update

apps/accounts/forms.py

@@ -77,7 +77,7 @@ class UserCreateForm(DepartmentFieldMixin, forms.ModelForm):
         required=False,
         widget=forms.PasswordInput(attrs={
             "class": "w-full px-4 py-3 border border-slate-200 rounded-xl focus:outline-none focus:ring-2 focus:ring-navy focus:border-transparent transition bg-white text-sm",
-            "placeholder": _("Leave blank to generate random password"),
+            "placeholder": _("Leave blank to send a password setup link via email"),
         }),
     )
     password_confirm = forms.CharField(
@@ -111,6 +111,8 @@ class UserCreateForm(DepartmentFieldMixin, forms.ModelForm):
         if self.user and self.user.is_hospital_admin() and self.user.hospital:
             self.fields["hospital"].initial = self.user.hospital
             self.fields["hospital"].queryset = Hospital.objects.filter(id=self.user.hospital.id)
+        elif self.user and self.user.is_px_admin() and getattr(self.request, "tenant_hospital", None):
+            self.fields["hospital"].initial = self.request.tenant_hospital
 
     def clean_email(self):
         email = self.cleaned_data.get("email")
@@ -127,18 +129,14 @@ class UserCreateForm(DepartmentFieldMixin, forms.ModelForm):
         return cleaned_data
 
     def save(self, commit=True):
-        import secrets
-        import string
-
         user = super().save(commit=False)
         password = self.cleaned_data.get("password")
 
-        if not password:
-            alphabet = string.ascii_letters + string.digits + "!@#$%^&*"
-            password = ''.join(secrets.choice(alphabet) for _ in range(16))
-            self._generated_password = password
+        if password:
+            user.set_password(password)
+        else:
+            user.set_unusable_password()
 
-        user.set_password(password)
         if commit:
             user.save()
             selected_groups = self.cleaned_data.get("groups")

apps/complaints/services/complaint_service.py

@@ -81,14 +81,16 @@ class ComplaintService:
             return True
         if user.is_hospital_admin() and user.hospital == complaint.hospital:
             return True
-        if user.is_px_management() and user.hospital == complaint.hospital:
-            return True
-        if user.is_px_employee() and user.hospital == complaint.hospital:
-            return True
-        if user.is_department_manager() and user.department == complaint.department:
-            return True
         if complaint.assigned_to and complaint.assigned_to == user:
             return True
+        # Before activation: PX staff can claim/activate the complaint
+        if not complaint.activated_at:
+            if user.is_px_management() and user.hospital == complaint.hospital:
+                return True
+            if user.is_px_employee() and user.hospital == complaint.hospital:
+                return True
+        if user.is_department_manager() and user.department == complaint.department:
+            return True
         if user.department_id and complaint.involved_departments.filter(department_id=user.department_id).exists():
             return True
         return False

apps/complaints/tasks.py

@@ -2948,10 +2948,17 @@ def send_inquiry_sla_reminders():
             if hours_since_creation >= first_reminder_hours:
                 if inquiry.assigned_to and inquiry.assigned_to.email:
                     try:
+                        ctx = {
+                            "inquiry": inquiry,
+                            "recipient_name": inquiry.assigned_to.get_full_name(),
+                            "hours_remaining": max(0, round(hours_until_due)),
+                            "inquiry_url": f"{settings.SITE_URL.rstrip('/')}/inquiries/{inquiry.pk}/",
+                        }
                         NotificationService.send_email(
                             email=inquiry.assigned_to.email,
                             subject=f"SLA Reminder - Inquiry #{inquiry.id}",
                             message=f"Inquiry '{inquiry.subject}' is due at {inquiry.due_at}. Please take action.",
+                            html_message=render_to_string("emails/inquiry_sla_reminder.html", ctx),
                             related_object=inquiry,
                         )
                         inquiry.reminder_sent_at = now
@@ -2965,10 +2972,17 @@ def send_inquiry_sla_reminders():
             if hours_since_creation >= second_reminder_hours:
                 if inquiry.assigned_to and inquiry.assigned_to.email:
                     try:
+                        ctx = {
+                            "inquiry": inquiry,
+                            "recipient_name": inquiry.assigned_to.get_full_name(),
+                            "hours_remaining": max(0, round(hours_until_due)),
+                            "inquiry_url": f"{settings.SITE_URL.rstrip('/')}/inquiries/{inquiry.pk}/",
+                        }
                         NotificationService.send_email(
                             email=inquiry.assigned_to.email,
                             subject=f"URGENT: SLA Reminder - Inquiry #{inquiry.id}",
                             message=f"Inquiry '{inquiry.subject}' is due at {inquiry.due_at}. URGENT action required.",
+                            html_message=render_to_string("emails/inquiry_sla_second_reminder.html", ctx),
                             related_object=inquiry,
                         )
                         inquiry.second_reminder_sent_at = now
@@ -3233,6 +3247,14 @@ def send_inquiry_dept_response_reminders():
         ):
             for recipient in recipients:
                 try:
+                    ctx = {
+                        "inquiry": inquiry,
+                        "department_name": dept.name,
+                        "sla_due_at": inquiry.dept_response_sla_due_at,
+                        "hours_remaining": max(0, round(hours_remaining)),
+                        "inquiry_url": f"{settings.SITE_URL.rstrip('/')}/inquiries/{inquiry.pk}/",
+                        "recipient_name": recipient.get_full_name(),
+                    }
                     NotificationService.send_email(
                         email=recipient.email,
                         subject=f"Reminder: Inquiry #{inquiry.reference_number} - Response Required",
@@ -3242,6 +3264,7 @@ def send_inquiry_dept_response_reminders():
                             f"Time remaining: {max(0, round(hours_remaining))} hours. "
                             f"Please submit your response before the deadline."
                         ),
+                        html_message=render_to_string("emails/inquiry_dept_response_reminder.html", ctx),
                         related_object=inquiry,
                     )
                 except Exception as e:
@@ -3260,6 +3283,14 @@ def send_inquiry_dept_response_reminders():
         ):
             for recipient in recipients:
                 try:
+                    ctx = {
+                        "inquiry": inquiry,
+                        "department_name": dept.name,
+                        "sla_due_at": inquiry.dept_response_sla_due_at,
+                        "hours_remaining": max(0, round(hours_remaining)),
+                        "inquiry_url": f"{settings.SITE_URL.rstrip('/')}/inquiries/{inquiry.pk}/",
+                        "recipient_name": recipient.get_full_name(),
+                    }
                     NotificationService.send_email(
                         email=recipient.email,
                         subject=f"URGENT: Inquiry #{inquiry.reference_number} - Response Overdue Soon",
@@ -3269,6 +3300,7 @@ def send_inquiry_dept_response_reminders():
                             f"Time remaining: {max(0, round(hours_remaining))} hours. "
                             f"Please submit your response immediately."
                         ),
+                        html_message=render_to_string("emails/inquiry_dept_response_reminder.html", ctx),
                         related_object=inquiry,
                     )
                 except Exception as e:
@@ -3534,7 +3566,7 @@ def notify_champion_on_dept_assignment_task(involved_department_id):
         department_url = f"{base}/organizations/departments/{department.pk}/"
 
         NotificationService.send_email(
-            recipient=champion_user.email,
+            email=champion_user.email,
             subject=f"New Complaint Assigned - {complaint.reference_number}",
             message=f"""A new complaint has been assigned to your department ({department.name}).
 

apps/complaints/ui_views.py

@@ -612,6 +612,28 @@ def complaint_detail(request, pk):
 
     ComplaintService.ensure_involved_records(complaint)
 
+    # Self-heal: if the complaint was sent to its primary department but no CID
+    # row exists (legacy data from before the fix), create one now so the primary
+    # department appears in the Involved Departments list.
+    if complaint.sent_to_department and complaint.department_id:
+        if not any(inv.department_id == complaint.department_id
+                   for inv in complaint.involved_departments.all()):
+            from .models import ComplaintInvolvedDepartment
+            ComplaintInvolvedDepartment.objects.get_or_create(
+                complaint=complaint,
+                department=complaint.department,
+                defaults={
+                    "role": "primary",
+                    "is_primary": True,
+                    "added_by": request.user,
+                    "forwarded_at": complaint.forwarded_to_dept_at or timezone.now(),
+                    "sent": True,
+                    "sent_at": complaint.sent_to_department_at or timezone.now(),
+                },
+            )
+            if hasattr(complaint, "_prefetched_objects_cache"):
+                complaint._prefetched_objects_cache.pop("involved_departments", None)
+
     user = request.user
     if not user.is_px_admin():
         if user.is_hospital_admin() and complaint.hospital != user.hospital:
@@ -747,9 +769,12 @@ def complaint_detail(request, pk):
         "can_manage_actions": (
             user.is_px_admin()
             or (user.is_hospital_admin() and user.hospital == complaint.hospital)
-            or (user.is_px_management() and user.hospital == complaint.hospital)
-            or (user.is_px_employee() and user.hospital == complaint.hospital)
             or (complaint.assigned_to == user)
+            or (
+                not complaint.activated_at
+                and (user.is_px_management() or user.is_px_employee())
+                and user.hospital == complaint.hospital
+            )
         ),
         "can_admin": user.is_px_admin() or (user.is_hospital_admin() and user.hospital == complaint.hospital),
         "is_active_status": complaint.is_active_status,
@@ -1195,6 +1220,35 @@ def complaint_send_to(request, pk):
             now = timezone.now()
 
             if complaint.department_id == department.pk:
+                # Create/update CID for the primary department too so it appears
+                # in the Involved Departments list and the department-detail queries.
+                involved_dept, created = ComplaintInvolvedDepartment.objects.get_or_create(
+                    complaint=complaint,
+                    department=department,
+                    defaults={
+                        "role": "primary",
+                        "is_primary": True,
+                        "added_by": user,
+                        "forwarded_at": now,
+                        "sent": True,
+                        "sent_at": now,
+                    },
+                )
+                if not created:
+                    involved_dept.forwarded_at = now
+                    involved_dept.sent = True
+                    involved_dept.sent_at = now
+                    involved_dept.routing_status = "sent"
+                    involved_dept.rejected_at = None
+                    involved_dept.rejected_by_staff = None
+                    involved_dept.rejection_reason = ""
+                    involved_dept.suggested_department = None
+                    involved_dept.save(update_fields=[
+                        "forwarded_at", "sent", "sent_at",
+                        "routing_status", "rejected_at", "rejected_by_staff",
+                        "rejection_reason", "suggested_department",
+                    ])
+
                 complaint.sent_to_department = True
                 complaint.sent_to_department_at = now
                 if not complaint.forwarded_to_dept_at:
@@ -1371,6 +1425,123 @@ def complaint_send_to(request, pk):
         }, status=500)
 
