Stav ticketu je volny retezec, ciselnik pryc

Ciselnik new/open/waiting/resolved je pryc. Tickety chodi z cizich aplikaci,
ktere maji svoje stavy - voicebot posila ringing a completed. Nutit je do nasi
ctverice znamenalo, ze u ticketu svitilo "Novy", i kdyz byl podle odesilatele
davno hotovy.

Misto nej priznak `closed`: fronta, vytizeni i statistiky potrebuji vedet, co
uz nikdo neresi, a z volneho retezce to poznat nejde. Nastavuje se sam podle
`TicketType.closedStatuses`, a kdyz je typ nema, podle bezneho pojmenovani
(vyreseno, hotovo, completed, closed).

`stage` zruseno. Byla to obchazka, jak dostat cizi stavy do ticketu, aniz by
se sahlo na ciselnik. Kdyz je stav volny, druhe pole na tutéz vec jen matlo.

Vyber stavu v detailu nabizi stavy typu, doporucene a ten, ktery ticket ma
prave ted, aby hodnota z cizi aplikace ze seznamu nezmizela. Filtr v seznamu
nabizi stavy, ktere v datech opravdu jsou.

Overeno 11 kontrolami: ticket z voicebota ma stav ringing, pak in-progress
a completed, completed se pozna jako hotovo a zmizi z fronty, filtr i widget
ukazuji tvoje stavy a rucne jde nastavit i "ceka na zpetne volani".

Co-Authored-By: Claude Opus 5 (1M context) <noreply@anthropic.com>

documentation/99-zmeny.md

@@ -2,6 +2,37 @@
 
 Nejnovejsi nahore.
 
+## 2026-08-13 - stav ticketu je volny retezec, ciselnik pryc
+
+### Zmeneno
+
+- **`Ticket.status` je volny retezec.** Ciselnik `new | open | waiting |
+  resolved` je pryc. Tickety chodi z cizich aplikaci, ktere maji svoje stavy -
+  voicebot posila `ringing` a `completed`, e-shop `pripraveno k expedici`.
+  Nutit je do nasi ctverice znamenalo, ze u ticketu svitilo "Novy", i kdyz byl
+  podle odesilatele davno hotovy.
+- **Pribyl priznak `Ticket.closed`.** Fronta, vytizeni i statistiky potrebuji
+  vedet, co uz nikdo neresi, a z volneho retezce to poznat nejde. Nastavuje se
+  sam: podle `TicketType.closedStatuses`, a kdyz je typ nema, podle bezneho
+  pojmenovani (`vyreseno`, `hotovo`, `completed`, `closed`).
+- **`stage` zruseno.** Byla to obchazka, jak dostat cizi stavy do ticketu, aniz
+  by se sahlo na ciselnik. Kdyz je stav volny, druhe pole na tutéz vec je jen
+  zmateni. Hodnoty z faze patri do stavu.
+- Vyber stavu v detailu ticketu nabizi stavy typu, doporucene a **ten, ktery
+  ticket ma prave ted** - jinak by hodnota z cizi aplikace ze seznamu zmizela
+  a prvni rucni zmena by ji prepsala.
+- Filtr v seznamu ticketu nabizi **stavy, ktere v datech opravdu jsou**, ne
+  pevnou ctverici.
+- Barva u stavu: zname nazvy maji svou, cokoliv jineho neutralni. Hadat, jestli
+  je `ringing` dobre nebo spatne, by bylo horsi nez nehadat.
+
+### Overeno
+
+11 kontrol proti bezicimu serveru: ticket z voicebota ma stav `ringing`, po
+dalsich zpravach `in-progress` a `completed`, `completed` se pozna jako hotovo,
+hotovy ticket zmizi z fronty, filtr nabizi stavy z dat a funguje na ne, widget
+je ukazuje misto ciselniku a rucne jde nastavit i `ceka na zpetne volani`.
+
 ## 2026-08-13 - nastaveni prezije nasazeni, ukazkova data uz se nevraci
 
 Bez databaze lezi data uvnitr containeru, takze **redeploy je smaze** a seed

src/data/customWidgets.ts

@@ -25,10 +25,8 @@ export type WidgetRender = 'stat' | 'chart' | 'list' | 'table' | 'gauge';
 export type WidgetGroupBy =
   | 'assignee'
   | 'group'
-  /** Zivotni cyklus: novy, v reseni, ceka, vyreseno. */
+  /** Stav ticketu. Volny retezec, u ticketu z cizich aplikaci jejich vlastni. */
   | 'status'
-  /** Faze z workflow typu, napr. stavy hovoru od voicebota. */
-  | 'stage'
   | 'type'
   | 'tag'
   | 'channel';
@@ -120,19 +118,6 @@ export function seedCustomWidgets(): CustomWidget[] {
       },
       size: 'half',
     },
-    {
-      ...base,
-      id: 'cw_stage_month',
-      name: 'Tickety podle fáze',
-      description: 'Fáze z workflow typu, například stavy hovorů. Za tento měsíc.',
-      render: 'table',
-      source: {
-        kind: 'ticketCount',
-        filter: { period: 'month' },
-        groupBy: 'stage',
-      },
-      size: 'half',
-    },
     {
       ...base,
       id: 'cw_idoklad_invoices',

src/data/mock.ts

@@ -37,7 +37,8 @@ export function getSummary(tenantIds: string[]) {
   }
 
   return {
-    openTickets: tickets.filter((t) => t.status !== 'resolved').length,
+    // Stav je volny retezec, o hotovosti rozhoduje priznak.
+    openTickets: tickets.filter((t) => !t.closed).length,
     activeIncidents: incidents.filter((i) => i.status !== 'resolved').length,
     activeAutomations: automations.filter((a) => a.enabled).length,
     runsToday,

src/data/ticketStore.ts

@@ -24,7 +24,46 @@ import { findPerson, type Person } from './people.js';
 import { defineStore } from './store/index.js';
 import { withMirror } from './store/mirror.js';
 
