Hi-level description and definitions:

Mission

We are working on simple helpdesk system for own education purposes.

The product must be:

• Easy to use
• Simple in the architecture and code
• Well documented and easy to read (included codestyle and comments)

Site structure

Login page Require to enter something (let's start from e-mail and password) and has a link to submit a ticket without authorization page

Registration page If we do not have e-mail in DB - we just create a new user with new ID If we have such user registered automatically - we create a new one, move all tickets created before to new account, block the old accound (make it inactive) If we have manually registered user - display this fact and propose to use forgot password

Main page for authorized user contains:

• List of submitted tickets
• List of assigned tickets (for Agents)
• List of tickets in Responsibility Area (for Agents)

Ticket page for authorized user contains:

• All the fields of ticket in human-readable format
• Comment/message form
• For whom can change something - control elements

User page for Agents contains another user info - name, bio, all created tickets (with filters)

Admin page - dashboards, banhammer, etc.

Submit ticket page provides a form to send a ticket with or withour authorization. Contains fields:

• Contact type (for unauthorized users) (dropdown list) - starting from e-mail, later will be able to add telegram
• Contact info (for unauthorized users) (e-mail)
  • If contact exists in database - we create a new ticket for this user
  • If contact does not exists - we create a new account with no password, send an access link to provided contact and keep it alive

Roles:

Administrator is a superuser in our system, able to do anything. Also Administrator is an Agent and a User Agent is a person/account, who intend to solve problems and document it. Also Agent is a User User is a general term to describe any account. User can be created manually or automatically. By default user has a lowest access level

Ticket is an item of work, it has:

• Unique ID (number)
• Area (from the custom list, has default value)
• Subject (text field, limited)
• Description (text field, unlimited)
• Priority (0 - 5, number, 0 is critical, 5 is backlog)
• Created by (link to user account)
• Recieved via (one of list, may be extended later)
  • web
  • e-mail
  • Telegram bot
• Assigned to (link to one or more Agents)
• Status (one of the list, may be extended later)
  • New
  • In progress
  • Pending
  • Waiting for user's response
  • Resolved
  • Closed
• Comments (array of messages)
  • Message contains:
    • Ticket ID
    • Sender (User or system)
    • Subject
    • Text (html?)
    • Attachments (files, images)
• Archived (binary flag)

User is an account, it has:

• Unique ID
• Creation type (registration or auto)
• Active? (binary)
• Visible name
• Bio (description)? including custom information like occupation, department, etc.
• Roles (user, agent, admin)
• Responsibility area (none or any of Area values in the Ticket)
• Assigned tickets (none for users, any number of tickets ids for agents)
• Password
• Access tokens for automatically generated users

Project links:

Documentation Tasks