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๐Ÿ  All modules / crm_office / Tickets and help desk
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Tickets and help desk

tickets crm_office ๐Ÿ›ก๏ธ RLS Protected

Customer support tickets, SLA escalation stages, ticket routing and linking to orders and customer portal.

Fachliche Bestimmung: It can also be used to stream customer requests, service messages and service orders. Tickets can be created directly from the customer portal, by e-mail or manually.
โšก Workflows and life cycles (6) ๐Ÿ—„๏ธ Data models and fields (5) ๐Ÿ”Œ The Commission shall adopt delegated acts in accordance with Article 21 of this Regulation. (27) ๐Ÿ›ก๏ธ Regulatory and compliance

โšก Workflows and life cycles

Other, of a kind used for the manufacture of goods cascade:business.delivery_note.intake

The following information shall be provided:

1. stock
Commodity receipts
Inventory
Aktionen: post_goods_receipt
2. tour
Tour / further transport planning
Logistics
Aktionen: create_tour
3. task
Checking / comparing the entry of goods
other tasks
Aktionen: create_task
4. qc
Quality control in case of suspected defects
Inventory
Aktionen: quality.check.create
5. ticket
Ticket for complaints in case of defects
Tickets
Aktionen: create_ticket

The Commission shall adopt the following measures: cascade:business.maintenance.cycle

The following information shall be provided:

1. fieldservice
The Commission shall adopt the following measures:
field service
Aktionen: create_service_report
2. followup
Maintenance plans
Other assets
Aktionen: maintenance. schedule
3. ticket
Ticket in case of defects/disturbances
Tickets
Aktionen: create_ticket

Refunds cascade:business.return_note.handling

The following information shall be provided:

1. ticket
The Commission shall adopt delegated acts in accordance with Article 21 of this Regulation.
Tickets
Aktionen: create_ticket
2. tour
Planning of the collection tour
Logistics
Aktionen: create_tour
3. task
Refunds further
other tasks
Aktionen: create_task

External services โ†’ accounting cascade:business.work_report.billing

The following information shall be provided:

1. fieldservice
The Commission shall adopt the following measures:
field service
Aktionen: create_service_report
2. task
Follow-up of accounts
other tasks
Aktionen: create_task
3. ticket
Ticket in case of defects/disturbances
Tickets
Aktionen: create_ticket

Ticket / Passing cascade_target:business.ticket.create

The following information shall be provided:

1. cascade
Ticket / Passing

Ticket status:ticket

The following information is provided by the Commission on the basis of the information provided by the Member States:

1. new
new
Status of the ticket of the condition machine.
2. open
Open
Status of the ticket.
3. in_progress
in_progress
Status of the ticket of the condition machine.
4. pending_customer
pending_customer
Status of the ticket of the ticket.
5. pending_vendor
pending_vendor
Status of the ticket of the ticket.
6. resolved
Resolved
Status of the ticket of the condition machine
7. closed
closed
Status of the ticket of the condition machine.
8. cancelled
cancelled
Status of the ticket of the condition machine

๐Ÿ—„๏ธ Data models and fields

TicketMessages ticket_messages RLS Aktiv
16 Fields and columns

Tabelle ticket_messages

Feldname Type of data The Commission Schlรผssel The technical significance
ticket_id UUID Ja * FK โž” tickets.id Feld ticket_id
author_user_id UUID Nein FK โž” users.id Feld author_user_id
author_name VARCHAR(255) Ja * - Feld author_name
author_email VARCHAR(255) Nein - Feld author_email
is_internal BOOLEAN Ja * - Feld is_internal
body TEXT Ja * - Feld body
attachments JSONB Nein - Feld attachments
id UUID Nein PK Feld id
tenant_id UUID Ja * FK โž” organizations.id Feld tenant_id
created_at DATETIME Ja * - Feld created_at
updated_at DATETIME Ja * - Feld updated_at
created_by UUID Nein - Feld created_by
updated_by UUID Nein - Feld updated_by
source_type VARCHAR(32) Nein - Feld source_type
source_id UUID Nein - Feld source_id
metadata JSONB Ja * - Feld metadata
TicketSlaPolicies ticket_sla_policies RLS Aktiv
16 Fields and columns

Tabelle ticket_sla_policies

Feldname Type of data The Commission Schlรผssel The technical significance
name VARCHAR(128) Ja * - Feld name
description TEXT Nein - Feld description
team_id UUID Nein FK โž” ticket_teams.id Feld team_id
priority VARCHAR(16) Nein - Feld priority
target_response_hours NUMERIC(6, 2) Ja * - Feld target_response_hours
target_resolution_hours NUMERIC(6, 2) Ja * - Feld target_resolution_hours
is_active BOOLEAN Ja * - Feld is_active
id UUID Nein PK Feld id
tenant_id UUID Ja * FK โž” organizations.id Feld tenant_id
created_at DATETIME Ja * - Feld created_at
updated_at DATETIME Ja * - Feld updated_at
created_by UUID Nein - Feld created_by
updated_by UUID Nein - Feld updated_by
source_type VARCHAR(32) Nein - Feld source_type
source_id UUID Nein - Feld source_id
metadata JSONB Ja * - Feld metadata
TicketTeams ticket_teams RLS Aktiv
17 Fields and columns

