> [!warning] Diese Seite beschreibt die Vorgängerversion > Die hier genannten Adressen und Klassennamen gelten für die vorige Version von > open.SERVICE. In der aktuellen Version erreichen Sie die Tickets unter > `/service/tickets` und ein einzelnes Ticket unter `/service/tickets/:id`. Die > beschriebenen Abläufe — Formularkonfiguration, Kopfdaten, Kanban — gelten > weiterhin sinngemäß. ## What Tickets Do Tickets are the operational work items for incidents, defects, and maintenance requests. They support: - Creating requests from users or operators. - Structuring requests with source, issue category, priority, assignee, project, due date, and optional material/media. - Working tickets through configured kanban states. - Inspecting and updating details from a dedicated ticket detail page. Typical user routes: - List: /openservice/tickets/list - Create: /openservice/tickets/create - Detail: /openservice/tickets/detail/:id - Monitor: /openservice/tickets/monitor ## Ticket Form Configuration Ticket creation/edit behavior is role-based and driven by the Parse class OD3_Maintenance_Ticket_FormConfig. Admin route: - /admin/parse/OD3_Maintenance_Ticket_FormConfig Each form configuration contains: - view: rendering mode (steps, formular, compact) - config: ordered field configuration array - roles: role relation used to select matching form config at runtime At runtime, open.SERVICE loads all matching form configs for the current user roles and applies the first match. ### Configurable Fields The ticket form config supports ordering and per-field options (for example hidden, label, required, help) for these fields: - title - description - priority - media - material - issuecategory - project - duedate - state - source - assignedTo Depending on selected view type, these fields are rendered in a compact, formular, or guided steps layout. ## Ticket Metadata (Kopfdaten) open.SERVICE supports additional metadata for tickets through the Meta plugin. This allows custom, tenant-specific header data without changing core ticket schema. ### Configure Metadata Schema Metadata schema is configured via a Meta config action on the OD3_Maintenance_Ticket_FormConfig admin table. Meta context used: - ["ticket", "meta", "config"] ### Enter and Maintain Metadata Metadata entry/display is available in ticket detail under the Kopfdaten section. - A Meta entry button opens the metadata form. - Metadata is displayed in read-only mode below the button. In compact ticket creation mode, metadata can also be prepared during create. The temporary meta entry is then linked to the created ticket after save. If ticket creation is canceled, the temporary meta entry is deleted. ## Other Ticket Admin Objects The ticket module also uses additional admin classes for taxonomy and workflow, for example: - OD3_Maintenance_Issuecategory - OD3_Maintenance_Kanban_State - OD3_Maintenance_Project - OD3_Maintenance_Ticket_QR_Code These classes influence categorization, board behavior, and optional QR-based flows.