npm - @atlashub/smartstack - Versions diffs - 3.11.0 → 3.14.0 - Mend

@atlashub/smartstack 3.11.0 → 3.14.0

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- {"version":3,"file":"SupportMyTicketsDocPage-DeRUdAIi.js","sources":["../src/pages/system/docs/user/SupportMyTicketsDocPage.tsx"],"sourcesContent":["import { Link } from 'react-router-dom';\r\nimport { useTranslation } from 'react-i18next';\r\nimport {\r\n UserCheck,\r\n ArrowRight,\r\n Shield,\r\n Search,\r\n Filter,\r\n Eye,\r\n Clock,\r\n AlertTriangle,\r\n Info,\r\n HelpCircle,\r\n MessageSquare,\r\n Gauge,\r\n} from 'lucide-react';\r\n\r\nconst mockAgentTickets = [\r\n { number: 'TKT-2024-001', title: 'Probleme de connexion', requester: 'Jean Dupont', priority: 'High', status: 'InProgress', sla: 'warning', slaText: '45min left', date: '09/01/2026 14:30' },\r\n { number: 'TKT-2024-004', title: 'Erreur critique serveur', requester: 'Marie Martin', priority: 'Critical', status: 'Open', sla: 'breached', slaText: 'SLA Breached', date: '09/01/2026 10:15' },\r\n { number: 'TKT-2024-005', title: 'Mise a jour mot de passe', requester: 'Pierre Durand', priority: 'Medium', status: 'InProgress', sla: 'ok', slaText: '4h left', date: '08/01/2026 16:00' },\r\n { number: 'TKT-2024-008', title: 'Question facturation', requester: 'Sophie Bernard', priority: 'Low', status: 'OnHold', sla: null, slaText: null, date: '07/01/2026 09:45' },\r\n];\r\n\r\nconst statusConfig = {\r\n Open: { label: 'Ouvert', color: 'bg-yellow-500/10 text-yellow-600 border-yellow-500/20' },\r\n InProgress: { label: 'En cours', color: 'bg-blue-500/10 text-blue-600 border-blue-500/20' },\r\n OnHold: { label: 'En attente', color: 'bg-orange-500/10 text-orange-600 border-orange-500/20' },\r\n Resolved: { label: 'Resolu', color: 'bg-green-500/10 text-green-600 border-green-500/20' },\r\n};\r\n\r\nconst priorityConfig = {\r\n Low: { label: 'Basse', color: 'bg-blue-100 text-blue-800' },\r\n Medium: { label: 'Moyenne', color: 'bg-yellow-100 text-yellow-800' },\r\n High: { label: 'Haute', color: 'bg-orange-100 text-orange-800' },\r\n Critical: { label: 'Critique', color: 'bg-red-600 text-white' },\r\n};\r\n\r\nconst slaStates = [\r\n { state: 'OK', description: 'Temps restant > 8h', color: 'bg-green-500/10 text-green-600', icon: Clock },\r\n { state: 'Warning', description: 'Temps restant < 8h', color: 'bg-yellow-500/10 text-yellow-600', icon: Clock },\r\n { state: 'Critical', description: 'Temps restant < 2h', color: 'bg-orange-500/10 text-orange-600', icon: Clock },\r\n { state: 'Breached', description: 'SLA depasse', color: 'bg-red-500/10 text-red-600', icon: AlertTriangle },\r\n];\r\n\r\nconst faqItems = [\r\n {\r\n question: 'Pourquoi certains tickets n\\'ont pas d\\'indicateur SLA ?',\r\n answer: 'Les tickets en statut \"On Hold\" (en attente) ont leur SLA en pause. Le compteur reprend lorsque le ticket repasse en statut actif. Les tickets sans priorite definie n\\'ont pas de SLA configure.',\r\n },\r\n {\r\n question: 'Comment fonctionne le tri des tickets ?',\r\n answer: 'Par defaut, les tickets sont tries par priorite (Critique > Haute > Moyenne > Basse) puis par temps SLA restant. Les tickets en danger sont affiches en premier.',\r\n },\r\n {\r\n question: 'Que signifie le badge \"SLA Breached\" ?',\r\n answer: 'Ce badge indique que le temps de resolution garanti pour ce ticket a ete depasse. Une escalade automatique peut avoir ete declenchee selon la configuration.',\r\n },\r\n {\r\n question: 'Comment filtrer mes tickets urgents ?',\r\n answer: 'Utilisez le filtre de priorite pour afficher uniquement les tickets Critical et High. Combinez avec le filtre de statut \"Open\" pour voir les tickets urgents non commences.',\r\n },\r\n];\r\n\r\nconst apiEndpoints = [\r\n { method: 'GET', url: '/api/support/tickets/my', description: 'Liste paginee des tickets de l\\'agent connecte' },\r\n { method: 'GET', url: '/api/support/tickets/{id}', description: 'Detail d\\'un ticket assigne' },\r\n { method: 'PUT', url: '/api/support/tickets/{id}/status', description: 'Changer le statut d\\'un ticket' },\r\n { method: 'POST', url: '/api/support/tickets/{id}/comments', description: 'Ajouter un commentaire' },\r\n];\r\n\r\nexport function SupportMyTicketsDocPage() {\r\n const { t } = useTranslation('docs');\r\n\r\n return (\r\n <div className=\"space-y-8\">\r\n {/* Breadcrumb */}\r\n <div className=\"flex items-center gap-2 text-sm text-[var(--text-secondary)]\">\r\n <Link to=\"/system/docs\" className=\"hover:text-[var(--color-primary-600)]\">{t('breadcrumb.documentation')}</Link>\r\n <span>/</span>\r\n <Link to=\"/system/docs/user\" className=\"hover:text-[var(--color-primary-600)]\">{t('breadcrumb.user')}</Link>\r\n <span>/</span>\r\n <Link to=\"/system/docs/user/support\" className=\"hover:text-[var(--color-primary-600)]\">{t('breadcrumb.support')}</Link>\r\n <span>/</span>\r\n <span>{t('support.myTickets.title')}</span>\r\n </div>\r\n\r\n {/* Header */}\r\n <div>\r\n <h1 className=\"text-3xl font-bold mb-4 flex items-center gap-3\">\r\n <UserCheck className=\"w-8 h-8 text-[var(--color-primary-600)]\" />\r\n Mes Tickets (Agent)\r\n </h1>\r\n <p className=\"text-lg text-[var(--text-secondary)]\">\r\n File d'attente personnelle de l'agent avec suivi SLA integre et indicateurs de priorite.\r\n </p>\r\n <div className=\"mt-4 flex items-center gap-2\">\r\n <span className=\"px-3 py-1 text-xs rounded-full bg-green-500/10 text-green-600 border border-green-500/20\">\r\n Agent\r\n </span>\r\n <span className=\"px-3 py-1 text-xs rounded-full bg-orange-500/10 text-orange-600 border border-orange-500/20\">\r\n SLA\r\n </span>\r\n </div>\r\n </div>\r\n\r\n {/* Table des matieres */}\r\n <div className=\"card p-4 bg-[var(--bg-secondary)]\">\r\n <h2 className=\"font-semibold mb-3\">Table des matieres</h2>\r\n <nav className=\"grid grid-cols-2 md:grid-cols-3 gap-2 text-sm\">\r\n <a href=\"#introduction\" className=\"text-[var(--color-primary-600)] hover:underline\">1. Introduction</a>\r\n <a href=\"#access\" className=\"text-[var(--color-primary-600)] hover:underline\">2. Acces</a>\r\n <a href=\"#overview\" className=\"text-[var(--color-primary-600)] hover:underline\">3. Vue d'ensemble</a>\r\n <a href=\"#sla\" className=\"text-[var(--color-primary-600)] hover:underline\">4. Indicateurs SLA</a>\r\n <a href=\"#filters\" className=\"text-[var(--color-primary-600)] hover:underline\">5. Filtres</a>\r\n <a href=\"#faq\" className=\"text-[var(--color-primary-600)] hover:underline\">6. FAQ</a>\r\n <a href=\"#api\" className=\"text-[var(--color-primary-600)] hover:underline\">7. Reference API</a>\r\n </nav>\r\n </div>\r\n\r\n {/* 1. Introduction */}\r\n <section id=\"introduction\" className=\"card p-6\">\r\n <h2 className=\"text-xl font-semibold mb-4 flex items-center gap-2\">\r\n <span className=\"w-8 h-8 rounded-full bg-[var(--color-primary-600)] text-white flex items-center justify-center text-sm font-bold\">1</span>\r\n Introduction\r\n </h2>\r\n <p className=\"text-[var(--text-secondary)] mb-4\">\r\n La page \"Mes Tickets\" est concue specifiquement pour les agents de support. Elle affiche uniquement\r\n les tickets assignes a l'agent connecte, avec des indicateurs SLA en temps reel pour prioriser\r\n efficacement le travail.\r\n </p>\r\n <div className=\"grid grid-cols-1 md:grid-cols-2 gap-4\">\r\n <div className=\"flex items-start gap-3\">\r\n <div className=\"w-8 h-8 rounded-full bg-green-500/10 flex items-center justify-center flex-shrink-0\">\r\n <UserCheck className=\"w-4 h-4 text-green-500\" />\r\n </div>\r\n <div>\r\n <div className=\"font-medium\">File personnelle</div>\r\n <div className=\"text-sm text-[var(--text-secondary)]\">Uniquement vos tickets assignes</div>\r\n </div>\r\n </div>\r\n <div className=\"flex items-start gap-3\">\r\n <div className=\"w-8 h-8 rounded-full bg-orange-500/10 flex items-center justify-center flex-shrink-0\">\r\n <Clock className=\"w-4 h-4 text-orange-500\" />\r\n </div>\r\n <div>\r\n <div className=\"font-medium\">Suivi SLA temps reel</div>\r\n <div className=\"text-sm text-[var(--text-secondary)]\">Badges colores selon l'urgence</div>\r\n </div>\r\n </div>\r\n <div className=\"flex items-start gap-3\">\r\n <div className=\"w-8 h-8 rounded-full bg-blue-500/10 flex items-center justify-center flex-shrink-0\">\r\n <Filter className=\"w-4 h-4 text-blue-500\" />\r\n </div>\r\n <div>\r\n <div className=\"font-medium\">Filtres simplifies</div>\r\n <div className=\"text-sm text-[var(--text-secondary)]\">Par statut et priorite</div>\r\n </div>\r\n </div>\r\n <div className=\"flex items-start gap-3\">\r\n <div className=\"w-8 h-8 rounded-full bg-purple-500/10 flex items-center justify-center flex-shrink-0\">\r\n <Gauge className=\"w-4 h-4 text-purple-500\" />\r\n </div>\r\n <div>\r\n <div className=\"font-medium\">Prioritisation automatique</div>\r\n <div className=\"text-sm text-[var(--text-secondary)]\">Tri par urgence et SLA</div>\r\n </div>\r\n </div>\r\n </div>\r\n </section>\r\n\r\n {/* 2. Acces */}\r\n <section id=\"access\" className=\"card p-6\">\r\n <h2 className=\"text-xl font-semibold mb-4 flex items-center gap-2\">\r\n <span className=\"w-8 h-8 rounded-full bg-[var(--color-primary-600)] text-white flex items-center justify-center text-sm font-bold\">2</span>\r\n Acces au module\r\n </h2>\r\n\r\n <div className=\"mb-4\">\r\n <div className=\"text-sm font-medium mb-2\">Navigation</div>\r\n <div className=\"flex items-center gap-2 text-sm bg-[var(--bg-secondary)] p-3 rounded-lg\">\r\n <span className=\"px-2 py-1 bg-[var(--bg-primary)] rounded\">Support</span>\r\n <ArrowRight className=\"w-4 h-4 text-[var(--text-tertiary)]\" />\r\n <span className=\"px-2 py-1 bg-[var(--color-primary-600)] text-white rounded\">My Tickets</span>\r\n </div>\r\n </div>\r\n\r\n <div className=\"mb-4\">\r\n <div className=\"text-sm font-medium mb-2\">URL directe</div>\r\n <code className=\"block p-3 bg-[var(--bg-secondary)] rounded-lg text-sm font-mono\">\r\n /support/my-tickets\r\n </code>\r\n </div>\r\n\r\n <div>\r\n <div className=\"flex items-center gap-2 mb-2\">\r\n <Shield className=\"w-4 h-4 text-[var(--color-primary-600)]\" />\r\n <span className=\"text-sm font-medium\">Permissions requises</span>\r\n </div>\r\n <table className=\"w-full text-sm\">\r\n <thead>\r\n <tr className=\"bg-[var(--bg-secondary)]\">\r\n <th className=\"text-left py-2 px-3 rounded-tl-lg\">Action</th>\r\n <th className=\"text-left py-2 px-3 rounded-tr-lg\">Permission</th>\r\n </tr>\r\n </thead>\r\n <tbody>\r\n <tr className=\"border-b border-[var(--border-color)]\">\r\n <td className=\"py-2 px-3\">Voir ses tickets</td>\r\n <td className=\"py-2 px-3\"><code className=\"text-xs bg-[var(--bg-secondary)] px-2 py-0.5 rounded\">support.tickets.read</code></td>\r\n </tr>\r\n <tr>\r\n <td className=\"py-2 px-3\">Modifier ses tickets</td>\r\n <td className=\"py-2 px-3\"><code className=\"text-xs bg-[var(--bg-secondary)] px-2 py-0.5 rounded\">support.tickets.update</code></td>\r\n </tr>\r\n </tbody>\r\n </table>\r\n </div>\r\n </section>\r\n\r\n {/* 3. Vue d'ensemble - Maquette */}\r\n <section id=\"overview\" className=\"card p-6\">\r\n <h2 className=\"text-xl font-semibold mb-4 flex items-center gap-2\">\r\n <span className=\"w-8 h-8 rounded-full bg-[var(--color-primary-600)] text-white flex items-center justify-center text-sm font-bold\">3</span>\r\n Vue d'ensemble\r\n </h2>\r\n <p className=\"text-[var(--text-secondary)] mb-4\">\r\n L'interface est optimisee pour le travail quotidien de l'agent avec un focus sur les indicateurs SLA.\r\n </p>\r\n\r\n {/* Maquette */}\r\n <div className=\"border border-[var(--border-color)] rounded-lg overflow-hidden\">\r\n {/* Header */}\r\n <div className=\"p-4 border-b border-[var(--border-color)]\">\r\n <div className=\"flex items-center gap-2\">\r\n <UserCheck className=\"w-5 h-5\" />\r\n <span className=\"font-bold\">My Tickets</span>\r\n </div>\r\n <div className=\"text-sm text-[var(--text-secondary)]\">Tickets assigned to you (4 total)</div>\r\n </div>\r\n\r\n {/* Search & Filters */}\r\n <div className=\"p-4 border-b border-[var(--border-color)] bg-[var(--bg-secondary)]\">\r\n <div className=\"flex items-center gap-4\">\r\n <div className=\"flex-1 relative\">\r\n <Search className=\"absolute left-3 top-1/2 -translate-y-1/2 w-4 h-4 text-[var(--text-secondary)]\" />\r\n <input\r\n type=\"text\"\r\n placeholder=\"Search tickets...