Tabelle ticket_teams

Feldname Type of data The Commission Schlรผssel The technical significance
name VARCHAR(128) Ja * - Feld name
code VARCHAR(32) Ja * - Feld code
description TEXT Nein - Feld description
email_alias VARCHAR(128) Nein - Feld email_alias
assignment_method VARCHAR(32) Ja * - Feld assignment_method
lead_user_id UUID Nein FK โž” users.id Feld lead_user_id
is_active BOOLEAN Ja * - Feld is_active
color VARCHAR(16) Ja * - Feld color
id UUID Nein PK Feld id
tenant_id UUID Ja * FK โž” organizations.id Feld tenant_id
created_at DATETIME Ja * - Feld created_at
updated_at DATETIME Ja * - Feld updated_at
created_by UUID Nein - Feld created_by
updated_by UUID Nein - Feld updated_by
source_type VARCHAR(32) Nein - Feld source_type
source_id UUID Nein - Feld source_id
metadata JSONB Ja * - Feld metadata
TicketTimeLogs ticket_time_logs RLS Aktiv
15 Fields and columns

Tabelle ticket_time_logs

Feldname Type of data The Commission Schlรผssel The technical significance
ticket_id UUID Ja * FK โž” tickets.id Feld ticket_id
user_id UUID Nein FK โž” users.id Feld user_id
work_date DATE Ja * - Feld work_date
hours NUMERIC(6, 2) Ja * - Feld hours
is_billable BOOLEAN Ja * - Feld is_billable
description TEXT Nein - Feld description
id UUID Nein PK Feld id
tenant_id UUID Ja * FK โž” organizations.id Feld tenant_id
created_at DATETIME Ja * - Feld created_at
updated_at DATETIME Ja * - Feld updated_at
created_by UUID Nein - Feld created_by
updated_by UUID Nein - Feld updated_by
source_type VARCHAR(32) Nein - Feld source_type
source_id UUID Nein - Feld source_id
metadata JSONB Ja * - Feld metadata
Tickets tickets RLS Aktiv
49 Fields and columns

Tabelle tickets

Feldname Type of data The Commission Schlรผssel The technical significance
ticket_number VARCHAR(32) Ja * - Feld ticket_number
title VARCHAR(255) Ja * - Feld title
description TEXT Nein - Feld description
status VARCHAR(48) Ja * - Feld status
priority VARCHAR(48) Ja * - Feld priority
category VARCHAR(48) Ja * - Feld category
channel VARCHAR(48) Ja * - Feld channel
team_id UUID Nein FK โž” ticket_teams.id Feld team_id
assigned_user_id UUID Nein FK โž” users.id Feld assigned_user_id
customer_id UUID Nein FK โž” customers.id Feld customer_id
contact_name VARCHAR(255) Nein - Feld contact_name
contact_email VARCHAR(255) Nein - Feld contact_email
contact_phone VARCHAR(64) Nein - Feld contact_phone
project_id UUID Nein FK โž” projects.id Feld project_id
work_order_id UUID Nein FK โž” work_orders.id Feld work_order_id
contract_id UUID Nein FK โž” contracts.id Feld contract_id
asset_id UUID Nein FK โž” assets.id Feld asset_id
quote_id UUID Nein FK โž” quotes.id Feld quote_id
invoice_id UUID Nein FK โž” invoices.id Feld invoice_id
return_id UUID Nein FK โž” return_orders.id Feld return_id
service_report_id UUID Nein FK โž” service_reports.id Feld service_report_id
sla_policy_id UUID Nein FK โž” ticket_sla_policies.id Feld sla_policy_id
sla_status VARCHAR(48) Ja * - Feld sla_status
response_due_at DATETIME Nein - Feld response_due_at
first_responded_at DATETIME Nein - Feld first_responded_at
resolution_due_at DATETIME Nein - Feld resolution_due_at
resolved_at DATETIME Nein - Feld resolved_at
closed_at DATETIME Nein - Feld closed_at
is_billable BOOLEAN Ja * - Feld is_billable
hourly_rate NUMERIC(14, 2) Nein - Feld hourly_rate
currency VARCHAR(3) Ja * - Feld currency
planned_hours NUMERIC(8, 2) Nein - Feld planned_hours
logged_hours NUMERIC(8, 2) Ja * - Feld logged_hours
csat_rating INTEGER Nein - Feld csat_rating
csat_comment TEXT Nein - Feld csat_comment
csat_submitted_at DATETIME Nein - Feld csat_submitted_at
resolution_summary TEXT Nein - Feld resolution_summary
tags JSONB Nein - Feld tags
custom_fields JSONB Nein - Feld custom_fields
id UUID Nein PK Feld id
tenant_id UUID Ja * FK โž” organizations.id Feld tenant_id
created_at DATETIME Ja * - Feld created_at
updated_at DATETIME Ja * - Feld updated_at
created_by UUID Nein - Feld created_by
updated_by UUID Nein - Feld updated_by
source_type VARCHAR(32) Nein - Feld source_type
source_id UUID Nein - Feld source_id
metadata JSONB Ja * - Feld metadata
deleted_at DATETIME Nein - Feld deleted_at

๐Ÿ”Œ The Commission shall adopt delegated acts in accordance with Article 21 of this Regulation.

