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Ticket Object

This page contains the Ticket API Documentation.

Ticket Status

Ticket Status

Status of the ticket. By design, not all statuses are available for ALL ticket types.

Request / Incident ticket

  • Draft
  • New
  • Assigned
  • Assigned (Planned)
  • Pending
  • Solved
  • Closed

Problem Ticket

  • Draft
  • New
  • Accepted
  • Assigned
  • Assigned (Planned)
  • Pending
  • Solved
  • Under Observation
  • Closed

Change Ticket

  • Draft
  • New
  • Evaluation
  • Approvals
  • Accepted
  • Pending
  • Testing
  • Qualification
  • Applied
  • Review
  • Closed
  • Cancelled
  • Refused

Ticket External System

Bases: IntegerChoices

Attributes

GITHUB = ('1', 'Github')

GITLAB = ('2', 'Gitlab')

CUSTOM_1 = ('9999', 'Custom #1 (Imported)')

CUSTOM_2 = ('9998', 'Custom #2 (Imported)')

CUSTOM_3 = ('9997', 'Custom #3 (Imported)')

CUSTOM_4 = ('9996', 'Custom #4 (Imported)')

CUSTOM_5 = ('9995', 'Custom #5 (Imported)')

CUSTOM_6 = ('9994', 'Custom #6 (Imported)')

CUSTOM_7 = ('9993', 'Custom #7 (Imported)')

CUSTOM_8 = ('9992', 'Custom #8 (Imported)')

CUSTOM_9 = ('9991', 'Custom #9 (Imported)')

Ticket Type

Bases: IntegerChoices

Centurion ERP has the following ticket types available:

  • Request

  • Incident

  • Change

  • Problem

As we use a common model for ALL ticket types. Effort has been made to limit fields showing for a ticket type that it does not belong. If you find a field displayed that does not belong to a ticket, please create an issue.

Danger

The API does not filter ticket fields. It's important not to edit a field that does not belong to the ticket type selected, as this will cause the ticket validation to fail.

Attributes

REQUEST = ('1', 'Request')

INCIDENT = ('2', 'Incident')

CHANGE = ('3', 'Change')

PROBLEM = ('4', 'Problem')

ISSUE = ('5', 'Issue')

MERGE_REQUEST = ('6', 'Merge Request')

PROJECT_TASK = ('7', 'Project Task')

Ticket Urgency

Bases: IntegerChoices

Attributes

VERY_LOW = ('1', 'Very Low')

LOW = ('2', 'Low')

MEDIUM = ('3', 'Medium')

HIGH = ('4', 'High')

VERY_HIGH = ('5', 'Very High')

Ticket Impact

Bases: IntegerChoices

Attributes

VERY_LOW = ('1', 'Very Low')

LOW = ('2', 'Low')

MEDIUM = ('3', 'Medium')

HIGH = ('4', 'High')

VERY_HIGH = ('5', 'Very High')

Ticket Priority

Bases: IntegerChoices

Attributes

VERY_LOW = ('1', 'Very Low')

LOW = ('2', 'Low')

MEDIUM = ('3', 'Medium')

HIGH = ('4', 'High')

VERY_HIGH = ('5', 'Very High')

MAJOR = ('6', 'Major')

Ticket Object Model Abstract class

Bases: TenancyObject, TicketCommonFields

Attributes

save_model_history: bool = False

model_notes = None

is_global = None

status = models.IntegerField(blank=False, choices=TicketStatus.All, default=TicketStatus.All.NEW, help_text='Status of ticket', verbose_name='Status')

title = models.CharField(blank=False, help_text='Title of the Ticket', max_length=50, unique=True, verbose_name='Title')

description = models.TextField(blank=False, default=None, help_text='Ticket Description', null=False, verbose_name='Description')

urgency = models.IntegerField(blank=True, choices=TicketUrgency, default=TicketUrgency.VERY_LOW, help_text='How urgent is this tickets resolution for the user?', null=True, verbose_name='Urgency')

impact = models.IntegerField(blank=True, choices=TicketImpact, default=TicketImpact.VERY_LOW, help_text='End user assessed impact', null=True, verbose_name='Impact')

priority = models.IntegerField(blank=True, choices=TicketPriority, default=TicketPriority.VERY_LOW, help_text='What priority should this ticket for its completion', null=True, verbose_name='Priority')

external_ref = models.IntegerField(blank=True, default=None, help_text='External System reference', null=True, verbose_name='Reference Number')

external_system = models.IntegerField(blank=True, choices=Ticket_ExternalSystem, default=None, help_text='External system this item derives', null=True, verbose_name='External System')

ticket_type = models.IntegerField(blank=False, choices=TicketType, help_text='The type of ticket this is', validators=[validation_ticket_type], verbose_name='Type')

project = models.ForeignKey(Project, blank=True, help_text='Assign to a project', null=True, on_delete=models.DO_NOTHING, verbose_name='Project')

opened_by = models.ForeignKey(User, blank=False, help_text='Who is the ticket for', null=False, on_delete=models.DO_NOTHING, related_name='opened_by', verbose_name='Opened By')

subscribed_users = models.ManyToManyField(User, blank=True, help_text='Subscribe a User(s) to the ticket to receive updates', related_name='subscribed_users', symmetrical=False, verbose_name='Subscribed User(s)')

subscribed_teams = models.ManyToManyField(Team, blank=True, help_text='Subscribe a Team(s) to the ticket to receive updates', related_name='subscribed_teams', symmetrical=False, verbose_name='Subscribed Team(s)')

assigned_users = models.ManyToManyField(User, blank=True, help_text='Assign the ticket to a User(s)', related_name='assigned_users', symmetrical=False, verbose_name='Assigned User(s)')

