Masterarbeit/QuellCode/CentronERP/docs/features/automatic-helpdesk-creation-templates.md

Automatic Helpdesk Creation Templates

Feature Branch: ral/T-162548-vorlage-autom-ticket-erstellung Implementation Date: 2026-02-12 Status: ✅ Completed

Overview

This feature implements a comprehensive template system for automatic helpdesk ticket creation from orders. Users can now create, save, and manage multiple preset configurations for ticket creation, with one template designated as the standard default.

Table of Contents

1. Features
2. User Interface
3. Technical Implementation
4. Database Schema
5. Architecture
6. Usage Guide
7. Configuration

---

Features

Core Functionality

• ✅ Template Management: Create, save, load, update, and delete ticket creation templates
• ✅ Standard Template: Designate one template as the standard (only one at a time)
• ✅ Auto-Load: Automatically load the last selected template when opening the UI
• ✅ Template Persistence: Selected template is saved and restored across sessions
• ✅ Field Preservation: Form fields remain unchanged during template operations
• ✅ Visual Indicators: Standard templates are displayed in bold with a checkmark icon
• ✅ Template Updates: Automatically update templates when saving settings

New Fields Added

1. Category (Kategorie): Main category for helpdesk tickets
2. CreateSeparateTicketsMode: Choice between Single, Group, or Custom ticket creation
3. OpenAfterwards: Whether to open tickets after creation
4. CreateTicketForAll: Create tickets for all order positions or only those without tickets

---

User Interface

Template Dropdown

Location: Belege → Einstellungen → Bestellung → Automatische Helpdeskfallerstellung → Vorlagen

Components:

• ComboBox with template selection (shows "Keine Vorlage ausgewählt" when none selected)
• Standard templates display with:
  • ✓ Checkmark icon
  • Bold text

Actions:

• Three action buttons:
  1. Als Vorlage speichern: Save current form values as a new template
  2. Als Standard setzen: Set selected template as the standard
  3. Vorlage löschen: Delete selected template

Template Workflow

┌─────────────────────────────────────────────────────────────┐
│ 1. User opens UI                                            │
│    → Last selected template is loaded (if exists)           │
│    → Or standard template is shown (if no previous selection)│
└─────────────────────────────────────────────────────────────┘
                          ↓
┌─────────────────────────────────────────────────────────────┐
│ 2. User selects a template                                  │
│    → All form fields are populated with template values     │
└─────────────────────────────────────────────────────────────┘
                          ↓
┌─────────────────────────────────────────────────────────────┐
│ 3. User modifies fields                                     │
│    → Form values change                                      │
└─────────────────────────────────────────────────────────────┘
                          ↓
┌─────────────────────────────────────────────────────────────┐
│ 4. User clicks "Speichern"                                  │
│    → ApplicationSettings are saved                          │
│    → Selected template is updated with new values           │
│    → Template selection is persisted                        │
└─────────────────────────────────────────────────────────────┘

Field Clearing

When "Keine" (none) is selected in the template dropdown:

• All form fields are cleared to default/empty values
• User can manually fill in values
• Clicking "Speichern" saves only to ApplicationSettings (no template update)

---

Technical Implementation

Backend Components

1. Database Script

File: ScriptMethod11751.cs

Creates the HelpdeskCreationTemplate table with:

• All template configuration fields
• Standard tracking columns (CreatedByI3D, CreatedDate, ChangedByI3D, ChangedDate, IsDeleted, DeletedByI3D, DeletedDate)
• Indexes on IsStandard and IsDeleted for performance

ScriptHelpers.AddTableIfNotExists("HelpdeskCreationTemplate",
    ("Name", "nvarchar(255)", false, null),
    ("IsStandard", "bit", false, "0"),
    ("TypeI3D", "int", true, null),
    ("CategoryI3D", "int", true, null),
    // ... additional fields
);

2. Entity Class

File: HelpdeskCreationTemplate.cs

public class HelpdeskCreationTemplate : BaseEntity
{
    public virtual string Name { get; set; }
    public virtual bool IsStandard { get; set; }
    public virtual int? TypeI3D { get; set; }
    public virtual int? CategoryI3D { get; set; }
    // ... additional properties
}

3. NHibernate Mapping

File: HelpdeskCreationTemplateMaps.cs

FluentNHibernate mapping with proper nullability and column lengths.