-export type TicketStatus = 'new' | 'open' | 'waiting' | 'resolved';
+/**
+ * Stav ticketu. **Volny retezec**, ne ciselnik.
+ *
+ * Tickety chodi z cizich aplikaci, ktere maji svoje stavy: voicebot posila
+ * `ringing` a `completed`, e-shop `pripraveno k expedici`. Nutit je do nasi
+ * ctverice znamenalo, ze uzivatel videl "Novy" u ticketu, ktery byl podle
+ * jeho systemu davno hotovy.
+ *
+ * Vychozi ctverice zustava jako **doporuceni**, ne omezeni - kdo si nic
+ * nenastavi, dostane rozumne stavy a nemusi vymyslet vlastni.
+ */
+export type TicketStatus = string;
+
+/** Vychozi stavy, kdyz si typ ticketu nenadefinuje vlastni workflow. */
+export const defaultStatuses = ['Nový', 'V řešení', 'Čeká na klienta', 'Vyřešeno'] as const;
+
+/**
+ * Stavy, ktere znamenaji hotovo.
+ *
+ * Fronta i statistiky potrebuji vedet, co uz nikdo neresi. Kdyz je stav volny
+ * retezec, nejde to poznat z nej samotneho - proto se to drzi jako priznak
+ * `closed` na ticketu a tenhle seznam rika, ze se ma nastavit sam.
+ *
+ * Anglicke varianty jsou tu kvuli cizim aplikacim: voicebot posle `completed`
+ * a nikdo by nemel muset rucne rikat, ze to znamena hotovo.
+ */
+const CLOSING = new Set(
+  ['vyřešeno', 'hotovo', 'uzavřeno', 'resolved', 'closed', 'done', 'completed'].map((value) =>
+    value.toLowerCase(),
+  ),
+);
+
+/** Znamena tenhle stav, ze uz to nikdo neresi? */
+export function isClosingStatus(status: string, closedStatuses?: string[]): boolean {
+  const value = status.trim().toLowerCase();
+  if (closedStatuses && closedStatuses.length > 0) {
+    return closedStatuses.some((item) => item.trim().toLowerCase() === value);
+  }
+  return CLOSING.has(value);
+}
 export type TicketPriority = 'low' | 'normal' | 'high' | 'critical';
 
 /** Odkud pozadavek prisel. Podle toho se pozna, co ma smysl hledat v logu. */
@@ -141,19 +180,16 @@ export interface Ticket {
   /** Hodnoty vlastnich poli typu. Klic je `TicketTypeField.key`. */
   fields: Record<string, string | number | boolean | null>;
   /**
-   * Faze ve workflow **daneho typu**, napr. "ceka na zabaleni".
+   * Uz to nikdo neresi?
    *
-   * Tri osy zamerne, kazda ma jinou praci:
-   *  - `status` je zivotni cyklus (novy, v reseni, ceka, vyreseno). Podle nej
-   *    se pocita fronta i statistiky, takze musi zustat pevny.
-   *  - `stage` je **postup uvnitr typu** a definuje si ho firma u typu ticketu
-   *    (`TicketType.statuses`). Objednavka ma jine faze nez reklamace.
-   *  - `tags` jsou volne stitky, ktere spolu nemusi souviset.
+   * Kdyz je stav volny retezec, nejde z nej poznat, jestli je hotovo - `ringing`
+   * a `completed` jsou pro nas jen texty. Fronta, vytizeni i statistiky se
+   * proto ptaji na tenhle priznak, ne na stav.
    *
-   * Delat faze pres stitky by fungovalo, ale nesla by na nich postavit
-   * kontrola: ticket by mohl mit "ceka na zabaleni" i "expedovano" naraz.
+   * Nastavuje se sam podle stavu (viz `isClosingStatus`), takze bezny uzivatel
+   * o nem nemusi vedet.
    */
-  stage: string | null;
+  closed: boolean;
   /**
    * Volne oznaceni. Na rozdil od typu jich muze byt vic a nestoji za nimi
    * zadna pole - proto se hodi na filtry a widgety, ne na akce, ktere
@@ -205,6 +241,7 @@ interface StoredTicket
     | 'stage'
     | 'assigneeGroupId'
     | 'externalId'
+    | 'closed'
     | 'externalSource'
     | 'firstResponseAt'
     | 'resolvedAt'
@@ -216,7 +253,7 @@ interface StoredTicket
   typeId?: string | null;
   fields?: Record<string, string | number | boolean | null>;
   tags?: string[];
-  stage?: string | null;
+  closed?: boolean;
   externalId?: string | null;
   externalSource?: string | null;
   firstResponseAt?: string | null;
@@ -816,7 +853,8 @@ function toTicket(stored: StoredTicket): Ticket {
     typeId: stored.typeId ?? null,
     fields: stored.fields ?? {},
     tags: stored.tags ?? [],
-    stage: stored.stage ?? null,
+    // Starsi zaznamy priznak nemaji, dopocita se ze stavu.
+    closed: stored.closed ?? isClosingStatus(stored.status),
     externalId: stored.externalId ?? null,
     externalSource: stored.externalSource ?? null,
     firstResponseAt: stored.firstResponseAt ?? null,
@@ -850,8 +888,6 @@ export interface TicketFilter {
   channel?: TicketChannel;
   /** Typ ticketu. `none` = tickety bez typu. */
   typeId?: string;
-  /** Faze ve workflow typu. `none` = tickety bez faze. */
-  stage?: string;
   /** Jeden tag. `none` = tickety bez tagu. */
   tag?: string;
   /** Skupina resitelu. `none` = bez skupiny. */
@@ -865,8 +901,6 @@ export function listTickets(filter: TicketFilter): Ticket[] {
     if (filter.channel && ticket.channel !== filter.channel) return false;
     if (filter.typeId === 'none' ? ticket.typeId : filter.typeId && ticket.typeId !== filter.typeId)
       return false;
-    if (filter.stage === 'none' ? ticket.stage : filter.stage && ticket.stage !== filter.stage)
-      return false;
     if (filter.tag === 'none') {
       if ((ticket.tags ?? []).length > 0) return false;
     } else if (filter.tag && !(ticket.tags ?? []).includes(filter.tag)) {
@@ -887,8 +921,9 @@ export function listTickets(filter: TicketFilter): Ticket[] {
   // Nejdriv nevyrizene, uvnitr od nejnovejsi upravy.
   return selected
     .sort((a, b) => {
-      if (a.status === 'resolved' && b.status !== 'resolved') return 1;
-      if (b.status === 'resolved' && a.status !== 'resolved') return -1;
+      // Hotove dolu. Ptame se na priznak, ne na text stavu - ten je volny.
+      if (a.closed && !b.closed) return 1;
+      if (b.closed && !a.closed) return -1;
       return b.updatedAt.localeCompare(a.updatedAt);
     })
     .map(toTicket);
@@ -912,7 +947,7 @@ export function getTicket(id: string, tenantIds: string[]): TicketDetail | undef
 /** Prvni nevyrizeny ticket. */
 export function firstOpenTicket(tenantIds: string[]): Ticket | undefined {
   const stored = tickets.find(
-    (t) => t.status !== 'resolved' && tenantIds.includes(t.tenantId),
+    (t) => !(t.closed ?? isClosingStatus(t.status)) && tenantIds.includes(t.tenantId),
   );
   return stored ? toTicket(stored) : undefined;
 }
@@ -945,7 +980,7 @@ export function getWorkload(everyone: Person[], tenantIds: string[]): Workload {
 
