>
+                <p>Billable Entries</p>
+            </div>
+            <div class="worklog-stat">
+                <h4>{{ "%.1f"|format(worklog_stats.billable_hours or 0) }}t</h4>
+                <p>Billable Timer</p>
+            </div>
+        </div>
+
+        <!-- Recent Tickets -->
+        <div class="section-header">
+            <h2>
+                <i class="bi bi-clock-history"></i> Seneste Tickets
+            </h2>
+            <a href="/ticket/tickets" class="btn btn-outline-secondary">
+                <i class="bi bi-list-ul"></i> Se Alle
+            </a>
+        </div>
+
+        {% if recent_tickets %}
+        <div class="card">
+            <div class="table-responsive">
+                <table class="table ticket-list mb-0">
+                    <thead>
+                        <tr>
+                            <th>Ticket</th>
+                            <th>Kunde</th>
+                            <th>Status</th>
+                            <th>Prioritet</th>
+                            <th>Oprettet</th>
+                        </tr>
+                    </thead>
+                    <tbody>
+                        {% for ticket in recent_tickets %}
+                        <tr class="ticket-row" onclick="window.location='/ticket/tickets/{{ ticket.id }}'">
+                            <td>
+                                <span class="ticket-number">{{ ticket.ticket_number }}</span>
+                                <br>
+                                <strong>{{ ticket.subject }}</strong>
+                            </td>
+                            <td>
+                                {% if ticket.customer_name %}
+                                {{ ticket.customer_name }}
+                                {% else %}
+                                <span class="text-muted">-</span>
+                                {% endif %}
+                            </td>
+                            <td>
+                                <span class="badge badge-status-{{ ticket.status }}">
+                                    {{ ticket.status.replace('_', ' ').title() }}
+                                </span>
+                            </td>
+                            <td>
+                                <span class="badge badge-priority-{{ ticket.priority }}">
+                                    {{ ticket.priority.title() }}
+                                </span>
+                            </td>
+                            <td>
+                                {{ ticket.created_at.strftime('%d-%m-%Y %H:%M') if ticket.created_at else '-' }}
+                            </td>
+                        </tr>
+                        {% endfor %}
+                    </tbody>
+                </table>
+            </div>
+        </div>
+        {% else %}
+        <div class="card">
+            <div class="empty-state">
+                <i class="bi bi-inbox"></i>
+                <h3>Ingen tickets endnu</h3>
+                <p>Opret din første ticket for at komme i gang</p>
+                <a href="/ticket/tickets/new" class="btn btn-primary mt-3">
+                    <i class="bi bi-plus-circle"></i> Opret Ticket
+                </a>
+            </div>
+        </div>
+        {% endif %}
+    </div>
+{% endblock %}
+
+{% block extra_js %}
+    <script>
+        // Filter tickets by status
+        function filterTickets(status) {
+            window.location.href = `/ticket/tickets?status=${status}`;
+        }
+
+        // Auto-refresh every 5 minutes
+        setTimeout(() => {
+            location.reload();
+        }, 300000);
+    </script>
+{% endblock %}

app/ticket/frontend/mockups/option1_splitscreen.html

@@ -0,0 +1,265 @@
+{% extends "shared/frontend/base.html" %}
+
+{% block title %}Concept 1: Split Screen - BMC Hub{% endblock %}
+
+{% block extra_css %}
+<style>
+    /* Hide default footer if exists to maximize height */
+    footer { display: none; }
+    
+    .split-layout {
+        display: flex;
+        height: 100%;
+    }
+
+    /* Left Sidebar: Ticket List */
+    .ticket-list-sidebar {
+        width: 350px;
+        flex-shrink: 0;
+        border-right: 1px solid rgba(0,0,0,0.1);
+        background: var(--bg-card);
+        display: flex;
+        flex-direction: column;
+    }
+
+    .list-header {
+        padding: 1rem;
+        border-bottom: 1px solid rgba(0,0,0,0.05);
+    }
+
+    .ticket-list-scroll {
+        overflow-y: auto;
+        flex-grow: 1;
+    }
+
+    .ticket-item {
+        padding: 1rem;
+        border-bottom: 1px solid rgba(0,0,0,0.05);
+        cursor: pointer;
+        transition: background-color 0.2s;
+        position: relative;
+    }
+
+    .ticket-item:hover {
+        background-color: var(--accent-light);
+    }
+
+    .ticket-item.active {
+        background-color: var(--accent-light);
+        border-left: 4px solid var(--accent);
+    }
+
+    .ticket-item.unread::after {
+        content: '';
+        position: absolute;
+        top: 1rem;
+        right: 1rem;
+        width: 8px;
+        height: 8px;
+        background-color: var(--accent);
+        border-radius: 50%;
+    }
+
+    /* Right Content: Detail View */
+    .ticket-detail-main {
+        flex-grow: 1;
+        background: var(--bg-body);
+        display: flex;
+        flex-direction: column;
+        overflow: hidden;
+    }
+
+    .detail-header {
+        background: var(--bg-card);
+        padding: 1rem 1.5rem;
+        border-bottom: 1px solid rgba(0,0,0,0.1);
+        display: flex;
+        justify-content: space-between;
+        align-items: center;
+    }
+
+    .detail-scroll {
+        flex-grow: 1;
+        overflow-y: auto;
+        padding: 1.5rem;
+    }
+
+    .detail-footer {
+        background: var(--bg-card);
+        padding: 1rem 1.5rem;
+        border-top: 1px solid rgba(0,0,0,0.1);
+    }
+
+    /* Chat bubbles */
+    .message-bubble {
+        background: var(--bg-card);
+        padding: 1rem;
+        border-radius: 12px;
+        margin-bottom: 1rem;
+        box-shadow: 0 1px 3px rgba(0,0,0,0.05);
+        max-width: 85%;
+    }
+
+    .message-bubble.internal {
+        background: #fff3cd;
+        border: 1px solid #ffeeba;
+    }
+
+    .message-bubble.me {
+        background: var(--accent-light);
+        margin-left: auto;
+    }
+
+    .meta-text {
+        font-size: 0.75rem;
+        color: var(--text-secondary);
+        margin-bottom: 0.25rem;
+    }
+</style>
+{% endblock %}
+
+{% block content_wrapper %}
+<div class="container-fluid p-0" style="height: calc(100vh - 80px); overflow: hidden;">
+    <div class="split-layout">
+        <!-- Left Sidebar -->
+        <div class="ticket-list-sidebar">
+            <div class="list-header">
+                <div class="input-group">
+                    <span class="input-group-text bg-transparent border-end-0"><i class="bi bi-search"></i></span>
+                    <input type="text" class="form-control border-start-0" placeholder="Søg tickets...">
+                </div>
+                <div class="d-flex gap-2 mt-2 overflow-auto pb-1">
+                    <span class="badge bg-primary rounded-pill">Alle</span>
+                    <span class="badge bg-light text-dark border rounded-pill">Mine</span>
+                    <span class="badge bg-light text-dark border rounded-pill">Uløste</span>
+                </div>
+            </div>
+            
+            <div class="ticket-list-scroll">
+                <!-- Active Item -->
+                <div class="ticket-item active">
+                    <div class="d-flex justify-content-between mb-1">
+                        <span class="badge bg-warning text-dark">Høj</span>
+                        <small class="text-muted">14:32</small>
+                    </div>
+                    <h6 class="mb-1 text-truncate">Netværksproblem i hovedkontoret</h6>
+                    <div class="d-flex align-items-center gap-2">
+                        <img src="https://ui-avatars.com/api/?name=Tech+Corp&background=random" class="rounded-circle" width="20">
+                        <small class="text-muted">Tech Corp A/S</small>
+                    </div>
+                </div>
+
+                <!-- Other Items -->
+                <div class="ticket-item unread">
+                    <div class="d-flex justify-content-between mb-1">
+                        <span class="badge bg-info text-white">Ny</span>
+                        <small class="text-muted">12:15</small>
+                    </div>
+                    <h6 class="mb-1 text-truncate">Printer løbet tør for toner</h6>
+                    <div class="d-flex align-items-center gap-2">
+                        <img src="https://ui-avatars.com/api/?name=Advokat+Huset&background=random" class="rounded-circle" width="20">
+                        <small class="text-muted">Advokathuset</small>
+                    </div>
+                </div>
+
+                <div class="ticket-item">
+                    <div class="d-flex justify-content-between mb-1">
+                        <span class="badge bg-success">Løst</span>
+                        <small class="text-muted">I går</small>
+                    </div>
+                    <h6 class="mb-1 text-truncate">Opsætning af ny bruger (Mette)</h6>
+                    <div class="d-flex align-items-center gap-2">
+                        <img src="https://ui-avatars.com/api/?name=Byg+Aps&background=random" class="rounded-circle" width="20">
+                        <small class="text-muted">Byg ApS</small>
+                    </div>
+                </div>
+                
+                <!-- More dummy items -->
+                {% for i in range(5) %}
+                <div class="ticket-item">
+                    <div class="d-flex justify-content-between mb-1">
+                        <span class="badge bg-secondary">Venter</span>
+                        <small class="text-muted">2 dage siden</small>
+                    </div>
+                    <h6 class="mb-1 text-truncate">Licens fornyelse Office 365</h6>
+                    <div class="d-flex align-items-center gap-2">
+                        <img src="https://ui-avatars.com/api/?name=Kunde+{{i}}&background=random" class="rounded-circle" width="20">
+                        <small class="text-muted">Kunde {{i}}</small>
+                    </div>
+                </div>
+                {% endfor %}
+            </div>
+        </div>
+
+        <!-- Right Content -->
+        <div class="ticket-detail-main">
+            <div class="detail-header">
+                <div>
+                    <div class="d-flex align-items-center gap-2 mb-1">
+                        <span class="badge bg-light text-dark border">#TKT-20251215-005</span>
+                        <span class="badge bg-warning text-dark">I Gang</span>
+                    </div>
+                    <h5 class="mb-0">Netværksproblem i hovedkontoret</h5>
+                </div>
+                <div class="d-flex gap-2">
+                    <button class="btn btn-outline-secondary btn-sm"><i class="bi bi-person-plus"></i> Tildel</button>
+                    <button class="btn btn-outline-secondary btn-sm"><i class="bi bi-clock"></i> Log Tid</button>
+                    <button class="btn btn-primary btn-sm"><i class="bi bi-check-lg"></i> Løs Sag</button>
+                </div>
+            </div>
+
+            <div class="detail-scroll">
+                <!-- Original Request -->
+                <div class="message-bubble">
+                    <div class="d-flex justify-content-between align-items-center mb-2">
+                        <div class="d-flex align-items-center gap-2">
+                            <img src="https://ui-avatars.com/api/?name=Jens+Jensen&background=random" class="rounded-circle" width="24">
+                            <span class="fw-bold">Jens Jensen</span>
+                            <span class="text-muted small">via Email</span>
+                        </div>
+                        <small class="text-muted">15. dec 14:32</small>
+                    </div>
+                    <p class="mb-0">Hej Support,<br><br>Vi har problemer med internettet på hovedkontoret. Ingen kan komme på Wi-Fi, og kablet forbindelse virker heller ikke. Det haster meget!</p>
+                </div>
+
+                <!-- Internal Note -->
+                <div class="message-bubble internal">
+                    <div class="d-flex justify-content-between align-items-center mb-2">
+                        <div class="d-flex align-items-center gap-2">
+                            <i class="bi bi-shield-lock text-warning"></i>
+                            <span class="fw-bold text-warning-emphasis">Intern Note</span>
+                        </div>
+                        <small class="text-muted">15. dec 14:45</small>
+                    </div>
+                    <p class="mb-0">Jeg har tjekket Unifi controlleren. Switch #3 svarer ikke. Det er nok den der er nede.</p>
+                </div>
+
+                <!-- Reply -->
+                <div class="message-bubble me">
+                    <div class="d-flex justify-content-between align-items-center mb-2">
+                        <div class="d-flex align-items-center gap-2">
+                            <img src="https://ui-avatars.com/api/?name=Christian&background=0f4c75&color=fff" class="rounded-circle" width="24">
+                            <span class="fw-bold">Christian (Support)</span>
+                        </div>
+                        <small class="text-muted">15. dec 14:50</small>
+                    </div>
+                    <p class="mb-0">Hej Jens,<br><br>Jeg kigger på det med det samme. Jeg kan se vi har mistet forbindelsen til en af jeres switche. Jeg prøver at genstarte den remote.</p>
+                </div>
+            </div>
+
+            <div class="detail-footer">
+                <div class="input-group">
+                    <button class="btn btn-outline-secondary" type="button"><i class="bi bi-paperclip"></i></button>
+                    <button class="btn btn-outline-secondary dropdown-toggle" type="button" data-bs-toggle="dropdown">Svar Kunde</button>
+                    <ul class="dropdown-menu">
+                        <li><a class="dropdown-item" href="#">Svar Kunde</a></li>
+                        <li><a class="dropdown-item" href="#"><i class="bi bi-shield-lock text-warning"></i> Intern Note</a></li>
+                    </ul>
+                    <input type="text" class="form-control" placeholder="Skriv et svar...">
+                    <button class="btn btn-primary" type="button"><i class="bi bi-send"></i> Send</button>
+                </div>
+            </div>
+        </div>
+    </div>
+</div>
+{% endblock %}

app/ticket/frontend/mockups/option2_kanban.html

@@ -0,0 +1,251 @@
+{% extends "shared/frontend/base.html" %}
+
+{% block title %}Concept 2: Kanban Board - BMC Hub{% endblock %}
+
+{% block extra_css %}
+<style>
+    .kanban-board {
+        display: flex;
+        height: 100%;
+        padding: 1.5rem;
+        gap: 1.5rem;
+        overflow-x: auto;
+    }
+
+    .kanban-column {
+        width: 320px;
+        flex-shrink: 0;
+        display: flex;
+        flex-direction: column;
+        background: transparent;
+        height: 100%;
+    }
+
+    .column-header {
+        padding: 0.5rem 0.5rem 1rem 0.5rem;
+        display: flex;
+        justify-content: space-between;
+        align-items: center;
+        font-weight: 600;
+        color: var(--text-secondary);
+        text-transform: uppercase;
+        font-size: 0.85rem;
+        letter-spacing: 0.5px;
+    }
+
+    .column-content {
+        flex-grow: 1;
+        overflow-y: auto;
+        padding-right: 0.5rem; /* Space for scrollbar */
+    }
+
+    .kanban-card {
+        background: var(--bg-card);
+        border-radius: 8px;
+        padding: 1rem;
+        margin-bottom: 1rem;
+        box-shadow: 0 2px 4px rgba(0,0,0,0.05);
+        cursor: grab;
+        transition: transform 0.2s, box-shadow 0.2s;
+        border-left: 4px solid transparent;
+    }
+
+    .kanban-card:hover {
+        transform: translateY(-2px);
+        box-shadow: 0 4px 8px rgba(0,0,0,0.1);
+    }
+
+    .kanban-card:active {
+        cursor: grabbing;
+    }
+
+    /* Priority Borders */
+    .priority-high { border-left-color: var(--warning); }
+    .priority-critical { border-left-color: var(--danger); }
+    .priority-normal { border-left-color: var(--info); }
+    .priority-low { border-left-color: var(--text-secondary); }
+
+    .card-meta {
+        display: flex;
+        justify-content: space-between;
+        align-items: center;
+        margin-top: 0.75rem;
+        font-size: 0.8rem;
+        color: var(--text-secondary);
+    }
+
+    .card-tags {
+        display: flex;
+        gap: 0.25rem;
+        margin-top: 0.5rem;
+    }
+
+    .tag {
+        background: var(--bg-body);
+        padding: 0.1rem 0.4rem;
+        border-radius: 4px;
+        font-size: 0.7rem;
+        color: var(--text-secondary);
+    }
+
+    .add-card-btn {
+        background: transparent;
+        border: 2px dashed rgba(0,0,0,0.1);
+        color: var(--text-secondary);
+        width: 100%;
+        padding: 0.75rem;
+        border-radius: 8px;
+        margin-top: 0.5rem;
+        transition: all 0.2s;
+    }
+
+    .add-card-btn:hover {
+        border-color: var(--accent);
+        color: var(--accent);
+        background: rgba(15, 76, 117, 0.05);
+    }
+</style>
+{% endblock %}
+
+{% block content_wrapper %}
+<div class="container-fluid p-0" style="height: calc(100vh - 80px); overflow: hidden;">
+<div class="kanban-board">
+    <!-- Column: Ny -->
+    <div class="kanban-column">
+        <div class="column-header">
+            <span><i class="bi bi-circle text-info me-2"></i>Ny</span>
+            <span class="badge bg-secondary bg-opacity-10 text-secondary">3</span>
+        </div>
+        <div class="column-content">
+            <div class="kanban-card priority-critical">
+                <div class="d-flex justify-content-between mb-2">
+                    <small class="text-muted">#TKT-005</small>
+                    <i class="bi bi-three-dots text-muted"></i>
+                </div>
+                <h6 class="mb-2">Server nede i produktion</h6>
+                <div class="card-tags">
+                    <span class="tag">Server</span>
+                    <span class="tag">Kritisk</span>
+                </div>
+                <div class="card-meta">
+                    <div class="d-flex align-items-center gap-1">
+                        <img src="https://ui-avatars.com/api/?name=Fabrik+A/S&background=random" class="rounded-circle" width="16">
+                        <span>Fabrik A/S</span>
+                    </div>
+                    <span>10m</span>
+                </div>
+            </div>
+
+            <div class="kanban-card priority-normal">
+                <div class="d-flex justify-content-between mb-2">
+                    <small class="text-muted">#TKT-008</small>
+                    <i class="bi bi-three-dots text-muted"></i>
+                </div>
+                <h6 class="mb-2">Ny medarbejder oprettelse</h6>
+                <div class="card-meta">
+                    <div class="d-flex align-items-center gap-1">
+                        <img src="https://ui-avatars.com/api/?name=Kontor+ApS&background=random" class="rounded-circle" width="16">
+                        <span>Kontor ApS</span>
+                    </div>
+                    <span>2t</span>
+                </div>
+            </div>
+            
+            <button class="add-card-btn"><i class="bi bi-plus"></i> Tilføj kort</button>
+        </div>
+    </div>
+
+    <!-- Column: I Gang -->
+    <div class="kanban-column">
+        <div class="column-header">
+            <span><i class="bi bi-play-circle text-warning me-2"></i>I Gang</span>
+            <span class="badge bg-secondary bg-opacity-10 text-secondary">2</span>
+        </div>
+        <div class="column-content">
+            <div class="kanban-card priority-high">
+                <div class="d-flex justify-content-between mb-2">
+                    <small class="text-muted">#TKT-002</small>
+                    <img src="https://ui-avatars.com/api/?name=Christian&background=0f4c75&color=fff" class="rounded-circle" width="20" title="Assigned to Christian">
+                </div>
+                <h6 class="mb-2">Netværksproblem hovedkontor</h6>
+                <div class="card-tags">
+                    <span class="tag">Netværk</span>
+                </div>
+                <div class="card-meta">
+                    <div class="d-flex align-items-center gap-1">
+                        <img src="https://ui-avatars.com/api/?name=Tech+Corp&background=random" class="rounded-circle" width="16">
+                        <span>Tech Corp</span>
+                    </div>
+                    <span>1d</span>
+                </div>
+            </div>
+
+            <div class="kanban-card priority-normal">
+                <div class="d-flex justify-content-between mb-2">
+                    <small class="text-muted">#TKT-004</small>
+                    <img src="https://ui-avatars.com/api/?name=Morten&background=random" class="rounded-circle" width="20" title="Assigned to Morten">
+                </div>
+                <h6 class="mb-2">Opdatering af firewall</h6>
+                <div class="card-meta">
+                    <div class="d-flex align-items-center gap-1">
+                        <img src="https://ui-avatars.com/api/?name=Sikkerhed+A/S&background=random" class="rounded-circle" width="16">
+                        <span>Sikkerhed A/S</span>
+                    </div>
+                    <span>3d</span>
+                </div>
+            </div>
+        </div>
+    </div>
+
+    <!-- Column: Venter på Kunde -->
+    <div class="kanban-column">
+        <div class="column-header">
+            <span><i class="bi bi-pause-circle text-secondary me-2"></i>Venter</span>
+            <span class="badge bg-secondary bg-opacity-10 text-secondary">4</span>
+        </div>
+        <div class="column-content">
+            {% for i in range(4) %}
+            <div class="kanban-card priority-low">
+                <div class="d-flex justify-content-between mb-2">
+                    <small class="text-muted">#TKT-01{{i}}</small>
+                    <i class="bi bi-three-dots text-muted"></i>
+                </div>
+                <h6 class="mb-2">Bestilling af hardware {{i}}</h6>
+                <div class="card-meta">
+                    <div class="d-flex align-items-center gap-1">
+                        <img src="https://ui-avatars.com/api/?name=Kunde+{{i}}&background=random" class="rounded-circle" width="16">
+                        <span>Kunde {{i}}</span>
+                    </div>
+                    <span>5d</span>
+                </div>
+            </div>
+            {% endfor %}
+        </div>
+    </div>
+
+    <!-- Column: Løst -->
+    <div class="kanban-column">
+        <div class="column-header">
+            <span><i class="bi bi-check-circle text-success me-2"></i>Løst</span>
+            <span class="badge bg-secondary bg-opacity-10 text-secondary">12</span>
+        </div>
+        <div class="column-content">
+            <div class="kanban-card priority-normal opacity-75">
+                <div class="d-flex justify-content-between mb-2">
+                    <small class="text-muted">#TKT-001</small>
+                    <i class="bi bi-check-lg text-success"></i>
+                </div>
+                <h6 class="mb-2 text-decoration-line-through">Printer installation</h6>
+                <div class="card-meta">
+                    <div class="d-flex align-items-center gap-1">
+                        <img src="https://ui-avatars.com/api/?name=Advokat&background=random" class="rounded-circle" width="16">
+                        <span>Advokat</span>
+                    </div>
+                    <span>1u</span>
+                </div>
+            </div>
+        </div>
+    </div>
+</div>
+</div>
+{% endblock %}

