Helpdesk Employee Self-Service
Summary
The employee page provides a title/description/category/priority form and a ticket-history list showing title, category, priority, status and due date. Source review identifies material contract and data-scope limitations.
Audience
Employees, HR administrators, product, QA, support and security reviewers.
Business Purpose
Allow an authenticated employee to request assistance and observe progress without using the agent administration surface.
Actors
The employee creates and views requests; the gateway carries tenant/user context; the helpdesk service stores tickets; agents process them.
Business Process
Responsibilities
Employees supply meaningful request content. Implementers must protect requester data and align the page/service contract. Security owners must verify authorization before rollout.
Business Rules
The client requires nonblank title and description. Navigation visibility uses self-service helpdesk permission. The service itself requires category and priority identifiers and tenant context.
Integrations
The page calls the gateway employee-helpdesk boundary, which forwards to the extracted Helpdesk Service. The employee dashboard also derives an open-ticket count from the returned list.
Limitations
The form sends category/priority text while the service creation contract expects identifiers. The list forwarding does not add a requester filter, and the service list is tenant-scoped rather than requester-scoped; therefore a user may receive tenant-wide tickets. No employee comments, attachments, detail, closure or reopen controls exist.
Requires Confirmation
This surface requires security acceptance only after requester scoping, contract alignment and end-to-end permission enforcement are verified. Employee-visible/internal comment separation also requires confirmation.
Source References
microservices/src/gateway-api/EssEndpoints.csmicroservices/src/helpdesk-service/Api/HelpdeskEndpoints.csUI/salary-ui/apps/client-hrms-portal/src/ess/EssPages.tsxUI/salary-ui/apps/client-hrms-portal/src/components/AppLayout.tsx
Reference Content
The submission form, ticket-history display, gateway path and material scoping/contract gaps above are the verified self-service reference.
Related Articles
See Also
Keywords
Employee self-service, support request, ticket history, requester isolation.
Revision Information
Draft source-backed reference reviewed 2026-07-20; next quarterly review is 2026-10-20.