/* Native Service Desk work-item — premium agent workspace */

.sd-wi {
  --sd-wi-gap: 0.75rem;
  --sd-wi-radius: 14px;
  --sd-wi-ink: var(--mud-palette-text-primary);
  --sd-wi-muted: var(--mud-palette-text-secondary);
  --sd-wi-line: color-mix(in srgb, var(--mud-palette-lines-default) 88%, transparent);
  --sd-wi-soft: color-mix(in srgb, var(--mud-palette-primary) 7%, var(--mud-palette-surface));
  --sd-wi-accent: var(--mud-palette-primary);
  --sd-wi-ok: #1f7a4d;
  --sd-wi-warn: #a15c00;
  --sd-wi-bad: #b42318;
  --sd-wi-meta-label: 0.66rem;
}

.sd-wi .mud-breadcrumbs {
  padding: 0 !important;
  min-height: auto;
}

.sd-wi-header.mud-paper {
  position: relative;
  overflow: hidden;
  padding: 0 !important;
  border-radius: var(--sd-wi-radius) !important;
  border: 1px solid var(--sd-wi-line);
  background:
    linear-gradient(180deg, color-mix(in srgb, var(--mud-palette-surface) 92%, #fff) 0%, var(--mud-palette-surface) 100%);
}

.sd-wi-header::before {
  content: "";
  position: absolute;
  inset: 0 auto 0 0;
  width: 5px;
  background: var(--sd-wi-accent);
}

.sd-wi-header[data-priority="P1"]::before,
.sd-wi-header[data-priority="1"]::before { background: var(--sd-wi-bad); }
.sd-wi-header[data-priority="P2"]::before,
.sd-wi-header[data-priority="2"]::before { background: #d97706; }
.sd-wi-header[data-priority="P3"]::before,
.sd-wi-header[data-priority="3"]::before { background: var(--sd-wi-accent); }
.sd-wi-header[data-priority="P4"]::before,
.sd-wi-header[data-priority="4"]::before { background: #64748b; }

.sd-wi-header__body {
  padding: 1rem 1.15rem 1rem 1.35rem;
}

.sd-wi-header__top {
  display: flex;
  flex-wrap: wrap;
  align-items: flex-start;
  justify-content: space-between;
  gap: 0.85rem 1.25rem;
}

.sd-wi-header__identity {
  min-width: min(100%, 32rem);
  flex: 1 1 22rem;
}

.sd-wi-kicker {
  display: flex;
  flex-wrap: wrap;
  align-items: center;
  gap: 0.4rem 0.55rem;
  margin-bottom: 0.35rem;
}

.sd-wi-number {
  font-size: 1.35rem;
  font-weight: 760;
  letter-spacing: -0.02em;
  line-height: 1.1;
}

.sd-wi-title {
  margin: 0.1rem 0 0.35rem;
  font-size: 1.2rem;
  font-weight: 650;
  letter-spacing: -0.015em;
  line-height: 1.28;
}

.sd-wi-desc {
  max-width: 54rem;
  color: var(--sd-wi-muted);
  white-space: pre-wrap;
  word-break: break-word;
  display: -webkit-box;
  -webkit-line-clamp: 2;
  -webkit-box-orient: vertical;
  overflow: hidden;
}

.sd-wi-desc.is-expanded {
  -webkit-line-clamp: unset;
  display: block;
}

.sd-wi-desc-toggle {
  margin-top: 0.2rem;
  padding: 0;
  min-width: 0;
  height: auto;
}

.sd-wi-external {
  display: inline-flex;
  align-items: center;
  gap: 0.4rem;
  margin-top: 0.55rem;
  padding: 0.28rem 0.55rem;
  border-radius: 999px;
  background: var(--sd-wi-soft);
  font-size: 0.78rem;
}

.sd-wi-header__actions {
  display: flex;
  flex-wrap: wrap;
  align-items: center;
  justify-content: flex-end;
  gap: 0.45rem;
  padding: 0.35rem;
  border-radius: 12px;
  background: color-mix(in srgb, var(--mud-palette-background) 70%, transparent);
  border: 1px solid var(--sd-wi-line);
}

.sd-wi-command {
  display: flex;
  flex-wrap: wrap;
  align-items: center;
  gap: 0.45rem;
  margin-top: 0.75rem;
  padding-top: 0.75rem;
  border-top: 1px solid var(--sd-wi-line);
}

.sd-wi-hybrid {
  display: inline-flex;
  align-items: center;
  gap: 0.28rem;
  max-width: min(100%, 22rem);
  padding: 0.18rem 0.55rem 0.18rem 0.4rem;
  border-radius: 999px;
  font-size: 0.72rem;
  font-weight: 700;
  letter-spacing: 0.01em;
  border: 1px solid var(--sd-wi-line);
  background: color-mix(in srgb, var(--mud-palette-background) 70%, transparent);
  color: var(--sd-wi-muted);
  white-space: nowrap;
  overflow: hidden;
  text-overflow: ellipsis;
}