app/ticket/frontend/mockups/option3_powertable.html

@@ -0,0 +1,239 @@
+{% extends "shared/frontend/base.html" %}
+
+{% block title %}Concept 3: Power Table - BMC Hub{% endblock %}
+
+{% block extra_css %}
+<style>
+    .power-table-container {
+        background: var(--bg-card);
+        border-radius: 8px;
+        box-shadow: 0 2px 15px rgba(0,0,0,0.05);
+        overflow: hidden;
+    }
+
+    .filter-bar {
+        padding: 1rem;
+        border-bottom: 1px solid rgba(0,0,0,0.1);
+        background: var(--bg-body);
+        display: flex;
+        gap: 1rem;
+        align-items: center;
+        flex-wrap: wrap;
+    }
+
+    .table-responsive {
+        overflow-x: auto;
+    }
+
+    .power-table {
+        width: 100%;
+        font-size: 0.85rem;
+        white-space: nowrap;
+    }
+
+    .power-table th {
+        background: var(--bg-body);
+        padding: 0.75rem 1rem;
+        font-weight: 600;
+        color: var(--text-secondary);
+        text-transform: uppercase;
+        font-size: 0.75rem;
+        letter-spacing: 0.5px;
+        border-bottom: 2px solid rgba(0,0,0,0.1);
+    }
+
+    .power-table td {
+        padding: 0.75rem 1rem;
+        border-bottom: 1px solid rgba(0,0,0,0.05);
+        vertical-align: middle;
+    }
+
+    .power-table tr:hover td {
+        background-color: var(--accent-light);
+        cursor: pointer;
+    }
+
+    .col-checkbox { width: 40px; text-align: center; }
+    .col-id { width: 120px; font-family: monospace; color: var(--accent); }
+    .col-status { width: 100px; }
+    .col-priority { width: 100px; }
+    .col-subject { min-width: 300px; font-weight: 500; }
+    .col-customer { width: 200px; }
+    .col-assigned { width: 150px; }
+    .col-updated { width: 150px; color: var(--text-secondary); }
+
+    .status-dot {
+        display: inline-block;
+        width: 8px;
+        height: 8px;
+        border-radius: 50%;
+        margin-right: 6px;
+    }
+
+    .status-open { background-color: var(--info); }
+    .status-in-progress { background-color: var(--warning); }
+    .status-resolved { background-color: var(--success); }
+    .status-closed { background-color: var(--text-secondary); }
+
+    .priority-badge {
+        padding: 2px 6px;
+        border-radius: 4px;
+        font-size: 0.7rem;
+        font-weight: 600;
+        text-transform: uppercase;
+    }
+
+    .priority-high { background: #fff3cd; color: #856404; }
+    .priority-critical { background: #f8d7da; color: #721c24; }
+    .priority-normal { background: #e2e3e5; color: #383d41; }
+
+    .avatar-sm {
+        width: 24px;
+        height: 24px;
+        border-radius: 50%;
+        vertical-align: middle;
+        margin-right: 6px;
+    }
+
+    .bulk-actions {
+        display: none;
+        align-items: center;
+        gap: 1rem;
+        background: var(--accent);
+        color: white;
+        padding: 0.5rem 1rem;
+        border-radius: 6px;
+        font-size: 0.9rem;
+    }
+    
+    .bulk-actions.show {
+        display: flex;
+    }
+</style>
+{% endblock %}
+
+{% block content %}
+<div class="container-fluid px-4 py-4">
+    <div class="d-flex justify-content-between align-items-center mb-4">
+        <h2 class="h4 mb-0">Alle Tickets</h2>
+        <div class="d-flex gap-2">
+            <button class="btn btn-outline-secondary"><i class="bi bi-download"></i> Eksportér</button>
+            <button class="btn btn-primary"><i class="bi bi-plus-lg"></i> Ny Ticket</button>
+        </div>
+    </div>
+
+    <div class="power-table-container">
+        <!-- Filter Bar -->
+        <div class="filter-bar">
+            <div class="input-group" style="width: 300px;">
+                <span class="input-group-text bg-white border-end-0"><i class="bi bi-search"></i></span>
+                <input type="text" class="form-control border-start-0" placeholder="Søg...">
+            </div>
+            
+            <select class="form-select" style="width: 150px;">
+                <option selected>Status: Alle</option>
+                <option>Ny</option>
+                <option>I Gang</option>
+                <option>Løst</option>
+            </select>
+
+            <select class="form-select" style="width: 150px;">
+                <option selected>Prioritet: Alle</option>
+                <option>Kritisk</option>
+                <option>Høj</option>
+                <option>Normal</option>
+            </select>
+
+            <select class="form-select" style="width: 150px;">
+                <option selected>Tildelt: Alle</option>
+                <option>Mig</option>
+                <option>Ufordelt</option>
+            </select>
+
+            <div class="ms-auto text-muted small">
+                Viser 1-50 af 142 tickets
+            </div>
+        </div>
+
+        <!-- Bulk Actions Bar (Hidden by default) -->
+        <div class="bg-light p-2 border-bottom d-none" id="bulkActions">
+            <div class="d-flex align-items-center gap-3 px-2">
+                <span class="fw-bold text-primary">3 valgt</span>
+                <div class="vr"></div>
+                <button class="btn btn-sm btn-outline-secondary">Sæt Status</button>
+                <button class="btn btn-sm btn-outline-secondary">Tildel</button>
+                <button class="btn btn-sm btn-outline-danger">Slet</button>
+            </div>
+        </div>
+
+        <!-- Table -->
+        <div class="table-responsive">
+            <table class="power-table">
+                <thead>
+                    <tr>
+                        <th class="col-checkbox"><input type="checkbox" class="form-check-input"></th>
+                        <th class="col-id">ID</th>
+                        <th class="col-subject">Emne</th>
+                        <th class="col-customer">Kunde</th>
+                        <th class="col-status">Status</th>
+                        <th class="col-priority">Prioritet</th>
+                        <th class="col-assigned">Tildelt</th>
+                        <th class="col-updated">Opdateret</th>
+                    </tr>
+                </thead>
+                <tbody>
+                    <tr>
+                        <td class="col-checkbox"><input type="checkbox" class="form-check-input"></td>
+                        <td class="col-id">#TKT-005</td>
+                        <td class="col-subject">Netværksproblem i hovedkontoret</td>
+                        <td class="col-customer">
+                            <img src="https://ui-avatars.com/api/?name=Tech+Corp&background=random" class="avatar-sm">
+                            Tech Corp A/S
+                        </td>
+                        <td class="col-status"><span class="status-dot status-in-progress"></span>I Gang</td>
+                        <td class="col-priority"><span class="priority-badge priority-high">Høj</span></td>
+                        <td class="col-assigned">
+                            <img src="https://ui-avatars.com/api/?name=Christian&background=0f4c75&color=fff" class="avatar-sm">
+                            Christian
+                        </td>
+                        <td class="col-updated">10 min siden</td>
+                    </tr>
+                    
+                    <tr>
+                        <td class="col-checkbox"><input type="checkbox" class="form-check-input"></td>
+                        <td class="col-id">#TKT-004</td>
+                        <td class="col-subject">Server nede i produktion</td>
+                        <td class="col-customer">
+                            <img src="https://ui-avatars.com/api/?name=Fabrik+A/S&background=random" class="avatar-sm">
+                            Fabrik A/S
+                        </td>
+                        <td class="col-status"><span class="status-dot status-open"></span>Ny</td>
+                        <td class="col-priority"><span class="priority-badge priority-critical">Kritisk</span></td>
+                        <td class="col-assigned"><span class="text-muted fst-italic">Ufordelt</span></td>
+                        <td class="col-updated">1 time siden</td>
+                    </tr>
+
+                    {% for i in range(10) %}
+                    <tr>
+                        <td class="col-checkbox"><input type="checkbox" class="form-check-input"></td>
+                        <td class="col-id">#TKT-00{{i}}</td>
+                        <td class="col-subject">Support sag vedrørende faktura {{i}}</td>
+                        <td class="col-customer">
+                            <img src="https://ui-avatars.com/api/?name=Kunde+{{i}}&background=random" class="avatar-sm">
+                            Kunde {{i}} ApS
+                        </td>
+                        <td class="col-status"><span class="status-dot status-resolved"></span>Løst</td>
+                        <td class="col-priority"><span class="priority-badge priority-normal">Normal</span></td>
+                        <td class="col-assigned">
+                            <img src="https://ui-avatars.com/api/?name=Morten&background=random" class="avatar-sm">
+                            Morten
+                        </td>
+                        <td class="col-updated">{{i}} dage siden</td>
+                    </tr>
+                    {% endfor %}
+                </tbody>
+            </table>
+        </div>
+    </div>
+</div>
+{% endblock %}

