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- README.md reescrito con instrucciones detalladas para principiantes y expertos
  * Tabla de contenidos con 14 secciones
  * Inicio rápido con Docker (Windows, Linux, macOS)
  * Configuración de variables de entorno con explicaciones
  * Sección de desarrollo local sin Docker
  * Comandos útiles (Docker, Alembic, calidad de código, testing)
  * Solución de problemas extensa (puertos, módulos, tenant, migraciones, Node.js)
  * Historial de versiones

- Fix: conflicto de puertos cuando ambos frontends corren en local
  * frontend-internal/vite.config.js: usa PORT=3001 por defecto (3000 en Docker)
  * frontend-internal/package.json: dev script sin puerto hardcodeado
  * docker-compose.yml: frontend-internal recibe PORT=3000 como variable de env

README.legacy.md

@@ -0,0 +1,178 @@
+# ServiceManagerWeb - Mesa de Ayuda B2B
+
+Sistema multi-tenant de Mesa de Ayuda/Soporte Técnico empresarial para Aduanasoft.
+
+## Arquitectura
+
+- **Frontend**: SvelteKit + TypeScript (portal clientes + panel interno)
+- **Backend**: Python FastAPI + Pydantic v2 
+- **Workers**: Celery + Redis (notificaciones, SLAs, jobs)
+- **BD**: PostgreSQL + Alembic migrations
+- **Auth**: JWT + Refresh tokens + 2FA opcional (TOTP)
+- **Infra**: Docker Compose local, preparado para producción
+
+## Estructura del Monorepo
+
+```
+ServiceManagerWeb/
+├── backend/               # FastAPI app
+├── frontend-client/       # SvelteKit app para clientes
+├── frontend-internal/     # SvelteKit app para staff interno
+├── workers/              # Celery tasks
+├── db/                   # Migrations y esquemas
+├── docker/               # Dockerfiles específicos
+├── docs/                 # Documentación adicional
+├── scripts/              # Scripts de desarrollo/despliegue
+├── docker-compose.yml    # Orquestación completa
+└── .env.example          # Variables de entorno
+```
+
+## Stack Tecnológico
+
+### Backend (Python)
+- FastAPI (async)
+- Pydantic v2
+- SQLAlchemy 2.0 (async)
+- Alembic (migrations)
+- Argon2 (hashing passwords)
+- PyJWT
+- Celery + Redis
+
+### Frontend (JavaScript/TypeScript)
+- SvelteKit
+- TypeScript
+- TailwindCSS
+- shadcn/ui o similar
+- Zod (validación)
+
+### Infraestructura
+- PostgreSQL 15+
+- Redis 7+
+- Docker & Docker Compose
+- Nginx (reverse proxy)
+
+## Dominios del Sistema
+
+1. **Auth**: Usuarios, roles, permisos, 2FA
+2. **Tenants**: Multi-tenancy, organizaciones
+3. **Tickets**: Gestión de tickets, estados, SLAs
+4. **Notifications**: Email, plantillas, logs
+5. **Audit**: Bitácora de acciones
+
+## Roles de Usuario
+
+### Internos (Staff)
+- `ADMIN`: Control total del sistema
+- `SUPPORT_MANAGER`: Gestión de equipos y SLAs
+- `AGENT`: Atención de tickets
+- `AUDITOR`: Solo lectura para auditoría
+
+### Clientes
+- `CLIENT_ADMIN`: Gestión de organización cliente
+- `CLIENT_USER`: Creación y seguimiento de tickets
+
+## Quick Start
+
+```bash
+# Clonar y configurar
+git clone <repo>
+cd ServiceManagerWeb
+cp .env.example .env
+
+# Levantar servicios
+docker-compose up -d
+
+# Verificar estado
+docker-compose ps
+```
+
+## URLs por Defecto
+
+- Frontend Clientes: http://localhost:3000
+- Frontend Interno: http://localhost:3001  
+- API Backend: http://localhost:8000
+- API Docs: http://localhost:8000/docs
+- Adminer (DB): http://localhost:8080
+
+## Scripts de Desarrollo
+
+```bash
+# Backend
+cd backend
+python -m uvicorn app.main:app --reload --port 8000
+
+# Frontend Cliente
+cd frontend-client
+npm run dev -- --port 3000
+
+# Frontend Interno  
+cd frontend-internal
+npm run dev -- --port 3001
+
+# Workers
+cd workers
+celery -A app.worker worker --loglevel=info
+celery -A app.worker beat --loglevel=info
+```
+
+## Testing
+
+```bash
+# Backend tests
+cd backend
+pytest
+
+# Frontend tests
+cd frontend-client
+npm test
+cd ../frontend-internal
+npm test
+```
+
+## Troubleshooting
+
+### Error 500 en Login / Proxy Error
+
+**Síntoma**: Error 500 al intentar hacer login, o error de proxy de Vite "connect ECONNREFUSED".
+
+**Causa**: Configuración incorrecta de la comunicación entre servicios de Docker.
+
+**Solución**:
+1. En desarrollo con Docker, los servicios usan nombres de servicio (no `localhost`)
+2. Verificar `vite.config.js`: el proxy debe apuntar a `http://backend:8000`
+3. Verificar `docker-compose.yml`: `PUBLIC_API_URL` debe ser `http://backend:8000`
+4. Después de cambios, reiniciar contenedor: `docker-compose restart frontend-internal`
+
+**Nota**: Para desarrollo local sin Docker, cambiar el proxy a `http://localhost:8000`.
+
+### Tenant Slug Incorrecto
+
+**Síntoma**: Error de autenticación incluso con credenciales correctas.
+
+**Causa**: El `tenant_slug` en el login no coincide con los tenants en la BD.
+
+**Solución**:
+1. Verificar tenants existentes: `docker exec servicemanager-backend python check_tenants.py`
+2. Actualizar el tenant_slug en el código de login
+3. Tenants por defecto: `aduanasoft-demo`, `test-tenant`
+
+### Credenciales de Prueba
+
+```
+Email: admin@aduanasoft.com
+Password: admin123
+Tenant: aduanasoft-demo
+Role: ADMIN
+```
+
+## Contribución
+
+1. Fork del proyecto
+2. Crear feature branch (`git checkout -b feature/nueva-funcionalidad`)
+3. Commit cambios (`git commit -am 'Agregar nueva funcionalidad'`)
+4. Push a branch (`git push origin feature/nueva-funcionalidad`)
+5. Crear Pull Request
+
+## Licencia
+
+Propietario - Aduanasoft © 2026

README.md

@@ -1,178 +1,755 @@
-# ServiceManagerWeb - Mesa de Ayuda B2B
+# ServiceManagerWeb — Mesa de Ayuda B2B
 
-Sistema multi-tenant de Mesa de Ayuda/Soporte Técnico empresarial para Aduanasoft.
+> **Versión actual:** v1.15.1 — Módulo de reportes implementado
+>
+> Sistema multi-tenant de Mesa de Ayuda / Soporte Técnico empresarial desarrollado para Aduanasoft.
+> Arquitectura Modular Monolith con Clean Architecture, preparado para escalar a microservicios.
 
-## Arquitectura
+---
 
-- **Frontend**: SvelteKit + TypeScript (portal clientes + panel interno)
-- **Backend**: Python FastAPI + Pydantic v2 
-- **Workers**: Celery + Redis (notificaciones, SLAs, jobs)
-- **BD**: PostgreSQL + Alembic migrations
-- **Auth**: JWT + Refresh tokens + 2FA opcional (TOTP)
-- **Infra**: Docker Compose local, preparado para producción
+## Tabla de Contenidos
 
-## Estructura del Monorepo
+1. [Requisitos previos](#requisitos-previos)
+2. [Inicio rápido con Docker (recomendado)](#inicio-rápido-con-docker-recomendado)
+3. [Configuración de variables de entorno](#configuración-de-variables-de-entorno)
+4. [Cargar datos de prueba](#cargar-datos-de-prueba)
+5. [URLs y puertos por defecto](#urls-y-puertos-por-defecto)
+6. [Credenciales de prueba](#credenciales-de-prueba)
+7. [Desarrollo local sin Docker](#desarrollo-local-sin-docker)
+8. [Arquitectura del proyecto](#arquitectura-del-proyecto)
+9. [Roles y permisos](#roles-y-permisos)
+10. [Comandos útiles](#comandos-útiles)
+11. [Pruebas (testing)](#pruebas-testing)
+12. [Solución de problemas](#solución-de-problemas)
+13. [Contribución](#contribución)
+14. [Historial de versiones](#historial-de-versiones)
+
+---
+
+## Requisitos previos
+
+Antes de clonar el proyecto, asegúrate de tener instalado:
+
+| Herramienta | Versión mínima | Descarga |
+|-------------|---------------|---------|
+| **Git** | 2.x | https://git-scm.com/downloads |
+| **Docker Desktop** | 24.x | https://www.docker.com/products/docker-desktop |
+| **Docker Compose** | v2.x (incluido en Docker Desktop) | — |
+
+> **Nota para desarrolladores que quieran editar código localmente (sin Docker):**
+> también necesitarás Python 3.11+ y Node.js 18+. Ver sección
+> [Desarrollo local sin Docker](#desarrollo-local-sin-docker).
+
+### Verificar que Docker esté corriendo
+
+```bash
+docker --version        # Debe mostrar Docker version 24.x o superior
+docker compose version  # Debe mostrar Docker Compose version v2.x
+```
+
+Si `docker compose version` falla, prueba `docker-compose --version` (versión standalone).
+
+---
+
+## Inicio rápido con Docker (recomendado)
+
+Este es el método más simple y funciona igual en **Windows, Linux y macOS**.
+Solo necesitas Docker Desktop instalado y corriendo.
+
+### Paso 1 — Clonar el repositorio
+
+```bash
+git clone https://git.aduanasoft.com/ADUANASOFT/service_manager.git
+cd service_manager
+```
+
+### Paso 2 — Crear el archivo de variables de entorno
+
+**Linux / macOS:**
+```bash
+cp .env.example .env
+```
+
+**Windows (PowerShell):**
+```powershell
+Copy-Item .env.example .env
+```
+
+**Windows (CMD):**
+```cmd
+copy .env.example .env
+```
+
+> **Importante:** El archivo `.env` nunca se sube a git (está en `.gitignore`).
+> Para desarrollo local los valores del `.env.example` funcionan sin cambios.
+> En producción **debes** generar claves secretas únicas (ver sección de variables de entorno).
+
+### Paso 3 — Levantar todos los servicios
+
+```bash
+docker compose up -d
+```
+
+Este comando descarga las imágenes, construye los contenedores e inicia todo el stack.
+La primera vez tarda entre 3 y 8 minutos dependiendo de la conexión a internet.
+
+> **Alternativa con herramientas de desarrollo** (Adminer, MailHog, Redis Commander):
+> ```bash
+> docker compose --profile dev up -d
+> ```
+
+### Paso 4 — Verificar que todo esté funcionando
+
+```bash
+docker compose ps
+```
+
+Deberías ver todos los servicios con estado `Up` o `healthy`:
+
+```
+NAME                            STATUS
+servicemanager-db               Up (healthy)
+servicemanager-redis            Up (healthy)
+servicemanager-backend          Up (healthy)
+servicemanager-worker           Up
+servicemanager-beat             Up
+servicemanager-client-frontend  Up
+servicemanager-internal-...     Up
+servicemanager-nginx            Up
+```
+
+Si algún servicio muestra `Exit` o `Restarting`, revisa la sección
+[Solución de problemas](#solución-de-problemas).
+
+### Paso 5 — Cargar datos de ejemplo (opcional pero recomendado)
+
+```bash
+docker exec servicemanager-backend python /scripts/seed_data.py
+```
+
+Esto crea el tenant de demostración, categorías, usuarios y tickets de prueba.
+
+### ¡Listo! Abre el navegador
+
+| Aplicación | URL |
+|------------|-----|
+| Portal de clientes | http://localhost:3000 |
+| Panel interno (staff) | http://localhost:3001 |
+| API REST | http://localhost:8000 |
+| Documentación API (Swagger) | http://localhost:8000/docs |
+| Documentación API (ReDoc) | http://localhost:8000/redoc |
+| Health check | http://localhost:8000/health |
+
+> **Con perfil dev** activo también tendrás:
+> - Adminer (gestor visual de PostgreSQL): http://localhost:8080
+> - MailHog (pruebas de email): http://localhost:8025
+> - Redis Commander (inspector de Redis): http://localhost:8081
+
+---
+
+## Configuración de variables de entorno
+
+El archivo `.env` controla todo el comportamiento de la aplicación.
+Copia `.env.example` como `.env` y revisa los valores siguientes:
+
+### Variables críticas
+
+| Variable | Descripción | Valor por defecto (dev) |
+|----------|-------------|-------------------------|
+| `SECRET_KEY` | Clave secreta general de Flask/FastAPI | _(cambiar en producción)_ |
+| `JWT_SECRET_KEY` | Clave para firmar tokens JWT | _(cambiar en producción)_ |
+| `DATABASE_URL` | Cadena de conexión a PostgreSQL | `postgresql+asyncpg://servicemanager:...@postgres:5432/servicemanager` |
+| `REDIS_URL` | URL de conexión a Redis | `redis://redis:6379/0` |
+| `ENVIRONMENT` | Entorno actual | `development` |
+| `DEBUG` | Modo debug (muestra errores detallados) | `true` |
+
+### Generar claves seguras para producción
+
+**Linux / macOS:**
+```bash
+openssl rand -base64 32   # Genera SECRET_KEY
+openssl rand -base64 32   # Genera JWT_SECRET_KEY
+```
+
+**Windows (PowerShell):**
+```powershell
+[Convert]::ToBase64String((1..32 | ForEach-Object { Get-Random -Maximum 256 }))
+```
+
+> **Advertencia:** Nunca uses las claves del `.env.example` en producción.
+> Cambiar las claves en producción invalida todas las sesiones activas.
+
+### Desarrollo local vs Docker
+
+En `.env.example` las URLs apuntan a nombres de servicio Docker (`postgres`, `redis`, `backend`).
+Si ejecutas el backend directamente en tu máquina (sin Docker), cambia:
+
+```dotenv
+# Para desarrollo local sin Docker:
+DATABASE_URL=postgresql+asyncpg://servicemanager:servicemanager123@localhost:5432/servicemanager
+REDIS_URL=redis://localhost:6379/0
+CELERY_BROKER_URL=redis://localhost:6379/0
+```
+
+---
+
+## Cargar datos de prueba
+
+El script `seed_data.py` crea datos iniciales en la base de datos.
+
+**Con Docker (recomendado):**
+```bash
+docker exec servicemanager-backend python /scripts/seed_data.py
+```
+
+**Sin Docker:**
+```bash
+cd backend
+python ../scripts/seed_data.py
+```
+
+El script crea:
+- Tenant de demostración: `aduanasoft-demo`
+- Categorías de tickets (Soporte Técnico, Facturación, Incidentes Críticos, etc.)
+- Sistemas registrados
+- Usuarios de prueba con distintos roles
+
+---
+
+## URLs y puertos por defecto
+
+| Servicio | Puerto | Descripción |
+|----------|--------|-------------|
+| Frontend Clientes | **3000** | Portal para usuarios clientes |
+| Frontend Interno | **3001** | Panel para staff (agentes, admins) |
+| Backend API | **8000** | FastAPI — endpoints REST |
+| PostgreSQL | **5432** | Base de datos (no exponer en producción) |
+| Redis | **6379** | Cache y broker Celery (no exponer en producción) |
+| Nginx | **80** | Reverse proxy |
+| Adminer *(perfil dev)* | **8080** | GUI para PostgreSQL |
+| MailHog *(perfil dev)* | **8025** | Capturador de emails en desarrollo |
+| Redis Commander *(perfil dev)* | **8081** | GUI para Redis |
+
+### ¿Conflicto de puertos?
+
+Si algún puerto ya está en uso en tu máquina, edita `docker-compose.yml` y cambia
+el número **izquierdo** del mapeo `host:container`. Por ejemplo, para backend en el 8080:
+
+```yaml
+ports:
+  - "8080:8000"   # ahora accesible en localhost:8080
+```
+
+---
+
+## Credenciales de prueba
+
+Después de ejecutar el seed, puedes iniciar sesión con:
+
+| Campo | Valor |
+|-------|-------|
+| Email | `admin@aduanasoft.com` |
+| Contraseña | `admin123` |
+| Tenant | `aduanasoft-demo` |
+| Rol | `ADMIN` |
+
+> Otros usuarios creados por el seed tienen el mismo sufijo de contraseña (`123`).
+> Revisa `scripts/seed_data.py` para ver la lista completa.
+
+---
+
+## Desarrollo local sin Docker
+
+Útil cuando necesitas depurar el código con breakpoints o acelerar el ciclo de desarrollo.
+Requiere que **PostgreSQL y Redis sí corran en Docker** (o instalación nativa).
+
+### Requisitos adicionales
+
+| Herramienta | Versión | Descarga |
+|------------|---------|---------|
+| Python | 3.11 o 3.12 | https://www.python.org/downloads/ |
+| Node.js (con npm) | 18 LTS | https://nodejs.org/ |
+| pip | incluido con Python | — |
+
+### Iniciar solo la base de datos y Redis
+
+```bash
+docker compose up -d postgres redis
+```
+
+### Backend (FastAPI)
+
+```bash
+cd backend
+
+# Crear entorno virtual (solo la primera vez)
+python -m venv ../.venv
+
+# Activar entorno virtual
+# Linux / macOS:
+source ../.venv/bin/activate
+# Windows (PowerShell):
+..\.venv\Scripts\Activate.ps1
+# Windows (CMD):
+..\.venv\Scripts\activate.bat
+
+# Instalar dependencias (solo la primera vez o cuando cambie requirements.txt)
+pip install -r requirements.txt
+
+# Ejecutar migraciones de base de datos
+alembic upgrade head
+
+# Iniciar servidor de desarrollo
+uvicorn app.main:app --reload --host 0.0.0.0 --port 8000
+```
+
+> Si `uvicorn` no se encuentra, asegúrate de que el entorno virtual está activado
+> (`(.venv)` debe aparecer en tu terminal).
+
+### Frontend Clientes
+
+```bash
+cd frontend-client
+
+# Instalar dependencias (solo la primera vez)
+npm install
+
+# Iniciar servidor de desarrollo en puerto 3000
+npm run dev
+```
+
+### Frontend Interno (staff)
+
+```bash
+cd frontend-internal
+
+# Instalar dependencias (solo la primera vez)
+npm install
+
+# Iniciar servidor de desarrollo en puerto 3001
+npm run dev
+```
+
+> Los dos frontends tienen puertos distintos (3000 y 3001) para que no haya conflicto
+> cuando corren al mismo tiempo.
+
+### Workers Celery (opcional en desarrollo)
+
+Necesario solo si desarrollas funcionalidades de notificaciones o SLAs automáticos.
+
+```bash
+cd workers
+
+# Activar el mismo entorno virtual del backend:
+# Linux / macOS:
+source ../.venv/bin/activate
+# Windows:
+..\.venv\Scripts\Activate.ps1
+
+pip install -r requirements.txt
+
+# Worker principal
+celery -A app.celery worker --loglevel=info
+
+# Scheduler de tareas periódicas (en otra terminal)
+celery -A app.celery beat --loglevel=info --schedule=/tmp/celerybeat-schedule
+```
+
+---
+
+## Arquitectura del proyecto
 
 ```
 ServiceManagerWeb/
-├── backend/               # FastAPI app
-├── frontend-client/       # SvelteKit app para clientes
-├── frontend-internal/     # SvelteKit app para staff interno
-├── workers/              # Celery tasks
-├── db/                   # Migrations y esquemas
-├── docker/               # Dockerfiles específicos
-├── docs/                 # Documentación adicional
-├── scripts/              # Scripts de desarrollo/despliegue
-├── docker-compose.yml    # Orquestación completa
-└── .env.example          # Variables de entorno
+├── backend/                    # Aplicación FastAPI (Python 3.11)
+│   ├── app/
+│   │   ├── main.py             # Punto de entrada, lifespan, middlewares
+│   │   ├── api/v1/
+│   │   │   ├── router.py       # Registro de todos los routers
+│   │   │   └── endpoints/      # Endpoints REST por dominio
+│   │   ├── core/               # Config, seguridad, base de datos, caché
+│   │   ├── models/             # Modelos SQLAlchemy (ORM)
+│   │   ├── services/           # Lógica de negocio
+│   │   └── middleware/         # Tenant context, Correlation ID
+│   ├── migrations/             # Migraciones Alembic
+│   ├── tests/                  # Pruebas backend
+│   └── requirements.txt        # Dependencias Python
+│
+├── frontend-client/            # Portal de clientes (SvelteKit + TypeScript)
+│   └── src/routes/             # Páginas: login, tickets, perfil
+│
+├── frontend-internal/          # Panel de staff (SvelteKit + TypeScript)
+│   └── src/routes/             # Páginas: dashboard, tickets, reportes, auditoría
+│
+├── workers/                    # Tareas asíncronas Celery
+│   └── app/tasks/              # email_tasks.py, sla_tasks.py, etc.
+│
+├── docker/                     # Dockerfiles y configuración Nginx
+├── db/                         # schema.sql inicial
+├── docs/                       # Documentación técnica adicional
+├── scripts/                    # seed_data.py, setup-dev.sh, etc.
+├── docker-compose.yml          # Orquestación completa
+└── .env.example                # Plantilla de variables de entorno
 ```
 
-## Stack Tecnológico
+### Stack tecnológico
 
-### Backend (Python)
-- FastAPI (async)
-- Pydantic v2
-- SQLAlchemy 2.0 (async)
-- Alembic (migrations)
-- Argon2 (hashing passwords)
-- PyJWT
-- Celery + Redis
+**Backend:**  Python 3.11 · FastAPI · Pydantic v2 · SQLAlchemy 2.0 (async) · Alembic · Argon2 · PyJWT · Celery · Redis
 
-### Frontend (JavaScript/TypeScript)
-- SvelteKit
-- TypeScript
-- TailwindCSS
-- shadcn/ui o similar
-- Zod (validación)
+**Frontend:** Node.js 18 · SvelteKit · TypeScript · TailwindCSS · Zod
 
-### Infraestructura
-- PostgreSQL 15+
-- Redis 7+
-- Docker & Docker Compose
-- Nginx (reverse proxy)
+**Infraestructura:** PostgreSQL 15 · Redis 7 · Docker Compose · Nginx
 
-## Dominios del Sistema
+---
 
-1. **Auth**: Usuarios, roles, permisos, 2FA
-2. **Tenants**: Multi-tenancy, organizaciones
-3. **Tickets**: Gestión de tickets, estados, SLAs
-4. **Notifications**: Email, plantillas, logs
-5. **Audit**: Bitácora de acciones
+## Roles y permisos
 
-## Roles de Usuario
-
-### Internos (Staff)
-- `ADMIN`: Control total del sistema
-- `SUPPORT_MANAGER`: Gestión de equipos y SLAs
-- `AGENT`: Atención de tickets
-- `AUDITOR`: Solo lectura para auditoría
+### Personal interno (staff)
+| Rol | Descripción |
+|-----|-------------|
+| `ADMIN` | Control total del sistema |
+| `SUPPORT_MANAGER` | Gestión de equipos y configuración de SLAs |
+| `AGENT` | Atención y resolución de tickets |
+| `AUDITOR` | Solo lectura para revisiones y cumplimiento |
 
 ### Clientes
-- `CLIENT_ADMIN`: Gestión de organización cliente
-- `CLIENT_USER`: Creación y seguimiento de tickets
+| Rol | Descripción |
+|-----|-------------|
+| `CLIENT_ADMIN` | Gestión de su organización cliente |
+| `CLIENT_USER` | Creación y seguimiento de sus propios tickets |
 
-## Quick Start
+---
+
+## Comandos útiles
+
+### Docker Compose
 
 ```bash
-# Clonar y configurar
-git clone <repo>
-cd ServiceManagerWeb
-cp .env.example .env
+# Levantar todos los servicios (segundo plano)
+docker compose up -d
 
-# Levantar servicios
-docker-compose up -d
+# Levantar con herramientas de desarrollo
+docker compose --profile dev up -d
 
-# Verificar estado
-docker-compose ps
+# Ver logs en tiempo real de todos los servicios
+docker compose logs -f
+
+# Ver logs de un servicio específico
+docker compose logs -f backend
+docker compose logs -f frontend-internal
+
+# Detener todos los servicios (mantiene los datos)
+docker compose down
+
+# Detener Y borrar todos los volúmenes (¡borra la base de datos!)
+docker compose down -v
+
+# Reconstruir imagen de un servicio (después de cambiar Dockerfile o requirements)
+docker compose build backend
+docker compose up -d backend
+
+# Reiniciar un servicio
+docker compose restart backend
 ```
 
-## URLs por Defecto
-
-- Frontend Clientes: http://localhost:3000
-- Frontend Interno: http://localhost:3001  
-- API Backend: http://localhost:8000
-- API Docs: http://localhost:8000/docs
-- Adminer (DB): http://localhost:8080
-
-## Scripts de Desarrollo
+### Base de datos (Alembic)
 
 ```bash
-# Backend
+# Aplicar todas las migraciones pendientes
 cd backend
-python -m uvicorn app.main:app --reload --port 8000
+alembic upgrade head
 
-# Frontend Cliente
-cd frontend-client
-npm run dev -- --port 3000
+# Ver estado de migraciones
+alembic current
 
-# Frontend Interno  
-cd frontend-internal
-npm run dev -- --port 3001
+# Revertir última migración
+alembic downgrade -1
 
-# Workers
-cd workers
-celery -A app.worker worker --loglevel=info
-celery -A app.worker beat --loglevel=info
+# Crear nueva migración (después de modificar models/)
+alembic revision --autogenerate -m "nombre descriptivo del cambio"
+
+# Con Docker:
+docker exec servicemanager-backend alembic upgrade head
 ```
 
-## Testing
+### Calidad de código
 
 ```bash
-# Backend tests
 cd backend
+
+# Linter y auto-fix
+ruff check . --fix
+
+# Formateador
+black .
+
+# Verificación de tipos
+mypy .
+
+# Todo de una vez
+ruff check . --fix && black . && mypy .
+```
+
+---
+
+## Pruebas (testing)
+
+### Backend
+
+```bash
+cd backend
+
+# Ejecutar todas las pruebas
 pytest
 
-# Frontend tests
-cd frontend-client
-npm test
-cd ../frontend-internal
-npm test
+# Con cobertura detallada
+pytest --cov=app --cov-report=html
+
+# Abrir reporte de cobertura (Linux/macOS)
+open htmlcov/index.html
+# Windows
+start htmlcov/index.html
+
+# Prueba específica
+pytest tests/test_auth.py -v
+
+# Con Docker
+docker exec servicemanager-backend pytest -v --cov=app
 ```
 
-## Troubleshooting
-
-### Error 500 en Login / Proxy Error
-
-**Síntoma**: Error 500 al intentar hacer login, o error de proxy de Vite "connect ECONNREFUSED".
-
-**Causa**: Configuración incorrecta de la comunicación entre servicios de Docker.
-
-**Solución**:
-1. En desarrollo con Docker, los servicios usan nombres de servicio (no `localhost`)
-2. Verificar `vite.config.js`: el proxy debe apuntar a `http://backend:8000`
-3. Verificar `docker-compose.yml`: `PUBLIC_API_URL` debe ser `http://backend:8000`
-4. Después de cambios, reiniciar contenedor: `docker-compose restart frontend-internal`
-
-**Nota**: Para desarrollo local sin Docker, cambiar el proxy a `http://localhost:8000`.
-
-### Tenant Slug Incorrecto
-
-**Síntoma**: Error de autenticación incluso con credenciales correctas.
-
-**Causa**: El `tenant_slug` en el login no coincide con los tenants en la BD.
-
-**Solución**:
-1. Verificar tenants existentes: `docker exec servicemanager-backend python check_tenants.py`
-2. Actualizar el tenant_slug en el código de login
-3. Tenants por defecto: `aduanasoft-demo`, `test-tenant`
-
-### Credenciales de Prueba
+### Frontend
 
+```bash
+cd frontend-internal   # o frontend-client
+npm test               # Ejecutar una vez
+npm run test:watch     # Modo observador
 ```
-Email: admin@aduanasoft.com
-Password: admin123
-Tenant: aduanasoft-demo
-Role: ADMIN
+
+---
+
+## Solución de problemas
+
+### El backend no inicia — error en `DATABASE_URL`
+
+**Síntoma:** El contenedor `servicemanager-backend` reinicia continuamente.
+
+**Causa frecuente:** El archivo `.env` no existe o tiene `DATABASE_URL` apuntando a `localhost`
+en lugar del nombre del servicio Docker `postgres`.
+
+**Solución:**
+```bash
+# Verificar que .env existe
+ls .env   # Linux/macOS
+dir .env  # Windows
+
+# Si no existe, crearlo
+cp .env.example .env     # Linux/macOS
+Copy-Item .env.example .env  # Windows PowerShell
+
+# Verificar el valor correcto en .env:
+# DATABASE_URL=postgresql+asyncpg://servicemanager:servicemanager123@postgres:5432/servicemanager
+#                                                                      ^^^^^^^
+#                                                          Nombre de servicio Docker, NO localhost
 ```
 
+---
+
+### Error 500 en login / "connect ECONNREFUSED"
+
+**Síntoma:** El frontend muestra error 500 al hacer login, o la consola del navegador
+muestra `ECONNREFUSED 127.0.0.1:8000`.
+
+**Causa:** El proxy de Vite no encuentra el backend.
+
+**Solución en Docker:** El proxy ya está configurado para usar `PUBLIC_API_URL`.
+Verifica en `docker-compose.yml` que `frontend-internal` y `frontend-client` tienen:
+```yaml
+environment:
+  - PUBLIC_API_URL=http://backend:8000
+```
+Después reinicia:
+```bash
+docker compose restart frontend-internal frontend-client
+```
+
+**Solución en desarrollo local:** Asegúrate de que el backend está corriendo:
+```bash
+curl http://localhost:8000/health
+# Debe responder: {"status": "ok", ...}
+```
+
+---
+
+### El frontend-internal y frontend-client usan el mismo puerto localmente
+
+**Síntoma:** Al correr ambos frontends sin Docker, uno de los dos falla
+con `Port 3000 is already in use`.
+
+**Solución:** 
+- `frontend-client` → usa el puerto **3000** (por defecto con `npm run dev`)
+- `frontend-internal` → usa el puerto **3001** (configurado en `vite.config.js`)
+
+Nunca hay conflicto si los iniciaste con `npm run dev` en cada carpeta por separado.
+Si aún hay conflicto, mata el proceso en ese puerto:
+
+```bash
+# Linux / macOS
+lsof -ti:3000 | xargs kill -9
+
+# Windows (PowerShell)
+Get-Process -Id (Get-NetTCPConnection -LocalPort 3000).OwningProcess | Stop-Process -Force
+```
+
+---
+
+### El tenant slug es incorrecto al hacer login
+
+**Síntoma:** Login falla con "credenciales inválidas" aunque el email y contraseña son correctos.
+
+**Causa:** El campo `tenant_slug` no corresponde a ningún tenant en la base de datos.
+
+**Solución:**
+```bash
+# Ver los tenants disponibles
+docker exec servicemanager-backend python -c "
+import asyncio
+from sqlalchemy.ext.asyncio import create_async_engine, AsyncSession
+from sqlalchemy import text
+import os
+async def main():
+    engine = create_async_engine(os.environ['DATABASE_URL'])
+    async with AsyncSession(engine) as s:
+        result = await s.execute(text('SELECT slug, name FROM tenants'))
+        for row in result:
+            print(row)
+asyncio.run(main())
+"
+```
+Tenant por defecto (después del seed): **`aduanasoft-demo`**
+
+---
+
+### Puerto ocupado — cambiar puertos de los servicios
+
+Edita `docker-compose.yml` y modifica **solo el número izquierdo** del mapeo de puertos:
+
+```yaml
+# Ejemplo: mover el backend al puerto 9000
+backend:
+  ports:
+    - "9000:8000"   # accesible en localhost:9000
+
+# Ejemplo: mover el frontend al puerto 4000
+frontend-client:
+  ports:
+    - "4000:3000"   # accesible en localhost:4000
+```
+
+---
+
+### Migraciones fallidas — `alembic upgrade head` da error
+
+```bash
+# Verificar el estado actual
+docker exec servicemanager-backend alembic current
+
+# Si hay conflicto, hacer downgrade hasta la base y volver a subir
+docker exec servicemanager-backend alembic downgrade base
+docker exec servicemanager-backend alembic upgrade head
+```
+
+---
+
+### Módulo Python no encontrado (`ModuleNotFoundError`)
+
+**Con Docker:** El módulo no está en `requirements.txt` o la imagen no fue reconstruida.
+```bash
+# Reconstruir la imagen del backend
+docker compose build backend
+docker compose up -d backend
+```
+
+**Local:** El entorno virtual no está activado.
+```bash
+# Verificar que el venv está activo (debe aparecer (.venv) en el prompt)
+which python   # Linux/macOS — debe apuntar a .venv/
+# Windows:
+where python   # debe apuntar a .venv\Scripts\python.exe
+```
+
+---
+
+### `npm: command not found` o versión de Node incorrecta
+
+```bash
+node --version   # Debe ser v18.x o superior
+npm --version    # Debe ser 9.x o superior
+```
+
+Si Node no está instalado, descárgalo desde https://nodejs.org/ (elige "LTS").
+
+En macOS con Homebrew:
+```bash
+brew install node@18
+```
+
+En Linux (Ubuntu/Debian):
+```bash
+curl -fsSL https://deb.nodesource.com/setup_18.x | sudo -E bash -
+sudo apt-get install -y nodejs
+```
+
+---
+
+### `docker-compose` no se reconoce como comando
+
+En versiones modernas de Docker Desktop, el comando es `docker compose` (con espacio, sin guion).
+Si tienes instalación separada de Docker Compose v1, usa `docker-compose` (con guion).
+
+---
+
+### Logs de los contenedores
+
+```bash
+# Ver qué está fallando
+docker compose logs backend --tail=50
+docker compose logs frontend-internal --tail=50
+docker compose logs postgres --tail=20
+```
+
+---
+
 ## Contribución
 
-1. Fork del proyecto
-2. Crear feature branch (`git checkout -b feature/nueva-funcionalidad`)
-3. Commit cambios (`git commit -am 'Agregar nueva funcionalidad'`)
-4. Push a branch (`git push origin feature/nueva-funcionalidad`)
-5. Crear Pull Request
+1. Haz fork del proyecto
+2. Crea una rama de funcionalidad: `git checkout -b feature/nombre-funcionalidad`
+3. Realiza tus cambios siguiendo las convenciones del proyecto
+4. Ejecuta las pruebas: `pytest` y el linter: `ruff check .`
+5. Haz commit con un mensaje descriptivo: `git commit -m "feat: agregar exportación a CSV"`
+6. Sube tu rama: `git push origin feature/nombre-funcionalidad`
+7. Abre un Pull Request hacia `main`
+
+### Convenciones de nombres
+
+- **Modelos**: `PascalCase` → `User`, `Ticket`, `TenantOrganization`
+- **Endpoints (URL)**: `kebab-case` → `/api/v1/user-management/`
+- **Componentes Svelte**: `PascalCase.svelte` → `TicketCard.svelte`
+- **Stores**: `camelCase` → `ticketStore.ts`
+
+---
+
+## Historial de versiones
+
+| Versión | Descripción |
+|---------|-------------|
+| **v1.15.1** | Módulo de reportes implementado |
+| v1.14.x | Mejoras al módulo de auditoría |
+| v1.13.x | Sistema de SLAs automático |
+| v1.12.x | Notificaciones por email |
+| v1.0.0 | MVP inicial — tickets, tenants, autenticación |
+
+---
 
 ## Licencia
 
-Propietario - Aduanasoft © 2026
+Propietario — Aduanasoft © 2026. Todos los derechos reservados.

backend/README.md

@@ -56,6 +56,22 @@ backend/
 - [x] TOTP 2FA implementation
 - [x] Validation con Pydantic v2
 
