:root{
  --bg:#f3f5f9; --panel:#ffffff; --ink:#0f1b2d; --muted:#5b6778; --line:#e2e7ef; --line-2:#cfd7e3;
  --brand:#0e5aa7; --brand-ink:#ffffff; --brand-soft:#e7f0fb; --nav:#0f2036; --nav-ink:#c9d4e3; --nav-active:#1c3657;
  --ok:#15803d; --ok-soft:#e7f6ec; --warn:#b45309; --warn-soft:#fdf3e2; --bad:#b91c1c; --bad-soft:#fdecec;
  --info:#1d4ed8; --info-soft:#e8efff; --radius:10px; --shadow:0 1px 2px rgba(15,27,45,.06),0 1px 1px rgba(15,27,45,.04);
  font-family:"Segoe UI",system-ui,-apple-system,Roboto,"Helvetica Neue",Arial,sans-serif;
}
*{box-sizing:border-box}
html,body{margin:0;padding:0}
body{background:var(--bg);color:var(--ink);font-size:14.5px;line-height:1.5}
a{color:var(--brand);text-decoration:none}
a:hover{text-decoration:underline}
h1,h2,h3{margin:0 0 .4em;line-height:1.25}
h1{font-size:1.45rem}
h2{font-size:1.05rem}
h3{font-size:.95rem}
.muted{color:var(--muted)}
.small{font-size:.85em}
.mono{font-family:ui-monospace,Consolas,monospace;font-size:.9em}
.nowrap{white-space:nowrap}
.right{text-align:right}
.hide{display:none!important}
svg.i{width:18px;height:18px;flex:none;vertical-align:-4px;fill:none;stroke:currentColor;stroke-width:1.8;stroke-linecap:round;stroke-linejoin:round}

/* ---------- layout */
.shell{display:flex;min-height:100vh}
.sidebar{width:236px;flex:none;background:var(--nav);color:var(--nav-ink);display:flex;flex-direction:column;position:sticky;top:0;height:100vh}
.brand{display:flex;align-items:center;gap:10px;padding:18px 18px 16px;border-bottom:1px solid rgba(255,255,255,.07)}
.brand .logo{width:36px;height:36px;border-radius:9px;background:linear-gradient(135deg,#1f7ae0,#0a4a8c);display:grid;place-items:center;color:#fff;font-weight:700;letter-spacing:.5px}
.brand .name{color:#fff;font-weight:600;font-size:.98rem;line-height:1.2}
.brand .sub{font-size:.72rem;opacity:.7}
.nav{padding:10px 10px;flex:1;overflow:auto}
.nav .sect{font-size:.68rem;text-transform:uppercase;letter-spacing:.08em;opacity:.55;padding:14px 10px 6px}
.nav a{display:flex;align-items:center;gap:10px;color:var(--nav-ink);padding:9px 10px;border-radius:8px;margin:1px 0}
.nav a:hover{background:rgba(255,255,255,.06);text-decoration:none;color:#fff}
.nav a.active{background:var(--nav-active);color:#fff}
.nav .badge-count{margin-left:auto;background:#e11d48;color:#fff;border-radius:999px;font-size:.7rem;padding:1px 7px}
.side-foot{padding:12px 14px;border-top:1px solid rgba(255,255,255,.07);font-size:.8rem}
.side-foot .who{color:#fff;font-weight:600}
.side-foot form{margin-top:8px}
.side-foot button{background:none;border:1px solid rgba(255,255,255,.18);color:var(--nav-ink);border-radius:7px;padding:5px 10px;cursor:pointer;display:flex;gap:6px;align-items:center;width:100%;justify-content:center}
.side-foot button:hover{color:#fff;border-color:rgba(255,255,255,.35)}
.main{flex:1;min-width:0;display:flex;flex-direction:column}
.topbar{display:none}
.content{padding:24px 28px 40px;max-width:1400px;width:100%}
.page-head{display:flex;align-items:flex-start;justify-content:space-between;gap:16px;margin-bottom:18px;flex-wrap:wrap}
.page-head p{margin:0}
.actions{display:flex;gap:8px;flex-wrap:wrap;align-items:center}
footer.app-foot{margin-top:auto;padding:14px 28px;color:var(--muted);font-size:.78rem;border-top:1px solid var(--line)}

