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Tickets

Version: Arctyk ITSM v0.6.0+
Last Updated: January 2026

Overview

Tickets are the core entity in Arctyk ITSM, representing IT service requests, incidents, tasks, and issues. The ticket system provides full lifecycle management with rich features for tracking, collaboration, and automation.

Key Features

Full CRUD Operations

  • Create new tickets with comprehensive details
  • Read/view tickets with all associated data
  • Update ticket fields with inline editing
  • Delete tickets (soft delete with audit trail)

Rich Text Descriptions

  • TinyMCE editor for formatted content
  • Support for lists, tables, images, and links
  • HTML sanitization for security
  • Preview mode for complex formatting

Status Management

  • Workflow-based status transitions
  • Status categories (todo, in_progress, done)
  • Automatic status validation
  • Visual status indicators with color coding

Priority & Issue Types

  • Four priority levels: Low, Medium, High, Critical
  • Issue types: Bug, Task, Story, Epic
  • Custom priority-based SLA targets
  • Priority-based sorting and filtering

Associations

  • Link tickets to projects
  • Assign to users (assignee, reporter)
  • Tag tickets for organization
  • Associate with assets/inventory items

Recurring Tickets

  • Schedule automatic ticket creation
  • Daily, weekly, monthly patterns
  • Template-based generation
  • Full audit trail of recurring runs

Lifecycle Tracking (v0.6.0+)

  • created_at - Ticket creation timestamp
  • first_responded_at - First comment/response time
  • resolved_at - Resolution timestamp
  • closed_at - Final closure timestamp

SLA Management (v0.6.0+)

  • response_target - Target response time
  • resolution_target - Target resolution time
  • Automatic SLA breach detection
  • SLA compliance reporting

Comments System (v0.6.0+)

  • Public comments for customer communication
  • Internal notes for staff collaboration
  • Rich text editing with TinyMCE
  • Edit history and audit trail
  • AJAX-powered real-time updates

Ticket Fields

Required Fields

  • title - Brief summary (max 200 chars)
  • description - Detailed information (rich text)
  • status - Current workflow state
  • priority - Urgency level
  • issue_type - Type of work

Optional Fields

  • assignee - User responsible for ticket
  • reporter - User who created ticket
  • project - Associated project
  • tags - Categorization tags
  • due_date - Target completion date

System Fields

  • ticket_number - Auto-incrementing unique ID
  • status_category - Derived from status
  • created_at - Creation timestamp
  • updated_at - Last modification timestamp
  • first_responded_at - First response timestamp (v0.6.0+)
  • resolved_at - Resolution timestamp (v0.6.0+)
  • closed_at - Closure timestamp (v0.6.0+)

Workflow

Status Transitions

Tickets follow a Jira-style workflow with category-based transitions:

New → Open → In Progress → Resolved → Closed
         ↓         ↓            ↓
      Waiting   Blocked      Reopened

Validation

  • Form-level: TicketForm validates status transitions
  • Model-level: Ticket.save() enforces workflow rules
  • Both use WORKFLOW_TRANSITIONS from constants.py