Capstone Ticket System

Internal notes are where agents talk about a ticket without the requester seeing it, so they can't leak anywhere. Hiding them on the ticket page wasn't enough, because search excerpts, comment counts, and the activity feed could all reveal them too. I ended up building the search document at query time from only the content the current user is allowed to see, and filtering everything else on the server before it's sent.

Every ticket change, like a new status or assignee, is written together with a history entry in one transaction, with the ticket row locked while it changes. That way a failed history entry also undoes the change, and two people editing the same ticket can't overwrite each other. Later, a friend testing it pointed out that one line per change made phone users scroll too much, so the timeline now groups changes made by the same person close together while still keeping each one as its own row in the database.

My professor wanted file attachments, but doing them properly means a second place where data lives, with its own access rules and backups. I didn't have enough time to build and test that to the same standard as the rest of the project, so I wrote up how I would add them instead, using private Azure Blob Storage, attachments that inherit the visibility of their ticket or note, and changes to the backup plan.