{
  "schemaVersion": "1.0",
  "title": "Internal IT Help Desk and Ticketing System",
  "lang": "en",
  "prd": {
    "oneLiner": "A help-desk system that connects employee IT and facilities requests, assignment, SLA, resolution records, knowledge articles, and operations analysis.",
    "goal": "Move 70% of email and chat requests into tickets and achieve 90% or more SLA-compliant resolutions within three months.",
    "whyNow": "Requests across multiple channels leave priority and ownership unclear, while the same problems are solved repeatedly.",
    "category": "Workplace operations / IT service management",
    "platforms": [
      "Web"
    ],
    "problem": "Employees cannot easily track request status or expected resolution, and support teams manually chase delayed or repeated issues.",
    "solution": "Provide a request portal, category and priority, queues and assignment, SLA and status notifications, resolution records, knowledge articles, and an operations dashboard.",
    "alternatives": "Email, chat, shared spreadsheets, and verbal requests.",
    "differentiator": "Connect ticket handling with reusable knowledge and analysis of SLA and repeated issues.",
    "targets": [
      {
        "name": "Requester",
        "role": "Employee",
        "needs": "Quickly submit a problem and know its status and resolution path.",
        "pain": "They cannot tell who owns their request or when it will be solved."
      },
      {
        "name": "Support agent",
        "role": "IT or workplace help desk",
        "needs": "Receive prioritized work and leave a reusable resolution history.",
        "pain": "Duplicate tickets and incomplete context increase handling time."
      },
      {
        "name": "System and policy administrator",
        "role": "Operations and security administrator",
        "needs": "Manage access, policy, and audit history.",
        "pain": "Employees cannot easily track request status or expected resolution, and support teams manually chase delayed or repeated issues."
      }
    ],
    "scenarios": [
      {
        "text": "An employee searches for a VPN answer, then submits a prioritized ticket with a screenshot when it does not resolve the issue.",
        "start": "P1"
      },
      {
        "text": "A support lead reviews SLA-risk tickets and reassigns ownership.",
        "start": "P5"
      },
      {
        "text": "System and policy administrator reviews policy and exception handling status.",
        "start": "P9"
      },
      {
        "text": "System and policy administrator reviews policy and exception handling status.",
        "start": "P6"
      }
    ],
    "northStar": "Share of tickets resolved within SLA",
    "kpis": [
      {
        "name": "SLA-compliant resolution rate",
        "target": "90% or more within three months",
        "baseline": "Not measured",
        "method": "Tickets resolved within SLA ÷ all resolved tickets",
        "refs": [
          "F4"
        ]
      },
      {
        "name": "Self-service resolution rate",
        "target": "20% or more within three months",
        "baseline": "Not measured",
        "method": "Sessions that view a knowledge article without creating a ticket",
        "refs": [
          "F5"
        ]
      },
      {
        "name": "Auditable operations rate",
        "target": "100% of key changes retained",
        "baseline": "Not measured",
        "method": "Monthly audit-log and change-history review",
        "refs": [
          "F12"
        ]
      }
    ],
    "inScope": [
      "Request portal and ticket creation and review",
      "Category, priority, owner, SLA, and status management",
      "Comments, attachments, resolution records, and notifications",
      "Knowledge articles plus ticket and SLA operations reporting",
      "Request portal and ticket creation",
      "Request portal and ticket creation validation and duplicate prevention",
      "My tickets and communication",
      "Search, filter, and history management",
      "Queues and assignment",
      "Owner, priority, and SLA management",
      "Approval and policy review",
      "Exception, rejection, and reprocessing",
      "Notifications and subscriptions",
      "External integration and data synchronization",
      "Resolution and closure",
      "Role, permission, and audit management"
    ],
    "nonGoals": [
      "External customer support",
      "Remote desktop control",
      "Automated incident on-call"
    ],
    "assumptions": [
      "Employee and support-team data are available through company SSO.",
      "Support administrators manage request categories and SLA policies."
    ],
    "risks": [
      "Weak initial routing rules may assign tickets to the wrong queue.",
      "Stale knowledge articles may reduce trust in self-service."
