Feature: Add configurable defaults for new tickets

- Add client.new_ticket_template for prefilling new tickets
- Support default cc, notify, and due values for tickets
- Allow ticket actions to set relative due dates like "3 days"
- Add due date presets to ticket creation dialogs and action config
- Normalize relative due dates when creating tickets via API/actions
- Document ticket_due and the new ticket template config
- Reordered "New Ticket" sidebar shortcut.

Author: jhuckaby

docs/actions.md

@@ -332,34 +332,37 @@ Parameters:
 | `ticket_type` | String | Yes | See [Ticket.type](data.md#ticket-type) (e.g., `issue`, `task`, etc.). |
 | `ticket_assignees` | Array(String) | Yes | Array of [User.username](data.md#user-username) assignees. |
 | `ticket_tags` | Array(String) | Optional | Array of [Tag.id](data.md#tag-id) values. |
+| `ticket_due` | String or Number | Optional | Due date for the new ticket.  This may be an absolute Unix epoch time, or a relative date delta such as `1 day`, `3 days`, or `1d`. |
 
 Example (job error):
 
 ```json
 {
-    "enabled": true,
-    "condition": "error",
-    "type": "ticket",
-    "ticket_type": "issue",
-    "ticket_assignees": ["oncall"],
-    "ticket_tags": ["production", "sev2"]
+	"enabled": true,
+	"condition": "error",
+	"type": "ticket",
+	"ticket_type": "issue",
+	"ticket_assignees": ["oncall"],
+	"ticket_tags": ["production", "sev2"],
+	"ticket_due": "3 days"
 }
 ```
 
 Example (alert cleared):
 
 ```json
 {
-    "enabled": true,
-    "condition": "alert_cleared",
-    "type": "ticket",
-    "ticket_type": "task",
-    "ticket_assignees": ["sre"],
-    "ticket_tags": ["cleanup"]
+	"enabled": true,
+	"condition": "alert_cleared",
+	"type": "ticket",
+	"ticket_type": "task",
+	"ticket_assignees": ["sre"],
+	"ticket_tags": ["cleanup"],
+	"ticket_due": "1 day"
 }
 ```
 
-See [Tickets](tickets.md) for more details on tickets.
+See [Tickets](tickets.md) for more details on tickets, including the [New Ticket Template](tickets.md#new-ticket-template), which can provide default `cc`, `notify`, and `due` values.
 
 ### Plugin
 

docs/config.md

@@ -682,6 +682,11 @@ When set to `true`, will show a colored badge on sidebar sections for outdated s
 
 Provides sensible defaults for new events (triggers, limits, actions). Used to prefill the New Event form.
 
+### client.new_ticket_template
+<!-- Title: New Ticket Template -->
+
+Provides defaults for creating new tickets. Used to prefill the New Ticket form.
+
 ### client.chart_defaults
 <!-- Title: Graph Defaults -->
 

docs/data.md

@@ -2908,7 +2908,7 @@ Each action has a `type` property which dictates what will happen when the condi
 | `tag` | Add one or more [Tags](tags.md) to the running job or workflow. |
 | `store` | Store data in a storage bucket. Requires `bucket_id` (the [Bucket.id](#bucket-id)), `bucket_sync` (species if files and/or data should be stored), and `bucket_glob` (glob pattern to match on files). |
 | `fetch` | Fetch data from a storage bucket. Requires `bucket_id` (the [Bucket.id](#bucket-id)), `bucket_sync` (species if files and/or data should be fetched), and `bucket_glob` (glob pattern to match on files). |
-| `ticket` | Create a ticket.  Requires `ticket_type` (see [Ticket.type](#ticket-type)), `ticket_assignees` (an array of [User.username](#user-username)s), and `ticket_tags` (an array of [Tag.id](#tag-id)s). |
+| `ticket` | Create a ticket.  Requires `ticket_type` (see [Ticket.type](#ticket-type)), `ticket_assignees` (an array of [User.username](#user-username)s), and `ticket_tags` (an array of [Tag.id](#tag-id)s).  Can also include `ticket_due`, as an absolute Unix epoch time or a relative date delta such as `3 days`. |
 | `plugin` | Invoke a custom Plugin for the action.  Requires `plugin_id` (the [Plugin.id](#plugin-id)) and `params` (custom parameters defined by the Plugin). |
 
 ### Limit

docs/tickets.md

@@ -55,12 +55,69 @@ Related APIs:
 - [delete_ticket](api.md#delete_ticket): Permanently delete a ticket.
 - [search_tickets](api.md#search_tickets): Search with pagination and sorting; supports compact mode for grids.
 
