deskhub/desktop/src/app.js

'use strict';
// Mac und Linux: normaler Fensterrahmen statt eigener Titelleiste (nur Windows hat sie)
if (!/Windows/i.test(navigator.userAgent)) document.documentElement.classList.add('native-frame');
// append() soll null/false/Arrays wie h() behandeln (sonst erscheint der Text "null")
const _append = Element.prototype.append;
Element.prototype.append = function (...a) { return _append.apply(this, a.flat(Infinity).filter((x) => x != null && x !== false)); };
const $app = document.getElementById('app');
const state = { staff: null, meta: null, since: '', badge: 0, page: 'dashboard', timers: [] };

// ─── Helfer ──────────────────────────────────────────────────────────────────
function h(tag, attrs, ...kids) {
  const el = document.createElement(tag);
  for (const [k, v] of Object.entries(attrs || {})) {
    if (v === false || v == null) continue;
    if (k === 'class') el.className = v;
    else if (k === 'color') el.style.setProperty('background', v);
    else if (k.startsWith('on')) el.addEventListener(k.slice(2), v);
    else if (k === 'value') el.value = v;
    else if (k === 'checked' || k === 'disabled' || k === 'selected') el[k] = !!v;
    else el.setAttribute(k, v);
  }
  for (const kid of kids.flat()) if (kid != null && kid !== false) el.append(kid.nodeType ? kid : document.createTextNode(String(kid)));
  return el;
}
const clear = (el) => { while (el.firstChild) el.removeChild(el.firstChild); return el; };
const can = (p) => state.staff && (state.staff.role === 'admin' || state.staff.permissions?.[p] === true);
const isAdmin = () => state.staff?.role === 'admin';

function toast(msg, error) {
  const t = document.getElementById('toast');
  t.textContent = msg; t.className = 'toast' + (error ? ' error' : '');
  clearTimeout(toast.t); toast.t = setTimeout(() => t.classList.add('hidden'), error ? 5000 : 2500);
}
async function api(path, opts = {}) {
  const r = await window.deskhub.api({ path, ...opts });
  if (r.error) {
    const down = r.error.code === 'NETWORK' || [502, 503, 504].includes(r.error.status);
    if (down) setOffline(true);
    const e = new Error(down ? 'Keine Verbindung zum Server. Es wird automatisch erneut versucht.' : r.error.message);
    e.code = r.error.code; e.status = r.error.status; e.offline = down; throw e;
  }
  if (state.offline) setOffline(false);
  // Änderungen an Tickets (antworten, Status, Zuweisung): Zähler bald neu holen, damit er sofort stimmt
  if (/^(ticket_message|ticket_update|ticket_spam|ticket_collaborators)\.php/.test(path) && opts.method === 'POST' && typeof pollSoon === 'function') pollSoon();
  return r.data;
}

// ─── Verbindungsstatus & Systemhinweise (Banner unter der Kopfleiste) ───────
function setOffline(on) {
  if (state.offline === on) return;
  state.offline = on;
  clearTimeout(state.retryTimer);
  if (on) { state.retryIn = 10; state.retryTimer = setTimeout(retryTick, 1000); }
  else { toast('Verbindung wiederhergestellt'); if (state.staff) go(state.page, state.arg); }
  paintBanners();
}
async function retryNow() {
  state.retryIn = 10; paintBanners();
  try { await api('me.php'); } catch { /* Banner bleibt, Zähler läuft weiter */ }
}
function retryTick() {
  if (!state.offline) return;
  state.retryIn -= 1;
  if (state.retryIn <= 0) { retryNow().finally(() => { if (state.offline) state.retryTimer = setTimeout(retryTick, 1000); }); return; }
  paintBanners(); state.retryTimer = setTimeout(retryTick, 1000);
}
function paintBanners() {
  const box = document.getElementById('banners'); if (!box) return;
  clear(box);
  if (state.offline) {
    box.append(h('div', { class: 'banner error' }, h('span', { class: 'grow' }, `Keine Verbindung zum Server – nächster Versuch in ${state.retryIn || 10} s. Bereits geladene Daten sind eventuell veraltet.`),
      h('button', { class: 'btn ghost sm', onclick: retryNow }, 'Jetzt erneut versuchen')));
  }
  const u = state.update;
  if (u?.available) {
    box.append(h('div', { class: 'banner warn' },
      h('span', { class: 'grow' }, u.busy ? `Update ${u.version} wird geladen … ${u.pct || 0} %` : `Update verfügbar: DeskHub ${u.version} (installiert: ${u.current}).${u.notes ? ' ' + u.notes : ''}`),
      u.busy ? null : h('button', { class: 'btn sm', onclick: installUpdate }, 'Jetzt aktualisieren'),
      u.busy ? null : h('button', { class: 'btn ghost sm', onclick: () => { state.update = { ...u, dismissed: u.version, available: false }; paintBanners(); } }, 'Später')));
  }
  for (const i of state.health || []) box.append(h('div', { class: 'banner ' + (i.level === 'error' ? 'error' : 'warn') }, h('span', { class: 'grow' }, (i.level === 'error' ? 'Störung: ' : 'Hinweis: ') + i.message)));
}
const post = (path, body) => api(path, { method: 'POST', body });

// ─── Programm-Update: beim Start und danach alle 6 Stunden prüfen, Banner mit Button ───────────────────────
async function checkUpdate() {
  try {
    const r = await window.deskhub.updateCheck();
    if (r.error || !r.data?.packaged || state.update?.busy) return;
    const d = r.data;
    state.update = { ...d, available: d.available && state.update?.dismissed !== d.version, dismissed: state.update?.dismissed };
    paintBanners();
  } catch { /* Update-Prüfung ist optional */ }
}
async function installUpdate() {
  state.update = { ...state.update, busy: true, pct: 0 }; paintBanners();
  const r = await window.deskhub.updateInstall();
  if (r.error) { state.update = { ...state.update, busy: false }; paintBanners(); toast(r.error.message, true); }
}
window.deskhub.onUpdateProgress((pct) => { if (state.update?.busy) { state.update.pct = pct; paintBanners(); } });
/** E-Mail-Abruf von Hand (wie der Knopf in der Ticketliste der Weboberfläche). */
async function fetchMailNow(btn) {
  const old = btn.textContent;
  btn.disabled = true; btn.textContent = tr('⏳ Abruf läuft …');
  try {
    const r = await post('mail_fetch.php', {});
    toast(r.message, r.level === 'error');
  } catch (e) { toast(e.message, true); }
  finally { btn.disabled = false; btn.textContent = old; }
}
async function run(fn, okMsg) {
  try { const r = await fn(); if (okMsg) toast(okMsg); return r; }
  catch (e) { toast(e.message, true); return undefined; }
}
const fmtDate = (s) => s ? new Date(s.replace(' ', 'T')).toLocaleString(window.I18N?.locale || 'de-DE', { dateStyle: 'short', timeStyle: 'short' }) : '';
const textToHtml = (t) => '<p>' + t.replace(/&/g, '&amp;').replace(/</g, '&lt;').replace(/>/g, '&gt;').split(/\n{2,}/).map((p) => p.replace(/\n/g, '<br>')).join('</p><p>') + '</p>';
const statusInfo = (v) => state.meta?.statuses.find((s) => s.value === v) || { label: v, color: '#64748b' };

function modal(title, bodyEl, buttons) {
  const bg = h('div', { class: 'modal-bg' });
  const close = () => bg.remove();
  bg.append(h('div', { class: 'modal' }, h('h2', {}, title), bodyEl,
    h('div', { class: 'row', style: null }, ...(buttons || []).map((b) => h('button', { class: 'btn ' + (b.cls || ''), onclick: () => b.fn(close) }, b.label)),
      h('button', { class: 'btn ghost', onclick: close }, 'Abbrechen'))));
  bg.addEventListener('mousedown', (e) => { if (e.target === bg) close(); });
  document.body.append(bg);
  return close;
}

// ─── Login ───────────────────────────────────────────────────────────────────
async function showLogin(prefillUrl) {
  clear($app);
  document.body.classList.remove('in-app');
  const url = h('input', { placeholder: 'https://support.example.de', value: prefillUrl || localStorage.getItem('serverUrl') || '' });
  const email = h('input', { type: 'email', placeholder: 'mitarbeiter@firma.de' });
  const pw = h('input', { type: 'password' });
  const totp = h('input', { placeholder: '6-stelliger Code', maxlength: 6 });
  const totpRow = h('div', { class: 'hidden' }, h('label', {}, 'Authenticator-Code'), totp);
  const err = h('div', { class: 'err' });
  const btn = h('button', { class: 'btn', type: 'submit' }, 'Anmelden');
  const form = h('form', {}, h('label', {}, 'Server-Adresse'), url, h('label', {}, 'E-Mail'), email, h('label', {}, 'Passwort'), pw, totpRow, err, h('div', { class: 'row' }, btn));
  form.addEventListener('submit', async (e) => {
    e.preventDefault(); btn.disabled = true; err.textContent = '';
    const r = await window.deskhub.login({ serverUrl: url.value, email: email.value, password: pw.value, totpCode: totp.value });
    btn.disabled = false;
    if (r.error) { err.textContent = r.error; return; }
    if (r.requiresTotp) { totpRow.classList.remove('hidden'); totp.focus(); err.textContent = 'Bitte Authenticator-Code eingeben.'; return; }
    localStorage.setItem('serverUrl', url.value);
    state.serverUrl = (await window.deskhub.session())?.serverUrl || '';
    await startApp(r.staff, null, state.serverUrl);
  });
  $app.append(h('div', { class: 'login' }, h('div', { class: 'card' }, h('div', { class: 'login-lang' }, window.I18N.switcher()), h('h1', {}, 'DeskHub'), h('div', { class: 'muted' }, 'Mitarbeiter-Anmeldung'), form)));
  (url.value ? email : url).focus();
}

// ─── App-Rahmen ──────────────────────────────────────────────────────────────
const adminSections = () => ADMIN.filter((s) => (s.admin ? isAdmin() : can(s.perm)));
const NAV = [['dashboard', 'home', 'Übersicht'], ['tickets', 'ticket', 'Tickets'], ['tasks', 'check', 'Aufgaben'], ['customers', 'users', 'Kunden'], ['chat', 'chat', 'Team-Chat']];

// Schlichte Linien-Icons (inline SVG, CSP-sicher über createElementNS)
const ICONS = {
  home: 'M3 11l9-8 9 8M5 10v10h5v-6h4v6h5V10',
  ticket: 'M3 9a2 2 0 002-2V5h14v2a2 2 0 002 2v2a2 2 0 00-2 2v2a2 2 0 002 2v2H5v-2a2 2 0 00-2-2v-2a2 2 0 002-2V9z M9 8v2 M9 14v2',
  check: 'M4 12l5 5L20 6',
  users: 'M16 11a4 4 0 10-8 0 4 4 0 008 0 M3 20c0-3.3 4-5 9-5s9 1.7 9 5',
  chat: 'M4 5h16v11H9l-5 4V5z',
  bubble: 'M21 12a8 8 0 01-11.6 7.1L4 20l1.1-4.6A8 8 0 1121 12z',
  dot: 'M12 12m-4 0a4 4 0 108 0 4 4 0 10-8 0',
  gear: 'M12 15a3 3 0 100-6 3 3 0 000 6z M19 12a7 7 0 00-.1-1.2l2-1.5-2-3.4-2.3 1a7 7 0 00-2-1.2L14.2 3h-4.4l-.4 2.7a7 7 0 00-2 1.2l-2.3-1-2 3.4 2 1.5A7 7 0 005 12c0 .4 0 .8.1 1.2l-2 1.5 2 3.4 2.3-1a7 7 0 002 1.2l.4 2.7h4.4l.4-2.7a7 7 0 002-1.2l2.3 1 2-3.4-2-1.5c.1-.4.1-.8.1-1.2z',
  sliders: 'M4 6h10 M18 6h2 M4 12h4 M12 12h8 M4 18h12 M20 18h0 M14 4v4 M8 10v4 M16 16v4',
  search: 'M11 4a7 7 0 100 14 7 7 0 000-14z M21 21l-4.3-4.3',
  chart: 'M4 20V10 M10 20V4 M16 20v-7 M22 20H2',
};
function icon(name) {
  const NS = 'http://www.w3.org/2000/svg';
  const svg = document.createElementNS(NS, 'svg'); svg.setAttribute('viewBox', '0 0 24 24'); svg.setAttribute('aria-hidden', 'true');
  for (const d of (ICONS[name] || ICONS.dot).split(' M').map((x, i) => (i ? 'M' + x : x))) { const path = document.createElementNS(NS, 'path'); path.setAttribute('d', d); svg.appendChild(path); }
  return svg;
}
const initials = (name) => (name || '?').split(/\s+/).filter(Boolean).slice(0, 2).map((w) => w[0].toUpperCase()).join('');

// Schneller Start: Oberfläche sofort aus dem Zwischenspeicher aufbauen, Serverdaten danach im Hintergrund erneuern.
const metaKey = (url) => 'meta:' + url;
async function startApp(staff, cachedMeta, serverUrl) {
  state.staff = staff;
  checkUpdate(); clearInterval(state.updateTimer); state.updateTimer = setInterval(checkUpdate, 6 * 3600 * 1000);
  state.since = ''; state.badge = 0; state.knownIds = null;
  if (!state.prefs) state.prefs = await window.deskhub.settings();
  applyTheme();
  const fresh = (async () => {
    try {
      const m = await api('metadata.php');
      const changed = !state.meta || JSON.stringify(m.staff.permissions) !== JSON.stringify(state.meta.staff.permissions) || m.liveChatEnabled !== state.meta.liveChatEnabled;
      state.meta = m; state.staff = m.staff; state.health = m.health || [];
      store.set(metaKey(`${serverUrl}:${staff.id}`), m);
      return changed;
    } catch (e) { toast(e.message, true); return false; }
  })();
  if (cachedMeta) {
    state.meta = cachedMeta; state.staff = cachedMeta.staff;
    renderShell(); go('dashboard'); schedulePoll(0);
    if (await fresh) { renderShell(); go(state.page, state.arg); }
  } else {
    await fresh; renderShell(); go('dashboard'); schedulePoll(0);
  }
}

