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Author	SHA1	Message	Date
Rodolpho Lopes	0c88e71f92	docs(KB-035): modelo de dados dos KPIs de Service Desk no GLPI 11 ... Documenta as colunas/tabelas reais usadas pelas 7 tools de KPI (MTTR via solve_delay_stat, FCR via solução recusada, SLA TTR/TTO, workload, backlog, CSAT, volume). Atualiza snapshot KB-026 para 26 tools. Co-Authored-By: Claude Opus 4.8 <noreply@anthropic.com>	2026-06-22 22:52:14 +00:00