flowchart TD
    subgraph "Request Sources"
        CALL[Customer Call]
        PORTAL[Customer Portal]
        CONTRACT[Contract Schedule]
        ALERT[Equipment Alert]
    end

    subgraph "Request Processing"
        CALL --> CREATE[Create Request]
        PORTAL --> CREATE
        CONTRACT --> AUTO[Auto-Generate]
        ALERT --> AUTO

        CREATE --> VALIDATE[Validate Request]
        AUTO --> VALIDATE

        VALIDATE --> CHECK{Contract Check}
        CHECK -->|Covered| APPROVE[Auto-Approve]
        CHECK -->|Not Covered| QUOTE[Generate Quote]

        QUOTE --> ACCEPT{Customer Accepts?}
        ACCEPT -->|Yes| APPROVE
        ACCEPT -->|No| CANCEL[Cancel Request]

        APPROVE --> SCHEDULE[Schedule Intervention]
    end

    style SCHEDULE fill:#e8f5e9

sequenceDiagram
    participant Dispatcher
    participant System as Dispatch System
    participant DB as Database
    participant Tech as Technician App
    participant Customer

    Dispatcher->>System: View pending interventions
    System->>DB: Query unassigned interventions
    DB-->>System: Intervention list

    Dispatcher->>System: Select intervention
    System->>System: Calculate requirements
    Note over System: Skills, parts, travel time

    System->>DB: Find matching technicians
    DB-->>System: Available technicians

    Dispatcher->>System: Assign technician
    System->>DB: Update intervention (SCHEDULED)
    System->>DB: Block technician calendar

    System->>Tech: Push notification
    Tech-->>Tech: Accept assignment

    System->>Customer: Send appointment confirmation
    Customer-->>System: Confirmation received

flowchart TD
    START[Start of Day] --> CHECK[Check Assignments]
    CHECK --> ROUTE[View Route]

    ROUTE --> TRAVEL[Travel to Site]
    TRAVEL --> ARRIVE[Mark Arrival]

    ARRIVE --> ASSESS[Assess Situation]
    ASSESS --> WORK{Can Complete?}

    WORK -->|Yes| EXECUTE[Perform Service]
    WORK -->|No - Parts| ORDER[Order Parts]
    WORK -->|No - Skills| ESCALATE[Escalate]

    ORDER --> RESCHEDULE[Reschedule]
    ESCALATE --> ASSIGN_SENIOR[Assign Senior Tech]

    EXECUTE --> DOCUMENT[Document Work]
    DOCUMENT --> PARTS_USED[Record Parts Used]
    PARTS_USED --> PHOTOS[Take Photos]

    PHOTOS --> COMPLETE[Mark Complete]
    COMPLETE --> SIGNATURE[Get Customer Signature]
    SIGNATURE --> SUBMIT[Submit Report]

    style COMPLETE fill:#e8f5e9

sequenceDiagram
    participant Tech as Technician
    participant App as Mobile App
    participant API as Backend API
    participant DB as Database
    participant Notify as Notification Service

    Tech->>App: Open app
    App->>API: Sync interventions
    API->>DB: Get today's schedule
    DB-->>API: Interventions
    API-->>App: Display schedule

    Tech->>App: Start navigation
    App->>App: Launch maps

    Tech->>App: Mark arrived
    App->>API: updateStatus(ON_SITE)
    API->>DB: Update intervention
    API->>Notify: Alert customer

    Tech->>App: Start work
    App->>API: updateStatus(IN_PROGRESS)
    App->>App: Start timer

    loop During work
        Tech->>App: Add notes/photos
        App->>API: Upload media
    end

    Tech->>App: Complete intervention
    App->>API: submitCompletion(data)
    API->>DB: Update intervention
    API->>DB: Record parts used
    API->>DB: Update inventory

    App->>App: Generate report
    Tech->>App: Get signature
    App->>API: uploadSignature()

    API-->>App: Completion confirmed

flowchart TD
    subgraph "Before Intervention"
        CHECK_PARTS[Check Required Parts]
        CHECK_PARTS --> INVENTORY{In Stock?}
        INVENTORY -->|Yes| RESERVE[Reserve Parts]
        INVENTORY -->|No| ORDER[Order Parts]
        ORDER --> WAIT[Reschedule When Available]
    end

    subgraph "During Intervention"
        RESERVE --> LOAD[Load in Vehicle]
        LOAD --> USE[Use Parts]
        USE --> RECORD[Record Usage]
    end

    subgraph "After Intervention"
        RECORD --> INVOICE[Add to Invoice]
        INVOICE --> RESTOCK[Trigger Restock]
        RESTOCK --> UPDATE[Update Inventory]
    end

flowchart TD
    INTERVENTION[Intervention Created] --> SLA[Check Contract SLA]

    SLA --> RESPONSE[Response Time SLA]
    SLA --> RESOLUTION[Resolution Time SLA]

    RESPONSE --> TIMER1[Start Response Timer]
    RESOLUTION --> TIMER2[Start Resolution Timer]

    TIMER1 --> CHECK1{Approaching?}
    CHECK1 -->|< 25%| ALERT1[Warning Alert]
    CHECK1 -->|> 25%| MONITOR1[Continue Monitoring]

    TIMER2 --> CHECK2{Approaching?}
    CHECK2 -->|< 25%| ALERT2[Warning Alert]
    CHECK2 -->|> 25%| MONITOR2[Continue Monitoring]

    ALERT1 --> ESCALATE1[Escalate to Manager]
    ALERT2 --> ESCALATE2[Escalate to Manager]

    subgraph "SLA Breach"
        BREACH[SLA Breached]
        BREACH --> LOG[Log Breach]
        BREACH --> NOTIFY[Notify Stakeholders]
        BREACH --> COMPENSATION[Check Compensation]
    end

    style BREACH fill:#ffebee

sequenceDiagram
    participant Tech as Technician
    participant System as System
    participant Finance as Finance System
    participant Customer

    Tech->>System: Submit completion report
    System->>System: Validate report

    System->>System: Calculate charges
    Note over System: Labor + Parts + Travel

    alt Contract Covered
        System->>System: Check contract coverage
        System->>Finance: Record under contract
    else Billable
        System->>Finance: Generate invoice
        Finance->>Customer: Send invoice
    end

    System->>Customer: Send completion summary
    System->>System: Update asset service history
    System->>System: Schedule next maintenance

erDiagram
    INTERVENTION ||--|| INTERVENTION_REPORT : generates

    INTERVENTION_REPORT {
        string id PK
        string interventionId FK
        timestamp arrivalTime
        timestamp departureTime
        int laborMinutes
        text workPerformed
        text customerFeedback
        json partsUsed
        json photos
        string signatureUrl
        enum status
    }

    INTERVENTION_REPORT ||--o{ REPORT_PHOTO : contains
    INTERVENTION_REPORT ||--o{ PART_USAGE : records

    PART_USAGE {
        string id PK
        string reportId FK
        string partId FK
        int quantity
        decimal unitPrice
        decimal totalPrice
    }