// Design: "system" folgt der Windows-Einstellung (und reagiert live auf Wechsel), sonst fest Hell/Dunkel.
const darkQuery = window.matchMedia('(prefers-color-scheme: dark)');
function applyTheme() {
  const pref = state.prefs?.theme || 'system';
  document.documentElement.dataset.theme = pref === 'system' ? (darkQuery.matches ? 'dark' : 'light') : pref;
}
darkQuery.addEventListener('change', () => applyTheme());

function renderShell() {
  clear($app);
  document.body.classList.add('in-app');
  const items = [...NAV];
  if (state.meta?.liveChatEnabled) items.push(['livechat', 'bubble', 'Live-Chat']);
  if (can('view_reports')) items.push(['reports', 'chart', 'Berichte']);
  items.push(['availability', 'dot', 'Verfügbarkeit']);
  if (adminSections().length) items.push(['admin', 'sliders', 'Verwaltung']);
  const top = h('header', { class: 'topbar' },
    h('div', { class: 'brand' }, h('span', { class: 'logo' }, 'D'), 'DeskHub'),
    can('create_ticket') ? h('button', { class: 'btn ok', onclick: () => go('newticket') }, 'Neues Ticket') : null,
    can('fetch_mail') ? h('button', { class: 'btn ghost sm', title: tr('Ruft neue E-Mails aus den Postfächern ab'), onclick: (e) => fetchMailNow(e.currentTarget) }, tr('📥 E-Mails abrufen')) : null,
    h('button', { class: 'searchbtn', onclick: openPalette }, h('span', { class: 'nl' }, icon('search'), 'Ticket, Kunde oder Bereich suchen…'), h('kbd', {}, 'Strg K')),
    h('div', { class: 'spacer' }),
    window.I18N.switcher(),
    h('div', { class: 'who' }, h('div', { class: 'avatar' }, initials(state.staff.name)),
      h('div', {}, h('div', { class: 'name' }, state.staff.name), h('div', { class: 'role' }, state.staff.role === 'admin' ? 'Administrator' : 'Mitarbeiter'))),
    h('button', { class: 'btn ghost sm', onclick: doLogout }, 'Abmelden'));
  const navBtn = ([k, ic, label]) => h('button', { class: 'nav', 'data-page': k, onclick: () => go(k) }, h('span', { class: 'nl' }, icon(ic), label), k === 'tickets' ? h('span', { class: 'badge hidden', id: 'badge' }) : null);
  const teamKeys = new Set(['availability', 'admin']);
  const work = items.filter(([k]) => !teamKeys.has(k)), team = items.filter(([k]) => teamKeys.has(k));
  const side = h('nav', { class: 'side' },
    ...work.map(navBtn),
    team.length ? h('div', { class: 'navsep' }) : null,
    ...team.map(navBtn),
    h('div', { class: 'spacer' }),
    h('button', { class: 'nav', 'data-page': 'settings', onclick: () => go('settings') }, h('span', { class: 'nl' }, icon('gear'), 'Einstellungen')));
  $app.append(h('div', { class: 'shell' }, top, side, h('div', { class: 'mainwrap' }, h('div', { id: 'banners' }), h('main', { class: 'main', id: 'main' }))));
  paintBanners();
}

const PAGE_GROUP = { ticket: 'tickets', newticket: 'tickets' };
const VIEWS_BY_PAGE = () => ({ dashboard: vDashboard, tickets: vTickets, ticket: vTicket, newticket: vNewTicket, tasks: vTasks, customers: vCustomers,
  chat: vChat, reports: vReports, livechat: vLiveChat, availability: vAvailability, admin: vAdmin, settings: vSettings });

function go(page, arg) {
  state.page = page; state.arg = arg;
  for (const n of document.querySelectorAll('.nav')) n.classList.toggle('active', n.dataset.page === (PAGE_GROUP[page] || page));
  state.timers.filter((t) => t.page).forEach((t) => clearInterval(t.id));
  state.timers = state.timers.filter((t) => !t.page);
  const main = clear(document.getElementById('main'));
  main.scrollTop = 0;
  const view = VIEWS_BY_PAGE()[page];
  if (!view) return;
  Promise.resolve(view(main, arg)).then(() => { if (page === 'ticket') pollSoon(); }).catch((e) => main.append(h('div', { class: 'warnbox' }, e.message)));
}
window.addEventListener('focus', () => { if (state.staff) pollActivity(); }); // beim Zurückkehren zum Fenster sofort den aktuellen Stand holen
function every(ms, fn) { const id = setInterval(fn, ms); state.timers.push({ id, page: true }); }

async function doLogout() {
  clearTimeout(state.pollTimer);
  await window.deskhub.logout();
  state.timers.forEach((t) => clearInterval(t.id ?? t)); state.timers = []; state.staff = null;
  window.deskhub.badge(0, null); state.knownIds = null;
  showLogin();
}

// ─── Benachrichtigungen & Zähler ────────────────────────────────────────────
function badgeImage(n) {
  const c = document.createElement('canvas'); c.width = c.height = 32;
  const g = c.getContext('2d');
  g.fillStyle = '#ef4444'; g.beginPath(); g.arc(16, 16, 15, 0, Math.PI * 2); g.fill();
  g.fillStyle = '#fff'; g.font = 'bold 20px Segoe UI, sans-serif'; g.textAlign = 'center'; g.textBaseline = 'middle';
  g.fillText(n > 99 ? '99+' : String(n), 16, 17);
  return c.toDataURL('image/png');
}
function paintBadge() {
  const b = document.getElementById('badge');
  if (b) { b.textContent = state.badge; b.classList.toggle('hidden', !state.badge); }
  window.deskhub.badge(state.badge, state.badge ? badgeImage(state.badge) : null);
}
// Der Zähler folgt dem Stand auf dem Server (siehe pollActivity) und wird nicht mehr beim Öffnen der Ticketliste geleert; nach einer Aktion fragen wir bald neu ab
function pollSoon() { if (state.staff) schedulePoll(1200); }

function schedulePoll(delay) {
  clearTimeout(state.pollTimer);
  const seconds = Math.max(15, Number(state.prefs?.pollSeconds) || 60);
  state.pollTimer = setTimeout(async () => { await pollActivity(); if (state.staff) schedulePoll(seconds * 1000); }, delay ?? seconds * 1000);
}

/**
 * Der Zähler zeigt, wie viele Tickets jetzt Aufmerksamkeit brauchen (offen, dir zugewiesen oder noch niemandem, seit der letzten
 * Kundennachricht nicht geöffnet): Er sinkt von selbst, wenn ein Ticket geöffnet, beantwortet oder übernommen wird, auch anderswo
 * (Weboberfläche, Chrome-Erweiterung). Benachrichtigt wird nur für Tickets, die neu dazukommen. Ältere Server ohne „attention“ liefern nur
 * „seit dem letzten Mal“: Dafür bleibt die frühere, aufsummierende Zählung.
 */
async function pollActivity() {
  try {
    const a = await api('activity.php', { query: { since: state.since } });
    if (a.attention && Array.isArray(a.attention.unassigned) && Array.isArray(a.attention.mine)) {
      const known = state.knownIds;
      const freshU = known ? a.attention.unassigned.filter((id) => !known.has(id)).length : 0;
      const freshM = known ? a.attention.mine.filter((id) => !known.has(id)).length : 0;
      state.knownIds = new Set([...a.attention.unassigned, ...a.attention.mine]);
      if (state.badge !== state.knownIds.size) { state.badge = state.knownIds.size; paintBadge(); }
      if ((freshU || freshM) && state.prefs?.notifications !== false) {
        const parts = [];
        if (freshM) parts.push(`${freshM} Aktualisierung(en) an deinen Tickets`);
        if (freshU) parts.push(`${freshU} neue(s) nicht zugewiesene(s) Ticket(s)`);
        window.deskhub.notify('DeskHub', parts.map((p) => tr(p)).join(', '));
      }
    } else if (state.since && (a.newReplies || a.newUnassigned)) {
      state.badge += a.newReplies + a.newUnassigned;
      if (state.prefs?.notifications !== false) {
        const parts = [];
        if (a.newReplies) parts.push(`${a.newReplies} Aktualisierung(en) an deinen Tickets`);
        if (a.newUnassigned) parts.push(`${a.newUnassigned} neue(s) nicht zugewiesene(s) Ticket(s)`);
        window.deskhub.notify('DeskHub', parts.map((p) => tr(p)).join(', '));
      }
      paintBadge();
    }
    state.since = a.serverTime;
    state.health = a.health || []; paintBanners();
  } catch {}
}

// ─── Übersicht ───────────────────────────────────────────────────────────────
const dueClass = (t) => (t.isOverdue ? 'over' : 'muted');
function ticketTable(items, opts = {}) {
  if (!items.length) return h('div', { class: 'panel muted' }, 'Keine Tickets gefunden.');
  const selected = opts.selected;
  const allBox = selected ? h('input', { type: 'checkbox', onchange: (e) => { items.forEach((t) => (e.target.checked ? selected.add(t.number) : selected.delete(t.number))); opts.onSelect?.(); for (const c of document.querySelectorAll('.rowcheck')) c.checked = e.target.checked; } }) : null;
  return h('div', { class: 'panel flush' }, h('table', { class: 'tickets' },
    h('tr', {}, selected ? h('th', { class: 'chk' }, allBox) : null, h('th', {}, 'Nr.'), h('th', {}, 'Betreff'), h('th', {}, 'Kunde'), h('th', {}, 'Status'), h('th', {}, 'Priorität'), h('th', {}, 'Zugewiesen'), h('th', {}, 'Eingang'), h('th', {}, 'Fällig'), h('th', {}, 'Aktualisiert')),
    ...items.map((t) => h('tr', { class: 'click' + (t.isOverdue ? ' overdue' : ''), onclick: () => go('ticket', t.number) },
      selected ? h('td', { class: 'chk', onclick: (e) => e.stopPropagation() }, h('input', { type: 'checkbox', class: 'rowcheck', checked: selected.has(t.number), onchange: (e) => { e.target.checked ? selected.add(t.number) : selected.delete(t.number); e.target.closest('tr').classList.toggle('sel', e.target.checked); opts.onSelect?.(); } })) : null,
      h('td', { class: 'nowrap' }, t.number), h('td', {}, (t.isSpam ? '🚫 ' : '') + t.subject), h('td', {}, t.requesterName),
      h('td', { class: 'nowrap' }, h('span', { class: 'pill', color: statusInfo(t.status).color }, statusInfo(t.status).label)),
      h('td', { class: 'nowrap' }, h('span', { class: 'dot', color: t.priority.color }), t.priority.name),
      h('td', {}, t.assignedStaff?.name || '—'), h('td', { class: 'muted nowrap' }, fmtDate(t.createdAt)), h('td', { class: dueClass(t) + ' nowrap' }, t.dueLabel || ''), h('td', { class: 'muted nowrap' }, fmtDate(t.updatedAt))))));
}

async function vDashboard(main) {
  const body = h('div');
  const hour = new Date().getHours(), greet = hour < 11 ? 'Guten Morgen' : hour < 18 ? 'Guten Tag' : 'Guten Abend';
  main.append(h('div', { class: 'pagehead' }, h('div', { class: 'grow' }, h('h2', {}, `${greet}, ${state.staff.name.split(' ')[0]}`),
    h('div', { class: 'sub' }, new Date().toLocaleDateString(window.I18N?.locale || 'de-DE', { weekday: 'long', day: 'numeric', month: 'long', year: 'numeric' }))),
    h('button', { class: 'btn ghost sm', onclick: () => load() }, 'Aktualisieren')), body);
  const load = async () => {
    const d = await run(() => api('dashboard.php')); if (!d) return;
    const stat = (n, label, q, cls) => h('div', { class: 'stat ' + (cls || '') + (q ? ' link' : ''), onclick: q ? () => go('tickets', q) : null }, h('div', { class: 'n' }, n), h('div', { class: 'muted' }, label));
    clear(body).append(h('div', { class: 'cards' },
      stat(d.myOpen, 'Meine offenen', { view: 'mine' }), stat(d.overdue, 'Überfällig', { view: 'overdue' }, d.overdue ? 'bad' : ''),
      stat(d.unassigned, 'Nicht zugewiesen', { view: 'unassigned' }, d.unassigned ? 'warn' : ''), stat(d.unanswered, 'Unbeantwortet', { view: 'active' }),
      stat(d.resolvedToday, 'Heute gelöst', null, 'ok'), d.slaPercent != null ? stat(Math.round(d.slaPercent) + '%', 'SLA-Quote', null, d.slaPercent < 80 ? 'warn' : 'ok') : null),
      h('div', { class: 'split2' },
        h('div', {}, h('h3', {}, 'Zuletzt aktualisiert'), ticketTable(d.recent)),
        d.departments?.length ? h('div', {}, h('h3', {}, 'Abteilungen'), h('div', { class: 'panel' }, ...d.departments.map((x) => {
          const max = Math.max(1, ...d.departments.map((y) => y.open));
          return h('div', { class: 'bar' }, h('div', { class: 'row' }, h('span', { class: 'grow' }, x.name), h('span', { class: 'muted' }, `${x.open} offen`), x.overdue ? h('span', { class: 'over' }, `${x.overdue} überfällig`) : null),
            h('div', { class: 'track' }, h('div', { class: 'fill', 'data-w': Math.round((x.open / max) * 100) })));
        }))) : null));
    for (const f of body.querySelectorAll('.fill')) f.style.setProperty('width', f.dataset.w + '%');
  };
  await load();
  every(30000, load);
}

