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IT_Ticket_System/DEPLOYMENT_GUIDE.md
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2026-03-25 11:37:46 -04:00

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TechDesk — IT Ticket System

Complete Deployment & Implementation Guide

Table of Contents

  1. Project Structure
  2. Prerequisites
  3. Server Setup
  4. MySQL Database Setup
  5. Application Deployment
  6. Gunicorn Configuration
  7. Systemd Service
  8. Nginx Configuration
  9. SSL Certificate
  10. First Login & Admin Setup
  11. AI Chatbot Configuration
  12. Email Configuration
  13. Code Change Map
  14. Features Overview
  15. Maintenance & Operations

1. Project Structure

it-ticket-system/
├── run.py                          ← Flask entry point
├── gunicorn.conf.py                ← Gunicorn worker config
├── it-ticket-system.service        ← Systemd unit file
├── nginx.conf                      ← Nginx site config
├── setup_db.sql                    ← MySQL DB + user creation
├── requirements.txt                ← Python dependencies
├── .env.example                    ← Environment variable template
├── config/
│   └── config.py                   ← Flask config classes (Dev/Prod)
├── app/
│   ├── __init__.py                 ← App factory, extension init, seed admin
│   ├── models.py                   ← All SQLAlchemy models
│   ├── routes/
│   │   ├── __init__.py
│   │   ├── auth.py                 ← Login, register, logout, profile
│   │   ├── tickets.py              ← Ticket CRUD, comments, attachments
│   │   ├── admin.py                ← IT/admin management views
│   │   ├── api.py                  ← JSON API + WebSocket events
│   │   └── chatbot.py              ← AI assistant endpoint
│   ├── services/
│   │   ├── __init__.py
│   │   ├── notification_service.py ← Email + in-app + WebSocket notifications
│   │   └── log_service.py          ← Activity log + ticket history helpers
│   └── templates/
│       ├── base.html               ← Sidebar, topbar, chat widget, JS
│       ├── auth/
│       │   ├── login.html
│       │   ├── register.html
│       │   └── profile.html
│       ├── tickets/
│       │   ├── dashboard_employee.html
│       │   ├── dashboard_it.html
│       │   ├── create.html
│       │   ├── list.html
│       │   ├── detail.html
│       │   ├── notifications.html
│       │   ├── knowledge_base.html
│       │   └── kb_article.html
│       └── admin/
│           ├── index.html
│           ├── tickets.html
│           ├── users.html
│           ├── edit_user.html
│           ├── kb_list.html
│           ├── kb_edit.html
│           └── activity_logs.html
└── logs/                           ← Created automatically at runtime

2. Prerequisites

On your Ubuntu 22.04 server, ensure the following are installed:

# Update system
sudo apt update && sudo apt upgrade -y

# Python 3.10+, pip, venv
sudo apt install -y python3 python3-pip python3-venv python3-dev

# MySQL Server
sudo apt install -y mysql-server libmysqlclient-dev

# Nginx
sudo apt install -y nginx

# Certbot (Let's Encrypt SSL)
sudo apt install -y certbot python3-certbot-nginx

# Build tools (needed for some pip packages)
sudo apt install -y build-essential libssl-dev libffi-dev

# (Optional) Git for deployment
sudo apt install -y git

3. Server Setup

3.1 Create Application User & Directory

# Create a dedicated system user
sudo useradd --system --no-create-home --shell /bin/false it-tickets

# Create application directory
sudo mkdir -p /var/www/it-ticket-system
sudo chown it-tickets:www-data /var/www/it-ticket-system
sudo chmod 755 /var/www/it-ticket-system

3.2 Deploy Application Files

# Option A: Clone from your Git repository
sudo -u it-tickets git clone https://your-repo-url.git /var/www/it-ticket-system

# Option B: Upload manually via scp
scp -r ./it-ticket-system/* user@your-server:/var/www/it-ticket-system/

3.3 Create Python Virtual Environment

cd /var/www/it-ticket-system

sudo -u it-tickets python3 -m venv venv
sudo -u it-tickets venv/bin/pip install --upgrade pip
sudo -u it-tickets venv/bin/pip install -r requirements.txt