4. Data Transfer Object

File: HelpdeskCreationTemplateDTO.cs

[DataContract]
public class HelpdeskCreationTemplateDTO
{
    [DataMember]
    public int I3D { get; set; }

    [DataMember]
    public string Name { get; set; }

    [DataMember]
    public bool IsStandard { get; set; }
    // ... additional properties
}

5. Business Logic

File: HelpdeskCreationTemplateBL.cs

Key methods:

• GetTemplateByI3D(int i3D): Retrieve template by ID
• GetAllTemplates(): Get all active templates
• GetStandardTemplate(): Get the standard template
• SaveTemplate(entity, currentUserI3D): Create or update template
• DeleteTemplate(templateI3D, currentUserI3D): Soft delete template
• SetStandardTemplate(templateI3D, currentUserI3D): Set as standard (ensures only one)

Business Rules:

• Only one template can be marked as standard at a time
• Cannot delete the standard template
• Soft delete pattern (sets IsDeleted = true)

6. Web Service Layer

File: HelpdeskCreationTemplateWebServiceBL.cs

Handles DTO ↔ Entity conversion and delegates to BL.

7. Logic Interfaces

Files: ITicketLogic.cs, BLTicketLogic.cs, WSTicketLogic.cs

Added methods:

Task<Result<List<HelpdeskCreationTemplateDTO>>> GetAllHelpdeskCreationTemplates();
Task<Result<HelpdeskCreationTemplateDTO>> GetHelpdeskCreationTemplateByI3D(int templateI3D);
Task<Result<HelpdeskCreationTemplateDTO>> GetStandardHelpdeskCreationTemplate();
Task<Result<HelpdeskCreationTemplateDTO>> SaveHelpdeskCreationTemplate(HelpdeskCreationTemplateDTO template);
Task<Result> DeleteHelpdeskCreationTemplate(int templateI3D);
Task<Result> SetStandardHelpdeskCreationTemplate(int templateI3D);

Frontend Components

1. ViewModel

File: AutoHelpdeskCreationOrderSettingsViewModel.cs

Properties:

public ObservableCollection<HelpdeskCreationTemplateDTO> Templates { get; set; }
public HelpdeskCreationTemplateDTO SelectedTemplate { get; set; }
private bool _isLoadingTemplate; // Flag to prevent unwanted form reloads

Commands:

• SaveTemplateCommand: Save current form values as a new template
• DeleteTemplateCommand: Delete selected template
• SetStandardTemplateCommand: Set selected template as standard

Key Methods:

• LoadTemplates(): Load all templates from database
• LoadTemplateIntoForm(template): Populate form fields from template
• SaveAsTemplate(name, isStandard): Create new template from form values
• ClearAllFields(): Clear all form fields when "Keine" is selected
• SaveSettings(settings): Save to ApplicationSettings and update selected template

Important Implementation Details:

1. Field Preservation: Uses _isLoadingTemplate flag to prevent LoadTemplateIntoForm() or ClearAllFields() from being called during template operations.

2. Template Updates on Save: When saving settings with a template selected, automatically updates the template with current form values.

3. Template Selection Persistence:

   • On load: Retrieves saved template ID from ApplicationSettings and selects it
   • On save: Persists currently selected template ID

2. View (XAML)

File: AutoHelpdeskCreationOrderSettingsView.xaml

Template Section:

<dxlc:LayoutGroup Header="Vorlagen" View="GroupBox" Orientation="Vertical">
    <dxlc:LayoutItem Label="Vorlage: ">
        <dxe:ComboBoxEdit ItemsSource="{Binding Templates}"
                          SelectedItem="{Binding SelectedTemplate}"
                          DisplayMember="Name"
                          NullText="(Keine Vorlage ausgewählt)">
            <dxe:ComboBoxEdit.ItemTemplate>
                <DataTemplate>
                    <StackPanel Orientation="Horizontal">
                        <!-- Checkmark icon for standard template -->
                        <Image Visibility="{Binding IsStandard, Converter={...}}"/>