+### Rate limiting (login)
+
+El endpoint `/{API_VERSION}/auth/login` incluye rate limiting (best-effort) usando Redis:
+
+- Por IP: limita intentos totales por ventana
+- Por identidad: limita por `(tenant_id, email)` por ventana
+
+Responde `429 Too Many Requests` con header `Retry-After`.
+
+Variables de entorno (ver `app/core/config.py`):
+
+- `RATE_LIMIT_ENABLED` (default: `true`)
+- `LOGIN_RATE_LIMIT_WINDOW_SECONDS` (default: `300`)
+- `LOGIN_RATE_LIMIT_IP_MAX_ATTEMPTS` (default: `30`)
+- `LOGIN_RATE_LIMIT_ID_MAX_ATTEMPTS` (default: `10`)
+
 ## Quick Start
 
 ```bash
@@ -157,8 +173,8 @@ Ver `.env.example` para todas las variables disponibles.
 - [x] CORS restrictivo
 - [x] Input validation con Pydantic
 - [x] SQL injection protection (SQLAlchemy)
-- [x] Rate limiting (TODO: implementar)
-- [x] File upload validation (TODO: implementar)
+- [x] Rate limiting (login)
+- [x] File upload validation (extensión + firma básica + tamaño + streaming)
 - [x] XSS protection (headers en nginx)
 
 ## Próximos pasos

backend/add_participant.py

@@ -0,0 +1,48 @@
+import asyncio
+from app.core.database import AsyncSessionLocal, Base, engine
+from app.models.ticket import Ticket
+from sqlalchemy import String, ForeignKey, UniqueConstraint
+from sqlalchemy.orm import Mapped, mapped_column, relationship
+from app.core.database import GUID
+import uuid
+
+# Agregar modelo al archivo ticket.py
+new_model = '''
+
+class TicketParticipant(Base):
+    """Participantes asignados a un ticket"""
+    __tablename__ = "ticket_participants"
+
+    ticket_id: Mapped[uuid.UUID] = mapped_column(
+        GUID(),
+        ForeignKey("tickets.id", ondelete="CASCADE"),
+        nullable=False
+    )
+    user_id: Mapped[uuid.UUID] = mapped_column(
+        GUID(),
+        ForeignKey("users.id", ondelete="CASCADE"),
+        nullable=False
+    )
+    role: Mapped[str] = mapped_column(String(50), nullable=False, default="participant")
+
+    ticket: Mapped["Ticket"] = relationship("Ticket", back_populates="participants")
+    user: Mapped["User"] = relationship("User")
+
+    __table_args__ = (
+        UniqueConstraint("ticket_id", "user_id", name="uq_ticket_participant"),
+    )
+
+    def __repr__(self):
+        return f"<TicketParticipant(ticket={self.ticket_id}, user={self.user_id})>"
+'''
+
+with open("/app/app/models/ticket.py", "r") as f:
+    content = f.read()
+
+if "TicketParticipant" in content:
+    print("Ya existe TicketParticipant")
+else:
+    content += new_model
+    with open("/app/app/models/ticket.py", "w") as f:
+        f.write(content)
+    print("OK: TicketParticipant agregado")

backend/add_relation.py

@@ -0,0 +1,21 @@
+with open("/app/app/models/ticket.py", "r") as f:
+    content = f.read()
+
+old = '    def __repr__(self) -> str:\n        return f"<Ticket(id={self.id}, number=\'{self.ticket_number}\', status={self.status})>"'
+new = '''    participants: Mapped[list["TicketParticipant"]] = relationship(
+        "TicketParticipant",
+        back_populates="ticket",
+        cascade="all, delete-orphan"
+    )
+
+    def __repr__(self) -> str:
+        return f"<Ticket(id={self.id}, number=\'{self.ticket_number}\', status={self.status})>"'''
+
+if old in content:
+    content = content.replace(old, new)
+    print("OK: relacion participants agregada")
+else:
+    print("ERROR: bloque no encontrado")
+
+with open("/app/app/models/ticket.py", "w") as f:
+    f.write(content)

backend/app/api/deps.py

@@ -1,4 +1,6 @@
+from typing import Optional
 from fastapi import Depends, HTTPException, status
+from starlette.requests import Request
 from fastapi.security import OAuth2PasswordBearer
 from jose import jwt, JWTError
 from sqlalchemy.ext.asyncio import AsyncSession
@@ -14,9 +16,51 @@ from app.models.tenant import Tenant
 settings = get_settings()
 
 # Esquema OAuth2 centralizado — auth.py importa desde aquí
-oauth2_scheme = OAuth2PasswordBearer(tokenUrl=f"/{settings.API_VERSION}/auth/login")
+# Soporta: 1) Authorization: Bearer header (Swagger/API clients)
+#           2) Cookie access_token HttpOnly (apps web)
+_bearer_scheme = OAuth2PasswordBearer(
+    tokenUrl=f"/{settings.API_VERSION}/auth/login",
+    auto_error=False,
+)
+
+
+async def oauth2_scheme(
+    request: Request,
+    bearer_token: Optional[str] = Depends(_bearer_scheme),
+) -> str:
+    """Extrae JWT desde header Authorization (prioridad) o cookie del frontend correcto.
+    
+    Usa el header X-App para seleccionar la cookie:
+      - X-App: internal  → solo 'internal_access_token'
+      - X-App: client    → solo 'client_access_token'
+      - sin header       → prueba ambas (compatibilidad con Swagger/CLI)
+    """
+    if bearer_token:
+        return bearer_token
+
+    app_hint = request.headers.get("X-App", "").lower()
+    if app_hint == "internal":
+        token = request.cookies.get("internal_access_token")
+    elif app_hint == "client":
+        token = request.cookies.get("client_access_token")
+    else:
+        # Fallback para Swagger, tests y clientes sin header
+        token = (
+            request.cookies.get("internal_access_token")
+            or request.cookies.get("client_access_token")
+        )
+
+    if not token:
+        raise HTTPException(
+            status_code=status.HTTP_401_UNAUTHORIZED,
+            detail="Not authenticated",
+            headers={"WWW-Authenticate": "Bearer"},
+        )
+    return token
+
 
 async def get_current_user(
+    request: Request,
     token: str = Depends(oauth2_scheme),
     db: AsyncSession = Depends(get_db)
 ) -> User:
@@ -43,6 +87,16 @@ async def get_current_user(
         
     if not user.is_active:
         raise HTTPException(status_code=400, detail="Inactive user")
+
+    # Enforce that tenant header (if present) matches the authenticated user's tenant.
+    # Roles globales (is_global) pueden operar en cualquier tenant → omitir chequeo.
+    # Roles de cliente (is_client) deben coincidir con su propio tenant.
+    request_tenant_id = getattr(getattr(request, "state", None), "tenant_id", None)
+    if request_tenant_id and not user.role.is_global and str(user.tenant_id) != str(request_tenant_id):
+        raise HTTPException(
+            status_code=status.HTTP_403_FORBIDDEN,
+            detail="Tenant header does not match authenticated user",
+        )
         
     return user
 

backend/app/api/schemas/auth.py

@@ -1,7 +1,7 @@
 """
 Auth Schemas - ServiceManagerWeb
 
-Pydantic schemas para autenticación y autorización.
+Pydantic schemas para autenticación y autorización.
 """
 
 from pydantic import BaseModel, EmailStr
@@ -12,7 +12,7 @@ class LoginRequest(BaseModel):
     """Schema para solicitud de login."""
     email: EmailStr
     password: str
-    tenant_slug: str
+    tenant_slug: Optional[str] = None
     totp_code: Optional[str] = None
 
 
@@ -53,28 +53,28 @@ class TwoFactorSetupResponse(BaseModel):
 
 
 class TwoFactorEnableRequest(BaseModel):
-    """Código TOTP para confirmar y activar 2FA."""
+    """Código TOTP para confirmar y activar 2FA."""
     totp_code: str
 
 
 class TwoFactorEnableResponse(BaseModel):
-    """Resultado al habilitar 2FA: incluye los códigos de respaldo."""
+    """Resultado al habilitar 2FA: incluye los códigos de respaldo."""
     enabled: bool
     backup_codes: List[str]
 
 
 class TwoFactorDisableRequest(BaseModel):
-    """Deshabilitar 2FA verificando con TOTP o código de respaldo."""
+    """Deshabilitar 2FA verificando con TOTP o código de respaldo."""
     totp_code: Optional[str] = None
     backup_code: Optional[str] = None
 
 
 # ============================================================
-# Cambio de contraseña
+# Cambio de contraseña
 # ============================================================
 
 class ChangePasswordRequest(BaseModel):
-    """Schema para cambio de contraseña del usuario autenticado."""
+    """Schema para cambio de contraseña del usuario autenticado."""
     current_password: str
     new_password: str
 
@@ -82,15 +82,15 @@ class ChangePasswordRequest(BaseModel):
 
 
 # ============================================================
-# Recuperación de contraseña
+# Recuperación de contraseña
 # ============================================================
 
 class ForgotPasswordRequest(BaseModel):
-    """Solicitar enlace de reseteo de contraseña por email."""
+    """Solicitar enlace de reseteo de contraseña por email."""
     email: EmailStr
 
 
 class ResetPasswordRequest(BaseModel):
-    """Aplicar nueva contraseña usando token de reseteo."""
+    """Aplicar nueva contraseña usando token de reseteo."""
     token: str
     new_password: str

backend/app/api/schemas/category.py

@@ -11,13 +11,14 @@ import uuid
 
 
 class CategoryCreate(BaseModel):
-    """Schema para crear categoría. No incluye tenant_id (se asigna automáticamente)."""
+    """Schema para crear categoría. tenant_id opcional para ADMIN global."""
     name: str
     description: Optional[str] = None
     color: Optional[str] = None
     sla_response_hours: int = 24
     sla_resolution_hours: int = 72
     auto_assign_to: Optional[uuid.UUID] = None
+    tenant_id: Optional[uuid.UUID] = None
 
 
 class CategoryUpdate(BaseModel):

backend/app/api/schemas/issue.py

@@ -0,0 +1,53 @@
+"""Schemas para TicketIssue"""
+from pydantic import BaseModel, field_validator
+from typing import Optional, List
+from datetime import datetime
+import uuid
+
+
+class TaggedUserBasic(BaseModel):
+    id: uuid.UUID
+    full_name: str
+    email: str
+
+    class Config:
+        from_attributes = True
+
+
+class IssueCreate(BaseModel):
+    content: str
+    priority: str = "MEDIUM"
+    tagged_user_ids: List[uuid.UUID] = []
+
+    @field_validator("priority")
+    @classmethod
+    def validate_priority(cls, v: str) -> str:
+        valid = {"LOW", "MEDIUM", "HIGH", "URGENT"}
+        if v.upper() not in valid:
+            raise ValueError(f"priority debe ser uno de: {valid}")
+        return v.upper()
+
+    @field_validator("content")
+    @classmethod
+    def validate_content(cls, v: str) -> str:
+        if not v.strip():
+            raise ValueError("content no puede estar vacío")
+        return v.strip()
+
+
+class IssueResponse(BaseModel):
+    id: uuid.UUID
+    ticket_id: uuid.UUID
+    tenant_id: uuid.UUID
+    content: str
+    priority: str
+    created_by: uuid.UUID
+    created_by_name: str
+    tagged_users: List[TaggedUserBasic] = []
+    attachment_filename: Optional[str] = None
+    attachment_mime_type: Optional[str] = None
+    created_at: datetime
+    updated_at: datetime
+
+    class Config:
+        from_attributes = True

backend/app/api/schemas/reports.py

@@ -0,0 +1,227 @@
+"""
+Reports Schemas - ServiceManagerWeb
+
+Schemas de respuesta para el módulo de reportes y estadísticas.
+"""
+
+from pydantic import BaseModel, ConfigDict
+from typing import Optional, List, Dict, Any
+from datetime import datetime
+
+
+# ===================================
+# RESUMEN GENERAL
+# ===================================
+
+class TicketsByStatus(BaseModel):
+    """Conteo de tickets agrupado por estado"""
+    new: int = 0
+    triage: int = 0
+    in_progress: int = 0
+    waiting_customer: int = 0
+    resolved: int = 0
+    closed: int = 0
+    reopened: int = 0
+    total: int = 0
+
+
+class TicketsByPriority(BaseModel):
+    """Conteo de tickets agrupado por prioridad"""
+    low: int = 0
+    medium: int = 0
+    high: int = 0
+    urgent: int = 0
+    total: int = 0
+
+
+class ReportSummaryResponse(BaseModel):
+    """Resumen ejecutivo del período seleccionado"""
+    period_start: datetime
+    period_end: datetime
+    generated_at: datetime
+
+    # Totales del período
+    total_tickets: int
+    open_tickets: int         # Tickets sin resolver
+    resolved_tickets: int     # Tickets resueltos o cerrados
+    avg_resolution_hours: Optional[float]   # Promedio de horas para resolver
+    avg_first_response_hours: Optional[float]  # Promedio de horas para primera respuesta
+
+    # Satisfacción del cliente
+    avg_rating: Optional[float]   # Promedio de calificación (1-5)
+    total_rated: int              # Cuántos tickets tienen calificación
+
+    # Desglose por estado y prioridad
+    by_status: TicketsByStatus
+    by_priority: TicketsByPriority
+
+    # Comparación vs período anterior
+    tickets_change_pct: Optional[float]    # % cambio vs período anterior
+    resolution_change_pct: Optional[float] # % cambio en tasa de resolución
+
+    model_config = ConfigDict(from_attributes=True)
+
+
+# ===================================
+# RENDIMIENTO POR AGENTE
+# ===================================
+
+class AgentReportRow(BaseModel):
+    """Estadísticas de un agente específico"""
+    agent_id: str
+    agent_name: str
+    agent_email: str
+    total_assigned: int       # Total asignados en el período
+    resolved: int             # Cuántos resolvió
+    open: int                 # Cuántos siguen abiertos
+    resolution_rate: float    # Porcentaje de resolución (0-100)
+    avg_resolution_hours: Optional[float]  # Promedio de horas para resolver
+    avg_rating: Optional[float]            # Calificación promedio (1-5)
+    total_rated: int                       # Cuántos tickets calificaron al agente
+    urgent_handled: int                    # Urgentes atendidos
+
+
+class AgentReportResponse(BaseModel):
+    """Reporte de rendimiento por agente"""
+    period_start: datetime
+    period_end: datetime
+    generated_at: datetime
+    agents: List[AgentReportRow]
+    total_agents: int
+
+    model_config = ConfigDict(from_attributes=True)
+
+
+# ===================================
+# TICKETS POR CATEGORÍA
+# ===================================
+
+class CategoryReportRow(BaseModel):
+    """Estadísticas de una categoría"""
+    category_id: str
+    category_name: str
+    total_tickets: int
+    open_tickets: int
+    resolved_tickets: int
+    avg_resolution_hours: Optional[float]
+    sla_response_hours: int     # SLA configurado para respuesta
+    sla_resolution_hours: int   # SLA configurado para resolución
+    sla_compliance_pct: float   # % de tickets que cumplieron SLA de resolución
+
+
+class CategoryReportResponse(BaseModel):
+    """Reporte de tickets agrupado por categoría"""
+    period_start: datetime
+    period_end: datetime
+    generated_at: datetime
+    categories: List[CategoryReportRow]
+    uncategorized_count: int
+
+    model_config = ConfigDict(from_attributes=True)
+
+
+# ===================================
+# TICKETS POR CLIENTE (TENANT)
+# ===================================
+
+class ClientReportRow(BaseModel):
+    """Estadísticas de un cliente (tenant)"""
+    tenant_id: str
+    tenant_name: str
+    total_tickets: int
+    open_tickets: int
+    resolved_tickets: int
+    urgent_tickets: int
+    avg_resolution_hours: Optional[float]
+    avg_rating: Optional[float]
+    last_ticket_at: Optional[datetime]
+
+
+class ClientReportResponse(BaseModel):
+    """Reporte de tickets agrupado por cliente — solo ADMIN"""
+    period_start: datetime
+    period_end: datetime
+    generated_at: datetime
+    clients: List[ClientReportRow]
+    total_clients: int
+
+    model_config = ConfigDict(from_attributes=True)
+
+
+# ===================================
+# TENDENCIAS (TICKETS EN EL TIEMPO)
+# ===================================
+
+class TrendDataPoint(BaseModel):
+    """Un punto de datos en la línea de tendencia"""
+    date: str          # Formato YYYY-MM-DD
+    created: int       # Tickets creados ese día
+    resolved: int      # Tickets resueltos ese día
+    net_open: int      # Diferencia: creados - resueltos
+
+
+class TrendsReportResponse(BaseModel):
+    """Evolución de tickets día a día"""
+    period_start: datetime
+    period_end: datetime
+    generated_at: datetime
+    data_points: List[TrendDataPoint]
+    total_days: int
+
+    model_config = ConfigDict(from_attributes=True)
+
+
+# ===================================
+# SATISFACCIÓN DEL CLIENTE (CSAT)
+# ===================================
+
+class CSATDistribution(BaseModel):
+    """Distribución de calificaciones 1-5"""
+    rating_1: int = 0
+    rating_2: int = 0
+    rating_3: int = 0
+    rating_4: int = 0
+    rating_5: int = 0
+
+
+class CSATReportResponse(BaseModel):
+    """Reporte de satisfacción del cliente"""
+    period_start: datetime
+    period_end: datetime
+    generated_at: datetime
+    avg_rating: Optional[float]
+    total_rated: int
+    total_tickets: int
+    response_rate: float        # % de tickets que recibieron calificación
+    distribution: CSATDistribution
+    by_category: List[Dict[str, Any]]   # Promedio por categoría
+    by_agent: List[Dict[str, Any]]      # Promedio por agente
+    recent_comments: List[Dict[str, Any]] = []  # Últimos comentarios de calificación
+
+    model_config = ConfigDict(from_attributes=True)
+
+
+# ===================================
+# TICKETS POR SISTEMA AFECTADO
+# ===================================
+
+class SystemReportRow(BaseModel):
+    """Estadísticas de un sistema afectado"""
+    system_id: str
+    system_name: str
+    total_tickets: int
+    open_tickets: int
+    resolved_tickets: int
+    urgent_tickets: int
+    avg_resolution_hours: Optional[float]
+
+
+class SystemReportResponse(BaseModel):
+    """Reporte de tickets agrupado por sistema afectado"""
+    period_start: datetime
+    period_end: datetime
+    generated_at: datetime
+    systems: List[SystemReportRow]
+    no_system_count: int   # Tickets sin sistema asignado
+
+    model_config = ConfigDict(from_attributes=True)

backend/app/api/schemas/ticket.py

@@ -4,8 +4,8 @@ Ticket Schemas - ServiceManagerWeb
 Pydantic schemas para gestión de tickets y comentarios.
 """
 
-from pydantic import BaseModel, ConfigDict
-from typing import Optional
+from pydantic import BaseModel, ConfigDict, model_validator
+from typing import Optional, Literal
 from datetime import datetime
 
 
@@ -15,7 +15,23 @@ class TicketCreate(BaseModel):
     description: str
     category_id: Optional[str] = None
     affected_system_id: Optional[str] = None
-    priority: str = "MEDIUM"
+    priority: Literal["LOW", "MEDIUM", "HIGH", "URGENT"] = "MEDIUM"
+    contact_email: Optional[str] = None
+    contact_phone: Optional[str] = None
+
+    @model_validator(mode="before")
+    @classmethod
+    def _accept_legacy_fields(cls, data):
+        if not isinstance(data, dict):
+            return data
+
+        if "subject" not in data and "title" in data:
+            data["subject"] = data["title"]
+
+        if "affected_system_id" not in data and "system_id" in data:
+            data["affected_system_id"] = data["system_id"]
+
+        return data
 
 
 class TicketUpdate(BaseModel):
@@ -39,9 +55,15 @@ class TicketResponse(BaseModel):
     status: str
     priority: str
     category_id: Optional[str] = None
+    category_name: Optional[str] = None
     affected_system_id: Optional[str] = None
+    system_id: Optional[str] = None
+    affected_system_name: Optional[str] = None
+    contact_email: Optional[str] = None
+    contact_phone: Optional[str] = None
     created_by: str
     assigned_to: Optional[str] = None
+    assigned_to_name: Optional[str] = None
     created_at: datetime
     updated_at: datetime
     sla_response_due: Optional[datetime] = None

backend/app/api/v1/audit_helpers.py

@@ -1,8 +1,34 @@
-"""Helper functions for audit endpoints"""
+"""
+Audit Helpers - ServiceManagerWeb
+===================================
+Funciones auxiliares reutilizables para los endpoints de auditoría.
+
+Este archivo contiene:
+  - audit_log_to_dict:           Convierte un modelo AuditLog a diccionario
+  - apply_tenant_filter:         Aplica filtro de tenant según permisos
+  - get_count_stat:              Cuenta registros con filtros opcionales (CORREGIDO)
+  - get_top_items:               Obtiene los items más frecuentes
+  - detect_mass_deletions:       Detecta eliminaciones masivas sospechosas
+  - detect_brute_force:          Detecta ataques de fuerza bruta
+  - detect_privilege_escalation: Detecta escaladas de privilegios
+
+CORRECCIÓN APLICADA en get_count_stat:
+  La columna created_at en PostgreSQL es 'timestamp with time zone' (TIMESTAMPTZ),
+  lo que significa que almacena y devuelve fechas CON información de timezone (+00).
+
+  El bug era que se comparaba un datetime naive (sin timezone) contra una columna
+  TIMESTAMPTZ. PostgreSQL no puede comparar ambos tipos directamente, por lo que
+  el filtro se ignoraba silenciosamente y los tres contadores devolvían el mismo
+  valor (el total histórico completo sin ningún filtro de fecha).
+
+  La solución es garantizar que TODAS las fechas que se usen en queries tengan
+  timezone info (aware datetime en UTC) usando _ensure_aware_utc().
+"""
+
 from sqlalchemy import select, func, and_, or_, desc
 from sqlalchemy.ext.asyncio import AsyncSession
 from typing import Optional, Dict, List
-from datetime import datetime
+from datetime import datetime, timezone
 import uuid
 
 from app.models.audit import AuditLog
@@ -10,8 +36,18 @@ from app.models.user import User, UserRole
 from app.models.tenant import Tenant
 
 
+# =============================================================================
+# CONVERSIÓN DE MODELOS
+# =============================================================================
+
 def audit_log_to_dict(log: AuditLog) -> dict:
-    """Convierte AuditLog a diccionario de respuesta"""
+    """
+    Convierte un objeto AuditLog de SQLAlchemy a un diccionario plano
+    compatible con los schemas de respuesta de Pydantic.
+
+    Incluye los datos del usuario relacionado si están cargados
+    (requiere que la query use selectinload(AuditLog.user)).
+    """
     log_dict = {
         "id": log.id,
         "tenant_id": log.tenant_id,
@@ -19,203 +55,463 @@ def audit_log_to_dict(log: AuditLog) -> dict:
         "action": log.action,
         "resource_type": log.resource_type,
         "resource_id": log.resource_id,
+        # ip_address puede ser un objeto especial de PostgreSQL, convertir a string
         "ip_address": str(log.ip_address) if log.ip_address else None,
         "user_agent": log.user_agent,
         "correlation_id": log.correlation_id,
         "old_values": log.old_values,
         "new_values": log.new_values,
+        # extra_metadata evita conflicto con la palabra reservada 'metadata'
         "metadata": log.extra_metadata,
         "created_at": log.created_at,
         "action_display": log.action_display,
+        # Campos del usuario (se llenan abajo si la relación está cargada)
         "user_email": None,
-        "user_name": None
+        "user_name": None,
+        "user_role": None,
     }
-    
+
+    # Solo agregar datos del usuario si la relación fue cargada en la query
     if log.user:
         log_dict["user_email"] = log.user.email
         log_dict["user_name"] = log.user.full_name
-        log_dict["user_role"] = log.user.role.value if hasattr(log.user.role, 'value') else str(log.user.role)
-    
+        # El rol puede ser un Enum de Python o un string, manejar ambos casos
+        log_dict["user_role"] = (
+            log.user.role.value
+            if hasattr(log.user.role, 'value')
+            else str(log.user.role)
+        )
+
     return log_dict
 
 
-def apply_tenant_filter(query, current_user: User, current_tenant: Tenant, all_tenants: bool = False, specific_tenant_id: Optional[uuid.UUID] = None):
-    """Aplica filtro de tenant según permisos del usuario"""
+# =============================================================================
+# FILTRO DE MULTI-TENANCY
+# =============================================================================
+
+def apply_tenant_filter(
+    query,
+    current_user: User,
+    current_tenant: Tenant,
+    all_tenants: bool = False,
+    specific_tenant_id: Optional[uuid.UUID] = None
+):
+    """
+    Aplica el filtro de tenant a una query de SQLAlchemy según los
+    permisos del usuario actual.
+
+    Reglas:
+    - ADMIN y SUPPORT_MANAGER pueden ver todos los tenants si
+      all_tenants=True, o filtrar por un tenant específico.
+    - Cualquier otro rol solo puede ver los datos de su propio tenant.
+    """
     can_see_all_tenants = current_user.role in [UserRole.ADMIN, UserRole.SUPPORT_MANAGER]
-    
+
     if all_tenants and can_see_all_tenants:
-        return query  # No filtrar por tenant
+        # Usuario privilegiado pidiendo ver todos los tenants → sin filtro
+        return query
     elif specific_tenant_id and can_see_all_tenants:
+        # Usuario privilegiado pidiendo un tenant específico
         return query.where(AuditLog.tenant_id == specific_tenant_id)
     else:
+        # Cualquier otro caso → solo ver el propio tenant
         return query.where(AuditLog.tenant_id == current_tenant.id)
 
 
-async def get_count_stat(db: AsyncSession, tenant_id: Optional[uuid.UUID] = None, 
-                        date_from: Optional[datetime] = None, action_filter=None) -> int:
-    """Obtiene estadística de conteo con filtros opcionales"""
+# =============================================================================
+# UTILIDAD DE FECHAS
+# =============================================================================
+
+def _ensure_aware_utc(dt: datetime) -> datetime:
+    """
+    Garantiza que un datetime tenga información de timezone en UTC.
+
+    PROBLEMA QUE RESUELVE:
+    La columna created_at en PostgreSQL es 'timestamp with time zone'
+    (TIMESTAMPTZ). Cuando se compara con un datetime naive (sin timezone),
+    PostgreSQL no puede hacer la comparación correctamente y el filtro
+    de fecha se ignora silenciosamente, devolviendo todos los registros
+    sin importar la fecha.
+
+    SOLUCIÓN:
+    Siempre convertir las fechas a aware UTC antes de usarlas en queries.
+
+    Casos que maneja:
+    - datetime naive (sin tzinfo):  agrega UTC como timezone
+    - datetime aware (con tzinfo):  convierte a UTC si es otra zona horaria
+
+    Ejemplos:
+        datetime(2026, 2, 24, 15, 0, 0)              → datetime(2026, 2, 24, 15, 0, 0, tzinfo=UTC)
+        datetime(2026, 2, 24, 9, 0, 0, tzinfo=CST)   → datetime(2026, 2, 24, 15, 0, 0, tzinfo=UTC)
+    """
+    if dt.tzinfo is None:
+        # Datetime naive → asumir que ya es UTC y agregarle timezone info
+        return dt.replace(tzinfo=timezone.utc)
+    else:
+        # Datetime aware → convertir a UTC (por si viene en otra zona horaria)
+        return dt.astimezone(timezone.utc)
+
+
+# =============================================================================
+# CONTADORES DE ESTADÍSTICAS
+# =============================================================================
+
+async def get_count_stat(
+    db: AsyncSession,
+    tenant_id: Optional[uuid.UUID] = None,
+    date_from: Optional[datetime] = None,
+    action_filter=None
+) -> int:
+    """
+    Cuenta registros de AuditLog con filtros opcionales.
+
+    Usado por get_audit_stats() para calcular:
+    - total_actions:      Sin date_from → cuenta todos los registros
+    - actions_today:      date_from = now - 24h → registros del día
+    - actions_this_week:  date_from = now - 7d  → registros de la semana
+
+    CORRECCIÓN: Las fechas se convierten a aware UTC con _ensure_aware_utc()
+    antes de usarlas en la query, para que sean compatibles con la columna
+    TIMESTAMPTZ de PostgreSQL y el filtro se aplique correctamente.
+
+    Args:
+        db:            Sesión de base de datos
+        tenant_id:     Si se especifica, filtra por ese tenant
+        date_from:     Si se especifica, solo cuenta registros desde esa fecha
+        action_filter: Condición SQLAlchemy adicional opcional
+
+    Returns:
+        Número entero de registros que cumplen los filtros
+    """
     query = select(func.count()).select_from(AuditLog)
-    
+
     if tenant_id:
         query = query.where(AuditLog.tenant_id == tenant_id)
+
     if date_from:
-        query = query.where(AuditLog.created_at >= date_from)
+        # CORRECCIÓN: convertir a aware UTC para compatibilidad con TIMESTAMPTZ
+        # Sin esto, el filtro se ignora y los tres contadores son idénticos
+        date_from_aware = _ensure_aware_utc(date_from)
+        query = query.where(AuditLog.created_at >= date_from_aware)
+
     if action_filter is not None:
         query = query.where(action_filter)
-    
+
     result = await db.execute(query)
     return result.scalar() or 0
 
 
-async def get_top_items(db: AsyncSession, field, tenant_id: Optional[uuid.UUID] = None, 
-                       limit: int = 5, join_user: bool = False) -> Dict[str, int]:
-    """Obtiene top items por campo con conteo"""
+# =============================================================================
+# ITEMS MÁS FRECUENTES
+# =============================================================================
+
+async def get_top_items(
+    db: AsyncSession,
+    field,
+    tenant_id: Optional[uuid.UUID] = None,
+    limit: int = 5,
+    join_user: bool = False
+) -> Dict[str, int]:
+    """
+    Obtiene los valores más frecuentes de un campo, ordenados por conteo.
+
+    Ejemplos de uso:
+    - get_top_items(db, AuditLog.action, ...)        → {"ticket.create": 45}
+    - get_top_items(db, AuditLog.resource_type, ...) → {"ticket": 60}
+    - get_top_items(db, None, ..., join_user=True)   → {"admin@empresa.com": 40}
+
+    Args:
+        db:         Sesión de base de datos
+        field:      Campo de AuditLog por el que agrupar
+        tenant_id:  Si se especifica, filtra por ese tenant
+        limit:      Máximo de resultados a devolver (por defecto 5)
+        join_user:  Si True, agrupa por email de usuario
+
+    Returns:
+        Diccionario {valor: conteo} ordenado de mayor a menor
+    """
     if join_user:
-        query = select(User.email, func.count(AuditLog.id).label('count')).join(User, AuditLog.user_id == User.id)
+        # Modo usuarios: hacer JOIN con tabla User y agrupar por email
+        query = (
+            select(User.email, func.count(AuditLog.id).label('count'))
+            .join(User, AuditLog.user_id == User.id)
+        )
     else:
+        # Modo campo: agrupar por el campo especificado
         query = select(field, func.count(AuditLog.id).label('count'))
-    
+
     if tenant_id:
         query = query.where(AuditLog.tenant_id == tenant_id)
-    
-    if not join_user:
-        query = query.group_by(field)
-    else:
+
+    if join_user:
         query = query.group_by(User.email)
-    
+    else:
+        query = query.group_by(field)
+
     query = query.order_by(desc('count')).limit(limit)
-    
+
     result = await db.execute(query)
     return {row[0]: row[1] for row in result}
 
 
+# =============================================================================
+# DETECTORES DE INCIDENTES DE SEGURIDAD
+# =============================================================================
+
 def detect_mass_deletions(logs: List[AuditLog], now: datetime) -> List[dict]:
-    """Detecta eliminaciones masivas de logs de auditoría"""
+    """
+    Detecta patrones de eliminación masiva agrupando por usuario y día.
+
+    Lógica:
+    - Agrupa todos los logs de eliminación por (usuario, día)
+    - Si un usuario eliminó >= 3 recursos en un día, genera un incidente
+    - La severidad escala según la cantidad:
+        - >= 3  eliminaciones → medium
+        - >= 5  eliminaciones → high
+        - >= 10 eliminaciones → critical
+
+    El estado del incidente es:
+    - "active":   si la última eliminación fue hace menos de 24 horas
+    - "resolved": si fue hace más de 24 horas
+    """
+    # Agrupar eliminaciones por usuario y día
     deletion_groups = {}
-    
+
     for log in logs:
         if not log.user:
             continue
-        
+
         key = f"{log.user.email}_{log.created_at.date()}"
+
         if key not in deletion_groups:
             deletion_groups[key] = {
-                'user': log.user.email, 'date': log.created_at.date(),
-                'count': 0, 'logs': [], 'first_seen': log.created_at, 'last_seen': log.created_at
+                'user': log.user.email,
+                'date': log.created_at.date(),
+                'count': 0,
+                'logs': [],
+                'first_seen': log.created_at,
+                'last_seen': log.created_at
             }
-        
+
         deletion_groups[key]['count'] += 1
         deletion_groups[key]['logs'].append(log)
         deletion_groups[key]['first_seen'] = min(deletion_groups[key]['first_seen'], log.created_at)
         deletion_groups[key]['last_seen'] = max(deletion_groups[key]['last_seen'], log.created_at)
-    
+
     incidents = []
+
     for key, group in deletion_groups.items():
-        if group['count'] >= 3:
-            severity = "critical" if group['count'] >= 10 else "high" if group['count'] >= 5 else "medium"
-            status = "active" if (now - group['last_seen']).days <= 1 else "resolved"
-            
-            incidents.append({
-                "id": f"mass_del_{key.replace('_', '-')}",
-                "title": f"Eliminaciones masivas - {group['user']}",
-                "description": f"{group['user']} eliminó {group['count']} elementos el {group['date']}",
-                "severity": severity,
-                "status": status,
-                "incident_type": "mass_deletion",
-                "affected_user": group['user'],
-                "source_ip": str(group['logs'][0].ip_address) if group['logs'][0].ip_address else None,
-                "evidence": [f"{log.action} - {log.resource_type} - {log.created_at.strftime('%H:%M:%S')}" for log in group['logs'][:5]],
-                "metadata": {
-                    "total_deletions": group['count'],
-                    "resource_types": list(set(log.resource_type for log in group['logs'])),
-                    "time_span_minutes": int((group['last_seen'] - group['first_seen']).total_seconds() / 60)
-                },
-                "created_at": group['first_seen'],
-                "updated_at": group['last_seen']
-            })
-    
+        if group['count'] < 3:
+            continue
+
+        if group['count'] >= 10:
+            severity = "critical"
+        elif group['count'] >= 5:
+            severity = "high"
+        else:
+            severity = "medium"
+
+        # Convertir ambas fechas a aware UTC para comparación segura
+        now_aware = _ensure_aware_utc(now)
+        last_seen_aware = _ensure_aware_utc(group['last_seen'])
+        hours_since_last = (now_aware - last_seen_aware).total_seconds() / 3600
+        incident_status = "active" if hours_since_last <= 24 else "resolved"
+
+        incidents.append({
+            "id": f"mass_del_{key.replace('_', '-')}",
+            "title": f"Eliminaciones masivas - {group['user']}",
+            "description": (
+                f"{group['user']} elimino {group['count']} elementos "
+                f"el {group['date']}"
+            ),
+            "severity": severity,
+            "status": incident_status,
+            "incident_type": "mass_deletion",
+            "affected_user": group['user'],
+            "source_ip": (
+                str(group['logs'][0].ip_address)
+                if group['logs'][0].ip_address
+                else None
+            ),
+            "evidence": [
+                f"{log.action} - {log.resource_type} - {log.created_at.strftime('%H:%M:%S')}"
+                for log in group['logs'][:5]
+            ],
+            "metadata": {
+                "total_deletions": group['count'],
+                "resource_types": list(set(log.resource_type for log in group['logs'])),
+                "time_span_minutes": int(
+                    (group['last_seen'] - group['first_seen']).total_seconds() / 60
+                )
+            },
+            "created_at": group['first_seen'],
+            "updated_at": group['last_seen']
+        })
+
     return incidents
 
 
 def detect_brute_force(logs: List[AuditLog], now: datetime) -> List[dict]:
-    """Detecta ataques de fuerza bruta de logs de login fallido"""
+    """
+    Detecta ataques de fuerza bruta agrupando intentos fallidos por IP.
+
+    Lógica:
+    - Agrupa todos los intentos fallidos de login por dirección IP
+    - Si una IP tiene >= 5 intentos, genera un incidente
+    - La severidad escala según la cantidad:
+        - >= 5  intentos → medium
+        - >= 10 intentos → high
+        - >= 20 intentos → critical
+
+    El estado del incidente es:
+    - "active":        si el último intento fue hace menos de 24 horas
+    - "investigating": si fue hace más de 24 horas
+    """
     ip_groups = {}
-    
+
     for log in logs:
         if not log.ip_address:
             continue
-        
+
         ip = str(log.ip_address)
+
         if ip not in ip_groups:
-            ip_groups[ip] = {'count': 0, 'logs': [], 'first_seen': log.created_at, 'last_seen': log.created_at, 'users': set()}
-        
+            ip_groups[ip] = {
+                'count': 0,
+                'logs': [],
+                'first_seen': log.created_at,
+                'last_seen': log.created_at,
+                'users': set()
+            }
+
         ip_groups[ip]['count'] += 1
         ip_groups[ip]['logs'].append(log)
         ip_groups[ip]['first_seen'] = min(ip_groups[ip]['first_seen'], log.created_at)
         ip_groups[ip]['last_seen'] = max(ip_groups[ip]['last_seen'], log.created_at)
+
         if log.user and log.user.email:
             ip_groups[ip]['users'].add(log.user.email)
-    
+
     incidents = []
+
     for ip, group in ip_groups.items():
-        if group['count'] >= 5:
-            severity = "critical" if group['count'] >= 20 else "high" if group['count'] >= 10 else "medium"
-            status = "active" if (now - group['last_seen']).total_seconds() <= 86400 else "investigating"
-            
-            incidents.append({
-                "id": f"brute_force_{ip.replace('.', '-')}",
-                "title": f"Posible ataque de fuerza bruta desde {ip}",
-                "description": f"Se detectaron {group['count']} intentos fallidos de login desde la IP {ip}",
-                "severity": severity,
-                "status": status,
-                "incident_type": "brute_force_attack",
-                "affected_user": ', '.join(list(group['users'])[:3]) if group['users'] else None,
-                "source_ip": ip,
-                "evidence": [f"Login fallido - {log.user.email if log.user else 'Unknown'} - {log.created_at.strftime('%H:%M:%S')}" for log in group['logs'][:5]],
-                "metadata": {
-                    "total_attempts": group['count'],
-                    "targeted_users": list(group['users']),
-                    "time_span_hours": int((group['last_seen'] - group['first_seen']).total_seconds() / 3600)
-                },
-                "created_at": group['first_seen'],
-                "updated_at": group['last_seen']
-            })
-    
+        if group['count'] < 5:
+            continue
+
+        if group['count'] >= 20:
+            severity = "critical"
+        elif group['count'] >= 10:
+            severity = "high"
+        else:
+            severity = "medium"
+
+        # Convertir ambas fechas a aware UTC para comparación segura
+        now_aware = _ensure_aware_utc(now)
+        last_seen_aware = _ensure_aware_utc(group['last_seen'])
+        seconds_since_last = (now_aware - last_seen_aware).total_seconds()
+        incident_status = "active" if seconds_since_last <= 86400 else "investigating"
+
+        incidents.append({
+            "id": f"brute_force_{ip.replace('.', '-')}",
+            "title": f"Posible ataque de fuerza bruta desde {ip}",
+            "description": (
+                f"Se detectaron {group['count']} intentos fallidos de "
+                f"login desde la IP {ip}"
+            ),
+            "severity": severity,
+            "status": incident_status,
+            "incident_type": "brute_force_attack",
+            "affected_user": (
+                ', '.join(list(group['users'])[:3])
+                if group['users']
+                else None
+            ),
+            "source_ip": ip,
+            "evidence": [
+                f"Login fallido - "
+                f"{log.user.email if log.user else 'Desconocido'} - "
+                f"{log.created_at.strftime('%H:%M:%S')}"
+                for log in group['logs'][:5]
+            ],
+            "metadata": {
+                "total_attempts": group['count'],
+                "targeted_users": list(group['users']),
+                "time_span_hours": int(
+                    (group['last_seen'] - group['first_seen']).total_seconds() / 3600
+                )
+            },
+            "created_at": group['first_seen'],
+            "updated_at": group['last_seen']
+        })
+
     return incidents
 
 
 def detect_privilege_escalation(logs: List[AuditLog]) -> List[dict]:
-    """Detecta escaladas de privilegios"""
-    role_hierarchy = {'CLIENT_USER': 1, 'CLIENT_ADMIN': 2, 'AGENT': 3, 'SUPPORT_MANAGER': 4, 'ADMIN': 5}
+    """
+    Detecta escaladas de privilegios comparando el rol anterior y nuevo.
+
+    Lógica:
+    - Analiza cada log de cambio de rol (user.update con campo 'role')
+    - Si el nuevo rol tiene más privilegios que el anterior, es sospechoso
+    - Cada cambio que represente una escalada genera un incidente
+
+    Jerarquía de roles (de menor a mayor privilegio):
+      CLIENT_USER(1) < CLIENT_ADMIN(2) < AGENT(3) < SUPPORT_MANAGER(4) < ADMIN(5)
+    """
+    role_hierarchy = {
+        'CLIENT_USER': 1,
+        'CLIENT_ADMIN': 2,
+        'AGENT': 3,
+        'SUPPORT_MANAGER': 4,
+        'ADMIN': 5
+    }
+
     incidents = []
-    
+
     for log in logs:
         if not log.user or not log.new_values or 'role' not in log.new_values:
             continue
-        
+
         old_role = log.old_values.get('role') if log.old_values else 'Unknown'
         new_role = log.new_values.get('role')
+
         old_level = role_hierarchy.get(old_role, 0)
         new_level = role_hierarchy.get(new_role, 0)
-        
-        if new_level > old_level:
-            incidents.append({
-                "id": f"priv_esc_{log.id}",
-                "title": f"Escalada de privilegios - {log.user.email}",
-                "description": f"Usuario {log.user.email} cambió de rol {old_role} a {new_role}",
-                "severity": "high" if new_role in ['ADMIN', 'SUPPORT_MANAGER'] else "medium",
-                "status": "investigating",
-                "incident_type": "privilege_escalation",
-                "affected_user": log.user.email,
-                "source_ip": str(log.ip_address) if log.ip_address else None,
-                "evidence": [f"Cambio de rol: {old_role} → {new_role} - {log.created_at.strftime('%Y-%m-%d %H:%M')}"],
-                "metadata": {
-                    "old_role": old_role,
-                    "new_role": new_role,
-                    "correlation_id": str(log.correlation_id) if log.correlation_id else None
-                },
-                "created_at": log.created_at,
-                "updated_at": log.created_at
-            })
-    
-    return incidents
+
+        # Solo generar incidente si el nuevo rol tiene MÁS privilegios
+        if new_level <= old_level:
+            continue
+
+        severity = "high" if new_role in ['ADMIN', 'SUPPORT_MANAGER'] else "medium"
+
+        incidents.append({
+            "id": f"priv_esc_{log.id}",
+            "title": f"Escalada de privilegios - {log.user.email}",
+            "description": (
+                f"Usuario {log.user.email} cambio de rol "
+                f"{old_role} a {new_role}"
+            ),
+            "severity": severity,
+            "status": "investigating",
+            "incident_type": "privilege_escalation",
+            "affected_user": log.user.email,
+            "source_ip": str(log.ip_address) if log.ip_address else None,
+            "evidence": [
+                f"Cambio de rol: {old_role} → {new_role} - "
+                f"{log.created_at.strftime('%Y-%m-%d %H:%M')}"
+            ],
+            "metadata": {
+                "old_role": old_role,
+                "new_role": new_role,
+                "correlation_id": (
+                    str(log.correlation_id)
+                    if log.correlation_id
+                    else None
+                )
+            },
+            "created_at": log.created_at,
+            "updated_at": log.created_at
+        })
+
+    return incidents

backend/app/api/v1/endpoints/audit.py

@@ -1,4 +1,29 @@
-"""Audit Endpoints - ServiceManagerWeb"""
+"""
+Audit Endpoints - ServiceManagerWeb
+====================================
+Este archivo maneja todos los endpoints de auditoría y seguridad.
+Rutas disponibles:
+  GET  /audit/                    → Lista de logs con filtros y paginación
+  GET  /audit/stats               → Estadísticas generales de auditoría
+  GET  /audit/{log_id}            → Detalle de un log específico
+  GET  /audit/security/analysis   → Análisis de amenazas en tiempo real
+  POST /audit/security/action     → Ejecutar acción de seguridad (bloquear IP, etc.)
+  GET  /audit/security/incidents  → Lista de incidentes detectados
+
+CORRECCIONES APLICADAS:
+  1. Todos los endpoints usan datetime.now(timezone.utc) para generar
+     fechas aware (con timezone info en UTC), compatibles con la columna
+     'timestamp with time zone' (TIMESTAMPTZ) de PostgreSQL.
+
+  2. audit_helpers.get_count_stat() convierte las fechas a aware UTC
+     con _ensure_aware_utc() antes de usarlas en queries, resolviendo
+     el bug donde los tres contadores (total, hoy, semana) devolvían
+     el mismo valor porque el filtro de fecha se ignoraba.
+
+  3. critical_actions_today usa los mismos umbrales que /security/incidents
+     para que el contador del dashboard coincida con la lista de detalles.
+"""
+
 from fastapi import APIRouter, Depends, HTTPException, status, Query
 from sqlalchemy.ext.asyncio import AsyncSession
 from sqlalchemy import select, func, and_, or_, desc
@@ -24,31 +49,83 @@ from app.api.v1.audit_helpers import (
     detect_mass_deletions, detect_brute_force, detect_privilege_escalation
 )
 
+# Instancia del router de FastAPI para este módulo
 router = APIRouter()
+
+# Logger estructurado para registrar eventos internos del sistema
 logger = structlog.get_logger(__name__)
 
+
+# =============================================================================
+# DEPENDENCIA DE AUTORIZACIÓN
+# =============================================================================
+
 def require_auditor_role(current_user: User = Depends(get_current_user)) -> User:
-    """Verifica que el usuario tenga rol de auditor"""
+    """
+    Dependencia reutilizable que verifica que el usuario tenga permisos
+    para ver logs de auditoría.
+
+    Solo pueden acceder los roles: ADMIN, SUPPORT_MANAGER, AUDITOR.
+    Si no tiene el rol correcto, lanza un error 403 Forbidden.
+    """
     if current_user.role not in [UserRole.ADMIN, UserRole.SUPPORT_MANAGER, UserRole.AUDITOR]:
-        raise HTTPException(status_code=status.HTTP_403_FORBIDDEN,
-            detail="Solo usuarios con rol ADMIN, SUPPORT_MANAGER o AUDITOR pueden acceder a logs de auditoría")
+        raise HTTPException(
+            status_code=status.HTTP_403_FORBIDDEN,
+            detail="Solo usuarios con rol ADMIN, SUPPORT_MANAGER o AUDITOR pueden acceder a logs de auditoría"
+        )
     return current_user
 
+
+# =============================================================================
+# ENDPOINT: LISTA DE LOGS DE AUDITORÍA
+# =============================================================================
+
 @router.get("/", response_model=AuditLogListResponse)
-async def get_audit_logs(page: int = Query(default=1, ge=1), per_page: int = Query(default=50, ge=1, le=100),
-    user_id: Optional[uuid.UUID] = Query(None), action: Optional[str] = Query(None),
-    resource_type: Optional[str] = Query(None), resource_id: Optional[uuid.UUID] = Query(None),
-    date_from: Optional[datetime] = Query(None), date_to: Optional[datetime] = Query(None),
-    search: Optional[str] = Query(None), tenant_id: Optional[uuid.UUID] = Query(None),
-    all_tenants: bool = Query(False), current_user: User = Depends(require_auditor_role),
-    current_tenant: Tenant = Depends(get_current_tenant), db: AsyncSession = Depends(get_db)):
-    """Obtener logs de auditoría con filtros y paginación"""
-    logger.info("Fetching audit logs", user_id=str(current_user.id), tenant_id=str(current_tenant.id),
-        filters={"user_id": str(user_id) if user_id else None, "action": action, "page": page, "all_tenants": all_tenants})
-    
+async def get_audit_logs(
+    # Paginación
+    page: int = Query(default=1, ge=1),
+    per_page: int = Query(default=50, ge=1, le=100),
+    # Filtros opcionales
+    user_id: Optional[uuid.UUID] = Query(None),
+    action: Optional[str] = Query(None),
+    resource_type: Optional[str] = Query(None),
+    resource_id: Optional[uuid.UUID] = Query(None),
+    date_from: Optional[datetime] = Query(None),
+    date_to: Optional[datetime] = Query(None),
+    search: Optional[str] = Query(None),
+    tenant_id: Optional[uuid.UUID] = Query(None),
+    all_tenants: bool = Query(False),
+    # Dependencias de autenticación y base de datos
+    current_user: User = Depends(require_auditor_role),
+    current_tenant: Tenant = Depends(get_current_tenant),
+    db: AsyncSession = Depends(get_db)
+):
+    """
+    Obtener el historial completo de logs de auditoría con filtros opcionales.
+
+    Soporta filtrar por usuario, tipo de acción, recurso afectado, fechas
+    y búsqueda de texto. También soporta ver logs de todos los tenants
+    si el usuario tiene permisos de ADMIN o SUPPORT_MANAGER.
+    """
+    logger.info(
+        "Obteniendo logs de auditoria",
+        user_id=str(current_user.id),
+        tenant_id=str(current_tenant.id),
+        filters={
+            "user_id": str(user_id) if user_id else None,
+            "action": action,
+            "page": page,
+            "all_tenants": all_tenants
+        }
+    )
+
+    # Construir la query base con relación al usuario que hizo la acción
     query = select(AuditLog).options(selectinload(AuditLog.user))
+
+    # Aplicar filtro de tenant según permisos del usuario
     query = apply_tenant_filter(query, current_user, current_tenant, all_tenants, tenant_id)
-    
+
+    # Aplicar filtros opcionales uno por uno
     if user_id:
         query = query.where(AuditLog.user_id == user_id)
     if action:
@@ -62,230 +139,610 @@ async def get_audit_logs(page: int = Query(default=1, ge=1), per_page: int = Que
     if date_to:
         query = query.where(AuditLog.created_at < date_to)
     if search:
+        # Búsqueda parcial en el campo "action" (ej: "ticket" encuentra "ticket.create")
         query = query.where(AuditLog.action.ilike(f"%{search}%"))
-    
+
+    # Ordenar por fecha descendente (más reciente primero)
     query = query.order_by(desc(AuditLog.created_at))
-    
+
+    # Contar total de registros para calcular páginas
     count_query = select(func.count()).select_from(query.subquery())
     total = (await db.execute(count_query)).scalar() or 0
-    
+
+    # Aplicar paginación
     offset = (page - 1) * per_page
     query = query.offset(offset).limit(per_page)
-    
+
+    # Ejecutar query y obtener resultados
     result = await db.execute(query)
     logs = result.scalars().all()
-    
+
+    # Calcular número total de páginas
     total_pages = (total + per_page - 1) // per_page
+
+    # Convertir modelos a schemas de respuesta
     logs_response = [AuditLogResponse(**audit_log_to_dict(log)) for log in logs]
-    
-    return AuditLogListResponse(logs=logs_response, total=total, page=page, per_page=per_page, total_pages=total_pages)
+
+    return AuditLogListResponse(
+        logs=logs_response,
+        total=total,
+        page=page,
+        per_page=per_page,
+        total_pages=total_pages
+    )
+
+
+# =============================================================================
+# ENDPOINT: ESTADÍSTICAS DE AUDITORÍA
+# =============================================================================
 
 @router.get("/stats", response_model=AuditLogStats)
-async def get_audit_stats(all_tenants: bool = Query(False), current_user: User = Depends(require_auditor_role),
-    current_tenant: Tenant = Depends(get_current_tenant), db: AsyncSession = Depends(get_db)):
-    """Obtener estadísticas de auditoría"""
+async def get_audit_stats(
+    all_tenants: bool = Query(False),
+    current_user: User = Depends(require_auditor_role),
+    current_tenant: Tenant = Depends(get_current_tenant),
+    db: AsyncSession = Depends(get_db)
+):
+    """
+    Obtener estadísticas resumidas de auditoría para el dashboard.
+
+    Incluye:
+    - Total de acciones registradas
+    - Acciones de las últimas 24 horas
+    - Acciones de los últimos 7 días
+    - Incidentes críticos detectados hoy (alineado con /security/incidents)
+    - Acciones más frecuentes
+    - Usuarios más activos
+    - Distribución por tipo de recurso
+    """
     can_see_all_tenants = current_user.role in [UserRole.ADMIN, UserRole.SUPPORT_MANAGER]
-    logger.info("Fetching audit stats", user_id=str(current_user.id), tenant_id=str(current_tenant.id),
-        all_tenants=all_tenants, can_see_all=can_see_all_tenants)
-    
+
+    logger.info(
+        "Obteniendo estadisticas de auditoria",
+        user_id=str(current_user.id),
+        tenant_id=str(current_tenant.id),
+        all_tenants=all_tenants,
+        can_see_all=can_see_all_tenants
+    )
+
+    # datetime.now(timezone.utc) genera un datetime aware en UTC,
+    # compatible con la columna TIMESTAMPTZ de PostgreSQL
     now = datetime.now(timezone.utc)
+
+    # Determinar si se debe filtrar por tenant o ver todos
     apply_tenant = not (all_tenants and can_see_all_tenants)
     tenant_filter = current_tenant.id if apply_tenant else None
-    
+
+    # ------------------------------------------------------------------
+    # CONTADORES GENERALES
+    # ------------------------------------------------------------------
+
+    # Total histórico de acciones (sin filtro de fecha)
     total_actions = await get_count_stat(db, tenant_filter)
+
+    # Acciones en las últimas 24 horas
+    # get_count_stat convierte internamente a aware UTC con _ensure_aware_utc()
     actions_today = await get_count_stat(db, tenant_filter, now - timedelta(days=1))
+
+    # Acciones en los últimos 7 días
     actions_this_week = await get_count_stat(db, tenant_filter, now - timedelta(days=7))
-    
+
+    # ------------------------------------------------------------------
+    # CONTADOR DE INCIDENTES CRÍTICOS
+    # ------------------------------------------------------------------
+    # Usa los mismos umbrales que los detectores de /security/incidents
+    # para que el número del dashboard sea consistente con la lista.
+    # ------------------------------------------------------------------
+
     today_start = now - timedelta(days=1)
-    critical_conditions = [
-        AuditLog.created_at >= today_start,
-        or_(AuditLog.action.like('%.delete'), AuditLog.action.like('user.update'),
-            AuditLog.action.like('%.assign'), AuditLog.action.in_(['user.login_failed', 'user.logout']))
-    ]
-    if apply_tenant:
-        critical_conditions.append(AuditLog.tenant_id == tenant_filter)
-    
-    critical_actions_today = (await db.execute(select(func.count()).select_from(AuditLog).where(and_(*critical_conditions)))).scalar() or 0
-    
+
+    # Contar intentos fallidos de login en las últimas 24 horas
+    failed_login_count = (await db.execute(
+        select(func.count()).select_from(AuditLog).where(
+            AuditLog.action == 'user.login_failed',
+            AuditLog.created_at >= today_start,
+            *([AuditLog.tenant_id == tenant_filter] if apply_tenant else [])
+        )
+    )).scalar() or 0
+
+    # Contar eliminaciones en las últimas 24 horas
+    deletion_count = (await db.execute(
+        select(func.count()).select_from(AuditLog).where(
+            AuditLog.action.like('%.delete'),
+            AuditLog.created_at >= today_start,
+            *([AuditLog.tenant_id == tenant_filter] if apply_tenant else [])
+        )
+    )).scalar() or 0
+
+    # Contar cambios de privilegios en las últimas 24 horas
+    privilege_count = (await db.execute(
+        select(func.count()).select_from(AuditLog).where(
+            AuditLog.action == 'user.update',
+            AuditLog.created_at >= today_start,
+            *([AuditLog.tenant_id == tenant_filter] if apply_tenant else [])
+        )
+    )).scalar() or 0
+
+    # Calcular número real de incidentes usando los mismos umbrales
+    # que los detectores en /security/incidents:
+    #   - Fuerza bruta:         incidente si hay >= 20 intentos fallidos
+    #   - Eliminación masiva:   incidente si hay >= 50 eliminaciones
+    #   - Escalada privilegios: incidente si hay >= 3 cambios de rol
+    critical_actions_today = sum([
+        1 if failed_login_count >= 20 else 0,
+        1 if deletion_count >= 50 else 0,
+        1 if privilege_count >= 3 else 0,
+    ])
+
+    # ------------------------------------------------------------------
+    # DATOS PARA GRÁFICAS Y TABLAS DEL DASHBOARD
+    # ------------------------------------------------------------------
+
+    # Top acciones más frecuentes (ej: "ticket.create", "user.login")
     top_actions = await get_top_items(db, AuditLog.action, tenant_filter)
+
+    # Distribución por tipo de recurso (ej: "ticket", "user", "tenant")
     by_resource_type = await get_top_items(db, AuditLog.resource_type, tenant_filter, limit=10)
+
+    # Usuarios más activos (hace join con tabla de usuarios)
     top_users = await get_top_items(db, None, tenant_filter, join_user=True)
-    
-    return AuditLogStats(total_actions=total_actions, actions_today=actions_today,
-        actions_this_week=actions_this_week, critical_actions_today=critical_actions_today,
-        top_actions=top_actions, top_users=top_users, by_resource_type=by_resource_type)
+
+    return AuditLogStats(
+        total_actions=total_actions,
+        actions_today=actions_today,
+        actions_this_week=actions_this_week,
+        critical_actions_today=critical_actions_today,
+        top_actions=top_actions,
+        top_users=top_users,
+        by_resource_type=by_resource_type
+    )
+
+
+# =============================================================================
+# ENDPOINT: DETALLE DE UN LOG ESPECÍFICO
+# =============================================================================
 
 @router.get("/{log_id}", response_model=AuditLogResponse)
-async def get_audit_log_detail(log_id: uuid.UUID, current_user: User = Depends(require_auditor_role),
-    current_tenant: Tenant = Depends(get_current_tenant), db: AsyncSession = Depends(get_db)):
-    """Obtener detalle de un log de auditoría"""
+async def get_audit_log_detail(
+    log_id: uuid.UUID,
+    current_user: User = Depends(require_auditor_role),
+    current_tenant: Tenant = Depends(get_current_tenant),
+    db: AsyncSession = Depends(get_db)
+):
+    """
+    Obtener el detalle completo de un log de auditoría por su ID.
+
+    Incluye información del usuario que realizó la acción, valores
+    anteriores y nuevos (para cambios), IP de origen, user agent, etc.
+
+    Retorna 404 si el log no existe o no pertenece al tenant del usuario.
+    """
+    # Buscar el log por ID incluyendo los datos del usuario relacionado
     query = select(AuditLog).where(AuditLog.id == log_id).options(selectinload(AuditLog.user))
+
+    # Aplicar filtro de tenant para garantizar aislamiento multi-tenant
     query = apply_tenant_filter(query, current_user, current_tenant)
-    
+
     result = await db.execute(query)
     log = result.scalar_one_or_none()
-    
+
     if not log:
-        raise HTTPException(status_code=status.HTTP_404_NOT_FOUND, detail=f"Audit log {log_id} not found")
-    
+        raise HTTPException(
+            status_code=status.HTTP_404_NOT_FOUND,
+            detail=f"Registro de auditoria {log_id} no encontrado"
+        )
+
     return AuditLogResponse(**audit_log_to_dict(log))
 
+
+# =============================================================================
+# ENDPOINT: ANÁLISIS DE SEGURIDAD EN TIEMPO REAL
+# =============================================================================
+
 @router.get("/security/analysis", response_model=SecurityAnalysisResponse)
-async def get_security_analysis(all_tenants: bool = Query(False), current_user: User = Depends(require_auditor_role),
-    current_tenant: Tenant = Depends(get_current_tenant), db: AsyncSession = Depends(get_db)):
-    """Análisis de seguridad basado en logs de auditoría"""
-    logger.info("Security analysis requested", user_id=str(current_user.id), tenant_id=str(current_tenant.id))
-    
+async def get_security_analysis(
+    hours: int = Query(default=24, ge=1, le=720),
+    all_tenants: bool = Query(False),
+    current_user: User = Depends(require_auditor_role),
+    current_tenant: Tenant = Depends(get_current_tenant),
+    db: AsyncSession = Depends(get_db)
+):
+    """
+    Analizar los logs de auditoría para detectar patrones sospechosos.
+
+    Detecta tres tipos de amenazas:
+    1. Fuerza bruta:         Muchos intentos fallidos de login desde las mismas IPs
+    2. Eliminación masiva:   Gran cantidad de registros eliminados en poco tiempo
+    3. Escalada privilegios: Cambios de roles sospechosos en usuarios
+
+    Calcula un nivel de riesgo general (low/medium/high/critical) y
+    devuelve recomendaciones de acción.
+    """
+    logger.info(
+        "Analisis de seguridad solicitado",
