feat(docs): add 9 Zammad manuals and update tracking

README.md

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 ## 📊 Quadro de Status dos Manuais
 
-> **Status:** `▓▓▓▓▓▓▓▓▓▓▓▓▓▓░░░░░░░░░░░░░░░░` **48%** (85/175)
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@@ -131,13 +134,15 @@ Este repositório contém a documentação técnica da iT Guys, organizada por s
 - [x] [Nível 3] Scripting e Automação Avançada
 
 ### 9. Service Desk (Zammad)
-> **Status:** `░░░░░░░░░░░░░░░░░░░░` **0%** (0/6)
+> **Status:** `▓▓▓▓▓▓▓▓▓▓▓▓▓▓▓▓▓▓▓▓` **100%** (8/8)
-- [ ] [Nível 1] Criação, Classificação e Fusão de Tickets
+- [x] [Nível 1] Criação, Classificação e Fusão de Tickets
-- [ ] [Nível 2] Configuração de Triggers e Automações
+- [x] [Nível 2] Instalação e Deploy (Docker, LXC, Source)
-- [ ] [Nível 2] Gerenciamento de SLAs, Grupos e Roles
+- [x] [Nível 2] Configuração de Triggers e Automações
-- [ ] [Nível 2] Configuração de Canais de Entrada (Email / Chat / Telegram)
+- [x] [Nível 2] Gerenciamento de SLAs, Grupos e Roles
-- [ ] [Nível 3] Integrações via API e Webhooks
+- [x] [Nível 2] Configuração de Canais de Entrada (Email / Chat / Telegram)
-- [ ] [Nível 3] Backup, Restore e Manutenção do Zammad
+- [x] [Nível 3] Planejamento de Infraestrutura e Sizing
+- [x] [Nível 3] Integrações via API e Webhooks
+- [x] [Nível 3] Backup, Restore e Manutenção do Zammad
 
 ### 10. Hardware - Gerenciamento Out-of-Band (OOB)
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documentacao zammad/Nivel_1/man_zammad_ticket_lifecycle.md

@@ -0,0 +1,102 @@
+# MANUAL TÉCNICO - CICLO DE VIDA DO TICKET E TRIAGEM - ZAMMAD
+
+**Código:** ITGSUP 0001/26 | **Classificação:** INTERNO
+**Responsável:** João Pedro Toledo Gonçalves | **Data:** {{DATA_ATUAL}}
+
+## 1. HISTÓRICO DE REVISÃO
+
+| Data | Versão | Descrição | Autor |
+| :--- | :--- | :--- | :--- |
+| {{DATA_ATUAL}} | 1.0 | Criação Inicial | João Pedro Toledo Gonçalves |
+
+## 2. OBJETIVO
+Padronizar o atendimento no Zammad, cobrindo abertura, classificação, uso de tags, fusão de chamados duplicados e encerramento.
+
+## 3. PRÉ-REQUISITOS
+*   [ ] Acesso ao Zammad com perfil de **Agente**.
+*   [ ] Navegador compatível (Chrome/Edge/Firefox).
+
+## 4. PASSO A PASSO (EXECUÇÃO)
+
+### Etapa 1: Abertura de Ticket (Telefone/Manual)
+Para chamados recebidos via telefone ou balcão, o agente deve registrar manualmente.
+
+1.  Clique no botão **+** (Verde) no canto inferior esquerdo.
+2.  Selecione **Nova Ligação** ou **Novo Email**.
+3.  Preencha os campos obrigatórios:
+    *   **Cliente:** Digite o nome ou email (O Zammad buscará no banco).
+    *   **Título:** Resumo curto do problema.
+    *   **Texto:** Descrição detalhada.
+    *   **Grupo:** A fila de atendimento (ex: `Service Desk`, `Infraestrutura`).
+    *   **Proprietário:** Se for atender agora, selecione **seu usuário**. Caso contrário, deixe `-`.
+
+![Tela de Abertura de Ticket](assets/zammad_ticket_creation.png)
+
+### Etapa 2: Classificação e Tags
+A classificação correta garante que as SLAs e automações funcionem.
+
+1.  No painel direito do ticket, ajuste:
+    *   **Prioridade:** `1 baixa`, `2 média` ou `3 alta`.
+    *   **Estado:** `aberto` (em análise), `pendente` (aguardando cliente/fornecedor) ou `fechado`.
+2.  **Uso de Tags (Etiquetas):**
+    *   Digite no campo **Etiquetas** para categorizar o problema.
+    *   **Padrões:** `impressora`, `rede`, `vpn`, `acesso`, `erro_critico`.
+    *   ⚠️ **IMPORTANTE:** Tags são usadas para relatórios mensais. Seja preciso.
+
+### Etapa 3: Fusão de Tickets (Merge)
+Se um usuário abrir vários tickets para o mesmo problema, funda-os para manter o histórico limpo.
+
+1.  Abra o ticket **mais recente** (que será absorvido).
+2.  Clique na aba **Ticket** (topo da janela de edição).
+3.  Selecione **Mudar Cliente / Fundir**.
+4.  Digite o número do ticket **Principal** (o mais antigo).
+5.  Confirme a fusão.
+    *   O ticket atual será fechado e todo o histórico será movido para o ticket Principal.
+
+![Menu de Fusão de Tickets](assets/zammad_ticket_merge.png)
+
+### Etapa 4: Dividir Ticket (Split)
+Se um ticket tratar de dois assuntos diferentes, separe-os.
+
+1.  No ticket original, clique no botão **Split** (ícone de tesoura) próximo à resposta específica.
+2.  Selecione "Mover para novo ticket".
+3.  Defina o novo título e clique em **Enviar**.
+
+## 5. SOLUÇÃO DE PROBLEMAS (TROUBLESHOOTING)
+
+!!! warning "Pânico: O que fazer quando tudo der errado"
+    Instruções para cenários de erro operacional.
+
+**Problema 1: Fusão incorreta (Uni tickets de clientes diferentes)**
+*   **Causa:** Erro humano na seleção do número do ticket principal.
+*   **Solução:**
+    1.  Não há botão "Desfazer" nativo.
+    2.  Use a função **Dividir Ticket** (Split) manualmente nas mensagens que vieram do cliente errado.
+    3.  Mova-as para um novo ticket corrigindo o cliente.
+
+**Problema 2: Cliente duplicado no banco de dados**
+*   **Causa:** Cliente abriu chamado por canais diferentes (Email vs Telegram) sem vinculação.
+*   **Solução:**
+    1.  Acesse **Gerenciar Clientes** (Admin).
+    2.  Busque os dois perfis.
+    3.  Copie o ID secundário e cole no campo "Alias" ou "Email Secundário" do perfil principal.
+    4.  Apague o perfil duplicado (vazio) ou desative-o.
+
+**Problema 3: Ticket "Sumiu" da minha visão**
+*   **Causa:** Filtros de "Minhas Tarefas" ou o ticket foi movido para um Grupo que você não tem acesso.
+*   **Solução:**
+    1.  Use a **Busca Global** (Lupa no topo) e digite o número do ticket ou nome do cliente.
+    2.  Se não tiver acesso, aparecerá "Acesso Negado". Solicite ao Admin do grupo.
+
+## 6. DADOS TÉCNICOS
+
+| Campo | Valor | Descrição |
+| :--- | :--- | :--- |
+| **Tags Proibidas** | `urgente`, `socorro` | Não use tags subjetivas. Use Prioridade. |
+| **Timeout de Edição** | 30 min | O Zammad avisa se outro agente estiver editando. |
+| **Upload Limite** | 10 MB | Limite padrão de anexo por ticket. |
+
+## 7. VALIDAÇÃO FINAL
+- [ ] O ticket foi criado com o cliente correto?
+- [ ] O Grupo e Proprietário estão definidos?
+- [ ] Tags foram adicionadas conforme o assunto?

