/* Help desk queue. Hand-written, light, one typeface (IBM Plex Sans, bundled in /static/fonts). */
@font-face{font-family:"IBM Plex Sans";font-weight:400;font-style:normal;font-display:swap;src:url(fonts/ibm-plex-sans-latin-400-normal.woff2) format("woff2")}
@font-face{font-family:"IBM Plex Sans";font-weight:500;font-style:normal;font-display:swap;src:url(fonts/ibm-plex-sans-latin-500-normal.woff2) format("woff2")}
@font-face{font-family:"IBM Plex Sans";font-weight:600;font-style:normal;font-display:swap;src:url(fonts/ibm-plex-sans-latin-600-normal.woff2) format("woff2")}

:root{
  --bg:#f7f7f5; --surface:#fff; --ink:#1b2430; --soft:#566171; --faint:#677282;
  --line:#e4e5e1; --line2:#d3d5d0; --sel:#eef1f4;
  --accent:#27415f; --accent-ink:#fff;
  --open:#2f6fb5; --prog:#8a5a00; --wait:#6b5b95; --done:#2e7d4f;
  --bad:#b3261e; --warn:#9a5b00; --ok:#2e7d4f;
  --font:"IBM Plex Sans",system-ui,-apple-system,"Segoe UI",sans-serif;
  --mono:ui-monospace,SFMono-Regular,Menlo,Consolas,monospace;
}
*{box-sizing:border-box}
html{-webkit-text-size-adjust:100%}
body{margin:0;background:var(--bg);color:var(--ink);font:400 15.5px/1.55 var(--font);min-height:100vh;display:flex;flex-direction:column}
a{color:inherit}
:focus-visible{outline:2px solid var(--accent);outline-offset:2px;border-radius:3px}
.sr-only{position:absolute;width:1px;height:1px;overflow:hidden;clip:rect(0 0 0 0);white-space:nowrap}
.skip{position:absolute;left:-999px;top:.5rem;background:var(--ink);color:#fff;padding:.5rem .8rem;border-radius:6px;z-index:50}
.skip:focus{left:.5rem}
.sep::before{content:"";display:inline-block;width:3px;height:3px;border-radius:50%;background:var(--faint);vertical-align:middle;margin:0 .45em}
small{font-size:.85em;color:var(--soft)}
.muted{color:var(--faint);font-weight:400}

/* top bar */
.top{display:flex;align-items:center;gap:1.5rem;padding:.8rem clamp(1rem,3vw,2rem);background:var(--surface);border-bottom:1px solid var(--line);position:sticky;top:0;z-index:20}
.brand{font-weight:600;text-decoration:none;letter-spacing:-.01em;font-size:1.05rem}
.top nav{display:flex;gap:.25rem}
.top nav a{text-decoration:none;color:var(--soft);padding:.35rem .7rem;border-radius:6px}
.top nav a:hover{color:var(--ink);background:var(--sel)}
.top nav a[aria-current=page]{color:var(--ink);font-weight:500;background:var(--sel)}
.top-right{margin-left:auto;display:flex;align-items:center;gap:1rem}
.help-link,.linklike{background:none;border:0;padding:0;font:inherit;color:var(--soft);text-decoration:underline;text-underline-offset:3px;text-decoration-color:var(--line2);cursor:pointer}
.help-link:hover,.linklike:hover{color:var(--ink)}
.btn,button{font:500 .92rem var(--font);background:var(--accent);color:var(--accent-ink);border:1px solid var(--accent);border-radius:7px;padding:.5rem .95rem;cursor:pointer;text-decoration:none;display:inline-block;line-height:1.3}
.btn:hover,button:hover{background:#1d3149}
button.ghost{background:transparent;color:var(--ink);border-color:var(--line2)}
button.ghost:hover{background:var(--sel)}
button.help-link,button.linklike,button.p-close,button.help-close{background:none;color:var(--soft);border:0;padding:0}
button.help-link:hover,button.linklike:hover,button.help-close:hover{background:none;color:var(--ink)}