Art The method Endpoint / path Titel & Zweck The Commission shall adopt the following:
โšก REST API GET /api/v1/tickets
list_tickets
Semantic binding: not_evaluated; mutation=False
 tickets
โšก REST API GET /api/v1/tickets/sla-policies
list_sla_policies
Semantic binding: not_evaluated; mutation=False
 tickets
โšก REST API GET /api/v1/tickets/stats
get_ticket_stats
Semantic binding: not_evaluated; mutation=False
 tickets
โšก REST API GET /api/v1/tickets/teams
list_teams
Semantic binding: not_evaluated; mutation=False
 tickets
โšก REST API GET /api/v1/tickets/{ticket_id}
get_ticket
Semantic binding: not_evaluated; mutation=False
 tickets
โšก REST API GET /api/v1/tickets/{ticket_id}/messages
list_ticket_messages
Semantic binding: not_evaluated; mutation=False
 tickets
โšก REST API GET /api/v1/tickets/{ticket_id}/timelogs
list_ticket_timelogs
Semantic binding: not_evaluated; mutation=False
 tickets
โšก REST API GET /portal/{slug}/tickets
tickets_page
Semantic binding: not_evaluated; mutation=False
 tickets
โšก REST API GET /portal/{slug}/tickets/{ticket_id}
ticket_detail
Semantic binding: not_evaluated; mutation=False
 tickets
โšก REST API GET /tickets
tickets_page
Semantic binding: not_evaluated; mutation=False
 tickets
โšก REST API GET /tickets/new
ticket_create_page
Semantic binding: not_evaluated; mutation=False
 tickets
โšก REST API GET /tickets/{ticket_id}
ticket_detail_page
Semantic binding: not_evaluated; mutation=False
 tickets
โšก REST API PATCH /api/v1/tickets/teams/{team_id}
update_team
Semantic binding: not_evaluated; mutation=True
 tickets
โšก REST API POST /api/v1/tickets
create_ticket
Semantic binding: not_evaluated; mutation=True
 tickets
โšก REST API POST /api/v1/tickets/sla-policies
create_sla_policy
Semantic binding: not_evaluated; mutation=True
 tickets
โšก REST API POST /api/v1/tickets/teams
create_team
Semantic binding: not_evaluated; mutation=True
 tickets
โšก REST API POST /api/v1/tickets/{ticket_id}/create-project
create_project_from_ticket
Semantic binding: not_evaluated; mutation=True
 tickets
โšก REST API POST /api/v1/tickets/{ticket_id}/create-task
create_task_from_ticket
Semantic binding: not_evaluated; mutation=True
 tickets
โšก REST API POST /api/v1/tickets/{ticket_id}/create-work-order
create_work_order_from_ticket
Semantic binding: not_evaluated; mutation=True
 tickets
โšก REST API POST /api/v1/tickets/{ticket_id}/csat
submit_ticket_csat
Semantic binding: not_evaluated; mutation=True
 tickets
โšก REST API POST /api/v1/tickets/{ticket_id}/messages
add_ticket_message
Semantic binding: not_evaluated; mutation=True
 tickets
โšก REST API POST /api/v1/tickets/{ticket_id}/status
transition_ticket_status
Semantic binding: not_evaluated; mutation=True
 tickets
โšก REST API POST /api/v1/tickets/{ticket_id}/timelogs
log_ticket_time
Semantic binding: not_evaluated; mutation=True
 tickets
โšก REST API POST /portal/{slug}/tickets
ticket_create
Semantic binding: not_evaluated; mutation=True
 tickets
โšก REST API POST /portal/{slug}/tickets/{ticket_id}/abschliessen
ticket_close
Semantic binding: not_evaluated; mutation=True
 tickets
โšก REST API POST /portal/{slug}/tickets/{ticket_id}/antwort
ticket_reply
Semantic binding: not_evaluated; mutation=True
 tickets
โšก REST API PUT /api/v1/tickets/{ticket_id}
update_ticket
Semantic binding: not_evaluated; mutation=True
 tickets

๐Ÿ›ก๏ธ Regulatory and compliance

Dieses Modul unterliegt folgenden gesetzlichen, regulatorischen und Revisionsstandards:

  • ITIL service operation
  • The following points shall be added:
Connected modules:
โž” customers โž” portal โž” workorders