                        <!-- Template name (bold if standard) -->
                        <TextBlock Text="{Binding Name}">
                            <TextBlock.Style>
                                <Style TargetType="TextBlock">
                                    <Style.Triggers>
                                        <DataTrigger Binding="{Binding IsStandard}" Value="True">
                                            <Setter Property="FontWeight" Value="Bold"/>
                                        </DataTrigger>
                                    </Style.Triggers>
                                </Style>
                            </TextBlock.Style>
                        </TextBlock>
                    </StackPanel>
                </DataTemplate>
            </dxe:ComboBoxEdit.ItemTemplate>
        </dxe:ComboBoxEdit>
    </dxlc:LayoutItem>

    <!-- Action buttons -->
    <dxlc:LayoutItem>
        <StackPanel Orientation="Horizontal" HorizontalAlignment="Right">
            <dx:SimpleButton Content="Als Vorlage speichern"
                             Command="{Binding SaveTemplateCommand}"/>
            <dx:SimpleButton Content="Als Standard setzen"
                             Command="{Binding SetStandardTemplateCommand}"
                             IsEnabled="{Binding SelectedTemplate, ...}"/>
            <dx:SimpleButton Content="Vorlage löschen"
                             Command="{Binding DeleteTemplateCommand}"
                             IsEnabled="{Binding SelectedTemplate, ...}"/>
        </StackPanel>
    </dxlc:LayoutItem>
</dxlc:LayoutGroup>

New Fields Section:

<dxlc:LayoutGroup Header="Aktionen einstellung" View="GroupBox">
    <!-- CreateTicketForAll checkbox -->
    <dxe:CheckEdit Content="Für jeden Artikel ein Ticket erstellen"
                   EditValue="{Binding CreateTicketForAll}"/>

    <!-- SendEmailToProcessor checkbox -->
    <dxe:CheckEdit Content="E-Mail an Bearbeiter"
                   EditValue="{Binding SendEmailToProcessor}"/>

    <!-- OpenAfterwards checkbox -->
    <dxe:CheckEdit Content="Tickets nach Erstellung öffnen"
                   EditValue="{Binding OpenAfterwards}"/>

    <!-- CreateSeparateTicketsMode icon selection -->
    <dxlc:LayoutItem Label="Ticket einzeln erstellen: ">
        <StackPanel Orientation="Horizontal">
            <!-- Yes/Single option -->
            <dxe:CheckEdit IsChecked="{Binding CreateSeparateTicketsMode,
                                               Converter={StaticResource EnumToBooleanConverter},
                                               ConverterParameter={x:Static createTickets:CreateTicketsMode.Single}}">
                <dxe:CheckEdit.Content>
                    <StackPanel Orientation="Vertical">
                        <Image Source="{dx:DXImageOffice2013 Image=Apply_32x32.png}"/>
                        <TextBlock Text="Ja"/>
                    </StackPanel>
                </dxe:CheckEdit.Content>
            </dxe:CheckEdit>

            <!-- No/Group option -->
            <dxe:CheckEdit IsChecked="{Binding CreateSeparateTicketsMode,
                                               Converter={StaticResource EnumToBooleanConverter},
                                               ConverterParameter={x:Static createTickets:CreateTicketsMode.Group}}">
                <dxe:CheckEdit.Content>
                    <StackPanel Orientation="Vertical">
                        <Image Source="{dx:DXImageOffice2013 Image=Cancel_32x32.png}"/>
                        <TextBlock Text="Nein"/>
                    </StackPanel>
                </dxe:CheckEdit.Content>
            </dxe:CheckEdit>

            <!-- Custom option -->
            <dxe:CheckEdit IsChecked="{Binding CreateSeparateTicketsMode,
                                               Converter={StaticResource EnumToBooleanConverter},
                                               ConverterParameter={x:Static createTickets:CreateTicketsMode.Custom}}">
                <dxe:CheckEdit.Content>
                    <StackPanel Orientation="Vertical">
                        <Image Source="{dx:DXImageOffice2013 Image=Properties_32x32.png}"/>
                        <TextBlock Text="Eigen"/>
                    </StackPanel>
                </dxe:CheckEdit.Content>
            </dxe:CheckEdit>
        </StackPanel>
    </dxlc:LayoutItem>
</dxlc:LayoutGroup>