   const rows = everyone.map((person) => {
     const mine = visible.filter((t) => t.assigneeId === person.id);
-    const open = mine.filter((t) => t.status !== 'resolved');
+    const open = mine.filter((t) => !(t.closed ?? isClosingStatus(t.status)));
     const oldest = open.reduce<string | null>(
       (acc, t) => (acc === null || t.createdAt < acc ? t.createdAt : acc),
       null,
@@ -966,8 +1001,10 @@ export function getWorkload(everyone: Person[], tenantIds: string[]): Workload {
 
   return {
     rows,
-    unassigned: visible.filter((t) => t.assigneeId === null && t.status !== 'resolved').length,
-    openTotal: visible.filter((t) => t.status !== 'resolved').length,
+    unassigned: visible.filter(
+      (t) => t.assigneeId === null && !(t.closed ?? isClosingStatus(t.status)),
+    ).length,
+    openTotal: visible.filter((t) => !(t.closed ?? isClosingStatus(t.status))).length,
   };
 }
 
@@ -1172,7 +1209,9 @@ export function getAgentStats(
   const visible = tickets.filter((ticket) => tenantIds.includes(ticket.tenantId));
 
   const rows = everyone.map((person) => {
-    const open = visible.filter((t) => t.assigneeId === person.id && t.status !== 'resolved');
+    const open = visible.filter(
+      (t) => t.assigneeId === person.id && !(t.closed ?? isClosingStatus(t.status)),
+    );
 
     /**
      * Cas z nepovinneho pole. `undefined` znamena starsi ticket zalozeny driv,
@@ -1237,12 +1276,13 @@ export interface CreateTicketInput {
   channel: TicketChannel;
   customer: TicketCustomer;
   priority: TicketPriority;
+  /** Vychozi stav, kdyz se nezada. Volny retezec, ne ciselnik. */
+  status?: string;
   assigneeId?: string | null;
   assigneeGroupId?: string | null;
   typeId?: string | null;
   fields?: Record<string, string | number | boolean | null>;
   tags?: string[];
-  stage?: string | null;
   automationId?: string | null;
   /** Log toho, jak ticket vznikl. Bez nej je ticket nedohledatelny. */
   trace?: TraceInput[];
@@ -1273,7 +1313,8 @@ export function createTicket(input: CreateTicketInput): Ticket {
     sourceRef: input.sourceRef ?? null,
     channel: input.channel,
     customer: input.customer,
-    status: 'new',
+    // Vychozi stav je jen doporuceni. Kdo posle vlastni, ma vlastni.
+    status: input.status ?? defaultStatuses[0],
     priority: input.priority,
     assigneeId,
     // Tyhle ctyri se driv zahazovaly: vstup je nabizel, ale zaznam je nemel.
@@ -1282,7 +1323,7 @@ export function createTicket(input: CreateTicketInput): Ticket {
     typeId: input.typeId ?? null,
     fields: input.fields ?? {},
     tags: input.tags ?? [],
-    stage: input.stage ?? null,
+    closed: isClosingStatus(input.status ?? defaultStatuses[0]),
     automationId: input.automationId ?? null,
     createdAt: now,
     updatedAt: now,
@@ -1314,10 +1355,18 @@ function findWritable(id: string, tenantIds: string[]): StoredTicket | undefined
   return ticket;
 }
 
+/**
+ * Zmeni stav.
+ *
+ * Stav je **volny retezec**, takze se neoveruje proti ciselniku. Kdyz typ
+ * ticketu ma vlastni workflow, `closedStatuses` rekne, ktere z nich znamenaji
+ * hotovo - jinak se to pozna podle bezneho pojmenovani (`vyreseno`, `completed`).
+ */
 export function updateTicketStatus(
   id: string,
   status: TicketStatus,
   tenantIds: string[],
+  closedStatuses?: string[],
 ): Ticket | undefined {
   const ticket = findWritable(id, tenantIds);
   if (!ticket) {
@@ -1327,13 +1376,14 @@ export function updateTicketStatus(
 
   const previous = ticket.status;
   ticket.status = status;
+  ticket.closed = isClosingStatus(status, closedStatuses);
 
-  if (status === 'resolved') {
+  if (ticket.closed) {
     ticket.resolvedAt = new Date().toISOString();
     // Vyresil ten, kdo ho mel u sebe. Kdyz nikdo, zustane to nekomu nepripsane -
     // radeji nez pripsat vyreseni cloveku, ktery s tim nic nemel.
     ticket.resolvedById = ticket.assigneeId;
-  } else if (previous === 'resolved') {
+  } else if (isClosingStatus(previous, closedStatuses)) {
     // Navrat z vyreseno je nejlepsi ukazatel toho, ze hotovo nebylo.
     ticket.reopenCount = (ticket.reopenCount ?? 0) + 1;
     ticket.resolvedAt = null;
@@ -1351,7 +1401,7 @@ export function updateTicketStatus(
     },
   ]);
 