assigned_teams = models.ManyToManyField(Team, blank=True, help_text='Assign the ticket to a Team(s)', related_name='assigned_teams', symmetrical=False, verbose_name='Assigned Team(s)')

is_deleted = models.BooleanField(blank=False, default=False, help_text='Is the ticket deleted? And ready to be purged', null=False, verbose_name='Deleted')

date_closed = models.DateTimeField(blank=True, help_text='Date ticket closed', null=True, verbose_name='Closed Date')

planned_start_date = models.DateTimeField(blank=True, help_text='Planned start date.', null=True, verbose_name='Planned Start Date')

planned_finish_date = models.DateTimeField(blank=True, help_text='Planned finish date', null=True, verbose_name='Planned Finish Date')

real_start_date = models.DateTimeField(blank=True, help_text='Real start date', null=True, verbose_name='Real Start Date')

real_finish_date = models.DateTimeField(blank=True, help_text='Real finish date', null=True, verbose_name='Real Finish Date')

common_fields: list(str()) = ['organization', 'title', 'description', 'opened_by', 'ticket_type', 'assigned_users', 'assigned_teams']

common_itsm_fields: list(str()) = common_fields + ['status', 'urgency', 'project', 'priority', 'impact', 'subscribed_teams', 'subscribed_users']

fields_itsm_request: list(str()) = common_itsm_fields + []

fields_itsm_incident: list(str()) = common_itsm_fields + []

fields_itsm_problem: list(str()) = common_itsm_fields + []

fields_itsm_change: list(str()) = common_itsm_fields + []

common_git_fields: list(str()) = common_fields + []

fields_git_issue: list(str()) = common_fields + []

fields_git_merge_request: list(str()) = common_fields + []

fields_project_task: list(str()) = common_fields + ['status', 'urgency', 'priority', 'impact', 'subscribed_teams', 'subscribed_users', 'planned_start_date', 'planned_finish_date', 'real_start_date', 'real_finish_date']

tech_fields = ['category', 'project', 'assigned_users', 'assigned_teams', 'subscribed_teams', 'subscribed_users', 'status', 'urgency', 'impact', 'priority', 'planned_start_date', 'planned_finish_date']

comments

duration_ticket: str

related_tickets: list(dict())

Classes

Meta

Attributes
ordering = ['id']
permissions = [('add_ticket_request', 'Can add a request ticket'), ('change_ticket_request', 'Can change any request ticket'), ('delete_ticket_request', 'Can delete a request ticket'), ('import_ticket_request', 'Can import a request ticket'), ('purge_ticket_request', 'Can purge a request ticket'), ('triage_ticket_request', 'Can triage all request ticket'), ('view_ticket_request', 'Can view all request ticket'), ('add_ticket_incident', 'Can add a incident ticket'), ('change_ticket_incident', 'Can change any incident ticket'), ('delete_ticket_incident', 'Can delete a incident ticket'), ('import_ticket_incident', 'Can import a incident ticket'), ('purge_ticket_incident', 'Can purge a incident ticket'), ('triage_ticket_incident', 'Can triage all incident ticket'), ('view_ticket_incident', 'Can view all incident ticket'), ('add_ticket_problem', 'Can add a problem ticket'), ('change_ticket_problem', 'Can change any problem ticket'), ('delete_ticket_problem', 'Can delete a problem ticket'), ('import_ticket_problem', 'Can import a problem ticket'), ('purge_ticket_problem', 'Can purge a problem ticket'), ('triage_ticket_problem', 'Can triage all problem ticket'), ('view_ticket_problem', 'Can view all problem ticket'), ('add_ticket_change', 'Can add a change ticket'), ('change_ticket_change', 'Can change any change ticket'), ('delete_ticket_change', 'Can delete a change ticket'), ('import_ticket_change', 'Can import a change ticket'), ('purge_ticket_change', 'Can purge a change ticket'), ('triage_ticket_change', 'Can triage all change ticket'), ('view_ticket_change', 'Can view all change ticket'), ('add_ticket_project_task', 'Can add a project task'), ('change_ticket_project_task', 'Can change any project task'), ('delete_ticket_project_task', 'Can delete a project task'), ('import_ticket_project_task', 'Can import a project task'), ('purge_ticket_project_task', 'Can purge a project task'), ('triage_ticket_project_task', 'Can triage all project task'), ('view_ticket_project_task', 'Can view all project task')]
unique_together = ('external_system', 'external_ref')
verbose_name = 'Ticket'
verbose_name_plural = 'Tickets'

Functions

validation_ticket_type(field)

validation_title(field)

__str__()

save(force_insert=False, force_update=False, using=None, update_fields=None)

ticketassigned(instance)

Check if the ticket has any assigned user(s)/team(s)

assigned_status_update(instance)

Update Ticket status based off of assigned

  • If the ticket has any assigned team(s)/user(s), update the status to assigned.
  • If the ticket does not have any assigned team(s)/user(s), update the status to new.

This method only updates the status if the existing status is New or Assigned.

action_comment_ticket_users(sender, instance, action, reverse, model, pk_set, **kwargs)

Ticket *_users many2many field

  • Create the action comment
  • Update ticket status to New/Assigned

action_comment_ticket_teams(sender, instance, action, reverse, model, pk_set, **kwargs)

Ticket *_teams many2many field

  • Create the action comment
  • Update ticket status to New/Assigned

About:

This page forms part of our Project Centurion ERP.

Page Metadata
Version: ToDo: place files short git commit here
Date Created: 2024-09-01
Date Edited: 2024-09-01

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