Ticketing models

[jon-nfc]

Create the models that will be used by ALL ticket/issue types.

Details

Intent is that one model will be used by the different "Ticket" types. Expected ticketing types are:

• Request Ticket Request Management Module #96

• Incident Ticket Incident Management Module #93

• Problem Ticket Problem Management Module #95

• Change Ticket Change Management Module #90

• GitHub Issue GIT Repository Management #115

• Github Pull Request GIT Repository Management #115

• Gitlab Issue GIT Repository Management #115

• Gitlab Merge Request GIT Repository Management #115

Comments

Details

Commenting will need to be its own model. The comments will be broken down into two distinct areas:

• ITSM

  ITSM comments require additional fields. i.e. category, source etc

• GIT

  GIT comments only require the type to be known. i.e. reference/action comment and a user comment. The former is more so a reference that something has occured IRT the issue/MR/PR

ITSM Comments

Comments will need to be broken down into types, proposed is:

• comment

  basic type of comment. either a reply to ticket or another comment (discussion)

• Task

  will have the ITIL fields for tracking work to be or has been done

• Solution

  will have the ITIL fields for solving tickets.

Metadata

Details

Tickets require metadata to be assigned to them. This assists in working with the ticket. Proposed metadata is as follows:

• Category

  be able to categorize tickets

• Impact

  impact of the ticket

• source

  ticket source helpdesk|github|gitlab|direct|phone|email etc. follow ITIL

• Status

  status of ticket. open|closed|assigned|pending etc. ALL ITIL types

• Urgency

  urgency of the ticket from user perspective

• Tags/Labels

  Labels/tags to aid in filtering/classification

• Priority

  priority of ticket

• Project

  • Milestone

• Organization

• Requester / Raised By

  person whom opened the ticket

• Watching / Subscribed Users

  Persons whom clicked subscribed or have interacted with it. i.e. added a comment

• Assigned to

  Person(s) whom are considered as working on a ticket resolution

• Approvals

  If the ticket requires approval and if so its approval status

Linked items

Details

All ticket types will be able to have Centurion items added. It's proposed that all models be able to be linked to a ticket and within that models details page it shows "grouped by ticket type" the tickets related to the item.

As part of "costs" tracking each ticket comment that has a cost associated to it should be able to select the item the cost is related to. this will then be used for the calculation of Total Cost of Ownership (TCO) for the item.

UI Mock up

Details

initial ideas

Models

Details

• Ticket Model:

  • ID ticket number

  • status <draft|open|closed|in progress|assigned|solved|invalid>

    • will require validation by ticket type as status for types will be different

  • external ref external reference or null. i.e. github issue number

  • external_system <null|github|gitlab>

  • type ticket type <request|incident|change|problem|issue|merge_request>

  • description text, markdown

  • date_opened date opened

  • date_closed date closed

  • ?? date_edit date of last edit

• Comment Model

  • ID comment number
  • parent_id parent comment. used for discussions
  • type comment type
  • user user whom created comment
  • body text body of comment. Markdown
  • date_created date comment created
  • date_edited date last edit
  • private is it a private comment
  • duration duration of comment. i.e. time tracking

  ITSM Fields:

  • category
  • template
  • source <helpdesk|phone|direct>
  • status tasks: <todo|done>
  • responsible_user tasks: user whom is to complete task
  • scheduled tasks: when to schedule task

Potential problems to overcome

System Referencing Differences

referencing via markdown from each proposed system is different. for example:

• Github

  • Issue #
  • Pull Request #
  • Mention @

• Gitlab

  • Issue uses #
  • Merge Requests use !
  • Mentions @
  • Milestone %

So as to keep the original text from the separate systems unchanged, the parsing of the markdown to render the links will have to be unique for each system. Propose the following breakdown of systems:

• Centurion
• Github
• Gitlab

For commonality, referencing within centurion will be as follows:

