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Tickets

The ticketing system within Centurion ERP is common to all ticket types. The differences are primarily fields and the value of fields.

Features

  • Commenting

  • Linked Items to ticket

  • Markdown support within the ticket description and comment(s)

  • Milestone

  • Parent / Child Tickets

  • Project

  • Related Tickets

  • Slash commands

  • Ticket Types:

    • Changes

    • Incidents

    • Problems

    • Service Request or Request for short

    • Project Task

Ticket Status'

Tickets have status' which are a simple way of denoting the stage a ticket is at. The common status' available are:

  • Draft

    A ticket with a draft status denotes the ticket has not been submitted and that the ticket raiser is still working on the ticket.

  • New

    A ticket with a new status denotes the ticket is submitted and ready for triage.

  • Assigned

    A ticket with an assigned status is being worked on. The assigned field will also have the person/team who is assigned to work on the ticket.

  • Assigned (planning)

    A ticket with an assigned-planning status is a ticket that has been scheduled to work on. like the assigned status, the tickets assigned field will contain the person / team whom is working on the ticket.

  • Pending

    A ticket with a pending status means that the ticket is on hold for some reason.

  • Solved

    A ticket with the solved status means that all work has been completed on the ticket.

  • Invalid

    A ticket with a status of invalid, means that the ticket was raised in error.

  • Closed

    A ticket with a closed status means that no more changes can be made to the ticket as it has been solved with all work complete.

Some of the status' above auto-magic change when a field changes on a ticket or some other action related to a ticket. for example:

  • Assigning a ticket to a person/team will set the ticket status to Assigned

  • Posting a solution comment will set the ticket status to solved. This is on the proviso that the ticket is solvable.

Solving a ticket

Solving a ticket is not as simple as setting the status of the ticket to Solved. There is validation to ensure that you cant solve a ticket that is considered incomplete. An incomplete ticket is so if it meets any of the following criteria:

  • Any comment is not in a closed state

When all of the incomplete criteria is complete, you can set the ticket to Solved or post a solution comment.

Commenting

Ticket comments support markdown as well as slash commands. Comments are broken down into different types, they are:

  • Standard

    A typical comment that has the ability to track time spent, have a category assigned as well as a source for the comment.

  • ~~Notification Change, Incident, Problem, Project Tasks and Request tickets.~~ awaiting github-564

  • Solution

    A solution comment has all of the features a standard comment has. In addition, leaving this type of comment will mark the ticket as solved as long as it meets the criteria.

  • ~~Task Change, Incident, Problem, Project Tasks and Request tickets.~~ awaiting github-564

Slash Commands

Slash commands are a quick action that is specified after a slash command. As the name implies, the command starts with a slash /. The following slash commands are available:

  • Linked Item /link i.e. to link device 22 (id/number in device details page url ) the command would be /link $device-22. to see the available model references / model tag, please see the markdown docs.

    Enables you to link different objects from Centurion ERP to a ticket. Once an object has been linked to ticket you will see the ticket within the objects details page under the ticket tab.

  • Related /blocked_by, /blocks and /relate i.e. to mark ticket 22 as related, use /relate #22

  • Time Spent /spend, /spent i.e. to record 3 hours and 5 mins of time spent, use /spend 3h5m

When using slash commands, there is only to be one slash command per line. All slash commands support reference stacking (more than one reference) as long as they are separated by a space. i.e. /<command> $<model>-<pk> $<model>-<pk> $<model>-<pk>

Time Spent

The command keyword is spend and you can also use spent. The formatting for the time after the command, is <digit> then either h, m, s for hours, minutes and seconds respectively.

Valid commands are as follows:

  • /spend 1h1ms

  • /spend 1h 1m 1s

For this command to process the following conditions must be met:

  • There is a <new line> (\n) char immediatly before the slash /

  • There is a <space> char after the command keyword, i.e. /spend<space>1h

  • Optional <space> char between the time blocks.

Linked Items

Link an item to the current ticket. Supports all ticket relations: blocked by, blocks and related. The command keyword is link along with the model reference, i.e. $<type>-<number>.

Valid commands are as follows:

  • /link $device-1

  • /link $cluster-55

You can also stack model references. i.e. /link $device-1 $cluster-55 $software-2254

Available model types for linking are that same as exists for model references. Please see the markdown documentation:

For this command to process the following conditions must be met:

  • There is a <new line> () char immediatly before the slash /

  • There is a <space> char after the command keyword, i.e. /link<space>$device-101

Add to the current ticket a relationship to another ticket. Supports all ticket relations: blocked by, blocks and related. The command keywords are relate, blocks and blocked_by along with the ticket reference, i.e. #<ticket-number>.

Valid commands are as follows:

  • /relate #1

  • /blocks #1

  • /blocked_by #1

You can also stack ticket references. i.e. /relate #1 #10 #500

For this command to process the following conditions must be met:

  • The slash / is the first character on the line

  • There is a <space> char after the command keyword, i.e. /relate<space>#1

Re-Opening a Ticket

To re-open a ticket is as simple as changing the status and saving. Not everyone can re-open a ticket, it depends upon the following:

  • The user who raised the ticket can re-open the ticket only when the status is SOLVED

  • A User with Triage permission can re-open a ticket when the status is SOLVED or CLOSED regardless of who raised the ticket.

About:

This page forms part of our Project Centurion ERP.

Page Metadata
Version: ToDo: place files short git commit here
Date Created: 2024-08-23
Date Edited: 2025-05-11

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