# Tinker Tickets

A feature-rich PHP-based ticketing system designed for tracking and managing data center infrastructure issues with enterprise-grade workflow management and a retro terminal aesthetic.

**Documentation**: [Wiki](https://wiki.lotusguild.org/en/Services/service-tinker-tickets)

## Design Decisions

The following features are intentionally **not planned** for this system:
- **Email Integration**: Discord webhooks are the chosen notification method
- **SLA Management**: Not required for internal infrastructure use
- **Time Tracking**: Out of scope for current requirements
- **OAuth2/External Identity Providers**: Authelia is the only approved SSO method

## Core Features

### Dashboard & Ticket Management
- **View Modes**: Toggle between Table view and Kanban card view
- **Collapsible Sidebar**: Click the arrow to collapse/expand the filter sidebar
- **Inline Ticket Preview**: Hover over ticket IDs for a quick preview popup
- **Stats Widgets**: Clickable cards for quick filtering (Open, Critical, Unassigned, Today's tickets)
- **Full-Text Search**: Search across tickets, descriptions, and metadata
- **Advanced Search**: Date ranges, priority ranges, user filters with saved filter support
- **Ticket Assignment**: Assign tickets to specific users with quick-assign from dashboard
- **Priority Tracking**: P1 (Critical) to P5 (Minimal Impact) with color-coded indicators
- **Custom Categories**: Hardware, Software, Network, Security, General
- **Ticket Types**: Maintenance, Install, Task, Upgrade, Issue, Problem
- **Export**: Export selected tickets to CSV or JSON format
- **Ticket Linking**: Reference other tickets in comments using `#123456789` format

### Ticket Visibility Levels
- **Public**: All authenticated users can view the ticket
- **Internal**: Only users in specified groups can view the ticket
- **Confidential**: Only the creator, assignee, and admins can view the ticket

### Workflow Management
- **Status Transitions**: Enforced workflow rules (Open → Pending → In Progress → Closed)
- **Workflow Designer**: Visual admin UI at `/admin/workflow` to configure transitions
- **Workflow Validation**: Server-side validation prevents invalid status changes
- **Admin Controls**: Certain transitions can require admin privileges
- **Comment Requirements**: Optional comment requirements for specific transitions

### Collaboration Features
- **Markdown Comments**: Full Markdown support with live preview, toolbar, and table rendering
- **@Mentions**: Tag users in comments with autocomplete
- **Comment Edit/Delete**: Comment owners and admins can edit or delete comments
- **Auto-linking**: URLs in comments are automatically converted to clickable links
- **File Attachments**: Upload files to tickets with drag-and-drop support
- **Ticket Dependencies**: Link tickets as blocks/blocked-by/relates-to/duplicates
- **Activity Timeline**: Complete audit trail of all ticket changes

### Ticket Templates
- **Template Management**: Admin UI at `/admin/templates` to create/edit templates
- **Quick Creation**: Pre-configured templates for common issues
- **Auto-fill**: Templates populate title, description, category, type, and priority

### Recurring Tickets
- **Scheduled Tickets**: Automatically create tickets on a schedule
- **Admin UI**: Manage at `/admin/recurring-tickets`
- **Flexible Scheduling**: Daily, weekly, or monthly recurrence
- **Cron Integration**: Run `cron/create_recurring_tickets.php` to process

### Custom Fields
- **Per-Category Fields**: Define custom fields for specific ticket categories
- **Admin UI**: Manage at `/admin/custom-fields`
- **Field Types**: Text, textarea, select, checkbox, date, number
- **Required Fields**: Mark fields as required for validation

### API Key Management
- **Admin UI**: Generate and manage API keys at `/admin/api-keys`
- **Bearer Token Auth**: Use API keys with `Authorization: Bearer YOUR_KEY` header
- **Expiration**: Optional expiration dates for keys
- **Revocation**: Revoke compromised keys instantly

### User Management & Authentication
- **SSO Integration**: Authelia authentication with LLDAP backend
- **Role-Based Access**: Admin and standard user roles
- **User Groups**: Groups displayed in settings modal, used for visibility
- **User Activity**: View per-user stats at `/admin/user-activity`
- **Session Management**: Secure PHP session handling with timeout

### Bulk Actions (Admin Only)
- **Bulk Close**: Close multiple tickets at once
- **Bulk Assign**: Assign multiple tickets to a user
- **Bulk Priority**: Change priority for multiple tickets
- **Bulk Status**: Change status for multiple tickets
- **Checkbox Click Area**: Click anywhere in the checkbox cell to toggle

### Admin Pages
Access all admin pages via the **Admin dropdown** in the dashboard header.

| Route | Description |
|-------|-------------|
| `/admin/templates` | Create and edit ticket templates |
| `/admin/workflow` | Visual workflow transition designer |
| `/admin/recurring-tickets` | Manage recurring ticket schedules |
| `/admin/custom-fields` | Define custom fields per category |
| `/admin/user-activity` | View per-user activity statistics |
| `/admin/audit-log` | Browse all audit log entries |
| `/admin/api-keys` | Generate and manage API keys |

### Notifications
- **Discord Integration**: Webhook notifications for ticket creation and updates
- **Rich Embeds**: Color-coded priority indicators and ticket links
- **Dynamic URLs**: Ticket links adapt to the server hostname

