@startuml uml-use-case-admin-soporte

!include _style.iuml

left to right direction
title 2.3 Diagrama de casos de uso - Administracion y Soporte ITSM

' =====================================================================
' Casos de uso ejecutados desde el dashboard web por:
'   SuperAdmin, Admin (operaciones), AgenteSoporte (L1/L2/L3),
'   Compliance, LectorBasico.
' Total: 22 casos de uso (>= 18 requeridos).
' Generalizacion: SuperAdmin <|-- Admin <|-- AgenteSoporte
' =====================================================================

actor "SuperAdmin"    as SA
actor "Admin"         as Adm
actor "AgenteSoporte" as Sop
actor "Compliance"    as Com
actor "LectorBasico"  as Lec

' Generalizacion (heredan capacidades hacia abajo)
SA  <|-- Adm
Adm <|-- Sop

rectangle "Dashboard administrativo (Next.js)" {

    package "Identidad y RBAC" as PG_ID {
        usecase "Gestionar usuarios"          as U_USR
        usecase "Gestionar roles"             as U_ROL
        usecase "Gestionar permisos"          as U_PER
        usecase "Acceder break-glass"         as U_BG
        usecase "Rotar PIN soporte"           as U_PIN
        usecase "Configurar sistema"          as U_CFG
    }

    package "Operaciones" as PG_OP {
        usecase "Revisar documentos"          as U_REV
        usecase "Aprobar prestador"           as U_APR
        usecase "Gestionar servicios"         as U_GES
        usecase "Ver reportes"                as U_REP
    }

    package "Soporte ITSM" as PG_SO {
        usecase "Abrir caso de soporte"       as U_CAS
        usecase "Acceder cliente con PIN"     as U_APIN
        usecase "Responder ticket"            as U_RES
        usecase "Escalar ticket"              as U_ESC
        usecase "Vincular Major Incident"     as U_MIM
        usecase "Crear articulo KB"           as U_KB
        usecase "Resolver ticket"             as U_RST
    }

    package "Compliance y auditoria" as PG_CO {
        usecase "Ver logs de auditoria"       as U_LOG
        usecase "Exportar logs"               as U_EXP
        usecase "Revisar accesos break-glass" as U_RBG
    }

    ' Casos auxiliares (objetivo de <<include>>)
    usecase "Registrar caso de soporte"   as A_RCS
    usecase "Registrar hipotesis"         as A_HIP
}

' ----- Asociaciones -----
SA --> U_USR
SA --> U_ROL
SA --> U_PER
SA --> U_BG
SA --> U_PIN
SA --> U_CFG

Adm --> U_REV
Adm --> U_APR
Adm --> U_GES
Adm --> U_REP

Sop --> U_CAS
Sop --> U_APIN
Sop --> U_RES
Sop --> U_ESC
Sop --> U_MIM
Sop --> U_KB
Sop --> U_RST

Com --> U_LOG
Com --> U_EXP
Com --> U_RBG

Lec --> U_LOG
Lec --> U_REP

' ----- Relaciones de inclusion -----
U_APIN ..> A_RCS : <<include>>
U_ESC  ..> A_HIP : <<include>>
U_MIM  ..> U_ESC : <<include>>
U_RST  ..> U_KB  : <<extend>>
U_BG   ..> A_RCS : <<include>>

note right of U_APIN
  apps/web/src/app/dashboard/soporte/caso/
  apps/web/src/app/api/v1/mobile/support-pins/route.ts
  Acceso solo con PIN compartido por el cliente
end note

note bottom of U_BG
  apps/web/src/app/dashboard/auditoria/page.tsx
  Break-glass deja huella obligatoria (motivo + caso)
end note

note left of U_ESC
  apps/web/src/app/dashboard/soporte/ticket/
  Escalamiento L1 -> L2 -> L3 con hipotesis registrada
end note

footer Fuente: apps/web/src/app/dashboard/{soporte, auditoria, prestadores, equipo}, apps/web/src/app/api/{tickets, providers, invitations}

@enduml