.sd-wi-hybrid .mud-icon-root {
  font-size: 0.95rem !important;
  width: 0.95rem;
  height: 0.95rem;
}

.sd-wi-hybrid[data-tone="ok"] {
  color: var(--sd-wi-ok);
  border-color: color-mix(in srgb, var(--sd-wi-ok) 35%, var(--sd-wi-line));
  background: color-mix(in srgb, var(--sd-wi-ok) 10%, #fff);
}

.sd-wi-hybrid[data-tone="pending"] {
  color: var(--sd-wi-warn);
  border-color: color-mix(in srgb, var(--sd-wi-warn) 40%, var(--sd-wi-line));
  background: color-mix(in srgb, #f59e0b 10%, #fff);
}

.sd-wi-hybrid[data-tone="error"] {
  color: var(--sd-wi-bad);
  border-color: color-mix(in srgb, var(--sd-wi-bad) 40%, var(--sd-wi-line));
  background: color-mix(in srgb, #ef4444 10%, #fff);
}

.sd-wi-compose-grid {
  display: grid;
  grid-template-columns: minmax(0, 1.6fr) minmax(14rem, 0.9fr);
  gap: var(--sd-wi-gap);
  align-items: start;
}

.sd-wi-suggest__title,
.sd-wi-suggest__section {
  font-size: var(--sd-wi-meta-label);
  font-weight: 700;
  letter-spacing: 0.06em;
  text-transform: uppercase;
  color: var(--sd-wi-muted);
  margin-bottom: 0.45rem;
}

.sd-wi-suggest__section { margin-top: 0.75rem; }

.sd-wi-suggest__row {
  display: flex;
  align-items: flex-start;
  justify-content: space-between;
  gap: 0.5rem;
  padding: 0.45rem 0;
  border-bottom: 1px solid var(--sd-wi-line);
}

.sd-wi-suggest__row:last-child { border-bottom: 0; }

.sd-wi-suggest__meta {
  font-size: 0.74rem;
  color: var(--sd-wi-muted);
  line-height: 1.3;
}

.sd-wi-pin {
  margin-bottom: 0.85rem;
  padding: 0.65rem 0.75rem;
  border-radius: 12px;
  border: 1px solid color-mix(in srgb, var(--sd-wi-accent) 28%, var(--sd-wi-line));
  background: color-mix(in srgb, var(--sd-wi-accent) 7%, var(--mud-palette-surface));
}

.sd-wi-pin__label {
  font-size: var(--sd-wi-meta-label);
  font-weight: 700;
  letter-spacing: 0.06em;
  text-transform: uppercase;
  color: var(--sd-wi-accent);
  margin-bottom: 0.45rem;
}

.sd-wi-pin .sd-wi-msg {
  border: 0;
  background: transparent;
  padding: 0;
}

.sd-wi-msg--group {
  background: color-mix(in srgb, #64748b 6%, var(--mud-palette-surface));
}

.sd-wi-watchers__head {
  display: flex;
  align-items: center;
  justify-content: space-between;
  gap: 0.5rem;
  margin-bottom: 0.35rem;
}

.sd-wi-panels {
  display: grid;
  grid-template-columns: 1.2fr 1fr 1fr;
  gap: 0.7rem;
  margin-top: 0.85rem;
}

.sd-wi-ai {
  border: 1px solid color-mix(in srgb, var(--mud-palette-primary) 22%, var(--sd-wi-line));
  background:
    linear-gradient(180deg, color-mix(in srgb, var(--mud-palette-primary) 5%, var(--mud-palette-surface)) 0%, var(--mud-palette-surface) 100%);
}

.sd-wi-ai__answer {
  padding: 0.75rem 0.85rem;
  border-radius: 12px;
  border: 1px solid var(--sd-wi-line);
  background: color-mix(in srgb, var(--mud-palette-background) 55%, var(--mud-palette-surface));
}

.sd-wi-panel {
  min-width: 0;
  padding: 0.7rem 0.8rem;
  border-radius: 12px;
  background: color-mix(in srgb, var(--mud-palette-background) 55%, var(--mud-palette-surface));
  border: 1px solid var(--sd-wi-line);
}

.sd-wi-panel__title {
  font-size: var(--sd-wi-meta-label);
  font-weight: 700;
  letter-spacing: 0.06em;
  text-transform: uppercase;
  color: var(--sd-wi-muted);
  margin-bottom: 0.55rem;
}