3.4 Create Upload & Log Directories

sudo -u it-tickets mkdir -p /var/www/it-ticket-system/app/static/uploads
sudo -u it-tickets mkdir -p /var/www/it-ticket-system/logs

# Ensure www-data (nginx) can read uploads
sudo chown -R it-tickets:www-data /var/www/it-ticket-system/app/static/uploads
sudo chmod -R 775 /var/www/it-ticket-system/app/static/uploads

4. MySQL Database Setup

4.1 Secure MySQL Installation

sudo mysql_secure_installation
# Follow prompts: set root password, remove anonymous users,
# disallow remote root login, remove test database.

4.2 Create Database and User

# Run the provided SQL setup script
sudo mysql -u root -p < /var/www/it-ticket-system/setup_db.sql

# Or manually:
sudo mysql -u root -p <<'EOF'
CREATE DATABASE IF NOT EXISTS it_tickets CHARACTER SET utf8mb4 COLLATE utf8mb4_unicode_ci;
CREATE USER IF NOT EXISTS 'it_tickets_user'@'localhost' IDENTIFIED BY 'YOUR_SECURE_PASSWORD';
GRANT SELECT, INSERT, UPDATE, DELETE, CREATE, DROP, INDEX, ALTER, REFERENCES
  ON it_tickets.* TO 'it_tickets_user'@'localhost';
FLUSH PRIVILEGES;
EOF

4.3 Verify Connection

mysql -u it_tickets_user -p it_tickets
# Should connect without errors. Type \q to exit.

5. Application Deployment

5.1 Configure Environment Variables

# Copy the example env file
sudo -u it-tickets cp /var/www/it-ticket-system/.env.example /var/www/it-ticket-system/.env

# Edit with your actual values
sudo nano /var/www/it-ticket-system/.env

Critical values to change in .env:

# Generate a strong secret key:
# python3 -c "import secrets; print(secrets.token_hex(32))" 
SECRET_KEY=your-generated-secret-key

# Database — match what you set in setup_db.sql
DB_PASSWORD=YOUR_SECURE_PASSWORD

# Mail — your SMTP server credentials
MAIL_SERVER=smtp.yourdomain.com
MAIL_USERNAME=ittickets@yourdomain.com
MAIL_PASSWORD=your-email-password
IT_DEPT_EMAIL=it-department@yourdomain.com

# Public URL of your app
APP_BASE_URL=https://tickets.yourdomain.com

# Anthropic API key for AI chatbot
ANTHROPIC_API_KEY=sk-ant-...

# Change default admin password
ADMIN_EMAIL=admin@yourdomain.com
ADMIN_PASSWORD=YourStrongAdminPassword!

5.2 Initialize the Database

The application automatically creates all tables and seeds the admin user on first startup. You can also trigger it manually:

cd /var/www/it-ticket-system
sudo -u it-tickets venv/bin/python -c "
from app import create_app, db
app = create_app('production')
with app.app_context():
    db.create_all()
    print('Database tables created successfully.')
"

5.3 Set File Permissions

# Application files: readable by the app user
sudo find /var/www/it-ticket-system -type f -exec chmod 644 {} \;
sudo find /var/www/it-ticket-system -type d -exec chmod 755 {} \;
sudo chmod 600 /var/www/it-ticket-system/.env
sudo chown it-tickets:it-tickets /var/www/it-ticket-system/.env

# Virtual environment executables
sudo chmod +x /var/www/it-ticket-system/venv/bin/gunicorn
sudo chmod +x /var/www/it-ticket-system/venv/bin/python

6. Gunicorn Configuration

The gunicorn.conf.py file at the project root controls the WSGI server.

