Ticketing Solution architecture
The Ticketing Standard Solution consists of two main building blocks:
These blocks work together to provide ticket lifecycle management, integration with other DataMiner components, and user interaction.
Below you can see a more detailed overview of the solution's architecture and how it interacts with other components.
Ticketing backend
The Ticketing backend implements the core logic of the Ticketing app and is built on top of the DataMiner Standard Data Model (SDM). This allows the Ticketing Solution to expose a Ticketing API Helper that can be used by other DataMiner components, such as:
- Automation scripts
- DataMiner connectors/elements
- Other Standard Solutions
The Ticketing backend uses SDM relationships (formerly known as "SDM Object Linking") to associate tickets with other DataMiner objects or objects from other applications, including:
- Alarms
- Elements
- Services
- Assets from the InfraOps Asset Manager app
This SDM relationships layer can be consulted by other DataMiner applications to determine which tickets are linked to which objects.
Ticketing frontend
The Ticketing frontend is the user interface of the solution, which is implemented as a low-code app.
All tickets, fields, and related values are stored as a DataMiner Object Model (DOM).
The user interaction is handled through forms. The logic for these is implemented using interactive automation scripts. The scripts are responsible for:
- Input validation
- Business logic checks
- Ticket processing actions
The Ticketing app can be used as a standalone app or via its API Helper. Both methods support full ticket lifecycle management, from creation to resolution.
Interaction with other apps
Interaction with other apps is built into the solution. For example:
On the Ticket Information page of the Ticketing app:
- Clicking an alarm opens it in the Monitoring app.
- Clicking an element opens it in the Monitoring app.
- Clicking an asset opens it in the Asset Manager app.
In the Asset Manager app:
- Assets display an indication of linked tickets.
- The list of linked tickets in the Ticketing application can be opened directly from the asset.
The Ticketing Solution can also optionally interact with the MediaOps.Plan People & Organizations app to manage the ownership and assignment of tickets. Ownership ensures that it is always clear who is responsible for progressing a ticket towards closure. Tickets can be assigned to a contact or a team as defined in the People & Organizations app.
While technically Ticketing can operate without the People & Organizations app, tickets cannot be assigned in that case, which means you lose the benefit of structured ticket ownership. We therefore strongly recommend using the Ticketing application together with the MediaOps.Plan Solution.