Dokumentasi Sistem Helpdesk IT

Dokumen Transfer Knowledge
Versi: 1.0
Tanggal: 31 Desember 2025
Disiapkan untuk: Tim IT Support

📋 Daftar Isi

Gambaran Umum Proyek
Arsitektur Sistem
Skema Database & ERD
Model & Relasi
Autentikasi & Login
Modul Ticket
Modul Task
Modul Handbook
Modul Laporan Harian
Modul Laporan Bulanan
Modul Activity Log
Modul Profile
API Reference
Alur Data & Workflow

1. Gambaran Umum Proyek

1.1 Deskripsi Sistem

Helpdesk IT System adalah aplikasi web berbasis Laravel yang dirancang untuk mengelola operasional IT Support. Sistem ini mencakup:

Manajemen Tiket - Pengguna dapat membuat tiket, IT Support menangani dan menyelesaikan
Manajemen Tugas - Pelacakan tugas harian dan bulanan
Laporan Harian/Bulanan - Dokumentasi aktivitas IT Support
Knowledge Base (Handbook) - Repository SOP dan dokumentasi
Activity Logging - Audit trail semua aktivitas sistem

1.2 Technology Stack

Komponen	Teknologi
Framework	Laravel 12
Bahasa	PHP 8.3.11
Database	MySQL
Frontend	Blade Templates, TailwindCSS, Alpine.js
PDF	Spatie Laravel PDF
RBAC	Spatie Permission
Logging	Spatie Activitylog
Notifikasi	Telegram Bot
Charts	Chart.js
Alerts	SweetAlert2

1.3 Role User

graph TD
    subgraph "Struktur Role"
        A[Admin] --> B[Manager]
        B --> C[Support]
        C --> D[User]
    end

    A --> |Full Access| E[Semua Fitur]
    B --> |Verifikasi| F[Reports & Oversight]
    C --> |Handle| G[Tickets, Tasks, Reports]
    D --> |Submit| H[Create Ticket Only]

Role	Akses
Admin	Full system control, user management, settings
Manager	Report verification, team oversight
Support	Ticket handling, task management, reporting
User	Ticket submission & tracking

2. Arsitektur Sistem

2.1 Struktur Folder Utama

HelpdeskITSystem/
├── app/
│   ├── Http/
│   │   ├── Controllers/         # Controller utama
│   │   │   ├── Admin/           # Admin controllers
│   │   │   ├── Api/             # API controllers
│   │   │   ├── Auth/            # Authentication
│   │   │   └── Logs/            # Activity log
│   │   └── Requests/            # Form requests
│   ├── Models/                  # Eloquent models
│   ├── Helpers/                 # Helper classes
│   └── Services/                # Service classes
├── database/
│   ├── migrations/              # Database migrations
│   └── seeders/                 # Database seeders
├── resources/
│   └── views/
│       ├── frontend/            # User-facing views
│       ├── backend/             # Admin views
│       ├── auth/                # Auth views
│       └── pdf/                 # PDF templates
├── routes/
│   ├── web.php                  # Web routes
│   ├── api.php                  # API routes
│   └── auth.php                 # Auth routes
└── public/                      # Public assets

2.2 Arsitektur MVC

flowchart LR
    subgraph Client
        A[Browser/Mobile App]
    end

    subgraph Laravel Application
        B[Routes] --> C[Middleware]
        C --> D[Controller]
        D --> E[Model]
        E --> F[(Database)]
        D --> G[View/JSON]
    end

    A --> B
    G --> A

3. Skema Database & ERD

3.1 Entity Relationship Diagram

erDiagram
    users ||--o{ tickets : creates
    users ||--o{ tickets : solves
    users ||--o{ tickets : assigned_to
    users ||--o{ task_completions : completes
    users ||--o{ daily_reports : creates
    users ||--o{ daily_reports : verifies
    users ||--o{ monthly_reports : creates
    users ||--o{ monthly_reports : verifies
    users ||--o{ handbooks : uploads
    users ||--o{ ticket_notes : writes
    users ||--o| ticket_locations : belongs_to

    tickets ||--o{ ticket_notes : has
    tickets }o--|| ticket_categories : belongs_to
    tickets }o--|| ticket_locations : belongs_to
    tickets }o--o{ daily_reports : included_in

    tasks ||--o{ task_completions : has
    tasks }o--o{ daily_reports : included_in

    daily_reports ||--o{ daily_report_ticket_snapshots : has
    daily_reports }o--o| monthly_reports : aggregated_in

    users {
        int id PK
        string name
        string email
        string password
        string role
        int location_id FK
        timestamp created_at
    }

    tickets {
        int id PK
        string title
        text description
        enum status
        enum priority
        string request_priority
        int user_id FK
        int solved_by FK
        int assigned_to FK
        int category_id FK
        int location_id FK
        text solution
        string solution_image
        boolean is_escalation
        timestamp started_at
        timestamp solved_at
        timestamp escalated_at
    }