 
+@login_required
+@require_http_methods(["POST"])
+def complaint_send_dept_reminder(request, pk):
+    """Send a manual reminder to a department that hasn't responded yet.
+
+    Visible in Quick Actions after the complaint has been sent to a department.
+    The user picks which department from a modal; this endpoint sends an email +
+    SMS to that department's champion/manager and logs a ComplaintUpdate.
+    """
+    from .models import ComplaintInvolvedDepartment, ComplaintUpdate
+    from apps.notifications.services import NotificationService, get_email_header_html
+    from apps.organizations.department_contacts import get_champion_and_manager
+    from apps.core.utils import build_public_track_url
+
+    complaint = get_object_or_404(Complaint, pk=pk)
+    user = request.user
+
+    if not can_manage_complaint(user, complaint):
+        messages.error(request, _("You don't have permission to send reminders."))
+        return redirect("complaints:complaint_detail", pk=pk)
+
+    inv_dept_id = request.POST.get("involved_department_id", "").strip()
+    note = request.POST.get("note", "").strip()
+
+    if not inv_dept_id:
+        messages.error(request, _("Please select a department."))
+        return redirect("complaints:complaint_detail", pk=pk)
+
+    involved_dept = get_object_or_404(
+        ComplaintInvolvedDepartment,
+        pk=inv_dept_id,
+        complaint=complaint,
+        sent=True,
+        response_submitted=False,
+    )
+    department = involved_dept.department
+
+    targets = get_champion_and_manager(department)
+    if not targets:
+        messages.error(
+            request,
+            _(f"Cannot send reminder to {department.get_localized_name()}. This department has no champion or manager assigned."),
+        )
+        return redirect("complaints:complaint_detail", pk=pk)
+
+    track_url = build_public_track_url("complaint", complaint.reference_number)
+    notified = []
+    sent_any = False
+
+    for target in targets:
+        email = target.get("email") or ""
+        phone = target.get("phone") or ""
+        label = target.get("label") or ""
+        display_name = target.get("display_name") or label
+
+        if email:
+            try:
+                NotificationService.send_email(
+                    email=email,
+                    subject=f"Reminder: Complaint #{complaint.reference_number} - Response Required",
+                    message=(
+                        f"This is a reminder that complaint #{complaint.reference_number} "
+                        f"is awaiting your department's response.\n\n"
+                        f"Track: {track_url}"
+                    ),
+                    html_message=f"""
+<div style="font-family: 'Segoe UI', Tahoma, sans-serif; max-width: 600px; margin: 0 auto; border: 1px solid #e5e7eb; border-radius: 8px; overflow: hidden;">
+    {get_email_header_html()}
+    <div style="padding: 20px;">
+        <h2 style="color: #005696; font-size: 18px; margin: 0 0 12px 0;">Reminder: Response Required</h2>
+        <p style="margin: 0 0 12px 0;">This is a reminder that complaint <strong>#{complaint.reference_number}</strong> is still awaiting your department's response.</p>
+        <p style="margin: 0 0 12px 0;"><strong>Department:</strong> {department.name}</p>
+        <div style="text-align: center; margin: 20px 0;">
+            <a href="{track_url}" style="background: #005696; color: white; padding: 10px 24px; border-radius: 8px; text-decoration: none; font-weight: 600;">Track Complaint</a>
+        </div>
+    </div>
+</div>
+""",
+                    related_object=complaint,
+                )
+                sent_any = True
+            except Exception:
+                pass
+        if phone:
+            try:
+                NotificationService.send_sms(
+                    phone,
+                    f"PX360: Reminder - Complaint #{complaint.reference_number} sent to {department.name} is awaiting your response. Track: {track_url}",
+                    related_object=complaint,
+                )
+                sent_any = True
+            except Exception:
+                pass
+
+        notified.append(f"{display_name} ({label})")
+
+    if sent_any:
+        ComplaintUpdate.objects.create(
+            complaint=complaint,
+            update_type="communication",
+            message=f"Manual reminder sent to {department.get_localized_name()} — {', '.join(notified)}",
+            created_by=user,
+            metadata={
+                "event_type": "manual_reminder",
+                "department_id": str(department.id),
+                "involved_department_id": str(involved_dept.id),
+                "recipients": notified,
+                "note": note,
+            },
+        )
+        messages.success(request, _(f"Reminder sent to {department.get_localized_name()}."))
+    else:
+        messages.error(request, _(f"Could not send reminder to {department.get_localized_name()}. No valid contact info."))
+
+    return redirect("complaints:complaint_detail", pk=pk)
+
+
 @login_required
 @require_http_methods(["POST"])
 def complaint_change_status(request, pk):

apps/complaints/urls.py

@@ -180,6 +180,7 @@ urlpatterns = [
     path("departments/<uuid:pk>/reject-routing/", ui_views.involved_department_reject_routing, name="involved_department_reject_routing"),
     # Unified Send To (Person or Department) - AJAX
     path("<uuid:pk>/send-to/", ui_views.complaint_send_to, name="complaint_send_to"),
+    path("<uuid:pk>/send-dept-reminder/", ui_views.complaint_send_dept_reminder, name="complaint_send_dept_reminder"),
     # Collect Feedback (champion/manager compose questions for staff)
     path("<uuid:pk>/collect-feedback/", ui_views.collect_feedback_start, name="collect_feedback_start"),
     # Involved Staff Management

apps/complaints/views.py

@@ -3665,6 +3665,10 @@ def complaint_explanation_form(request, complaint_id, token):
             )
             investigation.final_reply = explanation_text
             investigation.status = InvestigationStatus.DIRECT_REPLY_IN_PROGRESS
+            investigation.negligence_finding = negligence_finding
+            investigation.policy_issue_finding = policy_issue_finding
+            investigation.requires_improvement_project = requires_improvement_project
+            investigation.improvement_project_note = improvement_project_note
 
             import random
 
@@ -3673,6 +3677,8 @@ def complaint_explanation_form(request, complaint_id, token):
             investigation.otp_sent_at = timezone.now()
             investigation.save(update_fields=[
                 "final_reply", "status", "otp_code", "otp_sent_at",
+                "negligence_finding", "policy_issue_finding",
+                "requires_improvement_project", "improvement_project_note",
             ])
 
             sent_channels = []
@@ -3977,6 +3983,7 @@ def complaint_explanation_form(request, complaint_id, token):
 
     # Auto-show OTP entry if a direct-reply OTP is still valid (e.g., user reloaded page)
     otp_sent_on_get = False
+    draft_ctx = {}
     if not explanation.is_used:
         from apps.complaints.models import ChampionInvestigation, InvestigationStatus
         from datetime import timedelta
@@ -3987,6 +3994,14 @@ def complaint_explanation_form(request, complaint_id, token):
         ).exclude(otp_code="").first()
         if existing and existing.otp_sent_at and timezone.now() <= existing.otp_sent_at + timedelta(minutes=10):
             otp_sent_on_get = True
+            draft_ctx = {
+                "final_reply": existing.final_reply or "",
+                "negligence_finding": existing.negligence_finding or "",
+                "policy_issue_finding": existing.policy_issue_finding or "",
+                "requires_improvement_project": existing.requires_improvement_project or "",
+                "improvement_project_note": existing.improvement_project_note or "",
+                "consent_checked": True,
+            }
 
     return render(
         request,
@@ -4005,6 +4020,7 @@ def complaint_explanation_form(request, complaint_id, token):
                     "token": explanation.token,
                 })
             ),
+            **draft_ctx,
         },
     )
 

apps/core/config_views.py

@@ -212,9 +212,10 @@ def user_create(request):
         form = UserCreateForm(request.POST, request=request)
         if form.is_valid():
             user = form.save()
-            generated_password = getattr(form, '_generated_password', None)
 
             staff_id = request.POST.get("staff_id")
+            create_staff = request.POST.get("create_staff") == "on"
+
             if staff_id:
                 from apps.organizations.models import Staff
                 try:
@@ -226,29 +227,46 @@ def user_create(request):
                     ))
                 except Staff.DoesNotExist:
                     messages.success(request, _("User '{}' created successfully.").format(user.get_full_name()))
+            elif create_staff:
+                from apps.organizations.services import StaffService
+                staff_type = request.POST.get("staff_type", "other")
+                job_title = request.POST.get("staff_job_title", "")
+                try:
+                    staff = StaffService.create_staff_for_user(
+                        user, staff_type=staff_type, job_title=job_title, request=request
+                    )[0]
+                    messages.success(request, _("User '{}' created with staff record '{}'.").format(
+                        user.get_full_name(), staff.get_full_name()
+                    ))
+                except ValueError as e:
+                    messages.warning(request, _("User '{}' created but staff record creation failed: {}").format(
+                        user.get_full_name(), str(e)
+                    ))
             else:
                 messages.success(request, _("User '{}' created successfully.").format(user.get_full_name()))
 
+            password_was_set = bool(form.cleaned_data.get("password"))
+
             try:
                 base_url = f"{request.scheme}://{request.get_host()}"
-                reset_token = PasswordResetTokenService.create_reset_token(user)
-                reset_url = PasswordResetTokenService.build_reset_url(base_url, reset_token)
+                subject = _("Your PX360 Account Has Been Created")
 
-                if generated_password:
+                if password_was_set:
+                    login_url = f"{base_url}/accounts/login/"
                     html_message = render_to_string(
                         "config/emails/user_created_email.html",
-                        {"user": user, "reset_url": reset_url, "temp_password": generated_password},
+                        {"user": user, "login_url": login_url},
                         request=request,
                     )
                     plain_message = (
                         f"Dear {user.get_full_name()},\n\n"
                         f"An account has been created for you on PX360.\n\n"
-                        f"Your temporary password: {generated_password}\n\n"
-                        f"For security, please set your own password using the link below:\n{reset_url}\n\n"
-                        f"This link expires in 24 hours."
+                        f"You can log in at: {login_url}\n\n"
+                        f"Please contact your administrator for your login credentials."
                     )
-                    subject = _("Your PX360 Account Has Been Created")
                 else:
+                    reset_token = PasswordResetTokenService.create_reset_token(user)
+                    reset_url = PasswordResetTokenService.build_reset_url(base_url, reset_token)
                     html_message = render_to_string(
                         "config/emails/reset_password_email.html",
                         {"user": user, "reset_url": reset_url},
@@ -260,7 +278,6 @@ def user_create(request):
                         f"Use the link below to set your password:\n{reset_url}\n\n"
                         f"This link expires in 24 hours."
                     )
-                    subject = _("Your PX360 Account Has Been Created")
 
                 NotificationService.send_email(
                     email=user.email,
@@ -270,8 +287,8 @@ def user_create(request):
                     user=user,
                     notification_type="system",
                 )
-                if generated_password:
-                    messages.info(request, _("Credentials sent to {}.").format(user.email))
+                if password_was_set:
+                    messages.info(request, _("Welcome email sent to {}.").format(user.email))
                 else:
                     messages.info(request, _("Password setup link sent to {}.").format(user.email))
             except Exception as e:

apps/integrations/api_serializers.py

@@ -363,7 +363,6 @@ class ExternalAppreciationRetrieveSerializer(serializers.ModelSerializer):
     """Read-only serializer for retrieving an appreciation."""
 
     hospital_name = serializers.CharField(source="hospital.name", read_only=True)
-    reference_number = serializers.SerializerMethodField()
 
     class Meta:
         model = Appreciation
@@ -379,11 +378,6 @@ class ExternalAppreciationRetrieveSerializer(serializers.ModelSerializer):
         ]
         read_only_fields = fields
 
-    def get_reference_number(self, obj):
-        if obj.metadata and "reference_number" in obj.metadata:
-            return obj.metadata["reference_number"]
-        return None
-
 