-  if (status === 'resolved') {
+  if (ticket.closed) {
     publish('ticket.resolved', `Ticket ${ticket.id} vyřešen: ${ticket.subject}`, {
       ticketId: ticket.id,
     });
@@ -1452,41 +1502,6 @@ export function setTicketType(
 }
 
 /** Tagy se prepisuji cele. Prirustkova zmena by u vic lidi naraz kolidovala. */
-/**
- * Nastavi fazi.
- *
- * Faze musi byt z workflow daneho typu. Cizi hodnota se odmitne - jinak by
- * se do dat dostal preklep a podminka nad fazi by tise prestala platit.
- */
-export function setTicketStage(
-  id: string,
-  stage: string | null,
-  allowed: string[],
-  tenantIds: string[],
-): Ticket | undefined {
-  const ticket = findWritable(id, tenantIds);
-  if (!ticket) return undefined;
-
-  if (stage !== null && allowed.length > 0 && !allowed.includes(stage)) {
-    console.warn(`[tickets] ${id}: faze ${stage} neni ve workflow typu`);
-    return undefined;
-  }
-
-  const previous = ticket.stage ?? null;
-  ticket.stage = stage;
-  touch(ticket);
-
-  appendTrace(id, [
-    {
-      kind: 'note',
-      status: 'info',
-      label: `Fáze: ${previous ?? 'bez fáze'} -> ${stage ?? 'bez fáze'}`,
-    },
-  ]);
-  publish('ticket.updated', `Ticket ${ticket.id} má novou fázi`, { ticketId: ticket.id });
-  return toTicket(ticket);
-}
-
 export function setTicketTags(id: string, tags: string[], tenantIds: string[]): Ticket | undefined {
   const ticket = findWritable(id, tenantIds);
   if (!ticket) return undefined;

src/data/ticketTypes.ts

@@ -37,8 +37,20 @@ export interface TicketType extends TenantEntity {
   name: string;
   /** Klic ikony, mapuje se na klientovi. */
   icon: string;
-  /** Vlastni workflow stavu. Prazdne = vychozi ctverice ticketu. */
+  /**
+   * Vlastni stavy ticketu. Prazdne = vychozi doporucena ctverice.
+   *
+   * Stav je volny retezec, tohle je jen nabidka v rozhrani - ticket muze mit
+   * i stav, ktery poslala cizi aplikace a v seznamu neni.
+   */
   statuses: string[];
+  /**
+   * Ktere z tech stavu znamenaji, ze uz to nikdo neresi.
+   *
+   * Fronta a statistiky se ptaji na tohle, ne na text stavu. Prazdne = pozna
+   * se to podle bezneho pojmenovani (`vyreseno`, `hotovo`, `completed`).
+   */
+  closedStatuses?: string[];
   fields: TicketTypeField[];
 }
 

src/routes/dashboard.ts

@@ -48,10 +48,11 @@ import { listNotifications, markRead, unreadCount } from '../data/notifications.
 import { queueStats, recentRuns } from '../runtime/queue.js';
 import { recordAudit } from '../data/audit.js';
 import { findTenant, generateIntakeToken, refreshTenants, tenantStore } from '../data/tenants.js';
-import { listTicketTypes } from '../data/ticketTypes.js';
+import { findTicketType, listTicketTypes } from '../data/ticketTypes.js';
 import {
   addComment,
   assignTicket,
+  findTicket,
   getAgentStats,
   getTicket,
   getWorkload,
@@ -59,7 +60,6 @@ import {
   updateTicketStatus,
   type TicketChannel,
   type TicketFilter,
-  type TicketStatus,
 } from '../data/ticketStore.js';
 import { requireAuth } from '../middleware/auth.js';
 import { validateRules } from '../scripts/mapping.js';
@@ -264,10 +264,10 @@ dashboardRouter.get('/people/:id', (req, res) => {
       .filter((group) => group.personIds.includes(person.id))
       .map((group) => ({ id: group.id, name: group.name })),
     /** Co ma prave ted u sebe. */
-    open: tickets.filter((ticket) => ticket.status !== 'resolved'),
+    open: tickets.filter((ticket) => !ticket.closed),
     /** Co za posledni dobu vyresil, nejnovejsi nahore. */
     resolved: resolvedRecently
-      .filter((ticket) => ticket.status === 'resolved')
+      .filter((ticket) => ticket.closed)
       .sort((a, b) => (b.resolvedAt ?? '').localeCompare(a.resolvedAt ?? ''))
       .slice(0, 20),
   });
@@ -398,7 +398,7 @@ function myOpenTickets(req: Request): number {
   return listTickets({
     tenantIds: access.tenants.map((tenant) => tenant.id),
     assignee: access.personId,
-  }).filter((ticket) => ticket.status !== 'resolved').length;
+  }).filter((ticket) => !ticket.closed).length;
 }
 
 // ------------------------------------------------------------------- fronta
@@ -452,7 +452,11 @@ dashboardRouter.get('/people', (req, res) => {
   });
 });
 
-const ticketStatuses: TicketStatus[] = ['new', 'open', 'waiting', 'resolved'];
+/*
+ * Stav uz neni ciselnik. Filtr proto bere, co prijde - kdyz to na nic nesedi,
+ * vrati se prazdny seznam, coz je spravna odpoved na "ukaz mi stav, ktery
+ * nikdo nema".
+ */
 const ticketChannels: TicketChannel[] = [
   'whatsapp',
   'facebook',
@@ -475,8 +479,6 @@ function ticketFilterFrom(query: Record<string, unknown>, scope: ResolvedScope):
   if (typeof typeId === 'string' && typeId !== '') filter.typeId = typeId;
   const tag = query.tag;
   if (typeof tag === 'string' && tag !== '') filter.tag = tag;
-  const stage = query.stage;
-  if (typeof stage === 'string' && stage !== '') filter.stage = stage;
   const groupId = query.groupId;
   if (typeof groupId === 'string' && groupId !== '') filter.groupId = groupId;
 
