Skip to main content

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 displays the full detail view for a single IT support ticket. Navigate to it at /it/tickets/:id.

​
Overview

The Ticket Details page 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.

​
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.

​
Before you start

  • The ticket must already exist. Create one from the New Ticket page.

​
Steps

  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 concepts

  • ticket_number — the 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.

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/TicketDetailPage.tsx
  • src/cores/it/hooks/useTicket.ts
  • src/cores/it/hooks/useTicketComments.ts
  • src/cores/it/components/tickets/index.ts