/* ---------- components */
.card{background:var(--panel);border:1px solid var(--line);border-radius:var(--radius);box-shadow:var(--shadow)}
.card-pad{padding:18px}
.card-head{display:flex;justify-content:space-between;align-items:center;padding:14px 18px;border-bottom:1px solid var(--line);gap:10px;flex-wrap:wrap}
.card-head h2{margin:0}
.grid{display:grid;gap:16px}
.g-2{grid-template-columns:repeat(2,minmax(0,1fr))}
.g-3{grid-template-columns:repeat(3,minmax(0,1fr))}
.g-main{grid-template-columns:minmax(0,1fr) 340px}
.stack>*+*{margin-top:16px}

.btn{display:inline-flex;align-items:center;gap:7px;border:1px solid var(--line-2);background:#fff;color:var(--ink);padding:8px 14px;border-radius:8px;font:inherit;font-weight:500;cursor:pointer;line-height:1.2;white-space:nowrap}
.btn:hover{background:#f6f8fb;text-decoration:none}
.btn.primary{background:var(--brand);border-color:var(--brand);color:var(--brand-ink)}
.btn.primary:hover{background:#0b4c8f}
.btn.danger{color:var(--bad);border-color:#f0c4c4}
.btn.danger:hover{background:var(--bad-soft)}
.btn.success{background:var(--ok);border-color:var(--ok);color:#fff}
.btn.sm{padding:5px 10px;font-size:.85rem}
.btn.link{border:none;background:none;padding:0;color:var(--brand)}

label{display:block;font-weight:600;font-size:.85rem;margin-bottom:5px}
.req::after{content:" *";color:var(--bad)}
input[type=text],input[type=password],input[type=email],input[type=tel],input[type=number],input[type=date],input[type=search],select,textarea{
  width:100%;border:1px solid var(--line-2);border-radius:8px;padding:8px 10px;font:inherit;background:#fff;color:var(--ink)}
input:focus,select:focus,textarea:focus{outline:2px solid rgba(14,90,167,.25);border-color:var(--brand)}
textarea{min-height:110px;resize:vertical}
.field{margin-bottom:14px}
.help{font-size:.8rem;color:var(--muted);margin-top:4px}
.form-grid{display:grid;grid-template-columns:repeat(2,minmax(0,1fr));gap:0 16px}
.form-grid .full{grid-column:1/-1}
.check{display:inline-flex;align-items:center;gap:7px;font-weight:500;margin:0;cursor:pointer}
.check input{width:16px;height:16px}

.filters{display:flex;gap:8px;flex-wrap:wrap;align-items:flex-end;padding:14px 18px;border-bottom:1px solid var(--line)}
.filters .f{min-width:130px}
.filters .f.grow{flex:1;min-width:200px}
.filters label{font-size:.72rem;text-transform:uppercase;letter-spacing:.05em;color:var(--muted)}

table.t{width:100%;border-collapse:collapse}
.t th,.t td{padding:10px 14px;border-bottom:1px solid var(--line);text-align:left;vertical-align:top}
.t th{font-size:.72rem;text-transform:uppercase;letter-spacing:.05em;color:var(--muted);background:#f8fafc;font-weight:600;white-space:nowrap}
.t tr:last-child td{border-bottom:none}
.t tbody tr:hover{background:#fafbfd}
.t td.num,.t th.num{text-align:right;font-variant-numeric:tabular-nums}
.table-wrap{overflow-x:auto}
.empty{padding:40px 20px;text-align:center;color:var(--muted)}

.badge{display:inline-block;padding:2px 9px;border-radius:999px;font-size:.75rem;font-weight:600;white-space:nowrap;border:1px solid transparent}
.st-open{background:#e8efff;color:#1d4ed8}
.st-assigned{background:#f1eafe;color:#6d28d9}
.st-in-progress{background:#e0f5f9;color:#0e7490}
.st-on-hold{background:var(--warn-soft);color:var(--warn)}
.st-reopened{background:var(--bad-soft);color:var(--bad)}
.st-resolved{background:var(--ok-soft);color:var(--ok)}
.st-closed{background:#eef1f5;color:#475569}
.st-cancelled{background:#f3f4f6;color:#6b7280}
.pr-critical{background:#b91c1c;color:#fff}
.pr-high{background:var(--bad-soft);color:var(--bad)}
.pr-medium{background:var(--warn-soft);color:var(--warn)}
.pr-low{background:#eef1f5;color:#475569}
.role-admin{background:#0f2036;color:#fff}
.role-engineer{background:#e0f5f9;color:#0e7490}
.role-client{background:var(--brand-soft);color:var(--brand)}
.overdue{color:var(--bad);font-weight:600}

