65 lines
2.1 KiB
Markdown
65 lines
2.1 KiB
Markdown
# Helpdesk Domain Boundary
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## Purpose
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Internal service desk workflows for IT, facilities, HR, finance, procurement, access requests, assignment, escalation, and resolution tracking.
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## Owns
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- helpdesk queue and service-category profiles
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- SLA and escalation policy profiles
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- IT/facilities service-desk defaults and reporting vocabulary
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## Does Not Own
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- canonical ticket identity, messages, assignment, and resolution state
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- public ticket intake forms
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- domain case adjudication
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- asset inventory
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## Integration Candidates
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- tickets
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- assets
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- facilities
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- mail
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- notifications
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- workflow
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- files
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- tasks
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## Implemented Policy Overlay
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The module persists only tenant configuration:
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- ordered, active/inactive service profiles
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- ticket-type and priority match criteria
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- canonical queue references
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- per-priority and default service-target minutes
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- immutable, replay-safe configuration history and platform events
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The administrative API and `/helpdesk` workspace require
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`helpdesk:workspace:admin`. Each save carries an expected revision,
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idempotency key, and explicit change reason. The shared action bar provides
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Reload and New-profile actions, while create/edit dialogs keep dirty state
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local until Save or Cancel.
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## Ticket Routing Contract
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Helpdesk provides Core's optional `tickets.routing` capability. Tickets sends a
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bounded tenant, ticket, type, priority, title, receive time, optional queue
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hint, and non-secret attributes. Helpdesk evaluates active profiles in sort
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order and returns the first match's queue and calculated service target.
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An explicit queue hint narrows matching to that queue. No match is a successful
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result with an explanation; it does not reject or delay Ticket intake. Tickets
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owns the resulting queue and target snapshot, lifecycle, assignment, and
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history. Helpdesk never imports Tickets or persists a second ticket model.
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## Data-subject Requests
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`privacy.dsar.helpdesk` covers only Helpdesk-owned configuration actor
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attribution. Profiles and their immutable history contain institutional policy,
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not customer ticket data; evidence is retained and any correction is made by a
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new authorized profile revision.
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