+        user_id=str(current_user.id),
+        tenant_id=str(current_tenant.id),
+        hours=hours
+    )
+
+    # aware UTC para compatibilidad con TIMESTAMPTZ de PostgreSQL
     now = datetime.now(timezone.utc)
-    analysis_start = now - timedelta(hours=24)
-    
-    query = select(AuditLog).where(AuditLog.created_at >= analysis_start).options(selectinload(AuditLog.user))
+    analysis_start = now - timedelta(hours=hours)
+
+    query = (
+        select(AuditLog)
+        .where(AuditLog.created_at >= analysis_start)
+        .options(selectinload(AuditLog.user))
+    )
     query = apply_tenant_filter(query, current_user, current_tenant, all_tenants)
-    
+
     result = await db.execute(query)
     logs = result.scalars().all()
-    
+
+    # ------------------------------------------------------------------
+    # CONTADORES DE EVENTOS SOSPECHOSOS
+    # ------------------------------------------------------------------
+
     failed_logins = sum(1 for log in logs if log.action == 'user.login_failed')
     mass_deletions = sum(1 for log in logs if '.delete' in log.action)
-    privilege_changes = sum(1 for log in logs if log.action == 'user.update' and log.new_values and 'role' in log.new_values)
-    
+    privilege_changes = sum(
+        1 for log in logs
+        if log.action == 'user.update'
+        and log.new_values
+        and 'role' in log.new_values
+    )
+
+    # ------------------------------------------------------------------
+    # GENERACIÓN DE PATRONES DE AMENAZA
+    # ------------------------------------------------------------------
+
     threat_patterns = []
-    
+
+    # Amenaza 1: Fuerza bruta (umbral mínimo: 5 intentos fallidos)
     if failed_logins >= 5:
-        affected_ips_list = [str(log.ip_address) for log in logs if log.action == 'user.login_failed' and log.ip_address]
+        affected_ips_list = [
+            str(log.ip_address)
+            for log in logs
+            if log.action == 'user.login_failed' and log.ip_address
+        ]
         threat_patterns.append(SecurityThreatPattern(
             id="brute_force_attempt",
             type="brute_force",
-            description=f"Se detectaron {failed_logins} intentos fallidos de login en las últimas 24h",
+            description=(
+                f"Se detectaron {failed_logins} intentos fallidos de "
+                f"login en las ultimas {hours}h"
+            ),
             severity="high" if failed_logins >= 20 else "medium",
             occurrences=failed_logins,
-            first_seen=min((log.created_at for log in logs if log.action == 'user.login_failed'), default=now),
-            last_seen=max((log.created_at for log in logs if log.action == 'user.login_failed'), default=now),
+            first_seen=min(
+                (log.created_at for log in logs if log.action == 'user.login_failed'),
+                default=now
+            ),
+            last_seen=max(
+                (log.created_at for log in logs if log.action == 'user.login_failed'),
+                default=now
+            ),
             affected_ips=list(set(affected_ips_list))[:5],
             affected_users=[],
-            recommended_action="Considerar bloquear IPs con múltiples fallos"
+            recommended_action="Considerar bloquear IPs con multiples fallos"
         ))
-    
+
+    # Amenaza 2: Eliminación masiva (umbral mínimo: 10 eliminaciones)
     if mass_deletions >= 10:
-        deleting_users = [log.user.email for log in logs if '.delete' in log.action and log.user]
+        deleting_users = [
+            log.user.email
+            for log in logs
+            if '.delete' in log.action and log.user
+        ]
         threat_patterns.append(SecurityThreatPattern(
             id="mass_deletion",
             type="mass_deletion",
-            description=f"Se detectaron {mass_deletions} eliminaciones en las últimas 24h",
+            description=(
+                f"Se detectaron {mass_deletions} eliminaciones en "
+                f"las ultimas {hours}h"
+            ),
             severity="critical" if mass_deletions >= 50 else "high",
             occurrences=mass_deletions,
-            first_seen=min((log.created_at for log in logs if '.delete' in log.action), default=now),
-            last_seen=max((log.created_at for log in logs if '.delete' in log.action), default=now),
+            first_seen=min(
+                (log.created_at for log in logs if '.delete' in log.action),
+                default=now
+            ),
+            last_seen=max(
+                (log.created_at for log in logs if '.delete' in log.action),
+                default=now
+            ),
             affected_ips=[],
             affected_users=list(set(deleting_users))[:5],
-            recommended_action="Revisar qué usuarios están eliminando recursos"
+            recommended_action="Revisar que usuarios estan eliminando recursos masivamente"
         ))
-    
+
+    # Amenaza 3: Escalada de privilegios (umbral mínimo: 3 cambios de rol)
     if privilege_changes >= 3:
-        affected_users_list = [log.user.email for log in logs if log.action == 'user.update' and log.user and log.new_values and 'role' in log.new_values]
+        affected_users_list = [
+            log.user.email
+            for log in logs
+            if log.action == 'user.update'
+            and log.user
+            and log.new_values
+            and 'role' in log.new_values
+        ]
         threat_patterns.append(SecurityThreatPattern(
             id="suspicious_privilege_changes",
             type="privilege_escalation",
-            description=f"Se detectaron {privilege_changes} cambios de privilegios en las últimas 24h",
+            description=(
+                f"Se detectaron {privilege_changes} cambios de "
+                f"privilegios en las ultimas {hours}h"
+            ),
             severity="high",
             occurrences=privilege_changes,
-            first_seen=min((log.created_at for log in logs if log.action == 'user.update' and log.new_values and 'role' in log.new_values), default=now),
-            last_seen=max((log.created_at for log in logs if log.action == 'user.update' and log.new_values and 'role' in log.new_values), default=now),
+            first_seen=min(
+                (
+                    log.created_at for log in logs
+                    if log.action == 'user.update'
+                    and log.new_values
+                    and 'role' in log.new_values
+                ),
+                default=now
+            ),
+            last_seen=max(
+                (
+                    log.created_at for log in logs
+                    if log.action == 'user.update'
+                    and log.new_values
+                    and 'role' in log.new_values
+                ),
+                default=now
+            ),
             affected_ips=[],
             affected_users=list(set(affected_users_list))[:5],
             recommended_action="Auditar cambios de roles recientes"
         ))
-    
-    risk_score = min(100, (failed_logins * 2) + (mass_deletions * 5) + (privilege_changes * 10))
-    risk_level = "critical" if risk_score >= 80 else "high" if risk_score >= 50 else "medium" if risk_score >= 20 else "low"
-    
+
+    # ------------------------------------------------------------------
+    # CÁLCULO DE NIVEL DE RIESGO GENERAL
+    # ------------------------------------------------------------------
+
+    risk_score = min(
+        100,
+        (failed_logins * 2) + (mass_deletions * 5) + (privilege_changes * 10)
+    )
+
+    if risk_score >= 80:
+        risk_level = "critical"
+    elif risk_score >= 50:
+        risk_level = "high"
+    elif risk_score >= 20:
+        risk_level = "medium"
+    else:
+        risk_level = "low"
+
+    # ------------------------------------------------------------------
+    # RECOMENDACIONES AUTOMÁTICAS
+    # ------------------------------------------------------------------
+
     recommended_actions = []
+
     if failed_logins >= 20:
-        recommended_actions.append("Implementar bloqueo automático de IPs después de múltiples intentos fallidos")
+        recommended_actions.append(
+            "Implementar bloqueo automatico de IPs despues de multiples intentos fallidos"
+        )
     if mass_deletions >= 50:
-        recommended_actions.append("Activar confirmación adicional para eliminaciones masivas")
+        recommended_actions.append(
+            "Activar confirmacion adicional para eliminaciones masivas"
+        )
+    if privilege_changes >= 3:
+        recommended_actions.append(
+            "Revisar y aprobar manualmente los cambios de roles recientes"
+        )
     if not recommended_actions:
         recommended_actions.append("Continuar monitoreando actividad del sistema")
-    
-    # Calcular IPs sospechosas (más de 5 intentos fallidos)
-    suspicious_ips = len(set([log.ip_address for log in logs if log.ip_address and log.action == 'auth.login.failed']))
-    
-    # Contar acciones críticas (delete, privilege changes, etc)
+
+    suspicious_ips = len(set(
+        log.ip_address
+        for log in logs
+        if log.ip_address and log.action == 'user.login_failed'
+    ))
+
     critical_actions = mass_deletions + privilege_changes
-    
+
     return SecurityAnalysisResponse(
         overall_risk_level=risk_level,
         total_threats_detected=len(threat_patterns),
         threats=threat_patterns,
-        analysis_period_hours=24,
-        generated_at=datetime.utcnow(),
+        analysis_period_hours=hours,
+        generated_at=datetime.now(timezone.utc),
         failed_login_attempts=failed_logins,
         suspicious_ips_count=suspicious_ips,
         critical_actions_count=critical_actions,
         recommended_actions=recommended_actions
     )
 
+
+# =============================================================================
+# ENDPOINT: EJECUTAR ACCIÓN DE SEGURIDAD
+# =============================================================================
+
 @router.post("/security/action", response_model=SecurityActionResponse)
-async def execute_security_action(action: SecurityActionRequest, current_user: User = Depends(require_auditor_role),
-    current_tenant: Tenant = Depends(get_current_tenant), db: AsyncSession = Depends(get_db)):
-    """Ejecutar acción de seguridad"""
+async def execute_security_action(
+    action: SecurityActionRequest,
+    current_user: User = Depends(require_auditor_role),
+    current_tenant: Tenant = Depends(get_current_tenant),
+    db: AsyncSession = Depends(get_db)
+):
+    """
+    Ejecutar una acción de seguridad manual sobre una amenaza detectada.
+
+    Acciones disponibles:
+    - block_ip:             Bloquear una dirección IP por X minutos
+    - notify_admin:         Enviar notificación a los administradores
+    - force_password_reset: Forzar cambio de contraseña a un usuario
+    - disable_user:         Desactivar temporalmente una cuenta de usuario
+
+    Solo ADMIN y SUPPORT_MANAGER pueden ejecutar estas acciones.
+    Todas las acciones quedan registradas en el log de auditoría.
+    """
     if current_user.role not in [UserRole.ADMIN, UserRole.SUPPORT_MANAGER]:
-        raise HTTPException(status_code=status.HTTP_403_FORBIDDEN,
-            detail="Solo administradores pueden ejecutar acciones de seguridad")
-    
-    logger.info("Security action requested", user_id=str(current_user.id),
-        action_type=action.action_type, target=action.target)
-    
+        raise HTTPException(
+            status_code=status.HTTP_403_FORBIDDEN,
+            detail="Solo administradores pueden ejecutar acciones de seguridad"
+        )
+
+    logger.info(
+        "Accion de seguridad solicitada",
+        user_id=str(current_user.id),
+        action_type=action.action_type,
+        target=action.target
+    )
+
+    # Registrar en auditoría para trazabilidad completa
     try:
-        await AuditService.log(db=db, tenant_id=current_tenant.id, user_id=current_user.id,
-            action=f"security.{action.action_type}", resource_type="security", resource_id=None,
-            metadata={"target": action.target, "reason": action.reason, "duration_minutes": action.duration_minutes})
+        await AuditService.log(
+            db=db,
+            tenant_id=current_tenant.id,
+            user_id=current_user.id,
+            action=f"security.{action.action_type}",
+            resource_type="security",
+            resource_id=None,
+            metadata={
+                "target": action.target,
+                "reason": action.reason,
+                "duration_minutes": action.duration_minutes
+            }
+        )
         await db.commit()
     except Exception as e:
-        logger.error("Failed to log security action", error=str(e))
-    
+        logger.error("Fallo al registrar accion de seguridad en auditoria", error=str(e))
+
     action_messages = {
-        "block_ip": f"IP {action.target} bloqueada por {action.duration_minutes or 60} minutos. Razón: {action.reason}",
-        "notify_admin": f"Notificación enviada a administradores sobre: {action.reason}",
-        "force_password_reset": f"Se forzará cambio de contraseña para {action.target}. Razón: {action.reason}",
-        "disable_user": f"Usuario {action.target} desactivado temporalmente. Razón: {action.reason}"
+        "block_ip": (
+            f"IP {action.target} bloqueada por "
+            f"{action.duration_minutes or 60} minutos. Razon: {action.reason}"
+        ),
+        "notify_admin": (
+            f"Notificacion enviada a administradores sobre: {action.reason}"
+        ),
+        "force_password_reset": (
+            f"Se forzara cambio de contrasena para {action.target}. "
+            f"Razon: {action.reason}"
+        ),
+        "disable_user": (
+            f"Usuario {action.target} desactivado temporalmente. "
+            f"Razon: {action.reason}"
+        )
     }
-    
+
     success = action.action_type in action_messages
-    message = action_messages.get(action.action_type, f"Tipo de acción no reconocida: {action.action_type}")
-    
+    message = action_messages.get(
+        action.action_type,
+        f"Tipo de accion no reconocida: {action.action_type}"
+    )
+
     return SecurityActionResponse(success=success, message=message, action_id=None)
 
+
+# =============================================================================
+# ENDPOINT: LISTA DE INCIDENTES DE SEGURIDAD
+# =============================================================================
+
 @router.get("/security/incidents", response_model=SecurityIncidentListResponse)
-async def get_security_incidents(page: int = Query(default=1, ge=1), per_page: int = Query(default=20, ge=1, le=100),
-    severity: Optional[str] = Query(None), status: Optional[str] = Query(None),
-    incident_type: Optional[str] = Query(None), search: Optional[str] = Query(None),
-    all_tenants: bool = Query(False), current_user: User = Depends(require_auditor_role),
-    current_tenant: Tenant = Depends(get_current_tenant), db: AsyncSession = Depends(get_db)):
-    """Obtener incidentes de seguridad"""
-    logger.info("Fetching security incidents", user_id=str(current_user.id), tenant_id=str(current_tenant.id),
-        filters={"severity": severity, "status": status, "type": incident_type, "page": page})
-    
+async def get_security_incidents(
+    # Paginación
+    page: int = Query(default=1, ge=1),
+    per_page: int = Query(default=20, ge=1, le=100),
+    # Filtros opcionales
+    severity: Optional[str] = Query(None),
+    status: Optional[str] = Query(None),
+    incident_type: Optional[str] = Query(None),
+    search: Optional[str] = Query(None),
+    all_tenants: bool = Query(False),
+    # Dependencias
+    current_user: User = Depends(require_auditor_role),
+    current_tenant: Tenant = Depends(get_current_tenant),
+    db: AsyncSession = Depends(get_db)
+):
+    """
+    Obtener la lista de incidentes de seguridad detectados.
+
+    Los incidentes se generan dinámicamente analizando los logs de
+    auditoría de los últimos 7 días usando tres detectores:
+
+    1. detect_brute_force:          Analiza intentos fallidos de login
+    2. detect_mass_deletions:       Analiza eliminaciones masivas
+    3. detect_privilege_escalation: Analiza cambios de rol sospechosos
+
+    Los umbrales son los mismos que usa /stats para critical_actions_today,
+    garantizando consistencia entre el contador y la lista.
+    """
+    logger.info(
+        "Obteniendo incidentes de seguridad",
+        user_id=str(current_user.id),
+        tenant_id=str(current_tenant.id),
+        filters={
+            "severity": severity,
+            "status": status,
+            "type": incident_type,
+            "page": page
+        }
+    )
+
+    # aware UTC para compatibilidad con TIMESTAMPTZ de PostgreSQL
     now = datetime.now(timezone.utc)
     analysis_start = now - timedelta(days=7)
-    
-    base_query = select(AuditLog).options(selectinload(AuditLog.user)).where(AuditLog.created_at >= analysis_start)
+
+    base_query = (
+        select(AuditLog)
+        .options(selectinload(AuditLog.user))
+        .where(AuditLog.created_at >= analysis_start)
+    )
     base_query = apply_tenant_filter(base_query, current_user, current_tenant, all_tenants)
-    
-    deletion_result = await db.execute(base_query.where(AuditLog.action.like('%.delete')).order_by(desc(AuditLog.created_at)))
+
+    # ------------------------------------------------------------------
+    # DETECTOR 1: ELIMINACIONES MASIVAS
+    # ------------------------------------------------------------------
+    deletion_result = await db.execute(
+        base_query
+        .where(AuditLog.action.like('%.delete'))
+        .order_by(desc(AuditLog.created_at))
+    )
     deletion_logs = deletion_result.scalars().all()
     deletion_incidents = detect_mass_deletions(deletion_logs, now)
-    
-    failed_login_result = await db.execute(base_query.where(AuditLog.action == 'user.login_failed').order_by(desc(AuditLog.created_at)))
+
+    # ------------------------------------------------------------------
+    # DETECTOR 2: FUERZA BRUTA
+    # ------------------------------------------------------------------
+    failed_login_result = await db.execute(
+        base_query
+        .where(AuditLog.action == 'user.login_failed')
+        .order_by(desc(AuditLog.created_at))
+    )
     failed_login_logs = failed_login_result.scalars().all()
     brute_force_incidents = detect_brute_force(failed_login_logs, now)
-    
-    privilege_result = await db.execute(base_query.where(and_(AuditLog.action == 'user.update', AuditLog.new_values.op('?')('role'))).order_by(desc(AuditLog.created_at)))
+
+    # ------------------------------------------------------------------
+    # DETECTOR 3: ESCALADA DE PRIVILEGIOS
+    # El operador '?' verifica si el campo JSON contiene la clave 'role'
+    # ------------------------------------------------------------------
+    privilege_result = await db.execute(
+        base_query
+        .where(and_(
+            AuditLog.action == 'user.update',
+            AuditLog.new_values.op('?')('role')
+        ))
+        .order_by(desc(AuditLog.created_at))
+    )
     privilege_logs = privilege_result.scalars().all()
     privilege_incidents = detect_privilege_escalation(privilege_logs)
-    
-    incidents = [SecurityIncidentResponse(**inc) for inc in (deletion_incidents + brute_force_incidents + privilege_incidents)]
-    
+
+    # Combinar todos los incidentes
+    incidents = [
+        SecurityIncidentResponse(**inc)
+        for inc in (deletion_incidents + brute_force_incidents + privilege_incidents)
+    ]
+
+    # ------------------------------------------------------------------
+    # FILTROS EN MEMORIA (los incidentes son generados dinámicamente)
+    # ------------------------------------------------------------------
+
     if severity:
         incidents = [i for i in incidents if i.severity == severity]
     if status:
@@ -294,14 +751,29 @@ async def get_security_incidents(page: int = Query(default=1, ge=1), per_page: i
         incidents = [i for i in incidents if i.incident_type == incident_type]
     if search:
         search_lower = search.lower()
-        incidents = [i for i in incidents if search_lower in i.title.lower() or (i.description and search_lower in i.description.lower())]
-    
+        incidents = [
+            i for i in incidents
+            if search_lower in i.title.lower()
+            or (i.description and search_lower in i.description.lower())
+        ]
+
+    # Ordenar por fecha descendente
     incidents.sort(key=lambda x: x.created_at, reverse=True)
-    
+
+    # ------------------------------------------------------------------
+    # PAGINACIÓN MANUAL
+    # ------------------------------------------------------------------
+
     total = len(incidents)
     total_pages = (total + per_page - 1) // per_page
     start_idx = (page - 1) * per_page
     end_idx = start_idx + per_page
     paginated_incidents = incidents[start_idx:end_idx]
-    
-    return SecurityIncidentListResponse(incidents=paginated_incidents, total=total, page=page, per_page=per_page, total_pages=total_pages)
+
+    return SecurityIncidentListResponse(
+        incidents=paginated_incidents,
+        total=total,
+        page=page,
+        per_page=per_page,
+        total_pages=total_pages
+    )

backend/app/api/v1/endpoints/auth.py

@@ -1,10 +1,10 @@
 """
 Authentication Endpoints - ServiceManagerWeb
 
-Endpoints para autenticación y autorización
+Endpoints para autenticación y autorización
 """
 
-from fastapi import APIRouter, HTTPException, status, Depends
+from fastapi import APIRouter, HTTPException, status, Depends, Request, Response
 from fastapi.security import OAuth2PasswordRequestForm
 from sqlalchemy.ext.asyncio import AsyncSession
 from sqlalchemy import select
@@ -18,7 +18,18 @@ from app.core.config import get_settings
 from app.models.user import User
 from app.models.tenant import Tenant
 from app.services.audit_service import AuditService
+from app.services.token_service import TokenService
 from app.api.deps import oauth2_scheme, get_current_user
+from app.core.cache import cache, cache_key
+from app.core.limiter import limiter
+
+# Nombres de cookie por tipo de usuario
+CLIENT_ROLES = {"CLIENT_ADMIN", "CLIENT_USER"}
+
+
+def _cookie_name_for_role(role: str) -> str:
+    """Devuelve el nombre de cookie según el rol del usuario."""
+    return "client_access_token" if role in CLIENT_ROLES else "internal_access_token"
 from app.api.schemas.auth import (
     LoginRequest, LoginResponse, RefreshTokenRequest, TokenResponse,
     TwoFactorStatusResponse, TwoFactorSetupResponse,
@@ -36,8 +47,11 @@ settings = get_settings()
 # ===================================
 
 @router.post("/login", response_model=LoginResponse)
+@limiter.limit("10/minute")
 async def login(
     login_data: LoginRequest,
+    request: Request,
+    response: Response,
     db: AsyncSession = Depends(get_db)
 ):
     """
@@ -58,20 +72,93 @@ async def login(
         email=login_data.email,
         tenant_slug=login_data.tenant_slug
     )
+
+    # Rate limiting (best-effort): by IP before any tenant/user lookup.
+    if settings.RATE_LIMIT_ENABLED and not settings.TESTING:
+        client_ip = request.client.host if request.client else "unknown"
+        ip_key = cache_key("rl", "login", "ip", client_ip)
+        ip_count = await cache.incr(ip_key, 1)
+        if ip_count == 1:
+            await cache.expire(ip_key, settings.LOGIN_RATE_LIMIT_WINDOW_SECONDS)
+
+        if ip_count is not None and ip_count > settings.LOGIN_RATE_LIMIT_IP_MAX_ATTEMPTS:
+            raise HTTPException(
+                status_code=status.HTTP_429_TOO_MANY_REQUESTS,
+                detail="Too many login attempts. Try again later.",
+                headers={"Retry-After": str(settings.LOGIN_RATE_LIMIT_WINDOW_SECONDS)},
+            )
     
-    # 1. Buscar usuario en base de datos
-    query = select(User).where(User.email == login_data.email)
+    # 1. Validar tenant - por slug si viene, sino buscar por email
+    if login_data.tenant_slug:
+        tenant_result = await db.execute(
+            select(Tenant).where(Tenant.slug == login_data.tenant_slug)
+        )
+        tenant = tenant_result.scalar_one_or_none()
+        if tenant is None:
+            raise HTTPException(
+                status_code=status.HTTP_404_NOT_FOUND,
+                detail="Tenant not found",
+            )
+    else:
+        tenant = None
+
+    # Rate limiting (best-effort): by (tenant,email) to slow brute force.
+    ident_key = None
+    if settings.RATE_LIMIT_ENABLED and not settings.TESTING and tenant:
+        email_norm = login_data.email.strip().lower()
+        ident_key = cache_key("rl", "login", "id", str(tenant.id), email_norm)
+        ident_count = await cache.incr(ident_key, 1)
+        if ident_count == 1:
+            await cache.expire(ident_key, settings.LOGIN_RATE_LIMIT_WINDOW_SECONDS)
+
+        if ident_count is not None and ident_count > settings.LOGIN_RATE_LIMIT_ID_MAX_ATTEMPTS:
+            try:
+                await AuditService.log(
+                    db=db,
+                    tenant_id=tenant.id,
+                    user_id=None,
+                    action="user.login_rate_limited",
+                    resource_type="user",
+                    resource_id=None,
+                    metadata={
+                        "email": email_norm,
+                        "tenant_slug": login_data.tenant_slug,
+                        "ip": request.client.host if request.client else None,
+                        "scope": "tenant_email",
+                        "window_seconds": settings.LOGIN_RATE_LIMIT_WINDOW_SECONDS,
+                        "max_attempts": settings.LOGIN_RATE_LIMIT_ID_MAX_ATTEMPTS,
+                    },
+                    request=request,
+                )
+                await db.commit()
+            except Exception as e:
+                logger.warning("Failed to log rate limit audit entry", error=str(e))
+
+            raise HTTPException(
+                status_code=status.HTTP_429_TOO_MANY_REQUESTS,
+                detail="Too many login attempts. Try again later.",
+                headers={"Retry-After": str(settings.LOGIN_RATE_LIMIT_WINDOW_SECONDS)},
+            )
+
+    # 2. Buscar usuario - filtrar por tenant si se detecto, sino buscar por email
+    if tenant:
+        query = select(User).where(
+            User.email == login_data.email,
+            User.tenant_id == tenant.id,
+        )
+    else:
+        query = select(User).where(User.email == login_data.email)
     result = await db.execute(query)
     user = result.scalar_one_or_none()
 
-    # 2. Verificar usuario y contraseña
+    # 3. Verificar usuario y contraseña
     if not user or not security.verify_password(login_data.password, user.password_hash):
         logger.warning(
             "Login failed - invalid credentials",
             email=login_data.email
         )
         
-        # Registrar intento fallido en auditoría (si el usuario existe)
+        # Registrar intento fallido en auditoría (si el usuario existe)
         if user:
             try:
                 await AuditService.log(
@@ -89,33 +176,33 @@ async def login(
         
         raise HTTPException(
             status_code=status.HTTP_401_UNAUTHORIZED,
-            detail="Credenciales inválidas"
+            detail="Invalid credentials",
         )
     
-    # 3. Verificar si está activo
+    # 4. Verificar si está activo
     if not user.is_active:
         logger.warning(
             "Login failed - user inactive",
             email=login_data.email
         )
         raise HTTPException(
-            status_code=status.HTTP_401_UNAUTHORIZED,
-            detail="Usuario inactivo"
+            status_code=status.HTTP_403_FORBIDDEN,
+            detail="User inactive",
         )
 
-    # 4. Verificar 2FA si está habilitado
+    # 5. Verificar 2FA si está habilitado
     if user.totp_enabled:
         if not login_data.totp_code:
-            # Indicar al frontend que debe pedir el código TOTP
+            # Indicar al frontend que debe pedir el código TOTP
             raise HTTPException(
                 status_code=status.HTTP_401_UNAUTHORIZED,
-                detail="Se requiere autenticación de dos factores (2FA). Ingresa tu código."
+                detail="Se requiere autenticación de dos factores (2FA). Ingresa tu código."
             )
         if not security.verify_totp(user.totp_secret, login_data.totp_code):
             logger.warning("Login failed - invalid 2FA code", email=login_data.email)
             raise HTTPException(
                 status_code=status.HTTP_401_UNAUTHORIZED,
-                detail="Código 2FA inválido o expirado"
+                detail="Código 2FA inválido o expirado"
             )
 
     # Create tokens
@@ -128,8 +215,26 @@ async def login(
     
     access_token = security.create_access_token(token_data)
     refresh_token = security.create_refresh_token(token_data)
+
+    # Persist refresh token so it can be revoked/validated later
+    try:
+        await TokenService.create_refresh_token(
+            db=db,
+            user=user,
+            refresh_token=refresh_token,
+            user_agent=request.headers.get("user-agent"),
+            ip_address=request.client.host if request.client else None,
+        )
+        await db.commit()
+    except Exception as e:
+        # If persistence fails, do not leak tokens
+        logger.error("Failed to persist refresh token", error=str(e), user_id=str(user.id))
+        raise HTTPException(
+            status_code=status.HTTP_503_SERVICE_UNAVAILABLE,
+            detail="Service temporarily unavailable",
+        )
     
-    # Registrar login exitoso en auditoría
+    # Registrar login exitoso en auditoría
     try:
         await AuditService.log(
             db=db,
@@ -150,7 +255,24 @@ async def login(
         tenant_slug=login_data.tenant_slug,
         user_id=str(user.id)
     )
-    
+
+    # Best-effort: clear per-identity limiter on success.
+    if ident_key:
+        await cache.delete(ident_key)
+
+    # Cookie diferenciada por rol para aislar sesiones entre frontends
+    cookie_name = _cookie_name_for_role(
+        user.role.value if hasattr(user.role, "value") else user.role
+    )
+    response.set_cookie(
+        key=cookie_name,
+        value=access_token,
+        httponly=True,
+        secure=settings.is_production(),
+        samesite="strict" if settings.is_production() else "lax",
+        max_age=settings.ACCESS_TOKEN_EXPIRE_MINUTES * 60,
+    )
+
     return LoginResponse(
         access_token=access_token,
         refresh_token=refresh_token,
@@ -162,6 +284,7 @@ async def login(
             "last_name": user.last_name,
             "role": user.role,
             "tenant_id": str(user.tenant_id),
+            "tenant_slug": tenant.slug if tenant else str(user.tenant_id),
             "is_active": user.is_active,
             "is_two_factor_enabled": user.totp_enabled or False,
             "created_at": user.created_at.isoformat() if user.created_at else None
@@ -198,7 +321,20 @@ async def refresh_token(
             detail="Invalid refresh token"
         )
     
-    # TODO: Check if refresh token exists in database and is not revoked
+    # Check token exists in database and is not revoked/expired
+    db_token = await TokenService.verify_refresh_token(db=db, refresh_token=refresh_data.refresh_token)
+    if db_token is None:
+        raise HTTPException(
+            status_code=status.HTTP_401_UNAUTHORIZED,
+            detail="Invalid refresh token",
+        )
+
+    # Defensive: ensure DB token belongs to same subject
+    if str(db_token.user_id) != str(payload.get("sub")):
+        raise HTTPException(
+            status_code=status.HTTP_401_UNAUTHORIZED,
+            detail="Invalid refresh token",
+        )
     
     # Create new access token
     token_data = {
@@ -220,6 +356,7 @@ async def refresh_token(
 
 @router.post("/logout")
 async def logout(
+    response: Response,
     token: str = Depends(oauth2_scheme),
     db: AsyncSession = Depends(get_db)
 ):
@@ -243,9 +380,21 @@ async def logout(
             detail="Invalid token"
         )
     
-    # TODO: Revoke refresh token in database
+    # Revoke all active refresh tokens for this user (logout invalidates refresh)
+    try:
+        import uuid
+
+        user_id = uuid.UUID(payload["sub"])
+        await TokenService.revoke_all_user_tokens(
+            db=db,
+            user_id=user_id,
+            revoked_by_user_id=user_id,
+        )
+        await db.commit()
+    except Exception as e:
+        logger.warning("Failed to revoke refresh tokens on logout", error=str(e))
     
-    # Registrar logout en auditoría
+    # Registrar logout en auditoría
     try:
         import uuid
         user_id = uuid.UUID(payload["sub"])
@@ -265,7 +414,10 @@ async def logout(
         logger.warning("Failed to log audit entry", error=str(e))
     
     logger.info("Logout successful", user_id=payload["sub"])
-    
+
+    # Borrar la cookie correcta según el rol del usuario
+    cookie_name = _cookie_name_for_role(payload.get("role", ""))
+    response.delete_cookie(key=cookie_name)
     return {"message": "Successfully logged out"}
 
 
@@ -329,6 +481,7 @@ async def get_current_user(
         "role": user.role.value if hasattr(user.role, 'value') else user.role,
         "tenant_id": str(user.tenant_id),
         "tenant_name": user.tenant.name if user.tenant else None,
+        "tenant_slug": user.tenant.slug if user.tenant else None,
         "is_active": user.is_active,
         "is_two_factor_enabled": user.totp_secret is not None,
         "last_login": user.last_login.isoformat() if user.last_login else None,
@@ -352,7 +505,7 @@ async def get_2fa_status(
     current_user: User = Depends(get_current_user),
 ):
     """
-    Consultar si el 2FA está habilitado para el usuario actual.
+    Consultar si el 2FA está habilitado para el usuario actual.
 
     Returns:
         Estado de 2FA del usuario autenticado.
@@ -366,10 +519,10 @@ async def setup_2fa(
     db: AsyncSession = Depends(get_db),
 ):
     """
-    Iniciar configuración de 2FA: genera un nuevo TOTP secret y QR URI.
+    Iniciar configuración de 2FA: genera un nuevo TOTP secret y QR URI.
 
-    El secret se guarda en BD pero 2FA NO se activa todavía.
-    Se necesita llamar a /2fa/enable con un código válido para activarlo.
+    El secret se guarda en BD pero 2FA NO se activa todavía.
+    Se necesita llamar a /2fa/enable con un código válido para activarlo.
 
     Returns:
         Secret y QR URI para escanear con la app autenticadora.
@@ -377,7 +530,7 @@ async def setup_2fa(
     new_secret = security.generate_totp_secret()
     qr_uri = security.generate_totp_uri(new_secret, current_user.email)
 
-    # Guardar el secret (sin habilitar aún)
+    # Guardar el secret (sin habilitar aún)
     current_user.totp_secret = new_secret
     await db.commit()
 
@@ -393,29 +546,29 @@ async def enable_2fa(
     db: AsyncSession = Depends(get_db),
 ):
     """
-    Activar 2FA verificando que el usuario escaneó correctamente el QR.
+    Activar 2FA verificando que el usuario escaneó correctamente el QR.
 
     Requiere que /2fa/setup haya sido llamado previamente.
 
     Args:
-        data: Código TOTP generado por la app autenticadora.
+        data: Código TOTP generado por la app autenticadora.
 
     Returns:
-        Confirmación y lista de códigos de respaldo.
+        Confirmación y lista de códigos de respaldo.
     """
     if not current_user.totp_secret:
         raise HTTPException(
             status_code=status.HTTP_400_BAD_REQUEST,
-            detail="Primero inicia el proceso de configuración con /2fa/setup"
+            detail="Primero inicia el proceso de configuración con /2fa/setup"
         )
 
     if not security.verify_totp(current_user.totp_secret, data.totp_code):
         raise HTTPException(
             status_code=status.HTTP_400_BAD_REQUEST,
-            detail="Código TOTP inválido. Verifica la hora de tu dispositivo e intenta de nuevo."
+            detail="Código TOTP inválido. Verifica la hora de tu dispositivo e intenta de nuevo."
         )
 
-    # Activar 2FA y generar códigos de respaldo
+    # Activar 2FA y generar códigos de respaldo
     backup_codes = security.generate_backup_codes()
     current_user.totp_enabled = True
     current_user.backup_codes = backup_codes
@@ -443,21 +596,21 @@ async def disable_2fa(
     db: AsyncSession = Depends(get_db),
 ):
     """
-    Deshabilitar 2FA verificando con código TOTP o código de respaldo.
+    Deshabilitar 2FA verificando con código TOTP o código de respaldo.
 
     Args:
         data: totp_code o backup_code para verificar identidad.
 
     Returns:
-        Mensaje de confirmación.
+        Mensaje de confirmación.
     """
     if not current_user.totp_enabled:
         raise HTTPException(
             status_code=status.HTTP_400_BAD_REQUEST,
-            detail="El 2FA no está habilitado en esta cuenta"
+            detail="El 2FA no está habilitado en esta cuenta"
         )
 
-    # Verificar con TOTP o código de respaldo
+    # Verificar con TOTP o código de respaldo
     verified = False
 
     if data.totp_code:
@@ -465,7 +618,7 @@ async def disable_2fa(
     elif data.backup_code and current_user.backup_codes:
         if data.backup_code in current_user.backup_codes:
             verified = True
-            # Invalidar el código de respaldo usado
+            # Invalidar el código de respaldo usado
             current_user.backup_codes = [
                 c for c in current_user.backup_codes if c != data.backup_code
             ]
@@ -473,7 +626,7 @@ async def disable_2fa(
     if not verified:
         raise HTTPException(
             status_code=status.HTTP_400_BAD_REQUEST,
-            detail="Verificación fallida. Proporciona un código TOTP o un código de respaldo válido."
+            detail="Verificación fallida. Proporciona un código TOTP o un código de respaldo válido."
         )
 
     # Deshabilitar 2FA
@@ -494,7 +647,7 @@ async def disable_2fa(
 
     logger.info("2FA disabled", user_id=str(current_user.id))
 
-    return {"message": "Autenticación de dos factores deshabilitada correctamente"}
+    return {"message": "Autenticación de dos factores deshabilitada correctamente"}
 
 
 @router.post("/change-password", status_code=status.HTTP_200_OK)
@@ -504,32 +657,32 @@ async def change_password(
     db: AsyncSession = Depends(get_db),
 ):
     """
-    Cambiar la contraseña del usuario autenticado.
+    Cambiar la contraseña del usuario autenticado.
 
-    Verifica la contraseña actual antes de actualizar.
-    Requiere autenticación activa.
+    Verifica la contraseña actual antes de actualizar.
+    Requiere autenticación activa.
     """
     from datetime import datetime
 
-    # Validar longitud mínima
+    # Validar longitud mínima
     if len(data.new_password) < 8:
         raise HTTPException(
             status_code=status.HTTP_400_BAD_REQUEST,
-            detail="La nueva contraseña debe tener al menos 8 caracteres"
+            detail="La nueva contraseña debe tener al menos 8 caracteres"
         )
 
-    # Verificar que la contraseña actual sea correcta
+    # Verificar que la contraseña actual sea correcta
     if not security.verify_password(data.current_password, current_user.password_hash):
         raise HTTPException(
             status_code=status.HTTP_400_BAD_REQUEST,
-            detail="La contraseña actual es incorrecta"
+            detail="La contraseña actual es incorrecta"
         )
 
     # No permitir que la nueva sea igual a la actual
     if security.verify_password(data.new_password, current_user.password_hash):
         raise HTTPException(
             status_code=status.HTTP_400_BAD_REQUEST,
-            detail="La nueva contraseña no puede ser igual a la actual"
+            detail="La nueva contraseña no puede ser igual a la actual"
         )
 
     current_user.password_hash = security.hash_password(data.new_password)
@@ -547,11 +700,11 @@ async def change_password(
     await db.commit()
 
     logger.info("Password changed", user_id=str(current_user.id))
-    return {"message": "Contraseña actualizada correctamente"}
+    return {"message": "Contraseña actualizada correctamente"}
 
 
 # ============================================================
-# Recuperación de contraseña (forgot / reset)
+# Recuperación de contraseña (forgot / reset)
 # ============================================================
 
 _RESET_TOKEN_TTL = 1800  # 30 minutos en segundos
@@ -559,15 +712,17 @@ _RESET_KEY_PREFIX = "pwd_reset:"
 
 
 @router.post("/forgot-password", status_code=status.HTTP_200_OK)
+@limiter.limit("5/minute")
 async def forgot_password(
+    request: Request,
     data: ForgotPasswordRequest,
     db: AsyncSession = Depends(get_db),
 ):
     """
-    Solicitar reseteo de contraseña.
+    Solicitar reseteo de contraseña.
 
     Siempre retorna 200 aunque el email no exista, para no revelar
-    si una dirección está registrada en el sistema.
+    si una dirección está registrada en el sistema.
     """
     import secrets
     from redis.asyncio import from_url as redis_from_url
@@ -583,9 +738,9 @@ async def forgot_password(
     user = result.scalar_one_or_none()
 
     if not user:
-        # Respuesta idéntica — no revelar existencia
+        # Respuesta idéntica — no revelar existencia
         logger.info("Forgot password: email not found", email=data.email)
-        return {"message": "Si el correo está registrado recibirás un enlace en breve."}
+        return {"message": "Si el correo está registrado recibirás un enlace en breve."}
 
     # Generar token seguro
     token = secrets.token_urlsafe(32)
@@ -605,7 +760,7 @@ async def forgot_password(
 
     await send_email(
         to_email=user.email,
-        subject="Restablece tu contraseña — ServiceManager",
+        subject="Restablece tu contraseña — ServiceManager",
         html_content=html,
         text_content=text,
     )
@@ -622,16 +777,18 @@ async def forgot_password(
     await db.commit()
 
     logger.info("Password reset email sent", user_id=str(user.id))
-    return {"message": "Si el correo está registrado recibirás un enlace en breve."}
+    return {"message": "Si el correo está registrado recibirás un enlace en breve."}
 
 
 @router.post("/reset-password", status_code=status.HTTP_200_OK)
+@limiter.limit("5/minute")
 async def reset_password(
+    request: Request,
     data: ResetPasswordRequest,
     db: AsyncSession = Depends(get_db),
 ):
     """
-    Aplicar nueva contraseña usando el token recibido por email.
+    Aplicar nueva contraseña usando el token recibido por email.
 
     El token es de un solo uso: se elimina de Redis al usarse.
     """
@@ -642,7 +799,7 @@ async def reset_password(
     if len(data.new_password) < 8:
         raise HTTPException(
             status_code=status.HTTP_400_BAD_REQUEST,
-            detail="La contraseña debe tener al menos 8 caracteres"
+            detail="La contraseña debe tener al menos 8 caracteres"
         )
 
     redis_key = f"{_RESET_KEY_PREFIX}{data.token}"
@@ -653,7 +810,7 @@ async def reset_password(
         if not user_id_str:
             raise HTTPException(
                 status_code=status.HTTP_400_BAD_REQUEST,
-                detail="El enlace de reseteo es inválido o ya expiró. Solicita uno nuevo."
+                detail="El enlace de reseteo es inválido o ya expiró. Solicita uno nuevo."
             )
 
         # Eliminar token inmediatamente (un solo uso)
@@ -684,4 +841,4 @@ async def reset_password(
     await db.commit()
 
     logger.info("Password reset completed", user_id=str(user.id))
-    return {"message": "Contraseña actualizada correctamente. Ya puedes iniciar sesión."}
+    return {"message": "Contraseña actualizada correctamente. Ya puedes iniciar sesión."}

backend/app/api/v1/endpoints/categories.py

@@ -79,11 +79,16 @@ async def create_category(
     
     ✅ Implementa multi-tenancy: asigna automáticamente tenant_id del usuario.
     """
-    # ✅ CORREGIDO: Asignar tenant_id del usuario actual
-    db_category = Category(
-        **category.model_dump(),
-        tenant_id=current_user.tenant_id  # ✅ Multi-tenancy automático
-    )
+    # ADMIN global puede especificar tenant_id; otros usan el suyo
+    from app.models.user import UserRole as _R
+    data = category.model_dump()
+    if current_user.role == _R.ADMIN and data.get("tenant_id"):
+        target_tenant_id = data["tenant_id"]
+    else:
+        target_tenant_id = current_user.tenant_id
+        data["tenant_id"] = target_tenant_id
+
+    db_category = Category(**data)
     
     db.add(db_category)
     await db.commit()

backend/app/api/v1/endpoints/participants.py

@@ -0,0 +1,130 @@
+from fastapi import APIRouter, Depends, HTTPException, status
+from sqlalchemy.ext.asyncio import AsyncSession
+from sqlalchemy import select
+from sqlalchemy.orm import selectinload
+import uuid
+
+from app.api import deps
+from app.core.database import get_db
+from app.models.ticket import Ticket, TicketParticipant
+from app.models.user import User
+from pydantic import BaseModel
+
+router = APIRouter()
+
+class ParticipantAdd(BaseModel):
+    user_id: uuid.UUID
+
+class ParticipantResponse(BaseModel):
+    id: uuid.UUID
+    user_id: uuid.UUID
+    ticket_id: uuid.UUID
+    role: str
+    user_email: str
+    user_name: str
+
+    class Config:
+        from_attributes = True
+
+@router.get("/{ticket_id}/participants", response_model=list[ParticipantResponse])
+async def list_participants(
+    ticket_id: uuid.UUID,
+    db: AsyncSession = Depends(get_db),
+    current_user: User = Depends(deps.get_current_user)
+):
+    result = await db.execute(
+        select(TicketParticipant)
+        .where(TicketParticipant.ticket_id == ticket_id)
+        .options(selectinload(TicketParticipant.user))
+    )
+    participants = result.scalars().all()
+    return [
+        ParticipantResponse(
+            id=p.id,
+            user_id=p.user_id,
+            ticket_id=p.ticket_id,
+            role=p.role,
+            user_email=p.user.email,
+            user_name=f"{p.user.first_name or ''} {p.user.last_name or ''}".strip()
+        )
+        for p in participants
+    ]
+
+@router.post("/{ticket_id}/participants", response_model=ParticipantResponse)
+async def add_participant(
+    ticket_id: uuid.UUID,
+    data: ParticipantAdd,
+    db: AsyncSession = Depends(get_db),
+    current_user: User = Depends(deps.get_current_user)
+):
+    # Verificar que el ticket existe
+    ticket_result = await db.execute(select(Ticket).where(Ticket.id == ticket_id))
+    ticket = ticket_result.scalar_one_or_none()
+    if not ticket:
+        raise HTTPException(status_code=404, detail="Ticket not found")
+
+    # Solo el creador puede agregar participantes
+    if ticket.created_by != current_user.id and not current_user.role.is_global:
+        raise HTTPException(status_code=403, detail="Only the ticket creator can add participants")
+
+    # Verificar que el usuario existe
+    user_result = await db.execute(select(User).where(User.id == data.user_id))
+    user = user_result.scalar_one_or_none()
+    if not user:
+        raise HTTPException(status_code=404, detail="User not found")
+
+    # Verificar que no sea duplicado
+    existing = await db.execute(
+        select(TicketParticipant).where(
+            TicketParticipant.ticket_id == ticket_id,
+            TicketParticipant.user_id == data.user_id
+        )
+    )
+    if existing.scalar_one_or_none():
+        raise HTTPException(status_code=400, detail="User is already a participant")
+
+    participant = TicketParticipant(
+        ticket_id=ticket_id,
+        user_id=data.user_id,
+        role="participant"
+    )
+    db.add(participant)
+    await db.commit()
+    await db.refresh(participant)
+
+    return ParticipantResponse(
+        id=participant.id,
+        user_id=participant.user_id,
+        ticket_id=participant.ticket_id,
+        role=participant.role,
+        user_email=user.email,
+        user_name=f"{user.first_name or ''} {user.last_name or ''}".strip()
+    )
+
+@router.delete("/{ticket_id}/participants/{user_id}", status_code=204)
+async def remove_participant(
+    ticket_id: uuid.UUID,
+    user_id: uuid.UUID,
+    db: AsyncSession = Depends(get_db),
+    current_user: User = Depends(deps.get_current_user)
+):
+    ticket_result = await db.execute(select(Ticket).where(Ticket.id == ticket_id))
+    ticket = ticket_result.scalar_one_or_none()
+    if not ticket:
+        raise HTTPException(status_code=404, detail="Ticket not found")
+
+    if ticket.created_by != current_user.id and not current_user.role.is_global:
+        raise HTTPException(status_code=403, detail="Only the ticket creator can remove participants")
+
+    result = await db.execute(
+        select(TicketParticipant).where(
+            TicketParticipant.ticket_id == ticket_id,
+            TicketParticipant.user_id == user_id
+        )
+    )
+    participant = result.scalar_one_or_none()
+    if not participant:
+        raise HTTPException(status_code=404, detail="Participant not found")
+
+    await db.delete(participant)
+    await db.commit()

backend/app/api/v1/endpoints/reports.py

@@ -0,0 +1,764 @@
+"""
+Reports Endpoints - ServiceManagerWeb
+
+Módulo de reportes y estadísticas del sistema.
+Accesible por ADMIN y SUPPORT_MANAGER.
+"""
+
+from fastapi import APIRouter, Depends, Query, HTTPException, status
+from sqlalchemy.ext.asyncio import AsyncSession
+from sqlalchemy import select, func, and_, case, text, literal_column
+from typing import Optional, List
+from datetime import datetime, timedelta, timezone
+import uuid
+
+from app.core.database import get_db
+from app.api.deps import get_current_user
+from app.models.user import User, UserRole
+from app.models.ticket import Ticket, TicketStatus, TicketPriority
+from app.models.category import Category
+from app.models.system import System
+from app.models.tenant import Tenant, TenantStatus
+from app.api.schemas.reports import (
+    ReportSummaryResponse,
+    TicketsByStatus,
+    TicketsByPriority,
+    AgentReportResponse,
+    AgentReportRow,
+    CategoryReportResponse,
+    CategoryReportRow,
+    ClientReportResponse,
+    ClientReportRow,
+    TrendsReportResponse,
+    TrendDataPoint,
+    CSATReportResponse,
+    CSATDistribution,
+    SystemReportResponse,
+    SystemReportRow,
+)
+
+router = APIRouter()
+
+CLOSED_STATUSES = {TicketStatus.RESOLVED, TicketStatus.CLOSED}
+
+# ===================================
+# HELPERS
+# ===================================
+
+def require_reports_access(current_user: User = Depends(get_current_user)) -> User:
+    """ADMIN, SUPPORT_MANAGER y AUDITOR pueden leer reportes."""
+    allowed = [UserRole.ADMIN, UserRole.SUPPORT_MANAGER, UserRole.AUDITOR]
+    if current_user.role not in allowed:
+        raise HTTPException(
+            status_code=status.HTTP_403_FORBIDDEN,
+            detail="Solo ADMIN, SUPPORT_MANAGER y AUDITOR pueden acceder a los reportes.",
+        )
+    return current_user
+
+
+def require_admin(current_user: User = Depends(get_current_user)) -> User:
+    """Solo ADMIN puede ver reportes entre tenants."""
+    if current_user.role != UserRole.ADMIN:
+        raise HTTPException(
+            status_code=status.HTTP_403_FORBIDDEN,
+            detail="Solo ADMIN puede ver reportes de todos los clientes.",
+        )
+    return current_user
+
+
+def _period_dates(days: int) -> tuple[datetime, datetime]:
+    """Devuelve (inicio, fin) del período solicitado en UTC."""
+    end = datetime.now(timezone.utc)
+    start = end - timedelta(days=days)
+    return start, end
+
+
+# ===================================
+# 1. RESUMEN GENERAL
+# ===================================
+
+@router.get("/summary", response_model=ReportSummaryResponse)
+async def get_report_summary(
+    days: int = Query(default=30, ge=1, le=365, description="Días hacia atrás del período"),
+    db: AsyncSession = Depends(get_db),
+    current_user: User = Depends(require_reports_access),
+):
+    """
+    Resumen ejecutivo del período seleccionado.
+
+    Incluye:
+    - Total de tickets creados
+    - Tickets abiertos vs resueltos
+    - Tiempo promedio de resolución
+    - Calificación promedio (CSAT)
+    - Desglose por estado y prioridad
+    - Comparación con el período anterior
+    """
+    period_start, period_end = _period_dates(days)
+    prev_start = period_start - timedelta(days=days)
+
+    tenant_filter = Ticket.tenant_id == current_user.tenant_id
+
+    # ── Conteos por estado ──
+    status_rows = (await db.execute(
+        select(Ticket.status, func.count(Ticket.id).label("cnt"))
+        .where(and_(tenant_filter, Ticket.created_at >= period_start))
+        .group_by(Ticket.status)
+    )).all()
+
+    by_status = TicketsByStatus()
+    for row in status_rows:
+        s = row.status.value if hasattr(row.status, "value") else str(row.status)
+        setattr(by_status, s.lower(), row.cnt)
+    by_status.total = sum(
+        [by_status.new, by_status.triage, by_status.in_progress,
+         by_status.waiting_customer, by_status.resolved, by_status.closed, by_status.reopened]
+    )
+
+    # ── Conteos por prioridad ──
+    priority_rows = (await db.execute(
+        select(Ticket.priority, func.count(Ticket.id).label("cnt"))
+        .where(and_(tenant_filter, Ticket.created_at >= period_start))
+        .group_by(Ticket.priority)
+    )).all()
+
+    by_priority = TicketsByPriority()
+    for row in priority_rows:
+        p = row.priority.value if hasattr(row.priority, "value") else str(row.priority)
+        setattr(by_priority, p.lower(), row.cnt)
+    by_priority.total = sum([by_priority.low, by_priority.medium, by_priority.high, by_priority.urgent])
+
+    total_tickets = by_status.total
+    resolved_tickets = by_status.resolved + by_status.closed
+    open_tickets = total_tickets - resolved_tickets
+
+    # ── Promedio de tiempo de resolución (segundos → horas) ──
+    res_time_row = (await db.execute(
+        select(func.avg(
+            func.extract("epoch", Ticket.resolved_at - Ticket.created_at)
+        ).label("avg_seconds"))
+        .where(and_(
+            tenant_filter,
+            Ticket.created_at >= period_start,
+            Ticket.resolved_at.isnot(None),
+        ))
+    )).scalar_one_or_none()
+    avg_resolution_hours = round(res_time_row / 3600, 2) if res_time_row else None
+
+    # ── Promedio de primera respuesta ──
+    resp_time_row = (await db.execute(
+        select(func.avg(
+            func.extract("epoch", Ticket.first_response_at - Ticket.created_at)
+        ).label("avg_seconds"))
+        .where(and_(
+            tenant_filter,
+            Ticket.created_at >= period_start,
+            Ticket.first_response_at.isnot(None),
+        ))
+    )).scalar_one_or_none()
+    avg_first_response_hours = round(resp_time_row / 3600, 2) if resp_time_row else None
+
+    # ── CSAT ──
+    csat_row = (await db.execute(
+        select(func.avg(Ticket.rating).label("avg"), func.count(Ticket.rating).label("cnt"))
+        .where(and_(tenant_filter, Ticket.created_at >= period_start, Ticket.rating.isnot(None)))
+    )).one()
+    avg_rating = round(float(csat_row.avg), 2) if csat_row.avg else None
+    total_rated = csat_row.cnt or 0
+
+    # ── Comparación con período anterior ──
+    prev_total = (await db.execute(
+        select(func.count(Ticket.id))
+        .where(and_(tenant_filter, Ticket.created_at >= prev_start, Ticket.created_at < period_start))
+    )).scalar_one_or_none() or 0
+
+    prev_resolved = (await db.execute(
+        select(func.count(Ticket.id))
+        .where(and_(
+            tenant_filter,
+            Ticket.created_at >= prev_start,
+            Ticket.created_at < period_start,
+            Ticket.status.in_([TicketStatus.RESOLVED, TicketStatus.CLOSED]),
+        ))
+    )).scalar_one_or_none() or 0
+
+    tickets_change_pct = None
+    if prev_total > 0:
+        tickets_change_pct = round(((total_tickets - prev_total) / prev_total) * 100, 1)
+
+    resolution_change_pct = None
+    if prev_total > 0 and total_tickets > 0:
+        cur_rate = resolved_tickets / total_tickets * 100
+        prev_rate = prev_resolved / prev_total * 100 if prev_total > 0 else 0
+        resolution_change_pct = round(cur_rate - prev_rate, 1)
+
+    return ReportSummaryResponse(
+        period_start=period_start,
+        period_end=period_end,
+        generated_at=datetime.now(timezone.utc),
+        total_tickets=total_tickets,
+        open_tickets=open_tickets,
+        resolved_tickets=resolved_tickets,
+        avg_resolution_hours=avg_resolution_hours,
+        avg_first_response_hours=avg_first_response_hours,
+        avg_rating=avg_rating,
+        total_rated=total_rated,
+        by_status=by_status,
+        by_priority=by_priority,
+        tickets_change_pct=tickets_change_pct,
+        resolution_change_pct=resolution_change_pct,
+    )
+
+
+# ===================================
+# 2. RENDIMIENTO POR AGENTE
+# ===================================
+
+@router.get("/by-agent", response_model=AgentReportResponse)
+async def get_report_by_agent(
+    days: int = Query(default=30, ge=1, le=365),
+    db: AsyncSession = Depends(get_db),
+    current_user: User = Depends(require_reports_access),
+):
+    """
+    Rendimiento de cada agente en el período:
+    - Tickets asignados y resueltos
+    - Tasa de resolución
+    - Tiempo promedio de resolución
+    - Calificación promedio (CSAT)
+    """
+    period_start, period_end = _period_dates(days)
+    tenant_filter = and_(
+        Ticket.tenant_id == current_user.tenant_id,
+        Ticket.created_at >= period_start,
+        Ticket.assigned_to.isnot(None),
+    )
+
+    # Obtener todos los agentes del tenant
+    agents_result = await db.execute(
+        select(User).where(
+            and_(
+                User.tenant_id == current_user.tenant_id,
+                User.role.in_([UserRole.AGENT, UserRole.SUPPORT_MANAGER, UserRole.ADMIN]),
+                User.is_active == True,
+            )
+        )
+    )
+    agents = agents_result.scalars().all()
+
+    rows: List[AgentReportRow] = []
+    for agent in agents:
+        agent_filter = and_(tenant_filter, Ticket.assigned_to == agent.id)
+
+        total_assigned = (await db.execute(
+            select(func.count(Ticket.id)).where(agent_filter)
+        )).scalar_one_or_none() or 0
+
+        if total_assigned == 0:
+            continue  # omitir agentes sin tickets en el período
+
+        resolved = (await db.execute(
+            select(func.count(Ticket.id)).where(
+                and_(agent_filter, Ticket.status.in_([TicketStatus.RESOLVED, TicketStatus.CLOSED]))
+            )
+        )).scalar_one_or_none() or 0
+
+        avg_res_seconds = (await db.execute(
+            select(func.avg(func.extract("epoch", Ticket.resolved_at - Ticket.created_at)))
+            .where(and_(agent_filter, Ticket.resolved_at.isnot(None)))
+        )).scalar_one_or_none()
+
+        csat = (await db.execute(
+            select(func.avg(Ticket.rating), func.count(Ticket.rating))
+            .where(and_(agent_filter, Ticket.rating.isnot(None)))
+        )).one()
+
+        urgent_handled = (await db.execute(
+            select(func.count(Ticket.id)).where(
+                and_(agent_filter, Ticket.priority == TicketPriority.URGENT)
+            )
+        )).scalar_one_or_none() or 0
+
+        rows.append(AgentReportRow(
+            agent_id=str(agent.id),
+            agent_name=f"{agent.first_name} {agent.last_name}",
+            agent_email=agent.email,
+            total_assigned=total_assigned,
+            resolved=resolved,
+            open=total_assigned - resolved,
+            resolution_rate=round((resolved / total_assigned * 100), 1) if total_assigned else 0,
+            avg_resolution_hours=round(float(avg_res_seconds) / 3600, 2) if avg_res_seconds else None,
+            avg_rating=round(float(csat[0]), 2) if csat[0] else None,
+            total_rated=csat[1] or 0,
+            urgent_handled=urgent_handled,
+        ))
+
+    rows.sort(key=lambda r: r.resolved, reverse=True)
+
+    return AgentReportResponse(
+        period_start=period_start,
+        period_end=period_end,
+        generated_at=datetime.now(timezone.utc),
+        agents=rows,
+        total_agents=len(rows),
+    )
+
+
+# ===================================
+# 3. TICKETS POR CATEGORÍA
+# ===================================
+
+@router.get("/by-category", response_model=CategoryReportResponse)
+async def get_report_by_category(
+    days: int = Query(default=30, ge=1, le=365),
+    db: AsyncSession = Depends(get_db),
+    current_user: User = Depends(require_reports_access),
+):
+    """
+    Tickets agrupados por categoría con tasa de cumplimiento SLA.
+    """
+    period_start, _ = _period_dates(days)
+    period_end = datetime.now(timezone.utc)
+    tenant_filter = and_(
+        Ticket.tenant_id == current_user.tenant_id,
+        Ticket.created_at >= period_start,
+    )
+
+    categories_result = await db.execute(
+        select(Category).where(
+            and_(Category.tenant_id == current_user.tenant_id, Category.is_active == True)
+        )
+    )
+    categories = categories_result.scalars().all()
+
+    rows: List[CategoryReportRow] = []
+
+    for cat in categories:
+        cat_filter = and_(tenant_filter, Ticket.category_id == cat.id)
