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Documentation Index

Fetch the complete documentation index at: https://docs.encoreos.io/llms.txt

Use this file to discover all available pages before exploring further.

This page provides the form for creating a new IT support ticket. Navigate to it at /it/tickets/new.

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Overview

The New Ticket page renders a TicketForm and, alongside it, 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.

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Who it’s for

This route is protected by IT_PERMISSIONS.VIEW (it.view) via the module-level ITViewGuard. No additional per-route permission gate exists beyond the module guard.

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Before you start

  • Have the issue description ready.
  • Know the affected asset tag if the ticket relates to a specific piece of hardware or software.

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Steps

  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.

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Key concepts

  • 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/NewTicketPage.tsx
  • src/cores/it/hooks/useTicketMutations.ts
  • src/cores/it/hooks/useSuggestedKnowledgeBaseArticles.ts
  • src/cores/it/components/tickets/TicketForm.tsx