Ticketing System

[jon-nfc]

This epic is for the core design of the ticketing system.

Details

The ticketing system can and will be used across any feature where it can fit. i.e. requests, jobs etc.

Intent is to have a core ticket model, serializer and viewset that ALL tickets inherit from.

Links

• Related: Location Management #62

Tasks

• Add API field blocked as a status_icon
  intent will be to show on table view that the ticket is blocked by another ticket

Features

• Implement Validation for tickets that require approval
• Scheduled tickets
  Ability to set a ticket to be created on schedule
• Auto-assign Subscribed user/group¹
  • ITAM/ITIM User/Group (end-user)
• Auto-Assign ticket².
  • ITAM / ITIM Object Responsible user/group
• Ability for user to see own tickets only if they only have permission to add a ticket and not view
• Private tickets
  Only viewable by creator and a user whom has triage permission for that ticket type
• Private ticket Comments
  Only viewable by user whom has the triage permission for that ticket type

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• Comment types
  • Common comment for text/time tracking
  • Task Comment that contains task management fields
  • Notification³ Comment that is intended to be sent to users
    • E-Mail Notifications #142
  • Solution A comment that contains additional information for reporting
  • Action Any action/event performed on a ticket will create an action comment for tracking changes.

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Footnotes

1. Blocked By Add fields end-user and end-group to ITAM objects #573 ↩

2. Blocked By ITAM Responsible User / Groups #572 ↩

3. Blocked By E-Mail Notifications #142 ↩