## Help desk: tickets, agents, messages and service levels
<enumset name="TicketStatus">
<enum value="new">New</enum>
<enum value="inProgress">In progress</enum>
<enum value="closed">Closed</enum>
</enumset>
<enumset name="Priority">
<enum value="low">Low</enum>
<enum value="normal">Normal</enum>
<enum value="urgent">Urgent</enum>
</enumset>

Category @Configuration order="name"
   name d r
   responseHours integer r "Response_time_(hours)"

Ticket @Support order="id desc" defaultlisting="mine" noremove="noremove"
   <subset name="mine" order="id desc">
   <condition field="requester" value="User:find(userId)" />
   </subset>
   <subset name="assignedToMe" order="priority desc">
   <condition field="assignee" value="User:find(userId)" />
   <condition field="status" value="'inProgress'" />
   </subset>
   <subset name="unassigned" order="id">
   <condition field="assignee" isnull="isnull" />
   </subset>
   <listing name="mine">
   <tab name="mine" label="My tickets" subset="mine" />
   </listing>
   <listing name="agent" noadd="noadd">
   <tab name="unassigned" label="Unassigned" subset="unassigned" displayactions="assign" />
   <tab name="assignedToMe" label="Assigned to me" subset="assignedToMe" displayactions="close" />
   <tab name="all" label="All" />
   </listing>
   <filter name="category" property="category" display="primary" />
   <filter name="priority" property="priority" display="primary" />
   <action name="assign" label="Assign" type="relatedentity" entity="AssignTickets" location="listing" defaultset="forTickets" />
   <action name="close" label="Close" type="relatedentity" entity="CloseTicket" location="local,form" defaultset="forTicket" />
   subject d r
   category Category ds r
   priority enum enumset="Priority" ds default="normal"
   requester User ds fixed default="User:find(userId)"
   assignee User ds fixed
   status enum enumset="TicketStatus" ds default="new" fixed
   openedAt datetime fixed default="now"
   description text r
   attachment file
   <embeddedlisting name="messages" entity="Message" subset="forTicket" subsetparams="." defaultset="newForTicket" defaultsetparams="." />

Message @ order="sentAt"
   <subset name="forTicket" order="sentAt">
   <param name="ticket" entity="Ticket" />
   <condition field="ticket" value="ticket" />
   </subset>
   <defaultset name="newForTicket">
   <param name="ticket" entity="Ticket" />
   <default name="ticket" value="ticket" />
   </defaultset>
   ticket Ticket hidden
   author User ds fixed default="User:find(userId)"
   sentAt datetime ds fixed default="now"
   body d text r
   internal boolean "Internal_note"

AssignTickets @ transient
   <defaultset name="forTickets">
   <param name="tickets" entity="Ticket" collection="set" />
   <default name="tickets" value="tickets" />
   </defaultset>
   tickets Ticket set fixed
   assignee User r

CloseTicket @ transient
   <defaultset name="forTicket">
   <param name="ticket" entity="Ticket" />
   <default name="ticket" value="ticket" />
   </defaultset>
   ticket Ticket fixed
   resolution text r

User @Administration order="username"
   username d r
   fullName ds r
   email r
   active boolean default="true"