    ticket_categories {
        int id PK
        string name
        boolean is_active
    }

    ticket_locations {
        int id PK
        string name
        boolean is_active
    }

    ticket_notes {
        int id PK
        int ticket_id FK
        int user_id FK
        text note
        timestamp created_at
    }

    tasks {
        int id PK
        string title
        text description
        enum frequency
        boolean is_active
    }

    task_completions {
        int id PK
        int task_id FK
        int user_id FK
        timestamp complated_at
        text notes
    }

    daily_reports {
        int id PK
        int user_id FK
        date report_date
        text content
        int verified_by FK
        timestamp verified_at
    }

    daily_report_ticket_snapshots {
        int id PK
        int daily_report_id FK
        int ticket_id FK
        string title
        text description
        string status
        string priority
        text solution
        string solved_by_name
        string location_name
        string category_name
        string created_by_name
        string waiting_duration
        string progress_duration
        string total_duration
    }

    monthly_reports {
        int id PK
        int user_id FK
        string month
        int year
        date report_date
        text content
        int total_days_reported
        int total_tasks
        int total_tickets
        json daily_report_ids
        int verified_by FK
        timestamp verified_at
        string status
    }

    handbooks {
        int id PK
        string title
        text description
        string category
        int uploaded_by FK
        string file_path
    }

3.2 Daftar Tabel Database

No	Tabel	Deskripsi
1	`users`	Data pengguna sistem
2	`tickets`	Tiket support yang dibuat user
3	`ticket_categories`	Kategori tiket (Hardware, Software, dll)
4	`ticket_locations`	Lokasi/gedung terkait tiket
5	`ticket_notes`	Catatan/komentar pada tiket
6	`tasks`	Daftar tugas rutin IT
7	`task_completions`	Record penyelesaian tugas
8	`daily_reports`	Laporan harian IT Support
9	`daily_report_tasks`	Pivot table daily_report ↔ tasks
10	`daily_report_tickets`	Pivot table daily_report ↔ tickets
11	`daily_report_ticket_snapshots`	Snapshot immutable data tiket
12	`monthly_reports`	Laporan bulanan
13	`handbooks`	Dokumen SOP/Handbook
14	`activity_log`	Log aktivitas sistem
15	`roles`	Role definitions (Spatie)
16	`permissions`	Permission definitions (Spatie)
17	`model_has_roles`	User-role assignments
18	`model_has_permissions`	User-permission assignments

4. Model & Relasi

4.1 Model User

File: app/Models/User.php

// Atribut
protected $fillable = [
    'name', 'email', 'password', 'role', 'location_id'
];

// Relasi
public function location(): BelongsTo
{
    return $this->belongsTo(TicketLocation::class, 'location_id');
}

Traits yang digunakan:

HasFactory - Factory untuk testing
Notifiable - Notifikasi
HasRoles - Spatie Permission
HasApiTokens - Laravel Sanctum

4.2 Model Ticket

File: app/Models/Ticket.php

// Atribut
protected $fillable = [
    'title', 'description', 'status', 'priority', 'request_priority',
    'user_id', 'solution', 'solution_image', 'solved_by', 'started_at',
    'solved_at', 'assigned_to', 'duration', 'category_id', 'location_id',
    'is_escalation', 'escalated_at'
];

// Status yang tersedia
// 'Open', 'In Progress', 'Closed'

// Priority yang tersedia
// 'Low', 'Medium', 'High'

Relasi:

graph LR
    Ticket --> |user_id| User[User - Pembuat]
    Ticket --> |solved_by| Solver[User - Penyelesai]
    Ticket --> |assigned_to| Assignee[User - Yang Mengerjakan]
    Ticket --> |category_id| Category[TicketCategory]
    Ticket --> |location_id| Location[TicketLocation]
    Ticket --> |hasMany| Notes[TicketNote]
    Ticket --> |belongsToMany| DailyReport

Accessor (Computed Attributes):

waiting_duration_human - Durasi menunggu (created → started)
progress_duration_human - Durasi pengerjaan (started → solved)
total_duration_human - Total durasi (created → solved)
solution_image_url - URL gambar solusi

4.3 Model Task

File: app/Models/Task.php

protected $fillable = [
    'title', 'description', 'frequency', 'is_active'
];

// Frequency: 'daily' atau 'monthly'

Relasi:

completions() → HasMany ke TaskCompletion
dailyReports() → BelongsToMany ke DailyReport

4.4 Model TaskCompletion

File: app/Models/TaskCompletion.php

protected $fillable = [
    'task_id', 'user_id', 'complated_at', 'notes'
];

Relasi:

task() → BelongsTo Task
user() → BelongsTo User

4.5 Model DailyReport

File: app/Models/DailyReport.php

protected $fillable = [
    'user_id', 'report_date', 'content', 'verified_by', 'verified_at'
];

