Helpdesk Ticket Creation
Summary
The service creates an Open ticket after validating tenant, category and priority. It selects an active Resolution SLA policy and creates an SLA record when one matches; otherwise it gives the ticket a 48-hour due date without an SLA record.
Audience
Employees, helpdesk administrators, product, QA, support and security reviewers.
Business Purpose
Turn an employee support need into a classified, traceable ticket with requester identity and a target date.
Actors
The employee/requester supplies request content; the service resolves tenant/user context and classification; agents receive the resulting work item.
Business Process
The service requires an existing category identifier, existing priority identifier and valid title. It records description and optional metadata, assigns the generated ticket number, opens the ticket, calculates the due date, writes audit/timeline records and emits TicketCreated.
Responsibilities
Requesters should provide a clear title and description and choose accurate classifications. Administrators maintain usable categories and priorities. Implementers must align the employee form contract before relying on portal submission.
Business Rules
Title is trimmed, mandatory and limited to 240 characters. Description storage is limited to 4,000 characters. Requester user and email values fall back to the authenticated tenant context when absent. Policy preference is category-and-priority match, then a one-dimension match, then an unscoped policy.
Integrations
The employee page submits through the gateway. Authentication/tenant context provides fallback identity. Creation writes an outbox event for notification processing.
Limitations
The reviewed employee form sends category and priority names, while the extracted service expects their identifiers. This contract mismatch can prevent successful creation. No verified draft-save, form attachment, template, duplicate detection or approval behavior exists.
Requires Confirmation
Production routing, number-generation convention, default category/priority, requester identity trust boundary and portal contract correction require confirmation.
Source References
microservices/src/helpdesk-service/Domain/HelpdeskEntities.csmicroservices/src/helpdesk-service/Api/HelpdeskEndpoints.csmicroservices/src/gateway-api/EssEndpoints.csUI/salary-ui/apps/client-hrms-portal/src/ess/EssPages.tsx
Reference Content
The creation inputs, validations, requester fallback, policy matching and contract gap above are the verified reference.
Related Articles
See Also
Keywords
Create ticket, requester, category, priority, due date, SLA policy.
Revision Information
Draft source-backed reference reviewed 2026-07-20; next quarterly review is 2026-10-20.