Helpdesk Business Rules
Summary
The verified catalog contains 22 business rules. They describe current implementation behavior, not recommended support policy.
Audience
Helpdesk administrators, product, QA, support, security and solution architecture.
Business Purpose
Provide one testable catalog for ticket, assignment, comment, attachment, lifecycle, SLA and tenant behavior.
Actors
Requesters trigger creation; agents trigger operational actions; services enforce validation; QA verifies outcomes; product owners approve policy gaps.
Business Process
Rules apply as users create/classify tickets, assign work, add evidence, change status, complete work and run SLA checks.
Responsibilities
Product owns policy decisions, engineering owns enforcement, administrators own tenant configuration and QA owns traceability from rule to source and test.
Business Rules
| # | Rule | Trigger | Outcome | Validation | Source |
|---|---|---|---|---|---|
| 1 | Tenant context is mandatory | Any tenant operation | Request is scoped or rejected | Positive tenant required | microservices/src/helpdesk-service/Application/Common.cs |
| 2 | Ticket number is mandatory, uppercase and at most 60 characters | Ticket construction | Canonical ticket reference | Value-object validation | microservices/src/helpdesk-service/Domain/HelpdeskEntities.cs |
| 3 | Title is mandatory, trimmed and at most 240 characters | Ticket creation | Valid title stored | Value-object validation | microservices/src/helpdesk-service/Domain/HelpdeskEntities.cs |
| 4 | Category must exist in the tenant | Ticket creation | Unknown category rejected | Tenant-filtered lookup | microservices/src/helpdesk-service/Api/HelpdeskEndpoints.cs |
| 5 | Priority must exist in the tenant | Ticket creation | Unknown priority rejected | Tenant-filtered lookup | microservices/src/helpdesk-service/Api/HelpdeskEndpoints.cs |
| 6 | New tickets start Open | Ticket creation | Active ticket created | Server-assigned status | microservices/src/helpdesk-service/Api/HelpdeskEndpoints.cs |
| 7 | Requester identity falls back to current user context | Ticket creation | Requester recorded | Supplied positive ID/email, else context | microservices/src/helpdesk-service/Api/HelpdeskEndpoints.cs |
| 8 | An active Resolution policy determines due date when matched | Ticket creation | Policy due date and SLA row created | Category/priority/global policy matching | microservices/src/helpdesk-service/Api/HelpdeskEndpoints.cs |
| 9 | No matching policy produces a 48-hour due date | Ticket creation | Due date exists without SLA row | Fallback branch | microservices/src/helpdesk-service/Api/HelpdeskEndpoints.cs |
| 10 | SLA duration must be positive and no more than 525,600 minutes | Policy creation | Invalid duration rejected | Value-object bounds | microservices/src/helpdesk-service/Domain/HelpdeskEntities.cs |
| 11 | Assignment sets assignee, assigned time and Assigned status | Assign action | Current owner established | Existing ticket lookup | microservices/src/helpdesk-service/Api/HelpdeskEndpoints.cs |
| 12 | Every assignment appends history | Assign action | Assignment provenance retained | Assignment row creation | microservices/src/helpdesk-service/Api/HelpdeskEndpoints.cs |
| 13 | Comment body is mandatory | Add comment | Blank comment rejected | Required-value validation | microservices/src/helpdesk-service/Api/HelpdeskEndpoints.cs |
| 14 | Comment visibility is represented by an internal flag | Add comment | Internal/public marker stored | Request value accepted | microservices/src/helpdesk-service/Domain/HelpdeskEntities.cs |
| 15 | Attachment must be nonempty and at most 25,000,000 bytes | Upload | Invalid file rejected | File length checks | microservices/src/helpdesk-service/Api/HelpdeskEndpoints.cs |
| 16 | Attachment content is delegated to Document Service | Upload/download/delete | Helpdesk retains document references | Dependency response required | microservices/src/helpdesk-service/Infrastructure/DocumentServiceClient.cs |
| 17 | Resolve records resolution time | Resolve action | Ticket becomes Resolved | Dedicated status action | microservices/src/helpdesk-service/Api/HelpdeskEndpoints.cs |
| 18 | Close records closure time | Close action | Ticket becomes Closed | Dedicated status action | microservices/src/helpdesk-service/Api/HelpdeskEndpoints.cs |
| 19 | Reopen clears closure time through its dedicated action | Reopen action | Ticket becomes Reopened | Dedicated status action | microservices/src/helpdesk-service/Api/HelpdeskEndpoints.cs |
| 20 | Resolve and close mark outstanding SLA records met | Completion action | SLA completion recorded | Open SLA update | microservices/src/helpdesk-service/Api/HelpdeskEndpoints.cs |
| 21 | Overdue active SLA checks mark breach and create at most one automatic escalation per SLA | SLA check | Breach/escalation evidence and events created | Due date, active state and no existing escalation | microservices/src/helpdesk-service/Api/HelpdeskEndpoints.cs |
| 22 | Tenant-owned entities and activity reads use tenant query filters, except super-administrator context | Query | Cross-tenant rows filtered | Data-context global filters | microservices/src/helpdesk-service/Infrastructure/HelpdeskDbContext.cs |
Integrations
Rules touch identity/tenant context, Document Service, Notification Service events and native reporting. No Workflow Service rule participation is verified.
Limitations
The generic status action accepts any defined status from any current status. Assignment identity and internal-comment privilege are not verified against a directory or role. Tenant filtering does not provide requester-level self-service isolation.
Requires Confirmation
Transition matrix, role permissions, requester scoping, SLA operating calendar, escalation levels and production policy values require confirmation.
Source References
microservices/src/helpdesk-service/Application/Common.csmicroservices/src/helpdesk-service/Domain/HelpdeskEntities.csmicroservices/src/helpdesk-service/Api/HelpdeskEndpoints.csmicroservices/src/helpdesk-service/Infrastructure/HelpdeskDbContext.csmicroservices/src/helpdesk-service/Infrastructure/DocumentServiceClient.cs
Reference Content
The 22-row catalog is the verified rule reference and should be used for business acceptance and test traceability.
Related Articles
See Also
Keywords
Helpdesk rules, ticket validation, SLA validation, tenant filter, business acceptance.
Revision Information
Draft source-backed reference reviewed 2026-07-20; next quarterly review is 2026-10-20.