tinker_tickets/README.md

# 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 System**: [web_template](https://code.lotusguild.org/LotusGuild/web_template) — shared CSS, JS, and layout patterns for all LotusGuild apps

## Styling & Layout

Tinker Tickets uses the **LotusGuild Terminal Design System**. For all styling, component, and layout documentation see:

- [`web_template/README.md`](https://code.lotusguild.org/LotusGuild/web_template/src/branch/main/README.md) — full component reference, CSS variables, JS API
- [`web_template/base.css`](https://code.lotusguild.org/LotusGuild/web_template/src/branch/main/base.css) — unified CSS (`.lt-*` classes)
- [`web_template/base.js`](https://code.lotusguild.org/LotusGuild/web_template/src/branch/main/base.js) — `window.lt` utilities (toast, modal, CSRF, fetch helpers)
- [`web_template/php/layout.php`](https://code.lotusguild.org/LotusGuild/web_template/src/branch/main/php/layout.php) — PHP base layout template

**Key conventions:**
- All `.lt-*` CSS classes come from `base.css` — do not duplicate them in `assets/css/`
- All `lt.*` JS utilities come from `base.js` — use `lt.toast`, `lt.modal`, `lt.api`, etc.
- CSP nonces: every `<script>` tag needs `nonce="<?php echo $nonce; ?>"`
- CSRF: inject `window.CSRF_TOKEN` via the nonce-protected inline script block; `lt.api.*` adds the header automatically

## 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 (300ms delay)
- **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 (at least one group required)
- **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 (set `APP_DOMAIN` in `.env`)

### 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) |
| `N` | New ticket (dashboard) |
| `J` / `K` | Next / previous row (dashboard table) |
| `Enter` | Open selected ticket (dashboard) |
| `G` then `D` | Go to dashboard |
| `1`–`4` | Quick status change (ticket page) |
| `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
- **Authentication**: Authelia SSO with LLDAP backend

### 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 |
| `bulk_operations` | Bulk operation tracking |
| `api_keys` | API key storage with hashed keys |

#### `tickets` Table Key Columns

| Column | Type | Description |
|--------|------|-------------|
| `ticket_id` | varchar(9) | Unique 9-digit identifier |
| `visibility` | enum | `public`, `internal`, `confidential` |
| `visibility_groups` | varchar(500) | Comma-separated group names (for internal) |
| `created_by` | int | Foreign key to users |
| `assigned_to` | int | Foreign key to users (nullable) |
| `updated_by` | int | Foreign key to users |
| `priority` | int | 1–5 (1=Critical, 5=Minimal) |
| `status` | varchar(20) | Open, Pending, In Progress, Closed |

#### Indexed Columns (performance)

- `tickets`: `ticket_id` (unique), `status`, `priority`, `created_at`, `created_by`, `assigned_to`, `visibility`
- `audit_log`: `user_id`, `action_type`, `entity_type`, `created_at`

### 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) |
| `/api/delete_comment.php` | POST | Delete comment (owner/admin) |
| `/api/update_comment.php` | POST | Update comment (owner/admin) |
| `/api/delete_attachment.php` | POST/DELETE | Delete attachment |
| `/api/download_attachment.php` | GET | Download attachment (visibility checked) |
| `/api/check_duplicates.php` | GET | Check for duplicate tickets |
| `/api/manage_recurring.php` | CRUD | Recurring tickets (admin) |
| `/api/manage_templates.php` | CRUD | Templates (admin) |
| `/api/manage_workflows.php` | CRUD | Workflow rules (admin) |