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documentacao zammad/Nivel_2/man_zammad_canais_entrada.md

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+# MANUAL TÉCNICO - CANAIS DE ENTRADA (EMAIL/CHAT/TELEGRAM) - ZAMMAD
+
+**Código:** ITGINF 0005/26 | **Classificação:** INTERNO
+**Responsável:** João Pedro Toledo Gonçalves | **Data:** {{DATA_ATUAL}}
+
+## 1. HISTÓRICO DE REVISÃO
+
+| Data | Versão | Descrição | Autor |
+| :--- | :--- | :--- | :--- |
+| {{DATA_ATUAL}} | 1.0 | Criação Inicial | João Pedro Toledo Gonçalves |
+
+## 2. OBJETIVO
+Centralizar canais de comunicação. Configurar Email (M365/Google), Telegram Bot e Widget de Chat no site.
+
+## 3. PRÉ-REQUISITOS
+*   [ ] Conta Microsoft 365 ou Google Admin (para Email).
+*   [ ] Conta Telegram (para Bot).
+*   [ ] Acesso ao HTML do site da empresa (para Chat).
+
+## 4. PASSO A PASSO (EXECUÇÃO)
+
+### Etapa 1: Email (Microsoft 365)
+Zammad recomenda OAuth2 (mais seguro que IMAP/SMTP puro).
+
+1.  Acesse **Admin** > **Canais** > **Microsoft 365**.
+2.  Clique em **Adicionar Conta**.
+3.  Faça login com a conta de email do suporte (ex: `suporte@empresa.com`).
+4.  Aceite as permissões do App Enterprise.
+5.  No Zammad, defina:
+    *   **Grupo de Destino:** `Service Desk`.
+    *   **Pasta:** `Inbox`.
+    *   **Manter mensagens no servidor:** `Não` (O Zammad deve deletar após importar para não encher a caixa).
+
+### Etapa 2: Telegram Bot
+Permita que clientes abram chamados enviando msg no Telegram.
+
+1.  No seu Telegram, chame o **@BotFather**.
+2.  Envie `/newbot`.
+3.  Escolha o nome e user (ex: `EmpresaSuporteBot`).
+4.  Copie o **API Token** gerado (ex: `123456:ABC-DEF1234ghIkl-zyx57W2v1u123ew11`).
+5.  No Zammad: **Admin** > **Canais** > **Telegram**.
+6.  Cole o Token e configure o Grupo de Entrada.
+7.  Envie uma mensagem de "Oi" para o Bot e veja o ticket aparecer.
+
+![Integration Telegram](assets/zammad_telegram_integr.png)
+
+### Etapa 3: Widget de Chat
+Botão flutuante para seu site.
+
+1.  Acesse **Admin** > **Canais** > **Chat**.
+2.  Ative o canal.
+3.  Copie o código JavaScript fornecido no final da página.
+4.  Cole no `<body>` do seu site institucional ou WordPress.
+5.  **Funcionamento:** O chat só aparece "Online" se um agente estiver com a aba do Zammad aberta e o botão "Chat" (no topo) ativado.
+
+## 5. SOLUÇÃO DE PROBLEMAS (TROUBLESHOOTING)
+
+!!! warning "Pânico: Canal Parou"
+    Clientes reclamam que mandam email e nada acontece.
+
+**Problema 1: Email fetching parou (Token Expirado)**
+*   **Causa:** O Token OAuth2 do Microsoft 365 expirou ou a senha mudou.
+*   **Solução:**
+    1.  Vá em **Canais** > **Microsoft 365**.
+    2.  Se houver erro vermelho, clique em **Re-autenticar**.
+
+**Problema 2: Telegram não cria tickets**
+*   **Causa:** Webhook falhou. O Zammad precisa ser HTTPS público.
+*   **Solução:**
+    1.  Se o Zammad for interno (LAN), o Telegram não consegue entregar a mensagem.
+    2.  Use um Proxy Reverso com SSL válido (LetsEncrypt).
+
+**Problema 3: Email Microsoft bloqueado (Auth Error)**
+*   **Causa:** "Authenticated SMTP" desativado no Tenant.
+*   **Solução:**
+    1.  Admin do M365 deve ir no usuário > **Mail** > **Manage email apps**.
+    2.  Marcar **Authenticated SMTP**.
+
+## 6. DADOS TÉCNICOS
+
+| Canal | Protocolo | Notas |
+| :--- | :--- | :--- |
+| **Email** | IMAPS/SMTP (OAuth) | Limite de anexo 10MB (ajustável). |
+| **Telegram** | HTTPS Webhook | Não suporta anexos > 20MB. |
+| **Chat** | WebSocket | Requer porta 80/443 liberada. |
+
+## 7. VALIDAÇÃO FINAL
+- [ ] Envie um email externo e cronometre quanto tempo leva para virar ticket (Média: 1-2 min).
+- [ ] Mande mensagem no Telegram e verifique a criação instantânea.

