More Details About What the System Does

[omargoher]

Hi,
I’m interested in contributing to this project, but first I want to confirm that I understand the system correctly.

billetsys

What the system is

billetsys is a support ticket platform built for organizations that sell support services to other companies. The system has exactly 5 roles split across two sides: the customer side (2 roles) and the support organization side (3 roles).

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Customer side — people inside client companies

User — opens tickets, writes follow-up messages, attaches files, and monitors progress on their own cases. They cannot see other people's tickets,and cannot assign anyone.

Superuser — a more powerful customer role, like a team lead or internal IT coordinator within the client company. They can see all tickets across their company's scope (not just their own), edit ticket information.

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Support organization side — your staff

TAM (Technical Account Manager) — the relationship layer. Each TAM is assigned to specific customer companies and knows them well. TAMs ensure that customer issues are properly addressed and maintain overall customer satisfaction and awareness. They follow ticket activity across those accounts, create and track tickets, participate in message threads. The TAM's role is coordination and account oversight — not the actual technical fixing.

Support — can create tickets on behalf of customers, assign tickets to support personnel, track TAM involvement, reply to customers, manage attachments, and close resolved cases. They also contribute reusable knowledge (articles) from the solutions they produce.

Admin — the stewardship role. Admins maintain everything the rest of the system depends on: companies, users, categories, entitlements, support levels, and knowledge content.

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[jesperpedersen]

@omargoher You got it !

As we are moving forward with "public" installations then Superuser and TAM will go away - or at least be optional. Think of a "public" installation as public bugzilla/JIRA installation where only bugs are handled.

Is there a specific area you would like to work on ?

[jesperpedersen]

@omargoher Look at #89 - maybe we need another login UI component in the "extensions" projects... so, go through those projects and see if there is a nice login form that we can use that will work with the auth options

[jesperpedersen]

@omargoher Any questions on the core security parts coordinate with @trxvorr

[sksingh2005]

@omargoher welcome !!
Would love to coordinate with you for Keycloak one as I was also going through the docs. Also feel free to suggest changes on the frontend. Looking forward to your contributions.

[jesperpedersen]

@omargoher The UI has been updated

[omargoher]

Okay, I will start for Add is_private field to Installation entity (default = true) , then Create docker-compose.yml to integrate billetsys with Keycloak and the database.