Helpdesk Assignment Model

Audience

Developers, QA, security and support engineers.

Summary

Assignment is represented twice: current assignee fields on Ticket and append-only TicketAssignment rows for history.

Reference Content

The history row stores assigned-to identity, assigning user and note. The endpoint does not resolve the user through Employee Service or validate a positive assignee identifier.

Requires confirmation

Assignee eligibility, reassignment concurrency, identity referential integrity and assignment-history immutability require confirmation.

Source References

• microservices/src/helpdesk-service/Domain/HelpdeskEntities.cs
• microservices/src/helpdesk-service/Api/HelpdeskEndpoints.cs
• microservices/src/helpdesk-service/Infrastructure/HelpdeskDbContext.cs

Related Articles

• Technical overview
• Technical limitations
• Helpdesk business documentation

See Also

• Technical source map
• Architecture overview

Keywords

Ticket assignment, assignee, assignment history, agent ownership.

Revision Information

• Status: Draft
• Last reviewed: 2026-07-20
• Next review: 2026-10-20