Relasi:

graph LR
    DailyReport --> |user_id| Creator[User - Pembuat]
    DailyReport --> |verified_by| Verifier[User - Verifikator]
    DailyReport --> |belongsToMany| Tasks
    DailyReport --> |belongsToMany| Tickets
    DailyReport --> |hasMany| Snapshots[TicketSnapshots]

4.6 Model DailyReportTicketSnapshot

File: app/Models/DailyReportTicketSnapshot.php

Catatan Penting: Model ini menyimpan snapshot immutable dari data tiket saat laporan dibuat. Ini memastikan data historis tidak berubah meskipun tiket asli diupdate.

protected $fillable = [
    'daily_report_id', 'ticket_id', 'title', 'description', 'status',
    'priority', 'solution', 'solved_by', 'solved_by_name', 'location_id',
    'location_name', 'category_id', 'category_name', 'created_by',
    'created_by_name', 'ticket_created_at', 'ticket_started_at',
    'ticket_solved_at', 'waiting_duration', 'progress_duration', 'total_duration'
];

4.7 Model MonthlyReport

File: app/Models/MonthlyReport.php

protected $fillable = [
    'user_id', 'month', 'year', 'report_date', 'content',
    'total_days_reported', 'total_tasks', 'total_tickets',
    'daily_report_ids', 'verified_by', 'verified_at', 'status'
];

// daily_report_ids disimpan sebagai JSON array

Scopes:

scopeForPeriod($month, $year) - Filter berdasarkan periode
scopeVerified() - Filter hanya yang terverifikasi
scopePending() - Filter yang belum verifikasi

4.8 Model Handbook

File: app/Models/Handbook.php

protected $fillable = [
    'title', 'description', 'category', 'uploaded_by', 'file_path'
];

Relasi:

uploader() → BelongsTo User

5. Autentikasi & Login

5.1 Alur Login

sequenceDiagram
    participant U as User
    participant B as Browser
    participant C as AuthController
    participant M as Middleware
    participant DB as Database

    U->>B: Masukkan email & password
    B->>C: POST /login
    C->>DB: Validasi kredensial
    DB-->>C: User data
    C->>C: Regenerate session
    C->>M: Redirect ke dashboard
    M->>M: Check role & permissions
    M-->>B: Dashboard view
    B-->>U: Tampilkan dashboard

5.2 Controller & Routes

Controller: app/Http/Controllers/Auth/AuthenticatedSessionController.php

Method	Route	Deskripsi
`create()`	GET `/login`	Tampilkan form login
`store()`	POST `/login`	Proses login
`destroy()`	POST `/logout`	Proses logout

5.3 Middleware Authentication

// routes/web.php
Route::middleware('auth')->group(function () {
    // Semua route yang membutuhkan login
});

// Untuk route admin
Route::middleware(['role:admin'])->prefix('admin')->group(function () {
    // Route khusus admin
});

5.4 API Authentication (Sanctum)

Controller: app/Http/Controllers/Api/AuthController.php

Method	Endpoint	Deskripsi
`login()`	POST `/api/login`	Login & get token
`logout()`	POST `/api/logout`	Revoke token
`register()`	POST `/api/register`	Register user baru
`me()`	GET `/api/me`	Get current user

6. Modul Ticket

6.1 Deskripsi

Modul ticket adalah fitur utama sistem untuk mengelola permintaan bantuan IT dari pengguna.

6.2 Status Ticket

stateDiagram-v2
    [*] --> Open: User membuat tiket
    Open --> InProgress: Support mulai kerjakan
    InProgress --> Open: Support cancel/tunda
    InProgress --> Escalated: Support eskalasi
    Escalated --> InProgress: Admin handle eskalasi
    InProgress --> Closed: Support selesaikan
    Closed --> [*]

Status	Deskripsi
Open	Tiket baru, belum ditangani
In Progress	Sedang dikerjakan oleh Support
Closed	Tiket selesai dengan solusi

6.3 Controller & Methods

Controller: app/Http/Controllers/TicketController.php

Method	Route	HTTP	Deskripsi
`index()`	`/tickets`	GET	Daftar tiket dengan filter & search
`store()`	`/tickets/store`	POST	Buat tiket baru
`show()`	`/tickets/{id}`	GET	Detail tiket (JSON untuk modal)
`update()`	`/tickets/{id}`	PATCH	Update tiket
`destroy()`	`/tickets/{id}`	DELETE	Hapus tiket
`start()`	`/tickets/{id}/start`	POST	Mulai kerjakan tiket
`takeOver()`	`/tickets/{id}/take-over`	POST	Ambil alih tiket
`close()`	`/tickets/{id}/close`	POST	Selesaikan tiket
`escalate()`	`/tickets/{id}/escalate`	POST	Eskalasi ke Admin
`handleEscalated()`	`/tickets/{id}/handle-escalated`	PUT	Admin handle eskalasi
`cancel()`	`/tickets/{id}/cancel`	POST	Tunda pengerjaan tiket
`setPriority()`	`/tickets/{id}/set-priority`	PATCH	Set prioritas (Admin only)
`storeNote()`	`/tickets/{id}/notes`	POST	Tambah catatan ke tiket