• # ticket
• @ mention

Requirements

• 🔴 History not saved for ticket model

• Prevent related ticket circular blocks #258

  centurion_erp/app/core/forms/related_ticket.py

  Lines 34 to 46 in ba8b618

  	def is_valid(self) -> bool:
  	is_valid = super().is_valid()
  	check_db = self.Meta.model.objects.filter(
  	to_ticket_id = self.cleaned_data['to_ticket_id'].id,
  	from_ticket_id = self.cleaned_data['from_ticket_id'].id,
  	)
  	check_db_inverse = self.Meta.model.objects.filter(
  	to_ticket_id = self.cleaned_data['from_ticket_id'].id,
  	from_ticket_id = self.cleaned_data['to_ticket_id'].id,
  	)

• All ticket types can reference each other as either: Related, Blocked or blocking

• Costs Tracking

  Be able to assign a cost (user time/fixed) to a comment/ticket

  • Costs for a comment be able to select the item that the cost is related to.

    This will be used to calculate the TCO for an item

• Discussion based commenting

  A reply to a comment is added as a sub conversation to the "replied to" comment. and contains a resolve conversation button that will collapse the "discussion"

• Ticket Slash Commands #273

  be able to use slash commands to perform an action within a ticket

• Be able to upload files for ticket and comments #276

• Ticket Templates #275

  Be able to create ticket templates

• Time Tracking

  Be able to assign time tracking to a comment or ticket

• Validation

Validation

• organization cant be changed

• Validation of fields by user permission

  • add permission validation
    Fields:
    • title
    • description
    • urgency
    • can add comments
    • can link own devices
    • add time tracking to comment
    • can close own ticket
  • triage permission validation
    Fields:
    • assigned
    • subscribed
    • priority
    • impact
    • project
    • add labels
    • add task comments
    • add solution comment
    • add notification comment
  • delete permission validation
    Fields:
    • set is_deleted field
  • import permission
  • implement ticket purge permission #280
    • can delete from database

basic flow:

• only add designated fields
• prevented from editing certain fields
• prevented from defining certain fields

import permission:

• can set field external_ref
• can set field external_ref_id
• can set date field created
• can set date field edited
• can set field opened_by
• can set field subscribed_<user | team>
• can set field assigned_<user | team>

• Ticket Comment Validation #257

• migrate ticket to different organization #277

• ticket labels/tags #278

• model (itam) user and or group that when a ticket is created is added as a watcher

• model (itam) tech or tech group that when a ticket is created is assigned the ticket

• extend comments model to include all project task fields and have the fields filtered to the comment type.

• render task box as checkbox and add a click option that creates a ticket from the task

• Add status icons to ticket status'

Interface

• 💡 show ticket number on interface
• 💡 Show external reference on interface
• 💡 show edited date on ticket
• 💡 show edited date on comment
• 💡 🔴 ticket type icons
  use same icon and colour code to ticket type

Action Comments

• Ticket Assigned (user)
• Ticket Assigned (team)
• User added as watcher
• Team added as watcher
• Ticket added as related (on source ticket)
• Ticket added as related (on target ticket)
• ticket assigned to project
• Ticket priority changed
• Ticket urgency changed
• Ticket impact changed
• Ticket title changed (w/diff)
• ticket action comment on description changed (w/diff) #279
• milestone changed
• roadmap changed

Links

• Blocks: Change Management Module #90

• Blocks: Incident Management Module #93

• Blocks: Problem Management Module #95

• Blocks: Request Management Module #96

• Blocks: GIT Repository Management #115

• Blocked By: General Ledger #116

• Blocked By: Storing of API Credentials #138

• Related: Project Management #14

• Related: devops module #68

• Related: Assign KB article to an item #149

• Related: import repository from gitlab #167

• Related: import repository from github #168

Potential New Issues/Tasks

• API Refactor tickets to have views per ticket type #264

• secure markdown parsing #271

• add style for admonitions #272
  

  centurion_erp/app/core/models/ticket/markdown.py

  Line 65 in c0ac09b

  .use(admon.admon_plugin)

• Associate items to ticket #274

[jon-nfc]

Feature

• additional permissions will need to be created and planned for for the types of ticket.

[jon-nfc]

Ticket Icons

• ticket types, use material "document". has top rh corner folded