584 lines
19 KiB
Markdown
584 lines
19 KiB
Markdown
# TicketingSystem
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Internal ticketing system with CTI-based routing, severity levels, role-based access, and automation integration.
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## Features
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- **CTI routing** — tickets categorised by Category → Type → Item, reroutable at any time
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- **Severity 1–5** — SEV 1 (critical) through SEV 5 (minimal); dashboard sorts by severity
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- **Status lifecycle** — Open → In Progress → Resolved → Closed; resolved tickets auto-close after 14 days
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- **Full-text search** — Postgres-native tsvector search across tickets and comments
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- **Saved views** — per-user filter presets on the tickets list
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- **Pagination + bulk actions** — page through large result sets and reassign / close / reprioritise in batches
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- **Attachments** — upload files on tickets and comments (25 MB each, local disk)
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- **Notifications** — in-app bell + optional SMTP email on assignment, @mention, and resolution
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- **Outgoing webhooks** — HMAC-signed POSTs on ticket/comment events, with per-endpoint secret and retries
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- **@mentions** — autocomplete in comments; triggers notifications and deep-links to the mentioned user's queue
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- **Analytics dashboard** — open-by-severity, aging tickets, resolution time, queue load
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- **CSV export** — stream any filtered ticket view to CSV
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- **Command palette + keyboard shortcuts** — ⌘K palette, `j/k` navigation, `g d/t/m/n/s` leaders, `?` help
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- **PWA** — installable on mobile, offline app shell
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- **Comments** — GitHub/Gitea-style threads with markdown, draft autosave, Ctrl+Enter submit
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- **Roles** — Admin, Agent, User, Service (API key auth for automation)
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- **Audit log** — every action tracked with actor, timestamp, and expandable detail
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- **Admin panel** — manage users, CTI hierarchy, and webhooks via UI
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- **n8n ready** — service accounts authenticate via `X-Api-Key` header
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---
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## Roles
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| Role | Access |
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| ----------- | ---------------------------------------------------------------------------- |
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| **Admin** | Full access — manage users, CTI config, webhooks, close and delete tickets |
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| **Agent** | Manage tickets — create, update, assign, comment, change status (not Closed) |
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| **User** | Basic access — view tickets and add comments only |
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| **Service** | Automation account — authenticates via API key, no password login |
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> Only **Admins** can manually set a ticket status to **Closed**.
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---
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## Production Deployment
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### Prerequisites
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- Docker + Docker Compose
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- Nginx Proxy Manager pointed at the host port (default `3080`)
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- Access to your Gitea container registry
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### 1. Copy files to your server
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```bash
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scp docker-compose.yml .env.example user@your-server:~/ticketing/
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```
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### 2. Configure environment
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```bash
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cd ~/ticketing
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cp .env.example .env
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```
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Edit `.env`:
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```env
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REGISTRY=gitea.thewrightserver.net
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TAG=latest
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POSTGRES_PASSWORD=<strong password>
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JWT_SECRET=<output of: openssl rand -hex 64>
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CLIENT_URL=http://tickets.thewrightserver.net
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PORT=3080
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# Optional — email notifications
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SMTP_HOST=smtp.example.com
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SMTP_PORT=587
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SMTP_USER=apikey
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SMTP_PASS=<smtp password>
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SMTP_FROM=tickets@thewrightserver.net
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SMTP_SECURE=false
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```
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Point NPM at `http://<host-ip>:3080` for the proxy host.
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### 3. Deploy
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```bash
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docker compose pull
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docker compose up -d
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```
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The server exposes an unauthenticated `GET /healthz` that returns `{"status":"ok"}` and is polled by the compose healthcheck.
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### 4. Seed (first deploy only)
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```bash
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docker compose exec server npm run db:seed
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```
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This creates:
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- `admin` user (password: `admin123`) — **change this immediately**
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- `goddard` service account — API key is printed to the console; copy it now
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### Upgrading from v0.9
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v1.0 is drop-in for existing deployments — the schema changes are all additive (new tables for attachments, webhooks, notifications, saved views; new columns for notification prefs and search vectors). No data migration is required.