.flash-wrap{margin-bottom:16px}
.flash{padding:10px 14px;border-radius:8px;margin-bottom:8px;border:1px solid;font-weight:500}
.flash.success{background:var(--ok-soft);border-color:#bfe5cb;color:#14532d}
.flash.error{background:var(--bad-soft);border-color:#f3c5c5;color:#7f1d1d}
.flash.warning{background:var(--warn-soft);border-color:#f3dcb4;color:#78350f}
.flash.info{background:var(--info-soft);border-color:#c8d7fb;color:#1e3a8a}

.pager{display:flex;gap:6px;justify-content:space-between;align-items:center;padding:12px 18px;border-top:1px solid var(--line);flex-wrap:wrap}

/* ---------- dashboard */
.kpis{display:grid;grid-template-columns:repeat(4,minmax(0,1fr));gap:14px;margin-bottom:16px}
.kpi{padding:16px 18px;position:relative;overflow:hidden}
.kpi .label{font-size:.75rem;text-transform:uppercase;letter-spacing:.06em;color:var(--muted);font-weight:600}
.kpi .value{font-size:1.9rem;font-weight:700;margin-top:4px;font-variant-numeric:tabular-nums;line-height:1.1}
.kpi .value small{font-size:.9rem;font-weight:500;color:var(--muted)}
.kpi .foot{font-size:.8rem;color:var(--muted);margin-top:4px}
.kpi::before{content:"";position:absolute;left:0;top:0;bottom:0;width:4px;background:var(--brand)}
.kpi.k-bad::before{background:var(--bad)} .kpi.k-ok::before{background:var(--ok)} .kpi.k-warn::before{background:#d97706}
.kpi.k-bad .value{color:var(--bad)}
a.kpi{color:inherit;display:block} a.kpi:hover{text-decoration:none;border-color:var(--line-2)}
.donut-wrap{display:flex;gap:22px;align-items:center;flex-wrap:wrap}
.donut-wrap svg{width:170px;height:170px;flex:none}
.legend{list-style:none;margin:0;padding:0;flex:1;min-width:150px}
.legend li{display:flex;align-items:center;gap:8px;padding:4px 0;font-size:.88rem}
.legend .sw{width:11px;height:11px;border-radius:3px;flex:none}
.legend .n{margin-left:auto;font-weight:600;font-variant-numeric:tabular-nums}
.bars .row{display:grid;grid-template-columns:110px 1fr 40px;gap:10px;align-items:center;padding:5px 0;font-size:.86rem}
.bars .track{background:#eef2f7;border-radius:5px;height:12px;overflow:hidden}
.bars .fill{height:100%;background:var(--brand);border-radius:5px;min-width:2px}
.bars .fill.bad{background:#dc2626}.bars .fill.warn{background:#d97706}.bars .fill.mid{background:#0891b2}.bars .fill.low{background:#64748b}
.bars .n{text-align:right;font-weight:600;font-variant-numeric:tabular-nums}
.trend{display:flex;align-items:flex-end;gap:4px;height:170px;padding-top:10px;border-bottom:1px solid var(--line)}
.trend .col{flex:1;display:flex;flex-direction:column;align-items:center;height:100%;justify-content:flex-end;min-width:0}
.trend .pair{display:flex;gap:2px;align-items:flex-end;height:100%;width:100%;justify-content:center}
.trend .b{width:45%;max-width:14px;border-radius:3px 3px 0 0;min-height:1px}
.trend .b.r{background:var(--brand)} .trend .b.s{background:#16a34a}
.trend-labels{display:flex;gap:4px;margin-top:6px}
.trend-labels span{flex:1;text-align:center;font-size:.66rem;color:var(--muted);white-space:nowrap;overflow:visible;min-width:0;width:0}
.key{display:flex;gap:14px;font-size:.8rem;color:var(--muted)}
.key i{display:inline-block;width:10px;height:10px;border-radius:2px;margin-right:5px;vertical-align:-1px}
.meter{height:6px;background:#eef2f7;border-radius:4px;overflow:hidden;min-width:60px}
.meter span{display:block;height:100%;background:var(--ok)}
.meter span.mid{background:#d97706}.meter span.low{background:var(--bad)}