\"\r\n className=\"w-full pl-10 pr-4 py-2 border border-[var(--border-color)] rounded-lg bg-[var(--bg-primary)]\"\r\n readOnly\r\n />\r\n </div>\r\n <button className=\"px-4 py-2 border border-[var(--border-color)] rounded-lg flex items-center gap-2 text-sm bg-[var(--bg-primary)]\">\r\n <Filter className=\"w-4 h-4\" />\r\n Filters\r\n </button>\r\n </div>\r\n </div>\r\n\r\n {/* Table */}\r\n <div className=\"overflow-x-auto\">\r\n <table className=\"w-full text-sm\">\r\n <thead className=\"bg-[var(--bg-secondary)]\">\r\n <tr>\r\n <th className=\"text-left p-3 font-medium\">Ticket</th>\r\n <th className=\"text-left p-3 font-medium\">Title</th>\r\n <th className=\"text-left p-3 font-medium\">Requester</th>\r\n <th className=\"text-left p-3 font-medium\">Priority</th>\r\n <th className=\"text-left p-3 font-medium\">Status</th>\r\n <th className=\"text-left p-3 font-medium\">SLA</th>\r\n <th className=\"text-left p-3 font-medium\">Created</th>\r\n <th className=\"text-right p-3 font-medium\">Actions</th>\r\n </tr>\r\n </thead>\r\n <tbody>\r\n {mockAgentTickets.map((ticket) => (\r\n <tr key={ticket.number} className=\"border-b border-[var(--border-color)] hover:bg-[var(--bg-hover)]\">\r\n <td className=\"p-3\">\r\n <span className=\"font-mono text-xs font-medium text-[var(--color-primary-600)]\">{ticket.number}</span>\r\n </td>\r\n <td className=\"p-3 font-medium max-w-[200px] truncate\">{ticket.title}</td>\r\n <td className=\"p-3 text-[var(--text-secondary)]\">{ticket.requester}</td>\r\n <td className=\"p-3\">\r\n <span className={`px-2 py-1 text-xs rounded ${priorityConfig[ticket.priority as keyof typeof priorityConfig]?.color}`}>\r\n {priorityConfig[ticket.priority as keyof typeof priorityConfig]?.label}\r\n </span>\r\n </td>\r\n <td className=\"p-3\">\r\n <span className={`px-2 py-1 text-xs rounded border ${statusConfig[ticket.status as keyof typeof statusConfig]?.color}`}>\r\n {statusConfig[ticket.status as keyof typeof statusConfig]?.label}\r\n </span>\r\n </td>\r\n <td className=\"p-3\">\r\n {ticket.sla === 'breached' && (\r\n <span className=\"inline-flex items-center gap-1 px-2 py-0.5 text-xs font-medium rounded bg-red-500/10 text-red-600\">\r\n <AlertTriangle className=\"w-3 h-3\" />\r\n {ticket.slaText}\r\n </span>\r\n )}\r\n {ticket.sla === 'warning' && (\r\n <span className=\"inline-flex items-center gap-1 px-2 py-0.5 text-xs font-medium rounded bg-orange-500/10 text-orange-600\">\r\n <Clock className=\"w-3 h-3\" />\r\n {ticket.slaText}\r\n </span>\r\n )}\r\n {ticket.sla === 'ok' && (\r\n <span className=\"inline-flex items-center gap-1 px-2 py-0.5 text-xs font-medium rounded bg-yellow-500/10 text-yellow-600\">\r\n <Clock className=\"w-3 h-3\" />\r\n {ticket.slaText}\r\n </span>\r\n )}\r\n </td>\r\n <td className=\"p-3 text-[var(--text-secondary)] text-xs\">{ticket.date}</td>\r\n <td className=\"p-3 text-right\">\r\n <button className=\"p-1.5 border border-[var(--border-color)] rounded hover:bg-[var(--bg-secondary)]\">\r\n <Eye className=\"w-4 h-4\" />\r\n </button>\r\n </td>\r\n </tr>\r\n ))}\r\n </tbody>\r\n </table>\r\n </div>\r\n </div>\r\n </section>\r\n\r\n {/* 4. Indicateurs SLA */}\r\n <section id=\"sla\" className=\"card p-6\">\r\n <h2 className=\"text-xl font-semibold mb-4 flex items-center gap-2\">\r\n <span className=\"w-8 h-8 rounded-full bg-[var(--color-primary-600)] text-white flex items-center justify-center text-sm font-bold\">4</span>\r\n Indicateurs SLA\r\n </h2>\r\n <p className=\"text-[var(--text-secondary)] mb-4\">\r\n Chaque ticket affiche un badge SLA colore indiquant le temps restant avant la date limite de resolution.\r\n </p>\r\n\r\n <div className=\"grid grid-cols-1 md:grid-cols-2 gap-4 mb-6\">\r\n {slaStates.map((state) => (\r\n <div key={state.state} className={`p-4 rounded-lg ${state.color} flex items-center gap-3`}>\r\n <state.icon className=\"w-6 h-6\" />\r\n <div>\r\n <div className=\"font-semibold\">{state.state}</div>\r\n <div className=\"text-sm opacity-80\">{state.description}</div>\r\n </div>\r\n </div>\r\n ))}\r\n </div>\r\n\r\n <div className=\"p-4 bg-[var(--bg-secondary)] rounded-lg\">\r\n <h3 className=\"font-medium mb-3\">Calcul du temps SLA</h3>\r\n <div className=\"space-y-2 text-sm text-[var(--text-secondary)]\">\r\n <div className=\"flex items-center gap-2\">\r\n <span className=\"w-6 h-6 rounded-full bg-blue-500 text-white flex items-center justify-center text-xs font-bold\">1</span>\r\n <span>Le SLA est calcule a partir de la date de creation du ticket</span>\r\n </div>\r\n <div className=\"flex items-center gap-2\">\r\n <span className=\"w-6 h-6 rounded-full bg-blue-500 text-white flex items-center justify-center text-xs font-bold\">2</span>\r\n <span>Le temps de resolution depend de la priorite (Critical: 4h, High: 8h, Medium: 24h, Low: 72h)</span>\r\n </div>\r\n <div className=\"flex items-center gap-2\">\r\n <span className=\"w-6 h-6 rounded-full bg-blue-500 text-white flex items-center justify-center text-xs font-bold\">3</span>\r\n <span>Le compteur est pause lorsque le ticket est en statut \"On Hold\"</span>\r\n </div>\r\n <div className=\"flex items-center gap-2\">\r\n <span className=\"w-6 h-6 rounded-full bg-blue-500 text-white flex items-center justify-center text-xs font-bold\">4</span>\r\n <span>Le badge passe en rouge si le SLA est depasse (breach)</span>\r\n </div>\r\n </div>\r\n </div>\r\n </section>\r\n\r\n {/* 5. Filtres */}\r\n <section id=\"filters\" className=\"card p-6\">\r\n <h2 className=\"text-xl font-semibold mb-4 flex items-center gap-2\">\r\n <span className=\"w-8 h-8 rounded-full bg-[var(--color-primary-600)] text-white flex items-center justify-center text-sm font-bold\">5</span>\r\n Filtres disponibles\r\n </h2>\r\n\r\n <div className=\"grid grid-cols-1 md:grid-cols-2 gap-4\">\r\n <div className=\"p-4 border border-[var(--border-color)] rounded-lg\">\r\n <h3 className=\"font-medium mb-3\">Filtre par statut</h3>\r\n <div className=\"flex flex-wrap gap-2\">\r\n {Object.entries(statusConfig).map(([key, config]) => (\r\n <span key={key} className={`px-3 py-1 text-xs rounded border ${config.color}`}>\r\n {config.label}\r\n </span>\r\n ))}\r\n </div>\r\n <p className=\"text-sm text-[var(--text-secondary)] mt-3\">\r\n Filtrez par statut pour voir uniquement les tickets ouverts, en cours, etc.\r\n </p>\r\n </div>\r\n\r\n <div className=\"p-4 border border-[var(--border-color)] rounded-lg\">\r\n <h3 className=\"font-medium mb-3\">Filtre par priorite</h3>\r\n <div className=\"flex flex-wrap gap-2\">\r\n {Object.entries(priorityConfig).map(([key, config]) => (\r\n <span key={key} className={`px-3 py-1 text-xs rounded ${config.color}`}>\r\n {config.label}\r\n </span>\r\n ))}\r\n </div>\r\n <p className=\"text-sm text-[var(--text-secondary)] mt-3\">\r\n Concentrez-vous sur les tickets urgents en filtrant par priorite.\r\n </p>\r\n </div>\r\n </div>\r\n\r\n <div className=\"mt-4 p-4 rounded-lg bg-amber-500/10 border border-amber-500/20 flex items-start gap-3\">\r\n <AlertTriangle className=\"w-5 h-5 text-amber-600 flex-shrink-0 mt-0.5\" />\r\n <div>\r\n <div className=\"font-medium text-amber-600\">Conseil</div>\r\n <p className=\"text-sm text-[var(--text-secondary)]\">\r\n Utilisez le bouton \"Clear Filters\" pour reinitialiser tous les filtres rapidement.\r\n </p>\r\n </div>\r\n </div>\r\n </section>\r\n\r\n {/* 6. FAQ */}\r\n <section id=\"faq\" className=\"card p-6\">\r\n <h2 className=\"text-xl font-semibold mb-4 flex items-center gap-2\">\r\n <span className=\"w-8 h-8 rounded-full bg-[var(--color-primary-600)] text-white flex items-center justify-center text-sm font-bold\">6</span>\r\n <HelpCircle className=\"w-5 h-5\" />\r\n Questions frequentes\r\n </h2>\r\n\r\n <div className=\"space-y-4\">\r\n {faqItems.map((item) => (\r\n <div key={item.question} className=\"p-4 bg-[var(--bg-secondary)] rounded-lg\">\r\n <div className=\"flex items-start gap-3\">\r\n <MessageSquare className=\"w-5 h-5 text-[var(--color-primary-600)] flex-shrink-0 mt-0.5\" />\r\n <div>\r\n <h4 className=\"font-medium mb-2\">{item.question}</h4>\r\n <p className=\"text-sm text-[var(--text-secondary)]\">{item.answer}</p>\r\n </div>\r\n </div>\r\n </div>\r\n ))}\r\n </div>\r\n </section>\r\n\r\n {/* 7. Reference API */}\r\n <section id=\"api\" className=\"card p-6\">\r\n <h2 className=\"text-xl font-semibold mb-4 flex items-center gap-2\">\r\n <span className=\"w-8 h-8 rounded-full bg-[var(--color-primary-600)] text-white flex items-center justify-center text-sm font-bold\">7</span>\r\n Reference API\r\n </h2>\r\n\r\n <div className=\"overflow-x-auto\">\r\n <table className=\"w-full text-sm\">\r\n <thead>\r\n <tr className=\"bg-[var(--bg-secondary)]\">\r\n <th className=\"text-left py-2 px-3 rounded-tl-lg\">Methode</th>\r\n <th className=\"text-left py-2 px-3\">Endpoint</th>\r\n <th className=\"text-left py-2 px-3 rounded-tr-lg\">Description</th>\r\n </tr>\r\n </thead>\r\n <tbody>\r\n {apiEndpoints.map((endpoint, index) => (\r\n <tr key={index} className=\"border-b border-[var(--border-color)]\">\r\n <td className=\"py-2 px-3\">\r\n <span className={`px-2 py-0.5 rounded text-xs font-medium ${\r\n endpoint.method === 'GET' ? 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package/dist/SupportMyTicketsDocPage-jE1UMaIY.cjs.map DELETED Viewed

@@ -1 +0,0 @@

- {"version":3,"file":"SupportMyTicketsDocPage-jE1UMaIY.cjs","sources":["../src/pages/system/docs/user/SupportMyTicketsDocPage.tsx"],"sourcesContent":["import { Link } from 'react-router-dom';\r\nimport { useTranslation } from 'react-i18next';\r\nimport {\r\n UserCheck,\r\n ArrowRight,\r\n Shield,\r\n Search,\r\n Filter,\r\n Eye,\r\n Clock,\r\n AlertTriangle,\r\n Info,\r\n HelpCircle,\r\n MessageSquare,\r\n Gauge,\r\n} from 'lucide-react';\r\n\r\nconst mockAgentTickets = [\r\n { number: 'TKT-2024-001', title: 'Probleme de connexion', requester: 'Jean Dupont', priority: 'High', status: 'InProgress', sla: 'warning', slaText: '45min left', date: '09/01/2026 14:30' },\r\n { number: 'TKT-2024-004', title: 'Erreur critique serveur', requester: 'Marie Martin', priority: 'Critical', status: 'Open', sla: 'breached', slaText: 'SLA Breached', date: '09/01/2026 10:15' },\r\n { number: 'TKT-2024-005', title: 'Mise a jour mot de passe', requester: 'Pierre Durand', priority: 'Medium', status: 'InProgress', sla: 'ok', slaText: '4h left', date: '08/01/2026 16:00' },\r\n { number: 'TKT-2024-008', title: 'Question facturation', requester: 'Sophie Bernard', priority: 'Low', status: 'OnHold', sla: null, slaText: null, date: '07/01/2026 09:45' },\r\n];\r\n\r\nconst statusConfig = {\r\n Open: { label: 'Ouvert', color: 'bg-yellow-500/10 text-yellow-600 border-yellow-500/20' },\r\n InProgress: { label: 'En cours', color: 'bg-blue-500/10 text-blue-600 border-blue-500/20' },\r\n OnHold: { label: 'En attente', color: 'bg-orange-500/10 text-orange-600 border-orange-500/20' },\r\n Resolved: { label: 'Resolu', color: 'bg-green-500/10 text-green-600 border-green-500/20' },\r\n};\r\n\r\nconst priorityConfig = {\r\n Low: { label: 'Basse', color: 'bg-blue-100 text-blue-800' },\r\n Medium: { label: 'Moyenne', color: 'bg-yellow-100 text-yellow-800' },\r\n High: { label: 'Haute', color: 'bg-orange-100 text-orange-800' },\r\n Critical: { label: 'Critique', color: 'bg-red-600 text-white' },\r\n};\r\n\r\nconst slaStates = [\r\n { state: 'OK', description: 'Temps restant > 8h', color: 'bg-green-500/10 text-green-600', icon: Clock },\r\n { state: 'Warning', description: 'Temps restant < 8h', color: 'bg-yellow-500/10 text-yellow-600', icon: Clock },\r\n { state: 'Critical', description: 'Temps restant < 2h', color: 'bg-orange-500/10 text-orange-600', icon: Clock },\r\n { state: 'Breached', description: 'SLA depasse', color: 'bg-red-500/10 text-red-600', icon: AlertTriangle },\r\n];\r\n\r\nconst faqItems = [\r\n {\r\n question: 'Pourquoi certains tickets n\\'ont pas d\\'indicateur SLA ?',\r\n answer: 'Les tickets en statut \"On Hold\" (en attente) ont leur SLA en pause. Le