Key settings explained:

Setting Value Reason
worker_class eventlet Required for Flask-SocketIO WebSocket support
workers 1 eventlet mandates a single worker
worker_connections 1000 Max concurrent connections per worker
timeout 120 Seconds before killing an unresponsive worker
bind 127.0.0.1:5000 Internal only — nginx proxies publicly

Test Gunicorn manually before enabling the service:

cd /var/www/it-ticket-system
sudo -u it-tickets venv/bin/gunicorn --config gunicorn.conf.py run:app

# You should see: [INFO] Listening at: http://127.0.0.1:5000
# Press Ctrl+C to stop.

7. Systemd Service

7.1 Install the Service

# Copy unit file to systemd
sudo cp /var/www/it-ticket-system/it-ticket-system.service /etc/systemd/system/

# Edit to confirm paths and user match your setup
sudo nano /etc/systemd/system/it-ticket-system.service

Update these lines in the service file if needed:

User=it-tickets
Group=www-data
WorkingDirectory=/var/www/it-ticket-system
EnvironmentFile=/var/www/it-ticket-system/.env
ExecStart=/var/www/it-ticket-system/venv/bin/gunicorn \
          --config gunicorn.conf.py \
          run:app

7.2 Enable and Start the Service

sudo systemctl daemon-reload
sudo systemctl enable it-ticket-system
sudo systemctl start it-ticket-system

# Verify it is running
sudo systemctl status it-ticket-system

7.3 Useful Service Commands

# View live logs
sudo journalctl -u it-ticket-system -f

# Restart after code changes
sudo systemctl restart it-ticket-system

# Stop the service
sudo systemctl stop it-ticket-system

8. Nginx Configuration

8.1 Install Site Configuration

# Copy nginx config
sudo cp /var/www/it-ticket-system/nginx.conf /etc/nginx/sites-available/it-ticket-system

# Edit: replace tickets.yourdomain.com with your actual domain
sudo nano /etc/nginx/sites-available/it-ticket-system

# Enable the site
sudo ln -s /etc/nginx/sites-available/it-ticket-system /etc/nginx/sites-enabled/

# Remove default nginx site (optional)
sudo rm -f /etc/nginx/sites-enabled/default

# Test configuration syntax
sudo nginx -t

# Reload nginx
sudo systemctl reload nginx

8.2 Nginx Tuning (Optional)

Add to /etc/nginx/nginx.conf inside the http {} block:

# Increase for large file uploads
client_max_body_size 20M;

# Gzip compression
gzip on;
gzip_vary on;
gzip_min_length 1000;
gzip_types text/plain text/css application/json application/javascript text/xml;

# Rate limiting
limit_req_zone $binary_remote_addr zone=app:10m rate=30r/m;

9. SSL Certificate

# Obtain Let's Encrypt certificate
sudo certbot --nginx -d tickets.yourdomain.com

# Certbot will automatically update your nginx config with SSL settings.
# Verify auto-renewal:
sudo certbot renew --dry-run

# The nginx.conf provided already has the SSL block commented out.
# After certbot runs, it will populate the ssl_certificate paths automatically.

10. First Login & Admin Setup

  1. Open your browser: https://tickets.yourdomain.com
  2. Log in with the credentials you set in .env:
    • Email: admin@yourdomain.com
    • Password: YourStrongAdminPassword!
  3. Change the admin password immediately via Profile → Change Password.
  4. Navigate to Admin → Users to create IT Staff accounts.
  5. Set their role to it_staff or admin.

Default Roles

Role Capabilities
employee Create tickets, add comments, view own tickets, use chatbot, read KB
it_staff All employee permissions + view/update all tickets, assign tickets, internal notes, manage KB
admin All IT staff permissions + manage users, view full activity logs, deactivate accounts

11. AI Chatbot Configuration

The chatbot uses the Anthropic Claude API (claude-sonnet-4-20250514).

  1. Obtain an API key from console.anthropic.com
  2. Add to .env: 
    ANTHROPIC_API_KEY=sk-ant-api03-...
  3. Restart the service: sudo systemctl restart it-ticket-system

Chatbot capabilities:

  • Conversationally gathers issue details from employees
  • Automatically creates tickets with appropriate category and priority
  • Notifies IT staff immediately upon ticket creation
  • Answers general IT questions without creating tickets
  • Detects critical/urgent language and escalates priority accordingly

If ANTHROPIC_API_KEY is not set, the chatbot gracefully informs users to contact IT directly — the rest of the application continues to function normally.

