ORBIT architecture

Stages in this build

  1. Foundation: SQLite repository, ticket engine, REST APIs.
  2. Console UI: intake + command console with EXP / PIP / CHK identity.
  3. Email automation: outbound to [email protected]; customer auto-reply with EXP/PIP/CHK# and understood issue; inbound webhook for replies (new mail opens a ticket + auto-ack).
  4. Enterprise: multi-source ingest (EXSPEEDITE / Pipeline / CheckPoint), Promote to SCR on thefutureexperience.com.

Control model

Every issue gets a product support number: EXP-#N (EXSPEEDITE), PIP-#N (Pipeline), or CHK-#N (CheckPoint). Sequences are independent. An SCR number is added only when support promotes the ticket for a real software change (especially billable) on https://thefutureexperience.com/exp_addscr.php.

Customer auto-reply

When a ticket is opened (intake, ingest, or inbound email) and a customer email is present, EXSPEEDITE Support sends a polite acknowledgment: your support number, keep [EXP-#N] / [PIP-#N] / [CHK-#N] in replies, and here is what we understand the issue to be. Toggle with AUTO_ACK_ENABLED. Loops and internal addresses are skipped. Customer emails never say ORBIT.

API

  • GET /api/health
  • GET/POST /api/tickets
  • GET/PATCH /api/tickets/:id
  • POST /api/tickets/:id/promote
  • POST /api/ingest Bearer source API key
  • POST /api/email/inbound SendGrid Inbound Parse

Deploy target

Built in C:\support. When Scott grants access, upload to https://thefutureexperience.com. MySQL production schema lives in schema/mysql.sql.