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TicketsService is part of the shared library (projects/shared/src/lib/tickets.service.ts) and is injectable at the root level — you do not need to add it to any module’s providers array.
The service currently targets http://127.0.0.1:8000/api/tickets. The production URL (https://back-helpdesk-dmep.onrender.com) is commented out in the source. To switch to production, uncomment the baseUrl line for the Render deployment and comment out the localhost line in tickets.service.ts.

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Method summary

MethodHTTPDescription
createPOST /api/tickets/crearSubmit a new ticket
consultarPOST /api/tickets/consultarLook up a ticket from the public portal
dashboardGET /api/tickets/dashboardList all tickets for the admin dashboard
getByIdGET /api/tickets/:idFetch a single ticket with its history
dashboardMetricasGET /api/tickets/dashboard-metricasFetch aggregated KPI metrics
actualizarPOST /api/tickets/:id/actualizarUpdate status, priority, area, or response
asignarPOST /api/tickets/:id/asignarAssign a ticket to an agent
transferirPOST /api/tickets/:id/transferirTransfer a ticket to a new area or agent
reclasificarPOST /api/tickets/:id/reclasificarChange priority and category
pausarPOST /api/tickets/:id/pausarPause an active ticket
reabrirPOST /api/tickets/:id/reabrirReopen a closed or paused ticket
cancelarPOST /api/tickets/:id/cancelarCancel a ticket (user or agent)
archivarPOST /api/tickets/:id/archivarArchive a resolved ticket

​
Source

import { Injectable, inject } from '@angular/core';
import { HttpClient } from '@angular/common/http';
import { Observable } from 'rxjs';

import {
  TicketCreatePayload,
  TicketCreateResponse,
  TicketConsultaPayload,
  TicketConsultaResponse,
  TicketMDA,
} from '../models/ticket.model';

@Injectable({
  providedIn: 'root',
})
export class TicketsService {
  private readonly http = inject(HttpClient);
  // private readonly baseUrl = 'https://back-helpdesk-dmep.onrender.com';
  private readonly baseUrl = 'http://127.0.0.1:8000/api/tickets';

  create(payload: TicketCreatePayload): Observable<TicketCreateResponse> {
    return this.http.post<TicketCreateResponse>(`${this.baseUrl}/crear`, payload);
  }

  consultar(payload: TicketConsultaPayload): Observable<TicketConsultaResponse> {
    return this.http.post<TicketConsultaResponse>(`${this.baseUrl}/consultar`, payload);
  }

  dashboard(): Observable<TicketMDA[]> {
    return this.http.get<TicketMDA[]>(`${this.baseUrl}/dashboard`);
  }

  getById(ticketId: string): Observable<any> {
    return this.http.get<any>(`${this.baseUrl}/${ticketId}`);
  }

  dashboardMetricas(): Observable<any[]> {
    return this.http.get<any[]>(`${this.baseUrl}/dashboard-metricas`);
  }

  actualizar(
    ticketId: string,
    payload: {
      estado: string;
      prioridad: string;
      area: string;
      respuesta: string;
    }
  ): Observable<{ message: string }> {
    return this.http.post<{ message: string }>(
      `${this.baseUrl}/${ticketId}/actualizar`,
      payload
    );
  }

  asignar(ticketId: string, agenteId: string, motivo: string): Observable<{ message: string }> {
    return this.http.post<{ message: string }>(`${this.baseUrl}/${ticketId}/asignar`, {
      agenteId,
      motivo,
    });
  }

  transferir(
    ticketId: string,
    nuevaArea: string,
    agenteId: string,
    motivo: string
  ): Observable<{ message: string }> {
    return this.http.post<{ message: string }>(`${this.baseUrl}/${ticketId}/transferir`, {
      nuevaArea,
      agenteId,
      motivo,
    });
  }

