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Helpdesk UI & Operations FAQ

1. Where do employees open Helpdesk?​

The authenticated tenant portal exposes an employee Helpdesk route and a Self Service navigation item when the session feature list includes the expected self-view value.

2. Where do agents manage tickets?​

The Operations Helpdesk route provides the queue and inline detail panel. Navigation targets helpdesk-agent and HR-administrator audiences.

3. Can employees reliably create tickets from the current form?​

Not against the verified canonical contract: the form sends category and priority names while the service requires their identifiers. This is Transitional.

4. Is employee history requester-only?​

No. The ESS gateway forwards to the tenant ticket list without requester filtering.

5. Is there a separate ticket details screen?​

No. Detail is an inline panel on the admin page, and its current flat-object expectation does not match the nested service response.

6. Can agents see and add comments?​

They can add an internal comment, but existing comment history is not rendered. Employees have no comment UI.

7. Can attachments be uploaded in the portal?​

No Helpdesk upload control was found. Administrators can list and download existing attachment records.

8. What Helpdesk reporting is visible?​

The admin page shows four raw report responses. The Operations dashboard shows Helpdesk KPIs and agent load; other dashboards expose open-ticket indicators.

9. Is access enforced by the Helpdesk service?​

No declared Helpdesk authorization policy was found. Portal role/feature filtering is presentation-only unless an upstream control is independently confirmed.

10. What monitoring is implemented?​

Basic health, service information, tenant health-data counts, JSON logging, correlation and request/HTTP-client tracing exist. Dedicated alerts, metrics dashboards and dependency readiness checks were not found.

Source References​

  • UI/salary-ui/apps/client-hrms-portal/src/App.tsx
  • UI/salary-ui/apps/client-hrms-portal/src/pages/admin/OperationsAdminPages.tsx
  • UI/salary-ui/apps/client-hrms-portal/src/ess/EssPages.tsx
  • UI/salary-ui/apps/client-hrms-portal/src/components/AppLayout.tsx
  • microservices/src/helpdesk-service/Program.cs

See Also​

Keywords​

Helpdesk, employee service desk, ticket UI, operations, diagnostics.

Revision Information​

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