compteur reprend lorsque le ticket repasse en statut actif. Les tickets sans priorite definie n\\'ont pas de SLA configure.',\r\n },\r\n {\r\n question: 'Comment fonctionne le tri des tickets ?',\r\n answer: 'Par defaut, les tickets sont tries par priorite (Critique > Haute > Moyenne > Basse) puis par temps SLA restant. Les tickets en danger sont affiches en premier.',\r\n },\r\n {\r\n question: 'Que signifie le badge \"SLA Breached\" ?',\r\n answer: 'Ce badge indique que le temps de resolution garanti pour ce ticket a ete depasse. Une escalade automatique peut avoir ete declenchee selon la configuration.',\r\n },\r\n {\r\n question: 'Comment filtrer mes tickets urgents ?',\r\n answer: 'Utilisez le filtre de priorite pour afficher uniquement les tickets Critical et High. Combinez avec le filtre de statut \"Open\" pour voir les tickets urgents non commences.',\r\n },\r\n];\r\n\r\nconst apiEndpoints = [\r\n { method: 'GET', url: '/api/support/tickets/my', description: 'Liste paginee des tickets de l\\'agent connecte' },\r\n { method: 'GET', url: '/api/support/tickets/{id}', description: 'Detail d\\'un ticket assigne' },\r\n { method: 'PUT', url: '/api/support/tickets/{id}/status', description: 'Changer le statut d\\'un ticket' },\r\n { method: 'POST', url: '/api/support/tickets/{id}/comments', description: 'Ajouter un commentaire' },\r\n];\r\n\r\nexport function SupportMyTicketsDocPage() {\r\n const { t } = useTranslation('docs');\r\n\r\n return (\r\n <div className=\"space-y-8\">\r\n {/* Breadcrumb */}\r\n <div className=\"flex items-center gap-2 text-sm text-[var(--text-secondary)]\">\r\n <Link to=\"/system/docs\" className=\"hover:text-[var(--color-primary-600)]\">{t('breadcrumb.documentation')}</Link>\r\n <span>/</span>\r\n <Link to=\"/system/docs/user\" className=\"hover:text-[var(--color-primary-600)]\">{t('breadcrumb.user')}</Link>\r\n <span>/</span>\r\n <Link to=\"/system/docs/user/support\" className=\"hover:text-[var(--color-primary-600)]\">{t('breadcrumb.support')}</Link>\r\n <span>/</span>\r\n <span>{t('support.myTickets.title')}</span>\r\n </div>\r\n\r\n {/* Header */}\r\n <div>\r\n <h1 className=\"text-3xl font-bold mb-4 flex items-center gap-3\">\r\n <UserCheck className=\"w-8 h-8 text-[var(--color-primary-600)]\" />\r\n Mes Tickets (Agent)\r\n </h1>\r\n <p className=\"text-lg text-[var(--text-secondary)]\">\r\n File d'attente personnelle de l'agent avec suivi SLA integre et indicateurs de priorite.\r\n </p>\r\n <div className=\"mt-4 flex items-center gap-2\">\r\n <span className=\"px-3 py-1 text-xs rounded-full bg-green-500/10 text-green-600 border border-green-500/20\">\r\n Agent\r\n </span>\r\n <span className=\"px-3 py-1 text-xs rounded-full bg-orange-500/10 text-orange-600 border border-orange-500/20\">\r\n SLA\r\n </span>\r\n </div>\r\n </div>\r\n\r\n {/* Table des matieres */}\r\n <div className=\"card p-4 bg-[var(--bg-secondary)]\">\r\n <h2 className=\"font-semibold mb-3\">Table des matieres</h2>\r\n <nav className=\"grid grid-cols-2 md:grid-cols-3 gap-2 text-sm\">\r\n <a href=\"#introduction\" className=\"text-[var(--color-primary-600)] hover:underline\">1. Introduction</a>\r\n <a href=\"#access\" className=\"text-[var(--color-primary-600)] hover:underline\">2. Acces</a>\r\n <a href=\"#overview\" className=\"text-[var(--color-primary-600)] hover:underline\">3. Vue d'ensemble</a>\r\n <a href=\"#sla\" className=\"text-[var(--color-primary-600)] hover:underline\">4. Indicateurs SLA</a>\r\n <a href=\"#filters\" className=\"text-[var(--color-primary-600)] hover:underline\">5. Filtres</a>\r\n <a href=\"#faq\" className=\"text-[var(--color-primary-600)] hover:underline\">6. FAQ</a>\r\n <a href=\"#api\" className=\"text-[var(--color-primary-600)] hover:underline\">7. Reference API</a>\r\n </nav>\r\n </div>\r\n\r\n {/* 1. Introduction */}\r\n <section id=\"introduction\" className=\"card p-6\">\r\n <h2 className=\"text-xl font-semibold mb-4 flex items-center gap-2\">\r\n <span className=\"w-8 h-8 rounded-full bg-[var(--color-primary-600)] text-white flex items-center justify-center text-sm font-bold\">1</span>\r\n Introduction\r\n </h2>\r\n <p className=\"text-[var(--text-secondary)] mb-4\">\r\n La page \"Mes Tickets\" est concue specifiquement pour les agents de support. Elle affiche uniquement\r\n les tickets assignes a l'agent connecte, avec des indicateurs SLA en temps reel pour prioriser\r\n efficacement le travail.\r\n </p>\r\n <div className=\"grid grid-cols-1 md:grid-cols-2 gap-4\">\r\n <div className=\"flex items-start gap-3\">\r\n <div className=\"w-8 h-8 rounded-full bg-green-500/10 flex items-center justify-center flex-shrink-0\">\r\n <UserCheck className=\"w-4 h-4 text-green-500\" />\r\n </div>\r\n <div>\r\n <div className=\"font-medium\">File personnelle</div>\r\n <div className=\"text-sm text-[var(--text-secondary)]\">Uniquement vos tickets assignes</div>\r\n </div>\r\n </div>\r\n <div className=\"flex items-start gap-3\">\r\n <div className=\"w-8 h-8 rounded-full bg-orange-500/10 flex items-center justify-center flex-shrink-0\">\r\n <Clock className=\"w-4 h-4 text-orange-500\" />\r\n </div>\r\n <div>\r\n <div className=\"font-medium\">Suivi SLA temps reel</div>\r\n <div className=\"text-sm text-[var(--text-secondary)]\">Badges colores selon l'urgence</div>\r\n </div>\r\n </div>\r\n <div className=\"flex items-start gap-3\">\r\n <div className=\"w-8 h-8 rounded-full bg-blue-500/10 flex items-center justify-center flex-shrink-0\">\r\n <Filter className=\"w-4 h-4 text-blue-500\" />\r\n </div>\r\n <div>\r\n <div className=\"font-medium\">Filtres simplifies</div>\r\n <div className=\"text-sm text-[var(--text-secondary)]\">Par statut et priorite</div>\r\n </div>\r\n </div>\r\n <div className=\"flex items-start gap-3\">\r\n <div className=\"w-8 h-8 rounded-full bg-purple-500/10 flex items-center justify-center flex-shrink-0\">\r\n <Gauge className=\"w-4 h-4 text-purple-500\" />\r\n </div>\r\n <div>\r\n <div className=\"font-medium\">Prioritisation automatique</div>\r\n <div className=\"text-sm text-[var(--text-secondary)]\">Tri par urgence et SLA</div>\r\n </div>\r\n </div>\r\n </div>\r\n </section>\r\n\r\n {/* 2. Acces */}\r\n <section id=\"access\" className=\"card p-6\">\r\n <h2 className=\"text-xl font-semibold mb-4 flex items-center gap-2\">\r\n <span className=\"w-8 h-8 rounded-full bg-[var(--color-primary-600)] text-white flex items-center justify-center text-sm font-bold\">2</span>\r\n Acces au module\r\n </h2>\r\n\r\n <div className=\"mb-4\">\r\n <div className=\"text-sm font-medium mb-2\">Navigation</div>\r\n <div className=\"flex items-center gap-2 text-sm bg-[var(--bg-secondary)] p-3 rounded-lg\">\r\n <span className=\"px-2 py-1 bg-[var(--bg-primary)] rounded\">Support</span>\r\n <ArrowRight className=\"w-4 h-4 text-[var(--text-tertiary)]\" />\r\n <span className=\"px-2 py-1 bg-[var(--color-primary-600)] text-white rounded\">My Tickets</span>\r\n </div>\r\n </div>\r\n\r\n <div className=\"mb-4\">\r\n <div className=\"text-sm font-medium mb-2\">URL directe</div>\r\n <code className=\"block p-3 bg-[var(--bg-secondary)] rounded-lg text-sm font-mono\">\r\n /support/my-tickets\r\n </code>\r\n </div>\r\n\r\n <div>\r\n <div className=\"flex items-center gap-2 mb-2\">\r\n <Shield className=\"w-4 h-4 text-[var(--color-primary-600)]\" />\r\n <span className=\"text-sm font-medium\">Permissions requises</span>\r\n </div>\r\n <table className=\"w-full text-sm\">\r\n <thead>\r\n <tr className=\"bg-[var(--bg-secondary)]\">\r\n <th className=\"text-left py-2 px-3 rounded-tl-lg\">Action</th>\r\n <th className=\"text-left py-2 px-3 rounded-tr-lg\">Permission</th>\r\n </tr>\r\n </thead>\r\n <tbody>\r\n <tr className=\"border-b border-[var(--border-color)]\">\r\n <td className=\"py-2 px-3\">Voir ses tickets</td>\r\n <td className=\"py-2 px-3\"><code className=\"text-xs bg-[var(--bg-secondary)] px-2 py-0.5 rounded\">support.tickets.read</code></td>\r\n </tr>\r\n <tr>\r\n <td className=\"py-2 px-3\">Modifier ses tickets</td>\r\n <td className=\"py-2 px-3\"><code className=\"text-xs bg-[var(--bg-secondary)] px-2 py-0.5 rounded\">support.tickets.update</code></td>\r\n </tr>\r\n </tbody>\r\n </table>\r\n </div>\r\n </section>\r\n\r\n {/* 3. Vue d'ensemble - Maquette */}\r\n <section id=\"overview\" className=\"card p-6\">\r\n <h2 className=\"text-xl font-semibold mb-4 flex items-center gap-2\">\r\n <span className=\"w-8 h-8 rounded-full bg-[var(--color-primary-600)] text-white flex items-center justify-center text-sm font-bold\">3</span>\r\n Vue d'ensemble\r\n </h2>\r\n <p className=\"text-[var(--text-secondary)] mb-4\">\r\n L'interface est optimisee pour le travail quotidien de l'agent avec un focus sur les indicateurs SLA.\r\n </p>\r\n\r\n {/* Maquette */}\r\n <div className=\"border border-[var(--border-color)] rounded-lg overflow-hidden\">\r\n {/* Header */}\r\n <div className=\"p-4 border-b border-[var(--border-color)]\">\r\n <div className=\"flex items-center gap-2\">\r\n <UserCheck className=\"w-5 h-5\" />\r\n <span className=\"font-bold\">My Tickets</span>\r\n </div>\r\n <div className=\"text-sm text-[var(--text-secondary)]\">Tickets assigned to you (4 total)</div>\r\n </div>\r\n\r\n {/* Search & Filters */}\r\n <div className=\"p-4 border-b border-[var(--border-color)] bg-[var(--bg-secondary)]\">\r\n <div className=\"flex items-center gap-4\">\r\n <div className=\"flex-1 relative\">\r\n <Search className=\"absolute left-3 top-1/2 -translate-y-1/2 w-4 h-4 text-[var(--text-secondary)]\" />\r\n <input\r\n type=\"text\"\r\n placeholder=\"Search tickets...\"\r\n className=\"w-full pl-10 pr-4 py-2 border border-[var(--border-color)] rounded-lg bg-[var(--bg-primary)]\"\r\n readOnly\r\n />\r\n </div>\r\n <button className=\"px-4 py-2 border border-[var(--border-color)] rounded-lg flex items-center gap-2 text-sm bg-[var(--bg-primary)]\">\r\n <Filter className=\"w-4 h-4\" />\r\n Filters\r\n </button>\r\n </div>\r\n </div>\r\n\r\n {/* Table */}\r\n <div className=\"overflow-x-auto\">\r\n <table className=\"w-full text-sm\">\r\n <thead className=\"bg-[var(--bg-secondary)]\">\r\n <tr>\r\n <th className=\"text-left p-3 font-medium\">Ticket</th>\r\n <th className=\"text-left p-3 font-medium\">Title</th>\r\n <th className=\"text-left p-3 font-medium\">Requester</th>\r\n <th className=\"text-left p-3 font-medium\">Priority</th>\r\n <th className=\"text-left p-3 font-medium\">Status</th>\r\n <th className=\"text-left p-3 font-medium\">SLA</th>\r\n <th className=\"text-left p-3 font-medium\">Created</th>\r\n <th className=\"text-right p-3 font-medium\">Actions</th>\r\n </tr>\r\n </thead>\r\n <tbody>\r\n {mockAgentTickets.map((ticket) => (\r\n <tr key={ticket.number} className=\"border-b border-[var(--border-color)] hover:bg-[var(--bg-hover)]\">\r\n <td className=\"p-3\">\r\n <span className=\"font-mono text-xs font-medium text-[var(--color-primary-600)]\">{ticket.number}</span>\r\n </td>\r\n <td className=\"p-3 font-medium max-w-[200px] truncate\">{ticket.title}</td>\r\n <td className=\"p-3 text-[var(--text-secondary)]\">{ticket.requester}</td>\r\n <td className=\"p-3\">\r\n <span className={`px-2 py-1 text-xs rounded ${priorityConfig[ticket.priority as keyof typeof priorityConfig]?.color}`}>\r\n {priorityConfig[ticket.priority as keyof typeof priorityConfig]?.label}\r\n </span>\r\n </td>\r\n <td className=\"p-3\">\r\n <span className={`px-2 py-1 text-xs rounded border ${statusConfig[ticket.status as keyof typeof statusConfig]?.color}`}>\r\n {statusConfig[ticket.status as keyof typeof statusConfig]?.label}\r\n </span>\r\n </td>\r\n <td className=\"p-3\">\r\n {ticket.sla === 'breached' && (\r\n <span className=\"inline-flex items-center gap-1 px-2 py-0.5 text-xs font-medium rounded bg-red-500/10 text-red-600\">\r\n <AlertTriangle className=\"w-3 h-3\" />\r\n {ticket.slaText}\r\n </span>\r\n )}\r\n {ticket.sla === 'warning' && (\r\n <span className=\"inline-flex items-center gap-1 px-2 py-0.5 text-xs font-medium rounded bg-orange-500/10 text-orange-600\">\r\n <Clock className=\"w-3 h-3\" />\r\n {ticket.slaText}\r\n </span>\r\n )}\r\n {ticket.sla === 'ok' && (\r\n <span className=\"inline-flex items-center gap-1 px-2 py-0.5 text-xs font-medium rounded bg-yellow-500/10 text-yellow-600\">\r\n <Clock className=\"w-3 h-3\" />\r\n {ticket.slaText}\r\n </span>\r\n )}\r\n </td>\r\n <td className=\"p-3 text-[var(--text-secondary)] text-xs\">{ticket.date}</td>\r\n <td className=\"p-3 text-right\">\r\n <button className=\"p-1.5 border border-[var(--border-color)] rounded hover:bg-[var(--bg-secondary)]\">\r\n <Eye className=\"w-4 h-4\" />\r\n </button>\r\n </td>\r\n </tr>\r\n ))}\r\n </tbody>\r\n </table>\r\n </div>\r\n </div>\r\n </section>\r\n\r\n {/* 4. Indicateurs SLA */}\r\n <section id=\"sla\" className=\"card p-6\">\r\n <h2 className=\"text-xl font-semibold mb-4 flex items-center gap-2\">\r\n <span className=\"w-8 h-8 rounded-full bg-[var(--color-primary-600)] text-white flex items-center justify-center text-sm font-bold\">4</span>\r\n Indicateurs SLA\r\n </h2>\r\n <p className=\"text-[var(--text-secondary)] mb-4\">\r\n Chaque ticket affiche un badge SLA colore indiquant le temps restant avant la date limite de resolution.