:root{--blue:#1a5fd0;--blue-d:#144aa3;--bg:#f4f6fa;--card:#fff;--line:#e3e7ee;--txt:#1d2733;--mut:#6b778a;--red:#d63a3a;--amber:#d98a00;--green:#1e9e5a}
*{box-sizing:border-box}
body{margin:0;font:14px/1.45 -apple-system,"Segoe UI",Roboto,Helvetica,Arial,sans-serif;color:var(--txt);background:var(--bg)}
a{color:var(--blue);text-decoration:none}a:hover{text-decoration:underline}
small,.muted{color:var(--mut);font-size:12px}
.shell{display:flex;min-height:100vh}
.side{width:220px;background:#0f2a52;color:#cfd9ee;display:flex;flex-direction:column;padding:16px 0;position:sticky;top:0;height:100vh}
.brand{font-weight:700;font-size:17px;color:#fff;padding:0 18px 16px}.brand span{display:block;font-weight:400;font-size:12px;color:#8fa4c9}
.side nav a{display:flex;justify-content:space-between;align-items:center;color:#cfd9ee;padding:10px 18px;border-left:3px solid transparent}
.side nav a:hover{background:#163765;text-decoration:none}.side nav a.on{background:#163765;border-left-color:#4d90ff;color:#fff}
.who{margin-top:auto;padding:14px 18px;font-size:13px;border-top:1px solid #1d3d70}.who a{color:#8fb5ff}
.badge{background:var(--red);color:#fff;border-radius:10px;font-size:11px;padding:1px 7px}
.main{flex:1;padding:18px 26px;min-width:0}
.top{display:flex;justify-content:space-between;align-items:center;margin-bottom:14px;gap:12px}
.top h1{font-size:20px;margin:0;overflow:hidden;text-overflow:ellipsis}
.top-actions{display:flex;gap:8px}
.card{background:var(--card);border:1px solid var(--line);border-radius:8px;padding:14px 16px;margin-bottom:14px}
.card h3{margin:0 0 10px;font-size:14px}
.btn{display:inline-block;border:1px solid var(--line);background:#fff;color:var(--txt);border-radius:6px;padding:7px 14px;font:inherit;cursor:pointer}
.btn:hover{background:#f0f3f8;text-decoration:none}
.btn.primary{background:var(--blue);border-color:var(--blue);color:#fff}.btn.primary:hover{background:var(--blue-d)}
.btn.ghost{background:transparent}.btn.small{padding:3px 10px;font-size:12px}.btn.wide{width:100%}
input,select,textarea{font:inherit;padding:7px 9px;border:1px solid #cdd4df;border-radius:6px;background:#fff;width:100%}
input[type=checkbox],input[type=radio]{width:auto}
textarea{resize:vertical}
label{display:block;font-size:12px;color:var(--mut)}label input,label select,label textarea{margin-top:3px;color:var(--txt);font-size:14px}
.chk{display:inline-flex;gap:5px;align-items:center;margin-right:10px;color:var(--txt);font-size:13px}.chk input{margin:0}
form.inline{display:inline}.inline button{background:none;border:0;cursor:pointer;color:var(--mut)}
.form-grid{display:grid;grid-template-columns:1fr 1fr;gap:12px}.span2{grid-column:span 2}
.stack{display:flex;flex-direction:column;gap:9px}
.row{display:flex;gap:10px;align-items:center;margin-top:8px}
.filters{display:flex;gap:8px;flex-wrap:wrap;align-items:center}.filters input{flex:1;min-width:200px}.filters select{width:auto}
.saveview{display:flex;gap:8px;margin:-4px 0 12px;align-items:center}.saveview input{max-width:260px}
.viewbar{display:flex;flex-wrap:wrap;gap:6px;margin-bottom:10px}
.chip{background:#fff;border:1px solid var(--line);border-radius:14px;padding:3px 12px;font-size:13px;color:var(--txt)}.chip.on{background:var(--blue);color:#fff;border-color:var(--blue)}
.chip.saved{padding-right:6px;background:#fff8e1}.chip.saved a{color:var(--txt)}
.tbl{width:100%;border-collapse:collapse}.tbl th{text-align:left;font-size:12px;color:var(--mut);font-weight:600;padding:6px 8px;border-bottom:1px solid var(--line)}
.tbl td{padding:8px;border-bottom:1px solid #eef1f5;vertical-align:top}.tbl small{display:block}
.tbl tbody tr[onclick]{cursor:pointer}.tbl tbody tr[onclick]:hover{background:#f7f9fd}
.tbl-wrap{padding:4px 8px;overflow-x:auto}
.empty{text-align:center;color:var(--mut);padding:24px}
tr.sla-breached td:first-child{box-shadow:inset 3px 0 var(--red)}tr.sla-soon td:first-child{box-shadow:inset 3px 0 var(--amber)}
.pill{display:inline-block;padding:1px 9px;border-radius:10px;font-size:12px;background:#e9edf4}
.p-Urgent{background:#fde2e2;color:#a31d1d}.p-High{background:#ffecd1;color:#8a5200}.p-Low{background:#eef1f5;color:var(--mut)}
.s-Open{background:#dbe8ff;color:#164aa0}.s-InProgress{background:#e6defa;color:#4a2ea3}.s-OnHold{background:#fff2c9;color:#7a5a00}