6.4 Alur Pembuatan Ticket

sequenceDiagram
    participant U as User
    participant TC as TicketController
    participant T as Ticket Model
    participant TG as Telegram Service
    participant AL as Activity Log

    U->>TC: POST /tickets/store (title, desc, category, location, priority)
    TC->>TC: Validasi input
    TC->>T: Ticket::create()
    T-->>TC: Ticket object
    TC->>AL: Log 'ticket created'
    TC->>TG: Kirim notifikasi "Ticket Baru Masuk"
    TG-->>TC: OK
    TC-->>U: Response success + redirect

6.5 Alur Penyelesaian Ticket

sequenceDiagram
    participant S as Support
    participant TC as TicketController
    participant T as Ticket Model
    participant AL as Activity Log

    S->>TC: POST /tickets/{id}/start
    TC->>T: Update status='In Progress', started_at=now()
    TC->>AL: Log 'ticket started'
    TC-->>S: Redirect dengan success message

    Note over S,TC: Support mengerjakan tiket...

    S->>TC: POST /tickets/{id}/close (solution, solution_image)
    TC->>TC: Validasi & upload gambar
    TC->>T: Update status='Closed', solution, solved_at=now()
    TC->>TC: Hitung duration
    TC->>AL: Log 'ticket closed'
    TC-->>S: Redirect dengan success message

6.6 Fitur Eskalasi

sequenceDiagram
    participant S as Support
    participant TC as TicketController
    participant T as Ticket Model
    participant TG as Telegram
    participant A as Admin

    S->>TC: POST /tickets/{id}/escalate
    TC->>T: Update is_escalation=true, assigned_to=null
    TC->>TG: Kirim notifikasi eskalasi
    TC-->>S: Redirect dengan success

    Note over A: Admin menerima notifikasi Telegram

    A->>TC: PUT /tickets/{id}/handle-escalated
    TC->>T: Update is_escalation=false, assigned_to=admin_id
    TC-->>A: Redirect dengan success

6.7 Permissions Ticket

Permission	Deskripsi
`view-any-tickets`	Lihat semua tiket
`edit-own-ticket`	Edit tiket sendiri
`delete-own-ticket`	Hapus tiket sendiri
`handle-ticket`	Mulai kerjakan tiket
`close-ticket`	Tutup/selesaikan tiket
`escalate-ticket`	Eskalasi tiket
`take-over`	Ambil alih tiket dari support lain
`set-ticket-priority`	Set prioritas tiket (Admin)

7. Modul Task

7.1 Deskripsi

Modul task untuk mengelola tugas rutin IT Support yang harus dilakukan secara harian atau bulanan.

7.2 Jenis Task

Frequency	Deskripsi	Contoh
Daily	Tugas harian	Backup database, Cek server
Monthly	Tugas bulanan	Update sistem, Audit keamanan

7.3 Controller & Methods

Controller: app/Http/Controllers/TaskController.php

Method	Route	HTTP	Deskripsi
`daily()`	`/tasks/daily`	GET	Daftar tugas harian
`monthly()`	`/tasks/monthly`	GET	Daftar tugas bulanan
`show()`	`/tasks/{id}`	GET	Detail tugas (JSON)
`create()`	`/tasks/create`	GET	Form buat tugas
`store()`	`/tasks/store`	POST	Simpan tugas baru
`edit()`	`/tasks/{id}/edit`	GET	Form edit tugas
`update()`	`/tasks/{id}`	PUT	Update tugas
`destroy()`	`/tasks/{id}`	DELETE	Hapus tugas
`complete()`	`/tasks/{id}/complete`	POST	Tandai selesai

7.4 Alur Penyelesaian Task

sequenceDiagram
    participant S as Support
    participant TC as TaskController
    participant TM as Task Model
    participant TCM as TaskCompletion Model
    participant AL as Activity Log

    S->>TC: POST /tasks/{id}/complete (notes)
    TC->>TC: Cek apakah sudah selesai hari ini
    alt Sudah selesai
        TC-->>S: Error "Task sudah selesai"
    else Belum selesai
        TC->>TCM: TaskCompletion::create()
        TCM-->>TC: Completion object
        TC->>AL: Log 'task completed'
        TC-->>S: Redirect dengan success
    end

7.5 Logika Completion Check

// Daily task - cek apakah sudah selesai HARI INI
$alreadyDone = TaskCompletion::where('task_id', $task->id)
    ->where('user_id', auth()->id())
    ->whereDate('complated_at', today())
    ->exists();

// Monthly task - cek berdasarkan BULAN
$completedMonthlys = TaskCompletion::whereMonth('complated_at', now()->month)
    ->whereYear('complated_at', now()->year)
    ->pluck('task_id')
    ->toArray();

8. Modul Handbook

8.1 Deskripsi

Modul handbook adalah knowledge base untuk menyimpan SOP, panduan, dan dokumentasi IT.