\r\n </p>\r\n\r\n <div className=\"grid grid-cols-1 md:grid-cols-2 gap-4 mb-6\">\r\n {slaStates.map((state) => (\r\n <div key={state.state} className={`p-4 rounded-lg ${state.color} flex items-center gap-3`}>\r\n <state.icon className=\"w-6 h-6\" />\r\n <div>\r\n <div className=\"font-semibold\">{state.state}</div>\r\n <div className=\"text-sm opacity-80\">{state.description}</div>\r\n </div>\r\n </div>\r\n ))}\r\n </div>\r\n\r\n <div className=\"p-4 bg-[var(--bg-secondary)] rounded-lg\">\r\n <h3 className=\"font-medium mb-3\">Calcul du temps SLA</h3>\r\n <div className=\"space-y-2 text-sm text-[var(--text-secondary)]\">\r\n <div className=\"flex items-center gap-2\">\r\n <span className=\"w-6 h-6 rounded-full bg-blue-500 text-white flex items-center justify-center text-xs font-bold\">1</span>\r\n <span>Le SLA est calcule a partir de la date de creation du ticket</span>\r\n </div>\r\n <div className=\"flex items-center gap-2\">\r\n <span className=\"w-6 h-6 rounded-full bg-blue-500 text-white flex items-center justify-center text-xs font-bold\">2</span>\r\n <span>Le temps de resolution depend de la priorite (Critical: 4h, High: 8h, Medium: 24h, Low: 72h)</span>\r\n </div>\r\n <div className=\"flex items-center gap-2\">\r\n <span className=\"w-6 h-6 rounded-full bg-blue-500 text-white flex items-center justify-center text-xs font-bold\">3</span>\r\n <span>Le compteur est pause lorsque le ticket est en statut \"On Hold\"</span>\r\n </div>\r\n <div className=\"flex items-center gap-2\">\r\n <span className=\"w-6 h-6 rounded-full bg-blue-500 text-white flex items-center justify-center text-xs font-bold\">4</span>\r\n <span>Le badge passe en rouge si le SLA est depasse (breach)</span>\r\n </div>\r\n </div>\r\n </div>\r\n </section>\r\n\r\n {/* 5. Filtres */}\r\n <section id=\"filters\" className=\"card p-6\">\r\n <h2 className=\"text-xl font-semibold mb-4 flex items-center gap-2\">\r\n <span className=\"w-8 h-8 rounded-full bg-[var(--color-primary-600)] text-white flex items-center justify-center text-sm font-bold\">5</span>\r\n Filtres disponibles\r\n </h2>\r\n\r\n <div className=\"grid grid-cols-1 md:grid-cols-2 gap-4\">\r\n <div className=\"p-4 border border-[var(--border-color)] rounded-lg\">\r\n <h3 className=\"font-medium mb-3\">Filtre par statut</h3>\r\n <div className=\"flex flex-wrap gap-2\">\r\n {Object.entries(statusConfig).map(([key, config]) => (\r\n <span key={key} className={`px-3 py-1 text-xs rounded border ${config.color}`}>\r\n {config.label}\r\n </span>\r\n ))}\r\n </div>\r\n <p className=\"text-sm text-[var(--text-secondary)] mt-3\">\r\n Filtrez par statut pour voir uniquement les tickets ouverts, en cours, etc.\r\n </p>\r\n </div>\r\n\r\n <div className=\"p-4 border border-[var(--border-color)] rounded-lg\">\r\n <h3 className=\"font-medium mb-3\">Filtre par priorite</h3>\r\n <div className=\"flex flex-wrap gap-2\">\r\n {Object.entries(priorityConfig).map(([key, config]) => (\r\n <span key={key} className={`px-3 py-1 text-xs rounded ${config.color}`}>\r\n {config.label}\r\n </span>\r\n ))}\r\n </div>\r\n <p className=\"text-sm text-[var(--text-secondary)] mt-3\">\r\n Concentrez-vous sur les tickets urgents en filtrant par priorite.\r\n </p>\r\n </div>\r\n </div>\r\n\r\n <div className=\"mt-4 p-4 rounded-lg bg-amber-500/10 border border-amber-500/20 flex items-start gap-3\">\r\n <AlertTriangle className=\"w-5 h-5 text-amber-600 flex-shrink-0 mt-0.5\" />\r\n <div>\r\n <div className=\"font-medium text-amber-600\">Conseil</div>\r\n <p className=\"text-sm text-[var(--text-secondary)]\">\r\n Utilisez le bouton \"Clear Filters\" pour reinitialiser tous les filtres rapidement.\r\n </p>\r\n </div>\r\n </div>\r\n </section>\r\n\r\n {/* 6. FAQ */}\r\n <section id=\"faq\" className=\"card p-6\">\r\n <h2 className=\"text-xl font-semibold mb-4 flex items-center gap-2\">\r\n <span className=\"w-8 h-8 rounded-full bg-[var(--color-primary-600)] text-white flex items-center justify-center text-sm font-bold\">6</span>\r\n <HelpCircle className=\"w-5 h-5\" />\r\n Questions frequentes\r\n </h2>\r\n\r\n <div className=\"space-y-4\">\r\n {faqItems.map((item) => (\r\n <div key={item.question} className=\"p-4 bg-[var(--bg-secondary)] rounded-lg\">\r\n <div className=\"flex items-start gap-3\">\r\n <MessageSquare className=\"w-5 h-5 text-[var(--color-primary-600)] flex-shrink-0 mt-0.5\" />\r\n <div>\r\n <h4 className=\"font-medium mb-2\">{item.question}</h4>\r\n <p className=\"text-sm text-[var(--text-secondary)]\">{item.answer}</p>\r\n </div>\r\n </div>\r\n </div>\r\n ))}\r\n </div>\r\n </section>\r\n\r\n {/* 7. Reference API */}\r\n <section id=\"api\" className=\"card p-6\">\r\n <h2 className=\"text-xl font-semibold mb-4 flex items-center gap-2\">\r\n <span className=\"w-8 h-8 rounded-full bg-[var(--color-primary-600)] text-white flex items-center justify-center text-sm font-bold\">7</span>\r\n Reference API\r\n </h2>\r\n\r\n <div className=\"overflow-x-auto\">\r\n <table className=\"w-full text-sm\">\r\n <thead>\r\n <tr className=\"bg-[var(--bg-secondary)]\">\r\n <th className=\"text-left py-2 px-3 rounded-tl-lg\">Methode</th>\r\n <th className=\"text-left py-2 px-3\">Endpoint</th>\r\n <th className=\"text-left py-2 px-3 rounded-tr-lg\">Description</th>\r\n </tr>\r\n </thead>\r\n <tbody>\r\n {apiEndpoints.map((endpoint, index) => (\r\n <tr key={index} className=\"border-b border-[var(--border-color)]\">\r\n <td className=\"py-2 px-3\">\r\n <span className={`px-2 py-0.5 rounded text-xs font-medium ${\r\n endpoint.method === 'GET' ? 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- {"version":3,"file":"SupportTemplatesDocPage-C8ZLzFJc.js","sources":["../src/pages/system/docs/user/SupportTemplatesDocPage.tsx"],"sourcesContent":["import { Link } from 'react-router-dom';\r\nimport { useTranslation } from 'react-i18next';\r\nimport {\r\n FileText,\r\n ArrowRight,\r\n Shield,\r\n Search,\r\n Filter,\r\n Plus,\r\n Edit,\r\n Trash2,\r\n Eye,\r\n EyeOff,\r\n Copy,\r\n Save,\r\n Info,\r\n HelpCircle,\r\n MessageSquare,\r\n Variable,\r\n} from 'lucide-react';\r\n\r\nconst categoryConfig = {\r\n Greeting: { label: 'Salutation', color: 'bg-blue-500/10 text-blue-600' },\r\n Acknowledgment: { label: 'Accuse reception', color: 'bg-green-500/10 text-green-600' },\r\n RequestInfo: { label: 'Demande info', color: 'bg-yellow-500/10 text-yellow-600' },\r\n Resolution: { label: 'Resolution', color: 'bg-purple-500/10 text-purple-600' },\r\n Escalation: { label: 'Escalade', color: 'bg-orange-500/10 text-orange-600' },\r\n Closure: { label: 'Cloture', color: 'bg-gray-500/10 text-gray-600' },\r\n};\r\n\r\nconst mockTemplates = [\r\n { id: '1', title: 'Accuse de reception', category: 'Acknowledgment', content: 'Bonjour {{userFirstName}},\\n\\nNous avons bien recu votre demande concernant \"{{ticketTitle}}\"...', active: true, order: 1 },\r\n { id: '2', title: 'Demande de precision', category: 'RequestInfo', content: 'Bonjour {{userFirstName}},\\n\\nAfin de mieux traiter votre demande, pourriez-vous nous preciser...', active: true, order: 2 },\r\n { id: '3', title: 'Resolution standard', category: 'Resolution', content: 'Bonjour {{userFirstName}},\\n\\nVotre probleme a ete resolu. Voici la solution...', active: true, order: 3 },\r\n { id: '4', title: 'Escalade niveau 2', category: 'Escalation', content: 'Bonjour {{userFirstName}},\\n\\nVotre demande necessite une expertise supplementaire...', active: false, order: 4 },\r\n];\r\n\r\nconst availableVariables = [\r\n { name: '{{ticketNumber}}', description: 'Numero du ticket (ex: TKT-2024-001)' },\r\n { name: '{{ticketTitle}}', description: 'Titre du ticket' },\r\n { name: '{{userName}}', description: 'Nom complet du demandeur' },\r\n { name: '{{userFirstName}}', description: 'Prenom du demandeur' },\r\n { name: '{{userLastName}}', description: 'Nom de famille du demandeur' },\r\n { name: '{{userEmail}}', description: 'Email du demandeur' },\r\n { name: '{{priority}}', description: 'Priorite du ticket (Low/Medium/High/Critical)' },\r\n { name: '{{type}}', description: 'Type de ticket (Bug/Feature/Support/Question)' },\r\n { name: '{{status}}', description: 'Statut actuel du ticket' },\r\n { name: '{{agentName}}', description: 'Nom de l\\'agent assigne' },\r\n { name: '{{agentFirstName}}', description: 'Prenom de l\\'agent' },\r\n { name: '{{createdAt}}', description: 'Date de creation du ticket' },\r\n { name: '{{resolvedAt}}', description: 'Date de resolution' },\r\n { name: '{{resolution}}', description: 'Note de resolution' },\r\n];\r\n\r\nconst faqItems = [\r\n {\r\n question: 'Comment utiliser les variables dans un template ?',\r\n answer: 'Les variables sont encadrees par des doubles accolades {{variable}}. Lors de l\\'utilisation du template, elles sont automatiquement remplacees par les valeurs reelles du ticket. Cliquez sur une variable dans l\\'editeur pour l\\'inserer a la position du curseur.',\r\n },\r\n {\r\n question: 'Quelle est la difference entre actif et inactif ?',\r\n answer: 'Les templates inactifs ne sont pas visibles par les agents lors de la redaction de reponses. Utilisez cette fonctionnalite pour archiver des templates obsoletes sans les supprimer definitivement.',\r\n },\r\n {\r\n question: 'Comment organiser l\\'ordre d\\'affichage ?',\r\n answer: 'Le champ \"Display Order\" permet de definir l\\'ordre d\\'apparition des templates dans une meme categorie. Les templates avec un ordre plus bas apparaissent en premier.',\r\n },\r\n {\r\n question: 'Puis-je dupliquer un template existant ?',\r\n answer: 'Il n\\'y a pas de fonction de duplication directe. Copiez le contenu avec le bouton \"Copy\", creez un nouveau template et collez le contenu. Vous pouvez ensuite le modifier selon vos besoins.',\r\n },\r\n];\r\n\r\nconst apiEndpoints = [\r\n { method: 'GET', url: '/api/support/templates', description: 'Liste des templates (filtrable par categorie)' },\r\n { method: 'GET', url: '/api/support/templates/categories', description: 'Liste des categories disponibles' },\r\n { method: 'GET', url: '/api/support/templates/{id}', description: 'Detail d\\'un template' },\r\n { method: 'POST', url: '/api/support/templates', description: 'Creer un nouveau template' },\r\n { method: 'PUT', url: '/api/support/templates/{id}', description: 'Modifier un template' },\r\n { method: 'DELETE', url: '/api/support/templates/{id}', description: 'Supprimer un template' },\r\n { method: 'POST', url: '/api/support/templates/{id}/activate', description: 'Activer un template' },\r\n { method: 'POST', url: '/api/support/templates/{id}/deactivate', description: 'Desactiver un template' },\r\n];\r\n\r\nexport function SupportTemplatesDocPage() {\r\n const { t } = useTranslation('docs');\r\n\r\n return (\r\n <div className=\"space-y-8\">\r\n {/* Breadcrumb */}\r\n <div className=\"flex items-center gap-2 text-sm text-[var(--text-secondary)]\">\r\n <Link to=\"/system/docs\" className=\"hover:text-[var(--color-primary-600)]\">{t('breadcrumb.documentation')}</Link>\r\n <span>/</span>\r\n <Link to=\"/system/docs/user\" className=\"hover:text-[var(--color-primary-600)]\">{t('breadcrumb.user')}</Link>\r\n <span>/</span>\r\n <Link to=\"/system/docs/user/support\" className=\"hover:text-[var(--color-primary-600)]\">{t('breadcrumb.support')}</Link>\r\n <span>/</span>\r\n <span>{t('support.templates.title')}</span>\r\n </div>\r\n\r\n {/* Header */}\r\n <div>\r\n <h1 className=\"text-3xl font-bold mb-4 flex items-center gap-3\">\r\n <FileText className=\"w-8 h-8 text-[var(--color-primary-600)]\" />\r\n Templates de Reponse\r\n </h1>\r\n <p className=\"text-lg text-[var(--text-secondary)]\">\r\n Gestion des reponses pre-definies avec variables dynamiques pour accelerer le traitement des tickets.