WakaStart
FREN
Support & tracking

Ticket management

Track support and development tickets tied to your applications: creation, statuses, comments, attachments and history.

Version v1.02 min read

Ticket management

The WakaStart console includes a ticket-tracking module — bugs, feature requests, tasks, or support requests — tied to an application (App). This is an admin console feature: it is not exposed in the public API consumed by your Wakapps.

Creating a ticket

From an App's ticket list, open the creation form. A ticket includes:

  • Title and description (rich text editor, you can paste images directly into the description).
  • Type: Bug, Feature, Task, or Support.
  • Priority: Urgent, Critical, Normal, Later.
  • Affected environment: Prod, Staging, or Dev, optionally with a version number.
  • Visibility (see below).

Each ticket receives a readable identifier in the form <APP_CODE>-<number> (e.g. ACM-42), assigned sequentially per application.

Statuses

A ticket follows one of 9 possible statuses:

StatusMeaning
LaterReported but not yet scheduled
OpenNew ticket, not yet picked up
In progressCurrently being worked on
QA TestAwaiting quality validation
ReopenedReopened after being closed prematurely
ValidatedFix validated
DoneClosed
RejectedTicket dismissed (not relevant, duplicate, etc.)
IncompleteMissing information needed to work on the ticket

Status, priority, and due date can each be changed independently by authorized users.

Assignment

A ticket can be assigned to an administrator authorized on the App concerned. The list of eligible assignees is computed dynamically based on rights on the application.

Visibility: Waka or Client

Every ticket carries a visibility setting:

  • Waka: visible only to Wakastellar teams.
  • Client: also visible to the concerned client (Customer).

This visibility can be changed after creation by authorized users.

Comments

Each ticket has a comment thread: creating, editing, and deleting a comment are all possible (deletion is logical, never physical — the comment stays tracked platform-side).

Attachments

You can attach files to a ticket (up to 20 attachments per ticket). Each attachment follows this cycle:

  1. Upload request (presigned S3 URL).
  2. File upload, then confirmation.
  3. Automatic background antivirus scan.

[!WARNING] Downloading an attachment is blocked until the antivirus scan clears it as safe. A file detected as infected remains inaccessible for download.

History

Every ticket keeps a history of changes (status, assignment, priority, etc.), with the people involved shown by name rather than by technical identifier.

Deletion

Deleting a ticket is restricted to its author, and remains a logical deletion (the ticket is hidden, not destroyed).

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