// ─── Tickets ─────────────────────────────────────────────────────────────────
const VIEWS = {
  active: ['Alle aktiven', { status: 'open,pending,answered,on_hold', assigned: '', sla: '' }],
  mine: ['Meine', { status: 'open,pending,answered,on_hold', assigned: 'me', sla: '' }],
  unassigned: ['Nicht zugewiesen', { status: 'open,pending,answered,on_hold', assigned: 'unassigned', sla: '' }],
  overdue: ['Überfällig', { status: 'open,pending,answered,on_hold', assigned: '', sla: 'overdue' }],
  atrisk: ['Bald fällig', { status: 'open,pending,answered,on_hold', assigned: '', sla: 'at_risk' }],
  paused: ['Pausiert', { status: 'on_hold', assigned: '', sla: '' }],
  snoozed: ['Wiedervorlage', { status: 'open,pending,answered,on_hold,resolved,closed', assigned: '', sla: '', snoozed: '1' }],
  following: ['👁 Beobachtet', { status: 'open,pending,answered,on_hold', assigned: '', sla: '', following: '1' }],
  closed: ['Erledigt', { status: 'resolved,closed', assigned: '', sla: '' }],
  all: ['Alle', { status: 'open,pending,answered,on_hold,resolved,closed', assigned: '', sla: '' }],
};
const store = {
  get(k, d) { try { return JSON.parse(localStorage.getItem(k)) ?? d; } catch { return d; } },
  set(k, v) { try { localStorage.setItem(k, JSON.stringify(v)); } catch {} },
  del(k) { try { localStorage.removeItem(k); } catch {} },
};

async function vTickets(main, preset) {
  const saved = store.get('ticketFilter', {});
  const f = { view: 'active', q: '', departmentId: '', priorityId: '', page: 1, ...saved, ...(preset || {}) };
  if (!VIEWS[f.view]) f.view = 'active';
  const selected = new Set();
  const list = h('div'), bulk = h('div', { class: 'bulk hidden' });
  const custom = {}; // gespeicherte Ansichten (Serverseite), getrennt von den festen Reitern
  const filt = () => ({ ...((VIEWS[f.view] || custom[f.view] || ['', {}])[1]), q: f.q, departmentId: f.departmentId, priorityId: f.priorityId, page: f.page });
  const persist = () => store.set('ticketFilter', { view: f.view, departmentId: f.departmentId, priorityId: f.priorityId });
  const tabs = h('div', { class: 'tabs wrap' });
  const viewsBar = h('div', { class: 'viewsbar' });
  const applyView = (q) => {
    const k = 'q' + q.id; const { q: text = '', departmentId = '', priorityId = '', ...rest } = q.filters || {};
    custom[k] = [q.name, { status: '', assigned: '', sla: '', ...rest }];
    Object.assign(f, { view: k, q: text, departmentId, priorityId, page: 1 }); selected.clear();
    search.value = text; paintTabs(); paintViews(); load();
  };
  const saveView = () => {
    const name = h('input', { placeholder: 'z. B. Meine überfälligen' }), shared = h('input', { type: 'checkbox' });
    modal('Ansicht speichern', h('div', {}, h('p', { class: 'muted' }, 'Speichert die aktuellen Filter (Reiter, Suche, Abteilung, Priorität).'), h('label', {}, 'Name'), name, can('share_views') ? h('label', { class: 'check' }, shared, 'Für alle Mitarbeiter sichtbar') : null),
      [{ label: 'Speichern', fn: async (close) => {
        const { page, ...filters } = filt();
        if (await run(() => post('queues.php', { action: 'save', name: name.value, isShared: shared.checked, filters }), 'Ansicht gespeichert')) { close(); paintViews(); }
      } }]);
  };
  const paintViews = async () => {
    const r = await api('queues.php').catch(() => null); const items = r?.items || [];
    clear(viewsBar).append(items.length ? h('span', { class: 'muted viewlabel' }, 'Ansichten') : null,
      ...items.map((q) => h('span', { class: 'viewchip' + (f.view === 'q' + q.id ? ' active' : '') },
        h('button', { class: 'viewbtn', title: q.mine ? 'Meine Ansicht' : `Geteilt von ${q.ownerName || ''}`, onclick: () => applyView(q) }, q.name + (q.isShared ? ' ⇄' : '')),
        q.mine || isAdmin() ? h('button', { class: 'viewx', title: 'Ansicht löschen', onclick: () => confirm('Ansicht löschen?') && run(async () => { await post('queues.php', { action: 'delete', id: q.id }); paintViews(); }) }, '✕') : null)),
      h('button', { class: 'btn ghost sm', onclick: saveView }, '＋ Ansicht speichern'));
  };
  const paintTabs = () => { clear(tabs).append(...Object.entries(VIEWS).map(([k, [label]]) => h('button', { class: 'tab' + (f.view === k ? ' active' : ''), onclick: () => { f.view = k; f.page = 1; selected.clear(); persist(); paintTabs(); load(); } }, label))); };

  const paintBulk = () => {
    bulk.classList.toggle('hidden', selected.size === 0); clear(bulk);
    if (!selected.size) return;
    const bulkResolutionOptions = [['fixed', 'Fehler behoben'], ['guidance', 'Anleitung'], ['duplicate', 'Doppelt'], ['not_reproducible', 'Nicht reproduzierbar'], ['no_action', 'Keine Maßnahme'], ['spam', 'Spam'], ['automated', 'Automatisch'], ['other', 'Sonstiges']];
    const act = async (patch, label) => {
      if (['resolved', 'closed'].includes(patch.status)) {
        const code = prompt('Abschlussgrund: ' + bulkResolutionOptions.map(([v,l]) => `${v} = ${l}`).join(' | '), 'fixed');
        if (!bulkResolutionOptions.some(([v]) => v === code)) return;
        patch = { ...patch, resolutionCode: code, resolutionNote: prompt('Lösungsnotiz (optional):', '') || '' };
      }
      let ok = 0; const fails = [];
      for (const number of [...selected]) { try { await api('ticket_update.php', { method: 'PATCH', body: { number, ...patch } }); ok++; } catch (e) { fails.push(`${number}: ${e.message}`); } }
      toast(`${label}: ${ok} Ticket(s)` + (fails.length ? ` · ${fails.length} Fehler (${fails[0]})` : ''), !!fails.length);
      selected.clear(); load();
    };
    const st = h('select', { onchange: (e) => { if (e.target.value) act({ status: e.target.value }, 'Status gesetzt'); } }, h('option', { value: '' }, 'Status setzen…'), ...state.meta.statuses.map((s) => h('option', { value: s.value }, s.label)));
    const as = h('select', { onchange: (e) => { if (e.target.value !== '-') act({ assignedStaffId: e.target.value === '' ? null : +e.target.value }, 'Zugewiesen'); } }, h('option', { value: '-' }, 'Zuweisen…'), h('option', { value: '' }, '— niemand —'), ...state.meta.agents.map((a) => h('option', { value: a.id }, a.name)));
    bulk.append(h('b', {}, `${selected.size} ausgewählt`), can('reply_ticket') || can('close_ticket') ? st : null, can('assign_ticket') ? as : null,
      can('assign_ticket') ? h('button', { class: 'btn sm', onclick: () => act({ assignedStaffId: state.staff.id }, 'Mir zugewiesen') }, 'Mir zuweisen') : null,
      h('button', { class: 'btn ghost sm', onclick: () => { selected.clear(); paintBulk(); for (const c of document.querySelectorAll('.rowcheck')) c.checked = false; } }, 'Auswahl aufheben'));
  };

  const load = async (silent) => {
    const r = await (silent ? api('tickets.php', { query: filt() }).catch(() => null) : run(() => api('tickets.php', { query: filt() })));
    if (!r) return;
    clear(list).append(ticketTable(r.items, { selected, onSelect: paintBulk }), h('div', { class: 'row pager' },
      h('button', { class: 'btn ghost sm', disabled: f.page <= 1, onclick: () => { f.page--; load(); } }, '‹ Zurück'),
      h('span', { class: 'muted' }, `Seite ${r.page} · ${r.total} Tickets`),
      h('button', { class: 'btn ghost sm', disabled: !r.hasMore, onclick: () => { f.page++; load(); } }, 'Weiter ›')));
    paintBulk();
  };
  const sel = (key, opts) => h('select', { onchange: (e) => { f[key] = e.target.value; f.page = 1; persist(); load(); } }, ...opts.map(([v, l]) => h('option', { value: v, selected: String(f[key]) === String(v) }, l)));
  const search = h('input', { placeholder: 'Suchen (Betreff, Nummer, Kunde, Text)…  Strg+F', value: f.q, class: 'search', onkeydown: (e) => { if (e.key === 'Enter') { f.q = e.target.value; f.page = 1; load(); } } });
  search.id = 'ticket-search';
  main.append(h('div', { class: 'row' }, h('h2', { class: 'grow' }, 'Tickets'), h('button', { class: 'btn ghost sm', onclick: () => load() }, 'Aktualisieren')),
    tabs, viewsBar, h('div', { class: 'toolbar' }, search, h('button', { class: 'btn', onclick: () => { f.q = search.value; f.page = 1; load(); } }, 'Suchen'),
      sel('departmentId', [['', 'Alle Abteilungen'], ...state.meta.departments.map((d) => [d.id, d.name])]), sel('priorityId', [['', 'Alle Prioritäten'], ...state.meta.priorities.map((p) => [p.id, p.name])])),
    bulk, list);
  paintTabs(); paintViews();
  await load();
  every(30000, () => { if (!selected.size && !document.querySelector('.modal-bg')) load(true); });
}

// ─── Ticket-Detail ───────────────────────────────────────────────────────────
// Seite der Weboberfläche im Browser öffnen (einmalige Anmeldung; der Server prüft die Rechte)
async function openWebPage(path) {
  const r = await window.deskhub.openWeb(path);
  if (r?.error) toast(r.error.message || 'Die Seite konnte nicht geöffnet werden.', true);
}

// Wiedervorlage: Zeitpunkt wählen (Voreinstellungen oder eigener Zeitpunkt), Rückgabe als ISO-Zeit (UTC) für den Server
function snoozeChoices() {
  const now = Date.now();
  const tomorrow = new Date(); tomorrow.setDate(tomorrow.getDate() + 1); tomorrow.setHours(8, 0, 0, 0);
  return [['1h', 'In 1 Stunde', now + 3600e3], ['3h', 'In 3 Stunden', now + 3 * 3600e3], ['tomorrow', 'Morgen früh (8:00 Uhr)', tomorrow.getTime()], ['3d', 'In 3 Tagen', now + 3 * 86400e3], ['1w', 'In 1 Woche', now + 7 * 86400e3]];
}
function askSnooze(onPick) {
  const choices = snoozeChoices();
  const sel = h('select', {}, ...choices.map(([k, l]) => h('option', { value: k }, l)), h('option', { value: 'custom' }, 'Zu einem Zeitpunkt …'));
  const when = h('input', { type: 'datetime-local', class: 'hidden' });
  sel.addEventListener('change', () => when.classList.toggle('hidden', sel.value !== 'custom'));
  modal('Auf später legen', h('div', {}, h('p', { class: 'muted' }, 'Das Ticket verschwindet aus den Listen und kommt zum gewählten Zeitpunkt zurück, mit Benachrichtigung. Antwortet der Kunde früher, kommt es sofort zurück.'), h('label', {}, 'Wann?'), sel, when),
    [{ label: 'Auf später legen', fn: async (close) => {
      let ts;
      if (sel.value === 'custom') ts = when.value ? new Date(when.value).getTime() : NaN; else ts = choices.find(([k]) => k === sel.value)[2];
      if (!(ts > Date.now() + 30e3)) { toast('Bitte einen Zeitpunkt in der Zukunft wählen.', true); return; }
      close(); onPick(new Date(ts).toISOString());
    } }]);
}

async function vTicket(main, number) {
  let t;
  try { t = (await api('ticket.php', { query: { number } })).ticket; }
  catch (e) { main.append(h('button', { class: 'btn ghost', onclick: () => go('tickets') }, '‹ Zurück'), h('div', { class: 'warnbox' }, e.message)); return; }

  // Rechte gelten pro Abteilung des Tickets; ältere Server liefern sie nicht -> globale Rechte
  const can = (p) => (t.permissions ? t.permissions[p] === true : (state.staff.role === 'admin' || state.staff.permissions?.[p] === true));
  const reload = () => go('ticket', number);
  const update = (patch, msg) => run(async () => { await api('ticket_update.php', { method: 'PATCH', body: { number, ...patch } }); reload(); }, msg);
  const resolutionOptions = [['fixed', 'Fehler behoben'], ['guidance', 'Anleitung'], ['duplicate', 'Doppelt'], ['not_reproducible', 'Nicht reproduzierbar'], ['no_action', 'Keine Maßnahme'], ['spam', 'Spam'], ['automated', 'Automatisch'], ['other', 'Sonstiges']];
  const closeWithReason = (status) => { const code = prompt('Abschlussgrund: ' + resolutionOptions.map(([v,l]) => `${v} = ${l}`).join(' | '), 'fixed'); if (!resolutionOptions.some(([v]) => v === code)) return; const note = prompt('Lösungsnotiz (optional):', '') || ''; update({ status, resolutionCode: code, resolutionNote: note }, status === 'resolved' ? 'Gelöst' : 'Geschlossen'); };
  const mkSelect = (opts, val, onchange, disabled) => h('select', { disabled, onchange: (e) => onchange(e.target.value) }, ...opts.map(([v, l]) => h('option', { value: v, selected: String(v) === String(val) }, l)));
  const mine = t.assignedStaff?.id === state.staff.id;
  const closed = ['resolved', 'closed'].includes(t.status);

  const statusSel = mkSelect(state.meta.statuses.map((s) => [s.value, s.label]), t.status, (v) => ['resolved', 'closed'].includes(v) ? closeWithReason(v) : update({ status: v }, 'Status geändert'), !can('reply_ticket') && !can('close_ticket'));
  const assignSel = mkSelect([['', '— niemand —'], ...state.meta.agents.map((a) => [a.id, a.name])], t.assignedStaff?.id ?? '', (v) => update({ assignedStaffId: v === '' ? null : Number(v) }, 'Zuweisung geändert'), !can('assign_ticket'));

