Ticket System¶

The ticket system is the heart of OpsHugger. It provides a structured way to track, manage, and resolve operational issues.

Status: This feature is currently in design phase. See the Roadmap for timeline.

Ticket Types¶

Incident Tickets¶

For issues that are currently impacting service:

• Something is broken right now
• Requires immediate attention
• Focus on restoring service quickly
• May spawn Problem tickets for root cause analysis

Problem Tickets¶

For investigating root causes:

• Why did this happen?
• Created after incidents are resolved
• Focus on preventing recurrence
• Links to related incidents

Planned Features¶

Ticket Fields¶

Field	Description
Title	Brief description of the issue
Description	Detailed information
Type	Incident or Problem
Priority	Critical, High, Medium, Low
Status	Open, In Progress, Resolved, Closed
Assignee	Team member responsible
Customer	Affected customer (optional)
Created/Updated	Timestamps

Priority Levels¶

Priority	Response Time	Use Case
Critical	Immediate	Production down, major outage
High	< 1 hour	Significant impact, degraded service
Medium	< 4 hours	Moderate impact, workaround available
Low	< 24 hours	Minor issue, no immediate impact

Status Workflow¶

[Open] → [In Progress] → [Resolved] → [Closed]
                ↓
           [On Hold]

• Open - New ticket, needs attention
• In Progress - Actively being worked on
• On Hold - Waiting for external input
• Resolved - Fix applied, awaiting confirmation
• Closed - Issue confirmed resolved

Integration Ideas¶

• Link tickets to Runbooks for resolution steps
• Connect to customer profiles for context
• SLA tracking based on priority and customer
• Notifications when status changes

Coming Soon¶

We're actively working on the ticket system. Check back for updates!