11.2 Process Workflows

This section shows the main operational workflows used by the MoH Helpdesk platform. The diagrams focus on the business flow and handover understanding rather than implementation code.

11.2.1 Facility User Ticket Creation Flow

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A Facility User creates a ticket from the self-service portal by entering the issue title, description, category, facility/device context, and optional attachments. The system validates the input, stores the ticket, generates the ticket number, applies category-to-team routing, assigns the ticket when possible, and publishes the creation event for notification handling.

Stage	Description
User submission	Facility User enters the ticket information and submits it.
Validation	Required fields and attachment rules are checked.
Ticket creation	Ticketing Service stores the new incident and ticket number.
Routing	Category mapping selects the responsible support team.
Assignment	The ticket is assigned to an available/team-lead expert or sent to triage.
Notification	Ticket-created event triggers email or other enabled alerts.

11.2.2 Ticket Assignment Flow

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Ticket assignment starts when a Service Desk user opens the ticket details page and selects an eligible expert. The system records the assignment, updates the ticket state, and uses the latest active assignment as the ticket owner for workflow, reporting, and filtering.

Stage	Description
Ticket review	Service Desk reviews the ticket details.
Expert selection	Eligible experts are loaded from the team/user access context.
Assignment save	Assignment data is stored against the ticket.
Status update	The ticket moves into the active handling state.
Visibility update	UI and reports reflect the latest assignment.

11.2.3 Ticket Reassignment Flow

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Ticket reassignment is used when a ticket must move from one expert to another. The system validates the new expert, stores the reassignment as assignment history, and sends notifications to the new owner. This preserved history supports escalation and technician reports.

Stage	Description
Reassignment request	Service Desk chooses a new expert from the ticket details page.
Validation	The new expert must be active and valid for the selected team/context.
History update	The new assignment is recorded without losing the previous assignment trail.
Notification	The new owner receives the reassignment alert.
Reporting impact	Reassignment history contributes to escalation and technician performance reports.

11.2.4 Ticket Resolution Flow

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Ticket resolution is completed by the assigned expert after entering clear resolution details. The system validates the resolution note, closes the ticket, stores the resolution message, publishes a closure event, and starts the reopen/finalization logic.

Stage	Description
Resolution entry	Expert provides resolution details.
Validation	The note must be meaningful enough for audit and user communication.
Ticket closure	Ticket status and resolved date are updated.
Thread update	Resolution message is appended to the ticket conversation.
User notification	Reporter receives the closure notification.
Reopen/finalize	The ticket can be reopened within policy or finalized after the allowed window.

11.2.5 Notification Engine Flow

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The notification engine keeps user-facing commands fast by handling alerts asynchronously. Ticket commands publish events, background workers consume them, templates are rendered using event data, and messages are delivered through configured channels such as SMTP or other enabled gateways.

Stage	Description
Event creation	Ticket workflow creates an event such as created, assigned, reassigned, closed, or reopened.
Event publish	Kafka receives the event without blocking the UI response.
Worker processing	Background consumers read the event and decide who should be notified.
Template rendering	Message body is generated from the configured template and event data.
Delivery	SMTP or another enabled channel sends the notification.