https://github.com/webdad/open-ticket
A small, fast and simple Ticket Service designed to solve common problems.
https://github.com/webdad/open-ticket
Last synced: 3 months ago
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A small, fast and simple Ticket Service designed to solve common problems.
- Host: GitHub
- URL: https://github.com/webdad/open-ticket
- Owner: WebDaD
- Created: 2019-03-01T19:30:08.000Z (over 7 years ago)
- Default Branch: master
- Last Pushed: 2019-03-07T12:28:46.000Z (about 7 years ago)
- Last Synced: 2025-12-28T18:47:24.706Z (5 months ago)
- Size: 1.95 KB
- Stars: 0
- Watchers: 1
- Forks: 0
- Open Issues: 0
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Metadata Files:
- Readme: README.md
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README
# Open Ticket
A small, fast and simple Ticket Service designed to solve common problems.
## Problems and their solutions
There are many problems in many ticket-systems today.
This Project wants to solve them.
### Ticket IDs not human readable
Long IDs, like 20190708000025634 seem simple, but are hard to give via phone or to remember.
Our solution is to accompany each Ticket with a human readable ID like this:
`42-red-big-horses`
NUMBER [10-99]-adjective-adjective-noun(plural)
A Hash is created to have a unique ID.
### Custom Fields
You want to have some custom fields for some tickets but not for all.
Our solution is to save each ticket as JSON-Object, so we can simply add, remove or rename fields here.
### Renaming of Information
You add a service to a ticket, but the service is renamed later.
But your ticket should be known under the old service...
No Problem as we keep the info hard in a json. No Problem exporting the Ticket either!
### Rights Management
In many solutions, there are big matrices to give everyone the right he needs or not.
We make this very simple, as there are only 4 groups of people:
* public (everyone, can open a ticket an see his own)
* agent (can edit tickets)
* manager (can create reports)
On Top, these groups can be attached to LDAP-Groups or just be filled with users themselves.
Wait, no Admins? Yes, everything they need to change are files on disk. This is the only way to configure the services.
### Ticket History
Ticket shall not be tempered with to keep the history consistat
So everytime you add info to a Ticket or edit it, we add this block of information (timestamp, key, value, user) to a chain in the ticket, complete with a hash build from the former blocks.
Sounds like a Blockchain? Think of every Ticket like a mini-Blockchain!
### Services
You want to attach every ticket to a service from your catalouge.
We have a simple microservice to publish those!
### External Data
You want to add external data (like an item from your CMDB) to a ticket.
Simply use our externalData-Microservice to configure an endpoint to use (this is effectively a source-to-json service)
### Automation
We want stuff to happen on tickets, like send a mail on creation or close it after some days. Or deploy a server if the correct fields are there.
All this can be done using the automation-Microservice with the config
### Config and Documentation
All Config-Files are JSON-Files on your Disk.
We Recommend using git to keep track of changes.
### Customer Data
You want to recognize Customers and not everytime ask all the infos.
On First entry for a customer, its data are not only save to the ticket but to a global customers list, to be avaiable on creating a ticket.
### Second Level Notification
Your Backend-Engineers only want to see tickets they can solve.
They may subsribe to one or more filters.
If a filter matches, a mail with the Ticket will be send to the engineer.
### Manage Planned / Unplanned Service Outtages
Sometimes a service will be out-of-order, wether planned or not. You dont want every ticket about this service to get trought your service desk.
A Calendar with outage-Date for every service can be procured and is seen on the ticket-Creation.
It may also be visible on the user-portal or any other platform you wanrt.
### Reporting
You want information about the system, the tickets, ...
A special micro-service can get these information. Every Report has a config-File in the system, allowing for easy sharing or changing.