GOTRS Roadmap

Our development roadmap outlines the planned features and improvements for GOTRS.

🚀 Current Status (October 2025)

• Major Milestone: MySQL Compatibility Achieved
• ✅ Database schema exists (OTRS-compatible)
• ✅ Admin UI modules display (functionality varies)
• ✅ Authentication works (root@localhost once you run make synthesize)
• ✅ FULL MYSQL COMPATIBILITY - Fixed all placeholder conversion issues
• ✅ Agent/tickets endpoint working without database errors
• 🟡 Ticket functionality limited (agent lists default to “Not Closed” and skip closed states; customer flows still pending)
• ✅ Agent ticket creation workflow live (full create UI, backend validation, and closed-state-aware defaults)
• ✅ Agent lifecycle controls live (state changes, reassignment, priority updates); customer-facing flows still pending
• ✅ Ticket numbering parity with OTRS (all generation strategies implemented and validated)
• ✅ Ticket article engine live (internal/external replies, time tracking UI, tested workflows)
• ✅ Ticket Zoom history & links tabs render via HTMX/Pongo2 fragments (empty-state friendly; MariaDB placeholder issues resolved)
• 🛠 Pending automations: SLA-driven auto-close, SLA reminder timers, pluggable notification backend (Toast UI shipped, email/SMS next)
• ❌ No customer portal
• ❌ No email integration

✅ Phase 1: Foundation (August 10-17, 2025) - COMPLETE

• Database: OTRS-compatible schema implementation
• Infrastructure: Docker/Podman containerization
• Backend Core: Go server with Gin framework
• Frontend: HTMX + Alpine.js (server-side rendering)
• Authentication: JWT-based auth system

✅ Phase 2: Schema Management Revolution (August 18-27, 2025) - COMPLETE

• Baseline Schema System: Replaced 28 migrations with single initialization
• OTRS Import: MySQL to PostgreSQL conversion tools
• Dynamic Credentials: make synthesize for secure password generation
• Repository Cleanup: 228MB of unnecessary files removed
• Documentation Update: Valkey port change (6380→6388), removed React references

✅ Phase 2.5: MySQL Compatibility Layer (August 29, 2025) - COMPLETE

• Critical Achievement: Full MySQL database compatibility restored
• Database Abstraction: Fixed 500+ SQL placeholder conversion errors
• ConvertPlaceholders Pattern: Established mandatory database access pattern
• OTRS MySQL Integration: System now connects to live OTRS MySQL databases
• Zero Placeholder Errors: Eliminated all “$1” MySQL syntax errors
• Testing Protocol: Database access patterns validated against both PostgreSQL and MySQL

⚠️ Phase 3: Admin Interface - PARTIALLY COMPLETE

Admin Modules Reality Check (August 28, 2025):

• 🟡 Users Management - UI exists, functionality unknown
• 🟡 Groups Management - UI exists, functionality unknown
• ❌ Customer Users - 404 error
• 🟡 Customer Companies - UI exists, functionality unknown
• 🟡 Queues - UI exists, functionality unknown
• 🟡 Priorities - UI exists, functionality unknown
• 🟡 States - UI exists, functionality unknown
• 🟡 Types - UI exists, core list/create/update/delete wired; test-mode fallbacks added
• 🟡 SLA Management - UI exists, functionality unknown
• ❌ Services - 404 error
• 🟡 Lookups - UI exists, functionality unknown
• ❌ Roles/Permissions matrix - Not implemented
• ❌ Dynamic Fields - Not implemented
• ❌ Templates - Not implemented
• ❌ Signatures/Salutations - Not implemented

Note: “UI exists” means the page loads with authentication, actual CRUD functionality not verified

🔧 Phase 4: Database Abstraction Layer - IN PROGRESS (October 2025)

Critical for True OTRS Compatibility

Why This Matters:

• Current import only handles 11 of 116 OTRS tables
• Cannot truly claim “100% OTRS compatible” without full schema support
• OTRS uses XML schema definitions with database-specific drivers
• We need similar abstraction but with modern YAML approach

Architecture Decisions (October 2025 draft):

1. YAML over XML: 50% less verbose, easier to maintain
2. Pure Driver Pattern: No hybrid model, clean separation
3. Universal Migration: Support any source to any target
4. SQL Dump Support: Import from files, not just live databases

Timeline: December 29, 2025 - January 5, 2026

🎯 Realistic MVP Timeline (Starting Now)

Week 1: Core Ticket System (Current Priority)

Must Have - Without this, nothing else matters:

• Implement ticket creation API (remove TODO stubs)
• Create ticket submission form UI
• Display ticket list (agent view) — minimal fallback for tests
• Default ticket lists to “Not Closed” with backend closed-state filtering
• Basic ticket detail view (Ticket Zoom test-mode fallback, handler wiring)
• Generate proper ticket numbers (OTRS-compatible generators for Random, Date, SystemID verified)

Week 2: Ticket Management

• Article/comment system with internal/external replies, time tracking UI, and tested lifecycle
• Ticket status updates
• Agent assignment functionality
• Queue transfer capability
• Basic search functionality — UI/API search with pagination (tests passing)

Week 3: Customer Features

• Customer portal login
• Customer ticket submission form
• View own tickets
• Add replies to own tickets
• Email notifications (basic)

Week 4: Testing & Stabilization

• Fix critical bugs discovered in weeks 1-3
• Basic integration tests
• Performance verification
• Documentation of working features
• Deploy to staging environment

🚀 MVP Target: January 2026

• Agents can manage tickets
• Customers can submit and track tickets
• Basic email notifications work
• System is stable enough for pilot users

📊 Honest Current Metrics (October 2025)

Percentages reflect currently shipped agent-facing functionality. Customer-facing work and automations remain in progress.

🔮 Post-MVP Roadmap (Aspirational)

Phase 1: Stabilization (Q1 2026)

• Complete all admin modules to production quality
• Comprehensive test coverage (80%+)
• Performance optimization for 1000+ concurrent users
• Full email integration (inbound and outbound)
• Complete API documentation
• OTRS migration tools tested with real data

Phase 2: Enhancement (Q2-Q3 2026)

• Advanced reporting and analytics
• Workflow automation engine
• Knowledge base integration
• Multi-language support (i18n)
• REST API v2 with GraphQL
• Kubernetes deployment manifests

Phase 3: Innovation (2026+)

• Mobile applications (iOS/Android)
• AI-powered ticket classification and routing
• Predictive analytics for SLA management
• Plugin marketplace for extensions
• Enterprise integrations (Salesforce, ServiceNow, Slack)
• Cloud/SaaS offering

Note: These are aspirational goals contingent on achieving a stable MVP first

Get Involved

Want to influence the roadmap? Join our community and share your feedback!