.sd-wi-person {
  display: flex;
  align-items: center;
  gap: 0.55rem;
  min-width: 0;
  margin-bottom: 0.45rem;
}

.sd-wi-person:last-child { margin-bottom: 0; }

.sd-wi-avatar {
  width: 1.85rem;
  height: 1.85rem;
  border-radius: 999px;
  display: inline-flex;
  align-items: center;
  justify-content: center;
  flex: 0 0 auto;
  font-size: 0.68rem;
  font-weight: 700;
  color: var(--sd-wi-accent);
  background: color-mix(in srgb, var(--sd-wi-accent) 14%, #fff);
  border: 1px solid color-mix(in srgb, var(--sd-wi-accent) 22%, transparent);
}

.sd-wi-person__text { min-width: 0; }

.sd-wi-person__label {
  display: block;
  font-size: 0.66rem;
  font-weight: 650;
  letter-spacing: 0.04em;
  text-transform: uppercase;
  color: var(--sd-wi-muted);
  line-height: 1.1;
}

.sd-wi-person__name {
  display: block;
  font-size: 0.88rem;
  font-weight: 600;
  line-height: 1.25;
  overflow: hidden;
  text-overflow: ellipsis;
  white-space: nowrap;
}

.sd-wi-person__sub {
  display: block;
  font-size: 0.72rem;
  color: var(--sd-wi-muted);
  overflow: hidden;
  text-overflow: ellipsis;
  white-space: nowrap;
}

.sd-wi-kv {
  display: grid;
  grid-template-columns: auto 1fr;
  gap: 0.28rem 0.55rem;
  align-items: baseline;
}

.sd-wi-kv__k {
  font-size: 0.72rem;
  color: var(--sd-wi-muted);
  white-space: nowrap;
}

.sd-wi-kv__v {
  font-size: 0.86rem;
  font-weight: 600;
  overflow: hidden;
  text-overflow: ellipsis;
  white-space: nowrap;
  text-align: right;
}

.sd-wi-sla {
  display: flex;
  flex-direction: column;
  gap: 0.45rem;
}

.sd-wi-sla__row {
  display: flex;
  align-items: center;
  justify-content: space-between;
  gap: 0.5rem;
  padding: 0.4rem 0.5rem;
  border-radius: 10px;
  background: color-mix(in srgb, var(--mud-palette-surface) 80%, #fff);
  border: 1px solid var(--sd-wi-line);
}

.sd-wi-sla__name {
  font-size: 0.74rem;
  font-weight: 650;
  color: var(--sd-wi-muted);
}

.sd-wi-sla__due {
  font-size: 0.82rem;
  font-weight: 700;
}

.sd-wi-sla__row[data-tone="ok"] { border-color: color-mix(in srgb, var(--sd-wi-ok) 35%, var(--sd-wi-line)); }
.sd-wi-sla__row[data-tone="ok"] .sd-wi-sla__due { color: var(--sd-wi-ok); }
.sd-wi-sla__row[data-tone="warn"] { border-color: color-mix(in srgb, var(--sd-wi-warn) 40%, var(--sd-wi-line)); background: color-mix(in srgb, #f59e0b 8%, #fff); }
.sd-wi-sla__row[data-tone="warn"] .sd-wi-sla__due { color: var(--sd-wi-warn); }
.sd-wi-sla__row[data-tone="bad"] { border-color: color-mix(in srgb, var(--sd-wi-bad) 40%, var(--sd-wi-line)); background: color-mix(in srgb, #ef4444 8%, #fff); }
.sd-wi-sla__row[data-tone="bad"] .sd-wi-sla__due { color: var(--sd-wi-bad); }

.sd-wi-layout {
  display: grid;
  grid-template-columns: minmax(0, 1fr) minmax(18rem, 23rem);
  gap: var(--sd-wi-gap);
  align-items: start;
}

.sd-wi-main,
.sd-wi-side {
  display: flex;
  flex-direction: column;
  gap: var(--sd-wi-gap);
  min-width: 0;
}

.sd-wi-side {
  position: sticky;
  top: 0.65rem;
}

.sd-wi-card.mud-paper {
  border-radius: var(--sd-wi-radius) !important;
  border: 1px solid var(--sd-wi-line);
}

.sd-wi-card__head {
  display: flex;
  align-items: center;
  justify-content: space-between;
  gap: 0.75rem;
  margin-bottom: 0.65rem;
}

.sd-wi-card__head h3,
.sd-wi-card__head .mud-typography-subtitle1 {
  margin: 0;
  font-weight: 700;
  letter-spacing: -0.01em;
}

.sd-wi-side__section + .sd-wi-side__section {
  margin-top: 0.35rem;
  padding-top: 0.8rem;
  border-top: 1px solid var(--sd-wi-line);
}

