🎫 IT Helpdesk Ticket Management System

Built with SAP Cloud Application Programming Model (CAP) + Node.js + SQLite

IT Helpdesk application that manages support tickets, agents, and SLAs using SAP CAP framework.

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Features

• ✅ Create & manage support tickets with auto-generated ticket numbers (TKT-2024-00001)
• ✅ Track ticket lifecycle: OPEN → IN_PROGRESS → RESOLVED → CLOSED
• ✅ Priority levels: LOW | MEDIUM | HIGH | CRITICAL
• ✅ Automatic SLA due-date calculation based on category
• ✅ Assign agents, escalate, resolve, close and reopen tickets
• ✅ Comments system (public & internal notes)
• ✅ Full audit trail for every action
• ✅ Dashboard statistics
• ✅ Overdue ticket detection

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Tech Stack

Layer	Technology
Backend Framework	SAP CAP (Cloud Application Programming Model)
Runtime	Node.js
Database (local)	SQLite (via @cap-js/sqlite)
API	OData V4 (auto-generated by CAP)
Testing	Jest + Supertest

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Project Structure

helpdesk-cap/
├── 📁 db/
│   ├── schema.cds              ← Data model (entities, types, enums)
│   └── data/                   ← CSV seed data for local dev
│       ├── helpdesk-Categories.csv
│       ├── helpdesk-Departments.csv
│       ├── helpdesk-Agents.csv
│       ├── helpdesk-Employees.csv
│       └── helpdesk-Tickets.csv
├── 📁 srv/
│   ├── helpdesk-service.cds    ← Service definition (OData endpoints + actions)
│   └── helpdesk-service.js     ← Business logic handlers (Node.js)
├── 📁 test/
│   └── helpdesk.test.js        ← Jest test suite
├── package.json
├── .cdsrc.json
└── README.md

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🚀 Getting Started

Prerequisites

• Node.js 20+
• npm 9+

1. Clone the repo

git clone https://github.com/RameshPrabakar/sap-btp-helpdesk-cap.git
cd sap-btp-helpdesk-cap

2. Install dependencies

npm install

3. Run locally with hot reload

npm run dev

The API is now live at: http://localhost:4004

4. Explore the API

Open your browser and visit:

http://localhost:4004

You'll see all available endpoints:

• /helpdesk → Main helpdesk service
• /admin → Admin management service

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API Reference

OData Endpoints (Auto-generated)

Method	Endpoint	Description
GET	/helpdesk/Tickets	List all tickets
POST	/helpdesk/Tickets	Create new ticket
GET	/helpdesk/Tickets(:ID)	Get single ticket
PATCH	/helpdesk/Tickets(:ID)	Update ticket
GET	/helpdesk/Agents	List active agents
GET	/helpdesk/Categories	List categories
GET	/helpdesk/AuditLogs	View audit trail

Custom Actions

Method	Endpoint	Body	Description
POST	/helpdesk/assignAgent	{ticketID, agentID, remarks}	Assign agent to ticket
POST	/helpdesk/resolveTicket	{ticketID, resolutionNote, agentName}	Mark ticket as resolved
POST	/helpdesk/closeTicket	{ticketID, agentName}	Close a resolved ticket
POST	/helpdesk/escalateTicket	{ticketID, reason, agentName}	Escalate ticket priority
POST	/helpdesk/reopenTicket	{ticketID, reason, agentName}	Reopen resolved/closed ticket
POST	/helpdesk/changePriority	{ticketID, priority, reason}	Change priority

Custom Functions

Method	Endpoint	Description
GET	/helpdesk/getDashboardStats()	Get ticket statistics
GET	/helpdesk/getOverdueTickets()	List overdue tickets
GET	/helpdesk/getAgentTickets(agentID='...')	Tickets assigned to an agent

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Example API Calls

Create a Ticket

curl -X POST http://localhost:4004/helpdesk/Tickets \
  -H "Content-Type: application/json" \
  -d '{
    "title": "Cannot connect to company WiFi",
    "description": "My laptop stopped detecting the office WiFi network after the latest Windows update",
    "priority": "HIGH",
    "category_ID": "cat-0003",
    "department_ID": "dept-0001",
    "reporter_ID": "emp-0001"
  }'

Assign an Agent

curl -X POST http://localhost:4004/helpdesk/assignAgent \
  -H "Content-Type: application/json" \
  -d '{
    "ticketID": "<ticket-uuid>",
    "agentID": "agt-0003",
    "remarks": "Assigning to L2 support for network issues"
  }'

Resolve a Ticket

curl -X POST http://localhost:4004/helpdesk/resolveTicket \
  -H "Content-Type: application/json" \
  -d '{
    "ticketID": "<ticket-uuid>",
    "resolutionNote": "WiFi issue fixed by rolling back the Windows network driver update",
    "agentName": "Mike Chen"
  }'

Get Dashboard Stats

curl http://localhost:4004/helpdesk/getDashboardStats()

Filter Open Critical Tickets

curl "http://localhost:4004/helpdesk/Tickets?\$filter=status eq 'OPEN' and priority eq 'CRITICAL'"

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Running Tests

npm test

Tests cover:

• Ticket creation validation
• OData queries & filters
• Assign agent action
• Resolve & close lifecycle
• Escalation logic
• Dashboard statistics
• Comment creation

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Data Model Overview

Departments ──< Employees ──< Tickets >── Agents
                                │
                            Categories
                                │
                    ┌───────────┴────────────┐
                 Comments              AuditLogs
                 Attachments

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Roadmap (Future Improvements)

• Add React frontend with SAP UI5 Web Components
• Email notifications on ticket assignment/resolution
• SAP HANA Cloud support for production deployment
• Role-based access control (RBAC)
• File attachment upload support
• SLA breach alerts
• Deploy to SAP BTP Cloud Foundry

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Learning Resources

• SAP CAP Official Documentation
• SAP BTP Developer Tutorials
• SAP Learning Portal - CAP Course

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📄 License

MIT License — feel free to use this project for learning and practice.