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The Support Tickets module (Soportes) gives Corpen staff a structured workflow for reporting, routing, and resolving internal and member-facing issues. Tickets move through configurable states, can carry file attachments stored in S3, and trigger email notifications when escalated. An automatic closure rule shuts tickets that have been in the En Revisión state for more than five consecutive days.

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Route Group

All routes share the /soportes prefix and require the auth middleware. 
Route::middleware('auth')
    ->prefix('soportes')
    ->name('soportes.')
    ->group(function () {
        // ...
    });

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Sub-resources

Tickets

Route::resource('soportes', ScpSoporteController::class) — main ticket CRUD at /soportes/soportes. Parameters alias: scpSoporte.

States

Route::resource('estados', ScpEstadoController::class) — ticket lifecycle states (Sin Asignar, En Proceso, En Revisión, Cerrado).

Priorities

Route::resource('prioridades', ScpPrioridadController::class) — priority levels (Alta, Media, Baja) that control badge colour in the UI.

Types & Sub-types

Route::resource('tipos', ScpTipoController::class) and Route::resource('subtipos', ScpSubTipoController::class) — two-level classification of issue nature.

Categories

Route::resource('categorias', ScpCategoriaController::class) — top-level grouping; types are filtered by category via GET /soportes/tipos/filtro/{categoria}.

Observation Types

Route::resource('tipoObservaciones', ScpTipoObservacionController::class) — classifies internal notes (e.g. Escalamiento triggers the email flow).

Observations

POST /soportes/soportes/{scpSoporte}/observaciones — internal notes and state transitions. Owned by ScpSoporteController@storeObservacion.

Board Parameters

GET /soportes/tablero — ScpTableroParametroController@index renders a paginated admin panel covering all configuration entities.

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Additional routes

RouteController methodDescription
GET /soportes/estadisticasScpEstadisticaController@indexTicket statistics dashboard
GET /soportes/estadisticas/dataScpEstadisticaController@getDashboardDataAJAX JSON for chart rendering
GET /soportes/notificacionesScpSoporteController@getNotificacionesBell-icon count for the navbar
GET /soportes/notificaciones/detalladasScpSoporteController@getNotificacionesDetalladasFull breakdown by state
GET /soportes/sin-asignarScpSoporteController@sinAsignarUnassigned ticket queue
GET /soportes/pendientesScpSoporteController@pendientesPending ticket view
GET /soportes/descargar/{id}ScpSoporteController@descargarSoporteDownload ticket attachment (S3 signed URL, 2 min)
GET /soportes/ver/{id}ScpSoporteController@verSoporteView ticket attachment inline (S3 signed URL, 5 min)
GET /soportes/enviar-correo-escalado/{id}ScpNotificacionController@enviarCorreoEscaladoManual escalation email re-send
GET /soportes/subtipos/filtro/{tipo}ScpSoporteController@getSubTiposAJAX: sub-types for a given type
GET /soportes/tipos/filtro/{categoria}ScpSoporteController@getTiposByCategoriaAJAX: types for a given category

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Ticket Lifecycle

1

Create a ticket

Navigate to GET /soportes/soportes/create. The form loads categories, types, priorities, and users from their respective catalogs. The controller pre-computes the next ticket ID for display.Submit to POST /soportes/soportes with the following required fields:
// Validation rules from ScpSoporteController@store
'detalles_soporte'       => 'required|string',
'id_categoria'           => 'required|exists:scp_categorias,id',
'id_scp_tipo'            => 'required|exists:scp_tipos,id',
'id_scp_sub_tipo'        => 'required|exists:scp_sub_tipos,id',
'id_scp_prioridad'       => 'required|exists:scp_prioridads,id',
'id_users'               => 'required|exists:users,id',
// Optional
'id_gdo_cargo'           => 'nullable|integer|exists:gdo_cargo,id',
'id_cre_lineas_creditos'  => 'nullable|integer|exists:cre_lineas_creditos,id',
'soporte'                => 'nullable|file|mimes:pdf,jpeg,jpg,png|max:10240',
'usuario_escalado'       => 'nullable|string|max:100',
A new ticket is created with estado = 1 (Sin Asignar). File attachments are uploaded to S3 under corpentunida/soportes/usuario_{id}/{year}/{month}/.
2