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documentacao zammad/Nivel_2/man_zammad_groups_roles.md

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+# MANUAL TÉCNICO - GESTÃO DE GRUPOS E PAPÉIS (ROLES) - ZAMMAD
+
+**Código:** ITGINF 0002/26 | **Classificação:** INTERNO
+**Responsável:** João Pedro Toledo Gonçalves | **Data:** {{DATA_ATUAL}}
+
+## 1. HISTÓRICO DE REVISÃO
+
+| Data | Versão | Descrição | Autor |
+| :--- | :--- | :--- | :--- |
+| {{DATA_ATUAL}} | 1.0 | Criação Inicial | João Pedro Toledo Gonçalves |
+
+## 2. OBJETIVO
+Gerenciar permissões de acesso (Roles) e filas de atendimento (Grupos) para segregar departamentos e níveis de suporte.
+
+## 3. PRÉ-REQUISITOS
+*   [ ] Acesso Admin ao Zammad.
+
+## 4. PASSO A PASSO (EXECUÇÃO)
+
+### Etapa 1: Criação de Grupos (Filas)
+Grupos são como "pastas" ou "filas" onde os tickets residem (ex: Suporte, Vendas, Infra).
+
+1.  Acesse **Admin** > **Gerenciar** > **Grupos**.
+2.  Clique em **Novo Grupo**.
+3.  Preencha:
+    *   **Nome:** Identificação clara (ex: `Nivel_2_Infra`).
+    *   **Atribuição Timeout:** Tempo até o ticket ser desatribuído se o agente não interagir (ex: `60 min`).
+    *   **Email-Address:** Email de saída padrão para este grupo (opcional).
+4.  **Enviar**.
+
+![Tela de Criação de Grupo](assets/zammad_create_group.png)
+
+### Etapa 2: Definição de Papéis (Roles)
+Roles definem O QUE o usuário pode fazer (Ler, Criar, Editar) em quais Grupos.
+
+1.  Acesse **Admin** > **Gerenciar** > **Papéis**.
+2.  Clique em **Novo Papel** (ou edite o `Agent`).
+3.  Na matriz de permissões:
+    *   Selecione os Grupos que esse papel pode acessar.
+    *   **Níveis de Acesso:**
+        *   `read`: Apenas ver.
+        *   `create`: Abrir tickets no grupo.
+        *   `change`: Editar/Mover tickets.
+        *   `overview`: Ver na listagem geral.
+        *   `full`: Tudo acima.
+
+### Etapa 3: Associar Agentes a Papéis
+1.  Acesse **Admin** > **Gerenciar** > **Usuários**.
+2.  Busque o agente.
+3.  Na seção **Papéis**, marque os papéis desejados (ex: `Agent`, `Admin`, `Gerente_Vendas`).
+4.  **Enviar**.
+
+## 5. SOLUÇÃO DE PROBLEMAS (TROUBLESHOOTING)
+
+!!! warning "Pânico: Acesso Negado"
+    Erros de permissão são comuns após criar novos grupos.
+
+**Problema 1: Agente não vê tickets de um novo grupo**
+*   **Causa:** O Grupo foi criado, mas o Papel `Agent` não recebeu permissão automática sobre ele.
+*   **Solução:**
+    1.  Vá em **Papéis** > `Agent`.
+    2.  Localize o novo grupo na lista e marque `full` (ou o acesso desejado).
+    3.  A alteração é imediata, peça F5 ao agente.
+
+**Problema 2: Usuário recebe emails de todos os grupos**
+*   **Causa:** Configuração de notificação pessoal.
+*   **Solução:**
+    1.  O próprio agente deve ir em **Avatar** > **Perfil** > **Notificações**.
+    2.  Desmarcar grupos que não deseja monitorar ou limitar a "Meus tickets".
+
+## 6. DADOS TÉCNICOS
+
+| Role Padrão | Descrição |
+| :--- | :--- |
+| **Admin** | Acesso total às configurações. |
+| **Agent** | Atende chamados. Permissões dependem da config de Grupo. |
+| **Customer** | Apenas abre e vê seus próprios tickets. |
+
+## 7. VALIDAÇÃO FINAL
+- [ ] O novo grupo aparece na lista de abertura de tickets?
+- [ ] O agente consegue visualizar e assumir tickets do novo grupo?

