Ticket types and forms

Type tree and routing

Create types within one product, up to three levels. A parent type can remain selectable even when it has children, provided it has an active current form. Customers choose the type, not a template or version. Routing uses the nearest routed ancestor, then the tenant default team; a routed team must belong to the same tenant and be available to the product.

Each product has a hidden unclassified fallback for valid inbound messages without a confident type selection. It is not customer-selectable or deletable. Tenant administrators can author reusable preset trees; product administrators copy an active subtree into a product. Copies have no live preset linkage.

Immutable versions

A type owns at most one form series. Every save creates the next version and makes it current immediately; there is no draft/publication stage. Field keys, option values, validation and conditions form the submission contract.

Previously current versions remain valid for already-open customer forms until explicitly invalidated. Invalidation is irreversible and needs an audited reason; the active current version cannot be invalidated. Reverting a form means copying an earlier version into a new version, not editing an old row.

Tickets pin the selected type ID, submitted form version and type-path snapshot. Renaming, moving or archiving configuration never rewrites historical rendering. Archive/restore replaces physical deletion. A parent with active children cannot be archived, and archived types/forms are not offered for new submissions.

For API intake, send ticketTypeId, templateVersionId, subject, content and the form's metadata values. The server checks product ownership, version validity, required fields and conditions before routing or persistence.

Internal operational states

Boolean or finite-select states belong to one exact product type. They are ToB-only, not customer form metadata. Every ticket-state value change writes an internal_state_changed history record. Archiving a definition preserves old values for reading but prevents further changes using that definition.

Use product languages to translate display labels without changing keys, values, conditions or historical submissions.