8.2 Controller & Methods

Controller: app/Http/Controllers/HandbookController.php

Method	Route	HTTP	Deskripsi
`index()`	`/handbook`	GET	Daftar handbook
`show()`	`/handbook/show/{id}`	GET	Detail handbook
`create()`	`/handbook/create`	GET	Form buat handbook
`store()`	`/handbook/store`	POST	Simpan handbook + upload PDF
`edit()`	`/handbook/edit/{id}`	GET	Form edit handbook
`update()`	`/handbook/update/{id}`	PUT	Update handbook
`destroy()`	`/handbook/delete/{id}`	DELETE	Hapus handbook
`downloadPdf()`	`/handbook/download/{id}`	GET	Download file PDF

8.3 Alur Upload Handbook

sequenceDiagram
    participant A as Admin
    participant HC as HandbookController
    participant H as Handbook Model
    participant S as Storage
    participant AL as Activity Log

    A->>HC: POST /handbook/store (title, desc, category, file)
    HC->>HC: Validasi input & file (PDF, max 5MB)
    HC->>S: storeAs('handbooks', filename, 'public')
    S-->>HC: file_path
    HC->>H: Handbook::create() dengan file_path
    H-->>HC: Handbook object
    HC->>AL: Log 'handbook created'
    HC-->>A: Redirect ke index

8.4 Validasi File

$request->validate([
    'title' => 'required|string|max:255',
    'description' => 'required',
    'category' => 'required',
    'file' => 'nullable|mimes:pdf|max:5120', // max 5MB
]);

9. Modul Laporan Harian

9.1 Deskripsi

Laporan harian mencatat aktivitas IT Support setiap hari, termasuk tugas yang diselesaikan dan tiket yang ditangani.

9.2 Controller & Methods

Controller: app/Http/Controllers/DailyReportController.php

Method	Route	HTTP	Deskripsi
`index()`	`/reports/daily`	GET	Daftar laporan dengan filter
`create()`	`/reports/daily/create`	GET	Form buat laporan
`store()`	`/reports/daily`	POST	Simpan laporan
`show()`	`/reports/daily/{id}`	GET	Detail laporan
`edit()`	`/reports/daily/{id}/edit`	GET	Form edit laporan
`update()`	`/reports/daily/{id}`	PUT	Update laporan
`destroy()`	`/reports/daily/{id}`	DELETE	Hapus laporan
`verify()`	`/reports/daily/{id}/verify`	PUT	Verifikasi laporan
`exportPdf()`	`/reports/daily/{id}/pdf`	GET	Export ke PDF
`ticketSnapshot()`	`/reports/daily/{id}/tickets/{ticket}/snapshot`	GET	Lihat snapshot tiket

9.3 Alur Pembuatan Laporan Harian

sequenceDiagram
    participant S as Support
    participant DRC as DailyReportController
    participant DR as DailyReport Model
    participant DRTS as TicketSnapshot Model
    participant TG as Telegram
    participant AL as Activity Log

    S->>DRC: GET /reports/daily/create
    DRC->>DRC: Ambil tasks & tickets hari ini
    DRC-->>S: Tampilkan form dengan data

    S->>DRC: POST /reports/daily (content, task_ids, ticket_ids)
    DRC->>DRC: Cek laporan sudah ada hari ini?
    alt Sudah ada
        DRC-->>S: Redirect dengan warning
    else Belum ada
        DRC->>DR: DailyReport::create()
        DRC->>DR: Sync tasks & tickets
        loop Setiap ticket
            DRC->>DRTS: Buat snapshot immutable
        end
        DRC->>TG: Kirim notifikasi
        DRC->>AL: Log 'daily_report created'
        DRC-->>S: Redirect ke index
    end

9.4 Konsep Ticket Snapshot

Penting: Saat laporan dibuat, sistem menyimpan snapshot data tiket ke tabel daily_report_ticket_snapshots. Ini memastikan data historis tetap konsisten meskipun tiket diupdate setelahnya.

Data yang di-snapshot:

Title, description, status, priority
Solution
Nama solver, category, location
Timestamps (created, started, solved)
Durasi (waiting, progress, total)

9.5 Verifikasi Laporan

sequenceDiagram
    participant M as Manager/Admin
    participant DRC as DailyReportController
    participant DR as DailyReport Model
    participant TG as Telegram
    participant AL as Activity Log

    M->>DRC: PUT /reports/daily/{id}/verify
    DRC->>DR: Update verified_by, verified_at
    DRC->>TG: Kirim notifikasi "Laporan Diverifikasi"
    DRC->>AL: Log 'daily_report verified'
    DRC-->>M: Redirect dengan success

9.6 Filter Laporan

Filter	Parameter	Deskripsi
Search	`search`	Cari di content atau nama user
Date	`date`	Filter tanggal laporan
Status	`status`	`verified` atau `pending`
User	`user_id`	Filter berdasarkan user (admin/manager)
Sort	`sort`	`newest` (default) atau `oldest`

10. Modul Laporan Bulanan

10.1 Deskripsi

Laporan bulanan mengagregasi data dari laporan harian dalam satu bulan.