@@ -493,12 +495,13 @@ function ticketFilterFrom(query: Record<string, unknown>, scope: ResolvedScope):
 }
 
 function applyRest(query: Record<string, unknown>, filter: TicketFilter): TicketFilter {
-
+  /*
+   * Stav uz neni ciselnik, takze se nekontroluje proti seznamu. Kdyz hodnota
+   * na nic nesedi, vrati se prazdny seznam - to je spravna odpoved na dotaz
+   * po stavu, ktery nikdo nema.
+   */
   const status = typeof query.status === 'string' ? query.status : undefined;
-  if (status) {
-    if (ticketStatuses.includes(status as TicketStatus)) filter.status = status as TicketStatus;
-    else console.warn(`[tickets] neznamy stav ve filtru: ${status}`);
-  }
+  if (status) filter.status = status;
 
   const channel = typeof query.channel === 'string' ? query.channel : undefined;
   if (channel) {
@@ -516,8 +519,23 @@ dashboardRouter.get('/tickets', (req, res) => {
   const me = findPersonByEmail(req.user!.email);
   const filter = ticketFilterFrom(req.query as Record<string, unknown>, scope);
 
+  const items = listTickets(filter);
+
+  /*
+   * Stavy, ktere firma opravdu pouziva. Stav je volny retezec, takze pevny
+   * seznam v rozhrani by u ticketu z cizich aplikaci nikdy nesedel - filtr
+   * musi nabidnout to, co v datech je.
+   *
+   * Bere se z celeho rozsahu, ne z vyfiltrovaneho vysledku: jinak by po
+   * kliknuti na jeden stav zmizely ostatni a nesel by prepnout.
+   */
+  const statuses = [
+    ...new Set(listTickets({ tenantIds: scope.tenantIds }).map((ticket) => ticket.status)),
+  ].sort((a, b) => a.localeCompare(b, 'cs'));
+
   return res.json({
-    items: listTickets(filter),
+    items,
+    statuses,
     meId: me?.id ?? null,
     scope: scope.scope,
     tenantId: scope.tenantId,
@@ -584,7 +602,12 @@ dashboardRouter.post('/tickets/:id/assign', (req, res) => {
 });
 
 const statusSchema = z.object({
-  status: z.enum(['new', 'open', 'waiting', 'resolved']),
+  /*
+   * Stav je volny retezec, ne ciselnik. Tickety chodi z cizich aplikaci, ktere
+   * maji svoje stavy, a nutit je do nasi ctverice znamenalo, ze uzivatel videl
+   * nesmysl. Omezena je jen delka, aby se do pole nedal cely dokument.
+   */
+  status: z.string().trim().min(1).max(60),
 });
 
 dashboardRouter.post('/tickets/:id/status', (req, res) => {
@@ -593,7 +616,17 @@ dashboardRouter.post('/tickets/:id/status', (req, res) => {
     return res.status(400).json({ error: 'validation_error', message: 'Neplatný stav ticketu.' });
   }
 
-  const ticket = updateTicketStatus(req.params.id, parsed.data.status, writableTenants(req));
+  // Typ rika, ktere z jeho stavu znamenaji hotovo. Bez nej se to pozna
+  // podle bezneho pojmenovani (vyreseno, completed).
+  const current = findTicket(req.params.id, writableTenants(req));
+  const type = current?.typeId ? findTicketType(current.typeId) : undefined;
+
+  const ticket = updateTicketStatus(
+    req.params.id,
+    parsed.data.status,
+    writableTenants(req),
+    type?.closedStatuses,
+  );
   if (!ticket) {
     return res.status(404).json({ error: 'not_found', message: 'Ticket neexistuje.' });
   }

src/routes/settings.ts

@@ -664,7 +664,7 @@ const sourceSchema = z.discriminatedUnion('kind', [
     kind: z.literal('ticketCount'),
     filter: z.record(z.unknown()).default({}),
     groupBy: z
-      .enum(['assignee', 'group', 'status', 'stage', 'type', 'tag', 'channel'])
+      .enum(['assignee', 'group', 'status', 'type', 'tag', 'channel'])
       .optional(),
   }),
   z.object({

src/routes/widgetData.ts

@@ -179,8 +179,6 @@ function groupLabel(key: string, groupBy: WidgetGroupBy): string {
       return key === '' ? 'Bez typu' : (findTicketType(key)?.name ?? key);
     case 'status':
       return statusLabels[key] ?? key;
-    case 'stage':
-      return key === '' ? 'Bez fáze' : key;
     case 'channel':
       return channelLabels[key as keyof typeof channelLabels] ?? key;
     case 'tag':
@@ -200,8 +198,6 @@ function groupKeys(ticket: Ticket, groupBy: string): string[] {
       return [ticket.typeId ?? ''];
     case 'status':
       return [ticket.status];
-    case 'stage':
-      return [ticket.stage ?? ''];
     case 'channel':
       return [ticket.channel];
     case 'tag':
@@ -381,7 +377,6 @@ function ticketsHref(
       assignee: 'assignee',
       group: 'groupId',
       status: 'status',
-      stage: 'stage',
       type: 'typeId',
       tag: 'tag',
       channel: 'channel',

src/runtime/builtinSteps.ts

@@ -19,14 +19,12 @@ import {
   findTicket,
   getWorkload,
   intakeEvent,
-  setTicketStage,
   setTicketTags,
   setTicketType,
   updateTicketStatus,
   type Ticket,
   type TicketChannel,
   type TicketPriority,
-  type TicketStatus,
 } from '../data/ticketStore.js';
 
 export interface StepContext {
@@ -54,7 +52,6 @@ function missing(what: string): StepOutcome {
   return { ok: false, summary: `chybí ${what}`, detail: null, outputs: {} };
 }
 
-const statuses: TicketStatus[] = ['new', 'open', 'waiting', 'resolved'];
 const priorities: TicketPriority[] = ['low', 'normal', 'high', 'critical'];
 const channels: TicketChannel[] = [
   'whatsapp',
@@ -150,33 +147,17 @@ const handlers: Record<string, Handler> = {
     });
 
