16 lines
645 B
Markdown
16 lines
645 B
Markdown
# IT Service Desk Requirements
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## Scope
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Service Desk records employee incidents, assigns an accountable operator, closes
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only assigned work, and highlights unresolved tickets that breach the SLA.
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## Functional Requirements
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| ID | Name | Description |
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| FR-01 | Create Ticket | Record a ticket with id, summary, priority and request timestamp. |
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| FR-02 | Assign Ticket | Assign an open ticket to one accountable operator. |
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| FR-03 | Resolve Ticket | Resolve only an assigned ticket and preserve its resolution timestamp. |
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| FR-04 | SLA Escalation | Flag unresolved critical, high and normal tickets after their SLA target. |
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