10.2 Controller & Methods

Controller: app/Http/Controllers/MonthlyReportController.php

Method	Route	HTTP	Deskripsi
`index()`	`/reports/monthly`	GET	Daftar laporan bulanan
`create()`	`/reports/monthly/create`	GET	Form buat laporan
`store()`	`/reports/monthly`	POST	Simpan laporan
`show()`	`/reports/monthly/{id}`	GET	Detail laporan
`edit()`	`/reports/monthly/{id}/edit`	GET	Form edit laporan
`update()`	`/reports/monthly/{id}`	PUT	Update laporan
`destroy()`	`/reports/monthly/{id}`	DELETE	Hapus laporan
`verify()`	`/reports/monthly/{id}/verify`	PUT	Verifikasi laporan
`exportPdf()`	`/reports/monthly/{id}/pdf`	GET	Export ke PDF

10.3 Alur Pembuatan Laporan Bulanan

sequenceDiagram
    participant S as Support
    participant MRC as MonthlyReportController
    participant MR as MonthlyReport Model
    participant DR as DailyReport Model
    participant AL as Activity Log

    S->>MRC: GET /reports/monthly/create?period=2025-12
    MRC->>DR: Ambil semua daily reports bulan Dec 2025
    MRC->>MRC: Hitung agregat (days, tasks, tickets)
    MRC-->>S: Tampilkan form dengan data agregat

    S->>MRC: POST /reports/monthly (content, daily_report_ids)
    MRC->>MRC: Validasi dan hitung ulang agregat
    MRC->>MR: MonthlyReport::create()
    MRC->>AL: Log 'monthly_report created'
    MRC-->>S: Redirect ke show

10.4 Data Agregat

Field	Deskripsi
`total_days_reported`	Jumlah hari dengan laporan
`total_tasks`	Total tugas dari semua daily reports
`total_tickets`	Total tiket (unique) dari semua daily reports
`daily_report_ids`	Array ID daily reports yang termasuk

10.5 Permissions

Permission	Deskripsi
`view-monthly-reports`	Lihat laporan bulanan
`create-monthly-report`	Buat laporan bulanan
`edit-monthly-report`	Edit laporan bulanan
`delete-monthly-report`	Hapus laporan bulanan
`verify-daily-report`	Verifikasi laporan

11. Modul Activity Log

11.1 Deskripsi

Activity Log mencatat semua aktivitas penting yang terjadi dalam sistem untuk keperluan audit.

11.2 Controller

Controller: app/Http/Controllers/Logs/ActivityLogController.php

Method	Route	HTTP	Deskripsi
`index()`	`/activity-log`	GET	Daftar log dengan filter

Middleware: role:admin|manager

11.3 Jenis Event yang Di-log

Log Name	Events	Contoh
`ticket`	created, updated, start, close, escalate, cancel, takeover, set-priority, deleted	Ticket dibuat
`task`	created, updated, completed, deleted	Task diselesaikan
`daily_report`	created, updated, verified, deleted, exported	Laporan diexport ke PDF
`monthly_report`	created, updated, verified, deleted, exported	Laporan bulanan dibuat
`handbook`	created, updated, deleted, downloaded	Handbook diunduh
`auth`	login, logout	User login

11.4 Struktur Log Entry

// Contoh penggunaan helper logActivity
logActivity::add(
    'ticket',           // log_name
    'created',          // event
    $ticket,            // subject (model)
    'Ticket dibuat',    // description
    [                   // properties (opsional)
        'new' => [
            'title' => $ticket->title,
            'priority' => $ticket->priority,
            'status' => $ticket->status,
        ],
    ]
);

11.5 Filter Log

Filter	Parameter	Deskripsi
Search	`search`	Cari di description, log_name, event
User	`user_id`	Filter berdasarkan user
Date From	`date_from`	Tanggal mulai
Date To	`date_to`	Tanggal akhir

12. Modul Profile

12.1 Deskripsi

Modul profile memungkinkan user untuk melihat dan mengupdate informasi profil mereka.