  reclasificar(
    ticketId: string,
    nuevaPrioridad: string,
    nuevaCategoria: string,
    motivo: string
  ): Observable<{ message: string }> {
    return this.http.post<{ message: string }>(`${this.baseUrl}/${ticketId}/reclasificar`, {
      nuevaPrioridad,
      nuevaCategoria,
      motivo,
    });
  }

  pausar(ticketId: string, motivo: string): Observable<{ message: string }> {
    return this.http.post<{ message: string }>(`${this.baseUrl}/${ticketId}/pausar`, {
      motivo,
    });
  }

  reabrir(ticketId: string, motivo: string): Observable<{ message: string }> {
    return this.http.post<{ message: string }>(`${this.baseUrl}/${ticketId}/reabrir`, {
      motivo,
    });
  }

  cancelar(ticketId: string, motivo: string, rol: 'USUARIO' | 'AGENTE'): Observable<{ message: string }> {
    return this.http.post<{ message: string }>(`${this.baseUrl}/${ticketId}/cancelar`, {
      motivo,
      rol,
    });
  }

  archivar(ticketId: string, motivo: string): Observable<{ message: string }> {
    return this.http.post<{ message: string }>(
      `${this.baseUrl}/${ticketId}/archivar`,
      { motivo }
    );
  }
}

​
Methods

​
create

create(payload: TicketCreatePayload): Observable<TicketCreateResponse>
Submits a new support ticket. Used by the public-facing portal when an end user opens a request. HTTP: POST /api/tickets/crear Parameters
​
payload
TicketCreatePayload
required
The ticket creation payload. See Ticket model for all fields.
Returns: Observable<TicketCreateResponse> — includes the new ticket’s UUID, label, SLA hours, and SLA deadline. See TicketCreateResponse. Usage example 
const payload: TicketCreatePayload = {
  nombre: 'Ana García',
  email: '[email protected]',
  tipo: 'PETICION',
  categoria: 'Soporte técnico',
  descripcion: 'No puedo acceder al sistema desde ayer.',
  prioridad: 'MEDIA',
};

this.ticketsService.create(payload).subscribe({
  next: (res) => console.log('Ticket creado:', res.ticketLabel),
  error: (err) => console.error(err),
});

​
consultar

consultar(payload: TicketConsultaPayload): Observable<TicketConsultaResponse>
Looks up a ticket by label and email. Used by the public portal so end users can track the status of their own tickets without logging in. HTTP: POST /api/tickets/consultar Parameters
​
payload
TicketConsultaPayload
required
Must contain the ticket label and the email used when the ticket was created. See TicketConsultaPayload.
Returns: Observable<TicketConsultaResponse> — contains the public ticket view and its history. See TicketConsultaResponse.

​
dashboard

dashboard(): Observable<TicketMDA[]>
Retrieves all tickets for the admin dashboard list view. Each item includes computed SLA fields (horasRestantes, slaVencido) and the assigned agent’s name. HTTP: GET /api/tickets/dashboard Parameters: None. Returns: Observable<TicketMDA[]> — array of tickets with admin-level SLA metadata. See TicketMDA.

​
getById

getById(ticketId: string): Observable<any>
Fetches a single ticket by its UUID, including the full activity history. HTTP: GET /api/tickets/:id Parameters
​
ticketId
string
required
UUID of the ticket to retrieve.
Returns: Observable<any> — ticket detail object with a historial array of activity entries.

​
dashboardMetricas

dashboardMetricas(): Observable<any[]>
Returns aggregated ticket metrics for the KPI dashboard. Use this to populate summary cards showing totals by status, priority, or area. HTTP: GET /api/tickets/dashboard-metricas Parameters: None. Returns: Observable<any[]> — array of metric objects from the backend.