\r\n </p>\r\n <div className=\"mt-4 flex items-center gap-2\">\r\n <span className=\"px-3 py-1 text-xs rounded-full bg-teal-500/10 text-teal-600 border border-teal-500/20\">\r\n Configuration\r\n </span>\r\n <span className=\"px-3 py-1 text-xs rounded-full bg-purple-500/10 text-purple-600 border border-purple-500/20\">\r\n Variables\r\n </span>\r\n </div>\r\n </div>\r\n\r\n {/* Table des matieres */}\r\n <div className=\"card p-4 bg-[var(--bg-secondary)]\">\r\n <h2 className=\"font-semibold mb-3\">Table des matieres</h2>\r\n <nav className=\"grid grid-cols-2 md:grid-cols-4 gap-2 text-sm\">\r\n <a href=\"#introduction\" className=\"text-[var(--color-primary-600)] hover:underline\">1. Introduction</a>\r\n <a href=\"#access\" className=\"text-[var(--color-primary-600)] hover:underline\">2. Acces</a>\r\n <a href=\"#overview\" className=\"text-[var(--color-primary-600)] hover:underline\">3. Vue d'ensemble</a>\r\n <a href=\"#categories\" className=\"text-[var(--color-primary-600)] hover:underline\">4. Categories</a>\r\n <a href=\"#variables\" className=\"text-[var(--color-primary-600)] hover:underline\">5. Variables</a>\r\n <a href=\"#crud\" className=\"text-[var(--color-primary-600)] hover:underline\">6. Operations</a>\r\n <a href=\"#faq\" className=\"text-[var(--color-primary-600)] hover:underline\">7. FAQ</a>\r\n <a href=\"#api\" className=\"text-[var(--color-primary-600)] hover:underline\">8. Reference API</a>\r\n </nav>\r\n </div>\r\n\r\n {/* 1. Introduction */}\r\n <section id=\"introduction\" className=\"card p-6\">\r\n <h2 className=\"text-xl font-semibold mb-4 flex items-center gap-2\">\r\n <span className=\"w-8 h-8 rounded-full bg-[var(--color-primary-600)] text-white flex items-center justify-center text-sm font-bold\">1</span>\r\n Introduction\r\n </h2>\r\n <p className=\"text-[var(--text-secondary)] mb-4\">\r\n Les templates de reponse permettent aux agents de gagner du temps en utilisant des reponses\r\n pre-formatees. Les variables dynamiques sont remplacees automatiquement par les informations\r\n du ticket lors de l'insertion.\r\n </p>\r\n <div className=\"grid grid-cols-1 md:grid-cols-2 gap-4\">\r\n <div className=\"flex items-start gap-3\">\r\n <div className=\"w-8 h-8 rounded-full bg-blue-500/10 flex items-center justify-center flex-shrink-0\">\r\n <FileText className=\"w-4 h-4 text-blue-500\" />\r\n </div>\r\n <div>\r\n <div className=\"font-medium\">6 categories</div>\r\n <div className=\"text-sm text-[var(--text-secondary)]\">Organisation claire des templates</div>\r\n </div>\r\n </div>\r\n <div className=\"flex items-start gap-3\">\r\n <div className=\"w-8 h-8 rounded-full bg-purple-500/10 flex items-center justify-center flex-shrink-0\">\r\n <Variable className=\"w-4 h-4 text-purple-500\" />\r\n </div>\r\n <div>\r\n <div className=\"font-medium\">14 variables</div>\r\n <div className=\"text-sm text-[var(--text-secondary)]\">Personnalisation automatique</div>\r\n </div>\r\n </div>\r\n <div className=\"flex items-start gap-3\">\r\n <div className=\"w-8 h-8 rounded-full bg-green-500/10 flex items-center justify-center flex-shrink-0\">\r\n <Copy className=\"w-4 h-4 text-green-500\" />\r\n </div>\r\n <div>\r\n <div className=\"font-medium\">Copie rapide</div>\r\n <div className=\"text-sm text-[var(--text-secondary)]\">Un clic pour copier le contenu</div>\r\n </div>\r\n </div>\r\n <div className=\"flex items-start gap-3\">\r\n <div className=\"w-8 h-8 rounded-full bg-orange-500/10 flex items-center justify-center flex-shrink-0\">\r\n <EyeOff className=\"w-4 h-4 text-orange-500\" />\r\n </div>\r\n <div>\r\n <div className=\"font-medium\">Activation/Desactivation</div>\r\n <div className=\"text-sm text-[var(--text-secondary)]\">Archivage sans suppression</div>\r\n </div>\r\n </div>\r\n </div>\r\n </section>\r\n\r\n {/* 2. Acces */}\r\n <section id=\"access\" className=\"card p-6\">\r\n <h2 className=\"text-xl font-semibold mb-4 flex items-center gap-2\">\r\n <span className=\"w-8 h-8 rounded-full bg-[var(--color-primary-600)] text-white flex items-center justify-center text-sm font-bold\">2</span>\r\n Acces au module\r\n </h2>\r\n\r\n <div className=\"mb-4\">\r\n <div className=\"text-sm font-medium mb-2\">Navigation</div>\r\n <div className=\"flex items-center gap-2 text-sm bg-[var(--bg-secondary)] p-3 rounded-lg\">\r\n <span className=\"px-2 py-1 bg-[var(--bg-primary)] rounded\">Support</span>\r\n <ArrowRight className=\"w-4 h-4 text-[var(--text-tertiary)]\" />\r\n <span className=\"px-2 py-1 bg-[var(--color-primary-600)] text-white rounded\">Templates</span>\r\n </div>\r\n </div>\r\n\r\n <div className=\"mb-4\">\r\n <div className=\"text-sm font-medium mb-2\">URL directe</div>\r\n <code className=\"block p-3 bg-[var(--bg-secondary)] rounded-lg text-sm font-mono\">\r\n /support/templates\r\n </code>\r\n </div>\r\n\r\n <div>\r\n <div className=\"flex items-center gap-2 mb-2\">\r\n <Shield className=\"w-4 h-4 text-[var(--color-primary-600)]\" />\r\n <span className=\"text-sm font-medium\">Permissions requises</span>\r\n </div>\r\n <table className=\"w-full text-sm\">\r\n <thead>\r\n <tr className=\"bg-[var(--bg-secondary)]\">\r\n <th className=\"text-left py-2 px-3 rounded-tl-lg\">Action</th>\r\n <th className=\"text-left py-2 px-3 rounded-tr-lg\">Permission</th>\r\n </tr>\r\n </thead>\r\n <tbody>\r\n <tr className=\"border-b border-[var(--border-color)]\">\r\n <td className=\"py-2 px-3\">Voir les templates</td>\r\n <td className=\"py-2 px-3\"><code className=\"text-xs bg-[var(--bg-secondary)] px-2 py-0.5 rounded\">support.templates.read</code></td>\r\n </tr>\r\n <tr className=\"border-b border-[var(--border-color)]\">\r\n <td className=\"py-2 px-3\">Creer un template</td>\r\n <td className=\"py-2 px-3\"><code className=\"text-xs bg-[var(--bg-secondary)] px-2 py-0.5 rounded\">support.templates.create</code></td>\r\n </tr>\r\n <tr className=\"border-b border-[var(--border-color)]\">\r\n <td className=\"py-2 px-3\">Modifier un template</td>\r\n <td className=\"py-2 px-3\"><code className=\"text-xs bg-[var(--bg-secondary)] px-2 py-0.5 rounded\">support.templates.update</code></td>\r\n </tr>\r\n <tr>\r\n <td className=\"py-2 px-3\">Supprimer un template</td>\r\n <td className=\"py-2 px-3\"><code className=\"text-xs bg-[var(--bg-secondary)] px-2 py-0.5 rounded\">support.templates.delete</code></td>\r\n </tr>\r\n </tbody>\r\n </table>\r\n </div>\r\n </section>\r\n\r\n {/* 3. Vue d'ensemble - Maquette */}\r\n <section id=\"overview\" className=\"card p-6\">\r\n <h2 className=\"text-xl font-semibold mb-4 flex items-center gap-2\">\r\n <span className=\"w-8 h-8 rounded-full bg-[var(--color-primary-600)] text-white flex items-center justify-center text-sm font-bold\">3</span>\r\n Vue d'ensemble\r\n </h2>\r\n <p className=\"text-[var(--text-secondary)] mb-4\">\r\n L'interface affiche les templates en grille de cartes avec filtrage par categorie et recherche.\r\n </p>\r\n\r\n {/* Maquette */}\r\n <div className=\"border border-[var(--border-color)] rounded-lg overflow-hidden\">\r\n {/* Header */}\r\n <div className=\"p-4 border-b border-[var(--border-color)] flex items-center justify-between\">\r\n <div>\r\n <div className=\"flex items-center gap-2\">\r\n <FileText className=\"w-5 h-5\" />\r\n <span className=\"font-bold\">Response Templates</span>\r\n </div>\r\n <div className=\"text-sm text-[var(--text-secondary)]\">Manage pre-defined response templates for tickets</div>\r\n </div>\r\n <button className=\"px-4 py-2 bg-[var(--color-primary-600)] text-white rounded-lg flex items-center gap-2 text-sm\">\r\n <Plus className=\"w-4 h-4\" />\r\n New Template\r\n </button>\r\n </div>\r\n\r\n {/* Filters */}\r\n <div className=\"p-4 border-b border-[var(--border-color)] bg-[var(--bg-secondary)]\">\r\n <div className=\"flex items-center gap-4\">\r\n <div className=\"flex-1 relative\">\r\n <Search className=\"absolute left-3 top-1/2 -translate-y-1/2 w-4 h-4 text-[var(--text-secondary)]\" />\r\n <input\r\n type=\"text\"\r\n placeholder=\"Search templates...\"\r\n className=\"w-full pl-10 pr-4 py-2 border border-[var(--border-color)] rounded-lg bg-[var(--bg-primary)]\"\r\n readOnly\r\n />\r\n </div>\r\n <div className=\"flex items-center gap-2\">\r\n <Filter className=\"w-4 h-4 text-[var(--text-secondary)]\" />\r\n <select className=\"px-3 py-2 border border-[var(--border-color)] rounded-lg bg-[var(--bg-primary)]\">\r\n <option>All Categories</option>\r\n <option>Greeting</option>\r\n <option>Acknowledgment</option>\r\n <option>Request Info</option>\r\n </select>\r\n </div>\r\n <label className=\"flex items-center gap-2 text-sm\">\r\n <input type=\"checkbox\" className=\"rounded\" />\r\n Show Inactive\r\n </label>\r\n </div>\r\n </div>\r\n\r\n {/* Templates Grid */}\r\n <div className=\"p-4 grid grid-cols-1 md:grid-cols-2 gap-4\">\r\n {mockTemplates.map((template) => (\r\n <div key={template.id} className={`p-4 border border-[var(--border-color)] rounded-lg ${!template.active ? 'opacity-60' : ''}`}>\r\n <div className=\"flex items-start justify-between mb-3\">\r\n <span className={`text-xs px-2 py-1 rounded font-medium ${categoryConfig[template.category as keyof typeof categoryConfig]?.color}`}>\r\n {categoryConfig[template.category as keyof typeof categoryConfig]?.label}\r\n </span>\r\n <div className=\"flex items-center gap-1\">\r\n {!template.active && <span className=\"text-xs text-red-500 mr-2\">Inactive</span>}\r\n <button className=\"p-1 hover:bg-[var(--bg-secondary)] rounded\"><Copy className=\"w-3.5 h-3.5\" /></button>\r\n <button className=\"p-1 hover:bg-[var(--bg-secondary)] rounded\"><Edit className=\"w-3.5 h-3.5\" /></button>\r\n <button className=\"p-1 hover:bg-[var(--bg-secondary)] rounded\">{template.active ? <EyeOff className=\"w-3.5 h-3.5\" /> : <Eye className=\"w-3.5 h-3.5\" />}</button>\r\n <button className=\"p-1 hover:bg-[var(--bg-secondary)] rounded text-red-500\"><Trash2 className=\"w-3.5 h-3.5\" /></button>\r\n </div>\r\n </div>\r\n <h3 className=\"font-semibold mb-2\">{template.title}</h3>\r\n <p className=\"text-sm text-[var(--text-secondary)] line-clamp-2 whitespace-pre-wrap\">{template.content}</p>\r\n <div className=\"mt-3 pt-3 border-t border-[var(--border-color)] flex items-center justify-between text-xs text-[var(--text-secondary)]\">\r\n <span>Order: {template.order}</span>\r\n <span>Updated: 09/01/2026</span>\r\n </div>\r\n </div>\r\n ))}\r\n </div>\r\n </div>\r\n </section>\r\n\r\n {/* 4. Categories */}\r\n <section id=\"categories\" className=\"card p-6\">\r\n <h2 className=\"text-xl font-semibold mb-4 flex items-center gap-2\">\r\n <span className=\"w-8 h-8 rounded-full bg-[var(--color-primary-600)] text-white flex items-center justify-center text-sm font-bold\">4</span>\r\n Categories de templates\r\n </h2>\r\n <p className=\"text-[var(--text-secondary)] mb-4\">\r\n Les templates sont organises en 6 categories correspondant aux differentes etapes du cycle de vie d'un ticket.\r\n </p>\r\n\r\n <div className=\"grid grid-cols-1 md:grid-cols-2 lg:grid-cols-3 gap-4\">\r\n {Object.entries(categoryConfig).map(([key, config]) => (\r\n <div key={key} className={`p-4 rounded-lg ${config.color}`}>\r\n <h3 className=\"font-semibold mb-2\">{config.label}</h3>\r\n <p className=\"text-sm opacity-80\">\r\n {key === 'Greeting' && 'Messages de bienvenue et d\\'introduction'}\r\n {key === 'Acknowledgment' && 'Accuses de reception des demandes'}\r\n {key === 'RequestInfo' && 'Demandes d\\'informations complementaires'}\r\n {key === 'Resolution' && 'Messages de resolution de probleme'}\r\n {key === 'Escalation' && 'Notifications d\\'escalade'}\r\n {key === 'Closure' && 'Messages de cloture de ticket'}\r\n </p>\r\n </div>\r\n ))}\r\n </div>\r\n </section>\r\n\r\n {/* 5. Variables */}\r\n <section id=\"variables\" className=\"card p-6\">\r\n <h2 className=\"text-xl font-semibold mb-4 flex items-center gap-2\">\r\n <span className=\"w-8 h-8 rounded-full bg-[var(--color-primary-600)] text-white flex items-center justify-center text-sm font-bold\">5</span>\r\n Variables dynamiques\r\n </h2>\r\n <p className=\"text-[var(--text-secondary)] mb-4\">\r\n Les variables permettent de personnaliser automatiquement les templates avec les informations du ticket.