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Tickets Experience

Overview

The Uslimato Experience redesigns the Tickets module without touching the classic UI. Toggling Experience mode (via the switch in the avatar menu, or the sparkle icon in the top bar) flips /tickets to a new layout that surfaces metrics, search, filters, and views in a single screen.

The classic UI is unchanged and continues to work for users who prefer it.

Layout

The Experience tickets page is composed of:

  1. Header — page title and a primary "New ticket" button (only visible if the active tenant is ITSM-licensed and the user has tickets:create or tickets:manage).
  2. KPI strip — compact tiles for Open, In progress, Resolved, and Total. Counts are derived from the loaded list.
  3. Toolbar — full-text search input (debounced 280 ms, hits the backend ?q= parameter), saved-views menu, and the Table | Board view switcher.
  4. Pill filters — status and priority pills with live counts. Click "All" to clear a facet.
  5. Body — Table or Board depending on the view switcher. The board groups tickets by status; dragging a card to another column transitions the ticket status with optimistic UI and rollback on failure.

Search

The search input maps to the canonical ?q= parameter (the legacy ?search= alias still works for backward compatibility). It searches ticket number, subject, and description. Results are limited to non-draft tickets unless the caller has tickets:manage and explicitly opts in via ?drafts=true.

Drafts

Drafts are a staging concept: a ticket saved as draft skips the workflow assignment, SLA initialisation, auto-assign, automation rules, and notifications. It receives a real ticket number, but is filtered out of every list and search query by default.

Drafts older than 30 days are automatically deleted by automatic background checks.

A draft becomes a live ticket by re-saving from the create modal in non-draft mode (the future detail-shell will offer a one-click "Promote to ticket" action).

Ticket types

The Experience UI exposes the three ITIL primary types:

TypeToneUse it for
IncidentDanger (red)Something broke or stopped working.
Service RequestInfo (blue)A standard request — equipment, access, information.
ChangeWarning (orange)A planned modification to a service or asset.

The Change type was added as a third ticket type alongside incident and service request.

Saved Views

The toolbar's Saved Views menu persists the search query, status, priority, and view (Table or Board) per user, with an optional default view. The menu works the same way as on the Asset list.

License gating

The Tickets module is an add-on. When the active tenant has no active ITSM addon license:

  • The list page renders a license-required card and skips the data fetch.
  • The create menu hides the Ticket entry.
  • The Command Palette hides the Tickets navigation entry.
  • The Asset detail page hides the Tickets tab.
  • Global Search still runs (assets + users) but skips the tickets call entirely.

The license status is automatically checked when loading user information.

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