feat(helpdesk): configure ticket routing profiles

docs/HELPDESK_DOMAIN_BOUNDARY.md

@@ -28,20 +28,37 @@ Internal service desk workflows for IT, facilities, HR, finance, procurement, ac
 - files
 - tasks
 
-## Seed State
+## Implemented Policy Overlay
 
-The current repository state is intentionally small:
+The module persists only tenant configuration:
 
-- module manifest and entry point
-- tenant-level permission definitions
-- manager and viewer role templates
-- documentation topic describing the module boundary
-- Gitea issue workflow templates
-- manifest contract test
+- ordered, active/inactive service profiles
+- ticket-type and priority match criteria
+- canonical queue references
+- per-priority and default service-target minutes
+- immutable, replay-safe configuration history and platform events
 
-No runtime API, database model, migration, WebUI route, or navigation item is registered yet. The first implementation slice should preserve the boundary above and only add user-visible surfaces once the workflow model is clear.
+The administrative API and `/helpdesk` workspace require
+`helpdesk:workspace:admin`. Each save carries an expected revision,
+idempotency key, and explicit change reason. The shared action bar provides
+Reload and New-profile actions, while create/edit dialogs keep dirty state
+local until Save or Cancel.
 
-## First Implementation Slice
+## Ticket Routing Contract
 
-Define Helpdesk queue, SLA, and escalation profiles over `govoplan-tickets`.
-Do not create a second ticket persistence model.
+Helpdesk provides Core's optional `tickets.routing` capability. Tickets sends a
+bounded tenant, ticket, type, priority, title, receive time, optional queue
+hint, and non-secret attributes. Helpdesk evaluates active profiles in sort
+order and returns the first match's queue and calculated service target.
+
+An explicit queue hint narrows matching to that queue. No match is a successful
+result with an explanation; it does not reject or delay Ticket intake. Tickets
+owns the resulting queue and target snapshot, lifecycle, assignment, and
+history. Helpdesk never imports Tickets or persists a second ticket model.
+
+## Data-subject Requests
+
+`privacy.dsar.helpdesk` covers only Helpdesk-owned configuration actor
+attribution. Profiles and their immutable history contain institutional policy,
+not customer ticket data; evidence is retained and any correction is made by a
+new authorized profile revision.