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Helpdesk Troubleshooting

Decision flow​

Ticket creation failures​

Verify that title and description are present. The current employee form sends category and priority names, whereas the extracted service requires existing identifiers; this is a known contract mismatch, not a user-correctable validation flow. Tenant context is also required.

Attachment failures​

An empty admin attachment list can mean no records or a suppressed list-request failure. Download can fail when the attachment reference, stored document or Document Service is unavailable. The UI has no upload or delete control.

Notification issues​

A successful lifecycle action does not prove notification delivery. Helpdesk persists an outbox event, but its runtime has no hosted relay invocation. Notification Center can show failed deliveries and audit only when an event has reached Notification Service and the user can access that separate page.

Permission and tenant issues​

Hidden navigation can result from session role/feature filtering. Direct employee route access is less restrictive than its sidebar rule, while backend authorization is not declared. Missing tenant context causes service validation failure; wrong tenant context changes the query-filter scope.

Gateway and loading issues​

The admin error banner exposes a retry action for primary load failures. Use correlation identifiers from response/logging context and distinguish canonical Portal traffic from compatibility routing. Individual report failures appear as unavailable panels.

Source References​

  • 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/utils/ProtectedRoute.tsx
  • microservices/src/helpdesk-service/Api/HelpdeskEndpoints.cs
  • microservices/src/helpdesk-service/Infrastructure/DocumentServiceClient.cs
  • 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.