\r\n Elles sont remplacees lors de l'insertion du template.\r\n </p>\r\n\r\n <div className=\"overflow-x-auto\">\r\n <table className=\"w-full text-sm\">\r\n <thead>\r\n <tr className=\"bg-[var(--bg-secondary)]\">\r\n <th className=\"text-left py-2 px-3 rounded-tl-lg\">Variable</th>\r\n <th className=\"text-left py-2 px-3 rounded-tr-lg\">Description</th>\r\n </tr>\r\n </thead>\r\n <tbody>\r\n {availableVariables.map((variable) => (\r\n <tr key={variable.name} className=\"border-b border-[var(--border-color)]\">\r\n <td className=\"py-2 px-3\">\r\n <code className=\"px-2 py-0.5 bg-[var(--bg-secondary)] rounded text-xs font-mono\">{variable.name}</code>\r\n </td>\r\n <td className=\"py-2 px-3 text-[var(--text-secondary)]\">{variable.description}</td>\r\n </tr>\r\n ))}\r\n </tbody>\r\n </table>\r\n </div>\r\n\r\n <div className=\"mt-4 p-4 bg-[var(--bg-secondary)] rounded-lg\">\r\n <h3 className=\"font-medium mb-2\">Exemple d'utilisation</h3>\r\n <div className=\"p-3 bg-[var(--bg-primary)] rounded border border-[var(--border-color)] font-mono text-sm\">\r\n <div>Bonjour <span className=\"text-purple-600\">{'{{userFirstName}}'}</span>,</div>\r\n <div className=\"mt-2\">Nous avons bien recu votre demande concernant \"<span className=\"text-purple-600\">{'{{ticketTitle}}'}</span>\" (ref: <span className=\"text-purple-600\">{'{{ticketNumber}}'}</span>).</div>\r\n <div className=\"mt-2\">Votre ticket a ete assigne a <span className=\"text-purple-600\">{'{{agentName}}'}</span> qui vous recontactera sous peu.</div>\r\n </div>\r\n <p className=\"text-sm text-[var(--text-secondary)] mt-2\">\r\n Les variables en violet seront remplacees par les valeurs reelles du ticket.\r\n </p>\r\n </div>\r\n </section>\r\n\r\n {/* 6. Operations CRUD */}\r\n <section id=\"crud\" className=\"card p-6\">\r\n <h2 className=\"text-xl font-semibold mb-4 flex items-center gap-2\">\r\n <span className=\"w-8 h-8 rounded-full bg-[var(--color-primary-600)] text-white flex items-center justify-center text-sm font-bold\">6</span>\r\n Operations disponibles\r\n </h2>\r\n\r\n <div className=\"grid grid-cols-1 md:grid-cols-2 gap-4\">\r\n <div className=\"p-4 rounded-lg bg-green-500/10 border border-green-500/20\">\r\n <div className=\"flex items-center gap-2 mb-2\">\r\n <Plus className=\"w-5 h-5 text-green-600\" />\r\n <h3 className=\"font-semibold text-green-600\">Creer</h3>\r\n </div>\r\n <p className=\"text-sm text-[var(--text-secondary)]\">\r\n Ouvre une modale avec le formulaire de creation: titre, categorie, contenu et ordre d'affichage.\r\n </p>\r\n </div>\r\n\r\n <div className=\"p-4 rounded-lg bg-blue-500/10 border border-blue-500/20\">\r\n <div className=\"flex items-center gap-2 mb-2\">\r\n <Edit className=\"w-5 h-5 text-blue-600\" />\r\n <h3 className=\"font-semibold text-blue-600\">Modifier</h3>\r\n </div>\r\n <p className=\"text-sm text-[var(--text-secondary)]\">\r\n Edition du template existant. Tous les champs sont modifiables.\r\n </p>\r\n </div>\r\n\r\n <div className=\"p-4 rounded-lg bg-purple-500/10 border border-purple-500/20\">\r\n <div className=\"flex items-center gap-2 mb-2\">\r\n <Copy className=\"w-5 h-5 text-purple-600\" />\r\n <h3 className=\"font-semibold text-purple-600\">Copier</h3>\r\n </div>\r\n <p className=\"text-sm text-[var(--text-secondary)]\">\r\n Copie le contenu du template dans le presse-papiers pour une utilisation immediate.\r\n </p>\r\n </div>\r\n\r\n <div className=\"p-4 rounded-lg bg-orange-500/10 border border-orange-500/20\">\r\n <div className=\"flex items-center gap-2 mb-2\">\r\n <EyeOff className=\"w-5 h-5 text-orange-600\" />\r\n <h3 className=\"font-semibold text-orange-600\">Activer/Desactiver</h3>\r\n </div>\r\n <p className=\"text-sm text-[var(--text-secondary)]\">\r\n Bascule l'etat du template. Les inactifs sont masques pour les agents.\r\n </p>\r\n </div>\r\n\r\n <div className=\"p-4 rounded-lg bg-red-500/10 border border-red-500/20 md:col-span-2\">\r\n <div className=\"flex items-center gap-2 mb-2\">\r\n <Trash2 className=\"w-5 h-5 text-red-600\" />\r\n <h3 className=\"font-semibold text-red-600\">Supprimer</h3>\r\n </div>\r\n <p className=\"text-sm text-[var(--text-secondary)]\">\r\n Supprime definitivement le template apres confirmation. Preferez la desactivation pour conserver l'historique.\r\n </p>\r\n </div>\r\n </div>\r\n\r\n {/* Maquette Modal */}\r\n <div className=\"mt-6\">\r\n <h3 className=\"font-medium mb-3\">Formulaire de creation/edition</h3>\r\n <div className=\"border border-[var(--border-color)] rounded-lg overflow-hidden\">\r\n <div className=\"p-4 border-b border-[var(--border-color)] flex items-center justify-between bg-[var(--bg-secondary)]\">\r\n <span className=\"font-semibold\">Create Template</span>\r\n <button className=\"p-1 hover:bg-[var(--bg-hover)] rounded\">×</button>\r\n </div>\r\n <div className=\"p-4 space-y-4\">\r\n <div>\r\n <label className=\"block text-sm font-medium mb-1\">Title *</label>\r\n <input type=\"text\" placeholder=\"Template title\" className=\"w-full p-2 border border-[var(--border-color)] rounded-lg\" readOnly />\r\n </div>\r\n <div className=\"grid grid-cols-2 gap-4\">\r\n <div>\r\n <label className=\"block text-sm font-medium mb-1\">Category *</label>\r\n <select className=\"w-full p-2 border border-[var(--border-color)] rounded-lg\">\r\n <option>Greeting</option>\r\n </select>\r\n </div>\r\n <div>\r\n <label className=\"block text-sm font-medium mb-1\">Display Order</label>\r\n <input type=\"number\" value=\"0\" className=\"w-full p-2 border border-[var(--border-color)] rounded-lg\" readOnly />\r\n </div>\r\n </div>\r\n <div>\r\n <label className=\"block text-sm font-medium mb-1\">Content *</label>\r\n <textarea rows={4} placeholder=\"Template content...\" className=\"w-full p-2 border border-[var(--border-color)] rounded-lg font-mono text-sm\" readOnly />\r\n </div>\r\n <div className=\"p-3 bg-[var(--bg-secondary)] rounded-lg\">\r\n <div className=\"text-sm font-medium mb-2\">Available Variables</div>\r\n <div className=\"flex flex-wrap gap-1\">\r\n {availableVariables.slice(0, 6).map((v) => (\r\n <button key={v.name} className=\"text-xs px-2 py-1 bg-[var(--bg-primary)] rounded border border-[var(--border-color)] font-mono\">\r\n {v.name}\r\n </button>\r\n ))}\r\n <span className=\"text-xs px-2 py-1 text-[var(--text-secondary)]\">+8 more</span>\r\n </div>\r\n </div>\r\n </div>\r\n <div className=\"p-4 border-t border-[var(--border-color)] flex justify-end gap-2 bg-[var(--bg-secondary)]\">\r\n <button className=\"px-4 py-2 border border-[var(--border-color)] rounded-lg\">Cancel</button>\r\n <button className=\"px-4 py-2 bg-[var(--color-primary-600)] text-white rounded-lg flex items-center gap-2\">\r\n <Save className=\"w-4 h-4\" />\r\n Create\r\n </button>\r\n </div>\r\n </div>\r\n </div>\r\n </section>\r\n\r\n {/* 7. 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Reference API */}\r\n <section id=\"api\" className=\"card p-6\">\r\n <h2 className=\"text-xl font-semibold mb-4 flex items-center gap-2\">\r\n <span className=\"w-8 h-8 rounded-full bg-[var(--color-primary-600)] text-white flex items-center justify-center text-sm font-bold\">8</span>\r\n Reference API\r\n </h2>\r\n\r\n <div className=\"overflow-x-auto\">\r\n <table className=\"w-full text-sm\">\r\n <thead>\r\n <tr className=\"bg-[var(--bg-secondary)]\">\r\n <th className=\"text-left py-2 px-3 rounded-tl-lg\">Methode</th>\r\n <th className=\"text-left py-2 px-3\">Endpoint</th>\r\n <th className=\"text-left py-2 px-3 rounded-tr-lg\">Description</th>\r\n </tr>\r\n </thead>\r\n <tbody>\r\n {apiEndpoints.map((endpoint, index) => (\r\n <tr key={index} className=\"border-b border-[var(--border-color)]\">\r\n <td className=\"py-2 px-3\">\r\n <span className={`px-2 py-0.5 rounded text-xs font-medium ${\r\n endpoint.method === 'GET' ? 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- {"version":3,"file":"SupportTemplatesDocPage-ajO-cHmK.cjs","sources":["../src/pages/system/docs/user/SupportTemplatesDocPage.tsx"],"sourcesContent":["import { Link } from 'react-router-dom';\r\nimport { useTranslation } from 'react-i18next';\r\nimport {\r\n FileText,\r\n ArrowRight,\r\n Shield,\r\n Search,\r\n Filter,\r\n Plus,\r\n Edit,\r\n Trash2,\r\n Eye,\r\n EyeOff,\r\n Copy,\r\n Save,\r\n Info,\r\n HelpCircle,\r\n MessageSquare,\r\n Variable,\r\n} from 'lucide-react';\r\n\r\nconst categoryConfig = {\r\n Greeting: { label: 'Salutation', color: 'bg-blue-500/10 text-blue-600' },\r\n Acknowledgment: { label: 'Accuse reception', color: 'bg-green-500/10 text-green-600' },\r\n RequestInfo: { label: 'Demande info', color: 'bg-yellow-500/10 text-yellow-600' },\r\n Resolution: { label: 'Resolution', color: 'bg-purple-500/10 text-purple-600' },\r\n Escalation: { label: 'Escalade', color: 'bg-orange-500/10 text-orange-600' },\r\n Closure: { label: 'Cloture', color: 'bg-gray-500/10 text-gray-600' },\r\n};\r\n\r\nconst mockTemplates = [\r\n { id: '1', title: 'Accuse de reception', category: 'Acknowledgment', content: 'Bonjour {{userFirstName}},\\n\\nNous avons bien recu votre demande concernant \"{{ticketTitle}}\"...', active: true, order: 1 },\r\n { id: '2', title: 'Demande de precision', category: 'RequestInfo', content: 'Bonjour {{userFirstName}},\\n\\nAfin de mieux traiter votre demande, pourriez-vous nous preciser...', active: true, order: 2 },\r\n { id: '3', title: 'Resolution standard', category: 'Resolution', content: 'Bonjour {{userFirstName}},\\n\\nVotre probleme a ete resolu. Voici la solution...', active: true, order: 3 },\r\n { id: '4', title: 'Escalade niveau 2', category: 'Escalation', content: 'Bonjour {{userFirstName}},\\n\\nVotre demande necessite une expertise supplementaire...', active: false, order: 4 },\r\n];\r\n\r\nconst availableVariables = [\r\n { name: '{{ticketNumber}}', description: 'Numero du ticket (ex: TKT-2024-001)' },\r\n { name: '{{ticketTitle}}', description: 'Titre du ticket' },\r\n { name: '{{userName}}', description: 'Nom complet du demandeur' },\r\n { name: '{{userFirstName}}', description: 'Prenom du demandeur' },\r\n { name: '{{userLastName}}', description: 'Nom de famille du demandeur' },\r\n { name: '{{userEmail}}', description: 'Email du demandeur' },\r\n { name: '{{priority}}', description: 'Priorite du ticket (Low/Medium/High/Critical)' },\r\n { name: '{{type}}', description: 'Type de ticket (Bug/Feature/Support/Question)' },\r\n { name: '{{status}}', description: 'Statut actuel du ticket' },\r\n { name: '{{agentName}}', description: 'Nom de l\\'agent assigne' },\r\n { name: '{{agentFirstName}}', description: 'Prenom de l\\'agent' },\r\n { name: '{{createdAt}}', description: 'Date de creation du ticket' },\r\n { name: '{{resolvedAt}}', description: 'Date de resolution' },\r\n { name: '{{resolution}}', description: 'Note de resolution' },\r\n];\r\n\r\nconst faqItems = [\r\n {\r\n question: 'Comment utiliser les variables dans un template ?',\r\n answer: 'Les variables sont encadrees par des doubles accolades {{variable}}. Lors de l\\'utilisation du template, elles sont automatiquement remplacees par les valeurs reelles du ticket. Cliquez sur une variable dans l\\'editeur pour l\\'inserer a la position du curseur.',\r\n },\r\n {\r\n question: 'Quelle est la difference entre actif et inactif ?',\r\n answer: 'Les templates inactifs ne sont pas visibles par les agents lors de la redaction de reponses. Utilisez cette fonctionnalite pour archiver des templates obsoletes sans les supprimer definitivement.',\r\n },\r\n {\r\n question: 'Comment organiser l\\'ordre d\\'affichage ?',\r\n answer: 'Le champ \"Display Order\" permet de definir l\\'ordre d\\'apparition des