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HD Tickets

Tickets are what USERs get to link them to the trace of a problem recorded in the helpdesk system.

Tickets are created either by users or by ATTENDANTs on their behalf. Depending on HD setup, tickets may be submitted in limbo and will be processed only when an ATTENDANT binds them to a support HD Contracts.

Tickets contain the description of the issue, related time, severity, and status information. Status is the latest value of the status in the chain of status given to the ticket upon creation and its HD Ticket Followupss.

Internally, they maintain a 1:1 relation with drupal node ids.

hd/ticket.txt · Last modified: 2007/12/22 15:45 (external edit)