12. Email Configuration

Gmail / Google Workspace

MAIL_SERVER=smtp.gmail.com
MAIL_PORT=587
MAIL_USE_TLS=True
MAIL_USERNAME=ittickets@yourdomain.com
MAIL_PASSWORD=your-app-password    # Use App Password, not account password

Microsoft 365 / Outlook

MAIL_SERVER=smtp.office365.com
MAIL_PORT=587
MAIL_USE_TLS=True
MAIL_USERNAME=ittickets@yourdomain.com
MAIL_PASSWORD=your-password

Local Postfix (no external relay)

MAIL_SERVER=localhost
MAIL_PORT=25
MAIL_USE_TLS=False
MAIL_USERNAME=
MAIL_PASSWORD=

Email notifications are sent for:

  • New ticket created → IT Department email + all IT staff (in-app)
  • Ticket status changed → Ticket creator
  • Ticket assigned → Assigned IT staff member
  • New comment added → Ticket creator + assignee

If email fails (wrong credentials, network issue), errors are logged silently — the ticket operation still succeeds.

13. Code Change Map

This section documents every file and what was added/changed, as a reference for future modifications.

New Files (All files are new — this is a greenfield application)

File Purpose Key Functions/Routes
run.py Entry point Starts Flask + SocketIO
config/config.py Environment config Config, DevelopmentConfig, ProductionConfig
app/__init__.py App factory create_app(), _seed_admin()
app/models.py Database models User, Ticket, Comment, Attachment, Notification, TicketHistory, ActivityLog, KnowledgeBase
app/routes/auth.py Authentication GET/POST /auth/login, GET/POST /auth/register, GET /auth/logout, GET/POST /auth/profile
app/routes/tickets.py Ticket management GET/POST /tickets/new, GET /tickets, GET/POST /tickets/<id>, POST /tickets/<id>/update, POST /comments/<id>/delete, GET /attachments/<id>, GET/POST /notifications, GET /kb, GET /kb/<id>
app/routes/admin.py Admin/IT views GET /admin/, GET /admin/tickets, GET /admin/users, GET/POST /admin/users/<id>/edit, POST /admin/users/<id>/delete, KB CRUD, GET /admin/logs
app/routes/api.py JSON API + WebSocket GET /api/notifications/unread-count, POST /api/notifications/<id>/read, POST /api/notifications/mark-all-read, GET /api/stats/tickets, Socket events: connect, disconnect, join_ticket, leave_ticket
app/routes/chatbot.py AI assistant POST /chatbot/message
app/services/notification_service.py Notification delivery create_notification(), send_email(), notify_new_ticket(), notify_status_change(), notify_comment_added(), notify_assignment()
app/services/log_service.py Audit logging log_action(), log_ticket_history()
gunicorn.conf.py WSGI server config eventlet worker, bind address, log paths
it-ticket-system.service Systemd unit Auto-start, restart-on-failure
nginx.conf Reverse proxy SSL termination, WebSocket upgrade, static file serving
setup_db.sql DB initialisation Creates database, user, grants

Where Logging (log_action) Is Called

Event File Function Log Action String
User login auth.py login() user_login
User registration auth.py register() user_register
User logout auth.py logout() user_logout
Profile update auth.py profile() user_profile_update
Ticket created tickets.py create_ticket() ticket_create
Ticket updated tickets.py update_ticket() ticket_update
Comment created tickets.py ticket_detail() comment_create
Comment deleted tickets.py delete_comment() comment_delete
Ticket created via chatbot chatbot.py chat() ticket_create_chatbot
Admin edits user admin.py edit_user() admin_user_edit
Admin deactivates user admin.py delete_user() admin_user_deactivate
KB article created admin.py kb_new() kb_create
KB article edited admin.py kb_edit() kb_edit
KB article deleted admin.py kb_delete() kb_delete

