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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

  • Milestone

  • Project

  • Related Tickets

  • Slash commands

  • Ticket Types:

    • Changes

    • Incidents

    • Problems

    • Request

    • Project Task

Commenting

Comment types are:

  • Standard All Ticket types

  • Notification Change, Incident, Problem, Project Tasks and Request tickets.

  • Solution Change, Incident, Problem, Project Tasks and Request tickets.

  • Task Change, Incident, Problem, Project Tasks and Request tickets.

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

  • Related /blocked_by, /blocks and /relate

  • Time Spent /spend, /spent

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 either a <new line> (\n) or a <space> 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

Available model types for linking are as follows:

  • cluster

  • config_group

  • device

  • operating_system

  • service

  • software

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

  • There is either a <new line> (\n) or a <space> 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

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

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

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

Ticket Types

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.

Ticket Comments

Within Centurion ERP the ticket comment model is common to all comment types. As with tickets the differences are the available fields, which depend upon comment type and permissions.

Comment types are as follows:

  • Action

  • Comment

  • Solution

  • Notification

Action

An action comment is for the tracking of what has occured to the ticket.

Comment

This is the default comment type and is what would be normally used.

Solution

This type of comment is an ITSM comment and is used as the means for solving the ticket.

Notification

This type of comment is intended to be used to send a notification to subscribed users.

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: 2024-09-21

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