@startuml uml-sequence-ticket-escalacion-l1-l2-l3
!include _style.iuml

title 5. Ticket de soporte: escalación L1 -> L2 -> L3

' Fuente: apps/web/src/lib/dashboard/actions/tickets-escalate.ts:1-133
' Fuente: migrations/006_support_itsm.sql:178-273 (escalation_log_ticket, ticket_sla_state)
' Fuente: migrations/006_support_itsm.sql:551-614 (triggers auto_assign + bootstrap_sla)
' Fuente: migrations/006_support_itsm.sql:728-761 (RLS policies)

autoactivate on

actor "Cliente" as Cli
actor "Agente L1" as AL1
actor "Agente L2" as AL2
actor "Dev L3" as AL3

box "Web Admin / API mobile" #F0F0F0
  participant "Server action\nescalarTicket()" as Act
end box

box "Persistencia Postgres" #EAEAEA
  database "tickets_soporte" as DBTk
  entity "trg auto_assign_grupo" as TrgA
  entity "trg bootstrap_sla" as TrgS
  database "ticket_sla_state\n(FRT, TTR)" as DBSla
  database "escalation_log_ticket" as DBEsc
end box

== Apertura del ticket (L1) ==

Cli ->> DBTk ++ : INSERT tickets_soporte\n(tier_actual='l1' default)
DBTk -> TrgA ++ : BEFORE INSERT
TrgA -> TrgA : grupo_asignado := \nCASE categoria ...
note right of TrgA
  migrations/006:551-569
  cobro_incorrecto -> finanzas_l2
  no_show -> operaciones_l1
  default -> soporte_l1
end note
TrgA --> DBTk -- : NEW.grupo_asignado
DBTk -> TrgS ++ : AFTER INSERT
TrgS -> DBSla ++ : INSERT ticket_sla_state\n(frt_due_at, ttr_due_at)
note right of TrgS
  migrations/006:572-614
  Phase 2: calendar-aware.
  Hoy: wall-clock por policy.
end note
DBSla --> TrgS --
TrgS --> DBTk -- : ok
DBTk --> Cli -- : ticket_id (estatus='nuevo', tier='l1')

== Toma por L1 ==

AL1 -> DBTk ++ : UPDATE asignado_a = AL1
DBTk --> AL1 --
AL1 -> DBSla ++ : UPDATE primer_respuesta_at = NOW()
DBSla --> AL1 --

alt FRT cumplido y resoluble en L1
  AL1 -> DBTk : UPDATE estatus='resuelto'
  note over AL1 #FEF3C7
    Caso ideal, sin escalación.
  end note
else fuera de alcance L1
  == Escalación L1 -> L2 ==
  AL1 -> Act ++ : escalarTicket({toTier:'l2',\n motivo:'fuera_alcance', hipotesis})
  Act -> Act : tienePermiso('soporte.tickets.escalar_l2')
  Act -> DBTk ++ : SELECT FOR UPDATE tier_actual
  DBTk --> Act -- : tier='l1'
  Act -> DBEsc ++ : INSERT escalation_log_ticket\n(from='l1', to='l2', motivo, hipotesis)
  DBEsc --> Act --
  Act -> DBTk ++ : UPDATE tier_actual='l2'\ngrupo='soporte_l2'\nestatus='escalado'
  DBTk --> Act --
  Act --> AL1 -- : ok

  AL2 -> DBTk ++ : Toma ticket
  DBTk --> AL2 --
  alt L2 resuelve
    AL2 -> DBTk : UPDATE estatus='resuelto'
    AL2 -> DBSla : UPDATE resuelto_at=NOW()
  else requiere dev
    == Escalación L2 -> L3 ==
    AL2 -> Act ++ : escalarTicket({toTier:'l3',\n motivo:'requiere_dev'})
    Act -> DBEsc ++ : INSERT escalation_log_ticket\n(from='l2', to='l3')
    DBEsc --> Act --
    Act -> DBTk ++ : UPDATE tier_actual='l3'\ngrupo='dev_l3'
    DBTk --> Act --
    Act --> AL2 -- : ok
    AL3 -> DBTk ++ : Investiga + fix
    AL3 -> DBTk : UPDATE estatus='resuelto'\nresolucion_codigo='resuelto_directo'
    DBTk --> AL3 --
  end
end

footer Fuente: apps/web/src/lib/dashboard/actions/tickets-escalate.ts | migrations/006_support_itsm.sql L178-L614
@enduml