+### New Ticket Template
+
+You can set defaults for new tickets using the [client.new_ticket_template](config.md#client-new_ticket_template) configuration object.  This is useful when your team wants every new ticket to start with common metadata, a standard due date, or a global notification list.
+
+The template applies to tickets created manually in the UI, and parts of it are also used by tickets created from job and alert actions.  Specifically, ticket actions inherit `cc`, `notify`, and `due` from the template, unless the action supplies its own due date.
+
+Here is a simple example:
+
+```json
+"new_ticket_template": {
+	"type": "issue",
+	"status": "open",
+	"assignees": ["oncall"],
+	"cc": ["ops-manager"],
+	"notify": ["ops-team@company.com"],
+	"tags": ["production"],
+	"due": "3 days"
+}
+```
+
+Common options include:
+
+- `assignees`: Default list of user IDs assigned to manually-created tickets.
+- `cc`: Default list of xyOps usernames who should receive ticket update emails.
+- `notify`: Default list of custom email addresses that should receive ticket update emails.
+- `tags`: Default list of tag IDs applied to manually-created tickets.
+- `type`: Default ticket type, such as `issue`, `change`, or `maintenance`.
+- `status`: Default ticket status, usually `open` or `draft`.
+- `due`: Default due date.  This may be an absolute Unix epoch time, or a relative date delta such as `"1 day"`, `"3 days"`, `"1 week"`, or `"1d"`.
+
+For example, to copy an operations manager on all new tickets, set:
+
+```json
+"new_ticket_template": {
+	"cc": ["ops-manager"]
+}
+```
+
+To send all ticket update emails to an outside mailing list, use `notify`:
+
+```json
+"new_ticket_template": {
+	"notify": ["ops-team@company.com"]
+}
+```
+
+To make every new ticket due three days after it is created, set:
+
+```json
+"new_ticket_template": {
+	"due": "3 days"
+}
+```
+
+When a ticket has a due date and remains open past that date, xyOps sends daily overdue reminder emails to ticket assignees.  Ticket update emails still go to assignees, `cc` users, and `notify` email addresses.
+
 ### Job Action
 
 Jobs can create tickets on start or completion based on outcome or tags. Add a "Create Ticket" action to an event, workflow node, or via category/universal defaults. When fired:
 
 - The ticket body is auto-generated (template: job) with useful context (job details, performance, log excerpt, links).
 - Category, tags, and server fields are auto-populated from the job when applicable.
+- The ticket can inherit default `cc`, `notify`, and `due` values from `client.new_ticket_template`.
 - The new ticket is added to the originating job for traceability.
 
 See [Actions](actions.md) for action configuration.
@@ -71,6 +128,7 @@ Alerts can create tickets when an alert fires (or clears, if desired). Add a "Cr
 
 - The ticket body is auto-generated (template: alert) with server and alert context, links to the alert and server, and optionally active job summaries.
 - Server is populated from the firing server; tags can be set from the action.
+- The ticket can inherit default `cc`, `notify`, and `due` values from `client.new_ticket_template`.
 - The new ticket is added to the alert invocation record.
 
 

htdocs/index-dev.html

@@ -52,9 +52,9 @@
 
 		<div class="section_title sbs_shortcuts"><i class="ctrl mdi mdi-chevron-down"></i><i class="icon mdi mdi-hand-pointing-right">&nbsp;</i>Shortcuts</div>
 		<div class="section sbs_shortcuts">
-			<a href="#Tickets?sub=new" id="tab_NewTicket" class="section_item sbs_ticket_searches"><i class="icon mdi mdi-text-box-plus-outline">&nbsp;</i>New Ticket...</a>
 			<a href="#Events?sub=new" id="tab_NewEvent" class="section_item sbs_scheduler"><i class="icon mdi mdi-calendar-edit-outline">&nbsp;</i>New Event...</a>
 			<a href="#Workflows?sub=new" id="tab_NewWorkflow" class="section_item sbs_scheduler"><i class="icon mdi mdi-clipboard-edit-outline">&nbsp;</i>New Workflow...</a>
+			<a href="#Tickets?sub=new" id="tab_NewTicket" class="section_item sbs_ticket_searches"><i class="icon mdi mdi-text-box-plus-outline">&nbsp;</i>New Ticket...</a>
 			<a href="#Servers?add=1" id="tab_NewServer" class="section_item sbs_monitoring"><i class="icon mdi mdi-server-plus-outline">&nbsp;</i>Add Server...</a>
 		</div>
 

htdocs/js/pages/Alerts.class.js

@@ -548,6 +548,8 @@ Page.Alerts = class Alerts extends Page.PageUtils {
 		var btn = ['text-box-plus-outline', "Create Ticket"];
 		var html = '';
 
+		var ticket_template = app.config.new_ticket_template || {};
+		
 		var nice_server = this.getNiceServerText(alert.server);
 		var new_subject = `Alert: ${def.title} on ${nice_server}`;
 
@@ -598,6 +600,18 @@ Page.Alerts = class Alerts extends Page.PageUtils {
 			})
 		});
 
