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Support tickets and help

The support area is where platform issues are tracked and where in-app help content is served. It has two parts: a ticket tracker (the Support → Tickets screens) and the contextual help shown by the little "?" help links throughout the app.

Support tickets are an internal eBiz tracker, not a tenant-facing help desk — they are the development/support backlog for the platform itself.

The ticket tracker

Despite the "Jira" naming used throughout the code, the ticket backend is JetBrains YouTrack (a single shared eBiz instance). Each tenant sees only its own tickets: every query is scoped by the tenant's configured ticket tag (jiraTag in site settings). The main helpdesk project is HEL (tickets read like HEL-218).

  • Ticket list — a filterable table of issues with an overview (opened/closed this week, totals by status). Filters cover status, type, priority, and subsystem (a YouTrack custom field acting as the component list), plus free-text search and an Excel export.
  • Ticket detail — the issue's summary, description, priority, status, type, tags, fix versions, subsystems, and its comment thread.
  • Changing a ticket — status, priority, and type can be changed from the detail view; the change is sent to YouTrack as a command and audit-logged. Canonical values (e.g. status New/Open/In Progress/…, priority Low→Highest) are mapped to each project's native values via a field-map config.

Where tickets come from

Tickets in the YouTrack tracker are created and managed in YouTrack — the platform reads and updates them but doesn't create them from the app.

Separately, a mailbox pipeline ingests inbound support emails (to the support address, polled every minute on the support host). Important: these emails do not become YouTrack tickets. They are staged and then either appended as comments to an existing platform record — matched by a GUID key in the subject/reply — or processed as calendar RSVPs. So an emailed reply carrying a record's key threads back onto that record's comments; it does not open a tracker ticket.

Contextual help

The "?" help links (the help slug markers on settings and other screens) load help content by slug from a shared knowledge-base table (soQuestion). Help content is global across tenants — keyed only by slug, not by site — and is authored through a documentation tool rather than per tenant.

Who can use it

Viewing tickets and help requires a logged-in user with the base view permission. The ticket-change actions are documented as eBiz-staff only and the UI gates them to the ebiz role — but the backend does not enforce this; the change endpoints only require the base view permission.

Security note

The YouTrack integration uses a single hardcoded service-account token in source (repeated across the code), and the legacy path carries a stray hardcoded Atlassian token and an ops-alert key.

Why do tickets look wrong or empty

  • No tickets show — the tenant has no ticket tag configured, so the scoped query returns nothing.
  • A change didn't stick — the value didn't map to the project's native bundle (check the field map), or the YouTrack command failed.
  • Counts look capped — overview totals are computed from a bounded result set, so very large backlogs may under-count.

What support is not

  • Not the task scheduler — that runs background jobs.
  • Not the event-driven task/to-do panels on deals and documents — those are a separate workflow feature.
  • Not a tenant help desk — the tracker is eBiz's own support backlog.