app/ticket/frontend/ticket_detail.html

@@ -0,0 +1,409 @@
+{% extends "shared/frontend/base.html" %}
+
+{% block title %}{{ ticket.ticket_number }} - BMC Hub{% endblock %}
+
+{% block extra_css %}
+<style>
+        .ticket-header {
+            background: linear-gradient(135deg, var(--accent) 0%, var(--accent-light) 100%);
+            padding: 2rem;
+            border-radius: var(--border-radius);
+            color: white;
+            margin-bottom: 2rem;
+        }
+
+        .ticket-number {
+            font-family: 'Monaco', 'Courier New', monospace;
+            font-size: 1rem;
+            opacity: 0.9;
+        }
+
+        .ticket-title {
+            font-size: 2rem;
+            font-weight: 700;
+            margin: 0.5rem 0;
+        }
+
+        .badge {
+            padding: 0.4rem 0.8rem;
+            font-weight: 500;
+            border-radius: 6px;
+            font-size: 0.75rem;
+        }
+
+        .badge-status-open { background-color: #d1ecf1; color: #0c5460; }
+        .badge-status-in_progress { background-color: #fff3cd; color: #856404; }
+        .badge-status-pending_customer { background-color: #e2e3e5; color: #383d41; }
+        .badge-status-resolved { background-color: #d4edda; color: #155724; }
+        .badge-status-closed { background-color: #f8d7da; color: #721c24; }
+
+        .badge-priority-low { background-color: var(--accent-light); color: var(--accent); }
+        .badge-priority-normal { background-color: #e2e3e5; color: #383d41; }
+        .badge-priority-high { background-color: #fff3cd; color: #856404; }
+        .badge-priority-urgent, .badge-priority-critical { background-color: #f8d7da; color: #721c24; }
+
+        .info-grid {
+            display: grid;
+            grid-template-columns: repeat(auto-fit, minmax(200px, 1fr));
+            gap: 1.5rem;
+            margin-bottom: 2rem;
+        }
+
+        .info-item {
+            background: var(--bg-card);
+            padding: 1rem;
+            border-radius: var(--border-radius);
+            border: 1px solid var(--accent-light);
+        }
+
+        .info-item label {
+            display: block;
+            font-size: 0.75rem;
+            text-transform: uppercase;
+            letter-spacing: 0.5px;
+            color: var(--text-secondary);
+            margin-bottom: 0.5rem;
+        }
+
+        .info-item .value {
+            font-weight: 600;
+            color: var(--text-primary);
+        }
+
+        .comment {
+            padding: 1.5rem;
+            margin-bottom: 1rem;
+            background: var(--accent-light);
+            border-radius: var(--border-radius);
+            border-left: 4px solid var(--accent);
+        }
+
+        .comment.internal {
+            background: #fff3cd;
+            border-left-color: #ffc107;
+        }
+
+        .comment-header {
+            display: flex;
+            justify-content: space-between;
+            align-items: center;
+            margin-bottom: 0.75rem;
+        }
+
+        .comment-author {
+            font-weight: 600;
+            color: var(--accent);
+        }
+
+        .comment-date {
+            font-size: 0.85rem;
+            color: var(--text-secondary);
+        }
+
+        .worklog-table th {
+            font-weight: 600;
+            color: var(--text-secondary);
+            border-bottom: 2px solid var(--accent-light);
+            padding: 0.75rem;
+            font-size: 0.85rem;
+        }
+
+        .worklog-table td {
+            padding: 0.75rem;
+            border-bottom: 1px solid var(--accent-light);
+        }
+
+        .attachment {
+            display: inline-flex;
+            align-items: center;
+            padding: 0.5rem 1rem;
+            background: var(--accent-light);
+            border-radius: var(--border-radius);
+            margin-right: 0.5rem;
+            margin-bottom: 0.5rem;
+            text-decoration: none;
+            color: var(--accent);
+            transition: all 0.2s;
+        }
+
+        .attachment:hover {
+            background: var(--accent);
+            color: white;
+        }
+
+        .attachment i {
+            margin-right: 0.5rem;
+        }
+
+        .section-title {
+            font-size: 1.25rem;
+            font-weight: 600;
+            margin-bottom: 1rem;
+            display: flex;
+            align-items: center;
+            gap: 0.5rem;
+        }
+
+        .empty-state {
+            text-align: center;
+            padding: 2rem;
+            color: var(--text-secondary);
+        }
+
+        .empty-state i {
+            font-size: 2rem;
+            margin-bottom: 0.5rem;
+            opacity: 0.3;
+        }
+
+        .action-buttons {
+            display: flex;
+            gap: 0.5rem;
+            flex-wrap: wrap;
+        }
+
+        .description-box {
+            background: var(--bg-body);
+            padding: 1.5rem;
+            border-radius: var(--border-radius);
+            white-space: pre-wrap;
+            line-height: 1.6;
+        }
+</style>
+{% endblock %}
+
+{% block content %}
+    <div class="container-fluid px-4">
+        <!-- Ticket Header -->
+        <div class="ticket-header">
+            <div class="ticket-number">{{ ticket.ticket_number }}</div>
+            <div class="ticket-title">{{ ticket.subject }}</div>
+            <div class="mt-3">
+                <span class="badge badge-status-{{ ticket.status }}">
+                    {{ ticket.status.replace('_', ' ').title() }}
+                </span>
+                <span class="badge badge-priority-{{ ticket.priority }}">
+                    {{ ticket.priority.title() }} Priority
+                </span>
+            </div>
+        </div>
+
+        <!-- Action Buttons -->
+        <div class="action-buttons mb-4">
+            <a href="/api/v1/tickets/{{ ticket.id }}" class="btn btn-outline-primary">
+                <i class="bi bi-pencil"></i> Rediger
+            </a>
+            <button class="btn btn-outline-secondary" onclick="addComment()">
+                <i class="bi bi-chat"></i> Tilføj Kommentar
+            </button>
+            <button class="btn btn-outline-secondary" onclick="addWorklog()">
+                <i class="bi bi-clock"></i> Log Tid
+            </button>
+            <a href="/ticket/tickets" class="btn btn-outline-secondary">
+                <i class="bi bi-arrow-left"></i> Tilbage
+            </a>
+        </div>
+
+        <div class="row">
+            <!-- Main Content -->
+            <div class="col-lg-8">
+                <!-- Description -->
+                <div class="card">
+                    <div class="card-body">
+                        <div class="section-title">
+                            <i class="bi bi-file-text"></i> Beskrivelse
+                        </div>
+                        <div class="description-box">
+                            {{ ticket.description or 'Ingen beskrivelse' }}
+                        </div>
+                    </div>
+                </div>
+
+                <!-- Comments -->
+                <div class="card">
+                    <div class="card-body">
+                        <div class="section-title">
+                            <i class="bi bi-chat-dots"></i> Kommentarer ({{ comments|length }})
+                        </div>
+                        {% if comments %}
+                            {% for comment in comments %}
+                            <div class="comment {% if comment.internal_note %}internal{% endif %}">
+                                <div class="comment-header">
+                                    <span class="comment-author">
+                                        <i class="bi bi-person-circle"></i> 
+                                        {{ comment.user_name or 'System' }}
+                                        {% if comment.internal_note %}
+                                        <span class="badge bg-warning text-dark ms-2">Internal</span>
+                                        {% endif %}
+                                    </span>
+                                    <span class="comment-date">
+                                        {{ comment.created_at.strftime('%d-%m-%Y %H:%M') if comment.created_at else '-' }}
+                                    </span>
+                                </div>
+                                <div class="comment-text">
+                                    {{ comment.comment_text }}
+                                </div>
+                            </div>
+                            {% endfor %}
+                        {% else %}
+                        <div class="empty-state">
+                            <i class="bi bi-chat"></i>
+                            <p>Ingen kommentarer endnu</p>
+                        </div>
+                        {% endif %}
+                    </div>
+                </div>
+
+                <!-- Worklog -->
+                <div class="card">
+                    <div class="card-body">
+                        <div class="section-title">
+                            <i class="bi bi-clock-history"></i> Worklog ({{ worklog|length }})
+                        </div>
+                        {% if worklog %}
+                        <div class="table-responsive">
+                            <table class="table worklog-table">
+                                <thead>
+                                    <tr>
+                                        <th>Dato</th>
+                                        <th>Timer</th>
+                                        <th>Type</th>
+                                        <th>Beskrivelse</th>
+                                        <th>Status</th>
+                                        <th>Medarbejder</th>
+                                    </tr>
+                                </thead>
+                                <tbody>
+                                    {% for entry in worklog %}
+                                    <tr>
+                                        <td>{{ entry.work_date.strftime('%d-%m-%Y') if entry.work_date else '-' }}</td>
+                                        <td><strong>{{ "%.2f"|format(entry.hours) }}t</strong></td>
+                                        <td>{{ entry.work_type }}</td>
+                                        <td>{{ entry.description or '-' }}</td>
+                                        <td>
+                                            <span class="badge {% if entry.status == 'billable' %}bg-success{% elif entry.status == 'draft' %}bg-warning{% else %}bg-secondary{% endif %}">
+                                                {{ entry.status }}
+                                            </span>
+                                        </td>
+                                        <td>{{ entry.user_name or '-' }}</td>
+                                    </tr>
+                                    {% endfor %}
+                                </tbody>
+                            </table>
+                        </div>
+                        {% else %}
+                        <div class="empty-state">
+                            <i class="bi bi-clock"></i>
+                            <p>Ingen worklog entries endnu</p>
+                        </div>
+                        {% endif %}
+                    </div>
+                </div>
+
+                <!-- Attachments -->
+                {% if attachments %}
+                <div class="card">
+                    <div class="card-body">
+                        <div class="section-title">
+                            <i class="bi bi-paperclip"></i> Vedhæftninger ({{ attachments|length }})
+                        </div>
+                        {% for attachment in attachments %}
+                        <a href="/api/v1/attachments/{{ attachment.id }}/download" class="attachment">
+                            <i class="bi bi-file-earmark"></i>
+                            {{ attachment.filename }}
+                            <small class="ms-2">({{ (attachment.file_size / 1024)|round(1) }} KB)</small>
+                        </a>
+                        {% endfor %}
+                    </div>
+                </div>
+                {% endif %}
+            </div>
+
+            <!-- Sidebar -->
+            <div class="col-lg-4">
+                <!-- Ticket Info -->
+                <div class="card">
+                    <div class="card-body">
+                        <div class="section-title">
+                            <i class="bi bi-info-circle"></i> Ticket Information
+                        </div>
+                        <div class="info-item mb-3">
+                            <label>Kunde</label>
+                            <div class="value">
+                                {% if ticket.customer_name %}
+                                <a href="/customers/{{ ticket.customer_id }}" style="text-decoration: none; color: var(--accent);">
+                                    {{ ticket.customer_name }}
+                                </a>
+                                {% else %}
+                                <span class="text-muted">Ikke angivet</span>
+                                {% endif %}
+                            </div>
+                        </div>
+                        <div class="info-item mb-3">
+                            <label>Tildelt til</label>
+                            <div class="value">
+                                {{ ticket.assigned_to_name or 'Ikke tildelt' }}
+                            </div>
+                        </div>
+                        <div class="info-item mb-3">
+                            <label>Oprettet</label>
+                            <div class="value">
+                                {{ ticket.created_at.strftime('%d-%m-%Y %H:%M') if ticket.created_at else '-' }}
+                            </div>
+                        </div>
+                        <div class="info-item mb-3">
+                            <label>Senest opdateret</label>
+                            <div class="value">
+                                {{ ticket.updated_at.strftime('%d-%m-%Y %H:%M') if ticket.updated_at else '-' }}
+                            </div>
+                        </div>
+                        {% if ticket.resolved_at %}
+                        <div class="info-item mb-3">
+                            <label>Løst</label>
+                            <div class="value">
+                                {{ ticket.resolved_at.strftime('%d-%m-%Y %H:%M') }}
+                            </div>
+                        </div>
+                        {% endif %}
+                        {% if ticket.first_response_at %}
+                        <div class="info-item mb-3">
+                            <label>Første svar</label>
+                            <div class="value">
+                                {{ ticket.first_response_at.strftime('%d-%m-%Y %H:%M') }}
+                            </div>
+                        </div>
+                        {% endif %}
+                    </div>
+                </div>
+
+                <!-- Tags -->
+                {% if ticket.tags %}
+                <div class="card">
+                    <div class="card-body">
+                        <div class="section-title">
+                            <i class="bi bi-tags"></i> Tags
+                        </div>
+                        {% for tag in ticket.tags %}
+                        <span class="badge bg-secondary me-1 mb-1">#{{ tag }}</span>
+                        {% endfor %}
+                    </div>
+                </div>
+                {% endif %}
+            </div>
+        </div>
+    </div>
+{% endblock %}
+
+{% block extra_js %}
+    <script>
+        // Add comment (placeholder - integrate with API)
+        function addComment() {
+            alert('Add comment functionality - integrate with POST /api/v1/tickets/{{ ticket.id }}/comments');
+        }
+
+        // Add worklog (placeholder - integrate with API)
+        function addWorklog() {
+            alert('Add worklog functionality - integrate with POST /api/v1/tickets/{{ ticket.id }}/worklog');
+        }
+    </script>
+{% endblock %}

app/ticket/frontend/ticket_list.html

@@ -0,0 +1,272 @@
+{% extends "shared/frontend/base.html" %}
+
+{% block title %}Alle Tickets - BMC Hub{% endblock %}
+
+{% block extra_css %}
+<style>
+        .filter-bar {
+            background: var(--bg-card);
+            padding: 1.5rem;
+            border-radius: var(--border-radius);
+            margin-bottom: 1.5rem;
+            box-shadow: 0 2px 15px rgba(0,0,0,0.05);
+        }
+
+        .ticket-table th {
+            font-weight: 600;
+            color: var(--text-secondary);
+            border-bottom: 2px solid var(--accent-light);
+            padding: 1rem 0.75rem;
+            font-size: 0.85rem;
+            text-transform: uppercase;
+            letter-spacing: 0.5px;
+        }
+
+        .ticket-table td {
+            padding: 1rem 0.75rem;
+            vertical-align: middle;
+            border-bottom: 1px solid var(--accent-light);
+        }
+
+        .ticket-row {
+            transition: background-color 0.2s;
+            cursor: pointer;
+        }
+
+        .ticket-row:hover {
+            background-color: var(--accent-light);
+        }
+
+        .badge {
+            padding: 0.4rem 0.8rem;
+            font-weight: 500;
+            border-radius: 6px;
+            font-size: 0.75rem;
+        }
+
+        .badge-status-open { background-color: #d1ecf1; color: #0c5460; }
+        .badge-status-in_progress { background-color: #fff3cd; color: #856404; }
+        .badge-status-pending_customer { background-color: #e2e3e5; color: #383d41; }
+        .badge-status-resolved { background-color: #d4edda; color: #155724; }
+        .badge-status-closed { background-color: #f8d7da; color: #721c24; }
+
+        .badge-priority-low { background-color: var(--accent-light); color: var(--accent); }
+        .badge-priority-normal { background-color: #e2e3e5; color: #383d41; }
+        .badge-priority-high { background-color: #fff3cd; color: #856404; }
+        .badge-priority-urgent, .badge-priority-critical { background-color: #f8d7da; color: #721c24; }
+
+        .ticket-number {
+            font-family: 'Monaco', 'Courier New', monospace;
+            background: var(--accent-light);
+            padding: 0.2rem 0.5rem;
+            border-radius: 4px;
+            font-size: 0.85rem;
+            color: var(--accent);
+            font-weight: 600;
+        }
+
+        .search-box {
+            position: relative;
+        }
+
+        .search-box input {
+            padding-left: 2.5rem;
+            background: var(--bg-body);
+            border: 1px solid var(--accent-light);
+            color: var(--text-primary);
+        }
+
+        .search-box i {
+            position: absolute;
+            left: 1rem;
+            top: 50%;
+            transform: translateY(-50%);
+            color: var(--text-secondary);
+        }
+
+        .empty-state {
+            text-align: center;
+            padding: 4rem 2rem;
+            color: var(--text-secondary);
+        }
+
+        .empty-state i {
+            font-size: 4rem;
+            margin-bottom: 1rem;
+            opacity: 0.3;
+        }
+
+        .meta-info {
+            font-size: 0.85rem;
+            color: var(--text-secondary);
+        }
+
+        .meta-info i {
+            margin-right: 0.25rem;
+        }
+</style>
+{% endblock %}
+
+{% block content %}
+    <div class="container-fluid px-4">
+        <!-- Page Header -->
+        <div class="d-flex justify-content-between align-items-center mb-4">
+            <div>
+                <h1 class="mb-2">
+                    <i class="bi bi-ticket-detailed"></i> Alle Tickets
+                </h1>
+                <p class="text-muted">Oversigt over alle tickets i systemet</p>
+            </div>
+            <a href="/api/v1/tickets" class="btn btn-primary">
+                <i class="bi bi-plus-circle"></i> Ny Ticket
+            </a>
+        </div>
+
+        <!-- Filter Bar -->
+        <div class="filter-bar">
+            <form method="get" action="/ticket/tickets" class="row g-3">
+                <div class="col-md-3">
+                    <label for="status" class="form-label">Status:</label>
+                    <select name="status" id="status" class="form-select" onchange="this.form.submit()">
+                        <option value="">Alle</option>
+                        <option value="open" {% if selected_status == 'open' %}selected{% endif %}>Open</option>
+                        <option value="in_progress" {% if selected_status == 'in_progress' %}selected{% endif %}>In Progress</option>
+                        <option value="pending_customer" {% if selected_status == 'pending_customer' %}selected{% endif %}>Pending Customer</option>
+                        <option value="resolved" {% if selected_status == 'resolved' %}selected{% endif %}>Resolved</option>
+                        <option value="closed" {% if selected_status == 'closed' %}selected{% endif %}>Closed</option>
+                    </select>
+                </div>
+                <div class="col-md-3">
+                    <label for="priority" class="form-label">Prioritet:</label>
+                    <select name="priority" id="priority" class="form-select" onchange="this.form.submit()">
+                        <option value="">Alle</option>
+                        <option value="low" {% if selected_priority == 'low' %}selected{% endif %}>Low</option>
+                        <option value="normal" {% if selected_priority == 'normal' %}selected{% endif %}>Normal</option>
+                        <option value="high" {% if selected_priority == 'high' %}selected{% endif %}>High</option>
+                        <option value="urgent" {% if selected_priority == 'urgent' %}selected{% endif %}>Urgent</option>
+                        <option value="critical" {% if selected_priority == 'critical' %}selected{% endif %}>Critical</option>
+                    </select>
+                </div>
+                <div class="col-md-3">
+                    <label for="customer_id" class="form-label">Kunde:</label>
+                    <select name="customer_id" id="customer_id" class="form-select" onchange="this.form.submit()">
+                        <option value="">Alle kunder</option>
+                        {% for customer in customers %}
+                        <option value="{{ customer.id }}" {% if customer.id == selected_customer_id %}selected{% endif %}>
+                            {{ customer.name }}
+                        </option>
+                        {% endfor %}
+                    </select>
+                </div>
+                <div class="col-md-3">
+                    <label for="search" class="form-label">Søg:</label>
+                    <div class="search-box">
+                        <i class="bi bi-search"></i>
+                        <input 
+                            type="text" 
+                            name="search" 
+                            id="search" 
+                            class="form-control" 
+                            placeholder="Ticket nummer eller emne..."
+                            value="{{ search_query or '' }}">
+                    </div>
+                </div>
+            </form>
+        </div>
+
+        <!-- Tickets Table -->
+        {% if tickets %}
+        <div class="card">
+            <div class="table-responsive">
+                <table class="table ticket-table mb-0">
+                    <thead>
+                        <tr>
+                            <th>Ticket</th>
+                            <th>Kunde</th>
+                            <th>Status</th>
+                            <th>Prioritet</th>
+                            <th>Tildelt</th>
+                            <th>Aktivitet</th>
+                            <th>Oprettet</th>
+                        </tr>
+                    </thead>
+                    <tbody>
+                        {% for ticket in tickets %}
+                        <tr class="ticket-row" onclick="window.location='/ticket/tickets/{{ ticket.id }}'">
+                            <td>
+                                <span class="ticket-number">{{ ticket.ticket_number }}</span>
+                                <br>
+                                <strong>{{ ticket.subject }}</strong>
+                            </td>
+                            <td>
+                                {% if ticket.customer_name %}
+                                {{ ticket.customer_name }}
+                                {% else %}
+                                <span class="text-muted">-</span>
+                                {% endif %}
+                            </td>
+                            <td>
+                                <span class="badge badge-status-{{ ticket.status }}">
+                                    {{ ticket.status.replace('_', ' ').title() }}
+                                </span>
+                            </td>
+                            <td>
+                                <span class="badge badge-priority-{{ ticket.priority }}">
+                                    {{ ticket.priority.title() }}
+                                </span>
+                            </td>
+                            <td>
+                                {% if ticket.assigned_to_name %}
+                                {{ ticket.assigned_to_name }}
+                                {% else %}
+                                <span class="text-muted">Ikke tildelt</span>
+                                {% endif %}
+                            </td>
+                            <td>
+                                <div class="meta-info">
+                                    <i class="bi bi-chat"></i> {{ ticket.comment_count }}
+                                    <i class="bi bi-clock ms-2"></i> {{ ticket.worklog_count }}
+                                </div>
+                            </td>
+                            <td>
+                                {{ ticket.created_at.strftime('%d-%m-%Y') if ticket.created_at else '-' }}
+                                <br>
+                                <small class="text-muted">{{ ticket.created_at.strftime('%H:%M') if ticket.created_at else '' }}</small>
+                            </td>
+                        </tr>
+                        {% endfor %}
+                    </tbody>
+                </table>
+            </div>
+        </div>
+        <div class="text-muted mt-3">
+            <small>Viser {{ tickets|length }} tickets</small>
+        </div>
+        {% else %}
+        <div class="card">
+            <div class="empty-state">
+                <i class="bi bi-inbox"></i>
+                <h3>Ingen tickets fundet</h3>
+                <p>Prøv at justere dine filtre eller opret en ny ticket</p>
+                {% if selected_status or selected_priority or selected_customer_id or search_query %}
+                <a href="/ticket/tickets" class="btn btn-outline-secondary mt-3">
+                    <i class="bi bi-x-circle"></i> Ryd filtre
+                </a>
+                {% endif %}
+            </div>
+        </div>
+        {% endif %}
+    </div>
+{% endblock %}
+
+{% block extra_js %}
+    <script>
+        // Submit search on Enter
+        document.getElementById('search').addEventListener('keypress', function(e) {
+            if (e.key === 'Enter') {
+                e.preventDefault();
+                this.form.submit();
+            }
+        });
+    </script>
+{% endblock %}