 # ---------------------------------------------------------------------------
 # Suggestion (Feedback)
@@ -433,7 +427,6 @@ class ExternalSuggestionRetrieveSerializer(serializers.ModelSerializer):
     """Read-only serializer for retrieving a suggestion."""
 
     hospital_name = serializers.CharField(source="hospital.name", read_only=True)
-    reference_number = serializers.SerializerMethodField()
 
     class Meta:
         model = Feedback
@@ -455,11 +448,6 @@ class ExternalSuggestionRetrieveSerializer(serializers.ModelSerializer):
         ]
         read_only_fields = fields
 
-    def get_reference_number(self, obj):
-        if obj.metadata and "reference_number" in obj.metadata:
-            return obj.metadata["reference_number"]
-        return None
-
 
 class ExternalComplaintSatisfactionSerializer(serializers.Serializer):
     satisfaction = serializers.ChoiceField(

apps/integrations/api_views.py

@@ -155,7 +155,7 @@ class ExternalComplaintCreateView(ExternalAPIBase, APIView):
                 status=status.HTTP_403_FORBIDDEN,
             )
 
-        # Reference number generated by Complaint.save() (unified CMP-YYYYMM-HOSP-NNNN)
+        # Reference number generated by Complaint.save() (unified CMP-YYYYMM-NNNN)
 
         complaint = Complaint.objects.create(
             patient=None,
@@ -187,6 +187,8 @@ class ExternalComplaintCreateView(ExternalAPIBase, APIView):
             message="Complaint submitted via external API.",
         )
 
+        reference_number = complaint.reference_number
+
         # Trigger background tasks
         try:
             from apps.complaints.tasks import analyze_complaint_with_ai, notify_staff_new_item
@@ -596,13 +598,6 @@ class ExternalAppreciationCreateView(ExternalAPIBase, APIView):
                 status=status.HTTP_403_FORBIDDEN,
             )
 
-        import uuid
-        from datetime import datetime
-
-        today = datetime.now().strftime("%Y%m%d")
-        random_suffix = str(uuid.uuid4().int)[:6]
-        reference_number = f"APR-{today}-{random_suffix}"
-
         appreciation = Appreciation.objects.create(
             hospital=data["hospital"],
             message_en=data["message"],
@@ -613,7 +608,6 @@ class ExternalAppreciationCreateView(ExternalAPIBase, APIView):
             visibility=AppreciationVisibility.PUBLIC,
             metadata={
                 "source": "external_api",
-                "reference_number": reference_number,
                 "submitted_by_name": data["contact_name"],
                 "submitted_by_phone": data["contact_phone"],
             },
@@ -636,7 +630,7 @@ class ExternalAppreciationCreateView(ExternalAPIBase, APIView):
         return Response(
             {
                 "success": True,
-                "reference_number": reference_number,
+                "reference_number": appreciation.reference_number,
                 "status": appreciation.status,
             },
             status=status.HTTP_201_CREATED,
@@ -646,22 +640,22 @@ class ExternalAppreciationCreateView(ExternalAPIBase, APIView):
 class ExternalAppreciationRetrieveView(ExternalAPIBase, APIView):
     """
     GET /api/v1/external/appreciations/
-    GET /api/v1/external/appreciations/<id>/
+    GET /api/v1/external/appreciations/<reference_number>/
     """
 
     entity_name = "appreciations"
 
-    def get(self, request, pk=None):
+    def get(self, request, reference_number=None):
         access_err = self.check_entity_access()
         if access_err:
             return access_err
 
-        if pk:
-            return self._retrieve(request, pk)
+        if reference_number:
+            return self._retrieve(request, reference_number)
         return self._list(request)
 
-    def _retrieve(self, request, pk):
-        qs = Appreciation.all_objects.filter(pk=pk)
+    def _retrieve(self, request, reference_number):
+        qs = Appreciation.all_objects.filter(reference_number=reference_number)
         qs = self.filter_queryset_by_hospital(qs)
         appreciation = qs.first()
         if not appreciation:
@@ -734,13 +728,6 @@ class ExternalSuggestionCreateView(ExternalAPIBase, APIView):
             "other": FeedbackCategory.OTHER,
         }
 
-        import uuid as _uuid
-        from datetime import datetime
-
-        today = datetime.now().strftime("%Y%m%d")
-        random_suffix = str(_uuid.uuid4().int)[:6]
-        reference_number = f"SG-{today}-{random_suffix}"
-
         title = data.get("title") or data["message"][:100]
 
         feedback = Feedback.objects.create(
@@ -756,7 +743,6 @@ class ExternalSuggestionCreateView(ExternalAPIBase, APIView):
             status=FeedbackStatus.SUBMITTED,
             metadata={
                 "source": "external_api",
-                "reference_number": reference_number,
                 "suggestion_area": data.get("category", "general"),
             },
         )
@@ -780,7 +766,7 @@ class ExternalSuggestionCreateView(ExternalAPIBase, APIView):
         return Response(
             {
                 "success": True,
-                "reference_number": reference_number,
+                "reference_number": feedback.reference_number,
                 "status": feedback.status,
             },
             status=status.HTTP_201_CREATED,
@@ -790,22 +776,22 @@ class ExternalSuggestionCreateView(ExternalAPIBase, APIView):
 class ExternalSuggestionRetrieveView(ExternalAPIBase, APIView):
     """
     GET /api/v1/external/suggestions/
-    GET /api/v1/external/suggestions/<id>/
+    GET /api/v1/external/suggestions/<reference_number>/
     """
 
     entity_name = "suggestions"
 
-    def get(self, request, pk=None):
+    def get(self, request, reference_number=None):
         access_err = self.check_entity_access()
         if access_err:
             return access_err
 
-        if pk:
-            return self._retrieve(request, pk)
+        if reference_number:
+            return self._retrieve(request, reference_number)
         return self._list(request)
 
-    def _retrieve(self, request, pk):
-        qs = Feedback.all_objects.filter(pk=pk)
+    def _retrieve(self, request, reference_number):
+        qs = Feedback.all_objects.filter(reference_number=reference_number)
         qs = self.filter_queryset_by_hospital(qs)
         feedback = qs.first()
         if not feedback:

apps/integrations/urls_external.py

@@ -119,7 +119,7 @@ urlpatterns = [
         name="external-appreciation-list",
     ),
     path(
-        "appreciations/<uuid:pk>/",
+        "appreciations/<str:reference_number>/",
         ExternalAppreciationRetrieveView.as_view(),
         name="external-appreciation-detail",
     ),
@@ -135,7 +135,7 @@ urlpatterns = [
         name="external-suggestion-list",
     ),
     path(
-        "suggestions/<uuid:pk>/",
+        "suggestions/<str:reference_number>/",
         ExternalSuggestionRetrieveView.as_view(),
         name="external-suggestion-detail",
     ),

apps/notifications/services.py

@@ -312,6 +312,18 @@ class NotificationService:
         Returns:
             NotificationLog instance
         """
+        # Auto-wrap plain-text messages in the branded base email template so
+        # every notification has the hospital logo, card, and footer. Callers
+        # that already supply html_message are left untouched.
+        if html_message is None and message:
+            from django.template.loader import render_to_string as _render_to_string
+
+            content_html = "<p>" + message.replace("\n\n", "</p><p>").replace("\n", "<br>\n") + "</p>"
+            html_message = _render_to_string(
+                "emails/simple_email.html",
+                {"subject": subject, "content_html": content_html},
+            )
+
         from apps.accounts.models import User
 
         # Check if Email API is enabled and use it (simulator or external API)

apps/notifications/tests_email.py

@@ -0,0 +1,129 @@
+"""
+Tests for the email reminder template consistency fixes:
+ - Part D: NotificationService.send_email auto-wraps plain-text in branded template
+ - Part A: dept-champion notification uses email= (not recipient=) kwarg
+ - Part B/C: branded reminder templates render with the expected context
+"""
+from unittest.mock import patch
+
+from django.template.loader import render_to_string
+from django.test import TestCase
+
+from apps.notifications.services import NotificationService
+
+
+class AutoWrapBrandedTemplateTests(TestCase):
+    """Part D — plain-text messages are auto-wrapped in the branded template."""
+
+    @patch("apps.notifications.services.send_mail")
+    def test_plain_text_gets_branded_html(self, mock_send_mail):
+        NotificationService.send_email(
+            email="patient@example.com",
+            subject="Test Subject",
+            message="Line one.\n\nLine two.\nLine three.",
+        )
+        # send_mail was called with an html_message
+        _, kwargs = mock_send_mail.call_args
+        self.assertIsNotNone(kwargs.get("html_message"))
+        html = kwargs["html_message"]
+        # The branded template contributes these structural markers
+        self.assertIn("email-container", html)  # the 600px card from base_email_template
+        self.assertIn("<!DOCTYPE", html)  # full HTML document shell
+        # Plain-text content was converted to HTML paragraphs
+        self.assertIn("Line one.", html)
+        self.assertIn("<br>", html)  # single newline -> <br>
+        self.assertIn("<p>", html)  # double newline -> new paragraph
+
+    @patch("apps.notifications.services.send_mail")
+    def test_explicit_html_message_is_not_overwritten(self, mock_send_mail):
+        """Callers that already provide html_message keep it as-is (no double-wrapping)."""
+        custom_html = "<div>My custom layout</div>"
+        NotificationService.send_email(
+            email="patient@example.com",
+            subject="Test",
+            message="Plain text fallback",
+            html_message=custom_html,
+        )
+        _, kwargs = mock_send_mail.call_args
+        self.assertEqual(kwargs["html_message"], custom_html)
+
+
+class DeptChampionNotificationKwargTests(TestCase):
+    """Part A — the recipient= bug is fixed (send_email uses email= kwarg).
+
+    We verify indirectly: send_email no longer receives an unexpected 'recipient'
+    kwarg, which used to cause a TypeError swallowed by try/except.
+    """
+
+    @patch("apps.notifications.services.send_mail")
+    def test_send_email_signature_rejects_recipient_kwarg(self, mock_mail):
+        """The send_email method must not accept 'recipient' as a kwarg (the bug).
+
+        Python validates kwargs at call time, so TypeError fires before the
+        body runs — we must NOT mock send_email itself.
+        """
+        with self.assertRaises(TypeError):
+            NotificationService.send_email(
+                recipient="someone@example.com",  # wrong kwarg — should TypeError
+                subject="Test",
+                message="Test",
+            )
+
+
+class BrandedReminderTemplateTests(TestCase):
+    """Parts B & C — the reminder templates extend the base and render branded HTML."""
+
+    def _assert_branded(self, html):
+        """Structural markers contributed by base_email_template.html."""
+        self.assertIn("<!DOCTYPE", html)
+        self.assertIn("email-container", html)
+
+    def test_inquiry_dept_response_reminder_renders(self):
+        html = render_to_string("emails/inquiry_dept_response_reminder.html", {
+            "inquiry": type("Obj", (), {"reference_number": "INQ-001", "subject": "Test"})(),
+            "department_name": "Lab",
+            "hours_remaining": 12,
+            "sla_due_at": "2026-07-15T10:00:00",
+            "inquiry_url": "https://example.com/inquiries/1/",
+        })
+        self._assert_branded(html)
+        self.assertIn("INQ-001", html)
+        self.assertIn("Lab", html)
+
+    def test_observation_dept_response_reminder_renders(self):
+        html = render_to_string("emails/observation_dept_response_reminder.html", {
+            "observation": type("Obj", (), {"tracking_code": "OBS-001", "title": "Spill"})(),
+            "department_name": "Lab",
+            "hours_remaining": 8,
+            "sla_due_at": "2026-07-15T10:00:00",
+            "observation_url": "https://example.com/observations/1/",
+        })
+        self._assert_branded(html)
+        self.assertIn("OBS-001", html)
+
+    def test_inquiry_sla_reminder_renders(self):
+        html = render_to_string("emails/inquiry_sla_reminder.html", {
+            "inquiry": type("Obj", (), {
+                "reference_number": "INQ-002",
+                "subject": "Billing",
+                "due_at": "2026-07-15T10:00:00",
+            })(),
+            "hours_remaining": 24,
+            "inquiry_url": "https://example.com/inquiries/2/",
+        })
+        self._assert_branded(html)
+        self.assertIn("INQ-002", html)
+
+    def test_inquiry_sla_second_reminder_renders_urgent(self):
+        html = render_to_string("emails/inquiry_sla_second_reminder.html", {
+            "inquiry": type("Obj", (), {
+                "reference_number": "INQ-003",
+                "subject": "Billing",
+                "due_at": "2026-07-15T10:00:00",
+            })(),
+            "hours_remaining": 2,
+            "inquiry_url": "https://example.com/inquiries/3/",
+        })
+        self._assert_branded(html)
+        self.assertIn("URGENT", html)
+        self.assertIn("#dc2626", html)  # red accent for urgency