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```bash
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docker compose pull
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docker compose up -d
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```
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`npm run start:prod` runs `prisma db push` on boot, which applies the new tables and the search-index migration automatically. Set the new `SMTP_*` env vars if you want email notifications — otherwise they're silently skipped.
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---
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## Development
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### Requirements
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- Node.js 22+
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- PostgreSQL (local or via Docker)
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### Start Postgres
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```bash
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docker run -d \
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--name ticketing-pg \
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-e POSTGRES_DB=ticketing \
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-e POSTGRES_USER=postgres \
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-e POSTGRES_PASSWORD=postgres \
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-p 5432:5432 \
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postgres:16-alpine
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```
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### Server
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```bash
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cd server
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cp .env.example .env # set DATABASE_URL and JWT_SECRET
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npm install
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npm run db:push # creates tables + search indexes
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npm run db:seed # seeds admin + Goddard + sample CTI
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npm run dev # http://localhost:3000
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npm test # vitest (service layer)
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npm run typecheck
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```
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### Client
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```bash
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cd client
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npm install
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npm run dev # http://localhost:5173 (proxies /api to :3000)
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npm test # vitest + testing-library
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npm run typecheck
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```
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CI runs typecheck + tests on both packages before building Docker images.
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---
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## API Reference
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All endpoints (except `/api/auth/*` and `/healthz`) require authentication via one of:
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- **JWT**: `Authorization: Bearer <token>` (obtained from `POST /api/auth/login`)
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- **API Key**: `X-Api-Key: sk_<key>` (Service accounts only)
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Base URL: `https://tickets.thewrightserver.net/api`
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`POST /api/auth/login` is rate-limited to 10 attempts per 15 minutes per IP.
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---
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### Authentication
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#### `POST /api/auth/login`
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Authenticate and receive a JWT.
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**Body:**
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```json
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{ "username": "string", "password": "string" }
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```
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**Response:**
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```json
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{
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"token": "eyJ...",
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"user": {
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"id": "...",
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"username": "admin",
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"displayName": "Admin",
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"email": "...",
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"role": "ADMIN"
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}
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}
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```
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#### `GET /api/auth/me`
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Returns the currently authenticated user.
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---
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### Tickets
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#### `GET /api/tickets`
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List tickets, sorted by severity (ASC) then created date (DESC).
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**Query parameters:**
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| Parameter | Type | Description |
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| ------------ | ------ | --------------------------------------------------------------------- |
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| `status` | string | Filter by status: `OPEN`, `IN_PROGRESS`, `RESOLVED`, `CLOSED` |
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| `severity` | number | Filter by severity: `1`–`5` |
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| `categoryId` | string | Filter by category (queue) |
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| `assigneeId` | string | Filter by assignee user ID |
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| `createdById`| string | Filter by author |
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| `search` | string | Full-text search (tsvector) on title, overview, and display ID |
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| `page` | number | Page number, 1-indexed. When omitted the endpoint returns a bare array (v0.9 shape) |
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| `pageSize` | number | Page size (default 25, max 100) |
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**Response (paginated):**
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```json
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{
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"data": [ /* tickets */ ],
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"total": 134,
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"page": 1,
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"pageSize": 25
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}
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```
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**Response (unpaginated — `page` omitted):** Array of ticket objects with nested `category`, `type`, `item`, `assignee`, `createdBy`, and `_count.comments`. This preserves compatibility with v0.9 clients and the Goddard integration.
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---
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#### `GET /api/tickets/:id`
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Fetch a single ticket by internal ID or display ID (e.g. `V325813929`). Includes full `comments` array.
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---
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#### `POST /api/tickets`
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Create a new ticket. Requires **Agent**, **Admin**, or **Service** role.