     /*
-     * Stav a faze se nastavuji az po zalozeni: u noveho ticketu jeste neni typ,
-     * takze by se faze nemela proti cemu overit.
-     *
-     * `status` je shovivavy zamerne. Cizi aplikace posila svoje stavy
-     * (`ringing`, `completed`) a nas zivotni cyklus ma pevne ctyri hodnoty.
-     * Kdyz hodnota mezi ne patri, nastavi se stav; kdyz ne, ulozi se jako
-     * **faze**, protoze to presne je - postup uvnitr typu. Do shrnuti kroku
-     * se napise, co se stalo, aby to nebylo kouzlo.
+     * Stav se nastavuje az po zalozeni, aby se dohledal typ a jeho workflow.
+     * Je to **volny retezec**: co posle cizi aplikace, to se ulozi. Podle
+     * `closedStatuses` typu se pozna, jestli to znamena hotovo.
      */
     const wanted = inputs.status?.trim();
-    const asStage = inputs.stage?.trim();
     let note = '';
 
-    if (wanted && statuses.includes(wanted as TicketStatus)) {
-      updateTicketStatus(result.ticket.id, wanted as TicketStatus, [context.tenantId]);
-      note = `, stav ${wanted}`;
-    }
-
-    const stage = asStage || (wanted && !statuses.includes(wanted as TicketStatus) ? wanted : '');
-    if (stage) {
+    if (wanted) {
       const type = result.ticket.typeId ? findTicketType(result.ticket.typeId) : undefined;
-      const changed = setTicketStage(result.ticket.id, stage, type?.statuses ?? [], [
-        context.tenantId,
-      ]);
-      note += changed
-        ? `, fáze ${stage}`
-        : `, fáze ${stage} NEULOŽENA (není ve workflow typu)`;
+      updateTicketStatus(result.ticket.id, wanted, [context.tenantId], type?.closedStatuses);
+      note = `, stav ${wanted}`;
     }
 
     return {
@@ -351,44 +332,22 @@ const handlers: Record<string, Handler> = {
   },
 
   /**
-   * Posune ticket do dalsi faze.
+   * Zmeni stav ticketu.
    *
-   * Faze je z workflow typu, takze `objednavka` ma jine nez `reklamace`.
-   * Cizi hodnota se odmitne - preklep by tise vyradil podminku nad fazi.
+   * Stav je volny retezec, takze se neoveruje proti ciselniku. Kdyz ma typ
+   * vlastni workflow, nabidne se v nastaveni kroku - ale nic nebrani poslat
+   * hodnotu, kterou posila cizi aplikace.
    */
-  'ticket/set-stage': (inputs, context) => {
-    const ticketId = inputs.ticketId?.trim() || context.ticketId;
-    if (!ticketId) return missing('ticket');
-
-    const stage = inputs.stage?.trim();
-    if (!stage) return missing('fáze');
-
-    const ticket = findTicket(ticketId, [context.tenantId]);
-    const type = ticket?.typeId ? findTicketType(ticket.typeId) : undefined;
-    const allowed = type?.statuses ?? [];
-
-    const updated = setTicketStage(ticketId, stage, allowed, [context.tenantId]);
-    if (!updated) {
-      return {
-        ok: false,
-        summary: `fáze ${stage} není ve workflow typu`,
-        detail: allowed.length > 0 ? `Typ dovoluje: ${allowed.join(', ')}.` : null,
-        outputs: {},
-      };
-    }
-
-    return { ok: true, summary: stage, detail: null, outputs: { stage } };
-  },
-
-  /** Zmeni stav ticketu. */
   'ticket/set-status': (inputs, context) => {
     const ticketId = inputs.ticketId?.trim() || context.ticketId;
     if (!ticketId) return missing('ticket');
 
-    const status = inputs.status?.trim() as TicketStatus;
-    if (!statuses.includes(status)) return missing('platný stav');
+    const status = inputs.status?.trim();
+    if (!status) return missing('stav');
 
-    const updated = updateTicketStatus(ticketId, status, [context.tenantId]);
+    const ticket = findTicket(ticketId, [context.tenantId]);
+    const type = ticket?.typeId ? findTicketType(ticket.typeId) : undefined;
+    const updated = updateTicketStatus(ticketId, status, [context.tenantId], type?.closedStatuses);
     if (!updated) return { ok: false, summary: 'stav se nepodařilo změnit', outputs: {} };
     return { ok: true, summary: status, detail: null, outputs: { status } };
   },

src/runtime/triggers.ts

@@ -169,7 +169,6 @@ export function ticketPayload(ticket: Ticket): Record<string, unknown> {
     priority: ticket.priority,
     channel: ticket.channel,
     typeId: ticket.typeId,
-    stage: ticket.stage,
     tags: ticket.tags,
     assigneeId: ticket.assignee?.id ?? null,
     /*

web/src/components/dashboard/StatusBadge.tsx

@@ -28,11 +28,27 @@ import type {
  * text i ikona (pristupnost, viz docs/05-design-system.md).
  */
 
-const ticketStatusMap: Record<TicketStatus, { label: string; tone: BadgeTone }> = {
-  new: { label: 'Nový', tone: 'brand' },
-  open: { label: 'V řešení', tone: 'warn' },
-  waiting: { label: 'Čeká na klienta', tone: 'neutral' },
-  resolved: { label: 'Vyřešeno', tone: 'ok' },
+/**
+ * Barva podle stavu.
+ *
+ * Stav je volny retezec, takze mapa nemuze byt uplna. Zname nazvy dostanou
+ * svou barvu, cokoliv jineho neutralni - `ringing` z voicebota nema jak vedet,
+ * jestli je to dobre nebo spatne, a hadat by bylo horsi nez nehadat.
+ */
+const knownStatusTones: Record<string, BadgeTone> = {
+  nový: 'brand',
+  new: 'brand',
+  'v řešení': 'warn',
+  open: 'warn',
+  'čeká na klienta': 'neutral',
+  waiting: 'neutral',
+  vyřešeno: 'ok',
+  hotovo: 'ok',
+  uzavřeno: 'ok',
+  resolved: 'ok',
+  closed: 'ok',
+  completed: 'ok',
+  done: 'ok',
 };
 