+
+        total = (await db.execute(
+            select(func.count(Ticket.id)).where(cat_filter)
+        )).scalar_one_or_none() or 0
+
+        if total == 0:
+            continue
+
+        resolved = (await db.execute(
+            select(func.count(Ticket.id)).where(
+                and_(cat_filter, Ticket.status.in_([TicketStatus.RESOLVED, TicketStatus.CLOSED]))
+            )
+        )).scalar_one_or_none() or 0
+
+        avg_res_seconds = (await db.execute(
+            select(func.avg(func.extract("epoch", Ticket.resolved_at - Ticket.created_at)))
+            .where(and_(cat_filter, Ticket.resolved_at.isnot(None)))
+        )).scalar_one_or_none()
+
+        # SLA compliance: tickets resueltos ANTES del deadline
+        sla_met = (await db.execute(
+            select(func.count(Ticket.id)).where(
+                and_(
+                    cat_filter,
+                    Ticket.resolved_at.isnot(None),
+                    Ticket.sla_resolution_due.isnot(None),
+                    Ticket.resolved_at <= Ticket.sla_resolution_due,
+                )
+            )
+        )).scalar_one_or_none() or 0
+
+        tickets_with_sla = (await db.execute(
+            select(func.count(Ticket.id)).where(
+                and_(cat_filter, Ticket.sla_resolution_due.isnot(None), Ticket.resolved_at.isnot(None))
+            )
+        )).scalar_one_or_none() or 0
+
+        sla_compliance_pct = round((sla_met / tickets_with_sla * 100), 1) if tickets_with_sla else 0.0
+
+        rows.append(CategoryReportRow(
+            category_id=str(cat.id),
+            category_name=cat.name,
+            total_tickets=total,
+            open_tickets=total - resolved,
+            resolved_tickets=resolved,
+            avg_resolution_hours=round(float(avg_res_seconds) / 3600, 2) if avg_res_seconds else None,
+            sla_response_hours=cat.sla_response_hours,
+            sla_resolution_hours=cat.sla_resolution_hours,
+            sla_compliance_pct=sla_compliance_pct,
+        ))
+
+    # Sin categoría
+    uncategorized = (await db.execute(
+        select(func.count(Ticket.id)).where(
+            and_(tenant_filter, Ticket.category_id.is_(None))
+        )
+    )).scalar_one_or_none() or 0
+
+    rows.sort(key=lambda r: r.total_tickets, reverse=True)
+
+    return CategoryReportResponse(
+        period_start=period_start,
+        period_end=period_end,
+        generated_at=datetime.now(timezone.utc),
+        categories=rows,
+        uncategorized_count=uncategorized,
+    )
+
+
+# ===================================
+# 4. TICKETS POR CLIENTE (solo ADMIN)
+# ===================================
+
+@router.get("/by-client", response_model=ClientReportResponse)
+async def get_report_by_client(
+    days: int = Query(default=30, ge=1, le=365),
+    db: AsyncSession = Depends(get_db),
+    current_user: User = Depends(require_admin),
+):
+    """
+    Tickets agrupados por cliente (tenant). Solo accesible por ADMIN.
+    Útil para ver qué clientes generan más trabajo.
+    """
+    period_start, period_end = _period_dates(days)
+
+    tenants_result = await db.execute(select(Tenant).where(Tenant.status == TenantStatus.ACTIVE))
+    tenants = tenants_result.scalars().all()
+
+    rows: List[ClientReportRow] = []
+
+    for tenant in tenants:
+        t_filter = and_(
+            Ticket.tenant_id == tenant.id,
+            Ticket.created_at >= period_start,
+        )
+
+        total = (await db.execute(
+            select(func.count(Ticket.id)).where(t_filter)
+        )).scalar_one_or_none() or 0
+
+        if total == 0:
+            continue
+
+        resolved = (await db.execute(
+            select(func.count(Ticket.id)).where(
+                and_(t_filter, Ticket.status.in_([TicketStatus.RESOLVED, TicketStatus.CLOSED]))
+            )
+        )).scalar_one_or_none() or 0
+
+        urgent = (await db.execute(
+            select(func.count(Ticket.id)).where(
+                and_(t_filter, Ticket.priority == TicketPriority.URGENT)
+            )
+        )).scalar_one_or_none() or 0
+
+        csat_row = (await db.execute(
+            select(func.avg(Ticket.rating))
+            .where(and_(t_filter, Ticket.rating.isnot(None)))
+        )).scalar_one_or_none()
+
+        avg_res_seconds = (await db.execute(
+            select(func.avg(func.extract("epoch", Ticket.resolved_at - Ticket.created_at)))
+            .where(and_(t_filter, Ticket.resolved_at.isnot(None)))
+        )).scalar_one_or_none()
+
+        last_ticket = (await db.execute(
+            select(func.max(Ticket.created_at)).where(t_filter)
+        )).scalar_one_or_none()
+
+        rows.append(ClientReportRow(
+            tenant_id=str(tenant.id),
+            tenant_name=tenant.name,
+            total_tickets=total,
+            open_tickets=total - resolved,
+            resolved_tickets=resolved,
+            urgent_tickets=urgent,
+            avg_resolution_hours=round(float(avg_res_seconds) / 3600, 2) if avg_res_seconds else None,
+            avg_rating=round(float(csat_row), 2) if csat_row else None,
+            last_ticket_at=last_ticket,
+        ))
+
+    rows.sort(key=lambda r: r.total_tickets, reverse=True)
+
+    return ClientReportResponse(
+        period_start=period_start,
+        period_end=period_end,
+        generated_at=datetime.now(timezone.utc),
+        clients=rows,
+        total_clients=len(rows),
+    )
+
+
+# ===================================
+# 5. TENDENCIAS (TICKETS EN EL TIEMPO)
+# ===================================
+
+@router.get("/trends", response_model=TrendsReportResponse)
+async def get_report_trends(
+    days: int = Query(default=30, ge=7, le=90, description="Número de días (7-90)"),
+    db: AsyncSession = Depends(get_db),
+    current_user: User = Depends(require_reports_access),
+):
+    """
+    Evolución diaria de tickets creados y resueltos.
+    Útil para detectar picos de trabajo.
+    """
+    period_start, period_end = _period_dates(days)
+    tenant_filter = Ticket.tenant_id == current_user.tenant_id
+
+    # Tickets creados por día
+    # literal_column("'day'") evita que SQLAlchemy genere múltiples parámetros
+    # ($1, $4, $5) para 'day', lo que confunde a PostgreSQL en el GROUP BY.
+    _day_lit = literal_column("'day'")
+    created_rows = (await db.execute(
+        select(
+            func.date_trunc(_day_lit, Ticket.created_at).label("day"),
+            func.count(Ticket.id).label("cnt"),
+        )
+        .where(and_(tenant_filter, Ticket.created_at >= period_start))
+        .group_by(func.date_trunc(_day_lit, Ticket.created_at))
+        .order_by(func.date_trunc(_day_lit, Ticket.created_at))
+    )).all()
+
+    # Tickets resueltos por día (según resolved_at)
+    resolved_rows = (await db.execute(
+        select(
+            func.date_trunc(_day_lit, Ticket.resolved_at).label("day"),
+            func.count(Ticket.id).label("cnt"),
+        )
+        .where(and_(
+            tenant_filter,
+            Ticket.resolved_at >= period_start,
+            Ticket.resolved_at.isnot(None),
+        ))
+        .group_by(func.date_trunc(_day_lit, Ticket.resolved_at))
+        .order_by(func.date_trunc(_day_lit, Ticket.resolved_at))
+    )).all()
+
+    created_map: dict[str, int] = {r.day.strftime("%Y-%m-%d"): r.cnt for r in created_rows}
+    resolved_map: dict[str, int] = {r.day.strftime("%Y-%m-%d"): r.cnt for r in resolved_rows}
+
+    # Un punto por cada día del período
+    data_points: List[TrendDataPoint] = []
+    current = period_start
+    while current <= period_end:
+        date_str = current.strftime("%Y-%m-%d")
+        c = created_map.get(date_str, 0)
+        r = resolved_map.get(date_str, 0)
+        data_points.append(TrendDataPoint(date=date_str, created=c, resolved=r, net_open=c - r))
+        current += timedelta(days=1)
+
+    return TrendsReportResponse(
+        period_start=period_start,
+        period_end=period_end,
+        generated_at=datetime.now(timezone.utc),
+        data_points=data_points,
+        total_days=len(data_points),
+    )
+
+
+# ===================================
+# 6. SATISFACCIÓN DEL CLIENTE (CSAT)
+# ===================================
+
+@router.get("/csat", response_model=CSATReportResponse)
+async def get_report_csat(
+    days: int = Query(default=30, ge=1, le=365),
+    db: AsyncSession = Depends(get_db),
+    current_user: User = Depends(require_reports_access),
+):
+    """
+    Reporte de satisfacción del cliente (calificaciones 1-5).
+    Incluye distribución, promedio por categoría y por agente.
+    """
+    period_start, period_end = _period_dates(days)
+    tenant_filter = and_(
+        Ticket.tenant_id == current_user.tenant_id,
+        Ticket.created_at >= period_start,
+    )
+
+    # Total y promedio general
+    general = (await db.execute(
+        select(func.avg(Ticket.rating).label("avg"), func.count(Ticket.rating).label("rated"))
+        .where(and_(tenant_filter, Ticket.rating.isnot(None)))
+    )).one()
+    total_tickets = (await db.execute(
+        select(func.count(Ticket.id)).where(tenant_filter)
+    )).scalar_one_or_none() or 0
+
+    # Distribución por estrellas
+    dist_rows = (await db.execute(
+        select(Ticket.rating, func.count(Ticket.id).label("cnt"))
+        .where(and_(tenant_filter, Ticket.rating.isnot(None)))
+        .group_by(Ticket.rating)
+    )).all()
+
+    dist = CSATDistribution()
+    for row in dist_rows:
+        setattr(dist, f"rating_{row.rating}", row.cnt)
+
+    # Promedio por categoría
+    cat_rows = (await db.execute(
+        select(
+            Category.name.label("cat_name"),
+            func.avg(Ticket.rating).label("avg"),
+            func.count(Ticket.rating).label("cnt"),
+        )
+        .join(Category, Ticket.category_id == Category.id, isouter=True)
+        .where(and_(tenant_filter, Ticket.rating.isnot(None)))
+        .group_by(Category.name)
+        .order_by(func.avg(Ticket.rating).desc())
+    )).all()
+
+    by_category = [
+        {
+            "category": row.cat_name or "Sin categoría",
+            "avg_rating": round(float(row.avg), 2) if row.avg else None,
+            "total_rated": row.cnt,
+        }
+        for row in cat_rows
+    ]
+
+    # Promedio por agente
+    agent_rows = (await db.execute(
+        select(
+            User.first_name.label("fname"),
+            User.last_name.label("lname"),
+            func.avg(Ticket.rating).label("avg"),
+            func.count(Ticket.rating).label("cnt"),
+        )
+        .join(User, Ticket.assigned_to == User.id, isouter=True)
+        .where(and_(tenant_filter, Ticket.rating.isnot(None)))
+        .group_by(User.first_name, User.last_name)
+        .order_by(func.avg(Ticket.rating).desc())
+    )).all()
+
+    by_agent = [
+        {
+            "agent": f"{row.fname or ''} {row.lname or ''}".strip() or "Sin asignar",
+            "avg_rating": round(float(row.avg), 2) if row.avg else None,
+            "total_rated": row.cnt,
+        }
+        for row in agent_rows
+    ]
+
+    # Últimos comentarios de calificación (rating_comment)
+    comment_rows = (await db.execute(
+        select(Ticket.rating, Ticket.rating_comment, Ticket.rated_at)
+        .where(and_(
+            tenant_filter,
+            Ticket.rating.isnot(None),
+            Ticket.rating_comment.isnot(None),
+            Ticket.rating_comment != "",
+        ))
+        .order_by(Ticket.rated_at.desc())
+        .limit(10)
+    )).all()
+
+    recent_comments = [
+        {
+            "rating": row.rating,
+            "comment": row.rating_comment,
+            "rated_at": row.rated_at.isoformat() if row.rated_at else None,
+        }
+        for row in comment_rows
+    ]
+
+    total_rated = general.rated or 0
+    response_rate = round((total_rated / total_tickets * 100), 1) if total_tickets else 0.0
+
+    return CSATReportResponse(
+        period_start=period_start,
+        period_end=period_end,
+        generated_at=datetime.now(timezone.utc),
+        avg_rating=round(float(general.avg), 2) if general.avg else None,
+        total_rated=total_rated,
+        total_tickets=total_tickets,
+        response_rate=response_rate,
+        distribution=dist,
+        by_category=by_category,
+        by_agent=by_agent,
+        recent_comments=recent_comments,
+    )
+
+
+# ===================================
+# 7. TICKETS POR SISTEMA AFECTADO
+# ===================================
+
+@router.get("/by-system", response_model=SystemReportResponse)
+async def get_report_by_system(
+    days: int = Query(default=30, ge=1, le=365),
+    db: AsyncSession = Depends(get_db),
+    current_user: User = Depends(require_reports_access),
+):
+    """
+    Tickets agrupados por sistema afectado.
+    Útil para detectar qué sistemas generan más incidentes.
+    """
+    period_start, period_end = _period_dates(days)
+    tenant_filter = and_(
+        Ticket.tenant_id == current_user.tenant_id,
+        Ticket.created_at >= period_start,
+    )
+
+    systems_result = await db.execute(
+        select(System).where(
+            and_(System.tenant_id == current_user.tenant_id, System.is_active == True)
+        )
+    )
+    systems = systems_result.scalars().all()
+
+    rows: List[SystemReportRow] = []
+
+    for sys in systems:
+        sys_filter = and_(tenant_filter, Ticket.affected_system_id == sys.id)
+
+        total = (await db.execute(
+            select(func.count(Ticket.id)).where(sys_filter)
+        )).scalar_one_or_none() or 0
+
+        if total == 0:
+            continue
+
+        resolved = (await db.execute(
+            select(func.count(Ticket.id)).where(
+                and_(sys_filter, Ticket.status.in_([TicketStatus.RESOLVED, TicketStatus.CLOSED]))
+            )
+        )).scalar_one_or_none() or 0
+
+        urgent = (await db.execute(
+            select(func.count(Ticket.id)).where(
+                and_(sys_filter, Ticket.priority == TicketPriority.URGENT)
+            )
+        )).scalar_one_or_none() or 0
+
+        avg_res_seconds = (await db.execute(
+            select(func.avg(func.extract("epoch", Ticket.resolved_at - Ticket.created_at)))
+            .where(and_(sys_filter, Ticket.resolved_at.isnot(None)))
+        )).scalar_one_or_none()
+
+        rows.append(SystemReportRow(
+            system_id=str(sys.id),
+            system_name=sys.name,
+            total_tickets=total,
+            open_tickets=total - resolved,
+            resolved_tickets=resolved,
+            urgent_tickets=urgent,
+            avg_resolution_hours=round(float(avg_res_seconds) / 3600, 2) if avg_res_seconds else None,
+        ))
+
+    # Sin sistema asignado
+    no_system = (await db.execute(
+        select(func.count(Ticket.id)).where(
+            and_(tenant_filter, Ticket.affected_system_id.is_(None))
+        )
+    )).scalar_one_or_none() or 0
+
+    rows.sort(key=lambda r: r.total_tickets, reverse=True)
+
+    return SystemReportResponse(
+        period_start=period_start,
+        period_end=period_end,
+        generated_at=datetime.now(timezone.utc),
+        systems=rows,
+        no_system_count=no_system,
+    )

backend/app/api/v1/endpoints/tenants.py

@@ -28,14 +28,36 @@ async def create_tenant(
     db: AsyncSession = Depends(get_db),
     current_user = Depends(deps.get_current_active_superuser)
 ):
+    from app.models.permission import TenantPermission, DEFAULT_PERMISSIONS
+    from datetime import datetime
+
     # Check existing slug
     query = select(Tenant).where(Tenant.slug == tenant.slug)
     result = await db.execute(query)
     if result.scalar_one_or_none():
         raise HTTPException(status_code=400, detail="Tenant slug already exists")
         
-    db_tenant = Tenant(**tenant.model_dump())
+    data = tenant.model_dump()
+    data['slug'] = data['slug'].lower().strip()
+    db_tenant = Tenant(**data)
     db.add(db_tenant)
+    await db.flush()  # genera el id sin hacer commit
+
+    # Inicializar permisos por defecto para el nuevo tenant
+    now = datetime.utcnow()
+    for role, perms in DEFAULT_PERMISSIONS.items():
+        for permission, granted in perms.items():
+            db.add(TenantPermission(
+                id=uuid.uuid4(),
+                tenant_id=db_tenant.id,
+                user_id=None,
+                role=role,
+                permission=permission,
+                granted=granted,
+                created_at=now,
+                updated_at=now,
+            ))
+
     await db.commit()
     await db.refresh(db_tenant)
     return db_tenant

backend/app/api/v1/endpoints/tickets.py

@@ -7,11 +7,13 @@ from sqlalchemy.orm import selectinload
 from typing import List, Optional
 from datetime import datetime, timedelta
 import uuid
+from app.models.issue import TicketIssue, ticket_issue_tagged_users
+from app.api.schemas.issue import IssueCreate, IssueResponse
 
 from app.core.database import get_db
 from app.api.deps import get_current_user, get_current_tenant
 from app.models.ticket import Ticket, TicketStatus, TicketPriority
-from app.models.user import User
+from app.models.user import User, UserRole
 from app.models.tenant import Tenant
 from app.models.category import Category
 from app.models.system import System
@@ -19,7 +21,7 @@ from app.models.comment import TicketComment
 from app.models.attachment import TicketAttachment
 from app.api.schemas.attachment import AttachmentResponse
 from app.api.schemas.ticket import (
-    TicketCreate, TicketUpdate, TicketResponse, 
+    TicketCreate, TicketUpdate, TicketResponse,
     TicketCloseRequest, CommentCreate, CommentResponse
 )
 from app.core.file_handler import file_handler
@@ -28,118 +30,68 @@ from app.api.v1.helpers import (
     safe_audit_log, generate_next_ticket_number, calculate_sla_deadlines, ticket_to_dict
 )
 from app.services.audit_service import AuditService
+from app.services.ticket_service import TicketService, get_ticket_service
 
 router = APIRouter()
 
+
 @router.post("/", response_model=TicketResponse, status_code=status.HTTP_201_CREATED)
-async def create_ticket(ticket: TicketCreate, db: AsyncSession = Depends(get_db), current_user: User = Depends(get_current_user)):
+async def create_ticket(
+    ticket: TicketCreate,
+    current_user: User = Depends(get_current_user),
+    ticket_service: TicketService = Depends(get_ticket_service),
+):
     """Crear un nuevo ticket"""
-    max_retries = 3
-    last_error = None
-    
-    for attempt in range(max_retries):
-        try:
-            ticket_number = await generate_next_ticket_number(db, current_user.tenant_id)
-            category_uuid = uuid.UUID(ticket.category_id) if ticket.category_id else None
-            system_uuid = uuid.UUID(ticket.affected_system_id) if ticket.affected_system_id else None
-            
-            category = None
-            if category_uuid:
-                category = await db.get(Category, category_uuid)
-                if not category:
-                    raise HTTPException(status_code=status.HTTP_400_BAD_REQUEST, detail=f"La categoría con ID {ticket.category_id} no existe.")
-            
-            if system_uuid:
-                system = await db.get(System, system_uuid)
-                if not system:
-                    raise HTTPException(status_code=status.HTTP_400_BAD_REQUEST, detail=f"El sistema con ID {ticket.affected_system_id} no existe.")
-            
-            sla_response_due, sla_resolution_due = calculate_sla_deadlines(category)
-            assigned_to_user = category.auto_assign_to if category and category.auto_assign_to else None
-            
-            db_ticket = Ticket(
-                id=uuid.uuid4(), tenant_id=current_user.tenant_id, ticket_number=ticket_number,
-                subject=ticket.subject, description=ticket.description, category_id=category_uuid,
-                affected_system_id=system_uuid, priority=TicketPriority[ticket.priority.upper()],
-                created_by=current_user.id, assigned_to=assigned_to_user, status=TicketStatus.NEW,
-                sla_response_due=sla_response_due, sla_resolution_due=sla_resolution_due,
-                created_at=datetime.utcnow(), updated_at=datetime.utcnow()
-            )
-            
-            db.add(db_ticket)
-            await db.commit()
-            await db.refresh(db_ticket)
-            
-            await safe_audit_log(db=db, tenant_id=current_user.tenant_id, user_id=current_user.id,
-                action="ticket.create", resource_type="ticket", resource_id=db_ticket.id,
-                new_values={"ticket_number": db_ticket.ticket_number, "subject": db_ticket.subject,
-                           "priority": db_ticket.priority.value, "status": db_ticket.status.value})
-            
-            return {
-                "id": str(db_ticket.id), "ticket_number": db_ticket.ticket_number, "subject": db_ticket.subject,
-                "title": db_ticket.subject, "description": db_ticket.description, "status": db_ticket.status.value,
-                "priority": db_ticket.priority.value, "category_id": str(db_ticket.category_id) if db_ticket.category_id else None,
-                "affected_system_id": str(db_ticket.affected_system_id) if db_ticket.affected_system_id else None,
-                "created_by": str(db_ticket.created_by), "assigned_to": str(db_ticket.assigned_to) if db_ticket.assigned_to else None,
-                "created_at": db_ticket.created_at, "updated_at": db_ticket.updated_at
-            }
-            
-        except ValueError as e:
-            await db.rollback()
-            raise HTTPException(status_code=status.HTTP_400_BAD_REQUEST, detail=f"Invalid UUID format: {str(e)}")
-        except HTTPException:
-            await db.rollback()
-            raise
-        except Exception as e:
-            await db.rollback()
-            last_error = e
-            if "duplicate key" in str(e).lower() and "ticket_number" in str(e).lower():
-                if attempt < max_retries - 1:
-                    continue
-            raise HTTPException(status_code=status.HTTP_400_BAD_REQUEST, detail=f"Error creating ticket: {str(e)}")
-    
-    raise HTTPException(status_code=status.HTTP_500_INTERNAL_SERVER_ERROR,
-        detail=f"No se pudo crear el ticket después de {max_retries} intentos: {str(last_error)}")
+    return await ticket_service.create_ticket(ticket, current_user.tenant_id, current_user.id)
+
 
 @router.get("/", response_model=List[TicketResponse])
-async def get_tickets(skip: int = 0, limit: int = 100, status: Optional[str] = None, priority: Optional[str] = None,
-    db: AsyncSession = Depends(get_db), current_user: User = Depends(get_current_user)):
+async def get_tickets(
+    skip: int = 0, limit: int = 100,
+    status: Optional[str] = None, priority: Optional[str] = None,
+    db: AsyncSession = Depends(get_db),
+    current_user: User = Depends(get_current_user)
+):
     """Obtener tickets con filtros opcionales"""
     query = select(Ticket).where(Ticket.tenant_id == current_user.tenant_id)
-    if current_user.role in ["CLIENT_USER", "CLIENT_ADMIN"]:
+    if current_user.role == UserRole.CLIENT_USER:
         query = query.where(Ticket.created_by == current_user.id)
-    
+
     query = apply_enum_filter(query, Ticket.status, status, TicketStatus, "status")
     query = apply_enum_filter(query, Ticket.priority, priority, TicketPriority, "priority")
+    query = query.options(
+        selectinload(Ticket.category),
+        selectinload(Ticket.affected_system),
+        selectinload(Ticket.assigned_to_user)
+    )
     query = query.order_by(Ticket.created_at.desc()).offset(skip).limit(limit)
-    
+
     result = await db.execute(query)
     tickets = result.scalars().all()
-    
-    return [
-        {"id": str(t.id), "ticket_number": t.ticket_number, "subject": t.subject, "title": t.subject,
-         "description": t.description, "status": t.status.value, "priority": t.priority.value,
-         "category_id": str(t.category_id) if t.category_id else None,
-         "affected_system_id": str(t.affected_system_id) if t.affected_system_id else None,
-         "created_by": str(t.created_by), "assigned_to": str(t.assigned_to) if t.assigned_to else None,
-         "created_at": t.created_at, "updated_at": t.updated_at, "sla_response_due": t.sla_response_due,
-         "sla_resolution_due": t.sla_resolution_due, "first_response_at": t.first_response_at, "resolved_at": t.resolved_at}
-        for t in tickets
-    ]
+    return [ticket_to_dict(t) for t in tickets]
+
 
 @router.get("/admin/all", response_model=List[dict])
-async def get_all_tickets_admin(skip: int = 0, limit: int = 100, status_filter: Optional[str] = None,
-    priority_filter: Optional[str] = None, tenant_id_filter: Optional[str] = None, category_filter: Optional[str] = None,
-    assigned_to_filter: Optional[str] = None, search: Optional[str] = None, date_from: Optional[str] = None,
-    date_to: Optional[str] = None, db: AsyncSession = Depends(get_db), current_user: User = Depends(get_current_user)):
-    """Obtener todos los tickets de todos los tenants (solo para administradores)"""
-    if current_user.role not in ["ADMIN", "SUPPORT_MANAGER"]:
+async def get_all_tickets_admin(
+    skip: int = 0, limit: int = 100,
+    status_filter: Optional[str] = None, priority_filter: Optional[str] = None,
+    tenant_id_filter: Optional[str] = None, category_filter: Optional[str] = None,
+    assigned_to_filter: Optional[str] = None, search: Optional[str] = None,
+    date_from: Optional[str] = None, date_to: Optional[str] = None,
+    db: AsyncSession = Depends(get_db),
+    current_user: User = Depends(get_current_user)
+):
+    """Obtener todos los tickets del tenant del administrador (ADMIN/SUPPORT_MANAGER)."""
+    if current_user.role not in (UserRole.ADMIN, UserRole.SUPPORT_MANAGER):
         raise HTTPException(status_code=status.HTTP_403_FORBIDDEN, detail="No tienes permisos para acceder a esta función")
-    
+
     query = select(Ticket, Tenant, User).join(Tenant, Ticket.tenant_id == Tenant.id).join(User, Ticket.created_by == User.id)
-    
+
+    if current_user.role == UserRole.SUPPORT_MANAGER:
+        query = query.where(Ticket.tenant_id == current_user.tenant_id)
+
     query = apply_enum_filter(query, Ticket.status, status_filter, TicketStatus, "status")
-    query = apply_enum_filter(query, Ticket.priority, priority_filter, TicketPriority, "priority")    
+    query = apply_enum_filter(query, Ticket.priority, priority_filter, TicketPriority, "priority")
     if tenant_id_filter:
         query = query.where(Ticket.tenant_id == validate_uuid_param(tenant_id_filter, "tenant ID"))
     if category_filter:
@@ -161,55 +113,86 @@ async def get_all_tickets_admin(skip: int = 0, limit: int = 100, status_filter:
             query = query.where(Ticket.created_at < date_to_parsed)
         except ValueError:
             raise HTTPException(status_code=status.HTTP_400_BAD_REQUEST, detail="Invalid date_to format. Use YYYY-MM-DD")
-    
+
     query = query.order_by(Ticket.created_at.desc()).offset(skip).limit(limit)
     result = await db.execute(query)
     rows = result.all()
-    
+
+    category_ids = list({ticket.category_id for ticket, _, _ in rows if ticket.category_id})
+    categories_map = {}
+    if category_ids:
+        from app.models.category import Category as CategoryModel
+        cat_result = await db.execute(select(CategoryModel).where(CategoryModel.id.in_(category_ids)))
+        categories_map = {c.id: c.name for c in cat_result.scalars().all()}
+
     return [
         {"id": str(ticket.id), "ticket_number": ticket.ticket_number, "subject": ticket.subject,
          "description": ticket.description, "status": ticket.status.value, "priority": ticket.priority.value,
          "tenant_id": str(ticket.tenant_id), "tenant_name": tenant.name, "tenant_slug": tenant.slug,
+         "category_id": str(ticket.category_id) if ticket.category_id else None,
+         "category_name": categories_map.get(ticket.category_id) if ticket.category_id else None,
          "created_by": str(ticket.created_by), "creator_name": f"{creator.first_name} {creator.last_name}",
          "creator_email": creator.email, "assigned_to": str(ticket.assigned_to) if ticket.assigned_to else None,
-         "created_at": ticket.created_at, "updated_at": ticket.updated_at, "sla_response_due": ticket.sla_response_due,
-         "sla_resolution_due": ticket.sla_resolution_due, "first_response_at": ticket.first_response_at,
-         "resolved_at": ticket.resolved_at}
+         "created_at": ticket.created_at, "updated_at": ticket.updated_at,
+         "sla_response_due": ticket.sla_response_due, "sla_resolution_due": ticket.sla_resolution_due,
+         "first_response_at": ticket.first_response_at, "resolved_at": ticket.resolved_at}
         for ticket, tenant, creator in rows
     ]
 
+
 @router.get("/{ticket_id}", response_model=TicketResponse)
-async def get_ticket(ticket_id: str, db: AsyncSession = Depends(get_db), current_user: User = Depends(get_current_user)):
+async def get_ticket(
+    ticket_id: str,
+    db: AsyncSession = Depends(get_db),
+    current_user: User = Depends(get_current_user)
+):
     """Obtener un ticket por ID"""
     ticket_uuid = validate_uuid_param(ticket_id, "ticket ID")
-    query = select(Ticket).where(Ticket.id == ticket_uuid, Ticket.tenant_id == current_user.tenant_id)
-    if current_user.role in ["CLIENT_USER", "CLIENT_ADMIN"]:
+    query = select(Ticket).where(Ticket.id == ticket_uuid)
+    if current_user.role != UserRole.ADMIN:
+        query = query.where(Ticket.tenant_id == current_user.tenant_id)
+    if current_user.role == UserRole.CLIENT_USER:
         query = query.where(Ticket.created_by == current_user.id)
-    
-    query = query.options(selectinload(Ticket.category), selectinload(Ticket.affected_system), selectinload(Ticket.assigned_to_user))
+
+    query = query.options(
+        selectinload(Ticket.category),
+        selectinload(Ticket.affected_system),
+        selectinload(Ticket.assigned_to_user)
+    )
     result = await db.execute(query)
     db_ticket = result.scalars().first()
-    
+
     if not db_ticket:
         raise HTTPException(status_code=status.HTTP_404_NOT_FOUND, detail=f"Ticket {ticket_id} not found")
-    
+
     return ticket_to_dict(db_ticket)
 
+
 @router.patch("/{ticket_id}", response_model=TicketResponse)
-async def update_ticket(ticket_id: str, ticket: TicketUpdate, db: AsyncSession = Depends(get_db), current_user: User = Depends(get_current_user)):
+async def update_ticket(
+    ticket_id: str, ticket: TicketUpdate,
+    db: AsyncSession = Depends(get_db),
+    current_user: User = Depends(get_current_user)
+):
     """Actualizar un ticket"""
     ticket_uuid = validate_uuid_param(ticket_id, "ticket ID")
-    query = select(Ticket).where(Ticket.id == ticket_uuid, Ticket.tenant_id == current_user.tenant_id)
-    if current_user.role in ["CLIENT_USER", "CLIENT_ADMIN"]:
+    query = select(Ticket).where(Ticket.id == ticket_uuid)
+    if current_user.role != UserRole.ADMIN:
+        query = query.where(Ticket.tenant_id == current_user.tenant_id)
+    if current_user.role == UserRole.CLIENT_USER:
         query = query.where(Ticket.created_by == current_user.id)
-    
+
     result = await db.execute(query)
     db_ticket = result.scalars().first()
     if not db_ticket:
         raise HTTPException(status_code=status.HTTP_404_NOT_FOUND, detail=f"Ticket {ticket_id} not found")
-    
-    old_values = {"status": db_ticket.status.value, "priority": db_ticket.priority.value, "assigned_to": str(db_ticket.assigned_to) if db_ticket.assigned_to else None}
-    
+
+    old_values = {
+        "status": db_ticket.status.value,
+        "priority": db_ticket.priority.value,
+        "assigned_to": str(db_ticket.assigned_to) if db_ticket.assigned_to else None
+    }
+
     update_data = ticket.dict(exclude_unset=True)
     for field, value in update_data.items():
         if field == "status" and value:
@@ -220,37 +203,48 @@ async def update_ticket(ticket_id: str, ticket: TicketUpdate, db: AsyncSession =
             setattr(db_ticket, field, uuid.UUID(value))
         elif value is not None:
             setattr(db_ticket, field, value)
-    
+
     db_ticket.updated_at = datetime.utcnow()
     await db.commit()
     await db.refresh(db_ticket, ["category", "affected_system", "assigned_to_user"])
-    
-    new_values = {"status": db_ticket.status.value, "priority": db_ticket.priority.value, "assigned_to": str(db_ticket.assigned_to) if db_ticket.assigned_to else None}
-    await safe_audit_log(db=db, tenant_id=current_user.tenant_id, user_id=current_user.id,
+
+    new_values = {
+        "status": db_ticket.status.value,
+        "priority": db_ticket.priority.value,
+        "assigned_to": str(db_ticket.assigned_to) if db_ticket.assigned_to else None
+    }
+    await safe_audit_log(
+        db=db, tenant_id=current_user.tenant_id, user_id=current_user.id,
         action="ticket.update", resource_type="ticket", resource_id=db_ticket.id,
-        old_values=old_values, new_values=new_values)
-    
+        old_values=old_values, new_values=new_values
+    )
+
     return ticket_to_dict(db_ticket)
 
+
 @router.patch("/{ticket_id}/close", response_model=TicketResponse)
-async def close_ticket(ticket_id: str, close_request: TicketCloseRequest, db: AsyncSession = Depends(get_db), current_user: User = Depends(get_current_user)):
+async def close_ticket(
+    ticket_id: str, close_request: TicketCloseRequest,
+    db: AsyncSession = Depends(get_db),
+    current_user: User = Depends(get_current_user)
+):
     """Cerrar un ticket"""
     ticket_uuid = validate_uuid_param(ticket_id, "ticket ID")
     query = select(Ticket).where(Ticket.id == ticket_uuid, Ticket.tenant_id == current_user.tenant_id)
     result = await db.execute(query)
     db_ticket = result.scalars().first()
-    
+
     if not db_ticket:
         raise HTTPException(status_code=status.HTTP_404_NOT_FOUND, detail=f"Ticket {ticket_id} not found")
-    
+
     if db_ticket.status in [TicketStatus.CLOSED, TicketStatus.RESOLVED]:
         raise HTTPException(status_code=status.HTTP_400_BAD_REQUEST, detail="Ticket ya está cerrado o resuelto")
-    
+
     old_status = db_ticket.status.value
     db_ticket.status = TicketStatus.CLOSED
     db_ticket.resolved_at = datetime.utcnow()
     db_ticket.updated_at = datetime.utcnow()
-    
+
     if close_request.resolution_notes:
         comment = TicketComment(
             id=uuid.uuid4(), ticket_id=ticket_uuid, author_id=current_user.id,
@@ -258,194 +252,461 @@ async def close_ticket(ticket_id: str, close_request: TicketCloseRequest, db: As
             is_internal=False, created_at=datetime.utcnow(), updated_at=datetime.utcnow()
         )
         db.add(comment)
-    
+
     await db.commit()
     await db.refresh(db_ticket, ["category", "affected_system", "assigned_to_user"])
-    
-    await safe_audit_log(db=db, tenant_id=current_user.tenant_id, user_id=current_user.id,
+
+    await safe_audit_log(
+        db=db, tenant_id=current_user.tenant_id, user_id=current_user.id,
         action="ticket.close", resource_type="ticket", resource_id=db_ticket.id,
-        old_values={"status": old_status}, new_values={"status": db_ticket.status.value, "resolution_notes": close_request.resolution_notes})
-    
+        old_values={"status": old_status},
+        new_values={"status": db_ticket.status.value, "resolution_notes": close_request.resolution_notes}
+    )
+
     return ticket_to_dict(db_ticket)
 
+
 @router.get("/{ticket_id}/comments", response_model=List[CommentResponse])
-async def get_ticket_comments(ticket_id: str, db: AsyncSession = Depends(get_db), current_user: User = Depends(get_current_user)):
+async def get_ticket_comments(
+    ticket_id: str,
+    db: AsyncSession = Depends(get_db),
+    current_user: User = Depends(get_current_user)
+):
     """Obtener comentarios de un ticket"""
     ticket_uuid = validate_uuid_param(ticket_id, "ticket ID")
-    query = select(Ticket).where(Ticket.id == ticket_uuid, Ticket.tenant_id == current_user.tenant_id)
-    if current_user.role in ["CLIENT_USER", "CLIENT_ADMIN"]:
+    query = select(Ticket).where(Ticket.id == ticket_uuid)
+    if current_user.role != UserRole.ADMIN:
+        query = query.where(Ticket.tenant_id == current_user.tenant_id)
+    if current_user.role == UserRole.CLIENT_USER:
         query = query.where(Ticket.created_by == current_user.id)
-    
+
     result = await db.execute(query)
     ticket_obj = result.scalars().first()
     if not ticket_obj:
         raise HTTPException(status_code=status.HTTP_404_NOT_FOUND, detail=f"Ticket {ticket_id} not found")
-    
-    comments_query = select(TicketComment).where(TicketComment.ticket_id == ticket_uuid).options(selectinload(TicketComment.author)).order_by(TicketComment.created_at.desc())
+
+    comments_query = (
+        select(TicketComment)
+        .where(TicketComment.ticket_id == ticket_uuid)
+        .options(selectinload(TicketComment.author))
+        .order_by(TicketComment.created_at.desc())
+    )
     result = await db.execute(comments_query)
     comments = result.scalars().all()
-    
+
     return [
         {"id": str(c.id), "ticket_id": str(c.ticket_id), "author_id": str(c.author_id),
          "author_name": f"{c.author.first_name} {c.author.last_name}" if c.author else "Unknown",
-         "content": c.content, "is_internal": c.is_internal, "created_at": c.created_at, "updated_at": c.updated_at}
+         "content": c.content, "is_internal": c.is_internal,
+         "created_at": c.created_at, "updated_at": c.updated_at}
         for c in comments
     ]
 
+
 @router.post("/{ticket_id}/comments", response_model=CommentResponse, status_code=status.HTTP_201_CREATED)
-async def create_comment(ticket_id: str, comment: CommentCreate, db: AsyncSession = Depends(get_db), current_user: User = Depends(get_current_user)):
+async def create_comment(
+    ticket_id: str, comment: CommentCreate,
+    db: AsyncSession = Depends(get_db),
+    current_user: User = Depends(get_current_user)
+):
     """Crear un comentario en un ticket"""
     ticket_uuid = validate_uuid_param(ticket_id, "ticket ID")
-    query = select(Ticket).where(Ticket.id == ticket_uuid, Ticket.tenant_id == current_user.tenant_id)
-    if current_user.role in ["CLIENT_USER", "CLIENT_ADMIN"]:
+    query = select(Ticket).where(Ticket.id == ticket_uuid)
+    if current_user.role != UserRole.ADMIN:
+        query = query.where(Ticket.tenant_id == current_user.tenant_id)
+    if current_user.role == UserRole.CLIENT_USER:
         query = query.where(Ticket.created_by == current_user.id)
-    
+
     result = await db.execute(query)
     ticket_obj = result.scalars().first()
     if not ticket_obj:
         raise HTTPException(status_code=status.HTTP_404_NOT_FOUND, detail=f"Ticket {ticket_id} not found")
-    
+
+    if comment.is_internal and current_user.role.is_client:
+        raise HTTPException(
+            status_code=status.HTTP_403_FORBIDDEN,
+            detail="Clientes no pueden crear comentarios internos"
+        )
+
     new_comment = TicketComment(
         id=uuid.uuid4(), ticket_id=ticket_uuid, author_id=current_user.id,
         content=comment.content, is_internal=comment.is_internal,
         created_at=datetime.utcnow(), updated_at=datetime.utcnow()
     )
     db.add(new_comment)
-    
+
     staff_roles = ["ADMIN", "SUPPORT_MANAGER", "AGENT"]
     if current_user.role in staff_roles and not comment.is_internal and ticket_obj.first_response_at is None:
         ticket_obj.first_response_at = datetime.utcnow()
-    
+
     ticket_obj.updated_at = datetime.utcnow()
     await db.commit()
     await db.refresh(new_comment)
-    
+
     return {
-        "id": str(new_comment.id), "ticket_id": str(new_comment.ticket_id), "author_id": str(new_comment.author_id),
+        "id": str(new_comment.id), "ticket_id": str(new_comment.ticket_id),
+        "author_id": str(new_comment.author_id),
         "author_name": f"{current_user.first_name} {current_user.last_name}",
         "content": new_comment.content, "is_internal": new_comment.is_internal,
         "created_at": new_comment.created_at, "updated_at": new_comment.updated_at
     }
 
+
 @router.delete("/{ticket_id}", status_code=status.HTTP_204_NO_CONTENT)
-async def delete_ticket(ticket_id: str, db: AsyncSession = Depends(get_db), current_user: User = Depends(get_current_user)):
+async def delete_ticket(
+    ticket_id: str,
+    db: AsyncSession = Depends(get_db),
+    current_user: User = Depends(get_current_user)
+):
     """Eliminar un ticket (solo admin/manager)"""
+    if current_user.role not in (UserRole.ADMIN, UserRole.SUPPORT_MANAGER):
+        raise HTTPException(
+            status_code=status.HTTP_403_FORBIDDEN,
+            detail="No tienes permisos para eliminar tickets"
+        )
     ticket_uuid = validate_uuid_param(ticket_id, "ticket ID")
     query = select(Ticket).where(Ticket.id == ticket_uuid, Ticket.tenant_id == current_user.tenant_id)
     result = await db.execute(query)
     db_ticket = result.scalars().first()
-    
+
     if not db_ticket:
         raise HTTPException(status_code=status.HTTP_404_NOT_FOUND, detail=f"Ticket {ticket_id} not found")
-    
-    old_values = {"ticket_number": db_ticket.ticket_number, "subject": db_ticket.subject,
-                  "status": db_ticket.status.value, "priority": db_ticket.priority.value}
-    
+
+    old_values = {
+        "ticket_number": db_ticket.ticket_number, "subject": db_ticket.subject,
+        "status": db_ticket.status.value, "priority": db_ticket.priority.value
+    }
+
     await db.delete(db_ticket)
     await db.commit()
-    
-    await safe_audit_log(db=db, tenant_id=current_user.tenant_id, user_id=current_user.id,
-        action="ticket.delete", resource_type="ticket", resource_id=ticket_uuid, old_values=old_values)
-    
+
+    await safe_audit_log(
+        db=db, tenant_id=current_user.tenant_id, user_id=current_user.id,
+        action="ticket.delete", resource_type="ticket", resource_id=ticket_uuid,
+        old_values=old_values
+    )
+
     return {"message": "Ticket deleted successfully"}
 
+
 @router.get("/{ticket_id}/attachments", response_model=List[AttachmentResponse])
-async def get_ticket_attachments(ticket_id: str, db: AsyncSession = Depends(get_db), current_user: User = Depends(get_current_user), current_tenant: Tenant = Depends(get_current_tenant)):
+async def get_ticket_attachments(
+    ticket_id: str,
+    db: AsyncSession = Depends(get_db),
+    current_user: User = Depends(get_current_user),
+    current_tenant: Tenant = Depends(get_current_tenant)
+):
     """Obtener adjuntos de un ticket"""
     ticket_uuid = validate_uuid_param(ticket_id, "ticket ID")
-    result = await db.execute(select(Ticket).where(Ticket.id == ticket_uuid, Ticket.tenant_id == current_tenant.id))
+
+    query = select(Ticket).where(Ticket.id == ticket_uuid)
+    if current_user.role != UserRole.ADMIN:
+        query = query.where(Ticket.tenant_id == current_tenant.id)
+    result = await db.execute(query)
     ticket = result.scalar_one_or_none()
-    
+
     if not ticket:
         raise HTTPException(status_code=404, detail="Ticket no encontrado")
-    
-    result = await db.execute(select(TicketAttachment).where(TicketAttachment.ticket_id == ticket_uuid).options(selectinload(TicketAttachment.uploaded_by_user)).order_by(TicketAttachment.created_at.desc()))
+
+    if current_user.role == UserRole.CLIENT_USER and ticket.created_by != current_user.id:
+        raise HTTPException(status_code=404, detail="Ticket no encontrado")
+
+    result = await db.execute(
+        select(TicketAttachment)
+        .where(TicketAttachment.ticket_id == ticket_uuid)
+        .options(selectinload(TicketAttachment.uploaded_by_user))
+        .order_by(TicketAttachment.created_at.desc())
+    )
     attachments = result.scalars().all()
-    
+
     return [
         AttachmentResponse(
-            id=att.id, ticket_id=att.ticket_id, comment_id=att.comment_id, uploaded_by=att.uploaded_by,
-            filename=att.filename, original_filename=att.original_filename, mime_type=att.mime_type,
+            id=att.id, ticket_id=att.ticket_id, comment_id=att.comment_id,
+            uploaded_by=att.uploaded_by, filename=att.filename,
+            original_filename=att.original_filename, mime_type=att.mime_type,
             file_size=att.file_size, file_path=att.file_path,
             uploaded_by_name=f"{att.uploaded_by_user.first_name} {att.uploaded_by_user.last_name}" if att.uploaded_by_user else "Unknown",
-            created_at=att.created_at, download_url=f"/api/v1/tickets/{ticket_id}/attachments/{att.id}/download"
+            created_at=att.created_at,
+            download_url=f"/api/v1/tickets/{ticket_id}/attachments/{att.id}/download"
         ) for att in attachments
     ]
 
+
 @router.post("/{ticket_id}/attachments", status_code=status.HTTP_201_CREATED)
-async def upload_attachment(ticket_id: str, file: UploadFile = File(...), db: AsyncSession = Depends(get_db),
-    current_user: User = Depends(get_current_user), current_tenant: Tenant = Depends(get_current_tenant)):
+async def upload_attachment(
+    ticket_id: str, file: UploadFile = File(...),
+    db: AsyncSession = Depends(get_db),
+    current_user: User = Depends(get_current_user),
+    current_tenant: Tenant = Depends(get_current_tenant)
+):
     """Subir un archivo adjunto a un ticket"""
     ticket_uuid = validate_uuid_param(ticket_id, "ticket ID")
-    result = await db.execute(select(Ticket).where(Ticket.id == ticket_uuid, Ticket.tenant_id == current_tenant.id))
+
+    query = select(Ticket).where(Ticket.id == ticket_uuid)
+    if current_user.role != UserRole.ADMIN:
+        query = query.where(Ticket.tenant_id == current_tenant.id)
+    result = await db.execute(query)
     ticket = result.scalar_one_or_none()
-    
+
     if not ticket:
         raise HTTPException(status_code=404, detail="Ticket no encontrado")
-    
-    file_metadata = await file_handler.save_upload(file, current_tenant.id, ticket_uuid)
-    
+
+    if current_user.role == UserRole.CLIENT_USER and ticket.created_by != current_user.id:
+        raise HTTPException(status_code=404, detail="Ticket no encontrado")
+
+    upload_tenant_id = ticket.tenant_id
+    file_metadata = await file_handler.save_upload(file, upload_tenant_id, ticket_uuid)
+
     attachment = TicketAttachment(
-        id=uuid.uuid4(), ticket_id=ticket_uuid, uploaded_by=current_user.id, filename=file_metadata["filename"],
-        original_filename=file_metadata["original_filename"], mime_type=file_metadata["mime_type"],
-        file_size=file_metadata["file_size"], file_path=file_metadata["file_path"],
-        md5_hash=file_metadata["md5_hash"], sha256_hash=file_metadata["sha256_hash"], created_at=datetime.utcnow()
+        id=uuid.uuid4(), ticket_id=ticket_uuid, uploaded_by=current_user.id,
+        filename=file_metadata["filename"], original_filename=file_metadata["original_filename"],
+        mime_type=file_metadata["mime_type"], file_size=file_metadata["file_size"],
+        file_path=file_metadata["file_path"], md5_hash=file_metadata["md5_hash"],
+        sha256_hash=file_metadata["sha256_hash"], created_at=datetime.utcnow()
     )
-    
+
     db.add(attachment)
     await db.commit()
     await db.refresh(attachment, ["uploaded_by_user"])
-    
+
     return {
         "success": True, "message": "Archivo subido exitosamente",
         "data": AttachmentResponse(
             id=attachment.id, ticket_id=attachment.ticket_id, comment_id=attachment.comment_id,
-            uploaded_by=attachment.uploaded_by, filename=attachment.filename, original_filename=attachment.original_filename,
-            mime_type=attachment.mime_type, file_size=attachment.file_size, file_path=attachment.file_path,
+            uploaded_by=attachment.uploaded_by, filename=attachment.filename,
+            original_filename=attachment.original_filename, mime_type=attachment.mime_type,
+            file_size=attachment.file_size, file_path=attachment.file_path,
             uploaded_by_name=f"{attachment.uploaded_by_user.first_name} {attachment.uploaded_by_user.last_name}",
-            created_at=attachment.created_at, download_url=f"/api/v1/tickets/{ticket_id}/attachments/{attachment.id}/download"
+            created_at=attachment.created_at,
+            download_url=f"/api/v1/tickets/{ticket_id}/attachments/{attachment.id}/download"
         )
     }
 
+
 @router.get("/{ticket_id}/attachments/{attachment_id}/download")
-async def download_attachment(ticket_id: str, attachment_id: str, db: AsyncSession = Depends(get_db),
-    current_user: User = Depends(get_current_user), current_tenant: Tenant = Depends(get_current_tenant)):
+async def download_attachment(
+    ticket_id: str, attachment_id: str,
+    db: AsyncSession = Depends(get_db),
+    current_user: User = Depends(get_current_user),
+    current_tenant: Tenant = Depends(get_current_tenant)
+):
     """Descargar un archivo adjunto"""
     import logging
     logger = logging.getLogger(__name__)
-    
-    logger.info(f"Download request - ticket_id: {ticket_id}, attachment_id: {attachment_id}")
-    
+
     ticket_uuid = validate_uuid_param(ticket_id, "ticket ID")
     attachment_uuid = validate_uuid_param(attachment_id, "attachment ID")
-    
-    result = await db.execute(select(Ticket).where(Ticket.id == ticket_uuid, Ticket.tenant_id == current_tenant.id))
+
+    query = select(Ticket).where(Ticket.id == ticket_uuid)
+    if current_user.role != UserRole.ADMIN:
+        query = query.where(Ticket.tenant_id == current_tenant.id)
+    result = await db.execute(query)
     ticket = result.scalar_one_or_none()
-    
+
     if not ticket:
-        logger.error(f"Ticket not found - ticket_id: {ticket_id}")
         raise HTTPException(status_code=404, detail="Ticket no encontrado")
-    
-    result = await db.execute(select(TicketAttachment).where(TicketAttachment.id == attachment_uuid, TicketAttachment.ticket_id == ticket_uuid))
+
+    if current_user.role == UserRole.CLIENT_USER and ticket.created_by != current_user.id:
+        raise HTTPException(status_code=404, detail="Ticket no encontrado")
+
+    result = await db.execute(
+        select(TicketAttachment).where(
+            TicketAttachment.id == attachment_uuid,
+            TicketAttachment.ticket_id == ticket_uuid
+        )
+    )
     attachment = result.scalar_one_or_none()
-    
+
     if not attachment:
-        logger.error(f"Attachment not found - attachment_id: {attachment_id}")
         raise HTTPException(status_code=404, detail="Adjunto no encontrado")
-    
-    logger.info(f"Attachment found - file_path: {attachment.file_path}, original_filename: {attachment.original_filename}")
-    
+
     try:
         file_path = file_handler.get_file_path(attachment.file_path)
-        logger.info(f"Absolute file path: {file_path}")
-        
         if not file_path.exists():
-            logger.error(f"File does not exist at path: {file_path}")
             raise HTTPException(status_code=404, detail="Archivo no encontrado en el sistema")
-            
     except Exception as e:
         logger.error(f"Error getting file path: {str(e)}")
         raise
-    
-    logger.info(f"Returning file: {attachment.original_filename}")
-    return FileResponse(path=file_path, filename=attachment.original_filename, media_type=attachment.mime_type)
+
+    return FileResponse(
+        path=file_path,
+        filename=attachment.original_filename,
+        media_type=attachment.mime_type
+    )
+
+
+@router.get("/{ticket_id}/issues", response_model=List[IssueResponse])
+async def get_ticket_issues(
+    ticket_id: str,
+    db: AsyncSession = Depends(get_db),
+    current_user: User = Depends(get_current_user),
+):
+    """Obtener asuntos de un ticket."""
+    ticket_uuid = validate_uuid_param(ticket_id, "ticket ID")
+
+    query = select(Ticket).where(Ticket.id == ticket_uuid)
+    if current_user.role != UserRole.ADMIN:
+        query = query.where(Ticket.tenant_id == current_user.tenant_id)
+    if current_user.role == UserRole.CLIENT_USER:
+        query = query.where(Ticket.created_by == current_user.id)
+
+    result = await db.execute(query)
+    ticket_obj = result.scalars().first()
+    if not ticket_obj:
+        raise HTTPException(status_code=status.HTTP_404_NOT_FOUND, detail="Ticket no encontrado")
+
+    issues_query = (
+        select(TicketIssue)
+        .where(TicketIssue.ticket_id == ticket_uuid)
+        .options(
+            selectinload(TicketIssue.created_by_user),
+            selectinload(TicketIssue.tagged_users),
+        )
+        .order_by(TicketIssue.created_at.desc())
+    )
+    result = await db.execute(issues_query)
+    issues = result.scalars().all()
+
+    return [
+        IssueResponse(
+            id=issue.id, ticket_id=issue.ticket_id, tenant_id=issue.tenant_id,
+            content=issue.content, priority=issue.priority.value,
+            created_by=issue.created_by,
+            created_by_name=f"{issue.created_by_user.first_name} {issue.created_by_user.last_name}",
+            tagged_users=[
+                {"id": u.id, "full_name": f"{u.first_name} {u.last_name}", "email": u.email}
+                for u in issue.tagged_users
+            ],
+            attachment_filename=issue.attachment_filename,
+            attachment_mime_type=issue.attachment_mime_type,
+            created_at=issue.created_at, updated_at=issue.updated_at,
+        )
+        for issue in issues
+    ]
+
+
+@router.post("/{ticket_id}/issues", response_model=IssueResponse, status_code=status.HTTP_201_CREATED)
+async def create_ticket_issue(
+    ticket_id: str,
+    issue: IssueCreate,
+    db: AsyncSession = Depends(get_db),
+    current_user: User = Depends(get_current_user),
+    current_tenant: Tenant = Depends(get_current_tenant),
+):
+    """Crear un asunto de escalación en un ticket."""
+    ticket_uuid = validate_uuid_param(ticket_id, "ticket ID")
+
+    query = select(Ticket).where(Ticket.id == ticket_uuid)
+    if current_user.role != UserRole.ADMIN:
+        query = query.where(Ticket.tenant_id == current_user.tenant_id)
+    result = await db.execute(query)
+    ticket_obj = result.scalars().first()
+    if not ticket_obj:
+        raise HTTPException(status_code=status.HTTP_404_NOT_FOUND, detail="Ticket no encontrado")
+
+    is_ticket_owner = ticket_obj.created_by == current_user.id
+    is_client_admin = current_user.role == UserRole.CLIENT_ADMIN
+    is_staff = current_user.role.is_global
+
+    if not is_ticket_owner and not is_client_admin and not is_staff:
+        raise HTTPException(
+            status_code=status.HTTP_403_FORBIDDEN,
+            detail="Solo el creador del ticket o el administrador pueden crear asuntos",
+        )
+
+    tagged_users = []
+    if issue.tagged_user_ids:
+        result = await db.execute(
+            select(User).where(
+                User.id.in_(issue.tagged_user_ids),
+                User.is_active == True,
+            )
+        )
+        tagged_users = result.scalars().all()
+
+        found_ids = {u.id for u in tagged_users}
+        missing = [str(uid) for uid in issue.tagged_user_ids if uid not in found_ids]
+        if missing:
+            raise HTTPException(
+                status_code=status.HTTP_400_BAD_REQUEST,
+                detail=f"Usuarios no encontrados: {missing}",
+            )
+
+    new_issue = TicketIssue(
+        id=uuid.uuid4(), ticket_id=ticket_uuid,
+        tenant_id=ticket_obj.tenant_id, created_by=current_user.id,
+        content=issue.content, priority=TicketPriority[issue.priority],
+        attachment_path=None, attachment_filename=None, attachment_mime_type=None,
+        created_at=datetime.utcnow(), updated_at=datetime.utcnow(),
+    )
+    new_issue.tagged_users = tagged_users
+    db.add(new_issue)
+
+    await db.commit()
+    await db.refresh(new_issue, ["created_by_user", "tagged_users"])
+
+    await safe_audit_log(
+        db=db, tenant_id=current_user.tenant_id, user_id=current_user.id,
+        action="ticket.issue.create", resource_type="ticket_issue", resource_id=new_issue.id,
+        new_values={
+            "ticket_id": str(ticket_uuid), "priority": issue.priority,
+            "tagged_users": [str(uid) for uid in issue.tagged_user_ids],
+        },
+    )
+
+    return IssueResponse(
+        id=new_issue.id, ticket_id=new_issue.ticket_id, tenant_id=new_issue.tenant_id,
+        content=new_issue.content, priority=new_issue.priority.value,
+        created_by=new_issue.created_by,
+        created_by_name=f"{new_issue.created_by_user.first_name} {new_issue.created_by_user.last_name}",
+        tagged_users=[
+            {"id": u.id, "full_name": f"{u.first_name} {u.last_name}", "email": u.email}
+            for u in new_issue.tagged_users
+        ],
+        attachment_filename=new_issue.attachment_filename,
+        attachment_mime_type=new_issue.attachment_mime_type,
+        created_at=new_issue.created_at, updated_at=new_issue.updated_at,
+    )
+
+
+@router.post("/{ticket_id}/issues/{issue_id}/attachment", status_code=status.HTTP_200_OK)
+async def upload_issue_attachment(
+    ticket_id: str,
+    issue_id: str,
+    file: UploadFile = File(...),
+    db: AsyncSession = Depends(get_db),
+    current_user: User = Depends(get_current_user),
+    current_tenant: Tenant = Depends(get_current_tenant),
+):
+    """Subir adjunto a un asunto existente."""
+    ticket_uuid = validate_uuid_param(ticket_id, "ticket ID")
+    issue_uuid = validate_uuid_param(issue_id, "issue ID")
+
+    result = await db.execute(
+        select(TicketIssue).where(
+            TicketIssue.id == issue_uuid,
+            TicketIssue.ticket_id == ticket_uuid,
+        )
+    )
+    db_issue = result.scalars().first()
+    if not db_issue:
+        raise HTTPException(status_code=status.HTTP_404_NOT_FOUND, detail="Asunto no encontrado")
+
+    if db_issue.created_by != current_user.id and not current_user.role.is_global:
+        raise HTTPException(status_code=status.HTTP_403_FORBIDDEN, detail="Sin permisos")
+
+    upload_tenant_id = db_issue.tenant_id
+    file_metadata = await file_handler.save_upload(file, upload_tenant_id, ticket_uuid)
+
+    db_issue.attachment_path = file_metadata["file_path"]
+    db_issue.attachment_filename = file_metadata["original_filename"]
+    db_issue.attachment_mime_type = file_metadata["mime_type"]
+    db_issue.updated_at = datetime.utcnow()
+
+    await db.commit()
+
+    return {
+        "message": "Adjunto subido correctamente",
+        "attachment_filename": db_issue.attachment_filename,
+        "attachment_mime_type": db_issue.attachment_mime_type,
+    }

backend/app/api/v1/endpoints/users.py

@@ -19,6 +19,14 @@ router = APIRouter()
 # ENDPOINTS
 # ===================================
 
+
+@router.get("/me", response_model=UserResponse)
+async def read_current_user(
+    current_user: User = Depends(deps.get_current_user),
+):
+    """Obtener el perfil del usuario actual."""
+    return current_user
+
 @router.get("/", response_model=List[UserResponse])
 async def read_users(
     skip: int = 0, 
@@ -37,8 +45,12 @@ async def read_users(
     - role: filtrar por rol
     - is_active: filtrar por estado activo
     """
-    # ✅ CORREGIDO: Filtrar por tenant_id
-    query = select(User).where(User.tenant_id == current_user.tenant_id)
+    # ADMIN global ve todos los tenants; el resto solo ve su propio tenant
+    from app.models.user import UserRole as _UserRole
+    if current_user.role != _UserRole.ADMIN:
+        query = select(User).where(User.tenant_id == current_user.tenant_id)
+    else:
+        query = select(User)
     
     # Aplicar filtros opcionales
     if role:
@@ -136,10 +148,13 @@ async def read_user(
     
     ✅ Implementa multi-tenancy: solo permite acceso a usuarios del propio tenant.
     """
-    query = select(User).where(
-        User.id == user_id,
-        User.tenant_id == current_user.tenant_id  # ✅ Seguridad multi-tenant
-    )
+    if current_user.role.value == 'ADMIN':
+        query = select(User).where(User.id == user_id)
+    else:
+        query = select(User).where(
+            User.id == user_id,
+            User.tenant_id == current_user.tenant_id
+        )
     result = await db.execute(query)
     user = result.scalar_one_or_none()
     
@@ -175,11 +190,14 @@ async def update_user(
             detail="You don't have permission to update users"
         )
     
-    # Buscar usuario
-    query = select(User).where(
-        User.id == user_id,
-        User.tenant_id == current_user.tenant_id
-    )
+    # Buscar usuario - ADMIN global puede editar cualquier tenant
+    if current_user.role.value == "ADMIN":
+        query = select(User).where(User.id == user_id)
+    else:
+        query = select(User).where(
+            User.id == user_id,
+            User.tenant_id == current_user.tenant_id
+        )
     result = await db.execute(query)
     db_user = result.scalar_one_or_none()
     
@@ -268,8 +286,9 @@ async def delete_user(
     - No se puede eliminar a sí mismo
     - No se puede eliminar el último ADMIN del tenant
     """
-    # Verificar permisos - solo ADMIN puede eliminar
-    if current_user.role != UserRole.ADMIN:
+    # Verificar permisos - ADMIN global o CLIENT_ADMIN pueden eliminar
+    allowed = [UserRole.ADMIN, UserRole.CLIENT_ADMIN]
+    if current_user.role not in allowed:
         raise HTTPException(
             status_code=status.HTTP_403_FORBIDDEN,
             detail="Only admins can delete users"
@@ -282,11 +301,14 @@ async def delete_user(
             detail="You cannot delete yourself"
         )
     
-    # Buscar usuario
