===== HD Tickets =====

Tickets are what [[USER]]s get to link them to the trace of a problem recorded in the helpdesk system.

Tickets are created either by users or by [[ATTENDANT]]s 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 [[CONTRACT]].

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 [[FOLLOWUP]]s.

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