E10: Customer Support Operations - Tasks¶

Epic: E10: Customer Support Operations

E10-F1: Ticket Lookup Support¶

Feature: E10-F1: Ticket Lookup Support

Status	Task	Verification
	Implement GET /admin/tickets/search endpoint with multiple params	Search works
	Search by OIB	OIB search returns tickets
	Search by order_number	Order search returns tickets
	Search by email	Email search returns tickets
	Search by phone	Phone search returns tickets

Feature: E10-F2: Support Ticket Transfer

Status	Task	Verification
	Implement POST /admin/tickets/{id}/transfer endpoint	Accepts new holder data
	Block if match < 48 hours away	Returns 400 with policy message
	Validate new holder against blacklist	Blacklisted blocked with MUP message
	Log transfer with agent_id and reason	Audit record created

Feature: E10-F3: Support Refund Processing

Status	Task	Verification
	Implement POST /admin/orders/{id}/refund-request endpoint	Creates refund request
	If >48h: process without reason required	Refund processed
	If <48h: require reason field	Missing reason returns 400
	If <48h and high value: require supervisor approval	Approval workflow triggered
	Verify requester is ticket owner (purchaser)	Non-owner request blocked

Feature: E10-F4: Emergency Ticket Printing

Status	Task	Verification
	Implement GET /admin/tickets/{id}/print endpoint	Returns printable format
	Include QR code in print output	QR code present
	Add "EMERGENCY REPRINT" watermark	Watermark visible
	Log print event with agent_id and reason	PrintLog record created
	Track duplicate prints with warning	Subsequent prints show warning

Last Updated: January 2026