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View detail from support

Lets you open an existing ticket from Ticket management, a direct URL or a notification to review reporter, context, attachments, status and the full conversation without modifying it.

In this article

The support view centralises the review of existing tickets for leads with a system permission. It helps understand what a user reported, in which organisation or location it happened, which attachments they provided and how the conversation has evolved.

This guide covers only the read-only review. Replying to the ticket or changing its status belongs to separate actions within the same screen.

Before you start

  • Authenticated session in Antylogic.
  • System permission `user-reports:manage`.
  • An existing ticket, selectable from `/support-requests` or accessible with a valid `reportId` at `/support-requests/{reportId}`.

Instructions

  1. 1.

    Open Ticket management

    Enter from the user menu with Ticket management, open a support notification or navigate directly to `/support-requests/{reportId}`. If `user-reports:manage` is missing, the screen indicates that you do not have permission and loads neither inbox nor detail.

  2. 2.

    Select the ticket

    From `/support-requests`, choose a card from the side inbox. If you enter with `/support-requests/{reportId}`, the screen opens that ticket directly; if there is no `reportId`, it selects the first available result.

  3. 3.

    Review header and context

    Check title, reporter, type, status, dates and organisation or location context. In a prepared GB capture, the expected context is Harbor Demo Group and Harbor Soho.

  4. 4.

    Read the conversation

    Review the original description and the later messages in chronological order. The first entry corresponds to the initial report and the persisted replies are added afterwards.

  5. 5.

    Check attachments

    Open an attachment only when it is needed to understand the case. The UI previews it where applicable or opens/downloads it through the authenticated files endpoint.

  6. 6.

    Close the review without changes

    Keep the action in read-only mode: do not reply, do not change the status and do not use mutation controls if the goal is only to review the detail.

Validations and limits

  • The `/support-requests/{reportId}` route requires an authenticated session and the system permission `user-reports:manage`.
  • `GET /api/app/support-requests/{reportId}` accepts no payload; other methods return `metodo no permitido`.
  • The `reportId` is normalised with `trim()` before querying the repository.
  • The implemented statuses are `open`, `in_progress`, `resolved` and `closed`; the types are `bug`, `improvement` and `other`.
  • Non-existent attachments are omitted during hydration; if an attachment cannot be opened, the UI shows an error notice.
  • The route can be opened with no active organisation or location, but that does not replace the system permission.

Expected result

The lead can review the full ticket, with context and attachments, without producing replies, status changes or notifications.

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