/* ---------- complaint detail */
.meta{display:grid;grid-template-columns:120px 1fr;gap:8px 12px;font-size:.88rem}
.meta dt{color:var(--muted)}
.meta dd{margin:0;font-weight:500;word-break:break-word}
.desc{white-space:pre-wrap;word-break:break-word}
.timeline{list-style:none;margin:0;padding:0}
.timeline li{display:flex;gap:12px;padding:14px 18px;border-bottom:1px solid var(--line)}
.timeline li:last-child{border-bottom:none}
.timeline .av{width:34px;height:34px;border-radius:50%;background:var(--brand-soft);color:var(--brand);display:grid;place-items:center;font-weight:700;font-size:.8rem;flex:none}
.timeline .av.r-admin{background:#0f2036;color:#fff}.timeline .av.r-engineer{background:#e0f5f9;color:#0e7490}
.timeline .body{flex:1;min-width:0}
.timeline .when{font-size:.78rem;color:var(--muted)}
.timeline .internal{background:#fffbeb}
.timeline .msg{white-space:pre-wrap;margin-top:4px;word-break:break-word}
.tag-internal{background:#fef3c7;color:#92400e;font-size:.7rem;padding:1px 7px;border-radius:999px;font-weight:600}
.thumbs{display:flex;flex-wrap:wrap;gap:8px;margin-top:8px}
.thumb{width:110px;border:1px solid var(--line);border-radius:8px;overflow:hidden;background:#f8fafc;font-size:.72rem;display:block;color:var(--ink)}
.thumb img{width:110px;height:80px;object-fit:cover;display:block;background:#e5e7eb}
.thumb .cap{padding:4px 6px;white-space:nowrap;overflow:hidden;text-overflow:ellipsis}
.filechip{display:inline-flex;align-items:center;gap:6px;border:1px solid var(--line);border-radius:8px;padding:6px 10px;background:#f8fafc;font-size:.82rem;color:var(--ink);max-width:260px}
.filechip span{overflow:hidden;text-overflow:ellipsis;white-space:nowrap}
.sla-box{padding:12px 14px;border-radius:8px;font-size:.88rem;font-weight:500}
.sla-box.ok{background:var(--ok-soft);color:#14532d}.sla-box.bad{background:var(--bad-soft);color:#7f1d1d}.sla-box.neutral{background:#eef2f7;color:#334155}

.drop{border:2px dashed var(--line-2);border-radius:10px;padding:18px;text-align:center;color:var(--muted);background:#fafbfd;cursor:pointer;transition:.15s}
.drop.over{border-color:var(--brand);background:var(--brand-soft)}
.drop input{display:none}
.previews{display:flex;flex-wrap:wrap;gap:8px;margin-top:10px}
.previews .pv{width:92px;font-size:.7rem;text-align:left}
.previews .pv img,.previews .pv .ph{width:92px;height:70px;object-fit:cover;border-radius:6px;border:1px solid var(--line);display:grid;place-items:center;background:#eef2f7;color:var(--muted);font-weight:700}
.previews .pv div.n{white-space:nowrap;overflow:hidden;text-overflow:ellipsis}

/* ---------- access grid */
.access td,.access th{text-align:center}
.access td:first-child,.access th:first-child{text-align:left}
.access tr.off td:not(:first-child){opacity:.35}

/* ---------- login */
.auth-page{min-height:100vh;display:grid;grid-template-columns:1.1fr 1fr;background:#fff}
.auth-hero{background:linear-gradient(150deg,#0f2036 0%,#0e3a6b 60%,#0e5aa7 100%);color:#dce6f3;padding:56px;display:flex;flex-direction:column;justify-content:space-between}
.auth-hero h1{color:#fff;font-size:2rem;max-width:420px}
.auth-hero ul{padding:0;list-style:none;margin:28px 0 0}
.auth-hero li{padding:7px 0;display:flex;gap:10px;align-items:center}
.auth-form{display:grid;place-items:center;padding:40px 24px}
.auth-form .box{width:100%;max-width:370px}

/* ---------- lightbox */
.lightbox{position:fixed;inset:0;background:rgba(10,15,25,.86);display:none;align-items:center;justify-content:center;z-index:50;padding:30px;cursor:zoom-out}
.lightbox.on{display:flex}
.lightbox img{max-width:100%;max-height:100%;border-radius:6px;box-shadow:0 10px 40px rgba(0,0,0,.5)}