    ],
    "openQuestions": [
      "What defines an urgent request and its approval path?",
      "How long should requester confirmation remain open before automatic closure?"
    ],
    "constraints": [
      "Ticket status, owner, and priority changes require audit logs.",
      "Attachments follow organization security policy.",
      "Permission, policy, and state changes require audit logs."
    ]
  },
  "requirements": [
    {
      "id": "R1",
      "title": "Intake and data quality",
      "desc": "Employees cannot easily track request status or expected resolution, and support teams manually chase delayed or repeated issues.",
      "status": "todo",
      "priority": "high",
      "acceptance": [
        {
          "text": "Required context, changes, ownership, and status are retained in an auditable record.",
          "done": false
        }
      ],
      "features": [
        {
          "id": "F1",
          "title": "Request portal and ticket creation",
          "desc": "Provide a request portal, category and priority, queues and assignment, SLA and status notifications, resolution records, knowledge articles, and an operations dashboard.",
          "status": "todo",
          "priority": "high",
          "acceptance": [
            {
              "text": "Required context, changes, ownership, and status are retained in an auditable record.",
              "done": false
            }
          ],
          "specs": [
            {
              "title": "Request portal and ticket creation core processing rule",
              "desc": "Provide a request portal, category and priority, queues and assignment, SLA and status notifications, resolution records, knowledge articles, and an operations dashboard.",
              "acceptance": [
                {
                  "text": "Required context, changes, ownership, and status are retained in an auditable record.",
                  "done": false
                }
              ]
            },
            {
              "title": "Request portal and ticket creation exception and audit handling",
              "desc": "Provide a request portal, category and priority, queues and assignment, SLA and status notifications, resolution records, knowledge articles, and an operations dashboard. Retain change, failure, and reprocessing conditions with history.",
              "acceptance": [
                {
                  "text": "Required context, changes, ownership, and status are retained in an auditable record.",
                  "done": false
                }
              ]
            }
          ]
        },
        {
          "id": "F2",
          "title": "Request portal and ticket creation validation and duplicate prevention",
          "desc": "Employees cannot easily track request status or expected resolution, and support teams manually chase delayed or repeated issues.",
          "status": "todo",
          "priority": "high",
          "acceptance": [
            {
              "text": "Required context, changes, ownership, and status are retained in an auditable record.",
              "done": false
            }
          ],
          "specs": [
            {
              "title": "Request portal and ticket creation validation and duplicate prevention core processing rule",
              "desc": "Employees cannot easily track request status or expected resolution, and support teams manually chase delayed or repeated issues.",
              "acceptance": [
                {
                  "text": "Required context, changes, ownership, and status are retained in an auditable record.",
                  "done": false
                }
              ]
            },
            {
              "title": "Request portal and ticket creation validation and duplicate prevention exception and audit handling",
              "desc": "Employees cannot easily track request status or expected resolution, and support teams manually chase delayed or repeated issues. Retain change, failure, and reprocessing conditions with history.",
              "acceptance": [
                {
                  "text": "Required context, changes, ownership, and status are retained in an auditable record.",
                  "done": false
                }
              ]
            }
          ]
        }
      ]
    },
    {
      "id": "R2",
      "title": "Records and search",
      "desc": "Provide a request portal, category and priority, queues and assignment, SLA and status notifications, resolution records, knowledge articles, and an operations dashboard.",
      "status": "todo",
      "priority": "high",
      "acceptance": [
        {
          "text": "Required context, changes, ownership, and status are retained in an auditable record.",
          "done": false
        }
      ],
      "features": [
        {
          "id": "F3",
          "title": "Request portal and ticket creation validation and duplicate prevention",
          "desc": "Move 70% of email and chat requests into tickets and achieve 90% or more SLA-compliant resolutions within three months.",
          "status": "todo",
          "priority": "high",
          "acceptance": [
            {
              "text": "Required context, changes, ownership, and status are retained in an auditable record.",
              "done": false
            }
          ],
          "specs": [
            {
              "title": "Request portal and ticket creation validation and duplicate prevention core processing rule",
