Spike: Implement Service Desk Ticket using Work Items

Problem to solve

Work Items is a framework we want to build service desk tickets on top of. However, it is in the midst of being developed, it's capabilities, work item types it can enable today, is not well-documented and not well understood within the respond team.

We want to try to build a minimum "ticket" work item type to understand what is possible, identify gaps, answer questions, and better inform our iterative plans.

Proposal

Build a ticket with the following components/widgets. This list is just the initial proposal, we can update as we learn more what's available and what is not available.

1. Breadcrumb
2. Title
3. Status
4. Author and create date
5. Description
6. Comments and history
7. Assignee
8. Labels
9. participants

To the engineer working on this ticket, let's setup at minimum a weekly sync/recording on what you learn as you try out the work items framework

Questions to answer

This is a running list

1. Do work items show up on boards or issue lists today? What is necessary to get it to show? In the past, incident (issue type) just showed up everywhere where issues showed up.

It's a tiny backend config change to switch this in either direction. Easy-peasy.

1. Can you define the layout of a work item type?

No. The work item layout is a list of components rendered conditionally, so we can't really manipulate the order of them, just if they render or not.
Alternatives: (1) create whatever new widgets we want and just stick 'em in or (2) compose the work item widgets however using a custom wrapper.

1. What are configurable items within a widget?

The Hierarchy widget allows configuration of a max depth and the type of children. We can add a wrapper layer if we want custom configuration.

1. What are configurable items within a work item?

See #412055 (comment 1398311069) for the full list.

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