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Creating a Ticket

Opening the modal

There are five entry points:

  1. /tickets page → primary "New ticket" button in the header.
  2. Create menu (top bar) → "Ticket" entry. Navigates to /tickets?create=1, which the page interprets as an instruction to auto-open the modal.
  3. Command Palette (⌘K) → search "ticket" → select an entry that links to /tickets?create=1.
  4. Asset detail page → "Report a problem" button (uses the existing report-a-problem dialog, not the new modal).
  5. Deep link — any URL of the form /tickets?create=1 opens the modal directly.

When the modal closes, the ?create=1 query param is removed so a refresh does not re-open it.

Step 1 — Type

Pick one of:

  • Incident — something is broken or not working.
  • Service Request — a standard request (new equipment, access, information).
  • Change — a planned modification to infrastructure or services.

Selecting a type advances to step 2. The header title updates to reflect the chosen type.

Step 2 — Details

The detail step exposes the following fields:

Subject (required)

A short summary, max 500 characters. Empty or whitespace-only submissions are rejected with an inline error.

Description (optional)

A multi-line plain-text textarea, max 10 000 characters. The hint reads "Markdown supported when displayed" — the textarea itself does not preview, but the detail view renders the saved description with Markdown formatting.

Priority

A pill selector with Low / Medium / High / Critical. Defaults to Medium.

Affected asset

If the modal is opened from an asset detail page, the asset is pre-filled as a read-only chip showing the asset tag. A "remove" link clears the link.

Queue

A dropdown listing all configured queues for the tenant, plus an Auto option (default) which skips queue-based auto-assign. Selecting a queue with automatic assignment enabled triggers a round-robin assignment to a member of the subscribed teams (weighted by availability). If no agent is available, the ticket is created unassigned and a warning is logged.

Reporter (on behalf of)

Only visible to users with tickets:manage (or admins). A type-ahead user search field that lets a Help-Desk agent record a ticket "on behalf of" another user. Without permission the field is hidden and the reporter is always the authenticated user.

Attachments

A drag-and-drop dropzone (also accepts click-to-upload). Files are collected client-side; the actual upload happens after the ticket creation succeeds. If any attachment fails:

  • The ticket is preserved.
  • A non-blocking warning is shown.
  • The user can retry uploads from the attachments tab.

Submit

Two buttons:

  • Create ticket — runs the full pipeline: workflow assignment, SLA initialisation, auto-assign, automation rules, and notifications.
  • Save as draft — skips the side-effects above. The ticket is still recorded in the audit log.

On error:

  • Missing license → inline notice ("An active ITSM license is required to create tickets").
  • Validation error → field-level error rendered next to the offending input.
  • Server error → generic error.

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