              "desc": "Move 70% of email and chat requests into tickets and achieve 90% or more SLA-compliant resolutions within three months.",
              "acceptance": [
                {
                  "text": "Required context, changes, ownership, and status are retained in an auditable record.",
                  "done": false
                }
              ]
            },
            {
              "title": "Request portal and ticket creation validation and duplicate prevention exception and audit handling",
              "desc": "Move 70% of email and chat requests into tickets and achieve 90% or more SLA-compliant resolutions within three months. Retain change, failure, and reprocessing conditions with history.",
              "acceptance": [
                {
                  "text": "Required context, changes, ownership, and status are retained in an auditable record.",
                  "done": false
                }
              ]
            }
          ]
        },
        {
          "id": "F4",
          "title": "Search, filter, and history management",
          "desc": "Provide a request portal, category and priority, queues and assignment, SLA and status notifications, resolution records, knowledge articles, and an operations dashboard.",
          "status": "todo",
          "priority": "high",
          "acceptance": [
            {
              "text": "Required context, changes, ownership, and status are retained in an auditable record.",
              "done": false
            }
          ],
          "specs": [
            {
              "title": "Search, filter, and history management core processing rule",
              "desc": "Provide a request portal, category and priority, queues and assignment, SLA and status notifications, resolution records, knowledge articles, and an operations dashboard.",
              "acceptance": [
                {
                  "text": "Required context, changes, ownership, and status are retained in an auditable record.",
                  "done": false
                }
              ]
            },
            {
              "title": "Search, filter, and history management exception and audit handling",
              "desc": "Provide a request portal, category and priority, queues and assignment, SLA and status notifications, resolution records, knowledge articles, and an operations dashboard. Retain change, failure, and reprocessing conditions with history.",
              "acceptance": [
                {
                  "text": "Required context, changes, ownership, and status are retained in an auditable record.",
                  "done": false
                }
              ]
            }
          ]
        }
      ]
    },
    {
      "id": "R3",
      "title": "Processing and ownership",
      "desc": "Move 70% of email and chat requests into tickets and achieve 90% or more SLA-compliant resolutions within three months.",
      "status": "todo",
      "priority": "high",
      "acceptance": [
        {
          "text": "Required context, changes, ownership, and status are retained in an auditable record.",
          "done": false
        }
      ],
      "features": [
        {
          "id": "F5",
          "title": "My tickets and communication",
          "desc": "Employees cannot easily track request status or expected resolution, and support teams manually chase delayed or repeated issues.",
          "status": "todo",
          "priority": "high",
          "acceptance": [
            {
              "text": "Required context, changes, ownership, and status are retained in an auditable record.",
              "done": false
            }
          ],
          "specs": [
            {
              "title": "My tickets and communication core processing rule",
              "desc": "Employees cannot easily track request status or expected resolution, and support teams manually chase delayed or repeated issues.",
              "acceptance": [
                {
                  "text": "Required context, changes, ownership, and status are retained in an auditable record.",
                  "done": false
                }
              ]
            },
            {
              "title": "My tickets and communication exception and audit handling",
              "desc": "Employees cannot easily track request status or expected resolution, and support teams manually chase delayed or repeated issues. Retain change, failure, and reprocessing conditions with history.",
              "acceptance": [
                {
                  "text": "Required context, changes, ownership, and status are retained in an auditable record.",
                  "done": false
                }
              ]
            }
          ]
        },
        {
          "id": "F6",
          "title": "Owner, priority, and SLA management",
          "desc": "Move 70% of email and chat requests into tickets and achieve 90% or more SLA-compliant resolutions within three months.",
          "status": "todo",
          "priority": "high",
          "acceptance": [
            {
              "text": "Required context, changes, ownership, and status are retained in an auditable record.",
              "done": false
            }
          ],
          "specs": [
            {
              "title": "Owner, priority, and SLA management core processing rule",
              "desc": "Move 70% of email and chat requests into tickets and achieve 90% or more SLA-compliant resolutions within three months.",
              "acceptance": [
                {
                  "text": "Required context, changes, ownership, and status are retained in an auditable record.",