12.2 Controller

Controller: app/Http/Controllers/ProfileController.php

Method	Route	HTTP	Deskripsi
`edit()`	`/profile`	GET	Tampilkan form profile
`update()`	`/profile`	PATCH	Update profile
`destroy()`	`/profile`	DELETE	Hapus akun

12.3 Data yang Dapat Diupdate

Name - Nama lengkap
Email - Email (jika berubah, email_verified_at di-reset)

12.4 Alur Update Profile

sequenceDiagram
    participant U as User
    participant PC as ProfileController
    participant UM as User Model

    U->>PC: GET /profile
    PC-->>U: Tampilkan form edit

    U->>PC: PATCH /profile (name, email)
    PC->>PC: Validasi dengan ProfileUpdateRequest
    PC->>UM: Fill validated data
    alt Email berubah
        PC->>UM: Set email_verified_at = null
    end
    PC->>UM: Save
    PC-->>U: Redirect dengan success

12.5 Penghapusan Akun

sequenceDiagram
    participant U as User
    participant PC as ProfileController
    participant UM as User Model

    U->>PC: DELETE /profile (password)
    PC->>PC: Validasi password saat ini
    PC->>PC: Auth::logout()
    PC->>UM: $user->delete()
    PC->>PC: Invalidate session
    PC-->>U: Redirect ke halaman utama

13. API Reference

13.1 Autentikasi API

Semua endpoint API (kecuali login/register) memerlukan token Bearer dari Laravel Sanctum.

Authorization: Bearer {token}

13.2 Endpoint Public

Method	Endpoint	Deskripsi
POST	`/api/login`	Login dan dapatkan token
POST	`/api/register`	Register user baru

13.3 Endpoint Protected

User & Auth

Method	Endpoint	Deskripsi
GET	`/api/me`	Get current user info
POST	`/api/logout`	Revoke token

Tickets

Method	Endpoint	Deskripsi
GET	`/api/tickets`	List semua tickets
GET	`/api/tickets/{id}`	Detail ticket
POST	`/api/ticket-create`	Buat ticket baru
PUT	`/api/tickets/{id}`	Update ticket
DELETE	`/api/tickets/{id}`	Hapus ticket
POST	`/api/ticket/{id}/start`	Mulai kerjakan
POST	`/api/ticket/{id}/close`	Selesaikan ticket
POST	`/api/ticket/{id}/escalate`	Eskalasi ticket
POST	`/api/ticket/{id}/handle-escalation`	Handle eskalasi
POST	`/api/ticket/{id}/close-admin`	Close oleh admin

Tasks

Method	Endpoint	Deskripsi
GET	`/api/tasks`	List tasks (?frequency=daily/monthly)
GET	`/api/tasks/{id}`	Detail task
POST	`/api/tasks`	Buat task baru
PUT	`/api/tasks/{id}`	Update task
DELETE	`/api/tasks/{id}`	Hapus task
POST	`/api/tasks/{id}/complete`	Tandai selesai

Daily Reports

Method	Endpoint	Deskripsi
GET	`/api/reports/daily`	List daily reports
GET	`/api/reports/daily/{id}`	Detail report
POST	`/api/reports/daily`	Buat report
PUT	`/api/reports/daily/{id}/verify`	Verifikasi
DELETE	`/api/reports/daily/{id}`	Hapus report

Monthly Reports

Method	Endpoint	Deskripsi
GET	`/api/reports/monthly`	List monthly reports
GET	`/api/reports/monthly/{id}`	Detail report
POST	`/api/reports/monthly`	Buat report
PUT	`/api/reports/monthly/{id}`	Update report
DELETE	`/api/reports/monthly/{id}`	Hapus report

14. Alur Data & Workflow

14.1 Alur Data Keseluruhan Sistem

flowchart TB
    subgraph Users
        U[User] --> |Buat Tiket| T[Ticket]
    end

    subgraph IT_Support
        S[Support]
        S --> |Handle| T
        S --> |Selesaikan| TC[Task Completion]
        S --> |Buat| DR[Daily Report]
    end

    subgraph Reports
        DR --> |Include| T
        DR --> |Include| TC
        DR --> |Snapshot| DRTS[Ticket Snapshot]
        DR --> |Agregat| MR[Monthly Report]
    end

    subgraph Admin
        A[Admin/Manager]
        A --> |Verifikasi| DR
        A --> |Verifikasi| MR
        A --> |Handle Eskalasi| T
    end

    subgraph Notifications
        TG[Telegram Bot]
        T --> |Notif| TG
        DR --> |Notif| TG
    end

    subgraph Audit
        AL[Activity Log]
        T --> |Log| AL
        TC --> |Log| AL
        DR --> |Log| AL
        MR --> |Log| AL
    end

14.2 Lifecycle Lengkap Ticket

flowchart TD
    A[User Buat Tiket] --> B{Prioritas Ditentukan?}
    B --> |Tidak| C[Admin Set Prioritas]
    B --> |Ya| D[Tiket Open]
    C --> D

    D --> E[Support Mulai Kerjakan]
    E --> F{Bisa Diselesaikan?}

    F --> |Ya| G[Isi Solusi]
    G --> H[Tiket Closed]