<dxlc:LayoutGroup Header="Fallbackwerte" View="GroupBox">
    <!-- Category dropdown -->
    <dxlc:LayoutItem Label="Kategorie: ">
        <dxe:ComboBoxEdit ItemsSource="{Binding HelpdeskCategories}"
                          SelectedItem="{Binding SelectedMainCategory}"
                          DisplayMember="Name"/>
    </dxlc:LayoutItem>

    <!-- Existing fields: Type, Bearbeiter, Priorität, etc. -->
</dxlc:LayoutGroup>

ApplicationSettings

New Settings Added

ID	Name	Type	Description
10441	AutomHelpdeskCategoryI3D	int	Main category I3D for automatic helpdesk creation
10442	AutomHelpdeskCreateSeparateTicketsMode	int	Create separate tickets mode (0=Single, 1=Group, 2=Custom)
10443	AutomHelpdeskOpenAfterwards	bool	Whether to open tickets after creation
10444	AutomHelpdeskCreateTicketForAll	bool	Create tickets for all positions or only those without tickets
10445	AutomHelpdeskSelectedTemplateI3D	int	I3D of selected template (0 = no template)

Files Modified

1. ApplicationSettingID.cs: Added enum entries with XML documentation
2. ApplicationSettingDefinitions.cs: Added English descriptions
3. ReceiptSettingsDTO.cs: Added properties with [DataMember] attributes
4. ReceiptWebServiceBL.cs: Added load/save logic in four locations:
   • Settings load list
   • Settings load logic
   • Settings update list
   • Settings update logic

---

Database Schema

Table: HelpdeskCreationTemplate

Column	Type	Nullable	Description
I3D	int	No	Primary key (IDENTITY)
Name	nvarchar(255)	No	Template name
IsStandard	bit	No	Whether this is the standard template
TypeI3D	int	Yes	Helpdesk type I3D
CategoryI3D	int	Yes	Main category I3D
SubCategory1I3D	int	Yes	Sub-category 1 I3D
SubCategory2I3D	int	Yes	Sub-category 2 I3D
PriorityI3D	int	Yes	Priority I3D
StatusI3D	int	Yes	Status I3D
ProcessorI3D	int	Yes	Processor (Bearbeiter) employee I3D
ResponsiblePersonI3D	int	Yes	Responsible person employee I3D
AdditionalText1	nvarchar(max)	Yes	Additional text 1
AdditionalText2	nvarchar(max)	Yes	Additional text 2
SendEmailToProcessor	bit	No	Send email to processor flag
CreateTicketForAll	bit	No	Create ticket for all positions flag
CreateSeparateTicketsMode	int	No	Separate tickets mode (0/1/2)
OpenAfterwards	bit	No	Open after creation flag
OnlyInternal	bit	No	Only internal visibility flag
CreatedByI3D	int	Yes	Created by user I3D
CreatedDate	datetime2(2)	Yes	Creation timestamp
ChangedByI3D	int	Yes	Last modified by user I3D
ChangedDate	datetime2(2)	Yes	Last modification timestamp
IsDeleted	bit	No	Soft delete flag
DeletedByI3D	int	Yes	Deleted by user I3D
DeletedDate	datetime2(2)	Yes	Deletion timestamp

Indexes:

• Primary key on I3D
• Index on IsStandard (performance optimization for finding standard template)
• Index on IsDeleted (performance optimization for filtering active templates)

