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The IT Tickets page (/it/tickets) displays the full organizational queue of IT support requests. It supports filtering, pagination, and live updates via a real-time subscription to the it_tickets table.

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Overview

The page loads tickets via useTickets with support for TicketFilters and pagination (page size 20). A realtime subscription listens for INSERT, UPDATE, and DELETE events on it_tickets and automatically invalidates the it-tickets query cache, showing toast notifications for new and removed tickets. A RealtimeConnectionBadge indicates live connection status.

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Who it’s for

Users with permission it.view (outer ITViewGuard → RequirePermission permission={IT_PERMISSIONS.VIEW}). Creating a new ticket uses it.tickets.create.

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Before you start

  • Ensure you have the IT module permission (it.view) in your role.
  • For real-time updates to work, your browser must maintain an active connection to the platform.

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Steps

1

Open the ticket queue

Navigate to /it/tickets. The table loads the first page of tickets across your organization.
2

Filter tickets

Use the filter bar to narrow results by status, priority, or other available criteria. Filters update the table immediately.
3

Navigate pages

Use the Previous/Next buttons at the bottom of the page when more than 20 tickets exist.
4

Open a ticket

Click a ticket row to navigate to its detail page at /it/tickets/:id.
5

Create a new ticket

Click New Ticket (or press Cmd+N from the IT overview page) to navigate to /it/tickets/new.

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Key concepts

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Viewing a ticket

The Ticket Details page (/it/tickets/:id) has three tabs: Details (ticket metadata, description, SLA tracking card, linked asset card), Comments (add and view comments), and Security (linked security incidents and escalation). Header actions include Assign/Reassign, Change Status, and Link Asset. A compact SLA indicator shows in the ticket header alongside the ticket number. Permission required: IT_PERMISSIONS.VIEW (it.view) via the module-level ITViewGuard. No additional per-route permission gate.
  1. Navigate to IT > Tickets and click a ticket row, or navigate directly to /it/tickets/:id.
  2. Review the Details tab: subject, priority, status, description, linked asset, and SLA status.
  3. Click Assign (or Reassign) to assign the ticket to a team member.
  4. Click Change Status to update the ticket lifecycle status.
  5. Click Link Asset (visible when no asset is linked) to associate an IT asset.
  6. Switch to the Comments tab to add or read comments.
  7. Switch to the Security tab to view linked security incidents or create a new one from this ticket.
Key fields:
  • ticket_number — system-assigned identifier displayed in monospace in the header.
  • TicketPriority — priority level of the ticket.
  • TicketStatus — lifecycle status of the ticket.
  • SLA — service-level tracking shown via SLAIndicator (compact) and SLATrackingCard (sidebar).
  • linked_asset_id — optional reference to an IT asset associated with this ticket.
  • Security escalation — a ticket can be used to create a linked security incident via the Security tab.

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Creating a ticket

The New Ticket page (/it/tickets/new) renders a TicketForm alongside a SuggestedArticlesCard that shows matching knowledge base articles as the user types the ticket subject (debounced at 300 ms). The suggestion limit is read from IT module settings (kb_suggestion_limit, default 5). On success the user is redirected to the new ticket’s detail page at /it/tickets/:id. Permission required: IT_PERMISSIONS.VIEW (it.view) via the module-level ITViewGuard. No additional per-route gate.
  1. Navigate to IT > Tickets and click New Ticket, or go directly to /it/tickets/new.
  2. Enter the Subject — knowledge base article suggestions will appear as you type.
  3. Select the Category and Ticket Type.
  4. Set the Priority.
  5. Optionally link an Asset and select the Site.
  6. Enter a Description.
  7. Review any suggested knowledge base articles in the sidebar panel — they may resolve the issue without creating a ticket.
  8. Click the submit action. On success you are redirected to the ticket detail page.
Key fields:
  • Ticket type — classification of the request (e.g., incident, service request).
  • Category — domain grouping within the ticket type.
  • Linked asset — an IT asset associated with the ticket, stored as linked_asset_id.
  • KB suggestions — real-time article matches from useSuggestedKnowledgeBaseArticles based on the ticket subject and category.

IT Service Management

IT Service Management overview.

Governance & parity

This page documents shipped product behavior. It is not medical, legal, or billing advice. Verify against your organization’s policies and applicable regulations before using it for clinical, compliance, or billing decisions. Protected health information (PHI) shown in the product is governed by your tenant’s access controls and is never exposed in this documentation.
  • src/routes/it.tsx
  • src/cores/it/pages/tickets/TicketListPage.tsx
  • src/cores/it/pages/tickets/TicketDetailPage.tsx
  • src/cores/it/pages/tickets/NewTicketPage.tsx
  • src/cores/it/hooks/useTickets.ts
  • src/cores/it/hooks/useTicket.ts
  • src/cores/it/hooks/useTicketComments.ts
  • src/cores/it/hooks/useTicketMutations.ts
  • src/cores/it/hooks/useSuggestedKnowledgeBaseArticles.ts
  • src/cores/it/components/tickets/TicketForm.tsx
  • src/cores/it/components/tickets/index.ts