/* workspace */
.workspace{flex:1;display:grid;grid-template-columns:minmax(0,1fr);max-width:1400px;width:100%;margin:0 auto}
.queue-col{padding:1.6rem clamp(1rem,3vw,2rem) 3rem;max-width:860px;width:100%;margin:0 auto}
.workspace.has-panel{grid-template-columns:minmax(0,1fr) minmax(420px,540px)}
.workspace.has-panel .queue-col{margin:0;max-width:none}
.panel{background:var(--surface);border-left:1px solid var(--line);position:sticky;top:57px;height:calc(100vh - 57px);overflow-y:auto;animation:slide .18s ease-out}
.panel[hidden]{display:none}
@keyframes slide{from{transform:translateX(24px);opacity:0}to{transform:none;opacity:1}}
.p-inner{padding:1.3rem 1.6rem 3rem}
.p-top{display:flex;justify-content:space-between;align-items:center;color:var(--soft);font-size:.88rem}
.p-close{color:var(--soft);text-decoration:underline;text-underline-offset:3px;font:inherit;cursor:pointer}
.panel h2{font-size:1.35rem;line-height:1.3;margin:.7rem 0 .6rem;letter-spacing:-.01em;font-weight:600;outline:none}
.panel h3{font-size:.78rem;text-transform:uppercase;letter-spacing:.07em;color:var(--soft);font-weight:600;margin:1.9rem 0 .6rem}
.panel section{margin-top:0}

/* search */
.search{display:flex;flex-wrap:wrap;gap:.6rem;align-items:center;margin-bottom:.6rem}
.search input[type=search]{flex:1 1 260px;font:inherit;padding:.6rem .85rem;border:1px solid var(--line2);border-radius:8px;background:var(--surface);color:var(--ink)}
.search input[type=search]::placeholder{color:var(--faint)}
.filters{flex:1 0 100%}
.filters summary{cursor:pointer;color:var(--soft);font-size:.9rem;width:max-content;padding:.2rem 0;list-style:none}
.filters summary::-webkit-details-marker{display:none}
.filters summary::before{content:"+";display:inline-block;width:1em;color:var(--faint)}
.filters[open] summary::before{content:"\2212"}
.filters summary:hover{color:var(--ink)}
.count{background:var(--accent);color:#fff;border-radius:99px;font-size:.75rem;padding:0 .45rem;margin-left:.2rem}
.filter-grid{display:grid;grid-template-columns:repeat(auto-fit,minmax(150px,1fr));gap:.8rem 1rem;padding:.8rem 0 .4rem;align-items:end}
label{display:block;font-size:.85rem;color:var(--soft);font-weight:500}
select,input,textarea{font:inherit;font-weight:400;color:var(--ink);width:100%;margin-top:.25rem;padding:.5rem .65rem;border:1px solid var(--line2);border-radius:7px;background:var(--surface)}
select{appearance:none;background-image:linear-gradient(45deg,transparent 50%,var(--soft) 50%),linear-gradient(135deg,var(--soft) 50%,transparent 50%);background-position:calc(100% - 15px) 55%,calc(100% - 10px) 55%;background-size:5px 5px;background-repeat:no-repeat;padding-right:1.8rem}
label.chk{display:flex;gap:.5rem;align-items:center;color:var(--ink)}
label.chk input{width:auto;margin:0}
.filter-actions{grid-column:1/-1;display:flex;gap:1rem;align-items:center;font-size:.9rem}
.filter-actions a{color:var(--soft)}
textarea{resize:vertical;line-height:1.5}

/* queue */
.count-line{margin:.9rem 0 .3rem;color:var(--soft);font-size:.9rem}
.queue{list-style:none;margin:0;padding:0;border-top:1px solid var(--line)}
.queue li{border-bottom:1px solid var(--line)}
.row-link{display:grid;grid-template-columns:10px minmax(0,1fr) auto auto;gap:.9rem;align-items:center;padding:.95rem .6rem;text-decoration:none;border-radius:0}
.row-link:hover{background:rgba(0,0,0,.025)}
.row-link[aria-current=true]{background:var(--sel);box-shadow:inset 3px 0 0 var(--accent)}
.dot{width:10px;height:10px;border-radius:50%;background:var(--open)}
.dot.st-in-progress{background:var(--prog)}.dot.st-waiting-on-user{background:var(--wait)}
.dot.st-resolved,.dot.st-closed{background:transparent;border:2px solid var(--done)}
.q-main{min-width:0}
.q-title{display:block;font-weight:500;white-space:nowrap;overflow:hidden;text-overflow:ellipsis}
.q-meta{display:block;color:var(--soft);font-size:.85rem;white-space:nowrap;overflow:hidden;text-overflow:ellipsis}
.q-pri{font-size:.82rem;color:var(--soft);min-width:4.2rem;text-align:right}
.q-pri.pri-critical{color:var(--bad);font-weight:600}
.q-pri.pri-high{color:var(--warn);font-weight:600}
.q-due{font-size:.85rem;text-align:right;min-width:7.5rem;color:var(--soft);font-variant-numeric:tabular-nums}
.q-due small{display:block}
.sla-overdue{color:var(--bad);font-weight:600}
.sla-ok{color:var(--soft)}
.sla-met small,.sla-missed small{color:var(--soft)}
.sla-missed{color:var(--warn)}
.empty{padding:2.5rem 0;color:var(--soft)}
.workspace.has-panel .q-pri{display:none}
.workspace.has-panel .row-link{grid-template-columns:10px minmax(0,1fr) auto}

