Base Ticket Model

[jon-nfc]

Summary

Implement a base ticket model to aid in extensibility within Centurion ERP

Description

Having a base ticket model with all of the core features will assist in extending Centurion ERP with other ticket types. This is because the developer will only need to extend the existing functionality with their desired custom features.

ERP Modules Impacted

• Core

Business Value / Objectives

• Assists in extending Centurion ERP with different ticket types.
• Allows for creating different ticket types quicker than would otherwise be without a base model
• As the base will contain the core features i.e. commenting, linking objects, meta etc. There is less duplicate code and potential for human error.

Success Criteria

• Model is ready for usage
• Test coverage >90%

Scope

No response

Dependencies

• Base Ticket Comment Model

Risks & Mitigations

No response

Stakeholders / Roles

No response

Milestones / Timeline

No response

Linked Features / Stories (Task List)

• fields:

  • Can have a description

• metadata:

  • Assignable to project
  • Can have milestone
  • Ticket Categorizable
  • can have labels assigned
  • can have roadmap assigned
  • planning dates start / Finish
  • Real start dates start / finish

• Can have user assiged as:

  • Reporter
  • Subscribed (receives notifications)
  • Assigned to

• as a user I would like to post comments on a ticket. this will allow for collaboration between relevant ticket stakeholders.

• As a user i would like to be able to import tickets. This will allow me to migrate from a different ticketing system

  • Can import all fields

• ticket draft #281
  As a user I would like to be able to create draft tickets. This would allow me to create a ticket over multiple occasions as sometimes you dont have all of the information available to immediatly create a ticket

• as a user i would like to be able to mark a ticket as private. This will allow me to create tickets with sensitive information that may e required to work upon the ticket and in the same token prevent those not directly related to the ticket from having access to this information.
  Only viewable by creator and a user whom has triage permission for that ticket type

  • require confirmation to change ticket from private=true to false

• Ticket history tracking #1009
  As a user I would like every change made to a ticket to be tracked. This will allow for a full audit history of said ticket.

• As a ticket user i would like the ability to have the ticket approved. this would allow for a workflow that would pause progress on a ticket untill approval was granted.

• Time Tracking

  • Time tracking by category
    Be able to assign a category to time tracking
  • As a user I would like the ticketing cost tracking to be linked to assets. This would allow a user to view as part of the asset Total Cost of Ownership, TCO. This metric will show as part of the asset lifecycle the continued cost of using the asset.
  • As triage user i would like the ability to estimate how much time would be required to work on a ticket. This will assist in planning work.

• AS a ticket creator i would like the ability to always see the tickets I create. This will enable me to see my tickets without the webmaster granting me access to view all tickets.
  Ability for user to see own tickets only if they only have permission to add a ticket and not view

• Scheduled tickets
  Ability to set a ticket to be created on schedule

• Ticket Status #1005
  tracks status

• As Centurion ERP user whom is responsible for centurion objects, I would like to be able to link any object to a ticket. This will allow me to go to an object and view any work that has been done on it.

• Sub Tickets #495
  As a devops/IT department user i would like the ability to have sub-tickets (parent-child). this would allow me to break my tickets down into smaller portions.

• as a devops/IT department user i would like ticket dependencies. this will allow me to mark a ticket as blocking or blocks another ticket. This includes being able to mark a ticket as related to another.

• Out-of-Scope for base ticket, however will be useful for SLM Ticket

  • Auto-assign Subscribed user/group[^ticket-573]
    • ITAM/ITIM User/Group (end-user)
  • Auto-Assign ticket[^ticket-572].
    • ITAM / ITIM Object Responsible user/group

Additional Notes / References

No response