  // Antwort-Editor mit Entwurf
  let mode = can('reply_ticket') ? 'reply' : 'note';
  const draftKey = (m) => `draft:${number}:${m}`;
  const ta = h('textarea', { placeholder: 'Nachricht…  (Strg+Enter zum Senden)', class: 'editor' });
  const loadDraft = () => { ta.value = store.get(draftKey(mode), ''); };
  ta.addEventListener('input', () => ta.value ? store.set(draftKey(mode), ta.value) : store.del(draftKey(mode)));
  const tabs = h('div', { class: 'tabs' });
  const sendStatus = mkSelect([['', 'Status: automatisch'], ...state.meta.statuses.map((s) => [s.value, 'Setzen auf: ' + s.label])], '', () => {});
  const sendResolution = mkSelect([['', 'Abschlussgrund wählen'], ...resolutionOptions], '', () => {});
  const resolutionNote = h('input', { placeholder: 'Lösungsnotiz (optional)' });
  let cannedList = [];
  const canned = h('select', { onchange: (e) => { const c = cannedList.find((x) => String(x.id) === e.target.value); if (c) { ta.value += (ta.value ? '\n' : '') + c.body.replace(/<br\s*\/?>/gi, '\n').replace(/<\/p>/gi, '\n').replace(/<[^>]+>/g, '').trim(); ta.dispatchEvent(new Event('input')); ta.focus(); } e.target.value = ''; } }, h('option', { value: '' }, 'Textbaustein…'));
  // Nur Textbausteine der Abteilung des Tickets und die für alle Abteilungen (ältere Server liefern alle: dann hier filtern)
  api('canned_responses.php', { query: { departmentId: t.department?.id } }).then((r) => {
    cannedList = r.items.filter((c) => c.departmentId == null || c.departmentId === t.department?.id);
    const group = (label, items) => { if (items.length) canned.append(h('optgroup', { label }, ...items.map((c) => h('option', { value: c.id }, c.title)))); };
    group('Abteilung ' + (t.department?.name ?? ''), cannedList.filter((c) => c.departmentId != null));
    group('Für alle Abteilungen', cannedList.filter((c) => c.departmentId == null));
  }).catch(() => {});

  // Signatur wählen (meine / Abteilung / keine) mit Vorschau; ältere Server liefern keine Signaturen: dann ohne Auswahl
  const sigs = t.replySignatures;
  let sigChoice = sigs?.default ?? 'none';
  const sigPreview = h('div', { class: 'sigpreview' });
  // Die Signatur kommt als bereits vom Server bereinigtes HTML; hier wird sie nochmals gesäubert (keine Skripte, Handler, Stile, Links)
  const sigNodes = (html) => {
    const doc = new DOMParser().parseFromString('<body>' + html, 'text/html');
    doc.querySelectorAll('script,style,iframe,object,embed,link,meta,form,input,button,svg,math,base').forEach((n) => n.remove());
    doc.body.querySelectorAll('*').forEach((el) => {
      for (const a of [...el.attributes]) {
        const n = a.name.toLowerCase();
        if (n.startsWith('on') || n === 'style' || n === 'srcset' || n === 'href') el.removeAttribute(a.name);
        else if (n === 'src' && !/^(https:|data:image\/)/i.test(a.value.trim())) el.removeAttribute(a.name);
      }
    });
    return [...doc.body.childNodes];
  };
  const paintSig = () => {
    const e = sigChoice === 'own' ? sigs.own : sigChoice === 'dept' ? sigs.department : null;
    clear(sigPreview);
    sigPreview.classList.toggle('text', !(e?.available && e.html));
    if (e?.available && e.html) sigPreview.append(...sigNodes(e.html));
    else sigPreview.textContent = e?.available ? e.text : (sigChoice === 'none' ? 'Es wird keine Signatur angehängt.' : 'Keine Signatur hinterlegt.');
  };
  const sigSelect = sigs ? h('select', { onchange: (e) => { sigChoice = e.target.value; paintSig(); } },
    h('option', { value: 'own', selected: sigChoice === 'own', disabled: !sigs.own.available }, 'Meine Signatur' + (sigs.own.available ? '' : ' (nicht hinterlegt)')),
    h('option', { value: 'dept', selected: sigChoice === 'dept', disabled: !sigs.department.available }, 'Abteilung „' + sigs.department.name + '“' + (sigs.department.available ? '' : ' (nicht hinterlegt)')),
    h('option', { value: 'none', selected: sigChoice === 'none' }, 'Keine Signatur')) : null;
  const sigBox = sigs ? h('div', { class: 'sigbox' }, h('div', { class: 'row' }, h('span', { class: 'muted small' }, 'Signatur'), sigSelect, h('span', { class: 'muted small' }, 'wird nur an Antworten an den Kunden angehängt')), sigPreview) : null;
  if (sigs) paintSig();
  const sendBtn = h('button', { class: 'btn' }, 'Senden');
  const paintTabs = () => {
    clear(tabs);
    if (can('reply_ticket')) tabs.append(h('button', { class: 'tab' + (mode === 'reply' ? ' active' : ''), onclick: () => { mode = 'reply'; loadDraft(); paintTabs(); } }, 'Antwort an Kunden'));
    if (can('post_note')) tabs.append(h('button', { class: 'tab' + (mode === 'note' ? ' active' : ''), onclick: () => { mode = 'note'; loadDraft(); paintTabs(); } }, 'Interne Notiz'));
    sendStatus.classList.toggle('hidden', mode !== 'reply');
    sendResolution.classList.toggle('hidden', mode !== 'reply' || !['resolved', 'closed'].includes(sendStatus.value));
    resolutionNote.classList.toggle('hidden', mode !== 'reply' || !['resolved', 'closed'].includes(sendStatus.value));
    sigBox?.classList.toggle('hidden', mode !== 'reply');
    sendBtn.textContent = mode === 'reply' ? 'Antwort senden' : 'Notiz speichern';
    ta.classList.toggle('noteedit', mode === 'note');
  };
  paintTabs(); loadDraft();
  sendStatus.addEventListener('change', () => paintTabs());
  const send = async () => {
    if (!ta.value.trim() || sendBtn.disabled) return;
    if (mode === 'reply' && !confirm('Antwort jetzt an den Kunden senden?')) return;
    sendBtn.disabled = true;
    if (mode === 'reply' && ['resolved', 'closed'].includes(sendStatus.value) && !resolutionOptions.some(([v]) => v === sendResolution.value)) { toast('Bitte Abschlussgrund auswählen.', true); sendBtn.disabled = false; return; }
    const ok = await run(() => post('ticket_message.php', { number, type: mode, message: textToHtml(ta.value.trim()), setStatus: mode === 'reply' && sendStatus.value ? sendStatus.value : null, signature: mode === 'reply' && sigs ? sigChoice : undefined, resolutionCode: sendResolution.value || null, resolutionNote: resolutionNote.value }), mode === 'reply' ? 'Antwort gesendet' : 'Notiz gespeichert');
    sendBtn.disabled = false;
    if (ok) { store.del(draftKey(mode)); reload(); }
  };
  sendBtn.addEventListener('click', send);
  ta.addEventListener('keydown', (e) => { if (e.key === 'Enter' && (e.ctrlKey || e.metaKey)) { e.preventDefault(); send(); } });

  const quote = (m) => { ta.value += (ta.value ? '\n\n' : '') + m.message.split('\n').map((l) => '> ' + l).join('\n') + '\n\n'; ta.dispatchEvent(new Event('input')); ta.focus(); };
  const threadsEl = h('div', { class: 'threads' }, ...t.threads.map((m) => {
    const cust = m.authorType !== 'staff' && !m.isInternalNote;
    return h('div', { class: 'thread ' + (m.isInternalNote ? 'note' : cust ? 'cust' : 'staff') },
      h('div', { class: 'head' }, h('span', { class: 'who' }, h('span', { class: 'avatar sm' }, initials(m.authorName)), h('b', {}, m.authorName),
        h('span', { class: 'kind' }, m.isInternalNote ? 'Interne Notiz' : cust ? 'Kunde' : 'Antwort')), h('span', {}, fmtDate(m.createdAt))),
      h('div', { class: 'body' }, m.message),
      m.attachments.length ? h('div', { class: 'muted att' }, '📎 ' + m.attachments.map((a) => `${a.name} (${Math.round(a.size / 1024)} KB)`).join(', '), ' ', tr('– Download nur im Web')) : null,
      ...m.comments.map((c) => h('div', { class: 'comment' }, h('b', {}, c.staff.name + ': '), c.message)),
      cust && can('reply_ticket') ? h('div', { class: 'tools' }, h('button', { class: 'btn ghost sm', onclick: () => { mode = 'reply'; paintTabs(); loadDraft(); quote(m); } }, 'Zitieren')) : null);
  }));

  const spamBtn = can('close_ticket') ? h('button', { class: 'btn ghost sm', onclick: () => run(async () => { await post('ticket_spam.php', { number, action: t.isSpam ? 'unspam' : 'spam' }); reload(); }, t.isSpam ? 'Kein Spam' : 'Als Spam markiert') }, t.isSpam ? 'Kein Spam' : 'Spam') : null;
  // Anhänge, Bilder und Formatierung der Original-E-Mail aus dem Postfach nachladen (nur bei E-Mail-Tickets)
  const reloadMailBtn = t.source === 'email' && can('reply_ticket') ? h('button', { class: 'btn ghost sm', title: tr('Holt Anhänge, Bilder und die Formatierung der E-Mail aus dem Postfach, soweit sie beim Abruf nicht übernommen wurden'), onclick: () => run(async () => {
    const r = await post('ticket_mail_reload.php', { number });
    const n = (r.added || 0) + (r.inlineImages || 0);
    toast(n > 0 || r.formatting ? tr('Anhänge und Bilder aus der E-Mail nachgeladen.') : tr('Es gab nichts Neues zu laden.'));
    if (r.failed?.length) toast(r.failed.join(' | '), true);
    reload();
  }) }, tr('📎 Anhänge laden')) : null;
  const others = h('div', { class: 'muted' }, 'Lade…');
  if (t.requesterEmail) api('customer.php', { query: { email: t.requesterEmail } }).then((r) => {
    const rest = r.tickets.filter((x) => x.number !== number).slice(0, 6);
    clear(others).append(...(rest.length ? rest.map((x) => h('div', { class: 'mini', onclick: () => go('ticket', x.number) }, h('span', { class: 'dot', color: statusInfo(x.status).color }), `${x.number} · ${x.subject}`)) : ['Keine weiteren Tickets.']));
  }).catch(() => clear(others).append('—'));

  const actions = h('div', { class: 'tkactions' },
    can('assign_ticket') && !mine ? h('button', { class: 'btn sm', onclick: () => update({ assignedStaffId: state.staff.id }, 'Dir zugewiesen') }, 'Mir zuweisen') : null,
    !closed && can('close_ticket') ? h('button', { class: 'btn ok sm', onclick: () => closeWithReason('resolved') }, 'Lösen') : null,
    !closed && can('close_ticket') ? h('button', { class: 'btn ghost sm', onclick: () => closeWithReason('closed') }, 'Schließen') : null,
    closed && can('reply_ticket') ? h('button', { class: 'btn sm', onclick: () => update({ status: 'open' }, 'Wieder geöffnet') }, 'Wieder öffnen') : null,
    t.snoozedUntil
      ? h('button', { class: 'btn ghost sm', onclick: () => update({ snoozeUntil: null }, 'Wiedervorlage aufgehoben') }, 'Wiedervorlage aufheben')
      : h('button', { class: 'btn ghost sm', title: 'Ticket auf später legen', onclick: () => askSnooze((iso) => update({ snoozeUntil: iso }, 'Wiedervorlage gesetzt')) }, '💤 Auf später'),
    h('button', { class: 'btn ghost sm', onclick: () => update({ following: !t.following }, t.following ? 'Du beobachtest das Ticket nicht mehr' : 'Du beobachtest das Ticket jetzt') }, t.following ? 'Nicht mehr beobachten' : '👁 Beobachten'),
    h('button', { class: 'btn ghost sm', title: 'Im Browser öffnen: zusammenführen, aufteilen, drucken', onclick: () => openWebPage('/staff/ticket_view.php?n=' + encodeURIComponent(t.number)) }, '🌐 Im Browser'),
    spamBtn,
    reloadMailBtn,
    h('button', { class: 'btn ghost sm', title: 'Ticketnummer kopieren', onclick: () => { navigator.clipboard?.writeText(t.number); toast('Nummer kopiert'); } }, 'Nummer kopieren'),
    h('button', { class: 'btn ghost sm', onclick: reload }, 'Aktualisieren'));
  const st = statusInfo(t.status);
  const prop = (label, ...kids) => [h('dt', {}, label), h('dd', {}, ...kids)];

  // Zufriedenheit des Kunden (Bewertung nach dem Schließen) und Cc-Empfänger / Beobachter
  const csatPanel = t.csat ? h('div', { class: 'panel' }, h('div', { class: 'sect first' }, 'Kundenzufriedenheit'),
    t.csat.rating != null
      ? h('div', {}, h('div', { class: 'stars' }, '★'.repeat(t.csat.rating) + '☆'.repeat(5 - t.csat.rating), ' ', h('span', { class: 'muted' }, `${t.csat.rating} von 5`)),
        t.csat.comment ? h('div', { class: 'csat-comment' }, `„${t.csat.comment}“`) : null, h('div', { class: 'muted' }, 'Bewertet am ' + fmtDate(t.csat.answeredAt)))
      : h('div', { class: 'muted' }, `Abfrage am ${fmtDate(t.csat.sentAt)} gesendet, noch keine Antwort.`)) : null;
  const collabBox = h('div');
  const paintCollab = (list) => clear(collabBox).append(...(list.length ? list.map((c) => h('div', { class: 'mini row' },
    h('span', { class: 'grow' }, c.name ? `${c.name} <${c.email}>` : c.email),
    can('reply_ticket') ? h('button', { class: 'btn ghost sm', title: 'Entfernen', onclick: () => run(async () => { paintCollab((await post('ticket_collaborators.php', { number, action: 'remove', id: c.id })).collaborators); }) }, '✕') : null))
    : [h('div', { class: 'muted' }, 'Niemand. Cc-Empfänger bekommen die öffentlichen Antworten per E-Mail in Kopie.')]));
  paintCollab(t.collaborators || []);
  const ccEmail = h('input', { type: 'email', placeholder: 'Cc-Adresse hinzufügen' });
  const addCc = () => { const email = ccEmail.value.trim(); if (!email) return; run(async () => { paintCollab((await post('ticket_collaborators.php', { number, action: 'add', email })).collaborators); ccEmail.value = ''; }, 'Cc hinzugefügt'); };
  ccEmail.addEventListener('keydown', (e) => { if (e.key === 'Enter') addCc(); });
  const peoplePanel = h('div', { class: 'panel' }, h('div', { class: 'sect first' }, 'Beobachter'),
    (t.followers || []).length ? h('div', {}, (t.followers || []).map((f) => f.name).join(', ')) : h('div', { class: 'muted' }, 'Niemand. Beobachter bekommen Benachrichtigungen, ohne dass ihnen das Ticket zugewiesen ist.'),
    h('div', { class: 'row top' }, h('button', { class: 'btn ghost sm', onclick: () => update({ following: !t.following }, t.following ? 'Du beobachtest das Ticket nicht mehr' : 'Du beobachtest das Ticket jetzt') }, t.following ? 'Nicht mehr beobachten' : '👁 Beobachten')),
    h('div', { class: 'sect' }, 'Cc-Empfänger'), collabBox,
    can('reply_ticket') ? h('div', { class: 'row top' }, ccEmail, h('button', { class: 'btn sm', onclick: addCc }, 'Hinzufügen')) : null);