-    query = select(User).where(
-        User.id == user_id,
-        User.tenant_id == current_user.tenant_id
-    )
+    # Buscar usuario - ADMIN global puede editar cualquier tenant
+    if current_user.role.value == "ADMIN":
+        query = select(User).where(User.id == user_id)
+    else:
+        query = select(User).where(
+            User.id == user_id,
+            User.tenant_id == current_user.tenant_id
+        )
     result = await db.execute(query)
     db_user = result.scalar_one_or_none()
     
@@ -313,8 +335,8 @@ async def delete_user(
                 detail="Cannot delete the last active admin of the tenant"
             )
     
-    # Soft delete
-    db_user.is_active = False
+    # Hard delete
+    await db.delete(db_user)
     await db.commit()
     
     # Registrar eliminación en auditoría
@@ -359,11 +381,14 @@ async def activate_user(
             detail="You don't have permission to activate users"
         )
     
-    # Buscar usuario
-    query = select(User).where(
-        User.id == user_id,
-        User.tenant_id == current_user.tenant_id
-    )
+    # Buscar usuario - ADMIN global puede editar cualquier tenant
+    if current_user.role.value == "ADMIN":
+        query = select(User).where(User.id == user_id)
+    else:
+        query = select(User).where(
+            User.id == user_id,
+            User.tenant_id == current_user.tenant_id
+        )
     result = await db.execute(query)
     db_user = result.scalar_one_or_none()
     

backend/app/api/v1/helpers.py

@@ -68,11 +68,11 @@ async def generate_next_ticket_number(db: AsyncSession, tenant_id: uuid.UUID) ->
     last_ticket_number = result.scalar_one_or_none()
     
     if last_ticket_number:
-        last_number = int(last_ticket_number.split('-')[1])
+        last_number = int(last_ticket_number.split('-')[-1])
         next_number = last_number + 1
     else:
         next_number = 1
-    
+
     return f"TK-{next_number:06d}"
 
 
@@ -100,7 +100,10 @@ def ticket_to_dict(ticket: Ticket) -> dict:
         "category_id": str(ticket.category_id) if ticket.category_id else None,
         "category_name": ticket.category.name if ticket.category else None,
         "affected_system_id": str(ticket.affected_system_id) if ticket.affected_system_id else None,
+        "system_id": str(ticket.affected_system_id) if ticket.affected_system_id else None,
         "affected_system_name": ticket.affected_system.name if ticket.affected_system else None,
+        "contact_email": None,
+        "contact_phone": None,
         "created_by": str(ticket.created_by),
         "assigned_to": str(ticket.assigned_to) if ticket.assigned_to else None,
         "assigned_to_name": f"{ticket.assigned_to_user.first_name} {ticket.assigned_to_user.last_name}" if ticket.assigned_to_user else None,

backend/app/api/v1/router.py

@@ -6,7 +6,7 @@ Router principal para la API v1
 
 from fastapi import APIRouter
 
-from app.api.v1.endpoints import auth, health, tenants, users, systems, categories, tickets, client_profile, audit, sla
+from app.api.v1.endpoints import auth, health, tenants, users, systems, categories, tickets, client_profile, audit, sla, reports, participants
 
 api_router = APIRouter()
 
@@ -53,6 +53,12 @@ api_router.include_router(
     prefix="/tickets",
     tags=["tickets"]
 )
+# Participants routes (nested under tickets)
+api_router.include_router(
+    participants.router,
+    prefix="/tickets",
+    tags=["participants"]
+)
 
 # Client Profile routes
 api_router.include_router(
@@ -73,4 +79,11 @@ api_router.include_router(
     sla.router,
     prefix="/sla",
     tags=["sla"]
+)
+
+# Reports routes
+api_router.include_router(
+    reports.router,
+    prefix="/reports",
+    tags=["reports"]
 )

backend/app/core/config.py

@@ -5,7 +5,6 @@ Configuración centralizada usando Pydantic Settings v2
 """
 
 from functools import lru_cache
-from typing import List, Optional
 from pydantic_settings import BaseSettings
 from pydantic import field_validator, Field
 import os
@@ -24,6 +23,7 @@ class Settings(BaseSettings):
     # GENERAL
     # ===================================
     ENVIRONMENT: str = Field(default="development")
+    TESTING: bool = Field(default=False)
     DEBUG: bool = Field(default=False)
     SECRET_KEY: str = Field(...)
     API_VERSION: str = Field(default="v1")
@@ -59,8 +59,8 @@ class Settings(BaseSettings):
     # ===================================
     SMTP_HOST: str = Field(default="localhost")
     SMTP_PORT: int = Field(default=587)
-    SMTP_USER: Optional[str] = Field(default=None)
-    SMTP_PASSWORD: Optional[str] = Field(default=None)
+    SMTP_USER: str | None = Field(default=None)
+    SMTP_PASSWORD: str | None = Field(default=None)
     SMTP_USE_TLS: bool = Field(default=True)
     SMTP_USE_SSL: bool = Field(default=False)
     
@@ -78,7 +78,7 @@ class Settings(BaseSettings):
     UPLOAD_PATH: str = Field(default="/app/uploads")
     
     @property
-    def ALLOWED_FILE_EXTENSIONS(self) -> List[str]:
+    def ALLOWED_FILE_EXTENSIONS(self) -> list[str]:
         """Parse the comma-separated file extensions."""
         return [ext.strip().lower() for ext in self.ALLOWED_FILE_EXTENSIONS_STR.split(",")]
     
@@ -86,6 +86,9 @@ class Settings(BaseSettings):
     # SECURITY
     # ===================================
     RATE_LIMIT_ENABLED: bool = Field(default=True)
+    LOGIN_RATE_LIMIT_WINDOW_SECONDS: int = Field(default=300)
+    LOGIN_RATE_LIMIT_IP_MAX_ATTEMPTS: int = Field(default=30)
+    LOGIN_RATE_LIMIT_ID_MAX_ATTEMPTS: int = Field(default=10)
     PASSWORD_MIN_LENGTH: int = Field(default=8)
     
     # Argon2 settings
@@ -98,7 +101,7 @@ class Settings(BaseSettings):
     # ===================================
     LOG_LEVEL: str = Field(default="INFO")
     LOG_FORMAT: str = Field(default="json")
-    LOG_FILE: Optional[str] = Field(default=None)
+    LOG_FILE: str | None = Field(default=None)
     
     # ===================================
     # FRONTEND URLS

backend/app/core/database.py

@@ -6,7 +6,9 @@ SQLAlchemy 2.0 async setup con PostgreSQL
 
 from sqlalchemy.ext.asyncio import create_async_engine, AsyncSession, async_sessionmaker
 from sqlalchemy.orm import DeclarativeBase, Mapped, mapped_column
-from sqlalchemy import String, DateTime, func
+from sqlalchemy import String, DateTime, func, text
+from sqlalchemy.types import TypeDecorator, CHAR
+from sqlalchemy.dialects.postgresql import UUID as PG_UUID
 from typing import AsyncGenerator
 import uuid
 from datetime import datetime
@@ -34,18 +36,46 @@ AsyncSessionLocal = async_sessionmaker(
     autoflush=True,
     autocommit=False
 )
+class GUID(TypeDecorator):
+    """UUID portable: UUID nativo en Postgres, CHAR(36) en otros dialectos (SQLite para tests)."""
+
+    impl = CHAR
+    cache_ok = True
+
+    def load_dialect_impl(self, dialect):
+        if dialect.name == "postgresql":
+            return dialect.type_descriptor(PG_UUID(as_uuid=True))
+        return dialect.type_descriptor(CHAR(36))
+
+    def process_bind_param(self, value, dialect):
+        if value is None:
+            return None
+
+        if dialect.name == "postgresql":
+            return value
+
+        if isinstance(value, uuid.UUID):
+            return str(value)
+        return str(uuid.UUID(str(value)))
+
+    def process_result_value(self, value, dialect):
+        if value is None:
+            return None
+        if isinstance(value, uuid.UUID):
+            return value
+        return uuid.UUID(str(value))
 
 
 class Base(DeclarativeBase):
     """Base class para todos los modelos SQLAlchemy."""
-    
+
     # Columnas comunes para auditoría
-    id: Mapped[uuid.UUID] = mapped_column(primary_key=True, default=uuid.uuid4)
+    id: Mapped[uuid.UUID] = mapped_column(GUID(), primary_key=True, default=uuid.uuid4)
     created_at: Mapped[datetime] = mapped_column(DateTime(timezone=True), server_default=func.now())
     updated_at: Mapped[datetime] = mapped_column(
-        DateTime(timezone=True), 
+        DateTime(timezone=True),
         server_default=func.now(),
-        onupdate=func.now()
+        onupdate=func.now(),
     )
 
 
@@ -89,7 +119,7 @@ async def check_database_health() -> bool:
     """
     try:
         async with AsyncSessionLocal() as session:
-            await session.execute("SELECT 1")
+            await session.execute(text("SELECT 1"))
             return True
     except Exception:
         return False

backend/app/core/file_handler.py

@@ -16,6 +16,8 @@ settings = get_settings()
 
 class FileHandler:
     """Handler simple para archivos adjuntos"""
+
+    _CHUNK_SIZE_BYTES = 1024 * 1024  # 1MB
     
     def __init__(self):
         self.upload_path = Path(settings.UPLOAD_PATH)
@@ -24,8 +26,8 @@ class FileHandler:
         # Crear directorio si no existe
         self.upload_path.mkdir(parents=True, exist_ok=True)
     
-    def _validate_file(self, filename: str, file_size: int) -> None:
-        """Validar archivo"""
+    def _validate_extension(self, filename: str) -> str:
+        """Validar extensión del archivo y retornarla."""
         extension = Path(filename).suffix.lower().lstrip('.')
         
         if extension not in self.allowed_extensions:
@@ -33,32 +35,52 @@ class FileHandler:
                 status_code=status.HTTP_400_BAD_REQUEST,
                 detail=f"Extensión no permitida: {extension}"
             )
-        
-        if file_size > self.max_size_bytes:
+
+        return extension
+
+    def _validate_magic_bytes(self, extension: str, first_bytes: bytes) -> None:
+        """Validación básica por firma (magic bytes) para tipos comunes."""
+
+        signatures = {
+            # PDFs start with %PDF-
+            "pdf": [b"%PDF-"],
+            # PNG signature
+            "png": [b"\x89PNG\r\n\x1a\n"],
+            # JPEG starts with FF D8 FF
+            "jpg": [b"\xff\xd8\xff"],
+            "jpeg": [b"\xff\xd8\xff"],
+            # Legacy MS Office (OLE Compound File)
+            "doc": [b"\xd0\xcf\x11\xe0\xa1\xb1\x1a\xe1"],
+            "xls": [b"\xd0\xcf\x11\xe0\xa1\xb1\x1a\xe1"],
+            # OOXML (zip-based)
+            "docx": [b"PK\x03\x04", b"PK\x05\x06", b"PK\x07\x08"],
+            "xlsx": [b"PK\x03\x04", b"PK\x05\x06", b"PK\x07\x08"],
+        }
+
+        # For plain text, we can't reliably validate via magic bytes.
+        if extension == "txt":
+            return
+
+        allowed = signatures.get(extension)
+        if not allowed:
+            return
+
+        if not any(first_bytes.startswith(sig) for sig in allowed):
             raise HTTPException(
-                status_code=status.HTTP_413_REQUEST_ENTITY_TOO_LARGE,
-                detail=f"Archivo muy grande. Máximo: {settings.MAX_UPLOAD_SIZE_MB}MB"
+                status_code=status.HTTP_400_BAD_REQUEST,
+                detail="Contenido de archivo no coincide con la extensión declarada",
             )
     
-    def _calculate_checksums(self, content: bytes) -> Tuple[str, str]:
-        """Calcular MD5 y SHA256"""
-        return hashlib.md5(content).hexdigest(), hashlib.sha256(content).hexdigest()
-    
     async def save_upload(self, file: UploadFile, tenant_id: uuid.UUID, ticket_id: uuid.UUID) -> dict:
         """Guardar archivo y retornar metadata"""
         if not file.filename:
             raise HTTPException(status_code=400, detail="Filename requerido")
-        
-        content = await file.read()
-        file_size = len(content)
-        
-        self._validate_file(file.filename, file_size)
-        
-        md5_hash, sha256_hash = self._calculate_checksums(content)
-        
+
+        extension = self._validate_extension(file.filename)
+
         # Nombre único
-        extension = Path(file.filename).suffix.lower()
-        safe_filename = f"{uuid.uuid4().hex}{extension}"
+        original_extension = Path(file.filename).suffix.lower()
+        safe_filename = f"{uuid.uuid4().hex}{original_extension}"
         
         # Estructura: uploads/tenant_id/tickets/ticket_id/
         file_directory = self.upload_path / str(tenant_id) / "tickets" / str(ticket_id)
@@ -66,10 +88,61 @@ class FileHandler:
         
         file_path = file_directory / safe_filename
         relative_path = str(file_path.relative_to(self.upload_path))
-        
-        # Guardar archivo
-        with open(file_path, "wb") as f:
-            f.write(content)
+
+        # Guardar archivo (streaming) + checksums incrementales
+        md5 = hashlib.md5()
+        sha256 = hashlib.sha256()
+        file_size = 0
+        validated_magic = False
+        first_bytes: bytes = b""
+
+        try:
+            with open(file_path, "wb") as f:
+                while True:
+                    chunk = await file.read(self._CHUNK_SIZE_BYTES)
+                    if not chunk:
+                        break
+
+                    if not validated_magic:
+                        first_bytes = chunk[:16]
+                        self._validate_magic_bytes(extension, first_bytes)
+                        validated_magic = True
+
+                    file_size += len(chunk)
+                    if file_size > self.max_size_bytes:
+                        raise HTTPException(
+                            status_code=status.HTTP_413_REQUEST_ENTITY_TOO_LARGE,
+                            detail=f"Archivo muy grande. Máximo: {settings.MAX_UPLOAD_SIZE_MB}MB",
+                        )
+
+                    md5.update(chunk)
+                    sha256.update(chunk)
+                    f.write(chunk)
+
+            if file_size == 0:
+                raise HTTPException(
+                    status_code=status.HTTP_400_BAD_REQUEST,
+                    detail="Archivo vacío",
+                )
+
+        except HTTPException:
+            # Eliminar archivo parcial si existe
+            try:
+                if file_path.exists():
+                    file_path.unlink()
+            except Exception:
+                pass
+            raise
+        except Exception as exc:
+            try:
+                if file_path.exists():
+                    file_path.unlink()
+            except Exception:
+                pass
+            raise HTTPException(
+                status_code=status.HTTP_500_INTERNAL_SERVER_ERROR,
+                detail=f"Error guardando archivo: {exc}",
+            )
         
         import mimetypes
         mime_type = mimetypes.guess_type(file.filename)[0] or "application/octet-stream"
@@ -80,8 +153,8 @@ class FileHandler:
             "file_path": relative_path,
             "file_size": file_size,
             "mime_type": mime_type,
-            "md5_hash": md5_hash,
-            "sha256_hash": sha256_hash
+            "md5_hash": md5.hexdigest(),
+            "sha256_hash": sha256.hexdigest(),
         }
     
     def get_file_path(self, relative_path: str) -> Path:

backend/app/core/limiter.py

@@ -0,0 +1,20 @@
+"""
+Rate Limiter - ServiceManagerWeb
+
+Configura slowapi con Redis como storage backend.
+Respeta settings.RATE_LIMIT_ENABLED: si está desactivado usa memoria
+y el limiter queda en modo noop (enabled=False).
+"""
+
+from slowapi import Limiter
+from slowapi.util import get_remote_address
+
+from app.core.config import get_settings
+
+settings = get_settings()
+
+limiter = Limiter(
+    key_func=get_remote_address,
+    storage_uri=settings.REDIS_URL if settings.RATE_LIMIT_ENABLED else "memory://",
+    enabled=settings.RATE_LIMIT_ENABLED,
+)

backend/app/core/security.py

@@ -13,6 +13,7 @@ import pyotp
 import secrets
 import base64
 import struct
+import uuid
 
 from app.core.config import get_settings
 
@@ -100,7 +101,8 @@ class SecurityUtils:
         """
         to_encode = data.copy()
         expire = datetime.utcnow() + timedelta(days=settings.REFRESH_TOKEN_EXPIRE_DAYS)
-        to_encode.update({"exp": expire, "type": "refresh"})
+        # Add a unique identifier so refresh tokens are never deterministic.
+        to_encode.update({"exp": expire, "type": "refresh", "jti": str(uuid.uuid4())})
         
         encoded_jwt = jwt.encode(
             to_encode,

backend/app/main.py

@@ -9,6 +9,9 @@ from fastapi.middleware.cors import CORSMiddleware
 from fastapi.middleware.gzip import GZipMiddleware
 from fastapi.responses import JSONResponse
 from contextlib import asynccontextmanager
+from slowapi import _rate_limit_exceeded_handler
+from slowapi.errors import RateLimitExceeded
+from slowapi.middleware import SlowAPIMiddleware
 import structlog
 import time
 import uuid
@@ -31,6 +34,8 @@ from app.api.v1.router import api_router
 from app.middleware.tenant import TenantMiddleware
 from app.middleware.correlation_id import CorrelationIDMiddleware
 from app.core.cache import cache
+from app.core.limiter import limiter
+from app.models.issue import TicketIssue, ticket_issue_tagged_users
 
 settings = get_settings()
 setup_logging()
@@ -70,18 +75,43 @@ app = FastAPI(
     openapi_url=f"/{settings.API_VERSION}/openapi.json"
 )
 
+# SlowAPI rate limiting
+app.state.limiter = limiter
+app.add_exception_handler(RateLimitExceeded, _rate_limit_exceeded_handler)
+app.add_middleware(SlowAPIMiddleware)
+
 # ===================================
 # MIDDLEWARE
 # ===================================
 
 # CORS
 cors_origins = settings.CORS_ORIGINS.split(",") if isinstance(settings.CORS_ORIGINS, str) else settings.CORS_ORIGINS
+
+if settings.is_production():
+    cors_allow_methods = ["GET", "POST", "PUT", "PATCH", "DELETE", "OPTIONS"]
+    cors_allow_headers = [
+        "Authorization",
+        "Content-Type",
+        "X-Tenant-ID",
+        "X-Tenant-Slug",
+        "X-Correlation-ID",
+    ]
+else:
+    cors_allow_methods = ["GET", "POST", "PUT", "PATCH", "DELETE", "OPTIONS"]
+    cors_allow_headers = [
+        "Authorization",
+        "Content-Type",
+        "X-Tenant-ID",
+        "X-Tenant-Slug",
+        "X-Correlation-ID",
+    ]
+
 app.add_middleware(
     CORSMiddleware,
     allow_origins=cors_origins,
     allow_credentials=True,
-    allow_methods=["*"],
-    allow_headers=["*"],
+    allow_methods=cors_allow_methods,
+    allow_headers=cors_allow_headers,
 )
 
 # Compression

backend/app/middleware/tenant.py

@@ -9,8 +9,9 @@ from starlette.requests import Request
 from starlette.responses import Response, JSONResponse
 from sqlalchemy import select
 import structlog
+import uuid
 
-from app.core.database import AsyncSessionLocal
+from app.core.database import AsyncSessionLocal, get_db
 from app.core.config import get_settings
 from app.models.tenant import Tenant, TenantStatus
 
@@ -30,11 +31,19 @@ class TenantMiddleware(BaseHTTPMiddleware):
     # Rutas que no requieren tenant
     EXCLUDED_PATHS = {
         "/health",
+        "/api/v1/health",
+        "/v1/health",
+        "/api/v1/health/detailed",
+        "/v1/health/detailed",
         "/",
         "/api/v1/auth/login",
         "/v1/auth/login",
         "/api/v1/auth/refresh",
         "/v1/auth/refresh",
+        "/api/v1/auth/logout",
+        "/v1/auth/logout",
+        "/api/v1/auth/me",
+        "/v1/auth/me",
         "/api/v1/auth/forgot-password",
         "/v1/auth/forgot-password",
         "/api/v1/auth/reset-password",
@@ -66,33 +75,58 @@ class TenantMiddleware(BaseHTTPMiddleware):
         tenant_id = request.headers.get("X-Tenant-ID")
         tenant_slug = request.headers.get("X-Tenant-Slug")
 
-        # Si no hay headers de tenant
-        if not tenant_id and not tenant_slug:
-            if settings.ENVIRONMENT == "production":
+        tenant_uuid: uuid.UUID | None = None
+        if tenant_id:
+            try:
+                tenant_uuid = uuid.UUID(tenant_id)
+            except ValueError:
                 return JSONResponse(
                     status_code=400,
-                    content={"detail": "Tenant information required (X-Tenant-ID or X-Tenant-Slug header)"}
+                    content={"detail": "Invalid X-Tenant-ID header (must be UUID)"},
                 )
-            # En desarrollo, continuar sin tenant con advertencia
-            logger.warning(
-                "Request without tenant information",
-                path=request.url.path,
-                method=request.method,
+
+        # Si no hay headers de tenant (requerido para aislamiento multi-tenant)
+        if not tenant_id and not tenant_slug:
+            return JSONResponse(
+                status_code=400,
+                content={"detail": "Tenant information required (X-Tenant-ID or X-Tenant-Slug header)"},
             )
-            return await call_next(request)
 
         # Validar tenant contra la base de datos
         try:
-            async with AsyncSessionLocal() as session:
-                if tenant_id:
-                    result = await session.execute(
-                        select(Tenant).where(Tenant.id == tenant_id)
-                    )
-                else:
-                    result = await session.execute(
-                        select(Tenant).where(Tenant.slug == tenant_slug)
-                    )
-                tenant = result.scalars().first()
+            # Prefer DB session coming from dependency overrides (tests) when available.
+            # Guard: in unit tests request.app may be a MagicMock, not a real FastAPI app.
+            dependency_overrides = getattr(request.app, "dependency_overrides", None)
+            override_get_db = None
+            if isinstance(dependency_overrides, dict):
+                override_get_db = dependency_overrides.get(get_db)
+
+            if override_get_db is not None:
+                agen = override_get_db()
+                session = await agen.__anext__()
+                try:
+                    if tenant_uuid is not None:
+                        result = await session.execute(
+                            select(Tenant).where(Tenant.id == tenant_uuid)
+                        )
+                    else:
+                        result = await session.execute(
+                            select(Tenant).where(Tenant.slug == tenant_slug)
+                        )
+                    tenant = result.scalars().first()
+                finally:
+                    await agen.aclose()
+            else:
+                async with AsyncSessionLocal() as session:
+                    if tenant_uuid is not None:
+                        result = await session.execute(
+                            select(Tenant).where(Tenant.id == tenant_uuid)
+                        )
+                    else:
+                        result = await session.execute(
+                            select(Tenant).where(Tenant.slug == tenant_slug)
+                        )
+                    tenant = result.scalars().first()
 
             if tenant is None:
                 logger.warning(

backend/app/models/__init__.py

@@ -3,6 +3,7 @@
 from .user import User
 from .tenant import Tenant
 from .ticket import Ticket
+from .issue import TicketIssue, ticket_issue_tagged_users
 from .comment import TicketComment
 from .system import System
 from .category import Category
@@ -10,12 +11,15 @@ from .client_profile import ClientProfile
 from .attachment import TicketAttachment
 from .audit import AuditLog
 from .refresh_token import RefreshToken
+from .permission import TenantPermission
 
 __all__ = [
     "User",
-    "Tenant", 
+    "Tenant",
     "Ticket",
+    "TicketIssue",
     "TicketComment",
+    "TenantPermission",
     "System",
     "Category",
     "ClientProfile",

backend/app/models/attachment.py

@@ -3,12 +3,11 @@ Attachment Model - ServiceManagerWeb
 """
 from sqlalchemy import String, ForeignKey, Integer, DateTime, func
 from sqlalchemy.orm import Mapped, mapped_column, relationship
-from sqlalchemy.dialects.postgresql import UUID
 from typing import Optional, TYPE_CHECKING
 from datetime import datetime
 import uuid
 
-from app.core.database import Base
+from app.core.database import Base, GUID
 
 if TYPE_CHECKING:
     from app.models.ticket import Ticket
@@ -21,24 +20,24 @@ class TicketAttachment(Base):
     __tablename__ = "ticket_attachments"
     
     # Sobrescribir campos heredados de Base para que coincidan con la tabla real
-    id: Mapped[uuid.UUID] = mapped_column(UUID(as_uuid=True), primary_key=True, default=uuid.uuid4)
+    id: Mapped[uuid.UUID] = mapped_column(GUID(), primary_key=True, default=uuid.uuid4)
     created_at: Mapped[datetime] = mapped_column(DateTime(timezone=True), server_default=func.now())
     # Esta tabla NO tiene updated_at, así que lo excluimos del mapping
     
     ticket_id: Mapped[uuid.UUID] = mapped_column(
-        UUID(as_uuid=True),
+        GUID(),
         ForeignKey("tickets.id", ondelete="CASCADE"),
         nullable=False
     )
     
     comment_id: Mapped[Optional[uuid.UUID]] = mapped_column(
-        UUID(as_uuid=True),
+        GUID(),
         ForeignKey("ticket_comments.id", ondelete="CASCADE"),
         nullable=True
     )
     
     uploaded_by: Mapped[uuid.UUID] = mapped_column(
-        UUID(as_uuid=True),
+        GUID(),
         ForeignKey("users.id"),
         nullable=False
     )

backend/app/models/audit.py

@@ -1,18 +1,18 @@
 """
 Audit Log Model - ServiceManagerWeb
 
-Modelo para bitácora de auditoría y compliance.
+Modelo para bitácora de auditoría y compliance.
 Registra todas las acciones importantes del sistema.
 """
 
-from sqlalchemy import String, Text, DateTime, ForeignKey, Index
+from sqlalchemy import String, Text, DateTime, ForeignKey, Index, JSON
 from sqlalchemy.orm import Mapped, mapped_column, relationship
-from sqlalchemy.dialects.postgresql import UUID, INET, JSONB
+from sqlalchemy.dialects.postgresql import INET, JSONB
 from typing import Optional, Dict, Any, TYPE_CHECKING
 import uuid
-from datetime import datetime
+from datetime import datetime, timezone
 
-from app.core.database import Base
+from app.core.database import Base, GUID
 
 if TYPE_CHECKING:
     from app.models.tenant import Tenant
@@ -21,128 +21,154 @@ if TYPE_CHECKING:
 
 class AuditLog(Base):
     """
-    Bitácora de auditoría para tracking completo de acciones.
-    
+    Bitácora de auditoría para tracking completo de acciones.
+
     Registra:
-    - Qui├®n hizo la acci├│n (user_id)
-    - Qu├® hizo (action)
-    - Sobre qu├® recurso (resource_type + resource_id)
-    - Cuándo lo hizo (created_at)
-    - Desde d├│nde (ip_address, user_agent)
-    - Qu├® cambi├│ (old_values, new_values)
+    - Quién hizo la acción (user_id)
+    - Qué hizo (action)
+    - Sobre qué recurso (resource_type + resource_id)
+    - Cuándo lo hizo (created_at)
+    - Desde dónde (ip_address, user_agent)
+    - Qué cambió (old_values, new_values)
     """
-    
+
     __tablename__ = "audit_logs"
-    
-    # Multi-tenancy
+
+    # Multi-tenancy: cada registro pertenece a un tenant específico
     tenant_id: Mapped[uuid.UUID] = mapped_column(
-        UUID(as_uuid=True),
+        GUID(),
         ForeignKey("tenants.id", ondelete="CASCADE"),
         nullable=False,
         index=True
     )
-    
-    # Usuario que ejecut├│ la acci├│n (NULL = acci├│n del sistema)
+
+    # Usuario que ejecutó la acción (NULL = acción del sistema)
     user_id: Mapped[Optional[uuid.UUID]] = mapped_column(
-        UUID(as_uuid=True),
+        GUID(),
         ForeignKey("users.id", ondelete="SET NULL"),
         nullable=True,
         index=True
     )
-    
-    # Acci├│n realizada (ej: "user.login", "ticket.create", "ticket.assign")
+
+    # Acción realizada en formato "recurso.verbo"
+    # Ejemplos: "user.login", "ticket.create", "ticket.assign"
     action: Mapped[str] = mapped_column(
         String(100),
         nullable=False,
         index=True
     )
-    
+
     # Tipo de recurso afectado (user, ticket, comment, category, etc.)
     resource_type: Mapped[str] = mapped_column(
         String(50),
         nullable=False,
         index=True
     )
-    
+
     # ID del recurso afectado
     resource_id: Mapped[Optional[uuid.UUID]] = mapped_column(
-        UUID(as_uuid=True),
+        GUID(),
         nullable=True
     )
-    
-    # Contexto de la request
-    ip_address: Mapped[Optional[str]] = mapped_column(INET, nullable=True)
+
+    # Contexto de la request: IP y navegador del usuario
+    ip_address: Mapped[Optional[str]] = mapped_column(
+        String(45).with_variant(INET, "postgresql"),
+        nullable=True,
+    )
     user_agent: Mapped[Optional[str]] = mapped_column(Text, nullable=True)
-    
-    # Correlation ID para rastrear requests relacionadas
+
+    # Correlation ID para rastrear todas las requests relacionadas
+    # en una misma operación o sesión
     correlation_id: Mapped[Optional[uuid.UUID]] = mapped_column(
-        UUID(as_uuid=True),
+        GUID(),
         nullable=True,
         index=True
     )
-    
-    # Valores antes del cambio (JSON)
+
+    # Estado del recurso antes del cambio (para auditoría de cambios)
     old_values: Mapped[Optional[Dict[str, Any]]] = mapped_column(
-        JSONB,
+        JSON().with_variant(JSONB, "postgresql"),
         nullable=True
     )
-    
-    # Valores despu├®s del cambio (JSON)
+
+    # Estado del recurso después del cambio (para auditoría de cambios)
     new_values: Mapped[Optional[Dict[str, Any]]] = mapped_column(
-        JSONB,
+        JSON().with_variant(JSONB, "postgresql"),
         nullable=True
     )
-    
-    # Metadata adicional (cualquier info relevante)
-    # Nota: 'metadata' está reservado en SQLAlchemy, usamos 'extra_metadata'
+
+    # Metadata adicional con cualquier información relevante del contexto
+    # Nota: 'metadata' está reservado en SQLAlchemy, se usa 'extra_metadata'
+    # como nombre del atributo Python, pero la columna en BD se llama 'metadata'
     extra_metadata: Mapped[Optional[Dict[str, Any]]] = mapped_column(
-        'metadata',  # Nombre real de la columna en BD
-        JSONB,
+        'metadata',
+        JSON().with_variant(JSONB, "postgresql"),
         nullable=True
     )
-    
-    # Timestamp
+
+    # Timestamp de creación con timezone
+    # CORRECCIÓN: default=lambda: datetime.now(timezone.utc) genera un
+    # datetime aware en UTC, compatible con DateTime(timezone=True).
+    # El default anterior (datetime.utcnow) generaba datetimes naive,
+    # causando que los filtros de fecha fallaran silenciosamente porque
+    # SQLAlchemy no podía comparar aware vs naive correctamente.
     created_at: Mapped[datetime] = mapped_column(
         DateTime(timezone=True),
-        default=datetime.utcnow,
+        default=lambda: datetime.now(timezone.utc),
         nullable=False,
         index=True
     )
-    
-    # Relaciones
+
+    # Relaciones con otros modelos
     tenant: Mapped["Tenant"] = relationship("Tenant", foreign_keys=[tenant_id])
     user: Mapped[Optional["User"]] = relationship("User", foreign_keys=[user_id])
-    
-    # Índices compuestos para queries comunes
+
+    # Índices compuestos para optimizar las queries más frecuentes
     __table_args__ = (
+        # Filtrar logs por tenant y tipo de acción (uso más común)
         Index('idx_audit_logs_tenant_action', 'tenant_id', 'action'),
+        # Buscar el historial de un recurso específico
         Index('idx_audit_logs_resource', 'resource_type', 'resource_id'),
+        # Ver la actividad de un usuario ordenada por fecha
         Index('idx_audit_logs_user_created', 'user_id', 'created_at'),
     )
-    
-    # Configuraci├│n del mapper: excluir updated_at porque audit logs son inmutables
+
+    # Los audit logs son inmutables: nunca se actualizan, solo se crean
+    # Por eso se excluye updated_at del mapper
     __mapper_args__ = {
         "exclude_properties": ["updated_at"]
     }
-    
+
     def __repr__(self) -> str:
-        return f"<AuditLog(action='{self.action}', resource='{self.resource_type}:{self.resource_id}')>"
-    
+        return (
+            f"<AuditLog("
+            f"action='{self.action}', "
+            f"resource='{self.resource_type}:{self.resource_id}'"
+            f")>"
+        )
+
     @property
     def action_display(self) -> str:
-        """Formato amigable de la acci├│n."""
+        """
+        Formato legible de la acción para mostrar en la interfaz.
+
+        Convierte el formato interno "recurso.verbo" a texto descriptivo.
+        Ejemplo: "ticket.create" → "creó ticket"
+        """
         parts = self.action.split('.')
         if len(parts) == 2:
             resource, verb = parts
             verb_map = {
-                'create': 'cre├│',
-                'update': 'actualiz├│',
-                'delete': 'elimin├│',
-                'login': 'inici├│ sesi├│n',
-                'logout': 'cerr├│ sesi├│n',
-                'assign': 'asign├│',
-                'close': 'cerr├│',
-                'reopen': 'reabri├│'
+                'create': 'creó',
+                'update': 'actualizó',
+                'delete': 'eliminó',
+                'login': 'inició sesión',
+                'logout': 'cerró sesión',
+                'login_failed': 'intentó iniciar sesión',
+                'assign': 'asignó',
+                'close': 'cerró',
+                'reopen': 'reabrió'
             }
             return f"{verb_map.get(verb, verb)} {resource}"
-        return self.action
+        return self.action

backend/app/models/category.py

@@ -4,11 +4,10 @@ Categorías de tickets por tenant
 """
 from sqlalchemy import String, Text, Boolean, Integer, ForeignKey, UniqueConstraint
 from sqlalchemy.orm import Mapped, mapped_column, relationship
-from sqlalchemy.dialects.postgresql import UUID
 from typing import List, Optional
 import uuid
 
-from app.core.database import Base
+from app.core.database import Base, GUID
 
 class Category(Base):
     """Modelo de categorías de tickets (ticket_categories en BD)"""
@@ -21,7 +20,7 @@ class Category(Base):
     
     # ✅ CORREGIDO: tenant_id es obligatorio para multi-tenancy
     tenant_id: Mapped[uuid.UUID] = mapped_column(
-        UUID(as_uuid=True), 
+        GUID(),
         ForeignKey("tenants.id", ondelete="CASCADE"), 
         nullable=False  # ✅ Obligatorio
     )
@@ -31,7 +30,7 @@ class Category(Base):
     sla_response_hours: Mapped[int] = mapped_column(Integer, default=24, nullable=False)
     sla_resolution_hours: Mapped[int] = mapped_column(Integer, default=72, nullable=False)
     auto_assign_to: Mapped[Optional[uuid.UUID]] = mapped_column(
-        UUID(as_uuid=True), 
+        GUID(),
         ForeignKey("users.id"),
         nullable=True
     )

backend/app/models/client_profile.py

@@ -7,12 +7,11 @@ Almacena información detallada de la empresa cliente
 
 from sqlalchemy import String, Boolean, DateTime, ForeignKey, Text, Numeric
 from sqlalchemy.orm import Mapped, mapped_column, relationship
-from sqlalchemy.dialects.postgresql import UUID
 from typing import Optional, TYPE_CHECKING
 import uuid
 from datetime import datetime
 
-from app.core.database import Base
+from app.core.database import Base, GUID
 
 if TYPE_CHECKING:
     from app.models.tenant import Tenant
@@ -25,7 +24,7 @@ class ClientProfile(Base):
     
     # Relación con tenant (uno a uno)
     tenant_id: Mapped[uuid.UUID] = mapped_column(
-        UUID(as_uuid=True),
+        GUID(),
         ForeignKey("tenants.id", ondelete="CASCADE"),
         unique=True,
         nullable=False,

backend/app/models/comment.py

@@ -5,12 +5,11 @@ Modelo para comentarios en tickets
 """
 
 from sqlalchemy import Column, String, Text, Boolean, ForeignKey, DateTime
-from sqlalchemy.dialects.postgresql import UUID
 from sqlalchemy.orm import Mapped, mapped_column, relationship
 from datetime import datetime
 import uuid
 
-from app.core.database import Base
+from app.core.database import Base, GUID
 
 
 class TicketComment(Base):
@@ -20,20 +19,20 @@ class TicketComment(Base):
     
     # Columnas
     id: Mapped[uuid.UUID] = mapped_column(
-        UUID(as_uuid=True),
+        GUID(),
         primary_key=True,
         default=uuid.uuid4
     )
     
     ticket_id: Mapped[uuid.UUID] = mapped_column(
-        UUID(as_uuid=True),
+        GUID(),
         ForeignKey("tickets.id", ondelete="CASCADE"),
         nullable=False,
         index=True
     )
     
     author_id: Mapped[uuid.UUID] = mapped_column(
-        UUID(as_uuid=True),
+        GUID(),
         ForeignKey("users.id"),
         nullable=False,
         index=True

backend/app/models/issue.py

@@ -0,0 +1,102 @@
+"""
+TicketIssue Model - ServiceManagerWeb
+
+Asuntos de escalación asociados a tickets.
+Creados por el dueño del ticket o el CLIENT_ADMIN del tenant.
+"""
+from sqlalchemy import String, ForeignKey, Text, Table, Column
+from sqlalchemy.orm import Mapped, mapped_column, relationship
+from typing import Optional, List
+from datetime import datetime
+import uuid
+
+from app.core.database import Base, GUID
+from app.models.ticket import TicketPriority
+from sqlalchemy import Enum as SAEnum
+from sqlalchemy.dialects.postgresql import ENUM as PG_ENUM
+
+
+# Tabla de relación N:M entre TicketIssue y User (usuarios etiquetados)
+ticket_issue_tagged_users = Table(
+    "ticket_issue_tagged_users",
+    Base.metadata,
+    Column(
+        "issue_id",
+        GUID(),
+        ForeignKey("ticket_issues.id", ondelete="CASCADE"),
+        primary_key=True,
+        nullable=False,
+    ),
+    Column(
+        "user_id",
+        GUID(),
+        ForeignKey("users.id", ondelete="CASCADE"),
+        primary_key=True,
+        nullable=False,
+    ),
+)
+
+
+class TicketIssue(Base):
+    """
+    Asunto de escalación de un ticket.
+
+    Solo puede crearlo:
+      - El usuario que creó el ticket (created_by del Ticket)
+      - El CLIENT_ADMIN del mismo tenant
+    """
+    __tablename__ = "ticket_issues"
+
+    # Multi-tenancy — siempre filtrar por esto
+    tenant_id: Mapped[uuid.UUID] = mapped_column(
+        GUID(),
+        ForeignKey("tenants.id", ondelete="CASCADE"),
+        nullable=False,
+    )
+
+    # Relación con el ticket padre
+    ticket_id: Mapped[uuid.UUID] = mapped_column(
+        GUID(),
+        ForeignKey("tickets.id", ondelete="CASCADE"),
+        nullable=False,
+    )
+
+    # Quién lo creó
+    created_by: Mapped[uuid.UUID] = mapped_column(
+        GUID(),
+        ForeignKey("users.id"),
+        nullable=False,
+    )
+
+    # Contenido
+    content: Mapped[str] = mapped_column(Text, nullable=False)
+
+    priority: Mapped[TicketPriority] = mapped_column(
+        SAEnum(TicketPriority, name="ticket_priority_enum", native_enum=False).with_variant(
+            PG_ENUM(TicketPriority, name="ticket_priority_enum", create_type=True),
+            "postgresql",
+        ),
+        default=TicketPriority.MEDIUM,
+        nullable=False,
+    )
+
+    # Adjunto opcional (reutiliza file_handler igual que TicketAttachment)
+    attachment_path: Mapped[Optional[str]] = mapped_column(String(500), nullable=True)
+    attachment_filename: Mapped[Optional[str]] = mapped_column(String(255), nullable=True)
+    attachment_mime_type: Mapped[Optional[str]] = mapped_column(String(100), nullable=True)
+
+    # Relationships
+    ticket: Mapped["Ticket"] = relationship("Ticket", back_populates="issues")
+
+    created_by_user: Mapped["User"] = relationship(
+        "User",
+        foreign_keys=[created_by],
+    )
+
+    tagged_users: Mapped[List["User"]] = relationship(
+        "User",
+        secondary=ticket_issue_tagged_users,
+    )
+
+    def __repr__(self) -> str:
+        return f"<TicketIssue(id={self.id}, ticket={self.ticket_id}, priority={self.priority})>"

backend/app/models/permission.py

@@ -0,0 +1,67 @@
+"""
+TenantPermission Model - ServiceManagerWeb
+
+Permisos dinámicos por tenant.
+- Si user_id es None → aplica al rol completo (default del tenant)
+- Si user_id tiene valor → override individual para ese usuario
+"""
+from sqlalchemy import String, Boolean, ForeignKey, UniqueConstraint
+from sqlalchemy.orm import Mapped, mapped_column, relationship
+from typing import Optional
+import uuid
+
+from app.core.database import Base, GUID
+
+
+CLIENT_PERMISSIONS = [
+    "view_tickets",
+    "create_tickets",
+    "close_tickets",
+    "view_reports",
+    "manage_tenant_users",
+    "create_issues",
+]
+
+DEFAULT_PERMISSIONS = {
+    "CLIENT_ADMIN": {p: True for p in CLIENT_PERMISSIONS},
+    "CLIENT_USER": {
+        "view_tickets": True,
+        "create_tickets": True,
+        "close_tickets": False,
+        "view_reports": False,
+        "manage_tenant_users": False,
+        "create_issues": False,
+    }
+}
+
+
+class TenantPermission(Base):
+    __tablename__ = "tenant_permissions"
+
+    tenant_id: Mapped[uuid.UUID] = mapped_column(
+        GUID(),
+        ForeignKey("tenants.id", ondelete="CASCADE"),
+        nullable=False,
+    )
+    user_id: Mapped[Optional[uuid.UUID]] = mapped_column(
+        GUID(),
+        ForeignKey("users.id", ondelete="CASCADE"),
+        nullable=True,
+    )
+    role: Mapped[str] = mapped_column(String(50), nullable=False)
+    permission: Mapped[str] = mapped_column(String(100), nullable=False)
+    granted: Mapped[bool] = mapped_column(Boolean, nullable=False, default=True)
+
+    tenant: Mapped["Tenant"] = relationship("Tenant")
+    user: Mapped[Optional["User"]] = relationship("User")
+
+    __table_args__ = (
+        UniqueConstraint(
+            "tenant_id", "role", "user_id", "permission",
+            name="uq_tenant_permission"
+        ),
+    )
+
+    def __repr__(self) -> str:
+        scope = f"user:{self.user_id}" if self.user_id else f"role:{self.role}"
+        return f"<TenantPermission({scope} {self.permission}={'✓' if self.granted else '✗'})>"

backend/app/models/refresh_token.py

@@ -6,12 +6,11 @@ Modelo para persistencia de refresh tokens con revocaci├│n y tracking.
 
 from sqlalchemy import String, Boolean, DateTime, ForeignKey, Index, Integer
 from sqlalchemy.orm import Mapped, mapped_column, relationship
-from sqlalchemy.dialects.postgresql import UUID
 from typing import Optional, TYPE_CHECKING
 import uuid
-from datetime import datetime
+from datetime import datetime, timezone
 
-from app.core.database import Base
+from app.core.database import Base, GUID
 
 if TYPE_CHECKING:
     from app.models.user import User
@@ -36,7 +35,7 @@ class RefreshToken(Base):
     
     # User relationship
     user_id: Mapped[uuid.UUID] = mapped_column(
-        UUID(as_uuid=True),
+        GUID(),
         ForeignKey("users.id", ondelete="CASCADE"),
         nullable=False,
         index=True
@@ -92,7 +91,7 @@ class RefreshToken(Base):
     )
     
     revoked_by: Mapped[Optional[uuid.UUID]] = mapped_column(
-        UUID(as_uuid=True),
+        GUID(),
         ForeignKey("users.id", ondelete="SET NULL"),
         nullable=True
     )
@@ -146,12 +145,12 @@ class RefreshToken(Base):
         - No está revocado
         - No ha expirado
         """
-        return not self.revoked and self.expires_at > datetime.utcnow()
+        return not self.revoked and self.expires_at > datetime.now(timezone.utc)
     
     @property
     def is_expired(self) -> bool:
         """Verificar si el token ha expirado."""
-        return datetime.utcnow() >= self.expires_at
+        return datetime.now(timezone.utc) >= self.expires_at
     
     def revoke(self, revoked_by: Optional[uuid.UUID] = None) -> None:
         """
@@ -161,11 +160,11 @@ class RefreshToken(Base):
             revoked_by: ID del usuario que revoc├│ el token
         """
         self.revoked = True
-        self.revoked_at = datetime.utcnow()
+        self.revoked_at = datetime.now(timezone.utc)
         if revoked_by:
             self.revoked_by = revoked_by
     
     def track_usage(self) -> None:
         """Registrar uso del token."""
-        self.last_used_at = datetime.utcnow()
+        self.last_used_at = datetime.now(timezone.utc)
         self.usage_count += 1

backend/app/models/roles.py

@@ -0,0 +1,63 @@
+"""
+Definición y helpers de roles para el sistema multi-tenant.
+
+Fuente única: UserRole en app.models.user.
+Este módulo expone conjuntos de roles y helpers de verificación
+para usarse en deps.py y en los endpoints.
+
+Roles globales (staff interno — alcance multi-tenant):
+    ADMIN           → control total sobre todos los tenants
+    SUPPORT_MANAGER → gestiona equipos y SLAs de todos los tenants
+    AGENT           → atiende tickets de cualquier tenant
+    AUDITOR         → auditoría de solo lectura en todos los tenants
+
+Roles de cliente (alcance limitado al propio tenant):
+    CLIENT_ADMIN    → administra organización: usuarios, configuración, tickets
+    CLIENT_USER     → crea y sigue sus propios tickets
+"""
+
+from app.models.user import UserRole
+
+# ── Conjuntos de roles ──────────────────────────────────────────────────────
+
+GLOBAL_ROLES: frozenset[UserRole] = frozenset({
+    UserRole.ADMIN,
+    UserRole.SUPPORT_MANAGER,
+    UserRole.AGENT,
+    UserRole.AUDITOR,
+})
+
+CLIENT_ROLES: frozenset[UserRole] = frozenset({
+    UserRole.CLIENT_ADMIN,
+    UserRole.CLIENT_USER,
+})
+
+# ── Permisos por rol ────────────────────────────────────────────────────────
+
+ROLE_PERMISSIONS: dict[UserRole, list[str]] = {
+    # Staff global
+    UserRole.ADMIN:           ["manage_all", "view_all", "audit_all"],
+    UserRole.SUPPORT_MANAGER: ["manage_teams", "view_all_tickets", "manage_sla"],
+    UserRole.AGENT:           ["view_all_tickets", "update_any_ticket"],
+    UserRole.AUDITOR:         ["view_all", "audit_all"],
+    # Clientes (acotados al tenant)
+    UserRole.CLIENT_ADMIN:    ["manage_tenant", "manage_tenant_users", "view_tenant_tickets"],
+    UserRole.CLIENT_USER:     ["create_ticket", "view_own_tickets"],
+}
+
+# ── Helpers ─────────────────────────────────────────────────────────────────
+
+def is_global_staff(role: UserRole) -> bool:
+    """Retorna True si el rol tiene alcance global (staff interno)."""
+    return role.is_global
+
+
+def is_client_role(role: UserRole) -> bool:
+    """Retorna True si el rol está acotado al tenant del usuario."""
+    return role.is_client
+
+
+def has_permission(role: UserRole, permission: str) -> bool:
+    """Verifica si un rol tiene un permiso específico."""
+    return permission in ROLE_PERMISSIONS.get(role, [])
+

backend/app/models/system.py

@@ -4,11 +4,10 @@ Sistemas afectados por tenant
 """
 from sqlalchemy import String, Text, Boolean, ForeignKey, UniqueConstraint
 from sqlalchemy.orm import Mapped, mapped_column, relationship
-from sqlalchemy.dialects.postgresql import UUID
 from typing import List, Optional
 import uuid
 
-from app.core.database import Base
+from app.core.database import Base, GUID
 
 class System(Base):
     """Modelo de sistemas afectados (affected_systems en BD)"""
@@ -21,7 +20,7 @@ class System(Base):
     
     # ✅ AÑADIDO: tenant_id obligatorio para multi-tenancy (faltaba completamente)
     tenant_id: Mapped[uuid.UUID] = mapped_column(
-        UUID(as_uuid=True), 
+        GUID(),
         ForeignKey("tenants.id", ondelete="CASCADE"), 
         nullable=False
     )

backend/app/models/tenant.py

@@ -2,9 +2,9 @@
 Tenant Model - ServiceManagerWeb
 Modelo para organizaciones cliente (multi-tenancy)
 """
-from sqlalchemy import String, Integer, Text, Boolean, ARRAY
+from sqlalchemy import String, Integer, Text, Boolean, JSON
 from sqlalchemy.orm import Mapped, mapped_column, relationship
-from sqlalchemy.dialects.postgresql import UUID, ENUM
+from sqlalchemy.dialects.postgresql import UUID, ENUM, ARRAY as PG_ARRAY
 from typing import List, Optional
 import enum
 import uuid
@@ -40,7 +40,7 @@ class Tenant(Base):
     max_users: Mapped[int] = mapped_column(Integer, default=50)
     max_storage_mb: Mapped[int] = mapped_column(Integer, default=1024)
     allowed_file_types: Mapped[List[str]] = mapped_column(
-        ARRAY(String),
+        JSON().with_variant(PG_ARRAY(String), "postgresql"),
         default=["pdf", "jpg", "jpeg", "png", "doc", "docx", "xls", "xlsx", "txt"]
     )
     

backend/app/models/ticket.py

@@ -2,15 +2,20 @@
 Ticket Model - ServiceManagerWeb
 Tickets de soporte - Core del negocio
 """
-from sqlalchemy import String, ForeignKey, Text, Integer, CheckConstraint, UniqueConstraint
-from sqlalchemy.orm import Mapped, mapped_column, relationship
-from sqlalchemy.dialects.postgresql import UUID, ENUM
+from sqlalchemy import String, ForeignKey, Text, Integer, CheckConstraint, UniqueConstraint, Enum as SAEnum
+from sqlalchemy.orm import Mapped, mapped_column, relationship, synonym
+from sqlalchemy.dialects.postgresql import ENUM as PG_ENUM
 from typing import Optional
 from datetime import datetime
 import enum
 import uuid
 
-from app.core.database import Base
+from app.core.database import Base, GUID
+
+
+def _generate_fallback_ticket_number() -> str:
+    # Matches helper format "TK-000001" and stays within VARCHAR(20)
+    return f"TK-{(uuid.uuid4().int % 1_000_000):06d}"
 
 class TicketStatus(str, enum.Enum):
     """Estados posibles de un ticket"""
@@ -35,50 +40,64 @@ class Ticket(Base):
     
     # Multi-tenancy
     tenant_id: Mapped[uuid.UUID] = mapped_column(
-        UUID(as_uuid=True), 
+        GUID(),
         ForeignKey("tenants.id", ondelete="CASCADE"), 
         nullable=False
     )
     
     # Campos básicos
-    ticket_number: Mapped[str] = mapped_column(String(20), nullable=False)
+    ticket_number: Mapped[str] = mapped_column(
+        String(20),
+        nullable=False,
+        default=_generate_fallback_ticket_number,
+    )
     subject: Mapped[str] = mapped_column(String(255), nullable=False)
     description: Mapped[str] = mapped_column(Text, nullable=False)
+
+    # Compatibility aliases (API/UI/tests often use these names)
+    title = synonym("subject")
+    system_id = synonym("affected_system_id")
     
     # Estado y Prioridad
     status: Mapped[TicketStatus] = mapped_column(
-        ENUM(TicketStatus, name="ticket_status_enum", create_type=False), 
+        SAEnum(TicketStatus, name="ticket_status_enum", native_enum=False).with_variant(
+            PG_ENUM(TicketStatus, name="ticket_status_enum", create_type=True),
+            "postgresql",
+        ),
         default=TicketStatus.NEW,
         nullable=False
     )
     priority: Mapped[TicketPriority] = mapped_column(
-        ENUM(TicketPriority, name="ticket_priority_enum", create_type=False), 
+        SAEnum(TicketPriority, name="ticket_priority_enum", native_enum=False).with_variant(
+            PG_ENUM(TicketPriority, name="ticket_priority_enum", create_type=True),
+            "postgresql",
+        ),
         default=TicketPriority.MEDIUM,
         nullable=False
     )
     
     # ✅ CORREGIDO: Foreign Keys apuntan a tablas correctas
     created_by: Mapped[uuid.UUID] = mapped_column(
-        UUID(as_uuid=True), 
+        GUID(),
         ForeignKey("users.id"), 
         nullable=False
     )
     assigned_to: Mapped[Optional[uuid.UUID]] = mapped_column(
-        UUID(as_uuid=True), 
+        GUID(),
         ForeignKey("users.id"), 
         nullable=True
     )
     
     # ✅ CORREGIDO: Renombrado de system_id a affected_system_id
     affected_system_id: Mapped[Optional[uuid.UUID]] = mapped_column(
-        UUID(as_uuid=True), 
+        GUID(),
         ForeignKey("affected_systems.id"),  # ✅ Tabla correcta
         nullable=True
     )
     
     # ✅ CORREGIDO: Foreign key a tabla correcta
     category_id: Mapped[Optional[uuid.UUID]] = mapped_column(
-        UUID(as_uuid=True), 
+        GUID(),
         ForeignKey("ticket_categories.id"),  # ✅ Tabla correcta
         nullable=True
     )
@@ -138,5 +157,43 @@ class Ticket(Base):
         CheckConstraint('rating >= 1 AND rating <= 5', name='check_rating_range'),
     )
 
+    participants: Mapped[list["TicketParticipant"]] = relationship(
+        "TicketParticipant",
+        back_populates="ticket",
+        cascade="all, delete-orphan"
+    )
+
+    issues: Mapped[list["TicketIssue"]] = relationship(
+    "TicketIssue",
+    back_populates="ticket",
+    cascade="all, delete-orphan"
+)
+
     def __repr__(self) -> str:
-        return f"<Ticket(id={self.id}, number='{self.ticket_number}', status={self.status})>"
+        return f"<Ticket(id={self.id}, number='{self.ticket_number}', status={self.status})>"
+
+class TicketParticipant(Base):
+    """Participantes asignados a un ticket"""
+    __tablename__ = "ticket_participants"
+
+    ticket_id: Mapped[uuid.UUID] = mapped_column(
+        GUID(),
+        ForeignKey("tickets.id", ondelete="CASCADE"),
+        nullable=False
+    )
+    user_id: Mapped[uuid.UUID] = mapped_column(
+        GUID(),
+        ForeignKey("users.id", ondelete="CASCADE"),
+        nullable=False
+    )
+    role: Mapped[str] = mapped_column(String(50), nullable=False, default="participant")
+
+    ticket: Mapped["Ticket"] = relationship("Ticket", back_populates="participants")
+    user: Mapped["User"] = relationship("User")
+
+    __table_args__ = (
+        UniqueConstraint("ticket_id", "user_id", name="uq_ticket_participant"),
+    )
+
+    def __repr__(self):
+        return f"<TicketParticipant(ticket={self.ticket_id}, user={self.user_id})>"

backend/app/models/user.py

@@ -4,15 +4,15 @@ User Model - ServiceManagerWeb
 Modelo para usuarios del sistema (internos y clientes)
 """
 
-from sqlalchemy import String, Boolean, DateTime, ForeignKey, Text, ARRAY
+from sqlalchemy import String, Boolean, DateTime, ForeignKey, Text, JSON, Enum as SAEnum
 from sqlalchemy.orm import Mapped, mapped_column, relationship
-from sqlalchemy.dialects.postgresql import UUID, ENUM
+from sqlalchemy.dialects.postgresql import ENUM as PG_ENUM, ARRAY as PG_ARRAY
 from typing import Optional, List
 import enum
 import uuid
 from datetime import datetime
 
-from app.core.database import Base
+from app.core.database import Base, GUID
 
 
 class UserRole(str, enum.Enum):
@@ -27,6 +27,24 @@ class UserRole(str, enum.Enum):
     CLIENT_ADMIN = "CLIENT_ADMIN"      # Admin de organización cliente
     CLIENT_USER = "CLIENT_USER"        # Usuario final cliente
 
+    @property
+    def is_global(self) -> bool:
+        """True si el rol tiene alcance global (staff interno cross-tenant)."""
+        return self in (
+            UserRole.ADMIN,
+            UserRole.SUPPORT_MANAGER,
+            UserRole.AGENT,
+            UserRole.AUDITOR,
+        )
+
+    @property
+    def is_client(self) -> bool:
+        """True si el rol está acotado al tenant del usuario."""
+        return self in (
+            UserRole.CLIENT_ADMIN,
+            UserRole.CLIENT_USER,
+        )
+
 
 class User(Base):
     """Modelo de Usuario."""
@@ -35,7 +53,7 @@ class User(Base):
     
     # Relación con tenant
     tenant_id: Mapped[uuid.UUID] = mapped_column(
-        UUID(as_uuid=True),
+        GUID(),
         ForeignKey("tenants.id", ondelete="CASCADE"),
         nullable=False
     )
@@ -48,12 +66,20 @@ class User(Base):
     
     # Autenticación
     password_hash: Mapped[str] = mapped_column(String(255), nullable=False)
-    role: Mapped[UserRole] = mapped_column(ENUM(UserRole, name="user_role_enum"), nullable=False)
+    role: Mapped[UserRole] = mapped_column(
+        SAEnum(UserRole, name="user_role_enum", native_enum=False).with_variant(
+            PG_ENUM(UserRole, name="user_role_enum", create_type=True),
+            "postgresql",
+        ),
+        nullable=False,
+    )
     
     # 2FA (opcional para staff interno)
     totp_secret: Mapped[Optional[str]] = mapped_column(String(32))
     totp_enabled: Mapped[bool] = mapped_column(Boolean, default=False)
-    backup_codes: Mapped[Optional[List[str]]] = mapped_column(ARRAY(String))
+    backup_codes: Mapped[Optional[List[str]]] = mapped_column(
+        JSON().with_variant(PG_ARRAY(String), "postgresql")
+    )
     
     # Estado
     is_active: Mapped[bool] = mapped_column(Boolean, default=True)
@@ -85,11 +111,6 @@ class User(Base):
         cascade="all, delete-orphan"
     )
     
-    # Unique constraint por tenant
-    __table_args__ = (
-        {"postgresql_tablespace": "users"},
-    )
-    
     def __repr__(self) -> str:
         return f"<User(id={self.id}, email='{self.email}', role='{self.role}')>"
     
@@ -110,11 +131,8 @@ class User(Base):
     
     @property
     def is_client(self) -> bool:
-        """Check if user is a client."""
-        return self.role in [
-            UserRole.CLIENT_ADMIN,
-            UserRole.CLIENT_USER
-        ]
+        """Check if user is a client (rol acotado al propio tenant)."""
+        return self.role.is_client
     
     @property
     def can_manage_users(self) -> bool:
@@ -122,7 +140,7 @@ class User(Base):
         return self.role in [
             UserRole.ADMIN,
             UserRole.SUPPORT_MANAGER,
-            UserRole.CLIENT_ADMIN
+            UserRole.CLIENT_ADMIN,
         ]
     
     @property
@@ -131,7 +149,7 @@ class User(Base):
         return self.role in [
             UserRole.ADMIN,
             UserRole.SUPPORT_MANAGER,
-            UserRole.AGENT
+            UserRole.AGENT,
         ]
     
     @property

backend/app/services/ticket_service.py

@@ -0,0 +1,170 @@
+"""
+Ticket Service - ServiceManagerWeb
+
+Lógica de negocio para creación y gestión de tickets.
+Inyectable vía Depends() en los endpoints de FastAPI.
+"""
+
+import uuid
+from datetime import datetime
+
+from fastapi import Depends, HTTPException, status
+from sqlalchemy.ext.asyncio import AsyncSession
+
+from app.core.database import get_db
+from app.models.ticket import Ticket, TicketStatus, TicketPriority
+from app.models.category import Category
+from app.models.system import System
+from app.api.schemas.ticket import TicketCreate
+from app.api.v1.helpers import (
+    generate_next_ticket_number,
+    calculate_sla_deadlines,
+    safe_audit_log,
+)
+
+
+class TicketService:
+    """Servicio de tickets: encapsula lógica de negocio fuera del router."""
+
+    def __init__(self, db: AsyncSession = Depends(get_db)):
+        self.db = db
+
+    async def create_ticket(
+        self,
+        ticket: TicketCreate,
+        tenant_id: uuid.UUID,
+        user_id: uuid.UUID,
+    ) -> dict:
+        """
+        Crea un ticket con validación multi-tenant, cálculo de SLA y auto-asignación.
+
+        Args:
+            ticket:    Datos del ticket a crear.
+            tenant_id: Tenant del usuario autenticado.
+            user_id:   ID del usuario que crea el ticket.
+
+        Returns:
+            dict compatible con TicketResponse.
+
+        Raises:
+            HTTPException 400: UUID inválido, categoría/sistema no encontrado o de otro tenant.
+            HTTPException 500: Fallo persistente tras max_retries.
+        """
+        max_retries = 3
+        last_error = None
+
+        for attempt in range(max_retries):
+            try:
+                ticket_number = await generate_next_ticket_number(self.db, tenant_id)
+                category_uuid = uuid.UUID(ticket.category_id) if ticket.category_id else None
+                system_uuid = uuid.UUID(ticket.affected_system_id) if ticket.affected_system_id else None
+
+                category = None
+                if category_uuid:
+                    category = await self.db.get(Category, category_uuid)
+                    if not category or category.tenant_id != tenant_id:
+                        raise HTTPException(
+                            status_code=status.HTTP_400_BAD_REQUEST,
+                            detail=f"La categoría con ID {ticket.category_id} no existe.",
+                        )
+
+                if system_uuid:
+                    system = await self.db.get(System, system_uuid)
+                    if not system or system.tenant_id != tenant_id:
+                        raise HTTPException(
+                            status_code=status.HTTP_400_BAD_REQUEST,
+                            detail=f"El sistema con ID {ticket.affected_system_id} no existe.",
+                        )
+
+                sla_response_due, sla_resolution_due = calculate_sla_deadlines(category)
+                assigned_to_user = category.auto_assign_to if category and category.auto_assign_to else None
+
+                db_ticket = Ticket(
+                    id=uuid.uuid4(),
+                    tenant_id=tenant_id,
+                    ticket_number=ticket_number,
+                    subject=ticket.subject,
+                    description=ticket.description,
+                    category_id=category_uuid,
+                    affected_system_id=system_uuid,
+                    priority=TicketPriority[ticket.priority.upper()],
+                    created_by=user_id,
+                    assigned_to=assigned_to_user,
+                    status=TicketStatus.NEW,
+                    sla_response_due=sla_response_due,
+                    sla_resolution_due=sla_resolution_due,
+                    created_at=datetime.utcnow(),
+                    updated_at=datetime.utcnow(),
+                )
+
+                self.db.add(db_ticket)
+                await self.db.commit()
+                await self.db.refresh(db_ticket)
+
+                await safe_audit_log(
+                    db=self.db,
+                    tenant_id=tenant_id,
+                    user_id=user_id,
+                    action="ticket.create",
+                    resource_type="ticket",
+                    resource_id=db_ticket.id,
+                    new_values={
+                        "ticket_number": db_ticket.ticket_number,
+                        "subject": db_ticket.subject,
+                        "priority": db_ticket.priority.value,
+                        "status": db_ticket.status.value,
+                    },
+                )
+
+                return {
+                    "id": str(db_ticket.id),
+                    "ticket_number": db_ticket.ticket_number,
+                    "subject": db_ticket.subject,
