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Tickets

Open in Nocthink

Module: Asset Management · URL: /asset-management/tickets · Responsible role: IT / Asset Officer (processes tickets) · Also used by: Owner/Director (full), General Affairs (write), all other staff (self — report their own problems)

Tickets: Priority and Status filters, a search box, and two tickets opened Oct 25, 2026: "Laptop battery drains fast" on the MacBook Pro 14 (Medium, Open, Andrew Price) and "Projector shows purple tint" on the Epson projector (High, In progress, Maya Kaplan); the sidebar shows a 2 badge on Tickets

Screenshot: Lisa Porter (Operations Officer), Nocthink Demo Institute demo data.

Why I use this page

This is my queue of equipment problems: a laptop battery that drains, a projector with a purple tint, a missing cable. Staff open a ticket, and I triage it by priority, work it, and close it. I keep this page open most days, and I watch the number next to Tickets in the sidebar for new arrivals. When a ticket needs a vendor, I log the work on Maintenance as well.

What's on the screen

  • Header: title Tickets, a short description (asset staff see every ticket; everyone else sees the ones they reported or are assigned — see Access & permissions), and the + button ("Open ticket").
  • Toolbar: filter buttons Priority (Low, Medium, High, Critical) and Status (Open, In progress, Resolved, Closed), plus Search tickets… (by title).
  • Table columns:
    • Ticket — title, with the affected asset's name underneath when one is linked.
    • Priority — neutral pill; only Critical is red.
    • Status.
    • Reported by — the person who opened it.
    • Opened — the date it was created (e.g. "Oct 25, 2026").
    • ⋮ row menu — Edit, Delete.
  • Newest tickets are listed first.

How I …

How I open a ticket (anyone)

  1. Click +. The Open Ticket dialog appears (see Open ticket below).
  2. Pick the Asset it is about, or leave No specific asset.
  3. Enter a Title * that says what is wrong (e.g. "Laptop battery drains fast").
  4. Choose Priority (defaults to Medium; use Critical only when work is blocked).
  5. Describe the problem in Description and add any Notes.
  6. Click Open Ticket. It starts as Open, and I am recorded as Reported by automatically.

How I triage new tickets

  1. Click Status and tick Open, then use Priority to work Critical and High tickets first.
  2. For each ticket, open ⋮ → Edit (see Edit ticket below), correct the Priority if needed, set Status to In Progress, and add what I am doing to Notes.
  3. Click Save Changes.

How I resolve and close a ticket

  1. When the fix is done, ⋮ → Edit, set Status to Resolved, and record the fix in Notes. Save.
  2. After the reporter confirms, set Status to Closed.
  3. If the problem needs a repair job, create it on Maintenance against the same asset, and if the asset is out of use, set its status to Maintenance on the Asset List.

How I see all problems with one asset

  1. Open the asset from the Asset List and go to its Tickets tab.

Detail page, forms & dialogs

Open ticket

Open ticket — the Open Ticket dialog with Asset (No specific asset), Title, Priority (Medium), Description and Notes

Screenshot: Lisa Porter (Operations Officer), Nocthink Demo Institute demo data.

+ opens Open Ticket. Asset defaults to No specific asset; the list shows each asset with its tag. Title * is required; Priority defaults to Medium. Description and Notes hold the details. There is no status field: a new ticket is always Open, with me as the reporter. Open Ticket saves it.

Any staff member can open a ticket, even without other asset menus, and sees only the tickets they reported or are assigned to. The Asset Officer and anyone with asset_management.view see every ticket and pick it up from the list.

Edit ticket

Edit ticket — the Edit Ticket dialog for Laptop battery drains fast on MacBook Pro 14 (LT-001), priority Medium, status Open

Screenshot: Lisa Porter (Operations Officer), Nocthink Demo Institute demo data.

⋮ → Edit opens Edit Ticket, which adds Status (Open, In Progress, Resolved, Closed) next to Priority. This is where I triage, record progress in Notes, and resolve and close the ticket. Save Changes stores it.

Only asset staff see the row menu: editing needs asset_management.update. Resolved means the fix is done; I move it to Closed after the reporter confirms. A problem that needs a repair job goes to Maintenance as well, against the same asset.

Access & permissions

  • /asset-management/tickets is a personal-access route (lib/domain-routes.ts), so every staff member can open the page even without other asset menus. docs/role.md gives staff "S" (own tickets) and the Asset Officer full control.
  • Any member can open a ticket and sees only the tickets they reported or are assigned to. People with asset_management.view (and finance authority) see every ticket in the organization.
  • Editing or deleting needs asset_management.update / delete; without them the row menu is hidden. A new ticket always starts Open and unassigned unless asset staff open it.
  • Finance authority is treated as having asset write access by the server.

Caveats

  • Reported by is fixed to whoever created the ticket and cannot be changed.
  • Setting Resolved does not stamp a resolved date, and nothing notifies the reporter when the status changes — tell them directly.
  • Delete asks "Delete this ticket?" and is permanent; prefer Closed.
  • If the linked asset is deleted, the ticket stays but loses its asset link.

Limitations

  • No assignee field in the form (the API has one, the UI does not show it), so there is no "assigned to me" view.
  • No comments thread, attachments, or SLA timers.
  • No notifications to the Asset Officer when a ticket is opened, or to the reporter when it changes.
  • The general (non-equipment) helpdesk is a separate page.
  • No export.