### Keyboard Shortcuts
| Shortcut | Action |
|----------|--------|
| `Ctrl/Cmd + E` | Toggle edit mode (ticket page) |
| `Ctrl/Cmd + S` | Save changes (ticket page) |
| `Ctrl/Cmd + K` | Focus search box (dashboard) |
| `ESC` | Cancel edit / close modal |
| `?` | Show keyboard shortcuts help |

### Security Features
- **CSRF Protection**: Token-based protection with constant-time comparison
- **Rate Limiting**: Session-based AND IP-based rate limiting to prevent abuse
- **Security Headers**: CSP with nonces (no unsafe-inline), X-Frame-Options, X-Content-Type-Options
- **SQL Injection Prevention**: All queries use prepared statements with parameter binding
- **XSS Protection**: HTML escaped in markdown parser, CSP headers block inline scripts
- **Audit Logging**: Complete audit trail of all actions
- **Visibility Enforcement**: Access checks on ticket views, downloads, and bulk operations
- **Collision-Safe IDs**: Ticket IDs verified unique before creation

## Technical Architecture

### Backend
- **Language**: PHP 7.4+
- **Database**: MariaDB/MySQL
- **Architecture**: MVC pattern with models, views, controllers

### Frontend
- **HTML5/CSS3**: Semantic markup with retro terminal styling
- **JavaScript**: Vanilla JS with Fetch API for AJAX
- **Markdown**: Custom markdown parser with toolbar
- **Terminal UI**: Box-drawing characters, monospace fonts, CRT effects
- **Mobile Responsive**: Touch-friendly controls, responsive layouts

### Database Tables
| Table | Purpose |
|-------|---------|
| `tickets` | Core ticket data with visibility |
| `ticket_comments` | Markdown-supported comments |
| `ticket_attachments` | File attachment metadata |
| `ticket_dependencies` | Ticket relationships |
| `users` | User accounts with groups |
| `user_preferences` | User settings |
| `audit_log` | Complete audit trail |
| `status_transitions` | Workflow configuration |
| `ticket_templates` | Reusable templates |
| `recurring_tickets` | Scheduled tickets |
| `custom_field_definitions` | Custom field schemas |
| `custom_field_values` | Custom field data |
| `saved_filters` | Saved filter combinations |
| `api_keys` | API key storage |

### API Endpoints
| Endpoint | Method | Description |
|----------|--------|-------------|
| `/api/update_ticket.php` | POST | Update ticket with workflow validation |
| `/api/assign_ticket.php` | POST | Assign ticket to user |
| `/api/add_comment.php` | POST | Add comment to ticket |
| `/api/get_template.php` | GET | Fetch ticket template |
| `/api/get_users.php` | GET | Get user list for assignments |
| `/api/bulk_operation.php` | POST | Perform bulk operations |
| `/api/ticket_dependencies.php` | GET/POST/DELETE | Manage dependencies |
| `/api/upload_attachment.php` | GET/POST | List or upload attachments |
| `/api/export_tickets.php` | GET | Export tickets to CSV/JSON |
| `/api/generate_api_key.php` | POST | Generate API key (admin) |
| `/api/revoke_api_key.php` | POST | Revoke API key (admin) |

## Setup & Configuration

### 1. Environment Configuration

Copy the example file and edit with your values:
```bash
cp .env.example .env
nano .env
```

Required environment variables:
```env
DB_HOST=10.10.10.50
DB_USER=tinkertickets
DB_PASS=your_password
DB_NAME=ticketing_system
DISCORD_WEBHOOK_URL=https://discord.com/api/webhooks/...
TIMEZONE=America/New_York
```

### 2. Cron Jobs

Add to crontab for recurring tickets:
```bash
# Run every hour to create scheduled recurring tickets
0 * * * * php /var/www/html/tinkertickets/cron/create_recurring_tickets.php
```

### 3. File Uploads

Ensure the `uploads/` directory exists and is writable:
```bash
mkdir -p /var/www/html/tinkertickets/uploads
chown www-data:www-data /var/www/html/tinkertickets/uploads
chmod 755 /var/www/html/tinkertickets/uploads
```

### 4. Authelia Integration

Tinker Tickets uses Authelia for SSO. User information is passed via headers:
- `Remote-User`: Username
- `Remote-Name`: Display name
- `Remote-Email`: Email address
- `Remote-Groups`: User groups (comma-separated)

Admin users must be in the `admin` group in LLDAP.

## Project Structure

```
tinker_tickets/
├── api/                    # API endpoints
├── assets/                 # Static assets (CSS, JS)
├── config/                 # Configuration
├── controllers/            # MVC Controllers
├── cron/                   # Scheduled task scripts
├── helpers/                # Utility classes
├── middleware/             # Request middleware
├── models/                 # Data models
├── scripts/                # Maintenance scripts
├── uploads/                # File upload storage
├── views/                  # View templates
│   └── admin/              # Admin panel views
├── index.php               # Main router
└── .env                    # Environment configuration
```

## Workflow States

### Default Workflow
```
Open → Pending → In Progress → Closed
         ↑           ↑
         └───────────┘
```

All states can transition to Closed (with comment).
Closed tickets can be reopened to Open or In Progress.

## License

Internal use only - LotusGuild Infrastructure