app/ticket/frontend/views.py

@@ -0,0 +1,451 @@
+"""
+Ticket System Frontend Views
+HTML template routes for ticket management UI
+"""
+
+import logging
+from fastapi import APIRouter, Request, HTTPException, Form
+from fastapi.responses import HTMLResponse, RedirectResponse
+from fastapi.templating import Jinja2Templates
+from typing import Optional
+from datetime import date
+
+from app.core.database import execute_query, execute_update
+
+logger = logging.getLogger(__name__)
+
+router = APIRouter()
+templates = Jinja2Templates(directory="app")
+
+
+# ============================================================================
+# MOCKUP ROUTES (TEMPORARY)
+# ============================================================================
+
+@router.get("/mockups/1", response_class=HTMLResponse)
+async def mockup_option1(request: Request):
+    """Mockup: Split Screen Concept"""
+    return templates.TemplateResponse("ticket/frontend/mockups/option1_splitscreen.html", {"request": request})
+
+@router.get("/mockups/2", response_class=HTMLResponse)
+async def mockup_option2(request: Request):
+    """Mockup: Kanban Board Concept"""
+    return templates.TemplateResponse("ticket/frontend/mockups/option2_kanban.html", {"request": request})
+
+@router.get("/mockups/3", response_class=HTMLResponse)
+async def mockup_option3(request: Request):
+    """Mockup: Power Table Concept"""
+    return templates.TemplateResponse("ticket/frontend/mockups/option3_powertable.html", {"request": request})
+
+
+@router.get("/worklog/review", response_class=HTMLResponse)
+async def worklog_review_page(
+    request: Request,
+    customer_id: Optional[int] = None,
+    status: str = "draft"
+):
+    """
+    Worklog review page with single-entry approval
+    
+    Query params:
+        customer_id: Filter by customer (optional)
+        status: Filter by status (default: draft)
+    """
+    try:
+        # Build query with filters
+        query = """
+            SELECT 
+                w.id,
+                w.ticket_id,
+                w.user_id,
+                w.work_date,
+                w.hours,
+                w.work_type,
+                w.description,
+                w.billing_method,
+                w.status,
+                w.prepaid_card_id,
+                w.created_at,
+                t.ticket_number,
+                t.subject AS ticket_subject,
+                t.customer_id,
+                t.status AS ticket_status,
+                c.name AS customer_name,
+                u.username AS user_name,
+                pc.card_number,
+                pc.remaining_hours AS card_remaining_hours
+            FROM tticket_worklog w
+            INNER JOIN tticket_tickets t ON t.id = w.ticket_id
+            LEFT JOIN customers c ON c.id = t.customer_id
+            LEFT JOIN users u ON u.user_id = w.user_id
+            LEFT JOIN tticket_prepaid_cards pc ON pc.id = w.prepaid_card_id
+            WHERE w.status = %s
+        """
+        
+        params = [status]
+        
+        if customer_id:
+            query += " AND t.customer_id = %s"
+            params.append(customer_id)
+        
+        query += " ORDER BY w.work_date DESC, w.created_at DESC"
+        
+        worklogs = execute_query(query, tuple(params))
+        
+        # Get customer list for filter dropdown
+        customers_query = """
+            SELECT DISTINCT c.id, c.name
+            FROM customers c
+            INNER JOIN tticket_tickets t ON t.customer_id = c.id
+            INNER JOIN tticket_worklog w ON w.ticket_id = t.id
+            WHERE w.status = %s
+            ORDER BY c.name
+        """
+        customers = execute_query(customers_query, (status,))
+        
+        # Calculate totals
+        total_hours = sum(float(w['hours']) for w in worklogs)
+        total_billable = sum(
+            float(w['hours']) 
+            for w in worklogs 
+            if w['billing_method'] == 'invoice'
+        )
+        
+        return templates.TemplateResponse(
+            "ticket/frontend/worklog_review.html",
+            {
+                "request": request,
+                "worklogs": worklogs,
+                "customers": customers,
+                "selected_customer_id": customer_id,
+                "selected_status": status,
+                "total_hours": total_hours,
+                "total_billable_hours": total_billable,
+                "total_entries": len(worklogs)
+            }
+        )
+        
+    except Exception as e:
+        logger.error(f"❌ Failed to load worklog review page: {e}")
+        raise HTTPException(status_code=500, detail=str(e))
+
+
+@router.post("/worklog/{worklog_id}/approve")
+async def approve_worklog_entry(
+    worklog_id: int,
+    redirect_to: Optional[str] = Form(default="/ticket/worklog/review")
+):
+    """
+    Approve single worklog entry (change status draft → billable)
+    
+    Form params:
+        redirect_to: URL to redirect after approval
+    """
+    try:
+        # Check entry exists and is draft
+        check_query = """
+            SELECT id, status, billing_method 
+            FROM tticket_worklog 
+            WHERE id = %s
+        """
+        entry = execute_query(check_query, (worklog_id,), fetchone=True)
+        
+        if not entry:
+            raise HTTPException(status_code=404, detail="Worklog entry not found")
+        
+        if entry['status'] != 'draft':
+            raise HTTPException(
+                status_code=400, 
+                detail=f"Cannot approve entry with status '{entry['status']}'"
+            )
+        
+        # Approve entry
+        update_query = """
+            UPDATE tticket_worklog 
+            SET status = 'billable',
+                updated_at = CURRENT_TIMESTAMP
+            WHERE id = %s
+        """
+        execute_update(update_query, (worklog_id,))
+        
+        logger.info(f"✅ Approved worklog entry {worklog_id}")
+        
+        return RedirectResponse(url=redirect_to, status_code=303)
+        
+    except HTTPException:
+        raise
+    except Exception as e:
+        logger.error(f"❌ Failed to approve worklog entry: {e}")
+        raise HTTPException(status_code=500, detail=str(e))
+
+
+@router.post("/worklog/{worklog_id}/reject")
+async def reject_worklog_entry(
+    worklog_id: int,
+    reason: Optional[str] = Form(default=None),
+    redirect_to: Optional[str] = Form(default="/ticket/worklog/review")
+):
+    """
+    Reject single worklog entry (change status draft → rejected)
+    
+    Form params:
+        reason: Rejection reason (optional)
+        redirect_to: URL to redirect after rejection
+    """
+    try:
+        # Check entry exists and is draft
+        check_query = """
+            SELECT id, status 
+            FROM tticket_worklog 
+            WHERE id = %s
+        """
+        entry = execute_query(check_query, (worklog_id,), fetchone=True)
+        
+        if not entry:
+            raise HTTPException(status_code=404, detail="Worklog entry not found")
+        
+        if entry['status'] != 'draft':
+            raise HTTPException(
+                status_code=400, 
+                detail=f"Cannot reject entry with status '{entry['status']}'"
+            )
+        
+        # Reject entry (store reason in description)
+        update_query = """
+            UPDATE tticket_worklog 
+            SET status = 'rejected',
+                description = COALESCE(description, '') || 
+                    CASE WHEN %s IS NOT NULL 
+                    THEN E'\n\n[REJECTED: ' || %s || ']' 
+                    ELSE E'\n\n[REJECTED]' 
+                    END,
+                updated_at = CURRENT_TIMESTAMP
+            WHERE id = %s
+        """
+        execute_update(update_query, (reason, reason, worklog_id))
+        
+        logger.info(f"❌ Rejected worklog entry {worklog_id}" + (f": {reason}" if reason else ""))
+        
+        return RedirectResponse(url=redirect_to, status_code=303)
+        
+    except HTTPException:
+        raise
+    except Exception as e:
+        logger.error(f"❌ Failed to reject worklog entry: {e}")
+        raise HTTPException(status_code=500, detail=str(e))
+
+
+@router.get("/dashboard", response_class=HTMLResponse)
+async def ticket_dashboard(request: Request):
+    """
+    Ticket system dashboard with statistics
+    """
+    try:
+        # Get ticket statistics
+        stats_query = """
+            SELECT 
+                COUNT(*) FILTER (WHERE status = 'open') AS open_count,
+                COUNT(*) FILTER (WHERE status = 'in_progress') AS in_progress_count,
+                COUNT(*) FILTER (WHERE status = 'pending_customer') AS pending_count,
+                COUNT(*) FILTER (WHERE status = 'resolved') AS resolved_count,
+                COUNT(*) FILTER (WHERE status = 'closed') AS closed_count,
+                COUNT(*) AS total_count
+            FROM tticket_tickets
+        """
+        stats = execute_query(stats_query, fetchone=True)
+        
+        # Get recent tickets
+        recent_query = """
+            SELECT 
+                t.id,
+                t.ticket_number,
+                t.subject,
+                t.status,
+                t.priority,
+                t.created_at,
+                c.name AS customer_name
+            FROM tticket_tickets t
+            LEFT JOIN customers c ON c.id = t.customer_id
+            ORDER BY t.created_at DESC
+            LIMIT 10
+        """
+        recent_tickets = execute_query(recent_query)
+        
+        # Get worklog statistics
+        worklog_stats_query = """
+            SELECT 
+                COUNT(*) FILTER (WHERE status = 'draft') AS draft_count,
+                COALESCE(SUM(hours) FILTER (WHERE status = 'draft'), 0) AS draft_hours,
+                COUNT(*) FILTER (WHERE status = 'billable') AS billable_count,
+                COALESCE(SUM(hours) FILTER (WHERE status = 'billable'), 0) AS billable_hours
+            FROM tticket_worklog
+        """
+        worklog_stats = execute_query(worklog_stats_query, fetchone=True)
+        
+        return templates.TemplateResponse(
+            "ticket/frontend/dashboard.html",
+            {
+                "request": request,
+                "stats": stats,
+                "recent_tickets": recent_tickets,
+                "worklog_stats": worklog_stats
+            }
+        )
+        
+    except Exception as e:
+        logger.error(f"❌ Failed to load dashboard: {e}")
+        raise HTTPException(status_code=500, detail=str(e))
+
+
+@router.get("/tickets", response_class=HTMLResponse)
+async def ticket_list_page(
+    request: Request,
+    status: Optional[str] = None,
+    priority: Optional[str] = None,
+    customer_id: Optional[int] = None,
+    search: Optional[str] = None
+):
+    """
+    Ticket list page with filters
+    """
+    try:
+        # Build query with filters
+        query = """
+            SELECT 
+                t.id,
+                t.ticket_number,
+                t.subject,
+                t.status,
+                t.priority,
+                t.created_at,
+                t.updated_at,
+                c.name AS customer_name,
+                u.username AS assigned_to_name,
+                (SELECT COUNT(*) FROM tticket_comments WHERE ticket_id = t.id) AS comment_count,
+                (SELECT COUNT(*) FROM tticket_worklog WHERE ticket_id = t.id) AS worklog_count
+            FROM tticket_tickets t
+            LEFT JOIN customers c ON c.id = t.customer_id
+            LEFT JOIN users u ON u.user_id = t.assigned_to_user_id
+            WHERE 1=1
+        """
+        
+        params = []
+        
+        if status:
+            query += " AND t.status = %s"
+            params.append(status)
+        
+        if priority:
+            query += " AND t.priority = %s"
+            params.append(priority)
+        
+        if customer_id:
+            query += " AND t.customer_id = %s"
+            params.append(customer_id)
+        
+        if search:
+            query += " AND (t.subject ILIKE %s OR t.description ILIKE %s OR t.ticket_number ILIKE %s)"
+            search_pattern = f"%{search}%"
+            params.extend([search_pattern, search_pattern, search_pattern])
+        
+        query += " ORDER BY t.created_at DESC LIMIT 100"
+        
+        tickets = execute_query(query, tuple(params)) if params else execute_query(query)
+        
+        # Get filter options
+        customers = execute_query(
+            """SELECT DISTINCT c.id, c.name 
+               FROM customers c 
+               INNER JOIN tticket_tickets t ON t.customer_id = c.id 
+               ORDER BY c.name"""
+        )
+        
+        return templates.TemplateResponse(
+            "ticket/frontend/ticket_list.html",
+            {
+                "request": request,
+                "tickets": tickets,
+                "customers": customers,
+                "selected_status": status,
+                "selected_priority": priority,
+                "selected_customer_id": customer_id,
+                "search_query": search
+            }
+        )
+        
+    except Exception as e:
+        logger.error(f"❌ Failed to load ticket list: {e}")
+        raise HTTPException(status_code=500, detail=str(e))
+
+
+@router.get("/tickets/{ticket_id}", response_class=HTMLResponse)
+async def ticket_detail_page(request: Request, ticket_id: int):
+    """
+    Ticket detail page with comments and worklog
+    """
+    try:
+        # Get ticket details
+        ticket_query = """
+            SELECT 
+                t.*,
+                c.name AS customer_name,
+                c.email AS customer_email,
+                u.username AS assigned_to_name
+            FROM tticket_tickets t
+            LEFT JOIN customers c ON c.id = t.customer_id
+            LEFT JOIN users u ON u.user_id = t.assigned_to_user_id
+            WHERE t.id = %s
+        """
+        ticket = execute_query(ticket_query, (ticket_id,), fetchone=True)
+        
+        if not ticket:
+            raise HTTPException(status_code=404, detail="Ticket not found")
+        
+        # Get comments
+        comments_query = """
+            SELECT 
+                c.*,
+                u.username AS user_name
+            FROM tticket_comments c
+            LEFT JOIN users u ON u.user_id = c.user_id
+            WHERE c.ticket_id = %s
+            ORDER BY c.created_at ASC
+        """
+        comments = execute_query(comments_query, (ticket_id,))
+        
+        # Get worklog
+        worklog_query = """
+            SELECT 
+                w.*,
+                u.username AS user_name
+            FROM tticket_worklog w
+            LEFT JOIN users u ON u.user_id = w.user_id
+            WHERE w.ticket_id = %s
+            ORDER BY w.work_date DESC, w.created_at DESC
+        """
+        worklog = execute_query(worklog_query, (ticket_id,))
+        
+        # Get attachments
+        attachments_query = """
+            SELECT * FROM tticket_attachments
+            WHERE ticket_id = %s
+            ORDER BY created_at DESC
+        """
+        attachments = execute_query(attachments_query, (ticket_id,))
+        
+        return templates.TemplateResponse(
+            "ticket/frontend/ticket_detail.html",
+            {
+                "request": request,
+                "ticket": ticket,
+                "comments": comments,
+                "worklog": worklog,
+                "attachments": attachments
+            }
+        )
+        
+    except HTTPException:
+        raise
+    except Exception as e:
+        logger.error(f"❌ Failed to load ticket detail: {e}")
+        raise HTTPException(status_code=500, detail=str(e))

