Helpdesk Domain Boundary

Purpose

Internal service desk workflows for IT, facilities, HR, finance, procurement, access requests, assignment, escalation, and resolution tracking.

Owns

helpdesk queue and service-category profiles
SLA and escalation policy profiles
IT/facilities service-desk defaults and reporting vocabulary

Does Not Own

canonical ticket identity, messages, assignment, and resolution state
public ticket intake forms
domain case adjudication
asset inventory

Integration Candidates

tickets
assets
facilities
mail
notifications
workflow
files
tasks

Implemented Policy Overlay

The module persists only tenant configuration:

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

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.

Ticket Routing Contract

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.

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