 const ticketPriorityMap: Record<TicketPriority, { label: string; tone: BadgeTone }> = {
@@ -75,34 +91,27 @@ const incidentStatusMap: Record<IncidentStatus, { label: string; tone: BadgeTone
  * vedle jako mensi znacka - pocitaji se z nej statistiky a fronta, takze
  * schovat ho uplne by znamenalo, ze nikdo nepozna, proc je ticket ve fronte.
  */
+/**
+ * Stav ticketu tak, jak ho nekdo nastavil.
+ *
+ * Zadny prevod, zadny ciselnik: co je v datech, to se ukaze. `closed` rika,
+ * jestli uz to nikdo neresi - podle toho se vybere ikona.
+ */
 export function TicketStatusBadge({
   status,
-  stage,
+  closed,
 }: {
   status: TicketStatus;
-  stage?: string | null;
+  closed?: boolean;
 }) {
-  const { label, tone } = ticketStatusMap[status];
-  const Icon = status === 'resolved' ? CheckCircle2 : status === 'waiting' ? Clock : CircleDot;
-
-  if (stage) {
-    return (
-      <span className="inline-flex flex-wrap items-center gap-1.5">
-        <Badge tone={tone}>
-          <Icon className="size-3.5" />
-          {stage}
-        </Badge>
-        <span className="text-xs text-white/30" title="Stav v životním cyklu, podle něj se počítají statistiky">
-          {label}
-        </span>
-      </span>
-    );
-  }
+  const key = status.trim().toLowerCase();
+  const tone = knownStatusTones[key] ?? (closed ? 'ok' : 'neutral');
+  const Icon = closed ? CheckCircle2 : key.startsWith('čeká') ? Clock : CircleDot;
 
   return (
     <Badge tone={tone}>
       <Icon className="size-3.5" />
-      {label}
+      {status}
     </Badge>
   );
 }

web/src/components/dashboard/TicketTable.tsx

@@ -101,7 +101,7 @@ export function TicketTable({
                 )}
 
                 <td className="px-3 py-3">
-                  <TicketStatusBadge status={ticket.status} stage={ticket.stage} />
+                  <TicketStatusBadge status={ticket.status} closed={ticket.closed} />
                 </td>
                 <td className="px-3 py-3">
                   <TicketPriorityBadge priority={ticket.priority} />
@@ -143,7 +143,7 @@ export function TicketTable({
             <Link to={`/dashboard/tickety/${ticket.id}`} className="block">
               <div className="flex items-start justify-between gap-2">
                 <span className="font-mono text-xs text-white/35">{ticket.id}</span>
-                <TicketStatusBadge status={ticket.status} stage={ticket.stage} />
+                <TicketStatusBadge status={ticket.status} closed={ticket.closed} />
               </div>
 
               <p className="mt-1 text-sm text-white/85">{ticket.subject}</p>

web/src/pages/dashboard/PersonDetail.tsx

@@ -202,7 +202,7 @@ function TicketCards({
         >
           <div className="flex items-start justify-between gap-2">
             <span className="font-mono text-xs text-white/35">{ticket.id}</span>
-            <TicketStatusBadge status={ticket.status} stage={ticket.stage} />
+            <TicketStatusBadge status={ticket.status} closed={ticket.closed} />
           </div>
           <p className="mt-1.5 line-clamp-2 text-sm text-white/85 group-hover:text-brand-200">
             {ticket.subject}

web/src/pages/dashboard/TicketDetail.tsx

@@ -8,7 +8,7 @@ import {
   ScrollText,
   UserCheck,
 } from 'lucide-react';
-import { useEffect, useState } from 'react';
+import { useEffect, useMemo, useState } from 'react';
 import type { FormEvent } from 'react';
 import { Link, useParams } from 'react-router-dom';
 import { DataState } from '@/components/dashboard/DataState';
@@ -31,15 +31,15 @@ import type {
   ServiceCatalog,
   PeopleResponse,
   TicketDetail as Detail,
-  TicketStatus,
 } from '@/types/dashboard';
 
-const statusOptions: Array<{ value: TicketStatus; label: string }> = [
-  { value: 'new', label: 'Nový' },
-  { value: 'open', label: 'V řešení' },
-  { value: 'waiting', label: 'Čeká na klienta' },
-  { value: 'resolved', label: 'Vyřešeno' },
-];
+/**
+ * Doporucene stavy, kdyz si typ ticketu zadne nenadefinoval.
+ *
+ * Je to nabidka, ne ciselnik - stav je volny retezec a ticket muze mit
+ * i hodnotu, kterou poslala cizi aplikace.
+ */
+const defaultStatuses = ['Nový', 'V řešení', 'Čeká na klienta', 'Vyřešeno'];
 
 const selectClass =
   'rounded-xl border border-ink-600/70 bg-ink-850/70 px-3.5 py-2.5 text-sm text-white focus:border-brand-400/70 focus:outline-none';
@@ -57,6 +57,32 @@ export default function TicketDetail() {
   const [actionError, setActionError] = useState<string | null>(null);
   const [comment, setComment] = useState('');
 
+  /*
+   * Co nabidnout ve vyberu stavu.
+   *
+   * Stav je volny retezec, takze nabidka je jen pohodli. Sklada se ze stavu
+   * typu ticketu (kdyz si je firma nadefinovala), z doporucenych a **z toho,
+   * co ticket ma prave ted** - jinak by hodnota z cizi aplikace ze seznamu
+   * zmizela a prvni zmena stavu by ji nenavratne prepsala.
+   */
+  const [types, setTypes] = useState<Array<{ id: string; statuses: string[] }>>([]);
+
+  useEffect(() => {
+    apiFetch<{ items: Array<{ id: string; statuses: string[] }> }>(
+      '/api/dashboard/settings/ticket-types',
+    )
+      .then((data) => setTypes(data.items))
+      .catch(() => setTypes([]));
+  }, []);
+
+  const statusChoices = useMemo(() => {
+    const type = types.find((item) => item.id === ticket.data?.typeId);
+    const own = type?.statuses ?? [];
+    const base = own.length > 0 ? own : defaultStatuses;
+    const current = ticket.data?.status;
+    return [...new Set([...base, ...(current ? [current] : [])])];
+  }, [types, ticket.data?.typeId, ticket.data?.status]);
+
   usePageMeta({ title: `${ticket.data ? ticket.data.id : 'Ticket'} - portál Automia` });
 