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**Body:**
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```json
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{
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"title": "string",
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"overview": "string (markdown)",
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"severity": 1,
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"categoryId": "string",
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"typeId": "string",
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"itemId": "string",
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"assigneeId": "string (optional)"
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}
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```
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**Response:** Created ticket object (201).
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---
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#### `PATCH /api/tickets/:id`
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Update a ticket. Accepts any combination of fields. Requires **Agent**, **Admin**, or **Service** role.
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> Setting `status` to `CLOSED` requires **Admin** role.
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All changes are recorded in the audit log automatically.
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---
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#### `DELETE /api/tickets/:id`
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Delete a ticket and all associated comments, audit logs, and attachments. **Admin only.**
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---
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#### `POST /api/tickets/bulk`
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Apply an action to many tickets at once. **Agent** or **Admin**.
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```json
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{ "ids": ["..."], "action": "reassign" | "close" | "setSeverity", "value": "..." }
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```
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---
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#### `GET /api/export/tickets.csv`
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Stream the matching tickets (same filter params as `GET /api/tickets`) as CSV.
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---
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### Search
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#### `GET /api/search?q=<query>&limit=10`
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Cross-resource search over tickets and comments using Postgres `plainto_tsquery` with rank ordering.
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**Response:**
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```json
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{
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"tickets": [ /* ticket summaries */ ],
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"comments": [ /* comment snippets with ticket context */ ]
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}
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```
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---
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### Analytics
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#### `GET /api/analytics/summary?window=30`
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Returns aggregates for the given window (days — 14 / 30 / 90):
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```json
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{
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"openBySeverity": { "1": 2, "2": 5, "3": 14, "4": 8, "5": 3 },
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"aging": { "over7d": 6, "over14d": 2 },
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"queueLoad": [ { "categoryId": "...", "name": "TheWrightServer", "open": 12 } ],
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"medianResolutionHours": 9.4
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}
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```
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---
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### Saved Views
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Per-user filter presets.
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| Method | Endpoint | Description |
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| -------- | ------------------------- | ------------------------ |
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| `GET` | `/api/saved-views` | List the caller's views |
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| `POST` | `/api/saved-views` | Create — `{ name, filters }` |
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| `PATCH` | `/api/saved-views/:id` | Rename / edit filters |
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| `DELETE` | `/api/saved-views/:id` | Delete |
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---
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### Notifications
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| Method | Endpoint | Description |
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| -------- | ------------------------------- | ---------------------------------------- |
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| `GET` | `/api/notifications` | Caller's notifications, newest first |
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| `POST` | `/api/notifications/read` | Mark specific or all — returns `{ updated }` |
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Notifications are created on assignment, @mention, and status → RESOLVED. Email delivery is attempted when SMTP is configured and the target user has email notifications enabled in `User.notificationPrefs`.
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---
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### Attachments
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| Method | Endpoint | Description |
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| -------- | ------------------------------------------ | ---------------------------------- |
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| `POST` | `/api/tickets/:id/attachments` | Upload (multipart, field `file`) |
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| `POST` | `/api/comments/:id/attachments` | Upload on a comment |
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| `GET` | `/api/attachments/:id` | Stream with original filename |
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| `DELETE` | `/api/attachments/:id` | Uploader or Admin |
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Size limit 25 MB per file. Storage path is controlled by `UPLOADS_DIR` (defaults to `./uploads` in dev, `/data/uploads` in the Docker image backed by the `uploads` volume).
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---
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### Webhooks
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Admin-only. Outgoing webhooks fire on `ticket.created`, `ticket.status_changed`, `ticket.assigned`, and `comment.created`.
