Ticket System Integration with Discourse and Webhooks

In this software engineering project, you’ll enhance an existing Ticketing application created by students in the previous term(Sept 2023). Instead of writing code from scratch, the goal is to reuse and improve the existing system, as many software solutions do to save time.

Additional Features to be Added:

1. Discourse Integration

The IITM BS team wants to integrate Discourse to enhance collaboration and community engagement around tickets.

Key Requirements:

• Each ticket should have a corresponding Discourse thread for discussion.
• Users should be able to include images and attachments in Discourse threads.
• Thread privacy settings should allow users to control visibility.
• Tagging functionality should be available for better organization.
• Notifications should be sent for:
  • Likes
  • Replies
  • Comments
• Ensure proper user role permissions (students, support staff, and admins) across both the ticketing system and Discourse.

The Discourse API provides various features for integration. Explore the Discourse API Documentation to understand the available endpoints and functionalities.

2. Webhooks Integration

Certain tickets can be high priority and need to be addressed immediately or If a student feels the resolved ticket didn’t address the problem, they can escalate it.On escalating an issue, make sure the system is configured with GChat webhooks,triggering a notification to the support team lead in GChat.