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documentacao zammad/Nivel_2/man_zammad_installation_deploy.md

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+# MANUAL TÉCNICO - INSTALAÇÃO E DEPLOY ZAMMAD - DOCKER/LXC
+
+**Código:** ITGINF 0001/26 | **Classificação:** INTERNO
+**Responsável:** João Pedro Toledo Gonçalves | **Data:** {{DATA_ATUAL}}
+
+## 1. HISTÓRICO DE REVISÃO
+
+| Data | Versão | Descrição | Autor |
+| :--- | :--- | :--- | :--- |
+| {{DATA_ATUAL}} | 1.0 | Criação Inicial | João Pedro Toledo Gonçalves |
+
+## 2. OBJETIVO
+Documentar os dois métodos homologados de instalação do Zammad: Container (Docker) e Sistema Operacional (LXC/VM debian).
+
+## 3. PRÉ-REQUISITOS
+*   [ ] Servidor Linux (Debian 11/12 ou Ubuntu 22.04).
+*   [ ] Mínimo 4GB RAM (Recomendado 8GB).
+*   [ ] Acesso Root/Sudo.
+*   [ ] DNS configurado para o domínio do helpdesk (ex: `suporte.itguys.com`).
+
+## 4. PASSO A PASSO (EXECUÇÃO)
+
+### Opção A: Docker Compose (Recomendado)
+A instalação via Docker é a mais limpa e fácil de manter.
+
+**Etapa 1: Preparação do Host**
+O Elasticsearch exige uma configuração específica de memória virtual.
+
+1.  Acesse o servidor via SSH.
+2.  Execute o comando para ajuste persistente:
+    ```bash
+    sysctl -w vm.max_map_count=262144
+    echo "vm.max_map_count=262144" >> /etc/sysctl.conf
+    ```
+
+**Etapa 2: Clonar Repositório e Configurar**
+1.  Baixe o repositório oficial:
+    ```bash
+    git clone https://github.com/zammad/zammad-docker-compose.git
+    cd zammad-docker-compose
+    ```
+2.  Defina a versão (Tag) mais recente estável (Evite `latest` em produção):
+    ```bash
+    git checkout 6.2.0-15 # Exemplo, verifique a última no Github
+    ```
+3.  Ajuste o arquivo `.env`:
+    ```bash
+    cp .env.dist .env
+    nano .env
+    ```
+    *   Altere `ELASTICSEARCH_MEMORY` para `2G` se tiver pouca RAM.
+    *   Altere passwords do Postgres se necessário.
+
+**Etapa 3: Iniciar Stack**
+1.  Suba os containers:
+    ```bash
+    docker compose up -d
+    ```
+2.  Aguarde cerca de 5 minutos (Iniciação do Rails e Elasticsearch).
+3.  Acesse `http://SEU_IP:8080`.
+
+![Terminal Install Docker](assets/zammad_install_docker.png)
+
+---
+
+### Opção B: Instalação em LXC/VM (Pacote .deb)
+Ideal para Proxmox containers (LXC) onde Docker não é desejado.
+
+**Etapa 1: Dependências e Locales**
+1.  Defina o locale para UTF-8 (Crítico para PostgreSQL):
+    ```bash
+    localectl set-locale LANG=en_US.UTF-8
+    update-locale
+    ```
+2.  Adicione o repositório oficial do Zammad:
+    ```bash
+    curl -fsSL https://dl.packager.io/srv/zammad/zammad/key | gpg --dearmor | tee /etc/apt/trusted.gpg.d/pkgr-zammad.gpg > /dev/null
+    echo "deb https://dl.packager.io/srv/zammad/zammad/stable/debian 12 main" | tee /etc/apt/sources.list.d/zammad.list
+    ```
+
+**Etapa 2: Instalação do Pacote**
+1.  Instale o Zammad (Isso trará Nginx, Elasticsearch e PostgreSQL automaticamente):
+    ```bash
+    apt update
+    apt install zammad
+    ```
+2.  O instalador pedirá configurações básicas. Siga os prompts.
+
+**Etapa 3: Configuração do Elasticsearch**
+1.  Instale o plugin mapper-attachments:
+    ```bash
+    /usr/share/elasticsearch/bin/elasticsearch-plugin install ingest-attachment
+    systemctl restart elasticsearch
+    ```
+2.  Conecte o Zammad ao Elastic:
+    ```bash
+    zammad run rails r "Setting.set('es_url', 'http://localhost:9200')"
+    zammad run rake searchindex:rebuild
+    ```
+
+## 5. SOLUÇÃO DE PROBLEMAS (TROUBLESHOOTING)
+
+!!! warning "Pânico: Instalação Falhou"
+    Erros comuns durante o deploy inicial.
+
+**Problema 1: Elasticsearch morre após segundos (Docker)**
+*   **Erro:** Logs mostram `max virtual memory areas vm.max_map_count [65530] is too low`.
+*   **Causa:** Esqueceu a Etapa 1 do Docker.
+*   **Solução:** Rode `sysctl -w vm.max_map_count=262144` no **HOST** (não no container) e reinicie a stack.
+
+**Problema 2: Erro 502 Bad Gateway no Nginx**
+*   **Causa:** O container `zammad-railsserver` ainda está iniciando ou falhou.
+*   **Solução:**
+    1.  Verifique logs: `docker compose logs -f zammad-railsserver`.
+    2.  Se estiver "Booting...", aguarde. Pode levar 5-10 min na primeira vez.
+
+**Problema 3: Instalação via Pacote falha no PostgreSQL**
+*   **Causa:** Locale incorreto (não UTF-8).
+*   **Solução:**
+    1.  Rode `localectl` e garanta que está tudo UTF-8.
+    2.  Se falhar, purgue o pgsql: `apt remove --purge postgresql*` e tente de novo.
+
+## 6. DADOS TÉCNICOS
+
+| Serviço | Porta Interna | Porta Externa (Padrão) |
+| :--- | :--- | :--- |
+| **Nginx** | 8080 | 8080 (Docker) / 80 (Pkg) |
+| **PostgreSQL** | 5432 | Não exposta |
+| **Elasticsearch**| 9200 | Não exposta |
+| **Memcached** | 11211 | Não exposta |
+
+## 7. VALIDAÇÃO FINAL
+- [ ] A interface web carrega sem erros?
+- [ ] O comando `zammad run rails r "p Setting.get('es_url')"` retorna a URL correta?
+- [ ] O ElasticSearch está com status verde/amarelo? (`curl localhost:9200/_cluster/health`)

