State is definitely an important aspect of this, so I like the idea of maintaining that as a separate entity. I especially like the ability to store past states, as in some cases it may be necessary to step backward in the history of an entity in the system. I've been hoping to avoid hardcoding specific subroutines like send_ticket_to_supervisor, but on the other hand, the fact that those are in a distinct "logic" module means that different behavior could be achieved by overriding those methods or writing a new module.

Thanks for your thoughts pdcawley :)