/* panel details */
.p-tags{display:flex;gap:.5rem;flex-wrap:wrap;margin:0 0 1rem}
.tag{font-size:.8rem;text-decoration:none;padding:.15rem .6rem;border-radius:99px;border:1px solid var(--line2);color:var(--soft)}
.tag:hover{border-color:var(--ink);color:var(--ink)}
.tag.st-open{color:var(--open);border-color:currentColor}.tag.st-in-progress{color:var(--prog);border-color:currentColor}
.tag.st-waiting-on-user{color:var(--wait);border-color:currentColor}.tag.st-resolved,.tag.st-closed{color:var(--done);border-color:currentColor}
.tag.pri-critical{color:var(--bad);border-color:currentColor}.tag.pri-high{color:var(--warn);border-color:currentColor}
.facts{display:grid;grid-template-columns:1fr 1fr;gap:.9rem 1.2rem;margin:0;padding:1rem 0;border-top:1px solid var(--line);border-bottom:1px solid var(--line)}
.facts dt{font-size:.78rem;color:var(--faint);text-transform:uppercase;letter-spacing:.06em}
.facts dd{margin:0;font-weight:500}
.facts .sla-overdue dd{color:var(--bad)}
.pre{white-space:pre-wrap;overflow-wrap:anywhere;margin:0}
.res-box{background:#f1f6f2;border-left:3px solid var(--done);padding:.7rem .9rem;border-radius:0 6px 6px 0}
.stack{display:grid;gap:.9rem}
.row3{display:grid;grid-template-columns:repeat(3,1fr);gap:.7rem}
.actions{display:flex;justify-content:space-between;align-items:end;gap:1rem}
.actions .who{flex:0 1 180px}
.res-field[hidden]{display:none}
.hint{margin:0;color:var(--soft);font-size:.88rem}
.log{list-style:none;margin:0 0 1.2rem;padding:0;border-left:2px solid var(--line);}
.log li{padding:0 0 1rem 1rem;position:relative}
.log li::before{content:"";position:absolute;left:-5px;top:.45rem;width:8px;height:8px;border-radius:50%;background:var(--line2)}
.log li.note::before{background:var(--accent)}
.log li.resolution::before{background:var(--done)}
.log .when{font-size:.8rem;color:var(--soft)}
.log li.change .pre{color:var(--soft);font-size:.93rem}
.flashes{margin:.8rem 0 0}
.flash{margin:0 0 .5rem;padding:.55rem .8rem;border-radius:6px;font-size:.92rem;background:#eef5ef;border:1px solid #cfe2d3;color:#1d5a37}
.flash.error{background:#fbefee;border-color:#efc9c6;color:#8c1d16}
.queue-col .flashes{margin:0 0 1rem}

