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Scratchpad — Ticket Bundling
Links / Context
- Mockup: merge/bundle modal + ticket list bundling toggle (provided in prompt)
- Architecture overview:
docs/architecture/overview.md - Ticket UI:
server/src/components/tickets/TicketingDashboardContainer.tsx,server/src/components/tickets/ticket/TicketDetails.tsx - Ticket model:
server/src/lib/models/ticket.tsx - Notification system:
server/src/lib/notifications/email.ts
Working Notes
- Existing UI mock uses “Merge Tickets” language and includes a checkbox to “Link Child Tickets to Master & Sync Updates” — plan treats this as a mode selector with sensible defaults and tenant policy overrides.
- Proposed schema for MVP keeps bundling simple via
tickets.master_ticket_id+ticket_bundle_settingskeyed by master ticket to store bundle-level behavior.
Decisions (Draft)
- Prefer “bundle” semantics over destructive merges: child tickets remain addressable and retain source/requester context.
- UI terminology: Bundle.
- Default mode: sync_updates.
- Child workflow fields (status/assignment/priority): locked by default.
- Default customer notification scope for master public updates: all child requesters.
- Bundle membership: allow cross-client bundling within a tenant (e.g., outage bundles); UI should warn/indicate “multiple clients”.
- Inbound child replies surface on master as view-only (aggregated), not duplicated onto the master ticket.
- Sync updates do not include internal notes (internal notes stay on master).
- On bundle creation, children keep their current status; workflow fields are locked by default.
- De-duplicate internal notifications: notify on master event, not on each mirrored child event.
Open Questions (Needs Answers)
- Should “reopen on reply” reopen only the master or also the child ticket(s)?
- For cross-client bundles, should “Email all affected requesters” require an extra confirmation step by default?
Commands
- Validate plan JSON:
python scripts/validate_plan.py ee/docs/plans/2026-01-04-ticket-bundling