# Phase 3: Operational Modules - Context

**Gathered:** 2026-03-05
**Status:** Ready for planning

<domain>
## Phase Boundary

Collectors can log field cash collections and remit to management with a verified audit trail; staff can create support tickets and convert them to job orders; technicians update their assigned work; the system calculates technician compensation per job or monthly salary. Client portal ticket submission is Phase 5. Inventory/expense tracking is Phase 4.

</domain>

<decisions>
## Implementation Decisions

### Collector field collection
- Collector selects subscriber and logs total amount received (lump sum per subscriber)
- System applies FIFO allocation against outstanding invoices — same pattern as existing PaymentService
- No per-invoice selection in the field — keeps collector workflow fast and simple

### Remittance verification
- Independent count model: office staff enters their own counted total
- System compares staff count against collector's logged collections and displays variance
- Collector does NOT declare a remittance total — the logged collections are the collector's side of the ledger

### Variance handling
- Variance is recorded and flagged for review but does NOT block remittance completion
- Remittance completes with the actual counted amount
- Discrepancy tracked separately for management review
- Journal entry posts based on verified (staff-counted) amount

### Daily collection summary
- Summary level: totals per collector (collected, remitted, variance, number of collections)
- Drill-down to per-subscriber detail on click
- Not per-subscriber detail by default — keeps the report scannable

### Ticket creation and sources
- Ticket model supports both staff and subscriber as source types from the start
- Only staff creation UI built in Phase 3 — subscriber self-service portal hooks in Phase 5
- Avoids model rework when Phase 5 adds portal ticket submission

### Ticket categories
- Admin-configurable categories per tenant (not a fixed enum)
- Tenant admin can create, edit, and deactivate ticket categories
- Default seed categories provided at tenant creation (No Connection, Slow Speed, Billing Inquiry, New Installation, Equipment Issue, Other)

### Ticket-to-job-order conversion
- One ticket can have multiple job orders (1:many relationship)
- Covers complex issues needing multiple visits or different skill types
- Each job order tracks independently but rolls up to parent ticket

### Ticket-job status synchronization
- When ALL job orders on a ticket are completed, ticket auto-moves to Resolved
- Staff manually closes ticket after confirming resolution with subscriber
- Two-step: auto-resolve (system) → close (staff confirmation)

### Technician compensation model
- Hybrid model: technician can have base monthly salary PLUS per-job bonuses
- Both components are optional — pure salary, pure per-job, or hybrid all supported
- Admin configures per technician

### Per-job rate structure
- Flat rate per job type (e.g., Installation = ₱500, Repair = ₱300)
- Admin sets rates per job type at the tenant level
- No tiered/distance-based rates — simple and predictable

### Job completion for compensation
- Only jobs with "completed" status count toward per-job compensation
- Cancelled, failed, or in-progress jobs earn nothing
- No partial credit mechanism

### Compensation summary
- Summary level: technician name, total jobs completed, base salary, job bonuses, total compensation
- Drill-down to job-by-job detail (type, date, rate) per technician
- Same drill-down pattern as collector daily summary — consistent report UX

### Claude's Discretion
- Zone/territory data model design
- Ticket priority levels and SLA implementation
- Job order status state machine details
- Exact report query optimization
- Remittance variance threshold for flagging (if any)

</decisions>

<specifics>
## Specific Ideas

- Collector payment logging reuses existing PaymentService FIFO allocation pattern — consistency across payment entry points
- Reports follow summary-with-drill-down pattern throughout (collector summary, compensation summary)
- Ticket categories seeded with ISP-relevant defaults but fully configurable

</specifics>

<deferred>
## Deferred Ideas

None — discussion stayed within phase scope

</deferred>

---

*Phase: 03-operational-modules*
*Context gathered: 2026-03-05*