/* overview */
.page{max-width:900px;width:100%;margin:0 auto;padding:2rem clamp(1rem,3vw,2rem) 3rem;flex:1}
.page h1{font-size:2rem;letter-spacing:-.02em;margin:0 0 .3rem;font-weight:600}
.lede{color:var(--soft);margin:0 0 2rem;max-width:56ch}
.figures{list-style:none;margin:0 0 1.6rem;padding:0;display:grid;grid-template-columns:repeat(3,1fr);gap:1rem}
.figures li{background:var(--surface);border:1px solid var(--line);border-radius:10px}
.figures a{display:block;padding:1.1rem 1.3rem;text-decoration:none}
.figures a:hover{background:var(--sel);border-radius:10px}
.big{display:block;font-size:2.6rem;font-weight:500;line-height:1.1;letter-spacing:-.02em;font-variant-numeric:tabular-nums}
.figures .bad .big{color:var(--bad)}
.what{color:var(--soft);font-size:.92rem}
.resolved-line{margin:0 0 2.4rem;max-width:62ch}
.two-col{display:grid;grid-template-columns:1fr 1fr;gap:2.5rem;margin-bottom:2rem}
.page h2{font-size:.78rem;text-transform:uppercase;letter-spacing:.07em;color:var(--soft);font-weight:600;margin:0 0 .8rem}
.bars{list-style:none;margin:0;padding:0;display:grid;gap:.6rem}
.bars li{display:grid;grid-template-columns:8.5rem 1fr 3rem;gap:.8rem;align-items:center;font-size:.92rem}
.bars b{text-align:right;font-weight:500;font-variant-numeric:tabular-nums}
.track{display:block;height:8px;background:#ebece8;border-radius:4px;overflow:hidden}
.track>span{display:block;height:100%;background:var(--accent);border-radius:4px}
.track.alt>span{background:#7c8da3}
.track.pri-critical>span{background:var(--bad)}.track.pri-high>span{background:#c97a12}.track.pri-medium>span{background:#7c8da3}.track.pri-low>span{background:#b9c2cd}
.more{border-top:1px solid var(--line);padding:.9rem 0}
.more summary{cursor:pointer;color:var(--soft)}
.more summary:hover{color:var(--ink)}
.more .bars{margin-top:1rem}
.more p{color:var(--soft);max-width:62ch}

footer{border-top:1px solid var(--line);padding:1.2rem clamp(1rem,3vw,2rem) 1.6rem;color:var(--soft);font-size:.86rem;text-align:center}
footer p{margin:.2rem auto;max-width:70ch}
footer a{color:var(--soft)}

/* help dialog */
.help{border:0;padding:0;border-radius:12px;max-width:min(560px,calc(100vw - 2rem));width:100%;max-height:calc(100vh - 3rem);box-shadow:0 20px 60px rgba(20,30,45,.25);color:var(--ink)}
.help::backdrop{background:rgba(20,30,45,.35)}
.help:not([open]){display:none}
.help-inner{padding:1.4rem 1.6rem 1.8rem}
.help-bar{display:flex;justify-content:space-between;align-items:center}
.help h2{font-size:1.3rem;margin:0;font-weight:600}
.help-close{font:inherit;color:var(--soft);text-decoration:underline;text-underline-offset:3px;cursor:pointer}
.help-steps{padding-left:1.2rem;margin:1rem 0}
.help-steps li{margin:.7rem 0;padding-left:.2rem}
.gloss{border-top:1px solid var(--line);padding-top:.8rem;margin-top:1.2rem}
.gloss summary{cursor:pointer;color:var(--soft)}
.gloss dt{font-weight:600;margin-top:.7rem}
.gloss dd{margin:0;color:var(--soft)}
.why-title{margin-top:1.8rem;padding-top:1.2rem;border-top:1px solid var(--line)}
.help p{color:var(--soft)}

/* narrow screens: the ticket opens as a full-screen sheet */
@media (max-width:1000px){
  .workspace.has-panel{grid-template-columns:minmax(0,1fr)}
  .panel{position:fixed;inset:0;top:0;height:100%;z-index:30;border:0}
  .workspace.has-panel .q-pri{display:block}
  .workspace.has-panel .row-link{grid-template-columns:10px minmax(0,1fr) auto auto}
}
@media (max-width:640px){
  .top{gap:.7rem;flex-wrap:wrap;padding:.6rem 1rem}
  .top-right{gap:.7rem}
  .top nav{order:3;width:100%;margin:0 -.7rem}
  .row-link{grid-template-columns:10px minmax(0,1fr);row-gap:.15rem;padding:.9rem .2rem}
  .workspace.has-panel .row-link{grid-template-columns:10px minmax(0,1fr)}
  .q-pri,.workspace.has-panel .q-pri{display:inline;grid-column:2;text-align:left;min-width:0}
  .q-due{grid-column:2;text-align:left;min-width:0}
  .q-due small{display:inline;margin-left:.4rem}
  .q-title{white-space:normal}
  .figures{grid-template-columns:1fr}
  .two-col{grid-template-columns:1fr;gap:1.8rem}
  .bars li{grid-template-columns:6.5rem 1fr 2.6rem}
  .row3{grid-template-columns:1fr}
  .facts{grid-template-columns:1fr 1fr}
  .p-inner{padding:1rem 1.1rem 3rem}
  .actions{flex-direction:column;align-items:stretch}
  .actions .who{flex:none}
}
@media (prefers-reduced-motion:reduce){.panel{animation:none}}