.sd-wi-feed {
  display: flex;
  flex-direction: column;
  gap: 0.65rem;
}

.sd-wi-msg {
  display: grid;
  grid-template-columns: 2.1rem minmax(0, 1fr);
  gap: 0.65rem;
  padding: 0.7rem 0.75rem;
  border-radius: 12px;
  border: 1px solid var(--sd-wi-line);
  background: color-mix(in srgb, var(--mud-palette-surface) 88%, #fff);
}

.sd-wi-msg[data-kind="internal"] {
  background: color-mix(in srgb, #f59e0b 6%, var(--mud-palette-surface));
  border-color: color-mix(in srgb, #f59e0b 22%, var(--sd-wi-line));
}

.sd-wi-msg[data-kind="customer"] {
  background: color-mix(in srgb, var(--sd-wi-accent) 5%, var(--mud-palette-surface));
  border-color: color-mix(in srgb, var(--sd-wi-accent) 18%, var(--sd-wi-line));
}

.sd-wi-msg[data-kind="agent"] {
  background: color-mix(in srgb, #0f766e 5%, var(--mud-palette-surface));
  border-color: color-mix(in srgb, #0f766e 18%, var(--sd-wi-line));
}

.sd-wi-msg__meta {
  display: flex;
  flex-wrap: wrap;
  align-items: center;
  gap: 0.35rem 0.55rem;
  margin-bottom: 0.25rem;
}

.sd-wi-msg__author {
  font-size: 0.86rem;
  font-weight: 700;
}

.sd-wi-msg__when {
  font-size: 0.74rem;
  color: var(--sd-wi-muted);
}

.sd-wi-msg__body {
  white-space: pre-wrap;
  word-break: break-word;
  font-size: 0.92rem;
  line-height: 1.45;
}

.sd-wi-pill {
  display: inline-flex;
  align-items: center;
  padding: 0.1rem 0.45rem;
  border-radius: 999px;
  font-size: 0.68rem;
  font-weight: 700;
  letter-spacing: 0.02em;
  text-transform: uppercase;
  background: color-mix(in srgb, var(--mud-palette-text-secondary) 12%, transparent);
  color: var(--sd-wi-muted);
}

.sd-wi-pill--work,
.sd-wi-pill--internal { background: color-mix(in srgb, #f59e0b 18%, transparent); color: var(--sd-wi-warn); }
.sd-wi-pill--customer { background: color-mix(in srgb, var(--sd-wi-accent) 16%, transparent); color: var(--sd-wi-accent); }
.sd-wi-pill--agent { background: color-mix(in srgb, #0f766e 16%, transparent); color: #0f766e; }
.sd-wi-pill--system { background: color-mix(in srgb, #64748b 16%, transparent); color: #475569; }

.sd-wi-timeline-detail {
  font-size: 0.8rem;
  white-space: pre-wrap;
  word-break: break-word;
  max-width: 40rem;
  color: var(--sd-wi-muted);
}

.sd-wi-empty {
  padding: 1.1rem;
  border-radius: 12px;
  border: 1px dashed var(--sd-wi-line);
  color: var(--sd-wi-muted);
  text-align: center;
  font-size: 0.9rem;
}

@media (max-width: 1200px) {
  .sd-wi-panels { grid-template-columns: 1fr; }
  .sd-wi-compose-grid { grid-template-columns: 1fr; }
}

@media (max-width: 1100px) {
  .sd-wi-layout { grid-template-columns: 1fr; }
  .sd-wi-side { position: static; }
}

.sd-wi-user {
  margin-top: 0.15rem;
}

.sd-wi-user__title {
  font-size: var(--sd-wi-meta-label);
  font-weight: 700;
  letter-spacing: 0.06em;
  text-transform: uppercase;
  color: var(--sd-wi-muted);
  margin-bottom: 0.45rem;
}

.sd-wi-user__name {
  font-weight: 600;
  font-size: 0.95rem;
  line-height: 1.3;
  display: flex;
  align-items: center;
  flex-wrap: wrap;
  gap: 0.25rem;
}

.sd-wi-user__meta {
  font-size: 0.78rem;
  color: var(--sd-wi-muted);
  line-height: 1.35;
}

.sd-wi-user__section {
  font-size: var(--sd-wi-meta-label);
  font-weight: 700;
  letter-spacing: 0.06em;
  text-transform: uppercase;
  color: var(--sd-wi-muted);
  margin: 0.75rem 0 0.35rem;
}

.sd-wi-user__chips {
  display: flex;
  flex-wrap: wrap;
  gap: 0.35rem;
}

.sd-wi-user--compact .sd-wi-user__name {
  font-size: 0.9rem;
}