apps/observations/tasks.py

@@ -11,6 +11,8 @@ import datetime
 import logging
 
 from celery import shared_task
+from django.conf import settings
+from django.template.loader import render_to_string
 from django.utils import timezone
 
 logger = logging.getLogger(__name__)
@@ -554,6 +556,14 @@ def send_observation_dept_response_reminders():
         ):
             for recipient in recipients:
                 try:
+                    ctx = {
+                        "observation": observation,
+                        "department_name": dept.name,
+                        "sla_due_at": observation.dept_response_sla_due_at,
+                        "hours_remaining": max(0, round(hours_remaining)),
+                        "observation_url": f"{settings.SITE_URL.rstrip('/')}/observations/{observation.pk}/",
+                        "recipient_name": recipient.get_full_name(),
+                    }
                     NotificationService.send_email(
                         email=recipient.email,
                         subject=f"Reminder: Observation {observation.tracking_code} - Response Required",
@@ -563,6 +573,7 @@ def send_observation_dept_response_reminders():
                             f"Time remaining: {max(0, round(hours_remaining))} hours. "
                             f"Please submit your response before the deadline."
                         ),
+                        html_message=render_to_string("emails/observation_dept_response_reminder.html", ctx),
                         related_object=observation,
                     )
                 except Exception as e:
@@ -581,6 +592,14 @@ def send_observation_dept_response_reminders():
         ):
             for recipient in recipients:
                 try:
+                    ctx = {
+                        "observation": observation,
+                        "department_name": dept.name,
+                        "sla_due_at": observation.dept_response_sla_due_at,
+                        "hours_remaining": max(0, round(hours_remaining)),
+                        "observation_url": f"{settings.SITE_URL.rstrip('/')}/observations/{observation.pk}/",
+                        "recipient_name": recipient.get_full_name(),
+                    }
                     NotificationService.send_email(
                         email=recipient.email,
                         subject=f"URGENT: Observation {observation.tracking_code} - Response Overdue Soon",
@@ -590,6 +609,7 @@ def send_observation_dept_response_reminders():
                             f"Time remaining: {max(0, round(hours_remaining))} hours. "
                             f"Please submit your response immediately."
                         ),
+                        html_message=render_to_string("emails/observation_dept_response_reminder.html", ctx),
                         related_object=observation,
                     )
                 except Exception as e:

apps/organizations/services.py

@@ -161,6 +161,70 @@ class StaffService:
 
         return user, True, None  # New user was created with no emailed password
 
+    @staticmethod
+    def create_staff_for_user(user, staff_type='other', job_title='', request=None):
+        """
+        Create a Staff record from an existing User.
+
+        Args:
+            user: User instance (must have first_name, last_name, hospital, employee_id)
+            staff_type: Staff type (physician|nurse|admin|other)
+            job_title: Job title string
+            request: HTTP request for audit logging
+
+        Returns:
+            tuple: (Staff instance, was_created: bool)
+
+        Raises:
+            ValueError: If user already has a staff profile, lacks hospital,
+                        or employee_id is already taken by another staff member.
+        """
+        from apps.organizations.models import Staff
+
+        if hasattr(user, 'staff_profile') and user.staff_profile:
+            raise ValueError("User already has a staff record")
+
+        if not user.hospital:
+            raise ValueError("User must have a hospital assigned before creating a staff record")
+
+        if not user.employee_id:
+            raise ValueError("Employee ID is required to create a staff record")
+
+        if Staff.objects.filter(employee_id=user.employee_id).exists():
+            raise ValueError(
+                f"Employee ID '{user.employee_id}' is already in use by another staff member"
+            )
+
+        staff = Staff.objects.create(
+            user=user,
+            first_name=user.first_name,
+            last_name=user.last_name,
+            email=user.email,
+            phone=user.phone or '',
+            employee_id=user.employee_id,
+            hospital=user.hospital,
+            department=user.department,
+            staff_type=staff_type or 'other',
+            job_title=job_title or '',
+            status='active',
+        )
+
+        if request:
+            AuditService.log_from_request(
+                event_type='other',
+                description=f"Staff record created for user {user.email}",
+                request=request,
+                content_object=staff,
+                metadata={
+                    'user_id': str(user.id),
+                    'staff_id': str(staff.id),
+                    'staff_name': staff.get_full_name(),
+                    'action': 'created_staff_from_user',
+                }
+            )
+
+        return staff, True
+
     @staticmethod
     def link_user_to_staff(staff, user_id, request=None):
         """

apps/organizations/ui_views.py

@@ -1814,7 +1814,7 @@ def department_list(request):
             queryset = queryset.filter(id__in=directed_depts)
         else:
             queryset = queryset.none()
-    elif user.is_champion() and user.department:
+    elif user.is_champion() and user.department and not user.is_px_employee() and not user.is_px_management():
         queryset = queryset.filter(id=user.department.id)
     elif user.is_basic_staff() and user.department:
         queryset = queryset.filter(id=user.department.id)
@@ -2055,12 +2055,14 @@ def department_detail(request, pk):
         ).first()
         if not explanation and department.champion:
             import secrets as _secrets
-            explanation = ComplaintExplanation.objects.create(
+            explanation, _created = ComplaintExplanation.objects.get_or_create(
                 complaint=pc.complaint,
                 staff=department.champion,
-                token=_secrets.token_urlsafe(32),
-                explanation="",
-                is_used=False,
+                defaults={
+                    "token": _secrets.token_urlsafe(32),
+                    "explanation": "",
+                    "is_used": False,
+                },
             )
         if explanation:
             if explanation.is_used and needs_resubmit:
@@ -2117,11 +2119,17 @@ def department_detail(request, pk):
                 "department_name": mr.department.name,
             })
 
-    # 2. Complaint Explanations (staff-level)
+    # 2. Complaint Explanations (staff-level) — only for THIS department's staff
+    #    and only for complaints not already covered by a CID-based entry above.
+    already_pending_complaint_ids = set(
+        str(a.get("complaint_id")) for a in pending_actions if a.get("complaint_id")
+    )
     pending_explanations = ComplaintExplanation.objects.filter(
-        complaint__department=department,
+        staff__department=department,
         is_used=False,
-    ).select_related("complaint", "staff").order_by("sla_due_at")
+    ).exclude(complaint_id__in=already_pending_complaint_ids).select_related(
+        "complaint", "staff"
+    ).order_by("sla_due_at")
     for pe in pending_explanations:
         pending_actions.append({
             "type": "complaint_explanation",

docs/PX360_External_API.postman_collection.json

@@ -581,7 +581,7 @@
 							"name": "Created",
 							"status": "Created",
 							"code": 201,
-							"body": "{\n  \"success\": true,\n  \"reference_number\": \"APR-20260609-239270\",\n  \"status\": \"draft\"\n}"
+							"body": "{\n  \"success\": true,\n  \"reference_number\": \"APR-202607-0001\",\n  \"status\": \"draft\"\n}"
 						}
 					]
 				},
@@ -626,9 +626,9 @@
 							}
 						],
 						"url": {
-							"raw": "{{base_url}}/api/v1/external/appreciations/<uuid>/",
-							"host": ["{{base_url}}"],
-							"path": ["api", "v1", "external", "appreciations", "<uuid>", ""]
+						"raw": "{{base_url}}/api/v1/external/appreciations/<reference_number>/",
+						"host": ["{{base_url}}"],
+						"path": ["api", "v1", "external", "appreciations", "<reference_number>", ""]
 						}
 					},
 					"response": []
@@ -669,7 +669,7 @@
 							"name": "Created",
 							"status": "Created",
 							"code": 201,
-							"body": "{\n  \"success\": true,\n  \"reference_number\": \"SG-20260609-316316\",\n  \"status\": \"submitted\"\n}"
+							"body": "{\n  \"success\": true,\n  \"reference_number\": \"SGT-202607-0001\",\n  \"status\": \"submitted\"\n}"
 						}
 					]
 				},
@@ -714,9 +714,9 @@
 							}
 						],
 						"url": {
-							"raw": "{{base_url}}/api/v1/external/suggestions/<uuid>/",
-							"host": ["{{base_url}}"],
-							"path": ["api", "v1", "external", "suggestions", "<uuid>", ""]
+						"raw": "{{base_url}}/api/v1/external/suggestions/<reference_number>/",
+						"host": ["{{base_url}}"],
+						"path": ["api", "v1", "external", "suggestions", "<reference_number>", ""]
 						}
 					},
 					"response": []

docs/external-api.md

@@ -452,7 +452,7 @@ POST /api/v1/external/appreciations/
 ```json
 {
   "success": true,
-  "reference_number": "APR-20260609-239270",
+  "reference_number": "APR-202607-0001",
   "status": "draft"
 }
 ```
@@ -461,7 +461,7 @@ POST /api/v1/external/appreciations/
 
 ```
 GET /api/v1/external/appreciations/list/
-GET /api/v1/external/appreciations/<uuid>/
+GET /api/v1/external/appreciations/<reference_number>/
 ```
 
 **Retrieve Response:**
@@ -469,7 +469,7 @@ GET /api/v1/external/appreciations/<uuid>/
 ```json
 {
   "id": "uuid",
-  "reference_number": "APR-20260609-239270",
+  "reference_number": "APR-202607-0001",
   "message_en": "Dr. Ahmed was incredibly kind and thorough.",
   "status": "draft",
   "hospital_name": "Al Nuzha",
@@ -506,7 +506,7 @@ POST /api/v1/external/suggestions/
 ```json
 {
   "success": true,
-  "reference_number": "SG-20260609-316316",
+  "reference_number": "SGT-202607-0001",
   "status": "submitted"
 }
 ```
@@ -515,7 +515,7 @@ POST /api/v1/external/suggestions/
 