.s-Resolved{background:#d9f3e4;color:#14703f}.s-Closed{background:#e9edf4;color:var(--mut)}
.red{color:var(--red)}.amber{color:var(--amber)}
.flash{padding:9px 12px;border-radius:6px;margin-bottom:12px}.flash.ok{background:#d9f3e4;color:#14703f}.flash.error{background:#fde2e2;color:#a31d1d}
.kpis{display:grid;grid-template-columns:repeat(auto-fit,minmax(140px,1fr));gap:10px;margin-bottom:14px}
.kpi{background:#fff;border:1px solid var(--line);border-radius:8px;padding:12px 14px}.kpi b{display:block;font-size:26px}.kpi span{color:var(--mut);font-size:12px}
.kpi.bad b{color:var(--red)}.kpi.warn b{color:var(--amber)}.kpi.ok b{color:var(--green)}
.two{display:grid;grid-template-columns:1fr 1fr;gap:14px}
.cbrow.escalated td.when{box-shadow:inset 3px 0 var(--red)}.cbrow.overdue td.when{box-shadow:inset 3px 0 var(--amber)}
.cbrow .when{white-space:nowrap;width:190px}.act{white-space:nowrap;text-align:right}
.detail{display:grid;grid-template-columns:1fr 340px;gap:14px;align-items:start}
.meta-line{display:flex;flex-wrap:wrap;gap:8px;align-items:center;color:var(--mut)}.desc{white-space:pre-wrap;margin:12px 0 0}
.timeline{list-style:none;margin:0;padding:0}.timeline li{padding:9px 0 9px 12px;border-left:3px solid var(--line);margin-bottom:6px}
.ev-reply{border-left-color:var(--blue)!important}.ev-note{border-left-color:var(--amber)!important;background:#fffbf0}
.ev-callback{border-left-color:var(--green)!important}.ev-b{white-space:pre-wrap}
.kv{display:flex;justify-content:space-between;gap:10px;padding:4px 0;border-bottom:1px dashed #edf0f5}.kv span{color:var(--mut)}.kv b{font-weight:600;text-align:right;word-break:break-word}
.cb{padding:8px;border:1px solid var(--line);border-radius:6px;margin-bottom:8px}.cb-done{opacity:.7}
.cb-done-form,.cb form.cb-done{display:flex;flex-direction:column;gap:5px;margin-top:6px}
.owner-opts{display:flex;flex-wrap:wrap}.quick{display:flex;gap:5px;flex-wrap:wrap}.quick button{border:1px solid var(--line);background:#fff;border-radius:12px;padding:2px 9px;cursor:pointer;font-size:12px}
details summary{cursor:pointer;font-weight:600;color:var(--blue);margin:6px 0}
.lookup{background:#eef5ff;border:1px solid #cfe0ff;border-radius:6px;padding:8px 12px}
.kb-art summary{cursor:pointer}.kb-body{white-space:pre-wrap;margin:10px 0}
/* alerts */
.overlay{position:fixed;inset:0;background:rgba(10,20,40,.55);display:flex;align-items:center;justify-content:center;z-index:50}
.overlay[hidden],.kb-panel[hidden],.esc-bar[hidden]{display:none}
.alert-box{background:#fff;border-radius:12px;width:min(560px,94vw);max-height:80vh;overflow:auto;padding:18px 20px;border-top:6px solid var(--red);animation:pulse 1.4s infinite}
@keyframes pulse{0%,100%{box-shadow:0 0 0 0 rgba(214,58,58,.5)}50%{box-shadow:0 0 0 14px rgba(214,58,58,0)}}
.alert-box h2{margin:0 0 10px}.al{border:1px solid var(--line);border-radius:8px;padding:10px 12px;margin-bottom:10px}
.al.late{border-color:var(--red);background:#fff5f5}.al .btns{display:flex;gap:6px;margin-top:8px;flex-wrap:wrap}
.esc-bar{position:fixed;left:220px;right:0;bottom:0;background:var(--red);color:#fff;padding:9px 20px;z-index:40;font-weight:600}
.esc-bar a{color:#fff;text-decoration:underline}
.kb-panel{position:fixed;right:0;top:0;bottom:0;width:420px;max-width:96vw;background:#fff;border-left:1px solid var(--line);box-shadow:-8px 0 24px rgba(0,0,0,.12);padding:14px;z-index:45;overflow:auto}
.kb-head{display:flex;justify-content:space-between;margin-bottom:8px}.x{border:0;background:none;font-size:16px;cursor:pointer}
.kb-res{border:1px solid var(--line);border-radius:6px;padding:8px 10px;margin-top:8px}.kb-res pre{white-space:pre-wrap;font:inherit;margin:6px 0 0}
/* login / public */
.login-wrap{min-height:100vh;display:flex;align-items:center;justify-content:center;padding:20px}
.login{width:min(380px,100%);display:flex;flex-direction:column;gap:12px}.wide-form{width:min(520px,100%)}
.login h1{margin:0;font-size:22px}.login h1 small{font-size:14px;font-weight:400}
.hp{position:absolute;left:-9999px;height:0;width:0;opacity:0}
@media(max-width:900px){.detail,.two{grid-template-columns:1fr}.side{display:none}.esc-bar{left:0}.form-grid{grid-template-columns:1fr}.span2{grid-column:auto}}