Helpdesk Notification Event Integration
Verified flow
Recipient rules
| Event | Intended recipient resolution |
|---|---|
TicketCreated | Requester |
TicketAssigned | Assignee |
TicketCommentAdded | Requester and assignee |
TicketStatusChanged, TicketResolved, TicketClosed | Requester |
TicketReopened | Assignee |
TicketSlaBreached | Assignee, otherwise Helpdesk Administrator role |
TicketEscalated | Helpdesk Administrator role |
TicketAttachmentAdded | Requester and assignee |
The resolver defaults to in-app and email intents and removes duplicate recipients. Email delivery still depends on a resolvable address, preferences, templates and sender behavior. Default in-app and email templates exist for all ten event names.
Delivery boundary
The consumer reconnects after connection failures and requeues unexpected processing failures. The dispatcher records processed event IDs for deduplication and applies its own notification delivery retry policy. These consumer controls do not repair the missing Helpdesk relay invocation.
Source References
microservices/src/notification-service/Messaging/NotificationEventConsumer.csmicroservices/src/notification-service/Application/EventNotificationResolver.csmicroservices/src/notification-service/Application/NotificationDispatcher.csmicroservices/src/notification-service/Seed/DefaultTemplateSeeder.cs
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Revision Information
Draft source-backed documentation reviewed on 2026-07-20; next quarterly review is 2026-10-20.