app/ticket/frontend/worklog_review.html

@@ -0,0 +1,560 @@
+<!DOCTYPE html>
+<html lang="da">
+<head>
+    <meta charset="UTF-8">
+    <meta name="viewport" content="width=device-width, initial-scale=1.0">
+    <title>Worklog Godkendelse - BMC Hub</title>
+    <link href="https://cdn.jsdelivr.net/npm/bootstrap@5.3.2/dist/css/bootstrap.min.css" rel="stylesheet">
+    <link rel="stylesheet" href="https://cdn.jsdelivr.net/npm/bootstrap-icons@1.11.1/font/bootstrap-icons.css">
+    <style>
+        :root {
+            --bg-body: #f8f9fa;
+            --bg-card: #ffffff;
+            --text-primary: #2c3e50;
+            --text-secondary: #6c757d;
+            --accent: #0f4c75;
+            --accent-light: #eef2f5;
+            --border-radius: 12px;
+            --success: #28a745;
+            --danger: #dc3545;
+            --warning: #ffc107;
+        }
+        
+        [data-theme="dark"] {
+            --bg-body: #1a1d23;
+            --bg-card: #252a31;
+            --text-primary: #e4e6eb;
+            --text-secondary: #b0b3b8;
+            --accent: #4a9eff;
+            --accent-light: #2d3748;
+            --success: #48bb78;
+            --danger: #f56565;
+            --warning: #ed8936;
+        }
+        
+        body {
+            background-color: var(--bg-body);
+            color: var(--text-primary);
+            font-family: 'Inter', -apple-system, BlinkMacSystemFont, sans-serif;
+            padding-top: 80px;
+            transition: background-color 0.3s, color 0.3s;
+        }
+
+        .navbar {
+            background: var(--bg-card);
+            box-shadow: 0 2px 15px rgba(0,0,0,0.08);
+            padding: 1rem 0;
+            border-bottom: 1px solid rgba(0,0,0,0.05);
+            transition: background-color 0.3s;
+        }
+
+        .navbar-brand {
+            font-weight: 700;
+            color: var(--accent);
+            font-size: 1.25rem;
+        }
+
+        .nav-link {
+            color: var(--text-secondary);
+            padding: 0.6rem 1.2rem !important;
+            border-radius: var(--border-radius);
+            transition: all 0.2s;
+            font-weight: 500;
+            margin: 0 0.2rem;
+        }
+
+        .nav-link:hover, .nav-link.active {
+            background-color: var(--accent-light);
+            color: var(--accent);
+        }
+
+        .card {
+            border: none;
+            border-radius: var(--border-radius);
+            box-shadow: 0 2px 15px rgba(0,0,0,0.05);
+            background: var(--bg-card);
+            margin-bottom: 1.5rem;
+            transition: background-color 0.3s;
+        }
+
+        .stats-row {
+            margin-bottom: 2rem;
+        }
+
+        .stat-card {
+            text-align: center;
+            padding: 1.5rem;
+        }
+
+        .stat-card h3 {
+            font-size: 2.5rem;
+            font-weight: 700;
+            color: var(--accent);
+            margin-bottom: 0.5rem;
+        }
+
+        .stat-card p {
+            color: var(--text-secondary);
+            font-size: 0.9rem;
+            margin: 0;
+        }
+
+        .worklog-table {
+            background: var(--bg-card);
+        }
+
+        .worklog-table th {
+            font-weight: 600;
+            color: var(--text-secondary);
+            border-bottom: 2px solid var(--accent-light);
+            padding: 1rem 0.75rem;
+            font-size: 0.85rem;
+            text-transform: uppercase;
+            letter-spacing: 0.5px;
+        }
+
+        .worklog-table td {
+            padding: 1rem 0.75rem;
+            vertical-align: middle;
+            border-bottom: 1px solid var(--accent-light);
+        }
+
+        .worklog-row {
+            transition: background-color 0.2s;
+        }
+
+        .worklog-row:hover {
+            background-color: var(--accent-light);
+        }
+
+        .badge {
+            padding: 0.4rem 0.8rem;
+            font-weight: 500;
+            border-radius: 6px;
+            font-size: 0.75rem;
+        }
+
+        .badge-invoice {
+            background-color: var(--accent-light);
+            color: var(--accent);
+        }
+
+        .badge-prepaid {
+            background-color: #d4edda;
+            color: #155724;
+        }
+
+        .badge-support {
+            background-color: #cce5ff;
+            color: #004085;
+        }
+
+        .badge-development {
+            background-color: #f8d7da;
+            color: #721c24;
+        }
+
+        .btn-approve {
+            background-color: var(--success);
+            color: white;
+            border: none;
+            padding: 0.4rem 1rem;
+            border-radius: 6px;
+            font-size: 0.85rem;
+            transition: all 0.2s;
+        }
+
+        .btn-approve:hover {
+            background-color: #218838;
+            transform: translateY(-1px);
+        }
+
+        .btn-reject {
+            background-color: var(--danger);
+            color: white;
+            border: none;
+            padding: 0.4rem 1rem;
+            border-radius: 6px;
+            font-size: 0.85rem;
+            transition: all 0.2s;
+        }
+
+        .btn-reject:hover {
+            background-color: #c82333;
+            transform: translateY(-1px);
+        }
+
+        .theme-toggle {
+            cursor: pointer;
+            padding: 0.5rem 1rem;
+            border-radius: var(--border-radius);
+            background: var(--accent-light);
+            color: var(--accent);
+            transition: all 0.2s;
+            border: none;
+            font-size: 1.2rem;
+        }
+
+        .theme-toggle:hover {
+            background: var(--accent);
+            color: white;
+        }
+
+        .filter-bar {
+            background: var(--bg-card);
+            padding: 1.5rem;
+            border-radius: var(--border-radius);
+            margin-bottom: 1.5rem;
+            box-shadow: 0 2px 15px rgba(0,0,0,0.05);
+        }
+
+        .hours-display {
+            font-weight: 700;
+            color: var(--accent);
+            font-size: 1.1rem;
+        }
+
+        .empty-state {
+            text-align: center;
+            padding: 4rem 2rem;
+            color: var(--text-secondary);
+        }
+
+        .empty-state i {
+            font-size: 4rem;
+            margin-bottom: 1rem;
+            opacity: 0.3;
+        }
+
+        .ticket-number {
+            font-family: 'Monaco', 'Courier New', monospace;
+            background: var(--accent-light);
+            padding: 0.2rem 0.5rem;
+            border-radius: 4px;
+            font-size: 0.85rem;
+            color: var(--accent);
+        }
+
+        .customer-name {
+            font-weight: 600;
+            color: var(--text-primary);
+        }
+
+        .work-description {
+            color: var(--text-secondary);
+            font-size: 0.9rem;
+            max-width: 300px;
+            overflow: hidden;
+            text-overflow: ellipsis;
+            white-space: nowrap;
+        }
+
+        .btn-group-actions {
+            white-space: nowrap;
+        }
+    </style>
+</head>
+<body>
+    <!-- Navigation -->
+    <nav class="navbar navbar-expand-lg fixed-top">
+        <div class="container-fluid">
+            <a class="navbar-brand" href="/">
+                <i class="bi bi-boxes"></i> BMC Hub
+            </a>
+            <button class="navbar-toggler" type="button" data-bs-toggle="collapse" data-bs-target="#navbarNav">
+                <span class="navbar-toggler-icon"></span>
+            </button>
+            <div class="collapse navbar-collapse" id="navbarNav">
+                <ul class="navbar-nav me-auto">
+                    <li class="nav-item">
+                        <a class="nav-link" href="/ticket/dashboard">
+                            <i class="bi bi-speedometer2"></i> Dashboard
+                        </a>
+                    </li>
+                    <li class="nav-item">
+                        <a class="nav-link" href="/api/v1/tickets">
+                            <i class="bi bi-ticket-detailed"></i> Tickets
+                        </a>
+                    </li>
+                    <li class="nav-item">
+                        <a class="nav-link active" href="/ticket/worklog/review">
+                            <i class="bi bi-clock-history"></i> Worklog Godkendelse
+                        </a>
+                    </li>
+                    <li class="nav-item">
+                        <a class="nav-link" href="/api/v1/prepaid-cards">
+                            <i class="bi bi-credit-card"></i> Klippekort
+                        </a>
+                    </li>
+                </ul>
+                <button class="theme-toggle" onclick="toggleTheme()" title="Toggle Dark Mode">
+                    <i class="bi bi-moon-stars-fill"></i>
+                </button>
+            </div>
+        </div>
+    </nav>
+
+    <div class="container-fluid px-4">
+        <!-- Page Header -->
+        <div class="row mb-4">
+            <div class="col">
+                <h1 class="mb-2">
+                    <i class="bi bi-clock-history"></i> Worklog Godkendelse
+                </h1>
+                <p class="text-muted">Godkend eller afvis enkelt-entries fra draft worklog</p>
+            </div>
+        </div>
+
+        <!-- Statistics Row -->
+        <div class="row stats-row">
+            <div class="col-md-4">
+                <div class="card stat-card">
+                    <h3>{{ total_entries }}</h3>
+                    <p>Entries til godkendelse</p>
+                </div>
+            </div>
+            <div class="col-md-4">
+                <div class="card stat-card">
+                    <h3>{{ "%.2f"|format(total_hours) }}t</h3>
+                    <p>Total timer</p>
+                </div>
+            </div>
+            <div class="col-md-4">
+                <div class="card stat-card">
+                    <h3>{{ "%.2f"|format(total_billable_hours) }}t</h3>
+                    <p>Fakturerbare timer</p>
+                </div>
+            </div>
+        </div>
+
+        <!-- Filter Bar -->
+        <div class="filter-bar">
+            <form method="get" action="/ticket/worklog/review" class="row g-3">
+                <div class="col-md-4">
+                    <label for="customer_id" class="form-label">Filtrer efter kunde:</label>
+                    <select name="customer_id" id="customer_id" class="form-select" onchange="this.form.submit()">
+                        <option value="">Alle kunder</option>
+                        {% for customer in customers %}
+                        <option value="{{ customer.id }}" {% if customer.id == selected_customer_id %}selected{% endif %}>
+                            {{ customer.name }}
+                        </option>
+                        {% endfor %}
+                    </select>
+                </div>
+                <div class="col-md-4">
+                    <label for="status" class="form-label">Status:</label>
+                    <select name="status" id="status" class="form-select" onchange="this.form.submit()">
+                        <option value="draft" {% if selected_status == 'draft' %}selected{% endif %}>Draft</option>
+                        <option value="billable" {% if selected_status == 'billable' %}selected{% endif %}>Billable</option>
+                        <option value="rejected" {% if selected_status == 'rejected' %}selected{% endif %}>Rejected</option>
+                    </select>
+                </div>
+                <div class="col-md-4 d-flex align-items-end">
+                    <button type="submit" class="btn btn-primary">
+                        <i class="bi bi-funnel"></i> Filtrer
+                    </button>
+                    <a href="/ticket/worklog/review" class="btn btn-outline-secondary ms-2">
+                        <i class="bi bi-x-circle"></i> Ryd filtre
+                    </a>
+                </div>
+            </form>
+        </div>
+
+        <!-- Worklog Table -->
+        {% if worklogs %}
+        <div class="card">
+            <div class="table-responsive">
+                <table class="table worklog-table mb-0">
+                    <thead>
+                        <tr>
+                            <th>Ticket</th>
+                            <th>Kunde</th>
+                            <th>Dato</th>
+                            <th>Timer</th>
+                            <th>Type</th>
+                            <th>Fakturering</th>
+                            <th>Beskrivelse</th>
+                            <th>Medarbejder</th>
+                            <th style="text-align: right;">Handlinger</th>
+                        </tr>
+                    </thead>
+                    <tbody>
+                        {% for worklog in worklogs %}
+                        <tr class="worklog-row">
+                            <td>
+                                <span class="ticket-number">{{ worklog.ticket_number }}</span>
+                                <br>
+                                <small class="text-muted">{{ worklog.ticket_subject[:30] }}...</small>
+                            </td>
+                            <td>
+                                {% if worklog.customer_name %}
+                                <span class="customer-name">{{ worklog.customer_name }}</span>
+                                {% else %}
+                                <span class="text-muted">-</span>
+                                {% endif %}
+                            </td>
+                            <td>
+                                {{ worklog.work_date.strftime('%d-%m-%Y') if worklog.work_date else '-' }}
+                            </td>
+                            <td>
+                                <span class="hours-display">{{ "%.2f"|format(worklog.hours) }}t</span>
+                            </td>
+                            <td>
+                                {% if worklog.work_type == 'support' %}
+                                <span class="badge badge-support">Support</span>
+                                {% elif worklog.work_type == 'development' %}
+                                <span class="badge badge-development">Udvikling</span>
+                                {% else %}
+                                <span class="badge">{{ worklog.work_type }}</span>
+                                {% endif %}
+                            </td>
+                            <td>
+                                {% if worklog.billing_method == 'invoice' %}
+                                <span class="badge badge-invoice">
+                                    <i class="bi bi-file-earmark-text"></i> Faktura
+                                </span>
+                                {% elif worklog.billing_method == 'prepaid' %}
+                                <span class="badge badge-prepaid">
+                                    <i class="bi bi-credit-card"></i> Klippekort
+                                </span>
+                                {% if worklog.card_number %}
+                                <br><small class="text-muted">{{ worklog.card_number }}</small>
+                                {% endif %}
+                                {% endif %}
+                            </td>
+                            <td>
+                                <div class="work-description" title="{{ worklog.description or '-' }}">
+                                    {{ worklog.description or '-' }}
+                                </div>
+                            </td>
+                            <td>
+                                {{ worklog.user_name or 'N/A' }}
+                            </td>
+                            <td>
+                                {% if worklog.status == 'draft' %}
+                                <div class="btn-group-actions">
+                                    <form method="post" action="/ticket/worklog/{{ worklog.id }}/approve" style="display: inline;">
+                                        <input type="hidden" name="redirect_to" value="{{ request.url }}">
+                                        <button type="submit" class="btn btn-approve btn-sm">
+                                            <i class="bi bi-check-circle"></i> Godkend
+                                        </button>
+                                    </form>
+                                    <button 
+                                        type="button" 
+                                        class="btn btn-reject btn-sm ms-1" 
+                                        onclick="rejectWorklog({{ worklog.id }}, '{{ request.url }}')">
+                                        <i class="bi bi-x-circle"></i> Afvis
+                                    </button>
+                                </div>
+                                {% else %}
+                                <span class="badge">{{ worklog.status }}</span>
+                                {% endif %}
+                            </td>
+                        </tr>
+                        {% endfor %}
+                    </tbody>
+                </table>
+            </div>
+        </div>
+        {% else %}
+        <div class="card">
+            <div class="empty-state">
+                <i class="bi bi-inbox"></i>
+                <h3>Ingen worklog entries</h3>
+                <p>Der er ingen entries med status "{{ selected_status }}" {% if selected_customer_id %}for denne kunde{% endif %}.</p>
+            </div>
+        </div>
+        {% endif %}
+    </div>
+
+    <!-- Reject Modal -->
+    <div class="modal fade" id="rejectModal" tabindex="-1">
+        <div class="modal-dialog">
+            <div class="modal-content" style="background: var(--bg-card); color: var(--text-primary);">
+                <div class="modal-header" style="border-bottom: 1px solid var(--accent-light);">
+                    <h5 class="modal-title">Afvis Worklog Entry</h5>
+                    <button type="button" class="btn-close" data-bs-dismiss="modal"></button>
+                </div>
+                <form id="rejectForm" method="post">
+                    <div class="modal-body">
+                        <div class="mb-3">
+                            <label for="rejectReason" class="form-label">Årsag til afvisning (valgfrit):</label>
+                            <textarea 
+                                class="form-control" 
+                                id="rejectReason" 
+                                name="reason" 
+                                rows="3"
+                                placeholder="Forklar hvorfor denne entry afvises..."
+                                style="background: var(--bg-body); color: var(--text-primary); border-color: var(--accent-light);"></textarea>
+                        </div>
+                        <input type="hidden" name="redirect_to" id="rejectRedirectTo">
+                    </div>
+                    <div class="modal-footer" style="border-top: 1px solid var(--accent-light);">
+                        <button type="button" class="btn btn-secondary" data-bs-dismiss="modal">Annuller</button>
+                        <button type="submit" class="btn btn-reject">
+                            <i class="bi bi-x-circle"></i> Afvis Entry
+                        </button>
+                    </div>
+                </form>
+            </div>
+        </div>
+    </div>
+
+    <script src="https://cdn.jsdelivr.net/npm/bootstrap@5.3.2/dist/js/bootstrap.bundle.min.js"></script>
+    <script>
+        // Theme Toggle
+        function toggleTheme() {
+            const html = document.documentElement;
+            const currentTheme = html.getAttribute('data-theme');
+            const newTheme = currentTheme === 'dark' ? 'light' : 'dark';
+            html.setAttribute('data-theme', newTheme);
+            localStorage.setItem('theme', newTheme);
+            
+            // Update icon
+            const icon = document.querySelector('.theme-toggle i');
+            if (newTheme === 'dark') {
+                icon.className = 'bi bi-sun-fill';
+            } else {
+                icon.className = 'bi bi-moon-stars-fill';
+            }
+        }
+
+        // Load saved theme
+        document.addEventListener('DOMContentLoaded', function() {
+            const savedTheme = localStorage.getItem('theme') || 'light';
+            document.documentElement.setAttribute('data-theme', savedTheme);
+            
+            const icon = document.querySelector('.theme-toggle i');
+            if (savedTheme === 'dark') {
+                icon.className = 'bi bi-sun-fill';
+            }
+        });
+
+        // Reject worklog with modal
+        function rejectWorklog(worklogId, redirectUrl) {
+            const form = document.getElementById('rejectForm');
+            form.action = `/ticket/worklog/${worklogId}/reject`;
+            document.getElementById('rejectRedirectTo').value = redirectUrl;
+            
+            const modal = new bootstrap.Modal(document.getElementById('rejectModal'));
+            modal.show();
+        }
+
+        // Auto-refresh indicator (optional)
+        let lastRefresh = Date.now();
+        setInterval(() => {
+            const elapsed = Math.floor((Date.now() - lastRefresh) / 1000);
+            if (elapsed > 300) { // 5 minutes
+                const badge = document.createElement('span');
+                badge.className = 'badge bg-warning position-fixed';
+                badge.style.bottom = '20px';
+                badge.style.right = '20px';
+                badge.style.cursor = 'pointer';
+                badge.innerHTML = '<i class="bi bi-arrow-clockwise"></i> Opdater siden';
+                badge.onclick = () => location.reload();
+                document.body.appendChild(badge);
+            }
+        }, 60000);
+    </script>
+</body>
+</html>