Review and assign

Open the ticket via GET /soportes/soportes/{scpSoporte} (show action). Managers can assign an agent using POST /soportes/{scpSoporte}/asignar or change state directly via POST /soportes/{scpSoporte}/cambiar-estado.Dynamic AJAX selects cascade category → type → sub-type to keep the forms consistent:
GET /soportes/tipos/filtro/{categoriaId}
GET /soportes/subtipos/filtro/{tipoId}
3

Add an observation

Post an internal note at POST /soportes/soportes/{scpSoporte}/observaciones. Every observation simultaneously updates the ticket state:
// ScpSoporteController@storeObservacion validation
'observacion'               => 'required|string',
'id_scp_estados'            => 'required|exists:scp_estados,id',
'id_tipo_observacion'       => 'required|exists:scp_tipo_observacions,id',
'id_scp_usuario_asignado'   => 'nullable|integer|exists:scp_usuarios,id',
'calcification'             => 'nullable|integer|min:1|max:5',
The calcification field accepts a 1–5 satisfaction score and is stored on the observation record.
4

Escalate

Set id_tipo_observacion to the observation type named Escalamiento (type ID 3) and provide id_scp_usuario_asignado. The controller sends two emails via SoporteEscaladoMail:
  • One to the escalated user’s corporate email.
  • One to the original ticket creator.
The usuario_escalado field on the ticket is updated to track who currently owns it.
5

Close the ticket

Change the state to Cerrado (estado 4) through a new observation. If the ticket remains in En Revisión (estado 3) for five or more days, ScpSoporteController@cerrarTicketAutomatico will close it automatically and create a system observation:
Cierre automático del soporte después de 5 días en estado "En Revisión".
This method is called at the start of every index() request.

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Board Parameters (Admin Panel)

GET /soportes/tablero (requires candirect:soporte.lista.administrador) renders a single paginated administration view managed by ScpTableroParametroController: 
// ScpTableroParametroController@index
$usuarios        = ScpUsuario::with('maeTercero')->paginate(5, ['*'], 'usuarios_page');
$categorias      = ScpCategoria::paginate(5, ['*'], 'categorias_page');
$tipos           = ScpTipo::paginate(5, ['*'], 'tipos_page');
$subTipos        = ScpSubTipo::paginate(5, ['*'], 'subtipos_page');
$estados         = ScpEstado::paginate(5, ['*'], 'estados_page');
$prioridades     = ScpPrioridad::paginate(5, ['*'], 'prioridades_page');
$tiposObservacion = ScpTipoObservacion::paginate(5, ['*'], 'observaciones_page');
Each section uses an independent pagination query parameter so the admin can page through users without resetting the type list.

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Notification Bell

The navbar notification bell calls GET /soportes/notificaciones which returns the count of open (non-closed) tickets for the authenticated user, including tickets escalated to them via the scp_usuarios table. For a detailed breakdown by state, GET /soportes/notificaciones/detalladas returns grouped JSON: 
{
  "sinAsignar_count": 3,
  "enProceso_count": 1,
  "revision_count": 2,
  "cerrados_count": 10,
  "total": 6,
  "sinAsignar": [...],
  "enProceso": [...],
  "revision": [...],
  "cerrados": [...]
}
The soportesEscalados relationship on the User model ties a user to all tickets where scp_soportes.usuario_escalado matches their ScpUsuario record:
// User.php
public function soportesEscalados()
{
    return $this->hasMany(ScpSoporte::class, 'usuario_escalado', 'id');
}
Note that usuario_escalado stores the scp_usuarios.id (not users.id), so queries involving escalation always join through scp_usuarios first.

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