templates dans une meme categorie. Les templates avec un ordre plus bas apparaissent en premier.',\r\n },\r\n {\r\n question: 'Puis-je dupliquer un template existant ?',\r\n answer: 'Il n\\'y a pas de fonction de duplication directe. Copiez le contenu avec le bouton \"Copy\", creez un nouveau template et collez le contenu. Vous pouvez ensuite le modifier selon vos besoins.',\r\n },\r\n];\r\n\r\nconst apiEndpoints = [\r\n { method: 'GET', url: '/api/support/templates', description: 'Liste des templates (filtrable par categorie)' },\r\n { method: 'GET', url: '/api/support/templates/categories', description: 'Liste des categories disponibles' },\r\n { method: 'GET', url: '/api/support/templates/{id}', description: 'Detail d\\'un template' },\r\n { method: 'POST', url: '/api/support/templates', description: 'Creer un nouveau template' },\r\n { method: 'PUT', url: '/api/support/templates/{id}', description: 'Modifier un template' },\r\n { method: 'DELETE', url: '/api/support/templates/{id}', description: 'Supprimer un template' },\r\n { method: 'POST', url: '/api/support/templates/{id}/activate', description: 'Activer un template' },\r\n { method: 'POST', url: '/api/support/templates/{id}/deactivate', description: 'Desactiver un template' },\r\n];\r\n\r\nexport function SupportTemplatesDocPage() {\r\n const { t } = useTranslation('docs');\r\n\r\n return (\r\n <div className=\"space-y-8\">\r\n {/* Breadcrumb */}\r\n <div className=\"flex items-center gap-2 text-sm text-[var(--text-secondary)]\">\r\n <Link to=\"/system/docs\" className=\"hover:text-[var(--color-primary-600)]\">{t('breadcrumb.documentation')}</Link>\r\n <span>/</span>\r\n <Link to=\"/system/docs/user\" className=\"hover:text-[var(--color-primary-600)]\">{t('breadcrumb.user')}</Link>\r\n <span>/</span>\r\n <Link to=\"/system/docs/user/support\" className=\"hover:text-[var(--color-primary-600)]\">{t('breadcrumb.support')}</Link>\r\n <span>/</span>\r\n <span>{t('support.templates.title')}</span>\r\n </div>\r\n\r\n {/* Header */}\r\n <div>\r\n <h1 className=\"text-3xl font-bold mb-4 flex items-center gap-3\">\r\n <FileText className=\"w-8 h-8 text-[var(--color-primary-600)]\" />\r\n Templates de Reponse\r\n </h1>\r\n <p className=\"text-lg text-[var(--text-secondary)]\">\r\n Gestion des reponses pre-definies avec variables dynamiques pour accelerer le traitement des tickets.\r\n </p>\r\n <div className=\"mt-4 flex items-center gap-2\">\r\n <span className=\"px-3 py-1 text-xs rounded-full bg-teal-500/10 text-teal-600 border border-teal-500/20\">\r\n Configuration\r\n </span>\r\n <span className=\"px-3 py-1 text-xs rounded-full bg-purple-500/10 text-purple-600 border border-purple-500/20\">\r\n Variables\r\n </span>\r\n </div>\r\n </div>\r\n\r\n {/* Table des matieres */}\r\n <div className=\"card p-4 bg-[var(--bg-secondary)]\">\r\n <h2 className=\"font-semibold mb-3\">Table des matieres</h2>\r\n <nav className=\"grid grid-cols-2 md:grid-cols-4 gap-2 text-sm\">\r\n <a href=\"#introduction\" className=\"text-[var(--color-primary-600)] hover:underline\">1. Introduction</a>\r\n <a href=\"#access\" className=\"text-[var(--color-primary-600)] hover:underline\">2. Acces</a>\r\n <a href=\"#overview\" className=\"text-[var(--color-primary-600)] hover:underline\">3. Vue d'ensemble</a>\r\n <a href=\"#categories\" className=\"text-[var(--color-primary-600)] hover:underline\">4. Categories</a>\r\n <a href=\"#variables\" className=\"text-[var(--color-primary-600)] hover:underline\">5. Variables</a>\r\n <a href=\"#crud\" className=\"text-[var(--color-primary-600)] hover:underline\">6. Operations</a>\r\n <a href=\"#faq\" className=\"text-[var(--color-primary-600)] hover:underline\">7. FAQ</a>\r\n <a href=\"#api\" className=\"text-[var(--color-primary-600)] hover:underline\">8. Reference API</a>\r\n </nav>\r\n </div>\r\n\r\n {/* 1. Introduction */}\r\n <section id=\"introduction\" className=\"card p-6\">\r\n <h2 className=\"text-xl font-semibold mb-4 flex items-center gap-2\">\r\n <span className=\"w-8 h-8 rounded-full bg-[var(--color-primary-600)] text-white flex items-center justify-center text-sm font-bold\">1</span>\r\n Introduction\r\n </h2>\r\n <p className=\"text-[var(--text-secondary)] mb-4\">\r\n Les templates de reponse permettent aux agents de gagner du temps en utilisant des reponses\r\n pre-formatees. Les variables dynamiques sont remplacees automatiquement par les informations\r\n du ticket lors de l'insertion.\r\n </p>\r\n <div className=\"grid grid-cols-1 md:grid-cols-2 gap-4\">\r\n <div className=\"flex items-start gap-3\">\r\n <div className=\"w-8 h-8 rounded-full bg-blue-500/10 flex items-center justify-center flex-shrink-0\">\r\n <FileText className=\"w-4 h-4 text-blue-500\" />\r\n </div>\r\n <div>\r\n <div className=\"font-medium\">6 categories</div>\r\n <div className=\"text-sm text-[var(--text-secondary)]\">Organisation claire des templates</div>\r\n </div>\r\n </div>\r\n <div className=\"flex items-start gap-3\">\r\n <div className=\"w-8 h-8 rounded-full bg-purple-500/10 flex items-center justify-center flex-shrink-0\">\r\n <Variable className=\"w-4 h-4 text-purple-500\" />\r\n </div>\r\n <div>\r\n <div className=\"font-medium\">14 variables</div>\r\n <div className=\"text-sm text-[var(--text-secondary)]\">Personnalisation automatique</div>\r\n </div>\r\n </div>\r\n <div className=\"flex items-start gap-3\">\r\n <div className=\"w-8 h-8 rounded-full bg-green-500/10 flex items-center justify-center flex-shrink-0\">\r\n <Copy className=\"w-4 h-4 text-green-500\" />\r\n </div>\r\n <div>\r\n <div className=\"font-medium\">Copie rapide</div>\r\n <div className=\"text-sm text-[var(--text-secondary)]\">Un clic pour copier le contenu</div>\r\n </div>\r\n </div>\r\n <div className=\"flex items-start gap-3\">\r\n <div className=\"w-8 h-8 rounded-full bg-orange-500/10 flex items-center justify-center flex-shrink-0\">\r\n <EyeOff className=\"w-4 h-4 text-orange-500\" />\r\n </div>\r\n <div>\r\n <div className=\"font-medium\">Activation/Desactivation</div>\r\n <div className=\"text-sm text-[var(--text-secondary)]\">Archivage sans suppression</div>\r\n </div>\r\n </div>\r\n </div>\r\n </section>\r\n\r\n {/* 2. Acces */}\r\n <section id=\"access\" className=\"card p-6\">\r\n <h2 className=\"text-xl font-semibold mb-4 flex items-center gap-2\">\r\n <span className=\"w-8 h-8 rounded-full bg-[var(--color-primary-600)] text-white flex items-center justify-center text-sm font-bold\">2</span>\r\n Acces au module\r\n </h2>\r\n\r\n <div className=\"mb-4\">\r\n <div className=\"text-sm font-medium mb-2\">Navigation</div>\r\n <div className=\"flex items-center gap-2 text-sm bg-[var(--bg-secondary)] p-3 rounded-lg\">\r\n <span className=\"px-2 py-1 bg-[var(--bg-primary)] rounded\">Support</span>\r\n <ArrowRight className=\"w-4 h-4 text-[var(--text-tertiary)]\" />\r\n <span className=\"px-2 py-1 bg-[var(--color-primary-600)] text-white rounded\">Templates</span>\r\n </div>\r\n </div>\r\n\r\n <div className=\"mb-4\">\r\n <div className=\"text-sm font-medium mb-2\">URL directe</div>\r\n <code className=\"block p-3 bg-[var(--bg-secondary)] rounded-lg text-sm font-mono\">\r\n /support/templates\r\n </code>\r\n </div>\r\n\r\n <div>\r\n <div className=\"flex items-center gap-2 mb-2\">\r\n <Shield className=\"w-4 h-4 text-[var(--color-primary-600)]\" />\r\n <span className=\"text-sm font-medium\">Permissions requises</span>\r\n </div>\r\n <table className=\"w-full text-sm\">\r\n <thead>\r\n <tr className=\"bg-[var(--bg-secondary)]\">\r\n <th className=\"text-left py-2 px-3 rounded-tl-lg\">Action</th>\r\n <th className=\"text-left py-2 px-3 rounded-tr-lg\">Permission</th>\r\n </tr>\r\n </thead>\r\n <tbody>\r\n <tr className=\"border-b border-[var(--border-color)]\">\r\n <td className=\"py-2 px-3\">Voir les templates</td>\r\n <td className=\"py-2 px-3\"><code className=\"text-xs bg-[var(--bg-secondary)] px-2 py-0.5 rounded\">support.templates.read</code></td>\r\n </tr>\r\n <tr className=\"border-b border-[var(--border-color)]\">\r\n <td className=\"py-2 px-3\">Creer un template</td>\r\n <td className=\"py-2 px-3\"><code className=\"text-xs bg-[var(--bg-secondary)] px-2 py-0.5 rounded\">support.templates.create</code></td>\r\n </tr>\r\n <tr className=\"border-b border-[var(--border-color)]\">\r\n <td className=\"py-2 px-3\">Modifier un template</td>\r\n <td className=\"py-2 px-3\"><code className=\"text-xs bg-[var(--bg-secondary)] px-2 py-0.5 rounded\">support.templates.update</code></td>\r\n </tr>\r\n <tr>\r\n <td className=\"py-2 px-3\">Supprimer un template</td>\r\n <td className=\"py-2 px-3\"><code className=\"text-xs bg-[var(--bg-secondary)] px-2 py-0.5 rounded\">support.templates.delete</code></td>\r\n </tr>\r\n </tbody>\r\n </table>\r\n </div>\r\n </section>\r\n\r\n {/* 3. Vue d'ensemble - Maquette */}\r\n <section id=\"overview\" className=\"card p-6\">\r\n <h2 className=\"text-xl font-semibold mb-4 flex items-center gap-2\">\r\n <span className=\"w-8 h-8 rounded-full bg-[var(--color-primary-600)] text-white flex items-center justify-center text-sm font-bold\">3</span>\r\n Vue d'ensemble\r\n </h2>\r\n <p className=\"text-[var(--text-secondary)] mb-4\">\r\n L'interface affiche les templates en grille de cartes avec filtrage par categorie et recherche.\r\n </p>\r\n\r\n {/* Maquette */}\r\n <div className=\"border border-[var(--border-color)] rounded-lg overflow-hidden\">\r\n {/* Header */}\r\n <div className=\"p-4 border-b border-[var(--border-color)] flex items-center justify-between\">\r\n <div>\r\n <div className=\"flex items-center gap-2\">\r\n <FileText className=\"w-5 h-5\" />\r\n <span className=\"font-bold\">Response Templates</span>\r\n </div>\r\n <div className=\"text-sm text-[var(--text-secondary)]\">Manage pre-defined response templates for tickets</div>\r\n </div>\r\n <button className=\"px-4 py-2 bg-[var(--color-primary-600)] text-white rounded-lg flex items-center gap-2 text-sm\">\r\n <Plus className=\"w-4 h-4\" />\r\n New Template\r\n </button>\r\n </div>\r\n\r\n {/* Filters */}\r\n <div className=\"p-4 border-b border-[var(--border-color)] bg-[var(--bg-secondary)]\">\r\n <div className=\"flex items-center gap-4\">\r\n <div className=\"flex-1 relative\">\r\n <Search className=\"absolute left-3 top-1/2 -translate-y-1/2 w-4 h-4 text-[var(--text-secondary)]\" />\r\n <input\r\n type=\"text\"\r\n placeholder=\"Search templates...\"\r\n className=\"w-full pl-10 pr-4 py-2 border border-[var(--border-color)] rounded-lg bg-[var(--bg-primary)]\"\r\n readOnly\r\n />\r\n </div>\r\n <div className=\"flex items-center gap-2\">\r\n <Filter className=\"w-4 h-4 text-[var(--text-secondary)]\" />\r\n <select className=\"px-3 py-2 border border-[var(--border-color)] rounded-lg bg-[var(--bg-primary)]\">\r\n <option>All Categories</option>\r\n <option>Greeting</option>\r\n <option>Acknowledgment</option>\r\n <option>Request Info</option>\r\n </select>\r\n </div>\r\n <label className=\"flex items-center gap-2 text-sm\">\r\n <input type=\"checkbox\" className=\"rounded\" />\r\n Show Inactive\r\n </label>\r\n </div>\r\n </div>\r\n\r\n {/* Templates Grid */}\r\n <div className=\"p-4 grid grid-cols-1 md:grid-cols-2 gap-4\">\r\n {mockTemplates.map((template) => (\r\n <div key={template.id} className={`p-4 border border-[var(--border-color)] rounded-lg ${!template.active ? 