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

✨ Core Features

📊 Dashboard & Ticket Management

Smart Dashboard: Sortable columns, advanced filtering by status/priority/category/type
Full-Text Search: Search across tickets, descriptions, and metadata
Ticket Assignment: Assign tickets to specific users with "Assigned To" column
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

🔄 Workflow Management

Status Transitions: Enforced workflow rules (Open → In Progress → Resolved → Closed)
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
Activity Timeline: Complete audit trail of all ticket changes

💬 Collaboration Features

Markdown Comments: Full Markdown support with live preview
User Tracking: Tracks who created, updated, and assigned tickets
Activity Timeline: Shows all ticket events (creates, updates, assignments, comments)
Real-time Updates: AJAX-powered updates without page refreshes

🎫 Ticket Templates

Quick Creation: Pre-configured templates for common issues
Default Templates: Hardware Failure, Software Installation, Network Issue, Maintenance
Auto-fill: Templates populate title, description, category, type, and priority

👥 User Management & Authentication

SSO Integration: Authelia authentication with LLDAP backend
Role-Based Access: Admin and standard user roles
User Display Names: Support for display names and usernames
Session Management: Secure PHP session handling

⚡ 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
Operation Tracking: All bulk operations logged in audit trail

🔔 Notifications

Discord Integration: Webhook notifications for ticket creation and updates
Rich Embeds: Color-coded priority indicators and ticket links
Change Tracking: Detailed notification of what changed

🎨 User Interface

Dark Mode: Full dark mode support with proper contrast
Responsive Design: Works on desktop and mobile devices
Clean Layout: Modern, intuitive interface
Hamburger Menu: Quick access to ticket actions (priority, category, type)

🏗️ Technical Architecture

Backend

Language: PHP 7.4+
Database: MariaDB/MySQL
Architecture: MVC pattern with models, views, controllers
ORM: Custom database abstraction layer

Frontend

HTML5/CSS3: Semantic markup with modern CSS
JavaScript: Vanilla JS with Fetch API for AJAX
Markdown: marked.js for Markdown rendering
Icons: Unicode emoji icons

Database Schema

tickets: Core ticket data with user tracking
comments: Markdown-supported comments
users: User accounts synced from LLDAP
audit_log: Complete audit trail with JSON details
status_transitions: Workflow configuration
ticket_templates: Reusable ticket templates
bulk_operations: Tracking for bulk admin operations

API Endpoints

/api/update_ticket.php - Update ticket with workflow validation
/api/assign_ticket.php - Assign ticket to user
/api/add_comment.php - Add comment to ticket
/api/get_template.php - Fetch ticket template
/api/get_users.php - Get user list for assignments
/api/bulk_operation.php - Perform bulk operations (admin only)

🚀 Setup & Configuration

1. Environment Configuration

Create .env file in project root:

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/...

2. Database Setup

Run migrations in order:

# Navigate to project directory
cd /root/code/tinker_tickets

# Run each migration
mysql -h 10.10.10.50 -u tinkertickets -p ticketing_system < migrations/001_initial_schema.sql
mysql -h 10.10.10.50 -u tinkertickets -p ticketing_system < migrations/007_add_ticket_assignment.sql
mysql -h 10.10.10.50 -u tinkertickets -p ticketing_system < migrations/008_add_status_workflows.sql
mysql -h 10.10.10.50 -u tinkertickets -p ticketing_system < migrations/009_add_ticket_templates.sql
mysql -h 10.10.10.50 -u tinkertickets -p ticketing_system < migrations/010_add_bulk_operations.sql
mysql -h 10.10.10.50 -u tinkertickets -p ticketing_system < migrations/011_remove_view_tracking.sql

3. Web Server Configuration

Apache Configuration (recommended):

<VirtualHost *:80>
    ServerName t.lotusguild.org
    DocumentRoot /root/code/tinker_tickets

    <Directory /root/code/tinker_tickets>
        Options -Indexes +FollowSymLinks
        AllowOverride All
        Require all granted

        # Enable mod_rewrite for clean URLs
        RewriteEngine On
        RewriteBase /

        # Route ticket URLs
        RewriteRule ^ticket/([0-9]+)$ ticket.php?id=$1 [L,QSA]

        # Route ticket create
        RewriteRule ^ticket/create$ ticket.php?action=create [L,QSA]
    </Directory>
</VirtualHost>

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 admins group in LLDAP.

