bmc_hub/app/modules/sag

Sag Module - Case Management

Oversigt

Sag-modulet implementerer en universel sag-håndtering system hvor tickets, opgaver og ordrer er blot sager med forskellige tags og relationer.

Kerneidé: Der er kun én ting: en Sag. Alt andet er metadata, tags og relationer.

Database Schema

sag_sager (Hovedtabel)

• id - Primary key
• titel - Case title
• beskrivelse - Detailed description
• type - Case type (ticket, opgave, ordre, etc.)
• status - Status (åben, i_gang, afsluttet, on_hold)
• customer_id - Foreign key to customers table
• ansvarlig_bruger_id - Assigned user
• deadline - Due date
• created_at - Creation timestamp
• updated_at - Last update (auto-updated via trigger)
• deleted_at - Soft-delete timestamp (NULL = active)

sag_relationer (Relations)

• id - Primary key
• kilde_sag_id - Source case
• målsag_id - Target case
• relationstype - Relation type (forælder, barn, afledt_af, blokkerer, udfører_for)
• created_at - Creation timestamp
• deleted_at - Soft-delete timestamp

sag_tags (Tags)

• id - Primary key
• sag_id - Case reference
• tag_navn - Tag name (support, urgent, vip, ompakning, etc.)
• created_at - Creation timestamp
• deleted_at - Soft-delete timestamp

API Endpoints

Cases CRUD

List cases

GET /api/v1/sag?status=åben&tag=support&customer_id=1

Create case

POST /api/v1/sag
Content-Type: application/json

{
  "titel": "Skærm mangler",
  "beskrivelse": "Kunde har brug for ny skærm",
  "type": "ticket",
  "customer_id": 1,
  "status": "åben"
}

Get case

GET /api/v1/sag/1

Update case

PATCH /api/v1/sag/1
Content-Type: application/json

{
  "status": "i_gang",
  "ansvarlig_bruger_id": 5
}

Delete case (soft)

DELETE /api/v1/sag/1

Relations

Get relations

GET /api/v1/sag/1/relationer

Add relation

POST /api/v1/sag/1/relationer
Content-Type: application/json

{
  "målsag_id": 2,
  "relationstype": "afledt_af"
}

Delete relation

DELETE /api/v1/sag/1/relationer/5

Tags

Get tags

GET /api/v1/sag/1/tags

Add tag

POST /api/v1/sag/1/tags
Content-Type: application/json

{
  "tag_navn": "urgent"
}

Delete tag

DELETE /api/v1/sag/1/tags/3

Frontend Routes

• GET /sag - List all cases with filters
• GET /sag/{id} - View case details
• GET /sag/new - Create new case (future)
• GET /sag/{id}/edit - Edit case (future)

Features

✅ Soft-delete with data preservation ✅ Nordic Top design with dark mode support ✅ Responsive mobile-friendly UI ✅ Case relations (parent/child) ✅ Dynamic tagging system ✅ Full-text search ✅ Status filtering ✅ Customer tracking

Example Workflows

Support Ticket

1. Customer calls → Create Sag with type="ticket", tag="support"
2. Urgency high → Add tag="urgent"
3. Create order for new hardware → Create related Sag with type="ordre", relation="afledt_af"
4. Pack and ship → Create related Sag with type="opgave", tag="ompakning"

Future Integrations

• Activity logging (who changed what when)
• e-conomic integration (auto-create orders)
• SLA tracking (response/resolution times)
• Workflow automation (auto-tags based on conditions)
• Dependency management (can't start case B until case A done)

Soft-Delete Safety

All DELETE operations use soft-delete:

• Data is preserved in database
• deleted_at is set to current timestamp
• All queries filter WHERE deleted_at IS NULL
• Data can be recovered if module is disabled
• Audit trail is maintained

Development Notes

• All queries use execute_query() from app.core.database
• Parameterized queries with %s placeholders (SQL injection prevention)
• RealDictCursor for dict-like row access
• Triggers maintain updated_at automatically
• Relations are first-class citizens (not just links)