'opacity-60' : ''}`}>\r\n <div className=\"flex items-start justify-between mb-3\">\r\n <span className={`text-xs px-2 py-1 rounded font-medium ${categoryConfig[template.category as keyof typeof categoryConfig]?.color}`}>\r\n {categoryConfig[template.category as keyof typeof categoryConfig]?.label}\r\n </span>\r\n <div className=\"flex items-center gap-1\">\r\n {!template.active && <span className=\"text-xs text-red-500 mr-2\">Inactive</span>}\r\n <button className=\"p-1 hover:bg-[var(--bg-secondary)] rounded\"><Copy className=\"w-3.5 h-3.5\" /></button>\r\n <button className=\"p-1 hover:bg-[var(--bg-secondary)] rounded\"><Edit className=\"w-3.5 h-3.5\" /></button>\r\n <button className=\"p-1 hover:bg-[var(--bg-secondary)] rounded\">{template.active ? <EyeOff className=\"w-3.5 h-3.5\" /> : <Eye className=\"w-3.5 h-3.5\" />}</button>\r\n <button className=\"p-1 hover:bg-[var(--bg-secondary)] rounded text-red-500\"><Trash2 className=\"w-3.5 h-3.5\" /></button>\r\n </div>\r\n </div>\r\n <h3 className=\"font-semibold mb-2\">{template.title}</h3>\r\n <p className=\"text-sm text-[var(--text-secondary)] line-clamp-2 whitespace-pre-wrap\">{template.content}</p>\r\n <div className=\"mt-3 pt-3 border-t border-[var(--border-color)] flex items-center justify-between text-xs text-[var(--text-secondary)]\">\r\n <span>Order: {template.order}</span>\r\n <span>Updated: 09/01/2026</span>\r\n </div>\r\n </div>\r\n ))}\r\n </div>\r\n </div>\r\n </section>\r\n\r\n {/* 4. Categories */}\r\n <section id=\"categories\" className=\"card p-6\">\r\n <h2 className=\"text-xl font-semibold mb-4 flex items-center gap-2\">\r\n <span className=\"w-8 h-8 rounded-full bg-[var(--color-primary-600)] text-white flex items-center justify-center text-sm font-bold\">4</span>\r\n Categories de templates\r\n </h2>\r\n <p className=\"text-[var(--text-secondary)] mb-4\">\r\n Les templates sont organises en 6 categories correspondant aux differentes etapes du cycle de vie d'un ticket.\r\n </p>\r\n\r\n <div className=\"grid grid-cols-1 md:grid-cols-2 lg:grid-cols-3 gap-4\">\r\n {Object.entries(categoryConfig).map(([key, config]) => (\r\n <div key={key} className={`p-4 rounded-lg ${config.color}`}>\r\n <h3 className=\"font-semibold mb-2\">{config.label}</h3>\r\n <p className=\"text-sm opacity-80\">\r\n {key === 'Greeting' && 'Messages de bienvenue et d\\'introduction'}\r\n {key === 'Acknowledgment' && 'Accuses de reception des demandes'}\r\n {key === 'RequestInfo' && 'Demandes d\\'informations complementaires'}\r\n {key === 'Resolution' && 'Messages de resolution de probleme'}\r\n {key === 'Escalation' && 'Notifications d\\'escalade'}\r\n {key === 'Closure' && 'Messages de cloture de ticket'}\r\n </p>\r\n </div>\r\n ))}\r\n </div>\r\n </section>\r\n\r\n {/* 5. Variables */}\r\n <section id=\"variables\" className=\"card p-6\">\r\n <h2 className=\"text-xl font-semibold mb-4 flex items-center gap-2\">\r\n <span className=\"w-8 h-8 rounded-full bg-[var(--color-primary-600)] text-white flex items-center justify-center text-sm font-bold\">5</span>\r\n Variables dynamiques\r\n </h2>\r\n <p className=\"text-[var(--text-secondary)] mb-4\">\r\n Les variables permettent de personnaliser automatiquement les templates avec les informations du ticket.\r\n Elles sont remplacees lors de l'insertion du template.\r\n </p>\r\n\r\n <div className=\"overflow-x-auto\">\r\n <table className=\"w-full text-sm\">\r\n <thead>\r\n <tr className=\"bg-[var(--bg-secondary)]\">\r\n <th className=\"text-left py-2 px-3 rounded-tl-lg\">Variable</th>\r\n <th className=\"text-left py-2 px-3 rounded-tr-lg\">Description</th>\r\n </tr>\r\n </thead>\r\n <tbody>\r\n {availableVariables.map((variable) => (\r\n <tr key={variable.name} className=\"border-b border-[var(--border-color)]\">\r\n <td className=\"py-2 px-3\">\r\n <code className=\"px-2 py-0.5 bg-[var(--bg-secondary)] rounded text-xs font-mono\">{variable.name}</code>\r\n </td>\r\n <td className=\"py-2 px-3 text-[var(--text-secondary)]\">{variable.description}</td>\r\n </tr>\r\n ))}\r\n </tbody>\r\n </table>\r\n </div>\r\n\r\n <div className=\"mt-4 p-4 bg-[var(--bg-secondary)] rounded-lg\">\r\n <h3 className=\"font-medium mb-2\">Exemple d'utilisation</h3>\r\n <div className=\"p-3 bg-[var(--bg-primary)] rounded border border-[var(--border-color)] font-mono text-sm\">\r\n <div>Bonjour <span className=\"text-purple-600\">{'{{userFirstName}}'}</span>,</div>\r\n <div className=\"mt-2\">Nous avons bien recu votre demande concernant \"<span className=\"text-purple-600\">{'{{ticketTitle}}'}</span>\" (ref: <span className=\"text-purple-600\">{'{{ticketNumber}}'}</span>).</div>\r\n <div className=\"mt-2\">Votre ticket a ete assigne a <span className=\"text-purple-600\">{'{{agentName}}'}</span> qui vous recontactera sous peu.</div>\r\n </div>\r\n <p className=\"text-sm text-[var(--text-secondary)] mt-2\">\r\n Les variables en violet seront remplacees par les valeurs reelles du ticket.\r\n </p>\r\n </div>\r\n </section>\r\n\r\n {/* 6. Operations CRUD */}\r\n <section id=\"crud\" className=\"card p-6\">\r\n <h2 className=\"text-xl font-semibold mb-4 flex items-center gap-2\">\r\n <span className=\"w-8 h-8 rounded-full bg-[var(--color-primary-600)] text-white flex items-center justify-center text-sm font-bold\">6</span>\r\n Operations disponibles\r\n </h2>\r\n\r\n <div className=\"grid grid-cols-1 md:grid-cols-2 gap-4\">\r\n <div className=\"p-4 rounded-lg bg-green-500/10 border border-green-500/20\">\r\n <div className=\"flex items-center gap-2 mb-2\">\r\n <Plus className=\"w-5 h-5 text-green-600\" />\r\n <h3 className=\"font-semibold text-green-600\">Creer</h3>\r\n </div>\r\n <p className=\"text-sm text-[var(--text-secondary)]\">\r\n Ouvre une modale avec le formulaire de creation: titre, categorie, contenu et ordre d'affichage.\r\n </p>\r\n </div>\r\n\r\n <div className=\"p-4 rounded-lg bg-blue-500/10 border border-blue-500/20\">\r\n <div className=\"flex items-center gap-2 mb-2\">\r\n <Edit className=\"w-5 h-5 text-blue-600\" />\r\n <h3 className=\"font-semibold text-blue-600\">Modifier</h3>\r\n </div>\r\n <p className=\"text-sm text-[var(--text-secondary)]\">\r\n Edition du template existant. Tous les champs sont modifiables.\r\n </p>\r\n </div>\r\n\r\n <div className=\"p-4 rounded-lg bg-purple-500/10 border border-purple-500/20\">\r\n <div className=\"flex items-center gap-2 mb-2\">\r\n <Copy className=\"w-5 h-5 text-purple-600\" />\r\n <h3 className=\"font-semibold text-purple-600\">Copier</h3>\r\n </div>\r\n <p className=\"text-sm text-[var(--text-secondary)]\">\r\n Copie le contenu du template dans le presse-papiers pour une utilisation immediate.\r\n </p>\r\n </div>\r\n\r\n <div className=\"p-4 rounded-lg bg-orange-500/10 border border-orange-500/20\">\r\n <div className=\"flex items-center gap-2 mb-2\">\r\n <EyeOff className=\"w-5 h-5 text-orange-600\" />\r\n <h3 className=\"font-semibold text-orange-600\">Activer/Desactiver</h3>\r\n </div>\r\n <p className=\"text-sm text-[var(--text-secondary)]\">\r\n Bascule l'etat du template. Les inactifs sont masques pour les agents.\r\n </p>\r\n </div>\r\n\r\n <div className=\"p-4 rounded-lg bg-red-500/10 border border-red-500/20 md:col-span-2\">\r\n <div className=\"flex items-center gap-2 mb-2\">\r\n <Trash2 className=\"w-5 h-5 text-red-600\" />\r\n <h3 className=\"font-semibold text-red-600\">Supprimer</h3>\r\n </div>\r\n <p className=\"text-sm text-[var(--text-secondary)]\">\r\n Supprime definitivement le template apres confirmation. Preferez la desactivation pour conserver l'historique.\r\n </p>\r\n </div>\r\n </div>\r\n\r\n {/* Maquette Modal */}\r\n <div className=\"mt-6\">\r\n <h3 className=\"font-medium mb-3\">Formulaire de creation/edition</h3>\r\n <div className=\"border border-[var(--border-color)] rounded-lg overflow-hidden\">\r\n <div className=\"p-4 border-b border-[var(--border-color)] flex items-center justify-between bg-[var(--bg-secondary)]\">\r\n <span className=\"font-semibold\">Create Template</span>\r\n <button className=\"p-1 hover:bg-[var(--bg-hover)] rounded\">×</button>\r\n </div>\r\n <div className=\"p-4 space-y-4\">\r\n <div>\r\n <label className=\"block text-sm font-medium mb-1\">Title *</label>\r\n <input type=\"text\" placeholder=\"Template title\" className=\"w-full p-2 border border-[var(--border-color)] rounded-lg\" readOnly />\r\n </div>\r\n <div className=\"grid grid-cols-2 gap-4\">\r\n <div>\r\n <label className=\"block text-sm font-medium mb-1\">Category *</label>\r\n <select className=\"w-full p-2 border border-[var(--border-color)] rounded-lg\">\r\n <option>Greeting</option>\r\n </select>\r\n </div>\r\n <div>\r\n <label className=\"block text-sm font-medium mb-1\">Display Order</label>\r\n <input type=\"number\" value=\"0\" className=\"w-full p-2 border border-[var(--border-color)] rounded-lg\" readOnly />\r\n </div>\r\n </div>\r\n <div>\r\n <label className=\"block text-sm font-medium mb-1\">Content *</label>\r\n <textarea rows={4} placeholder=\"Template content...\" className=\"w-full p-2 border border-[var(--border-color)] rounded-lg font-mono text-sm\" readOnly />\r\n </div>\r\n <div className=\"p-3 bg-[var(--bg-secondary)] rounded-lg\">\r\n <div className=\"text-sm font-medium mb-2\">Available Variables</div>\r\n <div className=\"flex flex-wrap gap-1\">\r\n {availableVariables.slice(0, 6).map((v) => (\r\n <button key={v.name} className=\"text-xs px-2 py-1 bg-[var(--bg-primary)] rounded border border-[var(--border-color)] font-mono\">\r\n {v.name}\r\n </button>\r\n ))}\r\n <span className=\"text-xs px-2 py-1 text-[var(--text-secondary)]\">+8 more</span>\r\n </div>\r\n </div>\r\n </div>\r\n <div className=\"p-4 border-t border-[var(--border-color)] flex justify-end gap-2 bg-[var(--bg-secondary)]\">\r\n <button className=\"px-4 py-2 border border-[var(--border-color)] rounded-lg\">Cancel</button>\r\n <button className=\"px-4 py-2 bg-[var(--color-primary-600)] text-white rounded-lg flex items-center gap-2\">\r\n <Save className=\"w-4 h-4\" />\r\n Create\r\n </button>\r\n </div>\r\n </div>\r\n </div>\r\n </section>\r\n\r\n {/* 7. FAQ */}\r\n <section id=\"faq\" className=\"card p-6\">\r\n <h2 className=\"text-xl font-semibold mb-4 flex items-center gap-2\">\r\n <span className=\"w-8 h-8 rounded-full bg-[var(--color-primary-600)] text-white flex items-center justify-center text-sm font-bold\">7</span>\r\n <HelpCircle className=\"w-5 h-5\" />\r\n Questions frequentes\r\n </h2>\r\n\r\n <div className=\"space-y-4\">\r\n {faqItems.map((item) => (\r\n <div key={item.question} className=\"p-4 bg-[var(--bg-secondary)] rounded-lg\">\r\n <div className=\"flex items-start gap-3\">\r\n <MessageSquare className=\"w-5 h-5 text-[var(--color-primary-600)] flex-shrink-0 mt-0.5\" />\r\n <div>\r\n <h4 className=\"font-medium mb-2\">{item.question}</h4>\r\n <p className=\"text-sm text-[var(--text-secondary)]\">{item.answer}</p>\r\n </div>\r\n </div>\r\n </div>\r\n ))}\r\n </div>\r\n </section>\r\n\r\n {/* 8. Reference API */}\r\n <section id=\"api\" className=\"card p-6\">\r\n <h2 className=\"text-xl font-semibold mb-4 flex items-center gap-2\">\r\n <span className=\"w-8 h-8 rounded-full bg-[var(--color-primary-600)] text-white flex items-center justify-center text-sm font-bold\">8</span>\r\n Reference API\r\n </h2>\r\n\r\n <div className=\"overflow-x-auto\">\r\n <table className=\"w-full text-sm\">\r\n <thead>\r\n <tr className=\"bg-[var(--bg-secondary)]\">\r\n <th className=\"text-left py-2 px-3 rounded-tl-lg\">Methode</th>\r\n <th className=\"text-left py-2 px-3\">Endpoint</th>\r\n <th className=\"text-left py-2 px-3 rounded-tr-lg\">Description</th>\r\n </tr>\r\n </thead>\r\n <tbody>\r\n {apiEndpoints.map((endpoint, index) => (\r\n <tr key={index} className=\"border-b border-[var(--border-color)]\">\r\n <td className=\"py-2 px-3\">\r\n <span className={`px-2 py-0.5 rounded text-xs font-medium ${\r\n endpoint.method === 'GET' ? 'bg-green-500/10 text-green-600' :\r\n endpoint.method === 'POST' ? 'bg-yellow-500/10 text-yellow-600' :\r\n endpoint.method === 'PUT' ? 'bg-blue-500/10 text-blue-600' :\r\n 'bg-red-500/10 text-red-600'\r\n }`}>\r\n {endpoint.method}\r\n </span>\r\n </td>\r\n <td className=\"py-2 px-3 font-mono text-xs\">{endpoint.url}</td>\r\n <td className=\"py-2 px-3 text-[var(--text-secondary)]\">{endpoint.description}</td>\r\n </tr>\r\n ))}\r\n </tbody>\r\n </table>\r\n </div>\r\n </section>\r\n\r\n {/* Info box */}\r\n <div className=\"p-4 rounded-lg bg-blue-500/10 border border-blue-500/20 flex items-start gap-3\">\r\n <Info className=\"w-5 h-5 text-blue-600 flex-shrink-0 mt-0.5\" />\r\n <div>\r\n <div className=\"font-medium text-blue-600\">Pour aller plus loin</div>\r\n <p className=\"text-sm text-[var(--text-secondary)]\">\r\n Consultez la documentation \"Configuration Escalade\" pour automatiser les notifications lors de depassements SLA.\r\n </p>\r\n </div>\r\n </div>\r\n\r\n {/* Navigation */}\r\n <div className=\"flex justify-between pt-6 border-t border-[var(--border-color)]\">\r\n <Link\r\n 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