E10-F1: Ticket Lookup for Support¶
Epic: E10: Customer Support Operations
Size: S (Small)
Problem / Outcome¶
Support agents find tickets by various criteria.
Scope¶
In-Scope:
- Search by OIB
- Search by order number
- Search by email
- Search by phone
- Search by name
- Search by match
Out-of-Scope:
- Full-text search
Acceptance Criteria¶
- AC1: Search by OIB returns all tickets for that OIB
- AC2: Search by order number returns order with all tickets
- AC3: Search by email returns all tickets associated with email
Data Model Impact¶
No new tables required (read queries).
Search indexes:
- Ticket(holder_oib)
- Ticket(holder_email)
- Order(order_number)
- Ticket(holder_name) - partial match
- Ticket(holder_phone)
Search response:
- tickets[]
- orders[]
- holder_details
- match_details
Permissions/Roles¶
- Admin (Support Agent)
How to Verify¶
npm test -- --grep "ticket lookup"
Expected: All search methods return correct results.
Dependencies¶
Implementation Tasks¶
See E10: Customer Support Tasks
Doc References¶
Last Updated: January 2026