Helpdesk Domain Model

Audience

Developers, QA, architects and support engineers.

Summary

The canonical model contains ticket/reference aggregates plus operational SLA, escalation, activity and integration records. Compatibility request/response records are API projections, not canonical domain entities.

Reference Content

Concept	Technical form
Ticket	Tenant entity with classification, requester, assignee, lifecycle timestamps and child collections
Category / Priority	Tenant reference entities; priority includes enum level and rank
Assignment / Comment / Attachment	Tenant-owned ticket children
SLA Policy / Ticket SLA / Escalation	Target configuration and per-ticket tracking
Audit / Timeline	Activity records with actor, timestamp and serialized detail
TicketNumber / TicketTitle / SlaDuration	Validating value objects
Lifecycle snapshot	Validates event-ready ticket projection
Processed event / Outbox message	Integration processing records

EF Core maps canonical entities to the Helpdesk schema and applies tenant filters to tenant-owned types and activity records.

Requires confirmation

Aggregate boundaries, mutation encapsulation, retention and whether activity records require immutability guarantees require confirmation.

Source References

• microservices/src/helpdesk-service/Domain/HelpdeskEntities.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

Helpdesk domain model, Ticket, SLA, audit, timeline, value objects.

Revision Information

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