GM ticket system

Persistence, assignment, application layer, and 4.3.4 / build 15595 networking for WoW-style help tickets. Complements GM Commands (. commands and gossip desk UI).

Goals

• Players open tickets from the client help UI; server persists and responds with SMSG_GM_TICKET_*
• Staff claim, reply, and close; players see replies and can resolve (CMSG_GM_TICKET_RESPONSE_RESOLVE)
• Queue lives in firelands_characters (same DB as characters)

Persistence — gm_ticket table

Defined in sql/18_gm_ticket.sql.

Column	Purpose
id	Stable ticket id
account_id	Player account
character_guid	Owner character (FK characters.guid)
status	See GmTicketStatus in domain/models/GmTicket.h
category	Client category byte
message	Player text
gm_response	Last staff reply
map_id, pos_*	Snapshot at creation
assigned_account_id	Assigned GM or NULL in open queue
created_at, updated_at, assigned_at, closed_at	Audit / FIFO

GmTicketStatus

Status	Meaning
Open	In queue, unassigned
Assigned	assigned_account_id set
GmAnswered	Staff reply stored
ClosedResolved	Player resolved after reply
ClosedAbandoned	Player deleted ticket
ClosedStaff	Staff closed without player resolve

Repository

• Port: domain/repositories/IGmTicketRepository.h
• Adapter: MySqlGmTicketRepository
• TryAssign: atomic UPDATE … WHERE assigned_account_id IS NULL AND status = 0 — requires affected_rows == 1

Business rules

1. One active ticket per character (recommended) — reject duplicate open tickets
2. Queue: ListUnassignedOpen(N) ordered by created_at ASC
3. Claim: GmTicketService::Assign(ticketId, staffAccountId) validates permissions, calls TryAssign
4. Reply: update gm_response, set GmAnswered, send SMSG_GMRESPONSE_RECEIVED
5. Close: staff or player resolve paths update status and timestamps

Application layer

Component	Path
Service	application/services/GmTicketService.*
Handlers	infrastructure/network/sessions/worldsession/WorldSessionGmTicketHandlers.cpp
Packets	GmTicketPackets.cpp
Gossip desk	WorldSessionGmTicketGossip.cpp, GmTicketGossipUi.h

Wired in world/main.cpp: MySqlGmTicketRepository → GmTicketService → WorldSession factory.

Permission: ManageGmTickets (default on Game Master).

Network opcodes (15595)

Constants in shared/network/WorldOpcodes.h (WowPacketParser V4_3_4_15595/Opcodes.cs).

Client → server

Opcode	Value	Role
CMSG_GM_TICKET_CREATE	0x0137	Create ticket
CMSG_GM_TICKET_UPDATE_TEXT	0x0636	Update message
CMSG_GM_TICKET_DELETE_TICKET	0x6B14	Delete / abandon
CMSG_GM_TICKET_GET_TICKET	0x0326	Query current ticket
CMSG_GM_TICKET_GET_SYSTEM_STATUS	0x4205	Queue enabled/disabled
CMSG_GM_TICKET_RESPONSE_RESOLVE	0x6506	Player marks resolved
CMSG_GM_SURVEY_SUBMIT	0x2724	Post-resolution survey

Server → client

Opcode	Value	Role
SMSG_GM_TICKET_CREATE	0x2107	Create result
SMSG_GM_TICKET_UPDATE_TEXT	0x6535	Update result
SMSG_GM_TICKET_DELETE_TICKET	0x6D17	Delete ack
SMSG_GM_TICKET_GET_TICKET	0x2C15	Ticket payload or none
SMSG_GM_TICKET_GET_SYSTEM_STATUS	0x0D35	Enable/disable UI
SMSG_GM_TICKET_STATUS_UPDATE	0x2C25	Queue notification
SMSG_GMRESPONSE_RECEIVED	0x2E34	GM reply to player
SMSG_GMRESPONSE_STATUS_UPDATE	0x0A04	After resolve
SMSG_GMRESPONSE_DB_ERROR	0x0006	Backend error

Important: Do not copy 3.3.5-era layouts. Use WowPacketParser 15595 structs or sniff captures; unit-test fixed hex blobs under tests/data/.

Staff UI

.ticket ui opens a synthetic gossip desk (no NPC). Reserved menu/text ids avoid colliding with world DB gossip. Full UX documented in GM Commands.

Implementation status

• MySqlGmTicketRepository, GmTicketService, core CMSG/SMSG path
• In-game .ticket commands and gossip desk UI
• Reference hyperlink sanitization (optional hardening)

Related

• GM Commands
• Database — gm_ticket table
• Module: Application