📁 Project Structure

tinker_tickets/
├── api/                    # API endpoints
│   ├── add_comment.php
│   ├── assign_ticket.php
│   ├── bulk_operation.php
│   ├── get_template.php
│   ├── get_users.php
│   └── update_ticket.php
├── assets/                 # Static assets
│   ├── css/
│   │   ├── dashboard.css
│   │   └── ticket.css
│   └── js/
│       ├── dashboard.js
│       └── ticket.js
├── config/                 # Configuration
│   └── config.php
├── controllers/            # MVC Controllers
│   ├── DashboardController.php
│   └── TicketController.php
├── models/                 # Data models
│   ├── AuditLogModel.php
│   ├── BulkOperationsModel.php
│   ├── CommentModel.php
│   ├── TemplateModel.php
│   ├── TicketModel.php
│   ├── UserModel.php
│   └── WorkflowModel.php
├── views/                  # View templates
│   ├── CreateTicketView.php
│   ├── DashboardView.php
│   └── TicketView.php
├── migrations/             # Database migrations
│   ├── 001_initial_schema.sql
│   ├── 007_add_ticket_assignment.sql
│   ├── 008_add_status_workflows.sql
│   ├── 009_add_ticket_templates.sql
│   ├── 010_add_bulk_operations.sql
│   └── 011_remove_view_tracking.sql
├── index.php              # Dashboard entry point
├── ticket.php             # Ticket view/create entry point
└── .env                   # Environment configuration

🔐 Security Features

SQL Injection Prevention: All queries use prepared statements
XSS Protection: All output is properly escaped with htmlspecialchars()
Session Security: Secure PHP session handling
Admin Validation: Server-side admin checks for privileged operations
Workflow Enforcement: Status transitions validated server-side
Audit Logging: Complete audit trail of all actions

🎯 Workflow States

Default Workflow

Open → In Progress → Resolved → Closed
  ↓         ↓          ↓
  └─────────┴──────────┘
        (can reopen)

Workflow Configuration

Status transitions are defined in the status_transitions table:

from_status: Current status
to_status: Target status
requires_comment: Whether transition requires a comment
requires_admin: Whether transition requires admin privileges
is_active: Whether transition is enabled

📝 Usage Examples

Creating a Ticket

Click "New Ticket" button
Select template (optional) - auto-fills common fields
Fill in title, description, category, type, priority
Click "Create Ticket"

Updating Ticket Status

Open ticket
Click status dropdown (next to priority badge)
Select allowed status (workflow-validated)
Confirm if comment is required

Assigning Tickets

Open ticket or use dashboard bulk actions
Select user from "Assigned to" dropdown
Changes are auto-saved

Bulk Operations (Admin Only)

Check multiple tickets on dashboard
Select bulk action (Close, Assign, Change Priority)
Complete operation
All actions are logged in audit trail

🔮 Roadmap

✅ Activity Timeline
✅ Ticket Assignment
✅ Status Transitions with Workflows
✅ Ticket Templates
✅ Bulk Actions (Admin Only)
🎨 ANSI Art Redesign (Next Priority)
🔗 Ticket Dependencies (blocks/blocked by)
📊 Custom Dashboard Widgets
🔧 Custom Fields per Category

🤝 Contributing

This is an internal tool for LotusGuild infrastructure management. For feature requests or bug reports, contact the infrastructure team.

📄 License

Internal use only - LotusGuild Infrastructure

🙏 Credits

Built with ❤️ for the LotusGuild community Powered by PHP, MariaDB, and lots of coffee ☕