Ticket Management System (CLI)

A command-line based Ticket Management System built with Java, designed for educational institutions to manage support tickets between students, staff, and administrators.

📋 Table of Contents

Features
Tech Stack
Architecture
Project Structure
Prerequisites
Installation
Usage
Default Credentials
User Roles & Permissions
Design Patterns
Database Schema
Contributing
License

Features

Student Features

Register new account
Login/Logout
Forgot password recovery
Create support tickets
View tickets by status (Open, Closed, Resolved, On Hold)
View notifications

Staff Features

Login/Logout
View assigned tickets
Change ticket status
Resolve tickets
Close tickets
View notifications

Admin Features

Login/Logout
Register new staff members
Register new students
Manage users (update/delete)
Create tickets on behalf of users
Assign tickets to staff
Change ticket priority
Change ticket status
Resolve/Close/Delete tickets
Send notifications to users (individual, by role, or all)
View all tickets with filters

Tech Stack

Technology	Version	Purpose
Java	25	Core programming language
Maven	3.x	Build automation & dependency management
SQLite	3.51.1.0	Embedded database
JUnit 5	5.10.1	Unit testing framework

Architecture

The application follows a layered architecture with clear separation of concerns:

┌─────────────────────────────────────┐
│           UI Layer (Pages)          │
│   LoginPage, DashboardPages, etc.   │
├─────────────────────────────────────┤
│          Service Layer              │
│  UserService, TicketService, etc.   │
├─────────────────────────────────────┤
│         Repository Layer            │
│  UserRepo, TicketRepo, NotifRepo    │
├─────────────────────────────────────┤
│          Database Layer             │
│      SQLite (DBConnection)          │
└─────────────────────────────────────┘

Project Structure

ticket-management-system-cli/
├── pom.xml                          # Maven configuration
├── README.md                        # Project documentation
└── src/
    ├── main/
    │   ├── java/com/junaidsultan/
    │   │   ├── Application.java     # Main entry point
    │   │   ├── config/
    │   │   │   └── DBConnection.java
    │   │   ├── entity/
    │   │   │   ├── User.java
    │   │   │   ├── Ticket.java
    │   │   │   └── Notification.java
    │   │   ├── enums/
    │   │   │   ├── Role.java        # STUDENT, STAFF, ADMIN
    │   │   │   ├── Priority.java    # LOW, MEDIUM, HIGH
    │   │   │   └── Status.java      # OPEN, RESOLVED, CLOSED, ON_HOLD
    │   │   ├── repository/
    │   │   │   ├── BaseRepository.java
    │   │   │   ├── IUserRepository.java
    │   │   │   ├── ITicketRepository.java
    │   │   │   ├── INotificationRepository.java
    │   │   │   ├── UserRepository.java
    │   │   │   ├── TicketRepository.java
    │   │   │   └── NotificationRepository.java
    │   │   ├── service/
    │   │   │   ├── IUserService.java
    │   │   │   ├── ITicketService.java
    │   │   │   ├── INotificationService.java
    │   │   │   ├── UserService.java
    │   │   │   ├── TicketService.java
    │   │   │   ├── NotificationService.java
    │   │   │   └── ServiceLocator.java
    │   │   ├── util/
    │   │   │   ├── PasswordUtil.java
    │   │   │   └── DatabaseSeeder.java
    │   │   └── ui/
    │   │       ├── core/
    │   │       │   ├── input/InputReader.java
    │   │       │   ├── panels/
    │   │       │   └── screen/Screen.java
    │   │       ├── dashboards/
    │   │       │   ├── admin/
    │   │       │   ├── auth/
    │   │       │   ├── shared/
    │   │       │   ├── staff/
    │   │       │   └── student/
    │   │       ├── scene_manager/
    │   │       │   ├── Page.java
    │   │       │   └── Session.java
    │   │       └── shared/
    │   │           └── DisplayHelper.java
    │   └── resources/
    └── test/
        └── java/com/junaidsultan/

Prerequisites

Java 25 or higher (with preview features enabled)
Maven 3.6+
Terminal/Command Prompt with UTF-8 support (optional, for best display)

Installation

Clone the repository

git clone https://github.com/yourusername/ticket-management-system-cli.git
cd ticket-management-system-cli

Build the project
```
mvn clean install
```

Run the application

mvn exec:java -Dexec.mainClass="com.junaidsultan.Application"