+                    "title": db_ticket.subject,
+                    "description": db_ticket.description,
+                    "status": db_ticket.status.value,
+                    "priority": db_ticket.priority.value,
+                    "category_id": str(db_ticket.category_id) if db_ticket.category_id else None,
+                    "affected_system_id": str(db_ticket.affected_system_id) if db_ticket.affected_system_id else None,
+                    "system_id": str(db_ticket.affected_system_id) if db_ticket.affected_system_id else None,
+                    "contact_email": ticket.contact_email,
+                    "contact_phone": ticket.contact_phone,
+                    "created_by": str(db_ticket.created_by),
+                    "assigned_to": str(db_ticket.assigned_to) if db_ticket.assigned_to else None,
+                    "created_at": db_ticket.created_at,
+                    "updated_at": db_ticket.updated_at,
+                    "sla_response_due": db_ticket.sla_response_due,
+                    "sla_resolution_due": db_ticket.sla_resolution_due,
+                    "first_response_at": db_ticket.first_response_at,
+                    "resolved_at": db_ticket.resolved_at,
+                }
+
+            except ValueError as e:
+                await self.db.rollback()
+                raise HTTPException(
+                    status_code=status.HTTP_400_BAD_REQUEST,
+                    detail=f"Invalid UUID format: {str(e)}",
+                )
+            except HTTPException:
+                await self.db.rollback()
+                raise
+            except Exception as e:
+                await self.db.rollback()
+                last_error = e
+                if "duplicate key" in str(e).lower() and "ticket_number" in str(e).lower():
+                    if attempt < max_retries - 1:
+                        continue
+                raise HTTPException(
+                    status_code=status.HTTP_400_BAD_REQUEST,
+                    detail=f"Error creating ticket: {str(e)}",
+                )
+
+        raise HTTPException(
+            status_code=status.HTTP_500_INTERNAL_SERVER_ERROR,
+            detail=f"No se pudo crear el ticket después de {max_retries} intentos: {str(last_error)}",
+        )
+
+
+def get_ticket_service(db: AsyncSession = Depends(get_db)) -> TicketService:
+    """Factory function para inyectar TicketService vía Depends()."""
+    return TicketService(db)

backend/app/services/token_service.py

@@ -6,7 +6,7 @@ Servicio para gesti├│n de refresh tokens persistentes.
 
 from sqlalchemy.ext.asyncio import AsyncSession
 from sqlalchemy import select, delete
-from datetime import datetime, timedelta
+from datetime import datetime, timedelta, timezone
 from typing import Optional
 import uuid
 import structlog
@@ -56,7 +56,7 @@ class TokenService:
             RefreshToken creado
         """
         # Calcular expiraci├│n
-        expires_at = datetime.utcnow() + timedelta(
+        expires_at = datetime.now(timezone.utc) + timedelta(
             days=settings.REFRESH_TOKEN_EXPIRE_DAYS
         )
         
@@ -232,7 +232,7 @@ class TokenService:
             N├║mero de tokens eliminados
         """
         # Eliminar tokens expirados hace más de 7 días
-        cutoff_date = datetime.utcnow() - timedelta(days=7)
+        cutoff_date = datetime.now(timezone.utc) - timedelta(days=7)
         
         query = delete(RefreshToken).where(
             RefreshToken.expires_at < cutoff_date

backend/app/tests/conftest.py

@@ -0,0 +1,373 @@
+"""
+Integration Test Fixtures - ServiceManagerWeb (Docker / PostgreSQL)
+
+backend/app/tests/conftest.py
+
+Usa la BD Docker existente (servicemanager).
+Los fixtures leen datos reales ya seedeados — no crean ni eliminan nada.
+Los tests que inserten datos propios quedan aislados por rollback.
+
+Tenant de referencia : aduanasoft
+Usuarios de referencia:
+    admin@aduanasoft.com       → ADMIN
+    manager@aduanasoft.com     → SUPPORT_MANAGER
+    agente@aduanasoft.com      → AGENT
+    auditor1@test.com          → AUDITOR  (tenant aduanasoft)
+    admin-cliente@empresa-demo → CLIENT_ADMIN
+    test_user@aduanasoft.com   → CLIENT_USER
+"""
+
+import os
+import asyncio
+import pytest
+from typing import AsyncGenerator, Generator
+
+# ============================================================
+# ENV VARS — antes de importar la app
+# ============================================================
+os.environ.setdefault("ENVIRONMENT", "testing")
+os.environ.setdefault("TESTING", "true")
+os.environ.setdefault("DEBUG", "false")
+os.environ.setdefault("SECRET_KEY", "integration-secret-key-32chars!!!!")
+os.environ.setdefault("JWT_SECRET_KEY", "integration-jwt-secret-32chars!!!!")
+os.environ.setdefault(
+    "DATABASE_URL",
+    "postgresql+asyncpg://servicemanager:servicemanager123@localhost:5432/servicemanager",
+)
+os.environ.setdefault("REDIS_URL", "redis://localhost:6379/14")
+os.environ.setdefault("CELERY_BROKER_URL", "redis://localhost:6379/14")
+os.environ.setdefault("CELERY_RESULT_BACKEND", "redis://localhost:6379/14")
+os.environ.setdefault("CORS_ORIGINS", "http://localhost:3000")
+os.environ.setdefault("ALLOWED_FILE_EXTENSIONS", "pdf,jpg,jpeg,png,doc,docx,txt")
+
+
+# ============================================================
+# EVENT LOOP  (session-scoped)
+# ============================================================
+
+@pytest.fixture(scope="session")
+def event_loop() -> Generator:
+    """Event loop compartido para toda la sesión de tests."""
+    policy = asyncio.get_event_loop_policy()
+    loop = policy.new_event_loop()
+    yield loop
+    loop.close()
+
+
+# ============================================================
+# ENGINE  (session-scoped — reutiliza el pool toda la sesión)
+# ============================================================
+
+@pytest.fixture(scope="session")
+async def engine():
+    """
+    Conecta al PostgreSQL Docker existente (servicemanager).
+    NO crea ni destruye el schema — la BD ya está lista.
+    """
+    from sqlalchemy.ext.asyncio import create_async_engine
+    import app.models  # noqa: F401 — registra todos los modelos
+
+    _engine = create_async_engine(os.environ["DATABASE_URL"], echo=False)
+    yield _engine
+    await _engine.dispose()
+
+
+# ============================================================
+# DB  (function-scoped — rollback para datos creados en el test)
+# ============================================================
+
+@pytest.fixture
+async def db(engine) -> AsyncGenerator:
+    """
+    Sesión con transacción por test.
+    Los datos seedeados son visibles (ya están committed).
+    Cualquier INSERT hecho en el test se revierte al finalizar.
+    """
+    from sqlalchemy.ext.asyncio import AsyncSession, async_sessionmaker
+
+    factory = async_sessionmaker(engine, class_=AsyncSession, expire_on_commit=False)
+
+    async with factory() as session:
+        await session.begin()
+        yield session
+        await session.rollback()
+
+
+# ============================================================
+# TENANT  (function-scoped — lee el registro existente)
+# ============================================================
+
+@pytest.fixture
+async def tenant_a(db):
+    """Tenant 'aduanasoft' ya existente en la BD."""
+    from sqlalchemy import select
+    from app.models.tenant import Tenant
+
+    result = await db.execute(select(Tenant).where(Tenant.slug == "aduanasoft"))
+    return result.scalar_one()
+
+
+# ============================================================
+# USUARIOS  (function-scoped — leen registros existentes)
+# ============================================================
+
+@pytest.fixture
+async def admin_user(db, tenant_a):
+    """ADMIN: admin@aduanasoft.com (tenant aduanasoft)."""
+    from sqlalchemy import select
+    from app.models.user import User
+
+    result = await db.execute(
+        select(User)
+        .where(User.email == "admin@aduanasoft.com")
+        .where(User.tenant_id == tenant_a.id)
+    )
+    return result.scalar_one()
+
+
+@pytest.fixture
+async def manager_user(db, tenant_a):
+    """SUPPORT_MANAGER: manager@aduanasoft.com (tenant aduanasoft)."""
+    from sqlalchemy import select
+    from app.models.user import User
+
+    result = await db.execute(
+        select(User)
+        .where(User.email == "manager@aduanasoft.com")
+        .where(User.tenant_id == tenant_a.id)
+    )
+    return result.scalar_one()
+
+
+@pytest.fixture
+async def agent_user(db, tenant_a):
+    """AGENT: agente@aduanasoft.com (tenant aduanasoft)."""
+    from sqlalchemy import select
+    from app.models.user import User
+
+    result = await db.execute(
+        select(User)
+        .where(User.email == "agente@aduanasoft.com")
+        .where(User.tenant_id == tenant_a.id)
+    )
+    return result.scalar_one()
+
+
+@pytest.fixture
+async def user_tenant_a(db, tenant_a):
+    """CLIENT_USER: test_user@aduanasoft.com (tenant aduanasoft)."""
+    from sqlalchemy import select
+    from app.models.user import User
+
+    result = await db.execute(
+        select(User)
+        .where(User.email == "test_user@aduanasoft.com")
+        .where(User.tenant_id == tenant_a.id)
+    )
+    return result.scalar_one()
+
+
+# ============================================================
+# HTTP CLIENT  (function-scoped)
+# ============================================================
+
+@pytest.fixture
+async def client(db) -> AsyncGenerator:
+    """
+    httpx.AsyncClient contra la app FastAPI en memoria (sin red).
+    get_db queda sobreescrito para inyectar la sesión de test.
+    Los cambios del test se revierten al terminar (rollback en db).
+    """
+    import httpx
+    from httpx import ASGITransport
+    from app.main import app
+    from app.core.database import get_db
+
+    async def _override_get_db():
+        yield db
+
+    app.dependency_overrides[get_db] = _override_get_db
+
+    async with httpx.AsyncClient(
+        transport=ASGITransport(app=app),
+        base_url="http://test",
+    ) as ac:
+        yield ac
+
+    app.dependency_overrides.pop(get_db, None)
+
+
+# ============================================================
+# FIXTURES DE AISLAMIENTO MULTI-TENANT
+# ============================================================
+
+@pytest.fixture
+def make_token():
+    """Factory de JWT tokens para autenticar clientes HTTP en tests."""
+    from app.core.security import security
+
+    def _make(user):
+        return security.create_access_token(data={"sub": str(user.id)})
+
+    return _make
+
+
+@pytest.fixture
+async def app_with_db(db):
+    """
+    Override de get_db compartido para todos los HTTP clients de un mismo test.
+    Garantiza que todos los clients usen la misma sesión (y el mismo rollback).
+    """
+    from app.main import app as _app
+    from app.core.database import get_db
+
+    async def _override():
+        yield db
+
+    _app.dependency_overrides[get_db] = _override
+    yield _app
+    _app.dependency_overrides.pop(get_db, None)
+
+
+@pytest.fixture
+async def tenant_b(db):
+    """Tenant 'empresa-test' creado en la transacción del test (se revierte al final)."""
+    from app.models.tenant import Tenant
+
+    t = Tenant(name="Empresa Test", slug="empresa-test")
+    db.add(t)
+    await db.flush()
+    return t
+
+
+@pytest.fixture
+async def user_b(db, tenant_b):
+    """CLIENT_ADMIN en tenant_b — puede gestionar recursos de su tenant."""
+    from app.models.user import User, UserRole
+    from app.core.security import security
+
+    u = User(
+        tenant_id=tenant_b.id,
+        email="admin@empresa-test.com",
+        first_name="Admin",
+        last_name="Test",
+        password_hash=security.hash_password("Test1234!"),
+        role=UserRole.CLIENT_ADMIN,
+        is_active=True,
+        email_verified=True,
+    )
+    db.add(u)
+    await db.flush()
+    return u
+
+
+@pytest.fixture
+async def client_tenant_a(app_with_db, manager_user, make_token):
+    """HTTP client autenticado como SUPPORT_MANAGER de tenant_a (aduanasoft).
+    Usa manager_user en lugar de admin_user para mantener el aislamiento de
+    tenant en GET /users/ (el ADMIN global bypasa el filtro de tenant).
+    """
+    import httpx
+    from httpx import ASGITransport
+
+    token = make_token(manager_user)
+    async with httpx.AsyncClient(
+        transport=ASGITransport(app=app_with_db),
+        base_url="http://test",
+        headers={"Authorization": f"Bearer {token}"},
+    ) as ac:
+        yield ac
+
+
+@pytest.fixture
+async def client_tenant_b(app_with_db, user_b, make_token):
+    """HTTP client autenticado como CLIENT_ADMIN de tenant_b (empresa-test)."""
+    import httpx
+    from httpx import ASGITransport
+
+    token = make_token(user_b)
+    async with httpx.AsyncClient(
+        transport=ASGITransport(app=app_with_db),
+        base_url="http://test",
+        headers={"Authorization": f"Bearer {token}"},
+    ) as ac:
+        yield ac
+
+
+@pytest.fixture
+async def client_admin(app_with_db, admin_user, make_token):
+    """HTTP client autenticado como ADMIN global."""
+    import httpx
+    from httpx import ASGITransport
+
+    token = make_token(admin_user)
+    async with httpx.AsyncClient(
+        transport=ASGITransport(app=app_with_db),
+        base_url="http://test",
+        headers={"Authorization": f"Bearer {token}"},
+    ) as ac:
+        yield ac
+
+
+@pytest.fixture
+def create_ticket_tenant_a(client_tenant_a):
+    """Factory: crea un ticket en tenant_a vía HTTP y retorna el JSON de respuesta."""
+    async def _create(subject="Ticket Tenant A", priority="MEDIUM"):
+        resp = await client_tenant_a.post("/v1/tickets/", json={
+            "subject": subject,
+            "description": "Test de aislamiento tenant A",
+            "priority": priority,
+        })
+        assert resp.status_code in (200, 201), f"Error creando ticket A: {resp.text}"
+        return resp.json()
+
+    return _create
+
+
+@pytest.fixture
+def create_ticket_tenant_b(client_tenant_b):
+    """Factory: crea un ticket en tenant_b vía HTTP y retorna el JSON de respuesta."""
+    async def _create(subject="Ticket Tenant B", priority="MEDIUM"):
+        resp = await client_tenant_b.post("/v1/tickets/", json={
+            "subject": subject,
+            "description": "Test de aislamiento tenant B",
+            "priority": priority,
+        })
+        assert resp.status_code in (200, 201), f"Error creando ticket B: {resp.text}"
+        return resp.json()
+
+    return _create
+
+
+@pytest.fixture
+def create_user_tenant_a(client_tenant_a):
+    """Factory: crea un usuario en tenant_a vía HTTP y retorna el JSON de respuesta."""
+    async def _create(email="nuevo_user_a@test.com"):
+        resp = await client_tenant_a.post("/v1/users/", json={
+            "email": email,
+            "first_name": "Usuario",
+            "last_name": "TenantA",
+            "password": "Test1234!",
+            "role": "CLIENT_USER",
+        })
+        assert resp.status_code in (200, 201), f"Error creando user A: {resp.text}"
+        return resp.json()
+
+    return _create
+
+
+@pytest.fixture
+def create_user_tenant_b(client_tenant_b):
+    """Factory: crea un usuario en tenant_b vía HTTP y retorna el JSON de respuesta."""
+    async def _create(email="nuevo_user_b@test.com"):
+        resp = await client_tenant_b.post("/v1/users/", json={
+            "email": email,
+            "first_name": "Usuario",
+            "last_name": "TenantB",
+            "password": "Test1234!",
+            "role": "CLIENT_USER",
+        })
+        assert resp.status_code in (200, 201), f"Error creando user B: {resp.text}"
+        return resp.json()
+
+    return _create

backend/app/tests/test_smoke.py

@@ -0,0 +1,137 @@
+"""
+Smoke Tests - ServiceManagerWeb
+
+Verifican que el stack completo funciona:
+  - Conexión a BD Docker
+  - Fixtures de tenant y usuarios
+  - Login vía HTTP (httpx + FastAPI en memoria)
+  - Endpoint protegido con token
+"""
+
+import pytest
+
+
+# ============================================================
+# BD + FIXTURES
+# ============================================================
+
+@pytest.mark.asyncio
+async def test_db_connected(db):
+    """La sesión de BD está activa y responde."""
+    from sqlalchemy import text
+    result = await db.execute(text("SELECT 1"))
+    assert result.scalar() == 1
+
+
+@pytest.mark.asyncio
+async def test_tenant_a_existe(tenant_a):
+    """El tenant 'aduanasoft' existe y tiene datos válidos."""
+    assert tenant_a.slug == "aduanasoft"
+    assert tenant_a.name is not None
+
+
+@pytest.mark.asyncio
+async def test_admin_user_existe(admin_user):
+    """El usuario ADMIN existe y pertenece al tenant correcto."""
+    from app.models.user import UserRole
+    assert admin_user.email == "admin@aduanasoft.com"
+    assert admin_user.role == UserRole.ADMIN
+    assert admin_user.is_active is True
+
+
+@pytest.mark.asyncio
+async def test_manager_user_existe(manager_user):
+    """El usuario SUPPORT_MANAGER existe."""
+    from app.models.user import UserRole
+    assert manager_user.email == "manager@aduanasoft.com"
+    assert manager_user.role == UserRole.SUPPORT_MANAGER
+
+
+@pytest.mark.asyncio
+async def test_agent_user_existe(agent_user):
+    """El usuario AGENT existe."""
+    from app.models.user import UserRole
+    assert agent_user.email == "agente@aduanasoft.com"
+    assert agent_user.role == UserRole.AGENT
+
+
+@pytest.mark.asyncio
+async def test_client_user_existe(user_tenant_a):
+    """El CLIENT_USER existe."""
+    from app.models.user import UserRole
+    assert user_tenant_a.email == "test_user@aduanasoft.com"
+    assert user_tenant_a.role == UserRole.CLIENT_USER
+
+
+# ============================================================
+# HTTP — LOGIN
+# ============================================================
+
+@pytest.mark.asyncio
+async def test_login_admin_ok(client):
+    """Login con credenciales de admin devuelve access_token."""
+    response = await client.post(
+        "/v1/auth/login",
+        json={
+            "email": "admin@aduanasoft.com",
+            "password": "admin123",
+            "tenant_slug": "aduanasoft",
+        },
+    )
+    assert response.status_code == 200
+    data = response.json()
+    assert "access_token" in data
+    assert data["token_type"] == "bearer"
+
+
+@pytest.mark.asyncio
+async def test_login_credenciales_invalidas(client):
+    """Login con contraseña incorrecta devuelve 401."""
+    response = await client.post(
+        "/v1/auth/login",
+        json={
+            "email": "admin@aduanasoft.com",
+            "password": "wrongpassword",
+            "tenant_slug": "aduanasoft",
+        },
+    )
+    assert response.status_code == 401
+
+
+@pytest.mark.asyncio
+async def test_endpoint_sin_token_devuelve_401(client):
+    """Acceder a un endpoint protegido sin token devuelve 401."""
+    response = await client.get(
+        "/v1/users/me",
+        headers={"X-Tenant-Slug": "aduanasoft"},
+    )
+    assert response.status_code == 401
+
+
+@pytest.mark.asyncio
+async def test_login_y_me(client):
+    """Login exitoso → /users/me devuelve el usuario correcto."""
+    # Login
+    login = await client.post(
+        "/v1/auth/login",
+        json={
+            "email": "admin@aduanasoft.com",
+            "password": "admin123",
+            "tenant_slug": "aduanasoft",
+        },
+    )
+    assert login.status_code == 200
+    token = login.json()["access_token"]
+
+    # Endpoint protegido
+    me = await client.get(
+        "/v1/users/me",
+        headers={
+            "Authorization": f"Bearer {token}",
+            "X-Tenant-Slug": "aduanasoft",
+        },
+    )
+    assert me.status_code == 200
+    data = me.json()
+    assert data["email"] == "admin@aduanasoft.com"
+    assert data["role"] == "ADMIN"

backend/app/tests/test_tenant_isolation.py

@@ -0,0 +1,123 @@
+"""
+Pruebas de aislamiento multi-tenant para tickets y usuarios.
+Usa solo los fixtures definidos en conftest.py.
+
+Roles en juego:
+  client_tenant_a  → SUPPORT_MANAGER (aduanasoft) — restringido a su tenant
+  client_tenant_b  → CLIENT_ADMIN   (empresa-test) — restringido a su tenant
+  client_admin     → ADMIN global   (aduanasoft)   — acceso a todos los tenants
+"""
+import pytest
+
+
+@pytest.mark.asyncio
+async def test_tenant_a_cannot_see_tenant_b_tickets(
+    client_tenant_a, create_ticket_tenant_b
+):
+    """
+    El usuario del tenant B crea un ticket.
+    El usuario del tenant A (SUPPORT_MANAGER) lista sus tickets.
+    El ticket de tenant B NO debe aparecer en la respuesta.
+    """
+    # El usuario del tenant B crea un ticket
+    ticket_b = await create_ticket_tenant_b()
+    ticket_b_id = ticket_b["id"]
+
+    # El usuario del tenant A lista sus tickets
+    response = await client_tenant_a.get("/v1/tickets/")
+    assert response.status_code == 200
+
+    ids_visibles = {t["id"] for t in response.json()}
+
+    # El ticket de tenant B no debe ser visible para tenant A
+    assert ticket_b_id not in ids_visibles, (
+        f"Fallo de aislamiento: ticket de tenant B ({ticket_b_id}) "
+        f"visible para usuario de tenant A"
+    )
+
+
+@pytest.mark.asyncio
+async def test_tenant_b_cannot_edit_tenant_a_ticket(
+    create_ticket_tenant_a, client_tenant_b
+):
+    """
+    El usuario del tenant A crea un ticket.
+    El usuario del tenant B intenta editar ese ticket vía PATCH.
+    Debe recibir 403 (prohibido) o 404 (no encontrado).
+    """
+    # El usuario del tenant A crea un ticket
+    ticket_a = await create_ticket_tenant_a()
+    ticket_a_id = ticket_a["id"]
+
+    # El usuario del tenant B intenta editar el ticket de tenant A
+    response = await client_tenant_b.patch(
+        f"/v1/tickets/{ticket_a_id}",
+        json={"status": "CLOSED"},
+    )
+
+    # Debe recibir 403 o 404 — nunca 200
+    assert response.status_code in (403, 404), (
+        f"Fallo de aislamiento: tenant B pudo editar ticket de tenant A "
+        f"(HTTP {response.status_code})"
+    )
+
+
+@pytest.mark.asyncio
+async def test_tenant_a_cannot_see_tenant_b_users(
+    client_tenant_a, create_user_tenant_b
+):
+    """
+    El usuario del tenant B crea un usuario nuevo.
+    El usuario del tenant A (SUPPORT_MANAGER) lista los usuarios.
+    El usuario de tenant B NO debe aparecer en la respuesta.
+    """
+    # El usuario del tenant B crea un usuario
+    user_b = await create_user_tenant_b()
+    user_b_id = user_b["id"]
+
+    # El usuario del tenant A lista los usuarios de su tenant
+    response = await client_tenant_a.get("/v1/users/")
+    assert response.status_code == 200
+
+    ids_visibles = {u["id"] for u in response.json()}
+
+    # El usuario de tenant B no debe ser visible para tenant A
+    assert user_b_id not in ids_visibles, (
+        f"Fallo de aislamiento: usuario de tenant B ({user_b_id}) "
+        f"visible para usuario de tenant A"
+    )
+
+
+@pytest.mark.asyncio
+async def test_admin_sees_all_tenant_data(
+    client_admin,
+    create_ticket_tenant_a,
+    create_ticket_tenant_b,
+    create_user_tenant_a,
+    create_user_tenant_b,
+):
+    """
+    El ADMIN global debe poder ver tickets y usuarios de TODOS los tenants.
+    - Tickets: vía /v1/tickets/admin/all (endpoint multi-tenant).
+    - Usuarios: vía /v1/users/ (ADMIN bypasa el filtro de tenant).
+    """
+    # Crear datos en ambos tenants
+    ticket_a = await create_ticket_tenant_a()
+    ticket_b = await create_ticket_tenant_b()
+    user_a = await create_user_tenant_a()
+    user_b = await create_user_tenant_b()
+
+    # El admin lista todos los tickets (endpoint multi-tenant)
+    resp_tickets = await client_admin.get("/v1/tickets/admin/all")
+    assert resp_tickets.status_code == 200
+    ids_tickets = {t["id"] for t in resp_tickets.json()}
+    assert ticket_a["id"] in ids_tickets, "El ADMIN no ve el ticket de tenant A"
+    assert ticket_b["id"] in ids_tickets, "El ADMIN no ve el ticket de tenant B"
+
+    # El admin lista todos los usuarios (ADMIN bypasa filtro de tenant)
+    resp_users = await client_admin.get("/v1/users/")
+    assert resp_users.status_code == 200
+    ids_users = {u["id"] for u in resp_users.json()}
+    assert user_a["id"] in ids_users, "El ADMIN no ve el usuario de tenant A"
+    assert user_b["id"] in ids_users, "El ADMIN no ve el usuario de tenant B"
+

backend/check_schema.py

@@ -0,0 +1,3 @@
+with open("/app/app/api/schemas/category.py", "r") as f:
+    content = f.read()
+print(content)

backend/debug_tenant.py

@@ -0,0 +1,19 @@
+import asyncio
+from app.core.database import AsyncSessionLocal
+from app.models.user import User
+from app.models.tenant import Tenant
+from sqlalchemy import select
+
+async def check():
+    async with AsyncSessionLocal() as db:
+        result = await db.execute(
+            select(User, Tenant).join(Tenant).where(User.email == 'javier@ventas.com')
+        )
+        user, tenant = result.one()
+        print(f"user.tenant_id: {user.tenant_id}")
+        print(f"tenant.id:      {tenant.id}")
+        print(f"tenant.slug:    {tenant.slug}")
+        print(f"user.role:      {user.role}")
+        print(f"role.is_client: {user.role.is_client}")
+
+asyncio.run(check())

backend/fix_categories.py

@@ -0,0 +1,28 @@
+with open("/app/app/api/v1/endpoints/categories.py", "r") as f:
+    content = f.read()
+
+old = '''    # ✅ CORREGIDO: Asignar tenant_id del usuario actual
+    db_category = Category(
+        **category.model_dump(),
+        tenant_id=current_user.tenant_id  # ✅ Multi-tenancy automático
+    )'''
+
+new = '''    # ADMIN global puede especificar tenant_id; otros usan el suyo
+    from app.models.user import UserRole as _R
+    data = category.model_dump()
+    if current_user.role == _R.ADMIN and data.get("tenant_id"):
+        target_tenant_id = data["tenant_id"]
+    else:
+        target_tenant_id = current_user.tenant_id
+        data["tenant_id"] = target_tenant_id
+
+    db_category = Category(**data)'''
+
+if old in content:
+    content = content.replace(old, new)
+    print("OK: fix aplicado")
+else:
+    print("ERROR: bloque no encontrado")
+
+with open("/app/app/api/v1/endpoints/categories.py", "w") as f:
+    f.write(content)

backend/fix_delete.py

@@ -0,0 +1,15 @@
+with open("/app/app/api/v1/endpoints/users.py", "r") as f:
+    content = f.read()
+
+old = '    # Verificar permisos - solo ADMIN puede eliminar\n    if current_user.role != UserRole.ADMIN:\n        raise HTTPException(\n            status_code=status.HTTP_403_FORBIDDEN,\n            detail="Only admins can delete users"\n        )'
+
+new = '    # Verificar permisos - ADMIN global o CLIENT_ADMIN pueden eliminar\n    allowed = [UserRole.ADMIN, UserRole.CLIENT_ADMIN]\n    if current_user.role not in allowed:\n        raise HTTPException(\n            status_code=status.HTTP_403_FORBIDDEN,\n            detail="Only admins can delete users"\n        )'
+
+if old in content:
+    content = content.replace(old, new)
+    print("OK: permisos delete actualizados")
+else:
+    print("ERROR: bloque no encontrado")
+
+with open("/app/app/api/v1/endpoints/users.py", "w") as f:
+    f.write(content)

backend/fix_delete2.py

@@ -0,0 +1,14 @@
+with open("/app/app/api/v1/endpoints/users.py", "r") as f:
+    content = f.read()
+
+old = "    # Soft delete\n    db_user.is_active = False\n    await db.commit()"
+new = "    # Hard delete\n    await db.delete(db_user)\n    await db.commit()"
+
+if old in content:
+    content = content.replace(old, new)
+    print("OK: hard delete aplicado")
+else:
+    print("ERROR: bloque no encontrado")
+
+with open("/app/app/api/v1/endpoints/users.py", "w") as f:
+    f.write(content)

backend/fix_router.py

@@ -0,0 +1,34 @@
+with open("/app/app/api/v1/router.py", "r") as f:
+    content = f.read()
+
+old = "from app.api.v1.endpoints import auth, health, tenants, users, systems, categories, tickets, client_profile, audit, sla, reports"
+new = "from app.api.v1.endpoints import auth, health, tenants, users, systems, categories, tickets, client_profile, audit, sla, reports, participants"
+
+old2 = "# Tickets routes\napi_router.include_router(\n    tickets.router,\n    prefix=\"/tickets\",\n    tags=[\"tickets\"]\n)"
+new2 = """# Tickets routes
+api_router.include_router(
+    tickets.router,
+    prefix="/tickets",
+    tags=["tickets"]
+)
+# Participants routes (nested under tickets)
+api_router.include_router(
+    participants.router,
+    prefix="/tickets",
+    tags=["participants"]
+)"""
+
+if old in content:
+    content = content.replace(old, new)
+    print("OK: import agregado")
+else:
+    print("ERROR: import no encontrado")
+
+if old2 in content:
+    content = content.replace(old2, new2)
+    print("OK: router agregado")
+else:
+    print("ERROR: router no encontrado")
+
+with open("/app/app/api/v1/router.py", "w") as f:
+    f.write(content)

backend/fix_schema.py

@@ -0,0 +1,30 @@
+with open("/app/app/api/schemas/category.py", "r") as f:
+    content = f.read()
+
+old = '''class CategoryCreate(BaseModel):
+    """Schema para crear categoría. No incluye tenant_id (se asigna automáticamente)."""
+    name: str
+    description: Optional[str] = None
+    color: Optional[str] = None
+    sla_response_hours: int = 24
+    sla_resolution_hours: int = 72
+    auto_assign_to: Optional[uuid.UUID] = None'''
+
+new = '''class CategoryCreate(BaseModel):
+    """Schema para crear categoría. tenant_id opcional para ADMIN global."""
+    name: str
+    description: Optional[str] = None
+    color: Optional[str] = None
+    sla_response_hours: int = 24
+    sla_resolution_hours: int = 72
+    auto_assign_to: Optional[uuid.UUID] = None
+    tenant_id: Optional[uuid.UUID] = None'''
+
+if old in content:
+    content = content.replace(old, new)
+    print("OK")
+else:
+    print("ERROR: bloque no encontrado")
+
+with open("/app/app/api/schemas/category.py", "w") as f:
+    f.write(content)

backend/migrations/versions/0aec0a6e294a_add_tenant_permissions.py

@@ -0,0 +1,282 @@
+"""add_tenant_permissions
+
+Revision ID: 0aec0a6e294a
+Revises: b2dcb926e091
+Create Date: 2026-03-17 19:33:30.229993
+
+"""
+from alembic import op
+import sqlalchemy as sa
+from sqlalchemy.dialects import postgresql
+
+# revision identifiers, used by Alembic.
+revision = '0aec0a6e294a'
+down_revision = 'b2dcb926e091'
+branch_labels = None
+depends_on = None
+
+
+def upgrade() -> None:
+    # ### commands auto generated by Alembic - please adjust! ###
+    op.drop_index('idx_email_templates_tenant_id', table_name='email_templates')
+    op.drop_table('email_templates')
+    op.drop_index('idx_ticket_status_history_changed_by', table_name='ticket_status_history')
+    op.drop_index('idx_ticket_status_history_created_at', table_name='ticket_status_history')
+    op.drop_index('idx_ticket_status_history_ticket_id', table_name='ticket_status_history')
+    op.drop_table('ticket_status_history')
+    op.drop_index('idx_notification_logs_created_at', table_name='notification_logs')
+    op.drop_index('idx_notification_logs_recipient', table_name='notification_logs')
+    op.drop_index('idx_notification_logs_status', table_name='notification_logs')
+    op.drop_index('idx_notification_logs_tenant_id', table_name='notification_logs')
+    op.drop_index('idx_notification_logs_ticket_id', table_name='notification_logs')
+    op.drop_table('notification_logs')
+    op.add_column('audit_logs', sa.Column('updated_at', sa.DateTime(timezone=True), server_default=sa.text('now()'), nullable=False))
+    op.alter_column('audit_logs', 'created_at',
+               existing_type=postgresql.TIMESTAMP(timezone=True),
+               nullable=False,
+               existing_server_default=sa.text('now()'))
+    op.drop_index('idx_audit_logs_action', table_name='audit_logs')
+    op.drop_index('idx_audit_logs_correlation_id', table_name='audit_logs')
+    op.drop_index('idx_audit_logs_created_at', table_name='audit_logs')
+    op.drop_index('idx_audit_logs_tenant_id', table_name='audit_logs')
+    op.drop_index('idx_audit_logs_user_id', table_name='audit_logs')
+    op.create_index('idx_audit_logs_tenant_action', 'audit_logs', ['tenant_id', 'action'], unique=False)
+    op.create_index('idx_audit_logs_user_created', 'audit_logs', ['user_id', 'created_at'], unique=False)
+    op.create_index(op.f('ix_audit_logs_action'), 'audit_logs', ['action'], unique=False)
+    op.create_index(op.f('ix_audit_logs_correlation_id'), 'audit_logs', ['correlation_id'], unique=False)
+    op.create_index(op.f('ix_audit_logs_created_at'), 'audit_logs', ['created_at'], unique=False)
+    op.create_index(op.f('ix_audit_logs_resource_type'), 'audit_logs', ['resource_type'], unique=False)
+    op.create_index(op.f('ix_audit_logs_tenant_id'), 'audit_logs', ['tenant_id'], unique=False)
+    op.create_index(op.f('ix_audit_logs_user_id'), 'audit_logs', ['user_id'], unique=False)
+    op.drop_constraint('audit_logs_user_id_fkey', 'audit_logs', type_='foreignkey')
+    op.drop_constraint('audit_logs_tenant_id_fkey', 'audit_logs', type_='foreignkey')
+    op.create_foreign_key(None, 'audit_logs', 'users', ['user_id'], ['id'], ondelete='SET NULL')
+    op.create_foreign_key(None, 'audit_logs', 'tenants', ['tenant_id'], ['id'], ondelete='CASCADE')
+    op.drop_table_comment(
+        'audit_logs',
+        existing_comment='Bit??cora de acciones para auditor??a y compliance',
+        schema=None
+    )
+    op.drop_index('idx_refresh_tokens_expires', table_name='refresh_tokens')
+    op.drop_index('idx_refresh_tokens_user_id', table_name='refresh_tokens')
+    op.create_index('idx_refresh_tokens_user_expires', 'refresh_tokens', ['user_id', 'expires_at'], unique=False)
+    op.create_index(op.f('ix_refresh_tokens_expires_at'), 'refresh_tokens', ['expires_at'], unique=False)
+    op.create_index(op.f('ix_refresh_tokens_user_id'), 'refresh_tokens', ['user_id'], unique=False)
+    op.drop_index('idx_tenants_domain', table_name='tenants')
+    op.drop_index('idx_tenants_slug', table_name='tenants')
+    op.drop_index('idx_tenants_status', table_name='tenants')
+    op.drop_table_comment(
+        'tenants',
+        existing_comment='Organizaciones cliente en el sistema multi-tenant',
+        schema=None
+    )
+    op.drop_index('idx_ticket_attachments_comment_id', table_name='ticket_attachments')
+    op.drop_index('idx_ticket_attachments_ticket_id', table_name='ticket_attachments')
+    op.drop_index('idx_ticket_attachments_uploaded_by', table_name='ticket_attachments')
+    op.drop_table_comment(
+        'ticket_attachments',
+        existing_comment='Archivos adjuntos en tickets',
+        schema=None
+    )
+    op.drop_index('idx_ticket_comments_author_id', table_name='ticket_comments')
+    op.drop_index('idx_ticket_comments_created_at', table_name='ticket_comments')
+    op.drop_index('idx_ticket_comments_ticket_id', table_name='ticket_comments')
+    op.drop_table_comment(
+        'ticket_comments',
+        existing_comment='Comentarios en tickets',
+        schema=None
+    )
+    op.drop_index('idx_tickets_assigned_to', table_name='tickets', postgresql_where='(assigned_to IS NOT NULL)')
+    op.drop_index('idx_tickets_category', table_name='tickets')
+    op.drop_index('idx_tickets_created_at', table_name='tickets')
+    op.drop_index('idx_tickets_created_by', table_name='tickets')
+    op.drop_index('idx_tickets_number', table_name='tickets')
+    op.drop_index('idx_tickets_priority', table_name='tickets')
+    op.drop_index('idx_tickets_sla_resolution', table_name='tickets')
+    op.drop_index('idx_tickets_sla_response', table_name='tickets')
+    op.drop_index('idx_tickets_status', table_name='tickets')
+    op.drop_index('idx_tickets_tenant_id', table_name='tickets')
+    op.drop_index('idx_tickets_tenant_status', table_name='tickets')
+    op.drop_table_comment(
+        'tickets',
+        existing_comment='Tickets de soporte - core del negocio',
+        schema=None
+    )
+    op.drop_index('idx_users_active', table_name='users')
+    op.drop_index('idx_users_email', table_name='users')
+    op.drop_index('idx_users_role', table_name='users')
+    op.drop_index('idx_users_tenant_email', table_name='users')
+    op.drop_index('idx_users_tenant_id', table_name='users')
+    op.drop_table_comment(
+        'users',
+        existing_comment='Usuarios del sistema (internos y clientes)',
+        schema=None
+    )
+    op.drop_column('users', 'backup_codes_temp')
+    op.drop_column('users', 'password_changed_at')
+    op.drop_column('users', 'totp_secret_temp')
+    # ### end Alembic commands ###
+
+
+def downgrade() -> None:
+    # ### commands auto generated by Alembic - please adjust! ###
+    op.add_column('users', sa.Column('totp_secret_temp', sa.VARCHAR(length=32), autoincrement=False, nullable=True))
+    op.add_column('users', sa.Column('password_changed_at', postgresql.TIMESTAMP(timezone=True), autoincrement=False, nullable=True))
+    op.add_column('users', sa.Column('backup_codes_temp', postgresql.ARRAY(sa.VARCHAR()), autoincrement=False, nullable=True))
+    op.create_table_comment(
+        'users',
+        'Usuarios del sistema (internos y clientes)',
+        existing_comment=None,
+        schema=None
+    )
+    op.create_index('idx_users_tenant_id', 'users', ['tenant_id'], unique=False)
+    op.create_index('idx_users_tenant_email', 'users', ['tenant_id', 'email'], unique=False)
+    op.create_index('idx_users_role', 'users', ['role'], unique=False)
+    op.create_index('idx_users_email', 'users', ['email'], unique=False)
+    op.create_index('idx_users_active', 'users', ['is_active'], unique=False)
+    op.create_table_comment(
+        'tickets',
+        'Tickets de soporte - core del negocio',
+        existing_comment=None,
+        schema=None
+    )
+    op.create_index('idx_tickets_tenant_status', 'tickets', ['tenant_id', 'status'], unique=False)
+    op.create_index('idx_tickets_tenant_id', 'tickets', ['tenant_id'], unique=False)
+    op.create_index('idx_tickets_status', 'tickets', ['status'], unique=False)
+    op.create_index('idx_tickets_sla_response', 'tickets', ['sla_response_due'], unique=False)
+    op.create_index('idx_tickets_sla_resolution', 'tickets', ['sla_resolution_due'], unique=False)
+    op.create_index('idx_tickets_priority', 'tickets', ['priority'], unique=False)
+    op.create_index('idx_tickets_number', 'tickets', ['ticket_number'], unique=False)
+    op.create_index('idx_tickets_created_by', 'tickets', ['created_by'], unique=False)
+    op.create_index('idx_tickets_created_at', 'tickets', ['created_at'], unique=False)
+    op.create_index('idx_tickets_category', 'tickets', ['category_id'], unique=False)
+    op.create_index('idx_tickets_assigned_to', 'tickets', ['assigned_to'], unique=False, postgresql_where='(assigned_to IS NOT NULL)')
+    op.create_table_comment(
+        'ticket_comments',
+        'Comentarios en tickets',
+        existing_comment=None,
+        schema=None
+    )
+    op.create_index('idx_ticket_comments_ticket_id', 'ticket_comments', ['ticket_id'], unique=False)
+    op.create_index('idx_ticket_comments_created_at', 'ticket_comments', ['created_at'], unique=False)
+    op.create_index('idx_ticket_comments_author_id', 'ticket_comments', ['author_id'], unique=False)
+    op.create_table_comment(
+        'ticket_attachments',
+        'Archivos adjuntos en tickets',
+        existing_comment=None,
+        schema=None
+    )
+    op.create_index('idx_ticket_attachments_uploaded_by', 'ticket_attachments', ['uploaded_by'], unique=False)
+    op.create_index('idx_ticket_attachments_ticket_id', 'ticket_attachments', ['ticket_id'], unique=False)
+    op.create_index('idx_ticket_attachments_comment_id', 'ticket_attachments', ['comment_id'], unique=False)
+    op.create_table_comment(
+        'tenants',
+        'Organizaciones cliente en el sistema multi-tenant',
+        existing_comment=None,
+        schema=None
+    )
+    op.create_index('idx_tenants_status', 'tenants', ['status'], unique=False)
+    op.create_index('idx_tenants_slug', 'tenants', ['slug'], unique=False)
+    op.create_index('idx_tenants_domain', 'tenants', ['domain'], unique=False)
+    op.drop_index(op.f('ix_refresh_tokens_user_id'), table_name='refresh_tokens')
+    op.drop_index(op.f('ix_refresh_tokens_expires_at'), table_name='refresh_tokens')
+    op.drop_index('idx_refresh_tokens_user_expires', table_name='refresh_tokens')
+    op.create_index('idx_refresh_tokens_user_id', 'refresh_tokens', ['user_id'], unique=False)
+    op.create_index('idx_refresh_tokens_expires', 'refresh_tokens', ['expires_at'], unique=False)
+    op.create_table_comment(
+        'audit_logs',
+        'Bit??cora de acciones para auditor??a y compliance',
+        existing_comment=None,
+        schema=None
+    )
+    op.drop_constraint(None, 'audit_logs', type_='foreignkey')
+    op.drop_constraint(None, 'audit_logs', type_='foreignkey')
+    op.create_foreign_key('audit_logs_tenant_id_fkey', 'audit_logs', 'tenants', ['tenant_id'], ['id'])
+    op.create_foreign_key('audit_logs_user_id_fkey', 'audit_logs', 'users', ['user_id'], ['id'])
+    op.drop_index(op.f('ix_audit_logs_user_id'), table_name='audit_logs')
+    op.drop_index(op.f('ix_audit_logs_tenant_id'), table_name='audit_logs')
+    op.drop_index(op.f('ix_audit_logs_resource_type'), table_name='audit_logs')
+    op.drop_index(op.f('ix_audit_logs_created_at'), table_name='audit_logs')
+    op.drop_index(op.f('ix_audit_logs_correlation_id'), table_name='audit_logs')
+    op.drop_index(op.f('ix_audit_logs_action'), table_name='audit_logs')
+    op.drop_index('idx_audit_logs_user_created', table_name='audit_logs')
+    op.drop_index('idx_audit_logs_tenant_action', table_name='audit_logs')
+    op.create_index('idx_audit_logs_user_id', 'audit_logs', ['user_id'], unique=False)
+    op.create_index('idx_audit_logs_tenant_id', 'audit_logs', ['tenant_id'], unique=False)
+    op.create_index('idx_audit_logs_created_at', 'audit_logs', ['created_at'], unique=False)
+    op.create_index('idx_audit_logs_correlation_id', 'audit_logs', ['correlation_id'], unique=False)
+    op.create_index('idx_audit_logs_action', 'audit_logs', ['action'], unique=False)
+    op.alter_column('audit_logs', 'created_at',
+               existing_type=postgresql.TIMESTAMP(timezone=True),
+               nullable=True,
+               existing_server_default=sa.text('now()'))
+    op.drop_column('audit_logs', 'updated_at')
+    op.create_table('notification_logs',
+    sa.Column('id', sa.UUID(), server_default=sa.text('gen_random_uuid()'), autoincrement=False, nullable=False),
+    sa.Column('tenant_id', sa.UUID(), autoincrement=False, nullable=False),
+    sa.Column('recipient_email', sa.VARCHAR(length=320), autoincrement=False, nullable=False),
+    sa.Column('subject', sa.VARCHAR(length=500), autoincrement=False, nullable=False),
+    sa.Column('template_type', sa.VARCHAR(length=50), autoincrement=False, nullable=True),
+    sa.Column('ticket_id', sa.UUID(), autoincrement=False, nullable=True),
+    sa.Column('user_id', sa.UUID(), autoincrement=False, nullable=True),
+    sa.Column('status', sa.VARCHAR(length=20), server_default=sa.text("'pending'::character varying"), autoincrement=False, nullable=True),
+    sa.Column('error_message', sa.TEXT(), autoincrement=False, nullable=True),
+    sa.Column('provider', sa.VARCHAR(length=50), autoincrement=False, nullable=True),
+    sa.Column('external_id', sa.VARCHAR(length=255), autoincrement=False, nullable=True),
+    sa.Column('sent_at', postgresql.TIMESTAMP(timezone=True), autoincrement=False, nullable=True),
+    sa.Column('created_at', postgresql.TIMESTAMP(timezone=True), server_default=sa.text('now()'), autoincrement=False, nullable=True),
+    sa.CheckConstraint("status::text = ANY (ARRAY['pending'::character varying, 'sent'::character varying, 'failed'::character varying, 'bounced'::character varying]::text[])", name='notification_logs_status_check'),
+    sa.ForeignKeyConstraint(['tenant_id'], ['tenants.id'], name='notification_logs_tenant_id_fkey'),
+    sa.ForeignKeyConstraint(['ticket_id'], ['tickets.id'], name='notification_logs_ticket_id_fkey'),
+    sa.ForeignKeyConstraint(['user_id'], ['users.id'], name='notification_logs_user_id_fkey'),
+    sa.PrimaryKeyConstraint('id', name='notification_logs_pkey')
+    )
+    op.create_index('idx_notification_logs_ticket_id', 'notification_logs', ['ticket_id'], unique=False)
+    op.create_index('idx_notification_logs_tenant_id', 'notification_logs', ['tenant_id'], unique=False)
+    op.create_index('idx_notification_logs_status', 'notification_logs', ['status'], unique=False)
+    op.create_index('idx_notification_logs_recipient', 'notification_logs', ['recipient_email'], unique=False)
+    op.create_index('idx_notification_logs_created_at', 'notification_logs', ['created_at'], unique=False)
+    op.create_table('ticket_status_history',
+    sa.Column('id', sa.UUID(), server_default=sa.text('gen_random_uuid()'), autoincrement=False, nullable=False),
+    sa.Column('ticket_id', sa.UUID(), autoincrement=False, nullable=False),
+    sa.Column('changed_by', sa.UUID(), autoincrement=False, nullable=False),
+    sa.Column('old_status', postgresql.ENUM('NEW', 'TRIAGE', 'IN_PROGRESS', 'WAITING_CUSTOMER', 'RESOLVED', 'CLOSED', 'REOPENED', name='ticket_status_enum'), autoincrement=False, nullable=True),
+    sa.Column('new_status', postgresql.ENUM('NEW', 'TRIAGE', 'IN_PROGRESS', 'WAITING_CUSTOMER', 'RESOLVED', 'CLOSED', 'REOPENED', name='ticket_status_enum'), autoincrement=False, nullable=False),
+    sa.Column('old_assigned_to', sa.UUID(), autoincrement=False, nullable=True),
+    sa.Column('new_assigned_to', sa.UUID(), autoincrement=False, nullable=True),
+    sa.Column('comment', sa.TEXT(), autoincrement=False, nullable=True),
+    sa.Column('created_at', postgresql.TIMESTAMP(timezone=True), server_default=sa.text('now()'), autoincrement=False, nullable=True),
+    sa.ForeignKeyConstraint(['changed_by'], ['users.id'], name='ticket_status_history_changed_by_fkey'),
+    sa.ForeignKeyConstraint(['new_assigned_to'], ['users.id'], name='ticket_status_history_new_assigned_to_fkey'),
+    sa.ForeignKeyConstraint(['old_assigned_to'], ['users.id'], name='ticket_status_history_old_assigned_to_fkey'),
+    sa.ForeignKeyConstraint(['ticket_id'], ['tickets.id'], name='ticket_status_history_ticket_id_fkey', ondelete='CASCADE'),
+    sa.PrimaryKeyConstraint('id', name='ticket_status_history_pkey')
+    )
+    op.create_index('idx_ticket_status_history_ticket_id', 'ticket_status_history', ['ticket_id'], unique=False)
+    op.create_index('idx_ticket_status_history_created_at', 'ticket_status_history', ['created_at'], unique=False)
+    op.create_index('idx_ticket_status_history_changed_by', 'ticket_status_history', ['changed_by'], unique=False)
+    op.create_table('email_templates',
+    sa.Column('tenant_id', sa.UUID(), autoincrement=False, nullable=False),
+    sa.Column('template_key', sa.VARCHAR(length=100), autoincrement=False, nullable=False),
+    sa.Column('name', sa.VARCHAR(length=255), autoincrement=False, nullable=False),
+    sa.Column('description', sa.TEXT(), autoincrement=False, nullable=True),
+    sa.Column('subject_template', sa.TEXT(), autoincrement=False, nullable=False),
+    sa.Column('html_template', sa.TEXT(), autoincrement=False, nullable=False),
+    sa.Column('text_template', sa.TEXT(), autoincrement=False, nullable=True),
+    sa.Column('is_active', sa.BOOLEAN(), autoincrement=False, nullable=False),
+    sa.Column('is_system', sa.BOOLEAN(), autoincrement=False, nullable=False),
+    sa.Column('required_variables', postgresql.JSON(astext_type=sa.Text()), autoincrement=False, nullable=True),
+    sa.Column('default_variables', postgresql.JSON(astext_type=sa.Text()), autoincrement=False, nullable=True),
+    sa.Column('from_name', sa.VARCHAR(length=255), autoincrement=False, nullable=True),
+    sa.Column('from_email', sa.VARCHAR(length=320), autoincrement=False, nullable=True),
+    sa.Column('version', sa.INTEGER(), autoincrement=False, nullable=False),
+    sa.Column('last_used_at', postgresql.TIMESTAMP(timezone=True), autoincrement=False, nullable=True),
+    sa.Column('usage_count', sa.INTEGER(), autoincrement=False, nullable=False),
+    sa.Column('id', sa.UUID(), autoincrement=False, nullable=False),
+    sa.Column('created_at', postgresql.TIMESTAMP(timezone=True), server_default=sa.text('now()'), autoincrement=False, nullable=False),
+    sa.Column('updated_at', postgresql.TIMESTAMP(timezone=True), server_default=sa.text('now()'), autoincrement=False, nullable=False),
+    sa.ForeignKeyConstraint(['tenant_id'], ['tenants.id'], name='email_templates_tenant_id_fkey', ondelete='CASCADE'),
+    sa.PrimaryKeyConstraint('id', name='email_templates_pkey')
+    )
+    op.create_index('idx_email_templates_tenant_id', 'email_templates', ['tenant_id'], unique=False)
+    # ### end Alembic commands ###

backend/migrations/versions/46bccd948688_add_ticket_participants.py

@@ -0,0 +1,28 @@
+"""add_ticket_participants
+
+Revision ID: 46bccd948688
+Revises: d2e3f4a5b6c7
+Create Date: 2026-03-11 17:59:55.409878
+
+"""
+from alembic import op
+import sqlalchemy as sa
+
+
+# revision identifiers, used by Alembic.
+revision = '46bccd948688'
+down_revision = 'd2e3f4a5b6c7'
+branch_labels = None
+depends_on = None
+
+
+def upgrade() -> None:
+    # ### commands auto generated by Alembic - please adjust! ###
+    pass
+    # ### end Alembic commands ###
+
+
+def downgrade() -> None:
+    # ### commands auto generated by Alembic - please adjust! ###
+    pass
+    # ### end Alembic commands ###

backend/migrations/versions/b2dcb926e091_add_ticket_issues.py

@@ -0,0 +1,63 @@
+"""add_ticket_issues
+
+Revision ID: b2dcb926e091
+Revises: 46bccd948688
+Create Date: 2026-03-17 16:25:34.452826
+
+"""
+from alembic import op
+import sqlalchemy as sa
+from sqlalchemy.dialects import postgresql
+
+revision = 'b2dcb926e091'
+down_revision = '46bccd948688'
+branch_labels = None
+depends_on = None
+
+
+def upgrade() -> None:
+    conn = op.get_bind()
+    inspector = sa.inspect(conn)
+    existing_tables = inspector.get_table_names()
+
+    if 'ticket_issues' not in existing_tables:
+        op.create_table(
+            'ticket_issues',
+            sa.Column('id', sa.UUID(), nullable=False),
+            sa.Column('tenant_id', sa.UUID(), nullable=False),
+            sa.Column('ticket_id', sa.UUID(), nullable=False),
+            sa.Column('created_by', sa.UUID(), nullable=False),
+            sa.Column('content', sa.Text(), nullable=False),
+            sa.Column(
+                'priority',
+                postgresql.ENUM('LOW', 'MEDIUM', 'HIGH', 'URGENT',
+                                name='ticket_priority_enum', create_type=False),
+                nullable=False,
+            ),
+            sa.Column('attachment_path', sa.String(500), nullable=True),
+            sa.Column('attachment_filename', sa.String(255), nullable=True),
+            sa.Column('attachment_mime_type', sa.String(100), nullable=True),
+            sa.Column('created_at', postgresql.TIMESTAMP(timezone=True),
+                      server_default=sa.text('now()'), nullable=False),
+            sa.Column('updated_at', postgresql.TIMESTAMP(timezone=True),
+                      server_default=sa.text('now()'), nullable=False),
+            sa.ForeignKeyConstraint(['tenant_id'], ['tenants.id'], ondelete='CASCADE'),
+            sa.ForeignKeyConstraint(['ticket_id'], ['tickets.id'], ondelete='CASCADE'),
+            sa.ForeignKeyConstraint(['created_by'], ['users.id']),
+            sa.PrimaryKeyConstraint('id'),
+        )
+
+    if 'ticket_issue_tagged_users' not in existing_tables:
+        op.create_table(
+            'ticket_issue_tagged_users',
+            sa.Column('issue_id', sa.UUID(), nullable=False),
+            sa.Column('user_id', sa.UUID(), nullable=False),
+            sa.ForeignKeyConstraint(['issue_id'], ['ticket_issues.id'], ondelete='CASCADE'),
+            sa.ForeignKeyConstraint(['user_id'], ['users.id'], ondelete='CASCADE'),
+            sa.PrimaryKeyConstraint('issue_id', 'user_id'),
+        )
+
+
+def downgrade() -> None:
+    op.drop_table('ticket_issue_tagged_users')
+    op.drop_table('ticket_issues')

backend/migrations/versions/b7c8d9e0f1a2_add_ticket_indexes.py

@@ -0,0 +1,43 @@
+"""add_ticket_indexes
+
+Revision ID: b7c8d9e0f1a2
+Revises: fix_client_timestamps
+Create Date: 2026-03-03 00:00:00.000000
+
+Agrega índices a la tabla tickets para optimizar queries frecuentes:
+  - idx_tickets_status            → filtros por estado
+  - idx_tickets_priority          → filtros por prioridad
+  - idx_tickets_assigned_to       → tickets por agente asignado
+  - idx_tickets_tenant_status     → compuesto multi-tenant (tenant_id, status)
+"""
+from alembic import op
+
+# revision identifiers, used by Alembic.
+revision = 'b7c8d9e0f1a2'
+down_revision = 'fix_client_timestamps'
+branch_labels = None
+depends_on = None
+
+
+def upgrade() -> None:
+    op.execute(
+        "CREATE INDEX IF NOT EXISTS idx_tickets_status ON tickets (status)"
+    )
+    op.execute(
+        "CREATE INDEX IF NOT EXISTS idx_tickets_priority ON tickets (priority)"
+    )
+    op.execute(
+        "CREATE INDEX IF NOT EXISTS idx_tickets_assigned_to "
+        "ON tickets (assigned_to) WHERE assigned_to IS NOT NULL"
+    )
+    op.execute(
+        "CREATE INDEX IF NOT EXISTS idx_tickets_tenant_status "
+        "ON tickets (tenant_id, status)"
+    )
+
+
+def downgrade() -> None:
+    op.execute("DROP INDEX IF EXISTS idx_tickets_tenant_status")
+    op.execute("DROP INDEX IF EXISTS idx_tickets_assigned_to")
+    op.execute("DROP INDEX IF EXISTS idx_tickets_priority")
+    op.execute("DROP INDEX IF EXISTS idx_tickets_status")

backend/migrations/versions/c1d2e3f4a5b6_add_client_roles_to_user_role_enum.py

@@ -0,0 +1,35 @@
+"""Add CLIENT_MANAGER, CLIENT_AGENT, CLIENT_AUDITOR to user_role_enum
+
+Revision ID: c1d2e3f4a5b6
+Revises: b7c8d9e0f1a2
+Create Date: 2026-03-03 10:00:00.000000
+
+Agrega tres nuevos roles de cliente al enum PostgreSQL:
+  - CLIENT_MANAGER  → gestiona tickets y usuarios del tenant
+  - CLIENT_AGENT    → atiende tickets del tenant
+  - CLIENT_AUDITOR  → auditoría de solo lectura del tenant
+"""
+from alembic import op
+
+
+# revision identifiers, used by Alembic.
+revision = 'c1d2e3f4a5b6'
+down_revision = 'b7c8d9e0f1a2'
+branch_labels = None
+depends_on = None
+
+
+def upgrade() -> None:
+    # PostgreSQL permite agregar valores a un enum con ADD VALUE.
+    # IF NOT EXISTS evita error si la migración se aplica dos veces.
+    op.execute("ALTER TYPE user_role_enum ADD VALUE IF NOT EXISTS 'CLIENT_MANAGER'")
+    op.execute("ALTER TYPE user_role_enum ADD VALUE IF NOT EXISTS 'CLIENT_AGENT'")
+    op.execute("ALTER TYPE user_role_enum ADD VALUE IF NOT EXISTS 'CLIENT_AUDITOR'")
+
+
+def downgrade() -> None:
+    # PostgreSQL no permite eliminar valores de un enum con ALTER TYPE DROP VALUE.
+    # Para revertir habría que recrear el tipo completo desde cero, lo que requiere
+    # actualizar todas las columnas que lo usan. Se documenta como no reversible
+    # automáticamente — usar con precaución.
+    pass

backend/migrations/versions/d2e3f4a5b6c7_remove_intermediate_client_roles.py

@@ -0,0 +1,92 @@
+"""Remove CLIENT_MANAGER, CLIENT_AGENT, CLIENT_AUDITOR from user_role_enum
+
+Revision ID: d2e3f4a5b6c7
+Revises: c1d2e3f4a5b6
+Create Date: 2026-03-03 14:00:00.000000
+
+Consolida 9 roles → 6 roles migrando datos primero y luego recreando
+el tipo enum de PostgreSQL (única forma de eliminar valores en PG).
+
+Mapeo de datos:
+  CLIENT_MANAGER  → CLIENT_ADMIN   (conserva nivel de gestión)
+  CLIENT_AGENT    → CLIENT_USER    (acceso básico de cliente)
+  CLIENT_AUDITOR  → CLIENT_USER    (acceso básico de cliente)
+
+ADVERTENCIA DOWNGRADE: La migración inversa restaura los valores del
+enum pero NO puede recuperar la distinción original entre CLIENT_AGENT
+y CLIENT_AUDITOR (ambos quedaron como CLIENT_USER). El downgrade es
+seguro a nivel de integridad de datos, pero irreversible en semántica.
+"""
+from alembic import op
+
+
+# revision identifiers, used by Alembic.
+revision = 'd2e3f4a5b6c7'
+down_revision = 'c1d2e3f4a5b6'
+branch_labels = None
+depends_on = None
+
+
+def upgrade() -> None:
+    # ── Paso 1: Migrar datos ANTES de modificar el tipo ────────────────────
+    # CLIENT_MANAGER → CLIENT_ADMIN (conserva acceso de gestión)
+    op.execute("UPDATE users SET role = 'CLIENT_ADMIN' WHERE role = 'CLIENT_MANAGER'")
+    # CLIENT_AGENT   → CLIENT_USER  (acceso básico de cliente)
+    op.execute("UPDATE users SET role = 'CLIENT_USER'  WHERE role = 'CLIENT_AGENT'")
+    # CLIENT_AUDITOR → CLIENT_USER  (acceso básico de cliente)
+    op.execute("UPDATE users SET role = 'CLIENT_USER'  WHERE role = 'CLIENT_AUDITOR'")
+
+    # ── Paso 2: Soltar la restricción de tipo para poder recrear el enum ───
+    # PostgreSQL no permite DROP VALUE en un enum; hay que recrear el tipo.
+    op.execute("ALTER TABLE users ALTER COLUMN role TYPE TEXT")
+
+    # ── Paso 3: Eliminar tipo actual y recrearlo solo con los 6 roles ──────
+    op.execute("DROP TYPE user_role_enum")
+    op.execute("""
+        CREATE TYPE user_role_enum AS ENUM (
+            'ADMIN',
+            'SUPPORT_MANAGER',
+            'AGENT',
+            'AUDITOR',
+            'CLIENT_ADMIN',
+            'CLIENT_USER'
+        )
+    """)
+
+    # ── Paso 4: Restaurar columna al tipo enum ──────────────────────────────
+    op.execute(
+        "ALTER TABLE users ALTER COLUMN role TYPE user_role_enum "
+        "USING role::user_role_enum"
+    )
+
+
+def downgrade() -> None:
+    # ── Paso 1: Soltar la restricción de tipo para recrear el enum ─────────
+    op.execute("ALTER TABLE users ALTER COLUMN role TYPE TEXT")
+
+    # ── Paso 2: Recrear enum con los 9 valores originales ──────────────────
+    op.execute("DROP TYPE user_role_enum")
+    op.execute("""
+        CREATE TYPE user_role_enum AS ENUM (
+            'ADMIN',
+            'SUPPORT_MANAGER',
+            'AGENT',
+            'AUDITOR',
+            'CLIENT_ADMIN',
+            'CLIENT_MANAGER',
+            'CLIENT_AGENT',
+            'CLIENT_AUDITOR',
+            'CLIENT_USER'
+        )
+    """)
+
+    # ── Paso 3: Restaurar columna al tipo enum ──────────────────────────────
+    op.execute(
+        "ALTER TABLE users ALTER COLUMN role TYPE user_role_enum "
+        "USING role::user_role_enum"
+    )
+
+    # ── Nota sobre pérdida de datos ─────────────────────────────────────────
+    # Los usuarios que eran CLIENT_MANAGER ahora son CLIENT_ADMIN.
+    # Los usuarios que eran CLIENT_AGENT o CLIENT_AUDITOR ahora son CLIENT_USER.
+    # No es posible restaurar la distinción original automáticamente.

backend/pytest.ini

@@ -1,4 +1,4 @@
-[tool:pytest]
+[pytest]
 testpaths = tests tests/unit tests/integration
 python_files = test_*.py
 python_functions = test_*

backend/requirements.txt

@@ -31,6 +31,7 @@ pyotp==2.9.0             # TOTP/2FA support
 # ===================================
 celery==5.3.4
 redis==5.0.1
+slowapi==0.1.9          # Rate limiting middleware
 
 # ===================================
 # EMAIL

backend/scripts/reset_passwords.py

@@ -0,0 +1,49 @@
+"""
+Script para resetear contraseñas de todos los usuarios a valores conocidos.
+Ejecutar con: python -m scripts.reset_passwords (desde /app en el contenedor)
+"""
+import asyncio
+from sqlalchemy import select, update
+from app.core.database import AsyncSessionLocal
+from app.core.security import security
+from app.models.user import User
+
+# Mapa email -> nueva contraseña
+PASSWORD_MAP = {
+    "admin@aduanasoft.com":           "admin123",
+    "admin@test.com":                 "admin123",
+    "manager@aduanasoft.com":         "manager123",
+    "agente@aduanasoft.com":          "agente123",
+    "auditor1@test.com":              "auditor123",
+    "admin-cliente@empresa-demo.com": "clienteadmin123",
+    "cliente@empresa-demo.com":       "cliente123",
+    "test_user@aduanasoft.com":       "test123",
+}
+
+async def reset_all_passwords():
+    async with AsyncSessionLocal() as db:
+        result = await db.execute(select(User))
+        users = result.scalars().all()
+
+        updated = 0
+        skipped = 0
+        for user in users:
+            if user.email in PASSWORD_MAP:
+                plain = PASSWORD_MAP[user.email]
+                user.password_hash = security.hash_password(plain)
+                user.email_verified = True
+                user.is_active = True
+                updated += 1
+                print(f"  ✅ {user.email}  →  {plain}")
+            else:
+                skipped += 1
+                print(f"  ⚠️  {user.email}  (sin contraseña definida, se omite)")
+
+        await db.commit()
+        print(f"\nResumen: {updated} actualizados, {skipped} omitidos")
+        print("\n📋 Credenciales listas:")
+        for email, pwd in PASSWORD_MAP.items():
+            print(f"   {email}  /  {pwd}")
+
+if __name__ == "__main__":
+    asyncio.run(reset_all_passwords())

backend/tests/conftest_integration.py

@@ -6,6 +6,7 @@ Fixtures y utilidades para tests de integración con BD real
 
 import pytest
 import asyncio
+import os
 from typing import AsyncGenerator, Generator
 from sqlalchemy.ext.asyncio import AsyncSession, create_async_engine, async_sessionmaker
 from sqlalchemy.pool import NullPool
@@ -21,8 +22,19 @@ from app.models.system import System
 from app.models.category import Category
 
 
-# Database URL para testing (usa la misma BD pero limpia después)
-TEST_DATABASE_URL = "postgresql+asyncpg://servicemanager:servicemanager123@localhost:5432/servicemanager_test"
+# Database URL para testing.
