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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

CUSTOM_1 

CUSTOM_1 = (_CUSTOM_1_INT, _CUSTOM_1_VALUE)

CUSTOM_2 

CUSTOM_2 = (_CUSTOM_2_INT, _CUSTOM_2_VALUE)

CUSTOM_3 

CUSTOM_3 = (_CUSTOM_3_INT, _CUSTOM_3_VALUE)

CUSTOM_4 

CUSTOM_4 = (_CUSTOM_4_INT, _CUSTOM_4_VALUE)

CUSTOM_5 

CUSTOM_5 = (_CUSTOM_5_INT, _CUSTOM_5_VALUE)

CUSTOM_6 

CUSTOM_6 = (_CUSTOM_6_INT, _CUSTOM_6_VALUE)

CUSTOM_7 

CUSTOM_7 = (_CUSTOM_7_INT, _CUSTOM_7_VALUE)

CUSTOM_8 

CUSTOM_8 = (_CUSTOM_8_INT, _CUSTOM_8_VALUE)

CUSTOM_9 

CUSTOM_9 = (_CUSTOM_9_INT, _CUSTOM_9_VALUE)

GITHUB 

GITHUB = (_GITHUB_INT, _GITHUB_VALUE)

GITLAB 

GITLAB = (_GITLAB_INT, _GITLAB_VALUE)

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.

Attributes

CHANGE 

CHANGE = ('3', 'Change')

INCIDENT 

INCIDENT = ('2', 'Incident')

ISSUE 

ISSUE = ('5', 'Issue')

MERGE_REQUEST 

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

PROBLEM 

PROBLEM = ('4', 'Problem')

PROJECT_TASK 

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

REQUEST 

REQUEST = ('1', 'Request')

Ticket Urgency

Bases: IntegerChoices

Attributes

HIGH 

HIGH = ('4', 'High')

LOW 

LOW = ('2', 'Low')

MEDIUM 

MEDIUM = ('3', 'Medium')

VERY_HIGH 

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

VERY_LOW 

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

Ticket Impact

Bases: IntegerChoices

Attributes

HIGH 

HIGH = ('4', 'High')

LOW 

LOW = ('2', 'Low')

MEDIUM 

MEDIUM = ('3', 'Medium')

VERY_HIGH 

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

VERY_LOW 

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

Ticket Priority

Bases: IntegerChoices

Attributes

HIGH 

HIGH = (_HIGH_INT, _HIGH_VALUE)

LOW 

LOW = (_LOW_INT, _LOW_VALUE)

MAJOR 

MAJOR = (_MAJOR_INT, _MAJOR_VALUE)

MEDIUM 

MEDIUM = (_MEDIUM_INT, _MEDIUM_VALUE)

VERY_HIGH 

VERY_HIGH = (_VERY_HIGH_INT, _VERY_HIGH_VALUE)

VERY_LOW 

VERY_LOW = (_VERY_LOW_INT, _VERY_LOW_VALUE)

Ticket Object Model Abstract class

Bases: SlashCommands, TenancyObject, TicketCommonFields

Attributes

assigned_teams 

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

assigned_users 

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

category 

category = ForeignKey(TicketCategory, blank=True, help_text='Category for this ticket', null=True, on_delete=SET_NULL, verbose_name='Category')

comments 

comments

common_fields 

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

common_git_fields 

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

common_itsm_fields 

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

date_closed 

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

description 

description = TextField(blank=False, help_text='Ticket Description', null=False, verbose_name='Description')

duration_ticket 

duration_ticket: str

estimate 

estimate = IntegerField(blank=False, default=0, help_text='Time Eastimated to complete this ticket in seconds', null=False, verbose_name='Estimation')

external_ref 

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

external_system 

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

fields_git_issue 

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

fields_git_merge_request 

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

fields_itsm_change 

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

fields_itsm_incident 

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

fields_itsm_problem 

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

fields_itsm_request 

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

fields_project_task 

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

impact 

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

impact_badge 

impact_badge

is_deleted 

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

is_global 

is_global = None

linked_items 

linked_items: list(dict())

Fetch items linked to ticket

Returns:

Type Description
list(dict())

List of dict (list): List of dictionary with fields: id, name, type and url.
list(dict())

Empty List (list): No items were found

milestone 

milestone = ForeignKey(ProjectMilestone, blank=True, help_text='Assign to a milestone', null=True, on_delete=SET_NULL, verbose_name='Project Milestone')

model_notes 

model_notes = None

opened_by 

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

page_layout 

page_layout: list = []

parent_ticket 

parent_ticket = ForeignKey('self', blank=True, default=None, help_text='Parent of this ticket', null=True, on_delete=SET_NULL, verbose_name='Parent Ticket')

planned_finish_date 

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

planned_start_date 

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

priority 

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

priority_badge 

priority_badge

project 

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

real_finish_date 

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

real_start_date 

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

related_tickets 

related_tickets: list(dict())

save_model_history 

save_model_history: bool = False

status 

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

status_badge 

status_badge

subscribed_teams 

subscribed_teams = 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)')

subscribed_users 

subscribed_users = ManyToManyField(AUTH_USER_MODEL, 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)')

table_fields 

table_fields: list = ['id', 'title', 'status_badge', 'priority_badge', 'impact_badge', 'urgency_badge', 'opened_by', 'organization', 'created']

tech_fields 

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

ticket_type 

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

title 

title = CharField(blank=False, help_text='Title of the Ticket', max_length=100, unique=True, verbose_name='Title')

urgency 

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

urgency_badge 

urgency_badge

Classes

Meta

Attributes
ordering 
ordering = ['id']
permissions 
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 
unique_together = ('external_system', 'external_ref')
verbose_name 
verbose_name = 'Ticket'
verbose_name_plural 
verbose_name_plural = 'Tickets'

Functions

__str__ 

__str__()

action_comment_ticket_teams 

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

action_comment_ticket_users 

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

assigned_status_update 

assigned_status_update(instance) -> None

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.

circular_dependency_check 

circular_dependency_check(ticket, parent, depth: int = 0) -> bool

Confirm the parent ticket does not create circular dependencies

A recursive check from ticket to depth. If a dependency is found. False will be returned

Parameters:

Name Type Description Default
ticket Ticket

The initial ticket to check against

 required
parent Ticket

The parent ticket to check,

required
depth int

How deep the recursive check should go. Defaults to 0.

 0

Returns:

Name Type Description
True bool

No circular dependency found
False bool

Circular dependency was found

get_url 

get_url(request=None) -> str

get_url_kwargs_notes 

get_url_kwargs_notes()

save 

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

ticketassigned 

ticketassigned(instance) -> bool

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

validation_ticket_type 

validation_ticket_type(field)

validation_title 

validation_title(field)

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

Contribution:

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