Using Cases as a Support Ticket System

Q&A
1

My organization is considering using cases as the basis of a support ticketing system where each case acts as a ticket. I have limited exposure to Bonita and am looking to get feedback on the idea of it.

So far my thinking is I can get open cases/tickets via:
/API/bpm/case?p=0&c=10&f=processDefinitionId=1234&started_by=user

and closed tickets via:
/API/bpm/archivedCase?p=0&c=10&f=processDefinitionId=1234&started_by=user

Cases could be created using the case create rest API and cases already include comment API as well.

  1. Has anyone done this?
  2. How would I go about adding custom fields to the tickets and retrieve them?
  3. I am looking for some guidance in the form of a high level overview of how this could be accomplished by a more experienced Bonita Developer.
1 Like
2

Hello,

Short answer: using Bonita to develop a support ticketing application/system is a valid use case.

Long answer: one of the main best practices is to separate Business Data and Bonita Engine Data. What you are suggesting is considered as a hack because your application relies on the Bonita Engine data (case information) which is not intended for.

  1. It is technically possible but not a great solution
  2. When you separate your Business Data you will be able to choose between the BDM or a external Database, you have complete authority on the schema and the data lifecycle
  3. I advise you to have a look at the pages of this documentation folder