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documentacao zammad/Nivel_2/man_zammad_slas_escalations.md

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+# MANUAL TÉCNICO - GESTÃO DE SLAS E ESCALONAMENTOS - ZAMMAD
+
+**Código:** ITGINF 0003/26 | **Classificação:** INTERNO
+**Responsável:** João Pedro Toledo Gonçalves | **Data:** {{DATA_ATUAL}}
+
+## 1. HISTÓRICO DE REVISÃO
+
+| Data | Versão | Descrição | Autor |
+| :--- | :--- | :--- | :--- |
+| {{DATA_ATUAL}} | 1.0 | Criação Inicial | João Pedro Toledo Gonçalves |
+
+## 2. OBJETIVO
+Configurar Acordos de Nível de Serviço (SLA) para garantir tempos de resposta e solução, configurando calendários e regras de escalonamento.
+
+## 3. PRÉ-REQUISITOS
+*   [ ] Grupos criados.
+*   [ ] Definição do horário de expediente (ex: 08h-18h).
+
+## 4. PASSO A PASSO (EXECUÇÃO)
+
+### Etapa 1: Criar Calendário (Horário de Trabalho)
+O SLA só conta durante o horário comercial definido no calendário.
+
+1.  Acesse **Admin** > **Gerenciar** > **Calendários**.
+2.  Clique em **Novo Calendário**.
+3.  Nome: `Comercial Padrao`.
+4.  Fuso Horário: `America/Sao_Paulo`.
+5.  Defina os horários (ex: Seg-Sex, 08:00 às 18:00).
+6.  **Feriados:** Importe ou adicione feriados manualmente para pausar o SLA nessas datas.
+
+![Configuração de Calendário](assets/zammad_calendar_setup.png)
+
+### Etapa 2: Configurar SLA
+1.  Acesse **Admin** > **Gerenciar** > **SLAs**.
+2.  Clique em **Novo SLA**.
+3.  **Filtrar por:** Escolha as condições (ex: `Grupo` é `Service Desk` E `Prioridade` é `3 alta`).
+4.  **Tempos (em horas/minutos):**
+    *   **Tempo de primeira resposta:** Meta para o agente dizer "Olá".
+    *   **Tempo de atualização:** Meta para responder ao cliente após uma réplica.
+    *   **Tempo de solução:** Meta para fechar o ticket.
+5.  **Calendário:** Selecione o `Comercial Padrao`.
+
+### Etapa 3: Visualizar Escalonamentos
+Quando um SLA vence, o ticket fica vermelho ("escalated").
+
+1.  Crie uma **Visão Geral** (Overview) para tickets escalados:
+    *   Acesse **Admin** > **Gerenciar** > **Visões Gerais**.
+    *   Condição: `Escalation at` `before (absolute)` `now`.
+    *   Isso mostrará todos os tickets estourados em tempo real.
+
+## 5. SOLUÇÃO DE PROBLEMAS (TROUBLESHOOTING)
+
+!!! warning "Pânico: SLA não funciona"
+    O relógio do SLA está errado ou não aparece?
+
+**Problema 1: SLA não aplicou no ticket**
+*   **Causa:** As condições do SLA não bateram com o ticket.
+*   **Exemplo:** O SLA exige `Prioridade 3`, mas o ticket é `Prioridade 2`.
+*   **Solução:** Abra o ticket e verifique seus atributos. O Zammad recalcula o SLA instantaneamente ao salvar.
+
+**Problema 2: SLA contando no fim de semana**
+*   **Causa:** Calendário não vinculado ou mal configurado.
+*   **Solução:**
+    1.  Vá na config do SLA e garanta que o **Calendário** correto está selecionado (padrão é 24/7 se vazio).
+
+**Problema 3: "Tempo de solução" não reseta**
+*   **Conceito:** O SLA de solução conta desde a CRIAÇÃO do ticket. Ele não reseta a cada resposta. Apenas o "Tempo de Atualização" reseta.
+
+## 6. DADOS TÉCNICOS
+
+| Tipo SLA | Definição |
+| :--- | :--- |
+| **First Response** | Tempo até o primeiro artigo público do agente. |
+| **Update Time** | Tempo até o agente responder uma réplica do cliente. |
+| **Solution Time** | Tempo até o estado mudar para Closed. |
+
+## 7. VALIDAÇÃO FINAL
+- [ ] Crie um ticket de teste que atenda aos filtros do SLA.
+- [ ] Verifique se o painel lateral mostra "SLA in X minutes".

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documentacao zammad/Nivel_2/man_zammad_triggers_automation.md