---

Architecture

Layered Architecture

┌─────────────────────────────────────────────────────────────┐
│                    WPF UI Layer                             │
│  AutoHelpdeskCreationOrderSettingsView (XAML)              │
│  AutoHelpdeskCreationOrderSettingsViewModel (C#)           │
└─────────────────────────────────────────────────────────────┘
                          ↓
                  ClassContainer.Instance
                          ↓
┌─────────────────────────────────────────────────────────────┐
│                  Logic Interface Layer                      │
│  ITicketLogic (Interface)                                   │
│    ├─ BLTicketLogic (SQL Connection)                       │
│    └─ WSTicketLogic (REST API Connection)                  │
└─────────────────────────────────────────────────────────────┘
                          ↓
┌─────────────────────────────────────────────────────────────┐
│              Web Service Business Logic                     │
│  HelpdeskCreationTemplateWebServiceBL                      │
│    - DTO ↔ Entity conversion                               │
│    - Delegates to BL                                        │
└─────────────────────────────────────────────────────────────┘
                          ↓
┌─────────────────────────────────────────────────────────────┐
│                  Business Logic Layer                       │
│  HelpdeskCreationTemplateBL                                │
│    - Business rules enforcement                             │
│    - Data validation                                        │
│    - Standard template management                           │
└─────────────────────────────────────────────────────────────┘
                          ↓
┌─────────────────────────────────────────────────────────────┐
│                  Data Access Layer                          │
│  DAOSession / NHibernate                                    │
│    - HelpdeskCreationTemplateMaps (FluentNHibernate)      │
│    - HelpdeskCreationTemplate (Entity)                     │
└─────────────────────────────────────────────────────────────┘
                          ↓
┌─────────────────────────────────────────────────────────────┐
│                      Database                               │
│  SQL Server 2019+                                           │
│    - HelpdeskCreationTemplate table                        │
└─────────────────────────────────────────────────────────────┘

Design Patterns Used

1. MVVM (Model-View-ViewModel): Separation of UI and business logic
2. Result Pattern: Result<T> for error handling
3. Repository Pattern: DAO layer with NHibernate
4. DTO Pattern: Data transfer between layers
5. Command Pattern: DelegateCommand for UI actions
6. Soft Delete Pattern: IsDeleted flag instead of physical deletion
7. Singleton Pattern: ClassContainer for dependency injection
8. Observer Pattern: INotifyPropertyChanged for data binding

---

Usage Guide

Creating a New Template

1. Fill in all desired values in the form
2. Click "Als Vorlage speichern"
3. Enter a template name
4. Choose whether to set it as standard
5. Click OK
6. Template is saved and automatically selected

Loading a Template

1. Select template from dropdown
2. All form fields populate with template values
3. Modify fields as needed
4. Click "Speichern" to save changes (updates both ApplicationSettings AND the template)

Setting a Template as Standard

1. Select template from dropdown
2. Click "Als Standard setzen"
3. Template is marked as standard (only one template can be standard)
4. Standard template displays with checkmark icon and bold text

Deleting a Template

1. Select template from dropdown
2. Click "Vorlage löschen"
3. Confirm deletion
4. Template is soft-deleted (marked as IsDeleted = true)
5. Note: Cannot delete the standard template

Updating a Template

1. Select template from dropdown
2. Modify form fields
3. Click "Speichern" (main save button)
4. Template is automatically updated with new values

Clearing Fields

1. Select "Keine" from the dropdown
2. All form fields are cleared
3. Manually enter values
4. Click "Speichern" to save only to ApplicationSettings (no template)

---

Configuration

Dialog Settings

All dialogs use the codebase standard pattern:

// Input dialog
var result = await CentronApplication.Instance.DialogManager.ShowInputDialog(
    title,
    new InputDialogOptions { ... }
);

// Confirmation dialog
await CentronApplication.Instance.DialogManager.ShowConfirmationDialog(
    message,
    title
);

// Choice dialog
var choice = await CentronApplication.Instance.DialogManager.ShowDialog(
    message,
    title,
    "Button1",
    "Button2"
);

Enum Values

CreateTicketsMode

public enum CreateTicketsMode
{
    Single = 0,   // Create separate ticket for each position
    Group = 1,    // Create one ticket for all positions
    Custom = 2    // User selects which positions get tickets
}

---

Testing Scenarios

Test Case 1: First Time User

• Given: User opens settings for the first time
• When: UI loads
• Then: No template selected, fields show ApplicationSettings values

Test Case 2: Saved Template Exists

• Given: User previously selected template ID 5
• When: UI loads
• Then: Template ID 5 is selected in dropdown, fields show ApplicationSettings values