14. Features Overview

Employee Features

  • Dashboard — open/active/resolved ticket counts, recent tickets, top KB articles
  • Submit Ticket — form with title, category, priority, location, asset tag, file attachments
  • AI Chatbot — floating chat widget (🤖 button, bottom-right); conversationally creates tickets
  • Ticket Tracking — full ticket detail with comment thread, change history, attachments
  • Notifications — real-time bell (WebSocket) + notification centre page
  • Knowledge Base — self-service articles before submitting a ticket
  • Profile — update name/department/phone, toggle email/web notifications, change password

IT Staff Features

  • IT Dashboard — queue metrics (open/in-progress/pending/resolved), assigned tickets, recent activity
  • All Tickets View — filterable by status, priority, assignment (mine/unassigned/all)
  • Ticket Update Panel — change status, priority, assignee, due date, resolution notes, internal notes
  • Internal Notes — IT-only comments not visible to the employee
  • Ticket History — field-level change log on every ticket
  • Knowledge Base Management — create, edit, publish/unpublish, delete articles

Admin Features

  • User Management — list all users, edit role/department/status, reset passwords, deactivate
  • Activity Log — full audit trail of all create/update/delete actions with IP addresses
  • IT Overview — aggregate stats across all tickets and users

Technical Features

  • Real-time WebSocket — notifications pushed instantly via Flask-SocketIO / eventlet
  • Email Notifications — HTML emails for new tickets, status changes, comments, assignments
  • File Attachments — on tickets and comments; UUID-stored filenames prevent collisions
  • Ticket Numbering — sequential daily format: TKT-20240315-0001
  • Audit Trail — every significant action persisted to activity_logs + ticket_history
  • AI Ticket Creation — chatbot flags ai_generated=True on auto-created tickets

15. Maintenance & Operations

Application Logs

# Application logs (Flask)
tail -f /var/www/it-ticket-system/logs/it_tickets.log

# Gunicorn access log
tail -f /var/www/it-ticket-system/logs/gunicorn_access.log

# Gunicorn error log
tail -f /var/www/it-ticket-system/logs/gunicorn_error.log

# Systemd journal
sudo journalctl -u it-ticket-system -f --since "1 hour ago"

# Nginx logs
sudo tail -f /var/log/nginx/it_tickets_access.log
sudo tail -f /var/log/nginx/it_tickets_error.log

Deploying Code Updates

cd /var/www/it-ticket-system

# Pull latest code
sudo -u it-tickets git pull origin main

# Install any new dependencies
sudo -u it-tickets venv/bin/pip install -r requirements.txt

# Apply database migrations (if you add Flask-Migrate)
# sudo -u it-tickets venv/bin/flask db upgrade

# Restart the service
sudo systemctl restart it-ticket-system
sudo systemctl status it-ticket-system

Database Backup

# Full backup
mysqldump -u it_tickets_user -p it_tickets > backup_$(date +%Y%m%d_%H%M%S).sql

# Automated daily backup via cron (add to root's crontab):
# 0 2 * * * mysqldump -u it_tickets_user -pPASSWORD it_tickets | gzip > /backups/it_tickets_$(date +\%Y\%m\%d).sql.gz

Firewall Configuration

sudo ufw allow 22/tcp    # SSH
sudo ufw allow 80/tcp    # HTTP (redirects to HTTPS)
sudo ufw allow 443/tcp   # HTTPS
sudo ufw deny 5000/tcp   # Block direct Gunicorn access
sudo ufw enable
sudo ufw status

Troubleshooting Quick Reference

Symptom Likely Cause Fix
502 Bad Gateway Gunicorn not running sudo systemctl restart it-ticket-system
WebSocket not connecting nginx missing upgrade headers Verify /socket.io/ location block in nginx.conf
Emails not sending SMTP credentials Check .env MAIL_* values; test with flask shell
Chatbot not responding Missing API key Set ANTHROPIC_API_KEY in .env and restart
File uploads failing Wrong permissions on uploads dir sudo chown -R it-tickets:www-data app/static/uploads
DB connection error Wrong credentials Verify DB_* values in .env match setup_db.sql
Static files 404 Wrong nginx alias Check alias path in nginx /static/ block
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