    F --> |Tidak| I{Eskalasi?}
    I --> |Ya| J[Tiket Dieskalasi]
    J --> K[Admin Handle]
    K --> F

    I --> |Tidak| L[Support Cancel/Tunda]
    L --> D

    H --> M[Masuk Daily Report]
    M --> N[Snapshot Dibuat]

14.3 Proses Reporting Lengkap

flowchart LR
    subgraph Daily
        A[Tasks Selesai Hari Ini]
        B[Tickets Ditangani Hari Ini]
        C[Daily Report]
        A --> C
        B --> C
    end

    subgraph Monthly
        D[All Daily Reports Bulan Ini]
        E[Monthly Report]
        C --> D
        D --> E
    end

    subgraph Export
        F[PDF Daily]
        G[PDF Monthly]
        C --> F
        E --> G
    end

    subgraph Verification
        H[Manager/Admin Verifikasi]
        C --> H
        E --> H
    end

📚 Appendix

A. Timezone

Sistem menggunakan timezone Asia/Makassar (WITA). Helper DateHelper digunakan untuk konversi:

// Mendapatkan tanggal hari ini dalam WITA
$today = DateHelper::todayWita();

// Mendapatkan range UTC untuk hari ini dalam WITA
[$startUtc, $endUtc] = DateHelper::todayWitaUtcRange();

B. Telegram Notification

Notifikasi otomatis dikirim untuk:

Tiket baru masuk
Tiket dieskalasi
Prioritas tiket ditetapkan
Laporan harian dibuat
Laporan diverifikasi

C. PDF Generation

Menggunakan Spatie Laravel PDF untuk generate PDF:

Daily Report PDF
Monthly Report PDF
Handbook download

D. Permission List

Permission	Deskripsi
`view-any-tickets`	Lihat semua tiket
`edit-own-ticket`	Edit tiket sendiri
`delete-own-ticket`	Hapus tiket sendiri
`handle-ticket`	Kerjakan tiket
`close-ticket`	Tutup tiket
`escalate-ticket`	Eskalasi tiket
`take-over`	Ambil alih tiket
`set-ticket-priority`	Set prioritas
`view-tasks`	Lihat tugas
`view-monthly-reports`	Lihat laporan bulanan
`create-monthly-report`	Buat laporan bulanan
`edit-monthly-report`	Edit laporan bulanan
`delete-monthly-report`	Hapus laporan bulanan
`verify-daily-report`	Verifikasi laporan

Helpdesk IT System v1.0

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Dokumentasi Sistem Helpdesk IT

📋 Daftar Isi

1. Gambaran Umum Proyek

1.1 Deskripsi Sistem

1.2 Technology Stack

1.3 Role User

2. Arsitektur Sistem

2.1 Struktur Folder Utama

2.2 Arsitektur MVC

3. Skema Database & ERD

3.1 Entity Relationship Diagram

3.2 Daftar Tabel Database

4. Model & Relasi

4.1 Model User

4.2 Model Ticket

4.3 Model Task

4.4 Model TaskCompletion

4.5 Model DailyReport

4.6 Model DailyReportTicketSnapshot

4.7 Model MonthlyReport

4.8 Model Handbook

5. Autentikasi & Login

5.1 Alur Login

5.2 Controller & Routes

5.3 Middleware Authentication

5.4 API Authentication (Sanctum)

6. Modul Ticket

6.1 Deskripsi

6.2 Status Ticket

6.3 Controller & Methods

6.4 Alur Pembuatan Ticket

6.5 Alur Penyelesaian Ticket

6.6 Fitur Eskalasi

6.7 Permissions Ticket

7. Modul Task

7.1 Deskripsi

7.2 Jenis Task

7.3 Controller & Methods

7.4 Alur Penyelesaian Task

7.5 Logika Completion Check

8. Modul Handbook

8.1 Deskripsi

8.2 Controller & Methods

8.3 Alur Upload Handbook

8.4 Validasi File

9. Modul Laporan Harian

9.1 Deskripsi

9.2 Controller & Methods

9.3 Alur Pembuatan Laporan Harian

9.4 Konsep Ticket Snapshot

9.5 Verifikasi Laporan

9.6 Filter Laporan

10. Modul Laporan Bulanan

10.1 Deskripsi

10.2 Controller & Methods

10.3 Alur Pembuatan Laporan Bulanan

10.4 Data Agregat

10.5 Permissions

11. Modul Activity Log

11.1 Deskripsi

11.2 Controller

11.3 Jenis Event yang Di-log

11.4 Struktur Log Entry

11.5 Filter Log

12. Modul Profile

12.1 Deskripsi

12.2 Controller

12.3 Data yang Dapat Diupdate

12.4 Alur Update Profile

12.5 Penghapusan Akun

13. API Reference

13.1 Autentikasi API

13.2 Endpoint Public

13.3 Endpoint Protected