docs/TICKET_EMAIL_INTEGRATION.md

@@ -0,0 +1,423 @@
+# Ticket System - Email Integration
+
+## Overview
+
+The ticket system integrates with BMC Hub's email workflow engine to automatically create tickets from incoming emails. Uses **Option B: Message-ID Threading** for robust email-to-ticket linkage.
+
+## Architecture
+
+```
+Incoming Email → Email Classifier → Email Workflow Engine → Ticket Integration
+                                    ↓
+                            create_ticket action
+                                    ↓
+                    EmailTicketIntegration.process_email_for_ticket()
+                                    ↓
+                            ┌───────┴───────┐
+                            ↓               ↓
+                    New Ticket          Reply to Existing
+                    (creates TKT-XXX)   (links via Message-ID)
+```
+
+## Email Threading Logic
+
+### Message-ID Based Threading (Option B)
+
+The system uses email headers to detect if an email is part of an existing ticket thread:
+
+1. **In-Reply-To Header**: Check if contains `TKT-YYYYMMDD-XXX` pattern
+2. **References Header**: Check all message IDs in chain for ticket number
+3. **Subject Line**: Check for `[TKT-YYYYMMDD-XXX]` or `Re: TKT-YYYYMMDD-XXX`
+
+If ticket number found → **Link to existing ticket**  
+If NOT found → **Create new ticket**
+
+### Ticket Number Format
+
+Pattern: `TKT-YYYYMMDD-XXX`
+- `TKT`: Prefix
+- `YYYYMMDD`: Date (e.g., 20251215)
+- `XXX`: Sequential number (001-999)
+
+Example: `TKT-20251215-001`
+
+## Workflow Actions
+
+### 1. `create_ticket`
+
+Creates new ticket OR links to existing ticket (smart routing).
+
+**Workflow Definition:**
+```json
+{
+  "name": "Support Request → Ticket",
+  "classification_trigger": "support_request",
+  "workflow_steps": [
+    {
+      "action": "create_ticket",
+      "params": {
+        "customer_id": 123,
+        "assigned_to_user_id": 5
+      }
+    }
+  ]
+}
+```
+
+**Parameters:**
+- `customer_id` (optional): BMC customer ID to link ticket to
+- `assigned_to_user_id` (optional): User ID to assign ticket to
+- `priority` (optional): Override priority detection (low/normal/high/critical)
+
+**Returns:**
+```json
+{
+  "ticket_id": 42,
+  "ticket_number": "TKT-20251215-001",
+  "created": true,
+  "linked": false
+}
+```
+
+### 2. `link_email_to_ticket`
+
+Explicitly link email to a specific ticket (manual routing).
+
+**Workflow Definition:**
+```json
+{
+  "action": "link_email_to_ticket",
+  "params": {
+    "ticket_number": "TKT-20251215-001"
+  }
+}
+```
+
+**Parameters:**
+- `ticket_number` (required): Target ticket number
+
+**Returns:**
+```json
+{
+  "ticket_id": 42,
+  "ticket_number": "TKT-20251215-001",
+  "linked": true
+}
+```
+
+## Automatic Features
+
+### Tag Extraction
+
+Extracts `#hashtags` from email body and adds as ticket tags:
+
+```
+Email body: "We need help with #billing #urgent issue"
+→ Ticket tags: ["billing", "urgent"]
+```
+
+- Max 10 tags per ticket
+- Minimum 3 characters
+- Converted to lowercase
+
+### Priority Detection
+
+Automatically determines ticket priority from email content:
+
+**Critical**: kritisk, critical, down, nede, urgent, akut  
+**High**: høj, high, vigtig, important, haster  
+**Low**: lav, low, spørgsmål, question, info  
+**Normal**: Everything else (default)
+
+Checks both subject line and extracted tags.
+
+### Email Metadata
+
+Stores rich metadata in ticket:
+
+- **Description**: Formatted with sender email, received date, original body
+- **Custom Fields**: `email_from`, `email_message_id`, `created_from_email`
+- **Email Log**: Full threading data in `tticket_email_log` table
+
+## Database Storage
+
+### `tticket_email_log` Table
+
+Stores all email-ticket linkages for audit trail:
+
+```sql
+CREATE TABLE tticket_email_log (
+    id SERIAL PRIMARY KEY,
+    ticket_id INTEGER NOT NULL REFERENCES tticket_tickets(id),
+    email_message_id TEXT NOT NULL,
+    email_subject TEXT,
+    email_from TEXT NOT NULL,
+    email_received_at TIMESTAMP,
+    is_reply BOOLEAN DEFAULT FALSE,
+    thread_data JSONB,
+    created_at TIMESTAMP DEFAULT CURRENT_TIMESTAMP
+);
+```
+
+**`thread_data` JSONB structure:**
+```json
+{
+  "message_id": "<abc123@example.com>",
+  "in_reply_to": "<TKT-20251215-001@bmcnetworks.dk>",
+  "references": "<ref1@example.com> <ref2@example.com>"
+}
+```
+
+## Usage Examples
+
+### Example 1: Basic Support Request
+
+**Incoming Email:**
+```
+From: customer@example.com
+Subject: Help with network issue
+Body: Our internet is down. Can you help?
+```
+
+**Workflow Configuration:**
+```json
+{
+  "name": "Support Email → Ticket",
+  "classification_trigger": "support_request",
+  "confidence_threshold": 0.7,
+  "workflow_steps": [
+    {
+      "action": "create_ticket",
+      "params": {
+        "assigned_to_user_id": 5
+      }
+    }
+  ]
+}
+```
+
+**Result:**
+- Creates ticket `TKT-20251215-001`
+- Priority: `normal` (no urgent keywords)
+- Tags: [] (no hashtags found)
+- Assigned to user 5
+- Email logged in `tticket_email_log`
+
+### Example 2: Email Reply to Ticket
+
+**Incoming Email:**
+```
+From: customer@example.com
+Subject: Re: TKT-20251215-001
+In-Reply-To: <TKT-20251215-001@bmcnetworks.dk>
+Body: Thanks, issue is resolved now
+```
+
+**Result:**
+- **Detects existing ticket** via In-Reply-To header
+- **Adds comment** to ticket `TKT-20251215-001`
+- Does NOT create new ticket
+- Logs as reply (`is_reply=true`)
+
+### Example 3: Tagged Urgent Request
+
+**Incoming Email:**
+```
+From: vip@example.com
+Subject: URGENT: Server down!
+Body: Production server is down #critical #server
+```
+
+**Result:**
+- Creates ticket with priority `critical` (subject keyword)
+- Tags: `["critical", "server"]`
+- Custom field: `created_from_email=true`
+
+## API Endpoints
+
+### Get Ticket Email Thread
+
+```http
+GET /api/v1/tickets/{ticket_id}/emails
+```
+
+Returns chronological list of all emails linked to ticket.
+
+**Response:**
+```json
+{
+  "ticket_id": 42,
+  "ticket_number": "TKT-20251215-001",
+  "emails": [
+    {
+      "id": 1,
+      "email_message_id": "<abc123@example.com>",
+      "email_from": "customer@example.com",
+      "email_subject": "Help with issue",
+      "email_received_at": "2025-12-15T10:00:00Z",
+      "is_reply": false,
+      "created_at": "2025-12-15T10:01:00Z"
+    },
+    {
+      "id": 2,
+      "email_message_id": "<def456@example.com>",
+      "email_from": "customer@example.com",
+      "email_subject": "Re: TKT-20251215-001",
+      "email_received_at": "2025-12-15T11:00:00Z",
+      "is_reply": true,
+      "created_at": "2025-12-15T11:01:00Z"
+    }
+  ]
+}
+```
+
+### Find Tickets by Email Address
+
+```http
+GET /api/v1/tickets/by-email/{email_address}
+```
+
+Returns all tickets associated with an email address.
+
+**Response:**
+```json
+{
+  "email_address": "customer@example.com",
+  "tickets": [
+    {
+      "id": 42,
+      "ticket_number": "TKT-20251215-001",
+      "subject": "Network issue",
+      "status": "open",
+      "created_at": "2025-12-15T10:00:00Z"
+    }
+  ]
+}
+```
+
+## Configuration
+
+### Settings (`.env`)
+
+```bash
+# Ticket system enabled
+TICKET_ENABLED=true
+
+# Email integration enabled (requires email system)
+TICKET_EMAIL_INTEGRATION=true
+
+# Auto-assign new tickets (requires user_id)
+TICKET_AUTO_ASSIGN=false
+TICKET_DEFAULT_ASSIGNEE_ID=5
+
+# Default priority for new tickets
+TICKET_DEFAULT_PRIORITY=normal
+```
+
+## Testing
+
+### Test Email-to-Ticket Creation
+
+```bash
+curl -X POST http://localhost:8001/api/v1/test/email-to-ticket \
+  -H "Content-Type: application/json" \
+  -d '{
+    "email_data": {
+      "message_id": "<test123@example.com>",
+      "subject": "Test ticket",
+      "from_address": "test@example.com",
+      "body": "This is a test #testing",
+      "received_at": "2025-12-15T10:00:00Z"
+    }
+  }'
+```
+
+### Test Email Reply Linking
+
+```bash
+curl -X POST http://localhost:8001/api/v1/test/email-to-ticket \
+  -H "Content-Type: application/json" \
+  -d '{
+    "email_data": {
+      "message_id": "<reply456@example.com>",
+      "subject": "Re: TKT-20251215-001",
+      "from_address": "test@example.com",
+      "body": "Reply to existing ticket",
+      "received_at": "2025-12-15T11:00:00Z",
+      "in_reply_to": "<TKT-20251215-001@bmcnetworks.dk>"
+    }
+  }'
+```
+
+## Troubleshooting
+
+### Tickets Not Created
+
+**Check:**
+1. Email workflow engine enabled (`EMAIL_WORKFLOWS_ENABLED=true`)
+2. Workflow exists for classification trigger
+3. Confidence threshold met
+4. Workflow action is `create_ticket` (NOT old `create_ticket` stub)
+
+**Debug:**
+```sql
+-- Check workflow executions
+SELECT * FROM email_workflow_executions 
+WHERE status = 'failed' 
+ORDER BY created_at DESC 
+LIMIT 10;
+```
+
+### Email Not Linked to Ticket
+
+**Check:**
+1. Ticket number format correct (`TKT-YYYYMMDD-XXX`)
+2. Ticket exists in database
+3. Email headers contain ticket number (In-Reply-To, References, Subject)
+
+**Debug:**
+```sql
+-- Check email logs
+SELECT * FROM tticket_email_log 
+WHERE ticket_id = 42 
+ORDER BY created_at DESC;
+```
+
+### Duplicate Tickets Created
+
+**Check:**
+1. Email reply headers missing ticket number
+2. Subject line doesn't match pattern (e.g., `Re: Ticket 123` instead of `Re: TKT-20251215-001`)
+
+**Solution:**
+- Ensure outgoing ticket emails include ticket number in subject: `[TKT-20251215-001]`
+- Add ticket number to Message-ID: `<TKT-20251215-001-reply@bmcnetworks.dk>`
+
+## Best Practices
+
+1. **Include Ticket Number in Replies**: Always include `[TKT-YYYYMMDD-XXX]` in subject line
+2. **Use Message-ID with Ticket Number**: Format: `<TKT-YYYYMMDD-XXX@bmcnetworks.dk>`
+3. **Set Customer ID in Workflow**: Improves ticket organization and reporting
+4. **Monitor Workflow Executions**: Check `email_workflow_executions` table regularly
+5. **Review Failed Actions**: Alert on repeated workflow failures
+
+## Security Considerations
+
+1. **No Email Body Storage**: Only stores metadata and body in ticket description
+2. **Sender Validation**: Consider implementing sender verification (SPF/DKIM)
+3. **Spam Prevention**: Email classifier should filter spam before workflow execution
+4. **Customer Isolation**: Ensure `customer_id` properly set to prevent data leakage
+
+## Future Enhancements
+
+- **Attachment Handling**: Link email attachments to ticket attachments
+- **Email Templates**: Auto-reply with ticket number
+- **SLA Integration**: Start SLA timer on ticket creation from email
+- **Multi-Ticket Threading**: Support one email creating multiple tickets
+- **Smart Customer Detection**: Auto-detect customer from sender domain
+
+## Related Documentation
+
+- [Ticket System Architecture](TICKET_SYSTEM_ARCHITECTURE.md)
+- [Email Workflow System](EMAIL_WORKFLOWS.md)
+- [Database Schema](../migrations/025_ticket_module.sql)

main.py

@@ -42,6 +42,8 @@ from app.emails.frontend import views as emails_views
 from app.backups.backend import router as backups_api
 from app.backups.frontend import views as backups_views
 from app.backups.backend.scheduler import backup_scheduler
+from app.ticket.backend import router as ticket_api
+from app.ticket.frontend import views as ticket_views
 
 # Configure logging
 logging.basicConfig(
@@ -131,6 +133,7 @@ app.include_router(devportal_api.router, prefix="/api/v1/devportal", tags=["DEV
 app.include_router(timetracking_api, prefix="/api/v1/timetracking", tags=["Time Tracking"])
 app.include_router(backups_api.router, prefix="/api/v1", tags=["Backup System"])
 app.include_router(emails_api.router, prefix="/api/v1", tags=["Email System"])
+app.include_router(ticket_api.router, prefix="/api/v1", tags=["Ticket System"])
 
 # Frontend Routers
 app.include_router(auth_views.router, tags=["Frontend"])
@@ -144,6 +147,7 @@ app.include_router(devportal_views.router, tags=["Frontend"])
 app.include_router(backups_views.router, tags=["Frontend"])
 app.include_router(timetracking_views.router, tags=["Frontend"])
 app.include_router(emails_views.router, tags=["Frontend"])
+app.include_router(ticket_views.router, prefix="/ticket", tags=["Frontend - Tickets"])
 
 # Serve static files (UI)
 app.mount("/static", StaticFiles(directory="static", html=True), name="static")

migrations/002_auth_system.sql

@@ -106,6 +106,17 @@ INSERT INTO permissions (code, description, category) VALUES
 ('billing.edit', 'Edit billing information', 'billing'),
 ('billing.approve', 'Approve billing items', 'billing'),
 
+-- Tickets
+('tickets.view', 'View tickets', 'tickets'),
+('tickets.create', 'Create tickets', 'tickets'),
+('tickets.edit', 'Edit tickets', 'tickets'),
+('tickets.delete', 'Delete tickets', 'tickets'),
+('tickets.assign', 'Assign tickets to users', 'tickets'),
+('tickets.worklog.create', 'Create worklog entries', 'tickets'),
+('tickets.worklog.approve', 'Approve worklog for billing', 'tickets'),
+('tickets.billing.export', 'Export billable worklog to e-conomic', 'tickets'),
+('tickets.prepaid.manage', 'Manage prepaid cards (klippekort)', 'tickets'),
+
 -- System
 ('system.view', 'View system settings', 'system'),
 ('system.edit', 'Edit system settings', 'system'),
@@ -148,6 +159,8 @@ WHERE g.name = 'Managers' AND p.code IN (
     'customers.view', 'customers.edit', 'customers.create',
     'hardware.view',
     'billing.view', 'billing.edit', 'billing.approve',
+    'tickets.view', 'tickets.create', 'tickets.edit', 'tickets.assign',
+    'tickets.worklog.approve', 'tickets.billing.export', 'tickets.prepaid.manage',
     'reports.view', 'reports.export'
 )
 ON CONFLICT DO NOTHING;
@@ -160,6 +173,7 @@ CROSS JOIN permissions p
 WHERE g.name = 'Technicians' AND p.code IN (
     'customers.view',
     'hardware.view', 'hardware.edit', 'hardware.create', 'hardware.assign',
+    'tickets.view', 'tickets.create', 'tickets.edit', 'tickets.worklog.create',
     'reports.view'
 )
 ON CONFLICT DO NOTHING;
@@ -173,6 +187,7 @@ WHERE g.name = 'Viewers' AND p.code IN (
     'customers.view',
     'hardware.view',
     'billing.view',
+    'tickets.view',
     'reports.view'
 )
 ON CONFLICT DO NOTHING;

