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TICKET

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TICKET

What is this for?

With TICKET you manage small cases, tasks, and inquiries that don't belong in a contract:

  • Repairs
  • Internal tasks
  • Support / maintenance cases
  • Reports from the team

Tickets have a status, a priority, an assignee, comments, and an audit trail.

Common tasks (day-to-day)

  • Create a ticket
  • Assign a ticket to a colleague
  • Set status (e.g., "open" → "in progress" → "done")
  • Write comments
  • Filter tickets by status

Step by step

1) Open the ticket list

1. Open Tickets in the menu (/tickets).
2. Optionally filter by status (/tickets?status=...).

2) New ticket

1. Click "New" (/tickets/new).
2. Required field: title.
3. Optional: description, status, priority, assignee.
4. Save (POST /tickets/save).

3) Edit ticket

1. Open the ticket (/tickets/{id}).
2. Click "Edit" (/tickets/{id}/edit).
3. Save changes.

4) Change status quickly

  • On the detail or list page, choose the status → POST /tickets/{id}/status.

5) Add a comment

1. Open the detail page.
2. Enter text in the comment area → save (POST /tickets/{id}/comments).
3. Delete a comment via POST /tickets/{id}/comments/{commentId}/delete.

6) Delete a ticket

  • POST /tickets/{id}/delete (soft delete).

Admin settings

Status values (/settings/admin/tickets/statuses)

Here you configure which statuses exist (e.g., OFFEN, IN_ARBEIT, WARTET, ERLEDIGT).

  • Create / rename a status → POST /settings/admin/tickets/statuses/save
  • Delete a status → POST /settings/admin/tickets/statuses/{key}/delete

Priorities (/settings/admin/tickets/priorities)

Same for priorities (e.g., low, normal, high, urgent).

  • POST /settings/admin/tickets/priorities/save
  • POST /settings/admin/tickets/priorities/{key}/delete

Mail settings (/settings/admin/tickets/mail)

If the MAIL plugin is active, you can configure:

  • whether a notification is sent on new tickets / status changes
  • to whom (assignee, creator, fixed distribution list)
  • saved with POST /settings/admin/tickets/mail/save

Common questions / problems

"I can't create tickets"

  • The ticket.tickets.create permission is missing. Enable it in the ROLLEN plugin.

"Status / priority is missing"

  • Create it in the admin area (/settings/admin/tickets/...).

"No email arrives"

  • MAIL must be active.
  • Check ticket mail settings under /settings/admin/tickets/mail.
  • Check the mail queue.

"I don't see other colleagues' tickets"

  • Check the ticket.tickets.view permission.
  • A filter may be active (e.g., "only mine").

Technical URLs (quick reference)

User area (/tickets):

  • GET /tickets — list (filter ?status=...)
  • GET /tickets/new — new ticket
  • POST /tickets/save — create / save
  • GET /tickets/{id} — detail
  • GET /tickets/{id}/edit — edit
  • POST /tickets/{id}/status — set status
  • POST /tickets/{id}/delete — delete
  • POST /tickets/{id}/comments — add comment
  • POST /tickets/{id}/comments/{commentId}/delete — delete comment

Admin (/settings/admin/tickets):

  • GET /settings/admin/tickets/statuses
  • POST /settings/admin/tickets/statuses/save
  • POST /settings/admin/tickets/statuses/{key}/delete
  • GET /settings/admin/tickets/priorities
  • POST /settings/admin/tickets/priorities/save
  • POST /settings/admin/tickets/priorities/{key}/delete
  • GET /settings/admin/tickets/mail
  • POST /settings/admin/tickets/mail/save

Permissions (quick reference)

  • ticket.tickets.view — see list/detail
  • ticket.tickets.create — create new tickets
  • ticket.tickets.edit — edit tickets / set status
  • ticket.tickets.delete — delete a ticket
  • ticket.comments.create — write comments
  • ticket.comments.delete — delete comments

Notes

  • Status changes and important changes are stored in the ticket audit. On the ticket you can see who did what and when.
  • Ticket statuses / priorities are freely definable — only create as many as needed, otherwise the list becomes confusing.