 ```
 GET /api/v1/external/suggestions/list/
-GET /api/v1/external/suggestions/<uuid>/
+GET /api/v1/external/suggestions/<reference_number>/
 ```
 
 **Retrieve Response:**
@@ -523,7 +523,7 @@ GET /api/v1/external/suggestions/<uuid>/
 ```json
 {
   "id": "uuid",
-  "reference_number": "SG-20260609-316316",
+  "reference_number": "SGT-202607-0001",
   "title": "Digital queue system",
   "message": "Please implement a digital queue management system.",
   "category": "technology",
@@ -669,5 +669,5 @@ All list endpoints return paginated results:
 | Complaint | `CMP-` | `CMP-YYYYMMDD-XXXXXX` |
 | Inquiry | `INQ-` | `INQ-YYYYMMDD-XXXXXX` |
 | Observation | `OBS-` | `OBS-XXXXXX` (auto-generated by model) |
-| Appreciation | `APR-` | `APR-YYYYMMDD-XXXXXX` |
-| Suggestion | `SG-` | `SG-YYYYMMDD-XXXXXX` |
+| Appreciation | `APR-` | `APR-YYYYMM-NNNN` |
+| Suggestion | `SGT-` | `SGT-YYYYMM-NNNN` |

docs/workflows/appreciations.md

@@ -39,7 +39,7 @@ So: **a recognition engine whose originating actors can be (a) PX/hospital staff
 
 **(b) Public portal** (`ui_views.py:1196`): Inputs `contact_name`, `contact_phone`, `message`, `hospital`, optional `staff_name`/`department`/`section`. Required: name, phone, message, hospital (`ui_views.py:1224`). Creates with `status=DRAFT`, `visibility=PUBLIC`, `is_anonymous=False`, `category=None`, metadata `{source:"public_form", ...}` (`ui_views.py:1239`). Fires `notify_staff_new_item.delay("appreciation", ...)` (`ui_views.py:1258`). Returns `reference_number`.
 
-**(c) External API** (`integrations/api_views.py:606`): Creates DRAFT, visibility PUBLIC, metadata `{source:"external_api", ...}`. Builds its own `APR-YYYYMMDD-<random>` (`api_views.py:602`) — informational, since `save()` also generates the canonical `reference_number`. Fires `notify_staff_new_item`.
+**(c) External API** (`integrations/api_views.py:606`): Creates DRAFT, visibility PUBLIC, metadata `{source:"external_api", ...}`. Returns the canonical `reference_number` generated by `save()` (`APR-YYYYMM-NNNN`); the same value is used to retrieve the record via `GET /api/v1/external/appreciations/<reference_number>/`. Fires `notify_staff_new_item`.
 
 **(d) REST API create** (`views.py:143`, serializer `serializers.py:132`):
 Required: `recipient_type` (`['user','staff']`), `recipient_id` (UUID), `message_en`, `hospital_id`. Optional: `category_id`, `message_ar`, `visibility` (default PRIVATE), `is_anonymous`, `department_id`. Validation: recipient must belong to hospital; category hospital-compatible. `AppreciationViewSet.create` resolves a `User`/`Staff` via `ContentType`, creates the record (status DRAFT), then **immediately calls `appreciation.send()`** (`views.py:198`).

docs/workflows/suggestions.md

@@ -37,7 +37,7 @@ Post-save (`views.py:992-1024`): `patient=None` at creation; linked **asynchrono
 
 ### 2.3 Channel C — External API (machine-to-machine)
 - View: `ExternalSuggestionCreateView` (`apps/integrations/api_views.py:700`), `POST /api/v1/external/suggestions/`.
-- Auth via API key; hospital must match scope. Generates its own ephemeral `SG-{YYYYMMDD}-{random6}` in `metadata` (`api_views.py:740`) — **not** the canonical `reference_number` column (which `save()` still populates). Same post-save tasks (`api_views.py:765`).
+- Auth via API key; hospital must match scope. Returns the canonical `reference_number` generated by `save()` (`SGT-YYYYMM-NNNN`); the same value is used to retrieve the record via `GET /api/v1/external/suggestions/<reference_number>/`. Same post-save tasks (`api_views.py:765`).
 
 ### 2.4 Channel D — PX Source-User Portal
 - View: `source_user_create_suggestion` (`apps/px_sources/ui_views.py:1387`); `@login_required`; guarded by `source_user.can_create_suggestions`.
@@ -302,7 +302,7 @@ Raw-unit model of the IT-export pipeline. Imported in monthly batches via `Comme
 ## Appendix — Flagged gaps / ambiguities
 
 1. **Reopen unreachable via UI** after closure (Quick Actions hidden when `closed`, `feedback_detail.html:299`). CLOSED→REOPENED allowed by map but no staff UI button.
-2. **`reference_number` divergence** — `save()` generates canonical `SGT-YYYYMM-NNNN`; public endpoint returns different `SG-{uuid[:8]}` (`views.py:1026`); external API generates `SG-{YYYYMMDD}-{random6}` in metadata only. Public cannot track by real reference.
+2. **`reference_number` divergence (external API resolved)** — `save()` generates canonical `SGT-YYYYMM-NNNN`; the external API now returns and retrieves by this canonical reference. **Public portal still diverges**: the public submit endpoint returns a different `SG-{uuid[:8]}` (`views.py:1026`), so the public cannot track by the real reference via the web portal.
 3. **`FeedbackForm` unused for creation** — `feedback_create` builds manually, bypassing form `clean()`.
 4. **Transitions unenforced at DB/model/admin** — only `feedback_change_status` enforces.
 5. **No outbound communication to suggester** by design.