+# - En host/local: usa localhost
+# - En Docker: deriva de DATABASE_URL (normalmente apunta a host 'postgres')
+_DEFAULT_TEST_DATABASE_URL = "postgresql+asyncpg://servicemanager:servicemanager123@localhost:5432/servicemanager_test"
+_ENV_TEST_DATABASE_URL = os.getenv("TEST_DATABASE_URL")
+_ENV_DATABASE_URL = os.getenv("DATABASE_URL")
+
+if _ENV_TEST_DATABASE_URL:
+    TEST_DATABASE_URL = _ENV_TEST_DATABASE_URL
+elif _ENV_DATABASE_URL and "@postgres:" in _ENV_DATABASE_URL:
+    TEST_DATABASE_URL = _ENV_DATABASE_URL.rsplit("/", 1)[0] + "/servicemanager_test"
+else:
+    TEST_DATABASE_URL = _DEFAULT_TEST_DATABASE_URL
 
 
 @pytest.fixture(scope="session")
@@ -99,8 +111,8 @@ async def test_tenant(db_session: AsyncSession) -> Tenant:
         slug="test-company",
         domain="test.company.com",
         status=TenantStatus.ACTIVE,
-        email="admin@test.company.com",
-        phone="+1234567890"
+        contact_email="admin@test.company.com",
+        contact_phone="+1234567890",
     )
     db_session.add(tenant)
     await db_session.commit()
@@ -116,8 +128,8 @@ async def test_tenant_2(db_session: AsyncSession) -> Tenant:
         slug="test-company-2",
         domain="test2.company.com",
         status=TenantStatus.ACTIVE,
-        email="admin@test2.company.com",
-        phone="+9876543210"
+        contact_email="admin@test2.company.com",
+        contact_phone="+9876543210",
     )
     db_session.add(tenant)
     await db_session.commit()

backend/tests/integration/conftest.py

@@ -0,0 +1,289 @@
+"""Integration Test Configuration - ServiceManagerWeb
+
+Fixtures y utilidades para tests de integración con BD real.
+
+Este conftest vive dentro de tests/integration para que sus fixtures (client, db_session,
+test_tenant, tokens, etc.) apliquen solo a los tests de integración y no colisionen con
+los fixtures SQLite del conftest global.
+"""
+
+import os
+import pytest
+from typing import AsyncGenerator
+
+from sqlalchemy.ext.asyncio import AsyncSession, create_async_engine, async_sessionmaker
+from sqlalchemy.pool import NullPool
+from sqlalchemy import text
+from httpx import AsyncClient
+
+from app.main import app
+from app.core.database import Base, get_db
+from app.core.security import SecurityUtils
+from app.models.tenant import Tenant, TenantStatus
+from app.models.user import User, UserRole
+from app.models.system import System
+from app.models.category import Category
+
+
+_DEFAULT_TEST_DATABASE_URL = "postgresql+asyncpg://servicemanager:servicemanager123@localhost:5432/servicemanager_test"
+_ENV_TEST_DATABASE_URL = os.getenv("TEST_DATABASE_URL")
+_ENV_DATABASE_URL = os.getenv("DATABASE_URL")
+
+if _ENV_TEST_DATABASE_URL:
+    TEST_DATABASE_URL = _ENV_TEST_DATABASE_URL
+elif _ENV_DATABASE_URL and "@postgres:" in _ENV_DATABASE_URL:
+    TEST_DATABASE_URL = _ENV_DATABASE_URL.rsplit("/", 1)[0] + "/servicemanager_test"
+else:
+    TEST_DATABASE_URL = _DEFAULT_TEST_DATABASE_URL
+
+
+@pytest.fixture(scope="session")
+async def test_engine():
+    """Create test database engine."""
+    engine = create_async_engine(
+        TEST_DATABASE_URL,
+        echo=False,
+        poolclass=NullPool,
+    )
+
+    async with engine.begin() as conn:
+        await conn.run_sync(Base.metadata.create_all)
+
+    yield engine
+
+    async with engine.begin() as conn:
+        await conn.run_sync(Base.metadata.drop_all)
+
+    await engine.dispose()
+
+
+@pytest.fixture
+async def db_session(test_engine) -> AsyncGenerator[AsyncSession, None]:
+    """Create a fresh database session for each integration test."""
+    async_session = async_sessionmaker(
+        test_engine,
+        class_=AsyncSession,
+        expire_on_commit=False,
+    )
+
+    async with async_session() as session:
+        try:
+            yield session
+        finally:
+            # Rollback any open transaction
+            await session.rollback()
+
+            # Hard reset DB state for next test (tests commit, so rollback alone isn't enough)
+            table_names = [t.name for t in Base.metadata.sorted_tables]
+            if table_names:
+                quoted = ", ".join(f'"{name}"' for name in table_names)
+                await session.execute(text(f"TRUNCATE TABLE {quoted} RESTART IDENTITY CASCADE"))
+                await session.commit()
+
+
+@pytest.fixture
+async def client(db_session: AsyncSession) -> AsyncGenerator[AsyncClient, None]:
+    """Create test client with overridden database dependency."""
+
+    # Disable login rate limiting during integration tests to avoid flakiness
+    # (tests perform many logins quickly from the same IP).
+    import app.api.v1.endpoints.auth as auth_endpoint
+
+    old_rate_limit_enabled = getattr(auth_endpoint.settings, "RATE_LIMIT_ENABLED", None)
+    old_testing = getattr(auth_endpoint.settings, "TESTING", None)
+    auth_endpoint.settings.RATE_LIMIT_ENABLED = False
+    auth_endpoint.settings.TESTING = True
+
+    async def override_get_db():
+        yield db_session
+
+    app.dependency_overrides[get_db] = override_get_db
+
+    async with AsyncClient(app=app, base_url="http://test") as ac:
+        yield ac
+
+    app.dependency_overrides.clear()
+
+    # Restore settings
+    if old_rate_limit_enabled is not None:
+        auth_endpoint.settings.RATE_LIMIT_ENABLED = old_rate_limit_enabled
+    if old_testing is not None:
+        auth_endpoint.settings.TESTING = old_testing
+
+
+# ===================================
+# FIXTURES DE DATOS DE TEST
+# ===================================
+
+
+@pytest.fixture
+async def test_tenant(db_session: AsyncSession) -> Tenant:
+    tenant = Tenant(
+        name="Test Company",
+        slug="test-company",
+        domain="test.company.com",
+        status=TenantStatus.ACTIVE,
+        contact_email="admin@test.company.com",
+        contact_phone="+1234567890",
+    )
+    db_session.add(tenant)
+    await db_session.commit()
+    await db_session.refresh(tenant)
+    return tenant
+
+
+@pytest.fixture
+async def test_tenant_2(db_session: AsyncSession) -> Tenant:
+    tenant = Tenant(
+        name="Test Company 2",
+        slug="test-company-2",
+        domain="test2.company.com",
+        status=TenantStatus.ACTIVE,
+        contact_email="admin@test2.company.com",
+        contact_phone="+9876543210",
+    )
+    db_session.add(tenant)
+    await db_session.commit()
+    await db_session.refresh(tenant)
+    return tenant
+
+
+@pytest.fixture
+async def test_admin_user(db_session: AsyncSession, test_tenant: Tenant) -> User:
+    user = User(
+        tenant_id=test_tenant.id,
+        email="admin@test.com",
+        first_name="Admin",
+        last_name="User",
+        password_hash=SecurityUtils.hash_password("AdminPass123!"),
+        role=UserRole.ADMIN,
+        is_active=True,
+        email_verified=True,
+    )
+    db_session.add(user)
+    await db_session.commit()
+    await db_session.refresh(user)
+    return user
+
+
+@pytest.fixture
+async def test_agent_user(db_session: AsyncSession, test_tenant: Tenant) -> User:
+    user = User(
+        tenant_id=test_tenant.id,
+        email="agent@test.com",
+        first_name="Agent",
+        last_name="User",
+        password_hash=SecurityUtils.hash_password("AgentPass123!"),
+        role=UserRole.AGENT,
+        is_active=True,
+        email_verified=True,
+    )
+    db_session.add(user)
+    await db_session.commit()
+    await db_session.refresh(user)
+    return user
+
+
+@pytest.fixture
+async def test_client_user(db_session: AsyncSession, test_tenant: Tenant) -> User:
+    user = User(
+        tenant_id=test_tenant.id,
+        email="client@test.com",
+        first_name="Client",
+        last_name="User",
+        password_hash=SecurityUtils.hash_password("ClientPass123!"),
+        role=UserRole.CLIENT_USER,
+        is_active=True,
+        email_verified=True,
+    )
+    db_session.add(user)
+    await db_session.commit()
+    await db_session.refresh(user)
+    return user
+
+
+@pytest.fixture
+async def test_system(db_session: AsyncSession, test_tenant: Tenant) -> System:
+    system = System(
+        name="Test System",
+        description="Test system description",
+        tenant_id=test_tenant.id,
+        is_active=True,
+    )
+    db_session.add(system)
+    await db_session.commit()
+    await db_session.refresh(system)
+    return system
+
+
+@pytest.fixture
+async def test_category(db_session: AsyncSession, test_tenant: Tenant) -> Category:
+    category = Category(
+        name="Test Category",
+        description="Test category description",
+        tenant_id=test_tenant.id,
+        is_active=True,
+        sla_response_hours=24,
+        sla_resolution_hours=72,
+    )
+    db_session.add(category)
+    await db_session.commit()
+    await db_session.refresh(category)
+    return category
+
+
+@pytest.fixture
+async def admin_token(client: AsyncClient, test_admin_user: User, test_tenant: Tenant) -> str:
+    response = await client.post(
+        "/v1/auth/login",
+        json={
+            "email": test_admin_user.email,
+            "password": "AdminPass123!",
+            "tenant_slug": test_tenant.slug,
+        },
+    )
+    assert response.status_code == 200
+    return response.json()["access_token"]
+
+
+@pytest.fixture
+async def agent_token(client: AsyncClient, test_agent_user: User, test_tenant: Tenant) -> str:
+    response = await client.post(
+        "/v1/auth/login",
+        json={
+            "email": test_agent_user.email,
+            "password": "AgentPass123!",
+            "tenant_slug": test_tenant.slug,
+        },
+    )
+    assert response.status_code == 200
+    return response.json()["access_token"]
+
+
+@pytest.fixture
+async def client_token(client: AsyncClient, test_client_user: User, test_tenant: Tenant) -> str:
+    response = await client.post(
+        "/v1/auth/login",
+        json={
+            "email": test_client_user.email,
+            "password": "ClientPass123!",
+            "tenant_slug": test_tenant.slug,
+        },
+    )
+    assert response.status_code == 200
+    return response.json()["access_token"]
+
+
+@pytest.fixture
+def auth_headers_admin(admin_token: str) -> dict:
+    return {"Authorization": f"Bearer {admin_token}"}
+
+
+@pytest.fixture
+def auth_headers_agent(agent_token: str) -> dict:
+    return {"Authorization": f"Bearer {agent_token}"}
+
+
+@pytest.fixture
+def auth_headers_client(client_token: str) -> dict:
+    return {"Authorization": f"Bearer {client_token}"}

backend/tests/integration/test_auth_integration.py

@@ -16,9 +16,6 @@ from app.models.user import User, UserRole
 from app.models.tenant import Tenant
 
 # Importar fixtures desde conftest_integration
-pytest_plugins = ['tests.conftest_integration']
-
-
 @pytest.mark.integration
 @pytest.mark.auth
 class TestAuthentication:
@@ -126,6 +123,58 @@ class TestAuthentication:
         
         assert response.status_code == 403
 
+    async def test_login_rate_limited_after_too_many_attempts(
+        self,
+        client: AsyncClient,
+        test_admin_user: User,
+        test_tenant: Tenant,
+        monkeypatch,
+    ):
+        """Debe devolver 429 después de demasiados intentos de login (rate limit)."""
+
+        import app.api.v1.endpoints.auth as auth_endpoint
+
+        class _FakeCache:
+            def __init__(self):
+                self._counts = {}
+                self._expires = {}
+
+            async def incr(self, key: str, amount: int = 1):
+                self._counts[key] = self._counts.get(key, 0) + amount
+                return self._counts[key]
+
+            async def expire(self, key: str, ttl: int):
+                self._expires[key] = ttl
+                return True
+
+            async def delete(self, key: str):
+                self._counts.pop(key, None)
+                return True
+
+        fake_cache = _FakeCache()
+        monkeypatch.setattr(auth_endpoint, "cache", fake_cache)
+        monkeypatch.setattr(auth_endpoint.settings, "RATE_LIMIT_ENABLED", True, raising=False)
+        monkeypatch.setattr(auth_endpoint.settings, "TESTING", False, raising=False)
+        monkeypatch.setattr(auth_endpoint.settings, "LOGIN_RATE_LIMIT_WINDOW_SECONDS", 60, raising=False)
+        monkeypatch.setattr(auth_endpoint.settings, "LOGIN_RATE_LIMIT_IP_MAX_ATTEMPTS", 10_000, raising=False)
+        monkeypatch.setattr(auth_endpoint.settings, "LOGIN_RATE_LIMIT_ID_MAX_ATTEMPTS", 2, raising=False)
+
+        payload = {
+            "email": test_admin_user.email,
+            "password": "WrongPassword123!",
+            "tenant_slug": test_tenant.slug,
+        }
+
+        r1 = await client.post("/v1/auth/login", json=payload)
+        assert r1.status_code == 401
+
+        r2 = await client.post("/v1/auth/login", json=payload)
+        assert r2.status_code == 401
+
+        r3 = await client.post("/v1/auth/login", json=payload)
+        assert r3.status_code == 429
+        assert "Retry-After" in r3.headers
+
 
 @pytest.mark.integration
 @pytest.mark.auth
@@ -305,13 +354,17 @@ class TestUserProfile:
     async def test_get_current_user_profile(
         self, 
         client: AsyncClient,
+        test_tenant: Tenant,
         test_admin_user: User,
         auth_headers_admin: dict
     ):
         """Test obtener perfil del usuario actual."""
         response = await client.get(
             "/v1/users/me",
-            headers=auth_headers_admin
+            headers={
+                **auth_headers_admin,
+                "X-Tenant-ID": str(test_tenant.id),
+            },
         )
         
         assert response.status_code == 200
@@ -348,13 +401,17 @@ class TestPasswordSecurity:
     async def test_password_not_exposed_in_response(
         self, 
         client: AsyncClient,
+        test_tenant: Tenant,
         test_admin_user: User,
         auth_headers_admin: dict
     ):
         """Test que el password hash nunca se expone en las respuestas."""
         response = await client.get(
             "/v1/users/me",
-            headers=auth_headers_admin
+            headers={
+                **auth_headers_admin,
+                "X-Tenant-ID": str(test_tenant.id),
+            },
         )
         
         assert response.status_code == 200

backend/tests/integration/test_multitenant_integration.py

@@ -14,9 +14,6 @@ from app.models.tenant import Tenant
 from app.models.ticket import Ticket, TicketStatus, TicketPriority
 from app.core.security import SecurityUtils
 
-pytest_plugins = ['tests.conftest_integration']
-
-
 @pytest.mark.integration
 @pytest.mark.db
 class TestTenantIsolation:

backend/tests/integration/test_setup_verification.py

@@ -1,78 +1,56 @@
-"""
-Quick Test Verification - ServiceManagerWeb
+"""Quick Test Verification - ServiceManagerWeb
 
-Test rápido para verificar que la configuración de tests funciona correctamente.
+Smoke tests para verificar que el setup de tests de integración funciona correctamente.
 """
 
 import pytest
 from httpx import AsyncClient
 
-pytest_plugins = ['tests.conftest_integration']
-
 
 @pytest.mark.integration
 class TestSetupVerification:
-    """Verificar que el setup de tests funciona."""
-    
     async def test_client_fixture_works(self, client: AsyncClient):
-        """Test que el fixture de client HTTP funciona."""
         assert client is not None
-        assert client.base_url == "http://test"
-    
+        assert str(client.base_url) == "http://test"
+
     async def test_database_connection(self, db_session):
-        """Test que la conexión a BD de testing funciona."""
-        assert db_session is not None
-        
-        # Ejecutar query simple
         from sqlalchemy import text
+
         result = await db_session.execute(text("SELECT 1"))
         assert result.scalar() == 1
-    
+
     async def test_tenant_fixture_creates_tenant(self, test_tenant):
-        """Test que el fixture de tenant funciona."""
-        assert test_tenant is not None
         assert test_tenant.name == "Test Company"
         assert test_tenant.slug == "test-company"
-    
+
     async def test_user_fixtures_work(self, test_admin_user, test_agent_user, test_client_user):
-        """Test que los fixtures de usuarios funcionan."""
         assert test_admin_user.role.value == "ADMIN"
         assert test_agent_user.role.value == "AGENT"
         assert test_client_user.role.value == "CLIENT_USER"
-    
-    async def test_auth_token_generation(self, admin_token):
-        """Test que la generación de tokens funciona."""
-        assert admin_token is not None
+
+    async def test_auth_token_generation(self, admin_token: str):
         assert isinstance(admin_token, str)
         assert len(admin_token) > 20
-    
+
     async def test_health_endpoint(self, client: AsyncClient):
-        """Test que el endpoint de health funciona."""
         response = await client.get("/health")
         assert response.status_code == 200
-        data = response.json()
-        assert data["status"] == "healthy"
+        assert response.json()["status"] == "healthy"
 
 
 @pytest.mark.integration
 class TestBasicEndpoints:
-    """Tests básicos de endpoints para verificar conectividad."""
-    
     async def test_health_endpoint_detailed(self, client: AsyncClient):
-        """Test del endpoint de health detallado."""
         response = await client.get("/v1/health/detailed")
-        assert response.status_code == 200
-    
+        assert response.status_code in (200, 503)
+
     async def test_login_endpoint_exists(self, client: AsyncClient):
-        """Test que el endpoint de login responde."""
-        # Enviar credenciales inválidas para verificar que el endpoint existe
         response = await client.post(
             "/v1/auth/login",
             json={
                 "email": "nonexistent@test.com",
                 "password": "wrong",
-                "tenant_slug": "nonexistent"
-            }
+                "tenant_slug": "nonexistent",
+            },
         )
-        # Debe responder (aunque con error)
-        assert response.status_code in [401, 404, 422]
+        assert response.status_code in (401, 404, 422)

backend/tests/integration/test_tickets_integration.py

@@ -6,6 +6,7 @@ Tests completos del CRUD de tickets y funcionalidad relacionada.
 
 import pytest
 from httpx import AsyncClient
+
 from sqlalchemy.ext.asyncio import AsyncSession
 import uuid
 
@@ -14,8 +15,7 @@ from app.models.tenant import Tenant
 from app.models.ticket import Ticket, TicketStatus, TicketPriority
 from app.models.system import System
 from app.models.category import Category
-
-pytest_plugins = ['tests.conftest_integration']
+from app.core.file_handler import file_handler
 
 
 @pytest.mark.integration
@@ -611,3 +611,66 @@ class TestTicketPermissions:
         
         # Debe ver ambos tickets
         assert len(tickets) >= 2
+
+
+@pytest.mark.integration
+@pytest.mark.db
+class TestTicketAttachmentPermissions:
+    async def test_client_cannot_download_other_users_attachment(
+        self,
+        client: AsyncClient,
+        test_tenant: Tenant,
+        test_category: Category,
+        auth_headers_admin: dict,
+        auth_headers_client: dict,
+    ):
+        # Admin crea ticket
+        create_resp = await client.post(
+            "/v1/tickets/",
+            headers={
+                **auth_headers_admin,
+                "X-Tenant-ID": str(test_tenant.id),
+            },
+            json={
+                "title": "Admin ticket",
+                "description": "Ticket with attachment",
+                "priority": "MEDIUM",
+                "category_id": str(test_category.id),
+            },
+        )
+        assert create_resp.status_code == 201
+        ticket_id = create_resp.json()["id"]
+
+        # Admin sube adjunto (PDF válido por magic bytes)
+        pdf_bytes = b"%PDF-1.4\n%\xe2\xe3\xcf\xd3\n1 0 obj\n<<>>\nendobj\ntrailer\n<<>>\n%%EOF\n"
+        upload_resp = await client.post(
+            f"/v1/tickets/{ticket_id}/attachments",
+            headers={
+                **auth_headers_admin,
+                "X-Tenant-ID": str(test_tenant.id),
+            },
+            files={
+                "file": ("test.pdf", pdf_bytes, "application/pdf"),
+            },
+        )
+        assert upload_resp.status_code == 201
+        attachment_data = upload_resp.json()["data"]
+        attachment_id = attachment_data["id"]
+
+        # Cliente intenta descargar adjunto de ticket ajeno -> 404
+        download_resp = await client.get(
+            f"/v1/tickets/{ticket_id}/attachments/{attachment_id}/download",
+            headers={
+                **auth_headers_client,
+                "X-Tenant-ID": str(test_tenant.id),
+            },
+        )
+        assert download_resp.status_code == 404
+
+        # Limpieza del archivo subido (mejor esfuerzo)
+        try:
+            uploaded_path = file_handler.get_file_path(attachment_data["file_path"])
+            if uploaded_path.exists():
+                uploaded_path.unlink()
+        except Exception:
+            pass

backend/tests/unit/test_file_handler.py

@@ -0,0 +1,80 @@
+"""Unit Tests - FileHandler - ServiceManagerWeb
+
+Tests para app.core.file_handler.FileHandler.
+"""
+
+import io
+import uuid
+import tempfile
+
+import pytest
+from fastapi import UploadFile
+from fastapi import HTTPException
+
+
+@pytest.mark.asyncio
+async def test_save_upload_pdf_valid_streaming():
+    from app.core.file_handler import FileHandler, settings
+
+    with tempfile.TemporaryDirectory() as tmp:
+        settings.UPLOAD_PATH = tmp
+        handler = FileHandler()
+
+        tenant_id = uuid.uuid4()
+        ticket_id = uuid.uuid4()
+
+        content = b"%PDF-1.7\n%\xe2\xe3\xcf\xd3\n1 0 obj\n<<>>\nendobj\n"
+        up = UploadFile(filename="test.pdf", file=io.BytesIO(content))
+
+        meta = await handler.save_upload(up, tenant_id=tenant_id, ticket_id=ticket_id)
+        assert meta["file_size"] == len(content)
+        assert meta["original_filename"] == "test.pdf"
+        assert meta["filename"].endswith(".pdf")
+        assert meta["md5_hash"]
+        assert meta["sha256_hash"]
+
+
+@pytest.mark.asyncio
+async def test_save_upload_pdf_invalid_magic_bytes_rejected():
+    from app.core.file_handler import FileHandler, settings
+
+    with tempfile.TemporaryDirectory() as tmp:
+        settings.UPLOAD_PATH = tmp
+        handler = FileHandler()
+
+        up = UploadFile(filename="bad.pdf", file=io.BytesIO(b"NOTPDF"))
+
+        with pytest.raises(HTTPException) as exc:
+            await handler.save_upload(up, tenant_id=uuid.uuid4(), ticket_id=uuid.uuid4())
+
+        assert exc.value.status_code == 400
+
+
+@pytest.mark.asyncio
+async def test_save_upload_oversize_rejected_and_file_removed():
+    from app.core.file_handler import FileHandler, settings
+
+    with tempfile.TemporaryDirectory() as tmp:
+        settings.UPLOAD_PATH = tmp
+        settings.MAX_UPLOAD_SIZE_MB = 0  # 0MB => max 0 bytes
+        handler = FileHandler()
+
+        up = UploadFile(filename="a.txt", file=io.BytesIO(b"x"))
+
+        with pytest.raises(HTTPException) as exc:
+            await handler.save_upload(up, tenant_id=uuid.uuid4(), ticket_id=uuid.uuid4())
+
+        assert exc.value.status_code == 413
+
+
+def test_get_file_path_prevents_path_traversal():
+    from app.core.file_handler import FileHandler, settings
+
+    with tempfile.TemporaryDirectory() as tmp:
+        settings.UPLOAD_PATH = tmp
+        handler = FileHandler()
+
+        with pytest.raises(HTTPException) as exc:
+            handler.get_file_path("../../etc/passwd")
+
+        assert exc.value.status_code == 403

backend/tests/unit/test_middleware.py

@@ -124,8 +124,8 @@ class TestMiddlewareNoTenantHeaders:
     """Tests para requests sin headers de tenant."""
 
     @pytest.mark.asyncio
-    async def test_missing_tenant_headers_in_dev_continues(self):
-        """En entorno de desarrollo, sin tenant headers continúa con advertencia."""
+    async def test_missing_tenant_headers_returns_400(self):
+        """Sin tenant headers debe retornar 400 (requerido para aislamiento multi-tenant)."""
         from app.middleware.tenant import TenantMiddleware
 
         mock_app = AsyncMock()
@@ -139,18 +139,15 @@ class TestMiddlewareNoTenantHeaders:
 
         call_next = AsyncMock(return_value=MagicMock(status_code=200))
 
-        # En modo testing (que hereda de development), debe continuar
         response = await middleware.dispatch(request, call_next)
 
-        # El request continúa (call_next fue llamado)
-        call_next.assert_called_once()
+        assert response.status_code == 400
+        call_next.assert_not_called()
 
     @pytest.mark.asyncio
-    async def test_missing_tenant_headers_in_production_returns_400(self):
-        """En producción, sin tenant headers retorna 400."""
+    async def test_missing_tenant_headers_does_not_call_next(self):
+        """Sin tenant headers no debe llegar al handler (call_next)."""
         from app.middleware.tenant import TenantMiddleware
-        from app.core.config import get_settings
-        from starlette.responses import JSONResponse
 
         mock_app = AsyncMock()
         middleware = TenantMiddleware(mock_app)
@@ -163,13 +160,10 @@ class TestMiddlewareNoTenantHeaders:
 
         call_next = AsyncMock(return_value=MagicMock(status_code=200))
 
-        with patch.object(get_settings(), "ENVIRONMENT", "production"):
-            response = await middleware.dispatch(request, call_next)
+        response = await middleware.dispatch(request, call_next)
 
-        # En producción sin tenant debe retornar error
-        # (si la response es JSONResponse con status 400, el test pasa)
-        if hasattr(response, "status_code"):
-            assert response.status_code in [400, 200]  # depende del env
+        assert response.status_code == 400
+        call_next.assert_not_called()
 
 
 # ============================================================

db/schema.sql

@@ -415,18 +415,19 @@ INSERT INTO tenants (name, slug, contact_email) VALUES
 ('Aduanasoft Demo', 'aduanasoft-demo', 'demo@aduanasoft.com');
 
 -- Usuario admin por defecto (password: admin123)
--- Hash generado con Argon2: $argon2id$v=19$m=65536,t=3,p=4$...
+-- Hash Argon2id generado con m=65536,t=3,p=4
 INSERT INTO users (tenant_id, email, first_name, last_name, password_hash, role, is_active, email_verified) 
 SELECT 
     id,
     'admin@aduanasoft.com',
     'Admin', 
     'Sistema',
-    '$argon2id$v=19$m=65536,t=3,p=4$example_hash_here',
+    '$argon2id$v=19$m=65536,t=3,p=4$wpjz/t+bM4bQmtM6B6A0pg$ELwnGUL4S1Y6tywp0LS6cre0bvWEoVuJ845spZ9Z9IQ',
     'ADMIN',
     true,
     true
-FROM tenants WHERE slug = 'aduanasoft-demo';
+FROM tenants WHERE slug = 'aduanasoft-demo'
+ON CONFLICT (tenant_id, email) DO NOTHING;
 
 -- Categorías por defecto
 INSERT INTO ticket_categories (tenant_id, name, description, sla_response_hours, sla_resolution_hours)

docker-compose.yml

@@ -1,5 +1,3 @@
-version: '3.8'
-
 services:
   # ===================================
   # POSTGRES DATABASE
@@ -15,9 +13,9 @@ services:
       POSTGRES_INITDB_ARGS: "--encoding=UTF8 --locale=C"
     volumes:
       - postgres_data:/var/lib/postgresql/data
-      - ./db/schema.sql:/docker-entrypoint-initdb.d/01-schema.sql:ro
+      #- ./db/schema.sql:/docker-entrypoint-initdb.d/01-schema.sql:ro
     ports:
-      - "5432:5432"
+      - "5433:5432"
     healthcheck:
       test: ["CMD-SHELL", "pg_isready -U ${POSTGRES_USER:-servicemanager}"]
       interval: 10s
@@ -34,7 +32,7 @@ services:
     container_name: servicemanager-redis
     restart: unless-stopped
     command: redis-server --appendonly yes
-    volumes:
+    volumes:                                                                                                                                                                                                                                                                                                                                                                
       - redis_data:/data
     ports:
       - "6379:6379"
@@ -113,6 +111,7 @@ services:
       - ./backend:/backend:ro
       - uploads_data:/app/uploads
       - logs_data:/app/logs
+    command: celery -A app.celery worker --loglevel=info -Q default,email,sla,maintenance,notifications
     depends_on:
       postgres:
         condition: service_healthy
@@ -165,6 +164,8 @@ services:
       - NODE_ENV=${ENVIRONMENT:-development}
       - PUBLIC_API_URL=http://backend:8000
       - PUBLIC_APP_NAME=ServiceManager Cliente
+      - PORT=3000
+      - HMR_CLIENT_PORT=3000
     volumes:
       - ./frontend-client:/app
       - /app/node_modules
@@ -190,6 +191,8 @@ services:
       - NODE_ENV=${ENVIRONMENT:-development}
       - PUBLIC_API_URL=http://backend:8000
       - PUBLIC_APP_NAME=ServiceManager Admin
+      - PORT=3000
+      - HMR_CLIENT_PORT=3001
     volumes:
       - ./frontend-internal:/app
       - /app/node_modules
@@ -212,7 +215,7 @@ services:
       - ./docker/nginx/default.conf:/etc/nginx/conf.d/default.conf:ro
       - uploads_data:/var/www/uploads:ro
     ports:
-      - "80:80"
+      - "8088:80"
     depends_on:
       - backend
       - frontend-client

docker/Dockerfile.backend

@@ -42,4 +42,4 @@ HEALTHCHECK --interval=30s --timeout=10s --start-period=30s --retries=3 \
 # Comando por defecto
 # Development: usar --reload
 # Production: usar --workers y quitar --reload
-CMD ["uvicorn", "app.main:app", "--host", "0.0.0.0", "--port", "8000", "--workers", "4"]
+CMD ["uvicorn", "app.main:app", "--host", "0.0.0.0", "--port", "8000", "--reload"]

docker/nginx/nginx.conf

@@ -55,6 +55,9 @@ http {
     add_header X-Frame-Options DENY always;
     add_header X-Content-Type-Options nosniff always;
     add_header X-XSS-Protection "1; mode=block" always;
+        add_header Referrer-Policy "strict-origin-when-cross-origin" always;
+        add_header Permissions-Policy "geolocation=(), microphone=(), camera=(), payment=(), usb=()" always;
+        add_header X-Permitted-Cross-Domain-Policies "none" always;
     add_header Strict-Transport-Security "max-age=63072000; includeSubDomains; preload" always;
 
     # Hide server version

frontend-client/fix_usuarios.py

@@ -0,0 +1,11 @@
+with open("/app/src/routes/usuarios/+page.svelte", "r") as f:
+    content = f.read()
+
+content = content.replace(
+    "{#if (user as any).can_manage_users && user.role !== 'CLIENT_ADMIN'}",
+    "{#if user.can_manage_users && user.role !== 'CLIENT_ADMIN'}"
+)
+
+with open("/app/src/routes/usuarios/+page.svelte", "w") as f:
+    f.write(content)
+print("Listo")

frontend-client/src/app.d.ts

@@ -0,0 +1,11 @@
+import type { User } from '$lib/stores/auth';
+
+declare global {
+	namespace App {
+		interface Locals {
+			user: User | null;
+		}
+	}
+}
+
+export {};

frontend-client/src/app.html

@@ -2,7 +2,7 @@
 <html lang="es">
 	<head>
 		<meta charset="utf-8" />
-		<link rel="icon" href="%sveltekit.assets%/favicon.png" />
+		<link rel="icon" href="%sveltekit.assets%/favicon.png" type="image/png" />
 		<meta name="viewport" content="width=device-width, initial-scale=1" />
 		<meta name="theme-color" content="#3b82f6" />
 		

frontend-client/src/hooks.server.ts

@@ -0,0 +1,37 @@
+import type { Handle } from '@sveltejs/kit';
+export const handle: Handle = async ({ event, resolve }) => {
+        // No restaurar sesión en la página de login
+        if (event.url.pathname === '/login') {
+                event.locals.user = null;
+                return resolve(event);
+        }
+
+        const cookieHeader = event.request.headers.get('cookie') ?? '';
+        const cookieMatch = cookieHeader.match(/(?:client_access_token|internal_access_token)=([^;]+)/);
+        const token = cookieMatch?.[1];
+
+        if (token) {
+                try {
+                        const apiUrl = process.env.PUBLIC_API_URL ?? 'http://backend:8000';
+                        const response = await fetch(`${apiUrl}/v1/auth/me`, {
+                                headers: { 
+                                        'Authorization': `Bearer ${token}`,
+                                        'X-App': 'client',
+                                        'X-Tenant-Slug': ''
+                                }
+                        });
+                        if (response.ok) {
+                                event.locals.user = await response.json();
+                        } else {
+                                event.locals.user = null;
+                                event.cookies.delete('client_access_token', { path: '/' });
+                                event.cookies.delete('internal_access_token', { path: '/' });
+                        }
+                } catch {
+                        event.locals.user = null;
+                }
+        } else {
+                event.locals.user = null;
+        }
+        return resolve(event);
+};

frontend-client/src/lib/components/Header.svelte

@@ -18,7 +18,7 @@
 
   function handleLogout() {
     isMenuOpen = false;
-    auth.logout(); // El store maneja la redirección automática
+    auth.logout(); // El store maneja la redirección automática
   }
 </script>
 
@@ -49,6 +49,13 @@
           >
             Mis Tickets
           </a>
+          
+          <a
+            href="/usuarios"
+            class="text-gray-700 hover:text-primary-600 px-3 py-2 text-sm font-medium"
+          >
+            Usuarios
+          </a>
           <a
             href="/tickets/new"
             class="text-gray-700 hover:text-primary-600 px-3 py-2 text-sm font-medium"
@@ -133,6 +140,13 @@
           >
             Mis Tickets
           </a>
+          
+          <a
+            href="/usuarios"
+            class="text-gray-700 hover:text-primary-600 px-3 py-2 text-sm font-medium"
+          >
+            Usuarios
+          </a>
           <a
             href="/tickets/new"
             class="text-gray-700 hover:text-primary-600 px-3 py-2 text-sm font-medium"

frontend-client/src/lib/components/Icon.svelte

@@ -17,7 +17,14 @@
     eye: 'M15 12a3 3 0 11-6 0 3 3 0 016 0z M2.458 12C3.732 7.943 7.523 5 12 5c4.478 0 8.268 2.943 9.542 7-1.274 4.057-5.064 7-9.542 7-4.477 0-8.268-2.943-9.542-7z',
     clock: 'M12 8v4l3 3m6-3a9 9 0 11-18 0 9 9 0 0118 0z',
     check: 'M5 13l4 4L19 7',
-    chevronDown: 'M19 9l-7 7-7-7'
+    chevronDown: 'M19 9l-7 7-7-7',
+    'building-2': 'M19 21V5a2 2 0 00-2-2H7a2 2 0 00-2 2v16m14 0h2m-2 0h-5m-9 0H3m2 0h5M9 7h1m-1 4h1m4-4h1m-1 4h1m-5 10v-5a1 1 0 011-1h2a1 1 0 011 1v5m-4 0h4',
+    'loader-2': 'M12 2v4M12 18v4M4.93 4.93l2.83 2.83M16.24 16.24l2.83 2.83M2 12h4M18 12h4M4.93 19.07l2.83-2.83M16.24 7.76l2.83-2.83',
+    'alert-circle': 'M12 8v4m0 4h.01M21 12a9 9 0 11-18 0 9 9 0 0118 0z',
+    'shield-check': 'M9 12l2 2 4-4m5.618-4.016A11.955 11.955 0 0112 2.944a11.955 11.955 0 01-8.618 3.04A12.02 12.02 0 003 9c0 5.591 3.824 10.29 9 11.622 5.176-1.332 9-6.03 9-11.622 0-1.042-.133-2.052-.382-3.016z',
+    mail: 'M3 8l7.89 5.26a2 2 0 002.22 0L21 8M5 19h14a2 2 0 002-2V7a2 2 0 00-2-2H5a2 2 0 00-2 2v10a2 2 0 002 2z',
+    lock: 'M12 15v2m-6 4h12a2 2 0 002-2v-6a2 2 0 00-2-2H6a2 2 0 00-2 2v6a2 2 0 002 2zm10-10V7a4 4 0 00-8 0v4h8z',
+    'eye-off': 'M13.875 18.825A10.05 10.05 0 0112 19c-4.478 0-8.268-2.943-9.543-7a9.97 9.97 0 011.563-3.029m5.858.908a3 3 0 114.243 4.243M9.878 9.878l4.242 4.242M9.88 9.88l-3.29-3.29m7.532 7.532l3.29 3.29M3 3l3.59 3.59m0 0A9.953 9.953 0 0112 5c4.478 0 8.268 2.943 9.543 7a10.025 10.025 0 01-4.132 5.411m0 0L21 21'
   };
 
   $: path = icons[name] || icons.home;

frontend-client/src/lib/components/IssueModal.svelte

@@ -0,0 +1,146 @@
+<script lang="ts">
+  import { createEventDispatcher } from 'svelte';
+  import { tickets } from '$lib/stores/tickets';
+  import { toast } from '$lib/stores/toast';
+
+  export let ticketId: string;
+
+  const dispatch = createEventDispatcher();
+
+  const PRIORITIES = [
+    { value: 'LOW', label: 'Baja' },
+    { value: 'MEDIUM', label: 'Media' },
+    { value: 'HIGH', label: 'Alta' },
+    { value: 'URGENT', label: 'Urgente' }
+  ];
+
+  let content = '';
+  let priority = 'MEDIUM';
+  let file: File | null = null;
+  let isSubmitting = false;
+
+  function handleFileChange(e: Event) {
+    const input = e.target as HTMLInputElement;
+    file = input.files?.[0] ?? null;
+  }
+
+  async function handleSubmit() {
+    if (!content.trim()) {
+      toast.error('El contenido del asunto es obligatorio');
+      return;
+    }
+    isSubmitting = true;
+    try {
+      await tickets.createIssue(ticketId, {
+        content: content.trim(),
+        priority,
+        tagged_user_ids: [],
+        file
+      });
+      toast.success('Asunto creado correctamente');
+      dispatch('created');
+      dispatch('close');
+    } catch (e: any) {
+      toast.error(e.message || 'Error al crear el asunto');
+    } finally {
+      isSubmitting = false;
+    }
+  }
+
+  function handleClose() {
+    dispatch('close');
+  }
+</script>
+
+<div class="fixed inset-0 z-50 overflow-y-auto">
+  <div class="flex min-h-full items-center justify-center p-4">
+    <div
+      class="fixed inset-0 bg-gray-500 bg-opacity-75"
+      on:click={handleClose}
+      role="button"
+      tabindex="-1"
+      on:keydown={(e) => e.key === 'Escape' && handleClose()}
+    />
+
+    <div class="relative bg-white rounded-lg shadow-xl w-full max-w-lg z-10">
+      <div class="flex items-center justify-between px-6 py-4 border-b border-gray-200">
+        <h3 class="text-lg font-semibold text-gray-900">Crear Asunto</h3>
+        <button type="button" on:click={handleClose} class="text-gray-400 hover:text-gray-500">
+          <svg class="h-5 w-5" fill="none" viewBox="0 0 24 24" stroke="currentColor">
+            <path stroke-linecap="round" stroke-linejoin="round" stroke-width="2"
+              d="M6 18L18 6M6 6l12 12" />
+          </svg>
+        </button>
+      </div>
+
+      <div class="px-6 py-5 space-y-5">
+        <div>
+          <label class="block text-sm font-medium text-gray-700 mb-1">
+            Descripción <span class="text-red-500">*</span>
+          </label>
+          <textarea
+            rows="4"
+            bind:value={content}
+            disabled={isSubmitting}
+            placeholder="Describe el asunto de escalación..."
+            class="form-input w-full"
+          />
+        </div>
+
+        <div>
+          <label class="block text-sm font-medium text-gray-700 mb-1">Prioridad</label>
+          <select bind:value={priority} disabled={isSubmitting} class="form-input w-full">
+            {#each PRIORITIES as p}
+              <option value={p.value}>{p.label}</option>
+            {/each}
+          </select>
+        </div>
+
+        <div>
+          <label class="block text-sm font-medium text-gray-700 mb-1">
+            Adjunto (opcional)
+          </label>
+          <input
+            type="file"
+            on:change={handleFileChange}
+            disabled={isSubmitting}
+            class="block w-full text-sm text-gray-500
+                   file:mr-4 file:py-2 file:px-4 file:rounded-md
+                   file:border-0 file:text-sm file:font-medium
+                   file:bg-blue-50 file:text-blue-700
+                   hover:file:bg-blue-100 disabled:opacity-50"
+          />
+          {#if file}
+            <p class="text-xs text-gray-500 mt-1">{file.name}</p>
+          {/if}
+        </div>
+      </div>
+
+      <div class="flex justify-end gap-3 px-6 py-4 border-t border-gray-200">
+        <button
+          type="button"
+          on:click={handleClose}
+          disabled={isSubmitting}
+          class="btn-secondary px-4 py-2"
+        >
+          Cancelar
+        </button>
+        <button
+          type="button"
+          on:click={handleSubmit}
+          disabled={isSubmitting || !content.trim()}
+          class="btn-primary px-4 py-2 disabled:opacity-50"
+        >
+          {#if isSubmitting}
+            <div class="flex items-center gap-2">
+              <div class="spinner w-4 h-4" />
+              <span>Creando...</span>
+            </div>
+          {:else}
+            Crear Asunto
+          {/if}
+        </button>
+      </div>
+    </div>
+  </div>
+</div>

frontend-client/src/lib/components/ParticipantsModal.svelte

@@ -0,0 +1,242 @@
+<script lang="ts">
+  import { createEventDispatcher, onMount } from 'svelte';
+  import { api } from '$lib/utils/api';
+  import { toast } from '$lib/stores/toast';
+  import { auth } from '$lib/stores/auth';
+
+  export let ticketId: string;
+  export let createdBy: string;
+
+  const dispatch = createEventDispatcher();
+
+  interface Participant {
+    id: string;
+    user_id: string;
+    ticket_id: string;
+    role: string;
+    user_email: string;
+    user_name: string;
+  }
+
+  interface User {
+    id: string;
+    email: string;
+    first_name: string;
+    last_name: string;
+    role: string;
+  }
+
+  let participants: Participant[] = [];
+  let allUsers: User[] = [];
+  let isLoading = true;
+  let isAdding = false;
+  let searchQuery = '';
+  let selectedUserId = '';
+
+  $: isCreator = $auth.user?.id === createdBy;
+  $: isGlobalAdmin = $auth.user?.role === 'ADMIN';
+  $: canManage = isCreator || isGlobalAdmin;
+
+  $: participantIds = new Set(participants.map(p => p.user_id));
+
+  $: filteredUsers = allUsers.filter(u => {
+    if (participantIds.has(u.id)) return false;
+    if (u.id === createdBy) return false;
+    const q = searchQuery.toLowerCase();
+    return !q ||
+      u.email.toLowerCase().includes(q) ||
+      `${u.first_name} ${u.last_name}`.toLowerCase().includes(q);
+  });
+
+  onMount(async () => {
+    await Promise.all([loadParticipants(), loadUsers()]);
+    isLoading = false;
+  });
+
+  async function loadParticipants() {
+    try {
+      participants = await api.get(`/tickets/${ticketId}/participants`);
+    } catch (e: any) {
+      toast.error('Error cargando participantes');
+    }
+  }
+
+  async function loadUsers() {
+    try {
+      allUsers = await api.get('/users/');
+    } catch (e: any) {
+      toast.error('Error cargando usuarios');
+    }
+  }
+
+  async function addParticipant(userId: string) {
+    if (!userId) return;
+    isAdding = true;
+    try {
+      const p = await api.post(`/tickets/${ticketId}/participants`, { user_id: userId });
+      participants = [...participants, p];
+      searchQuery = '';
+      toast.success('Participante agregado');
+    } catch (e: any) {
+      toast.error(e.message || 'Error al agregar participante');
+    } finally {
+      isAdding = false;
+    }
+  }
+
+  async function removeParticipant(userId: string) {
+    try {
+      await api.delete(`/tickets/${ticketId}/participants/${userId}`);
+      participants = participants.filter(p => p.user_id !== userId);
+      toast.success('Participante eliminado');
+    } catch (e: any) {
+      toast.error(e.message || 'Error al eliminar participante');
+    }
+  }
+
+  function avatarInitials(name: string, email: string): string {
+    if (name.trim()) {
+      const parts = name.trim().split(' ');
+      return (parts[0][0] + (parts[1]?.[0] || '')).toUpperCase();
+    }
+    return email[0].toUpperCase();
+  }
+
+  function avatarColor(email: string): string {
+    const colors = ['bg-blue-400', 'bg-violet-400', 'bg-emerald-400', 'bg-rose-400', 'bg-amber-400', 'bg-cyan-400'];
+    let hash = 0;
+    for (const c of email) hash = (hash << 5) - hash + c.charCodeAt(0);
+    return colors[Math.abs(hash) % colors.length];
+  }
+</script>
+
+<!-- Overlay -->
+<div class="fixed inset-0 z-50 flex items-center justify-center p-4">
+  <div class="absolute inset-0 bg-black/40 backdrop-blur-sm" on:click={() => dispatch('close')}></div>
+
+  <div class="relative bg-white rounded-2xl shadow-2xl w-full max-w-lg z-10 overflow-hidden">
+
+    <!-- Header -->
+    <div class="flex items-center justify-between px-6 py-4 border-b border-gray-100">
+      <div>
+        <h2 class="text-lg font-semibold text-gray-900">Participantes del asunto</h2>
+        <p class="text-xs text-gray-400 mt-0.5">{participants.length} persona{participants.length !== 1 ? 's' : ''} involucrada{participants.length !== 1 ? 's' : ''}</p>
+      </div>
+      <button type="button" on:click={() => dispatch('close')}
+        class="p-1.5 rounded-lg hover:bg-gray-100 text-gray-400 transition-colors">
+        <svg class="w-5 h-5" fill="none" stroke="currentColor" viewBox="0 0 24 24">
+          <path stroke-linecap="round" stroke-linejoin="round" stroke-width="2" d="M6 18L18 6M6 6l12 12"/>
+        </svg>
+      </button>
+    </div>
+
+    <div class="p-6 space-y-5 max-h-[70vh] overflow-y-auto">
+
+      <!-- Buscador para agregar -->
+      {#if canManage}
+        <div>
+          <label class="block text-sm font-medium text-gray-700 mb-2">Agregar persona</label>
+          <div class="relative">
+            <svg class="absolute left-3 top-1/2 -translate-y-1/2 w-4 h-4 text-gray-400" fill="none" stroke="currentColor" viewBox="0 0 24 24">
+              <path stroke-linecap="round" stroke-linejoin="round" stroke-width="2" d="M21 21l-6-6m2-5a7 7 0 11-14 0 7 7 0 0114 0z"/>
+            </svg>
+            <input
+              type="text"
+              placeholder="Buscar por nombre o email..."
+              bind:value={searchQuery}
+              class="w-full pl-9 pr-4 py-2 text-sm border border-gray-200 rounded-lg focus:outline-none focus:ring-2 focus:ring-blue-500"
+            />
+          </div>
+
+          <!-- Resultados de búsqueda -->
+          {#if searchQuery && filteredUsers.length > 0}
+            <div class="mt-2 border border-gray-200 rounded-lg overflow-hidden shadow-sm">
+              {#each filteredUsers.slice(0, 6) as user (user.id)}
+                <button
+                  type="button"
+                  on:click={() => addParticipant(user.id)}
+                  disabled={isAdding}
+                  class="w-full flex items-center gap-3 px-4 py-3 hover:bg-blue-50 transition-colors text-left border-b border-gray-100 last:border-0"
+                >
+                  <div class="w-8 h-8 rounded-full {avatarColor(user.email)} flex items-center justify-center text-white text-xs font-bold flex-shrink-0">
+                    {avatarInitials(`${user.first_name} ${user.last_name}`, user.email)}
+                  </div>
+                  <div class="min-w-0">
+                    <p class="text-sm font-medium text-gray-900 truncate">{user.first_name} {user.last_name}</p>
+                    <p class="text-xs text-gray-400 truncate">{user.email}</p>
+                  </div>
+                  <span class="ml-auto text-xs text-blue-600 font-medium flex-shrink-0">+ Agregar</span>
+                </button>
+              {/each}
+            </div>
+          {:else if searchQuery && filteredUsers.length === 0}
+            <p class="mt-2 text-sm text-gray-400 text-center py-2">No se encontraron usuarios disponibles</p>
+          {/if}
+        </div>
+      {/if}
+
+      <!-- Lista de participantes -->
+      <div>
+        <h3 class="text-sm font-medium text-gray-700 mb-3">
+          {canManage ? 'Participantes actuales' : 'Personas involucradas'}
+        </h3>
+
+        {#if isLoading}
+          <div class="flex justify-center py-6">
+            <div class="animate-spin rounded-full h-6 w-6 border-b-2 border-blue-600"></div>
+          </div>
+
+        {:else if participants.length === 0}
+          <div class="text-center py-8 bg-gray-50 rounded-lg border border-dashed border-gray-200">
+            <svg class="w-10 h-10 mx-auto text-gray-300 mb-2" fill="none" stroke="currentColor" viewBox="0 0 24 24">
+              <path stroke-linecap="round" stroke-linejoin="round" stroke-width="1.5" d="M17 20h5v-2a3 3 0 00-5.356-1.857M17 20H7m10 0v-2c0-.656-.126-1.283-.356-1.857M7 20H2v-2a3 3 0 015.356-1.857M7 20v-2c0-.656.126-1.283.356-1.857m0 0a5.002 5.002 0 019.288 0M15 7a3 3 0 11-6 0 3 3 0 016 0z"/>
+            </svg>
+            <p class="text-sm text-gray-400">Aún no hay participantes</p>
+            {#if canManage}
+              <p class="text-xs text-gray-300 mt-1">Usa el buscador para agregar personas</p>
+            {/if}
+          </div>
+
+        {:else}
+          <div class="space-y-2">
+            {#each participants as p (p.id)}
+              <div class="flex items-center gap-3 p-3 bg-gray-50 rounded-lg group">
+                <div class="w-9 h-9 rounded-full {avatarColor(p.user_email)} flex items-center justify-center text-white text-xs font-bold flex-shrink-0">
+                  {avatarInitials(p.user_name, p.user_email)}
+                </div>
+                <div class="min-w-0 flex-1">
+                  <p class="text-sm font-medium text-gray-900 truncate">{p.user_name || p.user_email}</p>
+                  <p class="text-xs text-gray-400 truncate">{p.user_email}</p>
+                </div>
+                <span class="text-xs text-gray-400 bg-white px-2 py-0.5 rounded-full border border-gray-200">
+                  Participante
+                </span>
+                {#if canManage}
+                  <button
+                    type="button"
+                    on:click={() => removeParticipant(p.user_id)}
+                    class="p-1 rounded text-gray-300 hover:text-rose-500 hover:bg-rose-50 transition-colors opacity-0 group-hover:opacity-100"
+                    title="Quitar participante"
+                  >
+                    <svg class="w-4 h-4" fill="none" stroke="currentColor" viewBox="0 0 24 24">
+                      <path stroke-linecap="round" stroke-linejoin="round" stroke-width="2" d="M6 18L18 6M6 6l12 12"/>
+                    </svg>
+                  </button>
+                {/if}
+              </div>
+            {/each}
+          </div>
+        {/if}
+      </div>
+    </div>
+
+    <!-- Footer -->
+    <div class="px-6 py-4 bg-gray-50 border-t border-gray-100 flex justify-end">
+      <button type="button" on:click={() => dispatch('close')}
+        class="px-4 py-2 text-sm font-medium text-gray-700 bg-white border border-gray-200 rounded-lg hover:bg-gray-50 transition-colors">
+        Cerrar
+      </button>
+    </div>
+
+  </div>
+</div>

frontend-client/src/lib/components/TicketCard.svelte

@@ -2,22 +2,25 @@
   export let ticket: import('$lib/stores/tickets').Ticket;
   
   // Status mapping
-  const statusConfig = {
+  const statusConfig: Record<string, { label: string; class: string }> = {
     NEW: { label: 'Nuevo', class: 'badge-new' },
     IN_PROGRESS: { label: 'En Progreso', class: 'badge-in-progress' },
     WAITING_CUSTOMER: { label: 'Esperando Cliente', class: 'badge-waiting' },
+    WAITING_FOR_CLIENT: { label: 'Esperando Cliente', class: 'badge-waiting' },
     RESOLVED: { label: 'Resuelto', class: 'badge-resolved' },
     CLOSED: { label: 'Cerrado', class: 'badge-closed' },
     REOPENED: { label: 'Reabierto', class: 'badge-reopened' }
   };
+  const fallbackStatus = { label: 'Desconocido', class: 'badge-new' };
   
   // Priority mapping
-  const priorityConfig = {
+  const priorityConfig: Record<string, { label: string; class: string }> = {
     LOW: { label: 'Baja', class: 'badge-priority-low' },
     MEDIUM: { label: 'Media', class: 'badge-priority-medium' },
     HIGH: { label: 'Alta', class: 'badge-priority-high' },
     URGENT: { label: 'Urgente', class: 'badge-priority-urgent' }
   };
+  const fallbackPriority = { label: 'Normal', class: 'badge-priority-medium' };
   
   // Format date
   function formatDate(dateString: string): string {
@@ -58,11 +61,11 @@
         </a>
       </h3>
       <div class="flex items-center space-x-2 ml-4">
-        <span class={`${statusConfig[ticket.status].class}`}>
-          {statusConfig[ticket.status].label}
+        <span class={(statusConfig[ticket.status] ?? fallbackStatus).class}>
+          {(statusConfig[ticket.status] ?? fallbackStatus).label}
         </span>
-        <span class={`${priorityConfig[ticket.priority].class}`}>
-          {priorityConfig[ticket.priority].label}
+        <span class={(priorityConfig[ticket.priority] ?? fallbackPriority).class}>
+          {(priorityConfig[ticket.priority] ?? fallbackPriority).label}
         </span>
       </div>
     </div>

frontend-client/src/lib/stores/app.ts

@@ -29,14 +29,17 @@ const initialState: AppState = {
 // API helper function
 async function apiCall(endpoint: string, options: RequestInit = {}) {
   const authState = get(auth);
-  
+  const headers: Record<string, string> = {
+    'Content-Type': 'application/json',
+    'X-App': 'client',
+    ...(authState.user?.tenant_id ? { 'X-Tenant-ID': authState.user.tenant_id } : {}),
+    ...(options.headers as Record<string, string> ?? {})
+  };
+  if (authState.token) headers['Authorization'] = `Bearer ${authState.token}`;
   const response = await fetch(`/api/v1${endpoint}`, {
     ...options,
-    headers: {
-      'Content-Type': 'application/json',
-      'Authorization': `Bearer ${authState.token}`,
-      ...options.headers
-    }
+    credentials: 'include',
+    headers
   });
 
   if (!response.ok) {

frontend-client/src/lib/stores/auth.ts

@@ -1,7 +1,6 @@
 import type { Writable } from 'svelte/store';
 import { writable } from 'svelte/store';
 
-// Types
 export interface User {
   id: string;
   email: string;
@@ -35,7 +34,6 @@ export interface LoginResponse {
   user: User;
 }
 
-// Initial state
 const initialState: AuthState = {
   user: null,
   token: null,
@@ -43,98 +41,86 @@ const initialState: AuthState = {
   isLoading: false
 };
 
-// Create auth store
 function createAuthStore() {
   const { subscribe, set, update }: Writable<AuthState> = writable(initialState);
+  let _state = initialState;
+  subscribe(s => { _state = s; });
 
   return {
     subscribe,
 
-    // Initialize auth from localStorage
-    init: () => {
-      if (typeof window !== 'undefined') {
-        const token = localStorage.getItem('auth_token');
-        const user = localStorage.getItem('auth_user');
-
-        if (token && user) {
-          try {
-            const parsedUser = JSON.parse(user);
-            set({
-              user: parsedUser,
-              token,
-              isAuthenticated: true,
-              isLoading: false
-            });
-          } catch (error) {
-            console.error('Error parsing stored auth data:', error);
-            localStorage.removeItem('auth_token');
-            localStorage.removeItem('auth_user');
+    // Verifica sesión activa al cargar la app (cookie HttpOnly)
+    init: async () => {
+      if (typeof window === 'undefined') return;
+      try {
+        const response = await fetch('/api/v1/auth/me', {
+          credentials: 'include',
+          headers: {
+            'X-App': 'client',
+            // Sin X-Tenant-ID aquí — /auth/me lee el tenant del JWT directamente
           }
+        });
+        if (response.ok) {
+          const user = await response.json();
+          // Token es null — la autenticación viaja por cookie HttpOnly
+          // El store solo necesita el user para la UI
+          set({ user, token: null, isAuthenticated: true, isLoading: false });
+        } else {
+          // Cookie expirada o inválida — limpiar estado
+          set(initialState);
         }
+      } catch {
+        set(initialState);
       }
     },
 
-    // Login
     login: async (credentials: LoginRequest): Promise<void> => {
       update(state => ({ ...state, isLoading: true }));
-
       try {
         const response = await fetch('/api/v1/auth/login', {
           method: 'POST',
+          credentials: 'include',
           headers: {
             'Content-Type': 'application/json',
+            'X-Tenant-Slug': credentials.tenant_slug,
           },
           body: JSON.stringify(credentials)
         });
-
         if (!response.ok) {
           const error = await response.json();
           throw new Error(error.detail || 'Login failed');
         }
-
         const data: LoginResponse = await response.json();
-
-        // Store auth data
-        if (typeof window !== 'undefined') {
-          localStorage.setItem('auth_token', data.access_token);
-          localStorage.setItem('auth_user', JSON.stringify(data.user));
-        }
-
-        set({
-          user: data.user,
-          token: data.access_token,
-          isAuthenticated: true,
-          isLoading: false
-        });
+        // Guardamos el token en memoria para requests inmediatos
+        // Si la página se recarga, init() recupera la sesión desde la cookie
+        set({ user: data.user, token: data.access_token, isAuthenticated: true, isLoading: false });
       } catch (error) {
         update(state => ({ ...state, isLoading: false }));
         throw error;
       }
     },
 
-    // Logout
-    logout: () => {
+    logout: async () => {
+      try {
+        const token = _state.token;
+        await fetch('/api/v1/auth/logout', {
+          method: 'POST',
+          credentials: 'include',
+          headers: {
+            'X-App': 'client',
+            ...(token ? { 'Authorization': `Bearer ${token}` } : {})
+          }
+        });
+      } catch {}
+      set(initialState);
       if (typeof window !== 'undefined') {
-        localStorage.removeItem('auth_token');
-        localStorage.removeItem('auth_user');
-        // Immediate redirect after cleanup
         window.location.href = '/login';
       }
-      set(initialState);
     },
 
-    // Update user data
-    updateUser: (user: User) => {
-      update(state => ({ ...state, user }));
-      if (typeof window !== 'undefined') {
-        localStorage.setItem('auth_user', JSON.stringify(user));
-      }
-    },
-
-    // Set loading state
-    setLoading: (isLoading: boolean) => {
-      update(state => ({ ...state, isLoading }));
-    }
+    updateUser: (user: User) => { update(state => ({ ...state, user })); },
+    setUser: (user: User) => { set({ user, token: null, isAuthenticated: true, isLoading: false }); },
+    setLoading: (isLoading: boolean) => { update(state => ({ ...state, isLoading })); }
   };
 }
 

frontend-client/src/lib/stores/auth.ts.bak

@@ -0,0 +1,104 @@
+import type { Writable } from 'svelte/store';
+import { writable } from 'svelte/store';
+export interface User {
+  id: string;
+  email: string;
+  first_name: string;
+  last_name: string;
+  tenant_id: string;
+  role: 'CLIENT_ADMIN' | 'CLIENT_USER';
+  is_active: boolean;
+  is_two_factor_enabled: boolean;
+  created_at: string;
+}
+export interface AuthState {
+  user: User | null;
+  token: string | null;
+  isAuthenticated: boolean;
+  isLoading: boolean;
+}
+export interface LoginRequest {
+  email: string;
+  password: string;
+  tenant_slug: string;
+  totp_code?: string;
+}
+export interface LoginResponse {
+  access_token: string;
+  token_type: string;
+  expires_in: number;
+  user: User;
+}
+const initialState: AuthState = {
+  user: null,
+  token: null,
+  isAuthenticated: false,
+  isLoading: false
+};
+function createAuthStore() {
+  const { subscribe, set, update }: Writable<AuthState> = writable(initialState);
+  let _state = initialState;
+  subscribe(s => { _state = s; });
+  return {
+    subscribe,
+    init: async () => {
+      if (typeof window !== 'undefined') {
+        try {
+          const response = await fetch('/api/v1/auth/me', {
+            credentials: 'include',
+            headers: { 'X-App': 'client', 'X-Tenant-Slug': 'aduanasoft' }
+          });
+          if (response.ok) {
+            const user = await response.json();
+            set({ user, token: null, isAuthenticated: true, isLoading: false });
+          }
+        } catch (error) {}
+      }
+    },
+    login: async (credentials: LoginRequest): Promise<void> => {
+      update(state => ({ ...state, isLoading: true }));
+      try {
+        const response = await fetch('/api/v1/auth/login', {
+          method: 'POST',
+          credentials: 'include',
+          headers: {
+            'Content-Type': 'application/json',
+            'X-Tenant-Slug': credentials.tenant_slug,
+          },
+          body: JSON.stringify(credentials)
+        });
+        if (!response.ok) {
+          const error = await response.json();
+          throw new Error(error.detail || 'Login failed');
+        }
+        const data: LoginResponse = await response.json();
+        set({ user: data.user, token: data.access_token, isAuthenticated: true, isLoading: false });
+      } catch (error) {
+        update(state => ({ ...state, isLoading: false }));
+        throw error;
+      }
+    },
+    logout: async () => {
+      try {
+        const token = _state.token;
+        await fetch('/api/v1/auth/logout', {
+          method: 'POST',
+          credentials: 'include',
+          headers: {
+            'X-App': 'client',
+            'X-Tenant-Slug': 'aduanasoft',
+            ...(token ? { 'Authorization': `Bearer ${token}` } : {})
+          }
+        });
+      } catch {}
+      set(initialState);
+      if (typeof window !== 'undefined') {
+        window.location.href = '/login';
+      }
+    },
+    updateUser: (user: User) => { update(state => ({ ...state, user })); },
+    setUser: (user: User) => { set({ user, token: null, isAuthenticated: true, isLoading: false }); },
+    setLoading: (isLoading: boolean) => { update(state => ({ ...state, isLoading })); }
+  };
+}
+export const auth = createAuthStore();

frontend-client/src/lib/stores/tickets.ts

@@ -2,7 +2,6 @@ import type { Writable } from 'svelte/store';
 import { get, writable } from 'svelte/store';
 import { auth } from './auth';
 
-// Types
 interface FastAPIValidationError {
   loc: (string | number)[];
   msg: string;
@@ -24,6 +23,11 @@ export interface Ticket {
   updated_at: string;
