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Tickets

The Tickets system in Kinesis API provides a robust issue tracking solution that allows users to report bugs, request features, ask questions, and provide feedback. It's designed to facilitate collaboration between users and developers while maintaining a transparent record of reported issues and their resolutions.

Overview

The ticketing system serves as a central hub for:

  • Bug reporting and tracking
  • Feature requests and suggestions
  • User questions and support inquiries
  • Task management and assignment
  • General feedback collection

All tickets are categorized, prioritized, and tracked through their lifecycle, providing clear visibility into the status of each issue.

Key Features

Ticket Management

  • Create Tickets: Anyone can create tickets with a title, description, type, and priority
  • Ticket Types: Categorize as BUG, FEATURE, IMPROVEMENT, QUESTION, TASK, or FEEDBACK
  • Priority Levels: Assign LOW, MEDIUM, HIGH, CRITICAL, or URGENT priority
  • Status Tracking: Monitor progress through OPEN, ACTIVE, RESOLVED, CLOSED, or WONTDO statuses
  • Tags: Add custom tags for better organization and searchability
  • Public/Private: Control visibility of tickets to other users

User Interactions

  • Comments: Add discussions, updates, and additional information to tickets
  • Assignments: Assign tickets to specific users for resolution
  • Subscriptions: Subscribe to tickets to receive updates
  • Anonymous Submissions: Create tickets without requiring user registration

Organization and Discovery

  • Filtering: Filter tickets by type, status, and content
  • Sorting: Sort by title, priority, creation date, or last update
  • Pagination: Navigate through large numbers of tickets efficiently
  • Search: Find tickets by keywords in title, description, or tags

User Permissions

Different user roles have different capabilities within the ticketing system:

All Users (Including Anonymous)

  • Create new tickets
  • View public tickets
  • Comment on public tickets
  • Subscribe to ticket updates (with email)

Ticket Owners

  • Update title, description, and ticket type of their own tickets
  • Modify tags on their own tickets
  • Toggle public/private status of their own tickets
  • Delete their own tickets

Ticket Assignees

  • Update ticket status
  • Update ticket priority
  • Modify tags on assigned tickets

Administrators (ROOT/ADMIN)

  • Full control over all tickets
  • Assign/unassign users to tickets
  • Archive tickets
  • Delete any ticket or comment
  • Access both public and private tickets

Using the Tickets List Page

Tickets List Page

The tickets list page provides a comprehensive view of all accessible tickets with powerful organization tools:

Filtering and Sorting

  • Use the search bar to filter tickets by content
  • Filter by ticket type (BUG, FEATURE, etc.)
  • Filter by status (OPEN, ACTIVE, etc.)
  • Sort by various criteria:
    • Title (ascending/descending)
    • Priority (highest/lowest)
    • Creation date (newest/oldest)
    • Last update

Creating Tickets

  1. Click the "Create a new Ticket" button
  2. Enter a descriptive title
  3. Provide a detailed description using the Markdown editor
  4. Select the appropriate ticket type and priority
  5. Add relevant tags (optional)
  6. Choose whether the ticket should be public
  7. Submit your contact information (if not logged in)
  8. Click "Create"

Using the Individual Ticket Page

Tickets Page

Each ticket has its own dedicated page that shows all details and allows for interactions:

Viewing Ticket Information

  • Ticket ID and title
  • Current status, priority, and type
  • Creation and last update timestamps
  • Full description
  • Tags and visibility status

Interacting with Tickets

  • Adding Comments: Use the "Post a new Comment" button to add information or ask questions
  • Updating Fields: Authorized users can edit various fields through the corresponding buttons
  • Managing Assignees: View and modify who is assigned to resolve the ticket
  • Subscribing: Get notified of updates by subscribing to the ticket

Comment Management

  • Add formatted comments with the Markdown editor
  • Edit your own comments if needed
  • View all discussions chronologically

Best Practices

For effective use of the ticketing system:

  • Be Specific: Provide clear titles and detailed descriptions
  • Use Appropriate Types: Correctly categorize your ticket (BUG, FEATURE, etc.)
  • Set Realistic Priorities: Reserve HIGH/CRITICAL/URGENT for genuinely urgent issues
  • Check for Duplicates: Before creating a new ticket, search for similar existing ones
  • Stay Engaged: Respond to questions and provide additional information when requested
  • Update Status: Keep ticket status current to reflect actual progress