Ticket System Architecture

Data Model

The case object is the core entity.

// packages/service/src/case.object.ts
export default {
  name: 'case',
  fields: {
    subject: { type: 'text', required: true },
    description: { type: 'textarea' },
    status: { type: 'select', options: ['New', 'In Progress', 'Escalated', 'Closed'] },
    priority: { type: 'select', options: ['Low', 'Medium', 'High', 'Critical'] },
    origin: { type: 'select', options: ['Email', 'Phone', 'Web'] },
    contact: { type: 'lookup', reference_to: 'contact' },
    account: { type: 'lookup', reference_to: 'account' }
  }
}

Email-to-Case Handler

The EmailHandler class processes incoming MIME messages.

1. Parse: Extract From, Subject, Body.
2. Match: Find existing contact by email address.
   • If found: Link to Contact/Account.
   • If not found: Create new Contact (optional config).
3. Thread: Check for [Ref:ID] in subject.
   • If exists: Create email_message linked to existing Case.
   • Application updates case.status to 'New Response'.
   • If new: Create new case.

Entitlement Verification

On case creation, the system checks for active entitlements.

• Lookup: Find active entitlement linked to the Account.
• Deduct: If entitlement is incident-based, decrement remaining balance.
• SLA: Calculate target_resolution_date based on entitlement_process.