  main.append(
    h('div', { class: 'tkhead' },
      h('div', { class: 'tkhead-top' }, h('button', { class: 'btn ghost sm', onclick: () => go('tickets') }, 'Zurück zu Tickets'), h('span', { class: 'chip' }, '#' + t.number),
        h('span', { class: 'pill', color: st.color }, st.label), t.isOverdue ? h('span', { class: 'pill', color: '#d63b3b' }, 'Überfällig') : null, t.isSpam ? h('span', { class: 'pill', color: '#667384' }, 'Spam') : null,
        t.snoozedUntil ? h('span', { class: 'pill', color: '#6b5bd6' }, '💤 bis ' + fmtDate(t.snoozedUntil)) : null),
      h('h2', {}, t.subject),
      h('div', { class: 'sub' }, `${t.requesterName} · ${t.department.name} · erstellt ${fmtDate(t.createdAt)}`),
      actions),
    // Administratoren dürfen ein von anderen bearbeitetes Ticket lesen und bearbeiten und die Sperre aufheben
    t.lockedBy ? h('div', { class: 'warnbox row' }, h('span', { class: 'grow' }, `🔒 Dieses Ticket wird gerade von „${t.lockedBy}“ bearbeitet. Als Administrator kannst du es trotzdem lesen und bearbeiten.`),
      t.canUnlock ? h('button', { class: 'btn sm', onclick: () => run(async () => { await post('ticket_unlock.php', { number }); reload(); }, 'Sperre aufgehoben') }, 'Sperre aufheben und übernehmen') : null) : null,
    t.lockedByOtherName ? h('div', { class: 'warnbox' }, `Dieser Chat wird gerade von „${t.lockedByOtherName}“ bearbeitet – nur Ansicht.`) : null,
    h('div', { class: 'split' },
      h('div', {}, threadsEl, (can('reply_ticket') || can('post_note')) && !t.lockedByOtherName ? h('div', { class: 'panel composer' }, tabs, ta, sigBox, h('div', { class: 'row' }, canned, sendStatus, sendResolution, resolutionNote, h('span', { class: 'grow' }), sendBtn)) : null),
      h('div', {},
        h('div', { class: 'panel' }, h('div', { class: 'sect first' }, 'Eigenschaften'),
          h('dl', { class: 'props' },
            ...prop('Status', statusSel), ...prop('Zugewiesen an', assignSel),
            ...prop('Priorität', h('span', { class: 'dot', color: t.priority.color }), t.priority.name),
            ...prop('Abteilung', t.department.name),
            ...prop('Erstellt', fmtDate(t.createdAt)),
            ...(t.resolutionDueAt ? prop('Lösung fällig', h('span', { class: t.isOverdue ? 'over' : '' }, fmtDate(t.resolutionDueAt))) : []))),
        (t.customFields && t.customFields.length) ? h('div', { class: 'panel' }, h('div', { class: 'sect first' }, 'Angaben des Kunden'),
          h('dl', { class: 'props' }, ...t.customFields.flatMap((f) => prop(f.label, f.value || '–')))) : null,
        h('div', { class: 'panel' }, h('div', { class: 'sect first' }, 'Kunde'),
          h('div', { class: 'custcard' }, h('span', { class: 'avatar' }, initials(t.requesterName)), h('div', {}, h('b', {}, t.requesterName), h('div', { class: 'muted' }, t.requesterEmail))),
          t.requesterEmail ? h('div', { class: 'row top' }, h('button', { class: 'btn ghost sm', onclick: () => go('customers', t.requesterEmail) }, 'Kundenprofil')) : null),
        (t.similar && (t.similar.articles?.length || t.similar.tickets?.length)) ? h('div', { class: 'panel' }, h('div', { class: 'sect first' }, 'Dazu passend'),
          ...(t.similar.articles || []).map((a) => h('div', { class: 'mini' }, h('span', {}, '📘 ' + a.title), ' ', h('button', { class: 'btn ghost sm', onclick: () => { navigator.clipboard?.writeText((state.serverUrl || '') + a.url); toast('Link kopiert'); } }, 'Link kopieren'))),
          ...(t.similar.tickets || []).map((x) => h('div', { class: 'mini', onclick: () => go('ticket', x.number) }, x.number + ' · ' + x.subject))) : null,
        csatPanel, peoplePanel,
        h('div', { class: 'panel' }, h('div', { class: 'sect first' }, 'Weitere Tickets des Kunden'), others))));

  // Neue Nachrichten von Kunden/Kollegen erkennen, ohne den Entwurf zu verlieren
  every(45000, async () => {
    try {
      const n = (await api('ticket.php', { query: { number } })).ticket;
      if (n.threads.length !== t.threads.length || n.status !== t.status) { toast('Ticket wurde aktualisiert'); reload(); }
    } catch {}
  });
  threadsEl.lastElementChild?.scrollIntoView({ block: 'nearest' });
}

async function vNewTicket(main) {
  if (!can('create_ticket')) { main.append(h('div', { class: 'warnbox' }, 'Dir fehlt das Recht „Tickets erstellen“.')); return; }
  const m = state.meta;
  const f = { name: h('input'), email: h('input', { type: 'email' }), subject: h('input'), message: h('textarea'),
    dept: h('select', {}, ...m.departments.map((d) => h('option', { value: d.id }, d.name))),
    prio: h('select', {}, ...m.priorities.map((p) => h('option', { value: p.id }, p.name))),
    agent: h('select', {}, h('option', { value: '' }, '— niemand —'), ...m.agents.map((a) => h('option', { value: a.id }, a.name))),
    notify: h('input', { type: 'checkbox', checked: true }) };
  // Ticket-Vorlagen: füllen Betreff, Text, Abteilung und Priorität vor (gepflegt in der Weboberfläche unter Ticket-Vorlagen)
  let tpls = [];
  const tplSel = h('select', { onchange: () => {
    const t = tpls.find((x) => String(x.id) === tplSel.value); if (!t) return;
    f.subject.value = t.subject; f.message.value = t.body;
    if (t.departmentId && m.departments.some((d) => d.id === t.departmentId)) f.dept.value = t.departmentId;
    if (t.priorityId && m.priorities.some((p) => p.id === t.priorityId)) f.prio.value = t.priorityId;
  } }, h('option', { value: '' }, '— ohne Vorlage —'));
  const tplBox = h('div', { class: 'hidden' }, h('label', {}, 'Vorlage'), tplSel);
  api('ticket_templates.php').then((r) => { tpls = r.templates || []; if (!tpls.length) return; tplSel.append(...tpls.map((x) => h('option', { value: x.id }, x.name))); tplBox.classList.remove('hidden'); }).catch(() => {});
  main.append(h('button', { class: 'btn ghost', onclick: () => go('tickets') }, '‹ Tickets'), h('h2', {}, 'Neues Ticket'),
    h('div', { class: 'panel' }, tplBox,
      h('label', {}, 'Name des Kunden'), f.name, h('label', {}, 'E-Mail des Kunden (optional)'), f.email, h('label', {}, 'Betreff'), f.subject,
      h('label', {}, 'Beschreibung'), f.message, h('label', {}, 'Abteilung'), f.dept, h('label', {}, 'Priorität'), f.prio,
      h('label', {}, 'Zuweisen an'), f.agent, h('label', { class: 'check' }, f.notify, 'Kunden per E-Mail benachrichtigen'),
      h('div', { class: 'row' }, h('button', { class: 'btn', onclick: async () => {
        const r = await run(() => post('ticket_create.php', { requesterName: f.name.value, requesterEmail: f.email.value, subject: f.subject.value,
          message: textToHtml(f.message.value), departmentId: +f.dept.value, priorityId: +f.prio.value, assignedStaffId: f.agent.value ? +f.agent.value : null, notifyCustomer: f.notify.checked }), 'Ticket erstellt');
        if (r) go('ticket', r.ticket.number);
      } }, 'Ticket erstellen'))));
}

// ─── Aufgaben ────────────────────────────────────────────────────────────────
async function vTasks(main) {
  const body = h('div');
  main.append(h('div', { class: 'row' }, h('h2', { class: 'grow' }, 'Aufgaben'), h('button', { class: 'btn', onclick: () => newTask() }, '+ Aufgabe')), body);
  let staffOpts = [];
  const load = async () => {
    const r = await api('tasks.php', { query: { filter: 'all' } }).catch((e) => { toast(e.message, true); return null; });
    if (!r) return; staffOpts = r.staffOptions;
    clear(body).append(h('div', { class: 'panel' }, r.items.length ? h('table', {}, h('tr', {}, h('th', {}, ''), h('th', {}, 'Aufgabe'), h('th', {}, 'Zuständig'), h('th', {}, 'Fällig'), h('th', {}, '')),
      ...r.items.map((t) => h('tr', {}, h('td', {}, h('input', { type: 'checkbox', checked: t.status === 'done', onchange: (e) => run(async () => { await post('tasks.php', { action: 'update_status', id: t.id, status: e.target.checked ? 'done' : 'open' }); load(); }) })),
        h('td', {}, h('b', {}, t.title), t.description ? h('div', { class: 'muted' }, t.description) : null, t.ticketNumber ? h('a', { href: '#', onclick: (e) => { e.preventDefault(); go('ticket', t.ticketNumber); } }, ' ' + t.ticketNumber) : null),
        h('td', {}, t.assignedName || '—'), h('td', {}, fmtDate(t.dueAt)),
        h('td', {}, h('button', { class: 'btn danger sm', onclick: () => confirm('Aufgabe löschen?') && run(async () => { await post('tasks.php', { action: 'delete', id: t.id }); load(); }) }, '✕'))))) : h('div', { class: 'muted' }, 'Keine Aufgaben.')));
  };
  function newTask() {
    const title = h('input'), desc = h('textarea'), who = h('select', {}, h('option', { value: '' }, '— niemand —'), ...staffOpts.map((s) => h('option', { value: s.id }, s.name))), due = h('input', { type: 'datetime-local' });
    modal('Neue Aufgabe', h('div', {}, h('label', {}, 'Titel'), title, h('label', {}, 'Beschreibung'), desc, h('label', {}, 'Zuständig'), who, h('label', {}, 'Fällig'), due),
      [{ label: 'Speichern', fn: async (close) => { if (await run(() => post('tasks.php', { action: 'create', title: title.value, description: desc.value || null, assignedToId: who.value ? +who.value : null, dueAt: due.value ? due.value.replace('T', ' ') + ':00' : null }))) { close(); load(); } } }]);
  }
  load();
}

// ─── Kunden ──────────────────────────────────────────────────────────────────
async function vCustomers(main, email) {
  const body = h('div');
  const search = h('input', { placeholder: 'Name oder E-Mail suchen…', value: email || '', onkeydown: (e) => e.key === 'Enter' && load() });
  main.append(h('h2', {}, 'Kunden'), h('div', { class: 'toolbar' }, search, h('button', { class: 'btn', onclick: () => load() }, 'Suchen')), body);
  const load = async () => {
    const r = await run(() => api('customers.php', { query: { q: search.value } })); if (!r) return;
    clear(body).append(h('div', { class: 'panel' }, h('table', {}, h('tr', {}, h('th', {}, 'Name'), h('th', {}, 'E-Mail'), h('th', {}, 'Organisation'), h('th', {}, 'Tickets')),
      ...r.items.map((c) => h('tr', { class: 'click', onclick: () => open(c) }, h('td', {}, c.name + (c.isGuest ? ' (Gast)' : '')), h('td', {}, c.email), h('td', {}, c.organizationName || ''), h('td', {}, c.ticketCount))))));
  };
  const open = async (c) => {
    const r = await run(() => api('customer.php', { query: c.id != null ? { userId: c.id } : { email: c.email } })); if (!r) return;
    clear(body).append(h('button', { class: 'btn ghost', onclick: load }, '‹ Liste'), h('h3', {}, r.customer.name), h('div', { class: 'muted' }, r.customer.email), ticketTable(r.tickets));
  };
  load();
}

// ─── Team-Chat ───────────────────────────────────────────────────────────────
async function vChat(main) {
  const list = h('div', { class: 'chatlist' }), box = h('div', { class: 'chatbox' }, h('div', { class: 'msgs muted' }, 'Kollegen auswählen'));
  main.append(h('h2', {}, 'Team-Chat'), h('div', { class: 'chatwrap' }, list, box));
  let current = null;
  const loadContacts = async () => {
    const r = await api('chat.php').catch(() => null); if (!r) return;
    clear(list).append(...r.contacts.map((c) => h('div', { class: 'item' + (current === c.id ? ' active' : ''), onclick: () => openChat(c.id) }, c.name, c.unreadCount ? h('span', { class: 'badge' }, c.unreadCount) : null)));
  };
  const openChat = async (id) => {
    current = id;
    const r = await run(() => api('chat.php', { query: { with: id } })); if (!r) return;
    const msgs = h('div', { class: 'msgs' }, ...r.messages.map((m) => h('div', { class: 'msg' + (m.fromStaffId === state.staff.id ? ' mine' : '') }, h('small', {}, `${m.fromName} · ${fmtDate(m.createdAt)}`), m.message)));
    const inp = h('input', { placeholder: 'Nachricht…', onkeydown: (e) => e.key === 'Enter' && send() });
    const send = async () => { if (!inp.value.trim()) return; const t = inp.value; inp.value = ''; if (await run(() => post('chat.php', { action: 'send', toId: id, message: t }))) openChat(id); };
    clear(box).append(h('div', { class: 'msgs-title', style: null }), msgs, h('div', { class: 'chatinput' }, inp, h('button', { class: 'btn', onclick: send }, 'Senden')));
    msgs.scrollTop = msgs.scrollHeight; inp.focus(); loadContacts();
  };
  await loadContacts();
  every(15000, () => { loadContacts(); });
}

