Helpdesk Ticket Comments
Summary
Comments record author identity, body and an internal/public marker. The reviewed administration action creates internal comments; employee self-service exposes no comment interaction.
Audience
Helpdesk agents, HR administrators, product, QA, support and security.
Business Purpose
Preserve work notes and communication context against the ticket.
Actors
Agents create the currently exposed comments. Requester and assignee are notification audiences for TicketCommentAdded.
Business Process
An operator selects a ticket, enters nonblank text and submits an internal comment. The service appends the comment, writes audit/timeline evidence and queues TicketCommentAdded.
Responsibilities
Agents must keep internal notes appropriate and avoid entering unnecessary sensitive information. Product and security must define whether any public/requester reply capability is intended.
Business Rules
Comment body is required and stored up to 4,000 characters. Author identity falls back through supplied author, tenant user and requester context. The internal marker is accepted from the request without a verified role validation in the endpoint.
Integrations
Notification resolution targets both requester and assignee for comment events. The event does not include the full comment body in the reviewed contract snapshot.
Limitations
No employee comment UI, edit/delete, mention, rich text, visibility enforcement or separate public reply workflow was found. Both requester and assignee notification audiences are selected even for internal-comment events, though the event notes do not contain the body.
Requires Confirmation
Internal-note authorization, whether internal events should notify requesters, content retention, moderation and employee reply design require confirmation.
Source References
microservices/src/helpdesk-service/Domain/HelpdeskEntities.csmicroservices/src/helpdesk-service/Api/HelpdeskEndpoints.csmicroservices/src/notification-service/Application/EventNotificationResolver.csUI/salary-ui/apps/client-hrms-portal/src/pages/admin/OperationsAdminPages.tsx
Reference Content
The comment body, author, internal marker, exposed UI action and event audience above are the verified comment reference.
Related Articles
See Also
Keywords
Ticket comment, internal note, author, visibility, comment notification.
Revision Information
Draft source-backed reference reviewed 2026-07-20; next quarterly review is 2026-10-20.