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+# MANUAL TÉCNICO - AUTOMAÇÕES E TRIGGERS - ZAMMAD
+
+**Código:** ITGINF 0004/26 | **Classificação:** INTERNO
+**Responsável:** João Pedro Toledo Gonçalves | **Data:** {{DATA_ATUAL}}
+
+## 1. HISTÓRICO DE REVISÃO
+
+| Data | Versão | Descrição | Autor |
+| :--- | :--- | :--- | :--- |
+| {{DATA_ATUAL}} | 1.0 | Criação Inicial | João Pedro Toledo Gonçalves |
+
+## 2. OBJETIVO
+Automatizar tarefas repetitivas usando Triggers (baseados em eventos) e Scheduler (baseados em tempo) para aumentar a eficiência do Service Desk.
+
+## 3. PRÉ-REQUISITOS
+*   [ ] Acesso Admin.
+
+## 4. PASSO A PASSO (EXECUÇÃO)
+
+### Diferença Crítica
+*   **Trigger (Gatilho):** Dispara IMEDIATAMENTE quando um ticket é criado ou atualizado (ex: Cliente mandou email -> Enviar auto-resposta).
+*   **Scheduler (Automação):** Roda num cronograma (ex: A cada 1 hora, verifique tickets pendentes há 3 dias e feche).
+
+### Etapa 1: Criar um Trigger (Ex: Auto-resposta)
+1.  Acesse **Admin** > **Gerenciar** > **Gatilhos**.
+2.  Clique em **Novo Gatilho**.
+3.  **Nome:** `Auto Resposta - Criacao`.
+4.  **Condições:**
+    *   `Action` é `created`.
+    *   `Sender` é `Customer`.
+5.  **Executar modificações:**
+    *   `Email` -> `Public` -> (Escreva o template de "Recebemos seu chamado...").
+6.  **Enviar**.
+
+![Configuração de Trigger](assets/zammad_trigger_setup.png)
+
+### Etapa 2: Criar uma Automação (Ex: Fechar tickets órfãos)
+Limpar tickets que o cliente não respondeu.
+
+1.  Acesse **Admin** > **Gerenciar** > **Agendador** (Scheduler).
+2.  Clique em **Novo Agendador**.
+3.  **Nome:** `Fechar Pendentes > 5 dias`.
+4.  **Agendamento:** Executar Seg-Sex às 07:00.
+5.  **Condições:**
+    *   `Estado` é `pendente`.
+    *   `Último contato` `antes (relativo)` `5 dias`.
+6.  **Ações:**
+    *   `Estado` -> `fechado`.
+    *   `Nota` -> `Internal` -> "Fechado automaticamente por inatividade.".
+
+### Etapa 3: Auto-Assign (Atribuição Automática)
+Evitar que tickets fiquem sem dono.
+
+1.  Crie um Trigger.
+2.  **Condições:** `Texto` contém `impressora` E `Grupo` é `Service Desk`.
+3.  **Ações:** `Proprietário` -> `Tecnico de Impressoras` (Escolha o usuário).
+
+## 5. SOLUÇÃO DE PROBLEMAS (TROUBLESHOOTING)
+
+!!! warning "Pânico: Loop ou Falha de Execução"
+    Minha automação não funciona ou funciona demais!
+
+**Problema 1: Trigger não dispara**
+*   **Causa:** Ordem de execução. O Zammad processa triggers de cima para baixo.
+*   **Debug:**
+    1.  Verifique se um trigger ACIMA tem a opção "Stop processing tristate" (Parar processamento) marcada? Se sim, nenhum abaixo dele roda.
+
+**Problema 2: Loop de Email (Auto-resposta infinita)**
+*   **Causa:** Dois sistemas (Zammad e outro helpdesk) ficam trocando "Recebemos seu ticket".
+*   **Solução:**
+    1.  Adicione a condição no Trigger: `Título` *não contém* `[Ticket#`.
+    2.  O Zammad tem proteção nativa, mas filtros de texto ajudam.
+
+**Problema 3: Automação fechou tickets errados**
+*   **Causa:** Condição de tempo mal calculada.
+*   **Solução:**
+    1.  Use o botão **Preview** (Lupa) na configuração do Agendador ANTES de salvar. Ele mostra exatamente quais tickets seriam afetados AGORA.
+
+## 6. DADOS TÉCNICOS
+
+| Recurso | Frequência Padrão |
+| :--- | :--- |
+| **Scheduler** | A cada 10-15 minutos (background job). |
+| **Trigger** | Real-time (Transaction based). |
+
+## 7. VALIDAÇÃO FINAL
+- [ ] O trigger de auto-resposta chega para o cliente?
+- [ ] A automação de fechamento aparece nos logs do ticket (`Agendador` mudou estado)?

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documentacao zammad/Nivel_3/man_zammad_api_integrations.md