// ─── Live-Chat ───────────────────────────────────────────────────────────────
async function vLiveChat(main) {
  const list = h('div', { class: 'chatlist' }), box = h('div', { class: 'chatbox' }, h('div', { class: 'msgs muted' }, 'Chat auswählen'));
  main.append(h('h2', {}, 'Live-Chat (Kunden)'), h('div', { class: 'chatwrap' }, list, box));
  let cur = null;
  const loadList = async () => {
    const r = await api('live_chat.php', { query: { action: 'list' } }).catch(() => null); if (!r) return;
    clear(list).append(...(r.items.length ? r.items.map((c) => h('div', { class: 'item' + (cur === c.number ? ' active' : ''), onclick: () => openChat(c.number) }, h('span', {}, c.name, h('div', { class: 'muted' }, c.preview)), c.needsReply ? h('span', { class: 'badge' }, '!') : null)) : [h('div', { class: 'item muted' }, 'Keine aktiven Chats')]));
  };
  const openChat = async (number) => {
    cur = number;
    const r = await run(() => api('live_chat.php', { query: { action: 'messages', number, since: 0 } })); if (!r) return;
    const msgs = h('div', { class: 'msgs' }, ...r.messages.map((m) => h('div', { class: 'msg' + (m.authorType === 'staff' ? ' mine' : '') }, h('small', {}, `${m.authorName || r.requesterName} · ${fmtDate(m.createdAt)}`), m.message)));
    const inp = h('input', { placeholder: 'Antwort…', disabled: !!r.lockedByOtherName, onkeydown: (e) => e.key === 'Enter' && send() });
    const send = async () => { if (!inp.value.trim()) return; const t = inp.value; inp.value = ''; if (await run(() => post('live_chat.php', { action: 'send', number, message: t }))) openChat(number); };
    clear(box).append(r.lockedByOtherName ? h('div', { class: 'warnbox' }, `Wird gerade von ${r.lockedByOtherName} bearbeitet.`) : null,
      h('div', { class: 'row' }, h('b', {}, `${r.requesterName} (${r.departmentName})`), h('button', { class: 'btn danger sm', onclick: () => confirm('Chat beenden?') && run(async () => { await post('live_chat.php', { action: 'end', number }); cur = null; clear(box); loadList(); }) }, 'Chat beenden')),
      msgs, h('div', { class: 'chatinput' }, inp, h('button', { class: 'btn', disabled: !!r.lockedByOtherName, onclick: send }, 'Senden')));
    msgs.scrollTop = msgs.scrollHeight;
  };
  await loadList();
  every(5000, () => { loadList(); if (cur && !document.querySelector('.chatinput input')?.value) openChat(cur); });
}

// ─── Berichte (Bericht-Baukasten) ────────────────────────────────────────────
async function vReports(main) {
  const cfg = { dimension: 'department', metrics: ['total', 'open', 'resolved'], from: '', to: '', sort: 'label', desc: false, filters: {} };
  const out = h('div'), controls = h('div', { class: 'panel' }), savedBar = h('div', { class: 'viewsbar' });
  let meta = null;
  const fmt = (v, unit) => (v == null ? '–' : unit === '%' ? `${String(v).replace('.', ',')} %` : unit === 'Std' ? `${String(v).replace('.', ',')} Std` : String(v));
  const query = (extra = {}) => ({ dimension: cfg.dimension, metrics: cfg.metrics.join(','), from: cfg.from, to: cfg.to, sort: cfg.sort, desc: cfg.desc ? 1 : '', ...cfg.filters, ...extra });
  const run_ = async (extra) => {
    const r = await run(() => api('report_builder.php', { query: query(extra) })); if (!r) return;
    meta = r; Object.assign(cfg, { dimension: r.config.dimension, metrics: r.config.metrics, from: r.config.from, to: r.config.to, sort: r.config.sort, desc: r.config.desc });
    paintControls(); paintSaved();
    const max = {}; for (const c of r.columns.slice(1)) max[c.key] = Math.max(1, ...r.rows.map((x) => Number(x[c.key]) || 0));
    clear(out).append(h('div', { class: 'panel flush' }, r.rows.length ? h('table', {},
      h('tr', {}, ...r.columns.map((c) => h('th', {}, c.label))),
      ...r.rows.map((row) => h('tr', {}, h('td', {}, h('b', {}, row.label)), ...r.columns.slice(1).map((c) => h('td', {}, fmt(row[c.key], c.unit), c.unit === '' && row[c.key] != null ? h('div', { class: 'track' }, h('div', { class: 'fill', 'data-w': Math.round((row[c.key] / max[c.key]) * 100) })) : null)))),
      h('tr', { class: 'totalrow' }, h('td', {}, 'Gesamt'), ...r.columns.slice(1).map((c) => h('td', {}, fmt(r.totals[c.key], c.unit))))) : h('div', { class: 'muted pad' }, 'Keine Tickets im gewählten Zeitraum.')));
    for (const f of out.querySelectorAll('.fill')) f.style.setProperty('width', f.dataset.w + '%');
  };
  const paintSaved = () => clear(savedBar).append(meta?.saved?.length ? h('span', { class: 'muted viewlabel' }, 'Gespeichert') : null,
    ...(meta?.saved || []).map((s) => h('span', { class: 'viewchip' }, h('button', { class: 'viewbtn', onclick: () => run_({ saved: s.id }) }, s.name + (s.isShared ? ' ⇄' : '')),
      s.mine || isAdmin() ? h('button', { class: 'viewx', title: 'Löschen', onclick: () => confirm('Bericht löschen?') && run(async () => { await post('report_builder.php', { action: 'delete', id: s.id }); run_(); }) }, '✕') : null)));
  const paintControls = () => {
    const dim = h('select', { onchange: (e) => { cfg.dimension = e.target.value; } }, ...(meta?.dimensions || []).map((d) => h('option', { value: d.key, selected: d.key === cfg.dimension }, d.label)));
    const from = h('input', { type: 'date', value: cfg.from, onchange: (e) => { cfg.from = e.target.value; } }), to = h('input', { type: 'date', value: cfg.to, onchange: (e) => { cfg.to = e.target.value; } });
    const dept = h('select', { onchange: (e) => { cfg.filters.departmentId = e.target.value; } }, h('option', { value: '' }, 'Alle Abteilungen'), ...state.meta.departments.map((d) => h('option', { value: d.id, selected: String(cfg.filters.departmentId) === String(d.id) }, d.name)));
    const prio = h('select', { onchange: (e) => { cfg.filters.priorityId = e.target.value; } }, h('option', { value: '' }, 'Alle Prioritäten'), ...state.meta.priorities.map((p) => h('option', { value: p.id, selected: String(cfg.filters.priorityId) === String(p.id) }, p.name)));
    const metrics = (meta?.metrics || []).map((m) => h('label', { class: 'check' }, h('input', { type: 'checkbox', checked: cfg.metrics.includes(m.key), onchange: (e) => { cfg.metrics = e.target.checked ? [...cfg.metrics, m.key] : cfg.metrics.filter((k) => k !== m.key); } }), m.label));
    clear(controls).append(h('div', { class: 'row' }, h('label', {}, 'Gruppieren nach'), dim, h('label', {}, 'Von'), from, h('label', {}, 'Bis'), to), h('div', { class: 'row' }, dept, prio),
      h('div', { class: 'checks wide' }, ...metrics),
      h('div', { class: 'row top' }, h('button', { class: 'btn', onclick: () => run_() }, 'Bericht erstellen'),
        h('button', { class: 'btn ghost', onclick: () => { const name = h('input', { placeholder: 'z. B. Monatsbericht Support' }), shared = h('input', { type: 'checkbox' });
          modal('Bericht speichern', h('div', {}, h('label', {}, 'Name'), name, can('share_views') ? h('label', { class: 'check' }, shared, 'Für alle Mitarbeiter sichtbar') : null), [{ label: 'Speichern', fn: async (close) => { if (await run(() => post('report_builder.php', { action: 'save', name: name.value, isShared: shared.checked, config: { ...cfg } }), 'Bericht gespeichert')) { close(); run_(); } } }]); } }, 'Bericht speichern')));
  };
  // Kundenzufriedenheit (Bewertungen der letzten 30 Tage), nur wenn die Abfrage eingeschaltet ist oder es schon Antworten gibt
  const csatBox = h('div');
  api('csat.php', { query: { days: 30 } }).then((r) => {
    const s = r.stats; if (!(r.enabled || s.sent > 0)) return;
    const max = Math.max(1, ...s.dist.map((d) => d.count));
    clear(csatBox).append(h('div', { class: 'panel' }, h('div', { class: 'sect first' }, 'Kundenzufriedenheit (letzte 30 Tage)'),
      s.sent ? h('div', {},
        h('div', { class: 'row' }, h('span', { class: 'stars big' }, s.avg != null ? String(s.avg).replace('.', ',') + ' ★' : '–'), h('span', { class: 'muted' }, `Ø Bewertung · ${s.answered} Antworten von ${s.sent} Abfragen` + (s.rate != null ? ` (${String(s.rate).replace('.', ',')} %)` : ''))),
        h('table', {}, ...[...s.dist].reverse().map((d) => h('tr', {}, h('td', { class: 'stars' }, '★'.repeat(d.rating)), h('td', {}, h('div', { class: 'track' }, h('div', { class: 'fill', 'data-w': Math.round(d.count * 100 / max) }))), h('td', {}, d.count)))),
        s.byStaff.length ? h('div', { class: 'muted pad' }, 'Nach Mitarbeiter: ' + s.byStaff.map((x) => `${x.name} ${String(x.avg).replace('.', ',')} ★ (${x.count})`).join(' · ')) : null,
        ...s.recent.slice(0, 5).map((x) => h('div', { class: 'mini', onclick: () => go('ticket', x.number) }, h('span', { class: 'stars' }, '★'.repeat(x.rating)), ` #${x.number} ${x.subject}`, x.comment ? h('div', { class: 'muted' }, `„${x.comment}“`) : null)))
        : h('div', { class: 'muted' }, 'Noch keine Abfragen verschickt.')));
    for (const f of csatBox.querySelectorAll('.fill')) f.style.setProperty('width', f.dataset.w + '%');
  }).catch(() => {});
  main.append(h('div', { class: 'pagehead' }, h('div', { class: 'grow' }, h('h2', {}, 'Berichte'), h('div', { class: 'sub' }, 'Frei konfigurierbare Auswertungen nach Erstellungsdatum der Tickets'))), csatBox, controls, savedBar, out);
  await run_();
}

// ─── Verfügbarkeit ───────────────────────────────────────────────────────────
async function vAvailability(main) {
  const r = await api('availability.php');
  const labels = { available: '🟢 Verfügbar', busy: '🔴 Beschäftigt', break: '🟡 Pause', offline: '⚪ Offline' };
  const sel = h('select', {}, ...Object.entries(labels).map(([v, l]) => h('option', { value: v, selected: v === r.myStatus }, l)));
  const note = h('input', { value: r.myNote, placeholder: 'Notiz (optional)' });
  main.append(h('h2', {}, 'Verfügbarkeit'), h('div', { class: 'panel' }, h('label', {}, 'Mein Status'), sel, h('label', {}, 'Notiz'), note,
    h('div', { class: 'row' }, h('button', { class: 'btn', onclick: () => run(() => post('availability.php', { status: sel.value, note: note.value }), 'Gespeichert') }, 'Speichern'))),
    h('h3', {}, can('manage_availability') ? 'Team (du kannst den Status ändern)' : 'Team'),
    h('div', { class: 'panel' }, h('table', {}, ...r.team.map((m) => {
      const cells = [h('td', {}, m.name), h('td', {}, m.isOnVacation ? '🏖 Urlaub' : (labels[m.status] || m.status) + (m.autoOffline ? ' (automatisch, inaktiv)' : '')), h('td', { class: 'muted' }, m.note)];
      if (can('manage_availability')) {
        const ms = h('select', {}, ...Object.entries(labels).map(([v, l]) => h('option', { value: v, selected: v === m.status }, l)));
        const mn = h('input', { value: m.note || '', placeholder: 'Notiz', maxlength: '120' });
        cells.push(h('td', {}, ms), h('td', {}, mn), h('td', {}, h('button', { class: 'btn sm', onclick: async () => { const ok = await run(() => post('availability.php', { status: ms.value, note: mn.value, staffId: m.id }), 'Status von ' + m.name + ' geändert'); if (ok) go('availability'); } }, 'Setzen')));
      }
      return h('tr', {}, ...cells);
    }))));
}

