{% extends "base.html" %} {% block title %}{{ ticket.ticket_number }}{% endblock %} {% block page_title %}{{ ticket.ticket_number }}{% endblock %} {% block content %}

{{ ticket.title }}

{{ ticket.priority.upper() }} {{ ticket.status.replace('_',' ').upper() }}
{{ ticket.ticket_number }} {{ ticket.creator.full_name }} {% if ticket.filed_by_staff %} Filed by {{ ticket.filed_by_staff.full_name }} {% endif %} {{ ticket.category.replace('_',' ').title() }} {{ ticket.created_at | localtime("%b %d, %Y %H:%M") }} {% if ticket.location %}{{ ticket.location }}{% endif %} {% if ticket.asset_tag %}{{ ticket.asset_tag }}{% endif %} {% if ticket.ai_generated %}AI-generated{% endif %}
Description
{{ ticket.description }}
{% set ticket_atts = ticket.attachments.filter_by(comment_id=None).all() %} {% if ticket_atts %}
Attachments
{% for att in ticket_atts %} {% set ext = att.filename.rsplit('.', 1)[-1].lower() if '.' in att.filename else '' %} {% set is_img = (att.mime_type and att.mime_type.startswith('image/')) or ext in ('png','jpg','jpeg','gif','webp','svg') %} {% if is_img %} {{ att.filename }} {% else %} {{ att.filename }} ({{ (att.file_size/1024)|int }}KB) {% endif %} {% endfor %}
{% endif %} {% if ticket.resolution_notes %}
Resolution Notes
{{ ticket.resolution_notes }}
{% endif %}
Comments ({{ comments|length }})
{% for comment in comments %}
{% if comment.author.avatar_url %} {{ comment.author.full_name[0].upper() }} {% else %} {{ comment.author.full_name[0].upper() }} {% endif %}
{{ comment.author.full_name }} {% if comment.author.is_it_staff %} IT STAFF {% endif %} {% if comment.is_internal %} INTERNAL NOTE {% endif %}
{{ comment.created_at | localtime("%b %d, %Y %H:%M") }} {% if current_user.is_it_staff or comment.author_id == current_user.id %}
{% endif %}
{{ comment.body | safe }}
{% set c_atts = comment.attachments.all() %} {% if c_atts %}
{% for att in c_atts %} {% set ext = att.filename.rsplit('.', 1)[-1].lower() if '.' in att.filename else '' %} {% set is_img = (att.mime_type and att.mime_type.startswith('image/')) or ext in ('png','jpg','jpeg','gif','webp','svg') %} {% if is_img %} {{ att.filename }} {% else %} {{ att.filename }} {% endif %} {% endfor %}
{% endif %}
{% else %}
No comments yet. Be the first to add an update.
{% endfor %}
{% if ticket.status not in ('closed',) %}
Add Comment
{% if current_user.is_it_staff %} {% if canned_responses %}
    {% set ns = namespace(last_cat='') %} {% for r in canned_responses %} {% if r.category and r.category != ns.last_cat %} {% if ns.last_cat %}
    • {% endif %}
  • {{ r.category }}
    • {% set ns.last_cat = r.category %} {% endif %}
    • {% endfor %}
{% endif %}
{% endif %}
{% endif %}
{% if current_user.is_it_staff %}
Update Ticket
{% endif %} {% if current_user.is_it_staff %}
Linked Tickets
{% if linked_tickets %} {% for lnk, other in linked_tickets %}
{{ other.ticket_number }} {{ lnk.link_type.replace('_',' ') }}
{{ other.title }}
{% endfor %} {% else %}

No linked tickets yet.

