This page documents all enum-like union types used for categorizing and tracking tickets. These types are defined in projects/shared/src/models/ticket.model.ts.
TicketStatus
Represents the current lifecycle stage of a ticket.
export type TicketStatus =
| 'ABIERTO'
| 'EN_PROCESO'
| 'PAUSADO'
| 'RESUELTO'
| 'CANCELADO'
| 'CERRADO';
| Value | Label | Description |
|---|
ABIERTO | Abierto | The ticket has been submitted and is waiting to be picked up by an agent. This is the default status on creation. |
EN_PROCESO | En proceso | An agent has taken ownership and is actively working on the ticket. |
PAUSADO | Pausado | Work on the ticket is temporarily on hold, for example while waiting on a response from the requester or a third party. |
RESUELTO | Resuelto | The issue has been addressed and a resolution has been provided to the requester. |
CANCELADO | Cancelado | The ticket was closed without resolution, typically because it was a duplicate, out of scope, or withdrawn by the requester. |
CERRADO | Cerrado | The ticket has been fully closed after resolution was confirmed or the review period elapsed. |
The TicketStatus type uses EN_PROCESO (underscore) as the canonical TypeScript value. However, the admin ticket detail form maps this to 'EN PROCESO' (with a space) before sending it in update payloads to POST /api/tickets/:id/actualizar. If you integrate with this endpoint directly, use 'EN PROCESO' (space) as the estado value.
TicketTipo
Classifies the nature of the request submitted by the requester.
export type TicketTipo =
| 'PETICION'
| 'QUEJA'
| 'RECLAMO'
| 'SUGERENCIA'
| 'INCIDENTE'
| 'SOLICITUD'
| 'CONSULTA';
| Value | Label | Description |
|---|
PETICION | Petición | A general request for a service or action. |
QUEJA | Queja | A complaint about a service, product, or experience. |
RECLAMO | Reclamo | A formal claim or dispute requiring a resolution or response. |
SUGERENCIA | Sugerencia | Feedback or a recommendation for improvement. |
INCIDENTE | Incidente | An unexpected event or failure that disrupts normal operations. |
SOLICITUD | Solicitud | A formal request, typically for access, resources, or approvals. |
CONSULTA | Consulta | An informational inquiry that does not require a service action. |
TicketPrioridad
Indicates the urgency of the ticket and determines the SLA time allocated.
export type TicketPrioridad =
| 'BAJA'
| 'MEDIA'
| 'ALTA'
| 'URGENTE';
| Value | Label | Description | SLA implication |
|---|
BAJA | Baja | Low urgency. The issue has minimal impact on operations. | Longest resolution window. |
MEDIA | Media | Standard urgency. The default priority when none is specified. | Standard SLA window. |
ALTA | Alta | High urgency. The issue significantly impacts one or more users or processes. | Reduced SLA window. |
URGENTE | Urgente | Critical urgency. The issue blocks operations or affects a large number of users. | Shortest SLA window; escalated immediately. |
The slaHoras field on the Ticket object reflects the number of hours allocated based on the assigned priority. Use fechaLimiteSla to determine the exact deadline.
Area options
The area field on a ticket indicates which department is responsible for handling it. The following values are supported by the admin interface.
const areaOptions = [
{ value: 'SISTEMAS', label: 'Sistemas' },
{ value: 'SOPORTE TÉCNICO', label: 'Soporte técnico' },
{ value: 'REDES', label: 'Redes' },
{ value: 'INFRAESTRUCTURA', label: 'Infraestructura' },
{ value: 'DESARROLLO', label: 'Desarrollo' },
{ value: 'MESA DE AYUDA', label: 'Mesa de ayuda' },
];
| Value | Label | Description |
|---|
SISTEMAS | Sistemas | General IT systems team. |
SOPORTE TÉCNICO | Soporte técnico | Technical support for end-user issues. |
REDES | Redes | Networking infrastructure team. |
INFRAESTRUCTURA | Infraestructura | Servers, hardware, and platform infrastructure. |
DESARROLLO | Desarrollo | Software development team. |
MESA DE AYUDA | Mesa de ayuda | The central help desk. Default area when none is specified. |
When no area is specified on ticket creation, the system defaults to MESA DE AYUDA.