🎟️ ResolveOS – Support Ticket Management System

A Role-Based Smart Ticketing Platform (Admin • Support • User)

ResolveOS is a highly scalable, secure, and role-based ticket management system with a React.js frontend and Node.js + Express backend, connected to MongoDB and secured with JWT Authentication.
The platform supports Admin, Support Engineer, and User workflows with a clean permission-driven architecture. 🚀

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⭐ Key Highlights

🔐 Authentication & Authorization

• Secure login & registration using JWT
• Role-based access (user, support, admin)
• Protected routes using middleware
• Admin-only actions like user management & ticket assignment

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🧑‍💻 Admin Features

• View all registered users (excluding passwords)
• View all tickets with assigned user/support details
• Assign tickets to support engineers
• Delete user/support safely
  • Prevents deleting admins
  • Prevents deleting yourself
  • Automatically resets assigned tickets when a support engineer is deleted

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🎧 Support Engineer Features

• View tickets assigned to them
• Update ticket status (open, in-progress, resolved, closed)
• Add comments to tickets
• Collaborate with users via comment threads

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🙋 User Features

• Create new support tickets
• Choose priority & category
• View their own ticket history
• Check ticket status in real time
• Add comments for clarifications
• View complete ticket details with populated user/support/comment info

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🏗️ Tech Stack

Layer	Technology
Frontend / UI	React.js (dynamic & responsive interface)
Backend	Node.js, Express.js
Database	MongoDB + Mongoose
Auth	JWT (JSON Web Tokens)
Security	bcryptjs for hashing passwords
Architecture	MVC Pattern

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🔥 Core Modules

📌 Authentication Module

Handles login, registration, token generation & role-based permissions.

📌 Admin Module

Manages system-level tasks such as assigning tickets & managing users.

📌 Support Module

Allows support engineers to resolve tickets, update statuses, and communicate.

📌 Ticket Module

Handles ticket creation, updates, comments, and retrieval.

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🧠 Middleware System

✔️ protect

Validates JWT and attaches authenticated user to req.user.

✔️ authorizeRoles

Ensures only permitted roles access specific routes.

🔒 Role-wise Access Control

• Admin → manage users, assign tickets
• Support → update statuses, add comments
• User → create & view their own tickets

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🗂️ Database Models

🧍 User Model

• name
• email
• password (hashed)
• role → user | support | admin

🎫 Ticket Model

• title, description
• priority → low | medium | high
• status → open | in-progress | resolved | closed
• category
• user (creator)
• assignedTo (support engineer)
• comments[] with text, sender, timestamp

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🧑‍🤝‍🧑 Team & Contributors

Role	GitHub Username	Name
⭐ Team Leader	@Shruti627	Shruti P. Sangvikar
👨‍💻 Collaborator	@Atharv342	Atharv
👨‍💻 Collaborator	@NinadUbale	Ninad Ubale
👨‍💻 Collaborator	@Sham1718	Sham

✨ Special thanks to all contributors who helped make ResolveOS robust and scalable!

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🚀 Features Summary (Quick Peek)

• 🔒 JWT Auth
• 👥 Three roles with strict permission layers
• 🎫 Ticket lifecycle management
• 💬 Commenting system
• 🛠 Auto-cleanup when deleting users
• 📡 Fully API-driven backend
• ⚙️ Clean & modular MVC architecture
• 💻 React.js frontend for responsive UI

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📄 License

This project is created for academic purposes by the ResolveOS team.
It can be used for learning, research, and non-commercial use only.
© 2025 ResolveOS Team