{% endif %}
{% endif %} {% if not current_user.is_it_staff and linked_tickets %}
Linked Tickets
{% for lnk, other in linked_tickets %}
{{ other.ticket_number }} {{ lnk.link_type.replace('_',' ') }}
{{ other.title }}
{% endfor %}
{% endif %}
Ticket Details
{% macro info_row(icon, label, value) %}
{{ label }}
{{ value | safe }}
{% endmacro %} {{ info_row('bi-hash', 'Number', ''~ticket.ticket_number~'') }} {{ info_row('bi-tag', 'Category', ticket.category.replace('_',' ').title()) }} {{ info_row('bi-person', 'Submitted by', ticket.creator.full_name) }} {% if ticket.filed_by_staff %} {{ info_row('bi-person-badge', 'Filed by (IT)', '' ~ ticket.filed_by_staff.full_name ~ '') }} {% endif %} {{ info_row('bi-person-check', 'Assigned to', ticket.assignee.full_name if ticket.assignee else '—') }} {{ info_row('bi-calendar3', 'Created', ticket.created_at | localtime("%b %d, %Y")) }} {{ info_row('bi-calendar-check', 'Updated', ticket.updated_at | localtime("%b %d, %Y")) }} {% if ticket.due_date %} {% set is_done = ticket.status in ('resolved', 'closed') %} {% set overdue = not is_done and ticket.due_date < now %} {% set due_str = ticket.due_date | localtime("%b %d, %Y") %} {% if is_done %} {% set sla_badge = 'Completed' %} {% elif overdue %} {% set sla_badge = ' Overdue' %} {% else %} {% set sla_badge = 'On track' %} {% endif %} {{ info_row('bi-alarm', 'SLA Due', due_str ~ sla_badge) }} {% endif %} {% if ticket.resolved_at %}{{ info_row('bi-check-circle', 'Resolved', ticket.resolved_at | localtime("%b %d, %Y")) }}{% endif %}
{% if license.tier in ('business', 'enterprise') %}
{% if is_watching %}Watching this ticket{% else %}Not watching{% endif %}
{% endif %} {% if current_user.is_it_staff and license.tier in ('business', 'enterprise') %}
Time Logged {{ (total_minutes // 60) }}h {{ (total_minutes % 60) }}m total
{% if time_entries %}
{% for e in time_entries %}
{{ e.user.full_name.split()[0] }} — {{ e.note or '—' }} {{ e.minutes }}m
{% endfor %}
{% endif %}
{% endif %} {% if ticket.satisfaction %}
Customer Satisfaction
{% if ticket.satisfaction.submitted %}
{% for i in range(ticket.satisfaction.rating) %}★{% endfor %}{% for i in range(5 - ticket.satisfaction.rating) %}★{% endfor %}
Rated {{ ticket.satisfaction.rating }}/5 on {{ ticket.satisfaction.submitted_at | localtime("%b %d, %Y") }}
{% if ticket.satisfaction.comment %}
"{{ ticket.satisfaction.comment }}"
{% endif %} {% else %}
Survey sent — awaiting response
{% endif %}
{% endif %} {% if history %}
Change History
{% for h in history %}
{# ── Field label ── #} {% if h.field_name == 'assigned_to' %} Assigned To {% elif h.field_name == 'status' %} Status {% elif h.field_name == 'priority' %} Priority {% else %} {{ h.field_name.replace('_',' ').title() }} {% endif %} {# ── Values — format status/priority nicely; keep others as-is ── #} {% set old = h.old_value or 'Unassigned' %} {% set new = h.new_value or 'Unassigned' %} {% if h.field_name in ('status', 'priority') %} {% set old = old.replace('_',' ').title() %} {% set new = new.replace('_',' ').title() %} {% endif %} changed from {{ old }} to {{ new }}
by {{ h.changer.full_name }} · {{ h.changed_at | localtime("%b %d %H:%M") }}
{% endfor %}
{% endif %}
{% if ticket.status in ('resolved', 'closed') and (current_user.is_it_staff or ticket.created_by_id == current_user.id) %}
Has this issue returned?
Re-open this ticket to notify IT staff and resume tracking.
{% endif %} {% endblock %} {% block scripts %} {% endblock %}