Or compile and run directly:

mvn clean compile
java --enable-preview -cp target/classes com.junaidsultan.Application

Usage

Starting the Application

When you start the application, you'll see the login screen:

========================================
      TICKET MANAGEMENT SYSTEM
========================================

1. Login
2. Register (Student)
3. Forgot Password
0. Exit

Select option:

Navigation

Enter the number corresponding to your choice
Press 0 to go back or exit
Follow on-screen prompts for input

Creating a Ticket (Student)

Login with student credentials
Select "Create Ticket" from the dashboard
Enter ticket title
Enter ticket description
Select priority (LOW, MEDIUM, HIGH)

Managing Tickets (Staff/Admin)

Login with staff/admin credentials
View assigned/all tickets
Select a ticket to view details
Choose an action (Change Status, Resolve, Close, etc.)

Default Credentials

The database is seeded with test accounts on first run:

Role	Username	Password
Admin	`admin`	`admin123`
Staff	`staff1`	`staff123`
Student	`student1`	`student123`

Note: These are for testing purposes. Change them in production.

User Roles & Permissions

Student

Permission	Allowed
Create Ticket	✓
View Own Tickets	✓
View Notifications	✓
Reset Password	✓

Staff

Permission	Allowed
View Assigned Tickets	✓
Change Ticket Status	✓
Resolve Tickets	✓
Close Tickets	✓
View Notifications	✓

Admin

Permission	Allowed
All Staff Permissions	✓
Register Staff/Students	✓
Manage Users	✓
Delete Tickets	✓
Assign Tickets	✓
Change Priority	✓
Send Notifications	✓
View All Tickets	✓

Design Patterns

This project implements several design patterns for maintainability and scalability:

1. Repository Pattern

Abstracts data access logic, providing a clean API for CRUD operations.

public interface IUserRepository extends BaseRepository<User> {
    Optional<User> findByUsername(String username);
    List<User> findByRole(Role role);
}

2. Service Layer Pattern

Encapsulates business logic separate from data access and presentation.

public interface ITicketService {
    Ticket createTicket(String title, String description, Priority priority, String createdBy);
    boolean assignToStaff(String ticketId, String staffId);
}

3. Service Locator Pattern

Provides a central registry for service instances (lightweight dependency injection).

ServiceLocator.getInstance().getTicketService();

4. State/Strategy Pattern (Page Navigation)

Each page implements the Page interface, allowing dynamic navigation.

public interface Page {
    Page show(Screen screen, InputReader input);
}

5. Singleton Pattern

Used for database connection and service locator.

DBConnection.getInstance().getConnection();

Database Schema

Users Table

Column	Type	Description
id	TEXT	Primary key (UUID)
username	TEXT	Unique username
email	TEXT	Unique email
name	TEXT	Full name
password_hash	TEXT	Hashed password with salt
role	TEXT	STUDENT, STAFF, or ADMIN

Tickets Table

Column	Type	Description
id	TEXT	Primary key (UUID)
title	TEXT	Ticket title
description	TEXT	Ticket description
status	TEXT	OPEN, RESOLVED, CLOSED, ON_HOLD
priority	TEXT	LOW, MEDIUM, HIGH
created_by	TEXT	User ID of creator
assigned_to	TEXT	User ID of assignee (nullable)
created_at	TEXT	ISO timestamp
updated_at	TEXT	ISO timestamp

Notifications Table

Column	Type	Description
id	TEXT	Primary key (UUID)
receiver_id	TEXT	User ID of recipient
title	TEXT	Notification title
message	TEXT	Notification content
is_read	INTEGER	0 = unread, 1 = read
created_by	TEXT	User ID of sender
created_at	TEXT	ISO timestamp

Security

Password Hashing: SHA-256 with random 16-byte salt
Password Storage: Base64 encoded as salt:hash
Session Management: In-memory session tracking

Contributing

Fork the repository
Create a feature branch (git checkout -b feature/amazing-feature)
Commit your changes (git commit -m 'Add amazing feature')
Push to the branch (git push origin feature/amazing-feature)
Open a Pull Request

License

This project is licensed under the MIT License - see the LICENSE file for details.

Author: Junaid Sultan
Version: 1.0.0
Last Updated: January 2026

Name		Name	Last commit message	Last commit date
Latest commit History 19 Commits
.idea		.idea
src		src
.gitignore		.gitignore
README.md		README.md
pom.xml		pom.xml
tms.db		tms.db

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