// ─── Verwaltung (rechtegesteuert, wie in der Android-App) ───────────────────
const T = 'text', N = 'number', B = 'bool', A = 'area', H = 'heading', ES = 'emailsel', XD = 'extradepts';
const ADMIN = [
  { key: 'departments', label: 'Abteilungen', perm: 'manage_departments', file: 'departments.php', cols: [['Name', 'name'], ['Status', (x) => x.isActive ? 'Aktiv' : 'Deaktiviert'], ['Mitglieder', (x) => (x.members || []).length], ['Abteilungsleiter', 'managerName'], ['E-Mail', 'email'], ['Aktualisiert', (x) => x.updatedAt ? fmtDate(x.updatedAt) : '']],
    fields: [['_h1', 'Abteilungsinformationen', H], ['name', 'Name', T], ['isActive', 'Aktiv', B], ['managerId', 'Abteilungsleiter', 'staffOptions?'], ['autoAssignMode', 'Neue Tickets automatisch zuweisen', [['none', 'Nicht automatisch zuweisen'], ['staff', 'Immer an einen bestimmten Mitarbeiter'], ['round_robin', 'Reihum an die Mitarbeiter der Abteilung']]], ['autoAssignStaffId', 'Mitarbeiter (nur bei „Immer an einen bestimmten Mitarbeiter“)', 'staffOptions?'], ['slaPlanId', 'SLA-Plan (leer = Zeiten der Priorität)', 'slaPlans?'], ['email', 'Abteilungs-E-Mail (optional, sonst Standardadresse)', ES], ['isDefault', 'Standardabteilung', B], ['signature', 'Signatur', A], ['notes', 'Administratornotizen (intern)', A]],
    info: (x) => x?.members?.length ? `Mitglieder: ${x.members.map((m) => m.name + (m.isPrimary ? '' : ' (zusätzlich)')).join(', ')}` : '' },
  { key: 'priorities', label: 'Prioritäten / SLA', perm: 'manage_priorities', file: 'priorities.php', cols: [['Name', 'name'], ['Reaktion (h)', 'responseHours'], ['Lösung (h)', 'resolutionHours']],
    fields: [['name', 'Name', T], ['color', 'Farbe (#RRGGBB)', T], ['responseHours', 'Reaktionszeit (Std.)', N], ['resolutionHours', 'Lösungszeit (Std.)', N], ['sortOrder', 'Reihenfolge', N]] },
  { key: 'sla_plans', label: 'SLA-Pläne', perm: 'manage_priorities', file: 'sla_plans.php', cols: [['Name', 'name'], ['Status', (x) => x.isActive ? 'Aktiv' : 'Deaktiviert'], ['Reaktion (Std)', 'responseHours'], ['Lösung (Std)', 'resolutionHours'], ['Abteilungen', 'departmentCount'], ['Hilfethemen', 'helpTopicCount']],
    fields: [['name', 'Name', T], ['isActive', 'Aktiv', B], ['responseHours', 'Reaktionszeit (Std)', N], ['resolutionHours', 'Lösungszeit (Std)', N], ['notes', 'Administratornotizen (intern)', A]] },
  { key: 'help_topics', label: 'Hilfethemen', perm: 'manage_help_topics', file: 'help_topics.php', cols: [['Hilfethema', 'path'], ['Status', (x) => x.isActive ? 'Aktiv' : 'Deaktiviert'], ['Typ', (x) => x.isPublic ? 'Öffentlich' : 'Intern'], ['Priorität', 'priorityName'], ['Abteilung', 'departmentName'], ['Aktualisiert', (x) => x.updatedAt ? fmtDate(x.updatedAt) : '']],
    fields: [['_h1', 'Hilfethemeninformationen', H], ['name', 'Thema', T], ['isActive', 'Aktiv', B], ['isPublic', 'Öffentlich (für Kunden sichtbar)', B], ['parentId', 'Übergeordnetes Thema', 'items?'], ['notes', 'Interne Notizen (vertraulich)', A],
      ['_h2', 'Optionen bei neuem Ticket', H], ['departmentId', 'Abteilung', 'departments'], ['priorityId', 'Priorität', 'priorities'], ['slaPlanId', 'SLA-Plan (leer = Abteilung/Priorität)', 'slaPlans?'], ['sortOrder', 'Reihenfolge', N]] },
  { key: 'kb', label: 'Wissensdatenbank', perm: 'manage_kb', file: 'kb.php', list: 'articles', saveAction: 'save_article', deleteAction: 'delete_article', cols: [['Titel', 'title'], ['Kategorie', 'categoryName'], ['Veröffentlicht', (x) => x.isPublished ? '✓' : ''], ['Aufrufe', 'views']],
    fields: [['title', 'Titel', T], ['categoryId', 'Kategorie', 'categories'], ['body', 'Inhalt', A], ['isPublished', 'Veröffentlicht', B]] },
  { key: 'email_addresses', label: 'E-Mail-Adressen', perm: 'manage_email_addresses', file: 'email_addresses.php', cols: [['E-Mail', 'email'], ['Anzeigename', 'label'], ['Status', (x) => x.isActive ? 'Aktiv' : 'Deaktiviert'], ['Abteilung', 'departmentName'], ['Abruf', (x) => x.imapEnabled ? '✓' : '–'], ['Eigener SMTP', (x) => x.smtpEnabled ? '✓' : '–'], ['Aktualisiert', (x) => x.updatedAt ? fmtDate(x.updatedAt) : '']],
    actions: [['Test-Mail senden', 'sendTest'], ['Postfach testen', 'testImap'], ['SMTP testen', 'testSmtp']],
    fields: [['_h1', 'Konto', H], ['email', 'E-Mail-Adresse', T], ['label', 'Anzeigename', T], ['isActive', 'Aktiv (sonst deaktiviert)', B], ['departmentId', 'Abteilung', 'departments'], ['priorityId', 'Priorität', 'priorities?'], ['helpTopicId', 'Hilfethema', 'helpTopics?'], ['isDefault', 'Standard-Absenderadresse der Abteilung', B], ['notes', 'Interne Notizen', A],
      ['_h2', 'Entferntes Postfach (Abruf per IMAP)', H], ['imapEnabled', 'Abruf aktivieren', B], ['imapHost', 'Server', T], ['imapPort', 'Port', N],
      ['imapEncryption', 'Verschlüsselung', [['ssl', 'SSL/TLS (993)'], ['tls', 'STARTTLS (143)'], ['none', 'Keine']]], ['imapUsername', 'Benutzername (leer = E-Mail-Adresse)', T], ['imapPassword', 'Passwort (leer = unverändert)', 'pw'],
      ['imapFolder', 'Ordner', T], ['imapAfterFetch', 'Aktion nach Abruf', [['seen', 'Als gelesen markieren'], ['archive', 'In Ordner verschieben'], ['delete', 'Löschen']]], ['imapArchiveFolder', 'Zielordner (bei Verschieben)', T], ['imapSpamFolder', 'Spam-/Junk-Ordner', T],
      ['_h3', 'Abgehend (eigener SMTP-Server)', H], ['smtpEnabled', 'Eigenen SMTP-Server verwenden', B], ['smtpHost', 'Server', T], ['smtpPort', 'Port', N],
      ['smtpEncryption', 'Verschlüsselung', [['tls', 'STARTTLS (587)'], ['ssl', 'SSL/TLS (465)'], ['none', 'Keine']]], ['smtpUsername', 'Benutzername', T], ['smtpPassword', 'Passwort (leer = unverändert)', 'pw']] },
  { key: 'organizations', label: 'Organisationen', perm: 'manage_organizations', file: 'organizations.php', cols: [['Name', 'name'], ['Mitglieder', 'memberCount']],
    fields: [['name', 'Name', T], ['notes', 'Notizen', A]] },
  { key: 'staff', label: 'Mitarbeiter', perm: 'manage_staff', file: 'staff_manage.php', cols: [['Name', 'name'], ['E-Mail', 'email'], ['Typ', (x) => x.role === 'admin' ? 'Administrator' : 'Mitarbeiter'], ['Status', (x) => x.isActive ? 'Aktiv' : 'Gesperrt'], ['Hauptabteilung', 'departmentName'], ['Teams', (x) => (x.teamIds || []).length]],
    fields: [['_h1', 'Konto', H], ['name', 'Name', T], ['email', 'E-Mail', T], ['isActive', 'Aktiv (sonst gesperrt)', B], ['password', 'Passwort (leer = unverändert)', 'pw'], ['signature', 'Signatur', A],
      ['_h2', 'Zugang', H], ['departmentId', 'Hauptabteilung', 'departments?'], ['extraDepartments', 'Erweiterter Zugriff', XD],
      ['_h3', 'Berechtigungen', H], ['role', 'Kontotyp', [['agent', 'Mitarbeiter'], ['admin', 'Administrator (alle Rechte)']]], ['roleId', 'Rolle (für Mitarbeiter)', 'roles?'],
      ['_h4', 'Teams', H], ['teamIds', 'Mitglied in Teams', 'multi:teams']] },
  { key: 'banlist', label: 'Sperrliste', perm: 'manage_banlist', file: 'banlist.php', cols: [['Typ', 'matchType'], ['Wert', 'value'], ['Grund', 'reason'], ['Von', 'addedByName']], saveAction: 'create', noEdit: true,
    fields: [['matchType', 'Typ', [['email', 'E-Mail-Adresse'], ['domain', 'Domain']]], ['value', 'Wert', T], ['reason', 'Grund', T]] },
  { key: 'audit', label: 'Admin-Protokoll', perm: 'view_audit_log', file: 'audit_log.php', readonly: true, paged: true, cols: [['Zeit', (x) => fmtDate(x.createdAt)], ['Mitarbeiter', 'staffName'], ['Aktion', 'action']] },
  { key: 'time', label: 'Zeiterfassung', perm: 'view_time_entries', file: 'time_entries.php', readonly: true, list: 'entries', cols: [['Datum', (x) => fmtDate(x.loggedAt)], ['Mitarbeiter', 'staffName'], ['Ticket', 'ticketNumber'], ['Minuten', 'minutes'], ['Notiz', 'note']] },
];

const ADMIN_GROUPS = [
  ['Verwalten', ['departments', 'priorities', 'sla_plans', 'help_topics', 'kb', 'email_addresses', 'email_templates', 'ticket_rules', 'banlist', 'assistant']],
  ['Kunden', ['organizations']],
  ['Agenten', ['staff', 'teams', 'roles', 'status']],
  ['System', ['audit', 'time', 'escalations', 'business_hours']],
];
const ADMIN_DESC = {
  departments: 'Status, Leiter, Mitglieder, E-Mail', priorities: 'Reaktions- und Lösungszeiten', sla_plans: 'Benannte Zeiten je Abteilung oder Thema', help_topics: 'Thema, Typ, Abteilung, Priorität',
  kb: 'Artikel und Kategorien', email_addresses: 'Adressen und Postfach-Abruf', email_templates: 'Texte der automatischen E-Mails', ticket_rules: 'Automatisierung und Auto-Antworten', banlist: 'Absender oder Mailanbieter sperren',
  organizations: 'Kunden zu Firmen bündeln', assistant: 'Antworten, Fragen-Log, Einstellungen, Synonyme',
  staff: 'Konten, Rollen, Abteilungszugriff', teams: 'Mitarbeiter-Gruppen', roles: 'Individuelle Berechtigungen', status: 'Status ändern, z. B. auf Offline setzen',
  audit: 'Änderungen und fehlgeschlagene Mails', time: 'Erfasste Arbeitszeiten', escalations: 'Regeln für überfällige Tickets', business_hours: 'Öffnungszeiten und Feiertage',
};
async function vAdmin(main, sectionKey) {
  const sections = adminSections();
  if (!sectionKey) {
    // Bereiche zu Gruppen ordnen (gleiche Gruppen wie im Adminportal und in der Android-App)
    const entries = new Map(sections.map((s) => [s.key, { label: s.label, open: () => go('admin', s.key) }]));
    if (can('manage_availability')) entries.set('status', { label: 'Status der Mitarbeiter', open: () => go('availability') });
    const used = new Set();
    const groupsView = ADMIN_GROUPS.map(([title, keys]) => {
      const tiles = keys.filter((k) => entries.has(k)).map((k) => { used.add(k); const e = entries.get(k);
        return h('div', { class: 'tile', tabindex: '0', onclick: e.open, onkeydown: (ev) => { if (ev.key === 'Enter' || ev.key === ' ') { ev.preventDefault(); e.open(); } } },
          h('div', { class: 'tt' }, e.label), h('div', { class: 'td' }, ADMIN_DESC[k] || '')); });
      return tiles.length ? h('section', { class: 'tilegroup' }, h('h3', { class: 'grouplabel' }, title), h('div', { class: 'tiles' }, ...tiles)) : null;
    });
    const rest = [...entries.keys()].filter((k) => !used.has(k)).map((k) => h('div', { class: 'tile', onclick: entries.get(k).open }, h('div', { class: 'tt' }, entries.get(k).label)));
    main.append(h('div', { class: 'pagehead' }, h('div', { class: 'grow' }, h('h2', {}, 'Verwaltung'), h('div', { class: 'sub' }, 'Nur Bereiche, für die du freigeschaltet bist.'))),
      ...groupsView, rest.length ? h('section', { class: 'tilegroup' }, h('h3', { class: 'grouplabel' }, 'Weitere'), h('div', { class: 'tiles' }, ...rest)) : null);
    return;
  }
  const s = sections.find((x) => x.key === sectionKey);
  if (!s) { main.append(h('div', { class: 'warnbox' }, 'Kein Zugriff.')); return; }
  const body = h('div'); let page = 1;
  const addBtn = h('button', { class: 'btn', onclick: () => edit(null) }, '+ Neu');
  if (s.readonly || (s.custom && !s.add)) addBtn.classList.add('hidden');
  main.append(h('div', { class: 'row' }, h('button', { class: 'btn ghost', onclick: () => go('admin') }, '‹ Verwaltung'), h('h2', { class: 'grow' }, s.label), addBtn), body);
  if (s.custom) return s.custom(body, addBtn);
  let resp;
  const load = async () => {
    resp = await run(() => api(s.file, { query: s.paged ? { page } : {} })); if (!resp) return;
    const items = resp[s.list || 'items'] || [];
    const cell = (x, c) => typeof c === 'function' ? c(x) : (x[c] ?? '');
    clear(body).append(h('div', { class: 'panel' }, items.length ? h('table', {}, h('tr', {}, ...s.cols.map((c) => h('th', {}, c[0])), s.readonly ? null : h('th', {})),
      ...items.map((x) => h('tr', { class: s.readonly || s.noEdit ? '' : 'click', onclick: () => !s.readonly && !s.noEdit && edit(x) }, ...s.cols.map((c) => h('td', {}, cell(x, c[1]))),
        s.readonly ? null : h('td', {}, h('button', { class: 'btn danger sm', onclick: (e) => { e.stopPropagation(); remove(x); } }, '✕'))))) : h('div', { class: 'muted' }, 'Keine Einträge.')),
      s.paged ? h('div', { class: 'row' }, h('button', { class: 'btn ghost sm', disabled: page <= 1, onclick: () => { page--; load(); } }, '‹'), h('span', { class: 'muted' }, `Seite ${resp.page}`), h('button', { class: 'btn ghost sm', disabled: !resp.hasMore, onclick: () => { page++; load(); } }, '›')) : null);
    if (s.key === 'time') body.append(h('p', { class: 'muted' }, `Gesamt: ${resp.totalMinutes} Minuten`));
  };
  const remove = (x) => confirm('Wirklich löschen?') && run(async () => { await post(s.file, { action: s.deleteAction || 'delete', id: x.id }); load(); }, 'Gelöscht');
  function edit(x) {
    const inputs = {};
    const rows = s.fields.map(([k, label, type]) => {
      let el;
      if (type === H) return h('div', { class: 'sect' }, label);
      if (type === ES) {
        const cur = String(x?.[k] ?? '').toLowerCase(), opts = resp.emailOptions || [];
        el = h('select', {}, h('option', { value: '' }, '— Automatisch —'), ...opts.map((o) => h('option', { value: o.email, selected: o.email.toLowerCase() === cur }, `${o.email} (${o.departmentName})`)),
          cur && !opts.some((o) => o.email.toLowerCase() === cur) ? h('option', { value: x[k], selected: true }, x[k]) : null);
        inputs[k] = el; return [h('label', {}, label), el];
      }
      if (type === XD) {
        const cur = new Map((x?.[k] || []).map((e) => [e.departmentId, e]));
        const boxes = (resp.departments || []).map((d) => ({
          d, on: h('input', { type: 'checkbox', checked: cur.has(d.id) }), nt: h('input', { type: 'checkbox', checked: cur.get(d.id)?.notify ?? true }),
          role: h('select', {}, h('option', { value: '' }, 'Hauptrolle'), ...(resp.roles || []).map((r) => h('option', { value: r.id, selected: cur.get(d.id)?.roleId === r.id }, r.name))),
        }));
        inputs[k] = { get: () => boxes.filter((b) => b.on.checked).map((b) => ({ departmentId: b.d.id, notify: b.nt.checked, roleId: b.role.value === '' ? null : Number(b.role.value) })) };
        return [h('label', {}, label), h('div', {}, ...boxes.map((b) => h('div', { class: 'row' }, h('label', { class: 'check grow' }, b.on, b.d.name), b.role, h('label', { class: 'check' }, b.nt, 'Benachrichtigungen'))))];
      }
      if (typeof type === 'string' && type.startsWith('multi:')) {
        const cur = new Set(x?.[k] || []), boxes = (resp[type.slice(6)] || []).map((o) => ({ o, el: h('input', { type: 'checkbox', checked: cur.has(o.id) }) }));
        inputs[k] = { get: () => boxes.filter((b) => b.el.checked).map((b) => b.o.id) };
        return [h('label', {}, label), h('div', {}, ...(boxes.length ? boxes.map((b) => h('label', { class: 'check' }, b.el, b.o.name)) : [h('span', { class: 'muted' }, 'Keine vorhanden.')]))];
      }
      if (type === B) { el = h('input', { type: 'checkbox', checked: x ? !!x[k] : k === 'isActive' || k === 'isPublished' || k === 'isPublic' }); inputs[k] = el; return h('label', { class: 'check' }, el, label); }
      if (type === A) el = h('textarea', { value: x?.[k] ?? '' });
      else if (type === N) el = h('input', { type: 'number', value: x?.[k] ?? (k === 'imapPort' ? 993 : k === 'smtpPort' ? 587 : 0) });
      else if (type === 'pw') el = h('input', { type: 'password' });
      else if (typeof type === 'string' && type !== T) {
        const key = type.replace('?', ''), opt = type.endsWith('?');
        const list = key === 'items' ? (resp.items || []).filter((o) => !x || o.id !== x.id).map((o) => ({ id: o.id, name: o.path || o.name })) : (resp[key] || []);
        el = h('select', {}, opt ? h('option', { value: '' }, '—') : null, ...list.map((o) => h('option', { value: o.id, selected: x && String(x[k]) === String(o.id) }, o.name)));
      } else if (Array.isArray(type)) el = h('select', {}, ...type.map(([v, l]) => h('option', { value: v, selected: x && x[k] === v }, l)));
      else el = h('input', { value: x?.[k] ?? (k === 'imapFolder' ? 'INBOX' : k === 'imapArchiveFolder' ? 'Processed' : k === 'imapSpamFolder' ? 'Junk' : '') });
      inputs[k] = el;
      return [h('label', {}, label), el];
    });
    if (s.info && s.info(x)) rows.push(h('p', { class: 'muted' }, s.info(x)));
    const extra = x && s.actions ? s.actions.map(([label, action]) => ({ label, cls: 'ghost', fn: async () => {
      const r = await run(() => post(s.file, { action, id: x.id })); if (r) toast(r.message || 'OK');
    } })) : [];
    modal(x ? 'Bearbeiten' : 'Neu', h('div', {}, ...rows), [...extra, { label: 'Speichern', fn: async (close) => {
      const body = { action: s.saveAction || 'save' }; if (x) body.id = x.id;
      for (const [k, , type] of s.fields) {
        if (type === H) continue;
        if (inputs[k]?.get) { body[k] = inputs[k].get(); continue; }
        const el = inputs[k]; let v = type === B ? el.checked : type === N ? Number(el.value) : el.value;
        if (typeof type === 'string' && ![T, N, B, A, 'pw', ES].includes(type)) v = v === '' ? null : Number(v);
        if (type === 'pw' && v === '') v = '';
        body[k] = v;
      }
      if (await run(() => post(s.file, body), 'Gespeichert')) { close(); load(); }
    } }]);
  }
  load();
}