​
actualizar

actualizar(
  ticketId: string,
  payload: { estado: string; prioridad: string; area: string; respuesta: string }
): Observable<{ message: string }>
Updates the status, priority, area assignment, or agent response for a ticket. HTTP: POST /api/tickets/:id/actualizar Parameters
​
ticketId
string
required
UUID of the ticket to update.
​
estado
string
required
New status value. See TicketStatus for valid values.
​
prioridad
string
required
New priority level.
​
area
string
required
Area to assign the ticket to.
​
respuesta
string
required
Agent response text to attach to the ticket.
Returns: Observable<{ message: string }>

​
asignar

asignar(ticketId: string, agenteId: string, motivo: string): Observable<{ message: string }>
Assigns a ticket to a specific agent. HTTP: POST /api/tickets/:id/asignar Parameters
​
ticketId
string
required
UUID of the ticket to assign.
​
agenteId
string
required
UUID of the agent to assign the ticket to.
​
motivo
string
required
Reason for the assignment. Recorded in the ticket history.
Returns: Observable<{ message: string }>

​
transferir

transferir(
  ticketId: string,
  nuevaArea: string,
  agenteId: string,
  motivo: string
): Observable<{ message: string }>
Transfers a ticket to a different area and optionally reassigns it to a new agent. HTTP: POST /api/tickets/:id/transferir Parameters
​
ticketId
string
required
UUID of the ticket to transfer.
​
nuevaArea
string
required
The destination area.
​
agenteId
string
required
UUID of the agent in the destination area.
​
motivo
string
required
Reason for the transfer. Recorded in the ticket history.
Returns: Observable<{ message: string }>

​
reclasificar

reclasificar(
  ticketId: string,
  nuevaPrioridad: string,
  nuevaCategoria: string,
  motivo: string
): Observable<{ message: string }>
Changes the priority and category of a ticket. HTTP: POST /api/tickets/:id/reclasificar Parameters
​
ticketId
string
required
UUID of the ticket to reclassify.
​
nuevaPrioridad
string
required
New priority level. See TicketPrioridad for valid values.
​
nuevaCategoria
string
required
New category string.
​
motivo
string
required
Reason for reclassification. Recorded in the ticket history.
Returns: Observable<{ message: string }>

​
pausar

pausar(ticketId: string, motivo: string): Observable<{ message: string }>
Pauses an active ticket, changing its status to PAUSADO. HTTP: POST /api/tickets/:id/pausar Parameters
​
ticketId
string
required
UUID of the ticket to pause.
​
motivo
string
required
Reason for pausing. Recorded in the ticket history.
Returns: Observable<{ message: string }>

​
reabrir

reabrir(ticketId: string, motivo: string): Observable<{ message: string }>
Reopens a closed or paused ticket. HTTP: POST /api/tickets/:id/reabrir Parameters
​
ticketId
string
required
UUID of the ticket to reopen.
​
motivo
string
required
Reason for reopening. Recorded in the ticket history.
Returns: Observable<{ message: string }>

​
cancelar

cancelar(ticketId: string, motivo: string, rol: 'USUARIO' | 'AGENTE'): Observable<{ message: string }>
Cancels a ticket. The rol parameter tells the backend whether the action was taken by the end user or an agent, which may affect business rules and audit logging. HTTP: POST /api/tickets/:id/cancelar Parameters
​
ticketId
string
required
UUID of the ticket to cancel.
​
motivo
string
required
Reason for cancellation. Recorded in the ticket history.
​
rol
'USUARIO' | 'AGENTE'
required
The role of the actor performing the cancellation. Pass 'USUARIO' when the end user cancels their own ticket; pass 'AGENTE' when a help desk agent cancels it.
Returns: Observable<{ message: string }>

​
archivar

archivar(ticketId: string, motivo: string): Observable<{ message: string }>
Archives a resolved ticket, removing it from the active dashboard. HTTP: POST /api/tickets/:id/archivar Parameters
​
ticketId
string
required
UUID of the ticket to archive.
​
motivo
string
required
Reason for archiving. Recorded in the ticket history.
Returns: Observable<{ message: string }>

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