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| Method | Endpoint | Description |
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| -------- | --------------------------------------- | -------------------------- |
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| `GET` | `/api/webhooks` | List |
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| `POST` | `/api/webhooks` | Create — `{ name, url, events, secret? }` |
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| `PATCH` | `/api/webhooks/:id` | Update |
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| `DELETE` | `/api/webhooks/:id` | Delete |
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| `POST` | `/api/webhooks/:id/rotate-secret` | Rotate secret |
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**Signature:** each delivery includes `X-Ticketing-Signature: sha256=<hex>`, which is the HMAC-SHA256 of the raw request body using the webhook's secret. Retries up to 3× with exponential backoff on non-2xx responses.
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---
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### Comments
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#### `POST /api/tickets/:id/comments`
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Add a comment. Markdown body. @mentions are parsed and fire notifications to matched users.
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```json
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{ "body": "string (markdown)" }
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```
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#### `DELETE /api/tickets/:id/comments/:commentId`
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Delete a comment. Authors may delete their own; Admins may delete any.
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---
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### Audit Log
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#### `GET /api/tickets/:id/audit`
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Retrieve the full audit log for a ticket, ordered newest first.
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**Action types:**
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| Action | Detail |
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| --------------------- | -------------------------------------------------------------- |
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| `CREATED` | — |
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| `STATUS_CHANGED` | e.g. `Open → In Progress` |
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| `SEVERITY_CHANGED` | e.g. `SEV 3 → SEV 1` |
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| `ASSIGNEE_CHANGED` | e.g. `Unassigned → Josh` |
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| `REROUTED` | e.g. `OldCat › OldType › OldItem → NewCat › NewType › NewItem` |
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| `TITLE_CHANGED` | New title |
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| `OVERVIEW_CHANGED` | — |
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| `COMMENT_ADDED` | Comment body |
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| `COMMENT_DELETED` | Deleted comment body |
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| `ATTACHMENT_ADDED` | Filename |
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| `ATTACHMENT_REMOVED` | Filename |
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---
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### CTI (Category / Type / Item)
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#### `GET /api/cti/categories`
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#### `GET /api/cti/types?categoryId=<id>`
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#### `GET /api/cti/items?typeId=<id>`
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Read the CTI hierarchy. Used to resolve IDs when creating/rerouting tickets.
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**Admin-only write operations:**
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| Method | Endpoint | Body |
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| -------- | ------------------------- | ---------------------------------------------- |
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| `POST` | `/api/cti/categories` | `{ "name": "string" }` |
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| `PUT` | `/api/cti/categories/:id` | `{ "name": "string" }` |
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| `DELETE` | `/api/cti/categories/:id` | — |
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| `POST` | `/api/cti/types` | `{ "name": "string", "categoryId": "string" }` |
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| `PUT` | `/api/cti/types/:id` | `{ "name": "string" }` |
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| `DELETE` | `/api/cti/types/:id` | — |
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| `POST` | `/api/cti/items` | `{ "name": "string", "typeId": "string" }` |
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| `PUT` | `/api/cti/items/:id` | `{ "name": "string" }` |
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| `DELETE` | `/api/cti/items/:id` | — |
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Deleting a category cascades to all child types and items.
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---
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### Users
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#### `GET /api/users`
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List all users (id, username, displayName, email, role). Used to populate assignee dropdowns.
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**Admin-only operations:**
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#### `POST /api/users`
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Create a user.
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```json
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{
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"username": "string",
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"email": "string",
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"displayName": "string",
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"password": "string (not required for SERVICE role)",
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"role": "ADMIN | AGENT | USER | SERVICE"
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}
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```
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Service accounts receive an auto-generated API key returned in the response. Copy it immediately — it is not shown again.
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#### `PATCH /api/users/:id`
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Update a user — including `notificationPrefs` and `regenerateApiKey`.
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#### `DELETE /api/users/:id`
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Delete a user. Cannot delete your own account.
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---
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## n8n Integration (Goddard)
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The `goddard` service account authenticates via API key — no login flow needed.