+		// due
+		html += this.getFormRow({
+			id: 'd_nt_due_preset',
+			content: this.getFormMenuSingle({
+				id: 'fe_nt_due_preset',
+				options: config.ui.new_ticket_dues,
+				value: ticket_template.due || '',
+				auto_add: true,
+				// 'data-shrinkwrap': 1
+			})
+		});
+		
 		html += '</div>';
 		Dialog.confirm( title, html, btn, function(result) {
 			if (!result) return;
@@ -611,11 +625,11 @@ Page.Alerts = class Alerts extends Page.PageUtils {
 				status: 'open',
 				category: '',
 				assignees: $('#fe_nt_assignees').val(),
-				cc: [],
-				notify: [],
+				cc: ticket_template.cc || [],
+				notify: ticket_template.notify || [],
 				events: [],
 				tags: $('#fe_nt_tags').val(),
-				due: '',
+				due: $('#fe_nt_due_preset').val(),
 				server: alert.server || ''
 			};
 			if (!ticket.subject.length) return app.badField('#fe_nt_subject', "Please enter a subject line for the ticket.");
@@ -641,7 +655,7 @@ Page.Alerts = class Alerts extends Page.PageUtils {
 		}); // Dialog.confirm
 
 		MultiSelect.init( $('#fe_nt_assignees, #fe_nt_tags') );
-		SingleSelect.init( $('#fe_nt_type') );
+		SingleSelect.init( $('#fe_nt_type, #fe_nt_due_preset') );
 		Dialog.autoResize();
 
 		$('#fe_nt_subject').focus().get(0).setSelectionRange( new_subject.length, new_subject.length );

htdocs/js/pages/Job.class.js

@@ -767,6 +767,8 @@ Page.Job = class Job extends Page.PageUtils {
 		var btn = ['text-box-plus-outline', "Create Ticket"];
 		var html = '';
 
+		var ticket_template = app.config.new_ticket_template || {};
+		
 		var event = job.event ? find_object(app.events, { id: job.event }) : { title: "n/a" };
 		if (!event) event = { title: "n/a" };
 
@@ -821,6 +823,18 @@ Page.Job = class Job extends Page.PageUtils {
 			})
 		});
 
+		// due
+		html += this.getFormRow({
+			id: 'd_nt_due_preset',
+			content: this.getFormMenuSingle({
+				id: 'fe_nt_due_preset',
+				options: config.ui.new_ticket_dues,
+				value: ticket_template.due || '',
+				auto_add: true,
+				// 'data-shrinkwrap': 1
+			})
+		});
+		
 		html += '</div>';
 		Dialog.confirm( title, html, btn, function(result) {
 			if (!result) return;
@@ -834,11 +848,11 @@ Page.Job = class Job extends Page.PageUtils {
 				status: 'open',
 				category: job.category || '',
 				assignees: $('#fe_nt_assignees').val(),
-				cc: [],
-				notify: [],
+				cc: ticket_template.cc || [],
+				notify: ticket_template.notify || [],
 				events: [],
 				tags: $('#fe_nt_tags').val(),
-				due: '',
+				due: $('#fe_nt_due_preset').val(),
 				server: job.server || ''
 			};
 			if (!ticket.subject.length) return app.badField('#fe_nt_subject', "Please enter a subject line for the ticket.");
@@ -864,7 +878,7 @@ Page.Job = class Job extends Page.PageUtils {
 		}); // Dialog.confirm
 
 		MultiSelect.init( $('#fe_nt_assignees, #fe_nt_tags') );
-		SingleSelect.init( $('#fe_nt_type') );
+		SingleSelect.init( $('#fe_nt_type, #fe_nt_due_preset') );
 		Dialog.autoResize();
 
 		$('#fe_nt_subject').focus().get(0).setSelectionRange( new_subject.length, new_subject.length );

htdocs/js/pages/PageUtils.class.js

@@ -2358,6 +2358,7 @@ Page.PageUtils = class PageUtils extends Page.Base {
 		// ticket assignees
 		html += this.getFormRow({
 			id: 'd_nt_assignees',
+			label: 'Ticket Assignees:',
 			content: this.getFormMenuMulti({
 				id: 'fe_nt_assignees',
 				options: app.users.map( function(user) { return { id: user.username, title: user.full_name, icon: user.icon || 'account' }; } ),
@@ -2379,6 +2380,18 @@ Page.PageUtils = class PageUtils extends Page.Base {
 			})
 		});
 
