feat: onboard service desk as second CASAN project

2026-07-10 17:00:35 +09:00
parent 040af64191
commit f8215cd2eb
20 changed files with 208 additions and 13 deletions
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+# IT Service Desk Requirements
+
+## Scope
+
+Service Desk records employee incidents, assigns an accountable operator, closes
+only assigned work, and highlights unresolved tickets that breach the SLA.
+
+## Functional Requirements
+
+| ID | Name | Description |
+|---|---|---|
+| FR-01 | Create Ticket | Record a ticket with id, summary, priority and request timestamp. |
+| FR-02 | Assign Ticket | Assign an open ticket to one accountable operator. |
+| FR-03 | Resolve Ticket | Resolve only an assigned ticket and preserve its resolution timestamp. |
+| FR-04 | SLA Escalation | Flag unresolved critical, high and normal tickets after their SLA target. |