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**Create a ticket from n8n:**
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```
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POST /api/tickets
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X-Api-Key: sk_<goddard api key>
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Content-Type: application/json
|
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|
||
{
|
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"title": "[Plex] Backup - 2026-03-30T02:00:00",
|
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"overview": "Automated nightly Plex backup completed.",
|
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"severity": 5,
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"categoryId": "<TheWrightServer category ID>",
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"typeId": "<Automation type ID>",
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"itemId": "<Backup item ID>",
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"assigneeId": "<Goddard user ID>"
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}
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```
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CTI IDs can be fetched from:
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- `GET /api/cti/categories`
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- `GET /api/cti/types?categoryId=<id>`
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- `GET /api/cti/items?typeId=<id>`
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To regenerate the Goddard API key: Admin → Users → refresh icon next to Goddard.
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---
|
||
|
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## Environment Variables
|
||
|
||
| Variable | Required | Description |
|
||
| ------------------- | -------- | ---------------------------------------------------- |
|
||
| `DATABASE_URL` | Yes | PostgreSQL connection string |
|
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| `JWT_SECRET` | Yes | Secret for signing JWTs — use `openssl rand -hex 64` |
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| `CLIENT_URL` | Yes | Allowed CORS origin (your domain) |
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| `PORT` | No | Server port (default: `3000`) |
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| `UPLOADS_DIR` | No | Attachment storage path (default `/data/uploads` in Docker) |
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| `SMTP_HOST` | No | SMTP host — when set, email notifications are sent |
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| `SMTP_PORT` | No | SMTP port (default `587`) |
|
||
| `SMTP_USER` | No | SMTP username |
|
||
| `SMTP_PASS` | No | SMTP password |
|
||
| `SMTP_FROM` | No | From address (default `noreply@localhost`) |
|
||
| `SMTP_SECURE` | No | `true` for implicit TLS (port 465), else `false` |
|
||
| `REGISTRY` | Deploy | Container registry hostname |
|
||
| `POSTGRES_PASSWORD` | Deploy | Postgres password |
|
||
| `TAG` | Deploy | Image tag to deploy (default: `latest`) |
|
||
|
||
---
|
||
|
||
## Ticket Severity
|
||
|
||
| Level | Label | Meaning |
|
||
| ----- | ----- | ------------------------------------ |
|
||
| 1 | SEV 1 | Critical — immediate action required |
|
||
| 2 | SEV 2 | High — significant impact |
|
||
| 3 | SEV 3 | Medium — standard priority |
|
||
| 4 | SEV 4 | Low — minor issue |
|
||
| 5 | SEV 5 | Minimal — informational / automated |
|
||
|
||
Tickets are sorted SEV 1 → SEV 5 on the dashboard.
|
||
|
||
---
|
||
|
||
## Ticket Status Lifecycle
|
||
|
||
```
|
||
OPEN → IN_PROGRESS → RESOLVED ──(14 days)──→ CLOSED
|
||
↑
|
||
re-opens reset
|
||
the 14-day timer
|
||
```
|
||
|
||
> CLOSED status can only be set manually by an **Admin**. The auto-close job runs hourly.
|
||
|
||
---
|
||
|
||
## Keyboard Shortcuts
|
||
|
||
| Context | Keys | Action |
|
||
| -------- | --------------------------------- | ---------------------------- |
|
||
| Global | `⌘K` / `Ctrl+K` | Command palette |
|
||
| Global | `?` | Shortcuts help |
|
||
| Global | `c` | Create ticket (Agent/Admin) |
|
||
| Navigate | `g` then `d` / `t` / `m` / `n` / `s` | Dashboard / Tickets / My Tickets / Notifications / Settings |
|
||
| List | `j` / `k` | Move cursor |
|
||
| List | `Enter` | Open focused ticket |
|
||
| List | `x` | Toggle selection |
|
||
| Detail | `e` | Edit title |
|
||
| Detail | `r` | Reply (focus composer) |
|
||
| Detail | `Ctrl+Enter` / `⌘Enter` | Submit comment |
|