+		// ticket due
+		html += this.getFormRow({
+			id: 'd_nt_due_preset',
+			label: 'Ticket Due Date:',
+			content: this.getFormMenuSingle({
+				id: 'fe_nt_due_preset',
+				options: config.ui.new_ticket_dues,
+				value: '',
+				// 'data-shrinkwrap': 1
+			})
+		});
+		
 		// tags
 		html += this.getFormRow({
 			id: 'd_eja_tags',
@@ -2476,6 +2489,7 @@ Page.PageUtils = class PageUtils extends Page.Base {
 					action.ticket_type = $('#fe_nt_type').val();
 					action.ticket_assignees = $('#fe_nt_assignees').val();
 					action.ticket_tags = $('#fe_nt_tags').val();
+					action.ticket_due = $('#fe_nt_due_preset').val();
 				break;
 
 				case 'suspend':
@@ -2504,7 +2518,7 @@ Page.PageUtils = class PageUtils extends Page.Base {
 		} ); // Dialog.confirm
 
 		var change_action_type = function(new_type) {
-			$('#d_eja_email, #d_eja_users, #d_eja_body, #d_eja_web_hook, #d_eja_web_hook_text, #d_eja_run_job, #d_eja_target_server, #d_eja_clear_alert, #d_eja_event_params, #d_eja_start_delay, #d_eja_channel, #d_eja_bucket, #d_eja_bucket_sync, #d_eja_bucket_glob, #d_nt_type, #d_nt_assignees, #d_nt_tags, #d_eja_tags, #d_eja_suspend_sources, #d_eja_plugin, #d_eja_plugin_params').hide();
+			$('#d_eja_email, #d_eja_users, #d_eja_body, #d_eja_web_hook, #d_eja_web_hook_text, #d_eja_run_job, #d_eja_target_server, #d_eja_clear_alert, #d_eja_event_params, #d_eja_start_delay, #d_eja_channel, #d_eja_bucket, #d_eja_bucket_sync, #d_eja_bucket_glob, #d_nt_type, #d_nt_assignees, #d_nt_tags, #d_nt_due_preset, #d_eja_tags, #d_eja_suspend_sources, #d_eja_plugin, #d_eja_plugin_params').hide();
 
 			switch (new_type) {
 				case 'email':
@@ -2544,7 +2558,7 @@ Page.PageUtils = class PageUtils extends Page.Base {
 				break;
 
 				case 'ticket':
-					$('#d_nt_type, #d_nt_assignees, #d_nt_tags').show();
+					$('#d_nt_type, #d_nt_assignees, #d_nt_tags, #d_nt_due_preset').show();
 				break;
 
 				case 'suspend':
@@ -2595,7 +2609,7 @@ Page.PageUtils = class PageUtils extends Page.Base {
 		}); // event change
 
 		MultiSelect.init( $('#fe_eja_users, #fe_nt_assignees, #fe_nt_tags, #fe_eja_tags, #fe_eja_suspend_sources') );
-		SingleSelect.init( $('#fe_eja_condition, #fe_eja_type, #fe_eja_event, #fe_eja_channel, #fe_eja_web_hook, #fe_eja_plugin, #fe_eja_bucket, #fe_eja_bucket_sync, #fe_nt_type') );
+		SingleSelect.init( $('#fe_eja_condition, #fe_eja_type, #fe_eja_event, #fe_eja_channel, #fe_eja_web_hook, #fe_eja_plugin, #fe_eja_bucket, #fe_eja_bucket_sync, #fe_nt_type, #fe_nt_due_preset') );
 		RelativeTime.init( $('#fe_eja_start_delay') );
 
 		Dialog.autoResize();

htdocs/js/pages/Tickets.class.js

@@ -667,13 +667,10 @@ Page.Tickets = class Tickets extends Page.PageUtils {
 		html += '</div>';
 		html += '<div class="box_content">';
 
-		this.ticket = {
+		var ticket = this.ticket = deep_copy_object( merge_objects( {
 			status: "open",
-			username: app.username,
 			assignees: [],
-			// due: normalize_time( time_now() + (86400 * config.default_ticket_due_days), { hour:0, min:0, sec:0 } ),
 			due: 0,
-			id: "",
 			type: "change",
 			subject: "",
 			body: "",
@@ -682,7 +679,19 @@ Page.Tickets = class Tickets extends Page.PageUtils {
 			cc: [],
 			notify: [],
 			tags: []
-		};
+		}, app.config.new_ticket_template || {} ) );
+		
+		ticket.id = '';
+		ticket.username = app.username;
+		if (!ticket.due) ticket.due = 0;
+		
+		if (typeof(ticket.due) == 'string') {
+			ticket.due = get_seconds_from_text( ticket.due ) || 0;
+		}
+		if ((typeof(ticket.due) == 'number') && (ticket.due > 0) && (ticket.due < 315360000)) {
+			var due_date = this.formatDateTZ(app.epoch + ticket.due, '[yyyy]-[mm]-[dd]', config.tz);
+			ticket.due = this.parseDateTZ( due_date + ' 00:00:00', config.tz );
+		}
 
 		html += this.get_ticket_edit_html();