   // Po zmene ticketu zmizi stara chyba, at nevisi u uz opraveneho stavu.
@@ -117,7 +143,7 @@ export default function TicketDetail() {
               <div className="flex flex-wrap items-center gap-2">
                 <span className="font-mono text-xs text-white/35">{ticket.data.id}</span>
                 <TicketChannelBadge channel={ticket.data.channel} />
-                <TicketStatusBadge status={ticket.data.status} stage={ticket.data.stage} />
+                <TicketStatusBadge status={ticket.data.status} closed={ticket.data.closed} />
                 <TicketPriorityBadge priority={ticket.data.priority} />
                 {ticket.data.externalId && (
                   <Badge tone="neutral">
@@ -334,9 +360,9 @@ export default function TicketDetail() {
                     }
                     className={cn(selectClass, 'mt-2 w-full')}
                   >
-                    {statusOptions.map((option) => (
-                      <option key={option.value} value={option.value} className="bg-ink-850">
-                        {option.label}
+                    {statusChoices.map((option) => (
+                      <option key={option} value={option} className="bg-ink-850">
+                        {option}
                       </option>
                     ))}
                   </select>

web/src/pages/dashboard/Tickets.tsx

@@ -28,13 +28,6 @@ import type {
 /** Vsechny zmeny ticketu, po kterych ma smysl nacist data znovu. */
 const ticketEvents = ['ticket.created', 'ticket.updated', 'ticket.assigned', 'ticket.resolved'] as const;
 
-const statusFilters: Array<{ value: TicketStatus; label: string }> = [
-  { value: 'new', label: 'Nové' },
-  { value: 'open', label: 'V řešení' },
-  { value: 'waiting', label: 'Čeká na klienta' },
-  { value: 'resolved', label: 'Vyřešené' },
-];
-
 const channelFilters: Array<{ value: TicketChannel; label: string }> = [
   { value: 'whatsapp', label: 'WhatsApp' },
   { value: 'facebook', label: 'Facebook' },
@@ -255,13 +248,17 @@ export default function Tickets() {
             </div>
 
             <div className="mt-2 flex flex-wrap gap-2">
-              {statusFilters.map((item) => (
+              {/*
+                Stavy z dat, ne z pevneho seznamu. Ticket z cizi aplikace ma
+                jeji stavy a pevna nabidka by je nikdy netrefila.
+              */}
+              {(data?.statuses ?? []).map((value) => (
                 <Chip
-                  key={item.value}
-                  active={status === item.value}
-                  onClick={() => setStatus(status === item.value ? null : item.value)}
+                  key={value}
+                  active={status === value}
+                  onClick={() => setStatus(status === value ? null : value)}
                 >
-                  {item.label}
+                  {value}
                 </Chip>
               ))}
             </div>
@@ -301,7 +298,7 @@ export default function Tickets() {
                     >
                       <div className="flex items-start justify-between gap-2">
                         <span className="font-mono text-xs text-white/35">{ticket.id}</span>
-                        <TicketStatusBadge status={ticket.status} stage={ticket.stage} />
+                        <TicketStatusBadge status={ticket.status} closed={ticket.closed} />
                       </div>
 
                       <p className="mt-2 line-clamp-2 text-sm text-white/85 group-hover:text-brand-200">

web/src/types/dashboard.ts

@@ -3,7 +3,14 @@
  * Az bude API stabilni, vygenerovat je sdilene (viz docs/06-dashboard.md).
  */
 
-export type TicketStatus = 'new' | 'open' | 'waiting' | 'resolved';
+/**
+ * Stav ticketu. **Volny retezec**, ne ciselnik.
+ *
+ * Tickety chodi z cizich aplikaci, ktere maji svoje stavy. Nutit je do nasi
+ * ctverice znamenalo, ze u ticketu z voicebota svitilo "Novy", i kdyz byl
+ * podle odesilatele hotovy.
+ */
+export type TicketStatus = string;
 export type TicketPriority = 'low' | 'normal' | 'high' | 'critical';
 /** Odkud pozadavek prisel. */
 export type TicketChannel =
@@ -105,13 +112,12 @@ export interface Ticket {
   /** Hodnoty vlastnich poli daneho typu. */
   fields: Record<string, string | number | boolean | null>;
   /**
-   * Faze ve workflow typu, napr. "ceka na zabaleni".
+   * Uz to nikdo neresi?
    *
-   * Tri osy: `status` je zivotni cyklus (podle nej se pocitaji statistiky),
-   * `stage` je postup uvnitr typu a definuje si ho firma, `tags` jsou volne
-   * stitky. Faze muze byt jen jedna, proto se na ni da spolehnout v podmince.
+   * Kdyz je stav volny retezec, nejde z nej poznat, jestli je hotovo.
+   * Fronta i statistiky se proto ptaji na tenhle priznak.
    */
-  stage: string | null;
+  closed: boolean;
   /** Volne tagy. Akce se muze vazat na typ **nebo** na tag. */
   tags: string[];
   /** Kdy se ticketu prvne nekdo venoval. */
@@ -153,6 +159,8 @@ export interface TicketDetail extends Ticket {
 /** Odpoved seznamu ticketu - `meId` rika, ktery resitel je prihlaseny uzivatel. */
 export interface TicketListResponse {
   items: Ticket[];
+  /** Stavy, ktere se ve vysledku vyskytuji. Filtr z nich sklada nabidku. */
+  statuses: string[];
   meId: string | null;
   /** Pohled, ktery server skutecne pouzil. */
   scope: TicketScope;