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Helpdesk Business Overview

Summary​

The verified business scope is ticket-based employee support: register a need, classify urgency and subject, establish ownership, record work, track service targets, complete the request and retain operational evidence.

Audience​

Employees, service agents, HR administrators, product, QA, security and solution architecture.

Business Purpose​

Create a common support record that gives employees a submission channel and gives service teams a tenant-scoped operational worklist.

Actors​

Employees request assistance; agents own and progress work; administrators configure classifications and policies; product, support and compliance stakeholders govern the operating model.

Business Process​

  1. The requester supplies a title, description, category and priority.
  2. The ticket opens with a due date.
  3. An administrator or agent assigns ownership and records work.
  4. The ticket is resolved and may then be closed or reopened.
  5. Audit, timeline, SLA and report records retain operational context.

Responsibilities​

Requesters should provide accurate information. Agents should maintain assignment, status and appropriate comments. Administrators should govern categories, priorities and SLA policy. Security owners should approve access boundaries before rollout.

Business Rules​

Tickets are tenant-owned; category and priority references are mandatory; status values come from a fixed nine-state model; SLA checks treat five active states as open for breach detection.

Integrations​

Employee self-service passes through the gateway. Attachments use Document Service. Lifecycle events feed Notification Service. Native reporting reads the helpdesk data model. Organization and workflow connections are not verified.

Limitations​

No verified queue model, skills routing, approval chain, knowledge base, satisfaction survey, external customer portal or omnichannel intake exists.

Requires Confirmation​

Service ownership, hours of operation, production category taxonomy, priority definitions, targets, support tiers and escalation duty roster require tenant-specific confirmation.

Source References​

  • microservices/src/helpdesk-service/Domain/HelpdeskEntities.cs
  • microservices/src/helpdesk-service/Api/HelpdeskEndpoints.cs
  • UI/salary-ui/apps/client-hrms-portal/src/pages/admin/OperationsAdminPages.tsx
  • UI/salary-ui/apps/client-hrms-portal/src/ess/EssPages.tsx

Reference Content​

The business scope, actors, process, responsibilities, rules, integrations and gaps above form the verified reference for this page.

See Also​

Keywords​

Helpdesk scope, employee support, service agent, support operations.

Revision Information​

Draft source-backed reference reviewed 2026-07-20; next quarterly review is 2026-10-20.