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Helpdesk Ticket Lifecycle

Summary​

The status model contains Draft, Open, Assigned, InProgress, WaitingForRequester, Resolved, Closed, Reopened and Cancelled. Creation produces Open. Dedicated actions cover assignment, resolution, closure and reopening; a generic status action accepts any valid status value.

Audience​

Employees, agents, HR administrators, product, QA and support.

Business Purpose​

Represent the current operating condition of each request and provide timestamps, history and events for important state changes.

Actors​

The requester observes status; an agent or administrator changes it; reporting and notification capabilities consume the result.

Business Process​

The arrows show an understandable operating path, but the implementation does not enforce that matrix. The generic action can move from any current status to any parseable status.

Responsibilities​

Agents should choose state changes consistent with the operating procedure. Product and QA must define and test an allowed-transition matrix if strict lifecycle control is required.

Business Rules​

Assignment sets Assigned. Resolve records the resolution time; close records the closure time; reopen clears the closure time through the dedicated action. Resolved and Closed actions mark outstanding SLA records as met. SLA breach checks regard Open, Assigned, InProgress, WaitingForRequester and Reopened as active.

Integrations​

Lifecycle events feed Notification Service; status and timestamps feed dashboard/report calculations; audit and timeline records capture each action.

Limitations​

No transition guard, mandatory resolution note, cancellation reason, approval gate or requester acceptance step was found. Administration actions remain visible regardless of current state.

Requires Confirmation​

Allowed transitions, who may cancel/reopen, when resolution becomes closure, reopening SLA behavior and required evidence require business approval.

Source References​

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

Reference Content​

The nine statuses, dedicated actions and unenforced illustrative path above are the verified lifecycle reference.

See Also​

Keywords​

Ticket status, lifecycle, resolve, close, reopen, cancel.

Revision Information​

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