templates/complaints/complaint_detail.html

@@ -134,7 +134,7 @@
                class="text-slate hover:text-navy px-3 py-2 text-sm font-semibold flex items-center gap-2 border rounded-lg hover:bg-light transition">
                 <i data-lucide="printer" class="w-4 h-4"></i> {% trans "PDF View" %}
             </a> {% endcomment %}
-            {% if can_edit and complaint.is_active_status and complaint.activated_at and complaint.assigned_to == current_user %}
+            {% if can_admin or can_edit and complaint.is_active_status and complaint.activated_at and complaint.assigned_to == current_user %}
             <button onclick="showResolveModal()" class="bg-navy text-white px-4 py-2 rounded-lg text-sm font-bold shadow-md hover:bg-blue transition">
                 {% trans "Resolve Case" %}
             </button>
@@ -390,25 +390,25 @@
     <button class="py-4 text-sm tab-active" onclick="switchTab('details')" id="tab-details">
         {% trans "Details" %}
     </button>
-    <button class="py-4 text-sm {% if complaint.assigned_to == current_user or not complaint.is_active_status %}tab-inactive{% else %}text-slate-300 cursor-not-allowed{% endif %}" 
-        {% if complaint.assigned_to == current_user or not complaint.is_active_status %}onclick="switchTab('departments')"{% else %}onclick="showActivationRequired()"{% endif %} id="tab-departments">
+    <button class="py-4 text-sm {% if complaint.assigned_to == current_user or can_admin or not complaint.is_active_status %}tab-inactive{% else %}text-slate-300 cursor-not-allowed{% endif %}" 
+        {% if complaint.assigned_to == current_user or can_admin or not complaint.is_active_status %}onclick="switchTab('departments')"{% else %}onclick="showActivationRequired()"{% endif %} id="tab-departments">
         {% trans "Departments" %} ({{ complaint.involved_departments_count }})
-        {% if not complaint.assigned_to == current_user and complaint.is_active_status %}<i data-lucide="lock" class="w-3 h-3 inline ml-1"></i>{% endif %}
+        {% if not complaint.assigned_to == current_user and not can_admin and complaint.is_active_status %}<i data-lucide="lock" class="w-3 h-3 inline ml-1"></i>{% endif %}
     </button>
-    <button class="py-4 text-sm {% if complaint.assigned_to == current_user or not complaint.is_active_status %}tab-inactive{% else %}text-slate-300 cursor-not-allowed{% endif %}" 
-        {% if complaint.assigned_to == current_user or not complaint.is_active_status %}onclick="switchTab('timeline')"{% else %}onclick="showActivationRequired()"{% endif %} id="tab-timeline">
+    <button class="py-4 text-sm {% if complaint.assigned_to == current_user or can_admin or not complaint.is_active_status %}tab-inactive{% else %}text-slate-300 cursor-not-allowed{% endif %}" 
+        {% if complaint.assigned_to == current_user or can_admin or not complaint.is_active_status %}onclick="switchTab('timeline')"{% else %}onclick="showActivationRequired()"{% endif %} id="tab-timeline">
         {% trans "Timeline" %} ({{ stage_timeline.stages|length }})
-        {% if not complaint.assigned_to == current_user and complaint.is_active_status %}<i data-lucide="lock" class="w-3 h-3 inline ml-1"></i>{% endif %}
+        {% if not complaint.assigned_to == current_user and not can_admin and complaint.is_active_status %}<i data-lucide="lock" class="w-3 h-3 inline ml-1"></i>{% endif %}
     </button>
-    {% comment %} <button class="py-4 text-sm {% if complaint.assigned_to == current_user or not complaint.is_active_status %}tab-inactive{% else %}text-slate-300 cursor-not-allowed{% endif %}" 
-        {% if complaint.assigned_to == current_user or not complaint.is_active_status %}onclick="switchTab('attachments')"{% else %}onclick="showActivationRequired()"{% endif %} id="tab-attachments">
+    {% comment %} <button class="py-4 text-sm {% if complaint.assigned_to == current_user or can_admin or not complaint.is_active_status %}tab-inactive{% else %}text-slate-300 cursor-not-allowed{% endif %}" 
+        {% if complaint.assigned_to == current_user or can_admin or not complaint.is_active_status %}onclick="switchTab('attachments')"{% else %}onclick="showActivationRequired()"{% endif %} id="tab-attachments">
         {% trans "Attachments" %} ({{ complaint.attachments_count }})
-        {% if not complaint.assigned_to == current_user and complaint.is_active_status %}<i data-lucide="lock" class="w-3 h-3 inline ml-1"></i>{% endif %}
+        {% if not complaint.assigned_to == current_user and not can_admin and complaint.is_active_status %}<i data-lucide="lock" class="w-3 h-3 inline ml-1"></i>{% endif %}
     </button> {% endcomment %}
     {% if can_admin %}
-    <button class="py-4 text-sm {% if complaint.assigned_to == current_user or not complaint.is_active_status %}tab-inactive{% else %}text-slate-300 cursor-not-allowed{% endif %} flex items-center gap-2"
-        {% if complaint.assigned_to == current_user or not complaint.is_active_status %}onclick="switchTab('actions')"{% else %}onclick="showActivationRequired()"{% endif %} id="tab-actions">
-        <i data-lucide="list-checks" class="w-4 h-4 {% if not complaint.assigned_to == current_user and complaint.is_active_status %}text-slate-300{% endif %}"></i>
+    <button class="py-4 text-sm {% if complaint.assigned_to == current_user or can_admin or not complaint.is_active_status %}tab-inactive{% else %}text-slate-300 cursor-not-allowed{% endif %} flex items-center gap-2"
+        {% if complaint.assigned_to == current_user or can_admin or not complaint.is_active_status %}onclick="switchTab('actions')"{% else %}onclick="showActivationRequired()"{% endif %} id="tab-actions">
+        <i data-lucide="list-checks" class="w-4 h-4 {% if not complaint.assigned_to == current_user and not can_admin and complaint.is_active_status %}text-slate-300{% endif %}"></i>
         {% trans "PX Actions" %}
         {% if px_actions.count %}
             <span class="ml-1 px-1.5 py-0.5 bg-blue-100 text-blue-700 text-xs rounded-full">{{ px_actions.count }}</span>
@@ -416,36 +416,36 @@
         {% if linked_rcas %}
             <span class="px-1.5 py-0.5 bg-purple-100 text-purple-700 text-xs rounded-full">{{ linked_rcas.count }}</span>
         {% endif %}
-        {% if not complaint.assigned_to == current_user and complaint.is_active_status %}<i data-lucide="lock" class="w-3 h-3"></i>{% endif %}
+        {% if not complaint.assigned_to == current_user and not can_admin and complaint.is_active_status %}<i data-lucide="lock" class="w-3 h-3"></i>{% endif %}
     </button>
     {% endif %}
-    <button class="py-4 text-sm {% if complaint.assigned_to == current_user or not complaint.is_active_status %}tab-inactive{% else %}text-slate-300 cursor-not-allowed{% endif %} flex items-center gap-2"
-        {% if complaint.assigned_to == current_user or not complaint.is_active_status %}onclick="switchTab('ai')"{% else %}onclick="showActivationRequired()"{% endif %} id="tab-ai">
-        <i data-lucide="sparkles" class="w-4 h-4 {% if not complaint.assigned_to == current_user and complaint.is_active_status %}text-slate-300{% endif %}"></i> {% trans "AI Analysis" %}
-        {% if not complaint.assigned_to == current_user and complaint.is_active_status %}<i data-lucide="lock" class="w-3 h-3"></i>{% endif %}
+    <button class="py-4 text-sm {% if complaint.assigned_to == current_user or can_admin or not complaint.is_active_status %}tab-inactive{% else %}text-slate-300 cursor-not-allowed{% endif %} flex items-center gap-2"
+        {% if complaint.assigned_to == current_user or can_admin or not complaint.is_active_status %}onclick="switchTab('ai')"{% else %}onclick="showActivationRequired()"{% endif %} id="tab-ai">
+        <i data-lucide="sparkles" class="w-4 h-4 {% if not complaint.assigned_to == current_user and not can_admin and complaint.is_active_status %}text-slate-300{% endif %}"></i> {% trans "AI Analysis" %}
+        {% if not complaint.assigned_to == current_user and not can_admin and complaint.is_active_status %}<i data-lucide="lock" class="w-3 h-3"></i>{% endif %}
     </button>
-    <button class="py-4 text-sm {% if complaint.assigned_to == current_user or not complaint.is_active_status %}tab-inactive{% else %}text-slate-300 cursor-not-allowed{% endif %} flex items-center gap-2"
-        {% if complaint.assigned_to == current_user or not complaint.is_active_status %}onclick="switchTab('resolution')"{% else %}onclick="showActivationRequired()"{% endif %} id="tab-resolution">
-        <i data-lucide="check-circle-2" class="w-4 h-4 {% if not complaint.assigned_to == current_user and complaint.is_active_status %}text-slate-300{% endif %}"></i>
+    <button class="py-4 text-sm {% if complaint.assigned_to == current_user or can_admin or not complaint.is_active_status %}tab-inactive{% else %}text-slate-300 cursor-not-allowed{% endif %} flex items-center gap-2"
+        {% if complaint.assigned_to == current_user or can_admin or not complaint.is_active_status %}onclick="switchTab('resolution')"{% else %}onclick="showActivationRequired()"{% endif %} id="tab-resolution">
+        <i data-lucide="check-circle-2" class="w-4 h-4 {% if not complaint.assigned_to == current_user and not can_admin and complaint.is_active_status %}text-slate-300{% endif %}"></i>
         {% trans "Resolution" %}
-        {% if not complaint.assigned_to == current_user and complaint.is_active_status %}<i data-lucide="lock" class="w-3 h-3"></i>{% endif %}
+        {% if not complaint.assigned_to == current_user and not can_admin and complaint.is_active_status %}<i data-lucide="lock" class="w-3 h-3"></i>{% endif %}
     </button>
-    {% comment %} <button class="py-4 text-sm {% if complaint.assigned_to == current_user or not complaint.is_active_status %}tab-inactive{% else %}text-slate-300 cursor-not-allowed{% endif %} flex items-center gap-1" 
-        {% if complaint.assigned_to == current_user or not complaint.is_active_status %}onclick="switchTab('adverse')"{% else %}onclick="showActivationRequired()"{% endif %} id="tab-adverse">
-        <i data-lucide="shield-alert" class="w-4 h-4 {% if not complaint.assigned_to == current_user and complaint.is_active_status %}text-slate-300{% endif %}"></i>
+    {% comment %} <button class="py-4 text-sm {% if complaint.assigned_to == current_user or can_admin or not complaint.is_active_status %}tab-inactive{% else %}text-slate-300 cursor-not-allowed{% endif %} flex items-center gap-1" 
+        {% if complaint.assigned_to == current_user or can_admin or not complaint.is_active_status %}onclick="switchTab('adverse')"{% else %}onclick="showActivationRequired()"{% endif %} id="tab-adverse">
+        <i data-lucide="shield-alert" class="w-4 h-4 {% if not complaint.assigned_to == current_user and not can_admin and complaint.is_active_status %}text-slate-300{% endif %}"></i>
         {% trans "Adverse Actions" %}
         {% if adverse_actions %}
             <span class="ml-1 px-1.5 py-0.5 bg-red-100 text-red-700 text-xs rounded-full">{{ adverse_actions.count }}</span>
         {% endif %}
-        {% if not complaint.assigned_to == current_user and complaint.is_active_status %}<i data-lucide="lock" class="w-3 h-3"></i>{% endif %}
+        {% if not complaint.assigned_to == current_user and not can_admin and complaint.is_active_status %}<i data-lucide="lock" class="w-3 h-3"></i>{% endif %}
     </button> {% endcomment %}
-    <button class="py-4 text-sm {% if complaint.assigned_to == current_user or not complaint.is_active_status %}tab-inactive{% else %}text-slate-300 cursor-not-allowed{% endif %} flex items-center gap-2"
-        {% if complaint.assigned_to == current_user or not complaint.is_active_status %}onclick="switchTab('notes')"{% else %}onclick="showActivationRequired()"{% endif %} id="tab-notes">
-        <i data-lucide="message-square" class="w-4 h-4 {% if not complaint.assigned_to == current_user and complaint.is_active_status %}text-slate-300{% endif %}"></i> {% trans "Notes" %}
+    <button class="py-4 text-sm {% if complaint.assigned_to == current_user or can_admin or not complaint.is_active_status %}tab-inactive{% else %}text-slate-300 cursor-not-allowed{% endif %} flex items-center gap-2"
+        {% if complaint.assigned_to == current_user or can_admin or not complaint.is_active_status %}onclick="switchTab('notes')"{% else %}onclick="showActivationRequired()"{% endif %} id="tab-notes">
+        <i data-lucide="message-square" class="w-4 h-4 {% if not complaint.assigned_to == current_user and not can_admin and complaint.is_active_status %}text-slate-300{% endif %}"></i> {% trans "Notes" %}
         {% if notes_count %}
             <span class="ml-1 px-1.5 py-0.5 bg-slate-100 text-slate-600 text-xs rounded-full">{{ notes_count }}</span>
         {% endif %}
-        {% if not complaint.assigned_to == current_user and complaint.is_active_status %}<i data-lucide="lock" class="w-3 h-3"></i>{% endif %}
+        {% if not complaint.assigned_to == current_user and not can_admin and complaint.is_active_status %}<i data-lucide="lock" class="w-3 h-3"></i>{% endif %}
     </button>
 </nav>
 
@@ -598,7 +598,7 @@
                         <span class="text-sm font-bold text-yellow-700">{% trans "Pending Approval" %}</span>
                     </div>
                     <p class="text-xs text-yellow-600 mb-3">{% trans "OVR escalation requested. Please review and approve or reject." %}</p>
-                    {% if request.user.is_px_admin or request.user.is_hospital_admin or request.user.is_px_management %}
+                    {% if request.user.is_px_admin or request.user.is_hospital_admin or complaint.assigned_to == current_user %}
                     <div class="flex gap-2">
                         <form method="post" action="{% url 'complaints:approve_ovr_escalation' pk=complaint.pk %}">
                             {% csrf_token %}
@@ -834,10 +834,10 @@
                     {% csrf_token %}
                     <button type="submit"
                         class="p-3 border-blue-200 bg-blue-50 rounded-xl hover:bg-blue-100 flex flex-col items-center gap-2 group transition col-span-2 mb-2"
-                        {% if complaint.assigned_to == current_user %}disabled style="opacity: 0.5; cursor: not-allowed;"{% endif %}>
-                        <i data-lucide="{% if complaint.assigned_to == current_user %}check-circle{% else %}play-circle{% endif %}" class="w-5 h-5 text-blue"></i>
+                        {% if complaint.activated_at %}disabled style="opacity: 0.5; cursor: not-allowed;"{% endif %}>
+                        <i data-lucide="{% if complaint.activated_at %}check-circle{% else %}play-circle{% endif %}" class="w-5 h-5 text-blue"></i>
                         <span class="text-[10px] font-bold text-blue uppercase">
-                            {% if complaint.assigned_to == current_user %}{% trans "Activated" %}{% else %}{% trans "Activate" %}{% endif %}
+                            {% if complaint.activated_at %}{% trans "Activated" %}{% else %}{% trans "Activate" %}{% endif %}
                         </span>
                     </button>
                 </form>
@@ -876,6 +876,12 @@
                         </span>
                     </button>
                 </form>
+                {% if complaint.sent_to_department and not workflow_steps.department_responded %}
+                <button onclick="showReminderModal()" class="p-3 border rounded-xl hover:bg-light flex flex-col items-center gap-2 group transition">
+                    <i data-lucide="bell" class="w-5 h-5 text-slate group-hover:text-amber-500"></i>
+                    <span class="text-[10px] font-bold uppercase">{% trans "Remind" %}</span>
+                </button>
+                {% endif %}
                 {% endif %}
                 {% else %}
                 <!-- Not yet activated: only Activate / Assign / Close are available -->
@@ -1251,6 +1257,43 @@
     </div>
 </div>
 
