dropops 1.0.1

DropOps 1.0.1 — First Stable Release

We’re excited to introduce DropOps 1.0.1, a Drupal distribution built for teams responsible for supporting and maintaining websites, applications, and infrastructure across multiple customers.

DropOps turns Drupal into a focused support operations platform, bringing customer management, ticketing, customer support, SLA reporting, time tracking, monitoring, and operational analytics together in one workspace.

🚀 What's Included

Customer & Account Management

Manage customer accounts and keep operational information organized in one place, including:

• Customer profiles and contacts
• Contracts and service tiers
• Account ownership
• Technical context
• Systems and infrastructure
• Incidents, changes, deployments, and maintenance
• Documents and integration mappings

🎫 Integrated Ticketing

DropOps provides a complete support ticket workflow with support for both Drupal-native tickets and optional Jira-backed tickets.

Tickets can move through clear support states including:

• Open
• In Progress
• Waiting for Customer
• Resolved
• Closed

👥 Customer Portal

Customers get their own dedicated /support portal where they can view and manage their support tickets.

The portal is account-scoped and keeps internal support information, notes, and administration functionality separate from the customer experience.

🔗 Jira Integration

DropOps can optionally integrate with Jira Cloud, Server, and Data Center.

The integration supports:

• Ticket synchronization
• Customer organization mappings
• Rich-text conversion
• Webhooks
• Scheduled synchronization
• Writing changes back to Jira

Jira remains the system of record while DropOps provides a local operational view for support teams.

📡 Zabbix Integration

Connect Zabbix monitoring data to the support workflow.

DropOps can:

• Mirror monitoring alerts and hosts
• Correlate related alerts
• Display monitoring information alongside customer data
• Create or escalate support tickets from monitoring events

Zabbix integration is optional and can be enabled when monitoring integration is required.

📊 SLA & Customer Reporting

Generate customer-facing reports covering:

• Ticket activity
• SLA compliance
• Monitoring information
• Contract utilization
• Logged time
• Open work

Reports include editable sections and can be exported as branded PDF documents.

⏱️ Time Tracking & Timesheets

Track support work using start and end times.

Support teams can review and approve timesheets by period, with optional publishing of approved worklogs to Jira.

📈 Analytics Dashboard

Get an operational overview of the support desk with analytics for:

• Ticket flow
• Priorities
• Ticket types
• Unresolved work
• Alert severity
• Contract health
• Engineer workload

🔐 Role-Based Access Control

DropOps includes dedicated roles for:

• Support Engineers
• Support Managers
• Customers

Permissions are designed around the different responsibilities and visibility requirements of each audience.

🛡️ Security-Focused Architecture

The first release is designed with operational security in mind.

• Credentials are not stored in exportable Drupal configuration.
• Access records reference external secrets rather than storing credentials.
• Customer portal access is account-scoped.
• Internal support notes are protected from customer access.

🧠 Built for Support Operations

DropOps is built around three core principles.

Mirror, Never Duplicate

When Jira or Zabbix is the system of record, DropOps maintains a local copy of the relevant data for fast dashboards, reporting, and operational access.

Changes are synchronized back to the upstream system rather than creating competing sources of truth.

No External API Calls During Page Rendering

External systems are synchronized through dedicated scheduled processes.

This keeps the support interface responsive and available even when an external service is temporarily unavailable, while making data freshness explicit.

Gaps Are Visible

Missing mappings and incomplete integration configuration are treated as operational gaps.

DropOps avoids presenting missing information as misleading zero values, helping support teams identify incomplete customer and integration data.

🧩 Drupal-Native

DropOps is delivered as a Drupal distribution consisting of an install profile and six modules.

The distribution provides the core support workflow out of the box, including:

• Customer accounts
• Ticketing
• Customer portal
• Reporting
• Time tracking
• Analytics

It makes extensive use of Drupal's native capabilities, including entities, permissions, configuration, Views, cron, and Drush.

The front end uses React, shadcn/ui, and Vite to provide a modern support workspace.

⚙️ Requirements

DropOps 1.0.1 supports:

• Drupal 10.3
• Drupal 11
• PHP 8.3 or later

The Gin administration theme is required and is the recommended administration theme for DropOps.

🔌 Optional Integrations

DropOps does not require Jira or Zabbix.

The core platform can be installed and used independently for customer management, ticketing, customer portal access, reporting, timesheets, and analytics.

Jira and Zabbix integrations can be enabled later as required.

📦 Getting Started

Install the DropOps distribution to get a ready-to-use support operations workspace.

The core support workflow is available immediately without requiring configuration of an external ticketing or monitoring platform.

External integrations can be configured when your support operation is ready for them.

🎉 First Release

DropOps 1.0.1 establishes the foundation for a Drupal-native support operations platform for digital agencies, managed service providers, and in-house teams managing ongoing support across multiple customer environments.

DropOps is purpose-built for teams that keep other people's sites, applications, and infrastructure running.