.cred{background:#0f2036;color:#e8eef7;border-radius:10px;padding:18px;font-family:ui-monospace,Consolas,monospace;font-size:1rem}
.cred b{color:#fff}

/* ---------- live updates */
.side-live{padding:10px 14px;border-top:1px solid rgba(255,255,255,.07);display:flex;flex-direction:column;gap:6px;font-size:.78rem}
.live-status{display:inline-flex;align-items:center;gap:6px;color:#9fb3cc}
.live-status::before{content:"";width:8px;height:8px;border-radius:50%;background:#22c55e;box-shadow:0 0 0 3px rgba(34,197,94,.18)}
.live-status.offline::before{background:#f59e0b;box-shadow:0 0 0 3px rgba(245,158,11,.2)}
.live-btn{display:flex;align-items:center;gap:6px;background:none;border:1px solid rgba(255,255,255,.14);color:var(--nav-ink);border-radius:7px;padding:5px 9px;cursor:pointer;font:inherit;font-size:.78rem;text-align:left}
.live-btn:hover{color:#fff;border-color:rgba(255,255,255,.3)}
.live-btn.muted-btn{opacity:.55;text-decoration:line-through}
.live-btn.top{border-color:rgba(255,255,255,.25);color:#fff;padding:4px 7px}
.toasts{position:fixed;right:18px;bottom:18px;z-index:60;display:flex;flex-direction:column;gap:10px;max-width:min(380px,calc(100vw - 32px))}
.toast{display:flex;align-items:flex-start;gap:10px;background:#0f2036;color:#fff;border-radius:10px;padding:12px 12px 12px 14px;box-shadow:0 10px 30px rgba(15,27,45,.35);font-size:.88rem;line-height:1.4;animation:toast-in .25s ease-out;text-decoration:none}
a.toast:hover{text-decoration:none;background:#16304f}
.toast.out{opacity:0;transform:translateY(8px);transition:.35s}
.toast-dot{width:9px;height:9px;border-radius:50%;background:#38bdf8;flex:none;margin-top:6px;box-shadow:0 0 0 4px rgba(56,189,248,.2)}
.toast-text{flex:1}
.toast-x{background:none;border:none;color:#9fb3cc;font-size:1.2rem;line-height:1;cursor:pointer;padding:0 2px}
.toast-x:hover{color:#fff}
@keyframes toast-in{from{opacity:0;transform:translateY(10px)}to{opacity:1;transform:none}}
.live-banner{position:fixed;top:14px;left:50%;transform:translateX(-50%);z-index:55;background:#fff;border:1px solid var(--line-2);border-left:4px solid var(--brand);border-radius:10px;padding:10px 12px 10px 16px;box-shadow:0 8px 24px rgba(15,27,45,.18);display:flex;gap:12px;align-items:center;font-weight:500;max-width:calc(100vw - 32px)}
@media (max-width:860px){.side-live{display:none}}
@media print{.toasts,.live-banner,.side-live{display:none!important}}

/* ---------- responsive */
@media (max-width:1100px){.kpis{grid-template-columns:repeat(2,minmax(0,1fr))}.g-main{grid-template-columns:1fr}.g-3{grid-template-columns:1fr 1fr}}
@media (max-width:860px){
  .sidebar{position:fixed;left:0;top:0;z-index:40;transform:translateX(-100%);transition:transform .2s}
  body.nav-open .sidebar{transform:none;box-shadow:0 0 40px rgba(0,0,0,.35)}
  .topbar{display:flex;align-items:center;gap:12px;padding:10px 16px;background:var(--nav);color:#fff;position:sticky;top:0;z-index:30}
  .topbar button{background:none;border:1px solid rgba(255,255,255,.25);color:#fff;border-radius:7px;padding:5px 8px}
  .content{padding:16px}
  .g-2,.g-3{grid-template-columns:1fr}
  .form-grid{grid-template-columns:1fr}
  .auth-page{grid-template-columns:1fr}.auth-hero{display:none}
  footer.app-foot{padding:14px 16px}
}
@media (max-width:520px){.kpis{grid-template-columns:1fr 1fr;gap:10px}.kpi .value{font-size:1.5rem}.meta{grid-template-columns:100px 1fr}.bars .row{grid-template-columns:90px 1fr 32px}}
@media print{.sidebar,.topbar,.actions,.filters,form,footer.app-foot{display:none!important}.content{padding:0}.card{box-shadow:none}}