Ticket Types Overview
Ticket types categorise tickets and define their default behaviour: how long resolution should take (SLA), what custom fields are collected, and how the type is visually identified.
Type Properties
| Property | Description |
|---|---|
| Name | Display name shown in the UI |
| Slug | URL-safe identifier (auto-generated from name) |
| Description | Optional explanation of when to use this type |
| Default SLA Days | Number of days after the filed date before the ticket is considered overdue |
| Icon | An icon identifier for visual identification |
| Color | Hex color for the type badge |
| Sort Order | Controls display order in the type selector |
| Active | Only active types appear in the New Ticket type selector |
Built-In Seed Types
Open Docket ships with the following pre-configured ticket types:
| Type | Default SLA |
|---|---|
| RTI Application | 30 days |
| First Appeal (RTI) | 45 days |
| DND Complaint (TRAI) | 7 days |
| Consumer Complaint | 45 days |
| Banking Ombudsman | 30 days |
| Insurance Complaint | 15 days |
| General Complaint | — |
These can be edited or deactivated. New types can be added at any time.
Custom Fields
Each ticket type can define a custom field schema — additional fields collected when creating a ticket of that type. See Custom Fields.