                  "done": false
                }
              ]
            },
            {
              "title": "Owner, priority, and SLA management exception and audit handling",
              "desc": "Move 70% of email and chat requests into tickets and achieve 90% or more SLA-compliant resolutions within three months. Retain change, failure, and reprocessing conditions with history.",
              "acceptance": [
                {
                  "text": "Required context, changes, ownership, and status are retained in an auditable record.",
                  "done": false
                }
              ]
            }
          ]
        }
      ]
    },
    {
      "id": "R4",
      "title": "Approval and exceptions",
      "desc": "Employees cannot easily track request status or expected resolution, and support teams manually chase delayed or repeated issues.",
      "status": "todo",
      "priority": "high",
      "acceptance": [
        {
          "text": "Required context, changes, ownership, and status are retained in an auditable record.",
          "done": false
        }
      ],
      "features": [
        {
          "id": "F7",
          "title": "Approval and policy review",
          "desc": "Provide a request portal, category and priority, queues and assignment, SLA and status notifications, resolution records, knowledge articles, and an operations dashboard.",
          "status": "todo",
          "priority": "mid",
          "acceptance": [
            {
              "text": "Required context, changes, ownership, and status are retained in an auditable record.",
              "done": false
            }
          ],
          "specs": [
            {
              "title": "Approval and policy review core processing rule",
              "desc": "Provide a request portal, category and priority, queues and assignment, SLA and status notifications, resolution records, knowledge articles, and an operations dashboard.",
              "acceptance": [
                {
                  "text": "Required context, changes, ownership, and status are retained in an auditable record.",
                  "done": false
                }
              ]
            },
            {
              "title": "Approval and policy review exception and audit handling",
              "desc": "Provide a request portal, category and priority, queues and assignment, SLA and status notifications, resolution records, knowledge articles, and an operations dashboard. Retain change, failure, and reprocessing conditions with history.",
              "acceptance": [
                {
                  "text": "Required context, changes, ownership, and status are retained in an auditable record.",
                  "done": false
                }
              ]
            }
          ]
        },
        {
          "id": "F8",
          "title": "Exception, rejection, and reprocessing",
          "desc": "Employees cannot easily track request status or expected resolution, and support teams manually chase delayed or repeated issues.",
          "status": "todo",
          "priority": "mid",
          "acceptance": [
            {
              "text": "Required context, changes, ownership, and status are retained in an auditable record.",
              "done": false
            }
          ],
          "specs": [
            {
              "title": "Exception, rejection, and reprocessing core processing rule",
              "desc": "Employees cannot easily track request status or expected resolution, and support teams manually chase delayed or repeated issues.",
              "acceptance": [
                {
                  "text": "Required context, changes, ownership, and status are retained in an auditable record.",
                  "done": false
                }
              ]
            },
            {
              "title": "Exception, rejection, and reprocessing exception and audit handling",
              "desc": "Employees cannot easily track request status or expected resolution, and support teams manually chase delayed or repeated issues. Retain change, failure, and reprocessing conditions with history.",
              "acceptance": [
                {
                  "text": "Required context, changes, ownership, and status are retained in an auditable record.",
                  "done": false
                }
              ]
            }
          ]
        }
      ]
    },
    {
      "id": "R5",
      "title": "Notifications and integrations",
      "desc": "Provide a request portal, category and priority, queues and assignment, SLA and status notifications, resolution records, knowledge articles, and an operations dashboard.",
      "status": "todo",
      "priority": "mid",
      "acceptance": [
        {
          "text": "Required context, changes, ownership, and status are retained in an auditable record.",
          "done": false
        }
      ],
      "features": [
        {
          "id": "F9",
          "title": "Notifications and subscriptions",
          "desc": "Move 70% of email and chat requests into tickets and achieve 90% or more SLA-compliant resolutions within three months.",
          "status": "todo",
          "priority": "high",
          "acceptance": [
            {
              "text": "Required context, changes, ownership, and status are retained in an auditable record.",
              "done": false
            }
          ],
          "specs": [
            {