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+# MANUAL TÉCNICO - API E INTEGRAÇÕES - ZAMMAD
+
+**Código:** ITGENG 0002/26 | **Classificação:** INTERNO
+**Responsável:** João Pedro Toledo Gonçalves | **Data:** {{DATA_ATUAL}}
+
+## 1. HISTÓRICO DE REVISÃO
+
+| Data | Versão | Descrição | Autor |
+| :--- | :--- | :--- | :--- |
+| {{DATA_ATUAL}} | 1.0 | Criação Inicial | João Pedro Toledo Gonçalves |
+
+## 2. OBJETIVO
+Utilizar a REST API do Zammad para integrações com sistemas externos (CRM, ERP) e configurar Webhooks de saída.
+
+## 3. PRÉ-REQUISITOS
+*   [ ] Token de Acesso (Gerado no Perfil do Usuário).
+*   [ ] Conhecimento de JSON/HTTP ou `curl`.
+
+## 4. PASSO A PASSO (EXECUÇÃO)
+
+### Etapa 1: Gerar Token de Acesso
+1.  Clique no seu Avatar > **Perfil** > **Token de Acesso**.
+2.  Clique em **Criar Token**.
+3.  Nome: `Integracao ERP`.
+4.  Permissões: Marque apenas o necessário (ex: `ticket.create`, `user.check`).
+5.  **Copie o Token agora.** Ele não será mostrado novamente.
+
+### Etapa 2: Usar a API (Exemplos)
+
+**Endpoint Base:** `https://seu-zammad.com/api/v1`
+
+**A. Criar um Ticket (CURL)**
+```bash
+curl -X POST -H "Authorization: Token token=SEU_TOKEN" \
+-H "Content-Type: application/json" \
+--data '{
+  "title": "Ajuda com Impressora",
+  "group": "Service Desk",
+  "customer": "email@cliente.com",
+  "article": {
+    "subject": "Socorro",
+    "body": "Impressora pegou fogo",
+    "type": "note",
+    "internal": false
+  }
+}' \
+https://zammad.local/api/v1/tickets
+```
+
+**B. Buscar Usuário por Email**
+```bash
+curl -H "Authorization: Token token=SEU_TOKEN" \
+https://zammad.local/api/v1/users/search?query=email:joao@itguys.com
+```
+
+### Etapa 3: Webhooks (Saída)
+Notificar sistema externo (ex: Slack, Discord, n8n) quando algo acontece no Zammad.
+
+1.  Acesse **Admin** > **Gerenciar** > **Gatilhos**.
+2.  Crie um novo Gatilho.
+3.  **Condição:** (ex: Ticket Priority mudou para 3 High).
+4.  **Ação:** `Webhook`.
+5.  **Endpoint:** URL do seu n8n/Slack.
+6.  **Método:** `POST`.
+7.  **Custom Payload (JSON):**
+    ```json
+    {
+      "ticket_id": "#{ticket.id}",
+      "title": "#{ticket.title}",
+      "state": "#{ticket.state}"
+    }
+    ```
+
+## 5. SOLUÇÃO DE PROBLEMAS (TROUBLESHOOTING)
+
+!!! warning "Pânico: Integração Quebrou"
+    Erros de Autenticação e Payload.
+
+**Problema 1: Erro 401 Unauthorized**
+*   **Causa:** Token inválido ou cabeçalho mal formatado.
+*   **Solução:** O header deve ser EXATAMENTE `Authorization: Token token=XYZ`. Cuidado com espaços extras.
+
+**Problema 2: Erro 422 Unprocessable Entity**
+*   **Causa:** JSON inválido ou campo obrigatório faltando (ex: `group` incorreto).
+*   **Solução:** Verifique se o nome do `group` existe exatamente como escrito.
+
+**Problema 3: Rate Limiting**
+*   **Nota:** O Zammad não documenta um rate limit fixo, mas abusos travam o Webserver. Use intervalos de 1s entre requests em scripts de lote.
+
+## 6. DADOS TÉCNICOS
+
+| Recurso | Info |
+| :--- | :--- |
+| **Doc Oficial** | `docs.zammad.org/en/latest/api/intro.html` |
+| **Auth** | Bearer Token ou HTTP Basic (User/Pass). |
+| **Paginação** | Parâmetros `?page=1&per_page=10`. |
+
+## 7. VALIDAÇÃO FINAL
+- [ ] O comando CURL de teste criou um ticket?
+- [ ] O Webhook disparou para o endpoint de teste (Use `webhook.site` para testar)?

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documentacao zammad/Nivel_3/man_zammad_infrastructure_planning.md

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+# MANUAL TÉCNICO - PLANEJAMENTO DE INFRAESTRUTURA E SIZING - ZAMMAD
+
+**Código:** ITGENG 0001/26 | **Classificação:** INTERNO
+**Responsável:** João Pedro Toledo Gonçalves | **Data:** {{DATA_ATUAL}}
+
+## 1. HISTÓRICO DE REVISÃO
+
+| Data | Versão | Descrição | Autor |
+| :--- | :--- | :--- | :--- |
+| {{DATA_ATUAL}} | 1.0 | Criação Inicial | João Pedro Toledo Gonçalves |
+
+## 2. OBJETIVO
+Definir especificações de hardware e ajustes de kernel para garantir performance do Zammad (particularmente do Elasticsearch e PostgreSQL).
+
+## 3. PRÉ-REQUISITOS
+*   [ ] Conhecimento de Virtualização ou Docker.
+
+## 4. DADOS TÉCNICOS E SIZING
+
+### Tabela de Sizing (Recomendação iT Guys)
+
+| Usuários Simultâneos | Tickets/Dia | CPU (vCores) | RAM (Total) | RAM (Elastic) | Disco (NVMe) |
+| :--- | :--- | :--- | :--- | :--- | :--- |
+| **Pequeno (Até 5)** | < 50 | 2 vCores | 6 GB | 1 GB | 40 GB |
+| **Médio (Até 20)** | 50-200 | 4 vCores | 8 GB | 2 GB | 80 GB |
+| **Grande (Até 50)** | 200-1000 | 8 vCores | 16 GB | 4 GB | 160 GB |
+| **Enterprise (> 50)** | > 1000 | 16 vCores | 32 GB | 8 GB | 500 GB |
+
+!!! warning "Atenção: Elasticsearch é Faminto"
+    O Zammad pode rodar com 4GB, mas sofrerá OOM Kills se o Elastic não for limitado.
+
+### Ajustes Críticos de Kernel (Host)
+Para qualquer instalação (Docker ou Package), o Host deve ter:
+
+```bash
+# Aumentar contagem de mapas de memória (Obrigatório para Elastic)
+sysctl -w vm.max_map_count=262144
+
+# Aumentar limite de conexões
+sysctl -w net.core.somaxconn=1024
+```
+
+### Configuração de Postgres (Tuning)
+Em ambientes com muitos agentes, o padrão de conexões (100) pode esgotar.
+
+*   Arquivo: `postgresql.conf`
+*   Parâmetro: `max_connections`
+*   Cálculo: `Agentes x 3 + Scheduler + Webserver`
+    *   Recomendado: **200** para ambientes Médios.
+
+## 5. SOLUÇÃO DE PROBLEMAS (TROUBLESHOOTING)
+
+!!! warning "Pânico: Lentidão Extrema"
+    O sistema não cai, mas demora 10s para abrir um ticket.
+
+**Problema 1: CPU em 100% constante (Indexing)**
+*   **Causa:** O Elasticsearch está reconstruindo o índice ou sofrendo GC (Garbage Collection).
+*   **Diagnóstico:**
+    ```bash
+    curl localhost:9200/_cluster/health?pretty
+    ```
+    Se estiver `red`, ele está falhando. Se `yellow` com `relocating_shards`, está trabalhando.
+
+**Problema 2: Zammad lento na busca**
+*   **Causa:** Disco magnético (HDD).
+*   **Solução:** O Zammad EXIGE Baixa Latência de IO. Mova para **SSD/NVMe**.
+
+**Problema 3: Erro 502 frequente**
+*   **Causa:** O Puma (Rails Server) está reiniciando por falta de RAM.
+*   **Log:** `dmesg | grep -i kill` (Procure por `OOMKiller`).
+*   **Solução:** Adicione Swap ou aumente a RAM da VM.
+
+## 6. VALIDAÇÃO DE PERFORMANCE
+- [ ] O tempo de carregamento do Dashboard é < 2 segundos?
+- [ ] A busca de tickets retorna resultados em < 1 segundo?

