Ticket
A request for help from a Person, owned by the team until it is solved. The conversation is Messages about it; internal notes are Notes about it.
| Pack | Support |
| Version | v1 (latest) |
| URN | urn:postware:support:ticket |
| Identity | identifiers |
| Status categories | new, open, pending, on_hold, solved, closed |
Fields
| Field | Type | Req | Notes |
|---|---|---|---|
subject | string | yes | |
description | text | no | the request as written; importers copy the first inbound message when the source has no description |
requester | Ref<Person> | yes | often the product's own end user |
organization | Ref<Organization> | no | |
assignee | Ref<Member> | no | |
team | Ref<Team> | no | |
status | Status(new| | yes | default map[category:new] |
priority | enum(urgent| | no | |
channel | enum(email| | no | |
due_at | datetime | no | |
resolved_at | datetime | no | first time status became solved or closed |
about | Ref<any>[] | no |
Events
ticket.solved when status.category becomes solved; ticket.closed when status.category becomes closed.
Extensions
| Extension | Type | Notes |
|---|---|---|
ext.support.cc | object | People copied on the whole ticket rather than on single messages: { participants: [ Participant ] }. |
ext.support.first_responded_at | datetime | When the team first replied to the requester; the start of SLA reporting. |
ext.support.kind | string | The ticket type in the source's vocabulary: question, incident, problem, task, feedback, or a workspace's own. |
ext.support.parent | string | The id of the parent Ticket (a problem this incident belongs to, a tracker, a follow-up source). |
ext.support.satisfaction | object | The requester's rating after resolution: { rating (int, 1 to 5), comment }. |