migrations/025_ticket_module.sql

@@ -0,0 +1,484 @@
+-- ============================================================================
+-- Migration 025: Ticket System & Klippekort Modul (Isoleret)
+-- ============================================================================
+-- Dette modul er 100% isoleret og kan slettes uden at påvirke eksisterende data.
+-- Alle tabeller har prefix 'tticket_' for at markere tilhørsforhold til modulet.
+-- Ved uninstall køres DROP-scriptet i bunden af denne fil.
+-- ============================================================================
+
+-- Metadata tabel til at tracke modulets tilstand
+CREATE TABLE IF NOT EXISTS tticket_metadata (
+    id SERIAL PRIMARY KEY,
+    module_version VARCHAR(20) NOT NULL DEFAULT '1.0.0',
+    installed_at TIMESTAMP DEFAULT CURRENT_TIMESTAMP,
+    installed_by INTEGER,  -- Reference til users.user_id (read-only, ingen FK)
+    last_sync_at TIMESTAMP,
+    is_active BOOLEAN DEFAULT true,
+    settings JSONB DEFAULT '{}'::jsonb
+);
+
+-- Indsæt initial metadata
+INSERT INTO tticket_metadata (module_version, is_active) 
+VALUES ('1.0.0', true)
+ON CONFLICT DO NOTHING;
+
+-- ============================================================================
+-- TICKETS (hovedtabel)
+-- ============================================================================
+CREATE TABLE IF NOT EXISTS tticket_tickets (
+    id SERIAL PRIMARY KEY,
+    ticket_number VARCHAR(50) UNIQUE NOT NULL,  -- Format: TKT-YYYYMMDD-XXX
+    
+    -- Core felter
+    subject VARCHAR(500) NOT NULL,
+    description TEXT,
+    status VARCHAR(20) DEFAULT 'open' CHECK (status IN ('open', 'in_progress', 'waiting_customer', 'waiting_internal', 'resolved', 'closed')),
+    priority VARCHAR(20) DEFAULT 'normal' CHECK (priority IN ('low', 'normal', 'high', 'urgent')),
+    category VARCHAR(100),  -- support, bug, feature_request, question, etc.
+    
+    -- Relationer (read-only references - INGEN FK til core tables)
+    customer_id INTEGER,  -- Reference til customers.id
+    contact_id INTEGER,   -- Reference til contacts.id
+    assigned_to_user_id INTEGER,  -- Reference til users.user_id
+    created_by_user_id INTEGER,   -- Reference til users.user_id
+    
+    -- Kilde
+    source VARCHAR(50) DEFAULT 'manual' CHECK (source IN ('email', 'portal', 'phone', 'manual', 'api')),
+    
+    -- Metadata
+    tags TEXT[],
+    custom_fields JSONB,
+    
+    -- Timestamps
+    created_at TIMESTAMP DEFAULT CURRENT_TIMESTAMP,
+    updated_at TIMESTAMP,
+    first_response_at TIMESTAMP,  -- For SLA tracking (future)
+    resolved_at TIMESTAMP,
+    closed_at TIMESTAMP
+);
+
+CREATE INDEX idx_tticket_tickets_number ON tticket_tickets(ticket_number);
+CREATE INDEX idx_tticket_tickets_customer ON tticket_tickets(customer_id);
+CREATE INDEX idx_tticket_tickets_assigned ON tticket_tickets(assigned_to_user_id);
+CREATE INDEX idx_tticket_tickets_status ON tticket_tickets(status);
+CREATE INDEX idx_tticket_tickets_priority ON tticket_tickets(priority);
+CREATE INDEX idx_tticket_tickets_created ON tticket_tickets(created_at DESC);
+
+-- ============================================================================
+-- COMMENTS (beskeder på tickets)
+-- ============================================================================
+CREATE TABLE IF NOT EXISTS tticket_comments (
+    id SERIAL PRIMARY KEY,
+    ticket_id INTEGER NOT NULL REFERENCES tticket_tickets(id) ON DELETE CASCADE,
+    user_id INTEGER,  -- Reference til users.user_id (read-only, ingen FK)
+    comment_text TEXT NOT NULL,
+    is_internal BOOLEAN DEFAULT false,  -- Intern note vs. kunde-synlig
+    created_at TIMESTAMP DEFAULT CURRENT_TIMESTAMP,
+    updated_at TIMESTAMP
+);
+
+CREATE INDEX idx_tticket_comments_ticket ON tticket_comments(ticket_id);
+CREATE INDEX idx_tticket_comments_created ON tticket_comments(created_at);
+
+-- ============================================================================
+-- ATTACHMENTS (filer på tickets)
+-- ============================================================================
+CREATE TABLE IF NOT EXISTS tticket_attachments (
+    id SERIAL PRIMARY KEY,
+    ticket_id INTEGER NOT NULL REFERENCES tticket_tickets(id) ON DELETE CASCADE,
+    file_name VARCHAR(255) NOT NULL,
+    file_path VARCHAR(500) NOT NULL,
+    file_size INTEGER,
+    mime_type VARCHAR(100),
+    uploaded_by_user_id INTEGER,  -- Reference til users.user_id (read-only)
+    created_at TIMESTAMP DEFAULT CURRENT_TIMESTAMP
+);
+
+CREATE INDEX idx_tticket_attachments_ticket ON tticket_attachments(ticket_id);
+
+-- ============================================================================
+-- WORKLOG (tidsregistrering på tickets)
+-- ============================================================================
+CREATE TABLE IF NOT EXISTS tticket_worklog (
+    id SERIAL PRIMARY KEY,
+    ticket_id INTEGER NOT NULL REFERENCES tticket_tickets(id) ON DELETE CASCADE,
+    
+    -- Arbejdsdata
+    work_date DATE NOT NULL,
+    hours DECIMAL(5,2) NOT NULL CHECK (hours > 0),
+    work_type VARCHAR(50) DEFAULT 'support' CHECK (work_type IN ('support', 'development', 'troubleshooting', 'on_site', 'meeting', 'other')),
+    description TEXT,
+    
+    -- Fakturering
+    billing_method VARCHAR(20) DEFAULT 'invoice' CHECK (billing_method IN ('prepaid_card', 'invoice', 'internal', 'warranty')),
+    status VARCHAR(20) DEFAULT 'draft' CHECK (status IN ('draft', 'billable', 'billed', 'non_billable')),
+    prepaid_card_id INTEGER,  -- Reference til tticket_prepaid_cards (read-only)
+    
+    -- Metadata
+    user_id INTEGER,  -- Reference til users.user_id (read-only)
+    created_at TIMESTAMP DEFAULT CURRENT_TIMESTAMP,
+    updated_at TIMESTAMP,
+    billed_at TIMESTAMP
+);
+
+CREATE INDEX idx_tticket_worklog_ticket ON tticket_worklog(ticket_id);
+CREATE INDEX idx_tticket_worklog_status ON tticket_worklog(status);
+CREATE INDEX idx_tticket_worklog_date ON tticket_worklog(work_date);
+CREATE INDEX idx_tticket_worklog_card ON tticket_worklog(prepaid_card_id);
+
+-- ============================================================================
+-- PREPAID CARDS (klippekort - kun 1 aktivt per virksomhed)
+-- ============================================================================
+CREATE TABLE IF NOT EXISTS tticket_prepaid_cards (
+    id SERIAL PRIMARY KEY,
+    card_number VARCHAR(50) UNIQUE NOT NULL,  -- Format: CARD-YYYYMMDD-XXX
+    
+    -- Tilknytning (kun 1 aktivt kort per customer)
+    customer_id INTEGER NOT NULL,  -- Reference til customers.id (read-only, ingen FK)
+    
+    -- Saldo
+    purchased_hours DECIMAL(8,2) NOT NULL CHECK (purchased_hours > 0),
+    used_hours DECIMAL(8,2) DEFAULT 0 CHECK (used_hours >= 0),
+    remaining_hours DECIMAL(8,2) GENERATED ALWAYS AS (purchased_hours - used_hours) STORED,
+    
+    -- Priser
+    price_per_hour DECIMAL(10,2) NOT NULL,
+    total_amount DECIMAL(12,2) NOT NULL,
+    
+    -- Lifecycle
+    status VARCHAR(20) DEFAULT 'active' CHECK (status IN ('active', 'depleted', 'expired', 'cancelled')),
+    purchased_at TIMESTAMP DEFAULT CURRENT_TIMESTAMP,
+    expires_at TIMESTAMP,  -- NULL = ingen udløb
+    
+    -- e-conomic integration
+    economic_invoice_number VARCHAR(50),
+    economic_product_number VARCHAR(50),
+    
+    -- Metadata
+    notes TEXT,
+    created_by_user_id INTEGER,  -- Reference til users.user_id (read-only)
+    created_at TIMESTAMP DEFAULT CURRENT_TIMESTAMP,
+    updated_at TIMESTAMP
+);
+
+-- CRITICAL: Kun 1 aktivt kort per customer
+CREATE UNIQUE INDEX idx_tticket_prepaid_unique_active ON tticket_prepaid_cards(customer_id) 
+WHERE status = 'active';
+
+CREATE INDEX idx_tticket_prepaid_customer ON tticket_prepaid_cards(customer_id);
+CREATE INDEX idx_tticket_prepaid_status ON tticket_prepaid_cards(status);
+CREATE INDEX idx_tticket_prepaid_expires ON tticket_prepaid_cards(expires_at);
+
+-- ============================================================================
+-- PREPAID TRANSACTIONS (immutable log af forbrug)
+-- ============================================================================
+CREATE TABLE IF NOT EXISTS tticket_prepaid_transactions (
+    id SERIAL PRIMARY KEY,
+    card_id INTEGER NOT NULL REFERENCES tticket_prepaid_cards(id) ON DELETE CASCADE,
+    worklog_id INTEGER,  -- Reference til tticket_worklog (read-only, NULL for purchases/top-ups)
+    
+    -- Transaction type
+    transaction_type VARCHAR(20) NOT NULL CHECK (transaction_type IN ('purchase', 'top_up', 'usage', 'refund', 'expiration', 'cancellation')),
+    
+    -- Beløb (positiv = tilføj, negativ = træk)
+    hours DECIMAL(8,2) NOT NULL,
+    balance_after DECIMAL(8,2) NOT NULL,
+    
+    -- Beskrivelse
+    description TEXT,
+    
+    -- Metadata (immutable)
+    created_at TIMESTAMP DEFAULT CURRENT_TIMESTAMP,
+    created_by_user_id INTEGER  -- Reference til users.user_id (read-only)
+);
+
+CREATE INDEX idx_tticket_transactions_card ON tticket_prepaid_transactions(card_id);
+CREATE INDEX idx_tticket_transactions_worklog ON tticket_prepaid_transactions(worklog_id);
+CREATE INDEX idx_tticket_transactions_created ON tticket_prepaid_transactions(created_at DESC);
+
+-- ============================================================================
+-- EMAIL INTEGRATION LOG (email → ticket mapping)
+-- ============================================================================
+CREATE TABLE IF NOT EXISTS tticket_email_log (
+    id SERIAL PRIMARY KEY,
+    ticket_id INTEGER REFERENCES tticket_tickets(id) ON DELETE CASCADE,
+    email_id INTEGER,  -- Reference til email_messages.id (read-only, ingen FK)
+    email_message_id VARCHAR(500),  -- Email Message-ID header for threading
+    action VARCHAR(50) NOT NULL,  -- created|comment_added|updated|linked
+    created_at TIMESTAMP DEFAULT CURRENT_TIMESTAMP
+);
+
+CREATE INDEX idx_tticket_email_log_ticket ON tticket_email_log(ticket_id);
+CREATE INDEX idx_tticket_email_log_email ON tticket_email_log(email_id);
+CREATE INDEX idx_tticket_email_log_message_id ON tticket_email_log(email_message_id);
+
+-- ============================================================================
+-- AUDIT LOG (alle ændringer)
+-- ============================================================================
+CREATE TABLE IF NOT EXISTS tticket_audit_log (
+    id SERIAL PRIMARY KEY,
+    ticket_id INTEGER,  -- NULL for system-level events
+    entity_type VARCHAR(50) NOT NULL,  -- ticket, comment, worklog, prepaid_card, etc.
+    entity_id INTEGER,
+    user_id INTEGER,  -- Reference til users.user_id (read-only)
+    action VARCHAR(50) NOT NULL,  -- created, updated, deleted, status_changed, assigned, etc.
+    old_value TEXT,
+    new_value TEXT,
+    details JSONB,
+    created_at TIMESTAMP DEFAULT CURRENT_TIMESTAMP
+);
+
+CREATE INDEX idx_tticket_audit_ticket ON tticket_audit_log(ticket_id);
+CREATE INDEX idx_tticket_audit_entity ON tticket_audit_log(entity_type, entity_id);
+CREATE INDEX idx_tticket_audit_created ON tticket_audit_log(created_at DESC);
+
+-- ============================================================================
+-- FUNCTIONS
+-- ============================================================================
+
+-- Auto-update timestamp function
+CREATE OR REPLACE FUNCTION tticket_update_timestamp()
+RETURNS TRIGGER AS $$
+BEGIN
+    NEW.updated_at = CURRENT_TIMESTAMP;
+    RETURN NEW;
+END;
+$$ LANGUAGE plpgsql;
+
+-- Generate ticket number function
+CREATE OR REPLACE FUNCTION tticket_generate_ticket_number()
+RETURNS VARCHAR AS $$
+DECLARE
+    today_str VARCHAR(8);
+    last_number INTEGER;
+    next_number INTEGER;
+    new_ticket_number VARCHAR(50);
+BEGIN
+    -- Format: TKT-YYYYMMDD-XXX
+    today_str := TO_CHAR(CURRENT_DATE, 'YYYYMMDD');
+    
+    -- Find last ticket number for today
+    SELECT COALESCE(
+        MAX(CAST(SPLIT_PART(ticket_number, '-', 3) AS INTEGER)), 
+        0
+    ) INTO last_number
+    FROM tticket_tickets
+    WHERE ticket_number LIKE 'TKT-' || today_str || '-%';
+    
+    next_number := last_number + 1;
+    new_ticket_number := 'TKT-' || today_str || '-' || LPAD(next_number::TEXT, 3, '0');
+    
+    RETURN new_ticket_number;
+END;
+$$ LANGUAGE plpgsql;
+
+-- Generate prepaid card number function
+CREATE OR REPLACE FUNCTION tticket_generate_card_number()
+RETURNS VARCHAR AS $$
+DECLARE
+    today_str VARCHAR(8);
+    last_number INTEGER;
+    next_number INTEGER;
+    new_card_number VARCHAR(50);
+BEGIN
+    -- Format: CARD-YYYYMMDD-XXX
+    today_str := TO_CHAR(CURRENT_DATE, 'YYYYMMDD');
+    
+    -- Find last card number for today
+    SELECT COALESCE(
+        MAX(CAST(SPLIT_PART(card_number, '-', 3) AS INTEGER)), 
+        0
+    ) INTO last_number
+    FROM tticket_prepaid_cards
+    WHERE card_number LIKE 'CARD-' || today_str || '-%';
+    
+    next_number := last_number + 1;
+    new_card_number := 'CARD-' || today_str || '-' || LPAD(next_number::TEXT, 3, '0');
+    
+    RETURN new_card_number;
+END;
+$$ LANGUAGE plpgsql;
+
+-- ============================================================================
+-- TRIGGERS
+-- ============================================================================
+
+-- Auto-update timestamps
+CREATE TRIGGER tticket_tickets_update
+    BEFORE UPDATE ON tticket_tickets
+    FOR EACH ROW EXECUTE FUNCTION tticket_update_timestamp();
+
+CREATE TRIGGER tticket_comments_update
+    BEFORE UPDATE ON tticket_comments
+    FOR EACH ROW EXECUTE FUNCTION tticket_update_timestamp();
+
+CREATE TRIGGER tticket_worklog_update
+    BEFORE UPDATE ON tticket_worklog
+    FOR EACH ROW EXECUTE FUNCTION tticket_update_timestamp();
+
+CREATE TRIGGER tticket_prepaid_cards_update
+    BEFORE UPDATE ON tticket_prepaid_cards
+    FOR EACH ROW EXECUTE FUNCTION tticket_update_timestamp();
+
+-- Auto-generate ticket number if not provided
+CREATE OR REPLACE FUNCTION tticket_auto_generate_ticket_number()
+RETURNS TRIGGER AS $$
+BEGIN
+    IF NEW.ticket_number IS NULL OR NEW.ticket_number = '' THEN
+        NEW.ticket_number := tticket_generate_ticket_number();
+    END IF;
+    RETURN NEW;
+END;
+$$ LANGUAGE plpgsql;
+
+CREATE TRIGGER tticket_tickets_generate_number
+    BEFORE INSERT ON tticket_tickets
+    FOR EACH ROW EXECUTE FUNCTION tticket_auto_generate_ticket_number();
+
+-- Auto-generate card number if not provided
+CREATE OR REPLACE FUNCTION tticket_auto_generate_card_number()
+RETURNS TRIGGER AS $$
+BEGIN
+    IF NEW.card_number IS NULL OR NEW.card_number = '' THEN
+        NEW.card_number := tticket_generate_card_number();
+    END IF;
+    RETURN NEW;
+END;
+$$ LANGUAGE plpgsql;
+
+CREATE TRIGGER tticket_prepaid_cards_generate_number
+    BEFORE INSERT ON tticket_prepaid_cards
+    FOR EACH ROW EXECUTE FUNCTION tticket_auto_generate_card_number();
+
+-- ============================================================================
+-- VIEWS (common queries)
+-- ============================================================================
+
+-- View: Open tickets with statistics
+CREATE OR REPLACE VIEW tticket_open_tickets AS
+SELECT 
+    t.*,
+    COUNT(DISTINCT c.id) AS comment_count,
+    COUNT(DISTINCT a.id) AS attachment_count,
+    SUM(w.hours) FILTER (WHERE w.status IN ('draft', 'billable')) AS pending_hours,
+    SUM(w.hours) FILTER (WHERE w.status = 'billed') AS billed_hours,
+    MAX(c.created_at) AS last_comment_at,
+    EXTRACT(EPOCH FROM (CURRENT_TIMESTAMP - t.created_at))/3600 AS age_hours
+FROM tticket_tickets t
+LEFT JOIN tticket_comments c ON t.id = c.ticket_id
+LEFT JOIN tticket_attachments a ON t.id = a.ticket_id
+LEFT JOIN tticket_worklog w ON t.id = w.ticket_id
+WHERE t.status IN ('open', 'in_progress', 'waiting_customer', 'waiting_internal')
+GROUP BY t.id;
+
+-- View: Worklog entries ready for billing
+CREATE OR REPLACE VIEW tticket_billable_worklog AS
+SELECT 
+    w.*,
+    t.ticket_number,
+    t.subject AS ticket_subject,
+    t.customer_id,
+    t.status AS ticket_status,
+    CASE 
+        WHEN w.billing_method = 'prepaid_card' THEN pc.remaining_hours >= w.hours
+        ELSE true
+    END AS has_sufficient_balance
+FROM tticket_worklog w
+JOIN tticket_tickets t ON w.ticket_id = t.id
+LEFT JOIN tticket_prepaid_cards pc ON w.prepaid_card_id = pc.id
+WHERE w.status = 'billable';
+
+-- View: Prepaid card balances
+CREATE OR REPLACE VIEW tticket_prepaid_balances AS
+SELECT 
+    pc.*,
+    COUNT(w.id) AS usage_count,
+    SUM(w.hours) AS total_hours_used,
+    COUNT(w.id) FILTER (WHERE w.status = 'billed') AS billed_usage_count
+FROM tticket_prepaid_cards pc
+LEFT JOIN tticket_worklog w ON pc.id = w.prepaid_card_id
+GROUP BY pc.id;
+
+-- View: Ticket statistics by status
+CREATE OR REPLACE VIEW tticket_stats_by_status AS
+SELECT 
+    status,
+    priority,
+    COUNT(*) AS ticket_count,
+    AVG(EXTRACT(EPOCH FROM (COALESCE(resolved_at, CURRENT_TIMESTAMP) - created_at))/3600) AS avg_age_hours
+FROM tticket_tickets
+GROUP BY status, priority;
+
+-- ============================================================================
+-- INITIAL DATA
+-- ============================================================================
+
+-- Log installation in audit log
+INSERT INTO tticket_audit_log (entity_type, action, details)
+VALUES (
+    'system', 
+    'module_installed', 
+    jsonb_build_object(
+        'version', '1.0.0',
+        'timestamp', CURRENT_TIMESTAMP,
+        'tables_created', ARRAY[
+            'tticket_metadata', 'tticket_tickets', 'tticket_comments', 
+            'tticket_attachments', 'tticket_worklog', 'tticket_prepaid_cards',
+            'tticket_prepaid_transactions', 'tticket_email_log', 'tticket_audit_log'
+        ]
+    )
+);
+
+-- ============================================================================
+-- UNINSTALL SCRIPT (bruges ved modul-sletning)
+-- ============================================================================
+-- ADVARSEL: Dette script sletter ALLE data i modulet!
+-- Kør kun hvis modulet skal fjernes fuldstændigt.
+-- 
+-- For at uninstalle, kør følgende kommandoer i rækkefølge:
+--
+-- -- Drop views
+-- DROP VIEW IF EXISTS tticket_stats_by_status CASCADE;
+-- DROP VIEW IF EXISTS tticket_prepaid_balances CASCADE;
+-- DROP VIEW IF EXISTS tticket_billable_worklog CASCADE;
+-- DROP VIEW IF EXISTS tticket_open_tickets CASCADE;
+-- 
+-- -- Drop triggers
+-- DROP TRIGGER IF EXISTS tticket_prepaid_cards_generate_number ON tticket_prepaid_cards;
+-- DROP TRIGGER IF EXISTS tticket_tickets_generate_number ON tticket_tickets;
+-- DROP TRIGGER IF EXISTS tticket_prepaid_cards_update ON tticket_prepaid_cards;
+-- DROP TRIGGER IF EXISTS tticket_worklog_update ON tticket_worklog;
+-- DROP TRIGGER IF EXISTS tticket_comments_update ON tticket_comments;
+-- DROP TRIGGER IF EXISTS tticket_tickets_update ON tticket_tickets;
+-- 
+-- -- Drop functions
+-- DROP FUNCTION IF EXISTS tticket_generate_card_number() CASCADE;
+-- DROP FUNCTION IF EXISTS tticket_generate_ticket_number() CASCADE;
+-- DROP FUNCTION IF EXISTS tticket_auto_generate_card_number() CASCADE;
+-- DROP FUNCTION IF EXISTS tticket_auto_generate_ticket_number() CASCADE;
+-- DROP FUNCTION IF EXISTS tticket_update_timestamp() CASCADE;
+-- 
+-- -- Drop tables (reverse dependency order)
+-- DROP TABLE IF EXISTS tticket_audit_log CASCADE;
+-- DROP TABLE IF EXISTS tticket_email_log CASCADE;
+-- DROP TABLE IF EXISTS tticket_prepaid_transactions CASCADE;
+-- DROP TABLE IF EXISTS tticket_prepaid_cards CASCADE;
+-- DROP TABLE IF EXISTS tticket_worklog CASCADE;
+-- DROP TABLE IF EXISTS tticket_attachments CASCADE;
+-- DROP TABLE IF EXISTS tticket_comments CASCADE;
+-- DROP TABLE IF EXISTS tticket_tickets CASCADE;
+-- DROP TABLE IF EXISTS tticket_metadata CASCADE;
+-- 
+-- -- Log uninstall
+-- -- (Dette vil fejle hvis tticket_audit_log er droppet, men det er OK)
+-- DO $$
+-- BEGIN
+--     IF EXISTS (SELECT 1 FROM information_schema.tables WHERE table_name = 'tticket_audit_log') THEN
+--         INSERT INTO tticket_audit_log (entity_type, action, details)
+--         VALUES ('system', 'module_uninstalled', jsonb_build_object('timestamp', CURRENT_TIMESTAMP));
+--     END IF;
+-- EXCEPTION WHEN OTHERS THEN
+--     NULL;  -- Ignorer fejl
+-- END $$;
+-- 
+-- ============================================================================

