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Tickets module

Support ticket system — lifecycle management with state transitions, agent assignment, comments with file attachments, role-based authorization, and audit trail.

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The Tickets module provides a full support ticket system with lifecycle management, agent assignment, threaded comments, file attachments, and role-based access control.

Endpoints

EndpointMethodDescription
/api/ticketsPOSTOpen new ticket
/api/ticketsGETList tickets (paginated, filterable)
/api/tickets/{id}GETGet ticket details
/api/tickets/{id}/assignPOSTAssign to agent
/api/tickets/{id}/commentsPOSTAdd comment
/api/tickets/{id}/filesPOSTAttach file
/api/tickets/{id}/statusPATCHChange status

Architecture

TicketEndpoints (Minimal API)
       │
       ▼
TicketService
       │
       ├── ITicketRepository → SqlSugarTicketRepository
       ├── TicketAuthorizationService (role + data scope checks)
       ├── ITicketAttachmentAccessService → FileAssetTicketAttachmentAccessService
       ├── ITicketEventPublisher → NullTicketEventPublisher
       └── ITicketAuditSink → NullTicketAuditSink

Ticket entity

public class TicketEntity : TenantSoftDeleteEntityBase
{
    public string Title { get; set; }
    public string Description { get; set; }
    public string Status { get; set; }       // Open, InProgress, Resolved, Closed
    public string Priority { get; set; }     // Low, Normal, High, Critical
    public string? AssignedToId { get; set; }
    public string CreatedById { get; set; }
}

Lifecycle states

Open → InProgress → Resolved → Closed
  ↑       │           │
  └───────┘           │
  (reopened)          │
                      ▼
                   Closed (terminal)

Authorization model

TicketAuthorizationService enforces role-based access:

RolePermissions
CreatorView own, add comments, reopen
AgentView assigned, change status, assign
AdminFull access across tenant
SystemCross-tenant read (audit)
public static class TicketPermissions
{
    public const string TicketCreate = "ticket.create";
    public const string TicketView = "ticket.view";
    public const string TicketAssign = "ticket.assign";
    public const string TicketStatusChange = "ticket.status.change";
    public const string TicketComment = "ticket.comment";
    public const string TicketManage = "ticket.manage";
}

Ticket roles

public static class TicketRoleNames
{
    public const string Creator = "ticket.creator";
    public const string Agent = "ticket.agent";
    public const string Admin = "ticket.admin";
}

Pagination and filtering

public class TicketPage
{
    public IReadOnlyList<Ticket> Items { get; }
    public int TotalCount { get; }
    public bool HasMore { get; }
}


public class TicketQuery
{
    public string? Status { get; set; }
    public string? Priority { get; set; }
    public string? AssignedToId { get; set; }
    public string? Search { get; set; }
    public int Page { get; set; }
    public int PageSize { get; set; }
}

See also