Responsible, watchers, order link

#394

Every ticket has a set of «social» attributes: the responsible person — who drives the ticket toward closure; watchers — who receive all notifications without being obliged to reply; the linked order — what the ticket refers to. All three can be changed as work progresses.

Responsible

A single user explicitly «pinned» to the ticket on the support side. The ticket header shows a large ⚑ icon and the number. If the responsible is you, the icon is green.

  • Only support staff can assign the responsible.
  • The assignee receives a ticket.assigned notification through their channels.
  • A system message «Responsible assigned: user #X» appears in the thread.
  • The responsible can be reassigned — the old record stays in history; a new one is posted to the thread.

Watchers

Several users who «follow» the ticket — they receive all notifications but are not obliged to reply. The header shows small 👁 icons with the numbers.

  • A support staff member can add a watcher.
  • The added person receives a ticket.watcher.added notification.
  • In the thread — a system message «Watcher added: user #X».
  • A watcher can be removed — they stop receiving notifications (it does not affect those already delivered).

By default, the ticket author and the responsible become subscribers automatically. Watchers are extra subscribers on top.

Order link

The linked_order_id field — which order this ticket is about. If the ticket is created from an order or a part in newgo, the field is set automatically. From the main page — you can set it manually at creation or change it later.

  • The author, the responsible and a support staff member can change the link.
  • On change, the ticket.order.linked event is published (the default delivery for this event is off — it is enabled in the gear).
  • In the ticket header the linked order is shown as the number and the public code.

Part link

If the ticket is created from a part in newgo, the part numbers (part_ids) are additionally saved. They are shown in the header below the order number: «Parts: #1, #2, #3». This lets support open the right part in the project, looking at the SVG sketch and the JSON dump that are automatically attached to the first message.

Parent ticket

The ticket has an optional «parent ticket» field (parent_ticket_id). It is used when a new ticket is a clarification or continuation of an old one. The parent is shown in the header as a link to the predecessor.

  • A support staff member can change the parent — and the author too, if the parent is accessible to them.
  • Event — ticket.parent.changed; the default delivery is off.

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