The tickets list is your central hub for monitoring and managing all support tickets. You reach it at the /tickets route and it is labelled Consola de Gestión in the header.
Data source
The list fetches all tickets from:
GET /api/tickets/dashboard
TicketMDA model. The list reloads automatically after any archive operation.
Table columns
Each row in the table represents one ticket. The following columns are shown:
| Column | Field | Description |
|---|
| Referencia | label | Human-readable ticket ID (e.g., TKT-00042) with an SLA status dot |
| Tipo Caso / Solicitante | categoria / correo | Category on top, requester email below |
| Prioridad | prioridad | Color-coded badge: ALTA, MEDIA, or BAJA |
| Estado | estado | Current status code (e.g., EN_PROCESO, RESUELTO) |
| Asignación | area | The area the ticket is assigned to |
| Último Mov. | actualizadoEn | Date and time of the last change, formatted dd/MM/yy HH:mm:ss |
| Acciones | — | Gestionar (open detail) and Archivar (archive) buttons |
SLA status dot
Every row in the Referencia column shows a colored dot next to the ticket label:
| Color | Condition |
|---|
Red (urgent) | vencido: true — SLA has already expired |
Red (urgent) | horasRestantes ≤ 2 — fewer than 2 hours remaining |
Yellow (warning) | horasRestantes ≤ 8 — between 2 and 8 hours remaining |
Green (ok) | More than 8 hours remaining |
Xh restantes for active ones.
Use the Estado filter and select a status combined with the SLA dot color to quickly surface overdue tickets. You can also filter by SLA vencido visually — any row showing a red dot and status other than RESUELTO or CERRADO needs immediate attention.
Filtering and search
The toolbar above the table provides five independent filters. All filters apply simultaneously and update the list in real time as you type or change a selection.
| Filter | Input type | Matches against |
|---|
| ID | Text input | Ticket label or UUID (case-insensitive, partial match) |
| Search | Text input | Requester email (correo) or category (categoria) |
| Estado | Dropdown | Ticket status; options: TODOS, PENDIENTE, EN_PROCESO, RESUELTO, ARCHIVADO |
| Prioridad | Dropdown | Priority; options: TODAS, ALTA, MEDIA, BAJA |
| Área | Dropdown | Assigned area; options: Todas, Sistemas, Soporte técnico, Redes, Infraestructura, Desarrollo, Mesa de ayuda |
Role-based filtering
If your account has the AREA role, the Área filter is pre-set to your area and is disabled — you can only see tickets assigned to your area. Users with the ADMIN or MESA role can see and filter across all areas.
Opening a ticket
Click the Gestionar button (settings icon) on any row to navigate to the ticket detail page at /tickets/:id. You must have permission to access the ticket:
ADMIN and MESA roles can open any ticket.AREA role users can only open tickets assigned to their area.
If you try to open a ticket you don’t have access to, a snack bar notification informs you.
Archiving a ticket
Click the Archivar button (box icon) on a row to archive it directly from the list. The action sends:
POST /api/tickets/:id/archivar
{ "motivo": "Archivado desde la consola de gestión" }