Create a help ticket
Create your own ticket in Reports and feedback from an authenticated session. The ticket is sent with a type, title, description, optional active context and up to 5 already uploaded attachments, and stays open for follow-up.
In this article
Use this guide when an authenticated user needs to report an incident, an improvement or a query from the app. Creation does not require support permissions: the ticket is associated with the user who sends it.
The form uses the app's active context. If Harbor Demo Group and Harbor Soho are selected, the ticket will be sent with that context; if there is no active organisation or location, it can be sent without additional context.
Attachments are not uploaded as binaries in `POST /api/app/me/reports`. They are first uploaded from the Attachments block and the ticket stores their `file_id`.
Before you start
- Have a session signed in to the app.
- Be able to open the user menu and enter Reports and feedback.
- If the ticket must be associated with Harbor Demo Group or Harbor Soho, work with that context active and with an accepted membership.
- If files are going to be attached, upload them from Attachments before sending the ticket.
Instructions
- 1.
Open Reports and feedback
From the user menu, enter Reports and feedback. In My tickets, press New ticket to open the form; you can also reach `/my-reports/new` directly within an authenticated session.
- 2.
Review the active context
Check the form's context summary. The ticket will use the organisation and location selected in the app; this screen does not allow choosing another context.
- 3.
Choose the ticket type
Select `bug`, `improvement` or `other`. The screen starts on `bug` by default, but the type can be changed before sending.
- 4.
Fill in the title and description
Write a clear title and a description sufficient for support to understand the case. The app trims leading and trailing whitespace before sending.
- 5.
Add optional attachments
Use Attachments to provide screenshots, documents or supporting text. Each file is first uploaded with `POST /api/app/files`; the ticket only stores the references returned.
- 6.
Send the ticket
Press Send ticket. The app blocks the button while sending or while attachments are uploading, creates the ticket in the `open` state and opens the detail of the newly created ticket.
- 7.
Check the follow-up
In the detail, review the title, status, context and initial message. That first message is rebuilt from the ticket's description and attachments.
Validations and limits
- The title is mandatory.
- The type is mandatory and the backend only accepts `bug`, `improvement` or `other`.
- The description is mandatory and must be at least 10 characters long.
- Sending is not possible while an attachment is uploading or has ended in error.
- At most 5 attachments are allowed, at 10 MB per file, as images, PDF, Word or `text/plain`.
- If an organisation or location is sent, the user must have an `accepted` membership in that context.
- `POST /api/app/me/reports` requires an authenticated session and only receives `attachment_file_ids`, not binaries.
Expected result
The ticket is created in the `open` state, with no resolution date, the My tickets list is updated and support users with `user-reports:manage` receive a notification where applicable.