// ─── Einstellungen ───────────────────────────────────────────────────────────
async function vSettings(main) {
  const p = await window.deskhub.settings(); state.prefs = p;
  const save = async (patch, msg) => { state.prefs = await window.deskhub.setSettings(patch); applyTheme(); if ('pollSeconds' in patch) schedulePoll(); if (msg) toast(msg); };
  const check = (key, label, hint) => h('div', { class: 'setting' }, h('label', { class: 'check' }, h('input', { type: 'checkbox', checked: !!p[key], onchange: (e) => save({ [key]: e.target.checked }, 'Gespeichert') }), label), hint ? h('div', { class: 'muted hint' }, hint) : null);
  const session = await window.deskhub.session();
  main.append(h('h2', {}, 'Einstellungen'),
    h('div', { class: 'panel' }, h('h3', {}, 'Darstellung'),
      h('label', {}, 'Design'), h('select', { onchange: (e) => save({ theme: e.target.value }, 'Gespeichert') },
        ...[['system', 'Wie Windows (automatisch)'], ['light', 'Hell'], ['dark', 'Dunkel']].map(([v, l]) => h('option', { value: v, selected: (p.theme || 'system') === v }, l)))),
    h('div', { class: 'panel' }, h('h3', {}, 'Windows'),
      check('autostart', 'Mit Windows starten', p.packaged ? 'Startet DeskHub beim Anmelden im Hintergrund (Tray).' : 'Nur in der installierten Version verfügbar.'),
      check('closeToTray', 'Beim Schließen im Infobereich weiterlaufen', 'So kommen Benachrichtigungen auch bei geschlossenem Fenster an. Beenden über das Tray-Menü.')),
    h('div', { class: 'panel' }, h('h3', {}, 'Benachrichtigungen'),
      check('notifications', 'Windows-Benachrichtigungen anzeigen', 'Bei neuen Aktualisierungen an deinen Tickets und neuen, nicht zugewiesenen Tickets.'),
      h('label', {}, 'Abfrage-Intervall'), h('select', { onchange: (e) => save({ pollSeconds: +e.target.value }, 'Gespeichert') },
        ...[[30, 'alle 30 Sekunden'], [60, 'jede Minute'], [120, 'alle 2 Minuten'], [300, 'alle 5 Minuten']].map(([v, l]) => h('option', { value: v, selected: Number(p.pollSeconds) === v }, l))),
      h('div', { class: 'row top' }, h('button', { class: 'btn ghost sm', onclick: () => window.deskhub.notify('DeskHub', tr('Test-Benachrichtigung – so sieht eine Meldung aus.')) }, 'Test-Benachrichtigung'))),
    h('div', { class: 'panel' }, h('h3', {}, 'Konto'),
      h('div', {}, `${state.staff.name} (${state.staff.email})`), h('div', { class: 'muted' }, session?.serverUrl || ''),
      h('div', { class: 'row top' }, h('button', { class: 'btn ghost', onclick: doLogout }, 'Abmelden / Server wechseln'),
        h('button', { class: 'btn ghost', onclick: () => { for (const k of Object.keys(localStorage).filter((k) => k.startsWith('draft:'))) localStorage.removeItem(k); toast('Entwürfe gelöscht'); } }, 'Gespeicherte Entwürfe löschen'))),
    h('div', { class: 'panel muted' }, `DeskHub Desktop ${p.version} · Rechte und Daten kommen vom Server – genau wie in der Android-App.`),
    h('div', { class: 'panel' }, h('h3', {}, 'Tastenkürzel'), h('table', {}, ...[['Strg + K', 'Schnellsuche / Befehle'], ['Strg + N', 'Neues Ticket'], ['Strg + Enter', 'Antwort senden'], ['F5', 'Ansicht aktualisieren'], ['Alt + ←', 'Zurück zur Ticketliste'], ['Esc', 'Fenster schließen']]
      .map(([k, d]) => h('tr', {}, h('td', {}, h('kbd', {}, k)), h('td', {}, d))))));
}

// ─── Schnellsuche (Strg+K) ───────────────────────────────────────────────────
function openPalette() {
  if (!state.staff || document.querySelector('.palette-bg')) return;
  const input = h('input', { placeholder: 'Ticketnummer, Betreff, Kunde oder Bereich…', class: 'palette-input' });
  const list = h('div', { class: 'palette-list' });
  const bg = h('div', { class: 'modal-bg palette-bg' }, h('div', { class: 'palette' }, input, list));
  let items = [], idx = 0, timer = null;
  const close = () => bg.remove();
  const pages = () => {
    const base = [...NAV.map(([k, , l]) => [k, l]), ['availability', 'Verfügbarkeit'], ['settings', 'Einstellungen']];
    if (state.meta?.liveChatEnabled) base.push(['livechat', 'Live-Chat']);
    const cmds = base.map(([k, l]) => ({ label: l, hint: 'Bereich', run: () => go(k) }));
    if (can('create_ticket')) cmds.push({ label: 'Neues Ticket erstellen', hint: 'Aktion', run: () => go('newticket') });
    for (const s of adminSections()) cmds.push({ label: s.label, hint: 'Verwaltung', run: () => go('admin', s.key) });
    return cmds;
  };
  const paint = () => {
    clear(list).append(...(items.length ? items.map((it, i) => h('div', { class: 'palette-item' + (i === idx ? ' active' : ''), onclick: () => { close(); it.run(); } }, h('span', {}, it.label), h('span', { class: 'muted' }, it.hint))) : [h('div', { class: 'muted pad' }, 'Keine Treffer.')]));
  };
  const refresh = async () => {
    const q = input.value.trim().toLowerCase();
    items = pages().filter((c) => !q || c.label.toLowerCase().includes(q)).slice(0, 6);
    idx = 0; paint();
    if (q.length >= 2) {
      try {
        const r = await api('tickets.php', { query: { q: input.value.trim(), perPage: 10, status: 'open,pending,answered,on_hold,resolved,closed' } });
        if (input.value.trim().toLowerCase() !== q) return;
        items = [...r.items.map((t) => ({ label: `${t.number} · ${t.subject}`, hint: `${t.requesterName} · ${statusInfo(t.status).label}`, run: () => go('ticket', t.number) })), ...items];
        paint();
      } catch {}
    }
  };
  input.addEventListener('input', () => { clearTimeout(timer); timer = setTimeout(refresh, 200); });
  input.addEventListener('keydown', (e) => {
    if (e.key === 'ArrowDown') { idx = Math.min(items.length - 1, idx + 1); paint(); e.preventDefault(); }
    else if (e.key === 'ArrowUp') { idx = Math.max(0, idx - 1); paint(); e.preventDefault(); }
    else if (e.key === 'Enter' && items[idx]) { close(); items[idx].run(); }
  });
  bg.addEventListener('mousedown', (e) => { if (e.target === bg) close(); });
  document.body.append(bg); input.focus(); refresh();
}

// Meldet dem Server höchstens einmal pro Minute, dass das Programm bedient wird (sonst setzt der Server nach 30 Minuten ohne Aktivität auf Offline)
let lastPresence = 0;
function presencePing() {
  if (!state.staff || Date.now() - lastPresence < 60000) return;
  lastPresence = Date.now();
  post('presence.php', {}).catch(() => { lastPresence = 0; });
}
['mousedown', 'keydown', 'wheel', 'touchstart'].forEach((ev) => document.addEventListener(ev, presencePing, { passive: true }));

document.addEventListener('keydown', (e) => {
  if (e.key === 'Escape') { const m = document.querySelector('.modal-bg'); if (m) { m.remove(); e.preventDefault(); } return; }
  if (!state.staff) return;
  const mod = e.ctrlKey || e.metaKey;
  if (mod && e.key.toLowerCase() === 'k') { e.preventDefault(); openPalette(); }
  else if (mod && e.key.toLowerCase() === 'n' && can('create_ticket')) { e.preventDefault(); go('newticket'); }
  else if (mod && e.key.toLowerCase() === 'f' && state.page === 'tickets') { e.preventDefault(); document.getElementById('ticket-search')?.focus(); }
  else if (e.key === 'F5') { e.preventDefault(); go(state.page, state.arg); }
  else if (e.altKey && e.key === 'ArrowLeft') { e.preventDefault(); go('tickets'); }
});

// ─── Start ───────────────────────────────────────────────────────────────────
window.deskhub.onSessionExpired(() => { clearTimeout(state.pollTimer); state.staff = null; toast('Sitzung abgelaufen – bitte neu anmelden.', true); showLogin(); });
window.deskhub.onNavigate((page) => { if (state.staff) go(page); });
(async () => {
  // erst starten, wenn auch admin-extra.js geladen ist (ergänzt ADMIN)
  if (document.readyState !== 'complete') await new Promise((r) => window.addEventListener('load', r, { once: true }));
  state.prefs = await window.deskhub.settings(); applyTheme();
  const s = await window.deskhub.session();
  if (!s) return showLogin();
  state.serverUrl = s.serverUrl;
  const cached = store.get(metaKey(`${s.serverUrl}:${s.staff.id}`), null);
  if (cached) { startApp(s.staff, cached, s.serverUrl); return; }
  try { await api('me.php'); await startApp(s.staff, null, s.serverUrl); }
  catch { showLogin(s.serverUrl); }
})();