              "title": "Notifications and subscriptions core processing rule",
              "desc": "Move 70% of email and chat requests into tickets and achieve 90% or more SLA-compliant resolutions within three months.",
              "acceptance": [
                {
                  "text": "Required context, changes, ownership, and status are retained in an auditable record.",
                  "done": false
                }
              ]
            },
            {
              "title": "Notifications and subscriptions exception and audit handling",
              "desc": "Move 70% of email and chat requests into tickets and achieve 90% or more SLA-compliant resolutions within three months. Retain change, failure, and reprocessing conditions with history.",
              "acceptance": [
                {
                  "text": "Required context, changes, ownership, and status are retained in an auditable record.",
                  "done": false
                }
              ]
            }
          ]
        },
        {
          "id": "F10",
          "title": "External integration and data synchronization",
          "desc": "Provide a request portal, category and priority, queues and assignment, SLA and status notifications, resolution records, knowledge articles, and an operations dashboard.",
          "status": "todo",
          "priority": "high",
          "acceptance": [
            {
              "text": "Required context, changes, ownership, and status are retained in an auditable record.",
              "done": false
            }
          ],
          "specs": [
            {
              "title": "External integration and data synchronization core processing rule",
              "desc": "Provide a request portal, category and priority, queues and assignment, SLA and status notifications, resolution records, knowledge articles, and an operations dashboard.",
              "acceptance": [
                {
                  "text": "Required context, changes, ownership, and status are retained in an auditable record.",
                  "done": false
                }
              ]
            },
            {
              "title": "External integration and data synchronization exception and audit handling",
              "desc": "Provide a request portal, category and priority, queues and assignment, SLA and status notifications, resolution records, knowledge articles, and an operations dashboard. Retain change, failure, and reprocessing conditions with history.",
              "acceptance": [
                {
                  "text": "Required context, changes, ownership, and status are retained in an auditable record.",
                  "done": false
                }
              ]
            }
          ]
        }
      ]
    },
    {
      "id": "R6",
      "title": "Insights and controls",
      "desc": "Move 70% of email and chat requests into tickets and achieve 90% or more SLA-compliant resolutions within three months.",
      "status": "todo",
      "priority": "mid",
      "acceptance": [
        {
          "text": "Required context, changes, ownership, and status are retained in an auditable record.",
          "done": false
        }
      ],
      "features": [
        {
          "id": "F11",
          "title": "Search, filter, and history management",
          "desc": "Employees cannot easily track request status or expected resolution, and support teams manually chase delayed or repeated issues.",
          "status": "todo",
          "priority": "high",
          "acceptance": [
            {
              "text": "Required context, changes, ownership, and status are retained in an auditable record.",
              "done": false
            }
          ],
          "specs": [
            {
              "title": "Search, filter, and history management core processing rule",
              "desc": "Employees cannot easily track request status or expected resolution, and support teams manually chase delayed or repeated issues.",
              "acceptance": [
                {
                  "text": "Required context, changes, ownership, and status are retained in an auditable record.",
                  "done": false
                }
              ]
            },
            {
              "title": "Search, filter, and history management exception and audit handling",
              "desc": "Employees cannot easily track request status or expected resolution, and support teams manually chase delayed or repeated issues. Retain change, failure, and reprocessing conditions with history.",
              "acceptance": [
                {
                  "text": "Required context, changes, ownership, and status are retained in an auditable record.",
                  "done": false
                }
              ]
            }
          ]
        },
        {
          "id": "F12",
          "title": "Role, permission, and audit management",
          "desc": "Move 70% of email and chat requests into tickets and achieve 90% or more SLA-compliant resolutions within three months.",
          "status": "todo",
          "priority": "mid",
          "acceptance": [
            {
              "text": "Required context, changes, ownership, and status are retained in an auditable record.",
              "done": false
            }
          ],
          "specs": [
            {
              "title": "Role, permission, and audit management core processing rule",
              "desc": "Move 70% of email and chat requests into tickets and achieve 90% or more SLA-compliant resolutions within three months.",