+<!-- Department Reminder Modal -->
+<div id="reminderModal" style="display:none" class="fixed inset-0 bg-black/50 z-50 flex items-center justify-center p-4">
+    <div class="bg-white rounded-2xl shadow-2xl w-full max-w-md mx-4">
+        <div class="flex items-center justify-between p-5 border-b border-slate-100">
+            <h3 class="text-lg font-bold text-navy flex items-center gap-2"><i data-lucide="bell" class="w-5 h-5"></i> {% trans "Send Reminder" %}</h3>
+            <button type="button" onclick="closeModal('reminderModal')" class="p-1.5 rounded-lg hover:bg-slate-100 text-slate-400"><i data-lucide="x" class="w-5 h-5"></i></button>
+        </div>
+        <form method="post" action="{% url 'complaints:complaint_send_dept_reminder' pk=complaint.pk %}" class="p-5 space-y-4">
+            {% csrf_token %}
+            <div>
+                <label class="block text-sm font-semibold text-slate-700 mb-1.5">{% trans "Select Department" %} <span class="text-red-500">*</span></label>
+                <select name="involved_department_id" required
+                    class="w-full border border-slate-200 rounded-xl p-3 text-sm focus:ring-2 focus:ring-navy/20 outline-none">
+                    <option value="">{% trans "Select Department" %}</option>
+                    {% for inv in complaint.involved_departments.all %}
+                        {% if inv.sent and not inv.response_submitted %}
+                        <option value="{{ inv.pk }}">{{ inv.department.get_localized_name }}</option>
+                        {% endif %}
+                    {% endfor %}
+                </select>
+            </div>
+            <div>
+                <label class="block text-sm font-semibold text-slate-700 mb-1.5">{% trans "Note (optional)" %}</label>
+                <textarea name="note" rows="2"
+                    class="w-full border border-slate-200 rounded-xl p-3 text-sm focus:ring-2 focus:ring-navy/20 outline-none"
+                    placeholder="{% trans 'Add context or instructions...' %}"></textarea>
+            </div>
+            <div class="flex gap-3">
+                <button type="button" onclick="closeModal('reminderModal')" class="flex-1 px-4 py-2.5 border border-slate-200 text-slate rounded-xl font-semibold hover:bg-slate-50 transition">{% trans "Cancel" %}</button>
+                <button type="submit" class="flex-1 px-4 py-2.5 bg-amber-500 text-white rounded-xl font-bold hover:bg-amber-600 transition flex items-center justify-center gap-2">
+                    <i data-lucide="bell" class="w-4 h-4"></i> {% trans "Send Reminder" %}
+                </button>
+            </div>
+        </form>
+    </div>
+</div>
+
 <!-- Taxonomy Edit Modal -->
 <div id="taxonomyModal" style="display:none" class="fixed inset-0 bg-black/50 z-50 flex items-center justify-center p-4">
     <div class="bg-white rounded-2xl p-6 w-full max-w-lg shadow-2xl">
@@ -1371,7 +1414,7 @@ function closeModal(modalId) {
 // Close modal when clicking outside the dialog
 window.onclick = function(event) {
     if (event && event.target) {
-        var modals = ['resolveModal', 'assignModal', 'followUpModal', 'escalateModal', 'closeModal', 'locationModal', 'sendToDeptModal'];
+        var modals = ['resolveModal', 'assignModal', 'followUpModal', 'escalateModal', 'closeModal', 'locationModal', 'sendToDeptModal', 'reminderModal'];
         if (modals.indexOf(event.target.id) !== -1) {
             event.target.style.display = 'none';
         }
@@ -1544,6 +1587,11 @@ function saveTaxonomy() {
 }
 
 // ─── Send to Department modal (department + staff selects) ───
+function showReminderModal() {
+    var m = document.getElementById('reminderModal');
+    if (m) m.style.display = 'flex';
+}
+
 function openSendToDeptModal() {
     var m = document.getElementById('sendToDeptModal');
     if (!m) return;

templates/config/emails/user_created_email.html

@@ -2,7 +2,7 @@
 {% load i18n %}
 
 {% block title %}{% trans "Your PX360 Account Has Been Created - Al Hammadi Hospital" %}{% endblock %}
-{% block preheader %}{% trans "Your account is ready. Use your temporary password to log in." %}{% endblock %}
+{% block preheader %}{% trans "Your account is ready." %}{% endblock %}
 
 {% block content %}
 <p style="margin: 0 0 15px;">
@@ -10,20 +10,23 @@
 </p>
 
 <p style="margin: 0 0 20px;">
-    {% trans "An account has been created for you on PX360. You can log in using the credentials below." %}
+    {% trans "An account has been created for you on PX360." %}
 </p>
 
 <table role="presentation" cellspacing="0" cellpadding="0" border="0" width="100%" style="margin: 0 0 20px; background-color: #f8fafc; border-radius: 8px; border: 1px solid #e2e8f0;">
     <tr>
         <td style="padding: 20px;">
             <p style="margin: 0 0 8px;"><strong>{% trans "Email:" %}</strong> {{ user.email }}</p>
+            {% if temp_password %}
             <p style="margin: 0 0 8px;"><strong>{% trans "Temporary Password:" %}</strong> <code style="background-color: #fee2e2; padding: 2px 8px; border-radius: 4px; font-size: 14px; color: #dc2626;">{{ temp_password }}</code></p>
+            {% endif %}
         </td>
     </tr>
 </table>
 
+{% if reset_url %}
 <p style="margin: 0 0 25px;">
-    <strong>{% trans "Important:" %}</strong> {% trans "For security, please change your password immediately after logging in." %}
+    <strong>{% trans "Important:" %}</strong> {% trans "For security, please set your password using the link below." %}
 </p>
 
 <table role="presentation" cellspacing="0" cellpadding="0" border="0" width="100%">
@@ -36,6 +39,22 @@
         </td>
     </tr>
 </table>
+{% else %}
+<p style="margin: 0 0 25px;">
+    {% trans "You can now log in using the credentials provided to you by your administrator." %}
+</p>
+
+<table role="presentation" cellspacing="0" cellpadding="0" border="0" width="100%">
+    <tr>
+        <td align="center">
+            <a href="{{ login_url }}"
+               style="display: inline-block; padding: 12px 32px; font-size: 16px; font-weight: 600; color: #ffffff; text-decoration: none; border-radius: 6px; background-color: #005696;">
+                {% trans "Log In" %}
+            </a>
+        </td>
+    </tr>
+</table>
+{% endif %}
 
 <p style="margin: 25px 0 0; font-size: 14px; color: #666666;">
     {% trans "If you did not expect this account creation, please contact your system administrator immediately." %}

templates/config/user_form.html

@@ -180,9 +180,41 @@
                         </div>
                     </div>
                 </section>
-                {% endif %}
 
-                <!-- Personal Information -->
+                <!-- Create Staff Record -->
+                <section class="form-section">
+                    <h3 class="font-bold text-navy mb-6 text-lg flex items-center gap-2">
+                        <i data-lucide="user-plus" class="w-5 h-5 text-blue"></i>
+                        {% trans "Create Staff Record" %}
+                    </h3>
+                    <div class="flex items-start gap-3 p-4 bg-light/30 rounded-xl">
+                        <input type="checkbox" name="create_staff" id="create_staff"
+                               class="w-5 h-5 text-navy border-slate-300 rounded focus:ring-navy mt-0.5">
+                        <div>
+                            <label for="create_staff" class="text-sm font-semibold text-navy block cursor-pointer">{% trans "Also create a staff record" %}</label>
+                            <p class="text-xs text-slate mt-1">{% trans "Creates a staff directory entry linked to this user. Employee ID is required." %}</p>
+                        </div>
+                    </div>
+                    <div id="createStaffFields" class="hidden mt-4 grid grid-cols-2 gap-4">
+                        <div>
+                            <label for="staff_type" class="block text-sm font-semibold text-navy mb-2">{% trans "Staff Type" %} <span class="text-red-500">*</span></label>
+                            <select name="staff_type" id="staff_type"
+                                    class="w-full px-4 py-3 border border-slate-200 rounded-xl focus:outline-none focus:ring-2 focus:ring-navy focus:border-transparent transition bg-white text-sm">
+                                <option value="other">{% trans "Other" %}</option>
+                                <option value="physician">{% trans "Physician" %}</option>
+                                <option value="nurse">{% trans "Nurse" %}</option>
+                                <option value="admin">{% trans "Administrative" %}</option>
+                            </select>
+                        </div>
+                        <div>
+                            <label for="staff_job_title" class="block text-sm font-semibold text-navy mb-2">{% trans "Job Title" %} <span class="text-red-500">*</span></label>
+                            <input type="text" name="staff_job_title" id="staff_job_title"
+                                   class="w-full px-4 py-3 border border-slate-200 rounded-xl focus:outline-none focus:ring-2 focus:ring-navy focus:border-transparent transition bg-white text-sm"
+                                   placeholder="{% trans 'e.g. Registered Nurse' %}">
+                        </div>
+                    </div>
+                </section>
+                {% endif %}
                 <section class="form-section">
                     <h3 class="font-bold text-navy mb-6 text-lg flex items-center gap-2">
                         <i data-lucide="user" class="w-5 h-5 text-blue"></i>
@@ -358,7 +390,7 @@
                     <div class="mt-4 p-3 bg-blue-50 border border-blue-100 rounded-lg">
                         <p class="text-blue-700 text-xs flex items-start gap-2">
                             <i data-lucide="info" class="w-4 h-4 flex-shrink-0 mt-0.5"></i>
-                            {% trans "Leave password blank and click Generate for a random password. The credentials will be sent to the user's email." %}
+                            {% trans "Set a password now, or leave blank to send a password setup link via email." %}
                         </p>
                     </div>
                 </section>
@@ -419,7 +451,7 @@
                     </li>
                     <li class="flex items-start gap-2">
                         <i data-lucide="check" class="w-4 h-4 text-green-600 flex-shrink-0 mt-0.5"></i>
-                        <span>{% trans "A password reset email will be sent automatically" %}</span>
+                        <span>{% trans "Set a password or leave blank to email a setup link" %}</span>
                     </li>
                 </ul>
             </section>
@@ -461,35 +493,63 @@ document.addEventListener('DOMContentLoaded', function() {
     // ===== Department loading =====
     function loadDepartments(hospitalId, selectedDept) {
         if (!departmentSelect) return;
+        var ts = departmentSelect.tomselect;
+        var placeholderText = '{% trans "Select Department" %}';
+
         if (!hospitalId) {
-            departmentSelect.innerHTML = '<option value="">{% trans "Select Department" %}</option>';
+            if (ts) {
+                ts.clear();
+                ts.clearOptions();
+                ts.addOption({value: '', text: placeholderText});
+            } else {
+                departmentSelect.innerHTML = '<option value="">' + placeholderText + '</option>';
+            }
             return;
         }
 
-        departmentSelect.innerHTML = '<option value="">{% trans "Loading..." %}</option>';
+        if (ts) { ts.clear(); ts.clearOptions(); ts.addOption({value: '', text: '{% trans "Loading..." %}'}); }
+        else { departmentSelect.innerHTML = '<option value="">{% trans "Loading..." %}</option>'; }
 
         fetch('/organizations/api/departments/?hospital=' + hospitalId)
             .then(response => response.json())
             .then(data => {
                 const results = data.results || data;
-                departmentSelect.innerHTML = '<option value="">{% trans "Select Department" %}</option>';
 