migrations/026_ticket_permissions.sql

@@ -0,0 +1,59 @@
+-- Migration 026: Add Ticket System Permissions
+-- Description: Adds ticket-related permissions to auth system
+-- Date: 2025-12-15
+
+-- Add ticket permissions
+INSERT INTO permissions (code, description, category) VALUES
+('tickets.view', 'View tickets', 'tickets'),
+('tickets.create', 'Create tickets', 'tickets'),
+('tickets.edit', 'Edit tickets', 'tickets'),
+('tickets.delete', 'Delete tickets', 'tickets'),
+('tickets.assign', 'Assign tickets to users', 'tickets'),
+('tickets.worklog.create', 'Create worklog entries', 'tickets'),
+('tickets.worklog.approve', 'Approve worklog for billing', 'tickets'),
+('tickets.billing.export', 'Export billable worklog to e-conomic', 'tickets'),
+('tickets.prepaid.manage', 'Manage prepaid cards (klippekort)', 'tickets')
+ON CONFLICT (code) DO NOTHING;
+
+-- Assign ticket permissions to Administrators group (all permissions)
+INSERT INTO group_permissions (group_id, permission_id)
+SELECT g.id, p.id
+FROM groups g
+CROSS JOIN permissions p
+WHERE g.name = 'Administrators' AND p.category = 'tickets'
+ON CONFLICT DO NOTHING;
+
+-- Assign ticket permissions to Managers group
+INSERT INTO group_permissions (group_id, permission_id)
+SELECT g.id, p.id
+FROM groups g
+CROSS JOIN permissions p
+WHERE g.name = 'Managers' AND p.code IN (
+    'tickets.view', 'tickets.create', 'tickets.edit', 'tickets.assign',
+    'tickets.worklog.approve', 'tickets.billing.export', 'tickets.prepaid.manage'
+)
+ON CONFLICT DO NOTHING;
+
+-- Assign ticket permissions to Technicians group
+INSERT INTO group_permissions (group_id, permission_id)
+SELECT g.id, p.id
+FROM groups g
+CROSS JOIN permissions p
+WHERE g.name = 'Technicians' AND p.code IN (
+    'tickets.view', 'tickets.create', 'tickets.edit', 'tickets.worklog.create'
+)
+ON CONFLICT DO NOTHING;
+
+-- Assign ticket view permission to Viewers group
+INSERT INTO group_permissions (group_id, permission_id)
+SELECT g.id, p.id
+FROM groups g
+CROSS JOIN permissions p
+WHERE g.name = 'Viewers' AND p.code = 'tickets.view'
+ON CONFLICT DO NOTHING;
+
+-- Verify migration
+SELECT 'Ticket permissions added successfully' AS status,
+       COUNT(*) AS ticket_permissions_count
+FROM permissions
+WHERE category = 'tickets';

test_ticket_module.py

@@ -0,0 +1,490 @@
+"""
+Test script for Ticket Module
+==============================
+
+Tester database schema, funktioner, constraints og services.
+"""
+
+import asyncio
+import sys
+from datetime import date, datetime
+from decimal import Decimal
+
+# Add parent directory to path
+sys.path.insert(0, '/app')
+
+# Initialize database pool before importing services
+from app.core.database import init_db, execute_query, execute_insert, execute_update
+from app.ticket.backend.ticket_service import TicketService
+from app.ticket.backend.models import (
+    TTicketCreate, 
+    TicketStatus, 
+    TicketPriority,
+    TicketSource,
+    WorkType,
+    BillingMethod
+)
+
+def print_test(name: str, passed: bool, details: str = ""):
+    """Print test result"""
+    emoji = "✅" if passed else "❌"
+    print(f"{emoji} {name}")
+    if details:
+        print(f"   {details}")
+    print()
+
+
+def test_tables_exist():
+    """Test 1: Check all tables are created"""
+    print("=" * 60)
+    print("TEST 1: Database Tables")
+    print("=" * 60)
+    
+    tables = [
+        'tticket_metadata',
+        'tticket_tickets',
+        'tticket_comments',
+        'tticket_attachments',
+        'tticket_worklog',
+        'tticket_prepaid_cards',
+        'tticket_prepaid_transactions',
+        'tticket_email_log',
+        'tticket_audit_log'
+    ]
+    
+    for table in tables:
+        result = execute_query(
+            """
+            SELECT EXISTS (
+                SELECT FROM information_schema.tables 
+                WHERE table_name = %s
+            )
+            """,
+            (table,),
+            fetchone=True
+        )
+        print_test(f"Table '{table}' exists", result['exists'])
+    
+    # Check views
+    views = [
+        'tticket_open_tickets',
+        'tticket_billable_worklog',
+        'tticket_prepaid_balances',
+        'tticket_stats_by_status'
+    ]
+    
+    for view in views:
+        result = execute_query(
+            """
+            SELECT EXISTS (
+                SELECT FROM information_schema.views 
+                WHERE table_name = %s
+            )
+            """,
+            (view,),
+            fetchone=True
+        )
+        print_test(f"View '{view}' exists", result['exists'])
+
+
+def test_ticket_number_generation():
+    """Test 2: Auto-generate ticket number"""
+    print("=" * 60)
+    print("TEST 2: Ticket Number Generation")
+    print("=" * 60)
+    
+    # Insert ticket without ticket_number (should auto-generate)
+    ticket_id = execute_insert(
+        """
+        INSERT INTO tticket_tickets (subject, description, status)
+        VALUES (%s, %s, %s)
+        """,
+        ("Test Ticket", "Testing auto-generation", "open")
+    )
+    
+    ticket = execute_query(
+        "SELECT ticket_number FROM tticket_tickets WHERE id = %s",
+        (ticket_id,),
+        fetchone=True
+    )
+    
+    # Check format: TKT-YYYYMMDD-XXX
+    import re
+    pattern = r'TKT-\d{8}-\d{3}'
+    matches = re.match(pattern, ticket['ticket_number'])
+    
+    print_test(
+        "Ticket number auto-generated",
+        matches is not None,
+        f"Generated: {ticket['ticket_number']}"
+    )
+    
+    # Test generating multiple tickets
+    ticket_id2 = execute_insert(
+        """
+        INSERT INTO tticket_tickets (subject, status)
+        VALUES (%s, %s)
+        """,
+        ("Test Ticket 2", "open")
+    )
+    
+    ticket2 = execute_query(
+        "SELECT ticket_number FROM tticket_tickets WHERE id = %s",
+        (ticket_id2,),
+        fetchone=True
+    )
+    
+    print_test(
+        "Sequential ticket numbers",
+        ticket2['ticket_number'] > ticket['ticket_number'],
+        f"First: {ticket['ticket_number']}, Second: {ticket2['ticket_number']}"
+    )
+
+
+def test_prepaid_card_constraints():
+    """Test 3: Prepaid card constraints (1 active per customer)"""
+    print("=" * 60)
+    print("TEST 3: Prepaid Card Constraints")
+    print("=" * 60)
+    
+    # Create first active card for customer 1
+    card1_id = execute_insert(
+        """
+        INSERT INTO tticket_prepaid_cards 
+        (customer_id, purchased_hours, price_per_hour, total_amount, status)
+        VALUES (%s, %s, %s, %s, %s)
+        """,
+        (1, Decimal('10.0'), Decimal('850.0'), Decimal('8500.0'), 'active')
+    )
+    
+    card1 = execute_query(
+        "SELECT card_number, remaining_hours FROM tticket_prepaid_cards WHERE id = %s",
+        (card1_id,),
+        fetchone=True
+    )
+    
+    print_test(
+        "First prepaid card created",
+        card1 is not None,
+        f"Card: {card1['card_number']}, Balance: {card1['remaining_hours']} hours"
+    )
+    
+    # Try to create second active card for same customer (should fail due to UNIQUE constraint)
+    try:
+        card2_id = execute_insert(
+            """
+            INSERT INTO tticket_prepaid_cards 
+            (customer_id, purchased_hours, price_per_hour, total_amount, status)
+            VALUES (%s, %s, %s, %s, %s)
+            """,
+            (1, Decimal('20.0'), Decimal('850.0'), Decimal('17000.0'), 'active')
+        )
+        print_test(
+            "Cannot create 2nd active card (UNIQUE constraint)",
+            False,
+            "ERROR: Constraint not enforced!"
+        )
+    except Exception as e:
+        print_test(
+            "Cannot create 2nd active card (UNIQUE constraint)",
+            "unique" in str(e).lower() or "duplicate" in str(e).lower(),
+            f"Constraint enforced: {str(e)[:80]}"
+        )
+    
+    # Create inactive card for same customer (should work)
+    card3_id = execute_insert(
+        """
+        INSERT INTO tticket_prepaid_cards 
+        (customer_id, purchased_hours, price_per_hour, total_amount, status)
+        VALUES (%s, %s, %s, %s, %s)
+        """,
+        (1, Decimal('5.0'), Decimal('850.0'), Decimal('4250.0'), 'depleted')
+    )
+    
+    print_test(
+        "Can create inactive card for same customer",
+        card3_id is not None,
+        "Multiple inactive cards allowed"
+    )
+
+
+def test_generated_column():
+    """Test 4: Generated column (remaining_hours)"""
+    print("=" * 60)
+    print("TEST 4: Generated Column (remaining_hours)")
+    print("=" * 60)
+    
+    # Create card
+    card_id = execute_insert(
+        """
+        INSERT INTO tticket_prepaid_cards 
+        (customer_id, purchased_hours, price_per_hour, total_amount, status)
+        VALUES (%s, %s, %s, %s, %s)
+        """,
+        (2, Decimal('20.0'), Decimal('850.0'), Decimal('17000.0'), 'active')
+    )
+    
+    card = execute_query(
+        "SELECT purchased_hours, used_hours, remaining_hours FROM tticket_prepaid_cards WHERE id = %s",
+        (card_id,),
+        fetchone=True
+    )
+    
+    print_test(
+        "Initial remaining_hours calculated",
+        card['remaining_hours'] == Decimal('20.0'),
+        f"Purchased: {card['purchased_hours']}, Used: {card['used_hours']}, Remaining: {card['remaining_hours']}"
+    )
+    
+    # Use some hours
+    execute_update(
+        "UPDATE tticket_prepaid_cards SET used_hours = %s WHERE id = %s",
+        (Decimal('5.5'), card_id)
+    )
+    
+    card = execute_query(
+        "SELECT purchased_hours, used_hours, remaining_hours FROM tticket_prepaid_cards WHERE id = %s",
+        (card_id,),
+        fetchone=True
+    )
+    
+    expected = Decimal('14.5')
+    print_test(
+        "remaining_hours auto-updates",
+        card['remaining_hours'] == expected,
+        f"After using 5.5h: {card['remaining_hours']}h (expected: {expected}h)"
+    )
+
+
+def test_ticket_service():
+    """Test 5: Ticket Service business logic"""
+    print("=" * 60)
+    print("TEST 5: Ticket Service")
+    print("=" * 60)
+    
+    # Test create ticket
+    ticket_data = TTicketCreate(
+        subject="Test Service Ticket",
+        description="Testing TicketService",
+        priority=TicketPriority.HIGH,
+        customer_id=1,
+        source=TicketSource.MANUAL
+    )
+    
+    ticket = TicketService.create_ticket(ticket_data, user_id=1)
+    
+    print_test(
+        "TicketService.create_ticket() works",
+        ticket is not None and 'id' in ticket,
+        f"Created ticket: {ticket['ticket_number']}"
+    )
+    
+    # Test status transition validation
+    is_valid, error = TicketService.validate_status_transition('open', 'in_progress')
+    print_test(
+        "Valid status transition (open → in_progress)",
+        is_valid and error is None,
+        "Transition allowed"
+    )
+    
+    is_valid, error = TicketService.validate_status_transition('closed', 'open')
+    print_test(
+        "Invalid status transition (closed → open)",
+        not is_valid and error is not None,
+        f"Transition blocked: {error}"
+    )
+    
+    # Test update status
+    try:
+        updated = TicketService.update_ticket_status(
+            ticket['id'],
+            'in_progress',
+            user_id=1,
+            note="Starting work"
+        )
+        
+        print_test(
+            "TicketService.update_ticket_status() works",
+            updated['status'] == 'in_progress',
+            f"Status changed: {ticket['status']} → {updated['status']}"
+        )
+    except Exception as e:
+        print_test(
+            "TicketService.update_ticket_status() works",
+            False,
+            f"ERROR: {e}"
+        )
+    
+    # Test add comment
+    try:
+        comment = TicketService.add_comment(
+            ticket['id'],
+            "Test comment from service",
+            user_id=1,
+            is_internal=False
+        )
+        
+        print_test(
+            "TicketService.add_comment() works",
+            comment is not None and 'id' in comment,
+            f"Comment added (ID: {comment['id']})"
+        )
+    except Exception as e:
+        print_test(
+            "TicketService.add_comment() works",
+            False,
+            f"ERROR: {e}"
+        )
+
+
+def test_worklog_creation():
+    """Test 6: Worklog creation"""
+    print("=" * 60)
+    print("TEST 6: Worklog")
+    print("=" * 60)
+    
+    # Get a ticket
+    ticket = execute_query(
+        "SELECT id FROM tticket_tickets LIMIT 1",
+        fetchone=True
+    )
+    
+    if not ticket:
+        print_test("Worklog creation", False, "No tickets found to test worklog")
+        return
+    
+    # Create worklog entry
+    worklog_id = execute_insert(
+        """
+        INSERT INTO tticket_worklog 
+        (ticket_id, work_date, hours, work_type, billing_method, status, user_id)
+        VALUES (%s, %s, %s, %s, %s, %s, %s)
+        """,
+        (ticket['id'], date.today(), Decimal('2.5'), 'support', 'invoice', 'draft', 1)
+    )
+    
+    worklog = execute_query(
+        "SELECT * FROM tticket_worklog WHERE id = %s",
+        (worklog_id,),
+        fetchone=True
+    )
+    
+    print_test(
+        "Worklog entry created",
+        worklog is not None,
+        f"ID: {worklog_id}, Hours: {worklog['hours']}, Status: {worklog['status']}"
+    )
+    
+    # Check view
+    billable_count = execute_query(
+        "SELECT COUNT(*) as count FROM tticket_billable_worklog WHERE status = 'billable'",
+        fetchone=True
+    )
+    
+    print_test(
+        "Billable worklog view accessible",
+        billable_count is not None,
+        f"Found {billable_count['count']} billable entries"
+    )
+
+
+def test_audit_logging():
+    """Test 7: Audit logging"""
+    print("=" * 60)
+    print("TEST 7: Audit Logging")
+    print("=" * 60)
+    
+    # Check if audit entries were created
+    audit_count = execute_query(
+        "SELECT COUNT(*) as count FROM tticket_audit_log",
+        fetchone=True
+    )
+    
+    print_test(
+        "Audit log has entries",
+        audit_count['count'] > 0,
+        f"Found {audit_count['count']} audit entries"
+    )
+    
+    # Check recent audit entries
+    recent = execute_query(
+        """
+        SELECT action, entity_type, created_at 
+        FROM tticket_audit_log 
+        ORDER BY created_at DESC 
+        LIMIT 5
+        """
+    )
+    
+    if recent:
+        print("Recent audit entries:")
+        for entry in recent:
+            print(f"  - {entry['action']} on {entry['entity_type']} at {entry['created_at']}")
+        print()
+
+
+def test_views():
+    """Test 8: Database views"""
+    print("=" * 60)
+    print("TEST 8: Database Views")
+    print("=" * 60)
+    
+    # Test tticket_open_tickets view
+    open_tickets = execute_query(
+        "SELECT ticket_number, comment_count, age_hours FROM tticket_open_tickets LIMIT 5"
+    )
+    
+    print_test(
+        "tticket_open_tickets view works",
+        open_tickets is not None,
+        f"Found {len(open_tickets)} open tickets"
+    )
+    
+    # Test tticket_stats_by_status view
+    stats = execute_query(
+        "SELECT status, ticket_count FROM tticket_stats_by_status"
+    )
+    
+    if stats:
+        print("Ticket statistics by status:")
+        for stat in stats:
+            print(f"  - {stat['status']}: {stat['ticket_count']} tickets")
+        print()
+
+
+def main():
+    """Run all tests"""
+    print("\n")
+    print("🎫 TICKET MODULE TEST SUITE")
+    print("=" * 60)
+    print()
+    
+    # Initialize database pool
+    print("🔌 Initializing database connection...")
+    init_db()
+    print("✅ Database connected\n")
+    
+    try:
+        test_tables_exist()
+        test_ticket_number_generation()
+        test_prepaid_card_constraints()
+        test_generated_column()
+        test_ticket_service()
+        test_worklog_creation()
+        test_audit_logging()
+        test_views()
+        
+        print("=" * 60)
+        print("✅ ALL TESTS COMPLETED")
+        print("=" * 60)
+        print()
+        
+    except Exception as e:
+        print(f"\n❌ TEST SUITE FAILED: {e}\n")
+        import traceback
+        traceback.print_exc()
+        sys.exit(1)
+
+
+if __name__ == "__main__":
+    main()