Activities, Follow-ups, Cases, Notes, Tickets — business view

1. Business Summary

Cross-entity collaboration objects: activities (calls/emails/meetings), follow-ups (next actions), notes, tickets, and cases (issues with type/status/priority). All can be linked to almost any operational record.

2. Business Value

Keeps every conversation and action linked to the relevant business record.

3. Users / Stakeholders

All operational users.

4. Workflows

• Activity → optional Follow-up → may escalate to a Case.
• Cases have status, priority, and type; closer is logged.
• FreshSales activity sync mirrors marketing CRM activities.

5. Sub-Features

• Activity types/statuses, follow-ups, notes, tickets.
• Cases with priority/type/status/close.
• Files (entity files) with strict metadata validation.

6. Business Rules

• Case lifecycle: new → open → in-progress → resolved → closed.
• Files require complete metadata.

7. Data Entities

Activity, Follow-up, Note, Ticket, Entity Case, Entity File, Feedback.

8. Entry Points

• CRM and Home screens for these objects.

9. Inputs & Outputs

• Inputs: text, attachments, related entity.
• Outputs: linked records, alerts.

10. Integrations

• FreshSales activity sync.
• Email / push.

11. Calculations / Logic

• Implicit overdue calculation: today > follow-up date.

12. Status Lifecycle

• Activity Status, Case Status.

13. Permissions

• Owner/closer/modifier; entity-derived viewers via security engine.

14. Reports & KPIs

• Activities by user/entity, case resolution time.

15. Risks & Observations

• Cross-entity linking complicates retention/cleanup.
• FreshSales sync errors logged but not auto-remediated.

16. Source Code Evidence

• app/Plugin/crm/Model/{Activity, FollowUp, Feedback, EntityCase, EntityFile}.php.