## Project Structure

```
tinker_tickets/
├── api/
│   ├── add_comment.php                   # POST: Add comment
│   ├── assign_ticket.php                 # POST: Assign ticket to user
│   ├── bulk_operation.php                # POST: Bulk operations (admin only)
│   ├── check_duplicates.php              # GET: Check for duplicate tickets
│   ├── delete_attachment.php             # POST/DELETE: Delete attachment
│   ├── delete_comment.php                # POST: Delete comment (owner/admin)
│   ├── download_attachment.php           # GET: Download with visibility check
│   ├── export_tickets.php                # GET: Export tickets to CSV/JSON
│   ├── generate_api_key.php              # POST: Generate API key (admin)
│   ├── get_template.php                  # GET: Fetch ticket template
│   ├── get_users.php                     # GET: Get user list
│   ├── manage_recurring.php              # CRUD: Recurring tickets (admin)
│   ├── manage_templates.php              # CRUD: Templates (admin)
│   ├── manage_workflows.php              # CRUD: Workflow rules (admin)
│   ├── revoke_api_key.php                # POST: Revoke API key (admin)
│   ├── ticket_dependencies.php           # GET/POST/DELETE: Ticket dependencies
│   ├── update_comment.php                # POST: Update comment (owner/admin)
│   ├── update_ticket.php                 # POST: Update ticket (workflow validation)
│   └── upload_attachment.php             # GET/POST: List or upload attachments
├── assets/
│   ├── css/
│   │   ├── base.css                      # LotusGuild Terminal Design System (symlinked from web_template)
│   │   ├── dashboard.css                 # Dashboard + terminal styling
│   │   └── ticket.css                    # Ticket view styling
│   ├── js/
│   │   ├── advanced-search.js            # Advanced search modal
│   │   ├── ascii-banner.js               # ASCII art banner (rendered in boot overlay on first visit)
│   │   ├── base.js                       # LotusGuild JS utilities — window.lt (symlinked from web_template)
│   │   ├── dashboard.js                  # Dashboard + bulk actions + kanban + sidebar
│   │   ├── keyboard-shortcuts.js         # Keyboard shortcuts (uses lt.keys)
│   │   ├── markdown.js                   # Markdown rendering + ticket linking (XSS-safe)
│   │   ├── settings.js                   # User preferences
│   │   ├── ticket.js                     # Ticket + comments + visibility
│   │   ├── toast.js                      # Backwards-compat shim → delegates to lt.toast
│   │   └── utils.js                      # escapeHtml (→ lt.escHtml) + getTicketIdFromUrl
│   └── images/
│       └── favicon.png
├── config/
│   └── config.php                        # Config + .env loading
├── controllers/
│   ├── DashboardController.php           # Dashboard with stats + filters
│   └── TicketController.php              # Ticket CRUD + timeline + visibility
├── cron/
│   └── create_recurring_tickets.php      # Process recurring ticket schedules
├── helpers/
│   └── ResponseHelper.php                # Standardized JSON responses
├── middleware/
│   ├── AuthMiddleware.php                # Authelia SSO integration
│   ├── CsrfMiddleware.php                # CSRF protection
│   ├── RateLimitMiddleware.php           # Session + IP-based rate limiting
│   └── SecurityHeadersMiddleware.php     # CSP with nonces, security headers
├── models/
│   ├── ApiKeyModel.php                   # API key generation/validation
│   ├── AuditLogModel.php                 # Audit logging + timeline
│   ├── BulkOperationsModel.php           # Bulk operations tracking
│   ├── CommentModel.php                  # Comment data access
│   ├── CustomFieldModel.php              # Custom field definitions/values
│   ├── DependencyModel.php               # Ticket dependencies
│   ├── RecurringTicketModel.php          # Recurring ticket schedules
│   ├── StatsModel.php                    # Dashboard statistics
│   ├── TemplateModel.php                 # Ticket templates
│   ├── TicketModel.php                   # Ticket CRUD + visibility + collision-safe IDs
│   ├── UserModel.php                     # User management + groups
│   ├── UserPreferencesModel.php          # User preferences
│   └── WorkflowModel.php                 # Status transition workflows
├── scripts/
│   ├── cleanup_orphan_uploads.php        # Clean orphaned uploads
│   └── create_dependencies_table.php     # Create ticket_dependencies table
├── uploads/                              # File attachment storage
├── views/
│   ├── admin/
│   │   ├── ApiKeysView.php               # API key management
│   │   ├── AuditLogView.php              # Audit log browser
│   │   ├── CustomFieldsView.php          # Custom field management
│   │   ├── RecurringTicketsView.php      # Recurring ticket management
│   │   ├── TemplatesView.php             # Template management
│   │   ├── UserActivityView.php          # User activity report
│   │   └── WorkflowDesignerView.php      # Workflow transition designer
│   ├── CreateTicketView.php              # Ticket creation with visibility
│   ├── DashboardView.php                 # Dashboard with kanban + sidebar
│   └── TicketView.php                    # Ticket view with visibility editing
├── .env                                  # Environment variables (GITIGNORED)
├── README.md                             # This file
└── index.php                             # Main router
```