              "acceptance": [
                {
                  "text": "Required context, changes, ownership, and status are retained in an auditable record.",
                  "done": false
                }
              ]
            },
            {
              "title": "Role, permission, and audit management exception and audit handling",
              "desc": "Move 70% of email and chat requests into tickets and achieve 90% or more SLA-compliant resolutions within three months. Retain change, failure, and reprocessing conditions with history.",
              "acceptance": [
                {
                  "text": "Required context, changes, ownership, and status are retained in an auditable record.",
                  "done": false
                }
              ]
            }
          ]
        }
      ]
    }
  ],
  "ia": {
    "sections": [
      {
        "id": "S1",
        "title": "Intake and data quality",
        "pages": [
          {
            "id": "P1",
            "title": "Operations dashboard",
            "type": "top",
            "refs": [
              "F1",
              "F1:0",
              "F3",
              "F4:0",
              "F7:1",
              "F11"
            ],
            "children": []
          },
          {
            "id": "P2",
            "title": "Work list",
            "type": "page",
            "refs": [
              "F3",
              "F3:0",
              "F4",
              "F1:0",
              "F4:1",
              "F8",
              "F11:0"
            ],
            "children": []
          },
          {
            "id": "P3",
            "title": "Create record",
            "type": "page",
            "refs": [
              "F1",
              "F1:1",
              "F2",
              "F5",
              "F8:0",
              "F11:1"
            ],
            "children": []
          }
        ]
      },
      {
        "id": "S2",
        "title": "Records and search",
        "pages": [
          {
            "id": "P4",
            "title": "Record detail",
            "type": "page",
            "refs": [
              "F3:1",
              "F4:1",
              "F11",
              "F2",
              "F5:0",
              "F8:1",
              "F12"
            ],
            "children": []
          },
          {
            "id": "P5",
            "title": "Processing workspace",
            "type": "page",
            "refs": [
              "F5",
              "F5:0",
              "F6",
              "F2:0",
              "F5:1",
              "F9",
              "F12:0"
            ],
            "children": []
          }
        ]
      },
      {
        "id": "S3",
        "title": "Processing and ownership",
        "pages": [
          {
            "id": "P6",
            "title": "Approval and exception queue",
            "type": "page",
            "refs": [
              "F7",
              "F7:0",
              "F8",
              "F2:1",
              "F6",
              "F9:0",
              "F12:1"
            ],
            "children": []
          },
          {
            "id": "P7",
            "title": "Notifications and integrations",
            "type": "page",
            "refs": [
              "F9",
              "F9:0",
              "F10",
              "F3",
              "F6:0",
              "F9:1"
            ],
            "children": []
          }
        ]
      },
      {
        "id": "S4",
        "title": "Insights and controls",
        "pages": [
          {
            "id": "P8",
            "title": "Operations reports",
            "type": "page",
            "refs": [
              "F11",
              "F11:0",
              "F3:0",
              "F6:1",
              "F10"
            ],
            "children": []
          },
          {
            "id": "P9",
            "title": "Policy and access settings",
            "type": "page",
            "refs": [
              "F10:1",
              "F12",
              "F3:1",
              "F7",
              "F10:0"
            ],
            "children": []
          },
          {
            "id": "P10",
            "title": "Audit log",
            "type": "page",
            "refs": [
              "F8:1",
              "F12:0",
              "F12:1",
              "F4",
              "F7:0",
              "F10:1"
            ],
            "children": []
          }
        ]
      }
    ]
  },
  "flow": {
    "start": "P1",
    "transitions": [
      {
        "from": "P1",
        "to": "P2",
        "ref": "F1"
      },
      {
        "from": "P2",
        "to": "P3",
        "ref": "F2"
      },
      {
        "from": "P3",
        "to": "P4",
        "ref": "F3"
      },
      {
        "from": "P4",
        "to": "P5",
        "ref": "F4"
      },
      {
        "from": "P5",
        "to": "P6",
        "ref": "F5"
      },
      {
        "from": "P6",
        "to": "P5",
        "ref": "F8"
      },
      {
        "from": "P5",
        "to": "P7",
        "ref": "F6"
      },
      {
        "from": "P7",
        "to": "P8",
        "ref": "F9"
      },
      {
        "from": "P8",
        "to": "P9",
        "ref": "F10"
      },
      {
        "from": "P9",
        "to": "P10",
        "ref": "F12"
      },
      {
        "from": "P10",
        "to": "P4",
        "ref": "F11"
      },
      {
        "from": "P4",
        "to": "P1",
        "label": "Refresh operations status"
      },
      {
        "from": "P5",
        "to": "P6",
        "ref": "F7"
      }
    ]
  }
}