12.3 Risk Matrix & Future Roadmap
This section documents operational and technical risk mitigations and the product development roadmap.
12.3.1 Operational & Technical Risk Matrix
| Risk Description | Impact | Probability | Mitigation Strategy |
|---|---|---|---|
| R-1: SMTP Server System alerts and confirmation notifications fail. | High | Medium | Implement Kafka retry queues. Alerts are stored and retried with exponential backoff for up to 24 hours. |
| R-2: ID Guessing (Insecure Direct Object Reference) Guest users attempt to view other clinics' tickets. | Critical | High | Front-facing requests retrieve ticket details using a secure UUID tracking_token rather than DB incremental IDs. |
| R-3: Kafka Cluster Failure Message synchronization between services stops. | Critical | Low | Implement a local DB Outbox Pattern. Services write outbound events to a local DB table and publish once Kafka reconnects. |
| R-4: Disk Space Exhaustion File uploads fill storage drives. | High | Medium | Store files on S3 object storage rather than local VM storage. Enforce strict 5 MB file limits on the API gateway layer. |
12.3.2 Future Enhancements Roadmap
- SLA Management: Dedicated SLA timers tracking response and resolution progress.
- Escalation Rules: Automatic reassignment to higher teams if a ticket exceeds resolution limits.
- Knowledge Base: Integrated portal articles suggesting self-service solutions.
- AI Classification & Routing: Machine-learning categorization based on ticket history.
- Chatbot Support: WhatsApp/Telegram bots allowing users to check ticket statuses.
- Mobile App: Support apps for agents and experts to log and resolve tickets.