HelpDesk Document Flow
Ticket status machine with Board drag-drop, bulk Assign / Change status, SLA pause, and knowledge-base article statuses.
HelpDesk Document Flow
Tickets use TicketStatus with transitions enforced by TicketStatusMachine. The Tickets UI supports list + Board (kanban), filters, and bulk Assign / Change status.
Hub: Target Document Flow.
- New
- Open / Pending / OnHold
- Resolved
- Closed
- SLA overdue
Ticket statuses & machine
#Statuses
New, Open, Pending, OnHold, Resolved, Closed
Ticket status machine — from New
flowchart TB Start((Create)) --> New[New] New -->|Change status| Open[Open] New -->|Change status| Pending[Pending] New -->|Change status| OnHold[OnHold] New -->|Change status| Resolved[Resolved] New -->|Change status| Closed[Closed] class Start egkStart class New egkDraft class Open egkActive class Pending,OnHold egkWarn class Resolved egkSuccess class Closed egkTerminal
Ticket status machine — Open, Pending, OnHold, reopen
flowchart TB Open[Open] -->|Change status| Pending[Pending] Open -->|Change status| OnHold[OnHold] Open -->|Change status| Resolved[Resolved] Open -->|Change status| Closed[Closed] Pending -->|Change status| Open OnHold -->|Change status| Open Resolved -->|Reopen| Open Resolved -->|Change status| Closed Closed -->|Reopen| Open class Open egkActive class Pending,OnHold egkWarn class Resolved egkSuccess class Closed egkTerminal
| From | Allowed to |
|---|---|
New |
Any other status |
Open / Pending / OnHold |
Any except New |
Resolved |
Closed or Open |
Closed |
Open only |
SLA: Pending and OnHold pause resolution SLA (PausesSla).
Tickets UI — filters, Board, bulk actions
| UI element | Purpose |
|---|---|
| Search | Text search |
| Status / Priority / Category / Agent filters | Narrow the list |
| Overdue only | SLA overdue switch |
| Unassigned only | Unassigned switch |
| Board | Kanban by status (MudDropContainer); columns for open statuses + Resolved |
| Drag across columns | Status change when TicketStatusMachine.CanTransition allows |
| Bulk Assign to + Assign | Assign selected tickets to an agent |
| Bulk Status + Change status | Apply status to selection (open statuses) |
| Row status chip / SLA due | Visual status and SLA |
Post-drag or bulk failure: prior status retained; snackbar error.
Knowledge base article
#Statuses
Draft, Published, Archived
Knowledge base article lifecycle
flowchart LR Start((Create)) --> Draft[Draft] Draft -->|Publish| Published[Published] Published -->|Archive| Archived[Archived] class Start egkStart class Draft egkDraft class Published egkSuccess class Archived egkTerminal
KB screens filter by status; publishing is article lifecycle, not ticket SLA.
#Post-action sync
After Board drop, bulk Assign, or Change status, ticket collections reload; Board column counts and chips refresh. Invalid transitions are rejected by the status machine.
#Scenarios
| Scenario | Result |
|---|---|
| Drag Open → Pending | Status Pending; SLA paused |
| Bulk change status | Selected tickets update when allowed |
| Reopen Closed | Open |
| Closed → Pending | Denied |