Activities, Follow-ups, Notes, Tickets, Cases

1. Business Summary

Cross-entity collaboration objects: activities (calls/emails/meetings), follow-ups (next actions), notes, tickets, and cases (issues with type/status/priority).

2. Business Value

Keeps all communication tied to the business record (account/lead/opportunity/job/task/invoice/etc.).

3. Users / Stakeholders

All operational users.

4. Workflows

• Activity → optional FollowUp → may escalate to EntityCase.
• EntityCase has CaseStatus, CasePriority, CaseType; closer logged.
• FreshSales activity sync.
• Each linked to many entity types via FK columns.

5. Sub-Features

• Activity types/statuses, follow-ups, notes, tickets.
• EntityCase with priority/type/status/close.
• EntityFile attachments with strict validation (title/desc/file_name/filesystem_name/size/date).

6. Business Rules

• ActivityStatus drives valid states.
• Case lifecycle: new → open → in_progress → resolved → closed.
• File metadata required.

7. Data Entities

Activity, FollowUp, Note, Ticket, EntityCase, EntityFile, Feedback, FeedbacksCasesStatus, FeedbacksCasesAction.

8. Entry Points

• crm/activities, crm/followUps, crm/feedbacks, crm/entityCases, crm/entityFiles.
• Home plugin: home/activities, home/notes, home/tickets, home/follow_ups.

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_date.

12. Status Lifecycle

• ActivityStatus, CaseStatus.

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 no automatic remediation.

16. Source Code Evidence

• app/Plugin/crm/Model/{Activity, FollowUp, Feedback, EntityCase, EntityFile}.php.
• app/Plugin/home/Controller/{ActivitiesController, NotesController, TicketsController, FollowUpsController, EntityCasesController, EntityFilesController, SeekAdvicesController}.php.