Test Case 3: Saved Template Deleted

• Given: User previously selected template ID 5, but it was deleted
• When: UI loads
• Then: Dropdown shows "Keine", fields show ApplicationSettings values

Test Case 4: Create Template

• Given: User fills form with values
• When: User clicks "Als Vorlage speichern" and enters name
• Then: New template created, automatically selected, fields unchanged

Test Case 5: Update Template

• Given: User has template selected, modifies fields
• When: User clicks "Speichern"
• Then: ApplicationSettings saved, template updated, fields unchanged, template stays selected

Test Case 6: Delete Template

• Given: User has template selected
• When: User clicks "Vorlage löschen" and confirms
• Then: Template soft-deleted, dropdown shows "Keine", fields unchanged

Test Case 7: Set Standard

• Given: User has template selected (not standard)
• When: User clicks "Als Standard setzen"
• Then: Template marked as standard, displays bold with checkmark, fields unchanged

Test Case 8: Clear Fields

• Given: User has template selected with values
• When: User selects "Keine" from dropdown
• Then: All fields cleared, ready for manual entry

---

Known Limitations

1. Standard Template Deletion: Cannot delete a template marked as standard (must set another template as standard first)
2. Single Standard: Only one template can be marked as standard at a time
3. Soft Delete: Deleted templates remain in database with IsDeleted = true

---

Future Enhancements

Potential improvements for future versions:

1. Template Export/Import: Export templates to file for sharing between systems
2. Template Versioning: Track template changes over time
3. User-Specific Templates: Allow users to have private templates
4. Template Categories: Organize templates into categories
5. Template Permissions: Control who can create/edit/delete templates
6. Bulk Template Operations: Apply template to multiple orders at once
7. Template Statistics: Track how often each template is used

---

Migration Notes

Upgrading from Previous Version

1. Database: ScriptMethod11751 runs automatically during update
2. ApplicationSettings: New settings are auto-created on first access
3. Existing Data: All existing automatic ticket creation settings remain intact
4. Templates: Start with empty template list (users create as needed)

Rollback Considerations

If rollback is needed:

• ApplicationSettings remain (no data loss)
• HelpdeskCreationTemplate table can be safely dropped
• No impact on existing ticket creation functionality

---

Support and Troubleshooting

Common Issues

Issue: Template name disappears after saving Solution: Fixed - template now updates in-place without losing reference

Issue: Fields clear when setting template as standard Solution: Fixed - _isLoadingTemplate flag prevents unwanted clearing

Issue: Cannot update template Solution: Fixed - main "Speichern" button now updates selected template

Issue: Template not loading on UI open Solution: Verify ApplicationSettingID 10445 contains valid template I3D

Debug Tips

1. Check HelpdeskCreationTemplate table for template data
2. Verify ApplicationSettings table for setting ID 10445
3. Check _isLoadingTemplate flag state during operations
4. Verify Templates ObservableCollection contains templates
5. Check SelectedTemplate property value

---

Code Review Checklist

• ✅ Result pattern used consistently
• ✅ Soft delete pattern implemented
• ✅ Standard tracking columns present
• ✅ UTF-8 with BOM encoding for C# files
• ✅ German localization for UI text
• ✅ English descriptions for ApplicationSettings
• ✅ NHibernate mappings correct
• ✅ Business logic in BL layer (not UI)
• ✅ DTO conversion in WebServiceBL
• ✅ Dialog patterns follow codebase standards
• ✅ MVVM pattern properly implemented
• ✅ Commands use DelegateCommand
• ✅ ObservableCollection for data binding
• ✅ Proper disposal of ClassContainer instances
• ✅ Async/await used correctly
• ✅ Error handling with Result pattern
• ✅ No hardcoded strings (use LocalizedStrings)

---

Related Documentation

• ApplicationSettings Pattern
• Dialog Manager Usage
• MVVM Guidelines
• Database Script Creation
• NHibernate Best Practices

---

Version History

Version	Date	Changes
1.0.0	2026-02-12	Initial implementation with full template system

---

Contributors

• Developer: Implementation of template system and UI
• Code Review: Verified patterns and architecture
• Testing: User acceptance testing

---

End of Documentation