-                results.forEach(dept => {
-                    const option = document.createElement('option');
-                    option.value = dept.id;
-                    option.textContent = {% if LANG == 'ar' %}dept.name_ar || dept.name{% else %}dept.name{% endif %};
-                    departmentSelect.appendChild(option);
-                });
+                if (ts) {
+                    ts.clear();
+                    ts.clearOptions();
+                    ts.addOption({value: '', text: placeholderText});
+                    results.forEach(dept => {
+                        ts.addOption({
+                            value: dept.id,
+                            text: {% if LANG == 'ar' %}dept.name_ar || dept.name{% else %}dept.name{% endif %}
+                        });
+                    });
+                } else {
+                    departmentSelect.innerHTML = '<option value="">' + placeholderText + '</option>';
+                    results.forEach(dept => {
+                        const option = document.createElement('option');
+                        option.value = dept.id;
+                        option.textContent = {% if LANG == 'ar' %}dept.name_ar || dept.name{% else %}dept.name{% endif %};
+                        departmentSelect.appendChild(option);
+                    });
+                }
 
-                if (selectedDept) {
-                    departmentSelect.value = selectedDept;
-                } else if ('{{ form.department.value }}') {
-                    departmentSelect.value = '{{ form.department.value }}';
+                var selectVal = selectedDept || ('{{ form.department.value }}' || '');
+                if (selectVal) {
+                    if (ts) { ts.setValue(selectVal, true); }
+                    else { departmentSelect.value = selectVal; }
                 }
             })
             .catch(error => {
                 console.error('Error loading departments:', error);
-                departmentSelect.innerHTML = '<option value="">{% trans "Error loading departments" %}</option>';
+                if (ts) {
+                    ts.clear();
+                    ts.clearOptions();
+                    ts.addOption({value: '', text: '{% trans "Error loading departments" %}'});
+                } else {
+                    departmentSelect.innerHTML = '<option value="">{% trans "Error loading departments" %}</option>';
+                }
             });
     }
 
@@ -510,6 +570,38 @@ document.addEventListener('DOMContentLoaded', function() {
     const selectedStaffName = document.getElementById('selectedStaffName');
     const staffSearchInputWrap = document.getElementById('staffSearchInput-wrap');
 
+    // ===== Create Staff Toggle =====
+    const createStaffCheckbox = document.getElementById('create_staff');
+    const createStaffFields = document.getElementById('createStaffFields');
+    const staffSearchSection = staffSearchInput ? staffSearchInput.closest('.form-section') : null;
+
+    if (createStaffCheckbox) {
+        createStaffCheckbox.addEventListener('change', function() {
+            if (this.checked) {
+                createStaffFields.classList.remove('hidden');
+                if (staffSearchSection) staffSearchSection.classList.add('hidden');
+                if (staffIdInput) staffIdInput.value = '';
+            } else {
+                createStaffFields.classList.add('hidden');
+                if (staffSearchSection) staffSearchSection.classList.remove('hidden');
+            }
+            lucide.createIcons();
+        });
+    }
+
+    function disableCreateStaff() {
+        if (createStaffCheckbox) {
+            createStaffCheckbox.checked = false;
+            createStaffFields.classList.add('hidden');
+        }
+    }
+
+    function enableCreateStaff() {
+        if (staffSearchSection && createStaffCheckbox && createStaffCheckbox.checked) {
+            staffSearchSection.classList.add('hidden');
+        }
+    }
+
     if (staffSearchInput) {
         let debounceTimer;
 
@@ -603,6 +695,8 @@ document.addEventListener('DOMContentLoaded', function() {
                 staffSearchInputWrap.classList.add('hidden');
                 selectedStaffChip.classList.remove('hidden');
 
+                disableCreateStaff();
+
                 // Auto-fill fields
                 const fields = {
                     'id_first_name': data.first_name,
@@ -636,8 +730,34 @@ document.addEventListener('DOMContentLoaded', function() {
         staffSearchInputWrap.classList.remove('hidden');
         staffSearchInput.value = '';
         staffSearchResults.classList.remove('active');
+        if (createStaffCheckbox && staffSearchSection) {
+            staffSearchSection.classList.remove('hidden');
+        }
     };
 
+    // ===== Form Validation =====
+    const userForm = document.getElementById('userForm');
+    if (userForm && createStaffCheckbox) {
+        userForm.addEventListener('submit', function(e) {
+            if (createStaffCheckbox.checked) {
+                var empId = document.getElementById('id_employee_id');
+                var jobTitle = document.getElementById('staff_job_title');
+                var staffType = document.getElementById('staff_type');
+                var missing = [];
+
+                if (!empId || !empId.value.trim()) missing.push('{% trans "Employee ID" %}');
+                if (!jobTitle || !jobTitle.value.trim()) missing.push('{% trans "Job Title" %}');
+                if (!staffType || !staffType.value) missing.push('{% trans "Staff Type" %}');
+
+                if (missing.length) {
+                    e.preventDefault();
+                    alert('{% trans "Please fill in the following required fields:" %} ' + missing.join(', '));
+                    return false;
+                }
+            }
+        });
+    }
+
     if (typeof lucide !== 'undefined') {
         lucide.createIcons();
     }

templates/emails/inquiry_sla_reminder.html

@@ -0,0 +1,40 @@
+{% extends 'emails/base_email_template.html' %}
+{% load i18n %}
+
+{% block title %}{% trans "SLA Reminder - Inquiry" %}{% endblock %}
+{% block preheader %}{% trans "An inquiry assigned to you is approaching its SLA deadline." %}{% endblock %}
+
+{% block content %}
+<p style="margin: 0 0 15px;">
+    {% trans "Dear" %} <strong>{{ recipient_name|default:'Colleague' }}</strong>,
+</p>
+
+<p style="margin: 0 0 20px;">
+    {% trans "This is an automated reminder that an inquiry assigned to you is approaching its SLA deadline. Please review and take appropriate action." %}
+</p>
+
+<p style="margin: 0 0 5px;"><strong>{% trans "Reference:" %}</strong> {{ inquiry.reference_number }}</p>
+<p style="margin: 0 0 5px;"><strong>{% trans "Subject:" %}</strong> {{ inquiry.subject }}</p>
+<p style="margin: 0 0 5px;"><strong>{% trans "Due Date:" %}</strong> {{ inquiry.due_at|date:"F d, Y H:i" }}</p>
+<p style="margin: 0 0 20px;"><strong>{% trans "Time Remaining:" %}</strong> {{ hours_remaining }} {% trans "hours" %}</p>
+
+{% if inquiry_url %}
+<table role="presentation" cellspacing="0" cellpadding="0" border="0" width="100%">
+    <tr>
+        <td align="center">
+            <a href="{{ inquiry_url }}"
+               style="display: inline-block; padding: 12px 32px; font-size: 16px; font-weight: 600; color: #ffffff; text-decoration: none; border-radius: 6px; background-color: #005696;">
+                {% trans "View Inquiry" %}
+            </a>
+        </td>
+    </tr>
+</table>
+{% endif %}
+
+<p style="margin: 25px 0 5px; font-size: 13px; color: #666666; direction: rtl; text-align: right;">
+    تذكير اتفاقية مستوى الخدمة - استفسار {{ inquiry.reference_number }}
+</p>
+<p style="margin: 0; font-size: 12px; color: #999999; direction: rtl; text-align: right; line-height: 1.8;">
+    تاريخ الاستحقاق: {{ inquiry.due_at|date:"Y F d H:i" }} - الوقت المتبقي: {{ hours_remaining }} ساعة
+</p>
+{% endblock %}

templates/emails/inquiry_sla_second_reminder.html

@@ -0,0 +1,40 @@
+{% extends 'emails/base_email_template.html' %}
+{% load i18n %}
+
+{% block title %}{% trans "URGENT: SLA Reminder - Inquiry" %}{% endblock %}
+{% block preheader %}{% trans "An inquiry assigned to you is about to breach its SLA deadline." %}{% endblock %}
+
+{% block content %}
+<p style="margin: 0 0 15px;">
+    {% trans "Dear" %} <strong>{{ recipient_name|default:'Colleague' }}</strong>,
+</p>
+
+<p style="margin: 0 0 20px; color: #dc2626; font-weight: bold;">
+    {% trans "URGENT: An inquiry assigned to you is about to breach its SLA deadline and requires your immediate attention." %}
+</p>
+
+<p style="margin: 0 0 5px;"><strong>{% trans "Reference:" %}</strong> {{ inquiry.reference_number }}</p>
+<p style="margin: 0 0 5px;"><strong>{% trans "Subject:" %}</strong> {{ inquiry.subject }}</p>
+<p style="margin: 0 0 5px;"><strong>{% trans "Due Date:" %}</strong> {{ inquiry.due_at|date:"F d, Y H:i" }}</p>
+<p style="margin: 0 0 20px;"><strong>{% trans "Time Remaining:" %}</strong> {{ hours_remaining }} {% trans "hours" %}</p>
+
+{% if inquiry_url %}
+<table role="presentation" cellspacing="0" cellpadding="0" border="0" width="100%">
+    <tr>
+        <td align="center">
+            <a href="{{ inquiry_url }}"
+               style="display: inline-block; padding: 12px 32px; font-size: 16px; font-weight: 600; color: #ffffff; text-decoration: none; border-radius: 6px; background-color: #dc2626;">
+                {% trans "View Inquiry" %}
+            </a>
+        </td>
+    </tr>
+</table>
+{% endif %}
+
+<p style="margin: 25px 0 5px; font-size: 13px; color: #666666; direction: rtl; text-align: right;">
+    عاجل: تذكير اتفاقية مستوى الخدمة - استفسار {{ inquiry.reference_number }}
+</p>
+<p style="margin: 0; font-size: 12px; color: #999999; direction: rtl; text-align: right; line-height: 1.8;">
+    تاريخ الاستحقاق: {{ inquiry.due_at|date:"Y F d H:i" }} - الوقت المتبقي: {{ hours_remaining }} ساعة
+</p>
+{% endblock %}

templates/layouts/partials/sidebar.html

@@ -149,7 +149,7 @@
         </a>
 
         <!-- Department Champion: only Dashboard + My Department -->
-        {% if user.is_champion and not user.is_px_admin and not user.is_hospital_admin and not user.is_department_manager %}
+        {% if user.is_champion and not user.is_px_admin and not user.is_hospital_admin and not user.is_department_manager and not user.is_px_employee and not user.is_px_management %}
         {% if user.department %}
         <a href="{% url 'organizations:department_detail' pk=user.department.pk %}"
            class="flex items-center gap-3 p-3 rounded-lg transition {% if 'departments' in request.path %}nav-item-active{% else %}opacity-70 hover:opacity-100 hover:bg-white/10{% endif %}">
@@ -324,7 +324,7 @@
         <!-- Departments -->
         {% if not user.is_basic_staff and not user.is_department_manager and not user.is_director %}
         {% if not user.source_user_profile %}
-        {% if user.is_champion and user.department %}
+        {% if user.is_champion and user.department and not user.is_px_employee and not user.is_px_management %}
         <a href="{% url 'organizations:department_detail' pk=user.department.pk %}"
            class="flex items-center gap-3 p-3 rounded-lg transition {% if 'departments' in request.path %}nav-item-active{% else %}opacity-70 hover:opacity-100 hover:bg-white/10{% endif %}">
             <i data-lucide="building-2" class="w-5 h-5 flex-shrink-0"></i>