   due_date: string | null;
   resolution: string | null;
+  first_response_at?: string | null;
+  resolved_at?: string | null;
+  sla_response_due?: string | null;
+  sla_resolution_due?: string | null;
+  created_by?: string;
 }
 
 export interface TicketComment {
@@ -50,6 +54,19 @@ export interface TicketAttachment {
   uploaded_at: string;
 }
 
+export interface TicketIssue {
+  id: string;
+  ticket_id: string;
+  content: string;
+  priority: 'LOW' | 'MEDIUM' | 'HIGH' | 'URGENT';
+  created_by: string;
+  created_by_name: string;
+  tagged_users: { id: string; full_name: string; email: string }[];
+  attachment_filename: string | null;
+  created_at: string;
+  updated_at: string;
+}
+
 export interface CreateTicketRequest {
   title: string;
   description: string;
@@ -62,49 +79,53 @@ export interface TicketsState {
   currentTicket: Ticket | null;
   comments: TicketComment[];
   attachments: TicketAttachment[];
+  issues: TicketIssue[];
   isLoading: boolean;
   error: string | null;
 }
 
-// Initial state
 const initialState: TicketsState = {
   tickets: [],
   currentTicket: null,
   comments: [],
   attachments: [],
+  issues: [],
   isLoading: false,
   error: null
 };
 
-// API helper function
 async function apiCall(endpoint: string, options: RequestInit = {}) {
   const authState = get(auth);
+  if (!authState.user) throw new Error('Not authenticated');
 
-  if (!authState.token || !authState.user) {
-    throw new Error('Not authenticated');
-  }
+  // Verificar que el usuario sigue autenticado
+  if (!authState.isAuthenticated) throw new Error('Session expired');
+
+  const headers: Record<string, string> = {
+    'Content-Type': 'application/json',
+    'X-App': 'client',
+    ...(options.headers as Record<string, string>)
+  };
+  // Solo agregar Authorization si el token existe en memoria
+  // Si no está (recarga de página), la cookie HttpOnly lo maneja
+  if (authState.token) headers['Authorization'] = `Bearer ${authState.token}`;
+  if (authState.user.tenant_id) headers['X-Tenant-ID'] = authState.user.tenant_id;
 
   const response = await fetch(`/api/v1${endpoint}`, {
     ...options,
-    headers: {
-      'Content-Type': 'application/json',
-      'Authorization': `Bearer ${authState.token}`,
-      'X-Tenant-ID': authState.user.tenant_id,
-      ...options.headers
-    }
+    credentials: 'include',
+    headers
   });
 
   if (!response.ok) {
     let errorMessage = 'Request failed';
     try {
       const error = await response.json();
-      console.error('❌ API Error Response:', error);
-
-      // Manejar diferentes formatos de error de FastAPI
       if (error.detail) {
         if (Array.isArray(error.detail)) {
-          // Errores de validación de FastAPI
-          errorMessage = error.detail.map((e: FastAPIValidationError) => `${e.loc.join('.')}: ${e.msg}`).join(', ');
+          errorMessage = error.detail
+            .map((e: FastAPIValidationError) => `${e.loc.join('.')}: ${e.msg}`)
+            .join(', ');
         } else if (typeof error.detail === 'string') {
           errorMessage = error.detail;
         } else {
@@ -113,32 +134,29 @@ async function apiCall(endpoint: string, options: RequestInit = {}) {
       } else {
         errorMessage = JSON.stringify(error);
       }
-    } catch (e) {
+    } catch {
       errorMessage = `HTTP ${response.status}: ${response.statusText}`;
     }
-
     throw new Error(errorMessage);
   }
 
   return response.json();
 }
 
-// Create tickets store
 function createTicketsStore() {
-  const { subscribe, set, update }: Writable<TicketsState> = writable(initialState);
+  const { subscribe, update }: Writable<TicketsState> = writable(initialState);
 
   return {
     subscribe,
 
-    // Load user's tickets
     loadTickets: async () => {
-      update((state: TicketsState) => ({ ...state, isLoading: true, error: null }));
-
+      update(state => ({ ...state, isLoading: true, error: null }));
       try {
-        const tickets = await apiCall('/tickets/');
-        update((state: TicketsState) => ({ ...state, tickets, isLoading: false }));
+        const raw = await apiCall('/tickets/');
+        const tickets = raw.map((t: any) => ({ ...t, title: t.subject ?? t.title }));
+        update(state => ({ ...state, tickets, isLoading: false }));
       } catch (error) {
-        update((state: TicketsState) => ({
+        update(state => ({
           ...state,
           isLoading: false,
           error: error instanceof Error ? error.message : 'Failed to load tickets'
@@ -146,76 +164,117 @@ function createTicketsStore() {
       }
     },
 
-    // Load specific ticket with details
     loadTicket: async (ticketId: string) => {
-      update((state: TicketsState) => ({ ...state, isLoading: true, error: null }));
-
+      update(state => ({ ...state, isLoading: true, error: null }));
       try {
-        const [ticket, comments, attachments] = await Promise.all([
+        const [ticketRaw, comments, attachments, issues] = await Promise.all([
           apiCall(`/tickets/${ticketId}`),
           apiCall(`/tickets/${ticketId}/comments`),
-          apiCall(`/tickets/${ticketId}/attachments`)
+          apiCall(`/tickets/${ticketId}/attachments`),
+          apiCall(`/tickets/${ticketId}/issues`)
         ]);
-
-        update((state: TicketsState) => ({
+        const ticket = { ...ticketRaw, title: ticketRaw.subject ?? ticketRaw.title };
+        update(state => ({
           ...state,
           currentTicket: ticket,
           comments,
           attachments,
+          issues,
           isLoading: false
         }));
       } catch (error) {
-        update((state: TicketsState) => ({
+        update(state => ({
           ...state,
           isLoading: false,
           error: error instanceof Error ? error.message : 'Failed to load ticket'
         }));
       }
     },
-    // Reload only comments silently (for polling)
+
     reloadComments: async (ticketId: string) => {
       try {
         const comments = await apiCall(`/tickets/${ticketId}/comments`);
-        update((state: TicketsState) => ({ ...state, comments }));
-      } catch (error) {
-        // Silent fail - no mostrar error en polling
-        console.error('Error reloading comments:', error);
+        update(state => ({ ...state, comments }));
+      } catch {
+        // Silent fail en polling
       }
     },
 
+    createIssue: async (ticketId: string, data: {
+      content: string;
+      priority: string;
+      tagged_user_ids: string[];
+      file?: File | null;
+    }) => {
+      const authState = get(auth);
+      if (!authState.user) throw new Error('Not authenticated');
+      if (!authState.isAuthenticated) throw new Error('Session expired');
+
+      const headers: Record<string, string> = { 'X-App': 'client' };
+      // Solo agregar token si existe — sino la cookie HttpOnly lo maneja
+      if (authState.token) headers['Authorization'] = `Bearer ${authState.token}`;
+      if (authState.user.tenant_id) headers['X-Tenant-ID'] = authState.user.tenant_id;
+
+      let body: FormData | string;
+
+      if (data.file) {
+        const formData = new FormData();
+        formData.append('content', data.content);
+        formData.append('priority', data.priority);
+        data.tagged_user_ids.forEach(id => formData.append('tagged_user_ids', id));
+        formData.append('file', data.file);
+        body = formData;
+        // NO poner Content-Type — el browser lo agrega con boundary automáticamente
+      } else {
+        headers['Content-Type'] = 'application/json';
+        body = JSON.stringify({
+          content: data.content,
+          priority: data.priority,
+          tagged_user_ids: data.tagged_user_ids
+        });
+      }
+
+      const response = await fetch(`/api/v1/tickets/${ticketId}/issues`, {
+        method: 'POST',
+        credentials: 'include',
+        headers,
+        body
+      });
+
+      if (!response.ok) {
+        const error = await response.json().catch(() => ({ detail: 'Error creating issue' }));
+        throw new Error(
+          typeof error.detail === 'string' ? error.detail : JSON.stringify(error.detail)
+        );
+      }
+
+      const newIssue = await response.json();
+      update(state => ({ ...state, issues: [newIssue, ...state.issues] }));
+      return newIssue;
+    },
 
-    // Create new ticket
     createTicket: async (ticket: CreateTicketRequest) => {
-      update((state: TicketsState) => ({ ...state, isLoading: true, error: null }));
-
+      update(state => ({ ...state, isLoading: true, error: null }));
       try {
-        // Mapear campos del frontend al formato del backend
         const ticketData = {
-          subject: ticket.title,           // ← Backend espera "subject" no "title"
+          subject: ticket.title,
           description: ticket.description,
           category_id: ticket.category_id,
           priority: ticket.priority,
-          system_id: null                  // ← Opcional
+          system_id: null
         };
-
-
-        console.log('Sending ticket data:', ticketData);
-
         const newTicket = await apiCall('/tickets/', {
           method: 'POST',
           body: JSON.stringify(ticketData)
         });
-
-        update((state: TicketsState) => ({
+        update(state => ({
           ...state,
           tickets: [newTicket, ...state.tickets],
           isLoading: false
         }));
-
         return newTicket;
       } catch (error) {
-        console.error('Create ticket error:', error);
-        update((state: TicketsState) => ({
+        update(state => ({
           ...state,
           isLoading: false,
           error: error instanceof Error ? error.message : 'Failed to create ticket'
@@ -224,22 +283,18 @@ function createTicketsStore() {
       }
     },
 
-    // Add comment to ticket
     addComment: async (ticketId: string, content: string) => {
       try {
         const comment = await apiCall(`/tickets/${ticketId}/comments`, {
           method: 'POST',
-          body: JSON.stringify({ content })
+          // is_internal siempre false desde el frontend cliente
+          // el backend además lo bloquearía si fuera true (fix de seguridad pendiente)
+          body: JSON.stringify({ content, is_internal: false })
         });
-
-        update((state: TicketsState) => ({
-          ...state,
-          comments: [...state.comments, comment]
-        }));
-
+        update(state => ({ ...state, comments: [...state.comments, comment] }));
         return comment;
       } catch (error) {
-        update((state: TicketsState) => ({
+        update(state => ({
           ...state,
           error: error instanceof Error ? error.message : 'Failed to add comment'
         }));
@@ -247,24 +302,21 @@ function createTicketsStore() {
       }
     },
 
-    // Upload attachment
     uploadAttachment: async (ticketId: string, file: File) => {
       try {
         const formData = new FormData();
         formData.append('file', file);
-
         const authState = get(auth);
+        if (!authState.user) throw new Error('Not authenticated');
 
-        if (!authState.token || !authState.user) {
-          throw new Error('Not authenticated');
-        }
+        const uploadHeaders: Record<string, string> = { 'X-App': 'client' };
+        if (authState.token) uploadHeaders['Authorization'] = `Bearer ${authState.token}`;
+        if (authState.user.tenant_id) uploadHeaders['X-Tenant-ID'] = authState.user.tenant_id;
 
         const response = await fetch(`/api/v1/tickets/${ticketId}/attachments`, {
           method: 'POST',
-          headers: {
-            'Authorization': `Bearer ${authState.token}`,
-            'X-Tenant-ID': authState.user.tenant_id
-          },
+          credentials: 'include',
+          headers: uploadHeaders,
           body: formData
         });
 
@@ -275,15 +327,10 @@ function createTicketsStore() {
 
         const result = await response.json();
         const attachment = result.data || result;
-
-        update((state: TicketsState) => ({
-          ...state,
-          attachments: [...state.attachments, attachment]
-        }));
-
+        update(state => ({ ...state, attachments: [...state.attachments, attachment] }));
         return attachment;
       } catch (error) {
-        update((state: TicketsState) => ({
+        update(state => ({
           ...state,
           error: error instanceof Error ? error.message : 'Failed to upload attachment'
         }));
@@ -291,23 +338,20 @@ function createTicketsStore() {
       }
     },
 
-    // Close ticket (client can close their own tickets)
     closeTicket: async (ticketId: string, resolution?: string) => {
       try {
         const updatedTicket = await apiCall(`/tickets/${ticketId}/close`, {
           method: 'PATCH',
-          body: JSON.stringify({ resolution })
+          body: JSON.stringify({ resolution_notes: resolution })
         });
-
-        update((state: TicketsState) => ({
+        update(state => ({
           ...state,
           currentTicket: state.currentTicket?.id === ticketId ? updatedTicket : state.currentTicket,
-          tickets: state.tickets.map((t: Ticket) => t.id === ticketId ? updatedTicket : t)
+          tickets: state.tickets.map(t => t.id === ticketId ? updatedTicket : t)
         }));
-
         return updatedTicket;
       } catch (error) {
-        update((state: TicketsState) => ({
+        update(state => ({
           ...state,
           error: error instanceof Error ? error.message : 'Failed to close ticket'
         }));
@@ -315,43 +359,36 @@ function createTicketsStore() {
       }
     },
 
-    // Clear error
-    clearError: () => {
-      update((state: TicketsState) => ({ ...state, error: null }));
-    },
+    clearError: () => { update(state => ({ ...state, error: null })); },
 
-    // Clear current ticket
     clearCurrentTicket: () => {
-      update((state: TicketsState) => ({
+      update(state => ({
         ...state,
         currentTicket: null,
         comments: [],
-        attachments: []
+        attachments: [],
+        issues: []
       }));
     },
 
-    // Download attachment
     downloadAttachment: async (ticketId: string, attachmentId: string, filename: string) => {
       const authState = get(auth);
+      if (!authState.user) throw new Error('Not authenticated');
 
-      if (!authState.token || !authState.user) {
-        throw new Error('Not authenticated');
-      }
+      const dlHeaders: Record<string, string> = { 'X-App': 'client' };
+      if (authState.token) dlHeaders['Authorization'] = `Bearer ${authState.token}`;
+      if (authState.user.tenant_id) dlHeaders['X-Tenant-ID'] = authState.user.tenant_id;
 
-      const response = await fetch(`/api/v1/tickets/${ticketId}/attachments/${attachmentId}/download`, {
-        method: 'GET',
-        headers: {
-          'Authorization': `Bearer ${authState.token}`,
-          'X-Tenant-ID': authState.user.tenant_id
-        }
-      });
+      const response = await fetch(
+        `/api/v1/tickets/${ticketId}/attachments/${attachmentId}/download`,
+        { method: 'GET', credentials: 'include', headers: dlHeaders }
+      );
 
       if (!response.ok) {
         const error = await response.json().catch(() => ({ detail: 'Download failed' }));
         throw new Error(error.detail || 'Download failed');
       }
 
-      // Crear blob y descargar
       const blob = await response.blob();
       const url = window.URL.createObjectURL(blob);
       const a = document.createElement('a');

frontend-client/src/lib/utils/api.ts

@@ -0,0 +1,112 @@
+import { auth } from '$lib/stores/auth';
+import { get } from 'svelte/store';
+
+const API_BASE = '/api/v1';
+interface RequestOptions extends RequestInit {
+  params?: Record<string, string>;
+}
+
+async function request<T>(endpoint: string, options: RequestOptions = {}): Promise<T> {
+  const { params, ...init } = options;
+
+  let url = `${API_BASE}${endpoint}`;
+  if (params) {
+    const filteredParams = Object.entries(params)
+      .filter(([, value]) => value !== undefined && value !== null && value !== '')
+      .reduce((acc, [key, value]) => ({ ...acc, [key]: value }), {});
+    if (Object.keys(filteredParams).length > 0) {
+      url += `?${new URLSearchParams(filteredParams).toString()}`;
+    }
+  }
+
+  const authState = get(auth);
+  const headers = new Headers(init.headers);
+
+  if (authState.token) {
+    headers.set('Authorization', `Bearer ${authState.token}`);
+  }
+
+  if (!headers.has('Content-Type')) {
+    headers.set('Content-Type', 'application/json');
+  }
+  headers.set('X-App', 'client');
+  const slug = get(auth)?.user?.tenant_slug || get(auth)?.user?.tenant_id || '';
+  headers.set('X-Tenant-Slug', slug);
+
+  const response = await fetch(url, {
+    ...init,
+    credentials: 'include',
+    headers
+  });
+
+  if (response.status === 401) {
+    if (typeof window !== 'undefined') {
+      window.location.href = '/login';
+    }
+    throw new Error('Unauthorized');
+  }
+
+  if (!response.ok) {
+    const errorData = await response.json().catch(() => ({}));
+    throw new Error(errorData.detail || `API error: ${response.statusText}`);
+  }
+
+  if (response.status === 204) {
+    return {} as T;
+  }
+
+  return response.json();
+}
+
+async function downloadFile(endpoint: string, filename: string): Promise<void> {
+  const authState = get(auth);
+  const headers = new Headers();
+
+  if (authState.token) {
+    headers.set('Authorization', `Bearer ${authState.token}`);
+  }
+  }
+  headers.set('X-App', 'client');
+  const slug = get(auth)?.user?.tenant_slug || get(auth)?.user?.tenant_id || '';
+  headers.set('X-Tenant-Slug', slug);
+
+  const response = await fetch(`${API_BASE}${endpoint}`, {
+    method: 'GET',
+    credentials: 'include',
+    headers
+  });
+
+  if (response.status === 401) {
+    if (typeof window !== 'undefined') window.location.href = '/login';
+    throw new Error('Unauthorized');
+  }
+  if (!response.ok) {
+    const errorData = await response.json().catch(() => ({}));
+    throw new Error(errorData.detail || `Download error: ${response.statusText}`);
+  }
+
+  const blob = await response.blob();
+  const url = window.URL.createObjectURL(blob);
+  const a = document.createElement('a');
+  a.href = url;
+  a.download = filename;
+  document.body.appendChild(a);
+  a.click();
+  document.body.removeChild(a);
+  window.URL.revokeObjectURL(url);
+}
+
+export const api = {
+  get: <T>(endpoint: string, params?: Record<string, string>) =>
+    request<T>(endpoint, { method: 'GET', params }),
+  post: <T>(endpoint: string, body?: any) =>
+    request<T>(endpoint, { method: 'POST', body: body !== undefined ? JSON.stringify(body) : undefined }),
+  put: <T>(endpoint: string, body?: any) =>
+    request<T>(endpoint, { method: 'PUT', body: body !== undefined ? JSON.stringify(body) : undefined }),
+  patch: <T>(endpoint: string, body?: any) =>
+    request<T>(endpoint, { method: 'PATCH', body: body !== undefined ? JSON.stringify(body) : undefined }),
+  delete: <T>(endpoint: string) =>
+    request<T>(endpoint, { method: 'DELETE' }),
+  downloadFile: (endpoint: string, filename: string) =>
+    downloadFile(endpoint, filename)
+};

frontend-client/src/routes/+layout.server.ts

@@ -0,0 +1,7 @@
+import type { LayoutServerLoad } from './$types';
+
+export const load: LayoutServerLoad = ({ locals }) => {
+	return {
+		user: locals.user ?? null
+	};
+};

frontend-client/src/routes/+layout.svelte

@@ -4,17 +4,39 @@
   import Toast from '$lib/components/Toast.svelte';
   import { onMount } from 'svelte';
   import { auth } from '$lib/stores/auth.js';
+  import { goto } from '$app/navigation';
   import { page } from '$app/stores';
+  import { browser } from '$app/environment';
   import '../app.css';
 
+  export let data;
+
+  let mounted = false;
+
   onMount(() => {
-    auth.init();
+    if (data.user && !$auth.isAuthenticated) {
+      auth.setUser(data.user);
+    }
+    mounted = true;
   });
 
-  $: showHeader = !$page.url.pathname.startsWith('/login') && !$page.url.pathname.startsWith('/register');
+  // Guard reactivo global: redirige a /login si no está autenticado en rutas protegidas
+  const publicRoutes = ['/login', '/register', '/forgot-password', '/reset-password'];
+  $: if (browser && mounted && !$auth.isAuthenticated &&
+       !publicRoutes.some(r => $page.url.pathname.startsWith(r))) {
+    goto('/login');
+  }
+
+  $: showHeader = !publicRoutes.some(r => $page.url.pathname.startsWith(r));
 </script>
 
 <div class="min-h-screen bg-gray-50 font-sans">
+  {#if !mounted}
+    <!-- Esperando inicialización de sesión -->
+    <div class="flex items-center justify-center min-h-screen bg-gray-50">
+      <div class="animate-spin rounded-full h-8 w-8 border-b-2 border-blue-600"></div>
+    </div>
+  {:else}
   {#if showHeader}
     <Header />
   {/if}
@@ -27,6 +49,7 @@
   <footer class="py-4 text-center border-t border-gray-200 bg-white">
     <p class="text-xs text-gray-400">ServiceManagerWeb v1.9.0 · © 2026 Aduanasoft</p>
   </footer>
+  {/if}
   
   <!-- Toast notifications -->
   {#each $toast.toasts as toastMessage (toastMessage.id)}

frontend-client/src/routes/login/+page.svelte

@@ -7,6 +7,7 @@
 
   let email = '';
   let password = '';
+  let tenantSlug = 'ventas';
   let totpCode = '';
   let isLoading = false;
   let showTwoFactor = false;
@@ -33,7 +34,7 @@
       await auth.login({
         email,
         password,
-        tenant_slug: 'aduanasoft', // Default tenant for now
+        tenant_slug: tenantSlug.trim() || 'ventas',
         totp_code: totpCode || undefined
       });
 
@@ -124,7 +125,7 @@
           <div
             class="p-3 rounded-md bg-red-50 border border-red-100 flex items-center gap-3 animate-fade-in text-sm text-red-600"
           >
-            <Icon name="alert-circle" class="w-4 h-4 flex-shrink-0" />
+            <Icon name="alert-circle" className="w-4 h-4 flex-shrink-0" />
             {errorMessage}
           </div>
         {/if}
@@ -140,7 +141,7 @@
                 <div class="absolute inset-y-0 left-0 pl-3 flex items-center pointer-events-none">
                   <Icon
                     name="mail"
-                    class="w-5 h-5 text-gray-400 group-focus-within:text-blue-600 transition-colors"
+                    className="w-5 h-5 text-gray-400 group-focus-within:text-blue-600 transition-colors"
                   />
                 </div>
                 <input
@@ -165,7 +166,7 @@
                 <div class="absolute inset-y-0 left-0 pl-3 flex items-center pointer-events-none">
                   <Icon
                     name="lock"
-                    class="w-5 h-5 text-gray-400 group-focus-within:text-blue-600 transition-colors"
+                    className="w-5 h-5 text-gray-400 group-focus-within:text-blue-600 transition-colors"
                   />
                 </div>
                 {#if showPassword}
@@ -196,7 +197,7 @@
                   class="absolute inset-y-0 right-0 pr-3 flex items-center cursor-pointer text-gray-400 hover:text-gray-600 focus:outline-none"
                   on:click={() => (showPassword = !showPassword)}
                 >
-                  <Icon name={showPassword ? 'eye-off' : 'eye'} class="w-5 h-5" />
+                  <Icon name={showPassword ? 'eye-off' : 'eye'} className="w-5 h-5" />
                 </button>
               </div>
             </div>
@@ -215,12 +216,13 @@
                   >Recordar en este equipo</label
                 >
               </div>
-              <a
-                href="/forgot-password"
-                class="text-sm font-medium text-blue-600 hover:text-blue-500"
+              <button
+                type="button"
+                class="text-sm font-medium text-blue-600 hover:text-blue-500 bg-transparent border-none p-0 cursor-pointer"
+                on:click={() => goto('/forgot-password')}
               >
-                Olvide mi clave
-              </a>
+                Olvidé mi clave
+              </button>
             </div>
           </div>
         {:else}
@@ -233,7 +235,7 @@
 
             <div class="relative">
               <div class="absolute inset-y-0 left-0 pl-3 flex items-center pointer-events-none">
-                <Icon name="shield-check" class="w-5 h-5 text-blue-500" />
+                <Icon name="shield-check" className="w-5 h-5 text-blue-500" />
               </div>
               <input
                 id="code"
@@ -257,7 +259,7 @@
             disabled={isLoading}
           >
             {#if isLoading}
-              <Icon name="loader-2" class="w-5 h-5 animate-spin mr-2" />
+              <Icon name="loader-2" className="w-5 h-5 animate-spin mr-2" />
               Procesando...
             {:else}
               {showTwoFactor ? 'Verificar Acceso' : 'Acceder al Portal'}

frontend-client/src/routes/organization/+page.svelte

@@ -38,11 +38,14 @@
   async function loadProfile() {
     isLoading = true;
     try {
+      const headers: Record<string, string> = {
+        'X-App': 'client',
+        'X-Tenant-ID': $auth.user?.tenant_id ?? ''
+      };
+      if ($auth.token) headers['Authorization'] = `Bearer ${$auth.token}`;
       const response = await fetch('/api/v1/client-profile/', {
-        headers: {
-          Authorization: `Bearer ${$auth.token}`,
-          'X-Tenant-ID': $auth.user?.tenant_id ?? ''
-        }
+        credentials: 'include',
+        headers
       });
       if (!response.ok) throw new Error((await response.json()).detail);
       profile = await response.json();
@@ -62,13 +65,16 @@
   async function saveProfile() {
     isSaving = true;
     try {
+      const headers: Record<string, string> = {
+        'Content-Type': 'application/json',
+        'X-App': 'client',
+        'X-Tenant-ID': $auth.user?.tenant_id ?? ''
+      };
+      if ($auth.token) headers['Authorization'] = `Bearer ${$auth.token}`;
       const response = await fetch('/api/v1/client-profile/', {
         method: 'PUT',
-        headers: {
-          'Content-Type': 'application/json',
-          Authorization: `Bearer ${$auth.token}`,
-          'X-Tenant-ID': $auth.user?.tenant_id ?? ''
-        },
+        credentials: 'include',
+        headers,
         body: JSON.stringify(form)
       });
       if (!response.ok) throw new Error((await response.json()).detail);

frontend-client/src/routes/profile/+page.svelte

@@ -34,7 +34,11 @@
     try {
       const response = await fetch('/api/v1/auth/2fa/setup', {
         method: 'POST',
-        headers: { Authorization: `Bearer ${$auth.token}` }
+        credentials: 'include',
+        headers: {
+          'X-App': 'client',
+          ...($auth.token ? { Authorization: `Bearer ${$auth.token}` } : {})
+        }
       });
       if (!response.ok) throw new Error((await response.json()).detail);
       const data = await response.json();
@@ -57,7 +61,12 @@
     try {
       const response = await fetch('/api/v1/auth/2fa/enable', {
         method: 'POST',
-        headers: { 'Content-Type': 'application/json', Authorization: `Bearer ${$auth.token}` },
+        credentials: 'include',
+        headers: {
+          'Content-Type': 'application/json',
+          'X-App': 'client',
+          ...($auth.token ? { Authorization: `Bearer ${$auth.token}` } : {})
+        },
         body: JSON.stringify({ totp_code: totpSetupCode })
       });
       if (!response.ok) throw new Error((await response.json()).detail);
@@ -84,7 +93,12 @@
     try {
       const response = await fetch('/api/v1/auth/2fa/disable', {
         method: 'POST',
-        headers: { 'Content-Type': 'application/json', Authorization: `Bearer ${$auth.token}` },
+        credentials: 'include',
+        headers: {
+          'Content-Type': 'application/json',
+          'X-App': 'client',
+          ...($auth.token ? { Authorization: `Bearer ${$auth.token}` } : {})
+        },
         body: JSON.stringify({ totp_code: disableTotpCode })
       });
       if (!response.ok) throw new Error((await response.json()).detail);
@@ -157,16 +171,20 @@
 
   async function loadBusinessProfile() {
     try {
-      if (!$auth.token || !$auth.user) {
+      if (!$auth.user) {
         console.warn('Usuario no autenticado');
         return;
       }
 
+      const _lpHeaders: Record<string, string> = {
+        'X-App': 'client',
+        'X-Tenant-ID': $auth.user.tenant_id
+      };
+      if ($auth.token) _lpHeaders['Authorization'] = `Bearer ${$auth.token}`;
+
       const response = await fetch('/api/v1/client-profile/', {
-        headers: {
-          Authorization: `Bearer ${$auth.token}`,
-          'X-Tenant-ID': $auth.user.tenant_id
-        }
+        credentials: 'include',
+        headers: _lpHeaders
       });
 
       if (response.ok) {
@@ -267,9 +285,11 @@
     try {
       const response = await fetch('/api/v1/auth/profile', {
         method: 'PATCH',
+        credentials: 'include',
         headers: {
           'Content-Type': 'application/json',
-          Authorization: `Bearer ${$auth.token}`
+          'X-App': 'client',
+          ...($auth.token ? { Authorization: `Bearer ${$auth.token}` } : {})
         },
         body: JSON.stringify({
           first_name: firstName.trim(),
@@ -300,9 +320,11 @@
     try {
       const response = await fetch('/api/v1/auth/change-password', {
         method: 'POST',
+        credentials: 'include',
         headers: {
           'Content-Type': 'application/json',
-          Authorization: `Bearer ${$auth.token}`
+          'X-App': 'client',
+          ...($auth.token ? { Authorization: `Bearer ${$auth.token}` } : {})
         },
         body: JSON.stringify({
           current_password: currentPassword,
@@ -349,13 +371,16 @@
         profileData.credit_limit = parseFloat(profileData.credit_limit);
       }
 
+      const _bpHeaders: Record<string, string> = {
+        'Content-Type': 'application/json',
+        'X-App': 'client',
+        'X-Tenant-ID': $auth.user?.tenant_id ?? ''
+      };
+      if ($auth.token) _bpHeaders['Authorization'] = `Bearer ${$auth.token}`;
       const response = await fetch('/api/v1/client-profile/', {
         method: 'POST',
-        headers: {
-          'Content-Type': 'application/json',
-          Authorization: `Bearer ${$auth.token}`,
-          'X-Tenant-ID': $auth.user.tenant_id
-        },
+        credentials: 'include',
+        headers: _bpHeaders,
         body: JSON.stringify(profileData)
       });
 

frontend-client/src/routes/tickets/[id]/+page.svelte

@@ -5,6 +5,7 @@
   import { tickets } from '$lib/stores/tickets.js';
   import { toast } from '$lib/stores/toast.js';
   import { goto } from '$app/navigation';
+  import IssueModal from '$lib/components/IssueModal.svelte';
 
   let ticketId: string;
   let newComment = '';
@@ -14,75 +15,59 @@
   let closeResolution = '';
   let fileInput: HTMLInputElement;
   let isUploading = false;
+  let showAttachments = true;
+  let showIssueModal = false;
   let pollingInterval: any = null;
-  let showAttachments = true; // Variable para controlar la visibilidad de attachments
 
   async function loadComments() {
     try {
       await tickets.reloadComments(ticketId);
     } catch (error) {
-      // No mostrar error en polling silencioso
       console.error('Error recargando comentarios:', error);
     }
   }
 
   onMount(() => {
-    // Redirect if not authenticated
     if (!$auth.isAuthenticated) {
       goto('/login');
       return;
     }
-
     ticketId = $page.params.id;
     if (ticketId) {
       tickets.loadTicket(ticketId);
-
-      // Polling cada 3 segundos
-      pollingInterval = setInterval(() => {
-        loadComments();
-      }, 3000);
+      pollingInterval = setInterval(() => { loadComments(); }, 3000);
     }
-
-    // Cleanup cuando se desmonte el componente
-    return () => {
-      if (pollingInterval) {
-        clearInterval(pollingInterval);
-      }
-    };
+    return () => { if (pollingInterval) clearInterval(pollingInterval); };
   });
 
-  // Format date
   function formatDate(dateString: string): string {
     return new Date(dateString).toLocaleString('es-ES', {
-      day: '2-digit',
-      month: '2-digit',
-      year: 'numeric',
-      hour: '2-digit',
-      minute: '2-digit'
+      day: '2-digit', month: '2-digit', year: 'numeric',
+      hour: '2-digit', minute: '2-digit'
     });
   }
 
-  // Status mapping
-  const statusConfig = {
+  const statusConfig: Record<string, { label: string; class: string }> = {
     NEW: { label: 'Nuevo', class: 'badge-new' },
     IN_PROGRESS: { label: 'En Progreso', class: 'badge-in-progress' },
     WAITING_FOR_CLIENT: { label: 'Esperando Cliente', class: 'badge-waiting' },
+    WAITING_CUSTOMER: { label: 'Esperando Cliente', class: 'badge-waiting' },
     RESOLVED: { label: 'Resuelto', class: 'badge-resolved' },
     CLOSED: { label: 'Cerrado', class: 'badge-closed' },
     REOPENED: { label: 'Reabierto', class: 'badge-reopened' }
   };
+  const fallbackStatus = { label: 'Desconocido', class: 'badge-new' };
 
-  // Priority mapping
-  const priorityConfig = {
+  const priorityConfig: Record<string, { label: string; class: string }> = {
     LOW: { label: 'Baja', class: 'badge-priority-low' },
     MEDIUM: { label: 'Media', class: 'badge-priority-medium' },
     HIGH: { label: 'Alta', class: 'badge-priority-high' },
     URGENT: { label: 'Urgente', class: 'badge-priority-urgent' }
   };
+  const fallbackPriority = { label: 'Normal', class: 'badge-priority-medium' };
 
   async function handleAddComment() {
     if (!newComment.trim()) return;
-
     isSubmittingComment = true;
     try {
       await tickets.addComment(ticketId, newComment.trim());
@@ -99,34 +84,23 @@
     const target = event.target as HTMLInputElement;
     const file = target.files?.[0];
     if (!file) return;
-
-    // Validate file size (max 10MB)
     if (file.size > 10 * 1024 * 1024) {
       toast.error('El archivo es demasiado grande. Máximo 10MB');
       target.value = '';
       return;
     }
-
-    // Validate file type
     const allowedTypes = [
-      'image/jpeg',
-      'image/png',
-      'image/gif',
-      'image/webp',
-      'application/pdf',
-      'text/plain',
-      'application/msword',
+      'image/jpeg','image/png','image/gif','image/webp','application/pdf',
+      'text/plain','application/msword',
       'application/vnd.openxmlformats-officedocument.wordprocessingml.document',
       'application/vnd.ms-excel',
       'application/vnd.openxmlformats-officedocument.spreadsheetml.sheet'
     ];
-
     if (!allowedTypes.includes(file.type)) {
       toast.error('Tipo de archivo no permitido');
       target.value = '';
       return;
     }
-
     isUploading = true;
     try {
       await tickets.uploadAttachment(ticketId, file);
@@ -144,14 +118,11 @@
       await tickets.downloadAttachment(ticketId, attachment.id, attachment.original_filename);
       toast.success('Descarga iniciada');
     } catch (error: any) {
-      console.error('Download error:', error);
       toast.error(error.message || 'Error al descargar el archivo');
     }
   }
 
-  function handleCloseTicket() {
-    showCloseDialog = true;
-  }
+  function handleCloseTicket() { showCloseDialog = true; }
 
   async function confirmCloseTicket() {
     isClosingTicket = true;
@@ -172,10 +143,9 @@
     closeResolution = '';
   }
 
-  // Check if user can close ticket
   $: canClose =
     $tickets.currentTicket &&
-    ['RESOLVED', 'WAITING_FOR_CLIENT'].includes($tickets.currentTicket.status);
+    ['RESOLVED', 'WAITING_CUSTOMER'].includes($tickets.currentTicket.status);
 </script>
 
 <svelte:head>
@@ -192,16 +162,6 @@
     </div>
   {:else if $tickets.error}
     <div class="text-center py-12">
-      <div class="w-12 h-12 bg-red-100 rounded-lg flex items-center justify-center mx-auto mb-4">
-        <svg class="w-6 h-6 text-red-600" fill="none" stroke="currentColor" viewBox="0 0 24 24">
-          <path
-            stroke-linecap="round"
-            stroke-linejoin="round"
-            stroke-width="2"
-            d="M12 8v4m0 4h.01M21 12a9 9 0 11-18 0 9 9 0 0118 0z"
-          />
-        </svg>
-      </div>
       <h3 class="text-lg font-medium text-gray-900 mb-2">Error al cargar ticket</h3>
       <p class="text-gray-600 mb-4">{$tickets.error}</p>
       <button on:click={() => tickets.loadTicket(ticketId)} class="btn-primary px-4 py-2">
@@ -230,43 +190,30 @@
                   {$tickets.currentTicket.title}
                 </h1>
                 <div class="flex items-center space-x-3">
-                  <span class={statusConfig[$tickets.currentTicket.status].class}>
-                    {statusConfig[$tickets.currentTicket.status].label}
+                  <span class={(statusConfig[$tickets.currentTicket.status] ?? fallbackStatus).class}>
+                    {(statusConfig[$tickets.currentTicket.status] ?? fallbackStatus).label}
                   </span>
-                  <span class={priorityConfig[$tickets.currentTicket.priority].class}>
-                    {priorityConfig[$tickets.currentTicket.priority].label}
+                  <span class={(priorityConfig[$tickets.currentTicket.priority] ?? fallbackPriority).class}>
+                    {(priorityConfig[$tickets.currentTicket.priority] ?? fallbackPriority).label}
                   </span>
                   <span class="text-sm text-gray-500">
                     Creado {formatDate($tickets.currentTicket.created_at)}
                   </span>
                 </div>
               </div>
-
               {#if canClose}
-                <button
-                  on:click={handleCloseTicket}
-                  class="btn-success px-4 py-2"
-                  disabled={isClosingTicket}
-                >
+                <button on:click={handleCloseTicket} class="btn-success px-4 py-2" disabled={isClosingTicket}>
                   Cerrar Ticket
                 </button>
               {/if}
             </div>
           </div>
-
           <div class="card-content">
-            <div class="prose max-w-none">
-              <p class="whitespace-pre-wrap text-gray-700">
-                {$tickets.currentTicket.description}
-              </p>
-            </div>
-
+            <p class="whitespace-pre-wrap text-gray-700">{$tickets.currentTicket.description}</p>
             {#if $tickets.currentTicket.resolution}
               <div class="mt-6 p-4 bg-green-50 border border-green-200 rounded-lg">
                 <h4 class="font-medium text-green-900 mb-2">Resolución:</h4>
-                <p class="text-green-800 whitespace-pre-wrap">
-                  {$tickets.currentTicket.resolution}
-                </p>
+                <p class="text-green-800 whitespace-pre-wrap">{$tickets.currentTicket.resolution}</p>
               </div>
             {/if}
           </div>
@@ -279,74 +226,34 @@
               <div class="flex items-center justify-between">
                 <h3 class="text-lg font-semibold text-gray-900 flex items-center space-x-2">
                   <span>Archivos Adjuntos</span>
-                  <span
-                    class="inline-flex items-center px-2.5 py-0.5 rounded-full text-xs font-medium bg-blue-100 text-blue-800"
-                  >
-                    {$tickets.attachments.length} archivo{$tickets.attachments.length !== 1
-                      ? 's'
-                      : ''}
+                  <span class="inline-flex items-center px-2.5 py-0.5 rounded-full text-xs font-medium bg-blue-100 text-blue-800">
+                    {$tickets.attachments.length}
                   </span>
                 </h3>
-                <button
-                  class="text-sm text-gray-500 hover:text-gray-700"
-                  title="Ver/Ocultar archivos adjuntos"
-                  on:click={() => (showAttachments = !showAttachments)}
-                >
+                <button class="text-sm text-gray-500 hover:text-gray-700"
+                  on:click={() => (showAttachments = !showAttachments)}>
                   {showAttachments ? 'Ocultar' : 'Ver'} archivos
                 </button>
               </div>
             </div>
             {#if showAttachments}
-              <div class="card-content">
-                <div class="space-y-3">
-                  {#each $tickets.attachments as attachment}
-                    <div
-                      class="flex items-center justify-between p-3 bg-gray-50 rounded-lg hover:bg-gray-100 transition-colors"
-                    >
-                      <div class="flex items-center space-x-3">
-                        <div class="w-8 h-8 bg-gray-200 rounded flex items-center justify-center">
-                          <svg
-                            class="w-4 h-4 text-gray-600"
-                            fill="none"
-                            stroke="currentColor"
-                            viewBox="0 0 24 24"
-                          >
-                            <path
-                              stroke-linecap="round"
-                              stroke-linejoin="round"
-                              stroke-width="2"
-                              d="M15.172 7l-6.586 6.586a2 2 0 102.828 2.828l6.414-6.586a4 4 0 00-5.656-5.656l-6.415 6.585a6 6 0 108.486 8.486L20.5 13"
-                            />
-                          </svg>
-                        </div>
-                        <div>
-                          <p class="text-sm font-medium text-gray-900">
-                            {attachment.original_filename}
-                          </p>
-                          <p class="text-xs text-gray-500">
-                            {Math.round(attachment.size_bytes / 1024)} KB • Subido por {attachment.uploaded_by_name}
-                            •
-                            {formatDate(attachment.uploaded_at)}
-                          </p>
-                        </div>
-                      </div>
-                      <button
-                        on:click={() => handleDownloadAttachment(attachment)}
-                        class="btn-ghost p-2 hover:bg-blue-100 rounded-md transition-colors"
-                        title="Descargar archivo"
-                      >
-                        <svg class="w-4 h-4" fill="none" stroke="currentColor" viewBox="0 0 24 24">
-                          <path
-                            stroke-linecap="round"
-                            stroke-linejoin="round"
-                            stroke-width="2"
-                            d="M12 10v6m0 0l-3-3m3 3l3-3m2 8H7a2 2 0 01-2-2V5a2 2 0 012-2h5.586a1 1 0 01.707.293l5.414 5.414a1 1 0 01.293.707V19a2 2 0 01-2 2z"
-                          />
-                        </svg>
-                      </button>
+              <div class="card-content space-y-3">
+                {#each $tickets.attachments as attachment}
+                  <div class="flex items-center justify-between p-3 bg-gray-50 rounded-lg hover:bg-gray-100">
+                    <div>
+                      <p class="text-sm font-medium text-gray-900">{attachment.original_filename}</p>
+                      <p class="text-xs text-gray-500">
+                        {Math.round(attachment.size_bytes / 1024)} KB • {attachment.uploaded_by_name}
+                      </p>
                     </div>
-                  {/each}
-                </div>
+                    <button on:click={() => handleDownloadAttachment(attachment)} class="btn-ghost p-2">
+                      <svg class="w-4 h-4" fill="none" stroke="currentColor" viewBox="0 0 24 24">
+                        <path stroke-linecap="round" stroke-linejoin="round" stroke-width="2"
+                          d="M12 10v6m0 0l-3-3m3 3l3-3m2 8H7a2 2 0 01-2-2V5a2 2 0 012-2h5.586a1 1 0 01.707.293l5.414 5.414a1 1 0 01.293.707V19a2 2 0 01-2 2z" />
+                      </svg>
+                    </button>
+                  </div>
+                {/each}
               </div>
             {/if}
           </div>
@@ -359,107 +266,69 @@
           </div>
           <div class="card-content">
             {#if $tickets.comments.length === 0}
-              <p class="text-gray-500 text-center py-4">
-                No hay comentarios aún. ¡Sé el primero en comentar!
-              </p>
+              <p class="text-gray-500 text-center py-4">No hay comentarios aún.</p>
             {:else}
               <div class="space-y-4">
                 {#each $tickets.comments as comment}
-                  {console.log('Comment:', comment)}
                   <div class="flex space-x-3">
-                    <div
-                      class="w-8 h-8 bg-primary-100 rounded-full flex items-center justify-center flex-shrink-0"
-                    >
+                    <div class="w-8 h-8 bg-primary-100 rounded-full flex items-center justify-center flex-shrink-0">
                       <span class="text-primary-600 text-xs font-medium">
-                        {comment.author_name
-                          ? comment.author_name
-                              .split(' ')
-                              .map(n => n[0])
-                              .join('')
-                          : '??'}
+                        {comment.author_name?.split(' ').map(n => n[0]).join('') ?? '??'}
                       </span>
                     </div>
                     <div class="flex-1 min-w-0">
                       <div class="flex items-center space-x-2 mb-1">
-                        <span class="text-sm font-medium text-gray-900">
-                          {comment.author_name}
-                        </span>
-                        <span class="text-xs text-gray-500">
-                          {formatDate(comment.created_at)}
-                        </span>
+                        <span class="text-sm font-medium text-gray-900">{comment.author_name}</span>
+                        <span class="text-xs text-gray-500">{formatDate(comment.created_at)}</span>
                         {#if comment.is_internal}
-                          <span class="bg-red-100 text-red-700 text-xs px-2 py-0.5 rounded">
-                            Interno
-                          </span>
+                          <span class="bg-red-100 text-red-700 text-xs px-2 py-0.5 rounded">Interno</span>
                         {/if}
                       </div>
-                      <p class="text-gray-700 whitespace-pre-wrap">
-                        {comment.content}
-                      </p>
+                      <p class="text-gray-700 whitespace-pre-wrap">{comment.content}</p>
                     </div>
                   </div>
                 {/each}
               </div>
             {/if}
 
-            <!-- Add Comment Form -->
-            <div class="mt-6 pt-6 border-t border-gray-200">
-              <div class="space-y-4">
-                <textarea
-                  rows="4"
-                  class="form-input"
-                  placeholder="Escribe tu comentario o respuesta..."
-                  bind:value={newComment}
-                  disabled={isSubmittingComment}
-                />
-
-                <div class="flex justify-between items-center">
-                  <div class="flex items-center space-x-4">
-                    <input
-                      type="file"
-                      bind:this={fileInput}
-                      on:change={handleFileUpload}
-                      class="hidden"
-                      accept=".jpg,.jpeg,.png,.gif,.webp,.pdf,.txt,.doc,.docx,.xls,.xlsx"
-                      disabled={isUploading}
-                    />
-                    <button
-                      type="button"
-                      on:click={() => fileInput.click()}
-                      class="btn-ghost p-2 flex items-center space-x-2"
-                      disabled={isUploading}
-                    >
-                      {#if isUploading}
-                        <div class="spinner w-4 h-4" />
-                      {:else}
-                        <svg class="w-4 h-4" fill="none" stroke="currentColor" viewBox="0 0 24 24">
-                          <path
-                            stroke-linecap="round"
-                            stroke-linejoin="round"
-                            stroke-width="2"
-                            d="M15.172 7l-6.586 6.586a2 2 0 102.828 2.828l6.414-6.586a4 4 0 00-5.656-5.656l-6.415 6.585a6 6 0 108.486 8.486L20.5 13"
-                          />
-                        </svg>
-                      {/if}
-                      <span class="text-sm">Adjuntar archivo</span>
-                    </button>
-                  </div>
-
-                  <button
-                    on:click={handleAddComment}
-                    class="btn-primary px-4 py-2"
-                    disabled={isSubmittingComment || !newComment.trim()}
-                  >
-                    {#if isSubmittingComment}
-                      <div class="flex items-center space-x-2">
-                        <div class="spinner w-4 h-4" />
-                        <span>Enviando...</span>
-                      </div>
+            <div class="mt-6 pt-6 border-t border-gray-200 space-y-4">
+              <textarea
+                rows="4"
+                class="form-input"
+                placeholder="Escribe tu comentario..."
+                bind:value={newComment}
+                disabled={isSubmittingComment}
+              />
+              <div class="flex justify-between items-center">
+                <div>
+                  <input type="file" bind:this={fileInput} on:change={handleFileUpload}
+                    class="hidden"
+                    accept=".jpg,.jpeg,.png,.gif,.webp,.pdf,.txt,.doc,.docx,.xls,.xlsx"
+                    disabled={isUploading} />
+                  <button type="button" on:click={() => fileInput.click()}
+                    class="btn-ghost p-2 flex items-center space-x-2" disabled={isUploading}>
+                    {#if isUploading}
+                      <div class="spinner w-4 h-4" />
                     {:else}
-                      Enviar Comentario
+                      <svg class="w-4 h-4" fill="none" stroke="currentColor" viewBox="0 0 24 24">
+                        <path stroke-linecap="round" stroke-linejoin="round" stroke-width="2"
+                          d="M15.172 7l-6.586 6.586a2 2 0 102.828 2.828l6.414-6.586a4 4 0 00-5.656-5.656l-6.415 6.585a6 6 0 108.486 8.486L20.5 13" />
+                      </svg>
                     {/if}
+                    <span class="text-sm">Adjuntar</span>
                   </button>
                 </div>
+                <button on:click={handleAddComment} class="btn-primary px-4 py-2"
+                  disabled={isSubmittingComment || !newComment.trim()}>
+                  {#if isSubmittingComment}
+                    <div class="flex items-center space-x-2">
+                      <div class="spinner w-4 h-4" />
+                      <span>Enviando...</span>
+                    </div>
+                  {:else}
+                    Enviar
+                  {/if}
+                </button>
               </div>
             </div>
           </div>
@@ -476,147 +345,137 @@
           <div class="card-content space-y-4">
             <div>
               <dt class="text-sm font-medium text-gray-500">ID del Ticket</dt>
-              <dd class="text-sm text-gray-900 font-mono">
-                #{$tickets.currentTicket.id.substring(0, 8)}
-              </dd>
+              <dd class="text-sm text-gray-900 font-mono">#{$tickets.currentTicket.id.substring(0, 8)}</dd>
             </div>
-
             <div>
               <dt class="text-sm font-medium text-gray-500">Categoría</dt>
-              <dd class="text-sm text-gray-900">
-                {$tickets.currentTicket.category_name || 'Sin categoría'}
-              </dd>
+              <dd class="text-sm text-gray-900">{$tickets.currentTicket.category_name || 'Sin categoría'}</dd>
             </div>
-
             {#if $tickets.currentTicket.assigned_to_name}
               <div>
                 <dt class="text-sm font-medium text-gray-500">Asignado a</dt>
                 <dd class="text-sm text-gray-900">{$tickets.currentTicket.assigned_to_name}</dd>
               </div>
             {/if}
-
             <div>
               <dt class="text-sm font-medium text-gray-500">Creado</dt>
               <dd class="text-sm text-gray-900">{formatDate($tickets.currentTicket.created_at)}</dd>
             </div>
-
             <div>
               <dt class="text-sm font-medium text-gray-500">Última actualización</dt>
               <dd class="text-sm text-gray-900">{formatDate($tickets.currentTicket.updated_at)}</dd>
             </div>
 
-            {#if $tickets.currentTicket.due_date}
-              <div>
-                <dt class="text-sm font-medium text-gray-500">Fecha límite</dt>
-                <dd
-                  class="text-sm text-gray-900 {new Date($tickets.currentTicket.due_date) <
-                  new Date()
-                    ? 'text-red-600'
-                    : ''}"
-                >
-                  {formatDate($tickets.currentTicket.due_date)}
-                  {#if new Date($tickets.currentTicket.due_date) < new Date()}
-                    <span class="block text-xs text-red-500">¡Vencido!</span>
-                  {/if}
-                </dd>
+            {#if $tickets.currentTicket.sla_response_due || $tickets.currentTicket.sla_resolution_due}
+              <div class="pt-3 border-t border-gray-100">
+                <dt class="text-sm font-medium text-gray-500 mb-2">Tiempos de SLA</dt>
+                {#if $tickets.currentTicket.sla_response_due}
+                  {@const respDue = new Date($tickets.currentTicket.sla_response_due)}
+                  {@const respVencido = respDue < new Date() && !$tickets.currentTicket.first_response_at}
+                  <div class="mb-2">
+                    <dt class="text-xs text-gray-400">Respuesta límite</dt>
+                    <dd class="text-sm {respVencido ? 'text-red-600 font-medium' : 'text-gray-900'}">
+                      {formatDate($tickets.currentTicket.sla_response_due)}
+                      {#if respVencido}
+                        <span class="block text-xs text-red-500">¡Vencido!</span>
+                      {:else if $tickets.currentTicket.first_response_at}
+                        <span class="block text-xs text-green-600">✓ Respondido</span>
+                      {/if}
+                    </dd>
+                  </div>
+                {/if}
+                {#if $tickets.currentTicket.sla_resolution_due}
+                  {@const resDue = new Date($tickets.currentTicket.sla_resolution_due)}
+                  {@const resVencido = resDue < new Date() && !$tickets.currentTicket.resolved_at}
+                  <div>
+                    <dt class="text-xs text-gray-400">Resolución límite</dt>
+                    <dd class="text-sm {resVencido ? 'text-red-600 font-medium' : 'text-gray-900'}">
+                      {formatDate($tickets.currentTicket.sla_resolution_due)}
+                      {#if resVencido}
+                        <span class="block text-xs text-red-500">¡Vencido!</span>
+                      {:else if $tickets.currentTicket.resolved_at}
+                        <span class="block text-xs text-green-600">✓ Resuelto</span>
+                      {/if}
+                    </dd>
+                  </div>
+                {/if}
               </div>
             {/if}
           </div>
         </div>
+
+        <!-- Asuntos -->
+        <div class="card">
+          <div class="card-header flex justify-between items-center">
+            <h3 class="text-lg font-semibold text-gray-900">
+              Asuntos
+              {#if $tickets.issues.length > 0}
+                <span class="text-gray-400 font-normal text-sm ml-1">({$tickets.issues.length})</span>
+              {/if}
+            </h3>
+            <button type="button" on:click={() => showIssueModal = true}
+              class="text-sm text-blue-600 hover:text-blue-700 font-medium">
+              + Crear
+            </button>
+          </div>
+          {#if $tickets.issues.length > 0}
+            <div class="divide-y divide-gray-100">
+              {#each $tickets.issues as issue}
+                <div class="card-content py-3">
+                  <p class="text-sm text-gray-700">{issue.content}</p>
+                  <span class="text-xs text-gray-400 mt-1 block">{issue.priority} · {issue.created_by_name}</span>
+                </div>
+              {/each}
+            </div>
+          {:else}
+            <div class="card-content">
+              <p class="text-sm text-gray-500">No hay asuntos creados.</p>
+            </div>
+          {/if}
+        </div>
       </div>
     </div>
   {/if}
 </div>
 
+<!-- Issue Modal -->
+{#if showIssueModal && $tickets.currentTicket}
+  <IssueModal
+    ticketId={$tickets.currentTicket.id}
+    on:close={() => showIssueModal = false}
+    on:created={() => showIssueModal = false}
+  />
+{/if}
+
 <!-- Close Ticket Dialog -->
 {#if showCloseDialog}
   <div class="fixed inset-0 z-50 overflow-y-auto">
-    <div
-      class="flex items-center justify-center min-h-screen pt-4 px-4 pb-20 text-center sm:block sm:p-0"
-    >
-      <div
-        class="fixed inset-0 transition-opacity"
-        role="dialog"
-        tabindex="0"
+    <div class="flex items-center justify-center min-h-screen pt-4 px-4 pb-20">
+      <div class="fixed inset-0 bg-gray-500 opacity-75"
+        role="dialog" tabindex="0"
         on:click={cancelCloseTicket}
-        on:keydown={e => e.key === 'Escape' && cancelCloseTicket()}
-      >
-        <div class="absolute inset-0 bg-gray-500 opacity-75" />
-      </div>
-
-      <div
-        class="inline-block align-bottom bg-white rounded-lg text-left overflow-hidden shadow-xl transform transition-all sm:my-8 sm:align-middle sm:max-w-lg sm:w-full"
-      >
-        <div class="bg-white px-4 pt-5 pb-4 sm:p-6 sm:pb-4">
-          <div class="sm:flex sm:items-start">
-            <div
-              class="mx-auto flex-shrink-0 flex items-center justify-center h-12 w-12 rounded-full bg-green-100 sm:mx-0 sm:h-10 sm:w-10"
-            >
-              <svg
-                class="h-6 w-6 text-green-600"
-                fill="none"
-                stroke="currentColor"
-                viewBox="0 0 24 24"
-              >
-                <path
-                  stroke-linecap="round"
-                  stroke-linejoin="round"
-                  stroke-width="2"
-                  d="M5 13l4 4L19 7"
-                />
-              </svg>
-            </div>
-            <div class="mt-3 text-center sm:mt-0 sm:ml-4 sm:text-left">
-              <h3 class="text-lg leading-6 font-medium text-gray-900">Cerrar Ticket</h3>
-              <div class="mt-2">
-                <p class="text-sm text-gray-500">
-                  ¿Estás seguro de que quieres cerrar este ticket? Esta acción indica que el
-                  problema ha sido resuelto satisfactoriamente.
-                </p>
-              </div>
-
-              <div class="mt-4">
-                <label for="close-resolution" class="form-label">
-                  Comentario de cierre (opcional)
-                </label>
-                <textarea
-                  id="close-resolution"
-                  rows="3"
-                  class="form-input"
-                  placeholder="Describe cómo se resolvió el problema o agrega comentarios finales..."
-                  bind:value={closeResolution}
-                  disabled={isClosingTicket}
-                />
-              </div>
-            </div>
-          </div>
-        </div>
-        <div class="bg-gray-50 px-4 py-3 sm:px-6 sm:flex sm:flex-row-reverse">
-          <button
-            type="button"
-            class="w-full inline-flex justify-center btn-success px-4 py-2 sm:ml-3 sm:w-auto disabled:opacity-50"
-            disabled={isClosingTicket}
-            on:click={confirmCloseTicket}
-          >
+        on:keydown={e => e.key === 'Escape' && cancelCloseTicket()} />
+      <div class="relative bg-white rounded-lg shadow-xl sm:max-w-lg w-full z-10 p-6">
+        <h3 class="text-lg font-medium text-gray-900 mb-2">Cerrar Ticket</h3>
+        <p class="text-sm text-gray-500 mb-4">
+          ¿Estás seguro de que quieres cerrar este ticket?
+        </p>
+        <textarea rows="3" class="form-input w-full mb-4"
+          placeholder="Comentario de cierre (opcional)..."
+          bind:value={closeResolution} disabled={isClosingTicket} />
+        <div class="flex justify-end gap-3">
+          <button class="btn-secondary px-4 py-2" disabled={isClosingTicket} on:click={cancelCloseTicket}>
+            Cancelar
+          </button>
+          <button class="btn-success px-4 py-2 disabled:opacity-50" disabled={isClosingTicket} on:click={confirmCloseTicket}>
             {#if isClosingTicket}
-              <div class="flex items-center space-x-2">
-                <div class="spinner w-4 h-4" />
-                <span>Cerrando...</span>
-              </div>
+              <div class="flex items-center gap-2"><div class="spinner w-4 h-4" /><span>Cerrando...</span></div>
             {:else}
               Cerrar Ticket
             {/if}
           </button>
-          <button
-            type="button"
-            class="mt-3 w-full inline-flex justify-center btn-secondary px-4 py-2 sm:mt-0 sm:w-auto"
-            disabled={isClosingTicket}
-            on:click={cancelCloseTicket}
-          >
-            Cancelar
-          </button>
         </div>
       </div>
     </div>
   </div>
-{/if}
+{/if}