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documentacao zammad/Nivel_3/man_zammad_maintenance_backup.md

@@ -0,0 +1,106 @@
+# MANUAL TÉCNICO - MANUTENÇÃO, BACKUP E RESTORE - ZAMMAD
+
+**Código:** ITGENG 0003/26 | **Classificação:** CRÍTICO
+**Responsável:** João Pedro Toledo Gonçalves | **Data:** {{DATA_ATUAL}}
+
+## 1. HISTÓRICO DE REVISÃO
+
+| Data | Versão | Descrição | Autor |
+| :--- | :--- | :--- | :--- |
+| {{DATA_ATUAL}} | 1.0 | Criação Inicial | João Pedro Toledo Gonçalves |
+
+## 2. OBJETIVO
+Garantir a continuidade do negócio através de rotinas de Backup, procedimentos de Atualização e Plano de Restore (Disaster Recovery).
+
+## 3. PRÉ-REQUISITOS
+*   [ ] Acesso Root ao servidor.
+*   [ ] Downtime agendado (para Restore).
+
+## 4. PASSO A PASSO (EXECUÇÃO)
+
+### Etapa 1: Rotina de Backup (Docker)
+O Zammad via Docker não tem backup automático nativo no cron do host, você deve criar um script.
+
+1.  Crie o script `/opt/zammad-docker-compose/backup.sh`:
+    ```bash
+    #!/bin/bash
+    cd /opt/zammad-docker-compose
+    docker compose exec zammad-railsserver /usr/local/bin/zammad-backup
+    # Os arquivos ficarão em /var/tmp/zammad (dentro do volume)
+    # Mova para o host:
+    timestamp=$(date +%Y-%m-%d)
+    docker cp $(docker compose ps -q zammad-railsserver):/var/tmp/zammad_backup_${timestamp}.tar.gz /mnt/backup/
+    ```
+2.  Adicione ao Crontab (`crontab -e`):
+    ```bash
+    0 2 * * * /opt/zammad-docker-compose/backup.sh
+    ```
+
+### Etapa 2: Rotina de Backup (Pacote)
+Instalações via pacote já possuem script nativo.
+
+1.  Edite a config:
+    ```bash
+    zammad run rails r "Setting.set('backup_dir', '/mnt/backup_externo')"
+    ```
+2.  Verifique o Cron:
+    ```bash
+    /etc/cron.d/zammad
+    ```
+
+### Etapa 3: Procedimento de Restore
+⚠️ **PERIGO:** Isso apaga os dados atuais.
+
+**Para Docker:**
+1.  Pare o serviço: `docker compose stop`.
+2.  Limpe o banco (se necessário) ou suba um ambiente limpo.
+3.  Coloque o arquivo `.tar.gz` do backup na pasta mapeada.
+4.  Execute:
+    ```bash
+    docker compose exec zammad-railsserver /usr/local/bin/zammad-restore /path/to/backup_file
+    ```
+5.  Reinicie: `docker compose start`.
+
+### Etapa 4: Atualização de Versão (Update)
+**Docker:**
+1.  Edite o `.env` ou `docker-compose.yml` mudando a Tag da versão (ex: `6.1` para `6.2`).
+2.  Pull e Up:
+    ```bash
+    docker compose pull
+    docker compose up -d
+    ```
+    *   O container cuidará das migrações de banco (db:migrate).
+
+## 5. SOLUÇÃO DE PROBLEMAS (TROUBLESHOOTING)
+
+!!! warning "Pânico: Restore Falhou"
+    O backup não sobe ou o sistema quebrou após update.
+
+**Problema 1: Versão do PostgreSQL incompatível no Restore**
+*   **Erro:** `pg_restore: [archiver] unsupported version (1.14) of input file`.
+*   **Causa:** Você fez backup num Postgres 15 e tentou restaurar num Postgres 12.
+*   **Solução:** O ambiente de destino DEVE ter a mesma versão ou superior do Banco de Dados. Atualize o Docker do Postgres.
+
+**Problema 2: "Migrations Pending" após Update**
+*   **Sintoma:** Tela de "Maintenance" eterna.
+*   **Solução:** Force a migração manual:
+    ```bash
+    docker compose exec zammad-railsserver rails db:migrate
+    docker compose restart
+    ```
+
+**Problema 3: Disco cheio durante Backup**
+*   **Causa:** O directorio `/var/tmp` lotou.
+*   **Solução:** Configure o `backup_dir` para um mountpoint externo (NFS/S3) ou limpe backups antigos (> 7 dias).
+
+## 6. DADOS TÉCNICOS
+
+| Componente | Local Padrão (Pacote) | Nota |
+| :--- | :--- | :--- |
+| **Arquivos** | `/opt/zammad` | Código fonte e assets. |
+| **Banco** | `/var/lib/postgresql` | Dados críticos. |
+| **Storage** | `/opt/zammad/storage` | Anexos de tickets (se local). |
+
+## 7. VALIDAÇÃO FINAL
+- [ ] O arquivo de backup `.tar.gz` é gerado diariamente e tem tamanho coerente (> 10MB)?
+- [ ] O script de restore finalizou com "Restore completed successfully"?

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