## 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.

## 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=your_db_host
DB_USER=your_db_user
DB_PASS=your_password
DB_NAME=ticketing_system
DISCORD_WEBHOOK_URL=https://discord.com/api/webhooks/...
APP_DOMAIN=your.domain.example
TIMEZONE=America/New_York
```

**Note**: `APP_DOMAIN` is required for Discord webhook ticket links to work correctly. Without it, links will default to localhost.

### 2. Cron Jobs

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

### 3. File Uploads

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

## Developer Notes

Key conventions and gotchas for working with this codebase:

1. **Session format**: `$_SESSION['user']['user_id']` (not `$_SESSION['user_id']`)
2. **API auth check**: Verify `$_SESSION['user']['user_id']` exists
3. **Admin check**: `$_SESSION['user']['is_admin'] ?? false`
4. **Config path**: `config/config.php` (not `config/db.php`)
5. **Comments table**: `ticket_comments` (not `comments`)
6. **CSRF**: Required for all POST/DELETE requests via `X-CSRF-Token` header
7. **Cache busting**: Use `?v=YYYYMMDD` query params on JS/CSS files
8. **Ticket linking**: Use `#123456789` in markdown-enabled comments
9. **User groups**: Stored in `users.groups` as comma-separated values
10. **API routing**: All API endpoints must be registered in `index.php` router
11. **Session in APIs**: `RateLimitMiddleware` starts the session — do not call `session_start()` again
12. **Database collation**: Use `utf8mb4_general_ci` (not `unicode_ci`) for new tables
13. **Discord URLs**: Set `APP_DOMAIN` in `.env` for correct ticket URLs in Discord notifications
14. **Ticket ID extraction**: Use `getTicketIdFromUrl()` helper in JS files
15. **CSP nonces**: All inline `<script>` tags require `nonce="<?php echo $nonce; ?>"`
16. **Visibility validation**: Internal visibility requires at least one group — validated server-side
17. **Rate limiting**: Both session-based AND IP-based limits are enforced
18. **Relative timestamps**: Dashboard dates use `lt.time.ago()` and refresh every 60s; full date is always in the `title` attribute for hover
19. **Boot sequence**: Shows ASCII banner then boot messages on first page visit per session (`sessionStorage.getItem('booted')`); removed on subsequent loads

## File Reference

| File | Purpose |
|------|---------|
| `index.php` | Main router for all routes |
| `config/config.php` | Config loader + .env parsing |
| `api/update_ticket.php` | Ticket updates with workflow + visibility validation |
| `api/download_attachment.php` | File downloads with visibility check |
| `api/bulk_operation.php` | Bulk operations with visibility filtering |
| `models/TicketModel.php` | Ticket CRUD, visibility filtering, collision-safe ID generation |
| `models/ApiKeyModel.php` | API key generation and validation |
| `middleware/AuthMiddleware.php` | Authelia header parsing + session setup |
| `middleware/CsrfMiddleware.php` | CSRF token generation and validation |
| `middleware/SecurityHeadersMiddleware.php` | CSP headers with per-request nonce generation |
| `middleware/RateLimitMiddleware.php` | Session + IP-based rate limiting |
| `assets/js/dashboard.js` | Dashboard UI, kanban, sidebar, bulk actions |
| `assets/js/ticket.js` | Ticket UI, visibility editing |
| `assets/js/markdown.js` | Markdown parsing + ticket linking (XSS-safe) |
| `assets/css/dashboard.css` | Terminal styling, kanban, sidebar |

## Security Implementations

| Feature | Implementation |
|---------|---------------|
| SQL Injection | All queries use prepared statements with parameter binding |
| XSS Prevention | HTML escaped in markdown parser; CSP with per-request nonces |
| CSRF Protection | Token-based with constant-time comparison (`hash_equals`) |
| Session Security | Fixation prevention, secure cookies, session timeout |
| Rate Limiting | Session-based + IP-based (file storage) |
| File Security | Path traversal prevention, MIME type validation |
| Visibility | Enforced on ticket views, downloads, and bulk operations |

## License

Internal use only - LotusGuild Infrastructure