uniTicket

Django Unified Ticket System è un sistema software di ticketing ed helpdesk per il tracciamento e la digitalizzazione dei flussi di richieste e documentali.

Principali caratteristiche:

• Multi Tenant. Un unico sistema a supporto di diversi uffici e aree organizzative;
• Possibilità di trasferire e condividere ticket tra differenti uffici/aree;
• Possibilità di aggiungere clausole di consenso da accettare prima di aprire un ticket;
• Interdipendenza tra ticket;
• Lista di attività atomiche per ogni ticket, per guidare l’utente nel processo di lavorazione ed evasione;
• Form builder, possibilità di creare i moduli di inserimento per ogni categoria di ticket;
• Campi di input personalzzati, campi complessi e Django Formsets configurabili tramite widget;
• Gestione allegati firmati digitalmente (PDF e P7M), con controllo e validazione dell’integrità dei dati;
• Chat e videoconferenza per operatori e utenti;
• Report di riepilogo via email che include la lista dei ticket pendenti agli operatori;
• JQuery Datatables integrato, per una gestione Ajax con processamento lato server dei dati, per ottime performance;
• Template grafico Bootstrap Italia (Linee Guida di Design pe la P.A.) reponsive per una esperienza di navigazione ottimale anche sui dispositivi mobili;
• Integazione SAML2 SSO (pySAML2);

Documentazione ufficiale su readthedocs per installazione e utilizzo del software.

uniTicket

Django Unified Ticket System Is a support software that let us manage tickets and generic submission modules with our user. Featurset:

• Multi Tenant. Multiple office and organizational areas support in a single, unified, system;
• Possibility to transfer and share tickets between different office/areas;
• Possibility to add data consent or agreement submission before a ticket being created;
• Ticket interdependencies;
• Todo list for every ticket, to follow user to do things before submission;
• Custom fields, custom complex field, custom multi row (table) fields with configurable fancy widgets;
• Pdf and p7m signed fields, with validation on data integrity (attachment);
• Chat and videoconference for operators and users;
• Report summary via email about pending tickets to office's operators;
• datatables ajax server side processing, very good performances on mobile device;
• Bootstrap Italia responsive template for a better mobile experience;
• SAML2 SSO integration (pySAML2);

Consult the Official Documentation at readthedocs for usage specifications and advanced topics.

Gallery

Image 1: Example of user dashboard

Image 2: Example of manager dashboard

Docker Image

# please do not use standard distribution package
# apt install docker docker.io docker-compose

# use official docker repositories instead
apt-get install docker-ce docker-ce-cli containerd.io

cd uniTicket

# build the containers and run them
# sudo docker-compose up

# build without composer
docker image build --tag uniticket:v1 .

# Run on localhost:8000
docker run -t -i -p 8000:8000 --name uniticket uniticket:v1

Docker Container

docker ps

# get state and id of containers
docker container ls

# get a terminal into a running container
docker container exec -it b075a1193428 /bin/bash

# list changed file in the container
docker container diff b075a1193428
# install and mofiy things with apt/vi ...
# commit changes in a new image (don't do this is you haven't yet created a registry, see next chapter)
docker container commit ab7e1c57b31a uniticket:v1.2

# backup and restore an image
docker save uniticket:v1.2 -o uniticket.v1.2.docker.img
docker image load -i uniticket.v1.2.docker.img

# resource live statistics about a container
docker container stats b075a1193428

# inspect container environemnt
docker container inspect b075a1193428

# display running processes in the container
docker container top b075a1193428

Docker Swarm

Single node Docker swarm [health check WiP]

# create the swam
docker swarm init

# create a registry is swarm is composed by more then one node ...
# exec registry as an app on localhost
docker run -d -p 5000:5000 --restart=always --name registry registry:2
# tag a local docker image by its uid in the registry
docker tag 46c4806e5d61 localhost:5000/uniticket
# upload it
docker push localhost:5000/uniticket

# create a service
docker service create --name="uniticket" --publish 8000:8000/tcp --replicas 2 localhost:5000/uniticket

# see status
docker service ps uniticket --no-trunc

# see wich network (gateway) is associated to the service
docker network ls
docker network inspect uniticket_default

# connect your browser to http://172.18.0.1:8000 ...

# update a service with a new image (HA failed, 5 seconds od downtime registered here... still need to implement an health check)
docker service update --image uniticket:v1.2 --health-cmd "curl --fail http://localhost:8000/ || exit 1" --health-interval=5s --health-timeout=3s --health-retries=2 uniticket

Production Setup

After the following actions being made, copy and adapt the production configurations that you found in uwsgi_setup/ folder.

apt install python3-dev python3-pip libmagic-dev
pip3 install virtualenv
virtualenv -ppython3 uniticket.env
source uniticket.env/bin/activate
git clone https://github.com/UniversitaDellaCalabria/uniTicket.git uniticket
cd uniticket

# CONFIGURATION
# create your project settings
cat uni_ticket_project/settingslocal.py.example > uni_ticket_project/settingslocal.py

# edit settings ...
# set DEBUG=False

# create your MysqlDB
export USER='thatuser'
export PASS='thatpassword'
export HOST='%'
export DB='uniticket'

# tested on Debian 10
sudo mysql -u root -e "\
CREATE USER IF NOT EXISTS '${USER}'@'${HOST}' IDENTIFIED BY '${PASS}';\
CREATE DATABASE IF NOT EXISTS ${DB} CHARACTER SET = 'utf8' COLLATE = 'utf8_general_ci';\
GRANT ALL PRIVILEGES ON ${DB}.* TO '${USER}'@'${HOST}';"

# that's for saml2 (not mandatory, can even disable djangosaml2 in settings.INSTALLED_APPS)
cat saml2_sp/settings.py.example > saml2_sp/settings.py

# if you don't use unical templates or derivates create a symbolic link to a default base template
ln -s /absolute/path/DEV/uniTicket/env/lib/python3.8/site-packages/bootstrap_italia_template/templates/bootstrap-italia-base.html  templates/base-setup.html

# create generic certificates
pushd saml2_sp/saml2_config/certificates
openssl req -nodes -new -x509 -newkey rsa:2048  -days 3650 -keyout key.pem -out cert.pem
popd
# END CONFIGURATION

pip3 install -r requirements.txt
pip3 install uwsgi

sudo apt install mariadb-server libmariadbclient-dev
sudo apt install poppler-utils xmlsec1 gobject-introspection
sudo apt install supervisor

./manage.py migrate
./manage.py compilemessages
./manage.py collectstatic
./manage.py createsuperuser
./manage.py runserver

# if everything works, the big part is done!

Load example data

./manage.py loaddata dumps/example_conf.json

• Manager user (username: user1 / password: secret1!)
• Operator user (username: user2 / password: secret2!)